Guild Wars 2

GaileGray.9587:

Kirjon.8612:

Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?

No worries. This was on us, and we’ll continue to address them properly, even if they are dupes.

Do you have a timeframe at all on Sept 1 hacked tickets? Sometime in the next 12 hours maybe?

Erm, hacked account frop August 23.

Ticket: 120823-004501
I made ticket as asked by different status updates, here is one that sums it up and in english: 120904-002817

I guess that 23 August may be prioritized a bit, as i did not even get to play one second since headstart…

I’d like to have any answer, at that point, in fact.

Edit: The “fun” part is that if i ever get my account back ( which is linked to GW1 and cost me it too ), it will probably be banned for bad behaviour, even though i could not log even once :o.

Hey, I’m Deathel.5380 and I’m writing from my friends account.

120830-007078 ticket from 30.08. i recived response but with invalid account name, i guess i should be prioritized too… 120904-003063 here is prioritizing ticket with more accurate data.

please do something, waiting for a week to be able to play is a bit too much, dont you think?

What the …. i have no account support but i filled the form and send it.
Don’t tell me that this is why i receive response in my mail but i am still banned ? oO

My friend posted his issue under Login issues. Does he need to resubmit a new ticket under ask a question? Or will the issue be resolved the same from the login issues ticket?
Logging In [Incident:120903-012154]

Doesn’t appear that you can update the topic. Wish we got some explanation why people with earlier (9/2 9/3) tickets have been resolved (restored and unbanned) and some of us with older tickets (8/2x) are still left hanging. It feels like I am doing something wrong on my end.

well thats my issue i have a ticket open through Login issues.. but from what there saying it needs to be under ask a question half the info needed is catagorized under login issues the other half with subject and what not is under ask a question..

incident number: 120831-017562

In the middle of the night there were 2 unauthorized login attempts from China.

When I woke up my account was banned for selling/advertising gold selling.

I have changed all my passwords to much stronger passwords.

I am on day 5 of my support ticket with no help. Please unban my account.

My daughter opened a ticket on Aug 28, we never got a response. So we followed the directions again and opened a second ticket on Aug 29, got an automated form response. Since then we have gotten one, ONE single response on the 29 of “We are looking into this”. We have begged, pleaded, updated it with as much information is as humanly possible. We have left phone numbers, addresses, email addresses and more asking for ANY kind of communication from your support team we have received 0 responses.

This has made us wonder why we did we spend so much money on your game when we as the customer can not even get it to work. We followed your suggestion last night to open a new ticket with the header Blocking login-120829-011909-08/29/2012 only to find out today that was a bad idea. Great another reason not to support us.

The lack of support I (a paying customer) has received has been so underwhelming that if it wasn’t for the fact I can’t return my OPENED copy to get a refund I would have done so already. To say that I am a disappointed customer at this point in time is an understatement. This has been the worst present we have ever gotten her.

This has effected both of her accounts Guild Wars 1 and Guild Wars 2 are both inaccessible, effectively wasting all the money we have spent on both of them. Out of desperation she even called your offices in Washington, only to be told we cant help you. I understand be patient, but our patience is wearing thin. We would just like to know that her ticket has been looked at, is that too much ask? She can’t even post in the forums because according you guys she doesn’t have an account. I doubt this will even get any responses at this point.

A severely disappointed customer.

You didn’t really give any info about what’s happened. Does it say the account is banned? If it’s a password issue and she has an NCSoft Master account with the GW1 account attached you may be able to solve the problem using that if it’s an email issue or password issue.

i was able to re-open the ticket (120902-003411) and updated it with the information i had on the new ticket. if you could go and fix my account that would be super duper! i just tried logging in and i’m still blocked.

GaileGray.9587:

ONEone.4823:

lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…

Can you try and let me know? I don’t know the answer to that question! If you’ve submitted a new ticket, it’s ok, we’ll get to it, but if you can update the older one, that’s good, too. (And I’d like to know the answer, honestly.)

Drintar.1246:

You didn’t really give any info about what’s happened. Does it say the account is banned? If it’s a password issue and she has an NCSoft Master account with the GW1 account attached you may be able to solve the problem using that if it’s an email issue or password issue.

When she was registering the game she typo’d the email address. It told her registration was complete the but the typo means she couldn’t access the email address because it doesn’t exist. It allowed her to link the accounts, she has tried the typo to login an it tells her this account doesn’t exist, she tried her old account info and gets “There is no guild wars 2 registered to this account”. She knows she messed up but it can’t be that hard to say “Hey we saw your ticket and are working on it”.

It’s Not just you Recently A group of hackers went out and stole information from other games including E-mails, passwords, usernames, and other information you can think of and a good chunk of accounts got hacked. ANet is gettign swamped and surprisingly they havent stopped working. Thier doing the best they can to acomidate everyone we understand its fustrating on how slow the service actually is but with the amount of support tickets being jammed in. and the game just releaseinng ANet is getting swamped just give it a few days and they will get around to you thier trying thier hardist.

We did try re-registering her but it says the serial code has already been used.

also made mu ticket on the 28th of agust only response they have givven me was a autoreply i made 5 tickets according to there guidelines on reddit which changed every day thats why i needed to do five only to close them the next day to redo it with the new daily guidelines.

Atm i have my ticket of the 28 still standing updated about 6 times(by me) with all the possible info they could ever need.

And just to give a litle example on how fast i had my average ticket resolved in other games (all also at the launch)

Swtor – 1 hour
Secret world 1-3 hours (best support i have ever encounterd you actually get a active and friendly support member or gm depending of login status and he will keep at it until your happy only to ask again anything else i can possibly do for u? and if thats possible at a launch why isnt it to respond in 10 days? )
Diablo 24-48 hours
wow 24-48 hours
Rift 24 hours
Warhammer AOR 2 hours
Guildwars 1 1 year back 8 hours
and now on my new ticket with most likely the same team it takes at least 220 hours and that is if it were to be resolved today. will we get it solved by christmas? if so tryphema you can wrap the game up again and give it as a christmas present aint that wonderfull.

So tell me how far does the extent of the phrase the team is swamped in tickets go? can i expect answers by christmas? if so

(btw before anyone asks why do you demand so much support in games? some people tend to attract problems at launch days of mmo’s and most tickets i made were for small issues which are currently not even done by the team att all just trown to the side)

(srry for the long post but needed to be said)

I closed out my additional tickets as per this post. Please don’t be steering me in the wrong direction, Gaile =/

edit:
Ticket number: 120831-017385 , been waiting since the 31st.

ok well if your not happy with the support issues then leave the game no one is holding you here and putting up in ANet’s face how much better other games were on lanuch date isnt going to help. everyone who needs support is the in the same boat as you im waiting on a hacked account as well. your not the only one but constantly complaining isnt going to get your ticket resolved anytime sooner look at the other posts this isnt the first one like this.

Whats most frustrating is that she hasn’t even been able to login once since launch day, also the day we opened the ticket. She knows this was her screw up but she had just worked a double an was tired. And like you Wouter we are a gaming family an have played several MMO’s and this has to be the longest we have ever waited to get a response from any support team. I feel her frustration.

Derp.3264:

ok well if your not happy with the support issues then leave the game no one is holding you here and putting up in ANet’s face how much better other games were on lanuch date isnt going to help. everyone who needs support is the in the same boat as you im waiting on a hacked account as well. your not the only one but constantly complaining isnt going to get your ticket resolved anytime sooner look at the other posts this isnt the first one like this.

You missed the point of my post entirely. She can not leave a game she hasn’t even gotten access to yet. We know they have been dealing with accounts that have been hacked. But she hasn’t even been able to login ONCE, at least hacked accounts have been able to play.

I fell it to its killing me not being able to play my warrior but i must wait liek everyone else just give it a few days jsut kick back and relax before you know it you’ll have your account back and youll be able to play all the guild wars you want remember all the other games that had that awesome 1-24hour response time was also making an extra 15$ per person a month ANet doesnt get that motivation

Join the club, ticket from the 24th with no response yet here.

Thanks for the update!

Wow, they can change the title of my post, but still can not bother to respond. Great support.

It’s One of the few active fourm managers they do have a few people dedicated on just attending to the fourms.

Derp.3264:

I fell it to its killing me not being able to play my warrior but i must wait liek everyone else just give it a few days jsut kick back and relax before you know it you’ll have your account back and youll be able to play all the guild wars you want remember all the other games that had that awesome 1-24hour response time was also making an extra 15$ per person a month ANet doesnt get that motivation

normally i wouldnt mind waiting honest but i have waited really long for this game and when i heard the release day i couldnt be bumped more by the fact i only have time until 10 sept to play until i have to w8 another 16 weeks to play. so when you find out 10 are lost ude slow support you get reallykitten

And why not demand support? why not complain ? i paid alot of money and the company which i bought it froms states wel euhm sorry not our fault they cant manage your problem. so a refund is not a option else i would have gotten a new copy of the game.

And the whole point to my litle example is just a mere question wth are they doing that they mess up more worse then a blind man without legs in a nascar race? i know its a small company but the supp team of funcom and bioware were just as small and less then 1% of the players got hacked as far as i know so come on thats not a reason to completly fall apart now is it?

Shouldn’t the wiki game update from yesterday be corrected to reflect this?

its not just that. thier are tons of issues that pop up, Accoutn support, tech support, peoples games now downloading rite accoutns getting hacked makign sure servers are stable trying to slowly kink out the bugs of tall the events in the game they cant just be focused on one catigory at a time they’re trying to assert everything at once in a timely. But from what i’ve seen dont expect a resposne ticket for 3-6 days more likely twords 6+ as much as i hate to say it thats about the time straint were all dealing with.

I closed my redirecting ticket to my older ticket. But i kept my 9 day old german support ticket open as i think/hope/guess that i may get an answer someday.

But i also made a “new” ticket (3 days old) with the english support as i can priorize tickets there with tags (Hacked account) which is impossible with the german support… so no i won’t close that ticket :P

edit: Here is my oldest ticket number
120828-008637

In the email I received, I was given no link to add additional information..

how come some people claim to get helped within 1 day? and some withoin several hours? why do they need 5 updates on how to entitle your post if they still seem to pick them at random?

I submited a ticket about 6 days ago. Im having problems buying gems with Pal Pal account because I get an error on you website while finishing the order.

Since it seems my ticket wont be resolve soon due to the high volume of tickets, I wanted to know if its safe to sue a credit card directly instead of Pay Pals, so I can attempt this way instead.

I also closed my additional tickets, only one left is the first one now. Hope this gets resolved soon!

because ANet prioritizes compramised account/bann tickets over others and sometimes people just get lucky and get a quick reply but the ones that do are playing the game and are not on the fourms complaining trying to get some support so really we generally just hear the crowd that has been waiting rather from both sides

You guys don’t have a clue what you are doing, do you?

First it’s open a new ticket, then its close out new ones, now edit the title (which we can’t do). Meanwhile I’m waiting for 7 days and haven’t heard a thing.

I closed my other ticket, however I couldn’t figure out how to change the title of my ticket to “Hacked Account- Ticket submitted August 29”. But here’s hoping that closing the other ticket will finally get my account un-banned.
Ticket # 120829-014884

I have updated my ticket reference # 120905-006157 anxiously awaiting a reply. Hoping to hear something from Arena Net soon.

Updated original ticket:

Email address was reset on my guildwars account

120831-011910

Updated

08/31/2012

sorry but i cant and wont understand howcome they are so slow unless they become more open towards us saying okay we got this many tickts and this many people working atm.

My question for you Gaile is….My initial Ticket Created on 8/29/2012 has now been updated….Since this ticket was labeled Account Appeal…will it still get the same response as my other ones labeled Hacked Account? Just really trying to get a grip on this whole situation….8 days later its getting rather old if you know what I mean.

1. 120829-012357
2. 120902-012151
3. 120905-001531

What about those of us with other than prioritized tickets in with absolutely detrimental issues. Like the fact that a guild with over 8000 influence and the guild stash already researched just all but disappeared. We cannot guild chat, see the roster, or invite members. The only thing we can see is the name, not even the tag.

This is causing MAJOR issues, and the specific issue has not even been so much as acknowledged by ArenaNet or your support team, tickets have gone unanswered for DAYS, I know mine was opened the morning of Sep 1st.

PLEASE LET US KNOW WHAT IS GOING ON. Shoudl we all jsut leave the toas guidl and start over and open yet another ticket that your not going to answer to get our lost influence and upgrades back? Should we wait? WHAT? WE NEED TO KNOW!

NOT TELLING US IS JUST PISSING A LOT OF PEOPLE OFF.

I personally know 3 people that have stopped playing because of the issue.

Please just communicate with us and acknowledge the issues that we are having.

I know several guild issues have been in your updates that you have posted on the wiki, this issue, which has been posted by several different guilds since the forums opened up has not been acknowledged in those updates or in the forums or on twitter.

WHAT SHOULD WE DO?

My ticket number is – 120901-010617

My question is that I can no longer log in to the support site. I can log in to the game (and these forums, obviously) just fine. The support site gives me the error:
“The username or password you entered is incorrect or your account has been disabled.”

I don’t get an email when I try to reset the password, which according to a FAQ I found a couple days ago, implies that means your account really was disabled. I have no idea why my support account would be disabled, but I also can’t find a way to contact support (outside these forums) while in this state.

Thanks for the info, it seems i’ve done it correctly this time. Created a new with the date and ref# and closed the other ticket I had.

I hope this gets looked at faster.

HellsChicken, I also had the same issue until I realized that you don’t log in to the Support Site with your in-game login name and password, but rather a separate account you create just for the Support Site. Have you tried different usernames you could’ve picked when creating your Support Account? If that doesn’t work, I suppose it wouldn’t hurt anyone if you created a new Support Account, I assume that’s not against any rule but please, correct me if I’m wrong.

Anet, you should tell people that forums and support are 2 different accounts. Very, VERY confusing.

I just figured this out tonight because i got a email to set my password for the support account. It was a bit random but seems to work now

crazyguy, they are! Maybe… not on the correct place, however. They mention on the Support Account Creation page that “your Support account will be for Support Site only”, although I do admit that this probably isn’t the first place you’d look for such information and it should be mentioned on the login page, too.

My friend has his accounted hacked so I am posting for him.
If I submitted a ticket for a hacked account using http://en.support.guildwars2.com/app/account/support/ will that be prioritized like other hacked accounts? I just now saw that you say to use http://en.support.guildwars2.com/app/ask/ according to the link here,
Should I submit another ticket using the Ask A Question and refer to my old one in the subject, or should the one I reported under login issues be ok? I know that https://forum-en.gw2archive.eu/forum/support/account/Info-on-Old-Unresolved-Tickets says not to make a duplicate ticket.

Thanks

GaileGray:
Secondary ticket updated referencing your post here and closed.
Primary ticket updated per your instructions.

I found no way to update the subject/heading of the ticket on the support site web form… Could you shed some light, or is it impossible to do atm?

edit: Given that my original heading from 8/27 says nothing about a hacked account or blocking login, could you look into/change heading on 120828-003070 for me? Would do it for myself, but see no option to do so. Ticket status says “Waiting”…which is…rich.
Thanks!

Whenever i try to log in it says that my e-mail address is invalid. However, i know for a fact that it is the correct e-mail. Also my brother texted me saying “why aren’t you responding” I guess that for him it said i was online. I assume i have been hacked, and that this hacker is leveling me-since he said i was lvl 40, but last time i played i was lvl 39- I could not even log into the forums with my account, and i had to use my brother’s.(this one) Please Help.

PS. i have entered a ticket, but due to other peoples posts i assume it won’t be answered for some time.

I’ve closed all newest ticets and leave an oldest one updated.

Tyrraeth.8765:

Given that my original heading from 8/27 says nothing about a hacked account or blocking login, could you look into/change heading on 120828-003070 for me? Would do it for myself, but see no option to do so.

Same here! My first ticket was at another section with default name.
Is there any chances to get some info about it it on review or not?
Thanks a lot, falks!

So my girl has been having this issue since the 31st we opened a ticked and did exactly like you said but nothing :

[Incident: 120831-016351] 1st
[Incident:120903-002205] 2nd
[Incident:120905-009158] 3nd

shes getting really mad annd yea I am aswell, you guys said you fixed tickets up to sep 2 and hers is still left un responded to.