Guild Wars 2

Hello everyone.

Anakita, we are glad you found a way through. As you have succeeded with this issue, we proceed to close the thread. Thanks for your suggestion, histerico!

Hello there.

Lord Blizzards, we are glad to read it. Thanks for letting us know.

Hello there.

We will keep you updated about this question when the time comes. In the meantime, please keep on checking the following thread with updates about the different servers.

Thanks for your patience and understanding.

Thanks to all of your for your answers. Since the question has been satisfactorily answered, we proceed to close the thread.

Thanks, Shikigami, for your answer.

As the problem has been solved, we proceed to close the thread.

You have two weeks to claim the final reward.

Stuck how? The game freezes when you try to interact with it? The story objective remains active?

It vanishes when you pick it up, but it counts for the rest of the story step. It’s a “virtual item”. We had too many issues with players losing the bundle.

Any rewards tied to a specific day will be attainable when those days are available for replay at the end.

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.

Parvati.5780:

Gaile Gray.6028:

Update: This whole situation was a glitch in our system, and there was no account intrusion whatsoever. No one has accessed your account from that IP address.

That’s good to know. Will this entry get removed from our authorized network list then?

Yes. We are removing that IP, clearing up the list, and you can be assured there is no way that anyone will access your account.

Update: This whole situation was a glitch in our system, and there was no account intrusion whatsoever. No one has accessed your account from that IP address.

Traldera.5120:

Although I understand the reason behind it, I suggest you slightly revise this once per account policy. GW2 is no doubt designed to be a long term product, with paid for expansions extending the lifetime of an account for many years. Whilst getting hacked twice in a relatively short period of time is unlikely, if is possible that it may happen more than once over long periods of time, particularly if there is a spike in player activity. Such an occurrence would make the accounts very attractive to hackers, much like they were at launch.
For this reason I seriously urge you to consider changing the policy to a once per term policy, such as once per year or 18 months. If not horror stories could emerge down the line and damage the public view of ArenaNet.

We will not revise the overall general policy, and certainly not at this time: the first day of the service.

We will review each case individually and make the best decision possible in that case.

Nebilim.5127:

I believe the one in a lifetime rollback was put to prevent some stuff

Let’s say a guy that hacked/stolen/exploited hundreds of gold/another person’s account. He will send that gold to someone, then he will contact support and claim to be hacked. Effectively doubling his income. Anet said that sometimes hackers have enough proof to offer that they are the original account owner.

I’m seeing gold sellers offering 5000 gold, i can’t imagine how bad this would be to the economy if anet made rollbacks to everyone like candy.

Thank you for understanding. There are several other reasons, but that one is definitely a concern.

As I mentioned, we will review and discuss exceptional situations with each player as they arise. It is, after all, our goal to help as many players as possible while maintaining solid business practices and looking at the overall good of the game, as well.

Boomstin.3460:

Lonami.2987:

This is great; but wait, only one restoration per account? :S

This part seems a bit unreasonable , might be something you would should reconsider. Because lightning does hit in the same place twice. Unlikely but possible.

edit. Apart from that issue everthing else sounds great.

Quam.7218:

I’m really glad that You made something like this – good job! But kitten why only once per lifetime ?

gotdamned.5318:

Will there be exceptions?

What if someone got hacked, changes everything and nothing happens.
Until 3 years later, then he get hacked again, would there be a restoration?

Also, if someone got hacked the first time and changes everything, but get “hacked” a second time (e.g. ‘friend’ watches him while typing the password or even uses the open game as an opportunity)

I can understand that there has to be a limit, but wouldn’t a 1-time-a-year-and-at-maximum-3-times be better?

Every situation is reviewed on a case-by-case basis. We will address such “edge case” issues individually, and make the best determination possible in each of them.

The current plan is for this test to run through the end of the current matchup. At that time we’ll go back to the previous culling setup. Please note that this is a trial of an interim change to culling. We are at work on a more comprehensive solution and that effort has not been impacted by this test. The point of the test was to determine if the community would prefer the new method while waiting for the more comprehensive fix. More details about the change can be found in the “New Culling Trial” thread which will remain stickied for the duration of the test.

Swystix.7459:

Where would I look for a response to my ticket, in game mail, email or my support account?

Email and/or your support account. The support account is the best source — it’s a little more complete than email.

That is most peculiar, and we definitely want to get him settled!

Because he ultimately will own the account, I suggest that he contact Support by filing a ticket through the “Ask a Question” tab on that linked page. For tips on what information to provide in a ticket, please read this post.

However, because you purchased the account, there may be some concern about the validity of that purchase, why don’t you get me that 12-digit incident/ticket number so I can flag this with support? I am not at all sure why the error message would reference behavior, so that’s another bit of mystery here.

We are looking into this, and thanks for the report!

Thanks for catching that. It’s fixed now.

Thank you for your patience, everyone! There were a couple blocked events that needed to trigger the Shadow Behemoth; fortunately, we now have potential fixes for these issues in the works: he should be back soon!

We’ve got a potential fix in the works on this issue. I don’t know exactly when this fix will go Live, but it should be soon™. Thank you for your patience, everyone!

Hello,

As Raenen stated, if you witness behaviors that could be assimilated to hack, please use our in game report tool or send a request to our customer support with all necessary details.

Thank you for your help!

Thanks for the reports everybody. An update to the swear filter has been implemented, which should address these issues. Also, sorry Rising Dusk, but I used your post to test the fix to a recently implemented bug. No content was changed, even though the post says it was edited. I only forced it to pass through the filter again.

Again, thanks for reporting, and please continue to report any bugs with filtering you encounter.

Now that the answer has been given by TabMorte, I will close this thread.

Thank you.

Lonami.2987:

This is great; but wait, only one restoration per account? :S

Yes. Our goal is to help innocent victims of account hacks, but to also move conservatively in the process. We offer advice in tickets and in our Knowledge Base and Blog articles about account security, so it’s unlikely that someone will fall victim to a hacking incident more than once.

Rising Dusk.2408:

Congratulations! This is an exciting step forward for players who suffer incidents like this.

Thanks! We are extremely pleased to introduce this tool, which will enable us to help even more players. I’d call this a Red Letter Day for our team!

Please read this post for information about account restorations. Then be sure to read the details FAQ so you know the requirements to qualify for the service.

We’re pleased to tell you that we are launching our Account Restoration Tool (ART) today. With that tool, we will be able to restore qualifying accounts that were compromised on or after December 1, 2012.

Read more about the service in our Account Restoration FAQ.

Spanish Account Restoration FAQ
French Account Restoration FAQ
German Account Restoration FAQ

The event starts at 10 AM PST, but continues for the entire day. Furthermore, each of the events is is accessible again once the airship reaches Lion’s Arch.

We updated the game for routine maintenance. There was no content included in that update.

The fraud prevention system can be difficult, and I’m sorry you and your brother are having this issue. I just really believe we can make this purchase go through, so please 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.

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.

We’re sorry about the confusion, all. The items will be available when the Wintersday game update is live. We’re having our team correct the web page text so it’s clearer.

Hi,

Please post in this thread if you experience lags while playing.

Thank you.

GatesOfLife.6137:

Hi, i just bought my GW2 yesterday 09 Dec 2012. But i haven’t received any free in-game items at all? Is the promotion over?

Did you purchase from buy.guildwars2.com? If so, have you checked your in-game mail? The in-game items are sent via the mail system (use the little envelope Icon in the upper left of your interface). If the answer to both is “yes,” and you still do not have your items, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. If you purchase from another source, the promotion is exclusive to the buy website.

https://forum-en.gw2archive.eu/forum/game/story/Battle-of-Claw-Island-bugged/973056

It’s a timing issue, there are some occasional cases where players will load at slightly different times, and it can throw off the story script. In this case, for example, it kicks off a cutscene when the story owner enters the map, but they might enter BEFORE other players have finished loading, so they won’t see it. I can fix this up, but right now I don’t have an ETA for when it will hit live—we’re past the deadling for the Wintersday content update, so it probably won’t be before the end of the year.

Any crash logs are sent off to the server/programming team, so hopefully it’s something they can address soon. I’ve run through this story step multiple times myself in the past couple of days with no crashes/disconnects, so there doesn’t appear to be anything I can do on the content end, sorry!

I understand your concerns, and I agree that our communications on the delicate issue of “fraud” as opposed to true fraud need improvement. There are many levels at which at transaction can be stopped, but I feel that when we are the ones stopping the completion of a transaction — as opposed to a CC company, a bank, etc. — we should use different messaging to communicate with our players.

I will share your thoughts with the team.

You should 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.

Twosteps.5374:

…and then saw the free Digital Deluxe upgrade (which I assume is only valid for games bought directly from the website)…

So I guess I’m SOL and don’t get the free upgrade? : )

If the box is sealed, the store may accept its return, but I’m not familiar with return policies for various retailers.

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.

Gretl.3156:

Guys quick question about posting a ticket.
I’ve been sending an in-game ‘report a bug’ ticket named ‘Missing Karka Chest’. Will that do the thing or I should have used the other support link to get my account reviewed? The ticket has been sent on sunday night so I hope it was the right way to report my problem.

This is not a bug, and using the in-game system will not function properly. You can 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.

Burch.5732:

Anet wrongly terminated my account for 6 days and I did not get to play the event; I did not do anything wrong and after review I receive my account back . No chest for me – this is what the e-mail for Anet said:
“Hello,

Thank you for taking the time to contact the Guild Wars Support Team. We’re very sorry for any inconvenience caused by being unable to log into the game during the Lost Shores event. Unfortunately, we will be unable to offer you compensation for the time missed and unable to distribute the chest rewards to you. This was only something offered for players who experienced the disconnection issue while in the process of doing the event. As your account was not a part of the event, we will not be distributing the Lost Shores rewards to you.

If you have any other questions or concerns, please be sure to let us know!

Regards,

(deleted name) – Guild Wars Support Team

I truly believe I should receive a chest since I would have been playing all 3 days had Anet not made the error calling me a bot or what ever.

What say you Gail?

Should I file another ticket?

I’d like to review the ticket. Can you provide the 12-digit Incident or Ticket number? Thank you.

Michael.4791:

The account is your’s and it is your’s to decide about how it it used.

The account is bound by a User Agreement that each of us accepts before playing. Saying you can do anything you desire with you account is far, far from true. You cannot bot. You cannot sell gold. You cannot harass other players. You cannot resell the account. And, yes, you cannot share accounts (except in extremely limited circumstances outlined in the UA.)

I know what you’re saying, Michael, but really, all accounts are bound by the User Agreement, not to mention the Rules of Conduct, the Content Terms of Use, the Naming Policy…

You can complete the story version of the dungeon before it’s your active story step, which doesn’t just finish your story. I’m not entirely sure how it works in co-op, but AFAIK you don’t get the reward until you get the “end of story step” splash screen, which might not trigger until you finish the celebration.

A few players noted a new authorized network — somewhere in the range of 66.162.136.255 — on their authorized network list.

Don’t worry. Please read below for more information.

Thank you for your feedback everyone. Currently our plan is to continue this test for the remainder of this week’s matchup and then roll back to the original method for the next matchup.

If/When you experience issues with invisible players, etc. please let us know and include a screenshot (which includes your minimap), your basic system specs (processor, RAM, video card), and which server you are on. This info well help us to narrow down exactly which issues you are experiencing.

At the end of the week we’ll move back to the old system. At that time we’ll ask you to again give your feedback once you’ve played with the old system for a bit. That way we can get a better understanding of the impact of this trial.

Thanks again for your feedback on this issue and please rest assured that we’re hard at work on a more comprehensive solution for WvW.

Meinke misunderstood your request. This is a bug with the swear filtering. There is a thread which has been used to report these, but it has fallen to page 2, so it is understandable that it went unnoticed. Please report bugs and false positives in the swear filtering in that thread. Thanks

https://forum-en.gw2archive.eu/forum/support/forum/Bug-with-Swear-Word-filter