Guild Wars 2

RadPix.8905:
Can someone please look into ticket number 121123-001882, this is my husbands account, the game was purchased for him from a friend of ours for his birthday. NC flagged it as a fraudulent purchase but supposedly has since reactivated the account, but my husband no longer has his password and doesn’t remember it and didn’t write it down. Can someone please look into whether the account is active and if so can someone please email him the password or advise how to reset it. A reply in this matter would be greatly appreciated since this ticket has been open since the 23rd. This is the same issue as referenced in ticket 121123-001923
We’ll be happy to help, but your husband needs to update his ticket to get assistance. Thanks!
Gaile Gray
Support Liaison
ArenaNet

Gaile

He did update his ticket over the weekend and we still haven’t heard anything, how many tickets do we have to update/open to get this resolved. It’s just very frustrating when we’ve provided everything that was needed and he still doesn’t have access. Plus he no longer has access to post on this thread, he can’t even contact you through the forum. Very disappointed in the time it is taking to resolve.

Please disregard this ticket Reference # 121128-002607 it was taken care of thanks

Gaile Gray.6028:

121128-000072 The charge authorization did not pass risk reviews. You were not charged.

He just checked his bank records and found out that he was charged twice for his original purchase and then later refunded twice without any notifications made to him. Does he lose his entire account over this mistake or is there some way he can get his account back after buying the game again? Thanks.

Gaile Gray.6028:

121129-001285 The charge authorization did not pass risk reviews. You were not charged.

What exactly is meant by this? If I am not appearing pretty silly for asking this. Am I required to provide more information about the account? (If so, I just updated it again) If it also means that there is no enough funds; I do have enough funds on the credit card used.

What does this mean 121118-000987 Under review? I unlock?

121127-000150

Can you help my officer? Seriously. It’s been a week now, and I have an entire 250 member guild ready to vouch that he’s not a gold seller or whatever.

Incident: 121124-000049
My brother’s account has been suspended. It may be because he bought it from a third party retailer and he has been waiting a week since the last reply. Could you please respond to this as soon as possible? Thank you

[—-001:000305:32512—-] had this ticket for around a week now. Previously had sent emails to no avail.. This is as much info as I have about my account as it was brought for me as a gift by my partner. Who does radio show for Gwen. (Mike Si from Perth Australia)

The account was purchased via his debit card so I do not have access to his card.. he’s uber private about his cards…

Order number: 30326780
Order date: 11/9/2012

Guild Wars 2 Digital Edition$59.99

Apparantly I have been suspended and I am not sure why. I have changed my password a few times because I forgot it. I have logged in on my game from two different ips as I use my partners computer because I can’t run the game on mine and I was on holiday in Adelaide South Australia so I was on a different IP again. It keeps telling me that I have been suspended for an account issue. It also says in red Rules of Conduct-user agreement when I try to log in
and also says Naming policy-conduct breaches and outcomes , Yet according to my partner I am logged into the game as I am showing on our Guild roster…. but not representing … and I just managed to change my password prior to it showing me as logged in after i signed into the site iwthmy new password .. so I don’t think I have been hacked…..as when I logged out of the GW2 site I also logged off the game itself. I have sent a few emails but have only had a reply of it could take a while… my friend and my partner Mike Si think it could be because of my email xiyanala they brought it to my attention it does have the word anal in it which is NOT intentional xiyana is a name I used in fan fiction and I just made it xiyanala for the email… I also have the same email for Guild Wars and have no problems getting in there. I would really like to get back to playing my new game with my friends, while they are all now level 80 I am still around the early levels. Some of the problems I have read on this board have been waiting 3 months for solutions… When you pay a decent amount of money for a game you expect to be able to play it not get suspended for no reason.. which I really would like to know. I had been on it fine many times before all of a sudden it was bam.. and that was it.

Please at least can you let me know what the suspension was for even though I believe I have done nothing illicitly or illegally to warrant one….. or why it would have occurred..
Thanks heaps
Kind regards
Cathy Gilbert

Moderator edit: removed personal data from the post

Hi everyone,

When posting your ticket, please remember not to post any important personal data (like bank accounts, game serial numbers, emails etc) as it can be used for malicious purposes.

Thanks

I got suspend 2 times already without reason, in the first time Anet accused me of be using a false cdkey, then i bought a new cdkey. Now why i got suspended again?!
Have more than 5 days without play and without answers, besides i can’t login on forum anymore. I can’t use bot because the only thing i do is Spvp, can check my character chat log and stuffs.

Waiting an answer…

Ticket: 121201-002553

(posted by a friend)

“121127-001175 I followed up on this today”

Hi Gaile,
thx for your hard work, you seem to be the only person atm who’s giving at least a little feedback about what’s happening. Really appreciate this.

I tried updated my above mentioned incident with as much information as I could get to this point.

I hope this will be figured out soon.

Thx again

btw the German support didn’t even update the ticket since I opened it, after I got that automated mail asking for my details….

I am making this post for a guildie of mine who cannot post on the forums

He sent in a ticket on the 29:th of November
121129-001122

His account was suspended for “account issues” (nothing more specified) and his purchase refunded. He also gifted an account to a friend of his (using the same card), who is now permanently suspended for “fraud”. I am not 100% sure if the ticket number includes both accounts, or if there is a separate number for the friend.

In any case, we are of course all anxious to get this issue resolved, we really miss having him around in our guild!

(As an aside, you really should consider allowing guest posting on the Account Issues subforum. I mean, does it not pretty much defeat the point this section if people having issues with their accounts cannot even post?)

Two of my friends were permanently suspend for no reason and the games were refunded. It’s been more than three days after they submitted their tickets. Below are their ticket number:
1. 121128-000546
2. 121129-000443

Gaile,

I am posting this from my wifes account. Here is my support ticket in detail. Sorry for the spam. The problem is support is not responding once I update the ticket. I have not heard from support since 11/26/2012. My credit card was charged, please see below. Please help! Info below is appropriately sanitized. Thank you for any help in advance.

Customer Scott Janezic via CSS Web 12/04/2012 12:09 AM
On December 3rd, 2012,

Gaile Gray
ArenaNet Support Liaison wrote the following in the “Tickets for Review (3 days and older) [merged]” thread.

121125-000802 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.

Please contact me to discuss. I explained my situation to you in the first post to this Account Suspended thread. I will provide you whatever proof you need. I will even call someone on the phone to speak with them.

Thank you,
Scott

Customer Scott Janezic via CSS Web 12/01/2012 01:47 AM

Anet,

Can I please get an update?

Thanks,
Scott

Customer Scott Janezic via CSS Web 11/28/2012 06:22 AM

Anet,

On November 26, 2012, there was a credit from charge.ncsoft.com for $79.99. Can you please tell me why this money was put back onto my credit card? Is there any update about the status of my account or why it was suspended? It is winter in Estonia, so there is not much to do. I would like to get my account back up and running as soon as possible. I have already missed several days of orichalcum gathering and karma the daily.

Thank you,
Scott

Response Martin via Email 11/26/2012 10:21 AM

Hello,

Thank you for your reply.

We are in the process of investigating this issue for you and you should receive an update as soon as we have more information to provide. We may need more time if you contacted us on a weekend or holiday, but someone will respond to this support ticket as soon as possible.

Thanks,
Martin
NCsoft Account Support

Customer Scott Janezic via CSS Web 11/26/2012 01:53 AM

Anet,

Here you go:

Could you please provide the following information so that we may locate the charge(s) and review your request?

- Please provide the 25-digit Guild Wars 2 Serial Code that you registered to your account.
Order number: XXXXXXXX
Order date: 27/7/2012

Guild Wars 2 Digital Deluxe Edition $79.99
Serial Code: XXXXX-XXXXX-XXXX-XXX-XXXXXX

or
– Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase(s). (if available)
– The e-mail address you used when making the purchase. (if available)

I use email addresses XXXXXX@hotmail.com and XXXXXXX.XXXXX@gmail.com

or
—If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY.
– If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.
– Your billing zip code or postal code.

Please let me know what else you need. The only reason I can see my account was suspended was for using multiple IP addresses to log into the game. I normally use VPN gateway in NY and D.C. Sometimes I log in from Estonia and my provider is Starman. Also, I visited the US in September and logged in from Arlington, VA. It was a Verizon FiOS connection.

Thank you,
Scott

Response GM Roger via Email 11/25/2012 01:35 PM
Hello Scott,

Thank you for contacting NCsoft Account Support.

Could you please provide the following information so that we may locate the charge(s) and review your request?

- Please provide the 25-digit Guild Wars 2 Serial Code that you registered to your account.
or
– Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase(s). (if available)
– The e-mail address you used when making the purchase. (if available)
or
—If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY.
– If the payment was attempted using PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.
– Your billing zip code or postal code.

We look forward to your reply.

Regards,
Roger
NCsoft Account Support

Customer Scott Janezic via CSS Web 11/25/2012 02:26 AM

Anet,

I have been playing without any issues until today. I play via vpn in the US from Estonia. I have no idea why my account has been suspended. Please fix this as soon as possible. I am assigned to Estonia until 2014.

Thx,
Scott

my brother is having trouble with his account, his account was suspended a few days ago he sent a ticket and they responded with the following message "Hello,

Thank you for contacting NCsoft Account Support.

I am escalating your ticket to a senior member of the Payment Support Team to assist you further Top. Someone will be in contact with you as soon as the issue Has Been fully reviewed.

Thank you for your patience,
Alec
NCsoft Customer Support "

  a few days ago and until now he had not answer the ticket was sent on 11.29.2012 and to make matters worse he can not access the forum the message “Login Error: You have not the access to Guild Wars 2.” appears I know he is not a hacker or spammer we play together and he does not understand much English and already has more than 3 days I had to get into my account to send his ticket.

ticket number: 121128-002636
GW2 Display Name: Sagara.8567

hello..im Spartan.6587..my ticket number is 121130-000631..and today it was updated that my account is actually suspended because my purchase is refunded…my friend bought this one for me..and he said he never refunded it..could you show me some evidence and reply to this…or reply to my message in support,…?..because no one is replying there..

Incident: 121202-001933

“When I was playing I suddenly got disconnected. When I tried to log back on it said that I had been banned. I had just bought the game and i followed the rules so i don’t see how I can get banned?” – Niphael.1739

A friend of mine who recently got banned, he don’t know why. He still has the code which he used to activate his account. I am writing this because he can’t when he is banned.

In regards to incident: 121201-000356

Me and my fiancee enjoy GW2 so much that I bought two digital copies for couple that we are friends with. I sent them the registration codes in an email. They both activated the accounts, but about an hour into us all playing one of the them was disconnected from the game and received a message that the account was suspended.

He turned in support ticket a week ago with no response yet, I turned in one 5 days ago with a response that it would be elevated, but now it appears as closed with no further response. We are just trying to find out the reasoning behind the suspension and if it is being looked into at all? I don’t know if there is some confusion because I purchased the digital codes and emailed them and they were registered in another state or what? They had both played on the free to play weekend and I assume added the digital codes to the account created then, would that cause an issue?

Has anyone found support number you can call? I hate to start trying to call corporate in Bellevue, Washington, that would be silly to have to do. Any help is appreciated.

Hi,dear GM, my brother’s account had been suspended for IP floating problem and I sent some letter by support. Luckily,I got a respond from GM Harkonen via Email at 11/28/2012 09:14 AM and asked for some information to verify my brother’s ownership of this account.I replied as soon as I got the response,but yet get a new response since then.Please check my ticket ,already wait for almost a week…
My brother and I love Guild War2! Hope have the problem solved soon.

My ticket:

Reference # 121126-001377 / Date Created 11/26/2012

Thanks sincerely.

ticket code: 121204-000130 account: SmrttaMKD.7294 ?’m still suspended. i buy this game 3 days ago and i got suspended on 2nd day. please help fastly..

5 months ago I bought official digital CE from your official site with credit card, NCsoft randomly refunded me last week and banned my account when I never asked for a refund. My card issuing bank has said they never requested a chargeback and neither have I. My ticket # is 121201-000285. I’ve been waiting for days now. Please help me ASAP. Thank you.

Posting for Rumblerr.9743

Reference# 121130-001083

Just curious but why would you direct people to post on a forum after 3 DAYS of no customer service, only to have then not be able to log in on the forums due to the account issues. Fortunately, I was able to use my daughters log in as a way to MAYBE speed this up. Call me crazy but there is NO reason why a paying customer should ever have to wait for service over 24 hrs let alone be sent on a wild goose chase to remind the company that they have been waiting for over 3 days.

Regards
Rumblerr.9743

Case ID – 121116-000404

I need an update on a reply I left, I got sold a fraudulent code and need a reps help to prove the code was banned so I can get a refund, Thanks

Incident: 121201-000566

Posting from my brother’s account as I bought him a retail copy – I loved the game so much I wanted to get others into it as a gift, though I kind of regret it after this incident.

Like others, I experienced a suspension with no reason, no communication, no recourse or ability to fix it… Looked for a solution online only to reveal the depths of despair seen here – but submitted a ticket, only to receive a seemingly automated response saying it was escalated to a senior member of payment support – then NOTHING. If its some payment issue, I have a brand new retail box ready to go. (it was going to be another gift but hey, I want to get back in the game) If its my name I’ll change it. However, you guys have to fix this “support” so WE can fix the issues if its something we can do on our end – its maddening to get no communication or service when many of us have spent hundreds of hours and a ton of money. I’m featured in several gaming documentary movies and in the most recent I had some kind words to say about GW2 but if this doesn’t get fixed, I’ll be determined to change those words into this horrible, hidden truth I’m seeing here. Please help us. Thank you.

My ticket was placed on: 11/29/2012 07:25 PM, so over 5 days ago, reference number is: 121130-000171

hi…gaile gray said that my account is suspended because of refunding…but me or my friend nver do any kind of refund…

Spartan.6587
tanz_1004@hotmail.com

please respond quickly…i already run out of tolerance,,,hundreds of hours of my gaming in this game vanished because of some customner support issue is not funny…thx

i alwyas update my ticket and they never respond to it

I decided to buy a new key to me unblocked. I bought the key and activated it, but I’m still locked. I really like the game. I’m waiting for a very long time. Let me in the game please.
ticket # is 121202-002100

Please follow up on my support issue. It has been filed with support but has not been resolved in three days or more.

Incident: 121202-001412

Thank you.

Hi Gaile,
Any update on 121126-001549?
We still have not heard from Billing at all since last week.

Thanks
Toraemon.1307

In reference to my previous unanswered post about incident: 121201-000356, it appears the money was refunded for one of the copies we purchased for friends. If we buy our friend another copy and they apply it to the same account is that one going to be blocked as well? Does he need to create an entire new account even though he did nothing wrong, it was just concern on your behalf or our banks behalf because we made back to back purchases? We are just asking for a response and a little clarification on this, I don’t think that’s too much to ask. Today has been a week we have been trying to get some information on this.

Incident: 121202-001933 – Sending this again, because I’ve gotten no reply.

“When I was playing I suddenly got disconnected. When I tried to log back on it said that I had been banned. I had just bought the game and i followed the rules so i don’t see how I can get banned?” – Niphael.1739
A friend of mine who recently got banned, he don’t know why. He still has the code which he used to activate his account. I am writing this because he can’t when he is banned.

Hello,

My friend has recently purchased a copy of Guild Wars 2. He registered with the code provided, and then played the game. However, after 1 hour of gameplay, He has been disconnected, and recieved an error saying that his account has been suspended.

He sent two tickets a week ago, but there are still no answers on them.
Could you please look it up for him?

Display name: tudiii.3762
Ticket ID: 121128-001722 and 121130-001693

Thanks in advance!
Namiren

Hi!

I’d like to follow up Ticket # 121130-000261. It’s been almost 6 days now and no one is responding after the first update and my wife can’t play. She’s apparently suspended indefinitely after taking a break from playing for a few days.

Thanks Gaile!

Hello,

I’m having trouble logging into my account.

I bought 3 keys, one for me and two for my friends. I used my card internationally.

The three accounts were blocked. But one of the accounts had answered your ticket. There was a problem authorizing the purchase and the money was returned.

But I’m still having trouble logging in and already bought another key for me.

Tickets: 121204-000149 sent 12/03/2012
               121126-002531 sent 11/26/2012

Thanks by advance.

ticket code: 121204-000130 Date Created : 03.12.2012 account: SmrttaMKD.7294 ?’m still suspended. i buy this game 3 days ago and i got suspended on 2nd day. please help fastly..

Hello,
a friend of mine has recently started playing GW2 with my invite code. He then buyed a copy and registered, and after 2 days he received an error saying that his account has been suspended.
He sent a ticket on 20/11 (15 days), but still no answers, neither the reason of the suspension.
Could you please have a look at this?
Display name: DeAGoL.1954
Ticket ID: 121120-002708

Hi. My friend GW2’s account is still blocked and the her ticket ID : 121124-000721 still haven’t solved yet. IT IS MORE THAN 2 WEEKS she play for only 2 times and suspended for no reasons !!!!! PLEASE HELP

hi, its been 3 days since i lodged a ticket for my other account. and my girlfriend is unable to log into the forums on the account so im using this one. i brought both accounts at the same time on my credit card and the second one, my girlfriends account got suspended pretty much the next day after 5 hours of game time for no reason at all. we have got a response saying that it would be looked into but nothing since.

account : sarahsaurus.3419

ticket : 121202-000123

every time we try to log into the game we get an error saying the account has been suspended for an account issue.
Build: 16203
error code: 45:6:3:2114

we hope you can give us a speedy reply we would relay like to know whats going on and hopefully be able to get back into the game. thankyou for ur time

[Incident: 121204-001670]
[Account: InvalidID.9843]

Now on day three of waiting for a reply. Simply just requesting a name change for one of my characters after renaming her the same thing after a forced character rename (from “Phook Yu” to “Phook Yú”). Stupid/annoyed decision that I regretted minutes after applying. Don’t want to deal with a three day suspension, so I’ve avoided playing said character while I wait for a reply, and I’d really like to start playing said character again.

Hi Gaile,

got my account released and was able to add a new, valid key. All progress is at is was before the suspension.

Thanks for your hard work.

121203-001221 Unresolved 12/03/2012

121201-000663 Unresolved 12/01/2012

Display : Luna9640

thanks for your answer Gaile…i have no way to contact my friend now since he is abroad now and i don’t have any of his phone num or address…but its okay…i’ll just retire for a while…but is there any way to link my account if i buy a new key?

Following up for cardboardarmor.1458, Ticket Number: 121128-001928.

Received a response from ANet support three days ago via these forums that the charge failed on the card and to try to speak with support about releasing the account. Updates to the ticket were made on the 3rd of December and now today as well to get the account released, with no reply from support.

Forum access for the above user name is still blocked.