Posted June 18, 2015
high rated
Hi!
First off, I'd like to apologise to all who have experienced account hacking on our site over the past couple of days. We're hard at work to make this less of an issue and less likely to happen - but I understand how frustrating it must be to lose access to your games.
Having said that, there's a new measure that will help us pick up on hacked accounts more easily.
If your account e-mail changes, you will get an automated message.
It that looks like this and has the new e-mail address, the old one, the IP currently in use (together with estimated location), and the OS and browser of the current user.
If you get such a message and it wasn't you who changed the email address, contact us.
Use the link at the end of the message ("contact our support team") to let us know it happened. You'll be redirected to our contact form - here's an example of how to fill that in.
We do our best to get back to hacked account emails as soon as possible, and to change the e-mail addresses as quickly as we can and restore the fully functional accounts to their rightful users.
IMPORTANT:
1) When contacting us regarding a hacked account, you must replace the e-mail address with one you have access to - otherwise, our reply will end up at the hacker's e-mail address, which you have no control over or access to.
2) Please do not send multiple requests to support - if you do, your request is pushed to the back of the queue again. If you feel the need to add more details to your support request without getting bumped back, you can do so by replying to the automated support reply you will get with your Ticket ID.
3) As soon as you get access to your account back, please change your password. It may be a simple thing, but please don't forget. It will mean the hacker once more lost access to your account for sure.
First off, I'd like to apologise to all who have experienced account hacking on our site over the past couple of days. We're hard at work to make this less of an issue and less likely to happen - but I understand how frustrating it must be to lose access to your games.
Having said that, there's a new measure that will help us pick up on hacked accounts more easily.
If your account e-mail changes, you will get an automated message.
It that looks like this and has the new e-mail address, the old one, the IP currently in use (together with estimated location), and the OS and browser of the current user.
If you get such a message and it wasn't you who changed the email address, contact us.
Use the link at the end of the message ("contact our support team") to let us know it happened. You'll be redirected to our contact form - here's an example of how to fill that in.
We do our best to get back to hacked account emails as soon as possible, and to change the e-mail addresses as quickly as we can and restore the fully functional accounts to their rightful users.
IMPORTANT:
1) When contacting us regarding a hacked account, you must replace the e-mail address with one you have access to - otherwise, our reply will end up at the hacker's e-mail address, which you have no control over or access to.
2) Please do not send multiple requests to support - if you do, your request is pushed to the back of the queue again. If you feel the need to add more details to your support request without getting bumped back, you can do so by replying to the automated support reply you will get with your Ticket ID.
3) As soon as you get access to your account back, please change your password. It may be a simple thing, but please don't forget. It will mean the hacker once more lost access to your account for sure.
