I just received an email from Cryptic's Account Guard saying some unauthorized computer has accessed my game account from an IP I have never seen before. The email advised me to change my password. So that's what I tried to do. Unfortunately, it seems I cannot even login to arcgames.com... I get a wrong password error. I tried logging into STO using my regular password, which I just used 3 hours ago to play STO. The password doesn't work either. What should I do now?
You should call arc/cryptic/pwe service right now and get help from their people.
- you also need to check your credit card if you had one on file with the game.
- you also need to check your PC. Most hacks are done via keyloggers and similar password stealing malware.
You might want to do a force password reset... you simply tell ARC I forgot my password, and new email containing a code will be sent to your email, from there, just use that code to reset your account's password...
Thank you for all the advice, I have gotten my account back. Sadly, now I can only use a 6-14 character password while in the past, I could enter a longer password. So I kinda have to settle for a shorter password than I would have preferred. Isn't that a step backward?
Btw, I did a tracert on the IP address that took over my account. It came from a China Telcom ISP. I don't know how they got my password since I'm pretty neurotic about passwords and have about a dozen passwords, all of them contains numbers AND punctuation characters. And that's just for low priority sites. For important accounts like banks and what not, I use randomly generated passwords and where possible, I always enable two-factor and other advanced authentication methods. So its surprised me that some one could do this to one of my accounts.
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Btw, I did a tracert on the IP address that took over my account. It came from a China Telcom ISP. I don't know how they got my password since I'm pretty neurotic about passwords and have about a dozen passwords, all of them contains numbers AND punctuation characters. And that's just for low priority sites. For important accounts like banks and what not, I use randomly generated passwords and where possible, I always enable two-factor and other advanced authentication methods. So its surprised me that some one could do this to one of my accounts.
The most common source for compromised accounts are by use of malicious trojans, either from Email attachments and site downloads, or in the form of malicious flash banner adds, with keylogger abilities to monitor and report on what is entered in other open web windows...
Comments
You should call arc/cryptic/pwe service right now and get help from their people.
- you also need to check your credit card if you had one on file with the game.
- you also need to check your PC. Most hacks are done via keyloggers and similar password stealing malware.
Actually, you need to send in a support ticket... according to this fact sheet...
https://support.arcgames.com/app/answers/detail/a_id/4251/p/90/c/47
https://www.arcgames.com/en/sign/trouble
I hope this helps you out...
and yes do contact Cryptic for further help...
Btw, I did a tracert on the IP address that took over my account. It came from a China Telcom ISP. I don't know how they got my password since I'm pretty neurotic about passwords and have about a dozen passwords, all of them contains numbers AND punctuation characters. And that's just for low priority sites. For important accounts like banks and what not, I use randomly generated passwords and where possible, I always enable two-factor and other advanced authentication methods. So its surprised me that some one could do this to one of my accounts.
The most common source for compromised accounts are by use of malicious trojans, either from Email attachments and site downloads, or in the form of malicious flash banner adds, with keylogger abilities to monitor and report on what is entered in other open web windows...