Guild Wars 2

Jaggedrain.6923:

Gaile Gray.6028:

Guys,

We are looking into this matter. We initially believed that anyone who earned a chest surely would receive one, and that is why the email refers to clearing the mailbox. We believed yesterday that the list was complete and all earned chests were distributed. However, we have noted continued questions about the matter and we are not discounting that there may be an issue. The team will get to the bottom of it and I’ll update you when we know more.

P.S. The “copy paste” complaints are sorta silly. When we have a distribution of thousands, if not tens of thousands of items, it makes sense to develop solid messaging to send those whose who contact us, no? While you might feel that each answer should be individually hand-crafted for you, I make no apologies for a well-written, clear, and concise “form letter” when it serves the purpose. Better than than having a dozen messages written just enough differently that players wonder “Does that mean what that other thing said, or is it somewhat different? Is that guy going to get something I don’t get?” So please forgive the “form letter” but please try to understand the absolute value of sending that form of response in specific cases. That’s value for us, for you, for greater justi… I mean for greater clarity!

Thanks for the clarification, Gaile.

Hopefully this will all be sorted out quickly, and I will not have to keep running back to my pc every five minutes to see what is going on.

P.S. Your point regarding the copy-paste answers is well-made and true. I apologize for kittening about it here and elsewhere, as I had not considered the sheer volume of support requests (or screaming hysterics, depending on your point of view) that are sure to be cluttering Support’s inboxes.

Wow, another positive post, and I’m frankly really surprised. People hate “form letters,” and I do, too. But being on the other side, I know how important it is for us to get you information that you need, and I’d rather “form letter it” than have you get confusing info, or have a response miss some of the details you need, etc. Our agents are great at responding, and I trust they’d get it right, but for large-scale issues, honestly, a “form letter” is better for everyone, because it gives you as much information as possible as clearly as possible. (Well, “clearly” if I’m doing a good job writing it up. )

Rising Dusk.2408:

Yeah! Gaile is the support mastermind, she just interfaces with the public while the developers scurry in the background to figure out what’s going on. They’re definitely involved, guys, don’t worry about that fact. I didn’t get my chest, and while I think I deserve one considering the criteria Gaile has described, I’m not all that worried. I’m sure it’ll get sorted out, and if not, there will hopefully be more super-awesome-epic chests in the future for me to try my hand at earning.

I appreciate the ANet teams’ effort in trying to reward people who suffered disconnects and the like during this event. I think that’s just swell and really commendable; most companies would say it was your fault and to deal with it. This sort of dedication to fairness is part of what separates ANet from the crowd.

Oh man. This is a day-brightener, and thank you for posting this.

I know people are upset. And I understand why, I really do.

We’ll get it sorted!

Kurama.1257:

I feel the same way, most we can do is hope we atleast get something and if not keep complaining. I just can’t believe people who hadn’t logged on for days are getting them, that’s a real kick in the face.

I can’t believe that, either, Kurama — in fact I do not believe it. Talking to the people involved in the creation of the script, I just don’t see how an account that wasn’t even logged in — at all! — could get a chest. I would like to hear from someone who was in that situation, who flat out states, “I did not log into the game during the entire event, and yet I got a chest.”

• We have plenty of reports of people who got a chest who earned it.
• We know of players who did not receive the chest, and we’re working on that.
• We have a few reports of people who got a second chest. (No, to answer the question, do not expect a second chest if you got one — those who got a second got it in error, but we’re not going to take it away, nor are we giving out “second helpings” to everyone. )
• I don’t know of anyone who flat-out did not earn the chest who got one. I’d love to hear from that person!

Thanks for your patience as we look into this whole situation.

CrashTestAuto.9108:

Gaile Gray, just to be clear as this doesn’t seem to have gone through to the devs. Any script that applies to people who logged on to the event will only make matters worse at this stage. There is a huge portion of the community (i.e. Australia, and people with jobs and other commitments) who were unable to attend, and are angry about that. Many would have attended, and did log on to whatever parts of the Lost Shores they could. This is only adding insult to injury.

Thank you to ANet for trying to fix this, but please take this into consideration for the next fix.

Just so you know, the devs created, reviewed, and implemented the script.

And yes, I do understand your comments about “one time” events. I have a lot of GW and GW2 friends in your part of the world, and I think of you every event, because I know the timezone differences can make attendance challenging. Thanks for your positive comments and suggestions.

Wow, I know you want your chests, and I agree – if you qualified, you should get them. But please keep the posts positive and stop the aggressive attacks. I shouldn’t have to flag posts for flaming and attacks five minutes after I’ve given a few detailed responses. Let’s keep it helpful, contributing, and friendly!

What more can I say to those who post in all caps, post flames, or demand an immediate answer? There is no immediate answer, that we can give, because the issue is still being investigated.

Are we saying you’re wrong? Definitely not!
Are we doing our best to investigate and find out what happened? Yes!
Will every single one of you who posts get a chest? I don’t know yet, but if you participated and if you earned it, you should get it, and we acknowledge that fact.

Please allow us the time to investigate this issue.

Yes, as mentioned above it sould be in the next content patch. (The Wintersday update.)

I wanted to add a note: I don’t see how it is possible — given the coding for the distribution — that someone who did not log into the event at all would have received a chest in yesterday’s distribution. Maybe they forgot they logged in, but the way the distribution was configured persuades me that they did attend and that it why they received the chest.

Let’s be sure we don’t get into “I know a guy who…” discussions, but keep the topic ON topic and relevant to the discussion. If there is an issue, we’ll fix it!

Guys,

We are looking into this matter. We initially believed that anyone who earned a chest surely would receive one, and that is why the email refers to clearing the mailbox. We believed yesterday that the list was complete and all earned chests were distributed. However, we have noted continued questions about the matter and we are not discounting that there may be an issue. The team will get to the bottom of it and I’ll update you when we know more.

P.S. The “copy paste” complaints are sorta silly. When we have a distribution of thousands, if not tens of thousands of items, it makes sense to develop solid messaging to send those whose who contact us, no? While you might feel that each answer should be individually hand-crafted for you, I make no apologies for a well-written, clear, and concise “form letter” when it serves the purpose. Better than than having a dozen messages written just enough differently that players wonder “Does that mean what that other thing said, or is it somewhat different? Is that guy going to get something I don’t get?” So please forgive the “form letter” but please try to understand the absolute value of sending that form of response in specific cases. That’s value for us, for you, for greater justi… I mean for greater clarity!

Several threads have popped up about the Karka Chests and their distribution.

Please post in this thread if you have question, concerns, etc.

Hello there, Non Ali Amor,

well yes, you start making your character always in the server where you currently are; you cannot have different characters in different servers. Each time you move to another server, all your characters travel to that world. You do not have to pay anything then; and remember that at the moment we are allowing one free server transfer per week.

Hello there.

We proceed to close the thread since the original question was already answered.
Thanks for your contributions.

Hello HollowPoint,

thanks for posting. We will proceed to pass your feedback to the team today. Since this topic is already being discussed both in the Suggestions and in the Dungeons subforums, we proceed to close this particular one.

Thanks for your understanding.

Hello everyone.

We are glad to hear that the problem is solved, Exo. To the rest of you, thank you very much for all your contributions. Since the situation has been solved, we proceed to close the thread.

Thanks again!

Yeah, moderation incoming!!

Please, follow the link Klinch provides. I will now close the thread.
Thanks!

Hello there.

Yes, the team is aware that Cliffside is still having problems and working on it, as we are getting some reports in the Game Bugs section (this one, for instance). I will proceed to close the thread an encourage you to keep on reporting in the already existing threads or though the in-game reporting tool.

Thanks for your understanding and patience.

Hello everyone.

As I just wrote in another thread, the gw2 discussion subforum has already threads that discuss issues with the karka chests and there is no need to start a new one. Please, check this one in order to see a discussion about what the other players got. For an official discussion about the solution with official ANet statements inside, check this one. There is also another one about the fairness of the karka chest rewards, here.

We encourage all of you to stick to those already open threads if you have something to add there or feedback for us.

We proceed to close this one. Thanks for your understanding.

Hello there.

The gw2 discussion subforum has already threads that discuss issues with the karka chests. Please, check this one in order to see a discussion about what the other players got. For an official discussion about the solution with official ANet statements inside, check this one. There is also another one about the fairness of the karka chest rewards, here.

Please, feel free to contribute in any given thread.
We proceed to close this one. Thanks for your understanding.

Hello there.

RapidSausages, there is already an open thread in this subforum about the Lost Shores items, here. Please, feel free to check it.

We close this one now. Thanks for your understanding.

Hello there, Azunai.

You can try and contact Customer Support about this. Even if they cannot put you back in Sea of Sorrows, it is also good to know the details of this incidence for the future. In case they cannot move you back, which seems very likely, I am afraid you´ll need to wait one week to move to your desired server.

We proceed to close the thread.
Thanks.

Hello there.

The error 502 happens from time to time in the forums; they are down and no one can post anything there for a time. Please, just wait a little bit and try again after some minutes, should you encounter this error again in the future.

I will also forward your concerns to the team today.

Thanks for your feedback.

Hello there.

Hopefully by now you have regained access, Pedra. Please, let us know if this is still not the case. Thanks!

Hello there, Blackrs.

You may want to try with Customer Support. Send them a ticket with all the information you can provide and wait for their answer although do not build your hopes up about it.

Hello Pmiles.

Ok, thanks for letting us now. I will forward this to the team today.

Hello Skeptix.

This also happens to my computer and I am using Firefox at the moment. So I will proceed to forward this to the team. Thanks for letting us know!

Hello Luna:

Thanks for your suggestion. We proceed to forward it to the forum team.

When is “recently”? Which story step was it?

Thanks so much for your kind words! They mean a lot to all of us.

…First!

https://forum-en.gw2archive.eu/forum/game/dungeons/Lupicus-Melee-Solo-15-mins

I’d love to hear from you folks about this thread

I’d also love to post in the thread about what some of our plans are, but there is a time and place for everything.

There were no stealth fixes to CoF difficulty or dungeon mob difficulty. I didn’t make any changes to Aldus either.

121201-000285 Resolved
121201-000356 Resolved
121122-000273 I followed on up this one today.
121126-002531 I followed on up this one today.
121203-001887 I followed on up this one today.
121120-002708 Fraudulent code; account released; add a new, valid code to rejoin the game
121128-002636 Fraudulent code; account released; add a new, valid code to rejoin the game
121201-000566 Fraudulent code; account released; add a new, valid code to rejoin the game
121124-000721 Fraudulent code; should seek a refund from the unauthorized seller.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121204-001670 This is an infraction issue (offensive name) and not an account issue. Please wait for an agent to respond
121129-001122 Under review
121130-000261 Under review
121202-000123 Under review
121204-000130 Under review
121128-001928 Under review; Black Friday pricing will not be available if you are able to add a new code.
121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.
121201-000663, 121203-001221 These are not account issues. Please post in the appropriate forum.

Notes:

• Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

• Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessary. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent update list, please do not post again immediately asking for assistance. Allow at least another 24 hours for things to progress before you ask for another review.

121201-000285 Resolved
121201-000356 Resolved
121122-000273 I followed on up this one today.
121126-002531 I followed on up this one today.
121203-001887 I followed on up this one today.
121120-002708 Fraudulent code; account released; add a new, valid code to rejoin the game
121128-002636 Fraudulent code; account released; add a new, valid code to rejoin the game
121201-000566 Fraudulent code; account released; add a new, valid code to rejoin the game
121124-000721 Fraudulent code; should seek a refund from the unauthorized seller.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121204-001670 This is an infraction issue (offensive name) and not an account issue. Please wait for an agent to respond
121129-001122 Under review
121130-000261 Under review
121202-000123 Under review
121204-000130 Under review
121128-001928 Under review; Black Friday pricing will not be available if you are able to add a new code.
121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.
121201-000663, 121203-001221 These are not account issues. Please post in the appropriate forum.

Edit: See above. I don’t believe that it’s necessary to submit a ticket.

But please be sure your mailbox on your account is empty so you can receive the chest. In a few cases, it might be queued up but unable to slip into the box because it’s full.

The script has been run, but I suggest you wait until tomorrow before contact Support, in the event you qualified for a chest but did not receive one.

Thanks for your patience with all this.

Make sure you are only entering numbers in the card # field. You will see this error if you enter something besides numbers (like spaces for example).

I agree, and I was just telling a fellow team member that fact: To ensure receipt of missing mails, it’s best to clear the entire mailbox. (Be sure to remove any items from the mails before deleting the mails, of course. )

We are very sorry that guild banks are not part of the restoration system, but as pointed out in this thread, there is a great deal of complexity in restoring an individual account, and restoring a guild bank is many, many times more complex.

To do a restoration properly, while protecting the game economy and impacts every single players, we would need to investigate every single account that had access to the guild bank to see what happened before, during, and after the event. To do otherwise could have major negative impacts on the game economy, if players could “hide the gold” and then ask for a roll-back of the whole guild bank.

Consider that guild banks potentially hold a lot of combined wealth, and that confirms that the impact on everyone who plays the game, over time, could be considerable.

It’s possible that sometime in the future we will be able to restore guild banks, just as we very soon will be able to restore individual accounts. We would like to do this, but we know that if we initiate that service, we must do that sensibly and accurately, for the good of the game.

Edit: I had originally suggested that those who did not receive a chest should submit a support ticket, but at this point I do not think that is necessary, because we’re researching more broadly and whatever we find out should resolve this for everyone.

You’re welcome to submit a ticket, but it is not necessary to do so. We can fix this for those involved without individual tickets.

You are welcome to keep the chest or to share it with a friend, as you desire.

Once you have registered your account, using a serial code that is tied to your physical location at the time of registration, you then can play from anywhere in the world.

You have submitted a ticket, so that’s great. Please do not submit any more tickets — they will slow the process of helping you. You will be answered as soon as the full investigation is complete.

Which profession you open it with does not make a difference. No worries.

Wejam.5792:

The item is Leaf of Kudzu

From your description it sounds like you can get to point in the Sell UI where you can set your price, but you can’t click the button to Sell… is that correct? If so, are you sure you and your friend have enough gold on your characters to cover the listing fee? It looks like it would be quite high for that item, around 5+ gold.

I just spoke with the Billing Team lead, and she explained to me that although you were using a debit card, you were using it as a credit card because we don’t have the technology to accept a PIN, etc. Therefore, the situation that prompted the rejection of the purchase was related to the use as a CC, and you were not charged.

You may see an “authorization” for a day or two, but you will not see a charge on your account, and the money will not be withdrawn, because the purchase was cancelled.

This can be frustrating, I know, and it can happen for reasons that the customer doesn’t understand. What a few players have told me is that because their credit card details don’t match their current information, the CC can be rejected out of concerns that it may be fraudulent or stolen. Their workaround: They bought a boxed copy from a local store, contacted Support, and with the team’s help, added the retail code to the account and were good to go.

Blood Mist Mirage.5610:

John Smith.4610:

The issue is placing orders for account bound items. I wouldn’t recommend it, one day it may complete…

I thought something like this would happen. I usually take it off when I log or before an update. Thanks for the heads up though!!!!!!!

I’m curious. Why would you want to put up the buy order?

I’m asking about this now to be sure I give you the best info.

Hey everybody, as these are coming through your game mail, make sure your mailbox isn’t full. It’s actually good practice anyway to empty your mailbox if you don’t have unclaimed loot in there.

You ask an interesting question. There are people who through no fault of their own were unable to attend the event. I don’t mean they were at a three-day rave or were out of town at their Aunt Tilly’s house. I mean their account was blocked in error and that prevented their attendance at the Lost Shores event.

If that is the case, contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Give the details of your situation and the ticket number related to your account suspension. The team will give this a look and see if there is anything we can do about your personal situation.

Please note — if you rightfully were blocked for fraud, it would not really be appropriate to contact Support to ask for help with the chests.

Thanks, Nalora. (Love your sense of humor. )

Joote.4081:

FlamingFoxx.1305:

Joote.4081:

I think they have deleted my old GW1 account. It will not allow me to link it to GW2 or log on to my old account at Ncsoft. It has been inactive for more than a year, but they should not have deleted it after I have paid for it.
I know my details are correct, so ncsoft owe me a game.

Except that they haven’t deleted GW1 accounts due to inactivity ever to my knowledge – there are members in my GW1 guild who haven’t logged in for 2+ years and there accounts are still there.
Either you are using the wrong username/email/password or your account was deleted or banned because it got hacked…

You are correct. My apologies. It was a error on my part. I have now regained my account, but find something is wrong with the linking system. It keeps throwing up a script error.

We’ll help you with that linking problem. Just contact Support by filing a ticket through the “Ask a Question” tab on that linked page.