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Request for help on Hacked Account
slped
Member Posts: 0 Arc User
I am really trying any and every avenue I can find to seek help on the issue. Anyway, to cut the long story short, my account was hacked.
And before going further, I am pretty certain my computer is free from virus, keylogger, etc. I am also certain my (original) registered email was NOT compromised. And I am somewhat convinced that my account was brute forced in from PW side where the hacker immediately changed the registered email upon "success". With that in mind, let me fill in the story.
The pretext is that I did not log in to NWN for a good 1 week or so as I was away overseas. However, out of the blue, I received an email notification in my registered email saying I have request for a change to my registered email . A verification email has been sent to the new email (yeah, beats me on why it goes to the new email and not the old one). So upon seeing that email, I attempted to login to my account to change the password, however, it is obviously too late.
So basically, i lost access to my account and hence cannot submit a ticket thru normal means. Without the email, of course i can't reset password and what not. So I ended up sending it to the customer service email of PWE. After waiting for 1-2 days, i received an automated reply saying that due to high volume of ticket *blah blah*, they will only be able attend to my issue as soon as possible... *blah blah*. So patiently i waited (of course, with the occasional reminder email every 2 days or so to remind them I am still alive and kicking) and till now, where more than 1week has passed since the incident, I have yet to receive any feedback from the customer service.
Sometimes last week, seeing how bad the response from PWE is, I decided to try my luck pm-ing the admins/moderators on this forum for help. Unfortunately, to-date, I have sent to 3 different admin/moderator and none of them seems to have bothered even replying to me.
I am wondering if there is anyone from PWE or Cryptic that even bother about cases like mine. Apparently, I am not the only victim of this issue and to date, i am not sure if anyone has got their account back (let alone getting back all the hacked stuff). Seriously, having spent so much money and time on this game, I really think this kind of service is intolerable and seems to destroy any trust that player might have. So here I am, hoping that someone will finally decide to perhaps spend some time to look into the well being of us players, whether paying or not.
And before going further, I am pretty certain my computer is free from virus, keylogger, etc. I am also certain my (original) registered email was NOT compromised. And I am somewhat convinced that my account was brute forced in from PW side where the hacker immediately changed the registered email upon "success". With that in mind, let me fill in the story.
The pretext is that I did not log in to NWN for a good 1 week or so as I was away overseas. However, out of the blue, I received an email notification in my registered email saying I have request for a change to my registered email . A verification email has been sent to the new email (yeah, beats me on why it goes to the new email and not the old one). So upon seeing that email, I attempted to login to my account to change the password, however, it is obviously too late.
So basically, i lost access to my account and hence cannot submit a ticket thru normal means. Without the email, of course i can't reset password and what not. So I ended up sending it to the customer service email of PWE. After waiting for 1-2 days, i received an automated reply saying that due to high volume of ticket *blah blah*, they will only be able attend to my issue as soon as possible... *blah blah*. So patiently i waited (of course, with the occasional reminder email every 2 days or so to remind them I am still alive and kicking) and till now, where more than 1week has passed since the incident, I have yet to receive any feedback from the customer service.
Sometimes last week, seeing how bad the response from PWE is, I decided to try my luck pm-ing the admins/moderators on this forum for help. Unfortunately, to-date, I have sent to 3 different admin/moderator and none of them seems to have bothered even replying to me.
I am wondering if there is anyone from PWE or Cryptic that even bother about cases like mine. Apparently, I am not the only victim of this issue and to date, i am not sure if anyone has got their account back (let alone getting back all the hacked stuff). Seriously, having spent so much money and time on this game, I really think this kind of service is intolerable and seems to destroy any trust that player might have. So here I am, hoping that someone will finally decide to perhaps spend some time to look into the well being of us players, whether paying or not.
Post edited by slped on
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Well I guess it was just freaking magic then.
A couple of weeks ago someone phished a number of users message boxes with an official looking account suspension notice. If you followed the link it went to a 1 letter different web address and collected the users login info. I know because I had recieved it. The letter was also posted with the link obscured and left by the mods in a thread from that point.
But the PM was very official looking and if you didn't stop to think about it and realize that Perfect World will never PM a message like that to you but instead email it to you .... you could get burned by it.
[SIGPIC][/SIGPIC]
Nope if you read the sticky on security you will get the correct information on how to contact customersupport about your hacked account.
[SIGPIC][/SIGPIC]
omg i lol'd
Anyway, they don't do ingame support on the forums, unfortunately.
They realy need to introduce a mobile authenticator like the one I have for battle.net
Nope, didn't receive that email. All i got was the notification that my email was changed. So I went to NWN website using my own usual favourited links.
Yup, that's how i ended up getting the customer service website. But the problem is the tardiness of response and the lack of any feedback.
Agrees with you. Beyond that, they ought to have introduce simple things like Captcha authentification to reduce the impact of such brute force attempts.
On a side note, if it ease your pain, I think i have spent about 9times more than that - with the 2 founder packs and a bunch of zen topups.
Somehow the hacker managed to get around the account guard and changed my password and email address (the security is a joke).
Anyway, I would realy like to get my account back that I spend 100$ on.
They won't answer.
Detele the game and pray they go bankrupt.
You would get more done if you contacted customer support then posting to the general discussion forum.
https://support.perfectworld.com/app/home
I've got one open myself, or rather my son does, for an account problem, and it's been two weeks. I feel your pain.
My account was also hacked but I was lucky in that I caught it before they were able to change the password. I received an email saying that an unauthorized computer logged into my account and it showed me the IP(which was from China) and if it was not authorized by me to change password right away and to contact PWE with this information.
So I did all that, never heard a word from them. I know for 1000% it IS a security hole/breech on PWE's side. It was NOT anything from my side. I have my own domain and I have a server here in my house that handles all my email, webpage, etc... I know for an absolute fact that it was NOT any kind of malware, keylogger, port sniffer, whatever. The breech/attack was on PWE's side. Many people should know this already because they keep getting "to many tries, try to login later" error. This error is because PWE is being brute force attacked. Also, I am 90% sure that the breech is related to the GATEWAY website.
Whatever you do from here, make sure you DO NOT ever use that password for anything. And if you have that password on anything else, you should change it right away. Never use the same password, EVER. I know its a pain in the <font color="orange">HAMSTER</font> but you have to use different passwords for everything.
I agree, the problem could be at the gateway, cause I sense no security when you login from gateway. it could be anything from brute forced attack, or miss-directing the site to their server so when you login you actually give them your passcode.
>using passwords that aren't random letters and numbers
Plebeians.
I did use GATEWAY to manage tradeskills, so you may be right about there being security issues.
In 20 years of mmos and web surfing, this is the 1st time I got hacked.
I never buy **** on other web-sites, I never got a **** malware, troyan, keylogger or other craps.
The contact support doesn't work, I did an in game ticket, but from what I'm reading I wont get any answer/solution soon.
This game has few good things, but the quantity of bugs/problems/exploit/bot/cheaters are incredible/unacceptable.
PW or Cryp will probably don't care much about my and all my friends money (20pps that will move, if I decide to move), but if they continue like this, we will be only a small part, of a huge migration.