Guild Wars 2

I scan the email link VERY carefully before I click, but yes, we do sometimes send things out as The Guild Wars 2 Team. Keep in mind that anyone can put any name in their “sender” profile, so use caution when clicking links in any inbound email.

The first thing I wonder when I hear about “code in use” issues is “Where was the game purchased?” There could be an issue, but it could be that the code was distributed more than once. Do you have that info?

There were no official discussion forums for the original Guild Wars game. In June 2011, we opened up customer support forums for the original game. Game discussion for the original game takes place on fan-run forums.

As we mentioned in this post, we will open up additional Guild Wars 2 forums when our developers are satisfied that they’re performing well under heavy load.

We have team members working on a lot of issues, from hacked accounts to linking issues to everything in between. The main focus is hacked accounts, it’s true, but the other issues are definitely on the radar as well.

We instituted account restorations in fall of last year. (See the Guild Wars Support Forums for more info.) We do not currently have the ability to conduct a restoration, but we have the data and could — after research and verification — conduct the restoration later. I think the first thing is to get back on the account and enjoy the game. But certainly if someone wishes to discuss an account restoration the team is happy to do so.

Pringles.5192:

I have my CE box, but don’t want to open it for the serial code. I totally forgot that this would happen because I used that account mainly for closed beta and early access. I bought a digital copy for this, but have played 50+ hours on the CE account and don’t want to start over. I know it is my fault, but can you guys please move my character(s) to my digital copy? It would mean a lot if you guys cared enough to fix my problem.

I have some characters on my digital copy, but are only lvl 4-6. Should I delete them now so transfer is easier?

We cannot transfer characters from one account to another. If you’re playing on a CE Pre-Purchase code, I believe you need to open the box to add the retail key. (Sorry if I’m not understanding the question.)

Al Zheimer.2305:

If there’s a final code inside the box, why is Arena Net saying that people who pre-ordered the Collector’s Edition “must go back to the retailer to get the final code” ?

According to Arena Net’s post, only pre-purchasers of the CE got a definitive code (but there was no pre-purchase option for the CE from this retailer, only pre-order).

Please read this detailed post to understand better.

Agents are involved with all types of issues. Hacked accounts are a priority, but they are not the only focus.

Your ticket is one day old. Please understand that it will be necessary to ask for understanding while the team staffs up, gets trained, and tackles issues that preceded yours.

SiX.4807:

My friend asked me to post on his behalf since he still doesn’t have access to his account. He generated a ticket (120903-012975, 120905-000445) after he was denied access to his account subsequent to receiving first an email with a password change request and then an email account change notification from Arenanet. Anything you can do to help would be greatly appreciated.

Thank you.

The team will help him, but this happened a couple of days ago and some people have waited longer. We’re trying to get to to everyone very quickly, and with new team members, we’re training as quickly as possible and hope to have even more resolved in the coming days. We just need to ask for a bit more patience, please.

crazyguy.3675:

Thanks for the info, it seems i’ve done it correctly this time. Created a new with the date and ref# and closed the other ticket I had.

I hope this gets looked at faster.

Baringo.1734:

I closed my redirecting ticket to my older ticket. But i kept my 9 day old german support ticket open as i think/hope/guess that i may get an answer someday.

But i also made a “new” ticket (3 days old) with the english support as i can priorize tickets there with tags (Hacked account) which is impossible with the german support… so no i won’t close that ticket :P

orca.1806:

I closed out my additional tickets as per this post. Please don’t be steering me in the wrong direction, Gaile =/

ONEone.4823:

lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…

Kirjon.8612:

Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?

Can each of you give me your 12-digit incident or ticket number (or numbers)? Please post them in your post above, when possible, to add to the thread. Thank you.

Alderex.4389:

My friend has his accounted hacked so I am posting for him.
If I submitted a ticket for a hacked account using http://en.support.guildwars2.com/app/account/support/ will that be prioritized like other hacked accounts? I just now saw that you say to use http://en.support.guildwars2.com/app/ask/ according to the link here,
Should I submit another ticket using the Ask A Question and refer to my old one in the subject, or should the one I reported under login issues be ok? I know that https://forum-en.gw2archive.eu/forum/support/account/Info-on-Old-Unresolved-Tickets says not to make a duplicate ticket.

Thanks

Either is fine, it’s the same system. Thanks for asking so we could clarify.

Sinclair.3106:

What the …. i have no account support but i filled the form and send it.
Don’t tell me that this is why i receive response in my mail but i am still banned ? oO

No, that is not why. You do not need to have a support account to get help! (What’s your ticket number?)

Dahgoth.4617:

Thank you GaileGray very much!
I have 1 more question: do I need to provide additional data about purchasing the game?

What sort of information do you mean? If you provide your serial code, your username, your display name — the things in my first post in this thread — you’re ok.

Ok, guys. I’m surprised to see some of you who have been out for several more days than I expected. And that tells me that your issue may have been put in the wrong queue. So again, please choose your oldest ticket, and update it with as much information as you can give (see my post above). Change the subject line (if you can) to Hacked Account (if that’s what you know happened) and then resubmit.

Then, close the others, because they are not needed and only clog the queues. The oldest tickets should be worked on first, so I’m going to gather some numbers from various posts in this forum and ask our top agents to give them a look. Will post when I know more, but if you can take the steps I’ve outlined above, that would help you (and us) a lot!

Last week, we posted information on how to keep your account secure from hackers who have systematically stolen emails and passwords from other games and websites.

One of our community members, Jee, posted some great information on account security, and we thought it might be helpful to highlight it for people.
Why ArenaNet suspends accounts in cases of hacking:

Jee.7193:

By banning the account ArenaNet is further protecting you. If your account is being accessed by a third party. By closing it they are protecting your assets on the account and any personal information tied to it. It allows you and them to take the necessary steps to ensure the account is secure prior to allowing access to it again.

The word ban is over used, whereas the word suspension is a far better way to describe most of these situations.

I have played Eve Online for 8 years, where I have 12 accounts, and thousands of dollars (USD value) of assets on those accounts. A couple years back all 12 of those accounts became compromised due to a keylogger that went unnoticed on one of my computers. Within 7 minutes of the unauthorized login CCP had all the accounts suspended. I lost several hundred dollars worth of assets in those 7 minutes, and because of the nature of the economy in Eve Online, reimbursement is not possible regardless of circumstances. My accounts remain locked for over a week while I was forced to wait for them to verify a number of details.

Yes it was a huge inconvenience, and I was very disappointed I couldn’t play eve for nearly 2 weeks. But I am still to this day eternally grateful they acted as quickly as they did and took security seriously enough to do their due diligence before removing the sanctions.

You say ArenaNet banned your account prior to verifying the account was in it’s proper hands. Unfortunately the damage that can be done (not only to your account but to the economy in game when your account is used to launder/move in game currency on large scale for the purpose of RMT) in the time it takes to verify your identity and ensure that the account is being accessed by its proper owner can be quite serious. The safer way to approach this from a ArenaNet’s position is to close the account and take care of the details afterwards. That way no further damage is being done in the mean time.

As I mentioned before, I do sympathize with the inconvenience of loosing access to the game. But unfortunately in these circumstances, steps like these need to be taken to protect the interests of you, the community, and the long term success of the game.

Please feel free to ask me for any advice or suggestions on account security and steps you can take to ensure you do not become a victim of fraud.

Best of luck.

What you can do to protect yourself:

Jee.7193:

Change all passwords associated with all accounts, emails, and contact your bank or credit card company and request the issuing of new cards/numbers. If you are the victim of a keylogger, which is usually the case surrounding these events. The damage done is not limited to your guild wars account alone. Keep in mind, you will want to use another computer to change all your account information (across the board, paypal accounts, other game accounts, etc) until you have taken steps to ensure your computer is clean of any keyloggers. More often than not, a wipe and fresh install of windows is the only sure fire way to be secure.

If you have recently used your credit card or debit card for any online purchases with your computer (an example would be purchasing guild wars 2 and typing in your credit card number, expiry, CVV and billing information) check your statements or contact your bank/credit card company to insure there have been no unauthorized transactions.

Most often than not, the people or clandestine organizations that carry out these types of frauds are not limiting themselves to gaming accounts. They target individuals and commit a full range of identity theft.

Hope everything clears up for those effected and is done so in a timely manner.

Some steps you can take in an effort to have your account restored:

Jee.7193:

Check your email.

An email from sender ‘ArenaNet’ with subject title ‘Authorize login attempt’
Inside this email will be a link similar to the following:
https://account.guildwars2.com/allow-login?token=<A BUNCH OF NUMBERS AND LETTERS>&request=<A BUNCH OF NUMBERS AND LETTERS>&ip=<IP ADDRESS OF COMPUTER ATTEMPTING TO LOGIN TO YOUR ACCOUNT>

If you have that email, it means that you or someone else attempted to access your account at the aforementioned IP Address.

If this is the case, the computer/IP Address trying to login would have to be authorized , and that can only occur by clinking the link mentioned above. So ask yourself this. Did you click that link thinking it was some routine email verification from ArenaNet?

If you can recall clicking that link, you may have inadvertently authorized access to your account by a third party. If you are absolutely sure you did not click that link, then it is entirely possible your email account is compromised as well?

Do you use the same password for your email account that you do your Guild Wars 2 account? If so then this is entirely likely if not just possible. Since your email login would be identical to that of your Guild Wars 2 account login, and if the passwords are the same then the person who committed the fraud would have been able to access your email very easily.

If none of the above applies, then you need consider your actions in game. Have you done anything in game that could be considered a violation of the End User License Agreement or the Terms of Service? It may be something that would appear minor and insignificant by your definition. Regardless of severity of the offence, it could very likely lead to temporary or permanent suspension of your Guild Wars 2 account.

If your Guild Wars 2 account has been suspended or closed, ArenaNet would likely have provided you with an email notifying you of the account closure and the reason for it. While I do not recommend publishing the contents of this email on a public forum, which is likely against EULA & TOS and could further damage your efforts to get your account restored. You do have resources you can review to further investigate the matter yourself, and after you have done all this. Then present your case to ArenaNet. Doing all I have mentioned will further increase your chances of having your account restored.

I wish you the best of luck.

Thank you, Jee, for being a great community member and helping other players get some insight into why we suspend accounts that are hacked and about other security issues.

Zuruck.1896:

Bought a copy of game for wife on 8/29, we went through the account creation process via a serial purchased from best buy, never got a an account/confirmation email and the trying to reenter serial just says it is already in use. Also, it also never appeared in junk folders etc.

it’s been sitting since 8/29. Please help.

Reference# is 120831-004430

I think it would help if you updated your ticket and added the other information on the post above. The username and the CD key are very helpful, but if you provide more, it’s even better. Thanks!

This isn’t an account issue, so please hold on until we have other forums up and you can ask there.

Taking a look at this now.

According to the records, there was a violation for racist chat. If your account was hacked, then perhaps the hacker was the one who was offensive. As the agent who wrote you this afternoon said, they’re investigating.

Danbo- I’m sorry to hear that your having problems. Can you run a Game Advisor and attach it here. This may help us to identify what is causing you to crash.

You can get the Game Advisor here: http://us.ncsoft.com/gameadvisor/

Please see this thread for what you can do to get your ticket properly prioritized. Thank you.

Alexixiv.4582:

I simply want to know if there have been any resolutions for accounts that have the serial key applied to the wrong email address but still linked to the same ncsoft account?
Is there a solution or am I holding my breath for nothing and all these tickets are just collecting dust?

ticket numbers:
120901-018012
120905-001491

The focus right now is on hacked accounts and other major issues. Linking issues are individual cases, and we do want to and will take care of them, but there may be a bit more time before the team can do so.

Thank you for your comments, Jee. I suggest that everyone in this thread read the thoughts and suggestions that Jee has shared — they have much value.

Hi everyone,

There’s currently a bug that’s preventing some guilds from upgrading their guild when your guild has 10 ranks defined. We’re working on fixing this asap, but in the meantime would like to share a workaround: go to your Roles tab and delete one of those ranks; you should then have 9 ranks) and be able to upgrade again.

Sorry about that and thanks for your understanding!

@morior – Glad to have been able to help another player get in!

@Wannacookie – Okay so there are two other things that I would like for you to try that generally have resolved this issue for other players. First, I would like for you to try a Winsock reset.

1. Press and hold the Windows key and then hit the R key. This should bring up the Run dialog box.

2. Type “cmd” without the quotes, and click “OK”. This should open a command prompt window.

3. Type “netsh winsock show catalog >C:\LSP.txt” without the quotes. This will save a file to the root of your C drive called LSP.txt.

4. Once complete, type “netsh winsock reset” without the quotes. When the command is completed successfully, a confirmation appears, followed by a new command prompt line.

5. Close the command prompt and restart your PC.

6. Once back into Windows, try running the game again.

Should this not resolve the issue then you may need to flush your DNS. To do this, follow these steps:

1. Press and hold the Windows key and press the R key. This should bring up the “Run” dialogue box.

2. In that box, type “cmd” without the quotes, and click the “OK” button. A DOS window should open.

3. Enter the following command below and press enter: ipconfig /flushdns

This should clear your DNS cache. You may need to perform this command a few times.

If the issue persists your ISP may be providing old DNS information. Some ISPs take longer to update this information. You could also try using a 3rd party DNS service like those available at http://code.google.com/speed/public-dns/ or http://www.opendns.com/start/ . NCsoft does not support these services, but there is information on configuring them at those sites.

sean.6058:

Hey everyone, I recently deleted my level 32 Guardian by accident. I wasn’t paying attention and meant to delete a different character. But anyways, this was my main that I’ve been playing since the 3 day headstart and I’d really like to be able to get it back. Is there any way that a restoration (just this once) can be used on my account? I understand that people who got their accounts hacked have account restorations, so could the same tools be applied to my account?

Thanks

People who got hacked are getting their accounts reinstated, not restored. There’s a difference in that those who were hacked are not “rolled back.” Or at least they are not rolled back at the present time. (We will have this sort of functionality at a later date, but if policy carries from Guild Wars to Guild Wars 2, it will be used only for account compromises and not for user errors like deleting a character – where there are two safeguards to prevent accidental deletion – or accidental sales of items, etc.

Account restorations take time to research, for the protection of other players and the economy as a whole, so we are likely to use them only in specific types of incidents. And by the way, a restoration applies to the entire account, not a single character or a specific item.

If you guys give me the character name, I’ll post what you said.

Demigod.7516:

Do I need to make a new support account. I have one that I created because my account got hacked. I got it back but I am banned. I updated the original ticket but haven’t gotten a response since. Is this because I need to make a new account?

I think you’ll be just fine. You can open your email and update your ticket with new info, if you wish.

Hi fcv– This is beginning to sound like it could be more of a hardware related issue. There’s an application that I find to be incredibly helpful for checking out your system hardware called Speccy. Speccy also shows you memory timings, system temperature, driver dates, etc. That being said, if you choose to install this application I’d really like to see the results so we can track down what the cause of this issue might be.

To install and run Speccy, please use the following instructions:

1. Download Speccy from this link: http://download.piriform.com/spsetup114.exe

2. Once downloaded, double click “spsetup114.exe” to start the installation process.

3. Once completed, double click the “Speccy” icon on your desktop.

4. Once loaded, please click “File” then “Save Snapshot.”
a. Note: If this option is grayed out, Speccy is still gathering the required information. Allow it a few moments to complete this process.

5. Save this file to your desktop. From there you should be able to attach the report to the ticket as you have with the Game Advisor report.

Noobless.8592:

So? We dont get any warning for getting a first mark? Just a 14 day ban suddenly? why not a 3 day ban.. :S Im pretty sure it was once or twice I said the n word with my friends and in unharmful way but why the 14 days seriously its SO harsh :/
Ticket number : 120904005098

I believe you misunderstood. The first mark is 3 days. The second mark can be 14 days. If you have the first mark and get another in a relatively short period of time, the system automatically increases the suspension to 14 days.

Merged the threads, and it has been reported to our live team. They’re on the case!

Hi KunPun – To start I’d recommend updating your Windows to Service Pack 1. You can do this and download all critical updates by clicking the “Start” button in Windows and typing in “Windows Update.”

Once you’ve done that, I’d recommend updating your video card drivers to the latest version since it appears your current drivers are a couple of years old:
http://www.nvidia.com/object/win7-winvista-64bit-301.42-whql-driver.html

Let me know if this has any affect on the issue!

Hi TriskyHD – If you’re experiencing some performance issues I would recommend checking out this thread as we’re asking all players with performance issues to post here:

https://forum-en.gw2archive.eu/forum/support/tech/Low-FPS-or-FPS-drops/page/5#post12958

Please update your ticket to explain what happened. Sorry about the mixup!

Looking into this. I know sometimes transactions take a few minutes to show up — like you use gold to purchase something and need to wait a bit to get the item. (Try logging out and logging back in, sometimes that helps.)

But in case we have an issue, we’ll look into these reports.

I just checked with the team about this, because a 2-week suspension for offensive behavior or language is highly unusual. I mean really unusual. What the team tells me is that it’s likely that those who have a two-week time-out got caught up in more than one incident and they amassed a second mark on their account, as listed in the RoC but more clearly outlined in the Conduct Breaches and Outcomes document.

And don’t worry, if 10 people report you for the same issue, you will only receive one suspension period. Which means that those who have an escalated suspension were involved in multiple incidents, not multiple reports of the same incident.

Thanks so much for the reports everyone! Just know that we haven’t forgotten about you all and we’re still looking into this issue. One thing I would like to note, however, is of the many causes for low performance for players with high end graphics cards is that their PCi-Express GPU is plugged into a 1x|4x slot rather than a 16x slot. For players who have recently upgraded their video cards, we recommend ensuring that the GPU is plugged into the proper PCi-Express slot for maximum performance.

Hi Perplexus – Thanks for the clarification. I’d like to suggest perhaps trying the Windows command Msconfig to rule out a lot of these applications that appear to be running on your system.

Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.

To do this:

1. Press and hold the Windows key and then hit the R key. This should bring up the Run dialog box.

2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.

3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)

4. Next go to the “Startup” tab and click the “Disable All” button.

5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.

6. Once you return to Windows, please try connecting to the game again. If your issue is not resolved by using MSCONFIG, please generate a new Game Advisor report prior to disabling MSCONFIG. That way, we can see what, if anything wasn’t disabled by these steps.

To reverse these settings, simply run MSCONFIG again and click “Normal Startup” on the first window labeled “General.”

Note: If you need a specific application to run with Windows but still want to use MSCONFIG, just follow the above instructions and on step 4, re-check any application you feel needs to start with Windows. Examples would be wireless connection software, mouse or keyboard applications or even security applications. Please note that security applications can often be a contributing factor to such issues. If you haven’t done so already, please also disable any Anti-virus, Firewall or other security applications for testing purposes.

@Talisauros – Thanks for the report! It does appear as though your graphics card is below the minimum requirements. This isn’t to say that this is the cause of the issue but could certainly be a contributing issue. I can see that your graphics drivers are from 2007 and so I would definitely recommend updating those. You should be able to use Intel’s auto-detect to locate the most updated drivers for your system:
http://www.intel.com/p/en_US/support/detect

If this doesn’t work then it may be possible that another application such as AVG may be blocking the client.

Hi Wannacookie – I would like you to try a new command we just introduced to assist players with these types of issues. To do this:

1. Navigate to your Guild Wars 2 installation folder.

2. Right-click on “GW2.exe” and select “Create Shortcut.”

3. Rename this shortcut to “Guild Wars 2 Port Test.”

4. Right-click on this shortcut and select “Properties.”

5. Edit the “Target” line to include /clientport 80 at the end.

Note: Please make sure /clientport 80 is outside of the quotes

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

6. Once completed, click “Ok” to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try step 5 again.

7. Double click “Guild Wars 2 Port Test” and try connecting again.

@Hooplah – This isn’t a technical issue but the gold should be delivered to players later tonight.

For all of you experiencing the error code 7 and disconnect issues I’d like to collect a diagnostic report from you. Please try the following steps to generate this report:

1. Navigate to your Guild Wars 2 folder.

2. Right-click on “GW2.exe” and select “Create Shortcut.”

3. Right-click on “GW2.exe – Shortcut” and select “Rename.”

4. Rename this file to “Guild Wars 2 Diagnostic.”

5. Right-click on “Guild Wars 2 Diagnostic” and select “Properties.”

6. Locate the “Target” line and add the following to the end “-diag”
Your target line should look like this: C:\Gamse\Guild Wars 2\GW2.exe -diag

7. Click “Ok” to save your changes.

8. Double click “Guild Wars 2 Diagnostic” to start the test.

Once completed, please click “View Results” and save the results to a text file on your desktop.

Once saved, please attach to this thread.

Any refunds for the game will need to be discussed with the retailer the game was purchased from. If you purchased it from ArenaNet directly, please contact our support team – http://en.support.guildwars2.com/

We have not provided information yet on when free World transfers will end. Stay tuned.

You’re most welcome and I’m glad to hear it!

Wow, this is frustrating for you guys, and I sympathize. We’ll look into this further.

Sorry for the confusion; I’ll see if I can clarify a little more!
Redoing this particular quest, either on your own or with a friend, should let you progress past it. However, due to the bug fix I mentioned, you may see inconsistencies in your character’s story — such as the journal not displaying the correct information. I’ve made a post with more information from the designers that should clarify some of the other details.

Shanaeri Rynale.6897:

You could try doing it with someone else who is at the same story point as you. It should update for both of you, so long as they are the one who clicks on ‘start’

If you do get stuck, this seems like it could be a good workaround. Great suggestion!

Hi JakeSeida – by default the client will usually install to your Program Files or Program Files(x86) folder. Do you see Guild Wars 2 listed in your Control Panel?

Since you’re getting this particular error message, I’d like for you to generate a Guild Wars 2 log of exactly what’s going on when this error occurs:

1. Navigate to your Guild Wars 2 installation folder.

2. Right-click on Gw2.exe and select Create Shortcut.

3. Rename this shortcut to Guild Wars 2 Log.

4. Right-click on this shortcut and select Properties.

5. Edit the Target line to include -log at the end.

Note: Please make sure -log is outside of the quotes and that there is a space between the path and the hyphen.

Correctly Formatted Example: “C:\Games\Guild Wars 2\Gw2.exe” -log
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\Gw2.exe -log”
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\Gw2.exe”-log

6. Once completed, click OK to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try step 5 again.

7. Double-click Guild Wars 2 Log to start Guild Wars 2 and have it generate the log.

Once completed, check the Guild Wars 2 folder in your Documents folder for a Gw2.log file. Please attach it to this thread.

I apologize for any inconvenience this issue may have caused. Customer Support is pretty swamped in tickets and they are answered in the order that they are received. Please understand that it will take some time to address each and every issue. That being said, the issues with the Black Lion Trading Company are currently being looked into right now.