Acct hacked and authenticator added!

#0 - Jan. 16, 2010, 4:01 p.m.

I've looked through the support forums and the customer service forums and this seems to be happening alot lately?

My husband's account was hacked early this morning. I was playing on my acct and noticed he'd come online and it obviously wasn't him. He tried to login to his battle.net acct to change his password or reset it, but battle.net says there's no acct associated with his email address...even though he's been using it for months now. In addition, when he tried logging into wow he got a message that he needed to input an authenticator code, which of course we don't have.

Now before I get blasted for his computer security, I did a scan on his computer and found nothing suspicious whatsoever, and he doesn't share his account with anyone..not even me.

He has a ticket submitted through my account.

I'm currently following his hacked character around while it kills trash mobs in icecrown...and he's doing it alongside an 80 blood elf paladin that not once in the past 3 hours has tried to attack him.

The big problem is, his main character is our guild leader and now our guild bank has been pretty much wiped clean.

as soon as the phones open he's going to try callilng billing about the authenticator, but while I was looking for solutions in the forums I noticed that there were many, many of these reports and wanted to add mine in the hopes that someone else can avoid having the same thing happen.

Oh, and he doesn't share his account with anyone so that can't be the reason either.

Aredek

#14 - Jan. 16, 2010, 6:33 p.m.

The following response was written by one of our new teammates. Because they are still in training and do not yet possess a forum account of their own, they shall be posting via proxy through me.

If an Authenticator was added to the account without authorization, likely the account has been compromised by a third party as you suspected. In the following threads, you will find information regarding how to reclaim the account and go about reversing any damages done by the unauthorized user, and how to best secure the computer to help prevent such a compromise in the future. Of particular interest may be this section from the Account Compromise Info Center thread:

Q u o t e:
In some circumstances, malicious parties may add an Authenticator to an account to prevent access to anyone who does not possess the Authenticator. Please contact our Billing and Account Service Department to have the Authenticator removed from the account. Our Billing Representatives can be reached via phone using one of the following numbers:
Players in Australia should call 1-800-041-378
Players in Singapore should call 800-2549-9273
Players in Chile should call 1230-020-5554
Players in Mexico should call 001-888-578-7628
Players in Argentina should call 0800-333-0778
All other international players should call: (949) 955-0283

Account Compromise Info Center
http://forums.worldofwarcraft.com/thread.html?topicId=14318909866&sid=1

Computer Security Recommendations
http://forums.worldofwarcraft.com/thread.html?topicId=1778038509&sid=1

Once the steps listed in these two threads have been taken, submitting an in-game petition detailing what happened and any losses you experienced would be a good course of action. This will be received by a Game Master and forwarded to a Character Specialist who can work to investigate the account and offer any possible restorations.

In addition, to increase the security of a Battle.net account and help prevent such unauthorized access in the future, adding an Authenticator may be a wise choice.

Add an Authenticator, Adopt a Core Hound
http://forums.worldofwarcraft.com/thread.html?topicId=22048397570&sid=1

I wish you all the best in recovering your account.