Getting my account back

I have no idea where to turn at this point. About a month ago I started playing again to fill in my HoM. Only character I have that has anything to build on is my warrior. After almost 2 years of inactivity my account was hacked and everything was crushed or sold. I'm starting from nothing really. I'm at 18/30 on my HoM.

I log on yesterday and got a code 045. Its a ban. After a few hours I figure out how to contact support. Their support site is an absolute mess. I used to be able to call support. Found out that is no longer an option because it doesn't exist anymore even at NCSoft. Support is giving me this......

This is the response I get after I tell them I do know what they are asking for or which form to fill out. Again support page is a complete mess.


I have no idea what to do here there are no damn instructions for anything. I tried getting into my master account but I forgot the password and need to answer my security questions. Been way over 5 years since I have even set that up so I have no idea what it is.

I cannot log on the support forums either because of ban. It will not allow me to login so I can get help. I have seen where guru members have posted on the support forums for other people so they can get help. If anyone can help me I would be grateful.

http://guildwars.custhelp.com/

Click on the "Ask a question" tab at the top of the page, follow the onscreen instructions.

First of all, your account is prolly been blocked due to the fact that it was hacked and therefore flagged as suspicious. You did something (like e.g. resetting your password) that triggered the flag so you are blocked as precaution.

The thing is that you need to contact support (yip, I know you know, but stick with me). It looks like the supportpage is changed very recently (I checked it out a few days ago for another post and it looked different).

After clicking through the options I came to this page:
https://help.ncsoft.com/app/answers/detail/a_id/214

If you keep having problems with contacting them I could post on your behalve on the official supportforum. please pm me on here if you want me to.

They will end up asking to call you, most likely. This happened to me the other day and they were actually pretty helpful in setting things right and returning my account. As it was said above, the ban was probably a result of a changed IP or reset password..merely a security feature so that you do not actually do get hacked.

100% agree. Last time I had any issues I called support and problem was fixed within 20 minutes. I even spoke to some one that spoke english *gasp*. I know very rare for phone support.

This is how I first contacted support to get help. I also sent an email at the same time with the same information. They tell me to fill out a form that doesn't exist.


Honestly I wouldn't care at all if it didn't effect GW2 when I link my accounts. I also cannot get into my master account which is another issue. I've never liked that system. All they have to do is hack your master account and they get access to every single game you have linked. Last time that is how I was hacked. They got my master account. Now with Aion free to play I'm pretty sure some one is running around on my account in that game right now.

There still phone support, but due to the increased population of all the games they support. NcSoft now ask you for your phone number so they can call you instead. Hiring more and more employees to deal with every ones "I stubbed my toes issues" wasn't a viable business structure.
As long as you can provide the Serial/ Keys to the games they hand over the account back pretty quickly. That is if the account is locked for your protection and not for a User Agreement violation.

Yes, you can appeal the decision, to have another support badge look at your account, if the first employee doesn't give your account back.

Yes, this is now the correct place to get your account back.
http://guildwars.custhelp.com/app/account/support

No kidding. I worked customer support for Directv for 4 years. "Push the input button. What is that? Button on the remote that says input. Press it. I don't see it." That issue alone was probably about 15% of my calls every single day.

My last response to them I was fed up and told them to call me gave phone number and left it alone. I haven't heard from them yet. They did fix the account and restored it.

I really want to thank Anet because the ban was prevention. Access from a foreign IP address. Japan to be exact. Could be a proxy from china though. My computer was hacked directly it seems. Even though I have firewalls up at all times, anti-virus scans each day, registry cleaner every day, and do not download things I don't know. Think the hackers are winning that war. More and more game accounts are getting hacked. D3 just had a major account breach. The players don't even have to do any of the no nos for it to happen these days.

In any case thanx to everyone that tried to help out. GW still has a good community unlike a lot of games.