Quick update: I just confirmed that the fix is on our test server, so it should be included with the next major update. I can’t promise a date since things can always change—if they find an issue with the update, for example, they might need to rollback some of the changes, and the fix will get pushed back.
Lots of nice comments here. I, too, have a strong dislike for the Defiant/Unshakable system. Internally we’ve kicked around a lot of ideas about how to change it. The problem is that making large sweeping changes to the game is a bit like moving a table that you built a Jenga™ tower on—it takes time, planning, and a lot of care to do it.
We’ve made big changes before, though. This one is on our list to address.
In the mean time it’s great to see some discussion over alternatives as well as some specific examples where existing alternatives work.
Personally (by which I mean not representing the entire development team) I’d like to see at least one boss with a sort of reverse defiance. Generally immune to CC except in windows during one or two keys attacks with a long warmup. I think the theory behind Defiance would work well if everyone knew exactly when to interrupt. This is a troublesome prospect for the ad-hoc groups that GW2 promotes in various settings, so maybe shifting the responsibility to the boss (which everyone is already paying attention to) would work out a little better. “He’s winding up for super-mega-attack, everyone stun now!”
Oh and by the way, if you receive a message saying the account name or password is in error, and if you believe you simply need to try again, don’t click “Recover Account” but click “Ok” and try again.
I see a ticket #313768 that may relate to this, and it appears the issue was resolved at that time. Search your e-mail for that number and update by simply responding to that e-mail if you need help again. We’re happy to assist if the other means don’t work for you.
well related with this post i have been trying to change my account email ,but still no success, i have lost access to my account email about a week ago and already asked the support 2 times to change my account email, they always say the same thing “After researching the provided information, we will not be able to assist you with accessing this account.” i am trying to protect my account and i can’t do it with this crappy system,if i wait more time i will surelly lose my guild wars 2 account to some hacker ,and i don’t want that to happen i have waste some time and effort on this game and still do.
This was resolved in Ticket #730578. If you have further questions, please update your ticket to speak directly with a Customer Support agent.
Hi! I just recently bought my Heroic Edition copy and when finally played the game, there are no Heroic Edition Items Available in my Inbox. This is my first character so I was hoping to get my Heroic Edition Items but can’t seem to get it. I don’t want to waste my money without it.
I was hoping that you look into my situation since this is my first experience in this game. Thanks.
EDIT: personal info removed
I’m sorry you’re having difficulty, but I am sure the team can help you with this. 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.
This really is an issue that you’d want to address to the Customer Support Team through a ticket. There’s nothing that a forum member — or even a staff member like myself — can do through a forum post.
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 fill in those fields so the ticket is properly submitted. Once you’ve done that, the CS Team can review this for you.
Hi all,
I did in the past the dragon bash achievments and i compleeted them, only the problem is that I had the dragon bash wings: holographic shattered dragon wing cover on my asura gaurdian that i deleted before the april patch with the wardrobe. is there any way i can get the wing skin back by any chance?
You’re welcome to contact Support (click “Support” at the top of this page, then “Submit a request”) and inquire about this. Naturally, we cannot offer this service frequently, or without establishing ownership of the item. And of course we cannot restore an account due to deleted items — restorations are only for compromised (hacked) accounts.
However, the team may be able to help you with this, so feel free to contact them.
I’m very sorry, but we do not have the ability to restore deleted characters. That is why there are such careful requirements before deletion, to prevent accidental eliminations of a character. Once a player goes through those steps, we’re completely unable to restore the character, so submitting a ticket is not called for in this case.
We also cannot offer a full-account restoration in cases like this, because restorations are used only for compromised accounts.
As to the character name: the name will be locked on your account for 24 hours. If you want to make a character, even as a placeholder, you will reserve the character name to your account.
I think there is a misunderstanding about terms. Here’s some info:
Account Recovery: A process where an account is returned to its rightful owner through assistance from Customer Support, or where the account owner is able to regain access using the Account Recovery process on the website. Accounts can be recovered more than once, as needed, and generally this can be accomplished by the account owner through the self-help system.
Account Restoration: The process of “rolling back” an account, where Customer Support verifies a compromise (hack) incident took place — that is, an unknown third-party accessed the account — and then restores the account to its pre-compromise state. Note: Restoration means that deleted characters and stolen items usually are returned in whole, but restoration must be requested at the time an account is recovered (access is returned) and not at a later time.
I hope this helps clear up the terminology question.
There’s a number of different things that you could try to troubleshoot this issue in order to narrow down the cause. I’d advise bypassing your router and connecting directly to your modem if you’re behind a router as some router’s security features can be a contributor, if not a cause, of this issue.
Should that not resolve the issue for you, I’d advise disabling the Turbo Boost feature of your CPU.
Beyond this, please submit a support ticket. We’d love to help you out one on one!
If you can remember the exact error message that you’re seeing this would be helpful for troubleshooting this issue. Additionally, what system specs are you working with? Specifically: CPU, GPU, RAM, OS
Please note a few things in relation to Ticket 722932 (which is your ticket number):
If you have a question about a Customer Support decision, the forum members cannot answer it. You may update your ticket to ask your questions of the Customer Support Team, which you did, and which they answered. Beyond that, you may post in the Tickets for Review thread — as you also did. However, starting a separate thread on this issue isn’t appropriate (and is, in fact, a violation of the Forum Code of Conduct).
In your particular case, your account was not compromised.
We do not have a policy of giving one free restoration per account, upon request. We have a policy where we will restore an account if we are able to establish that it was compromised by an unknown third party, and such restorations generally are reserved to one per account.
Deletion of characters is not “proof” of a compromise incident. Players delete all their characters from time to time, for a variety of reasons.
Proof of compromise occurs through game logs, which establish points of access, security breaches, the offloading of items (generally to an RMT-associated accounts) and much more. I can’t recall a single time that an account was compromised where game lots did not show it, so log err isn’t a factor here.
The final answer here remains as it has through several official responses: we are unable to offer you an account restoration because your account was not compromised.
Hey guys! I wanted to take a minute to say Hi and introduce myself.
My name is Lacey and if you haven’t guessed already, I am the new’ish Mac specialist. I’m not really new per se as I have been with the tech team for a couple of years now. However, due to there not being anyone with Mac knowledge that was able to post on the forums regularly, they asked if I would step up and keep in contact with y’all. So… here I am.
Now that things are starting to slow down with my regular job duties, I should have some dedicated free time to get in here and work on the forums. You may not see a ton of changes at first, but I am hoping to get this place cleaned up and a bit more organized.
Anyhow, that’s really all I have for now. I will pop in here as time permits to work on organizing the sticky posts a bit as well as answer some of your questions.
Do you have a Turbo Boost feature enabled for your CPU at all? If so, I’d advise trying the following:
1. Go into Power options (Control panel → Hardware and Sound → Power Options) and click “Change plan settings” near your plan
2. Then click on “Change advanced power settings.”
3. Scroll down to “Processor power management” and expand it.
4. Expand “Maximum processor state” and modify the setting to 99%. Be sure to also set the minimum processor state to something below the maximum. I recommend 5%.
5. Then simply click “Apply” and “OK.”
After this has been done try launching the game again. When you do, the turbo boost feature should refrain from kicking in and that may resolve the issue you’ve been experiencing.
680084 – Resolved.
700315 – Resolved.
702756 – Resolved.
711769 – Resolved.
712355 – Resolved.
724954 – Resolved.
596544 – Resolved. See Ticket 692696.
719200 – Answered today; under review with apologies for the delay.
724968 – Answered today; an agent will respond to your concerns as soon as possible.
722932 – Answered today.
727138 – Answered today; under review with apologies for the delay.
715527 – I believe this will be resolved today.
716681 – I believe this will be resolved today.
Please note:
Responses flagged as “Final Response” will not be reviewed again.
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.
680084 – Resolved.
700315 – Resolved.
702756 – Resolved.
711769 – Resolved.
712355 – Resolved.
724954 – Resolved.
596544 – Resolved. See Ticket 692696.
719200 – Answered today; under review with apologies for the delay.
724968 – Answered today; an agent will respond to your concerns as soon as possible.
722932 – Answered today.
727138 – Answered today; under review with apologies for the delay.
715527 – I believe this will be resolved today.
716681 – I believe this will be resolved today.
The spam control system requires a forum account to be at least 3 days old before a user can send private messages. A forum account is not created until you accept the forum code of conduct.
First, I’d check around to see if you have an application running known as Premier Opinion, or Relevant Knowledge running. This is often the cause of this particular error, and so I’d advise disabling or removing them completely as they are technically considered Spyware.
I’m happy to see the “resolved” comments, but if anyone needs help, 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.
Oh, and I just noticed one player was confused about “Why did they tell me how to link?” The reason is that in the instructions there are steps to use to see if your accounts already are linked, so we want to provide those so that players can verify if, perhaps, the linkage already took place.
Well they did move away from most of the things they said during development (see the manifesto), it only figures that interview-lore isnt sacred either.
Unless we’ve built content around something, it’s usually considered malleable from a design and lore standpoint. Occasionally we decide to go in a different direction months or years after the first ideas are documented or even talked about externally. In some cases that means what one member of staff says in an interview can change when it comes time to building a release. It’s part of our iterative process.
I wouldnt even mind to rely only on lore that is presented in the game if there would be enough lore in the game. Im still hoping for some kind of codex in the hero panel.
My advice for you and others who care about the lore is to let us know what you think of the implementation in season 2. We’ve put a lot more resources into seeding each episode with loreful bits.
As always, thanks for playing and letting us know what you think.
723365 – Resolved.
711769 – Resolved.
722976 – Answered Saturday.
719200 – Following up on this now. I’m sorry for the delay.
718318 – Following up on this now. I’m sorry for the delay.
715527 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
724968 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
722932 – Under review
724954 – Under review or in processing.
719879 – As explained in the ticket, you will not receive a response to your e-mail, but we’re very happy that you submitted the report and it will be reviewed!
Please note:
Responses flagged as “Final Response” will not be reviewed again.
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.
723365 – Resolved.
711769 – Resolved.
722976 – Answered Saturday.
719200 – Following up on this now. I’m sorry for the delay.
718318 – Following up on this now. I’m sorry for the delay.
715527 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
724968 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
722932 – Under review
724954 – Under review or in processing.
719879 – As explained in the ticket, you will not receive a response to your e-mail, but we’re very happy that you submitted the report and it will be reviewed!
Yes, Customer Support can help. 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, because that will create a ticket within the support system. You are not required to provide all the information if you do not know it, which means some fields may be left blank. However, there are two drop-down areas that require an answer. Once you’ve submitted a ticket, the CS Team should be able to help you.
The account owner — in this care your girlfriend — can simply contact Support for help. Please ask her to click “Support” at the top of this page and then click the “Submit a request” option. She should provide as much information as possible in the web form, because that will create a ticket within the support system. Some fields may be left blank, but there are two drop-down areas that require an answer. Once she has submitted a ticket, the CS Team should be able to help her.
No worries, I saw that ticket in the queues and your friend will be helped very soon.
A couple of comments:
We have a permanent thread in the sticky threads of this forum called Tickets for Review. It is in that thread that such questions should be posted, and only after the ticket is three days old. (This was posted when the ticket was less than 48 hours old.)
Duplicate tickets are bad. Submitting a second ticket, rather than asking questions or expressing concerns in the first ticket, slows down the process, as the tickets must be reviewed, assessed, merged, and then answered. Her second ticket was closed and merged into the first but again, that does take extra time.
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, 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. The team should be able to help you.
Gaile Gray
ArenaNet Support Liaison
I wonder, did you submit a ticket on this? We’d like to follow up. If you can give me the ticket number, that would help a lot.
They literally cannot change it. Even devs with a new account cannot send gold in quantity (as I have been told by one, directly). It’s built into the game.
I’m sorry, but you’ll just have to wait a few weeks.
Quoted for truth.
The inconvenience you are experiencing is miniscule when compared to the “inconvenience” that letting RMT run wild would create. Yes, we must ask you to be patient, and no, we will not transfer money for you, no matter what you feel is a justification.
Trust me — the system is well designed and designed with a purpose. I’m sorry that you’re having to wait, but waiting is unavoidable.
Thank you! Mobile Authentication works perfectly for me =)
Glad that two-factor mobile auth works for you.
Just as an FYI for players who may read this thread:
You may get authentication e-mails from a few not-too-distant locations as the system learns the range of your ISP’s IP addresses. If they become problematic, you’re welcome to discuss with Support but as the system becomes more familiar with your customary log-in “locations” you’ll see a drop in the e-mails you receive. In other words, your locations eventually are “white listed” and you don’t get requests from those known addresses.
Sometimes the range is really broad. If you’re concerned, contact Support but in many cases, a quick call to your ISP can answer the question of “Is this really me, logging in from an alleged location 100 miles from my home?”
What I noticed right away is that this came from NCSOFT and not from the Guild Wars 2 Team, or from ArenaNet. Could this pertain to a different game, such a Wildstar?
Thanks for the updates, guys. I’m asking a team member to take a look at this thread. He may need additional info, but for now, I think he can investigate using your Display Names.
As our agents have explained, the account was not compromised, that is, an unknown third party did not access your account. If you are missing characters or items, it is not because the account was hacked. Therefore, the team is not able to offer you an account restoration.
You asked if every account is entitled to one restoration, and no, that is not the case. A restoration can be granted only in cases where we can establish that the account was actually compromised, not on an “as requested” basis.
You brother needs to reach out to Support on his own. For security reasons, we are not able to assist someone else with a player’s account, but must speak directly with the account owner. Please flag your created account as “I no longer need help” and have your brother click “Support” above and then “Submit a request” to put in his own ticket.
I have another little nitpick, i didn’t even noticed there was a Scarlet Hologram
in the room until after I had finished the story and actually viewed Points of Interest Episode 2. Interestingly enough, even Kate herself also mentioned she missed it.
Was it too well hidden? Would be better if it was at least mentioned in the dialogue.
Hmm. We added a story step that made interacting with the Ceara/Scarlet hologram required so that people wouldn’t miss it. I’ve seen at least one fan video where that was the case. I’ve also heard of some instances where players weren’t prompted to interact. I’ll follow up on this. It may be a bug.
This is a pretty good suggestion. It would be nice to have a capture point separate from the rest of the game that has some PvP bells and whistles. In the mean-time, you can get information in these ways:
Icons at top of screen is absolute ownership: Blue means blue team is getting points, white means no-one is getting points, etc.
The color of the ground decal is who currently has capture progress, but does not indicate ownership.
The color of the ring around the capture point indicates who is making capture progress.
Example: Blue icon at top, half blue ground decal, red rings. Blue owns the point, red is decapping, and is halfway to neutral.
Though there are ways to get more information, its confusing. What other ways could capture points be more clear? Maybe giant +1’s in blue or red floating up from the capture pointer in-world?
