Documentation of my experience with a hijacked account [SOLVED]
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 accountIf 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/44233856811752. 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:
- 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)
- Stay away from downloading unfamiliar files from anyone you don't know personally or trust!
- Group servers full of new people can be a great way to meet new people, but be careful about sharing personal information!
- Discord employees will never ever forever never ask you for your password or other personal information on text or voice chat.
- On that note, you can always ask us via Twitter or email if you're not sure. Better to be safe than sorry!
- 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.
-
Moonstone Games
I'm genuinely sorry that you've had to wait for such an extended period of time.
Personally it's been quite stressful, seeing how discord was my main social platform.
The only responses that I got were the automated one from Clyde, the escalation message from Obi, and the twitter ticket status update from discord_support.
I don't know if they were from actual staff or not at this stage.
Out of curiosity, approximately when and how long did it take for you to receive your escalation message after you had replied to the automated bot message?
2 -
It was about 1 day after the bot message but then nothing after that.
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Hi there. I am in the same position as you. It all started March 5th at 5:39pm when I was reached out by one my supporters via DM. It was a "try my game" malware scam which I unfortunately fell for along with 10 other of my friends. I have all of the evidence of the hackers messages and people backing me up. I have not received any other message except for Clyde. I have not gotten any email from someone saying they're escalating my ticket. I assume they're getting a lot of requests and I understand, but I am afraid of my data being deleted within the 14-30 day span. I too am hoping discord sees my friends list and my server knowing how important it was to me.
My support ticket is #43676737. Please, help me and Alpha. This has affected a lot of people.1 -
I also face the same issue, my ticket were still left open even after my account has been deleted. Hacker secretly token access my account and used my account to spam post illegal content, get me disabled and deleted with possible on watchlist. (Lost 1 years worth nitro and my IRL work).
Alpha
Welcome to hard truth of Discord Where Discord support doesn't give a [Redacted] even you pay nitro or has no history of violating TOS, zero tolerance my [Redacted]
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At least you got a response. I've been sitting here for over three weeks now, waiting for them to do anything. I'm in the same boat…. I even got the escalated message and talked to discord_support, all saying the same thing.
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This happened to me today. Same scenario, in fact the “game” they have you open is actually ransomware and does more than access your discord. I had the guy using my browser session deleting emails from discord support as well as soundcloud trying to cover up his tracks. Once I noticed this i pulled the plug on my pc, reformatted everything. Antivirus will not detect anything unless you have something that excels in zero-day exploit protection. This is a serious issue and just goes to show how terribly insecure your discord account is if it can be manipulated through a running process. To add some icing on the cake, they continued to use my account with my linked paypal making nitro charges until my paypal called me and blocked the charges. Not a peep from discord, and my account is still active and on a rampage. At this point discord is complicit with these criminals.
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Tcresine
Yeah, not sure when they'll address the token vunerabilities or the lack of support.
I think I got lucky and my hijacker only used a token logger/session stealer, as none of my other accounts were touched.
I've since wiped my browsers of sensitive data, moved logins to BitWarden, switched over to session keys over mobile 2FA, and am utilising 3rd-party software to wipe and store my discord token in an encrypted location.
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Alpha I am doing the exact same with 2FA LMAO. That's crazy. Yeah I think I got lucky too. He only stole my discord password to charge $100 on nitro using my payment method. I had the charge reversed by the bank which is why I think Discord is not giving my account back. God knows how many other people were scammed.
1 -
Alpha may I ask how you're making your discord token more secure? I would love to do the same.
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It's pretty ridiculous that a company that's about to go public has this much trouble identifying and preventing privacy threats as blatant as this one, tailored and targeted to their customer base and leverages their own platform from start to finish lol.
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Alpha I got an escalation from the bot Grimmjow and then another escalation from a bot called Nelly the next day. That's about It.
And yes they don't reply to anything, I have tried since the 9th last month on getting In contact with them on twitter but to no help. But tbh the more I research the more It wouldn't have mattered, as the social team on facebook said. The social teams have no power over peoples accounts nor can they share any info regarding actioned accounts ( as In you made a ticket for a hack or of the sort ).
They will just tell you to be patient and that you'll get a reply soon, by soon they mean whenever they get to your ticket In the queue. It could be 1 week and It could be 3 months It all depends on how many tickets they have to go through in that category.
Looking at my own reply time so far I'd say they are pretty filled up on tickets these days and even more now because of all the automatic bans that started happening a month ago.1 -
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 -
@Alpha I honestly don't know why they closed my original ticket. But only sent me this.
1 -
I see
Let’s wait and pray together buddy
1 -
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 -
I already did that before but still got the same response and then they closed my ticket. I didn’t link any social media to my discord because I also got hacked in the past but fortunately they didn’t change my email that time. What should I do next if they still closed my ticket?
Also, they delete my phone number that link to my discord.1 -
I have just sent in another ticket, and this time around Clyde bot sent a different message than my previous two attempts.
1 -
For my 3rd ticket I just followed Alpha’s example for the ticket, with my own spin in it. I provided images of discord confirmation req the hijacker requested in my email saying I found it in spam folder. And a bunch of images of my friends being affected. Also clyde bot’s message went from “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:” to “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:”. Which i assume means I am going to get help soon from actual person. I got my response from Nelly about my discord matter being investigated and it gave me my acc back. I didnt think I would get help this fast though.1 -
As for the automatef message that closed my previous tickets that sounds about right. Hope you also can resolve your issue soon Blaze106
1 -
So long story short I got manipulated and hacked and they have hijacked my acc, I made a ticket and I got the automated response from Clyde. After a couple days went by I made another ticket after seeing this post and tried to get my nitro cancelled, the support guy didn’t help and just marked it as solved so I made another ticket for help and support to make a inquiry about my ticket as no one was assigned to it, they just kept marking it as solved and I gave up and made a new hacked account ticket, I got the different response stating that they are getting a team to investigate but it wasn’t in the ticket it was only in my email, I also wasn’t able to fill 2 options out I could only pup if I got the email to change, I’m not sure what’s going on and I’m riddled with anxiety as the hacker is messaging my friends trying to hack them. @alpha
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Moonstone Games
Same case here.
Just really hoping that I get lucky or something…
Have you tried bumping your ticket yet? Its been way longer than a week.
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Spock’s Friday Nights
From what I have gathered, Discord stores your tokens in %appdata% within the Local Storage and Session Strorage folders, which the token loggers supposedly read from.
I'm using a DiscordTokenProtector by andro2157 on GitHub, which wipes the Local/Session Storage folders and moves the contents to an encryped location.
You can read more on the GitHub page, hope it helps!
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Tcresine
Eh, I won't pretend to understand any of the corpo stuff, but hopefully once the public is involved, flaws like security and support will be forced to be addressed.
Other than that, there aren't really any social platforms quite like discord out there, so y'd say that they kinda are on top of the competition.
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Update on my end:
The hacker is still joyriding with my account almost 24 hours now and contacting my friends that I was able to warn in advance. I've sent screenshots they took and provided to discord support case. Haven't received a response from a human since the case was opened, security team hasn't even batted an eye at the situation if they're even aware of it. Pretty sure the security and support team at Discord are just a bunch of Carl-bots with human nick names at this point. I'd love for someone to prove me wrong lol0 -
It's been 10 days since discord support's last response to me.
Honestly have no idea what the hijacker's doing with my account now
Their twitter @discord_support did respond to me 13 hrs ago tho, so maybe give that a try
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I'm In the same boat as you guys, though I haven't had a reply for about a month and a half now. Everyone that I know of that has had accounts hacked has gotten a reply around the 2 month mark, so worst case scenario get ready for a long wait. I lost everything on my account day 22 because the person that stole mine sold It off to someone else.
I hope you guys manage to get a reply before I do.0 -
A month and a half?! My condolences
Have you sent in another ticket or contacted discord on twitter yet?
I did get a reply after I responded to Clyde, but I don't know if it was an actual person or another bot escalating my issue.
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Alpha I have tried contacting them on social media since the 9th last month, I have been ghosted on twitter completely. I did get a reply on facebook but they said that they can't help with anything related to your account for security purposes, that's solely handled by the trust and safety team.
I have not made anymore tickets because doing so puts you In the back of the line of the queue again, so I'm just sitting and waiting for a “hopeful” reply soon. The only replies I have on my ticket are the 2 escalations from the first 2 days of It still.
Edit:
The replies you get when responding Is bots, you'll know when It's a real person because It'll say their name on the right side of your ticket.0 -
Hotaru
Ghosted on both post tags and DMs?
I'm honestly surprised that they have a Facebook page.
First 2 escalations? Do you mean the initial bot response, followed by the escalation confirmation that is supposedly sent by a team member?
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Hotaru
So both Grimmjow and Nelly sent you somthing along the lines of this message?
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
This was sent to me by Obi Wan Kenobi, I'm unsure if its a bot or not.
I also saw the post that you commented on where the OP got his account back via requesting for deletion, then speaking about the actual situation to the support agent they were assigned to.
Do you think that would be a viable course of action?
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