- 2012/12/03 09:37:20 AM
Similar situation for me as well. Check your e-mail to see if anyone requested a change to your login credentials. I was able to get my account restored by submitting a ticket, and can access the character screen, but when attempting to get a character into the game, I get a message that another client is accessing the game with my account.
By the way, I have not logged in for two days now and somehow my mesmer went from level 6 to 42 as of this afternoon. Like me, your account has likely been hacked. Under the account management/security option, I show another IP address as logged into my account for 36 hours now, yet I am not able to disconnect them.
I have changed the password as well as set up and verified e-mail authentication, yet the hacker is still in my account. I have submitted a ticket, yet no help from ANet on this specific issue.
I’ve seen several of these pop up in the last two days. I remember Rift players experiencing a similar problem where Trion insisted it was a local problem only to later find out they had a serious flaw in their authentication process.
I want to make sure I understand: Support returned access to your account, but you’re (1) not able to access the account and (2) when you attempt to log-in, you do not automatically disconnect the other person playing?
That sounds as if your email has been hacked and the hacker is reading it and getting access to the new password. I suggest you update your ticket through the interface on the Web, and that you create a new email account to discuss this with Support. I could be wrong, but this seems very much like an email compromise to me.
Best of luck!