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Forums > Home› Neverwinter Discussion › Bug Reports (PC)

Account Erased

vzeevzee Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 5 Arc User
edited May 2013 in Bug Reports (PC)
Hello!

I have now submitted two tickets and posted on the technical support forums. No one is responding to me AT ALL.

I have been playing this game since the open beta, and I bought the $60 founders pack (extra character slot, mount, etc). I logged onto my account about a week ago and everything was gone. I no longer have any characters, and my founders pack isn't there anymore (I only have two character slots and stuff). As a result, I have been unable to play.

I have put real money into this game, not to mention my time on those three characters I had on my account, only to see it all erased, with absolutely no help in getting them back. I assume it was some weird database mistake and I would like to work with someone to restore my account.

Thank you,
Robin
Post edited by vzee on

Comments

  • vzeevzee Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 5 Arc User
    edited May 2013
    I want to also mention that on the website, it still says I have my founders pack. But it is not applied ingame...
  • nullptrnullptr Member Posts: 36
    edited May 2013
    I posted this one week ago -> http://nw-forum.perfectworld.com/showthread.php?220562-All-characters-gone-after-maintenance

    You did not provide a lot of info but check my thread to see if we have the same issue.

    Create another account and see if you can add handle@charactername, also as i stated in my thread, is the name in the launcher what you expect it to be?
  • feffersfeffers Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 1 Arc User
    edited May 2013
    Hope this gets fixed soon.
  • nullptrnullptr Member Posts: 36
    edited May 2013
    Well it is a really serious issue for a company that provides account that is connected to a real cash shop. There is no excuse they can ever give for not responding to those tickets. Some people have put in a lot of cash and now they cannot use their characters. It looks like a they released this game way to early and do not give me "its a beta...". I can live with in games bugs, but account issues should never occur after a maintenance. From my point of view it feels like they merged some old and new account tables and something went terribly wrong.
  • vzeevzee Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 5 Arc User
    edited May 2013
    I agree, this bug has stopped us from playing for over a week now. I understand issues, but the response time makes me regret spending money on the founders pack.
  • nullptrnullptr Member Posts: 36
    edited May 2013
    I do not think a lot of people will continue to put cash into this, the account issue is too too sever, and people will not pull up their visa cards if they do not trust the company.
    I feel like if you cannot implement a proper account system, maybe just maybe you should not have a system that allows users to buy things for real cash.
  • sominatorsominator Member Posts: 0 Arc User
    edited May 2013
    Hey there!

    This issue is most likely linked to the email associated with your account. If you haven't submitted a ticket yet, please go ahead and do so - OR, try changing the email address on your account page. That could work!

    Thanks!
    Proud member of Team Fencebane, official guild of the unofficial Neverwinter Adventure Hour!
  • fauxdieufauxdieu Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 0 Arc User
    edited May 2013
    Did you get any emails with some funk? I got hacked and the only things I saw was that my account's email address got changed... but no cryptic guard notification... gotta love that we have to jump through hoops but the hacker glides right past cryptic guard.
  • sundervinesundervine Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 9 Arc User
    edited May 2013
    I had my account stolen from me almost 48 hours ago. I have had zero response other than automated junk. I have also spend real money, more than 60 and this is not my account. This is a new one I needed to make to get on here to do anything.
    What happened is that someone somehow took my login which is not a name I ever use in anything, and has more than alpha letters in it to make it harder in the first place to guess. Then my password and changed my email.
    Thus I cannot go in and do anything to that account since it requires that information to do anything. I also had setup the account guard stuff and they side stepped that because somehow you do not make us verify that information before we edit our account on the website. Smart right.
    Anyway I have lost all the money I sunk into this game and have had zero response from the company. 48 hours after an account is stolen.
    Can someone give me information on what they expect me to do in this situation. It is very annoying, and I have been more than patient waiting this long. Please someone give me something!
  • vzeevzee Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 5 Arc User
    edited May 2013
    Thank you for the responses everyone.

    I would like to mention that this topic is not about a hacking attempt or anything. There is a serious bug with how accounts are handled and it appears that if more than one accounts exist under the same email, they are being overwritten/merged and causing players to lose characters, information, money, etc.

    To sominator, I really appreciate the response. I have opened a ticket about a week ago and I have updated the ticket, as well as posting everywhere I can (since I was not getting a response). I will try your email suggestion and get back to you, although ultimately I would like my primary email to be associated with my primary account in the future. Hopefully I'll get a response to the ticket soon.
  • vzeevzee Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 5 Arc User
    edited May 2013
    Good news!

    Changing the email worked. My characters and account are all there.

    TO ANYONE HAVING THIS PROBLEM: Log in on the website, and change your email from the website. Then, if you have an old account on another email, you can go back and change that email to something else, then change your main account back to your main email.

    Sominator, thank you for the solution. It worked and I am happy.
    I will suggest you pass this on to the devs if you can, so they can look into the account merging problem, but at least we have a solid and reproducible workaround now. Thanks!
  • nullptrnullptr Member Posts: 36
    edited May 2013
    Ok that worked still does not explain why this happened, but I can play now again it seems, closing my ticket.
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