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If you believe your NexCloud account has been accessed by someone else, act immediately to secure your account and prevent further unauthorized access.

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Change Your Password

If you can still access your account
  1. Go to your Account Settings.
  2. Change your account password immediately.
  3. Use a new, unique password that you have not used anywhere else.
  4. Do not share your new password with anyone.
If you cannot log in, use the account recovery option or contact NexCloud Support.

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Enable Two-Factor Authentication

After changing your password, enable Two-Factor Authentication (2FA) on your account. 2FA provides an additional layer of protection even if your password is compromised.

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Check Your Account Activity

Review your account for anything you do not recognize, including
  • Changes to server configurations
  • Unknown users or subusers
  • Unrecognized API credentials
  • Unexpected billing or account activity
  • Changed email address or account information
If you find anything suspicious, do not ignore it.

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Secure Your Servers

If the compromised account has access to active servers
  • Change important server credentials.
  • Review server users and permissions.
  • Check for unfamiliar files or modifications.
  • Review startup commands and environment variables.
  • Rotate API keys or credentials that may have been exposed.
  • Review recent server activity and console logs.
If you suspect a server itself has been compromised, consider taking it offline until it can be properly investigated.

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Contact NexCloud Support

If you believe someone has gained unauthorized access to your NexCloud account, contact NexCloud Support as soon as possible. Include
  • Your account email address
  • When you first noticed the issue
  • What unauthorized activity you observed
  • Any suspicious servers, users, or changes
  • Screenshots or other relevant information
Never send your account password, 2FA codes, API tokens, or other private credentials to anyone, including support staff.

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Important

NexCloud Support will never require you to provide your password or 2FA verification code. If you still have access to your account, change your password and enable 2FA before doing anything else.