Guild Wars 2

Draeyon.4392:

@GaileGray

I have posted previously about my ticket so i wont bump with that again, but my question is (and I may have misunderstood this thread) is this thread for people who deleted their 1 time use items and not realizing that or people who did not receive any of the digital bonuses to begin with or both?
I only ask because I am pretty sure mine is the latter of the 2 there as I do not have the mistfire wolf elite skill either (which should be unlocked but is not)

It’s for both issues. Thanks for asking and allowing me to clarify.

As we’ve said numerous times, when we have information about that, we will let you know. We do not have a time frame to provide. As always, we only let you know about things in advance when we are sure about time frame. Thank you.

Hi everyone. Shy, I would ask you to post your incidence in the merged thread. This is an issue shared by other players and it helps us to keep all the incidences together. Thank you very much.

I will proceed now to lock this thread.

Blaze.8127:

i think my ticket is #120905-009031 been well over 5 days now, but i cant login to my support account now =(

The team will assist you with getting into your support account. However, you have submitted multiple tickets about your deleted CE/DDE items. Please be sure that ONE ticket is listed in the CE/DDE thread and close out the others (when you can do so).

Hi everyone.

Evilscreams, have you sent a ticket to Customer Support with this incidence? There´s an official merged thread here. I would ask you to write there your ticket number. As you may read the last posts of Gaile Gray, the team is still trying to figure out the best time to make a distribution of missing or accidentally-deleted DDE/CE items.

I will proceed now to lock this thread.

Galactrix.8196:

Ticket ID:

120825-014906

submitted on 08/25/2012

Posting here just in case because the ticket is 27+ days old and marked as “closed” but I’m still waiting for replacement DDE items. In the DDE/Collector items thread it mentioned numbers being gathered but I haven’t seen my ticket ID mentioned in any of the updates above and there are posts above now saying that there will only be one more big distribution? I don’t want to miss out if my ticket number was overlooked

Permalink to where I posted before for context:
https://forum-en.gw2archive.eu/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/170582

We have not forgotten those who are waiting for replacement of the CE or DDE items that they deleted. As I mentioned, we do not yet have a date for the next distribution. Please be sure this ticket is mentioned in the specific DDE/CE thread. Thanks.

We of course have such limitations in place. The difficulty with that is that hackers have access to a virtually unlimited supply of new IPs to try from.

TheEvilTwin.7126:

My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters(vegealm@live.no). I filed the first complain the 10 september, and no aswere in over one week.

my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080

Looks like you provided an inaccurate serial code, but I found a slightly different one in another of your tickets and an agent will look at this now.

Saywaat.5871:

“120905-000663 Resolved”

not resolved in anyway i cant belive u just make random assumptions..

New ticket is here 120919-008681 asking for a refund of game cba with support not helping in anyway.

NONE of my other acc is hacked… i have diablo 3 , wow etc playing with same passwords as GW 2 when i got “hacked”.

I truley beleive that every time (5times now) u open my account and i changed e-mails and passwords so many times, Its your FILTER that BANS MY ip not some hacker ones.

I need to point out that this issue positively was not on our side. Your ticket yesterday evening said that you were back on the account after creating a new email account and discussing the situation with the team on the new account.

With the repeated incidents, I believe you may have a Trojan or Keylogger on your account. Again, this is not a security issue on our side, but something related to your credentials, to your email account, or to you system. For more information, please see Mike O’Brien’s article on account security.

We absolutely welcome the creative efforts of role-players, but we feel that these efforts should be managed by the players.

Sanya Weathers, a veteran industry community manager, laid out very well and pretty clearly just how huge an undertaking it is for a company to provide role-playing servers and more importantly what is involved in doing it right in this article.

Rematch should happen right around 4pm PST

Superior Rune of the Eagle is not a craftable Rune. I’m looking at it in code right now and there are no recipes attached to it, it comes from Exotic loot drops.

Anablue.2451:

Been 6 days since I got my account back from being hacked, Lost all my gold and items, I know your cant restore items but I lost 6.5gold, Please if you could restore my gold thanks, Ticket number is 120915-005747

No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.

Vorkk.4927:

I just received a response for my ticket (finally). However, it made no sense as per what I was asking… Trying to answer as many tickets as fast as possible with a copy/paste answer is not the best solution. I realize that you guys have a lot of tickets but mine still is ongoing because the GM that responded to it didn’t respond to the question that I asked. He said that I could not get a refund for something bought with gems accidentally when I NEVER asked for a refund. I simply want the missing part of my item. I’m not so sure what’s so complicated in this. I bought the Krytan armor look from the gem store and somehow while transmutating the breastplate/chest piece ’’poofed’’/disappeared and I would like that missing piece.

This has been going since SEPT 2 and is still ongoing…sad!

I expect you will disagree with me, but the team member who wrote you the detailed response was not writing in error. You’ve asked for replacement of an item, and that would involve replacement/refund of used gems, because we do not/cannot spawn items as replacements. So I understand that the language may be unclear, but the request and the response are aligned.

The item did not disappear due to a game issue. It either was accidentally deleted or it was transmuted in error. And neither of those are issues that the CS Team can resolve because there’s no policy or practice that can fix every instance of user error. I’ve accidentally deleted items; I’ve unintentionally sold items. Heck I may have deleted a character in error. But each of those things was my responsibility, because I was not careful. Even though the game has a confirmation process, I skipped over it in my haste and as a result, I lost my items. My fault. My loss. And so it is with any player. I do empathize with the situation.

Usually it goes something like this:

- Joe Example signs up for SketchyWebsite.com and uses his “standard” password
– SketchyWebsite gets hacked or otherwise leaks their password data
– Hackers take this and recover Joe’s “standard” password
– They then may sell this data to any number of additional parties
– Someone decides to attack GW2, and acquires a large number of stolen account passwords
– They then proceed to use every single one of them to see if any line up with a valid account

The thing to realize is that there is a very active black market for stolen account information. The original leak may have nothing to do with video games at all; but the accounts are valuable, and the data can change hands any number of times before it finds its way to someone who wants to specifically hit GW2 (or any other online service).

When we are able to give you information about when the Guest system is available, we will do so. Right now, we don’t have a time frame to provide you.

Password strength is a complete red herring in most modern account compromises. Keyloggers also are a popular scapegoat but are actually not used as widely as some claim; the fact is that scraping the data from a keylogger to find passwords is actually very manual-labor intensive and not cost-effective for hackers.

The reality is that attackers are not using brute-force methods to obtain credentials. They already know the credentials, because they have them from other leaks and breaches from around the internet.

As the blog post states (better than I could), the problem is that people reuse their passwords/passphrases/magic tokens/etc. and that leaves them vulnerable to precisely this kind of compromise.

There are no plans to flag a World as an official role-play Word. The amount of customer support overhead involved in enforcing RP names, in-character chat, etc., not to mention creating policies and rules governing RP, is a massive undertaking. We would prefer that community members self-organize.

I think Crise already did a great job covering the mathematics behind password strength, so I only have this to add: the problem is that it is far easier to remember “correct horse battery staple” than it is to remember “MA4n4%$&7854kkn4q32kl2$(24cb” (which is the same length).

What we would like is for our players to select comparatively strong passwords (versus “twilight” which is weak in about every sense of the word) which they can remember easily. Mnemonic passwords like the 4-word example are much easier to handle as a player than cryptic “strong” passwords.

Our experience shows that if it comes down to choosing a traditional, “strong” password, versus something easy to remember, people will elect for what they can remember virtually every time.

If we can help players increase the security factor of their passwords without compromising the memorability, then everyone wins. That is the motivation behind the blog post.

Hi,

If you validated your email address, the ability to change it via the Account Management site has been temporarily disabled, for security reasons. You’ll have to submit a support ticket via http://support.guildwars2.com/ to ask for it to be changed (please make sure to explain that your email address was validated).

Thanks.

We can’t have any recipes that are karma/coin only due to the ease in earning karma and coin. The change with butter (and the other ingredients that were moved off karma) were the fewest amount of items needed to be moved to address the recipes that were an issue. The alternative to butter was both flour and sugar. I will not move butter back to karma, but I can look at other potential solutions to the surplus.

I will alert our UI team to this thread so they can take a look at it, considering all your feedback for an enhanced LFG system. I’m not going to make any promises, but I will at least make sure those who are responsible for this system will get your feedback.

Thank you all for your constructive criticism and feedback.

Hi there, Plinius.

Glad you enjoy it! Please, check here for that.

We’re aware of the issue. As you can probably imagine, investigating and verifying and reviewing each and every report of a bot takes some time. Customer Support is working as fast as they can. Thank you.

Anything that automates game play to the point where you are able to not actually play the game as-intended (example: you can walk away from it) is considered a breach of the User Agreement.

Thanks for the feedback all! I’ll discuss things with Izzy and see if any action is needed. As a note, I did not put any butter or chocolate in the bags dropped from Undead. It just felt too icky.

Hi Oddzball.

As far as I can see, you got no infraction whatsoever for that particular message. In any case, if the day comes when you think an action by the mod team should be checked, do not hesitate to send an email with the details for forum@arena.net .

We will proceed now to lock this thread.
Thanks.

If you have a better suggestion for German, please let Martin know on the German forums. If you have a better suggestion for Spanish, please let David know on the Spanish forums. I’m out of my depth here.

Hi there, Dean.

As the other users have correctly pointed out, you need to contact Customer Support and send them a ticket explaining this problem. They will contact you soon.

We proceed now to lock the thread.

Tharjax.9068:

Also if the LFG system does not stretch across maps then essentially players are still stuck in the map of the dungeon?

Correct. You would have to leave the dungeon to LFG back in the open-world map. The instance remains open for (I believe) 15 minutes with nobody inside of it. So just make sure you pop back in once in a while to refresh the counter while you’re looking to fill your group.

The main problem I see with our LFG system is that it is tucked away inside your contact menu (which to me is incredibly weird, but I’m a content designer, not a UI designer.. so I’m sure there is some reason for it being hidden in there), which means not everyone is using it, since not everyone knows about it.

Spread the word!

there are currently no plans to implement a dungeon finder.

If you are having trouble finding groups for dungeons, you can use our LFG system. Open up your contacts menu in-game, and there should be an option in there for grouping. That way it’s not just people standing out in front of dungeons shouting LFG until someone invites them. This system does not stretch across servers, or to other maps.

skullmount.1758:

It would be nice of them though to give us some kind of idea on how they think they are going to fix the rewards and difficulties.

As much as I would like to do a “This is what we’re working on” – doing as such hurts iteration. Because if I say something now, and after its focus tested we have to change that system, then I’m considered a liar, and our integrity is diminished as a result.
We play this game too. We know that the dungeon rewards aren’t where they need to be, and we’re going to work on it until we are happy with how it feels. Monday’s patch will be the start of our efforts to correct the problem.

We have completed the Wolf finisher and it will go in as soon as we put out a new build. You guys are too good and got there faster than we could build it. Rest assured we are already almost done with the next one so we don’t expect this to happen again.

Jon

Hi Castor Zenith.

Have you checked your spam inbox already?

If there´s nothing on it then you have to create a new request by Customer Support. You need then to enter a valid address in the “email tab” and select “Email Authentication” as the issue type. On “Subject” proceed to write “Authentication mail not received”. You will need then to fill the question tab with a description of the problem and, very important, do not forget to include the following details:
-Full displayed name
-GW2 serial code
-Gaming account name
-And the mail address with which you have registered your account

Hope this helps.
Thanks.

Hi everyone.

Thanks for your concerns. We are currently working on a solution for the spamming and will keep you updated. Please, keep on reporting as soon as you see examples of botting/spamming.

We will proceed now to lock this thread.

Hi Marcomanno.

Thanks for bringing this to our attention. The team is fully aware of that and working on it. There are still some issues with the BLTP so if the page does not load try to reset the game.

We will proceed now to lock this thread.

Hi everyone.

Azure Prower, we do receive emails in that email address and they are being checked; that does not mean that we can offer a personal answer to each of them. Your case will be looked into, if it has not been looked into yet.

We proceed now to lock this thread.

Hi Mrpopo.

Thanks for asking. Unfortunately we cannot provide you an estimate date of arrival but we will keep all of you for sure updated on this issue. We are working on it. Please, do not forget to check often that merged thread.

I will proceed now to lock the thread.
Thanks again!

Hi everyone.

Thanks, StarsLife and Serval, for pointing out the right direction. We do not want the forum to be filled with personal data about other players; the best and the most efficient way to help us is to use the email mentioned above or the in-game reporting tool.

Thank you very much.
Now I will proceed to lock this thread.

Hi everyone.

We encourage all kinds of discussion/conversations about the game as long as they are kept constructive and civilized. As this thread has ended up being rampant, I will proceed to close it.

Hi everyone.

Thanks for bringing this to our attention. I have taken note of the issue and I will proceed now to lock this thread since this seems indeed to be an exploit. We would like to ask the users to report it as soon as possible.

Thanks again!

Hello,
we understand your concern but due to the high amount of submitted tickets, the support you need might be indeed delayed.
We apologize for this inconvenience.

Attached are a collection of charts showing the queue size of each map for a given world. These charts are for the North American worlds.

This data was collected from 8:00PM Sept 14th to 9:30PM Sept 18th. I believe the time zone listed is UTC, but I’m not 100% sure about that.

There can be up to four lines on each chart, one for each map that world is playing on. A line is only present for a map if it was full and there were people waiting in a queue. The map abbreviations are:
EB – Eternal Battlergrounds
RB – Red Team Borderlands
BB – Blue Team Borderlands
GB – Green Team Borderlands

Be sure to pay close attention to the vertical axis on each chart as the scale changes from world to world. Some worlds have hundreds of people queued for all four maps while other worlds might peak at a hundred in queue on one or two maps.

Unfortunately I just realized I didn’t put the world names on the chart. A chart’s filename matches the world it represents, so you’ll need to look at the end of the url when looking at a chart (or before clicking on it) to see what world it represents.

We thought these charts would be useful information for people to see, as it helps illustrate why some worlds have much longer waits than others. Hopefully it will also help some people decide to leave some of those higher population worlds for one of the worlds with smaller (or no) queues, which would reduce the queue pressure on the overloaded world and help provide more manpower for the smaller world.

Some other information we gathered from this timespan:
- Almost 30% of the total players who logged into the game queued up for WvW
- About 3% of the total players who logged in and queued never got in.

We’re completely ecstatic about the first number and not happy at all about the second. We’re looking at a number of short term and long term solutions that should help make that second number go down even if the first one goes up. As we make progress on those solutions we will keep you updated.

Attached are a collection of charts showing the queue size of each map for a given world. These charts are for the European worlds.

This data was collected from 8:00PM Sept 14th to 9:30PM Sept 18th. I believe the time zone listed is UTC, but I’m not 100% sure about that.

There can be up to four lines on each chart, one for each map that world is playing on. A line is only present for a map if it was full and there were people waiting in a queue. The map abbreviations are:
EB – Eternal Battlergrounds
RB – Red Team Borderlands
BB – Blue Team Borderlands
GB – Green Team Borderlands

Be sure to pay close attention to the vertical axis on each chart as the scale changes from world to world. Some worlds have hundreds of people queued for all four maps while other worlds might peak at a hundred in queue on one or two maps.

Unfortunately I just realized I didn’t put the world names on the chart. A chart’s filename matches the world it represents, so you’ll need to look at the end of the url when looking at a chart (or before clicking on it) to see what world it represents.

We thought these charts would be useful information for people to see, as it helps illustrate why some worlds have much longer waits than others. Hopefully it will also help some people decide to leave some of those higher population worlds for one of the worlds with smaller (or no) queues, which would reduce the queue pressure on the overloaded world and help provide more manpower for the smaller world.

Some other information we gathered from this timespan:
- Almost 30% of the total players who logged into the game queued up for WvW
- About 3% of the total players who logged in and queued never got in.

We’re completely ecstatic about the first number and not happy at all about the second. We’re looking at a number of short term and long term solutions that should help make that second number go down even if the first one goes up. As we make progress on those solutions we will keep you updated.

Sorry, yes, the 9/24 update.

Actually, with a chargeback, it’s likely the account will be terminated. There’s no way to undo a chargeback, and it is the worst way to deal with issues. Our team will work with players to get things sorted — chargebacks aren’t the way to get things worked out, believe me.

To the OP: I suggest you make sure your mail box is empty — I mean completely empty — and then you log out and log back in to see if the purchase appears. If not, contact Support.

Saria.9386:

can I get atleast confirmation if its refunded or not though?

Gosh, Saria, I wish I could tell you! Can you please contact Support to find out?

P.S. I’m glad you decided to keep the account.

Alyn.5964:

So am I going to have to contact customer support and ask them for a 24 hour “lift” every time I want to buy some gems? If so, this is ridiculous.

The system is designed to protect the account holder, the CC vendor, and the company offering the products. And yes, for various reasons, sometimes people do need to get a waiver in order to purchase through the Gem Store. I appreciate it’s not ideal, but it’s a way to allow credit cards or payment systems that might otherwise be instantly rejected to be able to make the purchase. IOW, it’s a work-around that benefits the customer, even while it also requires a bit more action to accomplish the purchase (for which we apologize).

Naturally, budgets are different for different folks, but one way I can see to work around this inconvenience is to save up and make a somewhat larger purchase less often. Just a suggestion, and of course, you should do what’s best for you!

iBones.8750:

I logged on after roughly a week without playing, only to find my characters wiped just about clean of currency and items. I had heard of the phishing emails and as such, didnt open any. I even open emails on my phone, so there is definitely no link to my GW2 account there.

First thing I did was open a support ticket and explain my case. After about 5 days, I received a reply stating that there is no way to restore my items. The tools that ANet possesses just dont allow them to do this. They went on further to tell me about ways I could improve my account security…which I had done all of them prior to the hack…

My question here is, what gives? This hacking is widespread enough to merit announcements and reminders on how WE can better protect ourselves, but clearly, there has to be more to it. Iv’e never been hacked in any other game ever. I have been playing mmo’s since ’04, and literally have never been hacked. So why the change now?

Aside from the lack of support that my support ticket got me, I’m not here to troll or flame up, I really am curious what ANet plans on doing about this. After 8 years of gaming, did the moons align and It was just my time to be hacked? Or is there something I had no control over that got me into this predicament?

Here is a very detailed, helpful, and informative article on what we have done and intend to do and what you can and should do, as well.

When you say you received now help, I’m sure you received help getting you back on your account. Please read the article to learn how better to secure your account, for even someone who has never been hacked (before) will benefit from that information.