Guild Wars Support - Guild Wars Forums

Baels9 · Mar 16, 2011, 02:21 AM // 02:21

So. As the 6th anniversary of GW approaches, I've played since day 1. 50/50 HoM (and all that goes along with it.. obby, the weapons etc) A few days ago I find that I've been hacked by gold sellers and they've stripped well, everything. Near 6 years of work, gone. After recovering my account, Guild Wars support tells me:

"While I would like to replace your items, the Guild Wars Support Team does not have the capability to replace characters or items, whether they are lost through the actions of unfriendly players, deletion accidents, or through other means."

So, what does the Guild Wars support team have the power to do? I guess my question is, does anyone know the reason they're (I guess Ncsoft..) are unable to restore items in Guild Wars, yet can in other games such as Aion? Is it because of the way the game is designed? That is all I can think of.

Oh, and a little tidbit. When I was hacked, they changed my gw account password, meaning they had access to my NCsoft acc. I didn't get an email notice when they changed my password... the hell?

Star_Jewel · Mar 16, 2011, 02:50 AM // 02:50

Your thread's probably gonna get locked -- don't take it personally, it's just GWG policy.

To answer your question, Support doesn't restore lost items for two main reasons:
#1. They can't take away your items if they were sold to someone else -- that would be unfair to the person who legitimately bought your items, not knowing it was stolen merchandise. They'd likely have to do a lot of reverse trades, which would be a real mess (I honestly don't know how far they even track trades).
#2. They can't just spawn new items for you, as that would be easily exploited/abused by people who ran "hacking scams" with their friends for duped stuff.

It sucks that you were hacked. We all agree that NC/ArenaNet account security needs to be beefed up (they've taken some baby steps but a LOT more needs done). I'm sure you're devastated by what happened, and you have every reason to be. All we can do is encourage you to pick yourself up, dust yourself off, and carry on. Look at it as a chance to start anew. Or take some well-deserved time off. I know it's little consolation, but you're lucky to have already had your Hall filled. Hopefully GW2 will have better security, so you can fully enjoy all those rewards you earned without fear of this ever happening again.

Braxton619 · Mar 16, 2011, 04:51 AM // 04:51

Star is correct. We cannot help in any way and the only way you can get help is by contacting NCS here:
www.guildwars.com/support

Iuris · Mar 16, 2011, 07:22 AM // 07:22

Quote:

Originally Posted by Baels9

So, what does the Guild Wars support team have the power to do?

So far, all we've seen them able to do is block accounts and change the password. Note that they don't necessarily have the ability to read your password, just force the server to generate a new one to send to you.

In the end... all you can do is start over.

gremlin · Mar 16, 2011, 08:23 AM // 08:23

I guess the reason you never get anything back is because of player fraud which would become endemic if they did return lost items.

I go to another player give him my codes he strips the account and gives some or all of it back to me on another account.

Or He keeps it all as part of the plan because I am getting it all back via gw support.

Hey support I lost 250 ectos next week its his turn and I strip his account.
Or more likely a warehouse full of players alternately strip each others accounts.

Point is if you have a strong password and change it fairly frequently never log in on another persons or public computer.
Never let anyone see you type your login etc then anet and many players here believe its impossible to hack an account.

Me I believe its not impossible but fairly unlikely.
I just hope now everything is in the hom its pretty safe.

Aeronwen · Mar 16, 2011, 08:27 AM // 08:27

Baels,

So sorry to hear that you were hacked.

I know support will not do anything for you. I have had enough friends in that position.

But do you have any idea how the hackers got into your account? Any info on here might save someone's else account from teh same the same fate.

T-D-C · Mar 16, 2011, 09:15 AM // 09:15

Sorry you got hacked.

Well you can see the silver lining being that your 50/50 is still intact for GW2

Sierraa · Mar 16, 2011, 06:06 PM // 18:06

Getting a clear answer from support? Good luck! No one really knows the real reason why they're unable to restore accounts. At least your HoM will stay 50/50. :]

/closed

Mar 16, 2011, 02:21 AM // 02:21	#1
Baels9 Ascalonian Squire Join Date: Dec 2007 Guild: GODS Profession: W/	Guild Wars Support So. As the 6th anniversary of GW approaches, I've played since day 1. 50/50 HoM (and all that goes along with it.. obby, the weapons etc) A few days ago I find that I've been hacked by gold sellers and they've stripped well, everything. Near 6 years of work, gone. After recovering my account, Guild Wars support tells me: "While I would like to replace your items, the Guild Wars Support Team does not have the capability to replace characters or items, whether they are lost through the actions of unfriendly players, deletion accidents, or through other means." So, what does the Guild Wars support team have the power to do? I guess my question is, does anyone know the reason they're (I guess Ncsoft..) are unable to restore items in Guild Wars, yet can in other games such as Aion? Is it because of the way the game is designed? That is all I can think of. Oh, and a little tidbit. When I was hacked, they changed my gw account password, meaning they had access to my NCsoft acc. I didn't get an email notice when they changed my password... the hell? Last edited by Baels9; Mar 16, 2011 at 02:33 AM // 02:33..

Mar 16, 2011, 02:50 AM // 02:50	#2
Star_Jewel Jungle Guide Join Date: Mar 2010 Location: Denizen of Tyria since Feb. 2009	Your thread's probably gonna get locked -- don't take it personally, it's just GWG policy. To answer your question, Support doesn't restore lost items for two main reasons: #1. They can't take away your items if they were sold to someone else -- that would be unfair to the person who legitimately bought your items, not knowing it was stolen merchandise. They'd likely have to do a lot of reverse trades, which would be a real mess (I honestly don't know how far they even track trades). #2. They can't just spawn new items for you, as that would be easily exploited/abused by people who ran "hacking scams" with their friends for duped stuff. It sucks that you were hacked. We all agree that NC/ArenaNet account security needs to be beefed up (they've taken some baby steps but a LOT more needs done). I'm sure you're devastated by what happened, and you have every reason to be. All we can do is encourage you to pick yourself up, dust yourself off, and carry on. Look at it as a chance to start anew. Or take some well-deserved time off. I know it's little consolation, but you're lucky to have already had your Hall filled. Hopefully GW2 will have better security, so you can fully enjoy all those rewards you earned without fear of this ever happening again.

Mar 16, 2011, 04:51 AM // 04:51	#3
Braxton619 Desert Nomad Join Date: Jul 2008 Profession: A/W	Star is correct. We cannot help in any way and the only way you can get help is by contacting NCS here: www.guildwars.com/support

Mar 16, 2011, 08:23 AM // 08:23	#5
gremlin Furnace Stoker Join Date: Oct 2006 Guild: GWAR Profession: Me/Mo	I guess the reason you never get anything back is because of player fraud which would become endemic if they did return lost items. I go to another player give him my codes he strips the account and gives some or all of it back to me on another account. Or He keeps it all as part of the plan because I am getting it all back via gw support. Hey support I lost 250 ectos next week its his turn and I strip his account. Or more likely a warehouse full of players alternately strip each others accounts. Point is if you have a strong password and change it fairly frequently never log in on another persons or public computer. Never let anyone see you type your login etc then anet and many players here believe its impossible to hack an account. Me I believe its not impossible but fairly unlikely. I just hope now everything is in the hom its pretty safe.

Mar 16, 2011, 08:27 AM // 08:27	#6
Aeronwen not so much fell as..... Join Date: Jan 2009 Location: UK Guild: bone Profession: R/	Baels, So sorry to hear that you were hacked. I know support will not do anything for you. I have had enough friends in that position. But do you have any idea how the hackers got into your account? Any info on here might save someone's else account from teh same the same fate.

Mar 16, 2011, 09:15 AM // 09:15	#7
T-D-C Lion's Arch Merchant Join Date: Feb 2006	Sorry you got hacked. Well you can see the silver lining being that your 50/50 is still intact for GW2

Mar 16, 2011, 06:06 PM // 18:06	#8
Sierraa Supastar~ ??? Join Date: May 2006 Location: USA [GMT -7] Guild: Sierraas Asian Harem [love] Profession: Me/	Getting a clear answer from support? Good luck! No one really knows the real reason why they're unable to restore accounts. At least your HoM will stay 50/50. :] /closed