Guild Wars 2

Please do not post Customer Support decisions or actions. Threads or posts designed to announce, appeal, or contest your own or another player’s suspension or account termination—be it forum or game account—will be removed without notice. Please do not post on behalf of a suspended or banned user.

Thanks guys! You were absolutely vital to everything going smoothly, and everyone involved here at ArenaNet is extremely grateful for your work.

PS, the Pizza was from all of us.

Ok, I’m going to ask around and see if we know anything about this issue. As I’ve mentioned before, sometimes we become aware of Internet backbone problems that can impact a whole country, even while we have no control over them.

I’ll see if our good Tech Support folks have come across anything that might help explain this.

Thanks for the updates. If you’re from Belgium with similar issues, if you could provide the info I requested a few posts above, that would be very helpful.

The grand finals are coming up! KPz vs ApeX Prime! http://www.twitch.tv/guildwars2

Since we’re not running the third place match, we’ll be giving away the rest of the precursors before and after the final games!

Day two starts in about 30 minutes!

Livestream: http://www.twitch.tv/guildwars2

Think you know who’s going to win? Take our prediction poll! http://strawpoll.me/1635456

Here’s a list of the remaining teams and match-ups:

• Match one: Good Fights vs It ain’t EZ being KPz
• Match two: Team Lonely vs ApeX

• Good Fights
  • Chaith
  • Toker
  • Kensuda
  • Rar
  • Genyen

• It ain’t EZ being KPz
  • Reevz
  • Supcutie
  • Mado
  • Intense
  • Kaypud

• Team Lonely
  • Caed
  • Tany
  • Necitor
  • Quilja
  • Hiba

• ApeX Prime
  • Hman
  • Tarcis
  • Morfeus
  • Chubz
  • Nnight

infantrydiv.1620:

Looks like I overestimated Outplayed by children

The Apex/Kpex comp is really strong. The rest of today’s game and tomorrow’s games are going to be really interesting. I sense some possible upsets?

#llamaprophecies

Hello everyone!

The North American Tournament of Legends is now live!

• English Livestream: http://www.twitch.tv/GuildWars2
  • Casters: John “Blu” Mullen & Will “Sireph” Abreu
• Chinese Livestream: http://www.twitch.tv/gw2cbc
  • Casters: Crispeke & Ishanah
• Brackets: http://mp.challonge.com/ToLNA

Any early predictions?

Don’t forget to tune-in for your chance to win the new llama finisher or a precursor!

Update: 2 May 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

554490 – Resolved
570359 – Resolved.
570718 – Resolved.
570985 – Resolved.
571472 – Resolved.
577006 – Resolved.
562805 – Resolved.
563172 – Resolved.
566312 – Resolved.
568493 – Resolved.
571054 – Resolved.
566611 – Resolved.
557040 – Resolved.
557353 – Resolved.
557413 – Resolved.
557511 – Resolved.
557963 – Resolved.
559026 – Resolved.
560286 – Resolved.
565598 – Resolved.
566428 – Resolved.
567256 – Resolved.
567585 – Resolved.
570131 – Resolved.
570157 – Resolved.
567449 – Resolved.
Copeland.9271 – Resolved. (Please always include a ticket number with a request for review.)
561888 – Reviewed and reopened. We will help you and thank you for your patience, as it may take a few days.
572113 – Answered today.
573277 – Answered today.
573637 – Answered today.
580811 – Answered today. We await your instructions.
Knuckles.8706 – Four tickets. Please do not submit duplicate tickets. If you still need help, please update this ticket: 566112.
564027 – In the queue for a hacked account restoration review.
568230 – In the queue for a hacked account restoration review.
573597 – In the queue for a hacked account restoration review.
576918 – In the queue for a hacked account restoration review.
581052 – In the queue for a hacked account restoration review.
576268 – In the queue for a hacked account restoration review.
575040 – Still in processing. Please see this thread.
570203 – Still in processing. Please see this thread.
Vaske.2817 – Still in processing. Please see this thread.
580832 – Three tickets. Please do not submit duplicate tickets. This is in the queue for a hacked account restoration review.
579888 – Two tickets. Please ask your friend to not submit duplicate tickets. This matter is still under review.
568432 – Under review. I’m sorry for the delay in answering your questions.
578077 – Under review. Thank you for the information you provided.
582329 – Under review. Thank you for the information you provided.
572020 – Was reviewed today; your friend should hear soon.
578315 – Your request requires additional review.
578780 – Your request requires additional review.
ladyosira.9563 – Thanks for your understanding and your kind words!

• 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: 2 May 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

554490 – Resolved
570359 – Resolved.
570718 – Resolved.
570985 – Resolved.
571472 – Resolved.
577006 – Resolved.
562805 – Resolved.
563172 – Resolved.
566312 – Resolved.
568493 – Resolved.
571054 – Resolved.
566611 – Resolved.
557040 – Resolved.
557353 – Resolved.
557413 – Resolved.
557511 – Resolved.
557963 – Resolved.
559026 – Resolved.
560286 – Resolved.
565598 – Resolved.
566428 – Resolved.
567256 – Resolved.
567585 – Resolved.
570131 – Resolved.
570157 – Resolved.
567449 – Resolved.
Copeland.9271 – Resolved. (Please always include a ticket number with a request for review.)
561888 – Reviewed and reopened. We will help you and thank you for your patience, as it may take a few days.
572113 – Answered today.
573277 – Answered today.
573637 – Answered today.
580811 – Answered today. We await your instructions.
Knuckles.8706 – Four tickets. Please do not submit duplicate tickets. If you still need help, please update this ticket: 566112.
564027 – In the queue for a hacked account restoration review.
568230 – In the queue for a hacked account restoration review.
573597 – In the queue for a hacked account restoration review.
576918 – In the queue for a hacked account restoration review.
581052 – In the queue for a hacked account restoration review.
576268 – In the queue for a hacked account restoration review.
575040 – Still in processing. Please see this thread.
570203 – Still in processing. Please see this thread.
Vaske.2817 – Still in processing. Please see this thread.
580832 – Three tickets. Please do not submit duplicate tickets. This is in the queue for a hacked account restoration review.
579888 – Two tickets. Please ask your friend to not submit duplicate tickets. This matter is still under review.
568432 – Under review. I’m sorry for the delay in answering your questions.
578077 – Under review. Thank you for the information you provided.
582329 – Under review. Thank you for the information you provided.
572020 – Was reviewed today; your friend should hear soon.
578315 – Your request requires additional review.
578780 – Your request requires additional review.
ladyosira.9563 – Thanks for your understanding and your kind words!

Here’s the Youtube version: https://www.youtube.com/watch?v=x6_r1zjTSQY&list=UUP_FgMqOxp_VsM0UfrL-DxA

See you all tomorrow!

Gold coins are far far more valuable because of what’s stamped on them.

Knuckles.8706:

Once we are “in the queue for account restoration” how long does that typically take?

I need an exact ticket number to review. I have looked at your account and I don’t see that you’re in the restoration queue, so I wonder if I made an error in my response, or if there’s confusion because you have submitted four tickets about the recent issues.

I asked the GM lead and he believes your issue was fully resolved.

I suggest that if you are awaiting further services, you update this ticket and let the team know the help you need: 566112

The exchange actually doesn’t deduct more than the minimum it needs to purchase the amount of gems shown. (or if you like, it instantly refunds the difference).

So you can search for the lowest amount if you’re curious. but you’re protected if you’re just in a hurry to get close enough.

edit for clarity:
If 2g = 21 gems
and 2g 10s = 22 gems..

if you put in 2g 9s the exchange will only take 2g to get you the 21 gems and ‘refund’ the 9s back to you.

“Setting the Stage” was added post-release to clean up the start of Chapter 4. Basically, all 3 Orders were duplicating the meeting in Lion’s Arch, so we split it out into its own story step so all 3 Orders use the same step, before diverging into the Order storylines.

As to the journal getting cut off, I believe that’s a bug.

Thanks for watching today, all. It was actually kind of refreshing just getting to talk a bit of shop for once! Reminded me of the old State of the Game days (RIP).

EverythingEnds.4261:

Branden Gee.2150:

Thanks for reporting this! This looks like a scaling issue where the effect is scaling the character’s size but the skill itself is not scaling. A fix for this will require some design work so I can’t say a whole lot in regards to when it could be fixed.

While a respect this honest answer, I’m really concernd that we didn’t even get a "soon™ ".

I wish I could say soon™. But this is a pretty interesting issue to address.

I am concerned that someone else may have access to your account.

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.

Leo — did you get your outfit?

(Thank you players for your help with this question.)

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.

I need to close this thread, because it has devolved into another alarmist thread, based on speculation and untruth, about some sort of “security breach” on the part of ArenaNet. AP quoted me above, and what I said remains true and should be very clear: The account compromise incidents that we see posts about are personal and not based on a breach within our system. We’re as sorry as heck they happen to our players, and we do what we can to ameliorate the damage the hackers do. But it’s inappropriate, unfair, and just plain alarmist to post about allegedly “known” incidents that did not occur or to post speculation-as-fact because of an individual compromise incident.

Please be fair. Please know that we pride ourselves on transparency and honesty, and we won’t try to squelch honest and truthful discussion about facts. We do, however, need to stop wild speculation that, without comment, may be taken as “truth.”

Your friend is the only one who truly knows all the details of this case. It’s unfair and inappropriate — not to mention against the purpose and policy of the forums — to post a thread protesting a support decision. Asking for a review via the appropriate Tickets for Review thread, on the other hand, would have been just fine.

For your information, the e-mail authentication system is not designed so that we “lock down” accounts if e-mails are sent. It puts control of access in the hands of the account owner.

Be aware that a statement that an account is in the queue for account restoration means simply that it is in the proper queue for review of the possibility of a restoration. I will amend future wording to make that clear and thank you for pointing out that such verbiage may be confusing.

Accounts generally have one restoration, total, in a lifetime. I hope that I do not need to repeat myself about why this is so. Perhaps you and your friend would be so kind as to use the Dev Tracker and find my previous posts explaining why we limit restorations, but the reasons are sound.

Ironically, and in no way related to this thread, the account in question will be restored. Please be clear that this will not happen because of a protest of a support decision, nor because of an error in our initial decision. Although your friend insists that his personal security issue was related to some failure on our part, that absolutely was not the case.

If in review we find we can do something for a player that we initially declined, we’ll do it. And happily, that is the case here.

Thanks for reporting this! This looks like a scaling issue where the effect is scaling the character’s size but the skill itself is not scaling. A fix for this will require some design work so I can’t say a whole lot in regards to when it could be fixed.

This is getting fixed soon™. It does look like this was reported before, but unfortunately due to large amount of high quality posts it can be easy to miss a thread or two. So thanks for reporting this!

Hey all,

Sorry for the late announcement, everyone! Today I’ll be riding solo in the studio, but I’ll be joined by Sizer, Denshee, ROM, and Blu via Skype. I’ll be talking with the guys about last weekend’s European Tournament of Legends, as well as making some predictions on the outcome of this weekend’s North American version.

Feel free to respond below if you have any questions you’d like me to ask ROM/Sizer/Denshee/Blu about their comp, strategy, builds, thoughts, favorite food, favorite movie, etc, and I’ll try to get them answered for you.

You can catch the livestream here: http://www.twitch.tv/guildwars2
Time: 12PM PDT (May 2nd)

Thanks for the post, Blu.

Stickied.

synk.8762:

Chris Whiteside.6102:

Hi All,

I just wanted to take the time to make it clear that we are indeed reading all the feedback, not just about Megasverver but in many areas of this forum, others and in game.

As Colin has mentioned in the past Megaserver technology is a multi phase release and we are monitoring\discussing it every day.

We are very focused on a multitude of areas of GW2 including China and excited for our new global community and what lies ahead.

I wanted to say that I agree with the concerns around the post on twitter. I have a very small number of followers and rarely catch up on my account and following a very late night earlier this week caught up on my notifications and replied. I am a strong believer in exposition to all and will be more careful about this moving forward.

Regarding Dev communication on the forums currently, as I said we are very focused on a number of areas currently and are looking forward to being able to turn our attention to healthy discussions with you all soon.

This post is not designed to appease, it is designed to inform so please take it in the spirit in which it was intended.

Chris

Thank you for taking the time to post. I think this is exactly what we needed to hear. You obviously can’t please all the people all the time, or address everyone’s concerns individually, but small communications here and there to know you’re at least looking at our feedback helps.

Good luck with the China release. Launches are madness; try to keep up on your sleep.

Thank you Synk. So far things have been great on the release (fingers crossed) and I am very excited about other areas that we are working on as well.

All round aside from the lack of sleep things are really exciting at the moment.

Chris

Hi All,

I just wanted to take the time to make it clear that we are indeed reading all the feedback, not just about Megasverver but in many areas of this forum, others and in game.

As Colin has mentioned in the past Megaserver technology is a multi phase release and we are monitoring\discussing it every day.

We are very focused on a multitude of areas of GW2 including China and excited for our new global community and what lies ahead.

I wanted to say that I agree with the concerns around the post on twitter. I have a very small number of followers and rarely catch up on my account and following a very late night earlier this week caught up on my notifications and replied. I am a strong believer in exposition to all and will be more careful about this moving forward.

Regarding Dev communication on the forums currently, as I said we are very focused on a number of areas currently and are looking forward to being able to turn our attention to healthy discussions with you all soon.

This post is not designed to appease, it is designed to inform so please take it in the spirit in which it was intended.

Chris

As numerous threads regarding this topic have already been linked, we’ll close this thread and request that you point your discussions over to them. Thanks!

You cannot change worlds during a WvW season. This is from an upcoming KB Article:

A blog post by the WvW team published in early March discussed certain upcoming restrictions on WvW transfers. As of March 28, 2014, players who transfer during a WvW tournament period are unable to participate in WvW combat for up to 14 days. The intention of this limitation is to encourage each player to choose a home world and to play on that world for the duration of the tournament.

When this restriction was implemented, a warning message was added to the world transfer confirmation screen that states the following: “Your WvW accessibility will be restricted to the Edge of the Mists for the duration of the current match and until the end of your world’s next match.” Once someone confirms a world transfer, that restriction applies.

We are sorry if your account restoration is taking extra time, but the depth of investigation for these situations is time-consuming and requires great care. Imagine a bunch of people claiming they got “hacked” and asking for a restoration, but only after they shuttled off thousands of items and gems. Their request, if honored, essentially “dupes” the items on their account and that’s harmful to all players, because it can cause in-game inflation.

Please be patient while the process is undertaken. We will help you to the best of our ability, while exercising care about the game as a whole.

The Laurels for April — if you did your Monthlies — were rewarded immediately when you completed them. A lot of players were in WvW and thought they were seeing a chest for gaining rank but instead they actually were seeing their reward chest.

There is some confusion because the screen may have shown 2/4, but after intensive research we have found no evidence to suggest that anyone did not get everything to which he or she was entitled to in terms of daily and monthly laurels.

Hey all, we’ve seen a few reports on this floating around, so the team taking a look at this. We don’t know the cause yet, or an ETA for when we might figure it out, but we just wanted you all to know that this is being looked into.

I really appreciate the info you are giving us in the thread, even if I don’t have any answers for you right now.

But telling us your general location and the name of your ISP helps a bunch.

As I was suggesting in another thread, when we see issues with a certain country or region, and when we don’t see general problems across all countries using the European Data Center, my first instinct is that there’s some sort of infrastructure issue within that country. For instance, some poor French players have had connectivity issues related to a specific ISP for months, and while we’d like to help correct it, the correction of the issue relies on the ISP itself.

Anyway, if you are still having this issue, and you’d care to update, please provide:

• General location (city and country would be great)
• Exact error code (don’t rely on the code in the forum post subject line — make sure it’s precisely what you are seeing)
• Brief description of issue. For instance, lag, disconnections (how many in what period of time), can’t log in, etc.

Thank you for this information!

Ellieanna.5027:

Diabolus Anur Kaya.8379:

Murth.5637:

Gaile Gray.6029:

We are unable to remove the Dishonorable Debuff. I’m sorry if you’re having issues, but it’s best to not risk playing matches if your connection is in question, for your benefit (to avoid the dishonorable gameplay flags) and for that of your team.

Incidentally, we’re not aware of any general connectivity issues from Belgium, so that sort of points to it being local on your end.

https://forum-en.gw2archive.eu/forum/support/tech/Error-42-1000-7006-1322/first

Wow. Apparently there is an ongoing issue. Don’t you just hate it when a vendor, company, whatever says its not them, that it is you when it is happening to multiple people from the same area, country, locale?

Yeah I know demerit time most likely but come on how many times have any of us been told this and it wasn’t true?

Because welcome to the internet where the problem might actually not be on Anet’s end but on some connection side that is outside of Anet’s troubleshooting control. It’s very possible that since it’s a certain location issue, there is a node out that needs to be fixed and it’s not something Anet can fix as it’s not theirs in the first place.

Thank you for the clarity and accuracy of your comments!

I cannot see any indication that we are having server issues in a general sense. From every available fact, the issues that you are having from Belgium seem related to issues somewhere between you and your ISP and the Internet as a whole. But I do know you’re having problems and I responded in this thread asking for a few details to help us review.

As a player, I would be contacting my ISP first to try to find out what’s going on on their end. And I confess I’m not a technical support expect and I will fact-check my thoughts after I post. But it seems to me that if there were issues for Belgian players, there would be issues for players in France, Italy, Serbia, Germany, Norway,… for every European player because you all connect through the same data center. Doesn’t that point to an issue somewhere within the Belgian infrastructure, something that can and should be investigated there? On the other hand, I don’t know that for sure.

(All love and respect to Belgian players, btw. You guys and your country truly are awesome!)

Please update your ticket. To do so, simply respond to the e-mail with the ticket number in the subject line.

Please note: There is nothing that can be accomplished related to personal security issues through (numerous) forum posts about the subject. We need to and want to help you individually, but the forums should not be used for complaints or in an attempt to receive faster service than other players.

Thank you for understanding.

We are not offering refunds for this item.

Since you’ve already submitted a ticket, this thread can be closed.

Glad all is in order. Thanks.

Hello all,

Let’s keep this thread on-topic and respectful, please. Thank you.

Update: 1 May 2014

• Please do not post about item replacements.
• Please do not post more than once in the Tickets for Review thread.

560926 – Resolved.
565488 – Resolved.
567539 – Resolved.
573372 – Resolved.
560926 – Resolved.
566836 – Resolved.
558779 – Resolved. I have received and you have received the final answer on this ticket. It will not change.
566204 – We will help you, but it’ll take a few more days.
571496 – You wrote that you no longer need help. Is this resolved? There are four tickets, including 571177. Are they all from you?
570359 – In the queue for account restoration.
570718 – In the queue for account restoration.
570985 – In the queue for account restoration.
571472 – In the queue for account restoration.
573637 – In the queue for account restoration.
574722 – In the queue for account restoration.
575750 – In the queue for account restoration.
576065 – In the queue for account restoration.
576216 – In the queue for account restoration.
578357 – In the queue for account restoration.
578753 – In the queue for account restoration.
540742 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
540907 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
577006 – Three tickets. Please do not submit duplicate tickets. In the queue for account restoration.
572972 – Two tickets. Please do not submit duplicate tickets. This is under review.
568147 – NINE tickets. Do not submit duplicate tickets. You will received your response in #568147. In the queue for restoration.
562681 – https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411
562731 – https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411
564232 – https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411
561840 – Under review.
565199 – Under review.
565343 – Under review.
566663 – Under review.
571322 – Under review.
571190 – Under review.
578151 – Under review.
571622 – Under review. Please do not post multiple times in 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: 1 May 2014

560926 – Resolved.
565488 – Resolved.
567539 – Resolved.
573372 – Resolved.
560926 – Resolved.
566836 – Resolved.
558779 – Resolved. I have received and you have received the final answer on this ticket. It will not change.
566204 – We will help you, but it’ll take a few more days.
571496 – You wrote that you no longer need help. Is this resolved? There are four tickets, including 571177. Are they all from you?
570359 – In the queue for account restoration.
570718 – In the queue for account restoration.
570985 – In the queue for account restoration.
571472 – In the queue for account restoration.
573637 – In the queue for account restoration.
574722 – In the queue for account restoration.
575750 – In the queue for account restoration.
576065 – In the queue for account restoration.
576216 – In the queue for account restoration.
578357 – In the queue for account restoration.
578753 – In the queue for account restoration.
540742 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
540907 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
577006 – Three tickets. Please do not submit duplicate tickets. In the queue for account restoration.
572972 – Two tickets. Please do not submit duplicate tickets. This is under review.
568147 – NINE tickets. Do not submit duplicate tickets. You will received your response in #568147. In the queue for restoration.
562681 – https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
562731 – https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
564232 – https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
561840 – Under review.
565199 – Under review.
565343 – Under review.
566663 – Under review.
571322 – Under review.
571190 – Under review.
578151 – Under review.
571622 – Under review. Please do not post multiple times in this thread.

Because GvG and WvW players cannot have a discussion without it turning to insults and attacks, GvG threads are not allowed on the WvW subforum. If you wish to discuss participating in a GvG, please use the In-game events subforum.

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.

Here are updates to posts in this thread:

556264 – Processed April 28
556234 – Processed April 28
Creatos Zel Ael.1936 – If your purchase was an exact duplicate (no matter how the armor was used) you would be eligible for a refund, so please submit a ticket.
Noctology.7238— One cannot submit a ticket via the in-game system; that system is exclusively for reports. So yes, your friend should submit a ticket by clicking “Support” at the top of this page, and the “Submit a request.”
sil.4160 – You are in the queue for assistance. We’re sorry for the delay.

Toritaka.8390:

Are the skins of black lion weapons eligible to refound? Do Anet refound a ticket of each duplicate skin of black lion in this case?

Gem Store’s dyes are elegible, seems logical that the skins of black lion also elegible.
Delivery of a black lion ticket or skin without using for each duplicate skin . Eg: if I have 3 aetherized shields? Delivery 2 black lion tiquet? Or two atherized shield skins without using?

These items are not eligible for refund.

Following up expressly on the three players I had pinged here about their refunds:

Feycat.4370:

Gaile Gray.6029:

Feycat and Lotusklee — I see an outbound updates sent on Tuesday. Can you please check your junk, spam, and other possible in-boxes? I need to know for certain that you didn’t receive it because it was routed to an other bucket.

Checked both those things, and I have no emails since April 17, at which point it went into my inbox. I can’t see any reason why I’d receive my initial emails just fine and not follow-ups.

I don’t know how to determine why you were missing e-mails, but I assume you saw the refund granted on April 26th?

Jamin.6528:

Gaile Gray.6029:

Jamin — I cannot see any new ticket from you, not since February. I suggest you find the auto-receipt confirmation e-mail or if you do not have that, submit a new ticket. Because if this is the account for which you wish to get a refund, this account has no current/unresolved tickets in its folder.

The number/title for the ticket is — 549929:Re: Gem Store Item Refunds

Glad to see you guys lost my ticket and I have been wasting my time. I’ll submit another one.

Your ticket was never lost. I simply was unable to find it, and I apologize for that. Since you provided the number, I was able to review and see that your refund was processed on April 27.

Lotusklee.8512:

I have reviewed all of the in-boxes. The last message I got for my ticket Gem Refund is 15 April. No update message since the day. I mean that ticket 539982

Refund processed April 29th.

I’m not sure where you are, but that’s not Rytlock’s office. Maybe you’re on a lower level?

Let me simply reiterate, if your e-mail account is hacked, there are many, many problems, including identity theft that can impact you at far greater depth than the compromise of a game account, such as bank accounts, credit cards, mortgages, etc.

We are very sympathetic about these incidents, and we take great care to work with the player to rejoin the game and re-secure his or her account. We will continue to take such steps, as that’s an important part of the services that we offer our customers.

I smiled about the tinfoil hat theory, so thanks for that. it is important for us to courteously and accurately tell a customer when he or she is mistaken in these situations, to answer truthfully and with accuracy in order to prevent the promulgation of rumors and to quell the potential for alarm that would be completely unjustified.

I want to point out, once again, that a compromise of our system would result in tens of thousands of hacked accounts and thousands of forum threads, not the handful that you see. Again, we’re taking longer (too long, we confess it!) to address compromised accounts. The delay sometimes drives people to the forums, meaning that we see a few threads that in a normal day would not be visible. But we are not seeing dozens, hundreds, or thousands — and that assuredly would be happening with a security issue within our system.

We will help you to the best of our ability, and as quickly as possible. We continue to focus on compromised accounts (including having agents working overtime) because we feel they are a very high priority.