Private Messages: A Personal Request

Private Messages: A Personal Request

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

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It’s sad to open your Guild Wars 2 Forum account and see more than 1,430 private messages. And it’s doubly sad to know that in order to focus on the forums as a whole — with the related benefits that help all players — answering those PMs is simply impossible.

Please do not send a PM to:

  • Ask me for a personal review of your ticket. If you need help, post about it in the forums, Consider using the Tickets for Review thread, because posting immediately after creating a ticket is pointless — we must allow the agents time to resolve your issue.
  • Ping me to respond to your thread. If it’s in the forum, and if I can respond to it, I will. Note that I primarily focus on game account issues.
  • Ask me to point out your thread to the devs, or expedite a review of your suggestion or feedback.
  • Report a bug.
  • Report an exploit. Send an email for exploits to Exploits@Arena.Net (to keep critical info off the forums).
  • Protest a Support decision.
  • Give an opinion on a game change.
  • Argue about comments in a locked thread.
  • Request special services, such as a Display Name change that already has been declined by Support.
  • Ask about a third-party program. Review Our Policy Statement for the current policy.
  • Report a phishing mail. Review the A Note About Phishing thread and report in the Email from ArenaNet thread.
  • Report other things that can and should be reported directly to Support, including scamming, harassment, and other breaches of the Rules of Conduct and the User Agreement. For some issues, such as offensive language, you can report from within the game.

The forums are a wonderful place, and we can, will, and do respond to as many posts as possible on pretty much a daily basis. PMing isn’t the right way to get help. If you have an account issue, submit a ticket. (Click “Support” at the top of these page, and then “Submit a request” to get started on a ticket.)

If you want to follow up on an existing ticket, you must give the team time to analyze the issue and response. If you still need help after three days, post in the Tickets for Review Thread.

If I ask for you to PM me with information that is not safe to post on a forum (never your password, but perhaps the user name or other info that helps me identify the account) I will look for your response. But these situations are very rare.

Lastly, everyone appreciates a friendly note or a warm greeting. But please keep forum business on the forums, so that everyone benefits from the information provided.

Thanks for understanding!

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

(edited by Gaile Gray.6029)

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Posted by: Smooth Penguin.5294

Smooth Penguin.5294

Gaile deserves a bonus for putting up with this. I’ll e-mail Colin with the suggestion to double her pay.

In GW2, Trading Post plays you!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Gaile deserves a bonus for putting up with this. I’ll e-mail Colin with the suggestion to double her pay.

gasp Don’t you dare! Colin doesn’t need one more email, that’s for sure! (But thanks for the sweet idea! )

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

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Posted by: JustTrogdor.7892

JustTrogdor.7892

Although probably much more extreem in your case I can feel your pain. I used to moderate a very popular message board and would get PMs non-stop from people about all sorts of random stuff, LOL.

Sadly, like many messages here, I don’t think a lot people will read your post before sending a PM. I hope it cuts back on some of them though. By the way I just sent you a PM. Could you please read it and get back to me ASAP?

The Burninator

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Posted by: gassy.8975

gassy.8975

Sadly, like many messages here, I don’t think a lot people will read your post before sending a PM.

Unfortunately this is probably true. A lot of people don’t even glance at the stickied threads.

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Posted by: Loli Ruri.8307

Loli Ruri.8307

Why not just make the forum say this thread upon them attempting to submit a mail to you, and then make them do a tiny comprehension test before they can continue with sending you mail? I’m sure it will kill a lot of mail that’s going your way incorrectly.

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Posted by: JustTrogdor.7892

JustTrogdor.7892

Why not just make the forum say this thread upon them attempting to submit a mail to you, and then make them do a tiny comprehension test before they can continue with sending you mail? I’m sure it will kill a lot of mail that’s going your way incorrectly.

Because people would still fail the test and then start posting threads here about it :P

The Burninator

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Posted by: Loli Ruri.8307

Loli Ruri.8307

Why not just make the forum say this thread upon them attempting to submit a mail to you, and then make them do a tiny comprehension test before they can continue with sending you mail? I’m sure it will kill a lot of mail that’s going your way incorrectly.

Because people would still fail the test and then start posting threads here about it :P

So what you’re saying is, the test would be a successful deterrent to clogging the CM’s mailbox with spam?

Intel Core i7 4790K @4.7 GHz, 32 GB 2133 MHz DDR3.
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Posted by: Smooth Penguin.5294

Smooth Penguin.5294

I think he’s saying that people don’t care to take the time to look something up, or search the stickies. As an example, look how many players constantly post new threads about the phishing e-mails, when a merged thread dedicated to them is sometimes near the top.

Still, major props to Gaile for putting up with us for the past 10 years. I do miss her LA trains.

In GW2, Trading Post plays you!

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Posted by: JustTrogdor.7892

JustTrogdor.7892

Why not just make the forum say this thread upon them attempting to submit a mail to you, and then make them do a tiny comprehension test before they can continue with sending you mail? I’m sure it will kill a lot of mail that’s going your way incorrectly.

Because people would still fail the test and then start posting threads here about it :P

So what you’re saying is, the test would be a successful deterrent to clogging the CM’s mailbox with spam?

No I’m saying people would fail it because they wouldn’t read and then post threads in this forum because they are confused and can’t send a PM.

The Burninator

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Posted by: Asuka Shikinami.5462

Asuka Shikinami.5462

For what it’s worth Gaile, people message you because you are known as a respected and trusted member of Anet. I have read all sorts of negative comments on other sites regarding the staff, particularly to do with QC’ng… but you and John Smith are always mentioned respectfully.

So while it may be tedious, it is a sign of community love. In a strange unrequited-stalker fashion.

After I’m elected, bribing me will be considered a “gold sink”
- John Smith

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Posted by: bluestocking.6148

bluestocking.6148

Gaile’s post lacks the pertinent information about what her favorite kind of cookies might be. In case one wanted to send something that wasn’t a PM.

I am destruction itself. I also bake cookies.

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Posted by: Deimos Tel Arin.7391

Deimos Tel Arin.7391

bumping this topic up so that it gets read by people.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Let’s be clear. I love my job, completely adore being able to help people and serve as that liaison-y person between players and the company for support-related issues! It’s mainly just a problem with people — honestly, you’re right AP — submitting a ticket and then messaging me to try to expedite it or, having gotten a couple of thorough reviews, pinging me via PM to ask for another review or to argue with the decision.

As a company, we are open to another review. We’re even open to defending a decision, of making it clear why something must be as it was told in the ticket. Heck, you’ve probably all seen us reverse a decision due to a forum discussion! It’s part of being responsive, and that’s what we’re all about.

But those discussions should happen on the forums, not via PM, so that others can benefit from what we learn about one player’s situation. So much can be gained with an open discussion, and while PMs are great for some things (I’ve gotten some PMs I truly treasure) the best place for situation discussions is the forums. (Exception: telling me about an exploit or exploitable bug, which naturally cannot /should not happen in a public space.)

Thanks for understanding! <3

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

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I have received quite a number of PMs, many from people who haven’t even submitted a ticket. Please read the first post and help us help you!

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

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Posted by: Smooth Penguin.5294

Smooth Penguin.5294

Gaile, perhaps your guys can code a “block” function in the PM system for Anet employees? That way, people who send frivolous PMs will be forced to use the Support System?

In GW2, Trading Post plays you!

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Posted by: Astral Projections.7320

Astral Projections.7320

Gaile, perhaps your guys can code a “block” function in the PM system for Anet employees? That way, people who send frivolous PMs will be forced to use the Support System?

Really. I’m not sure why the ANet employees need to be contacted by every Tom, kitten (lol, old fashion name that is now bad) and Harry who can shoot off a message. I bet the Devs get tons of PM’s also. Access is fine and dandy but the vast majority of whatever people need to say can be said as a post.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Well, I don’t want to block people completely, because occasionally I need to get a PM. For instance, you’ve both seen someone post “I think I know about an exploit” and I give them an email address or tell them to PM me. I do not want to start collecting exploit reports, but sometimes — is that’s the only way we’re going to hear about it — it’s good to have a PM box.

Also, sometimes I need a bit more info about a situation (say one in which a ticket has not been submitted) and I ask for that via PM for privacy reasons.

Plus, I don’t want to be out of touch, I just want people to post where they will be helped as quickly as possible and where their post and the solution/answer may help others.

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

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Posted by: JustTrogdor.7892

JustTrogdor.7892

Can I get the message board from sending me PMs every time a post I replied to gets moved or deleted?

Really I just wanted to front page this for you again.

The Burninator

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Posted by: BilboBaggins.5620

BilboBaggins.5620

Hang in there Gaile! I and my sons have had pleasant dealings with you since GW1. You’ve always been helpful and supportive and the last thing I’d want to see is you getting burned out and leaving the community. Just one question if you notice this post; will we see the frog in GW2?

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Posted by: Teofa Tsavo.9863

Teofa Tsavo.9863

I think Gaile needs a GW2 froggie mini for being a star communicator.

Ley lines. The perfect solution to deadlines and writers block. Now in an easy open Can.

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Posted by: JustTrogdor.7892

JustTrogdor.7892

I think Gaile needs a GW2 froggie mini for being a star communicator.

Heck, I want a Gaile mini. But only if it would keep up with my characters unlike the other ones that are half a map away when I turn around. Also the mini would have a special skill that deleted old game mails so when I buy something from the Gem store I would get it right away.

The Burninator

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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While this thread got a wee bit off topic the bullet list of recommendations and requests in the topmost post still bears noting. And I know I need to bump it back up to the front page when I’m seeing folks post a question and immediately send me (and perhaps other members of the Anet Team) a PM to follow up.

Thanks for reading the first post and following those guidelines!

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

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I just found a whole passel of PMs in my box, so I need to make sure folks have seen this post.

Thank you.

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

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Posted by: Nightshade.2570

Nightshade.2570

Gaile,

I am going to PM you about this post…

April fools, wait its august.

You do a great job!

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Well, if you managed to bump this thread, I’ll forgive you the joke.

Maybe.

It’s probably worth noting that there are now more than 1,430 PMs in my in-box, and I confess that quite a number have not received a response. It’s a matter of bandwidth and focusing on where I can do the most good. Please continue to submit tickets to Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

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

(edited by Gaile Gray.6029)

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Another week, another 50 PMs.

Please remember that forum posts help every player and posts are usually the best way to get help!

The only exception I can think of is letting me know about an exploit that would be dangerous if posted. Otherwise, please use the forums as intended.

Thank you!

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

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Posted by: God Of Fissures.8627

God Of Fissures.8627

Gaile The Frog,

I want your frog mini for my gw1 hom.

I’ll send you a PM with all the details of the transaction.

(i’m kidding. keep up the awesome work!)

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I need to refresh this post, since I feel bad with unanswered PMs.

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

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Posted by: Smooth Penguin.5294

Smooth Penguin.5294

If I mail boxes of chocolates to your office, will you answer?

In GW2, Trading Post plays you!

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Posted by: ShiningSquirrel.3751

ShiningSquirrel.3751

Bumping so new posters will see it.

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Posted by: Jayne.9251

Jayne.9251

I think I sent you a PM once, way back in May. But that was to congratulate you on how you handled a particularly bad (liar) and troll.

L’enfer, c’est les autres

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Hey, thanks for keeping this on the front page!

~waves Wand of Special Dispensation against the “No Bumping Threads” rules for those who do it for a good cause~

Jayne — your PM was more than welcome, and I appreciate the kind thoughts. I just worry that I’ll miss a pressing issue in the PM box, but the “No PMs” really means “no issue-based PMs so I don’t miss them” and not "Never write me again!! 1 ! "

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

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Posted by: Sondergaard.8469

Sondergaard.8469

This thread needs more glue. Sticky! :o

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Posted by: Aiglos.2907

Aiglos.2907

I think people don’t tend to read stickies… well if there are so many stickied posts it’s a bit easy to overlook, especially if it’s sandwiched in the middle of others…. at least I wouldn’t read them unless I were very bored

Maybe there is a special way to make the title of this thread in a different colour, like blue, or bright purple? If I saw a blue or purple post, I’d click on it in like… 3 seconds and may even read the contents! It could then be stickied succesfully.

Or it could be given a title like:
’Here’s how to claim your free kittens in GW2’
Followed by the request.

Slightly devious, but it might help.

Fear the might of Shatterstone!

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Posted by: Astral Projections.7320

Astral Projections.7320

Bumped to page 1.

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Posted by: Jayne.9251

Jayne.9251

Gaile is my hero. <3

Thank you for looking into those two major issues: password resetting and the whisper bug. You made a TON of people very very happy.

L’enfer, c’est les autres

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Thanks for keeping this close, guys. I am sure that it’s helpful in explaining why I may not be able to respond to PMs.

There are cases where I get PMs by request. Right now I have a few with headers from rejected e-mails that will help us get that situation resolved. A few contain a friendly note, which is fine. But most of the PMs are folks asking for extra or expedited help, and I need to keep those on the front page here because an answer for one can be an answer that helps many.

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

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Posted by: Astral Projections.7320

Astral Projections.7320

Bumped to bring back to page one.

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Posted by: Astral Projections.7320

Astral Projections.7320

Bumped to bring back to page one.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I’m getting a lot of “Please check on my ticket” requests via PM. Please, please read the topmost thread! Thank you kindly.

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

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Posted by: StinVec.3621

StinVec.3621

Bump
(to preserve Gaile’s hair and potentially her sanity)

(also removed my previous bumps for thread cleanliness)

| [“I’d really like this…” — Resource for Gifting Strangers] |
| [Free Ports For All “Not So Secret” JP Needs (and 1st Try Dive Tips)] |
| [Classic Thread: “all is vain”] |

(edited by StinVec.3621)

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Posted by: ShiningSquirrel.3751

ShiningSquirrel.3751

Bump for Gaile
123456789

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Posted by: SandraSolace.7682

SandraSolace.7682

Little bump for awareness

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Posted by: Jayne.9251

Jayne.9251

Bumping this and dropping off a little present for Gaile

Happy Thanksgiving! (Hope you got some turkey).

and

http://www.artfido.com/blog/50-life-hacks-to-simplify-your-world/

L’enfer, c’est les autres

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Posted by: Astral Projections.7320

Astral Projections.7320

Bumped to page one.

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Posted by: SandraSolace.7682

SandraSolace.7682

Bump

And also something to add.

Gaile, I was wondering if it would be possible to tell us, who try to help people on this forum, what the rules are for advising someone to submit a request.

I personally had a post deleted telling someone to talk to support for selecting the wrong server. And I can easily explain why I advised that. But I was wrong and it made me wonder about the rules.
It was posted before that we should not be so easy on the “talk to support option” and I fully understand that! I really try to follow that and have advised it a lot less then I did before the warning.

But I also admit to not knowing where the exact line is and I’m probably not the only one.
Plus, getting a reprimand by PM is kinda scary

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Posted by: chris.9142

chris.9142

i also had a post deleted today supposedly fro insulting a member and i know i didnt o that so…

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Posted by: ShiningSquirrel.3751

ShiningSquirrel.3751

Bump for Gaile.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Moving to front page.

If this is TL;dnr: Please submit a ticket for support issues and do not ping me directly unless I request information that we need to keep private. Thank you.

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