Goldi.1360 Posted November 6, 2017 Share Posted November 6, 2017 Hi,A friend of mine got hacked recently. Not just the game but his entire computer. He managed however to restore everything but his Gw2 account access. He messaged Anet and follow the steps they told him to follow to try and get his account back which had been closed due to this hacker going nuts with gems etc. After a few days of back and forward with Anet telling him the steps he should follow to restore his account, it ends up with a message informing him that due to the activity that this hacker had performed on his account, the account has now "been permanently closed and is ineligible to be reopened for any reason." The email ends with the message that no further assistance or information can be provided and further replies will not get a respond. When he can prove he was hacked and therefore isn't the one being responsible for the illegal activity - how can Anet just "close the case" like that? Is there really nothing to do?ticket #6689248 Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted November 6, 2017 Share Posted November 6, 2017 Since that ticket was basically closed by support, I'd recommend your friend open a new one. But before opening that, your friend should gather all possible evidence to support their story. Serial number, names of characters, billing info (including the card used to purchase the game and the billing address), etc. If the friend has proof of being hacked, then they could have that ready to share with support, too.As to "why" they were given that response, my only guess is either the friend couldn't provide the correct needed information to prove ownership of the account, the friend was less than honest about something, or support misunderstood something. Link to comment Share on other sites More sharing options...
ArenaNet Staff Gaile Gray.6029 Posted November 6, 2017 ArenaNet Staff Share Posted November 6, 2017 What you've been told may not be factual. Apparently, our purchasing processor has determined that the account was purchased using a fraudulent credit card. Regardless of the hacking incident on the computer, or any activities by the hacker, at the core the account itself was never legitimately purchased. This means that it cannot be/should not be restored. If your friend wants to continue the discussion, they can do so, but after extensive reviews by multiple agents at two companies, that is the conclusion that they drew. Link to comment Share on other sites More sharing options...
Bloodstealer.5978 Posted November 6, 2017 Share Posted November 6, 2017 Hmmm.. so the rabbit has been pulled from the hat, but not by its ears it seems... Link to comment Share on other sites More sharing options...
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