Guild Wars 2

The team will help you with this. Thank you for submitting a ticket.

I think there are limits on purchases, but you handled this exactly right, and the Support Team will work with you to make your purchases possible.

Oh and thanks for your extra support of our game!

I love the Guild Wars 2 Wiki! HoM section.

If this title doesn’t appear in your title section and you achieved it in GW1, Log into GW1 and then Log into the character that achieved GWAMM, log out and then back into GW2 and the title should show up.

Let us know if that does the trick!

Ursan.7846:

Just curious, why are you trying to get a refund if you’re planning to come back? The game has no subscription fee. Just your account sit there, and come back eventually when you do get your brand new computer!

Actually, Ursan, I was sort of thinking the game thing, myself.

Playing the market is not the only viable way to make gold. Not even close.
Also this wouldn’t work. If you attempt to artificially increase prices without a change to supply, you’ll just get an oversupply of incomplete transactions.

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

Duda.9845:

Gaile Gray.6028:

In cases like this, we do not take your money or, alternately, once the fraud risk is found to be too high, we immediately refund the money. Reading your ticket, you were not charged. (You may have seen an “authorization” but that was not completed and the funds were not taken from your account.)

I honestly do not know what are you talking about because the second i bought the game on your legal site, the money on my debit card was taken and since then i didn’t get any refund whatsoever.

I apologize for sounding rude, but i believe you can understand how angry/disappointed I am even if it has passed only a day or two. Doesn’t matter because as I stated you didn’t give me any proof of any fraud committed and you are the first site/company that gave me such problems.

Yes, I do understand. Ok, I see you used a debit card and you bought from us. That does sound odd!

I will look into this right now.

Found this article: https://forum-en.gw2archive.eu/forum/info/news/Beta-Feature-Mobile-Two-Factor-Authentication/first#post398418 See if that helps, ok?

We will miss you.

(I hope Santa brings you a hardware upgrade and you get to stay in the game.)

Is your mailbox full? If so, your items cannot be delivered until you have made space for more mail.

Archone.7452:

I was one of the people who logged into the Karka event and crashed right before the ancient Karka boss thing died. So I never got my items. I submitted a ticket, posted here on the forums, and waited.

…Today I log in and there’s an Ancient Karka Box in my mail inbox. I open it up and find my inventory filled up with yellows and oranges. That really made my day, and I wanted to say so here, publicly, because it seems to be so rare that the GW2 devs get thanked for their efforts.

How absolutely wonderful for you to post this, and I’ll be sure the devs see your comments. We’re glad to be able to make the situation right for you, and appreciate the time that you and other players waited while we got this all aligned.

Thanks for the thoughtfulness of your post!

Did you purchase from us? If so, please see this KB article.

If you purchased from a retailer, I believe your copy would not be refundable.

You may not sell the game on the Internet, pass it along to a friend, or in any other way distribute a used account. This is strictly disallowed, and because the account will be invalid for a second player trying to sell, trade, or give it away would be fraudulent.

No, it’s not supposed to do that.

I was looking at the Authentication FAQ., and I don’t know that there’s anything there that would help you. Perhaps another player can respond here if they have overcome this “refresh” situation, but if not, I’d suggest you contact Support.

han.9042:

Is the mail only appear to the character we used for the event? I rather play my alt while waiting.

Between my GF and I, we did the event 8 times. During half way into the Ancient Karka fights, the game either crashed, stuck on the loading screen when reviving at the waypoint, or because of the new build, removing the event so we weren’t able to finish it. We spent the whole day on that event.

The mail is sent to your account, so no matter what character you are playing on when it comes it, you will get the mail. Additionally, the chest in the mail is account bound, so you are free to put the chest in your bank and move it over to whichever character you wish to open the chest with.

It’s just solid gameplay. Congrats on the feat!

Now if you wouldn’t mind explaining what exploits you did with the terrain to get there…

Duda.9845:

Hello,

Dudas friend “cAu.1953” speaking.

I have a ticket opened by ID: “Incident: 121205-000035”.

This is the reason of my suspension stated by NCsoft:

“Your purchase for Guild Wars 2 was voided as a result of being found too high risk to accept. The purchase attempt displayed characteristics that are currently found in numerous fraudulent transactions.”

My question to Gaile is:

“Why didn’t you just reject the payment in the first place and said it was too risky. Instead, you took my money and now i don’t have access to the service i paid. I believe you are aware that is called ROBBERY.

Also, do you have ANY proof that my payment is in numerous fraudulent transactions and why is my payment in high risk area ?? I can send you any proof you need that I AM and ever WILL BE the owner of the credit card which I used on numerous sites like eBay, BattleNet, etc. if not through PayPal (site which also has no problem with my credit card) then by using the full card information like on your LEGAL site.

I believe that it is a given that i expect a FULL refund if you do not reopen my account because otherwise I have every right and believe me I will sue and haunt you until i get my money that you practically STOLE from me.

Seeing as I am not the only one with this problem and you have tendency to wait with answers on such questions, you can expect to see this matter published on every possible forum and other public sites until this gets resolved and so people know who are they getting into business with."

Regards,
Very angry/dissapointed customer

In cases like this, we do not take your money or, alternately, once the fraud risk is found to be too high, we immediately refund the money. Reading your ticket, you were not charged. (You may have seen an “authorization” but that was not completed and the funds were not taken from your account.)

In other words, we don’t charge you, let you play, then boot you out of the game and keep your money. Now, we cannot refund your money if you bought from someone else. If you were defrauded by an unauthorized seller, then you need to contact them, get a refund, and, if you wish, work with Support to add a new, valid code to your existing account (when it’s allowable).

Your ticket is just one day old. These are given a high priority, and I’m sure you will helped personally and very soon. If you need to do so, post in the “Tickets for Review” sticky thread after three days and I’ll investigate. But again, I believe you’ll be helped soon.

Lastly, you suggest “Why not block the purchase first?” I think that would be a great thing to do, and I’ve asked the same myself. The thing is, the credit card appears to go through and only gets rejected afterwards. So we, out of trust that the payment will be valid, allow the creation of an account, but must close that account when the risk is found to exceed acceptable levels OR when the code is found to have been invalidated by the third-party seller having use a stolen credit card (which sometimes take a couple of weeks to discover) or having done a charge-back on the card.

We are looking at betters means of handling fraud risks and other situations like this and hope for reduced numbers of these situations, even while they are pretty much outside our control.

Xia.3485:

Rubbers, if ANets intentions were to sweep this under the rug they would not have replied to any of the threads. Right now this thread is in the dev tracker thus giving it more exposure.

I also doubt very much they will share details on what they are doing on their end… it would give cues to the hackers.

True, and true. This thread, and several others you see, are evidence of us giving as much transparency to and by our players. We’re not trying to stifle things, or brush them off, or hide them. Case in point: I just “bumped” a thread that hadn’t had posts in more than 2 days to make it more visible, not less.

Please have confidence we are reviewing each compromise, helping as much as we are able, and carefully monitoring our processes and security every hour of every day.

ChaiQi.6274:

Just got my account back. Thank you Gaile for speeding up the support team’s process. For everyone else I recommend that you be very descriptive about the issues. It took them 3 weeks to complete mine but I am pretty sure I wasn’t really clear with the problem for the first 2 weeks. Screenshots and what ever evidence you can give them will probably speed the process along. Just keep updating your tickets.

I am glad you are back in the game, and I think your advice is very solid, so thanks for sharing that.

If someone wonders “Why should I provide Support in my ticket,” please read this post.

Fay.2735:

Gaile Gray.6028:

I talked to the Security Team, and they expect a final version with in the next several weeks. More testing, feature reviews, etc.

Is there any intend on releasing official physical authenticators rather than ‘certain brands may or may not work’? Also any updates on the rollback system for compromised accounts?

We have no plans to sell physical authenticators, but again, you are welcome to use one if you desire. I recommend that you verify that the set-ups will work with the authentication systems in place, as recommended by players in this thread. I will ask our Security Team if they can comment, but I am sure they cannot recommend brands, only the basic configuration details. If you think that would be helpful to you, let me know and I’ll get what information I can.

wintermute.4096:

So, what you’re saying is… someone got access to your email account? If so, the issue most likely is not on anets end.

It is true that we cannot possible be involved in someone’s individual email account security.

Rubbers.5261:

I made this post and Gale Gray closed it after it was getting alot of attention… wow are you serious? Company image management?

Wait a second, please. You were told there was an existing thread about this subject, and yet you continue to make new ones. We should keep the topic focused, so that our security team and others interested in this subject can update themselves on any situations that may exist.

Please do not take a forum thread closure personally, and for goodness sake, do not make rude and insulting comments about the fact that it was closed when there was a very valid reason for doing so.

And, as you can see, I’ve merged this new thread into the existing thread I mentioned to you yesterday and ask you with all due respect to keep your comments of a reasonable nature and to post in the topic at hand.

Thank you for the update — glad this was resolved and quickly, too.

We believe that we have identified and fixed the bug which prevented the last group of players from correctly receiving their WvW world bonuses. The fix for this bug will be available with the Wintersday patch.

This is not an issue on our end. It sounds very much as if you have a keylogger or Trojan on your computer, something that is reading your keystrokes to gain access. (And many virus protection programs do not detect keyloggers, or lag behind their development.) Alternately, you may have used an insecure or publicly-known email address.

Our first order of business is getting you back on your account, 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.

Once Support has gotten you back on your account, consider adding authentication:

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

Elquin.9016:

I submitted a bug report, but I wanted to see if I’m the only one experiencing this? I asked my guild and no one is aware of it happening. It has been a few days now that this has been happening. I haven’t been able to view “Items I’m Buying” for 2-3 days. I know I have buy orders and I even added more to see what would happen. The page stays on whatever page I was on previously ie. “Items I’ve sold”. I have quite a bit put into the BLTC for Buy orders so I’m kind of worried. I included a screenshot that appears to show my Buy orders, but that’s actually the items I’m selling. When I click “Item’s I’m Buying” it stays on the “Items I’m Selling Tab”.

Thank you for your support!

Are you sure your buy orders weren’t fulfilled? Items will disappear from this list once they have been bought. You can try looking in the Items I’ve bought list and see if they’re there.

Kvitoq.9154:

First of all, sorry if this has been reported before but I’m too lazy to read through this all.

One (extremely minor) issue I encountered is that searching for some items (like ‘Elonian Wine’) will just keep searching forever and ever without ever yielding a result (or a ‘no such item’ message). I verified with some guildies that they have the same issue.

Yep we are aware of this. It is only that item, but any search where that item would be in the results will cause this to occur. We are working to fix it.

Yes, absolutely. Once you’ve registered, you may play from anywhere in the world.

Have a great time in the UK. I lived there as a child, and I love it!

Yes, this has nothing to do with language. The listings at the top may not have been up to date, but if you had clicked on buy instantly in French, you would have seen the items listed.

Make sure your mailbox is not full. If you have too many mails you will not receive any more until you clear them.

The Trading Post works in a similar way with item and gold delivery. If there are a lot of items waiting to be picked up in your pick up tab, you will not see any more gold or items appear there until you clear it out.

As we mentioned last week, for those players who were not able to get the rewards for the final Lost Shores event because they were suffering connection issues, we will provide rewards for their participation in the event. Thanks for your patience while we worked to resolve this.

We will hand out the rewards via In-game mail today – Quick FYI… it might take several hours to run the script, so do not panic if you do not immediately receive it.

Can you please tell me what error you’re seeing or where in the buy process you are encountering a problem?

When did this happen? That bug was fixed about a month ago.

This should be fixed in the next big content update. There was an issue with the goggles not spawning on the floating islands because it saw them as “bad terrain” but I bugged a map artist to fix it.

Jayne.9251:

Ok did what you said and I don’t see a log file .. I see ArenaNet text doc, GW2 text doc, local.dat file, and verify results text document. I added the -log as explained above but didn’t work?

I’m sorry, I should have explained that a bit better. I’ve clarified the instructions, but basically the GW2 text doc is the .log file.

The problem we are seeing a lot of that is causing this, is that people are skipping mobs and rushing through things, and it breaks their scripts when the players activate something while the NPC is stuck in combat.
We try to find and fix scripts in those areas to decrease the chance of it happening though, so details about where and how the NPC broke, and what your group was doing (don’t fret about admitting to rushing or exploiting something) will help us in identifying and fixing the problem.

Hello there, BAshLordz:

you need to open a ticket with Customer Support (click here) so they can help you with your incidence. Check this thread here on how to submit a ticket correctly. If the ticket goes unanswered for more than three days, then post your reference number in the following thread.

Thanks!

Hello everyone.

As Savan correctly states, there are already some open threads at the moment where you can contribute with your own feedback about these issues; the bugs here mentioned have been covered already and it is indeed more effective for the dev team to have all your feedback concentrated in one place rather than scattered all around the subforum.

We proceed now to close this thread.
Thanks.

Hello there.

As Bluestew has linked all of you with the thread that already discuss this issue, we proceed to close this one. Please, do not hesitate to let us know your personal incidence with this bug; the more information we have, the better. Thanks!!

We are glad to hear that, Soulcheg.
Kahlan, thanks for your answer.

We proceed to close the thread since the question has been answered.

Hello there.

Cryo, thanks for bringing this to our attention. However, the forums are not the best place. We do understand that these teleporting bots are harder to report through the in-game reporting tools but whenever you have a screenshot (as this one), then proceed to send a ticket to Customer Support. With that you will be helping the team more effectively.

Thanks for all your reports! They are really appreciated.

Hello there,

just a quick message to remind you to stay on topic. We know that these match-ups threads can cover a great number of issues and of course sometimes different disputes take place at the same time but try to keep the personal allusions and negative comments to a minimum .

Thanks.

Perfect, since the question has been answered already, we proceed to close the thread.

Hello there.

as the question seems to have been resolved, we proceed to close the thread.

Hello there, Edjahman.

We understand that the teleporting factor makes harder to report these fellows. If you cannot use the in-game reporting tool, you can also try to get a screenshot and email it to Customer Support with the details of when that capture was taken. We understand that it is a longer procedure but there are no more reporting channels available, I am afraid.

Thanks for your reports in any case!

Hello to everyone.

Thanks for all your fast contributions. Since the question has been solved, we proceed to close the thread. Thanks again!

Hello there.

Zemi, check the following thread. New updates were added about 12 hours ago.

Hello everyone.

Since GregT has shown that there is a thread in the Dungeons subforum where this discussion is already taking place (and with dev answers inside), we proceed to close this one. Please, feel free to contribute in the already open one.

Thanks!

Going forward we will be providing update notes for changes made to the forums. Below are the changes made in our most recent update.

• Forum Logout bug fixed, also logs out of Account Management.
• Fixed infraction Private Message bug.
• The PM notification involving infractions has been updated for clarity.
• Added suspension end time to the temporary suspension message.
• Posts edited by a user in the “Full Edit” mode now properly attribute the edit to the user instead of “moderator”.
• RSS feed in the dev tracker now works.
• Replies to locked topics show the proper error notice instead of a 404.
• Quick Preview is now showing all text, is no longer “over length”.

Hello there, Cimon.

Thanks for posting. However, telling us this in the forums does not really help and we are encouraging the people to keep on reporting bots though the in-game reporting tools, as this info gets very fast to the security team. You can also send a ticket to Customer Support but using the in-game tools normally is enough.

Thanks for your reports and your patience.

Hello there, Kazak.

Suggestion received and delivered to the team.