Guild Wars 2

We encourage you to continue to submit support tickets and post questions in this forum about The Black Lion Trading Company, Gem Store, and GW2 Trading Post. This FAQ is offered with the hopes that it will help you resolve some issues right away and without additional help.

BLACK LION TRADING COMPANY / GEM STORE / TRADING POST FAQ

The “Buy Gems” process doesn’t work for me through the Gem Store (Wiki link: http://wiki.guildwars2.com/wiki/Gem_Store.

First double-check your gem balance in game to see if the gems have been added. If not there could be a few reasons for this:

1. The Gem Store may be in maintenance mode. The “Buy Gems” and “Redeem Code” buttons will be inactive but this is a normal part of the maintenance process and will clear up soon.
   Suggestion: Check Twitter — https://twitter.com/guildwars2 -- for news about the maintenance period. (You do not need to have a Twitter account to read our feed.) Please wait a few hours and try again.
2. Your CC provider may not have processed the purchase on their end.
   Suggestion: Check your CC records to see if a purchase was finalized. Note: CC’s occasionally put a proposed transaction into a “holding pattern” so look for only the fully-processed purchases.
3. For all other problems purchasing gems, please contact Support to investigate further.

I spent gems at the Black Lion Trading Company and I didn’t get my item. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post#List_of_Black_Lion_Trading_Post)

We suggest you try the following:

1. Are you certain you completed the transaction?
   Suggestion: Check your gems balance or view your gem purchase history on the right-hand side of the home page of the Gem Store. The purchase may not have processed at all, in which case you can initiate the purchase again.
2. Gem purchased items are delivered through in-game mail. Do you have too many mails in your mailbox?
   Suggestion: Try clearing some items from your mailbox to see if more mail “appears.” This indicates you have mail that can’t be delivered because the mailbox is full.
3. Have you checked your characters to see if you retrieved the item with a specific character?
   Suggestion: Check the inventory of each character and not the general inventory, alone.
4. For all other problems, please contact Support to investigate further.

I made a trade through the Trading Post and I didn’t get my item(s).

First and foremost, you will find a lot of valuable information, tips, and suggestions in the Trading Post section of the official Guild Wars 2 Wiki. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post). Beyond that, here are a few pointers:

1. Did you create a buy order instead of making an instant purchase?
   Suggestion: Go to the TP and see if you have any active buy orders on the “My Transactions” page. Cancel the buy order and make an instant trade instead, keeping in mind that you must offer the appropriate price to complete a purchase.
2. Are you conducting a large number of transactions?
   Suggestion: You may need to retrieve some of your purchases.
3. Did you check your account bank?
   Suggestion: If the TP is unable to deliver currency to a specific character it will deliver it to your account bank, so check that, too.
4. Are you considering TP fees?
   Suggestion: Please note that there is non-refundable posting fee of 5% for each item you offer to sell and a sales fee of 10% that is removed from profits before the seller is paid for his/her item.

How to get help:

For help with all of these situations, we recommend you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please include any relevant information, such as your operating system, your PC specs, and firewall info. Support will be able to look into your purchase attempt and help resolve the issue you have experienced.

Before you submit your ticket, you might try clearing your cache by using the following steps:

1. Close Guild Wars 2.
2. Click the Windows start button.
3. Search for temp
4. Find any gw2cache folders and delete them.

For tips on what information to provide in a ticket—mostly intended to ensure that you own the account (for security reasons)—please read this post and provide as much as possible to expedite the ticket.

We’d like to try to keep all questions and concerns about the Black Lion Trading Company, Gem Store, and Trading Post in the same place. To that end, I’ve written up a large FAQ about these features with contributions from Curtis Johnson (our “guru” about all things to do with this subject) and Jason Smalling (QA team member). I will lock the thread, post the FAQ below, and encourage you to post your questions and concerns in the Black Lion Trading Company Forum.

BLACK LION TRADING COMPANY / GEM STORE / TRADING POST FAQ

The “Buy Gems” process doesn’t work for me through the Gem Store (Wiki link: http://wiki.guildwars2.com/wiki/Gem_Store.

First double-check your gem balance in game to see if the gems have been added. If not there could be a few reasons for this:

1. The Gem Store may be in maintenance mode. The “Buy Gems” and “Redeem Code” buttons will be inactive but this is a normal part of the maintenance process and will clear up soon.
   Suggestion: Check Twitter — https://twitter.com/guildwars2 -- for news about the maintenance period. (You do not need to have a Twitter account to read our feed.) Please wait a few hours and try again.
2. Your CC provider may not have processed the purchase on their end.
   Suggestion: Check your CC records to see if a purchase was finalized. Note: CC’s occasionally put a proposed transaction into a “holding pattern” so look for only the fully-processed purchases.
3. For all other problems purchasing gems, please contact Support to investigate further.

I spent gems at the Black Lion Trading Company and I didn’t get my item. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post#List_of_Black_Lion_Trading_Post)

We suggest you try the following:

1. Are you certain you completed the transaction?
   Suggestion: Check your gems balance or view your gem purchase history on the right-hand side of the home page of the Gem Store. The purchase may not have processed at all, in which case you can initiate the purchase again.
2. Gem purchased items are delivered through in-game mail. Do you have too many mails in your mailbox?
   Suggestion: Try clearing some items from your mailbox to see if more mail “appears.” This indicates you have mail that can’t be delivered because the mailbox is full.
3. Have you checked your characters to see if you retrieved the item with a specific character?
   Suggestion: Check the inventory of each character and not the general inventory, alone.
4. For all other problems, please contact Support to investigate further.

I made a trade through the Trading Post and I didn’t get my item(s).

First and foremost, you will find a lot of valuable information, tips, and suggestions in the Trading Post section of the official Guild Wars 2 Wiki. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post). Beyond that, here are a few pointers:

1. Did you create a buy order instead of making an instant purchase?
   Suggestion: Go to the TP and see if you have any active buy orders on the “My Transactions” page. Cancel the buy order and make an instant trade instead, keeping in mind that you must offer the appropriate price to complete a purchase.
2. Are you conducting a large number of transactions?
   Suggestion: You may need to retrieve some of your purchases.
3. Did you check your account bank?
   Suggestion: If the TP is unable to deliver currency to a specific character it will deliver it to your account bank, so check that, too.
4. Are you considering TP fees?
   Suggestion: Please note that there is non-refundable posting fee of 5% for each item you offer to sell and a sales fee of 10% that is removed from profits before the seller is paid for his/her item.

How to get help:

For help with all of these situations, we recommend you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please include any relevant information, such as your operating system, your PC specs, and firewall info. Support will be able to look into your purchase attempt and help resolve the issue you have experienced.

Before you submit your ticket, you might try clearing your cache by using the following steps:

1. Close Guild Wars 2.
2. Click the Windows start button.
3. Search for temp
4. Find any gw2cache folders and delete them.

For tips on what information to provide in a ticket—mostly intended to ensure that you own the account (for security reasons)—please read this post and provide as much as possible to expedite the ticket.

If any player in the world participates in an event, then it is considered discovered.
If any player in the world acquires an item, then it is considered discovered.

How quickly an item or event is discovered depends on how well-hidden it is in the world. It’s possible that an event or item might never be discovered.

Edit: To clarify, once something is discovered on any world, it is considered discovered on all worlds.

At the moment, the events API only returns events for public maps. That means that instances, WvW, PvP and any other map types that may have events will not appear in the list.

We’re being careful with the information we release with the WvW API so that we don’t disrupt the balance of the game.

Yes, please cache the results!

The names are guaranteed to be static between game patches/builds, but it’s possible for the list to grow between patches. The Events API, like the Item API, only shows events and maps that have been discovered by players.

So the ‘perfect’ logic would be to cache the results, and only do a lookup after a patch or if you don’t have a cached result for a particular event ID. And you probably don’t really need to do it between patches, as event names will rarely if ever change after being created.

Hi,

Thanks Dramen Maidria.1034 for proposing this. I stickied this thread so that it can benefit more players and everyone should feel free to offer help with dungeon coaching.

We do not have in-system questions, but as IC suggested, we’ll ask you things to verify your ownership of the account, for security purposes.

I located the ticket and believe you will get the assistance you need very soon.

BTW, great, detailed information which surely will help the team help you. Thanks!

Please go ahead and 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 — mostly intended for security reasons to establish that you own the account — please read this post and provide as much as possible to expedite the ticket.

I’m glad this got sorted out for you. Sometimes it takes a bit of time for the mails to arrive, but they do!

What exactly is your current story objective? I just tried this, and it worked fine. You need to use the VOED to ping the artifact, once you close enough you can F – Pick Up tjhe artifact and the story will progress.

Sorry about that. We’re aware it’s a problem but it’s a bit painful to fix at this time.

We’ve added support for CORS to solve this problem. Please refer to the API Changes thread for more information. We don’t plan to add support for JSONP at this time — we consider it obsolete now that CORS exists.

The APIs have been updated to support CORS (Access-Control-Allow-Origin: *). This allows cross-domain javascript to request API information.

Note: We do not support OPTIONS requests, so you’ll need to disable any custom request headers you or your javascript library use or it won’t work.

idontlikemyname.2358:

" 130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner "

Pls recheck my ticket number again, I didnt recieve an email because i think you sent to my GW2 email that was hacked and i cant open it in yahoomail.

Pls resend the email back again to my new email i put in my ticket # inside. For me able to reply from Arenanet about some question if Im the account owner. Thank you

The problem is, you’re attempting to change a user name for an account that we cannot establish that you own. That is why we don’t just change email addresses randomly, but send questions for you to answer. Sending them to your new address makes no sense, because we have no way of knowing whether you are the person who owns the account or the person who is trying to steal it by attempting to get us to change the user name.

It’s sad, but we must be extremely cautious and even “suspicious” of such requests, to ensure that we do not enable someone to steal another account. You need to access and answer through the support website if you cannot access through the emails. Thanks for understanding.

cinemapaula.8673:

His ticket number is: #130516-001522

The person who was with him at the time of the incident would be happy to offer any information, as would ANY of his guild’s members.

As I have already responded to this at length, I simply want to point out that this ticket was just one day old when posted, and this thread is intended for those that have been awaiting a response for three days or more.

This issue was resolved, and the player reinstated, in <48 hours.

idontlikemyname.2358:

130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner

Sorry i just read at forum now Im behind updated ..But sir as i write again my original post here :

I send a support ticket last April 28 2013 that my yahoomail was hacked i cant access it. And that yahoomail is my guildwars2 log in info. Although i can still log in at guild wars2 website and client luncher but still im worry about my yahoomail i cant access it, im doing all password recovery in that yahoomail but someone change the info inside because its uncorrect security question. I cant recieve emails from Arenanet. So i want to change my Guild wars2 email. Its been 8 days now i dont recieve email from Arenanet from my email i give in my support ticket to send the reply to me.

Pls look at my ticket number is 130428-001424

SO THE QUESTION SIR IS I DIDNT RECIEVE AN EMAIL FROM ARENANET TO VERIFY THAT IM THE OWNER because as i stated in my post my guildwars 2 yahoomail was hacked. So even if u send it to that email i cant access it..Although i can normally log in at website and play GW2 but i cant access my GW2 yahoomail. SO PLS SIR CHECK MY TICKET # AGAIN BECAUSE I PUT THERE INSIDE MY NEW EMAIL WHERE I WANT YOU TO SEND TO ME THE VERIFICATION IF IM THE ACCOUNT OWNER.

I always check my new email that i give in my ticket # where i want you send your reply to me but i didnt recieve anything. Thats why because you send to wrong or my hacked gw2 email.

Please go to the Support page (click above) and log into your support account from there. You do not need to get an email — you can read the responses there. You should also update via a NEW ticket to provide the new email address. This way, if someone has access to your old email address, he/she cannot read the conversation.

To do that, as Robert posted, go here: https://en.support.guildwars2.com/app/account/questions/detail/i_id/10921025

Einlanzer.1627:

Hi Colin,

As long as there’s a mixture, I think that’s the important thing. One of the potential issues with doing too much temporary content relative to permanent content is that over time players who quit will return and see that the game hasn’t changed that much, which will dissuade them from continuing to play.

I think it’s important for the longevity of the game that there’s a steady growth of permanent, fixed content to go along with ‘living world’ content.

We agree, a proper mix of everything is what we’d like to be doing as well. =)

With respect to all those affected by the storms in the midwest this weekend, this thread is off-topic for the Guild Wars 2 forums. Please keep all discussion on these forums Guild Wars 2 related. Thank you.

Please either report hackers with the in-game report tool or by sending your screenshots directly to the Customer Support team.

Loli Ruri.8307:

Astral Projections.7320:

Nip is an racial insult for Japanese people

Proof please.
I don’t believe you.
Also no Japanese person would find that offensive, however would find it hilarious that you’d try with such a lame insult.

There is no dispute that the term “nip” is a pejorative term for Japanese people. It was widely used during WWII, and “proof” can be obtained in watching any of a dozen movies made during the period.

The second definition on Urban Dictionary – strangely excluded from your post — points to racist use and the third points to a reference to “nipple.” None of these are acceptable in the terms of a Guild Wars/Guild Wars 2 name.

I talked to the team about this and they pointed out that there are multiple ways in which an item can be acquired. For instance, using gold that you have earned in the game to acquire the item would give you a second item, but the transaction would not appear in the game logs in the same way that a straight-out acquisition of the item with purchased gems would appear.

We cannot see that this transaction occurred in the manner in which you describe. I will ask the team if there are additional reviews that they can conduct.

sonicwhip.9052:

Just thought I’d ask.

#15chars.

As we’ve said before, the releases this month include content that will remain permanently in the game (not all will, but some), as will other Living World releases in the future. Some events and content from the past will also re-appear in the future, some will return for relevant holidays/festivities, and other for special events or even permanently added to new locations.

(Edited to add more details) #More than 15 characters.

Eona Lilith.2350:

I recently recived an email from nonreply@guildwars2.com about my account being stolen? Its not written really well, like who ever wrote it was not very good at English. Im worried about my account now! Should I change my password?

I received it, too. Phishing.

The name Heimerdinger is related to another game and I would advise against it.

The names that begin N-i-p, including the display name, are not acceptable and we stand behind their censoring.

It seems to me like a better option would be to convert the wiki over to HTTPS.

We want HTTPS Everywhere!

I totally agree, we definitely need this. I wanted to get it into the first version of the API, but it didn’t quite make it. Look for a guild ID to name API in a future update.

This thread is well beyond acceptable forum content. sorenrye, this forum is not for ranting about a support issue. It is not for posting misinformation and downright untruths. It is not for offering commentary on random issues about which you know nothing. Your comments are unacceptable. And we can test in 10 seconds, but if dragging items from your character to the guild storage pane were truly broken, we would have thousands of reports. We have only yours.

Daecollo.9578:

This makes Roleplaying/Open World PvE Horrible, When will it be fixed?

We’re working on getting over-all game performance with large #‘s of players/mobs on screen running better first. Some improvements were included in the last release, a number of additional performance improvements will be included in the release next week. Once we’re up to performance that can handle the transition to include mobs in the more advanced culling system, we’ll pull the switch, hopefully not that far off but I can’t give an ETA since we’re still doing extensive testing on performance.

As a bonus, the perf fixes next week should also help any location with lots of players and very few mobs, hello WvW.

We don’t currently allow you to specify a list of events, or any other parameters at the moment.

I don’t think that it will have an impact on our servers to request the entire list, but if it becomes a problem for you to be able to parse it on your side, please let me know.

Basically it sounds like you want a bulk API for lookup.

That’s a reasonable request, though I’d ask that you try the API in its current form as bulk APIs come with a number of extra complexities.

In testing, we found that using multiple threads and HTTP pipelining we were able to download the entire database of information from the API very quickly.

The event data is updated in real-time, and there is no perceptible delay between an event state changing on the game server and it being updated in the API view.

Feel free to update as often as you’d like, though you probably don’t need to update more often than every 30 seconds or so.

It appears that you have submitted four tickets about this and that you are updating on a near-hourly basis. When you do that, agents are required to go into the multiple tickets, merge them, close the duplicates, assess the updated content (which is pretty much of zero value here), and so forth. They do this before they help you. Therefore, you need to know that you are delaying your response with the multiple tickets. Please stop that now.

I am confident that an agent will be back to you soon with further information or with a restoration update. As we’ve consistently explained, restorations do take longer than a normal ticket, due to the research involved. Please do not update, post, or create a new ticket. Allow them to work with the information they have, and if they need more, they will ask you. Thanks.

Hi,

Thanks for your suggestions.

I agree that API keys and rate limiting are important when accessing services that have limited resources.

The APIs being released today were specifically designed to handle high amounts of concurrency and utilization, and so for these APIs we feel like we don’t need to implement strong controls. That said, we’re closely monitoring usage, and if we need to we may implement stronger rate limiting.

We are working on more fine-grained rate limiting systems like you describe for future APIs; some of the ones we are considering would definitely require stronger limits.

It appears that you have submitted 3 tickets about this, and you have created multiple forum threads. Please stop immediately.

From what I am reading in the ticket notes — and they are extensive — the account was closed for fraud related to the exact purchase involved, and not an unrelated purchase. You asked for a charge-back, claiming that the purchases were made without your authorization. And now, you are asking for reinstatement of the account. It does not and cannot work that way. Chargebacks are a very expensive and time-consuming proposition for our company, and our providers require that the account be permanently closed when a chargeback is completed.

In other words, as the agents have told you, we cannot reinstate the account based on the details that we have.

lordkrall.7241:

Is the combination cost for both items and infusions or just infusions?

Ascended items and infusions both will cost a less than normal amount of laurels, and a badge cost as well. (Ascended accessories will remain laurels + ecto, but with new WvW rank reward chests you’re going to be getting a lot more Ecto!)

Ascii.9726:

Millenium Old School have just had a major update to there score reporting site that now automatically tracks all scores across all threads live and also has an interactive map that updates every 15 seconds showing who owns what.

http://mos.millenium.org/na
http://mos.millenium.org/na/matchups/map/694

The site offers live score tracking, in-game wvw mapping, score breakdowns and analysis and history match-ups.

Why cant this be done on an official scale? Put an advert or two on the page and it would be a brilliant revenue source as it would get thousands of hits.

It’s funny you should ask this today….With our new API development soft launching today (see the new forum topic at the bottom of the forums) you’ll be able to do just that! Keep your eye out, I imagine a website that works this way will be popping up in the very near future =)

Judge.1923:

I just hope the wvw infusions work on the other ascended items we already farmed for

They use infusion slots from normal ascended gear, you’re good!

Also they will cost a combination of both laurels and badges (at a discounted laurel cost) but we’re also adding more WvW achievements to the achievement categories to make it easier for WvW players to earn their laurels doing nothing but WvW.

It won’t end in a dungeon. We have however included an instance that will open up that has a single player version, and a more difficult multiplayer version.

The ending is different

Ascii.9726:

Question: Will these reward chests for ranks be given for people who already have Ranks? For example will a Rank 60 player receive 60 chests?

There will be a system for rewarding players who have already gained ranks. The way it will work is you will have a backlog of 60 chests, if you were at rank 61, and for each rank you achieve after that you will get 2 chests, instead of 1, until you’ve received all 60 of your backlog. These bonus chests should be available for every player who has gained rank prior to the build.

ColinJohanson.2394:

We’ll have a blog post going out before the release that walks you through every detail of how it works with examples. The goal is to get you more variety in match ups, while avoiding match ups against worlds way outside of your current tier so it’s not too crazy.

What Colin said. This is a complicated enough change that we can’t explain it in a little blurb like that. So hopefully the blog post will make it all clear.

Cottage Pie.6215:

you’ll never be able to buy ascended items for badges.

1) badges are kitten easy to get on high tiers, this is so you can buy lots of siege.
2) waaaay too many people are stuffed senseless with badges and are too selfish too buy lots of siege and want rewards for themselves, aka ascended items.

It’s not ever going to happen, and you can quote me on it

Just fulfilling my obligations here. Costs and more info will be out with the patch notes. Enjoy!

We’ll have a blog post going out before the release that walks you through every detail of how it works with examples. The goal is to get you more variety in match ups, while avoiding match ups against worlds way outside of your current tier so it’s not too crazy.

DiogoSilva.7089:

Hey, Jon, will this month’s patch bring balance changes? I believe some dev has mentioned that they might wait a bit longer to let the meta settle, while changes to underused builds are being worked on, and I wonder if this means we might get one month without balance changes or not.

This month will be focused on bug fixes, with balance coming in later patches!

Hey all! Just wanted to say thanks for keeping this thread so positive and constructive. The balance guys and I are watching this thread, and we’ve really enjoyed some of the ideas you guys are putting out.

So you know (history lesson incoming): There was a time in balance when Necromancers were the apex class for mulitple specs in the game. They were the best tanks (death shroud building + wells giving protection, while also wiping condies), had some of the best mobility (their old Death Shround #2 was a ground targeted teleport!) and they had insane damage/boon ripping with Axe-based bunker killing hybrid builds.

So while we do want to help the Necro to see more play in competitive builds (both in variety of roles and variety of builds), we are being very careful not to give them too much. We will be adjusting them just like all the other classes, and I just wanted to let you guys know we ARE watching threads like this.

The same can be said for Warriors in TPvP, non shortbow-based Thieves, different specs for Engi that are weak, etc. etc. We want all classes to have multiple options, so that’s what we’ll be looking for in upcoming balance changes. This will happen through number adjustments (the multipliers on specific skills), through skill “toolbox” adjustments (like we did with S/D Thief removing boons) and through trait adjustments (Warrior changes to counter condies + boons).

And as always, we don’t want to do crazy increases followed by large decreases. We are employing metered changes as opposed to a ‘whack-a-mole’ approach.

Sorry for no response until now, been out of the office a few weeks to see family.

-Chap

Any word on this? if not, what’s your 12-digit support ticket number?

Buymeplox.2014:

Thanks I left it on when I went to work. When I came back it had fixed itself :P

Glad to hear all is well.

Two questions:

1. How is asking forum members going to help with this situation?
2. Why are you not providing the 12-digit support ticket number?

We want to help, but this post isn’t enabling that to happen.

While we cannot return the gold, we DO definitely want to deal with this sort of scammer. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Provide as many details as possible.

Thank you for helping us “take out the garbage.”