In order for us to help you, we need to speak with you and get the full picture of your situation. If you have ordered our immediate help package or if you are protected by our digital protection plan, we will ask you to join a private Zoom conference call at the scheduled time from Calendly.
In most cases, we will ask you to share your screen (both your phone and computer) and grant us remote access with Zoom (for computers). To do this, follow this instruction (computers only):
- Click on Share Screen on Zoom.
2. Click on “Remote Control” in the top bar that appears after you’ve shared your screen.
3. Then find your support agent from Hacked.com and click on his/her name.
- Remember to grant us full access to screen sharing and accessibility for Zoom. On a Macbook this can be done by going to System Preferences, Security & Privacy, Privacy, and then choose Accessibility, open the padlock and then choose Zoom. Do the same with screen recording.
To be able to help you, you must have your phone or computer with you. If you do not want to do a remote control session with us, we will be able to help you with a simple Zoom “Screen Share” on your phone or computer.
If you are requested to share old passwords for any online digital account that we are trying to recover, please ensure that you have changed the password on other online accounts using the same password. That password has been compromised and should never be used again.
In most cases, we need to search your email inbox after emails from the social media platform (as an example) to get the timeline of the hack and better diagnose the breach.
Information shared with our staff is confidential and will never be stored.
The more details you can share with us, the better we will understand your situation and find a good solution.
If you have any questions or concerns regarding our practice, please discuss it with your contact at Hacked.com or contact Hacked’s founder, Jonas Borchgrevink: [email protected]