Guild Wars 2

120901-005179

Going on day 13.

Seriously, when other players with tickets from this week are getting accounts restored and I can’t even get a response from ANet on my 11 day old ticket, what am I supposed to do? Check back at New Years? I work in customer service responding to emails and we have to respond to 90% of our clients messages within 24 hours. I know you guys are working hard, but I hear the first weeks after an MMO launches can be busy. Maybe prepare for that by hiring enough staff to handle the load. I’m pretty sure there’s enough unemployed people out there that finding qualified help wouldn’t be a problem.

120901-005179

Banned for gold/item selling after attempted hack on 08/31/12. I’ve never made another ticket and only got one response in email from Support asking me to answer security questions which I did on 09/05/12:

Response Via Email (GM FruitSnake) 09/05/2012 06:58 PM
Hello,

Due to unusually high ticket volume, it has taken longer to get to your ticket. Thank you for your continued patience and understanding.

I’ll be happy to assist you. However, I need to verify ownership of the account first. Please answer the questions below, if you have provided the information below, please reply and let us know and we will be happy to help you further.

— What first and last name did you use when you created the account?
— What physical address did you use when you created the account?
— What date of birth did you use when you created the account?
— What are all the retail access keys currently registered to your Guild Wars game account? (Please include the retail access keys from each campaign.)
— What is your Guild Wars login name?
— What are the last 4 digits of the credit/debit card used to make any Guild Wars purchases online from us? (if applicable)
— Can you recall any partial names for your characters?

In the future, when submitting tickets concerning login issues, please visit the following web form to contact the Account Login Team, as this will speed up the process:

https://guildwars.custhelp.com/app/account/support

Regards,
GM FruitSnake
The Guild Wars Support Team

My email was never changed, but I can’t access my ticket to check the status or update it. Support page login says my account is disabled. Can anyone help?

Just an update. I still have not received any emails, other than the one offering me the Digital Deluxe edition, which, while humorous given the circumstances, I declined. Is there a way to get confirmation that my ticket from 09/01/12 is in the pipe for resolution soon?

edit: 120901-005179 is the ticket. This post got moved from my original in the general population.

Account hacked and terminated for gold selling. I’ve changed the password and received one email on 09/05/12 from Support asking me a series of security questions, which I answered the same day. Nothing since then. No emails yet today, but I will update if I get one.

Also, I can’t check or update my ticket status. The Support login says my account has been disabled.

magnumgoatcolon.4235:

Chobiko.9182:

magnumgoatcolon.4235:

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

If you can log in with your password, do so, and change your password. make sure email authorisation is on, and disconnect any logins from China.

Then update your ticket with info that you have changed your password, that you would like any permanent authorisation to any china IP to be undone, include your serial and present IP and location, and that you have full control of your situation.

After you have done that shoot a PM to one of the Support Staff on here with your ticket number explaining that you were banned, but that you now have control of your account, ask them to check the ticket and de-freeze your account.

PS. You were not perm-banned for protection, someone gained access to your account. That means either you authorised (clicked the link in one of the mails) the log in attempt, or your mail has also been compromised. I would change the password for my mail as well and download some heavy malware protection softs and run a few scans see if they got anything. Take every precaution possible to make sure you have a safe connection, clean computer and secure passwords.

I’ve already changed my passwords and I run malware protection already. My email password was already different from my game password as well, which is why I don’t think they were able to access my email. That and the 2500 verification emails made me think they couldn’t get in to confirm anything. It seemed more like a brute force attempt but I will add the info you suggested to my ticket if I can.

Eh, the system won’t let me update my ticket due to my account being disabled. I’ll see if I can figure out how to PM one of the Support Staff.

Chobiko.9182:

magnumgoatcolon.4235:

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

If you can log in with your password, do so, and change your password. make sure email authorisation is on, and disconnect any logins from China.

Then update your ticket with info that you have changed your password, that you would like any permanent authorisation to any china IP to be undone, include your serial and present IP and location, and that you have full control of your situation.

After you have done that shoot a PM to one of the Support Staff on here with your ticket number explaining that you were banned, but that you now have control of your account, ask them to check the ticket and de-freeze your account.

PS. You were not perm-banned for protection, someone gained access to your account. That means either you authorised (clicked the link in one of the mails) the log in attempt, or your mail has also been compromised. I would change the password for my mail as well and download some heavy malware protection softs and run a few scans see if they got anything. Take every precaution possible to make sure you have a safe connection, clean computer and secure passwords.

I’ve already changed my passwords and I run malware protection already. My email password was already different from my game password as well, which is why I don’t think they were able to access my email. That and the 2500 verification emails made me think they couldn’t get in to confirm anything. It seemed more like a brute force attempt but I will add the info you suggested to my ticket if I can.

Ticket #120901-005179

I’ve been perma-banned for gold selling activity since 08/31/12. I had a couple of thousand verification emails about someone in China trying to login to my account all day on 08/31/12, so I’m assuming I was perma-banned for protection. Opened a ticket early on 09/01/12, got an email from Support on 09/05/12 asking me to answer some security questions, which I did that day and haven’t heard anything since.

Is there an ETA on how long this process has been taking? Should I update anything regarding my ticket or the email I received?

[Incident: 120901-005179]

I came home on 08/31/12 to find a message stating that my account was terminated for engaging in or assisting with gold or item sales for real-world money. I have not done so and there were a couple of thousand (literally) emails in my inbox about someone trying to access my account from China. Have not heard anything back after filing my ticket. Hope I can get my account back soon, I was enjoying myself!

Also, is it possible to change emails after the fact?