I was Robbed

I was Robbed

in Account & Technical Support

Posted by: talkingun.9627

talkingun.9627

Wow, Saturday I couldn’t log in to my account. No one around to answer questions about how to fix a bad log in error. After 2 days I got my account back and it was empty 2 months of grinding gone and 5 gem purchases gone. Is this what happens to newbies?

I was Robbed

in Account & Technical Support

Posted by: Astral Projections.7320

Astral Projections.7320

You were hacked and I assume you got it back thru contacting support. Update your original ticket and ask for an account restoration, this will give you all your stuff back, it’s a one time deal though, so make sure your computer is secure and you don’t have a key logger. If you get hacked again and lose everything, you won’t get a second rollback.

I was Robbed

in Account & Technical Support

Posted by: talkingun.9627

talkingun.9627

Thanks, the ticket is generated from support the same folks that gave me the new password? What is a key logger?

I was Robbed

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Thanks, the ticket is generated from support the same folks that gave me the new password? What is a key logger?

Here you go: http://en.wikipedia.org/wiki/Keylogger

Make sure you scan your computer for malware and/or viruses and such.

Good luck. =)

I was Robbed

in Account & Technical Support

Posted by: mercury ranique.2170

mercury ranique.2170

a keylogger is an hidden piece of software that records anything you type on your keyboard (like accountnames and passwords) and send it to the one who programmed the piece of software.

The major problem with is that people got hacked, see that, change the password, but the keylogger logs the password you are typing in and so you are hacked again. Cause you only get one roll-back it is important that you remove this kind of malware before resetting your password and asking for a roll-back.

Arise, ye farmers of all nations
Arise, opressed of Tyria!

I was Robbed

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Thanks, the ticket is generated from support the same folks that gave me the new password? What is a key logger?

Yes, the team will send you a new password. They may be able to restore the account to a time before it was compromised, so you may not have lost much at all.

Please be sure to take extra security steps to keep things secure in the future. The team can help you with ideas on increasing personal security, and these may help you as well:

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

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

I was Robbed

in Account & Technical Support

Posted by: talkingun.9627

talkingun.9627

Does anyone know how long they take if they do a rollback, I’m bummed out that everything vanished in a weekend. When I heard that they can put things back to a set date my spirits lifted. I wrote the support people on the e-mail they sent me but that was a while ago. I did scan for bugs and viruses changed my password and tried the authenticator but not sure how that works?

I was Robbed

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Does anyone know how long they take if they do a rollback, I’m bummed out that everything vanished in a weekend. When I heard that they can put things back to a set date my spirits lifted. I wrote the support people on the e-mail they sent me but that was a while ago. I did scan for bugs and viruses changed my password and tried the authenticator but not sure how that works?

You may find this helpful: https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

as well as this: https://en.support.guildwars2.com/app/answers/detail/a_id/9238/kw/authenticator

and this: https://en.support.guildwars2.com/app/answers/detail/a_id/9192/kw/authenticator

Good luck. =)

I was Robbed

in Account & Technical Support

Posted by: mercury ranique.2170

mercury ranique.2170

Does anyone know how long they take if they do a rollback, I’m bummed out that everything vanished in a weekend. When I heard that they can put things back to a set date my spirits lifted. I wrote the support people on the e-mail they sent me but that was a while ago. I did scan for bugs and viruses changed my password and tried the authenticator but not sure how that works?

A rollback takes some time. The reason is that they want it to be done as secure as possible. If an account thats still unsecure gets a rollback they actually are giving the hacker the same stuff again. That is the main reason they only do it once.

Arise, ye farmers of all nations
Arise, opressed of Tyria!