Guild Wars 2

I’m here posting this because my husband can’t log in to here to do it himself.

About 5 minutes after he logged out this evening he received an email saying ‘his email address has been changed’ .. and I quote “we hope it was you!”

Leaving side the immensely patronising tone in the email, I am concerned by the following:

He has received no email to ask him to confirm that he has requested an email change. This was not a web mail account, it’s our ISP, so regardless of whether it was accessed somehow it should have come down the pipe. It didn’t

Thanks to the ability of someone to gain access to his account and request an email change, without having to verify it through an authentication email he has now lost:

His Guild Wars 2 account
His Guild Wars 1 account of 6 1/2 years standing.

Why lose the GW1 account?

Because despite the fact that both of us requested that our account names be changed to newer, more current email addresses when we registered the games back in April.. it still launched using the old details.

I had opened a ticket with support to check that it was safe to now change those email addresses on 31st August, as because we used new emails back in April they are now in the system and any attempt to request them now fails as they are “already in use”.

My ticket was closed on 10th September with no reply. We still don’t know if it was safe to do so, and now it’s too late.

Very disappointing. I hope your support replies to him quicker than it did me. Oh… it never did.

edit: Support ticket was from 29th August, not the 31st.
#120829-016223 Still no reply (and yes I did post in the ‘5 days and older’ thread)

I certainly would love to be able to change an email address to my account, but at present that is not possible even through the “Edit Profile” function. I’ve tried, but have not been able to do it.

But judging from the information you have provided, there is a hole in the fabric of the programming.

Worth noting. There is currently no option to change my email address in the account settings on the website.

If there’s no problem at their end, why have they disabled this? It was obviously working a couple of hours ago when someone changed my husband’s email address

Unless it’s because I put a support ticket in 17 days ago

Could just go on

http://en.support.guildwars2.com/app/ask/

and send a ticket in there?

I sent a support ticket 17 days ago to find out why we couldn’t change our emails to the ones we requested back in April. haven’t had a reply yet, and now it’s too late for my husband I guess.

I’ve posted in the ‘waiting 5 days or more for a response to support’ thread. Husband has opened a support account and sent his details in.

Now I just wait I suppose, and login now and then to harrass the account stealer while he makes free with hubby’s characters (as I did an hour ago)

:(

lynspottery.6529:

I certainly would love to be able to change an email address to my account, but at present that is not possible even through the “Edit Profile” function. I’ve tried, but have not been able to do it.

But judging from the information you have provided, there is a hole in the fabric of the programming.

Sorry… I’ve just realised the implications of this.
If email changes were disabled, how the hell did this happen?

Just to add to the info in my first post. It should be blatantly obvious to support which was the unauthorised login, as we are a self employed couple with a business line and a static IP. So ANY logins from an IP other than those shown in mine and my husband’s account are not from us.

And there’s another thread saying that people’s accounts who were suspected of having been hacked were suspended so that the hacker couldn’t do any damage. This is obviously not what happened in your (your husband’s) case or mine (my boyfriend’s). The checks that they are running are obviously not working (and hindering legitimate players in the process, from what I’ve been reading); and the one of the best solutions (the simplest) they’ve said they’re not implementing because “the principal owner of security is the account holder him- or herself”? I really don’t

I knew my thread (trying to get an immediate response as the perpetrator was online) was a long shot (more of a panicked cry for help from anyone who CAN do anything), but to think that there are tickets that are 17 days old with no response? Supersadface. I’m one of the first people who will defend customer service representatives with a “I’m sure they have plenty of cases and are just overloaded” but that’s pretty ridic.

Pleased to say that my husband’s account was restored last night. The thief stripped all his items from the account but left his character intact, so he can at least pick up and start again without re-rolling.

We checked his trading post history, and everything he had in his bags and bank that wasn’t soul/account bound was put on the trading post. Sadly he picked up most of his winnings before we got back in…

Worth noting, that on receipt of the support response, my hubby did have to click on an email authentication link, and then was able to access his account with his new password. I’d really like to see this in as standard when emails or passwords are forgotten/changed. I’m aware some think it pointless, but it gives the user the ability to prevent the theft if the email is not a webmail account (as in our case). It’s a standard feature for battle.net, as I posted about elsewhere.

Thank you to support for the reasonably swift response.

Now about my 19 day old support ticket…

I say we should start at relief fund for victims of hackers. Have people donate 5 silver a pop via mail to the victim so he can get some yellow/green gear off of the TP and get back into the game. Even at high levels right now, you’d be surprised how far 2 gold can go.

Saraphim.1230:

Worth noting, that on receipt of the support response, my hubby did have to click on an email authentication link, and then was able to access his account with his new password. I’d really like to see this in as standard when emails or passwords are forgotten/changed.

I believe this is the case. Right before they disabled the ‘forgot password’ function (due to all the hacking) I got an email from them stating someone requested a password change on my GW2 account. It was the standard email stating that if I didn’t request it then do nothing and the password won’t be changed. And of course, just to be safe, I changed the passwords to the mail account (though it wasn’t hacked) associated with my GW2 account as well as my GW2 account password. Haven’t had any unauthorized activity to date.