Request for Account Unlock and Email Reset - Urgent Assistance Needed

Dear GGG Support Team,

Let me clarify: I created a new email account to make this post because my account was hacked, and the email was changed. As a precaution to prevent further item loss, the team locked the account. I have now enhanced the security of my email by enabling 2FA.

Right now, I just want the support team to unlock my account and reset the email back to the original one before it was hacked, so I can change the password. This is to ensure I can play PoE2 during the New Year holiday.

I have already provided the account recovery details and sent them to support@grindinggear.com on 2024/12/22.

Best regards,

"

bestmaster1996#5421 wrote:

Dear GGG Support Team,

Let me clarify: I created a new email account to make this post because my account was hacked, and the email was changed. As a precaution to prevent further item loss, the team locked the account. I have now enhanced the security of my email by enabling 2FA.

Right now, I just want the support team to unlock my account and reset the email back to the original one before it was hacked, so I can change the password. This is to ensure I can play PoE2 during the New Year holiday.

I have already provided the account recovery details and sent them to support@grindinggear.com on 2024/12/22.

Best regards,

good luck. people put in requests 3 weeks ago still nothing

I think my hope is fading away. LOL

First of all, I apologize for posting in this thread again. After my account was locked, I sent an email to support@grindinggear.com, but until now, I haven’t received any response. So, I would like to take this opportunity to share my experience and vent a little.

After my email was hacked, my POE account was locked to prevent further risks, which I totally understand, and I appreciate the team’s efforts to keep things secure. However, I’ve tried reaching out to Support several times, but so far... nothing. It’s almost like sending emails into a black hole.

At the same time, another chat group application I use (which I won’t name here) was also hacked, but their team was able to restore my account in less than two days after I submitted my request. This made me feel that the response process for the game might need to be improved in terms of speed.

I am posting here again because I still haven't received a reply from the team since my account was locked. I would like to ask the community: Do you think this is taking too long? And is there any way to speed up the process or any other magical secret way to contact the team for faster help?

Thank you in advance for any advice – or at least some moral support! :)

The account lock was unnecessary, for real. The damage has been done. Passwords have been changed afterwards. The point of the mail to support was not to get locked out, but to take action against the hacker, who is still selling stolen goods in the trade to this day.

"

waitingforunlock#4272 wrote:

The account lock was unnecessary, for real. The damage has been done. Passwords have been changed afterwards. The point of the mail to support was not to get locked out, but to take action against the hacker, who is still selling stolen goods in the trade to this day.

I agree with you, but I also understand GGG Support's perspective of trying to prevent the hacker from escalating the attack. However, keeping accounts locked for such a long time makes me wonder what’s taking so long to review. Why not just restore the email and unlock the account already? I sincerely hope everyone facing the same issue gets a resolution soon as well.

Update on this case: It has been one week since it was locked, and there has been no response yet.

Still no answer for me aswell. Also there was nothing to escalate anymore. Passwords have been changed and system was checked.

It just did more damage.

The silence of GGG makes me think more and more that something is wrong on their side of account security. Until they don't say something about this situation, we're all unsafe.

"

waitingforunlock#4272 wrote:

The silence of GGG makes me think more and more that something is wrong on their side of account security.

Remove the tinfoil hat, the silence is because of the large volume of support requests they have been getting and that they work with a queueing system (coincidentally sending more mail to try bee seen quickly only resets your position in the queue making it take even longer)
They have said this in multiple posts, made an announcement about it as well.