Guild Wars 2

As this moment, ANet does not have the tool to “rollback” or “restore” any characters or items.

Gaile did said when the tool is ready, they will ONLY do character rollback when the account is hacked/compromised. They will not restore items delete/destroy by players.

toker, do you use a brand new email account or pre-existing email account ? I have been playing since beta and I have yet to get a login attempt. I created a brand new email account just for Guild Wars 2 though.

Two things.
1. ANet do not have the tool to restore any items yet.
2. They stated character restoration service ( not item restore ) will only be used when the account is compromised. They will not do item restore if its player error.

Sorry about the bad news.

Wow…Leira, I am surprised your issue is still not solved. Did you ever get any follow ups from ANet ?

You will have to wait for a week. ANet do not transfer by individual requests. You can have your friend transfer to your server and try to transfer back together once the cool down is over ?

You post your ticket number in that thread for review.

Curious, did you get your key from official site directly ?

RMStrooper, if you already have a ticket open, I think the first thing you can do is check the ticket status and see if its updated to the new message. If its reflecting the new status, I would just follow up on the old ticket instead of making a new one.

Congratz Scruffy and thanks for sharing the good news.

Send a ticket https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2 and wait for support to help you is the only way.

You will need to file a ticket. See https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post285416 for details.

There are a few common reasons accounts are suspended. One is getting game key from unauthorized online vendor. If you bought your game from the official site or authorized retailer, another possibility is your account might be compromised.

Gaile Gray

ArenaNet Support Liaison

There is a plan to offer character names changes. It won’t be in right away, but in the future you will be able to purchase a name change in the Gem Store. Of all the name-change options, I believe this will be the first one that is developed.

The system is not out yet.

Sokonomi,

I really don’t think they are banning people because of those keyboards and mice

Triagon, I have G-15 keyboard and Naga. I also bind my autoruns ( I bound it to one of the tiny mouse button near Naga left click button ) and weapon switch ( I bound my weapon switch to mouse wheel click ). So far, I am still able to login normally and play.

I don’t think they ban macro keyboards. I use logitech G-series keyboard and so are many of my friends.

Drachdhar, contact support. Another thing you can check is your credit card, I know there are one poster’s family did a charge back on the purchase and the account was then suspended.

Hero Of Time. I can’t guess why your account is having issue. The only thing I can guess is maybe someone tried to access your account and it was blocked by ANet since you got your game from GameStop. Send a ticket if you have not done so. Only support can help you. Forum mod doesn’t do ingame support.

I asked Drachdhar because he said he just got the game and installed it then banned. It sounds like one of those case that happens with third party online seller key. That’s why I asked if he got it through official site or not. If he got his key from official site, then I have no clue either.

Drachdhar, where did you get your game key from ?

I don’t think you can “retrieve” it. If you buy it from GW2 site, you can try to contact support and ask them about it. If you got it from other retailer, contact them about it.

It makes sense there is no way to retrieve it through account. That way, hackers can’t claim they own the account via that route.

@Moatzard

https://forum-en.gw2archive.eu/forum/support/account/Authenticator-bug-Merged/page/2#post659417

In short, it didn’t ask you for code because you are logging in from an IP that is previous authorized. It will ask for the 6 digits code if its from another IP. It is a feature ANet is working on but released by accident.

MikeLewis from ANet has a detailed explanation in the post.

Buy the game directly from Anet is the best route. It will guarantee you get a code that is not stolen.

1. Keep the serial code email safe ( print out a copy if needed ), you need the code in the event when you need to prove you are the rightful owner.

2. Have your friend setup a brand new email and password for login ( I recommend gmail since you can add authenticator to the email account )

3. Once the GW2 account is setup, add the authenticator to it as well.

Also, if your server is always full, he might not be able to join you at your server at first. It might take a while for him to catch the server being high to allow the server transfer.

See MikeLewis’s post in this thread

https://forum-en.gw2archive.eu/forum/support/account/Authenticator-bug-Merged/first

Your authenticator is setup, it didn’t prompt you because you are on the IP you previous allowed.

@HERO

Currently, ANet do not have any tool to restore items. They are working on it and it will come soon. It will not be single item restoration, it will be a snapshot. Meaning, the whole character will be rolled back to the state it was in before hacked.

Here is the step to setup authenticator
https://forum-en.gw2archive.eu/forum/info/news/Beta-Feature-Mobile-Two-Factor-Authentication/first#post398418

I recommend writing down secret key and keep it safe somewhere since there is no way to recover it at the moment.

You shouldn’t need to use any other app while setting up the authenticator.
ANet use Google Authenticator for authentication. All you need to do is download the google authenticator to your phone, launch it, and scan the code ( or type it in manually, I found QR Code scanning not working for me sometimes ).
Once you type in/scan in the secret key, you should have a time based 6 digits code on your phone. Type in the 6 digits code back into the linking windows on your computer and you should be done.

If you bought it directly from ArenaNet, you probably can contact the support and they MIGHT be able to help you. If you got it through other vendors, try contacting them and see if they can help you out.

@Rune Jairusion

Directions here https://forum-en.gw2archive.eu/forum/info/news/Beta-Feature-Mobile-Two-Factor-Authentication/first#post398418

I agree. I would prefer the option to use the authenticator everytime I login. Although I can understand why some might want the option to skip that if they are logging in from the same IP.

That wasn’t the forum. It was on reddit when the game just launched and the forum wasn’t up yet.

They have not done it on forum because forum support here is separated from game support.

Yup. Some people on the forum asked the same question before.

If you have some old mails that are not from Arena, delete them. There are limits on how many mails you can have in the box ( The one from NPCs and ANet doesn’t count ). Once you clear the mailbox, they might show up.

Yes. If you get those emails, it means someone has your login/password. Change the password right away and if you don’t have authenticator. I strongly urge you to link it to your account.

I think you will have to do it on your own. If the server is full, you will have to wait till it’s open for transfer.

As for lost items, they don’t have the tool to restore them yet.

Submit a support ticket and they can help you.

Follow the directions in https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2 to sumbit a ticket and wait for support to help you.

I would probably opt for character with clean inventory. Although I think it would be nice to give the stripped character some BASIC level appropriate gears even if they are white gears with no vendor value. This way it will be easier for people who are hacked to get back in game instead of a naked character that can’t do a thing.

@Jaglavak

The feature wasn’t suppose to be enabled hence it is not included in the patch note.

@Thorn Weigraf

I highly doubt it’s due to AFK in game as well. I AFK quite often when I make dinner. I would play a few minutes and go afk and check on food then back to the game. It has never been a problem for me.

As for IPs, you really have to wait for support and see what they tell you.

Best of luck to you.

If your ticket is more than 3 days old, post your ticket number in https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/43#post637023

Do you get any error message ?

@The Turkish Wonder
It seems like your account was hacked and used to farm/sell gold. File a ticket and wait for support. Be patience since the ticket queue is 24-48 hours. With compromised account, it tends to take a bit longer since it will require thoroughly investigation before they release the account back to the owner.

I suppose you can always file a ticket to support. Although I don’t know about the refund policy if you already play the game more than a couple of months.

Thorn, do you live in Taiwan or China or both places ? I would think the IP detection will avoid the proximity of IPs. If you have not submitted a ticket yet, you should do it so the support can help you with it.

Type it in manually usually will work. I would also recommend writing down/printing out the code and keep it safe somewhere.

@hhhhhh

Submit a ticket and wait for support to help you. Be patience, ticket queue is 24-48 hours.

Thank you MikeLewis for the update. I am sure that makes a lot of us feel better with such timely update. I greatly appreciate it.

Thank you RamonDomke!

At least now we know it’s a bug. I hope ANet can patch it before any lose control of their account since email authentication is disabled with authenticator. Good luck everyone

While I appreciate moderator merged the thread, can we also get some sort of info on the situation ?

Is ANet informed of this issue ?
Is it a new feature ?
Is it a bug ? If so, is ANet doing anything at the moment to protect hacking ?

Can we get some direct info from ANet ?

Have you try to do it via paypal ?

I just tried it and it didn’t ask for the code either. I also couldn’t find anything on the patch note.