Guild Wars 2

Earlier on (around 3pm GMT) I was playing, as per usual, when I got kicked off my account saying that somebody else was trying to access it. So I did what any normal person would do, ran a virus & spyware scan, once the results were clear I beefed up my security by adding the Google authenticatior, then stayed logged in for a while.

So, I stopped playing GW2 today around 9pm, to go play some League of Legends and some Trine with my wife. Come back (2:37am GMT) to a message saying my account has been permanently banned due to gold selling or assisting with gold or item sales?

Is there any way I can actually appeal this? I’ve been a guild wars player since 2006, I even shelled out for collectors editions of Nightfall and Guild Wars 2, I’ve never once bought or sold gold nor have I had a reason to, especially with Gems in GW2, seeing as if I need cash I can buy a code from the supermarket..?

You need to contact support. Top of page-support, top of page- submit a request. If you were hacked they can reverse this and get your account back.

Astral Projections.7320:

You need to contact support. Top of page-support, top of page- submit a request. If you were hacked they can reverse this and get your account back.

Thank you, I didn’t see this. Probably due to the rage in all honesty. This is really really annoying.

Remember, CS locks accounts they believe are compromised to protect the account for the actual owner. This is a security measure to protect you, and your game assets.

Inculpatus cedo.9234:

Remember, CS locks accounts they believe are compromised to protect the account for the actual owner. This is a security measure to protect you, and your game assets.

I’d be more appreciative of this if I didn’t already, after thinking it might be compromised, take the necessary measures to add more security to my account.

Well, once compromised the usurper can lock you out of your own account, often, and less damage is done if the account is locked until CS determines who the actual owner is. Also, any account found breaking the rules of the ToS must be shut down to protect the health of the game. It benefits all of us, in the long run. =) My account was locked when suspected of Gold-selling. A few emails to CS and it was returned.

Regardless, once you have contacted CS and proven you are the actual owner, the account will be returned, and if requested, and determined it was compromised, an Account Restoration can be obtained.

Inculpatus cedo.9234:

Well, once compromised the usurper can lock you out of your own account, often, and less damage is done if the account is locked until CS determines who the actual owner is. Also, any account found breaking the rules of the ToS must be shut down to protect the health of the game. It benefits all of us, in the long run. =) My account was locked when suspected of Gold-selling. A few emails to CS and it was returned.

Regardless, once you have contacted CS and proven you are the actual owner, the account will be returned, and if requested, and determined it was compromised, an Account Restoration can be obtained.

Well, I’ve submitted my ticket so I’ll see what happens. I’d say I have my fingers crossed but I shouldn’t even need to :/

Frequently, it has turned out that it’s email accounts that are getting compromised, not computers. Make sure the email account you are using is also secure: unique password (not the same as for any game or website, etc).

Good luck!

Illconceived Was Na.9781:

Frequently, it has turned out that it’s email accounts that are getting compromised, not computers. Make sure the email account you are using is also secure: unique password (not the same as for any game or website, etc).

Good luck!

Indeed, as far as I am aware, the E-Mail account is secure. It is quite an old account so I may end up swapping to a new one, when/if they give me my account back. Still waiting for a response for my ticket

Gaile Gray.6029:

A common pattern we see is where a hacker steals an account and then uses it to advertise. We lock down the account if we know it’s been compromised, and we also take action on RMT advertisers. So there can be an unhappy crossover where the account is stolen, used for bad things, and then is locked because it appears the account owner is involved in those bad things, when in fact the RMTer/Hacker is engaged in those activities.

Don’t worry, we do see such situations on a regular basis, and the team will be able to help you if the account was compromised and used for nefarious purposes.

Thank you for the response, Gaile. Just waiting for my ticket to be seen right now. Dammmm those gold sellers :/

Question: If they deleted characters to advertise their websites or whatever, would I be able to get an account roll back to when those characters existed?

Elas.9052:

Gaile Gray.6029:

A common pattern we see is where a hacker steals an account and then uses it to advertise. We lock down the account if we know it’s been compromised, and we also take action on RMT advertisers. So there can be an unhappy crossover where the account is stolen, used for bad things, and then is locked because it appears the account owner is involved in those bad things, when in fact the RMTer/Hacker is engaged in those activities.

Don’t worry, we do see such situations on a regular basis, and the team will be able to help you if the account was compromised and used for nefarious purposes.

Thank you for the response, Gaile. Just waiting for my ticket to be seen right now. Dammmm those gold sellers :/

Question: If they deleted characters to advertise their websites or whatever, would I be able to get an account roll back to when those characters existed?

Accounts that were hacked can get one account rollback (account restoration) per the lifetime of the account. This rollback does not include guild banks so if they cleaned out your guild’s vaults, including any personal guild, all that is lost.

Since you only get one it’s important that the computer be secure before it’s done and that it remain secure.

http://wiki.guildwars2.com/wiki/Account_Restoration

If Support mentions a compromise, ASK for information about when and how long the compromise happened. You need this info when you request the rollback.

Brother Grimm.5176:

If Support mentions a compromise, ASK for information about when and how long the compromise happened. You need this info when you request the rollback.

Will do, thank you.

Another question: Is it possible to change my login e-mail at all, I know it used to be an option but I can’t find it anymore?

Elas.9052:

Brother Grimm.5176:

If Support mentions a compromise, ASK for information about when and how long the compromise happened. You need this info when you request the rollback.

Will do, thank you.

Another question: Is it possible to change my login e-mail at all, I know it used to be an option but I can’t find it anymore?

Support can change it for you. You just have to ask them in the same ticket.

Ellieanna.5027:

Elas.9052:

Brother Grimm.5176:

If Support mentions a compromise, ASK for information about when and how long the compromise happened. You need this info when you request the rollback.

Will do, thank you.

Another question: Is it possible to change my login e-mail at all, I know it used to be an option but I can’t find it anymore?

Support can change it for you. You just have to ask them in the same ticket.

All sorted now, thanks for the help everybody. A mod can close this now. Cheers.