If a company social media account suddenly asks followers to send cryptocurrency, join a giveaway, or click an unfamiliar investment link, treat the account as compromised—not as proof that the offer is genuine. Start recovery through the platform’s official app or website, secure the account and its recovery channels, stop fraudulent posts and messages, warn customers through a separate channel, and report the incident.
Is the cryptocurrency post really from your company?
Not necessarily. The FTC warns that scammers hack social media accounts and use them to spread scams; a cryptocurrency payment demand is a strong warning sign. A familiar company name, logo, or account history does not make a post trustworthy if the account may be under someone else’s control. Tell customers not to send cryptocurrency or provide passwords, payment details, or other sensitive information in response.
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Recover the account through an official route
Use the platform’s official app or type its website address yourself, then follow its instructions for a hacked or compromised account. Do not use recovery links sent in unsolicited messages, comments, or emails. The FTC’s account-recovery guidance links to recovery resources for several services; the exact process varies by platform and may change.
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Contain access beyond the social account
Tell the company’s IT or security contact and follow its incident procedures. Check whether the attacker could also access the email account used for recovery, administrator accounts, payment systems, or other company accounts. Change any other compromised passwords, especially reused passwords. If a device may be infected with malware, disconnect it from the network and have it assessed.
If personal information may have been accessed, involve the company’s incident-response, legal, and privacy leads promptly. Whether customers or regulators must be notified—and when—depends on the information involved and the applicable law. There is no universal notification deadline that can be applied without those facts.
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Remove scam content and identify who was exposed
Once you can manage the account, use the platform’s tools to remove or correct fraudulent posts and messages. Check both public activity and direct messages: the account may have contacted people privately as well as posted to its feed. Identify likely recipients so the company can warn them through a separate, trusted channel.
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Post a clear notice on a company channel customers can find independently, such as the company website or another account that remains under your control. State that the affected account was compromised, identify the fraudulent cryptocurrency request or link, and tell people not to send funds or share credentials or payment information. Do not direct customers to click a link in the warning.
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If you send a warning email, leave out hyperlinks so it does not resemble a phishing message. Give customer-facing staff a consistent response to use if people ask about the posts. The FTC advises businesses to notify customers promptly when scammers are impersonating them; its small-business cybersecurity guidance also recommends that warning emails contain no hyperlinks.
Report the account and preserve an incident record
Report the compromised account and scam content to the platform. In the United States, report the scam at ReportFraud.ftc.gov. The FTC’s small-business guidance also identifies local law enforcement and the FBI’s Internet Crime Complaint Center (IC3) as relevant reporting routes for business incidents. Reporting does not guarantee that the platform will restore the account or that cryptocurrency already sent can be recovered.
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Keep an incident record with copies of suspicious URLs, screenshots, timestamps, platform notifications, and report or support case numbers. Preserve relevant posts and messages before they disappear, while limiting access to sensitive customer information according to company procedures.
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| Situation | Priority |
|---|---|
| You can still sign in and company administrators retain control | Secure the account, end other sessions, verify recovery details, remove scam content, and review messages and recent activity. |
| You cannot sign in, or recovery details were changed | Start the platform’s official compromised-account process from its app or website. Avoid recovery links delivered in unsolicited messages. |
| Recovery email, devices, or other company accounts may also be compromised | Involve IT or security, secure those systems, and follow the company’s incident procedures alongside social-account recovery. |
| Customer or personal information may have been exposed | Escalate promptly to incident-response, legal, and privacy leads to assess the facts and any applicable notification duties. |
Reduce the chance of a repeat incident
After the immediate response, review who can administer the account, how access is granted and removed, and whether recovery contact details are current and controlled by the company. Use unique passwords and two-factor authentication where offered, and include social-account compromise in the company’s incident procedures. Recovery and reporting guidance is U.S.-focused here; organizations elsewhere should also follow the relevant local reporting and privacy requirements.
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