Guild Wars 2

Hello Support, posting on behalf of my friend, who’s account was hacked right after registering the game (email adress was changed etc). Raised a ticket on Monday. The ticket has all the info and proof you might need, so it should be a fairly simple request to complete: he just needs someone to change back the email to the one provided in the ticket and send him a new password.
He would be the happiest person if someone could resolve this, poor guy took a few days off just to be able to play GW2…
Ticket(s): 120907-004150 and 120903-012965

So after alittle over 24 hours i got my account back (yay) however all of my gold is now gone, this is strange as i was on my account when i got banned and i had all of my money. So these hackers not only got me banned but logged onto my banned account and stole my money?

This seems very strange.

Gaile or other moderators, can you please get in touch with your support department and tell them to actually read the tickets?
And if you can tell this Lance guy to take a little bit of interest in what he’s doing, that’ll be great.

Thanks

Have just received a response from support and all problems with my hacked account have been sorted. Hope everyone else is soon to follow. Thank you Arena Net, now finally back to enjoying the game

Still without an account. I don’t have a serial code (no idea where it would be) and I doubt I deleted it because I still have saved (from April 10th):
Congratulations on successfully completing the registration process for Guild Wars 2!

The game client will be available shortly; we will send you an e-mail with a download link.

Your Guild Wars 2 User ID is:
————————-

This is a unique account identifier, consisting of a name and a randomly generated four-digit code. You’ll use it during the Guild Wars 2 Beta Event, on the Beta Forums, and in Guild Wars 2 after launch. The name and four-digit code will be your handle on the Beta Forums. The four-digit code does not appear in the game itself unless another player chooses the same name, in which case both your name and the four-digit code will appear.

Save this e-mail for reference! You may need to provide the game account information or your unique ID to a customer service representative to obtain customer support.

We’ll see you in-game!

The Guild Wars 2 Team

Would love to know what I need to do to get my account back since I can’t input a serial code…

Ticket:
#120905-000334 (Going on 5 days now)

I’ve received the same message from Lance.. I’m on day 7..

Lance send us the password recovery page, but the hackers changed the email.

Could you help us properly? THANKS

Reference #: 120902-016533

Rhia.1465:

So after alittle over 24 hours i got my account back (yay) however all of my gold is now gone, this is strange as i was on my account when i got banned and i had all of my money. So these hackers not only got me banned but logged onto my banned account and stole my money?

This seems very strange.

Rhia did you go through account recovery page as well? can you please explain the procedure you went through? May be that’ll help us.

Because I am thinking I might have to guide this Lance guy all the way. I am pretty sure half of us here know more than this guy lol.

@Borishnikov.7368 and @Griffith.7238

I laughed… I would move to Seattle in a heartbeat if they offered me the job

Account Perma Ban (Due to hacking)

Ticket: 120905-002088

yeah i love ANet too i have a lot of respect for them aside from these recent occurences

My cousin, who’s account is gootz.4275 can not log in to his account to play the game. He hardly even had the chance to play the game, reaching only level 5-6 or so with a guardian and ranger. He went to log in and next thing you know, his information does not exist. The account he paid for and played for a few days and only a very limited amount of hours is all of a sudden non-existent. The email account itself does not exist.

He contacted customer support and received a ticket, Reference #120904-011301

It took a number of days before he finally got a response, although it was a typical automated message. He replied to the email, and as of now, still no dice.

Apparently, the email he used to purchase the game and create the account for is no longer the same account email. Apparently it was changed. Any process he goes through in order to recover the account is futile due to the fact that the email itself as been changed, so he has no access whatsoever. Possible that any further customer support has been sent or forwarded to the new email of which the account is linked to, an email account that does not belong to him.

Please ArenaNet, help out, even if you must through me. My cousin has hit a wall with the ability to contact you, and this is as much as we can think in order to reach you.

Thank you.

Still awaiting resolution to hacked account from 1st September…

Ticket ref#120901-000502

I can’t believe I am still waiting to get this fixed after one whole week… This is ridiculous guys.

Hello,
I am posting this for a friend who was hacked 3 days ago. Today he received 3 generated responses to ‘use the link to reset his password.’ Since his email was changed, this email is no longer linked to his account and he cannot do this. He has tried to explain this but, it appears the tickets are not being read and support is just sending out generic messages.
Can someone please look into ticket #120905-011072, this appears to be a very common issue.
Thank you

Hacked Account since 05. September

120907-003987

Account-Recovery gives out an error…

Same here, hacked since 03 Sept.

Account Recovery gives error. (Support’s suggestion didn’t work, still need help.)

Ticket Ref 120903-004993

ok my brother had his reply from support BUT IT DID NOT… Help him get his account back he still unable to get back playing… pls check his ticket again im glad you guys replied but HIS HACKED ACCOUNT IS STILL NOT FIXED…. he got his support reply just hours ago and we hope to get a quick reply becuase his case is still unsolved

his support id# 120905-004398

It has been a week now that I’ve been unable to play

I’ve been terminated for engaging in or assisting with gold or items sales for real-world money( see attached screenshot). Which I’ve never done before and never will be doing.

my Ref is: #120901-010514

I am posting on behalf of a friend who needs someone to take a look at this ticket 120907-003832. He is trying to recover his account after it was comprimised but cannot do so as the original email address of the account has been changed

Hacked Account since 5.September

120907-003987

most people are talking about a Banned account on here, how do you know if you banned?

i’m asking because my situation is a bit different from those who are banned. my account was change and i have no access to it what so ever and i dont see a message saying “your banned”

My friends account was hacked and the hacker changed his email. He has been waiting for any sort of help since september 1st. I was tracking his account being online. but for the last few days it has been offline. So I’m guessing the hacker also got his account banned. If you can check that when you return the account to it’s rightful owner so he doesn’t get it back and it ends up already being banned, it’d be VERY much appreciated.

120905-001631

Thanks ahead of time.

Posting this for my friend.

“Am I ever going to get help regarding my hacked account? This is pathetic, i’ve seen people getting responses for 2 day old issues if that, or responses regarding dye packs or responses for people who have been BANNED for doing inappropriate things – you’ve spent more time helping people who have caused THEMSELVES to get banned….

Please attend my ticket, and actually ACKNOWLEDGE that I will be looked after.

This entire time nobody has actually spoken to me even though, at every turn, i’ve done whats been requested.

Make a new ticket, resolve that new ticket, update old ticket, post in this thread, post in that thread, jump through this hoop, do a little twirl, stick your landing and hope for a pretty bunch of flowers…

PLEASE FIX MY ACCOUNT and dont just close this thread and ignore it, thats a perfect way to frustrate me further."

Ticket: 120901-000739

Hacked since 08/31/2012

It’s been a week now.

So I got an obviously automated e-mail response today. It just gave me a link for changing my password ( which I was ALREADY able to do) something about phishing which was no help and instructions for how to close my ticket. I went ahead and changed my password again just for kicks, still get the perma-ban error. Thanks… Still no mention of WHY I was banned. Even if I don’t get my account back a valid reason as to why I was permanently banned would be nice. I’m beyond frustrated.

GaileGray.9587:

Godmoney.2048:

Your name, a comment, a trade that resulted in someone being unhappy with the trade…any of these things could have resulted in your ban.

Your best bet is to buy a new copy and never use chat again. Go research Mccarthyism and it’ll explain everything.

Good luck to you.

This is absolutely false, and your historical reference doesn’t even make sense. How is a chat issue related to “witch hunts” for purported communists?

This account seems obviously to have been hacked, meaning the suspension is related to its security, not to actions taken by the owner. The OP has contacted Support, which is the right thing to do, and we’ll help as soon as we are able.

False? You mean if a guildy reports me that I won’t get banned? You’re telling me that anyone can’t report you for any small infraction can get immediately banned? I beg to differ not on suspicions but on fact. I was banned for a crude joke containing no cuss words, no racial slurs.

What’s to stop a guildy that you don’t get along with to bait you into a fight in guild chat then reporting you?

Mccarthyism is a perfect example of this type of society. Gw2 is the closest to a withhunt I’ve ever seen in a video game. Hello Kitty online has looser banning guidelines and that game has pedophiles lurking in it.

Name me one game in the last 10 years of the internet that has layed out this many bans in 1 week? ………..no answer yet? Because there hasn’t been one ever. I know you can get banned for nearly anything because I am the victim of it.

If you disagree with me then post my entire Gw2 chat history for the public to see. Fact is fact. It is a well known that facts have a liberal bias. Prove me wrong.

Bluewolf.3812:

Rhia.1465:

So after alittle over 24 hours i got my account back (yay) however all of my gold is now gone, this is strange as i was on my account when i got banned and i had all of my money. So these hackers not only got me banned but logged onto my banned account and stole my money?

This seems very strange.

Rhia did you go through account recovery page as well? can you please explain the procedure you went through? May be that’ll help us.

Because I am thinking I might have to guide this Lance guy all the way. I am pretty sure half of us here know more than this guy lol.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”

This is what i did to recover my account. From the forum posts i have read i got lucky that they did not change my email address. I was online during the “hacking” and as soon as i realized something was up i went into defense mode and changed all my pw’s i do know they tried to change my stuff but i was faster then them. It is very odd still that my money is gone when i was online and had it when my account was banned and there is no way possible someone got onto my account unless somehow you can be logged onto the same account twice.

I am posting on behalf of Deminent.9123.

Hello there, ArenaNet,

My account got hacked and most probably banned on the 31st of August. It has now been 9 days with nothing even close to a whisper of a response. I understand that the support team is doing everything they can but sometimes you just gotta wonder and that is what brings me here.

All the details are explained and I do only have 1 ticket open currently titled; E-mail/Account Name does not Belong to an Account. It has the required e-mail, username, serial code, at least 1 character name and the error code. All the information needed is found inside.

The ticket number is 120831-015265. Any and all assistance on this matter would be greatly appreciated due to my wait coming onto 9 days now I am starting to get anxious as to if anyone is hearing our pleas. (lol)

Thanks for your time,
Deminent.9123

I keep coming back to my PC to check for an update – It’s late here on the east coast, but I’d love to know if they’re working on these tickets 24/7? Thru the weekend?

The generic e-mail from Lance did more damage than good getting folks hopes up that it was their turn in the tickect que… give us some sign of life with the customer service dpt. please.

Posted thru my wife’s account, ticket 120906-004893, e-mail was changed

I have been banned… My email address is the same, i changed my password. I dont use the password on any other sites. Really interesting they got my Info from another site that didn’t exist. If i had to put money on it GW2 Accounts have been hacked not anything else. I would appreciate a fix soon or give me my money back. 80 bucks for the digital collectors edition.

Account banned/hacked since Aug 29. Posting here to maybe see if maybe this will work, but I’m guessing I will have to wait another weekend to play…

My original Ticket:
Ticket Number: 120829-014001 Created: 08/29/2012

already posted on the players awaiting help but hey title says to post here so no harm in it.
Was banned for RMT, in short like everyone else I got hacked, when I logged in before the hack invintory was gone gold was almost all gone and i was on some random other world when I am supposed to be in Yak’s Bend. Reference # 120904-011013

I’m at the over 100+ hours mark and I finnaly get an email saying to do this and that and change your password and I’ll be able to get back in…

I did all that…

still banned….

wtf!! This is such bs

still posting for Melas.5263
no email or anything its been 30 hours since my last post
? ?¿¿¿ ¿¿¿
check email …. can you please re read over it thanks

just changed password and authenticated email and tryed to log in and still BANNED… Grrrr…I just want to play a game that i was really enjoying for the first time in a while…

I dont understand why its so hard to reactivate these when it was that easy to ban them all so quickly..

My account had been hacked on aug 30 but I was away for a week so it was reported on the 4th of sept. The responses I seem to get are auto that don’t tend to help that much. I see that other people in the forum have had someone respond to them in person which is why I am posting here in an effort to get a response that can help me a little more. I don’t care about any items/gold I just want the 3 sleepless nights of pre-start work back in the form on my character. My ticket is 120905-000818 and i have updated it to have all the info about what has happened. Is there any chance someone can read it and let me know what I need to do/info I need to supply to get my pre-start/beta account back.

Thanks, Dan

Iordgonz.1352:

most people are talking about a Banned account on here, how do you know if you banned?

i’m asking because my situation is a bit different from those who are banned. my account was change and i have no access to it what so ever and i dont see a message saying “your banned”

Chances are whoever has hacked your account hasn’t done so with the intention of playing it legitimately. They’ll have had plenty of time to go on the rampage spamming links to dodgy gold seller websites and the like. So the account has likely been banned, if only to stop the spam and RMT activities.

So the problem is once we actually get our accounts backs, CSR’s who are acting less than thoroughly (re: the recovery page fiasco for people who don’t have account names) we have accounts that are banned for whatever was done during the hack. Which means we’re right back here where we started…

Eventually after 4 days they got back to me on my hacked account. Sent me a link to recover my account. But I get an Error contact Support (I LOL’d at the thought of that).

Do I really have to wait another 4 days for someone to get back to me again ???

Here is the ticket number, screenshot of error message in there: 120904-008678

Dear Gaile,

I am posting for my friend since his account is still not active.
I just received a e-mail from support, with a link in it that i could change my adress etc,
but its gave me an error.
The hacker changed my email adress of my acount, so i don’t know what more info i can really give to get helped.

This is the error i get:

Account Recovery

There’s been an error. Please contact support.

Use this only when you need to reset your password or disable e-mail authentication as directed by the knowledge base.

Please help, i just want to play, i really wouldn’t whine about gear or gold stolen, i can farm it all back.
Just want that account back, thats all i’m asking.
Ty.

Acc Name: Zedu
Ticket: 120905-008159

I just re-updated it.
But i hope the reply here goes faster.
Yes, i also wanted to make a topic, but the mod directed me to a convo with a non-fitting title. This one fits perfectly.

I’m at 120 hours and counting… All I got some stupid bs mass email that did absolutely nothing.

Anyone know how to get a refund? I can’t find it anywhere since there isn’t a 800 number… I guess just doing a chargeback is the best option.

Same thing here. Account recovery shows me error and that I have to contact the support.

120908-000480

I wanted to add my friend to this thread. He was hacked several days ago and his account name got changed so he can’t post for himself.

The self help also won’t work because his email address says no account is associated to it. He has been waiting for days, please someone assist him. I would not like to see him leave the game over this issue but he seems to be at the end of his patience.

We have been customers of blizzard and other large mmo developers and ArenaNet has been by far the slowest. I play TSW and the longest I have had to wait for response by Funcom was 4 hours.

Name: Cheaptricks.2546
Ticket #: 120904-010157

Please help him out. I have been lucky to not be hacked, but this situation has made me lose confidence that Arenanet would be able to assist me in a speedy manner should I ever need it.

I still need help since 2 September

Reference # : 120902-016533

So does "Lance"’s response count as the ticket being addressed, and the 72 hour clock begins all over again? I’m asking for the purpose of my reports to the BBB and Discover.

I just found out that I’ve been permanently banned without any explanation as to why I’m banned. I played the game earlier today with no problems, but now all of a sudden I’m banned until the end of the universe? I have never had any problems like this with any other MMO. I guess I’m comforted by the fact that I’m not alone. But, how about ArenaNet fixing the problem faster? I’m reading posts from people who say they haven’t used the product they paid for in days.

So get this my buddy has been online for like 3 hrs talking with me and this guy is logging on to my account lvl2 thief lol. How the hell can he keep logging on if its telling me im perma banned? Interesting right? i did not make the thief so he has created since the ban super wierd…

I appreciate arena.net quick response to my email… but, I don’t think changing my password is going to get my account unbanned.. I understand it must be difficult but, honestly when so many have done nothing wrong.. This is a joke..

I changed my password on my own. Didn’t fix my perma ban. I was really enjoying this game. Now I just want to set it on fire and tell everyone I know to stay the hell away from it.

There’s a silver lining to my hacked-banned account. In another 100, when the ticket is finally resolved after almost two weeks, I’ll log in and find:

• My Rylock is gone, and my Tome of Influence and Chalice of Glory and Golem Banker are all gone and unused (by me), and I get to suffer through another fun trip in the 2 week support queue, for a “sorry, we won’t restore those items.” So there’s more money down the drain!
• The ticket won’t be resolved until the celebration glasses are no longer available. So I miss out on those. Thanks for rewarding loyal customers by having terrible support!
• All my other gear and gold will be gone, too, so I might as well start over anyway. Hooray! Nothing says fun like slogging through Levels 1-30 again!
• Everyone I play with will be 30 levels ahead and bored of the content when I finally get to it. Solo play is best play, right!

Sounds like they Resetted everything on your account!
Sorry to see that, I feel your pain((

Im with you on all that, but get this… The people who hacked my account are on right now even tho it tells me im banned when i try to log on. I think thats the best part for me

PS. they have logged off and on multiple times, verified and screenshots from my buddy online.

I was having account issues (on a separate account) due to other reasons and have been unable to sign in to the game, the forums, or support. It has been this way for more than 5 days. But I had a guild member tell me that he saw me online recently. I am unable to make a support ticket, so I will refer you to my previous one.

Incident: 120902-015078