Guild Wars 2

So my account was hacked either last night or this morning.

I created a support ticket detailing this, but got back a form response about resetting password.. which I already did.

I am not sure what my next step is? Can I get my money and gems and other stolen items back?

Also is the mobile authenticator working? I linked it to my account but noticed when I log in it is not asking my for the mobile code.

Well, first off, sorry to hear that this has happened to you. As far as I know, mobile authenticator is working, so I assume that yours has memorised your IP address and is not asking for your mobile code due to that.

Sounds like you should qualify for an account rollback under these circumstances if you ask for it using your support ticket.

Ya I asked for it…. but I thought we were supposed to get a email to authenticate a new IP range when it attempted to log in… the hacker IP was not close to mine at all… yet I got no email….

That’s odd. Ok, maybe your authenticator isn’t working at all. There’s a thread especially for problems with the authenticator here: https://forum-en.gw2archive.eu/forum/support/account/Authenticator-Questions-Concerns-merged/page/7

Really wish I could help you further, but this is way out of my knowledge. Guess you’ll have to wait for a mod to see this, or for an update on your support ticket. Sorry

Mcrobrewer.8713:

Ya I asked for it…. but I thought we were supposed to get a email to authenticate a new IP range when it attempted to log in… the hacker IP was not close to mine at all… yet I got no email….

Are you sure that your e-mail isn’t compromised too?

Qnopsik El Qox has a valid point. Sometimes hackers have access to the email account too. They are able to ask for changes to your account – such like turning off the authenticator. As Anet people have told here, some hackers do just such things.

On the other hand, if the authentication never worked for you, there is nothing to turn off. On this page under the security settings of your account, you can delete any IP range that you like. If there is none, you should be asked to authenticate again.
Usually if a range is said to be ok, the authentification will not be done again for that range.

Qnopsik El Qox.1269:

Mcrobrewer.8713:

Ya I asked for it…. but I thought we were supposed to get a email to authenticate a new IP range when it attempted to log in… the hacker IP was not close to mine at all… yet I got no email….

Are you sure that your e-mail isn’t compromised too?

Sure, no… I ran a virus check on the computer, and do so regularly… and it shows up clean… I don’t visit “bad” websites and I am very careful about opening unknown emails.

Just in case I changed the password to my gw2 email account to be safe.

Just waiting now to hear back if my account can be restored.

Thanks Gaile for the information…. yes it stinks…. first time for me since I started playing online… about how long do you think it will take to get my account restored/rolledback?

Good to hear Gaile… haven’t heard back yet… did supply some additional info…. so hopefully by tomorrow or so…

I will just take the time off to spend playing baseball with my son.

Still no word back from Customer Service about my restore since earlier yesterday….

Hopefully this will get resolved soon I need my GW2 fix.

Just a follow up… my account was fully restored last night…. Gaile please pass on my thanks to the crew in helping me with this issue… I really appreciate the speed in which it was handled!