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Regional FlagHelping my Senior Father with his AccountSource
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Eosin.2078
Target Source
#1 -

My question: Is it ok to help my 64-year-old father manage his account (password changes, submitting tickets, etc.) from another part of the country?

tl;dr version:
On Thursday I helped my dad change his password over the phone. It took 28 minutes. It was exhausting.

Dad has played several times since the password change. Today he received the message that his account was terminated due to modifying/tampering. I know this is not true so I walked him through submitting a ticket. This was another 30 minutes of my mom and dad yelling at each other “I can’t find the email with the serial number”, “how do you spell ‘hacked’”, etc. It is their 36th wedding anniversary today so he could use a day off from the game to spend with mom.

I believe my dad’s account was hacked so I anticipate having to submit for a roll-back and change his password again. Unfortunately I live 1,000 miles away. The reason I bought him GW2 is so that we can spend time together. So I can’t just go to his house and help him with all that. It will be so much easier if I just do it for him. Will it cause more problems if I take care of things from my end?

Does GW2 have some sort of proxy access for people helping their children/parents with their accounts? If not I would like to suggest that. I have other friends also playing with a senior parent facing similar challenges.

For all I know, mom is approving emails for access in Asia. It is so hard to explain these things to them. When I told my dad to check if his gold and armor is missing once he gets back in the game because he may have been hacked, he told my mom to check the bank account. Thankfully I have them using different passwords for every account. Hopefully the damage is minimal.

Thanks!


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ArenaNet Poster
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#3 -

I am so sorry about the time you’re having to spend on this, but I admire your patience and loving kindness towards your parents. <3

For an extraordinary situation like this, I suggest the following: Submit a ticket (in your own name, with your own account details) and reference the 12-digit number of your father’s ticket as well. Explain in your ticket what you have told me here and note that we have discussed the matter in the thread and you and I are both hopeful that we can find a way to work around the issue (hopefully without yelling or bank-account checks ) in order to help your dad get the account back in his possession, with a solid password, and with a restoration, if needed.

Let me know how this sorts out, ok?


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ArenaNet Poster
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#5 -

Sounds like a plan!

And if anyone sees a lost/confused Norn named Cortez Peters, be nice to him! I have already been overwhelmed by the kind players in game – mesmers helping my dad get to places he can’t jump, fractal parties carrying him through, and guildies sending him materials (as a former metal worker, he loves crafting above all else).

That is just awesome to hear, Eosin. I am never surprised by the kindness of our players, and these stories are daffodils and rainbows to me!


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ArenaNet Poster
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#11 -

Thanks for the helpful suggestion, Nefera, and for the words of support, Ashlar and Michael.

Eosin — do keep me apprised of this situation, ok? Just a quick post will do, but I want to make sure everything works out (as I am sure it will).


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ArenaNet Poster
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#17 -

Don’t despair, Eosin. We’re taking another look!


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ArenaNet Poster
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#18 -

Annndddd… we identified a bug specific to this review. Apologies for that — it was good you got in touch, because while it was specific to this review, it’s good to know about the bug, anyway.

We’ll get this righted today, and he should get an update in the next few hours informing him of the account’s reinstatement.


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ArenaNet Poster
Target Source
#20 -

Thanks everyone for the kind words. And thanks Gaile for staying on top of this. I just called home and dad was cleaning his aquarium – you have to be super bored to do that chore! So does that mean he doesn’t have a problem with his computer or got hacked?

And Desova, I thought about botting false alarms too. I know that dad has a daily routine of collecting mats after he eats his breakfast and then he likes to craft after lunch. He was so excited that he just sold something on the TP for 4 gold that he crafted.

And just an FYI: despite linking this thread to our tickets, the GMs didn’t acknowledge that I’ll be signing into his account from another location. They just send the usual canned message, which I was already prepared for. So I really hope the log-ins don’t cause a second problem.

Response Via Email (GM Roland) 02/22/2013 03:51 PM
Hello,

Thank you for updating us on this issue. I understand your concern about your father’s account. I am still not able to discuss details about it with you, but I will request that the issue is reviewed again for accuracy.

Regards,
GM Roland
NCsoft Account Admin Team

Two of my associates were just discussing this and there is no evidence that the account was hacked from our perspective.


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ArenaNet Poster
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#22 -

Thanks again Gaile. I’ll make sure their computer is clean too. And I switched his account to one of my emails so I can monitor it more closely for unauthorized log-ins.

Dad says thanks too! Here’s a picture of us in Lion’s Arch:

Yaay! Thanks for the post, glad to be a small part of a family reunion.