Guild Wars 2

I suggest that you contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Maggie Mylistic.3012:

What can we do about this hacking? I didn’t receive an email authorization and someone went into my account on the 13th and wiped me out. I am on the EU server and now I just talked to a friend and he was hacked (today) the same way on the US server. No email notice, no nothing they just go in, wipe you out and leave. I got my account restored but feel sure it will happen again. I cannot change my email address and I am assuming it is a simple task to find my password now that my account has already been hacked once. Please, stop the madness so we can play the game ANet. Makes me sick and have kinda lost interest. Hackers even cleaned out my Guild’s Vault and talk about a lot of players being upset “with me” and that cannot be restored either.

With all due respect, how can we “stop the madness” when the issue is brought about through personal security breaches? Our servers are fine; the game isn’t compromised, and yet you were hacked. That points to something on your side that is a problem.

If you have authentication and did not receive the emails, then that points to a compromise/hack of your email account. Someone learns your credentials — not through us — and accesses both your email and your game account. That person then attempts a log-in, an email is sent to point out the access attempt, but the hacker intercepts the email and “accepts” the authentication request, thereby stealing your account.

I really do understand how frustrating this is. And we will do our best to help you. But ultimately, your account has been accessed through the credentials, and that points to a Trojan or keylogger. I’d recommend a full system scan, and not just common virus software scanning. (In one case where I suspected unauthorized access, I flattened my machine and reinstalled everything to set my mind at ease about the security of my system and my personal info.)

Please ask our Support Team for the names of trusted scanning programs through your ticket.