Guild Wars 2

I can’t believe that everything I have worked so long and so hard for has been suddenly ripped away from me.
I’ve posted about this a few days ago but I just heard back from support today.
Basically I logged onto my account about a week ago just like I normally would and I saw that it took me to the new character screen, I was confused, as I didn’t have anymore available character slots. I came to realize that all my characters had been deleted. I was in complete shock as to why. I emailed support and explained to them what happened and the only response I get from them Is that there is nothing they can do because they cannot prove that my account was accessed from a 3rd party. As I read the email I felt so many emotions, I was upset, disappointed, angry, confused, and crying. How could a game that I have played collectively for 10+ years, a game I poured my heart and soul into, a game that I always ran to when I needed an escape from the troubles of my day to day life, how can I just be told that there is NOTHING that can be done? I am begging, I am pleading, I am desperate. I had 4 level 80’s and all I want is to have them back so I can once again enjoy a game I love so much.
Please, with all hope and sincerity, give me my characters back.
F.J.V.

Your can continue your dialog with support and ask if they will investigate the issue further. You can also ask for a review from the support team lead in the “Tickets for Review” sticky thread. Make sure to include your ticket number.

On another note, if there is a chance someone in your household might have accessed your account and deleted your characters, sorry in that case you are out of luck. Anet only provides account recovery for accounts that have been stolen by a 3rd party. This does not include household members or anyone else that may have accessed your computer in your home.

Edit: I just recalled this post from you in the last thread:

jvhawwai.9614:

i think someone at my house did it, i have room-mates and I have a feeling one of them is the culprit. I do leave the login remembered.

If that is the case you are indeed out of luck. Access to your account in your own home is your responsibility. I suggest you have a talk with the person in your house that may have deleted your characters. Also in the future since it seems that you may have people in your home that want to destroy your game progress, I suggest not using the remember password option.

I’m sorry this happened to you and am also sorry that you have roommates that would do something like this to you.

As you stated in your first thread, you did not secure your account, and you think perhaps one of your room mates deleted your characters. Anet will not restore an account unless there is proof it was hacked by a third party. Meaning proof that someone broke into your account from an outside source, not got into it via your own negligence.
Sorry for your loss.

I am so sorry for you. I would be heartbroken too but it would be even worse suspecting that it was someone I lived with or trusted enough who could do such a nasty thing to me. I hope you can address that first because someone who could be that cruel to you, has the potential to do you far more damage in real life than just ruining your experience in a video game.

I’m terribly sorry to hear about your loss. That must be a blow indeed to lose so much in such a way. Truthfully, I would be having a dialogue with my roommate to talk about some form of compensation.

However, the game’s stance has been the same since launch. If it wasn’t an “outside your computer” act, then they won’t do anything for you.

My roomates doing this was just a guess, and not something I know for sure.

jvhawwai.9614:

My roomates doing this was just a guess, and not something I know for sure.

Well, like I said, if you feel your account was compromised by a 3rd party then you either need to update your ticket and ask for a review or post in the sticky thread I mentioned earlier.

Just ask for a rollback man. They can do it. Just explain the situation calmly and kindly and ask if they can rollback to before the characters were deleted. They might roll it back too far but you should be able to ask them to roll it forward from there

mexay.3902:

Just ask for a rollback man. They can do it. Just explain the situation calmly and kindly and ask if they can rollback to before the characters were deleted. They might roll it back too far but you should be able to ask them to roll it forward from there

They only do rollbacks if it can be proven that a 3rd party accessed the account. If someone logged into the game on the OPs computer and deleted stuff it would be impossible to prove that it was not OP himself and thus they would not do a rollback.

I wish you the best in getting this resolved.

From the two hacking incidents I’ve had to deal with (not in GW2), both times they just took my things and got my account banned. What happened to you sounds more like malicious intent (more likely from people who know you and have access) than some stranger that just wanted to steal from you…

Try to be prepared for either possibility, if they can’t find signs of outside tampering and will not restore your account…at least you still know where your ‘roomates’ live :p