Guild Wars 2

Gaile Gray.6028:

It would be good if we could know the code was good before it was applied, before someone got access. But it can take a bit of time to find out that information, and so giving the option to “add a new code and get right back onto the account” seems to be a risky proposition.

Can you think of alternatives that address player, community, and company needs, with this information in mind?

Is it not possible to give people to reactivate their accounts as long as they purchase a key from the official Guild wars 2 website?

(And have a ‘final strike’ policy whereby if the payment for this code doesn’t go through they have no way of reactivating their account.. this way it would allow people who made an innocent mistake and genuinely want to correct it to have the chance to do so, and eliminate fraudulent card users.)

Is it not possible to give people to reactivate their accounts as long as they purchase a key from the official Guild wars 2 website?
(And have a ‘final strike’ policy whereby if the payment for this code doesn’t go through they have no way of reactivating their account.. this way it would allow people who made an innocent mistake and genuinely want to correct it to have the chance to do so, and eliminate fraudulent card users.)

+1 to that option.
We most likely got affected by this aswell with fraud credit card no idea if yes or not if yes thats make’s another mail to " Mediamarkt" about how coud that happen.( no replay yet to my ticket ). We was thinking about buying a new code here if the shop cant fix the issue, already accepted if i lost my money, can survive that abit more work in the next month. But readying all posts about account cannot be reinstatted is abit to much in my opinon aswell.
Played quite a few famous mmo before but i still have all my accounts my characters and my items never ever faced such a bad decision then instant account deletion. I know u ppl just trying to protect you work but this is kinda ripoff from the player’s who actouly though helping you supporting your game buying it/ buying gems and being part of the community, all we get back as favour a mail saying. “Thank you we wiped your account and buy the game again”. Realy not sure with this attitued i will buy it again if both me and my girlfriend / and othere friend’s account’s got deleted couse this is just not worth time / effort to start everything from scratch again.

Ladyosheep – as your post reads, it would penalize anyone who tries to buy a replacement code if they had some charge happen that brings their available balance below the amount needed.

As it is, if someone does a charge-back on an account – for any reason – that account is closed. They (NC/Arena Net) know and acknowledge they have an issue with fraudulent re-sellers right now, so they’ve been allowing (once you make contact with support) for people to buy new codes and re-instate the account.

Dear Gaile

I had been supporting Anet for the past 5 years. I enjoyed both GW1 and GW2 contents that you guys had been churning out. At the launch of GW2, I even invited a bunch of friends to join me in the adventures of Tyria. During these few weeks of enjoyable time spent in the world of GW2, I managed to develop 1 characters to level 80. Then tragedy striked.

I was with a bunch of friends adventuring in TA when I got kicked from the server, disconnected. There after I couldn’t log back in. Suspecting that my account had been compromised, I went and changed my password. However, this did not relief the situation. The error I got when I tried to login was “…Selling or Trading for real world money, etc…or something of the like.” I swear that I have never sold anything in my possession on said account for any real world money and therefore could not have violated said TOS or EULA.

I implore to Anet and respected GM(s) to investigate my account. As upon checking, I am sure you will find that I only have a total of about 10G plus some mats that I have accumulated from mining and dungeons.

I still trying to be patience and waiting for solution regrading on my accounts got blocked by error, and I have read over the rule and make sure that I did not break any of them during these 11 days.
For some reason, one of the GM set my ticket status into Violation Appeal.
The reason why I want to get back my account is not because how many time or effort I put into my character. It is for not to admit the things that I have never done.
I understand it takes time for the team, but please kindly allow me to rejoin my friends in adventuring in Tyria again. I promised that I will continue obey the rules and my support for Anet & GW2.

Thank you for your time and kind consideration.

?121027-000291

I bought the game, when i try to login: your account has been suspended. i’m anxious to play :S (In this weekend)
Takes too long to resolve?
Ticket: 121101-002143

Thank you Gaile for the prompt reply. I am confused though by the response;

“121028-003724 Account closed for payment fraud; awaiting review”

Does this mean that it’s suspected as fraud and it’s being confirmed or that it’s definitely fraudulent and the review involves something else? Am I going to be able to add a new code?

I ask because I received the game (serial) as a birthday present from my b/f and he’s ready to buy a new code for me to add, but wants to make sure about the payment fraud before he demands a refund from the previous seller.

Dear Galie
Regrading on the forum notice:
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
I purchase my CD KEY in physical copy from official EB Game store at Toronto, Canada ( In cash)
I had upload the picture of my CD KEY
Please help me for this
Thank You!

Update – Wednesday and Thursday, October 31 and November 1

121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.

My Incident#121027-000291

I had been supporting Anet for the past 4 to 5 years. I enjoyed both GW1 and GW2 contents that you guys had been churning out. At the launch of GW2, I even invited a bunch of friends to join me in the adventures of Tyria. During these few weeks of enjoyable time spent in the world of GW2, I managed to develop two characters to level 80. Then tragedy striked.

I was with a bunch of friends adventuring in TA when I got kicked from the server, disconnected. There after I couldn’t log back in. Suspecting that my account had been compromised, I went and changed my password. However, this did not relief the situation. The error I got when I tried to login was “…Selling or Trading for real world money, etc…or something of the like.” I swear that I have never sold anything in my possession on said account for any real world money and therefore could not have violated said TOS or EULA.

I implore to Anet and respected GM(s) to investigate my account. As upon checking, I am sure you will find that I only have a total of about 20G plus some mats that I have accumulated from mining and dungeons.

Please kindly allow me to rejoin my friends in adventuring in Tyria again. I promised that I will obey the rules and continue my support for Anet & GW2.

Thank you for your time and kind consideration.

Ticket #’s
121030-000712~10/30/2012

No response again for 2 days, after they contacted me, meaning it’s been 7 days and I still haven’t resolved my case. Ticket: 121027-000347

Hi my incident number is 121027-000107, i had sent a question back about 4 days ago and haven’t heard back.

Thanks for any help.

121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.

first, what does it mean? is it the fraud that’s under review or if you are going to permanently close the account?

and secondly, I wouldn’t have submitted another ticket if you hadn’t flagged the first one as “closed” without answering. the first one was only opened again AFTER I submitted the second ticket (which I closed immediately afterwards).

121029-002304, 10/29/2012

Please let me know what the situation is and how what I can do to resolve this.

Hi , this is my ticket number ( 121029-002397; 121030-000673 , Monday, October 29, 2012 9:20 PM ) its allready 4 days from when i did make it and still didnt get any response. Please try to fix it and give me a response

R: “121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many”

I know i submitted that many tickets is my fault, but don’t blame me. I pretty sure i have the right to know WHY my account got suspended (which is i keep asking and still havent got any reply from you guys) and i “DID” explained what happened back then that i sended the wrong CD-key (which is i missed the last number) to one of your workers…

Hello Gaile.

My ticket just hit 3 days without response: 121029-002374.
Date: 10/29/2012 02:13 PM
First update: 10/31/2012 12:05 PM
I would appreciate a response. Thanks.

Thanks for the response Gaile. Apparently my account is closed for payment fraud and awaiting review (!) My question is: I have not had an official ticket response yet, just this forum response and wondered if it’s too early to contact the original seller while wait I wait for Anet to review my situation

Gaile Gray.6028:

Update – Wednesday and Thursday, October 31 and November 1

121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.

I’d gladly review the response in question, but I didn’t receive it in any way, and I can’t create a Support Account to track it, because it doesn’t sent any confirmations on my mail, when I try to register… :/

Ticket 121026-001449.

its been 6 days since I filed this ticket. Saying I was banned for selling/aiding in Real money sale.
Ticket 121026-002547

121031-000146 three days no response falsely banned for botting. Have heard nothing.

Gaile,

My ticket ? 121030-000608 was created 10/30/2012.

Thank you for your reply.

I’m on to three four days now without a response to my ticket. I was banned for botting. It’s rather unfortunate that we missed out on the end of the Halloween event because of this.

Ticket#: 121031-000139

Ticket #: 121027-000624 and/or
121030-000388

The only reason I submitted the 2nd ticket on the 29th was because my other was marked “resolved,” so I didn’t think I was able to receive responses from it.
Banned for “Payment Fraud.” Purchased a new code from a retailer.. Awaiting response on whether I can reinstate or not.

Thanks!

Blocked/Suspended Account
121030-001699
Waiting
10/30/2012

guys realy my account has been suspended about 7 days and i dont know why… its not funny how can i conntact with support when no one send me any emial

Hah… Now my case was closed with no answer… So is it your working?

My account was suspended due to “fraudulent purchase”. Dont know why did this happen. I bought another code from authorised retailer (here – https://www.gametap-shop.com/ , https://www.guildwars2.com/en/retailers#UnitedStates-digital), and humbly ask support team to let me use this code. I am ready to give support team any information they need to to prove the payment operation.

Date Created 10/29/2012
121029-001232

upd:
It seems that this case is similar to my:
https://forum-en.gw2archive.eu/forum/support/account/Use-a-new-code/first#post613691

6 day old ticket, no respond from support

Login/Access issue (account suspended)
[Incident: 121027-000014]

Update – Tuesday, October 30

Gaile Gray.6028:

121027-000014 In Appeal Queue; awaiting review

Hey Gaile,

could You tell me how support works? i mean if i have “awaiting review” what need to happen to review my ticket? i can be wrong but ihmo 3 days after Your intervention and update it is quite a lot of time for support to investigate and answer

My account was permanently banned in error 3 days ago. Please look into ticket # 121031-000134.

I am going for a holiday (3 Nov 2012 – 10 Nov 2012) today and not a single response to my ticket submitted. Please kindly unblock my account by the time I am back.
Submitted the 2nd report when I saw the “Login Issues” on the main page of support.

Also Gaile Gray – I can’t login to support using my account.

[Incident: 121101-000737] Access Issues – Unable to login due to wrongfully ban of account. – 1 November 2012, 12:42 PM
[Incident: 121102-000954] Submitted from Web – 11/02/2012 03:59 AM

Hi Gaile, i would like to post on behalf of my friend whose account has been hacked. The hacker changed his email and therefore he is unable to post on this thread. It has been 10 days since GW2 Support last replied him. Here is the incident number and he hopes you solve it.
[Incident:121025-001399]

Ticket 121028-001299

2/3 days ago got on forum : Under review as a compromised account

then nothing again

6th day.

hi all 4 days now error ban for botting, omg it`s weekend now gameing time!! i hope i here from them soon
121031-002834

Updated

10/31/2012

it’s 3 days i banned for botting which i dont . please review my ticket
121031-002268

My account just banned because of bot or use 3rd programs . But i dont use anything.
Last time my account has been hacked then i sent a ticket want to change my account to a new email address . But your support didn’t change it and just reset my password .
I think that will be fine . but today my account was banned . I dont know what happened . Maybe hacker know my email account or something . Please restore my account and change to a new email address . Hope you understand . Thank you.
121031-002163

In a few hours is it three days, please let me play on sunday again.

121031-002432

8 days and still no response. Do I need to file a new ticket? Please support, can I get some help on my account? Why do tickets who filed later than mine gets the action first than mine? And you’re saying it’s for research/investigation? How? You didn’t even informed me/asked me yet what’s happened to my account! How can I restore it back?

Ticket: 121027-000347

Gaile Gray.6028:

Update – Wednesday and Thursday, October 31 and November 1

121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.

121026-003093

Thanks for the response, any idea when the review will be completed and if I’ll ever get to play on my account again?

Thanks

Ahoyhoy! It’s been 3ish days (if weekends count) since i got wrongfully banned for botting, or hacked and rightfully banned for botting, but either way im lost, confused and sad about all this and really hoping it can be resolved sharpish.

[Incident: 121031-003037]

it’s pass a week and my account is still suspend the last update was “121026-002883 Under review by senior agent” on the october 30 and I have not received a response yet.

Incident: 121026-002883

Hello Gaile.

I know Even after three days will not reply my ticket

Although it is the very next day I also worried

I don’t want to miss a 15 update

Hope you understand.

121103-000866

Reference 121026-003012
My ticket got closed with out any answer. it’s 6 days old.
I can’t apply new legit code or do anything about my account. I don’t even know what happned.

I’m realy dissapointed about this situation.

Hey Gaile, sorry if offtopic but you seem the only GM active at the moment
waiting since oct 28th on GERMAN support for
121028-001758
im fluently english as well but i dont want to double-ticket
i wrote into the german “waited more than five days” various times.
No reply from anyone, no GM actions at all.
I could translate all the info i postes there to english if that helps?

Whats going on there?

Thanks
D.

Incident# 121031-000399 Filed 10/30/12 9:59pm

Recieved an Auto Reply saying to check my Email for an incomplete Authentication…Even though my Account is locked for “Code of Conduct violations” AKA Botting etc…. I have had no further responses about my accounts status….Im pretty sure I was flagged for logging in on my work PC (to the forums only) which requested Email Authentication (Which I completed) My work PC is on an out of state Network. From my understanding as long as you follow the authentication process you should not be flagged….But I think I was infact flagged regardless of the process in place to prevent this….and then banned for logging multiple IP addresses…Even though I authenticated them through the system in place.

Can you please check on my account… I have no idea whats going on, or if they have even looked at my account since the Generic Auto reply which really didnt have much to do with being banned for something I didnt do…..Now I suppose my account may have been hacked….Although I created a new Email specifically for this game so that would be tough…But it could have happened I suppose….However unlikely.

Hi my account got banned for botting which i didn’t do or even know how to do on 10/31/12 and i submitted a ticket shortly after and haven’t heard a response back? Ticket number 121031-002360 sorry i did post additional tickets as well before reading that i shouldn’t.

Hi my account got banned for botting which i didn’t do or even know how to do on 10/31/12 and i submitted a ticket shortly after and haven’t heard a response back? Ticket number 121031-002360 sorry i did post additional tickets as well before reading that i shouldn’t.

Ticket: 121101-002143

Account suspended for account issue. Third day waiting. (i never played the game before.)
Please, if fraude, send me an email confirming. The seller will make the exchange.

@Guirigui : Dont take a second serial from someone who gave you a fraudlent one! GEt your money back and purchase ad an official reseller.

Trying to get an update on 121102-000090. Escalated to billing after first line support couldn’t find a reason to have the account suspended. If there is a billing issue (which can only mean a bad PID with a non-subscription game), I’ll need an e-mail explaining why so I can take legal actions against the vendor (I have purchased additional games from them) and contact information for Arenanet legal should the vendor choose to fight it.

Ok so never mind i guess now it says i cant get into my account because its been suspended due to an unauthorized person getting into my account after letting me in for a split second ticket number 121102-002944