Account locked after reporting stolen items — no response for a week
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My Deadeye (≈100 hours in 0.3) had items stolen. I emailed official support. They immediately locked my account “for security,” which I appreciate—but I didn’t request a lock. It’s been one week with no further reply despite me providing all requested info (IP, country, etc.). I’ve already secured everything on my side. Please help unlock my account or escalate my ticket.
Account: z3kram from steam, playing from Buenos Aires, Argentina. I made the post from this new account as it's blocked and I cant even access the forums. I have paid money on this game and I simply want to get back to playing. Happy to provide any additional verification you need. Steam profile. https://steamcommunity.com/profiles/76561198030491150/ Last bumped on Sep 15, 2025, 6:42:27 PM
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If you have sent us an email, one of the team will be able to respond to your request as soon as we can. Please note we are currently dealing with a large number of requests, so we apologise for any potential delay in getting back to you.
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Unfortunately your account is likely to be locked until next year. GGG's support faceplants the moment preliminaries are done and an complex issue (like account ownership/recovery) is handed off from junior to senior support staff.
Reports from earlier in the year put the back half of the process at a minimum of 4 email exchanges with 4-6 weeks between them. I've yet to see any reports that this is improving any from the broken state it's been in since support was overwhelmed when POE2's 0.1 version launched. You're screwed, with no way to influence it positively. You can make it worse, their support system moves you to the back of the queue every time you send a new email ex if after 2 weeks you send a "did you get my last email?" inquiry. 🤦♂️🤦♂️🤦♂️ Did you ever see history portrayed as an old man with a wise brow and pulseless heart, weighing all things in the balance of reason?
Is not rather the genius of history like an eternal, imploring maiden, full of fire, with a burning heart and flaming soul, humanly warm and humanly beautiful? |
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I’m honestly stunned that the “solution” has hurt me more than the attack itself.
I reported a theft and support’s response was to lock my account “for security.” I appreciate the intention, but after a full week with no follow-up, the reality is: The attacker took my items, and they won't get back. The lock took my entire account and playtime. At this point I would literally get back to playing faster by creating a new account and re-farming everything. That can’t be the intended outcome for players who report issues in good faith. I’m not trying to game the system—I just want to play the game I paid for on a secured account. Right now, the policy punishes the victim and discourages reporting. I would never contact support again after this. |
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" That is crazy. I got banned for 24hours 5 days ago and my account is still locked. Now after reading so many threads about accounts being locked I found out that my account will be lucky to get unlocked by 0.4 release in December if it ever gets unbanned. All that for making a joke about RMTing, to a paying customer that has never ever done any RMT. In my 20 years of gaming I never got treated that way and sorry tor the rant but its beyond frustrating. |
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" What is even crazier is that the to go response here from other players is "just make a new account bro and accept it" |
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" The voice of despair. Did you ever see history portrayed as an old man with a wise brow and pulseless heart, weighing all things in the balance of reason?
Is not rather the genius of history like an eternal, imploring maiden, full of fire, with a burning heart and flaming soul, humanly warm and humanly beautiful? |
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same here, i don't understand what s going on with poe support,
ok there are many request probably, but still... it's not normal to fast lock account and disappear after that |
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