HACKED!

I heard about gil spammers being regular people that got hacked, and I assumed those were people that gave all their info to said sellers so their account got breached. However, me and my GF both play this game the slow way and have no need for this so called service.
This morning however, she couldn't log, and I saw her being online in north shroud. First I thought it was a bug regarding the 3201 error. After coming back though, she was a lvl 26 botanist, instead of a 25. Taking a look I found her teleporting the place T_T.
She has been broken by this, since due to her handicap playing is hard and it took a long time to amass everything. She is afraid to lose it all by a stupid arrogant prick that somehow got into her account. Technical support doesn't give a damn, and after a couple of hours and tickets ingame, no reply. Support on the website is not available on sunday it seems.
We changed her password. But tbh we don't know why we should even do that since she gave no one her password ( not even I know it). What can we do? And please tell me she doesn't lose her char/equips :(
Lenalee, partner of Sienna Sapphire

it is the weekend so support may not be there
and even then
it can take weeks to get a answerer sometimes
SE might roll the Char back at some point if you can connect support
the char might get banned for a a little as well

look
Error 3102 FAQ

the one thing EVERYONE NEED TO DO IS
get a security token if you do not have one
a free one for smart phones (iOS/Android ) or buy a key chain one
if will make the account alot safer

she maybe using same name as login and very simple password...

Sorry to hear about your GF's account got compromised. Every time I checkout this forum section I see more people posted about there accounts got compromised. After reading the OP post sounds like they are running without the authenticator on the accounts.

Do your self and the GF a favor and buy the authenticator key fob for both accounts. By spending just a little bit of extra money for them can save you a lot of headache later. Course if you buy the authenticator key fob they will have to mail them out to you. But if you happen to own a smart phone (iOS/Android) you can get the authenticator app for free of course.


I'm not 100% sure but I don't think changing passwords will kick a char/player if they are all ready logged in the game. I don't know if she is on her free 30 days that came with the game OR she payed for her monthly sub yet.

If she all ready payed the monthly sub for the game this next option would a little extreme way of dealing with the problem. If she is able to log-in to the SE account management page she could temporary cancel service for FF14. I remember back in my FFXI days it gave you two options for cancel service "You can keep playing till current subscription time runs out" OR "Forfeit all remaining time and it end it now".

Course if you choose the 2nd option you won't get a refund on any of the subscription fee. But it would end up kicking any chars that are currently logged in the game. Just make sure to wait like 1-2 hour be for you start the FF14 service backup. Just to make sure no char's are currently logged in when you setup service backup.

I'm not sure this option will work if you are on the FREE 30 days.

Did she have the OTP app/hardware?

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Originally Posted by KingXRay

she maybe using same name as login and very simple password...

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Her Nickname, perhaps, but her password has Multiple case sentivie letters and numbers, and no it ain't her birthdate or anything, but a very specific code.

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Originally Posted by Will01

Did she have the OTP app/hardware?

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Nope, she doesn't. It is of course an option but I am not happy with the fact that it is needed persé because some ass decides to compromise her account, regardless of password

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Originally Posted by Haystack

Sorry to hear about your GF's account got compromised. Every time I checkout this forum section I see more people posted about there accounts got compromised. After reading the OP post sounds like they are running without the authenticator on the accounts.

Do your self and the GF a favor and buy the authenticator key fob for both accounts. By spending just a little bit of extra money for them can save you a lot of headache later. Course if you buy the authenticator key fob they will have to mail them out to you. But if you happen to own a smart phone (iOS/Android) you can get the authenticator app for free of course.


I'm not 100% sure but I don't think changing passwords will kick a char/player if they are all ready logged in the game. I don't know if she is on her free 30 days that came with the game OR she payed for her monthly sub yet.

If she all ready payed the monthly sub for the game this next option would a little extreme way of dealing with the problem. If she is able to log-in to the SE account management page she could temporary cancel service for FF14. I remember back in my FFXI days it gave you two options for cancel service "You can keep playing till current subscription time runs out" OR "Forfeit all remaining time and it end it now".

Course if you choose the 2nd option you won't get a refund on any of the subscription fee. But it would end up kicking any chars that are currently logged in the game. Just make sure to wait like 1-2 hour be for you start the FF14 service backup. Just to make sure no char's are currently logged in when you setup service backup.

I'm not sure this option will work if you are on the FREE 30 days.

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We already changed passwords, but the hacker is still active. She already payed, and we contacted the support immidiatly. We can also login to mogstation or lodestone, but so far, nothing.
I guess the app is the only option for now, but I hope this gets resolved asap. (The subscription cancel sounds okish, but we refuse to pay just after we paid for a month)!

We truelly love this game. And we know square is fixing such as lag, and goldspammers and yeah it sucks, but it cannot be helped and we cannot expect square to snap their fingers to fix those issues. But this is an issue that needs to be resolved asap since it revolves around people account and information.

Welcome to the same problem thousands of people have, there is nothing you can do but contact customer service on Monday and then wait a couple weeks to get your account back. As far as hoping it gets resolved ASAP, I hope by ASAP you mean less than a month because there are people like myself who haven't been able to play since the beginning of September for the same problem you have.

I've been waiting for over two weeks.

I can only hope they get more people in on this to clear up these hacked accounts faster.

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Originally Posted by Spoolx

Welcome to the same problem thousands of people have, there is nothing you can do but contact customer service on Monday and then wait a couple weeks to get your account back. As far as hoping it gets resolved ASAP, I hope by ASAP you mean less than a month because there are people like myself who haven't been able to play since the beginning of September for the same problem you have.

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'

I am literally in the same boat as you. My GF also plays and her account was the one that was hacked on Saturday the 21st and called support Monday the 23rd, same scenario. Despite the changing of the passwords Square will suspend the account and best you can do is call tomorrow when they open and wait in a phone que line for hours to get through to an agent who at best will put it in for investigation. It sucks but there isn't anything more we can do beyond this.

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Originally Posted by Lethallin

I've been waiting for over two weeks.

I can only hope they get more people in on this to clear up these hacked accounts faster.

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While it would be nice if they did that to speed up this process, this has been an issue nearly since the game launched, if they were concerned about this they would have addressed it more than just giving us the Security/Protecting your account FAQ they did and would have gotten more people in on it already. In the end, Square's terrible customer support in extreme situations like this is down right loathsome and they don't even seem to care that it is, and that's going to reflect badly on them and the game no matter how good the game itself is.

As far as I know, cancelling then reinstating the account is the only way you're going to get the character logged out (hopefully before it gets nailed for botting) Even though this is extreme and may cost a bit, it will save a ton of time and effort trying to get a rollback, or dealing with a permaban.

Once you have control of the account, please realize that even though it's crappy and unfair, there are steps you have to take these days to protect yourself. Make an email and password that you only ever use for FF14, and never at another websight, and at the very least use the smart phone app, if not the security key. I've been hacked myself in ffxi ( I am also disabled and understand how much of a blow losing an account can be for us) so I feel bad for your GF. But if after getting hacked you don't take the steps to secure yourself, you have nobody to blame but yourself when it happens again.

Just before ffxiv released another gaming site was hacked. In reading other forums it looks like a lot of people share account names and passwords between the two. People with stored credit card information have also had their money stolen. Has she played other mmos?

She has, Ultima online. We heard something about LoL being connected to this but she hasn't played that. Besides, on Ultima she had a completely different name.
All the news I hear makes me wanna cry. We are paying costumers. We bought the game. Fix resolving issues before creating new stuff (aka new problems). Certainly when it comes to account related information or logging.
But, tbh, the blame should be on those hackers. To get their filthy hands on my girls account.

as some say, get the autentication key, after 10 minutes, the hacker will be kicked, and cannot log back in without the key.

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Originally Posted by Zeronic

I heard about gil spammers being regular people that got hacked, and I assumed those were people that gave all their info to said sellers so their account got breached. However, me and my GF both play this game the slow way and have no need for this so called service.
This morning however, she couldn't log, and I saw her being online in north shroud. First I thought it was a bug regarding the 3201 error. After coming back though, she was a lvl 26 botanist, instead of a 25. Taking a look I found her teleporting the place T_T.
She has been broken by this, since due to her handicap playing is hard and it took a long time to amass everything. She is afraid to lose it all by a stupid arrogant prick that somehow got into her account. Technical support doesn't give a damn, and after a couple of hours and tickets ingame, no reply. Support on the website is not available on sunday it seems.
We changed her password. But tbh we don't know why we should even do that since she gave no one her password ( not even I know it). What can we do? And please tell me she doesn't lose her char/equips :(
Lenalee, partner of Sienna Sapphire

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sorry to hear that, sadly everyone can get hacked no matter the security. thats just the way hacking works, of course you can make it harder for the hacker. Its possible that your GF used the password and username somewhere else and that place got hacked and had the data leaked. But even if thats not the case, hackers got their methods. you just got unlucky.

The "token is safer" myth is just that. A myth. You will get hacked with and without it. As my account has.

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Originally Posted by ShannaraAK

The "token is safer" myth is just that. A myth. You will get hacked with and without it. As my account has.

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If you really feel like getting a token and the other things that have been suggested aren't going to keep you from getting hacked, why would you have any interest in this game at all? A game where you're going to lose all your progress at any time and there's nothing you can do about it isn't worth playing.

I'm of the opinion that with the right steps you can take responsibility and control of your own account security. Get a security token Make a good password and don't use it anywhere else. Make an email account that doesn't use your character name and that you give out to nobody but SE. Don't buy gil. Don't visit RMT websights or open phishing emails. Get a good antivirus and keep it updated.

It's true that even with all of this, a talented hacker could still get into your account. But if you think someone is going to go through the time, effort, and expense to crack SEs security and totally overrun their systems, or circumvent all antiviruses and take control of your PC, rather than grabbing the literally THOUSANDS of accounts that could care less about security, and do none of the things I mentioned, you're out of your mind. They're running a business and the best business decision is to pick the low hanging fruit. Unfortunately there's a lot of it hanging low.

If you have really used a token and done all of the things I mentioned and still got hacked, I'm truly sorry and I suggest you do what I'll do if I ever get hacked. Run like hell, because if there's no way to keep your progress in a game there's no sense playing it.

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Originally Posted by ShannaraAK

The "token is safer" myth is just that. A myth. You will get hacked with and without it. As my account has.

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You aren't getting hacked without doing something wrong.

If you don't have a token and you get hacked - without having a virus, keylogger, or other malware on your computer, it was because you used the same username and password on your SE account as you did on another account/forum/etc and THAT was compromised, therefor your SE account got compromised. In this situation, you were hacked because you used poor judgement and used the same password on multiple sites (or alternatively used a incredibly simple password that was easily cracked). In this situation, it was your fault for using duplicate information.

In the case that you got hacked using a token, you had a piece of malware on your computer that interrupted your session, stole the one-time password, and then the hacker used it to log in and strip your account/use it to RMT/change your password/etc. In this situation it was your fault for having malware on your computer.

Both situations are the fault of the user.

Unless, of course, you would like to propose that someone stole the kernel to all the Digipass one-time passwords (like happened to RSA when China broke into Lockheed-Martin last year) and as a result have the ability to replicate your one-time password.

Of course, they would still have to know which of the (hundreds of thousands? millions?) of one-time password kernels are yours.

No, she did not use a token, since we didn't knew that there was one for Iphone/android.
However, her accountname was picked for this game, and she doesn't have a small or easy password. She didn't have 1 specific mailaccount for a game but she does have 1 mailadres for games, thus only used before by ultima. She didn't buy anything from goldsellers (why would someone even do that?) And the only mail she got from square was one that said that she just payed for 1 month. No link in there, and she didn't click on any other kind of link like that.
Also for the above poster, so does this account to everything? I should assume that if I play sorta safe ( and not totally covered in ANY kind of security) that I can just play normally. If I don't give my information to anyone I should assume that I should not be breached.

I can't speak for LamiaTrucido, but for me I think "it's your fault" is probably not appropriate in this situation. What is appropriate is "it's your responsibility." To answer your question, as I think you're asking it, yes. If you never use the username and password or email for another sight or game, use updated antivirus, never go to shady websights, (or do it on a different PC) and don't open phishy emails, even without a token or token app you should never get hacked. The token is just another layer of protection in case something breaks down along the way.

It's really sad that they don't just implement a "World GM" like other MMOs so that players can report hacked accounts/abuse and get these issues resolved in minutes.

What we're left with is a technical support chat that, at my best guess, 75% of the time cannot help people with their problems as they do not have access to the functions of the game, only the account functions...


It's times like these that I miss the good old GM reporting in FFXI which would send an offending character off to Mordian Goal temporarily with an "active" GM where they could then resolve the offending account or ban it.

A big thank to the Costumer support. I had to wait for 40 minutes but she was able to log in after he intervened. He gave us some tips (like the OTS, and do a thorough scan of her pc (just did, nothing found but still).
Her gear is intact, but she lost some alchemy items and practically all of her gil but some our fc are willing to lend her gill till she reported what she lost.

It's good to hear a positive outcome from the support team for issues liek this.

But seriously in the modern day why are poeple not using the security token/app. If your accounts mean this much to you then surely they're worth protecting with a free 30 second mobile download.

JUST REMEMBER to keep the deactivation key handy!

As soon as I started seeing hacked accounts in this game I downloaded the Token app for the iphone. I have never been hacked in any game (knocks on wood) and don't plan to start anytime soon.

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Originally Posted by Terabyt3

It's good to hear a positive outcome from the support team for issues liek this.

But seriously in the modern day why are poeple not using the security token/app. If your accounts mean this much to you then surely they're worth protecting with a free 30 second mobile download.

JUST REMEMBER to keep the deactivation key handy!

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Got it saved. Too bad I cannot register one since my phone is too old. But will download once I get a new phone ( somewhere in the next coming months :)

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Originally Posted by Zeronic

Got it saved. Too bad I cannot register one since my phone is too old. But will download once I get a new phone ( somewhere in the next coming months :)

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There is a key chain version of the security token in addition to the iphone version. I've had the security token myself for years for FFXI and now I use it for FF14. It's fairly inexpensive if I remember correctly, maybe around $5, and worth the hassle hacking might cause you later. Here's a link for you to the keychain security token: http://account.square-enix.com/manual/en/about.html

I'm one of those who has never been hacked in my mmos over the years because I not only use the security tokens for my mmos, but I also recommend you use an ad blocker on your web browser and learn how to use a script protection add on. I use ScriptSafe on my Google Chrome and when I was using Firefox I used NoScript. It can help a lot with avoiding cookies that might be dangerous and get you hacked. As for checking your computer for viruses, it's sad fact that viruses can hide from a virus checker at times, or outright disable your antivirus program. The only sure way to know that your pc is clean is to wipe your hard drive and do a clean install of Windows, I'm afraid. I learned this the hard way before I started online gaming.

Also, I recommend setting your browser under Internet Properties>>Security Settings to prompt you to approve, at the least, 3rd party cookies. (Warning: you may want to switch to something other than IE if you do this, since IE will bombard you with "Do you want to accept this cookie from this site..." and the others filter out the cookies pop ups better when you select this option.) Also I recommend under Internet Settings that you select the Prompt option under the ActiveX and Plugin selections and disable the option to allow scripts marked as unsafe. Also make sure that you have your browser set up so that no files can download without your permission.

And of course, be extremely careful about what websites you visit, I recommend you install from one of those safe browsing add ons to your browser, that keep ratings of websitse and won't let you visit a dangerous site. It will block the website and warn you the site is dangerous. I know McAfee has a free add on that does this, and I believe Google does it on their own. And remember, it pays to learn how internet security, cookies and ActiveX works, if you want to avoid being hacked. And be sure your browser is checked to clear the browser cache when closing as well.

And always, always, virus scan new files BEFORE opening, accessing them or installing them onto your computer.

Hope this all helps some of you. =)

Just been hacked too. To clear inaccurate things I read in this thread :

Changing password, adding token and even account suspension (!) don't log the hacker out of your account.

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Originally Posted by lord_hur

Just been hacked too. To clear inaccurate things I read in this thread :

Changing password, adding token and even account suspension (!) don't log the hacker out of your account.

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Actually 2 out 3 of those things weren't said. It was never stated that changing your password or adding a token will log the person who compromised your account. It WAS stated that these are ways to either prevent access initially or after they do get logged off. Also an OTP is not a guarentee that your account will not be compromised. You still need to maintain proper vigilance when surfing the internet going online. I know there have been several reports of people having their accounts compromised even with having the OTP.

Tokens cost $11.99. I believe they upped the price during XIV's launch, but they do last YEARS as long as you don't treat them like dirt, so in the grand scheme of things it isn't too bad.

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.