Guild Wars 2

Hey there, writing this on the behalf of my boyfriend due to his issue with the password.

His account got compromised this Monday, someone was loging in on his account and his password had been changed.
Filed a ticket to support and got help very quickly, good work on the swift response that time btw – only some 8hours waiting time.

He got a link to set up a new password – in this mail it stated that first after he submitted a new password he would be able to login into his game, this link would only exist for 24 hours. Anyway, he followed the link and registered a new password so far so good we thought.

Still says “incorrect password” – this 1,5days after he setup a new one via the link submitted from Support Account Creation. Filed a new ticket with all the information +his incident nr from the hacking ticket, haven’t gotten an answer yet though. Would much appriciate if we could get one in here!

We are kind of wondering if this is normal? I mean is it supposed to take a fixed amount of time before his new password will work? How long in that case? Or did something go wrong and the servers doesn’t recognize this new password at all?

The hacking issue ticket: [incident: 120903-007815]
The currently open ticket: [incident: 120904-003149]

Yeah I know we got lucky with the first respond time – perhaps it had something to do with a properly filled out, detailed informational ticket? I’ve worked as tech support once upon a time and know a tiny bit on what to write and what’s important to add.

However, this time it seems to take a lot of time to get an answer to a really easy question. Either it’s normal for a Password reset in a case of being compromised to an hacker to take extra long time before the new password works – as a safety measure. Or this is not how it’s intended to work and something went wrong when registering the new password.

If it’s the first case everything is fine – but our new incident ticket is an unnecessary one clogging up the system.

If it’s the second one we’ll happily wait until they got time to look into the issue.

It’s the not knowing which one it is that’s the frustrating part.

Hey there, writing this on the behalf of my boyfriend due to his issue with the password.

His account got compromised this Monday, someone was loging in on his account and his password had been changed.
Filed a ticket to support and got help very quickly, good work on the swift response that time btw – only some 8hours waiting time.
He got a link to set up a new password – in this mail it stated that first after he submitted a new password he would be able to login into his game, this link would only exist for 24 hours. Anyway, he followed the link and registered a new password so far so good we thought.

Still says “incorrect password” – this 1,5days after he setup a new one via the link submitted from Support Account Creation. Filed a new ticket with all the information +his incident nr from the hacking ticket, haven’t gotten an answer yet though. Would much appriciate if we could get one in here!

We are kind of wondering if this is normal? I mean is it supposed to take a fixed amount of time before his new password will work? How long in that case? Or did something go wrong and the servers doesn’t recognize this new password at all?

The hacking ticket: [incident: 120903-007815]
The currently open ticket: [incident: 120904-003149]