Guild Wars 2

I’m just gonna go straight to the point.

My partner can’t seem to log into both gw2 website and the launcher. He has email authentication but there’s no email sent to him whatsoever. He’s been at it for 2 days now. He has no problems logging in the past few days and this happened only yesterday night.

Steps he tried but to no avail:
-Checked junk, blocked, safe senders, deleted. Not there.
-Reset email password.
-Reset and account recovery from GW2 website. No email.
-Logging in from another computer, same situation.
-Turned off firewall and reset router, no email. Tried asking friend to log in using the same computer, worked for him but not me.
-Tried logging in using friend’s computer, website and launcher came out with the same problem. “unknown authorization” and no email.

Already sent a few tickets regarding the situation. When one of the Technical Support member offered :

“After you have done that, if you still are not receiving authentication e-mails, the only workaround that we can offer at the present time is to disable the e-mail authenticator. Please let us know if this is something you would want us to proceed with and we will forward instructions about disabling the authenticator. (If you are disabling e-mail authentication, please consider enabling mobile authentication, if that is an option for you.)”

but when he said to just give up on the email authentication option and asked them to go ahead with diasbling the e-mail authenticator, they replied :

“After researching the provided information, we will not be able to assist you with accessing this account.”

He’s really stressed and tired now, can somebody please help? I’ll make you cookies!

Anybody have any insights? Please?

He should sending a ticket to support for assistance as they would be the one to give answers to your questions.

A ticket would be the best course of action at this point. Also, while he’s waiting for a response he may want to change his e-mail password to something unique (never used before anywhere) just in case his e-mail account has somehow become compromised.

He’s probably not getting replies because whoever stole his account changed the email associated with it. I’n my case I had to create a new email address to contact them with because the hackers had complete control.

On a side not he may see if they have the ability on his email to restore recently deleted emails. You’ll probably find a bunch of communications from Anet. If he had his original serial key in that email account he’s going to have a really hard time getting his account secure so I would double check that it wasnt one of the deleted messages.

He apparently did make a ticket, was told
“After you have done that, if you still are not receiving authentication e-mails, the only workaround that we can offer at the present time is to disable the e-mail authenticator. Please let us know if this is something you would want us to proceed with and we will forward instructions about disabling the authenticator.”

Then when he contacted them again to disable the email authenticator he was told
“After researching the provided information, we will not be able to assist you with accessing this account.”

If it was me I would resend the email with a second request for instructions to disable the authenticator. Make it very specific that that’s all you are asking for at this time.

I’m guessing his associate email has been hacked and that was used to compromise his GW2 account. If an email comes in from a valid account to Support, they will change the GW2 password, no questions asked (unless a policy change has been made recently.

Once a hacker gains control of the account any number of things can be done to hinder the original user from regaining control of the account. First, SECURE the email account (that being compromised has many more potential problems than a lost GW2 account).

Brother Grimm.5176:

I’m guessing his associate email has been hacked and that was used to compromise his GW2 account. If an email comes in from a valid account to Support, they will change the GW2 password, no questions asked (unless a policy change has been made recently.

Once a hacker gains control of the account any number of things can be done to hinder the original user from regaining control of the account. First, SECURE the email account (that being compromised has many more potential problems than a lost GW2 account).

He apparently is getting emails from support as he is discussing the situation with them, he isn’t getting the authorization emails. Would a hacked email do that?