Guild Wars 2

120826-008211 submitted 08/26/2012
Still unresolved, please fix the HOM issues soon close to three weeks now.

Thank you, GaileGray! Ticket #120826-004269 is resolved now, for reals this time.

Finally resolved. 8 days! Woot!

Important status is the last line

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.
9/11 Rerouted to the correct agent. Notified at 8:22 p.m.
9/12 Received email requesting permission to disable and reissue serial code at 6:51 p.m.
9/12 Issue resolved and verified at 7:44 p.m.

Gaile, thanks for overseeing the issue Posting to the Resolved Ticket thread.

Wifey is now happy, so I can be happy, too…

Hello:
Every time I sell something on the trading post it shows 0 money in the Trading profits tab. I sold some stuff yesterday and still shows 0 in the profit tab.

Reference #120910-000452

120906-003683 still waiting for an answer tnx in advance

Posted for my Hubands account Hexxus.1560

Hey GaileGray, can you help us a little more please. Our fear is that the case now reads Account Access Restored, and we cant change it, and that due to the amount of calls your Helpdesk is getting, we could see where IT might overlook it. Thanks so much!

Email received is not allowing me access still….

The specific log in error says “The email address you entered was not found”

“Subject Access Restored”
First of all, we want to apologize for the delayed response to your request. I understand that you were not able to log into your account properly. However, I was able to investigate and make some changes to your account so that you are able to log back in!

You should now be able to log in using the following information:

Information they sent is not allowing access….
I cannot log in to the game client or into https://account.guildwars2.com/ , I received this update 9/12/12 11:02 pm.

[Incident: 120908-007060]

Response Jurado via Email 09/12/2012 10:02 PM

Could it be because the Hacker is logged in and playing right now?
(We did update the case with this info as well)

120906-007244… been six days and now I have missing money again. I have changed passwords.. ran a virus check.. I have not heard a peep from you. I am tired of having to start over earning money and I am tired of having my account messed with.

120828-005612

created on 28/8/2012 – closed 4 days ago , reopened 3 days ago

120913-001172
Second support account, last one blocked/hacked. I’ve been waiting 5 days for the last ticket, I think I should have help for this VERY SMALL problem.

A new serial key was applied to my pre-purchased account and the mis-created account has been disabled. I am back in business. Thanks everyone for keeping me company. And thank you Gaile for drawing attention to my ticket.

Hello,

I write in name of my friend. He opened ticket ~7 days ago and did not recive any other response than “we will take care of it”. Please check status on ticket number “120906-009117” and give it some time.

Big thanks, Jakub

Hi,

My friend has been unable to access his account for over a week and a half. His ticket was opened 9 days ago, and there has been no resolution. A support agent said that he reset the password, but the provided password did not work. The game client just says incorrect password, and so does the Guild Wars website. His ticket # is “120904-003444”. Could someone check into it?

Thanks in advance.

Chris

Day 17, Ticket still unresolved, I did finally get a reply on the 9th, which asked for my serial numbers (info that I had previously given in the same ticket).
Not heard anything since I replied with the requested info and more.
I hope it wouldn’t be 14 days until the next response.

120901-005179

Going on day 13.

#120902-005108

Still waiting for my serial key issue to be resolved! hope it is by friday

“120830-012231, 120907-004743 We believe this was resolved as of 09/07; can you update us?”

I did not receive any new password at my registered e-mail address after 09/06. I still haven’t received a new password.

I can login to the support site with my e-mail address, so that address is correct.

Vvarg.6549

I’m posting on a guildmate’s behalf, he’s unable to log into his account himself since it got hacked and stolen.
So here’s what he wanted me to post, please get back to him ASAP:

Ticket made sunday 9 sept 18.15 CET
Hacked Account [Incident:120909-005038]
Account Name: Oreilly.9473

120827-001121
Over 2 weeks old.

120910-005932 common pls check my issue ! I want to get my game back!

I know the date on this ticket says the 9th, but I placed it for my girlfriend’s father on Saturday night/Sunday Morning at 3:40am so its pushing onto five. Here is the ticket number:
120909-002299

I have provided as many details as possible as in my numerous updates to the ticket on my account. I would like a response back ASAP as his character was moved over to a FRENCH server.

Ticket: 120906-003223

I updated the ticket asking if there was anything I could do about recovering some of the items lost when my account was hacked. It’s been about 5 days since I have heard anything. My support account was also banned.

120906-005220

1 week today

GaileGray.9587:

Please please read and heed the subject line. Please only post if your ticket is five days old or older. Here’s why: If you post today and your ticket is 2 or 4 days old, I’m going to skip it in the review process simply because we want to get help to those who have been waiting longer. Then you’re going to think you’re in the review queue, and you will not be.

I cannot respond to each of you individually, but half of the tickets being posted here are 4 days old and younger. Please only post if you have been waiting for 5 days or longer. By the way, this timespan will decrease as things get caught up, but for now, it’s five (5) days.

Thank you for understanding.

This is a joke right?

It has been 10 days. DOUBLE the time of your asking 5-day unresolved ticket.

Ticket/Incident: 120903-004443
Created: 09/03/2012

Finally 9 Days and its sorted I have my account back.

Ticket number 120908-002770

I have a hacked account and got a reply back about it being restored but it is not available. I sent in a new response but still waiting as i have not received a reply as this account is not available.

I am waiting for the email address to be changed back to the one specified in my support email.

I am sending this in for my real life friend.. IRL… he like owes me beers for this but I want him back in game

Sight.2670 is the account that is not available..

PS I AM DOING THIS FOR MY FRIEND AS HE CANT POST

Hacked account

120910-006732
120909-004791

These tickets address the same issue and should be merged if possible. This was due to conflicting instructions given and my BF is now updating his tickets to try and get a response. It’s now 5 days since he opened this and no reply at all, despite my posting in another thread for some attention on this once it had passed the 72 hour mark.

Still waiting for a confirmation mail that my ticket is acknowledged by the CS team. So yet again, I post in this mail my Ticket # 120905-004239

Support request about account name change:

120829-016223

Ticket was submitted on 29 August

Have had no response past the automated reply that the ticket had been received , and the ticket was closed on 10 September

I don’t want to repeat the details here.

My boyfriend’s account was hacked on Saturday night. He got an email saying that somebody has changed the email address on his account and he has no access to the game or the support site.

He opened a non-priority ticket immediately after it happened and a priority ticket the next day after reading the correct process to report a hacked account on the Guild Wars 2 wiki.

After hearing no response until today, he has been sent two separate emails from Bethany (Guild Wars 2 support) saying that each ticket has been closed for being a duplicate. He has responded to both via email but we are not sure if the tickets are still being looked at or if he is in ‘line’ to get any support at all!

If another support staff could look at these tickets and let us know whether they are still open and what he should do in order to get his account back I would be most grateful.

I appreciate that the release of a huge title like this inevitably puts an insane amount of work on all of the support staff and we are both very grateful for the immense amount of work the support staff must have to wade through but he is understandably concerned that after waiting five days for a resolution that his ticket is no longer being looked at.

All of the relevant information should be in both tickets, including account name, email address, serial number, character name, character level, guild information e.c.t.

Tickets:
120909-003222 – The first non-priority ticket he created on Saturday night
120910-004625 – The priority ticket he created the next day

Hi, I have been asking for help in order to link my GW1 and GW2 accounts since Sep 3. And on Sep 6 I recieved a reply asking for information in order to proceed. I gave this information, and waited. Today (Sep 13) waiting for a reply, wondering why it takes so long, taking a quick look and it said that my ticket is “Closed”. Needless to say im feeling aggrevated by this and I just want my accounts linked. I opened it up again at ticket number “120903-006262”

Still waiting 120908-003904

Hello, I’m writing from my friends account, because my own was hacked on 9.09.2012. My display name is Arhived.7862. I wrote two tickets, Incident: 120909-002892 and 120909-002845, but still got no response. My char is online it was transfered to another server, my guildmates see him every day. Can someone from suuport team please help me, or at least contact me and tell me why can’t I restore the access to my account. Thank you.

“Hi,

I am posting this on a friends behalf as his account was hacked and is currently disabled.

He has posted a ticket, but has not heard anything for over 5 days – not even a response. He has followed the guidelines for hacked accounts as requested.

Username: Pixelmoon.1502

Ticket Ref: 120909-004834

Thanks”

9days and counting,

Maybe i should open a new ticket see if that helps

My friend has been waiting for 9 days for a response to his ticket to get his account back.

This is his support ticket number he got : 120905-003517

Seriously please fix this for him. 9 days without getting his account back is pretty bad customer service.

Ticket #120907-005479 (from one of our forum members who doesn’t have access here atm) just passed the 5-day line.
He initially created multiple tickets, at one time even closing the original one. But then he re-opened the original ticket and added all info to that one. I hope that didn’t cause any additional delays in processing.

Please let me know what I can tell him.

Hello,
My ticket was submitted 9/2/12 and was re-classified to another category on 9/4/12. I have not had a response to my ticket or e-mails since and I cannot update my ticket as it only tells me “Permission Denied” when I go through that option. Please help. I want to play again. Thank you.

Incident: 120903-002460

Can you please review my status on Incident 120909-006216. I am posting this for my son who had his account stolen 5 days ago. They stole his GW1 and GW2 account using the non verified changing of his current email address.

Hi,

I submitted a ticket on 25 / 08 / 12 about HoM rewards and account linking, I have only had pre generated responses telling me how to link my account or to say that you apologize for the wait.

Incident : 120825-036680

Gaile

Thanks for posting the updates regarding account issues.

I was wondering, since you already have a topic “Account Issue Updates – Posted Daily”
Could it be possible for you to post updated ticket numbers there or creat a new topic regarding updated/resolved ticket numbers? I think that it makes more sense, since in this thread it changes daily, and I find that I have to search the pages for your Ticket Number updates; to figure if my guildmates ticket number is there or not

Just a suggestion…as I’m sure that I’m not the only one doing the same thing

Thanks

Segna Bora

Ticket opened 8 sept.

Got an reply, 12th sept, replied back just minutes after, been some hours since that now.

Forgotten the ticket?

120908-006021

^^^
I opened a ticket on September 3rd. No response at all. You’re concerned about waiting hours???

ticket: 120903-013436

@pajacs.4812

I’d suggest that you actually read what Gaile posted (maximum wait is 5 days), the support team are not miracle makers, your reply to your ticket is now in que.

there are other people that have been waiting since August for a response and resolution.

My guildmate submitted his ticket Aug 27, multiple replies, ticket was closed Sept 10, re-opened Sept 10 as nothing was resolved, a separate issue occurred Sept 11 and is still waiting for a reply/resolution

Patience young Grasshopper….

^
True i have gotten a response, but no solid help that resolves my issue, and the ticket is still unsolved. Still been over 5 days.

I’m more concerned that hacked accounts which are supposedly a priority are taking 5 days+ to address with any form of human contact

This gives plenty of time for the hacker to put more sanctions on the account by spamming (and being reported) along with giving more time for a hacker to log in to an account, sell all the items, gear etc and cause more disruption to the player…

edit – ticket numbers again :
120910-006732
120909-004791

Original issue created over 5 days ago (around 10am GMT), created second ticket after reading instructions to do so, before realising this instruction had been u-turned.

Hello

I wrote it for a friend who does not have access to your account

His account has been hacked (e-mail/account name changed) 6 September or you can say that it is already a week without an account
Here ticket number: 120907-004649

I’m posting this for a good friend of mine who has had her account hacked and stolen. The email address and password were changed preventing her from even posting here.

It has been 5 days since her ticket was opened. No response yet from customer service.

Please act on this issue asap!

Hi,

I know you guys are doing your best to answer tickets and so on relating to hacking and banned because of hacking, but I thought I would be best posting my ref for my ticket as I have now had my ticket open and unresolved since the 05/09/12.

I have subbmitted all the information and been waiting a response I am not 100% sure if it helps posting here but there is no harm I guess =)

Ref: 120905-002972

kind regards,

Below

Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.

120908-000014