Guild Wars 2

My friend put in a ticket for his account being compromised over 7 hours ago with the new support system. he’s now received replies from multiple GMs telling him that he has to sign into his support account to continue the process even after he’s linked the new forum topic about how the support system no longer uses support accounts. I’m making this topic for him because he can’t log in due to the hacker placing a mobile authenticator on his account which he has been trying to get removed all day. He has provided multiple pieces of information to prove his identity and account ownership yet the GMs seem to be unaware of the new support system change.

where do you go to access your ticket ? ive created a ticket but now i cant find it anywhere

Everything should be by email form what I understand.

I believe this is it. 1168:Compromised Account (request #1168)

It has been almost a full 24 hours since my friend has received the last response from the support team. Again he has already spoken to 3 separate people on the support team via email and yet there is still a mobile authenticator on his account over a day after he put in a ticket. The first 2 support members told him he had to login to his support account to continue and the 3rd said he would have to further investigate the situation after he linked the forums post about the new support system. He understands that there is a wait time for ticket responses but he has already spoken to 3 support members and neither of them have helped him at all. We are both just confused and frustrated at this point wondering why the first 3 support team members couldn’t remove the authenticator off his account.

His ticket number is 1168
His display name is Ares Teh God.9768

My friend has had some success since I last updated. He has been able to get his account email and password changed by someone on the support team, but he is still is waiting for the authenticator to be removed. Thank you for the replies.