Guild Wars 2

Hello!

My email account was recently compromised, so I deleted it. It didn’t occur to me until after I did this that I would have to change my email on my Guild Wars 2 account. I went into the “Support” tab on the Guild Wars 2 site, submitted a request including my new email account, and… nothing.

So a couple weeks later I submitted another request and… nothing. It’s been another week.

I also can’t find anyway to track the progress of the tickets I submitted. When I click on “my account”, the only things I see are Edit Profile, Download Client, Security, and Upgrade or Link Accounts.

I don’t have any idea what’s going on, and that’s concerning. Has anyone else ever experienced this situation? I really really like this game, but if my account gets lost somehow I’m not starting from scratch, and I worry that being stuck with a dead email makes it more likely to lose my account.

You may be encountering this issue: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

You might try creating an email account with a different provider and contacting CS again. Good luck.

What email did you use to log into the forum? That’s the account name that you use to log into the game. Since you can get onto the forum you should have no problem getting onto the game.

As for not getting your emails, did you check your junk and spam folders? And the stickied thread about not getting emails.

I’m getting into the game fine, I just can’t receive any emails from Guild Wars because the actual email account no longer exists. That’s why I want to change the email linked to the account.

I haven’t gotten any emails on the new email account, the one whose address I put in the body of the ticket thing. I’ve checked spam, social, and promotions.

Ah, I see.

You don’t have one of the problem types mentioned in the thread https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262 and trying the fixes listed didn’t work?

Maybe there is something wrong with that new email even if it’s not one of them listed. If it was me, I would get a completely new email, close out the old tickets and make a new one asking to change to it. Hopefully that will fix the problem.

In addition, I would first do a security sweep of my computer. Just in case that email was hacked and the hacker is removing the emails. Maybe not likely, but doesn’t hurt to check.

Thank you, Ms. Gray, but I’ve done that twice with no response. Going through it again, I notice that the URL lists it as “anonymous_requests”, is that supposed to happen? I don’t see any place to log in in the support section.

Astral, I’ve gone through that page and nothing helped. AVG does a sweep of my computer every day and hasn’t found anything in months.

Yes, it is supposed to show the ‘anonymous requests’ URL (https://help.guildwars2.com/anonymous_requests/new) and there is no place to ‘log in’ and check your ticket status. The Support team corresponds via email, and your ‘record’ would be the copies of your email received and sent.

A virus scan would not necessarily show your email account is compromised. You would check the security section of your email, or contact your email provider and ask about your account’s security.

It was a mistake I was making: there’s one section for email address, and one section for account name which is also an email address. I had been putting the old one in both, but I tried putting the new one in the first section and it worked out just fine.

Thanks for all your help, everyone!