Still can’t access my account :(

[Zzpxpzz2]

Did you PM both of them?

I just tried Alkaid, ill try and shoot Cordovan a message. The new bow pass looks fun so I hope I can get access back soon.

[Zzpxpzz2]

Ugh so, submitted another ticket and finally got a response.

The response just said its still being worked on and the delay is due to the number of tickets.

So I guess they are saying that the wait time on tickets that stop you from playing is legit more than 2 months and that is just the way it is, suck it up.

[Zzpxpzz2]

Well, here we are now, 2.5 months still NG.

They advise the delay is due to the volume of tickets that the "dedicated team" that handles account compromises is responsible for. No wonder DDO seems so dead nowadays, there must be thousands of people whose accounts all got hacked and have all submitted help requests.

[noneill]

Still waiting? I have a friend in the same boat . He opened his ticked in mid April so I am guessing his will get fixed about a month after yours.
Crazy! If getting customers back into the game isn't a priority it makes me wonder about the financial health of SSG.

[Mindos]

it makes me wonder about the financial health of SSG.

It's obviously so good that they can afford to not care.

[Zzpxpzz2]

Sadly yes, still waiting. Would be nice at least to have some automated script put an auto tag on the support request ticket saying you are number 14596815 in line or something.

Honestly, it just looks like an abandoned ticket when you have a support ticket that has had 0 updates in months.

[TitusOvid]

This is a joke, really.

Did Cordovan or Alkaid say anything?

Cheers,
Titus.

[Coffey]

Not impressed SSGoofs!

[Zzpxpzz2]

Nothing yet sadly. I messaged Cordovan again as he requested me to do so in another thread but no response yet.

I was pretty delayed in messaging him however since as you can imagine I have not been super actively checking the forums considering I have no capacity to play this game at the moment and theoretically any actual update to my ticket would go to my email inbox.

[Coffey]

I sent an email to Cordovan and Alkaid with the following.

Zzpxpzz2 has requested for help for getting back into his account and has been waiting for nearly Three months!

Please help him to make contact with the Customer Service as they have not replied to him yet for some unknown reason.

-------------------------------------------

Hope it helps!

[Coffey]

Customer service should give priority to someone that is locked out of their account.

[Renvar]

Game needs some 2FA.

And good luck! Hope you get help soon.

[MissingAccount]

Hey guys, I have exactly the same issue! I have spent literally thousands and thousands of dollars on this game and the account was over 10 years old. The last contact I had was nearly TWO MONTHS AGO!

Details below! Any tips on how to resolve this? I don't seem to be able to create a new thread because my account is too young (I created it to post this).

Your request (169204) has been updated. To add additional comments, reply to this email.

+Karadoc (Standing Stone Games Help)

May 5, 2021, 10:58 AM EDT
Hello XXXXXXX,

Thank you for contacting SSG Support.

Your ticket has been escalated to the dedicated team. As soon as we will have new information, we'll get back to you.

Kind regards,

Customer Support
Standing Stone Games

[MissingAccount]

In my case I went on holiday for 2 weeks and when I got back the account was locked. I had the password change emails in my inbox and then they obviousily changed the email address on the account.

I am physically disabled with some low level mental impairment and I live in shared supported accomodation and I am 99% sure that someone else living in my accomodation stole the account as there were a few other things on my computer that had been messed around with. I proved all the details they requested of me to recover the account and still I have heard nothing in 2 months. The account was triple complentionist with tons of gear from over 10 years and many thousands of hours of game time. I have no idea how I can get help at this stage and I am losing sleep at this point.

DDO is a big part of my life and this is such a massive loss to my life that an able bodied person might not understand and ddo was my escape from real life.

[Coffey]

In my case I went on holiday for 2 weeks and when I got back the account was locked. I had the password change emails in my inbox and then they obviousily changed the email address on the account.

I am physically disabled with some low level mental impairment and I live in shared supported accomodation and I am 99% sure that someone else living in my accomodation stole the account as there were a few other things on my computer that had been messed around with. I proved all the details they requested of me to recover the account and still I have heard nothing in 2 months. The account was triple complentionist with tons of gear from over 10 years and many thousands of hours of game time. I have no idea how I can get help at this stage and I am losing sleep at this point.

DDO is a big part of my life and this is such a massive loss to my life that an able bodied person might not understand and ddo was my escape from real life.

I am sure all empathetic people understand your loss as well as others with this same ongoing issue.

I sincerely hope they double down their efforts to help all of you.

[Zzpxpzz2]

Yes, this does suck truly for anyone affected. I also have sunk many thousands of dollars into this game, I have been playing it on and off since launch, I still get the founders hat and amulet of natural armor every time I reincarnate. Heck, I am even still being charged for VIP right now even as this goes on. Not that I care terribly much about this considering I typically never stop my VIP sub even when I am taking breaks from the game, but still.

I think my ticket submission was 17th of March, so im just shy of 3.5 months so far.

Unfortunately, we have no idea how long the "backlog" is and unless they somehow fix their processes or hire more staff, anyone behind me can expect the same.

This many months for a support issue that completely prevents playing the game is entirely unacceptable, this many months delay clearly means something needs to change either with staffing levels or processes. However with no phone support or any real interactive support system in place there is literally no recourse for us. Hell, even what support interaction there is, is just a padded wall between our issue and SSG because this sort of account issue is handled by "a dedicated support team" that is not the one which answers support tickets.

I just cant imagine how many people must have had their accounts compromised and submitted support requests for this to be such an issue. They even have posted in this support forum the information they require to verify account identity, and as long as you properly include all that info in your support ticket you would imagine addressing one of these requests would be a matter of minutes. Being generous and saying it takes a full 30 minutes to handle one of these ticket requests, if they had even only 1 single person working full time on this team and no one else, just a standard Mon-Fri 8 hour day, that there could have been around 1100 tickets handled since I submitted my support request. That is nearly half of the entire active population at peak hours of DDO.

So either an extreme proportion of their possible playerbase is stuck with no access to their accounts, or this "dedicated team" is smaller than 1 full time person. Or possibly, each ticket takes longer than 30 minutes to handle, which would be very stupid and frustrating. It is clear that let alone 30 minutes, actually addressing the player concern of being unable to play would actually be way less than that, a couple minutes at most - verify ID, update email. So any extra time is being taken up by ticketing, of which some is necessary, and possibly any recourse being pursued to attempt to deal with those actually performing the account compromising. Laudible no doubt, but it is absolutely not necessary to do that at the expense of the customers who are stuck waiting to get their accounts back. They should just document all their required information, handle the customer side of the issue, and any enforcement side stuff remaining can go into this many months long queue to be handled at their leisure.

And if anyone thinks that of course it takes longer than that, it can be a complicated and lengthy process to manage returning everything that was lost due to the hack back to the players - well that is not even apparently handled by this ticket. Once you get your account back if you lost anything you need to submit a separate unrelated in game support request and wait for GM assistance.

[MissingAccount]

Oh god, 3.5 months for you? That is so sad. I am at 2 months (Ticket 169204) and it is already a nightmare for me.

I would be happy if they just reset the email address and password which would take less than 10 minutes - but they won't even do that.

I think you are right they have 1 person, and maybe that person is part time.

[Zzpxpzz2]

Actually, what has me completely baffled is that with there theoretically being so many people whose accounts were compromised waiting in line to get them back, how is there so very little traction on the forums about it?

If there were hundreds or thousands of people waiting to have their accounts fixed in queues this long you would expect many more posts similar to this one, but there arent.

I can only assume then that we are being punished for LOTRO players whose accounts get compromised since they share the same account and support system.

[Hawkwier]

Actually, what has me completely baffled is that with there theoretically being so many people whose accounts were compromised waiting in line to get them back, how is there so very little traction on the forums about it?

If there were hundreds or thousands of people waiting to have their accounts fixed in queues this long you would expect many more posts similar to this one, but there arent.

I can only assume then that we are being punished for LOTRO players whose accounts get compromised since they share the same account and support system.

There really isn't any excuse for this IMO. All I can say is I admire your tenacity. If it were me, I'd be long gone.

[MissingAccount]

Zzpxpzz2, any update? I still haven't heard anything. I really feel that my beloved account is gone forever and it is breaking my heart.