Account hacked, sent a ticket in, didn't hear anything back and just sent in another one after 12 days only for that one to be assigned to someone but closed without a reply or anything
Hello. On March 16th, I was on a call with a friend. I fell for one of those “try my game scams” and after a while I was logged out and my whole account was changed except the username/pfp. My email was put on a dummy account or switched to someone else's account, probably another hacked account that I did not create. I sent in a ticket right when it happened, and haven't gotten a reply. I sent in another one, as it's been 12 days now, just to kind of maybe see if someone would get assigned to it. Well, they did and without a single reply or anything, it was closed while the first ticket remained, and is still open.
I just want closure on my account, since I've had it since 2018 and I have an active nitro subscription. Are they backed up, or is it something else? Because I feel completely ignored and in the dark. I'm trying my best to be patient but it's hard and scary knowing someone has complete control over your account.
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They automatically close duplicate tickets so don't even bother creating new ones. For me I have been waiting for a month and half. There was recent activity on my ticket few days ago but no reply was given so support is really weird and they apparently love to take their damn sweet time. I hope that you get a solution by them soon.
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I see, that sucks so bad. :( I get them not wanting duplicate tickets but they are so slow about getting through tickets it seems, and it doesn't help that they laid off 17% of their company. But I hope you do too, as you have been waiting that long.
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Oh man, I've found my people. My account was hacked on the 17th, and they've been as useful as an ostrich is at making sandwiches. The kicker is I just renewed nitro toward the end of February, so I also wasted money on this bullshit. I made more tickets only for them to close them, and then they even disabled my ability to comment on them minus the one that's was first opened. What a joke.
If they have time to close a ticket, they have time to help us
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For real! And people say their socials are active but they’ve been radio silent on there too for me. I renewed my nitro at the beginning of the month and I’m so mad. My friends keep telling me to just make another account and let it go but I don’t want to.
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I disputed the transaction on paypal. My logic is simple. If you cant be bothered to help me regain access to the account the subscription is tied to, you dont need the money I paid for it either.
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I should definitely do that with my bank then. Hacker dude seems chill but he wants me to pay for my account, so I think I’m just going to lose hope since discord is basically saying “yeah we might help you but we are going to take our sweet time”
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Go for it. Sometimes the best way to make corpos do right is hit em in the bottom line
Mine acted chill, then he got impatient and tried to steal money from my paypal. That failed though, thanks to my bank. Paypal was useless at first, until they saw my bank wasn't paying decided to let someone who wasnt a crackhead review the evidence.
the first dumbass: “It was a family and friends transaction so it wasnt unauthorized”
me “did you not read the mountain of shit I provided?”Just a bothersome experience all around
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Hackers suck so much. I hope discord will get back to you soon, and hopefully to anyone else who is experiencing the same thing so we can get our original accounts back. They also need to up the 2fa as well somehow because the 2fa isn’t really helpful if hackers can just bypass it.
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So you all mean to tell me that in terms of the Discord support department, even though we filed the initial ticket altering them of our respective Discord account itself being hacked - they're making us conclude to still technically wait like that? Even when the pest(s) who have stolen said account(s) are still raging like heck with it?
Yeah, this is still quadruple unacceptable. And it shouldn't take months and months for situations like this to get resolved. Eeesh…0 -
There's an explanation for all this.
Its been 25 days since the creation of my ticket, and after doing some digging around, I found out that their trust and safety department has been understaffed due to layoffs back in January.
Nitro + Boosts alone aren't enough to keep their servers funded and their investors happy
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Just a quick note to anyone In here since this is fairly Important.
NEVER make more than 1 ticket regarding the same Issue, If you do this not only do you get put In the back of the queue again but you might also get blacklisted from getting ANY help If you make too many.
The queue for hacked accounts Is MASSIVE atm for how many they got working on these, I made a ticket 2 months ago and Is still waiting just to give you an Idea.
The best you can do Is stick with 1 ticket and feed It as much Info as you can, then just be patient and wait It out. Otherwise you might never get a reply, this Is sadly the reality of this department nowdays.
Edit: Quick sidenote, their socials can NOT help with any of this, I've talked with both their twitter AND facebook socials and anything that has to do with hacked accounts etc Is purely handled by trust and safety. So don't even bother trying to get their attention, you'll get a copy pasted message saying there's nothing they can do and that you should make a ticket and wait.
Second Edit:
Just to answer some confusion regarding “recent activity” on tickets.
If your tickets activity changes but there's no message or anything being posted, that means someone left a note on your ticket. This note can only be seen by their staff.
Another sidenote regarding "hacking".
If you clicked a link or downloaded something then you most likely got token logged, what does this mean?. It means he stole your Identity for whatever you had running, your session If you will. This token Is what proves for whatever site or program you're using that It's you logging In, that means It skips ALL security.
When you open discord or go to one of your sites and It auto logs you In, It does that by re-using your token. This can be easily stolen by malware.
Sadly there's no possible way for this to be fixed, EVERY platform and website uses tokens to remember who you are. That means If you DID download something then he had free access to anything you automatically login on when he extracts your cookies, your mail being an example. This allows him to change the mail on the account since he has access to yours since once he has access to your mail then he no longer needs password or anything to change Info.
Your discord and mail tokens are usually what they are after, but If you downloaded something then I'd do a full deep clean of the machine. Even better yet a clean windows reinstall with all your drives wiped to be sure, you never know what that's left and where. It's so easy to hide from malware and virus programs nowdays.2 -
Their queue honestly confuses me with the varying response times.
I'm sure all of you have seen the cases where tickets get resolved by the support staff within days or weeks, then you have our cases where its taking weeks to months.
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Alpha Those cases are EXTREMELY different, there's so many factors going Into how complicated they are. Sadly, more and more of these people are catching on to how to delay support as much as possible. Them swapping your mail Is an automatic 2 months + easily, even worse If they make a new account and put yours on It If they had access to your mail for an extended period of time.
Anyone that says they got It solved In a day or a week and had this level getting screwed over Is lying or making things up to make It sound worse.0 -
Hotaru
https://twitter.com/Ftfranciscotos1/status/1765583220605853957
I've personally talked with this user too
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Alpha Having personally talked with the person means nothing If their Initial claim was the same, they are just going to tell you the same thing again.
There's a massive difference between having just your discord account hacked and having your mail breached and changed too, this Isn't some random person I'm quoting but support themselves. You can also find this Info yourself by searching for It or by asking socials.
Going by the track record and by response times for each different case then I think It's safe to say that not just the community but also socials themselves aren't bullshitting seeing as EVERY person I've known that has had their accounts stolen has had different response time depending on severity. This Is since 2015.
Again, If you just lost your discord account and he didn't change your mail then you're In luck you won't have to wait as long as people that has had their mail changed since this complicates things by a LOT.
Going around spreading falls hope Is just gonna make things worse In the end and eventually lead to them making more tickets or getting Impatient which results In them either getting blacklisted from support or worse.
Look at your case and determine how severe It Is yourself, did the person change your mail?. That means he had access to your mail doing that time period, which complicates tickets by a LOT for the trust and safety team which Is why you have to wait so long for a response vs someone that JUST lost access to their discord account but their mail Is still connected.
Edit: Just to add since some are still confused regarding whether there's a queue system or not.
Yes there's a queue system, but the level of severity for each case Is split up In different queues.
Also a bonus side note.
If the person that hacked your account managed to change your mail, that means he had direct access to your actual mail. The chances are that he deleted the mails discord send to you to confirm the change Is EXTREMELY high, make a ticket from your mail and request ANY deleted mails to be restored from back when It happend. It helps out a lot If you can share screenshots of the mails themselves of the change In your tickets.
When I say make a ticket I mean to whatever mail platform you use, whether It's gmail or yahoo or whatever. Ask them to restore deleted mails from the time period that It happend, he can't change the mail on your discord account without the confirmation mail that gets sent to you. If you don't see this mail anywhere then he deleted It after he used It.0 -
Hotaru
Going around spreading falls hope Is just gonna make things worse In the end and eventually lead to them making more tickets or getting Impatient which results In them either getting blacklisted from support or worse.
No-one here is going around spreading false* hope. In fact, I've been going around trying to explain to people the situation at discord and trying to make sure they don't push themselves further back in the queue.
There's a massive difference between having just your discord account hacked and having your mail breached and changed too, this Isn't some random person I'm quoting but support themselves. You can also find this Info yourself by searching for It or by asking socials.
I've been anxious as hell during the first week or so of having my account compromised, and throughout all my sleepless nights researching into this issue. I have yet to see someone from discord support themselves come forward about any information reguarding ticket complexity at all.
A link to any sources would be greatly appreciated.
Again, If you just lost your discord account and he didn't change your mail then you're In luck you won't have to wait as long as people that has had their mail changed since this complicates things by a LOT.
Look at your case and determine how severe It Is yourself, did the person change your mail?. That means he had access to your mail doing that time period, which complicates tickets by a LOT for the trust and safety team which Is why you have to wait so long for a response vs someone that JUST lost access to their discord account but their mail Is still connected.
I don't see or understand the complexity increase that a change of the email address associated with the account brings at all. Discord themselves have said that there's nothing they can do about a user's hijacked email as it is the responsibility of the email provider. Why can't Discord just revert the email change after the original user has provided sufficient evidence of account ownership?
It would be nice if any information about the account recovery process were publicly disclosed, but we aren't given anything.
Users who don't have their emails changed can either reset their passwords themselves, or are gatekept by the fact that the hijackers have enabled 2FA on a replaced phone number.
The fact that your phone number can just be changed without having to verify though the number itself and that your backup codes can just be regenerated or viewed at any time are already huge security flaws. Not to mention the use of generated tokens as user verification instead of usernames/passwords/2FA processes.
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That makes a lot more sense of why it takes so long. It’s just so frustrating and sucks knowing that it’s that easy to bypass everything and change your things and then they have complete control over your account and there’s nothing you can do about it.
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Hotaru
Also a bonus side note.
If the person that hacked your account managed to change your mail, that means he had direct access to your actual mail. The chances are that he deleted the mails discord send to you to confirm the change Is EXTREMELY high, make a ticket from your mail and request ANY deleted mails to be restored from back when It happend. It helps out a lot If you can share screenshots of the mails themselves of the change In your tickets.
When I say make a ticket I mean to whatever mail platform you use, whether It's gmail or yahoo or whatever. Ask them to restore deleted mails from the time period that It happend, he can't change the mail on your discord account without the confirmation mail that gets sent to you. If you don't see this mail anywhere then he deleted It after he used It.It would help if discord could explain what evidence would be beneficial, but all we are given is a ticket escalation confirmation, unlike ticket responses by the billing department, who specify what details are required of your payment methods in their automated responses.
I have already provided what I believe to be enough evidence of account compromise and ownership.
Also Google support is not any better either. There's no clear method of sending in support tickets.
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Alpha The complexity comes from the fact that he HAS to have had access to your mail to change the mail on your discord, that means now you're stuck having to prove that It's actually you and not someone else trying to claim It.
This gets your Issue moving onto a completely different queue than the usual ( my discord account was hacked ) one which makes sense.
And no this has nothing to do with the email platform Itself, your pc has to have had been compromised for him to do what he did. That means you clicked or downloaded something, there's no possible way In any universe that It'd ever be the mail providers themselves problem.
The reason why your phone number can be changed without needing verification from the old one Is so If you get your number changed then you aren't automatically locked out of your own account with no way of getting back In.
Again, and I can't stress this enough to anyone else reading this.
Everything that was changed on your discord account HAS to have been sent to your mail for confirmation, If you don't see any of those mails In your mail itself then he deleted them after he used the confirmation codes.
Request all deleted mails to be restored from when It happend and attach screenshots of each mail In your ticket and just wait.
Also ticket escalation Isn't actually an escalation, It's just a confirmation for the bots to put you Into the queue. This Is how they filter spam tickets out.
Also, not to scare anyone of the above, you don't “need” to show the confirmation mails but It helps them a lot with speeding It up once someone gets asssigned to your ticket. If your mail platform Is a pain to deal with and has no phone number for example you can call for quick help then I'd just wait for a person that reply to your ticket and then take It from there. This Is just an extra step you can take to make things a little easier on their end.
I hope all of you that have had to go through this mess get a response soon, It's been one hell of an Infurating experience for me personally atleast. But thanks to this I've now learned a lot of new things not only from a more techincal point but also on how discord itself works, there will be no repeat.
Edit: Forgot to say, but you must be quite far Into the queue at this point too no Alpha?. I think I remember seeing you last month too, or maybe I'm seeing things. The wait times are honestly crazy to me, worst part Is that It'll continue to worsen as time goes on because they will get tickets quicker than they can finish them with the amount of workers they have atm. Hopefully they are working on a solution to this.0 -
24 Days
I have no idea tbh, tried asking for my queue position, social team on twitter couldn't give me any information.
Not sure how they can create a solution seeing how many tickets are piling up as of late and how much of their trust and safety team they laid off.
Just recovered the deleted discord emails, gonna post them on my ticket, hope that'll help.
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Alpha Hey man, I'm crossing fingers for not only you but everyone else In this position. I'm hitting 2 months here In a couple of days, looking at It from a more positive side then this has really grown my ability to be patient. It doesn't excuse anything, but atleast I can say that I gained “something” out of this even If It was at a pretty nasty cost.
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Yeah, me too.
Have they left any notes on your ticket as of late or at all? I think I got notes on my tickets 3 days ago, even the solved ones.
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Alpha Aye I had a recent activity update 3 days ago, only god knows what was written on my ticket. But I do hope that It helps.
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Hotaru Mine also had activity about 3.5days ago (my account was hacked and ticket made on Feb 19th for reference). It's breadcrumb of hope ;-;
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I'm 3 mouths now. I don't know what to do
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Gonna add the emails from the date I was hacked that dude moved to junk email to my ticket by themsleves in hopes someone actually does something. All other remediation is complete, it's comedic that discord is the last step and it's the least important
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I just got automatically resolved by a bot . . . time to send another email to reopen the ticket q.q I'm now 6.5weeks since being hacked. Has anyone else been automatically resolved during their wait?
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Oh yeah autoresolved and they even kept me from adding other comments. Guess they got tired of the truth and shaming them for not doing anything useful. This at least adds some validity that discord is govt owned. Why do I say that? Because govt is also useless :)
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Made another ticket, stuff went by faster this time, and it still ended with them marking it as resolved and saying there was nothing they could do.
I'm kinda at a loss now. I gave them 2.5yrs of discord nitro receipts, and they still came back with the same response. It shouldn't be that hard to look at their logs and see that my email was attached to my account before the hacking, which I gave them a time and day for. All it takes is changing the email back, so idk why they can't do just that. Makes me feel like I'm submitting my ticket to the wrong place . . .
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Blaze106
Seems like we will never get explanation for this mess of customer service.
They rather focus on making more ridiculous and dumb rules and safety violations then actually help the people who been using the platform for years. Unbelievable how they let this happen. Discord needs to be held accountable for this.
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