Hacked Account - My Journey
Well, as many of you my Account also got compromised in March this year, I fell for the “I reported your Account” Scam. Long Story short, the hacker made me change my email adress to theirs and then locked me out of my account. In my case it was someone pretending to be of the Trust & Safety Team, Kevin Hanaford. After he locked me out, he blackmailed me to pay 150 Bucks as some sort of verficiation process. Thats where I blocked the hacker.
I screenshotted almost the entire conversation with him, because it felt something was off.
Wrote Dircord the first message about 3 hours after. Took them about one month to reply, just an automated message reading “Beyond our original support regarding this issue, we're unable to provide additional information or support via this channel.”
I opened a new ticket, because I sent the original one in my native language german and the support website offers me to do so I did exactly that. In hopes my problem will be resolved I opened a new ticket, in english this time. With about 7 Screenshots. They showcase the entire thing, including the email adress I changed it for. A week later, same response. Every time a ticket got closed I opened a new one.
This has been my 8th attempt on getting through to a real human being to speak to. No phone number to call, waiting weeks and weeks for the same response and the worst part is, they never tell you why they refuse to help.
I even offered them to just delete my original account. All I want at this point is that the hacker isnt using my account to scam others. Still nothing.
I know many of you are suffering through the same situation, did you had any luck reaching support and actually receiving help? Any Ideas what else I could try? At some point I guess the only viable option is to get a lawyer involved to get them to at least delete the Account. Discord Trust & Safety Team is just an utter joke.
Btw the “last activity” thing on many of those are so recent because I also did their “rate this support” kind of cr*p" where they mail you and ask about some feedback on their service. This unfortunatly wont reopen the ticket. 
I decided to make this post and update it with every new ticket I open, until I either get my account back, deleted, or be banned off here. Just so that other users can see the progress, and maybe also vent like I do.
Update 1 (12.05.2024): Opened a Ticket for Account Deletion instead of Hacked account since I hope this will be handled by a different team. A real human reached out to me, but said that I have to open a ticket for hacked account so I may recieve help (lmao).
Update 2 (12.05.2024): Opened yet another Ticket for Hacked Account. Try number 9 at this point
Update 3 (13.05.2024): Ticket number 9 got marked as solved, here goes Ticket number 10
Update 4 (15.05.2024) Ticket 10 closed as “solved”. Ofc noone reached out. Not even a bot response nor a mail notification. Creating Ticket Number 11
Update 5 (17.05.2024) Ticket Number 11 closed as “solved”. Same this time, I dont even get responses anymore, and I assume some human is going their way out to just kick my request manually instead of helping.
Great job Discord team. Notice that I get these weird kind of Questions on the side? I submitted my ticket for a hacked, not disabled account. Will wait a day and continue with submitting ticket number 12 tomorrow. Right now I am too furious to be able to send a neutral request.
Update 6 (17.05.2024): I have calmed down and try to open a new ticket. this time I have added a new screenshot, maybe I didnt proof the ownership of my account enough, who knows. I also thought about this last solved ticket a lot. I guess the hacker has disabled my account? Would had been nice if discord support would had told me in the ticket instead of leaving it up to speculation.
Update 7 (21.05.2024) Ticket number 12 got marked as solved again, same Result as in Update 5. It really does look like my hacked account got disabled, but I cant know for sure. I take a few days off and then submit ticket 13 soon.
Update 8 (27.05.2024) I gave it a few days and decided a new approach. Instead of opening a new ticket I created a follow up to one of my oldest tickets. Lets see if this helps
Update 9 (29.05.2024) Follow up was closed immediatly, I opened a new ticket. Saw that they give you a new option when submitting a request, something like “someone impersonated discord staff”. Maybe this helps. Wish me luck
Update 10 (1.06.2024) Well, this ticket also got marked as “solved” yet again, surprise surprise. Not even the supports bot seems to work properly LMAO. Well, its friday night, all I can do now is to drink more beer and open a new ticket tomorrow. I lost keeping track how many tickets its been so far
Update 11 (1.6.2024) New Ticket created
Update 12 (2.6.2024) Ticket got marked as solved again. Opening Ticket 17 now.
Update 13 (4.6.2024) Ticket 17 marked as “solved”, here goes number 18
Update 14 (7.6.2024) Oh, something seems to happen. Several of my older tickets, which got marked as solved earlier, got reopened, and there seems to be some sort of activity. Could it be that a real human being is looking into it? 
Update 15 (8.6.2024) Two of the three tickets are closed again. One of the older ones remains open. Lets see. I am not optimistic honestly
Update 16 (12.6.2024) The Miracle happened! The last remaining open ticket was actually a human being looking into the issue. I got my account back!
For all of you asking, I didnt wrote anything specific to get it back, it was basically the same message that I wrote so many times before. Also this was on a ticket that was previously marked as “solved” already.
All in all it took 119 Days and 19 Tickets in total until I got my support. I have read others getting their account back and everytime I did I was happy for them but on the other hand I felt even more left alone. Like, how does everyone else get their account back but me?
I know what your next question will be most likely: What did you do to get their attention?
The Key is to keep being Persistent. Wait for the old ticket to close and send a new one afterwards. Even if it takes dozen of tickets. Write in english, and add as much proof of what happened as possible. Literally the only thing I wouldnt do is to open several tickets at once. Other than that it is a game of luck. I have sent tickets at different times and weekdays, I have changed the wording every now and then but it never made a difference. It really is a game of luck if you get that one human being that looks into your request.
I wish you all the best of luck with getting your accounts back
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Have you by chance noticed any acitivity on a ticket after its already closed?? Like the last acitivity part
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Not really, all that changed was the time of “last activity” in the ticket itself. But apart from that nothing happened. I also got some email requests to rate the help I recieved, which I also did. This also updated the activity time on the ticket
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Yeah about that.. I do not wish to diminish your spirit but I have a real life person actually take the time to close my ticket.. I fell victim to the scam and sent proof. But now, support is now going ahead to just closing the ticket with human support.
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For some reason they kept closing my tickets then like a month later tbe last activity time changed haha
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Yeah I assume the same, someone in support is just seeing the name and immediatly close it. Also as Aura said at times they still seem to look into it because of last activity change.
If they would at least give one a proper reason why they wont help you, but nope, ticket just gets closed. Some tickets get closed with the “we are unable to provide further help” mail, some just get closed without any notification0 -
I wish you luck RJ!
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I'm in the same boat as you, my friend. Will update if I ever get a real response or assistance. I sent in proof of my verification email for Discord from way back in 2015. Proof of ownership of the email, card used for Nitro over the years, proof of culprit trying to scam my friends and still they hit me with the “Beyond our original support regarding this issue, we're unable to provide additional information or support via this channel.” or telling me to try to login via QR or resetting my password and “Unfortunately, if none of these suggestions work, you’ll have to make a new Discord account."
Truly insane. I can understand if they are understaffed and maybe it'll take a while to assist people but don't just auto-solve tickets with copy paste/bot responses.
Edit: The only time I see activity changed on a solved ticket is when their system asks for feedback on the support I received.
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Souriya that's interesting, mine Always updates 20 days after being marked Solved it never changes after that
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Thanks Aura! Wishing the very same to you and the others here.
Yeah Souriya, thats the biggest slap in our face, that we even have proof of all of that, it being accounts almost 10 years old, paying nitro and all, and yet they dont even tell you why they dont help.
I would be less dissatisfied it it werent the same auto generated messages but a human being who'd reach out to me and tell me why they cant help me, or you.
I guess the only real solution is to be as uncomfortable as possible, opening ticket after ticket.0 -
Ah… you as well.
Yes, I am in a similar situation to you as well. I'm afraid the same thing happened to me in April–I fell for the same scam you did.
I've made 10 tickets since then, and all but two of them have been closed.
I even made a video about the whole affair here:
https://www.youtube.com/watch?v=Ib7JWqcWWiQ
What annoys me is that hardly anybody seems to know anything about this. I don't know how Discord can treat people this way, even more confusing is why nobody appears to be saying ANYTHING about this.
I wish I could give advice but… I've basically already accepted that my account is all gone, and all the information, memories, and photos with it.1 -
Bathunter, is there a way for me to contact you? Perhaps a new alt or discord? I actually have some more additional information to add to..
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Finally got a human response and it was this. Truly insane. I need to know the email that is currently on my account that was hacked and stolen from me?…What?..
"Hello,
Thank you for writing in. In order for us to proceed, please confirm that you have received this message by directly replying to this message with the email address that is currently associated with the account in question.
Additionally, could you share more information on how you believe your account was compromised?
Sincerely,
Discord Trust & Safety"
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Saw your video BatHunter, yeah your situation is exactly like mine, minus the money loss for me. Its a good video, mind share if I share the link over my own YT Channels community tab? Word needs to get around. I still hope that we all get our account back or at least deleted.
And Souriya, happy that you got a human response at least! Everything is better than the bot automated responses. Wishing you the best of luck that it gets resolved mate!1 -
Hi SolidSnake,
Currently (Though I hate using it now) I have ONE alternate Discord account - sadchiaki (the Current Username is EXAMS RN - DND) and it has a picture of wheeler from Captain Planet shrugging dumbfoundedly. Alternatively, there is my Twitter -@ARedgraveVA. We can talk on either of those, though I am kinda busy with exams stress at the moment so I can't guarantee that I will respond immediately.0 -
Update: After my human response, I waited for another update but was then given a bot response as well as ticket solved. It was the try to use a QR code to login or try to reset my password, which clearly I cannot do.
I will try other methods as well to see if I can get some actual help and will update here.
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Hopefully all those reopened tickets means some sort of actual human intervention and resolution
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yeah, 2 of them got closed again but one of them is yet open. Its weird. Did you had any luck or progress so far Souriya?
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Majority of my tickets get hit with the message of trying to login with QR code or reset my password. If that doesn't work, I have to make a new account. The other tickets simply get marked solved with no response. I'm starting to wonder if people have actually successfully gotten their accounts back. If it's a matter of showing them proof of you being the original owner and having them change the account's email back to the original then I don't see why that's such a big issue.
I don't recall if you mentioned it but did you also have your phone number and Authenticator active on your account? I even showed them proof of my ownership of my phone number and the Authenticator I had active but that didn't seem to matter.0 -
Yeah I wonder about that too, I mean its the same for me, opening tickets, getting that same response or tickets just getting closed without any notification. It really sucks.
Nah my account didnt had 2FA at all. But yeah it doesnt seem to matter anyways since noone looks at our tickets0 -
Congrats brother! I just got mine recovered as well when I created a follow up on one of my previous closed tickets. Let's gooooo
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Yoo thats amazing Souriya!! Big congrats on getting your account Back as well!
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March to June?
I’m scared, what if mine ended up like yours-1 -
Yeah for me it was pretty much march to june, but to also spread some optimism, there has been cases where the matter got resolved within hours or even days
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A pity I made no screenshots at its due time 😭
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Screenshots may help, but ultimatly the most important factor is to get a human being to look into your request, and not just the bots
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Hey Souriya, I'm in the same boat as you were 2 months ago and i'm just looking to ask what you did to finally get a response
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I just created a follow up on one of my old tickets and said that my issue is still not resolved and that I still needed my account recovered.
The old ticket had had all my supporting screenshots and explanation of the issue, responses from Discord saying they are escalating the issue and another message telling me to login using my QR code or reset my password. If that doesn't work, they can't help. Seeing that can be demoralizing but I think as long as you get a message stating the issue has been escalated, it will eventually be looked in to.
If a ticket gets closed, just resubmit with all your supporting info. Don't submit multiple tickets or you'll eventually get marked as a spammer and they'll likely avoid your tickets (From what I heard). When you get the option to follow up on a ticket, do just that. Good luck and keep us updated on your account recovery!
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