Guild Wars 2

121026-002578

Still have not received an answer. You guys really need a phone support system, could have this resolved in twenty minutes over now waiting over a week.

It seems a lot of people here are having issues with payment fraud, if this is the case I will be reallllly pissed. As I can right now tell you the problem. My account was hacked some month ago and again waiting forever to get it resolved by arenanet I just told my bank to cancel the over two hundred dollars in charges the hackers made to my account.

As is I haven’t even received my 200 gems that I legit purchased back either this really better not be the reason I cannot play my 60 dollar game.

Hello, I submitted a ticket 3 days prior to now on Oct. 31st. No responses up to this moment. My account was terminated due to botting. At first I assumed the reason was me playing so often with my wife. After speaking to some people on my wife’s account I realized it was something else.. Being a father, I try to encourage my children to play with the family. My wife and I often let my 4 and 5 year old play Guild Wars 2 on my account. I have noticed they received player messages on occasion in game stating that they were reported for “botting” or asking if they were bots. I ignored the comments that I noticed as they were inaccurate accusations. My kids are very young, and don’t fully understand the game. They run around exploring, dying frequently, breaking armor and attacking the landscape. I understand the awkwardness of me having youngsters playing my account, and I can keep them occupied with other games until they are a bit older. I would really appreciate if you could look into this issue as my wife is growing restless playing without me.. Thank you for your time
Edit in [Incident: 121101-000260]

After getting a new computer, I reinstalled the client from the site with no problems, but upon trying to login to the game, it was telling me that my account was locked due to suspcious activity. I put in a support ticket on tuesday (Oct 30th) at 03:49PM and was asked for several bits of information to allow them to research my account issues as to being locked out. I was told on wednsday (Oct 31st) at 11:02AM that my account was now void. Despite my account being void, I am still able to log onto the site and redownload the client with no issues whatsoever. On Wednsday at noon (roughly), I recieved another e-mail notice stating that they were forwarding the ticket up to accounting after I asked them what I had to do to get my account ‘unvoided’. It has been 3 days now since I have recieved any kind of reply from the support team and I have tried numerous times to log in to the client with the same error. Just posting here as directed, hoping for some resolution.

Incident: 121030-002367

I don’t want to wait three days before this post

Then why all the questions need to be resolved in three days

If I don’t hurry not to me to solve the problem

121102-000941

121102-001879

Ticket number :121027-000447

It’s been a few days now, they said that they would be escalating my ticket to another department and that they would get back to me AS SOON AS POSSIBLE. I hope this issue gets resolved ASAP. Would love to get a quick reply. Thanks!

[Incident: 121031-002153]
its been 3 days havn’t heard anything besides the initial email
saying someone was going to be looking at my account shortly
that was sent 3 days ago

Same issue, “permanently banned for botting” when no such actions took place on 10/31, ticket # 121031-002954. No response yet via email or ticket, account still banned.

hi allmost 5 days now error ban boting something i know nothing about i was mad at 1st, but looked at few post some say be cool team will get back to you. well it`s weekend now & still can not get on line to play. ps can any one let me know if you play all day every day can you be ban for this? for playing a game you love!. 121031-002834

Been 3 days so I thought I ought to update my ticket. 121101-000176

Goodluck and Godspeed support team

Going on its 3rd day now for alleged botting issue
please advice
ticket number 1-21031-002924

I submitted my ticket over 3 days ago (~75 hours) and have not received any kind of response yet. It is in regards to my account being terminated for gold-selling despite not having ever participated in such activity.

Ticket number is 121031-002665

Hello, i am on waiting on ticket number 121031-001634 for 3-4 days and i already missed the halloween achievement i was just missing attend party but who cares in the ncsoft support team, i can always wait another year for that title.

5 days now and nothing. People with tickets after me that were banned for the same thing as I was were unbanned already. This is ridiculous.

Ticket#: 121031-000139

It’s been 3 days now since I was banned for botting when no such activity took place. I had a support ticket in because I couldn’t purchase gems on the store until I confirmed my identity (you guys responded quickly to that one), when someone said they disabled the buying restriction on my account for 2 days, I go to log in and it tells me my account is terminated because of botting, etc etc. Well I’ve never done any such thing (christ, my highest character is under 50 and has less then 2 gold, if I was botting wouldn’t I have a little better stuff)? It’s been over 3 days now and I haven’t heard back from support.

This is ridicilous, I paid for this game (I pre-ordered the digital deluxe version from your site, so basically I gave you a 90 dollar interest free loan!), did nothing wrong, so I should be allowed it play it!

121031-003172

I just got my account banned for selling gold for money i didnt have anything to do with this. I have been in contact with customer support since wed nov 1st and have had no help my ticket number is 121103-002830 please someone help

121030-000301

It has been a week and no answer. I did not buy gold at all please look into it. the only thing my account did was i shared the account with my classmate who is overseas. Two of us shared a account so that i can play when he’s asleep. Other than that i did not find anything else suspicious in my account.

what happen: i didn’t play for a day during the halloween event and bam! my account was ban for selling gold. I’m a playing from singapore not china. My character is only level 33 & 11, it’s impossible that i have gold to sell.

Dear Gaile Grey,

thank you for reviewing my ticket, but you mentioned you had sent me an e-mail on the issue for more information. I have not gotten an e-mail from you, just the pages and pages of log in attempt notifications….. i checked both e-mails i provided in my original reply on the 25th and there is nothing. If you would be so kind as to resend the e-mail so i can address it and provide you with the information you need so we can get this whole matter straightened out, please?

it has been a long wait and i hope to get in game soon.

ticket: 121025-000947

On ticket 121027-000107 my last response is at 6 days old now and the original item is 8 days old. What happened with the assumed fraud on the card was a mistake and obviously not fraud. If it was the way you guys were assuming it was it wouldn’t be the same name on the card and my account. This is something that a two second phone conversation could have cleared up instead of 8 days of waiting between responses.

All I wanted to do when I found out about the error was find a way to get it corrected, but after waiting for 6 days to my last question, I just don’t know. It’s too bad the game was beyond awesome too.

Denied access to the game, I can not understand for what reason
how to find out the reason for blocking.
ticket 121102-002329

Hi,

same for me. Waiting for 4 days now to get help and a reason for my account was suspended.

121031-002679
121103-002333

Please help.

Hi,

same for me. Waiting for 6 days now to get help and a reason for my account was suspended.

121030-001061
121031-000847

Incident: 121101-000434
i have put all my info in and tried both credit card and paypal but all i get is that my card was not approved or that they could not finalize my purchase.
any help would be appreciated.
it’s been 4 days as of this morning

121101-000032

Card approval failed issue. I was told my ticket was under review, but it was closed for no reason yesterday.

ticket 121028-001299 7th day update:

I received the automated message but I did not received the mail, maybe this information is useful for you.

Anyway I have sent the required Info, and yes was a mistype.

Waiting.

Posted it here 3 days ago and nother 3 days past without any contact . So far at 9 days without any help or information.
Ticket id : 121026-003005

9th day today, still no response and ticket still not yet resolved. I miss the game, my character and my friends already. This is really depressing.

Ticket: 121027-000347

Hi, I am writing in with regards to my account being wrongfully banned.
Previously my account got hacked, and I filed a dispute to my credit card company so that the hacker would lose access to my account. However, when my account was restored, I had instructed my credit card company to stop investigation. I did told them to not submit my dispute until further instructions as I was waiting for the support team’s response. With much efficiency of Anet, I got my account back within a week.
But unfortunately, my credit card company had filed for the dispute and reversed the payment to Anet. Which I had checked in my bank statement, they had only credited the payment back to Anet only in October, when I already called in to cancel the dispute related case in early September.
I think this is the reason why Anet suspected I did a fraudulent purchase and permanently banned my account. First ticket reply I got from Anet was that I have bought GW2 from an unauthorized dealer, and said they couldn’t do anything about it but for me to contact the dealer. BUT, I bought GW2 from www.guildwars2.com.
It’s been 4 days since I’ve submitted another ticket but I haven’t gotten any replies. Also enclosed in my ticket, is my bank statement that shows the payment was credited back into Anet and an email that Anet sent me when I purchased the game from the official website. I hope these information will help you guys with the investigation.
Ref no. 121030-001048
Date created: 10/30/12

Got my account back.

Thanks

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.

121102-003256
121104-002166

Hey please can you guys look into this i have been waiting for 3 days now , i am gist impatient because me and a friend got wrongfully banned after logging in his account to assist him(deadreply.3894) in game for roughly around 45-60mins ,he did give me permission to login to his profile and after logging in our profiles and playing the game for 10min we got banned for tampering with the game ,we did not tamper with any of the games files or anything at all , can you please help us in this problem ….(edit) Deadreply was has his profile back but i have not been informed about my profile

Some help would be highly appreciated

Thank you

Nemesis.3025:

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

Got a message this morning with the caption “Account Restored”. I was elated! My email login and password had to be changed because support said I was hacked. I carefully followed the instructions and…

Now it says my account “may have been accessed by an unauthorized individual. For your security, further access to the account has been suspended until this matter can be resolved.”

Please look into this right away. This is getting very frustrating.

#121101-002417
still no answers and i want to play the game i paid for and never did anything against the rules.
this is so frustrating and really slow user support

Ticket – 121102-000987

Unable to login due to an unauthorized login attempt by an individual which has led my account to being suspended.

Ticket lodged 3 days ago with no acknowledgement or reply.

Thanks GM Darth
it was worth the wait..

About a week ago i sent 3 emails to 3 different support places. And the only answer i was given was about 5 days ago that said

Hello there,

Thank you for contacting NCsoft account support.

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.

Kind Regards,
Ana Lucia
NCsoft Account Support

What happend did you forget me or something?
This is getting really frustrating and i dont like it att all.

When i start the game it says
“Your Guild Wars 2 account has bin suspended for an account issue. Please contact support for information.”

And thats exackly what i have done and i still dont get any answers.

[Incident: 121029-002588]?

@Monepocket: Most likely the serial you are using was purchased with a stolen credit card or the money was taken back. If so your account got suspended because ArenaNet wasnt paid for said account.

My ticket is going to be 10 days old now, and I still get no response. Or did they abandon it? I’ve sent several emails asking for an update every single day (maybe that’s too much but I’m a concerned player here and I really needed “support” and help).

This may be a dumb question but did they take the holidays too? Are they not available during weekends? Are they available 24/7, including holidays? Please enlighten me so I would understand.

PS. I understand you may answer me about “investigating the account and research that’s why it took them so long” but how? I don’t even know what happened to my account yet. How can they start working with it if I haven’t been informed and I haven’t shared my part of resolving the problem?

Sorry for being hasty but it’s been more than a week, and I miss playing the game and playing with my friends. Just thinking about my account and not seeing any single mail from support is very depressing. :/

Thx Leira.9701 for helping me : ) But i have bin playing for a while. And the credit card is my own. I bought the game online and got a cd-key from the company that i bought it from. So that couldnt be the problem or could it?

If someone here is loosing his patience after 3-4 days i feel i have to inform you that you should be ready to wait a bit more…..

14 days here and counting.

I just wait out of curiosity…

I was also pissed off initially but later on i realized, it’s a game and it’s customer support is just bad, very bad.

And imagine, i did play Aion for around 8 months and had been paying my sub monthly. Well if they don’t care about their customers i cannot help them.

No words left, just disappointment.

I would love to get an honest answer from someone that represents NcSoft/ArenaNet:

What would have been your feelings if you had to wait for 14 days for a support ticket? Just that… close my account as much as you want, ignore my tickets for months on no end, but please at least answer this question, i think i deserve an answer here.

Get used to it. 14 days and counting, if that’s of any help to your question.

I dont know anything about working times or holidays. I can just tell you im waiting for 7 days now without any response.

My ticket is for german support. I got there because thats my region.
The german threat only allows posting after 5 days.
I did post there.
No reaction.
They dont work at sundays maybe.

thank you anet for helping me get my account back

ticket 121025-000947 can now be closed

@ Kotik. I agree in 100%. This is by far the worst support i ve seen. It’s really annoying that we can’t get any answer.

“It appears your account was blocked in error…your account is now released”

121031-000399 Incident closed.

allmoust 9 days here and no answer from support i realy start to get freaky we pay for this game it was not free in the end and we are treated like some noobs

I actually created a ticket today about my email(and a thread that was closed, rightfully) and got a response like 3hrs later and have got my prob sorted. have to say it was very prompt

I think they have different type of support. Some are easy such as email change. Some takes longer such as hacked accounts and banned accounts.

Ok it has been over 3 days 121101-002319
Any help as to why I was terminated after I recovered my account from a hacker would be nice.

I have 4 guildmates and we have similar problems, and they got their cases solved in less than a week. I don’t understand why mine was left like that. And yes, I already have posted my ticket in the official ticket reviews thread twice (first was after 3 days, second was again after another 3 days) and my ticket was stuck to “In appeals que”. I’m not sure if they were working around the Holidays? Halloween? Or weekends – sat and sunday? :/

Hi ANet, I’m posting for a friend we really wanted to play together its been 4 days since he got suspended for unknown reason and he seems frustrated now because he don’t know what happen to his account. Please let me know what happen so I can relay the news to him.

Incident: 121102-000396 (4days ago)