Guild Wars 2

Hi,
A friend of mine was recently hacked and lost all her Items / armor / gold.
I though she had been hacked, even before she told me, as she was logged in at a time when she would normally be sounds asleep (different time zones).
She sent in a tickets, and did get her account reset, BUT she logged in with her old password and found that she couldn’t change it. She sent in a ticket about that, but, in the mean time, the hacker struck again and she lost her stuff again. I don’t even think she had that much stuff. She mainly WvWs. I do know she had 4 set’s of exo armor- one T3 Human armor and another with Profain skin? (Gem armor).
She waiting till she could change her password, then asked for a reset now she can protect the account, but she is told that only one reset is allowed?

I think she is disheartened enough to stop playing.. and that would be a real shame in my eyes. Is there someway this can be reviewed?

(I am lacking some details.. but I’m just trying to help a friend in the game…)

just today i found out that my accound was hacked, my accound was lock and when i unlock my accound, i log in the game and all my jams and gold was gone and the person who hacked me sell all my armor… ive been busy these days so i dont login much, last time i log in was find and it was 8/18th please i need help about my accound

You should create a support ticket. Anet a usually fairly fast at doing these things. Just make sure, if it’s reset, that you get the password changed at the same time.. if not before… then you shouldn’t find yourself in my friends position…

As far as I know they only do one rollback after getting hacked.

I would have though, as part of a rollback, that they would have reset the password at the same time. It seems this didn’t happen, and the hackers took advantage of this.
If she had reset her password to her old one, I’d say, well.. bad choice, but as she could change it, and submitted a ticket about being unable to change… I’d think a rollback, now that she can protect her account would be warrented?