Guild Wars 2

http://en.support.guildwars2.com/app/answers/detail/a_id/9222

Another user from the guildwars2forum who recently got his account hacked and is now waiting for support:

Ticket #120910-003954

See also: https://forum-en.gw2archive.eu/forum/support/account/Account-Issue-Updates-10-September-2012/first#post48315

If they know which email address you’re using for this game, I actually recommend changing your email address as well – use a new and unique email address just for this game (in combination with a new and secure password) That’s the best way to ensure that you won’t get hacked.

dagz.7215:

who could have expected their account to get stolen so easily? They did it without having access to his email, which IMO is a major cause for concern.

Actually, they must have had access to his account (ie. known his email address and password) to be able to do this. But to address your concerns: if he purchased the game from the official website, then it is indeed possible that he didn’t have an access code mailed to him. ArenaNet Support should be able to help him get the access code back so that he can log in. He’ll probably just have to provide some proof of purchase.

Cowkill.8573:

Cheiron, what I want to know is: if in a week or two will be possible to do a rollback, shall recover my character or is it lost forever?

I do believe they will be able to revert back your account to the state before it was hacked (at least Gaile implied as much). But yeah, I can imagine that you want some confirmation that they do indeed have backups/logs of everything on your account, so that they can revert it back to a date far before the rollback program becomes active. Maybe an ArenaNet dev/support employee can confirm that?

Skuslebud.2861:

Hi Cheiron,

As read from an earlier topic, I believe a gentlemen lost $250 because ArenaNet saved his CVC credit card number (Without permission) when purchasing gems from the gemstore. His account was then hacked and $250 worth of gems were purchased.

While I agree that ArenaNet shouldn’t store that kind of information on your account without your express permission, that gentleman’s credit card company should be able to handle this case of credit card fraud and provide him with a full refund.

And I don’t think you can expect any kind of compensation, as, even though ArenaNet’s security system definitely isn’t what it should be, part of this is also your own fault (being careless with your email address/password). The best you can hope for, is that they finish implementing the account revert program within the next couple of weeks, so that they can revert your account back to the state before it got hacked (if you would still desire to do so at that time).

I doubt you will be able to get a refund at this stage, as you’ve obviously already used your access code and you’ve already played the game for a couple of days.

But you’ve come to this conclusion at level 20? I highly recommend that you try it a little longer. Dynamic events actually become a lot better, and dynamic combat becomes much more important once you’re out of the starter zones. The higher level zones have some pretty impressive dynamic event chains/webs. Don’t give up too soon just because the starter zones don’t overload you with the most impressive dynamic events right then and there.

My advice:

1. Make sure you are using the latest Windows updates and the latest graphics card drivers (for example for nvidia cards, make sure you’re running the 306.02 beta drivers or newer)

2. Check which applications you have running in the background. For example I have read that tools like MSI Afterburner or EVGA Precision can cause system crashes in combination with Guild Wars 2.

3. Check the sticky posts in the Tech support section here.

In another thread, Gaile stated that there is no ETA on the rollback functionality yet. So I don’t think she can promise you that this functionality will become available within the next 2 weeks. But if you don’t intend to play the game anymore anyway if it doesn’t, you may as well put the game down completely, until that functionality becomes available… even if it takes a month or longer.

And no, you cannot move separate characters between servers. Server choice is account-wide.

Did you try if this works for you now:

https://account.guildwars2.com/recovery

It’s NOT a leak on ArenaNet’s side. ArenaNet didn’t leak your personal details. Those Chinese hackers collected large lists of email addresses (and associated passwords) from a variety of other games, forums and websites. See also their game updates... including some earlier ones and this one:

We’ve observed hack attempts against hundreds of thousands of accounts that don’t even exist. To protect those people in case they purchase Guild Wars 2 and create an account, we will now disallow customers from picking passwords that we’ve previously seen used in a hack attempt.

So it’s only the people who have used the same email address that they used in other places, that got hacked. People with a unique email address for Guild Wars 2, don’t have a problem.

If you really want to compare it to a bank… suppose you would (and could) choose to use the exact same creditcard number and pin code for multiple different bank accounts. If one of those banks got hacked, could you really blame the other banks if your accounts there got plundered as well?

And could you please explain to me how someone could “lose hundreds of dollars” from temporarily not being able to access a game account that doesn’t have a subscription fee? Can you give me even 1 actual (factual) case?

Ganadorf.3460:

WoW has 50 character slots, 10 per server (11 per server in the next expansion). You can look this up, if you don’t believe me, but it’s pretty common knowledge. Most games have a solid amount of characters slots… Guild Wars is the odd man out here

Ofcourse WoW gives you as many character slots as you want. They actually WANT you to spend more time in the game leveling all those characters, as you’re paying them for every month you spend in the game leveling that character.
Or do you actually want to tell me that you would need to spend MORE money in GW2 if you bought those additional character slots (for real money) and leveled those characters, than you spent on WoW?

Two guys on our forum (guildwars2forum.com) asked me to post their details here, as they both got hacked as well:

The first user:
Ticket #120908-000487

The second user:
Ticket #120910-005819

Xavian.7420:

My friend got an automated reply to his ticket referring him to the self help tool.

He can not use the self help tool because his account was stolen and the email address on his account was changed.

He has waited for days and this is the response you give? A useless, careless response?

Please take serious look at his ticket.

Name: Cheaptricks.2546
Ticket #: 120904-010157

See https://forum-en.gw2archive.eu/forum/support/account/Info-on-Old-Unresolved-Tickets/29667 (the 5th point)

Ensir.1457:

This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await

My ticket is running for 2 weeks now and still ticking

I don’t want to start a discussion in this thread, and yes, I know it’s frustrating to have to wait so long to be able to play the game again, but that response is ridiculous.
If you had been paying any attention to their daily updates, you’d know that they help more than 5000 people with login issues/hacked accounts every day. Those 30 are only the ones who posted in this thread who have a ticket that’s been open for (much) longer than 72 hours, and that have been helped since yesterday.

Another user on our forum (guildwars2forum) who no longer has access to his account/this forum due to account hacking, and has been waiting for more than 72 hours without a response:

Ticket #120904-011402

Please let me know what I can tell him (thanks in advance!)

Another of our forum members who had his account hacked and hasn’t heard anything yet. He says he only created 1 ticket for the issue, yet for some reason his support account shows 2:

Ticket #120903-010792
Ticket #120903-010254

Please let me know what I can tell him.

It’s possible to install from disks, but you will still have to download the updates since the disks were printed. But this means that instead of having to download 15GB (that’s the size right now, not 25GB), you will only have to download approx. 3GB.

(no idea why you get those errors during installation, though)

I’ve read that “9 copper” story before. If you have never used the trading post, and you still lost money, then it could be a case of your account being hacked, meaning a hacker knows your email address and password. I recommend that you change both your email address AND your password IMMEDIATELY to a more secure one:

https://account.guildwars2.com (Edit Profile)

On top of that, file a support ticket to let them know that you suspect an account hack, so that they can look into it.

Either way, I fear that money is gone…

I’m moderator for guildwars2forum.com, and we have several members on our forum with tickets that are still not resolved, all of whom are locked out of their accounts and are unable to log in to this forum. So I am posting for them:

The first person, ticket #: 120825-024308
He received an email that he should be able to get back into his account, but over 24 hours after that email he still receives error 3023 when he tries.

Second person, ticket created on September 3 (early morning), no response yet.
Ticket #: 120903-008798

Third person, ticket created also September 3 (early morning), no response yet.
Ticket #: 120903-006566

Please let me know what I can tell these people.

For anyone who has successfully linked their accounts but didn’t receive their HoM items in GW2 (ie if you have 0 points in the Hero tab/Achievements/Hall of Monuments section), try this (it worked for several people, though obviously not for everyone):

- Start Guild Wars 1
- Log in with your main character (the one who got most of the HoM achievements)
- Log out again
- Start Guild Wars 2
- Check to see if your Hero/Achievements/Hall of Monuments section now displays any points.

You’re posting in the wrong section. Try the Account issues section.
But it sounds like your account may have been hacked (did you use an email address that you also used for another forum, website or game?)
Try this:

http://en.support.guildwars2.com/app/answers/detail/a_id/9212

On the website’s news section (https://www.guildwars2.com/en/news/), if I click the buttons at the bottom of the page that point to the history (page 2, 3, etc), I still get the by now all too familiar “Foo! Quaggan cannot find page!”. It has been like that ever since the news articles moved from the ArenaNet blog to the main website, meaning I am unable to browse older articles anymore

For example:
https://www.guildwars2.com/en/news/page/2/

Gaile, thanks for all the updates here. One important question (and my apologies for hijacking the thread for that):
Does or doesn’t the support team currently have the functionality to roll back an account to the state before it was hacked? (originally ArenaNet claimed that such functionality would be available, but from everything I read here, it doesn’t appear to be operational…)