Chat Support - Hacked accounts
I know it's been said before, but after my support experience so far, (And waiting for almost 19 days now to get a response, despite constant pokes and pleas for one little confirmation beyond automated messages) I feel like it's worth repeating this suggestion.
For more important situations like being hacked, there needs to be a better and faster way to reach out. If there was a live chat, I think that would reduce a LOT of stress and the bajillion tickets y'all have to get. And the negative feedback. You could have a bot filter out general questions as best as it can and have general support for customers who have simple questions, then another tier of support to help in those kinds of situations.
If you could have people chat in the moment they get hacked, accounts could be momentarily banned or suspended while an investigation takes place. Since people have cards and paypal accounts linked, this would help customers who eventually have the hacker try to buy nitro gifts for other accounts.
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My account got hacked for almost a week now, got told they are investigating, haven't gotten any updates or anything about them suspending my account. The hacker bought nitro gifts and server boosters. Showed proof and everything to the safety team. Still haven't got any updates. Been told by my friends and looked online for answers. Been told to wait and seen people complain that they waited months and the quickest was a week.
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The most frustrating thing is that my friend was hacked by the person that hacked me, and he got his account back within the next couple of days, yet I've been waiting over 2 weeks now. Even the smallest little reply like hey it's being worked on would make me so happy.
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It's about to be two weeks for me tomorrow.
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Well fingers crossed for the both of us. I would apologize to discord for commenting on my ticket daily, but uhh... I'm going to continue until I get a response, tbh.
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I heard it's not best to do that because it slows down their time to investigate which is weird.
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My friend was like oh I submitted like 5 tickets and they got my account back! So I tried doing 2 more… both were instantly closed so I was like aight that doesn't work.
I doubt it actually slows them down, I bet they just say that so people won't be annoying. Which… oops.
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Update: still no word from support 😮💨
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Saaame. I have a feeling whoever bought my account has nuked it and everything will be gone, but it's the principle of the thing at this point.
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They changed my about me and tried scamming more people
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Hope that the safety team responds fast enough
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My spouse noticed that the name changed to something really weird and the display was just !, so we thought maaaybe it was discord working on something? Well I attempted to add them just to see… then a couple of days later they accepted and told me they bought my account because it had “cool badges” and said they deleted everything. I sent updates with each profile change and sent the chat log to them but that didn't seem to do anything.
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Same thing happened to me. It happened 27th of January, it was 1 am. My spouse went to sleep. I was screen sharing YouTube. Then at like 2 am. I got disconnected from vc and then got logged out. I was confused so I tried to log back in. Said wrong password or username. Tried to reset with email, said email didn't exist. Then tried resetting with my phone number with that was tied to the account. Waited for the codes. Didn't show up. So I slept on it. The morning I woke up saw notifications from my bank saying that my card was declined. Had $270 in my account. Woke up to see $11. Made a alt account on discord. Friended my friends then my main. My friends started texting me saying what happened and why was I boosting one of my friends server. My spouse texted me saying that I added a random guy to that friends discord server and the guy was saying that he hacked my account. Said he did it because I was “rich” and “play games too much”. Then the guy showed what he bought with my account. My friends kicked him. My main added me. I texted it and told him why was he on my account. Dude said because why not. Got mad at him. Exchanged words. Took screen shots. made my ticket to discord. And that guy is still on it to this day.
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Worse thing is, my address was on the account too. The guy showed a screenshot of my block and asked which house I was located in so he can discuss with me in person
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Then he trolled saying he was me and I was scaring him and tried to get my friends to be on his side that he was me. Luckily I was in a VC with my friends so they didn't fall for him
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Dude what the actual hell… Yeah, I watched mine happening in real time. When discord shut down by itself, I was like oh shit. I started changing my bank and credit card passwords on my phone right away. Thankfully the first person they reached out to messaged our main friend/family server and let everyone in there know I was hacked. Unfortunately for the one guy who fell for it he wasn't in that server, but it helped start the kicking process from some important personal servers.
The company I work for has chat CS, and we have less employees than Discord. The 4 of us literally just rotate out for the day with some overlap and it works out great. We've had customer's chat in saying someone was in their account that shouldn't be. (And we have some personal information available if someone gets in.) But we're able to shut it down the moment they chat in. Imagine if Discord had a similar service and how much stress they'd save their own customer-base. I've also worked for bigger CS companies that had chat and they implemented it very early on.
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That's coincidence way to many, because my discord shut down by itself before it logged me out. I think these hackers found a new way to get discord accounts without doing the link or making you download something
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Yeah, they're getting smarter and smarter. And it sucks because they know it takes forever to get stuff done, so they just get to skip around with out accounts while we wait and hope someone notices.
It gives me the heebie jeebs that they tried to impersonate you…
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But the sucky thing is that I'm in so many servers.
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YES SAME! Last I counted I was in over 100 and had 3 folders for ones I chatted in regularly… Plus friends I added from those servers… if they really deleted everything, it'll be like a fresh account with only 3 servers I know I can instantly get back in. I had hockey bros that I chatted with and there are so many dumb memes that are now lost.
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Update: still nothing, I put another ticket and they marked it as solved three hours after I made it
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I put in 2 other tickets as well, and both were closed pretty quickly. The first one I got 2 auto responses then it was closed. The second one didn't even get a response, it was closed within a few hours. They sent review requests with both lol
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I didn't get an automated message, just solved.
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That's just cold
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They still left the ticket that I made 2 weeks ago, open.
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Yeah, mine is showing that it's been open for 23 days. This is absolutely ridiculous, it shouldn't take this long.
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Been open for 16 days now
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Still waitin'… What a great gift a response would be on this, the day of Valentine's.
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Still nothing from on my end
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We're in this together friend… There needs to be a support group for discord users whose accounts were hacked.
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Honestly there should be
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