Password Change

On January 15, 2012, as a security precaution, we reset and expired the passwords for our customers.

Please click here to create a new password for your Zappos account.

You can read the email that was sent to customers below.

January 15 UPDATE - You can also read the email that our CEO sent to employees about the password change and security incident here.

January 19 UPDATE - For security reasons, we are unable to disclose any specific details about the "cryptographically scrambled" format used for Zappos customers' passwords, aside from confirming that we used a SHA-2 cryptographic hash function.

A SHA-2 cryptographic hash function is a set of cryptographic hash functions designed by the NSA (National Security Agency).  When a password is saved in our system, it is altered for the purpose of being unintelligible to other parties.  This is what our email to customers was referencing when it stated that "your cryptographically scrambled password (but not your actual password)" was possibly accessed.

We are currently cooperating with the FBI in an ongoing investigation, including undergoing digital forensics. As such, we are unable to provide any additional details about anything related to the investigation.

January 20 UPDATE
- We're happy to announce that our phone lines have re-opened! Please feel free to call us 24/7 at 1-800-927-7671.

If you have any additional questions, please email


Our original email to customers is below:

Subject: Information on the site - please create a new password

First, the bad news:

We are writing to let you know that there may have been illegal and unauthorized access to some of your customer account information on, including one or more of the following: your name, e-mailaddress, billing and shipping addresses, phone number, the last four digits of your credit card number (the standard information you find on receipts), and/or your cryptographically scrambled password (but not your actual password).


The database that stores your critical credit card and other payment data was NOT affected or accessed.


For your protection and to prevent unauthorized access, we have expired and reset your password so you can create a new password. Please follow the instructions below to create a new password.

We also recommend that you change your password on any other web site where you use the same or a similar password. As always, please remember that will never ask you for personal or account information in an e-mail. Please exercise caution if you receive any emails or phone calls that ask for personal information or direct you to a web site where you are asked to provide personal information.


We have expired and reset your password so you can create a new password. Please create a new password by visiting and clicking on the "Create a New Password" link in the upper right corner of the web site and follow the steps from there. 

We sincerely apologize for any inconvenience this may cause. If you have any additional questions about this process, please email us at

Make Zappos (Emails) Your New BFF!