Guild Wars 2

Dear Lady Gray
I am chaos mordark and my issue is a hacker some how hacked my email account and emailed your support team asking for help to get into my GW2 account saying that they had a google app for it and couldn’t find their phone. the truth of the matter is I don’t own a smart phone therefore I couldn’t have that on my account also when they asked for help someone by the name leto in your support team asked for a character name and serial # that was used on the account and the hacker couldn’t provide either they gave account name chaosmordark 8517 and not the actual character name saying that they threw the information away so your person gave them access to my account anyway saying that they didn’t need the information. now everything I have worked so hard for over the last year and half plus is gone they wiped me completely out of everything. I can provide my serial # and more than 1 character name to you if I need to I just want my account back to where it was before the hacker took everything. also I have saved the email conversation between the hacker and your support person in case you need that information and I have changed everyone of my passwords making sure that each and everyone is different and unique.

I forgot to give the original ticket number which is 554090 please help me get this corrected. I have been playing a little bit since this happened knowing that ill lose all progress im making but its ok as long as I get my account back to where it was. I really enjoy the and would hate to stop playing because of all this but if I loose everything with no hope of getting it back then I just don’t know what to do again please help me Lady Gray thank you in advance.
chaosmordark

Ticket #559640

Account password has somehow been changed, without my consent, not sure what was stolen/lost and has since then the account has been disabled by ANet, hope this gets resolved soon, because if there is any lost items I will need to resubmit a recovery ticket.

EDIT: I was able to change my password, so now I just need to be able to access the game and hopefully nothing is lost.

Posting for a friend in regard to the mobile authentication issue. I am sorry if it hasn’t been 72 hours, but the problem is that we are often active at different parts of the day. He hasn’t received a word in two days and has filed multiple tickets, only one of them was answered. The problem is that he posted on both German and English forums, you can let me or him know which of the tickets you want to close, I am sorry for making it more difficult. After one of the tickets got an answer that the team couldn’t help him, I asked him to provide more information about his account in hopes that that was the reason why they couldn’t help. Unfortunately, he told me that the e-mail containing his game’s serial number got deleted because it was old. I know that after hearing that you’d assume it was an attempt to steal the account, but he can provide all other information that you need, and I know it isn’t much but me and his entire guild who have been playing with him for the last year can vouch for that. Thank you for your patience with this, I know it sounds like a mess.

Ok so here goes:

• #560358 Disable Mobile Authenticator – this is the ticket that got an answer, but he opened another with more information in it, so I think this one can be closed

• #560117 Same one, just on the German forums

• #561157 Unlinking Mobile Authenticator – this is the ticket with more information about both account and issue, no answer so far, but this one is the key ticket

He also opened tickets for serial number retreival, I am not sure how that works, but here goes:

• #560363 & #560690 Serial Number – The newer one has more account information provided in it

• #560245 Serial Number – on the German forum

Again, I am very sorry for multiple tickets, hopefully the information here and in the tickets themselves will help you.

EDIT: A big thank you, the team disabled the authenticator today, he got in no problem after that I’ll leave the post as it is in case the multiple tickets need to be closed.

Feycat.4370:

Gaile Gray.6029:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

So where should we post then? I haven’t gotten a single notification after the “escalation” reply, and it’s been 6 days now. Are you saying that people who are waiting for their refund have no recourse but to just sit on our hands? Because things are slated to drop out of the gem store, and since the ONLY refund I can get is in gems, it actually does matter how long it takes for me to get those gems. If CS doesn’t care, who does?

This would be the thread: https://forum-en.gw2archive.eu/forum/game/gw2/Customer-Support-and-the-Feature-Pack/page/4#post3944018

Be sure to read all Dev responses. Good luck.

Hi I would like to know the status of my ticket it’s been 3 day

Ticket number: #557413:Account Compromise!!!

I would like to know the ETA of my account restoration. Its been almost a week. My ticket nimber is 550421:Account Hacked Thanks

Ticket# 558257:Cannot recover stolen account
Raised 20/04/2014 Please could you get an update on my request for an ‘Account Recovery’. I have re-gained control of the account and updated the ticket to request an Account Recovery to recover all the lost items.

Thanks

I beg your pardon dear Gaile but can you explain me how is 464071 resolved that account is still closed with no solution or explanation exept its super private informations are compromised ( like that is not possible) tnx in advance

I would like to request my status on ticket: #546055.
I’ve been waiting patiently, but it’s been over 7 days now. So I figured I should probably check its status now.

Hello,
my account was hacked but I used the “Reset password” option, but after logging into my account there was nothing. All of my items were gone: Armor, Wep, Trinkets, Gold etc. I messaged on the support a few times, but there was no answer on any of them. I read for function called “Roll Back” and I will be very thankfull if you help me. Also I scanned my PC for some viruses and there I found Trojan Horse and I think this is how they have stolen my password. My last login was on 14 or 15/04/2014 because I was on holiday.
My ticket is 560828

Thank you support!

So apparently ticket #537581 has been resolved. My friend still can’t access his account. He has not set up mobile authentication so there is no code he can enter in. He would also prefer if you emailed him back, as it is,he hasn’t received a single email/reply from you guys. He wants to know just what exactly is going on with his account.

Ticket #551155

Fervid Censor Backpiece missing from wardrobe, it has been over 3 days.

Account got hacked blah blah blah April 18th 230am or after. Got up in the (Friday)morning and could not log in. Submitted a ticket and moderator (to my surprise) responded in about 30 minutes and gave me a password reset.

Mobile authenticator attached, which I did not attach. Message moderator again and they removed it within 30 minutes

Go to work and come back around 1am. Password changed again. Reset it myself and messaged moderator that I needed help in securing my account explaining the situation and the sent along IP’s I had recorded accessing my account.

Asked moderator for help in securing my accont and suggested changing my email associated with that account and doing a reset then.

Haven’t heard back from GM Paul since the 19th 125am

Ticket 552598

Thank you

Hello and thank you for looking at my request!
558665:My Gw2 account has been hacked.

I asked to secure my account and all the GM did was to disable the Authentification. So my account has been hacked and this guy even secure it less…

I eddit because i saw i could have a backup on the account and i would like to know if it’s possible

554457 – five days no response.

hello lady gray !:) can u pls follow up my support ticket # 558049 . Thanks !

ScPhantom.6125:

I would like to request my status on ticket: #546055.
I’ve been waiting patiently, but it’s been over 7 days now. So I figured I should probably check its status now.

Got my reply which is awesome. Unfortunately there were some issues, so i sent a reply back, so waiting for another reply

Thanks for the response to my last post on this thread https://forum-en.gw2archive.eu/forum/support/account/WOW-best-customer-support-ever/first#post3946807

Anyways, I’m going to be putting up my ticket here since it’s been 3 days since the incident. I don’t want to sound like I’m rushing things but it’s a real bummer if the best I can do online is sit around and just chat. Furthermore, I believe that a lot of us are experiencing the same issue. Now I tried to turn off e-mail notification on my account, to see if it was possible, and found out that the only way to do so was to set up a mobile authenticator, and I never did that since I’m confident e-mail will be enough. Furthermore, I have checked the e-mail account associated with my GW2 account and find it has never been compromised, or at the least I believe it hasn’t, since it shows it wasn’t accessed outside my location.

Anyways, I hope I can get a response soon. This is my ticket number: 560308.

P.S. I’ve given a more or less specific time-frame as to when I believe I was hacked. Maybe that can help with checking my account. On a further note, I’ll be taking my friend’s advice to constantly check my account on the website to see if the authenticator is still active.

Hello,

I’d like to follow up my ticket, #555884 : My account has been hacked. I got control again of my account but most of my items/gold/laurels are gone. One of the support said that it has been forwarded to the appropriate team for item restoration and it has been 4 days since.

Thanks!

It has been 5 days since my original ticket. Despite the email verification system in place my account was compromised Saturday, April 19 and I lost all my gold and gems, and most likely quite a bit more (I was too upset to investigate further). I filed a support ticket as soon as possible and got a relatively prompt response (same evening), but it seemed like the support agent didn’t even bother to read my description of the issue and just sent a password reset link to me. I followed up on the ticket the next afternoon and reiterated my gem/gold/item loss and hacked account and received response from another agent who also seemed to completely ignore my issue and sent me another password reset. I was rather frustrated with my experience, but I waited two days to see if I got any acknowledgement that support was aware that I was hacked and needed a rollback, but got no new communication and put in another ticket (I realize now this may only slow things down). That was Tuesday and it’s now Thursday. I’ve read numerous threads similar to mine, and it usually seems resolution happens within a few days; I’m just afraid that I’ve fallen through the cracks…
Tickets 564625 and 556774

I made a ticket on 18 April and I have been informed about 3 days ago that is still being reviewed. 553384:Missing PVE armour skins in the wardrobe
Please help

Ticket #549148 , hacked account

Was told it was forwarded, but it has been about a week and I still haven’t heard anything at all (not even a “we’re on it” message).

Not sure if that’s normal, but I’ve been pointed to post my ticket number here.
Hope this will help a bit~

ticket 561063
requested email address change, the address was changed but something got screwed up and it seems to have been changed again, and I cannot access the account. I updated the ticket with the information on why I think this.

FYI
Submitted two tickets due to my ignorance. 558940 to report my account was hacked and 562895 for the account rollback after reading that I could do that. One was submitted on 4/20 and the other on 4/22. I’m sorry about the confusion and I understand the complexity of the situation. I am not going to be upset about the length of time to get my gems and items back if there are repercussions for the hackers.
I have gotten emails regarding escalation on my tickets and not knowing what is taking so long.

First time poster. Would like to check on my ticket #557040 (concerning hacked account, account restoration, unlinking mobile authenticator). Ticket put in on April 19 and no further correspondence since April 20 (3 days ago). Thanks in advance.

My husbands account was suspended for suspicious activity, even though recently it’s only been him attempting to login and it kept telling him the password was wrong. So. He submitted a ticket and it has yet to be resolved, it’s going on four days. Here is the ticket number: #566252

Hello, I’m posting on behalf of my girlfriend in regards to her ticket number #549085. It’s been 7 days and the issue has yet to be resolved. The support people did respond on the 17th and 20th and reset her password, but an email authenticator has been set up on her account so although she reset the password, she can’t get into the account. She’s sent a reply on the 20th mentioning this and it’s been 4 days since then and no response. She is also unable to log into her account here on the forums, which is why she couldn’t post about this herself.

1. Please type your reply above this line -##
   Your request (568653:Change server) has been updated. To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.
   Merrick (Guild Wars 2 Support)
   Apr 24 12:23

Hello Patrutoiu,

Thank you for contacting the Guild Wars 2 Support Team!

I am transferring your ticket to a senior member of the Guild Wars 2 Support Team for further assistance. Someone will be in contact with you as soon as possible.

Regards,

Merrick
Guild Wars 2 Support Team
http://support.guildwars2.com/

Razvan Unded
Apr 24 12:22

hi i want to be transfered from Vabbi to Whiteside Ridge i have 100 gems left u cand take them instead if u transfer me.i dont have any character.

This email is a service from Guild Wars 2 Support.

Request received: 556765
5 days no response
only help !~

Ticked number 560681. Hacked account. I send ticket to support and few hours later got response with asking to change my password (I already did it so I did not see it needed).

Then I asked about possible restore then i got information that my ticket was transferred to Game Support Department so that an agent on that team can assist me.
And after that was 3 days of silence.

Since then my account was hacked 2 times.
IP address was from TX, US. I hope that you can save my account and i don’t have to go to US buy a gun and shoot that mean hacker (which is a joke I would never do that).
(Can you for example block and IP from certain region ? I am 100% sure that I will not play GW2 in USA)

Edit:
I used mobile Mobile Authenticator on my phone but hacker got into my account with no sings that he ever got my e-mail account. Also there was no notification mails in my e-mail. (I runned Kaspersky antivirus and Malwarebytes Anti-Malware but find no viruses or malware)

#550128:
#554022:
im still waiting for a response since 17 and 18, and nothing.

Bart.3672:

Since then my account was hacked 2 times.
IP address was from TX, US. I hope that you can save my account and i don’t have to go to US buy a gun and shoot that mean hacker (which is a joke I would never do that).
(Can you for example block and IP from certain region ? I am 100% sure that I will not play GW2 in USA)

The Texas IP is actually an NCSoft login server. Sometimes there’s a glitch where, when you’re logged in to the site, it shows up as that Texas IP. If that’s the only strange IP you’re seeing, your account is now secure.

Hi!

I submitted a ticket (#548484) about duplicate Marjory’s dagger skins – refund on April 17th, and I still haven’t got any answer, please help me!

Ticket #550694: Daily reset failure. Last reply April 21st by a GM stating to submit bug reports about future issues, submitted April 17th.

Ticket #548647: Deleted character issue. Submitted April 17. No reply as of yet.

#553628:Duplicate Kasmeer staff.
Submitted on the 18th.

Hello! My support ticket #540907 has been 1 week and still not solved .. please follow up im starting to lose hope ;( thanks in advance!

Ticket #550451
Submitted: 4/17/14
Forwarded to (I’m guessing) appropriate department: 4/17/14
Last update sent from me: 4/19/14

Would like to know if I am in queue or in review, Thanks!

Ticket #558540
5 Days Old (Submitted 4/20/14)
Excess Town Clothing

Lady Gray,

I am posting to request a follow up to my ticket #542029, which I believe was combined with a ticket regarding a different refund request #541969.

I understand how busy it must be with the new patch, but I feel like my ticket wasn’t correctly resolved. It was a rather complex issue with a dialogue that took place over several days and was passed between different support representatives.

If you could please take a look when it suits you, I have sent a final summary to support on ticket #541969 for your consideration.

Thank you for your time.

A little help with my tickets would be greatly appreciated. They are:
i) 554587:Accidental deletion of certain cosmetic items
ii) 554571:Refunds for gemshop items (Town Clothes) (A little change if I might add, I would also like to refund my chef outfit as well)

Both are submitted on the 19th.

Ticket#559026
my account was hacked/compromised fix plz its been 4 days Q_Q

As a friend of mine (nosense.4218) cannot issue a complaint on the forums, I am going to do it on his behalf.
Currently he is playing on German Servers with a german client. Well actually he is not playing at all because since April 21st 2014 the mobile authenticator which was implemented on his account wants a number. Great so he thought, checked his smartphone and OMG what does he see? Nothing! No more data in the Google authenticator app. Great. He issued a ticket (#560034) and got a reply on April 22nd. He explicitly told the GM that the authenticator needs to be removed from his account otherwise he will have that issue time and time again. Apart from him being able to log in again NOTHING of the sort was done.
Now, on April 24th it happened again. (ticket #568488).
This is terrible service. How can it be that the GM did not help him on April 22nd. All he wants to do, is to be able to play again but nothing is happening. He has even gone as far as opening a new ticket on the english support site, in the hope it might get done properly and quickly. (ticket #569729).
He is very upset that he is not being heard and his issue is not being dealt with accordingly.
Has anyone got any suggestions what else we can do?
We are simply lost for words. All we hope for is that the support can help us.

Ticket #554490
I haven’t gotten a response in over 3 days, please look into it.

I don’t want to sound rude, but you posted my ticket as “resolved” when you resolved nothing. My account got hacked and I lost everything that matters (91gold, 72 Laurels, whole gear, and most wood and ore materials). I’m still waiting for a character rollback. It’s day 5 now. All you did was to reset my password and change my account e-mail.
Please take my problem seriously.
My ticket number is #557413

Hi, i would like for you to look into ticket with number 550719 .
It’s about getting wrong skin in the wardrobe. Before patch I had dagger from Tequatl’s Hoard: Razor of the Sunless hidden under the Lovestruck skin. After patch i got Lovestruck dagger skin just alright but my Razor of the Sunless is missing. Instead of it I have Terracotta Antique Razor that i never crafted and never could because i don’t have Weaponsmith to 500.
I would be really thankful if you could do something about it.

bluestocking.6148:

Bart.3672:

Since then my account was hacked 2 times.
IP address was from TX, US. I hope that you can save my account and i don’t have to go to US buy a gun and shoot that mean hacker (which is a joke I would never do that).
(Can you for example block and IP from certain region ? I am 100% sure that I will not play GW2 in USA)

The Texas IP is actually an NCSoft login server. Sometimes there’s a glitch where, when you’re logged in to the site, it shows up as that Texas IP. If that’s the only strange IP you’re seeing, your account is now secure.

I was hacked 3 times. First time i lost most of my stuff. Second time I lost little that i had and third time my password was changed without my knowledge and permission. If that was support action then i want my money back because i don’t see how it’s safe for me.

Submited a ticket 10days ago, no reply after the delay mail, ticket #548729