There is a fellow toon that had a problem and sent an email to disney who replied to her and in the reply asked her for her "password" to her account. She responded telling them she was not going to give them her password because they should already have that information in their records (which is true). She had made a purchase from her catalogue of 2 items that came to over 1100 jellybeans. They took her jellybeans but she never received the items, she told disney that she either wanted the items or her jellybeans back. The next day she had gags missing. Like many of us we have a routine of having a full laff and fully gagged up before we go offline. She contacted disney again and they told her she had been online that morning, which wasn't the case at all. Yesterday she asked me to look out for her name because she was going offline. I stayed on an hour after she left and received an email from her this morning, more gags had been taken and jellybeans used. She took a screen shot of her gags before she went offline and a screen shot of them when she came back on, now another email along with proof to disney.

I'm curious to know if others have had similar problems like this. Like many of us she has more than one account because disney doesn't make things easier for families that love to play together. She's thinking about closing her account because of this. I've lost 2 toon friends already because of similar issues with disney which they refuse to try to resolve. Happily we did exchange email addresses so we still keep in touch. We work hard to build up our toons and relationships with s/f's along with paying good money to play with our families. What do you think about a toon rebellion????

Has she requested changing her password? Is one of her kids logging into that account and using the toons without her knowledge?

Just a thought....

Has she filed an actual bug report? Through this they can see what is happening to her stuff (they can see every move you made on that computer in TT - even the chat!). I did have a problem once where I went out of the gag shop and into a building, clicked on the gag and all of a sudden the entire gag track was missing (I had stocked up to work drop and 30 drops were suddenly missing). Only throuhg the bug report were they able to tell what happened. (I don't believe I got them back, though)

Good luck to your friend, I have heard of weird things happening. Screenshots and bug reports is all I can suggest.

Yes to everything that was asked. She did file several bug reports and their response was to close her account and to open up a new one and then put in a transfer request for her toons to be transferred to the new account. She changed her password and the only person who knows it (other than toontown) is her husband. Her son does not have access to the password so it's not him. She has actually been online and was booted off when this person signed into her account and tech support claims they can't help her. Sadly to say she is going to give toontown a rest for a while.

Sounds like she has a keylogger trojan in her computer. She might want to try scanning with a couple of virus scanners. If she changed her password and still got kicked off, this would be a definite possiblity.

See my post in this thread for programs that should catch it if there is one.

Thank you Breon for making this thread on my behalf. I am the toon having all this trouble. Breon explained it as well as she could with only seeing most of what I had to say in bits of SF chat on the game.

Here's the full story: (My initial but report to Disney)
I just spent 660 beans for two acting lessons (Dance and Bored) for Rub
A Dub Doggy (another toon on my account) from Skinny Zilly Fizzlehopper.
Afterward the purchase it didn't say "already owned" but it took my
beans. I tried one more time to buy 'Dance' and once again it took my
beans and gave no gift. I just wasted a whooole lot of beans for
nothing. I'd like to have my beans (1980) returned and the issue fixed.
*along with this report I filled in all the spaces above with my toon's name, account name and all the other jazz*

(Reply I got after report)
Dear Toontown Guest,

Thank you for your recent inquiry.

We are sorry you are having problems playing Toontown. Unfortunately,
based on the information provided, we are unable to diagnose the
problem.

Please reply to this e-mail with your member name, your password for
verification, and the name of the Toon experiencing this issue so that
we may further assist.

We look forward to seeing you in Disney's Toontown Online soon!

Thank You,

Allen
Disney's Toontown Online Member Services
*Remember, I DID put the names of the affected toons in the report AND the account name in a box above the report*

(My reply to them)
The account with which I had the problem is - *******. As for password, no
other company on Earth asks for your password so I'm not comfortable
providing that. If you're able to see my password that's scary enough in
itself. I have no problem telling you that **** are the last 4 digits of the
billing method. That should prove it's my account (we have 3 accounts in
this family, 2 on that billing method.)

As stated below the Toon experiencing the issue is Skinny Zilly
Fizzlehopper. I bought two Acting Lessons, Dance and Bored, for another toon
on the account, Rub A Dub Doggy. I clicked purchase and it did not say
'Already Purchased' so I tried to buy Dance again but it failed. I lost 1980
beans and got nothing in return.

Yes, my toon is a 'Big' toon so all the tasks I take are for more
jellybeans. I just don't think it's right that I bought emotions and was
charged (twice for one) and never got them. Last night I was able to
purchase the items for my little dog toon so that part has either been
addressed or fixed itself.


A few days after that is when I started having problems. It started at about 1pm on Friday someone logged into my account while I was on the 5th story of a Cashbot Bldg and of course, I got booted out. I figured it was a bug, but I changed my pw and went back online. There are 3 computers in this house, 4 people that knew the pw. (My son, in his room at the time; My mom - her computer was off and she was sitting next to me; my husband - his computer was disassembled downstairs with no RAM and he was at work.) Nothing had been changed inside my account so I figured all was well. Around 4pm they did it to me again. I started to get upset so I called Disney to see if they could tell me anything. They told me to change both PWs again as they couldn't see who was doing it to me. I left Breon telling her I was going out to dinner, and to please watch for my toon. After dinner I scanned for keyloggers, viruses, trojans - even did an online scan from Trend Micro to be sure I had a clean system. There's no way anyone got my pw from this computer. I left the game fully stocked with gags and laff before dinner. http://www.jennb823.com/bull.jpg This is what gags I came back online to find. I was so upset, yes, I cried. I made them mad telling them I wasn't giving them my PW and now they were going out of their way to prove they have it no matter how many times I change it.

I called Disney on Saturday afternoon. The person I talked to in billing spent a lot of time looking into what I had to say. He said in billing they can't see who logs into your account or anything more than just basic account services. As Breon said he was willing to give me a new account. The problem is the person who got my emails and bug reports is in the tech support office. I'm told it's an office of 6 employees. The problem with transferring my toons would be that I would have to submit a toon transfer request through the same office in which someone is messing with me. I have a 1 in 6 change of getting the same person (maybe Allen???) and them still messing with me on a new account. I am not a paranoid person. I'm not even unrealistic. I checked for every other possibility before I called and made such a wacky accusation. I just think it's not worth my time playing. I'll just go back to Neopets where I came from...

(Update: This morning I got this mail from Disney)
Dear Toontown Guest,

Thank you for your report.

We had some trouble with the Toontown Delivery system on the day you
made you purchases. Unfortunately, your gifts were lost. We apologize
for this occurrence. Your Jellybean bank has been filled to compensate
you for the inconvenience.

We look forward to seeing you in Disney's Toontown Online soon!

Thank You,

Allen
Disney's Toontown Online Member Services
*This was replied directly to my *first* bug report*

Thanks for reading and sorry for the loooooong post.

You must supply your password. They cannot get it from their records incase you are not the owner of the account. The password is for verification. I believe your problem is you gave out your password absent mindedly to someone else, someone knows you well enough to guess your password, or you have a keylogger.

But when you file a bug report you must be logged in, right? I don't get why they would ask you for your password again.

If you don't have to be logged in to file a report, then maybe....I would still rather do it through live chat or on the phone so I could ask why they need it.

Well for one... I can't have absent mindedly given out a password I just made up a few hours before. I'm not a child. I'm also not here for your sympathy, I was clarifying what was already posted. I do *not* have a keylogger as I followed all steps on geekstogo.com for malware detection and removal.

As for a bug report, if you go the page where you can submit one, there's a place where you put in your account name but it's optional. I did supply it so it goes to show they pay no attention to what I actually submit.

I made them mad because I refused to supply my password. They spent all Friday 'showing me.' They can show me and keep it. I'm done with this game. It's their $30.00 loss because I'll cancel all 3 accounts we have here.

Lady Z, they ask for your password again incase you leave TT homepage open and someone else accesses the computer you were on whilst you were still logged in.

They still would have any info they needed from the bug report. They log every move made on your account fromthat computer, which is why it's important that you file an official bug report rather than just telling them what happened. I can see NO reason they would have needed her password in the first place.

I do think them asking for her password was odd.... I don't think I had to give it to them to do my live chat....I was already logged into my account. Plus they can send you your password if you forget it so they have it on file.

What I do not believe is that these cast members have nothing better to do than log into someone elses account to "teach a lesson". Sorry just my opinion.

BTW. The picture you posted is the same gag selection that shows when a developer or tech support person logs onto your toon. I have had to have them troubleshoot a couple toons for missing laffpoints, and they will log onto your toon to do this, as they can pull it up in a different way than you and I can. This gag selection will show up regardless of what gags you had on your toon prior to their logging in.

I don't think your password has been hijacked or something as sinister as that. I know that when I was online and they signed onto check my toon out I was a bit freaked, but I was assured by a few friends then that this is what happens and that is the gag selection you will see to "know" that a toontown person was on your account. They should have been able to tell you that, but maybe not into the area where you called.

You don't have to give it to them in live chat becuase you're already signed in. When I did live chat, he had me pause and do a bug report right then so he could check out what was going on. I suggest you get on live chat and talk to them about it. Don't tell them about how your gags looked - let them tell you if that really is what happened.

I've had missing gags and jellybeans before too! It's only happened a few times and I was just thinking that maybe I forgot to refill or something. I guess it was someone that hacked into my account or something. I think I'll change my password!

Missing JB's and gags does not mean that you have been hacked. 90% of the time it means that TT didn't record you final minutes you were signed on. As all of us know it seems TT has been sloooooow lately and I have had this happen on numerous occasions. Also, I have popped into a completely different playground than the one I was in when I signed out.

The disappearing purchases hit me also but I didn't file a bug report. I made my way to the busy district and jumped for JB's.

That gives LadyZ something to complain about by me taking up a useless slot in that district

PS - LadyZ what happened to Quigley? He disappeared off of my list!

I think I hadn't seen that toon in so long I forgot who you were! Sorry Now, get out of that busy district! lol

Ok for all the sceptics out there, another site also has reports on it's forum about this same issue of accounts being gotten into and missing gags. I have been doing some investigation and came across 2 other toons with this same issue one just recently like Jenn. There is no reason for Disney to ask for a password when you are logged into your account already. There is no reason for them to as you for your password at all. They have our credit card info, home address, telephone numbers and email addresses. If they need to verify who we are they can and should contact us in the various ways that are available. It's time that Disney stopped jerking us around.

Why the anger, Bredee? I have no doubt that there are MANY others with this same issue (including a few on THIS forum, in case you didn't read through the thread ), especially after reading the explanations given here. All of those explanations make sense. More sense than Disney employees "teaching a lesson" - while that certainly is possible, it seems a lot more farfetched than the explanations given. This does not make me skeptical of your friend's story or those of anyone on other boards - it just means I can see a situation, try to think of a more reasonable explanation, and consider those already given before making harsh accusations.

If your friend contacts them via Live Chat and gets an answer to why they needed her password, I would be interested in knowing what they have to say. Otherwise, while I agree it doesn't seem they would need the password again, I don't see any reason to vilify them. If your friend is unwilling to do this - I have to wonder why? We really have no way of knowing if they really have a reason to ask for her password or what that reason might be, without asking them directly.

By the way - we are told for safety's sake never to give out our password or other personal info to people who contact us and ask for it. Your friend contacted them, not the other way around. Since they have access to her password anyway, I have to wonder why she is so adamantly against giving it to them now? The more I think about this, the more it seems just a misunderstanding on someone's part.

You don't have to be logged into your Toontown account on Toontown.com to get into the Live Chat. They have asked for my password each and everytime I've went in there, and I've given it, because I know they have no way of knowing who I am unless I give them that information, the live chat and login cookie on toontown.com are seperate entities and they have no way of verifiying you are logged in or not, hence the need to ask for your information. Same with email correspondence, anyone can forge an email address.

Also, if you go in and make a report, sometimes even if it's just a bug report they will log into your account to check things out, that's what you asked for after all.

Posting a picture of Live Chat without being logged in: