Guild Wars 2

aeromancer.9837:

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.

It is only launched as needed, if you’ve not yet opened the trading post that login it will not be present.

So Account was hacked on the 4th around 10pm and i was logged in till a new build came through and auto logged me out and my e-mail didnt exisit i even had to have a friend help me post on here because i couldnt even get access to my account because the email was changed but im pretty dissapointed in the email response of my account being changed thier wasnt even a verifcation email just an email saying

ArenaNet noreply@guildwars2.com

Sep 4 (3 days ago)

to me

Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.

Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.

Thanks!

-The ArenaNet Team

if you dont beelive me i can post a screen shot of the email. i understand that when and if i do get my account back all my items will be gone so will my money and i can hopefully hang to my character but im preparing myself for the worst. i dont mind waiting a few days for support but you guys even told us the avg. wait is 72 hours and i understand that my ticket hasnt been up for that long but people are still complaining about it so i cant even imagine when my issued will even be addressed i put in and updated my ticket to all of my knowladge with my orignal account email address my name, serial number, address, character names/ race and / levels. my display name my new email for the account to be changed to. my phone number and my full name of the account owner (me) but it jsut really really upsets me that arenanet let someone change my account email so easily without no verifcation at all. just a poor service. and to think that all the admins on here that go around changing and editing post could do somthing usefull and try and help account hacking issues or help serve tickets. but hey this post will probally get deleted for all the bashing im doing on such a kitteny (<—-probally going to gett changed to kitten cause our form admins have nothing else better to do that serve our awesome overflowing tickets) service. really thinking about a chargeback if the issue isnt fixed realatively soon wow just gave me a nice offer on a free week of play might pick that back up. since anet cant seem to pull thier heads out of their kitten.

aeromancer.9837:

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.

it’s the ingame cash shop browser.

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/

The point is that users don’t even know it exists in their processes. Anybody would be suspicious of it if they knew it existed; even if it’s not malicious.

Here is even proof of the Email that they sent me with all thier Kitten Glory!

I think the worst part of this is how many of us were (wrongly)banned without a given reason. Without an email, or a violation ticket to respond it is really going to slow the restoration process. That and I would like to know the arbitrary reason to why I was permanently banned.

As far as compromised accounts go, they should have created a better procedure to minimize impact on the player, and speed up the restoration process. Why don’t they auto-lock the account when a user is logged on outside of their global region, with a PHONE LINE to call and have the account unlocked? Even better, why not have a two-fold authentication system to prevent compromised accounts in the first place? Also, their issue resolution time is a joke with their current support system.

From their code of conduct regarding permanent bans, to which I think they truly failed to follow:

“We exercise careful judgment in every case in which an account is terminated. We will review breaches of the Rules of Conduct and the User Agreement with close attention to the most flagrant and persistent patterns of rules abuse. In such instances, particularly when we perceive a risk of substantial real or potential harm to the Guild Wars 2 community or to the game’s stability, an account can and will be permanently terminated.”

Here’s a hint: They’ve got your money. They don’t even have to grant you “free game time” or anything else if it takes them too long to resolve your issues. There is literally NO REASON for them to work on any of these tickets faster. They can spout off their claims of resolution within 72 hours every morning… heck, they could have said 1 hour… what are you going to do about it?

Nothing. That’s what. There’s no phone number. There’s no address. There’s nothing you can do, and they know it.

Except for buying a second account, which is probably the goal.

no ill just end up charging back and switching back to WoW and use the 60$ from GW to spend on 4 months of wow

Banned here as well. No explanation :\.

I never used chat in the first place. Never sold anything on AH. Im telling u i didnt do anything. And i didnt do the Karma exploit. Never even heard of it until five minutes ago when i read about it.
No way I will buy this game again and start my character progress over. That would in effect, be like paying ArenaNet twice for something that is their mistake in the first place. They should be bending over backwards to for poeple like me getting caught up in their mess.

I also didn’t do anything. I’ve also reached the point where I just don’t give a lollypop about the 75e (the extended one, or what you call it) I wasted on my copy and would just buy a new serial for another 50e (plain vanilla is enough). But guess what, it’s all sold out, both real retail and digital copy.

Logged on fine on friday 6th september but realised my character gold was gone, but before i had chance to report it being hacked my account gets banned, opened a ticket but no reply or even a email at first to explain why.

need to sort out the customer service because it aint gonna help your game.

Alright bro, I feel ya. Had the same issue for over a week now. Expect do to be waiting a long time

Still no response from a moderator.The detail I mentioned in my first post, is this all we need to mention in our ticket to prioritise it? From the support instructions it looks like it. But can a moderator please take a look at the first post in this topic and confirm it?

Because I submitted my ticket (ref # 120903-004993) with all these details and its close to five days now and no action has been taken as I mentioned above. I am really wondering now, if there is a mistake on my part. Because this delay….. this whole situation is unbelievable. Honestly, I can’t believe this is happening, unless most of us players are not getting instructions right and are making same kind of mistake with our tickets and failing to prioritise tickets properly.

Or do we really need to submit tickets in Sanskrit?

yep, don’t really wanna have to re-buy to have it happen again..

Welcome to the club, unfortunately there are lots of people in the same boat who have been waiting over a week for responses, but they still claim less than 72 hours.

Did u take part in the Karma exploit. I think they may have banned poeple who didnt actually do anything wrong. I got banned also and i have never even heard of the karam exploit until today. I have 10 silver on my lvl 10 character. So i certainly didnt do the exploit.

no idea, why i’d have liked a email or summat to explain y…

(sorry for wall of text, and sorry my English is not very good)

Okay I was Perm ban yesterday, brought up a thread.

I have no clue why I was ban(since they never told me), but only reason I could think of. Is I do course sometimes, but it never at anyone. Plus I play 6+hrs a day and only course maybe 4 times during it.

However, everyone attack me there and did not read anything else I put on it.

I mean main question I had was, I needed to know what a number was about.

Yet even the admin Ignore that part.(I know what the number means now)

Well, now for main POINT of this is.
I was thinking, maybe I was hack. Did not get a email about someone trying to get into my account from a different ip are anything. Which is why at first I did not believe I was hack. However, I just log in and change my password. Why is this weird, I am on a different IP. Yet did not get a single message about it.

Also I have really bad memory, I have had to make multy emails. Because I keep forgetting password, and everything else about the email.
I mean really bad memory, but there is a couple of few things I can remember.
Because of this, I had same password for Guru as I did for Gw2.
Since it one of the very few words, I can never forget.
I herd Guru was hack, so that also adds to the possibility that I was hack.

I sent a support, even if I was not hack. Hopefully I fig out why I was ban.

P.s. if you want, you can post every conversation, Ive ever had in gw2.

Anyone who reads them, will think I am weird yes, because I am. Also they will see how much I help people. I had multy people add me to there friends list. So when they had question they could contact me. I show them around to a lot of things also, like jp.

Last thing, and only saying this to get it off my chest. I defended this game for a year, I went to every stress test i could and beta test.
I sent in message, to exploit I found among other things.
For me this is doing a lot, I am lazy and in games usually I don’t support the game are anything. I play it until I get bored then leave. I don’t talk about it, are help test it. I wait until it nice and rdy.

Also I will admit, if I am kept ban. I will buy the game again, but it will be in 4+months are a lot later. When I am sure it is stable. I will also be lazy about the game, and not care to help out. Because I hate being burn. Right now, I still got hope and want to do what I can to help.

Truly lastly now, if I was hack. Then it was my fault for not changing my password and such. I will come here and say sorry to ArenaNet and will praise them for there hard work.

Quote from Anet state of game address

“Hacked accounts – If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions. We’re resolving prioritized hacked account tickets within 72 hours. If you have an older hacked account ticket that has not been resolved, it may not be properly prioritized, or the ticket may not contain enough information for us to address it quickly. Please update your existing ticket, clearly state that this is a hacked account ticket, and provide as much information as possible, including your account email address, your account display name or character names, and your 25-digit Guild Wars 2 serial code.”

:( All of this is finished but still no response other than auto-response and Gray stating its being reviewed. 72 hour window is closed if were counting the origination ticket and about to expire if were just counting the new one.

Also to Rhi. The only thing I can recommend is to make sure that you’ve submitted your ticket in accordance with the support site and then create a forum post a/ PM gray like I did. I’m really sorry for all those who haven’t even got the “were looking in to it” speech I know waiting with out any contact is far worse than getting upset they are taking much longer than expected or promised.

There are two issues going on right now that are causing this.

1. Karma Exploit. Search for this. There was a press release on it saying 3,000 ppl got perma banned. Then they just announced that they will forgive you if you say your sorry and turn the ban into a 72 hr suspension.
2. - Account security Issue- massive security problems from the start are now being exploited and tons of accounts got hacked.

So if you didnt do the karma exploit but still got banned, (same as me) then someone probably hacked ur account and did the karma exploit

This site is full of ppl with the same issue. Arena Net is going to lose a lot of money on this mistake. I absolutely LOVE this game but I will never pay twice for somehting that i didnt do. Or say sorry for something I didnt do. Guess its time to go back to Diablo 3 or LOTRO

I need help in restoring my account. Someones taken all my items, gold, ore and gems and pretty much left me with nothing. I have tried to get a support ticket, but the page just does not allow me to confirm and continue after I have put all my details in.

Yes I have double checked to make sure all my details are correct, but I cant contact support to get the problem resolved. I am in need of some assistance from somewhere as I cant contact those who I need to to get the account back to how it was. If anyone can be of assistance that would be great.

I repeat I cant manage to submit a ticket, which means that whatever help you can offer has to be done via some other method of contact. The you tube video of what happened to Keshanberk.8462 is exactly what happened to me, even arriving at Lions Arch upon logging in. I have lost almost all my money bar for a few copper, and any items not soulbound were gone out of my inventory along with a load of mined ore, gems, and various crafting materials of all kinds. Its odd as the actual items in the bank were fine, as is my account and password. I feel as if its triggered a rollback bug, and thats whats happened to many in this situation.

Please help.

Update: I have managed to contact support via email, but because its a bit outdated it mentions it as GW1 not GW2. The message I sent pretty much makes it clear its a GW2 problem, but at least I managed to contact some form of support, so one way or another if the ticket is read properly I hope to god it gets sorted out. I know Anet are having tremendous issues, but the ticket I have is Incident: 120908-000074

FURTHER UPDATE: Whomever it is tried to hack me again. I got an Authorize login attempt at 07:18am (8th sept 2012). Address: 218.76.151.221, City: Chenzhou, Region: 11, Country: CN. This is not me, and I dont live in China.

So,

I am logged onto these forums from my daughters account. I got hacked 72 hours ago, and I haven’t heard a peep. Is this a joke? This is probably the worst support I have ever had in any MMO.

Support Ticket: 120904-009199

mine was over a week ago and still not taken care of.

Hey guys, I have been checking in other forums as well (since the hacking started before this forum came up) there are a lot of people with this problem and I think way more than they first thought. They have to look through hundreds of accounts and check if the ban was proper or if it was hacked and who hacked them, followed by IP bans and the likes to make sure it wont happen the moment they reopen the account

All I can say is protect your account if it is not hacked yet and protect it once you get it back if it was. new emails and passwords together with the 2 point log in system for email (requiring a text message being sent to your phone to unlock your email address from a new pc)

Great job on helping out the community Anet you’re doing a great job =DDD just one suggestion on the hacker status headline on the game status update, that should be changed to say immediately scan you computer for any potential virus’s then change your password instead of just “immediately change your password” if someone’s computer is infected the hacker will just get the new password!

Thanks again guys and keep up the great work!

(wasn’t sure if this was the right place to post this, i just figured since it was in account issues)

same here cellon yesterday got this message hope the fixed it fast
Incident: 120907-000822

Well I know we dont have many options but here are the only 4 things I can think of.
Option 1) Wait for a response
Option 2) Buy a new copy and start over
Option 3) Cut losses & quit playing
Option 4) Contact your bank to dispute the charge for full or partial refund & file grievance with the better business Bureau. The dispute may cost at your bank but is free with my bank. And any consumer can submit a complaint.

Complaints here: https://www.bbb.org/consumer-complaints/file-a-complaint/find-business/name/arenanet/

Complaints take about a week on average. ^that link is reusable and has the company pre-selected. I’m giving them the benefit of 72hours after I received a response my ticket was being looked in to.

hailey.6275:

So,

I am logged onto these forums from my daughters account. I got hacked 72 hours ago, and I haven’t heard a peep. Is this a joke? This is probably the worst support I have ever had in any MMO.

Support Ticket: 120904-009199

I know this message was sent to you (auto-response):

“YOU WILL NEED TO REPLY TO THIS MESSAGE FOR FURTHER ASSISTANCE or your ticket may be closed.”

Did you do that? If not this might be why nobody has answered yet.

I’m writing this on behalf of my friend because his account is compromised and he can’t access it. Hacked Account [Incident:120904-009325]? It’s been 72 hours now and he has heard nothing. Just anything at this point would be appreciated

If you login and see the message, “this account has been permanently banned for a violation of the User Agreement,” and you’re not a gold seller, it’s likely that your account was hacked. Please contact customer support using the instructions below.

That is from the wiki. It isn’t just random bans. If the see your account is being used for botting or gold selling then the will ban it until you contact them and let them know that you may have been hacked.

Some people have been waiting over a week, but it doesn’t seem like there is any order since some people wait a day and some a week, so you never know. Good luck

I have never got such a message after sending my ticket, only response I got was an automated one sent to me verifying that they had received my ticket and it said
“Thanks for contacting Guild Wars 2 Support. Someone will be reviewing your ticket shortly. If you would like to add to or update your support ticket, please reply to this message or update your incident by clicking the link below. We appreciate your patience and will reply shortly.”

It has now been almost 72 hours

I feel like this entire situation has gotten out of control as do most of you. I created my ticket over 7 days ago titled “receiving emails notifying me of account name and password changing”. I got a response from a GM pretty much IMMEDIATELY saying he closed my account until i sent in some info he asked for. I sent in that information right then and have been waiting ever since. I am not sure if my ticket is stuck in limbo due to the title of the ticket. I had not come to the forums yet or seen anything about titling your ticket with hacked account and i don’t recall seeing hacked account in the drop down box at the time. I just deleted that ticket and created a new one following the LATEST set of instructions, of course after creating a second ticket days ago when that was what we were to do at the time. If this is not resolved by tomorrow night i will be issuing a charge back on my credit card and starting over, honestly i would have done this already but i am level 55, I could have re leveled to 55 by now a 2nd time. Also like a lot of people have mentioned here, i also used a new account name and password from my other games and main email account.

Blake

Time to hit you people with a wall of text:
https://forum-en.gw2archive.eu/forum/support/account/Useful-Information-on-Account-Security

Might be that what has happened to you, or not. Read the stickies, it’s always a good idea.

I would say “Don’t be worried it’ll get done soon” but I’ve been waiting for I think 16 days now since August 23, I know it wasn’t released yet but support was already active. Anyway I hope yours gets done faster then mine, hacked account are getting priority so… GL.

I’m posting this to simply describe my situation in hopes that support would send me some kind of confirmation or verification about the status of my account. The purpose of this thread is not to rant about anything (at least I don’t think so) and it is more about seeing how many can relate to the same issue.

So my account has been hack which i found on Tuesday when i tried to log in and it said account doesn’t exist. So i checked the guildwars2 homepage and sure enough my account didn’t exist, then i checked my mail and here’s what it said:

“The e-mail address for your Guild Wars account has been changed?
9/03/12
ArenaNet
To kempis_dwight@msn.com
Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.
Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.
Thanks!
-The ArenaNet Team”

So obviously my response was WTF!? Are you serious!? How?
Well there was only one thing I could do and that is to report the incident(Incident:120904-008725) on 9/4/12 which is the tab “Hacked Account” completely filled in all the question as well as provide additional question according to the automated response.

After not hearing anything for several hours I updated the incident (hopefully a ticket is the same as the incident#) by re-replying to the same auto response I received. 24hrs passed I opened a question and gave it a heading: “status check on hacked account” in reference to “Incident:120904-008725” which gave me another incident# (Incident:120905-001803)on 9/5/12, the message I sent was basically asking for a verification or some kind of confirmation that someone is looking into matter and not fall into deaf ear.

So having not heard from CS I searched around to see if anyone else is having the same problem and sure enough there were (sort of glad I wasn’t the only one) others on this forum, guru and other forums which populated on Google once searched for hacked account turnaround time. After much digging I realized everyone else is talking about a Ban account, or other account related problem and some reported hacked but they know who or where he/she is being hacked from or how many times someone tried to log in.

Q. How do you even know that your account is Ban/Band?
Q. How do you know who hacked you?
Q. Does anyone have similar issue as mine?

This is too much to take in as my issue is that someone has completely taken over my account and GW2 support website won’t/can’t allow me to log into the email(it is already registered though I cant log in) that was hack to even post this message(understandable).

After enough searching and digging for information I cant upon this:
“Submit a ticket using the “Ask a Question” tab on this page: http://support.guildwars2.com/ Please read the Announcements at the top of the front page, and remember to use the search engine before you post or enter Live Help.”

Also on the guildwars2 wiki update it mentioned (its no longer there) it will prioritize hacked account and will be responding within 72 hours. So I’m thinking today is the day that I will get some kind of response. To be sure that my account will be fixed I resubmitted an incident which gave me a new number – Incident:120906-010903 (this is before reading about using the “Ask question” option) on 9/6/12 in reference to the first incident#.

So today (hopefully) I assume I will be getting some kind of response from support since today will be the end of that 72 hours response time. Btw this is my brother’s account that I’m using to post this message with (though both accounts we purchase by me).

Q. Are incident# the same as a ticket?
Q. did I open too many incident?
Q. is it possible to call support to speed up the process?( I would wait an hour on the phone if that means it would fix the problem)

Sorry about the lengthy post, I’m sure most of you could understand my frustrations.

Thank you,

Has anyone even had their account fully restored?

Ya i got a 3 day ban for saying " Go F yourself" to a gold botter and the ban was based on a racial issue….. lol this is becoming a huge joke. I have every right to tell gold botters who spam my in-game mail to go F themselves. So i made a support ticket and its been 1 day and havent gotten a response. After all I was being harassed first, but i guess its ok with Anet to let bots spam your in-game mail and not call it harassment. 3 day ban is a little ridiculous and on top of that not even a warning.

Hi Guild Wars 2 support staff,

As topic states I haven’t been able to log in to my account since 3.9.2012 (last time I got in was sometime 2.9.2012 in the evening local time GMT+2).

When I went to sleep on sunday, and came back from work on monday, my client said I can’t log in, I had been permanently banned. I heard on tuesday/wednesday from my friend, that he had seen my character online monday morning, while I was at work. I immediately tried to change my password to a more complex one, and was able to do so, but remain banned from the game.

I made one support ticket immediately after the client informed of the ban, for which I gained only the automatic answer, stating that they have received the ticket, and that my reference number is:

120904-005382 – Updated (I have told quite a bit about the event on this one at the same time collecting info from my friends).

So I began to wait and ask around your twitter/facebook/forum sites to seek for help, and ended up having no answer at all. I was left completely ignored.

After the event, i have already made several tickets, which I just learnt I shouldn’t make more, and even that info was under a rock. My other tickets are:

120906-004669 – Waiting
120906-006746 – Unresolved.

I don’t even have any idea what do these (Unresolved/Waiting/Updated) mean in practice, since I haven’t had any answers from Guild Wars 2 support team or ArenaNet to any of these.

Please solve my mystery, so I can continue playing your very enjoyable game.

Yours sincerely – Noppa

I honestly find it surprising that you can ask why it takes so long at all.
Think about it, the sheer number of accounts that have been compromised have left Anet so swamped they are simply unable to keep to their promise of 72 hours.

I’m willing to bet that most the cases are from players who are stupid enough to use the same mail and password in other places as well

When people are stupid enough to use the same emails and password combos here as they use everywhere else, they are just asking for their accounts to be stolen.

I’m not saying everyone is, but I’m willing to bet that the majority of the players here have used the same mail and password as they have for a number of other games.

And some 3rd party that should never have that information have gotten their hands on this information from either another game, a website or through a keylogger that someone let get on their computer, and this is the result.

I’m sure they are working as fast as they humanly can, to fix this.
Those that have not lost their account yet should at the very least change their password, preferably their email too, before it happens to them to.

Unless you already have a unique email and password, or have already changed your password, for this game of course in which case you should be relatively safe.

You can never be 100% safe, but you can make it so difficult its not worth the effort to try and steal your account

Expect to wait at least a week before you can play again, possibly even more.
The sheer number of accounts thats been compromised has made them unable to keep up, and they are just fixing things as fast as they can.

I cant be the only one who’s email has been change without my authorization.

Same here. I got banned by mistake. i put in a ticket under hacked. Im thinking i should put a ticket in for karma exploit apeal

Best thing to do is to submit a support ticket.

A friend of mine is having the same issue as well and its also been 8 days since any response from the support team, and in that time his account has been logged in and appearently has been moved away from Jade Quarry (the server with all his friends on it) to Kaineng, and hopefully it gets resolved while moving servers is still free. Ticket number is 120831-015473

Whoever took the account continues to log on and use it. Would be nice if stolen accounts were at least disabled until the situation was handled.

I have had a response to one of my tickets saying they are investigating my account on why I am banned two days ago. Suddenly last night I tried to log in and saw this new sentence added when I log in. It use to say Permanently banned for violation of the User’s Agreement doesn’t state why, and now it says

This account has been permanently banned for a violation of the user’s agreement and/or rules of conduct.[[en.error_account_block_permanent_suspension_footer]]

What is this, and why did this just pop up, as I stated I have got a response saying that they are investigating this case. I believe the reason I was banned was because of a hacker.

Could be a hacker, or you misused the karma exploit extensively (over 50 items bought with the exploit to resell)