Please ensure that the computer that administers this account is trojan/malware free. Malware is commonly used to compromise passwords.
If unsure on which program to use to scan for malware, we have found the following programs to be effective:
HouseCall: http://housecall.trendmicro.com/
MBAM: http://www.malwarebytes.org/mbam.php
Microsoft Security Essentials: http://www.microsoft.com/Security_Essentials/
Spybot S&D: http://www.safer-networking.org/index2.html
SUPERAntiSpyware: http://www.superantispyware.com/superantispyware.html
No one single anti-malware application will catch 100% of all malware on-the-wild, so scans with two or more reputable malware scanners is recommended.
How to Remove Malware?
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