I'm making a video with RubenSim and Visual Venture to raise awareness and to expose Discord's incompetent support system .

Noctis

2 months ago my account got hacked, I used to be a moderator for a Youtuber's Discord and also I had 2 communities which my close friends couldn't recover because of their TOS normatives making our servers be stuck in a limbo forever. 

I am working in collaboration with these two Youtubers to raise awareness about how their system full of automated responses is doing more damage than helping. Submit your tickets here and also tell us how they couldn't help you.

Thank you, hopefully this raises awareness and the help we all need after months of silence.

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Comments

4 comments

Date Votes
  • CC

     

     

    ;-; i feel ya bro

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  • Shakaib

    same thing, they are not even helping me out. I can't even manage my server properly.

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  • CC

     no, discord cant keep ignoring it

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  • Chaz Scholton
    • Edited

    Hello,
    I recently experienced the automated system that marks tickets as (solved) working against me.  I was simply answering the questions to the best of my ability and understanding at the time.   One of the questions is if I had received any notifications/requests for changes to the email associated with my account. This was because the hack I experienced had gained access to my gmail account.  The hacker was able to read the authorization codes and use in stealing my account.  Along with setting up a bogus new account with my email address.   All the emails involved were moved to the trash bin/folder.

    In short the hackers are well aware of the stupid questions which automatically mark a new support ticket as “Solved”.   While I understand that such automated systems is designed to reduce the number of worthless (stupid) tickets automatically.  The way things are currently setup is working against Discord Users trying to report legit hacks and theft of their user accounts.

    I did finally get somebody's attention (after marking the ticket as not being Solved and adding comments to why it wasn't)  and currently have an OPEN ticket.  I provided a lot of screenshots and details. I was informed that it was forwarded to “Trust & Safety” with a heads up there not being a specific timeline for resolution.

    I had the illusion that Discord would be much faster moving in protecting it's users.  My Stolen Discord account actually has my real name in both the handle and username.   After 48+ hours and talking with somebody else that had went through the same ordeal,  I learned to expect for this whole process to take a couple of weeks.

    In the meantime, the hacker has been using my stolen account to lure and bait other Game Developers, Virtual World Content Creators along with Metaverse Developers into “play testing” a game that's really not a game.   People are needlessly falling victim to this like Domino's because of the slow response by Discord support and/or “Trust & Safety”.   This is mind blowing.  Considering how most of the Social Media platforms will take exceptionally speedy action, upon nearly anything being reported.  

    I created a new alternative Discord Account to get back in touch with people and groups.  I have been trying to warn everybody best I can.  I'm being updated about the people which this hacker is plowing through and stealing their accounts.

    The hacker, if they can't take full control over an account somehow is able to make Nitro purchases (to the max) on a users account while fighting with a user for control over their own account.

    Honestly, whatever thoughts I had had about making Nitro Purchases I've thrown out the window.  Since one of my friends which had 2FA enabled (which is the one thing that prevented complete theft) the hacker was able to make Nitro purchases to the max limit on his account.

    It's apparent that these issues are known by Discord.

    I'm thinking perhaps a good solid move is for people to start contacting Lawmakers.  There legally should be requirements for reasonable protective measures to occur in a “reasonable speedy time” period for users, their data and such by tech companies.  

    I do wonder if a “Class Action Lawsuit” is possible route for discord users to put pressure on Discord for meaningful change. 

    This “appears to be negligence”, especially when Discord is notified in a timely manner and is weeks slow in taking action.   This is not withstanding the possible negligence in having support tickets automatically flagged as “Solved" and knowing that this is a confusing UI/UX design issue to the user base.  Especially for anybody which has never used the Ticket system before. 

    Does the CEO of Discord perhaps needs to be in the hot seat before Congress just like the CEO's of other big tech companies have been?

    I don't know what it will take to force these kinds of changes to occur with Discord (The Company), but there needs to be changes happening in a more positive and meaningful direction.

    There should be proactive mechanisms in place, that detects suspicious activity.  i.e. IP address that has managed to obtain control over a high number of accounts that had their email addresses changed within a certain time period.

    I'm now on day 5 after reporting my account stolen.   The hacker is still using my account and has access to my account  (unacceptable) along with a growing number of accounts in their control.  Havoc continues, the damages continues, more victims and more victims.   This has left me with an exceptionally bad view and attitude towards Discord (The Company) now.  

    The same is true with every victim that is confronted with trying to submit a ticket and having it automatically marked as “Solved” or discovers the real truth at how slow “Trust & Safety” is to take meaningful action to protect their account and their friends and people in the groups/servers they are in.   

    This is bad for business even.  

    SERVERS
    If anybody is thinking about setting up a serious Discord Server as part of their Youtube or whatever.  Make certain to do it with a Discord account that hardly get's used.  Don't do it from the account you use daily.   Give the account you use daily enough permissions to moderate or do various tasks.   This way if your account is hacked and stolen, you can login with Account that the Server is setup under and remove roles or whatever the of the Stolen hacked account.


     

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