Lost access to battle.net account.

#0 - Aug. 12, 2010, 1:17 p.m.

The battle.net account which contained one of my world of warcraft accounts and my Starcraft 2 account has had its information changed. (I presume through a keylogger). I would like to regain access to this account. After I realized the account "no longer existed" (They changed the email) I checked my email associated with the account. I had a few emails which were legit from Blizzard. One was saying my password had been changed. The other was saying my Email address had been changed. The third was saying the account has been locked for suspicious behavior, and contained 3 steps. The first was to secure my computer and provided a legit blizzard link to a few programs which I used to remove any viruses and adware/spyware from my PC. (us.battle.net/security)

The second was to secure my email address, which I also did. I noted that there were dozens of "failed to send mail" messages to random emails. Clearly a hacker using my account to send out spam.

The third provided a us.battle.net link to reset the password for my account. However, the link failed to work, stating it could not find the specified user name.

Here was the email I recieved about the account email being changed.

Q u o t e:
Hello *****,

Blizzard Entertainment recently received a request to change the e-mail address used to log in to the Battle.net account with the username *******@hotmail.com. The e-mail address u***@hotmail.com has been specified as the new username for this Battle.net account. An email has been sent to this new address containing a verification link to complete the change.

Once the new address has been verified, the e-mail address ******@hotmail.com can no longer be used to log in to this Battle.net account or any World of Warcraft accounts merged with this Battle.net account.

If you did not initiate this request, please click here to contact the Blizzard Billing & Account Services team immediately.

Sincerely,
The Battle.net Account Team
Online Privacy Policy

I clicked the link provided about not having initiated the request, which brought me to the webform. I filled out the webform on 8/02/2010 and have yet to recieve a reply from Blizzard.

What do I need to do to regain access to this account?

Orlyia

#1 - Aug. 12, 2010, 1:22 p.m.

Without seeing the headers of that email, I hesitate to speculate.

The internal routing header on any email will show you the true sender.

It does sound like your email account was hijacked.

What I'd recommend in this situation is calling Billing. They can often get a player back in control over the phone. If more documentation is necessary, they can also give you further instructions.

In the meantime, are you certain your system is secure - and have you setup another new email account?

Orlyia

#12 - Aug. 12, 2010, 2:22 p.m.

Q u o t e:
Regardless none of it matters how I was keylogged, the only fact is that I was. Whether it was a phishing email or not (and it wasn't) makes no difference. The account's email has been changed. It looks like Calling is my best option. I dread calling...the wait is going to be inscrutible just so they can probably say "Well, we need you to fax a copy of your birth certificate and ID, then call us back"

Getting into the queue can sometimes be challenging, I'd recommend trying continuously and not periodically.

As to ID verification, there are several ways that can be done on the phone they won't make you send in documentation unless it's absolutely necessary - and that's for your own protection.