Guild Wars 2

The account of my friend was haked : 08-30-2012

First tiket: 120830-014810
Second tiket: 120831-006192 ( In spanish )
third tiket: 120831-014249
fourth tiket: 120902-004660

He has not received any response and have sent all the necessary data

Anyone that posted here actually been helped yet? I was the second reply and I haven’t heard a peep.

Not receiving EMAIL AUTHENTICATION. I can’t log into my account or access GW2 since 8/30. Original ticket handler reset my password (not sure if account was even hacked) but left email authentication turned on.

Please disable it. I’m only able to post on the forums from one of my children’s accounts. I’ve logged multiple tickets – each time the state of the game wiki says they’ve moved passed account access issues submitted by a certain date so submit new if you’ve been missed. Original GM set the other tickets as duplicate so no one’s looked at them but I’ve opened more as the days go by.

Original Ticket of 8/30 : 120831-001635
Another explicitly requesting email authentication be disabled: 120903-002335
Newest since teams have moved passed tickets submitted 9/2: 120905-004790

7 days and counting is brutal. Tickets have account name, display name, issue, and game code. Any assistance or response would be greatly appreciated.

Hello, well my friend got hacked few days ago, they changed the email and everything, he got no access to account and they gave him a ticket few days ago, hope you can help, we playing together and i am leaving him behind, ty.

tickets:

120903-011911
120903-005804

this ticket number is more than 72 hour that await for reply
120904-007239
120902-007903

hope that my friend will be contacted soon.

Scourge.8569:

But for now, we will have to wait patiently for the ticket backlog to stabilize.

Sorry. Patience was done after waiting through my entire holiday weekend without any support. Now I’m justkitten

I’m posting again for my friend Kaon Lowe.7218

While my friend Kaon was waiting on his still unresolved ticket he’s been trying to at least find some idea of what is causing his problem so tech support can eventually fix this.

The still unresolved email authentication problems could be a result of the authentication system sending the emails to the account name, not the registered email, which prior to the 20th of august (the stress test this feature was first added) were 2 separate fields.

Also a fair few of these also seem to be linked to their GW1 accounts. As a test, Kaon tried logging into his GW1 account which is linked to his GW2 account, he got in to GW1, but cant get into GW2 because of the authentication email that never comes. Now, before this change GW1 used an @ncsoft account name and a separate email address. The new system uses an email address for an account name and since the security patch has been sending the authentication emails to the account name as if it were a real email address which it often isn’t. When logging into GW1 using the old @ncsoft it returns an invalid email error, whereas using the non-existent @ncsoft.com address gets accepted. So, the problem is that the authentication checks are being sent to the account name, not the registered email address, which in the GW1 era were seperate things, hence the problem.

Most of these people could not change their email as it was already on file from the GW1 account and the system rejected it as a duplicate entry. The reason it dos not seem like a problem is because for folks with unlinked or post-security patch accounts they had to register their email addresses as the account name so the bug went unnoticed.

Most likely disabling so they can change, or changing the accountname and email for them to a brand new email address (which you want us to do anyway now) would solve the problem because being a new email it wouldn’t be in the system, thus allowing the accountname to be changed and it would send the email to the accountname, which is now a valid email address.

I’m sorry to keep having to make posts speaking for my friend but he and everyone just want to find a solution so we can all play.

120831-007952 , I am still banned altought my appreal is approved. I am already banned around 120 hours ( should have been 72 hours).

Ticket number 120904-006952 , it says im banned for RMT , dont have even gold or items for sell , no hear from support aswell – huge disappointment with ArenaNet

I am writing with my brother’s account.

My prioritized ticket reference is 120902-016533 submitted the September 2nd.

Someone hacked my account and I have submitted this ticket with the information that you have requested. In each ticket that I have submitted (old ones and prioritized ones) has appeared the status “Duplicated”. Is it normal? What does it means?

Is there a way to find out prior to the solution of the ticket if the account has been banned? Will an e-mail arrive at my address if it has been banned?

Thank you.

Hey there. My bf account was stolen 3 days ago.

please help. ticket #120904-003420

We are very sad and would like to play…

Please help …my ticket was #120905-005771

on 4th of sepember when i last log off, i remember i got almost 3 gold and a lot of my materials with me…but when i logged in again on 5th september. my last known location have change, my server change, all my gold gone, my material in my inventory and collectible almost all missing.

Other than that, Before that i have purchased copper ore from Lion trading for like 1 gold for 20 copper each. and i have succeeded purchasing it 3 or 4 days ago.. but the problem is i did not receive the copper ore i purchase. please help.

i really sad and hope guild wars 2 team able to return all my missing belonging.

Thanks.

i can’t log since 29/08/12

[Incident: 120901-007463]?
[Incident: 120905-003595]

My friend has been hacked 20 hours ago and still waiting for an answer. Since he can’t log on, I post it for him: 120904-008075

I have been waiting for two and a half days now for my hacked account to be returned to me. This wait time is both disappointing and unacceptable.

My serial number is – 120904-002261

My ticket info is:

Cannot login to my account
120904-002261
Unresolved
09/03/2012

All necessary information is in the post.

RavenSparow.2165:

I have been waiting for two and a half days now for my hacked account to be returned to me. This wait time is both disappointing and unacceptable.

My serial number is – 120904-002261

My ticket info is:

Cannot login to my account
120904-002261
Unresolved
09/03/2012

All necessary information is in the post.

Raven do not expect them to handle your issue anytime soon……I have been waiting 8 days with one automated response.

All they do is tell you to submit tickets change headings and then tell you not to submit multiple tickets after telling you to.

Its a crazy crazy system they have going on…One would think that they don’t want you to play their game. If this were a pay by month game stuff would have been fixed by now…or people would just cancel subs.

Hi,
i have download the game in my holiday in new york city for test my new pc and see the game,but dont have play, i have only block my name character.
now in my home italy this is written:
“your Guild Wars account has been terminated for engaging in or assisting with gold or tiem sales for real-world money, which is a breach of the User Agreement and Rules of Conduct. This action is permanent.”
I dont have change gold or item for money… Is incredible error!!!
I have open ticket 72 h ago but the service not responde me…
Ticket number 120904-007318
Pls help me
Giovanni

I’m writing on behalf of my friends account Holyknight.2475 because his account is comepletely hacked. They changed his email and all so he can’t even log into this forum. For the past hour I’ve watched the “hacker” farm gold on his account in game. Someone needs to get that hacker off. Here’s his support ticket number.

#120904-005011

Ticket Number is #120905-010811

orca.1806:

Anyone that posted here actually been helped yet? I was the second reply and I haven’t heard a peep.

nope nothing I have post on all areas of the forums regarding account issues and nothing.

120831-008777
Still banned. Thanks for your help besides.

Hey there, writing this on the behalf of my boyfriend due to his issue with the password.

His account got compromised this Monday, someone was loging in on his account and his password had been changed.
Filed a ticket to support and got help very quickly, good work on the swift response that time btw – only some 8hours waiting time.

He got a link to set up a new password – in this mail it stated that first after he submitted a new password he would be able to login into his game, this link would only exist for 24 hours. Anyway, he followed the link and registered a new password so far so good we thought.

Still says “incorrect password” – this 1,5days after he setup a new one via the link submitted from Support Account Creation. Filed a new ticket with all the information +his incident nr from the hacking ticket, haven’t gotten an answer yet though. Would much appriciate if we could get one in here!

We are kind of wondering if this is normal? I mean is it supposed to take a fixed amount of time before his new password will work? How long in that case? Or did something go wrong and the servers doesn’t recognize this new password at all?

The hacking issue ticket: [incident: 120903-007815]
The currently open ticket: [incident: 120904-003149]

Hello again, im writing with my friend’s account cause mine is hacked.

I posted on the second page with this account explaining my problem and what happened. 1 day later, i still dont have answer and i’m not sure if GaileGray or other worker read it. I know that you are working hard, u are having a lot of issues in the game (its normal, its a new game and you are having huge comunity), but u said that the hacked accounts are top priority and i still dont have any kind of answer, i recieved an automatic e-mail but nothing more, so i’m not sure if you recieve the ticket neither. I’m level 80 and i was starting playing many tournaments with top players like team paradigm and thinking about doing GW2 squad in x6tence (im of x6tence) streaming it etc but i got hacked and GW2 doesnt give me any answer and i’m waiting since 2 or 3 days (i don’t remember exactly sorry) so i can’t play to the game that i bought and i cant do reviews to my website and other websites like eurogamer etc so please, i’ll be glad if you can solve the problem asap, i can give you all kind of information to prove that i’m the real owner of the account and someone hacked it, including GW1 account with my e-mail as referee, paypal, VISA, cd-key, screenshots in-game with my character or whatever you need.. i’ll assure that it’s not going to happens again.
Thanks for your help and i desire best of luck to keep working on the game, u are doing a great job.

The reference number is: 120904-005254
And the explanation of the problem is in the ticket and in the 2nd page of this post, with this account.

Sincerely,
Eric ‘Diablo’ Murillo

Hi all!

My account hacked.
My first ticket submitted august 31.
I sending 3 tickets and nothing answer…

1.120831-017452 Unresolved 08/31/2012
2.120902-011302 Unresolved 09/02/2012
3.120903-003884Unresolved 09/03/2012

Account hacked ticket: 120901-012650

“1st September ticket”

My friend’s account Illusion.5809 has been compromised and he has opened a ticket regarding the this issue (120905-002751,120903-006251, 120902-004763) since Friday 31 august 2012 and he has yet to receive any response or any information on this issue. Please help him resolve this issue as he like all of us have spent money buying this game and also enjoyed this game and it such a waste of time for him as his account has been compromised thank you.

My brother had his email changed by someone else. He sent a ticket and still no reply or if anything is being done to fix his problem getting his account back.

this is his ticket # 120905-004398

My 12 digit code for my ticket is #120831-017437 made on 8/31/2012.

My account was hacked and subsequently banned sometime between the 30th and 31st.
I had re-prioritized the ticket twice, once because I had not realized my account was tampered with until after I filed the first ticket, and a second one when the update was released stating that all the tickets from Sept 2st and prior were all answered.

9/2/2012
#120902-004546
9/5/2012
#120905-002253

Posting for a friend;

hennik: Account hacked – (The e-mail address for your Guild Wars account has been changed?), name: hennik.5317 and Reference # 120905-002689

Gray.8712:

InstantIdiocy.8126:

ArenaNet:

I think you guys should be focusing more on the people with legitimate support concerns, rather than the people who got themselves hacked for not being smart about account security. It’s the Internet, people should be used to needing good passwords and such by now.

You say you are focusing on people with hacked accounts but there are TOO MANY people with other legitimate account concerns that have been waiting for close to a week (maybe longer?) and they didn’t do something STUPID like use a lame password or give their login info to a “gold-seller” or whatever.

Why don’t you help the people who CAN’T help themselves (ie: accounts banned and no idea why!), rather than the people who DIDN’T & WON’T help themselves (ie: gullible dummies with weak passwords).

I’m very frustrated by this because my ONE guildmate hasn’t been able to play for DAYS and not because he abused an exploit or got his account hacked out of stupidity. This is now affecting MY gameplay experience because having my guildmate (best friend) in-game with me is what makes these fun for me, ever since Ultima Online.

Here are his ticket numbers:
120829-017006
120904-006137

Permalink to his previous forum post:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/first#post4180

I seriously expect you guys to give him an answer. I spent the entirety of beta convincing him how awesome this game is and how much he’s going to enjoy it – and he was enjoying it! Until he got “permabanned” and we have no idea why.

How happy do you think he is with the game now? I know I’m quickly losing my patience and my account is still functioning!

—

THIS is what your priority list should look like:

1: Legitimate account concerns (banned and don’t know why, game code not working, broken features, etc)

2: Hacked account recovery

3 – 49: ANYTHING else

50: Idiot exploit abusers getting a second chance when they don’t deserve it

---

Please start taking care of the customers who should mean the most, not the ones who whine the loudest or who can’t take care of themselves. I like ArenaNet and I like Guild Wars 2 but you guys have seriously got your priorities twisted.

Thank you.

---

http://www.instantidiocy.com/letter-to-arenanet-regarding-guild-wars-2-account-support-priorities/

Yeah real smart to get all happy with the banhammer and then woops we don’t have the support staff to cover the backlash. I love that my problem is getting put on the backburner (or hell, at this point its not even that far its still in the refrigerator) so you guys can help unban those who willingly exploited. Good job!

waiting since 31. August
120903-008262 (refrence ticket like told on support wiki.)
120831-018214 (original ticket no answer for 5 days)
first time used password….

“This account has been permanently banned for a violation of the User Agreement and/or Rules of cunduct”
Error code: 45:6:3:2114
from no-where i got this message, without any explanations.
My 2 tickes still without reply are:

120905-005373
120905-005245

I’m sure i did nothing wrong but anyway, it’s unbelivable people can get banned without any explanations or any “talk” before…

Hacked. #120831-009553 Updated 08/31/2012
Hacked Account – Ticket submitted August 31 – Ticket number 120831-009553 #120902-001289 Duplicate 09/01/2012

No reply for days now. Need to get my account unbanned it still is locked.

Hacked Account – Ticket submitted August 31 – Ticket number 120831-009553 #120904-007855 Unresolved 09/04/2012

My latest ticket about the being still permanent banned… it’s been 5 days now since I can play..

A friend received an email saying his account’s email/login had been changed and has been locked out since September 1. Obviously he did not authorize this. Any help would be greatly appreciated. Thank you !

Ticket Numbers associated:
[Incident: 120901-012629] (original ticket, Pre-September 2)
[Incident: 120901-013108]
[Incident: 120901-014939]
[Incident: 120902-008792]
[Incident: 120902-016300]

Ticket #
120830-002728

Description:
I was suspended for 3rd party program usage but I’ve never used a 3rd party program while enjoying guild wars 2. As you know, if you idle around events you can gain free exp and karma; during one such event, people stand at a warp gate spamming attacks (assumed to be done with a 3rd party application) and everything dies instantly thus awarding exp to anyone in the area.

The problem is, I am guilty of standing in the area and acquiring this free experience and karma, however, I am not guilty of achieveing this feat with a 3rd party program. I’m an Asura engineer and have the Series-7 Golem that can be placed on auto attack. If I idle with the golem on auto attack it doesn’t force me afk, so I’m not logged out. By doing so, I’ve been falsely identified by AN as using 3rd party programs and was suspended as a result.

I’d really like to think that I’m not nearly as guilty as someone who uses a 3rd party application as I’m merely utilizing a game mechanic (pardon the rhetoric). Regardless of that point, I was suspended for something that I didn’t do, if I should still be suspended for my behavior is another argument all together…

InstantIdiocy.8126:

ArenaNet:

I think you guys should be focusing more on the people with legitimate support concerns, rather than the people who got themselves hacked for not being smart about account security. It’s the Internet, people should be used to needing good passwords and such by now.

You say you are focusing on people with hacked accounts but there are TOO MANY people with other legitimate account concerns that have been waiting for close to a week (maybe longer?) and they didn’t do something STUPID like use a lame password or give their login info to a “gold-seller” or whatever.

Why don’t you help the people who CAN’T help themselves (ie: accounts banned and no idea why!), rather than the people who DIDN’T & WON’T help themselves (ie: gullible dummies with weak passwords).

I’m very frustrated by this because my ONE guildmate hasn’t been able to play for DAYS and not because he abused an exploit or got his account hacked out of stupidity. This is now affecting MY gameplay experience because having my guildmate (best friend) in-game with me is what makes these fun for me, ever since Ultima Online.

Here are his ticket numbers:
120829-017006
120904-006137

Permalink to his previous forum post:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/first#post4180

I seriously expect you guys to give him an answer. I spent the entirety of beta convincing him how awesome this game is and how much he’s going to enjoy it – and he was enjoying it! Until he got “permabanned” and we have no idea why.

How happy do you think he is with the game now? I know I’m quickly losing my patience and my account is still functioning!

—

THIS is what your priority list should look like:

1: Legitimate account concerns (banned and don’t know why, game code not working, broken features, etc)

2: Hacked account recovery

3 – 49: ANYTHING else

50: Idiot exploit abusers getting a second chance when they don’t deserve it

---

Please start taking care of the customers who should mean the most, not the ones who whine the loudest or who can’t take care of themselves. I like ArenaNet and I like Guild Wars 2 but you guys have seriously got your priorities twisted.

Thank you.

---

http://www.instantidiocy.com/letter-to-arenanet-regarding-guild-wars-2-account-support-priorities/

You make it sound as though everyone who was hacked did any number of the things you listed above, when in reality only a handful probably did. I for one didn’t give out any of my information and in order to even access the email I used it’s required to have my phone verify with a validation code. Having said that I think that what the people that were hacked fall under the category of “Legitimate Account Issues” that you stated above. Also, you think that those that were hacked CAN help themselves? That’s like saying: I was mugged and had my wallet stolen, but I can still pay for things without any form of currency…

I was one of the first post in this thread still not helped come on….

Lets do this again…. Account was hacked he took everything from me my hard work I poured into this game is gone bla bla

Ref# 120903-010740

orca.1806:

Gray.8712:

InstantIdiocy.8126:

ArenaNet:

I think you guys should be focusing more on the people with legitimate support concerns, rather than the people who got themselves hacked for not being smart about account security. It’s the Internet, people should be used to needing good passwords and such by now.

You say you are focusing on people with hacked accounts but there are TOO MANY people with other legitimate account concerns that have been waiting for close to a week (maybe longer?) and they didn’t do something STUPID like use a lame password or give their login info to a “gold-seller” or whatever.

Why don’t you help the people who CAN’T help themselves (ie: accounts banned and no idea why!), rather than the people who DIDN’T & WON’T help themselves (ie: gullible dummies with weak passwords).

I’m very frustrated by this because my ONE guildmate hasn’t been able to play for DAYS and not because he abused an exploit or got his account hacked out of stupidity. This is now affecting MY gameplay experience because having my guildmate (best friend) in-game with me is what makes these fun for me, ever since Ultima Online.

Here are his ticket numbers:
120829-017006
120904-006137

Permalink to his previous forum post:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/first#post4180

I seriously expect you guys to give him an answer. I spent the entirety of beta convincing him how awesome this game is and how much he’s going to enjoy it – and he was enjoying it! Until he got “permabanned” and we have no idea why.

How happy do you think he is with the game now? I know I’m quickly losing my patience and my account is still functioning!

—

THIS is what your priority list should look like:

1: Legitimate account concerns (banned and don’t know why, game code not working, broken features, etc)

2: Hacked account recovery

3 – 49: ANYTHING else

50: Idiot exploit abusers getting a second chance when they don’t deserve it

---

Please start taking care of the customers who should mean the most, not the ones who whine the loudest or who can’t take care of themselves. I like ArenaNet and I like Guild Wars 2 but you guys have seriously got your priorities twisted.

Thank you.

---

http://www.instantidiocy.com/letter-to-arenanet-regarding-guild-wars-2-account-support-priorities/

Yeah real smart to get all happy with the banhammer and then woops we don’t have the support staff to cover the backlash. I love that my problem is getting put on the backburner (or hell, at this point its not even that far its still in the refrigerator) so you guys can help unban those who willingly exploited. Good job!

there are more peoples hacked because the security of gw2 sucks than because of stupid passwords….

InstantIdiocy.8126:

Why don’t you help the people who CAN’T help themselves (ie: accounts banned and no idea why!), rather than the people who DIDN’T & WON’T help themselves (ie: gullible dummies with weak passwords).

And what if he himself suffered from account compromise? Does he also then fall into the “Gullible dummies with weak passwords” category? Back in the line you go, we won’t help you because you had a weak password? Your argument is flawed.

Leneya.5036:

there are more peoples hacked because the security of gw2 sucks than because of stupid passwords….

True story, No security questions? No possible phone validation? Terribly lacking if you ask me.

Gray.8712:

Leneya.5036:

there are more peoples hacked because the security of gw2 sucks than because of stupid passwords….

True story, No security questions? No possible phone validation? Terribly lacking if you ask me.

and they blame it on us without even knowing… and that email quoted up before, shows how they really think about us….

Ticket #:
120903-001561
120905-004531

Description:
I got an email authentication from someone in China, I did not click on the link to validate the access, but it seems he was able to login without it. My account is now permanently banned for a violation of the User Agreement and/or Rules of conduct.

Also, a guildmate told me that my caracter is now on Ferguson’s Crossing (instead of Jade Quarry). What will happen with the gems I bought ?

Phone verification would definitely have helped the situation, that or 6000 Support staff to sort it out within an hour :/

Dear !
My ticket about Karma Weapon Exploit still not answered, all of my friend’s account had free now, but me not : 6 days. Here is tickets :
Ticket :120831-001050
Date created: 08/30/2012
Ticket :120903-005188
Date created :09/03/2012
I hope i receive your answer asap !

I submitted a ticket 3 days ago for my account being hacked and have had no response. My ticket is “#120902-009516”

I was away for 2 days and came back to my account being permanently banned. I also logged into the gw2 site and under “security” i saw my account was logged in from another country, i think it was “CE” when usually it says “GB” for great Britain. I’m a little confused how my account could be hacked in the 1st place but its a little comforting to see im not the only one.

I now have gained access to my old email address i used to sign up for GW2 so either contact me on “jamiemuffin@hotmail.co.uk” or “sad-muffin@hotmail.com”. I’m not sure if i should post email addresses here but i dont know where else to post…

I’m looking forward to getting my account back

Skiter.3810:

I was one of the first post in this thread still not helped come on….

Lets do this again…. Account was hacked he took everything from me my hard work I poured into this game is gone bla bla

Ref# 120903-010740

I was the second reply in this thread, and still not a word. RIP all hope for any of us ever playing this game again.

001:000625:63039

Hacked account. Guild Leaders and Guild is worried..

#120905-008937

I have the collector’s edition and when I tried to register my code had a problem signing. I tried to access the NCSoft’s account and code linked to this account. So, I’ve registered my code but in a new account

On Sunday (Sept. 2) tried to access the game with the original account and I had no access because the account was linked to another email.

I think the code was not properly registered, as I can not access the account of the pre-purchase but the new one (which I have nothing).

I need to link the account of the pre-purchase with the code to retrieve my characters, previews and everything I’ve bought with real money.

Ticket 120902-006299 (Spanish).

If you need more information, please contact to me…

Thank you so much, greetings.

Support Ticket # : 120905-001061

I was logged out for awhile and relogged yesterday when I received a notification that I was banned when I tried to log in. It said I had tried to make real world money within the game which had to have been done by a hacker because I didn’t do that.

I’m willing to provide any additional proof necessary. I would just like to play the game. Thanks.

Same Issue here. I think I have the same login info for GW1 as for GW2 but I keep getting the same error when trying to link my account on the website: A server error has been encountered. Please wait a moment and try again.