Guild Wars 2

Keep the faith my friend.

Got my account unbanned this morning. Ticket was from 8/31. Only issue now is that they transferred me from my server to another. Is there any way support can or will move me back. My server is currently full.

Just wanted a bit positive on this forum and to give you guys an idea of turn around time

I would also suggest using gmail and their 2 step authorization. You do not want to get hacked and be out of your game for a week+. Take the time and do it now.

If you haven’t already may a totally different email account to use only for GW2. Change your user name to this new email and change your password.

Alright thanks. I updated the ticket within 10 minutes of it being released back to be but never got a response after that. Made me worry that my ticket was possibly closed on Anets end

Yeah I saw that I just want to make sure that I have done 100% on my end nearly 6 days makes me wonder if I am doing something wrong.

Do I need to make a new support account. I have one that I created because my account got hacked. I got it back but I am banned. I updated the original ticket but haven’t gotten a response since. Is this because I need to make a new account?

Updated original ticket:

Email address was reset on my guildwars account

120831-011910

Updated

08/31/2012

This looks better

Doesn’t appear that you can update the topic. Wish we got some explanation why people with earlier (9/2 9/3) tickets have been resolved (restored and unbanned) and some of us with older tickets (8/2x) are still left hanging. It feels like I am doing something wrong on my end.

We don’t update the title correct?

Agreed thanks for the update Gaile

anonymouse.9053:

If your password is complex enough, brute force isn’t an issue.

Totally untrue. By not locking down multiple wrong attempts at logging into an account a hacker can go to town with thousands of attempts. Eventually every password fails.

They would prevent the rest of us who got hacked via brute force.

Perma banned for no reason. No reason shows up when I try and log on. Perma ban happened when I got hacked. No resolution and no response to the multiple tickets I placed. Multiple because I have gone through two different efforts at prioritizing tickets.

Hacked and banned from 8/31. Tickets are as follows.

“Blocking Login – Ticket submitted 8/31 – Ticket number 120831-011910 120905-004772 Unresolved 09/05/2012

“Hacked Account – Ticket submitted August 31 – Ticket number 120831-011910” 120903-013093 Duplicate 09/03/2012

Email address was reset on my guildwars account 120831-011910 Updated 08/31/2012

Welcome to the club my friend. Hope yours goes faster than ours.

And brute force attacks. As in they know your username and try random passwords until they get in. Don’t assume that everyone who got hacked had any control over it.

The hackers used harvested accounts and brute force attacks.

Incidentally you don’t ever talk to someone. You get talked at and have the choice to reply. Just the nature of their support system not a dig on support staff.

Zuruck.1896:

Nope. Totally new account just bought for wife. And she is po-ed she cant play, she loves this game

Totally sucks. We all love the game which is the worst part. They did SO many things well and then all their hard work goes right down the drain because the fall on their face with security first and customer service second.

Yeah my first ticket is from the 31st second ticket for the reprioritizing is from the 3rd and third ticket from the new reprioritizing is from the 5th. Second ticket says duplicate. No clue what that means. First ticket says updated and third ticket says unresolved.

anonymouse.9053:

So they sent you email with the wrong info?

If you are referring to daily updates, those are general updates for the entire community.

Well yes they told me my account was recovered and good to go but it was still banned. The daily updates are still wrong even if they are general and for the entire community. Just because you mass distribute wrong information does not make it right.

anonymouse.9053:

They will give up updates eventually.

No no no they give updates daily that are incorrect. I am waiting for them to give an honest update. Wonder how long eventually will be.

Shwakax.7536:

well holy hot diggity dang!
I got a response from the CSR!
Apparently my account has been restored – too bad im stuck at work and cant check it lol
Good luck to all those still in this situation, I truly feel your pain and remember your options!

Restored or unbanned?

babylon.1647:

Many who are banned have had their accounts hacked. If your account is hacked, would you rather ArenaNet do absolutely nothing about it and let the person who stole your account run wild with it, taking everything? And perhaps selling your account?
no.i would like them to take action but keep me informed as to why and what they are doing.

And they have done neither of these things. Accounts are banned after the damage is done and characters are cleaned out or deleted and then they don’t provide updates on what is going on. Well I mean other than the update on the wiki that has yet to be correct.

Leneya.5036:

This will have Impact on your Reputation. Do it RIGHT please.

Its like they don’t understand they are running a business… “Start an MMO and people will play…” For how long?

Dahgoth.4617:

Another tip: post your 1st ticket and prioritization ticket numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

This does nothing by the way

try whatismyip.org

At least you have a reason for being banned. I get no reason for being banned so I am pretty sure they banned it because it was hacked which is nice except it isn’t hacked anymore but they neglect to unban. Some of the worst business practices and customer relations I have ever seen. Oddly enough my character is somehow still online according to guild mates but I am banned. At least someone is enjoying my work.

Mods on this forum are powerless when it comes to support. They can look at a ticket and no more. I wouldn’t get your hopes up too much.

Pretty much if you just tried logging in it is you. The rest is based on your network setup and such. It should show you the city and country too. Mine did.

Just curious why my character is showing as signed on (according to guildmate) even though I am currently perma banned? My account got hacked 5+ days ago and I am curious if this is slowing down the unbanning process.

Nothing on this forum is going to help you get your problem fixed. Support will continue to move through tickets one after the other in their “order” so don’t get your hopes up.

They also changed their wording from all tickets prior to such and such date are completed to all tickets prior to such and such date have been prioritized. Still annoying because I have an outstanding prioritize ticket previous to the 1st

The mods can access the tickets and see the info in them but I guess they cannot actually do anything with it. The purpose of getting the forums up was most likely so we would all quit spamming their twitter account. And seeing as how there hasn’t been a single example of this forum helping a hacked account I wouldn’t hold your breath. Welcome to the family.

They were pretty much useless anyhow

Hey some of us they ban for no reason at all so don’t feel bad. Seems like they are swinging the ban hammer fairly liberally

Hop in line There are tickets from 8/2x open for some people in the forums.

Day late and a dollar short it seems. They are trying to protect your account because it was most likely hacked. The banning goes quick its the unbanning that doesn’t appear to be happening

This is the way it will go down. You will submit a ticket and wait 3 or 4 days for a reply. They may or may not retrieve your email at that time. If they don’t then expect a few more days of waiting. If they do then you will try and log on however you will be banned. At this point you will update and resubmit your ticket and wait an unknown amount of time to have your account unbanned.

rbigdog.9357:

Seriously, the waiting days and days for your hacked account to be unbanned is rather silly.

Kind of seems like the guy who restores your account should unban you as well huh?

Aero.8160:

I wonder if anyone who has posted on these forums has had any kind of response from customer service team today. I know I was one of the first posters on the “Players still waiting thread”. Also, someone at their customer support team is incorrectly flagging tickets as done, seeing as so many people have posted about tickets older than Sept 1, still unresolved that involve hacked accounts and the Karma Exploit bans.

Right there with you. I want a response from a mod as to who unbans accounts.

Sorry should have quoted Aero. His understanding of who unbans

For the hundred of us or so on these forums now that isn’t true

That sounds likely except it happens to a huge number of people. That seems an odd set of events to happen over and over again

Who unbans accounts Gaile?

Has anyone in this post had any sort of resolution to their problem?

When you get your account back it will most likely be banned so don’t get your hopes up like the rest of us

I don’t understand why support would retrieve my account and then leave it banned. Can anyone explain this to me please.