Guild Wars 2

i have now got a diffrent messege when logging in. “we have detected your account may have been accsesed by an authorized individual for your secruity, further access to the account has been suspended untill this matter can be resolved. to restore acesses to this account please contact customer support” i cant wait another 10 days seriously comone …. my tickets are 120905-005329 120904-004945

Hi Maxii.

I’m at the same situation with you. Let me know if you got some update and I’ll do the same with you

My tickets:

120906-006746
120906-004669
120904-005382

Got my account off banned, but am now suspended for the same reason as you so I can’t play/login.

- Noppa

You probably used a 3th party tool to connect to the guild wars servers on a proxy ( dont even know if using proxys is allowed )..But anyway a 3th party tool is seen as a hack usually..Just submit a ticket in the hope they understand your problem.

I also have the new “unauthorized individual” message now showing, have heard nothing from ANet other than the instant automated response to my ticket being opened.

120905-001299

Still no help I see…. :S This is so painful I think I’m going to go and renew my subscription and go be a Panda..ugh..:(

Hacked account, ticket 120904-009371. Been over a week, got random reply nothing to do with hacked accounts. Please someone with a 5 mins help*

Had to hop on my friends account cause mines hacked and email was changed and still havnt gotten help besides your team sending me to the account recovery page THAT HASNT WORKED! even tho i had already tried it. and had asked for them to change the email and password to a new secure one i listed in the ticket info please help me resolve this after 4 days of waiting…. 120907-003514 <== ticket id.

Yep, My brothers account got hacked too. He recieved an E-mail saying that the mailadress for his account got changed to some other adress. And 3 days later the problem still remains unsolved with barely anny assistance from the GW2 support team.

[Incident:120906-007690]

2 days i been waiting all week and nothing -.-

sorry to hear that ^

Still banned. At least you took the time to take out the “72 hours” promise from the game report. See, folks, they are making important changes to the game!

hallo,

Well, my friend ask me to post here:
His account got hacked. Please help!
Ticket id are " 120908-003511 ".

thx in advance.

So my friend, brother, and I have a running bet to see how long it will take before I am actually playing the game again. I think that I’ll probably get my account back (from the hackers) by next weekend and then I’ll wait about a week at least to get it unbanned (since it was hacked it was also probably selling gold).

Just in time to start my second week of play on the month anniversary of the release. I mean, I know what you’re thinking and yup… I’m an optimist.

Ticket:
#120905-000334 (5 days old) 9/3/12

I am writing on behalf of my boyfriend as his account is still HACKED!! its been 7 days since he received an email saying “your email address was changed, hope it was you” since then he has opened tickets and the responces are no help as they tell him to try and log in!! He cant log in when the email address isnt valid!! PLEASE take a look at this for me please
[120902-001912]
[120904-000797]
He has given out as much information as he could and would just like a responce that would be more helpfull to regaining his account back
Thanks

This is in regards to account Ikigami.4980. The ticket number is 120907-008677. There has been no responce from support at all. He is still getting error code 3002.1008.1:462.

He tried to log in last night as was no allowed. Every time he tried to do account recovery he is told there has been an error and to contact support. He can not log into the game or even the fourms.

Not sure what is going on with support. Seems like it is taking everyone five to six days to get a responce. Did anyone get this issue resolved faster?

Posting for a friend. The account has been stolen nearly two weeks ago

Relevant data:
ID: AdvDiaboli.3492
Ticket: 120828-001455

All necessary data should be in that ticket.

Ticket #: 120907-000679

Apparently my account was accessed by an unauthorized individual and was suspended.

I’ve changed my password and my email password, so I’m just waiting for an unban.

Lunacy Solacio.6514:

Ixeus.1976:

Blaming the customer for having weak password discipline also doesn’t cut it. All MMO developers have a duty to provide account security irrespective of what happens on other web sites etc.

Oh wow. I wasn’t aware they were responsible for securing the users password and email on every website……

The point was, that the system should be secure irrespective of where the username and password were obtained. That’s what the email authentication is supposed to be for. Where or how the details were obtained are irrelevant. And I don’t pay websites to keep my account secure – I have paid Anet!

Ok, my hacked account still need HELP. I’m on day 7.

Reference : 120902-016533

My account wasn’t Hacked like yours but my ticket is now running into 2 weeks now with account i can’t play on

Still hacked, been a week now.
WHERE IS CUSTOMER SUPPORT??

[Incident: 120905-001631]

account of my brother hacked need help they send 2 tikets and the response of customer service are recovery page but the haker changed email of account and the recovery page send error pls need help my tikets are 120907-007232 and 120906-005814

pls waiting for answer

Why is my account perm ban, after login to Guild Wars 2 in a business trip in China?

Now i am back to my country , i am not able to login and it is showing the perm ban status.

Please look into it, i did nothing wrong or against the policy that could anyway be voliate to the user agreement.

thanks.

char account: zeta centuari

My friend is hacked and can thus not post here, so id thought i would help him out. The ticket id number is: 120908-002629

I got banned permanently aswell for associating with gold sellers when i did not do such a thing.

I am getting helped on the support page on guildwars where i made a ticket
On this thread it said to post here if you get banned for such things so thats why Iposted this.

Here is the reference to my posted ticket: # 120904-004022

And I have not logged into the game since. I can’t see wasting my time and getting my cc info compromised. Two more attempts to get into my account today.

A login attempt from the following location is currently awaiting your authorization.

Address: 183.163.204.249
City: Hefei
Region: 01
Country: CN

A login attempt from the following location is currently awaiting your authorization.

Address: 27.188.10.18
City: Cixian
Region: 10
Country: CN

These are the guys taking accounts right here. Maybe someone could look into this? They have not got into my account so far but I get 2-5 emails a day showing attempts. Thank you and good hunting-

Just recently got this reply from Anet regarding my lost stuff:

“The Guild Wars 2 Support Team is unable to restore missing characters, items, or Gems. We are also unable to manually transfer characters from one server to another. I understand this may be frustrating, but we simply do not have the capabilities to do this.”

Nice to get a reply but for me this is a startling admission from a developer bringing an MMO to market after 4 years of work! (which does show in the quality of the game). The whole point of an MMO is that it is a persistent world and loosing all your progress and stuff following another security kitten up or technical failing (on the developers part) and never getting it back is unacceptable as every other developer knows.

Get your act together Anet – this needs sorting out quickly.

Still no response, come on pls in few hours it’ll be 6 days since i submitted my ticket. My ticket has all the required info.

Since I already got one reply from Lance, means that I am no longer at the back of the que, I am at front now. Therefore my issue should be looked at and resolved now.

Waiting for support email eagerly.

I like how it says they are unable to restore the items.

Some players who were hacked on 3rd September are already in game. Not sure how this is working. But i really want to get back in the game now.

Got a level 80 thief. I was level 80 on the second day of the launch and now i have been sitting on mykittenfor the last 5 and a half days. I would have got full or at least 4 pieces of 42k karma armor by now.

OMG! Its so painful to think about the lost time.

And another one about 5 minutes ago!

A login attempt from the following location is currently awaiting your authorization.

Address: 124.166.146.12
City: Xian
Region: 26
Country: CN

Hacked Account

120905-004759
120905-008912
120907-002561
120908-004674

Hacked since september 1st..

[Incident: 120905-001631]

Bluewolf.3812:

Xefier.3746:

My account was hacked on the 3rd and I finally got access to my account back thanks to support. However there is still the issue of all the items that where stolen. Back when my Diablo3 account was hacked I had the option to rollback my account and was told the date & time it would be restored to.

Does Arenanet offer similar service?
Has anyone had this done for them?

How did you get your account back? Through Account Recovery page? I was hacked on 3rd as well, they send me an email with a link to account recovery page , which essentially helps in recovering password. It didnt work because I think hacker changed my account name.

Did Account Recovery page work for you? Or you followed some other procedure? If you share may be it can help others.

Well for me I create a ticket, but then I read the guide how your suppose to have “Hacked Account” as the subject in the ticket, so I made another one referencing the original ticket. I ended up getting a generic response with links in it for my incorrectly named ticket, however my “Hacked Account” ticket was changed to “Access Restored” and they changed my email back (I got an email change verification), and then I used the account recovery page and it worked (Didn’t work before). Though actually I noticed after using recovery that they had provided a temporary password for me to. But I had my new password setup already.

Anyways the moral of the story is make sure your ticket is named “Hacked Account” (If it was already then idk). I wouldn’t however recommend making multiple tickets because this will slow down support even more, if you have to make a new one with the correct name then your suppose to follow the guide and also put a ticket submitted date and ticket# in the subject beside “Hacked Account”

EDIT: Oh actually looks like I said something earlier in this topic about this, oh well.

Ixeus.1976:

Just recently got this reply from Anet regarding my lost stuff:

“The Guild Wars 2 Support Team is unable to restore missing characters, items, or Gems. We are also unable to manually transfer characters from one server to another. I understand this may be frustrating, but we simply do not have the capabilities to do this.”

Nice to get a reply but for me this is a startling admission from a developer bringing an MMO to market after 4 years of work! (which does show in the quality of the game). The whole point of an MMO is that it is a persistent world and loosing all your progress and stuff following another security kitten up or technical failing (on the developers part) and never getting it back is unacceptable as every other developer knows.

Get your act together Anet – this needs sorting out quickly.

Thank you for this, I was still hoping I would be able to get rolled back. But now I guess I’ll just have to deal with it and move on. The main thing that concerned me about not knowing if I can get rolled back is that if I CAN then I would be losing the progress I’m gaining right now.

I submitted a ticket on the 2nd to have my email changed back, finally got an answer back today that it was restored. Now I’m seeing a banned message when I go to login, can you please remove the ban?
Ticket Number:120902-016796

lucky you, i’ve submitted a ticket the 2nd, too; but still no respnse….

Ticket: 120902-016533

( If it is banned can you remove the ban immediatly? or have I to wait a bit longer? )

Still no response. Hmmmmm.

120905-004759

Hacked account, please help. Account-Recovery did not work.

Same: No response. Account recovery does not work. Email bound to my account was changed.

120905-004759 (since 5th September)

Please help already.

Me neither, not even from a GM, they remove my posts to some other categorie though, thats the only thing they’re doing atm, Are they even working in the weekend? any idea?

Same here, same problem, same guy that failed to help, good old Lance!

Acc: Zedu

Ticket: 120905-008159

120908-005058

Account banned for gold selling after it was hacked…

Lance answered my friends ticket like that aswell! He made his ticket on 09/03 too.

120903-006371

Hello,
I’m banned since 09/04 for i don’t know why, i think i was hacked or something because there was some logins from CANADA and US in my account and i’m from BRAZIL.

My tickets: 120907-004271
120905-000508

I’ve received a reply yesterday with some instructions about changing e-mail, password and e-mail
authentication, I’ve tried everything with no success and i’m very disappointed about the support.
Guild Wars 2 is a great game but don’t have any customer support number where we can call and the support
tickets takes too long to be answered.
I never did anything like exploiting or used bugs to get advantage, the only thing i saw was the logins from
strange locations like US and CANADA.
Still banned and waiting for a response.
Thanks,
Hans Uhalde.

120902-016533 is my ticket still need help

120906-010206

Banned for real money trading for over a week. Please fix!

My wife’s account has been hacked since Monday morning(the 8th). It has been over 5 days since we put a support ticket in, and we have had zero resolution. What is up with this? It has all the information required, and ArenaNet has done nothing.

Wasn’t is supposed to be resolved within 72 hours? Do something about this. We have been patient, but it’s past that point by now. It is extremely painful watching her account online constantly, changing servers and such too. It’s clearly an active gold seller.

The ticket number is 120903-008838

My Friends account got hacked a few days ago, He put in a ticket and everything since it seems you’re allowed to change the Email/Account name of the account without an email verification which I’m trying to figure out who thought that was a great idea…but hey whatever… Anyway its been a bit over 30 hours and he’s wanting an update.. He’s provided all the information..

his ticket number is 120907-003618

Hi, My best friend also got hacked just now. He playing with me and got disconnected and cannot log into either the game or his account web page. When he logged in, it reply as E-mail not found. I think his account e-mail may be changed.

Hope this will be resolved soon.
(edited to add more description)

The ticket number is : 120908-005203