How We Work

1. Schedule a meeting with us

2. Download Zoom on your device (or search for Zoom on the App Store or Google Play)

3. Check your email for the meeting invitation and email reminders sent by Calendly.com with a direct link to your Zoom session

4. Be prepared and ready to join the meeting five minutes ahead of the scheduled time

5. Need further assistance after your initial session? Schedule a new call with your dedicated security expert here.


You can download Zoom here:

https://zoom.us/download

Or search for Zoom on the App Store or Google Play.

Further Zoom Instructions

If you have a hacked account, please join the Zoom meeting with one or multiple devices that used to be logged in to your hacked account from a known network like your home WiFi. Do not try to recover your account until you meet with us, as it can cause a timelock. To join a scheduled Zoom call, you can click on the link that you have received from Calendly when scheduling the consultation at the right date and time.

You will receive an email reminder 24 hours before the Zoom call and an SMS reminder twenty minutes before the appointment containing all the relevant details, including the link to join the Zoom meeting.

If you are unfamiliar with Zoom, we recommend watching these video tutorials on how to download and install Zoom on your computer and phone:

How to download and install Zoom on a computer:
https://www.youtube.com/watch?v=fVu9BILRkww

How to install Zoom and join meetings on a mobile device:
https://www.youtube.com/watch?v=ljbD3hnqyXU

You will receive an email reminder 24 hours before the Zoom call and an SMS reminder one hour before the appointment containing all the relevant details, including the link to join the Zoom meeting.

Our approach is aligned with the NIST 800-61 Computer Security Incident Handling Guide.

Screen sharing on Zoom and Remote Control

In most cases, we will ask you to share your screen on Zoom. If you are connecting with a computer, we will ask you to grant us remote access/remote control as this speeds up the support process. To do this, follow these instructions (computers only):


1. Click on Share Screen on Zoom.

2. Click “Remote Control” in the top bar after sharing your screen.

3. Find your support agent from Hacked.com and click on their name.

Remember to grant us full access to Screen Recording and Accessibility for Zoom if using a MacBook! On a Macbook, this can be done by going to System Preferences, Security & Privacy, Privacy, and then choosing Accessibility, opening the padlock, and then choosing Zoom. Do the same with Screen Recording.

system preferences screen on a macbook

To be able to help you, you must have your phone or computer with you. If you do not want a remote control session with us, we can help you with a “Screen Share”-session only using your phone or computer on Zoom. However, this might take more time.

If you are requested to share old passwords for any online account, please ensure you have changed the password on other online accounts using the same password.

Sensitive information shared with our staff is confidential.

Please remember to turn off Screen Sharing if you need to:

  1. Enter your credit or debit card details to e.g. pay for Facebook ads.
  2. Create a brand new password that you want to keep using

Our staff can help you with that.

The more details you can share with us, the better we will understand your situation and find a good solution.

Be aware that we get a summarized note of all meetings made by Zoom’s AI. This is not shared with third parties. Read more about it here: https://support.zoom.us/hc/en-us/articles/15088797434893-Enabling-Zoom-IQ-Meeting-Summary

If you have any questions or concerns regarding our practice, please email help@hacked.com.

Follow up support

Unfortunately, we cannot provide direct case support via email due to time restraints, service costs, and minimal service fees. If you should need further help after your session, we kindly ask you to schedule a new appointment with your security expert here: https://hacked.com/our-team/