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Customer Service
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Edited by Nephadne on 12/10/11 14:58 (UTC)
This is a continuation of our compromised account sticky.
You can find the first part at http://eu.battle.net/wow/en/forum/topic/900641512 ———————————————————————————————————————————————— TL;DR? We've turned the instructions here into a video on YouTube! http://bit.ly/qIJc3Y ———————————————————————————————————————————————— Please note that new forum posts regarding compromised accounts will usually be locked and directed to this thread. We ask that you read through the information here before posting new questions, as it should provide answers to the most common questions. The name and realm of one of your characters can greatly assist us in looking into your individual situation, but please do not post your email address or account name. Please also note that we will delete off-topic comments from this thread. If you’re reading this thread it’s likely that your account has been compromised, and your items and gold stolen from it. Don’t panic! There are ways to restore the integrity of your account, and in most cases the restoration of lost characters, items, and/or gold is completely possible. This thread has a lot of information that we recommend reading through in full, but if you prefer you can jump to the section that is most relevant to your account:
Securing Your Computer Unable to Login Items & Gold Missing Further Reading (and Viewing!) Please keep in mind that despite the fact that compromised accounts are considered to be one our upmost priorities, there is currently some delay due solely to a rise in malicious activity. We are working to address this so that we can return your account to as quickly as possible, and in the meantime we hope that you’ll accept our thanks for your patience. |
#1
21/06/2011
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Customer Service
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Edited by Irylinne on 21/06/11 09:48 (UTC)
Frequently Asked Questions
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#2
21/06/2011
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Customer Service
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Edited by Irylinne on 21/06/11 09:49 (UTC)
Securing Your Computer
Please understand that Blizzard takes all aspects of security very seriously, and to that end we have invested heavily into ensuring that compromised accounts do not originate from us. If your account is broken into, the explanation simply has to be malicious software (discussed in this section) or some form of phishing. Additionally, remember that sharing your account information with a friend or family members means their computer is a possible avenue of attack. Accounts are often compromised through the use of software that covertly installed on your computer by those responsible. This software is known by many names, some examples being ‘keyloggers’, ‘Trojans’, or sometimes simply ‘a virus’. It’s very important that you check your computer and any others than you use to access World of Warcraft for this possibility, as failure to do so will likely mean that the account is put at risk of theft again in the future. Once you are certain that your computer is completely free of this software, please take a look at the steps outlined in the Unable to Login (http://eu.battle.net/wow/en/forum/topic/2226268467#4) section below. |
#3
21/06/2011
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Customer Service
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Edited by Irylinne on 21/06/11 09:49 (UTC)
Unable to Login
Before contacting us, please be absolutely certain that you’ve checked for the possibility of malicious software that could be used to obtain your account details again. Check out the Securing Your Computer (http://eu.battle.net/wow/en/forum/topic/2226268467#3) section above. Many players find that they are able to recover their account simply by resetting their password, thus allowing them to access the game almost immediately and saving a considerable amount of time. This can be done through the Battle.net password retrieval page, found here: http://eu.battle.net/account/support/password-reset.xml If this helps and you’re able to login, consider jumping ahead to the Items & Gold Missing (http://eu.battle.net/wow/en/forum/topic/2226268467#5) section below. However, if you are not able to retrieve your password or find that you’re asked for an authenticator code that you don't have, continue reading. Our account support team can usually help when you're simply unable to login. To contact them in these situations you'll need to use our Account Recovery Webform. This can be found by clicking on the Can't log in? link underneath your account name and password when trying to log into Battle.net. Alternatively you can click this link to take you to the direct page: http://eu.battle.net/account/support/account-recovery.html This will help you recover your account and begin the restoration of any missing items you may have. However the speed of the process is dependant on how many other players have also requested this service; there may be a perfectly normal period of several days before you hear back. Whilst you are waiting please do read through the Further Reading section below. Please be aware that there may be other circumstances surrounding your inability to log into the game. We would ask that you check the realm status page and your e-mail before filling out this form. It may be that the realms are down due to maintenance or that you are unable to log in due to other reasons than account compromise. |
#4
21/06/2011
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Customer Service
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Edited by Irylinne on 21/06/11 09:50 (UTC)
Items & Gold Missing
If you contacted us through the web form or over the phone to recover ownership of your account, it’s highly likely that an investigation is already pending and no further action on your part will be necessary. If you have any questions though, please don’t hesitate to contact us. Once you are able to log into the game and access your characters, you will likely find that some or all of your items have been sold or destroyed, and that your gold has been taken. Please don’t worry! This is quite a common outcome of compromised accounts, and we are able to recover lost property in the vast majority of cases. Simply open a ticket using the red ? icon along the action menu at the bottom of the screen, briefly describing the circumstances in the text box provided. From here our in-game support team will investigate the matter for you and attempt to reimburse all that was taken, including gold, items, guild bank contents and even deleted characters. Once submitted, your help request will be placed in our queue and we’ll respond as soon as possible. Please keep in mind that we reply to help requests in the order that we receive them, and so there may be a perfectly normal period of several days before you hear back. While waiting, please take a look at our Further Reading (http://eu.battle.net/wow/en/forum/topic/2226268467#6) section below. |
#5
21/06/2011
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Customer Service
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Edited by Tailyda on 29/04/12 20:14 (UTC)
Further Reading (and Viewing!)
By far the best way to protect your account is with a Battle.net Authenticator, available as a physical token or as a download for most mobile phones available in Europe. You can find out more in the following articles: Video: How to use the Battle.net Physical Authenticator Battle.net Authenticator FAQ Video: How to use the Battle.net Mobile Authenticator Battle.net Mobile Authenticator FAQ If you’re waiting for a reply to your email or ticket, or simply interested in finding out more about preventing account theft in the future, take a look at these support site articles that may be of interest to you: Video: WoW - Account security: General tips Video: Battle.net Mobile Alerts *IMPORTANT* - Account Security Computer and Account Security Security Software Protecting the citizens of Azeroth is extremely important to us. Our new Battle.net Account Security Awareness page (http://eu.battle.net/en/security/) provides helpful advice on what you can do to safeguard your computer, how to spot scams, and tried-and-true methods to help prevent account compromises. We'll also be posting new tutorial videos on our Blizzard Customer Support YouTube channel periodically, so please subcribe: Blizzard Customer Support on YouTube Finally, remember that buying gold and/or power levelling services can severely impact the security of your account and lead to it being compromised. Please don't do it! |
#6
21/06/2011
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hey am been hacket but are was have a lvl 46 hunter there is been movede to a ohter account can any one help ?
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I would suggest you contact Accounts & Payment Support (Ideally via a webticket) and explain the situation to see if they can help. ********************************************************************* Customer Support Site https://eu.battle.net/support/en/ticket/submit ********************************************************************* Account and Payment Support http://eu.blizzard.com/support/article/23210 ********************************************************************* [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 ********************************************************************* |
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kk thansk
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I logged in today after a few days of being away to discover my account has been hacked.
My two best geared characters have been robbed. I've reported this and am awaiting a response but is there anything else I can do to help speed up this process? |
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Customer Service
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Hello Dambob,
If you’ve already reported the situation to us then you’ve done precisely the right thing, but I’m slightly confused by your desire to speed things up as it looks like the investigation and restoration of your account and lost items was already completed about an hour ago. :) Please ensure that you check your registered email, as you’ll likely have a password reset mail waiting for you (potentially in your ‘Junk’ or ‘Spam’ folders, so please check there also!), and finally please make sure you’ve taken the opportunity to fully scan and secure your PC before you access your account once more. The following thread should hopefully prove helpful with this; [Guide] How to SCAN and SECURE your PC - Part II http://eu.battle.net/wow/en/forum/topic/1820913657 |
#16
25/06/2011
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Edited by Nephadne on 26/06/11 15:32 (UTC)
Dear Support Team!
My accont was hecked today and the hecker start to two carackter transfer Vikicica 85 dk and Sztani 85 Priest try to move to Anub arak pls stop it. And Vikicica cant get back the stolen eqipment can u get back to me im veary happy. Here is the transzver ID <snip> <snip> Best whishis Károly György Sztankó Edit: I’ve removed the transaction information from your post here, as there’s no need to have details like this visible on a public forum. |
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Customer Service
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Greetings Sztani,
I’m sorry to hear about your account compromise, but I notice that our support team appears to have already been able to reverse these Character Transfers (as well as completing the investigation into any lost items or gold as a result of the incident) much earlier this morning, several hours before you made this post even. :) You should hopefully have received at least a web ticket response to your original report, but likely also an email notifying you that the help request had been answered, and if you check your characters you should already find them returned to their previous state prior to the compromise. If you notice any other issues, however, please don’t hesitate to submit a further in-game or web ticket! |
#18
26/06/2011
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Hello i'm trying to help out a friend get his account back, i've successfully helped others retrive their lost accounts in the past. however i'm having trouble doing so this time around because the old email forms that were used up until recently, have all disappeared and all redirect to the battle net login page or the password recorvery page where you also needs to login. my problem is that no matter what all i get is that email/name combo doesn't exist. are there any other way for getting help that doesn't require me to login to the failed account?
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Customer Service
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Indeed Forbobssake, in fact this is covered in the Unable to Login section above:
Our account support team can usually help when you're simply unable to login. To contact them in these situations you'll need to use our Account Recovery Webform. This can be found by clicking on the Can't log in? link underneath your account name and password when trying to log into Battle.net. |
#20
28/06/2011
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