New Support System - Blue Tracker

#1 - Oct. 23, 2013, 11:46 p.m.

My friend put in a ticket for his account being compromised over 7 hours ago with the new support system. he’s now received replies from multiple GMs telling him that he has to sign into his support account to continue the process even after he’s linked the new forum topic about how the support system no longer uses support accounts. I’m making this topic for him because he can’t log in due to the hacker placing a mobile authenticator on his account which he has been trying to get removed all day. He has provided multiple pieces of information to prove his identity and account ownership yet the GMs seem to be unaware of the new support system change.

Gaile Gray

#4 - Oct. 24, 2013, 4:07 p.m.

Rahku.3951:
My friend put in a ticket for his account being compromised over 7 hours ago with the new support system. he’s now received replies from multiple GMs telling him that he has to sign into his support account to continue the process even after he’s linked the new forum topic about how the support system no longer uses support accounts. I’m making this topic for him because he can’t log in due to the hacker placing a mobile authenticator on his account which he has been trying to get removed all day. He has provided multiple pieces of information to prove his identity and account ownership yet the GMs seem to be unaware of the new support system change.

Could I please get his ticket number so I can investigate?

Thank you.

Gaile Gray

#7 - Oct. 25, 2013, 7:03 p.m.

I’m inquiring about this now. It does take some time and often multiple agents to review cases of this sort. Hacked accounts are complicated and correcting the issue can involve a bit of time. Sometimes the hacking is not hacking at all, but in this case it seems pretty clear.

I’ve asked one of our leads to take a look.