Level 80 Character Deleted?
Are you sure you’re looking at the right server? Any possibility that your account is compromised and they moved your character or deleted it?
I was playing when it happened. Appeared to me a window saying that the connection with the client was stopped, and took me to the character selection page: missing only my pg lv 80 and the next day I received a notice, via the game, in which felt that he had been made ??to access a client other than the one registered to the account. Of course, E-mail and password have already been changed. I am 100% sure that is not my problem and I am equally sure that I will have to leave the game because I’ll never have back my 150 hours of play. I’m not a fool, and neither are the hundreds of unhappy people because of the ridiculous management by Anet.
Thanks for your answer, however.
ArenaNet Communications Manager
I]m sorry to say, but at first reading, it seem possible that your account was compromised. Someone got your username and your password, perhaps from a database stolen from another game, a website, an email — any of the myriad places where there have been security issues.
We will help you re-secure your account, so please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
same here spent 140 dollars buying the 2 the digital copies the 50 dollars on gems only to get hacked on the 4th wich case im sure all my gold/gems are gone plus my toons stripped if not deleted.since i had heard on the forums as of right now there is no rollbacks i just want cry!
120905-010289
I]m sorry to say, but at first reading, it seem possible that your account was compromised. Someone got your username and your password, perhaps from a database stolen from another game, a website, an email — any of the myriad places where there have been security issues.
We will help you re-secure your account, so please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.
Please answer this: Can we expect rollback to be available in 1-2 week? I think a lot of people want to know it.
What? 1 week rollback? I will go back to level 30.
I have already contacted the support and we are now on the third day without a response. I just want to know if this is a mmorpg supported by a reliable database, if all those who, like me, have lost a pg can get it back, or actually this is Barbie and her magic hunicorn and I’ll have to settle for an email apology and a couple of Chupa Chups.
Seriously sounds like you where speed hacked. And, hate to say, they have stated they are unable to restore individual characters, items, etc at the moment. They have also stated that it is in the works but will take time to create a system to restore individual data.
Also, just out of curiosity sake…what in the 6 gods is a pg? It kinda makes no sense as an acronym as not a single class or race in GW2 starts with a p. The g I’d take as a guardian, but pg just makes no sense to me.
(edited by moonstarmac.4603)
Indeed, but I want a clear answer from them. The minimum is to have a little ’sincerity on the part of this support and if so they should open a thread where they write to all those who have lost their characters that do not will recover back.
PG to say playable character (“personaggio giocante”: in Italian language is its acronym), I’m sorry. The character who’s disappeared is a Norn Guardian into Whiteside Ridge server.
Are you from Ehmry Bay or Stormbluff ? I think I remember you. Cowkiller sounds familiar.
No, I had a character named Cowkill in Diablo 2.
Drintar, i do not know if you can move one character to a different server, as in the selection screen I have two noobs character and lacks only the principal. I had all my characters on a single server and I remember that this happened in full game session. I do not know what to say, I have no words, really. I’m just furious.
In another thread, Gaile stated that there is no ETA on the rollback functionality yet. So I don’t think she can promise you that this functionality will become available within the next 2 weeks. But if you don’t intend to play the game anymore anyway if it doesn’t, you may as well put the game down completely, until that functionality becomes available… even if it takes a month or longer.
And no, you cannot move separate characters between servers. Server choice is account-wide.
Cheiron, what I want to know is: if in a week or two will be possible to do a rollback, shall recover my character or is it lost forever?
Cheiron, what I want to know is: if in a week or two will be possible to do a rollback, shall recover my character or is it lost forever?
I do believe they will be able to revert back your account to the state before it was hacked (at least Gaile implied as much). But yeah, I can imagine that you want some confirmation that they do indeed have backups/logs of everything on your account, so that they can revert it back to a date far before the rollback program becomes active. Maybe an ArenaNet dev/support employee can confirm that?
Cheiron, what I want to know is: if in a week or two will be possible to do a rollback, shall recover my character or is it lost forever?
That is what I want to know too. Just tell us there isnt any chance to rollback in 1-2 month, then I just keep playing. But if the rollback avaible in 1-2 week I just wait for it. But the waiting is killing me…I can play because my account didnt got banned or character deleted, but all my items gone with my 160hours. So if I continue playing and after 1week they say, that they can do rollbacks now, then I can choose to loose any progress again to get my items back or dont ask for a rollback :S
This attitude makes me think they haven’t a precise answer, and that they are giving us the sugar day by day, little by little, with the vague answers, to make the days pass. I’m sure I’m not the only one thinking this now.
PS: meanwhile the 72 hours have passed and from the support section i haven’t received any response. Excellent !
(8120908-003904 & 120911-006815) I still do not have answers about the same problem, and I would like it to be given priority to those who have exposed the problems for more than 72 hours. I wonder how do you manage sales of one million account in a few days and can not give answers to 11,000 players who have already paid and do not have the service. Sooner or later we will have to take lawyers to resolve the issues with you?
Sooner or later we will have to take lawyers to resolve the issues with you?
Good luck with that… I’m sure it will stand up.
I think you should accept you have been speed hacked. If they haven’t been able to resolve it by now you just need to move on.
Tyorill
The Shadow Associates [TSA] – Fissure of Woe
“from the shadows we come”
The Shadow Associates [TSA] – Fissure of Woe
“from the shadows we come”
(edited by digitz.3567)
(98 hours)I am convinced that my practice will set a record: I am unlucky, this service sucks. In the meantime, I’m telling on each magazine online what happens here. It never happened something like that, even on the third category of products.
Ugh, that’s horrible.
I’m seeing an increasing number of posts here which led to believe that there may be people out there whose accounts are compromised by trolls who only log in to steal some money and wreak comparatively little heavoc with the original account owners hardly any wiser :/
Polka will never die
Although I realize that the lack of an answer to your question is extremely frustrating, you may want to have a look at this post, explaining that support currently needs 5 days (~120 hours, not 72 hours) to process a prioritized ticket:
So you’re not setting any records, they are just that busy processing thousands of similar requests…
Yes, but it will happen. I’m sure that will not solve this in a few weeks.
Cowkill, to put things in perspective my ticket was opened on the 9th of August – for an issue that was found in beta. It was escalated over a week before release to have some senior fix it. No fix, and no response since it got escalated.
As for the rollback feature I’m actually curious if they have instated the database saves yet – because without that little gem rollback will only work from the day they switch it on and no earlier. Now before anyone says “of course they back up the databases” well of course they back them up in general – but I have no idea that the rollback feature pulls the data from the general backups (which are functionally just copies) or a special back up. I also have no idea whether there is a limit on the number of “general” back ups they keep at any one time.
Any news on the rollback feature?
Wow this sound scary :/ wish you guys luck hope that rollback feature is done rather soon then late. The thing is they keep blaming databases from other websites for this… I still find this curious.
120 + hours, i still waiting (120908-003904)
This is ridiculous: after a week, the answer to my problem was this.
Hello Adventurer!!
You should now be able to log in using the following information:
Account Name: *********************
Password: **********
To update your Guild Wars 2 password to something new, currently it is not working for some players, however, try to login using your current information at https://account.guildwars2.com/ and follow the steps below:
1. Click on the “Edit Profile” link on the left hand side of the page.
2. Under “Change Password,” enter the current password, as well as a new password in the New Password and Confirm Password fields.
3. Click “Save Changes” to complete the password change.
Please be aware that the Support Team is unable to restore any missing characters or items.
Also, be sure to read the important information provided by the link below to help ensure the security of your account:
Title: Security FAQ
URL: https://guildwars.custhelp.com/app/answers/detail/a_id/993
If you have any other issues or questions, please let us know.
See you in Tyria!
Guild Wars 2 Support Team
http://support.guildwars2.com
(Obviously I covered with asterisks)
This is my answer:
The problem is not solved, I already had access to my account but my character lv 80 has been missing for almost a week! you do not read what we write? that answer is that? I do not need a new password, I need my character back!
I am convinced that this support sucks. I’m angry, really angry. You gotta be kidding us !
Arenanet has been stating for weeks that most (if not all) the hacked accounts were compromised from external sources, aka using same password everywhere, same email everywhere, registering to a website etc.
Since GW2 is pretty new, hackers search thousand of external databases and when they get a piece of meat, they try it on the big thing (the game).
So you were registered somewhere, you clicked something or whatever and it brought the hacker to your GW2 account.
Now, if they could give you back your character after a hacking, they would have done it already, like they would have done to all the thousand other accounts.
So I’m sorry to say that, but I doubt you’ll ever get your character again.
This being said, good job for avoiding getting rude/offensive in this circumstance.
So we have not understood. Recommend you to read before commenting. My account is still active, I did not have never stolen! moreover, there is already a password much more complex than that suggested by Anet. The point here is that they do not read our report, and this is obvious, because they gave me an answer useless as yours, for that matter.
Must compensate the 150 hours of gameplay and 70 euro in gems spent on that character, that’s for sure.
I did read the whole thread, so I suggest you to put back your anger in your little box, it won’t help you here.
I also recommend you to re-read my answer: you got hacked and the hacker deleted your character. That you got back your account or not is pretty superfluous, the fact remains the same: you got hacked somehow.
What do you want us to do? To cry for you? Thousand of players got hacked and had losses, just like you. Most of them also paid for gems and even for collector editions and yet, they didn’t get back their character.
Arenanet said the rollback system wasn’t possible at the moment. There is nothing more to add, nothing more to know.
They won’t tell you went it’ll be accessible, because if they knew, they would have told us already. They won’t do an exception for you and search in their databases for your character, even if you spent real money on the game… Why is that?
1- The rollback feature isn’t ready yet.
And also:
2- It’s still launch time, thousand of things happening at the same time
3- Thousand of other players got hacked too, Anet has to deal with them too.
4- They need to work on their security system, update the game to correct issues/game bugs and unban hacked players/recover their accounts.
5- Arenanet has a limit. They do read, but they can’t allow themselve to do a personal answer at every request, not with two millions of player in game sending tickets every minutes.
Like I said, I’m really-really sory for your loss but… There is nothing we or Arenanet can do. You can wait for a rollback all the time you want though.
(edited by NickChabby.8907)
But, why u are in this section ? who are u ? six in this post to say what? you wrote only things that we all had already discussed here and elsewhere. The only answer that i and others expect, we want from Anet, not from the usual fanboy clowns who believe they work for Anet. Have a good game, at least u.