Guild Wars 2

After playing some of the pre start I tried to log on the morning of the 28th to find my account had been terminated for gold selling/item buying or associated with it. I have raised a few tickets and even received a reply that my ticket is getting processed on the 30th its now the 5th and still no action has take place. Now I paid £50 to play this game and for some wild accusation of gold selling I have been banned permanently, for me this is just theft of my £50 as no one seems to want to provide me with proof or assist me. I know the team is probably snowed under with the start but hey I paid my £50 so I think I should get a bit of one of there times to sort out my issue.

Carl..

I have been waiting for 6 days now for a response to my tickets regarding not receiving and auth email and still can’t play the game. I keep hearing that tickets for log in issues are being prioritized yet I havent been able to play in a week. My ticket number is 120831-003231 and the wait is completely ludicrous. Please someone just disable email auth for my account so I can play the game already. My display name of my unusable account is Junlea.1708

(I am posting from a different account than the one having problems)

Posting for my buddy.

#1: 120905-000389
#2: 120831-016993

Got 2 responses with new passwords. Neither worked. Has been ongoing since the 31st or so.

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

GaileGray.9587:

Taiance.6213:

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

Around the clock, 24/7, with many agents brought on in multiple offices. My team alone is growing my four this week. That shows you how seriously we take this issue.

What do you mean by ’ growing my four ’ ?

Gaile, we really appreciate you all opening the support forum for us. It really helps getting to actually get a response. However, since this morning, I have been unable to log into my support account that has been shut down to do anything to help on my side, and to get the appropriate ticket numbers. The only one I have is 120830-007345 which I opened on 8-30. I have only recieved the original automated response, and would appreciate some notification of if it is being taken care of. Thank your team for us for getting to this, and we will do our best to remain patient.

Gaile, do you know when prioritised tickets from prior to Sept 2nd will be complete? Ticket 120905-001623 to be specific.

Her original ticket is: 120829-012569

And thank you very much Gaile for being so on-top of responding to folks with questions. I myself acknowledge Arenanet Support is working as fast as they can. Thank you.

My friend has been getting the error code 3002:1008:1:462
Stating that the email is not found.
He opened a support ticket (120903-010960)
On 9-3-2012, still no response.
I understand that many others are in need of help and you guys are swamped but please help as soon as possible, very frustrating.
Thank you

hey, my friend got his GW2 account hacked last week with his email account. Ticket reference #120903-007917. The hacker changed his email address twice but he was able to log in through hotmail’s phone security system. It still didn’t get fixed however. Could you change his email address for his GW2 account to dolfsdolfs@gmail.com. Thank you

I am awaiting help for my account since Aug 29.
My ticket # is 120829 – 010794
On the 29th my account was hacked between the update at midnight and 8am.
I had trouble logging into my account between 8am and 9am when I discovered that the reason was I was being hacked.
I immediately put in a ticket.
I tried to login to the account to obtain more information for my ticket and discovered I had been permanently banned for Breach of the Rules of Conduct and User Agreement. This was later updated to include the reason "Engaging in or assisting with Gold or Item sales for real world money (error code: 45:6:3:2114)
In my ticket I have included all information requested of me in determining that I am the owner of my account.
I have updated my original ticket 3 times in compliance with the request for information.
I submitted an additional ticket on Sept 2nd referencing my first to make sure it was properly prioritized. Ticket #120903-001558

I have read all of the steps and done all of the appropriate actions but now I can not even log on. I reprioritized it and still have heard nothing.

Thank you again, I know I’m posting a lot, but there is not other venue for me to get a hold of support anymore.

Here is my ticket number: 120831-021756
And updated with more info: 120831-006491

Thanks for getting this stuff going, I understand it’s probably been an insane few weeks for you guys, I just want to be able to play a little before school gets going, I made a huge mistake with my actions and I learned enough about what you guys want out of this community from the 4 or 5 days I’ve been trying to contact Arenanet for questions on the email response that contradicts my actual ban time (says 3 days for chat offense, got 14 days).

Posting for my buddy: Deathel.5380
Account hacked, 30 August.

#1: 120830-007078
#2: 120904-003063

Please help as soon as possible.
Thank you

120903-012740

I’m posting this from my wife’s account because I can’t login to the game or the website using my own. I’m getting the “the email address you entered was not found” message. I also get a similar message when attempting to login to the website. I received an email on the same day this all went down telling me my email address had been changed. I’m pretty sure that means I was hacked. Anyhow, the account email address is phleshdef@hotmail.com and the user ID is Phlesh.1674. I’ve been waiting a few days now without any real response. I understand that the team is likely getting swamped because of the massive outbreak of account breeches, but it would be nice to hear SOMETHING. Mostly, I’m worried about whoever got ahold of my account misusing it in someway that gets it banned. I’d like to know that, if this hasn’t already happened, proper steps are being taken to ensure it doesn’t.

Hey,

I’m still waiting for a reply to my ticket regarding refunding of 3 additional serial keys I bought whilst purchasing the game.

Sounds silly I know, but due to a browser issue, every time I clicked purchase I got a time out error, tried 4 times and it occured each and every time.

Then went to my email account, and would you know it, 4 game purchase confirmations.

My ticket number is: 120830-006917

Having even a response other than “thank you for being patient” would be nice

Thanks

Toble

Hi,
Posting from my GF’s account, mine is Jelk.1940

I have been hacked since last stress test ( 23/09 ) and support is taking a hell of a time to work on it…

This is the original ticket number:

120823-004501 In french.

I have submitted a new ticket as asked when you said all prior to 1st september have been processed, here i restate everything in english:

120904-002817

Thank you in advance, i bought game on first hour of sale and have not been able to play at least once yet…

Oh and please, may you look at the account to see if it is banned ? I was never able to log in, so it can’t be my behavior if it is banned…

Thank you.

Hello, my dormmate (wilkelsh.6589) has been unable to log into his Guild Wars 2 account since Saturday, 31st of August around midnight. He had applied his code, following instructions in order to upgrade his account from pre-purchase (60$ boxed – Gamestop) to retail version. It said the code had been registered, and he assumed the game was set. After the end of the grace period however, he has been recieving Error 9 upon attempting to log into the game client. Upon Labor day it began saying that He had not registered his retail code and should do so. When attempting to reapply the register code to his account, the site says that the code is already in use. His account has not been accessed to mine or any of our guildmember’s knowledge since the end of the grace period. He filed a ticket about this issue on Sunday, 1st of September at around 1 am, with the support ticket number: 120902-005326. He has since replied to the support ticket, filling in the information that he found was required on the forums. All screenshots related to the incident are on the ticket. He has not had a reply since.

Along with the above issue, between this posting and 5 hours previous, his account is unable to access the Guild Wars 2 Forums (namely this page, following the “add reply” link above). Upon attempting to log in, he recieves the error: “Login error. You do not have access to Guild Wars 2.” This is preventing him from replying to forum posts to attempt to rectify the problem.

Posting for my buddy:
Email / account doesn’t belong to an account. Had a ticket open since August 31st and it happened directly after a disconnection.
31st August – 120831-015265

Priority ticket 120905-002469
He’s been waiting a long time for support, any assistance you can give him will be greatly appreciated by him, and those that have to listen to him whining on skype! :P
<3

Original ticket # 120901-005175

I was banned for RMT apparently. I was simply playing the game normally like anyone else. I decided I wanted to dye my armor, so I bought dyes off of the GEM store. I then bought a dye pack for 200 gems. I did not receive my dye pack so I put in a ticket asking why (I posted about this in the gem thread as well). I then traded my last 600 gems for gold using the currency exchange in game. About 2 or 3 minutes afterwards, my client closed and it popped up saying I had been banned for RMT. Screen below.

This is outrageous. I’ve now been banned for over 5 days without response. Something needs to be done, and very soon. Being banned for doing something wrong is one thing, but being banned for doing nothing wrong and for so long without a response is concerning for both the player and the company.

8/31 – 120831-006906
9/02 – 120902-006289 – there’s best represented information about the incident
9/05 – 120905-002252

Greetings!

Guild Wars 2 Account Name: Hidden
Guild Wars 2 Display Name: Dahgoth.4617
Guild Wars 2 Serial Code: Hidden

Since August 30, 3 pm UTC+4 (4 am PDT, the time my vary) I couldn’t log-in to the game. First I thought that it’s may be because of some maintenance and/or log-in issues (was wrote @twitter). But after a few hours, I got a new error message (instead of “could not connect”) that my account was suspended due to violations. After that, I checked other games’ accounts (WoW, D3, SC2, Entropia Universe, Ultima Online and Eve Online) which was registered on different e-mails and found that I’ve lost it already.

After conducting a thorough check of all systems and accounts (LiveCD AV’s) I found few trojans and rootkits.
I’ve made a clean install of OS and software, restore and protect all my e-mail and game accounts.
However the accounts that were protected two-factor authentication was not affected. Therefore, I believe this method is the most effective in the fight against hackers and scammers.

But still I don’t know why I’ve got my account permanently banned and how to restore it. So I hope you’ll help me.

Thank you for your understanding and support.
Best regards, Hidden Real Name a.k.a. Dahgoth.

P.S. By the way, I checked my e-mails address in a few secure services (such as pwnedlist.com, etc.) to confirm that it isn’t in the scammers lists.

Banned since 6 day ….

should be unbanned since 3 day !

120831-009379

Hello,
My friend Ezin.6570 cant log in on forums so i post for him.
He is waiting 3 days now with no response from support.
He has 4 tickets open, the last one is 120903-011973.

ticket numbers
1st [Incident: 120830-007102] response [—-001:000531:55491—-]
2nd [Incident: 120831-006634]
3rd [Incident: 120903-004652]
i understand only 1 from now but when no one is telling you anything you want to make sure you get your point accross.
Carl..

Hello,

I have two tickets, first one I created because of a Permanent Ban which i had no idea why. Ticket: 120904-003971

After reading the forums and other users’ posts i believe my account has been compromised. I changed my password and logged a “Hacked Account” Ticket.

Ticket nr: 120905-002609

Gaile, thanks for all the updates here. One important question (and my apologies for hijacking the thread for that):
Does or doesn’t the support team currently have the functionality to roll back an account to the state before it was hacked? (originally ArenaNet claimed that such functionality would be available, but from everything I read here, it doesn’t appear to be operational…)

Posting this on behalve of a guildie of mine who got his account hacked and then banned for RMT. His current account doesn’t exist and now he is even unable to login to post it here.

Ticket has been priotized and was submitted on 31/08 and no response

Account name: xanord.4735
ticket number: 120831-020619

Is account was unbanned but now his account doesn’t exist anymore.

Hello, A friend of mine bought a GW 2 cd-key from a retailer on 30 Aug, 2012. He’d been playing it without any problems but he suddenly got kicked from the game the day before yesterday. Since then he gets 122:4:5:1270 error code whenever he tries to log in the game. He’s contacted his retailer and it claims it doesn’t know what’s wrong with the key. However, it offers him a new serial code (or a refund). I’d like to ask you whether you’ll unblock his account provided that he send you the new serial code it gives him. Thank you for your reply. His ticket number is 120904-008849.

HI! a guildmate has his account hacked since 31 august you’ve sent him a wrong code to reactivate it.
The code is 120831-008189
Thanks

My account was blocked from being hacked by gold sellers on August 28th. The block then changed to account terminated when I checked again. I have a ticket posted in the Ask a question support and was wondering when anyone would look into this or give an estimated time.
Ticket submitted September 2
Ticket number is 120902-004481

My gf got stolen account, someone has changed her (account name) email address, no response. Ticket submitted on early Saturday.
120902-007041
120904-004978
ty for looking at it.

Boyfriend account ticket 120831-008189
account stolen and your password no work

Missing collector editions pet tome and grial since 27 august
Ticket number 120827-005742

thx

My friend can’t log in to forum so i post for him.
Can’t log in since Sept 30 issue : error 3002:xxxxxxxxxxx

He have NO ANWERS from 6 DAYS !!!!!!!!!!

Here the tickets numbers:
120902-009992
120904-003718
120831-013111

Please help him !

updated ticket with precise request :120904-011461

my original ticket number : 120828-009534
made on : 08/28/2012

I entered a serials at 2 diffrent emails seeming i didnt see how to do it on one but as that was supposed to be done i now want my serial of the entire game placed on my good email adress which i have used for gw 1 aswell.

The email adresses account names and serial keys are all in the updated ticket.

I got banned on the night from 30.08 to 31.08. Got logins from china on 4 am. I tried to login on 8 am and see that my acc is banned. Wrote a Ticket on 8:10 am August 31.

Tickets:

1. 120831-007449
2. 120902-011532

Got no answer.
Help would be thankfull.

This ticket is getting pretty old and there are many statements your support is working on issues of 3 days and less but why isnt this adressed? i have also made a ticket at 31th of august with no response the 2nd of sept without a response and today i made one aswell.

all according to the guidelines on how to make/describe the tickets that were givin at that period of time (saying it like that because the way the were supposed to be called or described was changed 4 times) i am really unclear on which tickets i have to keep and which to close i try to close as many as posible to not swarm you with tickets but im not sure on which to keep or delete.

Btw my issue in short is an account split over 2 emails the good email has the pre code and the bad one has the real. what am i supposed to do meanwhile i was farming a bit of copper and wood for my mains crafting on this alt account with a temp alt char but should i keep the account empty? hope so because i figured as much and just deleted a lvl 22 miner :S can you please shed some light on ths.

P.S. Anyone else had this sort of issue was it resolved? still waiting? or bought a new copy of the game? please let me know

As a follow on from my previous post, here are the relevant tickets submitted regarding my hacked account .

120905-002192 – Blocked Login
120903-001946 – Hacked Account
120829-002710 – Original ticket regarding hacked account

In summary, my account has been restored, but it is still “permanently banned” and I am unable to login to the game itself.

Thanks

hi there i would like to point out that i have the same problem.
i made a ticket on 28-08 of my acount being hacked ( when it was still in 72 hour ban) than it went to perma ban and i updated my ticket, refnr: Blocked/Suspended Account [Incident: 120828-003651]?
about 3 days ago i read that you prioretyse hacks and i made a new ticket linking the old ticket ref nr: Hacked Account (28-08-2012)
and i havve not been answer ever since.
right now i havent been able to play since the oficial release of the game, my patience is long gone and my friends i cant play with anymore cause there all 60+ even the ones that were banned just like me.
please let me play your game again!!
Ref nr’s:
[Incident: 120828-003651]?
[Incident:120902-006080]?

120831-020684
another ticket currently holding entire information needed
120904-003894

Characters: Sonofdeath level 38 ranger Sylvari has three pieces of tier 1 cultural armour/ and Son Evergreen Charr engineer
level 2
I just was playing with my friends and i got kicked during the gameplay and now it comes up saying i broke a rule and my account is permanently deleted. i dont understand i never made contact with anyone in game other then my friend and have no clue about selling stuff for real life money. please explain i just want to keep playing my character

Posting for my buddy: LuDii.4857
Account hacked, 1 September.
#1: 120905-005259
Please help as soon as possible.
Thank you

120901-013434

subject: “compromised account”

opened on the 1st.

I’ve had 1 reply asking for more info, which I’ve updated twice [made a new email just for gw2 in case old one is compromised].

I just want to be able to play.

Cheers.

Writing this for a friend as he can’t access the forums or the game still.

Was hacked on aug 31st, still haven’t gotten a proper respons on this matter.

Ticket IDs are: 120905-003307 and 120831-007185