Guild Wars 2

Bluewolf.3812:

Rhia.1465:

So after alittle over 24 hours i got my account back (yay) however all of my gold is now gone, this is strange as i was on my account when i got banned and i had all of my money. So these hackers not only got me banned but logged onto my banned account and stole my money?

This seems very strange.

Rhia did you go through account recovery page as well? can you please explain the procedure you went through? May be that’ll help us.

Because I am thinking I might have to guide this Lance guy all the way. I am pretty sure half of us here know more than this guy lol.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”

This is what i did to recover my account. From the forum posts i have read i got lucky that they did not change my email address. I was online during the “hacking” and as soon as i realized something was up i went into defense mode and changed all my pw’s i do know they tried to change my stuff but i was faster then them. It is very odd still that my money is gone when i was online and had it when my account was banned and there is no way possible someone got onto my account unless somehow you can be logged onto the same account twice.

So after alittle over 24 hours i got my account back (yay) however all of my gold is now gone, this is strange as i was on my account when i got banned and i had all of my money. So these hackers not only got me banned but logged onto my banned account and stole my money?

This seems very strange.

No they wont look at your account i a none cheating player am banned by mistake and they need to fix that first.

Triki.6973:

Same here.
I understand that they try to do their best but…. how many of them are working on this….?
The point is that some of the banned accounts are correct ban, but most of them are a mistake or hacked accounts.
I think the “system” here, has to protect and garantee a good game experience for honest players and than catch/punish or whatever, the incorrect players, and you can do this only making double triple checks before banning someone.
Not banning AOE around and than make people wait 7days just to have a reply from “the support”. Maybe you can “freeze” the account for 24h to check if there are exploits or hacks but ONLY if you know you can check in few hours…. not 1week!
The only support i found untill now is the autoresponse system on my ticket.

If we are too many and the “support” can’t act quickly with everyone, than just make a clear, exhaustive official post/news with the real “point of situation” of what is happening and true time of waiting for “honest” players… customers.

+1

How long is it until someone takes legal action against them for this? they need to use all the money we gave them to hire people right now so we can get what we paid for.

Any updates on my account? still no word from anyone.

I just want my account back.

Still waiting to hear from someone. been 24 hours

I wont post what i posted before as i wont risk being banned from the forums but i assure you it was not rude and in no other forum/game would it ever be deleted.

o_O…I am being polite. I have not said one rude thing.

Drintar.1246:

Rhia how is it a nightmare? The system said hmm this account appears compromised, which from what you are telling me it sounds like maybe it was, the system then perma banned the account so the hacker couldn’t do any damage and you could get it back, you then filed not one but two tickets which by the way WILL NOT get you seen faster. You need to submit only one ticket following the procedures outlined in the sticky for hacked account prioritization tickets and then update that one ticket.

They are a bit behind but working to get some systems in place to make things go faster. I mean they could have just let the guy go ahead and hack into your account and if you’d saved a paypal or CC account to the gem store let him buy 5000 bucks worth of gems/stuff.

EDIT: Also the staff here isn’t able to do support directly from this page you just have to wait for the ticket to be handled.

I submitted two tickets because i had no idea how i could have been banned, the first one is me saying umm you guys messed up i am banned for no reason fix it please. The second is after i read the forums and looked online and realized they messed up alot of people accounts so i sent in another ticket explaining my situation and all of my details in the format they requested before i realized i could edit a previous ticket.

And for the record they did handle it wrong. I have played dozens and dozens of online games before, some of my account in other games are/were worth thousands of dollars at any given time and none of them have ever been compromised. Now here with my maybe 5 hours of game play and my lvl 38 ele with 2 green items is SOOO important they needed to perma ban me to protect me instead of simply banning the IP’s besides my own trying to log onto my account.

anyone who can fix this around?

mine appears to be perma-ban.

what a nightmare

Freyar.3254:

ArenaNet will do what ArenaNet does. I doubt any suspension is automatic barring reactive security measures for compromised accounts.

I know, I’m just upset at not being able to play just because some jerk wanted to try and hack me(this is the only possible explanation) and even more upset that i have to wait hours & hours and still not get a response from support about it.

I am a victim of the hacker and a victim of arenanet support system.

Freyar.3254:

Rhia.1465:

Freyar.3254:

Rhia.1465:

perhaps they should be pulling EVERYONE from what they are doing to work on giving the people who have already paid them the service they paid for.

Because developers, artists, lawyers, and hardware technicians do the same work CSRs do.

Its not hard they could grab the guy at the street corner with a sign and give him a 10 min lesson on how to reinstate falsely suspended accounts and he would be a pro at it.

It’s nowhere near that easy. —Okay, more appropriately the action isn’t difficult, but the research is a bit more involved. ArenaNet is hiring more support anyway.

What research? obviously the ban was some sort of automated system as i have broken zero rules Im only lvl 38 and every single quest i have done my bro did with me and yet he is not banned and as i stated before i have barely typed 20 words in gw2 chat. therefor just undo all the bans that automated system did as it clearly is not working as intended.

Freyar.3254:

Rhia.1465:

perhaps they should be pulling EVERYONE from what they are doing to work on giving the people who have already paid them the service they paid for.

Because developers, artists, lawyers, and hardware technicians do the same work CSRs do.

Its not hard they could grab the guy at the street corner with a sign and give him a 10 min lesson on how to reinstate falsely suspended accounts and he would be a pro at it.

perhaps they should be pulling EVERYONE from what they are doing to work on giving the people who have already paid them the service they paid for.

Today i was in the middle of playing (I just made a new ranger and was leveling her) when my screen suddenly went black and i had to go to my task manager to close gw2. When i tried to log back in it told me i was banned for breaking the rules of conduct. I have only played this game with my brother as we both got it on my birthday from my father and i have not said more then 20 words in chat since i started and none of them could be even remotely considered rude. Me and my bro have had a blast playing together and i have no idea why this would happen. Also right after i got the ban message i checked my email and i saw about 100+ emails from arenanet saying i needed to validate my email address(all were sent within a 3ish min time period) could someone have perhaps tried to hack me and some failsafe program banned my account to protect me from account thieves?

Can someone please look into this for me i have submitted a ticket for assistance but i have been waiting for hours with no response and i gave all the appropriate information.

Time is money please do not keep me waiting.

my account tickets. 120906-003079 and 120906-003009