FYI: I am the owner of the account. I had to use my wife’s account to access these forums. My account was banned due to hacking. I submitted a ticket to appeal the ban based on the account hack. I received a reply that my account was restored and my password for my account was reset. I was instructed to follow the password reset instructions and add an authenticator to my account for security. I reset my account password, however upon attempting to access my account to add the authenticator and resolve my ticket, my login states my account is still banned. Since I do not have access to my account the best I could do was reply to the email I received. I have received no answer. I created another ticket to report the issue and it has been past the 24 hour deadline for addressing tickets and no response. I would like to continue playing my account. Please Help.
The email itself I believe is an automated noreply domain, you won’t receive a reply from it.
The best you can do is simply submit a ticket, but you will then need to sort out whether it’s your account and not let your wife access it from this point on, or see if you can transfer it into her name.
You can stay signed out of the forums and support site to submit a ticket, you just need to submit a photo ID to prove you are the registered account holder trying to get in.
You wont receive a response to your email. You also don’t have to be logged in to your account to open a ticket. In the ticket, which would be accessed via the Support tab at the top right of your browser window, let them know exactly which account, and that it was supposed to be unbanned, but you still don’t have access to it. Give them the ticket number that the email should contain for them to easier access the information.
Thank you for the response. I only accessed the forms with my wife’s account so I could get some advice. I have submitted a ticket. 2 in fact. The first I actually got a response and I assumed the issue was resolved however, it was not. The second I submitted however, no response. I did also include the previous ticket number with the new ticket. I’m frustrated at the fact that this could have been resolved the first time and now it feels like I am getting no response. I just wish there was a better way to communicate with support than simply submitting a ticket and waiting for a response that never comes.
Things are moving at a slower pace, which is not only frustrating to players but staff as well. People are working from home due to the pandemic. If it helps, it seems most often that accounts are still reading as banned until they’re secured, even though the player is told all is well. Blizzard just needs that confirmation that you have indeed updated your information and that you’re essentially good for it to be unlocked, not that it’s a hacker who just changed all your info again. You will just need to have patience, your ticket will be responded to in the order that it was received.
Not necessarily, Akemi - depends when it was banned.
This is not unusual for a compromised account. They don’t steal them to do ‘nice’ things with them. If it was restored quickly - the account action could have very well already been ongoing and just got applied post restoration.
I understand the importance of securing a compromised account. I totally get why its important to make sure that they can not access the account to do more harm. My complaint is I am trying to follow the process to restore my account and comply with the security requirements to make sure this does not happen again, but I feel like there is no communication. I get you are supposed to login to your account and verify the ticket is resolved but how can I do that if my account is still banned. How can I show that I am taking the necessary steps to rectify the situation and work with the Customer Support to secure my account when the only communication we can use is one-way. Customer Support is two-way communication. You have to give the customer a way to communicate back to ensure the situation is resolved. Asking me to login to my account to resolve my ticket when the issue has not been resolved and I have no access to my account does not help. My only alternative is to provide another ticket to state my original ticket is not resolved. That does not seem like customer support, it seems more like passing the buck.
At any rate is there a time frame for getting an account ban removed? What are my options if I get no reply to my second ticket? Submit another ticket?
It’s not possible for a Blizz rep to close a ticket without a reply. They will absolutely reply. Multiple tickets will likely confuse the issue and lead to further issues, not a resolution.
I would use the following option to submit a ticket, Akemi, since you are attempting to recover the account. Let them know in the comments section that the account was compromised but seems to banned now. They should be able to help.
Note: Your first ticket would eventually be answered, but you didn’t enter a priority category, so it might be a day or so before you hear anything.
Then please explain to me why it states at the bottom of my email that I received,
" [Click here] to review and resolve your ticket. If you continue to experience issues, you can respond to your ticket with additional information.
If you do not resolve the ticket or provide an additional response within one week, we will resolve the ticket automatically and you’ll receive a final update via email."
Vrathris, Now we are going in circles. I have already submitted 2 tickets. I did submit a priority category with the first ticket and I received a reply. The problem however was not resolved. My account is still banned. I agree that adding more tickets may cause a bigger issue. My problem is, if there is no way for me to communicate with customer support (other than submitting a ticket) how is it possible for me to resolve my situation.
My main Issue: Can’t access my account because it is banned.
Blizzard Resolution: Account restored. Secure your account and login to resolve your ticket.
New Problem: Account is still banned. No method to communicate with Customer Support because have no access to account.
Other than submitting a new ticket how do I communicate with Customer Support to notify my original ticket was no resolved? Are you understanding how frustrating this is? I’ll be honest, I would be happy if I even got a response and said we are working on it. But I feel cut off because I have no way of communicating.
Here’s where you’re being a little confusing. Have both those tickets been addressed already? Or are you saying that you’ve currently got 2 new tickets open and are still waiting for a reply?
If both are closed/resolved, then yes, open a new ticket advising that the account is still banned.
The first ticket was addressed by email. I followed the instructions which was to reset my password, login to my account and add an authenticator, then resolve my ticket. I reset my password with the link provided in the email. I then attempting to login to my account and received the same issue Account is Banned. I had no way to communicate with customer support that my issue was not resolved because I can’t login to my account to add additional information to my ticket.
My only recourse was to submit a new ticket, which included the previous ticket information, in order to let them know my issue is not resolved. My problem is now that I have had no communication on the second ticket and I would to resolve this issue.
If that ticket is still open, then you will indeed receive a response to it. Ticket times last I heard were around the 24 hour or less mark. How long ago did you open the second ticket?
Just to clarify. Vrak has nothing to do with the tickets or ticketing system. He can look into what has been done, but he cannot do anything with it, nor can he relay information or poke at someone to fix your issue on your timetable. He mods this forum, and is here to offer insight and advice.
You just have to wait for your open ticket to be answered. If Vrak is seeing that the second ticket didn’t go through, then yes. You should absolutely put a ticket in using the link he provided. The live chat option is only open for a slender window if it is open at all each day. There is no phone number, nor has there been one for some time now. Ticketing is the only option to communicate with Blizzard staff. That’s it.
It’s been 48 hours. Which is why I am concerned because I have no other way to communicate, and I don’t want to submit another ticket.
Did you receive a ticket number when you put it in? If you did use the link that Vrak provided the ticket likely would have been replied to by now.
I did receive a ticket number. When I click on the link Vrak provided it takes me to lost email resolution. Is there a way to use the ticket number I have to communicate back the issue is not resolved?
As I understand it you submit the first one to report the compromise, yes? The issue was allegedly resolved. However, as mentioned earlier, during an account compromise the folks on the account usually violate our policies which is designed to help catch it when it happens and close the accounts to prevent additional abuse.
If the penalty was not yet applied before the account compromise was reviewed it is very possible that the work for the compromise was completed then a penalty applied by another department. This was mentioned earlier by Orlyia.
Alternatively, something may have gone wrong and the process that is intended to restore the account and restore access encountered an issue and relocked after the rep was done with it. In either case, you’d need to submit a ticket so that the issue can be looked into.
I can see you have a second ticket in, which has been in queue for about 23.5 hours. That will be addressed, but as I mentioned it was entered under a generalized category, so it isn’t in a priority queue.
You can wait for that to be addressed, or you can take my advice and submit a ticket using the link I provided.
Which priority category would you suggest I use? I am confused by the options given because none seem to relate to my situation? That is the reason I used the generalization category?
By the way that was very good detective work. I never gave you the email to my original account to verify the ticket status.
Sorry, Akemi, apparently the link I provided was not the one I intended. Try this. The reason you would use “I don’t know my email” is it allows you to attach an ID and not go through other systems that may lead you around in a circle if you don’t actually have access to them.
Thanks! You should see my trying to figure out what character/account someone is referring to on Twitter. 