Guild Wars 2 Forum - Account & Technical Support

Account hacked while away for a year

I’ve already submitted a ticket – 722932 – but I figured for purposes of not just sitting around does anyone know if it will be possible even to get my characters and items back? I’m not sure when it occurred but I’ve been away for about a year now so I’m not sure it’s even possible. Just trying to get a rough idea if I should wait or just start again from scratch, which I prefer not to do but am willing at this point.

Thanks all!

Account hacked while away for a year

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

As our agents have explained, the account was not compromised, that is, an unknown third party did not access your account. If you are missing characters or items, it is not because the account was hacked. Therefore, the team is not able to offer you an account restoration.

You asked if every account is entitled to one restoration, and no, that is not the case. A restoration can be granted only in cases where we can establish that the account was actually compromised, not on an “as requested” basis.

Sorry we cannot help you further.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Account hacked while away for a year

in Account & Technical Support

Posted by: Ellieanna.5027

Ellieanna.5027

There is the option of a roll back, and you can speak to support about it. They can see when you last played to try to roll back to that point once they verify everything. You will have to prove ownership of the account (obviously) and after they return the account, they can roll it back for you. You only get 1 account roll back ever, but it’ll be worth if. Also, you might want to think about changing the email address your account is associated with, but that is up to you. If the hackers have your information, changing the password only changes half of the login info for them.

I’m a Moose, a ginger moose even.