It seems I've been hacked. What now?

[hiedra]

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.

[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.

[RubenSnizzle]

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..

[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.

[hiedra]

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)

[Byolith]

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.

[Sida]

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.

[Faliandra]

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.

[LannaPrincess]

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

[Nims]

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.