Guild Wars 2

Ruucnor.3205:

Sorry it seems you need the incident code. it is attached now[Incident: 130324-001780]

Thank you for that info — it helped me look up the issue. And I can see that your son was able to verify ownership of the account and that, sadly, the agent reviewing the case discovered that the account was hacked by someone in Asia. (This happens usually when a password is used across many sites. When one of those sites is compromised, their database of user information is accessed and unscrupulous individuals use that “shared” password to try to steal game accounts.)

An answer was sent out via email to the address associated with the account on 30 March, returning the account to your son along with a password-reset for the account. Your son should have been able to log in following the instructions on that email.

Could you please ask him to check his Junk and Spam folders, or log into his Support Account by click Support above, and then accessing his support account through that interface? Alternately, I can have the reset email sent again, but quite frankly I do not want to do that as a first choice because if your son’s email was hacked, the hacker may still have access and will simply steal the account again.

Let me know what you discover and I’ll try to help get this resolved!

Excellent. I will have an agent update ASAP!

Update: Our agent re-sent the email containing the password reset information.

Thank you for letting me know, and I’m happy to have helped.