HACKED!

[Zeronic]

I heard about gil spammers being regular people that got hacked, and I assumed those were people that gave all their info to said sellers so their account got breached. However, me and my GF both play this game the slow way and have no need for this so called service.
This morning however, she couldn't log, and I saw her being online in north shroud. First I thought it was a bug regarding the 3201 error. After coming back though, she was a lvl 26 botanist, instead of a 25. Taking a look I found her teleporting the place T_T.
She has been broken by this, since due to her handicap playing is hard and it took a long time to amass everything. She is afraid to lose it all by a stupid arrogant prick that somehow got into her account. Technical support doesn't give a damn, and after a couple of hours and tickets ingame, no reply. Support on the website is not available on sunday it seems.
We changed her password. But tbh we don't know why we should even do that since she gave no one her password ( not even I know it). What can we do? And please tell me she doesn't lose her char/equips
Lenalee, partner of Sienna Sapphire

[RyuPower]

it is the weekend so support may not be there
and even then
it can take weeks to get a answerer sometimes
SE might roll the Char back at some point if you can connect support
the char might get banned for a a little as well

look
Error 3102 FAQ

the one thing EVERYONE NEED TO DO IS
get a security token if you do not have one
a free one for smart phones (iOS/Android ) or buy a key chain one
if will make the account alot safer

[KingXRay]

she maybe using same name as login and very simple password...

[Haystack]

Sorry to hear about your GF's account got compromised. Every time I checkout this forum section I see more people posted about there accounts got compromised. After reading the OP post sounds like they are running without the authenticator on the accounts.

Do your self and the GF a favor and buy the authenticator key fob for both accounts. By spending just a little bit of extra money for them can save you a lot of headache later. Course if you buy the authenticator key fob they will have to mail them out to you. But if you happen to own a smart phone (iOS/Android) you can get the authenticator app for free of course.


I'm not 100% sure but I don't think changing passwords will kick a char/player if they are all ready logged in the game. I don't know if she is on her free 30 days that came with the game OR she payed for her monthly sub yet.

If she all ready payed the monthly sub for the game this next option would a little extreme way of dealing with the problem. If she is able to log-in to the SE account management page she could temporary cancel service for FF14. I remember back in my FFXI days it gave you two options for cancel service "You can keep playing till current subscription time runs out" OR "Forfeit all remaining time and it end it now".

Course if you choose the 2nd option you won't get a refund on any of the subscription fee. But it would end up kicking any chars that are currently logged in the game. Just make sure to wait like 1-2 hour be for you start the FF14 service backup. Just to make sure no char's are currently logged in when you setup service backup.

I'm not sure this option will work if you are on the FREE 30 days.

[Will01]

Did she have the OTP app/hardware?

[Zeronic]

she maybe using same name as login and very simple password...

Her Nickname, perhaps, but her password has Multiple case sentivie letters and numbers, and no it ain't her birthdate or anything, but a very specific code.

Did she have the OTP app/hardware?

Nope, she doesn't. It is of course an option but I am not happy with the fact that it is needed persé because some ass decides to compromise her account, regardless of password

Sorry to hear about your GF's account got compromised. Every time I checkout this forum section I see more people posted about there accounts got compromised. After reading the OP post sounds like they are running without the authenticator on the accounts.

Do your self and the GF a favor and buy the authenticator key fob for both accounts. By spending just a little bit of extra money for them can save you a lot of headache later. Course if you buy the authenticator key fob they will have to mail them out to you. But if you happen to own a smart phone (iOS/Android) you can get the authenticator app for free of course.


I'm not 100% sure but I don't think changing passwords will kick a char/player if they are all ready logged in the game. I don't know if she is on her free 30 days that came with the game OR she payed for her monthly sub yet.

If she all ready payed the monthly sub for the game this next option would a little extreme way of dealing with the problem. If she is able to log-in to the SE account management page she could temporary cancel service for FF14. I remember back in my FFXI days it gave you two options for cancel service "You can keep playing till current subscription time runs out" OR "Forfeit all remaining time and it end it now".

Course if you choose the 2nd option you won't get a refund on any of the subscription fee. But it would end up kicking any chars that are currently logged in the game. Just make sure to wait like 1-2 hour be for you start the FF14 service backup. Just to make sure no char's are currently logged in when you setup service backup.

I'm not sure this option will work if you are on the FREE 30 days.

We already changed passwords, but the hacker is still active. She already payed, and we contacted the support immidiatly. We can also login to mogstation or lodestone, but so far, nothing.
I guess the app is the only option for now, but I hope this gets resolved asap. (The subscription cancel sounds okish, but we refuse to pay just after we paid for a month)!

We truelly love this game. And we know square is fixing such as lag, and goldspammers and yeah it sucks, but it cannot be helped and we cannot expect square to snap their fingers to fix those issues. But this is an issue that needs to be resolved asap since it revolves around people account and information.

[Spoolx]

Welcome to the same problem thousands of people have, there is nothing you can do but contact customer service on Monday and then wait a couple weeks to get your account back. As far as hoping it gets resolved ASAP, I hope by ASAP you mean less than a month because there are people like myself who haven't been able to play since the beginning of September for the same problem you have.

[Lethallin]

I've been waiting for over two weeks.

I can only hope they get more people in on this to clear up these hacked accounts faster.

[JowyAvilon]

Welcome to the same problem thousands of people have, there is nothing you can do but contact customer service on Monday and then wait a couple weeks to get your account back. As far as hoping it gets resolved ASAP, I hope by ASAP you mean less than a month because there are people like myself who haven't been able to play since the beginning of September for the same problem you have.

'

I am literally in the same boat as you. My GF also plays and her account was the one that was hacked on Saturday the 21st and called support Monday the 23rd, same scenario. Despite the changing of the passwords Square will suspend the account and best you can do is call tomorrow when they open and wait in a phone que line for hours to get through to an agent who at best will put it in for investigation. It sucks but there isn't anything more we can do beyond this.

I've been waiting for over two weeks.

I can only hope they get more people in on this to clear up these hacked accounts faster.

While it would be nice if they did that to speed up this process, this has been an issue nearly since the game launched, if they were concerned about this they would have addressed it more than just giving us the Security/Protecting your account FAQ they did and would have gotten more people in on it already. In the end, Square's terrible customer support in extreme situations like this is down right loathsome and they don't even seem to care that it is, and that's going to reflect badly on them and the game no matter how good the game itself is.

[lordjoosie]

As far as I know, cancelling then reinstating the account is the only way you're going to get the character logged out (hopefully before it gets nailed for botting) Even though this is extreme and may cost a bit, it will save a ton of time and effort trying to get a rollback, or dealing with a permaban.

Once you have control of the account, please realize that even though it's crappy and unfair, there are steps you have to take these days to protect yourself. Make an email and password that you only ever use for FF14, and never at another websight, and at the very least use the smart phone app, if not the security key. I've been hacked myself in ffxi ( I am also disabled and understand how much of a blow losing an account can be for us) so I feel bad for your GF. But if after getting hacked you don't take the steps to secure yourself, you have nobody to blame but yourself when it happens again.