Guild Wars 2

My friend is currently having a problem with his account become unusable after long period of inactivity.

He initially purchased the game on launch but never has a chance to play at all due to the client unable to download the files from the server. Now that he has purchased a new computer, he decided to give it another try and discovered that his account no longer exist and the purchase serial number no longer usable.

Help needed urgently as he never has a chance to play the game at all since he made the purchase at launch.

Your friend needs to go to https://en.support.guildwars2.com/ and click ask a question. There he can ask support for a solution.

Support can tell the reasons they had for doing this and if he can be reactivated.

Now this is very stressful for me and my friend. It is like the support does not even know how their system works.

The support actually suggested my friend to update his contact info because for some reason the email provided by my friend for reset does not match the one tied to the account. And how is he suppose to update his account info if he cannot even log in to his account at the first place?

Out of frustration, I actually tried to reset the password of my account since my friend keep getting an error when trying to reset and as it turns out, players can’t reset their account password if they do not provide the name of 1 of their in game character, which is impossible for my friend to have because he don’t even get a chance to play the game since launch due to the stupid launcher unable to download anything from the server. Why ArenaNet thinks it is a good idea to use in game character name as a form of verification is beyond me.

He is now about to give up recovering his account now and worst of all, I can’t do the recovery on behalf of him.

Aicus.3174:

Now this is very stressful for me and my friend. It is like the support does not even know how their system works.

The support actually suggested my friend to update his contact info because for some reason the email provided by my friend for reset does not match the one tied to the account. And how is he suppose to update his account info if he cannot even log in to his account at the first place?

Out of frustration, I actually tried to reset the password of my account since my friend keep getting an error when trying to reset and as it turns out, players can’t reset their account password if they do not provide the name of 1 of their in game character, which is impossible for my friend to have because he don’t even get a chance to play the game since launch due to the stupid launcher unable to download anything from the server. Why ArenaNet thinks it is a good idea to use in game character name as a form of verification is beyond me.

He is now about to give up recovering his account now and worst of all, I can’t do the recovery on behalf of him.

Hi again. Your friend needs to keep talking to support.

The question bout the charactername can be left blank if you don’t have any characters.

Your friend should update the ticket, ask them to change the emailadres AND provided proof of ownership (the product key is the best way to do so).

It looks like all your friend got was the automated response. Update it again and a support person will look into this.

mercury ranique.2170:

Aicus.3174:

Now this is very stressful for me and my friend. It is like the support does not even know how their system works.

The support actually suggested my friend to update his contact info because for some reason the email provided by my friend for reset does not match the one tied to the account. And how is he suppose to update his account info if he cannot even log in to his account at the first place?

Out of frustration, I actually tried to reset the password of my account since my friend keep getting an error when trying to reset and as it turns out, players can’t reset their account password if they do not provide the name of 1 of their in game character, which is impossible for my friend to have because he don’t even get a chance to play the game since launch due to the stupid launcher unable to download anything from the server. Why ArenaNet thinks it is a good idea to use in game character name as a form of verification is beyond me.

He is now about to give up recovering his account now and worst of all, I can’t do the recovery on behalf of him.

Hi again. Your friend needs to keep talking to support.

The question bout the charactername can be left blank if you don’t have any characters.

Your friend should update the ticket, ask them to change the emailadres AND provided proof of ownership (the product key is the best way to do so).

It looks like all your friend got was the automated response. Update it again and a support person will look into this.

It doesn’t work that way, I actually tried to reset my own account and I too get an error if I leave the character name blank.

I am very sure it is not an automated reply, possible it is one of those scripted answer reply though. It is no use providing them the product serial because the support just reject my friend’s request to reset the password on the reason that the email tied to the serial does not match and proceed to ask my friend to change his contact detail.

I have since forwarded the registration email as proof that the account does belong to the email provided by my friend and have not gotten any reply yet.

Your friend’s account may have been compromised in his absence, and whoever took control of the account may have been able to change the email address associated with the account. Stranger things have happened. If something like this has happened, it takes Customer Support a bit longer to determine who the account actually belongs to, so try to be patient. I am sure they will respond to his ticket as soon as possible. Good luck. =)

Aicus.3174:

mercury ranique.2170:

Aicus.3174:

Now this is very stressful for me and my friend. It is like the support does not even know how their system works.

The support actually suggested my friend to update his contact info because for some reason the email provided by my friend for reset does not match the one tied to the account. And how is he suppose to update his account info if he cannot even log in to his account at the first place?

Out of frustration, I actually tried to reset the password of my account since my friend keep getting an error when trying to reset and as it turns out, players can’t reset their account password if they do not provide the name of 1 of their in game character, which is impossible for my friend to have because he don’t even get a chance to play the game since launch due to the stupid launcher unable to download anything from the server. Why ArenaNet thinks it is a good idea to use in game character name as a form of verification is beyond me.

He is now about to give up recovering his account now and worst of all, I can’t do the recovery on behalf of him.

Hi again. Your friend needs to keep talking to support.

The question bout the charactername can be left blank if you don’t have any characters.

Your friend should update the ticket, ask them to change the emailadres AND provided proof of ownership (the product key is the best way to do so).

It looks like all your friend got was the automated response. Update it again and a support person will look into this.

It doesn’t work that way, I actually tried to reset my own account and I too get an error if I leave the character name blank.

I am very sure it is not an automated reply, possible it is one of those scripted answer reply though. It is no use providing them the product serial because the support just reject my friend’s request to reset the password on the reason that the email tied to the serial does not match and proceed to ask my friend to change his contact detail.

I have since forwarded the registration email as proof that the account does belong to the email provided by my friend and have not gotten any reply yet.

You didn’t read my message. If you have no characters attached to your account you can leave the option bout charactername blank. You very likely have characters on your account so when testing it you need to have it filled in.

Even if the initial answer from support isn’t helping, please keep telling them that. Those are the people that can fix this. If you feel you are stuck you can post his ticketnumber here so that an arenanet official can look into the matter.

mercury ranique.2170:

You didn’t read my message. If you have no characters attached to your account you can leave the option bout charactername blank. You very likely have characters on your account so when testing it you need to have it filled in.

Even if the initial answer from support isn’t helping, please keep telling them that. Those are the people that can fix this. If you feel you are stuck you can post his ticketnumber here so that an arenanet official can look into the matter.

Apologies, has been quite stressful today for me working with my friend to find and present evidence to proof that the account does belong to him.

It make sense that if I have character in my account, I cannot leave the character name blank. But I do pity those poor souls that forgot their character name and failed to reset their password after a long absence from the game.

Aicus.3174:

Apologies, has been quite stressful today for me working with my friend to find and present evidence to proof that the account does belong to him.

It make sense that if I have character in my account, I cannot leave the character name blank. But I do pity those poor souls that forgot their character name and failed to reset their password after a long absence from the game.

Apologies accepted. This system has been in place since GW1. It it never was a big problem. Support could always help them out if needed and many times some easy tricks helped as well (looking into your gw2 folder in my documents for example for screenshots).