Attention players with Compromised Accounts

[KittyFantastico]

They appear to roll back to the most recent "legit" /logout. As for dbox in the e-mail they send you they specifically say we can not guarentee anything you had in your dbox. Lastly as to hounding them I think it's pretty pointless, POL outsources the roll back/investigation to a different department and doesn't know anything about the status. Took me between 3-4 weeks for the roll back.

Thanks-- that's very good to know, although not what I wanted to hear. I haven't even made it to requesting roll back stage yet, still waiting for them to finish investigating the account.

Is the recommendation to call frequently on the return-access investigation? I'm not under the impression that SE seems to actually act like they care enough for there to be a point to it.

[cdgreg]

They appear to roll back to the most recent "legit" /logout. As for dbox in the e-mail they send you they specifically say we can not guarentee anything you had in your dbox. Lastly as to hounding them I think it's pretty pointless, POL outsources the roll back/investigation to a different department and doesn't know anything about the status. Took me between 3-4 weeks for the roll back.

Thanks-- that's very good to know, although not what I wanted to hear. I haven't even made it to requesting roll back stage yet, still waiting for them to finish investigating the account.

Is the recommendation to call frequently on the return-access investigation? I'm not under the impression that SE seems to actually act like they care enough for there to be a point to it.

I had both the investigation/roll back done at the same time. Basically once they sent the e-mail saying it was indeed a hacking I called to get my new pw and when I logged in everything was already rolled back. The main reason I say dont bother calling is because of the wait time involved. I called twice to check the status of the investigation both times I waited on hold for about an hour and a half. When I finally got through both times they just said "wait for the e-mail, I have no further information for you." Considering it's not even a toll free # waiting hours for that 10 second no help answer sucks. However a cell phone on speaker makes the wait quite a bit easier.

[Manalek]

Well, my data recovery was a complete success. Only thing I am missing is a little bit of gil, 1 level on SCH, and my 37 levels of DNC. I am also still stuck with the name RMT used, so I'm waiting on a GM to see if I can get it changed back. Weird thing is they emailed me on a Sunday to let me know. I figured I would be waiting until next week sometime.

Grats to all others who were able to get their stuff back also. For those still waiting, I hope it turns out well for you!!

[KittyFantastico]

I had both the investigation/roll back done at the same time. Basically once they sent the e-mail saying it was indeed a hacking I called to get my new pw and when I logged in everything was already rolled back.

Interesting; both the GM I had my BF speak to when it happened and the customer service rep on the phone line mentioned waiting until I got the character back to see what was left on it before requesting the restore. Maybe the theory is that since you can only do it once you can see what's gone first before deciding if you want to do it?

Who knows.

Well, my data recovery was a complete success. Only thing I am missing is a little bit of gil, 1 level on SCH, and my 37 levels of DNC. I am also still stuck with the name RMT used, so I'm waiting on a GM to see if I can get it changed back. Weird thing is they emailed me on a Sunday to let me know. I figured I would be waiting until next week sometime.

That's weird.... I take it then that it's not necessarily the case that the last verified login is the one that you verify as the user but some login that they verify through another arcane investigation. Anyone else have similar experiences in either direction to report on?

[cdgreg]

I had both the investigation/roll back done at the same time. Basically once they sent the e-mail saying it was indeed a hacking I called to get my new pw and when I logged in everything was already rolled back.

Interesting; both the GM I had my BF speak to when it happened and the customer service rep on the phone line mentioned waiting until I got the character back to see what was left on it before requesting the restore. Maybe the theory is that since you can only do it once you can see what's gone first before deciding if you want to do it?

Who knows.

Ahh that could be the difference. Here's the real short version of what I did:
1. got home from work pw was changed, called POL had it reset and I was waiting at the login screen when they gave me the new pw.
2. the lady was like is there anything else you need? I said yes, wait about 20 seconds while I log into make sure everythings not gone. She waited
3. I logged into being on a diff server naked, then she started the investigation/roll back process. So ya I had already verified everything was gone. Everythings back and great now except for W legs which I'd gotten the night before being hacked =(

[tetoru]

I've been waiting for about a week for the investigation since getting my account back. How long did it take for those of you who have gotten character recoveries to get the e-mail from POL? The POL site said that it would take roughly a week for the investigation to go through.

[cdgreg]

I've been waiting for about a week for the investigation since getting my account back. How long did it take for those of you who have gotten character recoveries to get the e-mail from POL? The POL site said that it would take roughly a week for the investigation to go through.

Took me about 3-4 weeks.

[cdgreg]

Either EU is different, or they've changed some requirements, check out what an LSmate was asked for:
Btw I obviously didn't include all her responses.

SEL Agent Christian: What we will need next is a proof od ID and registration codes.
SEL Agent Christian: Please send us a JPEG image of:
- the original registration codes
- your ID card OR drivers licence OR passport
to [email protected] or via fax +44 (0)20 7324 5211
Name: but I don't have my original registration codes
SEL Agent Christian: I understand.
SEL Agent Christian: Please send us a a proof of ID then, a drivers licence for instance.
Name: ok, I will send you a picture of my passport
Name: will that be sufficent?
SEL Agent Christian: Thank you.
SEL Agent Christian: Do you have any other registration code or game box or proof of purchase receipt?
SEL Agent Christian: Of any of the expansions maybe?
SEL Agent Christian: Thats fine, a photo of any of the registration codes from an expansion manual would be helpful.
SEL Agent Christian: Do you still have the box and manual for Wings of the Goddess?
Name: hmm, hold on let me check
Name: I have the box, but not the registration code
SEL Agent Christian: Its normally on the last page of the manual or sometimes on a extra sheet.
SEL Agent Christian: IF you can find any of the codes, please send us a picture, if not please send us a picture of the back of the box and a photo of you passport
SEL Agent Christian: Thank you, yes please - we will need about 30min to go through the documents, so if you could contact us back after a little while that would be great
Name: ok, I will do. Thankyou very much for your help
SEL Agent Christian: We will then verify the rest of your account information and then tkae it from there

[[Cookies]]

Either EU is different, or they've changed some requirements, check out what an LSmate was asked for:
Btw I obviously didn't include all her responses.

SEL Agent Christian: What we will need next is a proof od ID and registration codes.
SEL Agent Christian: Please send us a JPEG image of:
- the original registration codes
- your ID card OR drivers licence OR passport
to [email protected] or via fax +44 (0)20 7324 5211
Name: but I don't have my original registration codes
SEL Agent Christian: I understand.
SEL Agent Christian: Please send us a a proof of ID then, a drivers licence for instance.
Name: ok, I will send you a picture of my passport
Name: will that be sufficent?
SEL Agent Christian: Thank you.
SEL Agent Christian: Do you have any other registration code or game box or proof of purchase receipt?
SEL Agent Christian: Of any of the expansions maybe?
SEL Agent Christian: Thats fine, a photo of any of the registration codes from an expansion manual would be helpful.
SEL Agent Christian: Do you still have the box and manual for Wings of the Goddess?
Name: hmm, hold on let me check
Name: I have the box, but not the registration code
SEL Agent Christian: Its normally on the last page of the manual or sometimes on a extra sheet.
SEL Agent Christian: IF you can find any of the codes, please send us a picture, if not please send us a picture of the back of the box and a photo of you passport
SEL Agent Christian: Thank you, yes please - we will need about 30min to go through the documents, so if you could contact us back after a little while that would be great
Name: ok, I will do. Thankyou very much for your help
SEL Agent Christian: We will then verify the rest of your account information and then tkae it from there

Just had to go through this for my second account. They reset my password and im now waiting in the GM queue in POL.

[Mystics]

yea the EU office is real good b/c they have some kinda law for online data... SE can recieve fines if the customer doesn't get results in 21days i believe(correct me if im wrong)

[[Cookies]]

That's pretty good to know, speaking to a GM now to get my account unjailed.

[Vauce]

Either EU is different, or they've changed some requirements, check out what an LSmate was asked for:
Btw I obviously didn't include all her responses.

SEL Agent Christian: What we will need next is a proof od ID and registration codes.
SEL Agent Christian: Please send us a JPEG image of:
- the original registration codes
- your ID card OR drivers licence OR passport
to [email protected] or via fax +44 (0)20 7324 5211
Name: but I don't have my original registration codes
SEL Agent Christian: I understand.
SEL Agent Christian: Please send us a a proof of ID then, a drivers licence for instance.
Name: ok, I will send you a picture of my passport
Name: will that be sufficent?
SEL Agent Christian: Thank you.
SEL Agent Christian: Do you have any other registration code or game box or proof of purchase receipt?
SEL Agent Christian: Of any of the expansions maybe?
SEL Agent Christian: Thats fine, a photo of any of the registration codes from an expansion manual would be helpful.
SEL Agent Christian: Do you still have the box and manual for Wings of the Goddess?
Name: hmm, hold on let me check
Name: I have the box, but not the registration code
SEL Agent Christian: Its normally on the last page of the manual or sometimes on a extra sheet.
SEL Agent Christian: IF you can find any of the codes, please send us a picture, if not please send us a picture of the back of the box and a photo of you passport
SEL Agent Christian: Thank you, yes please - we will need about 30min to go through the documents, so if you could contact us back after a little while that would be great
Name: ok, I will do. Thankyou very much for your help
SEL Agent Christian: We will then verify the rest of your account information and then tkae it from there

Wow... that's a kick in the face to the rest of us. When an LS mate of mine got his account stolen by an ex ls member back in the day, he called SE and gave them the original CC and registration information and they happily reset everything for him. Apparently that was a shitty verification system, and so we have the ridiculous notary forms...

It baffles my mind that SE can take such a potentially easy process:

YOU: "Hi, my account has been taken by an unauthorized third party. I can prove I was in control of it since its creation..."
SE: "K."

and turn it into a multi month three ring circus of cluster-fuck of forms and investigations. Tier III SE rep told me that it was to make sure people aren't trying to recover accounts that they may have sold to other people, but it still seems to me like an added, unnecessary security measure. A labor-intensive, not cost-effective security measure to boot....

I could just be bitter because I'm still locked out of my account since January though.

[Purrrfect]

Wow... that's a kick in the face to the rest of us. When an LS mate of mine got his account stolen by an ex ls member back in the day, he called SE and gave them the original CC and registration information and they happily reset everything for him. Apparently that was a shitty verification system, and so we have the ridiculous notary forms...

It baffles my mind that SE can take such a potentially easy process:

YOU: "Hi, my account has been taken by an unauthorized third party. I can prove I was in control of it since its creation..."
SE: "K."

and turn it into a multi month three ring circus of cluster-fuck of forms and investigations. Tier III SE rep told me that it was to make sure people aren't trying to recover accounts that they may have sold to other people, but it still seems to me like an added, unnecessary security measure. A labor-intensive, not cost-effective security measure to boot....

I could just be bitter because I'm still locked out of my account since January though.

No, I think you're right. And if it were a case of someone selling an account and then providing original registration data to reset it and get the account back, then what is the problem? That will only dick over the person who bought the account, who should be kicked like a bad habit anyway. If this were allowed to happen, I bet you wouldn't see any accounts being bought anymore. 8)

[setzor]

Add in the fact that they are kicking us in the balls and unrightfully punishing the victims from several months ago by offering this "1 week" bullshit... where's my "1 week" guarentee, most of us are still in the "just sit and stare at yer fucking inbox until eternity and MAYBE you'll get an email, MAYBE not, we might email you asking for more info to delay the process longer, we might just tell you that you've waited all this time for nothing, either way, WAIT, don't call, just WAAAAIIITT..." as of today, it's been officially 6 entire months now since my account was stolen, and I still feel I'm not any closer to getting my account back than I was the day it was stolen.

A full fucking restoration is the LEAST they can offer me... but whatever...

[Varus]

Hiyaz, been following this and the other compromised acct topics since I was hacked Dec. 7th. After 6 and a half months this finally came today:

Dear Customer,

We have verified the information you have provided on the notary form. Our records match the information you have given. Please contact the PlayOnline Information Center for further assistance with your account. We ask that you have the following information ready when you contact us. It is understandable that you may not have everything requested below, however please have the information that you have provided in past conversations with the PlayOnline Information Center.

Name:
DoB:
Address:
PlayOnline Registration code:
First 4 and last 4 digits of the credit card

Thank you

Note: Please do not reply to this email. For all questions or concerns relating to this matter please contact the PlayOnline Information Center by chat or phone.

I was literally jumping for joy when I saw this in my inbox.

[Purrrfect]

Hiyaz, been following this and the other compromised acct topics since I was hacked Dec. 7th. After 6 and a half months this finally came today:

Dear Customer,

We have verified the information you have provided on the notary form. Our records match the information you have given. Please contact the PlayOnline Information Center for further assistance with your account. We ask that you have the following information ready when you contact us. It is understandable that you may not have everything requested below, however please have the information that you have provided in past conversations with the PlayOnline Information Center.

Name:
DoB:
Address:
PlayOnline Registration code:
First 4 and last 4 digits of the credit card

Thank you

Note: Please do not reply to this email. For all questions or concerns relating to this matter please contact the PlayOnline Information Center by chat or phone.

I was literally jumping for joy when I saw this in my inbox.

Don't get your hopes too high for a restore, but at least you got your account. Congrats^^

[Sammo]

Ok so I was hacked back in January. Called SE talked to this guy about eveything about my account, he said he was going to go ahead and put me in there new program for compromised accounts. But from what I read fro here is that you all did notary letters? I didn't get asked to do that. But i did recieve a month ago the same email everyone got about needing isp...i called and gave them that and they said no eta at this time about my account. Am I ok? am I in the system even withot the notary letter? I try to call SE everyday but waiting on hold for 1.5 hrs and listening to that girl go "Thank you for holding your call will be answered in the order with it was recieved." D:

-Sammo

[Azalee]

Instead of calling, do the live chat. Worked great while I was at work. Could open chat window and walk off, do whatever needed to be done, would come back and still be waiting for them to get back to me.

One day I think I had the chat window up for ~3 hours before someone got to me.

[Sammo]

I got ahold of them last night about 30 mins after they were suppose to be closed and got the same 3 second answer is that they dont have information about the account and to wait for another email. Is there something special i should say? Or keep trying till i get someone that wants to help me?

-Sammo

[ronin sparthos]

Thats what they say when they dont know how long it will take... it took me a full 5months to get a response from SE so asking them isnt gonna really do much sadly...