Patch 5.4 patch notes
Virtual Realms feature revealed
The Proving Grounds are coming
The latest patch 5.4 newsBlizzard announces automated account recovery form for hacked accounts
by Mathew McCurley 
Sep 22nd 2010 at 3:00PM
Blizzard has just announced a new, speedier way to get help and answered about your hacked account, stolen items, authenticator issues and more! Now, under the new system, you will not have to email or call Blizzard to get these matters into its queue -- simply use the Account Recovery Form.
Calling the new method a "One-Stop Shop" for dealing with account recovery issues, Blizzard has automated the process by which Battle.net accounts can be recovered, dealt with and restored faster than otherwise.
Remember never to share your password with anyone and that Blizzard will never ask for your password. Also, one of the most prevalent ways that hacks, Trojans and keyloggers are spread is through malicious files that pose as addons, so to keep yourself unharmed, remember to only download addons from safe, reliable locations like WoWInterface or Curse.
I cannot commend Blizzard enough for this move. Thank you, Blizzard. In return, we will try really hard to stop getting hacked. Check out the full announcement below:
Items missing? Password changed? Characters transferred to realms you haven't even heard of? Being asked for an authentication code even though you don't have an Authenticator? If any of these questions match the ones you're asking yourself right now, your account might be compromised.
Now, don't panic. Blizzard Entertainment's Customer Service teams are here to help you. There is no need to create a trial account to be able to submit an in-game petition, nor are you required to have a friend submit one on your behalf. To restore access to your account as quickly as possible, please visit our Account Recovery page and be prepared to verify your account information.
With the introduction of our new Account Recovery Process, you should no longer be required to try calling or e-mailing our Billing & Account Services department to remove an authenticator that may have been placed on your account without your authorization.
All you will need to do is fill out our new Account Recovery Form: (https://us.battle.net/account/support/secure-computer.html).
How does it work?
Consider this your "One-Stop Shop" for reporting a compromised account. We'll ask you a series of questions that only you should know the answers to. After we are confident that you are who you say you are, our automated recovery process will take over and attempt to restore your access to the Battle.net account as soon as possible.
This process will issue a password reset e-mail for the Battle.net account that has been compromised as well as create a service ticket (petition) to have an investigation initiated. You will be unable to view this ticket when logged into the game, you should, however, receive a message to your e-mail address containing your ticket number and other information.
What do I do after I fill out the Webform?
• Check your e-mail account for two e-mail messages: one to reset your password and one containing your service ticket information.
• Consider adding a Battle.net Authenticator to protect the account: (http://us.blizzard.com/support/article/26552).
• Take a deep breath... Our customer service team will do the rest.
Now, don't panic. Blizzard Entertainment's Customer Service teams are here to help you. There is no need to create a trial account to be able to submit an in-game petition, nor are you required to have a friend submit one on your behalf. To restore access to your account as quickly as possible, please visit our Account Recovery page and be prepared to verify your account information.
With the introduction of our new Account Recovery Process, you should no longer be required to try calling or e-mailing our Billing & Account Services department to remove an authenticator that may have been placed on your account without your authorization.
All you will need to do is fill out our new Account Recovery Form: (https://us.battle.net/account/support/secure-computer.html).
How does it work?
Consider this your "One-Stop Shop" for reporting a compromised account. We'll ask you a series of questions that only you should know the answers to. After we are confident that you are who you say you are, our automated recovery process will take over and attempt to restore your access to the Battle.net account as soon as possible.
This process will issue a password reset e-mail for the Battle.net account that has been compromised as well as create a service ticket (petition) to have an investigation initiated. You will be unable to view this ticket when logged into the game, you should, however, receive a message to your e-mail address containing your ticket number and other information.
What do I do after I fill out the Webform?
• Check your e-mail account for two e-mail messages: one to reset your password and one containing your service ticket information.
• Consider adding a Battle.net Authenticator to protect the account: (http://us.blizzard.com/support/article/26552).
• Take a deep breath... Our customer service team will do the rest.
Filed under: News items, Account Security
Reader Comments (Page 5 of 5)
Vazpucci Sep 22nd 2010 6:54PM
About time! =D haha! I am glad to see this!
Fairlane Sep 22nd 2010 9:31PM
Dear Blizzard:
Here is how you improve your security exponentially by adding a few lines of code:
1. Make Authenticators mandatory
2. Include Authenticators in every Cataclysm box
3. Require Auth Code to log in
4. Require Auth Code to load a character
5. Require Auth Code to create character
5a. When a new character is ready to enter Azeroth, require an Auth Code
Suggestions 5 & 5a may be overkill, but that's kind of the point.
chris crouse Sep 22nd 2010 9:34PM
so...loaded a fresh rom on my android phone and forgot to remove the authenticator first. tried this to see if it reset it. i was able to reset my pass but the auth is still on the account. will have to call blizzard tomorrow :P
Tim Sep 22nd 2010 11:24PM
It wasn't malware. It broke and took m awhile to figure out what it was. Broke. And everytime I restart my computer it asks if I want to download it again. Hell no, thank you very much. I will manually deal with it. I pretty much know what I'm doing when it comes to my computer. Curse client was broke and I don't want their shit again.
And why is it when some software is bugged out, the elite comment nerd nazi's show up and throw stones? It's us against them folks. Not us against us. Sheesh.
freyal Sep 23rd 2010 12:48AM
Personally I have my doubts about automated processes. Having worked in the customer service industry for years, I can say with some certainty when a company moves away from personal contact with it's customer base, and starts making more things "self service" or "automated" it usually means a DROP in customer service, not an increase. Sure, it might help a few people, and they can get on with their day -- and it might even open up phone lines for -actual- issues.
But it might also have the opposite effect, of dropping work loads, shrinking staff -- which is bad for the people who work for these companies. In addition of course, the less human interaction they allow us to have, the easier it can become for Blizzard to at some point get rid of all customer service.
Many companies have done away with customer service entirely, and there is no longer anything but an automated system which can not help you with anything.
It's my hope that Blizzard isn't doing this -- but they have joined up activision and facebook of all things .. so it's safe to say they're already on a slippery slope.
matthew Sep 23rd 2010 1:53AM
i have taken to using the on screen keyboard when entering personal info so as to make 100% sure keyloggers dont get my info.... not that i think i have any of course :P
RavenJet Sep 23rd 2010 2:31AM
I got to try this out last night before reading the story. Finding myself unable to log in I followed the link in the error message. Email, full name and secret question answered i was able to change my password. Turns out I wasn't hacked my authenticator was bugged. Quick reboot of my android solved it. But I can report the form works just fine. Good job blizzard.
Mors Sep 23rd 2010 8:18AM
Well, good that they put it in, but I have yet to see from Blizzard a warning to those
people with authenticators. I know of at least 3 people whose accounts have been hacked
and they have them. The hackers are getting more griefing by disbanding guilds, arena teams, etc. Blizzard is saying that they can't recover the list of people in the guild, nor arena teams. Also they can't recover the arena teams score or arena points. To me that is all part of customer service and recovery
woshiernog Sep 23rd 2010 4:50PM
I wonder how long it's going to take people to exploit this system. You know they will. People will be people, and we can never have nice things.