We got hacked! What happened?
We have faced a severe disruption when a hacking incident led to the deactivation of our business ad account on social media. This breach jeopardizes the launch of our new game and underscores the need for better support from large corporations for small businesses. Read on to learn about our ordeal and efforts to regain control.
A Wake-Up Call for Small Businesses
Last week, New Moments Games faced a significant setback that we are still grappling with. On Friday, I discovered that my personal Facebook profile had been hacked. This intrusion felt like a violation, an invasion from within. Here is the story, divided into different diary entries, about what happened, how we finally kicked the hackers out, and where we stand now as a company.
A massive setback · SUNDAY June 3rd
Last week, New Moments Games faced a significant setback that we're still grappling with. On Friday, I discovered that my personal Facebook profile had been hacked. This intrusion felt like a violation, an invasion from within. The hackers had accessed my profile, changed the password, added a Meta account, and linked two email addresses while enabling two-factor authentication. Every attempt to remove the Meta account and reclaim my profile was thwarted by verification requests, which I obviously couldn't meet.
Initially, I thought the problem was confined to my personal profile, which was distressing enough. But the situation worsened on Sunday when we received notifications that our New Moments Games advertising account, linked to my hacked profile, had been deactivated. The reason? A very expensive ad had been set up, and Meta couldn't process the payments. This ad wasn't ours; it was the work of the hackers. Fortunately, our new company card details hadn't been updated, saving us from potential financial losses—one small silver lining.
Currently, we owe Facebook hundreds of dollars, my profile is compromised, and I can't contact anyone at Meta for assistance. Despite being paying customers, it seems we don't pay enough to warrant direct support. This is a huge problem for us, especially now as we're on the brink of launching our second and most ambitious game to date—GNOME KINGDOM. I was planning a pre-order campaign with videos, images, and numerous ads to showcase our new Danish dice game to the world. We were set to roll it all out next week, but now, I can do nothing.
I'm utterly disheartened that this has happened, particularly right before the release of GNOME KINGDOM. This incident highlights our dependency on Meta's products, especially as a small business. Nearly all our marketing and customer interactions happen through social media. Without these tools, and without the ability to run campaigns to reach a broader audience, I'm concerned that selling our game successfully might become nearly impossible.
It's deeply frustrating that we can't get in touch with anyone at Meta for help. We're left to fend for ourselves. Part of me wants to boycott it all, but I also know that could be disastrous for our company. I'm at a loss for what to do next—it's incredibly frustrating.
Best
Charlotte
A Turning Point · Wednesday June 5th
First, the good news: The hackers have been kicked out! I can't describe the relief I feel—it's the first time since Friday that I can breathe easily.
This wouldn't have been possible without the help of our followers. I've been deeply moved by the support over the past few days—all your shares, cheers, kind words, advice, and network connections. It's felt like the most incredible support system, so thank you all so much for that. It means the world to me and to us as a small business.
So, how did we manage it? The shares reached a kind soul who works in IT and had experienced something similar with a family member. He called me last night to offer assistance. We spent 30 minutes trying various methods to set up new two-factor authentication apps and expel the hackers. I'm not entirely sure how, but it worked—hallelujah! All passwords have been changed again, and we can finally relax a bit.
In addition to the help from this kind stranger, I also managed to get through to Meta's support. Today, I spoke with a real person who helped review the situation. Unfortunately, her ability to assist was quite limited, so a new case has been sent to another team to investigate the hacking and the unauthorized ads. It's not an easy process.
My personal profile and our company's ad account are still deactivated, and we still owe Meta several hundred dollars. But hope is alive again, and I refuse to give up on resolving this and regaining full control over our accounts.
I really hope that next time I write, I will have more good news.
Best
Charlotte
Where We Are Now · Saturday June 8th
Today, my personal account is (still) secure, fortunately. But it is locked, and our business ad account is still deactivated. I have filed a new report with Meta and am waiting for them to get back to me. I fear that if I do not resolve this in time, Meta's systems will eventually delete my account or accounts because of the unpaid bill and maybe this could happen automatically before I get a chance to talk to an actual human being about the issues.
This is again a major problem for us as a small company. As a small business, we lack the financial resources and the influence to get immediate attention from large corporations like Meta. Our marketing efforts heavily rely on social media, and being locked out of our accounts disrupts our ability to reach our audience and potential customers. Without access to these platforms, our launch plans for GNOME KINGDOM are in jeopardy, and our growth prospects are severely hindered.
Despite the challenges we've faced, we are determined to move forward. This experience has highlighted the need for better support from major corporations like Meta, especially for small businesses that rely heavily on their platforms. While our trust has been shaken, we remain hopeful and resilient. We're exploring alternative marketing strategies and reinforcing our security measures to prevent future incidents.
To other small businesses out there, we urge you to stay vigilant and prepared. Ensure your accounts are secure, and don't hesitate to seek help from your community when needed. Together, we can navigate these challenges and continue to grow.
Thank you once again for your unwavering support. Let's look forward to the bright future of GNOME KINGDOM and many more exciting projects to come.
Best
Charlotte