lost account

15 Replies
Hellknight
10 November, 2017, 12:36 AM UTC

Is there a place we can direct a player to for assistance with his account?

He has not been able to log into his account for a week.

When he attempts to enter his password - he gets an error message indicating that the password does not match the email address.

When he attempts to reset his password under the "forgot your password" feature he gets an error message " no account attached to that email"


He has assured me he has checked the email he entered repeatedly .

He still gets emails from palarium to that email account informing him about tourneys and free gifts he can not log in to collect

He has been kicked from his coalition for lack of logging in.

He has sent a few tickets to support - no response.


Where should we direct him to go?  What should he do next?


I am at a loss .... any suggestions would be appreciated.
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Dimitri Molchanov
Community Manager
10 November, 2017, 3:19 PM UTC
If you can provide me with ticket IDs, I'll follow up on the matter.
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Hellknight
11 November, 2017, 1:47 PM UTC

thank you Dimitri


i will contact my friend and get them for you
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Hellknight
12 November, 2017, 5:27 AM UTC
support ticket number is 229272 
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Dimitri Molchanov
Community Manager
13 November, 2017, 8:46 AM UTC

Checked the ticket,


Looks like coordinates of your friend's City were only provided yesterday, so right now it is pending investigation. Rest assured, Support will get back to him once it is completed.
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Hellknight
15 November, 2017, 3:46 AM UTC

Thank you Dimitri


why do they ask for the coords of the city when you make a ticket?

the people that handle the tickets cant see the coords that are entered?


he has been locked out of the account for over a week - he did not know you have to enter the city coords again in the description of the problem

(something that should probably be put in the description of how to make a ticket)
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Dimitri Molchanov
Community Manager
15 November, 2017, 8:42 AM UTC
Either something was entered incorrectly, or Support needed to double-check for one reason or the other. Cases with lost access to the account usually do take a bit to investigate.
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Dimitri Molchanov
Community Manager
16 November, 2017, 3:53 PM UTC

Hellknight,


As promised in the Online Chat, I have looked into the matter further. At the moment I can confirm that our Support agent has requested the following:


1) Screenshots or photos of your last in-game purchases, namely, confirmation letters or cheques.

2) The email address you are entering to log into the account.


This is far from irrelevant information as it pertains to your friend's account security, exactly as I have explained in the chat. The email will need to be confirmed even if it is the same one that he used to open the ticket, but the screenshots or photos are what is essential to the case. Please make certain your friend provides those ASAP. That will make the entire process faster and smoother.
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Hellknight
17 November, 2017, 12:35 AM UTC

He has quit sparta.


You changed his account somehow - his email is his only email, used for every day life as well as his swoe game.

It has never changed ... you guys changed it for some reason.

Feel free to delete his account.   He will not be returning to this game anymore.


When you get the chance - check his friends list.

These are the people your group has upset - the ones that now think of joining him when he finds a new game ... one we can all play together.

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Hellknight
17 November, 2017, 12:39 AM UTC

As i said in chat - I am very very disappointed with the way you have handled this matter.


Your support team do not ask for all the information they need in one message - and they wait 2 or 3 days between each correspondence where they ask for information they already have.

I now find out that there are many that have had the same issue - being locked out of their account (the accounts are not deleted, not being used, just had the email that they are attached to changed)

I find out that all have tried to sort this with support and had similar experiences as we have.

i find out that they all quit this game over the treatment they recieved - the amount of time support takes to respond to their problems, the lack of effort by your company to help customers that pay money to play.
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Hellknight
17 November, 2017, 12:41 AM UTC

I have loved this game - and the players i get to interact with over the years ... but if my friends are going to play on a new game because of your actions - and yuor lack of interest in fixing these problems ... i am left with a choice


keep playing here and pray that the same thing does not happen to me and my account - possibly loosing all the effort and money i have sunk into this game ... or moving on to a new game where i can play with my friends.


poor choices for the people left here as you force our mates to move on.
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Dimitri Molchanov
Community Manager
17 November, 2017, 8:45 AM UTC
Hellknight, I apologize if this seems blunt, but your accusations are completely unfounded. We have no reason to change your friend's account email at random no matter how you look at it. It is, however, possible that his account was indeed hacked somehow. Our Support agents do what they can to give an update within 24 hours whenever possible. However, at times this may not be an option either because of the volume of tickets they have to deal with or simply because they are waiting for investigation results. Things such as lost account login details cannot be resolved immediately, which is why it is so important to keep your account safe as outlined in our Security Policy.
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Hellknight
17 November, 2017, 2:45 PM UTC

hello - My account is the one in question ... I am having hellknight post this information no my behalf as i can not even log into the forums.


My account is not accessible at this time as my email address i used to make the account does not have an account attached to it.

I still receive emails from SWOE advertising events happening in the site. These emails are addressed to my account in SWOE.

I believe if the account was hacked, i mail would be sent to what ever email the hacker changed the account to?  or do you continue to spam old email addresses after they have removed their account?


My computer system was sent to a professional  service to have it checked for virus/trogen horses or other malicious software as i use it for work and personal banking.

I have been informed that other than bloat ware that would not put my information at risk, my computer was clean.

I have never lent my account to others, or shared my information or passwords.


I have however contacted support.  They take days to respond to tickets, and ask for information that was entered into the ticket such as city coords (odd that they dont ask which sparta server ... information also entered into the ticket when it is created)

I have trouble believing that this information needs 3 days to investigate a city coord ... then they ask for your email address ... been days and still waiting for the response when i informed them of my email address.


If my account was hacked ... I spend money on this game.

My credit card information is available to anyone that hacked my account.  Forgive me if i dont wish a hacker to have access to this information.

I now request you close my account so my financial information can not be used by who ever has control of my account.

(mind you the coalition i was in kicked me for not logging in - odd behavior of a hacker to take an account, change the email and not log in or use it)


Players of SWOE beware of your account - the email can be changed and your creidit card and personal information will become public knowladge and support will not assist you in sorting the trouble out or securing your financial information out.


I will post this else where in forums ... but please circulate this information.

Players need to be informed of this danger.


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Sittinudck
17 November, 2017, 2:55 PM UTC

Is there a way to remove your credit card information from your profile?


I have checked my profile, but i do not see a way to erase or remove my credit card information for the card i used last.

How often do accounts get hacked?
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Dimitri Molchanov
Community Manager
17 November, 2017, 4:11 PM UTC

I must emphasize again that Support is not asking for his email as the one and only information. They needed it confirmed, but the primary request is for screenshots or photos of the in-game purchase receits or confirmation letters. This is requested for security reasons. It is also possible to remove or edit Credit Card information, to do that follow these steps:


1. Click on the Pencil button here -> http://screencast.com/t/6nqXAeiK4a

2. Click on the red cross -> http://screencast.com/t/ncPwjNHsZpfj

3. Click on the Pencil button again to confirm your actions -> http://screencast.com/t/VaWttQ3I9

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Klaatu
17 November, 2017, 4:37 PM UTC

it would also be interesting to know if your company is taking legal action against the new user of a hacked account. for example on the basis of the used ip-address. or is that a matter of the user and if so, what support do they get from you?

if a player always logs in from the same ip range, knows his user id and knows the email address with which the account was created, that should be sufficient as an identification completely. At the moment it looks like only players who have made in-game purchases have a chance of recovery at all. sounds very illogical.



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