Guild Wars 2

3 and a half days now and I’m starting to get angry. How can you incorrectly ban people and not make ANY comments about it? I read people getting back in after 6 or 12 or 24 hours and I’m at over 80 without a change in my ticket 121113-001461
Get your stuff together and sort this out.

Val.8312:

3 and a half days now and I’m starting to get angry. How can you incorrectly ban people and not make ANY comments about it? I read people getting back in after 6 or 12 or 24 hours and I’m at over 80 without a change in my ticket 121113-001461
Get your stuff together and sort this out.

I’ve had a ticket open since Monday with no response. What a horrible company ArenaNet is turning out to be.

Hi, I just bought the game on Sunday (11/11/12). When the servers for FFXIV went down due to v2.0 update, I thought I’d try another MMORPG. There was a lot of praise about GW2 and the no monthly fee sounded awesome, so I thought I’d give it a try. Given my busy schedule, I’ve only been able to play maybe two hours and that is pushing. Basically just trying to figure out how it even works, what does what, and why.

I go to login on 11/15/12 after not even playing it since 11/13/12 (for about an hour) and find out my account has been suspended. I haven’t even spoken in the game yet, so my mind is boggled about what I could have possibly done that warranted this.

Got to same if this is how the company wants to treat me, they can refund my money for a game that now seems to be worthless. My open ticket hasn’t received a response. Although the game seems cool (the 2 levels I’ve gained in it at least), if this is how the company functions I am very discouraged continuing to play it.

Regards,

Oski

Val.8312:

3 and a half days now and I’m starting to get angry. How can you incorrectly ban people and not make ANY comments about it? I read people getting back in after 6 or 12 or 24 hours and I’m at over 80 without a change in my ticket 121113-001461
Get your stuff together and sort this out.

Well, finally back in game. Had to change my password for some reason but thats cool.

No comments or apologies about getting banned falsely, no assurances that it won’t happen again …. but I have my account back and am in Tyria again.

Good luck to everyone waiting.

this is really angering me but i will refrain from making any angry comments….

Hey!
Funny news from a blocked player to anyone interested in this threat.

It is now concidered “not constributing any new information” if you post your waiting time here.

Or i it just mine that is too high and therefore wont be shown?

Anyway: Make sure to post meaningful information only. BEcasue everything has to be meaningful, right? right?!

I’m back in the game too, on the fifth day after my botting ánd modifying accusation. I received an e-mail about an hour after I updated my ticket (with an in-game screenshot of me chatting, my serial number just in case they lost it, and a screenshot of the order confirmation). They thanked me for updating the ticket with that information and gave me my new password. I believe the screenshots have helped, I recommend attaching screenshots to everyone with an unfair ban.

Day 7 now and after so long i have had no contact with the team whatsoever, i check my ticket status today and its tagged “Closed” acc is still terminated, my account had been accessed by an unknown party without authorization and apparently was selling gold i had nothing to do with it and i feel its unfair that i was banned in the first place, without looking into the details . Id like to know whats happening and why my ticket is now closed with me left in the dark

It has been more than 24 hours and i havent received any response whatsoever , i see how much this company cares about it’s customers.

121116-002591 – Ticket Number

Even if you guys were right about my name being offensive (wich was clearly not) 3 days ban before changing my name and being able to play again? It’s simply stupid and way too long. Thanks for screwing up my only chance at this one time event.

It took me 5 days, but I finally got my account back. Good luck to all of you, eventually their pathetic support system will help you out!

After a week of waiting my account has been unlocked after the investigation team investigated my account again and found out that I was telling the truth and it was indeed banned by a mistake. So I can finally play again at least!

One of my accounts is still locked though, not banned now , but it should be unlocked soon I just sent a new ticket in to support. #121117-002721

Obsquacious.3524:

It took me 5 days, but I finally got my account back. Good luck to all of you, eventually their pathetic support system will help you out!

Gratz on getting your account back, may someday they will respond to my ticket, or I can get my account back aswell. Maybe when I get my account back we can group up again and go do some more events and get banned together for no reason again.

Wow. I’m trying my very, very best to be patient but this is starting to become very frustrating. I understand if my ticket processing was delayed because of my anger during the first day of my ban, but I’ve seen people who have posted much more rude comments on these forums being helped and having their account restored after only a few days, while my ticket is still sitting there with no response whatsoever after 6 days. Tomorrow will be exactly one week since I got banned for no good reason. No, I do not bot, never have, and never will. What’s with this?

It gets even more annoying seeing people who have actually had some sort of positive change in their tickets complain that they haven’t received a response after only one or two days. Yeah it sucks and none of us should have to wait that long if we are innocent, but I’ve been waiting for almost a week! What gives?!

Please resolve my issue and return my account. I do not use any third party programs, I don’t even know where to start looking for them because I have never had a serious interest in using them. It defeats the purpose of games, I like to work for what I want; hell, I usually refuse gifts and assistance from friends in getting what I want, so why would I go and use a freaking program that makes getting anything completely meaningless?

121112-000075, 121115-003666 unban me, I don’t bot.

I’ve been banned since Wednesday. I filled a ticket out, got a quick response via email asking for my serial code. I gave them that and all my other info, and still nothing 4 days later. I purchased the game Sunday and did nothing wrong. Looks like no monthly fees = terrible customer support. I can’t imagine WoW doing something like this.

I just got kicked from the game a few minutes ago, trying to log back in and it says that I am permanently banned for botting, macroing or similar behavior.
No email informing me about my ban or any information on anything at all.

I’ve been playing online games for over 15 years now, and this is the first time I ever got banned anywhere, I am excited to see if, when, and how anet reacts to my ticket; right now I am pretty angry. There are dozens of obvious bots in Frostgorge, Cursed Shore et cetera; farming for weeks, never getting banned despite being reported all the time (hell, some of these bots I reported daily for 2 weeks straight), but I get banned for doing nothing?
Awesome job, anet.

Oh wait, I got one email from anet today: “Thank you for your gem purchase!”
yea, that won’t happen again anytime soon, guys…

I am posting on behalf of my brother since he was permanently banned a couple of hours ago for apparently “botting”, and can not access the forums.

Honestly Arena Net, I love your company and your games BUT your monitoring system within game is clearly flawed. Especially since within the last week or so people that I have played with (including my brother) have been permanently banned for botting or other similar behaviors. You monitor SOME activities on these accounts and yet not all – I’m sure there is a BIG difference between a bot’s activity and a player’s activity. Yes, my brother has farmed crafting materials and events hours on end, and played with others that have done the same but does this conclude that he is a bot? I see no reason to justify your decision in permanently banning actual players based on that.

His display name is Sanayumoki.3057
His Ticket Number 121118-000653

Brian.4285:

I’ve been banned since Wednesday. I filled a ticket out, got a quick response via email asking for my serial code. I gave them that and all my other info, and still nothing 4 days later. I purchased the game Sunday and did nothing wrong. Looks like no monthly fees = terrible customer support. I can’t imagine WoW doing something like this.

This is what I am coming to conclude. Been playing FFXI since 2004 and FFXIV since June 2012. Never had any issues. Then I decide to play a no-monthly-fee MMO and this is the treatment I get. Maybe, that is how they ration server bandwidth by arbitrarily suspending/banning/terminating accounts. I am disgusted at this point.

As I pointed out before, I have only maybe two hours in this game. Since I have been suspended for whatever reason, I pretty much forgot what I have learned. So now that I might be able to login in again someday, I have to relearn the system. So am I going to get suspended again for what what I seem to have been suspended for in the for first place, given that all I was doing beforehand was figuring out the menus, battle system, and the such?

Hello admins, excuse any spelling error, I’m using google translator.

I’m with this ticket 121116-000437 open since Thursday, still no answer, but I’m pretty sure I was suspended for fraud as a key site in ebay and bought another 2 friends are having the same problem, bought the same seller.

So I decided to buy a key for direct shop official Guild Wars 2 and after purchase the serial was already linked to my account, I opened a new ticket for this issue 121117-003468.

Anyway I want to cancel the old key that was rigged and put the new key in the Guild Wars 2 SHOP.

Hey Alex!

If your ticket isnt answerd after three days post it in the specific threat for that issue. Otherwise make sure to update your tiket with every information. Serial number, where you purchased, when, how and so on …

D.

My spouse was banned for botting and does not even know what botting is, does not own a programmable keyboard or a programmable mouse. I’ve submitted a support ticket as has my spouse but this over zealous banning has got to stop!

wtf, using macro-able keyboard/mouse can also get you banned ?

Seandaon.4086:

My spouse was banned for botting and does not even know what botting is, does not own a programmable keyboard or a programmable mouse. I’ve submitted a support ticket as has my spouse but this over zealous banning has got to stop!

I was in your better halfs shoes 3 days ago along w many others that I see here.. all I can say is that after I submitted my ticket.. and this is important.. UPDATED that ticket by responding to their email with more info..( this is one way to get a response ) because when you do that the sytem creates a Support Account for that account. I was..admittadly as befuddled as you guys were as to why I could have been banned BUT I was back in game within 30 hours of my my ban. Create ticket, Update ticket.
GL all.. I know its frustrating.

a bit over 24hours since my ban
still no response from anet
also, thanks to the “human being” who “reviewed” my “botting activity” and effectively scammed me for 10g (I am referring to the free 20 slot bags)

I am kind of interested to know how these guys review their botting cases and what data they even have to do so, but I guess we shall never know.

Now, to see how long it takes the mods to delete this post, I’d wager somewhere between 50 and 100 minutes at maximum…

So my friend (account name: Krehlmar) has been blocked because they think he was botting. He wants to create a ticket but says he can’t because his account is completely blocked and cannot log in on the support page. I would like to know what can be done in order for him to get back to enjoying GW2 like he was before this happened… Which is unfortunate.

Thanks for the help.

Almalexiel.3659:

So my friend (account name: Krehlmar) has been blocked because they think he was botting. He wants to create a ticket but says he can’t because his account is completely blocked and cannot log in on the support page. I would like to know what can be done in order for him to get back to enjoying GW2 like he was before this happened… Which is unfortunate.

Thanks for the help.

Can he create a new Support account? There’s a link to that in that page, maybe that’ll work.

neon.4863:

Can he create a new Support account? There’s a link to that in that page, maybe that’ll work.

This; Support Account =/= ingame account.
You can always create a support account, even if you don’t own any anet games.

after 8 days and 3 ticket submissions finally got restored access _
takes forever but you need to remind them youre a human wanting your account back not a bot

2 Friends at cybercafe can’t log into forums, they get some error. their case id’s are
121116-000556 and
121117-000053
they said it has been 3 days already.

edit, err means they can’t log into game, and when they tried to post on forums about it, they can’t log into forums. Their game accounts says blocked and terminated.

Finally got access restored, after going from “you’re a bot!” to “you got hacked!” – took only a day after my status changed to hacked account. Keep your head up, guys. It took my case 8 days to get resolved (7 to even get a change in status/some sign of progress), but you’ll get it back if you’ve been honest/legit.

Also, I guess submit under “Ask a Question,” not “Account/Login Issues” … I did the latter and never got a response there (until I submitted a second ticket to NCSoft using “Ask a Question”), but people who used the former got responses relatively quickly.

Good luck!

So, we can expect to wait for over a week until anet fixes their mistakes? And using the category that is obviously related to the problem at hand makes things last even longer?
Quality Customer Care right there.
I’m tempted to send a second ticket under the “Ask a Question” category now, though that’ll probably slow down the process again; merging tickets from the same account when they have different case IDs? Sounds like an unsolvable problem…

121118-000616 – banned for 36 hours now, still no reaction from anet.

My ticket has more than 4 days with no response, I sent all the information necessary to update the ticket. Every time I enter the forum and e-mail to see if my problem was solved. I enjoy the game but i’m getting disappointed to keep playing.

This is my ticket and this is my last attempt. 121116-000437

I was wrongly perma banned Sunday morning after being wrongly accused of botting. I have had an e-mail apology this afternoon (Monday) saying “it appears your account was blocked in error”. Before the ban I salvaged some token gear, tryed buying gems (didn’t work), marked my status to away and went to Frostgorge to grind some lodestones (one actually dropped 30seconds before I was kicked haha). I’m guessing all of those actions flagged me up on Arenanets GMBot2.0 and a ban was automated.

I understand that live support isn’t in place without a subscription model but there has to be a better system put in place.

Help yourselves out, when you make a ticket. Don’t just send a message raging, include your full name, address (usefull for I.P checking), account name, associated email address, character names and game serial number as an update to the ticket. For some reason replying to the automated message via email rather than on the webby has seemed to move this and previous tickets through the system quicker (that could just be in my head, though). Also, make sure you clearly label the title of the message as I’m guessing Anet prioritize your ticket this way. Mine for example was “WRONGLY BANNED I AM NOT A BOT REINSTATE MY ACCOUNT”.

I’m very happy I got my account back after 24hours as I was in a panic reading the ammount of time some players have been waiting.

Goodluck guys.

oh and as an edit; I think it is crazy that you are banned from the forums when your account is perma banned as that is when you need the support the most! Would a weeks grace forum access be a such a bad thing? I doubt you’re going to have actual bots crying on the forums!

I was banned for allegedly botting and waited up to 3 days before i got my account restored but after it got restored, i got the grace period ended error saying i dont have a retail key attached to my account and to top it all off, the forum was locked out too saying that i didn’t have access to guildwars 2 and that lasted another 4 days or so rotating through 3gm . I updated my ticket with every little detail i could think of to help and they finally fixed it in time for me to login a few hours after the special event had ended. Give them every detail, screen shot you think might help and when you’ve almost given up hope..your account will be fixed.

Hi Gaile
My friend’s (Tirth.8295, ticket no 121112-001682) account has been blocked first time on 12.11.2012, because of boting. After support checked his ticket and find out that it was a mistake his account access was given back on next day. On 14.11.2012 he got banned again, this time message shown – third party program. Now there is no doubt that is a mistake. I know him for many years and I can asure you that he is not a cheater, and if something trigered alarm that pointed him, then it must have been something else. Moreover, I know him as a honest player and valuable guild/clan mate. I’d like to ask you to take a closer look and review his case, he explained all in his ticket.
Thank you in advance.

Hey Gaile
Incident: 121115-000034
Thank you!

121120-000062 my husband sell gold? HAH

So here is my story..
I got banned yesterday after I went afk for an hour..Then account terminated due to abuse of expl. issue, guess what: I had no idea what I did wrong neither I have now
This morning I have access restored so at least they >did< act quickly and there was some effort, however…

Right in the email I could read:
In regards to any missing items such as gold or items, we are currently unable to provide restorations or any direct assistance in reclaiming what was lost. We understand that you may have become attached to the characters that are missing items, so to get you back on your feet and playing once more we would suggest seeking out the ‘Renown Heart’ NPCs that have had their tasks completed. They tend to provide useful gear for small amounts of Karma.

- oh, man..how many people could be affected by this, I know from my experience, it isn’t funny…
- well in my case, everything seems right so far

So I wrote them a question to determine the cause so maybe we can avoid it in the feature and I will post it here, if it will be usufeull.

Anyway from my present point of view it seems that they really have some agressive policy and program/bot about banning any suspect behavior and it is something like shoot, then ask, than vice versa. The other extreme here is blizzard/activision with its policy – we don’t care, we want the money) The second problem, I see, is that even with the very strong effort there are still many bugs (and yeah I do report them, when I think it’s a bug) so some people may behave against the rules and they don’t know it?

Resetting my password and…And de-linking my account. First I got the image (see below) stating that I entered in my information incorrectly so I tried changing my pw 3 times on the site here and it didnt work. Then I decided to do the alternate and de-link my account. I can now not re-link it and I’ve been playing since beta.

When I try to re-link it i get this error:

This XML file does not appear to have any style information associated with it. The document tree is shown below.
<Error code=“48” module=“3” line=“339” text=“callback (): ReferenceError: links is not defined ReferenceError: links is not defined at Templates\EJS\Account\link.ejs:58:1 at Object.render (Library/core-template.js:185:15) at Object.reply (Library/sugar-reply.js:96:25) at Object.<anonymous> (Account/link.js:144:24) at Library/sugar-sts.js:114:78”/>

I also submitted a ticket- ticket # #121120-001229

Hi Gaile
My friend’s (Tirth.8295, ticket no 121112-001682) account has been blocked first time on 12.11.2012, because of boting. After support checked his ticket and find out that it was a mistake his account access was given back on next day. On 14.11.2012 he got banned again, this time message shown – third party program. There is no doubt that is a mistake. I know him as a honest player and valuable guild/clan mate. I’d like to ask you to take a closer look and review his case, he explained all in his ticket.

Hi Gaile I have been blocked (for security terms WTF!!) and I can’t enter the game since 2 days, ¿what I do now? I send a ticket to support (essupport@guildwars2.com) and they ask me for game code, 4 last numbers of credit card, etc. ¿Is this information necessary to unblock my account?

Please I need help, I can’t enter to the game and I don’t know what I need to do.

Waitting a response.

Ok So they got replies 121116-000556 and 121117-000053. both got same replies from same GM saying
Your Guild Wars 2 account has been closed for using an illegal third-party program.

I want you to know that we take great care when analyzing accounts prior to termination. NCsoft support staff is both diligent and conservative in determining which accounts are using these programs, and we only terminate an account only after we are able to prove beyond a reasonable do

Our Question, It’s all fine and dandy that since you own the game you can say whatever. But where’s your proof to us? Isn’t it unfair to say you have determined, yet show no evidence?? How long does an anylsis last?? 5 minutes, 1 hour?? 10 hours?? it can’t be 10 hours because there must be so many accounts with issues, and it can’t be 5 minutes because that’s too soon for judgement. One hour?? maybe more?? We don’t think that’s careful analysis.

Hi Gaile
My friend’s (Tirth.8295, ticket no 121112-001682) account has been blocked first time on 12.11.2012, because of boting. After support checked his ticket and find out that it was a mistake his account access was given back on next day. On 14.11.2012 he got banned again, this time message shown – third party program. Now there is no doubt that is a mistake. I know him for many years and I can asure you that he is not a cheater, and if something trigered alarm that pointed him, then it must have been something else. Moreover, I know him as a honest player and valuable guild/clan mate. I’d like to ask you to take a closer look and review his case, he explained all in his ticket.
Thank you in advance.

It’s my friend’s account.
It’s her ticket#121116-003550
And it’s her story.

To whom it may concern,
Firstly, I would like to state for the record that I have not used any third-party programs while playing Guild Wars 2.
Have any idiot will be botting in the Lion Arch?
My situation is as follows:
On the day of November 16 at around EST 12:00PM, I was logged on with my elementalist, participating in the new content (Lost Shores) made available on the weekend.
Perhaps it was due to the lack of specifications of my computer’s hardware, or perhaps due to a poor internet connection, but on the day of question I experienced very bad latency (lag) to the point where my character would show the animation of spellcasting, even though no skill would actually be casted. I would not be surprised if Arena Net then received unusual packet information from my point of origin. However, this is not at all proof of third-party program usage on my behalf (which is what I have been accused of); neither should it result in an account ban. I would like to express my deepest disappoint with regards to the above mentioned happenings. Also, as you can see in attachment 1, throughout the course the Lost Shores event, I was typing in guild chat (in Chinese). If someone were using a third-party program during this event, then why would he/she still be chatting with the guild?
I have sufficient reason to prove that I have not used third-party programs:
1) I have a level 80 mesmer, as well as a level 60 ranger. This shows that I have no difficult in character leveling, and I do not need the help of third-party programs to do so.
2) I have not used third-party programs to gather any crafting materials. All one has to do is check my bank collections as well as my trading records to prove this point true.
3) My mesmer has unlocked many rare dyes. If I were a third-party program user, I would simply sell all the dyes to make money. But I didn’t. I enjoy the game, and I want all my characters to look the best. I don’t believe this is coherent with a third-party program user’s behavior.
4) My mesmer has 100% World Map Completion. I don’t believe a third-party program user would undertake such a painstaking task just for a gold star.
5) If I were a third-party program user, I would be selling gold. But if you check my transaction records in mail, there is no history of large sums of gold going in or out. I also do not own a lot of gold in-game either.
6) I have perfected many crafts in-game, including a level 400 Tailor, 375 Artificer, 375 Jeweler, and my other crafts are at least at level 200.
7) If I were a third-party program user, I would not have used my personal credit card to purchase a serial number, nor would I have used it to purchase from the in-game Gem Store. I have not only done that, during the Halloween event I even purchased a Witch’s Outfit and Rabbit Ears.
8) I also expanded my bank storage to accommodate my dungeon tokens and WvW tokens, and also items acquired from Black Lion Chests. I do not believe a third-party program user would waste Gems doing such things.
9) In my bank storage are many items acquired as rewards from my Daily Achievements. If I were using third-party programs, I do not think these Daily Achievements would be completed.
I sincerely hope that after reading my letter, you will thoroughly check my gaming records to prove my innocence. Also, would you please refer a real technician or administrator to correspond with me? Please stop sending me automated responses.
Thank you.

GNAAAAAAAAAAAAHRRRRGGHHH
oh .. im sorry if i scared you
I am waiting 23 days now to have a ticket solved concerning credit fraud.

I am getting a little upset
anyone knows a nice game r sth. I can use to waste some time?
Get my blood presure down please :P

After being banned for 2 weeks due to “fraud” ArenaNet finally refunded my game. Now I’m waiting to see if they’re willing to ‘release’ my account so I can buy a new copy of the game and apply the code to it. Or if they will force me to start over because of their mistake. Wait and see~.

Hey guys I was banned for botting on November 9 and am still unable to play. They first accused me of botting and then when they gave me an actual response six days later they changed their reasons and said that I used a fake card and my CD key was banned.

The support said that if i wanted to play my account again I should by another CD key and use it with my account. Now I do not know the actual order of what happened but I was noticed that my card was refunded after i sent a ticket saying that giving them another $60 is ridiculous when they accused me of theft and basically stole from me. Since they refunded me I decided to buy the game again and place my faith in them that they will return my account. Right now it seems like I paid the $60 for the forum access.

During this ban I was also unable to access the forums until today so I am also wondering about whats going on with that. Is Anet in such chaos right now that innocent people are becoming casualties. I noticed that the supports spent quite some time redirecting my tickets, I am wondering if this happened to any of you guys.

Ticket number 121114-000212

Hey guys. I’m writing here in place of my friend since he doesn’t speak english. he can’t log in. He’s getting a message saying his account got terminated for botting. Funny since he wasn’t in-game for over a month. He had to reinstall Windows and wanted to play but he can’t. Now, i can see a lot of ppl are having this problem so i’m not even mad, neither is he. But it’s just wrong to permaban ppl accounts right off the bat without giving any evidence or even a warning. And then waiting a days, or weeks for help from support.

Here’s his ticket number: 121120-002179

Arena Net can you assist on this? The NCsoft support agent didn’t even read my ticket (included the same information as above) and all they did was reset my password- which obviously didn’t answer the issue at hand. I am sick of their crap support that I have experienced here and on other games. How can they help me if they don’t even read my email?

I hope you can assist me as I would like to rejoin my friends playing. Thank you.

You will have to write in the ticket that you still need help.
On the forum there i s no one able to help you with that

Arena Net! Someone posted on the FB GW2 page that YOU were able to fix this problem- see this below:

Jacob Nelson I got it taken care of by one of the good fellows at ANet. If someone did get in my account, they didn’t touch anything that I could see. Everything I remember being there was still there. Thanks for the reply though.
November 11 at 11:57pm · Like