My ticket about my compromised account to PWE is now about a week old and I haven't heard anything about it yet. Can anyone tell me if that is the normal time it takes? I am a bit afraid that my ticket has gone into the great void.
Especially because every time after I submit one, the ticket category gets changed from "Customer Support, Compromised account" (or the like) to "Billing Support, ZEN Transfer". Which doesn't give me much confidence in how or if my ticket is going to be processed. The first time I created my ticket it even changed the product to "Neverwinter", and I'm the kind of guy who proof reads such forms before pressing the send button. Did anyone else have this problem? I'm currently using Chrome as a browser, if that might be a reason.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
Was the first thing I did. I'm just still hoping to get a character rollback to before some of them were completely plundered. I surely would not grind all that stuff again.
Was the first thing I did. I'm just still hoping to get a character rollback to before some of them were completely plundered. I surely would not grind all that stuff again.
If you followed Brandon's instructions - which he posted 2 or 3 times in this thread - and Cryptic can see that it's an actual hack then you'll get most of your stuff restored.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
If you followed Brandon's instructions - which he posted 2 or 3 times in this thread - and Cryptic can see that it's an actual hack then you'll get most of your stuff restored.
I stand corrected. In between the standard security advices I didn't notice the hint to write to a support email instead of using the ticket system (as advised in other posts). I have done so now.
Thanks for pointing me towards the right direction
I've had the selected product changed after submitting as well; though in my case both games are affected anyway so it doesn't matter much.
I'm starting to get irked at still not having received a reply, however. I mean, my characters in STO were deleted, nut just plundered. I literally can't really play that anymore until it's resolved.
I've had the selected product changed after submitting as well; though in my case both games are affected anyway so it doesn't matter much.
I'm starting to get irked at still not having received a reply, however. I mean, my characters in STO were deleted, nut just plundered. I literally can't really play that anymore until it's resolved.
Ouch, sorry to hear that your chars even got deleted. I hope you'll get back everything. Right now I don't think I should play until the issue is resolved, too. Though my chars are still there I expect some kind of rollback to an older state. By the way, the confirmation mail for the ticket I sent via email got the catagories "Billing Support, ZEN transfer", too. Either the support is using the same malfunctioning webform or all requests about compromised accounts get automatically transfered to this categories on purpose although there is an explicit option for compromised accounts.
Actually, my tickets did not get recategorized to ZEN & such - only the game changed. I'm using Firefox; and the entire webform was behaving oddly. No idea why they aren't using normal form classes.
my guess is they fired the Cryptic support staff and they have a total of 10 people responding to emails for over a quarter of a million players.
Support is handled by PWE, not Cryptic - and the Support staff covers all 14 of PWE's games. Beyond that, if you're TRIBBLE you're not supposed to send in a standard Ticket. Brandon has posted a couple of different times how you're supposed to do it above. Also, Support doesn't work on weekends,so when someone's talking about sending in a ticket 5 days ago, that's only 3 work day and the end-of-day today.
STO is about my Liberated Borg Federation Captain with his Breen 1st Officer, Jem'Hadar Tactical Officer, Liberated Borg Engineering Officer, Android Ops Officer, Photonic Science Officer, Gorn Science Officer, and Reman Medical Officer jumping into their Jem'Hadar Carrier and flying off to do missions for the new Romulan Empire. But for some players allowing a T5 Connie to be used breaks the canon in the game.
They better do. They lost my money, they damn well pay it back. They'd be less forced to restore characters than currencies with a monetary equivalent. It'd be like a bank refusing to pay you out after a robbery since you could have staged the robbery yourself.
They better do. They lost my money, they damn well pay it back. They'd be less forced to restore characters than currencies with a monetary equivalent. It'd be like a bank refusing to pay you out after a robbery since you could have staged the robbery yourself.
Just a word of warning, dont try to do any charge backs to get your money back you will be automatically banned
Comments
*facepalms*
Especially because every time after I submit one, the ticket category gets changed from "Customer Support, Compromised account" (or the like) to "Billing Support, ZEN Transfer". Which doesn't give me much confidence in how or if my ticket is going to be processed. The first time I created my ticket it even changed the product to "Neverwinter", and I'm the kind of guy who proof reads such forms before pressing the send button. Did anyone else have this problem? I'm currently using Chrome as a browser, if that might be a reason.
easy fix
Legendary Starfleet Captain
STO Forum Member since December 2010
Was the first thing I did. I'm just still hoping to get a character rollback to before some of them were completely plundered. I surely would not grind all that stuff again.
I stand corrected. In between the standard security advices I didn't notice the hint to write to a support email instead of using the ticket system (as advised in other posts). I have done so now.
Thanks for pointing me towards the right direction
I'm starting to get irked at still not having received a reply, however. I mean, my characters in STO were deleted, nut just plundered. I literally can't really play that anymore until it's resolved.
Ouch, sorry to hear that your chars even got deleted. I hope you'll get back everything. Right now I don't think I should play until the issue is resolved, too. Though my chars are still there I expect some kind of rollback to an older state. By the way, the confirmation mail for the ticket I sent via email got the catagories "Billing Support, ZEN transfer", too. Either the support is using the same malfunctioning webform or all requests about compromised accounts get automatically transfered to this categories on purpose although there is an explicit option for compromised accounts.
Actually, my tickets did not get recategorized to ZEN & such - only the game changed. I'm using Firefox; and the entire webform was behaving oddly. No idea why they aren't using normal form classes.
PWE/Cryptic needs to improve account security immediately.
BUT.
I'm still missing all energy credits, all dillithium, all astral diamonds on NW, and all of my ZEN points.
*sigh*
Reopened the ticket. I'm getting more and more disappointed in Cryptic support.
Still nothing here, too. I guess the whole support staff is moved to Neverwinter to fix the tragedy that is happening there.
my guess is they fired the Cryptic support staff and they have a total of 10 people responding to emails for over a quarter of a million players.
Still, they failed to restore everything. Half-arsed job, after 5 days of waiting.
At least I can make a romulan now, though I'm wary to touch my to-be-fully-restored characters. Hrrrrn.
*sigh*
Anyone gotten a _full_ restore yet?
What are you waiting for? I thought you said you got your characters back?
They wont refund any currency as you could have faked the hack yourself.
(Not saying you did, but thats the policy I believe.)
Just a word of warning, dont try to do any charge backs to get your money back you will be automatically banned