What should I do if my account has been stolen?

“I suspect somebody else is using my account or has access to my account…what should I do?”

If you still have access to your account, it is best to login and change your password immediately.

If you are not able to access your account via the login page, but have set up your account to use 2FA (two factor authentication with our software based tokens) you will still be able to login using your 2FA software code and your pin number (if you have not set up 2FA, learn more about it here). If you have the SSL key certificate that is included in the 2FA download, you can also use that to reset your password.

If you are unable to access your account and have not set up 2FA for your account, please contact us immediately.

For continued protection, it is always a good idea to keep an eye on your account by logging in at https://mail.psmail.net/ and clicking on “Account Status” in the left-hand sidebar. This will display a “Last Login Time” field, which shows when you logged in to PSMail most recently.* If this gives you reason to suspect that someone else has accessed your account, contact us immediately.

*NOTE: This includes VPN login, IMAP/POP login, and web based login.

Locked Accounts

If your account has been stolen and malicious content has been sent from your account, we lock your account for up to 1 week (7 days) or till we can get confirmation that your account has been cleaned up, whichever is later. Listed below are the required steps that we expect you to perform before we can re-enable your account from a lockout due to compromise or misuse.

1. Update your computer, remove any virus/malware, and wipe your computer if necessary (reinstall operating system and/or restore from last known backup).

2. Update your browser software. Visit https://www.whatismybrowser.com/and check if your browser is out of date .

3. Update your password in any systems where you have used the same or similar passwords. Choose a strong password that you can remember but other cannot guess.

4. Contact us confirming that you have changed your password.  You will have to use the “Contact us” page in our website, send us a text to +14047040961, or call our service desk at +14047040961.

If we do not get confirmation from you or your account continues to send malicious content, your account may be permenantly disabled.  No refund will be issued for such account compromise.



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