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Ankama Trackers

Farewell Dofus and all our Dofus friends

By daSantaStalker - FORMER SUBSCRIBER - April 18, 2019, 01:14:50
AnkaTracker

Alas, after nearly 12 years of consistent play, my wife and I are calling it quits on Dofus.  One of our main accounts was recently hacked, even with shield in place, and now Ankama has decided not to help us due to what they say is 'inconsistent information provided'. Therefor, we will now be deleting all our accounts and uninstalling the game permanently. To everyone we've enjoyed playing with for these long years, we are sad to see it end and wish you all the best, but this is the final straw.

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First Ankama intervention

I am sorry to hear about what happened to your accounts. Could you please share with me your Support ticket number so that I can look into what happened?

Manaia

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Score : 359

My wife and I are long timers as well; and it is sad to see the old guard leave. Much luck.

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Score : 185

Thanks Bill. We have been playing since back in 2007, and it tears me up to see things end this way, but I don't know what else to do.

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I am sorry to hear about what happened to your accounts. Could you please share with me your Support ticket number so that I can look into what happened?

Manaia

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Score : 185

The support ticket number was 2335294. Any help you could give would be greatly appreciated. We have been pulling our hair out over this. I really hope this can be resolved. Thanks

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Score : 185

Just got a message from support stating that they would help with the recovery of the account. Manaia, if you had anything to do with this, thank you from the bottom of our hearts. This is the best news we've had all day.

Manaia we got the account back, however it is banned until May 10th. Can you check into this and tell me if it is because of the hacker or if it is necessary to roll back the account? Any help would be much appreciated. Thanks again.
 

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Regarding the ban, please accept my sincerest apologies. It was an unfortunate mistake that Support is rectifying as I write this message. 

I want to thank you for bringing this to my attention here on the forums, and I genuinely hope that both you and your wife will continue to explore and enjoy the World of 12 with us.  <3

Manaia

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Score : 185

Thanks for getting the ban lifted, however all of the dofus, the lvl 200 gear,  pets,  kamas,  coulive set, everything it had is gone. Is it possible to have the account rolled back to before the hack took place? The hacker/scammer really did a number on the account as well as changing the colors. Any help you could give would be wonderful. This would be the last step in returning the account to the way it was. Thanks again Manaia, you rock!

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Score : 522

I too lost everything to a scammer. I got my account back but not one single item or kama. Apparently they couldn't trace where they went and refused to add items not earned to the game.

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I would encourage you to reopen the ticket and discuss this with the Support agent, explaining your situation. 

Manaia 

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Score : 295

you see this is exactly what i meant when i made my earlier comment it took them this long to just get back into the account then they had to get it unbanned and now they don't have any of their items meanwhile they HAD shield up they did everything to stop this and it still happend yet ankama is making them jump through hoops to get all of the steps done in the process when it all should have been done in 1 go how hard is it too take the info they gave you give them back the account unban it and roll it back to the last time they played why does it have to be a constant ''now go ask support AGAIN for help'' when it should have all been taken care of in the first place

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Ankama doesn't roll back characters, I'm afraid.  sad

I get it. I really do. A mistake happened and it delayed everything, resulting in a frustrating situation for the impacted players. Nobody can dispute that and I take the opportunity to once again apologise for the situation on behalf of Ankama.

Alas, as a Community Manager, I can't intervene when it comes to  Support tickets so my only choice, in order for things to get resolved, is to redirect players to Support, after having reiterated the case once again with the adequate department. Foregoing due diligence just to gain time won't do anybody any favours, including the players impacted directly by this situation: we need to do it right. 

Now, more specifically on recovering items: only Support can work with players regarding items. While it is a rare occurrence that items are returned (because items have had time pass around across several accounts, making it extremely difficult to trace), I would still encourage players to ask and see what can be done. I will keep an eye on the situation and continue working with Support hoping for positive news. 

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Score : 295

Well then lobby for item reversal for them. This would surely be one of those rare cases they do it. They had shield up, they didn't do anything to facilitate this loss of items, and they have been customers since 2007 with over 15k hours between them. Surely ankama doesn't want to take some of their longest running customers and just leave them at wayside over this. They did everything in their power to protect themselfs. Why should they lose 13 years of progress over this?

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Score : 185

Manaia, I appreciate you getting back to me on this issue. I understand that it's out of your hands as far as the roll back is concerned. I have already reopened the ticket and explained the situation to support. I understand it's a long shot on recovery, but honestly if the roll back doesn't happen it will still most likely be the end for the two of us. We have literally spent years acquiring  the items she lost. The Ice Dofus itself cannot be quested for again. The exomaged gear she was wearing is extremely difficult to replace. Literally millions upon millions of kamas worth of pets,equipment,trophies all gone. They even took every piece of gear from her bank that was over level 150. I truly hope that support will make an exception, considering my wife is the victim here. Just considering that she had her Shield set at maximum and they were still able to do this should warranty the help, but I'm not hopeful to tell the truth. I still want to thank you for your consideration and help in the matter. Like I said before, I know it's out of your hands, but the fact that you were willing to do what you could is appreciated. It's all up to Support now.

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Score : 25621

Ankama have not given any rollback to past players who suffered the same fate as you. It might not be technically possible.

But you do not have to end your adventure due to your loss. You can gain back the ice dofus again thru perseverance (using another character to do the quest again or by buying them). And you seem to have lots of ingame friends. A friend in need is a friend indeed. I'm sure you can bounce back just fine after this massive fall.

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I'm confused, I thought if we had Ankama shield we were effectively insured if we were hacked. If this isn't the case, what's the point of us having it?

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Score : 543

Because it's apparently difficult to track down where items went if the items of a hacked account passed through several account if those [redacted] who hack accounts sell everything the person(s) have had on there(and mess with other things). Shield or not, if the items can't be tracked and returned to the original owners and Ankama is unwilling to give out new ones(if that is even possible)...
Speaking of this...

If the items can't be restored by tracking them, wouldn't just giving those persons new ones to replace them do the trick? Unless that's not possible due to technical reasons I see nothing speaking against it as to me, it clearly seems as if the persons who were involved in the hack care for them as they were using them, not to sell them(sidetrack, but I don't really understand/see the point in selling a Dofus, but that's probably because I see it as something that should be earnt rather than just bought from somewhere) so it wouldn't have any impact on the economy if it's just one or two players. But then you'll probably get others complaining about why they weren't treated that way so it's probably not a solution either.

The point of having Shield or Authenticator is to provide an extra layer of security to your account to reduce the chances of it being hacked even if the person knows your account name and password. To me, at least.

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Obviously, Ankama should not just "give new items to replace the old ones". Those old items are still on the server, probably getting bought/sold by other players who don't even know it was stolen; and generating duplicate items for anyone that says they got hacked would affect the economy.

The Ankama Shield is to prevent losing your items in the first place, not an insurance to get them back. In order for someone to get hacked with an Ankama Shield in place, I'm pretty sure they'd need to have access to your email account as well for the access code to deactivate it (since you can't exchange other players/move gear while the shield is active).

Have you thought of how many players would abuse a system where if they made it look like they got hacked, Ankama would give them duplicates of their items? Just create/log into an alt account with a VPN set to some other country, exchange your items to that character, and now it looks like someone from another country hacked your account and took all your items. Then you just wait for support to give you all your gear back, and do whatever you want with the duplicates.


tl;dr: There is no good way to get back a person's items after they've been hacked, the best thing to do is do whatever you can to prevent getting hacked in the first place.

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Score : 347

This similar problem happened with me years ago, I had ankama shield on and I got hacked and Ankama support declined a rollback. I feel like Ankama in general should be generous about these situation, a fault on their protection system and the amount of grinding players put onto the accounts can be frustrating when you lose that progress.

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Score : 514

Ankama's account support has been useless ever since I tried recovering my main account, couldn't even help me change my old e-mail.

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Score : 618

@everyone in this thread, read what Lost-Worldz said. It's not about just you. Anyone could claim they got hacked and just get duplicates. Ankama can't be throwing around account rerolls.

There is no such thing as someone getting hacked to begin with. There's players walking around with billions worth gear, yet they don't get hacked, whereas randoms do? The only reason any of this happens is because you didn't follow the rules and gave your password to another user. Can't expect Ankama support to help you when you go out of your way to not follow the rules, that's why they are there to begin with. Ankama isn't stupid either, they know it's impossible to "hack" an account. If people could, a lot more and richer players would be targeted, and Ankama would be perfectly aware of people getting hacked; instead of giving away your password.

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Score : 543
I'm sorry, but saying it is impossible to get hacked is just plain ignorant with all the software and other stuff hackers have at their disposal for figuring out things like passwords. I have had accounts hacked even though I told nobody my password, not even other family members, nor email address in another game, some years ago, but others I had created didn't get hacked. You might just be unlucky if it happens to you.

And it's not like I didn't consider that it would just get abused, I just thought it was a thing which would be obvious to people.
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I thought I would throw my two cents in since this post is about my account. There is a simple misunderstanding about me being hacked. People seem to be under the assumption that I am a 12 year old kid who doesn't understand internet safety. I am a 37 year old grown ass woman who works with computers for a living. Its my job. Now that that is out of the way. Ankama gave my account away to a HACKER in a country other than my own. Which can be verified by the IP address which the HACKER logged from. They let them access my account just long enough to rob me blind. Then they banned the account. After many many arguments with them I did get back access to my account which is completely useless now. So, lets review: Ankama gave my account away to a stranger in a foreign country from me. They refused to give my account back to me for days. Then they refused to fix the error THEY created. I keep hearing things about they cant roll back my account back be cause to many items would be on the server. I can NOT re-quest for my ice dofus it is not replaceable. (as well as my ochre, turq, emerald and every single pieces of equipment that was lvl 150 and above. ) My husband and I have been paying real money that we worked for to play for over 10 years. So all I'm saying is that if Ankama can take my stuff away and give it to someone else without even consulting me,not so much as an email notice, they can sure give me back my stuff just as easily. I don't give a crap about their INCONVENIENCE. It won't hurt a single person on the whole freaking planet to fix this wrongness against me. It can only make them look good for providing excellent customer support, which i have yet to experience during this matter. And that is all.

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Score : 25621

Who said that only 12 years old get hacked thru scam and phishing? I've seen grown men (and women) get hacked when they log on free-kama site and later claim that they didn't. Two of my guildmate quit due to that free kamas site, I see them talking about getting free kamas and I warned them to be careful. Two weeks later they got hacked and quit. To this day, they are blaming Ankama for not helping them and they adamantly claim that they do not go to phishing sites.

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Score : 185

First off, she wasn't implying that only 12 year olds get hacked. She was using that as an example that she was old enough to know better than to fall prey to something like click bait or phishing sites. And as for buying kamas, we have NEVER subscribed to the idea of BUYING kamas. We always earned our kamas the hard way. Through hard work. This was not due to any inappropriate actions we took. We are still perplexed on how this happened in the first place. We DO NOT share our account information with anyone, EVER.  We have been playing this game for 12 years successfully without being hacked or scammed out of our account info. We take security extremely seriously. I myself am an IT specialist, so I know better than to trust kama for sale sites.  This is still as much of a puzzle as anything else. My wife never received an email or text notification from Ankama about any changes to her account prior to the hack. Nothing. If anything, this should prove there is a seriously flaw in the security of the game. Some friends have suggested this might have been done through Steam instead of the actual Ankama game launcher. Though I still am confused as to how, even through Steam, they were able to acquire her log-in credentials. And even then, she should have been notified by Ankama about the requested change to her email address, security question, or any of the other security measures Ankama uses. Hats off to the hacker if they were able to bypass all of that. Again, we're not sure how this happened. Both of our pc's have redundant fail safes to ensure we don't get victimized by viruses, spy/mal/adware programs, or intrusions. This should be a wake up call to anyone who plays this game. Evidently, even with the highest security settings through Shield, you can still fall victim.

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IDivideByZero|2019-04-25 08:45:35
You're not the first player to deny visiting any shady websites. 
 


And whether YOU believe me or not - you probably won't since you seem to think everyone who claims to have been hacked has been to a phishing site - I have never ever gone onto any site which was not an official website of the developers, nor have I entered account credentials on a phishing website. Neither did I share passwords with anyone but myself... although admittedly, the passwords I used for accounts back then weren't that good. But I wasn't that old either.

And you seem to have missed when I said that the game where I did lose an account or two was a different one, not Dofus. And there I wasn't too bothered starting over again since that was a game which I enjoyed playing a bit, and I had made three accounts for that game. I had gone back around about two or three years ago to see if said account was still accessible and when I went onto the website of that game, I was able to retrieve it using my email address of that time to change the password and find everything I had on there as I'd left it around about in 2010.
IDivideByZero|2019-04-25 08:45:35

If any new players are reading this, don't listen to this nonsense. People get "hacked" because they visit phishing links or share their accounts with friends. They can't face their own failures, so they blame the company, who warned them a ton of times about these scamming methods. Your account is always safe if you don't go out of your way to give away your password. smile



If new players even read the forums they should just go here, which is something I read before I started to play : https://www.dofus.com/en/mmorpg/community/phishing

And if they understand French, could also have a look at this : https://www.youtube.com/watch?v=-NXeYuyumwU

And if I was stupid enough to go onto such a site and lost everything on my character(s) as a result I'd be slapping myself rather than blaming someone else.

Personally, I find the Authenticator app to likely be a more reliable way of safety, as so long as the scammer doesn't somehow find out both your email address, the password to it, and secret answer the chances of them getting access to the account before you can change anything are very low. Just need to have a device which supports it.
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