[Guide] How to Recover a Compromised Account
by Eilanai | 29/08/2006 16:20:35 Help me! My password seems to have been changed and I can no longer access my account. How do I secure my account? To restore access to your account as quickly as possible, please visit our Password Retrieval page and be prepared to answer your secret question: http://www.wow-europe.com/login-support/ If you no longer remember the answer to your secret question, please follow the instructions listed on the following Billing & Account Services page: http://www.wow-europe.com/en/support/accountbilling.html http://www.wow-europe.com/fr/support/accountbilling.html http://www.wow-europe.com/de/support/accountbilling.html I have changed my password and had access restored to my account, but some items or characters are missing. How can I get them back? You will now need to contact our Game Master department via in-game petition from any character on your account (create a new character, if necessary). ALL reports of a compromised account must come from a character on the account in order for us to take action. Your claim will then be forwarded onto our Account Investigators for further analysis. Be sure to answer the following questions in your ticket: When was the last time you logged in? Is there anything missing? (a comprehensive list is not necessary, just a summary) Is the account shared? Do you suspect who accessed the account? Why was my account locked; and, how do I recover a locked account? After receiving a report that the account has been compromised, the Game Master handling the case will run an investigation to determine whether or not the account is secure. If the account is deemed to be at risk, it will be temporarily disabled in order to prevent any further damage from taking place. The registered email address on the account will then be sent an e-mail detailing our Account Retrieval process. By following the steps outlined in our Account Retrieval process, the rightful owner will be able to resume their adventures in the World of Warcraft. This process is handled by our Account Administration department. Any players inquiring about a locked account should submit their concerns via web form to http://eu.blizzard.com/support/webform.xml?lan=en My account is secure again and a Game Master restored my characters; however, I'm still waiting for an update on all of my missing items and someone closed my ticket. Did Blizzard forget about me? We have not forgotten about you it is simply that due to the complex nature of these incidents it can take some time to establish exactly what is missing. The report of your missing items was forwarded internally to our Account Investigators, who then work to determine how the account was compromised while also verifying the loss of any items as a result of the incident. A petition no longer needs to remain open under such circumstances as we are able to contact you directly when the investigation is complete. Due to the nature of these investigations, as well as the number of such incidents which must be processed, it may take some time for us to contact you with further information. Rest assured, as soon as more information becomes available, you will be contacted either in-game or via the e-mail address registered to the account. Until that time, your patience is greatly appreciated. For more information on compromised accounts, please review our articles on PC and account security found here: http://www.wow-europe.com/en/support/ca-article.html http://faq.wow-europe.com/en/category.php?id=77 [ Post edited by Xemafir ] If at first you don't succeed, then skydiving definitely isn't for you! |
| by Thuiljos | 25/04/2007 16:32:41 We have seen a recent increase in posts requesting an update on the status of compromised account investigations. Please keep in mind that due to the recent school vacation period, we have seen an increase in cases to be handled. The increase in players online has resulted in an increase in tickets, issues and compromised accounts to be investigated. We realise that the wait is frustrating for our players, and for this we apologise, however we ask that you remain patient. Please also be sure to check that the email address associated with your account is, in fact, the email address that you currently use. The Account Administration team will email the registered email address, so it is important that this always be kept up to date. The Account Administration team currently work between 9am and 6pm (Paris time) Monday - Friday. If you are unhappy with how your case has been handled, you may contact wowconcernseu@blizzard.com Thank you. |
| by Issuntril | 23/01/2008 17:56:28 Hi guys, We have noticed a recent influx of players who have had their accounts compromised, and are waiting for a response from our account administration department. Please be aware that the response time for queries made to our account administrators is longer than usual due to fallout from the busy holiday period. We are working hard to bring this back down to normal levels, and provided you have filled in all of the requested details in the security web form (http://eu.blizzard.com/support/webform.xml?lan=en), then we will be with you to return your account to you as soon as possible. We apologise for any inconvenience caused by the delay, and thank you for your patience and understanding. Regards, English Game Master Team Blizzard Europe [ Post edited by Xemafir ] Game Master / / Customer Service Forum Representative - EN "It's called the Theory of Everything" "Theory of Everything? Is it comprehensive?" |
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