My Onoff account was hacked: how do I recover and secure it?

Summary: If someone has taken control of your Onoff account, for example by changing the login email address, contact our team. They will secure the account and restore your email address. Then reset your password and turn on two-factor authentication (2FA).

Related questions

• My account was hacked.
• The email address of my account was changed without my consent.
• How do I secure my Onoff account?

Step 1: report the hack

Contact our team (Contact Customer Care team) with your Onoff number and your account's original email address. We may ask for an ID document and the latest bill from your main operator to verify that you are the account holder.

Step 2: reset your password

Once your email address has been restored:

1. Open the Onoff app.
2. On the login page, tap "I already have an account" and then "Reset password".
3. Enter your email address and follow the link you receive to choose a new password.

Step 3: turn on two-factor authentication (2FA)

Turn on two-factor authentication in your account's security settings. It adds a second check at login and prevents anyone who knows your password from accessing your account.

Important

• Choose a password that you do not use for any other service.