Act as though the incident can cause fraud and further access. Use the provider’s official recovery route, contain the affected account or site, contact your bank immediately if money or payment instructions are involved, preserve evidence, and bring in security and legal specialists when the scope exceeds your team’s expertise. A password change or visual website cleanup alone is not a complete recovery.
The correct response depends on five facts: whether the email account or website was compromised, whether the attacker can still get in, whether money moved, whether personal or regulated data was exposed, and which country and industry rules apply.
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What to do in the first hour
Use a known-clean device and an independently verified phone number or website. Do not follow recovery links in a suspicious message, and do not use contact details supplied by the attacker. Assign one person to coordinate the response and start a written timeline.
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- Identify the affected service. Record the mailbox, website, domain, hosting account, workstation, cloud tenant, or payment system involved.
- Stop risky transactions. Tell staff to pause payment changes, new beneficiary requests, password-reset approvals, and urgent data transfers received by email until verified through a trusted second channel.
- Preserve evidence. Save suspicious messages with full headers when possible, login alerts, invoices, bank details, screenshots, access logs, support tickets, and timestamps. Do not delete or rebuild systems before an investigator advises you if evidence may be needed.
- Contain access. Follow the provider’s official recovery process, revoke sessions and credentials where possible, and ask your host or platform to isolate a hacked site if visitors or customers could be harmed.
- Escalate early. Contact your bank for any suspected transfer, your IT or security lead, and counsel if personal data, regulated systems, contracts, or legal deadlines may be involved.
Do not make public claims about what happened until the facts are checked. An inaccurate statement can mislead customers and complicate an investigation.
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If your business email account was hacked
When you can still sign in
Secure the account and every route back into it. The Federal Trade Commission (FTC) recommends securing an account after regaining access, checking for signs of unauthorized use, and notifying contacts about the compromise.
- Change the password to a unique, long passphrase that has not been used on another service.
- Sign out all other devices and active sessions. Revoke application passwords, tokens, or connected apps you do not recognize.
- Turn on multifactor or two-factor authentication using a method your organization controls.
- Check recovery email addresses, phone numbers, authenticator devices, backup codes, delegates, forwarding rules, filters, signatures, and automatic replies. Remove anything the attacker added.
- Review recent sign-ins, mailbox rules, sent and deleted folders, contacts, calendar entries, and cloud-drive activity. Look for messages sent in your name, hidden forwarding, invoice changes, and password-reset notices.
- Change passwords for other services that used the same password or that can be reset through the mailbox. Do this from a trusted device.
Keep the original suspicious messages and account alerts. Exporting or preserving them before deleting them can help a provider, bank, insurer, or investigator determine what occurred.
When you are locked out
Start with the email provider’s official account-recovery page or business support channel reached through its known website. If an employer administers the account, notify the organization’s IT or security administrator immediately so they can disable sessions, reset credentials, review audit logs, and check whether other accounts were targeted. Exact administrator controls differ by service.
Do not create a replacement mailbox and abandon the old one without first dealing with forwarding, recovery settings, connected applications, and messages that may still be arriving. If the attacker controls the original account, contacts may continue receiving convincing requests from it.
Warn people who may trust the mailbox
Use a phone call, a separate email account, or another established channel. Tell customers, suppliers, and employees that messages sent during the affected period may be fraudulent, and give them a safe way to verify requests. Do not reply to the compromised conversation to validate a new bank account or payment instruction.
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Our business email account was accessed without authorization. Please ignore payment, password, or account-change requests sent from it until we confirm them by phone using the number already on file. If you acted on a suspicious message, contact your bank and us immediately through our established channels.A compromised mailbox can expose invoices, contact lists, contracts, internal conversations, and password-reset messages. Treat it as a possible impersonation and data-exposure incident even if you find no obvious outgoing spam.
If an email compromise changed payment details or money was sent
Time matters. Call the financial institution that sent the money immediately and request a recall, reversal, or other fraud-recovery action. The FBI’s Internet Crime Complaint Center (IC3) says rapid contact may reduce or eliminate losses, but recovery is not guaranteed.
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- Provide the amount, currency, date and time, destination account, beneficiary details, transaction identifiers, and any recall or cancellation reference.
- Ask the bank to contact the receiving institution and to place appropriate monitoring or restrictions on the account.
- Preserve the email thread, altered invoice, headers, call records, bank confirmations, and the legitimate supplier’s independently verified payment details.
- Verify the real supplier or customer through a known-good phone number or established portal, not a number in the suspicious message.
For US incidents, submit an IC3 complaint and identify the matter as business email compromise or account takeover as appropriate. Also consider local law enforcement, the FTC, the receiving or sending financial institution, and any applicable sector regulator. Outside the US, use your local police or cybercrime channel, bank-fraud team, and regulator.
Freeze or review pending payments and tell accounts-payable staff that no bank-detail change is valid until it passes your independent verification procedure. A second channel should be required even when the request appears inside an existing, familiar email thread.
If your business website was hacked
Contact the host and isolate the site
Contact the hosting company, domain administrator, or publishing platform through a known official channel. Ask for help reviewing access and logs, identifying the entry point, and isolating the affected site if visitors, payment functions, or customer data could be at risk. Restricting access may be appropriate, but coordinate the step with responders so evidence is not destroyed.
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Check for more than a defaced homepage
Search for unauthorized administrator accounts, unfamiliar files, injected scripts, hidden pages, spam landing pages, unexpected redirects, altered DNS records, and changes to checkout or form destinations. Google Search Console’s Security Issues report can show hacked pages that Google detected and provide remediation guidance. A clean report does not prove the site is uncompromised because Google’s detection is not exhaustive.
Google describes hacked content as unauthorized material introduced through a vulnerability, including code injected into existing pages and newly created spam or malicious pages. Review server, CMS, plugin, theme, database, CDN, domain, and administrator logs where available. Look for the earliest suspicious change, not just the most visible page.
Clean the cause, not only the symptoms
- Preserve a forensic copy or relevant logs before deleting files, if your responder advises doing so.
- Remove unauthorized users, pages, scripts, redirects, and modified files.
- Patch or replace the vulnerable content-management system, theme, plugin, server software, library, or dependency. Remove unused components.
- Reset unique credentials for hosting, CMS administrators, databases, deployment tools, domain management, and connected services. Enable multifactor authentication where offered.
- Check whether the attacker gained access through a workstation, reused password, exposed API key, or third-party integration. Clean that route as well.
- Test forms, checkout, downloads, redirects, administrator access, and monitoring from a clean environment.
Do not restore a backup blindly. A backup made after the intrusion can reinstall the attacker’s access. Use a known-clean backup only after responders establish that it is appropriate and the underlying weakness is closed.
Request a search-engine review after remediation
Once malicious content is removed and the security holes are closed, use Search Console’s review process if Google has reported a security issue. The review is not a substitute for investigation, and no fixed completion time should be promised to customers.
Containment, investigation, and evidence
Build an incident team suited to the affected systems: business leadership, IT or security, legal counsel, communications, operations, and an outside forensic investigator when internal capability is insufficient. FTC business-breach guidance emphasizes stopping further data loss, preserving forensic evidence, determining what information and how many people were affected, and using legal and forensic expertise as appropriate.
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Maintain an incident timeline
Record when the compromise was discovered; suspicious logins and messages; payment requests; systems, accounts, and data involved; containment actions; support-ticket numbers; decisions about notifications; and the people who approved those decisions. Keep the record in a controlled location with limited access.
Choose containment carefully
Containment differs by asset. A mailbox may require session revocation and rule removal; a workstation may need network isolation; a server or cloud tenant may require credential rotation and log preservation; a website may need temporary restriction and host-level investigation. Follow the advice of responders before wiping, rebuilding, or factory-resetting an affected system.
Do not publish technical details that could help an attacker or expose customers to additional risk. Share verified facts, practical protective steps, and a contact method instead.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If personal or regulated information may have been exposed
Determine which categories of information were accessible, how many people may be affected, whether financial-account or account-access information was taken, and whether copies appeared on the website, in search results, or elsewhere. If personal information was posted publicly, remove it from the site and check whether search engines or other services retained cached copies.
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Plan accurate notifications
Potential recipients include employees, customers, suppliers, business partners, insurers, and regulators. A useful notice explains what is known about the incident, what information may have been involved, what the business has done, and what recipients should do now. Do not speculate about unknown facts or state that no data was accessed until the investigation supports that conclusion.
Whether notice is required, to whom, and by what deadline depends on jurisdiction, the type of data, industry rules, contractual commitments, and the circumstances. US state breach-notification laws differ, and regulated sectors may have additional requirements. Obtain legal advice promptly when those factors may apply. Monitoring or identity-support services may be appropriate in cases involving financial information or Social Security numbers, but the need is fact-specific.
Who to contact and when to seek specialist help
| Situation | Immediate contact | Escalate when |
|---|---|---|
| You can still access a mailbox | Email provider, IT or security administrator | Recovery settings, forwarding, or other accounts changed |
| You are locked out of a mailbox | Provider’s official recovery and business-support channels | The attacker may still control recovery methods or connected apps |
| Money moved or bank details changed | Originating bank, then IC3 or local cybercrime reporting channel | Any transfer was sent, is pending, or the recipient cannot be independently verified |
| Website shows malicious content or redirects | Host, domain administrator, or publishing platform | Customer data, payment functions, or an unknown entry point is involved |
| Personal or regulated data may be exposed | Legal counsel, security responder, affected financial institutions | Notification, contractual, sector, or cross-border duties may apply |
For US businesses, relevant channels can include local law enforcement, IC3, the FTC, the financial institution involved in a transfer, and an applicable sector regulator. Reporting routes and mandatory notices differ outside the US. Consult counsel promptly if health information, payment data, children’s data, government information, or a contractual security obligation may be involved.
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Recovery and prevention after control is restored
- Rotate every compromised password and revoke exposed sessions, recovery methods, application passwords, API keys, and tokens identified during the investigation.
- Review administrator accounts, mailbox delegates, forwarding rules, filters, recovery details, website users, DNS and domain settings, and connected applications.
- Patch the CMS, themes, plugins, server software, libraries, and dependencies; remove components you do not need.
- Use unique credentials and multifactor authentication wherever the provider supports it.
- Ask your domain-email provider or web host about SPF, DKIM, and DMARC. These authentication methods help receiving servers distinguish authorized domain mail from impostors; they reduce spoofing risk but cannot repair a mailbox that has already been taken over.
- Restore only from a known-clean backup after responders approve the process and the original weakness is closed.
- Test backups and document who can restore systems, change DNS, approve payments, or administer the mailbox.
- Update the incident-response and business-continuity plans with what failed, which alerts were missed, and who must be called first.
- Train employees and customers to verify payment changes and sensitive requests using an independently sourced number or established portal.
Keep monitoring sign-ins, forwarding, DNS, website files, administrator changes, and payment activity for signs of persistence. Recovery is complete only when the attacker’s access path is removed, affected parties are addressed, and normal operations can be trusted again.
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