Ensign
Join Date: May 2013
Posts: 2
Ok so I am somewhat new to this STO MMO, I only started about a month ago. Sometime on Friday/Saturday my account was hacked and my main toons account was cleared of almost all of its weapons, items, energy credits, dilithium, and zen. In my first month i've purchased $100 of zen from cryptic so I AM A PAYING CUSTOMER. My issue is that after I changed my passwords and enabled the account guard(which should be on by default, cryptic should note that) I went to create a ticket on the support page to request my stolen items back. For some reason I am unable to use the support page to contact cryptic or create a support ticket. Every time I use click the link i get a browser error saying "problem loading page, this page isnt redirecting properly" Also on top of this I have attempted to create support tickets in game multiple times since saturday in an attempt to get a hold of somebody that can help. Every time Ive opened a in game ticket so far I get a ERROR.. Finally today I was able to create a in game ticket on my main toon, however after making the ticket i went to check the "View my tickets" area of the help sections WHICH SHOWED NO OPEN TICKETS. ingame ticket ID: #1,713,157 second in game ticket id #1,713,675

Needless to say I am extremely frustrated, I haven't been able to play my main toon since saturday and I dont even have access to my energy credits to buy items for my romulan toon ive been lvling in the mean time waiting for a repsonse for cryptic. I AM EXTREMELY DISAPPOINTED, no other MMO I've played has ever made it this hard to recover my account after it was hacked.

What should I do??? Like i said their support page is not working for me, and i have been unable to contact any support in game. I am about to leave this game if this is taken care of in a timely manner.

CRYPTIC NEEDS TO CONTACT ME ASAP!!!


(I ALSO MADE THIS POST ON THE PERFECT WORLD TECH FORUM BUT HAVE ALSO NOT RECEIVED A RESPONSE FORM THERE)

im starting to think that customer support is non existent with this company and they are very close to losing my business...
Survivor of Romulus
Join Date: Jun 2012
Posts: 801
# 2
05-29-2013, 08:10 PM
Yeah GREAT way to make a first impression on your fellow gamers and REALLY great way to motivate them in helping you.

The forum community is very accepting and willing to help each other out, especially new players, but not when you're going to do something so immature as to post the same thing in every forum section.

THAT'S NOT HOW YOU GET PEOPLE TO HELP YOU!.
------------

Now if you had bothered to search the forums before going on your rage across the entire forum you would have found there are multiple threads bother newer and older ones that have all the information you needed.

I'll post up the info you need this once, but if you're going to continue with childish bs on here then don't expect anyone to help you in the future.
----------

If you think you have been hacked, submit a GM ticket with "HACKED" as the title.

Players with PWE accounts can send in a ticket here: https://support.perfectworld.com/

Also, you can always send an email here: customerservice@perfectworld.com

Regardless of what method you use, the tickets are looked at by the same team and are reviewed in the order they are received.
Community Moderator
Join Date: Jun 2012
Posts: 2,534
# 3
05-29-2013, 08:18 PM
Quote:
Originally Posted by jerryguy View Post
Ok so I am somewhat new to this MMO, I only started about a month ago. Sometime on Friday/Saturday my account was hacked and my main toons account was cleared of almost all of its weapons, items, energy credits, dilithium, and zen. In my first month i've purchased $100 of zen from cryptic so I AM A PAYING CUSTOMER. My issue is that after I changed my passwords and enabled the account guard(which should be on by default, cryptic should note that) I went to create a ticket on the support page to request my stolen items back. For some reason I am unable to use the support page to contact cryptic or create a support ticket. Every time I use click the link i get a browser error saying "problem loading page, this page isnt redirecting properly" Also on top of this I have attempted to create support tickets in game multiple times since saturday in an attempt to get a hold of somebody that can help. Every time Ive opened a in game ticket so far I get a ERROR.. Finally today I was able to create a in game ticket on my main toon, however after making the ticket i went to check the "View my tickets" area of the help sections WHICH SHOWED NO OPEN TICKETS. ingame ticket ID: #1,713,157


Needless to say I am extremely frustrated, I haven't been able to play my main toon since saturday and I dont even have access to my energy credits to buy items for my romulan toon ive been lvling in the mean time waiting for a repsonse for cryptic. I AM EXTREMELY DISAPPOINTED, no other MMO I've played has ever made it this hard to recover my account after it was hacked.

What should I do??? Like i said their support page is not working for me, and i have been unable to contact any support in game. I am about to leave this game if this is taken care of in a timely manner.

CRYPTIC NEEDS TO CONTACT ME ASAP!!! I WILL BE POSTING IN EVERY THREAD AND FORUM THAT I CAN FIND UNTIL I HEAR A RESPONSE FROM CRYPTIC, I HAVEN'T HEARD ANYTHING AND I AM SICK OF THIS, $100 AND A MONTH OF MY TIME DOWN THE DRAIN, HAVEN'T BEEN ABLE TO PLAY SINCE SATURDAY, ASK ME IF I AM A HAPPY CUSTOMER RIGHT NOW...
If you want to contact customer service e-mail customerservice@perfectworld.com

Please note - that posting in every thread and forum about the same thing is considered spamming and against the forum rules . I can understand your disappointment and anger however that is not the way to get a response.
Volunteer Community Moderator for the Star Trek Online forums
My views may not represent those of Cryptic Studios or Perfect World Entertainment
If you wish to speak to someone on the community team, file a community support ticket here, as we are not able to respond to PMs regarding moderation inquiries.
Contact: Twitter | Line Messenger: askray113
Republic Veteran
Join Date: Jun 2012
Posts: 347
# 4
05-29-2013, 08:36 PM
Quote:
Originally Posted by voicesdark View Post
Players with PWE accounts can send in a ticket here: https://support.perfectworld.com/

Also, you can always send an email here: customerservice@perfectworld.com

Regardless of what method you use, the tickets are looked at by the same team and are reviewed in the order they are received.
The only thing that will actually work is emailing them... and getting a response is very debatable.

The support page linked above is, and has been broken for months (if not years), and very few (if any) people have been able to access it.

I recommend sending them an email, or trying to find a phone number for their support, and using that. It's the only way you're going to get any semblance of help at this point... my condolences.
Original Join Date: January 2010
Original Name: -Gen-Alaris
Days Subscribed: 1211 (As of May 26, 2013)
Career Officer
Join Date: Jun 2012
Posts: 2,218
# 5
05-29-2013, 09:15 PM
Quote:
Originally Posted by jerryguy View Post
...
CRYPTIC NEEDS TO CONTACT ME ASAP!!! I WILL BE POSTING IN EVERY THREAD AND FORUM THAT I CAN FIND UNTIL I HEAR A RESPONSE FROM CRYPTIC, I HAVEN'T HEARD ANYTHING AND I AM SICK OF THIS, $100 AND A MONTH OF MY TIME DOWN THE DRAIN, HAVEN'T BEEN ABLE TO PLAY SINCE SATURDAY, ASK ME IF I AM A HAPPY CUSTOMER RIGHT NOW...
You do understand that this is a good way to get yourself banned from the STO Forums...
http://sto-forum.perfectworld.com/an...php?f=128&a=51
Survivor of Romulus
Join Date: Apr 2013
Posts: 43
# 6
05-29-2013, 09:20 PM
the only way to get hacked these days is to download keylogging software (usually in the form of supposed hacks) or to have login info that is far too easy to figure out.

there isnt someone out there trying to crack cryptics server database for your info, its encrypted and even if they find the databank of logins and passwords would literally take months for them to decrypt with the best super computers on the planet.

so ya using login123 with password123 or downloading that supposed item/currency duping/god mode hack was a bad idea, shame on you.
Romulus burned, untold billions died.
It's the Tal'shiars doing, Sela lied.
Vengeance is born, with eternal scorn.
New Romulus rises.
Empire Veteran
Join Date: Jul 2012
Posts: 117
# 7
05-29-2013, 09:21 PM
first off they don't contact you unless you send an email.

And secondly if you want faster response time you need to call them during their business hours.

You will probably need to have proof its your account via emails and registration codes and whatever.

aside form that should be simple to get your account back.
Ensign
Join Date: May 2013
Posts: 1
# 8
05-29-2013, 09:24 PM
Probably best not to inflame argument and to make the situation any worse than it already is, after all this guy can't play the game we are enjoying. I'm glad that one person could offer assistance, and it's the same advice I would have given.

To the OP, I wish you all the luck getting your account issues resolved, a little patience is probably needed as there is a higher than usual volume of tickets at this time.
Captain
Join Date: Jul 2012
Posts: 1,522
# 9
05-29-2013, 09:25 PM
jerryguy

First - make sure none of your other online access uses the same username and password. If it does, change them immediately.

Second, contact PWE through thier website found here: http://www.perfectworld.com/

Sign in, and file a help ticket there. Explain the issue.

Third, Pray. Very few compromised accounts are recovered, and to be honest, I have yet to see an instance where PWE or CRYPTIC have assisted anyone. Entire fleets have been obliterated.

For the most part, password security is your problem, not Cryptic s or PWE. Hacking your account is difficult to near impossible (unless you're someone who does 12345678 or 'password'). Stealing your username and password from your computer is relatively easy with keyloging software.

If you have not already, acquire some good software - AVG is a great starting point. The have a free version which will get you started.
HAIL HYDRA! Kirk's Protege 10/26/13 http://www.dtfleet.com
Ensign
Join Date: Nov 2012
Posts: 29
# 10
05-29-2013, 09:38 PM
I feel for you, I also am waiting on a response to an account compromised ticket.

Though at the time mine was compromised account guard was pretty much useless. I had it enabled but that didn't help due to a very specific reason.


At the time, the email change verification was sent to the 'new' email and not the 'old' one. So they didn't need access to your email address to change it to theirs and then all the account guard notifications got sent to them.



Though, because of this, I was able to get my own account back, but I had already been cleaned out.




True that password protection is in the hands of the user under most circumstances, but that failure due to the email change was Cryptic/PWE's fault.
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