Discovering that your computer or online accounts may have been compromised is stressful — but acting quickly can significantly limit the damage. This article walks you through exactly what to do, step by step.
Signs You May Have Been Hacked
On your computer:
- Your computer is running unusually slowly or behaving strangely
- Programs are opening or closing on their own
- Your mouse is moving without you touching it
- New programs have appeared that you didn't install
- Your antivirus has been disabled or is reporting threats
- You're being redirected to unexpected websites when browsing
- Files have disappeared or been renamed
On your online accounts:
- You can't log in to an account even though you know the password
- You receive emails about password changes or logins you didn't make
- Friends or family receive strange messages from your accounts
- Purchases or transactions appear that you didn't make
- Your email contacts receive spam that appears to come from you
On your bank account:
- Transactions you don't recognise
- Unexpected transfers or withdrawals
- New payees you didn't set up
Don't Panic — Act Quickly
The most important thing is to act fast. The longer a hacker has access, the more damage they can do. Follow these steps as quickly as possible.
Step 1 — Disconnect From the Internet
If you believe your computer has been actively compromised — for example malware is running or someone is remotely controlling it — disconnect from the internet immediately.
WiFi: Turn off WiFi on your computer or disconnect from your network Ethernet: Unplug the ethernet cable from your computer
This stops any ongoing access and prevents further data from being sent out. Then contact us straight away.
Step 2 — Contact LanClub
If your computer is still connected to the internet, submit an urgent ticket at https://help.lanclub.nz or email help@lanclub.nz with the subject: URGENT — Possible Security Breach
If you've disconnected from the internet in Step 1 and can't access email, call or text us directly on your phone:
📞 +64 22 573 3469
You can also use your phone to submit a ticket or email us via mobile data if your home WiFi is disconnected.
Describe what you're seeing as best you can. We'll prioritise your request and connect remotely to assess the situation as soon as possible.
Step 3 — Change Your Passwords
For any accounts you believe have been compromised, change your passwords immediately using your Bitwarden vault to generate strong new ones.
Start with the most important accounts first:
- Email — this is the master key to everything else. If your email is compromised, attackers can reset passwords on all your other accounts
- Banking and financial accounts
- Social media accounts
- Any other accounts that use the same password as a compromised one
If you can't access your Bitwarden vault, call or text us on +64 22 573 3469 and we'll help you regain access.
Step 4 — Contact Your Bank
If you have any reason to believe your banking details or financial information has been accessed:
- Call your bank immediately on their fraud line
- Ask them to monitor your account for suspicious activity
- Consider temporarily freezing your card if transactions have occurred
NZ Bank Fraud Lines:
- ANZ: 0800 269 296
- ASB: 0800 803 804
- BNZ: 0800 275 269
- Kiwibank: 0800 113 355
- Westpac: 0800 400 600
Step 5 — Enable MFA on All Important Accounts
Multi-factor authentication (MFA) means that even if someone has your password, they still can't log in without a second form of verification — usually a code sent to your phone.
If you haven't already set up MFA on your email and banking accounts, do it now. Email help@lanclub.nz or call +64 22 573 3469 and we can walk you through setting it up.
Step 6 — Report it
Report to CERT NZ: CERT NZ is New Zealand's cybersecurity agency. Reporting incidents helps them track threats and protect other New Zealanders. 👉 www.cert.govt.nz/report
Report to Netsafe: If the incident involved scams, harassment, or fraud: 👉 www.netsafe.org.nz
Report to NZ Police: If money has been stolen or you believe a crime has been committed: 👉 www.police.govt.nz or call 105
How LanClub Can Help
Once we're connected to your computer we can:
- Scan for malware and remove any threats found
- Check which programs have been installed or run recently
- Review recent network activity for suspicious connections
- Help you secure your accounts and passwords
- Advise on next steps to prevent it happening again
Useful NZ Resources
| Resource | Purpose | Contact |
|---|---|---|
| CERT NZ | Report cyber incidents | cert.govt.nz/report |
| Netsafe | Scam and fraud advice | netsafe.org.nz |
| NZ Police | Report financial crime | police.govt.nz or call 105 |
| IDCare | Identity theft support | idcare.org |
Prevention Going Forward
Once the immediate situation is under control, here are the most important things you can do to reduce the risk of it happening again:
- Use your Bitwarden vault for all passwords — unique strong passwords on every account
- Enable MFA on all important accounts
- Never click links in unexpected emails — see our How to Spot a Phishing Email article
- Keep your computer updated — your Pro plan handles this automatically
- Be cautious about what you download and install
Questions?
If you're unsure whether you've been hacked or you just want us to check your computer, submit a ticket at https://help.lanclub.nz, email help@lanclub.nz, or call us on +64 22 573 3469. We'd rather you check and find nothing than not check and miss something important.