[aquameez]

This page will explain how to get your account back, if you think it has been stolen ("hacked") by someone else.


Step 1: If you can still login - change your password & email!

If you see the thief on your account, immediately login to the account and change your password. Check your email, too, to make sure they have not changed it. If they have, change it back.

At this point, both you and the thief will likely be logged out. When this happens, you should login as normal. The thief won't be able to log back in, because they don't know the new password.

Step 2: Otherwise, try resending the password to your email.

If you have access to the email address on file for the account, and the email has not been changed, you can reset your password yourself.

To do this, follow these steps:

1. Go to your email, and add 'noreply@meez.com' to your address book / contact list.
2. Go back to Meez.com.
3. Logout (if you are already logged in as another account.
4. Click 'Login'
5. Click 'Password Reminder'
6. Enter your email address in the box.
7. Click 'Send Reminder'

If it tells you to check your email, this means it has just changed your password to a random series of letters and numbers, and emailed the new, random password to your email address.
You should be able to check your email address, find out your new password, and get back into your account.

If it says to check your email for the new password, but no new password arrives, that means the email may be having trouble getting to you. Your account is probably safe, but it may take awhile for the email to arrive. Here are some tips to help you find it:

• For the next hour, check back every 10 minutes or so. Sometimes emails take awhile to arrive.
• Make sure that you check your bulk/spam folders. Sometimes these emails are filtered into the bulk or spam folder by mistake.
• Make sure to add 'noreply@meez.com to your contact list or address book, to help the email get past your spam filters. Without doing this, the email might get blocked by your spam filter.
• If you have tried the above tips, and are still unable to receive the email, see below for instructions on how to contact the Meez Abuse Team.

If you get the error: "We could not find that account. Please re-enter your email address and try again", check that you spelled the address correctly. If you did, then try again with other emails that you might have used for the account.

If you've tried all the emails you might have used on the account, and it still "cannot that account", that probably means the thief has changed the email on the account.
In this case, see below for how to contact the Abuse Team.

Step 3: If you cannot reset your password by email, contact Roscoe.

If you don't know the email on the account, or someone has changed your email address, the next thing to do is fill out the stolen account reporting form. If something goes wrong with the form, you can contact Roscoe directly. Bear in mind, though, that people who submit their requests via the form will get a much faster response.

Step 4: After your account is returned to you...

Please be sure to:

1. Change the password on the account.
2. Use a strong password, that would not be easy for other people to guess. In general, any word that might be in a dictionary, or which other people know has special meaning to you (like the names of anyone you are close to, the titles of songs/movies you like, etc) is a bad choice for a password. For information on choosing a good password, there are several sites, like this one.
3. Never tell anyone else your password, no matter what. There is no legitimate reason for giving someone else your password. Account sharing is against the rules, and people who want to steal accounts will almost always do so by trying to convince you to tell them your password. Even Meez employees like myself will not ask you for it.
4. Tell us if the user made any unauthorized purchases using your account, especially if they abused your credit card or PayPal information. We may be able to issue refunds for this, but you have to tell us about it as soon as possible.