Has my wallet been hacked and funds stolen?

Tech Support
#23

This is the answer I got from Changelly:

Actually, your account on Changelly doesn’t contain any important information, which can be stolen. We don’t store any information on your wallets or your funds, that might be used by any scammers. _
Moreover, we do not have any authority to remove or reverse any operation from the wallets, since we don’t have any credentials for it. Hence there is no way you can be robbed by means of your Changelly account._
In this case we do recommend you to contact the appropriate party again and provide them with all required information concerning this issue, so that they can assist you._
Hope for your understanding._

Regarding my Changelly account they probably are right: the selling of my XEM did not go via my account there, but from my wallet.
But what i understand from Mizunashi my XEMs were transfered to Changelly. Does did mean that they were sold via Changelly? Could it be someone in the organization of Changelly who does this??

#24

´What to do now?

#25

I don’t see why it would be someone from Changelly. Changelly only requires an email address to create an account there. Literally anyone with an email address could have stolen your XEM and used Changelly to sell them.

This is how decentralization works, there is no way to “refund” crypto.

I am sorry you were robbed. I suggest using a desktop wallet for long term storage, and a trezor (when it’s available for XEM).

How to use nanowallet safely
#26

I am using translation software, so I am sorry for poor English.

How was it hacked?
The way to identify it is only for individuals to run virus detection software.
And virus detection software is not perfect.

Perhaps, your PC may have all keyboard inputs transferred to the outside by hackers. Furthermore, you may be watching the screen in real time.

In such a case, your own PC will be taken over and Changelly will be funded.

In the NEM block chain, it is reliably recorded that your money was transferred to Changelly from your account.
I do not know if the operation itself was done on your PC or not.
The only clue is the “message” listed there.

In Changelly, remittance of all users is sent to the address of a single NEM.
Within Changelly, we identify who sent money with the sent “message”.

Traces left by hackers that can be judged by NEM can only be judged by their “message”.
And the meaning of that message is known only by Changelly who is managing.

I do not see why it would be someone from Changelly. Changelly to require an email address to create an account there. Literally anyone with an email address could have stolen your XEM and used Changelly to sell them.

This is how decentralization works, there is no way to “refund” crypto.

I am sorry you were robbed. I suggest using a desktop wallet for long term storage, and a trezor (when it’s available for XEM).

#27

Thanks! Now I am looking into Hard Ware wallets. The coise is between TREZOR and LEDGER. For me, both have the same price as the shipping costs of Ledger are higher (Trezor is even a bit cheaper for me…). Which one to choose?

#28

TREZOR says it will correspond to NEM soon.
Legder says it does not correspond.

I think that it will not be late even after being evaluated since the NEM compatible version of TREZOR came out.

Thanks