Account Hacked

[vexrm]

<p>I woke up this morning to log in and found the already in use error. I talked to a friend and she said I was online.</p><p>After removing my main and all my alts from the guild and me rushing to change my account password (which worked) I'm now logged in on my account.</p><p>It is cleaned out completely. I have contacted SOE Support and I am sitting on my account to prevent a rehack some how. I'm not sure how the first one even happened.</p><p>I have all the info they say they will ask for in their knowledge base to get an account reactivated. Are there any other steps you guys would suggest?</p>

[Wingrider01]

<p><cite>vexrm wrote:</cite></p><blockquote><p>I woke up this morning to log in and found the already in use error. I talked to a friend and she said I was online.</p><p>After removing my main and all my alts from the guild and me rushing to change my account password (which worked) I'm now logged in on my account.</p><p>It is cleaned out completely. I have contacted SOE Support and I am sitting on my account to prevent a rehack some how. I'm not sure how the first one even happened.</p><p>I have all the info they say they will ask for in their knowledge base to get an account reactivated. Are there any other steps you guys would suggest?</p></blockquote><p>scan you system with multiple onlione anti-virus applications, like the one from Trend Micro, Bit defender or Avast. Unfortunate to say that the hack either came from a key logger on your system or a "friend/guildmate" you passed your logon information to. </p>

[TSR-DanielH]

<p>If you haven't received a response yet then please contact us by phone or chat support.  We can then verify your account information and help you secure the account.  The GMs will require that we do so before they'll be able to start restoring anything that may have been stolen from the account.  The following link contains our contact information:</p><p><a href="http://help.station.sony.com/cgi-bin/soe.cfg/php/enduser/std_adp.php?p_faqid=10404" target="_blank" rel="nofollow">http://help.station.sony.com/cgi-bi...p?p_faqid=10404</a></p>

[vexrm]

<p>I talked to tech support and went through my open petition to update that they had  talked to me.</p><p>I haven't heard anything back on rolling back the character and maybe getting the station cash back though.</p>

[TSR-DanielH]

<p>The item/character restoration will be performed by the GMs and not the tech support team, but if you PM me with the reference number for your ticket then I'll make sure it's going to the correct people.</p>

[KniteShayd]

<p><cite>vexrm wrote:</cite></p><blockquote><p>I woke up this morning to log in and found the already in use error. I talked to a friend and she said I was online.</p><p>After removing my main and all my alts from the guild and me rushing to change my account password (which worked) I'm now logged in on my account.</p><p>It is cleaned out completely. I have contacted SOE Support and I am sitting on my account to prevent a rehack some how. I'm not sure how the first one even happened.</p><p>I have all the info they say they will ask for in their knowledge base to get an account reactivated. Are there any other steps you guys would suggest?</p></blockquote><p>Same thing happened to me over the weekend. I'm pretty confident that If I was allowed to change my password I could have locked them out of my account.</p><p>I scanned my system with avast, SpyBot, and Hijack and found nothing.</p><p>This first happened on my game account for Aion. Now here. They must've had my email info to be able to retrieve the temp password to go in.  How they got that, I have NO clue.</p><p>I changed my password on email AND game accounts to be no where near eachother in likeness. Something you should do as well.</p><p>I too am waiting for a reply on my account. I submitted a petition on a friends account on saturday, geard nothing. My own acct 24 hrs later yesterday. nothing. Called CS early today. Still nothing.</p><p>Do we know what will happen with the account? Is it just rolled back? will I get everything back that way? Will the items claimed from my account claimables be restored to be claimable for my other toons?</p>

[TSR-DanielH]

<p><cite>Euri@Antonia Bayle wrote:</cite></p><blockquote><p>Same thing happened to me over the weekend. I'm pretty confident that If I was allowed to change my password I could have locked them out of my account.</p><p>I scanned my system with avast, SpyBot, and Hijack and found nothing.</p><p>This first happened on my game account for Aion. Now here. They must've had my email info to be able to retrieve the temp password to go in.  How they got that, I have NO clue.</p><p>I changed my password on email AND game accounts to be no where near eachother in likeness. Something you should do as well.</p><p>I too am waiting for a reply on my account. I submitted a petition on a friends account on saturday, geard nothing. My own acct 24 hrs later yesterday. nothing. Called CS early today. Still nothing.</p><p>Do we know what will happen with the account? Is it just rolled back? will I get everything back that way? Will the items claimed from my account claimables be restored to be claimable for my other toons?</p></blockquote><p>They probably hacked into your e-mail and were able to answer the secret questions for you various game accounts.  That's usually the case when something like this happens. </p><p>You mention calling CS, but did they have you verify the account and pick a new secret question?  Generally we will do that and then forward the ticket to the GMs so that they can try to restore the lost items.  Regarding the items, I can't say exactly what process they use to restore the items since they're a seperate department.</p>

[KniteShayd]

<p><cite>TSR-DanielH wrote:</cite></p><blockquote><p><cite>Euri@Antonia Bayle wrote:</cite></p><blockquote><p>Same thing happened to me over the weekend. I'm pretty confident that If I was allowed to change my password I could have locked them out of my account.</p><p>I scanned my system with avast, SpyBot, and Hijack and found nothing.</p><p>This first happened on my game account for Aion. Now here. They must've had my email info to be able to retrieve the temp password to go in.  How they got that, I have NO clue.</p><p>I changed my password on email AND game accounts to be no where near eachother in likeness. Something you should do as well.</p><p>I too am waiting for a reply on my account. I submitted a petition on a friends account on saturday, geard nothing. My own acct 24 hrs later yesterday. nothing. Called CS early today. Still nothing.</p><p>Do we know what will happen with the account? Is it just rolled back? will I get everything back that way? Will the items claimed from my account claimables be restored to be claimable for my other toons?</p></blockquote><p>They probably hacked into your e-mail and were able to answer the secret questions for you various game accounts.  That's usually the case when something like this happens. </p><p>You mention calling CS, but did they have you verify the account and pick a new secret question?  Generally we will do that and then forward the ticket to the GMs so that they can try to restore the lost items.  Regarding the items, I can't say exactly what process they use to restore the items since they're a seperate department.</p></blockquote><p>Thank you. And yes, they did have me change the question.</p>

[Avianna]

<p>Yes I have some advice. Stop buying plat or even visiting plat selling websites that is how they get all that plat to sell is by hacking your system with a keylogger when you visit their page and they wait to see when you type your username and password then you log off and they log right back on and steal all your hard work to give to another player dumb enough to go to their site and buy plat.</p><p>So the moral of the story is: DO NOT EVEN VISIT A PLAT SELLING WEBSITE!</p><p>Edit: had to nice that up a bit cause it sounded rude. I am not acusing you of going to a plat site or buying plat I am saying that is the number one way people loose all their stuff. number two is if you were dumb enough to share your username password with anyone (a GF/BF for example) and they recently got ticked with you.</p>

[dawy]

<p>My sons account got hacked last year and i have to say the CS team where brilliant with him he got everything back within a couple of days,theres 4 of us in my family who play the game and we've never used plat services,theres no need hehe but what my lad was using was a hotmail email account and that was hacked..needless to say he's changed email accounts now and does a 3 monthly password change</p>

[vexrm]

<p>Never visited a plat selling website. So that's not the problem.</p><p>No one else knew my password. That's not the problem.</p><p>I DID find a trojan hiding out. Where it came from I don't know.</p><p>Edit: To make it seem less like another SOE product has a trojan. it doesn't. The trojan just decided to hide in that directory.</p>

[TSR-DanielH]

<p>While purchasing plat or powerleveling services is certainly one of the surest ways to get your account hacked, it's not the only way.  The main problem is usually using the same username and password on other websites.  A trojan on your computer or simply a compromised website can result in your account info being gathered by hackers/farmers.  Typically they will try to hack your e-mail and answer your secret question.</p><p>The best way to prevent this from happening is to use different login information when accessing other websites.  At the very least I would recommend using unique passwords for your e-mail and game account.</p>

[vexrm]

<p>So, my ticket hasn't been touched as far as I can see since Monday and now I see all the people affected by Battlegrounds getting a roll back.</p><p>Yeah, this doesn't make me happy.</p><p>I work QA. I can come up with 100s of reasons why this is going on. However, just some more communication would be nice. It would let me know. I can't play my main for fear of a roll back. I am just sitting the dark hoping to hear an echo.</p><p>In 16 hours it will be a week of me not playing. 25% of the month gone. With no further answers then I had when I reported it then and people who had issues (understandably more public issues) being fixed much faster and all I can see is that they matter more than I do.</p><p>When ever I ask for info all I've gotten was "We don't know anything, just sit and wait". </p><p>That's not good customer service SOE.</p><p>Thank you Daniel. You have been the one and only bright spot in this whole thing.</p>

[TSR-DanielH]

<p>I'm sorry and I wish there was more I could do in this case.  Sadly, it just seems like the Everquest 2 GMs are a little overloaded with the expansion release.  Hopefully they'll be able to sort this out for you ASAP.</p>

[Showoff]

<p>If it makes you feel any better Vexrm, I'm unfortunatly in the same boat.  Not one, but two of my accounts were actually hacked into.  They were both on the same email :/  I've had the same customer service issue.  What's even more funny, is they responded to a collection quest reward petition that I had submited the day before... like three days ago. </p><p>The GM informed me that the reward in question was sold Sunday... because the person that hacked into my account sold everything I had and took the money.  I at least found it mildly humorous that the GM told me he could restore the item, but would have to deduct the money recieved from it <img src="/eq2/images/smilies/69934afc394145350659cd7add244ca9.gif" border="0" /> </p><p>I understand the fact that the GMs are overloaded, but is there honestly no way to contact someone directly for issues like this?  I would gladly wait on hold on the phone for hours, as opposed to sitting in game all week long waiting to be contacted.  I just want this issue resolved.  My subscription actually expires this coming Wednesday and I'm not so sure they'll get to me by then.</p><p>Until then I guess I'm here to wallow with you in self pity <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" /></p>

[vexrm]

<p>Sad to hear others are going through this.</p><p>It seems like a major hacking effort happened at the release of this expansion and that combined with many of the other problems has pretty much swamped customer service to inactivity.</p><p>I tried to level an alt to pass the time, but got worried that he'd just be rolled back as well. So  don't really have anything good to help comfort you or pass the time. I'm not threating to leave or anything, but I've got some free mmos to fill in the time. I'm just sitting here, waiting, as that's all I can do. A week without play. A week where I needed to gain levels. A week without an opertunity to get disco. I know there's nothing that the support here can do, and I don't expect them to do more at this point. I will post when it gets taken care of and let people know how it was handled. My worry is they won't be able to do a roll back because too much time has passed. They have a rather large warning about that on their knowledge base. I don't know what "too much time" is. Here's hoping it isn't the time it takes to get to me.</p>

[vexrm]

<p>Mine just got restored. Thank you support for restoring everything and not deleting the alt I made to pass the time as I waited.</p>