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Support ticket about a hacking situation didn't get a reply in 3 weeks, is that normal or did I file the ticket wrong and missed the reply? (ID: 376389)

A topic by Miss Mystie created 22 days ago Views: 140 Replies: 3

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Hi. I have contacted support 3 weeks ago about an urgent situation (my coworker had her email address and Itch account hacked), ticket ID 376389, but I haven't gotten any replies besides the automated Request Received email. I was told by a moderator two weeks ago that admins were notified about the ticket, but I haven't received anything since, so I'm not sure if I did something wrong in how I sent the ticket, or if there's a portal to check for replies? I have been replying to the automated "Request Received" email to add information like it says to do. The reply delay mentions typically 1-3 days, so I'm not sure if I just sent the ticket wrong or if there's a specific page to check for replies that I missed? Or if maybe a reply was sent and I just didn't receive it (I checked my Junk folder). I don't see the original support email I sent in the email chain under the Request Received, only the follow ups I sent, so I don't know if that has anything to with it and I should maybe make a new ticket at this point?

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redonihunter22 days ago

Why would you get a reply about the situation on another account that is not your's?

There is no page connected to support requests. And whereever you read a 1-3 typical day response time, that is outdated. Itch takes a lot longer for most requests. If the account in question is not actively spreading malware, there is no need to hurry and besides, your coworker needs to contact Itch. Not you.

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leafoAdmin22 days ago (1 edit)

The account owner must contact us. If something about their account has changed that prevents them from contacting us with the email address that owns the account, then they will need to provide evidence to prove ownership.

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Miss Mystie22 days ago (4 edits)

The account owner's email was hacked, she lost her email account, that's why we're contacting you using mine, because we have a LOT of projects where we're both admins. Our current primary project is developped with just the two of us. We have provided ample proof of ownership in the ticket. A full explanation and tons of screenshots of the whole situation, the hacker contacting her through Discord, her hacked Linkedin contacting people to try to get them to download malware from her Itch that we reported, proof of us working with a Canadian non-profit that has warned people about the hacking as well as their email to contact them directly, screenshots of the repositories of our games, people that have also worked with her and are admins/collaborators on games she's worked on that can back up everything we explained, we own a Discord server where we have been posting about our Itch projects for weeks (she has recovered her Discord account), etc. and we can provide any extra proof of ownership necessary. The account is even currently suspended because of the malware the hacker was distributing, which happened about a week after we originally contacted support and explained the situation. Her original email is completely lost, the hacker has full possession of it, so we can't contact support with it. She has contacted support with her new email with ID 382456.

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