Guild Wars 2

Hacked GW2 ticket 120908-007611
Hacked GW1 ticket 120909-002200

Shameless plea for help with other ticket from the 2nd 120902-011769

Brother account
Hacked GW2 ticket Incident:120905-006479
Friend account
Hacked GW2 ticket Incident:120908-007877

Thank you to take care of this when you come to us

Ishnala.8719:

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.

The funny thing about all this to me is that the lack of information towards those ppl that paid for the game, kinda makes me feel like their thinking is well already got his or her money what happens next not really gonna be a top priority for us.
Instead we gonna take the time to delete post that talks bad about our game or support, I actually hate to even mention this cause of a couple of things, but this is probably why blizzard and WOW kills the competition, got to handed to them thou don’t like WOW much this days their support is involved pretty much on everything, if something like this happens within hours u got support up on everything, not to mention they actually give items lost back… This game, great game but to me feels like it’s overall downfall to it will be the support or the lack of it? I cant even count the times I have posted about the ticket or I have updated the ticket, even a “hey hello we jammed right now we have 30000000000 tickets in front about hacking but we will get to you” response besides not making you feel (the customer who pays for the game and service) ignored it gives hopes, makes u feel likekittenit, might take time there is allot of ppl before me but they are reading and working, its funny I laugh for hours about this, I have 2 more friends that like me got hacked same day we all have tickets in. We were on ventrilo one of them out of the blue says this got me thinking, maybe they work in a very cold room with all their servers computers and stuff lol but its too cold that their fingers get frozen quick so, I picture them temp subzero sitting on their hands…. OK hands are warm they log into to get some work done, hands started to get frozen must put them under! lol then he ends up saying they get work done… just not enough to make a difference, this had me tearing up for hours, lol.

My friend’s account was hacked…the person who hacked the account is currently playing in game right now. If anyone has time…please help him!

Incident:120908-006600

Thanks!

EDIT: This is the first incident report number: 120908-005390 – it was made before the other was created to prioritize it as a hack.

I am not able to access my account, and I am extremelykitten off that you are prioritizing issues, If their account is hacked put in a way for them to disable their account from the support page and their ticket gets worked in the order it was received.
I have been waiting 9 days, and I am nowkitten off that I have not seen anyone report their serial key issue has been resolved.
kitten off, verykitten off… this is outside my character but I am strongly considering reporting to the BBB if you do not stop cherry picking which issues you are going to work.

My friend’s account was hacked, i’m posting on his behalf because his email was changed.

incident #: 120909-005846
submitted: 9/9/2012

Posting for a friend, email was changed.

Incident: 120905-001003
submitted 9-4-12

I know we arent suppose to submit more then one but …. 120907-001539,120908-002042,120909-000215.

Randomly kicked from game 5 days ago.
Try to relog and I get perma ban error.
Few days later I get another error when I try to log in…

“We have detected that your account may have been
accessed by an unauthorized individual.
For your security, further access to the account has been suspended
until this matter can be resolved.
To restore access to this account,
please contact Support and one of our reps.
will assist you.”

I am almost positive the only reason
im having this issue is because I logged from a diffrent IP without thinking.
If so it’s pretty funny because I played from that location for
4 days or so before my account was halted.
I also went throught the process of resetting my
password to something more secure and trying
to turn off the email authentication to see if that helped.
The link to the turn off the authentication part for
my account is grayed out and cant be clicked.

Thanks ahead of time for any help.

Hi my friend who I was playing with havent been able to login for two days now.
His account got hacked and is wondering whenever he is going to get an response on these:
Hacked Account [Incident:120908-005316]?
Submitted from Web – 09/08/2012 09:47 AM [Incident:120908-004872]?

Please send a response as fast as possible!
We have been waiting 2 days now and somekitten have been laughing and probably done alot of fun stuff to his account this whole time. :-(

hacked account. i got my account and password restored, and now that i can access it
it is permanently banned.
i already got an useless responce, instructing me on how to change my password and on how to enable email autentication, without removing the ban.

i just need to see my ban removed.

ticket: 120907-000287

Posting on behalf of my friend as his account is locked out:

His incident number is 120906-009144

Posting here for my boyfriend. The hacker deleted his digital passkey email & changed the GW2 account email to a new one so he can’t reset his password. He contacted google support and explained the situation to them but they refused to restore the deleted email. His account number is rookz.6498

He signed off for the night after being bothered multiple times throughout the day with a message that stated someone else was logging into his account, to which he would be kicked into the character select screen and would have to start over any instances he was in every time it popped up. I was still in party with him when the person who hacked his account logged in when he left and played on his character. I recorded the tail end of this before he left party.

His incident # is 120909-005845. Please help soon.

Flatmates account was hacked last night. He logged off to visit family and an hour later tried logging in to find the email had been changed.

Now the hacker is using the account to play and has added ~10 levels to his main character in the last 12 hours or so.

Ticket: 120909-002592
Account: Lawshock.6192

I know it may take time to be resolved but can we PLEASE get the prick blocked in the meantime. There is nothing more infuriating than sitting here seeing my friends account logged in and playing when it’s not him. Not to mention the fact he’s furious about the event in the first place.

When the support tickets are submitted, why are these accounts not being blocked intantly? Sure take time to investigate but surely when this sort of ticket comes in, the first thing that should happen is access be blocked automatically?

Hey!

My friend’s account has been hacked (Email changed)
Ticket: 120908-004730
09/08/2012

So you guys fixed me being banned for no reason but now i have the new error message saying “We Have detected that your account may have been accessed by unauthorized individual. For you security, further access to the account has been suspended until this matter can be resolved. To restore access to this account, please contact our Support and one of our representative will assist you”

I’ve been trying to contact you guys for awhile just to get my account reactivated. I log on each night after work to check if I can finally play just to see other people who posted there issues get fixed within 24 hours.

I just need someone to tell me there actually looking at my ticket because as of now I’m losing hope.
Ticket# 120909-003016

Just got this error loggin into this website:

"
Login Error: Portal returned error: 42: {"error":42,product,module,line,“text”:"ErrTimeout"} — /var/www/forum/gw2/en/shared/bundle/ruby/1.9.1/gems/oauth2-0.8.0/lib/oauth2/client.rb:108:in `request’ — login_controller.rb 94 (fangamer:-1).
"

Also talked to the guy who hacked my boyfriend’s account, though you might find the mind of a MMO Hacker amusing, especially when he logs off after I tell him he’s not making any money.

http://i3.photobucket.com/albums/y78/reillyc/gf.jpg

Same issues here, permanent ban for an unknown reason, I’ve only played the game for a few hours too, and I’m way too simple a gamer to use exploits, add-ons or bad language.

Hacked Account [Incident: 120906-009540]?

Generated 07/09/2012

Thanks in advance.

is this the error 45? i just wanted to play today after 4 days and seems i have the same error!!!! and i finally wanna play again after those days

My boyfriends account has also been hacked and his characters moved to a French server. All attempts at whispering result in people being blocked.

His incident number is 120909-003930.

They have completely changed the email associated with his account and we’re unsure if his email address was compromised as a result of the attack.

If you guys could look into it when you can it would be greatly appreciated.

My boyfriends account was hacked and i miss playing with him =(.

Incident: 120906-008977
Submitted: 09/06/2012 01:37 PM

He has received the automated responses, tried the self help it just responds:
“There has been an error. Contact Support.”

His email was requested to change 12 hours before the submitted time. we have since changed all account passwords.

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 even started the GW2 game on official launch. My question is: Why you guys don´t just reset my account name and game?? just give me a new account name and password, and link it to my GW1 account.



Thanks in advance.

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 even started the GW2 game on official launch. My question is: Why you guys don´t just reset my account name and game?? just give me a new account name and password, and link it to my GW1 account.



Thanks in advance.

For my son.

Ticket Created Sept. 5th
Account hacked, email changed
120905-009378

Posting for a friend.

09/10/2012 02:14 AM
[Incident:120910-001643]

They were able to change his email or something and now he can’t even log in.
Not sure if his account is actually disabled currently.

120831-017533
120906-009476

spoke to steve and lance both werent helpful
been banned for 11 days and now it says im terminated i only have 10 hours played time i did nothing wrong , please help

Hi, I’m posting this on behalf of a friend who’s had his account hacked – hoping this will help make it easier to resolve the problem quicker.

His user name is Guitaringjoe.9756.
Logged on on 7/9/12 for a fair few hours then went to log back on on 9/9/12 to find that the account name (the email the account is linked to) was not found. He then checked his email to find that arenanet had sent an email saying that the account linked to this email has had the email changed. He did not do this. Sent two incident support tickets with the following codes: Incident 120909-007301 and Incident 120909-007180. He played GW1 for years and had GW2 the day of launch.

His incident tickets include serial number, character names and levels. Hope this information is useful, please help!

Account Hacked and Email/Account name changed.

Display name: Mastermind.8429
Ticket number: #120908-003735

My highest character is only in the low 20s. Really, I just want access to the game again so I can play on my day off. All info was submitted in my one and only ticket.

Thanks in advance for your timely assistance.

After getting the hackers email from my master account page and using the recovery process i tried to login and it said i was banned for gold farming.
120910-004459 and 120907-007982( this ticket was originally for the hacked account which i resolved myself)

marcusbash.8642:

Honestly, a mass roleback for all the hacked accounts would prove a faster and more effective fix then sorting through one by one.

totally agree all the D3 players got this as far as im aware, obv its not 100% but itd go a longway to regain the trust of its paying customers

GaileGray.9587:

White Owls.4360:

What if we got banned for 2 weeks for saying one bad word?

Well, then, you’re not hacked or permanently banned, are you? If you were suspended for two weeks, then you had more than one infraction. The first suspension is only 72 hours, but it scales up for the second — and I mean incident, not two reports of the same incident.

how is he to know what he did wrong if you do not send a log of what was said or done.

Was the 72 Hour promise 72 hours till they actually bother to look at your ticket?

This is bloody silly, the excuse that you don’t have a phone number is sad… ..

120907-003618

I’m past the 120 hour mark now and have heard nothing at all from any CSR about my ticket. I think they withdrew the 72 hour promise a few days ago..

Posting for a friend:

His account was hacked and has had his email and everything changed.
His ticket reference # is: 120905-00683
Only 1 automated response as of yet (ticket opened morning of 9/5/2012), which didn’t help at all (your message has been received sort of thing).
Yay new “48 hours” policy on hacked tickets?

I received an email this AM of an attempted login from what appears to be China? I am in the US so I promptly DENIED this access, and does not appear they were granted access. I have not been home to log in but assume based on what I can see here via the website, no one is logged in.
How in the heck did this happen?

why do I keep picturing Lance as Matthew McConaughey talking about how loves Hacked Account tickets because he keeps getting older and they keep staying the same age.

Hacked Account. Recovery does not work why the hacker has changed my email bound to my account. Tickets in my signature.

My friend’s account was hacked . I’m posting for him because he can’t do it himself.
SpeedyBang.1720
Ticket number: 120905-005934

Same issue here.

Incident: 120907-001?610

Put in a ticket last week and still havent received anything but a generic e-mail about a password reset which doesnt help a hacked, subsequent ban account.

What is taking so long? Ive been waiting for almost a week now.
I have the serial key, bank details from original purchase which Im sure the hacker doesnt have. So why cant my account be restored and unbanned right away with that information.

I really would like to play Guild Wars but I haven’t yet as I have been permanently banned ever since I got from holiday without even having played. Can someone help me please Ticket Number 120906-009529

my friends account got hacked. Hacker changed email address. They reset the password after raising the ticket, however they reset password on HACKERS email address………. he raised this again ( and highlighted the points again as they did not read the situation on ticket ).

now it has been days after my friend has raised again, however no response.

ticket number: 120906-005523

someone please help him and please could someone understand the issue ( and not just reset password ) please?

I am writing on behalf of a friend Zerterga.7659 ticket number 120907-006342, he was hacked last friday. He reported this immediately, still nothing has been done. Meanwhile his character has been logging in and out for the past 2 days, his character has been spotted naked and farming nodes.. Why has his account not been locked down yet? He is also the GM in the guild, so guild is also effectively locked down. His character is obviously being used by an RMT, I am hearing alot of very bad thing about security. I had my password changed without my knowledge but was able to use the recovery to reset it, the password reset on login screen does not work, I just get a ‘Not available’ message. Can someone please help Zerterga, lockdown his account and give it back!

Is this thread only for people who got hacked and don’t have access anymore?

I was hacked but still have access and my character is still there. But I also had 6-7 gold about 1-2 gold worth of items stolen from me.

Is Anet seriously blaming players for this, because my gw2 password is different from my email as well as all other online games I’m playing. They better reimburse me the 8-9 gold that was stolen from me.

Posting for a friend, one more to the stack.
Lordmarcus.3074
Email and password changed
120910-005675

Good luck everyone

Cant loggin since friday, game says unauthorized individuals have tried accessing my account.

ticket number : 120908-005514

i have changed my password to something totally random and not linked to anything else.

Hi,

I’m posting on behalf of my brother. His account e-mail address got changed on Saturday, and he hasn’t been able to log in since. The hacker has been playing his character since then and has server transferred him too!

Account name is Slickz.8507
His incident report number is 120908-007954.

I find that the fact that it was so easy to change his e-mail address absolutely appauling! There isn’t even a confirmation e-mail to confirm the change just something saying “your e-mail address has been changed (hope this was you!)” ironic.

Posting for my wife…

Apryll.8259
support ticket: 120910-000588

I see her character on a french server. When i try to use recovery link it says error, contact support…. Why don’t you guys have a customer care phone number or something… This waiting is killing me… not to mention my wife is perty p.o.’d because some kitten bag has her account that she paid for.

Hi,
i have download the game in my holiday in new york city for test my new pc and see the game,but dont have play, i have only block my name character.
now in my home italy this is written:
“your Guild Wars account has been terminated for engaging in or assisting with gold or tiem sales for real-world money, which is a breach of the User Agreement and Rules of Conduct. This action is permanent.”
I dont have change gold or item for money… Is incredible error!!!
I have open ticket 7 days ago but the service not responde me…

is incredble i have buy for this game and I have not been able to play…
i have lost 2-3week and the support dont response me for this simple problem…

I’m losing many weeks of play cause to the very slow service assistance and for a bug or exploit for hacked account …
is incredible to have bought the game many months ago and then not being able to play …
I understand that you are full of ticket but you should prioritize to those who have paid and can not play for reasons not own ….

because of the delay I hope your service hope to be rewarded in game lost all these days ..

Ticket number
120904-000216

I’m posting on behalf of my friend, Comradecalma.2706. His email was changed without his authorization Friday, September 7th. Please look into this and restore any items that may be missing.

[Incident:120908-001987]

TICKET REf #120908-005767
Subject: Hacked account , email got changed. I can no longer access my account. It no longer exist
Date created- September 8, 2012
Posting on behalf of my husband, his account got hacked, the email got changed. Last known time that he actually log in was around 2.30am EST, when the maintenance was about to happen. (from what he tells me)

Got an email saying, Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account
Now his email is no longer an existing account, should he re-create his account or wait it out?
~Pallu