Guild Wars 2

Hi supporters.
I did not recieve your reply for five days.
I send my ticket first time when 13/11/2012.
You want me my serial code and I send you my serial code.
But I did not reply for five days.
When I recieve your answer?
Plz quickly check my account.

Ticket number 121117-000650
Date created 11/16/2012

Havent heard much in regards to my account being suspended. I have noticed the card I used was never charged. Hopefully it is an easy fix and I can play again soon.

121102-000090
121121-001210

Purchased a bad/stolen key from E-bay. Escalated the case, then the guy cut and ran – that was identified and addressed in 121102-000090 (it took a long time to get the resolution from E-bay).

I went ahead and purchased another key directly from ArenaNet, linked it to my account per the ArenaNet instructions, and patched the client to catch me up. Client patched fine, but when I actually attempt to log in I still get notified that the account was suspended. New case opened (the old one wasn’t accessible) as 121121-001210.

I’d love to play this over the holidays – sounds like it could be a simple flag on the account itself. Can someone please flip that bit?

Thanks!

My friend account been suspended hacker attacks, can not log on the forum.I came here to help him seek help.Incident :121116-000968 and Incident :121120-001414
Thank you!

I was banned on 11/16 for botting. Before this i were in the dungeons everyday! I have sent a tickets for complaining my situation. But the reply were made me so disappointed. Its just like a botter. If i was wrong i won’t post too much complaints. Its wasting my time and wasting your time! As a foreign player, i confess i used VPN software to improve my game speed, but it won’t make me be the automate gameplayer. I have one lv80 characters now and be the manual player all the time. I need some fair and satisfied response, please!
Incident: 121116-003126

Ticket 121118-002786

Day 3- My daughters account was caught in the “suspension glitch”. I’ve provided all necessary purchase/account information and yet 3 days later, 1 response claiming you’re investigating from 11/19, and nothing since. As I stated in the original and subsequent support requests, she has played the game a mere ONE time, with me, there is no way she violated any TOS etc. Fix your mistake! (we’ve also tried logging in without a response from support to no avail!)

I’d appreciate her account restored TODAY!

Thank You…

Because my account has been suspended and whenever I try to login through my account, it shows the message,“Your Guild Wars 2 account has been suspended for an account issue. Please contact Support for information.”
Therefore, I have left the message through Support; yet, I have not got any answers.
I don’t see any actions taken by Support.
Maybe I have to call them to resolve this issue. Does anyone know how I can reach to Support by phone?

Hey Gaile Just for the fun :P 121028-001758 is still not done. You know im going for a record, no? But dont worry. Now i just need a european key put on my northamerican version. Or my north american version put into a european one so i can apply it myself :P

Hi,
my friend’s account (hbrzostowski.1843) was banned few days ago. He wrote to support:
Ticket number: 121114-003259
Date created: 11/16/2012
He’s waiting for your responce impatiently from 5 days, especially that his account was blocked after 3 hours of playing!
Pls responce quickly (email adress is in ticket and account information) and solve his problem.

Thank you in advance for your help.

Hey Gaile,
I posted this in a different sticky 8 days ago, but that thread seems to have disappeared and this seems to be the next best place to ask.

I was hacked on September 17th. At first I was on the ball and keeping up with all the information regarding the roll-back system. Back then I was optimistic and figured I’d wait it out against all odds and stop playing so that I can roll back. Well, over two months later and I’ll admit I stopped checking these forums awhile ago, so I’d like an update.

I’ll assume the roll-back system is still not working. If I’m wrong please let me know. However, is there any information on whether or not old incidents will be able to roll-back? I’m just anxious to know if I stopped playing the game I anticipated like a kid waiting for Christmas for several years for a good reason.

Also, in case it matters, I’ve logged on a few times since I got hacked just to check on things, (and to make sure I didn’t get hacked again.)

Thank you for your time.

The ticket I filed in September: [Incident: 120917-005761]

Hi,
It’s been 6 days since I last heard a response regarding my open ticket and was wondering If I can get an update please.

121115-003771

Many thanks.

By karrak.3597

Why we can´t talk, why support don´t talk with players, why im in that situation after 2 months playing the game. How a fraudulent payment can be allowed to play for 2 months… all my progress, all my achievement, all my map explorer, all my 2 400 craft and others, all the events I have lost! I don´t accept that. I payed for the game and if there’s any problem, its not with me, its with NCSOft and paypal. So… I have another question… I Willl ask refund to paypal, so can I buy another key and use that to unlock my account? I don´t go give up. I have not used a fraudulent payment… Its not justice… Its abuse!
And another question. If I prove my payment… what you guys will do?

Im asking paypal again to send the confirmation of payment to you guys and I spec my account be unlock soon as possible. Thank you Gaile but I don´t give up. I don´t go let 2 months of progress behind.

Im editing this post couz mod deleted that and say I was rude…

Seeking your help to look at my ticket :121111-001799
It really is a misunderstanding.

Thanks a lot and looking forward to your reply. Have a nice day.

Hello Gaile,

My guildmate asked me to follow up on his case. Its been 6 days since he last heard from you.

121115-002154

Thanks!

( ticket no 121118-002383, the first one :121116-002285)
hi ,
It’s me again. Sorry for posting a same reply here and in aother post.
But I am losing my patient becaue of your ingoring.

On 10/11/2012, I bought a Guild War 2 Accont from the Official Site formy friend by my Credi card.
Unluckily, my friend’s account was suspended from 16/11/2012 until now without any reason.( ticket no 121118-002383, the first one :121116-002285)

Today is the 4th day having no responses from the payment review team.
He could not log in for 6 days, because of the payment issue.
IT IS NOT REASONABLE!!!!!!!!!!!!!!!!!!
6 DAYS HAD GONE !!!!!!!!!!!!!!!!!!!!!

However, I sure I paid for it, because I have got confirmation from my card center on 18/11.
The card center have confirmed they have paid the money to charge.ncsoft.com on 11/11/2012.
Besides, the card had paid another account from a retail site some months ago. But, it is still working fine.

SO ~~~~
IT IS NOT MY MISTAKE !!!!!!!!!!!!!!!!!!
Please ASK NCSOFT TO PAY FOR YOU AND THE INTEREST !!!!!!!!!!!!
My suspend is YOUR MISTAKE,
and I have to be punblished by YOUR MISTAKE ??
I cannot stand you guys keep ingoring me.

Please check my ticket.
ANGRY Keith Yuen

Hi Gaile it has been 12 days since I have been unable to get into game. I have sent tickets but the last reply to my ticket was 6 days ago. I know that it is Thanksgiving( Happy Thanksgiving by the way) and the staff will wont be able to respond within these few days but it would be nice to get a reply as soon as you can.

My current issue is that I re bought the game and applied the Serial to my old account but the account still can not get into the game.“Account has been suspended because of an account issue”.
Thanks again

121114-000212

I’d like to check the status of a friend’s ticket: 121109-001736

It’ll be 2 weeks tomorrow and he wants to know the status regarding his ticket. Unfortunately he can’t post it himself because it seems that his account’s key was removed. Thanks in advance.

Ticket 121116-000437 – Alexgodash.8546
My husband had a problem with his account, something about fraud, now he bought a new key in the official site (https://buy.guildwars2.com/en/), he tries to activate, but his account still banned, (despite have been charged in his credit card bill). He just wants to activate this new key and play again, more than 8 days without playing.
The Ticket is: 121116-000437 and was updated with all the data needed to solve this problem. Still waiting…

Hello,
I am honest players do not use the third equation,
I have 5 can prove that I did not use the third equation
1, the map has been completed 100%
2, I love beautiful players so he has towns cultural installed, who dye use many
3, I often team up to fight with the union WVW
4th, I hate the third equation, I often help people report use third equation
5, I usually probably only on the line for 3 to 4 hours, using the third equation and not only on the line for 3 to 4 hours

Finally, your door can look at it and gave me an innocent okay

For Gaile.

All done. Ticket close. Include that on the list Gaile 121109-002852

“Since this was a mistake on our part for disabling the code, I’ve gone ahead and refunded you for the purchase done through Paypal. You should see those funds back on your account in a few days. The newest purchase for a Guild Wars 2 Serial Code that you just applied to your account will be your new code. As soon as this refund goes through, it appears your issue should be resolved.”

Please let us know if you have any questions.

Regards,
Matt S.
NCsoft Payment Review

I´m not a fraudulent player, I´m a good guy and a good player. I´m posting this to all ppl who have a real problem and are honest. If you guys don´t make any thing to be banned, don´t worry. The support are little slow but they resolve that. I have waited for 12 days, so be patiently… Was more than 18 updates made by me on support, 4 hours on paypal support, more than 20 emails to paypal, blocked on forum, account suspended, more than 10 posts asking for help made by me and my friends and don´t give up. They are a serious company and, if I said anything offensive or rude on my other posts, sorry.

PS: I have posted here too couz I think more easy to Gaile see the post. If, after see the post, u wanna delete that, it ok!

Thank you Gaile. Good job. You guys give me back my game and my money.

Hi Gaile Gray

9 days has not replied to my support ticket

my ticket 121110-000763

thanks.

Ticket #: 121116-000813
Date Started: 11/15/2012

Hi Gaile,

My account was blocked/suspended a while back, so I sent in a ticket to the support team. Someone named Norris said he escalated my ticket to the Payment Review team, but I have not heard anything yet. I would appreciate it if this issue is resolved soon.

Hi There,

My friends account was banned a few days ago ticket 121118-003213 could he please have an update to the ticket please! He is still waiting for a resolution and would like an update on the ticket.

Thanks!

I purchased 3 accounts and was banned for this. after few days i got back my money to the credit card.
today i purchased another code and applied it on my account.
now my account still banned. support apdate my new ticket as duplicate and i guess ignores old because ArenaNet returned the money to me.
what should I do now?

Hi,
One week ago my friend’s account PersecutoreK.7231 was suspended withpout any reason. He sumbitted a ticket one week ago and still waiting for response. Please help him. Ticket number: 121117-003370

exsellens.8235

Good day.
Alas, I feel i need to write you here.
There’s nothing more awfully than ignoring a problems of the consumers.
And it only introduction.
Couple of days ago I buy 3 game keys, two of them I presented to my friends.
After 3 day’s of playing our accounts were blocked, after writing in technical support we receive the answer that the payment department should contact as, there is a problem, we don’t received the answers from it to present day. Whether without having received the answer in two days I checked the payments in my credit company, the bank clearly answered from my side of operation it’s all right, but the recipient (you guild wars 2) didn’t accept my payment (my money is bad for you?) I already sent you two letters and you didn’t contact me!
It’s a worst support ever what i seen!
You don’t have enough working hands?
I can help you whit it with my pleasure!
I’m sure good service means high quality service, and the client goes there, where he got respective services!

5 day of waiting

Ticket number: 121120-002237 and 121123-001123

Account Terminated [Incident: 121115-001408]

Hi Gaile,

Good day.

I am writing this post (again) on behalf of my friend whose account was terminated for allegedly tampering with the game.

I have requested for a review on this incident almost a week ago back in page 51 of this thread. A few days later you have updated the status of the ticket to the following:

Update — Friday through Monday, 15 – 19 November
121115-001408 Under review; I added notes to the ticket

Yesterday I was notified that the ticket was closed with no resolution nor an answer/reply/notification of any sort.

Please act on this!

He is a casual player who barely plays that much yet every single day of waiting makes it seem like a lost cause.

Is this is the kind of treatment your players/customers should receive?

i’m posting this for my friend who got his account suspended and we do not know what happened. we already put up a ticket, please fix this.
the account name is:
yotsuba pat.4619

reference number: #121124-000543

Hi Support Team,
This is the email my girlfriend sent to you and she hasn’t received your reply it :| i really hate this service !!!! Her incident is: 121119-001647
My email is honeybjshube@yahoo.com and my Guild Wars 2 display name is: honeybjshube.4937. My acount name is Honebjshube.
My accout is suspended and i have been waiting for your reply. This incident is quite unreasonable for me. In case you are in the process of helping me solve it, could you please tell me the reason you suspended my account because I think I did not do anything wrong. It has been 4 days since the suspension. Please be more specific about how long I have to wait and for what reason.

Thanks for paying attention,

Hello,
I’m posting a message a friend of me wants me to post, because he can’t do it himself, because his account has been suspended for an unknown reason. :

“Hello Gaile Gray,
I’m waiting for 3,5 days for a respons. Why don’t I get an e-mail or something WHY my account has been suspended.

Ticket created: 11/21/2012
ID: 121121-000735"

Thanks in advance for the reply

Hi Gaile I hope you can have a look at my ticket (121121-000642). I played for a few days, and had a ball! but then tried to log in and Account blocked error message. I’m not sure why. I submitted the above ticket and was contacted by customer support staff (marvin) who told me the problem would be looked at by the Payment review staff but I haven’t heard anything back yet. I’d really really like to get back into the game, like I said I was having a great time! =) please let me know whats going on! Cheers and thanks in advance.

Hello,

Four days ago my friends account has been suspeded. He submitted a ticket and got only auto-response ’we’re working on your problem’. 4 days passed and no action has been taken.

Please, look into his ticket once more and fix the problem ASAP.

Incident: 121120-001710

Hi Gaile,

2 days pass again.
And it is me again.
I believe it is not too frequently to ask for your help.
As the ticket has opened since 16/11/2012.
Please let me know the progress of my ticket.
ticket no: 121118-002383

Last Week(11/11/2012), I bought a GW2 as a gift to my Friend.
However, his account got suspended since 16/11/2012.
I have search the net and found what is the matter.
Reading posts in some forums, I sure my suspending not because of botting, spamming or gold selling.
Then, I tried to check my payment. I phoned to my bank and asked for the details.
Finally, I got the answer of why my account had suspended.

It is because the payment does not done properly.
The credit card center claim that they have transferred the money to CHARGE.NCSOFT.COM. However, the company(you) did not receive the payment.

In those few days, I keep checking the official forum of GW2. I discover that seems some people got the same problem with me and both of us got suspended for some days or even weeks.

I have submit some tickets from 16/11/2012. A GM had renewed from 121116-002285 to 121118-002383 and escalated my ticket to your Payment Review Team on 18/11/2012. However, I have not got any responding from the team since 18/11/2012. Is there any news from my ticket and the others.

So I doubt the payment got errors.
Please give us some news. We hope to get more information than ignoring us.

Keith Yuen

Account suspended, entered a new key and account still suspended.
Tciket 121114-001375… 10 days older, and no feedback from AN until now.

121121-001210

I still haven’t even received acknowledgement of submission from ArenaNET support on this. This is a continuation from 121102-000090 which was closed by ArenaNET (I was unable to reopen the ticket). Understandably, the fraudulent code I purchased was not ArenaNET’s responsibility, but the nearly non-existent support has drawn entry into the game out to since October 17th. I’ve tried working within your parameters to get this amicably resolved, but as with most of the folks here I am really at the end of my patience. Understandably, you’re not acquiring monthly revenue from your playerbase after initial investment but there is a reasonable expectation of customer service to be delivered.

Unhappy customers are non-repeat customers. Had I known purchasing a new code directly from ArenaNET would delay play further I would definitely have moved on to another game. At this point, I will accept a live account or a refund.

Access Lost – Requesting more information [Incident: 121111-002402]
Incident created on 11-11-2012
still hasn’t been resolved yet.

I created a post seeking for help and it got deleted.

Hi, I am messaging on behalf of my friend who’s account has been hacked. His ticket (121121-002792) is now 3 days or older and so I am posting here. Any idea how long it will take to get his account back as it was?

My 2 friends have the same issue Terminated account. They both got generic reply and it’s been +8 days now.
121116-000556 and 121117-000053.

Hi there, I’m posting on behalf of my roommate with ticket number 121122-000273.

I gave him a trial key to try out the game during the Lost Shores event, he bought the game on Sunday direct from ArenaNet, and sometime between Tuesday and Wednesday his account was suspended on fraudulent grounds or something like that. He noticed there was a charge for the game on his bank statement that was pending, but apparently never went through and just disappeared after he found out his account was suspended.

He got a generic email saying it was bumped up in priority, but basically nothing else for these past four days.

He’s not trying to commit anything fraudulent; we’re sure it’s just a simple mistake. To the best of his knowledge he has the funds to purchase the game, so we’re not sure why there was a pending charge that just disappeared. He did not authorize any sort of charge-back; it disappeared on its own accord. We just want to play the game together.

Thanks for looking into this and I hope for a favorable resolution to the issue. He’s put a lot of time into the game already and it’s kind of a bummer to successfully convince him to buy the game, only to be met with a suspension the day after.

Please look into 121120-000633. It’s been five days now.

Incident :121119-001647.
I still haven’t recieved this reply and you guys make her new Incident : 121124-000721.
Please help, my girlfriend can’t play GW2 with me because of this and she just play once and then BOOM, her account is mystically locked, i read all the reasons that could lead to suspended account and i see that nothing with her. Please help, at least tell her the reason, you guys can’t treat customers like that !!!!

denimondo.4279:

Ticket 121116-000437 – Alexgodash.8546
My husband had a problem with his account, something about fraud, now he bought a new key in the official site (https://buy.guildwars2.com/en/), he tries to activate, but his account still banned, (despite have been charged in his credit card bill). He just wants to activate this new key and play again, more than 8 days without playing.
The Ticket is: 121116-000437 and was updated with all the data needed to solve this problem. Still waiting…

Did you get an email or ticket update from support saying the account had been “released”? Until you do, you can’t apply a new code to the account.

Took me around 5 days to get my account back after being wrongfully banned for botting.

There are previous posts in this thread that taught me to provide as much details as possible in the ticket (eg. account name, character name, last 4 digit of credit card, serial code etc.) , hence reducing the time taken for them to investigate your account. Do check back the older posts to learn more.

Hang in there guys.

Hi.

A friend of mine is locked out of his account and can’t even post here to let you know his ticket is growing older than 3 days. Several attempts to contact support were completely ignored (different questions were treated as duplicates).

On login the client says only: “… suspended for an account issue. please contact support for information”.
There was no info what’s the reason or how long this takes. The only hint was that it’s being escalated to payment. This was pre-purchsed through the webpage and paypal.

The account name: atomhamster.2578. Ticket: 121121-002141.

I’m posting this on behalf of someone on Facebook, see their post here and here.

His ticket number is 121121-000300, and he has been waiting five days to hear back about a suspension on his account.

I was asked by someone else with no access to the forum to post his ticket number on his behalf.

He says his account has been suspended, and it has been 3 days since his last response from support. His ticket number is: 121121-002365.

All my gold exchanges as follows: (a total of 3 deals)
1. With the friends “sfeee” to the same Association by 20 gold, last time gave him 10 gold.
2. the “perceptual” of friends with the same Association twice by a total of 20 gold, Not paid.
3.In the wild encounter a person said he was short of money, I gave him three 10 sloc bag, and 30 silver, completely out of kindness.
I do not know that to do so, which places the RMT?
(My friends Association screenshots, hope to re-check my ticket.)
My ticket is :121120-001290
I was wronged.You said a moment I was botting, they also say that I am the RMT, I think this is wrong, both of which I have not done it.

banned for no reason. because the answer from support is template letter and in this situation the meaning of this letter is absurd

last update was 21/11/12

121121-001724

toan.3764:

Access Lost – Requesting more information [Incident: 121111-002402]
Incident created on 11-11-2012
still hasn’t been resolved yet.

I created a post seeking for help and it got deleted.

now it is day 14 and still counting and my issue hasn’t been resolved.