Guild Wars 2

Been 5 days now, and 4 since any response (121024-001378). All you can do is keep posting around here I guess.

I appreciate the response as well as the struggle against botters and hackers, but if people are getting wrongly banned then something’s wrong. Whether it’s the compiling of evidence or what is triggered as counting towards it. It just seems a little heavy handed right now.

“121022-002419, 121025-001807 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy. "

Figured that much from the reply on my ticket, however I still don’t have a reply on my question if I can use that copy of the game to reactivate my old account? Already asked the seller for a refund.

Hi, i got my account suspended 3 days ago.
I didn’t get any e-mails or any info about reason of suspension. I’m jsut getting account issue error.
I’ve created ticket same day. Still no answer.

Reference 121026-003012
I would like to know reason of suspension and what can we do about it.

I am asking to solve this issue as soon as possible for we are a very high profile team and we have training schedule.

Sorry if there were bad english.

My ticket is 6 days old. Still not a single response. I would at least like to know whats going on with my account. Ref # 121024-000522

Gaile Gray.6028:

Updated – Saturday through Monday, 27 – 29 October – Part 2

121028-000419 As suggested, we’d appreciate a bug report on this.

For more information, see the Update Thread in this forum.

For 121028-000419, I submitted a bug report before even filling out a support ticket. I can provide more info if they need. Kind of frustrated to have done first part of quest twice, don’t have the reward from turn in, and all I have to show for it is the 6 turn in items taking up space in my bags.

Gaile, can you maybe tell us if this if you can still reactivate your old account if you buy the copy on this website when you mentioned the following at the ticket number: Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
Seeing you also used the following at some ticket numbers: 121027-000349 Account closed for payment fraud; will not be reinstated.

Still waiting on my ticket to get answered, been two weeks now and nothing. Getting fed up with Arenanet taking so long to respond.

121016-000454

hello
my account has been suspended 4 days ago for what? i dont know so i filled ticket on 27 oct but still no response from support .
ticket no : 121027-001384

121018-001631, 121029-000008 In Appeals Queue, awaiting review

Apparently I can’t quote at the moment. Thanks for the heads up. I really appreciate it. Hope to get it resolved fast.

Login/Access issue
[Incident: 121027-000014]

ticket 121019-002985
A closed ticket reopen if i update it? i got a new code, and i would like to add it for UNdisable my account, but seems that my passwords not working and the recover password give error (i suppose because the serial isn’t working more).

Hi,

This is the second time im replying to this topic. I’ve received the following on 26/10/2012 ‘I am escalating your ticket to our Payment Review Team to research your issue. Someone will be in contact with you as soon as possible.’ however i haven’t received any response yet and they just closed my ticket?! Unbelievable, already waiting a week for a decent response or explanation for my suspension.

Ticket 121026-000811

121030-000854
new ticket for error 45 i need help on this error T.T
got banned an hour ago

Estaker.4892

Hi,
This is the second time im replying to this topic. I’ve received the following on 26/10/2012 ‘I am escalating your ticket to our Payment Review Team to research your issue. Someone will be in contact with you as soon as possible.’ however i haven’t received any response yet and they just closed my ticket?! Unbelievable, already waiting a week for a decent response or explanation for my suspension.
Ticket 121026-000811

I’m in your same condition, ticket on 26/10/2012 and the same reply “I am escalating your ticket to our Payment Review Team to research your issue”. No more reply until today the status of my ticket is closed but my account is suspended for no apparent reason and no response.

Ticket :121026-002883

May I know why I cant reinstate? I am a victim of the fraud cdkey. I have already register a new cdkey to that account. what happen to that cdkey now? It’s so unfair.. i train and play all this while and get banned for something like that and no chance to get back my account.. if possible please help. my ticket number #121027-000349

Incident: 121027-001488

Immediately after receiving a reply from Support yesterday that I’m a victim of payment fraud, I bought a Serial Code directly from GW2 website hoping to get into the game and continue with whatever time that is left for me to do the Halloween event. However, my account is still blocked even after applying the code on top of my account and there was no reply from Support so far…

Please kindly unblock my access to the game quickly (which I hope is not a difficult thing to do) before the event ends tomorrow… :-( Oh, and please seriously consider doing all these account suspension for unexplained reasons during weekdays so that you have enough staffs to attend to all the disputes quickly, and victims like us will not be frustrated over not being able to play the game over weekends… or in this case, weekend + holiday event… sigh…

@Gaile Gray
Question Gaile, must your ticket 3 day’s old by date or by business day’s ? (between monday till friday)

Because my ticket is 3 day’s old now if i look at the date in my zone (gmt+1)

But just to be sure… i will put my case down here then.

Ticket case: 121027-001886
Account banned for “gold selling or helpng” but i think it hacked because it happend while i whas sleeping.
I have still no responce for my ticket.
Please can you help me a bit Gaile, so that im maybe on time to get a refund back from my paypal payments from the gemstore for i got banned.

Hi,

I dont have a ticket, since german support refuses(!) to do anything for me anymore.
This is not about beeing unpatient.

my thread has been closed here:

https://forum-en.gw2archive.eu/forum/support/account/unable-to-reinitiate-Account-after-beeing-Victimized-by-Retailer/first#post585335

because: “Such issues are meant to be discussed with our customer support team” (moderator)

the problem is: as stated in the thread I did contact german support, but they do not want to help me any further. They finished work, leaving me all alone without barely giving a statement.

My Account remains banned even with my new key from autorized source! Because auf a previous fraudulent key I bought from a retailer. I am beeing the victim in the end. Which is wrong according to every official statement here in the forum!
They should restore my account and let me enter the new key from trusted source.
Gaile Gray wrote that this is possible so many times here.

But instead of answering to my Problems My thread is closed and locked down by Moderator, jut givin a copy&paste standard text.

Please do review my problem.

(edit: I just generated a new ticket with EN support instead of german, but was really hoping for advice in the forum, since I dont see how to handle the situation anymore)

ticket :121026-002028

Account closed for payment fraud; will not be reinstated.

You should be wrong. What fraud, i’m just play in game and get 40 lvl don’t purchase any illegal deals and etc. Can you explain in detail what’s going on. Any history of my illegal operation’s please… i think you understand my feeling that i’m lost my account not on the my fault.

Thank’s for explanation.

Incident: 121022-000250

9 days now with no response. This is my second time posting in this thread. Maybe I should post everyday to increase my chances of being seen.

Sir/Madam,

121027-001356 is my reference number. It was made just over 3 days ago. If you could let me know what happening as and when you can it would be greatly appreciated.

As much I would like to profess my innocence in any wrong doing whatsoever on this thread, I know it won’t help.

I’m just an upset gamer who wants his account back.

Faithfully,

Honest Guild Wars 2 Fan

WoW!!…Thanks Gaile..I noticed my ticket wasn’t even addressed in your long list of ticket updates. Forget my account, just give me my money back!!

121027-002074 for review.
its more than 3 days.
My account was suspended for an account issue that I dont event know wth wrong with.
Im 100% sure its not my fault.
I dont do any buy/sell gold, hacking, exploiting and anything to do that deserved this.
Ya Im piss-off.

Incident: 121026-002979 – come on guys this is just silly.

If you are having issueing finding problems with the gemstore then at least give people a human reply, not some automated message which explains nothing.

Hey there! Might I ask why the english forum allows re-asking for tickests after 3 days and in the german one id have to wait 5 days or longer?

May I ask the english support to get a quicker response? Dont want to cause double workload though …

D.

Leira.9701:

Hey there! Might I ask why the english forum allows re-asking for tickests after 3 days and in the german one id have to wait 5 days or longer?

May I ask the english support to get a quicker response? Dont want to cause double workload though …

D.

This one has been 5 days, the 4, then 3. I would hazard a guess that it must all correspond to the approximated wait time of tickets being answered. If the wait is 5 days, there are more tickets, and when there are less tickets the wait time goes down.

Fair question, and I apologize for that issue. All players are encouraged to post after three days (previously four, and originally five days.)

I will see if I can venture into those forums and lower that 5 to a 3. Thanks for pointing this out.

No need for apologizing it just hit me when i got here be accident
My ticket is just 53 hours old – so its not even full 3 days. I just realised so. I thought it HAD to be 4 days already. Well time always seems to slow down when you wait for something good.

Hello,

I submitted a ticket on 10/27/12 regarding my account, and I have not yet received a reply yet.
The ticket number is 121028-000530.

I was hoping to follow-up with someone from CS regarding the ticket ASAP.

Regards.

[Incident: 121025-001479]

5 Days and still no support.

My ticket isn’t even mentioned in the thread updates with how it’s being handled. What’s going on?

Hey Gaile!

Since i think Imight have a common probem i hope its ok if I comment on Zaharas issue as well.
Some people apparently baught keys from none-official sellers that where a little cheaper than the stores. Yes that was not the most intelligent move. I did that myself, trusting the seller. I was wrong.

Since the user himself did not in any way want to or meant to play a fraud on arenanet he might hope to be able to reactivate the account by ordering another copy either directly at your website or at a local shop. In that way he would be able to keep the characters progress.
Somewhere it was stated it might be possible to do so.

I really hope there are still chances to reactivate accounts even if the keys used where purchased from someone who did cridt fraud without our knowing. I had no reason to mistrust my seller for example, his “discoount” was just 5 bucks off and there was a legit seeming website and people at different forums told me they where okay whith that site.

This is just an example and might be kind of what happend to Zahar.

I would really like seeing that from arenanet. It would keep me playing. I understand that my purchase might have been not perfect. Still human, i am. Having to explore all the things again would be not so much fun for me and i think that this might ruin the games experience for me i had so far. Yes it IS my own fault. I dont mean to blame ArenaNet in any way. The game is a piece of art. Therefore id be thankfull to be able to continue my story where i left it.

edit: Bolded the most important for quick overview.

D.

Gaile Gray.6028:

Mexay.4521:

corvocuore.2571:

Ok, 4 days now from my ticket: 121025-003179

I can’t understand why Anet don’t put top priority in this issue if is obvious a mistake.

So many people banned for the 1 copper spam mail.

Please keep in mind that we are all merely theorizing that this is the issue. We have no solid evidence to support it. Don’t get too carried away now.

No one is being suspended or terminated for a 1 copper mail. If you received such an in-game mail and were suspended or terminated, that is coincidental. We wouldn’t take action on an account based on that single piece of evidence, and in fact it’s really not evidence of wrongdoing, as a player cannot control what mails come into his/her mailbox.

Phew, that’s good to know.

I now officially only have one theory about why I may have had my account terminated: Receiving mail from a friend whose account has since been compromised.

Things I haven’t done: Bought Gold, Sold Gold, Sold Items, Bought Items, assisted in RMT, engaged in RMT, given away my password, been hacked (have used a mobile authenticator since available), bought a fake serial key, used any third party programs, had multiple attempts at account breaching, breached another account, cheated, exploited, been a naughty boy.

Praying I make contact with support soon.

getzzzonked.7609:

Things I haven’t done: Bought Gold, Sold Gold, Sold Items, Bought Items, assisted in RMT, engaged in RMT, given away my password, been hacked (have used a mobile authenticator since available), bought a fake serial key, used any third party programs, had multiple attempts at account breaching, breached another account, cheated, exploited, been a naughty boy.

Praying I make contact with support soon.

Its the same for me… most of it tho.
Im not realy sure about not being hacked.
I also have a Authenticator on my account, but turned it off on the night for i got the ban.
I had conection errors in game, and thought i would be the same bug that happend at start of the event.
Authenticators linked to accounts that day got connection errors and disconects.
And i forgot to activated my authenicator for i went to bed.
Nexst day i had a ban for goldselling or helping with.

So as you can see, i had a little window that would made it possible to be hacked.
Especialy because the reason that i got the Authenticator whas that i got E-mails of log-in attempts from a ip location that i dont live in.
China is a long way from the netherlands

And like you, i hope to hear from them soon

Calico-case number: 121027-001886

ticket # 121026-000561

I submitted a ticket on the 25th. Haven’t heard a thing back and cannot log into game.
I would appreciate someone looking into this. Thanks.

My account has just been unblocked!

Hello **********,

After reviewing the situation your account has been unblocked and you should be able to log in at this time. I apologize for the delay in our review of the action that was taken against your account.

If you have any other questions, please feel free to contact us.

Regards,

GM Gus
Guild Wars Support Team

Have faith Mexay and Calico.

A big thanks to Gaile, Mexay, Tolunart, Calico and anyone and everyone else!

One thing I will say, Gaile, I will be contacting support to see if I can get a reason for my original banning. I’m quite worried that maybe I did something wrong and you’ve let me off, as opposed to just a mistake on your part.

Also, my request for the status on reference number 121027-001356. is no longer necessary

Gratz getzzzonked
Glad to hear it all worked out for you.
And no biggy’s im just glad that we also hear some good news for one’s

I have now also a better feeling towards my case, have fun playing again.
And who knows, maybe we see each other in game one day ^^

Been waiting since Oct 25th to resolve my wrongful account termination. I was hacked the day after i installed the game while i was moving =( really looking forward to at least PLAY this game….i’ve given up on getting to be part of the event at this point, tho it does suck that i missed it due to hackers while i was relocating -__-

121025-000947

Hi gaile, can you please let me know is it possible to get back my account since I have register new serial code to that account. I haven’t got any reply from support regarding the serial code or the account.

I seriously love to play this game, and yes I bought from 3rd party website but only because the website has good review for weeks, that’s why I thought that website can be trusted.

Please help. Thank you. Ticket #121023-000091 opened since 22 oct 2012

@Gaile.

I had a response 5 days ago. If it was scattered across the 5 days then I could understand. Just because I have been given some copy and paste reply does not automatically mean my problem has been solved. I understand you cannot roll back or give items back via the system however I belive there are plenty other alternatives that I wish to discuss via my ticket instead of being told tough luck, better luck next time. That is a shoddy reply, from a company with such great ambitions I expect alot more.

Are you implying that because I’ve had a response that my claim is automatically less important?