Guild Wars 2

I’m actually writing this post on behalf of my Partner, who is having difficulty getting onto the forum at the moment. He had his account hacked today, the second time in about a month. After the last time he changed all his passwords, security questions for his e-mail, but when he checked his email account this evening, all his e-mails regarding gw2 had been deleted. He managed to recover them to get his cd key to get back into the game. But when he logged in to the game he found his his account had been stripped of all except the soulbound items and even his characters had been stripped of their armour which presumably had been sold too. To say he is gutted is an understatement :-(. I have read a few posts regarding this and some have mentioned a roll-back? Can this actually be done? He is submitting a ticket but is desperate to try and get his gear back as he was doing the wintersday events and had all his items taken, some of which cant be repeated and some other items as well. Also, what else can be done to prevent this happening again? He followed all the suggestions last time and they still did it again. Can anybody help us?

Hey guys. Im Rhea’s partner who just got hacked. I was just submitting a ticket to support and resetting all my passwords and account info and email info (again) so Rhea started this post for me.

Im so absolutly gutted. If being hacked once wasn’t bad enough…… Last time, the support guys were ace but there was nothing they could do about my lost stuff. After they helped me get back in to my account, I trawled the forum (and other forums) to find how I could stop it happening again and did everything that i could but it still happened again.
What im really worried about is if I get a once-off rollback (if thats even possible) and then it gets hacked again, then i’ve lost my only rollback.

Im really stressed and tired right now so maybe be theres a really obvious way to stop it happening again but i just can’t see it. I anyone knows how I can make sure it never happens to me again, I would be so grateful.

Thankyou for the reply Gaile. Your a star.

Im 99% sure I done have a Trojan or keylogger. After the last time i was hacked, i was so annoyed that i went and baught the best version of Kaspersky i could.

Also, im worries about what will happen with the events that i will miss out on? I had done the events in the first 3 cities and got the rewards but if i do the new one in Hoelbrak, i’ll lose any rewards i get when they rollback (if they rollback). I was also told that if we do the events in each of the capital cities before the airship moves to the next one, we will get another 500 cogs. If that is true, i won’t be able to get them either. So, either way I won’t be able to make the full amount of mini toys will i?.

P.S. I played GW1 from day one and remember you from way back then. I missed your leaving party though : (
On a random note, I actually met my partner in GW and we will be having our fourth kid soon so we kinda brought the online community into the real world, lol. I reckon I owe you and GW an absolutly massive thanks to for that. Thanks a million ;-)

Hey again guys.
I just checked to see if I got a reply from my ticket and found I have three. The replies I got are:
More Information Needed
Login: Requesting more information
Password reset

I only replyed to the last one recieved, More Information Needed, but do I need to reply to them all?
The second two seem to be more about getting back into the game but I got that sussed last night. Also, I don’t what to confuse things by having multiple tickets open.

Cheers guys.

I was thinking, is it possible for support to change the CD-Key my account uses?

I reckon that because the hackers have my CD-Key and they know my email address, they can just use the “Recover Account” option whenever they want to get in but that wouldn’t work anymore if the CD-Key was changed.

Just found out how they got a new password, the submitted a ticket saying "I can not access my Guild Wars account, please help me retrieve the password! " and then support helped them get back into my account. I don’t hold support responsible in any way, them guys have always been really good for me, but how did they get into my support account. I really didn’t think that I had a Trojan or keylogger but is there any other way they could gotten in?

Nah, its almost definately my email and Support Account that have been compromised. In one of the replys I got from support, is says how I contacted them each time. It says form “Customer By Web Form” when I contacted them through my Support Account and from “Customer By Email” when I contacted them by email.
But the thing is, that very first time support were contacted be the hacker posing as me, it says form “Customer By Web Form” so they must have been into my support account and then their next reply was from “Customer By Email” so they were in there too.

Im so lost now, what do i do? If Kaspersky can’t find anything, does that mean there are no Trojans or keyloggers in my computer?

Be patient, i have the same problem as you or almost identical. Hope they fix all of us.

I just got a reply:

Hello,

After researching the provided information, we will not be able to assist you with accessing this account. Any further replies or messages in regards to this account may be closed without a response.

Regards,

*@%£$#
Account Support Team

I know this sounds pathetic but I almost feel like crying. I have put so much time and love into this game. I had so mcuh faith in support that they would help.
What do I do now, just start over?
Have they basicly said, 100% not helping you now please be on your way?
And If I try get them to relook at my account, do I make another ticket or just reply to the last one that says “Closed”?

Ok, I have decided to try one last time. I have made a new ticket and tried to explain. I wanted to put a copy of what I said up on here but it exceeds the 5001 characters allowed.
I just hope that they will give me a chance. I have been playing all my adult life and have made GW such a big part of my life. Like I said, I even met my fiance there and have three beautiful kids (four in april) as a result. Maybe that will count for something.

Yeah, when a hacker gets your identifying information, they can claim they are the original owner. But when both contest ownership with the same details, it can end up forcing Anet to either take a side, or take neither side and lock the account. This is why I don’t keep sensitive information in emails and avoid keyloggers.

surely, if it came to that Anet would be able to look at the history of the account and see where it has been registered to all this time (Ireland) and if there is stuff to back it up eg card it was purchased to being registered to it would decide the matter? If it had only been registered to be used on a Chinease network for a few weeks tops, and an irish one since before the game officially came out. it really sounds simple from here, it may be different in reality I know :-/

Well so far it seems you’re not convincing Anet. They already said according to you in a previous ticket, they will not help you. Keep trying with customer support. But in worst case situation, you may be looking at buying a new copy of the game, or just quitting. It’s not something we want to think about, let alone do. As I said, which you are doing, keep trying with customer support.

Hey Gaile : )

I just got a reply from them in the last hour, asking for some more info to confirm im the account owner. I was so worried that they would just see who it was form and ignore it. I really love them support guys right now, lol.

The ticket number is 121220-001332. Im really hoping that they are going to help me get an Account Restoration. Im not sure if you’ll think it necessary to check out my ticket at all now but if you do, I’ll be so so grateful.

Thanks a million, your a star. : )

I wish you the best, Titan!

Thanks a million. I wish you all the best too. Im generally really confident in the suppost guys to get the job done but this time my account was really compromised and I lost faith for a second there. Im sure that they will get you sorted.

Gaile Gray.6028:

You gave a lot of solid information in your ticket, and I believe that the team will be able to help you with this. Hang in there and let them continue the investigation. I’m going to PM you with another suggestion. Can’t hurt; may help!

Your an absolute STAR. Thankyou so much : )

Its been several days and still no reply. The last reply I got (two days ago now) was
“I am transferring your ticket to a senior member of the Guild Wars Support Team for further assistance. Someone will be in contact with you as soon as possible.”

I wonder did the senior guys just have a look and decide to ignore it like they said they might in the last ticket. Im not sure what to do now. They havn’t even said anything about changing the account email address or the Authorized Networks Location in China.

Bumping this up in the hope someone will be able to update. its been going on for a while now and my partner still does not know whats going on…