Hey guys, just wanted to know…
What can Anet do for us after we’ve been hacked?
today I experienced my first hack, lost over 300 gold (if not 400) and a LOT of gear etc. etc.
Already updated my security as much as possible and sent a ticket. Now I wonder, what can/will be done about this?
any Anet staff can tell me what they can do… or a fellow hackee share their experience with the help provided by Anet?
So far still no response from the recovery department, or whatever it’s called.
Guess it takes a while then.. .bleh ><anyway, something I was wondering:
if my account is reset to a day before one of my characters’ birthday, will I get the gift back too?
As I fear I won’t get it back, expecting the gift giving stuff to be separate from an account, and on the real calendar, it’s birthday has already passed…
Hi Meep, sorry to hear about your predicament. Please feel free to add you ticket number to the following thread https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged and someone will take a further look.
Be warned that restorations take longer than most other support issues as our GM’s need to thoroughly investigate where everything has gone etc, just an FYI (as I see your worried about the Gift) we restore items rather than rollback your account, so your characters birthday dates will not change.
I hope this is of some comfort to you
So far still no response from the recovery department, or whatever it’s called.
Guess it takes a while then.. .bleh ><anyway, something I was wondering:
if my account is reset to a day before one of my characters’ birthday, will I get the gift back too?
As I fear I won’t get it back, expecting the gift giving stuff to be separate from an account, and on the real calendar, it’s birthday has already passed…
Hi Meep, sorry to hear about your predicament. Please feel free to add you ticket number to the following thread https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged and someone will take a further look.
Be warned that restorations take longer than most other support issues as our GM’s need to thoroughly investigate where everything has gone etc, just an FYI (as I see your worried about the Gift) we restore items rather than rollback your account, so your characters birthday dates will not change.
I hope this is of some comfort to you
Just to be sure, does that mean that any progress I make now on my characters won’t be reset? (such as money made, levels gained, achievements, pvp ranks etc.)
As I read before that the whole account goes back to an older snapshot… and now I understand that you just get your stuff back… I’m a little confused…
I did however post my ticket number in the thread you linked to. I’ll wait again, patiently.
Sorry reading back my post I can see why I managed to confuse you, the character is restored rather than the account being rolled back. Your character birth date doesn’t change and neither does that of the database server.
Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support
We do apologize for any delay that our players are experiencing in dealing with support issues. With a large influx of tickets related to the good-will refunds offered for duplicate items, things are very busy in SupportLand.
We believe that hacked accounts are a top priority and we are making them an even greater priority. If this means that someone’s refund is delayed a bit more, we are very sorry. However, we believe that players as a rule will be sympathetic to other players who have experienced an account compromise and that those waiting for less-critical issues will fully understand why we want to give those hacking victims our closest attention.
When I write “Thank you for understanding” I sincerely mean it. We do appreciate your patience and understanding, just as we do intend to focus on account access issues, including compromise incidents and account restorations. Please keep in mind that account restorations will add a few days to the entire process, but at the end, I believe you’ll be very happy with what CS is able to do for you!
Ive been waiting over 24 hours and have yet to get a response from anet this is just awful support
Support sends out an automated reply soon after you submit a request. If you did not get it, there is possibly some communication issue with your email and support (check your junk mail). Also, if you are unsure HOW you were hacked, it is possible that your EMAIL was hacked and allowed the hacker to change your password and unless you secured your email account, they STILL have access to it and could delete any support emails quickly so you don’t see them.
Just stating a possibility as I have always gotten relatively speedy responses from support (but I would not consider a 24 hour wait “awful support”, either).
Email hack is probably what caught me too… Had some support mails in my inbox (that I did manage to reply to) and after refreshing they were gone.
So that’s why I’m using my other mail to resolve this, and changed the pass on my gw2 mail. :I
Meep — you’re doing exactly the right thing. Stay clear of an e-mail account that have been or even may have been compromised!
More info here: https://forum-en.guildwars2.com/forum/support/account/Hacked-account-48/first#post3952558
