Guild Wars 2

Gaile Gray.6028:

121130-000171 This is not an account or support issue; forum questions will be handled by the appropriate team.

Then why did you guys send my email to the support system in the first place? How do I get a response??

Your message to me said to said an email to forums@areana.net, which I did. That email was then forwarded to the NCSOFT support system which opened a ticket for me after I registered.

My ticket is still open, still no response and it has been 7 days. Aion had amazing response time, what is with this game?

Posting on behalf of someone on Facebook that does not have access to the forum. Ticket number is 121203-001887. User claims ticket got escalated to payment review, but has received no response in the past 3 days.

Gaile Gray.6028:

Apparently this person had failed to pass anti-fraud measures. This could be for a lot of reasons, but fraud prevention is a very critical part of doing business, and we will decline purchases that appear questionable. Your friend should discuss the issue with Support to learn if the account can be released to him to add a code. Sometimes, the only code that will be acceptable is a retail (box) code, so if that is an option, he should ask about that possibility when discussing with Support.

Thank you very much for the responses and for getting support to contact him about this issue. Unfortunately, his account was indeed flagged for a fraudulent purchase and will not be reopened despite the fact that he went out and bought a retail box version of the game as was recommended as a possibility for getting his account back. In addition, his card is now flagged and banned from the system. How having bought from the official online shop in the first place with his own credit card and being charged twice for the game is fraudulent on his part, I have no idea. I will be recommending to friends to buy retail instead of from the official online shop if at all. I appreciate the attempts at helping though, thank you.

Posting again about ticket 121122-000273.

It’s been past two weeks and not a single response. We already know what the response will probably be, but an actual response and a reasonable conclusion will be much appreciated!

Tenshy.5983:

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.

my friend bought the game for me and i use it to my account.But after that his bank account had some problems so he got his money back.So my account was suspended.
2days ago, i bought a serial code by myself and use it on my old account. i received
an email and it said "Congratulations on successfully completing the registration process for Guild Wars 2! "
but my account is still suspended. T.T
i did support and didn’t get respond.
I appreciate the attempts at helping though, thank you.

Hi this is for my friend ticket 121129-000444 , he get suspended for botting , and submit a ticket already wait for about 3 days , I believe he is not using any illegal third-party program . its a wrongfully suspended.
but his account login massage change from botting to accessed by an unauthorized individual, Still no respond .
thx

Ticket for myself, Organic.1240 (This is my wifes account). Ticket reference number 121203-002022. I’ve updated it to the best of my knowledge with everything so please have a look at it. It was placed on the third of december.
Thank You

Gaile Gray.6028:

121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.

Please reading what I am typing to you. I emailed forums@arena.net, they are the ones that pushed it to the support system, not me.

I repeat I did not open a ticket, they did after I emailed them. Please advise who I should be contacting as contacting forums@arena.net got me where I am now.

It has been 9 days since my friend submitted a ticket to support and 4 days since I posted on this thread asking for an update and all we have gotten back is a “Under Review” message, with no further information given. To top that off we have submitted multiple questions to support over the course of last week and we have not received a single response yet. What is support doing!? I understand that you guys might be busy and all but this is really appalling customer support on your end ArenaNet. My friend has only managed to play his account for 2 days since purchase and has already been suspended with no warning or reason given for well over a week. As you can imagine he is seriously irritated and considering filing for a refund. I actually feeling bad for recommending this game to him now. I hope you guys will actually do something about his account soon instead of suspending him indefinitely.

Here are his details again
Reference Number: 121128-001054
Account name: crazy.4358
No reply from support since 28/11/2012

Hi Gaile!

Regarding ticket # 121130-000261 (previously reported here by my husband)… I got a response saying the serial was a fraudulent purchase and that I should contact my seller for a refund. I bought a new one (boxed) and applied the serial my account successfully yet I am still suspended with error code 45:6:3:2114. I guess they forgot to lift my suspension as this should automatically let me login (my friend had this issue before and as soon as he applied the new serial, he was able to login).

Hope I get a response soon via the ticket and most importantly, get my issue resolved.

Thanks!

Hi. My friend’s GW2 account has been suspended since 11/27.
He hasn’t had a response from his ticket for a few days. I hope he can get his account unlock soon.

Ticket Number: 121128-000227

I was running around in the game with my friend who had just purchased an account and all of a sudden his account got suspended. That was on 28 Nov.

It still remains unresolved and suspended so I’m posting this on his behalf since he can’t login. Please expedite, thanks.

Ticket Number: 121128-001490

Posting for another person that also cant access the forums, do you see the problem here ANET? Let them use the forums for 2 weeks after ban or something..

QUOTE;

Hello,

I just got to the topic where the guy is talking about GW2 ban, and there is a point where you posted his problem on GW2 forum.

Can you do the same for me please ?
I cannot access the forums, and I am already waiting for more that 72 hours.
Can you please, put my Incident number on the “Tickets to review (3 days and older)” ?

Ban ?! [ Incident 121204 – 000127 ] Created 12/03/2012

Would mean a lot to me

QUOTE;

Hope he gets help.

After numerous tickets I finally find this thread. Anyways here is the problem I encountered.

I purchase a heavy Dredge Breastplate of the AForge for my Warrior from the Sorrow’s Embrace dungeon merchant for 330 tokens of the moletariate. Shortly after purchasing the breastplate I equipped it and drooled because it looks so awesome. I disconnected shortly after, which is fine it happens, but when I came back online my BP was gone and my chest slot was naked. I searched my entire bags, moused over every item, checked my bank, even checked my alts just in case. No breastplate. On top of that, my tokens were gone as well.

So now I am sitting here missing 330 tokens of the moletariate AND no breastplate to show for it. I really hope you don’t tell me you can’t do anything because this game is honestly holding my interest by a thread (WvW only stays fun for so long). I really hope you can help me out.

Dear Gaile Gray,
I have an obscure problem. I, the card holder, bought 4 GW2 Serial Codes, 1 for me and the other 3 for my friends. My Serial Code and that from Friend-1 were bought on 4/23/2012.
The Serial Code for Friend-2 was bought on 6/14/2012, and Friend-3 got his serial sometimes in October. Well here is the problem:
Friend-2 got his account suspended on 11/27/2012 and the money was refunded to my bank account on 11/30/2012. Neither I nor my Bank requested a refund, furthermore it seems, my Credit Card is now blocked and I can’t purchase gems or a new Serial Code on guildwars2.com.
Here is his GW2 info:
Username : Kappa.1245
Serial and order number : Order number: 26807456 ; Order date: 6/14/2012 ;
Guild Wars 2 Digital Deluxe Edition
Serial Code: 7[removed] (Pre ordered from GW2 site and store)
Character name: Yamir Khan
Ticket Number: [Incident: 121127-001774];

Please help me with this issue.

It has been 8 days since my friend submitted a ticket to support and she’s still waiting for ‘’conclusive answer’’

Following Problem : Guild Wars 2 has encoutered an error.Your Guild Wars 2 has been suspended for an account issue.Please contact support for information.

Ticket Number : Blocked/Suspended Account [Incident: 121129-002291]

First off: Kudos to Gaile! And to Matt S. Anyone with ticket issues gets the impression you do all of the “sane” support work. I got more and better responses by you than by anyone else in the team.

My case (121121-002141) is resolved and all seems well. In the end, my mailed serial turned out OK while the account one was bad. We (you, support and myself) will just ignore my question: Is an EU serial in a North American account an issue in the future…

I wanted to make suggestions from my experience:

• Check the serial you get from the user. The one I sent, wasn’t even used! This alone would have saved a week of work.
• Send a mail when you suspend. We get ads by mail, why nothing important? It’s bad timing when I find a suspension instead of logging in to play.
• With the suspension, please add a meaningful reason. “Account issue” is not telling anything. You claim to have a reason when you suspend someone, so why not tell?
• Suspensions that need one week of research to provide the reason are suspicious.
• Immediately ask for the info needed to resolve this (in said mail). Serial, payment used, etc.
• Keep access to the forum open until tickets closed. You do have moderators in case someone becomes “funny”.
• Let support members actually read ticket updates. I provided the background for mine while the original request was looked into but no one reacted to that. I also had a history with my serial (failed to apply it to my account).
• Make support more transparent: Let customers see when support read/worked on a ticket/update. Flag it like “read <date>” or so. This simple feedback makes us feel like someone is available.
• If there’s no reaction whatsoever to an update, people tend to think they get ignored and will send more tickets or give up. Neither helps.

Just had to get that off my chest.
I have to admit though: I wasn’t the best customer either, so my initial ticket wasn’t too nice. Sorry for that.
I wasn’t a happy customer for that week and fear the day something goes wrong again. I mean: Yes, it’s only $60 once but then again, it’s still money and a business, so support for potentially unfair suspensions could be better.

Cheers and all,
Atomhamster

PS: Edited-in the “sorry” part. It wouldn’t be fair without it.

The forums won’t let her log in to post so here I am again.

I bought 2 copies of this game for my daughter and her best friend on 12/1/12. On 12/4/12 they both posted tickets because their accounts had been suspended, (121205-000057 and 121205-000371) for suspicious activity. One ticket has been cleared (sort of) and one is still in limbo.

121205-000057—has been reviewed and the account released though when I went back to purchase through your site it stated it was an invalid card even though it let me purchase gems with the same card and same information on my account. We wrote back to find out why as I was unwilling to use a different card and have this happen again. We didn’t get an answer and it probably no longer matters as I decided to just buy retail copies and skip this aggravation on all sides.

121205-000371—we have heard nothing about as of yet, except for the canned response that it was being escalated. All that we need at this point is for the account to be released as I bought retail codes for them because of this situation.

Also can I respectfully suggest adding some way to speak to a human being about issues in the future. I can understand the need for you to research and check things, but being able to explain and scan/email documents or at least inform the people doing the checking that these two tickets were dealing with the same issue would have felt a lot more efficient.

It has been 9 days since my friend submitted a ticket to support and he is still waiting for an answer. He could not log into the forum also… so i paste on his behalf.

Following Problem : Guild Wars 2 has encoutered an error.Your Guild Wars 2 has been suspended for an account issue.Please contact support for information.

Ticket Number : Blocked/Suspended Account [Incident: 121129-001416]
Thank you for your time & he will be appreciate if you could resolve the issue asap.

Hello, I bought my account this Monday, December 3rd and my account was suspended the very next day, I haven’t received any information as to my account was suspended or when will it be available again.

I opened a ticket the same day my account got suspended and I haven’t got an answer yet.

I’m posting this from my friend’s account since I can’t access the forums from my own.

This is the reference number for the ticket: 121205-000117

Ticket number 121206-002191

CORRECTION:
My wife needs a refund ASAP. She has updated her ticket asking the same. Thank you!

Hello,

I’m writing this for my wife, she can’t login to the forum since her account is still locked.

The ticket was opened 3 days ago (the SAME day I purchased the game). And you guessed it, I haven’t been able to play – at all.

How can she be suspended when she hasn’t logged in yet?? You have my money, I expect a playable game TODAY. Very unhappy, and sad you have 58 pages of tickets older than 3 days.

Thanks. (Maybe)

Thank you for helping me resolve ticket # 121129-001122

I’m very happy to have my account back.

If I may, I’d like to make a few observations about this whole process from the point of view of a loyal customer (as opposed to a customer who would have left this whole interaction with a very bad impression of ArenaNet).

I found it frustrating to not get any sort of notification regarding my suspension for an entire week. Taking a week to solve a problem is not a big deal, and is in fact understandable, but not having any idea if anyone is actually listening for an entire week is a bit much to ask of anyone. Perhaps you should consider notifying anyone who has their account suspended via email that:

1. their count has been suspended (I know, right?)
2. link to support to open a ticket
3. a reason for the suspension – it’s quite probable that explanations can be made, if necessary, and save a lot of time

Even automated email is better than absolute silence.

I also found it absolutely annoying that I couldn’t access the community forums at all during the duration of my suspension, even though my account situation was under review. This, coupled with the fact that I wasn’t contacted at all for a week made me feel particularly isolated and frustrated, which are two feelings you probably don’t want too many legitimate customers to experience in relation to your product. Perhaps you could continue to allow access to the forums for a certain period while an account is under review?

Thanks again for the repeal. I hope you’ll take my comments into consideration in order to better serve customers going forward, you really do have a first rate, top-notch product and it would be a shame to have that undermined by the little details.

Gaile Gray.6028:

I have read what you wrote, and I do understand that you have a ticket in the system. But this is the Account Issues forum, and you’re not writing about an issue with an account. This thread is designed solely for following up on account issues. Please continue your discussion in your support tickets.

There is no discussion in my support ticket, they are not responding, which is why I posted here in the first place. While you may not be able to solve my problem, do you think you could take a second and find out who can?

Hi,
It has been 3 days since my friend submitted a ticket to support (and she can’t log into the forum).
Following Problem : “Guild Wars 2 has encountered an error.Your Guild Wars 2 has been suspended for an account issue.Please contact support for information. Error code: 45:6:3:2114”
Ticket Number : 121202-002098.

It’s been a month since I created my ticket and posted it here. The status on my support account is still “duplicate” and I can’t update it either. The number is 121114-001555. I’m not rushing you, take as much time as you need, but I haven’t heard anything from this thread since the 20th of November and I’m getting worried that my account is in serious trouble or if it can get reinstated at all. It’s weird because my account was falsely banned for botting yet I can still log on to the forums and post.

It’ three days , please check it for me
My ticket number is : 121207-002331

When I try to log on to my account an error message pops up, it says “your account has been terminated for engaging in or assisting with gold or item sales for real-world money”. I checked my email and their was a IP verification email from Beijing, and i sent an email to support telling them my problem on November 12 and I got an email from GM Wolf telling me that he was escalating my ticket so I waited and never got an email after that. How can I get my account back
My ticket number is: 121113-000074

TICKET: 121206-001670

Hello sirs,
I am posting this for a friend of me that got his account disabled.
We are 99% sure that there is a problem with the cdkey.
Please release his account, we’ve already bought a new copy from official merchant to reopen it.

Thank you very much for your time

Posting for my friend since he no longer has forum access due to a ban:

Incident: 121128-000026
It has been two weeks since a response on this ticket. Repeated attempts to contact ArenaNet support have been unanswered. Please investigate and respond.

Thanks.

I am unable to purchase game for 2 friends.

Just keep telling me to contact support team.

Been more than 3 days already

Ticket 121206-000694.

Please Help!

To Gaile Gray and support team, just got my account back after 9 days thank you I specially would like to thank person who posted my ticked id from facebook to here. But to be fair and honest I would rate your support system 3/10 and that is being fair non biased rating from personal experience. you could change all of this and make this game prosper if you take my suggestion in count.

1) Please move this thread under support account in any of the tab. reason is simple that annoying authentication fraud detection system bans us we can post here even if we wait for like 12 days.

2) Gaile Gray please create a guild wars 2, facebook page for 3 day old ticket thread reason stated above and would make all our lives so much better.

3) I am sorry but please dont ignore the players we put in effort of updating on our ticket at least you could do same in give us reply and status update time to time, I understand your staff is busy but try to see from our point of view. When you simply stay silent we feel like no one cares for us, and we get frustrated.

4) Finally please get rid of that annoying auto baning system I.E fraud detection I am just ball parking this but I guessing 25% of your player base loss is because of that and slow response time.

blitzcreed.8045:

To Gaile Gray and support team, just got my account back after 9 days thank you I specially would like to thank person who posted my ticked id from facebook to here. But to be fair and honest I would rate your support system 3/10 and that is being fair non biased rating from personal experience. you could change all of this and make this game prosper if you take my suggestion in count.

1) Please move this thread under support account in any of the tab. reason is simple that annoying authentication fraud detection system bans us we can post here even if we wait for like 12 days.

2) Gaile Gray please create a guild wars 2, facebook page for 3 day old ticket thread reason stated above and would make all our lives so much better.

3) I am sorry but please dont ignore the players we put in effort of updating on our ticket at least you could do same in give us reply and status update time to time, I understand your staff is busy but try to see from our point of view. When you simply stay silent we feel like no one cares for us, and we get frustrated.

4) Finally please get rid of that annoying auto baning system I.E fraud detection I am just ball parking this but I guessing 25% of your player base loss is because of that and slow response time.

You are so right. It’s the same post I would like to write too.
Gaile, I know that you will but please transfer our opinion to your supervisor.
Thanks for your effort once again

Okay, so i bought the game to my friend with my visa credit card for his birthday (his username is Nepogoda.8531). He was able to play for a day or two then his acc got suspended. We did some research and we suspect it was because my card didnt pass security check or smth, but i still didnt get the refund. My bank accountman told me that my money went on Charge.NCSOFT.com and was marked as (reservation). We submited the ticket on his account about a 7-8 days ago. (since he cant logg on the forum im posting this). If nothing, please give us a clarification to why his account got suspended, as we are clueless, and we didnt get a refund. Farewell

Ticket number is 121204-002421.

Edit: Today i double checked and it seems that i did get a refund, so that is solved. We would still like to get a reason as to why was my friend’s acc disabled if possible. Have a nice day.

[Incident: 121129-001267]

Still not resolved, if someone have time to look at it…..

Dark Phoenix.9712:

It’ three days , please check it for me
My ticket number is : 121207-002331

My account has been suspend and i don’t understand why
After it’s actived my 8x char has disappeared :| and i can’t get back it
A few hour later i get a mail say that my game account mail was changed
i can’t understand what is going on
please check it for me
it’s 4 day past

I am Posting this on behalf of a friend

I (Swordthane.7192) have had my account banned since 11/24/2012. I
still do not know why my account has been banned. I would like to at
least know what the problem is so that I can work towards fixing it.

Reference:
121125-000517

Hello Gaile & Others.

About 3 days ago my account got released after being banned for a bit over a month for fraud. I’ve had at least 5 responses telling me there was nothing they could do about my ban. Most responses were copy paste ones or were only responding to half of the things I wrote, however in the end I did get a few employees from ArenaNet that were willing to help and once these employees showed up the issue was resolved in no time.

It’s a pity it took so long to find employees that were willing to support but I’m very glad my account got released in the end. The number behind my username is 8693 now instead of 8692 indicating that I have applied a new code to my account. ^w^

I want to thank Gaile for the early support and encouragement (I’m sorry I couldn’t update you on the matter the last few weeks because my forum account was no longer accessable.).I want to thank Roger for the first few replies in my ticket so I could hand over the approriate proof to proof that ArenaNet made a mistake. (though the given info was not really used throughout the process, perhaps only in the end). I also want to thank [GM] Tsumukikatu and Lindsay for solving my issue in the end after numerous replies from Matt S. saying that nothing could be done.

All in all I just want all people that have issues to stay patient and keep on trying and responding to the responses you get in your ticket. If you are truly innocent they will help you in the end. Don’t give up!

Good luck everyone, I hope you’ll all get the right support soon!

Love,
Airi

PS. I’m not trying to bash on Matt here even though I was extremely disappointed at the support I got until [GM] Tsumukikatu and Lindsay showed up. I still want to thank Matt for not ignoring my ticket and responding to it, even though the replies were copy-paste ones and had no intend of actually supporting, it did keep my ticket alive. So I thank him for that.

@Gaile. If any of the above is not desired to be shown feel free to filter the names etc.

[Incident: 121130-000541] is the ticket. I went on vacation to tampa bay, florida from my home in chicago, logged in once at the beginning of the trip. I was gone for 5 days, when I returned home and attempted to log in my account was suspended. This was over two weeks ago. I have filed one ticket (was told not to file multiple) and followed up on it multiple times, my last recieved response from an a-net employee was almost two weeks ago. I have been very patient, but I still have not been told why my account was suspended, how long the suspension will last, nothing, and I have provided my original purchase date and order number, the original serial key, everything. Just a little frustrated, I want to play GW2, please help. My support account and forum account have both been suspended since my account suspension, also with no information. I would really like to know what is going on.

Gaile Gray.6028:

hobbes.6178:

After numerous tickets I finally find this thread. Anyways here is the problem I encountered.

I purchase a heavy Dredge Breastplate of the AForge for my Warrior from the Sorrow’s Embrace dungeon merchant for 330 tokens of the moletariate. Shortly after purchasing the breastplate I equipped it and drooled because it looks so awesome. I disconnected shortly after, which is fine it happens, but when I came back online my BP was gone and my chest slot was naked. I searched my entire bags, moused over every item, checked my bank, even checked my alts just in case. No breastplate. On top of that, my tokens were gone as well.

So now I am sitting here missing 330 tokens of the moletariate AND no breastplate to show for it. I really hope you don’t tell me you can’t do anything because this game is honestly holding my interest by a thread (WvW only stays fun for so long). I really hope you can help me out.

While I would like to help you, this is not an account issue. It happened on your account, sure, but it’s not related to inability to access the game, a compromise incident, etc. I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.

Oh I tried that! Yep sure did! When I try to request a password it never sends me the email. Ugh this is so annoying…never had to jump through so many hoops for a simple answer to a simple question. Whatever happened to the good old days when you just typed your problem in game and a few hours later someone actually messages you about it…./sigh

I purchased the game for my daughter on Black Friday however I put the wrong e-mail address(by one letter) and forgot to write the code down. My daughter has since created the e-mail (thank goodness it wasn’t taken yet) and I am curious if anything can be done to resend the code to the same e-mail so that she and I can start running together through Tyria. Thank you in advance for your assistance.

It’s been 3 days since the last reply to my ticket. I don’t want to miss the wintersday events.

Here’s my ticket number: 121128-000546

MajorKane.9043:

Posting for my friend since he no longer has forum access due to a ban:

Incident: 121128-000026
It has been two weeks since a response on this ticket. Repeated attempts to contact ArenaNet support have been unanswered. Please investigate and respond.

Thanks.

Gaile and team,

Any update on ticket 121128-000026 (see above)?

Thanks.

I sent ticket # 121207-000975 originally on the 6th. My boyfriend sent ticket # 121207-001031 one hour later. He received a reply on the 8th and the issue was resolved on the 10th. I updated my ticket after receiving no reply on the 10th. Today I got a reply stating that my issue would not be resolved. If you review both tickets you will see that they are involving the exact same situation. I updated my ticket moments ago on the 12th stating that I found the response unacceptable because of this. I’d appreciate both tickets being reviewed so that the double standard can be noted and my issue can be resolved fairly. Thanks so much for your consideration in this matter.

Added later the same night: I did get a reply to my update, again refusing to resolve my issue. I replied again a moment ago with both ticket numbers asking that they be reviewed. I’m still lost as to why 2 almost identical tickets would be handled so differently. I’m not attempting to bash the customer service, I’d just like to be treated fairly and appreciate your continued efforts.