Guild Wars 2

Ticket number: 557353

My account was compromised 6 days ago (20th April), I have secured the account with a changed password and mobile authenticator and I raised a ticket.
Much of the account was emptied of gold and items, I requested that it be reset and that the account e-mail address be changed (Details in the ticket) due to repeated password requests that don’t originate from myself.
I have heard nothing back from Support, could someone please look into it, thank you.

Hi there,
I post not for me, but on behalf of a trusted friend who is having issues with Support and his account. He explained to me in detail what the problem is (without telling me any personal information) and it is not anything I can help with. He asked me to post because he is unable to access his account. He has attempted to reset his password using both https://account.guildwars2.com/reset-password AND the up-to-date https://account.guildwars2.com/recovery but had no success with either as he failed to receive the email. He is using AOL and he states it works fine, receiving emails from other people, including GW2 Support. He submitted a ticket by himself stating the issue of resetting his password (and another issue which was temporarily addressed). He received a prompt response saying that his ticket would be prioritized, but has since heard no response for 3 days. Himself and I would really appreciate help with his issue as I need him to do fractals with me
His Ticket number is 564267 – “Not receiving any Email”
Thank you for your time and cooperation!
Churcheell
Please let him know if you need any additional information regarding the matter. For obvious reasons i won’t reveal contact details here and they should be in the support ticket anyway. He will also read this post too (hopefully)
Thanks again

Ticket 557963. My account was hacked six days ago as well. I have received automated responses, but no correspondence as of the 25th.

Churcheell.2871:

-snip-

Hey it’s the account from Churcheell’s post. About 10 mins after he said that I got a reply from support and everything was fixed. I just wanted to say I am really happy with the GW2 support because they are professional and very quick (in other MMOs both of these may not be the case).

Thanks all

I submitted my ticket on tuesday. I explained my account was hacked and asked for restoration. I was asked to provide some more details to prove that it is my account which I did. The only thing that happened since then is that my access to the game was blocked (I’m writing this from my borther’s account). My ticked number is 563589. I just wanted to make sure my ticket wasn’t forgotten.

Hello,

Yep sorry for the four tickets, but it was first time for me to asking support for help. Didnt know how the ticket system work here. Now i know. The other tickets you can close it, if you want. I need only respond for ticket- 552786. Thank you for help and i am glad it is still in progress.

what is the situation for my frend on ticket 566312??

The abysmal level of support here is not acceptable. I was promised a refund, and now items I would be buying have been put on sale while my ticket stews.

Ticket 562525

It’s been three days now I suppose my ticket number is 560352.

Hey!
This past Sunday I submitted a ticket (no. 561185) about a hacked account. In response I changed my password and started using a mobile authenticator. If possible could you guys restore my account soonish? I really love your game, and miss hanging out with some of my friends online.
Thank you very much!
~Jhigha

Hey my ticket number is 559338, my account was stolen and a GM was able to reset the password for me and I got it back. However the GM told me to respond promptly about a restoration because it may not be available indefinitely so I did and Yes I definitely do want the account restored.. But it has been 4 days and I have not gotten a response. He said to respond promptly so I am worried that I may not be able to restore the account if I don’t get a response soon.

Can you restore my account please?

ticket #566836
account taken. retrieved after sending in ticket. all items destroyed and sold all gold and gems removed. 3 days old. happened around 4/21-4/23.

Sweet, I’m under review.
Thank you Gaile, that was what I needed to know.

Ticket #568368

Account was hacked/compromised and restoration ticket was sent, have given a brief information of what was stolen overall. Hopefully this issue gets resolve ASAP!! Thanks for all the hard work!

ticket 553384 Under review on 24 April 2014 but on 25 April 2014 no news on it. Wierd

Ticket number 563589

The last email I received from support was on Apr 22 15:19 and it didn’t really answer the question I had nor did it help with my issue. Did you send me any emails after that one? I don’t really see a reason why I wouldn’t recieve your emails. I checked my spam folder and deleted messages and I have you in my contact list. On top of that, I’m not using any of the email providers that cause the issue.

Ticket: 557353

Thank you for the reply Gaile!
If possible could you note on the ticket that I also requested a change of e-mail to a more secure e-mail address, details of which are in additional replies to the original ticket I raised.

I still need assistance with ticket #557511

Gaile Gray.6029:

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

My support ticket #540907 has been under review for more than 10 days now . Im beginning to feel hopeless :|

Ticket: 534713
7 days no response

Has been several days since I submitted my ticket (I understand that there is a large volume of tickets coming in, and the emails back have confirmed this), but I was curious as to the current status of it since the last email I received was a couple days ago.
Ticket # : 561510

It has been a few days since I heard about my ticket, curious of it’s progress.
Ticket: 557196
Thank you!

Been 8 days since ticket was submitted, I am fine with the delay however I would like to continue receiving up to date messages similarly to that were sent on the 3rd and 4th day about the delay. No notification during an entire week is making me concern my ticket is lost, thought I doubt, it must just be still in queue.

Ticket #: 552404

MarwallBe.5370:

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

It’s has been now many days that it’s “under review”…

566428 started with the removal of the mobile authentication and moved on to the info that i been hacked, I asked for a roll back and how to change my email but have not heard anything since Apr 23 at 2:01 PM cst! ty

IMMEDIATE ATTENTION please

ticket 552598

DO NOT reset my account yet please

I got the email from you on my new email, but the hackers hacked into my new email to at Microsoft

Called my ISP and they reset the password on my email as my old email account had showed unauthorised activity

New PC I got here from Dell and I have no idea how to do a clean install as I suspect a keylogger (scanned with Microsoft essentials, Spybot, and Malewarebytes and all showed nothing)

Going to need a few days before an account reset so I can do a clean install and reset all my password…drive for a living so I can’t always respond immediately

thank you for you patience as I am at my wits ends after being repeatedly kitten d by hackers and loosing all my AH stuff to

Ticket: 566422 right here.

been 3 days and I really am worried about my hacked account situation. I just want my account restored and hopefully this will be the last time I ever have to contact you guys.

Ticket: 555983
It’s one simple refund, sadly i forgot to send the 2 outfit requests at the same time, first got asap, but second it’s already almost 10 days without one reply.

Ticket Number: #567449 “roll back”
Hi just wanted to see if my ticket is still at que. Had serveral tickets #557148 account issue #565977 mobile authenticator created which was resolved to my satisfaction and now what is left is a roll back of the account before all my inventory, bank and equipment have been destroyed. An update would be much appreciated thanks.

Gaile Gray.6029:

Attention:

Please do not post about an account restoration request unless you have been waiting more than five days. Account restorations are the most delicate and time-consuming of all investigation, and we must allows the agents time to do these thoroughly and correctly.

Thank you for understanding.

My ticket number is 559338, I have been waiting on an account restoration for nearly 6 days, since the ticket started April 21st at 7am, it is now April 26th at 10pm. I was worried that my account may not be able to be restored because the GM told me to respond promptly because the restoration may not be there later.

The account was confirmed compromised by a GM(GM CeoG) and he asked me if I wanted it restored or not, when I responded to the ticket saying yes I wanted it restored.. it has been 6 days since a response. I was hoping for at the very least a confirmation that they were restoring the account but I have gotten no response.

Ticket: 557113:Town Clothes Gone
Issued on Apr 19 22:50
I am having a problem with town clothes conversion, after talking to BL armorer on all chars only got half of my “costumes” & “toys” converted, other half is missing. (details in the ticket)

Got a reply on 22th April and replied with info, since then no contact.

(and yes I’ve followed the guide/article in knowledge base)

Hi Gaile,

My partner is wondering if you might have an update on his ticket 568230, regarding an account hack? The ticket was logged on Thursday so that would be three days ago.

Thank you! We do appreciate that there are a lot of tickets out there at the moment, but he’s going slightly crazy without GW!!

Ticket 555400.
Sent about a week ago. Had no response except for the “thank you for your submission” one. Seems like there is no sign of resolution. Please respond to this asap. The end of the month is approaching fast.

Ticket 513029

All information should be in ticket.

Hello,

Just following up on my support ticket number 560286

Created: April 21
Update: April 23
Haven’t heard anything for 5 days

Thank you

Ticket 566783..
After the recent hacking malarkey I have finally been able to gain access to my account today.. Thanks to GM Little for your assistance, someone finally read the issues within the ticket, not just reset a password..

I requested within my ticket that my account be fully restored.. when logging in to the game 30 mins ago and almost 5 days after the ticket was submitted, I find the account still unrestored, pretty much empty and the frustration is boiling over.

Please restore my account to the state is was in prior to it being compromised on 23rd of April… all items, gear, money, gems etc.. and our guild bank is completely empty as well!.

Bloodstealer.5978:

Ticket 566783..
After the recent hacking malarkey I have finally been able to gain access to my account today.. Thanks to GM Little for your assistance, someone finally read the issues within the ticket, not just reset a password..

I requested within my ticket that my account be fully restored.. when logging in to the game 30 mins ago and almost 5 days after the ticket was submitted, I find the account still unrestored, pretty much empty and the frustration is boiling over.

Please restore my account to the state is was in prior to it being compromised on 23rd of April… all items, gear, money, gems etc.. and our guild bank is completely empty as well!.

https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/8#post3961628

Hello, i posting on here because i have been waiting since i believe the 23rd of April to receive help on my account being hacked/taken over. I did receive help within two hours to retrieve said account, but have not received anything as of my account being looked into since everything was taken. I did open separate tickets on the issue. one being account retrieval. which was taken care of. So i opened new ticket for a snapshot reset. Since submitting it i have not heard anything from support regarding if it is currently being investigated or such. it would be really helpful if i could at least get an update as to if my ticket is still under review/investigation. My ticket number is 566836. I have just been hoping on to see if they reset me or not and then get back off since the incident. I would really like to play with my guild mates again. Thank you.

It’s been 3 days since my friend, G Mayne.2903 submitted his ticket, I am posting this here for him because he can’t even log on to post on the forums. His ticket number is 569009.

Thanks for your time.

Ticket : 549610 Golden Chest from wurm missing
Created : 19/04/2014
Last info : 22/04/2014
Edit:
The last information from support team was “that we aware of the issue.Check the forum for future notes”.
And in the morning (my time) 28/04/2014 I’ve got mail : please rate support. Does it mean the ticket is solved? I’ve never received any info regarding resolution.
Or it is just … rate support so far?

If the former – Gaile, the message is totally unclear. I work as a developer and time to time I’m on both sides of the stream – as a user creating ticket, as a developer resolving it. In our support system, all the ticket regarding one cause of bug are gathered and connected to the change request/plan. If the master request is completed – all the ticket connected to the master are also changing the status to resolved and the communication is sent to users that their own ticket is resolved by the update xxxx. This is to avoid any confusion.

Back to the topic – I’m now confused.

Hello Lady Gray,

I know the whole team has been very busy but I was wondering if you are able to check the status of ticket # 567256? My account was compromised 5 days ago. I was able to get my password reset but still waiting for response on rollback/getting items back.
Thanks for your help!

I’ve sent my ticket(#554490) on April 19th, now it’s the 28th. Can I know my ticket’s status please?

I would like to check once again on ticket #557040.

Three days ago, it was mentioned to be queued for account restoration (and I haven’t heard anything since). I want to make sure it hasn’t changed to “resolved”, since it hasn’t been resolved (still need account restoration and unlinking of mobile authentication).

Thanks.

Ticket #559026

i sent my ticket last week am i still in queue for restoration just wondering because i cant wait to play gw2 again