Feedback talk:Gaile Gray/Archive Support Issues/May - Jun 2011

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Connectivity Issue: Europe

Our Network Team has been checking into reports of connectivity problems that began earlier today. They are working directly with the team at ArenaNet. In a nutshell, there have been some very bad connectivity problems between the German Datacenter and the datacenter in Dallas, and those problems have been negatively affecting some players' ability to play. If you are connecting from Europe, the team is aware of the issue and is on the case; they'll get this addressed as soon as possible.

I hasten to add this is not the same issue as the one that we've been tracking since March, where players get to 0% on the loading screen when trying to connect to a US District. The issue is, I believe, unrelated to the EU Guild Hall issue first posted on this page in March. The newest permutation involves people trying to load a character into a US District (not the guild hall) and has affected only a small number of players, and only intermittently. Those factors mean it has been very difficult to track down. However, the matter was being investigated even as recently as this morning and the team will keep at it. It's a particularly pesky problem that's heading into its fourth or fifth generation of problem-solving cycles, with team members in several locations working to get it resolved. The team is implementing a new routing change tomorrow, and we're crossing fingers that the change will do the trick.

We hope to have good news on both situations soon. In the meantime, thank you all for your patience! -- Gaile 01:38, 3 May 2011 (UTC)

Just got an email and the second issue I mentioned -- the pesky, longterm problem with connectivity -- looks much better tonight, after the latest routing change. I'm not going to mention who the provider was and who it now is, but we're all feeling really good about what may just be the nail in the coffin of this two-month problem. I will post again after some more time passes, just to verify that the problem is resolved.

I'm hoping that the routing change fixes the first issue mentioned here, but only time will tell. The team will continue watching the server data nad will adjust and research the problem(s) as necessary. -- Gaile 07:25, 3 May 2011 (UTC)

Thank you for sharing with us about the status of these problems! If I see any more issues over the coming weeks I'll keep reporting them w/ the necessary information. -- Karasu (talk) 13:33, 3 May 2011 (UTC)

Thanks, Karasu, I know those reports have really helped our team nail this down. -- Gaile 19:03, 3 May 2011 (UTC)

Update: May 5

I wish there was good news to share. For a few days, things looked very good, and connectivity issues dropped nearly to zero. However, the connectivity problem for our European players (or those accessing EU districts) resurfaced again in the last several hours, and players in European districts are receiving 007, 040, and 013 errors and in many cases find themselves unable to log back in.

Emails are flying internally, involving at least 30 people, and I don't think it will be long before our Network Engineering Team and our IT Team come up with some sort of diagnosis of the problem. From what I'm understanding, the issue may be outside our server -- it may lie somewhere between our servers and our players. Over those things we don't have a lot of control, but as you'll have noticed, the team sometimes tries re-routing traffic to a different provider, and they may do so again to try to nail this bug.

I'll get you more info as I have it. And I'm sure it goes without saying, we are very sorry that some players are having this difficulty! -- Gaile 19:34, 5 May 2011 (UTC)

Thanks for keeping us posted. — Tennessee Ernie Ford (TEF) 19:37, 5 May 2011 (UTC)

I'm crossing my fingers here. The latest ticket or post about this was nearly 2 hours ago -- we may have seen a resolution. Will continue tracking to see if we can define the cause and figure out if it's really fixed. -- Gaile 22:28, 5 May 2011 (UTC)

I keep disconnecting from the friend list server at least every 2-3 minutes. It happened yesterday and today. I am a European player, yet this happenes to me in US districts, too. I hope this helps you and you can help me. 88.153.105.75 22:48, 5 May 2011 (UTC)

Literally my whole guild (and it's one of the biggest in Guild Wars) couldn't login (logging into the account worked fine, but choosing a char would only net you a code 013 and disconnect you)/got disconnected upon changing area yesterday around 17-21 GMT. 16:27, 6 May 2011 (UTC)

Happening again, after looking good for a week. Interesting enough is that not everybody got kicked out, some are still ingame, even after repeatedly travelling. 19:42, 14 May 2011 (UTC)

Plenty of cursing on Vent last night when 5 out of 12 players got kicked out (2 Dutch people, 2 Germans and a Swedish) while doing Kanaxai. I'm quite used to have a code=005/007 sometimes, but this amount is crazy. Hope this is being solved soon... thanks Gaile for being on it! 82.176.8.4 13:29, 15 May 2011 (UTC)

looks like the bug is back. My guildies on ts3 and me are all getting 013 Rumian 17:33, 17 May 2011 (UTC)

Account Hacked

Dear Gaile, Account Hacked [Incident: 110516-000133] I'm contacting you in regard to a recent incident in which my Guild Wars account was accessed without my authorization. I first noticed the problem early this week when I was unable to log on to my account, receiving an error code saying my password was wrong. After logging in to my NCSoft Account and changing my password, I finally regained control of my Guild Wars account, only to find it had been stripped. Though my characters were in tact, I lost all items of value in my storage, all my gold, all crafting materials, every armor set across all characters, all weapons, all hero weapon sets, and all hero insignia and runes. After contacting support, I was disheartened to find that there was no way to replace the items that had been lost. I know my story is not unique, and I understand the support team's policy with respect to replacing items... and why it's not something that can be done.

I guess it's just disheartening to learn that as a six year veteran of Guild Wars, my time, experience, and attention has been lost due to the illicit activity of some jackass who's "great" with a computer. I'm lucky I only lost my items and not my characters, I guess... I'm just bummed there's nothing you guys can do about it... no compensation, no way to reconcile the issue in the best interest of the player.

Any chance there will be something implemented for Guild Wars 2 that keeps this sort of loss from happening? Because it has really put me off from playing the game.EtherealAngel

What else are you expecting? The way you're talking about this it sounds like you think it's ArenaNet's fault you got hacked. Use a better password, make sure you're on the correct site when you type your info, keep viruses and such off your computer. These things are the best way to protect your account, rather than simply depending on security measures ArenaNet has implemented. --ஸ Kyoshi 05:57, 19 May 2011 (UTC)

I'm expecting security on the server side to be a bit tighter. Seeing as how I keep things ridiculously safe on my end, I am left with nothing else but to conclude that my hacked account occurred because an information/security leak on ANet/NCsoft's side. My gripe is that there's no way to verify lost items earned in game, meaning there's no solution that benefits the player. Providing screen shots, and inventory script... something would be better than nothing, IMO.

"Use a better password" is 100% bullshit. My account name is a mail (not even my own) that haven't even existed for 6 years now. It doesn't matter if my password is "4TSKSKsslkjsesaelkjseaöl54p+¤¤#3333%#¤¤T" or "lol", I still had someone entering my NCsoft account. -Cursed Angel 22:32, 21 May 2011 (UTC)

I can imagine your pain mate, but on the subject of security, changing your password is one step, but then there are programs out there that can hack that. Something I noticed in another game I play (not an mmo) is that it has the IP filtering, and you can turn that on or off. with it on, it will litterly not like you logging on to different IP Addresses (example, I am at home, it likes me because that is normal, but while I am on base it will litterly yell at me regarding that it isn't normal and sometimes lock the account for a few days 'orriginally disband the account but they since fixed that')

also since I have been taking a bit of a vacation, instead of soling relying on the password that might get hacked, have a sort of vacation mode with questions to answer and something else (yes this is in the wrong area but I have no idea where the official area is, since it doesn't like me for that)

I feel for your lose mate, but lets hope things can be fixed in the future. sad thing though, as security get more complicated, so does the hackers Ocren 03:30, 29 June 2011 (UTC)

GWDressUp

Gaile,

I realize ArenaNet cannot endorse any 3rd-party programs, so that's not at all what I'm interested in here. Tex-Mod and GW Multi-Launch have been given a pass from bannings and there is a new program some people are interested in called GwDressUp. Obviously no one should expect that ArenaNet will say this program is totally safe, but the aspect of using it (because it attaches itself to the gw.exe file) makes people a little nervous if they will be banned for using the program. As we've seen, wrongful bannings do occur and it is exceedingly hard to have them removed. The program itself, as presented, offers no gameplay advantage other than saving users millions in gold by not having to buy every single piece of armor and dying them multiple times. Could someone have a look at the program and let players know, in advance, if they use an unaltered version of the program, that they are safe from bans?

Guru Thread

Ghosst • Talk •

I can see a huge difference with multi launch, it isnt open source, its hard or near impossible to verify exactly whats its doing without the source, the author havent answered if he can make them available, thats highly suspicious but if you can get him to publish them all doubts would disapear (that doesnt make anet approve it but at least ppl can review and tell if its safe or not) 82.224.68.40 07:33, 16 June 2011 (UTC)nobody

see Texmod#ArenaNet for their stance on 3rd party programs. ~ PheNaxKian talk 13:57, 16 June 2011 (UTC)

Been to Codex lately?

Or, have any of the support personnel? While game designers might have a larger impact on the reasons behind comments and advice like this, I thought support might also be interested. -- FreedomBound 11:21, 19 May 2011 (UTC)

Yes, I may have exaggerated it slightly but the issue still exists. But while I definitely think something should be done about it, I do acknowledge the difficulties the support have with this issue such as "Where is the line between match manipulation and normal playing?" and these farmers can just alter by playing 'normally' without resigning but because there is only 8 players they will still accrue the same benefits. Thus, there little the support can do about and the true problem lies in the popularity of this format which allows this to occur. While I do very occasionally drag the remaining team-mates after GvG dead hours to police Codex for these farmers and abit of laugh, it does little to deter them since they can just wait until we're gone. Hence by giving this advice to a (hopefully) wide wiki player-base, enough of these farmers would appear and therein lies a temporary solution until the game designers get time to work on this. Zencow

Appeal for [110611-000242]

Dear Gaile,

I want first to apologize for the email I sent last week to plead my case, I didnt saw the part where you say none should send email directly to you for appeals, futhermore I didnt mentioned the incident number so it was really fail move, sorry for this.

I was whilling to keep this issue somewhat private since it is a bit shamefull, but it would seem this is my last resort, while I could see also your not a supreme court of appeals and that in similar case it usually doesnt change the outcome, Im still hoping to find a solution and requesting your help.

The ticket should provide sufficiant material for you to review the whole incident, if you need any other information please just let me know, the incident isnt closed yet but I fear the situation just cant resolve by itself hence why Im here.

I have hard time with the support saying he appreciate and think im sincere but wont give any second chance, this is a depressive situation for me and I think the punishment is a bit severe (over 70 serial keys burned down for one error that is less than 0.1% of my time spent in game, no warning nothing).

Thanks for your time and hoping to hear from you soon. ArukAdo 15:37, 21 June 2011 (UTC)

Gaile is here to help if Support becomes unresponsive, not while you think you're losing. I wouldn't expect a response yet. --ஸ Kyoshi 19:30, 20 June 2011 (UTC)

The support forums [1] are replacing this page, so post your issue there if this doesn't get resolved within an acceptable timeframe. Gaile posts there every evening. AndrewB 13:44, 21 June 2011 (UTC)

Its impossible, banned accounts cant login in there, it cant replace this page or it mean theres no more appeal. ArukAdo 15:37, 21 June 2011 (UTC)

Stephane Lo Presti has said that Gaile will announce her plans for this page. Knowing Gaile, I'm sure she'll take time to respond to any ongoing issues. Also knowing Gaile, I'm sure that ANet has figured out some way for permanently banned accounts to mount an appeal. — Tennessee Ernie Ford (TEF) 16:26, 21 June 2011 (UTC)

I didn't know banned people are unable to register there, sorry. I just tested it, and you're right. I'll put this up as an issue there, I hope Gaile gets to you shortly here! AndrewB 08:35, 22 June 2011 (UTC)

Dunno if this was your post, but I'm relatively concerned about this issue now, the way Gaile is addressing it. I've sent her a private message for details so I'll post her response here unless she beats me to it. --ஸ Kyoshi 04:18, 23 June 2011 (UTC)

In my case it wasnt an error but I dont see why I cant try anyway (that post from Gaile is suggesting to use second account in that case but erh, all was banned), even if for the others readers its meaningless, its not for me so I dont see whats wrong with having some hopes and try a last time to beg for mercy. If thats not suppose to be such a place im sorry but I dont think I did harm anything with that request, eventually wasted Gaile's time but since its important for me I dont feel its that much a waste actually. She might just never answer but at least I did try. From start to end Im only getting "No we wont accept appeal", and eventually "I apreciate and I think you sincere, but no(simplified here)", this is frustrating and depressive, regardless what you guys think this is justified request or not, Im still having hopes even if its not justified. ArukAdo 05:04, 23 June 2011 (UTC)

I understand that you are upset, but match manipulation is and has always been a bannable offense. (I'm pretty sure that's the case in most other games with a competitive element, as well.) The abuse that was going on was excessive. I mean, cheating is cheating, and it can't be ignored in any case. But flagrant abuse like what was happening a week or two ago was appalling. One of the Live Team members took time out of his busy schedule to do some of the research, and I met with the Live Team several times about the subject, hosted a conference call meeting, exchanged a flurry of emails on the subject, and the decision was that we could not do anything other than close the accounts. As we will continue to do when we catch other players doing the same thing.

End of the day, we cannot reinstate the terminated accounts. And I feel really bad saying that because I don't mean to be cruel or heartless, but someone can't take a dive in match after match, gain ungodly wealth in a short amount of time, and then say "What, that's cheating? Who knew?" Our players are smart. They're smart enough to know when something they're doing is wrong. (100 or 200 "games" in a day? That's ridiculous! That's... cheating! Using multiple accounts is non-matches to get rewards? That's cheating, too!) Our players are also smart enough to know that when they cheat they take the risk that they will get caught, and that if they get caught they might lose their account. You ask why you were not warned. You were warned, every single times you accepted the User Agreement. And honestly, I can't help but think you were warned by your personal instincts about the wrongness of what you were doing. -- Gaile 06:57, 23 June 2011 (UTC)

Thats right, but there you are implying I did lie in my argumentation, witch I didnt, your saying basicly "I knew", well no I didnt or obviously I wouldnt have start it in the first place (no im not dumb and wasnt whilling to trow away 4 years of my life, its ridiculous to think otherwise, and my pvp/gvg historic does proove im right here), if this was true I wouldnt have used my main account and would have just "risked" the alternate ones, obviously "smart" isnt the adequate term in your argument, but yeah I was ignorant, and no I wouldnt have try my luck if fully aware of the situation.

Your reacting on the quantity, well yeah with that many accounts thats the logic outcome, what would you except? and yeah if thats matter I saw people using more than I did (full team), this doesnt make it right, it explain how it happened, yes if you have nearly 70 slots it takes a long time to clear up zaishen quest everywhere. If we follow your logic the quantity doesnt matter, as wether "cheating" on 1 or 100 match is the same, the quantity again is simply the result of multiple accounts, its not like I could have done so with just 1 account, Im just 1 person but yet I have to take the penalty on 6 accounts, how thats fair?

Also regardless I would have done only 2 cycles instead 3 or even a single, from what you and support saying that wouldnt have helped me there, whatever the "size" of the offence you still threated every account the same way, so yeah when I realized this was wrong it was obviously too late, you know, when you play all day long and your tired, you dont forcably think first to reread the UA to check if you did something wrong or not, you get some rest.

The wealth isnt the problem either, as support could review, it doesnt even get close to what I got before any of this did happen, and it could also be easly destroyed.

Im saying it wasnt fair there was no warning or this is a bit severe, thats, because im not even a pvp'er, if I was having like several titles acquired trought syncing codex ect... You would have "catch" a very bad guy, but here it isnt even remotly the case, the reality is one bad guy persuaded me it was "ok", thats maybe dumb of me to think its "ok" and I definitly shoudnt have, but again, theres nowhere any prevention on anything, people are saying gvg is dead, witch is pretty much true, since sincying works so easly, the problem isnt what I did or the quantity, the problem is theres not any sign of anything to prevent you doing so, unless you read the UA every day before going to bed, Im normal been, I dont read the UA every day and after 4 years yeah I forgot it totaly and no I wasnt whilling to take a risk nor doing something that is bannable offence, if you dont want to understand or think im lieing fair enought, but thats what happened and yeah I was been sincere, Im not upset at all what happened is relativly normal, Im depressed thats different, GW was the only activity I had left in my life that was giving me some satisfaction and on the first error I get the maximum punishment.

Anyway thanks for the answer, I know you try your best, as for others games since they have monthly fee Im pretty sure they give first warnings or something equivalent, dunno if they have appeal but here there isnt thats pretty sure, you should change the term as appeal would imply you are given a chance to explain yourself or influct on the judgement, this is just cosmectic issue tho.

If you are really spending time and efforts to find ways to reinstate accounts then why nothing is happening? Im sure you guys have enought creativity and ressources to figure this out, I wouldnt mind to have a permanent effect "you cant pvp" pretty much like you get "this is pvp", but surely it would be simpler/saner to trust players that realize its a mistake or monitor them, I really doubt you get 100% bans to come back and say they are sorry.ArukAdo 18:10, 23 June 2011 (UTC)

---

Some criminals get their redemption by helping the police. Helping the L.A.P.D. (Lion Arch Police Department) to identify the new methods used to cheat (AB syncing, lags on commands and the new generation of rupt bots would be great) might be a smart move to make one consider a lower, say, sentence. Yseron - 83.196.155.217 08:28, 24 June 2011 (UTC)

This was just a prank ? If so it wasnt very funny, otherwise you will have to be a bit more specific.ArukAdo 16:06, 24 June 2011 (UTC)

The best jokes are the shortest ones: go download a rupt bot, it's ok. Yseron - 83.196.155.217 16:13, 26 June 2011 (UTC)

Harassment issue

Hi Gaile,

There's a user named Slave Nigro Kock who's been haunting the Great Temple of Balthazar for a few days. He's currently in American district 2, telling racist jokes, swearing randomly, and generally spamming local chat to no real purpose - in all caps, to boot. I've previously seen him popping in and out of district 1 just long enough to send a hateful epitaph before leaving so no one can report him. He's slightly amusing now that I'm down half a bottle of wine, but I think it'd be better for everyone if he were banned before I gave in to the temptation to teach him some actual funny jokes. Best, -- Armond Warblade 04:45, 16 June 2011 (UTC)

He's apparently been taken care of. Thanks! -- Armond Warblade 05:18, 16 June 2011 (UTC)

E-mail user not working

Hello Gaile :)

I am trying to send you an e-mail through the wiki but I am getting an error every time.

"Mail object returned error: error_log(/var/log/httpd/mediawiki.log): failed to open stream: Permission denied"

I am a registered user with a confirmed e-mail address and I have tried using different browsers and disabling internet security programs. I would really like to send you an inquiry privately so hopefully this problem can be fixed soon.

Thanks --The preceding unsigned comment was added by Belieber2169 (talk • contribs) at 05:11, 27 May 2011 (UTC).

Belieber: you can report wiki bugs on the wiki bug page (linked from your navbar, under toolbox); Gaile isn't responsible for the well-being of the wiki. If you don't want to troubleshoot/wait for a solution, follow the support contacts, create a ticket (using email), and direct it to Gaile; she'll get it (just a tad slower than using the email function).

Have you tried emailing any other registered users? (That might help narrow down the issue.) Good luck. — Tennessee Ernie Ford (TEF) 05:23, 27 May 2011 (UTC)

Thanks for the quick reply. I added a topic on the bug page so hopefully that can be sorted soon. The problem is, after testing with a friend it looks like the same error shows up but an e-mail with the content is still delivered directly to their inbox. Because I was testing my settings I tried sending it several times...Sorry Gaile if you got a bunch of the same messages from me, that was not my intention!

Yes, I had a flood of emails from you beginning at 9:00 tonight. Please note that it is not appropriate to email me (or anyone else at ArenaNet) regarding account issues; this is the place to discuss such questions. And as gently as possible, sending a mass of individual mails is never a good thing. I suggest that should a similar situation arise in the future, you test the system sooner rather than later to avoid sending a ton of emails to another hapless recipient.

I have reviewed the chat records. I also thoroughly read and appraised the explanations you offered for the various comments you made in the game. I am aware that you were using a new account that you created after your previous account was closed due to chat violations. I did not examine the records of those previous violations, but judging from the content of your current appeal, I believe you accept that the previous closure was appropriate. I can assure you that the Support Team is not targeting you for review; they are not paying you special attention; they are not reviewing records in an attempt to justify taking action on your new account. Based on the multiple examples I reviewed -- and remember that the team probably reviewed many other chat strings -- I have concluded that the team acted responsibly and appropriately in closing the account. -- Gaile 07:12, 27 May 2011 (UTC)

Thank you for looking into this matter for me. You are correct that I have come to terms with the previous closure and due to that I have adjusted my choice of words carefully with the new account. I am glad that you believe the support team is not singling me out. However, the examples I was given of my chat were hardly violations at all as they involved no explicit words, and nothing sexually descriptive or otherwise inappropriate. As I said before, maybe what was said is being misunderstood or read out of context, because I still cannot figure out why this action was taken unless it is being based off of my former account purely. There also could not be much else said because I only had the account for about a month! I have apologized numerous times about the first account incident but feel like even though I am behaving appropriately this time around, the negative past is still being held onto. If you have any questions for me I am willing to answer just about anything either here or privately. Please reconsider and take into account what I have said and what the actual facts are pertaining to this account. Thank you. -- Belieber

Banned account and the guild on it

→ moved from Feedback_talk:Gaile_Gray#Banned account and the guild on it

Hi, I got my account banned during the massive "ban all the bots and everything near them" event, wich i still don't get how it comes that i was banned since i was in the middle of my army duty at the time and hadn't been playing for a very long time so i was kinda surprised to find my account permabanned when i got back. So after arguing back and forth with the support group i realized that i won't get it back, but i really do want the guild back that is on that account, and the big problem is that my account is the only one in the guild.

So i wrote another mail to the support about the ability to get the guild back, but they basicly told me that they can't do anythng about it at all. So i hope that you can help me a bit here, i do realize that getting the guild back in it's current state might be hard. But since they proved that they have the ability to delete guilds (see [don] incident) i'd appreaciate it alot if you could talk to them and help me get the guild deleted so we can reform it useing that very same name.

Thx in advance --The preceding unsigned comment was added by Phear (talk • contribs) at 23:04, 29 May 2011 (UTC).

Since you've spoken to support, perhaps you can add any of the ticket numbers to this. (It will help Gaile in tracking down the history.) — Tennessee Ernie Ford (TEF) 00:30, 30 May 2011 (UTC)

The support ticket about solving the issue about the guild is Incident: 110122-003384 --Phear 09:05, 30 May 2011 (UTC)

Idea for account security

IP based game account security. You can still login and validate the IP, but if it is an unknown ip, keep the account from doing anything internally. Make it optional for those of us who are actually concerned about security. I got hacked and current security is stupid. Kyle van der Meer 18:56, 1 June 2011 (UTC)

Don't forget to create an official suggestion. — Tennessee Ernie Ford (TEF) 21:16, 1 June 2011 (UTC)

Code=45; dormant account accused of RMT [110529-001765]

I have a similar problem to Lyger. After not using guildwars for around a year (maybe more, maybe less) I tried to start playing again, but when I type in my login details I get (Code=045) and a message about my account being involved in buying or selling gold for real money (which I have never done). I contacted support to try to get my account back on 29th May, and after receiving updates from support I got an email saying that it would be put to a senior staff member for further assistance on 30th May but haven't heard anything since, so I thought I'd post here to see if you can help as it has been a week with no response and I'm worried that it's been forgotten about. My support reference is 110529-001765. Also a friend of mine said that last year there were problems with account security (although I don't know how true or false this is), so it could be something to do with that . Thanks for you help (and sorry if I'm just being impatient), Slarevyn --The preceding unsigned comment was added by 91.111.124.14 (talk • contribs) at 22:02, 6 June 2011 (UTC).

-> Edit: Just received another email asking for a new secure email, so I think the issue is close to being sorted. :) --The preceding unsigned comment was added by 91.111.124.14 (talk • contribs) at 13:13, 7 June 2011 (UTC).

I'm sorry it took a while, but the team can get pretty darn busy. I'm going to assume that since you didn't post again after your edit, things were sorted and you're good to go now. -- Gaile 06:43, 23 June 2011 (UTC)

Hacked/banned

Hi Gaile, I dont know how else to seek help, I have been hacked and banned, i have opened a ticket, but while i normally see support getting back to me quickly, this time either it feels like forever, or they really are not. code=45, thats all i saw. it started with me coming home from work, around 7pm my time i decided to log in, my password wouldnt work, i saw the "protect your account" announcement at the login and got a rush of paranoia, reset my password, changed my password via my ncsoft account, tried to log in again only to discover im banned and code=45. i sat speechless for i dont know how long until my wife realized im staring at the monitor with my jaw dropped and quickly sent an email to support. after having done so, i mentally scrambled for changing passwords everywhere, i logged into my second account and noticed in the Guild Roster that my main account had logged in 12 hours ago (7pm when i wanted to play....yet 7am when someone had logged in...i start work at 7am so its impossible for me to have logged in) thats when i realized i had indeed been hacked. I dont care about my ingame "stuff" i can always earn it back...but how do i get my account back???

Please help Thank You 71.202.198.72 02:20, 24 June 2011 (UTC)

As long as you've still got your access keys to prove account ownership, it shouldn't be a problem to get your account back. It may take a day or two of trading emails with support, but just be patient.-- Pyron Sy 02:56, 24 June 2011 (UTC)

I certainly hope so, otherwise this will be the most depressing weekend I have in years, not to mention the most depressing year... :( 71.202.198.72 04:04, 24 June 2011 (UTC)

I'm going to move this to Gaile's support page, since it's really more relevant there. Aside from that, giving them one night to respond before coming to Gaile is not going to get you a response from her (or support) any quicker; you should really keep from posting here until Support has been out of touch for around a week. --ஸ Kyoshi 07:12, 24 June 2011 (UTC)

To OP: That is pretty much exactly how I noticed when I had been hacked, except it was several days after the fact. While it felt like eternity, Support was really quick in getting back and reopening my account once I proved ownership. The banning is standard procedure, mostly to lock the hacker out of any further access to the account. Just give Support the info they ask for when they ask for it, and you'll have your account back soon! 81.234.120.18 20:49, 26 June 2011 (UTC)

well I got my account...with everything salvaged, sold, stolen etc....been farming over 12 hours to having something to buy armor with :(

Support related question on behalf of a friend [110626-002078]

Heya, Gaile! Quick question for you. My friend (personal data removed) has been trying for the past few days now to get in touch with support to recover her password after having been away from the game for some time following a previous account issue but to (currently) no avail. I was wondering if you had any idea on when she'd be likely to hear anything back from support or who she could contact in the meantime as it seems to be dragging on a bit? Thanks! -- Kiyoshi Ryuu --The preceding unsigned comment was added by Kiyoshi Ryuu (talk • contribs) at 09:25, 27 June 2011 (UTC).

Ryuu: Gaile will need the ticket number (please do not include personal data about the player). — Tennessee Ernie Ford (TEF) 16:39, 27 June 2011 (UTC)

Ah, my apologizes. Would I need to post the ticket number here then or ... ? -- Kiyoshi Ryuu --The preceding unsigned comment was added by 94.196.217.93 (talk • contribs) at 16:46, 27 June 2011 (UTC).

Here is fine. — Tennessee Ernie Ford (TEF) 16:52, 27 June 2011 (UTC)

Alrighty, here it is. Her tick # is - #110626-002078 -- Kiyoshi Ryuu --The preceding unsigned comment was added by 94.196.217.93 (talk • contribs) at 18:34, 27 June 2011 (UTC).

Hi there - just wondering if you could tell me if any progress had been made regarding this matter. I don't think my friend has heard back at all yet. Thanks! -- Kiyoshi Ryuu

You would probably have more luck posting on the Support Forum. Gaile said she intends to state her plans for this page later, and for the moment it seems that means she won't respond here. --ஸ Kyoshi 15:49, 2 July 2011 (UTC)