Help me! My password seems to have been changed and I can no longer access my account. How do I secure my account?

Most compromised account cases we deal with are the result of a customer having a keylogger on their PC. The first thing you need to do is make sure that the PC you are using is secure from any further threats. You can find further information on how to do this in the following threads:

[Guide] How to REALLY avoid getting hacked.
http://forums.wow-europe.com/thread.html?topicId=102690401&sid=1

[Guide] How to CLEAN your PC from Keyloggers
http://forums.wow-europe.com/thread.html?topicId=5383442401&sid=1

Account Security
http://forums.wow-europe.com/thread.html?topicId=35983697&sid=1

Once you are certain that the threat has been removed you can now recover your password with your secret question and answer. This can be done at:

https://www.wow-europe.com/login-support/

Your password will then be sent to your registered Email address.

NOTE: Make sure to change the password of your registered Email address on a secure computer, or alternatively as soon as you have eliminated possible keyloggers from your system. Additionally, check your Email provider's account settings to ensure an unauthorized third party hasn't set up Email forwarding to a third party address, which could allow them to keep an eye on incoming messages even after the password has been changed.

I have followed these instructions to retrieve my password, but have not received a mail. Did I do something wrong?

If you do not receive an Email with your password then it is very likely that your registered Email address was changed by the person who has infiltrated your account. If you do not receive your password by Email then you will need to report this incident to our Account Administration department to retrieve your account. This can be done by filling in the following secure web form:

http://eu.blizzard.com/support/webform.xml?lan=en

NOTE: You should also ensure that your email client or provider has no spam filters installed which might be blocking incoming emails from the blizzard.com domain.

My account has been banned! I haven't done anything wrong - what can I do?

If the violation is verified to have occurred while the account was compromised, we may be able to overturn previous action taken; this includes warnings as well as temporary or permanent account suspensions. Please report the matter by using the above web form to ensure the situation is thoroughly reviewed.

My account has been merged with someone else's Battle.net account!

The following guide has been compiled to assist with this particular issue. Please have a look:

http://forums.wow-europe.com/thread.html?topicId=10203680422&sid=1

I have access to my account, but some items, gold or characters are missing. How can I get them back?

This is something which the Game Master department will directly assist you with. As soon as you have access your account, submit a ticket to us in-game with the following information:

• When was the last time you logged in before you noticed the issue on your account?
  
• Do you suspect who accessed the account? If yes, who?
  
• Have you checked your PC for viruses and changed the password on your account?
  
• Please indicate the names and realms of all affected characters and name one or two major items that appear to be missing.

Once we answer your ticket it will then be closed and your case passed onto members of the GM team who specialise in character and item recovery. It should not be necessary for us to speak to you again in-game, and any items or gold which are retrievable will be sent to your characters by in-game mail.

I contacted a member of the Game Master team about my compromised account, but they locked the account! Did I do something wrong?

In most cases when an account is compromised and reported directly to the Game Master department we can reset the account password and reimburse any lost property without the need to close the account. However, if an account has been repeatedly compromised within a short time span then we will lock the account until the user can verify that their PC is now secure. If your account has been locked by us then you will need to contact our account administrators using the web form above.

My friend is at work, but he is logged on! It looks like he has been compromised - is there anything I can do?

There may be something you can do to secure a friend's account. Please submit a ticket to us in-game with the name and realm of a character on your friend's account. One of our Game Masters will then look into this for you, and if we can see clear evidence of someone other than the registered account holder logging into the account then we may be able to take action to secure the account, and investigate any item and gold loss from there.

Is there anything else I can do?

It may be beneficial to consider purchasing one of the Blizzard Authenticators from our online store:

http://eu.blizzard.com/store/details.xml?id=221003132

As a cell phone or mobile device user you may want to consider downloading a Battle.net Mobile Authenticator for merged accounts instead:

http://eu.blizzard.com/support/article.xml?articleId=35970

The download link combined with a list of eligible carriers and phone manufacturers can be found at:

http://www.battle.net/account/support/mobile-auth-download.xml

An Authenticator can greatly increase the security of your account by adding another layer of protection, but should not be used to replace up to date computer security measures such as anti-virus software and computer firewall.

If you have any additional questions which are not covered in this guide, then please do not hesitate to make a thread here on the Customer Service forums for further advice.

Kind Regards,

English Game Master Team
Blizzard Europe