Invalid password / incompetent support

Vlad[HQ]

I have been playing CF on my primary account for 7 years now. When I tried to login today, I am getting an error saying that my username/password are invalid. I never changed my password and nobody knows my password. I'd like help with getting my account recovered. When I tried contacting support, they sent me a template saying I don't have enough correct information.

I have provided support with the following information:
> Two of the only passwords the account ever had (including the password I registered the account with)
> Survey information from Super Rewards along with all of the past ZP payouts I received
> IP information as I have been playing from the same IP for over a year now
> Other requested information to the best of my ability

Support replies with the same terrible copy and pasted answer saying that I have provided them with incorrect information. Can some one take a look into my account and help me to get it uncompromised and back into my hands? I have been an active player since 2010! I was 12 when I made my account and no longer have access to the e-mail address that I created. I have attempted at recovering that e-mail address with no success.

Hopefully I am not the only one struggling with this issue. The whole account recovery process is so terrible and tedious, as a legitimate account owner I feel pretty pessimistic due to the incompetent support I have been receiving for several days now.

[GM]Kanadian

It sounds like someone hacked your account. Maybe through a keylogger, maybe through leaving it logged in somewhere. As for support, they can't recover your account without enough correct info. This means you don't have enough information that they are asking for. Giving 'all you have' likely is not good enough in the situation.

If all I have is $20, I can't demand a Ferrari and tell the dealership "But its all I have".

Please try to check your info, and make sure you have the right info, and try again.

[GGamer]

Maybe you are actually typing the wrong password from another game or something. If you still have access to the last email used on it, try to recover it using it. If you don't, try harder to remember. I had a similar situation, and I eventually remembered.
Also, try to scan your PC with Malewarebytes or something to avoid further loss if its the case.
Good luck

Vlad[HQ]

Are they not intelligent enough to match up IPs to aid in recovery of an account? I don't have access to the e-mail I used as I created this account 7 years ago I used a spam e-mail. I am 100% sure that I haven't changed the password and I do unfortunately recycle this password on other websites.

I created another ticket and got the same generic template response from the incompetent tech support staff:
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 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

We thank you for your understanding and we apologize for any inconvenience this may have caused you.

Regards,

Z8Games Support
www.z8games.com/termsandcondition.html

Mastermann

Vlad[HQ] wrote: »

Are they not intelligent enough to match up IPs to aid in recovery of an account?

Odds are the IP you used 7 years ago is different to the one you're using now...

Vlad[HQ]

I have played on the account I lost 3 days ago, the IPs from 3 days ago and now will surely match up. I decided to contact Smilegate and opened up another ticket with z8 hopefully somebody more competent to reply with useful information instead of the stupid recycled template they use.

[GM]Kanadian

Vlad[HQ] wrote: »

Are they not intelligent enough to match up IPs to aid in recovery of an account? I don't have access to the e-mail I used as I created this account 7 years ago I used a spam e-mail. I am 100% sure that I haven't changed the password and I do unfortunately recycle this password on other websites.

They do not accept IP's as a valid form of information for account recovery.

Mastermann

Vlad[HQ] wrote: »

I have played on the account I lost 3 days ago, the IPs from 3 days ago and now will surely match up. I decided to contact Smilegate and opened up another ticket with z8 hopefully somebody more competent to reply with useful information instead of the stupid recycled template they use.

And what if someone hacked your account and tried recovering it with use of the IP address? What if you recovered it after 3 days and they sent a ticket saying "Check my IP I was using 2 days ago it's the same as this one"? It'd be very insecure.
Also, it's your fault if you didn't set up the account with an e-mail you have access to. As Kanadian said, you have to be sure to give 100% of the information they require, and it must be correct.

oSasukeXxX

I still have access to my account is there any way to change my hotmail i put years ago, I know it but not the password. I hardly remember some infos like the day i created and the security question/answer. I still log my account till this day just curious if I can make changes. I tried sending support for months last year but without luck I kept getting something wrong. Basically I don't want to end up like this guy. ( not to sound rude vlad)

[GGamer]

oSasuke*** wrote: »

I still have access to my account is there any way to change my hotmail i put years ago, I know it but not the password. I hardly remember some infos like the day i created and the security question/answer. I still log my account till this day just curious if I can make changes. I tried sending support for months last year but without luck I kept getting something wrong. Basically I don't want to end up like this guy. ( not to sound rude vlad)

I don't think you can change such info. They only allowed this once like a year ago I believe..
You should be careful of getting hacked, this is all you can do. Some people actually only know ID and PW of their accounts, and they still survive. Because they are cautious. Don't share or download hacks or go to suspicious websites. Try to scan sites you suspect with Virustotal and your PC with Anti Maleware like Malwarebytes now and then.

Vlad[HQ]

Yeah this is completely ridiculous. I have tried changing the e-mail on my (now lost) account several times but they kept saying that I didn't have valid information so I said **** it I still have the account nobody will get on it so it's whatever. And now somehow it's compromised I can't do anything to recover it even though I tried to reset the e-mail to something that I do have access to now. Z8's support seems TERRIBLE; this is literally the worst customer service I have received in such a long time despite them making tens of thousands of $.

I wish somebody competent enough from their support reached out to me instead of just sending me this stupid template of useless text over and over again. I will post back if Smilegate reaches back to me I will also try to find another way to attempt to recover my account.

EDIT:
How am I supposed to remember the security question I chose 7 years ago? Like seriously? At least provide what the security question WAS so I can answer it. They are making this process SO difficult for innocent players.

Mastermann

Vlad[HQ] wrote: »

They are making this process SO difficult for innocent players.

And in turn making it a lot more secure for those of us who actually take care of secret questions/not use fake e-mail accounts.

[GGamer]

They are just trying to keep us secured.
You should write/type your account information.
I type mine in a Text Document on my PC.

oSasukeXxX

master_mann wrote: »

And in turn making it a lot more secure for those of us who actually take care of secret questions/not use fake e-mail accounts.

Some people might no longer have access to the registered email that was put years ago. lol

Vlad[HQ]

oSasuke*** wrote: »

Some people might no longer have access to the registered email that was put years ago. lol

Exactly! And we are talking 7 years ago! I was 12 when I created my CF account and now I do take much better measures in securing my accounts.
It looks like my account was active 20 hours ago according to my character page so some one definitely has compromised it. I am able to provide all my previous passwords and IP information. I can't even figure out what the security question was and they are still closing all of my tickets with the same generic reply. Terrible support.

Anyone that works for z8games that can provide support? I really wish some one competent enough to help me recover my account reaches out to me.

EDIT: I do have e-mail confirmations from Super Rewards about me completing surveys with the lost account. Does this still not count? **** your super secure systems seem to be broken and frustrate a legitimate player to no extent!

EDIT 2: Provided z8 support with the URL to my recently completed Super Rewards surveys, two of the only passwords I ever had with the account before it got compromised, as well as my IP information. If this is not enough with recovering an account from a video game I am not sure what will be enough? Providing DNA evidence? Ugh.

Grumpy-

Vlad[HQ] wrote: »

Exactly! And we are talking 7 years ago! I was 12 when I created my CF account and now I do take much better measures in securing my accounts.
It looks like my account was active 20 hours ago according to my character page so some one definitely has compromised it. I am able to provide all my previous passwords and IP information. I can't even figure out what the security question was and they are still closing all of my tickets with the same generic reply. Terrible support.


Anyone that works for z8games that can provide support? I really wish some one competent enough to help me recover my account reaches out to me.


EDIT: I do have e-mail confirmations from Super Rewards about me completing surveys with the lost account. Does this still not count? **** your super secure systems seem to be broken and frustrate a legitimate player to no extent!


EDIT 2: Provided z8 support with the URL to my recently completed Super Rewards surveys, two of the only passwords I ever had with the account before it got compromised, as well as my IP information. If this is not enough with recovering an account from a video game I am not sure what will be enough? Providing DNA evidence? Ugh.

Hello,


I would like to clarify some points:


- If you send the same request, with the same information, about the same account, you will receive the same response regardless of how many times you send it. In fact, receiving a different response should be a concern, as if nothing changed in your information, why would anything change in the response?


- Support staff members do not treat accounts differently. Account issues are dealt with based on the current policies and terms of service, which is public information and known to/accepted by all users when they create accounts


- There are information required to recover an account, any account. Unfortunately even if you have other information that you do believe relevant, that doesn't change the fact that you didn't provide the information that is required.

Policies are followed in order give the same treatment to all users and to ensure no one can access any account if they are not supposed to. If you do have the correct information that is enough to recover your account, you will recover it within 24 hours. If you don't, you won't

Vlad[HQ]

[GM]Grumpy wrote: »

Hello,


I would like to clarify some points:


- If you send the same request, with the same information, about the same account, you will receive the same response regardless of how many times you send it. In fact, receiving a different response should be a concern, as if nothing changed in your information, why would anything change in the response?


- Support staff members do not treat accounts differently. Account issues are dealt with based on the current policies and terms of service, which is public information and known to/accepted by all users when they create accounts


- There are information required to recover an account, any account. Unfortunately even if you have other information that you do believe relevant, that doesn't change the fact that you didn't provide the information that is required.

Policies are followed in order give the same treatment to all users and to ensure no one can access any account if they are not supposed to. If you do have the correct information that is enough to recover your account, you will recover it within 24 hours. If you don't, you won't

This is fair, except when it comes to actually providing relevant information. What do you define as relevant? A PayPal transaction is relevant, while a free survey ZP transaction is not? Also, how am I supposed to get the security question right if I don't even know what the security question is? I am sure I will be able to answer it, but I don't remember which security question I used when I was 12, 7 years ago. This process is extremely difficult, I am sure I am not the only person with complaints. All I ask for is assistance.

Mastermann

Vlad[HQ] wrote: »

A PayPal transaction is relevant, while a free survey ZP transaction is not?.

If someone stole your account, they could do a free survey, but only if they stole your PayPal account or e-mail address too could they provide information about a ZP Purchase. Again it's all about being more secure.

Vlad[HQ]

master_mann wrote: »

If someone stole your account, they could do a free survey, but only if they stole your PayPal account or e-mail address too could they provide information about a ZP Purchase. Again it's all about being more secure.

Why would I be recovering my own account if I stole it? I have never used PayPal with z8games, but I agree if I was compromised this would have probably been stolen too. I still have not received any reply on the current ticket that I have open, they will probably just close it with the same lame reply. If that's the case I am completely done with this game, it's been really fun! I have enjoyed playing it as this was the first game I really started playing as I moved to US with my school buddies. Either way, past 3-4 years have completely gone to **** with this game because of all the ZP and VIP guns they introduced, along with all of the pay 2 win people buying skills with ZP. Whoever has my account will probably enjoy using the weapons I won over the course of years from crates/coupons. I wish I would have been able to get that permanent Axe from coupons several years back but they took that away. Coupons suck now.

Vlad[HQ]

Really unfortunate that I can't play CF anymore, used to be my favorite game but just recently build a gaming PC and enjoying Skyrim an GTA 5. Still pretty sad my account of so many years since childhood is gone.

AtomAntz

Actually this is all quite worrying for me also. First of all i cannot remember all of my passwords. secondly i do not have the same email address. So what can people like us do to save our accounts should any issues arise in the future? i have been playing since 2009 issue free but would hate to see some of these problems happen to me as i put a lot of time and money into my account. I think that the only info i could give would be my last zp purchase and the voucher code and the serial number of that voucher. Would that be enough to put things right in the future if anything happened to my account? I would like to believe it so. Can any GM give an answer on this please?

Kadestruct

Same like me. I made the answer for eight years. I showed them all my PayPal Transaktion-codes and they are not interested. Unfortunately ur information did not match our records. I paid for 13 vips and they dont care about that.

Kadestruct

Ive the same problem. I create my account in mai 2009. How can I know which date exactly? I lost my account through a scam-site and reported it. And I havent my e-mail-adress when create it. I was not sure is this side safe so i gave any informtion only for playing. i didnt expect I give money for it. Now I gave about 50 tickets and ever information did not match our records. I gave them 11 transaktionscode by PayPal that show I paid for 13 vips in the last 15 month. Who else can know the first e-mail than me. There is only h********h@yahoo.de. I know the whole adress. I know the whole history of my account but they dont care about me. When they dont help Ihave no choice to make charge back to my last 6 PayPal Transaktions. This is my account:http://crossfire.z8games.com/profile/4590511.

What can I do I did everything. I wrote a complain, suggestion. I wrote tho the charge back department.

Kadestruct

I did it

AtomAntz wrote: »

Actually this is all quite worrying for me also. First of all i cannot remember all of my passwords. secondly i do not have the same email address. So what can people like us do to save our accounts should any issues arise in the future? i have been playing since 2009 issue free but would hate to see some of these problems happen to me as i put a lot of time and money into my account. I think that the only info i could give would be my last zp purchase and the voucher code and the serial number of that voucher. Would that be enough to put things right in the future if anything happened to my account? I would like to believe it so. Can any GM give an answer on this please?

I did the same I gave 11 transaktionscode to the gams in the account administration and they give a **** what i wrote. Who else as the owner will pay for it.

Kadestruct

Same like me. Pulldown menue with 10 question and it was for over 8 years. I told them 11 transaktionscodes by PayPal but they give a ****. My first e-mail is delete and I forgot the answer. I lost the account through a scam-site. I wrote about 50 tickets but I read informtion dont match our records.

DontRespawn

Don't mean anything and I actually believe if you provided previous completed surveys.But for all they know you could be the one trying to get the account's pass to hack it. I believe that if you provided previous events on it they should tell you the pass.Other wise if it didnt have a VIP or something just start a new one.Its always awesome to make a new account leveling it up and playing scrims and all.