I Own the Email and Account, But Treated Like a Thief — Why?

I'm honestly about to break down. Today is the eighth day since my account was stolen, and I still haven’t gotten it back. The worst part is—not the hijacker—but the way GGG is treating me, a legitimate player.

I’m the original account owner. My email is [Removed by Support]. The hijacker only briefly got access to my email, and yet your system allowed them to completely change the registered email and take full control of the account. And me, the original registered owner? I’ve been locked out entirely.

Worse, I’m being treated like a criminal—interrogated over and over. Every time you send a simple question, I have to spend over two hours organizing materials, recalling information, taking screenshots, writing an English response. I’m sick. I’m not a native English speaker. This process is exhausting and emotionally draining. And after every long reply, I wait another two to three days for a single question back from you. This is torture, not support.

All I ask is for some basic humanity. Not just cold, robotic processes. I'm not a thief. I’m a Christian—I don’t lie, and I’m simply trying to recover what is rightfully mine. This isn’t even some high-value account full of expensive items—it’s just a normal character I spent time and love building. Can’t you tell from all the proof I gave?

[Removed by Support]

Why does your system allow a hijacker to steal a full account just by changing the email in one minute, but require the original email owner to go through endless painful steps to prove their innocence?

If I get access to your CEO’s email, can I change the game account linked to it and steal it? Then will your CEO have to send you emails, screenshots, and wait two weeks for help? This is absurd.

I'm no longer angry at the hijacker. I'm angry at your outdated email/account system and your slow, almost heartless recovery process. That’s what truly hurts.

I contacted you full of confidence, thinking this could be fixed quickly. Now all I feel is disappointment. Every day I wake up thinking, "Will today be the day I get my account back?" And every day, nothing. You are draining away our patience and trust.

You're a game company, not a court. I’m a player, not a criminal.

Please don’t treat a loyal victim like this. I’ve recommended your game to so many people. But now, I don’t even know what to say anymore. I’m sick. I don’t want your sympathy. I just want to know—why are you doing this to your players?

Dear GGG Support,

I don’t know anymore. I can’t even be sure whether your replies are generated by a system or if there’s a real human being who can truly understand how I feel.

All I want is to know: Is there someone on your team who genuinely understands what I’m going through?

What happened to me—I’m certain—is happening to many other players every single day.
And the root of this issue lies in your account protection system, which is basically nonexistent.

In your system, if someone knows the email account and password, they can take full control of the Path of Exile account.
Meanwhile, the true owner is left helpless, with no power to stop it.

Do you realize that for the past 6–7 days, I’ve been waking up early every day just to wait for your reply?
Do you realize that I’ve had to spend 2–3 hours each day preparing, recalling, translating, and submitting materials just to respond to each of your questions?
Today alone, I’ve already spent 4 hours dealing with this issue.
And your responses only come every 2 days.

This process is mentally exhausting.
And let’s be honest: most players in my situation would have given up already.
Why do you treat us like this?

Don’t you have even the slightest intention of improving this system?

Please, from a human perspective—from a place of mutual understanding—I ask you to respect how we feel.
Please recognize that I am a real person.
Please respect the fact that I’ve been spending hours responding to your one-sentence questions.
Please understand that I’ve done this for 6 or 7 days straight, and I may have to continue for several more days, or even indefinitely.
My daily life has been completely disrupted by this.

This is not a rare or complicated situation. In any other game company, even if someone’s account is stolen, the original owner is not left completely powerless.
But in your case, even in 2025, your account recovery and protection mechanisms are shockingly inadequate. It’s truly heartbreaking.

And the most painful part is: I didn’t know from the beginning that this recovery process would take so long and require so much endurance.
If I had known that it would take over a week of my time and energy, I might have just given up.
But I didn’t—I’ve kept going. I’ve already spent nearly a week writing to you, providing every possible piece of evidence I can recall.

And I don’t know how many more days it will take.

Every single reply costs me emotionally. I’m doing my best to cooperate with you.
But to the staff member who is reading this: please, I beg you, just for a moment, try to understand this from a human perspective.

I am truly exhausted.

A small game account should never be able to push someone to this point.
Please, help me. I’m at the end of my patience.

If you've actually gotten multiple replies within a week; something has changed massively for the better.

Their account recovery process has always been a painful mess; but last fall it - like every other aspect of support - collapsed under the onslaught of an unexpectedly huge number of new POE2 players (made worse by initially POE2 not having a lot of self service options available to POE1).

In the last month I've seen a few despair posts from players who were locked out for 4 or 5 months (one of them due to GGG's own data breach). At that point, beyond the initial more information request sent by junior support staff; the senior person (or persons) handling the rest of the recovery process were averaging over a month between messages sent.

I'm trying to recover my account since December last year.
Good luck mate but i'm getting 1 answer per 1 1/2 months which is just stupid since everytime they ask for more and more stuff without getting to an end.
They Mail, i answer within 1 day, i wait 1-2 Months. New request for stuff.
And this keeps going. Just stupid it's escaleted so far they even got pictures of my ID (ordered a big supporter pack with IRL Merch and my Name listed on there).
And it's still not unlocked.

I actually started a second account since i believe it will never be unlocked lol

Same thing is happening with me. I have given so much evidence that this is my account and I cannot login due to not having access to my email.