Think my account has been hacked

darkdivideb16_ESO · November 2015

With the release of orsinium I was thinking of coming back, however when I try to log into my account it says my details are incorrect, So I tried to get it to resend/change my username/password, both of which ask for my name & email & I am absolutely certain I am putting in the correct details for those, but I get the message "Could not find account matching those details." So I tried using the email link which then tells me to log in....

darkdivideb16_ESO · November 2015

I should also add, I have at no point had any emails from zeni telling me someone has tried to change my details, but it seems they have.

ZOS_MollyH · November 2015

Hi @darkdivideb16_ESO !

You will need to contact customer support at https://help.elderscrollsonline.com and using the "ask" button. You should not need to log into the site to submit a request.

darkdivideb16_ESO · November 2015

I tried those already, the "request a password reset" asks for my name & email both of which I am 100% certain are correct, yet I get the message "We were not able to verify the information you provided. Please try again."

The email option asks me to log in with username & password, both of which I am fairly sure are correct, or were when I played last, & that gives me the message:

Authentication Error
UserID and/or password was incorrect.

I can give you most of my character names if that helps you find the account in question:

Karnes
Karathez
Kartez
Karser Di'Thall
Matsbank
WeaponsandJewellery
Karlamity

Yes I'm not very imaginative with names :P, anyway those were my characters when I last played, last log in should have been around march time, anything since then has happened without my permission.

darkdivideb16_ESO · November 2015

Ok I have just been in touch with my old guild leader, last log in was 4 months ago so someone has definitely hacked my account, as it should have been more than 6 months, nearly 8 months in fact.

ZOS_MollyH · November 2015

Hi @darkdivideb16_ESO !

We're sorry to hear this has happened to you. While we can't assist you on the forums, you can submit a ticket to support through the "I can't log in" section of the website and an agent will be able to assist you.

darkdivideb16_ESO · November 2015

I've tried that, the hacker has changed my name/email, so I cant use the forgotten username/password. I have put in a ticket on the suspended/compromised, however it asks for 2 things:

1) last 4 numbers of credit card which expired in august (something else they can check to verify I was the original owner), think I can remember them but not 100% sure, & it also asks for the answer to my secret question, but doesnt tell me what the question was....., I've filled in a lot of secret question type security for all sorts of accounts, so damned if I know which particular question was for eso.

It does say the ticket was submitted though so hopefully something will come of it, tho I've had no automated response or anything to confirm its gone through, & yes I've checked my junk mail.

Blo0dstorm · November 2015

Your secret question is one of these:

DeTosc · November 2015

darkdivideb16_ESO wrote: »

I've filled in a lot of secret question type security for all sorts of accounts, so damned if I know which particular question was for eso.

Well, frankly: that's pretty stupid.

But fear not, there are tools which will help you to never forget passwords, security questions, ... again.

I am using the "KeePass Password Safe" http://keepass.info/ for some years now. It free, open source and running on Windows, Linux, Mac, Android and iOS. Once you get used to it, you will never look back.

darkdivideb16_ESO · November 2015

Thanks for the help guys, got my account back now, just problems patching instead XD