My Account Was Stolen!

My company mates say I logged in last night, promoted an officer to company master, and then left the company myself. I wasn't even logged in last night. I've since changed my password, but my account is suspended. I've sent them a ticket but no response so far. I've been reading the threads about account termination and whatnot, and am terrified that I'll lose my legacy account and everything!

Any advice? :(

Welcome to the club

My only advice is to have patience because you are going no where fast.

Reading the forums and sites like Reddit it's apparent this is a huge, huge issue. And it's super frustrating.

... Neither one of us can find this vaunted support web chat, either -- where is it?

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Originally Posted by squidbunny

This exact thing happened to my sister and she's super frustrated. Neither one of us can find this vaunted support web chat, either -- where is it?

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How can you not find it? It has been linked in almost every single thread about people getting banned.

So link it and vs. being a smarty-smart if it's so easy to find?

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Originally Posted by Covertghost

Where is the web chat?

I've looked for ages, and all I can find web chat for is final fantasy 11 support.

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Originally Posted by squidbunny

So link it and vs. being a smarty-smart if it's so easy to find?

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I am not here to babysit you, go look for it.

You must work for SE tech support with that general level of helpfulness.

Please refer to the following link for options to directly contact us:
https://support.eu.square-enix.com/c...hp?id=455&la=2

Once on the page Contact Category & Detail, please select:
Contact category: Account/Billing
Contact sub-category: ID / Password Recovery


try those link guys. i just got their attention for chat support. however it's an EU one. Good luck. their only comment is that they will further investigate our account and will let us know again via email. with indefinite timeline.

Thanks, mate. Pretty sure OP went through that ticketing system; think she's trying the useless phone support presently.

I need a PlayOnline ID to use their chat, which I don't have...

if you have SE ID that would be sufficient. no need playonline. playonline is for XI i believe.

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Originally Posted by Spoolx

I am not here to babysit you, go look for it.

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Why be here at all if you don't plan to help? They don't have the Live-chat shit on the Contact so it's
a damn treasure hunt.

People seriously need to get an authenticator.

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Originally Posted by Orophin

People seriously need to get an authenticator.

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{True Strike}, but if they can't resolve issues like this satisfactorily I think I'm done with the game after my current 30 days.

The OTP was not deemed so serious by many players. Unfortunately SE's security measures were not enuff to prevent account hackers.

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Originally Posted by squidbunny

{True Strike}, but if they can't resolve issues like this satisfactorily I think I'm done with the game after my current 30 days.

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At this point you either need to get a Key or get hacked.
Or be a PS3 player and be safe...still have not seen a single PS3 player hacked.

So I called tech support and the gentleman who helped me says it will take up to two weeks for an investigation to be done on my account and I may get it back! Two weeks, really? I'm going to admit I have had my Warcraft account stolen before, as well. It took them like an hour to restore everything that was in my inventory, and even sent me an in game mail with all the ore and gems that the bot had mined up while I was locked out! I can't stress enough how insane it is that my account is essentially gone for two weeks over this. All I can say is, if they email me and say "Yeah you're perma-banned for RMT!" I will not be a returning customer.

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Originally Posted by Permata

The OTP was not deemed so serious by many players. Unfortunately SE's security measures were not enuff to prevent account hackers.

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It's not SE's fault that third party fansites got their DBs hacked and people used their same login info there as they did for their SE Account.

1. Don't buy gil
2. Don't visit untrusted websites for FFXIV guides
3. Don't even attempt to visit the gil-seller's website

Only you can prevent yourself from beinghacked.

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Originally Posted by Vave

So I called tech support and the gentleman who helped me says it will take up to two weeks for an investigation to be done on my account and I may get it back! Two weeks, really? I'm going to admit I have had my Warcraft account stolen before, as well. It took them like an hour to restore everything that was in my inventory, and even sent me an in game mail with all the ore and gems that the bot had mined up while I was locked out! I can't stress enough how insane it is that my account is essentially gone for two weeks over this. All I can say is, if they email me and say "Yeah you're perma-banned for RMT!" I will not be a returning customer.

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BTW, you WILL get an email now that says your account is banned, its happened to my girlfriend and a few others i have talked to over forums and they all say the same thing, ignore this first one as its just a blanket email sent when they start the investigation process and to wait for the one after that with the details of the investigation etc.

source: http://www.reddit.com/r/ffxiv/comments/1n0ejb/this_is_the_extent_of_square_enix_customer/

Just received a phishing email this morning. A survey about my "recent" contact with SE. I've had no contact with support. Knew it was fake. I don't log in to anything ffxiv related except the loadstone/forums.
If you get hacked (ie phished) that is not SE's fault mmkay?
My account is safe- you know why? I do NOT log into anything ffxiv related other than official ffxiv things, I have my SE id the same as my in game name and my password is random.
Account stolen? Get this-not SE's fault. Don't be upset because it takes TIME to fix YOUR mistake.
Ty for incoming rage.

Edit: do not have it the same as my in game id lol.

That's interesting because I've also received this email after contacting Square Enix, maybe just a coincidence, anyway I haven't done their survey.

Don't. it's a phishing scam. I have not contacted se for any reason and received that email. Better safe than not.

I've never bought gil or visited weird sites or anything like that. I'm quite aware of things like that. I hate RMT and would never fuel it. I also very carefully check any emails that I get from companies (I haven't received or clicked on any, recently). I truly don't know how they got my info.

There's no way to know how it happened other than it has happened. And that it was not SE's fault. If there was a massive SE breach of security we would have had legacy characters targeted as they have the most accumulated gil. I've heard nothing of the sort.

Quote:

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Originally Posted by KujinRen

1. Don't buy gil
2. Don't visit untrusted websites for FFXIV guides
3. Don't even attempt to visit the gil-seller's website

Only you can prevent yourself from beinghacked.

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People doing none of those things are being compromised.

Also: bummer! OP is our FC leader and cleaned out our company chest before leaving. Doubt we'll see that stuff/gil again.

Quote:

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Originally Posted by KujinRen

1. Don't buy gil
2. Don't visit untrusted websites for FFXIV guides
3. Don't even attempt to visit the gil-seller's website

Only you can prevent yourself from beinghacked.

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I love these responses because everyone seems to think that by doing this it's magically going to make the Square Enix customer support faster somehow.

It seems that there have not been any further posts about this concern being an ongoing issue. Because of this, we are considering it to be resolved. If this does continue to be a concern, please create another thread to further discuss resolutions or contact the Support Center at support.na.square-enix.com for assistance.