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Regional FlagCan't Change PasswordSource
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Russell.4629
Target Source
#1 -

My account was recently hacked, fortunately all they took was the money from each of my characters and no collectibles or other items were missing. I went to go change my password and every time I enter the old password and desired new password and click save changes nothing happens, the old password just remains with the account.


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ArenaNet Poster
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#3 -

We’re currently having some back-end issues that may be preventing you from changing your password. The team is on the case, and I believe this will be addressed quite soon.


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ArenaNet Poster
Target Source
#5 -

We think this is a website bug, and we’re looking into it now. Thanks for the report.


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ArenaNet Poster
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#9 -

not resolved? got the same problem now – get “Must be atleas8 characters long” – I tried with 20+ long, same answer

Are you attempting to use any special characters?


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ArenaNet Poster
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#18 -

Thanks for these updates, guys. I will forward the notes to the team, so we can assess if there’s an issue. (Sounds likely, given multiple people are running into this.)


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ArenaNet Poster
Target Source
#19 -

I have been discussing these reports (and those that come in via tickets) to try to determine if we have some sort of issue. A lot of times, folks are trying to log in using their display name instead of their (email) log-in name. Other times, they’re simply typing the wrong information, or making a consistent typo. But we don’t want to mark these as “user error” unless we know there isn’t an issue.

Can you folks please update to say what happened with your situation? Were you able to log in? What solved the problem?

Thank you!


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ArenaNet Poster
Target Source
#22 -

for me, this is not a ‘log-in’ issue, it is a ‘change your password’ issue
when trying to change the password, I enter a new password – confirm it…and nothing happens

there is no message saying there is an error, and the password does not change at all; so, in essence, I am unable to change my password

I have no security issues at this time, I was just wanting to change it periodically, as a safety measure, but it doesn’t respond…and, as I said before, I don’t want to mess around with it too much, for fear of being locked out of my account

I hope this helps =)

Thanks for this issue. Have you contacted Support? We’re gathering some info on these situations, so there’s a double incentive: We can help you, and we can get some data on this, in case there’s a rare issue that is raising its head from time to time.

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.