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Guild Wars 2

Guild Wars 2 

General Discussion  » Thread For Discussion of Phishing Emails & Account Security Matters

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60 posts found


Joined: 7/26/03
Posts: 11863

9/01/12 1:45:39 PM#21

im a gw2 fan but i agree that the support for being hacked is lacking on ANETs part



this person describing in detail the support hes been given since he was hacked on Thursday


some players have been waiting for 3+ days with no anet support on acct retrieval


Novice Member

Joined: 4/04/10
Posts: 47

9/01/12 5:11:01 PM#22

Novice Member

Joined: 12/12/04
Posts: 31

9/01/12 7:13:19 PM#23
I sent my first support ticket tuesday and I finally got my account back a few minutes ago. Weeeeee, I can play tonight!
  User Deleted
9/01/12 7:27:47 PM#24
Here's a question: I've tried to figure out how to activate that email protection. Anet's instructions are vague (trie their account login page and the game launcher) nowhere have i seen t he option they speak of to turn on email authentications. Does anyone have any idea what they are talking about and how to turn this feature on?

Apprentice Member

Joined: 8/27/05
Posts: 366

I like airplane games.

9/01/12 9:12:04 PM#25
Is it realistic to expect people to have unique passwords for every website and game?  I can imagine extreme cases where a person will have to keep reuse the "forget password" feature to retrieve or reset their password because they can't remember it; so it ends up becoming an authentication through e-mail and/or security questions (which can also be easily forgotten  especially since they are case sensitive).  Sure, they all can be written down or digitally recorded, but how are you going to prevent those from being lost, or compromised?


Joined: 7/26/03
Posts: 11863

9/01/12 9:17:25 PM#26
Originally posted by itgrowls
Here's a question: I've tried to figure out how to activate that email protection. Anet's instructions are vague (trie their account login page and the game launcher) nowhere have i seen t he option they speak of to turn on email authentications. Does anyone have any idea what they are talking about and how to turn this feature on?

its been turned on by default

We now have email authentication turned on for all players with verified email addresses. With this feature, even if someone guesses your password, when he tries to login from a location that you've never logged in from before, you'll have an opportunity to approve or disapprove of the login through an email check.


Apprentice Member

Joined: 6/26/05
Posts: 195

9/01/12 9:19:48 PM#27
Originally posted by Nephaerius
I had a password reset attempt not from me within 5 minutes of launch.  I've since had at least one a day.  No success on their part.

same here...just delete email and everything OK

Tormented echoes of a fallen Eden
I longed for her beauty
Yet from dust, she returned
The dream, an enigma.... silent


Novice Member

Joined: 5/11/12
Posts: 491

9/01/12 10:12:12 PM#28

There is no limit on login attempts using the client or website.

People are being "brute forced" with bots since they can keep trying to login.


Big letters so you read this, it should be impossible with the new email authentication, but arenanet needs to see this.


Elite Member

Joined: 4/12/11
Posts: 4502

RIP City of Heroes!

9/01/12 10:20:16 PM#29

I highly recommend anytime you need to setup a password, you use this tool.


That way you will not be tempted to repeat passwords.



Joined: 3/03/12
Posts: 8389

9/01/12 10:25:40 PM#30
Originally posted by Nadia
Originally posted by itgrowls
Here's a question: I've tried to figure out how to activate that email protection. Anet's instructions are vague (trie their account login page and the game launcher) nowhere have i seen t he option they speak of to turn on email authentications. Does anyone have any idea what they are talking about and how to turn this feature on?

its been turned on by default

We now have email authentication turned on for all players with verified email addresses. With this feature, even if someone guesses your password, when he tries to login from a location that you've never logged in from before, you'll have an opportunity to approve or disapprove of the login through an email check.

Yeah about 5 hours too late for me.
J.O.B. Daggerfalls BEST Gank Crew


Apprentice Member

Joined: 8/01/11
Posts: 24

9/01/12 10:32:21 PM#31
Originally posted by Albred

This video sums it all up.

I was searching frantically, praying that he was just acting. There is a god.



Joined: 3/03/12
Posts: 8389

9/01/12 10:44:07 PM#32
Originally posted by vellucci
Originally posted by Albred

This video sums it all up.

I was searching frantically, praying that he was just acting. There is a god.

"When you have online accounts sometimes you have trouble with hackers, sometimes you have trouble with f*^king hackers! It's neeews! Well atleast it is to arenanett!"


lmfao yeah I feel like him.


Damn they got me.. grrr... let me give them a call and fix this.  NO F'n PHONE NUMBER!!!!!!  see above quote from video...
J.O.B. Daggerfalls BEST Gank Crew


Novice Member

Joined: 5/01/06
Posts: 2642

A sword is never a killer, it is a tool in the killer's hands.
- Seneca

9/01/12 10:50:02 PM#33
Even though getting your account compromised is not NCSoft's fault it would have made a lot of since to sell authenticators to their customers.

Hard Core Member

Joined: 1/04/05
Posts: 5297

9/01/12 10:59:39 PM#34
Originally posted by Xzen
Even though getting your account compromised is not NCSoft's fault it would have made a lot of since to sell authenticators to their customers.

Getting your account hacked may not be NCSoft's fault, but how they are handling it, is.

I've been a fan from Anet since the announcement of GW1, but their customer service hasn't gotten any better since the launch of GW1. When you do get helped, it tends to be pretty good, however they are SEVERELY lacking on both response times (some people have been waiting as much as a week just to hear an actual response), as well as communication (no online forums, problems with emails, no phone number, severely limited live chat times).

I like Anet, but they really need to step up their game in the customer service department if they expect to be a player in the AAA MMO market. It would be a shame to see them lose fans for something as stupid as not bothering to keep updated with their account security & support. They've made a great game, but it's built off of a solid community.

They're #1 priority right now should be with getting better communication to the players having issues, and fixing the mass amounts of bans handed out to players who were just innocently playing the game. I think it goes without saying that it puts an extremely BAD taste in someone's mouth when they just start to play a game that the put 60-150$ into, only to have their account banned within the first week for no good reason.

People have a right to be angry. The victims need to stop being blamed for this, and the focus should be more heavily on how to resolve this issue as soon as possible, rather than pointing fingers.

Btw, thanks China.


Hard Core Member

Joined: 1/06/08
Posts: 1090

9/01/12 11:54:32 PM#35
Originally posted by Xzen
Even though getting your account compromised is not NCSoft's fault it would have made a lot of since to sell authenticators to their customers.

Can you explain to me exactly how it's not NCSoft's fault when gaming companies like Blizzard and EA don't have nearly the amount of widespread account hacks that are occuring right now with GW2?  It seems a little disingenuous on ArenaNet's part to push the blame on its "careless customers' when Blizzard and EA didn't have nearly the massive hacking problem with those same customers.  It's MORE likely that NCSoft put together some third rate security system held together by chewing gum and string that could easily be hacked into.  I don't know if these apologists posting on these boards are NCSoft employees or just ignorant fanboys.


Novice Member

Joined: 3/29/11
Posts: 66

9/02/12 2:11:57 PM#36
It's always the user's fault because corp. are so rich and powerful and are un hackable duh just like sony when they got hacked that was the users fault..... wake up people anyone can be hacked and not even know it and if they even find out a business might not even say they been hacked if they don't think that "personal information" was leaked. I believe they have a problem on their end because someone hacked my GW1 account when GW2 released I didn't buy GW2 I played in BWE3 thats all i was gana buy it now im waiting. My GW1 password is ooolllldddd and it was the only account ever made with it and i haven't played it in a couple of years so i find it hard to believe that there is a trojan on my computer or they stole my pass/email combo from another game and its an insult that A-net even blames other game companies for their OWN accts being hacked. I love GW2 and it sucks that I'm probably waiting another month or 2 now to buy it until i feel this problem has ben sorted out completely. 

Novice Member

Joined: 10/13/07
Posts: 2167

9/03/12 12:20:38 PM#37

There are several ways to prevent your accounts from getting hacked.

Things that can get your accounts hacked are:
-surfing porn sites
-buying gold from goldsellers
-buying powerlevel service
-using the same login and/or password on forums and such elsewhere on the internet
-sharing accounts with someone else, yeah blame your little brother
... and so on.

Having your browser clear cookies on exit (and not accepting third-party cookies) and an anti-virus scanner run daily helps. There are cookie protector plugins for Chrome and Firefox that can keep the cookies you want/need (for banking, remembering page settings, logins, etc). Also use a noscript (java/flash disabler) plugin if you wish, but only if you go to alot of unfamiliar websites that you like to randomly click on in IRC or WoW or SWTOR forums.

I'm disappointed that ArenaNet didn't add security question and athenticators yet, or will they ever? And also a non-working email verification. I have never had any of my accounts hacked except for WoW's, of which I only played for 4 months back in 2006 and my WoW account was hacked in 2009 (just before they added merges) when I wasn't even playing it, reports said that there were inside jobs but I managed to have the WoW account permanently locked.


Novice Member

Joined: 10/20/06
Posts: 23

9/06/12 12:53:16 PM#38

I just want my account back. Been about 4 days since I recieved the email telling me that the email attached to my account was changed. I sent the petition right away to get things taken care of. I'm starting to think this problem may be bigger than they are telling us, if it is taking them up to a week to return people's accounts.


Wait... have they returned any accoutns yet ?



Joined: 7/26/03
Posts: 11863

9/06/12 3:31:28 PM#39
Originally posted by vonbose0
Wait... have they returned any accoutns yet ?

yes they have


GW2 Support forums are now available


info from the most recent update

Customer Support
Our customer support team is prioritizing hacked accounts and other blocking login issues over other types of support requests.
Hacked accounts - If you submit a support ticket for a hacked account, ensure it is properly prioritized by following update your existing ticket, clearly state that this is a hacked account ticket, and provide as much information as possible, including your account email address, your account display name or character names, and your 25-digit Guild Wars 2 serial code.
Info on Old/Unresolved Tickets

Our Customer Support Team is working diligently to resolve unanswered tickets.

In a previous Game Status Update, we suggested that players with an older, unresolved ticket about a hacked account or blocked login issue should submit a new ticket to get their issue correctly prioritized. However, in retrospect, that suggestion was an error. Players should not submit duplicate tickets, but should update their EXISTING ticket. This is a different procedure than we had messaged earlier, and we apologize for any confusion this may cause.

If you have submitted a ticket and have not received a response, please make certain that you have provided a clear and accurate description of the issue that you are facing. If you would like to update your ticket for clarity or to provide more identifying information, simply update in the Support interface or respond to the most recent emailed copy you received and include as much of this information as possible:

  • Your GW2 Username
  • Your serial code
  • A character name, if any
  • A detailed description of the issue that you’re experiencing
  • Any error code that you are getting

Please also make certain that you have closed out any additional tickets that you may have created about the same issue to expedite your response.

Thank you for your help!



Joined: 7/26/03
Posts: 11863

9/08/12 12:31:14 PM#40

Today, however, ArenaNet launched the self-help system for players to recover accounts. Players in need of resetting their passwords or turning off email authentication can do so at this webpage. These options are available if the player is unable to access his or her account due to an unwarranted intrusion. Using this self-help system is recommended if a player cannot otherwise get into his or her account.

This method requires an account name or email, the serial code associated with the account, and a character name. Once this information is entered, the account will be verified, and the player should be able to access his or her account again. Of course, if the account was maliciously attacked, there is no guarantee that characters, items, and gold will still be there. At this time, character reinstatement is not an option.


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