Beware! Account Hacked ANet Denies Help

#1 - May 6, 2014, 9:55 p.m.

Dear Community,

I have been playing GW2 since launch. Recently my account with all my gold, 8 characters, and items was compromised and everything was stolen. I not only put a host of hours into this game but also made in game purchases. I thought that everything would be alright though as ANet has a ticket for this and they can reroll your account… wrong! ANet reviewed all my information (correct information) and denied my request for help. They didn’t give a reason at all. I have spent a lot of money on this game to include gem purchases and ANet outright refuses to help me. I am saddened by this event and have responded again to ANet asking what I can do to prove my account was hacked. It looks quite clear to me. Beware of your accounts and please put an authenticator on them as I have now learned to do. If there is anyone out there that has had a similar situation, please help me! GW2 is one of my few scapegoats from a busy and unforgiving reality and I want to join my community again! Please help!

Sincerely,
Jacob

Gaile Gray

#2 - May 6, 2014, 10:05 p.m.

There are a few anomalies that need to be understood to move forward. However, I note an interesting an interesting addition your made to the ticket that could explain things a big more clearly, and that may account for the answer that you received.

Please don’t be cross with the team. We get approached every day (every hour!) by people who don’t own an account but who somehow gather sufficient information to try to “hack it” by getting Customer Support to give them access. We must be diligent about security, and I’m sure you understand and appreciate that.

I will ask for a review. If you have not heard in 72 hours, please post in the Tickets for Review thread above, as that is where I will be sure to see it.

Thanks for your patience.