Feedback on GM Support

[Vistron]

My friend got hacked on Friday, taking out all of the gil that he had. (At least 200mil) So on his behalf, I thought I could at least notify the support team to take some sort of action. I was messaging while the whole thing was taking place, only for my hope to diminish for how "fast" the response team was.

I tried to contact support but they just kept passing it off with automatic messages which is very frustrating. Then told me to have them log into the compromised account and put a support ticket in. And I told them that how can they log in if they're hacked out and changed passwords?? Then just passed off another automatic message saying to just call them on Monday. So he has to deal with this over a week, and having to pay for those days as well? All thanks to not having responsive responses from support.

For a game that has over 1 million subscribers, how do you not have employees to deal with this crisis on hand. Many people get hacked but you're blaming the players when things like this could have been handled by the team. Especially not having people on weekends when that's the most people play. This doesn't make any sense to me.

Now this is the only place with feedback on it, if I posted in the wrong forum place, I'm sorry. This is my first time posting here. And it was solely just for feedback. Now to wait for another automatic response that's in your manual that doesn't help at all.

Once again, this is just feedback. Thanks.

[MilkieTea]

Did your friend happen to click on a forum link or something of that nature? If so, they were phished, not hacked. There's a really important distinction there. Hacking implies compromised internal security, phishing doesn't

Your friend can recover their account by requesting an email to change their password, in the meantime. The reason they want your friend on the compromised account to log in and send them a message is because A. security concerns - how are they supposed to know you're acting as a liason in good faith? and B. They have tools to roll back the compromised account and recover the lost gil, but they *need* your friend to be able to log in.

[Vistron]

No, we've been playing this game since Heavensward. We know better than to just click on links that say "Giving Away 300mil gil on lodestone" or "I'm leaving FFXIV" or "something something feedback". We know it phishes people to log in through a fake address which can take your info. No, he was just doing FATEs till he logged off to go make dinner for his family. I was in call with him when it happened. I saw that he logged back in again and was like, "What did you make for dinner?" Until he replied that he wasn't logged in, and was still cooking dinner. Then the whole act happened. We still have the whole time frame and pictures for when it happened.

But once again, how can he log in when the person who took his account changed passwords and emails? It just doesn't make any sense. Like I said, he's just going to have to wait till tomorrow to make a call to support. The in-game support system is bad anyways. Shouldn't have expected anything.

[DrWho2010]

there was the lodestone notice put out about the square enix account system being hammered by brute force password attacks. sounds like your friend fell victim to that.

also, no support team worth their salt is ever going to accept reports from a 3rd party, even if it's done in good intentions. their response of getting the person affected to take action was the correct one.

[MilkieTea]

there was the lodestone notice put out about the square enix account system being hammered by brute force password attacks. sounds like your friend fell victim to that.

also, no support team worth their salt is ever going to accept reports from a 3rd party, even if it's done in good intentions. their response of getting the person affected to take action was the correct one.

This. Support teams will *never* accept liasons, it's a security liability.

When you agree to the ToS you agree to these things as well, I know no one reads those but theyre there for a reason.

[Yarxideyn]

Greetings Adventurer!

Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forum as this issue will need to be handled by the Square Enix Support Center team. Additionally, we would suggest that you have your friend contact us as we will need them to create a ticket for security reasons.

This thread will be moved to "Separate Support Required".

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