I’m a Moose, a ginger moose even.
Friend's account was hacked?
Well he has to wait until the ticket is resolved. He should at least gotten an acknowledgement email when he submitted his ticket.
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RIP City of Heroes
Login status is dictated by launcher login state or game launch status. The reason that you are able to see your friend online is because they have sucessfully logged in via the launcher. That being said, the login process will keep your friend logged in while the launcher session is in an active “logged in” state. The state that you are seeing is when the user logs into an account via the launcher and remains on the post-login suspended/banned prompt.
This is a limbo state, and is reflected by the friend’s list not displaying a location for your friend.
As far as your friend being suspended, we can’t look into it unless you provide a ticket # or an account name.
Professor of Bearbow Math @ Tyria State // @Shazbawt // “The Crippler”
(edited by Chris Cleary.8017)
Your friend’s account has been blocked due to an account dispute (multiple contacts trying to get control of the account). Most of the times this happens when an account is purchased/sold or account information is seriously compromised. There won’t be anything “I” can do to help your friend, they will need to go through the Customer Support ticket process to get this resolved.
Professor of Bearbow Math @ Tyria State // @Shazbawt // “The Crippler”
Your friend’s email account may have been compromised. Perhaps, that is why he was asking to have it changed, I don’t know.
If it was compromised, and your friend had sensitive Guild Wars 2 Game Account information stored there, the person that compromised the account now has all the information to prove that he is the rightful account owner. This person may have contacted CS and asked for control of the account, just as your friend has. And that is where problems can occur.
Perhaps, your friend can update his ticket and provide information only he could possibly know about the account, and regain control. If he does, he might be better served by making sure he has control over his email account, or better yet, creating a new one that someone else hasn’t compromised, and contacting CS through that.
Good luck.
The forums aren’t always manned by a member of Anet’s staff. You won’t really get a response, especially on a Sunday evening. Your friend is best to update his ticket with more information, but it sounds like he’s not telling you the whole truth if someone else is also contacting Anet about the account.
I’m a Moose, a ginger moose even.
Chris did. An account dispute is where 2 or more people are claiming to be the rightful owner. Someone else has your friend’s account information, and is hoping to gain complete control over the account. This may have been caused by your friend’s email being compromised, as has been stated before.
Your friend needs to continue to work with CS, as previously suggested. There is not much that can be done from the forums, other than posting his ticket number in the Sticky ‘Tickets for Review’ after 72 hours.
Good luck.
May be. Not emphatically. It’s up to your friend. He can continue to work with CS…or not. If he has information that someone could not possibly have, such as something that wasn’t in an email (such as the CD-Key might have been) in his email account, he can provide that.
Good luck.
Yes, I stated he has the CD-key, my rant is why is support not willing to even work with him? This support is by far the worst I’ve ever see in any game. No verification process, no reasoning behind anything.
The hacker may have access to the serial key if he has access to your friend’s email. A lot of times hacks to Guild Wars 2 accounts coincide with hacks to the associated email address. If your friend bought the game digitally, his receipt and his serial number are likely still in his email’s inbox or in some folder in his email.
Specific details about the account will definitely help, especially if they are ones that the hacker would not have access to.
If your friend and the hacker are both able to provide the same evidence, then who should ANet trust? They don’t know your friend. They don’t know the hacker. For all ANet knows the hacker is the real owner. So ANet puts the account on a banned status and locks down the support offered until one of the two can provide enough evidence to prove they are the true owner.
You can’t really ‘reiterate’ that, as you never mentioned it before.
Again, your friend needs to continue to speak to CS. They are the only ones that can assist him. Also, if your friend’s email is compromised, or was compromised while he was sending emails to CS, then the usurper has any and all information contained in those emails. That is what we are trying to convey. From past posts, many, many players’ accounts that were compromised had compromised email accounts, as well.
Why was your friend asking to have the email account associated with his game account changed? Could it have been because he thought it may have been compromised?
Good luck.