Guild Wars 2

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?

My husbands account was hacked it isnt banned… it is up and running. He plays a guardian BUT there is a warrior running around on his account. He has given all the information you have asked for with nothing but emails that give him the run around in return. What really makes it bad is that his first guild wars account is linked to it. Please help… this has been going on for about a week. His ticket number is:

120903-003680

Thank you for your time.

I was hacked on the 3rd also and still nothing… they just sent me an automatic messenge and didnt even read my ticket… i’d expect it to be solved by now just like you since all that was done to my account was its name being altered… -.-

It’s a myth. To prove it I’ll post my friends unresolved ticket.

[Incident: 120905-001631]

They do have the means to but they have stated several times that they can not do it currently. Now if that means the program to do it is not implemented yet or they are understaffed because of all the support issues I have no heard. For what it’s worth it would be easier to just start over, you’d probably be back to your original state (money, gear, etc) long before they could get to you currently anyway. Sorry.

St Jimmy.5703:

I was hacked on the 3rd also and still nothing… they just sent me an automatic messenge and didnt even read my ticket… i’d expect it to be solved by now just like you since all that was done to my account was its name being altered… -.-

Did you put “Hacked Account” as the subject in your ticket? The first one I made had a different name before I read that you should put that as subject so I made a new one referencing the original ticket. I’m wondering because my original ticket got a generic copy/paste response, however my “Hacked Account” one got a different response and my email was finally changed back. I used the self help account recovery page at that time to reset my password.

Same thing to my friend, hacker changed his e-mail so he gets an error when trying the account recovery thing.

CorpraSalaith.8912:

They do have the means to but they have stated several times that they can not do it currently. Now if that means the program to do it is not implemented yet or they are understaffed because of all the support issues I have no heard. For what it’s worth it would be easier to just start over, you’d probably be back to your original state (money, gear, etc) long before they could get to you currently anyway. Sorry.

Easier said than done. My hacker deleted all my characters. I could care less about money/gear, I want my level back….

Please ArenaNet, Something needs to be done. It’s not right that he spends $59.99 US Dollars for a game he cannot even access.

Degenetron.4391:

CorpraSalaith.8912:

They do have the means to but they have stated several times that they can not do it currently. Now if that means the program to do it is not implemented yet or they are understaffed because of all the support issues I have no heard. For what it’s worth it would be easier to just start over, you’d probably be back to your original state (money, gear, etc) long before they could get to you currently anyway. Sorry.

Easier said than done. My hacker deleted all my characters. I could care less about money/gear, I want my level back….

That sucks, there is hacking for personal gain by stealing all the players items, and then there’s being a complete kitten and deleting the characters for no reason. I’m sorry for you and feel lucky that I at least have my character.

LOL apparently swear words are replaced by “kitten”

About two days ago I got an email from arena net saying some one changed my email adress, “we hope it was you” was what it said. WTF!? Really, you hope it was me?

So I tried to log nito my account and sure enouph my login details had been changed.
I created a support ticket stating that my login email adress adn password had been changed and I no longer had access to my acount.

The resulting email I got as a response in return was a joke, all they did weas send me a link to recover my password, but the catch was that I needed my email adress to do so, my email adress for the acount had been changed by who ever hacked me!

These fools did not even read my support ticket, if they had they would of known my email adress would not work to recover my password.

So I tried to create a support acount to reply to my ticket that way instead of through the email, low adn be hold a support acount had allready been created using my email adress, not by me, and when I tried to recover the password for that acount They tell me they sent me an email to recover my password for my support acount, but no email arrived.

This is rediculous, thier whole system is screwed up. How bad is it if my support acount is compromised?

And what gets me is how did this happen? Arena net put out a statement a while ago regaurding hacks and in it they said they think thye are getting the emails and passwords from other sites and some how using them to gain access to giuld wars 2 acounts. Really? Thats thier explanation? So that means we all must have other hacked acount right?

I just can not see how any one got this information unles they gained acces to arena nets servers some how.

O well, in the end I had to buy the game again, lose a lvlv 51 gaurdian.

This time though I created a completely new email from a completely new provider, with a crazy password. This email and password are only used for giuld wars 2. If this happens again I will no it is arena lax security and not me.

Mars.9132, my friend’s account, has been hacked.

I actually got a message from the person on the account who thought I was his friend. Then I asked who it was cause it obviously wasn’t my friend.

I thought it might be a bug of some sort, so I asked if he had a character named “Chiqi Darkana”. His response was: “lol, I do now.”

I’ve got two support tickets (the second was created by following your advice on creating a new ticket since the first was not prioritized). The most recent has been mark as a duplicate and I’m pretty sure it has been ignored, and since my first is not prioritized correctly, nor is there any way to update the subject line, it will also be ignored. The tickets are 120901-014792 (on 09/01)and 120905-001862 (on 09/04). Both tickets have the information requested.

Move on. Arenanet absolutely “kittened up” with the security system and customer support. This game reeks of NCsoft all over it, but it’s covered up with the name of a different company. The chineseseses are ruining the game, renowned graphics cards can’t handle the meager graphics, and the trading system sucks “kitten balls”. Also, I can’t curse for “kitten”.

I’d rather play TERA or go make money IRL.

I haven’t been able to log into my account for close to 5 days now. I was able to finally reset my password not 10 minutes ago, and it says I’m perma banned. I’d like to know why this is happened and how I can resolve the issue.

your lucky ive still been waiting since the 3rd…

you are lucky. Ive been waiting since the third. I FINALY get a response today.

THey didnt even read my ticket and sent me generic copy and paste email with a link to reset my password! This does not help me because the person who stole my account changed my email not my password. and they probly deleted my characters.

Im so frustrated at this point..

I do not understand why they are so understaffed.

my account is permanently banned due to hacker activity.
i recived a support e-mail, teaching me how to reset pasword and activate email verification, an it wasn’t of any help to remove my ban…

ticket number: 120907-000287

Ticket Ref No. 120903-004993 – Still waiting for help, ticket is properly prioritised. Account Hacked on 3rd September.

I got an email today (around 8 hours ago) telling me to visit this page https://account.guildwars2.com/recovery and enter all the details and verify. But this didnt work. Because its not a password issue. The Account Email / Name has been changed by the hacker.

I am still waiting for help. Pls respond. All the relevant info is in my ticket and its properly prioritised.

Thanks

Ticket Ref No. 120903-004993 – Still waiting for help, ticket is properly prioritised. Account Hacked on 3rd September.

I got an email today (around 8 hours ago, from Lance) telling me to visit this page https://account.guildwars2.com/recovery and enter all the details and verify. But this didnt work. Because its not a password issue. The Account Email / Name has been changed by the hacker.

I am still waiting for help. Pls respond. All the relevant info is in my ticket and its properly prioritised.

Thanks

I’ve been permanently banned since 08/31/2012 and I’ve followed all the steps I could find about prioritizing and updating tickets and every 3 days I close and open a new ticket. But still no responses and I truly feel like GW2 staff is ignoring players.
#120908-001074
Savage

Seriously you actually did a re-buy on the game without any refund? lol same thing happened to me, I’m still waiting they pretty much will have to fix this otherwise players can just file a lawsuit… Since they decided to sell a product with next to none security that alot of people have no access to, even though they kept their end of the bargain which was to buy the product…

After the first hacking, I changed my password. After the second hacking (and finally losing everything), I emailed arenanet and changed my password again. Finally the hackers managed to change my password.

No. I am still not infected with a rat or keylogger.
No. I have never used these passwords on any other gaming site.
No. I was not phished 3 times.
No, the chinese hackers are not just using a database of logins to bruteforce your accounts — the vulnerability is on arenanet’s end and they’re UNWILLING TO CONFIRM IT BECAUSE THEY’LL GET THE UNHOLY “KITTEN” SUED OUT OF THEIR "KITTEN"HOLES.

Their recovery consists of using the email that the hackers changed. Arenanet, are you even trying? All that brainpower put together equals a moronickitten method for being unable to retrieve your account?

Great job. I didn’t change “kitten”.

Same boat here exactly the same issue, Incident: 120903-012058 in it clearly states my account name was changed, still useless support decides to reply with an automatic messenge without even opening my ticket otherwise they would have known this password reset method was pointless… If every ticket previous to the 3rd sept was solved by now “pretty much” as they say, then why haven’t our tickets 3rd sept forward been taken care of? They should have implemented a system that allows players to change their account names by using their serial codes as proof… like the one to change passwords, to make sure they covered both ends not just one…
Really bad customers support seriously taking too long…

Anyway, high five for having my account hacked and password changed by chinese people, but still being able to complain about it over the forum. I’m assuming the forum account isn’t linked to the database for game accounts.

Glad to see i’m not the only one that feel like throwing a brick at this crappy customers support lol loving what you did with that second screenshot, if that’s not explicit enough i have no idea what might get through to them… xD

St Jimmy.5703:

Glad to see i’m not the only one that feel like throwing a brick at this crappy customers support lol loving what you did with that second screenshot, if that’s not explicit enough i have no idea what might get through to them… xD

yeah, they can go “kitten” themselves.

Hello again.

Now I got some response, but… No, the recovery didn’t help much. Now I’m receiving another error, as stated in attachment. Now how do I fix this?

I have done everything you adviced in the reply, yet nothing changed the error, although the banned error was away when I woke up & haven’t even done anything, so thank you for that. But so, the game wasn’t still working correctly, even though I once again reseted my password to a longer complex one (random small and big letters & numbers). I even tried to disable my e-mail authorization if that would help, but no. The error says I am suspended until the matter of someone else can not anymore enter my account, but how do I know how long can this investigation last? Can’t you just let me play the game now that I have changed the password already? Plus, I cant go to put the password authorization back up without passing the error in the login.

Or are you just not letting me and everyone banned without a reason in to the game until every chinese gold-digger is arrested? Why don’t you shut the whole game out until that has happened if that’s the way you want to do it? It would be much more fair that way.

Tickets:

120906-006746
120906-004669
120904-005382

- Noppa

The roll back of accounts needs to be sorted out. Anet’s reply of “we can’t do it” just isn’t acceptable, particularly when there has been so much account hacking.

I got my hacked account back very quickly but my stuff was gone. This is in spite of my home IP having been validated by email several times in the previous days so how did the scumbag use my account from a another PC?

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.

I’m finding it hard to get back into this excellent game as I feel any day all my efforts could be wiped out again and I start from scratch. Not exactly what you want from a “persistent” game world!

People need their stuff back!

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.

So I downloaded the patch. I log in play for a few mins and get a messege I have been banned for hacking or attempting to hack. I have never hacked in any game I have ever played i.e. everquest 2, warhammer online, etc… The only issue is my ISP is hughes net which is crappy for playing online games let alone using the internet, which lags me out alot. With guild wars 2 I have been only running around the different areas and unlocking the world till I get new internet. I also, did not get any email or notification in game like the rules said they would if I were to be banned or warnings for doing anything unusual. Does this mean I have been hacked or what’s going on.
Ticket numbers I got for submitting an appeal is:

120908-002708 and 120908-002696

Please help

Well, although I still have access to my account, it would appear all my stuff has gone.

I wouldn’t be so bothered, but I EMAILED ArenaNet last week, stating that I had 100+ login attempts all from China, and what I should do about it/what could be done. I got the generic reply of changing my password etc, so I did.

Was then told to authorize my email/log in attempt, so again I did when I logged in. And suddenly I wake up today to find it all gone.

basically i belive my account was either hacked or permantly banned for someone trying to hack it or i have done something ingame wrong that i am not aware of. i enjoy the game and want to continue playing i made two tickets ( hacked account) 120905-005329. this ticket got a reply saying do this and that change password so i did this, but the permantly ban is still there, i now have tried to follow the instructions to continue the ticket incase it has not completly helped me. Basically it asks me to log into account support i can not do this for the reason it has been disabled so i can not use it.I made another ticket (first 1) 8 days ago (120904-004945) i still have not got a respone to this ticket it discusses overall what has happended. little upset with the long wait but i have patience with the support team. i thought i should post on forums hopeing a support team will help me with my overall issue, if i need to list some details my email etc and 1 of my character names is morgarna vine or, nikkix. if a anet moderator or higher in the team needs some details like my serial code im a capable of sending them it thanks for your time reading this please get back to asap. Please!

My account has been hacked. I caught it soon after it happened, and changed my passwords. Hopefully, i’m secure for now. What kills me about it is I was literally logged into the game at the time, just AFK.

I closed my old ticket. The new, properly prioritized one is:
Ticket Number: 120908-001041

Ticket 120901-013434 [over a week old now].

My account is still suspended with no helpful contact with CS.

I’m fed up, I’m seeing people with newer tickets posting in this forum saying they’ve got their accounts back already, so where is the ticket prioritisation?

I’m unfortunately also still unable to login to my gw2 account
Tickets:

120904-003971
120905-002609

My English is not very good.
My account has been permanently disabled.But I’m just in normal play, I have to give a friend some gold coins in the European server, this is the game allows.And gold in my account is my normal game circumstances should.I just use a proxy server to the game, this is because the network is not a good situation.Me and my friends to play the game account, and did not use any hacking software.Be careful verification.

Hello there, my account has been permanently blocked.

I think it was for using inappropiate lenguage with my PJ Aldan Darksoul but more than 72 hours have passed and I still am banned.

I will appreciate any reply, as I have been waiting more than 9 days for my local suppports answer (Spanish).

this is my ticket number 120903-006546

I was answered yesterday but my problem has not been solved at all (Only a recommendation to change my password)

Can you check out what happened?

Thanks ;-)

My English is not very good.
My account has been permanently disabled.But I’m just in normal play, I have to give a friend some gold coins in the European server, this is the game allows.And gold in my account is my normal game circumstances should.I just use a proxy server to the game, this is because the network is not a good situation.Me and my friends to play the game account, and did not use any hacking software.

Well I finally got my account back from support, but when I tryed to log in I noticed that I got perm banned. Is there anyway to get unbanned without the ticketsystem? kind of took me long and addiction is starting to kick in.

Well my account got hacked, just got it back and got a perm. ban for gold selling.
What do I do now? ^.

Ticket :120908-003334

I got the same problem, hope they can fix it!

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……

Well I really hope so too, because the ticket thing didn’t really help me out.

Getting copy paste solutions about a whole other subject made me cry ._.

need help with 120908-002514 please.
thank you.

if its in error open a ticket asnd they will deal with you