2fa issues

[Tama.8346]

My husband cannot log into anything gw2, as it says it needs a code from an sms. but.. he never set us 2fa so there is no number attached to the account. he cant log in to send a ticket, coz he needs the sms code. what do we do?

[Inculpatus cedo.9234]

Your husband can send an email to 'support@arena.net' for assistance.  https://help.guildwars2.com/hc/en-us/articles/201862918-Trouble-Logging-In

If you...can't log in, please take a moment to send an email to support@arena.net for further assistance. Be sure to include the following details so we can help you as quickly and efficiently as possible:

• Account Name (your email address)
• First and Last Name
• The Date of Birth listed on your account
• Your Guild Wars 2 Serial Code
• Display Name (including the 4-digit number after the name, such as “Gamer.1234”)
• A detailed description of your issue, including any error messages that you receive.
• If you have made purchases through our website or the in-game Gem Store, please provide the last four digits (only the last four) of the credit or debit card that you used to make those purchases.  If you made purchases using PayPal®, please include the Order ID associated with your most recent purchase.

Edited December 18, 2022 by Inculpatus cedo.9234

[Schimmi.6872]

Before sending a mail to the support, you should in this case also check the safety of the associated mail-account.

Because, if there is suddenly a 2FA on your account, it's a sign that the account may have been hacked.

[SoftFootpaws.9134]

3 hours ago, Tama.8346 said:

My husband cannot log into anything gw2, as it says it needs a code from an sms. but.. he never set us 2fa so there is no number attached to the account. he cant log in to send a ticket, coz he needs the sms code. what do we do?

Usually when 2FA appears on an account it means the associated email address was compromised and someone set up SMS authentication to help keep you from getting the account back. First, the e-mail account should be vetted, cleaned out and the password changed to something that's never been used before (leaks happen all the time), and second he'll need to e-mail support from that address and provide the required personal information.

 

If someone did have access to the e-mail account, getting the Guild Wars account back can be very difficult, as they may have discovered all the required private information within and thus *are* the owner now. This happens especially often with family members, friends, etc due to account sharing.

 

All I can say is good luck and in the future be more careful with your online data.

Edited December 18, 2022 by Mariyuuna.6508