Guild Wars 2

My friend’s account was hacked as well. I’m posting on his behalf because his email got changed.

Incident#: 120906-006325
Submitted: 09/06/2012

Account issue (5th september)

120905-004759
120905-008912

Posting for a friend account hacked…
Incident: 120905-008933

Got this response after 72 hours but does not fixed anything either just back to the same thing with no response from support for a few days.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.

( Reference# 120908-005304 )

My brother has let me use his account to type this message to you…

Long story short, I just moved and after a week got my internet reconnected. I had zero problems before moving, however now I’m getting this error when I log in that says

“The email address you entered was NOT found. If you have an active game account, please try again. If you’re still having trouble, please contact customer support.”

I also JUST got an email THIS morning (9/8/2012) about 4 hours ago (@ 08:00) that says…

“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 much for getting some time in this weekend to play some GW2….

Once I get control of my account again I plan on switching it over to a completely new email and creating a very unique password! Thanks for the help and best of luck while sorting out this “hacked account” mess…

I am extremely disappointed. I played the game for less than a week and now it’s been hacked probably by some * chinese hackers. Now my account is permanently banned. I followed the procedures and wrote to the support team. I hope I will be unban soon.

[Incident:120908-000834]

I’m very unhappy.

LadyZeon.9813:

Posting for a friend account hacked…
Incident: 120905-008933

Got this response after 72 hours but does not fixed anything either just back to the same thing with no response from support for a few days.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.

For those people who have had their email addresses changed, this does no good. Then they add the insulting comic at the bottom – as if it the user’s fault that this is going on. Seeing the lack of support and the number of issues reported, this does not bode well for the people who lost their accounts.

Hello my friend ‘’dybban.2031’’ has been hacked, and i would really appreciate if you helped him as soon as possible. He tryied everything to get back hes account, but it doesnt work, the hacker has changed hes Account name/Email Adress. So he cant get the account back without you guys help, he got the serial code everything you need. So please help him out as fast as possible. Thank you.

im posting here on behalf of my friend that he got his account hacked. his email that he had associated with guild wars 2 got changed to another without his permission. he submitted a ticket on 9/4/12 ticket number 120904-004717 so far he only got a response from a guy named lance and dirrected him to a password recovery sistem. but his problem is not that he forgot his password, its that his email got changed to another one without permission. he cant access the forums or the game. its been more than the 72 hours he was told this could take to resolve. i hope he gets help soon.

Posting this here since there appears to be no support on the weekends, primetime… My wife’s account has been compromised and she logged a ticket here: 120909-004?720 Account Recovery won’t work because it appears that they changed the email address. Any help would be appreciated. One does wonder, Rift managed an authenticator within days of launch, wouldn’t this be one of those features you would require before you launch, especially when your email verification system was broken, and far less secure than a smartphone app..

Hello my friend has been hacked, and he tryied everything to get it back but it doesnt work, hes name is ‘’dybban.2031’’ and the hacker has changed hes account name. So he can’t do anything, so i appreciate if you help him out too resolve this. He have the serial code and everything you need too know to get it back trust me. Thank you.

Incident:120910-002159
my brother was hacked and then permanently banned under the accusation of gold farming,he had about 5 gold…anyway he got emails trying to verify logins and not soon after was banned,he reported this and the response was that his account is terminated,why is he paying for your poor security,this is your problem and this is just poor customer service.
hiskitten and i asked him to post in the forums but i think he just gave up,can you blame him? this is the way you treat your customers,this is unacceptable and you need to reopen the case.

his ingame name is FingerFlick,account is FingerFlick.4382,i dont know his ticket numbers.

To show that there is some help out there had my ticket #120903-006789 fixed this morning. opended on monday and was hacked on sunday. so les then a week later. still at work so havent seen in my account so dont know what might not be there anymore but did still get access again at least.

I am posting here on my boyfriend’s behalf. (Lebowski.1903)

He has been unable to log in today, each attempt results in the error message:

“The email address you entered was NOT found. If you have an active game account, please try again. If you’re still having trouble, please contact customer support.”

He received an email from Arena.net at around 4am today saying that:

“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"

He has opened a ticket (#120909-003222) with all of the relevant information inside and because the email address on the account has been changed he is obviously unable to use the account recovery page.

After reading the forums it seems that it takes days and in some cases weeks for anybody to get their account returned to them after informing Arena.net of a hacked account. Whilst I appreciate the staff must be very busy this is absolutely unacceptable. If there is not a swift resolution then both myself and my partner will have nothing further to do with any Arena.net products and will be speaking to our bank to secure a refund. Our experience from the first day of pre-release has been plagued with problems logging in, verifying email addresses, constant down-time and the probability of having to wait for days before we can play again will be the final straw.

I find it unbelievable that Arena.net did not foresee the threat of hacking endemic to most online games. I don’t understand how a hacker changing the email address of an account can be done without any security system or email confirmation required. Furthermore, I have created two tickets about different login problems I experienced the first day of pre-release and have still not received anything but a useless automated reply. The lack of any visible human customer service, no telephone support and no updates on tickets or estimated time of response is completely unacceptable.

I regained control of my account just a couple of minutes ago (missing few silvers but meh) , really appreciate the help of the support team. can’t say that I’m satisfied with the time they took but for those of you still waiting… the support team is working around the clock even on sunday. I’m sure that shows alot about their dedication to help us… so be patient guys

gogoogle.2560:

I regained control of my account just a couple of minutes ago (missing few silvers but meh) , really appreciate the help of the support team. can’t say that I’m satisfied with the time they took but for those of you still waiting… the support team is working around the clock even on sunday. I’m sure that shows alot about their dedication to help us… so be patient guys

Out of interest, how long did it take you from informing them of the hacker to regaining control of your account?

[Incident: 120907-006923 Updated 09/07/2012 ]
I was hacked sometime between the night of the 7th and the morning 8th of September.
Submitted a ticket, after a couple of messages back and forth I got a responce this morning, 9 Sept, at 7:30 informing me that my access is restored. Attempting to log on for the first time at 8:30, I received the same error of ‘suspicious… account hacked… etc…’

All that actually occured was they changed it back to the original email I used to create the account (after I changed it to a new one upon discovering I was hacked) and issued me a new password. I ‘m guessing it’s more likely they forgot to press the button/enter the code/or whatever it is that restores my account rather than I was re-hacked within an hour with the new password they issued me.

As a side note, this line “Please be aware that the Support Team is unable to restore any missing characters or items,” caught my eye. If I do sign in and everything I have is gone am I just SOL, or is there a different team in charge of that?

On a second side note, I’d be more than willing to buy an account authenticator if it means people aren’t stealing my account. Had one in WoW and SWtOR and have never had either of those accounts breached even once.
Might consider adding those in sometime in the near future.

Posting for a friend.

His account Drakinfire.6384 (Ferguson’s Crossing)

Ticket reference # : 120908-006849

Yesterday he tried to log in and it said his email was changed. His email associated with the account was hacked. We gained control over his old email and he had an email saying it was changed and it was “Hopefully you”….

My guild mates and myself have reported him for “Scamming” to hopefully get the account locked to prevent the hacker from further tampering with his account.

He would also like his email changed to his new email included in the ticket.

Incident: 120907-006580

I was hacked 4 days ago. Support answered me with the standard email redirecting to me to the new password recovery system, after check that I was the real owner of my account. It worked fine, but my account is still banned (reason 20) and I’m not getting answer.

Will I be unbanned? Obviously I’m not using bots to farm gold… since I only had 40 silver coins before being hacked, and I didn’t get more than 4 gold coins since I’m playing…

Incident:120908-006020

My friend got his account hacked, e-mail has been changed aswell so there is no way for him to access the account. Taklampe.9548

My Guildy’s GW1 (with lots of titles maxed out) and GW2 account has been hacked this morning.

Ticket has been sent.

Below me and my guildy at the docks (Wizards Fief)

I can still login into my account, I changed the password but my character is naked and they took all my money, all my items, my collections…

Ticket number from my guildy (Gizmie.9215 / Incident: 120909-005148)

My friend’s account email got changed without him knowing (probably hacked).
This is his incident number:

[Incident: 120906-006076]

His accountname is Neaast.3728

My account changed from permanently banned to terminated error 0 today after being permabanned for 6 days…

It shattered all my remaining hope of getting my account back…

I participated in an inappropriate group chat shortly but this punishment is extreme and leads me to believe there may be another reason for this.

I did not get involved in racism, political or religious subjects nor attacked anyone or post a link to porn.

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.

This was hardly the case.

At least shed some light on the subject for closure.

Ticket: 120905-008337

Thank you for your time

I am posting for my son who’s account was hacked by changing his account email. He is unable to login to anything and has been waiting for help since 9/4/2012.

Incident #120904-005894

Account was hacked. Got an email at 4 am saying the email address for the account was changed. When I try to log-in under my account it claims it does not exist. My guild mates say that it shows as logged in.
Please lock the account and restore it.

crosseyed monk.2635

Incident:120909-004555
120909-004405
submitted 9/9/2012

Posting on my friends behalf, deleeted.5297, due to his account being hacked and email address changed. I understand many people have the same issue and all is being worked on in a reasonable ammount of time, atleast i hope. Please, double the efforts if possible. All of us would love to play the game we purchased.
[BBF] d31337.exe: Reference #: 120909-001420
[BBF] d31337.exe: Date Created: 09/08/2012
[BBF] d31337.exe: Attachments are on the tickets as well showing the receipt of the digital purchase with serial code and the email stating an email address change was requested.
The above was sent to me by my friend and per his request copied exactly what his message was for you to read. My account is not the one in question just his. Please if you can get back to him through his original email at your earliest convenience. thank you.
PS: its very easy to change an accounts email just suggesting sending the confirmation link to the original email instead of this message that i show below:

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
please don’t take this as an offensive gesture as it isn’t meant to be one, it is just an alternative method in which i feel can better protect this gaming community.
PPS: All who read this please remember to verify your email if it is not verified for you didn’t bother with it while the link was down on the launcher i suggest doing so soon, it is an easy way for a hacker to change your email, i truly enjoy this game and i hope to help the community grow.
thank you for your time.
~Zodi

I was asked by someone to post this ticket number, he cannot post himself because the mail was changed. He needs help fast, and since you said hacked accounts issues have priority, i hope you can look into it as soon as possible.

Subject Hacked account

Reference # 120909-003900

Dear ArenaNet,
I had to activate my guild wars 2 account on a NEW EMAIL.
I also had to create a new account for guild wars 2 (which is this one) on my other email.
Because my guild wars 1 got hacked the 29th of august(my guildwars account with all the games on it, with special editions and all, i wasn’t able to link it and i wasn’t sure what to do).

TICKET: 120905-007504 and 120905-007688

I posted a ticket, but i haven’t had any reply yet.
It seems the hacker asked for a reset of password and KNEW my email password for some odd reason.

Now i got 2 things i’d like ArenaNet to do.

1. Get my account back (Info is in the ticket)
2. Link my guildwars 2 with my guildwars 1 when i have it back(guildwars 1 is hacked)

If this doesn’t happen, i’ll be taking legal steps.

I have no screenshots except the ones in the ticket.
I can provide almost all infomation that needs to be known.

Please get me my account back.

EDIT: https://forum-en.gw2archive.eu/members/Mobius-2567 I know this person in real life, and it seems she got hacked the morning after we were at their house.

Hello my friends account was hacked. I saw the hacker playing in game. I would like to ask for some assistence and reaction in this matter. He created a few tickets, cause he was strasses but number of the ticket which should be used in this case is written below.

Account name: Jchigo.8634

Reference number :
120909-002835

Hi, my account has been hacked since September 5th 2012. I have sent an email to gw2 support but have received very little help. My account information is fine just all of my items and gold is gone. I just want to know if there is a way for my gear to be restored

Hello,

I just created a ticket: [Incident: 120909-006390]

For some reason I cannot play the game anymore. When I log in to the game it gives me an error, saying: Your Guild Wars 2 Account has been terminated for a breach of the User Agreement and/or Rules of Conduct. This action is permanent.

Reason: 20

This is all I get. However, I was able to play this game just a few hours ago and I did nothing wrong. I just got home and I tried to login and I got that error.

I logged in to my account at the website, and went to “Security” tab and it showed two log-in attempt from USA. Which is definitely not me because I live in The Netherlands (Europe). I pressed the Disconnect button behind those two log-in attempts. After that I changed my password. Either way I still cannot log in and I hope to find out why …

So what can I do in order to be able to get my account back? I think I got “terminated” incorrectly and I wish to get my account back to what it was.

Or if I did get terminated for some reason, please tell me that reason because I can’t think of a reason.

Greetz,
Cirkelzaag

Hacked Account from 5th September
120905-004759
120905-008912

12th day: Still banned (I was Hacked) , no answer at all (apart from some automated replies):
Original ticket:
120828-005968
Newest:
120904-009007
I don’t even know what to post now.

My friend Paul’s account was hacked over a week ago and has not heard anything back since then (other than the automated reset page that won’t work if you don’t have the account email).
His ticket numbers are as followes :
120905-006589
120905-005350
His account was stolen, email changed, and then his character was moved from an American server to a French server.

Posting this for him as he has no access to his account/support site.

I am here with my nephew account because mine is still hacked, I just can´t log in on the official GW2 forums.

From Guild Wars 1 it says "The email adress “xxxxxxxx@xxxx.xx” was not found. … (Code=021). I played more than 8000 hours on GW1, I have the game for more than 7 years, got 50/50 on the Hall of Monuments and have 1 Char with the Title “God Walking Amongst mere Mortals”. I am confident that you guys will restore all the titles and link them to GW2 account.

I was on vacations till 5 of September. I was probably hacked, on September 1 or 2 day. I didn´t started playing the game on the official launch (25 August), only Beta Weekends and Stress tests, cause I was on vacations. Got home on 5 September and couldn´t log in on your forums, or any of your games GW1 and GW2.

I bought the game Guild Wars 2 on April 10th 2012, Digital Deluxe Edition, directly from Anet. It´s been 4 days since ticket and now I am getting a little mad with all this mess.



My User ID is: Lord Outer.1730

MY ticket is: 120906-000566 (Submitted from Web – 09/05/2012 07:20 PM)



I don´t know how to prioritize my ticket since I suppose it was an account issue, (made a search for code=021 and it seems to refer to hacked accounts, which I didn´t knew that when I submited the ticket).

I didn´t created any chars. My question is: Why you guys don´t just reset my account name?? just give me a new account name and password, and link it to my GW1 account.



Thanks in advance.

My friend was hacked on September 8th at 5:05pm PST. When they were playing, someone was attempting to log into their account and kept getting launched to the character creation screen. After several minutes of fighting for control of the account, apparently both were kicked and the account was disabled because I haven’t seen them online since then.They already sent a ticket and account recovery is not functioning.

Account Name:Adelise.5083
Character: Adelise Hunter

Old ticket: 120909-000323
New Ticket: 120909-000415

The old ticket did not have the serial code, so they decided it to close it and open a new ticket with it included.

Trying here too. Waiting for 12 days now. Ticket 120828-008637.

Hacked Account. States that i selled ingame stuff for real world currency.

12 days…

My friend’s account was hacked . I’m posting for him because his email got changed.

Reference #: 120908-002292
Date Created: 09/08/2012

My account was also hacked, my money and armors from my Engenire, and all my money from my Guardian.
Not all was stealed, but the most importante was.
Need an urgente anwser.

you have my sympathies

Posting on behalf of a guildmate who’s account has been compromised. No assistance received as yet.

Incident Number: 120904-007337
Time of Incident: 09-04-2012

Thanks Guys

I am posting on behalf of my girlfriend’s father who cannot login to post because his e-mail address has been changed and he cannot access his account.

The ticket number is 120909-002299
Submitted on 9/9/12

I just would like to add that even though this is not happening to me, I find it pretty bad that you guys lock out the doors for customers who have done nothing wrong and had their accounts compromised. How is the individual hacked suppose to contact you when you lock them out of the game AND the support account online?
Hope this is resolved!

Posting on Behalf of my friend His account was hacked Incident:120908-002055 any reply would be awesome!

Posting on Behalf of my friend His Account was hacked, email was changed, Incident:120908-002055 any reply on development would be awesome!

My account was just hacked from someone in Beijing, China. I disconnected the attempts from the guild wars 2 security page, but have lost access to the account anyway. Any attempts to log back into the game do not work, my character is now without any gear and probably an empty bank. I changed the password immediately upon discovering this mess. My account name is under gigglepurse.4160. Please help.

Just adding my voice too. I never logged in for a few days but tried last night to a nice message informing me that I’ve been banned. I was only level 4 so they’ll not get much and they haven’t changed my user name or email thankfully
Acc name Taylor.2319
[Incident:120909-000840]

Ticket number: 120909-000747

Friend’s account got hacked and his email was changed so I’m posting on his behalf. Around 9:30pm EST on 9/8/12 his account was compromised and transferred to a different server. He received an email stating that the email was changed at 9:37pm and it HOPED that he was the one to do it…. Really nothing more than that?

#120910-000482

Hello, My account I am using now just got logged out and I had a message saying my account has been “terminated” and “perminantly” banned for “reason 20”!!

This is ridiculous, the last thing I was doing was telling someone how to report a player who was selling gold and powerleveling in the /m chat!!!

I’ve just found reason 20 :
20.You may not use any third-party program (such as a “bot”) in order to automate gameplay functions, including playing, chatting, interacting, or gathering gold or items within Guild Wars 2. You may not assist, relay, or store gold or items for other players who are using these processes.
_

How does me REPORTING a gold seller and telling another play how to report him in ANY way assist him?!?! All I did was not condone what he was doing publically (without even swearing) and help moderate YOUR rules by making you aware of him with ONE report.

Please take a look at what you have done and what you are accusing me of and you will 100% find that you made a mistake!

#120910-000482