Account Name and Password Not Working

#0 - June 25, 2010, 1:54 a.m.

My friends account: (was told to remove email address)

Realm Misha

Characters: Seredhiel, Briltari

Its locked up. She has tried her name and password many times and it just tell her to check "to see if the password is correct etc etc".

She is likely not hacked as her toons have been inactive in game. She is unable to post here as she can not log in.

She does have an authenticator but cant even get to the point of keying it in.

Thanks.

Orlyia

#2 - June 25, 2010, 2:54 a.m.

If the password challenge fails too many times, these do lock up.

She may wish to call Billing and verify her address, etc., before attempting this again.

Also, this seems to have been reported as compromised recently. Now, that's rather unlikely but a new password was likely issued. That may be part of the issue here, she may be using an older password. Ask her to check your registered email if you have a way to contact her.

Thanks!

Orlyia

#5 - June 25, 2010, 4:30 a.m.

Q u o t e:
I did contact her and she said that she has tried to call billing and they are not taking new calls in q and they hang up. They sent her to email which she did explianing the situation.
She has gotten no emails from bizz anywhere regarding a password change.
She did send an email a while back requesting info on how to change her accounts primary email address but not that her account had been compromised. I was thinking it had to do with the authentication maint today maybe?.
She also tried the password recovery but no email back.

Sounds like she may be missing mails for some reason.

Ask her to check her spam/junk folders. Also might be a good idea to check that there has been no forwarding put on that email....just in case.