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Account Banned Because it was Hacked

Spitemaster·8/22/2017, 11:20:41 PM·3 votes·343 views

So, my wife's account got banned. We discovered this when she logged in for the first time in months to discover an incredibly vile game log and a permaban notification. That game definitely deserved a permaban.

It was the only game in her match history that we're not fairly confident was her - the attacker played just that one game, and it was not within a month of any game that she actually played. Odds are, it would be fairly easy for Riot to find the logs of that game and discover that nothing was the same as usual: different IP, different system specs (if those are captured), etc. She's never been banned or received a warning previously. Her password was not changed, so she was able to log in as usual.

Now, looking on the Riot Support page, it says,

>Can my suspension be removed? > >Suspensions due to the Instant Feedback System will not be lifted or shortened under any circumstance. > >** It wasn't me! Can't you do something about this?** > > Remember that you are fully responsible for all activity made on your account, and if suspensions or bans are incurred we will not be able to modify them. If you feel that your account may have been compromised, please see the following Knowledge Base article for more information and instructions to help recover your account: Account Recovery Guide.

I understand the stance is zero-tolerance. I was just wondering if this means that we have no recourse, or if it is worth opening a ticket with support and having a discussion with them. I'd honestly be kind of disappointed in Riot if there is nothing they will do, but I don't want to waste my time and theirs if the policy is as strict as it reads.

Thanks in advance for the advice!

7 Comments

HalcyonDweller8/22/2017, 11:24:39 PM2 votes

Accounts are "banned" when they are discovered to be hacked. Usually this is not actually a permanent matter, and Riot support will help you resolve the matter and recover your account.

EDIT: That verbage about "it wasn't me" more refers to account sharing. They hold people responsible for what happens if they give their password out to somebody, for example a friend. Less so with hacking, so long as it can be properly verified.

You can contact Riot support (link is at the bottom of the page, where it says "SUPPORT" in light blue) and explain your situation, they should be able to work with you to verify that the account was actually hacked, and then give you the account back.

Chermorg8/22/2017, 11:25:25 PM2 votes

I'd open a ticket. It's rare, but if they can confirm that the account was compromised and it was otherwise relatively clean they'll sometimes initiate account recovery and remove the suspension if that process results in your wife recovering her account. Note that when they do this it's generally a one time courtesy under the understanding that a second time won't be so special.

Best of luck.