Guildie account hacked, IS says it's your job to keep it safe

I had a guildie that had their account hacked. Somehow they gained access. Of course when these things happen it's a huge problem.
It was a 250$ account, not a free one, mind you. They had to buy another key to get access to alpha 2.
They contacted IS support and the last email they received said:
"you're responsible for the security of your account. We consider the matter closed."

This is not MY problem. But if someone had a problem like this, and they received this kind of reply, how can I trust that it won't happen to me in the future? Accounts GET hacked all the time, it's inevitable.
Does this means that if it happens to me when the game is live I am going to lose my progress because "you're responsible for the security of your account"?????

Would you feel happy if you received this kind of reply from a company to which you paid and invested time in?
Would you feel safe with this kind of customer support?

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CROW3

Zehlan wrote: »

I prefer a little notebook and a pen for my passwords! It's a little more of a pain in the ass but at least i don't have to worry about my notebook getting hacked lol

Challenge accepted!

unknownsystemerror

Intrepid reserves the right to terminate this Agreement at any time for any reason, or for no reason, with or without notice to you. For purposes of explanation and not limitation, most Intrepid Account suspensions and terminations are the result of violations of this Agreement. In case of minor violations of these rules, Intrepid may provide you with a prior warning and/or suspend your use of the Intrepid Account due to your non-compliance prior to terminating the Agreement or modifying or deleting an Intrepid Account.

In the event of a termination of this Agreement, any right you may have had to any pre-purchased Game access or virtual goods, such as digital cards, currency, weapons, armor, wearable items, skins, sprays, pets, mounts, etc., are forfeit, and you agree and acknowledge that you are not entitled to any refund for any amounts which were pre-paid on your Intrepid Account prior to any termination of this Agreement. In addition, you will not be able to use the Services.

Nemeses

If this is all true it’s an incredible poor response from IS, yes, I agree, they may get many of these types of tickets from morons trying to scam them, but it’s such a easy fix, account, blocked until ownership is proven.

People blaming those who get hacked are just as stupid, hackers these days are very sophisticated, that’s why decent systems need to be in place to recover accounts, just saying it’s not our fault, is simply not good enough, and maybe gives a glimpse of who IS really are as a business.

I don’t really care if the OP is being honest or not, but I do care that IS don’t care.

mfckingjoker

BlackBrony wrote: »

I had a guildie that had their account hacked. Somehow they gained access. Of course when these things happen it's a huge problem.
It was a 250$ account, not a free one, mind you. They had to buy another key to get access to alpha 2.
They contacted IS support and the last email they received said:
"you're responsible for the security of your account. We consider the matter closed."

This is not MY problem. But if someone had a problem like this, and they received this kind of reply, how can I trust that it won't happen to me in the future? Accounts GET hacked all the time, it's inevitable.
Does this means that if it happens to me when the game is live I am going to lose my progress because "you're responsible for the security of your account"?????

Would you feel happy if you received this kind of reply from a company to which you paid and invested time in?
Would you feel safe with this kind of customer support?

This is pretty much the reply you are gonna get from any company when they steal your account so please keep it safe.

Veeshan

BlackBrony wrote: »

CROW3 wrote: »

Caveat emptor. Read the EULA and T&Cs before you pay.

This is the shitiest reply someone could ever think of.
Thanks for being another useless cultist.

dont worry my steam account go hack once and they took $240 from steam wallet and steam support was we dont want to reverse the transaction because it might confuse the thief if the money disappeared from his wallet. (its totally not cause steam profits like 10-15% on market place transactions, no not at all)

Kilion

If this is legit, showing the Email that states this would help your case a lot, because at this point all we have is your claim. We cannot know, we do not know you and Intrepid has not made any official statement to this.
So how are we to know?

From an objective point of view this is an entirely theoretical discussion about how ANY gaming company should or should not act towards possible or already paying customers. So far, since nothing tangible proves it, this has nothing to do with Intrepid or with a third party person. We do not even know if your guildie exists.

Again: This is not people on here being assholes, we just need to know what we are ACTUALLY dealing with.

BlackBrony

Caeryl wrote: »

BlackBrony wrote: »

Zehlan wrote: »

BlackBrony wrote: »

I had a guildie that had their account hacked. Somehow they gained access. Of course when these things happen it's a huge problem.
It was a 250$ account, not a free one, mind you. They had to buy another key to get access to alpha 2.
They contacted IS support and the last email they received said:
"you're responsible for the security of your account. We consider the matter closed."

This is not MY problem. But if someone had a problem like this, and they received this kind of reply, how can I trust that it won't happen to me in the future? Accounts GET hacked all the time, it's inevitable.
Does this means that if it happens to me when the game is live I am going to lose my progress because "you're responsible for the security of your account"?????

Would you feel happy if you received this kind of reply from a company to which you paid and invested time in?
Would you feel safe with this kind of customer support?

Here is where your problem is and this is hypothetical not implying anything about your guildie.

Intrepid probably gets a lot of these tickets from scammers who sold their account and then,
A. are trying to get a free account while pocketing cash
or
B. trying to screw over the person who bought the account from them by having the company return it back to the scammer in which they more than likely try to sell it again.

There is also one other option and that a person gave their info to a "online friend" or someone he thought he could trust and they robbed him because he is stupid!

So with no way to prove that he was "hacked" and not just dumb or a scammer how are they supposed to help him?

Again not implying your guildie is not telling the truth just bringing up other areas they have to deal with

Ok, you do make a good point. Does this apply for all accounts then?
Even if you have TFA, passwords are getting leaked all the time, and people never use different passwords for different services. This is a given. I don't care how much you can tell me about security, reality is another thing and people don't use different password. If there's a data breach, that's enough for someone to get your email + password and could get hacked.
Now... what if this happens to be in the future?
I will get the info and show all I can.

Uh, most people sure as hell are using different passwords for different platforms.

If you're not, that's failing internet safety 101..

https://bnd.nd.gov/81-of-company-data-breaches-due-to-poor-passwords/

Yes, I am pretty sure MOST people are doing this.

JayGeL44

Ok, you do make a good point. Does this apply for all accounts then?
Even if you have TFA, passwords are getting leaked all the time, and people never use different passwords for different services. This is a given. I don't care how much you can tell me about security, reality is another thing and people don't use different password. If there's a data breach, that's enough for someone to get your email + password and could get hacked.
Now... what if this happens to be in the future?
I will get the info and show all I can.[/quote]

Couple things, I use a password manager and have unique randomized passwords for every account.

A fata breach isnt enough to lose ownership of an account. In order to reset an account's password, one needs access to the email account. Even if someone uses the same password for every single account, they will NEVER lose ownership if their email account is a different password from the account compromised in the data breach.

Intrepid shouldn't be responsible for the stupidity of others. This is also why it is important on how their account got compromised. Using the same password for everything including your email is like hanging the key to your house on the front door.

The two most likely cases here is that your guildie is an idiot and hopefully learned a valuable lesson on password security or they failed/fall prey to a scam involved with selling accounts.

Noaani

Nemeses wrote: »

If this is all true it’s an incredible poor response from IS, yes, I agree, they may get many of these types of tickets from morons trying to scam them, but it’s such a easy fix, account, blocked until ownership is proven.

That would give me an incredibly easy way to pull a key leader out of the fight on a metropolis or castle siege.

Nemeses

mfckingjoker wrote: »

BlackBrony wrote: »

I had a guildie that had their account hacked. Somehow they gained access. Of course when these things happen it's a huge problem.
It was a 250$ account, not a free one, mind you. They had to buy another key to get access to alpha 2.
They contacted IS support and the last email they received said:
"you're responsible for the security of your account. We consider the matter closed."

This is not MY problem. But if someone had a problem like this, and they received this kind of reply, how can I trust that it won't happen to me in the future? Accounts GET hacked all the time, it's inevitable.
Does this means that if it happens to me when the game is live I am going to lose my progress because "you're responsible for the security of your account"?????

Would you feel happy if you received this kind of reply from a company to which you paid and invested time in?
Would you feel safe with this kind of customer support?

This is pretty much the reply you are gonna get from any company when they steal your account so please keep it safe.

No it is not, my Gf many years ago had her LoTRo account hacked, soon as we reported it, they froze the account, then did checks, IE bank account used home address listed, few other things, with a few hours she had her account back.

In fact I know of no other company that will do this, so your answer is complete BS

Nemeses

Noaani wrote: »

Nemeses wrote: »

If this is all true it’s an incredible poor response from IS, yes, I agree, they may get many of these types of tickets from morons trying to scam them, but it’s such a easy fix, account, blocked until ownership is proven.

That would give me an incredibly easy way to pull a key leader out of the fight on a metropolis or castle siege.

Please this is just rubbish, you going to hack an account first, its frightening that people are as stupid as this.

mfckingjoker

Nemeses wrote: »

mfckingjoker wrote: »

BlackBrony wrote: »

I had a guildie that had their account hacked. Somehow they gained access. Of course when these things happen it's a huge problem.
It was a 250$ account, not a free one, mind you. They had to buy another key to get access to alpha 2.
They contacted IS support and the last email they received said:
"you're responsible for the security of your account. We consider the matter closed."

This is not MY problem. But if someone had a problem like this, and they received this kind of reply, how can I trust that it won't happen to me in the future? Accounts GET hacked all the time, it's inevitable.
Does this means that if it happens to me when the game is live I am going to lose my progress because "you're responsible for the security of your account"?????

Would you feel happy if you received this kind of reply from a company to which you paid and invested time in?
Would you feel safe with this kind of customer support?

This is pretty much the reply you are gonna get from any company when they steal your account so please keep it safe.

No it is not, my Gf many years ago had her LoTRo account hacked, soon as we reported it, they froze the account, then did checks, IE bank account used home address listed, few other things, with a few hours she had her account back.

In fact I know of no other company that will do this, so your answer is complete BS

I play mmo for years, it's the first time I hear that, probably I didn't play the ones that do what you said.

Taleof2Cities

Support issue threads tend to quickly die in the Forums because:

1. The full account of the events from the player’s perspective is rarely given.

2. Explanation from the Support Team is never made public.

If the player’s account is accurate, they still could have enabled 2FA to add security and prevent the hack.

Ergophobic

BlackBrony wrote: »

Uh, most people sure as hell are using different passwords for different platforms.

If you're not, that's failing internet safety 101..

https://bnd.nd.gov/81-of-company-data-breaches-due-to-poor-passwords/

Yes, I am pretty sure MOST people are doing this.

Well, that article is 6 years old...

Here is an article from July 2024 that claims that "Thirty-two percent of people use the same password across multiple accounts, with 14% using the same password for both work and personal accounts."

https://teampassword.com/blog/the-biggest-password-trends-of-2020

tinukeda

Taleof2Cities wrote: »

Support issue threads tend to quickly die in the Forums because:

1. The full account of the events from the player’s perspective is rarely given.

^^ OP needs to post that context (and their guildie needs to start using a password manager)

nanfoodle

I have read some of the replies. If this is true, this is very upsetting IS should investage and if they think this is true. They should 100% take steps to fix this. Hackers are smart and will be doing this for the life of Ashes. Selling accounts is a real business. If this is true. It's a very sad bit of news to hear.

Caeryl

nanfoodle wrote: »

I have read some of the replies. If this is true, this is very upsetting IS should investage and if they think this is true. They should 100% take steps to fix this. Hackers are smart and will be doing this for the life of Ashes. Selling accounts is a real business. If this is true. It's a very sad bit of news to hear.

Based solely on the posts, it doesn't sound at all like they told the guy to gtfo.

Most likely they asked for some identifying information, he couldn't or wouldn't produce it, or it had been in the new person's 'possession' so long that they couldn't verify a claim of hacking over other things mentioned in here.

Ultimately, it just doesn't sound like they actually told him 'sucks for you', but that there was nothing they were able to do after back and forth with the person claiming the account was theirs and got hacked

nanfoodle

Caeryl wrote: »

nanfoodle wrote: »

I have read some of the replies. If this is true, this is very upsetting IS should investage and if they think this is true. They should 100% take steps to fix this. Hackers are smart and will be doing this for the life of Ashes. Selling accounts is a real business. If this is true. It's a very sad bit of news to hear.

Based solely on the posts, it doesn't sound at all like they told the guy to gtfo.

Most likely they asked for some identifying information, he couldn't or wouldn't produce it, or it had been in the new person's 'possession' so long that they couldn't verify a claim of hacking over other things mentioned in here.

Ultimately, it just doesn't sound like they actually told him 'sucks for you', but that there was nothing they were able to do after back and forth with the person claiming the account was theirs and got hacked

Happy for me it let me know that ashes offers two factor Authentication. Both my wife and I are now set up LOL

Noaani

Nemeses wrote: »

Noaani wrote: »

Nemeses wrote: »

If this is all true it’s an incredible poor response from IS, yes, I agree, they may get many of these types of tickets from morons trying to scam them, but it’s such a easy fix, account, blocked until ownership is proven.

That would give me an incredibly easy way to pull a key leader out of the fight on a metropolis or castle siege.

Please this is just rubbish, you going to hack an account first, its frightening that people are as stupid as this.

Nope, I'm just going to say the account is hacked.

If the resolution Intrepid have when there is a claim that an account is hacked is to lock the account (which is what you have said), then all I need to do in order to lock that account is claim that it is my account.

It may only take them a few hours to sort things out, but if it is reported on a Friday night it will probably not be started until the Monday.

I'm not saying this as a theoretical thing that could happen, I've seen it happen many times. It was common practice in EQ2 for a few years to get a key member or two of a rival guild locked out of the game when a contested raid encounter was due to spawn. SoE changed their practices because of this.

SmileGurney

Zehlan wrote: »

Here is where your problem is and this is hypothetical not implying anything about your guildie.

Intrepid probably gets a lot of these tickets from scammers who sold their account and then,
A. are trying to get a free account while pocketing cash
or
B. trying to screw over the person who bought the account from them by having the company return it back to the scammer in which they more than likely try to sell it again.

This is not a problem here. If you buy an account from a third party instead of Intrepid, you aren't Intrepid's problem, you got yourself scammed by knowingly taking that risk. Don't be that person.

On other hand recovery of access to user account should be trivial. Information about the transaction contains the original email address. Revert the account to that email address, job done.

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