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If an exchange account may have been accessed without your permission, contact the exchange through a verified channel and secure the email account tied to it. Then replace exposed passwords, remove unauthorized access and recovery methods, enable multifactor authentication, and report suspicious transactions promptly. These steps can limit further access, but they cannot guarantee that stolen crypto can be recovered.
First, distinguish an exchange incident from an account takeover
An exchange-wide hack and someone taking over your individual account are different problems. If the exchange reports an incident, follow notices and instructions published through its verified channels. The steps below focus on securing your account and the email and recovery routes that can unlock it; they cannot establish whether the exchange’s own systems are safe or whether particular assets are recoverable.
A compromised email account can be a route into an exchange account. Singapore Police Force guidance describes criminals identifying exchanges from inbox messages, hiding exchange emails with forwarding or inbox rules, and intercepting password-reset links or one-time codes. Reusing a password exposed in an unrelated breach can also put an exchange login at risk. Singapore Police Force advisory, 12 September 2026; updated 15 September 2026.
What to do right away
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Contact the exchange through a verified route
Open the official app, use a bookmark you already trust, or independently verify the provider’s website address. Report suspected unauthorized access and ask whether the provider can restrict, secure, or freeze the account. Availability and terminology vary by exchange. Do not follow links or phone numbers in an unexpected message claiming to be support.
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Secure the linked email account
Change its password if it was exposed or reused, enable multifactor authentication (MFA), and check that its recovery email address and phone number are yours. End sessions you do not recognize. Inspect forwarding settings and inbox rules, and remove any you did not create; an attacker may use them to hide security alerts or capture reset messages. FTC guidance also recommends changing a compromised account’s password and checking its settings: FTC, “Hacked email or social media account?”.
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Replace exposed passwords and remove unauthorized access
Set a new, unique password for the exchange. Change it anywhere else you reused it, too. Review trusted devices, recovery methods, and authentication methods; remove anything you did not authorize, and sign out unknown sessions where the provider offers that option.
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Enable MFA and check recent activity
Turn on MFA for both the exchange and email account. Where supported, Singapore Police Force advises using an authenticator app rather than SMS, which is more susceptible to interception. Review recent logins, account changes, transaction history, and alerts if available; the exact tools differ by provider.
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Check any device that may be compromised
If you suspect malware or unauthorized access on a phone or computer, do not enter replacement credentials on it until it has been checked. Use a trusted device if available, update security software, and run a scan. These are FTC-recommended steps for recovering hacked accounts: FTC, “How to recover your hacked email or social media account”.
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Report the incident and keep a record
Save transaction IDs, destination addresses, timestamps, account notifications, support case numbers, and suspicious contact details. For a fraudulent crypto payment in the United States, the FTC advises contacting the exchange or ATM operator immediately, explaining that the transaction was fraudulent, and asking whether it can be reversed. Report the incident as well: FTC, “What To Know About Cryptocurrency and Scams”. For suspected account takeover or crypto fraud, the FBI recommends filing a detailed complaint with the Internet Crime Complaint Center (IC3).
How to choose MFA for future sign-ins
Use the strongest method that both your exchange and email provider support, and make sure you can retain access to its recovery options. SMS depends on a phone number and can be intercepted. An authenticator app avoids SMS delivery, while a FIDO2-compatible hardware security key can provide phishing-resistant sign-in when a service supports it. CISA describes cryptographic keys as one phishing-resistant option; check compatibility with each provider before relying on a key: CISA, “Implementing Phishing-Resistant MFA”. No MFA method can reverse a completed transfer or protect assets from a compromise of the exchange’s own systems.
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What to expect from recovery—and what to avoid
Reporting quickly gives the exchange or relevant provider a chance to investigate or act; it does not ensure a freeze or reversal. The FTC warns that crypto payments can be difficult to recover and do not have the same legal protections as credit- and debit-card payments. In the United States, report fraud to the FTC and account takeover to IC3; reporting channels differ in other countries.
Be wary of unsolicited “recovery agents,” callers claiming to be exchange support, and anyone asking for your password, seed phrase, MFA code, or one-time passcode. FBI guidance warns about phishing and support impersonation used to obtain credentials and codes. Navigate to the provider independently and use a verified contact route to call back. Never move assets to an address supplied by a caller or supposed support agent.
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