Guild Wars 2

My acc has been hacked they made a level 80 character on there and erased all my hard earned characters… they also put the 80 in the guild it is ridiculous I have to do all this work, who knows if other of these acc’s are stolen like mine was. I need the help of you the Gw2 community to get this noticed so the staff can get this sorted out, deal with all these hackers and get me my acc back. Help me get this fixed quick guys they could probably hack me again soon if they wanted too so quick as possible would be appreciated

Update: I did a couple virus scans and didn’t find anything

You will need to contact support at https://help.guildwars2.com/anonymous_requests/new Those are the only people who can restore your account.

If you haven’t already done so you need to do a security scan of your computer, including looking for a keylogger. After that you should change your email password in case they got into that.

Astral Projections.7320:

You will need to contact support at https://help.guildwars2.com/anonymous_requests/new Those are the only people who can restore your account.

I’ve already done this but I’ve been reading through the forums and people say it takes days sometimes when the info on site says they restore quickly

Side Note: Will this guild of hackers be dealt with or are they just going to be left to corrupt the game it would be comfortable to know that the suffer for their actions

It’s also not permitted to name suspected hackers on the forums, so this whole thread will probably be deleted.

The forum is for advice and for Gaile to know about tickets that require extra attention.
If you report the people in a separate ticket and they can determine they are breaking TOS then they will be dealt with. They will not inform you of the results of your ticket about them.

bluestocking.6148:

It’s also not permitted to name suspected hackers on the forums, so this whole thread will probably be deleted.

A very good point.

OP should edit his post to remove the names.

How did you determine all those names were ‘hackers’? I’m not saying they are not, but I would like to know the process of determining such a thing. Did they tell you they were ‘hackers’? Or what….?

It does indeed take days, I’ve seen people post a week or so, and that was a few days ago. As tickets increase, the longer it will take. Looking into hacked accounts and rolling them back is a lengthy process.

As Astral said, it’s imperative that you change your e-mail password in case they did hack through your e-mail to get to your account. Check your deleted folder and see if there are any strange log in requests there. If you don’t see any, see if you can recover deleted files to see if they pop up in there as well.

Inculpatus cedo.9234:

How did you determine all those names were ‘hackers’? I’m not saying they are not, but I would like to know the process of determining such a thing. Did they tell you they were ‘hackers’? Or what….?

I didn’t know you couldn’t mention names so sorry about that everyone. but i know they were because they all had the exact same gear the exact same level and were all at the same lvl 80 area on the map teleporting around

DeadlySynz.3471:

It does indeed take days, I’ve seen people post a week or so, and that was a few days ago. As tickets increase, the longer it will take. Looking into hacked accounts and rolling them back is a lengthy process.

As Astral said, it’s imperative that you change your e-mail password in case they did hack through your e-mail to get to your account. Check your deleted folder and see if there are any strange log in requests there. If you don’t see any, see if you can recover deleted files to see if they pop up in there as well.

How do you check this deleted folder? in my E-mail?? and how would i recover stuff but they did erase my characters and make a new one

Msandx.4105:

DeadlySynz.3471:

It does indeed take days, I’ve seen people post a week or so, and that was a few days ago. As tickets increase, the longer it will take. Looking into hacked accounts and rolling them back is a lengthy process.

As Astral said, it’s imperative that you change your e-mail password in case they did hack through your e-mail to get to your account. Check your deleted folder and see if there are any strange log in requests there. If you don’t see any, see if you can recover deleted files to see if they pop up in there as well.

How do you check this deleted folder? in my E-mail?? and how would i recover stuff but they did erase my characters and make a new one

It depends on what e-mail site you use. If it’s hotmail/outlook, if your in the deleted folder, there is a link at the bottom of that page to recover deleted e-mails. If your hacker was smart, they would have attempted deleted the e-mail on the attempt log in attempt.

This doesn’t work though as this particular e-mail can recover pretty much all your deleted e-mails. Not sure about other browsers though.

My account just got hacked this evening too. It happened right in front of me! I would get booted from the game, saying my account was already in use. I tried changing my password, but then my password got changed again without my doing it! To top it off, the hacker then enabled mobile verification so I couldn’t change my password or access my account anymore. My advice to anyone that this happens to, is go directly to your account page on the gw2 website and disconnect the hacker (you will see their login and where they are).
Then change your password and enable mobile verification on your account.

Literally minutes after I submitted a ticket about the matter, I got an email from support saying that my account password was reset, and I gained access again and then enabled said verification. The hackers sold a lot of my goodies I had in my bank, and were salvaging my armors and selling the mats. Looking back, I see that not using any extra security was pretty foolish and I strongly urge any of you reading this that if you don’t have either email or mobile verification, do yourself a favor and armor up against these leeches!

Jerbiwan.9271:

My account just got hacked this evening too. It happened right in front of me! I would get booted from the game, saying my account was already in use. I tried changing my password, but then my password got changed again without my doing it! To top it off, the hacker then enabled mobile verification so I couldn’t change my password or access my account anymore. My advice to anyone that this happens to, is go directly to your account page on the gw2 website and disconnect the hacker (you will see their login and where they are).
Then change your password and enable mobile verification on your account.

Literally minutes after I submitted a ticket about the matter, I got an email from support saying that my account password was reset, and I gained access again and then enabled said verification. The hackers sold a lot of my goodies I had in my bank, and were salvaging my armors and selling the mats. Looking back, I see that not using any extra security was pretty foolish and I strongly urge any of you reading this that if you don’t have either email or mobile verification, do yourself a favor and armor up against these leeches!

Was that this weekend because this is similar to what happened to me except my best guy was only 50 (he got erased) and how much of the ticket submission did you fill out because it’s been almost 2 days for me. I guess because they need to roll back my acc…

Happened to mee today. I got a password reset email today but ignored it. Then suddenly I got an email with Authorize Log-in attempt from:
City: Yonghe
Region: 01
Country: CN
(not sure if I am allowed to put op their IP)

My password was changed when I got home. This should mean they can hack gw2 servers or my email accounts. Either way I’ve put in new better password for gw and my email and hope it is alright now. (nothing seems to have disappeared from my account).

Also super sure no guild/friend or whatever may have had access to my account ever.

Kioshi.6597:

Happened to mee today. I got a password reset email today but ignored it. Then suddenly I got an email with Authorize Log-in attempt from:
City: Yonghe
Region: 01
Country: CN
(not sure if I am allowed to put op their IP)

My password was changed when I got home. This should mean they can hack gw2 servers or my email accounts. Either way I’ve put in new better password for gw and my email and hope it is alright now. (nothing seems to have disappeared from my account).

Also super sure no guild/friend or whatever may have had access to my account ever.

If you’re in a guild with bank withdrawal permissions, you may want to contact an offocerband give them a heads up to temporarily remove those permissions, ASAP. Hackers will clean out guild banks as well and ANet doesn’t have a means to restore that.

Then scan your computer for a keylogger. Remove any viruses that are present. Then change email password and then change GW2 password. Then get in contact with support and keep in mind that hacked accounts take longer already and they’re backed up due to the feature patch related tickets. If you haven’t already done so.

If you got a password change request you did not make YOUR EMAIL ACCOUNT IS COMPROMISED. PERIOD. Consider that email account unusable

Change the PW on the email account immediately but be aware that in some cases, the hacker can keep your email OPEN (that they logged into with the old password) and simulate activity with a macro / script so it will NOT time out and force them to log in with the new password (i.e. changing the password on the email account does NOT prohibit continued hacker use of the account).

I would suggest that if you are aware the email account has EVER been compromised, you immediately consider the email account hacked and you should no longer use it (not for just GW2, but ESPECIALLY for anything concerning real life financial accounts or sites that you purchase from often (that likely has your CC info saved)).

Yeah, ArenaNet either has someone internal helping the hackers or their systems are severely compromised. The hackers have a way to reset account details and access your account without any emails being sent for verification.

ArenaNet has a major security flaw and they won’t admit it.

Make sure you use a unique password for GuildWars2 that you don’t use anywhere else, because they’ll be able to steal your password from ArenaNet’s shoddy security model and it will compromise your other accounts.

If anet has an internal issue that a super secure password would not help you.

I am nearly 100% positive that there is no internal issue with arenanet. The vast majority of the time I hear of an account compromise the email account is also compromised. Often the email indicating a password reset will be deleted by the attacker.

The second way accounts are compromised is when people are tricked into giving their login information directly to a website not affiliated with arenanet, this can include fansites where your login credentials are the same when that website gets compromised your account is at risk. This has been mitigated with email verification but some people have it off.

And grimm, not all email services are the same. Not all of them will allow cached credentials on password change. You can test your email account by logging into it with a different browser or a browser with privacy mode enabled, then change the password. Check your different browser if you still have access.