This is Crazy!

#0 - July 17, 2010, 6:49 p.m.

My pc was recently attacked by a virus. After running a virus scan and removing the threat, I decided to log into my game. I received an error message that basically stated that my game could not launch due to my launcher not being in the same folder as my WoW folder. I ran the repair utility and thats when the fun really started. Upon entering my battle.net account information and password I was prompted for an authenticator code. I have never used an authenticator. I was able to change my account password but was unable to remove the authenticator. I have since reformatted my pc and removed the game client completely from my pc. According to the armory, I am running around all over the place in the game, but it is not me. My main character appears to be farming away, however many of my other characters have been stripped of armor. I need help with recovering my account. At least lock it or something until you can get to it.

Vrakthris

#7 - July 17, 2010, 10:51 p.m.

Everything looks in order thus far, Chiv, your report of the compromise is in and that will wait in the compromise queue until one of our Investigators can get to it (current queue times are around 4-5 days at the moment).

I'm not certain if we'll be able to undo the respec of your Paladin but we will look into any losses that you suffered otherwise and see what can be restored.

It doesn't appear that any of your characters were transferred or faction changed during the compromise so there isn't any reason why you shouldn't be able to access them while your issue is in queue and during your investigation process. We do recommend that you do not use any of the services (transfer, faction change, etc...) until your investigation has been completed though but otherwise you can play normally. Well, as normally as you can under the circumstances.

Any items, gold, experience, honour, arena points, and quests completed during this time will not be removed from your character. :)

If you haven't found the source of the compromise I recommend reviewing the following links on account and computer security, they may prove helpful.

Battle.net Account Security Awareness
http://us.battle.net/security/

Account and Computer Security
http://us.blizzard.com/support/article/30794

How to Identify Fake or Phishing Emails
http://us.blizzard.com/support/article/25133

Battle.net Authenticator
http://us.blizzard.com/support/article/24986

Please let us know if you have any other questions.