Guild Wars 2

For those of you experiencing connection issues, please check out this KB article below if you haven’t already:

https://help.guildwars2.com/entries/27698133-Connectivity

Additionally, often times after a patch or new content is released, as there are many more players jumping on at once, some performance issues are likely to be experienced.

If you are simply experiencing skill delay or skill lag, I highly encourage checking out and contributing to this thread for visibility:
https://forum-en.gw2archive.eu/forum/game/gw2/Official-state-of-skill-lag-and-server-optimizations/page/6#post3950754

Lastly, should the steps in the KB article not resolve your issue or answer any of your specific questions, please submit a technical support ticket by clicking this link below:
https://help.guildwars2.com/anonymous_requests/new

Hey all,

For anyone experiencing skill delay issues, please refer to this thread as it is being occasionally updated by one of our programmers on this issue:

https://forum-en.gw2archive.eu/forum/game/gw2/Official-state-of-skill-lag-and-server-optimizations/first

I would also advise contributing to the thread for visibility as well.

Aphelion,

What sort of error message are you getting when you try to log in?

Hi there,

You say that your system isn’t overclocked, but do you still have the Turbo Boost feature enabled? This has been known to cause crash issues, particularly in areas such as large cities, events, WvW, etc.

You have quite a bit of sporadic packet loss throughout nearly every hop leading up to the game servers. That said, I’d advise getting in contact with your ISP as this issue is likely due to the route your connection takes to reach the game servers.

You may also want to consider disabling any background applications via MSCONFIG, or even trying a DNS flush in the meantime.

I am sorry you guys had trouble making a gem purchase, but really appreciate that your posted. Your experience could help others, where they’ll know if they wait a bit, the purchase will probably process. Also, hitting “buy” multiple times can result in multiple purchases. Now, of course we will refund those as quickly as possible (as long as the gems aren’t spent ) but it’s best to avoid the hassle for you by simply clicking once and then waiting a bit to see if the purchase goes through.

Thanks again for sharing your experiences.

Just a note to let you know I’m merging about half a dozen posts to gather all the reports of players having trouble buying gems in the Gem Store. This means you may see some repeated comments within the thread, but making a merged thread allows us to give you one single, update so you know the status of this issue and it will make this issue and its upcoming resolution more visible.

In a nutshell, and I’ll post this at the bottom of the thread as well, we’ve been able to determine that our billing system provider has had an issue that has prevented some players from making a Gem Store purchase. Quite honestly, it was pretty hard to find what was going on, which is why for a few days we were not able to confirm exactly what was causing the issue, and we did wonder if the problems were unique to individual players. At this time, the provider is actively working on a fix and we hope to have this all ironed out very soon. I’d suggest that you do not need to submit a ticket, but you may if you wish to do so.

I will update you as soon as I have more information. In the meantime, please accept our apologies and our sincere thanks for your (attempted) support of our game through Gem Store. We hope you’ll make that purchase as soon as the problem is worked out.

Thanks!

GrungePunk.3095:

My apologies. That’ll teach me to ask on map chat next time before posting in the forums. I was told to go to the Black Lion Armorsmith in any major city and convert my town clothes to skins. Thank god I have my GW2 hat again!

To any moderators, if you feel this is informative leave it up. Otherwise feel free to delete this post. I would delete it myself if I had the option.

Thanks for updating, and I do think that leaving this in place would be good, as others with the same first reaction will benefit from the info you’ve shared.

I’m glad all is well.

Very good advice, LyricDawnhagen!

Wulfheart, the fact is, if they have access to the e-mail account — if for example you use the same password for e-mail and game — sending a verification “Do you want to add this mobile authenticator” e-mail wouldn’t help.

However, I do understand the question, so I’ll discuss it with the team to learn if there’s benefit to adding that process to the change. I’ve asked before and basically I’ve been told that sending the e-mail isn’t necessary nor preventative of most hacks. But I’ll ask again.

Congratulations to TCG for winning the whole thing, they really played well and earned the right to be EU’s Legends of the mists!

Also a huge thanks to all the teams for playing as well!

Also thanks to Blu/Sireph, the Authorized Shoutcasters, DPS, our ESL admins for running the tourney!

I can’t wait till next weeks NA Legends of the mists tourney!

#HypeTrain!

Astral Projections.7320:

Sounds like you got hacked. Maybe they got interrupted and didn’t have time to finish stripping the account.

First do a security sweep of your computer, including looking for a keylogger. After you are sure your computer is secure then you can contact support at https://help.guildwars2.com/anonymous_requests/new to see about getting an account restoration (a rollback of your account to a time before the hack). Be aware you will only get one of these so if your computer isn’t secure and it happens again, you will not get back anything lost.

This is good advice. I would add that in addition to checking your computer security as a whole, you also should carefully review whether your e-mail account may be compromised. We’re finding that a large percentage of hacked game accounts also involve a hack of that player’s e-mail account. This results in intercepted tickets or in the e-mail account hacker trying to claim the account as the legitimate owner.

Glad all was clear and that you actually got a “bonus refund” that you didn’t expect!

Any inquiries about an account suspension and/or a block due to a character, account, or guild name (or guild tag) should be directed to Customer Support via a ticket. The forums is not a venue for review or appeal in these cases.

lordkrall.7241:

You can buy gems in the Gemstore (pressing O – Buy Gems).

Or if you don’t want to spend real money you can delete your characters and then transfer for free to the other server.

This is correct. Please keep in mind that a player can transfer worlds just one every 7 days, so choose wisely.

The account holder needs to submit a ticket. She may do so in English, French, German or Spanish. She may do so with imperfect English — that’s not a problem. But the request ideally would come from the e-mail account associated with the game account or from the person who owns the account, if she must use an alternate e-mail account (which I will explain later).

What the other players have told you here is correct:

• Multiple tickets slow response.
• Account retrievals and restorations are very time-consuming.
• Some e-mail providers mis-route or block our e-mails (although that is better these days).
• Most hacked accounts are tied to a hack of the e-mail account, and yes, the hacker simply deletes our mails and you never knew we’ve been trying to get in touch.

Please review the links provided in Ic’s post above and make yourself aware of security issues and the problems with e-mails, which both Ic and bluestocking linked. Please avail yourself of the Tickets for Review thread for which lordkrall provided a link. Please do not submit additional tickets for her, but have her submit a ticket about her account.

If you are not getting our first “We got your ticket” response or our periodic update auto-responses, then something is wrong and again, I strongly suspect her e-mail account is also compromised. If that is the case, or may be the case, and if her computer is absolutely certain to be free of malways (such as keyloggers). then she might consider using a completely different e-mail account to contact us, providing the numbers of the other tickets so that we can merge them and process only the one.

Congratulations to The Civilized Gentlemen for winning the European Tournament of Legends!

First Place: TCG

• Helseth
• Tage
• Denshee
• Sizer
• ROM

Second Place: 55HP Monks

• Niah
• Aldemiri
• Maylo
• Misha
• Shad

That last game on Khylo was a blast! Really great showing by all of the teams involved in the tournament. Don’t forget we’ll be running another Tournament of Legends in June/July!

Big thanks to Blu/Sireph, the Authorized Shoutcasters, DPS, our ESL admins, and everyone else that helped out with the tournament this weekend.

We’ll see you next weekend for the North American Tournament of Legends.

Day two of the tournament is live! http://twitch.tv/guildwars2

Day two of the tournament has started! You can find the livestream (and the giveaways) at www.twitch.tv/guildwars2

Adrian.3180:

~clip Had serveral tickets ~clip

That is the critical element. Please do not make duplicate or follow-up posts. Please follow up in the existing ticket, to expedite service.

Item replacements are running about a week. Please be aware that we are working on them as quickly as possible, even while we are putting our first priority on account compromise incidents, with the assurance that all our players will understand that a hacked account is more time-critical than a courtesy item replacement.

We will answer your requests just as quickly as we can, and we have instituted overtime to help us do so!

Attention:

Please do not post in this thread to follow up on item replacement requests. They will be dealt with as soon as possible, but I will not be able to review those requests individually.

Please do not post about an account restoration request unless you have been waiting more than five days. Account restorations are the most delicate and time-consuming of all investigation, and we must allows the agents time to do these thoroughly and correctly.

Thank you for understanding.

Schwarzkopf.4081:

Gaile Gray.6029:

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

My support ticket #540907 has been under review for more than 10 days now . Im beginning to feel hopeless :|

You may have more than one open ticket, but I recall answering your request yesterday in a ticket.

Please read this post on the subject of account restorations.

Quite honestly and quite directly: It’s highly unlikely that we can investigate a hacking incident, verify your ownership of an account, verify the hacking, return access, and restore your account in a matter of 2 or 3 days. Even when we are not dealing with a large number of the requests related to courtesy item replacements, the process of dealing with hacked accounts is time-consuming and detailed.

I ask that you please not post in the Tickets for Review thread unless you’ve been waiting more than five days. Please allow the team to take all the steps they must take to help you, knowing that we will help you to the best of our ability.

Thanks for your cooperation.

Please know that hacked accounts are the more difficult thing our team works with. You’d be surprised (and saddened, I’m sure) to see how many people try to “claim” an account that they do not own. Each agent must use extreme care to make sure that he or she is helping only the actual account owner. Then, if there’s a request for an account restoration — and we try to accommodate as many of those requests as possible because we truly understand how devastating an account “hack” can be — there’s another layer of investigation that we must undertake to to make sure we’re selecting absolutely the best restoration point for our player and to ensure that a restoration does not negatively impact the player base as a whole. (Some challenges here are the possibility that a non-account owner is trying to steal the account, the fact that some restorations are not possible because we cannot establish the account was compromised, or because the account already has been restored and offering multiple restorations presents a risk of damage to the game economy as a whole.)

So all of us understand and sympathize with the fact that it seems to take a long while to return access to the legitimate account holder and then use the ART to restore the account. However, we must ask for your patience rather than rushing the process, for the good of the game and in order to have the confidence to move forward on the dual requests.

Thank you, sincerely, for understanding.

Thanks for the kind words, Tellerion. Blu and Sireph, all of our Authorized Shoutcasters, the entire Mistpedia crew, and Mid-Atlantic Kombat (admins) put a ton of work into making this tournament possible, and all of us at ArenaNet are extremely humbled and appreciative of their dedication.

Thanks for watching, and hopefully we’ll see you tomorrow (and next week)!

#llamaprophecy

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.

Lotusklee — I do see the update to your ticket you made today.

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.

maxpain.2418:

how do i link my accout to another email i dont use the email this account is linked to anymore

Oh sure, we can help. Click “Support” at the top of this page, then “Submit a request” to get a ticket started. Watch your e-mail for a response and we’ll be happy to help.

I am sorry that you were alarmed by this, and I’ve written up a Knowledge Base article that may help allay the concerns of others. I figure if they go into the Support page and type “Texas,” they’ll get the info they need.

We want your friend to be able to join the game! I’m sorry about what happened, I imagine there may have been a question about the card, or the issuing agency may have not allowed the processing, despite him wanting it to happen and us very much hoping it would! When there’s a question, we refund so that someone is not charged. This is right, and fair, and then we work with the person who had the issue to try to make the buying process work for him or her.

Thank him for submitting and ticket, and please assure him we’ll do our best to answer as quickly as possible, and we apologize for the delay! Things are busy, but we do our best to answer promptly.

Thank you for relaying this to your friend.

Warring States.4810:

Hello Great Protectors of The Tyria

I ever sent a support ticket.The team had saved my gw2 account back from kitten hackers.

Now its working.

But they had stole my golds and much items…
Can i restore lost items after my account was compromised?

I’M WAITING YOUR ACTION!!

There is nothing that could be accomplished by posting in the forums with this request. Please update your ticket by responding to the e-mail and make a request for an account restoration. Thank you.

Behellagh.1468:

The breach wasn’t at their end. Someone got enough info from your system, likely though compromised e-mail account, to add an authenticator and then it was easy to jack and empty your account.

And since this wasn’t the first time and they made clear that only one restoration per account you are SOL. Maybe you need to evaluate your e-mail and computer security habits rather than lash out at them.

The critical part to emphasize is the following: “The breach wasn’t at their end. Someone got enough info from your system, likely though compromised e-mail account, to add an authenticator and then it was easy to jack and empty your account.”

This is absolutely true. The account hacks that people are posting about are not related to a Guild Wars 2 or ArenaNet security issue. The account compromises, or “hacks,” are happening because of personal security breaches, and most commonly they involve a “hack” of the e-mail account, too, which makes resolving them that much more difficult. (The hacker intercepts the e-mails, wipes the in-box, and the player never knows what happened.)

We will help, to the best of our ability, but ultimately, your personal security is your responsibility and there’s only so much we are able to offer. Repeated account restorations would be harmful to the game economy and therefore would have a negative impact on all players. Repeated restorations also creates an expectation that no matter how poor someone’s security practices are, ArenaNet will help them with yet another “do over.”

Please know, I never make light of security breaches. I fully understand and am sympathetic about how devastating a compromise can be! But statements like, “This guy was hacked, OMG it’s Anet’s fault” and nothing more than meaningless conspiracy theories, without a shred of fact behind them.

Please let us help you – we’re committed to doing so! Please share all your concerns and questions and requests within your ticket. But please do not cast about for someone else on which to place blame for a breach in personal security.

Inculpatus cedo.9234:

She means wait for a response. Sending duplicate tickets will only slow down the process.

Exactly correct. Please work with a single ticket to expedite your response.

Thanks for asking about this; we want everyone to understand so that we can help as quickly as possible.

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

• Some tickets will require extra time because they are very complicated. This applies especially to compromised accounts and certain access issues that may related to disputed ownership of the account. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums. We will not reinstate accounts found to be involved in these offenses. 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: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

tiffanyspencer.8925:

Hi!

I submitted a ticket (#548484) about duplicate Marjory’s dagger skins – refund on April 17th, and I still haven’t got any answer, please help me!

MasterMc.7543:

#553628:Duplicate Kasmeer staff.
Submitted on the 18th.

Kazuto.2798:

Ticket #558540
5 Days Old (Submitted 4/20/14)
Excess Town Clothing

miles.5961:

554571:Refunds for gemshop items (Town Clothes) (A little change if I might add, I would also like to refund my chef outfit as well)

To repeat this thread:

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.

Nynuwe.5893:

PS: I am deeply concerned no moderator has yet to appear here to intervene. That no developer has peaked in to aknowledge some of the concerns brought up here.

The thread was doing remarkedly well for a long time, which is why it had little interaction from the Moderation Team. There has been plenty of debating, only a tiny bit of off-topic, which quickly got back on track.

We saw the first reports about this thread this afternoon. Thousands up thousands of posts are made every single day and although we wish we could review them all, it’s just not physically possible, so any assistance we can get from players using the report function is greatly appreciated.

All this said, we have cleaned up the thread. Please keep it on-topic and clean. Thank you!

Good advice, guys. Thank you for sharing your tips with MetalPhin, and MetalPhin, welcome to our game!!

I’m not sure if I understand the question, but only one account can be used per e-mail address. So if the address was used for another account, even if that account is terminated the e-mail address is still locked from use on a second account.

frans.8092:

Gaile Gray.6029:

Hey folks, no worries. There are several routes through which you go to access the game or the forums, and I’m told the forum sometimes throws an access IP from Texas, but that’s you… or us… or you talking with us on the forums. So it’s all good.

Not good enough.

That security page is to give us information about account use and abuse, an unidentified ip-addres will – and should – ring alarm bells. As I can not remember, and can not be expected to remember – these 32 bit numbers ip numbers I suggest the account page does a reverse DNS name lookup or – when failing to find a proper host name – a whois lookup.

At the very least. add an rdns lookup to the listed ip-adresses and get your own ip-adresses a proper DNS entry.

What I see on my account does show a location, not just a random set of numbers. I don’t need to remember anything, I am told the location of the account’s most-recent log-ins, like this:

Location IP Range
WA , US ( XX.XX.XXX.XXX )

Is that not what you see?

Please, anyone whose account has been compromised should contact Customer Support for assistance. There is nothing that anyone can do on the forums to assist you. Account compromise incidents are one of our highest priorities and I have seen a decided reduction in the turn-around time in resolving these issues, so I encourage you to submit that ticket and wait for the personal assistance that you need and which we’re happy to offer you!

• Click Support at the top of this page.
• Choose “Submit a request.”
• Provide as much identifying information as you can.
• If you need to update with more information (such as a remember means of establishing ownership) simply reply to that e-mail about your ticket (it has the six-digit number in the subject line) and add that additional info.

Thank you!

Bug Fix

• Fixed a bug that caused NPCs and player-summoned creatures to hit for excessive damage in sPvP.

Try switching maps or logging out and back in.

There is currently a bug with all NPC damage in PvP being higher than intended. We are shooting to get this fixed before the Tournament of Legends.

There is currently a bug with all NPC damage in PvP being higher than intended. We are shooting to get this fixed before the Tournament of Legends.

This actually isn’t an audio bug so much as it is a game bug with an audio side-effect. For best results, this thread should be moved to the game bugs forum so that a content designer or a gameplay programmer may have a shot at fixing it.

Thanks for the report!

I feel sure things will work out for you, Mitch.

In the meantime, it’s always best to update an active ticket rather than create a new one. Even if the subject is “I need access to my account” and then “Can you offer me an account restoration” it’s helpful for an agent to be able to access the notes from the previous ticket.

Interesting, thanks for the report!

I’d like to suggest that if you experience this regularly, you might want to submit a ticket so the team can make suggestions about a possible work-around.

You should be receiving automatic updates. I know that’s not the best way to communicate, but it is a way to let you know your ticket didn’t fall into the abyss, and with the heavy volume, it’s something we want to send, just to touch base and let you know your ticket is properly assigned and will be addressed as soon as possible.

Jamin and Feycat — are you not getting any communication from us whatsoever, not even the automatic updates? Or are you getting those but are not seeing forward movement on the ticket?

Thanks for that info.

https://forum-en.gw2archive.eu/forum/support/bugs/Brute-Force-bugged/24319

Basically, I’ve never been able to reproduce the bug, and it’s not clear what’s causing it.