The account name is Darkshadow.1308 and the system won’t let her login to her account because she had her IP changed so it’s saying someone is trying to “break into her acct” when it’s her trying to log on.
She already submitted a support ticket with no response…would like a response here and someone to fix this issue asap. Thanks
Have your girlfriend attempt to log in to the game client so it will detect her new IP as trying to connect. As this isn’t a permitted IP yet, she must then:
Log in to this website (that you are currently on) and in the My Account area under the Security section on the left, she can then click to ‘Permit’ her current IP login attempt.
She may also want to double check that she is permitting the proper IP address to be allowed to login to the game. She can check her current IP address easily simply by visiting this site: http://www.whatismyip.com
Also, she should have received an email outlining these steps to verify her new IP address when she tried to log in from the new IP. If she did not then she may want to review her account to ensure the correct email address is defined for her account in that same My Account area.
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
Thanks, Jayne. I haven’t had to permit a new IP for several months so I was not aware of that page as having functionality issues. I just checked and it is completely borked for me as well. It seems that it comes up with a page style coding issue if you are actually logged into the game from your current IP when you visit that page.
:(
I’m a bit concerned about my account security now if that page no longer functions.
To OP, please refer to the section of my post about checking that her email is accurately listed on her account to ensure the Authorize New IP email is going to the proper email address.
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
Is she clicking the link and then getting a page that is blank except for text like this?
[apparently the forum doesn’t like the java code from the error, so reference the attached image instead]
If so, have her close the client completely that she is trying to login with and then clicking on the link in the email.
I mentioned in my reply to Jayne about getting this page with the error if I tried to view the Security page while also being logged into the launcher.
I really hope this helps. I’ve not seen this type of issue before with authorizing a new IP.
Is she clicking the link and then getting a page that is blank except for text like this?
[apparently the forum doesn’t like the java code from the error, so reference the attached image instead]
If so, have her close the client completely that she is trying to login with and then clicking on the link in the email.
I mentioned in my reply to Jayne about getting this page with the error if I tried to view the Security page while also being logged into the launcher.
I really hope this helps. I’ve not seen this type of issue before with authorizing a new IP.
She said she can’t click the link and when she tried to copy paste the link into browser she got “bad request”
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
She said the link is not working for her _
I’ve had to actually copy paste links anet has sent recently. Clicking doesn’t seem to work.
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
Thanks, Jayne. I haven’t had to permit a new IP for several months so I was not aware of that page as having functionality issues. I just checked and it is completely borked for me as well. It seems that it comes up with a page style coding issue if you are actually logged into the game from your current IP when you visit that page.
:(
I’m a bit concerned about my account security now if that page now longer functions.
To OP, please refer to the section of my post about checking that her email is accurately listed on her account to ensure the Authorize New IP email is going to the proper email address.
Lol you’re concerned? My password has been reset daily for two weeks now and no answer from Anet. And I’m not alone in this. Sometimes it gets reset hours apart. And nothing shows up on my security page … Zero IPs, even after I’ve used the game and been logged in.
Couple that with the fact I can’t see any whispers or party chat in game since Saturday, I’m really growing concerned something is seriously wrong like what happened to SOE with that hacking incident.
Is she able to hold the CTRL key or SHIFT key and click the link to get it to open in a new page?
Or click the mouse scroll wheel button on the link to get it to open in a new page?
I’m not sure, but perhaps it is related to the web browser being used, or the website she accesses her mail through not permitting links in emails to be clicked.
If trying a different browser doesn’t help:
I really don’t know if this method is permitted, or if I’ll be infracted for even suggesting it, but if she were to forward the authorization email to you (as long as it doesn’t contain sensitive information) and you then see if your browser and email service allows you to be able to click the authorize link within the email for her (if you are able to click it), then this might be a way around the issue.
Odd, my ‘My Account’ page is working fine. I wonder if the no whisper/guild chat is connected in any way to the Security page not working.
My bad. I hadn’t logged into the Launcher when I checked. As soon as I ‘log in’ to the Launcher, my Security page removes all evidence of any IPs being authorized. I wonder if that happens when more than one person has access to the account. I hope it only affects the person using the account at the time, else we would never be able to ‘disconnect’ an unauthorized (by us) user.
Odd, my ‘My Account’ page is working fine. I wonder if the no whisper/guild chat is connected in any way to the Security page not working.
I’m not sure. I cannot view the Security page while logged into the launcher or game. Close the launcher and the page immediately loads fine. My Security page does not have any information listed under the permitted IP address section and I do not currently, nor have I ever, experienced the no whisper/guild chat (and processing previous mail) issue (knock on wood).
Avilo, I’m sorry to have to say that I am completely out of ideas right now of things to try to authorize her new IP. I really hope someone else has some ideas or Support is able to help.
:(
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
Thanks, Jayne. I haven’t had to permit a new IP for several months so I was not aware of that page as having functionality issues. I just checked and it is completely borked for me as well. It seems that it comes up with a page style coding issue if you are actually logged into the game from your current IP when you visit that page.
:(
I’m a bit concerned about my account security now if that page now longer functions.
To OP, please refer to the section of my post about checking that her email is accurately listed on her account to ensure the Authorize New IP email is going to the proper email address.
Lol you’re concerned? My password has been reset daily for two weeks now and no answer from Anet. And I’m not alone in this. Sometimes it gets reset hours apart. And nothing shows up on my security page … Zero IPs, even after I’ve used the game and been logged in.
Couple that with the fact I can’t see any whispers or party chat in game since Saturday, I’m really growing concerned something is seriously wrong like what happened to SOE with that hacking incident.
I’m highlighting this for a review, hopefully in the next hour! What’s your ticket number, please?
You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.
Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.
Thanks, Jayne. I haven’t had to permit a new IP for several months so I was not aware of that page as having functionality issues. I just checked and it is completely borked for me as well. It seems that it comes up with a page style coding issue if you are actually logged into the game from your current IP when you visit that page.
:(
I’m a bit concerned about my account security now if that page now longer functions.
To OP, please refer to the section of my post about checking that her email is accurately listed on her account to ensure the Authorize New IP email is going to the proper email address.
Lol you’re concerned? My password has been reset daily for two weeks now and no answer from Anet. And I’m not alone in this. Sometimes it gets reset hours apart. And nothing shows up on my security page … Zero IPs, even after I’ve used the game and been logged in.
Couple that with the fact I can’t see any whispers or party chat in game since Saturday, I’m really growing concerned something is seriously wrong like what happened to SOE with that hacking incident.
I’m highlighting this for a review, hopefully in the next hour! What’s your ticket number, please?
Gaile, lovely! I put my ticket number in that thread up top that is for tickets older than 3 days .. it’s on the last page. Hold on, lemme get it:
Incident: 131012-000946. I filed this ticket on Oct. 11, and they told me they were going to accelerate it, but that was nearly two weeks ago, and I`m still dealing with the issue daily.
Help!
Edited to add: here’s the new ticket number tied to it as well: Request #2684
It’s not possible for us to help without a ticket number. Please provide any ticket number(s) involved with this.
Thanks.
Hi! Thank you for responding hopefully you or someone can restore her account or get her her password, whatever the heck she needs to be able to be “authenticated” and log back on your guys’s awesome game!
Her ticket number was 19303 as the last one she sent. The first one she sent was 17891.
She still cannot log on! And she says she’s not even getting the emails anymore from the automated help stuff.
Hey, some help soon getting her account back would be appreciated! She has not been able to login the past 2 days now because of her IP changing. This is a bit ridiculous.
Yes, most definitely, thank you. Everything seems to be working fine now and I appreciate the time y’all took to help (smelled StinVec’s brain burning) …especially my bf, avilo, who didn’t want me to dl a different mmo. lol
Guess you’ll have to wait on the ticket. Sorry!
! woooo