Regaining Control of a Compromised Account
If you believe the security of the account you use has been compromised, it is imperative that you perform the following steps
immediately:
- Attempt to reset your password via the Account Management section of the World of Warcraft website. This will prevent a "hacker" from logging into your account in the future. Once you have performed this step, please ensure that the account's security has indeed been compromised and the cause was not something innocuous, such as a forgotten password.
- If you are unable to reset your password and it is during normal hours of operation (7AM – 8PM Pacific Time, 7-Day Support), contact the World of Warcraft Billing department by phone at 1-800-592-5499 for assistance in the recovery of your account. If it is not during normal hours of operation, please send an email to the World of Warcraft Account Administration group at [email protected]. While Billing will not be ultimately responsible for investigating the incident, we recommend that you contact them if you have not received a response by the time they have opened for business. This is to prevent as much further damage to the account as possible.
- Run a virus scan for Trojans installed on your machine. Most often, access to the account was obtained through a Trojan, usually a key logger.
- Change the password for the email account you use. This may have been the method used to obtain your password in the first place.
When an account is reported or its security appears to have been compromised, the World of Warcraft Customer Support Staff will disable access to the account while we conduct an investigation. Once we are confident that account access privileges have been restored to the registered user (and only the registered user), we will enable access to the account. While we will attempt to restore any items/gold missing from the account, we cannot guarantee that lost items/gold will be reimbursed. Reimbursement is only a possibility if the situation is reported within 2 weeks (14 days) from the date the account was first compromised. Additionally, restoration due to an account compromise is offered only once. Should the account become compromised in the future, we may restore deleted characters, but no reimbursement of items/gold lost will be offered.
