Guild Wars 2

My wife is trying to change her password but can’t recall what it was. She submitted a ticket because she doesn’t have her serial key (bought directly from your site) and the response she got says her code is invalid……..but she’s ASKING for a code or a means to reset her password. I’m not sure if the customer service team is handled by non-English speakers or some automated system but what a joke.

I’d like to think there’s an easier way to reset a password instead of submitted multiple tickets because it can’t get fixed the first time. Are there some key words your system or employees will better recognize she can try for her next ticket?

It also changed the topic/heading of her email to something unrelated.

This entire password change thing has got to be biting you guys in the kitten at this point. You force everybody to change their passwords so accounts don’t get compromised, in order to lessen the load on your support team but in reality this has probably doubled their workload since your password system is jacked up.

If there’s one thing I’ll say about ArenaNet, it’s that they find a harder way to do a job half as good.

First, the serial code must have been available at the beginning, because you need it to get registered.

Second, you admit that these numbers are lost. It is, after all, the easiest way to establish the ownership of a legit owner.

Third , after all the news available to everybody about hacked accounts with recycled passwords, it should be clear, that Anet needs to prove the ownership in such cases. YOU would be complaining first, if they should not be careful about it. At the same time it is already known, that hackers claim the legit ownership of accounts to get mails and passwords changed to their liking and to keep the legit owner outside.

Fourth, after having said all this, get back to support, explain your problems and wait for all the alternatives available to claim legit ownership of that account.

Fifth, seeing your rant here, I would suggest to be kind and informative and patient. It may help.

If she hasn’t done so already, she should go back through her e-mail to see if she can find the serial key. Since she bought the download from ArenaNet, she would have gotten an e-mail with this information. She needed it to create the account, as Michael mentioned.

But this is not really about needing a serial key—this is about Customer Support misunderstanding the request and therefore giving you an answer that isn’t useful at all. I don’t know what to recommend as key words to use to respond to the ticket. I would respond to the ticket and try to make it clear that the agent:
- did not understand the problem
- gave a response that did not help me at all
- and then restate what the problem is as simply and clearly as possible

Stormrage.5392:

your password system is jacked up.

1. Your wife doesn’t know her own password
2. You don’t have a serial key

So it’s not really that the system is jacked up but you don’t take password security as seriously as you should. Which is exactly what ArenaNet knows is happening and wants to remedy. (might want to actually save your proof of purchase/registration codes as well)

I suggest that your wife try and find her old password if you aren’t patient enough to wait through support. If she has used the password before on a browser (and probably saved it, seeing that’s what she does) she can possibly find out what it is.

Here’s some helpful links:
Viewing passwords for
Firefox: http://support.mozilla.org/en-US/kb/password-manager-remember-delete-change-passwords#w_viewing-and-deleting-passwords
Chrome: http://support.google.com/chromeos/bin/answer.py?hl=en&answer=95606

For other browsers simply google: view saved passwords [browser name]