Seeking Clarity on Account Compromises and Handling Process
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Hello GGG Team,
I’ve been observing the situation quietly for some time, hoping for progress regarding the ongoing account compromises. Unfortunately, I haven’t seen any posts in the compromised accounts thread (https://www.pathofexile.com/forum/view-thread/3667200) mentioning successful account unlocks. The time taken to address these cases seems excessively long, leaving many players locked out indefinitely. This thread is intended to seek information and clarification regarding the situation—it is not a feedback or suggestion post. The community is looking for concrete answers, as the lack of clarity has only fueled uncertainty. So far, there has been no official statement or explanation regarding the nature of these compromises or how they are being handled. Based on reports shared by the affected players, there’s growing concern that there may be an issue within the game itself. Could you clarify if this is being investigated and what steps are being taken to address it? Please do not redirect us to contact support via email. Many affected players, including myself, have already done so and are waiting weeks, sometimes over a month, with no updates or resolutions. Locking out players, especially for extended periods, appears to have caused more harm than the actual account compromises for many. Players didn’t purchase access to play a waiting game—they deserve timely resolutions and communication. If you cannot answer this directly, I kindly ask that you escalate this question to the appropriate staff, team, or employee who can provide the necessary clarity. We’ve been incredibly patient, but there’s a limit to how long customers can be treated with neglect before trust is irreparably damaged. What is GGG’s plan to handle these ongoing concerns? Can the community expect any updates or insights soon? Transparency and faster handling of these cases would go a long way in restoring trust and morale among your player base. Thank you for your time, and I look forward to any clarity you can provide. Kind regards Last bumped on Jan 9, 2025, 11:11:08 AM
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I'm afraid we aren't able to comment on account security issues over the forums as this poses a security risk. Any details posted about our process could be used by malicious users looking to compromise accounts with less risk of detection or more easily gain access to accounts they do not own.
Players with account issues will need to contact us via email at support@grindinggear.com so that we can assist them; if they have already done so, they'll need to wait for a response from the appropriate team members. I'm sorry we are not able to assist further over the forums. | |
" Aaaaaaaand you're directed to the support email that's not checked just like clockwork. GGG should be ashamed how they are handling (not handling) any support cases. We got missing purchased coins for 4+ weeks Purchased Coins delivered to wrong accounts for 4+ weeks Locked accounts for 4+ weeks Widespread exploit of stolen currency for 3+ weeks I would say all 4 are high level issues and a priority for any game and No comments, no tweets, no press releases, just a copy paste to send email to support which will get no reply. |
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" Thank you for your reply, JC_GGG. I understand the need to avoid discussing sensitive details about account security in a public forum to prevent malicious actors from exploiting such information. However, several important community concerns remain unanswered. Can you confirm the following instead: 1. You cannot provide any information or approximate timeline for how long an account will remain locked. 2. You cannot disclose any information about how accounts are being compromised, as evidenced by moving a previous thread discussing potential vulnerabilities to the "Feedback and Suggestions" section instead of addressing the questions directly. 3. You cannot confirm whether any accounts have been successfully unlocked since the issues began. 4. You cannot share any plan or timeline for addressing the backlog of locked accounts or improving response times for affected players. 5. You cannot confirm whether these ongoing concerns have been escalated to the appropriate team or individual capable of addressing them, or acknowledge the frustration caused by these delays. If any of these points are incorrect, I would greatly appreciate clarification on what you can address. Many of us feel stuck in limbo with no clear guidance, and this ongoing lack of communication is increasing frustration within the community. Thank you again for your time. |
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We aren't able to provide any estimate for how long it might take to regain access to an account, as our current wait times along with the variable nature of the correspondence required to verify account ownership make it impossible to provide any level of accuracy.
We aren't able to speculate on why any given players may have lost access to their accounts, and discussing any such vulnerabilities may just end up helping malicious users trying to gain unauthorised access to other accounts. The best way to keep your account secure is to ensure that the password for your account and all associated connections to your account are unique and complex and that you regularly scan your computer for malware/spyware and make sure you do not provide your credentials by mistake to untrustworthy parties, which would include being careful not to fall for any phishing attempts, for either your Path of Exile credentials or those of any connection to your account (e.g. your Steam credentials). I can confirm that players do have their account access restored after verifying their account ownership and having the account reviewed. We're currently working on reducing our email backlog so that we can reduce the wait times players are experiencing. We understand that it is frustrating to have to wait for assistance. This is why we greatly appreciate your patience and understanding while waiting for a response from our team. I'm very sorry that you feel like you are in limbo, but unfortunately you just need to be patient until the appropriate team members can get back to you via email regarding your account. To avoid further delays, please be sure not to spam our inbox with additional requests, and make sure that you provide all of the information we request when replying, if possible, so that less time is spent requesting information multiple times. | |
" An early opponent of security through obscurity was the locksmith Alfred Charles Hobbs, who in 1851 demonstrated to the public how state-of-the-art locks could be picked. In response to concerns that exposing security flaws in the design of locks could make them more vulnerable to criminals, he said: "Rogues are very keen in their profession, and know already much more than we can teach them." Yet another unpaid Path of Exile 2 Alpha Tester.
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" Rizzn2k#1267 and I might have some information regarding the method by which some accounts are being compromised, but we’re not ready to disclose it publicly just yet. Could we reach out to you privately, either through the forum or email? It’s important that we’re able to communicate without delays if we go the email route. Thank you! Last edited by Crainus#7059 on Jan 9, 2025, 11:25:41 AM
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