Guild Wars 2

As a member of Piken Square and a member of a small WvW guild I find this post quite astonishing and very unrepresentative. For the last week decisions have been made by the larger guilds of piken square in response to a fear that, before paid transfers, our server is going to be overrun by bandwagon guilds who will push up queue time and are not “types” so to speak.

Piken Square is a friendly, inclusive RP server with a great WvW community. Our PvE has maybe suffered (below lvl 80 lands) from having such a devoted and hard working WvW community but there are great RP events that go on every week (check them out on our enjin page if anyone is interested). I find it so utterly baffling that anyone thinks they have the right to dictate whether people should come to our server. They DO NOT represent everyone on piken square nor should they place themselves as such. Their actions are churlish and smack of self superiority and I hope they don’t detract anyone from joining our great community whether PvEr of WvWr.
Server sizes, queue times are an issue to be dealt with by ArenaNet. I have never waited more than 30 minutes play WvW and I think this is not an unreasonable waiting time. Especially considering the other excellent benefits of being on an active, lively server.

Everyone has paid their £40 for this game and how you spend your time playing and on what server is your own business. I understand that it maybe frustrating for some larger guilds not to be able to play together at peak times however this is your own problem and you should consider whether being on a medium-high population server really suits the needs of your guild . It would be a shame to lose any large guild from piken but I do not see how this dictatorial stance on WvW helps our community.

What really makes WvW great is having a collective of dedicated large and small guilds, talented individual players and organised commanders. Play when you can, help when you can but don’t turn our server into some kind of bureaucratic dictatorship that takes it self too seriously, bullies its members and puts it’s demands above the good of the community.

This issue is still a concern to my boyfriend, so if any mod/support staff could take a look at it that would be much appreciated.

Luridftw, I appreciate that you took the time to reply but I have to disagree with your assertion that ‘getting your account hacked is due to your own fault’.

My boyfriend used a password and email address unique to Guild Wars 2 and has never been hacked in any game. According to the Arena Net press releases it seems that hackers have got database information and are using data stolen from fan sites and other games. It is this, combined with the fact that a hacker can change the email address on an account without the need of a confirmation email which has caused so many hacked accounts. A hacker can obtain an account number and password in a myriad of ways and I don’t think it’s ever fair to make the victims of a criminal act feel partially or wholly responsible.

My boyfriend’s account was hacked on Saturday night. He got an email saying that somebody has changed the email address on his account and he has no access to the game or the support site.

He opened a non-priority ticket immediately after it happened and a priority ticket the next day after reading the correct process to report a hacked account on the Guild Wars 2 wiki.

After hearing no response until today, he has been sent two separate emails from Bethany (Guild Wars 2 support) saying that each ticket has been closed for being a duplicate. He has responded to both via email but we are not sure if the tickets are still being looked at or if he is in ‘line’ to get any support at all!

If another support staff could look at these tickets and let us know whether they are still open and what he should do in order to get his account back I would be most grateful.

I appreciate that the release of a huge title like this inevitably puts an insane amount of work on all of the support staff and we are both very grateful for the immense amount of work the support staff must have to wade through but he is understandably concerned that after waiting five days for a resolution that his ticket is no longer being looked at.

All of the relevant information should be in both tickets, including account name, email address, serial number, character name, character level, guild information e.c.t.

Tickets:
120909-003222 – The first non-priority ticket he created on Saturday night
120910-004625 – The priority ticket he created the next day

No problem lunkers

They made an announcement saying that at present they do not have the technology needed to restore accounts or replace lost items/gold. As for moving servers, if the free server transfers are still running could you not do it yourself?

How long ago did you submit the initial ticket?

It seems that the proper procedure now is to wait for five days and post here https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-5-days-and-older-merged/

Posting on behalf of my boyfriend who’s account was hacked on Saturday night and still hasn’t heard anything.

Guild Wars 2 Account Hacked [Incident: 120909-003222]?

It sounds like she might have been hacked. In which case she has my sympathies, it happened to my boyfriend on Saturday and he still hasn’t heard anything back.

Did she get an email informing her of somebody changing her email address?

gogoogle.2560:

I regained control of my account just a couple of minutes ago (missing few silvers but meh) , really appreciate the help of the support team. can’t say that I’m satisfied with the time they took but for those of you still waiting… the support team is working around the clock even on sunday. I’m sure that shows alot about their dedication to help us… so be patient guys

Out of interest, how long did it take you from informing them of the hacker to regaining control of your account?

I am posting here on my boyfriend’s behalf. (Lebowski.1903)

He has been unable to log in today, each attempt results in the error message:

“The email address you entered was NOT found. If you have an active game account, please try again. If you’re still having trouble, please contact customer support.”

He received an email from Arena.net at around 4am today saying that:

“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 (#120909-003222) with all of the relevant information inside and because the email address on the account has been changed he is obviously unable to use the account recovery page.

After reading the forums it seems that it takes days and in some cases weeks for anybody to get their account returned to them after informing Arena.net of a hacked account. Whilst I appreciate the staff must be very busy this is absolutely unacceptable. If there is not a swift resolution then both myself and my partner will have nothing further to do with any Arena.net products and will be speaking to our bank to secure a refund. Our experience from the first day of pre-release has been plagued with problems logging in, verifying email addresses, constant down-time and the probability of having to wait for days before we can play again will be the final straw.

I find it unbelievable that Arena.net did not foresee the threat of hacking endemic to most online games. I don’t understand how a hacker changing the email address of an account can be done without any security system or email confirmation required. Furthermore, I have created two tickets about different login problems I experienced the first day of pre-release and have still not received anything but a useless automated reply. The lack of any visible human customer service, no telephone support and no updates on tickets or estimated time of response is completely unacceptable.