Gaile Gray - Blue Tracker

#1 - April 25, 2014, 8:33 p.m.

Please, anyone whose account has been compromised should contact Customer Support for assistance. There is nothing that anyone can do on the forums to assist you. Account compromise incidents are one of our highest priorities and I have seen a decided reduction in the turn-around time in resolving these issues, so I encourage you to submit that ticket and wait for the personal assistance that you need and which we’re happy to offer you!

Click Support at the top of this page.
Choose “Submit a request.”
Provide as much identifying information as you can.
If you need to update with more information (such as a remember means of establishing ownership) simply reply to that e-mail about your ticket (it has the six-digit number in the subject line) and add that additional info.

Thank you!

do you mean i should close my ticket and open a new one or wait for a response?

Gaile Gray

#3 - April 25, 2014, 10:58 p.m.

Inculpatus cedo.9234:
She means wait for a response. Sending duplicate tickets will only slow down the process.

Exactly correct. Please work with a single ticket to expedite your response.

Thanks for asking about this; we want everyone to understand so that we can help as quickly as possible.

Gaile Gray

#13 - April 26, 2014, 9:10 p.m.

Please know that hacked accounts are the more difficult thing our team works with. You’d be surprised (and saddened, I’m sure) to see how many people try to “claim” an account that they do not own. Each agent must use extreme care to make sure that he or she is helping only the actual account owner. Then, if there’s a request for an account restoration — and we try to accommodate as many of those requests as possible because we truly understand how devastating an account “hack” can be — there’s another layer of investigation that we must undertake to to make sure we’re selecting absolutely the best restoration point for our player and to ensure that a restoration does not negatively impact the player base as a whole. (Some challenges here are the possibility that a non-account owner is try, again, to steal the account, the fact that some restorations are not possible because we cannot establish the account was compromised, or because because the account already has received restored, and to offer multiple restorations is to risk damage to the game economy as a whole.)

So all of us understand and sympathize with the fact that it seems to take a long while to return access to the legitimate account holder and then use the ART to restore the account. However, we must ask for your patience rather than rushing the process, for the good of the game and in order to have the confidence to move forward on the dual requests.

Thank you, sincerely, for understanding.