Account recovery impossible

robin_be

Hello,

A friend of me lost access to his account (probably hacked), but he can't do account recovery: he always gets following response:

Hello,
Thank you for contacting Z8Games Support Center.
Some of the account information you provided on your support form doesn’t match our records or it was filled incorrectly. You need to provide us with sufficient correct information on the support request form in order for a staff member to verify the account ownership.
Please submit a new support ticket with the correct Login ID and enough information so we can be able to better assist you.
For assistance with how to fill out the support form, please follow this link: http://support.z8games.com/index.php?/Knowledgebase/Article/View/181/33/how-do-i-submit-a-ticket-to-the-account-administration-department

But the Login ID he is entering is correct.
The form also asks the Current Registered Email BUT the person that took over the account change the email so [highlight]there's no possible way of knowing that?[/highlight]
He lost his account creation mail, so he can't answer to the security question and creation date, but there should be enough proof in the "message details" box.

It looks like the only answer he is getting is from an automated procedure that says the login ID is wrong (which is not true), so the staff can't get to see the evidence he put into the message details infobox.

Can he get his recovery form to reach the actual staff and not get an automated response?

I really appreciate any help you can provide.

Moe_deta

Sorry to hear about your friend...

The only way to recover an account is through the support. The message is not automated, an actual GM has reviewed the ticket and you've got the proper reply.

You just mentioned that he is missing several pieces of information, so whether the login ID is correct or not, you'll probably get the same response again.

robin_be

Thank you for your quick response.

The problem is that he can't give more information other than the login ID.

- The current registered email has been changed by the person that hijacked the account
- He lost creation email so no recovery question/answer or full creation date
- ZP was bought using prepaid cards and no transaction numbers were saved that way

The only thing he could do, is to provide enough proof in the details textfield, or does this means that said proof is rejected?

Moe_deta

robin_be wrote: »

Thank you for your quick response.

The problem is that he can't give more information other than the login ID.

- The current registered email has been changed by the person that hijacked the account
- He lost creation email so no recovery question/answer or full creation date
- Payments for ZP were buyed using prepaid cards and no transaction numbers were saved that way

The only thing he could do, is to provide enough proof in the details textfield, or does this means that said proof is rejected?

Unfortunately, the login ID isn't enough information since it can be saved in the browser data or the account might have been shared with another person. The only way to recover it is to answer the support questions correctly.

No problem. Sorry I couldn't help.

[GM]Kanadian

Moe is right. Without that info, there is no way we can verify that you are who you say you are. Just imagine what chaos would ensue if you could recover with just the login ID.

robin_be

Even if there are more details provided in the info box?

Such as:
- Previous clans
- Old passwords
- Old names
- Sufficient screenshots/replay files

adigagever

if you don't have 1 piece of the info then you don't have all the info

they don't really care about the massage box ..they care more about the how you filled in the ticket form

(I have long history with account admin tickets...took me about 100 tickets to recover my cow..and then after I succeed to recover it ..the GM's perm banned my cow for staff Impersonation xD)

robin_be

I'm afraid it won't be possible for him to get his account back then, which is a shame..
It teaches us once again to keep all the important info somewhere, it could be usefull later!

Thank you for your replies.

KraveMySwag

[GM]Kanadian wrote: »

Moe is right. Without that info, there is no way we can verify that you are who you say you are. Just imagine what chaos would ensue if you could recover with just the login ID.

I'd recover all the account's that got stolen from me back in 2009-2010 LOL. (This is my only 100% secure account.) after like 5-6 accounts getting hacked without me having the information down i learned my lesson, no more "free zbs" asking for my account information.

Soulhealer

[GM]Kanadian wrote: »

Moe is right. Without that info, there is no way we can verify that you are who you say you are. Just imagine what chaos would ensue if you could recover with just the login ID.

well its hard if the registration Emailadress doesn´t exist anymore and your account is already several years old.
I have the same problem tried already 4 tickets and asked for an answer which information is wrong, but i get always the standard message "Some of the account information you provided on your support form doesn’t match..."
If i know the answer from the security question but i cant remember which security question i took its kinda hard. At least you could tell the Security question.
And who knows the exact registration date from an 5-6 years old account?
And if there was no question about the bday on reigstration you just take a random date?

[GM]Kanadian

Soulhealer wrote: »

well its hard if the registration Emailadress doesn´t exist anymore and your account is already several years old.
I have the same problem tried already 4 tickets and asked for an answer which information is wrong, but i get always the standard message "Some of the account information you provided on your support form doesn’t match..."
If i know the answer from the security question but i cant remember which security question i took its kinda hard. At least you could tell the Security question.
And who knows the exact registration date from an 5-6 years old account?
And if there was no question about the bday on reigstration you just take a random date?

Without certain information, we cannot verify you. Its as simple as that, unfortunately. We save our info on a database so we can look it up to check your answers, and it shouldn't be hard for you to save it somewhere. Posting here on the forums, especially on an old topic, is not going to help recover anything. I'm just gonna close this thread for now. Gotta stick to the ticket system for this type of thing.