Guild Wars 2

I’m writting from my friends account. My username is Eldron.3862. I was recently hacked, so I changed my password. When i tried to log in with my new password, I found out, that whoever hacked my account, has traded in game items / gems (I had 800 gems) for real money or something like that and because of that my account has been permamently banned. Well, I think hacker somehow managed to bypass the Login authorization via mail, because I wasn’t warned by any log-in attemps on my mail account. As you can clearly see on both pictures, all the saved logins are from Slovenia, but only the one is from the China.

(see the attached pictures)

This is why i suspect the hacker was probably from China. I’m wondering if there is any way i could get my account back. Also, I read on forum that some people, who also got hacked, when they recovered their account, found out, that all their items (armors, weapons) are gone. If that is also the case with me, is there any way i could get those back too? If not, id be happy just to recover my account.

I can’t upload the second picture, so I’ve uploaded it to the external file hosting system:

http://shrani.si/f/G/K/3KIU4BiZ/hacked2.png

First things to do is start a ticket, remove that IP from the list, change any password related to the account. And maybe create even a new email and never use that email for any other games or forums. So that hackers can’t get information of it.
With the help of the support, you will get your account like it was just before the hacking. You will get the gems back and any other items missing.
Hope this will help you.

Sorry to hear your account was hacked. Sounds like they may have hacked your email account to authorize the login, so the first thing I would be doing is changing your email password. The next step is to email support with as much detail as possible along with the screenshots. When changing the password its best to make it atleast 8 characters long and with numbers and letters and even use uppercase. Just be sure you don’t forget the password yourself lol.

I made ticked (two actually, 1st one before posting this on forum, 2nd one to update the 1st one, because i cant edit the 1st ticket since im banned). I also changed my email password as you suggested. Also cleared the IP list.

Thank you for your help. I hope everything gets resolved and i get my GW2 back
P.S.: I dont know if this is relevant, but if it helps: i can normaly log in to my GW1 account.

If you need assistance, contact Customer Support, and they will help you regain control of your account, and restore your items.

support.guildwars2.com
‘Ask a Question’

https://en.support.guildwars2.com/app/answers/detail/a_id/9221

https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

https://en.support.guildwars2.com/app/answers/detail/a_id/9238/kw/mobile

Hey:D
As you can see, i got my account back! However, all the items, karma, gems are still gone. Is that “roll back” programme still working or did they just accidentaly forget to use it in my case? I made another ticket regarding this matter. I wonder if some of you had the same experiance? I am very greatful for my accound restoration, but i would be even happier if i got it just as it was before the hack. I had quite a bit saved up

Customer Service does not automatically do Account Restorations. You must request that, as there is a policy of one per account lifetime. It looks, though, as you have done just that, and requested the service. Best of luck to you, and welcome back! =)

I made the ticked in the “hacked account” section for my stuff . should i have chosen another section?

Sounds like a good section to me. All you needed to do was update your ticket, whatever section it was in. I am sure you will hear back shortly, and Customer Support will assist you. =)

Note if you had never expressly created a support account, you wouldn’t have one. Support accounts are seperate from game accounts.

Also, you can always update an old ticket by replying to the email they send you.