Guild Wars 2

That’s great, thanks so much for taking the time to reply.

Gaile,

I need to callout your support team on this one. Despite repeated requests from you and other support members to update our tickets with information instead of creating a new one, it is obvious in this case that the entire ticket was not read.

Ticket number 120830-000500

I was hacked and had my account restored on 9/1. However, I have also had trouble with the Guild Wars 1 linked account (I think it isn’t linked to a real GW1 account). At the time I thought it was related to the hack, so I had both issues on the ticket. The latest response from support was that they “restored” my GW2 account…which did nothing other than forcing me to change my password again. I still don’t have a properly linked GW1 account.

If we’re going to be told that the best practice is to update our tickets and have to deal with repeating ourselves from automated replies, then I’m sorry, but the support staff is going to have to do more than skim all the text created by this process. It’s especially ironic that the automated reply correctly updated the title of the ticket to “linking issue” and this person didn’t even read that!

My friend got hacked a couple of days ago.

His name is dodiloda.6721 and the reference number he gave me is: 120908-002629.

The hacker must’ve changed his e-mail, so he can’t retreive it through that. He needs your help to restore his account.

Thank you

[Incident: 120907-006923 Updated 09/07/2012 ]
Reposting here (from the merged hacked/banned thread) as it is still an open ticket.

I was hacked sometime between the night of the 7th and the morning 8th of September.
Submitted a ticket, after a couple of messages back and forth I got a responce this morning, 9 Sept, at 7:30 informing me that my access is restored. Attempting to log on for the first time at 8:30, I received the same error of ‘suspicious… account hacked… etc…’

All that actually occured was they changed it back to the original email I used to create the account (after I changed it to a new one upon discovering I was hacked) and issued me a new password. I ‘m guessing it’s more likely they forgot to press the button/enter the code/or whatever it is that restores my account rather than I was re-hacked within an hour with the new password they issued me.

As a side note, this line “Please be aware that the Support Team is unable to restore any missing characters or items,” caught my eye. If I do sign in and everything I have is gone am I just SOL, or is there a different team in charge of that?

On a second side note, I’d be more than willing to buy an account authenticator if it means people aren’t stealing my account. Had one in WoW and SWtOR and have never had either of those accounts breached even once.
Might consider adding those in sometime in the near future.

GaileGray.9587:

DABhand.2079:

120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

This is also far behind the norm, and we’ll take a look at this today. Please note, threats of legal action do not move your ticket to the front of the queue, nor do threats of charge-backs or BBB complaints. But right is right, and unless there’s something additional that I cannot see in your notes, this should be addressed very soon, with our apologies for the delay.

It is good to get some type of response. But unfortunately it has gone beyond the simple help I required.

Please take note that my last update to the ticket was not a threat in a way to escalate the ticket, but was my right to do so and ask for a full refund.

After the fiasco of what is happening to people losing real money by illegally storing the 3 digit security codes of credit cards, I am not happy to have my information on your servers/network.

The whole launch in my honest opinion has been a disaster, in all types of fronts, people understand MMOs will have some problems in the beginning but Anet takes that to a whole new level. And you are planning an expansion soon to include 2 new classes and a new race, perhaps get everyone working on that to stop and do some in house cleaning up and help people, would be the best idea right now.

Ujaya.1925:

Hello,

My guildmate and I pre-ordered the collectors edition, when she applied the permanent key to her account, it showed that it had been applied. She can no longer log in to the game or post on the forum because her account says that she still needs to buy a permanent key.

She submitted a ticket for this a week ago and has heard NOTHING. This is very poor customer service, made all the more annoying for the amount of money she spent on the collectors edition.

The following is her ticket number:
Ticket #: 120902-000208

Please have someone reply to her ticket or provider her with a method to obtain a refund.

Thank you.

My guildmate still has not had a reply on this ticket, created 9/1, either automated or from an actual person.

To prove that I’m not exagerating:

Hacked Account from 5th September
120905-004759
120905-008912

Active Ticket #120906-004893

E-mail changed without permission, hacked/ locked.

I closed the first ticket as I typed it franticly while in the middle of being hacked Thurs morning and replaced it with the one above with the correct info.

I have to say, it’s been a horrible experience having this happen while you’re playing. – the feeling of helplessness as you see the message “a user has logged into your account from another location” as you DC to login screen. Then racing to change your password only to see “This e-mail address doesn not have an account”. Worse still is getting that e-mail from customer service letting you know your e-mail was changed and they “hope it was you”.

Having no personal update for days burns just a little more since I witnessed it live – it’s like screaming for the police since Weds night.

I know your all doing what you can, so thanks in advance.

Posted from my wife’s account.

Support Tickets
#120905-006021
#120905-006971
#120905-008484
#120907-007363

Hacked 9/4 on my other account and still no correspondence or help aside from an auto-response on two of the tickets. I can’t access forums or update/consolidate these tickets because the email was changed for that account.

Honestly, I’ve never felt so helpless or ignored by a game company. I couldn’t even post for myself until I gave you another $60 today. That’s just really bad business to not to give paying players an avenue to communicate you with you outside of an account with a registered email – when you know hackers are changing the emails…

Support ticket
[120906-009439]
Waiting for response since Thursday. My boyfriend bought and registered serial at the beginning of July, after beta tests and10 days of play he got kicked from the game, no informations via email or GW page, just errors 122, 21 and ‘transaction in progress’, we need to know what’s going on, did the vendor sold us bad serial code, or it is an error in your database or so?

basically i belive my account was either hacked or permantly banned for someone trying to hack it or i have done something ingame wrong that i am not aware of. i enjoy the game and want to continue playing i made two tickets ( hacked account) 120905-005329. this ticket got a reply saying do this and that change password so i did this, but the permantly ban is still there, i now have tried to follow the instructions to continue the ticket incase it has not completly helped me. Basically it asks me to log into account support i can not do this for the reason it has been disabled so i can not use it.I made another ticket (first 1) 8 days ago (120904-004945) i still have not got a respone to this ticket it discusses overall what has happended. little upset with the long wait but i have patience with the support team. i thought i should post on forums hopeing a support team will help me with my overall issue, if i need to list some details my email etc and 1 of my character names is morgarna vine or, nikkix. if a anet moderator or higher in the team needs some details like my serial code im a capable of sending them it thanks for your time reading this please get back to asap.

GaileGray.9587:

fortunae.4169:

GaileGray.9587:

DABhand.2079:

120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

This is also far behind the norm, and we’ll take a look at this today.

Hi Gaile,

I’m really not trying to be confrontational but could you folks please give us at least some indication as to where the team are in terms of tickets being “looked at”? Given that I (and, from what I gather looking at several forum posts, others) are now past the 72 hour mark and haven’t had any response whatsoever from a CSR, it’s getting pretty frustrating.

Thanks.

It’s a fair question. I’m going to see if I can get an update about that within the hour.

I’m guessing that’s a no, then.Thanks anyway..

Trying here too. Waiting for 12 days now. Ticket 120828-008637.

Hacked Account. States that i sold ingame stuff for real world currency.

12 days…

@ GaileGrey – Just Checking to see if my ticket had been looked at

its been hacked since 9/3/12 thou my ticket has been submitted on the 4th, after finding out that someone had changed my email. stating that hopefully it was me who changed it prompt me to submit a incident ticket.

here are my tickets:
Incident: 120904-008725 – Submitted on the 3rd(first Ticket) placed under hacked account.

Incident: 120906-010903 – Submitted in reference to the first Incident:120904-008725 – which is placed a Hacked account option.

Incident: 120905-001803 – submitted in reference to the Incident:120904-008725 – Given with a Heading Status Check of Hacked account, which is placed under “Ask a Question”.

i am not able to go into my main account to delete extra ticket because my email has been changed. this account is my brothers account which i’m using to check on the forum. I’m really hoping that you could help me.

thank you,

Account is Zhaunil.6152
ticket #120907-005946
I am seriously close to just uninstalling the game. This by far has been my worst experience with customer service of any mmo I have played. My account wasn’t hacked but I still can’t play. This is something that would have taken a few minutes if you had a account phone service. I understand there are high volumes but I paid for a game and broke no rules and still can’t play. I hope this matter gets resolved quickly.

The team is probably swamped, but here is my ticket #: 120905-001153
It’s a seemingly simple issue, but I fear it will be forgotten in the midst of those getting hacked.

Is there a more official/up-to-date list of tickets that have been addressed?

STILL waiting to hear back about #120826-004269. Is it being worked on? Is it being ignored? What’s going on, Gaile?

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. (will repost periodically as needed)

And so another weekend flys by and I’m still unable to play, I know CE boxes were limited, but I didn’t know that it reffered to the level of support we would be getting.

Why are serial code problem not seen as important over Banned accounts? We haven’t tried to use exploits we haven’t offended or abused anyone in game, we are just victims of a poorly made account management system and yet we are seemed less of a priority than someone that is abusive or has tried to use an exploit.

As someone has already sugested just turn our pre-purchase account back on for now, so we can play until you have a fix or time to implement one. that way everyone win’s and you would have less demands for refunds..

Incident: 120905-008595 Hacked Account

Day 6 Still waiting …………………………………..

Ticket 120904-003186 was resolved last night, thank you
It was a hacked account where they changed the e-mail, keep your hopes up!

I am posting on behalf of my brother…

Sorry about submitting another ticket (the first one was wrong).

Incident:120910-001568

(he was hacked and filed a ticket straight away)

Ticket # 120905-004239

Hi Gaile,
I sent a ticket in last Wednesday and the status is still unresolved. Can you please look in for me? It’s about my mistake deleting DDE items the minipet and the tome of influence on another character at headstart to reserve names. I know stupid. But if you could look into this, or atleast that a representative is updating my ticket that would mean very much for me.

Looking back at these 10 pages you (as in yourself and all of ANet) are doing a good job to help customers in need. Never ever in previous MMO i saw so many red posts from the CS/Dev’s. My I take my ringmasters hat off for you all

still waiting 120830-012793

Reference 120831-007176
Open since 2012-08-31
Last update 2012-09-07

The ticket has been approved and the status was set to solved, but nothing changed.
As of today, i’m still waiting for a solution.
Please review the ticket.
Thanks in advance.

Real-World Money Your account has been permanently terminated.
120901-001243 Closed 08/31/2012
NO RESPONSE in a WEEK so I made a “PRIORITIZED” ticket

120908-001074 Updated 09/07/2012
Its been 3 DAYS NO RESPONSE! Great Customer support.
I really like it when you pay for something and don’t actually get what you paid for. Whats the word for that… Maybe there was small print? Comes with free perma ban?

You expect players to stay positive when you tell them tickets are responded within 3 days… and instruct them to do so in a certain way to speed up the flow. After 10 days and not… Whats the point in even ranting its not like they already have your…

Hi,
I’m asking for a friend who can’t even login to the forums anymore.

He sent a ticket on the 31.08.2012 (8/31? sorry, German here, but having her own issues accessing the german forums ^^°), ticket 120831-013908.

He successfully changed his password, which resulted in him not being able to use any of his passwords (neither the old one nor the new one). Recovery-system apparently doesn’t work, he correctly put in his data several times – without success.

Any information on how to resolve this issue would be appreciated.

Ok, so here is the case of my brother who could regularly play with me from 3 day head-start and on one day, when he wanted to play again, he couldn’t login into game with those errors: 122:4:5:1270, 21:6:3:2114.
He opened his ticket on 09/06/2012 although problem occurred day before (he was waiting because as we may all know, there were constantly some problems). There was even answer to his issue but it was only auto-response which didn’t help him – he couldn’t disable auth because there was some error on recovery page after submiting.

So right now he can’t play. I can’t play with him. And there was no help from support (I won’t count “bots” as help because what they say can be found on support page or wiki).

Here is ticket number: 120906-010197 and please do something with it.

Hi AreaNet,
please help my friend with his HACKED ACCOUNT
(Hacker changed his Email, 5th September at 14.51)

Accountname: pAvO.1054
His first Ticket: 120905-009559
His second Ticket (updated) : 120906-010534

Thanks for taking your time to fix this. Hope he can play soon.

I still haven’t heard a thing from any CSR about my ticket that was opened last Tuesday. I see other people posting in the forum, saying that they too have the “unauthorized access” message in their launcher, and they seem to be getting back in the game within 48 hours or even sooner. I would really appreciate an answer as to what’s going on with the communication, or lack thereof, here please.

Going on 10 days now, would really like my serial key issue resolved…
tickets in signature

I’m only going on 8 days :/ but I’d appreciate it if my serial code issue can be resolved as well.
Ticket #: 120902-013802

Incident # 120907-003533
Posted 9/3/12

My account has been hacked and has been permanently banned for over a week and a half and I have not been able to play. Now when I try to log in, I am told my account has been “deleted” due to violations. I have received the blanket email, have replied to it, and have changed my PW, but still cannot get into the game and still have not received any other replies or information. Hopefully my characters have not all been deleted as well!
Any help and/or information will be greatly appreciated! Thanks!

Original ticket submitted 8/30: 120830-008691
The ticket was escalated on 9/5 but this still makes it 11 days since I lost access to my account and 5 days since it was escalated without hearing anything back. Can I please get an ETA at the very least?

Iordgonz.1352:

@ GaileGrey – Just Checking to see if my ticket had been looked at

its been hacked since 9/3/12 thou my ticket has been submitted on the 4th, after finding out that someone had changed my email. stating that hopefully it was me who changed it prompt me to submit a incident ticket.

here are my tickets:
Incident: 120904-008725 – Submitted on the 3rd(first Ticket) placed under hacked account.

Incident: 120906-010903 – Submitted in reference to the first Incident:120904-008725 – which is placed a Hacked account option.

Incident: 120905-001803 – submitted in reference to the Incident:120904-008725 – Given with a Heading Status Check of Hacked account, which is placed under “Ask a Question”.

i am not able to go into my main account to delete extra ticket because my email has been changed. this account is my brothers account which i’m using to check on the forum. I’m really hoping that you could help me.

thank you,

Hello GailGrey,

I just want to say thank you for looking into my account. I finally have it restored, although i still cant log in because of the password.

i was wondering what steps to take as i am still having trouble logging in. I’ve tried the password reset method but i’m unsuccessful. what should i do at this point?

Incident: 120905-001803 is now listed as Account Restored. Sent by GM Sirius B.

thank you,

UPDATE: my account has now been restored, although i still dont have access to the support channel but hey at least i can log in now. thank you very much for helping me.

Hi,
i have download the game in my holiday in new york city for test my new pc and see the game,but dont have play, i have only block my name character.
now in my home italy this is written:
“your Guild Wars account has been terminated for engaging in or assisting with gold or tiem sales for real-world money, which is a breach of the User Agreement and Rules of Conduct. This action is permanent.”
I dont have change gold or item for money… Is incredible error!!!
I have open ticket 7 days ago but the service not responde me…

is incredble i have buy for this game and I have not been able to play…
i have lost 2-3week and the support dont response me for this simple problem…

I’m losing many weeks of play cause to the very slow service assistance and for a bug or exploit for hacked account …
is incredible to have bought the game many months ago and then not being able to play …
I understand that you are full of ticket but you should prioritize to those who have paid and can not play for reasons not own ….

because of the delay I hope your service hope to be rewarded in game lost all these days ..

Ticket number
120904-000216

It’s day 14 in the Big Guidwars house and the house mates are hanging around in the forum’s discussing their serial keys issues.
The Diary room appears to be locked I guess the support team don’t want to talk to anyone today.
Nerradus sends himself an email, yep the email address seems to work perfectly.

It’s now time for todays task, if the housemates can complete the task in the given time, they might get extra cupcakes.
The Task, recreate your character using mashpotato!
What do you mean you can’t remember what they look like?

Hello,
I am posting this for a friend who was hacked about 5 days ago. we have not heard anything in a few days, can someone please look into ticket #120905-011072.
Thank you

i want to no what they consider as old 120905-010289

Thank you to Anet for getting my account unbanned. I know you all have been busy and have had to deal with a lot of problems. So again thank you.

please can you have a look over this ticket.
120903-006587

Please look over this ticket, just want to buy gems already.

Incident: 120904-009514

Submitted a ticket on the 2nd, had my account returned to me but never lifted the ban off it, can you please lift the ban so I can play?
120902-016796

So I got my account email back and I’ve changed all the passwords, however I can’t log into the game client because of access by unauthorized individual.
Thenas.8563
Incident: 120903-007670

7 days…

120904-007184

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.

Still nothing, via email or otherwise.

120905-001299