Guild Wars 2

Bluestone.7106:

I can’t give him a break since I can’t do anything about his situation.
Just because something unexpected happens Lunatic it does not mean it can be undone.
In the situation the OP describes it only seems like it will come down to learning a tough lesson and moving on, unfortunate yes but it is likely the reality he will have to face and hopefully learn from.

Yeah, no choice but to learn the hardway.

Bluestone.7106:

TheLunaticDawn.8049:

No one came and fixed mine…

Wait your turn lol. Perhaps your problem is more complex than you realise.

I have been waitting…

Bluestone.7106:

All I get from the OP post is that he should take more care with his passwords so that family members do not get into his account in the future.

Account restorations are only for actual hacked accounts and since the action was taken from your own home on your own laptop there is no way for you to prove it wasn’t you.

So my suggestion is that you learn from the experience and try be more careful with your passwords in the future. Family can do the stupidest things and leave you to deal with the aftermath sometimes.

And how can you be outraged at the lack of support? You got contact from support and they told you what the deal was. What you are “outraged” at is what the contact from support said.

Common give the person a break, clearly didnt know this would happen.

SeedsOfYggdrasil.6315:

I hope your account gets restored, as well as mine. My guild wars experience has been mostly great so far, until this. This makes me feel sick that someone can hack your account, steal your stuff, and might get away with the only person punished being you.

Whenever i get off of work, i sit down and login to GW 2. For some relaxing time, after feeding my pets and doing everything else, i really missed my happy times in the game..

SeedsOfYggdrasil.6315:

Hey there, here’s the real support ticket.

“121219-000861”

Sorry I got confused about that. Anyways, someone came by and removed all the unauthorized networks from my account. Thanks for that, by the way!

However, I submitted the ticket originally as a “Hacked Account” ticket from the Login Issues tab of support, and they made it sound like they thought that was my only problem. I’m REALLY running out of time for this christmas event, this is driving me NUTS.

No one came and fixed mine…

Waitting for Arena to restore my account, so im gonna bump this up.

Cushnahan.7058:

I am normally not the person to rant, but this, really. So I spent a quite large sum of money AND a long time (coming from a student who also works) on the game, lvling a single character to 80 and accumulating some items for use. Then I ‘dare’ go on an expedition from College (Marine archeology, very interesting) in which I FOR ONCE left my laptop at home.
I come back to see, oh my cousin has spent the time randomly making characters and deleting them as well as mine on MY account. So the first thing I do is complain on Forums (grin), then I make a support ticket explaining it all.
*I just came back from my holiday a few days ago and noticed that my account was compromised. However, my cousin admitted to have been the cause of this dilemma.

Not only did he delete my character, but also sent another ticket to you asking about restoration and rollback. (I have closed it now and hope it has not caused trouble for you.) However, I would like to have my character back and I believe the incident occurred after Dec. 01, so it should be possible to restore the data.

Since I don’t know which methods of verification you use, I can offer to attach a copy of my passport (with name and age which are the same as registered with the account). Unfortunately I also had to reinstall windows on my computer and thus my screenshots got lost as well. (I could also prove this I suppose.) I also still have the serial number (Which I am including in this mail).

Please let me know if you require further information and details on the matter at hand.*

The response was an automated E-mail and I felt like “huh”, so I answered to the ticket saying I still need their answer.
*As none of the steps in your automated response apply to my problem, here is some additional information. The deleting happened approximately about at the same time as the first ticket was created. (Dec 11)

Furthermore I want to explain that I never shared my account with anyone, but that my password might be easy to guess for family members as it (basically) is my birthday (slightly modified). I have been using it for a while in numerous different games, and never had any problem. It is also the same as my E-mail and Support password. I find that easier because at times I find it hard to remember things and normally take my laptop with me on travels too, only this time I failed to do so.

Hoping for a soon answer, because I would very much like to participate in the Christmas event.*

And after this I get a response from Anet (finally) saying:
After reviewing the game logs, I was unable to determine that the account was accessed by an unauthorized individual. As a result we will be unable to offer any restoration for this incident. In the future, I suggest that you not share your account information with friends or family.

Alright, I am really angry and very disappointed by ANET now, because apparently the Tech did not even read my ticket. I stated clearly, that I did not share just that the password is easy to guess.

And how am I supposed to prove ‘unauthorized access’ if it’s been done from MY laptop with MY connection? Excuse me, I do have extended family who live with me. Oh my God?

I can’t probably spend another four weeks trying to lvl a character to 80, never mind all the items and gold I collected. Very disappointed and still hoping that Anet will see sense.

Grateful for any suggestions you might have. :/

All i got to say is be patient, i’m also waitting for an action to my problem. Their kinda slow/tied up with things, but be patient and hope for the best i suppose..

Then i am qualified for a restoration! Since mine happened on Dec 17th.

I cant start a lowbie, cause i was saving my Gems (Which it was stolen) is all gone now. So i cant buy another character slot. And Titan it’s all ok.

Bluestone.7106:

TheLunaticDawn.8049:

But the long wait means i’ll be missing the winterfest event…

I am sure you’ll live. It is only a game event.

Game event is the funnest with friends, since i cant play till the restoration. All my progress before the restoration will be gone.. So no point playing till the account is restored.

Titan Cronus.9216:

I just got a reply:

Hello,

After researching the provided information, we will not be able to assist you with accessing this account. Any further replies or messages in regards to this account may be closed without a response.

Regards,

*******
Account Support Team

I know this sounds pathetic but I almost feel like crying. I have put so time and love into this game. What do I do now, just start over? Have they basicly said, 100% not helping you now please be on yourway?

I was fearing this, everything gone. And Arena not helping… Youtube already warned people about this but im not giving up, im still hoping to get my stuff back. But the long wait means i’ll be missing the winterfest event…

hoangflaoxtaf.9418:

hi Lady, it’s needles here. imo, breaking 1 password is possible but with the email authentication in use now, all i can think of is the hacker has bugs in Arenanet server. with my friend account hacked and bots flying around every mining spots, Anet, i’m losing my trust in you. I was quickly enough to add several bots in my friend list (their name really long and difficult to remember so that reduce the chance anyone report them) and i see them warp around every map to collect materials, go to trade post to collect gold….etc i report them every day, and every day i see them got online continue that souless daily routine, but my friend here, a nice player, can’t play at all, and do nothing but a little chat because she has to wait for that roll back which will destroy all her advancement if she play the game now. this really sucks Anet. we don’t want a game filled with souless bots. i’m afraid of the day all my friends (even me) got hacked and become a mining machine flying around map =_=. do something, use hack shield, use double check secret question, use 10 steps log in process, ANYTHING. and give me my friend back in the game.

Thank you. I really want to get back in the game, i waited and waited for a response. But all i get is nothing about the rollback, please please fix my account. And i’m not the only one suffering from this hacking issue, countless others aswell.

blnylund.1829:

Same thing for me as well sounds like a bunch of accounts got compromised. I was working with support and got an email back very quickly but since I gave them more information I haven’t heared anything in a while. Hopefully they are just busy and they are still working on it. Hopefully we’ll all have our accounts back for when we have time off for christmas.

I’m hoping for the best for all of us.

Be patient, i have the same problem as you or almost identical. Hope they fix all of us.

Aspen Tie.5084:

I don’t think it is possible to change it… or at least i was unaware as to how

There has been reports of hackers changing emails and display names, so they can uproot you as the owner and make themselfs the owner of your account.

Aspen Tie.5084:

I noticed my display name was changed. I don’t care why, just want to make sure ANet did it, so i can sleep better at night.

It’s probably not Arena that did that..

Gaile Gray.6028:

I just spoke with the CS Team Manager, and he confirmed we have people on deck for every day of the holidays. (Well, ok, I’m not sure about Christmas Day itself, but every other day for sure.) We will do our very best to get you back on your compromised account, or do resolve any other issues, as promptly as we can.

Please do, cause the complaints will just mount higher and higher.

Skinbar.9476:

I have not attempted to play in awhile and as I download the client again, it says my account has been terminated for tampering with the game, this action is permanent. Am I going to be unable to play the game when the client finishes downloading cause I cannot login?

Your account might have been hacked, and used to Spam or Bot in by a hacker. File a ticket quickly.

Waytodawn.8624:

Agreed, this hack has ruined my christmas. I have put so much effort and time into this game its just saddening that this has even happened.

Arena needs to help us, as costumers since we did pay to get the game. And alot of us spend real life money to buy premium items and gems, we deserve the privilage of being helped. Specialy its christmas time.

Christmas is just around the Corner, Arena knows this. Probably the best christmas gift they will ever give to us. Is to fix our accounts.

I just recently filed a new Ticket for an Account Restoration “121219-003108” hopefuly they can restore my account before i miss out on all the fun in GW 2.

SeedsOfYggdrasil.6315:

Yeah, it looks like someone just bought themselves some gifts.

I just logged in for the first time since the fractals event last night, and found myself miles away from where I logged out last. I was in fireheart rise with an inventory full of junk, missing all my unique dungeon armor and my Ancient Karka Shell and more. They apparently left me 1g50s in my inventory so I could teleport out and check that, yes, they also cleaned out my personal bank.

This included some runes I was saving, ectoplasm, extra exotics, rare mats, and at least one rare shoulder skin I got from opening a black lion chest using real money.

I wanted to play the christmas event, but this whole affair has left me feeling like garbage. Is there any way that my stuff can be returned to me?

I went to the “Login Issues” in the Guild Wars support section, and filed the ticket “10548488” and would like to play with my brother as soon as possible! Thanks!

EDIT: Also, I just realized there are 3 “Authorized” locations in Korea and China that I can’t unauthorize. Can someone help me with that?

I have the same problem as you, when i logged in all my stuff was stolen/destroyed/sold, sad part is my Gems and Gold is all gone. I filed my own ticket also “121217-002070” Been waitting for a day now and a few hours, i have 2 locations that are from China. I hope yours gets fixed also, cause its Christmas time and i know how you feel losing everything you got.

Titan Cronus.9216:

Nah fella, you just need a little patience bro.
I just got hacked yeaserday too, for the second time. Im not sure how long it takes but im sure you’ll get a rollback. Think I saw Gaile Gray say it could take up to a few days though.

At least we have a chance to get a rollback now, last time I got hacked, i lost everything and had to start over from scratch.

Good luck bro and hang in there.

It still isnt good enough, a few days im out of the game. The more stressed i am, this game gives me relief from Real Life stress and problems… And i cant have that relaxation anymore… Only Pain and Agony…

So i guess i can say goodbye to all my stuff, even the gems i had… Sigh…

Vincent Von Demetri.1450:

It seems like there is definitely a need for it, it’d give players an additional level of control over their account security. Hopefully the feature is already there, and if it isn’t, maybe the team should consider adding it as a feature?

Yup, we need to have this option. Or else they will just walts in, when you get new stuff and steal them again. This ability is a good option to have.

Lordryux.9785:

problem is no one commented on my posts for a whole day so really no advice at all. but still u need to understand im not the only person with this problem thier is alot of people with it so my client was fine before the last 2 patches ever since ive gotten those 2 patches it has been crashing constantly for no reason at all. i really dont see how that is my computer. in all support was wrong as in saying my computer isnt compatable and thiers nothing i can do but buy a new computer so how can i be playing before these last 2 patches fine and my game is running smooth as a babys bottom x.x

Have you tried restarting your Router/Modem? Or using the command ipconfig /flushdns? thats for the DOS prompt btw.

Vincent Von Demetri.1450:

So, first off let me state that last night I had a log-in attempt from an unauthorized network in China and thankfully the system implemented by ArenaNet prevented the hacker from getting into my account and robbing me blind. I couldn’t be more relieved that the email authentication worked exactly as I had hoped and prevented the breach. However, this put me on my toes, as I have never shared this password with anyone and have kept my PC free of any sorts of keyloggers or unauthorized software. So, I decided to beef up my account security and download the mobile authentication as an additional security measure. When I went to go look at my security page, I noticed something strange, an authorized network in California. My first thought was, well maybe this was when I was playing on a tethered network with my brother in law, but I am not entirely certain.

In short, my question is:
Is there a way to remove networks from the “Authorized Networks” listing in Account Security?

I want a solution for that cause i have the same problem, when i clearly didnt authorized any network thats in China also. Would help everyone if we can find out how to block access from this networks we didnt obviously allow.

tnarrant.9714:

When I tried to login from a second location, it sent an email to authorize that location but when I tried that (clicking on the link in the email, etc.) I got an error that it had failed. This happened even when pasting that link in different browsers. So I submitted a ticket but their response was just instructions on how to turn off account security, which implies that their authorization system does not work so they just provide a workaround, but they didn’t say anything about the system being broken.

Why even send those emails if they don’t work? Or if they are supposed to work, why did my ticket only get a workaround response instead of assuring me they are looking into and trying to fix the problem?

Their probably fixing that problem, but getting tied up with fixing other things along with it. So be patient i guess.

Bumping this up to wait for progress.

Gwaiyn.4395:

well, yup, in a popular game like guild wars, there’s always going to be people looking for ways to make money by hacking and selling what they can aquire

you can actually read an expanded explanation of what i just said on guild wars 2’s on website here

https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

and then some security tips on how to keep your account secure here

https://www.guildwars2.com/en/news/tips-for-keeping-your-guild-wars-2-account-secure/

I already took way more precaution now, changed my emails password and my GW 2 password. And i never click the links that i see on my email coming from untrusted mails, since MSN has a filter that blocks suspicious emails.

Gwaiyn.4395:

i think it might help if i explained how some of these hackings work

sometimes, the databases of major companies or completely unrelated sites gets compromised, we’ve seen an example of this two years ago when sony was hacked

these hackers then store the username/password combination for use later when users least expect it, such as when guild wars 2 launched

they then try out as many combinations as possible and when one combination works, they rip out what they can from the characters they manage to hack

on the user’s side, it looks like it was anet’s fault, the user never signed up for fansites, has a “hard to crack” password, and a good virus anti-virus software

the problem here isn’t that the user logged on to some shady website or got a keylogger, it’s that the hacker already knew their username/password combination from a database they hacked a long time ago

That worries me alot, specialy in a game like GW 2 were you spend real money on…

My password is hard to crack, i never signed up for any Fansites. My username and pass is diffrent on my older games, and i never download 3rd party programs. Whats the point? Id rather enjoy the game. I have a anti virus so im pretty much setup for protection.

Gwaiyn.4395:

i think it might help if you posted what the problem was too if you can

were you hacked?

were you affected by some glitch or bug preventing you from playing?

was it something related to an item or character?

etc

also, try asking other players if they can help you in the account issues/ tech support section

Already filed a ticket. All my items were either Stolen/Sold/Destroyed, even the good stuff i got on my 80 Elemental is all gone. Not to mention my gems and my Gold. The guild i used to be in kicked me out cause of the hacker, stealing the guild funds. I cant play the game cause i want my stuff back…

Ive waitted for a day now for my account to be fixed, i cant play and do the event. Cause if they do a rollback i’ll just lose everything i get, i wish you all a nice winterday event… I wan’t my account fixed. :/

robinsiebler.3801:

You can. The launcher lets you do it. You can even use ASCII chars in the game. Some chars you can type in via NumPad and others you have to paste in from Char Map.

This message was brought to you by a Kitten with a Keyboard

Thank you very much for this information.

robinsiebler.3801:

How? I use the max password length, a password that is randomly generated and contains extended ASCII chars. I have never been hacked.

This message was brought to you by a Kitten with a Keyboard

You can use Ascii chars for a password? Most games wouldnt let you do that.

robinsiebler.3801:

TheLunaticDawn.8049:

Rannug.2731:

..very annoying to have to enter a password every time I open my inventory.. Not gonna happen…

So you rather have everything you worked hard for stolen?

I will never have anything stolen, because I am not an idiot. I have a secure password.

I have a secure password also, and yet they walts in and destroyed/sold/stole all my things just like that.

If its a clear exploit you can get banned for 72hrs, or you can destroy the things you got from the Exploit (Assuming its one) and the Gold you got from it.

Rannug.2731:

anet has already some good security features like the one when you log on from a different IP, it will send an authentication email to the owners email address.
I had this happen once, someone from a foreign country tried to log on.. I disallowed it and changed my password.

I recieved no notification of the 2 hackers trying to log into my account, so what does that mean?

Rannug.2731:

..very annoying to have to enter a password every time I open my inventory.. Not gonna happen…

So you rather have everything you worked hard for stolen?

Bluestone.7106:

TheLunaticDawn.8049:

Security is getting to be the biggest issue this game has. Sighs

The game (GW2/ArenaNet) doesn’t have any security problems, its the customers that are being compromised.

Ive done research on my spare time not being on GW 2, and alot of the cases including mine. They bypassed the authentication 100% totaly, and i never signed up for a GW 1 or 2 fansite of any short. So theres a few reason how this happened.

1. Sharing personal information.
2. Downloading software from a 3rd party.
3. Not careful with passwords.
4. Account sharing.

All of this doesn’t apply to me, so what do you think is wrong?

Bumping up this post.

Just keeping this post alive so it wont be burried and forgoten.

I hope they get to mine like to yours, i really want my stuff back.

Security is getting to be the biggest issue this game has. Sighs

Ben K.6238:

The only way a hacker is going to have any idea which accounts are guild leaders is if they’re in your guild. Barring that, guild leaders can’t be specifically targetted, but they should certainly put more emphasis on proper security measures.

I agree with you on that.

Dondarrion.2748:

Arena.net, are you aware that guild lords and commanders are generally targeted by account hackers?
Like the example above, my guild’s guild lord on Seafarer’s Rest got hacked and the hacker emptied his own bank, the guild bank and even went so far to destroy stuff like his dungeon tokens, etc… pure sabotage. Of course, you’ve got character roll-back, but what about our guild’s assets that got robbed?

There’s a log even so you would be able to see all that got withdrawn, which would simplify restoration of stolen items. Our guild/server is in contention for top spot in EU in WvW and to have our guild bank robbed is a quite serious set-back.

I’m no guild lord in this guild, just a concerned guildie about why Anet don’t have these(restoration/backup/roll-back/log) things in place when clearly account theft/hacking is a big issue in most MMOs these days.

Theres logs to almost anything we do ingame, i guess we have to “Wait”.

Keeping this post alive so Arena will consider this option.

Tried reseting your router/modem?

Gaile Gray.6028:

We are not able to offer replacement of stolen guild items. Account restorations are simply that: they restore an individual account to its previous state. The ability to restore a shared feature, such as the guild bank, is completely outside the functionality of the process of restoring an individual account.

We are looking into the possibility of having such a feature in the future, but it is not something that we can offer at this time.

How about adding a new feature that only the leaders can withdaw things from the Guild Bank? Also a PIN system? I know im asking for alot of things, cause i really love this game. I want my account fixed so i can enjoy it more, but im stuck waitting. After work i wait, i stand up and do my daily chores then i wait, i cant stand this anymore. Cause i enjoy the game so much, i miss my friends…