Hi,
I had the email address associated with my account changed so this tool didn’t help for me either. What did help was logging on to my NC Soft master account (created for GW1 free trial just before I bought GW2). This showed me what the hacker had changed my email address to. I was then able to log in to my GW2 account on this site using the hacker address and my old password (which hadn’t been changed??) and change all the details back so the account is under my control again. Weirdly, nothing is missing from my characters, not even cash, and they both appear to be in the same place I left them in.
I hope this helps at least someone, I know not everyone has an NCSoft master account but maybe this will help one or two people.
- Cat