Guild Wars 2

On behalf of my friend who can not log on i am posting this for him

I’ve supported your game since the first one, look on my original GW1 account and you will see the same characters and the same email address for the account, I’ve also provided my key and still nothing, your company has several options and you’re burning your client base. These problems occurred with SWTOR and look what happened to their base it diminished incredibly within the first 2 months because of issues that cannot be fixed, or are not being handled properly

I can also give you the info on my credit card that I’ve purchased more than 30$’s thus far, and if this is not handled correctly I will fail to see the reason to continuing to support this company.

These purchase’s are within the first 2 weeks as well, and that is more than paying for a sub for any other MMO for a 2 month period, You have No phone support to speed up the process, you have a bot sending emails and not looking over the problems and fixing them. Instead youkitten off customers by doing these steps in order to weed out people who have bad troubleshooting issues. You could easily fix a lot of this with a few people on the phones and keep your client base happy, I’ve called blizzard before and within a hour my problems were solved and it had to do with a hacked account. With this its now been over 72 hours and still no fix on the horizon and I high doubt your staff works on the weekend so now I wait what? a week for an easy fix.

I’ve supported your game since the first one, look on my original GW1 account and you will see the same characters and the same email address for the account, I’ve also provided my key and still nothing, your company has several options and you’re burning your client base. These problems occurred with SWTOR and look what happened to their base it diminished incredibly within the first 2 months because of issues that cannot be fixed, or are not being handled properly, also Incident: 120906-006671 is the number for my issue.

Account hacked!

Hacked Account/Banned [Incident:120908-000325]

Since friday!

I want to play again ;(

cdnJynx.6102:

i know the feeling, my original GW is no longer existant
and now my hubbies account got hack a few hours back, and we have no response
from any kind of support besides the BE PATIENT bs. There’s patient and there’s doing nothing and let the customer squirm around wondering what to do to get a definite answer on whats gonna be done with the situation.

Personally the path that Arena net is taking seems to be going downhill ..not gonna be surprise if the player based dwindle downs.

i miss RIFT T_T, i might go back to playing vindictus till i can afford to play rift again. where i know support is actually alive.

Account restored.

I put my ticket in on the morning of the third. Waited and responded to all emails I recieved and just had my account restored. No ban and no characters or items were touched.

I hope this gives some people hope. Hang in there.

My brother’s account got hacked on September 6, and he could use some help getting it back. His ticket has all the requested account information (original name, serial, original email address). He’s gotten one response about the recovery page, but because his account name and email address have been changed, it doesn’t work. Ticket number is 120906-007559. Thanks!

Tropes.9216:

Account restored.

I put my ticket in on the morning of the third. Waited and responded to all emails I recieved and just had my account restored. No ban and no characters or items were touched.

I hope this gives some people hope. Hang in there.

That’s just the problem right there. How are these being prioritized at all? Looks like others have been waiting since release others a week, two weeks, etc…

threekoins.3291:

Tropes.9216:

Account restored.

I put my ticket in on the morning of the third. Waited and responded to all emails I recieved and just had my account restored. No ban and no characters or items were touched.

I hope this gives some people hope. Hang in there.

That’s just the problem right there. How are these being prioritized at all? Looks like others have been waiting since release others a week, two weeks, etc…

I assume some (albeit not all) people are grossly exaggerating their wait. I for one have been waiting since the afternoon of the 4th so ‘IF’ there is a line, my turn should be coming up.

Alright I got hacked by a gold seller and he advertised, stole my gold, and then got me banned. It’s obvious if you check the IP address of where it happened probably 10000 miles away from where I live. Submitted a ticket and was told to do stuff I was unable to cause i’m permanently banned. I’ve already replied to the ticket, but haven’t gotten a response in days. Please assist me, i’d really love to recover my account. Thanks for the hard work!

The reason people are openning multiple threads is because you are not listening to them. Quit complaining and get on with getting people into the game.

My ticket was raised on Sep 4th with nothing but the “Lance” email “fix” that doesn’t bloody work. That’s really not good enough.

Hire some people and look at your security, this whole situation could have been made much easier with a little investment into better security measures. Not saying we as customers were faultless but it’s costing you a hell of a lot more in time and money and loss of good faith, that it would have been to develop a mobile authenticator or something.

threekoins.3291:

jimdove.5704:

well ive not been hacked but for no reason at all my account has been suspended for 71 hours (what an odd time hehe) anyway when I try to log abck in I get the banned for abusive language msg. I find this totally unacceptable not only NOT receiving a warning, or an e-mail of proof of this so called abusive language. What annoys me most is the /m always has 2 or 3 trolls who verbally abuse new players simply asking questions OR people just chatting in /m These ppl are still there, same names i remember from day 1. all swearing and abusing “noobs” both in PVE and more often in WvW as well as the goldspamming bots adverts going off now and then. Of course Ive reported such people and I get banned?!?!?!? FS Anet what are you thinking? I exepct a response via email with so-called PROOF of what was said and where it was said (there will be none) and my account immediatly re-enabled. I will be asking my cc company to get a charge back from you as you clearly are not providing me with what you sold. If this and what Ive read above is how you treat your customers I would rather not play and get a refund. Thought blizzard with D3 was poor but this takes the cake

I am in the same boat as you are! I have been waiting here checking my email like every min and reading what others have said and posted and re-reading the rules and conducts. Yet, I have never received any email or in game notification what I had done . What is going on? There are no definite answers any where!

think the best we can do is get our cc companys onto it and get our money back. I certainly will not be playing if I have no reply before monday. This is unfair and a rip off.

Hacked and banned with no response for a week now. What exactly did my friend pay for?

jimdove.5704:

threekoins.3291:

jimdove.5704:

well ive not been hacked but for no reason at all my account has been suspended for 71 hours (what an odd time hehe) anyway when I try to log abck in I get the banned for abusive language msg. I find this totally unacceptable not only NOT receiving a warning, or an e-mail of proof of this so called abusive language. What annoys me most is the /m always has 2 or 3 trolls who verbally abuse new players simply asking questions OR people just chatting in /m These ppl are still there, same names i remember from day 1. all swearing and abusing “noobs” both in PVE and more often in WvW as well as the goldspamming bots adverts going off now and then. Of course Ive reported such people and I get banned?!?!?!? FS Anet what are you thinking? I exepct a response via email with so-called PROOF of what was said and where it was said (there will be none) and my account immediatly re-enabled. I will be asking my cc company to get a charge back from you as you clearly are not providing me with what you sold. If this and what Ive read above is how you treat your customers I would rather not play and get a refund. Thought blizzard with D3 was poor but this takes the cake

I am in the same boat as you are! I have been waiting here checking my email like every min and reading what others have said and posted and re-reading the rules and conducts. Yet, I have never received any email or in game notification what I had done . What is going on? There are no definite answers any where!

think the best we can do is get our cc companys onto it and get our money back. I certainly will not be playing if I have no reply before monday. This is unfair and a rip off.

How I understand this is they are putting the weight of responsibility on the customers to submit the tickets and having us wait for their responses because of their lack of implementing a security system that actually works. Why not have used a system that has worked for other games i.e. customer support hotline, rather then changing everything without testing it first.
Still waiting for an email or contact from them…

I’ve been playing the game since Headstart without much in the way of issues. In fact, I often praised ArenaNet for a relatively smooth launch (at least for me, I can’t speak for everyone else.)

September 1 I was notified by email to attach Email Authentication to my account, which I did, approving my own IP address. No other Authentication requests have come through from anywhere else. The only person playing on my account is me. So I’m fairly certain I haven’t been hacked or my account compromised.

Last night, after the recent Build Reset, I was running around Timberline Hills and out of nowhere poof I get kicked offline with the message that I’ve been permanently banned for hacking. As of yet, I have heard nothing from ArenaNet, which is understandable given the sheer amount of load they have, but someone suggested posting here. So here I post.

Posted for a friend, since the email address on his account was allowed to be changed:
120908-006654

He also added:
“The fact that two-factor authentication is not available is horrible. I used an original password for this account, yet it still was compromised – it wasn’t the ‘lets blame the user by accusing him/her of reusing the same password on multiple sites’ scenario that has been floated. I received an email that there was a request to change my email information on my account. I tried to log in within 5 minutes, but my account was taken. Maybe if your email validation feature worked the first ten time I tried to verify my account, I wouldn’t be in this situation. This is a class-action suit in the making”

Tahira Razorstride.9480:

I’ve been playing the game since Headstart without much in the way of issues. In fact, I often praised ArenaNet for a relatively smooth launch (at least for me, I can’t speak for everyone else.)

September 1 I was notified by email to attach Email Authentication to my account, which I did, approving my own IP address. No other Authentication requests have come through from anywhere else. The only person playing on my account is me. So I’m fairly certain I haven’t been hacked or my account compromised.

Last night, after the recent Build Reset, I was running around Timberline Hills and out of nowhere poof I get kicked offline with the message that I’ve been permanently banned for hacking. As of yet, I have heard nothing from ArenaNet, which is understandable given the sheer amount of load they have, but someone suggested posting here. So here I post.

Exact same thing that has happened to me. Why is there nothing being said from Arena Net about this. What have we been banned for? Playing the game? Being hacked?

Account hacked apparently and banned, ticket filed on Friday but still waiting for resolution. Self-help didn’t help at all.

Artac.9302

Account hacked on September 8th. Anything that wasn’t account bound was taken including collectables and money.

My account got hacked and I dont know how. Yesterday I was able to login and play. When I tried to login today it said that some unautherized guy logged in and causing my account being suspended till it was fixed. I ressetted my pasword multiple times now and I made a ticked which isn’t getting answered.

120908-005907

On behalf of my friend who can not log on i am posting this for him, his account was hacked 4 days ago *(September 4th) and he has sumbited a ticket 120905-009078 but no one has really gotten around to helping him.

Thank you

My friends account was hacked and can’t log into the forums to post anything, and was hacked on the 2nd but only got 1 reply, has updated the information in ticket number 120903-003496

My friend got his account hacked awhile ago now ref number 120906-004479 They changed his email address so hes not able to post on his own behalf.
Saw this sticky so posting in here for heaven.4985 .
Un sure if the bot on the account has been banned or is still using the account.
He recived the automated responce from lance but ofc as he doesnt have an email linked with the account any more it doesnt rly help him.

Hacked/Perma Ban: 120904-006357
Been banned since Sept. 4, please help.

Posting on behalf of a friend whos account was hacked: [Incident: 120905-008423]. Email address was changed and can no longer access his account. The alotted time of 72 hours has passed since creating the ticket and still the issue has not been resolved. Hacker has changed login email so the “Account Recovery” solution is of no use, and has since moved the character to a french server. Please look into as soon as possible.

Incident: 120908-007976

Hacked/Banned haven’t played for a few days went to get on this weekend and the password was changed. Changed it back and got the “Unauthorized Individual” message.

Incident: 120905-004759

Compromised Account. Recovery does not work as the “hacker” changed my E-mail address bound to this account.

I’ve been playing the game since Headstart without much in the way of issues. In fact, I often praised ArenaNet for a relatively smooth launch (at least for me, I can’t speak for everyone else.)
September 8 I was notified by email to attach Email Authentication to my account, which I did, approving my own IP address. No other Authentication requests have come through from anywhere else. The only person playing on my account is me. So I’m fairly certain I haven’t been hacked or my account compromised.
Last night, after the recent Build Reset, I was running around Timberline Hills and out of nowhere poof I get kicked offline with the message that I’ve been permanently banned for hacking. As of yet, I have heard nothing from ArenaNet, which is understandable given the sheer amount of load they have, but someone suggested posting here. So here I post.
ticket number 120908-002745

Incident: 120909-000383

Compromised Account: Posting for a friend who was hacked moments ago, their email address and password have been changed. In-game username is Adelise.5083, no one has attempted to log into said account as of yet.

Friend has also submitted a ticket with a different ticket ID, [Incident:120909-000323]?

120906-010208 is my ticket number. Any chance anyone can do something about this? I’ve got 1 email from AN about this situation, and I followed the directions in the email to change my account password. I figured upon completion of that my account would be unbanned, but it’s still a no go. At this point, any help or response would be greatly appreciated.

Ok short but sweet, my girlfriend and myself both created accounts and began playing during the 3 day prestart. We have both been playing no problem, but as of 75 hours ago her account was hacked, states that her email is no longer attached to an account. I put in a ticket then and there( incident number 120906-000237) it has now been 75 hours and the only responses I have recieved are the automated ones that are of no help. The icing on the cake is at this very moment that I am typing this, her account is online and spamming gold selling messages in gendarren fields…please someone help with this situation.

I posted about my ticket earlier, but failed to include the ticket ID. Should probably do that.

Reference # – 120908-002075

Posting for my girlfriend, it has now been 75 hours with no response to her hacked account and the little * are online NOW playing/spamming gold on her account, need some help here, ticket number (120906-000237)

Join the club. 11k+ accounts compromised. I’ve been waiting for 9 days with no help.

11k counts tells me its no “systematic list” that there has been some kind of internal breach, give it a bit more then time for a charge back and say screw it, not paying for something we cant use.

Ooops I think I just reported her in-game…!

But seriously though, here’s the deal they have a small team dealing with thousands of support tickets. If they were to get this rolling they would have to outsource… or do massive new hires, both aren’t really that feasible at this moment, so just have patience.
I believe you are best off making sure your own account is secure. Use the best spyware detectors, clean your computer, make a new gmail with two-step authentication use it for your GW2 account and make a secure password (16+ characters). I recommend for passwords to do something like, four random numbers, four letter random word, another four letter random word, four random special characters, four letter random word (20 characters all together). It is easy to remember and should have high entropy, and be hard to guess due to its length.

As for your girlfriends account, have patience or wait. If the email changed on that account you could try sniffing it out, and breaching it yourself.

I hope your girlfriend learned the; no same password lesson this time. It should benefit her in the future.

lol oh yeah I imagine that account will be banned for the gold spam LONG before we get that account back lol. My account is online atm attempting to harrass whomever is online playing/spamming gold with her atm. Makes me feel better at least.

can someone please help me unban my account.
all i did was connecting to my Guild wars 2 account while in China.

i am sorry for playing game while at work. but come on…
!

I imagine the fact that most of the account hacking attempts appear to have been coming from China will have something to do with it- you’ll have to open a support ticket.

To all who have had their accounts hijacked, and those who are still “safe”

Please, for the love of this game, clean your computer, get proper internet security, change your GW" email address to a new and unique one, and finally CHANGE your password to a Random 16+ Character password.

No accounts as far as I am aware has been hacked. The terminology is wrong, most people on here complaining about their accounts being hacked, has had their accounts hijacked. That means that their account’s email and password were compromised.

Most of you who claim that you had a unique password, unique email, no spyware, etc. are lying. Stop doing that, it doesn’t help you or anyone else’s situation.

Now some of you might have had a very safe computer, unique password, etc. etc. However if you do not have proper internet security, your wi-fi network is not secure, or you have ports open, windows remote desktop support on, or you simply visited the wrong website. Chances are that some hijackers out there are hacking into your computer, spying on your network, looking at the data you are sending out. There are lots of ways to get a hold of your accounts. So make sure you safeguard yourself before doing anything else with your GW2 account.

Finally, ArenaNet is working hard on this now. Your support tickets are being handled as rapidly as they can, with them also hiring new staff. Now some of you suggest outsourcing this problem. Well, if you are happy with some random third party getting their hands on your credit card, e-mail, and password then, yes, that sound like a great idea. Really though, no. ArenaNet has to hire new people train them, then make sure they follow the guidelines for proper personal information handling <- Takes a lot of time.

So, please no more moaning, post your support tickets, don’t explain your situation for the sake of harvesting sentiments, be precise and informative.

And above all, be patient.

Thank you

Posting from wife’s account;

Kreivi.7604 hacked on Friday. Prior to this I had problems verifying the e-mail, the links provided by the launcher client always returned a “Link expired” or something similar.

I have two support tickets open;
120909-000552 done at help.ncsoft.com on 8th
120907-004368 done at support.guildwars2.com on 7th

Also I noticed that I could’ve regained access to my account by simply knowing the “Kreivi.7604” and a correct birthdate (which is now changed from mine). Or is there further verification beyond that point?

My friend’s account got hacked
Posting on his behalf

User : martinweng.2896
[Incident:120909-000767] and [Incident:120909-000783]

He submitted 2 tickets as he missed out some details on the first

WasabiB.8140:

Posting from wife’s account;

Kreivi.7604 hacked on Friday. Prior to this I had problems verifying the e-mail, the links provided by the launcher client always returned a “Link expired” or something similar.

I have two support tickets open;
120909-000552 done at help.ncsoft.com on 8th
120907-004368 done at support.guildwars2.com on 7th

Also I noticed that I could’ve regained access to my account by simply knowing the “Kreivi.7604” and a correct birthdate (which is now changed from mine). Or is there further verification beyond that point?

Look at this:
http://en.support.guildwars2.com/app/answers/detail/a_id/9212/kw/reset

And this:
https://account.guildwars2.com/recovery

Posting this on behalf of a guildie, he hasn’t been able to get into his account for 4 days and has been waiting for support to get back to him for the same amount of time with no response, his ticket number is

Incident # 120905-008315

Sadly this happened to my gf as well and it took them about 48hrs to even shutdown the account.. (or until the hacker stopped logging in)

You should hope the account gets banned as it at least protects the account from further hijacking/harassment.

Please un ban my account [Incident: 120906-005095] now getting this new error message.

My account was hijacked on Monday Sep. 3rd around 1 AM PST. I logged in to find my character somewhere other than where I left her, went to the bank and discovered nearly everything in my bank and on my characters was missing. I had tried several times to authenticate my e-mail but I got an error every time. I explained this in the original report btw.

I created a ticket [Incident: 120903-010827] at around 11 AM PST Sep. 3rd and didn’t get a reply of any kind until late on Sep 7th. “Lance’s” reply? Instructions on how to authenticate my e-mail. Really?

So I replied that in the 4 days I was waiting for a response I had the great fortune of having the e-mail authentication actually work and the e-mail was authenticated. I then explained again that I didn’t need help with that I needed my account restored, rolled back, or items restored.

So today I get a reply from Olmar saying that I’m sorry you lost money but we can’t restore currency to accounts, thanks for the understanding, I hope you can continue to enjoy the game. Nowhere, in any of my e-mails or in the original report, did I say I lost currency. My characters and bank were ransacked. I lost hundreds of items that took dozens of hours to acquire.

I have heard of plenty of people getting their accounts restored, yet this guy says there is nothing they can do for me.

I quit playing SWToR because of terrible customer service, but right now you guys are making them look pretty good.

Chobiko, I’ve been waiting 4 days for my hacked account to get retrieved, I honestly DO NOT want it to be banned, as that is translated into another (god knows how long) aggravating wait period. I’m sure my characters, and anything of value have already been deleted/lost/sold, and the guild I lead, the hacker left, without establishing someone as a new head, so the guild is at a dead end because I doubt Anet would fix that for me…so..really the only thing that kept me from making a new acc and getting a refund for my hacked one was my guild and my chars but since both are lost.. I really don’t even want to play a game with such a bad company leading it.

Luminard.9534
120906-003049
It’s been 6 days with nothing but a copy paste reply from lance that has nothing to do with the problem.

I am sorry to hear that.

Next time make sure you are a bit more paranoid about account security and you won’t suffer that much.

ANet is doing what they can about this, rolling back accounts would probably take more effort than they can afford right now with this amount of hijacked accounts.

Go here and open support ticket
http://en.support.guildwars2.com/app/ask/session/L3RpbWUvMTM0NzE1ODc3MS9zaWQvY0lRWjNONWw%3D

Put hacked or banned in subject line to prioritize

and give them serial and account name and ur info in the body and tell them what happened.

That will start the process and get u in the que to fix.