Guild Wars 2

I post this from my wifes account, as mine is suspended from game – and that seems to also affect my ability to log on to forums.

First, I have opened a ticket to get my account reinstated – and I’m waiting for that process to tick through – But this question is about understanding what the …. happened.

So, I played all morning today – I use a semi ok password (it’s used on other sites, but hard to guess).

Went to log back in after lunch, and was met with this message:
“We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been suspended until this matter can be resolved.”

Now here are the questions:

What happened? Did someone from a completely different IP log me on? I looked in the log in my account on the web site – And could only see myself. Or is it enough that someone tried to log me on?

What can I do to avoid this happening again? I just lost at least this weekend and probably more of play time to a “may” issue … I don’t want that to happen again – And if this is just someone trying to log on, my password strength wont really matter.

Why was there no email? No email about the suspension was sent – I can log on to web site, only indication of this is the message when I try to run the game and the fact that I get a weird error when trying to log on to forums.

During Beta, I approved my account to be logged in from my computer – Basically only way to get in game then – Why isn’t that mechanism protecting me from this? Has that information been removed from my account?

While I realize that this is for my “protection”, the amount of frustration caused by the suspension happening with so unclear reasons – And during a weekend – can’t be described.

Also, is the thread stickied above a joke? 3-5 days to fix things like this?

Guess that’s the flip side of free-to-play…

I am now restored after 24h or so – Not bad – Thanks.

However, there is absolutely no evidence of intrusion on the account – And I have received no word on what caused this. Hence I am very worried I will have a new suspension shortly (even though all my passwords are changed, and were changed on a iPad, and the copied pasted into the GW2 client to avoid key-logging if that would be the case).

Given the number of people that get this repeatedly for no reason, I think there is good reason to suspect that you have a “ghost in the machine” slapping these suspensions out unnecessary – And thus increasing the workload.

I have updated my ticket to ask this question as well (120922-004946), but I think a public reply would be good.

Some example threads that mention this:

https://forum-en.gw2archive.eu/forum/support/account/Error-45-6-3-2114-for-the-fifth-time-within-a-week

https://forum-en.gw2archive.eu/forum/support/account/Keep-getting-suspended

https://forum-en.gw2archive.eu/forum/support/account/We-have-detected-that-your-account-may-have-been-accessed-by-an-unauthorized-individual

https://forum-en.gw2archive.eu/forum/support/account/Account-suspended-because-of-unauthorized-individual

https://forum-en.gw2archive.eu/forum/support/account/Hacked-Account-Need-Help/first#post223312

Ohh, to clarify one other point: Support confirmed that email authentication is enabled on my account – I have however not seen a single “authentication” email since the beta.

My email carries a completely different password and is protected by google authenticator.

So … what really has me worried here is that – There was an intrusion, big enough to have me suspended – But somehow this email system did not fire, at all, not even once.

(I obviously checked spam etc).

Same problem here… I am now unable to login for 36 hours with no reason because I can still log in my Forum account and there is no record of outer access…

Same problem, also. I’ll be honest, I’ve been looking forward to this game for a long time, and now this is probably the worst MMO experience I’ve ever encountered — and it has nothing to do with the actual game (just my ability to play it…).

Decided to post here rather than reply to the email received earlier as that is not resolving my issue. Asking for this to be fixed.

No.. there is no malicious spyware/bloatware/viruses on my computer. Reformatted after the first “Suspension”

No.. This isn’t a cause of my actions in the game.

Yes.. I authorized my IP address via email. No other authorization emails were sent to me detailing any other IP other than my own.

Yes.. I authorized my IP address via email. No other authorization emails were sent to me detailing any other IP other than my own.How can my account be hacked if I am required to authorize the ip via email?

I feel your pain. I do.

My problem is a bit more complex, but in waiting for it to be resolved I asked for my GW1 and GW2 accounts to be linked, and they couldn’t even get that simple thing right.

So very disappointing.

So…. I got response to my question about clarification …

Quote:
Hello **** ,

After reviewing your account, it appears that this issue was resolved. If you need anything, please let us know.

Thanks!
[GM] Jay Beeze
Guild Wars Support Team
http://support.guildwars2.com/

… So I guess if we want an answer as to why this is occurring, maybe we will get it here?

I’ve yet to be re-suspended, but I am fairly worried I will be as there was no problem last time…

Not sure if there is any point in reopening the ticket and asking them to actually answer the question :P

Replying to this thread as I have still yet to have any resolution to this issue, or have any of my questions answered.

Same thing has happened to me and I’m certain that noone else but me have had access to my account. I wish they would just wait until a player actually reported their account hacked, instead of acting on some weird suspicion.
I have waited for support for over 24 hours now, and I’m still suspended. I don’t think I’m getting my money’s worth, although it’s F2P it did cost 40 euro to aquire and I expect to be able to play the game I bought…

I’ve been very frustrated with this game. I love the game itself to death but I was one of the 11,500 people who were hacked on launch. I got my account back and unsuspended it. Then enabled e-mail authentication. I’ve since been suspended twice more. Once a few days ago and again today! I cant play the game for more than a day at a time because whenever I do I get suspended! This is ridiculous. Leave me alone and let me play the game! The cause is someone “may” have access to my account so I’ve been suspended. I haven’t had any e-mails to authenticate another IP from my own. Whats happening!?

I’m on the verge of quitting and telling my friends to never play this game…

I’m asking the same question with no response. My account has been “suspended” 3 times now.

Same here, it would be nice to hear from Anet as to the cause of this…
Now I wait for my account to be unlocked.
and wait, and wait some more…

Mine is for a single compromise. I’ve never gotten an e-mail authentication e-mail except for the first time i got my account back and verified my home computer’s IP. Since then, no e-mails and 2 suspensions.

What if I have had NO compromise incident, but has still been suspended? I have been online for approx. 12 hours straight and had been logged out to the character selection screen due to idleness. When I relogged straight after, I got the suspended message, but my password hadn’t been changed (I’ve changed it now as a precaution).
I run a tightly secured home network, has worked as an IT security consultant with 20 years of IT experience. I have never been hacked before, and I have never had a virus in my network.
My account is still suspended. I was contacted yesterday though, but only for further info like my serial code. Now I’ve been waiting for a day for you to process my info – I just hope you don’t need any other information so I’ll have to wait another 24 hours for a response.

My brother-in-law has been suspended 3 times, It happened the final time just like the poster above me. He was playing the game fine, relogged and then boom he got suspended. We checked the security tab on the my account area, and he’s the only person accessing his account. He even reset his password and it wont let him back in.

He has an active support case with you, but has not heard back in over 24 hours.

His support case # is 10246490.

He isn’t exactly computer savvy so thats why i’m trying to sort this for him.

First off I appreciate ArenaNet’s support team trying to protect accounts, and I know many people need it. I was suspended much like the other posters in this thread, as I was the only user on my account, and the security tab of the forums confirms this. Likewise, I submitted a ticket and got a response 24 hours later.

The GM needed my CD key and my account name, which I already attached when I first submitted the ticket. This really is a problem. I obviously don’t know how it works behind the scenes, but that needs to be looked into.

The problem with me is by the time I get my account back, I’ll be 48 hours behind in the race to a legendary. Kind of a big deal to me.

There needs to be a way to turn this automated system off, or the support team needs to look into the algorithm and tighten up any loose ends, it flags way too many false positives.

Still having this problem. I tried to log in to play tonight, and my account is suspended again for the third time in a week. As far as I can tell, I was never compromised to begin with the first time.

I don’t know what to do. Every time I want to play the game, I find that I cannot log in and have to go through a series of ticket correspondence that is taking at least one, and sometimes several days. As far as I can tell, no other IP has accessed my account, and my characters have been unmolested after each suspension is lifted.

If there is anything I can do that would allow me to actually play the game I purchased when I want to, I’d appreciate the insight. At this point, I’m pretty disappointed and frustrated.

Thanks for reading.