Account has been locked

Hi, I've made this account to post on the forum.

My account has been locked. I bought the game on Steam, and I found out I had access to a key in my account. I claimed it and refunded my Steam purchase. Now I'm trying to connect to my account and/or the game, but it says that my account has been locked and that I need to contact customer support.

I've contacted them and I received an answer saying "Thank you for the message. We may be able to help with this. Can you please confirm for us your Path of Exile account name (including the 4-digit discriminator) and the names of a few of your characters?". After that, I haven't received any updates.

Has this happened to anyone before? How long does it takes?

Hi Tai_GGG, I've already contacted the support two times, once I received the answer that I wrote in the first post and since then it's been radio silence. Do I need to send another email or do I just need to wait?

You need to wait, probably for a very long time. First line support will quickly get some initial information; after that your case is handed off to senior staff who've been disastrously backed up since POE2s initial launch. I haven't seen anyone reporting timelines on a refund problem since early this year when everything was far worse; but you're probably looking at several weeks or longer before any response.

Don't send another email. GGGs crap system sorts not by last email not replied to, but by most recent email in the thread. Sending one (as is normal to do when you're worried something got lost in transit) dumps you to the back of the line. 🤦‍♂️

I know the support must be receiving a lot of mails, but it isn't normal to wait weeks to receive an answer. I would buy the game back if it would unlocked my account, but I don't think it works like that. At that point I'm expecting to never play again lol. Thanks for letting me know Summoner!

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Vigno#6866 wrote:

I know the support must be receiving a lot of mails, but it isn't normal to wait weeks to receive an answer. I would buy the game back if it would unlocked my account, but I don't think it works like that. At that point I'm expecting to never play again lol. Thanks for letting me know Summoner!

I agree that it's very much a dysfunctional mess. I am hoping that having caught up on basic support requests a few months ago GGG is training at least one more person (ideally at least 2 to minimize the bus factor) to help tackle backlogs of more complex issues like account lockout/ownership disputes, ban appeals, and supporter pack refund requests. Unfortunately because they only reply here in copypasta form and AFAIK no streamer has raised the issue in interviews I have no idea if they're doing so and if so when we can expect to see any improvements.