It seems I've been hacked. What now?

They changed my account's e-mail and I can't log in because I can't reset my password. I've already sent an e-mail to Square Enix's support.

How does Square Enix handles those things, anyone have experience? Will it take too long?

Not personal experience, but happened to an FC mate once. As far as I know, after confirming they got hacked, SE rerolled their account to a prior state. They lost like 3 months worth of game progression, but got their stuff, that was stolen, back mostly (apart from things they got during those 3 months).
Anyway, getting in contact with support asap is definitely the first step of action.

shouldn't have they been locked out when they tried to login from another pc. When I even reset my router it locks account and makes me redo password. Unless they already had your email as well.

I have never experienced this, but I would recommend getting a security token or even the digital one. It's quite handy to avoid things like this in the future.

Hope you do get it sorted out though.

What Esp said!
That security token is pretty great. I think theres also a phone app doing the same thing.

Should contact SE directly through chat or phone for fastest response for something like this. Unfortunately SE is not open on the weekends so you will have to wait until Monday to get a hold of them.

Happened to me once years ago when I started playing WoW and was still fairly new.

Ever since then: Whenever available -> Security Token. Always. Always. Always.

The smartphone version is free of charge and super easy and quick to set up. You also get a security password to remove the token if ever necessary.

Dont think this "wont happen to me anyway". Could happen to anyone.

Just a general piece of advice to anyone not using one.

I'll adhere to what others have said already. Security token, I use it for every game now.

For what it's worth, if they do a roll back hit me up in game and I'll do what I can to help you get back up to speed.

So as someone else said, when you try to log in from another location, it locks the account until you go through the reset password step.

This means they have your email password to, and potentially have access to way more then that. Change all of your passwords, and do it fast. It doesn't take much for something like this to snowball into identity theft.

Start using the software token. Easy to set up on any phone and your accounts are safer. I think SE should promote the use of it more. Most people don't even know about its existence or how it works and why you have to use it.

Quote:

---

Originally Posted by AnaviAnael

For what it's worth, if they do a roll back hit me up in game and I'll do what I can to help you get back up to speed.

---

Here, here, the RWings will help out too if needed.

Do a thorough check on your computer as well for anything running in the background, viruses, rootkits, malware, etc. It may just be a matter of them getting your email account information from a website getting hacked or something, but if not you may want to consider backing up important files and reformatting (extreme nuke option). Also if you use the same passwords for things, stop doing that. :)

Thanks for the answers everyone

Quote:

---

Originally Posted by Lilseph

I'll adhere to what others have said already. Security token, I use it for every game now.

---

I'll start using one too once I get this sorted out, and make sure to not use the same email that I use for other things just to be sure

http://i.imgur.com/E93164V.png

This s huge headache compared to Blizzard's "call and you're done in 15 mnutes"

So I tried to get with another rep. Seems like I'll simply be unable to play anymore.

I was hacked on wow and had to provide all the same things square are asking for to prove identity

Quote:

---

Originally Posted by Kuutamo

I was hacked on wow and had to provide all the same things square are asking for to prove identity

---

I didn't have even login access to WoW and never had to send in a photo. One call it was done.

Trying to get a rep more willing to help but honestly seems like I'm done with FFXIV, I'm stressed enough with IRL.

Quote:

---

Originally Posted by Ririta

http://i.imgur.com/E93164V.png

This s huge headache compared to Blizzard's "call and you're done in 15 mnutes"

---

While I never played WoW i would think the process would take more then 15 minutes if claiming your account was hacked especially if you don't know/have the information needed to prove your identity.

Quote:

---

Originally Posted by Ririta

I didn't have even login access to WoW and never had to send in a photo. One call it was done.

Trying to get a rep more willing to help but honestly seems like I'm done with FFXIV, I'm stressed enough with IRL.

---

Honestly I would say there some lack of security then not more which I not a good thing.

Quote:

---

Originally Posted by Ririta

I didn't have even login access to WoW and never had to send in a photo. One call it was done.

Trying to get a rep more willing to help but honestly seems like I'm done with FFXIV, I'm stressed enough with IRL.

---

It looks like there's some confusion as to the email address, the rep never said it has to be from the address used. You just need to email CS at the email address they gave you with a scan of a valid ID that matches the account information as well as the ticket number for reference.

oh that sux , hope u can get it fixed , also always use different passwords for your accounts and emails

make sure to change the password on your e-mail address as well.

There is a strong possibility that your e-mail was hacked along with it as SE sends e-mails when you try to log in from an unusual location, not allowing you to proceed until you verify that it is indeed you. I would recommend running a scan too to make sure that you don't have any malware that might be stealing your info (though it's also possible that your password was stolen some other way) This is very important, if someone has access to your FFXIV account they might have gained access to other accounts as well and could potentially use this information to steal money from you.

During Lich King WoW used to require all the stuff that SE required. But somewhere between Lich and Warlords they changed policies. Friend had an iphone with authentication app. Phone died and apple store kept it for recycling. So he couldn't access his account, so he quit. But when he decided to try to come back all they wanted was credit card number billing address and email. Amusingly that is all you needed for 11 as well.

Don't use the same password/login on every website. You might of joined a recent website and used that info...so if you did, better change everything..

Well, sent my ID to them by email, but then two days I'll have to call them by phone which I have o idea to do since I don't kow how to speak enliglish, nor I've never made an international call.


I could grind again on this account, but it's just not worth it. All they had to do was to change my e-mail back to my original one which they certainly have records of, but I guess even that's too much. Guess this is my goodbie to 4 years of Eorzea. It was fun. Except for the fact of paying 2 months and not being able to use them. That wasn't fun.

Quote:

---

Originally Posted by Ririta

Well, sent my ID to them by email, but then two days I'll have to call them by phone which I have o idea to do since I don't kow how to speak enliglish, nor I've never made an international call.


I could grind again on this account, but it's just not worth it. All they had to do was to change my e-mail back to my original one which they certainly have records of, but I guess even that's too much. Guess this is my goodbie to 4 years of Eorzea. It was fun. Except for the fact of paying 2 months and not being able to use them. That wasn't fun.

---

Have you let them know that you don't speak English? They might have support in other languages. Or maybe they'll make an exception and let you do it all online (they might do this sort of thing for non-english speakers or deaf players)

Quote:

---

Originally Posted by Moonlite

During Lich King WoW used to require all the stuff that SE required. But somewhere between Lich and Warlords they changed policies. Friend had an iphone with authentication app. Phone died and apple store kept it for recycling. So he couldn't access his account, so he quit. But when he decided to try to come back all they wanted was credit card number billing address and email. Amusingly that is all you needed for 11 as well.

---

In WoD when I lost access to the authenticator I was asked for a photo of my ID, so I guess it depends on the support.

If the case was that someone had hacked your email, you knew of this so you changed your email in the SE account. Would you want the hackers be able to change it back just by the information they obtained from that email account? The reason they need physical proof is that the claims can go both ways and they need some ways to know which side is right.

When I was hacked in WoW, I also had to send them a copy of my ID.

It's common practise for many companies to do that if youre missing vital information to otherwise prove your identity.
I have worked for companies myself where this was a necessary procedure sometimes.
I also dont see where they said you had to CALL them. All that chatlog you posted said is to "contact them back" after 48 hours?

Just do that, send another email or contact the chat support again after the 48 hours are up,give them the ticket number you received so they can review the case. I'm sure its gonna be fine.

My original account was hacked on April till today nothing of get her back :P

You mean the process for getting your account back?

It's better to call them than email them. They're going to email you a form, you have to fill it out by hand (meaning print it out) you then have to take it to get notarized and mail it back to them. They'll review it and prior to this they let you know there's a chance that they still may reject your form and keep the account locked.

It's nothing modern like with other companies where you email an ID, a receipt, and or anything else even remotely convenient.

Quote:

---

Originally Posted by Faliandra

Happened to me once years ago when I started playing WoW and was still fairly new.
Ever since then: Whenever available -> Security Token. Always. Always. Always.

---

Usually I just listen to advice from other Lalafell (or maybe male Mi'Cats), but bunnies count, too. I just created my token because of this very persuasive post of yours. Since I just have a landline I am lucky I own an iPod touch though.