#0 - Sept. 22, 2006, 8:12 p.m.
This thread is intended as a means for discussing issues pertaining to our procedure for securing and restoring compromised accounts. Please utilize this thread as a discussion over the trials and tribulations of having one's account compromised, and how to go about getting the matter resolved.
Please do not consider this thread as a means for requesting status updates specific to your individual case.
It is our hopes that the below information and corresponding links shall provide insight and direction while your account is undergoing an investigation due to a compromise. Good luck to those of you that have been subjected to such an unfortunate circumstance. We will work to rectify the damage done to your account as quickly as possible and appreciate your patience in the mean time.
If you are concerned about the possibility of your account being stolen, please review the following thread regarding account security:
http://forums.worldofwarcraft.com/thread.html?topicId=27963528&sid=1
Compromised Accounts - Frequently Asked Questions
- Help me! My password seems to have been changed and I can no longer access my account. How do I secure my account?
- To restore access to your account as quickly as possible, please visit our Account Recovery page and be prepared to answer your secret question:
https://www.worldofwarcraft.com/loginsupport/
If you no longer remember the answer to your secret question, please follow the instructions listed on the following Billing & Account Services page:
http://www.blizzard.com/support/wowbilling/?id=abl01998p
- Why did an investigator lock my account?
- In some rare cases when the account is deemed to be at risk, it will be temporarily disabled in order to prevent any further damage from taking place. The rightful owner of the account will then be sent an e-mail detailing our Account Retrieval process. By following the steps outlined in our Account Retrieval process, the rightful owner will be able to resume their adventures in the World of Warcraft. This process is handled by our Account Administration department. Any players inquiring about a locked account should submit their concerns via email to WoWaccountadmin@blizzard.com.
- I have submitted a fax to the Account Administration department and received no word back from them. Why is my account still locked?
- Each day, Account Administration receives many faxes. Due to the limitations of facsimile technology, some of these faxes are so dark, light or completely blank that we are unable to identify the sender and request a refax. These faxes are collectively categorized as illegible. However, even legible faxes take time to process. If, after sending your fax, you do not receive a reply from the Account Administration department within 48 hours, please resend your fax and notify us of the refax at WoWaccountadmin@blizzard.com.
Since the Account Administration department receives faxes digitally, illegible faxes are most likely a result of line noise. You may meet with better results by faxing from another location or switching your fax machine to another phone jack. However, simply re-faxing may also produce an acceptable submission, as line noise issues originating outside of the fax machine's physical location may not be encountered again; a different circuit is used each time you place a call or send a fax.
- I have changed my password and had access restored to my account, but all of my characters are deleted. How can I get them back?
- You will now need to contact our Game Master department via an in-game petition from any character on your account (create a new character, if necessary). You may also submit an e-mail to WoWgm@blizzard.com; however, ALL reports of a compromised account must come from a character on the account, the registered email address of the account, or an account registered to someone with the same last name. Your claim will then be forwarded onto our Account Investigators for further analysis.
- My account is secure again and a Game Master restored my characters; however, I'm still waiting for an update on all of my missing items and someone closed my ticket. Did Blizzard forget about me?
- We have not forgotten about you. The report of your missing items was forwarded internally to our Account Investigators, who will work to determine how the account was compromised, while also verifying the loss of any items as a result of the incident. A petition no longer needs to remain open under such circumstances. Due to the nature of these investigations, as well as the number of such incidents which must be processed, it may take some time for us to contact you with further information. Rest assured, as soon as more information becomes available, you will be contacted via the e-mail address registered to the account. Until that time, your patience is greatly appreciated.
- * NEW * - Will you provide us with regular status updates so we know we are still in queue awaiting assistance?
- While we will be unable to provide specific status updates regarding the progress of your account restoration, we are now sending out estimated time frames via email to all players currently awaiting assistance. Players should expect to receive these "ETA" emails every few days while one is waiting for a response. Please keep in mind that these estimates are not at all guaranteed, and the wait time may increase due to the nature of each individual investigation. Please utilize these time frames as a reference point to ensure we are still working toward resolving your claim.
If you have not received correspondence from us regarding your compromised account in one week's time, feel free to contact Account Administration or the Game Master department. While we will be unable to provide you with a status update, we can verify that the investigation is still pending.
For more information on compromised accounts, please review our Unauthorized Account Access Policy found here: http://www.blizzard.com/support/wowgm/?id=agm01889p- You may also visit our Account Administration page: http://www.blizzard.com/support/wowaa/?id=maa000p