ANet needs to access my account re ticket?

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: courin.2314

courin.2314

So, I recently logged a ticket for an issue. Got the standard “We’ve received your request”, “We’re looking into your request” emails, but then got one that said

“In order to investigate your case, I would like to request your permission to log in to your account. Please note that in doing this, we will need to change the account password and we temporarily will disable any authentication features that are present on the account. Once we have logged out of the account, we will re-enable e-mail authentication on your account, if you currently have it enabled, and we will reset the password for you once more as well. If you have enabled mobile authentication on your account, you will need to re-enable this feature manually after we have logged off of your account.

Please let us know if we may have your permission to proceed."

Now, this did come back to me as a reply in the thread for my ticket, but I’m curious if anyone else has ever had support indicate they needed you to disable authentication and let them log into your account (thereby changing your password) before?

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: JustTrogdor.7892

JustTrogdor.7892

Your message reads that Anet is stating they will be temporarily disabling authentication when they log in to your account. It doesn’t look like they are asking you to disable authentication. All they are asking is for your permission for them to log in to your account. Then they go on to explain what will occur when they do so.

The Burninator

(edited by JustTrogdor.7892)

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: courin.2314

courin.2314

The point is nevertheless that my account will a) have existing authentication turned off, b) have password changed by someone other than myself, and c) have them access my account.

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

It has been posted, previously, on the forums that the CS Team has asked for permission to log into someone’s account to investigate an issue.

It is up to you to decide whether you wish to allow them to do so (and possibly assist you with your issue), or not.

Good luck.

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: courin.2314

courin.2314

Thank you Inculpatus, that was pretty much what I needed to know to feel just that little bit safer! Much appreciated to know that there are precedents!

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

You are welcome, and I am sure your account will be safe! =)

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: Brother Grimm.5176

Brother Grimm.5176

I have seen this request (and this question) on these forums before, so it’s not an unheard of thing for Support to ask.

I agree that I would be highly suspicious and uneasy about allowing this and it would greatly depend on what the actual issue was for me to consider the answer.

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

ANet needs to access my account re ticket?

in Account & Technical Support

Posted by: GM Talon.8726

GM Talon.8726

Lead Game Master

Yes, this is something that we may request for certain occasions and is not at all out of the ordinary. Some issues require us to see what it is exactly that you are encountering since it may be an anomaly that we otherwise wouldn’t be able to identify.