Suspended Accounts?

[ShuCho]

My husband just got his account back an hour ago, making it the 11th day since he got hacked and he sent in a ticket.

All together he sent in one ticket, used live chat twice, and phone support once.

As for the ticket, on day 5 he received an email telling him to use live chat or phone support. He'd already done that though and they couldn't do anything other then tell him to wait. It might have been good in making them aware he was actively trying to get his account back though.

On live chat he went into detail on specifically when he logged off the game, the RMT character that was created, and when he found his account has suspended. It was all in a 9 hour window. So I'd say if you do send in another email or do live chat again to get very specific with them about what you think happened and when it happened. Other then that it's just waiting and hoping.

Yes I did the same with 1 of my accounts. I called in and gave them specific and very detailed information including the RMT spammer character that was created. It was all done within a 10 hour time frame. They said ok they will investigate and give them about a week to fix it all and unsuspend the account

[kaiyouske]

The reason why this is taking so long is because they only have one person in Japan that's in charge of compromised accounts, and everything has to go through him. Pretty sad.

[Covertghost]

The reason why this is taking so long is because they only have one person in Japan that's in charge of compromised accounts, and everything has to go through him. Pretty sad.

Can you even imagine how overworked that guy is?

Godspeed Japanese account master, hire some apprentices!

[kaiyouske]

Can you even imagine how overworked that guy is?

Godspeed Japanese account master, hire some apprentices!

Yeah I was pretty baffled when I was told this by a SE employee. If SE doesn't adapt to this constantly evolving market, it's not going to be kind to their revenue. They need to realize that Japan is no longer their most profitable market.

[Illurim]

I'm up to 8 days since my account was compromised. I've logged a ticket which they have responded to with notification that my ticket was "received properly", but beyond that I haven't heard a peep. My patience is beginning to wear thin, but I'm still hopeful of a positive outcome; I just wish it wasn't taking so long.

[Spoolx]

you need to call them, the ticket is not the proper way to handle it

[Illurim]

you need to call them, the ticket is not the proper way to handle it

According to their own KB articles, a ticket is the way to handle it. Also, I'm in Australia and cannot find any contact number for them anywhere.

[Spoolx]

According to their own KB articles, a ticket is the way to handle it. Also, I'm in Australia and cannot find any contact number for them anywhere.

You can read the threads in this forum and find that's not the best way to handle it.

[Covertghost]

According to their own KB articles, a ticket is the way to handle it. Also, I'm in Australia and cannot find any contact number for them anywhere.

You'll have to call, your ticket will just come back 5 days later telling you to call them because it can't be handled over e-mail.

[Illurim]

You'll have to call, your ticket will just come back 5 days later telling you to call them because it can't be handled over e-mail.

It's been over 5 days and I've not received that. Also, as I mentioned, I'm in Australia - the only number I can find to call (from the packaging of the product) is a UK number, which I am unable to call (I don't have a landline at home, and my work mobile cannot make international calls). Aside from that, it's just not a fiscally sound investment; the call charge would likely (I'm accounting for the wait time that other people have advised in other threads of at least 1-2hrs) exceed me going and purchasing another copy of the game. I shouldn't have to do that to get support.