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How Long Does an Account Rollback Usually Take?
gerbilhurdler
Member, Neverwinter Beta Users Posts: 418 Bounty Hunter
I was hacked on the 8th-9th and immediately put in a support ticket as soon as I saw what had happened. I have been waiting for some acknowledgement (besides the form letter telling me to run antivirus/spyware/malware) from support on getting my account rolled back since the 9th. and am wondering if anyone knows how long it can take.
Before anyone gets any smart ideas about why I got hacked.
No, i never used third party sellers.
Yes I scan daily for virus/malware/spyware.
No, I never received any email stating that another computer had accessed my account.
I am just wondering if a 3 day wait on any customer support issue is normal, or if I am getting swept under the rug.
It would be nice to get a response to something that is so obviously a fault with the security measures in place instead of a form letter that tries to imply that I am the one at fault. It would also be nice if I had a chance to get online and grind some AD for RP before they get bound.
Before anyone gets any smart ideas about why I got hacked.
No, i never used third party sellers.
Yes I scan daily for virus/malware/spyware.
No, I never received any email stating that another computer had accessed my account.
I am just wondering if a 3 day wait on any customer support issue is normal, or if I am getting swept under the rug.
It would be nice to get a response to something that is so obviously a fault with the security measures in place instead of a form letter that tries to imply that I am the one at fault. It would also be nice if I had a chance to get online and grind some AD for RP before they get bound.
Post edited by gerbilhurdler on
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Comments
You probably won't get another support email until the one telling you it has been resolved, assuming you gave sufficient information in your original ticket.
Don't expect any apologetic response, because -- and I know you don't want to hear it -- the fault lies on your end, not Cryptic/PWE. If Cryptic was the one who was hacked, there would be hundreds of posts on the forums exclaiming about lost accounts.
Thats some BS, until it happens to these people thats the only response you will get from close minded people like this. There is defiantly some work around because just like you they didn't have access to my e-mail (diffrent pws) and their was no message saying they logged in from somewhere else. I'm the network administrator for my business and did tech support/web hosting for 7 years, i have anti virus/malware installed. I use firefox with no scrips enabled so you won't get infected while browsing malicious sites. I didn't have any infected files when scanned after i was hacked so I'm sure they didn't get the info from my end.
It is absolutely not on my end, and I have seen many posts on this forum about people getting hacked and receiving no email, it just gets taken down and locked as soon as it goes up with a link to customer support. I have a smart phone on me 24/7and never received any e-mail notification saying that another computer had accessed my account. Even had I had my email account hacked too, i would have still received a notification of an e-mail on my phone. I'm not saying the whole server info got hacked, but if so many have been hacked with no e-mail going out about new computer accessing the account then they are obviously not up to date with their security measures.
Besides, do you honestly think they are rolling out a new security system because the one they have is working?
This is most likely a deal breaker for me. A week or more to get my account rolled back is symptomatic of a company that doesn't have enough customer support staff. Soon , if they keep going the way they are, going they will run out of customers to support them, so I guess it will even out.
Even so , thanks for the responses guys. Guess I'll troll around the forums for the next couple and see if it rolls back.
And like the other guy said, account security is mostly in your own hands. If there was some sort of loophole or backdoor way that people found, you would see many, many more posts about people getting their account compromised. And if there was some sort of security flaw, the last thing they would do is admit it to customer...
I also only use this computer to access my email, facebook, this forum and this game.
I don't have anyone in my news feed but actual friends and don't like pages or visit pages or links on facebook, it is basically just to share info with friends and family.
I've done full system scans, scanned all files, done a full boot scan, and checked all my processes and browser plug ins and found no security faults on my end since the account got hacked or before.
If after doing all that i am still not safe, then what the hell can I do? Do I need some DOD type security for my system to be able to play the game safely?
One other thing, PHP based forum software (like this) is vulnerable to SQL injection type attacks but it's not possible to get away with unencrypted data.
I disagree. I was also hacked once. I have excellent PC/firewall security. I am 90% sure it was some sort of in-game issue because of the circumstances around the hack timing - occurred within a week of an in-game trade with another player (stranger). What was interesting about the trade was that it took the seller about 2 minutes to finally allow the trade, after several messages from me! I am thinking there might be some sort of glitch or third-party software that works within the game.
After this incident, I refused to participate in any in-game trading with people I don't know. This occurred back in Feb 2014 - have never been hacked again across all of my accounts (I have a few) since then.
myles08807 said, "Back in my day, we didn't have any of this fancy Mulhorand gear while we were leveling . . . we walked uphill both ways while dying once every five seconds while leveling, and we liked it fine!" . . . Now, get off my lawn, you kids!"
pointsman said, "I don't rue the game. In fact I don't feel any regret for the game at all."
looomis said, "I don't like people changing to alts and then bragging about their mains like schizophrenic role players."
I can guarantee you that none of this applied to my situation as I am familiar with the tactics you described.
I don't want to trade again with another stranger just to prove my point . . .
myles08807 said, "Back in my day, we didn't have any of this fancy Mulhorand gear while we were leveling . . . we walked uphill both ways while dying once every five seconds while leveling, and we liked it fine!" . . . Now, get off my lawn, you kids!"
pointsman said, "I don't rue the game. In fact I don't feel any regret for the game at all."
looomis said, "I don't like people changing to alts and then bragging about their mains like schizophrenic role players."
The game client simply doesn't work the way you described, I did state, however, that it IS possible to gain people's passwords from the forums (which you spend a lot of time on). This is only for very VERY patient people as data stolen from the forums has to be painstakingly unencrypted (which might also explain why only one or two passwords get found/stolen at a time).
I took every precaution, that is why this is so scary to me.
I looked in lower depths and see two posts in the last couple months about people getting hacked with no e-mail notification...
and for every person that posts in forums there are probably ten that don't. So it is happening to other people, not just me.
I hope they resolve this before mod5, I would like to be grinding AD to buy some RP before the change.
Keep in mind that it is easy for other people to SEE what you have on your account, with that information (targets) their job becomes a bit easier, especially if they know which account names to look for in the database... Sure, the work ain't quick and easy, but it works...
My passwords are different. Also, my hacked account's characters at that time had no notoriety of any type - they were "newer" level 60s with mostly blue gear, no YouTube videos, etc.
myles08807 said, "Back in my day, we didn't have any of this fancy Mulhorand gear while we were leveling . . . we walked uphill both ways while dying once every five seconds while leveling, and we liked it fine!" . . . Now, get off my lawn, you kids!"
pointsman said, "I don't rue the game. In fact I don't feel any regret for the game at all."
looomis said, "I don't like people changing to alts and then bragging about their mains like schizophrenic role players."
I did p*ss off a guy in forums right before it happened.
You're saying you had an account stolen that had nothing valuable on it? please confirm
Well, I did have gold and AD, which is what was stolen. Prior to the hack, I had just shy of 1 million AD and about 450 gold.
And all toons on this account were standing at the mail courier in PE when I logged on.
myles08807 said, "Back in my day, we didn't have any of this fancy Mulhorand gear while we were leveling . . . we walked uphill both ways while dying once every five seconds while leveling, and we liked it fine!" . . . Now, get off my lawn, you kids!"
pointsman said, "I don't rue the game. In fact I don't feel any regret for the game at all."
looomis said, "I don't like people changing to alts and then bragging about their mains like schizophrenic role players."
They went character to character unslotting weapon, armor, and any other enchants that were 7 or above. Then went back and started selling off inventory one char at a time, I logged when he had just started the second guy so only one got cleaned completely out.
I'm picturing like a Tom Cruise like Mission Impossible type highly choregraphed and extremely well executed plan to take out the Gerbil.
The worst part is that if I don't get rolled back soon I won't be able to do Respen's.....thanks Tom Cruise.
Uh, yeah... I wouldn't bother to much about that. I tend to make people mad a lot. Its rare to upset someone that has the ability to do anything about it. And even then you have to give them an opening.
I will admit to being "hacked" once a long time ago. That 1 time was a total loss. But it was also totally my fault. I had used a crappy password on my email. Once they got into that they used it to reset the passwords on a half dozen different games.
From my own personal experience its devastating, and I feel for anyone going through it. But most likely you have an opening somewhere that needs to be fixed. Either on the computer or not (I know several that lost all to their ex-significant other). Blaming the game for it would only be wasting time you could use to find it.
This is essentially a known issue. It was also the reason they made keys BoA. There is some way when doing a trade that the thief gains access to your account data and can spoof being you (down to the pc level). This is why there is no activation of account guard.
PMed Lew with my concerns.
Fox Stevenson - Sandblast
Oh Wonder - Without You
Do not go gentle into that good night.
Rage, rage against the dying of the light.
- Dylan Thomas
I had a guy at mid 30s level keep trying to trade me in PE a couple weeks ago.
After the 3rd or 4th time the trade window popped i accepted but he never offered anything, after a minute he offered a green sword so I just left PE.
I hope that isn't what happened or I will never trade in game again.
Anyways, fingers crossed that they will get me back up and running before Respen's.
I have faith in you guys!
He has changed his password, but like people are saying here, there was no notification of his account being logged in from somewhere else. He has no notoriety in the game and doesn't even come onto the forums so the only thing we can think is that it was just random bad luck that somebody hacked him.
Sorry to hear about your bad luck.
They are rolling out the new ARc Defender security measures any time now so hopefully this is a thing of the past.
Is this true? O_o can someone from the moderation team ask one of the community team to confirm or deny this please lol if it is true then I find it odd that they wouldn't just turn the ability to trade off until it was fixed.
No, there has been no word that there is any weight to such a wild assumption. If one thinks it is true however, contact Support. As for keys becoming BoA: Keys were, in fact, made BoA to stop third-party sites from controlling the market on locked box contents.
Safe travels,
Archmage Zebular of Mystryl
PWE Community Moderator
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