Is it banned by plarium or you are unable to access it yet due to the hakcing?

they had a bank holiday apparently and didn't work Friday-Saturday-Sunday. Worst time for our accounts to be hacked 🙁

Due to hacking. I received a email saying my account was logged into from someone in Russia. So when I log in it says banned for investigation. 

Ok, so yours it is. Mine is not even banned.. I managed to log in with facebook log-in, and since Sunday I had to stay logged on and kept an auto-clicker for eventual re-login, so the hacker cannot ruin the account (he already used all my shards)

Wow sorry to hear that. I hope they replace them for you.

they won't, it's clearly stated in the pinned topics. He didn't even found anything interesting u.u

So my halloween preparation went down the toilet..

Yeah. It's tough. I'm answering the best I can, but everyone is in a different spot in their own resolutions of this problem.

Some people haven't opened a ticket at all, some haven't gotten an automated response cause they didn't open the ticket I've been linking, some haven't responded to the automated response, some have actually talked to support, some have provided screenshots and purchase history. I keep putting the link in these threads because they are read by anyone who logs on looking for their first steps, which is to open a ticket through the form I keep sharing.

This is the most posts I've seen at once about accounts being hacked, so I wonder if there was a big cyber attack or something. Or maybe some leak from Twitch or whomever has put a lot of accounts at risk. I know that I go and change all my passwords when there's a big hack/leak.

Also, for those of you that need the form to submit a Support Request and Open a Ticket to have your account recovered, here it is: https://mobile-support.plarium.com/hc/en-us/requests/new?ticket_form_id=360000007492

Understandable Harlequinn. Moderators aren't the blame. Everyone I have spoke to just needs to hear something from them. Majority of us haven't heard anything...rather through email or on a public platform.

Can I suggest to add a cathegory "account hacked" to begin with, then put all those accounts on a block while investigating?

I understand backlogs but you can't leave your customers hanging with the account available to the hacker for this long.

I just got a call and while I was on the phone the hacker logged in and used again my shards. For pete sake, I've been logged on for 57hours now...

You HAVE opened a support ticket, right? I'm sure you have, I'm just making sure....

And the system is starting to catch those and locking it under "Investigation". As you can see, a number of the folks on the forums seem to have this as the case.

Also, I'm sorry you're dealing with this. Would hate to be in your position.

actually I have opened 2 xD But the second has ticket number of the first, so if the first get fixed the second can be discarded quickly.

Has anyone heard from support yet?

@Harbby. I finally got a email this morning asking for screenshots and account information. Sent it all off. Waiting for response. 

Harbby, I have received the same mail than lucky18022...and probably from the same person...

From Taras Mugu?

Yes, I think he's the only one...😂

Awesome, glad you have heard back. Please see the new stickied post by me in this section.