Friend can log in-game but not website

#1 - May 14, 2014, 7:59 p.m.

About an hour ago my friend attempted to sign into the GW2 client but was prompted with an authentication, which was weird because the IP came from Massachusetts and not Ohio where he lives.

We thought about it and said “Well the ISP must have changed the IP” so we approved it, thus he was able to get into the game.

However, he is still unable to log in to the website because it prompts for an authorization, so he waits for an authentication e-mail. He gets the e-mail a few minutes later but then it prompts for yet another authorization.

Is this an issue that needs to be resolved through a ticket or is there a solution that can easily remedy this?

Gaile Gray

#2 - May 14, 2014, 8:59 p.m.

KMLin.7642:
About an hour ago my friend attempted to sign into the GW2 client but was prompted with an authentication, which was weird because the IP came from Massachusetts and not Ohio where he lives.

We thought about it and said “Well the ISP must have changed the IP” so we approved it, thus he was able to get into the game.

However, he is still unable to log in to the website because it prompts for an authorization, so he waits for an authentication e-mail. He gets the e-mail a few minutes later but then it prompts for yet another authorization.

Is this an issue that needs to be resolved through a ticket or is there a solution that can easily remedy this?

First, I’d never approve authentication requests from that distance.

Secondly, I’m concerned that his e-mail account is compromised. Has he changed all the passwords? Used only complex, unique passwords?

If he’s still concerned, it’s possible to change the user name to another e-mail account, but that will require a ticket to Support. If he needs help, have him get in touch, by all means!