Guild Wars 2

I recently got hacked, or so I’m supposed to believe. According to the “hacker” whom I’ve actually managed to speak to this was all a blunder from arenanet concerning my serial code and account ID and someone elses (the hackers) account not working. I don’t know what’s happened, but in any case, I’ve lost all my characters and I’m now told that there’s no way to get them back. I find this unacceptable as I’ve spent countless hours on several different characters, leveling them up. I appologize for blaming anet for this, but the support I’ve gotten from arenanet has been terrible. There’s has to be something they can do regarding my beloved characters.

Gaile,

It really is a relief to hear that this tool will be implemented soon, but I still do not have my questions answered from other posts:

Who had the compromised account, 1 month ago, for example, may request to return to the point at which it was committed?

I quote again my case, I had my pre legendary item and other items / gold compromised by a hacker 1 month ago, since then I’ve been posting about this and wondering if it is possible to return before this sale? is this possible?

Here is my three 12 digit ticket numbers. If you want to know more about how I contacted the “hacker” please contact me further as I don’t want to discuss this in this public space.

[Incident: 121022-002730]
[Incident: 121023-002995]
[Incident: 121021-002709]

@Gaile

Does your reply suggest that those who have been hacked and had items stolen may possibly be able to get them back down the road when a sufficient system is in place?

If that is the case does it not make sense to hand out IOU’s regarding peoples stolen currency and items if its possible to view what was stolen or mail logs? I only bring this up because last night I was stricken for around 60 Gold worth of Gold/Items and I don’t take that lightly since the current market of Gems to Gold makes that more than 8500 Gems. Taking into consideration that the BLTC sells 4000 for £43. I have lost, what Anet values as around £90 worth of game currency. Although you say nothing can be done now, there should be AT LEAST a system in place to make a note of what was lost or some sort of ticket that can be claimed when the system is in operation. Instead you are just telling us we are out of luck which is straight up not justified.

@kipz

It would only make sense if you can prove ANet is responsible for letting hackers access your account. The account is controlled by each one of us. It is like asking bank to restore money that was stolen from your account when you lose your ATM card and PIN number.

@Zaken

Maybe a bad example from you because banks do actually do that. Its like the police telling you its your fault for not having a combination lock on your purse if a thief steals it. The fact is that saying sorry tough luck is such a passive unhelpful response which makes me wonder why they dont have a huge sticky saying dont even bother writing a customer support ticket if you got your items stolen because we wont do anything about it. This is the 1st instance in any MMO where this is the case. Back in WoW you could submit a support ticket and the GM would give you your items because the system was in place. GW2 is going for a AAA title genre, therefore they should have to live up to certain standards set by the industry. Right now they fall short, not only with the slow, impersonal ticket system, but with what information they will give and how they can solve it.

Okay, so proving it wasn’t me is just as viable as them proving it wasn’t them. However the IP addresses logged on my Gmail when I went into full detective mode showed that only MY IP has logged onto my e-mail account begging the question that where are my e-mail authentication messages that should have been sent? My account on this site even displayed the IP that accessed my account from HONG KONG. The point im trying to make is we as customers shouldn’t settle for sorry tough luck because of what happened. The response given from A-net devs even implies if the system was in place they could roll back our accounts. Why this feature wasn’t in for release? well it all comes under that saying “When It’s Ready™”.

Curious, is your account linked to an authenticator ?

It was but I de activated it because of the hassle of entering a code every single time I got DC’d which was alot recently. Apart from I have used the same password info since I opened my Prophecies account and have never had problems with it or given the info out.

@Gaile

I finally thought I made some headway with this, as I at least had gotten my account back. But today when I tried to log in I got this message:

“Your Guild Wars 2 account has been terminated for a breach of the User Agreement and/or Rules of Conduct. This action is permanent.”

I had also received an e-mail from support telling me that the reason for this was because multiple individuals could verify ownership of my account, which would of course be the case if it was in fact hacked, but why should I be punished for this? I’ve had nothing but trouble since I was hacked and nothing has been fixed. Things have only taken a turn for the worse. I seriously hope you’re working on this, I love the game a whole lot, and would hate to stop playing it just because of some “hacker” and poor customer service.

@KeX.5761

Simply send credit card numbet to support or bank account nuber that you have used in buying Gw2, thats your proof that GW2 account is yours.

Sorry for bad english.

Icemansrb – bad advice. You should NEVER EVER send your credit card number or bank account number to ANYONE. You can scan a copy of your receipt, though all that shows is that you purchase A copy, not the copy in question. What they should be doing is replying to their ticket with the serial number of the copy they have. They should not be opening a new ticket to do this, as that will just delay the restoration.

kipz.8701:

It was but I de activated it because of the hassle of entering a code every single time I got DC’d which was alot recently. Apart from I have used the same password info since I opened my Prophecies account and have never had problems with it or given the info out.

I strongly suggest adding the authenticator back to your account once it’s restored, if that hasn’t already happened. The hassle of entering a code every time you disconnect isn’t nearly as bad as the hassle of someone else taking over your account.

I haven’t read the entire thread, but make sure the password you use for your GW2 account isn’t used anywhere else. You say you haven’t “given out” your password, but if you are using your GW2 password at other sites then yes you are indeed giving out your password. Ideally use different email addresses for the sites where you really don’t want your account compromised, but at a minimum everyone should be using a different and secure password for each important site. There are no exceptions.

I feel your pain Kex. Money and items are one thing, but the characters are a deal-breaker for me.

I have a question, I was recently hacked, killing time til my account is unbanned.

If I log on and my characters are naked with 0 money, Am I just screwed? I dont even know how I’d go about re-equipping them..

Still not a peep from support even though they were the ones who told me to contact them. I contacted them in a heartbeat, I sure wish they would show me the same courtesy.