I have Been Hacked . You Closed my account . Now?

[Trepidfiber]

I am using an email account that none has . I never got a "spam" and I suddenly got Hacked . I used customer support and when they asked me to do some steps , virus check , change on passwords and send them one ID copy , and so I did . The answer I got is that my birth date doesn't match with the one with the ID and they can't do anything . I sent them my Serial keys that i got until now and asked that If that is true , most probably will be a mistake and I the answer I got is that my account is now closed because I breached the user agreement .

I have no clue what to do and I need support . Thx in advance .

[Kosmos992k]

You need support from Square Enix, this forum is for user based tech support, where users help other users. We can't help you with customer support, or account lockouts/security.

My advice would be to 1) slow down, 2) contact SE support and explain patiently what the problem is, and what has happened and ask for their help in fixing the situation and 3) be patient as it will take time to resolve the matter.

Oh, on the birthdate question and other security questions. These are the kinds of things that people don't take particularly seriously when signing up for things, but they are important when security problem happens as they are part of the security factors used to verify your identity. It's very important to use answers that you WILL remember and which are not readily guessed or found by people trying to hack accounts.

Finally, everyone needs to understand something. If an account is suspended, Square Enix has procedures in place to go through to investigate the circumstances and verify the account owner. If you contact SE about an account being suspended and possibly hacked, you're almost automatically dooming yourself to a longer wait as if they suspect hacking they have to do a deeper investigation. Yes it's a pain, but if they did not go through the careful and lengthy process involved, and simply reactivated accounts when contacted about them can you imagine the firestorm when a hacked account is reactivated for a hacker? Obviously no one wants that, so let SE be careful and do their due diligence.

[Trepidfiber]

I search a lot and didn't find any "Support" forum and the date of birthdate is correct on the square enix site that i can see . I am not freaked out and I understand how many matters they have to attend to . I just dont understand when I send my serial keys and my receipt of the buy of the game , my ID , what there is to suspect . Thats not the hacker ofc . and ofc since I didnt login after I got "hacked" they should have the IP that the other guy logged in to see that there is a different country .

[Covertghost]

I still can't find this mythical support live chat everyone talks about, anyone be helpful with a link maybe?

[Lethallin]

Chat support:
support.na.square-enix.com/faqarticle.php?kid=67428&id=496&la=1&SQEXSC=12c3t5gpkt1l8vpu7ou3jo0a66

Scroll to the bottom and click "Additional Assistance" and choose your options from there. Again, I would recommend getting in RIGHT as they open. I was able to get through on the chat faster than the phone at one point but you may want to go for both and see who picks up first, since you may get booted from the chat queue.


Good luck. Hope you're patient, it'll be a long time before anything really gets done.