Recovering Hacked or Compromised Web-based Email Accounts

  • Solution ID:1055301
  • Last Updated:Sep. 01, 2019 11:43 PM (PST)
  • Applies to:Antivirus for Mac - 2020;Antivirus+ Security - 2018;2019;2020;Internet Security - 2018;Internet Security - 2019;Internet Security - 2020;Maximum Security - 2018;Maximum Security - 2019;Maximum Security - 2020;Premium Security - 2018;Premium Security - 2019;Premium Security - 2020;
  • Retrieve web-based email account | Trend Micro Security

This article teaches you on how to recover your compromised or hacked web-based email account (ie. Ymail, Gmail, Hotmail).


To retrieve your email account, do the following:

  1. Sign-in from a different computer as malware infections might be present on your computer.

    Such infections can use a fake login screen or listen to your keystrokes to collect login credentials.

  2. Change your email's password immediately once you have successfully logged in.
    If you forgot your password or if it was changed, do the following:
    • Retrieve your password through your security questions.
      This feature will ask you with the security questions that you had set during initial creation of the account. Security questions include alternate email address, date of birth, or a custom question.
    • If you cannot login to your account, contact your email host provider to get your account reset.
      Once you do this, be prepared with additional information that your email provider might need to reset your email account.
  3. Once you regained access to your account, determine what activity has occurred on your email account.
    This is necessary to inform people that might have received emails from your compromised account. Check the following areas of your email account:
    • Sent Items Folder - May store information or evidence of potential malicious emails that may have already been sent to your friends/colleagues.
    • Activity Log - Some providers have an Activity Log feature that allows you to check recent activity on your account.

You may use a Trend Micro Consumer Product or use our free Anti-Malware tools to identify and remove viruses, Trojans, worms, unwanted browser plugins and other malware infection on your computer. To prevent future compromise on your web-based email account, refer to best practices found in Knowledge Base article: Best Practices For Preventing your Web-Based Email Account from Being Hacked.