Account blocked for no reason

[Snakey]

Got this game through Steam yesterday.

I tried using old GW2 account (had to reset password first) then it said i had network issues(?) was actively talking to a friend so couldn't be real network issues. When I tried to log into the arena net site, and it says my account is blocked for security reasons... I tried contacting support and all they did was send a request at 3am, which didn't change anything.

I'm not sure what to now?

[kazerniel]

I heard it happen to a few other people - when you reset the password, then try to login from a different location than you last logged in, it automatically flags the account for potential hacking.

I found two reddit threads with the same issue. Based on the comment threads people managed to sort this problem with support within a couple days:

https://www.reddit.com/r/GuildWars/comments/nweudz/account_locked_for_security_purposes/
https://www.reddit.com/r/GuildWars/comments/ntbiqd/302310126377code3023/

Originally posted by Snakey:

I tried contacting support and all they did was send a request at 3am, which didn't change anything.

I'm not sure what you mean by request? Support might take a few days to get back to you.

[Metal]

Don't wory about it. Same happened with me and other's. We had false positive and account was unlocked right away.

[DeadestMoon]

I'm still waiting to hear back for me. I sent it to the Guild Wars 2 support on accident. Is that going to make a difference?

[Metal]

Originally posted by DeadestMoon:

I'm still waiting to hear back for me. I sent it to the Guild Wars 2 support on accident. Is that going to make a difference?

I sent it to gw1 with my account and personal info. It was fixed in 4~ hours or so. I was on point, what my problem was.

[kazerniel]

Originally posted by DeadestMoon:

I'm still waiting to hear back for me. I sent it to the Guild Wars 2 support on accident. Is that going to make a difference?

It might? Note sure if the same people staff the two support services. Try here: https://help.guildwars.com/hc/en-us

[Weasel699]

i found an old email from support so i replyed to when they emailed me and then went on the site and found support and the little tiny send anomsyly if you cant log in. then tweeted both arena and guildwars 1 lol so now im waiting for a response from them i think the other time i needed help it took a few days

[Atiseum]

This happen to a lot of players. Even me. Took me 4 days to get my account back. But dealing with Customer Support made me not want to play Guild Wars for a long time. but clearly there security feature is broken.

You have to go to the Guild Wars 2 web site and put in anonymous ticket on there support page.

[Squallbuddy]

I just spent 8 days recovering my account because of the same issue. Customer service was a joke. They went back and forth with me 1 email per day for 8 days and kept telling me they had unlocked the account. Every time I tried to login, same error. Finally in the end of it the support reps had unlocked the wrong account twice in the process of getting me online again. Easily the worst customer service experience I have ever had with gaming. Literally something that could be resolved in 5-10min with a chat service stretched out over 8 days...

[Weasel699]

i got mine back yesterday

[Keevo]

Got locked out this weekend after a password change. Been almost 72 hours now with no reply from support.

[Fake Faker]

Originally posted by Keevo:

Got locked out this weekend after a password change. Been almost 72 hours now with no reply from support.

their response time has been awful, dealing with the increase of returning players because of the EoD expansion to GW 2, also more and more complains about people getting locked out of their account due to the usage of VPN
I'm speaking from experience btw, my account was also locked out about 6 months ago when I used VPN to play

[Narpass]

Going through this right now. Day 5 of no response after opening a ticket. Trying to tag ncsoft on twitter to see if that makes it resolve quicker.

[Fake Faker]

Originally posted by Narpass:

Going through this right now. Day 5 of no response after opening a ticket. Trying to tag ncsoft on twitter to see if that makes it resolve quicker.

seems like it's taking about a week/7 days or more on average now according to the forum posts

[Ragnarök]

I had this issue as well a few weeks ago. Took about 2 days to get everything back after providing account name, keys, character names etc. I provided more information without being prompted after submitting the initial ticket.

[tracksone]

Id send it through the gw1 support area. Anytime i have an issue they solve it in a day

you sending it under gw2, its never going to get answered