account locked this action is permanent
It sounds as if your account was compromised at some point. I encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.
If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
I created a ticket yesterday under the name account banned/locked should I update the name?
I realise this isn’t a 20min fix I just wanted to know if Im looking at a week or just a couple days.
thanks for the quick reply
They always want to be fast. I hope you added that you have been hacked.
If it takes some time, you should remember the sticky thread for “tickets older than 3 days”.
And check your account once it is back in your hands. Maybe you are elligible for an account restoration. So check up on that information in the stickys too. That might take additional time.
Nevertheless, I hope you are back in game soon and the way you have been before!
Is there anymore info that would make this an easier process?
Still waiting to hear.
Minion — what is your ticket number? We had about a dozen false-positives that we’re addressing, and if that is what happened to you I am hoping that you are back in the game now. Can you please let me know? Thanks!
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
I got the email today I have access now thank you very much, what would I have to do to get a restore as most of my stuff looks like its been sold.
I got the email today I have access now thank you very much, what would I have to do to get a restore as most of my stuff looks like its been sold.
Glad you’re back on the account, and yes, I think we can help you. Please update your existing ticket to ask about an Account Restoration. The agent will review and let you know if you’re eligible for this service, but I imagine you will be. Most info about Account Restorations can be found in a post near the top of this forum.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
One more thing will the account restoration put me back on my original server? I was on Borlis Pass but my account is now on Sanctum of Rall.
Add it in your ticket update. Usually it’s a no go for free server transfers, but this is a different situation.
Dont qualify for an Account restoration so im stuck i guess
Dont qualify for an Account restoration so im stuck i guess
I’m sorry to hear that. I know that sometimes we simply cannot offer the restoration. For instance, if we cannot view data that shows that someone outside the player’s location accessed the account, then we cannot establish that the account was compromised. In that case, a restoration isn’t possible. There are a few others situation that make a roll-back/restoration unfeasible, as well. If you have questions about the fact that you were declined a restoration, you’re welcome to discuss it with an agent in your existing ticket.
Thanks for understanding.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet