We recently became aware that an unauthorized third party illegally accessed the credentials of one of our vendors to use the help desk platform that 2K uses to provide support to our customers.
Notification FAQs:
- I received an email stating that my personal data was put up for sale. What does this mean?
An unauthorized third party illegally accessed the credentials of one of our vendors to the help desk platform that 2K uses to provide support to our customers. There is no indication that any of your financial information or password(s) held on our systems were compromised.
- What type of information was impacted?
The unauthorized third-party accessed and copied some personal data that was recorded about you when you contacted us for support, including the name you gave and email you used when you contacted the helpdesk as well as your helpdesk ID number. The unauthorized third-party may also have accessed the content of the help desk inquiry, user language, time zone, gamertag, console details and IP address. There is no indication that any of your financial information or password(s) held on our systems were compromised.
- Was any financial information taken?
We do not believe the unauthorized third-party accessed or copied the financial information of any of our players.
- Is my gamertag/online gaming account/etc. safe?
We do not believe the unauthorized third-party accessed or copied the account information of any of our players. However, we recommend that you look out for suspicious activity across your accounts and be vigilant for unauthorized third parties trying to leverage the incident to harm you.
- Are my in-game assets safe?
Yes. This incident did not impact in-game assets.
- Are my passwords secure?
For users who clicked on the malicious link, we recommend resetting all online passwords and restarting your devices. However, we do not believe that the unauthorized third-party had access to any user passwords on our systems.
- How do I know if I received an email with the malicious link?
We contacted all those who were sent malicious links directly. If you did not receive such a communication from us, then our records do not indicate that you received the malicious link. We have reported the incident to appropriate data protection authorities.
- Is your support portal back online?
Yes, our support portal is back online and is safe to interact with. However, we still recommend remaining vigilant around online communications across all platforms.
- Should I trust emails from 2K?
Yes, our emails are once again secure. However, we still recommend remaining vigilant around online communications across all platforms.
Incident FAQs:
- I clicked on the link, now what?
If you received and interacted with the email, we recommend restarting your computer immediately and employing cybersecurity best practices, resetting all your passwords, using multi-factor authentication (MFA) where available, and using updated anti-virus software. Please refer to our post for additional guidance: link
- Is my personal data impacted because I clicked on the link?
Following further investigation, we discovered that the unauthorized third party gained access to, and a copy of, a limited volume of your personal data held in 2K’s helpdesk system and made it available for sale. We want to emphasize at the outset that keeping personal data safe and secure is very important to us, and we deeply regret that this has happened.
- What if I received the email but did not click on the link?
We’d advise deleting the email from your inbox. However, if you did not click on the link, there should be no risk to your system.
- I clicked on the link, have I been hacked?
If you interacted with the email there is a possibility of credential theft by the program. We recommend restarting your computer immediately and using cybersecurity best practices, resetting all your passwords, using MFA where available, and using updated anti-virus software. Please refer to our post for additional guidance: [link]
- Are my other online accounts unrelated to 2K safe if I clicked the link?
We recommend restarting your computer immediately and employing cybersecurity best practices, resetting your passwords across your online accounts, and using multi-factor authentication (MFA) where available. Please see our post for additional guidance: link
- Is my computer secure after clicking the link?
If you received and interacted with the email, we recommend restarting your computer immediately and employing cybersecurity best practices and resetting all your passwords, and using multi-factor authentication (MFA) where available. Please refer to our post for additional guidance: link
- Are the other games related to my account secure/safe to play?
If you received and interacted with the email, we recommend restarting your computer immediately and employing cybersecurity best practices, resetting all your passwords, and using multi-factor authentication (MFA) where available. Please refer to our post for additional guidance: link
- Is this a legitimate account?
While the account is legitimate, the email was not sent by an authorized user. Please refer to our post for additional information.
- I also have a Rockstar account. Does the email from 2K impact that account?
If you received and interacted with the email, we recommend restarting your computer immediately and employing cybersecurity best practices, resetting all your passwords, and using multi-factor authentication (MFA) where available. Please refer to our post for additional guidance: link
- I’ve made a request with your support team via email, but no one has contacted me, what do I do?
Our email support service has been restored and we are currently working to address support tickets as we normally would.
- Will clicking on this link impact my in-game currency/assets/etc.”
If you received and interacted with the email, we recommend restarting your computer immediately and employing cybersecurity best practices, resetting all your passwords, and using multi-factor authentication (MFA) where available. Please refer to our post for additional guidance: link
- Is it safe to continue regular gameplay?
At this time, we do not anticipate that this incident will cause any disruption to our entertainment services. You can continue to play our games as normal.
- How do you know restarting my computer will work?
Based on additional investigative work and testing from our team, we believe power off and powering on your device will provide additional protection from the malware.
- Why didn’t you tell us to restart my computer immediately upon discovering this unauthorized activity?
This measure is based on additional investigative work and testing from our team, which we have been conducting since discovering this incident.
- Did the unauthorized party also post user passwords?
At this time, we have no evidence any 2K account passwords were compromised or included in this unauthorized posting, nor has the unauthorized third party claimed to have obtained any passwords. However, out of an abundance of caution, we encourage all of our players to secure their accounts by resetting passwords and enabling multi-factor authentication if they have not already done so.
- What should I do to secure my 2K account?
Out of an abundance of caution, we encourage all of our players to secure their 2K accounts by resetting passwords and enabling multi-factor authentication if they have not already done so.
- Can I continue using my 2K account as normal?
Yes, but out of an abundance of caution, we encourage all of our players to secure their 2K accounts by resetting passwords and enabling multi-factor authentication if they have not already done so.