Trying to recover Skype account...

[Sharkyy]

So my skype recently got hacked and I got banned for safety precautions: http://www.sythe.org/report-scammer-archive/1916464-my-skype-has-been-hacked-sh4rky77.html

I can log in from my linked Microsoft account, and I'm still able to use my account. The problem is though, I can not change password for my Skype account or remove the hackers email. The hacker has most likely left the Skype as he can't really scam any this way. But he can still access it if he wants to. So I contacted Skype support and thought this would be easy to do. But no.... Good they have 24 hour responding, but I'm not even so sure about that since they don't seem to read what I write and totally misunderstand a simple text.

Me after getting rejected twice for verify ownership trough the form on their site (I filled in all possible answers I have for my account):

Please I do need further help, isn't it possible to check for ip's and see that someone else logged into my account and disconnected me? Please look at some Ip logs. My current ip is: xxx.xxx.xxx.xxx and I have been using this for quite some time on my account.

You can also see im writing from the email that has been attached to my account. I do not know how old my account is, but it is most likely from before this email (20xx). Thats why I can't find the welcome to skype email when I created my account. I lost my hotmail, but it should be [email protected]

Skype support response:

Hello Jonas,

Thank you for your getting back to us.

I understand that your account has been compromised and you are requesting for the IP address. I am sorry to hear this.

Skype takes our customers' privacy and confidentiality very seriously, therefore our customer records can only be released to authorized law enforcement agencies or to the account owner, subject to verification of identity. Skype cannot release any 3rd party account details or user data about 3rd parties to private individuals.



If you require information for a criminal investigation, please let us know and we will provide details on how the law enforcement agency in charge of the investigation contact us.

We are requesting you to answer the account verification form one more time. This is because we at Skype value the security of your account very highly and as such we are only able to change personal data in cases where we are able to verify the account user’s identity.

My response to this...:

I'm not requesting any IP's, I ask you to check your logs on my account to find verification for account ownership. What part of that did you misunderstand? Please be more "human" when answering my email. Do not go quickly over this, or you just have to spend more time on more emails from me. I am still logged in trough Mircosoft account link, why can't you just verify me from there and help changing password for my Skype account and remove the hackers email? Why is it not possible to send a new password to the email that was removed by hacker and have been on the account for years? Both ways proof account ownership.

Making this thread I can already see that I write while being angry at them, and don't spend any time reading what I write myself. But damn I'm annoyed of their way for verification. I am owner and can't even recover my own account I had for 7 years.

I'm not giving up... 1700+ contacts and the username is unique to me.

EDIT: Latest response, I will now go ahead and try one more time for verification.

Hello Jonas,

Thank you for contacting us again.

I apologize for the inconvenience and misunderstanding this issue may cause to you. However, we cannot proceed to your request because your account is still not verified.

We received your email regarding your difficulties accessing your account. I understand that your account may have been compromised and you need assistance in recovering the account. I am as you are, very eager to get the problem fixed as quickly as possible.

I acknowledge that you were advised to fill out another verification form. This is because we at Skype value the security of your account very highly and verification is our prime way of making sure that nobody except the rightful owner can recover the account.

This is also the reason why we have set verification and ownership identification process for users that will request and try to recover their accounts.

As I have reviewed your case, the verification that has been submitted did not match on our file and/or missing. This means you have the option to get back to us again by answering the Online Verification Form. Otherwise, should you need to use Skype's services, you have the option to recreate a new Skype account.

Please be advised that in creating a new account you will need to add all your Skype contacts again. Also, you cannot transfer any Skype Credit or other features from your old account to your new account.

Should you wish to continue with the verification process, you can access the account verification form page, by clicking this link: http://www.skype.com/go/help.support.request

Rest assured that your stated concern will be addressed appropriately and immediately once the account is verified.

Again, we apologize for any inconvenience this has caused. We are certainly working on all cases the best way possible and we are always here to help you out.

Thank you for understanding about the said matter.

As your specialist, I'll be more than willing to assist and have your concern worked on.


I look forward to your reply.

Me:

I will try again, but I won't stop trying anytime soon as I feel like this Skype account has some personal value to me. I have owned it for more than 7 years and had more than 1700 contacts.

But if I buy credit now for my credit card, would I be able to recover the account when I give you the information for that?

 

[uJesternWind]

Try calling them, it may yield better results as you're guaranteed to speak with a human. Either way though their support is notorious for being extremely unhelpful when recovering hacked accounts.

 

Try calling them, it may yield better results as you're guaranteed to speak with a human. Either way though their support is notorious for being extremely unhelpful when recovering hacked accounts.

Calling did nothing for me. I found success in the livechat on the site. Don't ask me how to find it as it was a nuisance but I somehow managed to get to it. They basically sorted it out for me and asked me to e-mail the main e-mail once more. After I did, I got the response that my skype had been unlocked and I was free to use it again.

 

[Sharkyy]

Calling did nothing for me. I found success in the livechat on the site. Don't ask me how to find it as it was a nuisance but I somehow managed to get to it. They basically sorted it out for me and asked me to e-mail the main e-mail once more. After I did, I got the response that my skype had been unlocked and I was free to use it again.

I can't see their contact details for phone number or livechat on their site. Can only find support trough their community or email.

 

[Brendan]

I can't see their contact details for phone number or livechat on their site. Can only find support trough their community or email.

To be eligible for live chat, you have to belong to one of these groups:
Skype Premium customers
Skype Manager™ administrators
Other groups of eligible paying customers

http://community.skype.com/t5/Rates-Subscriptions-Ways-to-Pay/Live-Chat-Support/td-p/1089424

 

Moved to help & requests. All the best getting this resolved.

 

http://community.skype.com/t5/Rates-Subscriptions-Ways-to-Pay/Live-Chat-Support/td-p/1089424

You don't. I recovered my Skype around August or something like that, and I had never paid for Skype previously. Again, I'm not really sure how I got to it, but I remember it being an absolute pain to find it.

 

[Sharkyy]

Hello Jonas,


Thank you for the response.

I truly understand that you want your concern to be resolved immediately. I am sorry for the inconvenience of filling up the form many times. Skype highly prioritized the privacy and security of each account. In this case, we first need your account to be verified before we can further assist your concern. Please fill up the form again so we can authenticate your identity. We cannot access the account.

The verification form is the only way for me to verify your identity and since you have not been successful in this process, I'm afraid the only solution moving forward is to create a new account.
. Here's an easy guide for creating a new account: https://support.skype.com/faq/FA10184
. Alternative is using a Microsoft account: https://support.skype.com/faq/FA12059


Thank you for your cooperation.

ehm lol... Is it me or did she just say that they can help me in the first 2 lines, and in the next they can't help me?

 

ehm lol... Is it me or did she just say that they can help me in the first 2 lines, and in the next they can't help me?

Yeah I remember getting a denial at first that was kind of similar. Didn't make too much sense. I'll hunt around on their site and see if I can find the livechat when I have some free time tonight.

 

[Sharkyy]

Yeah I remember getting a denial at first that was kind of similar. Didn't make too much sense. I'll hunt around on their site and see if I can find the livechat when I have some free time tonight.

any help is very much appreciated, thanks you so much <3 no homo.

 

[Sharkyy]

Hello JOnas,

Thank you for contacting Skype Customer Service.

I understand that someone was able to gain access to your account without your permission. I am sorry to hear this.

I also understand that your password was changed without your authorization. As a precaution we have restricted your account.

Don't worry, you'll be able to regain full access to your account by changing your password. Simply follow the below steps:

· Click on this link.
· Enter your primary email address and click Send email.
· You will be sent an email with a temporary code to reset your password.
· Check your inbox if you received the email from Skype. If you can't find it in your inbox, remember to check your junk or spam folders. The email can take up to 30 minutes to reach you and it must be used within three hours.
· In the email:
· Simply click "follow this link"
· If that doesn't work, copy and paste the recovery code and click the Submit button.

Please bear in mind the following information:

Use a Skype password that is complex and cannot be easily guessed. Use a combination of numbers, upper and lower case letters and symbols to increase your password security.
The password should not be the same as for other applications and it should be re-set regularly.
When you use Skype on a public computer, always be aware of people around you when entering your personal details. Remember to sign out of your account and quit Skype completely when you have finished using it.

After you have successfully changed your password, please let us know and we will remove the restriction on your account.

I look forward to your reply!
Best regards,

my response:

The email was removed by the hacker as well. So I'm unable to recover my account this way, already tried this before contacting support. He has his own email as primary which is: [email protected] (This email is not owned by me and was added without my permission). I have added [email protected], but can't select it as primary or set it as primary without password.

 

[Sharkyy]

Hello Jonas,

Thank you for getting back to us.

I understand that you want to change your primary email address. I would be glad to assist you.

Your request has been forwarded to a specialized department who will respond with the appropriate next steps within 2-3 hours.

Thank you for choosing Skype!

and

Hello Jonas,

Thank you for contacting Skype!

I understand that your account was compromised and you don't have access to the email address associated with your account. Don't worry we'll have this resolved for you in no time!

Please send us the new email address you want to use and I'll be happy to update your account for you.

I look forward to your reply.

Looking forward to get the Skype under my control 100% today, thanks for the help. Keep trying made this work for me, and I was surprised how rude the support sounds like and can be. For the verification part, I almost didn't change anything, I just kept trying with almost the same answers.

 

[Starry]

Good luck recovering. :/

 

Successfully got it recovered https://gyazo.com/bd0ff4267b64a38a80d05e4095bed6c4

Thanks for the help, and I hope this thread can maybe help others out there

 

[Brendan]

Successfully got it recovered https://gyazo.com/bd0ff4267b64a38a80d05e4095bed6c4

Thanks for the help, and I hope this thread can maybe help others out there

Glad you were able to get this resolved!

Closed.