Melissa "Schrodinger" (WildStar Player Support)
Jun 24 22:27
My name is Melissa and I am one of the Leads for the WildStar customer support team. I want to give you an update on where we are with account compromise restorations. Given the volume of these tickets and the type of update this will be sent as a form letter to share an update with where we are currently at with your and other player’s compromise tickets. This is a lengthy communication, but some of you have been waiting a number of days for an update. I also know that there are some folks that only want an update and aren’t interested in the background details. So my contact will have both cliffnotes and a breakdown with additional information to follow.
• Anyone that is getting this communication is receiving a set of gear that we’ve put together for your class and level. This allows us to get you back into the game and playing without waiting days.
• We will not be able to offer you additional restorations once this is completed. We do not like to do this. For more on why, please read below to better understand the 2 stages of an account compromise restoration.
• We will keep your ticket On-Hold so that you can tell when your ticket is being worked on and the set of gear has been granted.
• If you have not added 2 Step Verification, and we provide you with a restoration, we may not be able to offer you additional restorations if your account were to become compromised again. Here is a link for 2 Step Verification
The full details:
At the moment we have account compromise tickets that are over 7 days old, and are still waiting for restorations. Some players have gear and are missing only money, where others have no gear and no money. Our team has been working hard to recover all players’ accounts to help get you back in the game and able to play in every case. Others have already received an initial restoration and are now asking for additional materials.
Given the daily volume of new account comprises tickets is rising, we have had to adjust our views on how we approach these tickets. The alternative would be a wait time that may go over 7 days before you can get your first restoration. We do not want this, nor do we expect that you want to wait this long.
We have worked closely with our developers to create a set of gear that all characters level 10 or higher will be given. These sets of gear take into consideration your class and that you need help getting back into the game and playing. Unfortunately because of the continued incoming volume and the amount of accounts that remain unsecured, this is the only restorations we will be able to offer you. We will start sending out these gear packages later today to each of your characters that are over level 10.
If you do not already have 2 Step Verification on your account, I highly recommend you add it between now and when we begin to offer you the set of items for your characters. As we may not offer this again if your account becomes compromised again - https://support.wildstar-online.com/entries/53257786-Two-Step-Verification-Setting-Up-and-Rewards
This is not the solution that we want to take (we want everyone to be back to where they were before being accessed), but this is the solution that allows us to take the second step in an account compromise investigation. Hunting down and catching the people that did this to your account. Players do not often think about the amount of time needed to track down the people that accessed and stole your items and gold and deal sift justice.
Something that is also not commonly known, all of those gold sellers, boters and teleport hackers are most likely because of an account that was compromised. The Real Money Traders do not care about these accounts, they only care about having gold in their coffers so they can sell to players in game that support this trade. They benefit from players that do not have 2 Step Verification, so please also encourage your guild mates, friends and family to add 2 Step Verification to their accounts as well.
We hope that you understand that this step is not the solution that anyone on our team wants to take. This is the step we are taking to prevent you from having to wait for days. And the benefit allows us to track down and act with justice against those accounts that benefited from your situation.
ok so the long and short of it is. On the 12th i got hacked and on the 14th they locked my account then on the 18th
They unlocked my account after I sent in another Email saying i had the 2 step and sms on my email on the 22nd they told me
not only Would they not be giving me my stuff back Or my cash. Finaly On the 29th they told me they would give me a refund.
Its a great game and a lot of fun But Again if you were raiding for a year and got hacked lost everything and then they tell you to bad.
we have to tell the companey. THATS NOT OK. they told me they would give me 3 items back lol.
I told them give me my 60 bucks back. and my brother my buddy and 4 of my guild all spoke with are wallets.
I had high hopes with this game but no phone support
no direct support as in web chat. In the rush to raid losing 18 days because they will not give you your stuff back no thanks.
good luck to you if you play and good luck to you if you dont
oo and by the way you can get hacked with a authenticator on your account if you don't believe me Google it.