Guild Wars 2 Forum - Account & Technical Support

Getting my GW1 character name

GW1 was a long time ago. I have no idea what my character name was. I sent an e-mail requesting my character name to support@guildwars.com over a month ago without a response. Is e-mail not the right route to go for this? How do I get my character name so I can log into my old account?

Getting my GW1 character name

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

You might try contacting CS with your request. (I believe GW support has been merged.) Top of Page – Support – Submit a Request.

Good luck.

Getting my GW1 character name

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

You can get into Guild Wars Support on this link: https://guildwars.zendesk.com/home. Click “Submit a request” and fill in as many fields as possible. Please note that a couple of drop downs are involved, so that the ticket can be properly routed.

I feel sure the team can help you.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Getting my GW1 character name

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

I’m not sure if you are aware that that link (https://guildwars.zendesk.com/home) sends you to this:

On July 16th, 2014, the Guild Wars Support Forums were closed and players now are being redirected to the Guild Wars Player Support website at support.guildwars.com. With one consolidated support site, we are able to provide you with continued support for all of your Guild Wars needs in the most efficient way possible.

On the support site, you can access a searchable knowledge base that provides answers to common questions. Additionally, if the knowledge base doesn’t contain the answers you’re looking for, you can submit a request for personal assistance and our Guild Wars Support Team will be available to help you. The webform is the best way to reach our team, but if you have trouble using it you may send an e-mail to Support@GuildWars.com.

Thank you for your continued support of Guild Wars!

If you type in the URL – support.guildwars.com (there is no hyperlink) it redirects to https://guildwars.zendesk.com/home which is the above page. A circular loop. No webform, at all.

According to that information, the only option is to send an email to support@guildwars.com and this is where people seem to be getting no response. (This is not the first thread to comment on getting no response.)

The question is….is there anyone at that email address responding the GW1 support issues?

(edited 2014-08-05 21:14:39 by Inculpatus cedo.9234)

Getting my GW1 character name

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

What you are quoting is a general news post on the main page of the support site. That page is the Support Site, and it has the “Submit a request” near the top center of that page. The form that is presented when you click that link is your webform.

This is not a circular link, although you may assume so if you only read the news post.

I will ask our web team if it’s possible to make the Submit a request section a bit more prominent, but I don’t think they’re modifying the Guild Wars website, so I think folks will just need to look around on that page to find it. It’s definitely there.

Attachments:

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited 2014-08-05 22:28:42 by Gaile Gray.6029)

Getting my GW1 character name

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Ahh, my bad. I really didn’t see the ‘Submit a Request’ tab. Disregard my foolishness, please.

Maybe a line that says “Submit a request using the tab at the top of the page” would be a bit more clear to those of use with limited awareness. ; )

Getting my GW1 character name

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Inculpatus cedo.9234:
Ahh, my bad. I really didn’t see the ‘Submit a Request’ tab. Disregard my foolishness, please.

Maybe a line that says “Submit a request using the tab at the top of the page” would be a bit more clear to those of use with limited awareness. ; )

Interesting idea! Let me converse with my team member about this and see if there’s a way to make the ticket-submission process more visible. I do know the focus of the page is on self-help, because many players (the majority, I think) never need to submit a ticket but simply need to use the Knowledge Base — which is presented front and center — to get the info they need. So perhaps anything that points to “submit a ticket” too broadly would subvert that objective, which means unnecessary delays for the player and a higher ticket volume that will delay response time.

That’s all just musing on my part, though, and I’ll ask. Thank you for the suggestion.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Getting my GW1 character name

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Oh! Well, you have a point.

Still, it did seem a bit confusing (to me), and I actually know how the system works! Lol.

But, I’ve only seen a few threads here asking about how to contact GW CS, so….

…it might not be worth the trouble. Thank you for pointing it out, and giving me the information to pass on to others in need. =)