Hacked Acc AND hacked email
ArenaNet Communications Manager
A couple months ago i got hacked, and someone was logging in as I was playing. I tried to change my password, but he hacker beat me to it. To make matters worse, he also hacked my email so i couldn’t get a hold of my serial code. With that said i explained that to A-net, and all they gave me was some automated response and asked me how good the customer service was (and there was none). While it would’ve been wise to write down the serial number, i wasn’t expecting both accounts to get hacked simultaneously.
With that said, I was wondering if there was a way to either get reimbursed, or to at least get my account back. My email that was connected to the gw2 account is pretty much gone, so I feel like without the serial number i won’t be able to get much. But still I can’t help but feel like there’s something else that can be done about this issue.
Your account was active today, so if you are not playing it, please update your ticket and ask for additional assistance. Please note: Once an email and game account are hacked, it’s very difficult to track and resolve the issue. And I’m sure you realize that we cannot be held responsible for the security of an email account.
Go to the Forums tab at the top of this page and access your support account to review your ticket. If your email was hacked you probably didn’t get the answers that the team sent you.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
You can recover your account id by adding a character on your previous account to your friends list. When identifying your previous hacked account with support you can use character names on the account if you forgot other account details. Support may confirm billing information with you to make sure you are the proper owner (billing street address, city, state, zip, name on card, type of card, last 4 digits of card # etc).
That should show you the number that goes with your previous account.
Also you need to contact your email hosting provider to get your email account access restored asap. This is probably more important than restoring your game account if you use your email address for other personal activities. After that is done you should have access to your game serial number for that account. Once you get your original game account restored through anets customer support you can request a refund on the second guild wars 2 account you purchased to get your money back. Keep in mind this second account will be closed permanently after the refund is issued.
Delarme
Apathy Inc [Ai]
Apathy Inc [Ai]
My email that was connected to the gw2 account is pretty much gone
Why??
The reason I’m asking is that when hacked you should resolve the breach in your security. After repairing that you can easily change the password belonging to the emailadres.
It isn’t smart to ask support to help you when you haven’t made it secure for you yet.
As Gaile said you can always track your ticket through here. If you made a new account for that, don’t worry, just talk to them on that account and explain you got hacked.
Arise, ye farmers of all nations
Arise, opressed of Tyria!
Arise, opressed of Tyria!