If you feel your device may be compromised by a virus or trojan, then you should obtain a new non-compromised device before continuing.
Hold up! Are you a creator on our platform?
If you are a creator, let the team know you have been hacked. You can send an email to the NFT content team (you should have their email from previous communications with them.)
After notifying us, follow the steps below to create a new wallet (not a new account under the same wallet!) and transfer any remaining NFTs and funds out of the compromised wallet.
When you have created your new wallet, notify the team so we can update your creator profile on the marketplace.
The first step is to create a new wallet with a new Secret Recovery Phrase, on a separate device or web browser. DO NOT just create a new account within the same wallet - this will not protect you if your Secret Phrase has been compromised. If someone has your Secret Phrase, they can access ALL ACCOUNTS in your wallet.
If your device was compromised: Login to a new non-compromised computer, download the GameStop Wallet, and create a new wallet.
If your device is not compromised: Download the browser you currently are not using. Google Chrome users: Download Brave. Brave users: Download Chrome. Then download and install the GameStop wallet on the other browser and create a new wallet.
Copy the wallet address of your new wallet. Email it to yourself if you need to get it to your other computer.
Begin sending all your coins, tokens, and NFTs from your old wallet to your new wallet.
If you had an ENS registered on your old wallet, you will want to update the registration via https://app.ens.domains. The old wallet address will still be the wallet your ENS utilizes until you make this update.
Discontinue using the old wallet. Update any references to your old wallet.
Were you affected by fraud?
If you were affected by fraudulent activity or want to report it, follow the steps outlined in our article, How to Report Fraud.
What can be done?
Unfortunately, blockchain transactions are irreversible. That means GameStop will not be able to help retrieve funds or NFTs that have been stolen by hacker.
How can I avoid this in the future?
Why should I use a hardware wallet?