Guild Wars 2

Posting in behalf of a mmorpg.com poster that can’t post here since his account was hijacked. According to the post it should be 5 days old today:

120927-003933

Customer Aleks Trajkov via CSS Web 28/09/2012 02:41 AM
Hello i will need too change my email on my guild wars 2 accaunt becose i am changing my internet provider and i will lose that email,and my email is verified soo when i change ip adress with new provider and loss this email i am afraid i will not eable too log in in my Guild Wars 2 accaunt.
Reference Number
120928-001275
I rly need too get answer on this fastes i can becose i will need too change my email fast,or i will lose chance too play becose i will lose that email.

I used my tome of influence in prelaunch and have yet to see my influence I submitted a ticket in the game when it happened, and one later on the support site

Customer Deleted My Name via CSS Web 09/26/2012 07:29 AM
its been a month since I submitted my first ticket ingame and I have only been told that my ticket is being looked at once two weeks ago I am beginning to feel as if my problem is not going to be corrected, I paid good money for the Digital Deluxe Edition specifically for the Tome of Influence to help my guild out, but it was used without my points being given now I feel this delay has cost my guild what should have been a good head start, we’ve lost the edge that the deluxe edition were supposed to give us, This level of delay I find very unacceptable please fix this issue asap.
Customer Deleted My Name via CSS Web 09/21/2012 10:33 AM
Is there any update I am still awaiting my influence for our guild and have yet to see it please hurry with this situation this is becoming very annoying
Response GM Alura via Email 09/11/2012 06:16 PM
Hi there,

I apologize for any delay in responding due to the large influx of petitions we’ve been receiving.

I wanted to let you know that we’re still investigating this issue for you and will update you again as soon as we have more information.

We appreciate your understanding during this busy time.

Take care,
GM Alura
The Guild Wars Support Team
Customer Deleted My Name via CSS Web 09/09/2012 08:33 AM
I understand you are addressing hacking issues as a priority, however, I preordered my game and have been waiting for my points since the 25th with the amount of time that has went by and the amount of time that it takes to build an upgrade my guild is falling far behind, please hurry
Customer Deleted My Name via CSS Web 08/31/2012 08:27 AM
I used my Tome of Influence as well as other members of my guild, however we did not receiver our points. Is there anything that can be done

please help there were other members of my guild that used their Tome’s of Influence too and got nothing
here is my reference 120831-012782

More than likely a complete waste of time, but I figured I’d try. It’s now four days and counting, that I have been able to log in and play the game.

I have posted in threads that cover the same problem as myself, and we are generally swept under the rug, (merged) – with no resolution.

So I have little recourse now but to create my own thread regarding this problem.

I use a @plaync account name to log in to GW1 and 2 (as well as my NCsoft master account). I have no interest in changing this to an email address, that can be more easily acquired. Currently the log in name and linked email address are different, thereby making the account a tiny but more secure. Since the changes in the last patch, the ‘Play’ button on the launcher window is grayed out, and I am unable to play.

I’d ask for information on a timely resolution to this matter, but we are well past ‘timely’, so I can only hope for some kind of resolution ‘soon’.

The general attitude from the ‘new’ ArenaNet, seems to be ‘we have your money, we don’t need to help you’.

Thank you for your time.

P.S. When did GW1 ArenaNet turn into this new ‘Orwellian Corporate Monster, ArenaNet’ ? It’s so sad, you guys were amazing.

Have you submitted a support ticket yet? Average response time is max of 5 days. If its any longer, theres a thread you can post in where a community manager will investigate your case personally.

Submitted a ticket on September 21st inquiring about my banned account (suspected hacking). CS representative asked for more info, which I provided. I was then told someone would be in contact with me ASAP. Today, I checked the status and it’s marked as closed. I received no answers and wasn’t contacted again as promised.

The reference # is 120922-000473. I’d paste the entire correspondence but I’m writing this from my phone which makes it a bit of a hassle.

Thank you for your time. I really hope this is resolved quickly since it’s already been a week.

I am not able to access support (it won’t let me log in), they appear to not have telephone support, and the email I sent about three weeks ago concerning another issue has yet to get a reply.

Additionally, people get ‘generic copy/paste’ answers from customer support, to which you must then repeat yourself, wait another five to eight days… rinse and repeat.

This thread will not likely get my problem fixed for me individually ( I have no delusions of that), but hopefully draws more attention to a problem that affects some people (myself included).

Hello, my friend submitted a ticked on 23-09-12 and still no answer and he cant log in the forum so I’m posting it for him
The Reference is #120924-002074 <—- Thanks for you’re time

I have the same issue and I am doing the support route to no avail so far. After two rounds of useless copypaste answers, I was asked to create a new email account and give it to them, which I did, and afterwards they changed my GW2 mailaddress to this new one, that has squats to fix this problem: now I have another useless mail address that is ‘already in use’, when updating the @ncsoft login.

So basically: still cannot play and still no official response about the problem even existing. I am really depressed about this.

120929-000850

These hackers are getting better at their jobs -.- I’m guessing they were able to get my account because I used the same email in another game. Not sure how they went through that but now I have lost my email too which was connected to other important stuff. Not only did they take the email they closed it too -.- Although I don’t mind too much and have opened a fresh Hotmail and transferred everything it was still a hassle. Also while posting my ticket I wasn’t able to recall my serial number so I put down every piece of information I could think of that would help.

Posting from my brothers account now cause I can’t access forums. Hopefully I can get my account back before any damage is done.

Thank you Gaile

Hey guys,
We’re really moving forward on the queues, so this thread is now for tickets that have not been answered for 4 days or more. Naturally, if you’re working with an agent and making progress, there’s no need to post here. This is simply for those posts that may have “fallen through the cracks” or which may need a secondary review.

I posted in this thread because my ticket was nearly over 1 month old. I got no reply in this thread, and I still got no human reply to my ticket days later. Meanwhile, I get to read here that it is really going forward with the queue. I highly suspect that my ticket or its content has never been read at all, and neither was my post in this topic.

I want to make you aware that I have a ticket open for a Tome of Influence that did not give me 1000 influence when I used on the first day of the Headstart. This is the same day I opened the ticket. I was understanding at first, because you first wanted to deal with hackers, but now it is simply borderline fraud to not provide me with an item I paid extra money for.

This will, for the record, be the third time I provide a community official with my ticket number, as I once brought my problem to light in a reddit thread and I was asked for my ticket number. I got no response, and just assumed they were busy. I posted earlier here in this thread, and got no response again. So, here it is again, for the third time:

120825-009624

It has been more than a month now.

Rimo.8953:

Hey guys,
We’re really moving forward on the queues, so this thread is now for tickets that have not been answered for 4 days or more. Naturally, if you’re working with an agent and making progress, there’s no need to post here. This is simply for those posts that may have “fallen through the cracks” or which may need a secondary review.

I posted in this thread because my ticket was nearly over 1 month old. I got no reply in this thread, and I still got no human reply to my ticket days later. Meanwhile, I get to read here that it is really going forward with the queue. I highly suspect that my ticket or its content has never been read at all, and neither was my post in this topic.

I want to make you aware that I have a ticket open for a Tome of Influence that did not give me 1000 influence when I used on the first day of the Headstart. This is the same day I opened the ticket. I was understanding at first, because you first wanted to deal with hackers, but now it is simply borderline fraud to not provide me with an item I paid extra money for.

This will, for the record, be the third time I provide a community official with my ticket number, as I once brought my problem to light in a reddit thread and I was asked for my ticket number. I got no response, and just assumed they were busy. I posted earlier here in this thread, and got no response again. So, here it is again, for the third time:

120825-009624

It has been more than a month now.

Exactly the same issue, my ticket was opened on 13/9. 120913-003704

Yet no response. If you are working on it, at least let us know. Ignoring us is just disrespect.

I never played GW1, but find it hard to believe that this company was ever responsive to players. It’s just sad that yet another good game is going to fail due to ignoring the player base.

120927-003933 please take a look

I got yet another useless c&p response from support, and its over 4 days now. Does posting my ticket number to “Tickets for review” count? I mean, I GOT replies, just I am going nowhere with those..

I hate to swear with people, but after a lot of heated words from my side (sorry for that support people), my account finally works again. There was no direct route for this, one of the GMs did some magic in his end, and things started working for me. So, Sam, I’d advise you to get a ticket running somehow..

I’m not really the kind of person to swear – but I’m very very pleased you are now able to log in and play Are you able to log in with a @plaync login name?

120927-003933 another look please still not resolved.

Please review 120901-014256, because support is consistently misunderstanding and/or failing to read the entire ticket. I have now been attempting to resolve this ticket since September 7th, and am becoming quite angry. I do not want to have to use the workaround that I did – I will note that it was FOUR DAYS between my last submission and any response from support, and that their current response is “well, you can play now, so your problem is resolved”.

No, it is NOT resolved. I do not consider having to change my account email to a secondary account as “resolved”. That is a workaround for being unable to play. It does not address my issue in the slightest.

A couple of days ago the “Play” button started getting grayed out for me aswell, but I have been able to get around it by clicking cancel on the validate your e-mail thingamajig.
I don’t know if your login menu is exactly the same as mine since I haven’t bothered with the e-mail validation yet, but the order I go through in the login menu is:
Log in
“Validate your e-mail address” → Cancel (Play button is grayed out here)
Then the window changes to “Welcome, insertnamehere!” with updates, and a clickable Play button

That’s interesting, when I log in, it wants to ‘validate email’ as you say (as it always has) I press cancel, and in my case, it logs me out. Prior to Tuesdays patch I would just ignore the message and click play.

I wonder why for you when you hit cancel it gives you an entirely different window, and for me it just logs me out.

Hello, i created a ticket when i got hacked and i still need some suport, i would apreciate if someone could check this ticket for me and take a close look ( im waiting for a better answer then the one i got ). 120924-005472

What answer did you get? Did they get your account back to you? Asking because I’’m in the same shoes as you. 120929-000850(hacked account)

120914-005746

Thanks

Has anyone had any luck trying this solution from support, verifying the email from GW1 instead? :http://en.support.guildwars2.com/app/answers/detail/a_id/9192
or am I just reading that wrong?

I’ve looked thru the GW-client and the NCsoft master account (where my email and network are verified) but I find no way to verify my email. I don’t think GW2 is linked to the master account anyway… Submitted my own support ticket.

Btw, as many have said, it seems Arenanet was aware of this problem and working on a solution, in April :https://twitter.com/GuildWars2/status/190085202331185152.

Oxymo, that solution won’t work for people with @plaync account names, because @plaync isn’t a real email address. It’s also quite disturbing that ArenaNet are aware of these issues for six months and do nothing.

As a side note, I managed today (don’t ask me how, I don’t know) to submit a support ticket. So, in about eight days I will get a generic copy paste email telling me go and put the kettle on, which will in no way help me log in to the game. :S

Hi,

This post is in respect of issue number 120910-002395. I posted a support request on the Gem Store Issues thread 15 days ago:

https://forum-en.gw2archive.eu/forum/support/account/Gem-Store-Questions-Issues-merged/page/22

This issue is still unresolved. I have paid money for these items and have not yet
received them. Please review and resolve this issue as a matter of urgency.

No, sorry, I was a bit unclear – my problem was not exactly the same as yours, I couldnt validate my @ncsoft address to my GW2 one for some weird reason – that is what support did to me ‘by hand’.

Your problem is different as you’d want to keep your @ncsoft address – I don’t know if it is possible, but be patient, after 4-5 copypaste answers, you will get your human answer eventually.

120920-001075

My issue was under investigation for about 4 days before it closed down without any explanation or conclusion, this ticket has been persisting for more than a week now and it gets closed without a resolution.

120921-000605

This attachment sums up my experience with trying to get help with the gold I lost from the 9/19/12 trading post bug resolved. I lost about 14 gold to unfulfilled transactions due to the system’s problems without any shred or trace of resolution since; I’ve not played since the 19th awaiting some kind of resolution.

It took 8 days for me to receive a response to my original ticket and then every response since then has been a canned response—typically triggered off of a keyword in my responses to the canned responses. Mention mail, and suddenly I get a support ticket explaining to me how to check my mail in the game—mention the trading post, and it’s described how to pick up goods from the trading post NPCs.

I know how to submit a bug report, how to check my mail, how to check NPCs for item delivery and so on; these responses are not in any way helpful or re-assuring and have done nothing to help remedy the situation.

This is entire situation is ridiculous and very very frustrating—I have never had a support experience like this before. How is this acceptable?

The copy/paste answers have begun, but at least they are responding. It’s disappointing, actually no there isn’t a word strong enough for it. I wonder how we go about writing to NCsoft to complain. Maybe if NCsoft were to get involved ArenaNet might wake up.

I still cant get ahold of any GM and the one i did didnt reply. My support account is still banned and i cant reset the passowrd or anything. Please help its been two weeks now

My boyfriend cannot login due to not knowing his login & password reguarding Incident 120921-004194. Please provide him an update so we can play together, I miss playing with him

My ticket was closed again, and in your above post you said it was resolved, yet none of the support reps have read my ticket…. wtf is wrong with you people.

MY GW 1 ACCOUNT IS NOT LINKED TO MY GW2 ACCOUNT, please stop closing the ticket and saying it is.

My GW1 account still isn’t linked to my GW2 account.

$150 for collectors
$140 for gem purchases….

Can someone, AN, direct me to the refund department if you guys don’t want to fix this?

Fix what issue???

121001-000910
I don’t know why my GW2 account suspended for use of racial slurs at today.
(I’m playing GW2, but disconnect suddenly. And then re-log on, got error message as attached screenshot)
Please help to follow up A.S.A.P.
Thanks.

Naimed.1604 tickets with no response:

120928-000453 – 28/09/2012
120924-000077 – 24/09/2012

Thanks in advance!

Rohan.6954:

My GW1 account still isn’t linked to my GW2 account.

Reference # 120919-000950
Date Created 9/18/2012
I updated it as recently as 9/21/2012 and have still not gotten any resolution or follow up response outside of the automated one. Please help.

Oh guess what, I got a reply after my ticket was escalated…. they changed my account name from @plaync to the email address tied to my account. This was done against my express wishes that it not be changed to an email address, that I wish to continue to use the name provided my by Ncsoft.

I have asked them to correct this violation of my account.

This also screws up my GW1 login information too.

Until ArenaNet has sufficient security measures in place, using an email address to log in with is not secure imo. I am shocked that they ignore what we write in our support tickets, they read a few key words and that’s all.

>OP

Contact Support for the Gem refund. Contact the retailer to see if they’ll allow you you return an opened CE and used reg code.

Ticket – 120924-000144

Created Sep 23rd
Answered and followed up by NcSoft on Sep 25th that it was being investigated

Finally a reply on Sep 27th stating the following…
—-

“We can process the refunds you are requesting, however, we must make you aware that as a result of the refund, the game account created with the serial code will be permanently closed and will not be eligible to be reopened in the future. This means that if you want to play the game in the future, you will be required to create a new game account and start from scratch.

If you are okay with this, let us know and we’ll process the refunds for you.

Regards,
Steve S.
NCsoft Payment Review"

To which I replied yes please proceed.

I’ve not received any refund at all and when I went to check to see if there was any status update on the ticket, it’s gone, it’s been deleted or whatever and I “don’t have permission” to access the ticket.

If the ticket has been closed, can you please re-open it, again, I have received NO REFUND at all as was agreed in the last reply from Steve S in NCSoft and now I can’t even check the status on the support ticket.

Thanks.

120929-000850

Thank you for the update, will be waiting for a reply tomorrow. I have noticed that the hacker has moved my account to another server. I fear the worst that all my items have been vendored but I am an optimistic person. Best thing that could hapkitten if I get my account back with 50g worst that could hapkitten I loose everything including my lvl 80 ranger ><

120929-000676

I can’t tell if it is still be looked into or if I was given a final notice. Was asking on ticket about specificly what I was being charged with.

Gaile, you said you would look at this in another thread,
https://forum-en.gw2archive.eu/forum/support/account/I-am-been-BANNED-Accused-of-using-a-bot-third-party-program/first#post317048

So this may be a duplicate for your list.
Thanks

120916-001630

no response yet, other than the initial auto canned reply.