Guild Wars 2

Hi my friend’s email’s been hacked and he requested that Anet block his account indefinitely..he keeps seeing the hacker emailing Anet requesting to change his phone no. associated with SMS verification. Since the hacker managed to convince Anet to change the login email, the SMS verification is the last defense against my friend losing his account. Please tell us you don’t reply to those request Anet. My friend is working on getting his email hacker free as of now.

You friend need to keep talk to support. Nothing post here can help. Arena net will not talk about some other person account. Only talk to account owner.

Problem is the account owner can’t login now that the hacker managed to ask Anet change the login info. Any communication via email is also monitored by the hackers. Changed email username and password, but still saw hacker’s activity on the email’s activity log.

Also would like replies from officials only..don’t want to reveal too much info here, those hackers might be reading as well.

And you’re not going to get replies from Support for your friend’s account. They only give details of issues to account holders. Especially in cases of disputed ownership.

Your friend should make a new email or use a different, non-compromised, email to contact support referencing their last ticket and say that they wish the email to be changed and provide account ownership details. Such as credit card information used for the purchase of the game.

But the only official response you’re going to get here is what Qugi and I have stated. That your friend will have to discuss it with support and to use a new email that’s not compromised.

Wein.4952:

Please tell us you don’t reply to those request Anet.

If the person can provide the proper information, of course support will respond. In the end, whoever can prove ownership of the account will get full access to it. If ownership to a single person cannot be proven, the account will be permanently suspended.

You don’t need to login to contact support, you only need a working email.

On the compromised email, assuming it can still be accessed, change the password then look for automatic forwarding options and alternative ways to recover the account. Change the password again and if it’s an available option, set up a secondary authentication method. Do this on a clean computer in case of keyloggers/etc.

Healix.5819:

Wein.4952:

Please tell us you don’t reply to those request Anet.

If the person can provide the proper information, of course support will respond. In the end, whoever can prove ownership of the account will get full access to it. If ownership to a single person cannot be proven, the account will be permanently suspended.

You don’t need to login to contact support, you only need a working email.

On the compromised email, assuming it can still be accessed, change the password then look for automatic forwarding options and alternative ways to recover the account. Change the password again and if it’s an available option, set up a secondary authentication method. Do this on a clean computer in case of keyloggers/etc.

Does sending through email directly to Support instead of through account works? We were worried in will be neglected as the new email will not be associated with GW2.

edit: He is emailing support with a new email, hope it works.

An acknowledgement by officials that they are on the case would be assuring.

I used a different email to change my email for my account.

As long as your friend can prove ownership beyond a reasonable doubt over the hijackers, they’ll be given access. Given the hijackers had to “prove” they owned the account, your friend will likely have to jump through some hoops to prove ownership.

Seera.5916:

I used a different email to change my email for my account.

As long as your friend can prove ownership beyond a reasonable doubt over the hijackers, they’ll be given access. Given the hijackers had to “prove” they owned the account, your friend will likely have to jump through some hoops to prove ownership.

Thanks for the feedback. Seera and Qugi too. Now I only hope the officials get on it quick.