Hypixel Studios retweetledi
Hey everyone, we want to share an update on support and account security.
First, we know that support response times haven't been where they should be. The response to launch was massive and far exceeded what we anticipated, which meant our existing support workflows and tooling weren't built to handle that kind of volume.
Over the last month, we've invested heavily in new tooling and processes to meet the demand, and our support team is now equipped to action requests much faster. We're actively working through the backlog, so if you're still waiting to hear back from us, we haven't forgotten about you, your ticket is in the queue and we're on it.
On account security specifically, we've been investigating reports of compromised accounts and in the vast majority of cases, we were able to identify the cause: It has been other malicious software that was installed unknowingly by the player.
Please be mindful of what you install and run on your device. We'd also strongly encourage everyone to enable authenticator based multi-factor authentication on your account for an extra layer of protection, even if your password is compromised, MFA can help keep your account safe.
We recommend using an SSO sign in (Google, Discord, etc) and authenticator based MFA, this will give your account a higher level of security. This also allows you to disable password authentication on your account. If you must use email + password, make sure your Hytale account has a strong and unique password that you're not using anywhere else.
Password reuse is one of the most common ways accounts get compromised across services. Just as importantly, avoid passwords that are minor variations of ones you use elsewhere. These patterns are easy to guess once one version is known, a password manager is a great way to generate and store truly unique passwords for each service without having to remember them all.
Thank you for bearing with us and we'll keep you posted as things continue to improve.
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