Guild Wars 2

bumping this, so sad i cant play

Hi Gaile,

Hope all is well.

I understand the support team is very busy, but I’d really love to get a response to my ticket. They asked for a lot of additional information, and I provided all of that completely and thoroughly. Since then (09/09/12), not another response has come through. In total, this ticket has been open since 09/04/12, and the issue still persists. I had hope that the gem purchasing issue was resolved after gem sales were temporarily suspended, but it doesn’t seem to be the case.

I don’t understand how both Paypal and my credit card are failing, the two being very much unassociated. My Paypal is directly linked to one of my bank accounts, so, and thus, doesn’t draw from my credit card at all.

For reference, my incident number is: 120904-004130

posting on behalf of my brother, who is unable to log in. his ticket number: 120911-001278

GaileGray.9587:

On today’s list.

:(

GaileGray.9587:

Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.

280 dollars of fraudulent charges is now “silly”. My bad, Gaile.

My friend was hacked and cannot post in the forum’s since he has no account to play now. His ticket id is 120909-003158

I am stuck on updated for resolution status. Does that mean my son will get his account back soon?

zenorau.4927
#120908-005767
Still waiting on a reply/resolution

Updated only denotes that either you or they have made contact since your initial posting of the incident.

GaileGray.9587:

Ticket Updates — 13 September 2012 — Part 2

120908-000014 Escalated for review.

Thanks!

Brown.4206:

GaileGray.9587:

Ticket Updates — 13 September 2012 — Part 2

120908-000014 Escalated for review.

Thanks!

Glad to see you were able to get yours acknowledged and addressed.

Whistler.7492:

Brown.4206:

GaileGray.9587:

Ticket Updates — 13 September 2012 — Part 2

120908-000014 Escalated for review.

Thanks!

Glad to see you were able to get yours acknowledged and addressed.

Me too, just got an email asking for more info so she wasn’t kidding. Good luck with your ticket as well.

My first ticket was writed 5 days ago, where is the answer from the support? I need to recieve my account back as fast as possible cuz its my brother’s birthdat present and he (I am) is guild leader of one of the fameous guld from the guild wars 1. Now he can’t uprade it and it’s going down. Please, do something with it as fast as possible. My last refference is 120912-006007. With regards.

There is a thread for incidents that are 5 days or older. Post this there.

If it has been 5 days, you need to post it in the sticky thread for incidents that are 5 days or older.

Thank you so much the account is back for guild wars 1 & 2. Hugs for everyone !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Okay this is really stupid. The account has been hacked again. No keyloggers, new email and very long password. I think this i hope it was you email crap is such poor planning. Please reopen the incedent and get this fixed today or tell me where i can get a refund for all 4 accounts I have purchased for family. Gaile please see if you can fix my sons account. He is one sad kid. I was told that this is the place to post after 5 days. Can you please review my status on Incident 120909-006216. I am posting this for my son who had his account stolen 6 days ago. They stole his GW1 and GW2 account using the non verified changing of his current email address. The status is at updated right now.

#120906-001074

Friend has had his account hacked for 8+ days… hacker spent 30 or so hours straight on his account the past 2 days til presumably banned…

many many thanks

~Hybrid

Edited by moderator: Reason: Editing staff call-outs from the post

REALLY? WWWWOOOOOOWWWWWW… if you put more mods at work on your hacked account debacle and less on editing complimentary posts then maybe this post wouldnt be 20 pages long…

Hi, my ticket has gotten the run around for 18 days now. I’ve gotten a couple replies from support (all form letters), but no real responses after I provided the info the form letter requested. I’d appreciate it getting looked at, thank you!

Ticket number = 120828-001273

Hello Arenanet,

Posting on behalf of my friend who got the account hacked about 5 days ago. Ticket number #120910-000015. Hope you guys will be able to look into it asap.

Thanks!

GaileGray.9587:

Acrux.4725:

Hello Arenanet,

Posting on behalf of my friend who got the account hacked about 5 days ago. Ticket number #120910-000015. Hope you guys will be able to look into it asap.

Thanks!

That ticket is 3 days old. Please post in two days if he still needs help.

Hi Gaile, thanks for the reply, he said he raised this ticket on Monday, I guess i’ll repost again tomorrow thanks for your help.

Posting for a friend.
Incident number: 120908-001725

My friend has waited six days, he has received an update saying his account is under review.

He would like to know how much longer he has to wait?

Gaile and the support team

Thank you for all the hard work that you are doing.
and on behalf of the Guild Wars1/2 Community we are sorry for all the abuse and crazy hours that we are putting you through, the game has only been out for less than a month and stuff happens….

I’ll pass the info to my guildie, he’ll be more than elated to hear that his waiting is going to pay off…..

GaileGray.9587:

Segnabora.8942:

Hey Gaile

Just wondering if my Guildmates Ticket (see below) has been put onto the prioritized list of ticket numbers? He’s a patient bloke and just wants to get back on line, or else he may have to start playing NHL13 (since there’s an NHL lockout now)

He knows that the major part ATM seems to be the disconnected emails for GW1 & 2, but the original ticket was mainly based on the linking of GW1&2, but since the request of information it seems as though this ticket has either been swept under the rug or not placed into que.

Can you please send out an update please, as this ticket seems to be dragging past a week (Sept 6)for the 2nd request of all information (GW1&2 codes). Please let the CS know that one of the emails listed in the Ticket is no longer used, and it states that the master account email is correct (this maybe the reason that he is not recieving emails about the ticket updates)

Thanks for the great work….

Segna Bora

Segnabora.8942:

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

On today’s list. Hope to have an answer by tomorrow.

Ticket number: 120909-001112
Updated: 120910-001112

It is now 14/9 in Australia and I have not yet heard from anybody. This is my brother’s account I’m using. Please help!

been in the queue since 9/5, ticket #120905-010590

last response from you was 9/10

GaileGray.9587:

Inviction.2945:

Gaile please help me out. 12 days now, with not 1 reply from support. Ticket number is 120901-009025. Seeing people who may have waited much less time getting help is really frustrating me.

I’m looking at your ticket and it makes my head spin. Mostly it looks like you have two issues that we should help with: a means to link the accounts (where you created two accounts) and the restoration of missing CE items.

If that’s the case, the CE items were restored at some point, and I believe they may be restored again at a later date, but I don’t know that for sure, nor when it might happen. The most critical thing, I think you’ll agree, is linking your accounts. If that’s what you need, please let me know.

The main issue is my collector’s edition key was applied to the new account instead of my head start and beta account. Then new account has the collector’s edition items so that’s no problem. It worked properly. But the problem is it’s not the right account. Thank you for taking your time to help me though. It is what I need.

Incident 120903-001548.

It has now been 11 days since my account was hacked and 6 days since it was returned to me and I requested either a credit to my credit card for gems I just had bought before the hack occurred or a return of the gems. I provided the order number for the gems in the incident report.

Also, I appear to have lost my CE items too when I deleted my first character.

Thank you for your help.

Didn’t see an update for this today, so bumping from page 15. Thanks for all your hard work!

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)

Posting again now that the ticket’s 5 days old properly, instead of 4 days and 20 or so hours.

[Display Name: rekohunter.3659]
[Incident: 120908-005311]

Some sort of status update would be nice.

120908-000760 My brother’s account is inaccessible for some reason. He bought the game from gamestop out of the box. HE registered the serial key, and played the game for about a week. Then one day he went to log on and it said “The email address you entered was not found. if you have an active game account, please try again.” Is this what it’s like to get hacked? Or whaaat?

7 days old.

Hi, I made a request to reset my GW1 account so I can go back to do Hall of Monuments and link my account go GW2. My request was sent last week with the original CD Key that came with my account. I didn’t even get a “We are working on it”. I know you guys are busy but it would be nice to at least get an acknowledgment.

Ticket 120906-007794

Gliese.4317:

(In reply to Vanadiel)
Only way that could still happen is a key logger or something that is capturing your information while remaining undetected.

Unless of course the issue is on the server end, not the user’s.

Bugs in the authentication system locked my account for hours during the first week. My system has never been compromised nor was my account and password an issue.

Just one example. There are a lot of ways for account data to be compromised without user error or user system issues.

to Gaile and the support team

Thank you
Thank you
Thank you
Thank you
Thank you

I appreciate the time you took to fix my account….

MisterX

ticket number 120909-001482
5 days has past, my friend still cant login(account name changed)

Saw a bunch of issues that were resolved even though they were posted after mine so just making sure my post doesn’t get lost. It’d be awesome if we could get a response at least.

Ticket No. 120909-000661
HACKED: Sept. 8th, 2012
Account Name: EnrAged.5284

[Incident: 120902-015078]
Serial Linking Issues. I would really, very much like to play this weekend.