Guild Wars 2

Hey guys, just wanted to know…

What can Anet do for us after we’ve been hacked?
today I experienced my first hack, lost over 300 gold (if not 400) and a LOT of gear etc. etc.

Already updated my security as much as possible and sent a ticket. Now I wonder, what can/will be done about this?
any Anet staff can tell me what they can do… or a fellow hackee share their experience with the help provided by Anet?

Creating a ticket is the first step! Each situation is different and support can review your case and let you know what they can do for you.

Of course! and that’s what I did too. Now I’m impatiently awaiting response >< hoping to get some decently good news soon…

just wondering what other people experienced, asking in map chats results in “they don’t do nothing” so I’m kinda scared this will be a lost case too…

They do typically rollback accounts to a date prior to any evidence of a hack. You may lose some progress as a result of there wasn’t a recent enough restore point for it, bit it’s better than losing most of your progress. At least that’s what I’ve read.

It does take some time to process so don’t expect a super quick response.

You can read all about restoration, compromised accounts, etc. in the Knowledge Base. Good luck.

Just received a mail requesting more information to confirm my ownership over my account. Sent the reply, awaiting further response.

Is there any information on how often such restore points are made?
If it takes me back 1 month, might mean I lost a MF’ed precursor Dx
however, that’s better than having 3 characters stripped from all they had…

It will all depend on when the last “snapshot” of your account was taken. Seems to be different for every player.

Well, I’ll be awaiting response from CS then. Will post again when I have more details.

And thanks for the info every1

After you have been hacked…Aftermath.

Ascertain the amount of damage to your account, and WHEN the damage occurred. You can request an account roll back to the last date a Snap Shot occurred, before the date hacked. Unfortunately you WILL have to know when you last logged in, when everything was peachy keen. Anet used a response when I was hacked that caused me some confusion, because they had asked me when I had noticed the hack, instead of “When was your last actual Login date.” The reason for this is, if you were gone two weeks, and you answer them that you just noticed…today…they will have erroneous information of possibly when the actual hack occurred, and which Snap Shot date to use.

1. Use two separate virus checkers. I use Symantec, but even that didn’t pick up the twenty-seven Trojans, that Super Anti-Spyware did pick up. The Big Boy security suites, do NOT pick up everything.

2. After running the two separate security sweeps, from two separate companies, change your email password. If you change your email password before running the sweeps, the hacker could still be using a keylogger on your system to gain the new password.

3. Change the password to your game account. But do not use the same password as you use for your email account. Do not use a password that you are using on other sites.

4. Make a support ticket up above, contacting anet and giving them as much detail as possible. You should receive an automated response, within a short period. You should receive live help, depending on how backlogged they are, within 1-7 days.

Detailing when you last logged out, when everything appeared normal, and when you logged back in to notice the damage due to hack, does help. It gives anet a time frame of where and when to look for specific credentials of who logged into your account, and from where.

Make sure you do request the Account Roll Back. Be aware the Account Roll Back is from a separate department than the actual folks that deal with hacked accounts. Which means every hacked account is a case by case, first come, first serve basis. Just follow the instructions that Anet Support staff gives you, and everything will turn out kosher.

By the way, do NOT purchase any gems, or material that can only be purchased through the use of Gems, until AFTER the roll back occurs. If you buy gems, or anything in relation to gem material before the roll back occurs, You will LOSE those gems, and the material in question. If you do, you will have to submit a NEW ticket in order to deal with any gem purchases after the fact. The Snap Shot is exactly what it says. Your account will revert to a specific time frame from before the hack occurring. Anything gained after that date will be lost.

Also, it might not even be anything related to a keylogger on your own system.

Ways that a hacker could have gained your email/password information.

1. Using the same email/password on a website that has been compromised.
2. Your email being compromised due to a compromise of your email provider.

(Yahoo officially acknowledged in December 2013, that they were indeed hacked and information on over roughly 1 million accounts were possibly attained. The largest portion being Yahoo users…but some of that information was also roughly several hundred thousand users that were of not Yahoo origin, including MSN, Firefox, and other Email Providers. Supposedly yahoo did make those account users change their password.)

3. If your living in a college dormitory, sadly any system you use is considered a Slave, and not a Master account. That means, the administrator to the college computer system will have access to the Master account, AND in a certain fashion be able to keylog any data you enter. Not every college uses this format, but a small % DOES.

(Besides the hacker himself, only one other person had shown me at one time how this is done, and I wasn’t to happy with it, since they were able to show at that time, what my password was at the time I typed it in FROM ANOTHER ROOM. I’m sure there are several “Smart, intelligent, and highly technical” college level pukes that play this game, that will read this and say…that’s not possible. Well my friend is a lot smarter than many college level pukes put together when it comes to computers. And I trust him more than I trust you people.)

4. Every day music/game/porn downloads. Many of you visit different sites every day. Most of what you download is from supposed sites that are “safe to surf”. If you were downloading music, that wasn’t from an official retailer with an actual business license….how safe could it be?

Don’t forget to read this, it may be informational: https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

Alright, update here:

Recently got another email saying something along the lines of:
“we sent a mail to reset your password and removed mobile authenticator. If you want to activate it, see the info here: [link]
For more information on account safety, read this article by Mr. O’Brien [link]”

and the best news to me:

“Regarding your missing items, I am transferring your ticket. Someone will be on contact as soon as possible.”

So far I see that I am getting good support here.
Once again proves that asking people in-game doesn’t always give accurate info.
(As I heard alot of “they dont do anything” “-bleep- Anet, they don’t help at all” etc. Probably the same people who login to say that GW2 is a -bleep- game and should have never existed etc. etc.)

Hope the account recovery will happen smoothly and quickly.

So far I am making the best of my situation: Made an engineer to do some sPvP with. At least I’ll keep my personal experience in playing an engi even after reset

So far still no response from the recovery department, or whatever it’s called.
Guess it takes a while then.. .bleh ><

anyway, something I was wondering:

if my account is reset to a day before one of my characters’ birthday, will I get the gift back too?

As I fear I won’t get it back, expecting the gift giving stuff to be separate from an account, and on the real calendar, it’s birthday has already passed…

AidanTaylor.3872:

Meep.1724:

So far still no response from the recovery department, or whatever it’s called.
Guess it takes a while then.. .bleh ><

anyway, something I was wondering:

if my account is reset to a day before one of my characters’ birthday, will I get the gift back too?

As I fear I won’t get it back, expecting the gift giving stuff to be separate from an account, and on the real calendar, it’s birthday has already passed…

Hi Meep, sorry to hear about your predicament. Please feel free to add you ticket number to the following thread https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged and someone will take a further look.

Be warned that restorations take longer than most other support issues as our GM’s need to thoroughly investigate where everything has gone etc, just an FYI (as I see your worried about the Gift) we restore items rather than rollback your account, so your characters birthday dates will not change.

I hope this is of some comfort to you

Just to be sure, does that mean that any progress I make now on my characters won’t be reset? (such as money made, levels gained, achievements, pvp ranks etc.)

As I read before that the whole account goes back to an older snapshot… and now I understand that you just get your stuff back… I’m a little confused…

I did however post my ticketnumber in the thread you linked to. I’ll wait again, patiently.

Meep.1724:

AidanTaylor.3872:

Meep.1724:

So far still no response from the recovery department, or whatever it’s called.
Guess it takes a while then.. .bleh ><

anyway, something I was wondering:

if my account is reset to a day before one of my characters’ birthday, will I get the gift back too?

As I fear I won’t get it back, expecting the gift giving stuff to be separate from an account, and on the real calendar, it’s birthday has already passed…

Hi Meep, sorry to hear about your predicament. Please feel free to add you ticket number to the following thread https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged and someone will take a further look.

Be warned that restorations take longer than most other support issues as our GM’s need to thoroughly investigate where everything has gone etc, just an FYI (as I see your worried about the Gift) we restore items rather than rollback your account, so your characters birthday dates will not change.

I hope this is of some comfort to you

Just to be sure, does that mean that any progress I make now on my characters won’t be reset? (such as money made, levels gained, achievements, pvp ranks etc.)

As I read before that the whole account goes back to an older snapshot… and now I understand that you just get your stuff back… I’m a little confused…

I did however post my ticketnumber in the thread you linked to. I’ll wait again, patiently.

Any progress made will be lost once the Account Restoration takes place. Your account will be reset back to a former time/snapshot. Levels, Achievements, etc. will be lost.

Edit: All progress made since the snapshot date you are restored to, I should say. =)

Inculpatus cedo.9234:

Meep.1724:

AidanTaylor.3872:

Meep.1724:

So far still no response from the recovery department, or whatever it’s called.
Guess it takes a while then.. .bleh ><

anyway, something I was wondering:

if my account is reset to a day before one of my characters’ birthday, will I get the gift back too?

As I fear I won’t get it back, expecting the gift giving stuff to be separate from an account, and on the real calendar, it’s birthday has already passed…

Hi Meep, sorry to hear about your predicament. Please feel free to add you ticket number to the following thread https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged and someone will take a further look.

Be warned that restorations take longer than most other support issues as our GM’s need to thoroughly investigate where everything has gone etc, just an FYI (as I see your worried about the Gift) we restore items rather than rollback your account, so your characters birthday dates will not change.

I hope this is of some comfort to you

Just to be sure, does that mean that any progress I make now on my characters won’t be reset? (such as money made, levels gained, achievements, pvp ranks etc.)

As I read before that the whole account goes back to an older snapshot… and now I understand that you just get your stuff back… I’m a little confused…

I did however post my ticketnumber in the thread you linked to. I’ll wait again, patiently.

Any progress made will be lost once the Account Restoration takes place. Your account will be reset back to a former time/snapshot. Levels, Achievements, etc. will be lost.

As I expected. However Aidan’s post did confuse me a little… making it seem like you get your items “mailed back” so to say… ahwell…

Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support

nuggant.8239:

Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support

Support sends out an automated reply soon after you submit a request. If you did not get it, there is possibly some communication issue with your email and support (check your junk mail). Also, if you are unsure HOW you were hacked, it is possible that your EMAIL was hacked and allowed the hacker to change your password and unless you secured your email account, they STILL have access to it and could delete any support emails quickly so you don’t see them.

Just stating a possibility as I have always gotten relatively speedy responses from support (but I would not consider a 24 hour wait “awful support”, either).

Brother Grimm.5176:

nuggant.8239:

Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support

Support sends out an automated reply soon after you submit a request. If you did not get it, there is possibly some communication issue with your email and support (check your junk mail). Also, if you are unsure HOW you were hacked, it is possible that your EMAIL was hacked and allowed the hacker to change your password and unless you secured your email account, they STILL have access to it and could delete any support emails quickly so you don’t see them.

Just stating a possibility as I have always gotten relatively speedy responses from support (but I would not consider a 24 hour wait “awful support”, either).

Email hack is probably what caught me too… Had some support mails in my inbox (that I did manage to reply to) and after refreshing they were gone.
So that’s why I’m using my other mail to resolve this, and changed the pass on my gw2 mail. :I

=UPDATE=

Received a mail with the info on restoring my account! including the warnings of what will change and the request to respond promptly as the snapshot won’t last indefinitely (of course, snapshots are updated once in a while eh).

I’ll be reset to april 10th, not bad, as my hack date was april 17th.
responded as soon as I saw the mail, I hope my account will be reset after the weekend!