Guild Wars 2

six.6304:

I just did, thank you.

If this is about a courtesy gem refund, please be aware that we’re not accepting those requests in the Tickets for Review thread, and such requests will be addressed as promptly as possible.

Thanks.

Lexxi.3540:

It was a mistake I was making: there’s one section for email address, and one section for account name which is also an email address. I had been putting the old one in both, but I tried putting the new one in the first section and it worked out just fine.

Thanks for all your help, everyone!

Great, glad you got that sorted. I’m sure you’ll get assistance very soon.

Are you able to log in, or are you blocked because you cannot authenticate the location?

If you’re blocked and need the e-mail for verification that you are you, please see this KB Article about e-mail challenges, with troubleshooting tips that might help!

For visibility, that article link is: https://help.guildwars2.com/entries/64124056-Problems-Receiving-Guild-Wars-2-E-mails

If your e-mail address is similar, then those unscrupulous people with access to valid e-mail addresses might try variations. In fact, I imagine they have systems that do it automatically.

For example, say your e-mail account is GamePlayer@gmail.com. A company might try GamePlayer@[insert every other major e-mail provider here] to see if they get a “hit.”

If the new e-mail address is completely different, I think there’s a small chance that your computer has a keylogger and the thief simply has not accessed the account yet. (I might be overly worried, but that’s my first impression.) On the other hand, why would a would-be thief attempt to reset the password if s/he has a keylogger…?

As for the password reset page, I think I know why it functions as it does. If our reset system said “This account is not recognized. Please try again” that would reveal something, right? That would mean when the would-be thieves saw the “An e-mail has been sent” message only for valid Account Names, they would know that that particular e-mail address is a valid Guild Wars 2 account name. And clearly, that’s information we don’t want to provide them.

So that is why we don’t say “yea” or “nay” to a request, but simply (invisibly) send an e-mail when the account is valid and not send a-mail to an invalid Account Name. In that way, we’re not furnishing any information to would-be thieves.

This is very solid advice, thank you for sharing. ANY type of authentication system is valuable to protect against compromise situations!

Hmmm… I guess what I can say here is that if those mails came from us, that means someone knows your Account Name (user name or log-in name). The fact there’s been no access is great, and you’ve followed very sensible security protocols. (I would be remiss in not saying that sometimes someone gets all needed information to access an account but waits and uses it later. I’d call that percentage pretty small, though.)

On the other hand, this definitely could be random: Some RMT company acquire a list of “One Gazillion Valid E-mail Addresses!” and then spam those addresses to see if they can match them with a list of known passwords. With what you’ve done, and because, as you said, you’ve “checked my account management, no unusual logins, have the authenticator installed, and e-mail and game password are unique and not shared with any other games / websites. Only buy my gems from the ingame store, and don’t visit any other fan forums” I think you’re pretty secure.

If this is a concern and you’d like to change your user name, please go ahead and submit a ticket (click “Support” above, then “Submit a request”). I get sent about a half-dozen to a dozen phishing attempts a week. I know they are just sent out to people without the sender knowing anything else. And yes, I’ve gotten the “attempted password change” e-mails a few times as well and all has been ok.

But again, we’re happy to help you if you’d like to change to another Account Name.

Blue Platinum.6403:

Hello , I want to buy GW 2 from other website, because yesterday i miss the discount.
What I want to ask is it legit to buy from them? I want to buy from kinguin, because they still get 50% discount
Here’s the link
http://www.kinguin.net/category/2515/guild-wars-2-heroic-edition-digital-download/

because i’m hear an issue you will get banned if there were a problem with an account payment. Please reply, i really really want it for my friend

Here’s what I recommend, because sadly, there are quite a few non-legitimate “sellers” who will be happy to take your money but not provide a valid serial code for the game:

• Go to this page: https://www.guildwars2.com/en/retailers/#UnitedStates-physical
• Choose your country
• Choose Retail Locations or Digital Download
• If you do not see that vendor, I strongly recommend you not purchase from them, for if they are not on the list then they are not an authorized seller.

I simply recommend that you purchase from someone you can trust, from someone on that list or directly from our site.

Edit: Sorta what Katt said immediately above, but I have a shiny bullet list so I am claiming extra bonus points!

Please click Support at the top of the page, and then “Submit a request” to get these changes made to your account.

You did not purchase the Riding Broom. As an agent explained to you today, “Upon further investigation, we checked your gem purchases but we were not able to verify that a Riding Broom was purchased only a Witch’s Outfit that comes with a Toy Broom. As previously stated we will not be able to offer a refund for such item.”

If you had a Riding Broom, then perhaps it was gifted to you, as you mentioned in your first post. If that is the case, we cannot refund gems to you for an item that was purchased by someone else. But I believe that you were mistaken about the nature of the item, that you did not make the purchase (because game logs would reflect that purchase), and that the response by the agent answers the question completely.

Update: 15 May 2014

576479 – Resolved.
592117 – Resolved.
594234 – Resolved.
597272 – Resolved.
599753 – Resolved.
600234 – Resolved.
600710 – Resolved.
601116 – Resolved.
602424 – Resolved.
606761 – Resolved.
608361 – Resolved.
554090 – Resolved.
597151 – Resolved.
603124 – Resolved.
603883 – Resolved.
609799 – Resolved.
611494 – Resolved.
612731 – Resolved.
40713 – Resolved.
595319 – Resolved. (Also 595432)
572074 – Resolved. The gems were added to your balance, as explained in the ticket.
591458 – Resolved. Four tickets. Please do not submit duplicate tickets.
601110 – Resolved. Four tickets. Please do not submit duplicate tickets.
580408 – Resolved. Two tickets. Please do not submit duplicate tickets.
595963 – Answered today.
581258 – Answered today.
583051 – Answered today.
583884 – Answered today.
584061 – Answered today.
584189 – Answered today.
600091 – Answered today.
608549 – Answered today.
612296 – Answered today.
606009 – Answered today.
589228 – Answered today.
597954 – Answered today.
605312 – Answered yesterday.
583362 – Answered Tuesday.
603299 – Answered Tuesday.
602837 – Answered Tuesday.
561120 – Should be resolved today.
606549 – Have you submitted eight tickets about this? If not, then it seems clear your e-mail account is insecure. Please write support from a new, secure e-mail account and include the ticket numbers of those you submitted in the subject line.
609026 – In queue for review or processing.
578360 – In queue for review or processing. Thanks for yesterday’s update.
587162 – In queue for review.
594539 – In queue for review.
595827 – In queue for review.
576496 – Please report; an agent also has reported this bug but it would help if you did as well.
Kirimitsu.2049 – Please see this thread.

• 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.

Updates: 14 May 2014

I will be adding more tomorrow, but for now, here are some updates based on individual reviews:

570813 – Resolved.
580549 – Resolved.
584826 – Resolved.
593822 – Resolved.
595432 – Resolved.
595709 – Resolved.
596166 – Resolved.
580468  – Resolved.
590224  – Resolved.
591190 – Resolved.
591434 – Resolved.
572631 – Answered Friday.
573995 – Please report; an agent also has reported this bug but it would help if you did as well.
580468 – Please create a new ticket using a different e-mail address so we can assist you.
582133 – Still being processed. Please see this thread.
587421 – Still in processing or review. (There appear to be a couple of issues; you should hear soon.)
595847 – Under review.
589334 – Under review.
602805 – You deleted your chars for a free world transfer and we are not able to reverse that process.
584061 – You’ve asked about changing game worlds. See this article: http://wiki.guildwars2.com/wiki/World#Transferring

• 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: 15 May 2014

576479 – Resolved.
592117 – Resolved.
594234 – Resolved.
597272 – Resolved.
599753 – Resolved.
600234 – Resolved.
600710 – Resolved.
601116 – Resolved.
602424 – Resolved.
606761 – Resolved.
608361 – Resolved.
554090 – Resolved.
597151 – Resolved.
603124 – Resolved.
603883 – Resolved.
609799 – Resolved.
611494 – Resolved.
612731 – Resolved.
40713 – Resolved.
595319 – Resolved. (Also 595432)
572074 – Resolved. The gems were added to your balance, as explained in the ticket.
591458 – Resolved. Four tickets. Please do not submit duplicate tickets.
601110 – Resolved. Four tickets. Please do not submit duplicate tickets.
580408 – Resolved. Two tickets. Please do not submit duplicate tickets.
595963 – Answered today.
581258 – Answered today.
583051 – Answered today.
583884 – Answered today.
584061 – Answered today.
584189 – Answered today.
600091 – Answered today.
608549 – Answered today.
612296 – Answered today.
606009 – Answered today.
589228 – Answered today.
597954 – Answered today.
605312 – Answered yesterday.
583362 – Answered Tuesday.
603299 – Answered Tuesday.
602837 – Answered Tuesday.
561120 – Should be resolved today.
606549 – Have you submitted eight tickets about this? If not, then it seems clear your e-mail account is insecure. Please write support from a new, secure e-mail account and include the ticket numbers of those you submitted in the subject line.
609026 – In queue for review or processing.
578360 – In queue for review or processing. Thanks for yesterday’s update.
587162 – In queue for review.
594539 – In queue for review.
595827 – In queue for review.
576496 – Please report; an agent also has reported this bug but it would help if you did as well.
Kirimitsu.2049 – Please see this thread.

This sounds like a hack of the e-mail account that resulted in a compromise of the game account. If your friend has submitted a ticket, I suggest that he make a new ticket using a different, secure e-mail address (with a password that is used nowhere else). He should include the 6-digit ticket number from his first ticket in the new ticket.

Skooma.3459:

Thanks for the quick response and thanks for ImaginaryPixel for restoring my account in about an hour. Good job Anet on your customer service. This is why I play your game so much!

So glad that all worked out for you. Welcome back to the game!

I am sorry that you were upset, but want to point out that while you’ve used the character name for nine months, Guild Wars 2 was announced 7 years ago, and lore has been released on a regular basis since that date. Too, the game was released two years ago.

Disallowed names are disallowed names. Using an NPC name has been related to various issues within the game. Believe me, I’ve reviewed some of them. Whether the use of the name would result in evil doing, it would result in confusion, and for that reason, if no other, the name is disallowed.

With respect and sensitivity to how you feel — and I do understand — longevity or liking for a name doesn’t make it OK. When names are censored, we often see the question, “I used [NPC name] [name of an ArenaNet employee] [offensive name] for years, why are you censoring it now?” In all cases we need to do what’s best for the game and the community as a whole.

KMLin.7642:

About an hour ago my friend attempted to sign into the GW2 client but was prompted with an authentication, which was weird because the IP came from Massachusetts and not Ohio where he lives.

We thought about it and said “Well the ISP must have changed the IP” so we approved it, thus he was able to get into the game.

However, he is still unable to log in to the website because it prompts for an authorization, so he waits for an authentication e-mail. He gets the e-mail a few minutes later but then it prompts for yet another authorization.

Is this an issue that needs to be resolved through a ticket or is there a solution that can easily remedy this?

First, I’d never approve authentication requests from that distance.

Secondly, I’m concerned that his e-mail account is compromised. Has he changed all the passwords? Used only complex, unique passwords?

If he’s still concerned, it’s possible to change the user name to another e-mail account, but that will require a ticket to Support. If he needs help, have him get in touch, by all means!

DijitalKiD.2154:

Well I’ve had no log in attempts and nothing is ever missing from my characters, so I’m not sure why someone would just change my password for GW2 and nothing else then not take anything. And I’m not getting any of the “Password Reset” Emails from arenanet, only the ones I’ve done myself. I’ve changed my email pw and everything just incase, it’s just odd it’s only GW2 and nothing is missing. And my search for loggers has come up empty so far.

I think you were wise to take precautions. Believe it or not, sometimes we note an account is fully compromised, maybe even accessed for a couple of minutes, but nothing is taken. Later, of course, it’s stripped. But it’s not outside the realm of possibility that your account was compromised, that someone could have accessed at any time to remove items or to use it for botting or advertising RMT.

Again, changing passwords to complex password that are used nowhere else is always a great precaution!

TLTS.9106:

quite same story…inactive for 2 -3month…log in to look see…18 gold gone…sent ticket…3 days all settle roll back….hacker so desparate >.<!

Take heart, guys! As TLTS has said, after a hacking incident (after being inactive for a while) the matter was fully and happily resolved in three days.

We cannot condone the use of third-party programs. Any third-party programs.

Please review the Content Terms of Use for questions related to the use of our art assets.

Inculpatus cedo.9234:

If you have not already, you need to contact CS and submit a request for assistance.

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

https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post3954

(The Texas IP address is most likely from visiting the forums, so that one isn’t of much concern.)

Good luck.

Yes, precisely. Be sure — certain! — your e-mail account is secure, or contact support through a different e-mail address. Click “Support” at the top, then “Submit a request” to start a ticket.

Zamora.1843:

We are making it too easy for hackers to profit from us! If everyone would turn on 2-step verification for our e-mail accounts it would make it so much harder for them to do so. MSN, Hotmail, Outlook, google all have this option. It is not turned on by default, you need to activate it.

Since the vast majority of hacked game accounts come through hacked e-mail accounts, I endorse this message!

Astral Projections.7320:

…he can always update that ticket and point out he was hacked and give the specifics again.

Yes, I’d recommend updating his ticket to exchange more information about this situation.

Seriously, guys, we do know there are issues and these “edge cases” (meanly rare, not odd ) come up. Once I can get my teeth into the filter I hope to be able to fix a lot of things, but I will need a few things to get into alignment before I can do that, and I have a few projects that, honestly, have a higher priority.

It’s something we want to do and will do and in the meantime, I appreciate the good humor and patience of those like Mr. Llama and zero. Hope to be able to get this fixed and you back on your chosen names in the near future!

Here is what I posted yesterday: https://forum-en.gw2archive.eu/forum/support/account/Concern-about-being-HACKED/first#post4020512

TL;dr: It’s a known issue and the IP address listed in my post — 64.25.32.69 — is one of ours. Please read the post for more information.

Updates: 14 May 2014

I will be adding more tomorrow, but for now, here are some updates based on individual reviews:

570813 – Resolved.
580549 – Resolved.
584826 – Resolved.
593822 – Resolved.
595432 – Resolved.
595709 – Resolved.
596166 – Resolved.
580468  – Resolved.
590224  – Resolved.
591190 – Resolved.
591434 – Resolved.
572631 – Answered Friday.
573995 – Please report; an agent also has reported this bug but it would help if you did as well.
580468 – Please create a new ticket using a different e-mail address so we can assist you.
582133 – Still being processed. Please see this thread.
587421 – Still in processing or review. (There appear to be a couple of issues; you should hear soon.)
595847 – Under review.
589334 – Under review.
602805 – You deleted your chars for a free world transfer and we are not able to reverse that process.
584061 – You’ve asked about changing game worlds. See this article: http://wiki.guildwars2.com/wiki/World#Transferring

Hello,

I will be reporting updates later in the day. In the meantime, I have flagged several posts for removal. Let’s please keep this a very focused thread, and not get into off-topic commentary.

Helping someone figure out how to submit a ticket is very nice. Reminding folks that they should be patient and that ticket volumes currently are quite high is helpful to them and to us. But posting comments about someone else’s personal situation may cross into off-topic or inappropriate commentary.

Please help us keep this thread useful, efficient, and on topic. Thank you.

Smooth Penguin.5294:

It’s an anti-fraud protection system. If you want to bypass that limit, you need to submit a ticket to request a manual override.

Sure, we’ll be happy to work with you on this. It’s a pretty simple process if you want to submit a ticket.

And thanks, so much, for your love of and support of the game!

We’re finding that most game account compromises are coming through hacked e-mail accounts. The account thieves are gaining a player’s e-mail credentials and then gathering GW2 information from the e-mail account.

AP’s suggestion might be sound: You may want to submit a ticket and change to a completely different e-mail account, for security’s sake.

You’re welcome to contact Support if you’d like help with this. You may be eligible for an account restoration and the team can help you with tips on how to make sure your account is secure. (Mostly, look at your e-mail account, and that is where the vast majority of account compromises start.)

Please see my post above for an explanation of the situation and be assured I am pursuing this matter.

The comments from Figlilly and Ic are correct.

We’re sorry your account was compromised. Please make sure your e-mail account is secure, as that is where most hacks occur first. An agent will help you as soon as possible.

We appreciate the suggestion and will consider it in due time.

I have that post on my “to do” list because I feel it’s overly long and I’d like to rewrite into a Knowledge Base article where it can be more visible and useful for our players.

We’re sorry this is happening. If you submit a ticket, I feel sure an agent will be able to help you resolve this.

And thanks for your support of our game!

Yes, we strongly recommend you secure your e-mail account before submitting a ticket so the hacker doesn’t intercept your communications with Support.

Ticket volume is high, but if you’re eligible for an account restoration that should set things as close to right as possible. Please hold tight — it’ll probably be another day or two before you hear. Nothing alarming, and we can set things back to normal in most cases.

My own account shows “log-ins” from Texas on the exact IP address that Smitz sees:
64.25.32.69

On my account, it was that exact IP address last week. It’s that same IP address today.

That is us.

I cannot say things like “Meh, just ignore Texas on your list.” But as posted by Caro, no authentication request came through, no changes were made to the account or password, and yet I was “logged in.” We know that forum access can present our IP. So that “access” might be assumed to be benign.

Again, no blanket acceptance, but if your account management page (security tab) shows that exact IP, I personally would not be alarmed.

Behellagh.1468:

If you do a whois on the Tx IP it shows it belongs to NCSOFT. The other three are likely yours.

http://whois.arin.net/rest/net/NET-64-25-32-0-1/pft

Helpful info, thanks!

The question about this item has been answered in the ticket and therefore I’ll close this thread, as it’s rather moot.

I need to say that the team makes it very clear that if you pursue a refund, your account will be permanently closed. I’m sorry for your disappointment, but refunds are costly to any business, and re-enabling an account is not a prudent move on our part.

The team will definitely look into this for you, as we don’t want anyone to pay for something that he or she cannot use. Perhaps a new account is the way you can go; they’ll investigate that for you.

Please give time to answer, as the tickets volume is high.

muadid.6591:

Hi guys

i got everything back to normal i got all my items and gold i switch my mail to a new one and i hope i will never got hacked again… ty ArenaNet for helping

Guys use the mobile authenticator …

regards

So glad that all is well!

ShadowLotus.8213:

muadid.6591:

Hi guys

i got everything back to normal i got all my items and gold i switch my mail to a new one and i hope i will never got hacked again… ty ArenaNet for helping

Guys use the mobile authenticator …

regards

good for you.. couple of hours more its 2 days time after sending my ticket, really hope to get some good news from them, every single hour I’ve been refreshing my email praying for a mail to come from arenanet bout my account recovery ><

oh Balthazar please grant me your mercy

The team is working on tickets as quickly as possible. I feel sure you’ll be helped very soon.

Astral Projections.7320:

No, sorry. If it’s lost then it’s gone. It’s not absolutely necessary however. They can use other information to prove ownership.

While the above is true, and certainly I don’t intend to be alarming, but if you had the e-mail and now cannot find it, it’s at least remotely possible that your e-mail account has been compromised and that a would-be hacker has deleted the e-mail so you don’t have access to the code, even while s/he does have that code and can then use it to try to claim your account.

This is not a probability, but it is a possibility. Were I in your situation, I’d do a scan of my computer and I’d change my e-mail account password. Remember: Use something complex and unique, used only for that single account!

Hey there, Cinderfang. What my friend Mr. (or is it Ms?) Llama said is absolutely and regrettably true: We have a few oddities with the Name and Word Filter that cause problems with perfectly acceptable names. It’s a goal of mine to polish that filter to an incredible level of filter-y sparkliness, but at this time, I’m not able to find out why some words are blocked.

I mean, clearly, having three or four letters in sequence within a benign word should not prevent the legitimate word from being used! But if I type the name for the Factions character — assassin — it works fine. If I type a verb similar to the word “analyze” — inserted here: kitten — it comes out filtered. (The word is “asess” but add the double “s” in the first instance.)

We know that both the in-game filter and the forum filter are less than perfect, and we ask for your understanding if some words are unnecessarily filtered. We hope this will be something we can address in the future.

Haruka.9624:

5 days ago, my friend got hack and all characters deleted. He is our guild leader. 2 hours ago, He received account restore and everything back to him Thank you Anet, your help plenty fast.
I hope that you can get a restoration also.

Lelldoug, sub leader of Adventurethyme [BMO]
Dragonbrand

It’s nice to know that all is well for your guild leader. Thanks for letting us know.

I followed up on this question the instant I saw it, and I’m sorry for the confusion that this e-mail caused. I learned this afternoon that this e-mail probably did come from us. I have looped our Security Lead and Marketing Team (they handle e-mail subscriptions) into a discussion about this e-mail. The things I am concerned about are the verbiage (“subscriber” is startling, I think) as well as the fact we have three links in the e-mail.

We’re actively discussing this in real time and will make some amendments that should make this clearer and less confusing.

Thanks for pointing it out!

Ellieanna is correct. We really can’t re-enable the item, even while we’d like to help. But do take heart — that is a popular item and I have confidence it will be offered again in the future!

We suggest that you simply wait on achievements and acquisitions until you’ve decided on a restoration and the Support Team has concluded the process. It’s just clearer if you don’t get that one-in-a-million drop and then say “Waiiiit, un-restore my account!”

In addition to mtpelion’s excellent advice, you might also decide to contact from a second, secure e-mail account, so you do not jeopardize your security through an e-mail account that may be known by an hacker.

I am so sorry that you’re having issues. Please do contact Support — we will do our best to answer your questions and get things working for you!

I truly sympathize with your situation, but I need to make it really clear that posting in the forums will not help with an account compromise situation, and the best place to put your energies (at a time that I know is very stressful for you) is in the creation of a ticket.

Support at the top of this page
“Submit a request”
Provide as much information as possible, and leave fields blank if you do not have it. (You are not required to provide all answers.)

Consider if your e-mail address is hacked. That is usually the case, and if so, you’ll want to submit from a different, secure e-mail account and provide the information about your GW2 account in the ticket.

Account compromise incidents are very sensitive and can take several days to resolve. Please read these articles or posts for more info:

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

https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post3954

Best of luck!

Ohoni.6057:

I tried to log in today and got a message that I needed to verify via email to continue. I needed to log in fast to do the Karka queen so I did this, and wasn’t really paying attention, but when I double checked it said that the place I was verifying was

Address: 73.191.66.48
City: Mount Laurel
Region: NJ

While I live in Maryland. Why would I need to verify this location to log in to the game if I’m logging in from the same Maryland address I always have? Why would he game even ask me to verify that address if I’m not attempting to log in from it? Anyways, I changed my passwords just to be careful, but if at all possible I’d like to get that ip flagged as unauthorized again, and for the game to stop hassling me about IPs that I’m not actually trying to log in from.

Sometimes an ISP has a wide range of IP addresses that they use. I often mention the gentleman living in England who, through his ISP, appeared to log in from England, Scotland, and Wales!

I would have hesitated to authorize a distant ISP and you are free to remove it from your authorized list now. Go to https://account.guildwars2.com/account/security and remove the authorization of that distant IP. Yes, it will ask you again if it’s your ISP using that address, but if you check with your ISP, you then would be more comfortable authorizing that access point, and you can do so without stress. If the ISP says they do not use that remote address, then you may be at risk of compromise and you should change your password immediately and make sure your e-mail account is completely secure as well.

Zaxares.5419:

^ What Seera said. Odds are that a 3rd party fan site got hacked and the hackers harvested all the login info there. The people who got hacked likely used the same password on the fan site as they did on their e-mail and as the GW2 password. (This is how I got hacked many years back in GW1. GWGuru got compromised and they stole the passwords from there. I was careful enough to use a different password for my GW2 account, the fansite and my e-mail account, but unfortunately I’d forgotten that way back when I first started GW1, I’d also created an NCSoft master account for a one-off support issue and THAT account used the same password as the fansite. The hackers used that master account to get in and reset my GW1 password. Lesson learned. I now use unique passwords EVERYWHERE.)

All this is true. The “hack” did not come through us, but through the use of known credentials, such as a known e-mail address and password combination.

We’ll be happy to try to help you resecure your account if you contact Support.