[2020] I cannot access my account and a robotic GM wont help me.

Originally posted by complex_reduction

I had my account hacked once. Going through the "official" channels I was denied twice, the hacker installed an authenticator on the account which apparently supersedes all the proof of ownership I had. This went for weeks before I was 'officially' denied the second time. Oh and they complained about me opening multiple tickets for one issue after I was denied the first time (you know, the minor issue of trying to get my f**king account I spent 2 years playing back).

Apparently when you play from Australia for 2 years then suddenly you start logging in from Korea, install a (previously unused) authenticator, move your character to a major city, sell literally everything possible to sell on the trading post, then mail the gold to somebody else, that's not at all suspicious behaviour worth investigating.

It wasn't until I directly e-mailed the support e-mail (NOT going through the official "help me" account page) literally begging them for help that I got a response giving me access to my account back. I sent them screenshots I took in-game of me playing PVP, screenshots of my e-mail with proof of purchase, apparently this must have convinced somebody and it worked.

I logged in and was practically naked in front of a trading post NPC in Divinity's Reach, all my equipment and gold was gone. Thankfully they restored my account to a time before the hack (this took another X amount of time) but I was still flogged with "This is the one and only time we will restore the account!" as if I'm the asshole for being hacked.

TL;DR f**k the "official" channels, e-mail support directly with screenshots etc, basically everything you can because they really hate helping you

Originally posted by smitske

But it seems once again that sending it like that ends up in someone at Anet not taking things seriously, I mean it has to be clear there is a serious issue if the official way of support is actually the worst possible one to use if you want to get things resolved and instead you need to use Reddit or other means such as a direct email to actually get someone who does take the effort to look into things.