The whole team is fully aware of the problems that nowadays represent exploits, botting and gold-seller spamming to the community of players and their gaming experiences. We have read all the constructive critics so far, we keep them in mind, of course, and we are working to find a method and a solution for these problems.
We also have been stating that the best way to help us is to report immediately. Keep on doing this, please, any time you see something that does not seem in order. In the meantime we will keep on closing threads that notify an issue, we will thank you for that, but we will close them as we would like to keep the forums free from massive posts about exploits and spamming (having, as you have, other ways of helping us dealing with them).
I hope this explains the whole issue.
Thank you very much for your concerns.
(And yes, I will proceed now to lock the thread )
As the user Lonewolf Kai has pointed out, there´s already a bigger thread on this issue here. Please, visit it and write your pet suggestions there so we do not have multiple rampant threads talking about the same issues.
In this kind of incidences you should contact as soon as possible customer support. You need to send a ticket with a description of the problem and wait for its resolution. There´s little else we can do here.
Lachash, thanks for reporting this issue here. I will forward it.
For the rest, every time you notice something like this going on, please, do not hesitate to report it and keep on doing the same with exploits and the like. This is the best way you can help us.
Knetus, we would ask you to keep on reporting these spamming goldsellers as soon as you receive a message by them. We understand that they are a major problem inside the game and we are dealing with them.
I will proceed now to lock this thread, since it has been already reported.
Thank you very much.
Vash, thank you for letting us know. Could you please submit a description of this particular issue to exploits@arena.net? That would be just great and really helpful for us.
I will now proceed to lock this thread since the last posts have been rather off-topic and do not contribute to the topic at hand. You are totally welcome to expose and discuss your ideas in these forums as long as you do not engage in personal attacks.
We are fully aware of this situation and the inconveniences that these gold-sellers represent for you, players and your gaming experiences; we know how annoying is to delete each of their messages each time you log-in. We are currently working on that.
However, I would ask you to keep on reporting each time you see them, as this is the best way you can help us right now.
Thank you very much for letting us know. Indeed the alarm, as well as other sounds, has been noticed by other players and our team is aware of it and working to fix it. I will move the thread now to Game Bugs, since it fits more there.
thank you very much for letting us know. Yes, please, keep on reporting these issues as it is really helpful for us. I will move now this thread to the subforum Games Bugs.
Just to keep you guys updated, I’ll be working on this problem tomorrow and trying to find out why the remaining guilds haven’t returned. I’ll let you know how things are going.
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
Hi, I made a request to reset my GW1 account so I can go back to do Hall of Monuments and link my account go GW2. My request was sent last week with the original CD Key that came with my account. I didn’t even get a “We are working on it”. I know you guys are busy but it would be nice to at least get an acknowledgment.
Ticket 120906-007794
This is an odd one. I can see you haven’t had any response, as you say. I’m sorry about that, and will add you to my review list, for certain!
It has now been 11 days since my account was hacked and 6 days since it was returned to me and I requested either a credit to my credit card for gems I just had bought before the hack occurred or a return of the gems. I provided the order number for the gems in the incident report.
Also, I appear to have lost my CE items too when I deleted my first character.
Thank you for your help.
Ernest, it looks to me like this was being processed. Please let me know if things are not aligned by tomorrow. (And thanks for your support of the game, through your gem purchases!)
Tase — it’s really difficult, nearly impossible, for our team to intercede in what are, essentially, “Gentlemen’s agreements.” You said the price was “too good to be true” and yet you accepted it and got burned. Like the guy in the alley who says he’s going to sell you a “Rolex” watch for 10 bucks?
I sympathize, we all sympathize, but getting in the middle of every transaction is just not in the cards. Reporting the situation is good — it makes us aware of the unscrupulous players and, once highlighted, may allow us to track a history of bad behavior that results in their removal from the game. But it’s truly unlikely that we will be able to give that item or gold back for you.
In all transactions, use caution and care, just as you do in real life.
This issue is very much on our radar. We’re going to be able to make sure that everyone is taken care of, but ask for your patience with this as we work out a few issues. There are sort of a lot of “working parts” on this one, but we will take care of you as soon as we can.
Please note: Some of you are asking for replacement of CE or DDE items that you either received and accidentally deleted or which you never received. Please note that one replacement run has been done. I believe another has been done or will be done very soon.
Replacements are one per customer. If you were on a previous list, you will not be given another set of replacements. If you were not on a replacement list, please be sure your ticket is filed with support and update to say you are still awaiting your items. Please do not file a new ticket.
Have you not been reading everything Anet posted on FB, Tweets, login page, on their Wiki page, etc? Hackers got a hold of information mined from outside sources, and are testing them against Guild Wars 2 accounts. They mention a boat load of attempted logins with e-mails that aren’t registered.
BUT, you are getting e-mails from Anet because the hackers found an e-mail/password combo that worked… and it happens to be yours. That means they know the password to your account. Change the passwords for not only your account, but your e-mail as well.
Thanks, SP. I will lock this thread because really, all that needs to be said has been said.
So i got my account hacked. 1 forum post by a friend and 7 days later i get an email saying i got my account back. what it also said was that no items/characters can be restored.
i log on and i had 5 characters, each around level 10 and one level 30, GONE. just GONE. and Anet is telling me they cant bring them back? they have no backups of characters you make? What kind of company doesn’t have backups/restore capabilities.
thanks for reading and hopefully someone who has some influence sees this and changes things. also, sorry for ranting, but i needed to get this off my chest
Interesting question. And you seem to assume that every company can do character roll-backs or full-account restorations? Nope, not every company can do that. In fact, what I believe is the largest MMO in the world (to date, anyway grin) does not have a restoration feature.
We are working on account restorations and will have them in the future. At that time you can elect to request that service.
We’ve already addressed this many dozens of times, including the updates that ArenaNet President Mike O’Brien was posting over the last two weeks. Hackers steal credential lists and ping passwords to see if they can steal an account. Please read this for more info.
I am unbanned….I honestly am surprised. I retract any obligatory remarks I made. I thought they banned me and just did not reply to me because they didn’t want to deal with it. Well. Thanks ArenaNet, I guess I should not have gotten so angry, but in my position I felt I had been cheated and reacted that way.
I’m still hoping i’ll be unbanned. Did they say anything about turrets? Is it really a bannable offense? My character was level 16 in Defense of Shaemoor. I’ve been using Turrets since level 5 or 6 i think…at the time i got my first skill point.
I just got a message saying “After reviewing the issue, it appears that your account was blocked in error. Your account is now released and you should be able to log in to Aion. I apologize for any inconvenience this may have caused.
Please let us know if we can help you with anything else.”
However it is funny that two days before I got this
“Hello,
This mail is to notify you that your account was confirmed to be violating the User Agreement and/or Rules of Conduct by engaging in the use of an unauthorized third-party application in conjunction with the Guild Wars 2 service.
As a result of this violation of the User Agreement and/or Rules of Conduct, this and all related accounts have been permanently closed. The account(s) will no longer be accessible and will not be reactivated. Our decision is made in the best interest of the Guild Wars 2 service and for the player base." So…whats going on?
Oh gad, Linestro, that’s just embarassing!
Could you please, please give me your ticket number so I can point out this error?
I can confirm Anet did replace my items from the DDE after I deleted them on headstart day 1. I filed a ticket a little after that, and had to wait until last week or so. That’s not because they ignored me, but because the Devs didn’t have a plan in place to give back account items that were deleted by player mistake.
The items came via in game mail from Anet, which also includes the new warning that these items are a one time only thing. So OP, if you wanna irritate Anet, just realize that you’re probably hurting yourself in the long run. Send one ticket, and if it’s not answered, post the # in the thread for unresolved tickets.
Thank you for letting people know that the system does work!
They don’t have a way to restore individual items. They will eventually have a way to roll an account back to a time right around when it was hacked but not sure if they will be able to use it for things like your issue. They are looking into doing something about the DDE items though so maybe before you know it there will be a DDE vendor or something
Please do not answer forum posts with speculation and misinformation. We do have a means to address this, and we will.
I still havent recieved items….putting in a ticket everyday until they do their job. thank you ^^
And we can all thank you for clogging the system with needless tickets. The distributions are made periodically, and I’m sorry if you were missed last time. But you will be attended to, and submitting a ticket every day is rude to your fellow players and entirely unnecessary.
In all your comments, I have yet to see a single ticket number. With that, with the original ticket number, please, I can add you to the review list. And how much better that is than spamming tickets?
Please add your ticket number to the sticky post for Ticket for Review – 5+ days above.
We’re very sorry for any inconvenience that this system is causing you guys. The objective is to nip hacking in the bud, before the hackers can gain access and trash an account (like getting it banned for spamming RMT advertising) or strip it of valuable items.
Naturally, we don’t intend this system to inconvenience legitimate players! I will see if I can track where this is heading and let the dev team know. The basic objective is entirely positive, but if we need to make some small tweaks, I know the team will do that.
Re-Posting – Day 7- (Ticket Number 120907-008310), my wife got a response saying that the access has been restored, we followed the steps provided with the log in and password and it doesn’t work. Emailed the support as per the email saying if you have any questions please respond to this email and haven’t heard anything yet.
Would you be able to look into this please
Please fix this before the weekend we would really like to start playing together again.
I am sorry that the notes did not help resolve the issue. Yes, I will add this to today’s review list.
Thanks for posting the updates regarding account issues.
I was wondering, since you already have a topic “Account Issue Updates – Posted Daily”
Could it be possible for you to post updated ticket numbers there or creat a new topic regarding updated/resolved ticket numbers? I think that it makes more sense, since in this thread it changes daily, and I find that I have to search the pages for your Ticket Number updates; to figure if my guildmates ticket number is there or not
Just a suggestion…as I’m sure that I’m not the only one doing the same thing
Thanks
Segna Bora
Ah here this post is. Segna Bora — you made an excellent suggestion yesterday, and as you can see, I have started doing exactly what you mentioned: Posting the updates in this forum thread and in the daily update notes.
Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.
120908-000014
The latest information I have is that credits have been issued for this. I can see you have added additional notes to the ticket, and I will allow the support team to respond, but I believe the most critical issue was getting you back the money, and that appears to have been completed.
Ticket was answered asking for information already provided – updated nonetheless and is now awaiting response. Does customer service means copy and paste a pre-used response and let the ticket sit around for another 5 days or so after the customer has already been waiting for 5 days to start with?
Maybe I should just buy a new copy of GW2.
As you can see from the list above, I was told on that this was resolved yesterday. I’m so sorry that is not the case. I will put you at the top of my new review list.
120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 NOT Resolved — adding to new review list. Apologies!
120909-007006 and 120911-004407 Resolved
120909-000661 Resolved
120903-001548 Resolved; expect conclusion within 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 Resolved
120909-000661 Resolved
120909-007006 and 120911-004407 Resolved
120903-001548 Resolved; expect conclusions with 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
I need specific information to know which story step to look at.
- Your current story step
- Your current objective
- Your character’s class and level
- Any specifics on the issue (too many enemies at once, tough boss, confusing objective, etc.)
Thanks for all the offers of assistance for getting the match results formatted! I know many of you out there are waiting to dig into this data, so instead of trying to make it look good, I’m just attaching the text file with all results from matches that started on 9-1 to 9-10.
I’ll post the results from matches that started after 9-10 early next week.
I just wanted to assure you that we are still tracking and investigating this issue. Thank you for your continued patience as we work on this. Also, I spoke with one of the level designers about this and wanted to clear up some potential confusion over the World Completion achievement track:
The World Complete achievement track includes all of the Explorable Maps, the 6 cities in Tyria, the Chantry of Secrets, and the 4 WvW maps. It does not include any dungeons, story or PVP maps.
First off I wanted to thank everyone who has posted detailed information on the various events in Straits of Devastation.
One thing to note:
Additional Details:The event chain involving recovering at artifact in lone post loops, we get an event to defend the post(Defend the Lone Post from the Risen hordes), shortly after an escort spawns(Escort the Pact squad to the conservatory) , another event at the end of the escort to kill a Veteran risen wizard(Kill the Risen Wizard guarding the conservatory) . After a few minutes the event to defend Lone post occurs again and the cycle repeats.
This is actually the design of the events described. What could be indicative of a bug is in escorting reinforcements from the Lone Post to Pact Rally Point. The reinforcement escort event should start any time Capture or Defend events at Lone Post succeed.
With the following exceptions:
- The south reinforcements event is already in progress (look for a shield icon on the map heading from Lone Post to Pact Rally Point)
- The south reinforcements is already completed successfully (Temple of Balthazar Meta status will say “Reinforcements from the southern invasion have arrived at the Pact rally point.”)
- The Temple of Balthazar Meta event is already pushing towards the temple
If none of the above is true, and the south reinforcement escort event is not starting please make note of the full Temple of Balthazar status text in any future reports.
)
