Guild Wars 2

Igopewpew.8692:

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!

bluerebelmedia.9514:

As you instructed, I updated my ticket. I’ll check again with my bank, but I still don’t understand why it was voided or what the issue was. Valid card, official store. All this craziness and no explanation. I do appreciate your help, but I really don’t understand.

I agree with Igopewpew, but I’m going to give it the benefit of the doubt and check with the bank tomorrow, but if the money isn’t refunded in the next 48 hours I’ll be back.

And the card has been blocked to prevent me from buying the game.

I’ll stop posting so you can get to other replies.

This is a real shame though. I really wanted to play this game, and all this happens. The half day I played I really enjoyed it.

See ya later guys. Good luck.

I am very sorry, too. If you want to post in the 3-day and older thread, if you need to update, I’ll be sure to review this again. I’m sorry for this, and hope that it’s soon reconciled. (I see two purchases and maybe something triggered some sort of “anti-fraud” concerns, I just don’t know. )

Prinzkaos.4052:

Trial code???? I bought this game for 65$ cash and i even have a receipt. why you guys just restore my game back? is not my fault. i paid for a full game not a trial. and what is a 65$ trial holy kitten.

I am probably in error. At a glance that read like the message that trial account players are getting.

Please stop posting and contact Support. They are the only ones who can tell you what happened.

Igopewpew.8692:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Isn’t it obvious that the problem is not on our side, or our financial institution, it’s on Anet’s side. How else did thousands of people get the exact same problem ? You’re not gonna claim it’s all their fault and their financial institutions right ? Come on it’s overly obvious that it’s Anet’s mistake so they have to rectify it. They took the money, yet they close the account. I had the bankaccount checked a while ago. No money has been refunded whatsoever. So whatever is the underlying issue, I’d like Anet to first of all apologize for accusing me of being a criminal (you didn’t do it but they did in the tickets) and secondly fix the issue I have instead of sending me copy/paste responds without looking into the individual case at all.

Let’s be clear and fair here and not engage in wild speculation.

• If a purchase is refused, the customer is not charged.
• If an account is closed, and if the purchase was made through our store, the purchase price is refunded.

I suppose there can be a lag between closure of the account and the visibility of the refund on a credit card statement, but the team is not simply randomly closing accounts and keeping the money.

Prinzkaos.4052:

this is the msg that im getting
You have not applied a retail serial code to your account and the grace period has ended Until you apply a retail serial code, you will be unable to continue playing gw2. please visit the reailer where you pre-purchased (witch i never did, i bought the whole game on gamestop)to obtain retail serial code

Sounds like you have a trial code and not a full game code. Please talk to Support by filing a ticket through the “Ask a Question” tab on that linked page.

bluerebelmedia.9514:

Gaile Gray.6028:

bluerebelmedia.9514:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.
- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.
No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.
At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.
Ticket ID: 121111-001892

---

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

Dear heavens, I’m so sorry! So, you were charged, you know the charge fully processed, and you were not refunded for that charge?

Yes, got confirmation from the bank when you spoke about some people having a pending charge, and again to check to make sure it hadn’t been refunded, and they sent me the PDF of the charges being processed which I forwarded to the support team.

I was so confident once they saw that, there’d be no issue, then I got the response from support posted above.

edit: This is the first I’m hearing it was voided. But the bank isn’t saying that as of today. Can I get some verification from Support or some proof it’s been voided from your company so I can take it up with the bank since there’s no record of that on their end.

Yes, Support can provide you with that. Update your ticket to request it. (Thanks for the additional info.)

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bluerebelmedia.9514:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.
- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.
No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.
At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.
Ticket ID: 121111-001892

---

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

I checked this ticket. The purchase was voided. Please check for a refund.

bluerebelmedia.9514:

Gaile Gray.6028:

AndroidClone.1706:

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Please be aware that doing a charge-back will result in account closure and the account will not be reinstated in the future. While I appreciate a level of frustration may make it tempting to go through that process, the repercussions are costly (and necessary) and I’d like players to consider continuing to work with our Support Team on these issues, particularly now that they have additional personnel doing reviews of “fraud” issues.

Support has told me via my ticket my account is permanently closed. What process should I go through to either get my account opened, or get my money back?

From whom did you purchase and what is your ticket number?

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

AndroidClone.1706:

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Please be aware that doing a charge-back will result in account closure and the account will not be reinstated in the future. While I appreciate a level of frustration may make it tempting to go through that process, the repercussions are costly (and necessary) and I’d like players to consider continuing to work with our Support Team on these issues, particularly now that they have additional personnel doing reviews of “fraud” issues.

Please review your Account Management page or contact Support.

Back a few weeks ago, we found that completely emptying a mailbox helped with non-received item issues. You should take off anything you wish to keep and completely clear the box. Thanks.

Please — there are a lot of threads to read, can you give me an abbreviated version of this?

Or perhaps this will help: I looked at your account, based on the one ticket and you have only one ticket in the system. That ticket is still open, so what is the issue… briefly?

Try hitting it at this link: https://forum-en.gw2archive.eu/forum/game/players/OMG-If-you-only-knew-this-tips-for-new-players/page/3#post732156

If that fails, try either https://forum-en.gw2archive.eu/forum/game/players/OMG-If-you-only-knew-this-tips-for-new-players/page/3

or

https://forum-en.gw2archive.eu/forum/game/players/OMG-If-you-only-knew-this-tips-for-new-players/

If you got the Digital Upgrade in the game, I believe your account was automatically upgraded, hence no code was sent to you because the upgrade just happened.

If I’m misunderstanding the question, please do let me know.

What was the ticket number that you submitted self-reporting this name?

Hello Arutan.

The forums are not the best place for letting us know. We are encouraging the players that see episodes of hacking/exploiting to send a report to the following email address, exploits@arena.net, where the issue will be looked into by the security team.

Thanks.

Please update your support ticket so that the team can help you. They’ll get this sorted for you.

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

We’re aware of this issue, but we’ve had a hard time consistently reproducing it which makes it hard to fix. We’ll continue to investigate this, but if you have any additional information you can provide on this, we’d appreciate it. Thanks for the reports!

Do you have “Fast cast ground targeting” turned on in options? If so, it’s trying to target your current mouse cursor, which might not be a place the treb can reach.

Hello everyone.

Oddhood, you should open a ticket with Customer Support. Posting in this fashion does not really speed up the process nor offers you any help.

We proceed to close the thread.
Thanks for your understanding.

While we are helping most people within 24-48 hours; many are helped within an hour, it depends on the complexity of the issue. Sometimes we need to wait for more information or at times the process takes longer. For tips on what information to provide in a ticket to allow the fastest processing, please read this post.

We have a means for you to follow up, if you wish: If your ticket is three days old or older, you you are welcome to post in the Tickets for Review – 3 days and older thread and we’ll get it on our review list.

PaleKing.5791:

Hi,
I downloaded the game client yesterday and registered a free trial code from an invite. I woke up this morniong and decided just to buy a retail boxed copy, so I then entered the new code and followed instructions under “existing account”. I am in game and playing ok, but I get a message at the top left telling me to “upgrade to full account”. It is not clickable and as far as I understand it I do now have a full account. Any help would be appreciated.

Gaile Gray.6028:

I’ll follow up on this, and thanks for the reports. (And especially, thanks for buying the game!)

More info as I get it.

Update: The “Upgrade to the full game” issue will be addressed when the event starts tomorrow. So no one will be forced to place with that reminder, once he or she has purchased a game.

I haven’t been able to reproduce this, are Jeyne and Inkblood with you? Were they in combat when you reached the rendezvoud? Zott shouldn’t be there at all, if I remember correctly.

Mystogan.4157:

if no one is using theres can you send my friend a request?

We would prefer that players send to individuals they know personally. Perhaps your friend can get a trial code from one of the websites that are offering it. Check various press sites for more information.

Akira.9507:

I just bought Guild wars 2 yesterday and i can’t invite friend for “Free Trial Event November 15-18”.

Could you let me invite my friends to play?
because I like this game and need my friend to try.
pelase help.

I would be grateful if you could attend to this matter as soon as possible.

Thankyou.

One of the requirements of inviting friends was that your account must be in good standing and in place before Midnight Pacific on November 6th. Therefore, the newer accounts cannot invite friends for this trial. There’s a very good reason for this: It’s important that we not provide RMTs with a lot of free accounts that they can use to spam advertise their gold-selling sites.

If we have a free trial in the future you would be able to invite a friend at that time.

Thanks for understanding.

zippo burntfur.9307:

True, but it is a issue if you invite 3 people to play then can’t play with them.

Server capacity is being adjusted in such a way that you shouldn’t run into this issue.

Hello everyone.

The patch will arrive in due time and you will be properly updated through the official channels.

Thank you ver much for your patience!

Please note: You can register a trial account and download now, but you will not be able to join the event until Thursday at 9:00 AM Pacific Time (which is 5:00 GMT or 6:00 PM CET). The “error message” that you’re getting is awkward, and we apologize for that! But what it’s basically telling you is, “Please come back when the trial event starts.”

I’ll follow up on this, and thanks for the reports. (And especially, thanks for buying the game!)

More info as I get it.

Please discuss this matter with Support. Each issue is handled individually, and you may or may not be allowed to add a new code. Support can inform you about this.

10 total from any source.

I can’t reproduce this bug, was he in the middle of a scene, which turns off his interact?

Did your mail get sent? Was there room in your friend’s inbox for the new message?

Hi everyone,

We’d like to welcome you to this event forum for The Lost Shores which will be live very soon. You’ll be able to find in this sticky thread all the information available about the event and we’ll update it whenever there’s new information.

The Lost Shores website:

• https://www.guildwars2.com/en/the-game/releases/november-2012/

Event timing:

• https://www.guildwars2.com/en/the-game/releases/november-2012/#lost-shores-weekend-event
• https://forum-en.gw2archive.eu/forum/info/news/Lost-Shores-Heads-Up

Note the onetime-only events on Friday November 16th at noon PST (20:00 GMT) in Lion’s Arch and Sunday November 18 at noon PST (20:00 GMT).

Wiki event guide:

• http://wiki.guildwars2.com/wiki/The_Lost_Shores

New Fractals of the Mist Dungeon:

• https://www.guildwars2.com/en/news/leah-rivera-on-the-new-fractals-of-the-mist-dungeon/

Free Trial Weekend:

• https://www.guildwars2.com/en/news/free-trial-event-november-15-18

New Beta PvP Map: Temple of the Silent Storm:

• Coming soon

While we’re aware of this issue and have a bug on it, there’s no ETA on a fix yet. Thank you for your patience!

Hello everyone.

Bettadenu, we encourage you to open a suggestion in the Suggestions subforum to address the implementation of the Ritualist profession if you think it is needed. It certainly seems more fitting there than in here.

We proceed to close the thread.
Thanks for your understanding.

Hello everyone.

Thank you very much for all your contributions. As this thread does not really offer any meaningful discussion about GW2, we will proceed to close it.

Thanks for your understanding.

Make sure there’s room in your inbox to receive new mail. It will only hold about 10 letters at a time, if it’s full no new mail will appear.

Is he marked with a story story star on the minimap or over his head? I just tried it now and it worked ok.

What’s your current objective?

Zoom out and check the world map, the actual story location will have a star on it. It’s showing you the shortest route, but it doesn’t know the status of the asura gates, so it thinks you can use it to travel.

This is a result of using the double-dots (..) in your text. It has something to do with textile markup, though I am unsure if it is a bug with the markup implementation or an undocumented feature of textile, but we are exploring having it disabled. Unfortunately, there are other, higher priority issues that are being addressed first.

So, for now, just don’t use double-dots in your text.

What’s your current objective?

Thank you for the report! We’re aware of and working to fix this issue. In the future, please report exploits to us by email at exploits(at)arena.net.

This thread will now be closed.

Hello everyone.

Shadowdameon, the procedure to follow is the one Jonathan points out: you need to contact Customer Support here and provide them with as many details as possible about your incidence so they can help you. If the ticket goes unanswered for three days, please, post your reference number in the following thread.

Thanks.

Hello Prenavo.

Thank you very much for your feedback, which will be passed on to the team. If you feel any action taken by a moderator was inappropriate, send an e-mail to forum@arena.net and the issue will be looked into.

Thanks.

Hello everyone.

Jayderaine, the team is aware of this issue and working on a solution. We have been getting reports of players who, by clicking the preview bottom like you get immediately the object they were previewing, even if they don´t need it.

We encourage you to open a ticket to Support under the Bugs tab and explain them the situation. However, I am afraid a refund won´t be possible at this point.

Thanks and sorry for the inconveniences.