Guild Wars 2

Hello, my cousin opened an email 3 days ago about recovering his account, he provided all the necessary information including serial key character name etc and he hasn’t got an answer since.
He opened 2 more tickets since his ticket wasn’t getting an answer and the other 2 don’t even have the automated ‘’serial key and character name’’ request.
Can someone explain me what’s going on and can someone help please? I want to play with him

Well, first, sending in duplicate tickets usually slows down the process. If your cousin did not receive the automated ‘Thank you for contacting us’ email, you might direct him to the Sticky above addressing email providers that block ArenaNet mail.

If he has received the automated response, but no further emails, he can post his ticket number in the Sticky (above) for ‘Tickets 3 days and Older’.

Good luck.

You said your cousin opened an email about recovering his account. Did he contact support first or did he get this email first?

If he got the email without contacting support first then that was a phishing email from account thieves that he told all his information to, not support.

I would wonder now if his computer and his email has been hacked and that’s why he is not getting the responses from Support. If he hasn’t already done so, he should run a security sweep of his computer and change his email’s password.

For clarifications purposes, he opened the email to the support and he got the automated ‘’thank you for contating us’’ on the other 2 emails, but there’s an automated message after that asking for generic information and that hasn’t come out yet.

Astral Projections.7320:

You said your cousin opened an email about recovering his account. Did he contact support first or did he get this email first?

If he got the email without contacting support first then that was a phishing email from account thieves that he told all his information to, not support.

I would wonder now if his computer and his email has been hacked and that’s why he is not getting the responses from Support. If he hasn’t already done so, he should run a security sweep of his computer and change his email’s password.

I think he means ‘opened’ as in submitted, not ‘opened’ as in read an email. =)

Flyingepeto.1254:

For clarifications purposes, he submitted the email to the support and he got the automated ‘’thank you for contating us’’ on the other 2 emails, but there’s an automated message after that asking for generic information and that hasn’t come out yet.