Guild Wars 2

Request for review on behalf of Incident #130609-000685. PLEASE and Thank You! <3

Is there really any customer support in opening tickets? Because in the occasions I have used it all I get back is there auto response of FAQ which have nothing to do with my actually question. And when I do get a email back it is just a copy and paste response.

The only time I have seen non generic ctrl + p responses are in the forums. Do I really have to bring my issues out to the public eye to get a response? The support tickets are so frustrating that I want to just give up on the issue.

The reason I am finally bringing this issue up is because my fiance’s account was falsely banned. And yes yes I know that a lot of people come here to claim there innocence and blah blah blah. But as we have been given no other avenue to contest this matter here I am!

His account was terminated when we were both trying to kill Jormag for ‘altering or tampering with the game’, we had to go through the frustrating support ticket which gave him dumb FAQ answers with no helpful information. And then we get an email with the same unhelpful FAQ’s, so he emailed back for more help. We then waited 3 days to hear a response, and when it came all it said was – you used one or more cheat programs. Nothing you can do about it. Really? that’s it!

We have played MMORPG together for a long time, we play these games for fun. And cheating is not fun, with both report gold sellers and botters when ever we see them. He knows he is innocent. I know he is innocent. But we are not even given the ‘evidence’ they have against him to try and figure out what it is, nor do we have or given any way to prove his innocence.

You have labeled us as cheaters, cast us in with the scum of gold sellers and botters and don’t even give us any way to clear our name. Tell us what this ‘data’ that you obtained is so we can DO SOMETHING! To just say Too bad! Deal with it!

We were two loyal customers who played through GW1 and played GW2 from release, and now we are frustrated, heartbroken and betrayed with the game we played together and put so many hours into.

I really do not if this post will get us anywhere, but I needed my frustrations to be heard and hope that this will at least help anyone else out there who is going through the same problems as us.

Though I don’t know if this will do anything as this ticket is closed his ticket was [Incident: 130609-000708]

Dear Gaile:

reference your post above – ticket #130609-000685 Resolved – is not resolved completely – two accounts were involved. Mine has been restored and for that you have my heartfelt thanks. However my wife is still unable to login with her account – seems no action was taken. Her account details were included in the ticket. Please help us out here so that marital bliss may be restored as well.

I am posting this on behalf of a friend of mine who was permanently banned recently due to a violation of the end user agreement. His case number is: 130605-001986

This post is to ask that the case be reviewed again because I believe he is falsely accused of botting. I know this person since gw1 to gw2 beta up to this date and I don’t think he will do something that will get him permanently banned. I also want to address that tickets he filed was immediatley closed without further investigation and evidence of him botting, it has been almost 8 days since his ban. I request to review the case further so this issue can be resolved and my friend can return to the game soon.

Thank you very much.

Hi, i’ve posted a ticket on the 10th,it’s been three days, the ticket number is 130610-001205
Thank you

I am posting on behalf of two friends who somehow got banned for botting (?) while doing a jumping puzzle. The incident number is #130609-000685.

I have played a lot of hours with these people and botting or any other form of exploit is the last thing they would ever do – please please review.

Thanks!

My original account got suspended, so I am using my friends account at the moment. I researched as to why I might have been suspended but I couldn’t find a reason why. All it says is “Your Guild Wars 2 Account has been suspended for an account issue. Please contact Support for information.” I am very sad about this as you can see I would like to see my issue looked into as the Dragon Bash is coming up and my friends and I are planning on attending the fireworks together. I have submitted 2 tickets and it has been more than 3 days (as I believe). I was first suspended on 10th of June. I also would like to note out that when I tried to create a support account, one under the same email as my Guild Wars 2 account it says that it already exists so I decided to try to log in on it and with the same password and everything and it says that my account password is either wrong or has been disable so I am not able to access my tickets I also tried to see if maybe the answer is in “My Stuff” tab but it was not accessible so I did some more research and couldn’t really find an answer. If it is a credit card issue then please update me.

The Tickets I submitted

#130611-000856

#130612-001349

Thank You

Follow up for my friend’s ticket #130612-001027.. Hoping for your swift response..

logging for review again issue 130609-000685 which is not resolved fully.
My account was restored but wife’s was not. Her details are included since our problems were identical.

Anyway, last night I was able to get on and play and when I check Contacts, my wife’s account showed up with a green Online light – I have a screengrab. We waited till the status changed and tried to log her in but the same “account terminated” message popped. Password appears to still be ok so doubt she has been hacked. So can anyone explain why she showed up as online last night? Thought maybe it was an admin in process of restoring account but no such luck – still terminated at this time. So please explain how this is possible.

Irissa, Thanks for the shout out – you rock. Kym sends love.

Thanks Gaile:

We did this – ticket is 130613-000713, if there is anything you can do to expedite it that would be great

Gaile Gray.6028:

Jocund Mavis.9741:

Thanks Gaile:

We did this – ticket is 130613-000713, if there is anything you can do to expedite it that would be great

Leo Paul.1659:

Follow up for my friend’s ticket #130612-001027.. Hoping for your swift response..

As the topic says, this thread is for issues that have not been resolved in 3 days. This thread — indeed this forum — is not intended for use to expedite an issue. The first ticket was submitted today (although I know you were following up on older tickets related to another account.) The second ticket is less than 24 hours ago.

Please give the team time to analyze these and offer whatever assistance they can.

If you still need help after three days, you may post again.

Aww don’t shoot the messenger! I was just asked for a favor, I didn’t really know about the details. I should’ve asked, sorry. It is reassuring to know that the tickets really are being attended to even though there must be tons of them.. THANKS!

Gaile:

Sorry not trying to jump Q or anything. We have been dealing with this now for so long, missing all the good new stuff, and it is kind of confusing and frustrating working with this e-mail system where you are all the time having to try and guess what might be going on and no real explanations are ever offered. You sound like you genuinely have a handle on this stuff though and get results. Our incident involved a group of players and of that group every body has been fixed except the one person for whom it matters the most. If it is my fault because I did not do things in the approved manner then all I can say is my intentions were to try to save a lot of duplication.

My apologies.

Hello,

I`m writing on behalf of friend of mine. He forgot pasword for his account and made ticket to recover it. Problem is he is missing his CD-key and so he wrote in the ticket description. Best part is he didn`t get any answer from support, except survey called “how was you problem solved and how would you rate the support you received?”. Really? I`m posting this, because he can`t even log in to forums to post such a topic.
Here goes ticket number: #130601-000136

Regards,
C.

Gaile Gray.6028:

UPDATE: 14 JUNE 2013
130601-000136 Need to verify ownership of account. I re-sent the response that the team sent to him on 31 May. He needs to answer the questions they asked and they will help him.

Hello,

Just spoke to him. Seems like he is not getting any e-mails from GW2 Support Team (there were none even in spam box), but he got 2 surveys: first on 3rd June and second on 4th June, both from noreply@ncsoft.com. Could it be caused by some strange filters on mail services? Is there any other way to contact and verify ownership?

Big thanks for quick answer

Best Regards,
C.

Thanks so much Gaile.

Wife all happy again, me getting some peace.

/genuflect

Hello,

Support ticket – 130601-001653 Originally June 1st updated by me couple times since with no response.

When I go to buy gems says to contact support to contact my identity. This has been a issue for many months.

Support tells me to delete and readd my card which I have tried plus added other cards on my account.

Why is this important? Sometimes a price on something I really want has dropped and I want to buy gems to convert to gold so I can get it.

Then it goes back up and makes me sad =(.
Anyway I understand things happen but if you could respond with a long term solution that would be great.

Thank you for making such a great game.

UPDATE: Today I am getting a different error after submitting my payment details. A drag cause I have to retype everything in.

Ticket Number: 130609-000492

I can’t login spare account because of no character. Can you please review this for me and get back to me by message please! Thank you! I will provide details if needed to recover this account. I forgotten the password. And tried to reset it but can’t because of no character created

Ticket Number: 130608-000006
I submitted this ticket on June 9th, 10 days ago.
I completely understand that taking care of an issue like mine (changing an account name) is absolutely not top priority, which is why I don’t mind waiting for it to get done, but I also don’t think that something so small should take that much time to do. Of course, I have no idea how busy you might be (and probably are) and how long this sort of procedure may take, so please take your time fulfilling my request.
Good luck, and thanks for your time!
~F

Request for review on #130618-000066

I’ve been trying to reset my password on my main account numerous times, since for some reason it doesn’t work anymore. I’ve verified ownership over and over for the reset, but never get a email with instructions for the reset. Nothing in the spam/junk box or inbox. Any help is most welcome

posting this on behalf of my brother who has been charged with violation of terms and conditions #ref 130620-001492 below is the copy of the message which he sent to support team and they are keen to send the same message without altering a word to the reply to his requests again and again. I hope to get some clear assistance here on his behalf, since he is banned from forums too.

“I would like to honestly request that I have never used any third-party programs, no macro programs, absolutely nothing.IS it possible that a hacker can change IP to get remote access? is it possible that a virus program can run in background which can get flagged by your detection? because i am completely at loss and honestly do not understand.

Please consider the fact – ’said’ account which is now almost 9 months old has never been associated with botting activity and has always tried to report abuses ( i personally remember i reported an abuse in Ascalonian Catacombs path-1 with an in-game snapshot of Howling king being hit by 4 million damage) and reporting botters and exploiters. I have always tried to do best for the community for which this game is so popular.

please dont say that “we will not accept an appeal in relation to this account termination.” If you believe that it was due to malicious software could you please say so that I can clean the computer from an expert? because i know i will get the game again no matter what is the outcome of this issue and no matter how much heart broken i am for All the time spent working on characters, leveling, getting gear, doing dailies, etc is all lost which sure is a punch in the stomach.

i am more worried because since you guys are so determined to terminate the account for which I have spent more than 1600 hours for a violation which I can’t even understand how it happened -what is the possibility that it will not happen again say in 2 months time when i get the new account.

Please i honestly appeal that I not have any third-party programs, no macro programs, absolutely nothing. Gaming is not a cheap alternative for a 3rd world country like India. But I supported Guildwars 2 however I could.

this was the review I gave to the gaming site from which I got the game

and this is the happy time I had when WvW culling was removed which i shared with whole reddit

Obviously He love this game too much to give it away so easily. Guildwars 2 community and staff both are known for its diligent and conservative determination and kindness. Please I really need someone to help me explain what went wrong and troubleshoot the root of this issue. Please help me understand the problem at hand please don’t show empty hands to an earnest appeal.

I would request the support team to please go through the matter once more as we both are at a loss to the current scenario. I would be much obliged if they consider the matter at hand and contact us with a proper support Liaison.We both have been playing this game since October and i have full trust in game support that they will attend to matter at hand with a better understanding of the issue. Since he is most likely to get the game again if you guys don’t understand the situation at-least help him explain what was the error or where and what caused the issue so that we can enjoy the game again and hope that this problem is not faced by him in say 2 months time no matter how heart broken he is with the outcome.

#ref 130620-001492

thanks,
shawn

Misspelled display name [Incident: 130615-000609]:

My request to correct misspelled display name has been denied.
I would like to draw your attention to the fact that those who misspelled their name, actually do not want to change it – they want to correct it.
Game is a type of social network, in which name is everything. The name is not simply a moniker, attached to the account, but something that people in virtual worlds and social networks want to be known by. That is why people spend time finding or inventing an appropriate unique name that suits them.
That is exactly why “bad” guys make offensive names – they want to be noted, they want to make a “statement”.
I use word “deity” (spelled correctly) in my guild name and names of few characters, that is why correct spelling of the display name is absolutely essential.
Granted, from maintenance prospective it is the same operation of updating the database, but unlike the computer performing an update, human being could see a difference between two requests: 1. correcting the spelling in single word to make it right while maintaining the same identity by the intended meaning and 2. change the name entirely, thus receiving new identity.
It is ironic that in the last message that I received from the support team my real name has been misspelled. It must be unintentional, I guess, otherwise, it would be cruel.

Can you please help?

Nameless deity, Guild leader of True deities [TRUE] (represented by Gwen I Am [TRUE] God Walking Among Mere Mortals)

Gaile Gray.6028:

I just sent him the email myself. Tell him to check Junk and Spam. Some email providers blocks our mails. Make sure his email is secure and still in his sole possession.

If he still doesn’t see it, have him email Support@GuildWars2.com and be SURE to mention the ticket number.

Hello,

The saga continues… So friend of mine wrote from his original e-mail address that he is not recieving any e-mails from your support. He did not even get e-mail from you. So in the e-mail he wrote to Support@GuildWars2.com he mentioned it and also he asked to write any further answers to his gmail account. Yet he did neither get any mail on his main mailbox, nor on gmail. I have asked him to write from gmail account about this very same ticket and he included everything, even ticket number and previous information. What did he got? Well… Support replied that gmail address is not associated with the ticket number he provided and they cannot help him in anyway.

So here is the question now: his main e-mail host is somehow blocking Support@GuildWars2.com address, he cannot write about this ticket from any other address, support is trying to reply him to the old address (as I said: new address was included in ticket answer) and what is he supposed to do now? :O

Best Regards,
C.

#130616-002286
I’ve been waiting for 5 days now, just for a response. I didn’t even get a confirmation email or anything.

I don’t know what my account password is. I haven’t played in almost a year. It’s saved in my Chrome browser so that I can still log in to the forums and what not, but it was not saved in the client, so I cannot play. I don’t have my serial because I deleted the email it came in (digital download.) Information I have is my character, billing information, and dates of access.

Probably the most annoying process I’ve ever had to go through to play I game I paid for. If any players are reading this, I highly recommend buying physical copies of your games, this digital download business is just trouble.

Thanks,
Jordan

NigNog.3289:

#130616-002286
I’ve been waiting for 5 days now, just for a response. I didn’t even get a confirmation email or anything.

I don’t know what my account password is. I haven’t played in almost a year. It’s saved in my Chrome browser so that I can still log in to the forums and what not, but it was not saved in the client, so I cannot play. I don’t have my serial because I deleted the email it came in (digital download.) Information I have is my character, billing information, and dates of access.

Probably the most annoying process I’ve ever had to go through to play I game I paid for. If any players are reading this, I highly recommend buying physical copies of your games, this digital download business is just trouble.

Thanks,
Jordan

If your password is saved in your browser, you can probably access it through your browser’s tools. I know you can with Chrome and Firefox. Then you can enter the game. =) Good luck.

Lol, never mind, I see you found this information elsewhere in this forum.

Since last Saturday, I sent a message to support about gem purchase/items purchased with gems.
First, I purchased 4 items at the gem store. I did not receive any of them.
Second, I cannot log in into support because and check my ticket because it says my email/name does not match with password, the system says it sent me a reply that i have never received. So, i spent my money and get nothing and what really makes me mad is that i cannot contact you or receive any replies because the system does not work.
Please verify and reply to my email account. At the ss, you can see what i purchased: name change ticket, dye kit, dye pack and 5 chest keys.

cheers,
Pinky

Pinky.1859:

Since last Saturday, I sent a message to support about gem purchase/items purchased with gems.
First, I purchased 4 items at the gem store. I did not receive any of them.
Second, I cannot log in into support because and check my ticket because it says my email/name does not match with password, the system says it sent me a reply that i have never received. So, i spent my money and get nothing and what really makes me mad is that i cannot contact you or receive any replies because the system does not work.
Please verify and reply to my email account. At the ss, you can see what i purchased: name change ticket, dye kit, dye pack and 5 chest keys.

cheers,
Pinky

Have you tried deleting your in-game mail. Too many mails in the queue is the number one reason for not receiving purchases for the gem store. If this doesn’t help, you might want to post your ticket number (if you have access to it). Good luck. =)

Hello,
I don´t know the number because I cant log in to the support account. Every time I try to change my name or my password, your system says that it just sent an email to me and i never get it. Besides, even after the pirates’ update, I tried to purchase the new outfit and did not receive it. It is quite annoying, please help.

Cheers,
Pinky

I just posted another ticket the number is #130626-000375. Please take care of both problems because i am really tired of it.
Cheers,
Pinky

Hello,

Once again going to refresh ticket #130601-000136. Still no answer, no info about my previous post (https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/73#post2255690). It is about month now since ticket were made and it is still not solved ;( I know it neither your fault nor my friends, but some help would be nice.

Best Regards,
C.

#130627-001129
I had submitted a ticket prior to this one, but the lack of response over the course of a few days has left me questioning if it would ever be resolved.
My friend had created an account several days ago and has since forgotten her password. While attempting to log in, she was redirected to the “Password Recovery” page. Upon seeing that she needed a character name to progress this, she figured there would be no way to get into her account or to retrieve her password. The lack of response from the support team only furthers the disappointment. If you could help out in any way, shape, or form, it would sincerely be appreciated beyond all comprehension.
Thanks.

Gaile Gray.6028:

Update: 25 June 2013
130620-001492 Final response sent 6/22

Really sad to know that the final report is the same old copy paste message.Can we get a bit of transparency for the given issue.The question has been closed by your respectable support team but i am not giving up on the issue.Its an honest appeal that the account was not associated with any third party programs and the time and work involved in the said account is really making me cry when its all gone for thing which i can’t even comprehend.I am innocent and will not be condemned guilty by accepting your final worlds.Please look into the matter again.If a new ticket has to made please let me know. I don’t even know where to ask other than this sub-forum.

TL;DR please review this closed ticket again ref#130620-001492

Hello, I would like to update a ticket I sent.

130624-000936 June 24, 2013 (3 days my time)

EDIT:
Okay this is not funny anymore.

130627-001873 – This is not 3 days old but it is urgent.

Floryn:

Hello

I am asking for a review of [Incident: 130625-003163], although the ticket is not 3 days old I’ve been encouraged to post here since it was closed already.

This incident is correlated with this reddit thread and this news post.

I am not sure if the ArenaNet representative from reddit was you or someone else, but since that reply and until now, I didn’t got any update, which lead to my current post here.

Shocked, stunned and puzzled awaiting for a real review of the infraction and what could trigger it.

Thank you,

I am writing here also, and am asking for a review on account number:

130626-001168

Closed

06/26/2013

I was also did the jumping puzzle that Tuesday night that sky pirates content was released. I am also shocked and stunned, please sir review my account also
Thanks Kalvin

were more than three months that I did not play gw2 and when I entered I found the locked account. I then contacted the staff of gw2 via email talking about the issue. they told me that the account had been used for malicious programs and that they went against the rules of the game but I’ve never used malicious programs and then not walked into the game for many months. I asked riattivarmi the account but not have heard me. I asked him to check the IP address from which the login occurred that definitely was not my own IP address but not have heard me. are now more than three days that I did not answer and I do not know how to do.

Posting here on behalf of a friend, whose account has been blocked since 06/ 27/ 2013.
He can not post this himself, because the block even extends to the forums.

Dear Gaile Gray,

I would ask you to have a look at my ticket #130627-003697 .
I received the last answer three days ago and since then nothing has happened.

Cheers,
lortnoc.9624

As per this thread for mathremohk.5720 https://forum-en.gw2archive.eu/forum/support/account/Guild-Member-Cannot-Login-Access-account

His ticket number is: 130627-003913

I’m posting on behalf of my son. His account has been blocked since 06/26/2013.
He did the jumping puzzle Goemm’s lab that day and fall down a few times.

We made a ticket on 06/26/2013, updated the ticket on 06/28/03 and since then nothing happened. His ticket number is: 130626-002997

Please help.

Thanks

I’m posting this on behalf of my friend who has been banned since 06/25/2013

Dear Gaile Gray…
I got my last response from Support on Wednsesday (06/26/2013) and my account is still terminated.
The case of MPJP is still not resolved… This is my last request and the last hope for justice.
By Balthazar’s beard stop pretending that nothing has happened… please!
Ticket #130625-003033