Hackers can respond to support tickets
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You would think if it was reported hacked, they would only respond via email only till it's resolved.
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You would think, right??? This is such a security issue it's insane.
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And to be 100% clear for anyone reading- I mean THIS SITE as their help portal. If you report a hacked account, replies should only go to the email address and NOT show up as a ticket here for hackers to exploit.
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I also looked into how they manage to get past a 2FA and change my password with out me getting a email about it, they snagged my auth token. ( It's extremely easy ) I'm extremely disappointed with discord on how easily it is to get a auth token and just to silently login to someone's account without them knowing. Discord support has said nothing at all in my ticket. But they are more than happy to close a ticket when the person who has my account says "problem solved"
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That's EXACTLY what they did to me. I had 2FA on my account as well. What's insane to me is how many people are reporting this to discord and they're not taking action. There have been multiple people on Twitter with the SAME story of how the hackers bypassed security and closed their help tickets.
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Yeah and they need to change the because it makes no since but also imagine them responding to your tweet just to ignore you in the DM's as well. Keep up the good work discord .-.
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They did me the same way. I got one reply saying they'd try and answer my questions and haven't said anything. I am so concerned that the hacker has access to my help ticket through this site- before I realized I had already sent even more personal information. It's absolutely insane. If I was in the UK this would be a GDPR issue. Makes me wish I was so maybe they'd take this seriously.
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I'm in the UK and I've not heard back any updates on my ticket. I have to reach them out through my alt account to get a response because I'm essentially being ignored. I've mentioned that this will lead to a breach of privacy, but all I hear is silence on this matter. They said they were approaching this systematically, but a friend who was hacked because of my hacked account was able to get their account back in just 9 days meanwhile, I'm close to a month of waiting.
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@Jenn start telling them it's a GDPR issue and link to what that means in your support ticket. Because imo this is. When a hacker has access to your help ticket info they can steal even more of your personal information.
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The GDPR penalties can be steep and even if discord isn't a UK company you should still be protected by this law.
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Lol I tried sharing the GDPR link and it flagged my comment as "pending approval" 🙃 Anyway, google it in the meantime I guess
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I finally got a response from a support staff member, along with I seen the person try to have the ticket closed. Make sure you list it as account hacked and state clearly with proof ( if you have it) of the person admitting they will attempt to close the tickets.
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Well that response was short lived, they haven't responded back with anything at all. Seems like it was a copy / paste and off to lunch and forgotten about.
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Yeah same. I kept getting copy/paste replies about privacy and they can't help me on my alt. I know CS must be busy but I wouldn't be this aggressive about wanting a reply if hackers couldn't close your help tickets.
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I'm being aggressive as they just keep posting on the tickets, just remind them that if it doesn't come from the email attached to the account. Do not close it, it's that simple. It doesn't take very much for it to click with a normal support member to go oh hey, this persons attack is hacked. I should do something.
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Sucks they won't help you through your Alt. account. They responded to my alt faster than they did with my original ticket, but they can't provide details or help since it's an alt.
They did confirm my original ticket was still opened, but still so many questions left unanswered like, do I still see updates through original email or is it all being sent to the wrong person?
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That was bummer, my main account still got compromised and my original ticket still here.
It's been 1 month and the 2 weeks since I got out words by discord support from my gmail or email then it has no response.
I'm absolutely not happy with discord and the customer support.
We should get rid of token from element inspects
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I got a reply on my original ticket that literally was asking for how my account was compromised AGAIN. I already gave them that info. It just feels like they intentionally don't want to help me. I get that I've been vocal on social and here about this but it would be messed up if that actually affected the quality of help. Sounds like a lot of us are in the same boat though.
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Just got a reply giving me the opportunity to reset my account. They've reset the contact e-mail but didn't remove the hacker's 2FA. Hacker caught wind of it and changed it back. Also, it's possible that a hacker can register a new account with YOUR email and change it to hacker's email. This could throw off support.
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That is absolutely insane. Why wouldn't they remove 2FA as well??? 😔
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The thing that is crazy to me is that even steam which has been around longer will remove your 2fa but if it happens to you to many times it wont. Discord needs to learn how other huge companies do things in the gaming community.
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