Guild Wars 2

Over 10 days and counting, still nothing from support. My account was suspended for no reason, is this going to be resolved at all? Shall I just cut my loss and accept the fact it’s a huge waste of 59.95USD? It’s a shame that the game itself is actually pretty good…

Ticket# 121115-000565

[Incident: 121113-003712]
Gaile, I can only assume Thanksgiving limited, or eliminated any work on my ticket for the past week. My hope, and expectation is to have my account back by the end of next week – Nov 30th. If I see no real progress by then I will have one last communication to post in an effort to regain my account.
My updated timeline:
Nov 8 – Played GW2 without issue
Nov 9 – Falsely banned for “real money” account sales on attempt to login.
Nov 9 – Ticket submitted requesting to restore my account, and a second ticket correcting an error in the email address for my game of the original ticket.
Nov 12 – Posted to this forum requesting help
Nov 12 – Response from support that my account was restored
Nov 12 – Attempted to login to the game which failed for same original reason
Nov 13 – Submitted a new ticket [Incident: 121113-003712] with attachment of previous ticket communications
Nov 13 – Received request from support for 25 digit game key
Nov 13 – Provided two game keys as I couldn’t tell which one was mine, and which one was my wife’s since I had pre-purchased both of them.
Nov 13 – Informed by support my ticket had been “escalated”.
Nov 15 – Posted to this forum again, and obviously still waiting…………………
Nov 18 – Posted to this forum again. Still get same ban notice when I attempt to login.
Nov 19 – Gaile’s update list for Nov 15-19 indicates my incident is “Under Review”
Nov 25 – Posted to this forum again. Still get same ban notice when I attempt to login with no further updates for my incident.

posting on behalf of a friend (and guild member) that was mistakenly banned for using 3rd party software.

ticket number: 121115-001408

last updated by Gaile Gray was 6 days ago
“121115-001408 Under review; I added notes to the ticket”

please help!

thanks!

My account was banned for fraud payment. My friend contact
with support and they said I can update my account with a new serial code… I bought it and tried but I’ve got error with Invalid Region so tried to contact with Support to get info if they can do something with this, but instead any answer my tickets are automaticly marked as “duplicate” and they dont answer.
My ticket numbers are:
121123-001260
121121-002439
and now tried a new one:
121126-000755
Why its happening ? Why support dont want to help ? :/

Edit:
New ticket is also marked as duplicate… -.-’

Having the exact same problem as ADIos
121028-001758
never did dublicates yet. Still had t owait many days since i first contacted support.

1 month soon!

Original: 121102-000090
Reopen: 121121-001210

24 days since initial request for support, 5 days after opening a new case because the original problem was closed. Can I get this looked at soon?

I am posting for a friend his reference # is 121122-000034

Suspended for no reason on Thanksgiving day.

Hi,

I have the following ticket open since 11/15/2012:

121115-002569

Bought the game 11/11/12, played for about an hour; played again for about an hour on 11/13/12; go to log-in 11/15/12 and it says my account is suspended. code:

45:6:3:2114

Have not received any replies to my ticket, no reason given, nothing. Starting to think ANet is trying to scam me out of my hard earned money, or the place I bought it from, hoping I’ll buy another copy so they can just do it again. Not going to happen.

Tried changing password, etc., etc.

EDIT: My original ticket and first response has the serial number. When I look at it, I do not see this post, only the 11/17 follow-up I submitted and an automated response to it. If it is missing I can resubmit.

Regards.

Hey, I’m doing that thing you told me to do in my other thread!

Upgraded From Trial, No Reward and New ID Number [Incident: 121119-002879]

Original Ticket on 11/19/2012

Instead of using the in-game prompt to upgrade my account from the weekend trial to a full digital copy, I used the website to buy a digital copy and activated the serial code as described over in the support section of the site, located here: https://en.support.guildwars2.com/app/answers/detail/a_id/9054 . Though this seems to have worked perfectly, I never received the set of boosters as a reward for upgrading to a full version. Additionally, my player ID changed from Steelfoot.1049 to Steelfoot.1052, which doesn’t seem to have affected the game experience yet, but it is making me a little anxious… Is there any way to fix the ID number change and award me the boosters? Thanks!

Additional Information
On the suggestion of a poster in my previous thread, the order number is 30458760 and it was for a Digital Edition. If there’s any more information needed, let me know and I’ll get it here as soon as possible.

Thank you!

Hey thanks for getting me an answer Gaile!

121121-000642 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.

I thought that it might be the case. Before I go and create a new account. Just wondering if there is any way at all to keep my character? if not it’s no biggie but it would be nice. Also if I create a new account, will I be able to use the same email address as before and use my (Burto.9803) name? or will this not be possible?

Thanks for getting this sorted out at least.

Burto

Account has been suspended for the last 4 days, havent heard from customer support in 3 days, somehow this is an acceptable way to run a business, shame on you Anet!

Ticket: [Incident: 121123-000829]?

I have to use my wifes account just to write on the forums because youve blocked mine from accessing them, with no explanation or anything. Terrible support!

Hi Gaile,

Reference Ticket: 121119-003748, Account has been suspended for over one week now with no further response after the initial escalation email from the team.

Long story short – my wife and I both bought copies of the game with the same credit card, but she purchased her copy a few weeks after mine. Her account was suspended and refunded, but I still haven’t heard back as to why my account was suspended with no further word (No refund request – just want to play on my account again ). I fear the account might have been hacked which led to the suspension about a week ago after hearing from my friends that they saw me online the day of the suspension (when I was not).

Thanks for any further info and please let me know if I can provide anything else. I’d really appreciate it if the matter could be resolved so we can get back to playing this great game together with the characters I invested a lot of time into.

Regards,
Masaga.6072

Hi Gaile/Team,

Account has been suspended, similar with my friend who has the same fraudulent retailer. His account was reactivated by buying new game keys, so I bought new game keys from the website, linked it then submitted a ticket of reactivating the account.

As of today, my account was still suspended. [Incident: 121125-000598]

I appreciate your actions regarding on this issue. Thank you in advance.

Ticket 121119-002764

Hi,
One of my guild member receive unjustified ban, and she cannot log in to forum and post her helps, sorry if is not allow to help someone to post their issue. She provided her actual receipt of the game purchase and other clear picture of the CD Key. However, her account is still considered as fraudulent purchase. I was caught in the same situation a month ago as well, but my account has been resolved already. This member plays with our guild for many years, so please helps her and review the issue.

“Hi, Gaile Gray
Sorry if this makes you feel annoying, but I will not give up my right as a loyal Guild Wars 2 game player when I had fully paid my game and proof my purchase with receipt and cd key.
Since Oct 19, my account receives the ban. The system determines my account was involved with real money trade. I was trying to be calm and patient, but it seems not going on the right path.

For the latest notice:
“121027-000291 (and 7 other tickets) Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost. “

I will not give up until I receive a satisfied response, because I did nothing wrong and purchase the game thought legal and official path. I had the proof of my CD Key is legal and qualify to play (which I brought the CD Key in Toronto, Canada in person), because I also invite few friends to play the game, I help all my friend to purchase their game at EB GAMES Store during the same day. And I still have the receipt to proof my full purchase. Therefore, I really wonder how my account can be labeled against such charges, and keep being rejecting for resolve? I not paid for this kind of unjustified band. Please show me the evidences that the CD Key I purchase from EB GAME is not qualify to play, if there are not such of things, please do not ban an honest and loyal fans of Guild Wars2 for such unreasonable charges. The receipt I provide in the ticket attachments is the proof of pre purchase and the proof of pick up after the game official released.

PS. To explain, the other four tickets are not related to this issue, and it has been closed and resolved for long time ago. Because I need help to resolve this issue, I apologize if I send too much tickets, but I hope you understand it is because my account is innocent and I love the game so much, so I really want my account back. I wish to get more help in the forum, but my account is also ban by the forum cause the unjustified charges. It has been almost one month away from the game, I miss it so much, and so do my guild members. And I really don’t want my passion for Guild Wars 2 turns down by disappointment.”

Attachments: Receipt of the game purchase
Cd Key with game box and install Cd

Thank You"

121114-000710

Hi again
Created ticket 11/13/2012
Last update 11/15/2012 11:12 PM
Waiting for refund

Hi again Gaile, it’s Burto 9803, except now I’m burto 7026. I decided to just make a new account all together, I only really lost 5 days of progress, so like I said no biggie. I’ll let support know that I no longer intend to use the other account so they can get rid of it. Thanks again for your time!

Burto

Gaile Gray.6028:

Burto.9803:

Hey thanks for getting me an answer Gaile!

121121-000642 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.

I thought that it might be the case. Before I go and create a new account. Just wondering if there is any way at all to keep my character? if not it’s no biggie but it would be nice. Also if I create a new account, will I be able to use the same email address as before and use my (Burto.9803) name? or will this not be possible?

Thanks for getting this sorted out at least.

Burto

Glad to help. I wish I could answer the question about continued play on the account (with a valid code, of course). But each situation is different and I think it would be good for you to update your ticket and ask if they can release your account and allow you to add a new, valid code to it, or if you will need to start a new account. It’s not a simple situation, so it’s best to get the word directly from the team. Thanks!

Hello, I got this response according my ticket with reference 121118-001985

Response Raven via Email 11/19/2012 12:21 PM
Hello,

I am transferring your ticket to a senior member of the Guild Wars Support Team for further assistance. Someone will be in contact with you as soon as possible.

Regards,
[GM]Raven
The Guild Wars Support Team

The ticket was in “waiting” state. After few days I found out noone responded, but suddenly ticket is “closed”. I waited couple more days, but still nothing. Can you investigate for me, please?

Gaile Gray.6028:

ADIos.3196:

My account was banned for fraud payment. My friend contact
with support and they said I can update my account with a new serial code… I bought it and tried but I’ve got error with Invalid Region so tried to contact with Support to get info if they can do something with this, but instead any answer my tickets are automaticly marked as “duplicate” and they dont answer.
My ticket numbers are:
121123-001260
121121-002439
and now tried a new one:
121126-000755
Why its happening ? Why support dont want to help ? :/

Edit:
New ticket is also marked as duplicate… -.-’

Yes, the new tickets are marked as duplicates. Please do not file multiple tickets. You slow down the process of getting you help. Please only update your first ticket.

Hey Gaile,
Sorry for duplicateing a tickets, I just though I was asking about something else and I should write a new ticket. I guess this 1st one is:
121022-002506 Because all tickets were entered to this one (now i get it),
I didn’t get an answer since 21.11.2012, but now Im just posting it here and not updating.
Thenk You for any help and waiting with patience…

Howdy,
My account got suspended BEFORE HALLOWEEN (Yes, that long).
I was given no reason as to why it was suspended, and to my knowledge, I did nothing wrong and it has not been hacked.
I sent a ticket shortly after. I got a message that it was being looked at. And then found out later that it had closed unresolved.

I Made another, as the old one gave me this message “This incident cannot be reopened or updated. If you need further assistance, please submit a new question by clicking the Ask A Question tab.”
The 2nd ticket (11/11/2012) was made 2 weeks later because of your warnings against multiple tickets.

The 2nd ticket says it is a duplicate and also gives the message “This incident cannot be reopened or updated. If you need further assistance, please submit a new question by clicking the Ask A Question tab.” Number# [Incident: 121111-001040]

I never got sent an email about updating my ticket or re-prioritizing it. It has now been over A MONTH since I have been able to play this game.

Hi Gaile,

This post is from my friend for he can not post here because of a unjustified ban.

“HI Gaile,

My account was terminated because of some reason like botting/extended unattended play/using macros at 11/17. but just before my character was banned from the game, I was buying some equipments in the Blacklion trademarket. I know I was just standed there idlely, but it’s just because there are so many items in the TP and I have to make some conclusion. So I was very confused when I was banned, because I have no clue why that happened on me! I have appealed a ticket. but the answer from support just like some template letter and from then on, there is no update to my problem, and my issue hasn’t been resolved. I hope you can check it out, thank you very much.

This is my ticket: 121118-000671"

@Gemma.4830

All it says when I try to log in is “Your Guildwars 2 account has been suspended for an account issue. Please contact support for information”.
One month later, still no information, or fix. I have zero idea what the issue is.

However, that doesn’t stop ArenaNet from sending me emails asking for feedback on how I enjoyed the events I didn’t get to play

Hi Gaile,

I was given the advice to post on this thread to escalate my ticket which was very sadly not solved and closed without proper investigation by the support team

My ticket reference number is 121123-000566

My problem is as follows (and you may also see in my ticket):

A few days ago a very nice exotic item with a rare rune in it dropped for me. The rune was worth about 5 gold. So I sent it to my boyfriend in the mail so that he could extract the rune with his Black Lion Salvage Kit so we could sell it and split the gold.
Problem is, he never received the item and I definitely don’t have it in my inventory. We made very sure that his mailbox was empty before I sent it. It just vanished in the mail.
Obviously I was very upset. This bug meant that 5 gold went down the drain because the item was lost in the mail I contacted support multiple times, was very polite and patient, and the final reply was that they are unable to restore any items that have gotten lost in the mail. I don’t think any kind of investigation was done, it was just a standard response. And then support closed my ticket.

Please may you help me with this problem It is pretty upsetting to lose such a rare item because of a mail system bug and I would really like some investigation to be done to see if the item can be returned.

Thank you!

Can some one please move things along…on the 22nd we used the support option and submitted tickets and its still not fixed/updated.
Here is what happened:
I bought 4 Guild Wars 2 games, 1 for me, 1 for my oldest son, 1 for my younger son, and one for a friend out of state. I used 2 credit cards and seems after a month of us 4 playing 2 got banned/suspended and I was refunded the money for the game. It also seems that the 2 that got banned/suspended were the 2nd purchases on each credit card. Neither one had an offensive name nor offended anyone as we mostly only team together and don’t join pugs. Can you please speed things up in getting this resolved, we just want to get back to playing the game. I know my son and friend submitted tickets on this and so did I since it involved my credit cards. My incident number is:
[Incident: 121123-001923]

I have been unable to login to my account for, at minimum, 12 days now. I quit playing for a while and contacted support when I tried to login and it stated I was suspended. We talked, and then they stated they would contact me as soon as possible… and yet still, nothing.
Below are screenshots. I really don’t know what else to do, it’s been over 10 days since they’ve said anything. I even tried poking the ticket by saying something but still, nothing. Can’t play the game.
Suspended: https://lh5.googleusercontent.com/-tJMftHxQrbk/ULSh9SX_AcI/AAAAAAAAB4I/RSKhwidrrIg/s921/guild_wars_banned.png
Customer Support: https://lh4.googleusercontent.com/-PBhuNzbVbUY/ULShj8T0aiI/AAAAAAAAB4A/h4KZqsl3uAk/s894/cant_login.png

Gaile/Team,

This is regarding [Incident: 121123-000247].

My husband (alberolingarn.8361) was banned/suspended last week “for an account issue.” He filed a support ticket with ArenaNet on Thursday November 22nd.

The latest response we have gotten from ArenaNet is the following:

“The Guild Wars 2 Serial Code used to create your Guild Wars 2 game account was initially purchased from https://buy.guildwars2.com/en/. NCsoft has found that the purchase of the serial code was a fraudulent purchase. This resulted in the provided serial code and game account where that serial code is registered to be permanently closed.

Unfortunately, we will not be able to assist you further with this issue."

This shocked us because we pre-purchased the game directly from your site seven months ago. Our bank statements show the money was charged and went through to ArenaNet. We have not received any refund for the money, either.

He has participated in all subsequent BWEs and played the game since launch! We do not know why there is a problem now. He paid through debit and we have had no problems with that card. We are just baffled because the money shows it went through on our end, and I have no idea why seven months later we are being told it was bad.

We came home from Thanksgiving dinner to find his account banned and it made for a depressing Thanksgiving break. It hurts to be accused of fraud when we are innocent!

We would love some further help on this issue. Gaile, I’ve been going through all of these support threads the past few days and see how much you are helping people. I really respect the work you do; if you could help us with this issue I would really appreciate it.

Excelsior. :>

Here’s what’s up. I bought a digital copy of the game for my friend (early x-mas present) on Nov. 15 with my credit card. We played for three days and then his account was suspended without any warning. We only played together and explored PvE. Never did anything to break any kind of agreement. We just want to play and this is becoming frustrating. Can someone please un-suspend his account so we can enjoy the game like we want to. Please and Thank you

Reference # 121122-001534
Friend in question – PKay.5698
Order # 30387205

[Incident: 121113-003712]
Gaile,
Thank you for following up on my incident. My account has been fully restored with support acknowledging it was blocked in error. I suspect without your assistance on this forum I could have been waiting much longer.

For the innocent GW2 customers ,
Thought you might like to see a successful outcome. They don’t come quickly though. I started on Nov 9th, repeatedly followed up, and today Nov 27th I got my account back with everything where I left it.

For the management of GW2:
I understand there were issues getting out of hand that you were trying to address after I started researching what was going on. However, I find your course of action used extremely poor judgment, and foresight. Casting a net that catches innocent customers is not a good decision. To compound that error with insufficient resources to address legitimate customer issues that you created in a timely manner is… shall I say “disheartening” to those of us who have spent a lot of our time in Tyria.

Gaile Gray.6028:

Update: Tuesday, 27 November

121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.

Thanks for following up on this, but maybe you can elaborate.

- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?

- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.

The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?

Regards.

Gaile Gray

121119-002879 I followed up on this today; the answers you got weren’t right and I’m sorry

It’s alright. I’m actually pretty happy to have received a response from support after issues with MMO support systems in the past. Better a polite, friendly, but somewhat off-the-mark response than “eh, tough cookies” or no response at all.

I just received the booster set about 5 minutes ago; got up to get a drink and they were waiting for me in my mailbox. Thank you so much for your help, Gaile!

Gaile Gray.6028:

Update: Wednesday through Monday — 21 through 26 November
121102-000090, 121121-001210 Fraudulent code. Please contact your seller to get a refund.
121121-001210 I followed up on this today

Same ticket number, two lines on the same post. The initial number was for ArenaNET reference, the second number is the reopen (which does not appear on my support page). I’m assuming your “Fraudulent code” comment was on the original ticket since I purchased the second code directly from ArenaNET?

I also saw this:

You can reopen the first ticket by responding to it. Please do so and close the second ticket yourself, to avoid delaying your response.

I replied to the last e-mail recieved from support as instructed in hope that this will be resolved. I did check after replying and it does not appear in my support history. A soon as I get a confirmation from support, or the re-opened case reappears, I’ll feel a bit more confident about closing the second issue.

Hopefully this does not place me in the back of the queue for another 26 days.

account suspended [Incident: 121116-001561]

its 13 days now! worst service of mmo i seen!
????????, ???!

Posting again on behalf of a suspended friend:

Ticket: 121121-002141
Gaile:
“The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.”"

Atomhamster:
I bought a serial from your online shop and PayPal charged me on your behalf. The money didn’t come back to this day.
I added this legit pre-purchase serial to an account which was created with an ebay-beta-key (I could let you know that serial as well).
Now I read (in the german forum) these beay-beta-keys are connected to fraud. Im sorry to hear that but didn’t expect that when I bought it.

Nevertheless, I think my gw2-page-pre-purchase serial should be valid (it cost valid money).
I don’t want to re-start. How can we solve this?
My updates to the ticket are all but ignored. Gaile’s info didn’t arrive in the ticket either.

Hi Gaile,
It’s me. thanks for your follow.
I am sorry for bothering you again.
However, My ticket is still not updated.
And my account still be suspended. nothing change from 16/11
Is there anything I could help / provide ?
I bought it from the official site by credit card.

The one whose account got suspended by payment issue.
My ticket number is below.
121116-002285, 121118-002383 I followed up on this today

How can I get my account back within a short time.
12 days has gone ~ …..
And I suggest speeding up the service of payment team
12 is a long wait …
HAHA

Hi Gaile,

Still waiting for an update for ticket 121116-001629.

Could we please have this looked at please! Would be great if i could be answered directly

Thanks!

My girlfriend has been wrongfully accused of using of third party program and has gotten banned for more than two weeks. Not even sure what caused ANet to suspect my girlfriend but she has definitely not used any third party program. We had been playing together for weeks before the incident and have never encountered such problems. Now both of us have stopped playing because of this.

We sent a ticket weeks ago to explain the situation but GM replied with an automated response and insists that my girlfriend is in the wrong without even providing proof. Sent another ticket (Incident: 121124-001746) on 24/11/2012 to appeal and has yet to receive any reply. Please help. It feels as if ANet has just robbed my girlfriend of her hard earned money.

Gaile,

Thank you for looking into my ticket, I do appreciate the effort. However, day 10 or so, Wednesday morning, and my daughter’s account remains suspended.

Ticket 121118-002786-

I have yet to receive a response from support since 11/19, and noticed via the forum that you were checking into it earlier this week. Not to beat a dead horse, but all info has been submitted, she played the game a whole ONE time with me, and in no way, shape or form, violated any TOS etc…

Please restore her account asap, she’d really like to see a bit more of the game than the opening, and for 59.99, she deserves to!

Thank You

I’m posting this for my friend who got his account suspended (he can’t access forums) and we do not know what happened. It’s been a week now, since the last reply from support.

the account name is:
mcquack.9678
reference number: #121121-002828

I opened a support ticket on 21 said it would analyze for 7 days and no one has contacted at least to say what you’re being done, I am very upset about support, I am a customer besides being a player hope this problem is resolved as quickly possible.
ticket : 121121-002294

@Gaile: I just had been able to log in first time since our “romance” started. Thanks for all those matches and candles you used to get those guy and girls working.
I think im finally donw now. 1 Month exactly

Hi. My account was suspended, 11/15/2012 i posted a ticket and provided all information support asked me, but i have no answers from 11/15/2012. i posted 4 tickets later, but they marked as duplicate, and was not answered. First ticket number is 121115-002366,
next tickets are: 121125-002502, 121125-000994, 121122-001533, 121118-001872.
Do something please.
Best regards, Mikalai.