Guild Wars 2

Just looking for some info. I have been waiting 5 days since my account was banned due to someone logging in and doing something from China.

I haven’t heard back and have followed all rules, including updating my ticket as it was categorized improperly.

Just curious about how long the wait time is for Ban appeals as my account info is the same.

EDIT: Account should be obvious but updated ticket # 120904-000944

EDIT2: Just read the current game status and I assume you do not want me to update my ticket yet again. Would love to get a response from someone! Thanks!

He has submitted three tickets relating to his account being hacked by gold sellers, and has only received one response about something entirely unrelated. The ticket numbers are as follows: 120831-017385, 120903-008371, 120904-010682. No account access since the 31st, and your wiki said everyone who has submitted a ticket before the 1st has been helped. Please escalate and respond to these tickets.

I’m having the same issue. The support team got my hacked account back on Saturday, but my account is permanently banned.

120829-014850

My account was permanently banned 5 days ago for unknown reasons, possibly hacking (had a number of login attempts from around the world). None of my tickets have a response yet (well past the 72 hour window for resolving hacked accounts).

Ticket numbers are:
120902-002566
120902-001744
120901-005861

Any idea on when these will be looked at?

Thanks, Kirjon

Edit: Had to raise another ticket as mine from Sept 1 were not done (game update says prioritised tickets prior to 2nd Sept are done; this is false.) Tick # is 120905-001623

My thread is here: https://forum-en.gw2archive.eu/forum/support/account/Roommate-s-ticket-for-hacked-account-has-not-received-attention-since-8-31/first#post3986

THIS (orca.1806) is not my account, this is my friends account I am posting from. My tickets are the following:

120831-017385
120903-008371
120904-010682
My account was compromised, and I was both banned and lost my password for it. My original ticket was put in on the 31st, and the other two have all the information
requested.

My original ticket is still there as well as the 2nd. Neither have been addressed. Sometime on the 28th I submitted a ticket about my home world being changed. At the time I thought this was just from leaving overflow and I transferred back and closed the ticket.
The next day I was going from one heart to the next and got DCed. Then upon attempting to log back in I was banned. I opened and updated this ticket. I attached PDFs to the receipt and registration emails I originally received. I also submitted a new ticket in the “proper” format on 9/2. Now I’m here.

When I went to make my account, and register my retail serial Key, the website glitched out and kept saying my old account no longer existed. After messing with it longer than I should have it made me an account with the same information, but somehow my other account information got lost entirely, all my characters and work, gone. I’m nto even sure what happened, but I provided all the info on both accounts, I want to have the one with my retail key deactivated, and my old one that I started on with Pre Purchase key, activated as retail instead.
An easy fix, but I think the ticket fell entirely out of workflow, I’m not sure it was even looked at. My other ticket I can patiently wait on as it’s an issue I understand it will take time. I would however appreciate it if someone could give me a hand in fixing my account, Thank you.

TICKET: 120831-021206

(I am so glad you opened this section of the forums at least, I was starting to think you were locking us out of support or something for a bit o.o )

120902-010546
120829-015428
120827-012607

I was running from quest hub to quest hub. Banned.

I’m not sure how my brother is supposed to post here when his account is still ‘hacked’ so I’ll do it for him.

2 tickets submitted since 1st September second was a re-prioritise ticket follow up for the first as per instructions on the wiki. As yet only an automated reply has arrived to the second ticket.

1st: 120903-013639
2nd: 120901-012496

Thanks in advance
Taiance

Banned due to Karma Exploit. Did the Appeal, was told it was approved, but I am still banned. now I cannot get a response.
ticket numbers.
120831-001272
120831-004147

I have had the same issue !
Let us compile similar problems onto one
https://forum-en.gw2archive.eu/forum/support/account/Please-help-was-very-confused-that-standard-serial-code-should-be-used-to-update-the-pre-purchase-serial-code-result-in-account-closed/first#post4085

Don’t know if related, but account display name (name.####) changed itself while banned for Karma Weapons — no trace of logins from anywhere else but my PC. Sincere apologies if this is not the place to post the ticket number.

#120830-017629

Almost 4 days since support got back to me citing non-existent account. Still pending approval on my ban, would very much like to be unbanned as per the announcement.

Best Regards,
-A.

Woke up to a permanent ban 9/1. Knowing I did nothing wrong, no explanation was given. First ticket. Permanent Ban? 120901-011311

After learning from friends that I was logged on at 4ish am not answering tells, I assumed I was hacked, new ticket Hacked Account 120902-002248

I did manage to change the email and pw to a secure one. But I am permanently banned

EDIT: Submitted 3rd ticket since mine wasn’t correctly prioritized, even though I followed directions. 120905-004110

Tickets:
120828-008637 (ger support) waiting for an answer for 8 days now

120902-006184 (Hacked account – Ticket submitted August 28 – Ticket number – 120828-008637)

120903-005200 (new ticket with eng support)

I tried to log in last tuesday, got the message “Account blocked due to unacceptable behaviour”. Transformed over the days to “account terminated due to selling ingame items for real world money”.

I have to add that I, of course, never did any of these things. I noticed a login to my account from CN (guess china) on august 28.

My account got hacked… I got the email saying someone was trying to get in but never allowed access, this game needs better security. They took everything from my account and I am so sad….

REF# 120903-010740

On Saturday, September 1, I attempted to log onto my account and was informed that my account has been permantely banned. I have no idea why such severe action was taken on my account. My ticket number: 120901-028754. Thank you.

Think my account got hacked.. When I try to log in I get an error message and it says that my account has been terminated for engaging in or assisting with gold or items sales for real-world money( see attached screenshot). Which I’ve never done before and never will be doing.

ticket = #120901-010514

Customer Brian Rice via CSS Web 08/31/2012 06:30 PM
Dear Steven,

Please take the time to read my message and see the attached PDFs. I was banned for gold selling. If you check the 3 emails sent to me to authorize locations, you will see that they all three were from different cities in China. After doing that please unban my account.
Response Steven via Email 08/31/2012 05:16 PM
Hello,

Thank you for taking the time to contact the Guild Wars Support Team. If you’re receiving a message saying your account has been blocked due to inappropriate behavior (error: 45) the first thing you should do is look at the in-game message shown at the login screen when you attempt to login, where you will be informed if you were suspended for an offensive name or for inappropriate behavior (usually chat).

To keep Guild Wars 2 a pleasant place to be, we take action against racist names, hate speech, overtly crude language, and other unacceptable behavior. If your account is blocked for a chat offense, the account is given a three-day suspension. If it is blocked for an offensive name, you will be required to rename the character name and, in most cases, will also be given a three-day suspension.

You can read our Naming Policy here: https://www.guildwars2.com/en/legal/guild-wars-2-naming- policy/.

GW2 support policies are presented in the Conduct Breaches and Outcomes document located here: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/

Regards,
Guild Wars Support Team
http://support.guildwars2.com/
Customer Brian Rice via CSS Web 08/30/2012 04:09 PM
When I tried to log in to day the error said I was engaging in Money Trading etc. This is a lie. I would like my account back please.
Customer Brian Rice via CSS Web 08/29/2012 03:47 PM
I was permanently banned and I don’t know why. Please help.

Sorry, I forgot mention I also opened two more additional tickets for this issue.

120904-005384
&
120904-010323

Thanks again.

When I got home from work last friday my account was “banned”.
I have been waiting since i got home from work last friday to get a response and have this cleared up so i could play with my wife. Please if you guys could take a look at these tickets and get me back into the game i would appreciate it.
On friday Aug. 31st I sent in these two tickets;
Incident:120901-001319
Incident:120901-001429
Then on Saturday Sep. 1st when I read how you would like support tickets formatted correctly i sent this one in.
Incident:120902-001421
When I try to log in it says I was banned for realworld trading or something, I did not do this. I have 142 saved emails from the authenticator from someone in various chinese cities trying to login to my account. I have since changed my email password, and my GW2 account password to something unique and much stronger, please take a look at my tickets at your earliest convenience as I am tired of watching my wife play and would like to get back in the game with her
Hope this works,
Thanks!

My ticket’s reference number is 120902-002636

I had come back from a successful day of playing the night after to find that my account was permanently locked due to gold trading operations; looking at my email, I found that my account had over 1000 attempted breaches from foreign parties logged—I assume that this is why you shut my account down, as no information such as my log-in credentials was changed.

I’d simply like to get my account unbanned.

My account was perma-banned for being involved in gold trading operations or game items for real money. I suppose that my account was hacked because i never did that. I sended a ticket on August 30 and never had an answer.

120904-006767

This ticket is related to another ticket i sent before : 120902-013128

My friend was hacked, and can not log into the website to do anything about it. So i am posting his ticket number for him. This style of support is not reliable, seeing as people can’t even respond.

Ticket # 120902-015021

He’s been waiting 3 days with no response.

11 day old ticket, still no answer on my original question. No answer for over 5 days now after being told it was being passed to the guild wars 2 team.

Edit:
Original ticket # 120824-004101
then you changed the ticket to #120825-006307
and the last reply I got was to the original ticket #120824-004101 which was on the 28th and I quote:
“I am transferring your ticket to the Guild Wars 2 Team to further assist you. Someone will be in contact with you as soon as possible.”
That was 9 days ago now, is 9 days and counting really as soon as possible..??

I created a ticket (120831-011910) on the 31st due to my account being hacked. 3 days later my user name was transferred back to my original email and my password rest. When I tried to log on I was perma banned which must have happened sometime while my character was out of my control. I responded to the original ticket with this info less than 10 minutes after the resolution and have not heard back since. I created another ticket and referenced the original ticked as instructed only for it’s status to be changed to duplicate with no additional information. Please tell me what I need to do to get this straightened out. Thanks for your help and thanks for opening the forums.

My friend cannot log into the forums due to not having a password to do so.

He has been out of commission for two days and has a ticket in for around the same time. He had suspicious activity on his account (a log-in from China) so he went to change his password. However, the password reset bugged out or he typo’d and he can no longer reset it due to it being down. All he needs is just a password reset from support.

His ticket numbers are:
120903-009044
120903-007401

Submitted ticket on 29th August, number is 120829-005279.

I lost my items & gold, but managed to change my password upon discovering the account breech.

ArenaNet changed my password to a ‘less secure’ one on 1st Sep after 4 days, and was told by support that they do not do any account restored. In-game mail is disabled, and I can’t receive money from events, or items from guild members to get me back on track in the game.

Updated ticket, and still waiting for a response to be “unbanned” for reporting my hacked account. Took 3 days annual leave for the headstart, only to be hacked and double-whammy banned by ArenaNet. Awesome.

NexxusLive.1284:

Customer Brian Rice via CSS Web 08/31/2012 06:30 PM
Dear Steven,

Please take the time to read my message and see the attached PDFs. I was banned for gold selling. If you check the 3 emails sent to me to authorize locations, you will see that they all three were from different cities in China. After doing that please unban my account.
Response Steven via Email 08/31/2012 05:16 PM
Hello,

Thank you for taking the time to contact the Guild Wars Support Team. If you’re receiving a message saying your account has been blocked due to inappropriate behavior (error: 45) the first thing you should do is look at the in-game message shown at the login screen when you attempt to login, where you will be informed if you were suspended for an offensive name or for inappropriate behavior (usually chat).

To keep Guild Wars 2 a pleasant place to be, we take action against racist names, hate speech, overtly crude language, and other unacceptable behavior. If your account is blocked for a chat offense, the account is given a three-day suspension. If it is blocked for an offensive name, you will be required to rename the character name and, in most cases, will also be given a three-day suspension.

You can read our Naming Policy here: https://www.guildwars2.com/en/legal/guild-wars-2-naming- policy/.

GW2 support policies are presented in the Conduct Breaches and Outcomes document located here: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/

Regards,
Guild Wars Support Team
http://support.guildwars2.com/
Customer Brian Rice via CSS Web 08/30/2012 04:09 PM
When I tried to log in to day the error said I was engaging in Money Trading etc. This is a lie. I would like my account back please.
Customer Brian Rice via CSS Web 08/29/2012 03:47 PM
I was permanently banned and I don’t know why. Please help.

I also got this completely useless response from ‘Steven’. If someone at the CSR department could talk to this individual about sending out completely useless responses to customers, obviously without even reading their ticket, that would also be appreciated.

Posted ticket on the 30th, banned on the 29th for “selling gold or items for real world money”. In the ticket they said the issue was resolved but the ban was not lifted.

Ticket 120830-003632 and 120831-001406

I created a ticket (120831-011910) on the 31st due to my account being hacked. 3 days later my user name was transferred back to my original email and my password rest. When I tried to log on I was perma banned which must have happened sometime while my character was out of my control. I responded to the original ticket with this info less than 10 minutes after the resolution and have not heard back since. I created another ticket and referenced the original ticked as instructed only for it’s status to be changed to duplicate with no additional information. Please tell me what I need to do to get this straightened out. Thanks for your help and thanks for opening the forums.

I am posting for my roommate because his account gives the message “You don’t have access to Guild Wars 2”. He pre-ordered the game at gamestop, so he hasn’t activated his account yet, since he was banned as of the 29th.

His ticket numbers are as follows:

120829-014884
120904-000694

Following is his description of the issue:

So I logged on last week on the 29th and I get a message that says my accoutn was banned. I’ve got a few emails getting my info to verify I am who I am. then one saying how to fix it but im pretty sure the one saying how to fix it was about gw1 not gw2 since it dealt with character names(a gw1 login feature) and there was a link to gw1 website. On top of the hacked account I cannot figure out how to attach my serial code to my game since I am banned. And it seems the answer to attaching a serial code has been removed from your website. Anyways I recently sent an updated email reply to the last ticket I got so check that for more details(including my serial number so you can activate my account). I just want to play so please help. Thanks. Elegen.

His Account Name:
elegen.5243

First of all, I must apologize for making such an error .. it is my first mmo and my friend got me really interested into the game.

I would like to start by elaborating my situation.

I bought a $60 pre-purchase serial code from retail store called MemoryExpress. Then I created my account using that code. I went on to play with my friends for the first week and reached level 51(not that it matters). I went back to the store to pick up my standard copy and was confused that I received another serial code. This was where I got confused and created another account accidentally through the register.guildwars2.com because I thought I was updating my previous account.
Now that the grace period is over for the pre-purchase serial code I cannot access my account anymore and only have access to this current one which was accidentally created with the standard serial code.
I would really love to be able to play on my original account and had my support ticket made about 2 days ago. If anyone can help me out please contact me through
[email redacted]. Since that account is temporarily closed I wonder if my ticket will be ignored or not ..

Thank you!
[email redacted]

My two tickets using the older email:

120903-011634

120903-003125

My friends account got hacked last week and he still hasnt gotten any response even after following the guide lines released recently. The e-mail on his account was changed while he was asleep and he has been completely unable to access the account since the 29th.

His ticket number is: 120829-007642

He also has a newer ticket linking the original ticket with the number: 120904-000519

Posting this on behalf of a friend who is unable to log into her account now as her username/password have been changed.

120902-004435
and
120901-027181

this is my friends account that got hacked and his password been changed and idk about his email since its so easy to change an email but his ticket is this.

120902-017365
his display name is maxakhan.5148

he has been trying to get someone to contact him and to figure this out he still has all the info u would need to prove its his he just wants help on getting his account back if he could get help be much appreciated

(also he said that he was in the middle of playing and he kept getting diconnected back into the character screen so he thought he had to restart the whole guild wars 2 program to fix the problem and when he did it instantly said password is incorrect and ever since could not log back in so we think he was hacked)

[Incident: 120824-006506]
I have two GW1 accounts. When I went to link one of the accounts after launch to my GW2 account it said one was already linked. I do not know which one is linked. It says nothing about linked accounts on my NCsoft account. One account has my HOM rewards on it and it the one I want linked with my GW2 account. I don’t want to keep playing on this GW2 account if the wrong account is linked to it. Please help me resolve this. The original ticket has been open since day 1 the 3 day advance.

My friends account has been hacked, here is his ticket number: 120904-000872
…and display name: zEEbra.5417

My account was suspected of being hacked(Aug 31st) due to multiple attempts of someone trying to log in overseas. my original support ticket is 120831-015403, GM Verminthrax was able to reset my password and I now have a unique password on both my e-mail account and my GW2 account. However, when I attempt to log-in I still get the perma-ban pop-up at the launcher. After which, I then submitted another ticket(120905-000036) which I am now waiting to be responded to.

Friends account hacked he still hasn’t had any help…

"
Was hacked on the 31’st and submitted a ticket on that day and this has still not been resolved for me, if you could please have a look at the following ticket I would greatly appreciate it.

Reference Number
120901-000739

Thanks.
"

Other people have gotten a response, I would really appreciate some help too. I won’t turn down any request for information either, please…I’m begging you…

Posting it for my friend who’s unable to log in.
His display name: Eichler.8479
Tickets: 120904-001039 and 120903-004695.

Thanks.

Also posting for my friend who can’t log in anymore, Saturday he received notification that he had entered an incorrect password, tried everything for a couple of days and still doesn’t work, password also can’t be reset.

Display name: Maxxe.8409
Ticket numbers: 120902-008226 & 120904-005841

Posting this for my Brother’s account that got hacked on 08-31-2012.
His display name is: Natendo.1325
Ticket#1: 120901-029597
Ticket#2: 120903-000153

he also wanted to note, he doesnt expect to perma-banned after he gets his account back. Him and I pre-ordered and now we cant play together.

thank you for helping resolve this issue

Hello, my brothers account was hacked on the 1st and he is unable to log on since his email/password has been changed.

Ticket #s : 120901-029815 and 120902-002474

My account was hacked on August 30th, the initial response to my ticket was incorrect and I still haven’t been able to access my account. I have since created two additional tickets to try to get it re-prioritized and I still haven’t gotten anything other than an automated response since the first incorrect response.

The original ticket: 120830-008691
Most recent ticket: 120904-002356

Well my account was hacked like a lot of people, the hacker took all my items leaving me naked and emptying out my bank/materials. I’m not going to go into it. What I am just hoping for is an email from someone from support just saying that I’m on the list and they will get to me… All I want to do is play, it’s just so upsetting.

Ref# 120903-010740

just incase…

I have a ticket since 28th of august and not a single word was said to me from your company. my latest ticket i made is :
- 120904-011461
My support account is duanestoof@hotmail.com.
It would be nice if somoene were to look in to it

120903-002585: I played till level three then got hacked

They reset my password and said that they restored my account but they only reset my password. My account was hacked on Friday and I received an email today stating that my account was back in good order. Got home and could log in but still banned. The email was from Verminthrax

Here is the original ticket number:
120831-015182

I have since opened another since I don’t know how to open a previous one.
120905-000181