Showing Posts For goblin.5938:
I wanted to hasten to say that I do not know for certain that the e-mail account has been hacked, but it bears all the earmarks. So for security’s sake, I’ve made notes on both tickets and hope that helps her.
Thank you for your assistance!
I can’t prove that this e-mail account has been hacked but since there is a possibility, is there any way to change registration e-mail?
(edited by goblin.5938)
She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to Support@GuildWars2.com and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.
Thank you for response. We will use a different e-mail provider to submit another request.
But could you please check if there is a request from her? Submission e-mail address matches her registration e-mail.
I know it might sound like i’m some other person, but we live together, we play together and we read this forums together. And now we are using this healthy account to ask for help on forums, because other methods of communication didn’t work.
Please note that your friend will need to submit a ticket — you cannot do so for her.
If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.
Firstly, as i said, she has submitted the ticket herself (actually i helped her as we live together). Secondly, she can’t neither log into her account nor get any information about this ticket she submitted.
She can submit another ticket if you suggest so.
(edited by goblin.5938)
Her email account has probably been compromised.
Yes, i have taken that into consideration and I have already done all i could.
She uses my old PC which doesn’t have any spyware. Antivirus scan proved that.
Weird thing is, i logged into my account on that machine too (on the same day) but only her account got this problem.
I also don’t want to make 2 same reports. I work as a support engineer myself so i know it’s disturbing to have multiple same requests from one person.
This is why i actually opened this thread here, on forums.
(edited by goblin.5938)
Hello, forum dwellers and administration.
My friend with account name Raven.1429 has a problem logging in and contacting support team.
After her first day playing the game she has received over 20 e-mails of attempts of logging in, overnight.
After that she can’t log into the game and can’t reset her password. When resetting password, system says that there is an error and she needs to contact support team. She has submitted a support request but didn’t get any confirmation that request has been submitted (24 hours have passed since submission already).
She also checked e-mail settings as described in “Not Getting Our E-mails” topic and nothing seems to be out of place.
Any advice or help from support team would be appreciated.