Can't Login (and problem with support).

Can't Login (and problem with support).

in Account Issues

Posted by: Machlol.6285

Machlol.6285

Q:

I cannot log in. I run the launcher and I get an error. Picture is attached to this message. I stopped playing awhile ago and I returned to play. I had to change my password, which I did, but I still can’t log in. I’m also using Windows 8 Pro 64-bit (since it is not listed in the drop down menu of support).

I need help. I can’t submit tickets for days now because the website just hangs and never processes whenever I click “submit.” (and I’ve tried different browsers). So the forums is my last resort for getting help from ArenaNet.

Attachments:

Can't Login (and problem with support).

in Account Issues

Posted by: ArcticPanzerWolf.7692

ArcticPanzerWolf.7692

Similar situation for me as well. Check your e-mail to see if anyone requested a change to your login credentials. I was able to get my account restored by submitting a ticket, and can access the character screen, but when attempting to get a character into the game, I get a message that another client is accessing the game with my account.

By the way, I have not logged in for two days now and somehow my mesmer went from level 6 to 42 as of this afternoon. Like me, your account has likely been hacked. Under the account management/security option, I show another IP address as logged into my account for 36 hours now, yet I am not able to disconnect them.

I have changed the password as well as set up and verified e-mail authentication, yet the hacker is still in my account. I have submitted a ticket, yet no help from ANet on this specific issue.

I’ve seen several of these pop up in the last two days. I remember Rift players experiencing a similar problem where Trion insisted it was a local problem only to later find out they had a serious flaw in their authentication process.

Can't Login (and problem with support).

in Account Issues

Posted by: Gaile Gray

Gaile Gray

ArenaNet Support Liaison

Next

I cannot log in. I run the launcher and I get an error. Picture is attached to this message. I stopped playing awhile ago and I returned to play. I had to change my password, which I did, but I still can’t log in. I’m also using Windows 8 Pro 64-bit (since it is not listed in the drop down menu of support).

I need help. I can’t submit tickets for days now because the website just hangs and never processes whenever I click “submit.” (and I’ve tried different browsers). So the forums is my last resort for getting help from ArenaNet.

I will see if an agent can create a ticket for you and contact you, since you cannot submit a ticket to us.

Gaile Gray
Support Liaison
ArenaNet

Can't Login (and problem with support).

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Similar situation for me as well. Check your e-mail to see if anyone requested a change to your login credentials. I was able to get my account restored by submitting a ticket, and can access the character screen, but when attempting to get a character into the game, I get a message that another client is accessing the game with my account.

By the way, I have not logged in for two days now and somehow my mesmer went from level 6 to 42 as of this afternoon. Like me, your account has likely been hacked. Under the account management/security option, I show another IP address as logged into my account for 36 hours now, yet I am not able to disconnect them.

I have changed the password as well as set up and verified e-mail authentication, yet the hacker is still in my account. I have submitted a ticket, yet no help from ANet on this specific issue.

I’ve seen several of these pop up in the last two days. I remember Rift players experiencing a similar problem where Trion insisted it was a local problem only to later find out they had a serious flaw in their authentication process.

I want to make sure I understand: Support returned access to your account, but you’re (1) not able to access the account and (2) when you attempt to log-in, you do not automatically disconnect the other person playing?

That sounds as if your email has been hacked and the hacker is reading it and getting access to the new password. I suggest you update your ticket through the interface on the Web, and that you create a new email account to discuss this with Support. I could be wrong, but this seems very much like an email compromise to me.

Best of luck!

Gaile Gray
Support Liaison
ArenaNet

Can't Login (and problem with support).

in Account Issues

Posted by: ArcticPanzerWolf.7692

ArcticPanzerWolf.7692

Gaile,

I used the restore option where I was asked to provide additional information which included the serial number, e-mail, game account, last 4 digits, etc. I was sent a temporary password, which I promptly changed. Authentication e-mail was sent and I was able to log back into forums and game.

When logging into the game, I get to the character selection screen, but once I select a character to get into the game I get the following message:

Disconnected. Another client has connected to Guild Wars 2 using this account. Please try again later. 35:5:1:793:101

When I log into “My Account” through the website, under “Security” and “Current Logins” it shows some other IP address as logged in and with a “Disconnect” button under “Log Out”. Clicking on this button brings met to this:

Page not found

Host
account.guildwars2.com
URL
/account/security/disconnect

JsSrv3/5541601.16917 Instance/16.374218032

As stated, my mesmer has picked up about 36 levels over the last 36 hours without me logging into the game. My credentials have never been shared with anyone and the new password (unique to GW2 and used nowhere else) was not transmitted via e-mail. It appears that the hacker is still in the account and my attempts to log in are not automatically disconnecting the other client.

What does the “disconnect” button do in the Security section of My Account? Why can’t ANet disconnect this other client?

Can't Login (and problem with support).

in Account Issues

Posted by: Bluestone.7106

Bluestone.7106

You may have a keylogger or something on your account if they have your password despite you changing it.

You should do a full sweep/scan of your PC.

My homeworld is Blackgate.
I am a GW2 player in New Zealand.
Check me out on the GW2 wiki.

Can't Login (and problem with support).

in Account Issues

Posted by: Machlol.6285

Machlol.6285

Thank you for getting an agent to open a ticket for me Gaile; I received an email today.

One thing I forgot to mention is that I keep thinking that the last 4 digits of my display name changed. It’s like some gut feeling I have but I have no way to confirm it because I never bothered to memorize or write down four randomly generated digits when I first started playing. So I could be totally wrong.

Can't Login (and problem with support).

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

I’m glad you have a ticket going. If there is ANY chance that your email has been breached, update your ticket to tell Support to contact you on the new address. They will be able to verify it’s you because you have access to the first account and can provide other details. If you keep the second email absolutely secure, then you can discuss password resets, etc., without worries that someone evil is reading those mails.

Gaile Gray
Support Liaison
ArenaNet

Can't Login (and problem with support).

in Account Issues

Posted by: Machlol.6285

Machlol.6285

My issue was resolved by support and when I accessed the game, everything seems where I had left off. Thanks!

Can't Login (and problem with support).

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Excellent, thanks for letting us know!

Gaile Gray
Support Liaison
ArenaNet