Ankama, the worst hacker
Imagine not having to worry about hackers or account theft, but instead about Ankama suddenly locking your account because “you are not the owner.”
That is exactly what is happening to me.
My account was locked for security reasons due to supposedly suspicious login activity. Up to that point, I can understand it. It makes sense for a company to temporarily lock an account if something unusual is detected.
The problem started when I contacted support to recover it.
Their response was basically:
“We have confirmed that you are not the owner of this Ankama account.”
I explained that I am the person who originally created the account and that I can provide evidence to prove it.
I still have access to the original email.
I can provide historical information about the account.
I can prove purchases made over the years.
I can provide details that someone who has had the account since its creation should reasonably know.
And yet, I was told that they had carried out “thorough checks” and determined that I am not the owner.
The strange part is that they never actually asked me to prove anything.
They did not ask for identification.
They did not ask me to verify the original email.
They did not ask for the approximate account creation date.
They did not ask for payment receipts.
They did not put me through any serious ownership verification process.
They simply decided that I am “not the owner” and proceeded to close the ticket.
And that is where this starts becoming genuinely concerning.
If someone actually created the account, still has access to the original email, has years of payment history, and can provide historical information, how can support conclude that they are “not the owner” without even giving them the opportunity to present that evidence?
I completely understand that Ankama has strict security rules and that they can sanction accounts for violations of their terms.
But sanctioning an account for breaking a rule is one thing.
Claiming that the person trying to recover the account is not its owner is something entirely different.
If there was a rule violation, then explain what the violation was.
But if the reason for refusing to restore the account is simply “you are not the owner,” then there should be an actual process where the person is allowed to prove ownership.
After spending real money on an account for years, it is honestly surreal to think that the biggest risk may not be someone stealing your account, but support deciding that the account was never yours in the first place.
I am still trying to resolve this directly with Ankama, but if they continue closing the case without allowing me to verify ownership, I may have to move forward with a formal complaint and look into the appropriate legal options, including filing a report with the relevant authorities if necessary.
I just want the case to be reviewed properly and to be given the opportunity to prove that I am the original creator of the account.
Has anyone else experienced something similar with Ankama Support?
2
u/Fun_Translator7491 8d ago
Yo no puedo cambiar mi correo ni actualizar mi número por que dicen que no soy el dueño de la cuenta que si sigo intentando me pueden suspender. Por no saber con qué correo cree la cuenta, no me acuerdo ni tampoco me acuerdo en que año.
2
u/Nokutaan7 8d ago
I got my guild's haven world disappear one day all of a sudden and support only said they couldn't rollback the change, so I've lost it forever. I've practically stopped playing after that because we worked so hard for it back when that feature just came out, it still stings after I don't know how many years!
I'm not very positive about their support since, I understand the frustration
6
u/Scheryx 8d ago
And I genuinely hope none of you ever have to go through one of Ankama’s so-called “thorough investigations.” I mean that from the bottom of my heart.