Battle.net authenticator issues

#0 - July 12, 2010, 11:18 a.m.

I cancelled my subscription to WoW about a year and 3-4 months ago. I've been keeping track of most the cataclysm beta and some of the new stuff in wow (Patch 3.2+) and interested in the new battle.net thing (new for me at least) I decided to create an account and sync my old WoW account to it, which went off without issue. About a week later (today) I tried logging into the bnet account only for it to ask me to activate my authenticator and type in the code it produced (notably it would bring me to the authenticator screen regardless of wether or not I typed in the correct password), afterwards I filled out one of those problem forms via a link I found on the forums. It also appears the hacker has re-subscribed as my character info now appears on the armory, having previously frozen and not showing up (last I checked all my gear was intact, and judging from the recent activity he's been on since july 4th and doing badge runs).

Unfortunately, the problem is compounded by the fact that I'm out of country (Poland), on a 19-year old laptop, having relayed the set-up of the account through a relative taking care of the house (I don't have direct access to my email account). And due to the time difference I can't call billing support for about 5 hours (and I don't know the polish number, then again I didn't really look yet). I'm here for 5 more weeks as well and can't access the game itself either; really the best I could hope for is to remove the authenticator and re-freeze the account until I get back to the states (not sure if it's legal to take the hacker's subscription time; then again he's a hacker. Also I don't know if he got rid of any items)

Orlyia

#2 - July 12, 2010, 11:55 a.m.

Unfortunately, if they put time on this, it's likely with stolen credit cards, Lisar. Always better to get that reversed.

Here is what I've asked be done for you.

1) We locked this account up. Normally we'd send you an email with further instructions, but since there seems to be some question of how they got your information and that could be compromised, what I'd like you to do is contact when you return.

2) That other authenticator is gone, but it's imperative to find out how they got your password and ID because if they CAN still get in - they WILL be back.

You are more than welcome to call Billing if you like - but right this moment, making sure that payment is removed would be the main reason to contact them. You could do that by email to [email protected] - but it really needs to come from the registered email on the account.

Now, once you return, I recommend you contact us just as soon as possible. Another 5 weeks won't likely do any harm, but too much longer than that and this would be far more difficult to research damages on. I'd ask this be put into the system for you now, but typically they'd unlock it afterwards which would be counterproductive in your particular situation.

This sticky may be useful.
Account Hacked? Security Issue? Look Here!
http://forums.worldofwarcraft.com/thread.html?topicId=24702231244

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/browse.xml?f=c:6

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

Orlyia

#6 - July 12, 2010, 12:07 p.m.

Q u o t e:
Sneaky blue, responding while I was replying to Vrog.

Thanks for the help, Imma virus scan the computer and will try to change the password, although the relative is sleeping right now.

Then again he know's what my email is now; Ill have to change it

You may just wish to wait till you are back, but let us know. I asked them purposefully NOT to send the normal mails we do on this because there was some question that it could be compromised.

Orlyia

#8 - July 12, 2010, 12:15 p.m.

Q u o t e:
Alright, in fact I just realized there might be a keylogger virus on the computer I have at home that my relative (brother) used to set-up my account; Imma see if I can have him scan it.

Edit: By "contact us" do you mean call billing or make a forum post? And will this issue be remembered or would I be essentialy re-submitting it?

I had your account fairly well documented. Calling Billing, emailing or reporting ingame (on another account) should all be ways of contact.