119580-are-they-suspending-accounts-just-for-encouraging-2-step-verification

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 Have many people had to go through this?
 
Here's my story: 
Last summer I bought wildstar, gave it one month and then that's it. Friday I decided I wanted to play Wildstar again. My sister kept telling me she's playing it.
 
I could neither log in or buy a new subscription. My account was suspended for violating terms or agreements. Something I got 3 e-mails about. I contacted support Saturday and it took hours but they unlocked the account if I confirmed verbally that I scanned my computer, changed my NCsoft password, and opted for 2-step verification. It felt very verbal and manual, as if they just wanted to save time securing everyone's account by just preventing them to play and letting support representatives do the rest. 
 
I'm only assuming because of the little information I got but I left a feedback to the support ticket
 
with the following comment:
"It took several hours to get this resolved. There are better way to enforce account security than ban/suspend accounts without any reason. You've said it yourself that did not see any sign of intention to hack my account, so I think that if you want to implement 2 step verification in the account security for everyone and enforce it: hire web developers to code new functions on the website or launcher. Don't suspend accounts like that."
 
Here's the account suspension e-mail I got, it came in July but since I quit by that time I didn't look at my mailfolders for Wildstar mail:
 
"Hello,
 
This message is being sent to notify you that a violation of the WildStar User Agreement and Rules of Conduct has occurred on your account. Due to this violation the following action was placed on the account:
Account: nicky(...).com
 
Action: Suspended
 
Violation: User Agreement Violation
 
Please be aware that repeated or serious violations of the rules may lead to more serious measures, which could include a temporary suspension or even permanent termination of the account. I’ve included links to the User Agreement and Rules of Conduct below for your reference. If you have additional questions, please let us know.
 
User Agreement: http://us.ncsoft.com/en/legal/user-agreements/wildstar-user-agreement.php
Rules of Conduct: http://us.ncsoft.com/en/legal/user-agreements/wildstar-rules-of-conduct.php
Pour voir ce message en français, cliquez sur ce lien : https://support.wildstar-online.com/entries/83901563
Um diesen Text in Deutsch zu sehen, folge bitte diesem Link: https://support.wildstar-online.com/entries/85063386
 
Thank you,
Agent Lopp
WildStar Support Team"
 
Here's the response from Saturday after I explained I couldn't possibly have violated anything due to circumstances:
 
"Hello Nicky,
 
Thank you for contacting us with your concerns regarding the security of this account. My review did not reveal any successful unauthorized attempt to gain access to this NC Account. Fortunately, the attempt was most likely thwarted by the account IP authentication feature.
 
However, if you have not recently attempted to access the NC account from a new location or you are certain the IP being authenticated is not yours, the account is not entirely safe because the account password is known to the attacker thus making the game account(s) vulnerable.
 
Please read and follow the directions below to secure the account.
 
1. Update the account’s password. (https://support.wildstar-online.com/entries/27064476-How-do-I-re-set-my-NC-Account-password)
2. Scan your computer for any malicious software that may be stealing your login information. For tips on how to secure your computer, go to https://support.wildstar-online.com/entries/72662588-Account-Security-FAQ
3. Review and consider utilizing the Two-Step Verification feature for the WildStar game account to increase the game account security. Plus, you’ll receive some additional perks for doing so! (https://support.wildstar-online.com/entries/53257786-Two-Step-Verification-Setting-Up-and-Rewards)
4. If you have a smartphone, I recommend using an email service that uses 2 step authentication as well to help protect your email account from being compromised.
By following these directions, you’ll increase the security of the NC and game accounts. If you have any additional questions, please let us know.
 
Regards,
 
Verminthrax Jones
WildStar Support Team"
 
There must be a better way to motivate stronger account security, don't you think so?	
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			So from what little info I see here, your account got hacked (I would figure) many months ago and never noticed/cared and you didn't tell them your account was hacked, rather, you tried to explain it as a "I couldn't have done anything ban-worthy"? I'm not entirely positive because of wording in any case.This may have been around the time of a few false positives occurring on their end during the bot removals after the first month. You should be asking what you were banned for and telling them you were neglecting the account around that time and it was most likely hacked or it might have been a mistake on their end, at least if I understand what's going on here. 	
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No, we're not banning or suspending accounts to make you get 2-step Verification. ;) That's pretty darn extreme, and I think we already offer some pretty good incentives to make sure you have it; XP boost and a free mount.It's fairly common practice for any online game that if there is a hijacked account (even one thwarted by IP verification) you get the user to input additional security measures. We care about making sure people's accounts are secure because getting your account cleaned out is never a fun experience for anybody.
As for the suspension, I'm afraid I can't really answer that one as I don't look into accounts myself. As suggested, it may have been the result of a "catch-all" error when we took action against a number of accounts just after launch (notably, stolen accounts used for botting etc) or something else entirely. I can always ask CS to take another look at it, but seeing as it got removed and you don't appear to have any further issues, I'm not sure it's necessary.	
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You said you got 3 emails, but only talk about one of them.  I'm guessing the account was suspended since you didn't respond to/take action because of any of the emails you got in July when this issue was going on.  They say there was an attempt made on your account, but it was thwarted.  BUT, I'm going to assume that since you didn't follow up on that when it happened, W*/Carbine/NCSoft decided to suspend the dormant account so that it couldn't be compromised again and used by the hacker.  Or has been stated, it got caught up in the mass clean up of bots and hacking that was going on around that time.  (and I'd like to point out, it took a LOT longer than just a few hours for people to get their stuff straightened at that time, so you really lucked out there, especially considering you did it over the weekend too)  
 
I really don't see anything in the small bit of information you've given to suggest that Carbine was doing this to you just to make you get 2-step.  They said there was an attempt made on your account, and they gave you suggestions to further secure your account.  If there hadn't been an attempt made, I'd see where you were coming from though :P	
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Hi!
 
I checked again and it was 2 e-mails back in July, they're identical and 20 seconds interval. and indeed, I didn't answer them which explains why the suspension continued right up until now. They're the ones that say: 
 
"Hello,
 
This message is being sent to notify you that a violation of the WildStar User Agreement and Rules of Conduct has occurred on your account. Due to this violation the following action was placed on the account:"
 
I'm gonna go with the assumption too that it was the catch-all error.
 
And yes, I'm playing now and no issue other than having no idea what the game is about :P
 
Thanks for the inputs!	
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			I hope you've changed you password to something longer and more complicated at least?	
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			Welcome back!	
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Yeah my new password is kinda strong, it's... hold on!! haha
 
Thank you Evade!	
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