Q:
Account Restoration
ArenaNet Communications Manager
A:
Ultimately, the security of your account is your responsibility. Being “locally hacked” means you either left the game open, saved both credentials in an insecure environment, shared the account, or used such insecure credentials that a friend or family member guessed them. It doesn’t matter that you were at work or that people will attest to that; the issue is that the account was accessed and we have no way — under the circumstances — to know that it wasn’t an “access with permission” event. (The confusion these situations cause is one of the reason that account sharing is strictly disallowed in the User Agreement.)
Restoration is intended for accounts that are accessed from an unknown, remote third party, not by an “Evil Little Brother” or a buddy who was sharing the account. I’m sorry, but you are not eligible for a restoration.
Incidentally, it seems to me that the team was smart to send you new credentials, since under the circumstances someone else may still have had access to the account. This wasn’t an error, but an attempt to assist you.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
and told me that support could not restore characters or items.
They already said they can’t restore it…
They can however rollback an account to a previous backup point. Maybe you used the wrong words in your ticket request.
Intel Core i7 4790K @4.7 GHz, 32 GB 2133 MHz DDR3.
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MSI GTX 1080 Sea Hawk EK X 2xSLI 2025 / 11016 MHz, liquid cooling custom loop.
Samsung 850 Evo 500 GB. HTC Vive.
https://en.support.guildwars2.com/app/answers/detail/a_id/9274
This states that they can restore it. I was quite specific in my wording. It’s quite frustrating when a ticket takes two days to be answered and the person answering it doesn’t even read it.
Only accounts that were compromised are restored. If yours was accessed locally, it will be very hard to prove that the access was unauthorized. If you have such proof, go ahead and provide the details in the ticket.
Without proof that the account was compromised, they won’t restore it. I think that is why you got the answer that you did. They can’t tell the access wasn’t authorized.
I received the response that I did because the person who answered my ticket didn’t read it. I clearly stated that I wanted my account restored, and he sent me a link to reset my password… after I already stated at least twice that I had done that already.
I was at work when the compromise took place. I could round up about 20 coworkers who would all state that I was at work, as well as the exact times I arrived and left thanks to my employer keeping track of building access.
I hope that I don’t have to go through that trouble.