Account hacked, access restored but person still logged into my account

#1 - Nov. 5, 2012, 10:16 a.m.

Greetings,

I had received an e-mail about a month ago about someone trying to access my account from China. I changed my password and everything, but then last night I tried to log on for the first time in about a month because I’ve been too busy to game, and realized my account had been compromised. I changed the password (even though I didn’t have my product key because it was never e-mailed to me with my pre-order) through customer service with my credit card info, and I have the account. But the person has been logged in since 1 hour before they changed my password and is still on. I can’t disconnect them with the account management page so should I assume when they get off they won’t have my new password? I’m 99% positive my e-mail didn’t get hacked because my information is secure, no idea how my account was even accessed in China in the first place…

Also when I get it back I have a new Charr Mesmer character, thanks hacker

Gaile Gray

#2 - Nov. 5, 2012, 5:32 p.m.

You should contact Support by updating your ticket. They should be able to help.

Gaile Gray

#7 - Nov. 6, 2012, 10:45 a.m.

TimSlayer.3784:
Got the digital pre-order from Guild Wars 2.com

There is something very strange here, the first and only e-mail I received from Guild Wars 2 was the Shadow of the Mad King event e-mail. My account got compromised and they have it locked down, how can I even prove that I own it without the serial code? I wish I realized that I never received one earlier. Can I prove ownership by providing credit card information? I am 100% sure my e-mail is not compromised, I would think my paypal and other information would have been stolen if it were, not just my GW2 account. Something is going very bad at ncsoft security…

First, I merged forum posts as we don’t need two concurrent discussions about this same issue.

Secondly, those who purchase through buy.guildwars2.com will receive an email, although it may go to spam, junk, or be blocked by security before it even reaches you. (Obviously there is nothing we can do about that, with our regret.)

Please continue your discussion with Support. They will do their best to help you.