Help me pls.

Good afternoon!

Perhaps you can help me. My main account is Brutal2la#3501. I started playing the new PoE 2 league, logged into my account, and discovered that my characters from previous leagues were gone, and the stash tabs were renamed to Chinese characters. Just in case, I decided to write to support, suspecting an error with the merging of PoE 1 and PoE 2 accounts.

A support specialist replied to me and locked my account to allow time for a password change. He asked me to write back once I had done so. Unfortunately, after that, he stopped responding.

If you have the ability, please relay this information to the support department. I have now been waiting for 5 days without any information, and I suspect that the communication thread might have been categorized as a regular ban appeal, which are often ignored.

My details:

Email: [Removed by Support]

Name of the main account that was locked: Brutal2la#3501

The support ticket ID generated in the game: s3qknbg11u19

The response that was sent by support itself:

Hi there,

Thank you for the message and I am really sorry to hear about this. Can you please let us know if you have made any recent changes to your Path of Exile login methods such as updating the email or changing the associated Steam account?

If not, then your account may have been compromised. If your account was compromised then one of your associated login methods may have also been compromised as malicious users would need access to these to change details on the account.

I strongly recommend that you change the passwords for the Path of Exile account and any associated login methods to unique, complex passwords that are not used for any other accounts. You should also ensure that you have 2 Factor Authentication enabled on any of these that have them available.

I would also recommend completing a scan on your computer for any malicious software.

I have locked the account to help prevent any further access while you secure your accounts. Once you have done so, please let us know and we can go through the verification process to restore access to the account.

While we may be able to restore access, we are not able to restore any lost or stolen items for a variety of reasons. I am truly sorry for any inconvenience that this may cause.

If you have any other questions or need anything else in the meantime, please let us know and we will be happy to help where we can.

Kind regards,
Rory