[RESOLVED] Account has been hacked and no help from support for over 40 days
On 20th December my Discord account (WolfisFT #4687) got stolen when I downloaded a file from a “friend's” link disguised as a game. Because I am on a games programming course in the university I got easily baited by a hacker without realising it.
He ended up changing the password and even my email meaning that he got access to it as well. The only thing that he didn't succeed to change was my phone number because I've managed to setup a 2FA in a short time I had to still retain some sort of grasp on the account.
Of course, in the meantime when my email was stolen he created a new account. I can be sure about that based on the support bot reply telling that they cannot revert email for my main account due to a new one registered on it. That complicates the situation even more.
It has been over 40 days and the only ever reply I got was from Discord Facebook team telling me that I have to wait. How long??? Please, someone help me!
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A friend of mine got their account back after 6 days and that's more because he had an inside connection. And yet I can't get Discord support to help me get it back. It's been 10 days now and I'm simply frustrated as hell.
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In what way did they have an inside connection? They knew someone that was an staff member perhaps?
Also what if I said my friend got their account back after they submitted an ticket. 3 hours later Discord solved their ticket and they regained access to it. I don't understand.0 -
I am not sure. That was what Sylver told me.
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O I got a reply from both the support and bot saying that the account will get deleted in 15 days. So once it is done, I'll submit a new ticket to reset the email address of my account
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Almost two weeks now and Discord has done jack all. I hate that honestly.
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Same feeling here DestinyDecade, i want this case of being hacked get resolved too or at least we get real answers from team support. It's been 16 days for me.
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It's been sixteen days now and I'm still waiting. Still waiting even now.
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Same thing. Since 10th February, when the deletion process has started, I've waiting for 4 days which in a week should mark 2 months of dealing with this issue. I hope that by 25th I should get a reply saying that the account was successfully deleted so I could force the email change.
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16 days here as Well. And i keep getting dm’s from my friends that the hacker is dm’ing them etc. It’s crazy these hackers Can easily run away like this. Plus they also blocked so many of my friends that i am not even sure if i will have any friends or servers left, IF i get my account back.
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The most frustrating is no certainty of how long we have to wait. Still waiting until now (I know there are people wait longer than we are out there, that means team support need to up their job). And while we still waiting the hacker still free around using our account. Also, IF i get my account back too idk what's left on it.
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It's 17 days now and it's getting out of hand.
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It has been 18 days now and my old account is being used to try to get other people hacked. Luckily my friends are smart to block it.
Discord trust and safety need to get their butts in gear to stop it.
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I ultimately had to put in a new ticket specifically to get my account deleted. I didn't mention it being hacked until after I got a conversation with an actual person via email.
My most frustrating issue was they can't or won't lock the account down, so until it's deleted the hacker has free reign.
The part that was so upsetting is we also had to abandon our server we've had for 6-8 years. This server has a member that had passed away and we had kept their account on the server as a memorial.
Also upsetting is them having full access to conversations between my wife and I for at least 8 years.
A lot of this could have been resolved if the account was locked out the moment it was reported as being hacked.
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That would have helped a lot.
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20 days for me. Yeah, if only they lock the account the moment we reported it as being hacked, that would helped.
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Jackal Hm.. might be worth to it like that way. And then after it's getting deleted, you'll address that your account has been hacked since you now have freed your email right? So in that way Discord can probably see every change that has been done to your hacked account such as email change etc.
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No response whatsoever..
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I finally got my account back!!!!!
They deleted the one that hacker has created, and reverted the email for my original one. The damage was minor, though substantial in a few places. But because I have the access back, I can now just re-join all the servers I had before and sent new friend invites
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Nice. Sadly it's been a month now and Discord hasn't responded to my ticket. I'm at my wit's end right now.
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Yeah, same here it's been a month for me too no respond yet. Still waiting…
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Still waiting.
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Lumagrowl 32
What sort of damage?
I would’nt personally remember all of my friends that I had added nor all servers since they require invites. Would be sad to see everything deleted if i get my account back.
Congrats with your account getting back btw0 -
Diyar David Celik Thank you. The damage was minor. Pretty much added a bunch of random people and joined random servers. I was banned from one of the needed ones for me. And because 2 months have passed already I decided to delete the account eventually. It was more of a principle for me to recover it, so I could resolve any misunderstandings with my contacts.
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Lumagrowl 32 Would you mind telling me how long It took you to get a reply and your account back?. I've been waiting about 30 days so far and still no reply besides the usual 2 bot replies the first 2 days telling me It had been escalated.
Glad you got yours back though, It gives me hope.0 -
Me too. It has been a movie and I have only gotten one response. Just one.
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Hotaru DestinyDecade If I were to omit all those 2 montha of the dead silence from the support's department that deals with hacked account, I ended up making a new ticket that wasn't mentioning anything about my account getting stolen.
I pretty much had to come up with a story that I need to remove 2FA as I changed a phone number. It was because hacker made an separate accoung using my email. And so, support could only offer deleting it as I didn't have any back up codes. I had to wait for 2 weeks.
And then, a day before the "deadline" I explained the situation to the same real person who was helping with deleting the account. Once tgey got that email, they did both at once. Deleted a fake account and reverted the email for the original one.
I hope that explains my entire process. It is awful that I had to talk my way out from this mess by coming up with a story to at least somehow push things through
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Lumagrowl 32 That wasn't exactly what I was hoping to hear, so you only got your Issue fixed because you made another ticket and got the same person to fix your other Issue.
One of the bot replies said to not make other tickets If I wasn't the one that moved my mail to the new account, so I have stayed clean of making any other tickets since then. I just want this nightmare to be over but the fact you hadn't gotten a reply In that long Is Insane.
I feel like If you mess up trying to get around the wait time then I'll completely lose my main account, so kinda too scared to try and make another ticket like that.0 -
It's been almost two months. I give up.
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Lumagrowl 32
So you're saying that it's easier to request for account deletion, then inform the staff member you get assigned to about the actual circumstances than it is to tell them that you've been hacked?
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Sadly, yes. I don't know what their Trust and Safety division actually do that takes so long. The hackers generally can't remove your email address from the account as it requires authorization from that email.
You could try to approach them to remove the 2FA from it, but the risky part of that is if the hacker is actively using your account, they might notice it's been removed before that information is passed on to you.
Requesting to have the account associated with your email address seems to be the best approach. Just be sure to respond to the support email from your email and not the support website.
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