Guild Wars 2

I know for a fact that my account is not being used by anyone else because i was the one on it at the time it shut off, it says i wont be able to access my account until it is fixed by support. it also says this is for my security, please fix this, its stupid an very inconvenient.

Same thing happened to my wife’s account. Very annoying. No email, no information, just a message when trying to login. Why do they think someone else tried to do something on her account? What is their evidence, and why is it taking so long to fix? This is terrible service.

That would be nice, because I had a guild PvP event I was supposed to run and got kicked while playing and said someone tried to log onto my account. Hopefully, I wont have to wait 4 days like some people just to be able to play again.

So they know there is a problem, I wonder how long it will take to act on it.

Yeah, I am still waiting. I appreciate the whole lock down the account thing. If we could just recover it quicker would be nice.

So you freeze her account without telling her. The only way she knows to change her password is when she tries to login to the game. She has now changed her password, so F-ing unlock her account.

Your sorry means nothing to me. It is Saturday and we want to play the game together.

Get your act together and unlock her account, NOW.

Your rage just pushed you at the end of the line, thanks. It’s not like anyone has been suspended longer than you.

Yes, because that is how companies work. This is happening to thousands of people. They have a terrible system for handling this at the moment, and if they are 5 day backlogged, they need to hire employees with the millions they just made to help process this stuff. No one accessed my wife’s account, no suspcious activity occured. I do not know what they are concerned about on the account, but they have an obligation to communicate those concerns immediately upon suspending access and also an obligation to review and resolve the issue in a timely manner. 5 days is not timely. As I said, this is terrible service and a terrible way to start off our customer supplier relationship.

Rellin.3914:

Yes, because that is how companies work. This is happening to thousands of people. They have a terrible system for handling this at the moment, and if they are 5 day backlogged, they need to hire employees with the millions they just made to help process this stuff. No one accessed my wife’s account, no suspcious activity occured. I do not know what they are concerned about on the account, but they have an obligation to communicate those concerns immediately upon suspending access and also an obligation to review and resolve the issue in a timely manner. 5 days is not timely. As I said, this is terrible service and a terrible way to start off our customer supplier relationship.

I 100% agree with all that you have said. But saying FIX MY ACCOUNT NOW just put a bad taste in my mouth. All I meant by it. Especially because many of us have been waiting longer.

I got the same message and I can not play.
I’m waiting 4 days for a response only automated message:D

Yea their customer service sucks more than a two dollar whor er wont say. But what a joke their cs is.

why the hell did i get this message. I have ever only logged in from one computer. I only get a chance to play maybe twice a week. And when that time comes my accounts been suspended. From the looks of it, I will be waiting days. I am going to think twice before I buy my next arena net product…

Sorry for the horrible grammar. I just woke up and have yet to have my coffee.

some more support and informations from devs besides the explanation of how this horrible system works? This is happening to me too

Could always contact your cc and do a reverse charge, also reverse any diamonds etc you may have purchased and then if you want to play get a new account. It will be faster than waiting on them to figure out what customer service is.

I cannot log into my account either due to this issue, and I know my account did not get hacked, since I have email verification, and verification for my email as well. How long til I can log in again? I really do not want to miss the weekend of playtime..

Quick question here for OP and everyone in the “your account may have been accessed by unauthorized blablabla”.

—> What were you doing before login off, or just before you were kicked out of game ? Just to verify if there is a common point to people getting suspended.

Had the same thing happen to me last night, And i know WHY i received mine. If people report your character for Spamming, its triggering your char to recieve this message. I had a message joking with people in Lions Arch (Seriously if u read it u realized it was about artificing and me looking for work) Which sounded kinda gold-farmerish .. people who didnt read it prolly reported me.. After X reports it auto lock’s your account. Major flaw in the system, and u should correct this asap.

I was broadcasting for my guild? Maybe that’s why I got suspended. That would be so cool!

What action were you doing in the world ? Taking things from bank ? Selling/buying at trading post ? Any interaction with the guild stash, deposit or withdraw ? Any action repeated a high number of times ?

‘cause I’m starting to think that they tried to “automated” some things, and it’s getting… unfortunate results.

Oh boy! I came home after a busy afternoon looking forward to an evening of unwinding and destressing. Instead my account is locked, the only support rep I can get is a robot, and the estimated time to get this issue fixed is five days.

Do you think I’m some kind of sweatshop gold farmer? This is insulting.

A friend of mine just got his account back after two weeks of silence from support because his account had been changed/deleted/hacked. When he finally got it restored, he got the same alert about about “We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been suspended until this matter can be resolved…” and has yet to hear anything back from support since posting an update on Sept 10th.

Username: Slamo.4805
Ticket: 120905-009893

(I’m posting on his behalf because he’s not too great with support forums and whatnot, and I’ve been helping him out with the ticket submittals)

Baraxis.8736:

A friend of mine just got his account back after two weeks of silence from support because his account had been changed/deleted/hacked. When he finally got it restored, he got the same alert about about “We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been suspended until this matter can be resolved…” and has yet to hear anything back from support since posting an update on Sept 10th.

Username: Slamo.4805
Ticket: 120905-009893

(I’m posting on his behalf because he’s not too great with support forums and whatnot, and I’ve been helping him out with the ticket submittals)

Post this to the stickied topic outside of this post.. About the 5 day no support things.

My account has also been suspended. I got a response: Subject
Access Restored"

Discussion Thread
Response Via Email (Hybris) 09/15/2012 01:09 PM
Hello,

Thank you for providing that information.

I have reset the Guild Wars 2 account password. Please use the following information to log in: …..

I don’t know if they only wanted me to change my password or not, because after I changed my password, I could still NOT LOG IN FOR THE SAME REASON. So I made a new ticket. I’m really upset because I haven’t even gotten to play the game since beta since I was away. My husband logged on the game one time to check it out and when I get back, the first day I go to log in I’m suspended. This is SO annoying. It took them 3 days to get back to me the first time.

wow issue is resolved, thanks! I just put in ALL my info and they were right on top of it this time =)

My wife got an email tonight asking for her serial code from when we bought the game. Now just waiting on them to give it back to her. I hope it happens tonight so we can play together tomorrow (Sunday) before going back to work on Monday.

I just had the same thing happen to me. I was playing the game when it went black-screened and I had to manually close the process.. I put in the ticket but darnit now I got no gaming for my weekend off.. and I’ve been stressed all to heck this week at work! I needed to blow off steam! GRRRRRRRRRRR

I put my ticket in last night. Still waiting.

GaileGray.9587:

Naturally, we don’t intend this system to inconvenience legitimate players! I will see if I can track where this is heading and let the dev team know. The basic objective is entirely positive, but if we need to make some small tweaks, I know the team will do that.

Please, for the love of enjoying blowing off ALL the massive amounts of stress from the 55 hour work week, tweak faster!

ASIDE: Hey, submitting multiple updates to my ticket won’t keep pushing it back in the queue, will it?
120916-001240

I’ve got the same problem myself. My account got suspended twice yesterday and now it is closed at the moment, really really frustrating problem. I have to always get contact to support to open my account which may take from 2 hours to 5 days or more. My ticket is Incident: 120915-001904 if there’s anyway to make this faster.

Same problem here. I was playing the game at the time of the supposed ‘hack’ Hurry up support, this is ridiculous

Like many here, it tells me my account MAY have been accessed by someone else! In fact it wasn’t my ISP rerouted my signal because of some issues with my broadband connection, they’ve finally agreed to send me a new router, but insisted on trying everything else first. So, in actuality this is completely unnecessary, i’ve changed my password, no one has accessed my account and even if they had I have one char in the 20s and a couple more in the low teens, don’t think they’d get much from it!!!

I’ve raised a ticket (120915-006?384). Anyone have any idea how long it takes to get these issues resolved.

3-5 days, seriously? You really need to look at your sytem, I can tell you this is not working, other than to inconvenience a lot of potential customers. My wife plays at the same time as I do, from the same ISP connection, why has she not been banned also?

screw you all. Seriously your complaining i wish this system saved my account i just lost all my stuff. Obviously it needs some tweaking but you should be happy you have items to come back to

Louiscifer.4905:

screw you all. Seriously your complaining i wish this system saved my account i just lost all my stuff. Obviously it needs some tweaking but you should be happy you have items to come back to

but this system didnt save ur account …. i bought this game yesterday and after 24h account blocked now will have to wait few days probably till unblock :/

This issue needs to be fixed now..I feel like a bum that I keep posting in threads but they need to be aware this is a big issue for many people who are locked out of a product they have just paid $60 (or over) for.

Logged on for the first time in about 1 week this morning for a quick 1 hr blast, logged off and then came back on a few hours later and I am blocked due to suspected unauthorized access.

How long can I expect to be without the game ? Looks like they need more employees on this.

slip.9186:

Logged on for the first time in about 1 week this morning for a quick 1 hr blast, logged off and then came back on a few hours later and I am blocked due to suspected unauthorized access.

How long can I expect to be without the game ? Looks like they need more employees on this.

From the posts stickied, they’re asking for people to wait 5 business days after submitting their support ticket. They also said that account issues will have priority so idk. In the Tickets for Review (5 days and older) [merged] thread there was a guy posting yesterday who had his account hacked on August 31st and currently still has his account suspended.

I was playing last night just fine. I go to login this morning and receive this message. I put in a support ticket about 8 hours ago and have not heard a peep from Support. I have not been able to play all morning with my friends. That is fine if Support wants the added security, but they need to respond to Account Locked/Suspended tickets in a quicker fashion. I am highly frustrated.

So they just gave my wife her account back. They say that someone had access to it so they locked it. They also say they will not refund/restore anything that has been taken or characters that have been deleted.

Funny thing is, nothing is missing, so no one logged into her account. It is not like Arena Net noticed someone logging into her account and seconds later booted them and locked it out.

Arena Net wasted 4 days of her play time, over a weekend, for nothing. They must have some sort of software that is monitoring for something or other, but it totally sucks and is reporting false positives.

This is obviously not the end of the world, but the fact is, the service is terrible, the process is terrible, and whatever caused them to lock her out in the first place was not actually someone logging into her account.

I hope they fix this for all soon so other people do not have to go through this.

Well that’s good news I guess, I still have no response from anything or anyone. GaileGray apparently checked my ticket but no response either. Guess there’s nothing left to do but twiddle my thumbs and listen as my friends all enjoy GW2 without me.

it done the same thing to me we where in the middle of a dungun and nexted thing i see is a black screen and tryed to reboot and my account was suspended and i reset my password and it still will not let me in and no response form my support ticker either

I’m going to update so everyone maybe feels a little better
Support got back to me in about 24 hours. I had problems with the password they reset for me, but it turns out I just had it copied wrong.
All was good, and my account had no damage (so i am doubting there was a “real” hacking attempt, but the anti-hacking bot got overzealous)
And all is well with the world… props for CS-rep “Eddy” for getting to mine so fast.

Just to update, that they reinstated my account and the dirty hacker luckily did not take anything from my account.

I was definitely hacked because my character was standing outside a trading post in Divinity’s reach and I have never been there before so it was likely he was about to steal all my stuff before Anet kicked him.

So thanks ArenaNet for saving my character and responding quickly!

Oh please. I think this may be the THIRD WEEK that my account was banned because someone hacked it and spammed gold requests or whatever they do.

So from my perspective there is more than a 5 day backlog. MUCH more.

Still no word from the Support system on my ticket to get my account unlocked. It is going on 4 days. This feels like I got a temp ban for something I did not even do.

Hetzing.4209:

Still no word from the Support system on my ticket to get my account unlocked. It is going on 4 days. This feels like I got a temp ban for something I did not even do.

Same for my wife. 4 days and not a word. You would have thought it would take five minutes to see that nobody tried anything and that the suspension was useless, but I guess with so much tickets going on about everything (sometimes things that aren’t even bugs) things tend to take longer time than usual…
My only hope is that after 5 days I get the right to post on the 5 days old topic thread to speed things a little bit. Too bad for the week end

Broken system!

Here’s the deal. I’m 99% sure why I’m blocked from logging in. Noone was on my account, I was playing, I got kicked out and I was advertising for a WvW guild.

I get it, you want to punish excessive messaging and keep out the goldspammers. But waiting 2-3 minutes OR MORE before posting a message and THEN get thrown out plus blocked is ridiculous… How is one supposed to massrecruit without letting people know,… you tell me.

May want to rethink this through… Really hoping this won’t take days to fix because there was no problem to begin with.

Kind regards

OK guys they got me back and nothing was taking thank you anet for getting back to me and making it as painless as possible