Hacked Account Procedures

[GoodCitizen]

I just wanted to take the time to post this because it's a concerning issue to me and future players in general. My account was logged onto and a huge amount of gils was stolen worth up to 2-3 weeks and which the time spent to earn it was vast. The option I had was to hope for a roll back, which would take 2-3 months possibly because of paper work that has to be sent to japan and needed to be filled. The second issue is with the amount of time it takes to roll back, anything earned within those months would be gone. I ended up canceling the rollback, so in the end the person who took my gil would not get punished, and the amount of time I lost is huge. Customer support phone calls can range 20-30+mins or longer and the amount of time it takes to roll back could end up being 2weeks to 3months. The roll back would affect the time you play the game, meaning everything that is done within that 3 months could be for not. It's been 6 years and the process hasn't changed, though it can be if only people would address it. So I'm taking a bit of time to address it.

[DrWho2010]

did you have a one time password?

[GoodCitizen]

I do now have one-time password. Didn't expect keyloggers to be so reliable to hackers. I'm not really talking about prevention, more about the process that is done after the problem happen. The amount of time it takes to resolve to issue is insane. they have to send you paper work for you to fill to send to them. Then they send it back to japan. So even if you get rollback. it'll take 3 months and everything you do would be for nothing. It's basically 3 month subscription and work you play all for naught. It adds up the time and real money.

[GoodCitizen]

I know this might not be relevent to people who haven't been hacked, but for the future quality of gaming and future players. I ended up not doing the rollback because it wasn't worth it. I still with the person who took part in the gil transfer to get punished. but ingame GM can't do much and send you to support page at mog station. the process is long and takes time to find out. I wish GM has a bit mroe power to track down these hackers and people working with them. Imo they need a team set up to specifically target those people and expand upon it. Quality of life drop for everyone when they sell gils and stuff stolen from people. More relevent to the issue is the fact the game is getting attack through DDosing. so If they don't set up a team sooner or later, how much faith do players have feeling safe and having fun? You want to be able to tell your friend, "Hey this is a great game, support is great they fix issues fast, community is good and etc". That should be the goal anyways right?

[GoodCitizen]

My suggestion is to have a dedicated team to deal with these situation for a faster expedient reaction time taking not too much time away from customers as well as punishing the hackers.

[misterbones]

My suggestion is to stop buying gil and learn some common sense so you don't get hacked again.