If you suspect your account was used by someone without consent, please do as the following steps guided :
Step1. Please sign in your account to check if any information has been changed by someone without consent, if yes, you can reset your password, set security questions and manage verification phones with your account to enhance account security.
Step2. If you have no access to your account any more, please prepare below and contact Alibaba.com Customer Service Team directly to get more support.
Personal user: a. New email address to replace the old one; b. The copy of the passport /driving license /Identity card;
Company user: a. New email address to replace the old one; b. The copy of the business license;
Note:
If you suspect your account has been stolen or phished, please inform all your partners/customers the issue and ask them not to make any payment to any account without your prior authorization. If payment has already been made, please ask them to notify the bank of the fraud and let the bank block the transfer immediately.