Guild Wars 2

yaztromo.8457:

Gaile,

It really is a relief to hear that this tool will be implemented soon, but I still do not have my questions answered from other posts:

Who had the compromised account, 1 month ago, for example, may request to return to the point at which it was committed?

I quote again my case, I had my pre legendary item and other items / gold compromised by a hacker 1 month ago, since then I’ve been posting about this and wondering if it is possible to return before this sale? is this possible?

Account Restorations will be available from the date they go live forward. Restorations will need to be requested immediately. That is, once account access is returned to the legitimate account owner, s/he should ask for restoration right away, not days or weeks later.

It is not likely that we would be able to restore an account that was returned to the owner a month ago. However, each case will be reviewed individually, and you will be able to discuss your particular situation with a support agent.

KeX.5761:

Here is my three 12 digit ticket numbers. If you want to know more about how I contacted the “hacker” please contact me further as I don’t want to discuss this in this public space.

[Incident: 121022-002730]
[Incident: 121023-002995]
[Incident: 121021-002709]

The Support Team is aware of this issue and will work directly with you.

Leia.5380:

Gaile Gray.6028:

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!

Thank you Gaile Gray for that very swift, helpful and compassionate reply. When I mentioned what you said to my husband and kids at lunch today, you can literally see the bewilderment lift from their faces as they chorused their ’ohhh’s.

jangsara.4351:

Leia.5380, I had the same situation, same account suspension, same message, even from the same handler (Matt S.). Gaile is right, you need to contact your re-seller asap, get your money back and (if you want) buy a new key from a authorized retailer.

I did so, I have a new key that I have linked with my account, now I’m still waiting for support to open my account so I could get back to playing. 8 days and counting since the suspension started… Ticket 121016-002257.

Thank you for your comments. It is comforting to hear about someone who was/is in the same situation and on their way to recovering their account.

With this in mind, I’d like to share my experience to players whose accounts have been suspended for unauthorized (by you) charge-backs/refunds.

The following is a summary of my/our GW2 account suspension saga:
—-
From Oct 14-Oct23
GW2: Suspended
Us: Why? Help please…
GW2 support: Escalating ticket
Us: Why? Help please…
GW2 support: Charge-back
Us: What??? No we didn’t!
GW2 support: ~-.. crickets ..-~

Oct24
Us: Why? We’re innocent. Rant, rant, rant…
Six hours later
Gaile Gray: You didn’t but your retailer may have. Here’s what you can do about it. And here’s what we can do about it.
Us: Ohhhh… ~-.. goes on to contact the retailer ..-~

Much, much better communication wouldn’t you say?
That’s a clinic on how to do customer support.
—-

I have begun communicating about the situation with allcdkey.com
And it has been progressing encouragingly.

It may not be your fault, nor GW2’s. The retailer may even not mean to scam you.
I found out that my retailer has a supplier who is not GW2 directly and therein lies the problem. My retailer is working towards resolving this situation.

I’m positive that my issue will be resolved very soon.
I truly feel ‘supported’ as a customer – first by Gaile Gray and then later on by my retailer.
I am grateful.

Awesome info! I am so glad that your retailer is going to take care of you. I lose sleep at night worrying about folks who buy from the less-honest sellers and never get their money back. But I’m super happy that once someone gets a new code, s/he can get back into the game on the existing account!

I would love for us to be able to give a more informative message. I need to read exactly what it says — but if we’re saying only an accusatory, “You’re a fraudster,” then I feel we should change to say that the key is not valid because (1) you may have been sold a bad/invalid/fraudulently-acquire code or… well… (2) you may have done a bad thing. (I mean, sadly, it does happen.)

Anyway, thanks for your kind words and for your understanding. I hope all of your family enjoys the Halloween event. It is truly splendid!

When the water bucket is poured on a location, it sends a short-range “signal” to indicate that it’s been used. Have you tried adjusting your character’s position to see if you’re dumping the water in a different spot than the game is looking for? (For example, standing ON the drunk and dumping the water near him won’t work.)

Eraser.6293:

I Have my account ban for engaging in or assisting with gold or items sales for Real Life Money which i never……. Kindly help…. i didnt break the law and order. I think you guys got the wrong guy……..

ticket no: 121025-000768

I am sure you will be helped, and because this ticket is from today, I will ask that you wait and post only if you still need help after three days. That allows us to focus on those who have been waiting a few days instead of a few hours.

Eogar.5390:

Couple of days and still not solved.

My account banned for gold or items selling and buying. I’m not breaking the rules. I don’t wanna waste my money for nothing. My account is wrongfully banned. 121023-002911

I don’t mean to stand on formality, but please wait for three days.

Zahar.7239:

Incident: 121024-001501
I don’t play in GW2 about three days. After that, I log in game and have a error account. Error code : 45:6:3:2114.
[redacted user name for privacy]
Can anyone help me?Communication is very bad with players. How you can write “someone will contact with you as soon as possible”. It’s possible value minimum 2 days… and i still don’t have answer… I waste my money for nothing? I hope you can help me, supports.

I removed your username to protect your privacy. Please wait for three days before posting here.

I am sorry. We do not currently offer live chat or telephone support. Most tickets are resolved in <24 hours.

If you are getting the wrong response, please update your ticket immediately by responding, and it will go back for a second review and, hopefully, and more-relevant answer.

Since you purchased and registered your game in the US, you should be just fine playing from Singapore in an access sense. I cannot speak to the latency from Singapore, but we have a lot of players in Australia and New Zealand playing on US servers, and they report things are going well. So I would think that Singapore, at a somewhat similar distance, would also be playable. (The quality of your Internet connection will be a factor, of course.)

Where did you purchase the game?

If you purchased the game from us — ArenaNet or an Authorized Retailer — then please contact our Support Team for help.

If you purchased from a third-party seller — and I believe that is probably what happened — you need to contact them to get a refund and then purchase a valid key from buy.guildwars2.com.

Can you provide the exact location of the door that pushed you under the world? Thanks!

The costume pieces are “town clothes” which means that equipping it visually replaces all of your normal gear. In the Hero panel there’s an icon above the hero to switch between town clothes and normal gear.

This is by design – the Heart of the Terebinth is the tree, but we do use an invisible model to simulate receiving something from it. Since this is not a bug, I’ll be moving this to the suggestions forum.

Hi,

Since you already submitted a ticket to Customer Support, you should now wait for an answer from an agent. If you haven’t received a reply to your ticket after 3 days (so on 10/28), please post your ticket information in this thread:
https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged

Thanks.

Hi everyone,

Thank you for bringing this issue to our attention. We have forwarded this concern to the appropriate team and they are currently looking into it.

We will keep you informed as soon as we have more information.

Thank you for your patience.

Hello everybody,
yes, please continue helping by reporting bots. Just to remind you, there´s the in-game tool to do so.
Thank you very much for your help.

Hello everybody,
thanks for your suggestions. Please remember you can report bots with the in-game tool.
Thanks.

Hello MasterFelix,
you can create two completely different characters. However, Iike it´s been said before, you can´t access both characters at the same time.

Hello everybody,
thanks for your feedback.

Hello everybody,
due to the high amount of inflammatory comments, attacks and off-topic posting, this thread will be locked. Thanks for your feedback, though.

Hello everybody,
thanks for your feedback.

Hello everybody,
thanks for your feedback. Remember that you can report bots with the in-game tool. By doing that, you´ll be helping the security team solve this problem faster.
Thanks.

Hello,
please make sure you report the bots using the in-game tool for that.
Thanks.

Hello,
thanks for your feedback.

GENERAL UPDATES

• Added Mad King Chests to the Mystic Forge. These chests always have Halloween items such as candy corn, Halloween crafting materials, and Halloween tonics. There’s a rare chance they may also have Halloween skins for weapons and shoulders.
• Added a Mystic Forge recipe to create Mad King Chests: 1 Piece of Candy Corn, 6 Mystery Tonics, 1 Boost (of any kind), and another Boost (of any kind).
• Tactician Footi will now properly build her cannon after being resurrected in Cursed Shore.
• Removed all hidden trick-or-treat bag nodes from Lion’s Arch.
• Halloween-themed PVP items now salvage into the correct materials.

Everything in Act 1 will be available until the end.

We’re in the process of working on loot drops right now for dungeons.

Thanks for the suggestion, Thaliff.

We are looking at the reported issues to see if there are fixes needed.

I’m sorry that your resolution was delayed because the team needed more information, but getting that information is what protects the security of your account. And when an account has been compromised, it’s especially important that our team takes great care to ensure the agent is working with the real account owners.

The thread with suggestions on submitting a ticket helps players avoid that second wave of questions and answers. If there is anything else you can add to the ticket now, it may expedite the resolution!

Onslaught.5864:

I had the same issue, geting the same message but i got it to work all i did was log out of the game close the client and right clicked the GW2 desk top icon and ran it as administrator then i was able to purches gems. not sure if this will work for you guys but worked for me.

Awesome advice, Onslaught! Thanks for sharing this with other players — it clearly has already helped others!

Since you submitted a ticket, you did exactly the right thing. A team member will get back with you soon to address the issue.

Hey Hiba. See you all the time in game. Good luck finding a team!

Thanks for the reports, everyone! We’ve verified this issue and are investigating.

Lori.6571:

If this sort of tiny protrusion is able to cause these issues and you have to fix them on a case by case basis with landscape tweaks this issue will never get solved. because there are probably thousands and thousands of little glitches like this spread out across the world (and understandably so!). Any meaningful solution is almost certainly going to have to be one where you tweak/adjust/recode-from-scratch your pathing and obstruction methods.

Thanks for the detailed report! While it is possible, and entirely probable, that this game will always have bugs (e.g. Guild Wars 1 still does, and it’s been out how long? ), our current solution is to fix these things on a case-by-case basis. We’re always looking to improve the game and our methods of addressing bugs, however, and we may find that there’s a better way to do so. For now, however, we appreciate detailed reports on where you’re seeing this so we can continue to eliminate these issues.

Let’s keep this thread on topic, everyone; if you are having issues with the leashing system (i.e. the invulnerable messages), please post in an existing thread about that issue or open a separate one.

Thank you!

mynameisyn.8947:

My ticket has not been responded to.

On 10/22/2012 my account was suspended due to an inappropriate name for 71 hours. I found this very unfair due to me creating the character and in less than 2 minutes of entering the game, I realized that the name could be a reported name.

This is the fourth offensive name you’ve used in less than one month of playing the game! There is no need for the team to respond to your ticket because they will not be removing the suspension. Serve the time-out and be aware that with enough breaches, even of something that you might consider “unimportant,” your account is in jeopardy of permanent termination.

I am not saying that to threaten you, but to make you aware that a history of multiple infractions can have long-term consequences. Please, choose wisely in the future.

As a reminder, the Halloween event unfolds over the course of four Acts. You haven’t seen everything, so I encourage you to play through the whole duration of the event before making a final judgment about it.

Degrade.8490:

My account was recently suspended because the person i bought the Serial code from used a faulty card or something. I’ve been trying to contact this guy to get my money back so i can rebuy this game from a trusted source. My question is will i be able to use a new code on this existing account and if i can, how?

When the fraudulent purchase was discovered the account was terminated (as you know) and the code was disabled. You should contact Support to see if you will be able to add a new code to the account, or if you will need to create a new account.

Always glad to see folks helping each other out. Question answered, so this thread will be closed. Thanks!

Yes.

I just checked your account and the agent who handled this went the extra mile and flagged all of the names so that you can rename them all at once. There’s no suspension on this account, so you can do this right away and play when you desire.

We’ve been working hard to get this designed, tested, and implemented rapidly. After testing, we felt that the Epic chests just were not cool enough, and we thought it would be simpler to just do one chest.

The original text of the post was from an earlier version of that messaging.

In reference to my previous post on this thread, we will be providing additional opportunities for you to get Halloween items. You can find details here.

You may continue the discussion on that thread. Thank you.

“Our Halloween celebrations are in full swing, costume brawls are aplenty and the Shadow of the Mad King is falling across Tyria. Because we are as excited as you are, we will add another opportunity for you to get shiny Halloween goodies.

You will be glad to hear that we are adding recipes to the Mystic Forge that will allow you to throw stuff you get from the Black Lion Chests into it to get a special Halloween chest (no key needed for this one). These chests will include Halloween specific loot and give you a second chance to get one of the terrifying, rare Halloween skins. Here is the recipe we will add:

You need 1 Candy Corn, 6 Mystery Tonics, 1 Boost (any), 1 Boost (any) to get a Mad King Chest.

We hope you like this gruesome addition, we will let you know immediately when they will be in the game – enjoy the celebrations!”

A fix has been made, but it won’t be applied to the Live servers until it’s confirmed by our QA department and approved. Normally, fixes are applied to the next content update (which is slated for early Nov) but I’ve asked for them to fast-track this fix, but I don’t have an ETA for when the fix will go live.

Do you know exactly what steps you took to trigger this issue? Thanks!

No worries – as described above, rich veins give more.

Thanks for the feedback. As this thread has run its course, it’s time to be closed.

First, we can only help if we can review the incident. What is your 12-digit ticket number?

Secondly, how have you spoken to the hacker? I’d like to pull those game logs to see that discussion. What you were told makes no sense at all, and I suspect that hackers are coming up with new, creative stories to tell their victims, but it’s worth a check to learn more.

Lastly, in the future we will be able to offer the ARS (Account Restoration Service) in relation to compromised accounts. That free service is not available yet, but we do know it’s very important to be able to offer this in the future, and its development is a priority.

We’d like to help you, but we need the 12-digit incident or ticket number in order to review this.

Update — Wednesday, 24 October

121021-001311 Resolved
121020-000624 Resolved
121016-002743  Resolved
121016-002743 Resolved
121020-002032 Received response today
121018-002905 In queue, awaiting review
121019-002985 In queue, awaiting review
121018-000245 In queue, awaiting review
121019-002197 In queue, awaiting review

Notes:

• Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

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.

Update — Wednesday, 24 October

121021-001311 Resolved
121020-000624 Resolved
121016-002743  Resolved
121016-002743 Resolved
121020-002032 Received response today
121018-002905 In queue, awaiting review
121019-002985 In queue, awaiting review
121018-000245 In queue, awaiting review
121019-002197 In queue, awaiting review

Notes:

• Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.