Friend being Hacked right now
Great, his lvl 80 ele was just deleted from his account… support is so slow to respond. I hope he gets his account rolled back. Needs more support against hackers
He needs to run a security sweep of his computer and also check for keyloggers. After he is sure his computer is clean he contacts support. He will have to verify ownership and change the password to one never used at any other site. After he gets his account back, he can request an account rollback to get his characters and items from his bank and inventory back. He should be aware that all this may take 2 or 3 days to complete.
What AP said. Keep in mind that an account roll back is a one time thing.
Items in guildbanks do not get rolled back. if your in the same guild try to take (if possible) your friends guildbank rights away.
Also keep in mind that the game works with snapshots. so the progress he might had over the last few days might be gone as well.
Arise, ye farmers of all nations
Arise, opressed of Tyria!
Arise, opressed of Tyria!
Ya he just turned his internet off to do sweeps etc. He has made a support ticket, and 3 of us who were all online at the time watching this happen have made support tickets too. I hope he gets this issue resolved or we’ll all simply leave the game.
Ya he just turned his internet off to do sweeps etc. He has made a support ticket, and 3 of us who were all online at the time watching this happen have made support tickets too. I hope he gets this issue resolved or we’ll all simply leave the game.
please only let him have a support ticket. it will only fill the queue up more and that takes time away from actual handling time. So if you want to help your friend, pls delete the other tickets.
Arise, ye farmers of all nations
Arise, opressed of Tyria!
Arise, opressed of Tyria!
There is no point in your friends making support tickets. They are not the ones with the problem. They are only clogging up the system and slowing support down with tickets that will only be deleted.
ArenaNet Communications Manager
Ya he just turned his internet off to do sweeps etc. He has made a support ticket, and 3 of us who were all online at the time watching this happen have made support tickets too. I hope he gets this issue resolved or we’ll all simply leave the game.
The advice you were given above is accurate: Someone whose account is compromised should contact Support, should do a complete check of his/her system for keyloggers, trojans, and other unsavory malware. Look to the email account, because that is often how hackers get game account information, but if the password was used elsewhere — and many people still foolishly do that — then the hack could be coming from any of those other places. The account owner must be prepared to prove ownership of the account and also be prepared to change passwords on the game and email account.
Now, some advice in general: Please do not submit tickets on behalf of someone else. Once your friend submitted a ticket, he was on his way to prompt and complete assistance. So sending a “Please help my friend” ticket just wastes the time of agents and may actually delay your friend and others from getting prompt and thorough assistance.
I do understand the feeling of urgency, and I do sympathize with the feeling of “We need to do SOMETHING!” But:
- We cannot discuss an account with anyone except the account holder
- Once we have a ticket, the agents are on the case, and extra tickets just bog down the system
Thanks for understanding.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
If he can still log into this site, he can go to MY ACCOUNT > SECURITY and change his password AND unauthorize the IP address range he is being hacked from (note the one from TX USA is his own login check from THIS site, so don’t worry about it) AND disconnect the IP that is accessing his account (I suggest unauthorizing the IP range first).
We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances
Fate is just the weight of circumstances
That’s the way that lady luck dances
(edited by Brother Grimm.5176)