Friend's account was hacked and banned.

#1 - May 5, 2014, 4:57 p.m.

A friend’s account was hacked on 05/02/2014. He discovered this because his character received WvW points when he wasn’t playing. He changed his password, both on his e-mail and on the game. Today, 05/05/2014, he tried to log into the game and received a message that his account had been banned due to botting, extended unattended play, using macros and such. He submitted a ticket to support and received this message:

After researching the provided information, we will not be able to assist you with accessing this account.

So, is there really nothing that can be done to recover his account?

Gaile Gray

#4 - May 5, 2014, 6:34 p.m.

First, have your friend update his ticket, not file a new one.
Second, have him ask the questions so he can understand what took place.
Lastly, he should not post in the forums until the ticket is at least 3 full days old. With the current heavy ticket load, it would be more realistic to expect that such a complex issue will take at least a week to review.