Guild Wars 2

@Lady Fazeldo

I thought you said when you tried to login, it tells you that you are banned ?

yes for botting ect

I was banned by mistake as well

At least the weather will be nice this weekend..

@Lady Fazeldo

If you see that message still, I wouldn’t worry too much about it. If you are seeing incorrect password or login name, I would worry more.

Gaile Gray.6028:

I agree that we must improve the response time on tickets. Most people do get a response from an agent in a short time, but it can take a few days to do the research that allows the team to reinstate the account (or determine that it must remain closed).

Improving response times — especially related to the appeal of an account that was compromised, misused, and terminated — is a top priority!

A larger issue is simple communication. Players have no idea if their petition is even being seen. A simple response of “Hi, this is CSRAwesomesauce, we are sorry for any possible problems, we are looking into the issues of your account and will keep you updated. It may take 2-3 days. In the meantime we would be happy to help with any questions”.

As it is now, all we have is an automated response and a forum full of people with long waits and unresolved issues with no idea that anything is being done.

It is understandable that it takes time to resolve some things. But this is actively harming customer relations.

Simply letting people know they are being helped alleviates alot of the problems you have created. It is basic customer service.

There is definitely a problem with the banning system. My friend had not played for a couple of weeks due to work and school. He came here on Oct 31 on his way to work and logged on to try to complete the Halloween events. Gave him my charge card to buy Mad King costume – wouldn’t work. So, I logged onto my toon and sent him 6gold. It never got to him. That gold has disappeared into the abyss. Then, a couple of hours later, the screen went dark. When he tried to log back on, it said his account was banned permanently for botting. O.o This is an honorable person who is the guild leader in GW2 and the guild leader of, if not the top, one of the top guilds in swtor. This will do nothing for your reputation until you fix this automated system that incorrectly bans players. I would also like my 6gold back. It is sad all these players will not get the Halloween achievement, nor get an opportunity to try the Clocktower. Please fix this. I love this game and don’t want to see things like this negatively impact it.

@Magique

Here is what it might have looked in ANet’ system. Your guild leader ( whose account is under his name ), lets call him Bob. The system sees Bob is trying to using Maqique’s card who is not the right name to buy gem. Then, Maqique logs into the account and sent Bob 6g via ingame mail.

Without knowing you know each other, anyone would find it fishy why Bob is trying to use your card and failed and then your account go and send him 6 g.

tsunamikai.4712:

CASE #121101-002611

2 days / The only response so far is that my case was ;

I am transferring your ticket to a senior member of the Guild Wars Support Team for further assistance. Someone will be in contact with you as soon as possible.

This is the wrong thread for this. And a day early too.

Naginataka.2647:

A larger issue is simple communication. Players have no idea if their petition is even being seen. A simple response of “Hi, this is CSRAwesomesauce, we are sorry for any possible problems, we are looking into the issues of your account and will keep you updated. It may take 2-3 days. In the meantime we would be happy to help with any questions”.

We have no idea how many tickets each CS agent sees each day. The dozen or so posts in this forum are not the entire pool of CS tickets that are open at this moment. It takes only a few minutes to respond to these posts, but if there are 1,000+ tickets waiting to be processed, then every minute you spend on each ticket adds hours to the time it takes to resolve the issues.

You can’t just pull someone off the street and give them access to the Arenanet system and the ability to view and change sensitive customer information. Six months from now they may have 3x as many CS agents as they have now, but right now they have to work with they have. They have to sacrifice friendly contact for efficiency in order to get through the pile of work they have in front of them. I’m sure the people complaining about how long they wait would not want to wait several more days just for the sake of getting a friendly note every time someone looks at their ticket.

What might “appear” fishy should and can be handled by the owner of the card through their bank. Players should not, imho, be banned by mistake. That doesn’t explain the reason given which was botting . And where is my 6 gold ? I also hear that the Devs have admitted that there is a problem with the automated banning system and that on Oct 31 countless people were banned by mistake. I could be wrong, as I can not find an official post from ANet regarding this, and if I am wrong, I do apologize. I just felt sorry for my friend that I got to complete the Clocktower and all the Halloween stuff and he did not – cause he has been pretty down lately that he hasn’t been able to play more and that’s why I wanted to give him the Mad King’s costume through gems or gold to cheer him up. This kind of makes you want to be very careful using the gem store or stay away from it altogether.

I am just commenting on what might have triggered the system to ban your friend. As for the “automated banning system” , I think thats a rumor since no dev has mention it. In terms of who should handle what, I think there is no right way for ANet. I have seen people complains when their emails got hacked and blame ANet not detecting it was hacked. I have also see people blame ANet for banning them for no reason ( Just want to note that I take what people write on forum as grain of salt ).

I am sorry what you tried to do for your friend turned out the wrong way and I hope you guys can sort this out soon.

Zaken.1806:

I am just commenting on what might have triggered the system to ban your friend. As for the “automated banning system” , I think thats a rumor since no dev has mention it.

“Red” posts in this forum have confirmed that bannings are done only after an investigation by CS staff, not through automated means.

@ tolunart
I have seen that red post and can assure you no investigation was done on my friend because he does not bot. He has issued a ticket with customer service for a full investigation.
And ty Zaken for your kind words.

If the credit card you gave him was used with your account, to an impartial observer it appears that someone had access to both your credit info and your account and was attempting to steal from you. When there is an indication that an account is compromised they shut down the account until the matter can be sorted out.

I’m sure that your friend will get things straightened out eventually, but there is no indication that the process is automated. I’m surprised that both accounts were not locked until ownership issues are determined.

Yesterday I tried to log, it says my account has been terminated for engaging in or assisting with gold or item sales for real-world money.
The day before yesterday, I sent 3 gold to each of my friend’s characters because he promised to send me the materials for the weapon I was making. that golds were only used to buy tools to gather materials.
Isn’t it too harsh to permaban a player for such reason?

[Incident: 121101-002825]

I farmed all of my gold with yoggomo, we were constantly pinging our drops to each other and I know every piece of gold he earned is legitimately farmed Cursed Shore gold. Please check where the gold he has comes from and goes to, it is definitely not from another player or sold to another player.

Two steps:
1. Submit a ticket and wait for support ( ticket queue is 24-48 hours respond time )
2. Post in sticky thread if your ticket is OVER 3 days and still no contact from support ( if you do, just wait patiently

Do NOT submit multiple tickets

I was playing on my account today, which I have had since launch and have devoted a lot of time in to, and had walked away from my laptop for 3 minutes tops (AFK) only to return to a kicked message which was not surprising at first because this happens from being idle for extended periods.

As soon as I tried to log back in I got a ridiculous message that my account had been terminated permanently for botting, unattended play, or using macros. Now I am shocked because first of all I have never done anything like this activity and enjoy playing the game. I am an honest player and everything I do is sitting in front of my laptop playing! I have submitted a ticked but would like to know if anyone else has had this same problem recently for no apparent reason at all.

The good side is I cant play so it forces me to do some work around my house and be productive; but if this doesn’t get resolved and my account stays banned/terminated wrongfully for no offense at all then I will not be a very happy person.

I will probably try to see what I can do to get compensated for my wasted time!

Gaile Gray.6028:

FYI: This thread is not an official thread, and we are not gathering reports on this thread. This is a player post and I’ve amended the title to make that clear.

Many account terminations are related to account compromise incidents. A thief steals the account and uses it for activities — spam advertising, gold sales — that get the account closed. Account reinstatements require time, so we ask that you allow the team sufficient time to work through the issue related to your account.

We do have an official thread where you can post, after you have contacted Support and after you have allowed three full days for the team to resolve the issue.

Post in the official thread if, after three days, you are still awaiting assistance. Tickets for Review: 3 Days and Older

Hi Gaile Gray,

First of all, I really appreciate ArenaNet of banned bot account, macro and gold selling account but I really hope that you would improve the system to ban people. I don’t understand why you choose to ban people and only investigate after the account is terminated. Not a single email to inform us what is going to happen and straight for a perm ban.

Please understand the situation I’m in now, I’m going for a holiday today and decide to take 2 DAYS ANNUAL LEAVE to play Guild War 2 before my holiday trip and NOW I am doing nothing but writing in this forum and submitting support request not getting a single response. Yes Response is slow due to??? a lot of wrongly ban account? Who is going to compensate my 2 DAYS LEAVE…

[Incident: 121101-000737] – 01 Nov 2012

I did not received any reply from the support, my account has been terminated because of botting etc, only 1 of my char level 80 how come i’m botting, my money only 9 gold ;(,
i’m almost play PvP and dungeon for fun. Please check my account, my histroy transaction, my game play time. I’m only use proxy to speed up my connection because my local connection are so laggy. i have report this proble 2 days ago but got no respond. Please review my account, it will tell impossible if i had done something cheat.

Naginataka.2647:

Gaile Gray.6028:

I agree that we must improve the response time on tickets. Most people do get a response from an agent in a short time, but it can take a few days to do the research that allows the team to reinstate the account (or determine that it must remain closed).

Improving response times — especially related to the appeal of an account that was compromised, misused, and terminated — is a top priority!

A larger issue is simple communication. Players have no idea if their petition is even being seen. A simple response of “Hi, this is CSRAwesomesauce, we are sorry for any possible problems, we are looking into the issues of your account and will keep you updated. It may take 2-3 days. In the meantime we would be happy to help with any questions”.

As it is now, all we have is an automated response and a forum full of people with long waits and unresolved issues with no idea that anything is being done.

It is understandable that it takes time to resolve some things. But this is actively harming customer relations.

Simply letting people know they are being helped alleviates alot of the problems you have created. It is basic customer service.

Right. I’m glad that a moderator at least agrees that the response time is too long.
I understand that investigations can take time, but people are waiting days to hear anything. Anything at all.

I submitted my ticket almost 60 hours ago and have updated it a few times since, wondering at this point if it was even successfully submitted to their end. I have no indication that it was and no way of knowing. I must simply wait, and wait, and wait. In the meantime, I’m blocked from playing the game despite not having participated in the accused activity. And what’s funny is, it seems like 60 hours is nothing compared to the wait times of many on here.

I also do not think of myself as particularly special. I don’t think my personal needs and desires transcend anyone else’s. Although, I do think certain matters are more urgent than others, and erroneous account terminations are right up there at the top. I don’t think that I alone should have had a more prompt reply, though. I think that everyone should. If you appeal to the customer service staff of a company whose service is acclaimed and lauded as exceptional, you will probably experience replies within hours, sometimes minutes. You will experience resolutions to your satisfaction. You will understand the acclaim.

However, if you appeal to the customer service staff of ArenaNet, it seems that you will likely be in the dark for days before anyone even begins to consider helping you. Is that normal? I don’t think so. I think that’s poor, and I don’t think it’s right. Adding to that the fact that I’ve been unable to find a phone number to call anywhere on their website or in their product manual makes it even worse.

If it’s because your staff is incompetent, lazy, or uncaring, then hire smarter, more diligent and sympathetic people or replace their leaders. If it’s because you’re simply understaffed, then hire more people. If you can’t afford to, then you didn’t budget properly, and the shame is still on you. The wait times I’ve been reading about are absurd, and the fact that that’s what I believe doesn’t make me a spoiled, entitled brat. I understand that humility and patience are virtues. I’m a fan of those things, mysef. I’m just going by what I’ve experienced in my history of appealing to various CS staffs for various reasons and by what I’ve come to expect from a decent one. I expect a response (at least, not necessarily a resolution) to an issue such as this within hours. At least, much sooner than 60 hours. But maybe that’s just me.

26 hours and the ticket still hasn’t been answered,this is ridiculous…

Hello Gaile,

Yesterday around midnight European time (while I was playing) I disconnected in full action. When I tried to log in to my account again it showed that my account is permanently blocked for gold selling/assisting etc… I would like to mention that I was completely shocked.
I think it is impossible to block an account without further notice.
I paid lots of money to play this beautiful game and being permanently blocked is harsh, knowing that I am an honest person and never cheated in my +- 8 years of MMO experience. At least 1 notice should follow, like you did this or did that. It feels like going to jail without further explanation.
Ticket number 121102-003417
Hoping for a quick response from support team

We totally understand the frustration that can be caused if your account is banned. But posting the ticket numbers or off-topic postings here does not help you, getting it back faster. Please be patient, otherwise the thread will be closed.

I would have reacted differently if i wasn’t banned on a weekend, and if I wouldn’t wait more than 2 days for my ticket to be answered and my account to be unbanned.

I’d advise the patience thing too, i got a pretty fast response from the team but my account hasn’t been fixed up yet.

i appreciate it takes time to get it all sorted and i’ll be waiting patiently, these guys no doubt work hard to help everyone out just give them some time.

10/31/2012 11:26 AM [Incident: 121031-001796]

Case: false detection of using 3-rd party programs.
It made me unable to complete Halloween event (can you at least give me “Attend the Party” title?)

@Expro

I believe there is a NPC now dress up as Mad King in LA fountain. If you talk to him, he will offer the “witch hat” and I believe you also get the Atten the Party.

Try it.

After getting a new computer, I reinstalled the client from the site with no problems, but upon trying to login to the game, it was telling me that my account was locked due to suspcious activity. I put in a support ticket on tuesday at 03:49PM and was asked for several bits of information to allow them to research my account issues as to being locked out. I was told on wednsday at 11:02AM that my account was now void. Despite my account being void, I am still able to log onto the site and redownload the client with no issues whatsoever. On Wednsday at noon (roughly), I recieved another e-mail notice stating that they were forwarding the ticket up to accounting after I asked them what I had to do to get my account ‘unvoided’. It has been 3 days now since I have recieved any kind of reply from the support team and I have tried numerous times to log in to the client with the same error. Just posting here as directed, hoping for some resolution.

@CiVikT

What error message do you get ? still saying its locked out due to suspicious activity ? Also, I think you want to post your ticket number in https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/41#post618388

This thread is not the official thread for ticket review. I hope you get your problem sort out

Banned since 10/30/12 still no info on my account being released…..@ this point Im wondering whats going on……I would atleast like a message saying this is what we think has happened but we cannot release your account at this time…..Something.

Ok so I got hacked about 5 days ago now. When I first noticed it I submitted a ticket(121101-001775). A few hours later I had my account back. The next day same thing. I got my account back and downloaded the mobile authenticator. 2 days ago I was playing and I went to get food. When I came back I tried to log in and it said I had been banned for a breach of the user agreement. Is there anything I can do because as far as I know, I haven’t done anything against the agreement? I submitted a ticket(121101-002319) that day but haven’t heard back yet. All I want to do is play. I know I won’t get any of the items I lost but I would like to be moved back to my home server because whoever hacked my account changed it. And now you have to wait a week to change servers…

@Zaken

We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been suspended until this matter can be resolved. To restore access to this account, please contact Support and one of our representatives will assist you.

@CoVikT

You mentioned its been 3 days now and no reply. I would post the ticket number at the 3 days or older ticket for review thread.

I have an update on my login screen that my account is suspended for approx. 70 h for violation of User Agreement and Rules of Conduct.
Seems like an update for me, but I didn’t get any update on my ticket. Some small notification on the ticket for the reason should be necessary. Is it possible to get this on ticket 121102-003417? It feels like – ok you’re banned and that’s it- which is unacceptable
Thanks

Well I hope they actually answer the tickets….I uninstalled GW2 it was taking up space on my SSD…Im not going to log in every day to see if they managed to restore an account that should have never been blocked to begin with.

PS I wouldnt hold your breath that any accounts will be unlocked over the weekend…If you were not unblocked yesterday you more then likely will remain banned until Monday. I havnt seen any form of them Ramping up staffing to deal with this problem I highly doubt they are going to put in OT to put anyone back in the game…Their response to the massivly hosed up ban fest has been so lackluster I just dont see it happening.

Just imagine that after the 72 hours your account is getting unlocked without further notice it becomes even more ridiculous. Any answer on this from Moderator, Customer Support?

Still haven’t got a reply from the support team, I mean it’s been 49 hours since I made that ticket every 2-3 hours I have been trying to log-in with no success. I hope I get an answer,…

If your account was blocked for 70 something hours, then that means you broke a condition of the contract you signed when you logged in. Once this timer expires, you will be given access to the game again. You dont need to make multiple support tickets and clog up the queue.

Are they legally not responsable to inform the customer where he violated the Rules?
That’s the only thing I am requesting.

I changed my Password and added an Authenticator to the account…Still not unlocked but I have a strong beleif that the Email Authentication process is responsible for my account lock. Mobile Authenticators disable that feature in favor of the Security Authenticator.

I believe the Email Authenticator from Anet reports back any Additional IP adresses being logged and then Bans your account….Regardless if you “Authenticated” each adress through your Email….Since you actually Authenticate it they assume you are then account sharing etc….and then ban your account with the idea that you will leave it or they can sort it out after…AKA they dont investigate prior to the ban only after if you protest.

This is the concept that promted the founding fathers in America to write a couple well known documents

Like I stated I believe I was banned for logging in to the Forums on my work Laptop which happens to be on a lerge Network based out of state…Once I pinged Anet with a Random IP address, even though I authenticated it through me Email…they banned me….I obviously have not recieved any details from Anet since the 30th so this is my assumption. Pretty sure I wasnt hacked Since the Email account was created specifically for this game and has not been used for anything else….AKA would be pretty tough for anyone to get it….Either way the account is more secure now…Hopefully I get some feedback in the next week on my account being unlocked….

I have noticed several people openly admit to account sharing and wondering why they were banned, and some bought codes from shady dealers etc….. I did none of these things, and as it is I actually read user agreements, and anything else I agree to for that matter. I havnt broken the agreement.

I have been vocally negative about Anets CS and response time…I will continue to do so…because its true. My account was infact banned due some error, or Security misconception..

Im also starting to get slightly upset over the support time it takes to even answer a ticket. Im not even talking about solving the problem.

7 days without any response is way too much.

Im getting really upset att the moment. I have bin waiting for a week to why i have bin suspended. And the only answer i have gotten is,

Hello there,

“Thank you for contacting NCsoft account support.

I am escalating your ticket to our Payment Review Team to research your issue. Someone will be in contact with you as soon as possible."

Why is this taking so long.

So it appears my assumption that no accounts would be unlocked over the weekend was wrong…My account was just unlocked. Basically they said my account was banned in error and is now open for play. Thanks for that.

Vambrace, glad to hear you finally have your account back

I let my 12 and 8 year old boys run around and kill stuff while I was at work. I come home and I’m banned for botting, unattended play, etc. They knew not to talk to anyone in game, and they were in one area having fun just killing stuff. Seems like people are just running round tagging people as botters if you don’t reply to them, which has to be the case here.

Leira.9701:

Im also starting to get slightly upset over the support time it takes to even answer a ticket. Im not even talking about solving the problem.

7 days without any response is way too much.

Hold out a little longer. I have recently been banned and had my account reinstated. Judging by the replies I received from Support, they has closely looked at my case. Just remember to keep up to date with the 3 day ticket thread.

ANet want those who are innocent to get their accounts back, but it can take time. Don’t lose hope.

Thanks for the kind words. I try to stay as positive as possible ^^

If you are gonna auto ban people for suspected activity……….atleast have the decency to not make them wait upwards of 3+ days to unban the account…….that is just plain lazy customer service.

I don’t see the mistake here.
Edited by Moderator: Quote about deleted post removed