HACKED ACCOUNT..... NOT AN OUNCE OF HELP RECEIVED FROM ESO SUPPORT

shdfx1_ESO

My account was hacked without the hacker having access to my email, email pass changed just in case. Anyhow, I have had no help. I got one reply asking about my problem and what my information is. Ever since that time i have heard nothing....

-Its funny, I was just looking over the email again and I read this:
We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).
I have not heard back from ESO support in two weeks. I have submitted another ticked and multiple phone tickets with no help at all. Support is all proud that they have humans and not dwemer mechs helping.... At least a robot would have sent me a notice to inform me they are still working on my problem.
I was hacked by some character named xinguo. I have read of others being hacked by this same name. I just want some help, if you cant figure out your own creation then good grief, give me my money back.

deathly809_ESO

You should tag some forum moderators (admins) about your problem.

@ZOS_JessicaFolsom‌

shdfx1_ESO

How do I do that. I am a forum noob. But even recieving a reply from another human being has made me feel better. Thank you.

stefaan.de.wasch1b16_ESO

Did you send a followup within 168 hours ? It's unclear from your post

the_Burne

kinda curious how you know who hacked ya?

but you don't have to reply and just save it for the gm's...

deathly809_ESO

shdfx1_ESO wrote: »

How do I do that. I am a forum noob. But even recieving a reply from another human being has made me feel better. Thank you.

Just use the @ symbol to start referencing another forum user. You can go look through the announcements to see the list of admins/moderators/staff.

shdfx1_ESO

Yea i sent a reply right after I received the email. I have sent multiple reply now. Including another ticket, and a fresh reply today.

Shaie

Just type in the name as deathly shows it there & it will add the @ for you. (So type "ZOS_JessicaFolsom" or "ZOS_GinaBruno" without the quotes.)

shdfx1_ESO

I know who hacked me because in my email i received a confirmation that my pass had been changed. In that email my name had already been changed and that is how I know the name.

shdfx1_ESO

@ZOS_JessicaFolsom , @ZOS_GinaBruno

shdfx1_ESO

Thank you everyone for the help in the forums. Completely appreciated.

ZOS_JanS

Greetings @shdfx1_ESO‌!

We're sorry to hear that your issue apparently got lost in the void. While the forum team can't assist you directly with account problems, we've checked your tickets. They're in the caring hands of our trusty specialist and you should receive help soon.

See you soon in Tamriel!

shdfx1_ESO

Thank you!

Mauzi

While I consider it insightful to read about such and am happy for you that your problem is being worked at, I'd rather like an official statement from ZOS about this "hack" and how to prevent it from happening instead of just "we're working on it".

Without such information I'd have to fear that any account can be taken over by anyone at any time without any ways to prevent it, which basically means that all the online customer relation with ZOS is nil and void because you never know who is actually using the account at the time being.

Not to speak of fixing the issue - or... even figuring out security flaws in your systems on your own instead of watching what happens if you throw them at the crowd !

MICK063

Logged in after discovering my Password didn't work and I had to create a new one.

All eight of my alts typically log out by a bank. Here is a clue that will give you a sickening feeling. If your character is by a vendor when you first log in, and then the next one, and next one. Go check the bank. It is empty. Guaranteed. All inventory....empty. All gold...gone.

I have played more MMO's than you can shake a stick at. I have been playing them for roughly 15 years. This is a first for me. Never had it happen to me before. Can't even bring myself to log in.

I unsubscribed. Not because of a lack of attention by reps trying to make it right (I hope they are), but I just simply lost the will to log in. I had so much stuff and a carefully managed inventory.

All gone. I might just quit the genre completely. That is how sickening it is to me. You know how much effort it takes to fill your inventory with good stuff.

Gwarok

ZOS_JanS wrote: »

Greetings @shdfx1_ESO‌!

We're sorry to hear that your issue apparently got lost in the void. While the forum team can't assist you directly with account problems, we've checked your tickets. They're in the caring hands of our trusty specialist and you should receive help soon.

See you soon in Tamriel!

Awesome @ZOS team members are awesome!

KracsNZ

Mauzi wrote: »

While I consider it insightful to read about such and am happy for you that your problem is being worked at, I'd rather like an official statement from ZOS about this "hack" and how to prevent it from happening instead of just "we're working on it".

Without such information I'd have to fear that any account can be taken over by anyone at any time without any ways to prevent it, which basically means that all the online customer relation with ZOS is nil and void because you never know who is actually using the account at the time being.

Not to speak of fixing the issue - or... even figuring out security flaws in your systems on your own instead of watching what happens if you throw them at the crowd !

What issue? The security of your passwords is your problem, not theirs. I very much doubt this is a case of Zenimax being hacked and passwords being stolen, more likely the user has been compromised in some way. That could be anything but one of the most likely ones is using the same password for his game account on a public forum (i.e. eso related fan forum or addon site etc...). The fact he only got alerted to the password change, and didn't receive the forgot password email hints that they already had his actual password.

MICK063

KracsNZ wrote: »

Mauzi wrote: »

While I consider it insightful to read about such and am happy for you that your problem is being worked at, I'd rather like an official statement from ZOS about this "hack" and how to prevent it from happening instead of just "we're working on it".

Without such information I'd have to fear that any account can be taken over by anyone at any time without any ways to prevent it, which basically means that all the online customer relation with ZOS is nil and void because you never know who is actually using the account at the time being.

Not to speak of fixing the issue - or... even figuring out security flaws in your systems on your own instead of watching what happens if you throw them at the crowd !

What issue? The security of your passwords is your problem, not theirs. I very much doubt this is a case of Zenimax being hacked and passwords being stolen, more likely the user has been compromised in some way. That could be anything but one of the most likely ones is using the same password for his game account on a public forum (i.e. eso related fan forum or addon site etc...). The fact he only got alerted to the password change, and didn't receive the forgot password email hints that they already had his actual password.

You assume too much. I was hacked using a unique (meaning it was only used for this game) password, nine characters long, that included numbers, upper and lower case letters, as well as symbols not associated with letters or numbers. The number of permutations to find this password are about the same as hitting the lottery. Truth.

It is bad enough to endure getting hacked, but to endure some "know it all" preach from a keyboard, without knowing all of the facts makes it a bit worse.

Let's just say that you are clueless. Yea...I'm in a pissed off mood right now. I might as well take it out on you and your stupid notion of the "fail safe" system ZOS has going here.

I'm kinda hoping the hackers target you so that your assumptions leap up and smack you across the face.

LadyDestiny

I really would like to see them add the option of a physical security key. I would gladly pay the five bucks for it, just for the satisfaction of knowing that some gold farming company can't steal my account by sending codes in my email that they have managed to hack. I know it is a pain, but I like the way swtor has done this from the start.

Rage_Frost

you all know that most if not all of you have already giving hackers half of what they need...

your forum name I would say for about 75% of the users are also your in game @ name.. and for a lot I would say its also your User Name... you use to log into the account.

By that they now have Half of something and that itself is more then having nothing at all...

But lets be honest that is a lot of work all they need to do is open the "G" Key and just look for your username their for any random account.

I always hated this system I voiced my Constructive Feedback in Beta just like a lot of others.

Every game that offered a physical security key I got ASAP and used It never had a problem to me that a win win and every game should be using it that its a win less tickets for them to worry about with hacked accounts money saved in man hours etc. and you don't loose your account.

Teevesnacks

Looks like a case of you gave your account details to wrong kinda people

KracsNZ

MICK063 wrote: »

KracsNZ wrote: »

Mauzi wrote: »

While I consider it insightful to read about such and am happy for you that your problem is being worked at, I'd rather like an official statement from ZOS about this "hack" and how to prevent it from happening instead of just "we're working on it".

Without such information I'd have to fear that any account can be taken over by anyone at any time without any ways to prevent it, which basically means that all the online customer relation with ZOS is nil and void because you never know who is actually using the account at the time being.

Not to speak of fixing the issue - or... even figuring out security flaws in your systems on your own instead of watching what happens if you throw them at the crowd !

What issue? The security of your passwords is your problem, not theirs. I very much doubt this is a case of Zenimax being hacked and passwords being stolen, more likely the user has been compromised in some way. That could be anything but one of the most likely ones is using the same password for his game account on a public forum (i.e. eso related fan forum or addon site etc...). The fact he only got alerted to the password change, and didn't receive the forgot password email hints that they already had his actual password.

You assume too much. I was hacked using a unique (meaning it was only used for this game) password, nine characters long, that included numbers, upper and lower case letters, as well as symbols not associated with letters or numbers. The number of permutations to find this password are about the same as hitting the lottery. Truth.

It is bad enough to endure getting hacked, but to endure some "know it all" preach from a keyboard, without knowing all of the facts makes it a bit worse.

Let's just say that you are clueless. Yea...I'm in a pissed off mood right now. I might as well take it out on you and your stupid notion of the "fail safe" system ZOS has going here.

I'm kinda hoping the hackers target you so that your assumptions leap up and smack you across the face.

Wow, I didn't actually specifically 'attack' you, was commenting on another users post asking for a statement from Zenimax on how the hack occurred and I said the most likely cause was you being compromised in some way. Actually felt a little sorry it happened to you, now I don't really care.

And lottery? Not even close. Since the passwords are case sensitive and I'll only use the keyboard displayable characters (94?) as ESO seems to accept all of them, and you saying its 9 chars long and included alpha/numeric/special. Lottery (40 numbers/6 long) is like 361/1000000000000 (1 chance in 2.77 billion). Your password is like 174/100000000000000000000 or 1 chance in 574 quadrillion (math may be a little off)... and, that is if they guessed correctly that your password is only 9 long. I don't think they guessed your password?

As for hacking Zenimax? There is always that possibility (i.e. recent yahoo mail accounts, Sony etc...), no system is infallible, but you'd guess at least the passwords are salted and only stored as hash which are 'generally' not reversible. And only one account? That's allot of effort to steal one guys epics.

Man-in-the-middle attack? Sure, if they have a valid cert signing authority, and they're inbetween you and ESO. Someone in the NSA likes ESO?

Inside job? Sure, another possibility. Have to be someone within the dev or db teams, maybe a conspiracy between both (ignoring roles/segregation of duties/code reviews). Ooooh. Tinfoil hats.

Sorry, being very cynical, but as a 20+ year dev I've personally not encountered a single external hack (though obviously read about them). All the ones I've dealt with have been the user compromising themselves. Installing software/addons they shouldn't (viruses/keyloggers/trojans), clicking on popups from webpages, using the same password on multiple sites and for email etc... even had a home user who got cold-called by a fishing company and exposed his PC willingly over the phone.

Sorry mate, just find it damn hard to believe they've legitimately hacked one users account.

Fairydragon3

shdfx1_ESO wrote: »

We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).
I have not heard back from ESO support in two weeks. I have submitted another ticked and multiple phone tickets with no help at all. Support is all proud that they have humans and not dwemer mechs helping.... At least a robot would have sent me a notice to inform me they are still working on my problem.
I was hacked by some character named xinguo. I have read of others being hacked by this same name. I just want some help, if you cant figure out your own creation then good grief, give me my money back.

One, reply to the ticket when closed, Opens the issue back up
two, how in the world do you know who hacked you>

kgallellab14_ESO

I know people will read through this post and hope to gain some understanding of how these things happen. I have not been hacked. I used a unique name (game account name is different from any other account name, including this forum) and my password is greater than 9 characters long with all types of accepted characters. I do NOT use any mods and I will never use them. I use a few types of security measures on my system and network. I have my anti-virus run scans automatically and I update it at least once a week. I also keep my OS up to date. I change my email password once in a while, as well.

One thing people fail to take in to account is that they might already have been compromised before they even started playing the game.

Fairydragon3

kgallellab14_ESO wrote: »

I know people will read through this post and hope to gain some understanding of how these things happen. I have not been hacked. I used a unique name (game account name is different from any other account name, including this forum) and my password is greater than 9 characters long with all types of accepted characters. I do NOT use any mods and I will never use them. I use a few types of security measures on my system and network. I have my anti-virus run scans automatically and I update it at least once a week. I also keep my OS up to date. I change my email password once in a while, as well.

One thing people fail to take in to account is that they might already have been compromised before they even started playing the game.

MOTHER OF GOD O.O

Dominoid

Sorry but you somehow did something or got some kind of malware. If ZOS passwords were compromised, there'd be a hell of a lot more yelling than you. Hopefully they resolve this for you, but it's not their fault.

Shivey

Your biggest problem is that you are unwilling to admit that there is even a remote possibility that it was indeed your own fault (unwillingly perhaps).

Still sorry to hear u lost all your stuff though.

also kgallellab14_ESO you made me laugh man thanks for that, bullsh*t conspiracy theories always crack me up

kgallellab14_ESO

Shivey wrote: »

Your biggest problem is that you are unwilling to admit that there is even a remote possibility that it was indeed your own fault (unwillingly perhaps).

Still sorry to hear u lost all your stuff though.

also kgallellab14_ESO you made me laugh man thanks for that, bullsh*t conspiracy theories always crack me up

Hey, I have never been hacked yet in any MMO I have played. I must be doing SOMETHING right.

tilolyen_ESO

shdfx1_ESO wrote: »

My account was hacked without the hacker having access to my email, email pass changed just in case. Anyhow, I have had no help. I got one reply asking about my problem and what my information is. Ever since that time i have heard nothing....

-Its funny, I was just looking over the email again and I read this:
We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).
I have not heard back from ESO support in two weeks. I have submitted another ticked and multiple phone tickets with no help at all. Support is all proud that they have humans and not dwemer mechs helping.... At least a robot would have sent me a notice to inform me they are still working on my problem.
I was hacked by some character named xinguo. I have read of others being hacked by this same name. I just want some help, if you cant figure out your own creation then good grief, give me my money back.

20 years in the Network Admin industry, 8 years in the online gaming industry and I will tell you the number of "hacks" I have seen that were not the users fault: 0

100% of the time is has always been the users at fault. Either:

a. Not running virus software
b. Downloading software from untrusted sites
c. Sharing account credentials with a spouse / guild mates
d. Logging in at a public location i.e (Internet cafe's)

So while it does suck his account was "hacked", I don't believe for a second he is not to blame for it.

Mefit

tilolyen_ESO wrote: »

shdfx1_ESO wrote: »

My account was hacked without the hacker having access to my email, email pass changed just in case. Anyhow, I have had no help. I got one reply asking about my problem and what my information is. Ever since that time i have heard nothing....

-Its funny, I was just looking over the email again and I read this:
We will assume your issue has been resolved if we do not hear from you within 168 hours (7 days).
I have not heard back from ESO support in two weeks. I have submitted another ticked and multiple phone tickets with no help at all. Support is all proud that they have humans and not dwemer mechs helping.... At least a robot would have sent me a notice to inform me they are still working on my problem.
I was hacked by some character named xinguo. I have read of others being hacked by this same name. I just want some help, if you cant figure out your own creation then good grief, give me my money back.

20 years in the Network Admin industry, 8 years in the online gaming industry and I will tell you the number of "hacks" I have seen that were not the users fault: 0

100% of the time is has always been the users at fault. Either:

a. Not running virus software
b. Downloading software from untrusted sites
c. Sharing account credentials with a spouse / guild mates
d. Logging in at a public location i.e (Internet cafe's)

So while it does suck his account was "hacked", I don't believe for a second he is not to blame for it.

I been playing Online Gaming Since AOLs Mage Storm and UO came out , I think for 17years .

Never been hacked , never been banned .
I fully agree with everything you said but sadly we live in a world where no one admits to anything and it is always the fault of everyone and everything else , never them .

MishMash

I have a question with regards to accounts being compromised, and figured I would just ask here.

I've heard a few people recently have had their accounts compromised, their banks/bags wiped clean. I truly feel for them.

The value of a non causal players bank/bags could easily value over 10 million gold (materials/mats, armor, weapons, time) So my question is DO they backup our accounts throughout the day (or even daily) so they can be rolled back in case something like this happens?