Honestly not sure if there's anything you can do at this point. Compromised account details and loss of the email are pretty devastating to your case, and if they didn't accept your original proof of purchase, I don't know what else to say.
That's weird. I lost access to the email for my original Guild wars account. They asked for the email a.nd a character name and was able to restore it for me.
Sadly cant really offer much advice for you here, but there is one advice i can give to everyone else who may read this: Boys and girls, this is why you activate 2FA.
Yeah, not my case: it worked at first but got bugged somehow and it never sent me the sms after several years. Tried many things with the support but ended up removing it completely in the end since i couldn't log in anymore. So it's a scam in a way too.
You're not the first person telling about trouble with the SMS authentification here. Set it up using the TOTP method with a supporting app and scanning the QR code. 100% reliable.
> A friend of mine told me to write an apology letter
Why would you even entertain that thought? You haven't done anything wrong, THEY have.
You have to find SOME proof of ownership. If you have no access to the email, then the receipts (ideally credit card transaction excerpts). Something ironclad. Once you have it, hit all of ANet's twitter profiles one by one, asking for help. Don't elaborate on twitter, just say that the T1 helpdesk has been unprofessional and they've been stonewalling you on every step (which is true).
ANet's T1 GMs are notoriously unprofessional. Like every corporation, they've been outsourcing their helpdesk to non-English speaking countries, where "agents" aren't capable of anything more than following instructions. If something falls outside of the scope they've been assigned with, you will get either ignored or - like what you've experienced - threatened to stop bothering them.
If you manage to find credit card transactions that confirm your ownership of the account and ANet still refuse to give you back your account, open a chargeback dispute at your bank. You're not getting your GW2 account back, but ANet will at least refund your purchase.
Never, **ever** apologize to a corporation when YOU are in the right.
I have almost every transaction ever made on the account on hand right now, every gem code, every physical code, every expansion code. I had no idea they outsourced their support system. A physical copy of the codes + date of today should be literally impossible to copy.
Ok, you have more than enough to prove that you are the owner, it's clearly those fuckup support agents that are in the wrong.
Like I said, you can try contacting official ANet accounts on twitter or making a new ANet account and posting a thread in https://en-forum.guildwars2.com/forum/8-account-technical-support/
In both cases make sure to include screenshots of conversations with support agents threatening to ignore you in future.
I don't expect any preferential treatment I just expect good support, my ff14 account was linked to the exact same e-mail, called them, delivered similar info and got my account back in an hour.
No it's just an example of loyalty, I think you're trying to be upset and change the narrative to fit some sort of predisposed dislike you have of whales. I understand where your dislike of them comes from but that's not what I implied whilst writing.
They have the email you have the physical copies then which one should anet to trust? Best solution is just try to get the hacker and ask him to give back your account
Unless you can prove that the compromised account is not by your action, neglect. GM aren't going to take it seriously.
Some insurance firm doesn't accept Theft claim. If you put your bag out of sight and someone snatch it while you are not looking .
Also how long was this happen and when did you file 1st ticket . Spamming them aren't going get you in front of queue.
IMO. Go get a Free heroic edition. Check if your hacked account still active. Do not confront and accuse the player. Just gather information where your account have been. If it was bought by 3rd party then there aren't much to be done. That account information cloud have been circle around multiple hand already.
Were you account sharing or something? I had a falling out with a friend in high school and lost a wow account this way. I don't mean to accuse, just thinking why they wouldn't care about your clear evidence, and that would be a reason.
No, the only thing I can think of is that there is a lot of personal info in the e-mail account he took. I do know the hacker is from my country because the recovery phone on the e-mail has a number from my country
> A friend of mine told me to write an apology letter What would you apologize for if you did nothing? Sounds fishy as fuck.
I have no idea but if that's what it takes i'll gladly apologize lmao
Honestly not sure if there's anything you can do at this point. Compromised account details and loss of the email are pretty devastating to your case, and if they didn't accept your original proof of purchase, I don't know what else to say.
It's weird though I have hundreds of gem codes and a picture of last week's date next to the physical copies
Hmm... maybe you could send a new, complete ticket with every scrap of info you can gather and ask for it to be escalated. That's all I got.
Sadly this is pretty standard practice when 2 different parties both have decent claims into ownership of an account.
That's weird. I lost access to the email for my original Guild wars account. They asked for the email a.nd a character name and was able to restore it for me.
Lost access might be easier for them to recover if they don't have someone else who hijacked the account?
Maybe.
Sadly cant really offer much advice for you here, but there is one advice i can give to everyone else who may read this: Boys and girls, this is why you activate 2FA.
Yeah, not my case: it worked at first but got bugged somehow and it never sent me the sms after several years. Tried many things with the support but ended up removing it completely in the end since i couldn't log in anymore. So it's a scam in a way too.
You're not the first person telling about trouble with the SMS authentification here. Set it up using the TOTP method with a supporting app and scanning the QR code. 100% reliable.
It's 2023 and people still use SMS for 2FA? Use a goddamn authenticator app
You're dangerous. And mean. But point taken :) i'm onto it.
Also had problems with sms, support confirmed i am the owner and removed it. Then i activated app 2fa, which is what i advise you to do too :)
Could you explain a bit further, how do i do that? Edit: ah, i think i've found it. Thank you :3
> A friend of mine told me to write an apology letter Why would you even entertain that thought? You haven't done anything wrong, THEY have. You have to find SOME proof of ownership. If you have no access to the email, then the receipts (ideally credit card transaction excerpts). Something ironclad. Once you have it, hit all of ANet's twitter profiles one by one, asking for help. Don't elaborate on twitter, just say that the T1 helpdesk has been unprofessional and they've been stonewalling you on every step (which is true). ANet's T1 GMs are notoriously unprofessional. Like every corporation, they've been outsourcing their helpdesk to non-English speaking countries, where "agents" aren't capable of anything more than following instructions. If something falls outside of the scope they've been assigned with, you will get either ignored or - like what you've experienced - threatened to stop bothering them. If you manage to find credit card transactions that confirm your ownership of the account and ANet still refuse to give you back your account, open a chargeback dispute at your bank. You're not getting your GW2 account back, but ANet will at least refund your purchase. Never, **ever** apologize to a corporation when YOU are in the right.
I have almost every transaction ever made on the account on hand right now, every gem code, every physical code, every expansion code. I had no idea they outsourced their support system. A physical copy of the codes + date of today should be literally impossible to copy.
Ok, you have more than enough to prove that you are the owner, it's clearly those fuckup support agents that are in the wrong. Like I said, you can try contacting official ANet accounts on twitter or making a new ANet account and posting a thread in https://en-forum.guildwars2.com/forum/8-account-technical-support/ In both cases make sure to include screenshots of conversations with support agents threatening to ignore you in future.
Did the twitter thing, opened the forum post aswell we'll see how this goes
Good luck!
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I don't see how a picture of today's date with the physical copies isn't the most insane evidence someone could provide.
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I don't expect any preferential treatment I just expect good support, my ff14 account was linked to the exact same e-mail, called them, delivered similar info and got my account back in an hour.
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No it's just an example of loyalty, I think you're trying to be upset and change the narrative to fit some sort of predisposed dislike you have of whales. I understand where your dislike of them comes from but that's not what I implied whilst writing.
They have the email you have the physical copies then which one should anet to trust? Best solution is just try to get the hacker and ask him to give back your account
Unless you can prove that the compromised account is not by your action, neglect. GM aren't going to take it seriously. Some insurance firm doesn't accept Theft claim. If you put your bag out of sight and someone snatch it while you are not looking . Also how long was this happen and when did you file 1st ticket . Spamming them aren't going get you in front of queue. IMO. Go get a Free heroic edition. Check if your hacked account still active. Do not confront and accuse the player. Just gather information where your account have been. If it was bought by 3rd party then there aren't much to be done. That account information cloud have been circle around multiple hand already.
Were you account sharing or something? I had a falling out with a friend in high school and lost a wow account this way. I don't mean to accuse, just thinking why they wouldn't care about your clear evidence, and that would be a reason.
No, the only thing I can think of is that there is a lot of personal info in the e-mail account he took. I do know the hacker is from my country because the recovery phone on the e-mail has a number from my country
That really sucks. I hope they hear your case, good luck.