Keep getting hacked! WHY?

#1 - June 9, 2014, 9:29 p.m.

So my friend was hacked most likely from his email was rolled back email and passwords changed then got hacked again, and was rolled back as it was the same hacker, email and passwords changed again. He did everything that was asked of him then he got hacked again and was told he had been rolled back already and there was nothing else they could do.

ok so here r a couple of problems with this

when he was hacked the 1st 2 times he asked if hacker has his key code if they will still b able to get in to his game(this question was NEVER answered from any of the mods who replied to these tickets) and if so could he get another key or not(this was never answered either)

#2-now with the 1st 2 questions unanswered passwords and emails changed 3Xs comp completely scanned ect he asked how they r still getting in and received no answer to that either

when on the 3rd time he was hacked he was told he had been rolled already and there was nothing to b done, but they rolled him forward to the time right after he had been hacked the 1st time why would Anet do this? makes no sense.

now his account is suspended again and all these questions r still unanswered im writing this because my friend is fed up understandably so and im worried for my account and those of my guilds, as a guild leader this is very disturbing and disappointing as the response was unhelpful to say the least. GM Khaos was very helpful but still neglected to answer the questions and the other mod seemed not to care that this was the same issue and didn’t answer the questions either but took the time to roll him forward WTF?

these hacking issues need to b dealt with in a better way as it seems to me that they r not getting fixed properly. oh and btw funny how on the day of china release this hack problem happened to him after over a year of no issues.

SO HOW ABOUT SOME ANSWERS TO THE QUESTIONS POSTED ABOVE PLZ thx.

Gigi…

Gaile Gray

#7 - June 10, 2014, 4:32 p.m.

I just want to be sure to say that there is a really good reason that it can take a while to sort out issues of this sort. The reason is that we want to use every possible measure to ensure that we are helping the real account owner and not a hacker, and that we are not allowing our processes to be used against any player. So security best practices drives the information we seek, even info that you don’t feel is critical, or which makes you really have to stop and think to be able to answer.

The serial code is not the be-all and end-all of account security, although it’s very helpful! But we are well aware that a hacked e-mail account can result in a hacker getting access to that code. For that reason, we have a lot of means of identifying a person and we use more than any single means to make sure that the person writing is the legitimate account holder. When we make those checks, we’re then able to help that person do all s/he can do to secure the computer and the related accounts.