Guild Wars 2

White Owls.4360:

What if we got banned for 2 weeks for saying one bad word?

Well, then, you’re not hacked or permanently banned, are you? If you were suspended for two weeks, then you had more than one infraction. The first suspension is only 72 hours, but it scales up for the second — and I mean incident, not two reports of the same incident.

I will leave this unmerged, so that you and others know that we are tracking issues in the Gem Store thread (sticky post in this forum) and that I just sent an email 10 minutes ago asking for more information to provide you. This is on our radar, for sure!

Please contact Support and they will help you! http://en.support.guildwars2.com/app/ask/

VisualDeadlock.2163:

Update on my issue:

They sent a response saying that I can purchase gems for 24 hrs. I did so, and purchased 4000 gems (extra, so I dont go through this mess again).

My issue is that I am currently living and playing overseas but used my US Paypal info to pay, which their support guy said was the likely reason why I was flagged.

My question is, outside the 24 hrs, what are we supposed to d if we want to purchase more gems?

May I have your 12-digit support ticket number? We’ll look into this for you.

Guys, you’re right. I look through this thread and I feel bad — you’re not getting as much information and you should, and I apologize for that.

I’ve sent off an email to the team who is working night and day on various issues related to the BLTC and the Gem Store. I hope to be able to post more in the near future or perhaps one of their team members will post an update. But in the meantime, please accept our apologies for any difficulties you’re experiencing.

If you bought and did not get your gems, update your ticket (don’t make a new one, it slows the process) and we’ll watch for those. If you cannot purchase, we also need to look into those situations. We appreciate your interest in purchasing gems and believe me, we want to make it possible for you to do so!

Thanks, again, for your patience.

Synicle Jester.1345:

So i bought gems in game over 24 hrs ago and have yet to receive them in game. I was charged on my Credit Card and even received the verification email stating as such. I have filed a support ticket to this as well with no help. I would like some insight into this situation seeing as i have already been charged without delivery for i’d say quite some time now.

I’d like to get your 12-digit support ticket number so we can give this a look. Thanks.

Charge-backs are bad for you and for us. I strongly encourage you to wait for assistance or, if you really want to permanently close your account and receive a refund, go ahead and put in a request through our support team.

I’ve done charge-backs in the past (like for a mechanic that totally trashed my classic car’s engine — major things like that). It’s a long and painful process and your CC has a limited amount of tolerance for such procedures. The refund process, if you truly want to do this, will be less difficult and you won’t be using up your CC’s good will if you need their help in the future.

But please consider that a charge-back or a refund results in closure of the account. It’s not like you can charge-back now and add a code later. The account is forever closed, and all attributes and history — including the HoM — are lost. As a player, I fully understand the frustration of waiting. But as a player, I want you to know how serious a refund or charge-back can be, since people seem to think it’s a simple thing that doesn’t have long-lasting repercussions.

Lastly, we have an A+ rating with the BBB. It does not get any higher. I’m very proud of our stature with such an excellent organization. I respect the BBB very much, and I think it’s important to use them only for situations that are truly needful of their involvement, not as a means to try to move a support ticket up in the queue. Honestly, that’s a waste of their time and given the faster turnaround on tickets, it’s probably a waste of your time as well.

Bina Fydan.3512:

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

Our Support Team offered telephone support for a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.

diegofsv.2781:

A friend of mine bought the game from you guys in July. He was charged by NCsoft, but never got any e-mail with his serial key. He can’t find any free phone to resolve this (a charged 40 min international call is out of question) and none of their e-mails get any kind of answer. What can he do to resolve this? Whats the best way?

The best way is for your friend to go to support.guildwars2.com, use the “Ask a Question” tab, and submit a ticket. Use a descriptive title — like “Charged — Did Not Receive game Access” — and not “Help.” Put at much information as possible in the ticket. (See my post in this section about information to provide in a support ticket.)

I anticipate your friend will hear back within a few days.

wizgamer.7123:

The online support system I’m afraid. He probably won’t get reached for another week or so, though. They are inundated with issues

Please do not respond to threads in this manner. Your information is inaccurate and unhelpful.

It is not appropriate to make a thread and repeatedly “bump” the post in order to try to force attention on the subject. We understand that it’s frustrating to wait for help, but you should send a ticket, not submit additional tickets, and wait for assistance. That’s the fair, mature, and reasonable thing to do.

Rivion.2374:

I just got my account name restored i logged in and all my profession items, gems, ores, etc etc have been cleaned out! Will i ever get at least some of my stuff back? seriously that kitten took hours to collect and its all gone after having to wait 6 days for support to finally restore my account i’m not sure about what should i be the most mad about, waiting 6 days to play because of low security or having my account restored just to find out hours of collecting have been burned out… not to mention a bunch of yellow items along with my small skulls -.-

I think you’re not understanding what happened. Access was returned to you, you were reinstated, but actual account restoration is not possible at the present time.

I suggest that you improve your account security and resume playing, but if you want to wait for the restoration service to be put in place you can do so. I do not have a timeframe for that program’s start date.

Alexixiv.4582:

I do… it saddens me to see my friends playing without me…
week long tickets are bad…

I’m sorry that you’re not in the game, but where in the world does 4 days equal a week? The team will help you, no matter “a week” or “four days.” Just hand in there.

If I had to take a guess, I’d say that fewer than 5 people out of 100 really don’t know why they got a suspension for language. It’s not effective for us to spend time chasing after “I didn’t do it” with “Oh, yes, you did, and here’s precisely what you said” for an indefinite period.

The Reddit post served an excellent purpose, and we kept that up to date for several days. In the end, it was clear to anyone with half a brain that the language that was actioned truly was offensive, and the players thus suspended truly did deserve that brief time-out.

As we’ve explained, unless someone engages in really bad language on a repeated basis, slips of the tongue are forgiven, and breaches beyond that do not result in “bans.” Repeated violations may result in termination, but that’s very, very rare. The suspension serves as a warning, and they help make it clear that we intend to, and will, keep the Guild Wars 2 game world pleasant and welcoming for everyone.

Yes, please PM me your ticket number(s) and I will try and get it taken care of.

Thanks!

If you are specifically seeing a message about “hacking” or “tampering with the game” then this is a different situation from your account being compromised.

Regarding that specific message (i.e. hacking/tampering), there may have been a mistake with our security monitoring systems last night around the time that the nightly update was released. I am investigating the data from that time period to make sure that we aren’t locking out players without good cause. If I discover that this has occurred I will work with Customer Support to get those accounts reinstated as soon as possible.

Thanks for your patience while we get to the bottom of this!

shalav.1478:

I submitted a ticket on thursday about a refund because when I purchasedc the game it purchased 3x, I need this fixed, please respond to my ticket PLEASE

Refunds take a few days, but I do believe it will be processed soon. We absolutely do not want to double (or triple!) charge you, and we will correct this for you. Thanks for your patience!

marcusbash.8642:

The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.

Ariex.6379:

[Incident: 120905-001631] Still not handled after a week now. Cool.

But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?

Morningstar.3587:

Honestly, I feel that I have a lot more faith in the support team. Now that I know they are doing it in chronological order, while taking care of support tickets for various other issues aside from account-related.

I was only concerned because I thought that they were only prioritizing hacked account tickets, and taking care of easy tickets on the side.

But now that I can see where I stand in the assistance, I am relieved.

120902-013528 (my boyfriend’s ticket for his overlapping accounts)
120902-016895 (my ticket for my overlapping accounts)

I’m still a couple days away, but waiting for my turn is making me run in circles = O.

Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.

Ensir.1457:

This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await

My ticket is running for 2 weeks now and still ticking

Oh goodness, this is not the all-inclusive list of addressed tickets! This is a response to those who specifically posted in this thread. There were hundreds and hundreds of tickets resolved in the same timeframe — I’m just answering those who posted.

Also, not most, but very few of these were using the karma exploit — I think just three, maybe?

Please don’t jump to conclusions or make sweeping assessments. It doesn’t do you, the others players, or us any good at all.

satansblade.4579:

I upgraded my account to digital deluxe, and recieved all of the items that should have been coming to me, but I did not get my Mistfire Wolf Elite Summon for my character. I paid ~25$ specifically to get this skill and I did not get it.

I know others are having this same problem as well, as many are talking about it in the in-game chat. Come on Arena Net, what is going on? We paid good money, and most of us paid it for this skill. WE WANT IT.

And yes, I am above level 30, so that is not an issue. I really want this fixed ASAP. I paid good money for the upgrade, and I want the abilities I was promised.

Your team could update us on this at the very least, as I know others have asked this question as well.

I will check on an update about this, but in the meantime, have you submitted a ticket? Just want to use that as a report, if you have put one in.

noobdestroyer.4271:

Well the whole we will resolve this issue in 72 hours for hacked and subsequent banned accounts is total bs. Especially when I see others post about getting hackban fix in 1 day.

I submitted a ticket 72 hours ago and all i ever got was an auto response with instructions on how to authenticate or reset paswword. Which doesnt help if the account is banned.

I still dont even know why i got banned?

Im at the point where I think I am just going to give up and move on. Even if they do fix my account, I dont think I could play anymore. The whole thing just gives me a bad taste in my mouth. I feel like I got screwed over and taken advantage of from ArenaNet. Thanks for nothing ArenaNet.

Time to call my bank and get my money back and issue complaint with BBB.

Doing a charge back isn’t necessary. The Support Team will give you a refund although yes, there will be a delay. (But honestly, there will be a delay with a chargeback or a BBB complaint, too.)

I hope you can work with us on this, even while I know it’s frustrating right now.

Bluest.5123:

Why won’t they even mention why or at least give a reason why you cannot remove your credit card information.

It’s almost a shady money grab.

I can offer a partial answer, and then get more info for you later.

The purchase sites are extremely secure. And from what I recall, on our end the CC number is encrypted and not retained in it’s visible state. So if you can see it, I believe that we cannot see it, it just looks like **** to us.

Will get you more information if this remains a concern, but I really feel you’re ok.

We are not currently in the position to restore accounts, and in fact an account restoration essentially does a “roll-back” of the account — the entire account. So there’s no way to “un-delete” a character, and no way to restore a single character to a previous state, at least as this point in time.

We will be able to provide the Account Restoration Service in the future.

Hey there,

We’ve got a bug filed on this issue, and will be able to get a fix in for it as soon as we can. Currently, the blocking issues reported via these forums are in a high priority queue to be looked at. We’re actively working on the issues as quickly as we can, but everything is in that queue—meaning it may take a bit longer to fix certain issues than others.

Thanks for your patience, and for the updates and reports. Sorry for the trouble, but rest assured—all of these issues are being actively worked on.

-Tim

Hey everyone,

We’re fervently working on seeing the reported blocking issues fixed, so please sit tight as we work toward solutions. Everything that’s been reported is in a queue to be fixed, and we’re working through that queue as quickly as we can. Rest assured, every bug that’s been listed here on the forum is on a great big priority list.

Thanks for your patience, and for the continued updates—in turn, we’ll continue to do the best we can to resolve these issues in as timely a manner as possible.

-Tim

Hey everyone,

Please bear with us as we iron out our process for update notes. Here are the notes that we have compiled from the last 3 nights. I will try and post a daily update here as long as we are doing daily builds. As the build cycle begins to slow down a bit we will be able to create and maintain a more consistent form of update notes.

Thanks,

Jon

UPDATE NOTES – 09.08.12
Traits
Engineer
· Updated the Engineer’s Firearms trait – Juggernaut. New text for the trait: You gain 200 Toughness while wielding a Flamethrower. In addition, gain might for 15 seconds every 3 seconds, as long as you remain in this weapon kit
· Fixed a bug with Go For The Eyes. It can now only trigger once every 10 seconds.

Skills
Mesmer
· Fixed a bug with Signet of Illusions. It now give phantasms 50% more health instead of 300% more.

General
· Fixed a bug that should help resolve almost all of the broken skill challenges players have been running into.
· Ranger pet swap recharge is now the same in and out of combat. This closes an exploit with swapping ranger pets to generate very long buffs.
· Ranger pets should now immediately use their F2 skills when told instead of first performing an auto-attack.
· We discovered a bug in Monthly achievements that was causing some players to complete in August while others did not. We ae forcing completion on all players who are currently at 100% to even out this bug for those players who have completed their monthly achievement. In the future, monthly achievements will turn over on the first of the month at midnight UTC. Daily achievements also roll over for all players at midnight UTC.
· Fixed numerous events and event chains that were blocked.

PvP
· Max Glory cap per PvP match is set to 350. You now receive an achievement for reaching this cap in a given match. This closes an exploit that was letting players farm hundreds of glory per match by trading wins.

Story
· Fixed a blocking issue in “Forging the Pact.”

Crafting
· Players can now do the production portion of crafting without having to pull the resources from their bank. Note: Discovery still requires use of the bank. This is something we would like to change but decided that getting part of the way there was better than making players wait for the entire fix.
· Fixed a bug with the recipe for Ginger Pear Tarts that excluded Dough from the recipe.
· Increased the karma costs of all Bulk Cooking Materials.
· Increased the refinement costs of all Wood Planks from 2 logs to 3 logs.
· Yellow Dye recipes now include Onions instead of Celery.
· Adjusted the ingredient costs on Dye recipes.
· The following Cooking Materials are no longer sold for Karma and are now acquired through drops, gathering nodes, or loot bags: Butter, Chocolate, Vanilla, Chili Peppers, Thyme, Black Peppercorns, Cinnamon, Bay Leaves, Walnuts, and Oranges.

Hi everyone,

This subforum is not appropriate for suggestions or game feedback.

As the appropriate sections are not opened yet, I will close this thread.

Thanks for your understanding.

Hi,

Please check this page for more information about your problem.

I’m closing this thread.

Hi Everyone,

Since the appropriate sections for suggestions and feedbacks are not opened yet, I will close this thread.

Thanks for your understanding.

Borishnikov.7368:

I saw Gaile posting in forum 3 minutes ago, I hoping he’ll post an update on ticket..

120902-016533

Just FYI, I’m not a “he.”

Guys,

While this is a discussion forum, there’s a ton of chatter in this thread, and that slows the process of getting you the help you need. Please post once and only once, and please include your 12-digit support incident or ticket number.

Let me explain. I’m reviewing incident numbers, working with several customer support agents. I can pull the incident number, but it took me more than an hour to do that last night because I kept having to sort through the list — every single time — to see if someone kept posting again and again. The last thing I want to do is send a list to the agents with the same incident number 5 times, or have them look up the same ticket over and over again.

Also, please do not exaggerate the time you’ve been waiting. You will be helped, and it’s nor really right to say “I’ve been waiting several days” when it’s been one day.

So if you posted multiples, please go back and edit to remove them. Things will move more swiftly for all of us if you do.

Thank you for understanding.

Guys, there are times when we send a general email to everyone in a queue. This email contains information that will help some players, even while others will still need personal assistance for their particular issues.

Don’t hate on Lance — the email he sent really did help a lot of players “self-help” themselves and get back into the game or get whatever their issue was fully resolved. If it did not help you, and if your account is hacked or banned, (and if you have not already done it), please post in the Banned/Hacked account post in the sticky post area of this forum.

Please do not post multiple times, but do post once and do provide your 12-digit support incident or ticket number.

Thanks for understanding. I’m going to close this thread because it’s really not helpful and there are better means to get assistance.

Hi,

The appropriate subforums for suggestions/feedbacks are not opened yet, that’s why I will close this thread.

Thanks for your understanding.

Hi,

Please refrain from posting suggestion/feedback thread while the appropriate subforums are not opened yet.

Thanks!

Hi,

Please refrain from posting suggestion/game feedback thread while the appropriate subforums are not opened yet.

Thanks for your understanding.

Hi,

Please refrain from posting suggestion/game feedback topic while the appropriate subforum are not opened yet.

Thanks for your understanding.

Hi,

This thread is about game feedback, that’s why I will close it.

Please note that the appropriate subforum are not opened yet for these kind of threads.

Thanks for your understanding.

Hi,

A few fixes have just been deployed to the live game:

1. When a buy order partially or completely fails, the unspent coins are now refunded back to your character’s wallet. Previous a bug had the unspent coins going to the pickup tab.
2. The My Transactions page now allows you to access all of your transactions – it now paginates properly.
3. Icons should now properly appear in the My Transactions page

Note – when cancelling a custom buy order or completing a sell order will still be returned to you via the pickup tab. This is by design.

We’ve got more fixes and improvements in the pipeline, and we’re still researching players’ problem reports. We hope these fixes help.

I strongly encourage you to contact Support to ask about a refund rather than submitting a “charge back” on your credit card. We will work with you on the matter of a refund. Please note that getting a refund or doing a charge back can have long-term consequences on your account. I advise that you learn about that before starting the process, although of course you are welcome to do as you choose.

If you posted in the other thread — Old/Unresolved tickets [merged] — please note that there are a few updates, including one just now.

Here is tonight’s update. As you can see, a whole lot of tickets have been addressed in this batch. We strongly believe that, except in cases where we need additional information, a large majority of the other issues that are in the queues now will be resolved by the end of the weekend.

120901-002179 Resolved.
120830-007345 Resolved
120831-006906 Resolved. Karma exploit issue — account is reinstated.
120827-009187 Resolved
120830-016639 Resolved
120830-018172 Resolved
120822-002717 Resolved.
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120830-003200 Resolved yesterday.
120825-002495 Resolved
120831-007656 Resolved
120831-004357 Resolved – player had a typo in their login name.
120830-006425 Resolved
120831-011270 Resolved
120829-011451 Issues resolved on 9/3/12
120831-020256; 120903-009558 Resolved
120831-015265 Resolved – stolen account
120831-017385 Resolved – stolen account
120830-009375 Resolved
120829-007119 Resolved
120831-015962 Resolved
120831-007980 Resolved – Authentication problems .
120829-017006 Resolved
120831-021599; 120902-001379; 120905-005822 Resolved – stolen account
120828-008637 Responded today.
120829-007642 Resolved – stolen account
120831-015403 Resolved – stolen account
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120826-011456 Requested additional information from the player. Can you confirm this is resolved?
120831-008189 Player’s account had been hacked – Reset password (a second time). Let us know if that did not help.
120831-012902 Tome questions; explained that influence cannot be moved or reimbursed.
120830-015908 2 accounts, linking issues; will be resolved soon.
120828-015981 Missing gem issue; still working on this issue.
120830-016564 Mislabeled as duplicate, issue reopened and assigned to German language team for resolution
120828-017417 Serial key stacking issue; solution offered yesterday.

A few general observations:

• Please provide your oldest ticket number when you post.
• Please go in and close your other tickets; that will help you and us.
• If you have more info, or want to check on the status, update your oldest ticket.
• Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
• Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting ) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
• We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.

Hi, everyone.

Please see the latest Game status update on the wiki: http://wiki.guildwars2.com/wiki/Game_status_updates

Thank you.

I’ve got something in the works to allow me to obtain these Corrupt-*.dat files from you guys. No ETA, unfortunately. = \

Did you select the “Activate the switch” option in the conversation? Closing the conversation window or walking away without selecting that error won’t progress the story. Hope this helps!

Hello Rancor, you can try using the Anchor on the area where the stasis bubble was, not directly on Maeva. That should work! Also are you sure the Anchor didn’t drop when you died and you didn’t retrieve it at that location? It seems to stick around when you drop it, but finding it after dying could be difficult. Let me know if this fixes your problem

Hello, Larken —

From your description it sounds like you’re hitting the “Repairing data archive” dialog (the one that doesn’t look like the pretty launcher). Unfortunately, that dialog means the file-table stored inside of Gw2.dat was corrupted. = (

That repair-process is completely separate from the ‘would you like to repair?’ and ‘-repair’ options. What it’s doing is attempting to salvage what it can of the list of files. It does this by looking at each entry in the table and comparing its checksum against the file’s data on disk. If the entry doesn’t match, that file can’t be recovered and must be re-downloaded.

That code runs at a much lower level than the ‘-repair’ process, and, sadly, it can’t be skipped. If you’re hitting this, I strongly recommend that you run your hard-drive manufacturer’s diagnostic program to ensure that your disk is healthy. You could consider running a memory-diagnostic such as MemTest86+ as an additional sanity-check.

Only Common Crafting Materials and Fine Crafting Materials have storage slots. Rare Crafting Materials do not.

If you are chatting privately with a player and that player reports you, and you are found to be in violation of the Rules of Conduct, then that investigation and the results will take place in accordance with our policies.

So in the example given of someone having a private discussion with their girlfriend: if their girlfriend reports them to Customer Support, then yes—there would be consequences if the person is found to be in breach of the Rules of Conduct.

The same applies to guild chat. If you’re talking in your guild and a guild member reports you, there would be consequences if you’re found to be in breach of the Rules of Conduct.