Account Hacked/items gone; no word yet =/

#0 - May 28, 2010, 6:13 p.m.

Hello, I have had terrible luck lately. Paid for 6 months and came back to the game after a 9+ month break and couldn't remember my secret question so I had to do all the forms to change/remind question & password. Log in to the game a few days after being able to reset and was only on an hour. Must have gotten a trojan from a fansite because that night I got hacked. Next day, locked out and was missing all items. Reset the password and removed the trojan, contacted support. Got a response a day after saying someone will be investigating but haven't heard back since on the status. I know these things take time and I see now from the forums it could be upto 2 weeks for restoration or more but it'd be nice to just know that I'm in a queue of some kind and progress is being made.

So, could anyone please post where I'm at in the queue of getting items returned (I really hope they get them back) and if possible, credit the account for all the gametime missed? I anticipate 2 weeks+ of not being able to play my characters =(

I wouldn't mind not even being allowed to login until it was fixed if that mattered but I was all ready to level to 80 and now I'm sitting in goldshire on a lvl 6 alt on a different server... Any information would ease my frame of mind, thanks in advance.

Syndri

#1 - May 28, 2010, 7:19 p.m.

I can indeed confirm that you are still in queue, Devildk, and will be assisted just as soon as possible. Right now, full account restorations are requiring about 8 to 10 days to complete (sometimes less, sometimes more), and you've been in queue for about 6 days. Hopefully that will help you gauge how much longer you have to wait. :)

Let me know if you have any further questions!

Syndri

#4 - May 28, 2010, 8:28 p.m.

Q u o t e:
Is there anything that can be done about lost time? Not trying to get nit-picky but would a credit for the week+ be available for the time it takes to restore the account? I don't want to ask for too much and am very grateful to see that I'll be fixed! Just curious. Thanks again!

You're currently able to access your account right now, yes? If not, let me know! I'll make sure that we get access restored ASAP.

With that said, we will not be recouping time lost as a result of compromise, Devildk. We're happy to work to restore your characters, items, and currency, though!

Syndri

#6 - May 28, 2010, 10:16 p.m.

Were any of your characters transferred, re-customized, renamed (et al), Devildk? If so, I'd avoid playing on those characters until we're able to reverse the unauthorized transactions.

Any characters that were just stripped of gear and/or items, though, those are fine to play on. Your game play won't interrupt or prevent our restoration groove. :)

Syndri

#8 - May 28, 2010, 10:24 p.m.

Yup! You're in queue, Pwnnz. :)

Syndri

#11 - May 28, 2010, 10:30 p.m.

Q u o t e:
Sorry to sound like a broken copy-cat record, but could you please tell me where my account is in Que?
This is the account that was hacked.
Thanks so much. <3

Mimoo, as I've noted to other players, I'm unable to say where you are in queue. I can confirm, however, that you are still in queue and will be assisted just as soon as possible. Full account restorations are requiring between 8 and 10 days right now (sometimes less, sometimes more), and you've been in queue for about 6 days. :)

Syndri

#13 - May 28, 2010, 10:39 p.m.

Happy to help, Mimoo! Just let me know if you've any further questions.