You know this probably being beaten to death but there are people who have lost everything they have owned in the past like one of my clan members lost everything he owned in Hurricane Katrina last year so he dont have the cdkey that intial email or the like.
There are lots of other people in the same like Billy who ran the biggest forum for lineage2 and the head of the number 1 clan in NA the one that one the battle touranment.
The servers been up for 3 days and there were down for 2 days this week. Some people havent been able to connect for over 5 days and are still getting billed because if they cannot get into their accounts to stop reoccuring billing. There some people that cannot access their autoassault COH/COV accounts since they are on the same plaync account.
Also you say call your customer service etc. What about all the players who do not live inside the US like bloodthirst who lives in europe at the moment.
Is there any offical response from the execs at ncsoft about this? I know your just a middle man and dont always have all the info but this is going have people result in ebaying or buying new accounts and botting them up to just get back what they have and cant even get anymore.
Dont you see this as a problem? I suggest maybe reset all the passwords to the plaync accounts to what they were and give people 48 hours to change them before you lock them out again. At least if they cant change their passwords they can cancel the reoccuring billing.
I friend of mine, has been playing for only 2 months, he sent everything ncsoft ask for, and he still cant get into game.. There are lots of ppl with problems at the moment, since ncsoft track IP addresses, why cant they track the IP of the ppl that have issues, I know it not a perfect why, but it would help some ppl out..
There are two main issues why everyones having the current problem, it's not knowing the birthday date they gave or the secret answer to the question.
I myself was unable to change my lineage password, because at the time i choosed to use the same one for both. So both accounts where changed, i was doubly screwed. If i didn't know the date i used at the time and the answer to the question, i wouldn't be able to get into game now.
If everyone would have just used a date, and question and answer that was common to them none of this would be happening now.
I'm not saying what they did was right to you and me, but they made a decision about our account security. I do feel there had to be a better way although. :(
Its going to lose them more accounts this way then if the hacker actually succedded in finding the security loop hole :(
some people only have 25 - 50% of their clan even being able to be played. This is just a mess and people cant even stop Ncsoft from charging their credit cards at the moment. One my clannies cant get into her CoH account because she started her plaync account when she registered with CoH and thats almost 3 years ago and she doesnt even play CoH no more so she didnt keep that cdkey etc.
Splatter another problem is ncsoft deleted some people's password questions and birthdates so even if u had that info written down it wouldnt have helped :(
Guess the biggest gripe is that even if you put in the correct info, it still won't work.
I have 1 out of my 2 accounts working atm and on the one working I had to enter the answer about 15 times (with exactly the same spelling) before it passed, so something is bugged. I'm 99.9% sure I'm answering right on my other acc (my main acc ><) and still it wont budge a smegging inch. Made my support ticket 36+ hours ago so hopefully I get an answer sometime soon.
I can't afford to be put on hold when calling overseas so that's not on option unfortunately :/
It's going to lose them more accounts this way then if the hacker actually succeeded
I, too, think this will be the case.
I have been fortunate enough to access two of my accounts, but a third account -- which I almost never play anyway -- is sitting out there in limbo. Waiting to hear back from support.
I am seriously considering closing all but one account at this point, since it no longer makes any sense to rely on a REASONABLE execution of security protocols from NCSoft. To just AOE password delete without at least attempting to provide the customer base with a new temporary password for their accounts is irresponsible.
I've never seen this happen. Ever.
Even when Visa got wind of a possible leak in CC numbers, they didn't just cancel the credit cards, they issued new ones with new PINs for it's customers. Visa also established that if fraud did arise from use of a compromised credit card, the customer would not be charged.
That is the level of protection and customer service that I expect from NCSoft. Consider, with Visa we are talking about real life complications here, not just virtual accounts and equipment. It should have been easier for NCSoft to find a solution amenable to it's customer base.
Would it really have been so difficult for NCSoft to issue temporary passwords? Or at least give us advance warning so that we could change the passwords?
According to NCSoft's EULA, they're breaking their own rules:
"(g) Passwords. At the time your Account is opened, you must select a password. You are responsible for maintaining the confidentiality of your password and you are responsible for any harm resulting from your disclosure or allowing the disclosure of your password or from use by any person of your password to gain access to your Account and Account ID. At no time should you respond to an online request for a password. NC Interactive will never ask for your password offline or online, except that you will be required to enter your password as part of the log-on process."
The passwords are our responsibility, not theirs. They say WE are responsible for maintaining the security of our own passwords, therefore by taking that responsibility basically out of our hands, they have not upheld their side of the EULA.
We can talk about this till times end but the thing is what are we/they going to do
:)
They shouldn't have done it, but whats done is done. What can they do? Go ahead and change everyone back or email eveyone a random password for the time being so they can log in and change it?
A few people finally got their accounts back now, it would be to much a kick in the [923] .....
your disclosure or allowing the disclosure of your password or from use by any person of your password to gain access to your Account and Account ID.
Clearly they mean that they're not responsible for your password if you somehow disclose it directly or indirectly, but in this case no person did, it was themselves. This paragraph only exist to protect NCSoft from liability.
Of course they should have, even if somehow everyone noticed it and changed their accounts (which wouldn't happen), what about those who are away? Accounts that are temporarily disabled? etc.
In the end it wasn't really worth risking it all for it. While they could have prepared support better for it perhaps, this was a quick decision that had to be made, and pretty much in any selfrespecting company they'd change all the passwords if security had been breached.
So, I am not sure where you're going with that line of thinking.
This is a mess. I didnt have any problems. Put in my birthdate. Didnt even have to touch the secret question. SOrry everyone that cant get in.Hope it all gets worked out soon.
This is a mess. I didnt have any problems. Put in my birthdate. Didnt even have to touch the secret question. SOrry everyone that cant get in.Hope it all gets worked out soon.
This is what happens when you remember your birthday and password (wich means you are aware of security).
Ok, a quick helper for folks in trouble who use reccuring billing. Send a trouble ticket (if you don't have your original email don'T worry). Tell them you have lost info about your account.
State you account name (You MUST remember that) and give them the credit info you use for billing. request an IMMEDIATE password change sent to your e-mail (registered with your plaync master account).
Yes Im well aware of security.I work in the IT field. Losing any info like that at work could cost me my job. Guess its just second nature now.
OK, take notes here...
Your passwords, credit info and "original" e-mails are important pieces of information.
It's like your wallet. Good greif you watch your wallet when you'Re in RL don't you ?
Well how come you expect NCSoft to watch it for you online ? They do a pretty good job at it (Oh, I said IT, ROFL), so for goodness's sake, watch your **** wallet online.
I lost my wallet last week. Good news is I can still get into the game. Now we know I have all my priorities striahgt huh. My wallet must be around here somewhere.
I lost my wallet last week. Good news is I can still get into the game. Now we know I have all my priorities striahgt huh. My wallet must be around here somewhere.
Most geniuses in other fields are complete n00bZ to Information technology.
Then again, most IT speciaslists will forget everything and anything.
My mom always used to tell me : It's good fortune your ears are stuck to your head, or else you would lose them.
State you account name (You MUST remember that) and give them the credit info you use for billing. request an IMMEDIATE password change sent to your e-mail (registered with your plaync master account).
This did NO good. Because I am paying for my boyfriends account, which he took over from his brother, who..pain that he is..used a fake name on the account. I dont know the name. Idiot me didnt write it down when I changed the account payment to my bank. NCsoft response? Sorry, we can't help you.
I'll just have to wait til monday, go to my bank and cancel both accounts. Their screw up is just losing them customers right and left. Here's 3 more. Currently they are both paid up til the end of the month, then most likely I'll make some friends very happy when I give my stuff away. My one stress relief in life is causing me more stress than I want to deal with.
Both my accounts are back in game, but my main account is unable to log into forums.
My GF got birthday and secret question right and changed her PW, but is not able to log into game with it. (waiting to see if the servers need an update or something, although my accounts were able to log in immediatly...)
So is ncsoft just going to let a lot of these legit account owners just rot? I mean its kind of crumby i was lucky i havent moved or had a diaster or really quit the game so i knew all the info but some of these other people moved had hurricances floods maybe someone had a fire in their house and its just too bad you lost the orginal info which for some is over 2 almost 3 years old now (if their first account was City of heros and not l2)
You think it would of been better if they just took the servers down and told everyone to reset their own passwords they have 48 hours to do so before the servers come back up. This is only hurting the legit players from what i seen.
Bots and farmers werent even slowed down by this, bought accounts the same because you get all this info when you buy an account unless you are stupid. So it only hurts the legit players in the game, and at this point does it matter anymore what the orginal info is? Accounts have been passed on numerous times by some people now.
Whats more important in the long run $15 dollars a month from thousands of accounts that are locked out still or account security that hasnt kept anything secured?
I just am personally upset because im going to lose lots of good friends over this that really love this game but arent going to start over from level 1 again with no gear or money when they werent banned or ever did anything wrong :(
PS how does reseting our passwords protect us? If they got our login names our birthdays and secret questions then our new password isnt going to help us either they can still take our accounts?
Why dont you let us change our secret questions and birthdates also?
Why dont you let us change our secret questions and birthdates also?
The secret question is changed at every reset of the master PlayNC account password.
And as far as I know, no one is supposed to have to change his birthdate.... like OMG I remember now I wasn't born april 5th but november 23d.
And people dont put their real birthdates in for many reasons.
Think about it if someone knew when you were born and had got your login name somehow thats it bye bye account. Sometimes thinking about something before you post is a good idea.
I do not use the proper year for my birthday for that reason and many other people do similar.
Point is the way they did this you can bish all you want about how people should of kept all these files and crap 3 years later but ncsoft needs to change their policy if this game last 5 or 6 years or more whats the chances of someone still having some of that info 6 years later? some people dont even keep their tax returns that long lol
Go check... you can. I've checked.
Login, click on upper right link that says "EDIT ACCOUNT INFO" in your account window and right below the password ...tadaa... the secret question ! OMG111
And people dont put their real birthdates in for many reasons.
Think about it if someone knew when you were born and had got your login name somehow thats it bye bye account. Sometimes thinking about something before you post is a good idea.
That's what good passwords are for... and after your first point hearing you say to "think before posting" is actually quite funny.
I do not use the proper year for my birthday for that reason and many other people do similar.
And you'd think people so smart about security would be clever enough to write down the false information they've decided to use..
Point is the way they did this you can bish all you want about how people should of kept all these files and crap 3 years later but ncsoft needs to change their policy if this game last 5 or 6 years or more whats the chances of someone still having some of that info 6 years later? some people dont even keep their tax returns that long lol
We're not 6 years after and I'd take it for a reasonable behaviour to keep the info about a game your still playing !
You want some tissues ?
yea so what about 2 my clan members who are being asked for their serial codes for city of heros and they havent played that game in almost 2 years but since it was their first account they registered on plaync.
Also ncsoft said they randomly reset some people's birthdays and secret questions so even if you had them written down what good what they done you?
And you pay your taxes ever year do you have all your credit phone bills etc from you whole life still and know exactly where they are? Go get me your phone bill from june 1997 tell how much it was?
some of these people havent been able to play the game for over a week now i think they need to be refunded money going this long without access to your account.
I can just how bad the sieges are this weekend lol
They didn't (obviously). Just another "fact" that SlyCutter has pulled out of his [censored].
LOL but it sounded good.
I dont think they did on purpose but they obviously did. SInce I know people whos B-day and pass dont work anymore and they know what the answer is. On one of my accounts I had to put the pass hint answer in about 15 times before it finaly worked.
I support NcSoft for trying to keep everyones accounts safe when they found a vulnerability. I think no matter how they tried to fix it, we would still have 100's of accounts that would still have problems.
The sad thing is. Most of the people who are having problems getting back in game are for the most part decent players. They put in fake info not smart but alot of people do it, or they have accounts friends gave them. Should have gotten the info but to late now.
They didn't (obviously). Just another "fact" that SlyCutter has pulled out of his [censored].
LOL but it sounded good.
No, it just sounded silly.
I dont think they did on purpose but they obviously did. SInce I know people whos B-day and pass dont work anymore and they know what the answer is. On one of my accounts I had to put the pass hint answer in about 15 times before it finaly worked.
That would imply, then, that they didn't change it. I had to give one of my accounts about 3 or 4 tries before it worked. And I *know* I entered everything in correctly.
I support NcSoft for trying to keep everyones accounts safe when they found a vulnerability. I think no matter how they tried to fix it, we would still have 100's of accounts that would still have problems.
The sad thing is. Most of the people who are having problems getting back in game are for the most part decent players. They put in fake info not smart but alot of people do it, or they have accounts friends gave them. Should have gotten the info but to late now.
Here I totally agree with you and they handled the situation very poorly.
Reminds me of when Visa had a security breach oh, a year ago or so? It was a Friday night, I was at dinner with my wife and by debit card wouldn't work. So I had to pay with another credit card. Got home and called my bank. They told me that because of the breach, my debit card had been deactivated but I was welcome to come in to the branch the following afternoon. I informed them that I was leaving town the following morning so thanks for nothing.
This is definitely handle in the worst possible way.
well, try being in my place. My bf and I use the same email for both of our accounts. I sent in ticket on my account, then when his didnt work, one on his. Mine solved itself after an hour of trying and trying. His still has not. What do I get? An email saying they are closing that ticket as it had been previously reported. The ticket number they gave was for MY account and not his. When I updated his ticket with all the proper info they sent me another email closing it yet AGAIN! I am so sick of getting the runaround about an account I pay for and am not getting to play. I cant even cancel payment on it til monday.
This is the type of thing that really bothers me. Even with this mess going on support tickets for password reset help is still getting auto answered. So basically if you have more than 1 account and all the accounts have the same emailyour screwed because support assumes that the accounts on that email adress are all corrected. Yes I know there are 1000's of support tickets being generated but if it involves pass words or account resets turn of the auto response. Actually read the support tickets.
Reminds me of when Visa had a security breach oh, a year ago or so? It was a Friday night, I was at dinner with my wife and by debit card wouldn't work. So I had to pay with another credit card. Got home and called my bank. They told me that because of the breach, my debit card had been deactivated but I was welcome to come in to the branch the following afternoon. I informed them that I was leaving town the following morning so thanks for nothing.
I'd be happy if my CC company did this to me, actually. It would suck to not have $, but if someone uses your debit card, the card issuing company (or bank, or whatever) is not liable for damages resulting...it sucks. Pardon me if I don't make sense, I've just spent the last 2 hours reading a 9/11 conspiracy debunking website (a very entertaining read, I must say) and my brain is a bit tired.
Heh, reminds me a bit of when I used to pay my rent with my CC (we have since moved and our new apt. doesn't accept CCs). I'd get a call from the card company every month asking what this $800+ charge from "The Vanderbilt" was, and every time I'd have to explain (it seemed like to the same nice hispanic lady, too) that I was paying my rent with a CC, it was faster and more reliable for me than a check. And I'd still get calls asking about the same charge every month for similar amounts. That had been ok'd by me every month. LOL
I support NcSoft for trying to keep everyones accounts safe when they found a vulnerability. I think no matter how they tried to fix it, we would still have 100's of accounts that would still have problems.
The sad thing is. Most of the people who are having problems getting back in game are for the most part decent players. They put in fake info not smart but alot of people do it, or they have accounts friends gave them. Should have gotten the info but to late now.
Here I totally agree with you
See Elro ? I said that a bit ealier ... 2nd time this week we share the same point of view ;)
i know my birthday i didnt put a false one in, i know the answer to my secret question and i still cant access it, ive even had to request a temporary password to log into these forums
Why can't they have an "e-mail me a new password" function like pretty much every other login service?
Because that would be just too darn easy. From some of us it seems they want our blood, sweat and tears to prove our loyalty to them. I have sent in yet one more update to my question. If this one doesnt get my account where I can access it, Im sorry to say, as much as I love my friends ingame, I will be leaving this game and will never purchase another thing carried by NCSoft. I work in retail, I know customer service forwards and backwards. If I treated my customers like they've treated theirs, I would be fighting rats in some back alley trash dumpster for scraps.
He/She is not "obviously doing something wrong". Several people have had this problem, including myself. It took me many tries to enter my secret answer, and I had inputted it correctly many times. There is something wrong with the database that stores the information, it doesn't always return that the answer is correct even if it really is.
Why can't they have an "e-mail me a new password" function like pretty much every other login service?
Because that would be just too darn easy. From some of us it seems they want our blood, sweat and tears to prove our loyalty to them. I have sent in yet one more update to my question. If this one doesnt get my account where I can access it, Im sorry to say, as much as I love my friends ingame, I will be leaving this game and will never purchase another thing carried by NCSoft. I work in retail, I know customer service forwards and backwards. If I treated my customers like they've treated theirs, I would be fighting rats in some back alley trash dumpster for scraps.
If someone did manage to exploit the vulnerability in their system, then they cant guarantee that the email address that they have for you is the correct one. It could be the email address of the hacker. The hacker can then just retrieve your password by pressing the email me my passsword button and by the time you get your account back they have stolen all your stuff.
But yes they could have handle the situation alot better.
Well I have the same problem and I am now wondering if the issue is on their side.
I know my birthday and I know the answer to my secret question. The only thing I can figure is that I might have substituted some numbers for letters or I'm not getting the case correctly.
In any case... I'm just hangin'... chillin', what have you... waiting for them to get to me (though they actually did get to me but because I included my cc# to help prove I was me, they closed my ticket and opened a new one.
This is where I feel they might have just "ran with it".
Well I have the same problem and I am now wondering if the issue is on their side.
I know my birthday and I know the answer to my secret question. The only thing I can figure is that I might have substituted some numbers for letters or I'm not getting the case correctly.
In any case... I'm just hangin'... chillin', what have you... waiting for them to get to me (though they actually did get to me but because I included my cc# to help prove I was me, they closed my ticket and opened a new one.
This is where I feel they might have just "ran with it".
I wouldnt advise giving your credit card number out using support.plaync.com as its not a secure site.
both my bf and my son changed their password np, i cant even log into my ncsoft main account, i did exactly the same as them, all my passwords were the same to the forum, the main account and the lineage 2 game, and i cant access any of them, the forums at least emailed me a temporary password
i know for sure all my info is correct and im still waiting on what on support contacting me, i have been playing/paying for this game for 2 years and i really dont think this is good enough
Well I have the same problem and I am now wondering if the issue is on their side.
I know my birthday and I know the answer to my secret question. The only thing I can figure is that I might have substituted some numbers for letters or I'm not getting the case correctly.
In any case... I'm just hangin'... chillin', what have you... waiting for them to get to me (though they actually did get to me but because I included my cc# to help prove I was me, they closed my ticket and opened a new one.
This is where I feel they might have just "ran with it".
I wouldnt advise giving your credit card number out using support.plaync.com as its not a secure site.
Yeah.. that's why they closed the ticket and supposedly reopened a new one.
I apologize again for the wait. The Support team is working as hard as possible to address all tickets as soon as they can. We are also looking into any other options to speed up the process.
I do have a tip to pass along from the Support team -- if you have resolved your account problem yourself after you sent in a ticket, please put a note on your ticket that it has been resolved. (For example, if you remembered your secret question and answer and reset your own password after writing in.) This will save them a little bit of time when going through the tickets.
I apologize again for the wait. The Support team is working as hard as possible to address all tickets as soon as they can. We are also looking into any other options to speed up the process.
I do have a tip to pass along from the Support team -- if you have resolved your account problem yourself after you sent in a ticket, please put a note on your ticket that it has been resolved. (For example, if you remembered your secret question and answer and reset your own password after writing in.) This will save them a little bit of time when going through the tickets.
Mistryl a big problem a lot of people are having is that they dont have the orginal cdkey or that intial email from ncsoft and customer support is just telling them tough you lost the account. Is this really a proper way to deal with customers? I mean if they person is paying with a credit card and they give the info for the credit your charging to play the account and all the other info on the account is it really neccessary to have the orginal cd key?
1 person I know personally was a hurricane katrina victim he lost everything in the diasaster so he has no longer has the cd key or the intial email because it was destroyed. How is ncsoft to deal with people that have no way to recover a cdkey?
I really upset because im going to lose several friends because of this because they have had the game for 2 years or more now and they lose their accounts and never did anything wrong but have shoty record keeping at best.
Things actually went very well for me just now - sat on hold for about 10 minutes and got through to someone who helped me out with both accounts - one of which I did not have basically any information at all such as CD key and Unique ID etc but she was sending me the new password reset in about 10 to 15 minutes to my email - Maybe I was lucky and received an excent account rep on the phone