Quick answer
If you suspect fraudulent activity in your Etsy account, you should immediately change your password and enable two-factor authentication.
If you think your account has been hacked or suspect it has been compromised, you should change your password and enable two-factor authentication.
- On Etsy.com, go to You, then Account settings.
- Scroll down to Password and change your Etsy password. Learn more about changing your password.
If you use the same password across other online accounts, we recommend changing any other shared passwords that you use online, including the password to the email address associated with your Etsy account.
If you’re unable to access your Etsy account to change your password, contact Etsy Support.
- On Etsy.com, go to You, then Account settings.
- Go to Security.
- Under Two-Factor Authentication, toggle on your preferred two-factor authentication method.
- Select the gear icon and follow the steps to finish setting up two-factor authentication.
The email address on my Etsy account was changed
If your email address has been changed, we’ve emailed you at your old email address with instructions for reverting this change.
If you didn’t make this change, please follow the instructions in that email to restore the original email address on your account and secure your account. We also recommend changing your password and enabling two-factor authentication.
I have unrecognized credit card charges
Below are a few reasons why you may see unrecognized charges from Etsy on your credit card or bank statement:
Etsy is on your statement instead of the seller you purchased from
When you place an order on Etsy from one of our sellers, Etsy is the merchant of record which means you will see a transaction from Etsy on your statement. Depending on your location at time of purchase, transactions are processed in one of our two locations, Brooklyn, NY or Dublin, IE.
A family member may have used your card to purchase on Etsy
We often find that unrecognized charges may have been placed by a family member, friend or coworker who may have had your permission to use your card. We suggest reaching out to any family members, friends or coworkers who may have had access to your financial information or to your device.
I received an email about an order I didn’t place
If you received an email from Etsy about an order that you didn’t place, a few things may have happened:
- Someone may have misspelled their email address when registering for an Etsy account.
- Someone may have created an Etsy account using your email address.
- Someone may have placed an order from a computer where you were signed in to Etsy.
I received an error message when trying to sign in and have limited account access
If you try to sign in to your account and you receive the error “Our security team has temporarily limited your access to this account for your protection,” we have temporarily limited access to your Etsy account to prevent your account from being compromised. This doesn’t necessarily mean that your account was hacked, but as a precaution, please reset your password to regain full access to your account.
If you have any trouble receiving the password reset email, check your spam/junk mail folder to make sure the email didn't end up there.
My order is still processing
Some orders and payments may take longer than the standard 72 hours to process, and this doesn’t mean that there has been fraud in your Etsy account.
If you’re a buyer, learn about why your order is still processing
If you’re a seller, learn more about why your Etsy Payments funds are still processing.
Still having trouble?
Choose the option relevant to your issue. If none of this helps, select I still need help.
You can find orders you purchased with your Etsy account on your Purchases page:
- On Etsy.com, go to Your account. On the Etsy app, tap You.
- Go to Purchases and reviews.
If you can't find an order on your Purchases page, you may have:
If you haven’t received your order, you should check if the shop shipped your order yet. To check if your order was shipped, go to your Purchases and reviews. To the right of your order, you’ll see either Not Shipped, Shipped, or Delivered.
- If your order is Not Shipped yet, contact the shop to see when the seller will ship your order.
- If your item is Shipped, check if the seller added tracking information. Tracking information is provided by the shipping carrier and usually provides updates on where your order is in transit.
- If your item is Shipped, and no tracking information was provided, contact the seller to see if they have tracking information for your order.
If you’ve already checked on your order status, and the seller hasn’t been able to help, you may want to open a case. A case is a formal way to file a complaint against a shop. You can file a case after the date when your order should arrive.
To start a case, go to Choose your order and select the order. Select Open a case at the bottom of the page.
If you don’t see the option to open a case, it may be too soon to file a case.
If you see a purchase or credit card charge you don’t recognize, check with any family members, friends or coworkers who may have had access to your device or permission to use your card.
If you believe your Etsy account has been compromised, sign in to change your password and enable two-factor authentication:
- From your Account settings, scroll down to Password and change your Etsy password.
- Then, go to the Security tab.
- Under Two-Factor Authentication, toggle on your preferred two-factor authentication method.
- Select the gear icon and follow the steps to finish setting up two-factor authentication.
If you still need help, you’ll be asked to provide as much information as possible to help us resolve your issue. For your security, please don’t include your full bank account information.
If you received a message about an older purchase being shipped, it’s possible that the seller forgot to mark that they’d shipped the order previously.
You shouldn't be receiving another item in the mail. This is an automated email from Etsy when the seller marks it as shipped.
If you don’t recognize the order in the shipping notification, please select I still need help and we can look into this.