I would really wanna file a report regarding about this matter, but all i could find are articles…sigh, just hope developers/ customer service would really help me out on this here how it goes.
11 May 2014 gmt +8 (somewhere within 2~3hours ago) roughly 7pm onward gmt +8
My account has been compromised while I’m having a break after exploring Straits of Devastation. Just when I attempt to login like usual via auto login after saving the details I couldn’t login into the game and so without wasting time I quickly change my password and email password and attempt a login.
When I was in… my level 80s character were grouping in major city storages and auction house, realizing that it is already too late, the hacker salvaged every single epic, and swipe off every single deposited collectable materials away and sold them off, mailing away the gold and left me an achievement GOLDEN on my summary page.
Will ArenaNet really compensate and revert back my items as it was before? like the articles written on the link given https://help.guildwars2.com/entries/27658708-Restoring-Your-Account-After-a-Compromise
I really hope ArenaNet would really do something about this, for I have been playing Guild Wars 2 since few week after the official launch via other guild wars 2 account.
The standard response time from Support is within 3 business days. There also seems to have been a surge of hacked accounts over the weekend (speculation is that a 3rd party fan site has been breached and login account details there stolen), so there may be a bit of delay in the response.
If you still have not received a response within 3 days, update your ticket. (Inculpatus can probably answer this better than I can.)
Your not the only one getting hacked. I was hacked yesterday, they even took my authenticator. But i got that back from Anet.
Now im just waiting for em to fix my gear back.
i just got my account hacked last night..
hacker took all my golds and t6 materials. the hacker even delete some of my armor.. this is terrible.
waiting for account restoration
I truly sympathize with your situation, but I need to make it really clear that posting in the forums will not help with an account compromise situation, and the best place to put your energies (at a time that I know is very stressful for you) is in the creation of a ticket.
Support at the top of this page
“Submit a request”
Provide as much information as possible, and leave fields blank if you do not have it. (You are not required to provide all answers.)
Consider if your e-mail address is hacked. That is usually the case, and if so, you’ll want to submit from a different, secure e-mail account and provide the information about your GW2 account in the ticket.
Account compromise incidents are very sensitive and can take several days to resolve. Please read these articles or posts for more info:
Got hacked too but acted just in time. (they had already changed my password somehow). Reset a new email address trough support and installed the authenticator. No way they can get in but I still DAILY get emails send to my new email address about password reset requests. Apparently they can’t stop this for me but I can’t go add no reply@guildwars2.com to my blacklist…
Somehow I find it difficult to believe that it is my own fault that the email is known to them. How can they possibly know the new email address I set after like 2 days. Seeing the large amount of people having account problems I would suggest Anet looks into their own security just to be sure.
Did you contact CS about changing email addresses from your former email address? That could cause problems. Not accusing you, just wondering how such a thing might occur. Did you make sure to scan for keyloggers specifically, before contacting CS? There are programs made just for looking for keyloggers, other than the broader Malware programs.
sure isnt my fault thats for sure, for i dont register this email im using on any sites at all other than registering for gw2, and personal use.. and i was about to buy a new spec of cpu on next month for myself during my birthday just to play smoother in gw2, if my account and my belongings really couldnt be recover then i will just say goodbye to it entirely and move on my life throwing this in the corner of my life with disappointment.
Sorry, but those are famous last words of a player that gets hacked again (immediately after having a rollback). I am not pointing the finger at you, I’m simply stating that you need to try and determine WHAT went wrong in the security to allow your account to be compromised and it is HIGHLY unlikely that the compromise was from Anet’s end (or there would be litterally THOUSANDS of hack threads flooding this forum).
Make sure you check with support and ask them for ANY information on tickets they may have opened concerning your account so you can be 100% sure they did not perform a password change in the past. Make sure you do this AND change your email password AND turn on the mobile Authenticator yourself BEFORE requesting an account rollback.
If there were tickets you did not open then your email IS compromised. Note that I could not find any evidence of my email account being compromised and the email provider did not indicate there was a compromise, but there was certainly several tickets opened via my (old) email account with Anet. Either the hackers were good enough to spoof my email address to fool Anet (very unlikely) or they compromised it and my email provider (starts with a Y and ends with OO) was less than truthful with me or just simply clueless or incompetent. It’s free email….how far SHOULD you trust any of them?
YOU MUST BE 100% SURE YOUR ACCOUNT IS SECURE BEFORE REQUESTING A ROLLBACK AS YOU ONLY GET ONE.
We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances
Somehow I find it difficult to believe that it is my own fault that the email is known to them. How can they possibly know the new email address I set after like 2 days. Seeing the large amount of people having account problems I would suggest Anet looks into their own security just to be sure.
If it was ANet there would be TONS of threads each day going: my account’s been hacked. Not the handful we currently have.
A third party site likely got hacked for a majority of cases.
Other cases are keyloggers (in which case changing passwords and emails is a moot point).
Other cases are from successful phishing attacks.
Other cases are guesses (this is probably the rarest, unless your email is your display name @ something.com).
Sorry, but those are famous last words of a player that gets hacked again (immediately after having a rollback). I am not pointing the finger at you, I’m simply stating that you need to try and determine WHAT went wrong in the security to allow your account to be compromised and it is HIGHLY unlikely that the compromise was from Anet’s end (or there would be litterally THOUSANDS of hack threads flooding this forum).
Make sure you check with support and ask them for ANY information on tickets they may have opened concerning your account so you can be 100% sure they did not perform a password change in the past. Make sure you do this AND change your email password AND turn on the mobile Authenticator yourself BEFORE requesting an account rollback.
If there were tickets you did not open then your email IS compromised. Note that I could not find any evidence of my email account being compromised and the email provider did not indicate there was a compromise, but there was certainly several tickets opened via my (old) email account with Anet. Either the hackers were good enough to spoof my email address to fool Anet (very unlikely) or they compromised it and my email provider (starts with a Y and ends with OO) was less than truthful with me or just simply clueless or incompetent. It’s free email….how far SHOULD you trust any of them?
YOU MUST BE 100% SURE YOUR ACCOUNT IS SECURE BEFORE REQUESTING A ROLLBACK AS YOU ONLY GET ONE.
scanned everything before i even posted those words, like others had recommended.
“facepalm” i have the access for my account, no help needed on that…i requested for investigation and is it possible my account could get a roll back and recover my items. or isit bcos all the gem i bought was via gold and this is the service i’m getting?
