I am posting on behalf of a friend, who had his email hacked and is no longer able to use the e mail address he used to register the account. As soon as this happened he went to the “Ask a question” section of the forums about getting his e mail updated, but Arena net never replied and now his ISP has changed his IP address. Because he cant access his e mail he cant log into the game any more as he cant verify his new IP address. Anyone have any ideas?
I really encourage him to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him. If the email account is compromised, have him create a new one to use to retrieve his game account.
For tips on what information to provide in a ticket, please read this post.