Guild Wars 2

Hello,

I’m posting because my account has recently been compromised. It started with several authorization requests from places like Beijing and Taiwan.

Then progressed onto password change requests. At the time I was a bit concerned but just ignored the requests because well… I didn’t send them. So I tried to log into GW2, but alas, password has changed.

Now I’m really concerned, someone has email access as well as game access. So changed all my passwords.

Tried to log back onto GW2, nope wrong password…. but then I start to wonder if this reset password button works. Yep… just click it, and it sends me another change email. This cycle of me changing the password, someone else requesting a change repeats for a while. Until suddenly… Mobile Authenticator has been activated on my account…

I submitted a ticket about this to customer service on the evening of the 21/4/2014 and again on the 22/4/2014 It is now the afternoon of 23/4/2014. How the hell is the turnaround on these issues so slow? Even a simple, “hang in there, we’re investigating things” would be fine. But as of now my account has authenticator on it that I did not put there… SOMEONE HELP

I’m going through the same problem but luckily I’ve maintained control of my account so I can still login (although all my gems and gold are now gone). I’ve gotten responses from two different support reps but all they seem to want to do is change my password. I very explicitly explained that my account was logged into by somebody and they took all my gems and gold and all I get back is “we reset your password”. I don’t think the support staff speaks English (either that or all they’re empowered to do is send password resets), so best of luck to you my friend…

Well when (if) I eventually get my account back and authenticator removed… I’m assuming I will have to then submit tickets to get all my materials, gear, gold, gems etc back… Sigh…

Aidez.2384:

Hello,

I’m posting because my account has recently been compromised. It started with several authorization requests from places like Beijing and Taiwan.

Then progressed onto password change requests. At the time I was a bit concerned but just ignored the requests because well… I didn’t send them. So I tried to log into GW2, but alas, password has changed.

Now I’m really concerned, someone has email access as well as game access. So changed all my passwords.

Tried to log back onto GW2, nope wrong password…. but then I start to wonder if this reset password button works. Yep… just click it, and it sends me another change email. This cycle of me changing the password, someone else requesting a change repeats for a while. Until suddenly… Mobile Authenticator has been activated on my account…

I submitted a ticket about this to customer service on the evening of the 21/4/2014 and again on the 22/4/2014 It is now the afternoon of 23/4/2014. How the hell is the turnaround on these issues so slow? Even a simple, “hang in there, we’re investigating things” would be fine. But as of now my account has authenticator on it that I did not put there… SOMEONE HELP

You state your email has been compromised, as well. The responses to your ticket may be being intercepted, and answered by the hacker.

You can try creating a completely new email address with another provider, and contacting CS through that. After, of course, you have made sure your computer is clean, and free of all viruses, malware, keyloggers, etc.

If you have received the ‘We received your request, and an agent will be with you shortly’ response, then it is just a matter of time before they assist you. CS is a bit overloaded right now because of the patch, etc.

Be aware, that sending in multiple tickets will slow down response time, as each must be investigated and compiled.

This may be helpful: https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

https://help.guildwars2.com/entries/27658708-Restoring-Your-Account-After-a-Compromise

Good luck.

So the authenticator is off… I appear to have the account back, but literally everything is gone… guess it’s on to phase 2… restoring items!

Thank you for the link about account restoration that actually seems very promising!

Hopefully they can sort me out