Guild Wars 2

Your Recently Submitted Questions
Help with password reset 120907-004743 Duplicate 09/07/2012
Access Restored 120830-012231 Closed 08/30/2012

The 08/30 ticket was closed even though I replied that the new password I was sent gives me an invalid password error.

My second ticket to try and get the password reset got closed as duplicate, even though I only made the ticket after I got the mail my account problems had been “resolved”. Please check with your customers wether tickets have really been resolved before closing them. We like being taken seriously. I really feel I’m being ignored because you have my money and don’t need anything else from me.

It’s been 6 days since I heard anything and all I need is a simple password reset.

Vvarg.6549

Saw this on reddit, needs your attention:

http://www.reddit.com/r/Guildwars2/comments/zrri8/my_abysmal_support_experience/

Ticket Number: 120904-010727

Posting for my wife, account hacked and email changed 5 days ago with no response as of yet from Arena Net. Ticket number is 120907-008310

So of 9/6/2012 my account was hacked and my email was changed. Went through hell to get my account back. Now I have it back but my account is blocked because somebody hacked it. All I need is my account unblocked so that I can actually play the game. Ticket # 120906-011164

I’m posting on the behalf of my friend who had his account hacked and password changed last week. He submitted a ticket on 9/6 about his account getting hacked. He got an automated message with instructions on how to reset his password. The only problem is that he never received his serial number for his digital purchase from NCSoft. He requires that serial number to reset his password. My friend eventually got a reply, however, it was clear the service representative didn’t read the ticket as he also requested a serial number to reset the password. My friend updated the ticket to indicate, once again, that he didn’t have access to his serial key. He never got a response after that. The ticket number is 120906-009217. He either needs his serial key resent or to have his account password reset without a serial key.

I opened a ticket (120828-007381) on 28/08/2012 about my issue and it has not been resolved.

Ticket #120825-024595, 19-day-old ticket. Please help.

ticket no. 120911-001297

Please help….my first ticket was on 9/9….still no reponse…

Been waiting for 7 days.

120905-007504
120910-007140
120905-007688

Please give me my GW1 back, AND link it to my GW2 please.
It’s seriously annoying i had to create a 2nd account for this.
Now i wont get my Hall of Monuments items.

120908-001445
I am using a friend’s account to post this as I had my account e-mail stolen a week ago.
Ticket submitted last Friday and please excuse my rant(it was late and I was tired) but I really just want my two accounts back(Gw2 and Gw1, shared emails)
duplicate tickets:
120908-004448
120910-000917
Thanks in advance-

Ticket – 120828-001969

I opened the ticket during headstart, was a moron and didn’t reply to the initial e-mail that said “You need to reply other wise we’ll consider your issue resolved”. That slowed me down a little, but after I did reply to that e-mail, I had some back and forth. The last update I had was support requesting information from me. I provided said information, then heard nothing since September 6th. Logged in to the support site last night to see my ticket marked as “Closed” with no update from customer support and no message stating why it had been closed. Confirmed my issue still exists and updated the ticket again asking for clarification. I’ve refrained from posting on the forums thus far as I had been making slow but steady progress. After the ticket was randomly closed, I feel I need to get some more eyes on the issue.

Thanks.

Friend of mine has been waiting 12 days now for his issue to be resolved. He got an email that said that they reset his password and he should now be able to login, however the account is still banned!! Please help.

120905-005360

Hello Arenanet,

I have sended a ticket about my account (Whzabii#1937) that got hacked 4 days ago and I haven’t got any reply!

Please block my account or recover it, because someone is abusing my account at the moment.

Kind regards,
Tim de Bruijn

P.S This is my friends account who’s letting me post this on his account.

ticket: #120910-003180

Hi there,

been hacked on 9/4 (#120904-008055) access “restored” on 9/9 but the account had been banned meanwhile. Had updated my ticket right away but no answer from support till now.

regards

Is ticket #120826-004269 being looked at? My friend has been unable to play since 2nd day of headstart, ticket was recently deleted and it appears Customer Support removed/changed his e-mail address/password without his consent or telling him what the new password was. Now he can no longer log into the NCSoft website.

We need to know what’s happening with this. It’s been 2 1/2 weeks without getting any actual help.

And I apologize, Gaile, if this comes off as an abrasive post, but you can imagine how stressful this is for the account holder. Tell us what’s going on with it!

https://forum-en.gw2archive.eu/forum/support/account/Hacked-Account-ticket-Please-respond

still need an update on this matter!

ticket: 120905-000663

This ticket has been on the books since 08/22/12. I’ve had one response from a human that needed some information on 08/31/12. I responded within an hour and a half. No word since. Now going on 12 more days since a response. 22 full days of this issue.

Reference number: 120823-000375

Edit: This post is from my other account in question. All is detailed in the ticket.

I just got my own account restored. I did use a unique e-mail address and unique password, and my account was still compromised.
How it is possible, I don’t know.

I changed it again, and this time made both so unique and impossible to remember that I had to print both out in order to know what they are.

Re posting for my wife who still can’t login. We received and email from GM Roland stating “Access Restored” and providing here with a temp password to login to her account. However the password does not work and the Password reset option does not work either. her original Ticket number was Ticket number 120907-008310

need some1 to look in to this ticket days just keeps ticking with no help.

ticket: 120905-000663

Incident # 120903-001548 has been open since September 2. As of today, that is 10 days.

On September 2, via an order # I would rather not post here (but which I did provide in the report), I bought 4000 gems. I then logged. I was not able to log on again, as my account was hacked.

My account was returned to me on September 7, 5 days ago. On that date, I provided the order number for the gems and asked to have them reimbursed—or credited back to my credit card so I could buy them again.

I have not heard anything since, and it has been 5 days.

I could dispute the charge, but that would make no sense, as I’d just want to buy gems again. Also, I would like to know that Arena Net is going to support its legitimate customers before I pay any more money to it.

Here, Arena Net didn’t lose anything at all, as it already has been paid for the gems, and the gems reside/resided on its servers. I am the only person who has suffered, and respectfully I ask to be reimbursed.

Thank you.

Posting on behalf of my boyfriend who’s account was hacked on Saturday night and still hasn’t heard anything.

Guild Wars 2 Account Hacked [Incident: 120909-003222]?

(In reply to Vanadiel)
Only way that could still happen is a key logger or something that is capturing your information while remaining undetected.

There is no key logger on my system. Otherwise my accounts with other games would have been compromised also.
I never had an account compromised in the past 10 years, and I do not understand how they were able to retrieve both pieces of information.

Many thanks, my friend just got his account returned! 5 days before they kicked out the hacker but at least its now back in the correct hands. Keep up the good work

Posting on behalf of a friend who cannot access his account based on the fact the hacker changed his email. Been 5 days so giving this a shot.

Ticket – 120909-000153

-Thanks

[Incident: 120905-000334]

WOOT! Created a ticket on 9/4 at about 3pm PST, and here we are 9/12 at about 3pm PST still unresolved.

I will say that a nice GM gave me hope when he asked for more information 2 days ago. I promptly replied and now I’m settling in for a few more weeks before I get to play the game that I’ve been unable to play almost as long as I’ve played.

Just one question: If arena.net is not in the wrong AT ALL with the way they set things up. And they don’t admit having the worst [also read as non-existent] verification security in the world. How then did some ‘Chinese’ hacker log in and change my account email and name (which from the looks of it took all of 5min) so easily, but the incompetent service provider takes over 8 days to change it back?

Before people point fingers at me and claim that I’m the dude who used some kind of 1234password password, I will admit that I have used my old (hacked) GW2 password and email for another game in the past. What game you may ask? Guild Wars, yes… the first one. So unless it was Arena-net’s database that was hacked, this password/email combo has only been involved with one other game. Their previous game.

I would love to play by this weekend end but to be honest I can’t hold my breath that long(weak lungs). I got a business trip starting Monday next week and ending on Friday, so don’t fret Arena-net, you’ve got a whole extra week to try and figure out how the tide comes in and goes out.

I’ve been patient, I’ve been irate. Now I’m just amused, simply because Arena-net seems to believe that they’ve done nothing wrong and are just trying to fix other peoples problems.

Posting this for my friend who has had a ticket open for OVER A WEEK.

My current CS ticket which has gotten the 2 useless responses:
Reference #: 120906-001074

(provided all the needed info)

Side Note: The person who hacked he account has been logged in for almost 24 hours now… =/

Ok it’s been 5 day since I submitted the ticket and 9 days since i have been able to log in
Ticket number is 120907-005946
handle zhaunil.6152 only information missing in the ticket is character name. I really like to access my account.
Also another tip is may be let blocked account access the forums so we don’t have to get on other accounts to post

Husband Kreivi.7604 got hacked.
120907-004368 is now 5 days old. Heelp.

Thanks.

I’ve been defrauded for 280 dollars using my saved credit card info on my hacked account with no reply in over five days. This is my friend’s account, since I cannot post on my own because the hackers changed my email (with no confirmation from me).

Ticket number 120908-000014

Related:

http://www.reddit.com/r/Guildwars2/comments/zj58o/not_just_another_hacked_account_post_i_was_just/

I’ve been defrauded for 280 dollars using my saved credit card info on my hacked account with no reply in over five days. This is my friend’s account, since I cannot post on my own because the hackers changed my email (with no confirmation from me).

Ticket number 120908-000014

Related:

http://www.reddit.com/r/Guildwars2/comments/zj58o/not_just_another_hacked_account_post_i_was_just/

Waiting almost 12 days now to have my Collector’s Edition code moved to my head start/beta account. Ticket Number 120901-009025

Help! my Husband’s (zenorau.4927) account got hacked on September 8th, Last time he was physically online with his character was at 2.30am EST.
Ticket Ref# 120908-005767

And if at all possible..can his account be suspended till it gets resolved. I see the hacker online almost all day. T_T

My roommates account was hacked on 9/8/12 and a ticket was submitted. The automated response did not address the hacking, thus we replied to clarify the issue. It has been 5 days and we have not had a response. The email and the password were changed on the account.

Ticket # 120908-005082

Any idea what the turnaround time is on a ticket once it get to the billing support team? My ticket was in “waiting” yesterday and today it looks like they just updated the subject of it to reflect the type of issue it is… it is currently in “updated” but that is because I sent an email requesting an update…

I’m posting from my cousin’s account. I was hacked since the 31st and submitted a ticket on the 1st and have yet to have any type of real help aside from the usual. I did receive “help” in the form of linking GW to GW2, which I’m not sure how that has anything to do with my hacking issue. I’m lead to believe that because the subject was changed is why it has gone unnoticed for almost 12 days now. Friends and family have told me they’ve seen the hacker participating in WvW. Please help!

Subject: Guild Wars 2 Link/Unlink – Info Requested
Reference# 120901-018289
Date Created: 09/01/2012
Display Name: KaeC.4862

can you please check on 120909-001348 my brother has been waiting for more then 5 days and the hacker keeps logging on playing or stripping his guys

Hey Gaile, I was wondering how you picked which tickets to help, I don’t think your list may be all-inclusive of the accounts helped, however from that list I found multiple people who’s tickets are not only younger then mine, but who posted to this thread after I did. Just wondering how things get prioritized that’s all
thanks for all your hard work helping us in trouble out!
-Riptidemage

Hey Gaile,

I got my account restored after it being hacked five days ago. I really appreciate all the hard work you and the staff have put in dealing with this crisis. I am able to login to the world screen but I cannot get into the actual game because “another client is open”. I suspect the hacker is still on my account. Is there a way to insta-boot him or do I have to wait for him to log off?

update: the fool logged off and now I am enjoying my account once again. Hurray to the staff!

Saw the announcement that just went up, does that mean my issue will be addressed some time after the maint is completed?

GaileGray.9587:

120905-007504, 120910-007140, 120905-007688 Referred to Guild Wars 1 Team

Gaile, can you please refer my ticket (120903-013436) to the Guild Wars 1 Team when you are able to address it? This is mainly because I am unable to access that account.

Thank you and I appreciate the work you are doing.

Hi, my account was hacked on 09/06. I sent an email to support on 09/08 and today received a response saying that there is no account linked to my email address.

The issue that I am having is that when I try to log in, i get the message:
“We have detected that your account may have been accessed by an unauthorized individual. FOr your security, further access to the account has been suspended until this matter can be resolved. To restore access to this account, please contact Support and one of our representatives will assist you”

And cannot log into my account to play.