Better Account Recovery is needed

Better Account Recovery is needed

in Suggestions

Posted by: harbinger.2698

harbinger.2698

I’ve posted this sentiment elsewhere, but I’ve been directed by support to place my suggestion in this forum. So, here it is. Long story short:

Despite having a very strong password and taking all the necessary precautions I thought were appropriate, my account was hacked, they stole everything I had. I still have no idea how it happened, but suffice to say, it did.

This sort of thing apparently is somewhat common for MMO games and most companies have a strategy to handle this situation when it occurs.

When I contacted ANet support about my situation, I was told I could absolutely roll my account back to a previous date. Great, problem solved, right? Problem is, they can only roll me back to 2/19/13….losing almost 2 full months of progress.

Basically, their strategy to deal with this issue would cause me to lose almost as much gold/mats/etc. as what the thief stole, not to mention I’d lose all leveling, map completion, XP, AP, etc. progress

I love the game. It’s the best MMO I’ve ever played….except for this. Arena Net is wildly out of sync with the type of support their direct competition offers in these situations and that’s left me with a very bad taste in my mouth and makes me rethink spending my time, real money and energies into a game where I’m left virtually unprotected with no failsafe in case the worst happens.

Anyway, I was told to post this where the developers might get a chance to consider what I feel is a completely inadequate strategy and level of support to deal with these situations.

Better Account Recovery is needed

in Suggestions

Posted by: harbinger.2698

harbinger.2698

In the way of an update, I’ve heard from others where this occurred and they were able to roll back to within a few days of when the account was compromised. This leads me to ask the question of whether I’ve gotten bad information and I can be restored to a much more reasonable date or whether I’m the glitch in the system and most people can be backed up in a reasonable time or this is just the new level of support ANet provides. Even if I can’t be restored to within some days from when my account was hacked I’d still like to understand the situation better.

Better Account Recovery is needed

in Suggestions

Posted by: Astral Projections.7320

Astral Projections.7320

TWO MONTHS? That sounds a little strange. I thought it was a few days, that they took “account snapshots” every few days. Did you put a question in the forum Account Issues, with a ticket number? At least try to get an answer from there if you haven’t.

Better Account Recovery is needed

in Suggestions

Posted by: Afya.5842

Afya.5842

Wow, there’s probably something wrong on their side because in GW1, they rerolled my account to like the previous week or so. In GW2 I think they’re using the same system implemented in GW1 (the first few years they can’t even roll back single account!) so it should be worse.