20+ years of Guild Wars, account terminated after hacker bypassed support verification — I have full proof of ownership
Hey everyone,
I've been part of this community for a long time — I played Guild Wars 1 and have been playing GW2 since launch. This game means a lot to me, which is why I'm reaching out here.
My account was hacked. Someone obtained my email address (likely through a French government data breach that exposed millions of records) and tried to access my account. I noticed it when I started receiving 2FA codes I never requested. I immediately contacted ArenaNet support and provided :
- A serial key from my 2019 Path of Fire Deluxe Edition purchase
- Two order numbers from purchases made on May 13, 2026 (Janthir Wilds + Visions of Eternity — 50€ spent less than two weeks ago)
- My full billing name, address, and character names
The problem is that before my ticket was processed, the attacker had already contacted support and somehow passed the account verification — most likely because they had access to my email inbox and could read my old ArenaNet confirmation emails.
ArenaNet has now terminated my account and told me no further appeal is possible. I have been playing this franchise for over 20 years. Losing this account isn't just losing progress — it's losing a huge part of my gaming history.
I have solid proof that I am the legitimate owner. I'm not asking for special treatment — just a fair human review of my case.
Has anyone experienced something similar and managed to get their account restored ? Is there any way to escalate this beyond standard support ?
Thank you for any help.