About to relocate, policy?

About to relocate, policy?

in Account & Technical Support

Posted by: Hezaboro.5491

Hezaboro.5491

Q:

I figure I would post this on the forums instead of send in a ticket as the poor CS staff has a lot to deal with and was wondering if the community knew what to do in this situation.

My father recently became very ill so I will but returning to my home country. Along the way, I will be stopping in four possibly five different locations including other countries.

Since I will be logging in from a bunch of different places in a short period of time, do I need to inform CS of my situation so they can make a note about it for my account like I would a credit card company or my bank? I completely understand that the possibility of having my account locked because of the many locations appearing on my account is 110% reasonable, but I would like to avoid it if I can as it will be a real hassle.

Thanks in advanced for your responses

About to relocate, policy?

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

A:

If you have E-mail or Two-Factor Authentication in place, you will be asked to validate your new locations. If you do not have authentication in place, you will most likely be able to log in without any delays. And when I say “delays” I want to point out that the delay is a good thing, in that is helps you secure your account from intrusion by others.

Contacting Support in advance of your trip would not be helpful in this situation, but the team remains available if you need assistance on your journey.

I hope that your father’s help improves and that you have a pleasant visit with him.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

About to relocate, policy?

in Account & Technical Support

Posted by: mercury ranique.2170

mercury ranique.2170

Sorry to hear bout your father. It’s awesome that your returning to him to be there for him. He must be very proud and happy with you!!

There is not an issue here with CS and there is a pretty good system in place.
Whenever you log in from a strange location you are automatically locked out and an email is sent to you to confirm that you are the accountholder. In the email is a link you have to click and after that you new location is added as a trusted location. Keep in mind that it sometimes takes several minutes for this email to be sent to you.

Through this website (my accounts) you can remove locations again when you not visiting them any more.
You can also start using the mobile authentication. This replaces the function of the e-mail and is basicly a mobile app (iphone, android or windows mobile) that generates a code you have to provide on your computer.

Arise, ye farmers of all nations
Arise, opressed of Tyria!