On January 17th, our support communication portal was accessed without authorization by a former employee of our third-party support tool provider.
We immediately detected suspicious behavior and promptly restricted access to our support portal. The imposter contacted 40 users, requesting them to provide their recovery seeds. As far as we know in the current point in time by reviewing the conversations, no seed phrases were sent over by affected users.
Within an hour, we reached out to every affected customer, issuing a warning against sending their recovery seed. The situation is currently stable and we can confirm that no email database was extracted, and no unauthorized users have access to the tool anymore.
Nevertheless, we will continue with the investigation so this situation will not be repeated in the future. We are sincerely sorry for any inconvenience caused. Please remember: Trezor support will never ask you for your seed.