Guild Wars 2

An additional reason why malware/keylogger can be shown to be the cause of your issue Zpiven, is the speed in which you lose access to your account. Hacking can take multiple forms, but usually the information needs to be gotten somehow.

If you used a new email address and a complicated password, and just after finishing this change you were hacked again, it means that the information was intercepted via a few possible means.

One is man-in-the-middle, which they intercept the communication on the way, but with a decent encryption, this takes time to decipher unless certain key parts are in plain text. I do not believe ANet has this information in plain text when it is sent from your machine to their account servers.

The other possibility is you or ANet is compromised and they are receiving this information. Since it seems to show that ANet are effective on their end as well as trained professionals that know how to keep things up-to-date and prevent this information from being leaked, it falls to your system most likely being the cause of the issue. Key-logger is the best tool for them to use to get this information.

Given that you have listed an AV I haven’t heard of, you may be compromised. Try going with industry standard AVs like Kasperky, get the one industry experts (PC World, etc) say are good AVs at this time. A full format though may be your best choice to start, because it helps clean things off that may linger.

Like Gaile said, talk to their support for suggestions on how to do this.