My Discord Support experience
My problem was that I got hacked, the hacker changed the email and enabled 2FA. He also created a new account with my mail and enabled 2FA on this one too.
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Hello everyone reading this post! I decided to write this post in order to share my experience with Discord Support.
My problem was that I downloaded a file that grabbed my token and sent all the passwords contained in my Chrome password manager to the hacker. The hacker was able to break into my mailbox and changed the email address linked to my discord account. I had totally lost it. He then made two nitro gift payments worth approximately $20.
The discord support is slow, and very unintuitive, even destabilizing since we don't know how and where to explain our problem due to the fact that these are automated messages. It looks like replying to the automated message has no impact and no one will read it, and when you want to add additional information, you directly think about opening a new ticket, but you have to answer to the automated mails, they will read your answers. On the other hand, there is always a real person, an agent who gets back in touch with you and solves your problem.
Since I've seen few posts talking about how to act when you lost your account because of a hacker, I'll do it.
First, open a ticket with the Discord Support.
-> Submit a request
-> Hacked account
->Fill the ticket with the informations
Then, you'll have to wait for a first answer of someone of the Discord Support team who will tell you that they have sent your request to a member of the Trust and Safety team. This is the longest part. I had to wait about twenty days, but it happened, an agent contacted me again and linked my original email to my account.
In my case, the hacker enabled 2FA, making it impossible to reset my password.
If you're experiencing this situation, you'll have to answer to the agent's mail and tell them that you can't reset your password because the hacker enabled 2FA. You'll have to say that you did not authorize and didn't enabled 2FA before.
The agent disabled the 2FA 6days after I sent the mail.
I got my account back, and if you're experiencing the same situation, as long as you are patient, you'll get your account back.Aside from the support being slow and unintuitive, I got a good experience with the support, they got my account back, when I didn't think it would be possible. I sent an email to the agent who solved my ticket in order to try to get a refund for the $20, I will let you know if it is possible or not.
Update: I got a refund for the two unauthorized nitro gifts purchases
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Hey Sindia,
Sadly I'm currently going through having my account being hacked and stolen two days ago. Luckily, I only lost my discord account. I've sent two discord support tickets, one for hacked account and the other for Trust and Safety. I've gotten a response to my first one being sent over to the Discord Trust and Safety team and the second one I was told that they've initiated an investigation based on the information I provided. In my case I don't believe I had 2FA enabled at all, but they changed my email and phone number for my account before I could change my password.
How long do you think I'd have to wait to be contacted about my tickets?
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Hello Jacob, from my experience, it takes between 20 and 30 days for discord support to recover your account
However, it may take less time if there has not been a new account created with your email address formerly linked to your hacked discord account
You can also try to contact @discord_support on twitter in private message or in public to explain the situation to them, and they can escalate your ticket making the wait less long (you'll have to give the ticket ID)
Try not to resend a lot of mails on your ticket unless necessary as this puts your ticket at the end of the waiting list back again.0 -
I was able to check my request status right now. The two latest requests I mentioned are solved? But my first initial one is still open?
But I haven't heard from any of these requests. I'm confused how they're "solved" since I still don't have my original account back.
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You can only open one ticket for an account being hacked, this is why all your tickets except the first one are "solved"
If you want to add proofs or additional informations, you must send a mail with these informations in the open ticket, they will read it, as long as it appears in the ticket in "my requests"
You must wait for an answer of an agent of the T&S Team, the only thing you can do is be patient0 -
Ahh okay that makes more sense. I'll send over my updated information from those closed tickets to the open ticket then. Thank you so much for helping me with this by the way Sindia. It was a very long two days trying to figure out how to fix this.
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Hello Jacob, do you have any news about your hacked account?
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I'm actually currently dealing with the exact same issue. I did an oopsie though and i did send multiple email replies trying to explain in further detail since I didn't know it'd push it further back all under the same ticket though
In my situation the hacker made a new account under my email and the deletion process was only started today once i sent in a new ticket for that, would I have to wait the entire 14 days for the email to be freed?
(You might not have an answer but just in case) For the removal of 2FA, if you had your own 2FA enabled before the hacker enabled it, would they still disable the 2FA the hacker added?
Finally I also wanted to ask what sort of evidence would be sufficient to prove that my account has been hacked just to make sure i attatched the right information
Thank you for taking your time to read this, any responses are really appreciated, im just really paranoid about this whole thing
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Hey Sindia,
After about a month I was able to get my account back. It just ended up taking a bit to get into contact with a discord support agent.
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Hey Comet,
I made a ticket through discord support about my account being hacked. If you send more then one ticket they’ll close all of them but one. That way if you have more information to give them you should respond to the ticket they leave open. Discord support on twitter can’t really help since unless you have a ticket open and you give them your case #, but they’ll just say that they’re investigating your case. Otherwise you’ll just have to wait till they respond to your ticket on here. Over all it took me about a month to get my account back. First you’ll get the ai response before someone from their Trust and Safety department sends your ticket to a agent to recover your account. Hope this helps.
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The original tag before usernames can't be changed once a username is added, even if the badge is hidden I believe.
For me, although I opened a second ticket for the same reason as keeping things organized, they closed the new one and kept the old one open so I recommend you just keep everything in the first ticket. They will still review everything in there so it's just a matter of waiting. Eventually you'll get a reply saying that they've reverted your email and you can go change your password. If there is 2FA added to your account by the hacker, you can respond back to the same ticket to ask them to remove the 2FA.
If you haven't already, I suggest you check to see if they created an account under the email that was originally on your account. If they made one, remove your email from it immediately. If you can't access it, you'd have to send a separate ticket requesting an account deletion, which takes 14 days.
It took me about 2 months in total to get my account returned, and I also panicked and sent a lot of follow-up emails in the same ticket. They'll get back to you eventually, but it might take a while.
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Has anyone here had any luck at all? It's been a month now for me since my account got hacked and still no response. Same exact thing happened to me.
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I have done the same thing too for my Discord account that got compromised a few days ago, they said that they have sent my request to a team, I also fell for a scam that claims you have been falsely reported when you weren't
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I fell for that one too, been waiting for three days, but discord bot told me my ticket has been escalated.
Any luck on your end? I ended up making a youtube video about the entire thing to spread awareness for the “I accidentally mass reported u” scam
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none so far, still no response
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just to know that I realized it was the “Mike Bang” scam from Steam
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Yeah I fell for it completely and they still have possession of my account. Fortunately no money out of me bc my bank is much smarter than I and PayPal blocks bigger transactions from me + I deactivated everything they may have had access to in the financial area. I've gotten bot responses and one of them told me the matter has been escalated but I'll remain anxious until I know for certain my account isn't in that asshats hands anymore. Ended up making a YouTube video to warn people about it and my experience.
I've been unable to relax since it happened, I'm constantly monitoring my old account for any activity but it's been inactive for days now, I can only hope it's been disabled temporarily while my ticket is being investigated. Any time I'm not fully distracted though my heart begins racing and I need to keep myself from having a panic attack.
It's VERY upsetting for me after five days I think now? I can't even BEGIN to imagine those waiting for a month + like yourself. I'm trying to hold out hope though.
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same to me, thankfully, I made an alt to cope with it
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I also have a new alt but it was made bc the scammer wanted me on a different account while he tried to get my money.
My old account is I think turning seven this month, March 2017 so there's a lot of stuff on it including some of my last correspondence with my mom which is one of the more upsetting parts.
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people who are responsible for these acts should be in jail
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So, let me get this straight, does replying via email to give any additional updates or evidence puts your ticket in the back of the queue?
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Apparently “Too many” replies to your ticket sends you to the back of the queue. I don't think the method matters.
Regardless Discord Staff won't reply for a while probably.
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Ah, okay.
I had my ticket escalated back on March 15th, but no reply so far. I got hacked back on March 6th by a fake Clint Smith, Luckily, they left my account alone. It seems no activity has happened on it since the 18th, and heard no more responses to me from my friends via an alternate account that my main account is sending them anymore suspicious messages about “accidentally reporting them”. I think constantly warning them and others giving their heads up on the scam helped. I just only hope they can get back to me eventually, I miss my account, and hope to clean up the mess the hacker may have made to it. I'll take your word and reply no more about my current ticket on my email.
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Lol maybe we had the same hacker, though mine was Mike Bang
Mine got stolen on the 18th. But yeah Discord support doesn't seem to have a real queue. There doesn't seem to be any activity for the past few days.
My friend got hacked bc my account sent her one and within THREE HOURS of sending the ticket, she got it back while by that point it had been two days. It's just a random grab bag I think.
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My friend who sent me the scam and hack got theirs back in three hours or so too very quickly and told me what happened that it wasn't them that sent me that. Mine had been a day and I had to make a few tickets before one got a response. At least my past ones are marked as “solved” but my latest one is the only one to have been “escalated” and still open.
Tbh it's odd how Support can get to some users quickly, however that works.
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mhm
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Honestly they should have a better priority system
Longest open tickets and Time sensitive issues first instead of just resetting the queue when someone responds to their ticket.
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i agree with that statement Kat
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Or leave wherever the ticket is in the queue instead of it going backwards.
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yeah
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