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THREAT FACTOR | EPISODE 4

A Jetlagged
Security Slip

I’m tiredly returning to work after a two-week-long vacation. Did my email oversight trigger a breach?
Michelle
Michelle
SHUTTER PRO
ECOMMERCE DIRECTOR
LIKES:
Problem-solving, strategic planning, analyzing data trends
DISLIKES:
Redundant tasks, lack of innovation, slow decision-making
JOB RESPONSIBILITIES:
• Optimize and manage the
   company’s external-facing website
• Enhance the user experience of the
   cloud-based customer database
• Ensure the security and integrity of
   eCommerce applications
• Oversee integration of new
   eCommerce tools and
   technologies

Refreshed and Ready

After a blissful two-week-long vacation in the Bahamas, I returned to work feeling rejuvenated and inspired by all the stunning sights I’d seen. Honestly, nothing beats a Bahamian sunset. I’m so grateful I was able to share that experience with my family. Despite the jet lag hitting me hard, I was eager to take our online presence to the next level. So, as soon as I sat down at my desk and opened my laptop, I dove right back into work.
My first task came in the form of a Slack message from Shamane. She gave me a brief description of the executive meeting I missed the day before and asked if my team could update our return/exchange policy on Shopify to 15 days after purchase instead of the existing 20 days. It seemed simple enough, so I decided to handle it myself. I went into my work bag to grab my company phone, but couldn’t find it.
Just then, it dawned on me. I thought back to my layover at the Columbus Airport in Ohio and remembered setting my phone down when I rushed to use the restroom before my flight boarded. In my haste, I must’ve left it there. I could picture exactly where I left it, too! I had done this too many times before, so I didn’t think much of it. Truthfully, I neglected to immediately report it as a lost device to IT because I prioritized updating the policy on Shopify, as Shamane had requested.
Airport
Following my brief panic attack, I moved over to my computer to try to log in there. However, as soon as I landed on the website, I froze with my fingers on the keyboard. I couldn’t remember the password our team created for the Shopify web editor! It must’ve been the jetlag. Tiredly, I emailed one of our web developers, asking if he could send me the password. He replied that he’d send me a reset link, which struck me as a bit odd. Usually, we’d handle password resets differently, but I was so behind on work that I brushed off my concerns and decided to go with the flow. “Maybe they updated the processes for Shopify while I was out,” I thought. “How awesome!”
Eventually, it hit the end of the day, and I realized I never received the reset email in my inbox. I knew Shamane wouldn’t be happy, but the policy change on the website would have to wait until the next day. On my walk home from HQ, I decided to stop at my favorite sushi restaurant to celebrate a successful first day back before getting home and having a Taylor Swift dance party with my two girls and our husky, Auggie Doggy—our favorite post-vacation tradition.

Jetlag Got the Best of Me

The next morning, the jet lag was much more apparent than before. I woke up early because of it and decided to check my emails. Surprisingly, I found the Shopify password reset email in my Spam folder. As I groggily looked at it, it seemed different from what I remembered—there appeared to be some odd spelling errors, but I was so tired that I barely gave it a second thought. I reset the password using the link provided and thought nothing more of it.
Password Reset screenshot
Later that afternoon, I was informed about the ransom note circulating within our network. I couldn’t believe it! I immediately thought back to my morning and wondered if the weird reset password email I received was somehow linked to the breach. The timing felt too coincidental, and my mind raced with possibilities.
Crisis Mode
Fast-forward a couple of days, and the situation only escalated from there. Per Shamane’s request, I was working diligently with my team and Chris’s team to update our website with crisis communications in response to the possible credit card information and customer photo leaks.
I really felt the pressure at this time. We needed to address the security breach, update our systems, and manage customer concerns all at once. The whole experience felt like a whirlwind. All the while, I couldn’t shake the worry that my oversight, from the forgotten device to the strange password reset email, might have contributed to this mess.
If I’m being honest, the chaos has been overwhelming—and the guilt of possibly having a role in all of this has been heavy on my shoulders. My focus now is on managing the aftermath and doing everything I can to help the company recover. It’s all I can really do at this point.
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