hacked account

Hello,

I am writing to report an issue with my PoE Steam game account.

My account has been hacked. I went on vacation for a few days (from 12/27/24 to 12/30/24), and I came back today, when I logged in I realized that my character was without equipment .. and my wealth (divine) disappeared as well ..

I ask you to kindly investigate this situation and restore my account to the state it was in before the attack, that is to say on 12/27/24.

Here is my account information:

Character name: devZRang / devZStarter
Last known connection: 12/27/24
Description of affected items (if necessary): Stuff and divine

I thank you in advance for your responsiveness and support.
Sincerely,
Théo

Bear in mind,

If You report it by email - they might, or they might not ban the hacker - there is proof of both happening before.

What they will, is lock down YOUR account for a month+, causing You to be unable to play at all, and NOT return anything You lost.

They do NOT return anything that was lost, per PoE policy - which makes sense, if You think about it honestly.

But what they DO, is lock down Your account, so hacker cannot "do anything more" with it, and unlocking it takes eternity and then some.

I tried to post a PSA to warn people who’ve had their items stolen not to use the support email, but my post was deleted. According to the moderator, it was because there are already posts about account hacking. I can understand GGG’s policy of not rolling back data or items, but at least have the decency to let me warn others not to use the support email before you lock their accounts.

Got hacked too. I emailed support, so looking forward to being locked out...

Anyway, no I didn't click any phishing sites, no I don't have any sus browser extensions, no I don't RMT, no I don't use any 3rd party apps.

I simply think someone is churning through forum accounts with pwned passwords, because mine is like a billion years old and probably pretty weak. If that's not it, it's an active vulnerability in session management or something. I bet no one who has primary login set to Steam with no email/forum pass login gets hacked.

What I can say is they appear to strip your character of any rares, and any uniques that are probably on their whitelist, e.g. Astramentis or Ingenuity. They also strip your currency tab of exalts and divines. They didn't take anything from my sales tabs, or my 13 div worth of citadel keys, splinters, etc.

Hide your div and exalts somewhere if you're worried because they seem to be getting in and out as fast as possible and not really searching hard. But also may I suggest updating your forum password to something insane, like 50 chars. Something that can't be dictionary or brute-forced because it doesn't seem GGG protects against that.

I was hacked as well and have already contacted support via email. Let me share my experience and what you might encounter after reaching out to their support team:
- You’ll likely receive a copy-paste response about security measures, stating that they cannot reverse or restore any items stolen by other players.
- Your account may be locked for several weeks, and you might not receive any updates until your case comes up in their queue. Due to the high volume of cases right now, I’m not sure if there’s a way to track your case status in the meantime.

Don’t you think it’s strange? From what I’ve read in various threads, why does it seem like many people are more worried about having their accounts locked by support than they are about hackers?

"

bestmaster1996#5421 wrote:

I was hacked as well and have already contacted support via email. Let me share my experience and what you might encounter after reaching out to their support team:
- You’ll likely receive a copy-paste response about security measures, stating that they cannot reverse or restore any items stolen by other players.
- Your account may be locked for several weeks, and you might not receive any updates until your case comes up in their queue. Due to the high volume of cases right now, I’m not sure if there’s a way to track your case status in the meantime.

Don’t you think it’s strange? From what I’ve read in various threads, why does it seem like many people are more worried about having their accounts locked by support than they are about hackers?

Because before these times they were already making errors and banning people such as myself for months without apology, I don't even want to share just how bad it can get and this was (when they weren't busy) I read something about how they allegedly have our emails grouped with some software but that is NOT what they emailed me saying quite a while ago, they said that cases could be lost or delayed by specific employees going on break or even taking a vacation like that's somehow in any realm of reality a reasonable process for a professional support team.

Perhaps the process changed since then but my experience has not so i can only assume this was only implemented at the PoE2 launch.

I'm trying to have the faith but its been years for me in their system at this point asking them to do the bare minimum.