Forum Discussion

TheRedDevil24's avatar
TheRedDevil24
6 years ago

my account was hacked

Hi,

Here to report that my galaxy of heroes account has been hacked and taken off of my google play email. I've contacted the game developers in the forums and they have redirected me to ea customer support. My google play email is [edit: email address removed] and my ally code is 571-357-227 and my player ID is [removed]. Whoever has taken control of my account has changed the name to GuessWhoIsBack, erase all my 6 dot mods and has left my guild. My original name from day cero was TheReddevil. I already changed my password in my google email and activate 2 step verification but this person still login into my account. I am aware of the ability to tie an account to your hardware device through the initial login method if you are not signed into an apple id on the app store.

 Thank you for your time and I look forward to hearing from you so I can hopefully once again continue supporting the game I love.

Regards TheRedevil

[edit: PlayerID has been removed for account security -CEO_Rago]

(CM: Edited to remove tag)

9 Replies

  • spyroll's avatar
    spyroll
    6 years ago

    The Red Devil has been a loyal member of our Guild for about two years (I am the leader of the guild).   This issue has been going on for a few weeks and it sucks because we know he has spent money on the game and it is making the game more of an annoyance for him then a fun outlet. We don’t want to lose him. Please fix this issue!

    Thanks,

    Spyroll


    (CM: Edited to remove tag)

  • Segmentvs's avatar
    Segmentvs
    6 years ago

    I am a guild officer and I can verify that The Red Devil is a member of our guild and has been dealing with Hacking issues as far back at 5/8/20.  We have the first and subsequent issues in our Discord channel.  He is the owner of ally code 571-357-227.

    (CM: Edited to remove tag)

  • CEO_Rago's avatar
    CEO_Rago
    Hero (Retired)
    6 years ago

    Hey @TheRedDevil24l,

    sorry to hear that. But please contact EA Customer Support for this issue: https://help.ea.com/en/

    You have to open a ticket and talk with a live support advisor. After you were able to verify that you are the rightful account owner, the advisor will move your case forward to the specialists.

    They can then transfer the account back to you.

    Regards.

  • TheRedDevil24's avatar
    TheRedDevil24
    6 years ago

    @CEO_Rago.

    “I appreciate you attempting to assist me by redirecting me to where you believe I can find support for my problem. However, I know for a fact that @EA_High Command has the authority and expertise to deal with issues of account theft in SWGOH. I would appreciate any help in reaching him to discuss my case. I will be able to provide proof of original account ownership and all account details at that time.

    Thank you for your help!

    Regards TheRedDevil 

    (CM: Edited to remove tag)

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hi @TheRedDevil24, @Segmentvs and @spyroll, I've edited your posts to remove tags to HighCommand. Please do not spam tag them and break the forum rules. The support team offer support for compromised account cases.

    @TheRedDevil24, if you've opened a Help ticket/case with the support team already, I can check in on it. Pop the case number into a DM to me.

    EA_Lanna

  • TheRedDevil24's avatar
    TheRedDevil24
    6 years ago

    Hello Lanna, 

    first thank you for answer me , wasn't my intention broke any rule , I just desperately try to get back what is rightfully mine! first case Im opened was on 06/23 with the number 61111405 and they never gave me any real solutions, just told me the same that I need changed my password, activate 2 factor steeps. second case still open with the number 61331814 the last email I received was asking if I have used apple login to  access your SWGOH. I never used Apple with my alt account. today I try to used my credentials to login into the account but my profile disappear instead I have a level 5 account with the name Deell jade. please help me with this I can proof that Im the creator and only owner of TheRedDevil from day 1 have a lot of friends that play with me this game for almost 4 years I have a main account with over 7.4GP and my alt that I created 2 years ago 

    Regards 

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    6 years ago
    Hi @TheRedDevil24,

    Thanks for getting back to me with those details. I'll check it out as much as I can from the forums.

    EA_Lanna
  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    6 years ago
    Hi @TheRedDevil24,

    I've touched base with the support team on the most recent case and they've confirmed they are looking into it for you and have been in touch with you today regarding the case and some information they need. Once an agent is free to review your response and handle the case, they'll connect with you through email again. Please keep an eye out on your email inbox from updates from them.

    Thanks,

    EA_Lanna

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