Guild Wars 2

I’m utterly confused and fed up because right now I can’t pursue a support issue.

I sent an e-mail to ‘support@ncsoft’ as some FAQ told me to, and got this back:

A support account was created for you at the time you e-mailed NCSOFT Support (support@ncsoft.com). This account is required to correspond with support. NOTE: This is not your NCSOFT or game account login! It is only for support purposes.

Your support account username is: xxx
Your registered email address is: xxx

Where ‘xxx’ was indeed the e-mail address I sent from.

In the e-mail was this link:

https://help.ncsoft.com/app/account/setup_password/cred/xxxxxxxxxxxxxxxxxxxx

where ‘xxx’ was the authentication string or somesuch. I clicked it, as far as I can recall it asked for my password, I gave it and all was fine.

Yet now for the life of me I can’t get back to it.

Clicking the ‘Log In’ link at the top of the help.ncsoft.com page and entering the e-mail address shown in that initial response then clicking ‘forgot password’ get me:

Forgot Password
We did not find that email address in our records. Please try again.

WTF?

How can it not find that address when barely 48 hours earlier it had replied to me telling me an account under that name had been created?

Yes, I clicked it before 24 hours was up.

Yes, the ticket created by my first e-mail does exist, I can see it because a link in a follow-up e-mail to a second message I sent to ‘support@ncsoft’ takes me to a page showing there are two tickets, yet STILL if I try to use the ‘Log In’ button does the system insist I don’t exist?

I’m tearing my hair out here trying to understand this silly ‘support account’ thing. Why do I need this second account? Why does it insist I don’t exist when, using a link provided by that very system can I see I DO?

How do I get back to this list of tickets when I don’t have the e-mails with the links in?

Hi Kraggy,

THis does seem a rather difficult problerm. Sorry for the frustration this might be causing you.

We are going to forward this directly to the team and see if they can fix it.
Thanks for your understanding.

Thanks for that but how long should I have to wait to hear something, because so far I’m no further on that I was.

Try making a new account and your ticket should be there. Thats what I had to do when it was a mess like that for me. Made a new account logged on and the ticket I had sent from my email was there and I was able to check it no problem.

So, this problem hasn’t been resolved yet but I thought I’d post a note to point out this:

I created the first ticket on 28 December, yesterday, the 22 January I got my FIRST RESPONSE telling me it was being escalated followed not long after by a second one telling me to do mess with my browser.

I’ll be doing that shortly (and frankly, without much expectation it’ll work), but is this the kind of response I should expect from Anet, 25+ days simply to get an initial response to a problem???

This is ticket 121228-002553, in case you’re interested.

There is a thread for tickets that go unanswered for more then 3 days.