Guild Wars 2

Gaile Gray,

Ticket number: 595709. If I need to provide additional information I am more than happy to do so. Thank you for your continued effort.

Pan

I sure hope so, it would be an injustice to those gamers who are just playing the game to lose what they paid for and put time into. I know ANET is working hard though to fix these issues.

Xion.5968:

Stevethetrain.5170:

I’ve been hacked twice in 24 hours and lost a precursor and over 154 gold among other stuff. How do I put in a ticket and how did they get round the security?

The same thing happen to me as well in less then 24 hours lost 356 gold and almost everything I work on. I wrote Anet 3-4 ticket in less then 24 hours.

More tickets means a slower response time for EVERYONE, make sure you close the duplicates.

Stevethetrain.5170:

I’m wonder if I shouldn’t just abandon this game and be done with it.. I’ve spend a fair bit of money on this game and not I have to create a whole new email even though my serial code was stored on my old account.

I just feel so depressed and it looks like anet is being less than helpful with it customers.

The game is too good to abandon! Make sure to save your serial and work the security fixes!

It seems this is a much wider and systemic issue than I once thought. I hope that by taking all the recommended security steps that ANET and the forums have guided me too I can avoid these issues in the future, I am still waiting on an account fix from the hack but will be sure to keep posting my progress here.

Many emails allow you to see recent account activity and you are able to see if someone other than you is accessing your account. Please review the security on your email and if you see any of these outside your network accesses… your email is compromised… abandon as per suggestion.

I suggest seeing “Account Hacked” its a thread where I have had similar issues. I recommend setting up an authenticator for his account as well as changing ALL your passwords to include the email associated with your account. If you look at the recent activity be sure to notice anything outside of your general living area as accessing your accounts, that is not you! Make sure to set up some sort of two step verification on your email as well. Hackers won’t stop! I hope you get your account back soon!

It’s sad people do this

Seera.5916:

Pangur Ban.7095:

Brother Grimm.5176:

Pangur Ban.7095:

P.S. If you think the title is misleading, I suggest “Account Hacked, Use Authenticators” as I would like to see anyone else in the future avoid this issue. I have since added an authenticator and resecured all my emails. I recommend this to EVERYONE who has not done it yet. I found activity from my email all over China and Japan and have since blocked these connections/changed passwords/and added an authenticator to my GW2 account. Please everyone do the same!

You should DEFINITELY change your associated email account as they have HALF your log in credentials for GW2 (and possibly other sites) just by knowing the email account. I would also suggest discontinuing the use of that account (especially for any financial or retail sites you visit regularly or save your CC info on). Better safe than sorry.

I totally agree with you. I’m in process now of swapping out all my account info away from that email! I am waiting though for ANET to restore my account before changing the email as my ticket is open under this email. I just hope ANET comes through. I didn’t realize account security was as poor as it was without an authenticator. I hope ANET publishes a larger PSA in the login screen about authenticators and the trouble that they can save you in the event your email or account is compromised.

Here’s what you do: get a new email address and the email support saying future updates to the ticket will be from this email from the new email address. That way those who have unauthorized access will be less likely to derail your ticket.

Thanks, I didn’t know that worked! I am also setting up two step verification on my current email to also deter hackers. I will be creating a new one as well. Thank you!

see about locking down your email through the site you use for service. That will need to be your first step. Second add an authenticator to your account. I’m having similar issues.

Brother Grimm.5176:

Pangur Ban.7095:

P.S. If you think the title is misleading, I suggest “Account Hacked, Use Authenticators” as I would like to see anyone else in the future avoid this issue. I have since added an authenticator and resecured all my emails. I recommend this to EVERYONE who has not done it yet. I found activity from my email all over China and Japan and have since blocked these connections/changed passwords/and added an authenticator to my GW2 account. Please everyone do the same!

You should DEFINITELY change your associated email account as they have HALF your log in credentials for GW2 (and possibly other sites) just by knowing the email account. I would also suggest discontinuing the use of that account (especially for any financial or retail sites you visit regularly or save your CC info on). Better safe than sorry.

I totally agree with you. I’m in process now of swapping out all my account info away from that email! I am waiting though for ANET to restore my account before changing the email as my ticket is open under this email. I just hope ANET comes through. I didn’t realize account security was as poor as it was without an authenticator. I hope ANET publishes a larger PSA in the login screen about authenticators and the trouble that they can save you in the event your email or account is compromised.

P.S. If you think the title is misleading, I suggest “Account Hacked, Use Authenticators” as I would like to see anyone else in the future avoid this issue. I have since added an authenticator and resecured all my emails. I recommend this to EVERYONE who has not done it yet. I found activity from my email all over China and Japan and have since blocked these connections/changed passwords/and added an authenticator to my GW2 account. Please everyone do the same!

Gaile,

Thank you for your prompt reply. This is the response from Anet I got via email:

“Martin (Guild Wars 2 Support)

May 06 19:31

Hello Jacob,

After researching the provided information, we will not be able to assist you with accessing this account.

Regards,

Martin
Guild Wars 2 Support Team
http://support.guildwars2.com/
"

So you will have to excuse my thinking that I would not receive any more help with the issue. If that doesn’t sound like a ‘no’ to my ticket I don’t know what does. However, I do appreciate that someone else has taken a look at my issue and given me an update. If the original email response had said they needed more information or more time to verify the account hack I would not have been so distressed. I believe I just received one bad response from an individual, and it is not indicative of the support team as a whole. I respect the ANET support team and hope to report back with everything in a good light soon.

Thank you for your time,
Jacob

Dear Community,

I have been playing GW2 since launch. Recently my account with all my gold, 8 characters, and items was compromised and everything was stolen. I not only put a host of hours into this game but also made in game purchases. I thought that everything would be alright though as ANet has a ticket for this and they can reroll your account… wrong! ANet reviewed all my information (correct information) and denied my request for help. They didn’t give a reason at all. I have spent a lot of money on this game to include gem purchases and ANet outright refuses to help me. I am saddened by this event and have responded again to ANet asking what I can do to prove my account was hacked. It looks quite clear to me. Beware of your accounts and please put an authenticator on them as I have now learned to do. If there is anyone out there that has had a similar situation, please help me! GW2 is one of my few scapegoats from a busy and unforgiving reality and I want to join my community again! Please help!

Sincerely,
Jacob