Wildstar support

[Chairman Miaow]

I'm just curious what experience people have had with them.

I bought the game a little while ago and was banned after two days saying I was using third party software. I spoke to them and they claimed my E-mail had been compromised. I asked them how they knew as I don't see how they could know that and they avoided my question then outright refused to answer. They removed the ban after a few days, but I was still a bit bitter so didn't go on it for a while. I was still waiting on responses from support, on one occasion taking more than a week to reply. When I tried to go on it after a while, it said my account was suspended again. Not only that, but the remaining 2 weeks of my 30 day subscription had been cancelled. When support finally got back to me, they told me my account had been "terminated". I asked a friend to look, and nobody had been on my account since before my first ban. They absolutely refuse to tell me how they know my account has been compromised and are now saying the ban will stand no matter what. I'm currently trying to find out WHY I've been banned at all.

I basically just want to know I'm not alone or that they will say "Oh sorry, we made a mistake, here have your money back" I got to play the game for two fucking days. Two working days. I'm like level 15 on one character.

 

[Smooth Operator]

That sounds harsh. There are many occasions where an account will be falsely flagged, or someone actually targeting your account and trying to brute force the password in which case the dev has really no other choice then to suspend the account until things get worked out.
But for them to not respond and clarify what is going on is really bad, especially when you are cutting legit customers out of what they paid for. They might have a militant approach where any major problem results in an account termination without argument, which to them might seem cool to weed out all threats for good but anyone getting caught unjustly is getting plainly hustled.

 

[Comocat]

The game has been in a bad spot since release trying to defeat botters, which is puzzling because the game as a legitimate money to gold conversion system. I have not had any issues, so I hope it works out for you.

You might try enabling the two-step authentication and mention that in the email.

 

[Chairman Miaow]

That sounds harsh. There are many occasions where an account will be falsely flagged, or someone actually targeting your account and trying to brute force the password in which case the dev has really no other choice then to suspend the account until things get worked out.
But for them to not respond and clarify what is going on is really bad, especially when you are cutting legit customers out of what they paid for. They might have a militant approach where any major problem results in an account termination without argument, which to them might seem cool to weed out all threats for good but anyone getting caught unjustly is getting plainly hustled.

Well I just don't get it. I have essentially had my money stolen and they are punishing me for it. I'm clearly not going to buy another copy and my wife was so annoyed at their attitude she uninstalled and cancelled her subscription. Considering how much an MMO lives on subs it seems a very strange thing to do. Not only that but the fact they say they have "Evidence" my E-mail was compromised but then refused to present it seems very odd, especially seeing as I really don't see how they could know my E-mail was compromised and I have run every anti-malware spyware and adware program I have coming up with no results and no indication my E-mail is in any way compromised.

The game has been in a bad spot since release trying to defeat botters, which is puzzling because the game as a legitimate money to gold conversion system. I have not had any issues, so I hope it works out for you.

You might try enabling the two-step authentication and mention that in the email.

Unfortunately my phone is far too outdated for it.

 

[StormwaveUK]

I found support were not that bad. My account was compromised (first time ever for me for a MMORPG) within a week of playing. Bots took over, deleted my characters etc. I got my account back and set up 2-step verification. 2 days later I was suspended due to "third party software". I disputed this, and explained the situation. Account was unbanned within 48 hours, so not massively bad.

I didn't like the response on the forum to my problem though, loads of hostile "omg noob you should've done 2-step verification lol" responses. Hardly useful, and as I said, it's never happened before in any other game.

 

[Loop Stricken]

Unfortunately my phone is far too outdated for it.

You can use a program called GAuth instead, it's what I did for the free mount.

 

[Chairman Miaow]

Unfortunately my phone is far too outdated for it.

You can use a program called GAuth instead, it's what I did for the free mount.

Unfortunately a bit late, terminated and all that. I'm going to keep disputing but they have said nothing will change it now. If they do change their minds I'll give it a go though.

 

[WhiteTigerShiro]

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

 

[StormwaveUK]

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

I find it amusing that on the Wildstar forums, they have a new IP address security feature where you need to verify it via Email, and you get a full log of IP addresses used.

Now, why didn't they apply this basic security to the game? Seems a bit silly to me, and far more effort, to have this many hacked and banned accounts to deal with, when they could just use this and remove the problem altogether.

 

[Charli]

Weird, my support experience was mostly alright with a bit of misunderstanding about the problem with the ports. What ISP or area are you playing from? They've been weirdly draconian about IP Addresses and if theres a problem there they might be flagging you unnecessarily.


The security features in Wildstar are punishing legitimate consumers and that is not good.


I like the game immensely for what it is, but I know the horror stories. I'm very sorry you've had these issues.

My suggestion is go on tumblr and relay the story to carbine directly there, they're usually quite on the ball, that team responding to praise and woe alike.

http://wildstaronline.tumblr.com/ Have at it if you still care.

 

[Chairman Miaow]

Weird, my support experience was mostly alright with a bit of misunderstanding about the problem with the ports. What ISP or area are you playing from? They've been weirdly draconian about IP Addresses and if theres a problem there they might be flagging you unnecessarily.


The security features in Wildstar are punishing legitimate consumers and that is not good.


I like the game immensely for what it is, but I know the horror stories. I'm very sorry you've had these issues.

My suggestion is go on tumblr and relay the story to carbine directly there, they're usually quite on the ball, that team responding to praise and woe alike.

http://wildstaronline.tumblr.com/ Have at it if you still care.

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

Basically at this stage there is no way I'm giving them any money. They have used up all goodwill. A customer shouldn't have to go on Tumblr to get support, they should have to go to support. My IP changes basically every time I log in, I log in from several computers from several locations and I explained this to them in my very first message. I honestly don't believe for a second my account even was hacked, I just think they fucked up and won't admit it.

 

[Angelblaze]

Lol.

Weird, my support experience was mostly alright with a bit of misunderstanding about the problem with the ports. What ISP or area are you playing from? They've been weirdly draconian about IP Addresses and if theres a problem there they might be flagging you unnecessarily.


The security features in Wildstar are punishing legitimate consumers and that is not good.


I like the game immensely for what it is, but I know the horror stories. I'm very sorry you've had these issues.

My suggestion is go on tumblr and relay the story to carbine directly there, they're usually quite on the ball, that team responding to praise and woe alike.

http://wildstaronline.tumblr.com/ Have at it if you still care.

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

Basically at this stage there is no way I'm giving them any money. They have used up all goodwill. A customer shouldn't have to go on Tumblr to get support, they should have to go to support. My IP changes basically every time I log in, I log in from several computers from several locations and I explained this to them in my very first message. I honestly don't believe for a second my account even was hacked, I just think they fucked up and won't admit it.

That's what NCSoft DOES.

They fuck up and then don't admit it.

A bit of backstory; NCSoft has a page open for BnS. It has news and videos regarding their 'Soon to be in Beta' title Blade and Soul.

It hasn't been updated in YEARS.
All of the people listed to be in this project either quit or were moved elsewhere.

They intentionally kept the years hidden so people wouldn't call them out for promising to release a game soon, with a page that hasn't been updated since at least 2012.

Direct quote from their BNS Page:
Currently in development for the west

 

[Charli]

Weird, my support experience was mostly alright with a bit of misunderstanding about the problem with the ports. What ISP or area are you playing from? They've been weirdly draconian about IP Addresses and if theres a problem there they might be flagging you unnecessarily.


The security features in Wildstar are punishing legitimate consumers and that is not good.


I like the game immensely for what it is, but I know the horror stories. I'm very sorry you've had these issues.

My suggestion is go on tumblr and relay the story to carbine directly there, they're usually quite on the ball, that team responding to praise and woe alike.

http://wildstaronline.tumblr.com/ Have at it if you still care.

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

Basically at this stage there is no way I'm giving them any money. They have used up all goodwill. A customer shouldn't have to go on Tumblr to get support, they should have to go to support. My IP changes basically every time I log in, I log in from several computers from several locations and I explained this to them in my very first message. I honestly don't believe for a second my account even was hacked, I just think they fucked up and won't admit it.

Well yeah because the support team is NCsoft run, they are nazi's when it comes to changing IP addresses, they don't believe shit. Going to tumblr is basically going behind their backs and telling the devs on them. But as I said, if you don't have any will to do anything at this point just ignore my advice, you didn't have to take it.

It was only if you cared enough.

So...yeah, what more can I say? Bad luck.

 

[Chairman Miaow]

Weird, my support experience was mostly alright with a bit of misunderstanding about the problem with the ports. What ISP or area are you playing from? They've been weirdly draconian about IP Addresses and if theres a problem there they might be flagging you unnecessarily.


The security features in Wildstar are punishing legitimate consumers and that is not good.


I like the game immensely for what it is, but I know the horror stories. I'm very sorry you've had these issues.

My suggestion is go on tumblr and relay the story to carbine directly there, they're usually quite on the ball, that team responding to praise and woe alike.

http://wildstaronline.tumblr.com/ Have at it if you still care.

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

Basically at this stage there is no way I'm giving them any money. They have used up all goodwill. A customer shouldn't have to go on Tumblr to get support, they should have to go to support. My IP changes basically every time I log in, I log in from several computers from several locations and I explained this to them in my very first message. I honestly don't believe for a second my account even was hacked, I just think they fucked up and won't admit it.

Well yeah because the support team is NCsoft run, they are nazi's when it comes to changing IP addresses, they don't believe shit. Going to tumblr is basically going behind their backs and telling the devs on them. But as I said, if you don't have any will to do anything at this point just ignore my advice, you didn't have to take it.

It was only if you cared enough.

So...yeah, what more can I say? Bad luck.

Thing is, I also played Guild Wars 2 a lot and have never had a problem with NCsoft.

What third party program did you say you were using?

I didn't because I wasn't.

 

[Chairman Miaow]

Weird, my support experience was mostly alright with a bit of misunderstanding about the problem with the ports. What ISP or area are you playing from? They've been weirdly draconian about IP Addresses and if theres a problem there they might be flagging you unnecessarily.


The security features in Wildstar are punishing legitimate consumers and that is not good.


I like the game immensely for what it is, but I know the horror stories. I'm very sorry you've had these issues.

My suggestion is go on tumblr and relay the story to carbine directly there, they're usually quite on the ball, that team responding to praise and woe alike.

http://wildstaronline.tumblr.com/ Have at it if you still care.

One of my friends has a travel a lot for his job (he operates cameras, to put it as simply as possible), and he's also a big MMO-player. Wildstar is the first MMO he has ever been unable to connect to when staying at a hotel. When he got in touch with Wildstar's support to try and fix this, he basically just got a bunch of run-around. He eventually found a way to fix it, though I honestly don't know how.

Meanwhile, I'm now having to deal with the same "Your email has been compromised" crap, that I'm choosing to translate as "We have shitty security, but we don't want to admit it." I'm sorry, but when get a text every time my Email is logged-on from a new machine (even mobile ones), I find it hard to believe that someone was able to log onto my Email without me knowing about it.

Basically at this stage there is no way I'm giving them any money. They have used up all goodwill. A customer shouldn't have to go on Tumblr to get support, they should have to go to support. My IP changes basically every time I log in, I log in from several computers from several locations and I explained this to them in my very first message. I honestly don't believe for a second my account even was hacked, I just think they fucked up and won't admit it.

Well yeah because the support team is NCsoft run, they are nazi's when it comes to changing IP addresses, they don't believe shit. Going to tumblr is basically going behind their backs and telling the devs on them. But as I said, if you don't have any will to do anything at this point just ignore my advice, you didn't have to take it.

It was only if you cared enough.

So...yeah, what more can I say? Bad luck.

Tried the Tumblr, just directed me back to support.