Sons account seems to have been hacked.

[Ashgen.6298]

Hi

 

It looks like my sons account has been hacked. 

 

Both the game and forum log in on my sons account is asking for two stage identification, although we did not ask for it. 

 

He has been locked out of both the game and forums as a result, so we are caught in a loop. 

 

How do we get help for this? 

 

Many thanks 

[wondermuffin.9680]

Read the following instructions by ArenaNet. If nothing helps, submit a ticket stating the account id and Anet should help you restore it in some way within a week. 

 

[Inculpatus cedo.9234]

Be aware:  If your son can not log in to submit a ticket, he can use the 'Anonymous' feature offered on the page. 

[Healix.5819]

4 hours ago, Ashgen.6298 said:

Both the game and forum log in on my sons account is asking for two stage identification, although we did not ask for it.

 

Note that email authentication is enabled by default when the other 2FA options aren't used. If one of the other 2FA options was added to the account, it was indeed compromised, but to do that, they would have had to either get access to the email, be on a remembered network, or had enough information to phish support.