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
  • Kamilamiron17

    3 days ago I make 6 tickets in total, but the one still open is my first ticket. They said I should waiting for the response. But one of my ticket that says have been solved have the last activity one hour ago. Can someone tell me why? They didn’t even response to my opened ticket yet.

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  • GreenWingSpino
    • Edited

    Kamilamiron17 I think since you opened 6 tickets there should be only 1 you should've done as they do say with the bot that escalates your ticket to Support “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.” which I believe they think you are spammed too much. I have about two open ones, but the first one made was I had thought at first my account was accidentally banned before I realized the further situation I was in which I had been scammed and hacked. I've left it alone ever since, and my second one is about the “Stolen account” situation. 

    I have had done the same mistake before of opening 15, but luckily, I have a new one up I made on March 27th that I am not going to risk chances by replying a ton. I have sent one at a time and gotten so far some activity on my current one. 

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  • Kamilamiron17

    Gangeline74

    Is there an option for stolen account? Because I input with hijacked account.

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  • GreenWingSpino

    Kamilamiron17 Yeah you got that correct putting your situation with “Hacked/hijacked account” Have you provided at least enough detailed information about your situation alongside any evidence you have? 

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  • Kamilamiron17

    Gangelina74

    I didn’t first because I was in panicked. But I send the picture for evidence on my reply. I did reply that ticket three times. And after the third, the Grimmjow bot response that they have escalated my first ticket.

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  • GreenWingSpino
    • Edited

    Kamilamiron17 Yeah best to send your other evidence in on your reply if you have any further information. I did three replies on mine after submitting my ticket in, so I think it should be cool, as I got my ticket escalated the next day from Potaro. I kind of sent out three more afterward and got at least one bit of activity so far. My 6th reply was evidence about the scammer who kicked me out of my own account what little I got and at least had some friends help to give me some evidence of my main account sending them the same scam message off an alt account and monitoring my main account. 

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  • Kamilamiron17

    Gangeline74

    Was that your ticket that being solved?

    You know what? My ticket that the one I told, one of my ticket that being solved with response was asking me “How would you rate the support you received?”…. My dear discord support team, you didn’t even help me through that ticket. 

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  • GreenWingSpino

    Kamilamiron17 Not yet, My last one had the Beyond our original support regarding this issue, we're unable to provide additional information or support via this channel. message, so I made a new one as a friend of mine and others suggested. 

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  • Kamilamiron17

    Gangelina74

    So now you didn’t use your email that last connected to your discord to send ticket? Will the discord really response? If they does, I really want to send another ticket with another email.

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  • GreenWingSpino
    • Edited

    Kamilamiron17 Oh no, I did use my email that was connected to my Discord to send the ticket to let them know it was on the account before including additional information about what they need to look into the message history. I've not had much luck on Discord really responding to me yet, just only activity on my ticket at various times like the morning hours, but no telling if there will ever be a response. 

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  • Kamilamiron17
    • Edited

    Gangeline74

    I see. 
    Oh, and after I reread your replies, it seems you also scammed by bot users named Clint Smith? It’s the same scammer that scam me. We’re in the same boat buddy. Also, may I know how you explained your situation in your last ticket and your closed ticket?

    And, I hope you can tell me if you receive any response from the discord so I can gain some hope T_T

    Also, I really desperated after my discord got hacked. I almost did the same stupid thing with dm a hacker. But when they asked me my email, I got scared and not giving them my email. 

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  • GreenWingSpino

    Kamilamiron17 Yes, same here was also scammed by someone impersonating Clint Smith. Indeed, I have also explained my situation with my current ticket I still have opened, and the one that is closed. 

    I hope to receive a response eventually from a member of Support that will tell me they disabled my account, restored my email back on there, and give me a password reset link. I just don't know when though, since they didn't give me whenever they'll be back, but I hope it's a lot sooner. Hope you get lucky too. 

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  • Kamilamiron17
    • Edited

    Gangeline74 

    Yeah…. I really hoping they will response us. They didn’t reply to my twitter and facebook either.

    0
  • GreenWingSpino

    Same here, I tried Twitter, but no response from them.

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  • Kamilamiron17

    Gangeline74

    May I ask how many ticket did you send? 

    0
  • GreenWingSpino
    • Edited

    About 18 tickets but they have all since been marked as “solved” with no resolution… 

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  • Kamilamiron17

    I see

    Let’s wait and pray together buddy

    1
  • Kamilamiron17

    Bad news. Their bot send me “Sorry to hear that you’re having trouble signing in to your Discord account” and then closed my ticket. Now I have to make a new ticket.

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  • GreenWingSpino

    Same here, sent a follow-up, and they've been looking at my old tickets and marking them with “This request is closed for comments. You can create a follow-up” which I do not know what that means if they're looking into me and are just going to do one where they can directly reply to me. 

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  • GreenWingSpino
    • Edited

    At least my follow-up ticket hasn't been shuttered by Nelly which is a new record and was escalated by Potaro again. Hoping they also mark the rest of my tickets with the views and the “This request is closed for comments. You can create a follow-up” on them, which I think indicates they are trying to narrow down my tickets. I also mentioned the fake Clint Smith in my last one which I hope helps as another user who got their account back advised me to do. 

     

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  • GreenWingSpino
    • Edited

    I managed to successfully help a user who too was hacked yesterday from Reddit and walked them through the steps to get their account back, and then just today they got their account back miraculously. I would think has anyone provided their password and their phone number on your own ticket? I would think I could suggest you can do that, so Support can see you clearly. 

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  • Kamilamiron17

    GreenWingSpino 

    Oh dear…. So I have to wait until my ticket closed so I can make another ticket? Huhu…. How many more centuries I have to wait…?

    0
  • GreenWingSpino

    Kamilamiron17 Maybe until they mark it as “Beyond support” deal or the “Request is closed for comments” My follow-up ticket is still up luckily and provided some further information in it like my password and phone number. I would suggest it can help in recovering your account. 

    0
  • GreenWingSpino

    I think what is preventing me is the “Was I accidentally banned?” ticket I have still Open for some inexplicable reason and need for it to close. 

    0
  • GreenWingSpino

    I made a new follow-up ticket after my last one was marked as “solved” without even getting solved again. But the new one surprisingly didn't have Clyde automatically respond, and an hour later got the ticket escalated from Bell Pepper. 

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  • GreenWingSpino
    • Edited

    Good to see you got your account back, Alpha. Hope everyone here and I have a chance eventually to get our accounts back. 

    I made a new follow up ticket which surprisingly didn't have Clyde respond and an immediate ticket escalation an hour later by Bell Pepper. I hope it means something good for as I've read up it's a good indicator that it has been put into the higher ups of Support to treat my case seriously which I hope that is true. 

    May I ask how do you prove an account is yours? Like sending in a screenshot of what your account looks like? I still can see mine and have the tag number next to it what it's going to look like. I also added in my details of my account about what my email was on there formerly, password, tag number, User ID, and phone number on the current ticket. I have alongside a timeline of when I was hacked and when my account went dormant detailed in. 

    1
  • Alpha

    Hey GreenWingSpino 

    I'll just show you what I sent in my new ticket

    To whom this may concern.

    I fell for the "Try my game scam" on the 3rd of March 2024

    I downloaded and ran a program from a friend that I did not know was Hijacked at the time, and was token logged as a result.

    The hijacker has changed my password and email associated with the account, and disabled my 2FA.

    I have proof of the emails from discord that were sent to spam and deleted from my inbox by the hijacker, which I will attach below.

    I also have proof of the hijacker sending me emails and discord dms asking me for a ransom in exchange for my account, which I will also attach below.

    I have since secured the email account associated with the discord account.

    I sent in a support ticket before requesting for the removal of my nitro suscription and payment method, which was successful. I didn't ask for any refunds. Ticket ID: 

    Proof of ownership

    - Username: 
    - User ID: 
    - Attached Phone Number: 
    - Previously attached payment method: 
    - Attached Steam account: 
    - Attached Youtube account: 
    - Attached Twitter account: 

    It would help if you attached screenshots of the emails sent by discord of the hijacker's activity on your account (email change, pw change, etc), as well as any coersion attempts made by the hijacker

    Also, apparently discord staff work at nights? So monitor their twitter accounts, and try to make something happen when you notice recent activity. At least that's what I did.

    Good luck.

    0
  • GreenWingSpino
    • Edited

    Luckily, I don't have any past Nitro payments or my card on the account. Just only email and password change, and they only messaged my friends with the scam messages using my account up until March 18th. 

    But I will do a follow up message since it's been two days for me with the social media accounts you mentioned as proof of ownership. 

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  • GreenWingSpino

    Also, how did you get the different response from Clyde? Was there anything specific you put down, filing out your ticket, before you put in the description and evidence? 

    Should I open a new ticket with my follow-up one that is still currently open, or wait for something? 

    0
  • Alpha
    • Edited

    I just made sure to fill out the ticket entries as best as I could

    Suspicion of how you believe the account was compromised

    I downloaded a file

    Did you receive an email from Discord explaining your account's associated email address was recently changed?

    Yes

    Maybe wait for activity on their twitter account before doing something like that

    0

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