Dev Tracker

A friend of mine

in Account & Technical Support

Posted by: CC Eva.6742

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CC Eva.6742

Community Coordinator

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Hello there.

Vrothgarion, account sharing is not really allowed in Guild Wars 2. You can try and contact Customer Support, here, although do not build your hopes up about avoiding those 72 hours.

Speed Hacking/Teleporting Bot Crews

in Guild Wars 2 Discussion

Posted by: CC Ivonne.6782

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CC Ivonne.6782

Community Coordinator

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Hello everybody,
please use the in-game tool or customer service to report bots. Nothing can really be done about this situation in the forums.
Thanks.

11/30 SoS/SBI/JQ

in WvW

Posted by: CC Ivonne.6782

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CC Ivonne.6782

Community Coordinator

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Hello everybody,
this thread has completely derailed. Even though it has been cleaned, the accusations continue. It will now be locked.

Jade Quarry/Stormbluff Isle/Sea of Sorrows

in WvW

Posted by: CC Ivonne.6782

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CC Ivonne.6782

Community Coordinator

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Hello,
as this question has been answered, the thread will now be locked.
Thanks for the prompt reply.

Monthly Achievements

in WvW

Posted by: CC Ivonne.6782

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CC Ivonne.6782

Community Coordinator

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Hello,
as there´s no real discussion going on here, the thread will be locked.
Thanks for understanding.

refund trickery

in Guild Wars 2 Discussion

Posted by: CC Ivonne.6782

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CC Ivonne.6782

Community Coordinator

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Hello everybody,
this thread has derailed quite a bit. Also, the main issue (refund) is rather off-topic in this sub-forum so, it will be locked.
Thanks for understanding.

Goodbye and ty to the the 1 who stole my name

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Now the game says that the character name i had before is alrdy in use + if i pm gender bender from my other characters the message simply returns to me so i guess ill have to wait for that to be fixed, since it looks like the name is still bound to me.

Ty for all the feedback and the support.

Are you names all sorted now?

no since when u said that i can change my name back to original state, the game didnt let me to use Gender Bender cuz it was taken alrdy somehow. so i had to change my name again in order to play my guardian. i’ve posted a picture that proves what i’m writing about. So my wish would be if someone from a-net could jump into my account as u did to check if my name is ok, and change it to the original state, since i couldnt do that on my own. rly sry for all the bothering.

We don’t jump onto anyone’s account. If the name was taken, I’m sorry, but it’s taken. We opened it up to use, but cannot now force someone else to rename a character in order to give you the name. You might try occasionally making a character, as the person currently using the name may delete the char or rename in the future.

no no no, when i pm the name i still pm myself so i guess the name is bound to me still, and when i wanted to change it didnt let me, so i guess you didnt unlock the name or sumtin

Ohhh, I see! Could you please update your ticket and an agent can set that right?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

High Ranked players & Commanders hacked [Merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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If your account has been accessed and you have access to the account, please be sure you change your password as soon as possible. Consider that your email may have been compromised (especially if you have the same password on your email as you have on your game account).

If you do not have access to your account, be sure to tell the Support Team that detail when you submit your ticket.

i have changed all the above, (ma game email and main email and passwords are all different) and the response to the ticket i sent was this

We are sorry for your breach of account, however as the account was accessed from your IP address there is nothing we can do, we are sorry for any inconvenience this has caused and trust that you understand our reasoning. Maybe a family member did this. If you have any further questions or problems please do not hesitate to contact us again

I was just going to respond with the information that I had acquired: “This account shows zero logins from unapproved IPs – not even attempts. If all the details are accurate, they were attacked by someone who has physical access to their approved/accepted machines.”

I live alone….

Very confusing, then! Let us continue to look into this for you. We have your ticket info and will discuss with you to get more info. Oh, do be sure that you share the latest info in your ticket, so we have it all in one place.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

FAQ: Gem Store / BLTC / Trading Post

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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It has been few days now and I still can’t buy your kitten gems. What’s wrong with you and the support?

121116-002679

As the team has responded a couple of times, your purchases were declined by your bank. Therefore we are not able to fulfill your purchase requests. You might consider purchasing gem cards at a retail store and adding gems to your account in that manner. Unfortunately, it does not appear that we can accept the credit card you’ve been attempting to use.

I just checked on your ticket and I think you’re ok to go now! Thanks for your patience and understanding.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

FAQ: Gem Store / BLTC / Trading Post

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Hello,

Recently I tried to purchase 1600 gems using my credit card, but I received this error message after I input all the information and pressed “confirm”

What’s the problem? If anyone could help me with this issue, it would be greatly appreciated!

Hey there. We’ve looked into this and we’re not seeing a general problem. Have you tried again? Did it work ok later? Thanks for any update you can give us!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Guild Wars 1 password recovery error

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Sure you can link your accounts later, but I’d want to know what’s going on and I guess personally I’d submit a ticket to get help now.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Password Reser

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I cant log into my account for some reason. When I went to change the password it let me type in my account name, serial code and character name but after that it said error and wouldn’t let me go any farther. This is a friends account but the ticket number is 121130-002016. Thanks for any help.

You have filed a ticket and that is the proper way to get the assistance you need. The forum is not intended as a “submit ticket/make a post” form of following up on tickets. After three days, if you still need help, you can post in the Tickets for Review thread above. Until then, please allow the team time to review and respond to your ticket.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Issues with the trading post: please post here [MERGED]

in Black Lion Trading Co

Posted by: Nicolle Rodgers.4926

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Nicolle Rodgers.4926

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Sold items last night specifically an hour ago and the money isnt available for pickup.

Have you tried clearing out your pickup tab? There is a limit to how many items can be stored there at one time. Until you clear it, no more items or gold (gold is treated like an item in this case) from you purchases or sales will show up.

Security issue?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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The fact is, I spoke directly with our Security Coordinator about a few issues today, including these. When the team tells you the account was only accessed from one’s own location, that’s a fact. That means it was not accessed by an RMT in China or a hacker in some other state, country, or continent. So “Couldn’t have happened” makes no sense when it did happen according to our records.

Now, if there’s absolutely solid evidence that it truly could not, in any way, have happened, that player should update her ticket and say “It could not have happened because A, B and C.” But in the last many years, the “I know it didn’t happen here” has been proved to be wrong.

Much as we hate to think it, family members, friends, neighbors, and others sometimes do get access to an account, and do end up getting the account banned or do strip off the items and sell them or move them to another account.

Our team will help you, but flat-out statements about what could and could not happen must be tempered with the factual evidence in front of us. If the account was always accessed from the same IP, then how could it be argued it was accessed from somewhere else? And of course if the intrusion comes from within one’s IP, then it cannot be a fault of authentication if an email is not sent, for the IP has already been approved.

I hope that eases your concerns about a security issue in this particular situation. We’re open to input, always, but we have a lot of evidence in front of us, and that helps form the responses that we give and the actions that we take. If a player is “hacked” from within his house, or from right next door, surely you’ll agree that’s a personal account security issue and not a game security problem.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

Blocked/Suspended/Terminated -- Player Comments

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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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.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Suspended Both Game & Forum Account

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I’m borrowing my friend ID to post this, i don’t know why GW2 Team suspend both game and forum account if there’s a thread that allow you to escalate ticket after 3 days for suspended/terminated/blocked ID. It’s very annoying. I also saw some people who also need to borrow friends account to get his/her ticket through.

I don’t know if this only happen to some people out there, but asking my friend everytime i need to post or update ticket is just strange enough (i never find something like this since playing MMO).

Lastly, maybe GW2 Team want us communicating our problem through support section only. But now i feel that support section only for tracking ticket status and all stuff was brought to the forum.

Acccount: BlackDiamond.8140
Ticket: 121128-000047

Please allow the team to review this. If you still need help after three days — it is only two days old now — then post in the Tickets for Review thread.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Updates for Thursday and Friday, 29 – 30 November

121116-001629 Resolved
121127-002885 Resolved
121127-000396 Resolved
121113-003712 Resolved (Thanks for confirming!)
121129-000130 Resolved. I have updated your ticket to explain the outcome.
121124-001042 Resolved. Thanks for your support!
121123-001923 Resolved; have your friend update his ticket so we can help him, as well.
121127-000150 Account ownership in dispute; the team will continue this review.
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-001210 Account released; you may add a new, valid code to rejoin the game
121121-002141 Account released; you may add a new, valid code to rejoin the game
121025-001807 Closed for fraudulent code a second time. Please continue to discuss with Support.
121121-001496  Fraudulent code. Please contact your seller to get a refund.
121127-001175 Fraudulent code. Please contact your seller to get a refund.
121121-002792 I followed up on this today.
121114-000212 I followed up on this today.
121115-001578 I followed up on this today.
121118-001530 I followed up on this today.
121118-002383 I followed up on this today.
121122-000034 I followed up on this today.
121123-000247 I followed up on this today.
121123-001644 I followed up on this today.
121126-002710 I followed up on this today.
121128-000072 Not three days old
121130-000631 Not three days old
121128-002416 Not three days old
121127-001984 Please answer the questions that Support sent you. We must establish that you own the account before we can assist you.
121116-002285, 121118-002383 Questions answered by agent
121126-001549 The account owner must discuss this with the team.
121115-002366 The charge authorization failed or did not pass risk reviews. You are not due a refund because you were not charged.
121116-001561  The charge authorization failed or did not pass risk reviews. You were not charged.
121118-001872 The charge authorization failed or did not pass risk reviews. You were not charged.
121122-001534 The charge authorization failed or did not pass risk reviews. You were not charged.
121126-000302 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000329 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000047 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000204 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000234 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000803, 121115-000847 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000395 The charge authorization failed or did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121115-001408 This has been reviewed by multiple agents; account will remain closed.
121121-002294 Ticket updated today
121118-002266 Under review
121120-001710 Under review
121121-002828 Under review
121126-002710 Under review
121127-001919 Under review

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 necessarry. 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 list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

Tickets for Review (3 days and older) [merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Updates for Thursday and Friday, 29 – 30 November

121116-001629 Resolved
121127-002885 Resolved
121127-000396 Resolved
121113-003712 Resolved (Thanks for confirming!)
121129-000130 Resolved. I have updated your ticket to explain the outcome.
121124-001042 Resolved. Thanks for your support!
121123-001923 Resolved; have your friend update his ticket so we can help him, as well.
121127-000150 Account ownership in dispute; the team will continue this review.
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-001210 Account released; you may add a new, valid code to rejoin the game
121121-002141 Account released; you may add a new, valid code to rejoin the game
121025-001807 Closed for fraudulent code a second time. Please continue to discuss with Support.
121121-001496  Fraudulent code. Please contact your seller to get a refund.
121127-001175 Fraudulent code. Please contact your seller to get a refund.
121121-002792 I followed up on this today.
121114-000212 I followed up on this today.
121115-001578 I followed up on this today.
121118-001530 I followed up on this today.
121118-002383 I followed up on this today.
121122-000034 I followed up on this today.
121123-000247 I followed up on this today.
121123-001644 I followed up on this today.
121126-002710 I followed up on this today.
121128-000072 Not three days old
121130-000631 Not three days old
121128-002416 Not three days old
121127-001984 Please answer the questions that Support sent you. We must establish that you own the account before we can assist you.
121116-002285, 121118-002383 Questions answered by agent
121126-001549 The account owner must discuss this with the team.
121115-002366 The charge authorization failed or did not pass risk reviews. You are not due a refund because you were not charged.
121116-001561  The charge authorization failed or did not pass risk reviews. You were not charged.
121118-001872 The charge authorization failed or did not pass risk reviews. You were not charged.
121122-001534 The charge authorization failed or did not pass risk reviews. You were not charged.
121126-000302 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000329 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000047 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000204 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000234 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000803, 121115-000847 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000395 The charge authorization failed or did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121115-001408 This has been reviewed by multiple agents; account will remain closed.
121121-002294 Ticket updated today
121118-002266  Under review
121120-001710 Under review
121121-002828 Under review
121126-002710 Under review
121127-001919 Under review

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

Issues with the trading post: please post here [MERGED]

in Black Lion Trading Co

Posted by: Nicolle Rodgers.4926

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Nicolle Rodgers.4926

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I’m having problems on certian items i cannot sell on the black lion trading.
i’ve got some images..

Are the items you are trying to sell Soulbound or Account Bound?

Can't browse for food?

in Black Lion Trading Co

Posted by: Nicolle Rodgers.4926

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Nicolle Rodgers.4926

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We are aware of these issues and are working to resolve them. Thank you!

Tickets for Review (3 days and older) [merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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My freind has not been able to login for over three days and needs a password reset.
His ticket is Incident: [121127-001984] His username is ShinigamiYaiba and what is the status on his ticket so I can inform him?

My friends ticket number is 121127-001984. He has not able to login over three days and needs need a password reset. username is ShinigamiYaiba.6792. Really would appreciate the help. Thanks.

Your friend has asked for a password reset. But we cannot establish that he owns the account, and proper security procedure requires that we must know he owns the account before we give him any assistance. Please tell your friend to update his ticket and answer the questions in it.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Tickets for Review (3 days and older) [merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Okay this is serious i bought the game and have not even seen what it looks like but the loading template, never had a experience like this buy a game and 2 to 3 days and no play. Was i just robbed of my money, i don’t think i’ll ever buy a downloadable game again. No ones wants to refund the money i’m so irritated right now, how you guys sell a defective download… I need answers and soon i dont think i can wait 2 to 3 days i’ll put this in my blog or go to the press or something but i want a refund ASAP.

Please contact Support and they will close the account and issue you a refund IF you purchased the game from us. If you did not, please contact your seller for a refund.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Over 1 weeks NCSoft hasn't charge my card

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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If you want me to follow up please post in the Tickets for Review thread above with the 12-digit incident number.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Goodbye and ty to the the 1 who stole my name

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Now the game says that the character name i had before is alrdy in use + if i pm gender bender from my other characters the message simply returns to me so i guess ill have to wait for that to be fixed, since it looks like the name is still bound to me.

Ty for all the feedback and the support.

Are you names all sorted now?

no since when u said that i can change my name back to original state, the game didnt let me to use Gender Bender cuz it was taken alrdy somehow. so i had to change my name again in order to play my guardian. i’ve posted a picture that proves what i’m writing about. So my wish would be if someone from a-net could jump into my account as u did to check if my name is ok, and change it to the original state, since i couldnt do that on my own. rly sry for all the bothering.

We don’t jump onto anyone’s account. If the name was taken, I’m sorry, but it’s taken. We opened it up to use, but cannot now force someone else to rename a character in order to give you the name. You might try occasionally making a character, as the person currently using the name may delete the char or rename in the future.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Inquiry on status/stability of the market.

in Black Lion Trading Co

Posted by: John Smith.4610

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John Smith.4610

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So, curious: Is there an optimal market rate the Econ team wants to see? Like a baseline for how much a Legendary should cost, or a projection for expected inflation that you’re attempting to hold stable?

I cannot go too far into our process, but we often set goals; in an expanding market though there is a split between preventative and reactionary measures. If you read my last blog you may remember one of my favorite aphorisms, "Certainty is the mother of quiet and repose, and uncertainty the cause of variance and contentions.”

(edited by John Smith.4610)

SAVE POONER

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I have spent a lot of time personally addressing this issue with the player in question — or perhaps discussing the same name with another individual who was intent on using the name. I understand that the name in question is a legitimate last name; that was the case with the player with whom I discussed this. However, it has become, in common usage, a name that we simply cannot allow in the game. (I invite you to check Urban Dictionary or another resources if you’re unsure why.) And in fact, the forums will not even allow the four-letter variation of the name.

The name was reported. Players do not know your intentions; they only see the name and know it to be unacceptable. Agents do not have malicious intentions in flagging a name for renaming; they’re acting in the best interests of the community as a whole.

So let’s be clear: (1) it’s wrong to bring it to the forums when the issue previously was addressed in the forums and through support tickets, and (2) the name will not be reinstated due to pressure, petition (disallowed by the rules you accept when you become a member here), or any level of righteous indignation.

Feel free to take this to whatever external medium you choose. The name will not be allowed in Guild Wars 2.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

Inquiry on status/stability of the market.

in Black Lion Trading Co

Posted by: John Smith.4610

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John Smith.4610

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The lost shores event was not the only modification to precursors.

We’re tracking the changing economy. The changed prices come from a lack of supply relative to demand, not from a substantial increase in inflation (this is apparent when you look at the TP as a whole bundle of good rather than just a few items).

Does this mean you are looking at ways to bring up the supply to meet the demand, or are you waiting it out a bit more to see what happens?

None of the processes are black and white. What I can say is that making decisions (or assumptions) without a complete understanding of everything involved would be a mistake. When dealing with large economies, small changes can have huge effects, it’s important to understand the effect of any changes on the game as a whole in both the short and long run.

You did not really rebut anything I said. The money sink in this game still does not offset the growth in the money supply from hour 0 to current times. It is an aggregate issue and not micro issue. You seem to get hung up on micro subjects like money sinks.

On the contrary, you made a blanket statement that there IS a growth in the money supply on the basis gold is coming into the system.

But as I pointed out, the system has both an input and output, and unless we have data for both in and out, we can’t know for a fact whether the value of gold is rising or falling.

I disproved your statement mathematically

No you did not. You are not accounting for the fact players displace money sinks.

You are confused here. Money sinks are not specifically a micro or macro issue. You discuss sink as a micro issue individually to players, or you can discuss them as an aggregate. Either way players do not displace money sinks.

High Ranked players & Commanders hacked [Merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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If your account has been accessed and you have access to the account, please be sure you change your password as soon as possible. Consider that your email may have been compromised (especially if you have the same password on your email as you have on your game account).

If you do not have access to your account, be sure to tell the Support Team that detail when you submit your ticket.

i have changed all the above, (ma game email and main email and passwords are all different) and the response to the ticket i sent was this

We are sorry for your breach of account, however as the account was accessed from your IP address there is nothing we can do, we are sorry for any inconvenience this has caused and trust that you understand our reasoning. Maybe a family member did this. If you have any further questions or problems please do not hesitate to contact us again

I was just going to respond with the information that I had acquired: “This account shows zero logins from unapproved IPs – not even attempts. If all the details are accurate, they were attacked by someone who has physical access to their approved/accepted machines.”

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Hacked Account

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Your email account appears to be compromised. That means that any correspondence from Support to you, and from you to us, may be accessed by the hacker. This gives them access to your account information and puts the account into disputed ownership status.

I suggest that you create a new, secure email account and contact Support again, so that they can help you resolve this issue.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Unable to sell and see stats on trading post

in Black Lion Trading Co

Posted by: Janson Smalling.1850

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Janson Smalling.1850

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Sometimes, when problems arise with the Black Lion Trading Company window, the best option is to try logging out, clearing your cache, and restarting the client. The window does use a browser cache, so problems can sometimes arise.

And don’t hesitate to post your issues here on the forums so that we (and everyone else) can help you out!

So, Kei, is your problem resolved?

FAQ: Gem Store / BLTC / Trading Post

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Hello,

Recently I tried to purchase 1600 gems using my credit card, but I received this error message after I input all the information and pressed “confirm”

What’s the problem? If anyone could help me with this issue, it would be greatly appreciated!

Hi there. What region are you in? And when did you attempt to purchase? Thanks for this report — the team is on the case!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Buy&install in Europe, play in South America?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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You’ll be fine if you purchase and install in the same region. Once done, you can play from anywhere.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Inquiry on status/stability of the market.

in Black Lion Trading Co

Posted by: John Smith.4610

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John Smith.4610

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The lost shores event was not the only modification to precursors.

We’re tracking the changing economy. The changed prices come from a lack of supply relative to demand, not from a substantial increase in inflation (this is apparent when you look at the TP as a whole bundle of good rather than just a few items).

CoE Bjarl fixed yet?

in Fractals, Dungeons & Raids

Posted by: Robert Hrouda.1327

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Robert Hrouda.1327

Content Designer

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he will be fixed next patch. A month ago he had another bug which we resolved, and the last patched introduced a different bug to him that we have fixed as well. This next patch will include the fix to the newly introduced issue.

FAQ: Gem Store / BLTC / Trading Post

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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This post is in response to my previous post. I was able to successfully get around the bug I posted a few posts ago.

In the page where you need to put all your credit card information, there is a button to change your order. I changed the order to an order that I did not want. Then I changed it back to the order I wanted. At this point I clicked next.

The “Review Your Order” page correctly displayed my order now. Everything seems to work after this.

Good to hear the “work around” is functional, even if a bit awkward. Our team is aware of the issue and I’m sure they’ll be working on the functionality issues to make the purchase process a bit smoother for everyone.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

FAQ: Gem Store / BLTC / Trading Post

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Gem Cards I purchased from BestBuy are not redeeming.

I submitted ticket: 121130-000602

[edit – now the entire Black Lion Trading Company interface is down – ERROR: invalid authorization]

[edit 2 – UPDATE: following the fix of TP my codes (as reported in the ticket) have now been authorized and I’ve been credited with 2000×2 gems. —ISSUE RESOLVED]

Thank you SO much for updating to let us know that the issue was resolved. Many times it’s unclear if something is OK, and looking into the matter takes time away from other issues that are still a problem. Thank you again for updating!! <3

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

FAQ: Gem Store / BLTC / Trading Post

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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It has been few days now and I still can’t buy your kitten gems. What’s wrong with you and the support?

121116-002679

As the team has responded a couple of times, your purchases were declined by your bank. Therefore we are not able to fulfill your purchase requests. You might consider purchasing gem cards at a retail store and adding gems to your account in that manner. Unfortunately, it does not appear that we can accept the credit card you’ve been attempting to use.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Sick of games with a little midget class?

in Norn

Posted by: CC Eva.6742

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CC Eva.6742

Community Coordinator

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Hello everyone-

Ghostrider, as Leapfrog and Paken Kai point out, rest assured that all the races have the same basic speed in Guild Wars 2. You may perceive your Norn to be actually slower but it is only that, a perception.

We proceed to close the thread.

Character Undeletion?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I am sorry, but we do not have the ability to restore deleted characters. Remember that there are multiple warnings given prior to the deletion of a character, including a requirement to type in the exact name and to confirm (again) that you want to complete the deletion.

I do sympathize with the issue, but at this time we cannot restore deleted characters.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Hacked Account

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Can you please supply your 12-digit support incident/ticket number?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Accidentally deleted makeover kit.

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Players are asked—twice—if they are sure they want to delete a character. In addition, they are given a specific warning message that points out that items on that character will be lost in the deletion. I do sympathize that you lost the item, but I really don’t think there is anything else we can do to make it any clearer. And quite honestly, while we want to help all players, it would be imprudent for us to use support resources to deal with these sorts of issues when there are others needing help for problems beyond their control.

Again, I sympathize and I’ve done the same myself, but I don’t see this as a design or support issue.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Email Authentication suddenly enabled?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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That is certainly unusual! I am inquiring about this now. If you did not enable authentication, is there someone else who could access your account — perhaps a family member or friend — who may have done that?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Runes double stacked for some reason

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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Yes, there’s a display bug with the tooltip that adds your PvP and PvE runes together. It does not affect the actual in-game effects.

where to post bot pictures?

in Bugs: Game, Forum, Website

Posted by: CC Eva.6742

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CC Eva.6742

Community Coordinator

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Hello everybody.

Ezraqfernandez, you can always report them through the in-game reporting tools, as this is the most effectively way of helping us with this.

Thanks for the continued reports and everyone’s patience.
It’s greatly appreciated!

High Ranked players & Commanders hacked [Merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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If your account has been accessed and you have access to the account, please be sure you change your password as soon as possible. Consider that your email may have been compromised (especially if you have the same password on your email as you have on your game account).

If you do not have access to your account, be sure to tell the Support Team that detail when you submit your ticket.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Changed my storyline in an odd way *spoilers*

in Personal Story

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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No, we don’t have any way to change/set your active story step. Sorry!

https://forum-en.gw2archive.eu/forum/support/bugs/Story-Skipped-or-Changed-merged/26646

Superior Rune of the Forge

in Guild Wars 2 Discussion

Posted by: CC Eva.6742

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CC Eva.6742

Community Coordinator

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And as the question has been answered, we proceed to close the thread.
Thanks for your collaboration.

High Ranked players & Commanders hacked [Merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Today i logged into my account and had all my 8 characters deleted, 3 level 80s one with a legendary Twilight. No email to say that the account was accessed from another IP everything i have ever worked on has gone. I’m very disappointed to say the least as i have worked very hard on all these characters one of which is a commander with a substantial amount of gold on its person.

My guild mates advise me that i was logged in when i was sleeping but they didn’t think anything of it as i have a strange sleeping pattern.

I would really appreciate my account being restored asap especially the legendary (and if you can make my Mesmer an Asura i would be doubly grateful! (just joking to try to cheer up my bad mood, but this would be a nice bonus considering i have a different password for my email and game account, and restore my faith in anet :p

What sort of authentication do you have on your account? Two-factor auth or email auth? Thanks.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Use a new code?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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So we meet again!
Yes, that’s true. I’m banned again. I guess I’ll just post in this thread seeing I used this thread before also. The response I got a bit less than a month ago stated that my account was released and that I was able to reactivate it. It also noted that I wasn’t able to use the European serial that I provided, because my account was made with a North American serial. Despite this I was able to log in after that ticket response, so I figured that the ArenaNet Support team DID activate my account with the European key I provided. However, last night I got banned with the same error code as before 45:6:3:2114. The strange thing is that I tried to enter the European key that I acquired a month ago to activate my account.. and it actually did use the key (It didn’t say it was in use or that it was of the wrong region, which it said at first). Now I thought maybe it just never said that it was in use, so I tried to enter it again and guess what? Now it is in use. However, my account is still suspended. I made a ticket, but I don’t feel like waiting 6 day s to even figure out what’s going on and then getting random template e-mail that aren’t even close to being answers or actually mention stuff that is simply untrue (My account was not getting reinstated according to the ticket replies I got, however thats different from what I received from Gale Grey and also different from the final response I got).

I really hope it can be resolved a bit quicker this time.

Since this thread is for another topic at this point, could you kindly post in the TIckets for Review thread? I will be able to see it when I do today’s sweep. Thanks!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

add Giganticus Lupicus to fractals

in Fractals, Dungeons & Raids

Posted by: Robert Hrouda.1327

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Robert Hrouda.1327

Content Designer

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I’m going to suggest remaking the aquatic fractal using https://www.youtube.com/watch?v=nybmygtLiKE for your inspiration.

Don’t tempt me….