Issues of hacked accounts are very serious, and we do have guidelines to address this issue. Unfortunately while we understand the distress that hacked accounts cause our players, we cannot replace lost items or statistics for players as a result of account hacks or immediately ban player's accounts that are the alleged suspects. The reason behind this is that Origin cannot monitor the actions of our players or on systems outside of our game, and unless the credentials are divulged willingly, they cannot be obtained solely by using the Ultima Online client.
As part of the online industry, we are certainly interested in controlling hacked accounts as much as possible. If you wish to take litigious action against the hacker, we recommend you contact your local District Attorney, or your local police department's computer crimes division. If an official investigation ensues, the details for release of pertinent information may then be discussed. We will assist a formal investigation to the fullest extent of our capacity.
If your account security has been breached in some way, it is imperative that you check your system for trojan servers. A trojan is a program that allows someone remote access to your PC.
If you are using Anti-Virus software, update it to the latest version and run a complete system scan. If you do not have AV software, or if you want to be doubly precautious, The Cleaner, available from Moosoft, is designed to detect and remove many of the multitudes of trojans that are in circulation.
You may also want to go to www.download.com, search for "trojan", and try a couple of the other trojan removers that you can find there. Using multiple utilities is wise because one may find a trojan that another missed. You should also view our Security FAQ on maintaining account security.
Please be aware that if your account information was gained through the use of a trojan, not only your UO files, but all of the data that resides in the PC is susceptible. Trojans also allow keystrokes to be monitored, so if you change your password before removing the program, your account could still be in jeapardy.
If you are certain that your PC is secure, go to http://ultima-registration.com and change the password to your account. If you are unable to do so because it seems to have already been changed (usually by the hacker), you still have recourse.
For more information on hacked accounts, please click here.
You may also contact our Billing department to reactivate your account, if the account was blocked at your request by a Game Master to protect your account from being accessed further by the hacker.
