Support...does not support...

[Zzabur]

Long time PoE player (started during PoE beta, bought my first pack in 2014), i bought PoE2 EA, and was having a lot of fun.

Then i saw a "suspicious activity" for my account on the PoE site, and realized my email has been changed. Fortunately, the hacker could not log in, because my account is linked to my Steam one.

So i asked support for changing my email adress again so that i could change my password for the site.

They locked my account immediatly (even after i told them nothing has been stolen,nor could log in) after answering (about 3 weeks after my initial request.... so totally useless because the hacker could reach the account during 3 weeks....)

From then, it's a nightmare, they asked me a lot of questions, i could not answered them all, but a lot of them.

They said it was not enough.

They then asked for accounts that could be linked, so i told them about Steam account linked, and proved them i am the owner of the Steam account.

They said it was not enough.

Then, they asked for evidences about packs i could have bought. Fortunately, i bought a lot of them, so i provided about 10 bills from Steam to pay for packs and gold.

They said it was not enough.

Then they asked for evidences about packs i bought outside of Steam. At first i could not remember, they said they would keep my account locked, but eventually, i found by luck 2 emails (from 2015...) from GGG for the Vaal pack (first addon) and some gold i bought for cosmetics.

They never replied.

So, i ask this question : does anyone ever get its account back? I provided all evidences, still not enough, what can i do?

Advice : if your account has been hacked, but nothing stolen, dont say anything to support, you will lose your account.

I cant even buy another copy to make another account as my email has been flagged, and Steam says i already own the game....

Any idea about what i can do?

I wrote a bad review, trying to attract the marketing advisors... and will keep it thumb down until i can get my account again.

I really love this game, got more than 2000h (started before Steam) on PoE1, and i was already mapping with 3 characters in PoE2, but i wont support this game anymore if i cant play...

And i thought i should warn people about what can happen if you ever try to contact support...

[ffrotty]

cool story, they've already addressed that they're slammed due to the volume and are working on getting more help. You trying for more help on a 7 year old issue right now is unforunate timing.

Fortunately, the hacker could not log in, because my account is linked to my Steam one.

So i asked support for changing my email adress again so that i could change my password for the site.

They locked my account immediatly (even after i told them nothing has been stolen,nor could log in) after answering (about 3 weeks after my initial request.... so totally useless because the hacker could reach the account during 3 weeks....)

Which one is it? The hacker couldn't access it since it's steam or the hacker had access for three weeks? Hmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm.

[FreeLuigi]

The questions are just a cheap trick for them to buy time as they're horribly overwhelmed.

Imagine being a support employee at GGG, staring at a backlog of thousands of support requests, going through them one after another for the pennies they pay you, while the founders sold their souls to China & are getting their bald heads burned on a yacht with a cocktail in their hands.

You just gotta love capitalism, baby!

[Zzabur]

Originally posted by ffrotty:

Which one is it? The hacker couldn't access it since it's steam or the hacker had access for three weeks? Hmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm.

Both.

He could reach my account on the website, and change my email adress for its own one before being locked.

He could not reach game login, as Steam is mandatory, and he did not have any access to my email or my Steam account. So he could not steal me.

This is an issue i got since a month, not 7 years.

If answering me bothers you, it's not mandatory. Have a nice day.

[Zzabur]

Originally posted by FreeLuigi:

The questions are just a cheap trick for them to buy time as they're horribly overwhelmed.

Imagine being a support employee at GGG, staring at a backlog of thousands of support requests, going through them one after another for the pennies they pay you, while the founders sold their souls to China & are getting their bald heads burned on a yacht with a cocktail in their hands.

You just gotta love capitalism, baby!

Best answer, even if i still hope you are wrong.

[FreeLuigi]

The part about yachts is obviously facetious, but their support being completely overwhelmed is something they've stated already.

I mean why would anyone invest into their support department after a 100 million buyout before launching a new game? They could not have possibly seen that coming!

[königplatzen]

Originally posted by Zzabur:

From then, it's a nightmare, they asked me a lot of questions, i could not answered them all, but a lot of them.

Maybe they doubt you, when you can't answer some of these questions.

There should be ways to recover, if you are the real owner.
Good luck with it.