Guild Wars 2

I appreciate the update on 121019-001684, Gaile. Here’s our dilemma: he submitted this ticket through the “ask a question” page without being signed in to a support account, since it was giving him an error when he tried creating one using the e-mail originally associated with his gw2 account. Unless we’re missing something, we can’t find a way to update the ticket now. Should we attempt to create a new ticket while signed into a new support account (using a new e-mail address completely unassociated with his guild wars account) or is there a better way to approach this?

Hello, my friend is still waiting on a response for his ticket #121019-001684, submitted 5 days ago. As I posted in my previous thread, the major issue is that somehow the e-mail was changed on his account and this is preventing him from responding to support inquiries since he isn’t using the e-mail associated with his account.

Any help or advice would be greatly appreciated. Thanks.

His incident number is 121019-001684

My friend’s account has apparently been hacked. He cannot log in, and his characters are leveling without him. When he first realized he couldn’t log in, he found that he had been sent an e-mail from noreply@guildwars2.com that read:

" 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"

He has opened a ticket using the “ask a question” method, and has received a response asking for additional information. However—and this is the brick wall so far—when he attempts to respond with the information requested he is sent back this message from support@guildwars2.com:

“Your recent incident update was from an email address not associated
with the incident. In an effort to maintain the security of
information, we cannot update the incident using this email address.
If you are the incident owner and your email address has changed, or
you want to be able to update the incident using this email account,
please update your contact information using the following link, then
resubmit your update.
https://en.support.guildwars2.com/app/account/profile”

I’ve googled and searched for similar issues and have turned up no helpful information. It baffles me that someone was able to change his e-mail when I can’t even find the option in the account page and every official comment I’ve seen is that “the option has been disabled”. If anyone has any help for us at all, it would be greatly appreciated.

Thank you in advance.