Who Is This For?
StoreHub merchants who suspect their BackOffice account was accessed without permission, who cannot sign in, or who see payout bank details they did not authorize.
Overview
If you cannot log in to BackOffice or you notice payout bank details changed without your approval, act immediately. This guide explains how to alert StoreHub first, protect your email and StoreHub access, involve police and your bank when needed, and reduce risk afterward.
For normal Support channels and hours, see here.
Before You Begin
A phone to call Support (preferred for payout fraud).
Access to your email account if you still control it.
Your store name and Merchant ID if you know them.
Step-by-Step Guide
Contact StoreHub Immediately
Your first goal is to alert StoreHub so the team can block or review suspicious payout changes.
1. Use one of these methods right away:
Phone Support (Monday to Sunday, 9:00 AM to 9:00 PM local time, same as the Help Center contact article):
Malaysia: +603 9212 6688
Thailand: +66 02 171 2526
Philippines: +63 2 8626 3739
Live chat: sign in to BackOffice if you still can, or open the Help Center and follow this guide to start chat.
Email: use the subject line exactly: URGENT: ACCOUNT HACKED - FRAUDULENT BANK CHANGE
Malaysia: [email protected]
Thailand: [email protected]
Philippines: [email protected]
2. Tell the agent clearly:
Your store name
Your Merchant ID if you have it
One plain sentence, for example: "My login was disabled" or "My bank details were changed without my permission".
Secure Your Email Account
Attackers often reach StoreHub by taking over your email first (password resets). Lock them out of email before you rely on email links again.
1. Change your email password with your provider (Gmail, Outlook, Yahoo, or other).
2. Turn on two-factor authentication. This forces a user to have your phone to log in, even if they know your password.
Gmail: go to 'Manage your Google Account', then 'Security', then '2-Step Verification'.
Outlook: go to 'Security', then 'Advanced security options'.
3. Review active sessions.
Find 'Recent devices' or 'Active sessions' in your email security settings.
Sign out of anything you do not recognize.
Switch Your StoreHub Admin Email
If you believe the owner email is compromised, create a new email address you control, then add an admin user in StoreHub.
1. Create a new email address you will use only for admin access (for example: [email protected]).
2. Sign in to BackOffice.
3. Go to 'Settings', then open 'Employees'.
4. Add a new user with Admin access using the new email address.
Note:
Use this new email for future logins. This prevents the hacker from using your old email to reset your StoreHub password again.
File Reports with Police and Bank
Since financial fraud may be involved, you need official records.
1. File a Police Report.
Visit your nearest police station.
Report that an unauthorized person accessed your POS system and attempted to divert business payouts.
Note:
Take a photo or scan of the report and email it to [email protected]. This helps StoreHub legally hold funds or assist investigations.
2. Call your Bank.
If you think your business bank credentials were also stolen, call your bank's fraud hotline immediately.
How to Reduce Risk Afterward
Never share passwords:
Do not share the main Owner email and password with staff.Use Staff Logins:
Create unique PINs for staff in 'Employees' settings. Limit their permission so they cannot access 'Settings' or 'Account & Billing'.Watch for Phishing:
StoreHub will rarely ask you to click a link to "verify" your account. Check the sender email. If it does not end in @storehub.com, do not click it.Weekly Check:
Log in every Monday to verify your Payout Bank Account number is correct.
FAQs
1. Should I email or call first?
If payouts or bank details might be wrong, call the Support number for your country first. Email with the urgent subject line if you cannot get through on phone.
2. I cannot sign in to BackOffice at all. What do I do?
Call Support with your store name. Use the emergency email subject line from a safe email account if phone is not possible.
3. Will StoreHub ask me to verify my account by clicking a random link?
Be suspicious of unexpected links. When in doubt, open the Help Center yourself and start live chat or call the official numbers in How to Contact StoreHub Support.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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