Guild Wars 2

I was kicked from my server about half an hour ago and hit with a permaban. I’ve submitted a ticket with full details but, ultimately, have done nothing to breach the user agreement or rules of conduct. There are no unauthorised login attempts showing on my account, though I’ve now changed my password just to be on the safe side.

Whilst I do appreciate that spammers etc. need to be shut down as quickly as possible, and have reported two or three myself this evening, it does seem a tad heavy-handed to ban a player who spent fifty quid on a game a couple of days ago with neither rhyme or reason..

Aye the banning has gotten out of control.

Day late and a dollar short it seems. They are trying to protect your account because it was most likely hacked. The banning goes quick its the unbanning that doesn’t appear to be happening

Yep- I’ve filed a ticket as stated but it’s not great, is it? Shall be interesting to see how quickly this is dealt with.

I’m curious, GaileGray- why, if there’s been a compromise, am I not seeing any emails from ANet asking me authorize the login from a presumably far-flung location? Thanks for the response.

oh yes demigod, and here is what sucks most, if a person reports you for gold spamming it seems like they are just banning you as well

I would also like to know why I was not told about an un authorized login. Also why is there NO smartphone authenticator?

Get ready for a 5+ day wait to even get a reply, let alone a resolution.

Aye, I see that Kirjon- it’s really disappointing that a game which gets so many things right apparently falls flat when it comes to customer service.

Absolutely. If one of my clients had to wait more than 5 days to be able to login, I’d be out of a job very quickly.

As well you should be, Kirjon. Letting a customer sit for 3+ days, without even an auto-email saying “Hey! You’re still in our queue and we will be with you ASAP!” is an absolute dropping of the ball as far as customer service is concerned.

That is what is happening to me. I haven’t had a reply in over 72 hours as to why I was mysteriously banned and my character ended up on another server. As soon as I am done posting this, I am calling my credit card company to initiate a charge back on the purchase price of this game.

It seems getting a refund and then starting a whole new account is going to be a lot quicker than waiting for ArenaNet to finish training its customer service department.

same thing just happened to me, I only get about 6 hrs a week to play and I just tried to log in and permabanned, received no info or email, or login attempt emails. My chars are all the way up to level 5 each, so I am sure that is a great account to hack

The MOST distressing thing is once you have been responded to by a human being, your ticket doesn’t take priority over tickets that haven’t been responded to. So if your issue isn’t solved you have to wait another 3 days to talk to get another response.

Arena put up a message saying if you didn’t want your account to be hacked, then don’t use an old password and account name, and it came across very accusatory. More like legal and public relations CYA than an informative message.

Some people who lost their accounts were not using old accounts, they created new ones specifically for GW2. Their account emails were changed somehow without them ever seeing any request to authorize a change.

If someone tries to steal an account, and the system does not notify the original email address, then the authentication system is broken.

It sounds like perhaps the account system allowed an address to be changed before authorization with the original address, thus users never saw the unauthorized change.

I’m sure a lot of people did re-use accounts, but its pretty clear a good number of people who were careful still lost their account without warning.

I have to agree that the authentication has to send you a conformation email before it allows you to change your “current email” standard protocol for any type of game, i think they fell very short, to busy trying to get the gem sales up and running.
No one looked at the basic account settings.

Rotn.5301:

Aye the banning has gotten out of control.

Thats it. ArenaNet stop banning now, or do it by default by max 72 Hours.

Today is the day i reached 6 days i’m slightly depressed at the moment with my ticket response but i understand game only been out for 2 weeks really, but id like to hope you could visit my ticket 120831-020684, i was permanently banned apparently for Gold selling. I realized i did not authenticate my account for a good 4 days so i may have been hacked during that time and some would of went on.

i have tryed to log on today after the patch and my account is permanently banned.i have recieved no email to say why and have not breached any agreement.
In wow or rift there would be someone i could speak to to get this sorted out in a matter of minutes.The whole sorry mess could have been avoided with a mobile authenticator.