Guild Wars 2

This issue is very much on our radar. We’re going to be able to make sure that everyone is taken care of, but ask for your patience with this as we work out a few issues. There are sort of a lot of “working parts” on this one, but we will take care of you as soon as we can.

Please note: Some of you are asking for replacement of CE or DDE items that you either received and accidentally deleted or which you never received. Please note that one replacement run has been done. I believe another has been done or will be done very soon.

Replacements are one per customer. If you were on a previous list, you will not be given another set of replacements. If you were not on a replacement list, please be sure your ticket is filed with support and update to say you are still awaiting your items. Please do not file a new ticket.

Smooth Penguin.5294:

Have you not been reading everything Anet posted on FB, Tweets, login page, on their Wiki page, etc? Hackers got a hold of information mined from outside sources, and are testing them against Guild Wars 2 accounts. They mention a boat load of attempted logins with e-mails that aren’t registered.

BUT, you are getting e-mails from Anet because the hackers found an e-mail/password combo that worked… and it happens to be yours. That means they know the password to your account. Change the passwords for not only your account, but your e-mail as well.

Thanks, SP. I will lock this thread because really, all that needs to be said has been said.

Lt Royal Shrimp.8326:

So i got my account hacked. 1 forum post by a friend and 7 days later i get an email saying i got my account back. what it also said was that no items/characters can be restored.

i log on and i had 5 characters, each around level 10 and one level 30, GONE. just GONE. and Anet is telling me they cant bring them back? they have no backups of characters you make? What kind of company doesn’t have backups/restore capabilities.

thanks for reading and hopefully someone who has some influence sees this and changes things. also, sorry for ranting, but i needed to get this off my chest

Interesting question. And you seem to assume that every company can do character roll-backs or full-account restorations? Nope, not every company can do that. In fact, what I believe is the largest MMO in the world (to date, anyway grin) does not have a restoration feature.

We are working on account restorations and will have them in the future. At that time you can elect to request that service.

All these pixels and all these words, and I can’t find your ticket number. Please provide. Thank you.

We’ve already addressed this many dozens of times, including the updates that ArenaNet President Mike O’Brien was posting over the last two weeks. Hackers steal credential lists and ping passwords to see if they can steal an account. Please read this for more info.

Linestro.1056:

BlueFeather.9012:

Linestro.1056:

I am unbanned….I honestly am surprised. I retract any obligatory remarks I made. I thought they banned me and just did not reply to me because they didn’t want to deal with it. Well. Thanks ArenaNet, I guess I should not have gotten so angry, but in my position I felt I had been cheated and reacted that way.

I’m still hoping i’ll be unbanned. Did they say anything about turrets? Is it really a bannable offense? My character was level 16 in Defense of Shaemoor. I’ve been using Turrets since level 5 or 6 i think…at the time i got my first skill point.

I just got a message saying “After reviewing the issue, it appears that your account was blocked in error. Your account is now released and you should be able to log in to Aion. I apologize for any inconvenience this may have caused.
Please let us know if we can help you with anything else.”

However it is funny that two days before I got this
“Hello,
This mail is to notify you that your account was confirmed to be violating the User Agreement and/or Rules of Conduct by engaging in the use of an unauthorized third-party application in conjunction with the Guild Wars 2 service.

As a result of this violation of the User Agreement and/or Rules of Conduct, this and all related accounts have been permanently closed. The account(s) will no longer be accessible and will not be reactivated. Our decision is made in the best interest of the Guild Wars 2 service and for the player base." So…whats going on?

Oh gad, Linestro, that’s just embarassing!

Could you please, please give me your ticket number so I can point out this error?

Thanks.

Smooth Penguin.5294:

I can confirm Anet did replace my items from the DDE after I deleted them on headstart day 1. I filed a ticket a little after that, and had to wait until last week or so. That’s not because they ignored me, but because the Devs didn’t have a plan in place to give back account items that were deleted by player mistake.

The items came via in game mail from Anet, which also includes the new warning that these items are a one time only thing. So OP, if you wanna irritate Anet, just realize that you’re probably hurting yourself in the long run. Send one ticket, and if it’s not answered, post the # in the thread for unresolved tickets.

Thank you for letting people know that the system does work!

Drintar.1246:

They don’t have a way to restore individual items. They will eventually have a way to roll an account back to a time right around when it was hacked but not sure if they will be able to use it for things like your issue. They are looking into doing something about the DDE items though so maybe before you know it there will be a DDE vendor or something

Please do not answer forum posts with speculation and misinformation. We do have a means to address this, and we will.

Archangel.1604:

I’ve had a ticket in 11 days to get my CE items. I received none of them.

What is your ticket number? I’ll make sure you’re in the queue for replacement.

Zora.8437:

I still havent recieved items….putting in a ticket everyday until they do their job. thank you ^^

And we can all thank you for clogging the system with needless tickets. The distributions are made periodically, and I’m sorry if you were missed last time. But you will be attended to, and submitting a ticket every day is rude to your fellow players and entirely unnecessary.

In all your comments, I have yet to see a single ticket number. With that, with the original ticket number, please, I can add you to the review list. And how much better that is than spamming tickets?

Please add your ticket number to the sticky post for Ticket for Review – 5+ days above.

We’re very sorry for any inconvenience that this system is causing you guys. The objective is to nip hacking in the bud, before the hackers can gain access and trash an account (like getting it banned for spamming RMT advertising) or strip it of valuable items.

Naturally, we don’t intend this system to inconvenience legitimate players! I will see if I can track where this is heading and let the dev team know. The basic objective is entirely positive, but if we need to make some small tweaks, I know the team will do that.

Nerim.2807:

Re-Posting – Day 7- (Ticket Number 120907-008310), my wife got a response saying that the access has been restored, we followed the steps provided with the log in and password and it doesn’t work. Emailed the support as per the email saying if you have any questions please respond to this email and haven’t heard anything yet.

Would you be able to look into this please

Please fix this before the weekend we would really like to start playing together again.

I am sorry that the notes did not help resolve the issue. Yes, I will add this to today’s review list.

Segnabora.8942:

Gaile

Thanks for posting the updates regarding account issues.

I was wondering, since you already have a topic “Account Issue Updates – Posted Daily”
Could it be possible for you to post updated ticket numbers there or creat a new topic regarding updated/resolved ticket numbers? I think that it makes more sense, since in this thread it changes daily, and I find that I have to search the pages for your Ticket Number updates; to figure if my guildmates ticket number is there or not

Just a suggestion…as I’m sure that I’m not the only one doing the same thing

Thanks

Segna Bora

Ah here this post is. Segna Bora — you made an excellent suggestion yesterday, and as you can see, I have started doing exactly what you mentioned: Posting the updates in this forum thread and in the daily update notes.

Thanks for a good idea.

Brown.4206:

Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.

120908-000014

The latest information I have is that credits have been issued for this. I can see you have added additional notes to the ticket, and I will allow the support team to respond, but I believe the most critical issue was getting you back the money, and that appears to have been completed.

hplee.2837:

120909-001112

Ticket was answered asking for information already provided – updated nonetheless and is now awaiting response. Does customer service means copy and paste a pre-used response and let the ticket sit around for another 5 days or so after the customer has already been waiting for 5 days to start with?

Maybe I should just buy a new copy of GW2.

As you can see from the list above, I was told on that this was resolved yesterday. I’m so sorry that is not the case. I will put you at the top of my new review list.

Update — Friday, 14 September: Part 1

120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 NOT Resolved — adding to new review list. Apologies!
120909-007006 and 120911-004407 Resolved
120909-000661 Resolved
120903-001548 Resolved; expect conclusion within 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

Update — Friday, 14 September: Part 1

120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 Resolved
120909-000661 Resolved
120909-007006 and 120911-004407 Resolved
120903-001548 Resolved; expect conclusions with 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

Ritz.6597:

This is good news, please consider everyone’s suggestions, although I am sure you do.

Absolutely!

While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

This was back a few pages, but if any of you still need help, please post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

If he still needs help, post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

As you may be able to see, I merged several threads on the same topic into this thread. This is still a known issue and it will be addressed.

This account is not blocked, and in fact someone — I assume your brother — has logged in since it was restored.

Myrina.4658:

GaileGray.9587:

A lot of times an account is hacked and the hacker does something in violation of the User Agreement. Don’t worry, Support can sort that out for you.

Thank you for the response, Gaile. For clarification: are you saying that these are cases related to account compromise, and that the AoE auto-attack is not an exploit deserving of a ban, even if someone afk’s in a dynamic-event-prone area?

Nope, I would not say that. I’m making a statement about the general practices of account hackers. AFK gaming isn’t gaming, in my opinion, so I’d never do it and I would hope that people would not expect to get by with it. But that’s personal opinion — I’m not speaking beyond that.

This account is not locked.

I’m telling you the facts based on our reviews of the queues and the turn-around times. Naturally, “most” does not mean “all.” There are some issues that take longer, as I said.

While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

Vryllyn.7923:

moonslightv.6704:

I really do not understand why he has to deal with this. He is up there in age and he doesn’t need the stress with his health conditions. I told him I would handle it because of that fact. If i can provide all the information, why can’t I get his account back for him especially since i paid for it?

Would you like it if someone could randomly call on your behalf and make changes without your permission? That is a pretty standard security measure.

Thank you for understanding. For your security, we want to work with you in resolving issues on your account. No one is precluded from getting help through support.guildwars2.com. You are not required to have a support account (or even a game account) to submit a ticket.

While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

A lot of times an account is hacked and the hacker does something in violation of the User Agreement. Don’t worry, Support can sort that out for you.

We are working hard on the account restoration service, but it won’t be available for a little while yet.

Thanks for posting this. A producer just asked if this was still an issue and I said “Yes!” We’re going to get this fixed for you. Thanks for your patience.

Update — Thursday, 13 September

Here are the updates for today, all together in one tidy package.

Ticket Updates — 13 September 2012 — Part 1

120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.

Ticket Updates — 13 September 2012 — Part 2

120904-009096 Resolved
120905-009559 Resolved
120906-008535 Resolved
120906-008905 Resolved
120907-003858 Resolved
120907-004050 Resolved
120907-004304 Resolved
120907-005353 Resolved
120907-005707 Resolved
120907-005941 Resolved
120907-006342 Resolved
120907-007801, 120905-009093 Resolved
120910-005075 and 120905-001814 Resolved
120907-005946  Resolved
120907-007982 Resolved
120907-008529 Resolved
120903-004443 Should be fully resolved within 24 hours.
120908-000014 Escalated for review.
120902-005230 Escalated for review.
120906-003683 Escalated for review.
120907-007931 Escalated for review.
120907-002246 Account appears to have been purchased with a fraudulent credit/debit card. You may wish to continue to discuss this with Support.;

Ticket Updates — 13 September 2012 — Part 3

120905-000334 Resolved
120907-005946  Resolved
120901-005179 Resolved
120830-012231 and 120907-004743 Resolved
120902-005108 Escalated 9/11
120827-001121 Asked for a review.
120908-003904 Thanks for providing the serial code; in process

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

Ticket Updates — 13 September 2012 — Part 3

120905-000334 Resolved
120907-005946  Resolved
120901-005179 Resolved
120830-012231 and 120907-004743 Resolved
120902-005108 Escalated 9/11
120827-001121 Asked for a review.
120908-003904 Thanks for providing the serial code; in process

Acrux.4725:

Hello Arenanet,

Posting on behalf of my friend who got the account hacked about 5 days ago. Ticket number #120910-000015. Hope you guys will be able to look into it asap.

Thanks!

That ticket is 3 days old. Please post in two days if he still needs help.

Brown.4206:

GaileGray.9587:

Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.

280 dollars of fraudulent charges is now “silly”. My bad, Gaile.

Your comments about priorities was the silly part to which I referred. I’m sorry if you misunderstood.

This issue has been escalated; we are concerned about this and will try to resolve it very quickly.

Inviction.2945:

Gaile please help me out. 12 days now, with not 1 reply from support. Ticket number is 120901-009025. Seeing people who may have waited much less time getting help is really frustrating me.

I’m looking at your ticket and it makes my head spin. Mostly it looks like you have two issues that we should help with: a means to link the accounts (where you created two accounts) and the restoration of missing CE items.

If that’s the case, the CE items were restored at some point, and I believe they may be restored again at a later date, but I don’t know that for sure, nor when it might happen. The most critical thing, I think you’ll agree, is linking your accounts. If that’s what you need, please let me know.

Ticket Updates — 13 September 2012 — Part 2

120904-009096 Resolved
120905-009559 Resolved
120906-008535 Resolved
120906-008905 Resolved
120907-003858 Resolved
120907-004050 Resolved
120907-004304 Resolved
120907-005353 Resolved
120907-005707 Resolved
120907-005941 Resolved
120907-006342 Resolved
120907-007801, 120905-009093 Resolved
120910-005075 and 120905-001814 Resolved
120907-005946  Resolved
120907-007982 Resolved
120907-008529 Resolved
120903-004443 Should be fully resolved within 24 hours.
120908-000014 Escalated for review.
120902-005230 Escalated for review.
120906-003683 Escalated for review.
120907-007931 Escalated for review.
120907-002246 Account appears to have been purchased with a fraudulent credit/debit card. You may wish to continue to discuss this with Support.;

VeniaMors.1084:

120826-004162

12 days and still no reply from ANet support about my hacked GW1 account, so I can’t access my Hall of Monuments at all.

Also, I never received an e-mail saying that my issue was marked as resolved, so it can’t be that either.

This has been resolved.

Cwright.6459:

I’m using a friend’s account to post, because I cannot access my own.

My ticket (Ref # 120907-006736) is now 5 days old, however the issues has lasted a week. I closed an older ticket because it seemed like I was not going to get any other responses (though now I think that may have been a mistake). The current ticket (see number above) received an automated and a personal response within a day or two, but I quickly responded that that was not the issue (it is not a username/password issue). My account email and info has been changed by someone else, not me, and thus I cannot access it.

I would really appreciate help soon recovering my account.
I know you folks have a lot going on, and I really appreciate the help. Maybe take a coffee break after you read this, but then, resolve my issue. Thanks!

Jbrown.5109

This is resolved.

bunchafunk.7349:

posting on behalf of my brother, who is unable to log in. his ticket number: 120911-001278

This ticket is 2 days old. The subject line specifically mentions "5 days and older). While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. You may follow up in 3 more days.

Kellet.9765:

This is the second post that I have posted in this thread about the issue with my husbands compermised account. He is unsure as to why he can not play, weather he was hacked or banned or such. It has been six days now since he has been able to play the game. There has been no reply at all and he has not recived any e-mail from the support staff. He has closed all other tickects besides his main ticket pertaining to the issue, ticket number 120908-004401. We don’t understand why the issue has not been addressed when they are saying that all tickets that are older than five days are being taken care of. He also sells your product and is trying really hard not to give negative input about the game. He loves the game and tells people how great it is but at the same time he has been unable to play for almost a week for a reason that is unknown to him. Please fix this today or at least give us some kind of feed back today. Thank you.

This appears to be resolved.

Wasnstress.4205:

My account was hacked about 5 days ago so I’m going to post here (from the account of a friend because my account name was changed).
All important information is into the Ticket so I won’t spam a lot.
I hope you can help me with my problem so I can play again.
120909-004592

This appears to be resolved.

Atsuki.4125:

Hi there,

Been more then 5 days, and still no update.

Ticket number:
[Incident: 120907-005941]

Thank you.

On today’s list — hope to hear tomorrow.

unbrokn.1950:

Posting this for someone who is unable to log in:

120907-004304

Thanks.

On today’s list. Hope to hear by tomorrow.

Bishop.4612:

Username:Brutis.5372
Ticket #:120907-008529

Seems to be resolved.