Guild Wars 2

To the Guild Wars 2 Support Team,

I write on behalf of my friend, a guildmate, whose account is being hacked right now.
He cannot log in and when he tries it shows that the account is running on a different client. Moreover, our friend who is with us on TeamSpeak right now says that he can do nothing about it. When he resets his password/account details right now, nothing happens and the hacker still uses the account – we can see the character running in a manner similar to botting.
The ticket has been sent, yet this is a matter of great urgency hence my message here, as well. The ticket request regards my guildie, Almuldir.7432 I enclosed screenshots of the character running around, as well as of the error window when he tries to log in onto his account.

Please, do something about it as we all fear that the account may be ruined/all the items, content stolen/sold.

We would be grateful for your quick response to this matter of great urgency.

With kindest regards,

Corpus Christi

UPDATE:

My friend has somehow miraculously logged in.

The account is totally empty: ascended gear – gone, money – gone, gems – gone, and mats, as well.

We’re awaiting your response. We’ve got the screenshot of the supposed hacker’s ip ( US one ), and we’re from Europe.

Sorry to hear about your guildie’s issue, but posting here won’t speed up his ticket. If he has not heard anything from CS after 5 days, he can post in the Sticky ‘Tickets 3 Days and Older’. Support is a bit bogged down right now, so the wait is 5 days, as opposed to the usual 3 days, as the Sticky thread indicates. Good luck.

Edit (for your Update): Once your guildie secures his computer, he can update his ticket and ask for an Account Restoration to get back all is items. He needs to make sure his Account, Email, and computer is secure because Account Restorations are only once per account-lifetime. Again, good luck.

Yes, we’re going to be patient. This matter needs a positive solution to my friend.

Thanks.

The forum and customer support isn’t 911 (or 112 or 999). All you can do is try to document it and have your friend prepare to change their email account and all of their passwords if the account gets restored.

I would also advise him to not do anything he’s willing to lose. Since his account will be rolled back when they find proof of hacking.

Seera.5916:

I would also advise him to not do anything he’s willing to lose. Since his account will be rolled back when they find proof of hacking.

I don’t really understand this comment.

He can play the game as usual. all that is happen is that he will be restored to his situation prior to the hack. so even if he, for any change got all the items needed to get a legendary except the precursor. and he got lucky and got the precursor out of the forge, and created the legendary, he would loose the legendary, but get the other gifts back.

Anything he does in this timeframe is going to be lost, but how much can you get done?? playing this game is fun right??!!

mercury ranique.2170:

Seera.5916:

I would also advise him to not do anything he’s willing to lose. Since his account will be rolled back when they find proof of hacking.

I don’t really understand this comment.

He can play the game as usual. all that is happen is that he will be restored to his situation prior to the hack. so even if he, for any change got all the items needed to get a legendary except the precursor. and he got lucky and got the precursor out of the forge, and created the legendary, he would loose the legendary, but get the other gifts back.

Anything he does in this timeframe is going to be lost, but how much can you get done?? playing this game is fun right??!!

I meant to say that he shouldn’t do anything that he’s NOT willing to lose or have to redo. Forgot a word in there.

Curse my tendency to think faster than I type :P

Michael Henninger.7451:

Corpus Christie,

First, you friend needs to submit a ticket. We can’t help anyone except the account owner. Second, your friend should strongly consider changing their email password as it may have been compromised. I have nothing that shows it is – but it’s best to be safe.

As my friend does not speak English at any level guaranteeing successful investigation, I will be the one translating both your and his messages.

Best regards and thank you for your response.

Corpus Christi.2057:

Michael Henninger.7451:

Corpus Christie,

First, you friend needs to submit a ticket. We can’t help anyone except the account owner. Second, your friend should strongly consider changing their email password as it may have been compromised. I have nothing that shows it is – but it’s best to be safe.

As my friend does not speak English at any level guaranteeing successful investigation, I will be the one translating both your and his messages.

Best regards and thank you for your response.

Does he speak any other language support is available in? French, German or Spanish?
It’s nice you want to help your friend but translating could also cause problems.

SandraSolace.7682:

Corpus Christi.2057:

Michael Henninger.7451:

Corpus Christie,

First, you friend needs to submit a ticket. We can’t help anyone except the account owner. Second, your friend should strongly consider changing their email password as it may have been compromised. I have nothing that shows it is – but it’s best to be safe.

As my friend does not speak English at any level guaranteeing successful investigation, I will be the one translating both your and his messages.

Best regards and thank you for your response.

Does he speak any other language support is available in? French, German or Spanish?
It’s nice you want to help your friend but translating could also cause problems.

He’s an older person and he does not speak any of the above. The translation process is a must in this case, I’m afraid.

Corpus Christi.2057:

SandraSolace.7682:

Corpus Christi.2057:

Michael Henninger.7451:

Corpus Christie,

First, you friend needs to submit a ticket. We can’t help anyone except the account owner. Second, your friend should strongly consider changing their email password as it may have been compromised. I have nothing that shows it is – but it’s best to be safe.

As my friend does not speak English at any level guaranteeing successful investigation, I will be the one translating both your and his messages.

Best regards and thank you for your response.

Does he speak any other language support is available in? French, German or Spanish?
It’s nice you want to help your friend but translating could also cause problems.

He’s an older person and he does not speak any of the above. The translation process is a must in this case, I’m afraid.

No worries then! I hope it all gets solved for your friend! I just thought I should mention it, cause it’s easy to overlook.

SandraSolace.7682:

Corpus Christi.2057:

SandraSolace.7682:

Corpus Christi.2057:

Michael Henninger.7451:

Corpus Christie,

First, you friend needs to submit a ticket. We can’t help anyone except the account owner. Second, your friend should strongly consider changing their email password as it may have been compromised. I have nothing that shows it is – but it’s best to be safe.

As my friend does not speak English at any level guaranteeing successful investigation, I will be the one translating both your and his messages.

Best regards and thank you for your response.

Does he speak any other language support is available in? French, German or Spanish?
It’s nice you want to help your friend but translating could also cause problems.

He’s an older person and he does not speak any of the above. The translation process is a must in this case, I’m afraid.

No worries then! I hope it all gets solved for your friend! I just thought I should mention it, cause it’s easy to overlook.

Thanks for your help! Always nice to see someone so helpful!