Guild Wars 2

If any of the moderators are privy to this information i would like to know the answer. Will your company be reimbursing items and gold that has been lost due to the lack of proper security on your compaines part?

So a couple days ago my account was hacked, the hacker transfered me to an EU server and then took all my gold/items etc. From what i’ve been searching aroudn the net and Arena nets failed attempt to respond to email am i basically screwed?? Read somewhere that they cannot recover lost items or money or something along those lines. If anyone knows please tell me so i can just quit playing and not wait around. =/

Short Answer: You’re screwed.

Long Answer: Just reading these forums you’ll see people waiting hours/days/weeks to get their accounts back after being hacked. Apparently those that post get faster response than those that don’t. Also, Anet has publicly stated they cannot restore lost items/gold due to hacking at this time.

My suggestion: Submit a ticket, and then reformat your PC to make sure you don’t have any keyloggers/viruses/trojans. Change all your passwords. Go find something else to do while waiting to get your account back because it’ll be awhile. When you finally get your account back change that password too.

Hi,

I just recently got my account back(THANK YOU ANET AND YOUR SUPPORT STAFF!!!) but now I have a couple questions.

~How soon or soonish will roll back tech go through?
~Is it character specific or account?

I was just curious because sadly my only toon a lvl73 Norn Ranger got powered through to lvl80. I was slowly progressing through the game with a bud and now its kind of ruined…sigh.

Was also curious if I could play another toon until the “roll back” stuff got situated or if my new toon will just get wiped cause its for accounts and not just characters.

Thanks for you time and consideration,

Machokitten

There arent any facilities to grant account restorations at this time. ArenaNet have said that they are coming soon, but don’t have any ETA.

When they do come, it will be account based, which means the entire account will be rolled back to a previous save state.

They havent said if rollbacks will apply to old issues though.

I had my account hacked, my main char is naked and my bank with tons of crafting materials is empty. The email address linked to my account was changed and i got nothing more than a “by the way your email was changed” mail with no confirmation link. Thats not secure on their part by any means. So now, i continue on and make it to 80 and gear up my toon for what? I get hacked again and nobody can do anything about it? Sorry, not for me. Yeah i got my account back but that was a lot of time gathering i lost. Theres plenty of games out or coming out and if they want to keep players they had better start thinking of customer service.

If you got “hacked” you need to find out how they got in. This means thorough checks of your computer and maybe even a full reformat.

I fyou choose to ignore it and blame other people, then it will just happen again, and if you do any kind of online banking or shopping… theyll get that info too.

Hm…well that’s unfortunate.

Is there a point in continue playing then since its just all going to get reset? I’m past the bummed out stage now just in the confused stage, lol.

Will in game mail to other players go “poof” and TP stuff go “poof”? IE: if I sold something to someone on the TP and then my account got reset would the item I sold them just not exist?

Well, look at it this way. We dont know when the feature will go live, so you could have plenty of time to level another character to the same point your last one was at. Remember, the games only been live 3 weeks, so it might be painful to level again, but it certainly wont be difficult.

Perhaps take a few days break to cool off, then come back and play, then head to wvwvw and kill everyone there as recompense.

As for your other question, no. Once it is accepted by the other account, it no longer has anything to do with your character, thats why in games like wow, they have dedicated teams to track down single items. Otherwise they could simply hit a rollback button and everything will be how it was.

I’m definitely going to take that WvWvW suggestion you mentioned cause it actually made me “lol”.

Thanks for all the answers and I’ll just keep enjoying the game like I have been. Appreciate it.

I got hack, like many other people and i did the 100% completion on my guy so i got the 2 token of exploration. of course when i got my account back they were both gone, really i don’t care about much else because i did have 22g on my account.

Is it really impossible for them to give me my token of explorations back? i really have to level up a new character and do that all over again!? Take all the gold away i don’t care just give me my tokens of exploration back please!

Will i be able to request to have those tokens back in the future?

Cant wait for it. But this “soon” word is really frustrating. lol

My account was also hacked.

Virtually all my mats are gone, my bags are empty and my account was moved to Europe (Germany, it appears).

I am an IT professional, in the industry for 20 years now, so I am very conscientious of security issues related to computers. I did not join any fan sites, my PC is still clean, and I had a password unique to this game. So, this security issue did not originate on this end.

I would like to be kept informed about when account roll backs will be available. I would like to continue playing the game, but will only do so when my account gets rolled back to where it was when I was hacked.

Please make security and account restoration, Arena.net’s first priority.

I have already submitted a ticket about my account being hacked. For some reason I received an automated response on how to deal with a ‘Hall of Monuments’ issue.

I am very disappointed in this situation.

Regards,
frustratedGW2player

I got my account back today, and all the gold is gone. Why they don’t roll back to the time I got hacked?
I just filled another appeal, hopefully they will do something about it. That’s the worst customer service I experience out of all the MMO I played.

same thing happened to me. My account was “restored” the same day but i am missing literally everything. whats the point of continuing on if it will just happen again. They need to get with the program and at the very least get an authentication service to prevent this from happening and bring security to their player base.

First, GaileGray, I understand that your hands are tied until the developers have things set up on their end and we all appreciate your work here on the forums. That being said, I too was hacked and the fact that they were able to change my email address without a authentication link being emailed to my original email is the first and greatest lack of security by ArenaNet.

My account had a password that was unique to only my Guild Wars account, which tells me they could have only accessed this through ArenaNet servers.

The lack of foresight by the developers to already have an account restoration system in place is just further proof of poor security planning. Haven’t accounts for games been hacked since the days of Ultima and EQ, yet the developers did not consider adding this until now?

However, the largest slap in the face to paying customers is this unilateral stance of ‘you lost your items, too bad’ especially when some people paid real money for in game gems.

Wow so you guys came out with the game without a restoration feature >_>

Talk about a dissapointment.

When this account restoration system is finally in place, will it be able to restore a hacked account from any time, or only from the date forward from when the system was implemented? I honestly hate the fact that someone was grinding on my character more than the stuff I lost, considering I had been playing with a friend.

And I know you claim the security issues are not part of your responsibility, but considering my account was hacked when I hadn’t been near a computer for over a week suggests that maybe it is. At the very least, take some responsibility for the fact that accounts can be changed without so much as a confirmation prompt to the original email

Archon.7128:

but considering my account was hacked when I hadn’t been near a computer for over a week suggests that maybe it is.

How exactly? A keylogger or fansite could have your info at any time. Gold farmers/sellers dont use your info straight away. They normally wait a while so you think exactly what you are thinking now.

If you look at it from a third perspective, you would see that with a little common sense.

I have my desktop entirely for gaming and a laptop for everything else. I definately do not have a keylogger. I do not use the same password for different accounts. It is true that what I stated was not definitive proof that they are responsible, I still think the ability to change an account, and only get a “We hope that was you” email is sort of insulting.

That and having had an account compromised before, I knew exactly when it had been compromised, and was certain of what had done it. I learned that lesson. And the people trying to get into my account honestly wasted very little time doing so.

I appreciate your third party perspective, but you have to admit that not all hackers are going to use the same strategy. And look at how many accounts were hacked within only the first week, within the first day, of the game where the LEAST profit from doing so would result. It makes that claim that they would wait just to psyche me out seem a little far fetched.

Edit: I’m not saying it’s an inside job. It’s not impossible, but I really doubt it. I’m just saying taking no responsibility at all for the security issues instead of just saying “It was something we didn’t consider and we are sorry, but we are working / have worked towards fixing it” Would be a lot more positive customer relations that “It’s not our fault”

Like many others i had followed all the security related suggestions, have a clean, virus/malware/keylogger/etc free computer. my pws are 8+ characters with mixed capitols, numbers and symbols. My router log shows no unauthorized access. My email account cannot even be accessed without a randomly generated code sent to my personal phone. I had email authentication in place. Oh and I don’t use any game info related site except the official gw2 wiki.

If I can be hacked, and it isn’t on arenanets side, then anyone can.

As for item restoration I’m confused as to why you can’t create item code for players? Or why this system wasn’t in place before launch. You had to have anticipated hackers.

I have several screen shots that show the trading post history records of the items the hacker sold while on my account while it was hacked. I have proof I had those items and all the support team can say is maybe it’ll get restored?

I’m almost in the same shoes as Khazz.2360
Yesterday evening (18/09) when I was home from work, I wanted to play GW2 and found a mail in my mailbox that someone tried to gain acces to my account with a link in it. I thought that not clicking on those kind of mails avoided giving accidentally acces to a third party, so I deleted the mail, but found out I couldn’t get into the game nor my own account. I knew instantly I was hacked.

Thanks to the recovery link here on the support pages, I was able to get controle of my account back with my e-mail/serial code and name of my first character. I changed passwords first time and still couldn’t get in the game, it crashed upon seeing the screen with my characters. I went back into my account and saw that my hacker was still in connection. I disabled those connections and rechanged my password to one that I hadn’t used anywhere and I was back in the game.

Sadly just to know that my main char was naked, my entire bank was cleaned out, my entire crafting componant stock gone, lost 2000 gems, all my gold (and feared they did things with my VISA card) 2 alts were deleted… I had virtually nothing left. Already blocked my card and the banc will give me a new one. Lucky for me the card company told me nothing had happen with my old card, so I was safe.

I filled a ticket, but now I’m reading GW2 still doesn’t have a roll-back system in place, so my question for a roll-back in the first place is kinda like a joke to the support department since I read here that nothing will or can at the moment, be replaced. So basically i’m screwed and I probably will have to start all over. I don’t mind, there are bigger problems than a game, but i’m very disappointed That they don’t have a roll-back system yet. It feels like Final Fantasy 14 all over again, where they didn’t wanted to implement an auction house and couldn’t do roll-back either too…

If I had known this would be the service for those who bought the game, I would have waited a year or 2, which I will do for everything related to ncsoft and arenanet in the future.

I see that pretty much everything I was going to say has been said…
Security is realy top priority in this kind of game.
What if I’m an officer in my guild with privileges to withdraw gold and items from my guild bank with 100 slots. What if we have 200 gold and alot of expensive items and some #¤&/(# hacker/cracker hack my account and steal all my stuf AND my guilds We are just going to live with that, hundred of hours in vein. This is realy important, to make people’s gaming experience as satisfying as possible. If this was happening to me I’l quit GW and would never play another mmo again.
I could have learn playing piano for those 100 of hours, none can steal that from me.
Please don’t say “Go play it then…” because that was not the point:P

Any new info about the rollback function?

Machokitten.2614:

~How soon or soonish will roll back tech go through?
~Is it character specific or account?

the 2nd question, is there an answer as of now?

I don’t think they will answer but I AM kinda surprised they cant restore gold. I am positive its just a value stored in their database somewhere. SQL or Oracle it would be very simple to restore something like gold.

Maybe, and this is just me guessing, its just a matter of them not wanting to refund the gold because of economy issues it would cause with them “creating money”?

hyejinstar.2830:

Machokitten.2614:

~How soon or soonish will roll back tech go through?
~Is it character specific or account?

the 2nd question, is there an answer as of now?

It will be account only.

Any ETA on the rollback function?

So because Anets security is flawed and someone was able to change my email without me having to verify it i lost all my mats and gold that i’ve been saving up for almost a month? And on top of that they cant roll back and get my stuff back from a day ago? Well then, great game and all, however this hacking, botting, and poor service ruined the game for me and i will no longer play. Thank you for the beta weekends.

Oh and bad bad bad decision to put your credit card info up seeing as how you cant remove it, thank god i didnt or else i’d be out who knows how much $

The rollback function still coming?

slazapuss you can remove it when you regain access by going to the gem store as if you were ordering again and click the bin icon next to the card on the payment method screen.

Also the fact that the game has no rollback feature or logging system is a bit of a joke. I mean in order to change an email without authentication is one thing but the fact that arena net are OBLIVIOUS to this until you make a ticket. What happened to IP flagging, Computer ID registering on login (look at STEAM and how they do it you could learn a few things)

I count myself lucky in the aspect ive got my account back with all my lv 80 exotic gear and weapons with gems in still meaning i can grind it back. But others wern’t that lucky.

I also noticed that all my contacts list was deleted but the account had to people on it and i messaged both of them when they were online and it turns out that my account was hacked and all 30g i had on it was sold on a gold selling website to BOTH people on the list after recovery. (i would post the name of it but arena net would probably ban me).

Why not make it so that you can only login with an account name that can’t be changed unless you make a ticket to have it changed. That way if you still own the account email you can recover it. (if they fix the game account recovery page in the EU)

I can deal with the hacking or the lack of security. But an MMO without rollback in 2012 is a bit joke…

yep same happened to me all gold and gems gone they are like sorry to bad email authentication sucks why send an email and then let them on as far as i care its the devs doing it trying to get more real money out of us

Sorry to butt in on another thread but due to a lack of official acknowledgement (but plenty of sympathy from players) on a thread I created last week, I thought I may as well see if this thread can help me.

My account was not hacked. It was the victim of a bug missed by the devs causing me to lose over 3k gems. I’m not that rich in game. I spent all my time since I got it trading anything I had for gems in the hopes that they would appreciate in value. This took me almost 100 hours from the start of no crafting etc just to save enough gold fast enough. Then one day it just said I have 0 gems left; no purchase record, no transfer, no illegal account log in.

GW support sent me in circles for days eventually saying that they don’t have the power to do anything so they send me to the suggestion forum because apparently regardless of a bug they can’t do anything (I’m glad I abstained from putting real money in, although I was planning to). So I left a thread a week ago that has been getting player comments most days, all disgusted that this kind of thing can happen. Moreover, that I am shown no official sympathy or even acknowledgement of my problem. Instead I’m left every day checking my emails and these forums hoping I would at least receive a message saying “sorry but we aren’t going to help because…”. To be honest right now, that’s all I want. A public acceptance of fault so that at least people will know not to waste their time looking for help as I have. Of course, a solution that restores what was stolen from me would be ideal but from what I hear on this forum, the new service that will probably never even be released won’t even help me. How can you people have so little control over your own game? I guess as you already have our money, you really don’t need to help us.

For anyone interested, here is a link to the aforementioned thread.
https://forum-en.gw2archive.eu/forum/game/suggestions/Compensate-players-for-devasting-bugs-i-e-all-my-gems-disappeared-for-no-reason/first#post295276

If you could possibly leave a comment I would greatly appreciate it. Maybe someone with some power will eventually read it.

Thank you.

Lazy.2389:

Sorry to butt in on another thread but due to a lack of official acknowledgement (but plenty of sympathy from players) on a thread I created last week, I thought I may as well see if this thread can help me.

My account was not hacked. It was the victim of a bug missed by the devs causing me to lose over 3k gems. I’m not that rich in game. I spent all my time since I got it trading anything I had for gems in the hopes that they would appreciate in value. This took me almost 100 hours from the start of no crafting etc just to save enough gold fast enough. Then one day it just said I have 0 gems left; no purchase record, no transfer, no illegal account log in.

GW support sent me in circles for days eventually saying that they don’t have the power to do anything so they send me to the suggestion forum because apparently regardless of a bug they can’t do anything (I’m glad I abstained from putting real money in, although I was planning to). So I left a thread a week ago that has been getting player comments most days, all disgusted that this kind of thing can happen. Moreover, that I am shown no official sympathy or even acknowledgement of my problem. Instead I’m left every day checking my emails and these forums hoping I would at least receive a message saying “sorry but we aren’t going to help because…”. To be honest right now, that’s all I want. A public acceptance of fault so that at least people will know not to waste their time looking for help as I have. Of course, a solution that restores what was stolen from me would be ideal but from what I hear on this forum, the new service that will probably never even be released won’t even help me. How can you people have so little control over your own game? I guess as you already have our money, you really don’t need to help us.

For anyone interested, here is a link to the aforementioned thread.
https://forum-en.gw2archive.eu/forum/game/suggestions/Compensate-players-for-devasting-bugs-i-e-all-my-gems-disappeared-for-no-reason/first#post295276

If you could possibly leave a comment I would greatly appreciate it. Maybe someone with some power will eventually read it.

Thank you.

Looks like they’re still giving you the run around.

Apperently your last topic (which i posted a comment of disgust and suggestion towards) was considered “pointless to post lengthy complaints that lack any information that would allow us to assist you.”

even though i thought you gave every bit of detail you could hand them.

Not to mention you apparently e-mailed them of your complaint before you even made a post to the forums, even though they say.

“We just ask that you try working through the tickets and not posting immediately in the forums, as that can be a real waste of resources, with multiple people reviewing the same issue.”

Although in my opinion that redirecting complaints to another complaint department instead of doing what should really be done and seeing they should have full control of their own game they should easily refund your gems.

If you ever do draft a petition i will be glad to sign it in support.

MBoy.1902:

I filled a ticket, but now I’m reading GW2 still doesn’t have a roll-back system in place, so my question for a roll-back in the first place is kinda like a joke to the support department since I read here that nothing will or can at the moment, be replaced. So basically i’m screwed and I probably will have to start all over. I don’t mind, there are bigger problems than a game, but i’m very disappointed That they don’t have a roll-back system yet. It feels like Final Fantasy 14 all over again, where they didn’t wanted to implement an auction house and couldn’t do roll-back either too…

I know how you feel. I got wiped out at level 80. I was left with 5 silver and amazingly my equipped gear. Everything else (with the exception of karma and miscellaneous items, like one stalk of asparagus, 1 mithril ore, 1 wool scrap) was taken. They even took my bags.

I was able to get my account back quickly but there is nothing they can do about the lost gear. I do not blame Arena Net for getting hacked. I am disappointed there was not a rollback feature implemented sooner because my interest in the game was killed when I got ripped off. I can only afford to teleport to lower zones, can’t afford to repair gear, can’t buy salvage items for the level (not that it matters since all of my mats were stolen), and I had my dungeon tokens stolen (which are not fun to grind for). My guild has offered to help out but I don’t want to be a charity case.

Part of me wants to create an alt or try to rebuild my 80, but without some kind of rollback feature in place, I don’t even want to risk getting wiped out again.

Any further developments on the rollback module? Thanks,

Just and FYI as I was Hacked like most of you with a different password that was not used on any other sites and told it was my fault.
I was in the process of building my legendary Long bow and the big over site (still not corrected) of AN putting a 6 silver and few copper value on all gifts used to make a legendary item venderable caused the farmer who hacked me to sell my gifts of travel x2 (took over 200 hours to get 100% and 80 on my toon) and a Gift of wood to be vendered.
What hurt is when you log in and out of the game they server forgets past sold items so I couldn’t replace the items…
Needless to say I’m starting an alt… and have since re-rebuilt my gift of wood. But I will say I did receive a reply from support that when they can create items like the gift of travel they would look into replacing them for me. I don’t expect them to restore the gift of wood, but the travel is unique to the account like a quest item. It would be nice to have the vender amount removed from all legendary item parts though so the hackers don’t vender 100’s of hours of work for 6 silver…
Also I would not want a roll back as Id loose 100+ hours of time since my hacking :P I lost 20 gold and a bunch of items but the only thing I would expect restored in the gift of travel as its not a bought thing but a reward for individual character.

I was one of the first to report that my account had been hacked, and I was always told that he would have no tool to recover my lost items, now I see this thread, my question is:

Can I use this service in my account, even though almost one month I was hacked and lost my pre legendary item The Lover?

Do not mind having to roll back a month.