Curse

??? · May 10, 2010, 06:22 AM // 06:22

Okay, so my Guild Wars account that I've had since 2006 had its password changed without my consent. When I tried to reset it I did not get an email with my new password. This is apparently because I have a masters account which I do not remember making at the time of game account creation. I recently made a masters account on the plaync site and tried to get help via support but each time I hit submit it says I need to register to send it. This is weird because it should only ask me to register if the email I created isn't attached to an account already (which is was because I had just registered...).

So what do I do? Is there a number I can call to get some help with my account? I even have my old Factions CE activation card if they need that. I really don't know what to do and I don't want to lose $200+ I've spent on the account not to mention the countless hours of making my characters what they are today.

**Marty Silverblade** · May 10, 2010, 06:44 AM // 06:44

If the password was changed without your consent you've quite possibly been hacked. Run your security software and see if anything comes up.

In regard to the NCSoft support issue, I can't help much with that.

??? · May 10, 2010, 08:19 AM // 08:19

I did find a Trojan/Backdoor named cdoosoft and herss.dll. Got rid of both so I'm clean.

Smarty · May 10, 2010, 09:06 AM // 09:06

The NCsoft site is not very customer-friendly at all. You need to sign in separately to the support page even if you're already signed in to your master account. Try registering for support, as it asks, and then submit your query once the support page (not the master account page) shows you as being logged in. If you need to use support in future after you've registered the first time, remember to log in to support before you submit your query each time. I never remember this and it annoys me every time.

Re the phone number, yes there is one. From the support website:

Quote:

Phone Support
We offer telephone support for billing and technical support issues only. You may contact a member of our Billing or Technical Support Teams by calling the number below. We do not offer telephone support for general game support issues. Any calls regarding game support will be directed to use one of the available support methods listed in the Game Support section.

From within the US: 1-512-225-6359
From outside the US: (++1) 512-225-6359
Mon-Fri
12pm to 5pm, Central

NOTE: We do not have a European support number. You must dial your country's International Access Code in order to call support from outside the United States.

You will probably need things like proofs of purchase (receipts and/or CD keys), character names and account creation date to prove that the account is yours.

Good luck getting it back.

Mini Lich · May 10, 2010, 10:32 AM // 10:32

You say you have your card with the activation number on it? easy to get your account back then, open a support request exaplain whats happened, ask them to get your account back, and they'll send you a sheet with information to fill out, fortunately for you, the activation codes are the most important. And, 99% of the time, the activation codes are the only thing they need.

Angela Sitsonit · May 10, 2010, 10:49 AM // 10:49

Aloha,

You indeed will need to send a scan of your CD Keys, some names on the account, purchase date, date of creation and such.
If you indeed have been hacked, which i do not wish on anyone, you will probably find your account raped. NC Soft/Anet will NOT compensate you for lost items or characters. They will not roll back or replace items lost.
I myself have lost a very large amount of money/ecto and characters this way, 2 Gwamm's, 1 char on 25 titles, 2 on 20 titles and 3 on 5 to 10 titles.
I know of other players that have suffered the same and not one of them has been compensated or helped out within reason.

I really hope your account will still be the way it was but be prepared for the worst.

The cdoosoft file is installed and used by Trojan.Magania.

Trojan.Magania is a dangerous Trojan horse and serious threat to the security of your computer.Trojan.Magania may perform destructive actions when installed on your system. Usually the Trojan.Magania infection can be detected by reputable spyware scan program. Trojan.Magania may give remote attackers access to where your personal or financial information can get stolen. Manual removal of Trojan.Magania can be attempted but it is not recommended.

Dan

??? · May 10, 2010, 08:30 PM // 20:30

Thank you everyone for the advice you have given me. For some odd reason even if I sign in I have to navigate back to the support page, which then logs me out again. I even tried opening two tabs, signed in on one tab, and refreshed the other which was on the support page to see if that helped, which it did not...

I think I'm going to call them and explain my story, hopefully they can help me out.

As for character and item deletion and total account rape... Well I don't know how I'd deal with losing everything but if I can at least regain control of my account I'll at least be able to play without having to dish out a lot of cash re-buying those CE's.