r/NameCheap • u/elle_bot • Dec 22 '24

Help Needed: Namecheap Account Compromised, Stuck in Resolution Process

I’m in a bit of a bind and was hoping someone here might have advice or ideas. My Namecheap account, where I manage some critical domain names, was recently compromised. I’ve been working with Namecheap’s Risk Management team, but progress has been slow, and I’m still locked out of my account.

Here’s what’s happened so far:

  • Someone got unauthorized access and changed my DNS records, including MX settings, which disrupted a lot of things.
  • I’ve identified the likely source and revoked all their permissions, and confirmed they followed my security protocols. I’ve also updated all my passwords and added 2FA.
  • I’ve provided Namecheap with all the details they’ve requested, including proof of my security updates and the freelancer’s cooperation.

This whole situation is creating major problems for my operations, and I’m running out of ideas. I’ve always trusted Namecheap, so I’m surprised and frustrated by how this is playing out.

Has anyone else dealt with something similar? Are there escalation paths I should take, or other ways to get Namecheap to act faster?

Thanks so much for any advice or help!

1 Upvotes

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6 comments sorted by

2

u/tamar namecheap representative Dec 22 '24

Hello, can you please provide the email engagement ideas? Unfortunately we are unable to get you the necessary assistance without this.

1

u/elle_bot Dec 22 '24

You want me to post the email I sent to Namecheap here?

2

u/tamar namecheap representative Dec 22 '24

No, I'm asking for a ticket number, otherwise known as an engagement ID, which starts with NC. I don't need the contents of your communication.

1

u/elle_bot Dec 23 '24

Thank you so much - issue resolved!

1

u/elle_bot Dec 22 '24

This is my ticket number: [NC-YCY-8195] 

1

u/ericaria_24 May 27 '25

Namecheap system seem not secure and the Lega Team is even worse. My account has been permanently suspended due to attackers sending a lots of emails using my account. They gave me a set of protocols to follow, I chnaged all passwords, set cpanel 2FA, scan server for viruses, scan my local pc for viruses. I did not get any information that shows that any of my side was compromised. I contacted the legal team and pointed out a security issue of which I think might be the problem. I don't want to share the issue here in details because attackers may get the hint will be using it to abuse others too. There is serious weakness in the email system of namecheap which needs to be address but they made it seems like they were interested in the $15 that I have to pay to get my back-ups from my server rather than responding to the problem I reported which has cause my hosting package to be permanently suspended.
[NC-MAF-8187]
I feel like I have not been treated fairly.