Guild Wars 2

To any mods; this IS an account issue and this IS the account issue thread. Please take that into consideration before closing down this, or any other, post about accounts.

I have been waiting, now day 8, to hear back from customer support. I was graced with one response from a Dorothy saying:

Hello,

Thank you for contacting NCsoft Account Support.

I am unable to change your account name to —-————————— (Email) , as this e-mail address already has a Guild Wars or Guild Wars 2 account on it. We request that you submit another two email addresses of your choice, in order of preference. As long as the name is not already taken, we will gladly change your account name to something you prefer and restore your access to the account.

I responded about 10 minutes after this and never got any other answers. I really enjoyed playing Guild Wars 2 for the two days that I was able to and I hope that my account issues can be fixed quickly, as of now though it seems that very few people who have been waiting as long as I have have been helped.
This is my ticket # if anything can be done soon- 120831-021636
Thanks

My son had his account hacked last Saturday which means a week tomorrow we will have had no account and yet to have any sort of response even! I am a patient person but this is making me really rethink getting us all an account. I mean what kind of customer service is this? We have been long time Guild Wars players and have never had an issue with Customer Service until now. What is being done to rectify these accounts and why are the paid players not even getting a response to tell them thanks for patiently waiting someone is actually looking into it? I really love the game but this is trying my patience. He would have changed his account info earlier had he seen the message say in game mail or something? He lost his great uncle last week so he wasn’t really with it anyhow but this is like pouring salt into a wound…..

I’ve been waiting since the same day, this is becoming more and more ridiculous.. I have barely been able to play, which is sad because I love the game!

120831-018086

Would.. love to get some help……

Up.
Seems we can’t have any answer or look by a GM on french forum (I’m french), so I hope english team can take a look at my ticket.

I’m still not unbanned 5 days after the period you promised, so for a total of 8 days right now.

Karma Weapons Exploit Appeal-Approved still not unbanned
120831-011632

Thanks in advance

Thank you guys for the kind words and I am happy someone is finally looking into it for you Sneakster, I hope they get it resolved soon. I have still not heard a peep from them so frustrating and yes there was a better security system in place in GW1 for sure. For everyone in our spot I am sorry you are dealing with this and I hope they get it in gear and resolve your accounts. Or at least let you know they care…

Gray, I’m posting from my husbands account but I too have been having the same issue. I got hacked the morning of the 1st and I received the exact same response from the NCsoft team (on the 3rd) asking for 2 emails. I immediately sent a response back to them and haven’t heard back since.

Since it has almost been a week since my account got hacked this is starting to get really frustrating.

Ticket: 120901-013060

“We’re resolving prioritized hacked account tickets within 72 hours.”

Clearly, you didn’t jump through the hoops correctly.

Karma Weapons Exploit Appeal – Followup

120831-009952

was told that i would be unbaned in the next 48h at 03.09.2012 00:54
still cant play and don´t know what to do. what does Followup stand for?

“We’re resolving prioritized hacked account tickets within 72 hours.”

No, clearly they didn’t set up the hoops for me to jump through.

SenorPez.1568:

“We’re resolving prioritized hacked account tickets within 72 hours.”

Clearly, you didn’t jump through the hoops correctly.

I’ve been jumping through all hoops and im still banned for no reason from the same day as him. It’s frustrating because I didn’t do anything wrong.

Unbanned right now !

I know I’m luckier than most as I had my hacked account restored in 24 hours (nice job Anet), but I still have a beef!

On logging in, I find I have lost all my currency and all my inventory and bank items and Anet state they will be unable to restore these. Why not, can’t they just roll back my account as every other MMO developer does? This is just not acceptable. Only ever been hacked once before in 8 years and in that case Blizz had my account restored and all my stuff back within hours.

Also, I fail to understand how my items were lost when my account was verified by email several times before the hacking. Even if the hacker had my username and password, how were they able to access my account from a location other than my home IP address? Is the email verification not working or is there another hole in Anet’s system?

Cyrdead.3156:

Nuisible.3489:

Last 48h promised will end in… 2 hours…
Maybe I’ll go for a 4th delay ?

sure ^^
5 day for me.

3 frends exemple (resolved) :
first:
ticket open 31/08/12
approved 02/09/12 at 6h am,
unbaned 03/09/12 at 8h am

2nd:
ticket open 31/08/12
approved 03/09/12
unbaned 06/09/12 at 9h pm

3th :
ticket open 31/08/12
approved 04/09/12
unbaned 05/09/12

And me : ticket open 31/08/12, approved 02/09/12, still banned, happy face (-_- )

If a member of the team does check out your post on the forums, make sure you post the incident number/reference number so that they can easily pull it up.

Hello!

So I was banned 8 days ago because some dude from China used my account for something to do with RMT.

I have done everything A-Net asked, submitted and updated and prioritized my tickets.

I have not heard back at all.

Now yesterday I was released from the hospital after having a spinal procedure done, and I can’t do much of anything for the next 2 weeks.

Can someone please help? I have not received a response from anyone and it just feels like I’m being ignored.

Tickets are:
Original updated: 120831-021599
Correctly Prioritized: 120902-001379
After most recent state of the game: 120905-005822

I know I’m not supposed to have multiple tickets, but I’m not sure which is correct as this proccess has been confusing.

Please help!

Unfortunately, there’s nothing that can really be done. Anet has been very slow, I was hacked and banned, same as you. We just gotta hope that they step up and do their job faster.

^ It’s been about 30 minutes since I woke up and found all of my gold gone (again). Except this time they also took my items. I wouldn’t be surprised if they looted my bank also. I didn’t check, but I don’t really care to check because I’m probably done with GW2.

No, I didn’t get phished. No, I didn’t download a malicious program or keylogger or rat. No, I didn’t share my account. No, it’s not my fault.

Hell, after you installed GW2, did you guys even look through your PC processes while playing GW2? A process named awesomiumprocess.exe actually shows up in your processes stemming from GW2. This happens to everyone. However, it’s not malicious; it’s just a stupid as kitten name for a process.

Anyway, I’m prettykitten off with arenanet.

EDIT: “I’m pretty kitten off with arenanet” ? Seriously? There’s censorship in my post?

Well seems lots of french aren’t getting any help from the french support…

Same, got my appeal approved too (03/09), still waiting to get unbanned…

Ticket number : 120831-009628

Hope you guys will unban me ASAP, wanna enjoy my week-end…

Thanks a lot.

It’s just annoying when they say they are getting them done within 72 hours.

I would love to have a phone number for them so i could just talk to someone.

“We’re resolving prioritized hacked account tickets within 72 hours.”

After they got in the first time you should have changed your password. If your password matched your email account you would want to change that as well.

Yaos.4528:

After they got in the first time you should have changed your password. If your password matched your email account you would want to change that as well.

I Did and I stated that in the video. But thanks for listening.

Finaly i am unbaned !
i have up my ticket 3 time after the “approved”
140h of the 72 in last mail “approved”
approved 02/09/12 6h am
unbaned 07/09/12 6h pm

Finally unbanned too !

Thank you Anet for letting me a second chance !

Cheers from Belgium !

I’ve never been hacked in my life, NEVER, I’ve been playing MMOs since I was 13, I’m 22 now, and I’ve never been hacked in my life; until now.

After I linked my Guild Wars 2 account to my email I THAN got hacked. FIRST TIME IN MY LIFE and a week after I linked my account my Guild Wars 2 account and Google Email both said I got an attempted hack by the same IP from the same place in China .

http://i.imgur.com/ctaC7.png

SenorPez.1568:

“We’re resolving prioritized hacked account tickets within 72 hours.”

Oh how I wish that were true.

I don’t know if I’m the only one who has had this happen to them. I have no idea what I did wrong, no email sent to me. Just looking to see if I am not the only one.

You are not the only one, I have the exact same message

Awesomium is the web browser used to power the Gem Store and Trading Post, it is not even remotely close to being suspicious.
http://awesomium.com/

ArenaNet is not getting “hacked” or “compromised” in any way, it is likely you are either using a password you’ve used on another site that has been compromised, or is common enough to appear on a password list. At this point, the best way to secure your account would associate it with an entirely new email address, and new password with varying case, numbers, and characters. Assuming your computer isn’t compromised, this should be more than enough until authenticators are available.

As to the games performance, I run the game just fine with a fraction of the hardware, the issue is likely stemming from either hardware (failing or overheating), or software (old drivers, conflicting software).

To check hardware temperatures, I’d suggest Speedfan – http://www.almico.com/speedfan.php

If you’ve not done so already, the latest beta drivers from Nvidia contain some optimizations for GW2 – http://www.geforce.com/drivers/results/47630

Only 1 character on my account, 100% positive it wasn’t offensive in any way possible. Regarding chat, sure i get into arguments here and there, but hey sometimes its hard to ignore those who believe everything they say is absolutely correct. However regarding conduct i’ve seen too many posts on reddit claiming they got perma-banned for saying “you suck”

So i take care of my phrasing to the point that if Anet had actually CHECKED the chat log instead of just indiscriminately banning anyone that had been reported, i wouldn’t have been banned. The other guy doing the trolling would definitely have been banned.

However i expect too much, i sent in a ticket last night at 8 EST so lets see how long this takes me. I love this game, but Anet feels like its full of NCsoft employees. Considering the trash support Aion had this is a feeling of deja vu i’m none too please to feel.

I got a message saying I have a permanent ban last night. I submitted the ticket on this and followed the instructions. My guess is someone hacked my account and did somehting that violated the user agreement.

This really has me upset because it just isnt fair. I look forward to playing this game every night after work and now I dont get too. Also, I dont have a lot of money so its a big deal when I get to buy a game like this and I expect to be able to play it.

I dont understand why a company as large as Guild Wars 2, does not have a support phone number. When my account password got messed up in STWOR It was just a simple phone call to get it squared. Same deal with LOTRO, a phone call and it was taken care of. Diablo 3.. same thing. My point is this shouldnt take 72 hours, it should take 5 minutes on the phone.

I paid for the game, I did nothing wrong. Get it together ArenaNet! And because this wasnt my fault, I would expect some XP boosters and in-game items to make up for my loss of play time.

Tattis.7512:

You are not the only one, I have the exact same message

Did it just happen yesterday for you too?

No it happened on tuesday morning

Keshanberk.8462:

Hell, after you installed GW2, did you guys even look through your PC processes while playing GW2? A process named awesomiumprocess.exe actually shows up in your processes stemming from GW2. This happens to everyone. However, it’s not malicious; it’s just a stupid as kitten name for a process.

Sorry but I checked the windows task manager and my firewall’s built-in task manager and I don’t see any ‘awesomiumprocess.exe’ processes running on my system while playing GW2, so does it really happen to everyone?

Mike.6403:

Awesomium is the web browser used to power the Gem Store and Trading Post, it is not even remotely close to being suspicious.
http://awesomium.com/

ArenaNet is not getting “hacked” or “compromised” in any way, it is likely you are either using a password you’ve used on another site that has been compromised, or is common enough to appear on a password list. At this point, the best way to secure your account would associate it with an entirely new email address, and new password with varying case, numbers, and characters. Assuming your computer isn’t compromised, this should be more than enough until authenticators are available.

As to the games performance, I run the game just fine with a fraction of the hardware, the issue is likely stemming from either hardware (failing or overheating), or software (old drivers, conflicting software).

To check hardware temperatures, I’d suggest Speedfan – http://www.almico.com/speedfan.php

If you’ve not done so already, the latest beta drivers from Nvidia contain some optimizations for GW2 – http://www.geforce.com/drivers/results/47630

Tell me why there are 100 other posts involving hacking. Tell me why GW2 can be bruteforced.

aeromancer.9837:

Sorry but I checked the windows task manager and my firewall’s built-in task manager and I don’t see any ‘awesomiumprocess.exe’ processes running on my system while playing GW2, so does it really happen to everyone?

Maybe you’re not looking hard enough.

same here bro :/ i hope they help me soon

Good luck, been waiting a week for my 72 hours. I read on Ars that the hacking has affected more than 11000 accounts so we aren’t alone. Time for a Wow style authenticator for GW2

reddit huh? ill make sure to avoid them thanks

The same thing happened to me. Why is it taking them so long to restore accounts?!? It’s not like hundreds of thousands were affected.

Got the exact same message. Very irritating.

You are going to need to submit a ticket and give them all your account details including display name, serial code, email, everything. Then wait at least 72 hours.

There should be a customer service number to resolve these issues more quickly than 72 hours. I know myself, I look forward to spending the entire weekend playing this game and now my weekend is basically shot.

Keshanberk.8462:

Tell me why there are 100 other posts involving hacking. Tell me why GW2 can be bruteforced.

As far as I know, logins are rate limited, along with an email to verify new IP’s to login to your account even if they are successful in determining your password. If they were able to get in to your mail to allow themselves in, your “hacking” is a much larger scope than GW2 itself.

Why are there so many? For the reasons I mentioned in the first post, people often use passwords on many sites, or so simple that it appears on a password list. Even if there are “hundreds of hackings”, statistically they’re likely to fall in to one of those categories, or actually be infected.

Even if there were 1000 compromised accounts, that’s only 0.001% of the one million copies pre-purchased.

Mike.6403:

Keshanberk.8462:

Tell me why there are 100 other posts involving hacking. Tell me why GW2 can be bruteforced.

As far as I know, logins are rate limited, along with an email to verify new IP’s to login to your account even if they are successful in determining your password. If they were able to get in to your mail to allow themselves in, your “hacking” is a much larger scope than GW2 itself.

Why are there so many? For the reasons I mentioned in the first post, people often use passwords on many sites, or so simple that it appears on a password list. Even if there are “hundreds of hackings”, statistically they’re likely to fall in to one of those categories, or actually be infected.

Even if there were 1000 compromised accounts, that’s only 0.001% of the one million copies pre-purchased.

Acknowledge fromatic’s post about the chinese IP that attempted to get into his GW2 and gmail account.

Honestly, why is it taking so long to lift bans on accounts that were hacked? The players were verified and given back their accounts. How long does it take to remove the ban? Why is support moving so sluggishly when this should be fixed easily. Solution: Ease up on the bans. Enforce greater e-mail security. That means: don’t let me change my e-mail unless I confirm it on the previous e-mail. THIS STILL ISNT IMPLEMENTED.

I bet if ArenaNet knew reviewers were getting hacked, they would step up their service.

Why is e-mail validation still not enforced? That way it puts two passwords between a hacker and my information as opposed to one. This is a professional game and I would have expected professional service. Right now it feel like a terrible F2P game from Korea that I didn’t even have to purchase.

60$ should mean something. Heck, even Bethesda offers better tech support for their one-time purchase games than ArenaNet.

I must admit that this is starting to make me really sad…
Not only the fact that I actually am permanently banned, which is bad on its own but also the fact that there is no real information from ANet on whats going on.

All we know is that many have been hacked, and that they say it will take no more than 72 hours to get the account back. But still so many posts here are made by people waiting for a week or more, its just not acceptable.

Revamped.5036:

Only 1 character on my account, 100% positive it wasn’t offensive in any way possible. Regarding chat, sure i get into arguments here and there, but hey sometimes its hard to ignore those who believe everything they say is absolutely correct. However regarding conduct i’ve seen too many posts on reddit claiming they got perma-banned for saying “you suck”

So i take care of my phrasing to the point that if Anet had actually CHECKED the chat log instead of just indiscriminately banning anyone that had been reported, i wouldn’t have been banned. The other guy doing the trolling would definitely have been banned.

However i expect too much, i sent in a ticket last night at 8 EST so lets see how long this takes me. I love this game, but Anet feels like its full of NCsoft employees. Considering the trash support Aion had this is a feeling of deja vu i’m none too please to feel.

I got a 3 day ban for mentioning a flesh light in a joke. No cussing, no arguments, I’ve literally never said anything racial or at all proactive besides this one sentence that was a joke several people lol’d at. It wasn’t insulting, I wasn’t arguing, nothing. Just one random joke got me banned for 3 days.

I would treat Anet like a super strict HR department at a major corporation. Just imagine that one day at work you say to a female co worker “You look really nice today” She smiles at you and says ty then immediately turns around and reports you for flirting or harassment. You are fired the next day with no explanation.

I simply see no other way to view this situation. Avoid all contact via chat whether private or general. Even a friend could get angry about something and report you resulting in a ban. I’m not even talking about cussing here. It could be anything taken out of context or misconstrued as “offensive.”

Your best bet is too buy a new copy and never use chat. I would even be wary of Guild chat seeing as how any guildy could turn you in and you would never know who it was.

Can anyone tell me why all these accounts are getting permanently banned? Mine is one of them and i want it back

Lul. I simply can’t log in. Also. I made a double purchase on August 25th. Still haven’t gotten a refund. So I finally said screw it. I want my money back for both my purchases and my account closed.
However. I will retry and buy the game after this is done. Which I’m guessing won’t be for another month.
Learn to have better customer service. Just saying.

Keshanberk.8462:

Maybe you’re not looking hard enough.

Then explain how you believe I am not looking hard enough, after that share with us how you found it. I will then maybe try your method.

Your name, a comment, a trade that resulted in someone being unhappy with the trade…any of these things could have resulted in your ban.

Your best bet is to buy a new copy and never use chat again. Go research Mccarthyism and it’ll explain everything.

Good luck to you.