Guild Wars 2

As mentioned in this thread, if you have not had a response in 72 hours, you may post your ticket number in the Tickets for Review thread. We ask that you not create separate threads about ticket follow-ups, or “how long does it take” inquiries, either.

Agents answer as quickly as possible. Some players have their issue resolved within minutes, and some — due to the complexity of their issue or, rarely, a sudden influx of ticket — may take a few days. Tickets that have multiple layers, such as a hacking incident coupled with an account restoration, will require several days.

Again, we ask for your patience as our agents work on tickets in the order received. We also ask that you not submit new tickets to inquire about previously-submitted tickets, because that slows the system. If you want to follow up on a ticket, simply update your current ticket by responding to the e-mailed response that you received. That will get your follow-up into the right queues without slowing the system and delaying your response.

Thanks for your help with this.

Update: 17 July 2014

749494 – Resolved
747706 – Resolved.
715527 – Please ask your additional question within your current ticket.
754149 – This ticket is less than 2 days old. This thread is intended only to check on tickets that have gone three full days without response. Please allow the team time to help you.

I am sorry you’re having this issue, and I do not believe that that particular credit card is now disallowed, but it would be best to speak with Support so they can help you personally, since each issue is a bit different.

Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, which will create a ticket within the support system. If you do not know some of the information requested, leave the field blank. However, there are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted. Once you’ve done that, the CS Team should be able to help you.

goblin.5938:

Gaile Gray.6029:

Please note that your friend will need to submit a ticket — you cannot do so for her.

If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.

Firstly, as i said, she has submitted the ticket herself (actually i helped her as we live together). Secondly, she can’t neither log into her account nor get any information about this ticket she submitted.
She can submit another ticket if you suggest so.

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to Support@GuildWars2.com and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

If you will please read the comments from GrandmaFunk and GrandmaFunk, repairing your game files may solve this. In my mind, it’s one of those “can’t hurt, often helps” situations. If you have done those things — and it seems that perhaps you have — then please continue to discuss this matter with a technical support representative in your ticket.

There are many things that we “should be able to do,” according to players. They based their assumptions on what they believe will solve an issue, or on how things are handled in other games. But every game is different, the code behind a game is incredilby complex, every account is unique, and every support team is given a different set of tools.

I agree with you that having two inaccessible characters is beyond irritating. So continue to discuss with the agent handling your ticket and he or she will try to help you work through this problem on a direct, one-to-one basis.

(Posting suggestions and asking for bumps is disallowed by our Forum Code of Conduct, so please focus on getting your problem solved through the ticket and not on the suggestion end of things. Thanks for understanding.)

Smooth Penguin.5294:

John Smith – The Tzar of the Bazaar

You should really charge Gems for your economics lessons. I’m more than willing to pay 500 Gems per question answered.

ArenaNet is kind enough to foot this bill for everyone.

Wanze.8410:

My question is:
In order to have a balanced economy, are you monitoring that ratio for all/specific items and can it hurt the economy in any way, if this ratio spikes/drops?

The short answer is yes we monitor supply.
You are correct in assuming that the TP doesn’t contain all items in the game as players tend to hang on to a large quantity of items for their personal use. It’s possible for an item to be technically oversupplied inside the game (that is that we give out more of that item than people need), but still maintain value on the TP due to willingness to sell. So the supply curve on the TP isn’t the literal supply of all items in the game, it’s really the willingness to sell curve that I’ve mentioned in other posts. Often TP prices are still a good indicator of the total supply of an item, it just isn’t conclusive.

Could it hurt the economy if something were to change and all of some item were dumped into the TP at once? Yes and no. Yes, supply shocks are bad, they’re bad for faith in stability and they’re bad balance in the game and the economy and it can be damaging. No, in the sense that our economy is massive and has a tendency to adapt very quickly to changes. This helps insulate us from any major shocks likely to happen, it’s one of the many many benefits of having a pseudo-global economy.

intently.4502:

Hello,

I’m trying to get my nephew to play with me, and his mom just bought him a new copy of GW2 at GameStop. His dad tried to install it last night, but couldn’t because the game code was invalid. They went back to GameStop today and GameStop wouldn’t refund their money.

My sister-in-law said that the box had previously been opened by the GameStop staff and the DVD removed for “security” reasons, and that the DVD was handed over after checkout. Obviously a customer or staff member stole the activation code when the box was opened.

This isn’t really ArenaNet’s problem, but it’s infuriating. Obviously GameStop should refund the money, but I suppose their perspective is that my nephew could have activated the code and is now trying to return a useless box.

Any suggestion on what to do?

Thanks.

That is a frustrating situation! I am always nervous when I’m given contents that was removed from a sealed box. They are sealed for a reason: to ensure you get all that you paid for, in 100% perfect condition!

I talked to a few senior agents to make sure I give you the best information, and this is what they suggest your sister-in-law or brother do in this situation:

• Contact the store manager and explain what happened. Any store manager worth his salt knows that opened boxes are a temptation and that internal theft incidents sadly do occur.
• If the Gamestop store manager refuses to give you your money back, contact your credit card and do a charge-back on the cost of the game. It may be odd for us to suggest this, but there’s nothing we can do to get into the middle of a retail transaction. (Those reading this: If you buy the game from us, never do a charge-back! Instead, contact Customer Support and we will refund your money.)
• If you paid cash, consider contacting Gamespot Corporate Headquarters.

Please update this thread to let me know how this sorted out for you. While ArenaNet can’t take action directly, I’d like to know that you were taken care of and that your nephew is able to play our game.

Here are a couple of steps you can take to trouble-shoot this situation:

• Check your Trading Post. Don’t leave it cluttered up with hundreds of transactions, do a little housekeeping! Seriously, clearing buy and sell orders and generally tidying (if not emptying) the TP does fix this issue for nearly everyone.
• Check your in-game mailbox. If you show 10/10 mails, reduce your mailbox by several mails. Note: Deleting one mail may not accomplish the objective because you may have other mails queued up for delivery. If that’s the case, the new mails will just fill up the box again. Do a tidy-up and get your final total down to 5/10 or so, so that you know there’s space for inbound mails.

If these steps do not help you, by all means feel free to submit a ticket. But taking a couple of minutes to do these two troubleshooting steps solves the issue for nearly everyone and it’s fast and easy to do it.

Oh, and by the way, you are not required to “click the star” but will get the content if you log in during the episode.

EDIT TO CLARIFY:

To unlock the content, you need to enter the game world. You cannot simply log onto the character selection screen.

An agent will review your ticket and kitten your account. If it was verified to have been compromised, you may be eligible for an account restoration. Please discuss with the agent reviewing your ticket.

Be aware that tickets of this nature require quite a bit of review and assessment, and can take several days to fully report.

Thanks for your patience.

I am sorry if you are confused. I believe that the agent who sent you that response misspoke. Here’s the skinny:

• Please report offensive character names in the game.
• Please report offensive guild names or guild tags in a ticket.
• For guild names or tags, we need the following:
  • Guild Name (exact spelling)
  • When possible, a character or display name of a member of that guild (this is golden for us)
  • Guild Tag (Unfortunately, we can’t review tags without the guild name OR a character or display name of a member)

I hope that clarifies the matter. I will ask our agents to be sure they are making a distinction between the report of a guild name and a character name, and that they handle guild name or tag reports directly from the ticket but only ask those making character name reports to use the in-game report system.

Thanks for making me aware of this and allowing me to explain in greater detail, and thanks, too, for making those reports — they really help make the game a better place for everyone!

A common pattern we see is where a hacker steals an account and then uses it to advertise. We lock down the account if we know it’s been compromised, and we also take action on RMT advertisers. So there can be an unhappy crossover where the account is stolen, used for bad things, and then is locked because it appears the account owner is involved in those bad things, when in fact the RMTer/Hacker is engaged in those activities.

Don’t worry, we do see such situations on a regular basis, and the team will be able to help you if the account was compromised and used for nefarious purposes.

As I posted in the Technical Support Sub-forum:

Over the last couple of days, we are aware that there have been connectivity and latency issues. Our team is continuing to investigate the matter.

It generally is not necessary to submit a ticket or make a forum post about such a situation because, due to our careful monitoring of our game servers, we learn of such matters nearly instantly.

Please note that your friend will need to submit a ticket — you cannot do so for her.

If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.

Please do not submit a ticket about this, because we simply cannot remove a “dishonorable” flag from an account.

I’m sorry if you were inaccurately flagged, but at this time we cannot make any changes would be remove the flag.

Over the last couple of days, we are aware that there have been connectivity and latency issues. Our team is continuing to investigate the matter.

It generally is not necessary to submit a ticket or make a forum post about such a situation because, due to our careful monitoring of our game servers, we learn of such matters nearly instantly.

Jaken.6801:

Still… Bobby… we need answers… anything… The topic popped up several times in several parts of this forum… if not you who else? (well Angel and the rest of your staff naturally )

What topic are you talking about specifically?

Jaken.6801:

Argh I am going crazy.. let me just set this thing here up:

Oh dear. Well, at least you could use a more recent photo. I haven’t had a beard in two years.

Teraphas, take a look at this post here. It sounds like you may be experiencing the same issue.

https://forum-en.gw2archive.eu/forum/support/bugs/No-sound-during-tower-collapsing-cinematic/first#post3749982

Marcus, what are your system sound options like? If your Windows speaker configuration (located in the playback devices menu) is setup to support 7.1 or 5.1 surround, but you’re using a stereo output, you may miss sounds that would normally come out of the center channel.

timmyf.1490:

I also appreciated the new way conversations integrate into the story. I don’t know if it’s just because I’m appreciating it more, but I’m noticing voice acting in places I never had before. (I created a new character and the first mail to me from my buddy Quinn was voiced! Was this always there, or had I just noticed it?)

So that’s a bug! We originally planned to voice all mails in the Personal Story, but we decided to cut scope due to time constraints, redesigns, rewrites, etc. We should have removed all the associated sound files but I think one or two are still hanging around.

timmyf.1490:

One problem I had, though… did Jory’s voice actor change for parts of this episode? She sounded… different… to me in parts. That could just be because of the situation: she sounded different due to emotional distress. But it just didn’t sound like Jory to me.

Jory has had the same voice actor from the beginning, so if you’re noticing a change it’s likely due to the direction we gave her during the recording session. Episode 2 had some emotional moments and we were trying to reinforce that in the actor delivery. So as long as you didn’t hear voice processing on her lines we’re in good shape.

timmyf.1490:

Anyway, keep up the great work!

Thanks!

timmyf.1490:

Oh, one more thing! The ambient audio in Dry Top is amazing. The wind sounds, specifically. I know that’s a weird thing to comment on, but I love the wind sounds. I’ve got a decent pair of headphones (Sennheiser 558s) and catch myself just stopping and listening sometimes.

Glad you like it! I’ll relay your kind words to the team. I’m sure they’ll appreciate that you noticed their hard work.

yerok.5469:

Are these the same writers from season 1? GW2 story has been pretty bland so far in the past IMO. This update actually had me drawn in till i finished it. Well made multi layered map, NPC characters that actually feel like players that cast time warp on me, portal the party and do more than the standard 1 point damage.

I think they nailed it, this is what I’ve been wanting. I want to brag about the story but don’t want to ruin anything for anyone on this one. I love the more darker tone to it.

Thanks for the kind words. It’s the same group of writers (Angel, Peter, Elan, and myself, with help from the designers on the team who also contribute a large amount of text for us to work with). The Living World would not be what it is without proper planning and collaboration across all disciplines on the team (writing, design, art, audio, QA, and programming), so I definitely want to say that it’s been a group effort in improving story presentation overall.

We’ve learned a lot from season 1 and I’m thrilled that people are enjoying season 2 so far. Keep the constructive comments coming. We are always looking for ways to make our future releases even stronger.

I can’t answer your question directly because I don’t know all the details. However, I suggest that you submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. A team member then can review this situation and see if we can help.

You’re not actually asked for a “restoration” but for a reconfiguration of an item, or, possibly, the removal of an item and its replacement with another. I see “restoration” and I like to make clear that normally, we use the word “restoration” only when it applies to accounts that have been compromised. (No biggie about the words, just thought I’d share. )

Hey there Meemness,

Are you running Guild Wars 2 on a MacBook or an iMac?

If you are running the game on a MacBook you may want to try using a different internet connection such as a family or friends internet. While connected to the other network you will want to test both the via Ethernet and wireless connections to the game client.

Doing this will let me know right away if the issue is with your network/ISP or not and will cut down on the troubleshooting that needs done.

If you are running the game client on an iMac, doing the above troubleshooting is going to be a bit harder so I would suggest submitting a ticket via our support system. This will allow me to assist you with your issue directly.

You can read through the following thread if you need assistance with submitting a ticket.

Lacey

Thanks guys, we were waiting to see these pop up. I don’t think we’d want to fix it…even if we could.

A lot of character/creature rigs share the same animation names. A jump or swim animation may be called the same on all races, or other creatures such as a quaggan. We use a placeholder rig for your character, and call up those different animations within the Cameo timeline.

If you are transformed into something that doesn’t have that animation name on its rig, then you can get some pretty messed up results…as the the animation is getting applied to bones that don’t exist.

Anyway, its your story, who are we to judge if you want to experience the world as a dining room chair?

Hey everyone! First off, thanks for following up on this issue and letting us know it’s still affecting your game experience. Unfortunately I’ve not been able to reproduce the issue internally, and it does not seem to be a problem which is affecting everyone equally across the entire game. In order to have a better chance of identifying the source of the problem, I need a little more information from those of you affected by the issue to begin our investigation:

• What game client are you using? (Windows / Mac)
• What are your current graphics settings?
• Are you playing in full screen or windowed mode?
• Is your inventory full or maxed out?
• Do you play with bags displayed or hidden?

If you have any other information you’d like to provide that you feel could be helpful, please feel free to help me out and include that as well. Issues like this one are a perfect example of why it’s always a good idea to provide as much information as possible when reporting a bug, as it helps us narrow down the variables and identify the root of the issue!

Thanks, everyone! Look forward to hearing back from you.

Hey Teraphas! There is definitely sound accompanying all of our cinematics. Which ones in particular are you not hearing anything for?

Josh Davis.6015:

Hey all,

I’ve seen some concerns in this thread regarding allocating developer resources for tournaments and events, and I just wanted to let you know there’s no reason to be alarmed! While I’m sure our programmers and designers would make for awesome Event Managers, they’ve got a game to work on! Projects like Tournament of Legends, our tournament at gamescom, and anything similar that we do in the future is largely owned by myself and our community/marketing teams.

I had a lot of fun working on the community team earlier this year as the PvP Community Coordinator, and I’m really excited to be back on the team in this new role (Events Manager). For anyone who has been around since the start, you know I’m very passionate about the competitive side of Guild Wars 2. I didn’t want to jump in and ring a bunch of bells announcing my new role when I moved into the position – I’d rather just make things happen.

Hope that all makes sense.

Grouch

BrunoBRS.5178:

is there a technical reason behind why all dialogue (that i recall) has to be played while the characters are standing still (i.e. halting progress)? one of episode 1’s missions got a lot of flack because players had to stop progressing it every now and then to listen to marjory and kasmeer talk, when it seems to me that a conversation like that could be had while moving. there are other examples like that, but the point is, i feel a good part of the community would like it if the conversations during missions didn’t interrupt gameplay unless it made sense to have us stop to listen (like on concordia, when you’re listening to the guy describing the attack).

It’s something we’re investigating along with other potential VO implementation improvements. At this point, though, we can’t promise any features.

BrunoBRS.5178:

and, if i may, another thing: what about adding more animations to those conversations?

We do this on occasion, actually.

BrunoBRS.5178:

those are my two main questions about the narrative aspect of the game, which rightfully deserves the praise it’s getting (but doesn’t mean you can get comfortable just yet ;P).

We’re always trying to push ourselves to do better. We appreciate the feedback.

Working on a fix.

Great idea, I’d love this too, as would my poor extra finishers I never remember to use.

Great initiative! As Olrun mentioned, the All-Star vote closes tonight at 11:59PM PDT, so make sure to get your ballot in before then.

:)

This made my day.

Tyloric.7520:

And now we have season two, and whoa, color me impressed. The flow of conversation between characters (whether in the world or in missions) seems natural – though NPCs in the world really do repeat themselves quite often, particularly in Dry Top – and I’m in love with the fact that the two character cut aways are gone and we’re really starting to see some proper cutscenes (the end of episode two was glorious!)

Thanks for the kind words. We’ve been working hard to improve our story presentation.

Tyloric.7520:

If I have one complaint it’s that the PC doesn’t really seem to be involved with the narrative anymore outside of text bubbles, but the game has seen leaps and bounds since launch, and I’m willing to bet the lack of PC acting it due to time constraints (since the PC is technically ten separate characters).

We’re currently exploring ways to make the PC speak again. It’s more of a technical consideration and not really about actor availability or voice budget. We’ll share more on this when we’re ready.

Tyloric.7520:

Bobby, if I ever meet you in public I’m going to give you a right-proper man hug. Because you – and your team – have restored my faith in this game and for this first time in many months I am actually excited to see what the future of GW2 has in store.

Glad you’re excited. We are, too!

The linked policy statement should answer the questions you have.

If the macro is doing multiple actions, that’s a concern. It does not sound as if that is the case with the one you mentioned, so I would think the use of that program would not pose as big a risk as others macros that, you know, essentially play the game for someone.

You are correct in stating that there’s no way in the world we could make a judgment that concluded that the use of a third-party program was medically necessary, and therefore was something we could “approve.” But rest assured that we’re more than happy to work with our players for both regular and unusual situations, and each case would be considered — to the best of our ability — on an individual basis.

Bug Fixes:

• Fixed various server crashes.
• Fixed a bug in which leveling beyond level 80 would cause a heal and knockback in PvP.
• Updated the final reward for Discovering Scarlet’s Breakthrough to correctly include a Deluxe Gear Box.
• Fixed an issue in which players would get stuck inside the Concordia Waypoint when arriving from another map.

• The “Show Only <language>” chat option—used to display only the messages coming from players sharing the text language of the player’s client—has been reset and is now disabled by default.
  • When turned on, this option is only applied to the /map and /say channels. Other channels are not affected.
  • Messages from players in the Friends list are never hidden.
  • Messages from players from the same world are never hidden.
  • Messages from players currently in the same party are never hidden.
  • Messages from players representing the same guild are never hidden.

I see that you submitted a ticket, thank you. (Whoops, you submitted two tickets — please don’t submit duplicates in the future.)

Anyway, this was resolved very early this morning (US time) so I will assume that all is well for you now.

Update: 15 July 2014

Two requests:

• Do not ask for review of someone else’s ticket unless you know that person. Culling random comments from other forums or social media is not appropriate.
• Always include a ticket number in your request.

713560 – Resolved.
Jaibas.9312 – Resolved in ticket 753963. Thanks for updating to let us know.
715527 – We should be sending an update on this situation today.
743638 – I requested a review today.
Haxel Rose.5412 – Thanks for using the in-game report system, but please note that in-game reports, while reviewed daily, do not receive a response.
735323 – Final Answer: As you have been told repeatedly, your account was not hacked. You deleted a character in error and we do not offer account restorations for that situation. Please do not submit any more tickets.

Please note:

• Responses flagged as “Final Response” will not be reviewed again.
• If you still need assistance and your ticket is at least three days (72 hours) old, feel free to post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread at the top of this forum.
• Please do not submit duplicate tickets for the same situation. Instead, please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.
• If you believe your e-mail may have been compromised, submit a new ticket from a new, secure e-mail account. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.

Update: 15 July 2014

713560 – Resolved.
Jaibas.9312 – Resolved in ticket 753963. Thanks for updating to let us know.
715527 – We should be sending an update on this situation today.
743638 – I requested a review today.
Haxel Rose.5412 – Thanks for using the in-game report system, but please note that in-game reports, while reviewed daily, do not receive a response.
735323 – Final Answer: As you have been told repeatedly, your account was not hacked. You deleted a character in error and we do not offer account restorations for that situation. Please do not submit any more tickets.

https://forum-en.gw2archive.eu/forum/support/bugs/Can-t-Start-Chapter-2-Entanglement/4205405

I’ll re-examine the algorithm for top demanded items and see if it’s a problem. Pushing 1c orders on expensive items to change the front page isn’t the intended design (obviously) so we’ll take a look.

At what point are you seeing players join teams from spectator mode? Rewards are based on time played on a team, so are people forgoing partial rewards to be on the winning team?

You broke da codez :/

Thanks guys, we’ll look into it and see if we can identify exactly what is causing this. Sorry for the inconvenience

Awesome, good to hear!

Hey there!

Any chance you could put up a screenshot? I can try to help

rawesome.9628:

I have this problem too, already send ticket to support and I am so happy that my money is gone and that the support does not take the time to answer me when i have waited days for them to answer!
I didnt get the gems when accepting them from the gem code.
Atleast a human response would be nice and not a automail.
Should’nt have to wait days to get help with such an easy request especially when i already paid for something.

Tickets are answered in the order received. There’s no way to see what is “an easy answer” and what will take an agent hours to resolve. In order to determine that, we’d need to open each ticket, kitten the situation, and prioritize the matter. By that time, we might as well answer the ticket.

So I understand that you’d like a faster response, but I can assure you an agent will respond just as soon as possible!

I just checked your ticket history, and I note that you submitted a duplicate ticket today. I’ve closed that, put the info you provided into the first ticket, and an agent will respond to you. Duplicate tickets delay responses, so please do not submit additional tickets.

RexiRex.5603:

Thank you Gaile Gray. Sorry for my.. “intense” post. I was just so frustrated how I gave so much info and then they didn’t help me as it wasn’t enough. And I ended up having to take it into my own hands. But thank you so much Gray.

I understand your frustration, and thanks for updating the thread and for your understanding of our occasional human errors.

Have a great time in your continuing adventures in Tyria!

The release notes haven’t been updated yet, but the health of the Tropical Parrot was reduced by 50% in today’s release to bring it in line with other summons such as the rock dog.

We’ll keep an eye on it for now and reevaluate its strength in the future if need be.

I was just able to play through with no issues. Are they marked with a story star? What’s your current objective? Did you have to revive one or both of them?

Awesome, good to hear! Unfortunately there was some miscommunication with the release note, so it didn’t get into the final notes. (I’d put the note on the bug itself, but I didn’t realize that the notes are compiled separately, and I missed the cutoff for localization. The process has changed since I was on the Rapid Response team at launch, so it’s my fault.)