| Pages: [1] 2 3 4 5 6 :: one page |
| Author |
Thread Statistics | Show CCP posts - 10 post(s) |
|
Oveur
   |
Posted - 2006.01.09 09:15:00 -
[1]
Moved to a fresh thread, was here.
From: http://myeve.eve-online.com/news.asp?a=single&nid=1046&tid=1
Important Announcement
This morning we have been investigating a number of account hack attempts. 57 accounts were compromised and as a result, we started full investigation and lockdown procedures. This culminated in the lockdown of Tranquility during downtime until we had finished our investigation.
As a preventive measure, to ensure account security, we have reset passwords and will send out an email to selected accounts and ask them to change their passwords. At the same time, we would like to remind all our customers to never give out their passwords and regularly change them in account management. Remember, we will never ask you for your password.
We want to emphasize that we do not store billing information, the only risk was concerning password usage and subsequent abuse of the accounts in question.
We thank you for your patience in this matter and deeply apologize for the inconvenience this has caused.
Note: If your password has been reset and your email hasn't arrived yet, you can manually reset your password again through account management. Reset password emails should now arrive instantly.
THE EMAILS: If you haven't recieved an email or account management say that either your email or username was incorrect, you are requesting the password to be sent to an account which does not match the email registered on the account!
Most frequently asked question : My account was reset, was it compromised?
No, this was the preventive measure taken to ensure account security.
Second most frequently asked question : I've been waiting hours for my password reset/manual reset email.
Our mailing capacity has been massively increased, manual reset emails should be instantaneous now. If you haven't recieved the initial password reset email and you can't log in, you either have another email registered on the account, the email has been filtered as spam or our email has your email server blacklisted or of course vice versa.
Third most frequently asked question: I only have one account, so I can't post on forums for help or submit petitions.
You do not need a working account to contact customer support. The email and password asked for in "Ask a Question" is only for that specifically so that you can follow the petition via the web and respond via the web. As stated in mass correspondance with Customer Support, it will compensate for the time lost if your password case is taking a day or more.
Fourth most frequently asked question: The GM's don't like me, the bastards haven't answered my support email for 24 hours.
First, check your spam folder. Second, use "Ask a Question, it allows you to track the mail and see what GM has it and where it's located in the process. Third, the GM's really do love you and they are working 24 hours a day on overtime shifts to get this sorted out.
Senior Producer
EVE Online
|
|
Traxio Nacho
|
Posted - 2006.01.09 09:20:00 -
[2]
Cheers for the update and I love this line 
 Quote:
Fourth most frequently asked question: The GM's don't like me, the bastards haven't answered my support email for 24 hours.
Sorry made me laugh  
|
SULAN BARHIR
|
Posted - 2006.01.09 09:37:00 -
[3]
Originally by: Oveur
Third, the GM's really do love you and they are working 24 hours a day on overtime shifts to get this sorted out.
loved that one too |
Nex Angelus
|
Posted - 2006.01.09 09:38:00 -
[4]
Got to love this game... Atleast the Dev's have a sense of humor 
|
Abhrams Marshall
|
Posted - 2006.01.09 09:40:00 -
[5]
So, how long is the backlog for the support staff getting back to my case? Been like 3 days now since I contacted them about my other account and whoevers database not accepting the only two email addresses I have for the password reset thing.
|
|
Oveur
|
Posted - 2006.01.09 09:47:00 -
[6]
Originally by: Abhrams Marshall
So, how long is the backlog for the support staff getting back to my case? Been like 3 days now since I contacted them about my other account and whoevers database not accepting the only two email addresses I have for the password reset thing.
3 days? You didn't even get an auto-reply? Perhaps you didn't submit it into the billing queue?
Senior Producer
EVE Online
|
|
I obay
|
Posted - 2006.01.09 09:58:00 -
[7]
5th question :D
i did start the ask a question sequance and everything went oke so in the end i get a e-mail from support saying that the e-mail adress on the account is changed to the 1 i wanted.
i try request a new password for that account with the new e-mail and it says error account name and e-mail dont match
so i updated my question again to fix it still dint hear anythin .. not even a automated mail.
|
gypped
|
Posted - 2006.01.09 10:02:00 -
[8]
good to hear things are picking up.
but the emails arent instantanious yet, i requested a new PW an hour ago, nothing yet.
but hey if i receive it within 10 hours at least things will have picked up considerably.
|
SpankMeHard
|
Posted - 2006.01.09 10:04:00 -
[9]
Start of my 4th day and still just getting automated emails from ccp. Im trying to change my email to the new one so i can get a new password and im doing it thu the website under billing etc. I have given all my information and im still waiting. I wouldnt be starting to get upset if my main account was still training. Is this normal ? Last thing im going to check. Are you in the spam folder. BRB
|
I obay
|
Posted - 2006.01.09 10:10:00 -
[10]
well my point is dont send the e-mail out that u can retrieve ure password and then that ppl get the error that the account and e-mail dont match cuz i was realy happy for the couple seconds it lasted...
|
|
Oveur
|
Posted - 2006.01.09 10:17:00 -
[11]
Originally by: I obay
5th question :D
i did start the ask a question sequance and everything went oke so in the end i get a e-mail from support saying that the e-mail adress on the account is changed to the 1 i wanted.
i try request a new password for that account with the new e-mail and it says error account name and e-mail dont match
so i updated my question again to fix it still dint hear anythin .. not even a automated mail.
When you update it you are not bothered with an automated reply, it updates the original case submitted and gets priority.
Senior Producer
EVE Online
|
|
|
Oveur
|
Posted - 2006.01.09 10:18:00 -
[12]
Originally by: gypped
good to hear things are picking up.
but the emails arent instantanious yet, i requested a new PW an hour ago, nothing yet.
but hey if i receive it within 10 hours at least things will have picked up considerably.
I just tried for 4 of my accounts and it was instantaneous.
Senior Producer
EVE Online
|
|
Abhrams Marshall
|
Posted - 2006.01.09 10:22:00 -
[13]
Originally by: Oveur
Originally by: Abhrams Marshall
So, how long is the backlog for the support staff getting back to my case? Been like 3 days now since I contacted them about my other account and whoevers database not accepting the only two email addresses I have for the password reset thing.
3 days? You didn't even get an auto-reply? Perhaps you didn't submit it into the billing queue?
Yes, I got the auto-reply. Same question tho, been 3 days since I last got on my good account and I am having pvp withdraws
So, how long is the backup?
|
I obay
|
Posted - 2006.01.09 10:22:00 -
[14]
ah oke nothing said there then still doesnt explain why my e-mail doesnt work while they said it should 
|
Qingu
|
Posted - 2006.01.09 10:25:00 -
[15]
Actually, the most frequently asked question seems to be "Who was compromised, CCP or us?"
Is it that you choose not to answer, or because potential legal action makes it impossible for you to answer?
|
Sim Frost
|
Posted - 2006.01.09 10:39:00 -
[16]
True, the most frequently asked question was carefully avoided, which was,
How did it happen? Who made it happen? What is being done now legal-wise,etc.?
|
Joshua James
|
Posted - 2006.01.09 10:55:00 -
[17]
Originally by: Sim Frost
True, the most frequently asked question was carefully avoided, which was,
How did it happen? Who made it happen? What is being done now legal-wise,etc.?
/me watches ccp slither away under a stone not to be heard of again (ie no answer will be given)
|
Morgaine kri'Chya
|
Posted - 2006.01.09 11:11:00 -
[18]
As one of my accounts WAS compromised and another one has been inaccessible till last nite I'd ask u to tell your customer support staff: Thx a lot and well done, appreciate the help.
But what I really need to know, how did that ebil hacker get into my account? Login has nothing to do with char name and the pw was alphanumerical and not easy or short. 
|
Crayathan
|
Posted - 2006.01.09 11:15:00 -
[19]
You removed that image off the bottom now oveur? probably didn't help email with a 100kb file attached
Even though I walk through the valley of the shadow of death, I fear no evil |
UGWidowmaker
|
Posted - 2006.01.09 11:50:00 -
[20]
no info yet on my 2 logged out acounts... now ccp i have 10 acounts.. if those 2 arent opend within this week.. i will close all 10.. i know it aint much but this is starting to be more than insane... all i get from u is some **** auto crap i cant use for anything.. you have all my detailes now work to get me online again.. the only thing i can do as a customer is to tell my bank not to pay any "isk" to you if this keep on going like this... im getting very upset because of the auto respoonses that you spam my hotmail with.. the same msg ower and ower again... we need this and this to activate your acount.. well i allready provided you with the info.. dont ask me to send confidentil materiel to u guys ower and ower again..
a very angry customer
I will make u into biosource... |
Ruby StarFire
|
Posted - 2006.01.09 12:23:00 -
[21]
Originally by: UGWidowmaker
no info yet on my 2 logged out acounts... now ccp i have 10 acounts.. if those 2 arent opend within this week.. i will close all 10.. i know it aint much but this is starting to be more than insane... all i get from u is some **** auto crap i cant use for anything.. you have all my detailes now work to get me online again.. the only thing i can do as a customer is to tell my bank not to pay any "isk" to you if this keep on going like this... im getting very upset because of the auto respoonses that you spam my hotmail with.. the same msg ower and ower again... we need this and this to activate your acount.. well i allready provided you with the info.. dont ask me to send confidentil materiel to u guys ower and ower again..
a very angry customer
Same here. I only have 2 Accounts, but if I recieve the same e-mail asking for the SAME details which I have already sent, I'll tell the GM where to shove it... this is REALLY beginning to get on my nerves.
I DONOT want a confirmation about what is been done to help me, I donot want an auto responce everytime I reply. Just get the job done and stop spamming the same mails asking for the same crap over and over again.
ALL THEY HAVE TO DO IS LOOK AT THE INFO I'VE PROVIDED, VERIFY IT, AND CHANGE MY E-MAIL ADDRESS... WHERE IS THE PROBLEM?!
|
|
Oveur
|
Posted - 2006.01.09 12:38:00 -
[22]
Originally by: Qingu
Actually, the most frequently asked question seems to be "Who was compromised, CCP or us?"
Is it that you choose not to answer, or because potential legal action makes it impossible for you to answer?
I'm sorry, we can under no circustances disclose details on incidents like this, the reasons being both practical and legal. All I can say is we over-reacted to be on the safe side, by resetting thousands of passwords. We considered the ramifications of such action to be justifiable to protect any future compromisation.
Senior Producer
EVE Online
|
|
|
Oveur
|
Posted - 2006.01.09 12:40:00 -
[23]
Originally by: Ruby StarFire
Originally by: UGWidowmaker
no info yet on my 2 logged out acounts... now ccp i have 10 acounts.. if those 2 arent opend within this week.. i will close all 10.. i know it aint much but this is starting to be more than insane... all i get from u is some **** auto crap i cant use for anything.. you have all my detailes now work to get me online again.. the only thing i can do as a customer is to tell my bank not to pay any "isk" to you if this keep on going like this... im getting very upset because of the auto respoonses that you spam my hotmail with.. the same msg ower and ower again... we need this and this to activate your acount.. well i allready provided you with the info.. dont ask me to send confidentil materiel to u guys ower and ower again..
a very angry customer
Same here. I only have 2 Accounts, but if I recieve the same e-mail asking for the SAME details which I have already sent, I'll tell the GM where to shove it... this is REALLY beginning to get on my nerves.
I DONOT want a confirmation about what is been done to help me, I donot want an auto responce everytime I reply. Just get the job done and stop spamming the same mails asking for the same crap over and over again.
ALL THEY HAVE TO DO IS LOOK AT THE INFO I'VE PROVIDED, VERIFY IT, AND CHANGE MY E-MAIL ADDRESS... WHERE IS THE PROBLEM?!
My personal apologies to you both, but as I stated we're doing everything we can to speed up the process.
If you recieved multiple emails, that means you have either submitted multiple incidents and both were mass replied to or another GM mistakenly sent you twice.
If an answer had been sent to us in the meantime, that would not have been taken into consideration by the mass mailer.
Senior Producer
EVE Online
|
|
Heritor
|
Posted - 2006.01.09 13:03:00 -
[24]
Quote:
Note: If your password has been reset and your email hasn't arrived yet, you can manually reset your password again through account management. Reset password emails should now arrive instantly.
If my password has been changed how can I log in to change the password ??
What do you mean...please clarify !!!!!!!!!!!!!!!!!!
Always where your seatbelt, its far harder for the aliens to abduct you! |
Qingu
|
Posted - 2006.01.09 13:03:00 -
[25]
Originally by: Oveur
Originally by: Qingu
Actually, the most frequently asked question seems to be "Who was compromised, CCP or us?"
Is it that you choose not to answer, or because potential legal action makes it impossible for you to answer?
I'm sorry, we can under no circustances disclose details on incidents like this, the reasons being both practical and legal. All I can say is we over-reacted to be on the safe side, by resetting thousands of passwords. We considered the ramifications of such action to be justifiable to protect any future compromisation.
I was hoping you would give that answer.
Would you so kind as to tell us the legal reasons?
Unless they are either:
disclosing the information would also mean giving out information about someone else, or identifying them as the source of confidential information. (In this situation, the organisation is not obliged to grant your request unless the other person has consented to their information being disclosed, or it is reasonable in the circumstance to answer the request without their consent.)
or:
disclosing the information would be likely to prejudice the prevention or detection of crime, or the apprehension or prosecution of offenders.
then UK law states you have to answer the question. You are a holder of information, and as such must comply with the law.
Under the terms of the Data Protection Act, you have a legal duty to ensure the security of our information. Our username and password not only give access to the game but also to our account information. This is sensitive data collected by a 'for-profit' organisation. As such it falls under the juristriction of the above cited act.
The current stance of CCP implies guilt, even if that is not the case.
To someone on the outside it looks like a company trying to cover-up not for practical or legal reasons, but to avoid blame.
Claims that it is to protect CCP in the future further leads to the impression that it was CCP who were compromised.
We would like to know if our systems are secure.
We have a legal right to know if yours are.
Time to reconsider?
|
Dave Day
|
Posted - 2006.01.09 13:07:00 -
[26]
Originally by: Oveur
I'm sorry, we can under no circustances disclose details on incidents like this, the reasons being both practical and legal. All I can say is we over-reacted to be on the safe side, by resetting thousands of passwords. We considered the ramifications of such action to be justifiable to protect any future compromisation.
Oveur, congrats to everyone at CCP for taking the necessary steps to protect us. For many of us though the million dollar question which remains is: Is my account now safe or does the threat still exist? I know that no system can be 100% proof but in respect of this specific instance, has the threat been mitigated? We know that you can't go into detail but a lot of us are just looking for some reassuring words really.
Cheers
|
Tas Devil
|
Posted - 2006.01.09 13:09:00 -
[27]
Originally by: Qingu
Originally by: Oveur
Originally by: Qingu
Actually, the most frequently asked question seems to be "Who was compromised, CCP or us?"
Is it that you choose not to answer, or because potential legal action makes it impossible for you to answer?
I'm sorry, we can under no circustances disclose details on incidents like this, the reasons being both practical and legal. All I can say is we over-reacted to be on the safe side, by resetting thousands of passwords. We considered the ramifications of such action to be justifiable to protect any future compromisation.
I was hoping you would give that answer.
Would you so kind as to tell us the legal reasons?
Unless they are either:
disclosing the information would also mean giving out information about someone else, or identifying them as the source of confidential information. (In this situation, the organisation is not obliged to grant your request unless the other person has consented to their information being disclosed, or it is reasonable in the circumstance to answer the request without their consent.)
or:
disclosing the information would be likely to prejudice the prevention or detection of crime, or the apprehension or prosecution of offenders.
then UK law states you have to answer the question. You are a holder of information, and as such must comply with the law.
Under the terms of the Data Protection Act, you have a legal duty to ensure the security of our information. Our username and password not only give access to the game but also to our account information. This is sensitive data collected by a 'for-profit' organisation. As such it falls under the juristriction of the above cited act.
The current stance of CCP implies guilt, even if that is not the case.
To someone on the outside it looks like a company trying to cover-up not for practical or legal reasons, but to avoid blame.
Claims that it is to protect CCP in the future further leads to the impression that it was CCP who were compromised.
We would like to know if our systems are secure.
We have a legal right to know if yours are.
Time to reconsider?
Great after the 10,000 wannabe IT Network and server specialists...now EVE officially has a wannabe lawyer amongst its player base... 
|
Sun Ra
|
Posted - 2006.01.09 13:10:00 -
[28]
Anyway of getting back the 2 days of missed skill training i lost??
Arcane Frankologies - 'plz stop guys it's xmas' |
Qingu
|
Posted - 2006.01.09 13:10:00 -
[29]
Originally by: Tas Devil
Great after the 10,000 wannabe IT Network and server specialists...now EVE officially has a wannabe lawyer amongst its player base...
Nah, I still have nearly a year to go. :/
|
|
Eris Discordia
|
Posted - 2006.01.09 13:12:00 -
[30]
Originally by: Heritor
Quote:
Note: If your password has been reset and your email hasn't arrived yet, you can manually reset your password again through account management. Reset password emails should now arrive instantly.
If my password has been changed how can I log in to change the password ??
What do you mean...please clarify !!!!!!!!!!!!!!!!!!
If your password has been changed and your e-mail address doesn't match the one in the account management files you get an error message saying it doesn't match.
Then you can go here and ask people to update the e-mail address on your account. They will ask some questions to verify you are the owner of the account though, these questions include the last 6 digits of a creditcard and a bit more ( if you used one).
This will update the e-mail address that is listed under your account information.
Here you can manually ask for a new password if that has been reset or you have forgotten it. You see your e-mail address is required to have it sent to you. If the system says your e-mail address doesn't match your account name then please reread my post from the top.
If you have further questions feel free to ask them here as I assume many others will have the same problem.
Dont worry though all will be fine 
My broken heart leaves my mind in pieces, temptation wins in the end |
|
| |
|
| Pages: [1] 2 3 4 5 6 :: one page |
| First page | Previous page | Next page | Last page |