Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page or by sending a ticket directly to Support@GuildWars2.com. They will be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.
I talked with our internal team that works on the Gem Store about recent posts. The issue that was present when this thread started is fixed. If you’re having an issue now, you will need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. The team will be able to kitten the issue that is preventing you from making a purchase.
For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.
I am sorry you’re having issues and I am sure that the team can help you. Please submit at ticket with a category such as “purchases” or “billing” and I feel certain an agent will be able to address this for you quite promptly.
Thanks! I will do it.
Edit: i can’t find the Categories that you told me. I will post it in " technical issues"
It’s not a technical issue and if you chose that, you’ll get this long response that asks you to pull reports that are not necessary for your issues.
I just purchased and started playing guild wars 2 2.5 weeks ago. Before that, I never received an email from “ArenaNet”. I haven’t signed up for any sites, haven’t done any web searches for guides with the exception of accessing the wiki (through your link in the loader) and via Youtube. From day 1 of activating my account, I have received the “it has come to our attention that you are trying to sell your account” phishing scam email from the same Chinese IP 62.150.38.163. I believe your website has been compromised, or at the very least your outgoing mail server has an address sniffer on it. Please do something to fix this.
You are not required to have a Support Account to get help. Simply write Support@GuildWars2.com if you’d prefer to use that route.
Yes, you may use the e-mail address that is associated with your game account for your support account. Tens of thousands of people do that. What you cannot do is use the same e-mail address for two GW2 game accounts.
If you have a Guild Wars account, and link it to a Guild Wars 2 account, the accounts will have the same log-in (account) name. That can also be the support account’s log-in name.
Support within 12-24 hours is the norm. Sometimes folks get help in minutes. Sometimes it takes a bit longer. At no time should you assume that 3 days is the norm. 3 days is outside the norm, which is why I encourage folks who have waited that long to use the official thread above to ask for a follow-up.
If you search “Live Help” and “Guild Wars 2” it still brings up a page indicating the service is still in use (just offline due to it not being business hours).
You’re right, and that’s wrong. I am going to work with the team to get that excised, as it hasn’t been relevant in, oh, about a year.
Guys, instead of posting a million comments, could you kindly simply link to one or both of our official threads on this topic? The mail thread says it all, provides helpful samples against which any player can compare his/her incoming email, and helps keep the conversation about this focused:
Sadly, some emails we send are blocked by certain email providers. Check “Spam” and check “Junk” and even check the trash bin to see if the email was automatically deleted. And of course contact Support any time for help!
They don’t want you to use old passwords because many of them were compromised by people using them in unsafe sites. Since they don’t exactly which ones are unsafe they banned them all.
What AP said is true. But I’m not discounting the frustration, as I’m facing it with an email provider that keeps disabling my current password, requiring me to dream up 2,1064 different passwords, none of which I can remember.
I think I figured out why some player are getting lots of spam (and phishing) from the email address noreply@guildwars.com (and not from guildwars2.com).
The spf of the domain ‘guildwars.com’ is invalid:
“v=spf1” “include:mailgun.org” “?all”
should be
“v=spf1 include:mailgun.org ~all”
(like guildwars2.com)
Cheers
PS: Please notify me upon fixing.
That’s interesting. I’m not sure if we can make the changes suggested, but I’ve passed it along to the team responsible for sending out our emails. Thanks!
Well someone has fixed it already.
guildwars2.com. 428 IN TXT “v=spf1 include:mailgun.org ~all”
Yep, thanks to Uman’s report, we got on that right away. This is an example of how great it is to have forums and to have such helpful players! ~major props~
You’d want to submit a ticket to the Support Team to get this examined. An in-game report won’t help at all, in this situation, and a forum post isn’t effective, either.
Click “Support” above and then “Ask a question” to submit a ticket.
A report is just a report. It doesn’t mean an instant-suspension or an immediate name censoring. Only reported names that are verified to be in violation of our Naming Policy are then censored. Only account holders who have been cited for an offensive name in the past are given a suspension.
You may contact Support, but the chances are the name will remain censored and you will be required to change it. Although mistakes do happen, the percentage of mistakes is very low, well below 1% of censored names. Far higher are the percentage of people who claim “not to know the name was offensive” or to try to justify its use because they used it in other games, have been using it since Dwayna invented dirt, or because they feel they’re entitled to use it due to the fact that Guild Wars 2 has a filter, even if the filter doesn’t block names in the game. I am not saying that you fall into any of these categories, but they certainly should be kept in mind with any name-censor appeal.
I am sorry you’re having issues and I am sure that the team can help you. Please submit at ticket with a category such as “purchases” or “billing” and I feel certain an agent will be able to address this for you quite promptly.
Michael — I want to thank you for pointing out those very old threads that refer to “Live Help.” That system hasn’t been available in a very long time, for we found that the wait times and the slowness of issue resolution made the entire concept less than effective. (In fact, I noticed your comments about the very same thing, so I imagine you’ve had negative experiences with other companies and their telephone or chat help.)
Submitting a ticket really is faster and the outcomes are more accurate. I’ve edited the post in which there was mention of “Live Help” so that there is no confusion about the matter.
I am not sure what you’re trying to do:
If you are upgrading, you simply add the serial code to your existing account and you should be good to go.
If you are attempting to make a completely new account, register it from the outset with a different e-mail address than the one used on your first account.
If you are attempting to link a Guild Wars and Guild Wars 2 account, you can do that from the registration interface.
If you are attempting to link two Guild Wars 2 accounts, that’s not possible.
I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.
For tips on what information to provide in a ticket, please read this post.
If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.
If you’ve tried all the steps on the basic troubleshooting stick can you take a screen shot of the in-game graphic settings you’re using and attach it to the thread? Because of the way the Mac Beta client is run, unfortunately you won’t get the kind of performance out of your system as you would expect, however you should definitely be getting better than 5FPS so some adjustments may be in order.
I think I figured out why some player are getting lots of spam (and phishing) from the email address noreply@guildwars.com (and not from guildwars2.com).
The spf of the domain ‘guildwars.com’ is invalid:
“v=spf1” “include:mailgun.org” “?all”
should be
“v=spf1 include:mailgun.org ~all”
(like guildwars2.com)
Cheers
PS: Please notify me upon fixing.
That’s interesting. I’m not sure if we can make the changes suggested, but I’ve passed it along to the team responsible for sending out our emails. Thanks!
Hi I want to purchase gem, but at the part where I have to enter my information it keeps telling me to check my credit card number in red text which is clearly correct. So how do I enter my card number ? ( I did it like this: xxxx xxxx xxxx xxxx and xxxxxxxxxxxxxxx and xxxx-xxxx-xxxx-xxxx but nothing work )
I am sorry that you’re having difficulties. This thread has been flagged for the team, and I’m sure that someone will address the game-side issues. In the meantime, if anyone viewing this thread has suggestions for work-around in a situation like Dragonax’s, please feel free to post them here.
If you account was hacked, the team would have been able to offer a full account restorations. The fact that they did not makes it clear to me that your account was not compromised. Perhaps you shared it. Perhaps you did not secure it and you got caught in an “Evil Little Brother™” situation. Perhaps someone saw your password on a piece of paper and accessed when you were out of the house. But none of those situations reflect truly hacked accounts, and they are handled differently than a situation where we can see in the logs that someone who plays in France was suddenly accessed from China.
You didn’t put your ticket number in this post, but I feel certain that if I had it I would find notes that indicate the account was not accessed by an unknown person in a different location. And in that case, the team made exactly the correct response in not offering services in a situation where it is impossible for them to verify what happened, and incredibly easy for someone to file a false claim of “hacking” to try to benefit from an account restoration.
Thanks Gaile, customer service refunded my gems after all, so it’s all good. I knew it was just a misunderstanding.
I’m quite happy to keep buying gems to support the game, as I have from day one.
Thanks a lot for letting me know that all is well. I’m glad it was resolved in your favor and thanks again for your patience in this situation, and your support in general!
The team did a thorough investigation and discovered where this error took place. And yes, it was an error for which they are sincerely sorry. There were two errors: blocking a name and suspending the account on a “first strike” basis. The agent who mistakenly blocked the account has been coached and will be much more careful in the future.
The account was reinstated last night (just shortly after my post) and you’ll find everything in order now. Again, we are sorry for the error.
Having had my original GW1 account hijacked, And I felt I had a pretty strong passsword on it. I highly encouage everyone to use any and every available safe guard anet has allowed us to have. Yes some of it can be annoying. But a few seconds is worth more than losing your game even if its for a week or two.
Quoted for truth!
We all care far too much about our accounts, our characters, and our history to risk it. Use any security feature you can, and keep those nasty phishers and account thieves crying in the dark!
I submitted a ticket about 7 days ago to have my email changed. I listed all the information needed for the email change. Please respond soon.
P.S You guys really need to add the option to change email addresses in the account page. The system you have in place is beyond fail.
If a feature isn’t added, consider that there may be security reasons that prevent what looks to the average person as a “simple option.” Attempts to change the log-in name on an account are a significant flag for us, as it is often an indicator of a hacked account. Please consider the sensitivity of the process and allow the team to handle each request, properly and conservatively.
You have not provided your ticket number here. That is essential for a follow-up.
I’m using a pre-paid Vanilla Mastercard, however, I have bought gems using one before, no matter what amount of gems I try to buy, I continue to have this issue.
The message I am receiving states that the “Payment Approval Failed.”
Has anyone else been having this issue, or does anyone have any advice for me?
Darn it! Ok, I’m going to see if I can merge two posts about these cards into the main thread going on, but please help us help you — and others! — by making sure you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. And thanks for your support of our game!)
Update: Merging has been completed, but don’t think this is a “dumping ground” of posts about Gem Store issues. Our Gem Store team is watching this thread, so I try to keep things tidy for them, and I will send an email about these new or continuing issues.
Thanks for your patience and again — we greatly appreciate your support of our game through your Gem Store purchases! (And we want to make it smooth and easy for you to do that! )
I recently got a Visa vanilla card with 80 dollars on it. I tried to purchase 20 dollars worth of gems, but it didn’t work. I have used a vanilla card before and it worked then (which was about a week ago), but now it is failing. I also know it is not a problem with the card as I am able to purchase using it elsewhere. I have filled in all the fields including the Visa symbol, and have tried everything. I still keep getting a payment failed message. I have been seeing people with a similar problem with Vanilla cards and hope Anet can fix this as soon as possible. If anyone knows any fixes, it would be greatly appreciated. Thanks.
In answer to both your posts on this issue, have you contacted Customer Support? If not, you can and they will assist you. Top of page – Services – Support – Ask a Question. Good luck. =)
Yep, contacting our Support Team — specifically choosing “billing” or “payments” on the drop-down — will get you the help you need. I’m really sorry that you’re having this difficulty, and I want to thank you for your efforts to provide that extra level of support for our game!
I have this very same problem, i bought a total makeover kit yesterday and so far i haven’t received it.
Have you made sure you are not over the game mail limit of 10/10? If your mail is full you won’t get it until you delete some old mail.
Oh bugger!, thanks mate you were right.
Don’t worry, I think literally everyone has done that. My husband sent me something just last week and I was complaining that it never arrived. Sure enough, my mail was full! And I tell people to check all the time!
bluestocking is right. Personally, I want the devs to add an in-game voice message — “PSSST! Check your mail and clear out your box” — in a spooooky voice when you open the game.
And that, ladies and gentlemen, is why I’m not a game designer. I have some really, really silly ideas!
First, it’s true that Salis Nigra is the Latin name for the Black Willow. It should not be blocked. But I’m curious about this. Your account is suspended? Then can I assume this is not your first incident of choosing an offensive name? What was/were your offensive name(s) last time, and to what did you choose to rename that character or characters?
I have never been suspended before, you can check, my account was suspended for 72 hours. I have never had a warning, these have been my names since I installed my game. I did not know why, no one has responded to any of my tickets, or was I sent a message request to change my name.
Tickets? You’ve submitted more than one? Give me the numbers, please.
Is there such a thing as customer service in this game? I have submitted 2 tickets and have yet to be helped. I no longer have access to my old email. I submitted a ticket with a change for a new email and provided the new email address. Some help would be appreciated.
You will always get a response from Support. If you do not see it, check Spam and Junk, as some email providers mark our tickets as “spam” and the user never sees that we have, indeed, responded.
As previously posted by a forum member, we have a means to follow up after three days. I do not see that you have posted in that thread, but that is what you should do, because individual posts of this nature are less efficient and, in most cases, unnecessary (when the player looks for the mail and sees that he was responded to).
Close one of your tickets. You’re slowing our ability to help you with duplicates.
If you still need help, post the 12-digit ticket number from the oldest ticket in the Tickets for Review thread above.
The account was locked down for a few minutes during an investigation into the situation, but it appears that you have changed the password, and that the account is secure. Given the amount of information that the phisher obtained from you, you may wish to ask the team about changing your account name (log-in name, e-mail address used to log in to the game) as well. The team is aware of this issue; I spoke with a team lead this evening.
First, it’s true that Salis Nigra is the Latin name for the Black Willow. It should not be blocked. But I’m curious about this. Your account is suspended? Then can I assume this is not your first incident of choosing an offensive name? What was/were your offensive name(s) last time, and to what did you choose to rename that character or characters?
I’d have to have a lot more information to really do justice to this request for info. For instance, I can’t compare two cases unless I know who was involved in both issues. I have your display name, so I could look into your side of the matter, but comparing it to an anonymous person — verifying what happened, up to and including the claim that gems were refunded for an identical situation? — requires more info. Please update your ticket to provide the name of player, approximate date of incident, amount of gems allegedly refunded (and I don’t say “allegedly” to be rude, but because I just don’t know the facts yet). Please ask the CS Team to let me know that you have updated the ticket and that they should ping me when you have done so, at my request.
I tried searching for cases like this where Gaile answered. The few that I found, the answer was to contact support. So, she can give it a try.
There are still the holographic dragon wings available for sale on the trading post. Those are currently under 7 gold.
Thank you for doing that research, AP, so you could give a solid answer.
Garambola — the item is available at a relatively low cost. I do not believe that the team would be able to replace the item, nor do I necessarily believe that the item is of such a level of rarity that it merits even making the request. I say that not unkindly, but I’ve deleted items that I valued myself, and unless it was a major, major item — and something I could never replace — I would never dream of asking for customer support on the matter. I’d bite the bullet and repurchase the item, knowing that there are millions of players and it’s most considerate to allow CS to focus on major issues and not the loss of a replaceable item.
Just my opinion of course. Your daughter can submit a ticket, but I’d like you both to consider the big picture in issuing such a request.
