Guild Wars 2

My friend is unable to access his account since today (was fine yesterday) he cannot authenticate his account because he’s not receiving the email for it anymore, potentially got his email hacked or something but his gw2 account information did not get changed and it seems like the possible hacker cannot access the game account. My friend said he sent a support ticket about 10 hours ago and still no response from the support team. He also cannot login on the gw2 website with his game account because of the authentication issue. If anyone has got a similar issue please share information on what happened, how you got it fixed and what not etc.

He got 15k achievement points, has 5 legendaries, is a top ranked pvp player and has been playing actively since launch and we really need him to have his account back for the Tournament of Legends and to practise.

He doesn´t have the serial code but all the other information needed.
His ticket number is 813321

While he should get an auto response pretty quick acknowledging the ticket, a first response from a person can take 24 hours. The time varies depending on how busy they are. He might get a response within a short time.

He can read this thread not getting our emails just in case it’s an email problem and not a hacker.

If that’s not it he should run a security sweep of his computer if he hasn’t already done so. After that he should change the password on his computer’s email, in case the hacker got into that.

thanks for your reply, his account got already recovered to him and he is doing all the security stuff needed