Guild Wars 2

Posting for a friend as she is unable to post as her account is compromised. Submitted a ticket and the 72 hours has passed with nary a peep from Arena Net.

Ticket #120903-009253

Ticket has all the required info on it. Really want some help today as she is at her wits end with this.

If I dont have a resolution tomorrow I will just try and purchase a new copy.

Posting from a friend who´s account has been hackd, he posted a ticket 3 days ago or so. and the number was 120904-003313. hope this can speed it up alittle

120830-018172

one week gone now

thanks if you look at it

I am ticket 120828-015981.

It was submitted on 08/28/2012.

The only response has been an automated one apologizing for the delay.

Hi Gaile.

A lad on the Official Playstation forums is having trouble with his account. He cannot log into the forums here to get support apparently so I offered to post his ticket information here for him in the hope he can get something sorted out.

What follows is the information supplied to me regarding his problem….

Original Ticket/Incident number is: 120830-009375 – was submitted on 30th August

Issue: Cannot log-in as e-mail has been changed by someone that isn’t me.

Original thread where I encountered the lad having a problem…

http://community.eu.playstation.com/t5/General-Discussion/PC-Gaming-thread/m-p/16969162

Hello,

I’m writing this on behalf of my wife, she can’t login to her account ever since 9/1 and she’s filed the ticket to support about it and still doesn’t get any help from them, she’s also update her ticket to several times but still nothing back so please help or at least take a look at the ticket number

120901-013020 create on 9/1/12

Thank you

yea, 1 week here as well 120830-018172

but chargeback is stupid, would lose all hall of monument rewards + time i already invested into the game

Please answer my ticket 120829-007119, it’s been 7 days since your last answer, this is just too much, i’m banned since day 29 and I didn’t do anything.

Hacked account [Incident: 120902-007160] now 101 hours later and NO response !!!

nesphos.5124

I am using my boy’s account as i can’t even log into the web site or use the services / support ticket area.

I thought we would get an answer in 72 hours?

can some one give us at least an update?

A very patient customer.

Your GW2 Username: kemaru.9401

A detailed description of the issue that you’re experiencing: Since 08/30/2012 Banned without reason, I think my account was hack, but i’m not sure.

Any error code that you are getting: 45:6:3:2114

Since 30 of August I can’t play to Guild Wars 2.

I’m Banned without reason. I think that my account was Hacked but I don’t know because nobody answers my tickets.

Hacked Account – Ticket submitted August 30 – Ticket number 120830-009267"
120904-006554
unresolved
04/09/2012

Hacked Account – Ticket submitted August 30 – Ticket number 120830-009267"
120904-005224
unresolved
04/09/2012

Problema con mi cuenta: Baneado sin motivo
120831-020406
unresolved
31/08/2012

All of there without response…
I’m desperate

Gail….
As of 8/31 #120831-015962 titled, “Work Around?” has yet to be answered.

The error code is 11:0:2:1708
We were asked to change password. I did x2. The second time, after the fact when I couldn’t log in, the question help page came up to inform me that there was a limit on the number of letters for password. My last password was too long :/ At the time I typed it, it was accepted and said successful. It is an original password which I have yet to ever use on anything ever.

I have not been able to log into the game or my account since 8/31 nor can I reset password as it is unavailable.

Also, I deleted all but one ticket (#120904-002302) which is titled, “Hacked?!?! Since 8/31 #120831-015962.” It did receive an automated response and stated that when I put in all the info necessary that it would not remove me from my place in line. I have heard nothing else.

If I need to do something differently, please let me know. I’m not sure what is wrong with the account, so the titles have been all over the place trying to follow the wiki update directions. Thank you for your help!!

THIS IS A DIFFERENT ACCOUNT as I bought yet another account so that I could play after 3 days of no assistance.

Wait, it’s not automatic when your ban period is up?? I have 21 hours left, so when that runs out it just says 0 hours and you have to wait for someone to physically press a button to unban you? What? I better be able to get back on when it hits 0 hours alreadykitten off that I got a 3 day ban for “Inappropriate Language”.

my ticket from 03/09 for my hacked account was answered, my acc is back, so those from 03/09 wait and f5 ur emails

In this instance, ours were converted directly from permanent bans into full access — these had to be done manually. Not much to be done right now but wait.

Registered my prepurchase to the wrong email, opened a ticket 4 days ago and updated it to have all the info required so should be a fast resolution. Have a 80, have purchased gems and was making youtube videos about the game which was starting to get decent hits. Please just looking for any type of acknowledgment of when I can play again since my other email is cleared of any toons.

Going on day 7, read of people upwards of 10 still waiting. Good luck.

I’m just posting this again here to make sure it’s seen. My friends account got hacked on the 3rd of September and he is still waiting for a reply. The email was changed and he didn’t authorize any such thing. So anything the account is being used for is not him. But someone elses doing. Please help him out in getting his account back.
Ticket number – 120904-009601

Hi,

I am writing this post from my brother’s account.
My Account got hacked too. My Display name is feyerade.1342 .I wrote a Ticket on the 30.08 to the german support but never got a response. I guess my subject is the problem because it doesnt say Hacked Account. However there are no tags so i dont know how the german Support prioritizes and i cant change my suject either because theres no option. I also wrote a ticket to the english support on the 3.09 and got no response too. Please help me the situation is really frustrating : (

120830-018034 Ticket to the german support from the 30.08

120903-006779 Ticket to the english support from the 03.09

Day 7 still no response, I’m not banned or hacked (as far as I know)
I had problems with upgrading my CE pre-purcahse account with my retail serial key.
but this seems to be low on the list of things to fix as we must get exploiters accounts back up and runnign asap…

But seriously when can I expect a reply? the CE edition wasn’t exactly cheap and so far its money wasted if I can’t actually play the game.

Ticket Numbers :-120901-029131 &120828-017417

Rotn.5301:

If I dont have a resolution tomorrow I will just try and purchase a new copy.

This is the dumbest thing you could do. At least make sure you chargeback the first copy. That is what I will be doing tonight if my issue has not been resolved.

Ticket: 120831-017385

A friends Acc got blocked after changing his eMail. Ticket nr is 120901-009778. All information updated. English ticket deleted. Please solve his german ticket!

Hello,

my friend can’t login on the website and in the game for more than 6 days now, because he doesn’t receive the authentication email when he tries to login. His ticket about this has also been unanswered for more than 6 days (his ticket was created on 08/31/2012). All further information is provided in his ticket (serial number, etc):
#120831-007980

He would like you to disable authentication for his account as soon as possible so he can play again.

Has anyone who posted here in the last day been helped?

Already did all that still no answer

Hi Gaile I’m responding on behalf of my friend that he is still having login issue with the email authenticator and awaiting his ticket # to get a reply so I’m writing on here to let you know. He is just asking that the Email authenticator be removed from his account…here is his ticket #

[Incident: 120906-000288]?

Hi Gaile,

My ticket has been up for 4 days without any reply. This is regarding purchasing gems. I have also posted in the gem store thread, but again no reply.

120904-001656

Could I at least have an update as my friends have received emails and they could now buy gems.

Thanks

Removed by me as it was a comment versus specific info.

Gaile, I have a ticket from the 31st and I’ve updated it as requested but I was wondering if there seems to be no answer how long we should wait to update it again to try and get a response?
Reference #: 120831-021636 Just in case
Also please note I’m posting this from my brother’s account because I cannot access my own to log into the forums and cannot close my newest ticket.

@GaileGray

Terribly sorry to have to post this one again, but could you have a look at 120828-003070?
The heading is: “Logged out – and am banned? Error code: 45:6:3:2114”
I cannot change the heading/subject, apparently, but it should read:
“Hacked Account – ticket created 8/27 – Blocking Login – S.O.S.”
This ticket is 10 days old as of today.

Requesting escalation, asap.

Ticket number 120901029070
Your agent restored the erong account. Ive updated my resolved ticket. Please help

Kalua.1095:

Going on day 7, read of people upwards of 10 still waiting. Good luck.

Thanks, good luck to you too.

Ok, its definitely over 72 hours now. I belive my ticket, ref # 120903-004993, is properly prioritised and it was submitted on the morning of 3rd September, 4:57am. I believe I followed every piece of instruction that is given to us. Following are the details of my ticket.

- Submitted under Hacked Account Issue Type.
– Subject line says Hacked Account – <Name of Hacked Account>
– Serial Code
– Name of Hacked Account
– New Secure Email Address (to which the account should be linked now)
– Game Display Name
– Character Names
– Description of the Issue.

To my knowledge this is all that support is asking us to mention in our ticket to properly prioritise it.

Gaile can you please take a look at this post and let me know if I am missing something, because if I am, then I can’t figure it out. Otherwise can we please expedite the process, its been too long. Hacked account issues should be resolved in no more than a day, ofcourse, item restoration takes time but player should be able to get back in the game within a day. This is how it is, with all other MMOs.

Thanks

sorry for this bump, but I’m getting a bit desperate. And I’d just like some sort of reaction,
anything..

i bought game on9/1/12 also and still have not got to login!!!!!

JesseAs.5137:

My ticket ref is #120901-010514

I’ve been waiting and waiting and haven’t had any reaction yet. My ticket should be prioritized because it got hacked and banned for something I didn’t do. I do still have my account and imidiately changed my password after this happened.

I also read some where that they resolved the tickets to those which are made on 9/03. So why isn’t my ticket resolved which is made on 9/01

Hope you guys can help me, and I understand you work around the clock to resolve this for not only me but hundreds of people.

This probably will make you feel better. I filled an issue about my hacked account at 08/31/2012 8 am est. Until today, I am still unable to log in

I am posting on the behalf of a friend.

Account: Fooly.6174
Serial Code: In ticket
Name of Hacked Account: Email address in ticket
New secure email Address: Email address in ticket
Game Display Name: Fooly.6174
Character Names: White Zetsuu

Seriously it’s getting very frustrating for everyone with hacked accounts not being able to even log in, my friend Rivion.2374 opened a ticket number 120903-012058 and he’s been waiting for over 72 hours for support team to just reset his account name frongarde@hotmail.com to its old self because the hacker changed it… nothing more nothing less, I don’t understand, how’s that “complicated” to solve for the support team… This not only effects hacked players but also people that enjoy themselves by playing with their friends, which they can’t do, not to mention its unhealthy for the company aswell having this many players unable to enjoy the game going around other websites and forums spreading the word that the game doesnt have a good costumer service since they bought the game but can’t play it… come on guys just solve this issue already I’m sure there’s many people who got hacked judging by the posts on facebook swarming like bees after you’ve hit their hive… but still, it’s taking too long there’s people that have been unable to log in for weeks…

My account was banned due to some people from China getting in and doing who knows what.

I would greatly appreciate if you could forward this to someone as I have been waiting for the last 7 days, and would love to be able to play now more than ever.

I have already changed my email and password and just need to be unbanned,

My tickets are:
120831-021599
120902-001379
120905-005822

I have three as there has been some confusion of how to go about updating the old tickets.

Please please help. Thank you!

hi this is an ongoing issue from AUG 30. please help me.

120831-011270

and does anyone know if updating a question bumps your ticket even further back in the Queue?

My account was banned for unknown reason and I’ve been waiting for an response on my ticket for more than a week.
ticket nr: 120902-006491
Plz help!

120901-003115

This ticket my friend submit is from august 31 and still no answer

[Incident:120905-001631]

Once again

I am posting this for a friend, since he cannot log in to post. He states “Reference Number: 120904-000717, GW2 Username: Yrogerg.7902. I have been hacked since 09/03/2012 and had my password changed. So it goes without saying that when I attempt to log in to my account I am unable to do so. I received 2 emails saying that the password has been reset and that a login attempt in China was detected.” If you could please expedite the correction for his account that would be great.

I have closed off my duplicate jobs – please refer to job ref#120901-000502

Please attend to this asap, it has been almost a week… I am soooo frustrated at your support team at present, so frustrated of waiting, frustrated at the lack of feedback.

I’m using my friends account to submit this.

Dear support team

I’ve tried several different methods to get any sort of response in regards to my guild wars 2 account being hacked now over 6 days ago. I’ve followed all the instructions I could find, and every time it has gotten me nowhere. I like many others have realised that my subject line is what is most likely causing the issue. Unfortunately I cannot edit my subject line and must continue to wait for some sort of response.

One of the most frustrating parts of my support experience with your team is that I actually received a response from one of your members a few days ago however the response given to me was nearly a carbon copy of what I was given in an automated response when I first submitted my ticket (which had the requested details in it already if they bothered to read it).

So as you can see, I’ve been waiting as patiently as I could however now that my request is coming up to a week old I find myself losing all of my remaining patience and seeking assistance in any way I can possibly find it

I more than respect the fact that you are busy, however seeing your game updates highlighting the fact that you have completed work on all tickets sent in before 72 hours old… I would very much appreciate someone to help me.

After the lack of any sort of communication which would even indicate that somebody actually cares one iota about what I am requesting I find myself with little other avenue to approach.

Please understand I am a passionate fan of your franchise and this new game and would just like nothing more than to re-enter the game and once again become a contributing factor to this amazing community that you have created.

Thank you very much for taking the time to read through this, if you are able to do anything from your end I would be extremely grateful.

My ticket reference number is as follows:

120901-000739

Ticked for hacked account submitted on: 08/31/2012

Regards

A very frustrated customer

Hi Gaile my friend still hasnt had his ticket resolved about his hacked account since the 29th of august and is now confused about all different things its said to do, he still has his original ticket open reference: 120829-007642

He also has a newer ticket linking to the original ticket with reference: 120902-001268

I’ve closed my duplicate support requests regarding my hacked account.

Original ticket is still open and unresolved.

Ticket Ref#120901-000502

Any ideas on when this will be attended to?

I am posting on behalf of my friend again. He still has not received a response to his ticket. His account email/account name got changed by a hacker and can no longer access it or the forums. It has been several days now and is becoming extremely frustrated with the situation and considering abandoning the game and seeking a refund if he does not get a response soon. He only got to play about 1 hour and his character was only level 3 when he lost control of the account.

Name: Cheaptricks.2546
Ticket #: 120904-010157