Guild Wars 2

(843253:Refund)
I had the reasons in the email, i accually want to use this money to buy gems…

Hi Gaile, would it be possible to get an update on 830142? Last e-mail from a GM was last wednesday, to wait for 1-2 days (24-48 hours) to review and i would be contacted if there was an update.

However now it’s been over a week, and i’m starting to wonder whats going on…

Hi, I am posting this on behalf of another account holder who is having issues.

I am unaware of the full details but they are “Account issues” as stated by the account holder.

The ticket number is #847101 and is reported to now be older than 3 days. C

Could this be looked at please.

Many thanks

I have been unable to connect my Guild Wars and Guild Wars 2 accounts. When I have tried to connect them, my account name changes to what appears to be a product key. When I then hit the connect button, the page says that my accounts have been connected. However, when I log into my account again, they are not merged. I submitted 4 tickets about this, one of them being number 846312, the only one that received a response. The response I got said the following:

I checked into this for you and found that you do not have a Guild Wars account linked to your Guild Wars 2 account.

To link your accounts, please follow the instructions below.

1) Head to https://account.guildwars2.com/login
2) Click on “Link Accounts.”
3) Enter the name of the Guild Wars account you wish to link with your Guild Wars 2 account.
4) Enter the Password of that Guild Wars account.
5) Click “Link Account.”

If you have any other questions, please feel free to contact us.

Regards,

Pluto
Guild Wars 2 Support Team
http://support.guildwars2.com/
—-

I know that my accounts are not connected. I am trying to connect them, but every time I follow the instructions given in the email, the accounts continue to not connect. I replied saying this in a follow up email and have not received a response. Can support please connect my accounts so I can receive my Hall of Monuments points? I’ve already stated that I am unable to.

Gaile, this is only the second time I have ever requested an account roll back. And it has happened both within this month. My account was hacked about 3 months ago im assuming as I was not playing for a while. When I went to get on after 3 months of not playing my password no longer worked, so I reset my password and then went to log in and my account was banned for botting. I sent in a ticket for this and my account was enabled again. I logged in and all of my characters were gone and of course all of my things. Your team realized that my account was compromised and rolled back my account to the 3 months prior. I then changed all my passwords on my account and email. Two weeks later (after playing the night before 8/14) I went to log into my account and the password no longer worked again. I reset my password and logged in and everything on my level 80 character was gone and my gold and laurels gone. I submitted another ticket and while I was waiting for a reply I decided to setup the mobile authenticator for extra security but it was already setup (I have never set this up at all). This was setup by the hacker who hacked my account in the first place and for some reason it was not reset when my account was compromised in the first place. After I submitted the ticket regarding this, the mobile authenticator was reset and I was then able to set it up. All I need now it to get my characters things back. Which requires a roll back to 8/14. If you need any evidence look at the log in servers. I am from Idaho so if any logins happened out side of Idaho is not me logging in. And I have explained all of this in my ticket I have submitted. Also you should be able to see where my gold and character armor was sent to. Who ever that is, is probably the hacker. Please look into that. This has happened for the second time due to the fact that the support team did not think to reset the mobile authenticator when my account was hacked, so now I am being punished for it. To me it makes sense that when an account is compromised one of the things that need to be reset is the authenticator. You must understand how frustrating this is to wait on something that is not my fault for so long and seems so easy to investigate and fix in minutes. Remember I live in Idaho so anything other than that is not me. Also your reply is not true. “837122 – You have requested your third account restoration. The team must review this very, very carefully, as they have explained. So we ask for your patience.” The team has not explained anything to me at all. Last response I received was 8 days ago saying my ticket is being escalated for further review, and that was it. Ticket # (837122)

Gaile Gray.6029:

Update: 22 August 2014

Selianna.8263 – I need your ticket number in order to review, please, assuming the ticket is at least three full days old.

I submitted my ticket number in my post. “I submitted 4 tickets about this, one of them being number 846312, the only one that received a response.” The number is 846312.

1. 4 days since last reply i have waited and waited. I do not wish to get an automated reply thanks.

Rei.3279:

1. 4 days since last reply i have waited and waited. I do not wish to get an automated reply thanks.

You need to post your ticket number because your account id cannot be related to your ticket(s).

Ettanin.8271:

Rei.3279:

1. 4 days since last reply i have waited and waited. I do not wish to get an automated reply thanks.

You need to post your ticket number because your account id cannot be related to your ticket(s).

ohh crap i totally forgot about that i thoguht i did.. haha thanks !
836620

Hi, I just submitted my third help request. Over a week ago while I was equipping my Tonn’s ascended Warhammer it disappeared. The item did not equip and it was no longer in my inventory. If someone could please give me a reply and help me with this issue I would be extremely grateful.
Thank you!
Ticket number #854830.

Arise.6218:

Hi, I just submitted my third help request. Over a week ago while I was equipping my Tonn’s ascended Warhammer it disappeared. The item did not equip and it was no longer in my inventory. If someone could please give me a reply and help me with this issue I would be extremely grateful.
Thank you!
Ticket number #854830.

That’s why it’s taking so long, every time you send another ticket for help in, it slows things down, not just for you, but for everyone. Close the excess tickets, and stick to one.

ticket 845174
I am still unable to purchase gems via paypal or c/card –
ended up buying a EU card from Paysafecard the last 2 times but the denominations are all out so I have 10 euro sitting on 2 separate cards thats wasted (5euro on each so I cant use it) – so that me using an aussie c/card to buy a frikn euro paysafe voucher because you cant seem to fix the issue.
Please review and get back to me.

Hi,
The ticket number is #845646 and is reported to now be older than 3 days.

Hello, it has been 5 days now since I last heard of my ticket (846296). I was told they would escalate my ticket for further assistance and have not heard from it since.

I cannot unlock The Dragons Reach: Part 2. I have no mail to unlock it, says it costs 0 gems for me and when I click purchase It gives me a network error. I have tried to empty my queue I have nothing in my trading post, tried repairing my game client, nothing works. I would appreciate help in this issue. Thank you.

Gaile Gray.6029:
Update: 22 August 2014
68483 – In queue for continued review.

I have found some order information concerning my original copies of the game and the pre-sale. I have sent the billing address and the last four digits of the (no longer valid) CC used to make that purchase. I have no way of knowing if this is the CC information you want. I have had other CCs over the years and the bank could not provide me with any information that old.

834621 – Older then 3 days ( almost 10)

Thanks.

829223

4 days since my last post here.
11 days since last GM response on this ticket.
13 days since this ticket opened (3td in the series, all by GM request).
17 days since my account was stolen.

Still queued, and still glued (to my email of course )

I’ve been told that I should post this here:
Ticket number 857504 relating to thread
https://forum-en.gw2archive.eu/forum/support/account/Display-name-real-name-GMs-wont-change/first#post4334220

Please could someone look into this for me, it is most distressing. Thankyou.

My friend’s account christabel.3956 Ticket Number is 849987
She just got ban because of the botting issue which she has no such knowledges for using botting software, Also she is the only person in our group who believes that she wont waste any money in game, so she did spend a lot of time for farming and running dungeon. Actually I don’t really understand how come this kind of person will try to use botting sofware?

I wondering how come you guys not even give her the reasons becasue it has chance to be a mistake right ? Maybe she just got hack? and at least we need more informations and reason such as which software did she use or what kind of botting issue u guys has been found, and how long for the ban? And her account now cant even submit any issue in the forums. Mostlikely you need to give her a chance to understand the issue since we spend the money for game right? I understand the difficulty of you guys ’s work, but guess we have rights to know more details as a customers ?

The reason i am trying to help her is because i bought the game for her by using my credit card, and we make our character from level 1 to level 80 together, we had a lot of fun in that account. and I strongly believe that there is some misunderstanding issues.

Hope you can reply me as a friend’s help.

Thanks !!

Ticket number is 849987
I am posting this even tho 3 days have not passed yet, because a friend of mine had the same issue and he still have not gotten a reply even tho he waited for more than a week. And I also get the weird feeling I won’t be getting a reply too.

Hello,
So here is the problem:
I purchased an ascended recipe and learned it on the wrong character. The recipe is Zojja’s warhammer. The character which I purchased it on was [REMOVED CHARACTER NAME]. It was intended for [REMOVED CHARACTER NAME]. I am begging you to move it to [REMOVED CHARACTER NAME]. I had no idea the recipe itself wasn’t account bound. The reason I am asking for this is because I have 500 weaponsmith on [REMOVED CHARACTER NAME] and I didn’t even have weapon smith learned on my other character [REMOVED CHARACTER NAME], when I purchased the recipe.
On a side note, why is it even possible to learn recipes without having the skill needed for them?
Please help me and I hope that you understand.

Can I please get info on the status on my ticket no. 844991 : Can’t unlock “The Dragon’s Reach, part 2”?
Last GM reply was on August 20th(6 days ago)

@Xadera you can craft the ascended item on your character that you bought it on, and just transfer it to the other account..

858749

Not my account, a friend of mine. Hasn’t been receiving support or any email from anyone, now he can’t login into forums?

nr. 840977
it’s been more than a week since I got any reply from the support, can I get any update?.

Kamperman.6902:

Hi, I submitted a ticket on monday night and I last heard from support on tuesday. After I answered all their questions they said they would be escalating to someone else to view my case and since I have heard nothing. My ticket is: 69969.
I should mention this is for logging into GW1 I just bought GW2 in anticipation of playing, but I want to log onto my previous account first. The accounts are linked and I am worried I will not be able to access my GW2 account as well.
Thanks in advance.

Been 5 days since I heard anything and over a week since I received something other then an automated message.

Gaile Can you please help me with this. I am not sure what to do about this. I have explained very clearly what has happened and I get a response of this.

“After taking a look at your Guild Wars 2 account, I found that you previously received an account restoration when your account was compromised in the past. Due to the security liability related to compromised accounts, and because of their possible negative impact on the game economy, we cannot offer you another restoration.”

Gaile Please Please Read this. The reason my account was hacked again is because the support team did not properly reset my authenticator on my account so that is how the hacker got back in after my account was restored. This security issue is the result of your support team’s negligence in properly resetting my account. Please take a look at this because I just lost everything that I had on my account for the last 2 years. I am not going to Lie I am really really kittened. Ticket # (837122)

Gaile Gray.6029:
Update: 22 August 2014
68483 – Final answer: This will be addressed in the ticket; please do not post updates in this thread as they are unnecessary.

Thank you for your help. Please have a wonderful weekend and enjoy Labor Day upcoming.

Hello,

I’m speaking on the behalf of a non-english speaking friend whose account was hacked on August 17th.

1st ticket number #845571

The account was restored after the hack and the emission of this ticket.

However, the account was hacked again a few minutes afterwards. Both the support and my friend knew then that the mail account was also compromised, because the password of the GW2 account was changed without my friend asking for it.

The support asked then to open another ticket and to communicate through another mail account, which my friend did.

2nd ticket number #861416

The gw2 account has been blocked again on the 22/08 following the second hack and the opening of this second ticket, but there has been no response, even an automatic one, from the french support since, and he doesn’t even know if his problem is being reviewed by the support, or not.

Thank you for your time, and i hope that this issue can be resolved ,

Ox Lee

864201

Please take a look at my ticket as quickly as possible. I want to give ANet my money before the sale is over.

Still waiting for a response..

Ticket# 858749

Hello !

Actually, the matter is not resolved, as my friend never opened a ticket #852025, and he has neither received a mail from the support with this ticket number. He and I don’t know what the ticket number you mentioned is (and the problem with the support is not with me, but with another person, whose account name is Arkanthar.6217).

The problem is he’s been waiting for an answer from the support for days, and in the meantime, his account is still blocked.

The ticket which should be reviewed is #861416.

Thank you for your time ^^

Ox Lee

EDIT : Problem solved !

This is regarding ticket #819209 I was able to prove ownership of my account after it was hacked for a 2nd time even after I had changed email addresses, added an authenticator and made a new unique password. After getting access to my account I requested an account restoration because all my per-cursors, crafting mats, gold, gear, and gems were all gone. The support team is saying they will not do a second restoration because “Due to the security liability related to compromised accounts, and because of their possible negative impact on the game economy, we cannot offer you another restoration.”

This is very unfair to players whom have had the game since weekend betas and early release. It makes it worse when having to prove ownership for over 3 weeks and being told that everything i worked for will never come back.

Please help me Gaile Gray

I had 2 of my accounts hacked /stolen at the same time, was able to change passwords but it was too late…both were closed for assisting in the selling of gold/items for real money.
Sent in 2 seperate tickets, account number one I got back (everything gone characters naked) was rolled back for me all within 36 hours, made my week.
Account number two…the gm repeated to me in an email what the account was closed for and thats that.
I dont think the gm working my ticket understood the account was hacked/stolen before any wrongdoing was done.
Same thing happens to two of my accounts one gets rightfully fixed the other im basically accused of lying and being a goldseller.

I was using one of the charater slots to farm black lion chest keys. could that have been the problem?

ticket# 865713

Hello, it has been four days since the last GM response.

Ticket # 851984

865813 was the ticket number for my other account that was recovered and rolled back to get all my stuff back.
Josh was the very cool and very awesome person that helped me out.

Ty for looking into this

UPDATE: Issue resolved. TY Fluffy and Josh for fixing my problem.
Mobile Authenticator now linked to all accounts with new passwords!

Hi Gaile, thank you for letting me know to post here for support.

My boyfriend lost access to his 2 year account as someone put an authenticator on it. He submitted a ticket with all the information requested, his serial number, character name, account name, credit card information and billing address. He was told that support would not help him at this time. He asked what he could do and was once again told that no one would help him.

His ticket number is 860217

updated : He has regained access to his account. I know I have you to thank for that Gaile. We really appreciate it!

Hello,

I’ve been hacked on Sunday 31st. I regained access to my account and secured it but my account is still the same as the day I was hacked. Can I get a rollback before 9am CEST Sunday 31st ? Or am I just supposed to quit playing GW2 ?
I’m tankful with the speed at which my account got secured but it is kinda worthless if I can’t play because I have nothing left.

PS my ticket number is 871451 (I was asked to repost ticket number 868111 with another e-mail)

Regards,

Enewia.1356:

Hello,

I’ve been hacked on Sunday 31st. I regained access to my account and secured it but my account is still the same as the day I was hacked. Can I get a rollback before 9am CEST Sunday 31st ? Or am I just supposed to quit playing GW2 ?
I’m tankful with the speed at which my account got secured but it is kinda worthless if I can’t play because I have nothing left.

PS my ticket number is 871451 (I was asked to repost ticket number 868111 with another e-mail)

Regards,

Did you update your ticket and request an Account Restoration? They aren’t automatic. Good luck.

Inculpatus cedo.9234:

Did you update your ticket and request an Account Restoration? They aren’t automatic. Good luck.

Well I did ask in the first one but I guess I’m gonna remind them. Thanks for the tip

Greetings!
Reporting in behalf of our guildie LadyYam.6420 with ticket number 876771.

Halfway on guild AC run her gw2 client crash, upon relogging her account she got this message “Your Guild Wars 2 account has been terminated due to botting,extended unattended play, using macro, or similar behavior. Attemping to automate gameplay through any means or attempting to circumvent idle-time restrictions in any way is in violation of the User Agreement and Rules of Conduct. The account closure is permanent.” I strongly know she doesn’t do any of the aforementioned violations.I would like to request further investigation regarding this matter and to have her account un-banned.Thank you.

759011

I didn’t get a response.

Hello…. #844939 Mates ticket hasnt been sorted since the 19th of last month whats going on hes my best mate and GW2 gaming buddy

876539

Was told to start that ticket by Leto during 876461. Basically it was a unfortunatly long email/ticket chain after being hacked and requesting an item restoration on august 30th I think. So while the ticket at the top is about 3 days old, it is from a chain that spans a week and started on my old email account. Changed it for security.

879281

My friend wasn’t able to verify his guildwars 2 account through his email because it was going to his spam box and he didn’t bother to check. when he logged in it said “your guild wars 2 account has been suspended for an account issue. please contact support for more information”…. 2 days after that he tried logging in again and it said something different in the login screen
“We have detected that your account may have been accessed by an unauthorized individual. For your security, access to the account has been suspended until this matter can be resolved. To restore access to this account, please contact support and one of our representatives will assist you.”.. he has been waiting for 4 days now without a reply.