My own account shows “log-ins” from Texas on the exact IP address that Smitz sees:
64.25.32.69
On my account, it was that exact IP address last week. It’s that same IP address today.
That is us.
I cannot say things like “Meh, just ignore Texas on your list.” But as posted by Caro, no authentication request came through, no changes were made to the account or password, and yet I was “logged in.” We know that forum access can present our IP. So that “access” might be assumed to be benign.
Again, no blanket acceptance, but if your account management page (security tab) shows that exact IP, I personally would not be alarmed.
I need to say that the team makes it very clear that if you pursue a refund, your account will be permanently closed. I’m sorry for your disappointment, but refunds are costly to any business, and re-enabling an account is not a prudent move on our part.
The team will definitely look into this for you, as we don’t want anyone to pay for something that he or she cannot use. Perhaps a new account is the way you can go; they’ll investigate that for you.
Please give time to answer, as the tickets volume is high.
We made a fix to the endless-combat-music bug that was plaguing just about everyone who got into heavy combat a few months back. But that doesn’t mean that our fix was entirely comprehensive! It seems like some of you are still hitting this, or something like it. The design of the system is to ensure that combat music goes away once the intensity of your combat begins to wind down and doesn’t come back until you get into the thick of it again.
As it is now, this is not a very easy bug to reproduce. Please take a moment and list out your reproduction steps so that we can look into it and do what we can to solve what problems we find.
Call me crazy, but I do believe some info about the next update, even if it’s just “hey, we’ll give you a potato in 4 weeks” would calm down the people impatience… such is the gw2 community hunger.
While we’d love to give you a time and date of when we’re sending out the potato, remember that during the development process we may discover that a baked potato would be even better. So instead of getting the potato of your dreams you end up with something completely unexpected.
It often happens that a mashed potato with gravy is even better still, unfortunately gravy requires more dev time. So we end up shipping a mashed potato without gravy to meet our promise of ship time or we push back the time and date of when we are shipping again and again. You get your mashed potato with gravy but it is delivered much later than it was expected.
Worst of all that is when we realize that potatoes are way too mainstream and that yams are where it’s at now. And I think we all know how reactions seem to go when we ship yams instead of potatoes.
So in a lot of cases the best we can do is tell you that we are still in the kitchen cooking things up, we’re reading your feedback, and that we’re excited to get the meal out to you soon™.
i got everything back to normal i got all my items and gold i switch my mail to a new one and i hope i will never got hacked again… ty ArenaNet for helping
i got everything back to normal i got all my items and gold i switch my mail to a new one and i hope i will never got hacked again… ty ArenaNet for helping
Guys use the mobile authenticator …
regards
good for you.. couple of hours more its 2 days time after sending my ticket, really hope to get some good news from them, every single hour I’ve been refreshing my email praying for a mail to come from arenanet bout my account recovery ><
oh Balthazar please grant me your mercy
The team is working on tickets as quickly as possible. I feel sure you’ll be helped very soon.
No, sorry. If it’s lost then it’s gone. It’s not absolutely necessary however. They can use other information to prove ownership.
While the above is true, and certainly I don’t intend to be alarming, but if you had the e-mail and now cannot find it, it’s at least remotely possible that your e-mail account has been compromised and that a would-be hacker has deleted the e-mail so you don’t have access to the code, even while s/he does have that code and can then use it to try to claim your account.
This is not a probability, but it is a possibility. Were I in your situation, I’d do a scan of my computer and I’d change my e-mail account password. Remember: Use something complex and unique, used only for that single account!
Hey there, Cinderfang. What my friend Mr. (or is it Ms?) Llama said is absolutely and regrettably true: We have a few oddities with the Name and Word Filter that cause problems with perfectly acceptable names. It’s a goal of mine to polish that filter to an incredible level of filter-y sparkliness, but at this time, I’m not able to find out why some words are blocked.
I mean, clearly, having three or four letters in sequence within a benign word should not prevent the legitimate word from being used! But if I type the name for the Factions character — assassin — it works fine. If I type a verb similar to the word “analyze” — inserted here: kitten — it comes out filtered. (The word is “asess” but add the double “s” in the first instance.)
We know that both the in-game filter and the forum filter are less than perfect, and we ask for your understanding if some words are unnecessarily filtered. We hope this will be something we can address in the future.
No time to discuss, but I still read near every thread.
I really appreciate the work you guys are doing but, if you guys read almost every thread, is it so time consuming to write a couple of words in one thread or two that you wont even bother doing it?
We certainly could be better about mentioning we’ve read a thread. Some people have suggested a red ‘seen by dev’ mark on threads which would awesome. If I were to post something every time I skim through a thread, it would mostly likely just be copy-paste “I’m reading this thread” or “I’m following this thread” which may cause more anger (due to lack of thoughtful response) than appreciation. Community team members are really helpful when relaying information back and forth between devs and players. ( Like Allie :’( )
5 days ago, my friend got hack and all characters deleted. He is our guild leader. 2 hours ago, He received account restore and everything back to him Thank you Anet, your help plenty fast.
I hope that you can get a restoration also.
Lelldoug, sub leader of Adventurethyme [BMO]
Dragonbrand
It’s nice to know that all is well for your guild leader. Thanks for letting us know.
I followed up on this question the instant I saw it, and I’m sorry for the confusion that this e-mail caused. I learned this afternoon that this e-mail probably did come from us. I have looped our Security Lead and Marketing Team (they handle e-mail subscriptions) into a discussion about this e-mail. The things I am concerned about are the verbiage (“subscriber” is startling, I think) as well as the fact we have three links in the e-mail.
We’re actively discussing this in real time and will make some amendments that should make this clearer and less confusing.
Ellieanna is correct. We really can’t re-enable the item, even while we’d like to help. But do take heart — that is a popular item and I have confidence it will be offered again in the future!
We suggest that you simply wait on achievements and acquisitions until you’ve decided on a restoration and the Support Team has concluded the process. It’s just clearer if you don’t get that one-in-a-million drop and then say “Waiiiit, un-restore my account!”
In addition to mtpelion’s excellent advice, you might also decide to contact from a second, secure e-mail account, so you do not jeopardize your security through an e-mail account that may be known by an hacker.
I truly sympathize with your situation, but I need to make it really clear that posting in the forums will not help with an account compromise situation, and the best place to put your energies (at a time that I know is very stressful for you) is in the creation of a ticket.
Support at the top of this page
“Submit a request”
Provide as much information as possible, and leave fields blank if you do not have it. (You are not required to provide all answers.)
Consider if your e-mail address is hacked. That is usually the case, and if so, you’ll want to submit from a different, secure e-mail account and provide the information about your GW2 account in the ticket.
Account compromise incidents are very sensitive and can take several days to resolve. Please read these articles or posts for more info:
I tried to log in today and got a message that I needed to verify via email to continue. I needed to log in fast to do the Karka queen so I did this, and wasn’t really paying attention, but when I double checked it said that the place I was verifying was
Address: 73.191.66.48
City: Mount Laurel
Region: NJ
While I live in Maryland. Why would I need to verify this location to log in to the game if I’m logging in from the same Maryland address I always have? Why would he game even ask me to verify that address if I’m not attempting to log in from it? Anyways, I changed my passwords just to be careful, but if at all possible I’d like to get that ip flagged as unauthorized again, and for the game to stop hassling me about IPs that I’m not actually trying to log in from.
Sometimes an ISP has a wide range of IP addresses that they use. I often mention the gentleman living in England who, through his ISP, appeared to log in from England, Scotland, and Wales!
I would have hesitated to authorize a distant ISP and you are free to remove it from your authorized list now. Go to https://account.guildwars2.com/account/security and remove the authorization of that distant IP. Yes, it will ask you again if it’s your ISP using that address, but if you check with your ISP, you then would be more comfortable authorizing that access point, and you can do so without stress. If the ISP says they do not use that remote address, then you may be at risk of compromise and you should change your password immediately and make sure your e-mail account is completely secure as well.
^ What Seera said. Odds are that a 3rd party fan site got hacked and the hackers harvested all the login info there. The people who got hacked likely used the same password on the fan site as they did on their e-mail and as the GW2 password. (This is how I got hacked many years back in GW1. GWGuru got compromised and they stole the passwords from there. I was careful enough to use a different password for my GW2 account, the fansite and my e-mail account, but unfortunately I’d forgotten that way back when I first started GW1, I’d also created an NCSoft master account for a one-off support issue and THAT account used the same password as the fansite. The hackers used that master account to get in and reset my GW1 password. Lesson learned. I now use unique passwords EVERYWHERE.)
All this is true. The “hack” did not come through us, but through the use of known credentials, such as a known e-mail address and password combination.
We’ll be happy to try to help you resecure your account if you contact Support.
No, I have this account and I am on an NA server. I actually live in the UK so have bought the heroic digital edition to play on a EU server and was hoping to link that game to Resurrected.4132.
As explained in the thread, you cannot link two GW2 accounts and cannot reuse the log-in names.
As the email address associated with a game account is the Account Name, you need a unique one for each account. For identifying accounts and account security. Make sure you use an email address never used anywhere before.
This is stupid, I was about to create a new account but I cannot as I am already using the email address on this account!!!
Do Anet actually want to make money from this game?
Security.
If you have multiple accounts on the same email you would:
1: Be unable to know which account is getting signed into, since you are using the email to login.
2: Lose access to both of your accounts if someone compromised your email account.
And correct again.
It’s not a difficult process, and having separate log-in names (Account Names) is in your own best interests, as you can see.
Is there any way that The support team is able to lift the mobile authentication and roll back the clock a bit on my character, I don’t want to have lost all my gear as I had a lot there saving up for a legendary. I’m concerned that I don’t have my serial number anymore. but surely there’s something that can be done
I think we will be able to help you. Please discuss an account restoration with the agent who responds to your ticket.
The log-in from TX may be the forum IP address. The forum IP address shows up sometimes when you use the forums.
If you log into the forum, and the IP address shows up at that moment in Account Security, then it is you using the forum. You can Whois the address to see if it belongs to NCSoft or ArenaNet.
This is true. I’d like that forum access not to show, so that it doesn’t cause concerns and so real would-be hackers from the same area aren’t sneaking onto accounts.
That’s correct. The achievement is all or nothing—you need to tear down all of the posters, or read all of the books, within a single day.* It won’t show partial progress.
“Day” meaning that world resets will also reset achievement progress, so it’s a 24 hour period, but not strictly 24 hours from the time that you start.
Unfortunately, the system that tries to find the shortest route from on map to another doesn’t know which asura gates are accessible, and which aren’t. Was there a guard NPC that you could talk to get past the fence?
Please submit a ticket and the team will help you. In most cases, accounts are hacked because the player’s e-mail account was hacked. You need to secure your computer AND your e-mail account.
The courtesy refunds are taking quite a bit of time. If that’s what you’re requesting, you will hear as soon as possible. See above for other suggestions on how you might address the issue.
Your friend’s ticket will be responded to as quickly as possible. Frankly, I am concerned that his account has been compromised, and that probably is why the team is asking him to provide answer to questions, to establish that he owns the account.
I suggest that he continue to discuss the situation with Support, but he may wish to create a new e-mail account, in case the e-mail account is also compromised.
Have you tried using a different browser? Have you tried clearing your cache? Tried re-starting your browser? That isn’t the way the page should display.
Good suggestions. Because you’re the only one reporting this, at least so far, could you do a little troubleshooting on this by following the suggestions above?
If you still have issues, please post so I can ask for a review of the situation. But again, I’m not seeing this from others, so I’m hoping it’s just a momentary glitch on your end.
I sent an e-mail just yesterday about this issue. While the log-in from Texas is almost certainly completely benign — it’s probably just our log-in server — we don’t want to make a blanket statement that “any access from Texas is A-Ok” because that would be way too generic and would pose the potential for someone to unwittingly approve an attempted hack.
My account yesterday displayed three “log-ins” from Texas. I wasn’t asked to approve those, and I know they were acceptable, were 100% certainly due to my activity on the forums. But basically, my instinct is that it would be good to address this so that it doesn’t alarm players. To that end, we’re looking into this!
Call the bank that issued the debit/credit card it may have been flagged by the bank as a fraud charge. Also file a support ticket to make sure nothing is wrong on Anet’s end. This are the only 2 things you can do.
I was in the same boat few days ago, I had to call my bank to resolve it for me.
Thanks for providing your personal experience; it’s helpful for players to know how you resolved the same situation.
Generally, the block is on the credit card provider’s end. A call to your CC company or bank — the company that issued the card — should clear this up. If you need help from us, we’re happy to oblige. Click “Support” above and then “Submit a request” so our team can respond to you. (Responses come to you via e-mail.)
While ArenaNet is the developer of Guild Wars 2 in China, there is a different publisher. Therefore, you would need to purchase Guild Wars 2 for China from the publisher or a retailers in China.
I do not know what “new content” you’re referring to. I believe that the games are identical as far as gameplay content, although there may be minor differences as far as armor, items, and character creation options.
I can’t tell where this stands, but this is clearly a case of account and e-mail compromise. I suggest that your wife create a brand new e-mail account and then contact Support via the link at the top of this page. Click “Submit a request” and she will be able to create a ticket with the new, uncompromised e-mail address.
Thanks but he said the email wasnt linked to anything else only this game (shortly after he begun to use gmail, the one he got hacked was a less secure one i guess).
And it seems patience paid off in the end, earlier he got contacted that once his pc is secure he will be sent a new cd-key (which supposed to be known by the hacker too? i have no idea of the situation much lol), and I guess his acc will be reactivated.
Anyhow I guess topic can be closed/deleted and thanks for the comments.
585578 – Resolved.
585216 – Resolved.
560681 – Resolved.
587975 – Resolved. Awaiting your further instructions.
587537 – Resolved.
549600 – Resolved.
586305 – Answered May 2. We await your instructions.
586318 – Answered May 2. We await your instructions.
580468 – Answered May 2nd. Please do not submit duplicate tickets. You need to answer the question posed in the ticket.
587135 – Answered today.
586532 – Answered yesterday.
569994 – In review or processing. (I sent an e-mail today to ensure it was properly queued for assistance.
590703 – In review or processing.
592129 – In review or processing.
578124 – In review or processing.
594234 – In review or processing.
589831 – In review or processing.
592821 – In review or processing.
589670 – In review or processing. You do not need to make another ticket.
590532 – In review or processing.
580067 – In review or processing. I feel sure we will be able to accommodate your request.
591175 – In review or processing. Three tickets. Please do not submit duplicate tickets.
570758 – Please ask your questions within the ticket, so an agent can update you.
566112 – You were asked to secure your computer and you have not responded since that necessary request. Please continue any discussion in the first ticket and do not submit duplicate requests.
KILLER.9453 – Still being processed. Please see this thread.
592680 – Still being processed. Please see this thread.
586383 – Still being processed. Please see this thread.
582647 – Still being processed. Please see this thread.
579239 – Still being processed. Please see this thread.
587058 – Still being processed. Please see this thread.
575040 – Still being processed. I apologize that you are not getting our update e-mails; I am working on improvements to that system to keep our players informed!
590224 – Two tickets. Even if they were different requests, they are related. Please close the newer one and update the first ticket.
591434 – We believe your e-mail is compromised. (There are 10 tickets in recent weeks) Please contact Support through a new e-mail account, refereing your open ticket, 591434.
572644 – Please do not post harsh and inaccurate comments. You are asking for replacement of items that you sold; you will be answered as soon as possible.
578590 – Answered today.
549144 – Final answer: You are not eligible for the refund that you requested.
554090 – Final answer sent April 25th. Your account is not eligible for restoration.
Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
585578 – Resolved.
585216 – Resolved.
560681 – Resolved.
587975 – Resolved. Awaiting your further instructions.
587537 – Resolved.
549600 – Resolved.
586305 – Answered May 2. We await your instructions.
586318 – Answered May 2. We await your instructions.
580468 – Answered May 2nd. Please do not submit duplicate tickets. You need to answer the question posed in the ticket.
587135 – Answered today.
586532 – Answered yesterday.
569994 – In review or processing. (I sent an e-mail today to ensure it was properly queued for assistance.
590703 – In review or processing.
592129 – In review or processing.
578124 – In review or processing.
594234 – In review or processing.
589831 – In review or processing.
592821 – In review or processing.
589670 – In review or processing. You do not need to make another ticket.
590532 – In review or processing.
580067 – In review or processing. I feel sure we will be able to accommodate your request.
591175 – In review or processing. Three tickets. Please do not submit duplicate tickets.
570758 – Please ask your questions within the ticket, so an agent can update you.
566112 – You were asked to secure your computer and you have not responded since that necessary request. Please continue any discussion in the first ticket and do not submit duplicate requests.
KILLER.9453 – Still being processed. Please see this thread.
592680 – Still being processed. Please see this thread.
586383 – Still being processed. Please see this thread.
582647 – Still being processed. Please see this thread.
579239 – Still being processed. Please see this thread.
587058 – Still being processed. Please see this thread.
575040 – Still being processed. I apologize that you are not getting our update e-mails; I am working on improvements to that system to keep our players informed!
590224 – Two tickets. Even if they were different requests, they are related. Please close the newer one and update the first ticket.
591434 – We believe your e-mail is compromised. (There are 10 tickets in recent weeks) Please contact Support through a new e-mail account, refereing your open ticket, 591434.
572644 – Please do not post harsh and inaccurate comments. You are asking for replacement of items that you sold; you will be answered as soon as possible.
578590 – Answered today.
549144 – Final answer: You are not eligible for the refund that you requested.
554090 – Final answer sent April 25th. Your account is not eligible for restoration.
As I have written many times, please note the following:
This thread is not intended for courtesy gem refunds. Please do not post in this thread about duplicate-item refunds. Your request will be addressed as quickly as possible, but the processing takes time.
Folks, I want to gently state again that we assuredly are backed up on requests for these courtesy refunds. If you received confirmation that your ticket was submitted (an e-mail auto response upon submission) then you’re in the queue and you will receive any refund for which you are eligible as soon as possible. There is no need for a follow-up post whatsoever; you will receive whatever gems you are entitled to just as promptly as we can process the request.
Please be aware that this is a time-consuming and “hands on” process and there really isn’t a way to have it go faster. Even while we’ve added team members to try to work through these requests, it is taking time.
We apologize for the time that it is taking to process these courtesy refunds, but we must continue to ask for your patience while we go through each request, review and confirm eligibility, and then see to it that the proper refund is granted.
The items the vendors sell differ based on your character level. At level 1, you get level 1 armor for copper. At level 80, you get level 80 white gear for a few silver.
My guess is the character you’re playing on EU is much lower level than your NA account.
Hi All, thank you for the report. Turns out there were more APIs affected by megaservers that I originally thought. I am working on a fix and hope to have it out shortly.
The developers are heads-down working on the future content releases. We are also in the middle of launching the game in China. Launching a game in a new country is kind of a big deal. Because of the team’s focus on game development, they are not able to dedicate as much time out of their workday to posting on the forums. While they might have time to read the forums, they don’t necessarily have time to engage in discussion.
I know it’s hard to be patient in this down time between Living World seasons, but please bear with us. As much as you’re craving new content to play, the team is dying for you to play it.
Unfortunately, I can’t give you any information about future content, whether it’s plot spoilers or timeline. I can say that, as a player, I am very excited about the next season, and I cannot wait to see what you all think about it.
Please know that your feedback continues to be important, our devs are still reading (though they may not have time to respond), and we sincerely appreciate your support and you sharing all your thoughts with us (critical or otherwise).
Content Marketing Lead
Twitter: @ArenaNet, @GuildWars2
In-Game Name: Cm Regina Buenaobra
We have taken the BLTC out of maintenance and you should all be able to go ahead and “buy all the things” yet again. Please note that some transactions that happened before this morning’s maintenance may be slightly held up, you should hold off a few hours before trying to repurchase or contacting our Customer Support.
We have had to take the Trading Post down to perform maintenance, for now please keep an eye on Twitter (and this thread) and I will update as and when we have more info to give.
Thank you Anet, your help plenty fast.
.
We’ll look into this soon™. Thanks for reporting it!