Email Authentication Broken?
When I tried to login from a second location, it sent an email to authorize that location but when I tried that (clicking on the link in the email, etc.) I got an error that it had failed. This happened even when pasting that link in different browsers. So I submitted a ticket but their response was just instructions on how to turn off account security, which implies that their authorization system does not work so they just provide a workaround, but they didn’t say anything about the system being broken.
Why even send those emails if they don’t work? Or if they are supposed to work, why did my ticket only get a workaround response instead of assuring me they are looking into and trying to fix the problem?
Their probably fixing that problem, but getting tied up with fixing other things along with it. So be patient i guess.
ArenaNet Communications Manager
When I tried to login from a second location, it sent an email to authorize that location but when I tried that (clicking on the link in the email, etc.) I got an error that it had failed. This happened even when pasting that link in different browsers. So I submitted a ticket but their response was just instructions on how to turn off account security, which implies that their authorization system does not work so they just provide a workaround, but they didn’t say anything about the system being broken.
Why even send those emails if they don’t work? Or if they are supposed to work, why did my ticket only get a workaround response instead of assuring me they are looking into and trying to fix the problem?
I think I need to see that ticket to get context and consider if we’re sending the wrong message in your case. Could you please provide the 12-digit incident/ticket number?
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
When I tried to login from a second location, it sent an email to authorize that location but when I tried that (clicking on the link in the email, etc.) I got an error that it had failed. This happened even when pasting that link in different browsers. So I submitted a ticket but their response was just instructions on how to turn off account security, which implies that their authorization system does not work so they just provide a workaround, but they didn’t say anything about the system being broken.
Why even send those emails if they don’t work? Or if they are supposed to work, why did my ticket only get a workaround response instead of assuring me they are looking into and trying to fix the problem?
I think I need to see that ticket to get context and consider if we’re sending the wrong message in your case. Could you please provide the 12-digit incident/ticket number?
Here is the data, direct from the support page:
Subject Reference # Status Date Created
Authorizing Second Login IP Fails 121218-002856 Waiting 12/18/2012