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Act immediately, but do not destroy evidence. Use the email provider’s official recovery process, contact your bank through a trusted number if money or payment instructions are involved, and notify your web host or publishing platform if the site is affected. Then contain access, preserve logs and messages, determine what data was exposed, and close the weakness that allowed the attacker in. The exact reporting and notification duties depend on your country, industry, systems and the information involved.
What to do in the first hour
Use a known-clean device and a trusted internet connection if possible. Do not follow recovery links or telephone numbers supplied in a suspicious message. Open the provider, bank or host’s official website yourself, or use a phone number already stored in your records.
- Decide which asset is affected. Is it a mailbox, a website, a workstation, a server, a cloud account, or several systems? Treat an email takeover and a site compromise as separate incidents until investigation shows otherwise.
- Contain active access. If you can still sign in, reset the affected password, sign out other sessions and enable multifactor authentication where available. If you cannot sign in, start the provider’s official recovery process and contact the organization’s administrator or business support team.
- Stop financial activity that depends on the compromised channel. Pause payment-detail changes, new payees, refunds and urgent transfer requests received by email. Verify them with the supposed sender through an independently obtained phone number or established portal.
- Call the originating financial institution immediately if money moved. Request a recall or reversal and explain that the transfer is fraudulent. Speed can affect the chance of recovery, but a recall is not guaranteed.
- Contact the website host or publishing platform if the site is hacked. Ask about isolating the site, reviewing access and server logs, and identifying the entry point. If visitors are at risk, temporarily restrict affected functions while qualified responders investigate.
- Preserve evidence before wiping or rebuilding anything. Save suspicious emails, headers, login alerts, screenshots, invoices, transfer details, support tickets and relevant logs in a controlled location. Record times in one incident timeline.
- Assign an incident lead. Bring in business leadership, IT or security, legal counsel, communications and operations. Add an outside forensic investigator when internal expertise is insufficient or the scope is unclear.
Do not announce a cause, affected data set or number of victims until those facts have been checked. A fast but inaccurate statement can mislead customers and complicate legal, insurance or law-enforcement work.
If your business email account was compromised
When you can still access the mailbox
- Change the password to a long, unique value that has not been used anywhere else.
- Use the provider’s security page to sign out every other browser, phone and application session. Revoke application passwords, tokens or connected apps that you do not recognize.
- Turn on two-factor authentication or the provider’s strongest available sign-in method. Store recovery codes in a protected location.
- Check recovery email addresses and phone numbers. Remove anything you do not control and confirm that your own details were not replaced.
- Review recent sign-ins, forwarding rules, mailbox delegates, filters, auto-replies, signatures and sent items. Attackers often create forwarding or filtering rules that hide replies while silently copying messages.
- Inspect connected cloud storage, calendars, address books and password-reset messages. Rotate credentials for other services if the mailbox could have been used to reset them.
Perform these changes from a clean device. If the account is managed by an employer, tell the IT or security lead immediately so administrators can revoke sessions and check whether other accounts share the same credentials.
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When you are locked out
Follow the provider’s official account-recovery workflow, reached through its known website or support channel. Provide the requested ownership information and preserve recovery-case numbers and correspondence. Do not pay an unknown “support” service or give a caller a one-time authentication code.
An administrator may need to suspend the account, revoke active sessions, reset authentication methods and review tenant-wide logs. Exact controls differ by provider, so document what was changed and when. If the account cannot be recovered promptly, create a temporary, separately secured communication channel for staff, customers and suppliers.
When the mailbox sent suspicious messages
Warn likely recipients through a different trusted channel, such as a phone call, text message or separate email account. Tell them not to open attachments, follow links, change payment details or rely on the compromised conversation. Ask staff to treat any request for money, credentials or account changes as untrusted until verified through a second channel.
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If money was sent or payment instructions changed
Business email compromise frequently appears as a legitimate invoice correction, new bank account, urgent payroll request or executive instruction. Replying to the same email thread does not prove that new instructions are genuine.
| Situation | Immediate action | Evidence to retain |
|---|---|---|
| Wire or electronic transfer completed | Call the originating bank’s fraud department immediately; request recall or reversal, then report the fraud through the applicable cybercrime channel. | Transfer amount, date and time, originating and receiving account identifiers, invoices, emails, headers and bank case number. |
| Payment details changed but no payment sent | Freeze the change, verify the correct details with the supplier or customer using an independently sourced contact, and alert accounts-payable staff. | Original and altered invoices, approval records, messages, phone numbers used and the person who confirmed the correction. |
| Credentials or banking access exposed | Contact the financial institution, close or reset affected access, revoke sessions and monitor for unauthorized activity. | Login alerts, device information, reset times, transaction history and communications with the institution. |
For businesses in the United States, the FBI’s Internet Crime Complaint Center (IC3) accepts reports for business email compromise and account-takeover fraud. IC3 advises reporting fraudulent wire transfers to both the bank and IC3. The bank’s recovery effort is time-sensitive but cannot be promised. Outside the United States, use the local police or cybercrime reporting service and the relevant banking authority.
If your business website was hacked
Contact the host and isolate the affected service
Use the host, domain administrator or publishing platform’s official support channel. Ask for access-log review, a list of changed files and users, and advice on isolating the site without erasing forensic evidence. If malicious code is actively redirecting visitors, serving downloads or exposing customer data, restrict the affected pages or take the site offline in coordination with responders.
Look for more than a defaced home page
Check for unfamiliar administrator accounts, new files, injected scripts, unexpected redirects, altered DNS or domain settings, spam pages, hidden links, modified templates and changes to payment forms. Hacked content can be added as new pages or injected into legitimate pages, so a normal-looking homepage does not establish that the site is safe.
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Google Search Console’s Security Issues report can list hacked pages that Google has detected and provide remediation information. It is useful evidence, not a complete security test: a clean report does not prove that no compromise exists.
Remove the entry point, not only the visible symptom
- Identify how the attacker entered, such as a stolen administrator credential, vulnerable content-management software, outdated plugin, exposed server service or compromised third-party account.
- Preserve logs and a copy of affected files before making broad changes, following the instructions of your investigator or host.
- Remove unauthorized users, files, scripts, pages and redirects. Replace altered code with known-clean versions.
- Patch or replace the vulnerable content-management system, theme, plugin, server software or dependency. Remove components that are no longer needed.
- Reset administrator and hosting credentials, revoke sessions and review DNS, domain, deployment and connected-application access.
- Test the site, forms, checkout and administrative functions from a clean environment. Check that monitoring and backups work.
After cleanup and closure of the security holes, request a review through Search Console if Google has reported a security issue. Review completion and removal of warnings have no guaranteed turnaround time.
Containment, investigation and evidence
Containment depends on the asset. A mailbox may require session revocation and rule removal; a server may require network isolation; a website may need a controlled maintenance page; a cloud tenant may require disabling tokens and reviewing every administrator. Do not apply a generic “reset everything” plan before responders identify what must be preserved.
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- When the first suspicious login, message, redirect or transaction was noticed.
- Accounts, devices, websites and cloud services involved.
- Actions taken, by whom, and at what time.
- Support tickets, bank case numbers and reports filed.
- Systems and data that are confirmed affected, suspected affected or not yet assessed.
- Decisions about customer, employee, partner or regulator notifications.
Store original emails and logs with their metadata when possible. Keep working copies separate from originals, limit access, and document any export or transformation. Follow forensic advice before deleting accounts, rebuilding servers or restoring backups because those actions can remove evidence.
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When personal or regulated information may be exposed
Determine what categories of information the attacker could access, how many people may be affected, whether financial-account credentials were involved, and whether copies appeared on the website or elsewhere. If personal information was posted publicly, remove it from the site and check whether search engines or other services have retained cached copies.
Notify the institution that maintains an exposed financial or account-access credential so it can monitor or protect the account. Consider additional monitoring or identity support when financial information or government identification numbers were involved; the appropriate response depends on the data and the people affected.
Prepare communications for employees, customers, partners and other affected groups only after the facts are sufficiently verified. A useful notice explains:
- What happened and when, in plain language.
- What information may have been involved and what remains unconfirmed.
- What the business has done to contain and investigate the incident.
- What recipients should do, including how to verify genuine follow-up messages.
- How to contact the business through a trusted channel.
Notification rules vary by jurisdiction, industry, contract, data type and the likelihood of harm. United States state breach-notification laws can differ from one another, and sector rules may add requirements. Obtain legal advice before choosing a deadline or wording; general guidance cannot determine a duty for a particular incident.
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Reporting and deciding when to bring in specialists
United States businesses may need to involve local law enforcement, IC3, the Federal Trade Commission, the financial institution involved, and a sector regulator. The appropriate set depends on whether the incident involved fraud, personal information, health data, payment systems, critical services or contractual security obligations.
Engage qualified security or forensic help when the attacker may still be present, administrator access is unclear, customer or regulated data is involved, a payment moved, the website remains unstable, or internal staff cannot preserve and interpret logs. Counsel can coordinate notification decisions, contractual duties and interactions with insurers or authorities. Outside the United States, use the equivalent local police, cybercrime, privacy and sector channels.
Recovery and prevention after control is restored
Secure identities and access
- Rotate every compromised password and any password reused elsewhere. Revoke exposed sessions, recovery methods, application passwords, API keys and tokens.
- Review administrator accounts, delegates, forwarding rules, filters, recovery details and connected applications across the email environment.
- Use unique credentials, least-privilege administration and multifactor authentication wherever offered.
- Review endpoint and cloud logs for additional accounts or devices that the attacker may have used.
Harden the website and domain
- Patch the content-management system, themes, plugins, server software and dependencies; remove unused components.
- Restrict administrative access, protect deployment credentials and monitor file, DNS and domain changes.
- Restore from a known-clean backup only after responders determine that it will not overwrite evidence or reintroduce the vulnerability.
- Ask the domain email provider or web host about SPF, DKIM and DMARC. These controls help receiving servers distinguish authorized domain mail from impostors, but they do not recover a mailbox that has already been taken over.
Change business processes
- Require independent verification for payment-detail changes, new payees, refunds and urgent requests. Use a phone number or portal obtained from an established record, not from the suspicious message.
- Tell employees and customers how legitimate support and payment requests will be verified.
- Update the incident-response, backup and business-continuity plans with contacts, escalation thresholds and evidence-handling procedures.
- Run a post-incident review that addresses the actual control failure rather than assigning blame.
A practical decision guide
| Question | Priority contact | Why it changes the response |
|---|---|---|
| Can you still sign in? | Email, hosting or cloud administrator | Immediate session and credential revocation may stop ongoing access. |
| Did money move? | Originating bank, then law enforcement or IC3 where applicable | Recall options are time-sensitive and separate from account recovery. |
| Is the site serving malicious content? | Host or publishing platform, security specialist | Visitors may need protection while evidence and the entry point are assessed. |
| Could personal or regulated data be exposed? | Legal counsel, privacy lead and applicable regulator | Notification, contractual and sector obligations may apply. |
| Is the attacker still present or the scope unknown? | Incident-response or forensic specialist | Premature wiping or rebuilding can miss persistence and destroy evidence. |
| Are you outside the United States? | Local police, cybercrime, banking and privacy authorities | US reporting channels and deadlines may not apply. |
Recovery is complete only when access is controlled, the entry point is closed, affected people have received any required and accurate notice, and monitoring shows no continuing unauthorized activity. A password reset or a newly restored homepage alone is not proof that the incident has ended.
Quick Recap
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