Guild Wars 2

Hi a few days ago I was playing online when I got booted from my account. When I logged back into it I realized that all three of my characters were deleted and someone created a new level 1 character. I instantly realized my account was compromised. After looking into the situation I realized my email account was hacked. I regained control to the email account and reset both my email password and gw2 password. I added the mobile authenticator to my gw2 account and set up mobile 2 step verification to my email address. I submitted a ticket in regards to recovering my deleted characters but I have not gotten a response yet and it’s days later. Sadly I just got my cousin to start playing the game and got my brother back into the game. Now I can’t even play with them because I refuse to do all that work all over again. Please tell me if and/or how GW Support can resolve this issue and if/when the will recover my deleted characters.

You should have gotten an automated response email within a short time. Check your spam and junk folders to see if it went in there. Read the thread Not getting our emails. If that’s not solving the problem you might want to make a brand new email that works with ANet then update your ticket and tell them to send replies to the new email.

Thank you so much. I got a few people to go out and buy the game since it was on sale and they have been so disappointed considering I haven’t been able to play with them and they spent money on the game just to play with me. I have been waiting and checking multiple times a day for a response. I have complete access to the email account and my gw2 account now. My major concern is that my characters wont be able to be recovered after all the time and money I invested on them. I appreciate you response Talon. It’s good to know that my situation is at least being review. Thanks again.

I just read the link you posted and it made me feel much better to know my account can be restored to its initial state before my account was compromised. When it is returned will it delete any characters I have made since then. I only ask because like I said the people I got to buy the game have been begging me to play. I made a new character just to show them the ropes but don’t want to do to much on the character if its just going to disappear once my account is restored. Also still waiting on an update from support. I’ve only heard from the forums since the day of the incident. Still no word from support

When your account is rolled back, it is set in a place before any compromise, etc. Thus, anything you have done since that time is just as it never happened. So, yes, any new characters will be lost.

That’s what I tried to explain to them since I figured that’s what would happen. Well I guess it’s just the waiting game now. day 4 so I hope I hear from support today. I been playing League of Legends to kill my free time. But I really wish I could GW2 especially since I got paid and couldn’t wait to level up my guild with influence for my friends and buff up my character

Is there anyway someone could please check the status of my ticket or direct me to where I can. Thank you

happened the same to someone close to me and the answer she got is that there are enough protections in place to prevent “accidental” character deletion so nothing could be done.

the support was adamant on their decision, best of luck :\

I read the forum post and rules for rolling back accounts. They do offer one per lifetime of the account but it cant be because of accidental deletion. My account was compromised so I’m in the clear but it’s been almost 7 days and I have heard nothing back out side of this forum post and every time it’s (Your ticket is with the right team). Not that I don’t appreciate the time and updates from the forum but I wish support would get back to me with something. I’m a loyal and paying customer and just recruited 3 friends to play the game and I have been able play with them yet. It makes the game look bad because they are seeing how my situation is being handled so it makes them reluctant to spend money on the game. At this rate it may be back to League of Legends.