My account has been hacked. No way to recover it. please help me.

I woke up this morning to an email that my account email has been changed and when I went on the forums to not allow this, it showed my password etc had been changed. I in no way wanted this to be changed and I have no idea how my email was compromised nor my account. I have screenshots of the email that provides the I.P address of the person who changed my account info. I leveled up a character to level 80 and farmed alot of heroic gear on him which was a TON of hours. I hope this post is taken seriously and I am notified soon of a response. I put alot of time into this server and I would be really disappointed if I am unable to recover my account.

I feel sad for you, I'd recommend you to write an e-mail to [email protected] about this situation as soon as possible.

But this is also a serious security issue for players, people shouldn't be able to change emails without you being able to confirm that change from your previous email.

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Originally Posted by Drakantas

But this is also a serious security issue for players, people shouldn't be able to change emails without you being able to confirm that change from your previous email.

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We offer a 2-step authentication. Players don't use it at their own risk.

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Originally Posted by Drakantas

I feel sad for you, I'd recommend you to write an e-mail to [email protected] about this situation as soon as possible.

But this is also a serious security issue for players, people shouldn't be able to change emails without you being able to confirm that change from your previous email.

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That's the thing though, whoever it was somehow had access to my email and did it. I have no idea how this possibly could have happened to me. But thank you for the advice, I'll email that address.

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Originally Posted by Drakantas

But this is also a serious security issue for players, people shouldn't be able to change emails without you being able to confirm that change from your previous email.

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I've never changed the email on this account so I'm not sure about how the system actually works. However, I do remember liking the system that Jagex uses where an email change request involves sending a message to the active email with a confirmation link and if the link isn't clicked within a week then the email is changed anyways. That gives you a full week to fix your account security and if you lost access to your email then you can still change it with a delay. Obviously that system can be exploited too, but so can every other method.

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Originally Posted by Obnoxious

We offer a 2-step authentication. Players don't use it at their own risk.

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If i have proof of the IP address from the email clearly doesnt match mine, is it possible to recover it? or are you implying im pretty much on my own and wont get my account back

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Originally Posted by Sixtyninee

I've never changed the email on this account so I'm not sure about how the system actually works. However, I do remember liking the system that Jagex uses where an email change request involves sending a message to the active email with a confirmation link and if the link isn't clicked within a week then the email is changed anyways. That gives you a full week to fix your account security and if you lost access to your email then you can still change it with a delay. Obviously that system can be exploited too, but so can every other method.

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Indeed, that could be a good way to deal with email changes. I've changed my email plenty of times just to sort out my previous emails which I was getting rid off and that's something I thought "It's eventually become a problem the way it's working".

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Originally Posted by Obnoxious

We offer a 2-step authentication. Players don't use it at their own risk.

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2 Steps Authentication is a way different sort of security, it will requiere you to get a code every time you want to log-in and probably to deal with some other stuff, and that's not the way to solve things here, but it sure makes your account more secure.
I haven't tested changing emails having 2 steps authentication to see how it works so I have no idea on which way it works.

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Originally Posted by helpmeplease6

If i have proof of the IP address from the email clearly doesnt match mine, is it possible to recover it? or are you implying im pretty much on my own and wont get my account back

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I was replying to his claim that the security we offer is flawed. We offer more layers of security, but we can't be held responsible if people don't use them. On your case, you say they even knew your email password, so having a confirmation email be sent to you wouldn't have helped in any way.

You probably will be able to recover access to the account, that will be up to Support. But nothing that is done with your account meanwhile will be undone, so if they delete all your characters or something like that it will be on you to use points or coins to recover them, for example.

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Originally Posted by Obnoxious

I was replying to his claim that the security we offer is flawed. We offer more layers of security, but we can't be held responsible if people don't use them. On your case, you say they even knew your email password, so having a confirmation email be sent to you wouldn't have helped in any way.

You probably will be able to recover access to the account, that will be up to Support. But nothing that is done with your account meanwhile will be undone, so if they delete all your characters or something like that it will be on you to use points or coins to recover them, for example.

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Right I need to look into this authentication thing if I am able to recover my account for sure. In no circumstance does support restore my character (if he was actually deleted) even under rare situations?

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Originally Posted by helpmeplease6

Right I need to look into this authentication thing if I am able to recover my account for sure. In no circumstance does support restore my character (if he was actually deleted) even under rare situations?

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That wouldn't be for me to answer, since I don't deal with that kind of support, but as far as I don't know there aren't exceptions. The most that could happen would be items lost that were acquired with donated coins have their coin value refunded or something along those lines.

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Originally Posted by Obnoxious

That wouldn't be for me to answer, since I don't deal with that kind of support, but as far as I don't know there aren't exceptions. The most that could happen would be items lost that were acquired with donated coins have their coin value refunded or something along those lines.

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It was a character on Lordaeron so there isn't donator gear on him. I'm not entirely sure if hes even been deleted yet. Hoping for the best.

My friend was able to get into his account and saw there was someone on my character, he whispered him to try and get the character back, and the person claims he bought the account... I have screenshots of this conversation as well if this will strengthen and help my case. Please help me asap, this is insane. This guy also claims he bought it off an "official account trading site" How is that possible someone was able to do this to me and change my email?

UPDATE: we were able to get the person to surrender the account info back and ive secured it myself and put authenticators etc on it. the account is safe. thanks anyway.