Guild Wars 2

Ticket Reference #
120907-005718

My account got hacked and I opened a ticket last week. I logged onto my wife’s account and on her friends list it shows my warrior online. I checked three times today and whoever stole my account has been online all day. Is there anyway to stop this, until my account can be restored to me?

same here, i see my wifes character online now, and he doesn’t even respond to my death threats…

Ticket# 120910-000588

Please fix this!

Have there been others that have seen their accounts logged on after they were hacked?

Shiny.1905:

Have there been others that have seen their accounts logged on after they were hacked?

yes, quite a few actually… keep an eye on your bank statements, lots of times they like to use any credit card info associated with the account to buy gems

Have there been refunds for gems bought? or do we need to cancel the cards outright? or has something already been posted about this?

Shiny.1905:

Have there been refunds for gems bought? or do we need to cancel the cards outright? or has something already been posted about this?

NCSoft will work with you on refunds of gems from what I have seen on the forum users posts and mods responses.
They will usually store your card info and attempt to sell it (the hackers). In many cases you need to cancel the card if you see fraudulent activity on your account , call your bank immediately and notify them of the situation, many banks already have NCSoft on a watch list for this type of issue, however, if you do not see any activity on your account then they may not have gotten to your credit card info. the wiki I believe has more information regarding this topic.

If your account had your credit card details stored previously (something you clicked yes to) when you bought gems earlier yourself, and if your account is now stolen: YOU MUST IMMEDIATELY CALL YOUR BANK AND CLOSE YOUR CARD!

In another thread arenanet said they did reimburse gems purchased after your accounts were stolen. You have to put this in your ticket if that is the case. You can see that on your bank statements when you talk to your bank.

If Arenanet does not cooperate to refund your stolen money, you can ask your bank for a chargeback, based on the fact that the gemshop did not provide and option to remove stored cc details, thus making you vulnerable to this kind of fraud. Its important in that case to tell your bank that the gemshop either stored your 3 digit cvv number on that initial purchase or just did not add that security at all for subsequent purchase, which isnt in line with VISA nor Mastercard pci requirements for online merchants.

However, if you are calm and explain to Arenanet in your ticket what happened, how much was stolen from your account etc, it is in their best interest to reimburse you, rather than go into chargeback dealings with your bank. And Gaile (sp) has stated elsewhere that they definately prefer to reimburse people who had this happen to you.

Im sure it has to be obvious that your account was in fact stolen, that your cc details were stored and that you reported the account stolen in a timely manner.

http://en.support.guildwars2.com/app/answers/detail/a_id/9212

Yes I reported the account stolen almost right after it happened… I was in game playing, went to a waypoint and then got up to go to the kitchen to get some food. Came back about 20 mins later and the game said “Network Error” or something like that and it logged me out of the game. I tried to log back in and it said that my email was not associated with a GW2 account. Then got the email that my email was changed so I reported it.

Shiny.1905:

Yes I reported the account stolen almost right after it happened… I was in game playing, went to a waypoint and then got up to go to the kitchen to get some food. Came back about 20 mins later and the game said “Network Error” or something like that and it logged me out of the game. I tried to log back in and it said that my email was not associated with a GW2 account. Then got the email that my email was changed so I reported it.

were you able to log back into your account and change the email address to a different email and change the password?

If you move fast enough, in some cases I have seen users reverse the change pretty quickly and get their account back, give it a shot, might not be too late…

Yeah I tried that first but the website would not let me log in either.

Shiny.1905:

Yeah I tried that first but the website would not let me log in either.

ah, they probably removed your approved location info… a-holes

ya my bothers account got hacked allmost the same way and he is on day 4 of waiting to see them fix it , i have been seeing his guy on and offline but at least they are leveling him up on his main dude. he cant even get tot he forum becasue he it wont take his email and it is also funny that all this started the day they launched GW2 in china

Same problem here. My gf’s dad’s account was hacked late Saturday night and the hacker is online right now and moved his char over to a french server. Someone needs to put a stop to this.

if they are online right now take a screen shot of it and make a new post with the pic in there!! it will help it move along

moonslightv.6704:

Same problem here. My gf’s dad’s account was hacked late Saturday night and the hacker is online right now and moved his char over to a french server. Someone needs to put a stop to this.

Yeah, it would be nice if there was an automated system to disable any account that select “Hacked Account” from the dropdown during ticket creation…

Here is a screenshot from my wifes account(Shiny.1905) showing my hacked account(Shiny.1635) online.

Shiny.1905:

Here is a screenshot from my wifes account(Shiny.1905) showing my hacked account(Shiny.1635) online.

that has to be annoying to see…

Should I sum this ticket up with the pic in a new post?

looks like it got mod attention on the other case…
not an advocate of spam, but worth a shot I suppose