Guild Wars 2

Shogun.9736:

Hello, I am posting this on behalf of my Guild Leader. This is what he had me post for him:

Hello Gaile. I am aware that this ticket isn’t 5 days old but on the 8th, when my account was hacked, I submitted a ticket while not actually logged into my support account.
After realizing that I wasn’t logged into my support account, I quickly logged in and submitted a ticket.

My ticket number is: 120910-008374
My display name: Poh.1682

Now, as I said, this ticket isn’t 5 days old but I received an email yesterday(9/14/12) from the support team saying that I was now able to log into my account.
I also received and email the day before, being asked what new email I wanted my account to be in. I replied to the email with my answer and then waiting.
Getting back to the 14th, I was elated when I read the email saying that my account was supposedly mine again. The email enclosed the new email I plan to log in with
as well as a password the support team gave me. I then opened the Guild Wars 2 website and went to log in when it told me that yet again my account email was invalid.

I was wondering if there was another step that needed to be taken care of or maybe someone from the support team forgot to seal the deal.
I appreciate any replies. Thanks.

Sounds a lot like what happened to me! lol. Yeah I am quite confused by this chain of events. hopefully the great and powerful Gaile will have some added insight for us.

I thought about this as well. However after my account was hacked I not only reformatted the computer but took the time (since I was finally reformatting it) to switch the HD to a brand new larger one. I then, installed drivers etc, and AVG, Spybot S&D (the two programs I use, licensed versions) and changed the password to every email account I own. I have a hard time accepting that I have been infected in the short amount of time my computer has been active with the new HD that I have gotten a keylogger that AVG and Spybot missed. Especially since the only thing my computer has been used for since the fresh start was checking my email twice a day for a response from Anet.

This is the only reason I think there may have been a mistake made somewhere. I have been gaming for 15+ years and am typically very adamant about securing my comp. I rotate passwords on all my email and game accounts every 14 days and have been doing this for 10+ years.

Hello. I would like to start by stating I am posting this from my wife’s account not mine. Mine was reported as being hacked several days ago. I understand this is a major issue right now and that it will take time, no prob. What does have me bothered however is is the customer service quality of work. I received this email today.

Subject
Access Restored

Discussion Thread
Response Via Email (Alan) 09/14/2012 04:28 PM
Hello there (my name),

First, I would like to apologize for the delay on our response, but we will definitely help you out with your Account information. We were able to change the login information to:

Account Name: (my email)
Password: (new password)

Please login using your current information at https://account.guildwars2.com/ and follow the steps below to personalize your password.

1. Click on the “Edit Profile” at the upper left side of your page (it will have two small gears for an icon)
2. Under the “Change Password” subtitle, please enter your old password, as well as the new password (that you would like to have) in the appropriate fields
3. Click “Save Changes” to complete the password change

Please do not use the same password that you used previously, because the person who changed your account name knows the previous password and that knowledge poses a security risk. For added security, please change the password on your e-mail account as well. Please note that your email account password should NOT be the same as your Guild Wars 2 password. Also, please be aware that the Support Team is unable to restore any missing Characters or Items.

Additionally, here is a very useful article to help keep your account secure and safe.

Tips for Keeping your Account Secure
URL: https://www.guildwars2.com/en/news/tips-for-keeping-your-guild-wars-2-account-secure/

We hope this information is useful to you. If you have any further questions or concerns, let us know. See you in Tyria!

Regards,
The Guild Wars 2 Support Team
http://support.guildwars2.com

The problem I have lies in the fact that as of the moment I read this email, and at this time I am making this post my account is logged into the game with an unknown person playing it and that I can not log into the website nor the game with the information they have provided me following the steps and links contained in the email. This leads me to believe they didn’t recover my account and messed up somewhere or possibly messed up someone elses account in the process of trying to fix mine.

I am hoping you will look into this since I (based on the fact that I got this email) should have my account back at this point in time and don’t want to get pushed back to the end of the queue again, and in the case they may have messed up someone elses account this needs rectified immediately.

The incident number for this is : [Incident: 120912-001725]?

I thank you for your time.

Sorry for calling out Gaile/Anet in specific in this threads title, I went back to try and change the title but can’t seem to find a way to do so. Fell free to alter it as you see fit.

Yeah I just bought the game and had it hacked within 24 hours. I’m more inclined to just buy a new copy of the game, start a new account and have my bank get me a refund but my worry there is that the new account would just be hacked a few hours after activation also. I can say I for sure will not be investing any money into gems untill they beef up the security for fear of losing them all like so many other people have.

Protips Anet.

1) Confirmation emails should always go to pre-existing addresses on record, not new ones.

2) Security questions have been around for decades for a reason.

3) No account changes should ever be able to be made without the serial key, security question answer, and perhaps a personalized secondary password/pin.

I am almost certain this got an official response in another thread, I’ll dig for a few and see if I can find it. Oh and I’m fairly certain the answer was at this time there is no restoration options available to gm’s.

Zombiemike.5814:

That is weird. As far as i know when you request to get and email change they send you a confirmation email. That original email that you got should have had a “please click here to confirm” link. Without clicking that link no changes would be made. So it might also my safe to assume someone had access to your email.

From what I have read in a number of other threads while researching this issue it seems someone at Anet dropped the ball big time and have the confirmation email going to the NEW email account instead of the old/existing email account. Makes stealing accounts real easy. Also don’t understand why to change the password you have to have your serial key but you don’t to change the email address.

Ok so I have been watching with my wife’s account for any activity on my account. While I have not yet seen anyone playing my character I can confirm that I have gained 2 levels since the last time I played. I hope they had fun gaining those 2 levels, cause I didn’t

Upon trying to log in it now tells me that the email address is not found. This is so rattling… My email was changed, but Anet says it wasn’t changed, yet the launcher says it can’t be found. I am starting to think this is less likely a case of hackers and more likely a case of faulty database organization/communication. Seems like Anet has all the data but that the diff parts of GW2 aren’t communicating with each other.

And just to throw it out there… Gaile if you see this and can simply manually send me a password reset e-mail to the e-mail address on this incident report (120912-001627) I believe given the fact that my username/e-mail is still being recognized by your system that I should be okay to just change the password and regain control over the account..

I only have about 5 hours invested into the game so I don’t care what has happened to the characters/items/currency etc. I can gain that back quickly enough once I regain control of the account.

First off I am posting using my wife’s account because mine seems to have been “hacked”. However I’m not so sure what exactly is going on with it.

I got home from work to find that I couldn’t log in. So I check my e-mail in case I need to do something (account is only 24 hours old) to find an e-mail saying

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

However!!!!

When I use the “I forgot my username” feature to have them e-mail it to me, I DO get an e-mail at this same e-mail account that says…

In response to your request to be reminded of your username, please note the information we have on file for you.

Username: Myemail@myemail.com (correct email)
Email address: Myemail@email.com (correct/same as above)

If you have forgotten your password, you can request to reset it at: Account Assistance

If you did not submit this request, please disregard this email.

So I am being told my e-mail was changed yet I can get an e-mail from Anet to this email saying this email is the one associated with my account.

Which leads me to believe that my e-mail wasn’t changed and all I need is a password reset.

However when I use the “forgot my password” feature I do not receive an e-mail, which boggles me since I get get the other one just fine.

So what I am essentially figuring out here is that according to their Sept 11th update I have to wait 5+ days for a password reset that will take a tech support agent 30-45 seconds to manually send me an email or reset the password for me.