Guild Wars 2

“Response Wrekk via Email 11/04/2012 02:26 PM
Hello,

Thanks for your patience while we investigated this issue. You should now be able to log in "

My account got RESTORED! many thanks, i have been waiting for more then a week. I didn’t know about this thread until a week after. i posted over here on sat and today’s monday, my account got restored.

I am here to post for my friend since he cannot logon to the forum
(When he tried, it said ‘Login Error: You do not have access to Guild Wars 2’)

’The last response I received was on 30/10/2012, and for the 6 days passed I received nothing.
I still cannot logon the game.
Whats more, when I check my ticket here, I find it closed.
I was unable to play the game for weeks up to now, for no reason.
Do you really try to tell me just to pay another 60 dollars, in order to enjoy GW2?
——A really pissed off customer. ’

His reference number is 121028-001387

He got the ’ ‘The server was unable to authenticate your gameplay privileges’ error weeks ago, and currently he still cannot play the game.

I dont want my friend to leave GW2 like this, please have a look at his issue.

Hi, I am requesting a review after reaching the 3-day mark from submission for incident 121102-000774. Thank you for your support.

It’s been 5 days now since I was banned for botting when I’ve never done any such thing. No response from support yet, this is very poor business practice. I pre-ordered the game to show my support and in return I’m met with silence when wrongfully banned. I’ve supported the game by buying gems with real money as well, so I deserve better customer care then what I am receiving. Please make this right.

Incident 121031-003172

has been over 3 days.

Incident: 121102-000941

Please check it out

my ticket number is 121101-001296,error code is 45:6:3:2114
it has been 4days since my account was terminated,and i gave the support 4 e-mail,this is the number of the e-mail’’’121101-001296’’’’and I never received an e-mail back from support.it still show me this,please give me a specific reason of terminating my account, you can investigate the transaction records of my account as you pleases.every gold coin is earned by my work,and it all was costed in the game ,any evidence will show that i DIDN’T make real money trade.i love this game so much.i love this game so much,but how does this happening,dispointting….

Incident: 121030-000983
My account is suspended from 31 October 2012. Error code: 45:6:3:2114. I still want to know the specific reason for the suspension. I did not do anything wrong and just want to keep playing.

Ticket 121023-001540.

Posted reply on the 2nd November regarding a new Key. Have not had a response. Hoping they can assist as soon as possible so I can start playing again.

Been 2 weeks now that I can’t play since being suspended and missed the Halloween event entirely.

If any devs or community managers read this, a way to show that you had the community at heart would have been to apply the suspensions for select cases after the Halloween event. The response time from the Support Team had been lackluster at best which seemed to have annoyed a lot of people including myself as they couldn’t take part in any of it. And to add insult to injury there were big red headers on the top of forum site reminding us of this fact.

hi all i got error ban on 31 oct 5 days, back online sunday. no one was more mad than me i know it hard to be cool at a time like this but the team will get back to you im sure. ps i put my ticket in gw1 team thay got back to me in one day & pass it too gw2 then boom back on line

121031-000180

Updated

10/30/2012

Waiting for response from Payment Review Team

Hi ANet. My account has been suspended for an account issue 6 days ago. Meanwhile, someone replied to me that my case was escalated to the Payment Review Team and.. thats it. No reply, not a single message, and ticket is closed now.

Ticket #: 121029-002751
Created: 10/29/2012

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 in September. Which I had checked in my bank statement, they had only credited the payment back into Anet only in October, when I already called in to cancel the dispute related case in early September the moment I got the account back.

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 6 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.

Ticket Ref no. 121030-001048
Date created: 10/30/12

121102-003256
121104-002166
121105-001109

2 people, same time and same reason banned for tampering with game , we did not ,1 player gets profile back and the other is still accused of tampering with game…Why i am still banned for something i did not do and my friend did not do…

Some help would be highly appreciated

Thank you

Hey there.

I put in a support ticket about 2 weeks ago regarding the security features of my account not working and I still haven’t had any response yet…

I wouldn’t have thought too much on it until a close friend of mine also put in a support ticket regarding linking his GW1 account about a week and a half ago and still hasn’t heard back yet.

I would like to get this matter resolved as quickly as possible.

My ticket was: [Incident: 121023-003294]

Gaile Gray where are you ?? give us a sign we are waiting day by day
[Incident: 121029-002397] 10/29/2012 02:20 PM

121022-002501

Posting in this thread for the 3rd time…..
14 days of patience, you cannot be serious, this is not funny anymore.
I visit the forums on a daily basis and i see people with exactly the same issue with me got their issues resolved so why should i wait 14 kittening days? Are you guys ok? Cause i feel that you are trolling me.

P.S. If anyone here thinks that i am over-reacting then think twice. Put yourself in my position and wonder how it feels to be ignored.

Kotik.7836:

121022-002501

Posting in this thread for the 3rd time…..
14 days of patience, you cannot be serious, this is not funny anymore.
I visit the forums on a daily basis and i see people with exactly the same issue with me got their issues resolved so why should i wait 14 kittening days? Are you guys ok? Cause i feel that you are trolling me.

P.S. If anyone here thinks that i am over-reacting then think twice. Put yourself in my position and wonder how it feels to be ignored.

You’re not over-reacting, I’m in the same boat as ya.

121030-000078

Posting again, its been a week guys please do something……

121030-001914

been a week since i sumbmitted the ticket and 5 days since my last reply information would be welcomed

ups smoking lr.6173:

… ps i put my ticket in gw1 team thay got back to me in one day & pass it too gw2 then boom back on line

Can you please be more specific about what this means? Did you use a different forum, different support page, what? Thank you.

Agree….u got a lot of company with you

Kotik.7836:

Kotik.7836:

121022-002501

Posting in this thread for the 3rd time…..
14 days of patience, you cannot be serious, this is not funny anymore.
I visit the forums on a daily basis and i see people with exactly the same issue with me got their issues resolved so why should i wait 14 kittening days? Are you guys ok? Cause i feel that you are trolling me.

P.S. If anyone here thinks that i am over-reacting then think twice. Put yourself in my position and wonder how it feels to be ignored.

You’re not over-reacting, I’m in the same boat as ya.

Hi. It’s been 5 days since I submitted a my first ticket. My account was blocked/suspended because the serial code I received from a seller was bought using a stolen credit card. His whole batch has been blocked. However, he was nice enough to replace all those serial codes with new ones. So, I now have a new serial code. My only problem is, how do I go about entering this new key so I can continue playing? I tried the registration page, and all I got was an error, something about a serial code overlap. What do I do??

Access restored
Thank you guys it was 3 days but you guys did get to me after all ,and for the other people please be patient and wait , we are many they are gist a small army of players gist like us trying to help us all out …

Thank You

That is true but u are waiting for 3 days , some of us are waiting for 7-8-9 days or more.

Hi
my friend account has been suspended at 31 oct , he put some ticket and got his answer at 1 nov : Account Suspended [Incident: 121031-002786]
Response Via Email (Allen) 10/31/2012 09:47 PM
“Hello,

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."

he ‘s waiting for 5-6 day but still got no answer and still can’t login or put another ticket about that!

Xevvy.9034:

Hi. It’s been 5 days since I submitted a my first ticket. My account was blocked/suspended because the serial code I received from a seller was bought using a stolen credit card. His whole batch has been blocked. However, he was nice enough to replace all those serial codes with new ones. So, I now have a new serial code. My only problem is, how do I go about entering this new key so I can continue playing? I tried the registration page, and all I got was an error, something about a serial code overlap. What do I do??

- Should have asked for a refund and just bought the game from the legit site or bought the game dvd. That way you can avoid being banned again.

Hi, It’s been 7 days since my ticket start and 4 days since the last reply. This is the last reply
Hello Jackie,

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.

I seriously did not do anything that you state. Please help. My ticket #121031-003121

Ok so finally I got a reply today:
Hi,

After reviewing the issue, it appears that your account was blocked in error. Your account is now released and you should be able to log in to Guild Wars 2. I apologize for any inconvenience this may have caused.

Please let us know if we can help you with anything else.

Sounds great right? Well it would be if they actually reactivated my account! I’m still banned!

121102-002765

Gaile Gray.6028:

Remnant.4239:

thank you anet for helping me get my account back

ticket 121025-000947 can now be closed

Awesome. Thanks for letting us know!

Can you let me know what is going on with my account? I was told that I was banned in error and my account restored, but I still can’t log in.

121102-002765

121102-000090

Well, at least that gives me enough to go back to the merchant and demand a refund. Hopefully I won’t have to go into litigation. Shame – the guy had a 100% rating on Ebay (was selling multiple keys) and very satisfied customers.

Unfortunately, my guild is really hesitating to come over to GW2 now that they’ve seen the ArenaNet Customer Service in action, though. I’m a fairly patient guy, but the communication and support options have been pretty shocking. I hope they fix that in the future.

I’ll let the merchant deal with ArenaNet.

Ticket 121031-001634

Dear Gaile Gray, my ticket review request is between 121031-002665 121031-000139, users for which you have answered, in case you missed it.
I am sorry if i came out too strong but my experiences with the support team have been horrible and i think you can understand where i’m coming from, nonetheless i would like a ticket review.

Thanks

After 10 days of waiting, I finally got a response and my case has been resolved.
I’m now back, alive and kicking in game! Thank you so much even though it’s quite a long time waiting. But what’s important is I got my account back. Thank you again!

121027-000347 – Resolved

Hi Gaile,
I live and work in Toronto, Canada now
And I’m a member of a guild (Kingdom of Haven) in SOS.
It has been 16 days now since my account are unable to login.
At first, my account was wrongly terminated for engaging/assisting item/gold sales for real world money.
I need to attend to class and work at the most of the time, so I had never sold or buy any gold in the game.
Then I submit a ticket in support, but the response I got was my account is guilty, which I need to admit a crime that I had never ever done it before.
If that is the case, please show me the proof. If you have a reason, tell them to those who are concerned. Show me when and where I had done something that I had never done before.

Then few days ago, I got a notice in the forum that my account is now considered closed for payment fraud.
For this, I purchased my Guild Wars2 CD Key in official and legal EB Games Store in Toronto, Canada.
I been waiting and loving this game for so long
So when the pre-purchase first release, I purchased my copy right away (At official EB Games in Canada).
And I had participated in every single BWE.
I understand mistake might happen regarding on the large amount the team need to deal with during daily.
But I do not appreciate how arena net blocks player that is absolutely innocent.
Please help me to resolve my problem, or I believe players have the right to ask for refund in such situation.
My ticket number is 121027-000291
I already uploaded the pictures of my CD Key and the game box of Guild Wars2 on my ticker.
Thank you for your patience, and look forward to your answer.

Dear Gaile Gray
My ticket number is 121031-002268
I recieved reponse from support said my access is restored from 2 days ago but until now my account still cant log in though i changed password as support told me .
It’s 7 days already . I sent ticket at 10/31/2012 .
Please check again for me . Thank you.

I was banned/suspended on October 30, and I still have not received an reason why.
I am assuming it is some sort hacked account situation, but I don’t know.
I haven’t received any information for about a week.

I did get an email that told me my ticket was being escalated to the payment
review team, which leads me to believe that my payment is in question. I find
that strange considering I purchased the game from guildwars2.com

I have already sent in series code, account, and everything else that was asked for.

Reference #: 121031-000469

Thank you for your patience, and I hope to hear from someone soon.

121030-000078

its been 1 week now and still don’t have any update after that escalation reply from Erick
Response Erick via Email 10/30/2012 09:14 AM
Hello Mac,

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.

Regards,
Erick
NCsoft Account Support

Incident: 121031-002 831 – resolved

Thank you very much Guild Wars Support Team for releasing account.

[Incident: 121101-000702]

Hi Guys. Just wanted to rant about my account being suspended after not being able to play the game for almost a month. Then when I got back, I got a cute surprise that my account got suspended without telling me the reason why. I got no email whatsoever or just a heads-up like “Hey d – - – head, your account got suspended because – - – - you that’s why”.

I already submitted a ticket(emailed them) and they asked me something about the payment things, and its been 4 days and I haven’t received anything. (I don’t know why can’t they just tell the reason, as if the system will be hacked and wiped by telling me the reason.)

I don’t care much of my account because I don’t have that much time to play games anymore, but please as a human being don’t do something without a reason. If you have a reason, tell them to those who are concerned. It’s like a bank freezing your account without telling you so and leaving you behind. I don’t think you can call that customer service.

P.S. I love the game, the fact that I posted a game review about it being so perfect.!

121031-000978

Ticket filed 31 October. I’ve played the game maybe 2 hours over the course of a month.
Had no reply other than “forwarded to payment review team”.

Jason

Gaile please help me out with this ticket : Incident: 121029-002397 coz i see that u missed it last time. Ty

ticket # 121030-000854
last reply was at 11/02/2012 06:15 PM
by Sam
NCsoft Account Support

more than 3 days had past and no reply by your team.

number: 121101-001296

i have replied the e-mail,it has been 5days,do sth plz.

Gaile,
Please, what about 121030-000608?

Gaile Gray.6028:

Update — Friday through Monday, 2 – 5 November

121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-002360, 121102-002944 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-003172; 121102-002765 Resolved (Note: This was delayed because you filed multiple tickets.)
121101-000260, 121031-002997 Resolved. (Note: This was delayed because you filed multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Note: This was delayed because you filed multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758  Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121031-000134 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.

NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.

“121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.”

Hey Gaile you can send me an email confirming it? The seller need it for make the exchange.

Response GM Lloyd via Email 11/05/2012 05:47 PM
Hi,

After reviewing the issue, it appears that your account was blocked in error. Your account is now released and you should be able to log in to Guild Wars 2. I apologize for any inconvenience this may have caused.

Please let us know if we can help you with anything else.

Ticket 121102-000774 can be closed. Thank you Anet, Gaile and GM Lloyd!

I forgot to leave my ticket number, its been a week since last response. Here it is:
121028-001786

Thank you!

Ticket: [[ 121030-001444 ]]

No answer since 30/10. Not very nice of you to ban a GW veteran like me just like that , and on top of that I get ignored. Waiting…