How to Secure Your Account
If you received a New Device Login Alert for a device you don't recognize or a Two-Factor Authentication (2FA) code that you did not request, your account may be at risk. This happens when someone else has obtained your password and is attempting to log in.
Follow these steps immediately to lock out intruders and regain control of your account.
Step 1: Confirm the Login was Not You
Before taking action, verify that the alert wasn't a "false alarm" caused by your internet provider.
- Go to whatismyipaddress.com on your current device.
- Compare that number to the IP Address in the alert email you received.
- If the numbers match, the login was you. If they do not match, proceed to the steps below.
Step 2: Change Your Password
Your password is the first line of defense that was likely bypassed.
- Sign in to Puppies.com and update your password to something you have never used before.
- Pro Tip: Avoid using the same password you use for your email or social media accounts.
Step 3: Revoke Unauthorized Devices
Once you change your password, you need to "kick out" the intruder who is currently logged in.
- Click the Menu icon in the upper right corner and select Trusted Devices.
- Look for any device or location you do not recognize.
- Click the red Revoke button next to those devices to instantly end their session.
Step 4: Check Your Profile and Listings
Scammers often change contact info or listing details to redirect buyers to themselves.
- Review your listings: Ensure your puppy descriptions, prices, and photos haven't been altered.
- Check your profile: Verify that your contact email and phone number are still correct.
- Review your messages: Look for any outgoing messages you didn't send.
Step 5: Contact Support
Once you have completed the steps above, please email support@puppies.com to let us know:
- That you received an unauthorized login alert.
- That you have already changed your password and revoked the unrecognized device.
- If you found and corrected any unauthorized changes to your listings/profile.
Best Practices for Ongoing Security
To keep your account safe in the future, follow these simple habits:
- Never Share Your 2FA Code: We will never ask for your 6-digit code. If someone asks for it, they are trying to steal your account.
- Use Unique Passwords: Using the same password across multiple sites is the #1 way accounts get hijacked.
- Verify the Sender: Always ensure emails about your account are coming from
support@puppies.com - Log Out on Public Computers: If you use a computer at a library or a friend's house, always sign out before leaving.