Update on Hacked Accounts

[Staleta]

We are aware that there are still issues with some of you being hacked. This is a top priority for us here at Trion and the team has been working to address the situation. As we posted last week, there have already been a number of updates put in place. We are also introducing another function that should make it into the game early this week.

Coin Lock

Users will be coin locked if they log in from a significantly different location. When their account is coin locked, they will be sent an email to the address that they have on their account (their login email) with a code to enter into the game.

Users will see the Coin Locked icon in the spot where their tutorial button shows up. Deactivating the tutorial tips will not turn off the Coin Locked button.

While in a Coin Locked status, users will have the following limitations:
• No access to the auction house
• No ability to SEND mail. Users can still receive and view mail as well as remove items from mail
• No ability to SELL to vendors. Users can still purchase items from vendors
• No ability to salvage, runebreak or destroy items
• No ability to trade
• Users can continue to play and gain coin and items, but cannot get rid of them.

If you are Coin Locked, simply click on the Coin Locked icon and enter the code found in your email from Trion.

If you log in and your account is coin locked, check your email! Someone may have logged in from another location with your account.

If you do not receive the email, please click on the Coin Locked icon and click the “Resend” button to have the email resent to you.

If you cannot access your email or you are otherwise unable to change your Coin Locked status, please contact Customer Service.

We're also working on the addition of two-factor authentication at the login level, which will let you use an app or a cell phone as a way to ensure that you're the one logging on. (You may have heard of this in other products as a SecurID or an Authenticator.) We'll be sharing specifics on that as soon as we can as well.

If you have been hacked:

Contact Customer Support immediately. The CS Team is responding as quickly as possible to restore accounts for those who have been hit.

We assure you this matter is very important to us and we are doing everything we can to resolve your issues and safeguard your account.

this isn't good enough, my father just got hacked while i watched, it took the hacker under 20 seconds, to clean out bags, and transfer the money. he does all the normal security measures, never been hacked in years, and today, he got hacked, lightning fast, and all he did was visit rift-guide.org that is the only site out of the normal he goes to, that may be active key logging site.

[Vertigo]

I think this is a good first step from Trion. I'm very happy that they are at least combating this some way; however, I feel that the more info you make someone provide, the more info the hacker has reason to hack. They have to hack a rift password to make money, so they do that. Now you're making them hack a rift password and an email password. Good and bad I guess, but now people's emails are going to be hacked. Oh well, not Trions problem!

[Pri]

I think this is a good first step from Trion. I'm very happy that they are at least combating this some way; however, I feel that the more info you make someone provide, the more info the hacker has reason to hack. They have to hack a rift password to make money, so they do that. Now you're making them hack a rift password and an email password. Good and bad I guess, but now people's emails are going to be hacked. Oh well, not Trions problem!

If those email addresses used had the same pass as Rift login, I hate to break it to you but those accounts were already compromised.

So no...not Trion's problem.

[Mordhianna]

Thanks for the post, Cindi! This is awesome and I think it's safe to say we all appreciate every effort Trion makes in the name of our security.

[Jhenox]

Awesome! I've been so paranoid since my wife's account was hacked.

[sano]

If I've had a ticket opened since Thursday and been in contact with customer support since Friday.... is there any way to get a check on the status of such? Should I close and reopen the ticket?

[Pri]

If I've had a ticket opened since Thursday and been in contact with customer support since Friday.... is there any way to get a check on the status of such? Should I close and reopen the ticket?

Leave the ticket opened. You have an option to modify or add to it.

Reopening a ticket will just put you in the back of the line again. You could also follow up with an email to support, and reference that in your in-game ticket.

[kaboomski]

I too got hacked Sat night. Everything gone including my bags and everything from the bank. I've scanned my system for anything and came up blank. I've never had a compromised password ever. There has to be a weakness in their security system if so many people have been hacked. I really feel that a security system should have been in place before the game launched, or at least something that could have been switched on if the need came up. Please give us an Authenticator or some kind of onscreen keyboard/secondary password system. Still trying to deal with their "down" customer support system. I was going to buy a multiple month subscription, but now I'm not so sure.

[sano]

Leave the ticket opened. You have an option to modify or add to it.

Reopening a ticket will just put you in the back of the line again. You could also follow up with an email to support, and reference that in your in-game ticket.

I've followed up on the email they sent me after my call to surmise the issue and give me a ticket number and nothing ever comes of it. Getting a bit old after 4 days chasing down this problem.

Thanks :/

[Pri]

I've followed up on the email they sent me after my call to surmise the issue and give me a ticket number and nothing ever comes of it. Getting a bit old after 4 days chasing down this problem.

Thanks :/

I know it sucks...a few guildmates of mine had to wait a few days as well.

Sadly, there are a large number of people who found themselves in the same position.

You can opt to either a) continue leveling, facing the possibility of a rollback to before your account was compromised, or b) roll an alt or three.

Hope things get resolved for you soon!

[sano]

I know it sucks...a few guildmates of mine had to wait a few days as well.

Sadly, there are a large number of people who found themselves in the same position.

You can opt to either a) continue leveling, facing the possibility of a rollback to before your account was compromised, or b) roll an alt or three.

Hope things get resolved for you soon!

Ya, I've been gearing, if it requires a rollback at this point I'm just going to say bye bye to the plat and move along, but this coin lock thing looks promising (didn't refer to any rollback). So, maybe this is what I need, I just want to get my money back, the items I could care less.

[JeYa]

I got account hacked last night and hacker only got few min to transfer most of my coin to someone else I guess. how long I need wait for a response? Has anyone got their coin back without roll back here?

[Genocider]

this is a great concept.

Now how in the hell do I turn it off ? I travel alot, this is an annoyance I neither need or want.

[sano]

I got account hacked last night and hacker only got few min to transfer most of my coin to someone else I guess. how long I need wait for a response? Has anyone got their coin back without roll back here?

This is my question as well, you can't expect people to either freeze their account for 4 days or give up 4 days of progression for this, that's just excessive.

[Grixal]

It is good to see that Trion is working on the safety of our accounts. The coin lock scheme though seems to be overly complicated and full of possible gaps.

Overly complicated? LOL!!

If clicking an icon on a screen then checking your email is complicated... /facepalm

Seems trivial and it does provide more than adequate protection from TRION's side, of course you would have to take steps to protect/ensure your computer is clean.

Oh, and please, enlighten us... saying it is full of possible gaps but not giving examples? The only weakness I see is being able to purchase from vendors.

I think the character should be totally locked out of doing anything that can affect items/coin until the procedure is followed. Period.

• No access to the auction house
• No ability to SEND mail. Users can still receive and view mail as well as remove items from mail
• No ability to SELL to vendors. Users can still purchase items from vendors
• No ability to salvage, runebreak or destroy items
• No ability to trade
• Users can continue to play and gain coin and items, but cannot get rid of them.