This is insane. All the technical and customer support forum is people getting hacked. It's very unlikely that all these people are getting keylogged, which means it's a fault on Blizzard's side. My friend got hacked this morning and they deleted everything, so she can't even post on the forums. Right now Blizzard's lines are full and everything.

Like, does Blizzard have a log of accounts signing in or something? And they managed to access that and just put an authenticator on anyone they choose to? That seems like the most likely situation, since it is just random people get banned/authenticated.

Please, guys, up your security, or at least give people who have been hacked free play time, since it is not their fault, this really should not be happening in a game with over 10 million people playing, I would expect the best service/security for paying monthly for a game.

I'm afraid that your assumptions are simply incorrect in this case, Shinripper. We have not been compromised and we are not providing compromising parties with information which would allow them to compromise accounts. Each of the accounts that has been hacked have been hacked because of a security lapse on a computer they've used to log into the game, a compromised e-mail address, falling for a phishing scam, sharing an account, or using the same account information to log into a third-party website.

Nevertheless, we're actively working on new methods to help our players keep their accounts secure. Please be aware, however, that this no simple task given that we must rely on our players to keep their account information and computer secure.

To be perfectly honest, Shinripper. One of the biggest reasons why you're seeing more and more forum posts in regards to compromised accounts is largely because players are having difficulties reaching our Billing department over the phone, and our investigation wait times are quite high. I understand that an increase in the number of posts may make it seem as if something is up on our end, but I can assure you that there have not been any security breaches at Blizzard Entertainment.

The reason why I'm so adamant in this regard is because it's important that these players recognize that something they did or didn't do has resulted in their account being compromised. If that issue is not shored up, there's a definite chance that they may experience another compromise. It is of utmost importance that they secure their computers and registered e-mail addresses which can be done successfully without the aid of an Authenticator.

Also, I think it's important to note that even the smartest, most secure people who play this game can have a brief lapse in judgment and do something they regret. We don't really consider our players at fault for being compromised; mistakes happen. That's why we're so interested in helping our players keep their information secure and are willing to help recover anything that's lost when the account is compromised.

As I stated previously, the reason why we're so adamant in pointing out that the security lapse was on the players' end is not to pass blame. We just want to arm you with as much information as possible so that you know what to be looking out for in the future to ensure this doesn't happen again.

Be sure to let your friend know that she's more than welcome to request reimbursement for the time missed by speaking with our Billing department. While I cannot offer any guarantees, it's definitely something they can consider!

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Q u o t e:
My friend and I will be getting authenticators after her account has been restored/refunded (I say refunded because they transferred her character with the most funds/items on to a different server, then deleted it) I just wish we didn't have to pay, and I understand that it is cheap, but that's not the issue, then again, I guess the best security isn't a privilege, it's a service.

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Our investigators should be able to return the character to the original realm without issue, Shinripper. This will not cost any extra money. :)

Also, if you have a supported cell phone, the Mobile Authenticator can be purchased for a significantly cheaper price. In fact, this application is free for players with iPhones, iTouch, and iPad devices.

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Q u o t e:
While I have the attention of a blue poster, it's not possible that they have the information of her credit card correct? Because her character was transferred, but it was still charged to her account. That doesn't mean that they used her credit card info to pay for the transfer? They payed for it using their own methods?

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Hm. Can you look over what you wrote once for me, Shinripper. It was or was not charged to her credit card account?

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Q u o t e:


I'm unable to check, the only information I have available is that it says that her account has been charged. I mean, it would be quite unlikely that they were able to use her information, because they don't have her credit card right?

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Correct. Unless she had a keylogger installed on her computer when she entered the credit card information, the compromising party would not likely have her credit card information. This information cannot be gleaned from our website and must be re-entered manually to purchase a paid service.