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Fix an account that says suspicious activity

We'll help you verify the activity, secure the account, change the password, and revoke unauthorized access—or when to contact support.

Troubleshooting · Accounts & access
10–20 min
What you'll need
  • Access to the account (email, phone, or recovery method)
Step 1 of 5

Quick triage — pick your path

Get started

Choose the option that matches what you see. You can jump straight to that section.

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Steps

Goal: Verify the activity, secure the account, and revoke unauthorized access.

  • Check the alert—device, location, time. Confirm whether it was you.
  • Good: You recognize it. Click “That was me” and continue. Proceed to Confirm path.
  • Bad: You did not make the activity. Proceed to Secure path.

Confirm path

Goal: Clear the alert when the activity was yours.

  • Click “Yes, that was me” or “I recognize this” in the alert.
  • Consider enabling two-factor authentication if not already on.
  • Good: Alert cleared. No further action needed.

Secure path

Goal: Secure the account when the activity was not yours.

  • Change your password immediately. Use a strong, unique password.
  • Enable two-factor authentication. Review devices and sign out any you do not recognize.
  • Check for unauthorized emails, payments, or profile changes. Reverse what you can.
  • Good: Account secured. Update recovery options and check other accounts with the same password.
  • Bad: Cannot sign in or revoke access—contact support.

When to get help

Contact the service support if:

  • You cannot sign in to the account.
  • You see unauthorized purchases or irreversible changes.
  • You believe someone else has access and you cannot revoke it.

Have your account email and proof of identity ready.

Verification

  • The suspicious activity alert is resolved.
  • Password is changed and two-factor authentication is enabled.
  • Only your devices and trusted apps have access.
  • Recovery email and phone are correct.

Escalation ladder

Work from the device outward. Stop when the problem is fixed.

  1. Confirm activity Check if the sign-in or activity was yours.
  2. Change password Set a new strong password if it was not you.
  3. Enable 2FA and review devices Turn on two-factor authentication and sign out unknown devices.
  4. Contact support Call or chat if you cannot regain access.

What to capture if you need help

Before calling support or posting for help, have these ready. It speeds everything up.

  • Account and service name
  • Whether the activity was confirmed as yours
  • Steps already tried

Was the activity yours?

New device, location, or time can trigger alerts. Confirm before taking action.

Check the alert—device, location, time. Yes: click "That was me" or similar. No: proceed to secure the account.

Yes No

You can change your answer later.

Confirm and continue

No action needed if it was you.

Click "Yes, that was me" or "I recognize this." The alert will clear. Consider enabling 2FA if not already on.

Done

Secure the account

Change password, enable 2FA, sign out unknown devices.

Change your password. Enable two-factor authentication. Review devices and sign out any you do not recognize. Check for unauthorized changes.

Yes No

You can change your answer later.

Account secured

Update recovery options. Check other accounts that shared the password.

Done

Contact support

Contact the service if you cannot sign in or revoke access. Have account email and proof of identity ready.

Done

Reviewed by Blackbox Atlas

Frequently asked questions

What does "suspicious activity" on my account mean?
The service detected sign-ins from a new device, location, or at an unusual time. It may be you—e.g. traveling or new phone—or someone else. Verify recent activity and secure the account.
What should I do when I see a suspicious activity alert?
First confirm it was you. If not, change your password, enable two-factor authentication, and sign out of unknown devices. Check for unauthorized changes (emails sent, payments, profile edits).
When should I contact support for suspicious activity?
Contact support if you cannot sign in, see unauthorized purchases or changes, or believe someone else has access and you cannot revoke it.

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