[2020] In need of Help With Locked Account [URGENT] [ISSUE IN COMMENTS]

Hey,

Sorry to hear what you've been through, let's get your game account sorted.

OK so you need to submit a manual recovery request to us, the form will ask you for some information, including a new email address you want to set to the account.

Provided everything checks out, we will then send a link to the NEW email address and you'll be good to go.

So (if you can) use the device and ISP you usually use to access your game account, then ...

Head to the email is inaccessible article

1. Scroll down and hit 'change registered email'

2. Scroll down and hit 'update registered email'

3. Type in your log in username when prompted and submit

4. Click the text line 'I don't have access to that email address'

5. In the free text box presented put an email address that is secure and you can access - this will become your new account recovery email. It helps a little if the email you give is the first email used when you created the account, but it can be any address, provided it is secure and you can access it

6. Complete the rest of the form, stick to factual information, the older the information the better

7. Hit 'send recovery request'

We will then compare the info on your form to the details we hold on the account, we'll send an email to the new address you supplied with a link to reset your password or an explanation of why your request has been denied.

Player Support are busy right now but we should get back to you within 24 hours, often much quicker.

Steve

We got your recovery request just before 1am today and it is in a queue. I've had a quick '10 second' look and it seems quite strong, I would expect it to be granted but obviously the person who deals with it will take much longer over it and dig a little deeper into the claim. Right now recovery wait times are pretty good, there are a few hundred in front of you so I'd expect yours to be processed in about 4 hours from now, so you should hear back by early afternoon Tuesday 12 May UK time.

I can see the recovery request was successful - new email set, new pass set, account unlocked and good to go.

A fast auto deny is not a good sign, it means the info you provided is such a poor match that it's not worth passing for staff review because it will be denied anyway - this often happens when people try to recover the wrong account, or try to recover an account they did not create, so do check you are actually entering the correct account details

As I said, the decision is made by someone after carefully reviewing the info supplied, but only after a really low level basic check is done automatically. Feel free to put another request in, remember to focus on factual information (the older the better) - the person reviewing it wants to see you created the account, not just that you have been able to access it in the past.

Good information is things like old passwords (don't put them in the free text box though), contact name, billing postcode, billing type, billing email and so on.

It also helps if you can submit the request from the same location and ISP that you usually use for the account (although we understand that people do move and change providers).

If you think your account has been hijacked recently, don't give the password the hijacker knew as obviously that is weaker information as it's compromised. It also helps if you want to set the original email to the account, again we know that is not always possible, but it's another indicator linking right back to account creation.

We haven't had any recovery requests for that account, you are almost certainly trying to recover the wrong account. Most likely by providing the log in for another account