Hello,
My friend got issue about account was compromised. But when he 's trying to recover his account, BZ support refuse to solve the issue.
First mail from Blizzard:
Action(s) Taken: Account Closure
Recent activity shows your account may be compromised. We disabled this account to protect your privacy and prevent further damage.
We recommend checking our [Securing a Blizzard Account article]) for suggestions to make it harder for someone to compromise your account.
second mail from Blizzard (after he was trying to ticket BZ support to recover his account):
Thank you for contacting Blizzard Entertainment Customer Support!
I understand recently a ban was placed on your Battle.net account.
I’ve gone ahead and performed my own investigation here and determined that the action was indeed accurate and no signs of a compromise was found. Because of what was found and verified, we will not be removing the action at this time.
For more information on how account suspensions are handled, please visit the link below:
I understand this may not be what you were hoping to hear, but I hope I was able to clear things up and wish you a good rest of your day.
Now he’s confused that in first mail BZ said the account was compromised and be banned to protect account privacy. But then he was denied to recover his account.
He now doesn’t know how to unlock his account.
On other hand, he confirmed that his account wasn’t be hacked. The issue was just because he used new PC and new and better internet provider to lower ping when playing WoW (maybe blizzard detected unfamiliar activities and determined that account was compromised?)
If there is a way to deal with this issue, please help him out.
Thanks,
Nobody here can help him as this is a player to player support forum. Plus, there is nothing you can do to help your friend. Blizzard will only communicate with and act upon the requests of the account holder.
All he can do at this time is to submit another appeal. There should be a link or instructions for submitting an appeal at he bottom of the last email he received. He can provide details of his new setup, but keep in mind that the appeal process is not an opportunity to plead a case. It’s just another opportunity for a different set of eyes to review their logs and data to make sure that the original conclusion was correct. Also keep in mind that Blizzard can see every transaction and every log in location and IP address that has occurred on the account.
Emphasized on the “may be”, not that it definitely was. The appeal ticket does it’s deeper dive and they’re then stating that no compromise was found.
Your friend can submit their ticket for another appeal - just know that the appeal isn’t a process for your friend to plead their case. It is a fresh pair of eyes looking over all of the data from the investigation. And they can keep appealing until they’re warned no more appeals will be accepted. Mind you, only one ticket of appeal should be in at a time. Not multiple ones, that only shuts things down all the faster.
Like it has been said above me, do not take offense that you will not be able to play the intermediary between your friend and the staff. Only your friend needs to submit an appeal. Even the SFAs that may or may not pop in once they get into the office later, they will likely only be able to confirm whether or not your friend has a ticket in properly to continue the appeals process. You have no part to play in anything beyond what you’ve posted here.
Yes, i do know and thank you for your advice about it.
Just because my friend 's bad at English (even worse than me), so that i 'm finding help for him to appeal the right way. Such as, in ticket subject should he choose “can’t login” or “account hacked” or anything else? Last time his appeal was rejected maybe due to that?
As he’s my friend in RL so that i know what he said is correct (he bought a new PC, used a new internet provider and playing very normally without any third-party program or hack/cheat tool).
Is it weird that an action account closure was done (by mistake i guess) to protect his account privacy and prevent further damage, then it blocked himself to his own account.
Google, FB or other platforms have more flexible treatment to this kind of issue.
There is a specific category for appealing a suspension, ban or silence.
Only the account holder can put in a ticket to appeal their own account action.
Also keep in mind that Blizzard can see everything going on.
The first lock could be due to a new PC and IP address. That would be done to protect the player from suspicious activity. It is AUTOMATED as a safety mechanism. The actual ban investigation, and appeal investigation, were manual done by a person who determined that the activity on the account was not due to a compromise and occurred while the account holder had control of the account.
Blizzard does not allow any form of automation, exploitation, account sharing, etc.
he did change the password a week ago. Then his account was banned 3 days ago.
He tried to change password, re-activate by “can’t login” → verification code from registered email. But nothing help, the account still banned.
Then he will need to continue to pursue the appeal through tickets. I’d also suggest that he make certain his system and email are secure. If the first was NOT prompted by his own actions - it may have been an attempt for someone to get in. Also, having an authenticator on the account helps security greatly.
Same. At most, it will lock the account and you have to change your password. If you have an Authenticator, it will ask for the Auth. I got a new laptop a year ago and that is all it does.
It most certainly does not ban someone. Different PC and “got a new internet” sounds like maybe a VPN to me. New PC, VPN, and esp any unusual play behavior, is going to set off alarms.
It was the only thing he has done that considered unfamiliar activity.
Other than that, he spent like 2-3 hours a day to do dailies, dungeons.
anyway, in the first mail BZ already said it was activity that makes account may be compromised. If there’s any other issue, like hack, cheat, bot, etc… it should be Wow account banned but not battle net account banned and it will be mentioned in the BZ reason. Am i right?
Anyway, he is low-tech and never used any kind of hack, cheat, bot in other games before so i think it’s not the case
Yeah, it won’t get you banned, esp not alone. It can be one of the factors considered in a larger investigation, but VPN use is not prohibited - it is just not “supported” either. It can raise red flags, but alone won’t get you suspended.
