Removing devices and enabling a forced stop on devices

[sliced_n_diced]

Hello all,

I'm trying to enable a forced stop of all the devices on my account. There is somebody using a box on my account and it isn't a box which I have bought or it having been granted access to be used on my account by me. 

I was hacked just over two months ago via my phone and on my device list this rogue box is listed as using my account, to which I need it gone.   All my devices have been removed from my televisions except one, this is how I've found out that this rogue box is being used via my account and at this very minute as I type this. 

I'd like to remove all devices from showing on the App and website and enable a forced stop while AGAIN changing my logon details for what is over a dozen times but with out the forced stop this person will still be using my account details, to use their box.

Any advice on how to get this person gone off my account, would be greatly appreciated as this has gone on long enough.

Thank you

[schnapps · Accepted solution]

Hi @sliced_n_diced 

Did you do a forced logout and then change your NOW password by following the instructions on this linked article below ?

https://help.nowtv.com/article/tips-to-help-you-keep-your-account-secure 

Usually when this is done the unauthorised user would be logged out of the box and won't be able to sign in again because you have changed your password.

[sliced_n_diced]

Hello  @schnapps 

Thank you so much for your very swift reply.  Have now reset password as stated in the link you sent and it's worked a dream.  Hadn't got a clue how to find info needed.

Regards

@sliced_n_diced

[RoyB]

@sliced_n_diced @schnapps 

The procedure has you change your password before the forced stop; if it was the other way round, there would be a window for the stoppee to get back on with the existing password.

An extremely tiny one, though, admittedly; but a window that doesn’t exist when doing it in the right order.

I would also suggest you set a Payment PIN so nobody can buy passes with your money, something you were perhaps lucky didn’t happen before. This will be a wise precaution in case the security breach isn’t in fact over, and the rogue user finds a way to come back (e.g. social engineering on someone you have entrusted with the account details).

[KatieCollinson]

Hiya, 

This didn't work for me. It signed me out of my phone but none of my other devices, so I assume the person using my account also has access just fine. 

So frustrating.