Another Hacking incident- What's the solution?

[ClearInk]

My friend got her account hacked in the small window between logging off before maintenance and yesterday evening, so now her account has a new suspicious character added to the roster on top of being suspended.

She hasn't gotten an E-mail regarding her suspension yet, and with the weekend coming, there's no quick solution in sight OTL

I've seen this link around: https://support.na.square-enix.com/c...Password-Chat2

Is this where people are going for chat/phone support with ARR even though it's FF11 based? And can anyone who has had their own account hacked say that their situation has been properly resolved?

We're really trying to be hopeful about this, but I can't deny SE's track record for similar incidents I've heard of thus far is the best...

[Actionwaffle]

You will have to get with them first, either by the 3 options. They will route it to the JP team that does the whole checking your account to see if you were actually gil selling/buying gil. This is what I was told and that it would be about 7 days and you should get an email saying that your account is fixed or banned.

[Squeeks]

If you try to get help through their FXI channel, they will just end up sending you over to the FXIV queue anyway, friend thought he'd try that

[Kraggy]

My friend got her account hacked in the small window between logging off before maintenance and yesterday evening,

What probably happened was her login name and password were obtained before yesterday and may well have been tried before but if your friend was playing at the time the thief tried to login the thief would have had the 3102 error .. and thus learned the login was valid.

[Dakre]

What probably happened was her login name and password were obtained before yesterday and may well have been tried before but if your friend was playing at the time the thief tried to login the thief would have had the 3102 error .. and thus learned the login was valid.

If the person logged onto her account, they would have known it is a valid login. The problem would have been the 3102 error would have told that person she was logged in. So they keep trying and they probably got in after the maintenance was done. Use a one time password app on your phone, and try to pick passwords that are hard to guess and unique for every game you play.