Guild Wars 2

Hello,

I was just contact by a member of your support team called CeoG and was told me that the only way to complete a fix to my hacked account was to update my support ticket and was given this link: https://en.support.guildwars2.com/app/answers/detail/a_id/9274

Whenever, I click on this link, it takes me to this page for some reason:
https://guildwars2.zendesk.com/home

I’ve tried to contact CeoG from Support backto let him know, but he seems to have vanished and has not responded to any of mails since.

I cannot update the ticket and support has gone, can somebody help me please?
I’ve tried IE, Chrome and Firefox, cached clearer, cookies cleared, nothing.
I’ve ruled out a browser based issue, so it must be a web problem.

Can somebody help me please?

Can you just not reply to the email? All support tickets are email-based now. Just respond like you would to anyone sending you an email. Good luck.

I’ve sent 6 e-mails over the past 2 hours, evidently, they cannot be bothered to contact me back.

https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424

Thank you for the link, but none of that applies to me.

The last message from Support was:
“If this is something you would like for us to do, please update this ticket confirming you would like an account restoration and we’ll get started. Please respond promptly, because the specific restoration date we offered you will not be available indefinitely.
https://en.support.guildwars2.com/app/answers/detail/a_id/9274”

Since then, they have not replied to any of my e-mails and I cannot get to the ticket.
So I can’t do anything. Shocking customer services, this is now day 4 too!

Summary -

Support: Hello, we’re here to help, please confirm you want this fix done.
Me: Yes, please do this now.
Support: OK, just update your ticket then, BYE! (Link provided to ticket)
Me: (1 hour later) Hey wait! You ticket system is broken, your link provided does not work.
Me: (3 hours later)Hello? Can you please confirm you got my last message?
Me: (4 hours later) Uh.. hello? I can’t update the ticket, so can you please reply to me?
Me: (24 hours later) Hello?

It has now been 24 hours with NO reply from your support or help, should I make a new ticket to get my old ticket done? I assume you’ve marked this as ‘Done’ or something.

1) What am I supposed to do?

2) Request #25787, Submitted 4 or 5 days ago, coming onto 6 now.

Believe it or not, I’m still trying to resolve my issue. Gaille, you are correct, and that is the problem. They reply with requests for more information or they reply with a link to the old support system, which now redirects to a page where you can’t log in and follow their directions. Then, when you reply back to either possibility, they treat that as a new ticket. Hence, the original problem never gets resolved.

I have restarted my process from scratch, and the results have been the same. Once, I even received a customer support survey as a response.