Guild Wars 2

Heya!

Wondering if you can help. My friends account (CaptainVanguard) has been hacked (and myself and him also suspect his email linked to the account as well). I’ve advised him to make a new email and send a ticket (which he has) and he’s currently waiting on a reply.

Before this happened, he recieved emails to his email adresss (linked to his account) that had not been sent by him..they were responses to a ticket which he had not sent by him.

This morning (about 12am gmt) i watched someone active on his account (the character was in rata sum), i can confirm that this was not him or any family member as he was currently asleep and not on his computer.

We also suspect that the hacker is trying to gain access to his bank details through gw2.

Please help!

Many Thanks!

Only option is to wait for support to respond to your friend on his new email.

And sorting everything will take time because it seems like they will need to look into ownership of the account. This because you say there was a ticket your friend did not submit himself.

If your friends ticket is 5 days or older (support is very busy) the number can be posted in the sticky for tickets up for review, here!
Till then there is no use posting here because only support can help.

He needs to do a security scan on his computer. This includes looking for any keyloggers. Once he is sure his computer is clean then he can change the password on his email. Once that is done, if he has the serial number he can change the password and lock them out. If he doesn’t have IP authorization, he needs to set that up.

Once he has his account back and it is secure, with IP authorization to back it up then he can work on getting his one time only account restoration (a rollback of the account to a point before the hack). I’m afraid that he has permanently lost any items in his guild bank. Those are not recoverable using the account restoration.

First off all, you can’t get access to someones bank details through GW2, though it might be possible to buy gems (not sure. I don’t have a creditcard and bought my gems with pre-paid gemcards). Any issues and concerns with a bankaccount should be reported to the bank involved. Cause rl money is more important I urge you that your friend calls his bank asap if there is any doubt. Most banks ahve a 24/7 service for these kind of concerns.

As for the GW2 account issues. Your friend did the right thing and is on the good track. He needs to wait for support to handle things. Keep in mind that if the hacker also made a support ticket, that support has to verify ownership, cause there are two people claiming to be the owner. It is very important they don’t make mistakes there, so understand this can take time.

While you wait for support I would recommend doing a deep security check on his computers. Specially look for things like keyloggers.

Off topic

It’s uncanny how alike we all think and have bits to add the other forgets!

My friend is has his account back. Thanks for the help I’ll let him know about the account rollback ^^

On behalf of everyone that helped Doodleimp I would like to thank you all, it was difficult to say the least to get this account back.

Its taken a hit, but I think I can manage, although I’ve already filed a ticket to hopefully replace lost items.

Thank you once again for all the support, it goes to show there can be good people in the community.