Guild Wars 2

Ticket #120929-000744

Could GaileGray or anyone from Anet please help me!

My case is similar to Bystander.8471 and Kenrid.7859.

My account was “permanently terminated due to using a bot or other third-party program”. I am an active user and have never used any bot or third-party program. I don’t even know how to set or use a macro.

Pls also see this for details:
https://forum-en.gw2archive.eu/forum/support/account/Account-banned-due-to-AFK/first#post310263

Ticket Reference: 120924-004079

I created this ticket over a week ago for an extremely game-breaking bug that is completely ruining my gaming experience everyday.

At approximately 5pm BST everyday, a bug is occurring that will flag me as unable to communicate with my guild, my friends, party or whispers. I cannot see the guild/party/whisper chat channels, accept invites or join my friends.

If the bug occurs during a dungeon it will kick me out of the dungeon and I cannot rejoin, making the runs a complete waste of time as this usually happens when we are approaching the final boss.

The bug will also change often in the guild interface. Usually it will display me as the only member in my guild (which I am leader of) then it will show members who are online as ‘not representing’ and I can still not communicate with them. Eventually it will show my guild window as completely empty, other than the ‘What is a Guild?’ page.
I waited patiently last week for a reply about the issue and some sort of resolution, when all I was replied with was a thank you for reporting the issue manually and instructions on how to report a bug in-game, which I already knew how to do and did with this bug.

my main ticket concern is this one about my account being hacked that i submitted.
120924-005253

and the other the very first simple question about the log-in attempts was never actually answered.
120913-000495

Incident: 120918-005923

I am getting tired of explaining my situation.

Over 3k gems disappeared now 3 weeks ago. No illegal account access. No purchases. Originally submitted 18/09/2012.

After a week of useless support I was told that they have no power to help me and that I should post on the suggestion forum.

After 10 days of comments from many players who also find GW support utterly disgusting, I finally get a response from someone official. At which point I am condescended and insulted for being naive enough to post on a suggestion forum when clearly I should have gone to the accounts forum. Just to clarify, it wasn’t to ‘make myself feel better’, I was told to post there by your own support team, which you would have known if you read the thread which included the correspondence.

So now I’m here. Posting the same problem, to the same people. I think I must be insane to imagine that this will lead to a different result.

Let me know if there is any more information you need.

Regards,

120930-000086

It’s a simple ticket really, but I would definitely like an answer on item restorations.

ticket number: 120928-000857

I am not sure if this ticket is still being reviewed or my last email respond i got was the last and final one. And in my last respond in the ticket, i requested some detail explaining what exactly did this bot/third party program that i am being of accused did because I would want to know how is it possible that be banned and never used any bot/third party progam. And i also requested in my last respond in the ticket for an explanation of why my last response said my account was suspended but my problem is that my account has been terminated not suspended.

like kenrid said “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”

I’m really at a loss here. All I want to do is play the game, but I have been unable to for the last couple of weeks because of the following message:

We have detected that your account may have been accessed by an unauthorized individual. For your security, further 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.

I really don’t want to contact support. They haven’t been any help in the past. All they do is restore access to the game, but that doesn’t fix the email authentication issue. I did have email authentication working for a while, but it suddenly stopped working apparently. I don’t see any way to enable it, other than to verify my email address. But I have no way of verifying my email address because my account has been suspended.

I did see the reply to my previous post on here, but it didn’t fix the problem. I like playing the game, but $60 isn’t worth all the effort it takes to get going. Can I just get someone to email me without a canned response? Someone who can help me figure this out once and for all?

And for the record, I submitted another ticket today, but I doubt it will do any good. These are the tickets I’ve submitted about this issue already.

121003-002477 – Submitted today
120901-024270 – Closed, not resolved
120915-006475 – Closed, not resolved

EDIT – I got an email from Verminthrax this morning. He didn’t even address my problem. My email authentication is STILL NOT WORKING! All he did was re-enable my account. I immediately logged in to make sure that email authentication worked. NOPE! It’s still not working. Honestly, what do I need to do?

>> GaileGray.9587:

Update: Tuesday, October 2

120910-002395 Agent responded 9/10; please update if you still need help

120910-002395 No activity since 9/10>>

I have actually tried to respond.. both by updating the issue (Which has now been closed with no resolve) and posting twice on the forums (once in the missing items forum and once here.. which you have responded to).

Your agent did indeed respond 9/10 with the comment that the issue was being investigated. I have since had no feedback, and I have seen no further activity from your support colleagues. There is no outstanding activity required on my part. Please have your support team investigate further and provide a resolution as a matter of urgency.

Reference #: 120926-000240

It has been two weeks since I have opened my ticket, and week since the last response. I still have no resolution to my issue.

This is completely unacceptable from a customer service standpoint.

I was able to make two purchases but again I am unable to make Gem Store purchases.

Please fix this so I can purchase without having to contact support all the time.

Reference #: 120930-002298
Lost some gold\ gems bcause of currency exchange bug

Gaile—
120901-001721— email authentification problem
This tkt was correctly changed back from ce/dde problem subject, then I received request from “senior member” travis, asking me to explain problem in detail as well as all the attempted fixes— that was great.

However, the next response was a canned response about linking the gw1 and gw2 accounts— nothing to do with the problem on the tkt. These people really need to read the tkts before responding— second time that has happened on same tkt!!
(At least they didn’t change the tkt topic (header) this time.)

Next tkt:
120914-000042, tome of influence problem— I understand this is known issue, but why is this taking so long to resolve and why no communication from anet as to the delay?

Last tkt:
120916-003964, guild leader issue— also a known problem… again still not resolved, but my tkt was closed. They should not be closing tkts until problem is fixed.

On the last two issues, we have had no word when they will be fixed, was hoping the latest update would make a difference, but neither even mentioned in update notes.

Many, many players have a lot of these issues in addition to all the skill bugs, quest bugs, missing skill point npc’s blocking map completion, etc. While we can play, unlike others, it has just become very aggravating.

I used to play each account every day to get the daily achievements, but I have not been doing so, lately— very frustrated with all the broken issues and with the response from customer support. They should not have released this game so soon.

And I know you have a bunch of new people working support, but they should at least read the tkt to make sure their canned response matches the issue the tkt is about.

Thank you for a least trying to help.

annielumos.6498:

And I know you have a bunch of new people working support, but they should at least read the tkt to make sure their canned response matches the issue the tkt is about.

I couldn’t agree more.

[Edited to remove pointless flames and ranting]

Ticket # is 120922-000473

120827-006798
Originally created 8/27/2012. It has been almost 40 days.
Issue is Tome of Influence being used during head start. No influence given to guild.

I’ve been patient enough I believe.

Hello, please review my ticket

120928-003604

regarding third-party program usage. Quick timeline:

9/28: Ticket Opened
9/30: Support member responded
9/30: I responded via email giving any relevant information I could think of (which created my Support account)
10/1: I linked a possibly relevant thread

I understand how long queues of claims go, as I have had to do similar things myself. As such, I appreciate the commitment the support team has to get through them all in a timely manner, and I hope to hear from you guys soon. Thank you for looking into my issue, and hopefully I can get back to playing again soon.

120911-004939

I’m posting for the 3rd time. One issue in my ticket has been address(awaiting a solution for the Tome of Influence).

But the other issue in my ticket has not even been mentioned in any replies I have seen. I created a guild on 9-11 and as the guild leader I have no rights in the guild other than to invite people. It’s been almost a full month. I would like to know where this piece stands.

120916-005788
Posted my ticket on 18th of September
So its 3 weeks now and they havent even review it no emails no nothing simple.

I should have asked for my money back a long time ago.

People buy in your gem service, if it doesn’t work support doesn’t care.

My in-game stuff disappears, support can’t “give” items in the manner “the client wants”.

This is such a joke we waited over a month. Posting here doesn’t change anything either.

Cannot edit the previous comment, in response to:

ValeN.3129:

I have been waiting for another copy of the digital deluxe edition tome of influence, which did notgive any influence. I have waited more than a week and have had no reply whatsoever.

Ticket number: 120919-000303

Details included in the ticket.

Waiting resolution for 18 days.

Still cannot access my Support Profile due to it being banned(3rd post). I Dont know why it was banned would like to have support account back so i can get help instead of making forum after forum Just TRYING to get my support account unbanned

Support ticket 120922-003995 has been ignored for over a week now. On 09/21/2012 I bought 1600 gems. I bought a bank pane, mini-pet pack and dye pack. According to a tweet made on 09/21/2012, due to a serious issue some accounts were rolled back. Mine happened to be one of them and I lost the bank pane, my 500 gem balance and the items I purchased. I continue to receive canned responses about delayed delivery and it does not appear anyone actually reads my support ticket.

120910-002395 Resolved — We implemented a change just last night that should have corrected this

It is now resolved! Thank you so very much for all of your assistance!

Hi,

Incident: 120915-001298

Been 7 days since the last response. This is still not resolved. Even though it’s listed that way.

Would it be better to open a new ticket at this point?

Good morning ..
my issue have 2 months old and yet didnt find a solution , kindly help me to get my GW1 account back my ticket #121005-003235 and i will appreciate if i can link it too .. Regards

Incident: 120930-003046

Six days with no reply, after multiple emails and a violation of my account information, against my express wishes in the aforementioned emails. This is in addition to a prior seven or so days of not being able to play the game at all.

I’m also waiting to be provided with contact information for NCsoft directly, that I may write to them and lodge a formal complaint.

What are the statuses of tickets? I haven’t seen any responses on this thread or the account issue updates thread in 4 days. I understand things get backlogged or the Holiday weekend might play a role in this, so I can understand. I just would like to have an idea of when I might hear from the Support Team, as my ticket 120928-003604 has not had any responses in a week. Thank you.

Thank you GaileGray, I appreciate the quick update.

EDIT: 120928-003604 Issue resolved now, thank you.

Thank you very much GaileGray

120916-005788 Resolved

Ticket number: 121005-002735

Please can someone have a look at my ticket.
I submitted it on friday and have had no response.

Thank you.

Incident: 120918-005923

Posted 6 days ago. Haven’t seen the mention of this ticket number. Could you please let me know if this is being looked into.

Thank you.

Ticket number: 121005-002493

Please please look at this ticket. I don’t know when I will lose access to my current account email and need to have it changed to my new email so that I can continue to authorize (Dynamic IP SUCKS for this…) myself to play.

If i lose access to that email and can’t authorize to play I will be one sad panda…

Original post 10/5. Closed by auto-response (With no email of said response) and reopened today.

Edit: Resolved. Thank you!

Ticket number: 121005-002735

Issue is now resolved.
Thank you.

Ticket -121006-001277
Ticket -121006-001219
Thanks in advance.

121003-000630

if you actually read the ticket i said im still having problems and they still closed the support its like speaking to an outsourced call centre in india

basically my 100% is bugged ive been to each area and im still missing 3 hearts and 3 poi’s

when i say 100% i mean map completion ^

Incident: 121005-003376

I received requests to authenticate my location, but no email was sent. I initially thought it might be my email so I tested it… Sadly it was working fine. All that worked was for me to disable the authenticator…. which I do not like. I would like to be able to reactivate it and have it sent to a new email account…. but there is no option to do so. I have tried to update my ticket but it says PERMISSION DENIED…

Placed my ticket on the 9th of October as I tried to log in only to find the account I had just bought and paid for a few days prior had been permanently banned! Still have yet to receive an explaination as to what happend and why this action was taken. If the account was hacked, I’m rateful they took steps to stop it, but i’d very much like to know what’s going on and how to resolve this issue ASAP.

Here’s my info below concerning the ticket.

Appeal of Account termination 121010-000361 Updated 10/09/2012

Appeal of Account Termination – Reference #121010-000361 [Incident: 121010-002387]?

I am also having problems with account suspensions. I ’ve got suspended for no reason and opened a ticket for that. [Incident: 121012-001753]

Can you help for checking the updated in ticket #121006-001277 ?
We got a dilemma situation !!! We are the same case with the forum link below but the result is totally difference.
FYI : https://forum-en.gw2archive.eu/forum/support/account/Account-terminated-after-gold-items-transfers
Thank you

Hello My account was banned for Botting / extended AFK

My Account is PCoraJr.7526

My Ticket is 121012-000109
After Reading this thread i noticed that a lot of other people got bans similar to mine, I never have used any botting software or macros. I hope you can make some time to look at my ticket. Thank You.

Friend of PCoraJr.7526 here, can we please get a resolution on this? The two of us and 3 other guild mates set aside this weekend to run dungeons and now well… ):

I offer favors, back rubs, long walks on the beach… you name it (:

Ok, three days without any answer from suport. Three days I cant login and play…
This is the reference 121011-000086