Advice Request on Hacked Account Recovery with Discord Support, issue is marked as solved when its not.
Hi all, I would just like advice on what to do to potentially recover my hacked discord account.
10 days ago, I fell for the "I falsely reported you" hack and ended up changing the email in my discord account and got hacked. I immedietely sent a support ticket to discord explaining the situation. A day after, they sent me a response saying that they've escalated my ticket to be investigated further by the team. But then today I got this automated response:
" Beyond our original support regarding this issue, we're unable to provide additional information or support via this channel. If you need support on other subjects or situations, such as requesting to delete an old account or additional tips for setting up a new account, or questions about logging into the account, you can explore our Help Center here. "
The ticket got marked as solved, and being concerned about the progression of my issue, I sent a response saying that I would like to keep the ticket open because I still haven't recovered my account, the hacker is in fact still active on my account attempting to scam others. But I refreshed my page and the ticket remained marked as solved.
Do any of you guys have similar experiences with discord support? I'm really not sure what to do from here. Earlier in their first response, they warned me saying that opening up the ticket will slow their response and ability to help others. But at the same time, I'm very concerned by the fact that they are telling me that they are unable to help me in this ticket and that they marked the issue as solved when it isn't.
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Yeah I am getting the same issue too
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Having the same issue as well. I sent a direct message to discord support on twitter about this, but I have not heard back from them yet.
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I've resorted to trolling their twitter accounts, making joke comments on every reply/post they make. It at least makes me feel better.
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2 months ago I got hacked by a fake game scam and the hacker enabled 2fa. Sent in maybe 6 tickets, one is still open but I haven't gotten a response while all other have been closed. the hacker is unable to change email but since I didn't have 2fa enabled before I don't have any codes or anything I can use. I've seen that discord is able to at least from a few sources remove 2fa but it's the fact I've been getting heavily ignored by now. I sent a message to discord support yesterday but I haven't heard back from them in that regard.
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I think I fell for the exact same scam.
I am extremely disappointed in Discord's Support team. They are absolutely dreadful. I've sent multiple reports about this and most of them have been marked as ‘closed’ with no explanation.
I feel frustrated, annoyed, demoralised, and I'm not sure what to even do at this point or who I can complain to or trust.4 -
Oh my god same thing with me. Same try my game scam and discord support marking all my tickets as solved and I’m met with silence. My email is still tied to the account but I can’t change the password because it isn’t my 2FA but the hacker’s 2FA. They kept me waiting for a month with radio silence for my first ticket. This sucks so bad.
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Same issue here! I've seen a lot of people on reddit say they've gotten their accounts back without issue, why is support being so selective? It's the same problem, we all deserve the same amount of help.
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Yeesh I'm sorry to hear about all of you not getting help. I've unfortunately just am left to hoping that the account will delete itself in hopes that the hacker is not using it anymore, or that I get a response to just delete it. I hope you all can at least get a response.
It's just sad since I've had that account for 7 years and it has a lot of friends and old art concepts I never got to finish. Hopefully Discord gets a wake up call soon.0 -
okay update!! very important!! i had the same issue as you, until i made my THIRD ticket - and changed the reason of “how i think the acc was hacked”! I used “i dont know/ im not sure” instead of “i clicked a link” (which is far more accurate), and I got my account back in less than an hour.
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wait no i meant that “i clicked a link” is the accurate reason HJFDK sorry english isnt my first language
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@ZendPixie
Interesting. Did you say whether or not you received an ‘email’ from discord that your login email had been changed? Do tell us more!0 -
BatHunter🦇🎧
I did yes! at first i was embarrased to admit it since part of the scam was making that email change be YOUR choice, but you have to be SUPER honest in a ticket. so i picked “yes” for receiving an email on it being changed. then, after sending the ticket, i got a different clyde bot than on the “im not sure” option for the “how do u think the acc got hacked?” window! this one DIDNT automatically close the ticket, and instead told me a couple things to clarify - if i made a new account with my original email, or if anyone else did. i said no to both, and then an hour later - i get an email from nelly telling me they temporarily suspended my account until i reset my password. i did, marked the ticket as solved, thanked them, and im now back in my own shoes :)
disclaimer though! this clyde bot does NOT appear in the ticket thread here!! only on your email!! so reply to clyde from your email, and then the rest of the thread u can respond to on support.discord.com
hope this was helpful! if u have any more questions let me know. i see a lot of people not report back that they were helped after complaining online, leaving a lot of stress in others affected. id rather help where i can if i got to join the lucky couple haha
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Did the hacker enable 2FA when you went to reset your password? I remember doing that and discord support asked me to login and remove the 2FA or get backup codes when “I set the 2FA”. I obviously couldn’t do that since I didn’t make the 2FA and when you make a new 2FA old backup codes don’t work anymore. I couldn’t change my password because of this 2FA and then discord support set my ticket as solved. Even though it wasn’t.
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ZendPixie
I tried doing exactly as you did, and sadly, my new ticket was automatically marked as ‘solved’ within 10 minutes, even though nothing actually happened. So, same as usual for me.
I did get a slightly different email in response though, which was interesting.
But… I guess I'm going to have to wait months and months until either my bank account has been completely drained of all it's money, or the hacker's decided to delete my account, or I decide to close my account–whichever one comes first.0 -
BatHunter🦇🎧
hmm…odd! Did you reply to the bot with all the relevant info it asks you to provide (like if someone already made an account with your email or if you did so yourself)? Replying to clyde almost always re-opens tickets. Support's work hours are from 9am to 6pm Pacific Time, meaning they should be more available in about an hour or so. Try again! Be persistent, and DEMAND help from a human support member! My process was a lot of trial and error as well
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Hey, so good news I actually got my account back.
It took…stupidly long but I ended up asking for them to remove 2fa. I know this doesn't work for everyone and I'm not sure why or what occurred, but try asking for them to disable 2fa and that you'll enable it asap. If they keep closing tickets, try opening another. Again, as someone who's tickets, all except one were getting closed, I'm not sure what or why they decided to do it now. I pray you all can get your accounts back.0 -
Yo ZendPixie, how do i respond to your “Idea” of the faster discord submissions?
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Yeah that would be really helpful to know
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when I try to login in my account dont work but when i try to recover my password by e-mail it says my email does not exist this is hapening with someone too ?
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My ticket was just closed after it was opened 6 days ago and left me waiting for days only for it to be marked as solved without any progress.
I need the email to be changed back to normal and for the password to be able to be reset.0 -
BatHunter🦇🎧
Perhaps the reason why your ticket was automatically closed without any explanation was because you already had another ticket open.
In my experience, sending in another request while still having another one open (especially if it had been escalated) will lead to that new ticket being automatically closed by a bot named Nelly.
You'll need to wait for the Discord Trust & Safety team to “solve” the ticket you sent prior before making a new one.
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ZendPixie
Well done on getting your account back 👍
I also fell for a “falsely reported" scam, so I'd like to know: besides ticket details, what other information would you recommend adding to the report description?
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I ended up sending in a third ticket after my first and second ticket got marked as solved after receiving the automated message. Then my third ticket just got auto marked as solved. Is there a point in sending tickets again and again to just get automated messages or is it time to just give up and hope discord is getting to the issue eventually?
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i still have the same problem as u guys someone got there acount back ?
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ZendPixie I fell for the ‘’I mistakenly reported your profile'' scam and I've raised like 7-8 tickets already and they're getting marked as solved within 24 hours (note that I'm raising them one at a time , not multiple simultaneously) . Is there a reason why this is happening ? I've given everything they could want as proof , with screenshots and what not to make a rock solid case .
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NeonGameboi
most i can say is you need to DEMAND human staff, be short and to the point (no sob stories! the longer, the less likely theyll read it sadly), use the “i clicked a link” reason (im aware they recently added a new one for this specific scam but it doesnt work either), and make it clear that all you want is for the email on the old account to be changed back to what it was - i.e., the email youre writing the report with (they have it in their database history, dw - theres proof of you using the account). If all goes well youll get a clyde reply that will ask you a couple questions. Answer them, demand human staff again but thank them for their time, and then after a while you should get a more human staff bot (nelly for example) saying your old acc got temporarily suspended (to kick the scammer out) until you log back in. the ticket's format will then change into an appeal but dw- you dont have to actually appeal anything, its all automatic and just happens due to the temporary suspension.
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Vamsikrishnakrishnaraj
I realized I was insanely unclear in my original advice reply - apologies! You need the reason for the hack to be “i clicked a link”! this is crucial, its the only one that works. demand human help, and be short and to the point! no sob stories! theyll ignore it if youre writing essays sadly
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ZendPixie Wouldn't that be lying ? Because I was fooled by someone impersonating Discord staff to give up my login credentials , rather than clicking on a link . And if that is the choice that I need to take , could you give me a gist as to what I should say to describe how I got hacked ?
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ZendPixie
Thanks for the advice. I tried your method once, but it didn't work out well.
Although, Trust & Safety added a new reason ("I was tricked by someone impersonating staff"). I used this reason and in less than week, they helped me get my account back. I'll send important details of my report in case others need some help.
In the report, I mentioned that someone impersonating discord staff convinced me to change my email address to [hacker's email address] and that he also held my account on a $300 ransom which according to him, I needed to pay in order to get it back (It's extremely important to mention this in the report). As an extra, I also mentioned the hacker's new and old usernames.
Unfortunately, it's crucial for users to show proof when it comes to a case like this, so what I added were screenshots of the first messages between the hacker and I (more specifically, the hacker introducing himself as discord staff), another screenshot of the conversation when he convinced me to change my email address (I constructed this screenshot myself from memory, 'cause it wasn't in my gallery), a screenshot of the $300 ransom (the reason why it's important to mention AND send proof of this in your report is due to the fact that selling accounts goes against Discord's TOS, so information like could be alarming to the Trust & Safety team). For this, I just used a screenshot I found on Reddit. Lastly, I faked a conversation with the hacker regarding the ransom and used this as a screenshot too. I also added a screenshot of the hacker's current profile (username, profile picture, about me, etc.)
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NeonGameboi
Mate I have chosen the exact same reason as you did , which is ‘’I was tricked by someone impersonating discord staff'' but I don't have the screenshots of my conversation between the hacker and my hacked account . And unfortunately I have raised 10-12 tickets all of which have been marked as ‘’solved'' without any explanation or solution whatsoever .The screenshots I attached were conversations between him and my alternate account but he clearly addresses me in the text messages with the same name as my hacked account . Is this the reason why Discord is ‘’solving'' my tickets without explanation ?! I was logged out of my account when the hacker told me to change my email address , so how can I get screenshots of my conversation with him and my hacked account when I can't log back in ? Please help me here , I suffering the same issue here since past 2 weeks !
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