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Compromised account please help!!

Forum Avatar
Spencee
#0 - Sept. 30, 2010, 6:38 a.m.
Blizzard Post
Hello, today i logged on for the first time in about 2 weeks and i noticed my account would not let me log in. After trying to log in i was told

" The information you have entered is not valid. Please check the spelling of the account name and password. If you need help in retrieving a lost or stolen password and account, see [www.worldofwarcraft.com/loginsupport] for more information"

I went to the site and it asked me to confirm my account information so i entered all my info and then was told " This email/name combination does not exist".
Im almost positive my email was changed and i need help quickly. Thankyou for all the help! :)

,Spencee
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Roraks
#2 - Sept. 30, 2010, 7:05 a.m.
Blizzard Post
Based on the account changes, Spencee, it appears someone had access to your e-mail, as e-mail access is required to request and complete a password reset. In this case, I recommend you take the following steps.
  • First, make sure you secure your computer. You will need to run multiple virus scans and if possible use more than one scanner.
    Secure Your Computer: http://us.blizzard.com/support/article/30805

  • You will then want to change the password to your personal e-mail. Make sure you do not use the same password as your previous e-mail or battle.net account.
    Secure Your Email Address:http://us.blizzard.com/support/article/30806

  • To recover the account you may submit the Account Recovery webform:
    https://us.battle.net/account/support/secure-computer.html

    If you are having trouble with the webform you will need to contact our Billing and account Services team directly. For security purposes any and all account changes can only be reversed by them

    • Account Services
    Assists with: billing issues, password recovery, paid services, subscriptions, payment issues, account management, etc

    Hours: 7 AM to 8 PM Pacific Time
    How to contact:

  • Once you have recovered access to your account, you will want to do is submit an in game ticket and report losses.
    • Contact In-Game Support to Report Any Character, Item, or Currency Losses:http://us.blizzard.com/support/article/30807
Our game masters will look into your report and assist with any restorations needed. It is important that you continue checking your system for additional malware to prevent future compromises.

In addition to computer security, you may wish to look into obtaining a Blizzard authenticator for your account.
Battle.net Authenticator FAQ - http://us.blizzard.com/support/article/24660

Battle.net Authenticator (United States) - http://us.blizzard.com/store/details.xml?id=1100000822
Battle.net Authenticator (Canada, Australia, New Zealand and Latin America) - http://us.blizzard.com/store/details.xml?id=1100000823