Guild Wars 2

Update 21 April 2014: We made some additional tweaks to our e-mail system that may help address this issue from our side. It will not fully solve the issue from the ISP perspective, but it may help some of our players.

If you confirm that you still are not receiving our e-mails, please consider the suggestions in the original post to help us communicate with one another.

When you choose to accept progress after doing a step with another player, it will set your next story step to be the same as theirs. It hasn’t actually switched your order, but if their next step was an OOW storyline, it will put you on that storyline as well.

If you feel a player is abusive in-game, please report them using the in-game ticketing system so our Customer Support team can properly investigate the issue and take any appropriate action.

katubug.6378:

I received my refund today. I know you guys are responding to a lot of tickets right now, but rest assured, most of us really appreciate what you have done, and what you are still doing. Thank you! <3

Inculpatus cedo.9234:

Gaile Gray

ArenaNet Support Liaison

Update: 21 April 2014

Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!

I am sure they are just swamped, and working as fast as possible. It is probably better they take a bit more time on a ticket, than rush a response that might be less than satisfactory. (Which may be happening, anyway, due to the overload.)

Thank you both for being so understanding!

We’re never happy when our players need to wait to get help, but again, we have a lot of different issues to resolve and we’re going to get to these just as quickly as we can!

ferr.6403:

My ticket is from 19th, and no answer yet o_O. I had experience contacting gw2 support for refunds long time ago (when they just introduced makeover kits there was a bug: using makeover kit on sylvari removed its glow at all.) I contacted support and after 2 hours of waiting got my refunds for 2 makeovers kit I used. But now it’s something strange o_O I got no answer after 2 days of waiting.

This is a far larger issues than that involving the Sylvari Glow, that is, it involves a lot more players. With all honesty, you’ll probably be waiting several more days before you receive the refund, but please do be patient and understand that while we’re dealing with these requests — which we are fulfilling as a measure of good will — we’re also helping players with log-in issues, with hacked accounts, with bugged characters or system issues that require some pretty intense review.

Fulfilling your personal request is important to us, and we will help you as soon as we can. But we do ask for your understanding as we work through the reuqests.

Dead Smexy.1456:

I submitted my ticket patch day and haven’t heard back since the “department transfer” of my refund request the first day n_n Replied once each day and still haven’t heard anything back. Bought the fuzzy quaggan hat, panda hat, cargo shorts, designer hoodie, and 2 costumes. All gems were bought with a credit card. You’d think the more real money you spend the better they’d treat you, but apparently that isn’t the case. Gonna have to open another ticket if I don’t get any response by tomorrow.

The last ticket on this account is from February, so it does not appear that you have an active ticket with your current requests. (Unless you’re referring to a second account?) Remember: When you submit a ticket you will get an automatic response acknowledging receipt of the ticket.

Hello all,

Whilst we do understand that folks are frustrated at the moment, please be sure to leave name-calling and personal insults out of your posts. You are welcome to give your feedback, but abuse is absolutely not appropriate.

Thank you for your continued understanding and patience.

Osculim.2983:

foofad.5162:

I submitted my ticket yesterday and already got refunded. You do need to submit a ticket if you want a refund, if you don’t you won’t get anything.

Then why do i have to wait so long i havent heard anything back. And i submitted my ticked on wednesday

Osculim.2983:

I did receive 2 emails from support saying that its been submitted and at the right place. I dont mind waiting a bit but when tickets get handled before yours and you submited earlier then you start to worry a bit.

I understand completely. I should mention that each case can be slightly different. Sometimes a ticket comes in through a different channel — like a different “reason code” — and that can delay the response. There is a delay in response, and I just checked and your ticket is in the proper queue, so we just need to ask for a bit more patience and we’ll get to it ASAP.

Ravion Hawk.4736:

I just got the refund. Got DC’d while doing Sorrow’s Embrace path 2, but I got my gems.

Without pointing at you directly you got a refund just two days after you submitted a ticket.

Things are very busy, and the team does have a lot of tickets to answer. We ask everyone to be patient and allow us time to resolve each and every request in the best way possible.

Anirri.4156:

Actually they do have the purchase history, They even said “we do not see where you purchased this item” they then listed my last 50 purchases and then basically told me “No refund kthanxbye” so it seems the money i spent on the game was for no reason since the update. I wish the rest of you better luck, i will be swallowing this 2400 gems it seems.

• Removed insulting comment in post via Moderation

I am confused. I just reviewed your ticket history and your request was addressed yesterday. Could you tell me exactly what it is that you are missing or how you felt this should have been resolved, given the details that the agents provided you? Thanks for that clarification.

EnReon.9081:

haseus.8526 cant speak because he isn’t allowed access over the gw2 forums and wants to know how exactly he is supposed to put his ticket into the 3 days topic

To be honest, there seldom is a need to use that thread, and an account that is terminated does not have forum privileges, you’re correct.

I’d suggest that your friends simply wait for an answer because volumes are high and his response will be sent as soon as possible.

Brother Grimm.5176:

zathure.7514:

Thing is i did contact CS its just day 3 and no replies…..

If you did not get a nearly immediate auto response (that the ticket was submitted), then your email is somehow blocking the support contact attempts (in junk mail, possible email provider block, potential email account compromised and hacker is deleting responses).

For more info about possible e-mail problems, see this post: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

Brother Grimm.5176:

Per above, I doubt the policy is going to allow for what you are asking, but I doubt it can hurt to detail what are requesting and submit a ticket. Since those items were purchased for gold, I don’t think they are considering refunds for them (but I could be wrong).

Correct. We are refunding duplicate skins that were purchased using gems but are not doing so for items acquired using in-game gold.

We definitely want to 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, 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.

If you later need to update your ticket, simply reply to the e-mail associated with the ticket (with the 6-digit ticket number in the subject line) and provide any new information you wish to have added to your ticket.

elektrolivia.3570:

Haseus.8526:

the least they could do is respond to one of my tickets and update me

There are a lot of ticket submissions from the patch/refunding town clothes/etc. Just try to be a little patient. I am waiting for a ticket to be answered as well

Exactly true! We will be addressing everyone’s requests as quickly as possible, but volumes are high at the present time and there may be a longer delay in getting that response out to you.

Update: 21 April 2014

Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!

Additionally, just as we ask that you not submit duplicate tickets, we ask that you not post multiple times in this thread. Please wait for a response post before posting again. This makes the process more efficient and responsive for everyone.

535940 – Resolved
170199 – Resolved.
464071 – Resolved.
524590 – Resolved.
537422 – Resolved.
537581 – Resolved.
539229 – Resolved.
541680 – Resolved.
542085 – Resolved.
542235 – Resolved.
542408 – Resolved.
542538 – Resolved.
542651 – Resolved.
533748 – Resolved.
537846 – Resolved.
539659 – Resolved.
551646 – Resolved.
540132 – Resolved. (I updated the ticket to let the agents know.)
151288 – Resolved. Final Answer: This account will remain closed. It cannot be reactivated or reinstated because it has been involved in too many questionable activities.
531115 – Resolved. Final Answer: We cannot allow you or help you to use an account that is owned by another player.
533977 – Resolved. Final answer sent on Friday.
517710 – Resolved. I checked with the Community Team and they have responded and reviewed your further comments.
544110 – Resolved. The answer the agent sent you today is the only possible answer.
544107 – Under review.
530674 – Under review.
539979 – Under review. Restorations take a few days, so please allow extra time.
548300 – Under review. Restorations take a few days, so please allow extra time.
555948 – Under review. Restorations take a few days, so please allow extra time.
541571 – Under review. Thank you for updating your ticket with the requested info.
543132 – Under review. There are many requests, and we ask for your patience.
543333 – Under review. There are many requests, and we ask for your patience.
544072 – Under review. There are many requests, and we ask for your patience.
544078 – Under review. There are many requests, and we ask for your patience.
544294 – Under review. There are many requests, and we ask for your patience.
544328 – Under review. There are many requests, and we ask for your patience.
545279 – Under review. There are many requests, and we ask for your patience.
545899 – Under review. There are many requests, and we ask for your patience.
549228 – Under review. There are many requests, and we ask for your patience.
543239 – Under review. There are many requests, and we ask for your patience.
543365 – Under review. There are many requests, and we ask for your patience.
544279 – Under review. There are many requests, and we ask for your patience.
540907 – Under review. There are many requests, and we ask for your patience.

• 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 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: 21 April 2014

Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!

Additionally, just as we ask that you not submit duplicate tickets, we ask that you not post multiple times in this thread. Please wait for a response post before posting again. This makes the process more efficient and responsive for everyone.

535940 – Resolved
170199 – Resolved.
464071 – Resolved.
524590 – Resolved.
537422 – Resolved.
537581 – Resolved.
539229 – Resolved.
541680 – Resolved.
542085 – Resolved.
542235 – Resolved.
542408 – Resolved.
542538 – Resolved.
542651 – Resolved.
533748 – Resolved.
537846 – Resolved.
539659 – Resolved.
551646 – Resolved.
540132 – Resolved. (I updated the ticket to let the agents know.)
151288 – Resolved. Final Answer: This account will remain closed. It cannot be reactivated or reinstated because it has been involved in too many questionable activities.
531115 – Resolved. Final Answer: We cannot allow you or help you to use an account that is owned by another player.
533977 – Resolved. Final answer sent on Friday.
517710 – Resolved. I checked with the Community Team and they have responded and reviewed your further comments.
544110 – Resolved. The answer the agent sent you today is the only possible answer.
544107 – Under review.
530674 – Under review.
539979 – Under review. Restorations take a few days, so please allow extra time.
548300 – Under review. Restorations take a few days, so please allow extra time.
555948 – Under review. Restorations take a few days, so please allow extra time.
541571 – Under review. Thank you for updating your ticket with the requested info.
543132 – Under review. There are many requests, and we ask for your patience.
543333 – Under review. There are many requests, and we ask for your patience.
544072 – Under review. There are many requests, and we ask for your patience.
544078 – Under review. There are many requests, and we ask for your patience.
544294 – Under review. There are many requests, and we ask for your patience.
544328 – Under review. There are many requests, and we ask for your patience.
545279 – Under review. There are many requests, and we ask for your patience.
545899 – Under review. There are many requests, and we ask for your patience.
549228 – Under review. There are many requests, and we ask for your patience.
543239 – Under review. There are many requests, and we ask for your patience.
543365 – Under review. There are many requests, and we ask for your patience.
544279 – Under review. There are many requests, and we ask for your patience.
540907 – Under review. There are many requests, and we ask for your patience.

Since there is already one thread about this being bugged, we are closing this one.

Since this is a necro thread which ended up into an argument, we’re closing the thread.

It is permanent. The temporary tracks will have timers on them.

Greetings all,

There is currently an issue affecting the NPC called Black Lion Trader [Armorsmith]. The NPC is therefore disabled for the time being.

Thanks for your understanding while we are investigating the issue, and we apologize for the inconvenience this may cause.

Aha, sorry, my storyline list was out of date. Yes, if you accept the story step completion of another player, it will make your next story the same as theirs, even if that means you’re assigned a storyline from another Order. I wouldn’t worry about it, though, it shouldn’t block the story at any point.

Can you show me the description of the “Setting the Stage” step? It’s not in my list of storylines, and it’s right in between the OOW story and the Chapter 4 story.

We have an update on this item in the following thread: https://forum-en.gw2archive.eu/forum/pvp/pvp/Balthazar-Back-Piece-on-Trading-Post/3925046

After this week’s update, it came to our attention that the Balthazar back piece was not account bound when it went live and players have been selling it on the trading post.

This was not intended and will be fixed in the next hotfix. To prevent players from continuing to sell the item, it has been removed from the trading post. Existing orders and sells have been canceled and will be available in your pickup tab.

I’m not sure what you mean by “what I did was cancel the progression.”

anzenketh.3759:

Lishtenbird.2814:

Stefan, you might not be the right person to ask it, but…

Could you tell us if this problem (transmuted weapons receiving name from stats item and not skin item) is a temporary bug or an intended change? We, the aesthetics-driven people, are really saddened by this change and would appreciate any official news. Thanks!

The API bug and the transmutation bug(if it is a bug) were unrelated. The API bug was patched last hotfix.

Hi Lishtenbird,

Yes, this isn’t the correct forum. But I went ahead and inquired internally here to someone who might know. In short, this can be considered a bug, but one that is not easy or fast to fix. There is a desire to address this along with some other improvements to the tool tips of transmuted items. But there is no ETA for this.

As to any ETA for other API releases, unfortunately I don’t have one right now either.

Thanks all!

If you did “A Meeting of the Minds” (the DP ending for Chapter 3) with your brother, and accepted the option to use his story progress, it will put you on the DP storyline for Chapter 4, since it’s trying to keep you together.

Hi, everyone. I’m here with an update.

Unfortunately, we were not able to integrate fixes for the bug affecting the stuck Daily Achievements today.

I understand that this is inconvenient, frustrating, and disappointing, particularly because a lot of you all play over the weekend and were probably looking to get some play time in and complete your dailies after the release of the Feature Patch. We apologize that this is affecting your game play experience.

We’re going to try and fix this at our next earliest opportunity, and that’s going to be early next week.

Including announcement of a second Tournament of Legends sometime in June/July.

https://www.guildwars2.com/en/news/tournament-of-legends-update/

vorpal.1497:

However! Unskilled players are not a problem. It is only when one team gets populated by one or more unskilled players, meanwhile the other team gets all average/good players, which is the problem. So by hiding rank now, they hide this broken situation of a team hamstrung by an unskilled player while paired with average/good players.

In solo arena, the system works by sorting players by their MMR – deviation descending and them placing them onto the team that has the lower running total MMR. This means that if one side has more new players then it is just random chance. It also means the players on other team have a lower than average MMR becaue they were comparable to a new player with the default MMR – a very wide deviation. None of this gets reflected by ranks.

In team arena, players are put onto rosters based on their MMR – deviation, and then the matched against another roster by matching based on average MMR.

In both cases, the algorithm will very gradually increase the range of MMRs it will search over time to give players on the edges of the curve the opportunity to play.

vorpal.1497:

Take home point: ArenaNet is aware of these issues with mismatched games, and have made the conscious decision to not fix it, due to lack of time or simply the architecture of the code doesn’t allow them to. Thus they hide rank so we will stop “proving” via screenshots that there is a problem with mismatched teams.

We are aware of the issue, and we have made the conscious choice to fix them, but those changes are not yet ready. If you’ve followed any of the many matchmaking threads, you should have a good idea where we are going. If not, we will give out more information as we get closer to the release of those changes.

Hey everyone,

This is a wording bug not a content issue. The design behind the dungeon tracks was that players would need to run the track multiple times to get the entire set of weapons and armor.

19 – weapons
18 – pieces of armor (6 light, 6 medium, and 6 heavy)

Upon completing a track you will get 3 weapons and 1 piece of armor all your choice including stat combo. Upon running the track multiple times you are able to either save tokens for legendary or use tokens to speed the process up of getting the full weapons/armor set you are working towards.

The fact the text says “set” is a mistake that we are going to update soon. Any other questions just let me know.

Locuz.2651:

You disagree because you have no clue. Do you play this game even? A rank 10 will be worse 99.99% of the cases.

You are entitled to your opinion. We know new players are likely to have lower skill because they are ignorant and don’t know how to play the game, but you’re looking at one part of the problem in isolation. Once you get past the initial ranks, using rank for matchmaking falls apart, i.e. you can have two rank 30s with vastly different skill levels.

We will improve the handling of new players, but using ranks for matchmaking everyone else is just a bad idea.

Locuz.2651:

Yet your system pushes totally new players up to the top after 3-4 lucky wins during their first 10 games.

This happens for a few reasons. 1) Player MMR will fluctuate rapidly as the system tries to figure out where they should be. 2) The number of games required to show on the leaderboards is likely too low.

The first is by design, and should not be changed. The second is something we can investigate changing, but may not be relevant if we move to a ladder system.

Gene Archer.8560:

tolunart.2095:

What you need to do is demonstrate how to determine whether there is a problem and JS can plug in the numbers and see if there is some merit to your claims.

I already did this. It was ignored outright. And I don’t mean JS said “I put in the numbers, there’s no problem”

I mean he never even responded.

I honestly don’t know to what you’re referring, maybe I missed it?

Hi everyone,

I’ve merged multiple threads about daily achievements not being available and dungeon/fractal/WvW/World Boss chests not spawning. We’re aware a bug of the Achievement system that is the root cause of these issues. We don’t know when exactly it’ll be fixed but are working on a fix.

Thanks for your understanding!

manveruppd.7601:

Uhhh…. I’m 110% positive than on 2 different occasions today I clicked “play now” and got sent to a Courtyard map!

Not that I’m complaining, it’s fun, and if it’s a bug I’m not sure I want you to fix it :p

I was wrong, we changed it some time back so it will include any custom arena that has progression enabled.

Ya, you guys found it before I could document it. Was part of the item “name” fix and a result of the wardrobe feature. I’ll get some documentation up on the API wiki today (unless someone beats me to it).

As you can see it isn’t very interesting yet since you can only cross-reference skins that are the ‘default_skin’ of certain items. But will be more useful once we ship APIs that show personalized items, such as the /characters API.

Thanks for the report! There are bound to be problems when combining so much functionality that was previously separated. Unfortunately this slipped through

Thanks nuggant,
I’ll add my .02

The G35 headphones don’t do “discrete” surround. They take the surround signal and use Dobly ProLogic to create “surround” out of 2 speakers. Now some people like this and some don’t, that will have to be your choice, try both. When I’ve used these headphones, I’ve set the G35 to stereo and GW2 to stereo and enjoyed it with as little of modifications from logitech as possible, but that’s just me:).

We are aware of the issue and working on a fix.

Belenwyn.8674:

The cosplay sounds interesting. I am going to watch it.

I think I stand to learn something as well. A bit of a different segment than we normally do!

I will look into this as soon as I get into work tomorrow.

bhagwad.4281:

If you matchmake based on ranks, it will be more accurate and effective that what you have now.

I disagree, using ranks instead of MMR may help reduce matchup against new players but it would make matches for everyone else just as bad, if not worse.

We have plans to better ease new players into solo and team arena, which should help with this problem without ruining the game for everyone else.

bhagwad.4281:

Make it happen!

I am, I am!

Rezz.8019:

So Justin: how exactly will you show skill? Will you use ladder rank or something?

That depends on what the community wants, and ladders do seem to fit.

Steve Whitley.8359:

if matchmaking is/was based on rank, then how is that even relevant? from what i’ve seen before the patch / post patch matchups are not based on rank, but rather just whomever is queued…

Matchmaking has never used rank. We use the Glicko2 MMR algorithm. While we will always be limited to whoever is in the queue at any given time, we do not just throw players together at random.

Weapon rarity has no affect on stats in structured PvP.

Bug Fixes

• Fixed a crash on entering certain fractals.
• Fixed an issue that prevented karma boosts from working.
• Fixed an issue that caused incomplete or empty item names to be returned from the public API.
• Completing the Ruined City of Arah story mode now properly unlocks the Ruined City of Arah Dungeon Track.
• Returned the Quaggan, Sanctified, and Toxic Offshoot Finishers to the Upgrades category of the Gem Store.
• Fixed time-based guild issues.
• Fixed an issue that prevented some players from progressing in their personal story.
• Trait Unlocking:
  • Line 2—Trait XIII: This trait is now also awarded from successfully completing the defend event at the Temple of Grenth as well as the capture event.
  • Line 3—Trait XII: This trait is now also awarded from successfully completing the defend event at the Temple of Melandru as well as the capture event.
• Armor skins that can be applied to any weight class will now properly show as locked or unlocked in the inventory tooltip.

Also, you guys should take this poll about the EU Tournament of Legends.

https://www.surveymonkey.com/s/GW2EUTOL

This week on Ready Up, Game Designer Hugh “Nightmare” Norfolk will be joining Joshua “Grouch” Davis to talk about updates to the Tournament of Legends and provide commentary on the current WvW season. But first, Josh will be joined by Anne He, a local Seattle cosplayer with SeattleCosplay.com, for a special segment on cosplaying and Guild Wars 2!

When & Where:
Friday, April 18th, at 12pm PDT (UTC -7)
Guild Wars 2 official Twitch channel