Documentation of my experience with a hijacked account [SOLVED]

Alpha
  • Edited

Hi all.

This post will just be a documention of my personal experience with my hijacked discord account

Thoughout this documentation, I hope to be able to inform and reassure those who have unfortunately shared a similar situation to mine.

For more information reguarding a ‘recently’ resolved case, I recommend checking out this post: https://www.reddit.com/r/discordapp/comments/17we7zu/discussion_my_current_experience_with_hacked

 

3/3/2024, GMT-8 (4/3/2024, GMT+10) - Account Hijack

It was 12 am. I was in the middle of a DnD session when I fell for the "Please help me test this game I'm working on" scam.

My discord started bugging, and instead of going to settings to reset my password, I passed it off as a simple bug, tried to restart and lost access to my account.

 

3/3/2024, 11:51 PM, GMT-8 (4/3/2024, GMT+10) - Initial Ticket Creation

Upon realising what had just happened, I immediately created a support ticket.

 

4/3/2024, 5:15 AM, GMT-8 (5/3/2024, GMT+10) - Discord Bot Response

Clyde:

Hey Apollofu15,

Thanks for reaching out. We're sorry to hear that you're having trouble with your account!

If you are still able to log in to your account or are still logged in, we recommend that you please reset your password. This will log you out of all other devices and sessions to secure your account. You can find instructions to reset your password and tips on how to protect your account below:
Reset Account Password
Four steps to a super safe account

If you are having trouble with two-factor authentication/multi-factor authentication on your account, you may remove 2FA from your account by using the backup codes that you were provided by Discord when you initially set up the two factor authentication. We recommend you re-enable 2FA and save your backup codes as soon as you can.

If you believe you have been hacked and cannot access your account after following the instructions above, please reply to this message and provide details with how and when you were hacked so that we can investigate further.

Please note this form is only for hacked accounts. If you have any other questions or concerns, please choose the appropriate support form option for your issue and submit a new ticket here.

Sincerely,
Discord Trust & Safety

As I was awake at the time, I immediately provide details of the situation, with a follow-up ticket containing information about my account (username/ID, phone number, payment methods, 2FA status)

 

4/3/2024, 9:48 PM, GMT-8 (5/3/2024, GMT+10) - Discord Bot Response

I recieve a message from another bot

Obi Wan Kenobi: 

Hello,
 
Thank you for providing the information about your account.
 
We’ve escalated your ticket for the team to look into further. Unfortunately, we are unable to give you an estimate time of our response or answer questions about your account, but our team is actively working on these requests.
 
Please note that submitting multiple reports regarding the same issue may hamper our team's investigation into your report, and slows down how quickly we can help other users.
 
Thank you for your patience and a team member will get back to you when they can.
 
Sincerely,
Discord Trust & Safety

Which I respond to shortly afterwards, thanking them for the response.

 

7/3/2024, GMT-8 (8/3/2024, GMT+10) - Ticket Bump

I bump my ticket, sympathising with the discord team and the number of tickets they have to intake, while trying to express my concern for the users in my friends list, and hoping that they'd see my position and increase my chances of resolution.

 

7/3/2024, 9:38 PM, GMT-8 (8/3/2024, GMT+10) - 2nd Ticket Bump

I update my ticket with more information regarding my account - that being name and online status change

 

7/3/2024, 9:53 PM, GMT-8 (8/3/2024, GMT+10) - Hijacker Harassment

The hijacker adds me on my backup and proceeds to spam me with 'carla who', of what meaning I know not.

 

8/3/2024, 9:17 AM, GMT-8 (9/3/2024, GMT+10) - Forum Post Creation

I create this forum post. 

I plan to avoid further interaction with the hijacker and await discord responses, hoping that it won't take months.

I will update any progress as it occurs.

 

8/3/2024, 12:45, GMT-8 (9/3/2024, GMT+10) - Twitter Bump

I Direct Message @discord_support on twitter in hopes of getting a status update of ticket.

 

9/3/2024, 2:13 AM, GMT-8 (10/3/2024, GMT+10) - Twitter Response

@discord_support: 

Hello there. Your ticket is currently still open in the correct queue, and a Trust and Safety team member will get back to you as soon as they can. The team is working through these tickets as quickly as they can. I don't have an ETA at this time, but you should receive a response soon. We genuinely appreciate your patience and understanding in the meantime, and if you need anything else please let us know.

 

11/3/2024, 9:05 AM, GMT-8 (12/3/2024, GMT+10) - Twitter Inquiry

I DM @discord_support on twitter again in hopes that they'd be able to shed some light on how my mobile 2FA was removed.

 

11/3/2024, 6:41 PM, GMT-8 (12/3/2024, GMT+10) - Twitter Response

@discord_support: 

Unfortunately, our social team doesn't have any information regarding Discord accounts being hacked. That is handled exclusively by our Trust & Safety team for security purposes. I apologize for the delay in response to your ticket. Tickets are answered in the order they are received, the team will get to your request as quickly as possible. For security and privacy reasons, we’re not able to discuss account details from here.

 

13/3/2024, 11:53 PM, GMT-8 (14/3/2024, GMT+11) - 2nd Ticket Creation

I create another ticket to cancel my ongoing nitro subscription, to remove my payment methods from my hijacked account, and to speak to a support team member

 

13/3/2024, 11:53 PM, GMT-8 (14/3/2024, GMT+11) - Discord Bot Response

@Clyde immediately responds to me:

Hey there,

We’re sorry to hear about this situation.

If you have lost access to the email address associated with the Discord account you had described, we can look into assisting with any refunds that are eligible per our Refund Policy, removing your payment information, and canceling the subscription from the associated account.

Additionally, if you haven’t already, please provide the following details as we will need them to move forward:
- Last four digits of your credit/debit card:
- Date of most recent charge:
- Amount of most recent charge:
- Billing zip or postal code:
- Screenshot of this transaction on your billing statement:

On the other hand, if this occurred in PayPal, we'll need:
- Your PayPal account's email address that is associated with the charge:
- Date of most recent charge:
- Amount of most recent charge:

(If your PayPal account is associated with a different email, please submit a new ticket from the email associated with your PayPal account. To protect our users' privacy and security, we're only able to discuss account details with the email address associated with that account.)

Thank you, and please let us know if there's anything else.

Sincerely,
Discord Trust and Safety Team

I tell them that I don't want a refund, and only wish for the cancellation of my nitro, the removal of my payment methods, and to speak to a support team member.

 

14/3/2024, 4:28 PM, GMT-8 (15/3/2024, GMT+11) - Discord Response!

I get though to a staff member! 

Though it was from a different branch that handles financial transactions.

Mary (Discord)

Mar 14, 2024, 09:28 PDT

Hey there,

Thank you for providing the requested information. Upon review, I have canceled the subscription and removed your payment information from the associated account. 
 
Please note that the charge you indicated to us on your card ending in 1989 doesn't appear to be affiliated with our platform/app. I'm afraid that we won't be able to provide support for this transaction if this charge occurred outside of our billing system.
 
For reference, all purchases made within Discord will be labeled DISCORD* ItemName within credit/debit card statements (depending on how your bank renders this) and PAYPAL* DISCORD if completed through PayPal.
 
For more information, you can check out our Billing FAQ here:
https://support.discord.com/hc/articles/360017693772
 
I recommend reaching out directly to the vendor associated with this charge for further support.

Additionally, if you are still waiting to recover your account, please wait for correspondence through your other open ticket with our Account Security Team.

We apologize for the inconvenience here, but please let us know if you have any other concerns.

Best,
Mary

I thank them for their help, and try to raise awareness towards my account recovery ticket by stating that all I want is for my account email to be reverted and for a password reset email to be sent.

 

14/3/2024, 7:02 PM, GMT-8 (15/3/2024, GMT+11) - 2nd Ticket Closure

My ticket regarding my payment methods was closed. 

I had reopened it by replying to the support agent that was assigned to me, but it seems that they've closed it again.

Hopefully my request was read and considered.

12 days has elapsed since my ticket creation, no agent has been assigned yet.

 

25/3/2024, 4:58 PM, GMT-8 (26/3/2024, GMT+11) - New Activity?

I was just browsing the forums and conducting another ticket checkup when I noticed the ticket activity changed from 22 days ago to 5 hours ago(4:58 PM GMT-8).

Hopefully this means that someone has viewed it and that I will be recieving a reply shortly?

I was on my way to create another support ticket, but will hold off for now in hopes of a reply.

 

10/4/2024, 5:49 AM, GMT-8 (11/4/2024, GMT+11) - New Ticket Creation

I decided to create and submit another ticket seeing as it has been a month already with no response

This time, I tried to include all my info within the inital ticket creation (details of event, account ownership proof, discord pw emails, etc), as well as being more thorough with the details requested by the ticket.

 

10/4/2024, 5:49 AM, GMT-8 (11/4/2024, GMT+11) - Discord Support Email response

Got a entirely different ticket confirmation response from Clyde

##- Please type your reply above this line -##

Hey there,

Thank you for reaching out! Sorry to hear that you experienced this on our app.

**While our team investigates this, please read through the following points:**

1. If you created a new Discord account with the email that was previously associated with your hacked account, you will need to change the email on the new account to something else. That way the email address is available to be moved back to the original account.
- Follow the steps here to change the email address:
https://support.discord.com/hc/articles/4423385681175

2. Any unauthorized purchases on your account will be investigated and refunded accordingly.

3. If a new Discord account has been created without your permission using your email, please let us know right away.

4. Any updates or changes made to your servers, friends list, or messages are irreversible.

5. Double check and make sure all the information provided through the support form was accurate.
- If you are unsure about any of those details, please let us know in a reply.

In the meantime, please let us know if you have any questions. Our team will respond as soon as they can; we truly appreciate your patience.

Sincerely,
Clyde - Discord Support Bot

I replied to the email with a simple acknowledgement.

 

10/4/2024 08:09 PDT - Account Recovery

Holy miracle

Hello,

Our team conducted an investigation and have reverted your account back to your original email. We apologize for the delay.

During this investigation we temporarily suspended the account. You should have received an e-mail with steps on how to reset your password. Once you have reset your password, your account will be re-enabled.

Unfortunately, we are unable to revert any changes that were made to the account, such as changes to server permissions or messages sent.

If you haven't received the email yet, you can also use our forgot password feature available from the login page here: https://discordapp.com/login! You just need to type in your email address and then click "forgot password", and then you should get an email shortly with a link you can use to reset your Password! Here's a link with more information as well: https://support.discord.com/hc/articles/218410947

We recommend you make sure to have a strong password and enable two factor authentication on your Discord account! You can check out password managers like 1Password (Mac) or Dashlane (Windows) which make creating and storing secure passwords a breeze. Additionally, you can check out how to enable 2FA onto your Discord account through this link: https://support.discord.com/hc/articles/219576828

For future reference in protecting your account, here's some important tips to keep in mind:
 

  1. Be wary of clicking unfamiliar links (If you leave Discord by clicking on a link that brings you to an external site, it's possible that the website can access your personal information)
  2. Stay away from downloading unfamiliar files from anyone you don't know personally or trust!
  3. Group servers full of new people can be a great way to meet new people, but be careful about sharing personal information!
  4. Discord employees will never ever forever never ask you for your password or other personal information on text or voice chat.
  5. On that note, you can always ask us via Twitter or email if you're not sure. Better to be safe than sorry!
  6. Remember that any public announcement we would make will be broadcast across our official accounts, not heard second-hand!


If you have any questions, just let us know here.

Sincerely,
Discord Trust & Safety

Yup, I got my account back within minutes of sending in the ticket!

Thanks everyone who has acompanied me on this journey! I wish you the best of luck in your recovery process.

I'm always open to answer any questions you may have to the best of my ability.

9

Comments

152 comments

Date Votes
  • Alpha

    Hotaru 

    I honestly just want to speak to an actual support team member, and for this to all be over

    0
  • Rusty Ralston

    I'm in the same position as you, and I haven't heard back, haven't even gotten a DM on twitter.

    0
  • Angelina Garcia
    • Edited

    In the same position as you all are, I have only gotten a response from Grimmjow, but no estimated time when they'll be back with me. I have only managed to DM support on Twitter, but that's about it. 

    I was hacked back on March 6th by falling for a stupid scam about being reported falsely by a friend of mine before I got hacked but they got their account back the same day while I'm still waiting for mine. So odd how some mutuals of mine got their accounts back in a span of a day, but not mine. 

    Have also sent a sufficient amount of evidence thanks to my friends I got back in contact with an alt on Discord what my main account is doing with them with DMing the same copy paste crap about “I accidentally reported you” shtick from a fake member of support named “Clint Smith”. 

    0
  • Alpha
    • Edited

    Rozianist 

    Sorry for the delayed response.

    I read up on what's happened to you as a result of the hijacking, and I'm truly sorry.

    Has discord really not responded to you once at all? Even after everything that's happened?

    I feel like you're entitled to a complant DM to their main twitter, or some sort of complaint on better business bureau. There's also phone numbers to their office in CA if y'd be willing to try that.

    1
  • Rozianist

    Hi Alpha

     

    I tried DM them on twitter and they said they can't help with anything at all aside told me to wait for trust & safety team only, they told me to wait for that only and they won't talk to me via twitter. I send the paper of Police confirmation paper (Signed by Police col. ) and even the government official documents. Yet they still ignored. My account already been deleted 1 month ago, and the ticket still open. Terrible support.

     

    (Why would I use my work account to commit those disgusting act, I never once participated in that kind of stuff)

    0
  • Spock’s Friday Nights

    I got another bot response from Clyde today. The bot sent me the same message 3 times in the same ticket and keeps marking it as solved. 

    “Your account was disabled for violating our Terms of Service or Community Guidelines. We will not reinstate the account.”

    RIP old Spock's Friday Nights discord account and server. Seems discord was more concerned that I filed a chargeback with my bank instead of investigating that I was hacked. Basically, having nitro with your credit card is plainly not safe on Discord unless you have 2FA with Paypal. Do not put your credit card because it is VERY vulnerable even though it states “Your payment methods are encrypted and stored with a secure payment processing service”. Don't get comfortable with Discord. 

    0
  • Alpha

    Spock’s Friday Nights 

    Oh yeah, Discord hates chargebacks, and will just suspend your account for some reason if you do.

    I'm not sure what to exactly do about that, maybe try sending in a ticket to their billing department and explain that your account was suspended after a chargeback?

    0
  • Spock’s Friday Nights

    Not a bad idea. I will give it a shot! Wish me luck. I hope I still have enough time before my account is deleted. 

    0
  • Alpha

    Spock’s Friday Nights 

    Good Luck.

    0
  • Angelina Garcia

    The hacker has taken over a friend's account trying to name it as theirs, but they haven't seemed to touch mine anymore. My account's been dormant for the last couple of days, nor have I heard any more reports of it sending suspicious messages, so hope the hacker already long abandoned it. I think my constant warnings I sent to everyone close to me helped, only one got hacked unfortunately, I hate to see what damage is on it if I ever return there. I just need my regular email back on the account and reset my password. 

    Still haven't had a proper response back though, Done Twitter to DM Support on the site but no response yet. Sent a few more evidence via my email in response back to them. Dreading how long it'll even take for myself to get back on there so I can be with my friends again and whatever cleaning I need to do. 

    0
  • GreenWingSpino

    Oh, from my main I finally got access in and found my tickets I needed to be looking at from my regular email. 

    Still say open though. 

    0
  • GreenWingSpino
    • Edited

    Same here! I had activity on my ticket this past Sunday at 4:25 a.m. March 24th and recently as of today March 26th at 5 hours ago at 3:50p.m. for me too. I hope it means something good soon like a response from whoever may be on the case and hopefully the same for you too, Alpha. 

    I haven't filed out a new ticket or a reply via email so I hope I have someone looking into my case currently. It would be a miracle before the end of the month. 

    0
  • GreenWingSpino
    • Edited

    Bad news, they closed my ticket and gave me an automated message. Good news, I filed a new one out with details all in and got assigned to Nelly immediately. 

    0
  • Alpha

    GreenWingSpino 

    Why was your original ticket closed?

    0
  • GreenWingSpino

    Yes, I did a new one  after my original one closed and have been assigned to Nelly. From some experiences from Nelly on the forum is she a bot or a human? Also is she any good, getting concerned about the posts I've seen about Nelly. 

    0
  • GreenWingSpino
    • Edited

    @Alpha I honestly don't know why they closed my original ticket. But only sent me this.

    1
  • Alpha
    • Edited

    GreenWingSpino 

    Nelly is a bot. Support staff assigned to your ticket are displayed on your ticket status and will sign off their responses with their names.

    The automated response mentions support that was provided before. Was there any? If so, what did it entail?

    0
  • GreenWingSpino

    Just only that nothing else and marked my ticket as “solved” from Discord Trust and Safety, I didn't see anyone assigned on my last ticket only just it had activity on it twice before I got that response. 

    Nelly appeared on my recent one but disappeared off which I hope is not concerning or at least I hope to get someone on my case. I gave them the information and evidence needed. 

    0
  • Alpha
    • Edited

    Was your account disabled after it got hijacked?

    Reply once to Nelly if you haven't already. What you're hoping for is an automated message telling you that your case has been escalated.

    0
  • GreenWingSpino
    • Edited

    Maybe since it has been dormant since the 18th. I have replied to Nelly about it that I cannot get in and what you said to me thinking about it now. I have sent 4 replies, but will stop and wait for a reply from Nelly or if someone gets onto my case to escalate it. 

    0
  • Alpha

    You'll just have to wait then

    0
  • GreenWingSpino

    Replying on your ticket via email or on Support puts you back on the back of the queue right?

    0
  • Alpha

    Not if you only do it once

    0
  • GreenWingSpino

    Have only sent 4 replies about not being able to log back in, redirect me to Security if they see the suspicious messages. Even if I still enter my phone number to do a password reset it'll still inevitably redirect to the false email address, and sure it could be disabled since the 18th of March. 

    I will not send any more replies and will just wait now. 

    0
  • Moonstone Games

    Well, it is official. They have waited so long to help me that my account is deleted.  I probably will never get my account back because of their inability and lack of support.

    0
  • GreenWingSpino

    Update: Got my ticket escalated from Potaro. God, I hope I get something resolved and will not send any more replies. 

    0
  • GreenWingSpino
    • Edited

    I'm sorry to hear Moonstone… 

    It also doesn't help with the layoffs back in January. Sucks to really lose your account to hacking long after that happened. I hope I have mine back in time and I don't even know if my account is disabled or inactive since it's been like that since the 18th of March. 

    0
  • Kamilamiron17
    • Edited

    Hi, everyone. I’ve been tricked with “reported account by mistake” bullshit and now my discord also been hacked. I see that so many people being ignored by discord also. Can I leave a comment here so I can read some update from you guys? Because I still hoping the discord will do something. If they’re response to your problem, at least I see some hope.

    My ticket escalated by bot named Grimmjow. I hope it’s not the end

    0
  • GreenWingSpino
    • Edited

    Kamilamiron17  Sure that's okay, Still waiting on mine here. I had someone check in on my ticket earlier like some recent activity back at 10:12 a.m. but still no response. I always wonder if there's a human or a bot looking into mine. I hope they get mine done asap hopefully yours too if you already made a ticket. 

    I got my ticket escalated the other day by Potaro. 

    0
  • GreenWingSpino

    Grimmjow was the last one I got escalated by but later they had to close my ticket without anything getting resolved. 

    Someone said Potaro closed their ticket after 2 days, but I have been so far lucky after two days. 

    0

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