Guild Wars 2

It happened this morning about 4 hours ago. They hacked her email and erased everything GW2 related and changed her password and email for her account. I sent a support ticket, but just wondering from other people, how long until you get a response from Anet? How long did it take for this situation to be resolved?

It was ourkittenfault because of the weak passwords that were used and we never check our email that often. But I found the gold selling site and people that stole her account. I logged in and they already had her account joined to a gold selling guild.

We play a lot of online games and this has never happened, but the only thing she says she did was check her ingame mail recently and there were several spams from gold sellers. I heard rumors of hackers getting you that way, but I didn’t believe it.

Tickets are taking around 5 days to be answered atm, but in some circumstances they are taking a lot longer.

What you need to do while you wait is to check everything and find out the point of compromise. It might even be worthwhile wiping your entire system and doing a fresh reinstall of the OS to clear out any possible keyloggers. Then you can consider changing the password and email once you are 100% sure the system is clean.

Even if they got your info from another source, such as you typing the info on a gold seller site without knowing it, or a fansite got compromised, its still a good idea to check your home system for anything that could make it happen again.

Remember, if it is a keylogger, then its not just a game login they go for. They will go for credit card details, bank login details, paypal details etc.

I am fairly certain they used information from Diablo 3 and our weak passwords.

5 days? Wow. I would of thought that hacking and exploiting would take priority in their customer service department. But from looking at these forums and numberous other forums, I can tell that there are thousands of people getting hacked constantly. I provided all the information and even gave the name of the gold sellers, you think they would at least send an email out saying they are suspending the account until the matter is fully investigated. That way there is no fear of them deleting her character and all that time and money invested in her account.

They only have a small support team atm and 2 million + players to deal with.

And if you use the same username and password combo for multiple games that involve an RMT, then its just a matter of time before they get compromised.

If your wife uses the same email and password to sign into her email account, she should change that immediately to something very long, secure, and strong. The password she uses for her email should not be used anywhere else, ever.

Gatto.5168:

I am fairly certain they used information from Diablo 3 and our weak passwords.

not really. In my case there vere 0 weak points
(>24 symbols in e-mail passw+sms verification, long and stron random generated password on gw2 acc, different from other MMOs)

Interesting point is that i’ve received email, that mail was changed. No confirmation at all. Nice job security crew.

Gatto was referring to his own situation and his own weak password.

I understand. But I think problem is in ArenaNet
I got the same result on clean OS install with 0 weak points in passw and etc.
I think weak passwd is coincidence.

I don’t think it’s with ArenaNet. If it was, I think there would be a lot more successful account hijackings at this point in time.

Only you know all the info about your situation. For others, many have admitted to using weak passwords or reusing passwords.

KOS.1057:

I understand. But I think problem is in ArenaNet.

For you, maybe. Not for this guy. I was actually about to commend him for owning up to how it probably happened instead of raging on ArenaNet like everyone else has been. Server first. :p

Customer service is not looking purdy so far. I have gotten a response back.

See I was the one who bought both accounts and gave one to my wife. So I used a spare email for her account. I issued the support ticket with the account that was hacked and passed on all information. They replied with “In order to take control of the account, we need to speak to your wife from a different email address”. I don’t understand why they would want a different email address? I gave the serial code for the account, I gave the character names, I used the email that was hacked, I gave them my wife’s handle, I even told them who the gold sellers were because I saw their guild ingame using her character. I paid for it with my debit card. So now my wife has to reopen a support ticket from an email not associated with the account? Her name is not under the account. It’s mine.

I sent a response back and I don’t even know if the current support ticket is still open. So if she sends an email, will they have two support tickets open? Again it was purchased by me, so I sent the support ticket as myself, maybe because I mention my wife was using it………i dunno.

Got a response back from Kenneth right after I posted this. Thank you Kenneth you rock!