Guild Wars 2

I’m asking for a friend who lost his account since they haven’t answered for a bit.

Yes, they do. From a year old thread where people were asking the same question

Gaile Gray
ArenaNet Support Liaison
“I don’t know where these comments are coming from! It has never been 9 to 5 for this team, ever. We have agents working 24/7/365, yes, including weekends and holidays.
Now, if your issue requires a special review, it may be escalated to a specific agent. If that’s the case, that agent will have a 40-hour work week, and a ticket may await his/her return to work. But even “weekends” are staggered, so there are senior agents and leads available around the clock”.

If it’s been 3 days or more since he has heard from them you can post his ticket number in this thread for tickets 3 days or older.

Thanks for the help so if Paul stopped answering he is most likely not gonna answer in 2-3 days? and if so is it better for me to make a new support ticket if i want my question answered today?

Rosadogg.8195:

Thanks for the help so if Paul stopped answering he is most likely not gonna answer in 2-3 days? and if so is it better for me to make a new support ticket if i want my question answered today?

If you have an issue, then you would update your original ticket. If your friend is the one with an issue, your friend would update their original ticket. Submitting duplicate tickets always slows down the process for everyone, including the one submitting tickets.

He updates the original ticket. It still might not be today that he will hear from them but they don’t respond to duplicate tickets. They just close them out and it slows them down.

Also, they only respond to tickets sent by the account holder. If you sent it, they will only tell you the account holder needs to be the one sending the ticket and close it.

Tickets are handled in a 3 day timeframe. If it takes longer then 3 days to handle (and the person handling didn’t give a good reason) you can post the ticket number in the designated sticky.