Guild Wars 2

I believe this issue is resolved and purchases are going through as intended. I understand that past purchase history may not be displaying while the devs continue to work on the issue, but again, current purchases are being processed.

Thanks for pointing that out, StinVec. (Yes, BG, he did have an active ticket related to this survey request, so no worries about a hack.)

I’ll ask a team member to take a look at the survey failure. This is not a website issue, it’s a survey coming from our ticketing system itself.

Account restorations are very time consuming, and require exact attention to detail. Account restorations must be handled after extensive review, to ensure that we’re doing exactly what is required and without damaging the game economy as a whole.

For this reason, yes, they take time. The days you are mentioning are not out of line with the time required for agent review, for pulling logs, for verifying details, and so forth. I anticipate you will be taken care of within the next few days, but I do not perceive any sort of “delay” in this process — it simply takes time.

Thanks for understanding.

Toxicity.5640:

I didn’t know that I need to take every character to the Armorsmith (it was in my least used character ex-town clothing). Thanks a lot for help.

Glad this sorted out for you.

Hi everyone,

Here’s an update on the issue: in order to fix a Trading Post issue we have temporarily hidden players’ order history. Current buy and sell orders are still present, and will be acted upon normally. All completed orders have correctly sent the coins and items to players. However, orders on the Trading Post that were already completed may not show up for a few days while we resolve this issue. Newly completed orders will appear up when they complete.

We’re sorry about the inconvenience.

Azreeal.3512:

All i have to say is thank you…you guys worked fast and made me and my GF very happy by getting my account fixed so quickly…TY SO MUCH!

So happy we could help you, Azreeal, and thank you for posting!

Matters of personal finance are never good grist for a forum post. For one thing, no one here can help you, and naturally we would not be able to answer in detail here. You’ve filed a ticket, and that’s just the thing to do. If you happened to fail fraud protocols, you can discuss with our Payment Team, your credit card processor/bank, and so forth, until it is resolved.

The bottom line is that we’re thrilled that you want to share our game with your family, and we’re committed to offering you the games at the price then in effect!

I am closing this thread because due to privacy concerns. We’re just not at liberty to discuss these issues, out of respect for our players.

I have utter confidence that if your credit card provider will allow the processing of your purchases, we would be able to fulfill them. It appears that somewhere along the line, something went wrong in the purchase system and we’ll work with you to get this resolved!

That ticket is from today. It is not closed, it is in the queue for review.

There are a few anomalies that need to be understood to move forward. However, I note an interesting addition your made to the ticket that could explain things a bit more clearly, and that may account for the answer that you received.

Please don’t be cross with the team. We get approached every day (every hour!) by people who don’t own an account but who somehow gather sufficient information to try to “hack it” by getting Customer Support to give them access. We must be diligent about security, and I’m sure you understand and appreciate that.

This decision will be reviewed. If you have not heard in 72 hours, you may post in the Tickets for Review thread above, as that is where I will be sure to see it. (We ask that people not post within hours of submitting a ticket but allow the ticket to go through the entire process, which this one has not, yet.)

Thanks for your patience.

And because the issue IS still under review, I’m going to modify your forum topic to make it more accurate and less unfittingly incendiary.

Here’s the bit that is linked, for those who’d like to read it:

What’s happening to toys?

Toys obtained prior to the implementation of the Wardrobe system will first need to be exchanged at a Black Lion Armor Trader for a new toy before they can be used again. Costume Brawl equipment such as the Boxing Gloves or riding toys such as the Witch’s Enchanted Broom—all of which previously were equipped on the Town Clothes page—now will be used directly from inventory.

This may sound silly, but it’s after hours so I can’t ask if it will work. For what it’s worth:

Have you tried removing the CC number and then clicking the “save this info” (or whatever it’s called) button? Might that override the saved info? (You’re essentially saving a blank field, but sometimes a billing system will allow that.)

If not, by all means let us know via a ticket, but I thought I’d mention this, as it worked for me on another site and may work for you, too.

Leo.2641:

Thank you didn’t have to submit a ticket. I tried all the character and the armor smith handed me the mad king out fit thanks guys for the support

Awesome! Thanks for the update!

Update: 6 May 2014

567840 – Resolved.
558665 – Resolved.
578563 – Resolved.
580836 – Resolved.
581571 – Resolved.
582075 – Resolved.
583204 – Resolved.
568487 – Resolved.
581604 – Resolved.
37937 – Answered Sunday.
593555 – Answered today.
568540 – Answered today. We await your instructions.
591190 – As suggested, see the brief post here.
582075 – Done, and thank you for the update.
540907 – I followed up today.
560681 – I followed up today.
587537 – In review or processing.
576136 – In review or processing.
549600 – In review or processing.
580408 – In review or processing.
578590 – In review or processing.
579719 – In review or processing.
572631 – In review or processing.
579876 – In review.
589213 – In the queue for review or processing. We received your information yesterday.
592930 – Consider communicating from a different computer and e-mail account, because there may be an on-going security issue. Four tickets. Please do not submit duplicate tickets. This is the only open ticket: 592117.
577150 – Please see this Wiki article for information on world transfers. Be aware that you cannot participate in WvW if you transfer worlds during a tournament period.
567585 – Re-sent the message of last Thursday.
567823 – Still being processed. Please see this thread.
579193 – Still being processed. Please see this thread.

• Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
• If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
• Please do not submit tickets about item replacements — they will be addressed as quickly as possible.
• Please do not submit duplicate tickets for the same situation.
• Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update: 6 May 2014

567840 – Resolved.
558665 – Resolved.
578563 – Resolved.
580836 – Resolved.
581571 – Resolved.
582075 – Resolved.
583204 – Resolved.
568487 – Resolved.
581604 – Resolved.
37937 – Answered Sunday.
593555 – Answered today.
568540 – Answered today. We await your instructions.
591190 – As suggested, see the brief post here.
582075 – Done, and thank you for the update.
540907 – I followed up today.
560681 – I followed up today.
587537 – In review or processing.
576136 – In review or processing.
549600 – In review or processing.
580408 – In review or processing.
578590 – In review or processing.
579719 – In review or processing.
572631 – In review or processing.
579876 – In review.
589213 – In the queue for review or processing. We received your information yesterday.
592930 – Consider communicating from a different computer and e-mail account, because there may be an on-going security issue. Four tickets. Please do not submit duplicate tickets. This is the only open ticket: 592117.
577150 – Please see this Wiki article for information on world transfers. Be aware that you cannot participate in WvW if you transfer worlds during a tournament period.
567585 – Re-sent the message of last Thursday.
567823 – Still being processed. Please see this thread.
579193 – Still being processed. Please see this thread.

Inculpatus cedo.9234:

bringthepain.3948:

i have sent a few tickets into arena net and its been about three days where i haven’t been able to get into my account. I type in the correct log in information and try to log in only to be told i have to “recover my account”. So i did just that, even changing my password multiple times. I tried again and it told me the same thing, that i must recover my account. All three replies i got from the support team were links for me to change my password, which i stated isn’t the problem. My emails from guild wars changed as well from a log in notice to a “verify your account” notice. The first email i got from guild wars saying thank you for activating my account and my account name have disappeared as well. I am in dire need of help, looking forward to your response via email or forum.
ticket: 592930

It sounds as if your email account has been compromised (the hackers deleted your emails). Be sure to secure it as soon as possible.

I think this may be accurate. Except you say you are getting answers? I suggest that you make one more ticket (aside from the four you’ve already made) and reference 592117, the only ticket that’s still open. I believe there’s a compromise situation involved, possibly of your e-mail account. So secure your computer and write from a different e-mail account.

Inculpatus cedo.9234:

Gaile, I’ve noticed (at least for me) the link (named this thread) you put in your last few review posts https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203 goes to a one-line post by someone named Shaxxxxx.xxxx on page 7 of this thread. I’m thinking that’s not where it is supposed to go. Either my forum site page is messed up, or the link is broken.

Just wanted to bring it up, in case it was confusing other people.

I think you’re right. The forums, at one time, properly allowed in-thread links, but it seems to be doing it based on page counts, and people may choose a different count than I do, so they’re lead to the wrong post.

Thank you for pointing that out. I have made a new, self-standing and locked thread that I will link to in the future: https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411 I believe that that link will work for everyone. I sure hope so, anyway!

We want to let you know that duplicate-item and replacement-item refund requests are large in number and that processing them is taking quite a long while. Where we allow for follow-ups after a ticket has been unanswered for 72 hours via our “Tickets for Review” thread, we cannot do the same for the courtesy refund requests. We sincerely apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (We’ve assigned overtime staff to try to reduce turn-around time.)

In the meantime, please do not post in the Tickets for Review thread, and please await our update, which we will send when your refunds have been processed. We will continue to work around the clock to address your requests, and we ask for your continued patience as we do so.

Thank you!

Different issue, but indeed, it’s offline again. Will keep you posted.

I’ve received word that it should all be working fine again. Please let us know if it is not working for you.

We are taking down the Black Lion Trading Post for maintenance. We will let you know when it will be available again. Thanks for your understanding

You get a week or so after the time runs out to reactivate during which you can’t use it. After that it will be deleted forever (you have to buy a starter kit to make another one). You will get warnings in your chat window each time you log in if your custom arena is about to expire. Once expired, the time until deletion will replace the timer in the custom arena editor.

Update: 6 May 2014

567829 – Resolved. Please do not submit duplicate tickets in the future.
579528 – The agents have explained multiple times: We do not refund for toys. You do not meet the criteria for those items.
547086 – Still in processing; I believe this will be handled soon.
582517 – Still under review.

Hello all, we’re aware of the issue and have disabled the Trading Post while we investigate. Thank you for your patience.

My wee Ranger picked one up!

Thanks for the feedback, everyone. We are very much interested in making the tournament better for the next round, and we’ll take a lot of this stuff into consideration for our planning. We have a running list of places to improve on.

Is the green Risen a charr by any chance? It’s supposed to be invisible until you clear the rest of the ship, it sounds like there’s still another enemy that’s alive elsewhere on the ship. Killing it should cause the Risen to correctly switch sides, and also make the captain of that ship appear.

We don’t shut down accounts for inactivity. I wonder if you have received a phishing e-mail. Please see the Common Phishing E-mails thread above and be sure you do not share any account info with anyone as a result of those fake “letters from ArenaNet.”

Thanks for updating to explain what happened. I’m glad it sorted out for you.

Inculpatus cedo.9234:

If you are positive you are entering the email address associated with your account (Account Name) and password correctly, and still find you are experiencing errors, you can contact CS for assistance. Top of Page – Support (or Services) – Submit a Request. Good luck.

This is what I recommend, as well.

Please note BG’s post about your home server. Please also note that tickets are very heavy right now, but the team will respond as soon as they can. However, as also stated in this thread, we absolutely cannot restore guild banks, nor will we roll back an account in order to do so.

I suggest you hold and await the answer to your ticket for more information.

• First, have your friend update his ticket, not file a new one.
• Second, have him ask the questions so he can understand what took place.
• Lastly, he should not post in the forums until the ticket is at least 3 full days old. With the current heavy ticket load, it would be more realistic to expect that such a complex issue will take at least a week to review.

JRocksMyLyfe.2810:

Yesterday I made a $10 purchase to acquire 800 gems in game.
Today, on 5/5/14, I took a look at my bank account and it’s saying I was charged twice for that one time payment.
I don’t even have the extra 800 gems that would of came with it; should of I accidentally bought them twice.

We definitely want to help you with this and we’re so sorry for the inconvenience. Please submit a ticket and we’ll get it resolved. (Be sure you don’t spend those gems, through, because we’ll need to remove them to issue the refund. )

Just as a note: A lot of times when our Payments Team reviews the situation, they can see that someone clicked “buy” several times. There can be a lag between the click and the acceptance of a purchase, and clicking too quickly can result in duplicate purchases, but we’ll make it right through a ticket request.

If you’re at all in doubt, contact Support for suggestions on how to re-secure your account!

Best to await input from the only people who will be able to review your account to determine your exact situation and to answer your question: The Customer Support Team.

You will get an answer as soon as possible, although due to courtesy refund requests the turn-around time is not as fast as we would like.

Correct. We do not require a serial code to download or enable any game updates, nor to retrieve an account. We generally can find other means to establish account ownership.

We do keep notes and the agents will pass along their reviews, so that having more than one agent involved doesn’t impact the decision nor the time needed to resolve the issue.

An agent will respond as soon as possible and respond to your request.

bluestocking.6148:

You can absolutely buy the game online as a gift. When you purchase it, you should get an email (at your address) with the game code in it. Forward this email to your friend. DO NOT make an account with the code first, let your friend do that. The person who registers the code is considered the account owner.

I bought the game for my sister at launch and she’s had no problems.

This is correct.

Alternately, buying a boxed copy is another idea.

Death Snakes.8193:

Gaile Gray.6029:

To repeat, since so many are either not seeing this or choosing to ignore it:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

I think it might be coming up lots because the automatic replies stop after 3 days, would be nice if there was more automatic responses every 48 hours or something just to say “your ticket is still being processed, sorry for the delay”. As i only put mt ticket number here to check it was still in the queue, I don’t mind if it takes a few weeks, but when automatic replies suddenly stop, thought it might have been randomly closed.

Hmmmm…. that is not how it’s supposed to work. I asked for the auto-responses and I definitely want them to continue to go out. It may be a nuisance to some to get the “we’re working on it” response every 72 hours. On the other hand, getting nothing after a few auto-responses breaks confidence that we are still on the case.

I will pursue this to get more auto-responses. Thanks for letting me know about that shortfall.

My bad! Let’s use this as the official thread.

Grats to the fathers Hman, Morfeus, Nnight, Chubbz, and Tarcis – aka ApeX Prime.

Well played to KPz for giving them a tough fight in the finals!

Update: 5 May 2014

573361 – Resolved.
580966 – Resolved.
564907 – Resolved.
585534 – Resolved. Five tickets. Please do not submit duplicate tickets.
569806 – Resolved. As explained, your friend must file a ticket for us to help him or her.
567585 – Answered on Thursday.
564600 – Answered Saturday.
571963 – Answered today.
568870 – Answered today.
586249 – Answered yesterday. Five tickets. Please do not submit duplicate tickets.
578251 – In the queue for a hacked account restoration review. We await your instructions.
581923 – In the queue for a hacked account restoration review. We await your instructions.
567100 – Still in processing.
570328 – Still in processing. Please see this thread.
571151 – Still in processing. Please see this thread.
573525 – Still in processing. Please see this thread.
574675 – Still in processing. Please see this thread.
579471 – Still in processing. Please see this thread.
586094 – Still in processing. Please see this thread.
567829 – Still in processing. Please see this thread.
554492 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
584069 – Under review
584087 – Under review
568487 – Under review
561120 – Under review.
569838 – Under review.
572644 – Under review.
573501 – Under review.
576901 – Under review.
578711 – Under review.
580836 – Under review.
585042 – Under review.
583430 – Under review.
582075 – Under review.
585578 – Under review.
554090 – Under review. Five tickets. Please do not submit duplicate tickets.
581571 – Under review. Two tickets. This is the active ticket: 581480.
583204 – Under review. The team will need to verify ownership.
578563 – Under review. This now will be reviewed by our Payments Team.
581604 – Under review. This now will be reviewed by our Payments Team.
566112 – We believe your e-mail account is insecure. Please respond via a different, secure e-mail account.
578780 – Your additional questions will be answered as soon as possible.

• Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
• If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
• Please do not submit tickets about item replacements — they will be addressed as quickly as possible.
• Please do not submit duplicate tickets for the same situation.
• Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update: 5 May 2014

573361 – Resolved.
580966 – Resolved.
564907 – Resolved.
585534 – Resolved. Five tickets. Please do not submit duplicate tickets.
569806 – Resolved. As explained, your friend must file a ticket for us to help him or her.
567585 – Answered on Thursday.
564600 – Answered Saturday.
571963 – Answered today.
568870 – Answered today.
586249 – Answered yesterday. Five tickets. Please do not submit duplicate tickets.
578251 – In the queue for a hacked account restoration review. We await your instructions.
581923 – In the queue for a hacked account restoration review. We await your instructions.
567100 – Still in processing.
570328 – Still in processing. Please see this thread.
571151 – Still in processing. Please see this thread.
573525 – Still in processing. Please see this thread.
574675 – Still in processing. Please see this thread.
579471 – Still in processing. Please see this thread.
586094 – Still in processing. Please see this thread.
567829 – Still in processing. Please see this thread.
554492 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
584069 – Under review
584087 – Under review
568487 – Under review
561120 – Under review.
569838 – Under review.
572644 – Under review.
573501 – Under review.
576901 – Under review.
578711 – Under review.
580836 – Under review.
585042 – Under review.
583430 – Under review.
582075 – Under review.
585578 – Under review.
554090 – Under review. Five tickets. Please do not submit duplicate tickets.
581571 – Under review. Two tickets. This is the active ticket: 581480.
583204 – Under review. The team will need to verify ownership.
578563 – Under review. This now will be reviewed by our Payments Team.
581604 – Under review. This now will be reviewed by our Payments Team.
566112 – We believe your e-mail account is insecure. Please respond via a different, secure e-mail account.
578780 – Your additional questions will be answered as soon as possible.

To repeat, since so many are either not seeing this or choosing to ignore it:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

Update: 5 May 2014

581755 – In queue awaiting review.
569624 – In queue awaiting review.
569397 – In queue awaiting review.
579528 – Your questions were fully answered today.
Upham.6137 – Please read the section about dyes in this post.
Tempest.5094 – Please read the section about dyes in this post.

timmyf.1490:

I’m just surprised this thread is still open, as it mostly consists of mud-slinging and personal attacks. It seems like it has outlived its usefulness.

Which is a good reason to close it for now.

When did you complete that story step? It looks like you’ve progressed quite a ways past it, if you completed it BEFORE trait unlocks, it won’t retroactively unlock if you didn’t already have that trait.

Thank you guys so incredibly much for jumping in to support this community. I can’t even begin to tell you how much we appreciate everything you did to make the Tournament of Legends a huge success and a ton of fun for everyone!

This feature is a little funky due to the availability of the information, but it should always work if you’re in a party. As alemfi said, the right-click join feature exists. You will also get chat links when your party members join a custom arena that you can click on to join.

Inculpatus cedo.9234:

Although, you may have different intentions, there is a rule about circumventing filters with alternate spellings. You can contact CS and appeal the decision, though likely it will stand. Choose carefully in the future.

Good luck.

Inculpatus cedo.9234 is correct.

Thank YOU for helping make the tournaments of legends!

We really appreciate you helping us with the tourney and in the wise words of the Lesh Prince, " You guys are da best!".

You guys are da best!