Ticket response times are waaaay too long!
Hey,
my account got recently hacked due to a file a downloaded .... so obviously my bad but still. How can it be that the support wont answer after maximum 3 days?
I see my account online all the time so the hacker must be doing scetchy stuff.
They already bought a Nitro gift before i could close my paypal, just 10€ so not the end of the world.
I have read that some people have waited MORE THAN A MONTH to get a non bot response on their tickets. This cant be the standard fr.
I already see it coming ... my account gets disabled which means min 10 more days of proving its my account and i didnt write that shit....
Out of fear i have opened 3 more tickets ... all of them got put on solved tho. First i thought the hacker can just close them up, which made me freak out even more ... now i think the supports just want to have 1 active ticket per account but pff how should i know they arent communication at all.
Ah and the hacker wants to sell my account information ... well thats cool. I can already smell the hundreds of spam mails or worse.
For a company this big its really just embarrassing that they cant get a propper support system ... in comparison to battle.net which has a live-chat and phone support ........
take notes Discord
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3 days is cute lol.
Usual waiting time is 2-4 weeksWelcome to discord my friend where discord cares a lot about its users ;))
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I am guessing you fell for a "try my game" scheme.
If you still have the link to the site you can send it here (make sure to send it like this: exampledotcom, so ot doesn't get flagged as pending for approval here) and i'll see if i can get that domain blocked from discord.0 -
Discord wont fix anything, they have no support system at all, perhaps they once did at launch but now nothing. They will just have you create a new account and tell you they will delete the old one because they are trying to fake their growth figures and show to potential investors and sponsors there is growth and there are figures showing new accounts being created daily
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Steve that is not true. They have people that read tickets but as stated on the othwr posts i saw you comment too, they are probably heavily understaffed.
If someone takes control od your account you can usually still reset the password.
If they activated 2FA then you will be locked out ans gotta hope for discord to reply relatively quickly to get your account back.
Otherwise yes, if discord doesn't do anything and you are locked out, a new account is probably a good idea.
Especially to warn the people you friended so thwy don't fall for that "i made a game pls try it" malware too.0 -
Factually untrue, they have the staff they are just actively choosing not to act. The 2FA has a work around, I know this because its a discussion many hackers have stated they found a way around it which means its either outdated or flawed. The fact that Discord itself hasn't seen what this flaw is and fixed it themselves means they are ignoring it, and that makes the accountable whenever a issue about it is raised in a ticket.
Should they be overwhelmed as you are tying to suggest, then a simple response saying ' we apologise for the delay, we will get to your ticket within xxxxxx timeframe and will update you if we are able to resolve the matter sooner'. That means to anyone, okay they have seen my ticket and are going to work on it and will keep me updated. However, for them to actively force resolve tickets that clearly haven't been answered shows they lack even the basic customer service skills and need better training.
All 2FA I have used in the past have 2 backups at least, one is a email / phone number code message and the other a series of questions which only the owner of the account knows the answer to. These ensure incase of hacks or other issues the accounts can be recovered and provide Discord a means to verify the individuals using the platform. Having a downloaded file which can easily be corrupted or in some-cases not even download and save is all they provide. Google offered a authenticator app which you need a token of course to have the backups stored on, but what if that fails; google apps arent the most reliable either. Hackers have been making bank on this flawed system, which means they have a compromised system they are not informing users of which is actually illegal and negligent on their part. Companies have a duty of care for users, especially considering the data and personal information on said systems.
Discord is claiming they don't store any of the data, also a false statement because they do have onsite servers and offsite server backups which they have access to. So for them not to recover peoples accounts shows they are just being lazy and not providing the basic support they once did. How do I know they once provided account recovery, that's because it happened before and the same issue with the 2FA, which is why I disabled it personally. They were able to recover the account and I have the email back and forth with Discord to prove that also.
So please stop trying to defend Discord, I did my homework on this company and have been using the platform since it launched and have multiple Nitro receipts as proof of who I am. They can do the work and provide the basic support they are meant to.5 -
> Factually untrue
> Discord wont fix anything, they have no support system at all, perhaps they once did at launch but now nothing.
Untrue as i said.
There are many issues with this platform, account management and protection is one of them.
Look back 1-2 years, discord didn't even send out a "hey, someone viewed your backup codes" or when you want to change your email, you only needed the password (or even only the token) and no conformation email was sent.
People could just buy gifts without confirmation via email too.All this shows that account security has improved but in my opinion could still be a lot better.
About me defending discord:
Partially.
Discord takes ages to react to any kind of threat and it took them more than a year to add the anti phishing domain hash list.
Support become worse and worse, they nade some decisions about thwir subscription model i as user don't like and they have a bunch of other problems like the drama with slash commands and possibly of a lot of bot devs due to raptly changing how the api works, breaking lots of bots constantly.I grew up with discord and like this platform. It has its good and bad sides.
Also i know 2FA can be disabled by the t&s team as you can state you were 2fa locked out after your account got compromised and they might unlock it.
Tho if you contact them for a normal 2fa in the past you would be denied.0 -
Black Wolf
Its basic common sense here, not rocket science. I can prove who I am the entire history with Discord, receipts to match and proof they have a 2FA recovery system. For them not to do it is not only lazy and poor support services is criminal because I know why they are doing this.
As I have stated many times, if you are having people constantly create new accounts its an artificial way to inflate the growth of the new users to the platform. It doesn't take a PHD to figure that out. Discord had problems during Covid and granted I could accept during those two years that more users jumped on the platform and overwhelmed them during those years and it would of been harder to hire the extra support. I was fine with slow ticket responses then, only because I was being fair to the global situation and the higher volume of users during that time.
Its almost 2 years since that and there is no excuse, so many people use Discord for work and other things and for them not to provide a basic account recovery is just bad on multiple levels. They have more that doubled in size regarding how many people work for them including the number of software engineers they have, they also increased their support staff numbers as well, I have backtracked their entire job listings and seen that they have posted a number of times for that and increased in size.
They have the structure in place to provide the support, the issue here is that their system is indeed compromised. I have submitted ticket after ticket and be it account management & services or the T&S team its the same script they are replying with.
Not once have they asked for receipts, not once have they asked me to provide details like would be the common sense thing to do to prove who I am, they just copy paste the same response and change the name in parts of who I'm currently taking with. That is the sign of a overseas company using a support ticket system not an internal one and just replying to all questions asked. Not Tech Support , Not actual support but a overseas company that don't care about a brands reputation just as long as they clock in the quota for the day.
I could of easily hacked the 2FA myself and done it, the reason I'm not because that would be cause/grounds for Discord to then ban my account and me have no way to access it at all. Discord has the ability to do the account recovery; I'm curious why they are blanket opting to not do so and if the proof I have stated about artificially inflating new user numbers is true they are lying to sponsors and investors which is against the law in so many countries including Discords home of the USA.
in relation to the anti phising issue, I knew about that when it happened and was amongst the many people that submitted to Discord idea on how to combat it. I know that was going to be a long fix before they did have something to combat the threat.
I'm not against Discord, I'm against companies that think themselves above the law and try to bully people into policies that are unethical and unjust. What Discord is doing right now is wrong and you know it, if you can't see that, then I'm sorry but that's on you not me.
I wont support a company that can't provide the basic support it has in the past and continue to get worse over time yet continue to charge its users more for what was once basics included in its software.2 -
^
This was perfectly said!
Not even just regarding 2FA lockout but the whole situation with Discord's Support service. They need to make changes asap.
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Day 10 without any response from the Support Team!
Everytime i create a new ticket within an hour it gets marked solved without any response .... now i just respond to all of them so they stay open everytime i see them getting solved. My friend who got hacked before me got a response within 3 days and has his account back ... odd that it takes so long with me.Support is a Joke
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Got falsely disabled sent a ticket and haven't gotten a response yet
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What Justin said, maybe if discord had a functioning app instead of people being falsely disabled left and right, we wouldn’t have this problem, FIX THIS DISCORD.
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Hello my friend have same problem Downloaded obvoius rat and boom account disabled i'm waiting 15 days now for their response. but i'm pretty sure I lost my acc forever if something changes with yours please let me know! Have a good day!
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Yep, been hit with this issue as well and I was getting those generic responses up until 2 days ago now. Now I see the account was sold off or the ID was just changed entirely with some girls face to continue scamming people in the groups I'm currently in.
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My Account got disabled, because of underage. Like the 2 time now… I created a Ticket and now i am waiting nearly 3 Days, still no response from Discord…. Idk if I should still support that :c
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