Who is this for?
StoreHub merchants who suspect their BackOffice account has been hacked, or who see unauthorized changes to their bank account details.
Overview
If you cannot log in to your BackOffice, or if you notice your payout bank details have been changed without your permission, you must act immediately. This guide explains how to freeze unauthorized actions, report the issue to StoreHub, and secure your business data.
Before You Begin
Access to a phone to call StoreHub Support.
Access to your email account (if possible).
Your Store Name and Merchant ID (if known).
Step-by-Step Guide
Contact StoreHub Immediately
Your first priority is to alert StoreHub to stop any pending payouts to a fraudster's bank account.
1. Choose 1 of the following methods to contact us right away:
Phone Support: Call 03-9212 6688 (9:00 AM - 9:00 PM, Mon-Sun).
Live Chat: Go to your BackOffice or visit care.storehub.com to start a chat.
Email: Send an email to [email protected] with the subject line: URGENT: ACCOUNT HACKED - FRAUDULENT BANK CHANGE.
2. Provide the following information to the support agent:
Your Store Name.
Your Merchant ID (if you know it).
Clearly state: "My login was disabled" or "My bank details were changed without my permission."
Secure Your Email Account
Hackers often access your StoreHub account by hacking your email first to reset your password. You must lock them out of your email.
1. Change your email password.
Go to your email provider (Gmail, Outlook, Yahoo) and reset your password immediately.
2. Turn on Two-Factor Authentication (2FA).
This forces a user to have your phone to log in, even if they know your password.
For Gmail: Go to 'Manage your Google Account', then 'Security', then '2-Step Verification'.
For Outlook: Go to 'Security', then 'Advanced security options'.
3. Check for active sessions and sign out.
Look for a setting called 'Recent Devices' or 'Active Sessions' in your email security settings.
If you see a device you do not recognize (like a computer in another country), click 'Sign Out'.
Switch Your StoreHub Admin Email
If your email is compromised, it is safer to use a new email address for StoreHub.
1. Create a new, secure email address (for example: [email protected]).
2. Log in to your StoreHub BackOffice.
3. Go to 'Settings', then select 'Employees'.
4. Add a new user with the Admin role using your 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 Prevent Future Incidents
Once the immediate threat is over, follow these rules to stay safe.
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.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].