How long does an account restore take?

How long does an account restore take?

in Account & Technical Support

Posted by: Msandx.4105

Msandx.4105

Q:

My account got hacked sometime before Saturday and I submitted a ticket on Saturday and got the confirmation email that it was received and being reviewed and that I will be contacted shortly. (not the case) Monday comes along and i get a response email that doesn’t even say if it had been worked on and that I needed to provide more information and that soon as I reply they would get back to me fast as possible (serial key, b-day, address, etc.) so I filled all of that out and replied to the email (I made sure it was actually from them) and now its almost Wednesday and no reply yet… so how long does this usually take? I’ve seen posts where it took weeks and others in under an hour. also I changed my GW2 pass twice and my email password and haven’t been hacked since. If you’ve had this happen to you before too let me know how it went for you!

How long does an account restore take?

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Account restorations are very time consuming, and require exact attention to detail. Account restorations must be handled after extensive review, to ensure that we’re doing exactly what is required and without damaging the game economy as a whole.

For this reason, yes, they take time. The days you are mentioning are not out of line with the time required for agent review, for pulling logs, for verifying details, and so forth. I anticipate you will be taken care of within the next few days, but I do not perceive any sort of “delay” in this process — it simply takes time.

Thanks for understanding.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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