Guild Wars 2

Please, for the love of Balthazar, if you didn’t create a brand new email account and create a unique password associated only for Guild Wars 2, do it.

A member of our guildwars2forum who had his account hacked a week ago, and hasn’t heard anything yet:

Ticker #120904-004723

Please let me know what I can tell him.

ferinkmb.5690:

Please, for the love of Balthazar, if you didn’t create a brand new email account and create a unique password associated only for Guild Wars 2, do it.

Well should be enough change pass for my mails and GW2 acc also dooing full scan of computer… last way is reinstalling computer:)

[Incident: 120911-006038]? – i was on holiday and recived the email saying that i had changed my account password and email but i wasnt there! using my brothers account to type this as i cant log into anything please help!!!!

GaileGray.9587:

Saywaat.5871:

Seriously… get hacked then wait 8 days to get account restored after mailing back and forth 4 times.

Logg in play 2 hours, go to work 10hours get home and logg in seeing Account is suspended.

So this means 8 days more of wating?

Yes i have changed password etc..

Assuming you updated your ticket or submitted a new one, what is your 12-digit incident number?

GaileGray by asking for ticket number i was assuming it would be looked in too?, or should i just go to sleep and tell my friends i wont be playing with them tonight either?

On behalf of my brother, hacked account, changed email address.
Five days queue.
Reference #
120907-004284

This is a ticket regarding a compromised account – email/account name was changed.

We’re looking for confirmation this ticket is still being address for a friend of mine after he has already had customer service look into his ticket but not fix the issue. Not entirely sure what’s going on at this point.

He has created an entirely new email account to transfer over to once this gets resolved so he doesn’t have to deal with this again.

I got an email saying my email was changed on the 29th or 30th, right before I left for vacation. I contacted support on the 2nd, got my account access back on the 7th but still not able to play because I am still banned from the hacker using my account. Can you please remove the ban? Shouldn’t that have been done when the account was returned to me?Thank you for taking the time to move my post can you please remove the ban? Thanks!
120902-016796

120828-006042

I submitted this ticket on the 28th of August, it has still not been resolved.

I received an error message when trying to add my CE key to my account, I’ve been able to play the game but I do not have my bonus items or the Mistfire Wolf skill.

I know this isn’t high priority compared to people unable to access the game, but I’d at least like something beyond a copy pasted response that doesn’t help me at all.

120902-014428

Trying to recover Guild Wars 1 account from a few years back. Received a request for more info on 9/5. I answered, but I have received no contact since.

Account compromised, email/account name changed. Friend cannot access his account.

Ticket #: 120906-009358

GaileGray.9587:

DABhand.2079:

Please take note that my last update to the ticket was not a threat in a way to escalate the ticket, but was my right to do so and ask for a full refund.

I’m sorry for the issues that you’re experienced, and we will do that for you. Please go ahead and continue your conversation with Support and they will make that refund happen, if that is your desire.

I would like this to be top priority now as I am no way willing to wait a day or two per reply.

I feel ArenaNet’s last response was a chance to try and throw me to the side without a refund, I have replied in the reason why ArenaNet has to pay but again as said I am not waiting a day or two for a reply.

I would like this dealt with NOW. I have waited long enough.

But thanks Gaile for initially escalating it for me or else it would have sat there for weeks no doubt.

So is this actually going to be addressed or not?

I’m posting this on behalf of my friend, he cannot log-in to the forum since the hacker changed his e-mail/account name.

Support Ticket: 120907-000794
Display Name: Cinister.8652
On 9/6, he got a notification from someone changed his e-mail address, so he cannot log in to the game or to the forum.
He responded to the auto-form for more info. Ticket was replied to (9/07) by “Lance”, info provided (https://account.guildwars2.com/recovery) did not work.
My friend updated the ticket accordingly, no response since. Never got the ‘mass email’ that was sent out on the 10th either. He is waiting for 5 days now.

Friend’s account was changed, so I am posting for him.

“My account was hacked, and the account name changed to something else, that of which I don’t know. I received an email from ArenaNet stating that my email address associated with my guild wars account was changed. I obviously did not request for the change. I promptly submitted a ticket Reference# 120906-008895. I heard back the next day with what I assume is an automated message at 5:08 PM. I have yet to receive any further contact. Here is the info I have provided in my ticket.”

Ticket Number: 120906-008895
Display Name: Zanerkin.5410
Original Email Account: {Omitted, available upon request}
Character Names
Serial Number

Please let me know. Thank you.

Edit: Date of event was 6 Sep 2012

120907-007982
5 days old today

My ticket is 10 days old today. It has been closed at least once with no actual replies.

120901-015507

I have been trying to make a character using a name that I, and only I, have used for years. I am absolutely sure that nobody else has this name in reserve nor is it in use. I do not wish to post the name here but it is in the ticket. Whenever I try to make this character I get the error 1061:4:18:193:101 saying it has been reserved. I’m pretty sure this character exists on my linked Guild Wars account; however, I can not check because Guild Wars won’t let me log in. And in the event it is on my other account Yuri909@ncsoft… that account won’t let me log in either. Realistically this shouldn’t be a problem either way because the game has been out for almost a month…

ticket is 120908-006064
character name is raviin

i’m a friend of his, he told me to post here to hopefully get priority apparently? he got hacked 4 days ago soon to be 5, i know it says wait 5 but i’m hoping its not that big of a deal, our whole guild reporting him for botting, hes been on the past 48+ hours botting, please help!

I received an email by your service, saying the support update fixed many problems. obviously it did not de-ban my account. Please see to my ticket: 120906-005377

Bump, must be over 15.

It has been nearly two weeks since my account was hacked and my money stolen and I have received no help with it at all. My Questions go unanswered and I keep updating asking what is happening and get nothing back. Is there a support team? or is it a lie? cause I am gettingkitten off that I have not been helped one bit…

ticket 120907-001313

I am posting on behalf of my friend who had his account hacked more than 5 days ago. The ticket was created 09/06/2012 at 12:14 PM. The user that gained access to his account went in and changed the associated e-mail address/account name thus no longer having access to the account at all.

Display Name: funkwumasta.5701
Ticket Number: 120906-008186

I also never received any email about the issue as I seen other people get in my inbox or junk mail.

Gaile,

I posted this about a page ago, and have since read your updates on resolved tickets. It seems that you guys are taking care of some of the older ones first, but this last batch jumps right on past tickets created on September 3rd. Any chance on an ETA when you guys may start looking at those?

Hacked Account
8 Days and Counting

Ticket Number: 120903-012118

Username:Brutis.5372
Ticket #:120907-008529

Subject Reference # Status Date Created
Serial Issue 120829-002365 Updated 08/28/2012

This ticket is raised for Tristan.9653 my primary account. See the topic link below for a description of my issue as well as the multiple updates on the ticket I made in order to help improve my chances of a response from support.

I am sitting at 16 days now of waiting with nothing but automated responses.
I am still patient and by no means ungruntled. After all the mistake was my own borne out of excitement, confusion and miscommunication. I would love my account back. I miss my char and I miss exploring your world. Most of all I miss my 50/50 + Gwamm Achievements that I worked so hard to get for the very reason of carrying over into Gws 2.

Posted info in this topic:
https://forum-en.gw2archive.eu/forum/support/account/Linking-Issues-Questions-merged/page/2#post18032

Thanks in advance for any assistance or responses.

Ticket 120825-025535, submitted 25 August. Not a high priority, but it is very old, and other folks seem to have been helped on it (deleted CE items on a deleted character).

Thanks again.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.

Just an update. I still have not received any emails, other than the one offering me the Digital Deluxe edition, which, while humorous given the circumstances, I declined. Is there a way to get confirmation that my ticket from 09/01/12 is in the pipe for resolution soon?

edit: 120901-005179 is the ticket. This post got moved from my original in the general population.

Can I get some kind of acknowledgement that this is actually going to be fixed and that the fact that it’s now marked “Access Restored” won’t get in the way?

Edit: Since this was moved, here’s the ticket number:120830-008691

GaileGray.9587:

A few more for today:

120902-011084 This has been routed to the team that can assist you.
…

Thank you for the update; I will add that to the status.

I would love to say my brothers issues is fixed. been 5 days now. he cant log into the forum becasue his email was changed. also i have seen his account online and the hacker is playing it. and got him a few levels. please take a look at these tickets and help him out.

1st ticket 9/6/12 120906-008535
9/8/12 120909-001348
update but nothing 9/9/12 120909-005216

Hi there,

Been more then 5 days, and still no update.

Ticket number:
[Incident: 120907-005941]

Thank you.

I am posting for my brother. His account has been hacked and email has been changed. He has received no response since day submitted.

Ticket: 120907-007801 (original ticket:120905-009093 (closed when he opened the ‘hacked account’ prioritized ticket.))
display name: Capnloc.6278

Please address this as soon as possible, My two brothers and I bought three copies to play with each other and cannot do so till this problem is solved. Thank you for your time.

120908-005058

Account permanently banned for “gold selling” after it was hacked…still waiting…

Can we get a status update on #120826-004269? Or, when can we expect one?

Posting for friend who is out of town. I really want to play with my roommate again =/
120907-003858
5 days as of now IIRC
Thanks for your time

GaileGray.9587:

Terexyntl.3281:

GaileGray.9587:

A few more for today:

120902-011084 This has been routed to the team that can assist you.
…

Thank you for the update; I will add that to the status.

I wish I had been able to say “resolved” but it requires one more step.

So do I, so do I Good to know we are one step away, though. Wifey is frowning less at me now :P

Ok, that’s my 5 days up for a hacked account.

I received 2 emails, one on the 27th august and one on the 28th stating “Somebody (hopefully you!) asked to reset the password on your Guild Wars account.” which went on to say “If you did not request to reset your password, you can ignore this email and no changes will be made to your account.” so I done nothing about it. A few days later, I’m banned. I’ve not even had a courtesy email saying my ticket has been escalated.

[Incident:120909-000840]

This ticket turns 5 days old in a few hours, so it’s close enough.

[Display Name: rekohunter.3659]
[Incident: 120908-005311]

This is my friend’s ticket and account name, since he can’t login to his account to ask for assistance himself. He has been very patient and at the very least wants some kind of human response. It would be greatly appreciated if you could look into his ticket soon.

Thanks Anet. I know your support team must be stretched thin, but it’s appreciated.

Support Ticket: Incident: 120902-005230
Display Name: Zelara Faye Zentraedi.7329

Hi, I am reporting regarding my other account is that still pending. I have received replies from GM Mourdyth and GM Brandon that I am able to login to my GW2 account, and while that is true, I am unable to proceed any further in the game as I keep seeing the message that the Grace period is over and that I have to enter my retail code to continue playing, but the affected account is a Digital Deluxe account, so I do not have a retail code. Furthermore, I tried to login to the forum with that account but it keeps saying error, I do not have access, but I can login to the Account Management page. Although I am still able to play this game on this account, but I would still like this issue to be addressed. Please look into this as soon as you can. In my email reply, I have also attached my proof of purchase that my other account is a Digital Deluxe purchase.

Edited: Added my Display Name

Ticket: 120830-000500
Still waiting to have a correctly linked GW1 account.
Ticket: 120831-021047
This is never received a response, and is an attempt to regain access to a NCSoft master account. I’m not even sure what is in said account, but I was attempting to look there for the GW1 issue.

I did not receive the “is this still an issue?” email on either of these tickets.

120829-001864

I accidentally created a newer account instead of inputting it into my BWE/Headstart account. Created this ticket on August 28th. All info that is needed is posted in the update.

Thanks in advance

you can keep the account as i’m now pursueing a refund as to many people affected and now stories of people getting account back then hacked again is just so bad(your security is awful)

120908-002688 (still unanswered) Akuzio.9714

Having to write this from my wifes account as i’m yet another player that has been hacked due to poor security of ncsoft and arenanet. Firstly i have to say i can’t believe how easy it is for a hacker to change my email address without me having to confirm anything by email at least. I first noticed my account was hacked 4 days ago and reported it and received an auto response to recover my account (hard to do that when hacker has changed my email) so i then made a ticket and 2 days later still awaiting any sort of communication back.

I honestly wouldn’t recommend anyone who is thinking of buying this game to purchase (just read forums about the 1000’s of players hacked and then some people even banned for being sellers when they get there account back in extreme cases)as this service has just been terrible and i will be looking to get a refund once i make contact

My friend still has not gotten any help retrieving his hacked account.

Account ID: dodiloda.6721

Ticked ID: 120908-002629