Guild Wars 2

In the interest of not sounding too foaming-at-the-mouth annoyed, let me just toss up a timeline/summary of events before going into my question:

• January 10th, 2015: my friend falls for a phishing scam (the ones you get through in-game mail) and submits all of their information to the scammers. I tell them to change their passwords, contact CS, tell them exactly what happened, and request their login email be changed. At this point CS should know my friend’s serial number has been compromised.

• About a week later CS contacts my friend to inform them they haven’t seen anyone else try to access their account and to contact them again if something does happen. They don’t change the login email, much less offer to change the serial number.

• Two week after that someone logs into my friend’s account and changes the password, but they do not empty out the guild banks. CS restores access, finally changes the email as requested almost a month ago, and performs a rollback. I post here regarding this issue and find out you can request to have the serial number changed as well, so I suggest to my friend they ask for that to be changed as well. Assuming my friend followed this suggestion (no reason not to, since they’re already more than a little freaked out by the intrusion), there should be a ticket with a serial number change request at this point.

• Around late Feb to early March the hijackers regain access to my friend’s account using the serial code and all the compromised information to convince CS they’re actually my friend. They empty out every guild bank they’re in, sell everything, salvage anything that can’t be sold, destroy the rest.

• CS doesn’t get back to my friend until the end of April, only after I post the ticket number on their behalf in the old tickets thread. They issue a new serial number (which they admit was used to gain access, it wasn’t a trojan), restore access, but inform my friend they cannot perform a second rollback.

So here’s my question: would this be grounds for an exception to get a second rollback, given it could have been avoided if CS issued a new serial code earlier (either upon learning the number was compromised or when it was requested)?

Edit: edited to remove what turned out to sound like an appeal. This is purely intended to be a question on whether or not my friend actually has grounds to make an appeal for a second rollback.

Your friend, and only your friend will need to discuss the issue with the CS Team. You might consider reading the forum rules.

You can, however, post the ticket number in the Sticky for review.

Good luck.

Inculpatus cedo.9234:

Your friend, and only your friend will need to discuss the issue with the CS Team. You might consider reading the forum rules.

You can, however, post the ticket number in the Sticky for review.

Good luck.

Yeah, I drifted into appeals territory there. Fixed, but question still stands. I’m not privy to the details of my friend’s discussion with CS, but at this point they’re just too fed up with the entire process and are about to quit, so I’m hoping to get some sort of good news to keep them going.

Would being stupid and falling for an obvious phising attempt be ground for a second rollback?

No.

There is a reason why there is a limit to one rollback per account. Suddenly allowing people multiple in certain situation is not a good idea.

The CS Team occasionally allows multiple Account Restorations. As stated above, your friend needs to continue to discuss the issue with the CS Team. Sometimes, it takes a few emails back and forth. There is always a chance until a final determination is given and the ticket is closed permanently.

Good luck.