Guild Wars 2

Honestly, a mass roleback for all the hacked accounts would prove a faster and more effective fix then sorting through one by one.

The problem with that is that the the hijacked accounts would still be compromised, and that some hijacked accounts have already gotten back to their respective owners and they have continued playing and amassing wealth. There is no such thing as easy fixing this situation. They would really have to roll back on request.

Heres what I dont understand. My Diablo 3 account got hacked. And they have an online restoration link that automates the process.
Why cant Guild Wars do the same thing?

Doing just this would clean a majority of tickets. This is the process from Diablo 3

ArenaNet just send an e-mail to the original e-mail address of the hacked account
Ask for serial key and tell person to change account password
That would unhack the account
Then remove the ban on the hacked account automatically since 99.9% of the bans are from what the hacker did, and therefore no need to review each account for request to appeal a ban.

The only ppl this wouldnt help or those who had the same e-mail password as their guild wars password and have a comprimised e-mail.

And why wouldnt they launch without a mobile authenticator like SWTOR or like D3 has. That would have been the safe smart play.

I have been off about two days and i log in today and i see this message bellow. Why im banned? This don’t make sense at all. Please, solve this issue.
hacked and banned account [Incident:120909-001103]

I was playing today, I don’t think that I did anything against the rules. Tried to log on later on, and got a message that my account has been permanently banned.

how long would i wait , i dont like to wait, i wish support would be great here, my guild would collapse without my leadership, my friends would had lvled till a lvl which i would be mock at.
i dont want to be mock at just because i attempt to login twice on a China network. and on the 3rd login, my account is ban.
this is wrong, and it not my fault!

help?

My friend’s account was hacked. His email was changed, and thus cannot post about it here from his account.

Ticket information:
Incident# 120904-010981

“Sent in Ticket 4 days ago, account email changed. Have only received an automated response that didn’t help at all. I’d really love some feed back.”

Hello.

My account may have been compromised and it resulted in a permanent ban for promoting gold selling. I was able to regain control of my account but just need the ban lifted.

Thanks for your time

Incident Number: 120905-008753
First submitted : 09/05/2012 01:30 PM

My friend zazi got his account hacked into a few days ago, last thursday actually. The people on his account get on regularly but not do anything. They changed his password and his email to his account and are still continuing to pillage his account while he waits patiently for a fix to this problem
Please help him back onto the game and we would be most thankful

Friend got hacked, posting on his behalf on account of he can’t. He has been waiting for his ticket to be resolved for days.

Incident #: 120905-000930

My friends account was hacked on the 3rd and its been five days since and still no help with his account. Yesterday he received a email saying that password recovery would help but not sure how having the account email/name stolen and changed would help him recover his password and account back.
his ticket number is
120904-002176
120904-002137
Please help him before all his stuff is gone (which its probably all gone already) and all his character gets deleted

My wife’s account was hacked the other day while she was playing. She was unable to log back in and upon checking her emails she noticed an email from arena net telling her that her email had been changed and “hopefully it was her”. It baffles me that you can change account setting such as that with out some sort of confirmation step with in the email not just hope its you and cross your fingers.

She submitted a ticket right after and other than the automated password reset email has had no further response. (Tickets120908-000091 and 120907-008310) Pls address this ASAP

My friend (Reuben Vasquez) asked me to post on his behalf since he still doesn’t have access to his account (since 09/04/12). He generated a ticket (120904-010057) after he was denied access to his account subsequent to receiving first an email with a password change request and then an email account change notification from Arenanet. Anything you can do to help would be greatly appreciated.

Thank you.

Account hacked and email changed on September 4th. Incident number 120905-011227. Posting for a friend that was hacked.

Account hacked and email changed on September 4th. Incident number 120904-007892. Posting for a guild mate that was hacked.

I was banned for using a third party program when I did not. I do not even know what to do other than send in a ticket.

Incident Number 120909-001580

Ticket 120904-009425, opened 9/4.

Obviously a hacked account and resulting Ban.

5 days and still no action

My brother account got hacked, post on his behalf since he doesn’t have access to his account.

Ticket 120908-008017

and can someone explain me how it’s possible to change his email with any authorization? only message he gets was

“Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.

Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.

Thanks!

-The ArenaNet Team"

Im not even sure is ArenaNet or some hacker. he submit ticket direcly from guild wars 2 side now we waiting for quick response.

Account was hacked on 28th, finally got it back. Thanks.

I’ve been waiting since 08/31/2012, How do we re prioritize? Just update or make a new ticket?

120908-001074(open)
120901-001243(closed)

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

magnumgoatcolon.4235:

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

If you can log in with your password, do so, and change your password. make sure email authorisation is on, and disconnect any logins from China.

Then update your ticket with info that you have changed your password, that you would like any permanent authorisation to any china IP to be undone, include your serial and present IP and location, and that you have full control of your situation.

After you have done that shoot a PM to one of the Support Staff on here with your ticket number explaining that you were banned, but that you now have control of your account, ask them to check the ticket and de-freeze your account.

PS. You were not perm-banned for protection, someone gained access to your account. That means either you authorised (clicked the link in one of the mails) the log in attempt, or your mail has also been compromised. I would change the password for my mail as well and download some heavy malware protection softs and run a few scans see if they got anything. Take every precaution possible to make sure you have a safe connection, clean computer and secure passwords.

Posting on behalf of my friend. He was kicked to login screen today saying another client has accessed the account, upon re-entering he found his gold missing. A few minutes later was given a black screen and forced to close the game. Upon trying to login again it tells him his password is incorrect.

He cannot access the forums without the password, but has send a support request. His ticket number is #120909-00172

: The account recovery page with the email/serial/character name is resulting in an error whenever he enters his details, with no explanation as to what the error is just that he should contact CS.

Ticket: 120902-006631
After i got my hacked account back, im still banned because the hacker did something against the User License Agreement. I’ve been waiting now 7 days.

Im posting this beacuse my brothers account got hacked. Hes ticket number is 120907-002471. Why doesnt you do something?? Been waiting several days now!!

I waited 72 hours for my hacked account , then I logged in and got that I was permanent banned, my ticket number is: 120908-006095

Thanks for the game and the support!

I had login attempt authorisation email this morning. I ignored it and changed my password instead.

Are Arenanet logging the IP addresses and regions of these hackers? I assume they’re all on proxies and whatnot, but if not, the details for the chap who tried to get into my account is as follows:

Address: 182.84.47.221
City: Beijing
Region: 22
Country: CN

Exact IP isn’t listed on Project Honeypot if it helps.

Chobiko.9182:

magnumgoatcolon.4235:

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

If you can log in with your password, do so, and change your password. make sure email authorisation is on, and disconnect any logins from China.

Then update your ticket with info that you have changed your password, that you would like any permanent authorisation to any china IP to be undone, include your serial and present IP and location, and that you have full control of your situation.

After you have done that shoot a PM to one of the Support Staff on here with your ticket number explaining that you were banned, but that you now have control of your account, ask them to check the ticket and de-freeze your account.

PS. You were not perm-banned for protection, someone gained access to your account. That means either you authorised (clicked the link in one of the mails) the log in attempt, or your mail has also been compromised. I would change the password for my mail as well and download some heavy malware protection softs and run a few scans see if they got anything. Take every precaution possible to make sure you have a safe connection, clean computer and secure passwords.

I’ve already changed my passwords and I run malware protection already. My email password was already different from my game password as well, which is why I don’t think they were able to access my email. That and the 2500 verification emails made me think they couldn’t get in to confirm anything. It seemed more like a brute force attempt but I will add the info you suggested to my ticket if I can.

magnumgoatcolon.4235:

I’ve already changed my passwords and I run malware protection already. My email password was already different from my game password as well, which is why I don’t think they were able to access my email. That and the 2500 verification emails made me think they couldn’t get in to confirm anything. It seemed more like a brute force attempt but I will add the info you suggested to my ticket if I can.

It seems they entered your account, hence the gold-selling ban. If there were 2500 verification emails and you didn’t verify one of them, and as you say your password for your email doesn’t seem to be compromised, then they might have been able to pull the authentication system to its knees and then get into your account.

Either way it seems to me that they entered your account and sold gold. I am sorry you can’t play, but at least they can’t wreak havoc on your account either.

magnumgoatcolon.4235:

Chobiko.9182:

magnumgoatcolon.4235:

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

If you can log in with your password, do so, and change your password. make sure email authorisation is on, and disconnect any logins from China.

Then update your ticket with info that you have changed your password, that you would like any permanent authorisation to any china IP to be undone, include your serial and present IP and location, and that you have full control of your situation.

After you have done that shoot a PM to one of the Support Staff on here with your ticket number explaining that you were banned, but that you now have control of your account, ask them to check the ticket and de-freeze your account.

PS. You were not perm-banned for protection, someone gained access to your account. That means either you authorised (clicked the link in one of the mails) the log in attempt, or your mail has also been compromised. I would change the password for my mail as well and download some heavy malware protection softs and run a few scans see if they got anything. Take every precaution possible to make sure you have a safe connection, clean computer and secure passwords.

I’ve already changed my passwords and I run malware protection already. My email password was already different from my game password as well, which is why I don’t think they were able to access my email. That and the 2500 verification emails made me think they couldn’t get in to confirm anything. It seemed more like a brute force attempt but I will add the info you suggested to my ticket if I can.

Eh, the system won’t let me update my ticket due to my account being disabled. I’ll see if I can figure out how to PM one of the Support Staff.

Don’t know if i got hack, i went to work then got banned for violation.

I posted a ticket but can’t access to the support because “my account is disabled”

How can i see it?

I personally believe they are still working on hacked accounts from the end of august.

A note to those posting about recently stolen accounts….

You are in for a long and horrible ride. riddled with lack of updates and much frustration. The support team is too busy to keep their customers updated or give any kind of eta..

Please be patient. You will need a LARGE dose of patients. I thought I would have to wait 3-5 days…. looks like in reality your wait is 8-10 days. Im on day 6… getting close i think …..

yay for me.

Sad for you =( IM so very sorry this happend to you. be patient. be patient. and then when you think you have been patient… be even more patient.

Idk why they dont just come out and tell people “we have 3 support staff, 20,000 tickets, it will be 2 weeks to resolve your ticket and get you into the game”

Maybe that would cut down a lot on the moaning and crying in the forum.

Hacked account (changed email)

ticket number: 120908-002833

Thanks

Account was hacked. Had not played in a few days and come back with a cleared out inventory and no gold. This was with a very specific password for this account only. I live alone and do not share this account with anyone. I’m a software developer and have no chance of a virus or key logger. Changed password again though just now. This is NOT something that was socially engineered to hack my account. This was most definitely something from Arenanet side that was compromised for this hack on my account.

Is there any thing else I need to do besides post in this thread?

please help…my account is banned permanently, saying I have use a bot or other third-party program. I only went afk while I was working with my client. Please help! I have spent $100s on the game and the diamonds = =…this is crazy…the game is so fun and I keep inviting my friends to play, now I am the only one who cant join them. How ironic is that.

Please help!!!

GaileGray.9587:

Please, please, please read this: Do not submit multiple tickets. Submit one ticket and update it with more information, or update it to ask for more information about your status. Multiple tickets clog the queues, and they actually slow the process of answering you.

Thank you for reading.

Update to ask for ‘MORE’ information about your status?!

How about ANY information? Been hacked since Tuesday at 6pm PST (that’s 110hrs). At what wait time do we get the first bit of information? I’m interested so I can understand when to expect ‘MORE’ information.

Already posted my ticket on this board two days ago. (Not going to post again per Gaile’s request).

Customer andrew roberts via CSS Web 06/09/2012 12:06 PM

serial code.xxxxxxxxxxxxxxxxxxxxxxx

Customer andrew roberts via CSS Web 05/09/2012 07:05 AM

it would also appear that my account has been moved to a different server.

Customer andrew roberts via CSS Web 05/09/2012 06:45 AM

my display name was babylon.1645 when i created the account and now displays as babylon.1647 when i post on the forum.i have not changed this.

Customer andrew roberts via CSS Web 05/09/2012 04:33 AM

i have just tryed to log in after the patch and my account says it has been banned.i have recieved no emails or reason why this would be so.
could someone please enlighten me to the reason?
Reference Number
120905-003680

Status
Updated

Created
05/09/2012 04:33 AM

Updated
06/09/2012 12:06 PM

Product
• Guild Wars 2

Hi.
My boyfriend’s account has been hacked within the last 24 hours. He got an email saying that the email for the account had been changed, no authorisation or anything required. Somehow they were able to log in to his account from god knows where without a notification sent to authorise the login from a new place.
His character is online now but I know he isn’t because he is complaining about not being able to log into his account. He sent in a ticket.
Please help. He’s considering hunting down hackers and chopping their hands off (/joke) xD

Now at the 87 hour mark with no response or fix while my girlfriends account is used to spam for gold sales. Incident number 120906-000237.

Hi.
My friend has been hacked on the 7th September. He got an email that his email-adress got changed. The Recovery-page doesn’t work for him, he is getting an error everytime. He already contacted the support, his reference number is 120907-003676.

Thanks~

Hi,

My friend probably hacked account, because when you try to log on I get the following error:
Error Code: 3002:1008:1:462

Can not log in to your account to change your password or email address, as it changed its address to another address.

Reference #: 120908-005097

Status: Updated

Date Created: 09/08/2012

I didn’t play 2 days to deal with my business. In my free time, i write a ticket about daily September month achievement didn’t reset [Incident: 120907-004858] and hope it was fixed when i’m come home.
When i’m come home and log in, the launcher said i was Permanently banned for hacking ! I write another ticket about this [Incident: 120908-002631]. Today it change the message ‘’ Your Guild Wars 2 account has been terminated for modifying or tampering with the game !?". Please don’t tell me my account have been deleted, i spent so much time to reach the current stage. I never use cheat, bug exploit or third-party illegal programs so please analyze my case carefuly and bring back the truth for me.

Hello,

Today i’ve tried to log in to see if something has changed and i got this msg: Your Guild Wars 2 account has been terminated for a breach of the User Afreement and/or Rules of Conduct. This action is permanent.

Reason:20

what seems to be:

20. You may not use any third-party program (such as a “bot”) in order to automate gameplay functions, including playing, chatting, interacting, or gathering gold or items within Guild Wars 2. You may not assist, relay, or store gold or items for other players who are using these processes.

But i never used any kind of third-party program, just SKYPE to chat with my friends when i was playing…

Just see in my account i was lvl 38 in like 2 weeks and got like 1 gold…

how could i have used a bot or any kind of program with numbers like that?

Please resolve this.

Does not seem to be fair be TERMINATED for NOTHING like that.

I’m very disappointed how could i get in that situation by doing nothing.

I hope it get reverted.

Thanks.

Reference #: 120905-000508

Perma banned, I guess it was hacked because I didnt do anything wrong.

Reference # 120904-005201

My friend account was hacked and email changed on September 4th. Incident number 120904-007222. when u reply that ticket, it just a account recovery system and its not working with error come out, plese take a look on this.
Thanks.

Cartodd98.8243 submitted incident number # 120908-005238

I am posting this on behave of cartodd98.8243 since his account has been hacked and his email changed thus he is unable to log into the guild wars 2 forums to post this himself.

Great system you have there, allowing the email to be changed so easily with no real verification required. I hope this is being looked in to and some serious changes are being made.

Tried to log in this morning and got a message saying my account was permanently terminated. So it was banned.

Incident: 120909-004499

I hadn’t logged in for days, and just tried this morning
I thought my password was so cool and secure too

I’ve received a response suggesting that i change my password and i have done that but I’m still banned from the game. Any idea when you will release my account again so that i can join my friends in the game?
my ticket number : 120905-003185