Account was stolen, support keeps closing my tickets
I don't expect anything from this post, but putting it for visibility. One of my friends discord accounts was compromised and I fell for a link they sent, and even worse I downloaded and ran the sketchy file. Not really any excuse for it, but now I'm trying to get my account back. I had MFA enabled, but the attacker was able to change my MFA device, password, and email all without triggering any alerts to me. My account has been bought and re-sold multiple times apparently because of my nitro badge? One of the users said he wanted to “do the right thing” be giving me my account back, all I had to do was pay him what he paid for the account. I didn't pay him ofc. The shred of positivity is that at some point somebody deleted all of my friends and closed all my DM's, so I don't need to worry about some random person looking through my conversations and photos anymore, but I really would like the account back. I opened a case the day it happened explaining the situation fully. The ticket was escalated and was closed within a few days with no response or action from a live person. I'm on my 5th ticket now as they all keep getting closed. I'm not too sure what to do at this point besides to keep opening tickets. One potential issue is that my original email was re-associated to some random discord account that I don't have access to, so I'm unsure if Discord support will easily be able to just revert my email back and reset the password. Last I checked the phone number wasn't changed.
Just putting this here to add to the noise and vent a bit. I'm sure most people reading this are or have experienced similar results with discord support.
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Same thing happened to me. Was it “Ember-Last”?
I'm not getting any notifications of my tickets being closed, but I'm extremely disappointed in discords inability to handle this issue.
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Yeah man it's honestly really disappointing and pretty frustrating. I'm happy at this point that all the servers and DM's are gone, but still disappointed that it's been over 2 weeks and the only human response I've gotten is “your issue is being escalated”. The escalation seems to be done by a human, but then a few days later I'll get an auto generated response from “Discord Trust & Safety Team ” with “Beyond our original support regarding this issue, we're unable to provide additional information or support for this request”. From there the ticket status will be marked as solved. I have 7 years of server/chat history on that account so I don't plan on giving up, but it seems like it will be nearly impossible and potentially take at least several more weeks to get it back. It's insane to me that a multi-billion dollar company can't provide even a basic level of customer service involving a human. I've been paying for Nitro for over 4 years too, so this experience makes me feel even more dumb for paying for so long.
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Happened to me too. I just wanna log back in and apologize to all the people who received the spam messages.
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Yeah so far it's looking more and more unlikely that I'll be getting my account back. I've opened 5 tickets and so far 4 out of the 5 have gotten the generic “beyond our original response no further support will be provided”.
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Horrible app. This would've never happened on matrix, or even teamspeak. Might have to get the law involved to find any recourse here.
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This is quite ridiculous. I had my Discord stolen too and had a shred of hope when my ticket was escalated by a human a week ago saying they'll look into it. Only for it to be shattered today by an automated messages from discord support saying they cannot assist any future with the request and marking the ticket as “solved”. Why can't I communicate with real people when they say they are escalating it?
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Yup, that's exactly what was happening to me as well. I would get a response usually within 12 hours saying the ticket was being escalated, then the generic response saying no further action is being taken days later. Actually after posting my latest response here I just got a message back from a person, Moon ☾, stating that they can't disable MFA on my account due to privacy and security concerns and that I can only request to have my account deleted. I'm going to keep pushing. At this point waiting isn't as much of an issue as my account has already largely been nuked, so I don't mind waiting. God speed to anybody else going through this. It's pretty demoralizing having to wait days at a time seemingly for automated responses. My theory is that a human is maybe glancing at the ticket and just closing it, which then generates the “no further action is being taken” email. If it was all automated I'd expect that email much faster.
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Lucky, at least you got someone to talk to about it.
I would be relieved even if I got the offer for my old account to be deleted let alone reclaimed. Who knows what the hacker is doing under my name as of now
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It certainly is rough. For what it's worth, it's possible that the attacker in your case deleted all of your friends and closed all your DM's like they did for me. While this is annoying, it does mean that they can't look through any of your private messages anymore unless one of your friends messages that account. At this point I'm only in it for the chat history. My account has been wiped otherwise. All DM's closed, all friends deleted, all servers left, and they deleted all the servers that I created as well. All I have left is account age and my chat history which. The latter being very important to me. I had open DM's with friends that died on discord that I liked to look back on sometimes. I may not be able to re-open those even if I get my account back.
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Just got another response from Moon ☾ this morning that's literally a copy paste of the message from yesterday. Feels like Clyde 2.0
Hello,
Based on the findings of our investigation, we are unable to remove multi-factor authentication on your account due to privacy and security reasons.
In order to regain access to your account, you will have to use the backup codes provided to you when you initially signed up for MFA.
If you would like to have your account deleted instead, please make a new ticket at dis.gd/contact under Help & Support > Type of Question > Account Deletion Request.
Sincerely,
Discord Trust & Safety1 -
Disgusting
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I ended up just paying the most recent person that bought my account to regain access and didn't get scammed. God speed to anybody else that needs to contact discord support.
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I got my account back. For anyone else here who has stumbled upon this thread and is in the same situation don't mention to the support that you didn't receive an email from discord about an email change. Say you did get one even if you didn't. As long as you do that they'll revert the email back to your original one, and then you'll be able to reset your password and take control of your account again. And also apologize to all the people that the hacker bothered.
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Thanks for the input fox, and congrats on getting your account back! I had tried what you mentioned but they kept insta-closing my tickets so I gave up :(
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Congrats on recovering you account fox, I wanna ask how long did it take for you to get a reply? I'm still waiting on my 6th ticket that's been open for almost 2 weeks now.
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Make sure you check the actual status of the ticket by clicking your profile icon on the top right and selecting “My activities”. They regularly mark the ticket as solved without sending any response or really doing anything. Usually posting a comment in the web portal will change the status back to open. It took maybe 5 tickets, and probably 15 comments or so to get a response from a “human”, but the response was basically just a Clyde response. They responded 3 more times when I asked questions, each response was an identical copy to the last.
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Any updates on your progress Harri? I've had an identical situation happen and am getting no response, just closed tickets. Hopefully soon with enough repetition they will actually help us. :(
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Jtauryank
Harritaco said in an earlier comment that they just bought their account back, so they no longer have a need for discord support to help I'd assume.
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Oops! My bad, I didn't see that part of his message.
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Yeah unfortunately I never got anywhere. I kept the opening my original ticket every time it was marked as resolved after I got my account back, but nothing has come of it. My email address is still tied to another compromised account though.
Sorry you have to deal with discord support. Im semi-fortunate in that the guy that bought mine didn't rip me off, otherwise I likely never would have gotten it back. It's sad that I had to resort to that.
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Same happening to me, they keep closing my tickets for whatever reasons it is. At this point i feel abandoned.
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I'm in a similar situation. Discord keeps closing my tickets even though my account is still tied to a scammer's email. I'm on my 4th ticket now.
I am not one to give up, so I'll keep pressing the issue. It is EXTREMELY frustrating that they do not care about their users.
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Same position
Requested a deletion as theres no way id access my account and its been 5 days
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Sorry man. All of my original requests were closed with no resolution as well. Hopefully they at least will delete your account for you.
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This was the only thing I was ever able to get, and every time I asked for more info the exact same message was just copy/pasted and the ticket was marked as solved again. I only got this far on one of my tickets.
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