Guild Wars 2

Well, wish I’d looked this up earlier… I have a static IP, so no problems. Went to a LAN at a mate’s place a year ago, so set up my authenticator… and in the meantime got a new phone.

So, with an hour to go until the LAN, I realise there is no way I’m going to be able to access my GW2 account at his place.

As noted above, the remove authenticator button is greyed out, and support tickets are running 1-3 days.

They really need a way to remove old authenticators if you can fully authenticate your account, especially if you’re connecting from the one and only trusted IP address in the account.

I’m still having problems as well on my main account, i’m not getting the authentication mails.

Kartel.2561:

I have a bit of a problem with the 2-factor authentication.

I replaced my phone recently. I did not think to unlink the old authentication. The Security tab wants me to put in two codes that I can no longer generate. That’s fine though. I’ve searched and found how I’m SUPPOSED TO be able to get around that ( https://account.guildwars2.com/recovery ).

I entered the required info and got verified. But my only option is to reset the password. The button to “Disable Linked Authentication” is grayed out and I can’t use it. In the account Security section, it still thinks I’m linked. But on the Recovery page, it doesn’t seem to acknowledge that I have anything to unlink. So which is it?

Fortunately, I’m still able to login and play. I’m not actually impacted by this currently. But the fact that I’m not able to unlink the old and relink the new phone is quite disconcerting and I hope I can get some help on that. Having 2-step security set up has the potential to really screw me someday if I’m not able to update my settings.

same problem as him EXCEPT I CANT EVEN LOG INTO THE GAME

My main account has the “not spam” issue with the authentication mail. It is frustrating.

So, I’ve contacted support over and over about how a person initially had hacked my account. I got it back, then it got hacked again. So I put in another support ticket and they got back to me, much slower this time. Anyhow, they give me the option to change my password again, which is fine and dandy, except now there’s an IP address: (23.91.29.219) that’s logged as being connected twice and even if I disconnect them, they’re still on it within a minute later. Who the heck are they? And why can’t they be taken off by me? I now have my authenticator on my phone, shouldn’t that help keep them off of my account? They don’t have the code to my phone, they’re not listed as being remembered, so why aren’t they being removed so I can have full access to my account I rightfully paid for? Any assistance please ?

Well, I’ll throw my hat into the mix… at least for my daughters account. She can’t log into her account OR the website, because she is NOT receiving any of the authentication emails. She submitted a ticket, where they reset her password for her… but it does no good, because she is not getting the ANet email to authenticate. They said they would elevate it for further evaluation… and haven’t gotten back to her since. She hasn’t been able to log into her account now for about 3 days. Support… help.

Same problem here. This is my GF’s account and I’m having trouble logging into mines. They sent me a link with a new password but its still requiring me to do an email authentication, except I am not receiving any, and I checked all the folders of my email, and all that stuff. I can’t even choose the option of
" DISABLE LINKED AUTHENTICATION
Use this button if you are unable to complete the authenticator verification process for any reason. This removes any linked authentication from your account, be it e-mail or mobile authentication. This will greatly reduce the security of your account."

It’s grayed out and I can only try to change my password and even then I don’t get any emails to attempt to. I know it’s only been a day, but I don’t have too much time on my hand to actually play, and the only time I do have, I’m wasting it on trying to fix my account. Please help.
75319

Hello

I just installed guild wars 2 on my new laptop, but I can’t log in.
I’m sure the pass is right, because i can log in on the forum.
He’s updating everything right from the start, can this be a reason?

Kind regards

Shadow.8391

I downloaded the Google app authenticator and went thru the set-up without any problems. After logging in to my account management page I can see that I have an authenticator linked to my account, current logins, and authorized networks. I expected that on my first login after linking my account and the authenticator I would need to enter in a code or get an email, but I logged in as normal without needing a code for the first time.

My question: is this normal, and since I can see the authorized networks information, can I assume everything is working as it is supposed to? I have no way of logging in from another IP address to check.

Hello.

I’m having problems logging into GW2 (not on forum) because login doesn’t recognize the authenticator code as valid. I’ve tried changing password, I’ve tried putting different authenticator codes (10+), still I can’t login.

Error Code: 11:1030:8:423

Thanks in advance for the help and support.

EDIT: Fixed.

I don’t suppose it would be possible to replace the current authenticator system with something similar to what Star Wars the Old Republic, Final Fantasy XI & XIV, and World of Warcraft utilize? Bioware & Square Enix even have a Mobile Phone App that lets people who don’t want to shell out for the physical Authenticator Key to utilize these keys.

These keys are far more secure than the system currently employed by Arena Net as they shoot out a 1-time password. Yes they hold their own risks, such as batteries running out, but if the Mobile App is used these risks are more or less negated as the battery can be recharged on most phones.

So what do you guys think?

Also, I think these products are made by a third party company, and not by these gaming companies themselves. As such I don’t think I am qualified for some infraction or something for mentioning them…

Okay, so it happened, I lost my phone. I may be able to retrieve it but for now I’ve no phone.

I just tried to remove authentication and it asks me for codes to remove it. THE IRONY. What do I do now? I can access the game for now, but if it asks me for a code, I’m basically F’d.

Hulp!

i bought guild wars 2 from retailer shop , wanted to buy it for my friend as a present so we can play together , i helped to set the server same as me , and logged out , next time i log in and wanting change email to his email as a present , i forgot the password (i am forgetful person ) so i tried to click forgot password , hoping it can help me reset the password , but it doesnt work as it need a character name to reset , so i tried to use send a request but .. i dont have guild wars serial code , without it i cant sent request for help , Gaile Gray , can u help please , as soon as possible …..needed to send the acc to my friend as a christmas present

For the second time my account somehow got compromised.
I have for the second time successfully reclaimed my account.

I have e-mail verification enabled.

I have viewed my account’s Authorised Networks and all the network’s IPs are located in Britain (where I live).

Either the individual(s) who have compromised my account in the past are situated in Britain or they are somehow able to by-pass my email Authentication.
I have been getting emails telling me that IPs in China (as an example) have been trying to access my account. So, the Authentication system is working on some threats.

I would like to understand why this is happening.

P.S. I do not own a Smart Phone, therefore I cannot take advantage of the Smart Phone App verification. I own a none-smart phone. It feels like upgrading to a smart phone to protect my account is rather petty.

Good afternoon,

I’m a returning player who would like to come back and play GW2 now that I have slightly more free time than before. A while back, I lost my phone which had an authenticator attached to it. Unfortunately, enough time has passed to where I am unable to locate the email (probably deleted it out of stupidity at some point without realizing I had done so) with my purchase/account information, and I cannot remember a single name of any character I had created, as I did not play for a very lengthy period of time. Further, I purchased a complete copy of the game digitally, and I would like to log back in and play as soon as possible!

I submitted a ticket as well, but I am unaware of the most efficient method of requesting customer support for ArenaNet. I figured I may as well post here too just in case someone was having similar issues. Obviously the fault lies with me here, but I would certainly recommend that this issue be covered in the support menu or somewhere easy for customers to locate, as I’m positive this type of issue is very common for returning users of any game.

Thank you very much and I would appreciate the help!!

silke.1327:

Okay, so it happened, I lost my phone. I may be able to retrieve it but for now I’ve no phone.

I just tried to remove authentication and it asks me for codes to remove it. THE IRONY. What do I do now? I can access the game for now, but if it asks me for a code, I’m basically F’d.

Hulp!

Same problem here, did you find the solution?

Nielszoo.1320:

Hello GW2 support team,

I have mobile autheticator activaded but recently my phone cracht . i now have a Iphone and download the google autentictor app. but my gw2 acound still uses the tinked of my old phone. how can i reset this? i cant deactivae it neither cus my old pone’s authenticator app has to give me 2 codes.

can you help me?

regards,
Nielszoo

Same problem here, have U find the solution?

Nooj.5978:

Hi i had the google authenticator on my phone. I recently upgraded to the HTC ONE and when i did i forgot that i had my GW2 account linked to the google app. Now that its another app on a new phone i can no longer remove the current app thats attached to my account. I can verify everything thats needed to know for removing the current app and placing the new app on the account from my new phone (its the same phone number)

Something same is happend to me, but still no answer

Uayvoc.3658:

My tablet got erased and I no longer have the Google authentication on it anymore and I cant figure out how to connect the account again how do i remove the authentication or fix the authentication on my tablet so it will work?

Did u find the answer?

same problem here,lost my phone no way to unlink the authenticator,reply plz?

I have tried countless time to get the QR code password to work on the authenticator for setting the code up but it doesn’t seem to work at all, could it be because my game account has a hotmail linked to it and my phone mail is a completely different one? I’m really worried about it since my account got hacked a week ago and haven’t seen any useful threads in the forums.

Could it also be due to language differences? (the google app being spanish and the webpage too but my account doesn’t seem to read it?) I’m extremely worried also because I’m going on a long trip soon and I can’t trust anybody.

hi i am trying to log in but every time i do it says i can’t connect to the server and i have just bought it today so i reaaalllyyyy hope i get my $49.99 worth out of this game i have saved up along time and i am very dissapointed since i don’t think there is a fix

I came within a hairs breadth of closing down this account completely this morning when, for the immeasurably repeated time, I couldn’t even log into this FORUM much less the game.

I was continously asked to verify my account by an email that NEVER seems to arrive before the login times out.

I finally, 2 full hours after i requested it, and an hour after the support ticket filed in frustration at not being able to get so much as an extended middle finger from my repeated attempts, got the password reset email, and have done so.

Temporarily, at least, I am able to post, and am updating my client now.

But I am most decidedly not a happy customer right now. I am a casual player and wanted to be able to b2p and buy gems as I go to support the game. I am now feeling like a fool for throwing good money after bad, and the next time I run into this problem will be the last. And I’ll be asking for a refund for my gem purchases as well.

If your security is such a chokehold that I cannot access my game at will, what fun do you think I am getting from it?

I received what I believe to be a phishing email for account verification. Here it is pasted below:

Greetings

We are sorry to inform you that your login account mightyoxjuice@hotmail.com will be shut down or partially limited within 72 hours due to currency transactions or abnormal login. If you want to remove restrictions, please click the following link to validate:
https://account.guildwars2.com/login/allow?token=E553AB6A-4825-4E6C-A278-00A2C6C305A9.html

We will investigate into this case through verifying the account’s ownership. If the verification goes through, we will cancel any restriction.

Please keep in mind that Guild Wars 2 is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.

https://www.guildwars2.com/en/legal/

GM Cuache
Guild Wars 2 Support Team

I have tried numerous times to use the Google authenticator and every time i put in the 6 digit code i get told its invalid. I don’t understand why. is it because im using an iPhone?? I wish someone would fix this so we have the security.

Treltic.2396:

Ok now I am having to auth everytime I log into the game. So I have to check my email each time I log in.

I used to have to use the email then switched to the mobile app and is way easier

Guillotine Princess.9341:

I received what I believe to be a phishing email for account verification. Here it is pasted below:

Greetings

We are sorry to inform you that your login account mightyoxjuice@hotmail.com will be shut down or partially limited within 72 hours due to currency transactions or abnormal login. If you want to remove restrictions, please click the following link to validate:
https://account.guildwars2.com/login/allow?token=E553AB6A-4825-4E6C-A278-00A2C6C305A9.html

We will investigate into this case through verifying the account’s ownership. If the verification goes through, we will cancel any restriction.

Please keep in mind that Guild Wars 2 is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.

https://www.guildwars2.com/en/legal/

GM Cuache
Guild Wars 2 Support Team

They will only contact you with an email saying that you need to contact them. they will not ask you to visit a website nor will they ask you to verify you account info(password, login info, etc),

your new security says my password is on a blacklist

funny cause i only login to 4 sites

can you list the sites your saying are bad and also why a list from months back is suddenly saying my password was bad YET it would allow me to login to the game BUT not on this website

also why after all the redoing of new passwords did it take 4 tries to login here

Every time I ask for an authentication I don’t get the email for it. But I receive news letters on that same email and other contact information from arena net (say if I purchased something from the gem store).

I don’t have the cd cause i purchased it digitally and I lost my email receipt. Help would be very appreciated!

Hey guys,

At the end of January I bought a new phone, my old phone was broken.
Now, for logging on to the forums I need my authenticator, problem is: I can’t seem to find a way to link my new phone to my account (since you need to unlink it first, which I can’t since my phone is broken) Do I need to make a ticket or have you guys any shortcuts on how-to?

Now the IP I’m using is from HK, although I’m connected to one in Singapore. Keep disconnecting…

How do I deal with this problem? I tried racking my brains for solutions to change the IP back to the one I’m connected to, but so far nothing’s come up.

I have been a regular player since beta but for the first time I’m seeing this message:
“The server was unable to authenticate your gameplay privileges. Please contact customer support to provide them with your registered e-mail address.”
Error Code is 21:6:3:22:12

So, of course I repair guild wars 2 (copied shortcut and added – repair) and restarted. I’ve gotten other error codes as well, but that message and error 21 persist. I cannot log in, or when I do I get booted almost immediately.

Other codes are:
5:11:3:159:101
19:9:18:1597:101

I have a static IP. I’ve reset my password, I’ve cleared and re-authenticated my listed ISPs via e-mail authentication. This is an issue with all characters (not a .dat issue) and I have changed nothing in my rig or connection. All drivers are up to date.

Guild Wars 1 (original) I am able to log in on existing toons and play, but not make new ones. I did eventually get kicked off GW1 with an error of 64:25:39:106:6112.

I have submitted a request ticket and will post the solution as soon as I have it.
If anyone has insights in the meantime, please do share.

I came back to the game after a long hiatus and I remember the authorization showing my actual location. Now when I attempt to log in and it sends the email the location is the other side of the country. It only sends the email when I’m attempting but it’s strange that the location is different. I’m still using the same ISP. Is this safe to authorize it since I actually had to agree to it just to log in and post this.

i had a mobile authenticator set up on my phone but i lost the phone. i’ve tried unlinking it but seeing how i need the phone for that as well, i can’t. my internet reset at my house so i can’t even play at home anymore.

Ioku.3261:

i had a mobile authenticator set up on my phone but i lost the phone. i’ve tried unlinking it but seeing how i need the phone for that as well, i can’t. my internet reset at my house so i can’t even play at home anymore.

You will need to contact CS, and ask for assistance with unlinking your Mobile Authentication.

My account got hacked and hacker linked to himself Mobile Authenticator. There is no option to undo that. Also all he have to do is hack my account and now he can change my password when he want. This is just stupid. We could avoid that if you make that if i want to change to it i must agree with it via my e-mail. (I already contacted support but have response: “I am transferring your ticket to our Game Support Department so that an agent on that team can assist you” and nothing by day and a half)

The client never even asks for the authentication code after setting it up. I can see the linked authenticator in my account settings, can unlink, etc, but what’s the point if the client doesn’t ask for it?

Tia.5368:

The client never even asks for the authentication code after setting it up. I can see the linked authenticator in my account settings, can unlink, etc, but what’s the point if the client doesn’t ask for it?

If you previously had email authentication, and remembered addresses, the Mobile Authenticator you add to your account, will remember them, as well. It won’t send a message for a remembered address.

Goodday,

I am wondering if it is possible to blacklist certain adresses?
A fellow guild member and I apparently have had the same person trying to log into our accounts… I even got a screenshot if needed

If I posted this in the wrong thread, let me know as well, since we want to prevent it in any way possible

My account was hacked about a week ago. I was able to reclaim my account. I had the email authenticator on my account to prevent this but that did not work. I was wondering if there is an option to add an authenticator that does not require me to get a mobile device I do not currently own and have no intention of getting. I only ask because the email verification was bypassed when the hackers hacked my email account to allow the transgression.

I received an email today telling me:
A log-in attempt from the following location is currently awaiting your authorization.

Address: 118.124.29.172
City: Chengdu
Region: 32
Country: CN

duly went to the gw2 site and changed my password.
I logged into the website and looked at the recent log in ip addresses.
I noticed under the security tab, it tells me:
“A mobile authenticator is currently linked to your account. To unlink it, use the button below.”

I honestly don’t remember setting this up, but it will not allow me to unlink it as it asks for 2 numbers from the authenticator which i dont have.

just looked at account it says a login fro texas just occurre. I just changed my password! whats going on? TX , US (64.25.32.69) 2 minutes ago

Rafferty.2801:

I received an email today telling me:
A log-in attempt from the following location is currently awaiting your authorization.

Address: 118.124.29.172
City: Chengdu
Region: 32
Country: CN

duly went to the gw2 site and changed my password.
I logged into the website and looked at the recent log in ip addresses.
I noticed under the security tab, it tells me:
“A mobile authenticator is currently linked to your account. To unlink it, use the button below.”

I honestly don’t remember setting this up, but it will not allow me to unlink it as it asks for 2 numbers from the authenticator which i dont have.

just looked at account it says a login fro texas just occurre. I just changed my password! whats going on? TX , US (64.25.32.69) 2 minutes ago

Your account may be compromised. You should contact CS and ask for assistance.

https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

https://forum-en.gw2archive.eu/forum/support/account/Security-page-shows-2-logins/first#post4003820

Good luck.

For some reason phone authentication has been put on my account, I can’t access my account now due to this phone authentication thing. I can’t get rid of it as I don’t have a device with which to access such things. I’ve submitted a ticket to support to remove it but I don’t know what to do

I like having a dynamic IP that makes me authenticate every week or so.

BUT…

Does the login system forget all the old IP addresses I logged in from in the past. This extra security measure I thought I had may turn out to be a liability. How do I get your system to forget old IP addresses? Well at least for log-on purposes anyway.

Maybe there should be a limit of two or three Ip addresses retained if there is currently no system in place. Otherwise it defeats the purpose of authenticating after few hundred address changes.

After seeing some hacked accounts today spamming gold selling messages (all were reported…) I decided to look into the mobile authenticator again. However, the link to the Windows Phone app lead to an app that is no longer published. Is there any other authenicator I could use?

LadyRhonwyn.2501:

After seeing some hacked accounts today spamming gold selling messages (all were reported…) I decided to look into the mobile authenticator again. However, the link to the Windows Phone app lead to an app that is no longer published. Is there any other authenicator I could use?

I’m also interested in a Windows Phone app. Which app does arenanet recommend now?

^You may find this informative: https://help.guildwars2.com/entries/27626157-Two-Factor-Authentication

Inculpatus cedo.9234:

^You may find this informative: https://help.guildwars2.com/entries/27626157-Two-Factor-Authentication

Thank you, but there is no official google app for windows phone, and I’m not about to hand over the keys to my account to some third-party app unless it’s been vetted by Arenanet. I’d rather just take my chances with email-only authentication.

Arusha.5278:

Inculpatus cedo.9234:

^You may find this informative: https://help.guildwars2.com/entries/27626157-Two-Factor-Authentication

Thank you, but there is no official google app for windows phone, and I’m not about to hand over the keys to my account to some third-party app unless it’s been vetted by Arenanet. I’d rather just take my chances with email-only authentication.

Well, that is the official Guild Wars 2/ArenaNet Knowledge Base, so I am pretty sure they would not suggest you follow those procedures and download that app without ‘vetting’ it. Still, up to you. Good luck. =)