Overview

If you suspect that someone has gained unauthorized access to your account, follow the steps below to evaluate the situation and secure your account as quickly as possible.

Step 1: Do You Still Have Access to Your Email?

If you still have access to your email, go to the login page and reset your password immediately. This is the fastest way to regain control of your account.

If you cannot access your email, check whether:

• You have an active session open on another device (mobile, tablet, or other browser).
• You still have access to any of your two-factor authentication (2FA) methods, such as an authenticator app or recovery codes.

Contact us if necessary

If you are unable to recover access through these options, please contact our support team. We will guide you through a verification process to recover your account.

To speed up the recovery process, please send us in the support form, the following information you have:

• Provide us with the same email and contact phone number as the one associated with your Dymo account.
• Information about the devices of sessions that have been recently active in your account.
• If you have API Keys created in Dymo API, send us the last 5 characters of one or more of them (not the whole API Key).
• If you are or have been a paying user, please provide us with the last 4 digits of your credit card and/or billing address as well as any invoices issued by us that you have.

Step 2: Enable Lockdown Mode (If You Regain Access)

If you manage to log in to your account, activate Lockdown Mode from your Security Center. This feature prevents sensitive changes (such as modifying your password, email, or 2FA settings) and helps you retain control while you take further actions.

Step 3: Secure Your Account

Once you’ve recovered access, take the following steps to secure your account:

• Change your password immediately. Use a strong, unique password that you do not use on other platforms.
• Review your 2FA settings. We recommend using an authenticator app instead of SMS for higher security.
• If you use Gmail or another mainstream provider, consider switching to a more secure email service such as Proton Mail.

Visit the Security Center in your account to review and update all available security settings.

Step 4: Learn How to Stay Safe

We recommend reading our Account Security Basics guide. It explains the best practices to keep your account secure and minimize the risk of future incidents.