Ezikeo.5047 Posted August 8, 2021 Share Posted August 8, 2021 (edited) Hello my account has been been blocked for "security purposes" - I cannot make a support ticket for this, because it is giving me the same reason on the support site. I noticed that when I logged on this morning, the game was asking for my 2 step authentication, which was strange because I have had this location saved for over 5 months now. Please look into this issue. Edited August 8, 2021 by Ezikeo.5047 Link to comment Share on other sites More sharing options...
TheQuickFox.3826 Posted August 8, 2021 Share Posted August 8, 2021 (edited) When you cannot log into your account, you can still create a support ticket anonymously. Be sure you provide ALL of the required information for support to identify the problem. Not providing enough details will only delay the handling of your ticket. Be aware that because of the increased number of support requests after the pre-sale of End of Dragons, support times can be longer. https://help.guildwars2.com/hc/en-us/requests/new There have been quite some users who got their account blocked "for security reasons" after using services that change their IP address to one far from their usual location. For example by using a VPN or a cloud gaming service like GeForce Now, so that could be one of the reasons what happened to your account, but I'm sure there can be other reasons as well. (Which I don't know but support does) Edited August 8, 2021 by TheQuickFox.3826 1 Link to comment Share on other sites More sharing options...
Ezikeo.5047 Posted August 8, 2021 Author Share Posted August 8, 2021 Hello, thank you for the reply. I have been using this application called "ExitLag" - I am playing from California and I am getting pings up to 150sih, but with the program it goes down to 110. Do you think this is the reason for my suspension? Link to comment Share on other sites More sharing options...
TheQuickFox.3826 Posted August 8, 2021 Share Posted August 8, 2021 (edited) Yes, I think so. https://en-forum.guildwars2.com/topic/92602-exitlag-and-other-vpn/ https://en-forum.guildwars2.com/topic/98933-solved-this-account-has-been-blocked-for-security-purposes-merged/ There have been many users of VPN and similar services (that change your IP) been automatically banned. The terms of service do not list those services as illegal but they seen to get cought in automated security checks. From here it is just speculation, but it makes sense to assume that there is some kind of script running that looks for location changes that look suspicious. For example: When you live in France and you connect one hour later from the USA, it may indicate that someone from the USA got your password and is trying to get your account. But users of VPN and such would get innocently cought by scripts like this and the same could be for players who are on travel and want to play some GW2 on their holiday location. Support can see why your account is blocked. Edited August 8, 2021 by TheQuickFox.3826 Iterative writing Link to comment Share on other sites More sharing options...
Asura.1083 Posted August 8, 2021 Share Posted August 8, 2021 1 hour ago, Ezikeo.5047 said: Hello, thank you for the reply. I have been using this application called "ExitLag" - I am playing from California and I am getting pings up to 150sih, but with the program it goes down to 110. Do you think this is the reason for my suspension? Got my account blocked too. Using VPN called "Mudfish" . I'm playing from Malaysia without VPN my ping is 250-300 , but with the VPN my goes like 190-220 . Been 5 days now the support still not replying my ticket . worse support ever . Link to comment Share on other sites More sharing options...
Ezikeo.5047 Posted August 9, 2021 Author Share Posted August 9, 2021 5 days? Oh man that is a while. Link to comment Share on other sites More sharing options...
Ezikeo.5047 Posted August 10, 2021 Author Share Posted August 10, 2021 On 8/8/2021 at 3:25 PM, Asura.1083 said: Got my account blocked too. Using VPN called "Mudfish" . I'm playing from Malaysia without VPN my ping is 250-300 , but with the VPN my goes like 190-220 . Been 5 days now the support still not replying my ticket . worse support ever . Has support contacted you yet? Link to comment Share on other sites More sharing options...
Asura.1083 Posted August 10, 2021 Share Posted August 10, 2021 1 hour ago, Ezikeo.5047 said: Has support contacted you yet? they have . now my account has been unblocked .took them long enough to reply the ticket . Anet need to hire more support for case like this . 1 Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted August 10, 2021 Share Posted August 10, 2021 High volume (that is being experienced now) only happens periodically (like when expansions are upcoming). By the time more CS Team members were trained, the volume would be back to normal, and those new CS Team member would be let go. During normal times (non-high volume), the CS Team is pretty good at responding within a day, and at most, 72 hours. Link to comment Share on other sites More sharing options...
Eziair.2509 Posted August 12, 2021 Share Posted August 12, 2021 (edited) Do Support have to give a reason for a suspension? A guild mate got blocked on the 7th but got it back on the 11th and Anet refuse point blank to tell her why. "undefined security issues" But in the ToC is states "Suspended account holders will receive an in-game message that explains that the account has been rendered inaccessible and also provides a specific reason for the account mark and the duration of the temporary account suspension". Saying "undefined security issues" is not specific. She's says shes never used a VPN or Proxy. "we noticed your account during a routine check" and "don't use VPN or Proxy they are tied to malicious activities" and if you do "that" again we will suspend you again... Well I have to admit up to today I didn't even know what Proxy was let alone use one of those... So well... I kinda feel mistreated by this system v.v" She has asked twice for a reason but twice Support have turned her down. Edited August 12, 2021 by Eziair.2509 Link to comment Share on other sites More sharing options...
Ezikeo.5047 Posted August 13, 2021 Author Share Posted August 13, 2021 (edited) 14 hours ago, Eziair.2509 said: Do Support have to give a reason for a suspension? A guild mate got blocked on the 7th but got it back on the 11th and Anet refuse point blank to tell her why. "undefined security issues" But in the ToC is states "Suspended account holders will receive an in-game message that explains that the account has been rendered inaccessible and also provides a specific reason for the account mark and the duration of the temporary account suspension". Saying "undefined security issues" is not specific. She's says shes never used a VPN or Proxy. "we noticed your account during a routine check" and "don't use VPN or Proxy they are tied to malicious activities" and if you do "that" again we will suspend you again... Well I have to admit up to today I didn't even know what Proxy was let alone use one of those... So well... I kinda feel mistreated by this system v.v" She has asked twice for a reason but twice Support have turned her down. Did your guildmate use any addons? Edited August 13, 2021 by Ezikeo.5047 Link to comment Share on other sites More sharing options...
Eziair.2509 Posted August 13, 2021 Share Posted August 13, 2021 (edited) 10 hours ago, Ezikeo.5047 said: Did your guildmate use any addons? No addons that would get her account blocked. She only uses ones that Anet have given the OK. TacO Mount Radial Edited August 13, 2021 by Eziair.2509 Link to comment Share on other sites More sharing options...
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