Please help, account hacked

[LittleArrow]

UPDATE: WE GOT THE ACCOUNT BACK!! My husband had the wonderful idea to do an EMERGENCY OTP REMOVAL FROM THE SUPPORT WEBSITE. With the removal of the OTP he was able to quickly change the password and get back in control of his account. Sadly, no Gm has responded. Please share this advice / information to others that may be going through similar situations. Also, please keep in mind we're all human and we all make very bad decisions. Thank you deeply to everyone who supported and helped us through this! <3

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Husband just had his account hacked. They already changed password and his one time password. I put in tickets to GMs in the game, but don't know what to do now since the login to the SE help page won't let him login.

Please help and tell me what else to do.

Thank you m(_ _)m

[Lieri]

https://support.na.square-enix.com/f...26&id=496&la=1

You can follow the steps and if you need more assistance, you can contact the support using the button at the bottom of that page.

[LittleArrow]

It's requesting a login but the login is compromised and doesn't work.

[LianaThorne]

All you can do is report it to support and have anyone in game report his account to get it suspended. If you're in an FC and he has an important position tied to gil access, have someone change his rank.

Assuming he fell for the gil scam (which, now you know is a scam and can learn your lesson from), nothing you can do except submit a ticket and wait it out. It may take days or longer.

In the future, random players in tells don't want to give you free gil. They want to take your account. If you want free gil, go to a giveaway at a venue.

[LittleArrow]

All you can do is report it to support and have anyone in game report his account to get it suspended. If you're in an FC and he has an important position tied to gil access, have someone change his rank.

Assuming he fell for the gil scam (which, now you know is a scam and can learn your lesson from), nothing you can do except submit a ticket and wait it out.

In the future, random players in tells don't want to give you free gil. They want to take your account. If you want free gil, go to a giveaway at a venue.

It wasn't free gil. He thought he logged into the forums. We did report his account. His character was lead of our FC. The hacker already kicked officers out and left those without any position to do anything in. We reported it to the GM's but still no response from them. I'm praying the GMs acted when they got the ticket b/c they haven't been back on. Still haven't heard from a GM sadly.

[LianaThorne]

It wasn't free gil. He thought he logged into the forums. We did report his account. His character was lead of our FC. The hacker already kicked officers out and left those without any position to do anything in. We reported it to the GM's but still no response from them. I'm praying the GMs acted when they got the ticket b/c they haven't been back on. Still haven't heard from a GM sadly.

Yeah, the gil scam has you log into a copy of the forum. It's embedded with a keylogger that copies your information and the hackers access your account from there. He didn't log into the forums, he saw a link for free gil leading to the fake forum website and went from there. There's no other way to get access to that fake forum site aside from going to a link sent to you in tells.

And yes, it will take time for them to do anything. All you can do is wait and rebuild from here.

[LittleArrow]

Maybe someone can explain this to me, I don't understand how they were able to get his account even though he had an OTP. He just got email confirmation to remove the OTP and that confirmation number was never put in. They still took it off and got his account.

[Thoosa]

Maybe someone can explain this to me, I don't understand how they were able to get his account even though he had an OTP. He just got email confirmation to remove the OTP and that confirmation number was never put in. They still took it off and got his account.

That doesn't make sense to me either, if the attackers tried to log onto the official site to reset his account, they would have been asked for a one time password which they wouldn't have had?

[Espon]

When you log into a fake website, it asks for your OTP. Once you hand over your info, the website then immediately logs into your account and removes the OTP and sticks a new one on to keep you out of your account. Yes, the OTP changes every minute, but they only need that minute if you accidentally hand that number out.

[LittleArrow]

When you log into a fake website, it asks for your OTP. Once you hand over your info, the website then immediately logs into your account and removes the OTP and sticks a new one on to keep you out of your account. Yes, the OTP changes every minute, but they only need that minute if you accidentally hand that number out.

Yes I understand that, but to remove it they need the confirmation which is only sent to the email which we got. I don't understand how they can remove it if they don't get the confirmation code to remove.