►► Account Hacked/Stolen? CLICK HERE! ◄◄ - WoW Blue Posts

Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT This is a continuation of our compromised account sticky. You can find the first part at http://eu.battle.net/wow/en/forum/topic/900641512 ———————————————————————————————————————————————— TL;DR?��We've turned the instructions here into a video on YouTube!��http://bit.ly/qIJc3Y ———————————————————————————————————————————————— Please note that new forum posts regarding compromised accounts will usually be locked and directed to this thread. We ask that you read through the information here before posting new questions, as it should provide answers to the most common questions. The name and realm of one of your characters can greatly assist us in looking into your individual situation, but please do not post your email address or account name. Please also note that we will delete off-topic comments from this thread. If you’re reading this thread it’s likely that your account has been compromised, and your items and gold stolen from it. Don’t panic! There are ways to restore the integrity of your account, and in most cases the restoration of lost characters, items, and/or gold is completely possible. This thread has a lot of information that we recommend reading through in full, but if you prefer you can jump to the section that is most relevant to your account: Frequently Asked Questions http://eu.battle.net/wow/en/forum/topic/2226268467#2 The Meaning of ‘Compromised Account’ Account password has been changed Missing email after requesting a password Waiting Time Authenticator Issues Account has been locked after contacting Blizzard Online-Trading & Suspensions Someone you know has had their account stolen Guild Bank Theft Characters Moved Between Realms Changing Realm/Race/Faction Merged to Battle.net Securing Your Computer http://eu.battle.net/wow/en/forum/topic/2226268467#3 Unable to Login http://eu.battle.net/wow/en/forum/topic/2226268467#4 Items & Gold Missing http://eu.battle.net/wow/en/forum/topic/2226268467#5 Further Reading (and Viewing!) http://eu.battle.net/wow/en/forum/topic/2226268467#6 Please keep in mind that despite the fact that compromised accounts are considered to be one our upmost priorities, there is currently some delay due solely to a rise in malicious activity. We are working to address this so that we can return your account to as quickly as possible, and in the meantime we hope that you’ll accept our thanks for your patience.
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT Frequently Asked Questions What does the phrase ‘compromised account’ actually mean, and why is it important? We use this term to describe accounts that have been taken control of by someone other than the registered owner. Sometimes this is done for the purposes of acquiring the gold contained within, and other times it’s simply a disagreement between friends that have shared their login information. It’s important to understand that common phrases such as ‘hacked’ are misleading and suggest that there has been some sort of all out ‘attack’ on your account, when in fact account details are usually obtained through websites and emails that pretend to be operated by us, or through the use of software downloaded to a computer that you use to play the game. More information about how to spot and protect yourself against this kind of account theft can be found in the Further Reading (http://eu.battle.net/wow/en/forum/topic/2226268467#6) section below. My password seems to have been changed and I can no longer access my account. If you find that you have been locked out of your account and the password you use no longer works, please follow the steps outlined in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below. I have followed these instructions to retrieve my password, but have not received a mail. Did I do something wrong? If you do not receive an email with your password then it is very likely that your registered email address was changed by the person who has infiltrated your account. You will need to contact our account support team, details of which can be found in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below. Another reason that you may not be receiving the email is that there may be an unauthorised mail forward. It is vital that you secure your email account to prevent further theft; malicious parties may still be able to obtain your account details through your email if not properly checked. To guide you through this, please take a read through this article on our support site: http://us.blizzard.com/support/article.xml?locale=en_US&articleId=28585 How long does it take for Blizzard to reply to me/restore a compromised account? Our typical response time for dealing with compromised accounts has been considerably reduced in recent weeks and we continue to work on improving our efficiency in this regard. However, it may still take up to 5 days for us to complete our investigation and restoration. I get asked for an authenticator code when I try to login, what’s going on? This happens when the person responsible for the theft of the account uses a Battle.net Authenticator in an attempt to make it more difficult for us to assist you. The truth, however, is that our ability to recover your account and reimburse lost items is completely unaffected, and the necessary steps remain relatively unchanged. Should you find yourself in this situation, please follow the steps outlined in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below so that we can remove the authenticator for you. I contacted a member of the Customer Support team about my compromised account, but they locked the account! Did I do something wrong? In most cases when an account is compromised and reported directly to our support teams, we can reset your password and reimburse any lost property without the need to lock the account. However, in situations where we feel that the account is in significant risk of further loss, we may temporarily lock it so that your ownership can be properly verified. If this is the case, you should receive an email with further instructions. If for any reason you don’t receive an email or you feel that your account has been locked in error (e.g. you’d already contacted us and had your account unlocked), please contact us using our support web form details of which can be found in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below. I’ve received an email from Blizzard telling me that I’ve been banned for ‘involvement in online-trading’ and/or ‘use of 3rd party software’! Why? Compromised accounts are, unfortunately, often used by those responsible for exploitation, such as advertising or ‘farming’ for gold. These mails and the subsequent suspension are part of our preventative measures, and prevent further damage to your account. The only way to gain access again is to speak to us first, something you will likely need to do anyway. Rest assured that you will not be held responsible in these situations, and we will completely remove any warnings/suspensions once your ownership of the account and the circumstances have been verified. My friend is at work/school/etc, but their character is logged on! It looks like he has been compromised – is there anything I can do? Absolutely! Please submit a ticket to us in-game with the name and realm of your friend’s character, and any information you might have that could be useful. Additionally, you can help your friend by linking them to this thread for advice on what to do and who to contact. Our guild bank has been robbed! What do we do/who should make a ticket? Guild banks are reimbursed as part of the usual process of investigating a compromised account, and so we simply need the affected player to contact us as they would normally. It’s important to note that recovered items will be returned directly to the guild master, not the player that was compromised. One or more of my characters was transferred to another realm! Can I be moved back? Your characters will usually be returned to their original realms automatically provided that you did not willingly share your account details with a friend, for example. We recommend mentioning the fact that characters have been moved to other realms when contacting us, just to be absolutely clear that you wish us to investigate for you. I want to change realm/race/faction – will this affect my position in the queue or prevent reimbursement? You are free to change any of your characters’ race or faction or even to transfer them to other realms, and we will continue the investigation and reimbursement as normal. However, it’s preferable if you wait until everything has been returned to you before using our paid services. What’s Battle.net and how does it relate to why I can’t login? In mid-November 2009 we introduced our unifying account platform Battle.net (http://eu.battle.net/) and asked players to merge their existing WoW accounts into this new system. Essentially this replaces your old login name with your Battle.net email address and allows you to use a single address to access any WoW accounts connected to it. In some rare cases, previously unmerged accounts are sometimes connected to the Battle.net account of the player responsible for the account theft, preventing you from merging it to your own and logging in. Should you find yourself in this situation don’t worry; it’s something that we can help you to correct, and you’ll need to follow the steps outlined in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below.
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT Securing Your Computer Please understand that Blizzard takes all aspects of security very seriously, and to that end we have invested heavily into ensuring that compromised accounts do not originate from us. If your account is broken into, the explanation simply has to be malicious software (discussed in this section) or some form of phishing. Additionally, remember that sharing your account information with a friend or family members means their computer is a possible avenue of attack. Accounts are often compromised through the use of software that covertly installed on your computer by those responsible. This software is known by many names, some examples being ‘keyloggers’, ‘Trojans’, or sometimes simply ‘a virus’. It’s very important that you check your computer and any others than you use to access World of Warcraft for this possibility, as failure to do so will likely mean that the account is put at risk of theft again in the future. Once you are certain that your computer is completely free of this software, please take a look at the steps outlined in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below.
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT Unable to Login Before contacting us, please be absolutely certain that you’ve checked for the possibility of malicious software that could be used to obtain your account details again. Check out the Securing Your Computer (http://eu.battle.net/wow/en/forum/topic/2226268467#3) section above. Many players find that they are able to recover their account simply by resetting their password, thus allowing them to access the game almost immediately and saving a considerable amount of time. This can be done through the Battle.net password retrieval page, found here: http://eu.battle.net/account/support/password-reset.xml If this helps and you’re able to login, consider jumping ahead to the Items & Gold Missing (http://eu.battle.net/wow/en/forum/topic/2226268467#5) section below. However, if you are not able to retrieve your password or find that you’re asked for an authenticator code that you don't have, continue reading. Our account support team can usually help when you're simply unable to login. To contact them in these situations you'll need to use our Account Recovery Webform. This can be found by clicking on the Can't log in? link underneath your account name and password when trying to log into Battle.net. Alternatively you can click this link to take you to the direct page: http://eu.battle.net/account/support/account-recovery.html This will help you recover your account and begin the restoration of any missing items you may have. However the speed of the process is dependant on how many other players have also requested this service; there may be a perfectly normal period of several days before you hear back. Whilst you are waiting please do read through the Further Reading section below. Please be aware that there may be other circumstances surrounding your inability to log into the game. We would ask that you check the realm status page and your e-mail before filling out this form. It may be that the realms are down due to maintenance or that you are unable to log in due to other reasons than account compromise.
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT Items & Gold Missing If you contacted us through the web form or over the phone to recover ownership of your account, it’s highly likely that an investigation is already pending and no further action on your part will be necessary. If you have any questions though, please don’t hesitate to contact us. Once you are able to log into the game and access your characters, you will likely find that some or all of your items have been sold or destroyed, and that your gold has been taken. Please don’t worry! This is quite a common outcome of compromised accounts, and we are able to recover lost property in the vast majority of cases. Simply open a ticket using the red ? icon along the action menu at the bottom of the screen, briefly describing the circumstances in the text box provided. From here our in-game support team will investigate the matter for you and attempt to reimburse all that was taken, including gold, items, guild bank contents and even deleted characters. Once submitted, your help request will be placed in our queue and we’ll respond as soon as possible. Please keep in mind that we reply to help requests in the order that we receive them, and so there may be a perfectly normal period of several days before you hear back. While waiting, please take a look at our Further Reading (http://eu.battle.net/wow/en/forum/topic/2226268467#6) section below.
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT Further Reading (and Viewing!) By far the best way to protect your account is with a Battle.net Authenticator, available as a physical token or as a download for most mobile phones available in Europe. You can find out more in the following articles: Video: How to use the Battle.net Physical Authenticator http://bit.ly/r79C9w Battle.net Authenticator FAQ http://eu.blizzard.com/support/article/36010 Video: How to use the Battle.net Mobile Authenticator http://bit.ly/pFGVhF Battle.net Mobile Authenticator FAQ http://eu.blizzard.com/support/article/35970 If you’re waiting for a reply to your email or ticket, or simply interested in finding out more about preventing account theft in the future, take a look at these support site articles that may be of interest to you: Video: WoW - Account security： General tips http://bit.ly/q13nPo Video: Battle.net Mobile Alerts http://bit.ly/IxkPqM IMPORTANT - Account Security http://eu.blizzard.com/support/article/37473 Computer and Account Security http://eu.blizzard.com/support/article/19385 Security Software http://eu.blizzard.com/support/article/29142 Protecting the citizens of Azeroth is extremely important to us. Our new Battle.net Account Security Awareness page (http://eu.battle.net/en/security/) provides helpful advice on what you can do to safeguard your computer, how to spot scams, and tried-and-true methods to help prevent account compromises. We'll also be posting new tutorial videos on our Blizzard Customer Support YouTube channel periodically, so please subcribe: Blizzard Customer Support on YouTube http://bit.ly/ozGji3 Finally, remember that buying gold and/or power levelling services can severely impact the security of your account and lead to it being compromised. Please don't do it!
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT ̍
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT ̍
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT ̍
Irylinne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Jun. 2011 10:06 GMT ̍
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 22. Jun. 2011 19:06 GMT Good luck getting your account recovered Huntershoote and if you have any other questions then please ask. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 25. Jun. 2011 15:06 GMT Hello Dambob, If you’ve already reported the situation to us then you’ve done precisely the right thing, but I’m slightly confused by your desire to speed things up as it looks like the investigation and restoration of your account and lost items was already completed about an hour ago. :) Please ensure that you check your registered email, as you’ll likely have a password reset mail waiting for you (potentially in your ‘Junk’ or ‘Spam’ folders, so please check there also!), and finally please make sure you’ve taken the opportunity to fully scan and secure your PC before you access your account once more. The following thread should hopefully prove helpful with this; [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 26. Jun. 2011 16:06 GMT Greetings Sztani, I’m sorry to hear about your account compromise, but I notice that our support team appears to have already been able to reverse these Character Transfers (as well as completing the investigation into any lost items or gold as a result of the incident) much earlier this morning, several hours before you made this post even. :) You should hopefully have received at least a web ticket response to your original report, but likely also an email notifying you that the help request had been answered, and if you check your characters you should already find them returned to their previous state prior to the compromise. If you notice any other issues, however, please don’t hesitate to submit a further in-game or web ticket!
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 28. Jun. 2011 15:06 GMT Indeed Forbobssake, in fact this is covered in the Unable to Login section above: Our account support team can usually help when you're simply unable to login. To contact them in these situations you'll need to use our Account Recovery Webform. This can be found by clicking on the Can't log in? link underneath your account name and password when trying to log into Battle.net.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 28. Jun. 2011 15:06 GMT No problem. All the best to you and your friend. =)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 29. Jun. 2011 11:06 GMT The best thing to do Olyver is to create a brand new email address and Battle.net account linked to that new address. Then contact Account and Payment Support either via telephone or through the Blizzard Customer Support Website (using the new account obviously). Once we have performed some basic security checks, we should be able to move your friend's game accounts over to the new Battle.net account and fix any damages caused. Here are the contact details your friend will need: Accounts and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 Wish him good luck from me. =)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 30. Jun. 2011 12:06 GMT Thanks Protocol. The reason we do this is because we desperately want people to be entertained by our games, and when this happens, it's probably the least entertaining thing in gaming.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 30. Jun. 2011 19:06 GMT If the compromise happened a long time ago Sook�e then we may not always be able to recover the items/gold that were removed. If you feel that you have no way of being able to continue with your current characters into working towards new gear then you should raise an in-game petition and speak to one of our Support Representatives and explain this to them. I would also recommend that you take a look at some of the links in this sticky on account security to make sure that you are protected from this happening again. I wish you all the best in getting back up on your feet. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 01. Jul. 2011 19:07 GMT Greetings Goodfrey, I’m afraid your friend will need to get in touch with us directly for further assistance, and as the telephone lines are currently still open this may well be his best option; Account and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 [Guide] How to Call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 If he’s able to provide the details you mention to our Accounts team over the phone then it shouldn’t be a problem for us to help attach a new email address to his Battle.net account, as well as begin investigations into any lost or missing items following on from the compromise. Aside from calling directly (and the second link above should provide details on how to call as cheaply as possible, if your friend doesn’t happen to reside in a country with a dedicated free phone number), your friend could also create a new Battle.net account in order to contact us and explain the situation via web ticket. This obviously isn’t the most elegant solution, but it will get him in touch with us, and if he’s able to provide the appropriate information then the outcome should be the same. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 01. Jul. 2011 20:07 GMT He’s welcome to link to your post (and mine) in his ticket if he wants, but it shouldn’t be necessary. :) Obviously, you’re also welcome to help him make his web ticket, but try and make sure you’re not seeing any of his secret information in the process!
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 01. Jul. 2011 20:07 GMT At the moment we’re sadly experiencing longer queue times than normal, due to the recent patch release, but as long as your friend has access to the email address he uses to create the new ‘empty’ Battle.net account then he should find he’s sent an email as soon as the ticket has been updated with a response from our support team. Fingers crossed for a speedy response for him. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 01. Jul. 2011 21:07 GMT Oh goodness no, it certainly wouldn’t take weeks or months! I’m afraid I can’t give any sort of accurate estimate, but it could potentially be a day or two’s wait. Calling up is obviously always quicker with issues like this, as they can largely be resolved over the telephone straight away, but I’m afraid the phone lines are now closed so it’s definitely worth him making the ticket for now, and then if he hasn’t had a response tomorrow and wants to try calling then that’s fine also. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 03. Jul. 2011 00:07 GMT Greetings Errinaya, If you have all that data, and can confirm yourself as the original account holder, I don’t see any reason at all why we wouldn’t be able to help recover the account in question for you. :) I’ll assume that you’re not posting from your lost account, so in order to get in contact with for assistance you’ll either need to telephone in directly or potentially create a new temporary ‘empty’ Battle.net account so that you can submit a web ticket to our Account and Payment team; Account and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 All the relevant telephone numbers can be found within the link above (although I’m afraid the lines are now closed until tomorrow morning, Sunday), but if you wish to submit a web ticket then please be aware that you’ll likely encounter some complications with the available submission options if the email attached to your Battle.net account originally has since been changed, so it’s for this reason that I suggested the temporary Battle.net idea above (in order to allow you to submit a full text ticket that’ll let you explain and provide the necessary details to us). Best of luck with everything anyhow. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 04. Jul. 2011 19:07 GMT Hello there Justitiana, Hopefully, looking at your account, this situation should already have been resolve for you yesterday evening, as I notice a large number of characters returned to your account at about this time yesterday. If you’re not seeing them when you’re on the Character List of the realms in question, you may need to ‘force’ the Character List to refresh by creating a new level 1 character and then deleting it again. If after this you still find you’re missing any items or gold then you’re welcome to submit a further in-game help petition explaining the situation, and we’ll reinvestigate for you. :) Finally, it’s always a good idea to remain as wary as possible when receiving any whispers in-game… especially those that appear to come from a Blizzard employee! If you’re interested in reading up about how to be sure that you don’t fall for any such scams in the future, so take a look at this rather good, player-made guide; [Guide] 'Phishing' whispers http://eu.battle.net/wow/en/forum/topic/2037893894
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 10. Jul. 2011 15:07 GMT Hello there Threshold, Thanks very much for taking the time to make this post, and I’m really pleased to hear that we were able to help you out so thoroughly. :) Both the Mobile Authenticator and the physical token version now have a sort of ‘intelligent’ system in place that means you shouldn’t need to keep typing in the code on a regular basis when playing from your usual location. However, someone travelling a lot or only playing very occasionally would probably receive the prompt for the code far more often. I’m afraid I can’t be too much more specific about the new Authenticator systems, but rest assured they’ll only ever skip asking for the code if they’re certain you’re still ‘you’ (so to speak). :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 10. Jul. 2011 17:07 GMT Greetings Deadscare, That’s not a real whisper at all – it’s completely fake! You can tell this for a number of reasons; a genuine Blizzard employee will always have a small blue ‘BLIZZ’ tag next to their name, will always post in a completely separate chat window (that cannot be faked by people pretending to be GMs or employees), and you’ll never be contacted in-game by someone threatening you with an account suspension – this isn’t a practice we ever employ. Something you might be interested to take a look at is the following excellent guide written by another player; [Guide] 'Phishing' whispers http://eu.battle.net/wow/en/forum/topic/2037893894 It contains useful information and tips for spotting fake whispers, as well as information on what to do if you receive one. :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 12. Jul. 2011 15:07 GMT M�cky - You should contact account support using the Blizzard Customer Support Website (through Battle.net) and inform them that you believe your secret question and answer has been compromised and you would like to change it. They will take it from there. Kamey - All of the information you need in order to proceed is in the original post. Here's a handy little guide that might help you ensure your computer is safe to use again: [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 Yesboizz - Make a customer support ticket from this account explaining the situation. Our account security guys will take you from there. Bentleylust - That is good to hear! Have a read through this guide so that you are better prepared for the future: Fake or ‘Phishing’ E-mails from Blizzard http://eu.battle.net/wow/en/forum/topic/900641151
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 16. Jul. 2011 19:07 GMT Hello Eccsiwarri, I understand that you may not be able to reply to this any longer, as you appear to have originally posted prior to your current gametime expiring, but I’m afraid I may not have enough information to be able to completely understand your query. I don’t see an Arena Pass registration on your account, but the World of Warcraft Remote notification you mention is actually only concerning an additional service that players may choose to also subscribe to if they wish to use the Auction House through an appropriate model of phone (while obviously not in the game at all). If, once you return to the game again, you’re still having problems with your game client and aren’t able to see your characters on your home realm (even after manually selecting it) then it may be worth heading over to our Technical Support Forum for client-based assistance; Technical Support Forum http://eu.battle.net/wow/en/forum/874936/ Regarding the dangerous whisper you received, as long as you didn’t follow the link in question or input any of your details, your account should still be safe. If you’re looking for more details about fake whispers and how to avoid them then do take a look at the following player-made guide; [Guide] 'Phishing' whispers http://eu.battle.net/wow/en/forum/topic/2037893894 Hopefully some of the above will be useful, and if you have any further questions then please don’t hesitate to ask.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 16. Jul. 2011 19:07 GMT Greetings Aqulaeirus, I’m glad to see that, in addition to this forum post, you also appear to have opened a ticket in-game requesting assistance, and I’m terribly sorry that your account compromise appears to have been sufficiently long ago that we were sadly unable to access our logs for the time. :( I do hope that you’re able to get back into the game without too much difficulty, however, and wish you all the very best!
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 16. Jul. 2011 19:07 GMT Hello Ilidren, I shalln’t go through the points in your two posts individually, as I can see that our in-game support team seem to have been able to assist you with things at the time (and indeed sadly this isn’t something we’re really able to get involved with via the forums anyhow). Please don’t forget that if you happen to notice anything else missing then you should open a follow-up ticket as soon as possible. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 16. Jul. 2011 19:07 GMT Hi there Alixstar, Thanks very much for taking the time to make a post here. :) Our Accounts and in-game team do work really hard to help out as many compromised players, but it’s always worth us trying to provide us much advance education and warning as we possibly can! Sadly, however, account compromise will always be a profitable business for those involved as long as there’s still a market for purchased gold. >.<
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 18. Jul. 2011 01:07 GMT Hello Naglifur, It seems I already replied to your original thread about the situation; http://eu.battle.net/wow/en/forum/topic/2394020521#8 As I also said therein, you’re welcome to open another in-game ticket if you notice anything further missing, and please don’t forget to also take some time to fully scan and secure your PC to prevent this happening again in the future! :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 19. Jul. 2011 13:07 GMT Hello there Vaultarion, all the information you need in you particular case is located in the 'Unable to Login' section. =)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 22. Jul. 2011 09:07 GMT Nedj�h - Follow the advice in the original guide and we will do our very best to recover your losses. Nerzarn - This is a difficult one to answer without knowing the full details of the situation, but there may be a workaround. The best course of action I can recommend at this point is to get your friend to telephone account support directly and explain the situation to them. They should then be able to give you the low-down on what needs to be done. Accounts and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 23. Jul. 2011 15:07 GMT Hello Fowrior, Thankfully the whisper you received was a fake whisper, so your account was never in any kind of danger in that regard. However, it does sound like you may have actually logged into the dangerous website you were directed to (it probably looked a lot like Battle.net), so if this is the case then you need to ensure you change your account password immediately. If I’ve misunderstood you, and you simply had a look at the fake site without logging in, that would definitely be a relief. I still recommend you take some time to read through the following helpful player-made guide; [Guide] 'Phishing' whispers http://eu.battle.net/wow/en/forum/topic/2037893894 That should help you recognise these kinds of fake whisper in the future, and hopefully no longer be bothered by them. :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 25. Jul. 2011 11:07 GMT Well, first I recommend you read this guide here Nillanna: Fake or ‘Phishing’ E-mails from Blizzard http://eu.battle.net/wow/en/forum/topic/900641151 If you are still unsure, then paste the contents of the email in that thread (editing out any potentially malicious URLs) and one of us will do our best to confirm the legitimacy of the mail.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 26. Jul. 2011 13:07 GMT Indeed, if we are able to verify that these actions was carried out by a malicious 3rd party, we will do our best to roll back the transfers and restore any losses.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 28. Jul. 2011 09:07 GMT /bow /blush /drink coffee /post some more
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 30. Jul. 2011 20:07 GMT You need to read this sticky Tsakalakos. :) Fake or ‘Phishing’ E-mails from Blizzard http://eu.battle.net/wow/en/forum/topic/900641151 What you have received is a fake e-mail and you shouldn't go to that website.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 03. Aug. 2011 14:08 GMT No problem Mosha. Good to hear. Don't forget to head a read of these additional sticky threads as they will help you to prevent this from happening again: Fake or ‘Phishing’ E-mails from Blizzard http://eu.battle.net/wow/en/forum/topic/900641151 [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 All the best.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 04. Aug. 2011 15:08 GMT I believe the best course of action is to get your friend to scan his computer(s) for potentially malicious software. Once he is confident that his computer is secure, he should create a new email address and a new Battle.net account with that address. Then, he can contact support from that new Battle.net account. Our account support team will then do their very best to get your friend back into the game as soon as possible. =)
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 05. Aug. 2011 20:08 GMT Xasapis Please get your friend to read this sticky as it explains what they will need to do in order to help get their account recovered. I would also strongly suggest that they make themselves a brand new e-mail address for the Battle.net account and not to fall for such actions again in the future. I hope that they get everything sorted soon. :) Klokochazia If you are not receiving e-mails from us in regards to offers then either you have blocked them and they are going into your junk folder or that maybe you have an unauthorised forward set up on your e-mail account and this may be how your account may have been compromised. More information about this can be found in this Support Article here which you are welcome to read through. :) How to Disable the Unauthorised Set-up of Mail Forwarding http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=42410 This article may also be of use to you as well. :) How to make sure you can receive e-mail from Blizzard http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=30471 As for the authenticator, it is a tool designed to prevent the access of your account but it is only as good as the player. However if you are as you say security concious and do not give out your details then you should have no further problems. Authenticators have been a great asset and have really helped reduce account compromise. As for the methods of the people who accessed your account, this is not something I am able to discuss I am afraid. We will however fully investigate into the matter and try to recover everything that may have been taken. Please keep in mind though that depending on how long ago the actual compromise took place, not all items may be recoverable. Foromear Please read the first pages of the sticky as it contains all the information you should need in order to regain control of your account again. :) Good luck!
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 06. Aug. 2011 16:08 GMT Glad to hear it Azraellis! Please avoid posting sensitive account information on a forum in future though. :)
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 13. Aug. 2011 14:08 GMT These articles are worth reading Chiodos and if you are certain that someone has access to your e-mail address, then you should contact our Account and Payment team as soon as possible and they can advise you further. :) How to make sure you can receive e-mail from Blizzard http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=30471 How to Disable the Unauthorised Set-up of Mail Forwarding http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=42410
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 23. Aug. 2011 09:08 GMT It's cool Arkoudakias, it is valid advice for this thread too. We won't be able to add it to the original post as recommending specific 3rd party software can be a tricky area for us. Thanks for the input. =)
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 26. Aug. 2011 20:08 GMT If you are unable to log into your own Battle.net account Naiyoo then you will need to create a new one and contact us through that. Please remember to include all the information about your old Battle.net account including e-mail address.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 30. Aug. 2011 09:08 GMT Greetings Fjolltr�sk! So, it sounds like you are taking every precaution to secure your computer and account details which is good as that would be the first thing I would advise in this situation. When we investigate an incident like this, we always try our best to revert all of the incurred damages. However, without definitive information from the original account owner, this can be difficult and certain things may be missed. In cases like this, you simply need to open a new ticket (in-game or website will be fine), and explain the outstanding items that need to be fixed or recovered. We will be able to focus a more in-depth investigation on those particular items and we will always do our best to get your account back to the way it was.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 31. Aug. 2011 09:08 GMT Well the 'how' part only you can answer Karasil as it was your computer's security that was compromised (or at least a computer you use). However, the second question is covered in the original guide. You should also check out this excellent thread: [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 02. Sep. 2011 14:09 GMT Greetings Cerhom, I can see that your recent tickets, the ones made by you yourself, appear to have either already been dealt with or are still in the process of being dealt with, so hopefully that will help resolve the situation for you. :) If you have any further issues then don’t hesitate to reply to any of your web tickets – best of luck!
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 07. Sep. 2011 19:09 GMT If you wish for this account to be frozen by us Buzzumz, then you will need to contact our Account and Payment team. However if you have not yet done so, you are welcome to change the password and e-mail address and get an authenticator attached to help prevent it from being accessed by other parties. I hope that you get this sorted soon. :)
Jovoha	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 19. Sep. 2011 15:09 GMT Deleted by Jovoha	Deleted #118 19/09/2011

Natryndon Natryndon View posts Natryndon Customer Service	Well, this isn't the best place for questions like this Jovoha. It can take a little while to activate completely, but if the problem persists after 24 hours, give these guys a call and they will help you out: Accounts and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 =)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 23. Sep. 2011 11:09 GMT Greetings Arnexia, I can see that you appear to have submitted an in-game petition about this situation early this morning, and that a member of our support team is already investigating in the hopes of restoring everything back to normal for you. It appears you may still be submitting help requests, however, so please sit tight and wait for us to complete things at our end. :) I understand you may not be able to access your account in the meantime, but please keep an eye on out for any incoming emails from us (checking ‘Junk’ and ‘Spam’ folders also, just in case). You may also want to use this time to ensure that your system is secure so that something like this doesn’t happen again in the future – the following guide is a great place to start; [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 23. Sep. 2011 21:09 GMT I am pleased to see that you have managed to get your account back under control again Fordotsake and I have answered your questions as requested. :) How would a person perfectly capable of thinking, like hacking around, would leave so much intact in the bank? We cannot give a definitive answer to this question due to the fact that accounts could be compromised for a number of reasons. Not everything may be taken if your account has been accessed, but we will certainly look to restore the things that have. How could have my account been hacked and stolen during a downtime? There wasn’t any game time bought in that period. If your account has no game-time on it, then they may add their own. How can I get back to the game if I can be hacked in the most bizzare ways? If you have found yourself compromised then you can either get someone to contact us via an in-game petition or you can create a new Battle.net account to send us a web form if you are unable to log into your own account. Keep in mind though that if you do send us a mail, your old account details need to be included to help with the investigation. Once we are made aware that your account is compromised, we will begin the process of recovering it for you. How come Blizzard was so sure I was hacked and dealt with the problem so swiftly? Due to the investigations we do we will know if you have been compromised or not. When we are aware of a compromise, we will work as quickly as possible to make sure you get your account back. Do you at least know who did it so I can feel safer? I am afraid we cannot divulge internal information such as this. However it is important to ensure that not only do you keep your computer secure but you also keep your account details private as well and not tell them to anyone (this would also include your brother not giving their details to you). It is a good idea to make a separate e-mail address that is only used for your Battle.net and nothing else to bolster your account security. I would also strongly recommend getting an authenticator if you have not yet got one. While you may not play very often, keeping an authenticator on your account will be very beneficial to account security. This article may also be of interest to you, if you are worried that your current e-mail address may be compromised. How to Disable the Unauthorised Set-up of Mail Forwarding http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=42410
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 24. Sep. 2011 16:09 GMT I appreciate you are concerned about the fact that someone was able to access your account during the time you weren't playing despite keeping your computer secure, but the simple fact of the matter is that this is not to do with ex-Blizzard employees but more to do with someone getting hold of your account details either through accessing your e-mail account or obtaining your Battle.net details in some way. While I understand that this situation can be alarming, as you pointed out in your reply, we are indeed able to contain/stop these situations but that doesn't mean you should become lax with your security.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 26. Sep. 2011 13:09 GMT Indeed it is Nivejka. Fake or ‘Phishing’ E-mails from Blizzard http://eu.battle.net/wow/en/forum/topic/900641151
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 19. Oct. 2011 15:10 GMT This matter should now be resolved Laku�s but if you have any further questions about your recent compromise, please post them here! :) Do not forget to check out the rest of this sticky for ideas and help on how to keep your account secure and prevent this from happening again.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 28. Oct. 2011 14:10 GMT Greetings ahem It sounds like you’ll need to get in touch with our Account and Payment team directly, as they’ll be able to provide you with a reminder of your Secret Question information if you’re able to supply other verification to prove your identity. Do get in touch with them for further assistance, either by telephone or web ticket. :) Account and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 Blizzard Customer Service Website https://eu.battle.net/support/ticket/submit
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 29. Oct. 2011 11:10 GMT Graco They should indeed, but if you feel that you are still missing items on a character once you have had your account restored, you are welcome to put a ticket in and we can investigate further. :) Madreggie This issue should now be resolved and your character is once again available for you to play on the correct realm. Please let us know if you have any further difficulties!
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 29. Oct. 2011 21:10 GMT Yay!
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 02. Nov. 2011 21:11 GMT I have passed this information on for you Medziotoja and you will be contacted shortly. May I suggest that you avoid posting your personal account details on a public forum as this can seriously reduce your account security.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 05. Nov. 2011 15:11 GMT I have looked into this for you Oije and I am afraid that this is not something we can assist you with on the forums. Your brother's web forms have been replied to and the matter is now closed.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 09. Nov. 2011 09:11 GMT Hello there Gavaj. I am really sorry to hear about your friend, but tell him not to panic just yet because we are going to do our best to get him safely back in the game. Obviously the first thing he needs to do is secure his computer (and preferably his stolen e-mail account too) by scanning for malicious software. Here is a guide you could link him which might help with that process: [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 Next, he should create a new e-mail address and a new Battle.net account linked to that new e-mail address. He can then send a support ticket from the new Battle.net account with all of the details. Our account security agents will take it from there. If you have any additional questions then feel free to ask here, but if we don't hear from you again, I hope that you and your friend are adventuring together again real soon. Take care!
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 09. Nov. 2011 21:11 GMT I am very sorry to hear that your account was compromised D�ft but I would like to clear up a couple of misconceptions. The in-game support representatives you speak to are also players in the game as well and while playing are no different to other players and certainly do not have any extra benefits at all let alone the ability to spawn anything we like. The other misconception is the fact that players think that we can restore any item from anywhere and while this would be amazing, sadly it is not the case. Due to the incredible amount of data that the game stores, we are only able to keep a few months of logs as backup which means anything before that would be very hard to recover. If we cannot find it in our logs, then unfortunately it would not be able to restore it. After investigating into your situation D�ft, I noticed that this is not the first time you have contacted us about this compromise and you were told the same thing back then. I appreciate it is very frustrating to have lost so many items but you have done the right thing by adding an authenticator and I hope that you are able to get the necessary items to allow you to have fun with your friends.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 15. Nov. 2011 14:11 GMT This isn't really the best place to discuss this D�ft, if you are unhappy with the service you received from us on this occasion then I encourage you to e-mail WoWConcernsEU@blizzard.com where your feedback will be taken under consideration by CS management. However, I would just like to clear up a couple of misconceptions here because we are extremely proud of our compromised account support and how much it has improved since World of Warcraft launched. First of all, the data in question is not just "hard to recover", it is impossible to recover. Tailyda is referring to the fact that on some rare occasions it may be possible for us to perform a limited (sometimes limited to just a few items) restoration, even if the incident happened prior to the data 'cut-off' line. Unfortunately this was not doable in your case, and no amount of extra effort on our part would have changed this. While we would love to keep every single piece of log data ever recorded, it just simply isn't feasible with current technology. Also, I would like to point out that we are unaware of any 'security problems' with World of Warcraft right now. We are, of course, always looking for ways to protect our players better, but in the end, the responsibility of account security comes down to the account holder. We will continue to do our best to act as a 'safety net' should things go wrong, but unfortunately, restoration cannot always be guaranteed. This is why we continually educate our community on #safegaming through the use of blogs, Tweets, competitions, support articles and forum threads like this one. If you can think of any way we can improve upon this education, feel free to add to this thread as we are always looking for ways of improving the effectiveness of our communication on the subject. Once again, I am very sorry that we could not help you more on this occasion D�ft, and I wish you all the best in the future, wherever you decide to go from here.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 18. Nov. 2011 10:11 GMT I guess that about covers the main points for your friend Kilian. If he believes that his account has been compromised, he needs to report it to us right away. We will then do our best to fix any damage on the account, including disciplinary actions incurred during the compromise.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 19. Nov. 2011 14:11 GMT Greetings Jouster, While I understand that you’re referring to our common courtesy guidelines regarding the use of capital letters by players to draw attention to their posts (usually for the purpose of trying elicit a Blizzard response, which is an unnecessary measure on this specific forum), on this particular occasion we have deliberately placed capital letters in the title of this sticky in order to hopefully draw player attention to the topic. As this sticky was created by us, as Blizzard employees, there will obviously be no option to report it back to us for moderation or alteration, but you can rest assured that this was a deliberate decision taken with the intent to aid as many players affected by compromised or hacked accounts as possible. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 23. Nov. 2011 14:11 GMT Greetings Highquality, Hopefully either you or your friend have been in direct contact with our support teams about the situation since you originally posted in this thread, but if he’s still experiencing any issues or problems accessing the game then I’d definitely recommend he gets in touch with our Account and Payment team as soon as possible; Account and Payment Support http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=23210 They should hopefully be able to help him regain control of his account, as well as investigate any losses that may have occurred during the compromise. Good luck! :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 25. Nov. 2011 17:11 GMT Greetings Isiadora, While I can obviously understand your sympathy and concern for your in-game friend, I’m afraid Gliondir is correct in stating that we’re regrettably unable to discuss matters of this kind over a public forum, especially not with the account holder of the account in question. I should perhaps warn you that if your friend isn’t the person whose name is registered on the account he’s trying to retrieve, it may indeed not be possible for us to return control to him, but it sounds from your description as though he’s already in contact with our support team about the situation. If this is the case then he’s already doing the right thing, and I’m afraid I can only recommend he continue with his appeal and provide us with as much of the requested information as possible. Best of luck to him either way. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 01. Dec. 2011 20:12 GMT Greetings Shateredtusk, Aside from also opening a ticket to let our support team know about the situation, so that they can help restore any losses for you, the most important thing to do now is make sure you’ve secured your account so that this doesn’t happen again in the future; [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 The thread above provides helpful step-by-step advice on scanning and securing your system, so please do take a look. :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 06. Dec. 2011 11:12 GMT Hello Melwyn and welcome to Azeroth! Sorry things are not going that well for you so far... You will be pleased to hear, however, that we have investigated the incident, removed the account action, unlocked your account, reset your password and fixed all the damage caused. I strongly advise you have a read through this very useful guide so that you can limit the chances of this happening again: [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 Have a fun day!
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 07. Dec. 2011 11:12 GMT Have fun!
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 09. Dec. 2011 12:12 GMT Gliondir is correct, in almost 100% of those cases, no actual money is transferred due to the fraudulent use of payment details and therefore the game-time logically has to be removed.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 10. Dec. 2011 18:12 GMT I am really sorry to see that your account has been compromised Aliaax but rest assured that we will investigate and let you know the outcome even if you are not online at the time. If you have already read through this sticky and are still concerned about computer security, then please take a look at this sticky as well. (Sticky)[Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 10. Dec. 2011 18:12 GMT Just make sure that all mails have been deleted from the mailbox including the read ones and that they do not have any heirloom items anywhere. I'm really glad to see that everything has been resolved. :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 13. Dec. 2011 11:12 GMT That is good news Skeunden, I'm glad that we could help you in this way. The Real ID list is a little unfortunate (and is usually caused by the intruder disabling Real ID in some way), but it shouldn't take you too long to re-add all of your friends. Have fun!
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 15. Dec. 2011 15:12 GMT We aim to please Erugar. =D Don't forget to read this very useful guide, as it will help you to limit the chances of this happening to you again in the future. [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 25. Dec. 2011 18:12 GMT Hello Yukiko, I’ve just replied to your individual thread concerning this report, so will provide a link here should you wish to comment further. :) big bugs with recover http://eu.battle.net/wow/en/forum/topic/3147736874
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 31. Dec. 2011 17:12 GMT Good afternoon Archeaus, Having checked your account, I’m pleased to see that it looks like we were able to restore everything for you earlier today, so the Account Recovery Webform seems to have done its job. :) If there’s still anything missing, however, you’re obviously welcome to submit a further ticket in-game so that we can reinvestigate for you. Edit for your new post: Good timing – glad we could help! ^.^
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 03. Jan. 2012 09:01 GMT Well, due to the length of time that has passed since the incident, that may be technically very difficult. However, I recommend you make a ticket if you haven't already so that we can at least take a look for you Kazmial.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 05. Jan. 2012 20:01 GMT If your account is compromised Fatfreak then it may be used for purposes such as botting or gold selling and if this is the case then when we take action an e-mail would be sent to your registered address. Even though you say you will change your e-mail address it is not a good idea to post it into a public forum so I have edited it out for you. :) As for how long the investigation will take, I am afraid I cannot give an exact time but we will hopefully get you back up and running as quickly as possible.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 08. Jan. 2012 16:01 GMT Greetings Fatfreak, Apologies for the delay in replying to your second post – I’ve been taking a look at the account in question, but I admit I’m slightly confused to see that no petitions or ticket appear to have been submitted recently. When you mention having sent an email to our support teams, do you mean a direct email of some kind? Could you possibly provide us with the address you’ve been contacting? The reason I ask this is because we unfortunately don’t have any direct email contact options any longer and, with the introduction of the new Support Site, all web based petitions and help requests are now handled online. If you have indeed been emailing instead, I’m sorry to say that your contacts are unlikely to have reached us (which would explain why you’ve regrettably not heard anything back either). As for the mail you mention regarding your account being under investigation for being sold, I’m afraid that sounds remarkably like a “phishing” or scam email attempt to me, as we never threaten players in this manner. I do hope you haven’t followed any links from the mail itself, nor replied with any of your personal details, but I’ll paste a link to our sticky thread concerning these fake mails below for you to please take a look at; Fake or ‘Phishing’ E-mails from Blizzard http://eu.battle.net/wow/en/forum/topic/900641151 Regarding your account itself, I’d definitely recommend trying to use one of our official contact methods to request assistance – the telephone queues thankfully aren’t as long as you might assume, and there’s even a Freephone number available in your listed country of residence; Account and Payment Support http://eu.battle.net/support/en/article/account-and-payment-support Alternatively, you’re welcome to submit one of our Account Recovery Webforms if you’d prefer; Account Recovery Webform https://eu.battle.net/account/support/account-recovery.html And, if it’s not possible to do this for your account for any reason, perhaps you could obtain your wife’s permission to use her account to make a standard web ticket requesting help; Customer Service Website https://eu.battle.net/support/en/ticket/submit Once more, I can only apologise if you’ve been using emails to try and get in touch with us thus far, but please do use one of the methods provided above and hopefully we’ll be able to get everything back to normal for you as soon as possible. :) Greetings also Helikopeter, I’m pleased to hear that everything sounds like it’s been resolved, and if you have any further questions or queries then please don’t hesitate to ask. :) Additionally, assuming your account really was compromised, the following thread may prove helpful in ensuring your PC is secure against further incidents; [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 12. Jan. 2012 13:01 GMT Greetings M�rty, It’s great to see that you found, or were pointed towards, this sticky topic for the situation you found yourself in yesterday, and I do hope you’ve been able to read the full contents so that you’re able to understand in more depth just how accounts can become compromised, as well as how to prevent it from happening again in the future. I notice you’ve also got a thread of your own open, and that one of my colleagues has provided you with a more detailed response considering the developments since you originally posted here, so I’ll provide a quick link to your own topic for convenience. :) hacked right now http://eu.battle.net/wow/en/forum/topic/3225594470
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 14. Jan. 2012 16:01 GMT Greetings Naturespawn, If your brother’s account was indeed under the control of a malicious third-party at the time any cheating or hacking took place, there’s definitely a good chance we’ll be able to investigate and, if proven, overturn any account actions taken. In order to request this, however, your brother will need to make use of the information provided in the original suspension email to get in touch with us and explain. I’m afraid there’s little we can do on this specific forum, but if he makes sure to do that as soon as possible then hopefully we’ll be able to help! :) Greetings again Fatfreak, Having read your more recent response, I’m a little concerned that you may not have seen or read my (rather extensive) reply for you, posted slightly higher up on this page; http://eu.battle.net/wow/en/forum/topic/2226268467?page=11#203 As I mention there, any verification or requests for assistance sent to a ‘direct’ email address regrettably will not have reached us, as we no longer have any support email addresses in use. I believe this is likely why you’ve yet to receive the help you’re seeking, but please do follow the link and read my full original response if you have time. Good luck. :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 19. Jan. 2012 10:01 GMT Hello there Mortiferia, sorry for the late response here. According to my records, this should now be resolved. Are there any outstanding issues with your account that still need addressing? If so, just post them below.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 19. Jan. 2012 18:01 GMT Greetings Tweewieler, I’m really sorry to hear that our in-game teams weren’t able to assist with your account compromise, but I’m afraid it is sadly the case that our game logs only exist for approximately 6 weeks, and once they’ve expired it’s extremely difficult for us to verify any losses associated with such an incident. I can see that you spoke at length with some members of our in-game team, both yesterday and the day before yesterday, and that they were able to help recover a few items (largely based off the old ‘version’ of your character before you transferred), but unfortunately beyond that we’re extremely limited in the assistance we’re able to provide. If you are ever taking an extended break from the game again in the future, please make sure to secure your account as fully as possible before you leave, or perhaps you might even consider getting hold of one of our Authenticators. :) Battle.net Authenticator FAQ http://eu.battle.net/support/en/article/battle-net-authenticator-faq-36010 Battle.net Mobile Authenticator FAQ http://eu.battle.net/support/en/article/battle-net-mobile-authenticator-faq
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 23. Jan. 2012 17:01 GMT I'm very sorry to hear about that Trickz. Unfortunately, our servers can only hold a finite amount of data but if you are unhappy with the response you were given by the agent investigating your case, then please e-mail your feedback to Blizzard CS management; WoWConcernsEU@blizzard.com Thanks and all the best in the future.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 27. Jan. 2012 13:01 GMT 27/01/2012 09:47Posted by Malizeko Edit: I have add mobile authenticator to my account... This will help immensely Malizeko. Might I also suggest following this guide at your earliest convenience so as to help ensure the security of your computer(s): [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 27. Jan. 2012 17:01 GMT No problem Begun, I was so pleased to hear that you spotted the issue in time. Have a nice weekend!
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 14. Feb. 2012 16:02 GMT 14/02/2012 15:06Posted by Thedevilster In my opinion this "attack" call it what you like appears to have been "server" based? correct me if I am wrong... I'm pleased to hear that your partner's account is now back to normal Thedevilster but I'm afraid you are wrong here. Obviously, we are not in a position to be able to remotely identify the actual cause, but if the issue were server-based, there would be a few million more people posting in this thread at the same time. All we can do is educate the community on computer and account security as best we possibly can and then assist when the worst case scenario transpires. This guide may help you both in this regard: [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 14. Feb. 2012 18:02 GMT I can 100% guarantee that no details were gained from our servers Thedevilster, and that you should double and triple-check the computer(s) the account is played on to ensure they are secure to play again. As for the soulbound items, they were simply sold to a vendor (or possibly disenchanted) and we just restored them in the same state as when they were destroyed.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 15. Feb. 2012 15:02 GMT Thank you for the kind words Maedhras and it's good to see you got everything sorted. :) I hope you have now taken the necessary steps to help prevent it from happening again!
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 21. Feb. 2012 10:02 GMT 20/02/2012 03:30Posted by Moonleg Where did the hacker get her access info? I'm afraid only she can answer that Moonleg as it's not really something anyone can do remotely. However, if you haven't seen it already, you and your Mom may find this thread useful: [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 As for your character/Guild issue, just open an in-game ticket and one of our reps will have that fixed in no time. Khaya, not logging into the site was very wise and will certainly have reduced your chances of being compromised in the future. I advise you follow the guide I just linked for another player above and you may also find this one useful for the future: Guide: 'Phishing' Whispers http://eu.battle.net/wow/en/forum/topic/2037893894
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 15. Mar. 2012 17:03 GMT If you didn't make the purchases Ihjgv and feel that your account has been compromised, then you'll need to contact our Account and Payment team as soon as possible so that they will be able to help you resolve this matter. I wish you all the best getting it sorted. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 19. Mar. 2012 14:03 GMT Greetings Elayn�, I’m afraid that’s potentially a slightly tricky situation, as there are limits to how effective any account restoration may be a long time after the original compromise, and if it really did occur prior to the implementation of mandatory Battle.net accounts then there really won’t be any game logs available from back then any longer. :( If you’re just interested in recovering the account itself however, largely for Scroll of Resurrection purposes, then you should get in touch with our Account and Payment team for further advice and information. You’re welcome to either call or create a web ticket from your current Battle.net account (providing the information, or as much of it as you have, for your old account in the ticket text), but please do bear in mind that our ticket response times are extremely long at the moment, so if you were hoping to get things resolved sooner rather than later then I’d definitely recommend calling instead; Account and Payment Support http://eu.battle.net/support/en/article/account-and-payment-support [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 The second link above is a brilliant guide on calling as cheaply as possible from any countries that don’t already have a Freephone number available, and if you do decide to call then try to gather up any potential account verification information beforehand (original CD-Key(s), if you have them, Secret Question details or even some photo ID). Best of luck! :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 19. Mar. 2012 17:03 GMT Hello there Baphomet, I’m really pleased to hear that our support team are already on the case for you, and I hope we’re able to get everything back to exactly how it was prior to the incident. :) Obviously if, once the investigation is complete, you’re still missing anything then please don’t hesitate to open another support petition to let us know, so that we can reopen your case. Otherwise, I’d also recommend taking a look at the following excellent guide on securing your system to prevent against any further compromises in the future; [Guide] How to SCAN and SECURE your PC http://eu.battle.net/wow/en/forum/topic/1820913657
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sat, 24. Mar. 2012 13:03 GMT Hello there Stilbene, I’m really pleased to see that we’ve already been able to undo any changes made by these malicious individuals, and that your account is hopefully now back in full working order. As you can see, although our support response times are sadly rather long at the moment, we make every effort to try and prioritise cases of account compromise, so that we can get players such as yourself back into the game as quickly as possible. :) It’s great to hear that you’ve added, or plan on adding, an Authenticator to your account to secure it for the future, as this is still the most effective way to keep an account safe from being hacked, and I’d also recommend taking a look at the following excellent guide (if you haven’t already) just to ensure your system is clean moving forward; [Guide] How to SCAN and SECURE your PC http://eu.battle.net/wow/en/forum/topic/1820913657
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 27. Mar. 2012 15:03 GMT Greetings Kamoc, While I’m afraid I obviously can’t provide any specific information about your old account, partly because this is a public forum and partly because you’ve yet to complete the verification steps necessary, I can confirm that the response you received does indeed refer to a scan or digital photo of your passport (or other government-issue photo ID). Please ignore the mention of a password – I believe that may have been a typographical error, as having looked at the original response you received, it unfortunately doesn’t make any sense in context either! As for the ‘why’, we need to verify that you’re the original account holder of your old account, and the best way to do this is to match the name on that account with the name of a piece of official ID. It may perhaps seem a little extreme, but we take account security very seriously, and sadly aren’t able to return control of an account if we’re not certain that we’re speaking to the original creator of said account. Hopefully that helps explain somewhat, but if you have any further queries then please don’t hesitate to ask. :)Greetings also Kartiz, I’m sorry to hear that you’ve getting an error when you attempt to access your currently open petition – it’s possible that this could be due to the fact that you have a US account attached to your Battle.net account, and there’s current some US maintenance ongoing which could be causing errors. I can confirm that your ticket looks fine on our systems here though, and that the picture attached should hopefully be sufficient, so I shall simply keep fingers crossed for you to hear back as soon as possible. :)
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 29. Mar. 2012 16:03 GMT Hey there Nattie. I am sorry to hear about your Husband's misfortune but I can't really understand why you are blaming our Customer Service teams when this has nothing to do with them as far as I can tell. We did what was asked of us and the reset is the responsibility of the account holder. Once the compromised account investigation is over, be sure to raise your 2 issues with our Account and Payment Support team and they will see if there is anything the can do to assist. Kamoc, possibly yes but we have to judge on a case-by-case basis.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 29. Mar. 2012 18:03 GMT The best thing to do would be to get your mother to call our Account and Payment team Kamoc and they can discuss the best course of action with her. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 30. Mar. 2012 13:03 GMT Hello again Kamoc, Unfortunately, if the account really is registered in your mother’s name, it’ll be necessary for her to get in contact with us in order to see whether it might be possible to transfer ownership to you yourself (assuming the account was set up while you were still a minor, with your mother’s details on it for safekeeping). She’s obviously welcome to use the web ticketing system if she’s not as comfortable speaking over the phone, and hopefully once she’s explained and provided a few pieces of verification data we’ll be able to get the matter resolved for you both. :) � � � Greetings Kinado, I’m sorry to say that these forums aren’t an appropriate channel through which to appeal an account closure, and I can see that you seem to have already made use of the usual means of contact. The fact that these earlier appeals have been unsuccessful regrettably means I cannot encourage you to make any such requests again – the case has now been reviewed by a number of experienced and Specialist representatives, and the decision upheld on each occasion, so it’s with regret that I would advise not to pursue the matter further.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Fri, 30. Mar. 2012 18:03 GMT Hello there Klorien, In as much as your old account will still exist, it’s obviously worth trying to get in touch with our Account and Payment team for further advice and assistance in reclaiming it once more. You’re welcome to either submit a web help petition for this, or to call directly if that’s an option; Account and Payment Support http://eu.battle.net/support/en/article/account-and-payment-support [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 Do please bear in mind that, if your account was quite heavily compromised all those years ago, it likely won’t be possible for us to recover any losses from back then. Obviously I’d hope that there might still be something worth going back to, even if only to make use of our Scroll of Resurrection promotion on the old account, but I felt I should at least warn you in advance (just in case!). Good luck. :) � � � Greetings again Grende, Hopefully you’ve read my response to you above, as I can see that you’ve already appealed the matter a number of times, and each time sufficiently overwhelming evidence has been found for us not to be able to consider your request further. While our Senior team will read your emails as soon as they reach the top of the email ‘queue’, bearing in mind you’ve sent 6 within the last few days, please don’t expect their decision to be any different. Apologies for any disappointment this may cause you, but please understand that we take matters of this kind very seriously, and ultimately players are solely responsible for any actions carried out on or using their account.
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 02. Apr. 2012 11:04 GMT Hello Remilia, Reading the entirety of your post (right up until the edit from this morning), I’ll admit I was rather concerned that you might not have informed us of the issue at all. Before I go any further with my response, I should perhaps point out that we now have a web ticketing system that’s accessible through Battle.net Account Management (and doesn’t require access to the game, or a happy lappy, at all). In case you ever need it in the future, the link is below and there’s even a specific account recovery webform that can be used for situations in which an account becomes completely inaccessible; Blizzard Customer Service Website https://eu.battle.net/support/en/ticket/submit It’s good to see that you’ve submitted an in-game petition instead now, however, and it should hopefully be picked up fairly soon and fully investigated by a member of our Specialist team. Best of luck for a speedy and complete account recovery, and if you have any further questions or queries then please don’t hesitate to ask. :)
Nephadne	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 02. Apr. 2012 14:04 GMT No wall of text is wholly unnecessary, at least not in support terms, and my comment was purely born out of worry that you might not know about the web ticketing system as an alternative to in-game. I’m really pleased to hear that we were able to sort everything out in a timely manner, however, and would definitely urge you to perhaps consider an Authenticator for that extra layer of security and peace of mind. :) Battle.net Authenticator FAQ http://eu.battle.net/support/en/article/battle-net-authenticator-faq-36010 Battle.net Mobile Authenticator FAQ http://eu.battle.net/support/en/article/battle-net-mobile-authenticator-faq
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 03. Apr. 2012 09:04 GMT Happy to help Animuss, don't forget to read through the security tips and guides in the original post as these will help you to stop this from happening again. =)
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 11. Apr. 2012 16:04 GMT Massacres I apologise for the delay in getting back to you, but your friend should have received an e-mail from us explaining the situation and what they need to do next. If they have not received this mail, please get them to take a look at these articles. http://eu.battle.net/support/en/article/how-to-disable-the-unauthorised-set-up-of-mail-forwarding http://eu.battle.net/support/en/article/receiving-email-from-blizzard-entertainment If they are still having difficulties in recovering their account, please get them to contact our Account and Payment team again. :) Sienihemmo If you are worried about your account, then make sure that your account details are secure and that you are the only one who knows them. You can also speak to our Account and Payment team who will be happy to advise you further. Tirac First off let me reassure you that your account was not compromised and I apologise for any confusion caused. If you are unhappy with the service you have received then you are welcome to pass any feedback to us via our WoWConcernsEU@blizzard.com e-mail. Ratodk You have done the right thing in contacting us and while I appreciate it is a difficult thing having to wait, rest assured that we will investigate and help you with recovering your account. :) Corleone I can see that you have been in contact with us about this matter and we have sent you an e-mail explaining what you need to do next. May I also suggest you read through the first page of this sticky about computer security to help ensure that this does not happen again. Riel You will need to speak to our Account and Payment team and explain the situation to them. They will be more than happy to advise you on what you'll need to do to help recover your old account. Please be aware though that due to the age of the account, we may not be able to recover any deleted characters or items.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 18. Apr. 2012 11:04 GMT Response times are quite high right now Noiz��, but we will be with you as soon as possible.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Mon, 23. Apr. 2012 14:04 GMT Ask your friend to either give us a call to discuss options Zurito or get her to create a new e-mail address and Battle.net account and then ticket from there explaining the situation. [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 24. Apr. 2012 09:04 GMT Her only recourse at this point Franklin is to send an e-mail to our WoWConcernsEU@blizzard.com address so that the incident can be reviewed by a Senior Game Master. However, please bear in mind that while we always do our best to act as a safety net for our players, restoration of this nature can never be guaranteed.
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Thu, 26. Apr. 2012 14:04 GMT You have done the right thing in creating an in-game petition about this matter Nabu and while I appreciate the urgency you wish to get this resolved, rest assured that we will investigate the matter and look to restore anything that may have been lost as a result of the compromise. The best thing for you to do now is to speak to your friend and make sure that they have looked into improving their account security to help prevent it from happening again in the future. :)
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Sun, 29. Apr. 2012 14:04 GMT Glad to see you got it sorted Immuuni and I hope your weekend wasn't too badly ruined. :)
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 02. May. 2012 14:05 GMT Glad to see you got the matter resolved Slaktaar. :) Don't worry about having to remove the post, your edit is just fine. ^^
Tailyda	►► Account Hacked/Stolen? CLICK HERE! ◄◄Wed, 09. May. 2012 16:05 GMT Panzarfaust and Moyes you should both read this sticky. :) ★★★ CS Response Times - READ THIS!! ★★★ http://eu.battle.net/wow/en/forum/topic/3553416507 You have done the right thing in contacting us and I wish you both all the best in getting your accounts recovered. :) If you have not yet done so, please take a moment to read through the information in this sticky on ways to help improve your security to prevent it from happening again in the future.
Natryndon	►► Account Hacked/Stolen? CLICK HERE! ◄◄Tue, 15. May. 2012 09:05 GMT Hello Bloodysoul. Don't worry, this is simply a precautionary measure that we take sometimes to prevent credit card fraud and the like. Just give us a call and after we have verified that you are the account's owner, we should be able to remove that block for you. =) Account and Payment Support http://eu.battle.net/support/en/article/contact [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450