Guild Wars 2

Update: 28 April 2014

Before the update, a request: Please do not post multiple times in this thread about the same ticket. I just reviewed almost a dozen tickets where someone had posted and then posted again a day or two later. Just as you should submit one ticket, you should post one time to follow up. I go back to my most recent post to collect all the questions, so your inquiry will not be missed. Only if you see a new update, without reference to your ticket number, may you post again. Thank you for your cooperation.

553384 Resolved – Your feedback has been received.
548729 Resolved.
552598 Resolved.
554571 Resolved.
554814 Resolved.
564267 Resolved.
555983 Resolved. Two tickets. Please do not submit duplicate tickets.
555400 Answered today.
550719 Answered Saturday.
554587 Answered today.
569009 Answered today. Your purchase was refunded, so you can repurchase, add the code, and you’re good to go.
552404 Answered yesterday and additional review taking place.
550451 This ticket was incorrectly handled, and we apologize. I believe we will get this resolved for you today.
513029 Closed. No additional information is available.
559606 Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
557040 In the queue for account restoration.
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557511 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
560286 In the queue for account restoration.
565598 In the queue for account restoration.
566428 In the queue for account restoration.
567256 In the queue for account restoration.
567585 In the queue for account restoration.
570131 In the queue for account restoration.
570157 In the queue for account restoration.
567449 In the queue for account restoration. Please confirm that you wish this service.
564688 6(!) tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
549610  The issue is still under review. The survey was simply asking if you had received an informative answer. I feel you have, but you’re welcome to rate as you see fit.
559338 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
561713 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562900 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568368 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566783 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568324 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
534713 Under review. I followed up to ask about progress.
558665 Under review. I followed up to ask about progress.
568230 Under review. The account is suspended to keep it secure during investigation.
554490 Under review.
557007 Under review.
557113 Under review.
557196 Under review.
558540 Under review.
560681 Under review.
561147 Under review.
561510 Under review.
564027 Under review.
573597 Under review.
557353 Under review.
567885 Under review.
563589 Please reopen the ticket by responding with the account ownership verification information our agent requested.
567819 You are asking for items we cannot provide. An agent will respond to your ticket as soon as possible.
566422 Your e-mail account and/or your computer have been hacked. Please re-secure your computer system AND your e-mail account so that we can assist you.
FateTwine.2390 Thanks for your kind words!

Please update the ticket that you used to discuss your hacking incident and explain what took place. The explanation give here — that the hacker misused your account — is nearly always correct. We will make this right, simply let the team know that you still need help and they’ll investigate!

I am sorry you guys had trouble making a gem purchase, but really appreciate that your posted. Your experience could help others, where they’ll know if they wait a bit, the purchase will probably process. Also, hitting “buy” multiple times can result in multiple purchases. Now, of course we will refund those as quickly as possible (as long as the gems aren’t spent ) but it’s best to avoid the hassle for you by simply clicking once and then waiting a bit to see if the purchase goes through.

Thanks again for sharing your experiences.

Just a note to let you know I’m merging about half a dozen posts to gather all the reports of players having trouble buying gems in the Gem Store. This means you may see some repeated comments within the thread, but making a merged thread allows us to give you one single, update so you know the status of this issue and it will make this issue and its upcoming resolution more visible.

In a nutshell, and I’ll post this at the bottom of the thread as well, we’ve been able to determine that our billing system provider has had an issue that has prevented some players from making a Gem Store purchase. Quite honestly, it was pretty hard to find what was going on, which is why for a few days we were not able to confirm exactly what was causing the issue, and we did wonder if the problems were unique to individual players. At this time, the provider is actively working on a fix and we hope to have this all ironed out very soon. I’d suggest that you do not need to submit a ticket, but you may if you wish to do so.

I will update you as soon as I have more information. In the meantime, please accept our apologies and our sincere thanks for your (attempted) support of our game through Gem Store. We hope you’ll make that purchase as soon as the problem is worked out.

Thanks!

GrungePunk.3095:

My apologies. That’ll teach me to ask on map chat next time before posting in the forums. I was told to go to the Black Lion Armorsmith in any major city and convert my town clothes to skins. Thank god I have my GW2 hat again!

To any moderators, if you feel this is informative leave it up. Otherwise feel free to delete this post. I would delete it myself if I had the option.

Thanks for updating, and I do think that leaving this in place would be good, as others with the same first reaction will benefit from the info you’ve shared.

I’m glad all is well.

Very good advice, LyricDawnhagen!

Wulfheart, the fact is, if they have access to the e-mail account — if for example you use the same password for e-mail and game — sending a verification “Do you want to add this mobile authenticator” e-mail wouldn’t help.

However, I do understand the question, so I’ll discuss it with the team to learn if there’s benefit to adding that process to the change. I’ve asked before and basically I’ve been told that sending the e-mail isn’t necessary nor preventative of most hacks. But I’ll ask again.

Astral Projections.7320:

Sounds like you got hacked. Maybe they got interrupted and didn’t have time to finish stripping the account.

First do a security sweep of your computer, including looking for a keylogger. After you are sure your computer is secure then you can contact support at https://help.guildwars2.com/anonymous_requests/new to see about getting an account restoration (a rollback of your account to a time before the hack). Be aware you will only get one of these so if your computer isn’t secure and it happens again, you will not get back anything lost.

This is good advice. I would add that in addition to checking your computer security as a whole, you also should carefully review whether your e-mail account may be compromised. We’re finding that a large percentage of hacked game accounts also involve a hack of that player’s e-mail account. This results in intercepted tickets or in the e-mail account hacker trying to claim the account as the legitimate owner.

Glad all was clear and that you actually got a “bonus refund” that you didn’t expect!

Any inquiries about an account suspension and/or a block due to a character, account, or guild name (or guild tag) should be directed to Customer Support via a ticket. The forums is not a venue for review or appeal in these cases.

lordkrall.7241:

You can buy gems in the Gemstore (pressing O – Buy Gems).

Or if you don’t want to spend real money you can delete your characters and then transfer for free to the other server.

This is correct. Please keep in mind that a player can transfer worlds just one every 7 days, so choose wisely.

The account holder needs to submit a ticket. She may do so in English, French, German or Spanish. She may do so with imperfect English — that’s not a problem. But the request ideally would come from the e-mail account associated with the game account or from the person who owns the account, if she must use an alternate e-mail account (which I will explain later).

What the other players have told you here is correct:

• Multiple tickets slow response.
• Account retrievals and restorations are very time-consuming.
• Some e-mail providers mis-route or block our e-mails (although that is better these days).
• Most hacked accounts are tied to a hack of the e-mail account, and yes, the hacker simply deletes our mails and you never knew we’ve been trying to get in touch.

Please review the links provided in Ic’s post above and make yourself aware of security issues and the problems with e-mails, which both Ic and bluestocking linked. Please avail yourself of the Tickets for Review thread for which lordkrall provided a link. Please do not submit additional tickets for her, but have her submit a ticket about her account.

If you are not getting our first “We got your ticket” response or our periodic update auto-responses, then something is wrong and again, I strongly suspect her e-mail account is also compromised. If that is the case, or may be the case, and if her computer is absolutely certain to be free of malways (such as keyloggers). then she might consider using a completely different e-mail account to contact us, providing the numbers of the other tickets so that we can merge them and process only the one.

Adrian.3180:

~clip Had serveral tickets ~clip

That is the critical element. Please do not make duplicate or follow-up posts. Please follow up in the existing ticket, to expedite service.

Item replacements are running about a week. Please be aware that we are working on them as quickly as possible, even while we are putting our first priority on account compromise incidents, with the assurance that all our players will understand that a hacked account is more time-critical than a courtesy item replacement.

We will answer your requests just as quickly as we can, and we have instituted overtime to help us do so!

Attention:

Please do not post in this thread to follow up on item replacement requests. They will be dealt with as soon as possible, but I will not be able to review those requests individually.

Please do not post about an account restoration request unless you have been waiting more than five days. Account restorations are the most delicate and time-consuming of all investigation, and we must allows the agents time to do these thoroughly and correctly.

Thank you for understanding.

Schwarzkopf.4081:

Gaile Gray.6029:

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

My support ticket #540907 has been under review for more than 10 days now . Im beginning to feel hopeless :|

You may have more than one open ticket, but I recall answering your request yesterday in a ticket.

Please read this post on the subject of account restorations.

Quite honestly and quite directly: It’s highly unlikely that we can investigate a hacking incident, verify your ownership of an account, verify the hacking, return access, and restore your account in a matter of 2 or 3 days. Even when we are not dealing with a large number of the requests related to courtesy item replacements, the process of dealing with hacked accounts is time-consuming and detailed.

I ask that you please not post in the Tickets for Review thread unless you’ve been waiting more than five days. Please allow the team to take all the steps they must take to help you, knowing that we will help you to the best of our ability.

Thanks for your cooperation.

Please know that hacked accounts are the more difficult thing our team works with. You’d be surprised (and saddened, I’m sure) to see how many people try to “claim” an account that they do not own. Each agent must use extreme care to make sure that he or she is helping only the actual account owner. Then, if there’s a request for an account restoration — and we try to accommodate as many of those requests as possible because we truly understand how devastating an account “hack” can be — there’s another layer of investigation that we must undertake to to make sure we’re selecting absolutely the best restoration point for our player and to ensure that a restoration does not negatively impact the player base as a whole. (Some challenges here are the possibility that a non-account owner is trying to steal the account, the fact that some restorations are not possible because we cannot establish the account was compromised, or because the account already has been restored and offering multiple restorations presents a risk of damage to the game economy as a whole.)

So all of us understand and sympathize with the fact that it seems to take a long while to return access to the legitimate account holder and then use the ART to restore the account. However, we must ask for your patience rather than rushing the process, for the good of the game and in order to have the confidence to move forward on the dual requests.

Thank you, sincerely, for understanding.

Feycat and Lotusklee — I see an outbound updates sent on Tuesday. Can you please check your junk, spam, and other possible in-boxes? I need to know for certain that you didn’t receive it because it was routed to an other bucket.

Lotusklee — I do see the update to your ticket you made today.

Jamin — I cannot see any new ticket from you, not since February. I suggest you find the auto-receipt confirmation e-mail or if you do not have that, submit a new ticket. Because if this is the account for which you wish to get a refund, this account has no current/unresolved tickets in its folder.

maxpain.2418:

how do i link my accout to another email i dont use the email this account is linked to anymore

Oh sure, we can help. Click “Support” at the top of this page, then “Submit a request” to get a ticket started. Watch your e-mail for a response and we’ll be happy to help.

I am sorry that you were alarmed by this, and I’ve written up a Knowledge Base article that may help allay the concerns of others. I figure if they go into the Support page and type “Texas,” they’ll get the info they need.

We want your friend to be able to join the game! I’m sorry about what happened, I imagine there may have been a question about the card, or the issuing agency may have not allowed the processing, despite him wanting it to happen and us very much hoping it would! When there’s a question, we refund so that someone is not charged. This is right, and fair, and then we work with the person who had the issue to try to make the buying process work for him or her.

Thank him for submitting and ticket, and please assure him we’ll do our best to answer as quickly as possible, and we apologize for the delay! Things are busy, but we do our best to answer promptly.

Thank you for relaying this to your friend.

Warring States.4810:

Hello Great Protectors of The Tyria

I ever sent a support ticket.The team had saved my gw2 account back from kitten hackers.

Now its working.

But they had stole my golds and much items…
Can i restore lost items after my account was compromised?

I’M WAITING YOUR ACTION!!

There is nothing that could be accomplished by posting in the forums with this request. Please update your ticket by responding to the e-mail and make a request for an account restoration. Thank you.

Behellagh.1468:

The breach wasn’t at their end. Someone got enough info from your system, likely though compromised e-mail account, to add an authenticator and then it was easy to jack and empty your account.

And since this wasn’t the first time and they made clear that only one restoration per account you are SOL. Maybe you need to evaluate your e-mail and computer security habits rather than lash out at them.

The critical part to emphasize is the following: “The breach wasn’t at their end. Someone got enough info from your system, likely though compromised e-mail account, to add an authenticator and then it was easy to jack and empty your account.”

This is absolutely true. The account hacks that people are posting about are not related to a Guild Wars 2 or ArenaNet security issue. The account compromises, or “hacks,” are happening because of personal security breaches, and most commonly they involve a “hack” of the e-mail account, too, which makes resolving them that much more difficult. (The hacker intercepts the e-mails, wipes the in-box, and the player never knows what happened.)

We will help, to the best of our ability, but ultimately, your personal security is your responsibility and there’s only so much we are able to offer. Repeated account restorations would be harmful to the game economy and therefore would have a negative impact on all players. Repeated restorations also creates an expectation that no matter how poor someone’s security practices are, ArenaNet will help them with yet another “do over.”

Please know, I never make light of security breaches. I fully understand and am sympathetic about how devastating a compromise can be! But statements like, “This guy was hacked, OMG it’s Anet’s fault” and nothing more than meaningless conspiracy theories, without a shred of fact behind them.

Please let us help you – we’re committed to doing so! Please share all your concerns and questions and requests within your ticket. But please do not cast about for someone else on which to place blame for a breach in personal security.

Inculpatus cedo.9234:

She means wait for a response. Sending duplicate tickets will only slow down the process.

Exactly correct. Please work with a single ticket to expedite your response.

Thanks for asking about this; we want everyone to understand so that we can help as quickly as possible.

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

• Some tickets will require extra time because they are very complicated. This applies especially to compromised accounts and certain access issues that may related to disputed ownership of the account. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums. We will not reinstate accounts found to be involved in these offenses. 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: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

tiffanyspencer.8925:

Hi!

I submitted a ticket (#548484) about duplicate Marjory’s dagger skins – refund on April 17th, and I still haven’t got any answer, please help me!

MasterMc.7543:

#553628:Duplicate Kasmeer staff.
Submitted on the 18th.

Kazuto.2798:

Ticket #558540
5 Days Old (Submitted 4/20/14)
Excess Town Clothing

miles.5961:

554571:Refunds for gemshop items (Town Clothes) (A little change if I might add, I would also like to refund my chef outfit as well)

To repeat this thread:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

Good advice, guys. Thank you for sharing your tips with MetalPhin, and MetalPhin, welcome to our game!!

I’m not sure if I understand the question, but only one account can be used per e-mail address. So if the address was used for another account, even if that account is terminated the e-mail address is still locked from use on a second account.

frans.8092:

Gaile Gray.6029:

Hey folks, no worries. There are several routes through which you go to access the game or the forums, and I’m told the forum sometimes throws an access IP from Texas, but that’s you… or us… or you talking with us on the forums. So it’s all good.

Not good enough.

That security page is to give us information about account use and abuse, an unidentified ip-addres will – and should – ring alarm bells. As I can not remember, and can not be expected to remember – these 32 bit numbers ip numbers I suggest the account page does a reverse DNS name lookup or – when failing to find a proper host name – a whois lookup.

At the very least. add an rdns lookup to the listed ip-adresses and get your own ip-adresses a proper DNS entry.

What I see on my account does show a location, not just a random set of numbers. I don’t need to remember anything, I am told the location of the account’s most-recent log-ins, like this:

Location IP Range
WA , US ( XX.XX.XXX.XXX )

Is that not what you see?

Please, anyone whose account has been compromised should contact Customer Support for assistance. There is nothing that anyone can do on the forums to assist you. Account compromise incidents are one of our highest priorities and I have seen a decided reduction in the turn-around time in resolving these issues, so I encourage you to submit that ticket and wait for the personal assistance that you need and which we’re happy to offer you!

• Click Support at the top of this page.
• Choose “Submit a request.”
• Provide as much identifying information as you can.
• If you need to update with more information (such as a remember means of establishing ownership) simply reply to that e-mail about your ticket (it has the six-digit number in the subject line) and add that additional info.

Thank you!

I feel sure things will work out for you, Mitch.

In the meantime, it’s always best to update an active ticket rather than create a new one. Even if the subject is “I need access to my account” and then “Can you offer me an account restoration” it’s helpful for an agent to be able to access the notes from the previous ticket.

I’d like to suggest that if you experience this regularly, you might want to submit a ticket so the team can make suggestions about a possible work-around.

You should be receiving automatic updates. I know that’s not the best way to communicate, but it is a way to let you know your ticket didn’t fall into the abyss, and with the heavy volume, it’s something we want to send, just to touch base and let you know your ticket is properly assigned and will be addressed as soon as possible.

Jamin and Feycat — are you not getting any communication from us whatsoever, not even the automatic updates? Or are you getting those but are not seeing forward movement on the ticket?

Thanks for that info.

I am sorry he’s having this difficulty!

We had a brief outage with registrations, but I believe it is resolved. Could you please ask your friend to try again? If he still has issues, we’d like to ask him to submit a ticket to Support by clicking Support at the top of the page and then “Submit a request.”

Update: 24 April 2014

538699 Resolved.
544144 Resolved.
545851 Resolved.
545986 Resolved.
546055 Resolved.
546055 Resolved.
546253 Resolved.
546320 Resolved.
546737 Resolved.
549085 Resolved.
557413 Resolved.
542151  Resolved.
543736  Resolved.
546294  Resolved.
547006  Resolved.
557221  Resolved.
560358  Resolved. (Thanks for telling your friend to not submit duplicate tickets. )
546893 Answered today.
549148  Answered today.
546256 Answered yesterday.
552786 Four tickets. Please do not submit multiple tickets. In the queue for account restoration.
537581  Have you friend contact Support with a new ticket from a completely different e-mail account. This was resolved on April 15th, but it appears he’s not getting our communications.
568653 If you do not have any characters, you can transfer about the 7-day cool-down period passes. BTW, this ticket is from today; it is not 3 days or older.
549567 In the queue for account restoration.
550421 In the queue for account restoration.
552598 In the queue for account restoration.
555946 In the queue for account restoration.
556774 In the queue for account restoration.
557095 In the queue for account restoration.
558257 In the queue for account restoration.
559640 In the queue for account restoration.
560308 In the queue for account restoration.
560828 In the queue for account restoration.
555884  In the queue for account restoration.
557040  In the queue for account restoration.
558940  In the queue for account restoration.
551155 Under review.
553384 Under review.
558665 Under review.
560681 Under review.
566252 Under review.
558049  Under review.
554090  Under review.
561063 Under review. Thank you for updating with new information.
549670 Under review. There are many requests; we ask for your continued patience.
550128 Under review. There are many requests; we ask for your continued patience.
556236 Under review. There are many requests; we ask for your continued patience.
549714  Under review. There are many requests; we ask for your continued patience.
550150  Under review. There are many requests; we ask for your continued patience.
550688  Under review. There are many requests; we ask for your continued patience.
553680  Under review. There are many requests; we ask for your continued patience.
554090  We’re looking into this.

• Some tickets will require extra time because they are very complicated. This applies especially to compromised accounts and certain access issues that may related to disputed ownership of the account. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums. We will not reinstate accounts found to be involved in these offenses. 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 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: 24 April 2014

538699 Resolved.
544144 Resolved.
545851 Resolved.
545986 Resolved.
546055 Resolved.
546055 Resolved.
546253 Resolved.
546320 Resolved.
546737 Resolved.
549085 Resolved.
557413 Resolved.
542151  Resolved.
543736  Resolved.
546294  Resolved.
547006  Resolved.
557221  Resolved.
560358  Resolved. (Thanks for telling your friend to not submit duplicate tickets. )
546893 Answered today.
549148  Answered today.
546256 Answered yesterday.
552786 Four tickets. Please do not submit multiple tickets. In the queue for account restoration.
537581  Have you friend contact Support with a new ticket from a completely different e-mail account. This was resolved on April 15th, but it appears he’s not getting our communications.
568653 If you do not have any characters, you can transfer about the 7-day cool-down period passes. BTW, this ticket is from today; it is not 3 days or older.
549567 In the queue for account restoration.
550421 In the queue for account restoration.
552598 In the queue for account restoration.
555946 In the queue for account restoration.
556774 In the queue for account restoration.
557095 In the queue for account restoration.
558257 In the queue for account restoration.
559640 In the queue for account restoration.
560308 In the queue for account restoration.
560828 In the queue for account restoration.
555884  In the queue for account restoration.
557040  In the queue for account restoration.
558940  In the queue for account restoration.
551155 Under review.
553384 Under review.
558665 Under review.
560681 Under review.
566252 Under review.
558049  Under review.
554090  Under review.
561063 Under review. Thank you for updating with new information.
549670 Under review. There are many requests; we ask for your continued patience.
550128 Under review. There are many requests; we ask for your continued patience.
556236 Under review. There are many requests; we ask for your continued patience.
549714  Under review. There are many requests; we ask for your continued patience.
550150  Under review. There are many requests; we ask for your continued patience.
550688  Under review. There are many requests; we ask for your continued patience.
553680  Under review. There are many requests; we ask for your continued patience.

Dead Smexy.1456:

Yup, it did take me over a week. I submitted on patch day, so you should be close! To Gaile, I think the auto-update system is a great idea. You should keep it in effect permanently. It’s always reassuring, even if only an automated message, to know that you haven’t been forgotten about.

I like it too, even though I know some people are irritated by the “auto-send” nature of the response. But with delays, I personally like to know things are moving along, that the company still knows I’m waiting, and so forth.

Thanks for the vote of confidence.

And yes, things are moving along, albeit not as swiftly as either our players or we would like! :-/

nuggant.8239:

I have done this and confirmed that my email account has not been compromised as I mentioned abobce care to expain how they got the info

I have no idea how your account was hacked. But it’s safe to say they did not get the information from us. How can I say that with such confidence? There are more than 3 million GW2 accounts. If there was a security breach, we’d see tens of thousands of tickets. There has not been an increase in hacked account tickets whatsoever; I verified that today. There has been an increase in the time that our agents require to answer tickets about the matter, so some people are concluding (falsely) that there’s some sort of issue, where in the past, compromised players were helped within hours and the matter never made it to the forums.

Some point to the forums to prove there’s a security issue. But if you see a “flood” of posts, you’re seeing a dozen. If there was a security issue, you’d see thousands.

I’m sorry you were hacked. But it’s not fair to conclude that “it’s on ArenaNet” when clearly, it is not. I strongly encourage you to read the Security Thread in its entirety to learn about this subject.

Before you’re able to delete a character you’re presented with a warning and you’re required to confirm the deletion by typing the name.

I ask that you not submit a request for this, as it is not something we’d be able to grant.

I am not sure that Customer Support should handle “do overs” like this. Wouldn’t that be like buying a car and then asking the dealership to repaint it because you decided you liked another color better?

I don’t intend to be mean or flippant, and I do understand you worked hard for the item. However, a change of mind isn’t truly a support issue and with the current high ticket volume I think the team should focus on actual issues instead of requests of this nature.

Seera.5916:

What you could do is make Twilight and then sell it. Use the gold to buy Incinerator.

That’s an excellent suggestion!

Lord Kuru.3685:

Most large email providers (definitely Google and Yahoo) allow you to see unalterable access logs. A quick google search will tell you how to find these. These logs are for account security and can’t be modified by a hacker.

• If you see a suspicious IP address in these logs, then your email likely has been compromised.
• If you don’t see a suspicious IP address and your email provider is someone as big as Google or Yahoo… make your own conclusion.

That is very helpful information. Thank you for posting that.

Dieallknow.1387:

ok my account was hacked! lost everything blah blah blah! I got a open ticket to get my account back but do i need to open another to roll it back? and how do i go about changing the email because i think yahoo is exposed or somthing! ty

Once you regain access, and after you have secured your computer and your e-mail account, please simply update your existing ticket and an agent will assist you.

Thank you for providing that quote, Ic. That answer is correct, so I’d ask that you not submit a ticket, for the team cannot assist with deleted skins. Thanks.

We really need to ask that you contact Customer Support about this. It’s not possible to answer such a question in the forums, but we can give you individual and personal attention via a support ticket.

Erik McKenzie.4682:

Logging in from Singapore but the authentication email shows that I am logging in from Hong Kong. My ISP has confirmed that my IP address is correct. Is this something I should be worried about?

With confirmation form your ISP — which you were very wise to obtain! — you should be just fine. You can force re-authentication authorization if you desire, but this is not uncommon. I sometimes show as “logging in” from a location 100 miles away. And one player in England, through his ISP’s use of various IP addresses, showed he was “logging in from England, Scotland, and Wales.”

Although this post may duplicate some information shared above, I want to post it here because it contains vital information related to account compromise incidents and e-mail accounts:

Account and E-mail Compromise Incidents

We are finding that nearly every time a game account is compromised, the e-mail account is also compromised. Many times, hackers are clever enough to mask their access to the e-mail account, rendering that illicit access invisible to the user. That is, the legitimate e-mail account holder is not even aware that the e-mail account is being accessed by a hacker.

But although we often are told “My e-mail is secure” we also frequently note that the account hacker has deleted authentication authorization requests related to the hacking location, or has deleted e-mailed receipts. The hacker hides his access by removing auth e-mails and steals the serial code and/or order number and deletes it so the legitimate owner no longer can find that vital info.

You can see this yourself when you read forum threads and the player says, “I cannot locate my receipt e-mail” or “I must have deleted my receipt.” Actually, in most cases that statement points to the e-mail account having been hacked, with the various “proofs of ownership” now being solely in the hands of the hacker (after being deleted so the owner can’t get to them). And, sadly, you see this when someone states “The only authentication e-mails are my own access points” but one or more additional authorization requests were sent but were deleted by the hacker.

Basically, even if someone believes his/her e-mail is secure, a hacker very often is in the account and is intercepting mails or authorizing access to the stolen account.

Specific questions to ask if your GW2 account has been compromised:

1. Do you have e-mail or mobile authentication? Great!
2. Are you using or have you every used your GW2 password anywhere else? That’s a recipe for disaster.
3. Are you using a unique e-mail account for GW2 only? That’s a very good idea.
4. Have you reset your e-mail password recently?
5. Do you have authentication on your e-mail account, where it verifies access to your e-mail account through a mobile device or an alternate e-mail account?

We will help you with your compromised account but if you were hacked after installing e-mail authentication, the consensus is that someone has access to your GW2 account credentials and your e-mail account.

Meep.1724:

Brother Grimm.5176:

nuggant.8239:

Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support

Support sends out an automated reply soon after you submit a request. If you did not get it, there is possibly some communication issue with your email and support (check your junk mail). Also, if you are unsure HOW you were hacked, it is possible that your EMAIL was hacked and allowed the hacker to change your password and unless you secured your email account, they STILL have access to it and could delete any support emails quickly so you don’t see them.

Just stating a possibility as I have always gotten relatively speedy responses from support (but I would not consider a 24 hour wait “awful support”, either).

Email hack is probably what caught me too… Had some support mails in my inbox (that I did manage to reply to) and after refreshing they were gone.
So that’s why I’m using my other mail to resolve this, and changed the pass on my gw2 mail. :I

Meep — you’re doing exactly the right thing. Stay clear of an e-mail account that have been or even may have been compromised!

More info here: https://forum-en.gw2archive.eu/forum/support/account/Hacked-account-48/first#post3952558

We are finding that nearly every time a game account is compromised, the e-mail account also is compromised. Many times, hackers are clever enough to mask their access to the e-mail account, rendering that illicit access invisible to the user. That is, the legitimate e-mail account holder is not even aware that the e-mail account is being accessed by a hacker.

But although we often are told “My e-mail is secure” we also frequently note that the account hacker has deleted authentication authorization requests related to the hacking location, or has deleted e-mailed receipts. The hacker hides his access by removing auth e-mails and steals the serial code and/or order number and deletes it so the legitimate owner no longer can find that vital info.

You can see this yourself when you read forum threads and the player says, “I cannot locate my receipt e-mail” or “I must have deleted my receipt.” Actually, in most cases that statement points to the e-mail account having been hacked, with the various “proofs of ownership” now being solely in the hands of the hacker (after being deleted so the owner can’t get to them). And, sadly, you see this when someone states “The only authentication e-mails are my own access points” but one or more additional authorization requests were sent but were deleted by the hacker.

Basically, even if someone believes his/her e-mail is secure, a hacker very often is in the account and is intercepting mails or authorizing access to the stolen account.

Specific questions to ask if your GW2 account has been compromised:

1. Do you have e-mail or mobile authentication? Great!
2. Are you using or have you every used your GW2 password anywhere else? That’s a recipe for disaster.
3. Are you using a unique e-mail account for GW2 only? That’s a very good idea.
4. Have you reset your e-mail password recently?
5. Do you have authentication on your e-mail account, where it verifies your access through a mobile device?

We will help you with your compromised account but I’ve been discussing these incidents for the last several hours, and if you were hacked after installing e-mail authentication, the consensus is that someone has access to your GW2 account credentials and your e-mail account.

nuggant.8239:

Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support

We do apologize for any delay that our players are experiencing in dealing with support issues. With a large influx of tickets related to the good-will refunds offered for duplicate items, things are very busy in SupportLand.

We believe that hacked accounts are a top priority and we are making them an even greater priority. If this means that someone’s refund is delayed a bit more, we are very sorry. However, we believe that players as a rule will be sympathetic to other players who have experienced an account compromise and that those waiting for less-critical issues will fully understand why we want to give those hacking victims our closest attention.

When I write “Thank you for understanding” I sincerely mean it. We do appreciate your patience and understanding, just as we do intend to focus on account access issues, including compromise incidents and account restorations. Please keep in mind that account restorations will add a few days to the entire process, but at the end, I believe you’ll be very happy with what CS is able to do for you!