Juschwin.2148

I mean sure, if the e-mail was also compromised it wouldn't secure the gw2 account. But the Mail account shouldn't be compromised as it has nothing to do with the issue. I don't know how you got to that conclusion. I'll tell her to change her Mail password anyway. But that doesn't really get us further on fixing the problem, does it? 😅

Thanks for the suggestion! Maybe 'look into' is the wrong phrase for the thing I mean. But yes I'd actually want a support team to check whether my account suspension was the right measure, if I had a suspension. 😅 but actually it's more about the support not answering my friend. I also think her account was compromised but normally you'd only need to reset the password to secure the account again. I don't think her E-Mail is compromised. The 2fa she uses is via text Message on mobile, not per mail, and intercepting text messages should normally be pretty difficult.

hey there, first of all, I hope you're all having fun with the new expansion. Sadly my friend and I can't share the fun for a seemingly weird reason - her account was suspended. Originally we planned to both take on the expansion together so she took the days of this week off... So why am I writing to this forum in this matter? It is a matter of support, right? Well, she sent a ticket to the support a week ago. She sent nearly all needed information (barring the serial number of her game, which she couldn't find on the fly, I think), but the answer she got was that she didn't share enough information so the account will stay suspended. They also wrote that the support might not help her further. Afterwards she sent the missing infos as an answer to their reply, but hasn't gotten an answer yet. So the thing that immediately put us off was how the support wrote that they MIGHT not answer her again. Like... Why would they write that? Why won't they tell her, why her account is suspended? We can only assume what happened for her account to be suspended. Since she never got an answer, I also started to write to the support. I basically only told them, that the person who opened the ticket was actually the owner of the account and that it might be that she got hacked and that I ask them to revisit the case. I came to this conclusion, because I've seen her online for a very short amount of time in the last week at a time where she says she wasn't online. Also she said, that she did see some changes on GW2Efficiency. The answer I got was.... well, irritating. I was told that they can't give me information to the account matters of my friend, which is like.... duh? Of course they can't and that wasn't even my goal. All I wanted was for them to look at her account again and answer her, not me. So I replied exactly that and got basically the same answer as before.... I told them again that I just ask them to look into it again.... And got the same answer... AGAIN. It's like they don't even read what I'm writing them. And you know what irritates me even further? While the support told me how they can't tell me anything (THRICE!), they never sent a reply to my friend. It's absolutely baffling to see. Why won't they help my friend? We were really looking forward to playing the expansion. But now we have to worry that they might even ban her account or what? Her Account is over 7 years old. She bought every expansion with the deluxe edition and even preordered the expansion. Is all this now in danger because she did the unrepentable crime of *checks notes* potentially being hacked? Even though she uses 2fa? Like is there really nothing we can do? Do we really have to sit and pray for one supporter to have mercy with my friend? I'm sorry for this wall of text and venting, but we are both just really annoyed with this whole situation. All we want is to play some GW2 together, but all of this really drags us down...