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Can’t login to make purchase

Drogo NazhurDrogo Nazhur Posts: 1,265
in Technical Help (nuts n bolts)

I am trying to login to my account to order some stuff and I am getting a message that my computer is listed as having malware  

 

what does that mean?

 

I did a full system scan with Avast anti virus software and windows defender and they both found nothing. I also rebooted the pc but I still can’t login in  

 

I am posting this help message via my phone

 

has anyone else ever encountered this problem and, if so, how was it fixed

 

Comments

  • SaulCsSaulCs Posts: 67
    edited April 2019

    That happened with me too yesterday.

     I tested my computer for malwares with avast premier and other anti-malware programs and nothing was found. I tried using several other computers, iphone and ipad to sign in at the website with the same resulted, so it was not linked to the machine. Finally i noticed that it was not related to my account too as typing anything as log in and password would return the same message. I was able to  connect with the DAZ program and with my DIM, just not the website. After a few hours i was able to log in again, so its seems like a bug.

     

     

    Post edited by SaulCs on
  • DAZ_RawbDAZ_Rawb Posts: 817

    If you are getting the error on login that "Malware Was Detected" it means that your IP address has been detected on a realtime blacklist.

     

    We have recently added checking that malware blacklist because we have seen a massive increase in fraudlent signup / login / credit-card testing. If your system is showing as having malware on it but your anti-virus software is coming up clean it could mean that you have another device on your network that has an issue. IP cameras and routers with unpatched firmware are a common source of this.

     

    Typically you should be able to contact customer support and they will be able to lookup your IP and tell you why it was flagged. Since this is the first weekend of this if you direct message (not publically post) your IP of your home system to me I'll look it up right away and let you know what it reports.

  • evacynevacyn Posts: 989

    Hi!

    I've submitted a ticket - for some reason I could log in using my home PC but was flagged as having malware when using my phone (Pixel 3).

    Thanks!

     
  • Drogo NazhurDrogo Nazhur Posts: 1,265
    DAZ_Rawb said:

    If you are getting the error on login that "Malware Was Detected" it means that your IP address has been detected on a realtime blacklist.

     

    We have recently added checking that malware blacklist because we have seen a massive increase in fraudlent signup / login / credit-card testing. If your system is showing as having malware on it but your anti-virus software is coming up clean it could mean that you have another device on your network that has an issue. IP cameras and routers with unpatched firmware are a common source of this.

     

    Typically you should be able to contact customer support and they will be able to lookup your IP and tell you why it was flagged. Since this is the first weekend of this if you direct message (not publically post) your IP of your home system to me I'll look it up right away and let you know what it reports.

    It's working now. Thank you for helping. If it stops working again. I'll be sure to contact you. Thanks again.

  • obm890obm890 Posts: 1

    I had The same error message all holiday-weekend, couldn't log in to make a purchase from phone or laptop (laptop connecting via phone hotspot). I assumed it was a problem with the phone, but now today I can log in, no change to phone or laptop, both are clean, so I assume my connection was using a floating IP address or something, and today it's using a different one?

    So I'm glad it is solved, but annoyed that because of it I missed the sale discounts.

  • frankrblowfrankrblow Posts: 2,052
    obm890 said:

    I had The same error message all holiday-weekend, couldn't log in to make a purchase from phone or laptop (laptop connecting via phone hotspot). I assumed it was a problem with the phone, but now today I can log in, no change to phone or laptop, both are clean, so I assume my connection was using a floating IP address or something, and today it's using a different one?

    So I'm glad it is solved, but annoyed that because of it I missed the sale discounts.

    I had that problem for 8 or nine hours, too, and kept checking every 30 to 45 minutes, until it let me log back in again. I assume Daz does not want us to spend any money here cheeky.

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