My Wifes account is being hacked -- Right Now!

#4 - Oct. 22, 2012, 3:10 p.m.

AV and Keylogger detection systems are sometimes not quite up to date. They’re great, but they don’t catch everything (because they are reactive and hackers can keep ahead of the detection game).

The account is closed pending review of your wife’s support ticket.

No matter what email address, the display name, character name(s), and serial code will not change. So please have your wife provide those in her ticket to Support.

#11 - Oct. 23, 2012, 3:29 p.m.

Klarick.1682:

Thanks Gaile for fixing the problem and for the very quick resolution. My wifes account is back to “Normal”.

Thank you again…

Very happy to hear that, Klarick. See you both in the game!

#12 - Oct. 23, 2012, 4:03 p.m.

Klarick.1682:

Hi Brian,

Thanks for the advice. Though, using the forum as a measurement of how many accounts have been hacked is not logical.

Although the number of issues reported via the forums is naturally smaller than the number of issues reported directly to support, the forums actually get a consistent proportion of our reports. It is perfectly logical to expect that if tens of thousands of people were being hacked every day that there would be more reports of it on the forums.

Klarick.1682:

ANet has sent thousands of emails encouraging people to change their password. I know this because ANet says so in this forum. There is a reason these mails were sent. Logic tells me that something has happened, on a very large scale, that prompted ANet to send those mailers out.

This isn’t quite accurate. We are not emailing people asking them to change their password; there is a small reminder that is visible when logging in to the game, but no emails to the best of my knowledge. The logic behind that reminder has been clearly explained here.

Simply put, we have security measures that are proven to help protect your account, and people with old or possibly compromised passwords are not protected by those measures. Changing your password will ensure that you’ve taken advantage of these features.

Klarick.1682:

I still believe they were hacked. All the big games: WoW and Rift to name two have been hacked. The likelyhood of ANet being hacked is high.

The likelihood is more or less irrelevant; the fact is that we have no evidence suggesting that our user data has been breached or compromised at this time. We would be absolutely up front with our players should this ever occur, and would emphatically not sneak around trying to cover it up with mysterious “please change your password” reminders or something similar ;-)

Klarick.1682:

What we need is an authenticator like: SWTOR, Rift, WoW, or pretty much every other MMO.

I believe this one has already been covered :-)