Guild Wars 2

yaztromo.8457:

Gaile,

It really is a relief to hear that this tool will be implemented soon, but I still do not have my questions answered from other posts:

Who had the compromised account, 1 month ago, for example, may request to return to the point at which it was committed?

I quote again my case, I had my pre legendary item and other items / gold compromised by a hacker 1 month ago, since then I’ve been posting about this and wondering if it is possible to return before this sale? is this possible?

Account Restorations will be available from the date they go live forward. Restorations will need to be requested immediately. That is, once account access is returned to the legitimate account owner, s/he should ask for restoration right away, not days or weeks later.

It is not likely that we would be able to restore an account that was returned to the owner a month ago. However, each case will be reviewed individually, and you will be able to discuss your particular situation with a support agent.

KeX.5761:

Here is my three 12 digit ticket numbers. If you want to know more about how I contacted the “hacker” please contact me further as I don’t want to discuss this in this public space.

[Incident: 121022-002730]
[Incident: 121023-002995]
[Incident: 121021-002709]

The Support Team is aware of this issue and will work directly with you.

Leia.5380:

Gaile Gray.6028:

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!

Thank you Gaile Gray for that very swift, helpful and compassionate reply. When I mentioned what you said to my husband and kids at lunch today, you can literally see the bewilderment lift from their faces as they chorused their ’ohhh’s.

jangsara.4351:

Leia.5380, I had the same situation, same account suspension, same message, even from the same handler (Matt S.). Gaile is right, you need to contact your re-seller asap, get your money back and (if you want) buy a new key from a authorized retailer.

I did so, I have a new key that I have linked with my account, now I’m still waiting for support to open my account so I could get back to playing. 8 days and counting since the suspension started… Ticket 121016-002257.

Thank you for your comments. It is comforting to hear about someone who was/is in the same situation and on their way to recovering their account.

With this in mind, I’d like to share my experience to players whose accounts have been suspended for unauthorized (by you) charge-backs/refunds.

The following is a summary of my/our GW2 account suspension saga:
—-
From Oct 14-Oct23
GW2: Suspended
Us: Why? Help please…
GW2 support: Escalating ticket
Us: Why? Help please…
GW2 support: Charge-back
Us: What??? No we didn’t!
GW2 support: ~-.. crickets ..-~

Oct24
Us: Why? We’re innocent. Rant, rant, rant…
Six hours later
Gaile Gray: You didn’t but your retailer may have. Here’s what you can do about it. And here’s what we can do about it.
Us: Ohhhh… ~-.. goes on to contact the retailer ..-~

Much, much better communication wouldn’t you say?
That’s a clinic on how to do customer support.
—-

I have begun communicating about the situation with allcdkey.com
And it has been progressing encouragingly.

It may not be your fault, nor GW2’s. The retailer may even not mean to scam you.
I found out that my retailer has a supplier who is not GW2 directly and therein lies the problem. My retailer is working towards resolving this situation.

I’m positive that my issue will be resolved very soon.
I truly feel ‘supported’ as a customer – first by Gaile Gray and then later on by my retailer.
I am grateful.

Awesome info! I am so glad that your retailer is going to take care of you. I lose sleep at night worrying about folks who buy from the less-honest sellers and never get their money back. But I’m super happy that once someone gets a new code, s/he can get back into the game on the existing account!

I would love for us to be able to give a more informative message. I need to read exactly what it says — but if we’re saying only an accusatory, “You’re a fraudster,” then I feel we should change to say that the key is not valid because (1) you may have been sold a bad/invalid/fraudulently-acquire code or… well… (2) you may have done a bad thing. (I mean, sadly, it does happen.)

Anyway, thanks for your kind words and for your understanding. I hope all of your family enjoys the Halloween event. It is truly splendid!

Eraser.6293:

I Have my account ban for engaging in or assisting with gold or items sales for Real Life Money which i never……. Kindly help…. i didnt break the law and order. I think you guys got the wrong guy……..

ticket no: 121025-000768

I am sure you will be helped, and because this ticket is from today, I will ask that you wait and post only if you still need help after three days. That allows us to focus on those who have been waiting a few days instead of a few hours.

Eogar.5390:

Couple of days and still not solved.

My account banned for gold or items selling and buying. I’m not breaking the rules. I don’t wanna waste my money for nothing. My account is wrongfully banned. 121023-002911

I don’t mean to stand on formality, but please wait for three days.

Zahar.7239:

Incident: 121024-001501
I don’t play in GW2 about three days. After that, I log in game and have a error account. Error code : 45:6:3:2114.
[redacted user name for privacy]
Can anyone help me?Communication is very bad with players. How you can write “someone will contact with you as soon as possible”. It’s possible value minimum 2 days… and i still don’t have answer… I waste my money for nothing? I hope you can help me, supports.

I removed your username to protect your privacy. Please wait for three days before posting here.

I am sorry. We do not currently offer live chat or telephone support. Most tickets are resolved in <24 hours.

If you are getting the wrong response, please update your ticket immediately by responding, and it will go back for a second review and, hopefully, and more-relevant answer.

Since you purchased and registered your game in the US, you should be just fine playing from Singapore in an access sense. I cannot speak to the latency from Singapore, but we have a lot of players in Australia and New Zealand playing on US servers, and they report things are going well. So I would think that Singapore, at a somewhat similar distance, would also be playable. (The quality of your Internet connection will be a factor, of course.)

Where did you purchase the game?

If you purchased the game from us — ArenaNet or an Authorized Retailer — then please contact our Support Team for help.

If you purchased from a third-party seller — and I believe that is probably what happened — you need to contact them to get a refund and then purchase a valid key from buy.guildwars2.com.

Thanks for the suggestion, Thaliff.

We are looking at the reported issues to see if there are fixes needed.

I’m sorry that your resolution was delayed because the team needed more information, but getting that information is what protects the security of your account. And when an account has been compromised, it’s especially important that our team takes great care to ensure the agent is working with the real account owners.

The thread with suggestions on submitting a ticket helps players avoid that second wave of questions and answers. If there is anything else you can add to the ticket now, it may expedite the resolution!

Onslaught.5864:

I had the same issue, geting the same message but i got it to work all i did was log out of the game close the client and right clicked the GW2 desk top icon and ran it as administrator then i was able to purches gems. not sure if this will work for you guys but worked for me.

Awesome advice, Onslaught! Thanks for sharing this with other players — it clearly has already helped others!

Since you submitted a ticket, you did exactly the right thing. A team member will get back with you soon to address the issue.

mynameisyn.8947:

My ticket has not been responded to.

On 10/22/2012 my account was suspended due to an inappropriate name for 71 hours. I found this very unfair due to me creating the character and in less than 2 minutes of entering the game, I realized that the name could be a reported name.

This is the fourth offensive name you’ve used in less than one month of playing the game! There is no need for the team to respond to your ticket because they will not be removing the suspension. Serve the time-out and be aware that with enough breaches, even of something that you might consider “unimportant,” your account is in jeopardy of permanent termination.

I am not saying that to threaten you, but to make you aware that a history of multiple infractions can have long-term consequences. Please, choose wisely in the future.

Degrade.8490:

My account was recently suspended because the person i bought the Serial code from used a faulty card or something. I’ve been trying to contact this guy to get my money back so i can rebuy this game from a trusted source. My question is will i be able to use a new code on this existing account and if i can, how?

When the fraudulent purchase was discovered the account was terminated (as you know) and the code was disabled. You should contact Support to see if you will be able to add a new code to the account, or if you will need to create a new account.

I just checked your account and the agent who handled this went the extra mile and flagged all of the names so that you can rename them all at once. There’s no suspension on this account, so you can do this right away and play when you desire.

First, we can only help if we can review the incident. What is your 12-digit ticket number?

Secondly, how have you spoken to the hacker? I’d like to pull those game logs to see that discussion. What you were told makes no sense at all, and I suspect that hackers are coming up with new, creative stories to tell their victims, but it’s worth a check to learn more.

Lastly, in the future we will be able to offer the ARS (Account Restoration Service) in relation to compromised accounts. That free service is not available yet, but we do know it’s very important to be able to offer this in the future, and its development is a priority.

We’d like to help you, but we need the 12-digit incident or ticket number in order to review this.

Update — Wednesday, 24 October

121021-001311 Resolved
121020-000624 Resolved
121016-002743  Resolved
121016-002743 Resolved
121020-002032 Received response today
121018-002905 In queue, awaiting review
121019-002985 In queue, awaiting review
121018-000245 In queue, awaiting review
121019-002197 In queue, awaiting review

Notes:

• Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Update — Wednesday, 24 October

121021-001311 Resolved
121020-000624 Resolved
121016-002743  Resolved
121016-002743 Resolved
121020-002032 Received response today
121018-002905 In queue, awaiting review
121019-002985 In queue, awaiting review
121018-000245 In queue, awaiting review
121019-002197 In queue, awaiting review

Notes:

• Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

Leia.5380:

Hello,

In our home, there are five very loyal NCsoft customers. Four switched to Guild Wars 2 and 1 still glued to Aion. We’ve been supporting NCsoft since 2009. We are clean, honest players who do not bot nor dabble in RMT, we do buy NCoins and Gems as support to NCsoft. However, I am disappointed at how NCsoft has rewarded our loyalty and support.

Our family has bought four Guild Wars 2 accounts/games. One was bought physically, three others were bought online because the local retail outlets ran out of stock. My husband and kids could not wait any longer and we had to buy the accounts/games at the bloated price of $75 instead of $58. But supply and demand…

Out of the three accounts bought online, two are active. However on Oct. 14, my daughter’s account(third account that was bought online) has been suspended. No courtesy was paid by sending an email explaining what exactly she was accused of.
—-
Oct. 14, support ticket sent
- complied by providing the serial number, account name(email) and display name.
Oct. 15, escalated to Payment Review by Gabriella, NCsoft account support
- we still don’t know what is wrong with the account, still no explanation to the suspension
Oct.19, here’s what support said
…This Guild Wars 2 game account was closed as a result of a chargeback that was processed by the issuer of the credit or debit card that was used in (a) transaction(s) for this account…
Matt S.
NCsoft Payment Review
Oct. 19, sent screenshots of payments made, Paypal and allcdkey.com, also sent a screenshot of allcdkey.com’s email with the serial number for this particular account.

That was the last we’ve heard from NCsoft support.
—-

We did not ask for a refund/chargeback. My Paypal account still shows that the transaction(s) was completed and there was no reversal, this also was shown on the transaction records of allcdkey.com. $75 did not get credited back to my Paypal account.

My daughter could just sadly watch us – her mom, dad and brother – playing in WvW, dungeons etc. She who did not do anything wrong could not even log in the game. Meanwhile, I can still see groups of ranger bots roaming around and RMT yellers spamming the chat. That’s a huge stinging slap to our faces.

Sure, I could just buy another game. Maybe that’s what this is all about since there are no subscription fees, just terminate random accounts and people who are hooked will buy the game again. But how can I be sure the same thing won’t happen with the new account?

I am hoping that this isn’t the case though. I am hoping for a resolution.
My daughter, she is praying to have her account back.
And the four of us, we are eager to play together in-game once again.

Incident: 121014-000400

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!

Fikfain.5849:

Gaile Gray.6028:

I can’t think of any way that our transactions are getting flagged as being more risky than others. I’m sorry for the inconvenience — I wonder if there’s a way for BofA to “white list” your purchases through the Gem Store.

Thanks, I’ll look online for a white list option and give them an opportunity to explain why they are being overly sensitive on this one vendor. I would have thought after manually okaying my previous gem purchases they would have learned that it is fine, but I guess not as well.

If we can help in any way, go ahead and submit a ticket to Support and an agent will try to see if there’s a way to ease this for you. Thank you again for your support of our game!

I am not sure if you’re asking about the validation request or the change your password request. Let me give details on both:

Validation Request

Validate Your E-mail Address

((Text about validation))

To update your email address, [live link: click here].

Then there are two buttons:

Cancel and Send

If you click “Cancel” you can enter the game without validation.

Change Your Password Request

On the second page, there is a red flag asking you to change your password. You are NOT required to do this. Simply click the large red “Play” button in the lower right and you’ll skip that step.

Please note: There is more information on the password change recommendation here.

Dark Priest.3041:

Is it possible to resolve this issue without creating a ticket? I don’t want to contact support because they save ticket typing permanently. So I don’t want to publish my credit card information there.

More information for you: You do need to create a ticket because this is a personal issue that involves sensitive details. However, please be assured that we do not request and never retain your full credit card number. The team may ask for the last four digits, only to identify the card in question. This level of information is not a security risk.

Please post in the “Tickets for Review” thread above. We cannot expedite the issue, but if there is a problem that needs to be addressed — for example, if a ticket has been accidentally routed to the wrong team — listing your incident and brief description in that thread will be helpful.

Red.1903:

So i tried logging in it said to me that i participated in gold sales BUT IM 100% SURE i didnt do nothing i deleted every mail i got i reported every spammer/bot i saw so am i getting banned for trying to help the community please HELP ME OUT I LOVE THIS GAME I DO NOT WANT TO BE BANNED FROM IT FOR DOING NOTHING pleaase help me out and where can i contact the game developers or anyone who can help me with this issue i love playing this game its halloween time i dont want to miss out on anything please help me out :’(

Red, please don’t be offended by the current situation. It could be that your account was compromised and that the person who stole access then used the account for something bad, like spamming gold advertising or botting. If this is the case, the Support Team will help you get back on your account!

Thank you for letting me know. I’m glad that you successfully made the purchase!

There is a forum thread for players who have been waiting 3 days or more for a ticket resolution. I will say that the Error 45 issues are the trickiest of all, and that their resolution can take a while. That is why you see a lot of “In queue, awaiting review” in the “Tickets for Review” thread. However, you are welcome to post there as well, if you wish.

Hi Saladin. Have you submitted a support ticket? If so, I’d like to track it, so please post your 12-digit incident/ticket number.

If you haven’t submitted a ticket, would you please do so? I can’t imagine why this is not working, and I’d love to get the details, too!

Hmmm. I’ll do a check and see what I can learn about this.

Thanks for the report.

Hey there. No cause for alarm — we do use Bluehornet to send our larger mailings.

I appreciate your caution, though, and encourage you to always check emails carefully, especially anything that has a live link. You should mouse-over the link and view it before you click, or if it’s a fully-written link, you can left-0clic, copy, right-click and insert it into your browser and go to the linked page, instead of simply clicking (because what its revealed on the page may not show the actual go-to link).

The above may seem a tad overly cautious, but since the suggestion was told me by one of the ArenaNet founders (who knows a ton about security), I think it’s great advice.

Update: Saturday through Tuesday, 19 October through 23 October

121018-000088 Resolved
121011-002278 Received response today
121020-000483 Received response today
121019-000222 Received response yesterday
121017-000321 Final response sent 10/21
121018-002311  Need more information; please update ticket
121020-002032  Need more information; please update ticket
121019-000660 In queue, awaiting review
121019-000881  In queue, awaiting review
121018-000245 In queue, awaiting review
121018-001573 In queue, awaiting review
121018-002905 In queue, awaiting review
121019-001670 In queue, awaiting review
121020-000341 In queue, awaiting review
121020-000350 In queue, awaiting review
121020-000578 In queue, awaiting review
121022-002092 In queue, awaiting review
121018-002082 In queue, awaiting review

Please note that most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

Please also note that people working for RMT companies — and in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Update: Saturday through Tuesday, 19 October through 23 October

121018-000088 Resolved
121011-002278 Received response today
121020-000483 Received response today
121019-000222 Received response yesterday
121017-000321 Final response sent 10/21
121018-002311  Need more information; please update ticket
121020-002032  Need more information; please update ticket
121019-000660 In queue, awaiting review
121019-000881  In queue, awaiting review
121018-000245 In queue, awaiting review
121018-001573 In queue, awaiting review
121018-002905 In queue, awaiting review
121019-001670 In queue, awaiting review
121020-000341 In queue, awaiting review
121020-000350 In queue, awaiting review
121020-000578 In queue, awaiting review
121022-002092 In queue, awaiting review
121018-002082 In queue, awaiting review

Please note that most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

Please also note that people working for RMT companies — and in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

You can stop the use of the authenticator, if you desire, or switch to the mobile authenticator. Please check guildwars2.com and review the Knowledge Base or contact support for assistance.

I can’t think of any way that our transactions are getting flagged as being more risky than others. I’m sorry for the inconvenience — I wonder if there’s a way for BofA to “white list” your purchases through the Gem Store.

Not now, perhaps later. No timeframe. Thanks.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

I feel sure the team will make an announcement about this, yes.

fragthekitten.3095:

Thank you so much Gaile!

There seems to be a problem between the funds going from my bank to NCsoft. Both parties say the problem is not on their end, so I’m trying to sort out where the problem is at. NCsoft swears the money hasn’t arrived, but my card holder swears they sent it but NCsoft hasn’t acknowledged it.

Hopefully I can get this resolved, and I’ll post feedback on how it turns out, for people who might be under the same circumstances.

Well, I just heard from the team and they say until the bank frees up the accidental charge-back, their hands are tied. I don’t like those “finger pointing” games, but I really do believe we’re ready, willing, and able to move forward on this, but the bank is a little slow on getting this resolved on their end.

We are very sorry this is taking so long!

JWolf.4817:

Or it might be that you’re next accused of credit card fraud, like my wife, without ever doing anything wrong.

You can never know. Same Error Code and a week later we’re still waiting for support to clear this thing up.

And sorry Gaile for popping up and commenting on this, but at this point I’m furious about this whole mess this thing has turned out to be.

-SB-

I certainly hope that you understand that neither you nor your wife are being accused of credit card fraud. From my look at the ticket that you submitted, it appears that you purchased a copy of Guild Wars 2 from a non-authorized seller. I believe that the seller acquired the codes from us using fraudulent credit cards and then resold the code to you. WE cannot refund money to you that we did not receive.

Your wife needs to contact the seller and demand a refund, at which time she can purchase a legitimate code and then add it to the account. The account does not need to be started over, the new, legitimate code can be added to resume play.

Klarick.1682:

Thanks Gaile for fixing the problem and for the very quick resolution. My wifes account is back to “Normal”.

Thank you again…

Very happy to hear that, Klarick. See you both in the game!

DId you purchase from us? From buy.guildwars2.com?

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. This is obviously not something that we can address on a forum.

If you purchased from someone not on the official retailers list, and not from us, I imagine your code was fraudulently acquired and you will need to contact your seller to get a refund and purchase a legitimate code. But Support can answer more definitively.

You do not need to make a support account to get help. Use the “Ask a Question” tab on support.guildwars2.com and a ticket will be created for you.

Where is this happening, guys?

First, the Halloween event lasts for another 9 days. I’m sure you’ll be able to enjoy it when your suspension ends.

Second, no, we do not need a warning system. Players accept the User Agreement and the Rules of Conduct. Using offensive language, choosing a unacceptable name, scamming, harassing, stalking other players — whatever someone does to earn the time-out is called out in the documents that he or she accepts before playing the first minute.

No GM sought you out and punished you undeservedly. You were responsible for what happened to your account.

Our policies, how we react to behavior issues, and how the warning is already in the system is explained in clear language in the Conduct Breaches and Outcomes document.

Error 45 indicates that you engaged in unacceptable behavior. The suspension is usually set at 72 hours, and it’s very rare for the team to reverse such a decision, as the evidence is clear in game logs.

Bloodwolff.9417:

Hi been playing Guild wars 2 for about a week now and yeasterday 22/10/12 my game stopped responding, when I relogged in I got the message about Error Code: 45:6:3:2114, from what I read on the forums Arenanet are extremly slow at fixing any issues and alot of people are loosing their accounts due to this account issue, I hope that if my account isn’t re-enstated soon that Arenanet will issue me with a full refund and a full apology for this poor ethics of customer service, this is totally unacceptable, how do they think this is good publicity to their company and any furture products if their provide such an appulling customer service. How about sorting everyone effected by this breach and put safer and more secure features to protect the victims?

Error 45 indicates that you were in breach of the Rules of Conduct or the User Agreement. I suggest that you await the 72-hour suspension or that you contact Support and ask them for more details. (If you were victimized through the purchase of a used or fraudulently-acquired serial code, then please contact Support.)

I find that generally, once they think about it, players can figure out what they did to earn the “time out.”

First, I am not a he.

Secondly, this is not about me, it’s about your ticket. I encourage you to update your ticket through the website interface or by responding to the email.

And please remember, if anyone needs help with a ticket, he or she needs to provide the 12-digit Incident/Ticket number so that we can take a look.

The “change your password” message on the game launcher represents a precautionary measure that we’re taking to help enhance players’ account security. That message is not a sign that your account is at risk and not an indication that the Guild Wars 2 servers are being attacked. Making the change is optional but strongly encouraged.

Back in mid-September, the developers added a huge list of known, vulnerable passwords to our game security system, in order to prevent the use of those passwords on a Guild Wars 2 account. This “password blacklist” came from sources throughout the Internet, from various sites, games, and forums that were breached, subsequently putting individual passwords in the hands of would-be account thieves.

If you have never changed your password for Guild Wars 2, or if you changed it before the blacklist came into effect, there is a chance that the password you are using is not as secure as it could be. Therefore, we’re asking that players who have not changed their passwords since we instituted the blacklist make a password change. We’ll run a check against the blacklist to prevent you using a password that is known to be vulnerable.

For information about security, and for tips on how to choose a secure password, please read this article about account security. If you have any questions, feel free to post here in the forums.

Jareth.4813:

If it were a hack on Anet’s side, would not the problem be far more prevalent than just 0.1% of the population?

Yes, exactly. This is not an issue with ArenaNet, NCSOFT, or Guild Wars 2 security. Each of these cases is individual and each of them needs to be addressed privately with the account owner by submitting a ticket on the “Ask a Question” tab of the support page: support.guildwars2.com.

Everyone — this thread is not intended to address your account issue. We are not encouraging people to create a ticket and post here — there’s absolutely no need to do that because the team will work with you individually on your personal account issue. I created this thread as a housekeeping measure and to let you know we will help you! But it’s truly not productive to post random threads on the forums about the subject.

You need to contact Support and they will help you.

Nemhy — the team will help you. Thank you for submitting a ticket — that is the way to get assistance.

Unloveableone — please submit a ticket so that your issues can be resolved, as well.