Guild Wars 2

Well it took me 8 days, but I’m finally back in. Thank you gaile.

Hey GaileGray,

I am posting on behalf of Deminent.9123. Ticket number is 120831-015265, I got an automated response but nothing after that. It is an 8 day old ticket. Any and all assistance is greatly appreciated.

Thanks for your time.

My friend has had an unanswered ticket about being hacked for 5 days now.

This is his reference number: 120902-015021

He has everything posted properly and would like to know why he has still not been contacted.

Aside from my boyfriend’s account issues,

I played 3-day headstart on my account and reserved character names.

I was also prompted to re-register on 9/2 by the news in the game client because I was not able to log in.

I re-registered using the key from the physical copy I picked up from gamestop.

now I don’t have any of the characters from my other account, nor my hero’s band.

here is my support ticket. Says I logged it on 9/2 on my end.

120902-016895

looking forward to post in the resolved issues thread!

thanks a bunches.

Almost 5 days since my account was hacked and it is still banned. Here is my ticket number(s) again. 120902-007643 and 120904-005461. The response I got was in one of them was completely useless, and I would like this to be resolved soon. I understand that you are very busy Anet, but 5 days is beginning to get a little ridiculous.

Just a friendly bump for unresolved tickets.

120905-002609
120904-003971

Still waiting for an update on ticket 120901-013434 please. [ideally I’d just like it unbanned, the email and password are all changed now by me, as per the ticket update I made]

My account got hacked on the 3/9, but all they did was sell all my items, crafting items and take all the gold and transfer me to an EU server. I still have access to it, and it hasn’t been banned, but i’m wondering what the process for this is and whether i should keep playing or if it’s better to not touch the account for now.
Ticket number 120904-001508

GaileGray.9587:

Valimare.4362:

and does anyone know if updating a question bumps your ticket even further back in the Queue?

That’s a fair question, and I’ve positively grilled people about that, to make sure that my encouraging folks to update their tickets will not move them back in the queue. I’m told by everyone that the update will not change the order in the queue, but that the extra information in the ticket can make it possible to resolve things in one wave, instead of having to go back, get more info, wait for the update, etc.

So you’re ok to update: It will not change the order in the queue and may help to speed things up.

Hi Gaile, I got my response today but the problem is that GM has asked me the same question and to provide him the same info as I did 9 days ago… :/ back in queue…
ticket# 120822-002717 (2nd account)

FYI for everyone as of today’s status update (hopefully some good news for at least a few people):
Hacked accounts – If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions. We’re resolving prioritized hacked account tickets within 72 hours. If you have an older hacked account ticket that has not been resolved, it may not be properly prioritized, or the ticket may not contain enough information for us to address it quickly. Please update your existing ticket, clearly state that this is a hacked account ticket, and provide as much information as possible, including your account email address, your account display name or character names, and your 25-digit Guild Wars 2 serial code.
Email authentication – Email authentication allows you to approve or deny each login attempt from a new location. With this feature, hackers can be prevented from logging into your account even if they guess your password. However, some customers are finding email authentication messages filtered by their email provider or are otherwise having difficulty receiving these messages. Tomorrow we will provide a secure method for customers who are having trouble with email authentication to disable it on their accounts. We ask that you use this new self-help system, and only submit a support ticket if that doesn’t work for you.
Password resets – Tomorrow we will provide a secure method for customers who have lost their passwords or whose passwords aren’t working to reset their passwords. We ask that you use this new self-help system, and only submit a support ticket if that doesn’t work for you.

Hi Gaile, french guy here, got permabanned due to the karma weapons exploit, sent an appeal (31/08), got it approved (03/09) saying i’ll get unbanned within the next 72h. And Im still banned.

If you could take a look at what’s happening for unbanned french ppl, it would be great. Got 1 week ban now, i think its enough.

Ticket number : 120831-009628

Greetings,
Coldpurple

9 days…… It’s totally ridiculous. And i cant even access the forums on my account in order to plead for help!

Cmon guys, help me out. 9 days without human correspondence is FAR too long for a support ticket to be waiting for resolution.

120829-004138 is my ticket number, i would REALLY appreciate some help.

Thanks,
Shaunage.9520

My friend is starting to get really frustrated now that no one has replied to him at all since the 29th of august when his account got hacked, could you please let his ticket be known because i honestly think there is something wrong here.

Ticket Reference: 120829-007642

I’ve been waiting for 7 days now, and still haven’t had any reaction whatsoever..
this is my ticket ref:

#120901-010514

Thanks,

Jesse

Hi,
My friend has been waiting for more than 72 hours now, his account has been hacked.

#120904-003186

I appreciate any information you can give me.

Thanks

120902-014190

Today will make 5 days that I have not received even an auto-response on my ticket.

I mistakenly created a new account for my 3 day headstart code after not being given one purchasing a physical copy at GameStop on August 25. Essentially, I purchased the game and was only given a retail box which included only the retail code. I called GameStop back and received my 3 day code, but I made a new account with it because of the confusing method of applying two serial codes to a single account. My account that used the headstart is the one I wish to play on, as I leveled a character to 48 on it. I just want my retail serial applied to the account that I applied the headstart to.

All information I was supposed to provide is already in the ticket. I just want to play again.

Hey Gaile Im posting under my friends account because I cannot log on. I had a problem logging in back on September 3 and I opened a ticket under Login Issues.
Logging In [Incident:120903-012154]
But I kept seeing everywhere from other people and from your post to open a proper ticket on Hacked/Compromised accounts under the Ask a Question support tab. So I closed my Login Issues Ticket (You said dont have more then one ticket open)I reopened one under Ask a Question, so is that going to put me further back in queue?
Hacked Account [Incident:120906-006807]

Okay yesterday my account was finally unbanned, however, the CSA did not tell me the password he reset it to was one time use only. So now I am once again locked out my account because of incorrect password, even though I’m using the one he gave me.

Hacked Account – Ticket submitted August 31 – Ticket number 120831-015403 Reference # 120905-000036

edit In case you wondering how I am still posting even tho, I can’t log-in. Apparently the forums do not log you out even though you close out the browser.

Hi,
I’m still not unbanned for karma exploit, and have been delayed 3 times.
3rd period is over now…

Karma Weapons Exploit Appeal-Approved still not unbanned
120831-011632
Thanks

EDIT : unbanned right now. Thanks !

Gaile,

Thanks for the update ;-)

GaileGray.9587:

Here’s an update on several account in this thread.
…
120902-011084 3 tickets. Currently under review as Hacked. Will be assisted soon.
…

My husband’s account got hacked and his ticket was opened 9/3. No updates from customer service yet.

Ticket #120903-013309

Hello,
Reference #
Status
Date Created

120906-000561 Unresolved 09/05/2012
120904-005425 Updated 09/04/2012

My father (Sorvo) created a post on the Players Awaiting Help [merged] forum on Wednesday of this week, but the forums have deleted all post older than 2 days even though the issues are not resolved… Anyway, A friend is helping me post my problem onto this forum. Hopefully this is the better place for it since my ticket is past 72 hours with no resolution. I have tried to follow the instructions provided on the web sites etc, and am hopping that this post will help get things sped up a bit. I cannot predict the future 100% accurately, but If I have to miss my guilds world pvp night tonight (which I set up) I’m pretty sure my head will explode and brain chunks will be splattered all over the room. And since my wife will be working and I own a Great Dane; I may be eaten entirely and my wife will have no clue as to what happened. I could go on, but I’m sure you understand the complications that can arise from this situation here… I have already lost years of my life, and a few chunks of hair by watching my guild’s pvp videos and being upset that I cannot partake. Since I was at Dragon con this weekend, its been since last Thursday with no game! HELP ME!

Reference # 120907-004493

Hello!
I tried to log-in to my Guild Wars 2 account and it returned me an error message stating that my account was permenantly suspended due to illegal activity. As an honest and legit Guild Wars (including the first game) player I take this as an aspersion because there are no illegal activities operated by me on this account. Thus, I request a detailed re-check on my account activity, you will find nothing illegal or forbidden activities. Thanks for any response and help from now.
Regards,
Ayhan Dorman

Hello,

Reference # 120902-016533

I’ve been waiting for 6 days now.. I hope someone will read my ticket and help me..
I submitted the ticket with everythings you asked:

- Subject Line: Hacked Account
- Serial Code
- Display Name
- Username of hacked account
- New secure email address
- Main Character Name

And then i’ve described the issue..
I’ve also closed all the latest ticket and updated the oldest one…

Please I’ve been waiting for 6 days but I love the game and I want to play!
Gaile, I’d appreciate if you will update us again with the tickets that you are working on!

Hey, i’ve been waiting for 9 days now.. I wish i could finally play…

I did everything what u asked: 25 digital code, mail, display name…

120905-002965

120905-002251
05/09/2012 His account was hacked.

Still waiting for an update on ticket 120907-000822

Another of our forum members who had his account hacked and hasn’t heard anything yet. He says he only created 1 ticket for the issue, yet for some reason his support account shows 2:

Ticket #120903-010792
Ticket #120903-010254

Please let me know what I can tell him.

120907-006168

‘Your Guild Wars 2 account has been terminated for engagin in or assisting with gold or item sales for real-world money, which is a breach of the User Agreement and Rules of Conduct. This action is permament’

Now i created the only one ticket (the rest closed) and i hope now its ok.

GaileGray.9587:

Morningstar.3587:

120906-001108

My boyfriend has received multiple keys for his digital deluxe edition.

He only bought one copy, but they created different accounts… none of which can be used.

His pre-release account with 3-day headstart characters is also unavailable and we’re afraid he might lose his character names.

That ticket was created today. You really need to be patient; this is not an old ticket by any stretch of the imagination.

Gaile, I just wanted to make sure you saw the post that I put up here a couple of days ago. This may very well be one of the oldest tickets here. My friend and I would really appreciate a response, we understand that you guys are SWAMPED with tickets but seeing how you have helped some of the others here get their issues resolved we both hope you will be able to help him as well. Thanks!

“I’m doing this for my friend because he hasn’t had the chance to add his serial code because his account has been blocked. He wanted me to post this on his behalf.

Ticket number 120826-004269

Ticket was submitted August 26th(2nd day of head start) When you guys responded to him you asked for some information for verification on 8/30/12, he hasn’t heard back from anyone since then. The ticket was last updated by my friend on September 1st. He has not received any information since. My friend had his Ncsoft account and Guild Wars account blocked, no email explaining why it the account was blocked was ever sent."

Hello,

My guildmate and I pre-ordered the collectors edition, when she applied the permanent key to her account, it showed that it had been applied. She can no longer log in to the game or post on the forum because her account says that she still needs to buy a permanent key.

She submitted a ticket for this a week ago and has heard NOTHING. This is very poor customer service, made all the more annoying for the amount of money she spent on the collectors edition.

The following is her ticket number:
Ticket #: 120902-000208

Please have someone reply to her ticket or provider her with a method to obtain a refund.

Thank you.

I’m still not unbanned for karma exploit
Incident: 120907-000822

Can I get a status update on my tickets, at least let me know they are not lost or anything, over 5 days on one of them?

my ticket numbers are 120904-008557(original) and 120905-001491(prioritized)
Detailed Description: After registering the serial code I ended up with two accounts. One has the pre-purchase code, all my characters and guild on it (Alexixiv.8125) and the other has the serial code (Alexixiv.4582).

I am on Day 8 for mine, I filed it with the Ask a question form, so I’m not sure how to get an update

Ticket: 120831-005984

Thanks

Just wanted to give HUGE KUDOS to GM ANDREAS!!! My login issue was just reset with new password and I am IN GAME!!!! Many, many thanks, Gaile as well for the time you’ve taken with us here
RESOLVED: 8/31 #120831-015962

my friend got hacked 4 days ago and still he havent gotten any help

his ticket is 120903-006371

I’m posting from a friends account. I have this ticket that has been open over 72 hours.

120904-007184

Hey guys! So my account was stolen on 9/3 120903-011214 and ive been waiting all week to hear something. Then i saw someone post a link to http://en.support.guildwars2.com/app/answers/detail/a_id/9222 the email authentication reset page. I just used it and got my account back. If anyone else is having problems with your account password being taken check it out. I logged in and just had to transfer my characters back from an EU server. Only other problem is they took over a gold from one of my characters. Anyways almost in tears when I found that link so check it out!

This is me reference number
120907-000822

edit ban removed ty for the fast help guys

120903-012740

I got an email to reset my password/email account etc…. but as I stated in the support request, I CAN NOT LOCATE MY SERIAL NUMBER. My friend that purchased the digital copies from his card has requested reobtaining this information and has gotten no response. Is one email sent way back in April seriously the only option there is for obtaining my serial number? Thats just not very reliable. I’d just like to know if I’m totally screwed here or what.

Still waiting since 08/28 in total, new ticket :
120904-009007
And the answer I just got was totally not what I was asking for and did not unbanned my account (I was hacked). If someone from support sees this could you help me please? I’m really losing my mind at every answer from your CS that i see…

Hi Gaile,

Ticket #120904-009778. Similar issues as above, I was hacked and then perma-banned. Waiting since Sep/4, which is worse than some, better than others. Add my name to the chorus of pleas for resolution

I think ive just had the worse responce ever, my account was hacked 3 days ago i sent a ticket immediately and i’ve just recieved a responce now i dont know if im being a bit Dim here they sent me this link with the following message.

Thanks for contacting Guild Wars 2! After a quick review of your ticket, we feel that the information below could resolve your issue. Your ticket has not been closed and you will receive an additional reply as soon as we are able. However, if the information below does resolve your issue please close your ticket to confirm that you no longer need our assistance. Doing so will assist us in helping everyone in a timely manner.

Reset Password & E-mail Authentication************************************
If you were previously experiencing an issue resetting your password or authenticating your email address, please follow the directions below.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.
.
How can i reset my email address when its been hacked and i dont know what they have changed it to . Please help dunno if its just me or am i missing something here.

Soon as i try to enter my details in the feilds required it just says theres been an error please contact customer support.

Ticket number [Incident: 120905-008710

my wife has logged in for me to make this post

Kiandra.1936:

I think ive just had the worse responce ever, my account was hacked 3 days ago i sent a ticket immediately and i’ve just recieved a responce now i dont know if im being a bit Dim here they sent me this link with the following message.

Thanks for contacting Guild Wars 2! After a quick review of your ticket, we feel that the information below could resolve your issue. Your ticket has not been closed and you will receive an additional reply as soon as we are able. However, if the information below does resolve your issue please close your ticket to confirm that you no longer need our assistance. Doing so will assist us in helping everyone in a timely manner.

Reset Password & E-mail Authentication************************************
If you were previously experiencing an issue resetting your password or authenticating your email address, please follow the directions below.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.
.
How can i reset my email address when its been hacked and i dont know what they have changed it to . Please help dunno if its just me or am i missing something here.

Soon as i try to enter my details in the feilds required it just says theres been an error please contact customer support.

Ticket number [Incident: 120905-008710

I think this was an automated answer, i got the same…

Automated after 3 days thats what i call brilliant customer service Not

Kiandra.1936:

Automated after 3 days thats what i call brilliant customer service Not

i’ve been waiting for more than 8 days, imagine my reaction…

Kiandra.1936:

I think ive just had the worse responce ever, my account was hacked 3 days ago i sent a ticket immediately and i’ve just recieved a responce now i dont know if im being a bit Dim here they sent me this link with the following message.

Thanks for contacting Guild Wars 2! After a quick review of your ticket, we feel that the information below could resolve your issue. Your ticket has not been closed and you will receive an additional reply as soon as we are able. However, if the information below does resolve your issue please close your ticket to confirm that you no longer need our assistance. Doing so will assist us in helping everyone in a timely manner.

Reset Password & E-mail Authentication************************************
If you were previously experiencing an issue resetting your password or authenticating your email address, please follow the directions below.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.
.
How can i reset my email address when its been hacked and i dont know what they have changed it to . Please help dunno if its just me or am i missing something here.

Soon as i try to enter my details in the feilds required it just says theres been an error please contact customer support.

Ticket number [Incident: 120905-008710

My husband also received this same response. It is insufficient, obviously, since he can’t access his account.

Edit: Ticket #120903-013309 Opened 9/3

Killercow.6124:

Kiandra.1936:

I think ive just had the worse responce ever, my account was hacked 3 days ago i sent a ticket immediately and i’ve just recieved a responce now i dont know if im being a bit Dim here they sent me this link with the following message.

Thanks for contacting Guild Wars 2! After a quick review of your ticket, we feel that the information below could resolve your issue. Your ticket has not been closed and you will receive an additional reply as soon as we are able. However, if the information below does resolve your issue please close your ticket to confirm that you no longer need our assistance. Doing so will assist us in helping everyone in a timely manner.

Reset Password & E-mail Authentication************************************
If you were previously experiencing an issue resetting your password or authenticating your email address, please follow the directions below.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.
.
How can i reset my email address when its been hacked and i dont know what they have changed it to . Please help dunno if its just me or am i missing something here.

Soon as i try to enter my details in the feilds required it just says theres been an error please contact customer support.

Ticket number [Incident: 120905-008710

I think this was an automated answer, i got the same…

My friend got the same response, and no that link did not solve her issue since it doesn’t work. It wouldn’t work because her problem was that the E mail isn’t being recognized in their database, and if it’s not working anywhere else why would it work here.

Her support ticket number: 120903-004068

She have sent a response to already and no answer yet