What happens when a restaurant’s Instagram account gets hacked?
, generated leads of direct contacts to employees at Meta — the company that owns Instagram, Facebook, and WhatsApp — who were able to submit internal support tickets that would attract more immediate attention. As she waited for those folks to accelerate the recovery process, she worried: Pretty much all of her cake sales come from customers who see her new menu drops on Instagram.
A few months ago, the Instagram account for Dame, a popular seafood restaurant in New York City owned by Patricia Howard and Ed Szymanski , was hacked. Howard found out when she woke up one morning, saw a WhatsApp message from the hacker requesting a sum of money, and then couldn’t log into Instagram. The hacker had changed the phone number and email address associated with the account, and turned facial recognition off as well.
Howard, on the other hand, says she communicates with guests on Instagram “all day long” and regularly posts last-minute reservation cancellations to Instagram stories for @dame_nyc’s almost 24,000 followers, which get booked within minutes. While she admits that getting hacked was a sobering experience, she says it didn’t make her want to change how she uses the platform, only that she “wishes there was a better support system for businesses using it.
With the help of her own inside contact at Meta, Wyatt was able to get back into her account after 10 days. Her business took a hit in the meantime. When she posted her menu changes, she generated less than half of her usual sales. Moreover, the experience made her question her relationship with the platform, both as a business and on a personal level. “I felt dumb in retrospect for putting all of my eggs in one basket,” she says.
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