Guild Wars 2

I’m posting this on behalf of my sister, because her account has been terminated:

Last weekend (Nov 1st or 2nd) I tried logging in to my GW2 account, and received an error message. Though I’ve been a bit inactive lately, I did want to see some of the Mad King’s content before it was gone. I did not write down the error message, because I was busy doing three or four things that afternoon. I just clicked it off. Later I came back and tried once again to log in. This time I read the error message, which indicated that my account had been “locked” for unacceptable behavior, and that I should try to log in again after the ban period was over.

This is the first I knew of any ban on my account. In fact, I knew of no problems whatsoever on my account. I have not been playing GW2 very much lately as I like to try other games when they come out, and I’d been playing ArcheAge since September. However, I had at least one day in October that I remembered logging in and playing, and there were no issues at that time. It was most likely Oct 9, as I was home from work that day.

Of course the first thing I thought upon seeing that my account was locked, was that someone had hacked me. I immediately submitted a ticket requesting help, and changed my password.

A few days later, Nov 4, I once again tried logging in to my account with the new password. This time the message indicated that my account had been terminated. Now, I was really alarmed, and I sent off another ticket asking for help with the issue.

I want to say here that although I had been mostly inactive lately, and while I like to dabble in a lot of MMO’s (especially new releases), I had considered GW2 my MMO “home” since it was released. My family plays – my husband, my son, my twin sister, her husband and daughter, and two of our real-life friends. I love the friends I made in my guild and felt that they also loved me. I bought a commander tag and started leading trains in Frostgorge. This is really the only game where I have that strong sense of community, and it’s dear to me for that reason.

I also have worked quite kitten my main character – a level 80 ranger with world exploration and two legendary weapons. It took over a year to build her up, working on her for an average of 20 hours a week, to get her to this place. The thought of losing everything I’ve worked for, in addition to the community and my guild, is heartbreaking and horrifying at the same time. So I was extraordinarily anxious while waiting for a response to my ticket.

This is the first response I had:

“Hello [name],

Your Guild Wars 2 account was detected to be involved in the intentional and willful use of a cheat or exploit that has the potential to have a negative impact on the game economy. The use of such a cheat or exploit is a breach of the Guild Wars 2 User Agreement and the Rules of Conduct, both of which you accepted when creating your account. As a result of this breach, the account has been terminated.

We have complete confidence in our detection and in our decision to terminate the account. Therefore, we will not accept an appeal in relation to this account termination.

Regards,

GM Micro

Guild Wars 2 Support Team

http://support.guildwars2.com/"

(continued)

(continued below)

Since I knew I had not done anything of the kind, I immediately wrote again insisting that I must have been hacked, because I hadn’t even been playing GW2 much lately (only the one day on Oct 9, and another day perhaps three or four weeks earlier when my husband and I had leveled some alts together). Otherwise I’d been inactive. This was the second response:

“Hello [name],

The decision to terminate the account is final. The details that lead to the termination of the account were thoroughly reviewed by our team prior to taking action, and we maintain absolute confidence in our conclusion.

The account will remain permanently closed and will not be eligible for reactivation under any circumstances.

Regards,

GM Micro

Guild Wars 2 Support Team

http://support.guildwars2.com/"

One final time I wrote and insisted that I had not participated in any exploit or hack, or even any bad behavior in game, and asking if ANET had IP-logging software that could detect if the account was being logged into from another address. This was the third, and final response:

“Hello,

Due to the violations committed by this account, it will remain closed. A full review has upheld the account termination, and further appeals about this account may be closed without response.

For more information, you may review the Guild Wars User Agreement, Rules of Conduct, and the explanatory Conduct Breaches and Outcomes document on the following link: http://www.guildwars.com/support/legal/

Regards,

Gus

Guild Wars 2 Support Team

http://support.guildwars2.com/"

At this point I am desperate for someone to help me regain my account and understand how something like this could have happened. I am not a computer hacker. I do not run third-party programs. I am not even rude in chat channels. I am a thirty-something married, mother of two, who pays her taxes, works long hours, and on her off-time wants to relax with an MMO and play with friends and family. I am shocked at what has happened here, and can’t really grasp how I could lose my account like this.

What I know for certain:

1) I didn’t do anything wrong. Yeah, I’m sure. I play a lot of MMO’s because I love them, and I don’t cheat in them, period. The last time I was in GW2 was Oct 9, when I bought and sold some things on the AH, messed around a little bit doing nothing (as none of my friends were online at the time), and logged off. I am positive my own actions are not the cause of this trouble. Since then, I’ve tried three times to log in, and all three times been unsuccessful. So whatever it was, it wasn’t me.

2) It wasn’t anyone in my household either. I have a unique password (recently changed to an even more unique password) that would be rated “difficult” to guess (no words, over 10 characters, and uses numbers, symbols, and random letters). No one else knows it. I haven’t shared it with anyone else. I don’t play on anyone else’s computer.

What I don’t know:

1) If my account was hacked. That seems like the only logical conclusion, but I never received an email stating that someone had tried to log in from an odd location. I never received an email for a password change. I do not believe anyone did change my password, because the three times I tried to log in, I did not get a “wrong password” error message.

2) If anything has been changed or deleted on my account. I haven’t been able to get in since the day I played in early October, so I can’t comment if any characters were added or deleted, or if money or items were missing. I have no evidence of anyone else playing my account at all, other than the error messages letting me know that my account had been locked, and then terminated.

3) What kind of infraction I am accused of. On the one hand I want to say, “It doesn’t matter, because I know I didn’t do it,” but on the other hand it seems wrong to me that I can be punished so severely and not even know why. Other than cryptic remarks from the GMs, no one has explained this to me.

In closing, I do not intend to be harsh on the customer service team, or the ANET employees who flagged my account for termination. I know that you have a lot on your plates, and are doing the best you can to detect problems and deal with them as they arise. However, I am certain that a mistake was made in this my case, and that upon review someone could help me regain access to my account. My ticket number is 995780, and I would very much welcome some assistance in this matter.

Thank you.

You can post the ticket number and a very brief message in the pertinent Sticky, ‘Ticket for Review’ found at the top of the page.

Good luck.

Just chiming in here as well. I can confirm as a leader and active member of this player’s guild that she has not been seen online for at least a month. Her absence has been missed, in fact! She has been a member of my guild for nearly two years and I have never had any reason to doubt her character. She has always been friendly and respectful, as evidenced by the above post (which her sister posted for her). It’s frightening to imagine returning from a break from the game to find your account terminated with no specifics as to why.

I sincerely hope we are able to get some attention to this issue. I feel that she deserves more detailed information about her ban at minimum, so if possible she can furnish information to try to restore her account.

…^ as the account-holders husband, I second everything referred to above. To get (what feels like) a canned PR-response instead of giving us any detailed information about what happened to provoke this serious of a response is extremely frustrating.

I remember how excited my wife and I both were to sign up for this game, and we’ve been in from beta. We love the game and hope the customer service / tech support will work to validate that enjoyment rather than drive further wedges in it.

Another Guild Leader chiming in. :-)

Carly and Ihra were two of the first people to join our guild ages ago. They have been active participants and good friends for a very long time. We’re not a hard core guild, and our time online is mostly spent chatting and having fun.

I cannot fathom Carly doing anything which would warrant a ban. Their entire family are just nice sweet people.

Please review this!
—Jimmy

Vouching for another players innocence will not accomplish anything and is against the rules for this particular subforum.

Thanks, Trogdor – I have browsed through the stickied posts but was unaware that this was a rule. Can you refer me to where I can read more about this?

Obviously we are all just trying to help in a frustrating situation.

Jaia.4219:

Thanks, Trogdor – I have browsed through the stickied posts but was unaware that this was a rule. Can you refer me to where I can read more about this?

https://forum-en.gw2archive.eu/forum/support/account/Banned-Invovment-of-selling-Gold-MISTAKE/first#post3750803

Please do not submit testimonials, petitions, or otherwise try to bump someone’s thread, explain their appeal, or vouch for their character.Every ticket is given the careful review that it deserves, and the forum rules specifically ask that you not engage in testimonials or petitions.

Inculpatus cedo already told you what to do. Post the ticket number in the sticky for review thread. 1,000 players can post here as to the person’s innocence and it will not accomplish a thing.