Guild Wars 2

Hello! I wanted to share with all those feeling as helpless as I did. I was able to “unhack”!

I was trying to login and getting the “Invalid password” error, since Sept 2nd. Needless to say, I had a ticket opened, and was getting quite frustrated.

Well, today I tried the new “self help” system, and it worked!!!!!

http://en.support.guildwars2.com/app/answers/detail/a_id/9222

I’ve got a shiny new password, totally authenticated (which i couldn’t do before). Of course, I’m naked now, and have no money, but hey I can log in and use my “town clothes” more :-)

Good luck guys. I know how annoying it can be, but I want to go log in and finally kill things with my wife again… with no armor… :-)

Talisen

Ya I tried it, but it just said Theres been an error contact support

I just did the same and had success, I had been waiting 3 days for a ticket on this and it is now resolved. YAY back to my gw crack fingerscrossed. :P

yeah this would have been helpful but in my case someone has changed my email account, and i have no way of getting it back.

I mean I put in my Account name my 25 digit code and my character name and clicked verify and that is what popped up at the top
“There has been an error contact Support”

Thats all it said

i got error at first also its not asking you for your character name with the .3390 number just your main characters name. after i removed the numbers it worked

https://account.guildwars2.com/recovery?error=true

Yes, I put in my Email Address at the top then my 25 digit code and then my in game character name just the name without the numbers, but that link above is what shows up when I click verify

If you can “unhack” yourself, then don’t you think a hacker could “rehack” your account?

SSlick,

I got that first as well. I just kept trying, got a drink, and tried again and it worked.

Ya lol ive done it like 15 times now, but just keeps getting error ill keep trying until I get some support help. I know there busy and I have a ticket in so hopefully they will get to it soon.

Yamsa.4609:

i got error at first also its not asking you for your character name with the .3390 number just your main characters name. after i removed the numbers it worked

This made it work for me! i was getting error as well, thanks Yamsa!

Try this Sslick

Keshanberk.8462:

If you can “unhack” yourself, then don’t you think a hacker could “rehack” your account?

It would be a bit more difficult now that I was able to authenticate. I was never able to before, I kept getting errors.

I’m sure there’s a way! I’m just happy I’m back in… and crafting some newbie armor… :-)

I was compromised on the 3rd and opened a ticket under Login Issues, but after reading the Support stuff it said to open a ticket under Ask a Question so I had to redo my ticket under Ask a Question on the 6th and close my Login Issue ticket.. So it prolly reset me in the queue of help =(

Ya I did, but same thing =S

Keshanberk.8462:

If you can “unhack” yourself, then don’t you think a hacker could “rehack” your account?

As far as I read from the submissions of others, they needed to enter their serial key. I don’t think there’s a way for the hacker to get that key other than beat the living hell out of the owner and hand it over.

GaileGray.9587:

Thanks for the update, and for this player-helping-player sort of info.

Glad you’re back in the game, and expecting to see many more such reports as people use the system.

Theres one more thing left to do though, i need to change my account name for safety, how do i do that?

Ya my login issues ticket was updated, but when i read the support prioritzing it said the ticket needed to be under Ask a Question.. So I looked for away to change my Login Issues ticket to an Ask a Question ticket, but couldnt find away so I opened a new ticket under Ask a Question and closed my ticket under Login Issues, but I feel that only set me back in the queue

I’m guessing this wont work for people who have their email account changed, correct? I have a buddy who has tried using this tool and failed with the same error stated above.

So my closed ticket for Login Issues is
Logging In [Incident:120903-012154]

And the one I opened under Ask a Question is
Hacked Account – [Incident:120906-006807]

Well ya im thinking that I guess whoever compromised my account changed my email aswell because like I said it doesnt work for me so..

Talisen.7914:

Hello! I wanted to share with all those feeling as helpless as I did. I was able to “unhack”!

I was trying to login and getting the “Invalid password” error, since Sept 2nd. Needless to say, I had a ticket opened, and was getting quite frustrated.

Well, today I tried the new “self help” system, and it worked!!!!!

http://en.support.guildwars2.com/app/answers/detail/a_id/9222

I’ve got a shiny new password, totally authenticated (which i couldn’t do before). Of course, I’m naked now, and have no money, but hey I can log in and use my “town clothes” more :-)

Good luck guys. I know how annoying it can be, but I want to go log in and finally kill things with my wife again… with no armor… :-)

Talisen

Well you are one of the lucky ones, because hacker didnt change your Account Name / Email. The problem with me is that my Login Email is changed, if it was just the password, it wouldn’t be any trouble.

Ya same for me ^

Using my wife’s account – Ticket 120906-004893

E-mail was changed without permission (though it was nice you sent me an e-mail when it happened “Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.
Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.
Thanks!
-The ArenaNet Team”)

Is there a way to make this self help address this issue or am I waiting in line? Because under "update account settings it looks like it accepts my e-mail, but when I login I get the “E-mail address was not found” error

Plz advise

Im posting on my sons account. My question is since I have had password problems after registration. I can’t access my account thru the client nor the website, how do I reset my password if I haven’t even logged in to make my first chacter. I did try the reset option and took the .#### out of my account name but it errored. I did submit a ticket yesterday however. Any advice would be awsome.

Ya its error 3002.1008.1:462 I get the same the self help issue did not work for me and i have the same error so you will prolly be in the wait line.

Im sure they will get to it your prolly just having the same problem most everyones having.. Theres a bit of wait line im assuming so it may take a bit to get taken care of, but I found by watching some of these other people yelling and screaming about the wait is not going to further the process. You just have to post your ticket and hope they get to you asap

Ive posted my ticket on several different posts you just have to keep refreshing your email in hopes that they send you an email =D

Yea, thanks a whole bunch for the password reset thing, I lost access to my account a week ago and i’ve STILL had to fix it myself, my ticket is still open and i’m exceptionally annoyed with the level of ‘customer service’ that’s been displayed so far. You better step your game up and FAST. While you’re at it, get to work on character restorations, a call centre and some form of authenticator/phone app.

See like you saying that is going to just get this thread locked or keep the gms from coming back on this post to reply to us people trying to be polite about the matter. I know your mad, but thats the reason your on the end of buying and playing the game and there on the end of working and making the game.. You dont know what they go through to make the game and theres almost absolutly no way to test the flow of compromised account situations until it just happens. The game is buy once and free to play.. You think when World of Warcrat came out it was perfect? there were alot of account access problems still is to this day.. the only reason they get resolved quicker is because the game has been around for 6 7 8 years or whatever and has had plenty of time to get everything together. And I know your going to say so has guild wars, but think about how many expansions and patches have come out for WoW compared to how many came out to guild wars 1

And you defending such shoddy levels of customer service empower them to continue providing shoddy service. My post was perhaps a little on the angry side, I don’t care. At least I was constructive highlighting areas where they could improve, and they have a lot to improve.

This doesnt help me if the hacker got me banned within an hour of realizing I was hacked. Glad everyone else is able to get back on but I get to sit here and wait after I spent my hard earned money on a game that I can’t freaking play.

Maybe I should get a job at arenanet just to be able to unban myself……

That sucks man, I don’t envy you having to continue waiting in the slightest. Hope you get help soon.

Well hopefully one day you will be able to creat a game for us and when 40000000000 accounts get hacked you have them back up and running in 3 days

I’d just release a game that launched with physical authentication, a phone app and an email authentication system that worked from the start and avoid 90% of the problems in the first place, but I guess that is too hard for you to understand.

Well I look forward to playing your game cause it sounds like it will be flawless.. Look at Call of Duty they opend a website phone app phone support service and still had hella hella hella problems getting things together… But cant wait to play your game in 30 years

I’d ban you for being a kitten so I wouldn’t get your hopes up.

Lol it prolly wouldnt be worth buying because all your money would have been spent in making authentications and phone apps…

Oh well not going to argue with you anymore I have my opinion you have yours..

Considering this is a customer support issue and not a development one, your entire ‘arguement’ is flawed anyway. but it did provide a brief amount of amusement. Thanks.

Hello,

sadly it didn’t help me. I also get the Errormessage. My guess is, that my character on that account was either deleted or the accountname was changed. One of these – but no promise on that.

Hope you can help me soon.

Hi,

I had the email address associated with my account changed so this tool didn’t help for me either. What did help was logging on to my NC Soft master account (created for GW1 free trial just before I bought GW2). This showed me what the hacker had changed my email address to. I was then able to log in to my GW2 account on this site using the hacker address and my old password (which hadn’t been changed??) and change all the details back so the account is under my control again. Weirdly, nothing is missing from my characters, not even cash, and they both appear to be in the same place I left them in.

I hope this helps at least someone, I know not everyone has an NCSoft master account but maybe this will help one or two people.

- Cat

It is the nature of everything and everyone to be upset with something that does not live up to not only your own expectations but one created by the developers. Regardless if they are working tirelessly or did everything possible to create a safe and stress free game environment, their are people stuck in limbo who payed their dues without reward. It’s not necessarily the dev teams fault, but I have every right to bekitten and unamused by sitting here with a banned account because of something out of MY control.

HAHAHA!!! Every bad word is automatically changed to kitten. Props to arenanet here atleast!!!

My girlfriend lost her password and we’ve been trying to get it back so we can play. However she lost her pass before the game was released and therefore has no characters on the account so we have no character name to type in.

Therefore we keep getting an error. However I cannot give any more details about the error since it just says there’s been some generic error. This does not give me any hint as to how to fix it and I assume it’s because of the character name.

I’ve tried using her beta character name which is still on my accounts friends list. I’ve also tried putting that name with the .#### after it but that has given me the same error.

Help please…

My husband just got a stock email about this which, to be honest was pretty useless. The Customer Rep clearly didn’t bother to read his email because he clearly stated that his account name had been changed on his first message. He’s also not even sure if the characters on his account are still there and thus valid for a password recovery.

We don’t know what the account name is, what the correct format for CD-keys is according to the system or even how a character name should be spelt for the system – are capital letters important?

Really it would have been much less hassle had you just manually reset his password to the email address he had asked you to. As it is, we’re not hopeful of getting any play time this weekend at this point.

Smugly.4973 Incident 120904-000063