Guild Wars 2

Hello,

for over week now I’ve been unsuccesfully attempting to solve my problem through customer support.

Someone compromised my account and deleted all of my characters and their belongings. I red on your base knowledge page that you offer a one-time rollback in such situations but according to support I’m not eligible for it because it appears no unauthorized access took place.
The reason however is that the culprit did this by REMOTELY accessing MY OWN computer using a malicious software, and this is why there result no attacks from an external location. (For clarity’s sake my GW2 account isn’t the only thing this hacker damaged)

My requests keep getting rejected because there is no proof in your logs but how can I prove it? If the hacker did this whitout masking his true IP would i have obtained my rollback instead? It doesn’t feel fair that I can’t get my belongings back just because whoever did this used a slightly more advanced hack than a simple keylogger.

Why not grant a rollback in my situation too considering we’re not talking about losing a character or item by mistake but an entire account wiped in less than 30 seconds. And not only that, it happened just a few days before the 15th of April patch which would have made account-bound much of my belongings.

I know there aren’t any proofs on your logs (I have them however, professional inspection of my computer unveiled -how- this happened, just not who).
Just by logic, isn’t this proof enough?

I made multiple attempts at explaining this to support but I keep receiving the same suggestions about changing passwords, not telling my passwords to others (I never did) or how to not delete a character by mistake. I’m starting to wonder if the support is really reading what i’m writing. I understand you have to deal with lots of requests every day and you are very efficient at answering quickly but I just want to get my one-time rollback like every other person that found themselves in my situation.

For reference, my ticked number is 527380 first submitted on 9 April.

You need proof that the damage was done by a 3rd party. When Customer Support agents look at your game logs, they’ll see that no outside IPs accessed your account. Therefore they have no proof that you didn’t do the damage yourself. It’s the same as the “evil little brother” situation, where a family member or friend hopped on your PC and did something you didn’t want.

So the only advise is that you should have better computer security. A good anti-virus prog goes a long way.

If you want your ticket to be reviewed, you can post in the sticky at the top of the subforums.

I wouldn’t get your hopes too high if I were you, they tend not to listen to the players when said players contradict them and try to explain something. I had a similar experience and they blatantly ignored my mail by responding something along the lines of “we won’t be answering”.

Smooth Penguin.5294:

You need proof that the damage was done by a 3rd party. When Customer Support agents look at your game logs, they’ll see that no outside IPs accessed your account. Therefore they have no proof that you didn’t do the damage yourself. It’s the same as the “evil little brother” situation, where a family member or friend hopped on your PC and did something you didn’t want.

So the only advise is that you should have better computer security. A good anti-virus prog goes a long way.

Read again, he has proof, they just won’t listen.

Uhtameit.2413:

Smooth Penguin.5294:

You need proof that the damage was done by a 3rd party. When Customer Support agents look at your game logs, they’ll see that no outside IPs accessed your account. Therefore they have no proof that you didn’t do the damage yourself. It’s the same as the “evil little brother” situation, where a family member or friend hopped on your PC and did something you didn’t want.

So the only advise is that you should have better computer security. A good anti-virus prog goes a long way.

Read again, he has proof, they just won’t listen.

Read again – game logs don’t lie.

Edit – Also, I can provide a signed letter from my little brother than he accessed my account without my permission. Never mind he doesn’t exist in real life. The letter is proof enough.

Smooth Penguin.5294:

Uhtameit.2413:

Smooth Penguin.5294:

You need proof that the damage was done by a 3rd party. When Customer Support agents look at your game logs, they’ll see that no outside IPs accessed your account. Therefore they have no proof that you didn’t do the damage yourself. It’s the same as the “evil little brother” situation, where a family member or friend hopped on your PC and did something you didn’t want.

So the only advise is that you should have better computer security. A good anti-virus prog goes a long way.

Read again, he has proof, they just won’t listen.

Read again – game logs don’t lie.

You definitely need to read again. If his whole computer got hacked, of course they don’t lie, they just don’t contain all the necessary information to understand the situation. Pleasure to help.

I don’t think you understood what was posted Smooth Penguin. A backdoor was performed on the user’s computer so as far as game logs go it looks like there was no unathorized access.
Examining the computer instaed can easily prove this, but obviously support can’t do that itself.
If this isn’t a compromised account by a third party i don’t know what is.

Uhtameit.2413:

Smooth Penguin.5294:

Uhtameit.2413:

Smooth Penguin.5294:

You need proof that the damage was done by a 3rd party. When Customer Support agents look at your game logs, they’ll see that no outside IPs accessed your account. Therefore they have no proof that you didn’t do the damage yourself. It’s the same as the “evil little brother” situation, where a family member or friend hopped on your PC and did something you didn’t want.

So the only advise is that you should have better computer security. A good anti-virus prog goes a long way.

Read again, he has proof, they just won’t listen.

Read again – game logs don’t lie.

You definitely need to read again. If his whole computer got hacked, of course they don’t lie, they just don’t contain all the necessary information to understand the situation. Pleasure to help.

Read again. Customer Support found no outside IP addresses accessing his account. They need proof he was hacked, and it wasn’t just him doing the bad stuff and asking for everything rolled back.

It’s not a matter of if it happened or not. It’s a matter of meeting the criteria to do a roll back. If Anet cannot establish proof from their end, then it won’t happen. Period.

As I stated in the edit of my previous post, I can falsify any letter or document, and provide that as “proof” to Anet that I’m innocent. Which is also why submitting such documents does no good.

There’s people behind monitors you know? We’re not even talking about money refunds or anything that could be scammed, just someone that found himself in a very kittenty situation that cannot be proved easily asking for his one-time rollback the support page says can be granted to each account.

They could make a little stretch if they cared.

adozu.6398:

There’s people behind monitors you know? We’re not even talking about money refunds or anything that could be scammed, just someone that found himself in a very kittenty situation that cannot be proved easily asking for his one-time rollback the support page says can be granted to each account.

They could make a little stretch if they cared.

It’s a matter of fairness. For people who have been hacked, sure they should get roll backs. However, they must also meet the requirements for such a time and money consuming task. Anet’s internal policies dictate which players receive this service or not. Part of that is from doing research into game logs. If no outside IP is found, then the concern is someone did the damage themselves, or allowed someone else to access their accounts (in breach of the User Agreement).

Plus, Customer Support needs to establish a roll back point. They look at when the breach occurred, and then roll back to a point before that. If you can’t pinpoint the moment the account was hacked, then you can’t know when to roll it back.

Of course all this wouldn’t be an issue if everyone had good PC security awareness.

Smooth Penguin is just like CS : they have rules and they follow them. They can’t be bend in the right direction, even if you just want to show some proof that they can’t get. They will just ignore you, pretend it doesn’t exist, and call it fair.

And btw you don’t even know what his proof is, but you act just like CS : you judge without knowing.

adozu.6398:

They could make a little stretch if they cared.

They don’t. Would probably be different if you had to pay for the game each month but as things stand, meh.

Whoever did it -clearly- arranged it specifically to make it hard to get it reversed. I find it pretty disturbing that you could completely outsmart the customer support if you wanted to mess someone up with something as simple as a backdoor or fake ip.

adozu.6398:

Whoever did it -clearly- arranged it specifically to make it hard to get it reversed. I find it pretty disturbing that you could completely outsmart the customer support if you wanted to mess someone up with something as simple as a backdoor or fake ip.

Not necessarily, OP said his GW account wasn’t the only thing that was damaged.

And I don’t find it disturbing that someone can outsmart them : it’s not hard outsmarting someone who won’t look at the evidence.

To give you another example of an issue in GW2 : right now the mail authentication is useless.

Wanna know why?

Because of the bêta mobile authenticator : if a hacker gets account name + password he can just go to the website and enable mobile authenticator which will bypass the mail authentication. They created one security system then made another which bypasses it. You could argue that it’s probably not Customer Support that’s responsible for it but still, they haven’t done anything about it (while all you would need to do would be to send a mail confirm so the hacker would have to get account name, password, and mail password).