Guild Wars 2

I am normally not the person to rant, but this, really. So I spent a quite large sum of money AND a long time (coming from a student who also works) on the game, lvling a single character to 80 and accumulating some items for use. Then I ‘dare’ go on an expedition from College (Marine archeology, very interesting) in which I FOR ONCE left my laptop at home.
I come back to see, oh my cousin has spent the time randomly making characters and deleting them as well as mine on MY account. So the first thing I do is complain on Forums (grin), then I make a support ticket explaining it all.
*I just came back from my holiday a few days ago and noticed that my account was compromised. However, my cousin admitted to have been the cause of this dilemma.

Not only did he delete my character, but also sent another ticket to you asking about restoration and rollback. (I have closed it now and hope it has not caused trouble for you.) However, I would like to have my character back and I believe the incident occurred after Dec. 01, so it should be possible to restore the data.

Since I don’t know which methods of verification you use, I can offer to attach a copy of my passport (with name and age which are the same as registered with the account). Unfortunately I also had to reinstall windows on my computer and thus my screenshots got lost as well. (I could also prove this I suppose.) I also still have the serial number (Which I am including in this mail).

Please let me know if you require further information and details on the matter at hand.*

The response was an automated E-mail and I felt like “huh”, so I answered to the ticket saying I still need their answer.
*As none of the steps in your automated response apply to my problem, here is some additional information. The deleting happened approximately about at the same time as the first ticket was created. (Dec 11)

Furthermore I want to explain that I never shared my account with anyone, but that my password might be easy to guess for family members as it (basically) is my birthday (slightly modified). I have been using it for a while in numerous different games, and never had any problem. It is also the same as my E-mail and Support password. I find that easier because at times I find it hard to remember things and normally take my laptop with me on travels too, only this time I failed to do so.

Hoping for a soon answer, because I would very much like to participate in the Christmas event.*

And after this I get a response from Anet (finally) saying:
After reviewing the game logs, I was unable to determine that the account was accessed by an unauthorized individual. As a result we will be unable to offer any restoration for this incident. In the future, I suggest that you not share your account information with friends or family.

Alright, I am really angry and very disappointed by ANET now, because apparently the Tech did not even read my ticket. I stated clearly, that I did not share just that the password is easy to guess.

And how am I supposed to prove ‘unauthorized access’ if it’s been done from MY laptop with MY connection? Excuse me, I do have extended family who live with me. Oh my God?

I can’t probably spend another four weeks trying to lvl a character to 80, never mind all the items and gold I collected. Very disappointed and still hoping that Anet will see sense.

Grateful for any suggestions you might have. :/

Cushnahan.7058:

I am normally not the person to rant, but this, really. So I spent a quite large sum of money AND a long time (coming from a student who also works) on the game, lvling a single character to 80 and accumulating some items for use. Then I ‘dare’ go on an expedition from College (Marine archeology, very interesting) in which I FOR ONCE left my laptop at home.
I come back to see, oh my cousin has spent the time randomly making characters and deleting them as well as mine on MY account. So the first thing I do is complain on Forums (grin), then I make a support ticket explaining it all.
*I just came back from my holiday a few days ago and noticed that my account was compromised. However, my cousin admitted to have been the cause of this dilemma.

Not only did he delete my character, but also sent another ticket to you asking about restoration and rollback. (I have closed it now and hope it has not caused trouble for you.) However, I would like to have my character back and I believe the incident occurred after Dec. 01, so it should be possible to restore the data.

Since I don’t know which methods of verification you use, I can offer to attach a copy of my passport (with name and age which are the same as registered with the account). Unfortunately I also had to reinstall windows on my computer and thus my screenshots got lost as well. (I could also prove this I suppose.) I also still have the serial number (Which I am including in this mail).

Please let me know if you require further information and details on the matter at hand.*

The response was an automated E-mail and I felt like “huh”, so I answered to the ticket saying I still need their answer.
*As none of the steps in your automated response apply to my problem, here is some additional information. The deleting happened approximately about at the same time as the first ticket was created. (Dec 11)

Furthermore I want to explain that I never shared my account with anyone, but that my password might be easy to guess for family members as it (basically) is my birthday (slightly modified). I have been using it for a while in numerous different games, and never had any problem. It is also the same as my E-mail and Support password. I find that easier because at times I find it hard to remember things and normally take my laptop with me on travels too, only this time I failed to do so.

Hoping for a soon answer, because I would very much like to participate in the Christmas event.*

And after this I get a response from Anet (finally) saying:
After reviewing the game logs, I was unable to determine that the account was accessed by an unauthorized individual. As a result we will be unable to offer any restoration for this incident. In the future, I suggest that you not share your account information with friends or family.

Alright, I am really angry and very disappointed by ANET now, because apparently the Tech did not even read my ticket. I stated clearly, that I did not share just that the password is easy to guess.

And how am I supposed to prove ‘unauthorized access’ if it’s been done from MY laptop with MY connection? Excuse me, I do have extended family who live with me. Oh my God?

I can’t probably spend another four weeks trying to lvl a character to 80, never mind all the items and gold I collected. Very disappointed and still hoping that Anet will see sense.

Grateful for any suggestions you might have. :/

All i got to say is be patient, i’m also waitting for an action to my problem. Their kinda slow/tied up with things, but be patient and hope for the best i suppose..

All I get from the OP post is that he should take more care with his passwords so that family members do not get into his account in the future.

Account restorations are only for actual hacked accounts and since the action was taken from your own home on your own laptop there is no way for you to prove it wasn’t you.

So my suggestion is that you learn from the experience and try be more careful with your passwords in the future. Family can do the stupidest things and leave you to deal with the aftermath sometimes.

And how can you be outraged at the lack of support? You got contact from support and they told you what the deal was. What you are “outraged” at is what the contact from support said.

Bluestone.7106:

All I get from the OP post is that he should take more care with his passwords so that family members do not get into his account in the future.

Account restorations are only for actual hacked accounts and since the action was taken from your own home on your own laptop there is no way for you to prove it wasn’t you.

So my suggestion is that you learn from the experience and try be more careful with your passwords in the future. Family can do the stupidest things and leave you to deal with the aftermath sometimes.

And how can you be outraged at the lack of support? You got contact from support and they told you what the deal was. What you are “outraged” at is what the contact from support said.

Common give the person a break, clearly didnt know this would happen.

I can’t give him a break since I can’t do anything about his situation.
Just because something unexpected happens Lunatic it does not mean it can be undone.
In the situation the OP describes it only seems like it will come down to learning a tough lesson and moving on, unfortunate yes but it is likely the reality he will have to face and hopefully learn from.

Bluestone.7106:

I can’t give him a break since I can’t do anything about his situation.
Just because something unexpected happens Lunatic it does not mean it can be undone.
In the situation the OP describes it only seems like it will come down to learning a tough lesson and moving on, unfortunate yes but it is likely the reality he will have to face and hopefully learn from.

Yeah, no choice but to learn the hardway.

Mr White.4901:

TheLunaticDawn.8049:

Mr White.4901:

Watch out man, i posted a really similar thread yesterday and was given an infraction. my account was banned for no apparent reason and i’ve filed a ticket and reached out to multiple sources but i haven’t gotten a single response except for the forum infraction. Im losing 3 days of game time because of the incompetence of the support team

I feel for you, and my issue is reaching 3 days as we speak with no action. Other people just say wait and wait, but no action taken or no confirmation it will be taken at all.

i hate that. why should we have to wait through the entire ban to find out if we were guilty or not? it makes no sense at all. It’s like sending someone to jail for 10 years and then proving them innocent at trial. I just wish they had one REAL human that i could talk to. Its so frustrating to know that i am completely and utterly helpless in this situation. I might as well be throwing bottled messages into the ocean and hoping they eventually reach arena net.

Cause people pulled out fake hack reports before on other games. So their deciding if we did it on purpose or not, and they wont take your word to face value. So they will make you go through a long process of seeing if you did it on purpose or not. Even though you really didn’t want to be hacked or you didn’t do it cause its pointless, why plan a fake hack when you love playing the game and willing to pay real life money to invest for the game. Technicaly, we are guilty in their eyes till proven innocent. A process that takes weeks if not forever.