Guild Wars 2

An issue developed in May (2014) with FIOS and Verizon. Here’s a bit of information from our Server Team that may be helpful to those impacted by the problem:

We’ve investigated this and it appears to be a real issue with DNS lookup for some Verizon customers. While editing your host file will work in the short term, it is very risky, as any of those addresses you just hardwired into your OS could change at any time. Even worse, if you’re like me, you’ll forget about editing the hosts file and be really confused in the future when patching stops working.

A better workaround would be to set your DNS provider to Google (https://developers.google.com/speed/public-dns/docs/using) as that fixes this problem and will continue working into the future.

You might find additional helpful info in this forum thread from May 21, 2014 or this older thread from May 2, 2014.

Our Server Programmer expert shared this possible work-around:

We’ve investigated this and it appears to be a real issue with DNS lookup for some Verizon customers. While editing your host file will work in the short term, it is very risky, as any of those addresses you just hardwired into your OS could change at any time. Even worse, if you’re like me, you’ll forget about editing the hosts file and be really confused in the future when patching stops working.

A better workaround would be to set your DNS provider to Google (https://developers.google.com/speed/public-dns/docs/using) as that fixes this problem and will continue working into the future.

Note: If you have tried this work-around and it has not worked for you, please update this thread to let us know.

KNOWN PHISHING E-MAIL

Please note: This is not coming from an ArenaNet address, but I wanted to include it because those who have an IT Department might think this is legitimate. Hopefully everyone will delete immediately, if only because of the horrible writing.

Your Mailbox is schedule for maintenance as it has exceeded it’s louted Quota as set by your IT Service Admin. This notice is to let you know that all emails sent from your account will no longer be deliver and you can no longer receive all emails. To reset your email account, you are to use the link below.

[[[link redacted]]]

IT Service

Update: 23 May 2014

614326 – Resolved.
620060 – Resolved.
608234 – Resolved.
614303 – Resolved.
610552 – Resolved.
616207 – Answered today.
614023 – Answered today.
604393 – Answered today.
613847 – Answered today.
616877 – Answered yesterday.
608074 – Answered yesterday.
613766 – Answered yesterday.
605748 – Answered yesterday. We are not able to provide you the detailed info that you requested. Please consider posting in the BLTC Forum for assistance.
614846 – Answered Monday. I see no updates from your wife since, and we still believe the e-mail account is compromised. Please have her submit a new ticket with this number in the subject line and continue to work with CS on this.
629187 – Seems this is heading towards resolution.
620968 – In queue for processing.
624931 – Still in review.
619692 – In queue for review or processing. Your update from yesterday will be noted.
622116 – In queue for review or processing.
617746 – In queue for review or processing. This appears to be the third ticket about this matter and I believe you’ve already been answered, but an agent will respond.
584087 – Final Answer was given on May 15th.
607815 – Final Answer was given yesterday.
613325 – Final answer sent in Ticket 404710. If you need to do so, create a follow-up ticket and ask for a review.
609210  – The account was involved in exploiting the game, and yet never appears to have been hacked. Please address any further questions in the ticket.

• Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
• If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
• Please do not submit tickets about item replacements — they will be addressed as quickly as possible.
• Please do not submit duplicate tickets for the same situation.
• Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update: 23 May 2014

614326 – Resolved.
620060 – Resolved.
608234 – Resolved.
614303 – Resolved.
610552 – Resolved.
616207 – Answered today.
614023 – Answered today.
604393 – Answered today.
613847 – Answered today.
616877 – Answered yesterday.
608074 – Answered yesterday.
613766 – Answered yesterday.
605748 – Answered yesterday. We are not able to provide you the detailed info that you requested. Please consider posting in the BLTC Forum for assistance.
614846 – Answered Monday. I see no updates from your wife since, and we still believe the e-mail account is compromised. Please have her submit a new ticket with this number in the subject line and continue to work with CS on this.
629187 – Seems this is heading towards resolution.
620968 – In queue for processing.
624931 – Still in review.
619692 – In queue for review or processing. Your update from yesterday will be noted.
622116 – In queue for review or processing.
617746 – In queue for review or processing. This appears to be the third ticket about this matter and I believe you’ve already been answered, but an agent will respond.
584087 – Final Answer was given on May 15th.
607815 – Final Answer was given yesterday.
613325 – Final answer sent in Ticket 404710. If you need to do so, create a follow-up ticket and ask for a review.
609210  – The account was involved in exploiting the game, and yet never appears to have been hacked. Please address any further questions in the ticket.

Would-be hackers obtain lists of valid e-mail addresses and “ping” them against Guild Wars 2 to see if they can steal an account. They hope that they can get you to react carelessly, to approve access for them by not paying attention to the mail, not reading the remote location they’re coming from, etc.

They also obtain huge lists of “known passwords” through hacks of sites, such as the recent PayPal and eBay incidents.

And finally, a lot — the majority — of hacked game accounts are tied to hacked e-mail accounts. If I got those e-mails, I’d be asking a lot of questions, like “Is my e-mail secure?” or “Does my computer have a key-logger?”

If you want to change your user name, contact Support and we’ll work with you on that. I strongly encourage you to use a new e-mail account that you use nowhere else and that you chose passwords that are used only one time, and are quite complex. Be aware that if you issue a request for a new Account Name we will be required to establish that you’re the owner of the account, go through a verification process. But really, for security’s sake, you wouldn’t want us to react any other way.

Ellieanna.5027:

It’s not bad support when you get hacked twice and had already used your one time account restoration on your first hack. It’s not bad support when it takes time to prove your identity. Would you rather someone claim to be you contact support and they automatically get access or have support take the time needed to prove you are you who say you are?

As to the skins being “bugged”, they aren’t bugged if you didn’t have them at all before the wardrobe was released. If the hacker deleted them and you can’t be restored, then it’s not a bug, it’s how the system works. It sucks you were hacked, but if the hacker had access to your email, that’s beyond Anet’s control.

Thank you. This is a clear and accurate analysis of the situation.

Once an account is “passed along” or shared, there’s little we can do about the matter, and little that we will do, since the process of getting involved in a given, resold, or traded account is against the UA.

If the cousin is nice, he’ll turn the account back over to you and that’ll be the end of it. If he chooses not to do that but is an honorable person, he will buy a new boxed copy or reimburse you for the on-line purchase of a new account for your girlfriend.

Bottom line: we can’t get involved in this, but I hope it works out for you.

tsuyosugiru — you may wish to change your game password, change your e-mail password, and submit a ticket, if you feel your account is not secure.

Inculpatus cedo.9234:

You can pick up a Hall of Monuments Portal Stone from the Skritt Karma Vendor (I forget his name) in Hooligan’s Route in Lion’s Arch. Before the Patch, you could get it from Scornheart.

You get one in the Mail on each character you create after the link. Though, occasionally they do not arrive.

Good luck.

Did the vendor change after the update? I hope someone updates the wiki, cause I rely on that for info!

Please post this in the Technical Support forum, if you’d be so kind. One of our team members may be able to make recommendations there.

Thanks.

I agree with the forum members: You need to be sure your system is completely secure. You may wish to change your Account Name (e-mail address associated with the game account) and once things are secure, you could discuss a possible account restoration with Customer Support. Please click “Support” at the top of this page, then “Submit a request” for assistance.

Now that your account is back in your hands, please update your ticket and ask about the server question you have.

Inculpatus cedo.9234:

If you are unaware, accounts qualified for Account Restorations can receive their items back.

https://help.guildwars2.com/entries/27658708-Restoring-Your-Account-After-a-Compromise

Good luck.

Absolutely true. If your account qualifies — and I believe it would — we can help get you back on your feet! Just update your existing ticket to make a request. (Restorations can take a few days, so please allow time.)

Blaeys.3102:

The reality of the virtual world we live in is that is extremely easy for someone tenacious to obtain your email address by simply knowing your character name. If you’ve ever registered on a fan site or let someone in the game know your real name, where you live, etc. for instance.

From there, if you refuse to use more advanced security measures like 2-step authentication, you are a fairly easy target. And, if they use keylogger software/hacks, they are going to see your new email information every time you try to recreate it on your computer. At that point, they might as well have hacked your fingers – and none of it had anything to do with Anet.

I learned this myself the hard way a couple of weeks ago. For what it’s worth, Anet was awesome about it – three days to get my account back with almost all of my stuff (lost my first and only precursor because it was still waiting to be picked up on the TP) – and I was happy with that – because I knew it was my fault, not theirs, that I was hacked.

We are basically at war with these hackers, and when you are at war, you dont do things half way. Protect yourselves in every way possible. Use commercially known and accepted antivirus software (and manually scan your computer often), set up 2-step authentication on your email account (then immediately change your email password), use a mobile authenticator, dont repeat passwords between programs/websites/etc, create elaborate and strong nonsense based passwords (and store your passwords somewhere other than on the computer you are using for the game), and dont share personal information with people you dont really know.

I learned to do these things the hard way.

Thank you for sharing. I believe you will have helped others with what you’ve relayed here.

We have a new tech person on board who is — be still my beating heart — a Mac specialist! So we will be reviewing all stickies and updating them in the near future. Let’s give her a bit of time to get up and running, but we’re on the case!

Some players have told us that in the last week, they’ve started having trouble with the client download, or with updates.

Here’s what we posted in another thread:

Background: FIOS has been presenting issues with GW2 for a little over a week now. After collecting a decent amount of data we feel this is going to be a DNS issue on Verizon’s side as players connections are not resolving when hitting the server while on FIOS but can usually resolve when using GoogleDNS or Host file edits.

Suggestion: We suggest that players contact FIOS for help. We have sent an e-mail to FIOS already and we have contacted Verizon but at this time we are still awaiting their responses.

A Work-Around Suggestions from our Server Team: Set your DNS provider to Google (https://developers.google.com/speed/public-dns/docs/using) as that fixes this problem and will continue working into the future.

Thank you for understanding and we wish we could help more directly!

A work-around suggestion from our Server Team:
Set your DNS provider to Google (https://developers.google.com/speed/public-dns/docs/using) as that fixes this problem and will continue working into the future.

Background: FIOS has been presenting issues with GW2 for a little over a week now. After collecting a decent amount of data we feel this is going to be a DNS issue on Verizon’s side as players connections are not resolving when hitting the server while on FIOS but can usually resolve when using GoogleDNS or Host file edits.

Suggestion: We suggest that players contact FIOS for help. We have sent an e-mail to FIOS already and we have contacted Verizon but at this time we are still awaiting their responses.

This could be a case where your individual contacts help us resolve this for everyone so if you do contact and care to update this thread, that could be helpful.

Thank you for understanding and we wish we could help more directly!

I do recommend a new e-mail account, just because I am not certain that anyone can be 100% certain that a previously-hacked account is clear. If only for peace of mind, you might consider that, then contact Support through a new ticket, referencing your existing ticket (from the possibly-insecure e-mail account) in the subject line, and proceeding with the reaccess, restoration, and new-account-name processes.

UndeadXandeR.3596:

Im using a completely new email now, changed the password, asked for the rollback, then got the authenticator.. here’s hoping it won’t happen again.

Good steps, there. It can take several days to go through the restoration process, but the team will do whatever they can to help.

Best of luck.

As suggested, posting tomorrow in the Tickets for Review thread would be fine. (The ticket is only 2 days old.) However, it may be that if an error was made it will be caught and re-examined before tomorrow so check with your friend before posting, please.

Update 20 May 2014

581258 – Resolved.
583051 – Resolved.
606009 – Resolved.
561120 – Resolved.
606549 – Resolved.
578360 – Resolved.
587162 – Resolved.
587421 – Resolved.
614846 – That is a very confusing situation, and I sent it over to see if we can get traction on it. I think you’ll find this is resolved very soon.
610552 – Answered today.
554090 – It appears your e-mail was hacked. Are any of your tickets from a new secure e-mail address? We’re looking into this.
612886 – In queue for review or processing.
613766 – In queue for review or processing.
616877 – In queue for review or processing.
608074 – In queue for review or processing. Thanks for your patience!
616207 – In queue for review.
586422 – Under review.
613325 – You never established you are the owner of the account, as explained in ticket 311950. Update 613325 if you can do so.
613847 – The guild name change was entirely appropriate. No matter how creative you felt the name to be, references to pornography just aren’t acceptable.
609210 – Final answer: The account was used to exploit, and was not compromised. We will not be able to reinstate it.

• Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
• If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
• Please do not submit tickets about item replacements — they will be addressed as quickly as possible.
• Please do not submit duplicate tickets for the same situation.
• Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update 20 May 2014

614846 – That is a very confusing situation, and I sent it over to see if we can get traction on it. I think you’ll find this is resolved very soon.
610552 – Answered today.
554090 – It appears your e-mail was hacked. Are any of your tickets from a new secure e-mail address? We’re looking into this.
612886 – In queue for review or processing.
613766 – In queue for review or processing.
616877 – In queue for review or processing.
608074 – In queue for review or processing. Thanks for your patience!
616207 – In queue for review.
586422 – Under review.
613325 – You never established you are the owner of the account, as explained in ticket 311950. Update 613325 if you can do so.
609210 – Final answer: The account was used to exploit, and was not compromised. We will not be able to reinstate it.

Ellieanna.5027:

You should post this in the tech support forums. I haven’t seen or heard anyone with that issue so it would be best to post there and try to get some help.

I agree. This seems like something our Tech Support folks would want to look into.

Thanks.

thesaw.5974:

HI
last night my account was hacked i recover account and change my password but there is e big imposibol problem : that hacker authenticator here phone number to my account and i cant loggin in account when change ip most hacker accept authenticator !!! please remove my authenticator mobile number please

We can help with these situations, but you’ll need to click “Support” and the top of the page, and then “Submit a request” to start a ticket. With sufficient information that establishes you own the account, the team can resolve this issue for you.

Yes, please do not submit a ticket from an e-mail account that may be compromised. Please use a different e-mail account or, even better, create a new e-mail account, use a very strong and unique password, and keep the account only for Guild Wars 2. (Obviously, use a different password than you use for the game.)

This is the most secure means of communicating with our Support Team and it has the greatest chance of remaining secure while we work with you to retrieve your account, return access to you, and then go through the account restoration process, if the situation calls for and qualifies for that service.

You can submit a ticket by visiting the Support link at the top of this page and then clicking “Submit a request” in the upper right-hand section of that linked page. Our team will be happy to help you.

You need to allow the team to analyze this situation and review the information you have provided. We ask that players not post in the forums with individual requests of this nature, but allow time of the ticket to be processed. If you still have questions in a few more days, you can post in the Tickets for Review thread.

Thanks for understanding.

Inculpatus cedo.9234:

Oh, my bad. I don’t know why I always forget it is support@guildwars2.com. And I am sorry about being under the impression that it had been stated that that was the viable process for submitting attachments. My apologies.

No worries!

It’s best to submit a ticket for things that can be/would be handled through a ticket. I really don’t want the exploits address to be misused, as we need to keep that very, very topical to address issues ASAP.

Inculpatus cedo.9234:

The hackers most likely compromised your email account, asked CS for a password reset, then added a Mobile Authenticator to your game account. You would be well-advised to change the password to your email account immediately. Then create a new email account, and contact CS through that, and ask that your game account now be associated with the new account. Make sure to scan for keyloggers, virus, etc. beforehand, as well. Good luck.

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

This is excellent advice.

If anyone has questions, or feels s/he needs to add info or follow up on a ticket, we always suggest updating the ticket, to avoid creating new ones which truly do slow down response time.

To update a ticket, just respond to an e-mail in the ticket thread (usually the latest one, but any are ok) with the ticket number in the subject line. That will allow you to add info, ask a question, etc.

JustTrogdor.7892:

Gaile Gray.6029:

JustTrogdor.7892:

I’m sorry… I have been following this forum the last few weeks and I do wonder if the GW2 email list got compromised.

Absolutely not. And by that do you mean the e-mail addresses and the passwords?

No I mean I wondered if a GW2 related email list got acquired from somewhere and nothing to do with passwords. There are what, 100’s of millions of email addresses out there? It just seems that for hackers to have a starting point they would need a list otherwise it would be like finding a needle in a 20 square mile haystack.

Anyway I trust it wasn’t on Anet’s end but maybe another 3rd party GW2 related website where people used the same email address to register as they did for their GW2 account. Those hackers had to get a starting point from some place.

Oh I get it, JT! Thanks for explaining. I didn’t want to leave unremarked a comment that might be — as we sometimes see — “I wonder if ArenaNet was compromised.” That’s not the case, but sure, that whole spectre of the “known password” and “known e-mail address” lists is very real, and unfortunately some fansites and other third-party sites related to our game have had incidents, it’s true.

hybrid.4531:

GM,

Hi there, Submitted a ticket yesterday(i honestly submitted one then someone said they escalated it and I would hear back once reviewed. I made another our of spite since I just purchased a transfer to play with friends. I understand I will get zzzed for that but what the hell I just dropped money to play with friends and got screwed over when I did have a complex password and a location identifier.(Everything has been changed again as well so no need for directing me to links)) for being stripped on my main char. I wanted to confirm whether or not I can still play on my alts without having to worry about a rollback. My tickets are 624021 and 624450 if they are needed.

Thanks,
Dan

This thread is not intended as a means of escalating tickets of <24 hours. It’s for tickets at least 3 days old.

But since you asked a question, if you are going to seek an account restoration, everything will be rolled back. So I would suggest you not play until after the account is set back to its closest “snapshot.”

On the positive side, you’ve been playing longer and have amassed more in-game items and wealth.

I’m sorry we can’t offer extensions on sales such as you are requesting and hope you’ll understand why that is so.

We can help you. Even if this means you setting up a brand new e-mail address and — in the preferred, most secure fashion — using it only in GW2 with a completely new and unique password, we’ll help by making changes so that your account is more secure.

In fact, many people play GW2 first and then add GW later and they play GW to acquire those GW2 bonuses. We try to be generous in how all that is handled.

Link any time, and as you reach achievements, they’ll appear on your GW2 account.

Brother Grimm’s suggestions are valid. Please don’t do a CC “charge-back.” That puts your account in jeopardy of closure. We will work with you to get this addressed to your satisfaction, but I don’t want you to lose your account!

Scenario: an account is hacked, restored, and then hacked again because the user’s e-mail address is compromised, meaning all discussions with CS are read by the hacker. In some cases, the messages are intercepted, responded to, deleted, marked as read, etc., by the hacker.

Scenario: A re-hacked account may come about because the computer was not truly secured, and a keylogger still remains on the computer.

Scenario: The re-hacked account may be coming from an internal source, such as a friend or family member who accesses credentials because they’re written down at the home.

Brother Grimm.5176:

Your ‘perceived’ increase in account hacks is just that…perceived, not factual. If an actual DB breach had occurred, these forums would have 1000 times more “account hacked!”, threads.

Thank you. This is very true.

mtpelion.4562:

Your hacker has added an authenticator in order to use it to lock you out of the account. You’ll need to contact support (see the link at the top of the page) to get the authenticator removed.

Yes, this is, sadly, no uncommon. Account thieves will take a lot of measures when stealing accounts.

Inculpatus cedo.9234:

Was one the character name, and one the Display name?

You can send screenshots to support@arena.net or exploits@arena.net
Either of those should get to the right team, I would think.

Neither of these addresses would be appropriate for this purpose:
Support@Arena.Net is an invalid address
Exploits@Arena.Net is intended only for game-breaking exploits

I think the display name/char name answer is the correct analysis of this situation, but you’re welcome to submit a ticket if you desire. If we need a screenshot we’ll get it from you.

tolunart.2095:

ScaryHydra.3165:

Hey, my account was hacked last night. The only warning I had was an e-mail that let me know there was a log in attempt from a different area. I get on and both of my 80s have no armor and all of their weapons are gone as well as my bank goods and a lot of the stuff from my guild bank plus all of my gold. Is there a way to rollback what has hapened, and if so please tell me.

If it’s the email that I’m thinking of, someone with access to that email account has to respond and allow the log in attempt to proceed for the hacker to gain access to your game account. This means that the hacker has access to your email account and everything in it.

That is my concern, as well: That the e-mail account is compromised. We will help you change to a new, unique e-mail account if you wish to increase your security.

JustTrogdor.7892:

I’m sorry… I have been following this forum the last few weeks and I do wonder if the GW2 email list got compromised.

And by that do you mean the e-mail addresses and the passwords? If that happened, you’d see thousands of posts, not a dozen. The issues is coming from elsewhere, that seems clear.

The reason hacked account posts have risen is we’re behind in restorations, so issues of members who normally would be resolved in hours are extending over a few days, prompting them to post.

Secondly, RMTs are being hard-hit by our anti-RMT measures, and they are taking advantage of more “known password” lists to hack accounts. You might have been using the same credentials for 10 years, but that doesn’t mean those credentials are safe.

Lastly, the best security is a unique password (used nowhere else) and a unique e-mail address (used nowhere else) used as your log-in Account Name.

Having said all that, I still am baffled by TaintedSilver’s situation, and I’ll ask others to see if they have suggestions on how that occurred. But an ArenaNet or GW2 security breach? No, that’s not what happened.

ICEing.9237:

I was thinking of making a new email address and a diff password for both gw2 and the email. I haven’t gotten hacked yet but it can’t hurt to be safe right?

I think that’s a great idea. Our team will be ready to help when you want to change your Account Name (log-in e-mail address). If more people took proactive measures to prevent hacking, the world would be a better place!

Update: 19 May 2014

585161 – Resolved.
589736 – Resolved.
609210 – Resolved.
612238 – Resolved.
614025 – Resolved.
614025 – Resolved.
613325 – Resolved. Also 404710. Please do not submit duplicate tickets.
617960 – Resolved. Also 615695. Please do not submit duplicate tickets.
615034 – Answered Friday. Please follow instructions in response.
591466 – Answered Saturday.
595827 – Answered today.
603951 – Answered today.
614846 – Answered today. Please ask your wife to submit a new ticket from a different, secure e-mail account.
592918 – Answered yesterday.
596830 – Final answer send on May 10. As explained, further appeals will not be answered.
611002 – Final answer sent on Saturday.
598335 – In queue for review or processing.
598562 – In queue for review or processing.
599030 – In queue for review or processing.
599221 – In queue for review or processing.
600731 – In queue for review or processing.
601885 – In queue for review or processing.
602117 – In queue for review or processing.
602185 – In queue for review or processing.
605252 – In queue for review or processing.
606009 – In queue for review or processing.
609286 – In queue for review or processing.
616782 – In queue for review or processing.
621861 – In queue for review or processing. Also 622065 – *Please do not submit duplicate tickets.
618169 – In queue for review or processing. Please don’t submit a new ticket, just wait for an answer on that one.
606795 – In queue for review or processing. Update 528181 if you have questions.
605807 – Please answer verification questions in Ticket No. 596544.
596928 – Upon review, I believe you got an erroneous response. We’re looking at this again. Thanks for your patience.
Bernie.8674 – We have no ticket from this account. Please click Support above and then Submit a request, providing as much info as possible.

• Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
• If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
• Please do not submit tickets about item replacements — they will be addressed as quickly as possible.
• Please do not submit duplicate tickets for the same situation.
• Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update: 19 May 2014

585161 – Resolved.
589736 – Resolved.
609210 – Resolved.
612238 – Resolved.
614025 – Resolved.
614025 – Resolved.
613325 – Resolved. Also 404710. Please do not submit duplicate tickets.
617960 – Resolved. Also 615695. Please do not submit duplicate tickets.
615034 – Answered Friday. Please follow instructions in response.
591466 – Answered Saturday.
595827 – Answered today.
603951 – Answered today.
614846 – Answered today. Please ask your wife to submit a new ticket from a different, secure e-mail account.
592918 – Answered yesterday.
596830 – Final answer send on May 10. As explained, further appeals will not be answered.
611002 – Final answer sent on Saturday.
598335 – In queue for review or processing.
598562 – In queue for review or processing.
599030 – In queue for review or processing.
599221 – In queue for review or processing.
600731 – In queue for review or processing.
601885 – In queue for review or processing.
602117 – In queue for review or processing.
602185 – In queue for review or processing.
605252 – In queue for review or processing.
606009 – In queue for review or processing.
609286 – In queue for review or processing.
616782 – In queue for review or processing.
621861 – In queue for review or processing. Also 622065 – *Please do not submit duplicate tickets.
618169 – In queue for review or processing. Please don’t submit a new ticket, just wait for an answer on that one.
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The advice in this thread is valid: Please have your friend update her ticket (not make a new one) and the team can take a look!

Korimor.2406:

After many hours spent mapping, many lucky guesses, many bad guesses, ups/downs, the good and the bad, the many many many wvw kills hoping for the next pre to drop.
It is done

Thanks to anyone who helped me along the way with anything, be it your guesses of what will go up or the few who crafted a couple of the legendaries for me. THANKS

*disclaimer- Twilight and Sunrise have been combined for Eternity

~Amazed!~

Well done, and congratulations!

Brother Grimm.5176:

~snip~

Overall, I think it’s less about good email provider security than whether or not any websites you ever used that email address at (and possibly the same password) have ever been compromised (and their user DB stolen and sold).

Obviously 2 step authentication on both the email associated with our GW2 account AND the GW2 account itself should lock down your account (but still use unique and strong passwords at every site). Strong means longer than 12 characters (46 character passwords are insane overkill).

Quoted. The advice you give is very valid, and I flagged a section I want to address. Yes, most compromise incidents are through lists shared amongst disreputable people, lists that contain data from hacked sites. Our security is good, but you all know of major sites (publishers, stores, and more) that have had security incidents that exposed personal information. Many accounts are hacked and identities are stolen using that information, not just in GW2, of course, but in a variety of sensitive areas.