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Feedback talk:Gaile Gray/Support Issues
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[edit] How Do I Contact Support?
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[edit] Hacked; Incidents 091208-001954, 091208-002001)
Hello Gaile, I'm at my wits end after summitting a support ticket 6 days ago for a password reset on a storage account. In the past Guild wars support had always been very prompt. Now l can't even get a response to see if my account has been hacked. I'ts very stressful and frustrationg to go day after day with nothing because l have my account linked to my NcSoft account. Why is it possible to reset a password if the account is not linked to an NcSoft master account. I just cannot for the life of me understand this. I have excellent antivirus/firewall software. My passwords are always strong. My other two accounts are fine and so is my Aion account. I did change the passwords on my accounts just a few weeks back. I've sent all the relevant necessary details to support, just......nothing.... *SOB* My most valuable items are on this account. It has a separate email to my other accounts. Hardly anyone would know any of the character names, its rarely used and only in guild halls..Please, please, please...l just want a password reset so l can see... SiMana 118.208.11.63|118.208.11.63]] 23:51, 4 February 2010 (UTC)
Hi, Gaile. My game account and my wife's, have been hacked today at the same time (one hour of difference). Both of them are linked to same PlayNc account so, my suspicion is that the security breach occurred in the very system of NCsoft. I do not know yet the extent of damage, but if any items, or the PJ's, had gone, NCsoft must take responsibility and recover everything we lost. Despite all the security measures we have implemented the players, in the last days have been hacked too much accounts. If this is not a failure of ncsoft, whose is it? Best regards, --Magolossum 23:09, 8 December 2009 (UTC)
- Isn't that technically account sharing? Or does that only apply to the actual game accounts and not the master account? The fact that they were breached together does not necessarily mean it was because of them being linked on the master, your hardware at home is on the same network, and a local breach would likely affect both accounts as well. Only an in-depth investigation could narrow down the possible cause.
Rose Of Kali 01:48, 9 December 2009 (UTC)
- You can link one plaync account to two gw accounts. I know, got mine linked to my 'defective' account and main account. --
riyen ♥ 02:31, 9 December 2009 (UTC)
- Yes, but you are the only one playing both accounts, while these guys are husband and wife. Rose Of Kali 02:56, 9 December 2009 (UTC)
- Recall that the password change was made directly from my PlayNC account and add the fact that I'm from Spain and the ip's that are outlined in the mails notificating the passwords change are from China, close to Korea. Besides, my PC was formatted one week ago, have antivirus and my wife does not use her account for several weeks. According to the times that were changed de passwords, was first hacked my wife's account and one hour later, mine's; and in the same alphabetical order in which they would be listed in the PlayNC account. Oh, and I have another game account linked with a different PlayNC account and has not been hacked (for now).--Magolossum 07:57, 9 December 2009 (UTC)
- So it seems like they cracked the PlayNC login, changed your passwords, and then accessed the game accounts. Rose Of Kali 13:50, 9 December 2009 (UTC)
- That's it. In addition, I could not log yet into my PlayNC account. Do not works any of the usual password I use, or the answers to key questions to ask a new password. It's as if they had also changed the password to my PlayNC account. --Magolossum 14:57, 9 December 2009 (UTC)
- Most likely they hacked your PlayNC account, changed the password on it so that you can't stop them, and then changed passwords on your GW accounts and robbed them. Now just wait what support says, there's nothing more you can do. Rose Of Kali 15:07, 9 December 2009 (UTC)
- Most likely they hacked your PlayNC account, changed the password on it so that you can't stop them, and then changed passwords on your GW accounts and robbed them. Now just wait what support says, there's nothing more you can do.
- That's it. In addition, I could not log yet into my PlayNC account. Do not works any of the usual password I use, or the answers to key questions to ask a new password. It's as if they had also changed the password to my PlayNC account. --Magolossum 14:57, 9 December 2009 (UTC)
- So it seems like they cracked the PlayNC login, changed your passwords, and then accessed the game accounts.
- Recall that the password change was made directly from my PlayNC account and add the fact that I'm from Spain and the ip's that are outlined in the mails notificating the passwords change are from China, close to Korea. Besides, my PC was formatted one week ago, have antivirus and my wife does not use her account for several weeks. According to the times that were changed de passwords, was first hacked my wife's account and one hour later, mine's; and in the same alphabetical order in which they would be listed in the PlayNC account. Oh, and I have another game account linked with a different PlayNC account and has not been hacked (for now).--Magolossum 07:57, 9 December 2009 (UTC)
- Gaile, is it normal that the technical service has give me only the security recommendations for the accounts and a request for a new e-mail two days ago and from this day I have not received any news about my stolen accounts? Thanks. --Magolossum 19:58, 11 December 2009 (UTC)
- Unfortunately, it seems, that is the standard reply that you get from support these days about security recommendations on your side.Reborn007 --The preceding unsigned comment was added by 86.13.174.118 (talk).
- Hello to everybody,
- I am very worried about this particular case, because this user is a founder member of the spanish Guildwiki, and a personal friend. And I am worried because of the posibility of losing the characters, and the long time for an answer that this is taking. To be honest, one week without a clue or an answer (not automatic one...) or some kind of official comment here, knowing that this case is like many others around, plus the lack of known procedures of recovering accounts (at least, not known by us, users)... All this is making me think that maybe this support service (I mean both Anet and NCsoft) need to be seriusly improved to face the future. After more than four years invested in GW (I know it's just a game and free time) if this happens to me, I'd quit. Completely. No GW2, no NCSoft ever, no matter what.
- I know I'm just another client, no more (and no less) than that. But my free time is limited, and I am free to choose how to spend it. And as a client, and as a SW designer and developer, I demand a certain level of quality. I am talking about care and attention to the costumer. And options for us: a wow user has the option to buy an authenticator, a wiki user can ask for a new temporary password in his email. PlayNC master account should be improved, and support team should have answers and solutions, not just automatic responses.
- I have always been very satisfied with GW, the product, from a profesional point of view is superb. But if I cannot even get a simple "Don't worry, if you suffer this kind of problem, and you prove to us that this is your account, we can restore your important stuff (and characters)" then I'll consider if I really want to spend my free time here and not somewhere else. This could become another great game screwed up for no technical issues, wont be the first, and wouldn't be the last one. But right now, it's not too late, please, at least give him an answer (and the rest of people in his case). Thank you very much for your time and patience reading me. --Zarza 16:46, 15 December 2009 (UTC)
- Unfortunately, it seems, that is the standard reply that you get from support these days about security recommendations on your side.Reborn007 --The preceding unsigned comment was added by 86.13.174.118 (talk).
- Yes, but you are the only one playing both accounts, while these guys are husband and wife.
- You can link one plaync account to two gw accounts. I know, got mine linked to my 'defective' account and main account. --
(Reset indent) Magolossum, I have reviewed the tickets, as well as my poor grasp of the Spanish language allows me to do. :( I will send this to the team manager and ask for a response, as I feel the tickets may have been missed. I apologize for the delay in responding to you. If the team has asked you for a new email address, they may feel that your email account was jeopardized, so if they did ask for that you may wish to provide them with an alternate email address. But I will follow up and ask that someone respond as quickly as possible. -- Gaile 
19:03, 16 December 2009 (UTC)
- Hi, Gaile. Thanks a lot for your interest. I do not think my tickets are lost (in fact, a query from my survivor account, so far, neither has been answered for three days), so after a week without news from techical service in Spanish (just when I sent a new e-mail address), I decided to forget it and turn my issue to technical support from UK. I hope they can help me better. Kind regards. --Magolossum 21:44, 16 December 2009 (UTC)
- Thank you very much :). Could it be that the spanish tech support is slower because of the "changes" than NC Europe suffered last year? Anyway, we'll keep this note updated. BTW, and just in case, Merry Xmas ;) --Zarza 12:43, 17 December 2009 (UTC)
- The UK support team has contacted me this morning and requested me the usual stuff. I have just finished to send all the information requested. I hope all is Ok and have my account restored soon. Thanks, Gaile. --Magolossum 21:04, 17 December 2009 (UTC)
- Still no answer. How long does it take to restore an account? --Magolossum 20:44, 21 December 2009 (UTC)
(Reset indent) Dear Gaile. I thought that changing from the technical service in Spanish into the UK would be better to recover my accounts, but I see that I was wrong and that the technical services of NCsoft in general does not work. Many days has passed since the theft of my accounts and I have not yet recovered them, despite having sent all the requested information. I feel demoralized and abandoned by NCsoft. I am so disappointed that even recovering the accounts I do not know if I will return to play GW. In fact, I enter the game with the survivor account only for a daily update of the Zaishen missions for the guildwiki. I'm seriously considering not to buy the future GW2, and devote myself to other games. Gaile, tell me honestly if you think it's normal what is happening with the technical service and if you do not see good reasons for people to stop playing GW. These days I have been looking through many forums of GW and the general impression in all of them is the same: the NcSoft service technician is nonexistent. NCsoft is giving a bad image. Understand that I can no longer recommend the GW to my friends, nor the future GW2. You are losing many potential customers. I, personally, are about to quit the game if not resolved immediately the theft of my accounts. Gaile, you are still in time to save face. Please, I ask you to do what is necessary so that I can retrieve my accounts as soon as possible. I do not want to miss this Christmas events, as would be the final reason for not returning to the game. Thank you very much and merry Christmas. --Magolossum 17:44, 23 December 2009 (UTC)
- Still no answer from technical support, Gaile. Could you, pls., do something? --Magolossum 23:43, 29 December 2009 (UTC)
- I have sent an email about this matter to several team members, and I am hopeful that someone will respond soon. You mention needing assistant from Technical Support, but I believe this is not a technical support issue, but one that needs to be addressed by our Billing and Account Support Team. I am sorry that I cannot assist directly, but I do hope that you'll hear soon from someone who is able to work through the situation with you. -- Gaile
07:12, 1 January 2010 (UTC)
- Gaile, my apologies for posting in another thread, but since you did not answer my post and you did to another who had a similar problem, it bothered me a little. Sorry. With respect to "technical support", is a bad expression on my part, actually, I should have said "Account Support", which is where I presented my problem. Thanks for your efforts, but understand that after so many days without a solution, or anyone tells me anything (and losing the Wintersday event), it is very disheartening. --Magolossum 11:44, 2 January 2010 (UTC)
- Hello again, and Happy New Year. I am really sad to have to come here again for the same matter, but to be honest I just can't understand this. First of all, I am not speaking of may friend's behalf, this is just my personal opinion, and I would like to express it as politely as I am able. It's been nearly a month, a whole month, since this happened. Yesterday Magolossum got at last news from the spanish support... the automatic response about sending the numbers and codes... I understand these are special days, with holidays and everything, but... don't you think it's a little bit too much? (form Dec 9th till Jan 3th)
- On the other hand, the UK support have all the information requested about the accounts since Dec 17th. Again, a delay because of holidays I understand... but... still no word from them. It looks for us as if writing in your user page and asking you to look personally into the matter is the only way to get some kind of answers and this should not be like this. I try to understand what could be happening, but the only idea that comes to my mind, besides christmas, is that there could be SO many incidents than the teams can't just answer in reasonable time. But that thought worries me even more, maybe it's better the option that the team may be one person for each country and they both broke their legs and then went on holidays (because I don't think they have that much holidays). What I am really trying to say is that the problem is not only that my friend and his wife recover their accounts, this is a problem of trust and quality of service between the company and us, customers, this relation is being severely damaged and I really hope that, when finally the storm of the stolen accounts is over, you (not *you* but your team and department) have time to review what has happened, and how to improve the response in time of crisis (if that was the problem). I do not know if it's too late to rebuild that trust, let's hope so. Thank you very much for your attention Gaile --Zarza 09:59, 5 January 2010 (UTC)
- Gaile, my apologies for posting in another thread, but since you did not answer my post and you did to another who had a similar problem, it bothered me a little. Sorry. With respect to "technical support", is a bad expression on my part, actually, I should have said "Account Support", which is where I presented my problem. Thanks for your efforts, but understand that after so many days without a solution, or anyone tells me anything (and losing the Wintersday event), it is very disheartening. --Magolossum 11:44, 2 January 2010 (UTC)
- I have sent an email about this matter to several team members, and I am hopeful that someone will respond soon. You mention needing assistant from Technical Support, but I believe this is not a technical support issue, but one that needs to be addressed by our Billing and Account Support Team. I am sorry that I cannot assist directly, but I do hope that you'll hear soon from someone who is able to work through the situation with you. -- Gaile
- Not too long ago I received a reply from the Spanish support with the new passwords for NCsoft and GW accounts. I have enter to these accounts and have seen the damage. At first glance, we lost all our materials, money, supplies, gems, gold and green miniatures not dedicated, runes of vigor, elite books, scrolls of entry and other things yet to be determined. I'm sure that NCsoft will not take any responsibility for the theft of all this, or for losing the Wintersday event due to the delay, right? With reference to what was said by my good friend Zarza for the delay in resolving this problem, only add that the UK Support has asked me this afternoon a new email address, and that "For security reasons we will not accept any web - based e-mails such as hotmail, msn or gmail. " This is something new. Can you confirm this information? In any case, I deeply appreciate your efforts in this matter. Now I have other considerations that arise, but I will open the corresponding threads. Best regards, --Magolossum 21:32, 5 January 2010 (UTC)
- Yes, this has been a good Three Kings present. Thanks again for your attention, and let's hope that everything goes back to normal :) --Zarza 09:14, 7 January 2010 (UTC)
- Magolossum -- I am glad to hear that your ticket has been responded to, while sorry that there was loss on the accounts to which the hacker gained access.
- I am very glad that you shared that comment about setting up a new, acceptable email account with me. I am not aware that we do not accept web-based email accounts. In fact, I specifically believed we would accept their use for a game or NCSoft Master Account. However, I need to check with team members in both Austin and Brighton to find out the facts. I believe I will have an answer early next week, and again, thank you for making me aware of that quote, so that I can learn more and, if needed, help ensure we have a consistent and reasonable policy in use by both teams. -- Gaile 03:56, 9 January 2010 (UTC)
- Hello Magolossum. I have checked your ticket and it does not appear it has been answered, so I mentioned it in an email to the team lead. Also, we will be addressing the "no web-based email" requirement that you were told about. We have come to feel that the policy -- and it wasn't consistently applied -- needs to be changed. I believe that we will consistently be accepting web based emails such as Yahoo, Gmail, and Hotmail from now on.
- Please let me know if you have not gotten assistance by end of business on Tuesday. -- Gaile 18:55, 11 January 2010 (UTC)
- Hi, Gaile. The only ticket I have active at this moment is #091208-002614. My last consulting was about to erase, for security reasons, all of the tickets were I put the key codes and key card photos. I have not received reply yet about that. Thanks. --Magolossum 20:07, 12 January 2010 (UTC)
- Hi again. I have checked back with the team about this. I see you've sent a note, and I want to know the status. -- Gaile 05:06, 21 January 2010 (UTC)
- Hi again. I have checked back with the team about this. I see you've sent a note, and I want to know the status. -- Gaile
- Hi, Gaile. The only ticket I have active at this moment is #091208-002614. My last consulting was about to erase, for security reasons, all of the tickets were I put the key codes and key card photos. I have not received reply yet about that. Thanks. --Magolossum 20:07, 12 January 2010 (UTC)
- Yes, this has been a good Three Kings present. Thanks again for your attention, and let's hope that everything goes back to normal :) --Zarza 09:14, 7 January 2010 (UTC)
(Reset indent) Hi, Gaile. I have stressed several times to Account Support to remove the tickets or at least erase the data and pictures of my key cards, but they refuse saying that "your application does not correspond to the services we can offer and I'm afraid we can not help in this issue". I do not understand this refusal as I think it's not very difficult to clear a ticket or part of it. I would be grateful if you could confirm if this refusal is justified. By the way, if I understood correctly the threads below, it's possible to change the name of a main NCsoft account. It' possible to do the same with a support account? Thank you very much and best regards. --Magolossum 18:53, 26 January 2010 (UTC)
- Hello. I am not a support agent, and I do not have their level of experience in dealing with literally thousands of tickets. I do have access to many of the tools that they use, however, and I do not know of any way to "erase" or remove content from a ticket. I have tried to do that in the past, and I could not identify such a function in the support system. For example, I made an error in one of my notes on the ticket and I could not remove content or delete the note, I had to make a second note on the ticket to correct the first comment. I also do not know of a way to remove entire tickets from the system, or to remove images from a ticket, either. I am pretty sure that if the team members is telling you it's not possible, it truly cannot be done.
- I just checked with a team member, and he tells me it is not possible to change the user name on an NCsoft Master Account. If you have security concerns, please express them in detail to the agent with whom you are conversing in the ticket, and he or she will tell you the best route to take to re-secure the account. But if you are asking for the team to do something that is not possible within the system, I'm afraid that they will not be able to assist you in that specific task. -- Gaile 19:20, 26 January 2010 (UTC)
[edit] New Security Measures
As you will have noted if you were playing within the last hour, we have instituted a new security measure for your account. And personally, I'm pretty darn happy about this! When you log into the game, you will be ask to supply the name of one of the characters on your account. "Why?" you may ask. Well, because nearly all of the accounts that have been stolen in recent months have been stolen by RMT (Real-Money Traders) who are getting access through external sources. And those RMTs will be very unlikely to know the names of characters on your account! Simple, eh? You give a name -- and remember to spell it exactly correctly, and to use proper capitalization -- and you will get access. If you have trouble or forget the names, support will be happy to assist you, of course.
Please head to the FAQ for more info. And if you have feedback, you're welcome to share it here. -- Gaile 03:01, 22 December 2009 (UTC)
- It's a great addition. This and the behind the scenes stuff should be a "big" step in the right direction as far as security goes. — PmaN 03:08, 22 December 2009 (UTC)
- Good stuff. Folks in my guild, alliance, and others have had only good things to say. (Folks are also hoping to see more, especially with the NCSoft.com logins and account management.) Thanks to everyone who helped make this happen. — Tennessee Ernie Ford (TEF) 03:48, 22 December 2009 (UTC)
- Thanks for this :) --Ellisia
12:56, 22 December 2009 (UTC)
- I don't think the name of a character is a good idea. The GW forums and wikis are plenty of players nicks and profiles showing the name of main character and even all the account characters. In addition, a lot of people use the name of its main character as e-amil address account. NcSoft must think in a better key question. --Magolossum 00:16, 24 December 2009 (UTC)
- This measure was primarily targeted against RMT's who steal login info from other sites and try to see if it works in GW, which apparently was the reason for the recent "wave" of account thefts. No RMT is going to send people scouring the web to find a character name that matches an entry in a database of thousands of stolen logins. And their bots wouldn't be capable of that, either. So yes, I'd say it's effective at what it's supposed to do. Rose Of Kali 17:51, 24 December 2009 (UTC)
- And these character names can be easily found on those sites you mentioned. Bots just need to factor in another field - the character name in the profile field. Or they can manually read: China is so big that they can simply hire more people to do this. You would be very surprised how capable bots can be.Pika Fan 18:50, 24 December 2009 (UTC)
- I think the chances of someone getting account credentials and a character name are very small, but I did make the recommendation months ago that people not expose their character names on fan forums or through other means. Again, I believe it's not a likely security concern, but the suggestion is out there. -- Gaile 18:55, 24 December 2009 (UTC)
- I think the chances of someone getting account credentials and a character name are very small, but I did make the recommendation months ago that people not expose their character names on fan forums or through other means. Again, I believe it's not a likely security concern, but the suggestion is out there. -- Gaile
- And these character names can be easily found on those sites you mentioned. Bots just need to factor in another field - the character name in the profile field. Or they can manually read: China is so big that they can simply hire more people to do this. You would be very surprised how capable bots can be.Pika Fan 18:50, 24 December 2009 (UTC)
- This measure was primarily targeted against RMT's who steal login info from other sites and try to see if it works in GW, which apparently was the reason for the recent "wave" of account thefts. No RMT is going to send people scouring the web to find a character name that matches an entry in a database of thousands of stolen logins. And their bots wouldn't be capable of that, either. So yes, I'd say it's effective at what it's supposed to do.
- I don't think the name of a character is a good idea. The GW forums and wikis are plenty of players nicks and profiles showing the name of main character and even all the account characters. In addition, a lot of people use the name of its main character as e-amil address account. NcSoft must think in a better key question. --Magolossum 00:16, 24 December 2009 (UTC)
- Thanks for this :) --Ellisia
- Gaile, I do not know where you recommended not to put the names of the characters on the forums, but after almost five years, is not a bit late? So what is the recommendation of NCsoft? That users should delete any reference of their characters in all GW forums and wikis? If so, should not be warned at the start screen of the game in red letters such as changing passwords? I'm not saying that the key question is a bad idea, but I think that perhaps is better that it be in-game configurable, not limited to character names. Regards. --Magolossum 00:01, 27 December 2009 (UTC)
- Good stuff. Folks in my guild, alliance, and others have had only good things to say. (Folks are also hoping to see more, especially with the NCSoft.com logins and account management.) Thanks to everyone who helped make this happen. — Tennessee Ernie Ford (TEF) 03:48, 22 December 2009 (UTC)
- How annoying... no, stronger, but stronger words are probably not allowed here. I've been away for about two or three weeks, and you spring this on me. Nay, us. How many will just say "<censored> you, ArenaNet|NCsoft, I've had enough"? Hmmm, but ArenaNet probably doesn't care, since we don't pay a monthly (or any recurring) fee anyway. Oh, and how long til support does help me (if at all), and lets me play the game again? And a question: my account name, according to plaync.com, ends with "@plaync". Is that correct? According to the popup when I leave off the @ part, it isn't. I'm stumped. Because I think I recall one of my char names, and I've reset my password to be sure I have it right, but it still doesn't let me in. Bummer? Nope, but as mentioned, stronger words are surely not allowed. --Ohyegods 21:36, 1 January 2010 (UTC)
- We did not "spring it" on you. We "spang it" on the hackers. :) If we'd given warning, the hackers would have made sure to harvest character names from all the accounts they had in their queue, ready to steal, and from all the stolen accounts they've been using to put up those annoying "Buy gold from my RMT company" ads in the game!
- How annoying... no, stronger, but stronger words are probably not allowed here. I've been away for about two or three weeks, and you spring this on me. Nay, us. How many will just say "<censored> you, ArenaNet|NCsoft, I've had enough"? Hmmm, but ArenaNet probably doesn't care, since we don't pay a monthly (or any recurring) fee anyway. Oh, and how long til support does help me (if at all), and lets me play the game again? And a question: my account name, according to plaync.com, ends with "@plaync". Is that correct? According to the popup when I leave off the @ part, it isn't. I'm stumped. Because I think I recall one of my char names, and I've reset my password to be sure I have it right, but it still doesn't let me in. Bummer? Nope, but as mentioned, stronger words are surely not allowed. --Ohyegods 21:36, 1 January 2010 (UTC)
- We've cut hacked accounts by more than 90% with this measure. I'm sorry that you're having issues in getting into your account, but please note my suggestion below (using a screenshot to self-identify), and be assured that support will assist you when they have an opportunity to do so. Since the Wintersday finale event is being repeated, there is less pressing urgency to get into the account immediately, and you will be helped. -- Gaile 00:45, 2 January 2010 (UTC)
- We've cut hacked accounts by more than 90% with this measure. I'm sorry that you're having issues in getting into your account, but please note my suggestion below (using a screenshot to self-identify), and be assured that support will assist you when they have an opportunity to do so. Since the Wintersday finale event is being repeated, there is less pressing urgency to get into the account immediately, and you will be helped. -- Gaile
- Forgive my cynicism Gaile, but I'm not sure I can take the 90% statistic with a grain of salt. Without proper evidence to the contrary, I'm not sure I can take that statistic to heart. The community has been shattered of confidence with Anet as of late. Let me be the first to tell you that I fully appreciate the work that you do for the community, and how much I value your dedication and hard work. However, without proper public data, how do you expect us to judge the credibility of such statement? Are we supposed to just believe it and hope everything will get better?
Gaile, what I trying to suggest is that its frustrating for the community to hear from you that things are being 'worked on' to little avail/communication/results. I think most of all, it baffles me that the issue of an internal vulnerability did not come until the community presented evidence that proved otherwise. Gaile, I understand that you do say further down the page that there is 'proving' evidence that this is not the case. However, the community needs reassurance; clear and convincing evidence. Anet needs to stop making statements and present the community with facts, clear cut and dry. We have really been missing empirical evidence to suggest that a) hacks are being reduced and b) assuring the community with some of of definitive plan moving into the new year.
I apologise if I come across as forceful, as this is not my intent. Rather I'd like to see a team that can give us an action plan, rather than promises. May the beginning of this year be more fruitful and may your blood sweat toil and tears go far.
--rawr 
05:39, 2 January 2010
[edit] Forgetful? I have a suggestion!
If you are having trouble remembering a character name on your account, I have a suggestion. Naturally, you're welcome to write to support for help. But you might consider trying some self-help first: Check your screenshots in your Guild Wars folder on your computer. If you're like most players, you've taken a screenshot or two (or two hundred ;) ) and if you can find any of your characters' names in an image, you're good to go to use that name for account log-in.
For those with multiple accounts, you may be a bit confused about "Which character was on which account?" I still suggest you try searching your screenshots to see if you find a name, or find a "memory nudge" for names currently on your accounts. If you do end up writing Support, please provide them with as much information as possible, including your user name and any character names as you can come up with, even if it's a partial name, a name that you feel is close to what is on your account, or a name of a character you've deleted. Do try to write from the email that is your user name, if possible, to provide information that helps establish your ownership of the account.
I hope this helps! The response to the added security measures has been very positive, and we're glad that everyone understands the usefulness of this new log-in process. -- Gaile 20:53, 22 December 2009 (UTC)
- Another idea that could be considered (at least by those with multiple accounts) would be getting those small yellow pieces of paper that have a stickie bit at the top on the back. Then you can write "Account 1 - Example Name" on one, "Account 2 - Name Example", "Account 3 - Another Example", etc.
- To any who didn't guess - write sideways on them so you don't have bits of paper obscuring the top of the screen.
- For those about to ask if Guild Wars is worth sticking (easy to remove) bits of paper onto your moniter: Surely it must be, if it's worth having more than one account.
A F K When Needed 21:31, 23 December 2009 (UTC)
- An extended version of the tip I gave here earlier on the same day you made this suggestion :P.
- Hmmm.... did the one inspire the other? or do great minds think alike :)? --
Qaletaqa Hania 21:43, 24 December 2009 (UTC)
- I don't hang around Regina's Talk Page, tbh A F K When Needed 15:02, 25 December 2009 (UTC)
- Sry for the confusion, it was aimed at Gaile not you. -- Qaletaqa Hania 23:14, 25 December 2009 (UTC)
- Sry for the confusion, it was aimed at Gaile not you. --
- I don't hang around Regina's Talk Page, tbh
[edit] European Players: Can you help?
It occurred to me that Martin is on holiday, so we don't have someone to post in German. And we don't have Community Team members (or a Support Liaison :) ) who speak French, Spanish, or languages other than English. I wonder if any players who are active in non-English fan forums would help us by translating my screenshot suggestion (above) on those forums. The basic suggestion is: "If you're having trouble remembering your character names for the log-in question, check your screenshot folder and see if you can find an image that shows one of your character names." We've noticed that the number of US tickets has dropped, so we believe this is a helpful idea and we'd like more players to have the suggestion to work with.
Thanks for any help you can give! -- Gaile 18:36, 24 December 2009 (UTC)
- What constitutes "other languages?" I could help with Polish and Russian. But I wouldn't know where to put the translations. Rose Of Kali 19:05, 24 December 2009 (UTC)
- The only language in which we've posted this suggestion, at present, is English. So any "other" language than English would be wonderful. I'm not sure about where to post for Polish or Russian -- let me think about that and ask Regina if she has a suggestion. -- Gaile 19:24, 24 December 2009 (UTC)
- The only language in which we've posted this suggestion, at present, is English. So any "other" language than English would be wonderful. I'm not sure about where to post for Polish or Russian -- let me think about that and ask Regina if she has a suggestion. -- Gaile
- I'm Flemish but I translated it into Dutch but i'm not member of a Dutch GW fansite, so i'm gonna put it here incase someone else is, it may not be perfect but I did my best. Flemish and Dutch can differ quite a bit so I tried to make it so both Flemish and Dutch people understand it (If you think this isn't true then i'll make a Flemish translation to show you):
- Als je problemen hebt met het herinneren van een naam van een character (personage) op uw account dan heb ik een suggestie. Natuurlijk ben je altijd van harte welkom om support te contacteren. Hier zijn een paar zelfhulp regels: Controleer de screenshots in de Guild Wars folder op jouw computer, want zoals de meeste spelers heb je waarschijnlijk een paar screenshots genomen (of twee honderd ;) ). Als je een naam van een character (personage) terugvind dan kan je die gebruiken om in te loggen op jouw account.
- Voor spelers met meerdere accounts kan het verwarrend zijn, "Welk character (personage) hoort bij welke account?". Als dit het geval is, stel ik nog altijd voor om een kijkje te nemen naar uw screenshots om te zien of je een naam kunt vinden, of een "geheugensteuntje" om toch één van de namen van jouw characters (personages) op jouw accounts terug te vinden. Als je dan toch beslist om support te contacteren, geef hen dan zoveel mogelijk informatie, waaronder uw gebruikersnaam en namen van characters (personages) dat je je kan herinneren, zelfs al is het een gedeeltelijke naam, een naam die dichtbij in de buurt komt, of een naam van een character die je hebt verwijderd. Probeer, indien mogelijk, een e-mail te schrijven vanaf het e-mail adres dat ook uw gebruikersnaam is, om te kunnen bewijzen dat jij de eigenaar bent van de account.
- Ik hoop dat dit helpt! De reacties op de extra beveiligingsmaatregelen zijn zeer positief geweest, en we zijn blij dat iedereen het nut van de nieuwe log-in procedure begrijpt.
- That's the translation, I hope it helped someone. -- Qaletaqa Hania 21:00, 24 December 2009 (UTC)
- That's the translation, I hope it helped someone. --
- Ow I forgot to mention, character(s) is translated into personage(s) but I never heard a Dutch and/or Flemish person say "personage" when referring to a character in a game. -- Qaletaqa Hania 21:13, 24 December 2009 (UTC)
- Iff yuoo ere-a hefeeng truooble-a remembereeng a cherecter neme-a oon yuoor eccuoont, I hefe-a a sooggesshun. Netoorelly, yuoo're-a velcume-a tu vreete-a tu sooppurt fur help. Boot yuoo meeght cunseeder tryeeng sume-a selff-help furst: Check yuoor screenshuts in yuoor Gooeeld Vers fulder oon yuoor cumpooter. Iff yuoo're-a leeke-a must pleyers, yuoo'fe-a tekee a screenshut oor tvu (oor tvu hoondred ;) ) und iff yuoo cun feend uny ooff yuoor cherecters' nemes in un imege-a, yuoo're-a guud tu gu tu use-a thet neme-a fur eccuoont lug-in.
- There you go <3 --snograt
21:34, 24 December 2009 (UTC)
- Here, Spanish:
Si estás teniendo problemas al recordar el nombre de un personaje en tu cuenta, tengo una sugerencia. Naturalmente, puedes escribirle a Soporte para que te ayuden. Pero puedes intentar un poco de auto-ayuda primero: Verifica tus capturas de pantalla en la carpeta de Guild Wars en tu ordenador (That's for Spain, for Latin America you can use "computadora"). Si eres como la mayoría de jugadores, has hecho una o dos (O doscientas ;)) capturas de pantalla, y si puedes encontrar cualquiera de los nombres de tus personajes en una imagen, eso te sirve para usarla al entrar en tu cuenta.
- Para los que tienen multiples cuentas, puedes estar un poco confundido con eso de "¿Qué personaje estaba en cuál cuenta?" Aún asi sugiero que trates de buscar en tus capturas de pantalla para ver si encuentras un nombre, o encuentras un "recordatorio" para los nombres que estén actualmente en tus cuentas. Si al final le escribes a Soporte, por favor dale cuanta información sea posible, incluyendo tu nombre de usuario, y cualquier nombre de personaje que puedas dar, incluso si es un nombre parcial, un nombre que sientas que se acerca a lo que hay en tu cuenta, o un nombre de un personaje que hayas eliminado. Trata de escribir desde el correo electrónico que es tu nombre de usuario, si es posible, para proveer información que ayude a establecer si la cuenta es de tu propiedad.
- ¡Espero que esto ayude! La reacción a las medidas de seguridad agregadas ha sido muy positiva, y nos alegramos que todos entiendad la utilidad de este nuevo proceso de entrada a las cuentas.
--
Large 21:55, 24 December 2009 (UTC)
- French translation here :
- Vous ne vous rappelez plus ? J'ai une suggestion !
- Si vous éprouvez des difficultés pour vous souvenir du nom de l'un personnage de votre compte, j'ai une suggestion. Naturellement, vous pouvez écrire au Support pour obtenir de l'aide. Mais vous pouvez essayer un peu d'auto-assistance en premier: Vérifiez vos captures d'écran dans le dossier de Guild Wars sur votre ordinateur. Si vous êtes comme la plupart des joueurs, et que vous avez fait un ou deux (ou deux cents;)) captures d'écran, et si vous pouvez trouver l'un des noms de vos personnages dans celles-ci, il y a de bonnes chances que vous ayez l'habitude d'utiliser ceux-ci comme nom de compte.
- Pour ceux qui ont des possèdent des comptes multiples, vous pouvez être un peu confus ou incertain concernant la question "Quel personnage se trouve sur ce compte?", je vous suggère quand même d'essayer de rechercher dans vos captures d'écran pour voir si vous trouvez un nom, ou un "détail" concernant les noms de personnages présents sur vos comptes. Si au final vous deviez contacter le Support, merci de communiquer autant d'informations que possible, incluant votre nom d'utilisateur et l'un des noms de personnage que vous pouviez donner ou utiliser, même si il s'agit d'une partie du nom, un nom approximatif de ce qui se trouve sur votre compte, ou un nom d'un personnage que vous avez supprimés. Essayez d'écrire à partir de l'email qui correspond à votre nom d'utilisateur, si possible, de fournir des informations pour nous aider à établir la propriété de votre compte.
- En espérant que cela vous aide! Les réactions au sujet des mesures de sécurités additionnelles ont été très positives, et nous sommes ravis que tout le monde a compris l'utilité de ce nouveau procédé de connexion.
- Davor Belegnaur 13:20, 25 December 2009 (UTC)
- Here, Spanish:
- Ow I forgot to mention, character(s) is translated into personage(s) but I never heard a Dutch and/or Flemish person say "personage" when referring to a character in a game. --
[edit] Russian
Если у вас возникла проблема с припоминанием имён ваших персонажей для нового вопроса аутентификации, проверьте свою папку со снимками экрана, нет ли там снимков с именем одного из ваших персонажей. Эта папка может находиться в:
C:\Program Files\Guild Wars\Screens (Windows XP) или
C:\Users\<пользователь>\Documents\Guild Wars\Screens (Windows Vista/Windows 7)
Rose Of Kali 22:58, 24 December 2009 (UTC)
[edit] Polish
Jeżeli u was wynikł problem z przypomnieniem imienia jednej z waszych postaci dla nowego pytania autoryzacji, sprawdźcie papkę ze zrzutami ekranu, czy nie będzie tam zrzutu z imieniem jednej z waszych postaci. Ta papka może znajdywać się w:
C:\Program Files\Guild Wars\Screens (Windows XP) lub
C:\Users\<konto użytkownika>\Documents\Guild Wars\Screens (Windows Vista/Windows 7)
Rose Of Kali 22:58, 24 December 2009 (UTC)
- Uhhh, is this Polish? Well, it is, but it seems you used an online translator which killed the meaning of the sentence. This translation should be more accurate:
- "Jeżeli masz problem z przypomnieniem sobie nazwy postaci do pytania podczas logowania, sprawdź w folderze ze zrzutami ekranu, czy nie ma tam obrazka w którym występuje nazwa twojej postaci."
- Athariel 18:17, 26 December 2009 (UTC)
- No... I am fluent in conversational Polish, but not "geek" Polish. Thanks for polishing up my Polish. Rose Of Kali 04:58, 27 December 2009 (UTC)
- No... I am fluent in conversational Polish, but not "geek" Polish. Thanks for polishing up my Polish.
[edit] French
Not sure where is the current source text but that should be something like that :
Si vous avez un problème pour vous rappeler des noms de personnages pour le nouveau système d'authentification, vérifiez votre dossier de captures d'écran, dans le but de retrouver le nom d'un de vos personnages. Ce dossier se trouve par défaut dans:
C: \ Program Files \ Guild Wars \ Screens (Windows XP) ou
C: \ Users \ <utilisateur> \ Documents \ Guild Wars \ Screens (Windows Vista / Windows 7)
Davor Belegnaur 13:29, 25 December 2009 (UTC)
[edit] Does NCsoft have a Security Issue?
- If Gaile's account gets hacked, will NCSoft believe that it is a security fault on their end?
I feel that if someone who has influence with NCSoft gets their account hacked, that something huge will have to be done. If Gaile's account gets stolen, will massive affirmative action be taken? -- Shadowlurk --The preceding unsigned comment was added by 70.188.149.9 (talk).
- Given that accounts are being hacked by a security flaw with NCSoft's website allowing you to gain control of somebody's account by simply logging into your own enough times, "when Gaile's account gets hacked" is a more appropriate question than "if". After all, it already happened to Linsey (and not long after that, a new account security feature was implemented)... At any rate, either way it's a silly question - of course something will be done. The value of staff accounts is far higher than the value of a normal player's account. Even their holiday hats are incredibly important. -Faer 00:07, 1 January 2010 (UTC)
- You think we'll find out when it happens? Btw, how did you know Linseys got hacked? Rose Of Kali 00:49, 1 January 2010 (UTC)
- She updated her facebook status telling everyone it did. :p -Faer 01:12, 1 January 2010 (UTC)
- You think we'll find out when it happens? Btw, how did you know Linseys got hacked?
(Reset indent) Maybe you missed this? Security measures have been taken. Security will be further enhanced in the new year; more information will be provided when it is available. And Faer, posting a flat statement that there's a security flaw on the NCsoft website simply because you believe a random forum post is not only irresponsible, it's wrong. That forum "poll" is far less useful than the polling we've been doing with Guild Wars hacking victims, at greater depth, and with far more detailed information. And even in the poll, you will notice there is no point of commonality.
I've said it before, I will say it again: In a sampling of hacked account, half did not have an NCsoft Master Account at all. So how does NCsoft's website even enter into the discussion? Because people don't have the facts, won't believe the facts, or prefer to make up their own "faux facts." There are simply too many cases of people having no association with NCsoft whatsoever to consider the NCsoft site responsible for the account hacks. Please don't continue to spread a rumour that is provably false. -- Gaile 03:23, 1 January 2010 (UTC)
- Gaile, the link Faer posted is pretty vague, but I think I found the tidbit of information he was referring to. This post here refers to a post by an Aion developer (or CRM or something) who seems to admit that there is a flaw in the NCSoft site that allows you to log into someone else's account.
elix Omni 03:33, 1 January 2010 (UTC)
- Yes, that's their forum account, isn't it? -- Gaile 03:36, 1 January 2010 (UTC)
- Here's the quote from CM Tamat: "This is a known issue with the official website/forums and one that is purely cosmetic. We're working hard to correct this issue and should have a solution early next year. Fortunately those databases aren't linked so it would be impossible to make any changes to the master or game account. Your information is safe and sound!" That says to me the problem does not involve game accounts. If I'm mistaken, please let me know and I'll do further research. -- Gaile 03:37, 1 January 2010 (UTC)
- I honestly couldn't say if you're mistaken or not, but the post that Tamat responds to says "I dont know if this has been brought up before but I just logged into my NCSoft master account, and when i pressed submit, the page refreshed and I was logged into ANOTHER account that wasn't mine..." So perhaps research would be good if only for the sake of clarity? :) elix Omni 03:39, 1 January 2010 (UTC)
- The reason I believe that my account information is vulnerable on the NCSoft end of the line is because I personally got hacked. After 4 years of playing with the same password, my account sent a strange email to support from my master account which I personally did not send. I got scared so I changed my GW account password to something completely different. Within 6 hours of me changing my password, a hacker from China gains access to my account and I do not have control of it for 3 days. This is why I believe that there is some sort of leak in NCSoft security measures. -- Shadowlurk --The preceding unsigned comment was added by 70.188.149.9 (talk).
- I am sorry for what happened to you. But we've been working on hack research for many months, and so far, nothing points to the NCsoft website or a NCsoft Master Account as being directly related to account hacking. -- Gaile 03:54, 1 January 2010 (UTC)
- I am sorry for what happened to you. But we've been working on hack research for many months, and so far, nothing points to the NCsoft website or a NCsoft Master Account as being directly related to account hacking. -- Gaile
- The reason I believe that my account information is vulnerable on the NCSoft end of the line is because I personally got hacked. After 4 years of playing with the same password, my account sent a strange email to support from my master account which I personally did not send. I got scared so I changed my GW account password to something completely different. Within 6 hours of me changing my password, a hacker from China gains access to my account and I do not have control of it for 3 days. This is why I believe that there is some sort of leak in NCSoft security measures. -- Shadowlurk --The preceding unsigned comment was added by 70.188.149.9 (talk).
- Please do that further research, Gaile. As has been posted by many people in many threads (such as the one I linked that you did not bother to fully read, apparently), and confirmed by many people simply trying it, the issue is not merely cosmetic. Logging into your PlayNC master account can give you full access to an account that doesn't belong to you and that you did not intend to log into. It's a very severe problem, and it'd be nice if NCSoft stopped trying to shove it under the carpet. The community is no longer blind to the issue. -Faer 10:50, 1 January 2010 (UTC)
- On top of that, in direct response to your mentioning of facts - we're still waiting on the proof that a fansite was responsible for any of the account hackings that have been going on. If you wish to speak of facts, it would be nice of you to provide some. -Faer 10:55, 1 January 2010 (UTC)
- http://img525.imageshack.us/img525/9025/ncsoft.gif I dunno about you, but if I can login to MY account and magically be on someone else's and click around I don't think it's cosmetic at all. People have pointed out before that you don't need the old password in order to change information for game accounts. While you may have added the in game name for guild wars, this is still a serious flaw in NCsoft website. My -PERSONAL- information is on that website. Just because half of the hackings didn't have a master account doesn't not mean that there isn't a problem, or that there couldn't be one. Please stop blaming the concerned users, and please take your own advice when it comes to spreading faux facts. xxteacakez talk 11:02, 1 January 2010 (UTC)
- On top of that, in direct response to your mentioning of facts - we're still waiting on the proof that a fansite was responsible for any of the account hackings that have been going on. If you wish to speak of facts, it would be nice of you to provide some. -Faer 10:55, 1 January 2010 (UTC)
- I honestly couldn't say if you're mistaken or not, but the post that Tamat responds to says "I dont know if this has been brought up before but I just logged into my NCSoft master account, and when i pressed submit, the page refreshed and I was logged into ANOTHER account that wasn't mine..." So perhaps research would be good if only for the sake of clarity? :)
- Here's the quote from CM Tamat: "This is a known issue with the official website/forums and one that is purely cosmetic. We're working hard to correct this issue and should have a solution early next year. Fortunately those databases aren't linked so it would be impossible to make any changes to the master or game account. Your information is safe and sound!" That says to me the problem does not involve game accounts. If I'm mistaken, please let me know and I'll do further research. -- Gaile
- Yes, that's their forum account, isn't it? -- Gaile
- In the interest of being helpful, allow me to clarify something for the benefit of Gaile and others.
- Originally, via this thread, the player community of Aion were raising an issue regarding the NCSoft Master Account Login Page, where it was discovered that the page has the tendancy to log people into other people's NCSoft Master Accounts at random. When this happens, players are able to assume full control of another persons NCSoft Master Account, and any game accounts they happen to hold. This is not a cosmetic issue, it is a genuine issue that appears to be causing many people to loose control of their NCSoft Master account and game accounts alike.
- Initially, when Tamat (Aion Community Manager) saw the complaint thread, in his haste Tamat replied assuming that the complaint referred to another known problem involving the Aion Online website and forums (a different website). The known problem Tamat is referring to is a separate issue. I cannot stress this enough. Players use their Aion Game Account information to login to the Aion Online website in order to check their broker status or their mailbox. This website has a caching issue, which sometimes causes the wrong Aion Game Account name to appear in the greeting at the top of the page. This in fact IS a cosmetic issue, so if tamat had been replying to the correct problem...his reply would have been correct.
- What the player community needs is a reply to the original complaint because it will indeed affect Guild Wars and Aion players alike.--
Bunny - Angel talk 19:43, 1 January 2010 (UTC)
- What the player community needs is a reply to the original complaint because it will indeed affect Guild Wars and Aion players alike.--
- This link has all the information in one post. Cress Arvein
20:51, 1 January 2010 (UTC)
- Thank you for sharing the synopsis, Angel, and for the link, Cress Arvein. I have been working on the MHE (Missing Hat Experience) for Wintersday 2010, and so I was not able to devote my attention to the question as fully as I might have done on a normal day (and certainly on a normal work day). I am discussing this issue with Regina so that we can learn more about the concerns and, of course, address them as quickly as possible. -- Gaile 21:11, 1 January 2010 (UTC)
- Addendum to my comment above: I do not wish to give the impression that I consider missing holiday hats to be a higher priority than security issues. Anyone who knows me, or thinks about my position, would clearly understand that, for me, hats < security! However, having seen an official response that seemed to dispel the concern -- a response that, in the context made sense to me -- I believed the security concern to have been adequately addressed. I have been researching this at greater depth today, and have sent emails to more than 30 people on a half-dozen teams to alert them to the concern. We'll update when we have more information. -- Gaile 21:49, 1 January 2010 (UTC)
- lol Don't worry Gaile, we would never assume you were prioritising hats over security. We know you well enough by now to know you're a very conscientious person. The fact that you're working at all on New Years day is commendable *hugs* --Bunny - Angel talk 22:13, 1 January 2010 (UTC)
- Thanks, Bunny. I could use that hug about now. My jaw is clenched so hard with worries about the security issue my TMJ is killing me. I'm pounding "refresh" on Outlook so often (to look for responses to my emails) that the computer is starting to flash "O rly?" when I do. :) -- Gaile 22:15, 1 January 2010 (UTC)
- Oh dear :( I have to say, I really do wish I could help more with this. I'm sorry to say that I know the jaw clenching feeling all too well. The only thing I can offer is a picture I took outside my hotel room...7,000 feet up on top of Mt Pilatus in Switzerland. It always calms me down :) --Bunny - Angel talk 22:33, 1 January 2010 (UTC)
- People have also used this image on me as therapy when I needed some. Apparently it worked. :P I really hate feeling helpless, hopefully you can figure this out soon. Now imagine a little Asura sitting on your desk and chasing away mean hack Trolls with his terrifying grin and a Red Asuraline Staff. :) Rose Of Kali 22:59, 1 January 2010 (UTC)
- People have also used this image on me as therapy when I needed some. Apparently it worked. :P I really hate feeling helpless, hopefully you can figure this out soon. Now imagine a little Asura sitting on your desk and chasing away mean hack Trolls with his terrifying grin and a Red Asuraline Staff. :)
- Oh dear :( I have to say, I really do wish I could help more with this. I'm sorry to say that I know the jaw clenching feeling all too well. The only thing I can offer is a picture I took outside my hotel room...7,000 feet up on top of Mt Pilatus in Switzerland. It always calms me down :) --
- Thanks, Bunny. I could use that hug about now. My jaw is clenched so hard with worries about the security issue my TMJ is killing me. I'm pounding "refresh" on Outlook so often (to look for responses to my emails) that the computer is starting to flash "O rly?" when I do. :) -- Gaile
- lol Don't worry Gaile, we would never assume you were prioritising hats over security. We know you well enough by now to know you're a very conscientious person. The fact that you're working at all on New Years day is commendable *hugs* --
- Addendum to my comment above: I do not wish to give the impression that I consider missing holiday hats to be a higher priority than security issues. Anyone who knows me, or thinks about my position, would clearly understand that, for me, hats < security! However, having seen an official response that seemed to dispel the concern -- a response that, in the context made sense to me -- I believed the security concern to have been adequately addressed. I have been researching this at greater depth today, and have sent emails to more than 30 people on a half-dozen teams to alert them to the concern. We'll update when we have more information. -- Gaile
- Thank you for sharing the synopsis, Angel, and for the link, Cress Arvein. I have been working on the MHE (Missing Hat Experience) for Wintersday 2010, and so I was not able to devote my attention to the question as fully as I might have done on a normal day (and certainly on a normal work day). I am discussing this issue with Regina so that we can learn more about the concerns and, of course, address them as quickly as possible. -- Gaile
- This link has all the information in one post. Cress Arvein
[edit] Update: January 1, 2010 (7:15 PM Pacific)
ArenaNet and NCsoft staff members have been discussing the possible security issues pointed out by players in various forum threads. We absolutely do take these concerns seriously, and measures are being and will continue to be taken to address the concerns on several levels. A change in one of the NCMA processes is being made even as I write, and I think you will all agree that this change will help tremendously in enforcing a high level of account security. I just want to say I'm very grateful to the people who have been involved. They are working on a holiday, some of them away from home, and they've just been splendid in getting into this, to listening, to looking at what they can do to help -- to taking the whole matter on board and making definite improvements in very short order.
Research continues and additional changes may be put in place. But if you try to change your password in on the NCsoft site, you will notice a change, I'm sure, that will enhance account security now and in the future. -- Gaile 03:15, 2 January 2010 (UTC)
- Thank you for the update, and for all the effort that has been put in on this issue on a holiday weekend. Identity security is such a major concern these days, as evidenced by the vehement reaction on various forums today. It's a perception issue as much as anything else. There has been a perception (right or wrong) that NCSoft doesn't take security concerns seriously. I hope these security holes will be plugged once and for all quickly. I remain dismayed that it has taken such a massive outpouring of worry and concern to get the NCSoft security team to make such a basic fix as to require your old password before allowing the NCSMA password to be changed. Anyways, thanks again and Happy New Year.AnClar 03:39, 2 January 2010 (UTC)
- I just read a concern that the change that now requires the someone input the old password before changing to a new password applies only to the Guild Wars account and does not pertain to the NCsoft Master Account. Our primary concern was securing your Guild Wars account from unauthorized access, and the change this evening did accomplish that. As to the NCMA: According to the NCsoft Security Team, changing the NCMA requires that someone answer a series of security questions. This means there is a barrier to random password changes, just in a different form than requiring the old password. -- Gaile 03:51, 2 January 2010 (UTC)
- Okies...thanks. BTW...between the hat issue and this mess, are you going to get some time to relax in the next few days? You deserve it!AnClar 03:54, 2 January 2010 (UTC)
- I was joking with a couple of friends that "I need a holiday from my holiday." :) I cut short some of my activities and haven't gotten things done (home, family) that I intended, but hey, you guys are worth it. :D -- Gaile 06:30, 2 January 2010 (UTC)
- I was joking with a couple of friends that "I need a holiday from my holiday." :) I cut short some of my activities and haven't gotten things done (home, family) that I intended, but hey, you guys are worth it. :D -- Gaile
- Okies...thanks. BTW...between the hat issue and this mess, are you going to get some time to relax in the next few days? You deserve it!AnClar 03:54, 2 January 2010 (UTC)
- I just read a concern that the change that now requires the someone input the old password before changing to a new password applies only to the Guild Wars account and does not pertain to the NCsoft Master Account. Our primary concern was securing your Guild Wars account from unauthorized access, and the change this evening did accomplish that. As to the NCMA: According to the NCsoft Security Team, changing the NCMA requires that someone answer a series of security questions. This means there is a barrier to random password changes, just in a different form than requiring the old password. -- Gaile
- I know this may be a little out of your remit Gaile, but whist the old password has been added to GuildWars, it has not been changed for other games. One must assume that this hurried change to the GuildWars password system indicates that there may be an issue, so surely that issue applies to all other games that can be linked to the NCMA too. I don't know how the company is split with regards to making change to the website, but I feel there would be more force in the opinion that all other games need to implement this if it came from you internally. Would it be possible for you to alert the relevant people regarding other games accounts linked to the NCMA please so we can see this change on all games and not just GW? Many thanks. 81.157.221.228 03:55, 2 January 2010 (UTC)
- Thanks Gaile, for taking a genuine interest in this case. ---- Arduin
06:18, 2 January 2010 (UTC)
- @ 81 -- The NCsoft Team is still working on security concerns, but I will pass along your thoughts. -- Gaile 06:28, 2 January 2010 (UTC)
- @ Arduin -- Thanks for the smile. :) -- Gaile 06:28, 2 January 2010 (UTC)
- Does this change (requiring old password to change GW's password) also include measures to prevent brute force attacks? Or is that not needed for this type of situation? BladeDVD 09:08, 2 January 2010 (UTC)
- Thank you for all the effort you and others put into this, it's much appreciated ;) edit: and I hope you still find the time to celebrate with your family, happy Newyear :) --Ellisia 10:39, 2 January 2010 (UTC)
- Gaile, you and the support team are a credit to Arenanet. I really mean that. To work quickly to put additional security steps in the process, even while you are fleshing out the issue, is the right step to take and I am sure that Guild Wars players are grateful to no end for your efforts last night. I am just sorry to hear that this issue has interrupted plans you had to spend time with your family. *bigger hugs*
- Thank you for all the effort you and others put into this, it's much appreciated ;) edit: and I hope you still find the time to celebrate with your family, happy Newyear :) --Ellisia
- Does this change (requiring old password to change GW's password) also include measures to prevent brute force attacks? Or is that not needed for this type of situation? BladeDVD 09:08, 2 January 2010 (UTC)
- @ 81 -- The NCsoft Team is still working on security concerns, but I will pass along your thoughts. -- Gaile
- Thanks Gaile, for taking a genuine interest in this case. ---- Arduin
- To clarify something though (I seem to do this a lot lately), the suspected issue with the NCSoft Master Account does in fact appear to give people full control of the account that they are inadvertently logged into.
- I noticed you had said "According to the NCsoft Security Team, changing the NCMA requires that someone answer a series of security questions." I am sorry to say that, at this time, this is not the case. The security questions only apply to people going through the "forgotten password" process. Once someone is "in" a Master Account (via the suspected exploit) they are able to reset the password for that account without answering any such questions. This is a screenshot of what it looks like. As you can see, the person can also set new security questions at that point. Furthermore, testing has shown that when an NCSoft Master Account password is changed, no notification email is sent whatsoever. It is these two factors, working together with the exploit, that many believe to be of greatest concern.--Bunny - Angel talk 11:49, 2 January 2010 (UTC)
- Bunny (Angel?) -- thank you for your updates. I have shared them with a large number of NCsoft team members, as I believe they contain valuable information. Thanks again. -- Gaile 05:34, 3 January 2010 (UTC)
- Bunny is totally fine thanks Gaile :) Please do give me a shout if there is anything you need and I'm happy to support. I've tried to manage the panic in the Aion community as best as I can while Tamat/Ayase are on holiday (see yesterday's update). I'll put out a request today for people experiencing the "NCMA hopping" issue get in touch directly though (I know of these off the top of my head 1, 2, 3).
- Bunny (Angel?) -- thank you for your updates. I have shared them with a large number of NCsoft team members, as I believe they contain valuable information. Thanks again. -- Gaile
- I noticed you had said "According to the NCsoft Security Team, changing the NCMA requires that someone answer a series of security questions." I am sorry to say that, at this time, this is not the case. The security questions only apply to people going through the "forgotten password" process. Once someone is "in" a Master Account (via the suspected exploit) they are able to reset the password for that account without answering any such questions. This is a screenshot of what it looks like. As you can see, the person can also set new security questions at that point. Furthermore, testing has shown that when an NCSoft Master Account password is changed, no notification email is sent whatsoever. It is these two factors, working together with the exploit, that many believe to be of greatest concern.--
- I think the latest change to the NCMA page effectively covers all the precautions that can be taken, so Guild Wars folks should breath easier while the digging continues. Although there hasn't yet been such a change for Aion password resets, the extra step in the NCMA process will allow people to regain control if someone does skip off with their game account (previously, not being able to do this has been the biggest obstacle). In other news...it snowed last night and I woke up to see a magical fairy land outside my window. All in all it's shaping up to be a wonderful day :)--Bunny - Angel talk 12:08, 3 January 2010 (UTC)
- I think the latest change to the NCMA page effectively covers all the precautions that can be taken, so Guild Wars folks should breath easier while the digging continues. Although there hasn't yet been such a change for Aion password resets, the extra step in the NCMA process will allow people to regain control if someone does skip off with their game account (previously, not being able to do this has been the biggest obstacle). In other news...it snowed last night and I woke up to see a magical fairy land outside my window. All in all it's shaping up to be a wonderful day :)--
[edit] Update: January 2, 2010
Additional security measures were instituted today in connection with NCsoft Master Accounts, following yesterday's update that provided higher security for Guild Wars game accounts. Please note that the prompt response of the team to player concerns about security should be seen as a proactive, positive response to the possibility of an issue, rather than "proof" that such an issue existed. Rest assured that research is continuing and additional measures can and will be taken if they are needed.
We've seen two reports: There's a known issue with an Aion forum. There's a claimed issue that allows people to "jump" between NCMAs, either intentionally or accidentally. Has anyone has personal experience with the second? I recently read on a forum thread (yes, I read them from time to time :) ) that only one person made the second claim. With no evidence to support it, and with that person reportedly absent in recent days, it would be helpful to have something more than relayed, repeated, or rumor-based info. Anyone with actual experience with this, please drop me a line at SupportLiaison@Arena.Net. Thanks!
Clif Notes for today's update:
- New security measures are in place which we believe will address some of the concerns that have been expressed in recent days.
- Research continues.
Thanks for reading. -- Gaile 03:31, 3 January 2010 (UTC)
- I did wonder if there was a problem with some AION related fan site or forum, since the number of hackings did start to go nuts right after the release of AION in the states, and security of forums and fan sites are loose at best (Like they say the network is as strongest as it's weakest link.). I guess I don't have to wonder anymore ^_^;. Also thanks for the update, it's always appreciated! --Lania Elderfire 16:34, 4 January 2010 (UTC)
[edit] Update: January 3, 2010
Players have expressed concerns that would-be account thieves might be able to acquire Guild Wars character names from support tickets tied to their NCsoft Master Account (NCMA). But it's important to note that NCsoft customers can have up to three separate accounts: a game account, a NCsoft Master Account, and a support account. The support account is not tied to the NCMA. So even if a player's support ticket does contain a character name, that name will remain hidden because support tickets are not viewable through the NCMA.
Testing continues related to the report of switching between NCMAs. After more than 230,000 attempts, a team member has been unable to effect even one switch between NCMAs. The teams will continue to do more research, of course, and more details will be provided in the near future. Please be assured that this concern remains a top priority with ArenaNet and NCsoft. -- Gaile 00:02, 4 January 2010 (UTC)
- "After more than 230,000 attempts" - Most boring job ever? Thanks for the updates, Gaile. -- FreedomBound
00:05, 4 January 2010 (UTC)
- Wow, 230,000 attempts? just wow... But wouldn't it just be easier if someone just looks at the source code to see if there are any problems in the programming it self? ...though I bet someone is doing that already anyway :-). Thanks for the update! ---Lania Elderfire 16:29, 4 January 2010 (UTC)
- Oh, you can be sure the code is being scoured, as well. But when issues get reported, there's great value in direct replication and testing, so that's what the team member did (and is probably still doing). In addition to the logging that was put in place, we're just not seeing a single instance of switching between NCMAs through any means.
- Wow, 230,000 attempts? just wow... But wouldn't it just be easier if someone just looks at the source code to see if there are any problems in the programming it self? ...though I bet someone is doing that already anyway :-). Thanks for the update! ---Lania Elderfire 16:29, 4 January 2010 (UTC)
- I'm still hoping to hear from someone who stated that he or she experienced this issue. They can get in touch with me, Regina, Martin, or support. I'm still hopeful that the two or three people who claimed they have personally experienced a switch between NCMAs will contact one of us. Right now, testing can't find it, logging doesn't see it, and no one has stepped forward to provide details. -- Gaile 18:31, 4 January 2010 (UTC)
- I'm still hoping to hear from someone who stated that he or she experienced this issue. They can get in touch with me, Regina, Martin, or support. I'm still hopeful that the two or three people who claimed they have personally experienced a switch between NCMAs will contact one of us. Right now, testing can't find it, logging doesn't see it, and no one has stepped forward to provide details. -- Gaile
- Just trying to be helpful, and to answer Lania, no, I wouldn't be easier to look into the source code :) And I have nothing to do with Anet, but I know a little about computer programming and bugs in real life. I can even tell you that I found incidents at my job with the code perfectly written and behaving wrong because of something else. They need to replicate the exact circumstances of the problem to identify it. That's why it is so important to show them how it happened in the first time. --Zarza 10:13, 5 January 2010 (UTC)
- You might start by going through the GWGuru topic on it. (http://www.guildwarsguru.com/forum/account-hackings-source-t10419779.html) There's a half-dozen people or so confirming it, including a ventari mod. I'm sure they'd respond to a PM asking for details. However, I'm not sure what more they could tell you than "I... uh... logged in and ended up in someone else's account." 06:43, 6 January 2010 (UTC)
- Yes, there are a few of people claiming personal experience with this, but as far as I know, none of them have stepped forward to discuss the matter with us, the people who are the path to testing and resolution. (I believe Regina may have gotten some rather vague info, but as far as I know, none of us have enough details to be worthwhile.)
- I have made it very clear that we welcome the reports of people who have experienced this glitch. PMs have been sent. Posts have been made. And info is still not forthcoming. If you or someone you know experienced this situation -- actually personally experienced this situation -- please write me at SupportLiaison@Arena.Net. Thanks. -- Gaile 06:57, 6 January 2010 (UTC)
- I have made it very clear that we welcome the reports of people who have experienced this glitch. PMs have been sent. Posts have been made. And info is still not forthcoming. If you or someone you know experienced this situation -- actually personally experienced this situation -- please write me at SupportLiaison@Arena.Net. Thanks. -- Gaile
- "After more than 230,000 attempts, a team member has been unable to effect even one switch between NCMAs" Gaile, how many people were doing the tests? I think that these "switch" attempts should be made in environment similar to live site ie. with few thousands different users logging on the site in this same time. I suspect there's bug in database connection handling (connection pooling) or session handling, and it shows up when two or more people are logging into NCMA at the same moment... Thorel 193.178.214.62 11:00, 6 January 2010 (UTC)
- That makes me feel like I should make a few hundred login attempts to see if I can reproduce it. What sort of data are you looking for? Re: the below. I suspect some sort of memory handling bug -- either something overflowing into the address containing the account index, or an attempt to reference it after it's deallocated. I chatted with a long-time PeopleSoft developer about it yesterday, he suspected either a memory handling bug or just plain bad SQL fetching the account data. In any event, I wholeheartedly agree with the below poster that you're going to need to test under something as close to live conditions as you can get. Heck, test under live conditions; it's not like you'll break anything. 22:07, 6 January 2010 (UTC)
- You might find this news article interesting: http://www.breitbart.com/article.php?id=D9D8EGD00&show_article=1 Same account-switching problem with facebook logins. Turns out it was AT&T mis-routing data. Whether or not that may be causing the problem with the NCMA, I couldn't say. 03:22, 16 January 2010 (UTC)
[edit] Update: January 20, 2010
There's some detailed information about security from NCsoft's Game Surveillance Unit on this link. I'd like to quote one part that relates particularly to reports around New Years related to NCsoft Master Account security: Despite the fact that this report occurred over the holidays, when the majority of NCsoft employees were home with their families, our security team responded immediately with a point-by-point testing and analysis of the erroneous concerns that were raised. As a result of the point-by-point testing and analysis, our security team concluded no critical vulnerabilities had been demonstrated or identified, but our security team continues to research, to monitor closely, and to implement security improvements to address any potential weaknesses raised.
So there's no dismissing of the concerns, and no discounting the efforts made to investigate each reported issue. Several different teams continue to look into the whole issue of security. Look for more info, and some substantive changes, in the future. -- Gaile 01:59, 21 January 2010 (UTC)
[edit] Support Issues Update: 5 Jan 2010
After the holiday break, our Support Team is fully staffed in both the NA and EU offices. Team members are resolving tickets as quickly as possible. In addition, the GW Team is getting help from other teams and they hope to improve ticket turn-around time over the next several days.
The support team is exceptionally busy right now looking into a variety of matters. Here are some of the top issues as of today:
- Wintersday Latency & Disconnects: The lag/rubber-banding issue and the disconnect problem were dealt with speedily, but all those tickets still need to be read and responded to.
- Wintersday Hats: Hats failed to drop for some players. Again, the matter was resolved within a matter of hours, plus we've already announced we'll be rerunning the event, but people wrote (in large numbers) and the team needs to respond.
- Password Issues: Players forget their game and/or NCMA password, and ask for help from the team.
- Character Names: We have a tip that a lot of people could use to get their character names. Spread the word, eh? Beyond that, though, quite a lot of players need assistance. Here's an idea: If you or a friend needs to write support about this issue, try to include as much info as you can in your first ticket: Your user name, of course, but add your real name, address, date of birth, GW access key numbers, any partial character names you remember, etc.
I have noticed that some wiki members (or emailers) are sending me their incident number to ask for faster service. Some of these requests come just hours after a ticket is submitted. It is important to check back with the Support Team first if you feel your ticket has not been addressed properly or within a reasonable timeframe. As I have said in the past, I'm not the first recourse for resolution, and the majority of issues don't need my involvement at all.
If you feel you do need to get in touch with me, please wait at least 3 business days before you contact me about a ticket. That should give the team time to get into the ticket, which gives me more info if I do follow up. Now, please note that I am not saying, "If you have not heard after 3 days, please contact me." I'm saying if you need my assistance, please wait at least that long before contacting me. And once again, the fastest means to get information on the status of a support ticket is to contact the Support Team itself. Thanks for understanding. -- Gaile 01:11, 6 January 2010 (UTC)
[edit] Blocked for Security
HI first my refrece number is 100108-002632. This is my second questin because ive already told the supprt t hey should unblock my acc,they didnt do anything so i has ask when they finished unblock my account.Nothing happened ,so i make one more email to support i wait now since 4 days but nothing happened can you help me pls?:-) (Code=045 We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been blocked until this matter can be resolved. To restore access to this account, please contact Support and one of our representatives will assist you." I only want have my acc bac ty --The preceding unsigned comment was added by 188.98.103.239 (talk).
- The ticket you have referenced is only 2 days old (not 4). Your provided access keys just yesterday. The access keys will help the team verify account ownership, but they need to time to process this ticket. It is too early to contact me about this. I ask that you wait for support to assist you. Thank you for understanding. -- Gaile 05:15, 10 January 2010 (UTC)
- I regret that I am unable to read German with fluency, but it appears that you are still engaged in resolving this issue, and that the Support Team on January 22nd provided you with an address to which you can send proof of ownership for the account. I hope that it will work out for you, and if you could kindly let me know the outcome, I would appreciate it. -- Gaile 00:37, 27 January 2010 (UTC)
- I regret that I am unable to read German with fluency, but it appears that you are still engaged in resolving this issue, and that the Support Team on January 22nd provided you with an address to which you can send proof of ownership for the account. I hope that it will work out for you, and if you could kindly let me know the outcome, I would appreciate it. -- Gaile
[edit] Account Issue
Hi Gaile, I'm probably being a tad bit impatient here but I sent in a support ticket on the 8th January [Incident: 100107-003449] as I am unable to log into my account, been checking my inbox pretty much everyday and today I receive an e-mail from NCSoft asking to do a survey to evaluate the service, when they haven't resolved my ticket so technically no service. I'm pretty much in a tight spot as I can't just dig out my Access Keys (My Game Boxes are stored away in the deepest darkest depths of a cupboard in my room somewhere). From what I can tell my account hasn't been compromised in anyway which is a good thing, so if you could look into it, it'd be appreciated :) AlmightyEis 00:13, 12 January 2010 (UTC)
- I can see the ticket was escalated to an agent on a higher level, but that you've not heard back yet. The thing is, the queues are much longer than normal, for reasons I mentioned above in my recent update. Please forgive the delay and check back with me in a couple more full business days, if that proves necessary.
- I want to thank you for letting me know about the survey. I think it's pretty bizarre to ask "How did we do?" when we didn't do anything! :) I suspect the system needs a tweak, or maybe just your ticket was somehow mis-flagged to get the survey too early. But I appreciate you pointing it out and I have written to the director of the support teams to ask him about the surveys. -- Gaile 01:07, 12 January 2010 (UTC)
- Hi again. I checked into the survey, and the team theorizes that you were active in another support thread and that kicked out the survey in relation to that one. For instance, if you start a second thread -- and here's another reason I say "don't do that" ;) -- and if the threads are merged, you may be sent a survey after XX days in relation to that second, closed thread. Please ignore the survey, and if you could, let me know if you get a survey in relation to the actual resolution of the issue. Thanks! -- Gaile 22:22, 12 January 2010 (UTC)
- Hi again. I checked into the survey, and the team theorizes that you were active in another support thread and that kicked out the survey in relation to that one. For instance, if you start a second thread -- and here's another reason I say "don't do that" ;) -- and if the threads are merged, you may be sent a survey after XX days in relation to that second, closed thread. Please ignore the survey, and if you could, let me know if you get a survey in relation to the actual resolution of the issue. Thanks! -- Gaile
- Welp, I did pursue this, and the ticket was accidentally placed in the wrong queue. A team member moved it over and I anticipate you'll get a response real soon. Why don't you let me know if you haven't heard by, say, close of day on Thursday (US time)? Thanks again for your patience and understanding. -- Gaile 04:07, 13 January 2010 (UTC)
- In checking the ticket, the team has asked for a bit of information so that they can help you. If you could update with that info, I'm sure they'll proceed as quickly as they are able. -- Gaile 23:11, 14 January 2010 (UTC)
- As of today, January 26th, you had not responded to the support team's request for information. I am sure they are ready, willing, and able to help you, if you would kindly respond to the email they sent (which would simply be a repeat of the update they made in your support ticket) on January 12th. -- Gaile 00:53, 27 January 2010 (UTC)
- As of today, January 26th, you had not responded to the support team's request for information. I am sure they are ready, willing, and able to help you, if you would kindly respond to the email they sent (which would simply be a repeat of the update they made in your support ticket) on January 12th. -- Gaile
- In checking the ticket, the team has asked for a bit of information so that they can help you. If you could update with that info, I'm sure they'll proceed as quickly as they are able. -- Gaile
- Welp, I did pursue this, and the ticket was accidentally placed in the wrong queue. A team member moved it over and I anticipate you'll get a response real soon. Why don't you let me know if you haven't heard by, say, close of day on Thursday (US time)? Thanks again for your patience and understanding. -- Gaile
[edit] Buying Addons etc
Hi again Gaile, I notice the other tread removed. Probably just as well, lol. But I would still like to know if there is any way to purchase on-line upgrades, slots and expansions etc, without creating a PlayNC Master account. Or, if for that matter, PlayNC would consider implementing this at any time in the future? Blaze 10:05, 21 January 2010 (UTC)
- It was archived, and no there isn't any way to purchase items from the online store without a NCSoft Master account. I highly doubt they will make it any different after all this time. -- Wyn
talk 11:38, 21 January 2010 (UTC)
- The questions at the time were answered to the best of my ability, and with a busy page like this, frequent archiving is a necessity. We have no plans to offer such a utility, and all purchases must go through the NCsoft or the In-Game Store. -- Gaile 18:11, 22 January 2010 (UTC)
- The questions at the time were answered to the best of my ability, and with a busy page like this, frequent archiving is a necessity. We have no plans to offer such a utility, and all purchases must go through the NCsoft or the In-Game Store. -- Gaile
[edit] Account Suspended for botting (100119-003614)
Hello, Gaile! My account was banned on Wednesday for using third-party software(aka botting). I'm sure this matter can be resolved under 5 minutes (given the reasons I sent them in my update), but I'm also sure that if I don't push them though you, I'll only get auto replies for the next 2+ weeks, as some other people did(my unlucky title track beats my lucky one...).
I was chest running there because of my exams(outside Boreal Station, it's 10 clicks and no kills...), and had to avoid playing during Wintersday for that reason(Guild Wars really DOES 'kill' exams). I was really looking forward to the Wintersday redux, a second chance for me to finally do some wintersday quests, after 3 years of studying. This chance got ruined because kiddies (probably) sent reports about my repetitive actions, and support used the banhammer first, instead of checking their logs. I have 2 other accounts that I could use for botting, I wouldn't risk my main account to farm Elite tomes on my main account.
Could you possibly help me on this one(speed up things)? I'd like to be able to grab some cash for the upcoming Canthan New Year. Thank you! GoF 10:59, 22 January 2010 (UTC)
- As gently as possible, I am not on board to expedite tickets. I am here to help with genuine support issues, such as researching and discussing individual or general problems that cannot be solved by the support team, changing our overall procedures and policies, communicating on general support situations, offering occasional assistance with a mishandled ticket (or one that has been misdirected), and so forth. If everyone who sent a ticket asked me to nudge it along, I would be overwhelmed and unable to deal with actual problems, such as those I've listed above.
- I am sorry that you were blocked, and sorrier still if you were undeserving of the suspension. But it would be unacceptable to have this page become the "turbo key" for tickets, no matter how much a player wants to get into the game. I am confident that you will be back in the game -- if that's the appropriate outcome -- well in advance of the Wintersday Rerun, which does not start until the end of next week. If you have not heard back from support by mid-week next week, you can let me know. Before that, all of us ask for your patience in researching and resolving the issue you wrote about. -- Gaile 18:09, 22 January 2010 (UTC)
- Hi again, Gaile. I'm so sorry for this! I knew there was a chance you'd have to say that, but still... even a player that took looooooong breaks from the game knows all you've done for the community. I read this page daily, I know about the possible delays... so I took a chance.
- Anyway, they ALREADY solved my case, all is well! Sorry again Gaile, have a nice day and happy gaming to all ;) GoF 08:48, 23 January 2010 (UTC)
- Oh that's great to hear! And no apology needed. I understand, if you love the game, if you want to play, and even if you've been away for a while, it's very tempting to want to do what you can to expedite getting the help you need. I'm just glad that it went pretty swiftly for you and that all is well. :) -- Gaile 23:55, 25 January 2010 (UTC)
- Oh that's great to hear! And no apology needed. I understand, if you love the game, if you want to play, and even if you've been away for a while, it's very tempting to want to do what you can to expedite getting the help you need. I'm just glad that it went pretty swiftly for you and that all is well. :) -- Gaile
[edit] Gaile little bit of a problem
a friend of mine has recently lost his account, he has been trying to contact support over it but has had a bit of a problem, he cant seem to find a way to get his account back, he hasnt done anything but it says he is suspoended for selling, but he had actually lost the password and email for that account, due to hacking, his email adress is <email address removed>, he should have an open ticket, thanks =)Mini Lich 19:02, 25 January 2010 (UTC)Mini Lich
- Please do not post people's email addresses in public. Use "Email this user" feature to Email Gaile private information. Rose Of Kali 19:05, 25 January 2010 (UTC)
- It's really hard to get account back these days.Good luck!--Jinyi
[edit] Forgotten Account Credentials
Hi Gaile, I was told by friends that I could get some help here. I have contacted support but I have not gotten an answer in many days. I have not been able to log onto my gw account, so I tried to reset my password but it is linked to NCsoft. Unfortunately I forgot my info for that website, any way you can help me out? My email is <email address removed> if you can contact me.
- Hello. First, I moved this to a new topic, as you added it to a topic that is about another player's issue. No harm, but please always add new content to the bottom of the page, and create a new topic unless you're commenting on an existing thread.
- Secondly, if you have contacted support, tell me how you did that. If you are in the support system, and it sounds as if you are, then you will have a 12-digit incident number on the response you received from support. Please provide that here so that I can assist you. If you have not contacted Support, or if you did not get a response, then you need to get into the system. To do that, please choose any means on the link in the word "support" immediately above. -- Gaile 00:13, 27 January 2010 (UTC)
- Also, please, do not post your Email Address on public pages on the wiki, it is private information and you should keep it secure. It has been removed from this page. Do follow Gaile's advice above. Rose Of Kali 03:03, 27 January 2010 (UTC)
- Also, please, do not post your Email Address on public pages on the wiki, it is private information and you should keep it secure. It has been removed from this page. Do follow Gaile's advice above.
[edit] Gaile Can't access my account
So, Ive decided to dive back into the whole GW thing and started installing GW again. My email and password combination does not work however, and I've already logged this with support. I've tried different emails hoping that maybe I only the wrong account name. Incident: 100127-004014. Anycase, I think my account might have been hacked.
At the time I registered I was doing the big no-no which is using the same password for everywhere I go on the internet. Anycase, I went on GW Guru at IRC to hear for some advise and the guys said that I need to check here on your wiki page or something. Thank you for your time. Hopefully, there is some way to get my account back. :S --The preceding unsigned comment was added by User:Nadz37 (talk).
- I just checked the ticket and it doesn't look like you've heard back yet. But I can see you gave solid info about your account, and that info is going to help a lot. The team is still extremely busy, though, because a lot of players can't remember their credentials or have forgotten every character name on their account. Since the support petition was begun just yesterday, I'd like to ask that you wait another business day or two before I get involved. I know there's a weekend coming up, which may have some impact on the ability to investigate, but please let me know if you haven't seen forward movement by end of day on Monday. Thanks for your patience. -- Gaile 05:49, 29 January 2010 (UTC)
- Thanks a bunch for responding, amazing thing however is, walked into a shop today and got the GW collector's edition at a sweet price for everything included. (I've got the worst luck in the world and I wont really be surprised if they say that my account is lost on mars or something XD) Installed it and created a new account and this time a proper password. I'll still wait and check to see if my other account can be unlocked, maybe I can keep it as a spare or something. But once again, thanks for the trouble of checking in. --The preceding unsigned comment was added by User:Nadz37 (talk).
[edit] Unjustly Banned
- Unjustly Banned unjustly right before Wintersday part 2
I am sorry to bother you but I am very upset and need someone to help me. I have gone thru GW support, incident 100128-001614 already. Last night I was in LA watching trade chat looking for a good deal while I chatted with guildies. Suddenly I was logged off and my acct banned for buying gold. I have played every day almost for 3 years and have never bought gold or broken any GW rules. I love this game and its the only one I play. I am baffled at why I was banned. I made 2 trades yesterday, one in LA (sold my Bow Of The Kinslayer for 100K + 9 ectos), and I went to ToA and spent my 100K on 14 ectos there from another player. I went back to LA to hang out til my friends logged in and BAM suddenly I am banned!!! I am very upset because I swear on my life that I did nothing wrong. I sold my green bow for alot of cash but it was a high-end item and worth alot. I don't want to miss the Friday and Saturday Wintersday events, and I don't want this bad mark on my account for something I am not guilty of. Surely there is a way to go back and check the records and see all that I did yesterday (and every other day for 3 years) and to see that I have never purchased gold in my life!!! I am extremely upset at being not only falsely accused, but banned for no reason. Could someone have seen the 100K and not noticed the bow I traded? Or could they have meant to ban someone next to me and hit my name instead? None of this makes any sense to me. I just need someone to go back thru the files or reports or whatever records the game transactions and see that I have done nothing wrong. I need my acct back, and without bad marks on it that I don't deserve :( Msublime 18:02, 28 January 2010 (UTC)Angie
- Hi Angie. I'm sorry about what happened. I can tell you that "false positives" for gold buying are not at all common, but that doesn't really help so much when you're the one who's blocked. :( Because this is only hours old, we need to let the team have the opportunity to read through the appeal. I have every confidence that they will understand the info that you've provided and when that checks out, you'll be back in the game. But I would give them at least a couple of business days to do that research or, if needed, get more info from you that enables them to do so. You can certainly let me know if you haven't had any response by Monday end of day. Best of luck, and again, I'm sorry for the inconvenience. -- Gaile 05:51, 29 January 2010 (UTC)
- Gaile I just heard back from Support and all I got was the reply that it appeared I bought gold or real world goods and that the gold or goods were removed from my account. There is no way that a review of the game transactions would show I bought gold because I simply DID NOT. I don't think anyone properly reviewed the game files because they will clearly show that the only two high dollar transactions I made were: (1)selling a Bow Of The Kinslayer for 100K+9 ectos in LA and (2)spending that 100K on 14 ectos from a player in ToA. That's it. Those are the only transactions I have made that are anywhere near the 100K mark. The rest were small trades for dust and iron and such. I had plenty of gold in my chest from playing almost daily for 3 years and saving my gold. I have worked darn hard for all that I have and to build up my 20 characters. I had no need of gold because I have plenty in my chest from 3 yrs of hardcore playing and saving. I feel like crying right now to be honest with you. I don't know how to prove that I did nothing wrong. Surely its ok to sell a green bow with the silverwing skin for over 100K, and surely its ok for me to spend 100K on ectos. And thats ALL that the game records could possibly show. I swear to you on my 9 yr old son's life I DID NOT BUY GOLD. I already have all I need on my account, the last thing I need is more gold. I have worked my rear off to get what I have and am now freaking out wondering what was taken from my account. Is there any way possible that you can review the game records and please tell me what I did wrong. I swear to you and everyone here that I DID NOT BUY GOLD. I love this game and play it everyday with my fiancee, son and close friends. I would never jeopardize my account by breaking any of GW rules. I am innocent and want the marks off of my account and anything that was removed from my account unjustly to be returned. I did nothing wrong, I just don't know how to prove it. I am begging you to please help me. Please tell me what transaction I made that was wrong. As a bow collector yourself you must know the value of the bow I sold and that it was worth the 100K+9ectos I sold it for. Or is buying ectos for 100K against the rules? Because those are the only trades I made that were over 10K or so in quite awhile. Please help me. I don't deserve this. I am a loyal honest Guild Wars player. I feel like crying right now.Msublime 13:34, 29 January 2010 (UTC)Angie
- I have looked at the ticket and reviewed the response you were sent. Based on a couple of factors within the data, I have asked the team to review this situation and I believe you will hear back soon. Please keep me informed. -- Gaile 18:39, 29 January 2010 (UTC)
- Thank you so much Gaile. This has been a terrible mistake and I just want my account cleared of any wrong doing. Nothing worse than being accused of something you didn't do :( Msublime-Angie
- Gaile I can not thank you enough for having the team review my case. I just got the email telling me that my account was blocked in error and am finally able to get back into the game!!! WOOHOO!!! I am so happy I could cry. But they removed the 100K that I made for selling that bow from my acct and am still waiting to hear if I will get it back. Thanks so much for taking the time and for helping me clear this up. I am so relieved and so happy. Thank you from the bottom of my heart! =) MsublimeAngie
- Ok just got the 100k back as well and everything is back to normal. Thank you so much for not just dismissing me and for looking into my case. I love you Gaile!!!!!MsublimeAngie
- Gaile I can not thank you enough for having the team review my case. I just got the email telling me that my account was blocked in error and am finally able to get back into the game!!! WOOHOO!!! I am so happy I could cry. But they removed the 100K that I made for selling that bow from my acct and am still waiting to hear if I will get it back. Thanks so much for taking the time and for helping me clear this up. I am so relieved and so happy. Thank you from the bottom of my heart! =) MsublimeAngie
- Thank you so much Gaile. This has been a terrible mistake and I just want my account cleared of any wrong doing. Nothing worse than being accused of something you didn't do :( Msublime-Angie
- I have looked at the ticket and reviewed the response you were sent. Based on a couple of factors within the data, I have asked the team to review this situation and I believe you will hear back soon. Please keep me informed. -- Gaile
- Gaile I just heard back from Support and all I got was the reply that it appeared I bought gold or real world goods and that the gold or goods were removed from my account. There is no way that a review of the game transactions would show I bought gold because I simply DID NOT. I don't think anyone properly reviewed the game files because they will clearly show that the only two high dollar transactions I made were: (1)selling a Bow Of The Kinslayer for 100K+9 ectos in LA and (2)spending that 100K on 14 ectos from a player in ToA. That's it. Those are the only transactions I have made that are anywhere near the 100K mark. The rest were small trades for dust and iron and such. I had plenty of gold in my chest from playing almost daily for 3 years and saving my gold. I have worked darn hard for all that I have and to build up my 20 characters. I had no need of gold because I have plenty in my chest from 3 yrs of hardcore playing and saving. I feel like crying right now to be honest with you. I don't know how to prove that I did nothing wrong. Surely its ok to sell a green bow with the silverwing skin for over 100K, and surely its ok for me to spend 100K on ectos. And thats ALL that the game records could possibly show. I swear to you on my 9 yr old son's life I DID NOT BUY GOLD. I already have all I need on my account, the last thing I need is more gold. I have worked my rear off to get what I have and am now freaking out wondering what was taken from my account. Is there any way possible that you can review the game records and please tell me what I did wrong. I swear to you and everyone here that I DID NOT BUY GOLD. I love this game and play it everyday with my fiancee, son and close friends. I would never jeopardize my account by breaking any of GW rules. I am innocent and want the marks off of my account and anything that was removed from my account unjustly to be returned. I did nothing wrong, I just don't know how to prove it. I am begging you to please help me. Please tell me what transaction I made that was wrong. As a bow collector yourself you must know the value of the bow I sold and that it was worth the 100K+9ectos I sold it for. Or is buying ectos for 100K against the rules? Because those are the only trades I made that were over 10K or so in quite awhile. Please help me. I don't deserve this. I am a loyal honest Guild Wars player. I feel like crying right now.Msublime 13:34, 29 January 2010 (UTC)Angie
- I am very happy to have helped with this. I could see how the error was made when I reviewed the records, so I asked the team to give it another look. One team member reset the account, another was asked to restore the gold that was taken in error. (This was, I must be clear, not generating gold, but restoring gold that was removed through an administrative action. I don't want anyone to mistake the team's ability to undo an administrative action for the ability to generate gold -- such functionality is completely different.)
- Welcome back to the game. :) -- Gaile 05:34, 31 January 2010 (UTC)
- Welcome back to the game. :) -- Gaile
[edit] New Build Broken
New build. Downloaded. Tried to log in. Log in failed. Paniced. Hit Reset password. That worked. NO EMAIL with new password. How long till support gets back to me about this? 98.167.219.46 23:57, 28 January 2010 (UTC)
- Update - Using command line parameters allowed me to log in just fine. Including with my OLD password before pressing reset. So it appears that login AND password reset were broken. 98.167.219.46 00:26, 29 January 2010 (UTC)
- This also happened to me, any tips, glad that Im not the only one in a way. Smerf 00:12, 29 January 2010 (UTC)
- Same here. Error code=227 occurred immediately after update. Account information was correct. Verified via my NCSoft Master Account. Since account name and password were correct, perhaps problem lies in verifying the character name.
- Well, I asked on vent, everyone I talked to could not get on after the new update. Smerf 00:23, 29 January 2010 (UTC)
- Looks like we wait it out. When some can get on, post here so others will know.
(Reset indent) All is fixed Smerf 00:30, 29 January 2010 (UTC)
- I apologize for not being here to respond to the issue right away. (I had a medical appointment and was away, but was following the whole thing on email, much to my doctor's irritation. :) ) I could see the issue was being worked on instantly -- yay for the QA Team! -- and that a new build was soon in the works. It was a short-lived problem, but we're sorry that it caused you distress, 98, just as we regret disturbing anyone else. I sure know and understand that sick feeling when you can't get in the game!). :) -- Gaile 05:55, 29 January 2010 (UTC)
[edit] Wintersday Redux
We're aware that the decorations didn't appear for Wintersday. Give us a moment, we'll get that fixed. :) -- Gaile 20:35, 29 January 2010 (UTC)
- When will the first Snowball Automated Tournament start? --Setsuna9 21:04, 29 January 2010 (UTC)
- my apologies Gaile, are we missing Wintersday Gift Givers from major cities?
- Wintersday has what we call a "rolling start." So for instance the Rift Wardens don't show up until Day 2 or Day 3. The same applies to the Gift Givers, I believe, and may apply to the Snowball Arena, as well. Have you guys checked the wiki for information on this? I have not had word of any support issues with the event, so I think the questions you ask are merely a factor of not all things being in place at the start of the event, as designed. -- Gaile 05:30, 31 January 2010 (UTC)
- Rift Wardens are in place and the Snowball Arena is open. I will check on the gift givers, but I'm pretty sure they're part of the rolling start, as I remember looking for them in December and having to wait a day or two for them to show up. -- Gaile 05:53, 31 January 2010 (UTC)
- Rift Wardens are in place and the Snowball Arena is open. I will check on the gift givers, but I'm pretty sure they're part of the rolling start, as I remember looking for them in December and having to wait a day or two for them to show up. -- Gaile
- Wintersday has what we call a "rolling start." So for instance the Rift Wardens don't show up until Day 2 or Day 3. The same applies to the Gift Givers, I believe, and may apply to the Snowball Arena, as well. Have you guys checked the wiki for information on this? I have not had word of any support issues with the event, so I think the questions you ask are merely a factor of not all things being in place at the start of the event, as designed. -- Gaile
- my apologies Gaile, are we missing Wintersday Gift Givers from major cities?
[edit] Happy Resolution
Hi,Gaile.I receive a reply from the support team this morning, and the account has already been unlocked.We are very happy for this good ending.:)Thank you,--Jinyi 01:40, 30 January 2010 (UTC)
- I am very happy to hear that this was resolved to everyone's satisfaction. :) -- Gaile 05:26, 31 January 2010 (UTC)
[edit] Lost password after Bugged updates
Hey, Gaile. After the bugged update Thursday, I reset my password via my NCSoft Master Account. When I reset it, I guess I typed it wrong or added a space or cap twice. After the fixed update I tried to log into Guild Wars, only to find that I couldn't. I can't reset through the client because my account is linked to my NCSoft Master Account. I went to try and reset it through the master account but I do not know my "current" password now. I checked my email to make sure no one had hacked me, the password reset success email I received was from my own IP Address, so I know it was me. I sent a support ticket and got an email requesting more info. I gave as much info as possible including my access key numbers and a photo of each of them. I haven't heard back from them though and I was wondering if you could help me. I play GW with my girlfriend and she tried to log on for me, but couldn't either. Was wondering if you could check out my ticket and possibly tell me what's going on. Ticket number is 100129-001942. Any help would be appreciated :) Tidus Cleave 15:13, 30 January 2010 (UTC)
- Re-read my message, just wanted to say that me and my girlfriend do not share accounts, we each play on a seperate account linked to different NCSoft Master Accounts :) Tidus Cleave 15:41, 30 January 2010 (UTC)
- One thing that might help is that new passwords set via the NCSoft Master Account are shorter than those allowed by the client, so if your intended password was >12 characters (I think that's the limit), it may have silently truncated your password. In other words, if your password was supposed to be 14 characters, try just the first 12. -- FreedomBound 16:15, 30 January 2010 (UTC)
- One thing that might help is that new passwords set via the NCSoft Master Account are shorter than those allowed by the client, so if your intended password was >12 characters (I think that's the limit), it may have silently truncated your password. In other words, if your password was supposed to be 14 characters, try just the first 12. -- FreedomBound
- Re-read my message, just wanted to say that me and my girlfriend do not share accounts, we each play on a seperate account linked to different NCSoft Master Accounts :) Tidus Cleave 15:41, 30 January 2010 (UTC)
- Thank you freedom Bound! Absoloute genius, thanks alot =) Tidus Cleave 16:21, 30 January 2010 (UTC)
- Glad I could help, but make sure you let support know to close your ticket, else you might find yourself locked out as a security issue. -- FreedomBound 19:55, 30 January 2010 (UTC)
- I am still working on trying to get consistency across passwords for games accounts and the NCMA, but so far, it's not happening. In cases where a password doesn't work, FB's suggestion is very good. Try a shortened variation, as the maximum for NCMAs is 13, where GW has a maximum of 20 characters. -- Gaile 05:27, 31 January 2010 (UTC)
- And I don't even want to go into the fact that different password types accept different character sets. (Try to use a symbol in an NCMA and it's a no go; try the same in Guild Wars and it's perfectly fine.) The point is, this is something I'd really, really like to see changed, and I am pursuing it. But progress is difficult because it involves many different games and interfaces. In fact, this may be something that isn't changeable for the present but will, with better communication and cross-team dialogue, be made more consistent in the future. I sure hope so. :) -- Gaile 05:37, 31 January 2010 (UTC)
- Is it possible, that the "reset password"-function does not work at all? I have several friends who are unable to login since the login-bug mentioned above. They have tried to get their passwords reseted but did not receive a mail (different mail-providers, no problem there). Will this be fixed or do they have to open a support-ticket?84.61.96.232 09:36, 31 January 2010 (UTC)
- Gaile, I would like to ask if it's reasonable for both the GW team and the NCsoft team to put a notice or an FAQ link on the respective pages informing users of the different password restrictions, so that people are more aware of this. It is common knowledge to some of us who frequent your page and some others on the wiki/guru/wherever, but many players are completely oblivious to the differences, and not only scare themselves to death by not being able to login for no apparent reason, but also place unnecessary strain on the support team trying to deal with tickets that really shouldn't exist in the first place, rather than assisting players who genuinely need help. Best of luck in getting this resolved. Rose Of Kali 17:12, 31 January 2010 (UTC)
- I have been wondering if the password reset function is having issues myself. I tried resetting my password (via the in game reset), and have yet to receive an email (it's been four days since I've started having this issue...since the bug hit). Though I have contacted support [Incident: 100128-006041], the only thing I have gotten in response is the automated response link to FaQ pages, and being told that the bug should be fixed. Also, I remembered that I bought factions online, so my accounts were linked. When I went to the NCSoft master accoutn to change it, it said my current password was incorrect...and I had just thought to try that yesterday. Anything I am missing here, or is this in the hands of support now and all that is left for me to do is hope that things get sorted out? --Anna 11:15, 1 February 2010 (UTC)--99.63.11.30 10:56, 1 February 2010 (UTC)
- Gaile, I would like to ask if it's reasonable for both the GW team and the NCsoft team to put a notice or an FAQ link on the respective pages informing users of the different password restrictions, so that people are more aware of this. It is common knowledge to some of us who frequent your page and some others on the wiki/guru/wherever, but many players are completely oblivious to the differences, and not only scare themselves to death by not being able to login for no apparent reason, but also place unnecessary strain on the support team trying to deal with tickets that really shouldn't exist in the first place, rather than assisting players who genuinely need help. Best of luck in getting this resolved.
- Is it possible, that the "reset password"-function does not work at all? I have several friends who are unable to login since the login-bug mentioned above. They have tried to get their passwords reseted but did not receive a mail (different mail-providers, no problem there). Will this be fixed or do they have to open a support-ticket?84.61.96.232 09:36, 31 January 2010 (UTC)
- And I don't even want to go into the fact that different password types accept different character sets. (Try to use a symbol in an NCMA and it's a no go; try the same in Guild Wars and it's perfectly fine.) The point is, this is something I'd really, really like to see changed, and I am pursuing it. But progress is difficult because it involves many different games and interfaces. In fact, this may be something that isn't changeable for the present but will, with better communication and cross-team dialogue, be made more consistent in the future. I sure hope so. :) -- Gaile
- I am still working on trying to get consistency across passwords for games accounts and the NCMA, but so far, it's not happening. In cases where a password doesn't work, FB's suggestion is very good. Try a shortened variation, as the maximum for NCMAs is 13, where GW has a maximum of 20 characters. -- Gaile
- Glad I could help, but make sure you let support know to close your ticket, else you might find yourself locked out as a security issue. -- FreedomBound
- Thank you freedom Bound! Absoloute genius, thanks alot =) Tidus Cleave 16:21, 30 January 2010 (UTC)
(Reset indent) I think the idea of a Password FAQ is very good, and I will be happy to write one. In the meantime, let me see if I can explain how the resets and passwords work.
- First and foremost, resetting the password and changing the password are different.
- If your Guild Wars account is linked to an NCsoft Master Account (NCMA) and if you can access your game account, you can change your password from within the game. The password change is made off of the Character Selection screen, the screen that appears immediately after you log in. You click the "Edit Account" button and make the change you choose.
- If your Guild Wars account is linked to an NCMA and if you can access your game account, you cannot reset your password from within the game. The system will look as if it is processing that request, and you will receive a message saying a new password has been sent, but this is not accurate. But remember, you can change your password from within the game, as detailed above.
- If your Guild Wars account is linked to an NCMA and if you cannot access your game account, you cannot reset your password or change your password from within the game (obviously, because you can’t get in to do so :) ). Instead, you must reset your password through the NCsoft Master Account interface.
- If your Guild Wars accounts is linked to an NCMA and if you cannot access either your game or master account, please contact Support to assist you in resetting your password. But please note the comments above, because you may be able to self-help on this by making sure you’re using the right process for the type of account you have.
- If your Guild Wars game account is not linked to an NCMA and if you can log into your game account, you can trigger a reset on the log-in screen or change your password on the Character Selection screen/Edit Account screen from within the game interface.
- If your Guild Wars game account is not linked to an NCMA and if your email address is no longer one to which you have access (or may be insecure), you should log into the game with your current password, edit the log-in (user) name to a functioning and secure email address, and then reset or change your password, as you desire.
An additional note: There is only one message for log-in failures. If you have the wrong password or if you have the wrong character name, you're going to see the same failure message. A lot of people write Support assuming they have a password issue (or even worrying that they've been hacked) when in fact they're inputting the wrong character name, making a typo on the name, and things of that nature.
I think that those having trouble in this thread, and in a few forum posts I've seen, are trying to "reset" from within the game when they cannot do so because they have a game account linked to an NCMA. What I suggest for them is to simply change from within the game (Character Select/Edit Account) or do the reset through the NCMA, and all should be fine.
Please let me know if this is clear to you, or if you have further questions. Thanks. -- Gaile 23:27, 1 February 2010 (UTC)
- If there is only one login error message, it may be good to expand its description to include other common failures such as typos in the character name, not just the password. Users cannot tell if the message is a one size fits all or is specifically trying to tell them that this one exact thing is what they're doing wrong, so it leads to confusion.
- This is a nice list. Couple it with an explanation of the differences in allowed password format/length between the game and NCMA and it will make a great FAQ for quick troubleshooting of login problems. Maybe add a short clarification on what is a PW reset vs. change, some players may not know or pay enough attention to realize what it is. Rose Of Kali 02:03, 2 February 2010 (UTC)
- The error message currently covers incorrect account name, password, and character name, see code 227 at Error code or just enter incorrect info on the log-in screen to see the message. --Silver Edge 02:36, 2 February 2010 (UTC)
- Yes, exactly. And the message is, by intent, quite generic. It does not say "You have misspelled your character name" or "we don't recognize that specific user name." The reason for this vagueness is security: If you tell someone who's trying to hack an account "Well, you're close, but you need XYZ to complete the process," you're putting people at risk. So saying, "There is an error in something that you've input" -- without specifying what property has the error -- is a way to maintain a higher level of security. -- Gaile 05:38, 2 February 2010 (UTC)
- Thanks for the helpful information, Gaile. I'm still having a problem with "Instead, you must reset your password through the NCsoft Master Account interface.". How can I do that? I've found the option to change my game account password, but since the latest changes this requires me to enter my current password.
- Gaile small question,about the differences in account retreivals,If your GW account is linked to NCMA and you do not have access to your login email, there is no way to change that email, correct?This is one of those things I personally and im sure a bunch of people dont like about linking, if there is a way and I/we just dont know about it, I/we would be very happy to know how its done.Durga Dido 10:27, 2 February 2010 (UTC)
- To the person above me, you dont have to change your info from NCMA you instead have to contact support, because you can not access neither GW or NCMA.Gaile said :"If your Guild Wars accounts is linked to an NCMA and if you cannot access either your game or master account, please contact Support to assist you in resetting your password. But please note the comments above, because you may be able to self-help on this by making sure you’re using the right process for the type of account you have."Durga Dido 10:30, 2 February 2010 (UTC)
- I think that person can access his/her NCMA. But using the NCMA-interface you can't set a new ingame password without knowing the old one (due to the latest changes to that system).134.147.9.121 12:27, 2 February 2010 (UTC)
- Yeah,maybe he could only ask the Support Team to provide some help.--Jinyi 13:28, 2 February 2010 (UTC)
- Gaile, is there a chance of getting a "Reset your Password"-Link in the NCMA-Interface? 84.61.9.97 20:54, 3 February 2010 (UTC)
- Yeah,maybe he could only ask the Support Team to provide some help.--Jinyi 13:28, 2 February 2010 (UTC)
- I think that person can access his/her NCMA. But using the NCMA-interface you can't set a new ingame password without knowing the old one (due to the latest changes to that system).134.147.9.121 12:27, 2 February 2010 (UTC)
- To the person above me, you dont have to change your info from NCMA you instead have to contact support, because you can not access neither GW or NCMA.Gaile said :"If your Guild Wars accounts is linked to an NCMA and if you cannot access either your game or master account, please contact Support to assist you in resetting your password. But please note the comments above, because you may be able to self-help on this by making sure you’re using the right process for the type of account you have."Durga Dido 10:30, 2 February 2010 (UTC)
- Gaile small question,about the differences in account retreivals,If your GW account is linked to NCMA and you do not have access to your login email, there is no way to change that email, correct?This is one of those things I personally and im sure a bunch of people dont like about linking, if there is a way and I/we just dont know about it, I/we would be very happy to know how its done.Durga Dido 10:27, 2 February 2010 (UTC)
- Thanks for the helpful information, Gaile. I'm still having a problem with "Instead, you must reset your password through the NCsoft Master Account interface.". How can I do that? I've found the option to change my game account password, but since the latest changes this requires me to enter my current password.
- Yes, exactly. And the message is, by intent, quite generic. It does not say "You have misspelled your character name" or "we don't recognize that specific user name." The reason for this vagueness is security: If you tell someone who's trying to hack an account "Well, you're close, but you need XYZ to complete the process," you're putting people at risk. So saying, "There is an error in something that you've input" -- without specifying what property has the error -- is a way to maintain a higher level of security. -- Gaile
- The error message currently covers incorrect account name, password, and character name, see code 227 at Error code or just enter incorrect info on the log-in screen to see the message. --Silver Edge 02:36, 2 February 2010 (UTC)
[edit] Missing Miniatures
I just logged on early in the morning and I found 5 of my miniatures to be gone. I don't think I was hacked because if I was they surely would have taken my Miniature Varesh, thank God it wasn't a hack attempt. I was wondering if you could some how retrieve, Gaile because they did take me quite a long time to obtain and my brother only gave me around 60k Platinum and I had to earn the rest of the platinum for the items.
THANK YOU!!! -Praetor
- To Answer your question in the same way that Gaile most likely will answer it,The GW team CAN not and WILL not retreive stolen/lost property, they simply do not have the power to do so.You should instead focus your energy on trying to find out how you lost your items.Just because they did not take a mini does not mean it wasnt a "hack".Do you share your account info with your sibiling or best friend,if that is the case that might be how you lost your items, not necciseraly them stealing it, but they could have it written down somewhere and someone else found it.Durga Dido 09:55, 4 February 2010 (UTC)
- You could have also misplaced them or left them on another character (which in turn you may have deleted). King Neoterikos 11:16, 4 February 2010 (UTC)
[edit] Day-old Account
Over christmasm I accidently bought the platinum edition of guildwars from amizon along with my other purchases. I didnt need it and I didnt feel like another account, so I gave it to a friend. He played for a day and then went to log in and couldnt. Im not sure on the support ticket number or the error code, although I think its claiming a bad username or password. But what Im asking here is, is this a common problem or is it just happening to him? Thanks for reading. --The preceding unsigned comment was added by User:Radthor Dax (talk).
- From this info it's impossible to say what the problem could be. It's best if your friend contacts support directly. Rose Of Kali 02:34, 7 February 2010 (UTC)
