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If you suspect your crypto exchange account was accessed, contact the exchange through a verified channel, secure the email account linked to it, and change exposed or reused passwords. Then remove unauthorized recovery methods and sessions, enable multifactor authentication, and report suspicious transactions promptly. These steps can help limit further access, but they cannot guarantee that stolen crypto will be recovered.
First, distinguish an exchange breach from an account takeover
An exchange-wide hack and someone taking over your individual account are different incidents. If the exchange reports a breach, follow notices and instructions from its verified website or app; these steps cannot establish whether the exchange’s own systems or your assets are safe. If you suspect your login or linked email was compromised, secure both accounts and their recovery paths.
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A compromised inbox can expose which exchange you use, hide security messages with forwarding or inbox rules, and let an intruder intercept password-reset links or one-time codes. Reused passwords from unrelated breaches may also provide a route in. The Singapore Police Force advisory dated 12 September 2026 and updated 15 September 2026 describes these risks.
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What to do, in order
- Contact the exchange through a verified route. Open its official app, use a saved bookmark, or independently verify its web address. Report suspected unauthorized access and ask whether it can secure, restrict, or freeze your account. The available action and terminology depend on the provider. Do not follow a link or phone number sent by an unsolicited caller or message.
- Secure the email account tied to the exchange. From a trusted device, change its password if it was exposed or reused, and turn on MFA. Check that recovery email addresses and phone numbers are yours, end sessions you do not recognize, and inspect forwarding settings and inbox rules. Remove unfamiliar rules that could hide password resets or security alerts.
- Replace exposed credentials and recovery methods. Create a new, unique exchange password; change it anywhere else you reused it. Remove unauthorized trusted devices, authentication methods, or recovery options, and sign out unknown sessions where the provider allows it.
- Enable MFA and inspect activity. Turn on MFA for both the exchange and email. Where available, prefer an authenticator app to SMS: the Singapore Police Force says SMS verification is more susceptible to interception. Review recent logins, account changes, transaction history, and security alerts. The details and controls vary by provider.
- Check the device if it may be compromised. If you suspect malware, do not enter replacement credentials on that device until it has been checked; use another trusted device if possible. The FTC recommends updating security software and running a scan when recovering a hacked account. See its hacked-account guidance.
- Document and report the incident. Save transaction IDs, destination addresses, timestamps, account notifications, support case numbers, and suspicious contact details. If you are in the United States and crypto was sent fraudulently, the FTC advises contacting the exchange or ATM operator immediately, explaining that the transaction was fraudulent, and asking whether reversal is possible. The FTC reporting site accepts fraud reports; account takeovers can also be reported to IC3. Reporting agencies differ by country.
Choose MFA with provider support and recovery in mind
No method is universally supported by exchanges and email providers, and no sign-in factor makes an account infallible. Check each provider’s current settings and keep recovery methods available without sharing their secrets.
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- Effortlessly build your crypto portfolio via the all in one Ledger Wallet app: buy, sell, send, receive, swap, stake and more across popular blockchains. 15,000+ coins & tokens in a single dashboard. Keep a close eye on the market. Compare service providers. Track performance. Get timely alerts. Build your portfolio with confidence.
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| Method | What to consider |
|---|---|
| SMS verification | It depends on access to your phone number and may be vulnerable to interception. The Singapore Police Force recommends an authenticator app instead where possible. |
| Authenticator app | Recommended over SMS where possible by the Singapore Police Force. Confirm that the exchange and email provider support it and keep account recovery options secure. |
| FIDO2-compatible hardware security key | CISA identifies cryptographic keys as a phishing-resistant MFA option. Confirm that both providers support the standard and plan how to keep access if the key is lost. A key does not reverse stolen transfers or protect assets from an exchange’s own system compromise. |
See CISA’s guidance on implementing phishing-resistant MFA for more on cryptographic keys.
Beware of recovery scams
Do not trust unsolicited “recovery agents,” callers claiming to be exchange support, or anyone asking for your password, seed phrase, MFA code, or one-time passcode. Fraudsters may impersonate support or use phishing to obtain credentials and codes. Navigate to the provider independently, and if you need to call, use a contact route you have verified yourself. Never move assets to an address supplied by a caller.
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What reporting can—and cannot—do
Prompt reporting gives the exchange or relevant payment provider a chance to investigate or act; it does not ensure a reversal or recovery. The FTC notes that crypto payments can be difficult to recover and do not have the same legal protections as credit and debit cards. In the United States, contact the exchange promptly and report fraud to the FTC; IC3 is another reporting route for account takeover. Use the appropriate agency for your country.
If the provider confirms an exchange-wide incident, follow its verified incident guidance rather than assuming an individual account reset addresses the underlying issue. Neither MFA nor a hardware key can make an exchange’s own systems secure or guarantee that an asset is recoverable.
Quick Recap
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