Help from Support regarding account issues
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Hello everyone.
First of all. Sorry if my english isn't perfect. It's not my native language. But now for the topic: Do any of you have experience with the game support? Can anyone tell me how long it usually takes to get an answer there? Background: Since last week I have a problem with my account. In the night from Thursday to Friday, I got a surprising disconnect with the message "Abnormal disconnect: Entry to this league has closed". Ok, probably a technical error I thought. I tried to restart the game, but when I logged in I got a message that my account was locked by an administrator. Okay no problem...probably some temporary server problems i thought. I was tired anyway. Wrote an email to the support and went to sleep. But when I still couldn't log in the next day, I started to worry. I went to the website to see if I could find more informations. After I was logged in, I discovered the following text under my profile picture: "Banned" / Reason: "Third Party Software". (needed to create a new account for this thread. this is my original account: https://www.pathofexile.com/account/view-profile/xcoda) I was a little surprised, because I would not have suspected that. I had played that day the same way as before. I registered first in 2013, but played most in 2019 and my goal was to contine playing with the new league. So...I wonder what caused the whole problem now. In fact, I received a prompt reply from the support: "Thank you for the message. I have gone ahead and passed this on to the relevant team member for you". But from then on unfortunately nothing more happened. Unfortunately, I am a little bit afraid that nobody will take care of my case. I use some QOL tools, but nothing special that I would describe as "problematic". And like I said, I have used these things before and it was never an issue. Maybe it is a misunderstanding but I can only guess. My fear is that my requests will be ignored once you have the status "banned". The point is: I've invested a lot of time (~900 hours) and money (e.g. stash tabs). I hoarded like ~2500 chaos and other stuff. If I have violated any regulations, it was never my intention to risk it all. I cannot imagine having done anything that would justify a permanent ban. Has anyone had a similar experience? Is there any chance to get help from ggg? I had a lot of fun and invested so much time so far and would be very sad if everything would end like this :( Last edited by xcoda2#1339 on Oct 5, 2020, 10:44:33 AM Last bumped on Oct 5, 2020, 10:24:38 AM
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" Well first your case is being handle, so don't worry aboyt that. This is confirmed by the response you got from support. Your e-mail have been forwarded to the BAN APPEAL department inside GGG and they will now review your case again and give you their deciession. Sadly there is a 14+ day "process" time at the moment. GGG support is not allowed to reply to you regarding this process. So what has happend is that you have been banned from breaching ToS (Terms of Service) by using 3 party software. This can be keyboard/mouse macros, "trade programs", "PoE overlay" and so on --> any piece of software that "access" the PoE client. |
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ok.sorry. just realized i'm not the only one with account issues.
" Thank you for your reply. Ok then i need to wait. Regarding the ToS. Maybe its an option to send a warning first, before locking the whole account. I am honest. I have not read the ToS. You can now perhaps say: "Yes then this is your problem". But let's look at it realistically. Who knows every line of the ToS. I played around 900 hours without problems, so I have never thought about it. Yes, ggg can punish the players for using macros and scripts, but it should not end in a permanent ban. I think there is a big difference to real issues like Botting etc. Last edited by xcoda2#1339 on Oct 5, 2020, 10:44:58 AM
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