Strange support

Strange support

in Account & Technical Support

Posted by: Kulvar.1239

Kulvar.1239

Hi!
I sent a ticket to the support and they do two things that I don’t understand. I just ask for the recovery of my infinite tools (I deleted a character and forgot to put them in the bank before).

They’ve asked to use my account and changed my password. Just why ?
Can’t they juste check my account without it ? Just look in the database that I’ve buy the infinite tools 2 weeks ago and that they’re not in my bank or on a character ?
Why have they to lock my account and create a character on it (They created a Norn named “Testytesty” ?

It’s not phishing because I’ve not give my password.

Strange support

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Next

Hi!
I sent a ticket to the support and they do two things that I don’t understand. I just ask for the recovery of my infinite tools (I deleted a character and forgot to put them in the bank before).

They’ve asked to use my account and changed my password. Just why ?
Can’t they juste check my account without it ? Just look in the database that I’ve buy the infinite tools 2 weeks ago and that they’re not in my bank or on a character ?
Why have they to lock my account and create a character on it (They created a Norn named “Testytesty” ?

It’s not phishing because I’ve not give my password.

Where did you file a support ticket? What is the number? I will investigate, and thank you.

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

(edited by Gaile Gray.6029)

Strange support

in Account & Technical Support

Posted by: Kulvar.1239

Kulvar.1239

I used your assistance support.
When I’ve deleted my character and remembered about the tools I open the in game support window and click on a button that open a web page.

It’s the ticket 266 234 “Oubli désastreux”.
I’ve received a mail saying that my ticket was correctly registered.
After that I’ve received some mails but never give informations when answering.

They ask for the right to connect my account (I just answer “yes”) and that they have changed my password and that I can’t change it until they have solved my ticket.
I’ve test it and I can’t log in to the game currently. I post this just because I’m logged to the forum (for this moment)

Strange support

in Account & Technical Support

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Communications Manager

Next

Great! I can see that the ticket is moving through the process just fine, and is being handled by a terrific agent, so all is well.

I understand better what’s going on now that I’ve seen the ticket and who is working on it. No worries now!

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

Strange support

in Account & Technical Support

Posted by: Phi Is Sly.1857

Phi Is Sly.1857

Why is this person getting his cash bought items restored Gaile? When i lost a cash bought item by i deleting a char, i got told they would not restore the item??

Strange support

in Account & Technical Support

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Communications Manager

Why is this person getting his cash bought items restored Gaile? When i lost a cash bought item by i deleting a char, i got told they would not restore the item??

I’m afraid you’re jumping to conclusions. The case is still being investigated. The question was about when he could expect a response, not about the content of that response.

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