Guild Wars 2

Well I’m happy to see that my BF was able to get back his account this quickly, but of course all gold and unbound items are gone, as well as all the gems he bought (all with money…)

NOW I’m concerned because we had all of my friends/guildmembers report his character/account for scamming while it was hacked as a desperate measure to protect the rest of the guild’s assets… I hope that it doesn’t get processed later and he loses access to the account again. lol.

I guess we’ll let the issue of the $30 worth of Gems drop as a thanks for a quick turnaround time of getting him the account back.

And there’s another thread saying that people’s accounts who were suspected of having been hacked were suspended so that the hacker couldn’t do any damage. This is obviously not what happened in your (your husband’s) case or mine (my boyfriend’s). The checks that they are running are obviously not working (and hindering legitimate players in the process, from what I’ve been reading); and the one of the best solutions (the simplest) they’ve said they’re not implementing because “the principal owner of security is the account holder him- or herself”? I really don’t

I knew my thread (trying to get an immediate response as the perpetrator was online) was a long shot (more of a panicked cry for help from anyone who CAN do anything), but to think that there are tickets that are 17 days old with no response? Supersadface. I’m one of the first people who will defend customer service representatives with a “I’m sure they have plenty of cases and are just overloaded” but that’s pretty ridic.

GaileGray.9587:

Interesting question. And you seem to assume that every company can do character roll-backs or full-account restorations? Nope, not every company can do that. In fact, what I believe is the largest MMO in the world (to date, anyway grin) does not have a restoration feature.

We are working on account restorations and will have them in the future. At that time you can elect to request that service.

Factual assumptions and customer expectations aside – I LOVE this attitude, this is exactly how I want to hear customers being treated when they have an issue! [/sarcasm] If someone’s already complaining about the way they were serviced in the game, you’re going to come back with an attitude and patronize your clients? Not to mention other people have already shot-down your comparison claim? I love your game, but I’m becoming more and more disappointed in your customer service by the minute, ANet. :\

Oh, nevermind – he’s logged off – that probably means he’s sold/taken everything including his gems and is done with the account.

This would’ve been VERY easily prevented if you guys had paid attention to what people said in this thread, instead of removing yourself from all responsibility of security.
https://forum-en.gw2archive.eu/forum/support/account/Hacker-s-and-you/

GaileGray.9587:

Someone can try all day and night to change your email address, but they can only do that if they know the email address and the password. They can try to reset the password, but that is only processed if you confirm it.

Account security is important to us, but the principal owner of security is the account holder him- or herself.

This is stupid. The OP is right because this has been a problem for my boyfriend just now – his account was hacked last night (we were playing until about 3am est, and came down before 11am est) and in one night, someone was able to change the E-Mail account (and password – I’d assume) of his account WITH NO CONFIRMATION TO HIM. He also has never given his password out to others, not even our closest friends in guild.

There’s obviously something wrong on YOUR end because even if it was a keylogger, the first thing they would’ve hacked would probably have been his bank account, not his GW accounts. >_> All other password-protected accounts that he owns is FINE.

This is a huge issue on Arena Net’s end that NEEDS to be addressed, not just dismissed as the player’s responsibility. I do realize that a lot of players’ accounts are compromised due to their own negligence, but that is not the case here and to hear you guys dismiss all responsibility and make the players carry this burden is just further victimizing someone who doesn’t deserve it – it’s just insulting. FIX THIS.

Someone hacked my BF’s account, changing the account’s e-mail and password with NO confirmation (only a notice) to his original e-mail.

My boyfriend is now unable to play, while whoever hacked his account is online RIGHT NOW on his account, and because the both of us are leaders of our guild, I cannot strip him of guild vault access rights or other guild capabilities (even though I was the one who created the guild).

The account has NOT been suspended as was talked about in the other section of the forums, and EVERYTHING that he has on his account, gold, purchased gems, and ALL our GUILD VAULT stuff is in jeopardy. I am extremely upset and worried about this. Is there anything you can do IMMEDIATELY to kick/suspend the account and protect his/our stuff?

UPDATE: He has already taken stuff from our guild vault – I’m withdrawing everything else of worth now, but if action is not taken NOW, all his stuff will be gone. My BF submitted a ticket about it to support already, but I fear that will not be fast enough. He has purchased Gems in the past, and if that is all gone that’s a real-money investment on our part that will be lost.