Account Security

Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing Guild Wars 2 looking for matching accounts. To protect yourself, use a strong, unique password for Guild Wars 2 that you’ve never used anywhere else! If your current password isn’t unique to Guild Wars 2, change it today! Do not under any circumstances use the same password for Guild Wars 2 as you do for your email account.

We’ve observed hack attempts against hundreds of thousands of accounts that don’t even exist. To protect those people in case they purchase Guild Wars 2 and create an account, we will now disallow customers from picking passwords that we’ve previously seen used in a hack attempt.

See this article for more tips on choosing good passwords and keeping your account secure.

Account Security
Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing Guild Wars 2 looking for matching accounts. To protect yourself, use a strong, unique password for Guild Wars 2 that you’ve never used anywhere else!

When accounts are hacked and then used for botting or spamming ads for gold sales, we ban the accounts until we can return them to their rightful owner. If you login and see the message, “this account has been permanently banned for a violation of the User Agreement,” and you’re not a gold seller, it’s likely that your account was hacked. Please contact customer support using the instructions below.

If you see email authentication messages in your inbox asking you to approve a login that you didn’t initiate and from someplace you don’t recognize, that’s a sign that a hacker knows your account name and password, and is only being prevented by the email authentication feature from accessing your account. You should immediately change your password to a new, unique password that you’ve never used anywhere else.

Account Security

Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing Guild Wars 2 looking for matching accounts.

To protect yourself, use a strong, unique password for Guild Wars 2 that you’ve never used anywhere else!

Today a Guild Wars related fan site announced that its account database has been breached. That’s important but just one of many apparent breaches of other games and web sites that hackers have been collecting email addresses and passwords from. Protect yourself by using a unique password for each game and web site account you care about, and especially be sure to use a unique password for your Guild Wars 2 account.

Account Security

Read this! If you don’t want your account hacked, don’t use the same email address and password for Guild Wars 2 that you’ve used for another game or web site. Hackers have big lists of email addresses and passwords that they’ve harvested from malware and from security vulnerabilities in other games and web sites, and they’re systematically testing Guild Wars 2 looking for matching accounts.

We’re doing everything we can to protect you. But to protect you in this case, we have to start with, “the hacker knows this person’s account name and password; now how do we keep him from stealing the account?” That’s hard to protect against. Don’t let it get to that point. Please immediately change your password to a new, strong, unique password that you’ve never used anywhere else.

Hacked Accounts

Our customer support team is prioritizing tickets from customers with hacked accounts or who are otherwise blocked from logging into the game. If your account was hacked, please follow these instructions for submitting a ticket, to make sure that your ticket is correctly prioritized and to make sure you’re submitting all the information we need to restore your access.

For hacked accounts, expect a response within 72 hours. As of this writing we’re working on tickets submitted August 30. If you submitted a hacked account ticket on August 29 or earlier, and haven’t received a response yet, your ticket may not be correctly prioritized. In that case, please submit a new ticket using the above instructions, and in the title write, “Hacked Account – Ticket submitted August 2x – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number), and we will prioritize your existing (August 29 or earlier) ticket.

Reset Password

We’re leaving the “reset password” feature disabled for now. If you forgot your password, please contact the customer support team.

We’re leaving this disabled for now because we believe that a significant number of customers are unaware that hackers have the passwords for their email accounts. If we enable “reset password”, a hacker who can get into an email account can use that access to get into the associated Guild Wars 2 game account.

Email Authentication

Email authentication is a feature we use to prevent hackers from gaining access to an account even if they know the account name and password.

We suffered an outage of email authentication mails today, preventing players from authorizing logins from new locations. This is now resolved.

When you receive an email authentication message, or any other email from [email protected], do not mark the email as spam! If you do, your email provider may prevent you from seeing any future email authentication messages.

Parties, Guilds, etc.

We’ve made significant fixes to parties and guilds. However, you may still see intermittent outages. These outages cause symptoms such as party members not appearing on the map, party members not staying in the same overflow servers as they travel between maps, party members not joining dungeons together, and guild invites not working.

Trading Post

We’re periodically opening the Trading Post for testing. This morning it was open to all players for six hours. As of this writing, the Trading Post is offline so we can apply further bug fixes and performance improvements.

This morning during testing, some users purchased items and didn’t immediately receive them, or sold items and didn’t immediately receive the gold. We do have record of these transactions and are working on completing them. Check the “pick up” tab on your commerce panel to see if your transaction has completed.

PvP Tournaments

PvP tournaments were temporarily disabled today. We have now restored them.

World v. World

World v. World matches are now updating daily. We’re running 24-hour matches to balance servers.

Worlds

We added three new worlds in Europe on Thursday, and three new worlds in America on Friday, and increased the population limits on all worlds.

Overflow

During this initial surge of high concurrency, and especially while most characters are low-level and thus playing in the same starting areas, it’s common for players to be directed to overflow servers. If you want to play with a friend, but you’re not on the same overflow servers, you can form a party together, then right-click on your friend’s portrait in the party list and click “join”.

We expect the use of overflow servers to naturally subside as players spread out more through the world.

Botting and exploits

It is our policy to permanently ban accounts engaged in botting and exploits, and we’re ramping up to do that.

If you discover an exploit in the game, do not exploit it or publicize it, but instead please notify us immediately at this new email address: exploits (at) arena (dot) net. (This email address is for notifying us of emergency exploits. We cannot respond individually to questions sent to this address.)

Forums

Our most important priority at the moment is to ensure that the game runs stably and flawlessly. So as to not create additional demand on our infrastructure and on our programming team, we made the decision not to open the forums until the initial mass influx of players has calmed down a bit.

Next software updates

We’re making non-disruptive changes throughout the day. We’ll publish the next back-end server update tonight at midnight Seattle time. The game may be unavailable for approximately 20-60 minutes while we perform this update.