I was in fractal 30 and kicked out of game then told I was banned for inexcusable behavior. I am pretty much the sweetest sweet heart in that game. Sometimes i voice my opinion but never am I inappropriate about it.
It says something about an exploit which is impossible because I know not one exploit unless you consider cof path 1 speed run exploit which is really unfair…
We closed a serious but not-widespread exploit, and banned those accounts that performed it and those that received or stored the wealth they generated.
While performing the bans, we made a mistake and additionally banned some unrelated accounts. We identified the mistake and unbanned those accounts.
For those still banned, if you wish to appeal, you may submit a support ticket and the team will examine your case.
My account was preordered and never touched because my computer couldn’t run it. I finally get a new computer, find out my account’s been hacked, spend three days with customer service to retrieve it, try to log in to find that the account was suspended due to suspicious activity, spent another two days with customer service to get it unsuspended, and now this. I seriously haven’t even gotten to play yet. Yes, my account was hacked, so it’s possible that the gold spammer who hacked the account used an exploit. HOWEVER, I’ve consulted support about the hack, and I should NOT be held responsible for YOUR COMPANY’s security flaws.
I would greatly appreciate if you would review my ticket. I do not want to spend three more days waiting to use the product I payed for ages ago.
#130418-000521
Wow, that’s a lot of stuff going on! You can be sure that the team will give your ticket careful attention. If someone misused your account, that will be clear in the game logs, so hold tight and this’ll get sorted soon. (And I hope your luck is considerably better in the future!)
My account was preordered and never touched because my computer couldn’t run it. I finally get a new computer, find out my account’s been hacked, spend three days with customer service to retrieve it, try to log in to find that the account was suspended due to suspicious activity, spent another two days with customer service to get it unsuspended, and now this. I seriously haven’t even gotten to play yet. Yes, my account was hacked, so it’s possible that the gold spammer who hacked the account used an exploit. HOWEVER, I’ve consulted support about the hack, and I should NOT be held responsible for YOUR COMPANY’s security flaws.
I would greatly appreciate if you would review my ticket. I do not want to spend three more days waiting to use the product I payed for ages ago.
#130418-000521
If Anet had security flaws, dont you think there would be alot more that got hacked and not just you. Sounds like you went to a bad web site, thats your security flaws.
My security flaws? I don’t think so.
http://www.nbcnews.com/technology/ingame/thousands-guild-wars-2-accounts-hacked-985019
Try again.
That was posted 222 days ago when the game was new and people were using the same credentials that they used everywhere. same emailmand game account pswds
Correct. Thank you for pointing that out. Further, the issue dealt with today was related to exploitation, not security.
Automated banning system? Check out this Automated Support system
I put in a ticket as soon as I noticed I got banned. About 20 minutes later I was unbanned, probably when Gaile first posted in this thread.
I totally forgot about closing my ticket
I check today and there’s a automated-response from NCSOFT asking me to verify my purchase with proof blah blah before they can assist further, all the while I am not even banned anymore.
I would love that ticket number. Obviously, we could use it to train folks to answer better. 
Just speaking to my guildie about this right now and we’re both feeling very uncomfortable with this situation. Not knowing what’s going on and why people were banned in the first place just leaves the rest of us in the dark leading to the point where you don’t know what you can and can’t do. For now, we’re thinking to just stick with dailies and dungeon runs.
Would farming a very profitable place be considered an exploit? Or grinding the same area for hours just because you CAN be considered “botting”? I am personally putting down a lot of time grinding for my first legendary, so how am I now supposed to feel safe about doing just what the game offers me?
I understand that you and other player are expressing concerns about this. I want to put your mind at ease.
Btw, is the support 24/7 or otherwise? Just curious..
Yes. Appeals can take a bit longer than other issues, because there’s a pretty intense level of research involved. But we have team members active 24/7/365.
Those of you whose account was terminated should first verify that the account was not reinstated. If that is the case, and if you wish to appeal, you should submit a ticket. There’s really no point in posting about this in the forums; the team will answer you as quickly as possible. If you find you still need help after three days—and I must emphasize that it’s highly unlikely that you will wait that long!—feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.
I’d like to add some detail to what Gaile wrote above.
It was not possible to perform this exploit with an unmodified game client. Those who performed it knew exactly what they were doing.
As a normal player of the game, you shouldn’t have to worry that you might get banned for doing something that you didn’t think was wrong. We know it’s a very serious action to ban an account, and we don’t want to take that action arbitrarily or subjectively. Our goal is to only ban when we’re sure that the account maliciously participated in the exploit, or was used for muling or distributing the proceeds.
In this case we made a mistake and banned some unrelated accounts. It was human error, and we apologize. We unbanned most of them in a batch last night. But, upon reviewing appeals, we can see that we missed some, so we’re going through and unbanning those too.
We review appeals thoroughly. Anyone who believes he or she was unfairly banned only has to write to us to get a clear answer.
~ MO
- If someone is banned (account terminated) or even suspended, they can appeal and the team will review the situation yet again.
We review appeals thoroughly. Anyone who believes he or she was unfairly banned only has to write to us to get a clear answer.
~ MOIm not buying this my gfs account was banned and or broken some how and the only response we get is:
http://i.imgur.com/bsb83Po.png
and this is unacceptable IMO wont tell us why or what is going on and when we TRY they just auto close tickets.
Ticket: 130417-000161
I’m looking into this now.
Update: There’s some question about the ownership of the account, and that is why the answer that was provided was chosen. However, that concern can be easily addressed if she follows the instructions in the update that my team member is sending over in the next few minutes.
- If someone is banned (account terminated) or even suspended, they can appeal and the team will review the situation yet again.
We review appeals thoroughly. Anyone who believes he or she was unfairly banned only has to write to us to get a clear answer.
~ MOIm not buying this my gfs account was banned and or broken some how and the only response we get is:
http://i.imgur.com/bsb83Po.png
and this is unacceptable IMO wont tell us why or what is going on and when we TRY they just auto close tickets.
Ticket: 130417-000161I’m looking into this now.
Update: There’s some question about the ownership of the account, and that is why the answer that was provided was chosen. However, that concern can be easily addressed if she follows the instructions in the update that my team member is sending over in the next few minutes.
I believe what we ran into here was an agent being extra cautious about the account ownership. The agent believed that we might have been hearing from a would-be thief who was trying to steal the account, rather than the account owner herself. Given the nature of would-be account thieves, this is something we deal with daily, and something we are (naturally) conservative about handling, to make sure we are giving the account access rights back to the proper person. Upon another review by one of my team members, the account was reinstated and account access information sent over.
We apologize for this error and hope that knowing the reasoning behind it — careful protection of legitimate account owners — will somewhat mitigate the inconvenience of being out of the game for a short while. Thanks for understanding!
