Thread: Compromised Account Reimbursement Policy

As part of our ongoing effort to evolve and improve our policies to better support our customers, we’re very pleased to introduce our updated and expanded Compromised Account Reimbursement policy. We have made some significant improvements to the existing policy based on player feedback, testing, and new tools available to our customer service staff.

Some of the highlights of the new policy include:

• Up to a ten day window for reporting your account compromise.
• Restoration of most items lost as a result of an account compromise.
• Restored items will either be sent via in-game mail or placed directly in your inventory.
• Alternative compensation for items which cannot be restored.
• This policy goes into effect immediately (2/24/2011).

You can read the full details in the knowledge base.


In addition to this policy, we’re also making it more difficult for unauthorized third-parties to destroy your hard earned items. With the release of Update 2 we will be making changes to certain hard to acquire items, such as raid gear, that will prevent them from being sold to vendors. As always, we will continue to review and adjust our policies and improve your experience both in game and out.

You can share your feedback in the official discussion thread.

Edit: As of 3/15/11 we have expanded the window from seven days to ten.