Being permanently suspended shouldn't be like this.

[Ramiz.4217]

Hello,

First of all, excuse me for my english. I can't access my account of about 8 years today. I asked a friend of mine and I'm opening this topic from his account. In the first quarter of 2020, I had to get away from this game that I love so much due to my job. I've heard that a new package has arrived, when I logged into my account 3 days ago for this game that I was dying to play, the information was wrong, password reset etc. I tried many things and couldn't login to my account. I contacted the support team and learned that the account information has changed and the person who stole my account is actively playing this game. At the end of the day, they found my account and gave it to me, I was very happy. But 1 day later, when I logged in to my account again, it was written ''This account has been blocked for security purposes. Please contact customer support for assistance'' I contacted the support team again and I got the answer that the account can no longer be supported because someone else provided your account information. I remember sharing a PoF cd key with the Arena.net support team in previous years. I think the person who stole my account probably got the cd key from here. HoT has no way of knowing my cd key, this information is even available in my e-mail. The EoD package was purchased by the person who stole my account because there was no EoD package in those years. I think he tried to get the account back with this information. Although I tried in many ways that the account belongs to me, they did not take me into account. And it didn't come to a conclusion. I can no longer access this beautiful game that I have very good memories of. In short, all my hard work was wasted. I am very unhappy, it hurt me even more that he was dismissed by arena.net so easily.

Edited November 23, 2022 by Ramiz.4217

[Linken.6345]

I dont know why anyone would buy an expansion for a stolen account.

You sure this is not a I sold my account even tho it is not allowed and now what it back kind of thing.

That what it sounds like to me anyway.

[Inculpatus cedo.9234]

When there is an account-owner dispute, the account is permanently closed (for both parties).  There is no way the CS Team can determine who is the rightful owner if both parties offer account owner information.

Edited November 24, 2022 by Inculpatus cedo.9234
typo

[Ramiz.4217]

11 minutes ago, Linken.6345 said:

I dont know why anyone would buy an expansion for a stolen account.

You sure this is not a I sold my account even tho it is not allowed and now what it back kind of thing.

That what it sounds like to me anyway.

I did not sell my account. Since I did not have my own computer in those years, I was logging in from a computer that did not belong to me, I think my account has been stolen since then. Because the person playing my account has made a lot of changes.

[Ramiz.4217]

11 minutes ago, Inculpatus cedo.9234 said:

When there is an account-owner dispute, the account is permanently closed (for both parties).  There is no way the CS Team can determine who is the rightful owner is both parties offer account owner information.

In this case, I am the victim, it is very unfair, I spent my years, I think it shouldn't be that easy. I have e-mails from 2015 to prove it. They can also ask this information to malicious people trying to take my account? If they can't provide that, wouldn't that indicate that the account belongs to me?

[Linken.6345]

24 minutes ago, Ramiz.4217 said:

In this case, I am the victim, it is very unfair, I spent my years, I think it shouldn't be that easy. I have e-mails from 2015 to prove it. They can also ask this information to malicious people trying to take my account? If they can't provide that, wouldn't that indicate that the account belongs to me?

Well they could have got that from your email if you were keyloged when useing the computer that did not belong to you way back when.

[Ramiz.4217]

3 minutes ago, Linken.6345 said:

Well they could have got that from your email if you were keyloged when useing the computer that did not belong to you way back when.

Yes, you might be right, maybe that's what happened. I don't know the scenario that happened. I don't know what to do either. I think it's up to here. Guild wars 2 seems to be over for me.

[TheQuickFox.3826]

GW2 support is not giving your CD-keys to neither you nor others. They use the CD-key to verify that you are the owner. The key is permanently attached to your account so you don't need to enter it except to verify your account.

[Inculpatus cedo.9234]

2 hours ago, Ramiz.4217 said:

In this case, I am the victim, it is very unfair, I spent my years, I think it shouldn't be that easy. I have e-mails from 2015 to prove it. They can also ask this information to malicious people trying to take my account? If they can't provide that, wouldn't that indicate that the account belongs to me?

Says you.  The other person can say the same thing.  No one, other than the 2 of you, knows who is actually the account owner if you both supply information proving ownership.  🤷‍♂️

[Lysico.4906]

Just email anet.  Why make this whole post

[mercury ranique.2170]

1: making posts here will not help in any way.
2: be polite, be civilised and understanding. expect the same from the other side
3: if you dislike the answer, ask for a supervisor to check it.

But also understand, no is no.
Going on the info in the thread, it is very unlikely that a CS member has used the key you shared, but it is something that can be reviewed by a supervisor. It is more likely someone else obtained the key. This can happen when your email got hacked.

An account owner dispute means nobody has access to an account, so also not the other side. Support has no longer any way of knowing who the true owner of the account is. Even if you where the person who bought it, when purchase info is leaked, it could be gifted and it no longer can be resolved. So in the end, no is no. Aks for a supervisor to re-check everything, specially when you have the suspicion that CS is envolved in this, but that is the final no.

[Ramiz.4217]

On 11/24/2022 at 4:08 AM, Inculpatus cedo.9234 said:

Says you.  The other person can say the same thing.  No one, other than the 2 of you, knows who is actually the account owner if you both supply information proving ownership.  🤷‍♂️

Dude the only info he can give is he who bought the EoD pack and he can inform about it because i haven't been playing for 2 years. At that time there was no EoD package. My e-mail is logged in, I have no idea how he did it. Frankly, I doubt even a close friend of mine right now. I saw the IP information of the person who took my account in my e-mail and I sent this to a.net. And I told the threads that were entered from 2015 to 2020, I gave their ss. They already gave me my account like this. I say ask the person who wants to get my account. For example, what was the name of the first friend he added, what was his first guild? Do you have a friend from the game that can be a reference for you, but of course it must be from old players. Even if I have this information, the person who stole my current account cannot know this information.

Edited November 25, 2022 by Ramiz.4217

[Inculpatus cedo.9234]

Well, sis, you need to discuss this with the CS Team, not the forum.

Good luck.

[Ramiz.4217]

2 hours ago, mercury ranique.2170 said:

1: making posts here will not help in any way.
2: be polite, be civilised and understanding. expect the same from the other side
3: if you dislike the answer, ask for a supervisor to check it.

But also understand, no is no.
Going on the info in the thread, it is very unlikely that a CS member has used the key you shared, but it is something that can be reviewed by a supervisor. It is more likely someone else obtained the key. This can happen when your email got hacked.

An account owner dispute means nobody has access to an account, so also not the other side. Support has no longer any way of knowing who the true owner of the account is. Even if you where the person who bought it, when purchase info is leaked, it could be gifted and it no longer can be resolved. So in the end, no is no. Aks for a supervisor to re-check everything, specially when you have the suspicion that CS is envolved in this, but that is the final no.

I always answer with respect. No, of course I don't think CS steal the cd key. I remember they wanted it for a reason in the past years, and we shared and confirmed that. I want to say that the person who entered my account can see the cd key from arena.net without arguing. 
Yes I was thinking about it but I have no idea how to do it. How can I reach a supervisor? I just want them to do the necessary analysis, that's all, because it's ridiculous to think that the account is not mine. We are in contact with my old friends in the game. Even they couldn't understand this nonsense. We have been arguing for days, they even told me that they will be a reference, I share their names with the support team. They still don't care.

Edited November 25, 2022 by Ramiz.4217

[Ramiz.4217]

10 minutes ago, Inculpatus cedo.9234 said:

Well, sis, you need to discuss this with the CS Team, not the forum.

Good luck.

To discuss, at least two people need to talk. I'm arguing alone, no one hears my voice. Thank you for what you wrote. 🙂

[Inculpatus cedo.9234]

2 minutes ago, Ramiz.4217 said:

How can I reach a supervisor?

Update your original ticket and ask to have your ticket escalated to a Senior Team Member.  Never create duplicate tickets; if you have created duplicates, close all of the duplicates by updating them with the phrase, "I no longer need help."

[Ramiz.4217]

4 minutes ago, Inculpatus cedo.9234 said:

Update your original ticket and ask to have your ticket escalated to a Senior Team Member.  Never create duplicate tickets; if you have created duplicates, close all of the duplicates by updating them with the phrase, "I no longer need help."

i did, thank you so much bro.

[Inculpatus cedo.9234]

You are welcome, sis.

[Ashantara.8731]

On 11/23/2022 at 11:24 PM, Ramiz.4217 said:

Since I did not have my own computer in those years, I was logging in from a computer that did not belong to me, I think my account has been stolen since then. Because the person playing my account has made a lot of changes.

For the future: never log in from a public computer. To any type of game/application/website that requires your personal login information.

[SoftFootpaws.9134]

When recovering an account, ArenaNet asks for very personal information, like your photo ID, to make sure its you. This means the person who stole your account has access to extremely sensetive information, and this is why they were able to get the account back a second time. The devs have no choice but to assume this is a intrafamily conflict and ban it as per their policy.

I would eye your family members with suspicion for a while. Identity theft of this level is rare and almost every time its a sibling, parent or spouse (especially exes) since they can provide your personal information to ArenaNet on a whim. Intrafamily conflicts are extremely common in MMOs and why the policies exist.

 

If the person who has access to your account isn't family, then you've lost complete control of your identity, and you need to be worrying about alot more than some video game.

 

Change all your passwords immediately, especially on your e-mail, and enable 2FA on every service that supports it, and scrub as much of your personal data from the internet as possible.

Edited November 25, 2022 by Mariyuuna.6508

[Chaba.5410]

If your account was stolen via your associated email being accessed, be sure to doublecheck all settings on your email account.  For example, check if there were any filters set up to divert email from ArenaNet to a different address.  I would assume any requests to change passwords and emails on a GW2 account would trigger an email notification.  Also, of course, change the password and set up two-factor authentication.

I agree the only info the other person should have is the EoD purchase, but if you also had your original key in your email, they might have that too.  You can always take a screenshot of the original key email with the date on it to prove though that you are the original owner.

Edited November 25, 2022 by Chaba.5410

[Ramiz.4217]

20 hours ago, Ashantara.8731 said:

For the future: never log in from a public computer. To any type of game/application/website that requires your personal login information.

Yes you are right. It was a mistake.

[Ramiz.4217]

19 hours ago, Mariyuuna.6508 said:

When recovering an account, ArenaNet asks for very personal information, like your photo ID, to make sure its you. This means the person who stole your account has access to extremely sensetive information, and this is why they were able to get the account back a second time. The devs have no choice but to assume this is a intrafamily conflict and ban it as per their policy.

I would eye your family members with suspicion for a while. Identity theft of this level is rare and almost every time its a sibling, parent or spouse (especially exes) since they can provide your personal information to ArenaNet on a whim. Intrafamily conflicts are extremely common in MMOs and why the policies exist.

 

If the person who has access to your account isn't family, then you've lost complete control of your identity, and you need to be worrying about alot more than some video game.

 

Change all your passwords immediately, especially on your e-mail, and enable 2FA on every service that supports it, and scrub as much of your personal data from the internet as possible.

No, they never asked me for private information about me. I took the ID photo myself and they didn't even want it. So, am I the real owner of the account or not? I don't think they did any research for it. Just because someone has accessed my account, they say it's unobjectionable and dismiss me, this is ridiculous. I don't think he will have reached my ID information, it's impossible. I gave a lot of clues to verify that the account is mine but they don't care if it's true or not.

[Ramiz.4217]

16 hours ago, Chaba.5410 said:

If your account was stolen via your associated email being accessed, be sure to doublecheck all settings on your email account.  For example, check if there were any filters set up to divert email from ArenaNet to a different address.  I would assume any requests to change passwords and emails on a GW2 account would trigger an email notification.  Also, of course, change the password and set up two-factor authentication.

I agree the only info the other person should have is the EoD purchase, but if you also had your original key in your email, they might have that too.  You can always take a screenshot of the original key email with the date on it to prove though that you are the original owner.

This is all my information provided bro. I posted all the images, everything is clear. It will be a reference for me from the game I have old friends. There are even codes on my phone that I entered in 2017. So to think that the account does not belong to me is complete nonsense.

[SoftFootpaws.9134]

4 hours ago, Ramiz.4217 said:

No, they never asked me for private information about me. I took the ID photo myself and they didn't even want it. So, am I the real owner of the account or not? I don't think they did any research for it. Just because someone has accessed my account, they say it's unobjectionable and dismiss me, this is ridiculous. I don't think he will have reached my ID information, it's impossible. I gave a lot of clues to verify that the account is mine but they don't care if it's true or not.

I've never heard of a case where customer support gave someone an account just based upon e-mail. The only way what you're describing is possible is if the other person has access to your information.

Edited November 26, 2022 by Mariyuuna.6508