Guild Wars 2

Ticket ID 120910-005932

Its allmost 5 days so i will paste it now , rather than i a few hours. (Was created on 8sept)

Account ID: Frut.8932
Ticket #: 120908-003511

Well…That really sucks. Why was my ticket skipped completely or not addressed? It has been 9 days now since my ticket has been created. Can I get some insight on this?

Incident/ticket# 120903-004443

Long story short: Bought 2x 800 gems, bought 2 inventory bag expansions for 400 gems each and a account bank expansion for 600 gems. Missing 200 gems.
1600 gems – 800 gems – 600 gems = 200 gems should be left, but are missing.

Here is my order history:
Order number: 27815033
Order date: 8/25/2012
800
Subtotal: $10.00

Order number: 28077874
Order date: 8/28/2012
800
Subtotal: $10.00

Please get this resolved ASAP. Until this issue is resolved, I am simply too scared to make another Gem Purchase with this screw up. Thank you for your time.

Calamity.5132:

Well…That really sucks. Why was my ticket skipped completely or not addressed? It has been 9 days now since my ticket has been created. Can I get some insight on this?

Incident/ticket# 120903-004443

Long story short: Bought 2x 800 gems, bought 2 inventory bag expansions for 400 gems each and a account bank expansion for 600 gems. Missing 200 gems.
1600 gems – 800 gems – 600 gems = 200 gems should be left, but are missing.

Here is my order history:
Order number: 27815033
Order date: 8/25/2012
800
Subtotal: $10.00

Order number: 28077874
Order date: 8/28/2012
800
Subtotal: $10.00

Please get this resolved ASAP. Until this issue is resolved, I am simply too scared to make another Gem Purchase with this screw up. Thank you for your time.

Put som perspective on it, mate. Thousands of people are unable to play, because they have been hacked. Don’t you think Arena Net should be focusing on making sure that everyone that has paid for the game can actually PLAY the game.

I am posting on behalf of my friend whose account was hacked, his email and password were changed. Zerterga.7659 ticket number 120907-006342. The hacker has still been logging in his character, (still naked and farming nodes in Mt Maelstom), can you please do something to help? He is all the GM of our guild, the hacker changed all the guild settings as well, though luckily not disbanded us! Please keep posting on those who have been helped it is giving us light at the end of the tunnel, good to see that something is being done! I really hope you can give him his account back soon, he is driving us nuts on mumble saying how bored he is…. many thanks in advance!

My friend’s account was hacked and he cannot login so i am posting for him.

“someone hacked my GW2 account on semptember 7th and changed my email adress so i can’t login. i’ve been waiting for 5 days now for some kind of response from support. only message that i got was that message from lance “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.”

after that i updated my ticket and told that my e-mail was changed so that recovery site can’t help me."

Incident:120907-005707
display name:tseddu.2835

My account was reinstated by support 2 days ago, after waiting for 4 days, however the team did not clear the error that an unauthorised player was using my account, so I still cant play, Am I expecting to wait another 4/5 days?

120908-004389

Hello
A friend has been waiting the response from support for 6 days. He’s not able to play game since August 30.
Ticket number: 120830-008401.

Hello
My brother has been waiting for a response for his ticket for 5 days. His account got block
Ticket number:120907-002246
Thank you

5 days no reply reference # 120907-005353, but i receive emails trying to get me to upgrade to digital deluxe, even tho when i try to login in it says my email does not exist.

Bought a new copy of the game (which I am writting this from), and are now playing happily on it.. i’ll happily keep the 1st account if it can be reset back to me by the end of the week, else I would like a refund.

Whistler.7492:

…because you believe they only look at the newest posts or that this post becomes less visible over time and needs to become redundant?

Because I believe it can be lost with so many bug and problems around – my second post was on 11 page. Now we have 14 and probably ends at 16 today (GMT time).
Because I’d like to be sure I’ve made everything I can to help my brother back into game.

my original account got disabled because paypal reversed the payment i made cause of some balance issues i wasnt aware of it till after i got error 122 and checked my mails
i bought a new serial (the account im writing from and id like the serial to be linked with my previous account so i dont lose my lv 80 char and all my progress there my ticket is older than 5 days (120906-003683)

DAY 7 !

120905-009559

JUST FIX IT !

Okay, so on Monday around noon (EST) I was contacted to give more information about my account (purchase info). That was almost 6 days exactly after I posted the ticket (9/4). I replied after I got home from work (about 8pm). They said they’d get back to me as soon as possible. I did my best to provide the information required (REALLY wish Arenanet would have emailed serial codes instead of asking us to copy and paste… again sloppy), so hopefully today I will get some information because we’re rapidly approaching 8 days.

Already posted awhile ago, so sorry for reposting the ticket number but for your records: [Incident: 120905-000334]

Please Gaile help one of these two tickets:

120830-016564
120905-007995

Thanks!

Posting for my friend who can’t log in.

120908-001733

Hello, I’m using my boyfriend’s account because i’ve been hacked the 09-07 and my e-mail or account name have been changed. It’s been 5 days now and never got any reply except the automatic one by Lance, which didn’t help at all.

My ticket is : 120907-004050

Thank you helping me recover my account!

I am posting this from a friends account.

On Saturday 8/9/12 I received a courteous and ironically un-funny e-mail from ArenaNet informing me that someone – hopefully me, had changed the email address associated with my account. At no point was I offered the opportunity to confirm or decline this change and neither was I informed of the new email address that it was changed to. I am astounded that developers of such an anticipated game did not put a simple URL confirmation in the email which would have prevented all of this mayhem.

I am posting here because I want you to return my account to my posession. I am also posting here because I intend to ensure that you take responsibility for prosecuting the perpetrator that has accessed my account without authorisation and I expect to be fully compensated for such pathetic organisation on your behalf.

And before you attempt to shift the blame, I bought a brand new gaming PC fully installed with antivirus software to play this game. I also used an old e-mail address with an entirely new password to create the account and I am not a member of any fan sites whatsoever.

[Incident: 120909-006590]

I eagerly anticipate your response

Posting this for someone who is unable to log in:

120907-004304

Thanks.

Gaile,

I am really confused now. How does the ticket system work exactly? I created my ticket on September 3rd. (Ticket Number: 120903-012118) but someone that created theirs on September 7th (Support Ticket: 120907-000794) has a much lower number than me. I followed all instructions and never opened a second ticket, just updated my first one. I have posted in every thread you have opened on these matters and have not had any of my questions answered.

Do I need to open a new ticket at this point or do I have to wait until you resolve 12,117 tickets before you get to me? I would really like an explanantion as to how I am so far down the line. It is rather insulting to have players getting their hacked accounts back when I have been waiting days longer than them.

its been 5 days now and no one helped me or answered me about why i cant buy gems and its keep failing with Paypal and master card ..

120907-007931

120908-001099

It’s around 5 days so I’m going to post here. I don’t really expect anything to get done for days more so what does it hurt?

I posted ticket on 9/7. I don’t know why the ticket says 9/8. On 9/8 I got an email from Nick requesting my GW2 serial code, GW2 display name, and my GW1 account name. I emailed him all of that information except my GW1 account name because I haven’t even thought about that game in years. I didn’t even remember that I had a GW1 account until the game reminded me and I guessed.

That was the last I heard from anyone.

120828-016914 – 28.08.2012
Got an answer from support, but still no solution and I am waiting up to two days until I get another answer..

My account got hacked on September 4th. It was then returned to me on September 9th. It has been 3 days and I can now log in, but I still can’t play due to my account being suspended. I have updated my help ticket twice since then with no response. Do I have to fill out another help ticket just to wait another week to play the game?

120904-009096

My account was hacked about 5 days ago so I’m going to post here (from the account of a friend because my account name was changed).
All important information is into the Ticket so I won’t spam a lot.
I hope you can help me with my problem so I can play again.
120909-004592

120907-007982

6 days now, had account hacked then got my account back but it was banned because the hacker used it for gold selling.

120826-004162

12 days and still no reply from ANet support about my hacked GW1 account, so I can’t access my Hall of Monuments at all.

Also, I never received an e-mail saying that my issue was marked as resolved, so it can’t be that either.

Where do i begin? My account was disabled after a billing error. (Not my fault I already had the game I was trying to buy it for my daughter and the site had an error and charged me for multiple copies I requested these be refunded but they refunded my main account also). I have waited a week in that time I have had one automated mail as if my account has been hacked. (It has not, they cancelled it).
They then send me a new password telling me to log into my account and change my password, which i have done, but still cant log into game as they have DISABLED my account. Just can’t get them to understand.
So i reopened the original ticket so they would understand the background info and then i get an email about multi posts. They must have read them to tell me i had multi posts so why not just deal with the problem.
I now have one ticket that was opened on 26 Aug. I have explained I am happy to repay for the game if they can just reactivate my account. I don’t want to lose the characters I made and worked on since early start up. So stressed now I wish I’d never tried to buy the game for my daughter
Can anyone reassure me that this can be sorted.

Help! my Husband’s account got hacked on September 8th, Last time he was physically online with his character was at 2.30am EST.

Ticket Ref# 120908-005767

Posting on behalf of a friend

Still need assistance on Incident :120909-000767

haven’t been able to login for 5 days

My account got perma ban at 09/11/2012. I was off for two days then i got this. Until now my problem wasn’t resolved. Please help me.
Ticket: 120909-001103

Incident:120910-008101

While “this” ticket was opened 3 days ago, my account was hacked on 9/4. I had one day of access before the email was changed “again” and my account was stolen a 2nd time by hackers. I’ve now had 8 days without access to my other account.

Hello Gaile, Thank you for taking the extra time to do this. We all appreciate it.

I haven’t been able to use my account for over a week now. After going back and forth trying to get help from support they eventually “gave up” and asked me to submit a brand new ticket. My first ticket that they gave up on was submitted on 8/28. The latest ticket I submitted was on 9/8, and still hasn’t gotten a response.

My incident number is: 120908-006278

If there’s any way this process can be expedited I would appreciate it. I bought my wife a brand new gaming pc for her birthday to play this game, and she can’t even play it today (which is her birthday). At this point I think it might be easier to just buy a new copy of the game and ask for a refund for the copy that is having the account issues, but I don’t want to mess anything up.

Thank you.

I had submitted a ticket on August 31 to which I’d only gotten an automated message on the same day. I replied rather fast saying that the automated message wasn’t what my problem was about.

On September 8, I added some details to my problem. I’ve been away from home and returned today, checked my ticket and it was closed. I never got a reply to my issue. Not even a “we can’t do anything” or “working as intended”. Just closed. And it seems that by replying and checking the “Yes, I want a reply”, doesn’t reopen the ticket (I thought I could reopen it this way but maybe that’s not how it works).

Anyway, I’d prefer not having my ticket closed with no reply whatsoever.

Number is: 120831-014373

Paeroka,

The same thing happened to my ticket. It was closed without any communication whatsoever. I updated that closed ticket with more information and I have yet to hear a single thing from anyone, and that was since 9/03. Once I added the information it reopened the ticket, just to be clear.

Gramps,

I went through all of Gaile’s postings in this thread and then saw the announcement with the closing of all old tickets. I hadn’t received the email and because I’d been away due to a conference, I hadn’t seen the announcement of it.

The email was in my spam folder. I’ve now taken it out of there. But that email also has a link that you can click to reopen your ticket. So, have a look at the spam folder. You can find the announcement here: https://forum-en.gw2archive.eu/forum/support/account/Account-Issue-Updates-Posted-Daily/first#post59547

Ticket number 120910-001099
I can log on to forums with this account but not play? need to clear the ban message at log on screen so I can play.

Gaile, 120906-008905

I got my account back, but… the hacker moved me to a Europe server, stole what gems I had left, robbed most my bank mats I had saved, and of course the gold I had, can they finish me by moving me back to my server, get me my gems, money, mats, etc…

Update Gaile: was able to transfer myself back to my server, just items, gems and gold issue left, Thanks!

This is the second post that I have posted in this thread about the issue with my husbands compermised account. He is unsure as to why he can not play, weather he was hacked or banned or such. It has been six days now since he has been able to play the game. There has been no reply at all and he has not recived any e-mail from the support staff. He has closed all other tickects besides his main ticket pertaining to the issue, ticket number 120908-004401. We don’t understand why the issue has not been addressed when they are saying that all tickets that are older than five days are being taken care of. He also sells your product and is trying really hard not to give negative input about the game. He loves the game and tells people how great it is but at the same time he has been unable to play for almost a week for a reason that is unknown to him. Please fix this today or at least give us some kind of feed back today. Thank you.

Ticket # 120825-009727 DAY 18
CLOSED with no resolution, updated about 3 days ago.
CE items NEVER issued, I never deleted my first character, and never got my items. I swear before the 6 if I had actually blundered myself and deleted them, I would have just given up by now, but I didn’t. They just never came. CE was purchased at Gamestop and my pre-purchase serial was no different that the in-box one. If that makes a difference. Ticket was CLOSED after I updated. It was WAITING before then. Checked bank/in game mail thinking CLOSED meant they had re-issued the items. They had not.

ticket #120904-002878
Still can’t play, serial pre-purchased from buy.guildwars.com. My account says my serial has been applied, but the login server says “Grace period over”

Please review the following:

User Name: Misterx.6153 -> New Display Name: 603E9F12-3098-494C-94FA-4A62F441A1EB
Ticket Number: 120827-003725
Guild Wars 2 Link/Unlink – Info Requested
Updated 2012-09-10
Additional Information Sent Sept 6
Closed on Sept 10 per email sent (found in Spam), Ticket Status Re-opened Sept 10
Waiting over 6 days

Emails are now broken/unlinked to GW1 and GW2. Unable to log into either game
Unable to use email to log into forums, plus Display name is also broken, updated to above ticket number
Awaiting email response

I’m using a friend’s account to post, because I cannot access my own.

My ticket (Ref # 120907-006736) is now 5 days old, however the issues has lasted a week. I closed an older ticket because it seemed like I was not going to get any other responses (though now I think that may have been a mistake). The current ticket (see number above) received an automated and a personal response within a day or two, but I quickly responded that that was not the issue (it is not a username/password issue). My account email and info has been changed by someone else, not me, and thus I cannot access it.

I would really appreciate help soon recovering my account.
I know you folks have a lot going on, and I really appreciate the help. Maybe take a coffee break after you read this, but then, resolve my issue. Thanks!

Jbrown.5109

Ticket #120905-011072

Posting for a friend, 3rd time. He still hasn’t seen/heard anything and this is now a week old! He has not received any emails asking if he still needed help. Gaile please help this is getting a little ridiculous.

Thank you

My friends account got hacked. Posting on his behalf.

“120908-005390 – First ticket created, then I saw you had to do it under the Hacked account subject and you can’t change that without making a new ticket under my different support account

120908-006600 Second one, hopefully prioritized as a hacked account. I did follow the instructions. "

Mindrel.2375:

Calamity.5132:

Well…That really sucks. Why was my ticket skipped completely or not addressed? It has been 9 days now since my ticket has been created. Can I get some insight on this?

Incident/ticket# 120903-004443

Long story short: Bought 2x 800 gems, bought 2 inventory bag expansions for 400 gems each and a account bank expansion for 600 gems. Missing 200 gems.
1600 gems – 800 gems – 600 gems = 200 gems should be left, but are missing.

Here is my order history:
Order number: 27815033
Order date: 8/25/2012
800
Subtotal: $10.00

Order number: 28077874
Order date: 8/28/2012
800
Subtotal: $10.00

Please get this resolved ASAP. Until this issue is resolved, I am simply too scared to make another Gem Purchase with this screw up. Thank you for your time.

Put som perspective on it, mate. Thousands of people are unable to play, because they have been hacked. Don’t you think Arena Net should be focusing on making sure that everyone that has paid for the game can actually PLAY the game.

Actually, I am putting perspective into this. If you think that all these people are getting hacked is due to Anet’s fault, then you’re completely wrong. Anet’s database did not get hacked so the fact that they are spending a ridiculous amount of time to fix another person’s mistake is already over extending. I’d rather have them fix their own mistakes as opposed to fixing somebody else’s (weak password, spyware, keylogged). Although I do understand the frustration of people getting “hacked”, that’s not really Anet’s fault…

In any case, best of luck to those who got their account compromised. Still waiting on my ticket. Thanks

It’s been 14 days and I’m starting to get impatient. My ticket is 120830-011964. So far the only response I’ve gotten has been the automated one immediately after submitting it and the one assuming that all the game fixes have probably fixed my problem and do I want to re-open my ticket, which I did. I understand that hacked accounts are getting precedence but fourteen days is a long time to sit on a ticket, especially one that pretty much only requires a yes/no response on your end.

If you think that all these people are getting hacked is due to Anet’s fault, then you’re completely wrong

I don’t think Anet can whipe their hands of blame either.. allowing the email (login name) of an acct to be changed without authorization from the original is pretty poor.. If it was just a matter of “hackers” loging in people could reset their passwords and get their accounts back very quicky.. as it is all we get is an email saying something along the lines of..

“You email address has been changed we hope it was you”

and once that is done, there is no hope of getting a password reset done and getting your acct back without customers supports help, who are obviously overwhelmed and under staffed.

[Incident: 120910-005075]
[Incident: 120905-001814]

Account reverted to original email address after “resolution” of [Incident: 120905-001814 – Lost gold overnight] combined with [Incident: 120910-005075 – Email address has been changed, and Error 20] .

Guessing the person who changed it was ANet. Now I just need Error 20 removed.

Ticket: 120908-004730
My friend got his account hacked and email changed
Still hasn’t received any answer…

Calamity.5132:

Mindrel.2375:

Calamity.5132:

Well…That really sucks. Why was my ticket skipped completely or not addressed? It has been 9 days now since my ticket has been created. Can I get some insight on this?

Incident/ticket# 120903-004443

Long story short: Bought 2x 800 gems, bought 2 inventory bag expansions for 400 gems each and a account bank expansion for 600 gems. Missing 200 gems.
1600 gems – 800 gems – 600 gems = 200 gems should be left, but are missing.

Here is my order history:
Order number: 27815033
Order date: 8/25/2012
800
Subtotal: $10.00

Order number: 28077874
Order date: 8/28/2012
800
Subtotal: $10.00

Please get this resolved ASAP. Until this issue is resolved, I am simply too scared to make another Gem Purchase with this screw up. Thank you for your time.

Put som perspective on it, mate. Thousands of people are unable to play, because they have been hacked. Don’t you think Arena Net should be focusing on making sure that everyone that has paid for the game can actually PLAY the game.

Actually, I am putting perspective into this. If you think that all these people are getting hacked is due to Anet’s fault, then you’re completely wrong. Anet’s database did not get hacked so the fact that they are spending a ridiculous amount of time to fix another person’s mistake is already over extending. I’d rather have them fix their own mistakes as opposed to fixing somebody else’s (weak password, spyware, keylogged). Although I do understand the frustration of people getting “hacked”, that’s not really Anet’s fault…

In any case, best of luck to those who got their account compromised. Still waiting on my ticket. Thanks

Games that came out in 97 have better security than GW2. An url for changing the e-mail is beyond basic. The hackings in itself may not be Arena Nets fault, but their systems are.