Account Hacked

drumbendrum_ESO · March 2016

So I just recently got my account hacked today and they wiped out a good amount of crafting material and armor/weapons.

What is the process for getting this fixed?

Dhukath · March 2016

Log into your acc and change your password first, then contact CS by raising a ticket, that should be able to roll your character back or restore your lost items.

Hope this helps and good luck

drumbendrum_ESO · March 2016

Thanks I have changed my password and ran scans for virus currently.

Its really weird though I cannot log into support to request help for this. Yet here I am logged in and typing on the forums.

I was able to send a in-game ticket. I just wanted to be able to contact support from this venue but will see what tomorrow brings.

Alorier · March 2016

Yep I noticed that last night I'm logged in here but can't log in to speak with customer service just another thing to add to a long list of broken things around here

Myxril · March 2016

drumbendrum_ESO wrote: »

So I just recently got my account hacked today and they wiped out a good amount of crafting material and armor/weapons.

What is the process for getting this fixed?

My account was hacked right after launch. My personal experience is this: Just leave the game.

Seriously. Just leave. I had to bother Support for 2 weeks. During those 2 weeks, they constantly responded saying they were aware of my 'missing bank slot' problem. They literally thought I was too stupid to realize I was 'missing bank slots/items' instead of being hacked, despite me telling them that I never bought bank slots.

It gets better. At the end of those 2 weeks, some [Snip] calls me at 1:30am to tell me that my account was verified to have, indeed, been hacked. Then he proceeds to lie to me by saying that my account would be fixed later in the day during server downtime, and -they might just roll my account back-.
This is where the 'gets better' comes in: There was no account rollback, there were no items returned, there wasn't even any response from them for nearly two. more. months. Two months. Two months before I got my account restored. I lost all of that sub time and wasn't even properly reimbursed for it.
Also, I had continously submitted tickets during that time period to remind them of my situation. No response to any of them. I think I eventually threatened legal action based on fraud/theft on their part, or somesuch, before they mailed my items back to me.

PS: The only reason I came back to this game a few months ago was because after nearly 2 years of absence, I /had/ to justify spending nearly $120 for this game. I only had 12 days play time, and after all this time, I just couldn't let that be the final $:TimePlayed ratio.

[Edited for slanderous comments libel]
Also, It's only slander/libel if it's false.

drumbendrum_ESO · March 2016

Well I am really sorry to see that it went badly for you.

However, for myself, I cannot just simply walk away.

I had a pile of crafting materials for all crafts with tembers and the like.

I had v16 gold items crafted and a number of collected Orsinium items.

Long story short for me to just cash out now especially after all this work would be hard for me to just do.

Robbmrp · March 2016

Give them a chance to reply to your ticket. I recently dealt with customer service on a scam issue and they resolved the matter within 48 hours for me. They did a great job. Hopefully they can resolve your issue just a easily.

Shader_Shibes · March 2016

ZOS were on the ball when my account got hacked and the scumbag took all my stuff. BUT, that was like 1.5 years ago, when they had decent customer service that responded promptly and efficiently.

Good luck. hope you get it sorted asap.

drumbendrum_ESO · March 2016

So I was able to log into support from my mac for whatever reason that worked.

Just an FYI for anyone else that is having issues logging into support.

Xendyn · March 2016

Good, hope they get on this quickly for you.

drumbendrum_ESO · March 2016

Xendyn wrote: »

Good, hope they get on this quickly for you.

Thank you so much!

nine9six · March 2016

Good luck, OP! I mean that in a nice way, not a cynical kind of way.

Runs · March 2016

Honestly every time I see someone say they were hacked here, my first thought is a sibling or spouse sabotaged the account. A hacker would have had to have access to not only your game password, but also to your email account/password associated with the account. Game will not let you log in from a different IP than the last one used without verification code sent in email. If you were indeed hacked, you should change EVERY password you have online.

Would really help the situation if out account log in names were not known to everyone we encounter in the game.

Xjcon · March 2016

First thing you should do is change the password on your Email. They have hacked more then your account by the sounds of it.

Shader_Shibes · March 2016

Runs wrote: »

Would really help the situation if out account log in names were not known to everyone we encounter in the game.

Yeah, i've often wondered why they need to show that.

Xjcon · March 2016

Runs wrote: »

Honestly every time I see someone say they were hacked here, my first thought is a sibling or spouse sabotaged the account. A hacker would have had to have access to not only your game password, but also to your email account/password associated with the account. Game will not let you log in from a different IP than the last one used without verification code sent in email. If you were indeed hacked, you should change EVERY password you have online.

Would really help the situation if out account log in names were not known to everyone we encounter in the game.

Sadly many people use the same password for most of their accounts. I agree completely with you about account names. I submitted a ticket a long time ago to have my user name changed to differ from my email.

Xendyn · March 2016

Runs wrote: »

Honestly every time I see someone say they were hacked here, my first thought is a sibling or spouse sabotaged the account. A hacker would have had to have access to not only your game password, but also to your email account/password associated with the account. Game will not let you log in from a different IP than the last one used without verification code sent in email. If you were indeed hacked, you should change EVERY password you have online.

Would really help the situation if out account log in names were not known to everyone we encounter in the game.

Your post immediately made me think of this

https://www.youtube.com/watch?v=RJyhzmi2GmU

RAGUNAnoOne · March 2016

@Cazzy any advice?

Cazzy · March 2016

Yep!

Can you still log into the game?
If yes, contact support via the in-game method. You should get an email soon after.

Remember and write down what is missing! They can only replace what you know was taken.

Write down the last time you were logged in before the hack.

Bethesda/Zenimax will pass you onto a specialist team and try to recover your items. There will be back and forth but ultimately they will help.

Did you have a guild btw? Some hackers target guild members for shared bank access.

phairdon · March 2016

P.S. Don't forget its Easter weekend. Might slow down responses from ZOS (assuming they take Easter Friday off).

daemonios · March 2016

Myxril wrote: »

drumbendrum_ESO wrote: »

So I just recently got my account hacked today and they wiped out a good amount of crafting material and armor/weapons.

What is the process for getting this fixed?

My account was hacked right after launch. My personal experience is this: Just leave the game.

Seriously. Just leave. I had to bother Support for 2 weeks. During those 2 weeks, they constantly responded saying they were aware of my 'missing bank slot' problem. They literally thought I was too stupid to realize I was 'missing bank slots/items' instead of being hacked, despite me telling them that I never bought bank slots.
Huge pile of fail.

It gets better. At the end of those 2 weeks, some random inept nobody calls me at 1:30am to tell me that my account was verified to have, indeed, been hacked. Then he proceeds to lie to me by saying that my account would be fixed later in the day during server downtime, and -they might just roll my account back-.
This is where the 'gets better' comes in: There was no account rollback, there were no items returned, there wasn't even any response from them for nearly two. more. months. Two months. Two months before I got my account restored. I lost all of that sub time and wasn't even properly reimbursed for it.
Also, I had continously submitted tickets during that time period to remind them of my situation. No response to any of them. I think I eventually threatened legal action based on fraud/theft on their part, or somesuch, before they mailed my items back to me.

ZOS customer support is garbage. Seriously, just leave the game.

PS: The only reason I came back to this game a few months ago was because after nearly 2 years of absence, I /had/ to justify spending nearly $120 for this game. I only had 12 days play time, and after all this time, I just couldn't let that be the final $:TimePlayed ratio.

Securing your account is YOUR responsibility as much as ZOS'. Unless you have reasons to believe it was ZOS itself that got hacked and that's how they got at you, I don't think they'd be under any obligation to restore your stuff.

SahrotRein · March 2016

This might not be relevant to the OP, but as was stated above, it is indeed true that the Customer Support was at its best 1,5 year ago, or a few months after the game was released. I've had several problems which they helped me solve immedaitely and I was just shocked how amazing their support is.

Haven't used it ever since so can't compare.

drumbendrum_ESO · March 2016

Runs wrote: »

Honestly every time I see someone say they were hacked here, my first thought is a sibling or spouse sabotaged the account. A hacker would have had to have access to not only your game password, but also to your email account/password associated with the account. Game will not let you log in from a different IP than the last one used without verification code sent in email. If you were indeed hacked, you should change EVERY password you have online.

Would really help the situation if out account log in names were not known to everyone we encounter in the game.

My password was unique and nothing matched my email.

My email recognized that someone from a unfamiliar IP address had logged into my account so they were able to key log me and take my email information.

That being said one of the reasons this happen was due to the fact that I was using a anti-virus that was on my new PC which was going to be swapped out. Not paying attention it had run out of its trial time and I suppose it allowed for this to take place.

I work offshore so I am gone 1/2 of the year and it was a simple mistake of just not following up on my anti-virus once I returned home. Its my fault but its just a pain in the ass now that I am at the mercy of zenimax to assist me.