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SE Account Recovery Sticky From BGFollow

#1 Jan 22 2008 at 8:57 PM Rating: Excellent
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As much as I try to avoid BG like the plague, they actually have a very nice sticky keeping everyone updated on the status of account recovery that a couple of users stated that SE was going to do. If you have been hacked, it's a must read. The following is a compiled sticky from Jeny from BG, and many thanks for keeping the community updated through these troubled times. I take no responsibility for compiling this information. All I am doing is spreading the word that SE is, in fact, doing something.

"Jeny from BG" wrote:
Post subject: Attention players with Compromised Accounts
As some of you already know, Square-Enix has begun the lock down of compromised accounts. They are currently working on a new policy regarding this and should be in effect come mid-next week.

Earlier today I was able to call in and have my account completely locked from being accessed. As well as by boyfriend's account, Sparthos.

I advise everyone who's had their account hacked to do the same.

Don't be afraid. Call them up. They won't give you the run-around.

Just have the usual things ready with you before you call up.

-Member ID
-Name on the account (They may ask for handle names.)
-Date of Birth
-Full Address
-Playonline Registration Code (Please make sure you have this with you.)

Depending on how busy the higher ups are during the time you call, they may or may not forward you to one, but the rep/manager will ask you a few questions regarding your account such as:

-Name of your character and mules (Make sure they get the spelling correct.)
-Name of your original server
-Date and time you last logged in
-Date and time you were hacked/logged off
-Last zone/area you were last in before you were hacked

Also depending on who collects this information from you, the representative will make a note to their manager to lock the account or the manager himself will lock it immediately.

Luckily I spoke to a very kind higher up and he was able to lock Jeny with no trouble at all.

One last thing they will ask for is a means of contacting you.
Just leave them your Phone Number and E-mail address.

As far as the new policy goes, they aren't releasing any information to the public just yet, but it should be going into effect next week, and they will contact us when they are ready to start the retrieval of our accounts.

Please don't waste any time in calling SE up.

As soon as Monday rolls around, get your accounts locked from further access to them.

If you have any questions just PM me.

Good luck. <3

----------------------------------

NOTE: Square-Enix is not going to tell you to get lost just because your Address/Credit Card information has been changed. That was then. This post is now. "My account was compromised on said date" is all it takes to get their attention.

Another thing: The policy. Just be patient. It will go into affect sometime this year. >.>

SE is trying to lock down as many reported accounts as possible for the time being before they can make the next move......with only 2 managers on the team.

----------------------------------

I'll continue to post any updates on SE's current investigation of our accounts.

If you would like to add anything to the updates section, please let me know. :)

- » »

-Updates-

-Jan 22

Official Compromised Account Forms?
As confirmed by Tenken no Soujiro over on the Current list of hacked players thread, Square-Enix has an Official Compromised Account Form happening.

Many players have been calling in to check up on their accounts and even though SE promised they would lock them next day, it turns out they were never filed for investigation.

Please make sure you've filled this form out when speaking to a representative. Ask them to confirm if you're account truly is locked.

-edit-
I'm currently on the phone with SE and there is in fact an Official Form being sent in as we speak. Even though I spoke to a manager days ago I was prompted once again to fill out a second form to be sent in for investigation.

This time a representative will go ahead and ask the above verifications. It's the same deal, just make sure it's locked and the form is sent in.

----------------------------------

-Jan 15-16
E-mail Recieved from Square-Enix
SE sent out emails to users on Tuesday. Check your spam folders, because mine ended up there.

The PlayOnline Information Center
From: support@us.playonline.com
Date:Tue, 15 Jan 2008 6:52 pm

Dear valued customer,

We understand that you have contacted us previously regarding an account you
feel may have been compromised. Based on that information, we have taken action
to ensure that no one will be able to access that account at this time. We will
be contacting you at a later date with additional specific information in order
to assist us with the continuing investigation regarding that account. We
understand your desire to begin playing the game immediately, however we ask
that you please be patient with us as we are working to ensure our policies will
be useful in all aspects regarding this concern. If during this time you are
able to produce additional information that you may feel will assist you in
verifying the account in full per our normal account verification policies
please do not hesitate to contact us again. Below is the information that we
will need to verify completely with any representative you may contact. At this
time, only the information below will allow a representative to provide
additional details, or make changes to the account.

The full name on the account
The correct date of birth
The complete mailing address
The PlayOnline registration code
The first and last 4 digits of the current credit card

We do apologize for the inconvenience this may have caused, however we are
working hard to ensure the account is returned to the proper user. Please be
patient while this investigation is underway.

Note: Please do not reply to this email. Any replies received will not be
answered. In the event you need to contact us, please contact us by phone or
through our live chat support.

Thanks,
=================================
PlayOnline Information Center

For the latest news, help and support:
1. PlayOnline Viewer main menu -> \"Information\"
2. FINAL FANTASY XI main menu -> \"Help Desk\"
3. Official web site: http://www.playonline.com/
For installation and billing support issues, please call (858) 790-7529.

----------------------------------

-Jan 11-12

It's been a week SE. Policy {Where?}!

I'm sure everyone is wondering just where is this policy Square Enix promised us. Well, yesterday it was confirmed around 5000 accounts have been reported stolen.

Now 5000 may sound unreal, who knows, maybe there are people trying to scam the system, but nevertheless 5000 accounts are in the hands of 2 NA Managers. (You'd think they would have more people on the team.) So it looks like we'll have to wait just a bit longer.

My suggestion is if you've called and locked your account (or atleast confirmed that it will be locked), then just wait for them to call back. Calling them continuously will most likely only set them back from their investigation.

To quote an SE representative my boyfriend spoke to yesterday "We will begin to call back when a resolution has been made."


Original Sticky
http://www.bluegartrls.com/forum/viewtopic.php?f=2&t=28240
Take out the space between view and topic.

Edited, Jan 22nd 2008 11:58pm by neootaku

Edited, Jan 25th 2008 2:13pm by Lia
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#2 Jan 22 2008 at 10:38 PM Rating: Decent
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1,672 posts
I may be wrong, but didn't Sparthos post this on Alla like, 4-5 days ago?
#3 Jan 22 2008 at 11:29 PM Rating: Decent
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273 posts
Yeah this is old news.
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