Account hacked / unauthorized authenticator

#0 - May 27, 2010, 1:53 p.m.

I have an unauthorized authenticator on my account and my characters have been stripped. My guildmaster has put in a GM request to restore the few items I took from the guild bank (we have restricted access for everyone; that's a seperate issue though)

I am currently scanning my computer and going through the recommended procedures to remove the problem, although nothing so far has been detected. I will contact billing and account support as soon as they are open.

Thank you for any and all help you can give me,

Orlyia

#4 - May 27, 2010, 2:05 p.m.

You'll want to go over the instructions below carefully, Detton. Billing will be open very soon - on our end, this is the place you'll want to start.

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If an account has been merged to a Battle.net, or if an email has been changed, or an authenticator added to the account (not the player's own) one of your first stops is going to be Billing. They need to get those sorted out first so the rest of the processes can continue.

Billing and Account Services
Phone Support - 1 (800) 59-BLIZZ (1 (800) 592 5499)
Live Representatives Available 7 days a week, 7am to 8pm Pacific Time
E-mail Support - Billing@Blizzard.com

Now, it's very very important to figure out where the security breach occurred. If they CAN get back in, they WILL be back. That, unfortunately, you can count on.

These two stickies should prove helpful.

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

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

You may also want to look into getting an authenticator for your account. It's no substitute for good security habits, but it will help keep them out of your WoW account.

Blizzard Store
http://us.blizzard.com/store/

Mobile Authenticator
http://us.blizzard.com/support/article.xml?locale=en_US&articleId=26109

I do wish you all the very best on a speedy recovery.

Orlyia

#6 - May 27, 2010, 2:30 p.m.

That's the thing Detton, you don't necessarily have to engage in any particularly risky behavior.

One zero-day vulnerability - or a vulnerability not promptly patched (like Flash for instance) - one infected web banner on an otherwise perfectly fine site - they gotcha.

We don't and never have advocated authenticators as a replacement for good security habits - they are an extra layer of security to help in cases where even the most savvy and cautious could get caught.