Guild Wars 2

Hello. I would like to start by stating I am posting this from my wife’s account not mine. Mine was reported as being hacked several days ago. I understand this is a major issue right now and that it will take time, no prob. What does have me bothered however is is the customer service quality of work. I received this email today.

Subject
Access Restored

Discussion Thread
Response Via Email (Alan) 09/14/2012 04:28 PM
Hello there (my name),

First, I would like to apologize for the delay on our response, but we will definitely help you out with your Account information. We were able to change the login information to:

Account Name: (my email)
Password: (new password)

Please login using your current information at https://account.guildwars2.com/ and follow the steps below to personalize your password.

1. Click on the “Edit Profile” at the upper left side of your page (it will have two small gears for an icon)
2. Under the “Change Password” subtitle, please enter your old password, as well as the new password (that you would like to have) in the appropriate fields
3. Click “Save Changes” to complete the password change

Please do not use the same password that you used previously, because the person who changed your account name knows the previous password and that knowledge poses a security risk. For added security, please change the password on your e-mail account as well. Please note that your email account password should NOT be the same as your Guild Wars 2 password. Also, please be aware that the Support Team is unable to restore any missing Characters or Items.

Additionally, here is a very useful article to help keep your account secure and safe.

Tips for Keeping your Account Secure
URL: https://www.guildwars2.com/en/news/tips-for-keeping-your-guild-wars-2-account-secure/

We hope this information is useful to you. If you have any further questions or concerns, let us know. See you in Tyria!

Regards,
The Guild Wars 2 Support Team
http://support.guildwars2.com

The problem I have lies in the fact that as of the moment I read this email, and at this time I am making this post my account is logged into the game with an unknown person playing it and that I can not log into the website nor the game with the information they have provided me following the steps and links contained in the email. This leads me to believe they didn’t recover my account and messed up somewhere or possibly messed up someone elses account in the process of trying to fix mine.

I am hoping you will look into this since I (based on the fact that I got this email) should have my account back at this point in time and don’t want to get pushed back to the end of the queue again, and in the case they may have messed up someone elses account this needs rectified immediately.

The incident number for this is : [Incident: 120912-001725]?

I thank you for your time.

Sorry for calling out Gaile/Anet in specific in this threads title, I went back to try and change the title but can’t seem to find a way to do so. Fell free to alter it as you see fit.

That probably means the hacker knows your e-mail account password, and read Anet’s response before you. They took your new account information, and changed it before you could. If this is a new e-mail that you made specifically for reporting this problem, then your computer may be compromised with a keylogger or trojan.

I thought about this as well. However after my account was hacked I not only reformatted the computer but took the time (since I was finally reformatting it) to switch the HD to a brand new larger one. I then, installed drivers etc, and AVG, Spybot S&D (the two programs I use, licensed versions) and changed the password to every email account I own. I have a hard time accepting that I have been infected in the short amount of time my computer has been active with the new HD that I have gotten a keylogger that AVG and Spybot missed. Especially since the only thing my computer has been used for since the fresh start was checking my email twice a day for a response from Anet.

This is the only reason I think there may have been a mistake made somewhere. I have been gaming for 15+ years and am typically very adamant about securing my comp. I rotate passwords on all my email and game accounts every 14 days and have been doing this for 10+ years.

I personally think Anets database has been compromised. They will without a doubt deny it but the sheer ton of hacks is not because of phising sites and reusing the same password. Its the lack of protocol.

Still <3 you though Anet, you lil ragamuffins you.

Hello, I am posting this on behalf of my Guild Leader. This is what he had me post for him:

Hello Gaile. I am aware that this ticket isn’t 5 days old but on the 8th, when my account was hacked, I submitted a ticket while not actually logged into my support account.
After realizing that I wasn’t logged into my support account, I quickly logged in and submitted a ticket.

My ticket number is: 120910-008374
My display name: Poh.1682

Now, as I said, this ticket isn’t 5 days old but I received an email yesterday(9/14/12) from the support team saying that I was now able to log into my account.
I also received and email the day before, being asked what new email I wanted my account to be in. I replied to the email with my answer and then waiting.
Getting back to the 14th, I was elated when I read the email saying that my account was supposedly mine again. The email enclosed the new email I plan to log in with
as well as a password the support team gave me. I then opened the Guild Wars 2 website and went to log in when it told me that yet again my account email was invalid.

I was wondering if there was another step that needed to be taken care of or maybe someone from the support team forgot to seal the deal.
I appreciate any replies. Thanks.

Shogun.9736:

Hello, I am posting this on behalf of my Guild Leader. This is what he had me post for him:

Hello Gaile. I am aware that this ticket isn’t 5 days old but on the 8th, when my account was hacked, I submitted a ticket while not actually logged into my support account.
After realizing that I wasn’t logged into my support account, I quickly logged in and submitted a ticket.

My ticket number is: 120910-008374
My display name: Poh.1682

Now, as I said, this ticket isn’t 5 days old but I received an email yesterday(9/14/12) from the support team saying that I was now able to log into my account.
I also received and email the day before, being asked what new email I wanted my account to be in. I replied to the email with my answer and then waiting.
Getting back to the 14th, I was elated when I read the email saying that my account was supposedly mine again. The email enclosed the new email I plan to log in with
as well as a password the support team gave me. I then opened the Guild Wars 2 website and went to log in when it told me that yet again my account email was invalid.

I was wondering if there was another step that needed to be taken care of or maybe someone from the support team forgot to seal the deal.
I appreciate any replies. Thanks.

Sounds a lot like what happened to me! lol. Yeah I am quite confused by this chain of events. hopefully the great and powerful Gaile will have some added insight for us.