Guild Wars 2

My ticket from the 1st of the month finally resolved today and my account is no longer banned due to being [supposedly] hacked.

my ticket coming up on 10 days, they said it was fixed earlier today but its still suspended.

I haven’t been able to log into the game longer then you’ve owned it.
my ticket is now 9 days old.
So good luck with that.

GaileGray.9587:

trb.7052:

aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.

Edited: Updated the team. You do the same on your ticket, please. Sorry!

Just FYI, still suspended.

Thanks, I did update the moment I found out.

aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

nvm now it works, must be some delay in it updating

Just now I get a message saying my password is changed and I can log in, great I think, but its not working.

posting here again since after nearly 9 days I still haven’t had any real help on my compromised account.

120901-013434
All the info is in the ticket.

I just can’t believe that its taking so long, I’ve posted in every thread here including this one already but apparently no CS has read my post and got some action moving on my ticket.

9 days, seriously…

am I going to get some complimentary gems or something on my account if it ever is fixed? I’d highly doubt it, I’ll just be expected to suck it up.

honestly, how many accounts have been banned? it must be tens of thousands to be taking this long.

It currently reads “compromised account”, is this why I’ve been waiting 8 days for any real help other then “Eddy” asking for account name, display name and serial code?

Cheiron the Centaur.1829:

Ensir.1457:

This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await

My ticket is running for 2 weeks now and still ticking

I don’t want to start a discussion in this thread, and yes, I know it’s frustrating to have to wait so long to be able to play the game again, but that response is ridiculous.
If you had been paying any attention to their daily updates, you’d know that they help more than 5000 people with login issues/hacked accounts every day. Those 30 are only the ones who posted in this thread who have a ticket that’s been open for (much) longer than 72 hours, and that have been helped since yesterday.

where is my help? my ticket is coming up on 9 days now since my account was supposedly hacked.

take it to the guildwars 2 sub-reddit where someone might care.
thats where most feedback is going.

This is the account support forum where people like me who haven’t been able to access their account for over a week are still waiting for CS to respond, yet you think that the account support team are going to take the time to read your whine that isn’t even in the right place?
you think that this is more important then all the real account issues that are stopping people playing the game?

Hopefully no official support person will waste their time reading this thread.

Ticket 120901-013434 [over a week old now].

My account is still suspended with no helpful contact with CS.

I’m fed up, I’m seeing people with newer tickets posting in this forum saying they’ve got their accounts back already, so where is the ticket prioritisation?

The same reason they sell the game here in Australia for AU$90 when the Australian dollar is worth more then the US dollar and its only US$60 or less to begin with.

These game companies love ripping people off where ever they can and then clearly don’t even provide enough support to get thousands of people unbanned weeks after it happened.

however, this is not an account issue.

Hellmood.2097:

Got my account back, waited for 5 days (Monday morning)

I’ve been waiting 8 days, how the hell are they prioritising these tickets?

At least I now feel a bit better, since I’ve only been getting asked for the same info repeatedly by Eddy and Chris.
Hope lance steers clear of my ticket.

Maybe Steve can help us?

My Email address for GW2 has been <word>.<word>@<ISPcompany name>, but for some reason your CS team is dropping the first <word> from my address.

Since that same email was my login and the email I used to contact CS I have no idea why they keep sending emails to the one I’ve never used in relation to GW2 ever.

also now I’ve been asked a second time for the same information in my ticket, but this time by “Chris”, last time it was “Eddy”.

I need some actual person to sort this mess out please, look at my ticket and see that I DO NOT USE the email address you are sending mails to.

Its just lucky I know the person who does use that address and they alerted me to it.

ticket 120901-013434.

mine was over a week ago and still not taken care of.

passion.5481:

Hacked Account

(How fu**** often do I have to post it here so it gets resolved?)

120907-003987

That ticket is from today, 120907 references the date ….

try having a ticket for more then a week like me and then we’ll have some sympathy.

looks like I’ll be spending another weekend with no GW2.

ticket 120901-013434 has so far had no love in either of the forum threads I’ve posted it in so far and has had no more CS action since “Response Eddy via Email 09/03/2012 06:15 PM” when “Eddy” asked me for my account info. [name, email, serial] which I’ve updated into the ticket.

All I want is someone to unban my account please, how hard can it be?

edit: also I don’t even know what it was my account supposedly did while compromised that broke the rules, no one has told me =/

Rhia.1465:

Any updates on my account? still no word from anyone.

Good luck, my ticket is 7 days old …

Still waiting for an update on ticket 120901-013434 please. [ideally I’d just like it unbanned, the email and password are all changed now by me, as per the ticket update I made]

I posted in the other thread days ago too but nothing has changed, My account is still banned [for the generic TOS/ROC breech] supposedly for being compromised.

I’ve updated the ticket with all the needed info.

Frustration level is through the roof.

anonymouse.9053:

I think you should be compensated for each day you don’t have access to your account, based on the monthly fee divided by the number of days per month.

Oh, wait…

Really though, compensation? While I do empathize with you and wouldn’t want to be in your shoes, if I was in your shoes I’d not be asking for compensation considering there is no monthly fee. I’d just be happy to get access.

In any case, I hope your situation is resolved soon.

What has a subscription got to do with it?
He paid $60-$100+ for a product that he’s not been able to use.
you’d “just feel happy to get access”?
like its some privelige or something free?

no, its a product/service and the vendor hasn’t provided despite being paid for the sale.

people like this should absolutely [particularly with week+ waiting times] get some small token of thanks for putting up with it instead of getting their money refunded.

something in-game like extra bank inventory space or something would totally be appropriate.

I couldn’t play last weekend [banned, as per message above] and I’m still banned now, wonder if it’ll be fixed before I don’t get to play this weekend too.

GaileGray.9587:

Are you guys seriously not getting any sort of explanation? No message of a reason? Because every message I see say a reason for the account closure.

this is all I got.

http://i.imgur.com/0n4ca.jpg

it give no details at all, its so generic.

CS changed the subject of my ticket [3-4 days ago] to “account compromised” so i guess thats what they think happened, but I’ve had no further action on my ticket in a few days now.

Dragonlord.6748:

That guy must really be naive, to think that just because lots of players get their accounts compromised, that it has to be a problem with Anet, is about as naive as you can get.

I have seen these kinds of unfounded statements made on the forums of other MMOs, they are usually made by people who are unable or unwilling to accept the fact that the problem is in fact on their end, and are just looking for a scapegoat

If it was the case that Anet had their system compromised they would be required to inform us of that.
And I have no reason to think that Anet has had any issues on their end in that regard.

I’ve never lost an account to ‘hackers’ since I started playing subscription online games in 1997.
I’ve had no authentication emails on the email address for gw2, I was logged in and playing just 30 mins before my account was banned, neither my email or password has been changed by someone else and the only inkling of it being hacked was my ticket subject was changed by CS from “perma-banned for unknown reason” to “compromised account”.
Even the perma-ban message on attempting to log in doesn’t indicate any hacking.

but you’re suggesting that suddenly my account gets hacked and its my fault?

I run dual firewalls [one on my PC and then at router level].
So unsolicited incoming connections are refused and any time a program wants to connect out I have to allow it.

so how did these ‘hackers’ get my password as well as apparently so many others in such a short time?

none of my other game accounts [all with different passwords mine you] were hacked.

not my starcraft 2 account, my rift account, my SWtoR account … just gw2…

So no, it certainly looks like the problem is not on my end and rather someone else’s security is lax.

guess I’ll go back to waiting for the 7th day to see if my account gets any attention from CS despite a ticket [with subject edited by CS], posting on their sub-reddit and posting in the thread on this forum.

Honestly there are only 300 replies in this thread so far, how hard is it to sort that out?

surely it should take 5 people less then 6 hours to get those tickets moving?

I know I’m already pretty frustrated at going on 6 days since being banned for no clear reason and no resolution in sight.
most of the people I was playing the game with are now lvl 30+ which is very annoying since until my mysterious ban we were doing the content together.
I’m really pretty well over GW2 completely, the only service I’ve ever had in a game worse then this was in the beginning of AOC where tickets would only be answered while u were online and if you weren’t online when they were answered CS would close the ticket.
thats a pretty low bar …

120901-013434

subject: “compromised account”

opened on the 1st.

I’ve had 1 reply asking for more info, which I’ve updated twice [made a new email just for gw2 in case old one is compromised].

I just want to be able to play.

Cheers.