account hacked
There is nothing you can do by posting here. Posting on behalf of someone will not solve the problem. Support will not discuss account issues with anyone but the account owner. Your friend will have to maintain his dialog with support if they wish to recover their hacked account.
The Burninator
(edited by JustTrogdor.7892)
First, use punctuation.
Second, post in the tickets for review thread.
https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-7-days-older/page/52#post4988456
Nobody on the forums can help him, your only recourse is customer support.
scionicdeath.4513 his gw2 and gw1 account has been hacked for 34 days now. This is the second time it gotten hacked but gw2 didn’t want to change the email address the first time. Now it got hacked for the second time. They are now just sending the same repetitive shortcut to the account recovery. When he states that the account recovery is not allowing him to reset his password and is also asking why is it not allowing him to change the password when he is correctly typing all that he needs, and is now asking for help or why he cant, all he has been getting is, “we are looking into the account or the shortcut to the account recovery” and nothing other then that to be done to the account.
[Meanwhile] someone is playing on his gw1 account or just selling off all his stuff. Why is it taking so long for guild wars support to do something to help him get his accounts back since he is typing in all the right things?
He sent me a copy of all the support tickets he wrote and he even gave me the password he used to use. He also gave me the serial for my to try my self email address and character name and I cant even change the password to his account. What is going on with that? I am his sister. I guess support just don’t understand or don’t know what or how to handle it.
So, it appears his Guild Wars 1 and his Guild Wars 2 accounts have been hacked? Or is it only his Guild Wars 1 account. Your account of what happened doesn’t make that clear.
If it was his Guild Wars 1 account that was hacked, he needs to be talking to Guild Wars 1 support. That game is on maintainence and support is minimal. It could take months.
Did he do a security sweep of his computer? If the hacker got into his mail he could be intercepting the emails to support and sending him that password change link. He needs to do a full security sweep if he hasn’t already done so and change the password on his email afterwards.
Be careful what you ask for
ANet may give it to you.
ANet may give it to you.
(edited by Just a flesh wound.3589)
scionicdeath.4513 his gw2 and gw1 account has been hacked for 34 days now. This is the second time it gotten hacked but gw2 didn’t want to change the email address the first time. Now it got hacked for the second time. They are now just sending the same repetitive shortcut to the account recovery. When he states that the account recovery is not allowing him to reset his password and is also asking why is it not allowing him to change the password when he is correctly typing all that he needs, and is now asking for help or why he cant, all he has been getting is, “we are looking into the account or the shortcut to the account recovery” and nothing other then that to be done to the account.
[Meanwhile] someone is playing on his gw1 account or just selling off all his stuff. Why is it taking so long for guild wars support to do something to help him get his accounts back since he is typing in all the right things?
He sent me a copy of all the support tickets he wrote and he even gave me the password he used to use. He also gave me the serial for my to try my self email address and character name and I cant even change the password to his account. What is going on with that? I am his sister. I guess support just don’t understand or don’t know what or how to handle it.
So, it appears his Guild Wars 1 and his Guild Wars 2 accounts have been hacked? Or is it only his Guild Wars 1 account. Your account of what happened doesn’t make that clear.
If it was his Guild Wars 1 account that was hacked, he needs to be talking to Guild Wars 1 support. That game is on maintainence and support is minimal. It could take months.
Did he do a security sweep of his computer? If the hacker got into his mail he could be intercepting the emails to support and sending him that password change link. He needs to do a full security sweep if he hasn’t already done so and change the password on his email afterwards.
Guild Wars 1 and 2 use the same loging and password if linked. Makes no difference which got hacked since the other will be affected aswell.
If you get hacked this soon a second time, you really should:
- scan your computer for troyans, viruses, etc
- redesign how you make up passwords
- create a new secure email address. I doubt he was denied changing the email, probably was just to lazy to change it
- reases which websites you go to and where you leave personal information
- get the mobile authenticator! (I would have gotten this 0.0001 seconds after the first hack)
The reason he might not be able to change the email after the 2nd hack is very likely since some where a lot of red flags went up. Who is to tell he is the true account holder. Keep talking to support and hope they fix the problem. Then getting kitten safer and protect your account.
Did he fall for a phishing scam, by the way? One of those “Your GW2 account will be suspended or partially limited, go to this page and fill out a request form to prevent this” messages you get through in-game mail?
It’s always a good idea to watch out for trojans, but people tend to forget just how effective social engineering is.