Friend's account compromised. No help yet.

#1 - Oct. 21, 2014, 5:49 p.m.

Hi there. I’m posting on behalf of my friend since his account was compromised and the email or password was changed, he has no access to the gw2 forums since he can’t log in but does have a mobile authenticator. My friend tried the account recovery system however after typing in all the necessary details it ended up with an “An error has occurred. Please contact support” despite him having the correct details (email, character name, serial number). He submitted a ticket 3 days ago however he has received no reply. His ticket number is 966320.

What options does he have other than waiting? He’s becoming anxious and depressed about this issue and fears that the hacker deleted all his valuables (he already had a roll back so he can’t receive another one).

Thanks!

GM Talon

#5 - Oct. 22, 2014, 1:43 p.m.

His ticket was escalated to me earlier this morning. I’ll reply to it after I finish my rounds here. =)

GM Talon

#7 - Oct. 22, 2014, 3:20 p.m.

That ticket was just filed earlier today, so it might be a bit before it receives a reply. We answer tickets in the order in which they are received and we are a bit backed up at the moment, so response times have been delayed. My apologies for the inconvenience.