Guild Wars 2

130425-000409

I’ve had many problems over the past week. Most of the following can be seen in this ticket and it’s updates but I’ll summarize it to make it all more understandable. I had my account access restored to me on the 25th, I played until early morning on the 26th. Later on the 26th my account was hacked again. I managed to get my account back, changed the login name/email and password and authenticated it too. I log in to find my character was deleted and I was switched to a European server apposed to an American one. This was Five days ago. I Updated my ticket many times and then I closed them due to my thinking that if no characters were on the account I could switch back to any server but I was wrong. I would still have to wait 4 more days and pay upwards of $20-$25 just to get back to any US server . I immediately reopened the ticket an explained it briefly and simply requesting an account restoration/Roll Back as I have not had one yet. I apologize if my multiple ticket updates created problems for support.

Anyways one of my tickets was closed as a duplicate and the update I had on it was placed in this ticket that was closed and it was reopened. This to me seems like someone did get a look at my troubles and I just would like to know now if there is any progress at all or what I should expect because I still have not received any response yet on this issue.

Again the only thing I request now is an account restoration/rollback to when I had my necromancer and or was still on an American server before I was hacked on the 26th. If there is anything I can do to speed up or help this process feel free to ask or call me.

#130501-001624 Account Hacked : Hello today when i tryed to login , my pass was wrong .Tryed several time still nothing, then i changed my pass using serial number etc , logged in and ……all my chararcter was naked.Now i sended 2 ticket , but i get this answer :
Thank you for contacting Guild Wars 2 Support! You’re receiving this automated message based on information provided in your original submission indicating that the information below may resolve the issue.

Reset Password & E-mail Authentication
If you were previously experiencing an issue resetting your password or authenticating your email address, please follow the directions below.
Since this is the first time that happens to me i dunno what should i do wait orr…srs confused.Hope i get an answer soon.

:Thx fr the quick reply u rock guys cheers.

130428-002247
It’s been 96 hours now that i have requested a world transfer to Venuzah Quarter. I am still unable to gain access to my account as it says it is still processing the transfer. I need someone to help me with this problem PLEASE, people get banned for a shorter duration than that and I haven’t done anything wrong.

I have the same problem. I can access the forums and change my password. My account has not been hacked I just cannot login using the client since the patch. I’ve been unable to get in the game for 2 days. Took me hours to finally find the support ticket form, (you people hide it deeper and deeper every time I look for it.) I really don’t want to wait another 2-3 days before support finally reactives my account, because that has to be the problem, the account has been disabled for some unknown and unjustified reason. I bought this game and I want to play it!!!
And what the hell does error code: 11:1001:2:1524 mean?
Why even display it if there is no explanation what it is?

I have a created a ticket (130428-001597) from 6 days and the last replay was from 5 days ago plz help me. =(

(Writing as adekoya, not Red Eye.2493)
[Incident: 130421-002737]

I’m writing on this forum about my incident (Incident: 130421-002737).

Apparently to sum things up my account had been terminated for " associated with the compromise of another account……your account received stolen items from the compromised account"

I started by trying to explain to the support staff about what had happened, how I didn’t steal any items and the owner of the account (that i apparently hacked) and how i would gladly show them that the owner allowed me to log onto his account and take the items (he gave me his password and said i could take all of his things as he doesn’t play anymore and i helped him so much in Warcraft).
As well as that i asked the support staff the exact rule that i had broken in the code of conduct, as i couldn’t find it, along with the punishment with reference (what number rule i broke).

The support staff simply replied " The decision to terminate the account is final. This decision has been thoroughly reviewed by our team, and we maintain absolute confidence in our conclusion." So basically not giving me a say in what happened or letting me explain the mistake.

All i would ask is for these simple questions to be answered and for this case to be reviewed in the same way you would expect your own ticket to be responded to (unbiased).

Possibly by another member of staff to review the ticket, rather than just discarding it and assuming that your staff are 100% correct and im 100% in the wrong.

thanks for your time.

a few days i got hacked and banned.
I have created a ticket(130427-000805),but the game master told me that: this account has been permanently closed because it was involved in RMT and The decision to terminate the account is final,At this time I must also inform you that any further inquiries regarding this account may be closed without a response.
I did not was involved in RMT!! i am innocent!!!my account was hacked, so not by me!
My account has been locked, I can not create a Topic and game master told me that any further inquiries regarding my account may be closed without a response….
So I borrowed my brother’s account created this Topic
I am helpless,frustrated.
how can i unlock my account?

I NEED HELP!! PLZ

I send a support ticket last April 28 2013 that my yahoomail was hacked i cant access it. And that yahoomail is my guildwars2 log in info. Although i can still log in at guild wars2 website and client luncher but still im worry about my yahoomail i cant access it, im doing all password recovery in that yahoomail but someone change the info inside because its uncorrect security question. I cant recieve emails from Arenanet. So i want to change my Guild wars2 email. Its been 8 days now i dont recieve email from Arenanet from my email i give in my support ticket to send the reply to me.

Pls look at my ticket number is 130428-001424

Ticket number: 130503-000810

I am sure you have seen my very length post on this very forum. We have now hit the three day mark and would like some one to look into this asap. Last we heard from the CS team was at 6:22am Japanese standard time today (we responded at around 9:30 this morning) and it is now 7:22pm. We provided them the extra information requested but honestly each reply from the CS team is taking longer and longer to get here. Seeing as how our vacation playing time, our anniversary, as well as our ability to enjoy the LIMITED time content together has either been hindered or irrevocably blocked I would really appreciate this issue to be resolved.

Hello,
I hope u can Help Me because recently my Gmail acount was Totally Hacked:(
and the hacker got almost all my games logins and passwords ,thats why i need to change the email adress as soon as possible.
Please help me with this issue.

Please ignore my request for Ticket number: 130503-000810. Our issue has been successfully resolved this morning. Thank you for all your hard work.

Incident: 130419-001954
this is my incident no regarding email change please help me getting it done
Hello Sid,

Please be assured that we will investigate the account intrusion and get back to you as soon as possible. Due to the complicated nature of this issue, this process may take some time.

I would appreciate it if you could answer as many of the following questions as possible to help us with the investigation:

1. When was the last time you had access to Guild Wars 2?
2. What is your account’s current home world (server)?
3. What is your main character’s name, profession, and race?
4. If you are in a guild, what is your main guild’s name and tag?
5. What rank do you hold in your main guild?
6. How many characters do you have on your account?
7. On what date did you first notice that you no longer had access to your Guild Wars 2 account?
8. What Internet Service Provider do you use?
9. Can you provide any additional details about how the account may have been compromised?
10. Please provide/confirm your Guild Wars 2 Serial Code.

Here are some tips that will help you ensure your account is secure in the future:

1. Use a unique password for Guild Wars 2, one that you never use anywhere other than the game and our official website, http://www.guildwars2.com.
2. Change your game password AND your e-mail password to deter future attempts to access your account.
3. Use reputable security software to scan your computer for possible viruses, keyloggers, and trojan horse programs, as well as spyware and malware.
4. Never share your account or reveal your account name and password to anyone else, for any reason.
5. Be watchful for “look-alike” sites that try to pretend to be our site. Check the URL: If it is not http://www.guildwars2.com, the site is probably designed to steal account information.
6. Do not visit or patronize sites that sell Guild Wars 2 gold or that offer free in-game items or in-game bonuses. These sites are bogus, and are directly involved in many account thefts.

Regards,
GM Chew
The Guild Wars 2 Support Team

this is the reply sent me by Guild Wars 2 team.. and i replied it…
but i just deleted a character so ask me again

Hi.
Last week i sent a ticket cause i was having problem getting the rewards if linking gw1&gw2 account. The result of the ticket was that my guildwars1 account got terminated.

since then i been updating the ticket
130502-001992
with screenshots,photos and ids of my accounts and myself but havent got an answer.
My guildwars1 account is still terminated and i dont know why.

The ticket has been on ’WAITING" Status since 05/04/2013

130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner

Sorry i just read at forum now Im behind updated ..But sir as i write again my original post here :

I send a support ticket last April 28 2013 that my yahoomail was hacked i cant access it. And that yahoomail is my guildwars2 log in info. Although i can still log in at guild wars2 website and client luncher but still im worry about my yahoomail i cant access it, im doing all password recovery in that yahoomail but someone change the info inside because its uncorrect security question. I cant recieve emails from Arenanet. So i want to change my Guild wars2 email. Its been 8 days now i dont recieve email from Arenanet from my email i give in my support ticket to send the reply to me.

Pls look at my ticket number is 130428-001424

SO THE QUESTION SIR IS I DIDNT RECIEVE AN EMAIL FROM ARENANET TO VERIFY THAT IM THE OWNER because as i stated in my post my guildwars 2 yahoomail was hacked. So even if u send it to that email i cant access it..Although i can normally log in at website and play GW2 but i cant access my GW2 yahoomail. SO PLS SIR CHECK MY TICKET # AGAIN BECAUSE I PUT THERE INSIDE MY NEW EMAIL WHERE I WANT YOU TO SEND TO ME THE VERIFICATION IF IM THE ACCOUNT OWNER.

I always check my new email that i give in my ticket # where i want you send your reply to me but i didnt recieve anything. Thats why because you send to wrong or my hacked gw2 email.

https://en.support.guildwars2.com/app/account/questions/detail/i_id/10921025

One of our guild members was banned for botting – this is a person who talks with guild members regularly, and who I have personally played with in GW/GW2 for over 3+ years.

He was WITH another member at the time, talking and farming during the new Southsun content, and was banned for ‘Botting’ – which, he ABSOLUTELY was not doing.

He IS running the game on dialup, and I personally wonder if his connection speeds had something to do with his being mistaken as a bot.

Who would I contact, or what should be referenced to have someone personally look into this? This person is a LONGTIME GW player and a valuable member of our guild as well as a good friend. We are all VERY upset and sad that he was tagged as such, as, we all know otherwise.

I’d appreciate knowing the best way to follow up on this – as myself and many of our guildies are very upset and sad over this recent news. Please advise!

(I am the guild leader, and the entire guild was interested in knowing what WE can do to help fix this obvious misunderstanding.)

His ticket number is: #130516-001522

The person who was with him at the time of the incident would be happy to offer any information, as would ANY of his guild’s members.

" 130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner "

Pls recheck my ticket number again, I didnt recieve an email because i think you sent to my GW2 email that was hacked and i cant open it in yahoomail.

Pls resend the email back again to my new email i put in my ticket # inside. For me able to reply from Arenanet about some question if Im the account owner. Thank you

Ticket # 130516-001652. Hey I’m posting this in what I guess is the “Sticky thread” in hopes of finally resolving this misunderstanding. I cannot attain any more information due to the permanent ban on my account. I’d sure like to be reinstated soon and get my bear rank. Thanks, Preston.

ticket # 130428-001424

Thank you so much my problem is resolve im so happy

Dear Gaile,

I’m reaching out here because a short time ago, I received a message saying “Thank you for contacting the Guild Wars 2 Support Team. At this time, we are unable to fulfill your request, but we encourage you to contact us in the future we can help you with other issues or concerns.”

I’ve always had a positive experience with Anet customer support (since GW1), and was hoping you could help look into this, as I’m unsure of what this response means. First, I would like to clarify that my issue is strictly related to gameplay/story (will avoid spoilers). Essentially, I noticed a possible bug in the game, where one of my choices in a quest did not result in the outcome expected.

I have requested a fix, but if not possible, I would like a rollback to before I started the quest (on Monday night, May 20th, 2013), as I have not played since I discovered this yesterday (was very disappointed when I saw the wrong outcome). I’m also willing to refrain from playing that quest until this is confirmed resolved. Also wanted to note that a rollback:
- Would not benefit me unfairly in anyway (if anything it would hurt me, by losing the items I’ve earned on Tuesday and Wednesday)
- Would not allow me to play an alternative storyline

I have full details on the issue in my ticket, and am hoping that this can be looked into, rather than me receiving a generic response, which suggests the issue wasn’t looked into. I understand this is only a story issue, but it’s been rather frustrating to me that something like this could happen. I’m a nerd and a hardcore GW fan, so I do care about the lore. I’ve spent several hundred hours on this character to get him to Level 80, and would prefer not to restart over this.

Ticket: 130522-001292

Thank you Gaile for taking the time to review this and for your continued support. I am hopeful that this can be resolved.

Thank you Gaile for looking into this, and I appreciate your response!

130521-002359

This was submitted on 05/21/2013 and I am still waiting on a response.

130525-001194

Could you please check out mine? I can only play on weekends because of school on weekdays. I cannot wait another week because I have camp on the next weekend. Could you please check out my ticket?

- Thanks

Woops? This is for 3 days? Gahh…

Everything is good now Ignore below!

[Removed, as per Kane’s request]

Incident: 130524-000855
To note: I know this is sent through to another department. The incident was on this section of the forum. I had an infraction (when helping someone with an account problem) wich was in my opinion done in error. I have asked for more information bout it through the emailadres forum: forums@arena.net over a week ago. never got a reply. I have filed this support ticket, CS transferred it to them very speedy, but again no answer.

Why have a rule ‘You may contact staff directly at forums@arena.net if you wish to discuss a staff member’s decision.’ if you dont reply to a question??

I know its a bit_ cheesy to mis-use the supportticket system for this, but cause I was helping someone with a support ticket and it is the same company I’m dealing with I think I’m entitled to. All I want is a reaction.

-edit: Just got an email from the forum team. the infraction has been removed. It’s a reply to my original email 11 days ago. I’m not sure of this post helped but I do hope that the forum team reacts quicker in the future. Maybe let them work through the support system as well instead of an official e-mail adress wich can get flooded with spam?? Anyways problem solved -

130518-002179 created 05/18/2013
you did the job half way
will i get a reply back at least?

130525-000430 need to change email

Hi Gaile,

My ticket number 130524-000391 was submitted on 24 May 201. So far no reply from Anet just yet. Thank you in advance.

Hello,

I have submitted a support ticket and I got a response. I followed the instructions to reply to this for more information on 5/22/13. I have updated this twice since then and I am still waiting on a response.

Reference # 130521-002359

Thank you!

Ref :130520-000610

Hi,

Feeling uncomfortable I was trying to login just to check if my account is okay after receiving that 2 email from Anet asking me to verify my account legitimacy. I was worried that my account is stolen.

When I was trying to logon , it say My account had been terminated for tempering and modifying the game . I’m not sure how did I modify . I had stop for a month or so.

In the pass weeks when I was still plying I spend my time farming cof , wvw and spvp. In average we spend about 1-5 hours farming cof depending on my net conditions .

Most of the time I have Skype and team speak on.

Can you please help to check on this account. I’m sad , angry and feeling so helpless .

ice.8970:

Ref :130520-000610

Hi,

Feeling uncomfortable I was trying to login just to check if my account is okay after receiving that 2 email from Anet asking me to verify my account legitimacy. I was worried that my account is stolen.

When I was trying to logon , it say My account had been terminated for tempering and modifying the game . I’m not sure how did I modify . I had stop for a month or so.

In the pass weeks when I was still plying I spend my time farming cof , wvw and spvp. In average we spend about 1-5 hours farming cof depending on my net conditions .

Most of the time I have Skype and team speak on.

Can you please help to check on this account. I’m sad , angry and feeling so helpless .

This is the wrong section to ask this unless you have a ticket bout this that is older then 3 days old. This mail is NOT from Arenanet (GW2) but from bad people trying to gain access to your account.

If you clicked those links and followed the instructions you should change your password as soon as possible. Please read this for more info:

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1

mercury ranique.2170:

ice.8970:

Ref :130520-000610

Hi,

Feeling uncomfortable I was trying to login just to check if my account is okay after receiving that 2 email from Anet asking me to verify my account legitimacy. I was worried that my account is stolen.

When I was trying to logon , it say My account had been terminated for tempering and modifying the game . I’m not sure how did I modify . I had stop for a month or so.

In the pass weeks when I was still plying I spend my time farming cof , wvw and spvp. In average we spend about 1-5 hours farming cof depending on my net conditions .

Most of the time I have Skype and team speak on.

Can you please help to check on this account. I’m sad , angry and feeling so helpless .

This is the wrong section to ask this unless you have a ticket bout this that is older then 3 days old. This mail is NOT from Arenanet (GW2) but from bad people trying to gain access to your account.

If you clicked those links and followed the instructions you should change your password as soon as possible. Please read this for more info:

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1

Where should i post? since I had open a case for about a week now ?

Could please look into my ticket?

After i getting managed to get my hacked account back, it seems its terminated due to 3rd program use :S

Incident:130527-001725

I cant remember my ticket numberr =/
but I managed to get hacked an loose everything!
It’s been 3days now and im getting worried I’ll never see my mystic clovers again

130531-001982

I am posting in this thread on behalf of my friend (Neoz Kaho.2618) whose access is yet to be restored. He has already posted a support ticket and got the following answer on 06/01/2013 04:03 AM

The issue you’re reporting will require a bit of additional investigation.

I am escalating your ticket for further assistance. Someone will be in contact with you as soon as the issue has been fully reviewed.

Thank you for your patience,

It has been several days and there has been no progress since then, my friend is very worried and has given as much information and has submitted proof of ownership already. Since this thread is for 3 days old ticket that are yet to be resolved, could you please review this ticket for him?

Would like to get some response pls. Still waiting for that :S

130527-001725

4 days and now a extra 5

130521-001425

I am still waiting for an explanation regarding this matter.

Hi, Posting this on my brother’s behalf. He was banned from 6/6/12 for ‘tampering with the game and I think that isn’t fair to him as he didn’t use any 3rd party program and has played gw2 since head start only missing 7 or 8 dailies unlike me. So it would really do him great justice that he gets a reply for his ticket.

Ref Number : 130606-000668

Thank you for reading.

Ticket Review Request 130606-001163
hi i’m posting on behalf of my friend if you could kindly check on it, it would be very much appreciated
thanks in advance

130607-000774

Posted for someone on the Facebook page who can’t log in.
I don’t know this person or anything about the issue.

I am writing this on behalf of a friend of mine who was recently banned due to a violation of the end user agreement. His case number is: 130605 – 001824.
The purpose of my post is to ask that the case be reviewed further as I believe as does he that the ban was in error. I have known this person for some time and do not believe he would be involved in anything that would get him permanently banned. I also am writing because my friend did spend a good amount of time investing in his characters and now they have been stripped from him. Please review the case number as stated above further so this issue can be resolved and my friend can return to the game soon.
Thank you very much.
M

Posting on behalf of a friend whose account was terminated. He’s had a ticket up for 96 hours thus far, and is in need of a reply to his ticket.

130607-002027 is his ticket number.

post for my friend, he play very few in pve, basic only with me like 1 hours a day? almost time he spend on w vs w, but still few, she bought game since the beta start, with a low spec PC, so not login so often. please help her out. ticket is 3 days
#130609-001051