ACCOUNT LOCKED FOR MORE THAN 2 WEEKS

I’ve been a loyal supporter for quite some time and have consistently purchased points whenever possible, so I’m not speaking out of turn when I say that the level of support has been declining somewhat since the earlier days.

Around December 12-13, my friend and I were playing Path of Exile 2. After a few hours, we decided to take a break, and when I returned to the game, I found that I had been logged out. Upon attempting to log back in, I received the following error message:

"

LOGIN ERROR:

Your account has been locked. Please contact support at support@grindinggear.com

Upon further investigation, I discovered that I was not only locked out of POE2, but also POE1 and the website.

I immediately contacted support at support@grindinggear.com, explaining the issue, as there was no reason provided for the account lock.

After 7-8 days of waiting, I finally received a response requesting additional information about my account. I promptly replied within an hour, but I’ve now been waiting for another 13 days with no further response.

In an attempt to bring more attention to the issue, I responded to other users experiencing similar problems. Some of them have mentioned receiving replies from GGG staff stating that their cases were escalated to a ‘Supervisor’ or ‘Senior Staff Member.’ This gives me hope that there are still people within the team who care about resolving these issues.

@Support

bumped multiple times or visibility

Bump, the support response times have been unacceptable for over a month already..

Yep, It has been over a month of my account being locked and no one has gotten back to me either, I had to buy another version of the game not on steam to play.

Account blocked since December 11

I guess it’s because I did a refound of the game and then I bought the game again. I did that because my PC was giving me some problems, luckily I could fix it, then I waited to receive the refund on my bank account and then bought the game again. For two hours I could play, but after that, my user was blocked and couldn’t play anymore.

Below I attached some screenshots of what I explained before.

It’s been more than a week since that happened, I tried to contact tech support a few times and still haven’t solved my problem. You can check that my profile account is the same on both platforms and also synchronized on STEAM and the first POE game.

I didn’t do any cheating in the game nor anything illegal. I just hope either to get back my account or get a solution.

Thank you in advance.

I also received a notice that my account is locked and I need to contact support, but I don't know why

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JC_GGG wrote:

I'm afraid we aren't able to assist with account-related issues via the forums. Please contact us at support@grindinggear.com so we can look into this with you.

Thanks for the response JC, but it doesn't seem like you read the post.
I have made multiple tickets to support with not a single one baring any resemblance of fruit.

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JC_GGG wrote:

We're currently handling a large volume of support requests. If you've already contacted us via email at support@grindinggear.com then you'll need to wait for the appropriate team member to get back to you. We appreciate your patience!

I find it truly appalling how GGG ended 2024 for so many people with this issue, and it’s an unfortunate way to begin the new year.

If I may offer a suggestion, it would be helpful to have a notice board or some form of communication addressing crippling issues like the one mentioned to at least show that there is progress being made on it.

A month-long backlog is excessive, and it seems like there are more people managing the forums than handling support tickets. If there was more attention given to the active tickets, the overall workload would likely lighten.

I also apologize for the frustration in my message, as I know it may not directly be your fault, but this situation is truly disheartening.