Support Help Me, My account got hacked 14/12/2021 on Caer Sidi

[Hitchcock]

Hi, My account got hacked tonight, the only time in my whole life on a windows 11 system where I turned off my firewall and antivirus software was today to check if the performancer were going to improve. So I get all these texts and messages from my company On Caer Sidi that I have left the company. I wasnt even at home.

I have sent a ticket to AGS support that wants links (I dont know to send links of screenshots into a ticket).

I have worked things out with steam and reclaimed my account and changed all the security settings and added extra authentification security measures. And they told me that I need to take the next steps with AGS for further assistance.

What I would like to know if this, I waited for over 1 hour for AGS support chat to open where it says that someone is going to help me within 1 minute.

My question is and I am really begging and on my knees over this.

Can you please move my character hitcock back to Caer Sidi from Zanara?

Is it possible to restore all items that disapeared or just even the token so I can transfer back to my friends and my company on the server, I´m one of the ambassadors on my company.

This is the first time in my life that I´ve ever got hacked, so please, help me.

I´ve been trying to get in contact with your support but 1 minute in norway from where I am seem to be over 1 hour over there. And when I started to play I actually misspelled the name, was supposed to be Hitchcock, but figured it out at lvl 32 so didnt wanna start over.

Sincerly
Hitcock / Marcus

The time is now 02:56 and that wait time for a customer support representative still takes “1 minute”.

Have a closer look for the time. If you need further proof just check the logs on my characters activity betweenn 22:00-00:00 norwegian time and you notice that there´s someone from russia that had hacked it.

My company discord can also provide for screenshots over the suspicious activities if needed.

[king3opobn]

Nice try. Server transfer regret?

[Hitchcock]

Hi, no someone hacked my steam account, and then transfered from Caer Sidi to the other server. But I fixed it with steam and they got my account back and forwarded me to AGS, so I am just waiting for them to fix it for me. If they can, have been waiting for their support chat for over 2-3 hours now.

[godmod]

Hello @Hitchcock, welcome to the community.

I’m sorry you experienced this, I know this can be very frustrating.

However, according to the terms of use of Amazon Games.

“You are responsible for (i) maintaining the confidentiality of your account log-in credentials and for restricting access to your account, and (ii) all actions that occur under your account, including purchases.”

https://www.amazon.com/gp/help/customer/display.html?nodeId=201482650

Even if you got hacked is your responsibility the security of your account.

Thank you for understanding.

[Hitchcock]

I am well aware that it is my own responsibility, but this happened through the client in someway, I had to swipe the whole drive and check and it would´ve never worked. This is not some password cracking hacker.

Well, I hope you have checked with Rosie on Amazon game studios before posting that answer.

I will paste the whole email, and I really hope you guys at least can do your customer the favour to transfer him back to Caer Sidi, I dont care about the stuff, and the things I lost but I got a huge roleto play in the community and in the company The Archivists on Caer Sidi server, if you want to double check.

This is from your co-worker that assured me that you could help me Godmod. So please double check the reference: Ticket Reference : V486709759

This is from YOUR co-worker that promised me that you would help me. Please read the letter and come back to me. And try to be more serviceminded, as a customer service representative, You should know the basics of customer service and rules of conduct regarding communicating with people that need help. Or You according to EU because the server is based in EU, you must refund the whole game and compensate for it.

So please read this, think through before you answer, and check my case please.

I mean the very least You could do is to transfer my character back to Caer Sidi and get my token back (took me over 500 hours to get where I am now instead of starting over). I dont care about the stuff. You guys gotta reason with your player community. Not act all mighty all the time.

Looking forward for your answer, will also send this to your coworker, your response.

Have a great day!

[Bmango]

Hello @player.

Thank you for letting us know about what happened and bringing this to our attention.

I’m so sorry about what happened, I understand your frustration on this issue.

As stated above, if your account was compromised, there really is nothing we can do. You are responsible for the security of your account.

“You are responsible for (i) maintaining the confidentiality of your account log-in credentials and for restricting access to your account, and (ii) all actions that occur under your account, including purchases.”

You can find that here: Amazon Games Terms of Use - Amazon Customer Service

I hope this helps clarify the issue.

I will close this thread now.

Safe travels!