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hacked email changed account

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#31 dawnq

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Posted 24 August 2012 - 02:33 PM

OK then one of two things happened.

Someone(maybe you accidentally)  changed your account info. Eitherway just wait on support right now.

You mistyped

Under support there is a specific thing for possible hacked account please use that.

It is under
1. Login Issues
2. I need help with.... "scroll down to hacked account"
3. Fill out all info. * They will need your Gw2 Serial code for "best"/fastest chances
If you can take a ss of your billing statement showing your purchase of gw2 that would also help.


Ignore if you have already done that.

http://en.support.guildwars2.com

Edited by dawnq, 24 August 2012 - 02:37 PM.


#32 Nitrosnwbdr

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Posted 24 August 2012 - 02:34 PM

You need to contact support. I got this same email on my old account email, when I changed it over to my new one. You don't have to confirm via your old email when you change it over. Though you do need to confirm it in the new one. So basically anyone can change the email address and you have to contact support to fix it.

#33 Cherrie

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Posted 24 August 2012 - 02:37 PM

View PostIzardoz, on 24 August 2012 - 02:28 PM, said:

this is the text of the email you get from ArenaNet when changing your email account:

not sure what prompts that other email...
The other e-mail (if you mean the one I quoted) gets send to your OLD account. You don't confirm that change.
The one you posted - with a confirmation link - gets send to the NEW e-mail. You confirm not the change, but that you're able to receive e-mail at that account.

In any case, the only option you have is contact support.
You should actually call them because the amount of tickets they get now is quite huge (I was submitting one myself today, something went wrong and I pressed submit 2x in 1 minute: IDs pointed out they get around 7 tickets per minute!).

Make sure you have all relevant information at hand (serial code for example).

Edited by Cherrie, 24 August 2012 - 02:42 PM.


#34 Doncezz

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Posted 24 August 2012 - 02:41 PM

Since that mail says  has requested to change the email address associated with your Guild Wars account.
It is not confirming from mail that it's actualy changed it only says that it is requested to change.

I would love to change the topic name, cause now it is misleading and does not describe actual problem


Edited by Doncezz, 24 August 2012 - 02:44 PM.


#35 Nitrosnwbdr

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Posted 24 August 2012 - 02:44 PM

You don't need to, the only action you can do at this point is contact support and hope they can get it fixed asap.

#36 Prokofiova

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Posted 24 August 2012 - 02:46 PM

View PostCherrie, on 24 August 2012 - 02:37 PM, said:

The other e-mail (if you mean the one I quoted) gets send to your OLD account. You don't confirm that change.
The one you posted - with a confirmation link - gets send to the NEW e-mail. You confirm not the change, but that you're able to receive e-mail at that account.

In any case, the only option you have is contact support.
You should actually call them because the amount of tickets they get now is quite huge (I was submitting one myself today, something went wrong and I pressed submit 2x in 1 minute: IDs pointed out they get around 7 tickets per minute!).

Make sure you have all relevant information at hand (serial code for example).
Yeah, the confirmation link is sent to the wrong email address, IMO.  They should send that confirmation to the old email address, not the new one.

#37 Doncezz

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Posted 24 August 2012 - 02:47 PM

Wow then i'm impressed if that is trully possible to change it in such an easy way.

#38 Prokofiova

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Posted 24 August 2012 - 02:51 PM

View PostDoncezz, on 24 August 2012 - 02:47 PM, said:

Wow then i'm impressed if that is trully possible to change it in such an easy way.
Impressed is not the word I would use. ;)  At least you have time to recover your account before launch.

My recommendation is that you create an email address specifically for this game and use it for nothing else.  That's what I do for all game accounts.

#39 Doncezz

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Posted 24 August 2012 - 02:53 PM

View PostProkofiova, on 24 August 2012 - 02:51 PM, said:

Impressed is not the word I would use. ;)  At least you have time to recover your account before launch.

My recommendation is that you create an email address specifically for this game and use it for nothing else.  That's what I do for all game accounts.
Yeah will do seperate email for games only, good suggestion. Still i'm not going to call to Anet, IMO it is waste of money.

#40 Krazzar

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Posted 24 August 2012 - 02:57 PM

View PostWarchild, on 24 August 2012 - 01:35 PM, said:

Impressive!  Game is not even released and we have the first instance of hacking.

That's how you know it's a popular game. People don't hack games that don't matter as much.

#41 Cherrie

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Posted 24 August 2012 - 03:04 PM

View PostDoncezz, on 24 August 2012 - 02:47 PM, said:

Wow then i'm impressed if that is trully possible to change it in such an easy way.
Well, it's rooted in some poor decisions made in the past.
In GW1, after you linked your account to NCSoft master account, you couldnt change GW1 account name. So many players were stuck with e-mails they had no londer access to.
Also, if you created GW1 account through NCSoft maseter, your account name would not be an e-mail at all, but rather name@ncsoft.

When they forced people linking GW1 and GW2 accounts at registration to use GW1 account name, they basically brought this upon themselves.
I suppose they assumed their support will have less chance of getting swamped by people who got hacked due to lack of confirmation - like you - since the game ain't even out yet, than if they forced e-mail confirmation.

As insecure as their system is, and as much as i feel for you, I think they might have been right.
However, I'd like them to force that confirmation after release, at least.

#42 Doncezz

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Posted 24 August 2012 - 03:08 PM

View PostCherrie, on 24 August 2012 - 03:04 PM, said:

Well, it's rooted in some poor decisions made in the past.
In GW1, after you linked your account to NCSoft master account, you couldnt change GW1 account name. So many players were stuck with e-mails they had no londer access to.
Also, if you created GW1 account through NCSoft maseter, your account name would not be an e-mail at all, but rather name@ncsoft.

When they forced people linking GW1 and GW2 accounts at registration to use GW1 account name, they basically brought this upon themselves.
I suppose they assumed their support will have less chance of getting swamped by people who got hacked due to lack of confirmation - like you - since the game ain't even out yet, than if they forced e-mail confirmation.

As insecure as their system is, and as much as i feel for you, I think they might have been right.
However, I'd like them to force that confirmation after release, at least.
Yeah maybe after some of these tickets they will realize how dangerous it can be.

#43 asmodess

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Posted 24 August 2012 - 03:15 PM

A lot of times you will recieve e-mails telling you , your account  has been changed , or you are being suspect of cheating etc, or your e mail has been changed .

Then they will ask you to log in to check the status of your account , or your case if it says cheating, or to verfiy your account info etc and they will provide a link .to do so .

Which is a scam to try and trick you into giving them your info .

When you see these types of e mails,  tab out and log into the game from the offical site and check your account  and if nothing is different , change passwords just in case .

Never use normal e -mail for both e mail and gamers using a second one like hotmail etc for the game is better .

  also run spyware scans and virus scans often and use multiple  ones like avast, spybot, windows defender etc basicly run two or more  types of virus and spyware both to get a better scan of the system .

Also check the launcher for spyware , open it up and type in a fake password then run the spyware search incase they have a keylogger attached to the login patcher.


I hope your account is ok .

Edited by asmodess, 24 August 2012 - 03:18 PM.


#44 Tristany

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Posted 24 August 2012 - 03:21 PM

OK.. there IS a problem..

The OLD account gets the "hopefully you" email changed message with NO request to confirm.

Only the NEW address gets the "click here to confirm new address".

So in fact if someone has your login (which is your e-mail address) and password they can change this info without having to confirm. (that's a problem)


But how did they get your e-mail address & password? The 3 most common ways are:

1) You use the same password on your e-mail (and most everything else) as your game.. so hackers hack FORUM databases and get your e-mail and password... it is automated and creates a database... then a bot attempts to log in with all the e-mails/passwords and if it gets in.. it changes the e-mail/password.

2) A phishing e-mail... usually an e-mail that looks like it's from ArenaNet.. it takes you to a URL that is designed JUST like the official site and asks for password/e-mail... you give it... they auto change the real account to something else

3) Keylogger...  some website you visited planted a keylogging program into your computer and waited til you logged into site.

You can be sure that the gold sellers with huge WoW databases are trying those e-mail/passwords as well.

And soooo many people use the same e-mail password sfor different games/mmos

#45 Cherrie

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Posted 24 August 2012 - 03:23 PM

View PostDoncezz, on 24 August 2012 - 03:08 PM, said:

Yeah maybe after some of these tickets they will realize how dangerous it can be.
I'm sure they know. This kind of situation is a textbook example of vulnerability in online security. I think they chose lesser evil.

But as Tristany (and others) point out, the other problem is that they must have known your previous account name and password.

#46 AV BG

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Posted 24 August 2012 - 03:25 PM

Did you get any replies from Support yet?

#47 Chalky

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Posted 24 August 2012 - 03:32 PM

I've changed the title to be less dramatic.  I'll leave the thread open for you to allow the OP to update us on what Anet support say, for those of you who are interested about this.

This is the email you receive when you change your email address (the other email quoted in this thread is received by the new account, the one the OP received is the one that the old address gets)
Do you need help or just want to chat about moderation?  Drop me a PM.

#48 Doncezz

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Posted 24 August 2012 - 03:45 PM

Thanks for changing title, and no answer yet.

#49 NeHoMaR

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Posted 24 August 2012 - 04:28 PM

If you change your email, is not a confirmation sent to your original email before the change? if that is the case, and should be (if not this is a serious security bad programming), then someone will need to steal your email too to change it.

#50 DCjah

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Posted 24 August 2012 - 04:56 PM

I also got this email, don't know what to do know. I made a ticket and i'm still waiting for an answer hoping I can play tomorrow ;)

#51 Doncezz

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Posted 24 August 2012 - 05:49 PM

Right now i wonder - can we know our own cd-key from account page ?

#52 Nitrosnwbdr

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Posted 24 August 2012 - 05:55 PM

If you pre-purchased GW2 through Anet The email sent does contain your CD-Key. I hope you decided to keep that email on hand, because that will make proving you are the account owner easier. As far as being able to see your CD-Key within your account page on the site. You cannot from what I could tell.

#53 Doncezz

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Posted 24 August 2012 - 05:57 PM

Ah good news then, i have advantage in proving who has the REAL gw2

#54 Doncezz

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Posted 26 August 2012 - 03:05 PM

This starts to become mind boggling, i had 3 answers from support - first they posted general login and register issues which wasn't my issue, then they told the current email, but still no actual help or reset cause i can't reset only by knowing the mail and now i have this messege:

Thank you for the update.

I am escalating your ticket for further assistance. Once your ticket has been reviewed, someone will be in contact with you as soon as possible.

And about entire day no answer, this is quite weird cause they are not going straight to fixing it.


#55 Imkindabetter

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Posted 27 August 2012 - 12:03 PM

Yeah this happened to me 2 days ago, and I was just wondering how long it takes support to actually get to your ticket ?

#56 Doncezz

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Posted 27 August 2012 - 12:23 PM

All of them took about one day - now i have 4 responses in almost 4 days, the last more serious one.
well first i had support person who were named agatha so i had NOTHING done just general stuff about login and register issues, but now recently different person named Travis responded and already blocked account to prevent any access to account and next step according to him should be giving back control of account

Edited by Doncezz, 27 August 2012 - 12:25 PM.


#57 Imkindabetter

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Posted 27 August 2012 - 12:33 PM

Well i've already waited about 32 hours for a response by them, and still nothing.

#58 TheGizzy

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Posted 27 August 2012 - 12:47 PM

View PostDoncezz, on 24 August 2012 - 02:53 PM, said:

Yeah will do seperate email for games only, good suggestion. Still i'm not going to call to Anet, IMO it is waste of money.

Just a clarification tip:  use a separate email address for each game you play.  Seriously.  When someone compromises a gaming database, they begin phishing those email addresses they obtain - if your Blizzard accounts and your ANet accounts and your EA accounts and your Runic accounts are all using the same email address, a phishing attempt is that much more likely to succeed.

If, however, you're getting an ANet phishing attempt on the account you use solely for Blizzard, for example, you're a LOT more likely to pause and think, "something isn't right here."

It's extremely rare for an account breach to be the result of a security failure on the part of the developer... it's primarily the result of poor security habits on the part of players.

#59 Doncezz

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Posted 28 August 2012 - 03:25 PM

I want to update that i have my email back finally and account control.

#60 pamelakd

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Posted 28 August 2012 - 03:33 PM

I got that email as well...while I was online playing!  I think it was just mistakenly sent out, since my password had in fact NOT been changed.  I changed it afterward just to be sure.




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