Customer Service
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Edited by Nephadne on 05/12/10 17:49 (GMT)
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 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
22/11/2010
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Customer Service
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Edited by Irylinne on 03/08/11 11:56 (BST)
Frequently Asked Questions
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#2
22/11/2010
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Customer Service
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Edited by Nephadne on 05/12/10 17:54 (GMT)
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/900641512#4) section below. |
#3
22/11/2010
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Customer Service
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Edited by Irylinne on 03/08/11 12:01 (BST)
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/900641512#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/900641512#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. If this doesn't help and for whatever reason you're still not able to login to your account, please contact our account and payment support team directly by calling them: Account and Payment Support http://eu.blizzard.com/support/article/contactbilling [Guide] How to call Blizzard http://eu.battle.net/wow/en/forum/topic/900641450 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
22/11/2010
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Customer Service
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Edited by Nephadne on 05/12/10 17:57 (GMT)
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/900641512#6) section below. |
#5
22/11/2010
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Customer Service
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Edited by Nephadne on 05/12/10 17:59 (GMT)
Further Reading
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: Battle.net Authenticator FAQ 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: *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. Finally, remember that buying gold and/or power levelling services can severely impact the security of your account and lead to it being compromised. If that isn't enough to dissuade you all by itself, you might be interested in checking out the informational webpage that we put together to make sure players have the facts about the negative impact of purchasing gold and using power levelling services. Our goal is to shed some light on how these companies operate, share some of the measures we’re constantly taking to combat them, raise awareness of the detrimental effects these services have on all players -- not just the buyers -- and help protect members of our community from being targeted by them. You can find it here: >> updated link coming soon! << |
#6
22/11/2010
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I figured i should post in here rather than making a new thread. I have activated something to gain free game time as this is the only account i have access to.. There is every possibility that your characters (if deleted) can be recovered. If you have control of your account then you should submit a ticket straight away detailing the character names, classes and realms they were on. If you do not have control of your account you should submit a webform as per the instructions in this sticky. Please be aware however that the longer the length of time that the character has remained deleted, the less likely that the character can be restored to its original condition (i.e. gear and gold). If your email was compromised, I would strongly recommend setting up a new one PURELY for wow with a provider such as Gmail, you can use the webform to request your account email change, but if you do have control of your account you can do this via battle.net:- http://eu.battle.net Lastly, attach your authenticator and leave it attached. If you do lose it, there are ways of having it removed via Accounts & Payment Support (After your ID has been verified), so removing it for the sake of the potential loss of it does not outweigh the security it provides you. I wish you all the best in getting this resolved. Contact details for Accounts & Payment support are below, but do feel free to ask any other questions you need to here. ********************************************************************* Account and Payment Support http://eu.blizzard.com/support/article/23210 ********************************************************************* Webform http://eu.blizzard.com/support/webform.xml ********************************************************************* |
#12
29/11/2010
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My account was hacked 2 weeks ago, and its still locked, ive tried to do the automated recovery for the 2nd time, ive sent off emails and no response, Ive tried calling eu support and cant even get into a que to speak with someone. I am playing a new account now, and im so angry that I have to start again and I dont have time to lvl all the way to 80 again before cata comes out :(
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#13
04/12/2010
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i have a authenticator on and my battle.net account got hacked. is it possible they have hacked my in-game account too?. i did get like 20 emails from battle.net about some stuff was changed.
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#14
04/12/2010
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Between 1st of december and 5th of december my account got compromised as well. The hacker sold all items from my main 4 characters and took all gold, except 20-30 silvers each. Also, weirdly, my shaman was respecced from elemental to enhancement and got HS set from Dalaran to Thrallmar. As if the hacker decided to play a bit with my shaman for some reason. This makes me think the hacker was not very professional about it. If thety wanted the gold, they'd taken it and not waste too much time on it, risking detection, IMO.
. Blizzard got me my lost gold and items back very quickly, but I am still worried. . First of all, I never share my information with anyone. So nobody could have known my password, except by a keylogger or something like that. I only ever login to battle.net and WoW on this one PC at home. . As recommended I scanned the PC with McAfee and a process scan. But also with Symantec, Aviva, antiSpyware and malwarebyte. None of the programs could detect any virusses, trojans or keyloggers. . Also my network router is on a strict firewall, and I of course have windows 7 firewall active to protect my PC. . If I had found anything and removed it, I would have been reassured. But now my account got hacked, someone stole my gold and sold everything that could be sold, and I don't know how they got in. So I also have no idea how to better protect my account. Beside firewalls, virus scanner and malware scanners, what can I do to protect myself? Did I overlook anything? |
#15
06/12/2010
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i had a keylogger and a trojan, can it hack into wow still if the authenticator is on? |
#16
06/12/2010
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i have a problem,
my second account was stolen and with the account my e-mail was also stolen... i have forgotten my secret answer and i no longer have the original boxes(which contain cd-keys)... i know all other info about the account like characters, skills, and ofc credit card number with which the game is payed... how to get help from blizz since on the web forums they always ask me cd-key or secret answer... plz help...i want to play cata;) |
#17
07/12/2010
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Same problem here, lost all my gold on all my chars!
As far as I've seen there were no items lost. Don;t know if it is a hack or a bug. I hope Blizz can return me my gold. |
#18
07/12/2010
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Posting this for my husband as his account has had it’s communication ability disabled.
Character name: Caddell EU Server: Earthen Ring I don't think I've been hacked at all, but my account has been suspended. Last night we had a power surge and my router reset. Tried logging in to WoW and got a message to change my account password. Did this and no problem, I guess the blizz software got confused with another IP cos my ISP uses dynamic IP's. When trying to log in this morning I find I can't and an email saying "We have reason to believe that your e-mail account has become compromised." It has now been over 7 hours since I filled in the Account Suspension Inquiry webform. I have supplied a new email address and security question. I already use an Authenticator. How long does this take? I have paid game-time, upgraded to Cataclysm (1 day use) and a race change (never used) so would appreciate something being done ASAP. |
#19
08/12/2010
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Edited by Livingshade on 09/12/10 10:50 (GMT)
Hi,
A friend of mine wants to play wow again after a long time. However when he tried to merge the battle.net account with the wow acount he got the message: 'You cannot reset the password for this account because it is bound to a Blizzard Account'. Can someone tell me wats going on? Is he Hacked? He hasn't played for almost over a year.... Character: Bruclee Server: Twisting Nether Yours Sincerely Shade |
#20
09/12/2010
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