#9 - April 27, 2014, 11:47 a.m.
The account holder needs to submit a ticket. She may do so in English, French, German or Spanish. She may do so with imperfect English — that’s not a problem. But the request ideally would come from the e-mail account associated with the game account or from the person who owns the account, if she must use an alternate e-mail account (which I will explain later).
What the other players have told you here is correct:
- Multiple tickets slow response.
- Account retrievals and restorations are very time-consuming.
- Some e-mail providers mis-route or block our e-mails (although that is better these days).
- Most hacked accounts are tied to a hack of the e-mail account, and yes, the hacker simply deletes our mails and you never knew we’ve been trying to get in touch.
Please review the links provided in Ic’s post above and make yourself aware of security issues and the problems with e-mails, which both Ic and bluestocking linked. Please avail yourself of the Tickets for Review thread for which lordkrall provided a link. Please do not submit additional tickets for her, but have her submit a ticket about her account.
If you are not getting our first “We got your ticket” response or our periodic update auto-responses, then something is wrong and again, I strongly suspect her e-mail account is also compromised. If that is the case, or may be the case, and if her computer is absolutely certain to be free of malways (such as keyloggers). then she might consider using a completely different e-mail account to contact us, providing the numbers of the other tickets so that we can merge them and process only the one.
