Hacked overnight, blizz denies me restoration

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First: Your account wasn't hacked. If you can still log in, it wasn't taken. An account thief will change your password and lock you out.

Second: If they said they couldn't find evidence of compromise, that means the "hacker" in question either lives with you or it didn't happen. The first thing they check is to see if your account as logged into from a different IP address.

As for Blizzard handling the case, they said we'd get an announcement sometime tonight. Cool your jets and let them fix things. It has to be fixed by humans and they need more then a few hours to sort things out.


So you mean to tell me all of the people who were denied their things back because of "insufficient evidence" had random diablo 3 item thieves hiding in their cupboards waiting for them to fall asleep?
Within the span of 7 hours I had all of my gold stripped from my account. After seeing this, I noticed a random lvl 1 on my friends list that was also on my recently played. Since I was SLEEPING the entire time and there was no possibility of having someone else get on my computer and do this to me it was pretty easy for me to assume I was one of the thousands who've been hacked recently.

I sent a ticket earlier this morning saying this:

All of my gold is missing, random low level account was on my friends list when I got on.

Everything was fine about 7 hours ago when I went to sleep, but now all of my gold is completely gone. I instantly removed the assumed hacker off my friends list as soon as I saw. I never joined a public game yet, only games with my friends and I've used the Auction House several times.

I'm unsure if any of my items are missing, but all I really care about is getting my gold back and hopefully not getting rolled back in levels over this

Hours later, I get a reply from Blizzard:

Thank you for contacting Blizzard Entertainment Customer Support.

Battle.net Account: [[removed]]

We have reviewed our logs for the Diablo III account attached to this Battle.net account, and we were unable to verify a compromise took place. As a result, no restoration was performed.

If you were attempting to contact us through the webform for another issue, please use the following:

- If you are not able to access your Battle.net account, use the Login Support menu on the Battle.net Support site: https://us.battle.net/account/support/login-support.html

- If you are experiencing an technical or account issue, see our Support Knowledge Base at http://www.battle.net/support.

- For penalty disputes, see the Account Administration support article: http://us.battle.net/support/en/article/diablo-iii-account-administration

Account security is critically important. To help protect your account, we recommend following the Security Checklist (http://us.battle.net/security/checklist) on our Account Security site: http://us.battle.net/security/.

Thank you again for contacting us. If you have further questions regarding this issue, please reply to this ticket. If you would prefer to speak with a representative directly, our contact information is available here: http://us.battle.net/support/en/article/contact

Regards,

Game Master Ondastra
Blizzard Entertainment
www.blizzard.com/support

I'm not trying to join the I HATE BLIZZ THEY KILLED MY DOG fanclub but this is an absolute joke. Is this a common experience for others who have had this problem?


I had this almost exact same thing happen to me Friday night/Saturday morning with the exact same reply. After pushing the subject I get this reply 4 days later:


Thank you for your patience while we investigated the reported situation. We have concluded our investigation of the account.

Battle.net Account Name:

It appears the security of the Diablo III account attached to this Battle.net account was compromised and the account was accessed by someone not authorized to do so.

During the course of our investigation, we determined that a restoration point -- which would allow us to return your account to a previous state -- does not exist. As a result, the restoration you requested is not possible. We apologize for any inconvenience this may cause.

Account security is critically important. To help protect your account, we recommend following the Security Checklist (http://us.battle.net/security/checklist) on our Account Security site: http://us.battle.net/security/.

If you have further questions regarding this issue, please reply directly to this ticket.

Thank you for contacting us. We hope you continue to enjoy your experience in Diablo III!
I just got this reply from them:

Customer Service Representative

Thank you for taking the time to contact Blizzard Entertainment Customer Support.

Battle.net Account:

We have investigated the recently reported compromise on the above Battle.net account. Per your request, we restored the linked Diablo III account using the best available restoration point. Though restoration points are regularly updated, the best available one may not be completely current when a compromise occurs. Some progress may be permanently lost when an account is reverted to a restoration point. We regret any inconvenience this may cause.

This is your first restoration. Future restorations will be limited. For information on our restoration policy and restoration limits, see our Compromised Diablo III Account support article (http://us.battle.net/support/en/article/compromised-diablo-iii-account).

Note: If your account does not have an authenticator attached, access to the Real Money Auction House is restricted and will not be restored until an authenticator has been added. For information on authenticators, please see our authenticator support article (http://us.battle.net/support/en/article/battle-net-authenticator-faq).

Account security is critically important. To help protect your account, we recommend following the Security Checklist (http://us.battle.net/security/checklist) on our Account Security site (http://us.battle.net/security/).

Thank you again for contacting us. We hope you continue to enjoy your experience in Diablo III!
*{5715-43121}*

I had called and been on hold for 2 hours but the guy was reasonable and said he'd escalate the problem for me. I hate to sound ungrateful, but he rolled me back from 50 to 45 with none of the gear I had lined up from last night. I specifically requested to not be rolled back if it meant compromising my level or items and they did it anyway. I had lost around 150k and I now have 80k, so overall I'm not exactly enthused over this :/
does anyone know if its even possible for them to undo a rollback?
They will not undo a rollback. Its somewhere in their FAQ/Knowledge Base.
Thank you for taking the time to contact Blizzard Entertainment Customer Support.

Battle.net Account: XXXXXXXXXXXXXXXXX


You're aware that you just posted your email address on a public forum, right?


loloops, won't be too much harm done anyway since I use my gmail one for all of my important stuff, thanks for catching it though


loloops, won't be too much harm done anyway since I use my gmail one for all of my important stuff, thanks for catching it though


so now 2 times in this thread alone you've proven that not only is it your responsibility to secure your accts(authenticator), but also how easy it is to slip up.

oops.


I honestly don't see what the huge deal is with just the email. There's threads all over the internet with people posting their email for invites to things etc, if you all really want to sit down and spend your time cracking my password just to stare at the authenticator go ahead. My password for the game login and my actual e-mail account aren't the same


so now 2 times in this thread alone you've proven that not only is it your responsibility to secure your accts(authenticator), but also how easy it is to slip up.

oops.


I honestly don't see what the huge deal is with just the email. There's threads all over the internet with people posting their email for invites to things etc, if you all really want to sit down and spend your time cracking my password just to stare at the authenticator go ahead. My password for the game login and my actual e-mail account aren't the same


Masking an email.

That's why it's stupid to post your email on a forum.
First: Your account wasn't hacked. If you can still log in, it wasn't taken. An account thief will change your password and lock you out.

Second: If they said they couldn't find evidence of compromise, that means the "hacker" in question either lives with you or it didn't happen. The first thing they check is to see if your account as logged into from a different IP address.

As for Blizzard handling the case, they said we'd get an announcement sometime tonight. Cool your jets and let them fix things. It has to be fixed by humans and they need more then a few hours to sort things out.


First: the theives could be smart enough to prevent this but just simply logging the character in taking the loot and leaving a husk.

Second: blizzard told me there was no compromise on my account, yet when I logged in this morning all items were missing, I live with family, i've password locked my computer so they cannot access, and this computer is relatively new, i've also changed my blizzard password twice, and lastly why should we pay an additional 7 bucks on top of a 60$ game without so much as one peep from blizzard about the possibility of this happening and what can be done about it inside the game box.

I'm sorry but theres more going on here, it seems all these major companies are hiding when their networks are compromised, sony did it for two weeks before it was finally outted, microsoft is still denying the FIFA compromise that uses the xbox network to purcahse fifa products using logged in credit cards, or the countless other companies as a late that have been hacked and barely saying a word. Or the major credit card companies, who get servers hacked(visa) and only silently notify the individuals.

Point being that its perfectly reasonable to assume that blizzard is keeping everything under wraps right now due to the outcry from launch, and the overall dissapointment from the game, now add this to the mix and people don't want to play anymore, and then we're told that we need to buy additional security after the fact.......why are the companies I grew up with turning to companies that I never want to deal with again.
05/23/2012 05:01 PMPosted by MuShMaN
Some of our phones don't support the app


Just an FYI, Authenticator's are NOT purely phone apps. You can also get them with a key ring.

Before I chose to have an Authenticator App, I used the KeyRing style. It made finding my keys super easy, because I would never ever let them out of my sight.
Now, sadly, I lose my keys all the time. :(
BUT I DON'T LOSE MY PHONE ANYMORE :)
Same Problem!

How can a level 50+ have 0 gold, 0 equipment, and only 2 Lesser Health Potions in a fully unlocked stash, and NOT be compromised...

What is with the smiley face? Am I being purposely TROLLED by a Blizzard employee!?!?!?!?!!!

Greetings,

Thank you for your time in contacting the Game Master Department today =)

We have reviewed our logs for the Diablo III account attached to this Battle.net account, and we were unable to verify a compromise took place. As a result, no Roll back was performed.

If you were attempting to contact us through the webform for another issue, please use the following:

- If you are not able to access your Battle.net account, use the Login Support menu on the Battle.net Support site: https://us.battle.net/account/support/login-support.html

- If you are experiencing an technical or account issue, see our Support Knowledge Base at http://www.battle.net/support.

- For penalty disputes, see the Account Administration support article: http://us.battle.net/support/en/article/diablo-iii-account-administration

Account security is critically important. To help protect your account, we recommend following the Security Checklist (http://us.battle.net/security/checklist) on our Account Security site: http://us.battle.net/security/.

Thank you again for contacting us. If you have further questions regarding this issue, please reply to this ticket. If you would prefer to speak with a representative directly, our contact information is available here: http://us.battle.net/support/en/article/contact

Thank you for the report. May your journeys across the worlds bring you many riches. Happy Hunting!!

Game Master Daecoiana
Customer Services
Blizzard Entertainment
www.blizzard.com/support
To the OP - I had the exact same thing happen to me a few minutes ago. At 6pm everything was fine. At 9pm when I logged in all my gold was gone and I was in a coop game with xxxxxxxxxxxxxxxxxx. I've never done any multiplayer, private or public. Contacted support, don't have much hope.
what you aren't telling us is the fact that you downloaded some file named diablo2maphack.exe like an idiot and got keylogged..... or your password was 123456... or you gave your login info to a "powerlevling" or "goldselling" website.... or your brother just deleted all of your crap while you were sleeping because you pissed him off.
either way, it's your fault


Oh my...

You shouldn't use the internet, at all.
To people in this thread who have been denied a restore, here is the number you can call to get a refund IF you have the digital copy of the game: 1-800-592-5499
ugh, this is bull!@#$. Anyone got any more tips to deal with these bureaucratic clowns? Going through the same thing here, going around in circles... lost all of the gear on my monk the other night and random stuff in my stash/inventory, nice (almost complete) Blackthorne's set, socketed helms, high-end gems, gold cleaned out ect.

Being treated like I'm some kind of liar, like I'm not in fact missing all my items and gold. Frustrating... :/
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