Guild Wars 2

For some reason while playing today my dad got disconnected from his account, and now it won’t let him in at all. It says the account has been closed permanently, but he has never had any issues in the past or anything indicating why this would be. I’m sure this is just an error and any help would be appreciated as he has no idea what has happened. The ticket number is 130731-002214.

You’ll have to wait 3 days after submitting the ticket to get help here, but what was the reason for the ban?

They state a range of reasons when they ban someone. He should look them over and see if he recognizes one of them. It would be something that happened a number of days in the past.

He hasn’t been able to think of what it might be. It really doesn’t say much other than the account is terminated due to a breach of the User Agreement or Rules of Conduct. Whatever it is he has done, I’m sure its a misunderstanding and can be corrected, but honestly he isn’t sure what that is. He is part of a guild, but they talk on vent, and he rarely if ever says anything in map chat (other than recruiting for the guild). He did get his legendary recently, but he did that legitimately. Just wish I could get him an answer.

Well, the person who would be able to say on the forum is named Gaile Gray. However she will require him to wait a while, while it goes through support and they look at the ticket first. This ticket can be posted again on the forum if it has been 3 days since the last time they spoke to your dad. The ticket was only sent today, so he needs to wait a bit. Hopefully they will contact him by tomorrow and it will be cleared up then.

Are you sure you didn’t log in to your dads account and start using exploits?

Thedenofsin.7340:

Are you sure you didn’t log in to your dads account and start using exploits?

This remark is both rude and unnecessary. There isn’t any indication that OP knows his dad’s account information. And it’s not yet proven that his father did anything wrong. They have been known to ban people by mistake.

Coming on to a thread just to insult someone. Very bad manners.

Having been banned in gw1 for a misunderstanding, I know it happens. Give them time. If it is clearly a misunderstanding they will get it taken care of. I know they did for me.

It is entirely possible that your father’s account has been accessed by someone else, aka hacked, and the actions of that other person is what has caused the account closure. He will need to file a ticket with Support on the issue and work with the ArenaNet Team in recovering his account if this is the case. In the meantime, he should be thoroughly inspecting his computer to ensure he has no nasties on it that could have lead to the hacking.

Thanks for the info Gaile.. I asked him to update the ticket with the information I saw in that thread (serial #, etc.) I know it hasn’t been 3 days yet, but he is an officer in a guild of over 400, and they are missing out on a lot. He hasn’t gotten a response to the ticket yet, but I’ll continue to hold out hope.

Just a note to Thedenofsin who posted above.. I don’t have my dads credentials.. the reason I am posting for him is because as part of the ban it looks like he can’t even post in the forums so he has no way to ask a question except through me.

RileyMo.1479:

…as part of the ban it looks like he can’t even post in the forums so he has no way to ask a question except through me.*

I don’t mean to wander off-topic, but this has always struck me as a very inconvenient functionality. What if someone is banned by mistake and the support agent mistakenly upholds the ban (which has been known to happen), but the player knows nobody who could post for them on the forum? I can understand not wanting the forum to be the place where all the hackers go to whine, pout, and troll, but surely there’s a better way to address that.

Of course, that would probably require a lot of forum wizardry to change at this point, so I won’t hold my breath (especially given that the “search” function has been broken for months, as far as I can tell).

RoyHarmon.5398:

RileyMo.1479:

…as part of the ban it looks like he can’t even post in the forums so he has no way to ask a question except through me.*

I don’t mean to wander off-topic, but this has always struck me as a very inconvenient functionality. What if someone is banned by mistake and the support agent mistakenly upholds the ban (which has been known to happen), but the player knows nobody who could post for them on the forum? I can understand not wanting the forum to be the place where all the hackers go to whine, pout, and troll, but surely there’s a better way to address that.

Of course, that would probably require a lot of forum wizardry to change at this point, so I won’t hold my breath (especially given that the “search” function has been broken for months, as far as I can tell).

I’ve wondered about this myself. Not everyone knows someone in real life who also play. I expect most people don’t. And many others don’t have a way to contact guildies out of game or they are loners without a guild or personal friends in game. The forum needs to allow you to post even if you are banned. If the person then uses this to troll or lie, THEN cut them off from the forum. But they need access. Here is a father who is requiring his child to speak for him and he is lucky to have that. What are his options if his child didn’t play?

The option would be the support system, via email.
We could have 100+ of these a day if that didn’t exist and most don’t even post here.

I also don’t know anyone in real life who plays but I do trust support and unless needed I wouldn’t post about it on the forum.

So no, you don’t actually need access.

SandraSolace.7682:

The option would be the support system, via email.
We could have 100+ of these a day if that didn’t exist and most don’t even post here.

I also don’t know anyone in real life who plays but I do trust support and unless needed I wouldn’t post about it on the forum.

So no, you don’t actually need access.

There are people who are posting to talk to Gaile who have been denied and are asking her, as a person of last resort, to check one last time. Now most of these people still get denied. But not 100% of them. If their initial ticket is denied and all subsequent tickets are closed without discussion, what if they are truly innocent? If they cannot post on the forum to make one more appeal, what are these people supposed to do?

And there are the people who need to post in the stickied ‘Tickets For Review (3 days and older)’. If you read those, some are being posted by friends/relatives of the account holder because that person cannot post on the forum.

You can say “I trust support”. But the support staff are human and they can make mistakes.

Yes, they are and they can. But I was merely responding to the question.

If you need help you go through support. I also have read the sticky and it’s good it there.
I’m just looking at the bigger picture.

Gaile Gray.6028:

RileyMo.1479:

For some reason while playing today my dad got disconnected from his account, and now it won’t let him in at all. It says the account has been closed permanently, but he has never had any issues in the past or anything indicating why this would be. I’m sure this is just an error and any help would be appreciated as he has no idea what has happened. The ticket number is 130731-002214.

The team needs to verify the ownership of the account, an understandable and necessary process to ensure we’re using proper security processes. A response was sent early this morning, so please have your dad respond with account information and the team will assist him.

Thanks Gaile I appreciate the help. I didn’t mean to start an argument over who could/could not post in the forums, but just wanted to explain why I was posting on his behalf.

We found the email and apparently Gmails SPAM filters has suppressed it so I am very happy you made this post or he wouldn’t have even known where to look.
He has responded to all of the questions a moment ago.

Thanks for the help very much! While his issue isn’t solved yet at least its a step forward.

I wanted to thank you Gaile for helping my son out. Apparently it was a mistake, and the ban was reversed. I don’t know what the mistake was but I just wanted to say thanks for the help, and to also thank Cuache for the support in resolving this. Looking forward to playing again!

Sargon you sound like a cool dad…I wish my dad played GW2 with me…together we could rule the galaxy….I mean Tyria