My Serial is playing hide and seek

My Serial is playing hide and seek

in Account & Technical Support

Posted by: eathan.6207

eathan.6207

Q:

Alright so I just went to send a support request, and they asked for the serial code I got when I purchased my game. It’s supposed to be in my email since I bought the game online, through the main buy page. I got two emails from ArenaNet, one with the subject “Thank You for Registering” and the other “Activate Your Guild Wars Account”. Both of which I opened and completed what I need it when I bought the game. The problem is, neither of those tell me my serial code? Or at least I can’t find it in there. Should I have gotten a different email with my serial and other information? I’ve looked through Junk, Spam, Archives… No email was ever sent to me other than those two. I know it’s not the end of the world, but I’m starting to stress. I can’t verify I own my own account now?
Has this happened to anyone else? Am I blind and it’s in one of those emails? Help.
Thanks.

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Next

A:

The serial code is very rarely required to obtain help. It may come into play if two people claim an account and both have identical information. At that point, the serial code could be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

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

(edited by Gaile Gray.6029)

My Serial is playing hide and seek

in Account & Technical Support

Posted by: mercury ranique.2170

mercury ranique.2170

It depends on how you bought the game.
If you bought it directly from Arenanet you got the serial in the mail. but it will be sent to the email you used to buy the account. you can use a different email adress to buy an account compared to what you use to register an account (so you can gift it to someone). Also when you buy a ‘retail’ or ‘boxed’ version you will recieve a box with your serial and still got the last two mails.

but!!!!!! there is a solution
Leave the question empty, and tell support you don’t remember the serial and/or lost it.. They will get in contact with you and ask alternative questions. they might sound wierd, but they will determine your account ownership and help you do whatever you need doing..

Arise, ye farmers of all nations
Arise, opressed of Tyria!

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

The ‘CD-Key’ (that’s what they call the Serial Code) comes in the ‘Thank you for purchasing Guild Wars 2’ email. This is the email that has the link to ‘Register your Account’. So, if you purchased the game from the buy.guildwars2 site, and registered it, you should have gotten that email. The header is from ArenaNet (noreply@guildwars2.com). Maybe your mail let’s you do a search on noreply@guildwars2.

Still, like mr said, the CD-Key (Serial Code) isn’t a game-breaker (small pun), and Support can and does often use other information to verify ownership.

Welcome back and good luck. =)

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Brother Grimm.5176

Brother Grimm.5176

On a side note, you don’t need to fill in that field for CS to respond to you.

I’ve had 3 tickets positively resolved in the last year (one involved a hack attempt) and I never had my SN (lost the email to a HD crash).

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Rajani Isa.6294

Rajani Isa.6294

Actually the emails do refer to it as a serial code.

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Oh! Well, maybe some do.

Mine looked like this:
Guild Wars 2 Digital Deluxe Edition $79.99
CD-Key: xxxx-xxxx-xxxx-xxxx

I guess everyone’s was different. Thanx for the tip.

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Zaydq.5246

Zaydq.5246

The serial code is very rarely required to obtain help. It may come into play if two people claim and account and both have identical information. At that point, the serial code can be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

Not true. Unless they’ve changed their policy…

I had to fight with your team to retrieve my password after it had asked me for my serial code. When i finally got access, I asked if I could get my serial code for future incidents and i had to run around the bush with them until I got it.

My Serial is playing hide and seek

in Account & Technical Support

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Communications Manager

The serial code is very rarely required to obtain help. It may come into play if two people claim and account and both have identical information. At that point, the serial code can be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

Not true. Unless they’ve changed their policy…

I had to fight with your team to retrieve my password after it had asked me for my serial code. When i finally got access, I asked if I could get my serial code for future incidents and i had to run around the bush with them until I got it.

But it is true, I assure you! Those who are not able to provide the serial code can be helped by providing other information. Right now, resetting a password through one means asks for the serial code, but having a serial code really is seldom required and there are other ways to reset the password, specifically contacting Support.

Of course, in cases of an account compromise, shared accounts, or in instances when an account goes into disputed ownership, having the code can be essential, as I said. But for normal cases, it is seldom required.

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

My Serial is playing hide and seek

in Account & Technical Support

Posted by: CountzuCrytus.7256

CountzuCrytus.7256

About a year ago I forgot my password and needed to get it reset, and I accidentally threw away the serial code. I was able to get my password reset without having the serial code. Sure they requested it but once I told support I didn’t have it I was able to get help another way.