Guild Wars 2

I just got hacked, restored everything successfully.
But when I logged in all my items are gone..
My Crystal Guardian and all my gold.. just vanished..

Please ArenaNet can you help me? Can you guys restore my account?

Unfortunately, Anet has a strict policy of only one account restoration for the life of the account. If you had an account restoration already, and were hacked again, I’m afraid they won’t be able to help you recover a second time.

Well I only reset my password and removed all of the authorized networks.
This is the first time I’m being hacked. And I’m really confused right now.. Why me?

It’s a little hard to tell if you already got an account restoration. You said everything was restored successfully and then you said you only reset the password and removed networks. Dd you already get one?

If you already got an account restoration then it sounds like your computer is not yet clean, you should do another security sweep and also look for a keylogger.

If you haven’t yet gotten an account restoration, update your original ticket to ask for one after making sure your computer is clean.

I did get one then I guess. Now everything is clean and my password changed.
But how to get my items back?

Marcus.4813:

I did get one then I guess. Now everything is clean and my password changed.
But how to get my items back?

So, you got hacked. Items were stolen. You contacted ANet, asked for an account restoration and got all your items back through the account restoration. And now you were hacked again and lost items again. This is what I am understanding you to be saying.

ANet doesn’t normally give second account restorations, only one. You can update your ticket and ask again but the odds are low to zero.

What you do need is makes sure your computer is clean because if you got hacked again, it isn’t.

This is the email I got after reporting:
_____________________________________

Thank you for providing us with the information that we requested.

I have reset your Guild Wars 2 account password and an automatically generated e-mail containing a link has been sent to your (my email) e-mail address. After clicking the link in the e-mail, you will be directed to the Guild Wars 2 Account Management page to enter your Guild Wars 2 account name and to set a new password of your choosing.
___________________

So thats only a reset? Thats no full recovery?

Thank you guys for helping me, English isn’t my native language..
Explaining can be quite difficult.

Ok. The account restoration is after account recovery. You recover (get your account back) then get restoration (return it to the state it was before the hack).

So, update your original ticket. Tell ANet that you want an account restoration.

They will return your account to a time and state it was before the hack, returning all your items, gold and any deleted characters. You will lose any progress, items or gold made from today and the restoration so it’s best not to play until its done.

You will probably lose a little bit. As an example, lets say the restoration restores you to 2 days before the hack. You will not get back anything from those 2 days, just up to the restoration date.

This, account restoration, will only be done one time so make sure your computer is clean and kept clean. If you get hacked again, you will get a recovery but not a restoration.