my account get stoled

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

I’m writing with my 2nd account, with the news of the new expansion i returned and have installed back the game, but after many attempts to log-in on my main account i noticed that had something weird, so i tried resetting password but recieved an error message , so i sent a ticket to the support, where they told that my account have a differenet log-in account (in few words someone changed my email), so they asked some question like serial key or old purchases. I provided everything, also paypal transaction , but after that i recieved a negative response and my ticked closed, so i opened another ticked, and happened the same thing, i provided more info and recieved the identical reply, like made by a bot.
I just want to get helped, i have all the proves that my account get hacked, i contacted outlook support and retrieved the deleted emails, one has the ticked sented to the support to change my account email, so i have the proof that someone entered and changed it.
I have almost 4000 hours in that account, i don’t want to loose it, i just want some help ,please.
Sorry for my english.

my account get stoled

in Account & Technical Support

Posted by: Ashantara.8731

Ashantara.8731

Tickets only get closed when there hasn’t been a response provided for a certain amount of time. Instead of opening new tickets, you should check the ticket’s status daily and write a response if you have not heard back from support within five days.

I am sure they will be able to help you if your account was hijacked. However, while you are waiting for a proper response, you should look into securing your system and browser better (as well as selecting a save e-mail address and a strong password, make sure you have no keylogger or other viruses and malware on your system, etc.). See what else you can do to prevent this from happening again. Because accounts don’t just “get stolen”, it’s usually the account owner’s negligence that leads to this.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Tickets only get closed when there hasn’t been a response provided for a certain amount of time. Instead of opening new tickets, you should check the ticket’s status daily and write a response if you have not heard back from support within five days.

I am sure they will be able to help you if your account was hijacked. However, while you are waiting for a proper response, you should look into securing your system and browser better (as well as selecting a save e-mail address and a strong password, make sure you have no keylogger or other viruses and malware on your system, etc.). See what else you can do to prevent this from happening again. Because accounts don’t just “get stolen”, it’s usually the account owner’s negligence that leads to this.

The pc get formatted like 1 month ago, so right now it’s clean, i know, maybe it’s my fault for using a weak password or something like that, by the way with the first ticked i recieved this reply “Any further replies or messages in regards to this account may be closed without a response.” the 4/august, the other ticket had get the same reply but is more recent, this is the reason that bring me here to write on the official forum, they didn’t cared too much, but that account is very important to me, i want it back and i’ll active the phone authenticator to keep it secure, i just want it back.

my account get stoled

in Account & Technical Support

Posted by: Ashantara.8731

Ashantara.8731

Well, no one here can help you with that, only support can. Have you asked having your request forwarded to a senior staff member? Also, you did not include the original response you received, and I can’t give you a proper answer when I don’t know what the issue is (there must be a reason why they won’t help you.)

P.S. By the way, formatting your HD and re-installing Windows doesn’t make your PC “safer”, or your account more secure, when it’s still not properly configured and secured and your browser settings and browsing habits not properly adjusted.

(edited by Ashantara.8731)

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Well, no one here can help you with that, only support can. Have you asked having your request forwarded to a senior staff member? Also, you did not include the original response you received, and I can’t give you a proper answer when I don’t know what the issue is (there must be a reason why they won’t help you.)

P.S. By the way, formatting your HD and re-installing Windows doesn’t make your PC “safer”, or your account more secure, when it’s still not properly configured and secured and your browser settings and browsing habits not properly adjusted.

Ok thanks for the reply, i mean clean from keyloggers ecc, for other stuff i changed passwords and installed an antivirus

my account get stoled

in Account & Technical Support

Posted by: Ashantara.8731

Ashantara.8731

Ok thanks for the reply, i mean clean from keyloggers ecc, for other stuff i changed passwords and installed an antivirus

You’re welcome, but you still did not post the support’s full response.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

“After researching the provided information, we will not be able to assist you with accessing this account. Any further replies or messages in regards to this account may be closed without a response.
Regards”
Just that, in the two tickets

my account get stoled

in Account & Technical Support

Posted by: Linken.6345

Linken.6345

Looks like it dident match with the info they have for that account and there for belive you are trying to steal it hence they wont talk about it anymore.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Looks like it dident match with the info they have for that account and there for belive you are trying to steal it hence they wont talk about it anymore.

That’s possibile, if they reply i’ll send them the screens of the emails and the paypal history payments, but i was sure i copied the infos correctly

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Still 0 replies, i have to send another ticket?

my account get stoled

in Account & Technical Support

Posted by: JDjitsu.7895

JDjitsu.7895

Maybe it’s because your prob happened over the weekend? Just a guess. If it was during the week and 4 days without a response on the official Account Support forums, I’d be a bit annoyed. I’d say give it a little longer before getting too upset. Then I’d be on gw2 and Anet twitter blowing it up linking this thread to start.

Wiggin/LittleEnder/XeroCool/Filthydirtyrotten/MizDemeanor/EnderThaXenocide/ShadowOfWiggin-
Maguuma & A Few alts on other NA/EU servers

my account get stoled

in Account & Technical Support

Posted by: Ashantara.8731

Ashantara.8731

No new ticket, be persistent. Make screenshots, take a photo of the retail package and/or game code, any information and proof that you can gather, then update the ticket (unless it has already been closed, in that case make a new ticket, but make sure it’s the last one). There must be important proof missing if they remain suspicious.

my account get stoled

in Account & Technical Support

Posted by: Alleykay.3704

Alleykay.3704

Still 0 replies, i have to send another ticket?

No throw you in the back of the line with each new ticket. I know the wait time sucks, but right now its really slow. I am on 9 days no response, but I’ve been told just bear with it, so thats what I am doing. Eventually they will get to you.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Still 0 replies, i have to send another ticket?

No throw you in the back of the line with each new ticket. I know the wait time sucks, but right now its really slow. I am on 9 days no response, but I’ve been told just bear with it, so thats what I am doing. Eventually they will get to you.

Well , i’ll wait , hope that this will end as fast as possible. i just want my account back

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Maybe it’s because your prob happened over the weekend? Just a guess. If it was during the week and 4 days without a response on the official Account Support forums, I’d be a bit annoyed. I’d say give it a little longer before getting too upset. Then I’d be on gw2 and Anet twitter blowing it up linking this thread to start.

This started the 4th of this months..

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

No new ticket, be persistent. Make screenshots, take a photo of the retail package and/or game code, any information and proof that you can gather, then update the ticket (unless it has already been closed, in that case make a new ticket, but make sure it’s the last one). There must be important proof missing if they remain suspicious.

i’ll wait, in the next ticket i’ll send screens and everything i have

my account get stoled

in Account & Technical Support

Posted by: Ashantara.8731

Ashantara.8731

i’ll wait, in the next ticket i’ll send screens and everything i have

Didn’t you say the exact same thing before opening your last ticket? How hard can it be?

my account get stoled

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Sometimes, when there is a dispute between 2 people over ownership of an account (they both provide documentation), the account will be closed. It’s unfortunate for the true owner, but it’s the only thing that can be done.

Make sure your email account hasn’t been compromised, as well, as the usurper can intercept all correspondence from the CS Team. Also, the usurper can get access to reciepts, etc. if stored in the email account.

Good luck.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

i’ll wait, in the next ticket i’ll send screens and everything i have

Didn’t you say the exact same thing before opening your last ticket? How hard can it be?

yes, but still didn’t sent any ticket, i am just waiting , still didn’t sent any screen, but i will do

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Sometimes, when there is a dispute between 2 people over ownership of an account (they both provide documentation), the account will be closed. It’s unfortunate for the true owner, but it’s the only thing that can be done.

Make sure your email account hasn’t been compromised, as well, as the usurper can intercept all correspondence from the CS Team. Also, the usurper can get access to reciepts, etc. if stored in the email account.

Good luck.

luckily i changed 1 time the email, so all the old payments are safe, i did not have any problems with the other email, so i only i have the infos for the recovery

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

well, i waited some time and still no reply, i’ll open another ticket, hope to get a reply

my account get stoled

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

If you create another ticket, a duplicate ticket, for the same issue, you will only slow down the process. You can update your original ticket and ask about its progress.

There’s an official thread/post stating the CS Team is addressing the backlog, and making progress each day.

Good luck.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

If you create another ticket, a duplicate ticket, for the same issue, you will only slow down the process. You can update your original ticket and ask about its progress.

There’s an official thread/post stating the CS Team is addressing the backlog, and making progress each day.

Good luck.

Yeah, still didn’t sent nothing, i’m just waiting, the last ticket i sent (more thant 10 days ago)seems didn’t get closed, i’ll wait untile they reply or close it.
Thanks.

my account get stoled

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Posted by: Moon.3041

Moon.3041

If both your GW2 and Email’s Username-Passwords are compromised, then I think you are fu***. Unless you can show them solid proof of your purchase they are not gonna consider it.

my account get stoled

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Posted by: Ashantara.8731

Ashantara.8731

Okay, why do you keep creating new tickets every couple of days? How many times do you need to be told that that’s only going to slow things down?

Also, please correct the thread title. It’s “My account got stolen”, not “My account get stoled”. (And it has not been stolen to begin with, as people already explained what might have happened.)

my account get stoled

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

If you create another ticket, a duplicate ticket, for the same issue, you will only slow down the process. You can update your original ticket and ask about its progress.

There’s an official thread/post stating the CS Team is addressing the backlog, and making progress each day.

Good luck.

Yeah, still didn’t sent nothing, i’m just waiting, the last ticket i sent (more thant 10 days ago)seems didn’t get closed, i’ll wait untile they reply or close it.
Thanks.

You don’t need to wait for a reply to update your ticket with more information. If they already have the information before replying, it will only save time in the process.

Good luck.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

If both your GW2 and Email’s Username-Passwords are compromised, then I think you are fu***. Unless you can show them solid proof of your purchase they are not gonna consider it.

Yes, i have solid proofs, like mine account paypal transitions and original email when i purchased the game or some gems.

my account get stoled

in Account & Technical Support

Posted by: BancaDuca.3762

BancaDuca.3762

Okay, why do you keep creating new tickets every couple of days? How many times do you need to be told that that’s only going to slow things down?

Also, please correct the thread title. It’s “My account got stolen”, not “My account get stoled”. (And it has not been stolen to begin with, as people already explained what might have happened.)

I just sent 3 tickets where 2 of them get closed, the last seems still open.
by the way, i know i have a bad eng. i’ll fix the title if is possible.

my account get stoled

in Account & Technical Support

Posted by: Linken.6345

Linken.6345

Okay, why do you keep creating new tickets every couple of days? How many times do you need to be told that that’s only going to slow things down?

Also, please correct the thread title. It’s “My account got stolen”, not “My account get stoled”. (And it has not been stolen to begin with, as people already explained what might have happened.)

I just sent 3 tickets where 2 of them get closed, the last seems still open.
by the way, i know i have a bad eng. i’ll fix the title if is possible.

Yes 2 get closed becouse they are about the same issue the last one so they are not needed. ( stop making tickets about the same thing)