Guild Wars 2

I have an open ticket for my Wife’s account and my account I submitted that was caught up in the botting account terminations.

Unable to create a support account, I used my son’s account (This one) to submit the ticket/incident for both my wife’s account & mine.

The incident was submitted on 11/6/2012 and we have not had access to either accounts ( When we launch the application we have gotten the message that the account has been terminated due to botting, etc….)

I haven’t received an email /update other than the system generated one that was sent during the time when the ticket was open on 11/6/2012

Checking now I get the message that you have detected that my account may have been accessed by an unauthorized individual. etc…. On my account.
On my wife’s account it still states the original generic message about botting, etc..

Please note, this morning I got the botting message on both accounts

Would a GM please guide me on the next step? I don’t want to open new ticket (which I have read is not encouraged) for this new message prompt.

If I don’t have access to the account, which we’ve checked religiously, I don’t understand why the new message is given. I could only assume its a false/positive

Hi,

You should create a ticket for each account. Have a look at this thread: How to submit a ticket, you will find all required information you should give when submitting a ticket. If you didn’t, please update them.

Thanks for your help, the topic is now locked.

This has also happend to me. My post is not as eloquent as yours. I was checking for updates to my ticket on my work computer and it went from botting to unauthorized user.

Yes I have the same thing first from botting to unauthorized user. I don’t know what going on. I send a ticket out 3 days ago still no reply from support.

Good news on my side, the issue for me is half done. My account was restored, but my wife’s account still has the botting message pending.

I just hope they don’t close the ticket thinking its completed.

I forwared the email + updated the ticket with the reply of my wife’s account still pending.

In short, I’m still waiting for full completion. if you have the same scenario of the message difference, I guess you can consider that as it is actively being worked on.

Hang in there.

I’m only guessing here, but the reason the message has changed is probably because they’ve investigated and think that your account was compromised by account thieves, who probably used your account for the botting that led to your ban.

Make sure that you have a ticket open for each account that has been banned so that they actually investigate both of the accounts (if you try to do both in one ticket they might not actually be investigating both of them, as customer service usually don’t read tickets properly).

Also whilst you’re waiting make sure that your computers are secure by scanning all machines you’ve ever logged in on with both a virus scan (for ex. AVG or Avira) and at least 2 different malware scans (for ex. spybot, bitdefender, malwarebytes) to ensure that you weren’t the victims of a keylogger.

You might also want to investigate options to use either the google authenticator (this provides two-factor authentication, which is one of the best ways to secure an account) or a much more complex and longer (preferably randomized) password to keep your account safe from future ‘hacking’ attempts.

I myself started using a password safe after one of my email accounts was compromised through brute force a few years ago. Since I (still) don’t own a smartphone, two-factor authenticator is usually not an option for me, so I rely entirely on the strength of my passwords. The advantage of Keepass is that it allows me to easily set up randomized and insanely long passwords for every game, service and website I use, as well as changing them as often as I like. I only need to remember one master password to access Keepass and I can take it with me anywhere I go on a USB stick. There are some minor inconveniences (like having to make regular backups and needing the USB stick to log in from remote locations), but the pro’s far outweigh the con’s when it comes to security.

PS: if you had email authentication enabled (this means the system will send you an email message each time your account is accessed from a new IP address) then you should also make sure your email account hasn’t been compromised, because with email authentication turned on the only way account thieves could have gotten into your account would be by accessing your email and clicking the confirmation link or by spoofing your exact IP-address. Usually it turns out that it’s the former, which would make it very easy for the thieves to re-compromise your account after you get it back.