Guild Wars 2

So I wake up this morning. Go to log in and boom i get this. The email address you entered is not found. I check my email to see the account was changed 3 minutes prior to me trying to log in.You guys don’t even have a number i can call you on. This is ridiculous. The effort i have put into my guy was more than substantial. Where is the conformation email for me to accept? Wheres the app that stwor had for account security. You give us no options for protection or even no real means contact you. I just lost around 100 hours of work. This is bull kitten. At least have a number so i can talk to someone asap. Not a online ticket how reassuring is that ? How much did you spend on the game ? How much does it cost to pay someone to pick up a phone(yes on weekends too)?

There are 2 million people + playing this game. Consider 3 regions that the game is being played in. Now consider that the game has no sub and relies purely on the RMT post to keep the game running. Plus the fact that its only been live for 3 weeks.

Now consider all that plus the need for 24/7 support.

Thats why support seems non-existant right now.

If it helps, theyve outsourced some of the support to NCsoft, so at least things are moving, albeit slowly.

While you are waiting for your ticket to be serviced, you need to find the point of compromise. Just remember though, ( and this is the sad thing) that ArenaNet do NOT offer a restoration service. The game was released too early in order to compete with Wow’s expansion and therefore the devs had to sacrifice some aspects of the game for later release.

Your telling me they didn’t make money on the sales of a 60$ game sold to 2 million people ? The business model is still made to make money ask league of legends if their model is lucrative . I wouldn’t care if i had to sit on hold for 3 hours just give me a real means of contacting them. I am just annoyed by this whole thing. Forgive my attitude towards you. Its clearly not your fault. As to the issue of them being overwhelmed. that i understand but even the diner down the street has a number i can contact them on. I would of thought diablo 3s massive hacked accounts should of been a warning sign for arena net to think ahead.

Hacking tends not to be so much a server side issue as it is a client side issue. That is to say the hacking going on right now is not for lack of security at ANet. They didn’t lose a list of passwords and logins due to internal security. I’d say at least 99% of all hacked accounts are direct results of lack of diligence on the part of the end user. Either not using a unique password from a previously hacked account or falling prey to fishing attempts.

First week of launch I got the warning email regarding someone trying to reset my password. Most likely someone was trying to log in using my old WoW credentials. I know for a fact that my old WoW account was hacked (luckily long after I had quit playing) because I was unable to log in with it to sign up for the D3 beta.

You can’t blame a lock company for making faulty locks if you leave your key laying around, or worse Blizzard leaves your key laying around.

Louiscifer, I’m curious as to how this is happening. When I go to ‘my account’ , ‘edit profile’ there is no option to change the email address.

It was like this yesterday when my husband’s account was stolen in what seems like the same way as yours.

While I would agree that client-side security is paramount, and sadly it looks like my husbands login details were taken from somewhere else (probably the LinkedIn hack of a few weeks back) the fact is… how can the ‘hackers’ be changing email addresses on accounts when the option to do so seems to be disabled? This gives me concerns about the security of the system in place.

We’ve been trying to reset our emails for some time (due to previously mentioned reasons) but Guild Wars 1 never had the ability to change the root email for the game account, and now they are linked, the person who stole the Guild Wars 2 account now has access to the Guild Wars 1 account too.

I’d love to change my email address (over seven years old) but I can’t because the option isn’t there to do so.

sdsakuragi.8170:

Hacking tends not to be so much a server side issue as it is a client side issue. That is to say the hacking going on right now is not for lack of security at ANet. They didn’t lose a list of passwords and logins due to internal security. I’d say at least 99% of all hacked accounts are direct results of lack of diligence on the part of the end user. Either not using a unique password from a previously hacked account or falling prey to fishing attempts.

First week of launch I got the warning email regarding someone trying to reset my password. Most likely someone was trying to log in using my old WoW credentials. I know for a fact that my old WoW account was hacked (luckily long after I had quit playing) because I was unable to log in with it to sign up for the D3 beta.

You can’t blame a lock company for making faulty locks if you leave your key laying around, or worse Blizzard leaves your key laying around.

I’m very diligent, and they are still trying to get into my account. they have my user name and PW (which has been changed again, now). thanks to the authentication; they failed, BUT, in case you missed it, at least one gaming database has been hacked and email addresses stolen. now they are just PW rolling for the the PWs and whatever else they do to try to get in…:(

It seems to me like they bummed out on support costs by trying to automate 75% of issues. I’m locked out of my account as I was playing on it because of a ‘hacker’ when really my router just died and the automation system has me locked until they read my ticket and fix it. Which will probably take 5+ days. This is just stupid.

The problem here is that Arena Net has had the past 5+ years of online gaming experiences to draw from as it pertains to security. There are very easy and common sense controls they could have put in place to massively curtail what is turning out to be a huge embarrassment.

1. Email addresses should never be your logon.

2. Location IP based aware logon protection. If your account suddenly logs on from a new location based on IP you must provide a second security challenge to authorize that location.

3. Optional 2 Factor logons should have been ready from go. An SMS/text cell phone version and a pay key FOB.

4. Any change of password or other account info should require that a verification email or text message code be used before it can be made.

5. Provide a pin or have the user set a pin at account creation(that can not be changed unless the account is verified compromised and returned to the rightful owner) that can be entered on the game support site (along with some other user information) to temporarily “freeze” the users account and automatically start an investigation/open ticket into the comprised account.

And so on and so on. This entire mess is pretty bush league and worrisome from a company that wants access to things like Pay Pal and credit card info to sell you gems.

Also remember that until a day or so ago, you couldnt remove your credit card info from the game, including the CVV code and expiry date.