Guild Wars 2

I am sure I am one of many people who’s account’s have been hacked, and lost a tremendous amount of values. I myself lost
78 mystic coins
250 mithril ore
240 mithril ingots
160 orichialchum
50+ steel
50+ iron
2 100% explorable token’s
two plus gold
among many other thing’s stolen.

When I made a ticket about my account being hacked and asked if something could be done, i was told that my stuff could not be returned to me because they do not have a system in place. Then i asked what about in the future, they proceeded to say that even if they have a system in place in the future there is no telling if they can get my stuff back. Then I asked them to keep people in mind in the future when they implement the system so we can get our stuff back.

I also then continued to look at another thread of a person explaining his account got hacked, and merely got told to “move on”, and to forget about what happened. as a person who has spent over 200+ hour’s playing to get their stuff, I can say that is a major insult to your customer. So I feel I am not helping myself get my legendary I am helping some dirt bag with his gold farming, or to gear himself out, and Arena Net see’s no problem with people taking advantage of in this way.

some examples

Hello ANet. I wanted to stop by and post my concern with the game. I haven’t had my account hacked yet but about six people in my guild have. After being hacked they contacted customer support via phone and were told pretty much they are out of luck. This response caused them to quit the game and to be honest I don’t blame them. They spent numerous hours farming out gear and items. I have begged and pleaded for them to stay with no luck. So basically I am losing everyone I had to play with, causing me to think about leaving the game as well. Does ANet have any rollback system coming in the NEAR future? I want to try to get my guild members back. Thank you for any feedback.(customer)

How did they contact Customer Support by phone, when we do not offer phone support? That’s a mystery to me!

We will have account restorations in the future, for compromised accounts. They will not be used to undo an accidental item deletion or to offer a do-over for a purchase. Accounts will be reviewed and must meet certain requirements in order to be restored.(Arena Net)

I am sorry, but I cannot give you a timeframe for the implementation of account restorations. I do believe it will be relatively soon, though.

got a login attempt the other night from someone in china.
i am changing all my passwords when i get back, is there anything i can do to prevent this? it looks like if they got ur account + email its gg instantly. is there no othdr security measures to take?(customer)

no idea was suggested by support

Any news on when the Account Rollback system will be in place?

It’s been 2 weeks since I was hacked and still unable play for fear of losing any current progress on my account.(customer)

We do not have a date for that, yet. If you are concerned about loss of progress, you should wait. Frankly I think I’d move on, but the choice is yours. We’ll try to update soon on this service. (Arena Net)

The problem with the suggestion about “moving on” is that, when a hacker takes as much as some players lost with no repercussions to said hacker, it’s so demoralizing and infuriating that many people would “move on” to another game. A system to assist players in their recovery from hackers (even if being hacked is “their fault”) would go a long way toward retaining those players. (customer)

I think it would go a long way to remediate the problem and help people “move on” as you so quaintly put it, if Arena Net were willing to at least refund the gems (read: Real Money) that people had fraudulently stolen from their accounts by said hackers (read: Criminal low life).

I think it would go along way in restoring a fair share of consumer confidence in Arenanet (Read: You) if you were willing to meet people half way.

I find the lack of information on a time frame for the roll backs to be disheartening to say the least and I find the sly underhanded way of slipping the unhelpful advice to “move on” to be distasteful and inconsistent with the otherwise good treatment of the community you have offered Gaile.

It seems as though the internal sentiments among A-net staffers is “You got hacked? Too bad get over it.” I think if you were to realize that some people invested hundreds of dollars into Gems and in turn when hacked, they did not just loose their time but also the money they had thus far invested in the game. I think it likely if something is not done soon a lot of those who did loose to large a chunk will move on, but it will likely be to another game.

I want to state that I myself was not hacked although a good friend of mine was, I want you to know that my perspective is from that of a long term fan of Arena Net, Mike O’Brien and Patrick Wyatt as well Jeff Strain and have been a staunch supporter of this company since it’s before Guild Wars was subtitled Prophecies.

I am sorry if the tone of this letter comes across as harsh I just want you to think carefully before you address your fans, and know who you are addressing. I wish you the best of luck in your position and I want you to know I think you are quite well spoken and generally you come across as caring and genuine. (customer)

This is our time, our money, and our game. LISTEN TO YOUR CUSTOMER ARENA NET. This hacking nonsense has to stop and people have to be compensated, it is extremely strange for an MMO not to have a roll back instituted in the first day of launch and begs the question do you care? do you care enough about your customer’s to refund them for their game obviously yes with the refund section. but what about their time. 70 dollar’s isn’t a sufficient refund for what was lost, I want my stuff back and so does everyone else!

I’m really surprised they don’t have a roll back service yet. When my GW1 was hacked, they told me they would offer that in the future too, and that was a couple of years ago. =(

This is really sad. I very much expected better from ArenaNet. Even if there is no rollback service, they should at least offer something to these “hacked” people.

Summers.1465:

I am sure I am one of many people who’s account’s have been hacked, and lost a tremendous amount of values. I myself lost
78 mystic coins
250 mithril ore
240 mithril ingots
160 orichialchum
50+ steel
50+ iron
2 100% explorable token’s
two plus gold
among many other thing’s stolen.

When I made a ticket about my account being hacked and asked if something could be done, i was told that my stuff could not be returned to me because they do not have a system in place. Then i asked what about in the future, they proceeded to say that even if they have a system in place in the future there is no telling if they can get my stuff back. Then I asked them to keep people in mind in the future when they implement the system so we can get our stuff back.

I also then continued to look at another thread of a person explaining his account got hacked, and merely got told to “move on”, and to forget about what happened. as a person who has spent over 200+ hour’s playing to get their stuff, I can say that is a major insult to your customer. So I feel I am not helping myself get my legendary I am helping some dirt bag with his gold farming, or to gear himself out, and Arena Net see’s no problem with people taking advantage of in this way.

Bro listen. How many mmo’s that are of this quality are free? I mean I get the frustration of any loss naturally, I sent a ticket in last week because I bought 10.00 of gems and exchanged for gold to work on crafting and a glitch on TP cost me like 60 silver. Was I frustrated? Sure. But it is a game. One of your posts talks about you spending your money for it. Yes, you bought it and it’s yours. So being yours you can now choose to play it or let this stop you. Totally your decision, but as frustrating as this situation is, what was required of you to pay to play it is just that initial 60 us dollar fee. Any other money you spent was your choice to spend.

Liberis.9573:

teh g.6258:

This is really sad. I very much expected better from ArenaNet. Even if there is no rollback service, they should at least offer something to these “hacked” people.

If they did, the economy would suffer. They cannot just generate money/items/gems to give to players.

the economy already suffers from the bots and from anets own overpricing of services and goods that drive people to buy gold from these ahole farmers…….sorry but if they returned what people lost, it wouldnt cause any more harm then is already happening due to botting and gold selling/buying…….the very things that likely caused this fellows account and many other peoples to get hacked in the first place.

[two-factor authentication]
https://forum-en.gw2archive.eu/forum/info/news/Beta-Feature-Mobile-Two-Factor-Authentication/first#post398418

Do you have any idea how they hacked you?
Backdoor keylogger on your system?
Insecure WiFi?
Sharing account?

They would have accessed your email account too, because you can’t login from a different location without getting that prompt.

Sorry that you got hacked though, I feel bad for you.

if you read what they said about how most people get hacked, its not weak passwords or key loggers, its mostly from other sites the persons part of having their account databases compromised.

it sucks but, it is what it is…..

if you want a very anoying but effective hacking counter check out requiem’s system with a pin number you have to click in on a randomized keypad……talk about anoying…..