Hacked account. No character reimbursement.

#1 - Oct. 24, 2012, 11:44 a.m.

I recently got hacked, or so I’m supposed to believe. According to the “hacker” whom I’ve actually managed to speak to this was all a blunder from arenanet concerning my serial code and account ID and someone elses (the hackers) account not working. I don’t know what’s happened, but in any case, I’ve lost all my characters and I’m now told that there’s no way to get them back. I find this unacceptable as I’ve spent countless hours on several different characters, leveling them up. I appologize for blaming anet for this, but the support I’ve gotten from arenanet has been terrible. There’s has to be something they can do regarding my beloved characters.

Gaile Gray

#2 - Oct. 24, 2012, 12:26 p.m.

First, we can only help if we can review the incident. What is your 12-digit ticket number?

Secondly, how have you spoken to the hacker? I’d like to pull those game logs to see that discussion. What you were told makes no sense at all, and I suspect that hackers are coming up with new, creative stories to tell their victims, but it’s worth a check to learn more.

Lastly, in the future we will be able to offer the ARS (Account Restoration Service) in relation to compromised accounts. That free service is not available yet, but we do know it’s very important to be able to offer this in the future, and its development is a priority.

Gaile Gray

#5 - Oct. 25, 2012, 11:24 a.m.

KeX.5761:
Here is my three 12 digit ticket numbers. If you want to know more about how I contacted the “hacker” please contact me further as I don’t want to discuss this in this public space.

[Incident: 121022-002730]
[Incident: 121023-002995]
[Incident: 121021-002709]

The Support Team is aware of this issue and will work directly with you.

Gaile Gray

#6 - Oct. 25, 2012, 11:26 a.m.

yaztromo.8457:
Gaile,

It really is a relief to hear that this tool will be implemented soon, but I still do not have my questions answered from other posts:

Who had the compromised account, 1 month ago, for example, may request to return to the point at which it was committed?

I quote again my case, I had my pre legendary item and other items / gold compromised by a hacker 1 month ago, since then I’ve been posting about this and wondering if it is possible to return before this sale? is this possible?

Account Restorations will be available from the date they go live forward. Restorations will need to be requested immediately. That is, once account access is returned to the legitimate account owner, s/he should ask for restoration right away, not days or weeks later.

It is not likely that we would be able to restore an account that was returned to the owner a month ago. However, each case will be reviewed individually, and you will be able to discuss your particular situation with a support agent.