Guild Wars 2

Hey guys, really need some help here.

My brother’s account has been hacked and his email address changed. We’re not sure how this happened as he has no viruses on his PC and hasn’t replied to any phoney emails. I’m not even sure how they changed the email anyway since there doesn’t seem to be that option on his site.

Anyway, we think this might have happened to his NCsoft master account too since he can’t access this or his original guild wars account either.

His incident ID is: 121027-001565
In game ID: Scryer.5741

Any help would be appreciated as we’re really confused at the moment.

Thank you!

I got an Email from Anet saying they were going to look into my issue but sofar nothing.

I really dont want to miss out on all the halloween events =/
I’ve regained full control of my account and email passwords, they’ve been changed ect computer scanned and cleaned, just been waiting on my perma ban to be lifted…

[Incident: 121026-003000]?

bom dia
ontem sai do jogo guild wars 2 hoje voltei a entrar e a minha conta estava vazia nao tinha gold nao tinha equipamento nao tinha nada alguem entrou na minha conta.
queria saber se ha alguma maneira de poder recuperar as minhas coisas nao dei a minha password a ninguem ha alguma maneira de poder recuperar as minhas coisas ??

cumprimentos..

The incident regarding:
[Incident: 121026-001289]
Spiros.3956

is still not resolved.
The account got fixed but got hijacked just minutes after, seems like there is still some problems with Anet handling of accounts if this still happens. He has tried again to contact the staff but it seems like their unable to resolve the issue.

<-Regards

Ok i have a question, on the 27th when i got out of bed and wanted to log in, i got the message that my account has been terminated cause of selling gold or helping with it.
I know for i went to bed i turned of the Authenticator cause i had troubles with entering 2 new pvp zones in the mad kings realm that gave me conection errors.
And at start of the event there whas a Authenticator bug that also disconected me cause of conection errors.
The tip then whas to turn of the authenticator at that time, so thats why i tried it again.
I know for sure that i forgot to put it on when i went to bed,
And the nexst day i lost my account.

Am i hacked and those peeps got me banned or do you think its somthing else.
I had emails with log-in attempts from locations that i dont live in(the reason why i put the authenticator on my account)
And seems i didnt see the warning to change my password (auto log in function at the launcher)
It seems that if you see that warning it meens that your account is compromised.

So what do you guys think, im i hacked and do i need to make a been hacked ticket ?
Or still use my Banned/Suspended ticket that im using now ?

Incident: 121027-001886

Thanks for the help in advance.

Hello, a friend just got her account hacked. It’s the following account: smeagol.9650
She holds the rank of Little Helper within the guild which gives her access to the guild bank and treasure trove…both these have been emptied by this hacker. The hacker is currently still online. I tried reporting him/her for scamming, but immediate action is required. Please help my friend and our Guild.

Please help, don’t know if i’m posting in the right thread, but after 2 days rest, when I log in I just get error “Your account has been suspended for an account issue”. If someone could please assist me, I have created a ticket, but just want to know why this happens cause I can’t think of any reason or something I did wrong.

I have the same probleb. I havent bin playing for like a week and now i try and log in and it says that im suspended.. Last time i played i played for like 30 min and didnt talk to anybody…

Trying to check in for a friend of mine since his email was changed without his knowledge and can’t access his account.

[Incident: 121030-000526]?

Thank you for any help you can give.

So i my account has been deleting items and gold continually. I originally thought it was me making some silly mistakes buying items more than their worth or accidentally deleting items. However, today while logged in gold just dissapeared from my account. I was thinking about saving for commander, closed off inventory went to do a quest, look back into my inventory and all my gold gone. Only a few silver there. Tried everything from reinstalling, changing password, running scans. i can’t even log into support which has been a problem for me over the last month. I’m at that point where i will be looking for another MMO to play, i see no point in playing a game where my achievements continually disappearing.

ok after what ive been reading here, the case are almost like mine. my account was hacked, the email was deleted. after i retrieved the email and the account, all my chars are deleted and all i have is butter, about 30k of butter. lost my dusk of rage, 500k karma n bunches of exotic n etc etc..
i have sent ticket to support team regarding this matter and the answer i got is they cant restore the deleted char and so i asked if i can get back my dusk because i had proof (screenshot) that i got it from mystic forge and the picture when i equipped it.
everyone here know that how hard to get the dusk.

so is it true that now Areanet cannot give back an item to the player? not like trying to retrieve the item from deleted char but like sending via mail?

someone tried to log onto my account moments ago with the details of

Address: 61.171.215.107
City: Jiangchuanlu
Region: 23
Country: CN

i denied his access, changed my password, no damage done as far as i can tell

My account have been compromised. I lost my crafting, the guys who hack my account use my main character to farm.

A day before ( 31 october 2012 20:35) ArenaNet send me this information:

"
A log-in attempt from the following location is currently awaiting your authorization.

Addresse 122.17.177.221
City:Nerima
Region:40
Country:JP
"

I did not lost thas much, but I don’t fell safe with my account anymore

yea right..my account was hacked a week ago,took me several days to get it back and by then it was off course cleaned out of all gold,gems and valuable items..sigh..im astonished how easy the chineese can get arenanet to change the login emailadress..just send a mail out saying.."i HOPE its YOU doing this!?!?..sigh again….and off course arenanet doesnt run any kind of game log to let me get anything back by back logging to an earlier date of my gaming or tracing where the stuff went after i got hacked…sigh sigh sigh….and then we have my guild,,;all my achievment including the guildbank is gone…so i can only start a guild from scratch again…all this sucks bigtime and i will for sure NOT spend a dime again on gw2 cause its just a matter of time before i get a new mail saying…your login name has been changed I HOPE ITS YOU??!!!!!!!!

Hijynx, you will need to submit a ticket to have the email changed. I would suggest getting an email with authentication such as Gmail and add the authenticator to both email and GW2 account.

One of my guild members was hacked. The hacker withdrew everything in the guild vault. I’ve known this member for a few years considering that he was my old WoW guild leader. The account name is Brock Moats.6521.

Ok my account was hacked on September 30th. I had the password reset(ticket# 121030-002907) and set up a mobile authenticator. I tried to get on November 1st and I find that my account was banned for breach of the user agreement and/or rules of conduct. I don’t know why I have banned unless whoever hacked my account did something illegal. I submitted a ticket(121101-002319) that day and haven’t heard anything. Is there anyone who can help? All I want is to be able to play again. I know I won’t get any of my items back but I would like to play and beable to play on my home server(crystal desert) seeing as they moved me from crystal desert to blackgate.

Thanks~

it says my acc was terminated for engaging in or assisting with gold or item sales.
i must of been hacked since i dont play often.

WHAT DO I DO

So after not playing for 3 weeks + and today I tried logging in and saw I got banned for trying to sell gold for real life money. I got on my email and searched guild wars, I saw 3 different emails on the same day to authorize the ip and weren’t from me. I did have the same password for my gw2 account and my email but I changed it now.

Seems my account has been hacked. I attempted to log in this morning and got the following error message:

You Guild Wars 2 account has been terminated for engaging in or assisting with gold or item sales for real-world money, which is a breach of the User Agreement and Rules of Conduct. This action is permanent.

I am currently deployed to Afghanistan and barley have enough time to play much less grind out the extra gold/items to try and sell for real-world money.

My computer is new (maybe a month old) so I am pretty sure that it is clean, I did a scan using the installed virus sofewear and could not find anything wrong.

I am posting on behalf of my friend Brandon who’s account was recently hacked and is currently in use by the said hacker, he can not login, his ID is pillpopper.7936.

My account was also comprimised. The first i notified anet was on friday ( weekend i know). at that time the hacker had just gone in and empty my harvestables and banked gold, etc. No less then 3 times i requested password changes. Each time i was told an email was sent with instructions to follow. I didn’t receive an actually email until the following evening. BY this time I had read numerous forums posts etc about the account security hack accounts etc.

Found out I should at the very least should have received an automated email telling me another ip was tryin to log in. Which I did not. Sunday i receive support responses asking for more information. I send the info, change my pw a 4th time and after fighting with the hacker for an hour log into my account. Which was in a full 80 group in frost gorge as a magic find bot. all exotics and gear sold and replaced with magic find.

I’m pretty dishearted about the whole thing and confused as to why a changed pw mobile auth etc and the hacker still had access to my account. When I asked why i never recieved the initial email notifiyin me that a 2ndary ip address was trying to log in. CS replied with this

Thank you for getting back to us.
We are sorry to hear that your account was accessed by someone else and you did not get an email stating a login attempt.

Here are some small tips on how you can keep your account safe…..
Now can someone explain to me why I would not have received this first email notifying me of a problem in the first place..
I thought that was the whole point of anet taking extra precautions

oh i also gave anet the 4 display names from the group i found my 80 in and the ip address I found in security.

Raazor.6235
mrPoeppel.1476
Izio.4058
Konnje.7043

, US(108.177.163.97)

Ticket #121102-003244

Response Gabriel S. via Email 11/05/2012 09:36 AM
Hello ,
Based on the information provided you appear to have access to your Guild Wars 2 account. If you are receiving notifications of attempted password resets that you did not request, please do not click any links in those messages and disregard them.

In the future, if you ever have any issues logging into your Guild Wars 2 account, please feel free to reply to this message and let us know.

You may also want to update the password associated with the email address your account is linked to.

Also, be sure to read the important information provided by the link below to help ensure the security of your account:

Title: Security FAQ
URL: https://guildwars.custhelp.com/app/answers/detail/a_id/993

If you have any other questions, please let us know,

Thanks,

[GM] Xarqualen

Really? 3days after I ask for help this is the answer I get. I see NUMEROUS posts about accounts being suspended banned for 3rd party transactions. Why wasnt mine? Why did anet do absolutely nothing. And i say nothing because all i got were generated responses with links to Q&A’s that i had already done tried before contacting CS.

Seeing as my account have been “terminated” and I’ve not been on for long personaly… i’ve most likely been hacked and my account been terminated due to that….

Seriously, with this I’ve lost alot of money for a game I play when i have time and want to play….

I’ve been on wow alot so ye…. Normaly loging in from sweden but I’ve been in the UK now a few days for holiday and wanted to show my friend the game…. “your account has been terminated for trading ingame money and or items for real world money.”

error code: 45:6:3:2114

Gaile Gray,

My name is Brian, I tried logging in for the first time today in a couple weeks because I work 65+ hours a week. I had a big issue, my password didnt work I couldnt log in it kept giving me errors. Then I checked my account email and it said that there were 2 unauthorized access attempts from:

Attempt 1:
Address: 220.178.75.82
City: Hefei
Region : 01
Country: CN

Attempt 2:
Address: 120.36.11.156
City: Fuzhou
Region: 07
Country: CN

In the past hour i managed to change my password and send in a ticket. with the changed password I was able to log in and now it says Im terminated for ingame sales for real world money.

I live in Florida… Location: FL , US (173.168.29.162)
I have both the Guildwars games. I did not do this… I want my account back please help.

@The Turkish Wonder
It seems like your account was hacked and used to farm/sell gold. File a ticket and wait for support. Be patience since the ticket queue is 24-48 hours. With compromised account, it tends to take a bit longer since it will require thoroughly investigation before they release the account back to the owner.

hello Gaile Gray and Anet,

i just got back from a 5 day holiday, and when i try to logon to my account just now i get the message my account has been terminated and that this is permanent.

euhm i was like what??
checking my email to see if there were any unauthorised logons, no email received, not in junk etc …
did full scan on spyware/virus/keylogger/trojan, none found.

can you take a look into my ticket reference 121106-002477 and get back to me about restoring my account pls? i gave all the information needed.
i find this rather disturbing since i just got back from holiday and find my account been terminated permanently.

kind regards,
S.

Last wednesday i was wrongly banned for gold selling after only having the game for about 2 days, i opened a ticket and told them that i believed i had been hacked as i hadn’t engaged in such activities, i gave the necessary details i was asked for and thought that it would be sorted.

i try to log in on sunday night to see if i was still banned and received a notification that my account had been suspended due to an unauthorised access, i was wondering if this was related to my account being sorted or if its another issue on top of the last one, the reason i’m asking here as i don’t want to open multiple tickets and waste someones time if it’s part of some solution.

i just had someone from china try to access my account
thankfully they didnt get into my e-mail, and couldnt authorize it, but i changed passwords for both my GW2 account and also my e-mail account
i saw that u can also use a mobile authenticator app, so i got it on my phone, and linked it up(android) scanned the codes into my phone, verfiyed it, and its ment to ask for a code anytime i login to GW2 or this website, yet i never get asked for a verifcation code?
am just wondering if this will be fixed up so if u have an authenticator linked that u will be asked for a code upon login?
i can also give u the IP of the person who tryed logging into my account as i had an email senht to me asking me to authorized that IP address

As an answer to the general question, yes, when we discover that an account was compromised, we investigate thoroughly and do our very best to track and close all accounts involved. I can remember a case when one reported hacking resulted in 38 closed accounts!

While it’s true that we do not have the capacity to restore (roll-back) accounts quite yet, we will be able to restore accounts in the future. We are very excited about this, because it will mean that innocent victims who request the service immediately following return of access will suffer fewer ill effects from an account compromise.

Gaile Gray
Support Liaison
ArenaNet
—-———————————————————————————————————————————————————-
Gaile,

As you quoted in the reply above, when you say that “victims who request the service IMMEDIATELY following return” do you mean the roll-back service will only be avaiable to those that get hacked in the future and not now? If so, what happens to the victims of hacked accounts prior to the development of the “capacity to restore accounts”?

I’m very disappointed so far with the support service I’ve gotten. I put in a ticketoncel I logged in and found out my account had been terminated because supposivery was selling gold for real money. And then it goes from being terminated to being suspended because they realized someone else accessed my account and now? Now support tells me that they can’t find my account even though I’ve provided them with every bit of information I can.

Someone please tell me this can get resolved. I’m very frustrated with this whole thing.

Just thought I would share that my account was compromised because hackers got into GW2Guru’s database, google blocked the site on the day of the hack but it didn’t matter as they stole user information.

Just be careful which fan sites you browse.

My account (or rather 1 character + bank) got cleaned out and had its password changed yesterday with no emails or even logs on site of these events whatsoever. Ive managed to retrieve the account through my old GW1 connection, but all my treasured items and lots of game money, even some things from my guild bank, are gone, easily 15 gold worth, just gone. There’s still a sales history in the TP for my collectibles, but things like a 1049 dam. exotic berserker sword are neigh irreplaceable.

I submitted a ticket [Incident: 121108-001752] but the outcome according to this thread already looks bleak and pointless. If Anet cannot offer a rollback or at least some form of consolidation, I don’t feel I can enjoy playing the game anymore. I had a lot of real money riding on my beloved character (outfits, upgrades, countless transmute stones spent), and its all gone in the blink of an eye.

My password was unique to GW2, reasonably long, and had capitals and numbers, I only log in from one machine which is heavily guarded by anti-virus/spyware. If even all that doesn’t keep my GW2 stuff safe, I don’t want to put money on it anymore…

I was looking forward to the shores event, but now my spirit is utterly crushed.. Please Anet, the game was so much fun and I still haven’t even seen even half of it, cant you restore my faith somehow?

My account isn’t stolen though, I managed to retrieve it myself before those freaks could devastate my property any further. It is just completely gutted and hollow now. My only level80 character is pretty much trashed, plus and and collectibles, the six superior runes of the mad king I worked so feverishly for, and even my incredible luckydrop berserkersword(nearly equalled legendary) are gone now.

I certainly wont feel comfortable spending real money again unless anet really pulls through and saves the day.. Because I feel so violated… and by the looks of it, left out in the cold, too, since there’s still no account rollback service.

I have a similar situation to Sokonomi. Since my account and email passwords are different, I was able to change my login information easily. But practically all of the items on my main character (level 76) are gone.

It is actually quite funny because the items I had were quite bad. And since the hacker took over, the gear I had on me are now higher level haha (besides the fact that all the money and special items are gone). I guess if he was a Robin Hood type hacker I wouldn’t mind so much = D.

Anyway, I did have the notification to verify my e-mail address the whole time. I ignored it because I always thought it was bugged out. I did it once before and it did not seem to work. But now that my account has been hacked, I have taken the time to go through with the verification process.

Hopefully the ArenaNet team can do an awesome job and roll my account back to the state in which I left it!

Hi, I haven’t patched or logged in in several months and I wanted to play but it says I’ve been using my account to buy/sell gold?

Can you roll back accounts now?

I really need it…

Ticket number : 121111-000248

My account has been terminated permanently for modifying or tampering with the game.

I was hacked on September 17th. At first I was on the ball and keeping up with all the information regarding the roll-back system. Back then I was optimistic and figured I’d wait it out against all odds and stop playing so that I can roll back. Well, almost two months later and I’ll admit I stopped checking these forums awhile ago, so I’d like an update.

I’ll assume the roll-back system is still not working. If I’m wrong please let me know. However, is there any information on whether or not old incidents will be able to roll-back? I’m just anxious to know if I stopped playing the game I anticipated like a kid waiting for Christmas for several years for a good reason.

Also, in case it matters, I’ve logged on a few times since I got hacked just to check on things, (and to make sure I didn’t get hacked again.)

Thank you for your time.

The ticket I filed in September: [Incident: 120917-005761]?

My account was hacked over night, two level 80’s and 100g+ worth of items sold and traded off the account. Only for this is a non subscription based game I’d have cancelled and stopped playing but kitten happens. It isn’t a lot to me personally since all I do is WvW these days (although that 100+ gold was going towards my commander book for my guild

Anyway I’m not submitting a ticket because as far as I know there’s nothing arena net can do to recover my stuff… and at the moment I realised my password had been changed, I recovered the password and got the account back. I’m only posting here to cover my back in case they try and ban me for selling my gold -.-

And I now regret removing the authenticator when it had connectivity issues before

I am responding to this forum posting as I was “compromised”. Reason I put it between inverted commas is that I received a request of change of account info and/or password I NEVER clicked that link so therefore the person who did the compromising NEVER could finalize the account change. I had to start a new account because I could not get my account back eventhough I sent a support ticket in about it. SOMEONE is walking around there with my stolen character name and is using the old account I had. I did want it back for the upgrade from GW to GW2. I use Panda Antivirus Pro 2012, I use two different software to search for trojans and keyloggers and I DO use different passwords for all my different games and I never visit dodgy websites nor do I buy gold from any such site. I am dismayed because I got this box standard reply from someone in support of “oh we know people got compromised and sorry about you losing your account” BUT I never got offered any assistance to retrieve my old account back. Whomever grabbed it got hold of personal information it had about me and that leaves me dismayed about the lack of support I had anyway. The incident number 120901-006243 btw if you do want to check it up. The email I sent had the link in it showing it was being compromised. And I reported it within a few minutes of it happening without ever clicking the confirmation link. I do not care about any gear or whatever BUT I want the toon name I had on that account BACK, and close that account as it is being used by someone who is not allowed to use it. I am going back to playing the game now, so if someone of the company sees this post and finds out what is going on, please contact me in game… thanks for listening…