*ALERT* - Compromised Accounts
Due to issues outside of Blizzard's control, there has been a recent increase in accounts being compromised, and this has resulted in an increase in the number of claims for investigation. We're happy to investigate these claims and provide the level of service that Blizzard gamers expect, but we'd also like to provide as much information as possible to
help everyone avoid this type of situation.
WHAT HAPPENS WHEN AN ACCOUNT IS COMPROMISED?
Compromised accounts are generally used to violate the game's policies. To protect the game and its players, Blizzard must take action against these accounts, many times even going as far as having to shut down the accounts involved. There is generally no indication to Blizzard that the account has been compromised until the person listed on the account contacts us to investigate the matter.
This situation has arisen most often as a result of one or more of the scenarios below.
HOW WAS MY ACCOUNT COMPROMISED?
Keylogging - A keylogger is malicious program code hidden on your computer that secretly captures your keystrokes and sends this information to people who can use it to access the things you use your computer to access.
This program code can be placed on your computer in a number of ways, some of which don't involve you doing anything other than visiting a seemingly harmless website or installing what looks like a normal World of Warcraft add-on.
For additional, easy-to-read information about keyloggers and what you can do to protect yourself from them, please visit our
account security page on the subject.
Sharing Account Information - A leading cause of accounts being compromised is from players willingly sharing their account information, such as with personal acquaintances, companies offering power-leveling services, or other players for the purpose of trading accounts. One of the main reasons that this behavior is a
violation of the game's Terms of Use is because it so often leads to situations in which the person or company that the player provided his or her account information to ends up using that information to compromise the account, oftentimes unbeknownst to the player.
Please note that not being aware of the fact that
sharing account information is a violation of the game's Terms of Use does not result in leniency in the enforcement of the policy. The results of sharing account information can be severely detrimental for everyone involved, and Blizzard must enforce this policy consistently in all cases.
Phishing - Players may sometimes receive official-looking emails asking for their account name and password. These emails, which are made to look as though they come from Blizzard, sometimes threaten dire action unless the player provides his or her login information so that "Blizzard" may verify the legitimacy of the account. Employees of Blizzard Entertainment will never ask for your password through email. Don't fall for this scam; instead, forward the email to
billing@blizzard.com.
The Billing and Account Services team has an easy-to-read
Account Security page with suggestions on how to keep your computer and account information safe. Please take a few moments to arm yourself with the information contained there.
WHAT SHOULD I DO IF MY ACCOUNT HAS BEEN COMPROMISED?
If the game is still accessible to you, the best first place to go when you suspect that your account has been compromised is to submit a help request via the game-master-petitioning system in game. As a 24/7 staff, the GMs are best equipped to ensure your inquiry is investigated in a timely manner. The GMs can also be reached by email at
wowgm@blizzard.com.
An alternate route would be to send an email to the Account Administration team. The current turnaround time for email-based inquiries to this team is 7-10 days due to the volume of investigation requests that they have been receiving of late. There are two methods available for contacting Account Administration:
- Send an email to
wowaccountadmin@blizzard.com, or
- Fill out and submit the
web form available at the
Account Administration website.
Lastly, players can also contact the
Billing and Account Services team. The current increase in call volume for Billing and Account Services may result in a longer wait time to speak to a representative.
Número de solución: 21449Dirección del artículo:
