#2 - March 4, 2010, 3:24 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. Likely Ryuugrym, your account was compromised as a result of a keylogger or other malicious software. Even though your changed your password, if there is a piece of malicious software recording and transmitting data, no amount of password changing would keep your account safe. I’d very much recommend reviewing the following thread on computer security for help and suggestions on scanning your computer and removing any harmful programs.
Computer security Recommendations http://forums.worldofwarcraft.com/thread.html?topicId=1778038509&sid=1 Also, in order to regain access to your account, you will need to coutact our Billing and Account services department, as they would be the ones able to help remove the unauthorized Authenticator. As stated in our Account Compromise Info Center thread:
Q u o t e:
6.3 An Authenticator Was Added to My Account!
In some circumstances, malicious parties may add an Authenticator to an account to prevent access to anyone who does not posses 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:
Billing and Account Services
Live Representatives are available every day from 8:00 AM to 8:00 PM PST
For phone assistance please call: 1 (800) 592-5499 || 1 (800) 59-BLIZZARD
- 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 Once you have recovered the account and secured your computer, create an in-game petition detailing what happened. This will notify our Game Masters that can forward the account information to our Character Specialists. They will be able to investigate the account and take all appropriate actions to make any possible restorations for damages done as a result of the compromise.
Also, if you have not already, you may look into attaching an Authenticator of your own to the account. Doing so not only increases the account’s security, but can net you a neat in-game pet. An Authenticator is one of many steps to take to help ensure your account remains free of future compromise.
Add an Authenticator, Adopt a Core Hound http://forums.worldofwarcraft.com/thread.html?topicId=22048397570&sid=1
