Guild Wars 2

Some players who were hacked on 3rd September are already in game. Not sure how this is working. But i really want to get back in the game now.

Got a level 80 thief. I was level 80 on the second day of the launch and now i have been sitting on mykittenfor the last 5 and a half days. I would have got full or at least 4 pieces of 42k karma armor by now.

OMG! Its so painful to think about the lost time.

Still no response, come on pls in few hours it’ll be 6 days since i submitted my ticket. My ticket has all the required info.

Since I already got one reply from Lance, means that I am no longer at the back of the que, I am at front now. Therefore my issue should be looked at and resolved now.

Waiting for support email eagerly.

Xefier.3746:

My account was hacked on the 3rd and I finally got access to my account back thanks to support. However there is still the issue of all the items that where stolen. Back when my Diablo3 account was hacked I had the option to rollback my account and was told the date & time it would be restored to.

Does Arenanet offer similar service?
Has anyone had this done for them?

How did you get your account back? Through Account Recovery page? I was hacked on 3rd as well, they send me an email with a link to account recovery page , which essentially helps in recovering password. It didnt work because I think hacker changed my account name.

Did Account Recovery page work for you? Or you followed some other procedure? If you share may be it can help others.

Ticket Ref No. 120903-004993 – Still waiting for help, ticket is properly prioritised. Account Hacked on 3rd September.

I got an email today (around 8 hours ago, from Lance) telling me to visit this page https://account.guildwars2.com/recovery and enter all the details and verify. But this didnt work. Because its not a password issue. The Account Email / Name has been changed by the hacker.

I am still waiting for help. Pls respond. All the relevant info is in my ticket and its properly prioritised.

Thanks

Ticket Ref No. 120903-004993 – Still waiting for help, ticket is properly prioritised. Account Hacked on 3rd September.

I got an email today (around 8 hours ago) telling me to visit this page https://account.guildwars2.com/recovery and enter all the details and verify. But this didnt work. Because its not a password issue. The Account Email / Name has been changed by the hacker.

I am still waiting for help. Pls respond. All the relevant info is in my ticket and its properly prioritised.

Thanks

Ticket Ref No. 120903-004993 – Still waiting for help, ticket is properly prioritised. Account Hacked on 3rd September.

I got an email today (around 8 hours ago) telling me to visit this page https://account.guildwars2.com/recovery and enter all the details and verify. But this didnt work. Because its not a password issue. The Account Email / Name has been changed by the hacker.

I am still waiting for help. Pls respond. All the relevant info is in my ticket and its properly prioritised.

Thanks

Same here, hacked since 03 Sept.

Account Recovery gives error. (Support’s suggestion didn’t work, still need help.)

Ticket Ref 120903-004993

Rhia.1465:

So after alittle over 24 hours i got my account back (yay) however all of my gold is now gone, this is strange as i was on my account when i got banned and i had all of my money. So these hackers not only got me banned but logged onto my banned account and stole my money?

This seems very strange.

Rhia did you go through account recovery page as well? can you please explain the procedure you went through? May be that’ll help us.

Because I am thinking I might have to guide this Lance guy all the way. I am pretty sure half of us here know more than this guy lol.

Gaile or other moderators, can you please get in touch with your support department and tell them to actually read the tickets?
And if you can tell this Lance guy to take a little bit of interest in what he’s doing, that’ll be great.

Thanks

Ticket Ref #120903-004993 – Hacked account. Suggested method didnt worked.

Yes I also got a msg from Lance. He is not reading the tickets, he is just directing everyone to the account recovery page, regardless of their issue.

This Lance guy has no idea about anything.

My account name was changed by the hacker but he send me to recover password.

Really? I mean are you guys serious? Is this a joke or a circus?

Come on, put some real tech support people on this issue.

Finally got a response from someone who has no idea what he is doing. The guy directed me to Account Recovery, which is primarily for recovering passwords.

Ticket Ref #120903-004993 – still need help with hacked account.

I already wrote in my ticket that the account name/email has been changed but I guess no one wants to read the ticket.

The procedure I was told to follow, i already tried that at least 50 times in last 2 days. Now this guy is taking me through all that again, i already know whats gonna happen. Well I tried it anyway and nothing happened.

Put some real technical support staff on this issue,

Since this is a new thread so I am posting my details again;

Ticket Ref No. 120903-004993

Account hacked on 3rd September, early in the morning around 4:30 am , ticket submitted few mins later at 4:57am .

Ticket is properly prioritised with all the required info as per hacked account ticket instructions.

Thanks

OK I just realised that when you create a new ticket and submit it, its status appears as Unresolved. If anyone checks that ticket’s status they’ll know this tickets needs resolution, it needs to be acted upon.

However, if you create a ticket and then later if you update it with additional info, the status changes to Updated, this might confuse whoever look at the ticket, because then the checker may think that someone already responded to that ticket.

Could this be causing the problem? Because my ticket (ref #120903-004993) status is showing as Updated because when I first created the ticket, I missed out some info but later I updated it. So the status is showing as Updated but I have not received any response from support.

Is it possible that tickets with Updated status go in seperate pool and Unresolved tickets are pooled seperately. And Unresolved tickets have higher priority than Updated ones?

Can someone please confirm if this is the case? Because this delay is unrealistically long, surely there is something wrong.

Talisen.7914:

Hello! I wanted to share with all those feeling as helpless as I did. I was able to “unhack”!

I was trying to login and getting the “Invalid password” error, since Sept 2nd. Needless to say, I had a ticket opened, and was getting quite frustrated.

Well, today I tried the new “self help” system, and it worked!!!!!

http://en.support.guildwars2.com/app/answers/detail/a_id/9222

I’ve got a shiny new password, totally authenticated (which i couldn’t do before). Of course, I’m naked now, and have no money, but hey I can log in and use my “town clothes” more :-)

Good luck guys. I know how annoying it can be, but I want to go log in and finally kill things with my wife again… with no armor… :-)

Talisen

Well you are one of the lucky ones, because hacker didnt change your Account Name / Email. The problem with me is that my Login Email is changed, if it was just the password, it wouldn’t be any trouble.

Still no response from a moderator.The detail I mentioned in my first post, is this all we need to mention in our ticket to prioritise it? From the support instructions it looks like it. But can a moderator please take a look at the first post in this topic and confirm it?

Because I submitted my ticket (ref # 120903-004993) with all these details and its close to five days now and no action has been taken as I mentioned above. I am really wondering now, if there is a mistake on my part. Because this delay….. this whole situation is unbelievable. Honestly, I can’t believe this is happening, unless most of us players are not getting instructions right and are making same kind of mistake with our tickets and failing to prioritise tickets properly.

Or do we really need to submit tickets in Sanskrit?

So how do you prioritise it? Can any moderator pls clarify it?

I followed the instructions, and my first post in this thread outline the details that i have mentioned in my ticket. This is what i gathered from the support’s instructions to priorities the ticket. Am I missing something? Is there something wrong with my ticket? Did i forget to mention something?

Or if everything is ok then why is it almost 5 days now and I haven’t received a single reply? Specially when wiki is saying that any tickets that are older than 72 hours may not be properly prioritised.

Please look at my first post in this topic and give me some feedback. I want to get my account back, this whole thing shouldn’t have taken more than an hour, instead its almost 5 days now. Some poor guys are waiting for more than a week, this is ridiculous, come on get back to us.

I feel for you mate, this is simply pitiful. Worst customer support I have ever seen.

Customer Service without telephone line, its not year 1746 you know.

Ok, so how do you do it? How the kitten do you do it?

Ticket, ref # 120903-004993

- Submitted under Hacked Account Issue Type.
– Subject line says Hacked Account – <Name of Hacked Account>
– Serial Code
– Name of Hacked Account
– New Secure Email Address (to which the account should be linked now)
– Game Display Name
– Character Names
– Description of the Issue.

Is this not how you do it? Well my ticket has all these details. Although i typed it in English, not sure if you require it in Chinese or kitten Sanskrit.

All the details that are required, are mentioned in my ticket, then why the kitten is it over 4 days and still i have no reply.

Stop misleading people through wiki that you are solving hacked account issues in 72 hours and actually start working on it. Only 2 out of every 10 people are saying their problems are getting solved, rest of us are still where we were a week ago. My ticket is 4 days old and no action has been taken upon it.

Give me a phone no. so i can call and get this problem solved or give my account back to me today. If it was anyother MMO , this would have been resolved within 1 hour.

This is plainly ridiculous.

hmm…yes i tried something similar as well but instance runs , specially some of the instance bosses in explore mode, are very difficult to deal with this kind of build or may be it was just me.

Seems viable to me in non instance situations and for pvp. In pve (for melee thief) it seems to me, no matter how perfect anyone is you still can’t dodge all attacks, you may dodge 8/10 but you may get hit twice and where each hit could one shot you without toughness or vitality.

Anyway, no word on healing power scaling? I sure would like to know how well healing power scale with signet of malice. If someone knows it and can post it, i’ll appreciate it.

Also please we need more ideas for thief builds to help ourselves and fellow players so dont be shy and share with us what you have doing with your thieves.

GrimShade.8091:

you are asking a question of, Melee, Ranged or Hard Mode.

Which is it you want?

Thief is a lot of fun but if you are new to the game and are not skilled at kyting then do teh ranger.

Any thief who is not using dual pistols dont need to kite at all, stealth and shadow abilities does it for him and Sword/pistol theif with signet of malice dont need shadow and stealth abilities either, unless its one of those very bad and unfortunate pulls.

Melee thief needs toughness, dont ignore toughness and you’ll be fine.

Ticket ref no.120903-004993. I posted the ticket at 4:57 am on Monday morning. Ticket is properly prioritised. I even PMed a moderator to take a look at my ticket if I am missing something, because if there is something missing I cannot figure out what it is? To the best of my knowledge my ticket is properly prioritised and everything is crystal clear, description can’t get any clearer. All the detail support asked for, is there. And its been well past 72 hours now and still no response.

I know there are people in line before me, I know there are people who have been waiting for 10 or 12 days, but honestly this shouldn’t have got this bad. It takes half an hour to one hour to resolve hack issue and get back into the game with any other MMO company, although I admit item restoration takes few days. But at least you get the control of your account within 1 hour.

I know this for a fact, because I have been hacked before and never took me more than one hour to get back my account. Here I have been waiting for almost 4 days. There is no phone line , there is no authenticator. Seriously what is going on? If you want to charge money for authenticator then do it, i am happy to pay for it as long as my account is secure, but at least give us an option to buy one. If you want to charge extra for support telephone calls, then do it. But at least give us a telephone no where we can call and resolve our issues. I am happy to pay as long as my problem is getting solved.

Come on guys lets do it like a proper business. I am happy to pay extra as long as I am getting good service. Please resolve me ticket and all the other outstanding ones as soon as possible, this is too much.

I levelled my character to level 80 in few days after early start , not to sit on mykittenfor the next whole week.

I do admit the password I used, I am using it for one another service and that another service is lot more valuable then this game or anyother MMO, but that account didnt get hacked and also this password never got hacked ever before either. You really need to beef up your security , also come up with an authenticator, I am sure people will be happy to pay for it. As long as the price is reasonable.

And please act upon my ticket give me my level 80 thief back with a working account and not a banned one.

I have a level 80 thief, I levelled him to 80 in 3 days, I was 80 when the game launched. Thieves are not hard but they are not easy either.

Although my account got hacked and all the early progress went down the drain, as I still dont have access to my account now and its been several days now.

Anyway thieves are great fun, thief is a valid choice if you want to have oodles of fun.

Lets talk thieves, so how are you all building your thieves? Pls discuss your thief builds, strategies, stat stacking here.

I have a level 80 thief and currently i am going sword pistol with him, in pve and pvp both. Also I found that in pve Signet of Malic works exceptionally well with swords, as swords can hit upto 3 targets at once and the heal on hit effect adds up. Signet of Malice give you an amazing standing power against big groups of mobs. The more you can hit in a swing the better. A pistol whip with signet of malice that hits 2 or more enemies can give a tremendous amount of heal back to you. At times you take on waves of mobs and stay at full health.

But I am going with this build because I want to build a melee dps with some standing power against mobs to keep more squishy members of the group safe. Sorta like semi tank / dps. Stats that I am stacking right now are Power, Toughness and Vitality. Although I am thinking of switching Vitality out for Healing Power, because Healing Power affects Signet of Malice, but I dont know about scaling values and how well Signet of Malice scales with Healing Power. Does anyone have any idea about this?

Also , please feel free to discuss your builds here. And i’ll appreciate if you have any advice or suggestion for me to improve my build.

Thanks

Ok, its definitely over 72 hours now. I belive my ticket, ref # 120903-004993, is properly prioritised and it was submitted on the morning of 3rd September, 4:57am. I believe I followed every piece of instruction that is given to us. Following are the details of my ticket.

- Submitted under Hacked Account Issue Type.
– Subject line says Hacked Account – <Name of Hacked Account>
– Serial Code
– Name of Hacked Account
– New Secure Email Address (to which the account should be linked now)
– Game Display Name
– Character Names
– Description of the Issue.

To my knowledge this is all that support is asking us to mention in our ticket to properly prioritise it.

Gaile can you please take a look at this post and let me know if I am missing something, because if I am, then I can’t figure it out. Otherwise can we please expedite the process, its been too long. Hacked account issues should be resolved in no more than a day, ofcourse, item restoration takes time but player should be able to get back in the game within a day. This is how it is, with all other MMOs.

Thanks

Thanks a lot guys for explaining this to me.

So there should be no problem and I can play both accounts on that one installation, regardless of the serial code? I mean as long as each of my accounts are registered with their respective serial codes on the website. Is this correct?

Sorry I am just confirming this, because I dont want to be ban for no reason, I do have rights to two seperate accounts, I just want to confirm if i am able to use one installation to play both accounts.

Thanks

Ok, one of my accounts got hacked on the morning of 3rd September and after that I had some problem with my system as well, so I cleaned up the whole system, reformatted my hard drive, so the game installation was gone and I could not do a new installation, as I bought the digital version and I did not have access to my account.

Yesterday, I bought the game from a retailer for my bro. Now, I am wondering if I do installation on my machine with this new serial code, that came with these retail DVDs, will I be able to play my actual account on this installation, when I get it back? Or do I need a seperate installation with the serial code of my actual account that got hacked, to play that account?

Thanks

Ok, its definitely over 72 hours now. I belive my ticket, ref # 120903-004993, is properly prioritised and it was submitted on the morning of 3rd September, 4:57am. I believe I followed every piece of instruction that is given to us. Following are the details of my ticket.

- Submitted under Hacked Account Issue Type.
- Subject line says Hacked Account – <Name of Hacked Account>
- Serial Code
- Name of Hacked Account
- New Secure Email Address (to which the account should be linked now)
- Game Display Name
- Character Names
- Description of the Issue.

Now am I missing something? To my knowledge this is all that support is asking us to mention in our ticket to properly prioritise it.

Gaile can you please take a look at this post and let me know if I am missing something, because if I am, then I can’t figure it out. Please help me out here.

Thanks

pardon my ignorance, but what is a RSA Token?

its 6th September today…. Oh wait, its 5th September there?

Oh kitten sorry, my bad, i got confused with the time zone difference. I am here in Australia. Still 8 hours to go i guess……..

Thanks for clearing that up for me, that time difference thing really got me confused.

Ok the new game status update says that if the ticket is older than 72 hours then its not properly prioritised. We must follow the instructions to get it properly prioritised.

However, i think my Hacked Account ticket Ref # 120903-004993, is properly prioritised. I followed every instructions to the very last letter. All the info, that is asked for, is there in my ticket and its older than 72 hours. Submitted on 4:57 am on the morning of 3rd September.

Can someone please help? Because to my eyes, my ticket appears perfects. Following are the details that i put in my ticket

- Submitted under Hacked Account Issue type
- Subject line says Hacked Account – <Hacked Account Name>
- Serial Code
- Hacked Account name
- New secure email address to which the account should be linked now
- Character Names
- Game Name (Although I can’t remember the last 4 digits but i took the best guess from my memory, and i mentioned this on the ticket. First part of the game name is correct, just dont remember the last 4 digits properly, but i guess they probably figure it out.)

Am I missing something? Any help, any advice would be much appreciated.

Thanks

So, whats the average response time at the moment for hacked account tickets? My account got hacked at around 4:15am Monday morning and I submitted the ticket few minutes after that. Now it is Thursday afternoon here in Melbourne, Australia, weather is beautiful , part sunny part cloudy with just the right kind of wind, but I haven’t heard a word from Technical Support since i submitted the ticket, except for that cold and lifeless auto email that is sent to all who submit a hacked account ticket.

I have two questions, why is there not a phone line for customer support? and why is there no authenticator for this game? This is almost the end of 2012, how do you expect to function without allowing your customers the use of a basic utility such as telephone to solve their issues with your product? Also, you dont release a top of the line MMO without an Authenticator these days.

Before this game I would have thought that everyone is aware of these two aspects of online gaming business.

That aside, I do understand that this game is a huge success and with the number of accounts that got hacked you guys must be in extraordinary pressure, i do realise this, but there must be a better way to handle this. Three to four days wait is too much, and here I see some of these poor guys are waiting for as long as 12 days.

I have been playing MMOs for a long time and I have been hacked before. There was this one time when one of my MMO accounts got hacked, (I am not going to mention name of the MMO, as people tend to get emotional when they hear the name), suffice it to say, its a major major MMO. This was 5 years ago and it took me 30 mins to get back into the game after getting hacked. Yes 30 mins, not 1 day or 2 days or more, but just 30 mins. I just called their customer support, ofcourse I had to wait in que for 15 mins but then the girl who took my call, fixed everything up for me in 15 mins, she also put up an item restoration app for me. So I was back in game just afer 30 mins of getting hacked. Although they took 5 days to restore the items that were stolen but the important part is that I was back in the game just after 30 mins, now thats examplary customer support.

You guys did an amazing job with this game. The game is exceptional, but need to do better with providing support to the customers.

Also coming back to my original question , can you please let us know whats an average response time for hacked tickets at the moment? And if a hacked account ticket is submited around 4:30am Monday, when is it likely to get attention of support staff?

Thanks

PS. Pls dont take this post negatively, but I am sure there must be a better way to handle this situation. Btw great job with the game, I hope future content will be just as great and gripping.

GaileGray.9587:

…………………………… If you would like to update your ticket for clarity or to provide more identifying information, simply update in the Support interface or respond to the most recent emailed copy you received and include as much of this information as possible………………..

Ok so what is meant by Support Interface? is that the box where it says on the top Update this question – Add additional information to your question, is that the one? Because if thats the one then I already updated it several times, trying to give as clear picture as I could. I mean if you check my ticket, it can’t get any clearer, even crystals are not that clear. (Ref #120903-004993). All the detail that is asked for is there.

Can you please confirm if this is what you mean by Support Interface? I submitted my ticket with Hacked Account as Issue Type.