Guild Wars 2

Is it possible to “reactivate” my banned account with a new code? I received full refund from seller, and just thinking about it. Im not interested in making new account and completing the game again.

I have added a new code but you guys said my account cannot be reinstate.. may i mnow why?

toocute.1759:

I have added a new code but you guys said my account cannot be reinstate.. may i mnow why?

I’d contact support. Esxplain why you needed to add a new code.

Contacted them.. got a reply by gaile saying my account cannot be reinstate

Gaile Gray.6028:

If your account was closed due to reasons outside your control — for instance, you were sold a code that was purchased using a fraudulent or stolen credit card — the Support Team may be able to help you re-enable the account.

Your first step, though, may be to see if you can add a new code to your existing account. If the fraudulent code was removed, you may find that you can add a new code. Give that a try first. After that, if you are not a fraudster (sorry, I need to say that!) and if you can establish the details that led to your account closure, contact Support for help.

Does this also apply if a family member or bank charged backed the transaction accidently? As this was outside my control and was done before I could do anything about it.

toocute.1759:

Contacted them.. got a reply by gaile saying my account cannot be reinstate

Did you explain whole situation correctly? Or its just no becouse no? :S

I have no idea, i asked gaile about the serial code etc, but he did not answer me. Still waiting for support to give me a reply. They just updated my support ticket to Duplicate but did not reply to my serial code question.

so,how to speak to an Support agent?submit a new ticket or make a phone call?

Gaile,Can i ask a question?
5 of my friends buy the code in the same store,and one of them have been told using a fraudulent or stolen credit card and others are worry about that now.
Although they are not banned now,they want to buy a new code from buy.guildwars2.com/en/ to make sure they wont involve into the issue like this
we dont care about the $60,we would like to pay the money to support the game
so can we give our account a second code when the first is still ok.
we are worry about this and dont want to wait for a long time to speak to the support agent,the last thing we want to see is the final answer of No reinstatement

quote:
“When an account is closed, it is not possible to stack a new (even if it is valid) Serial Code to it. The only way to regain access to Guild Wars 2 again is if you create a fresh and new account with that new Serial Code that you have purchased. To create a new account, you will have to register your new Serial Code here: https://register.guildwars2.com/
"
-support agents Alvarez, Arreaza

Both of them ctrl+c-ctrl+v that text, im not sure if they are going to speak or discuss with me without copypasta, so please, answer me, is it just sort of inadvertence or misunderstanding? Finally, is it possible to re-enable my account?

121029-001232

If your quote from ticket is overall rule, then I smell many that lost their insane chars on accounts simply leaving game, becouse 99% of those banned accounts are beeing owned by victims of unathorized game sellers, not by people that steal credit cards etc.
But its your call, if you want to loose players no problem, theres plenty of other games that people will jump into it instead.

There are “many” people having a problem with accouns they unknowingly and without intention purchased at a Reseller that commited credit-card fraud.
Most of us did researches before the purchase so they thought the seller can be trusted.

We did not and didnt mean to commit a fraud. We wanted to save a little money and when I purchased (for example) the website itself didnt sell copies. I dont remember why. But thats why i (we) purchased elsewhere.

We are willing to help to solve the problem.
We are willing to pay again.
We know we didnt do the most intelligent thing.

We just want to continue our game where we left it. Our Story.

If you close our accouts permanently we would have to start over. Many will be not willing to do so. Not because we dont love the game. But because it breaks the immersion. Because it breaks our storyline.

I didnt mean to harm the company in any way. I didnt mean to cause trouble or work.

I want to play my story. In your beautiful game. Even if I did something not so intelligent. Please let me.

Thanks
D. (a player.)

I got final answer from support and its a: No you cant reinitiate old account with new 100% working cd-key eventho I did put all details how whole situation happend.
So I guess im more like done with this game, if they/you/we cant treat your players way you should, its just sad.
Really feel sad for ppl that lost their chars like me.

That is really a shame. Even more so that it is said it should be technical possible but they just dont want to do so. I dont get why.
It should be more than clear now that there has been a huge ammount of people who accidantely purchased keys that where conneted to the fraud.

We dont want to fraud you! Why should we take steps to contact the support than?! We want to make things up that went wrong. Let us do so please.

Asking support now if the character transfer between accounts is possible then.

If they can’t restore deleted characters/items/gold, I highly doubt characters transfer is possible.

The main problem I have now is, if I can’t restore my account, what about my working serial code that I have bought again and register it under my old account? Can I get a refund for it? I seriously do not wanna start all over again from level 1.

I think they do in fact refund the game if you contact the support ( yeah I know…that’s the only way to do it though )

Hello,

same with me. I`ve been contacting Support for the past 5 days.
I remain unable to enter a new serial code (now from offcial source, not the apparently fraudulent vendor i bought from first time). [Incident: 121030-001021]

They checked and just said: NO!

Its so sad. we are punished twice. paying the game 2 times, and therefore treated like criminals.

I would even agree to delete all Items and Gold, If i could just get my characters back.
I really got used to them somehow.
But that doesn`t seem to be interesting to Support at the moment. Maybe they are just to busy.

Zaken.1806:

If they can’t restore deleted characters/items/gold, I highly doubt characters transfer is possible.

That sound really sad, but for me it sounds like they either dont want to work on it or they cant do it seriously Oo,( everything should be in logs etc)

They are working on a way to restore accounts for people that are for example hacked.
But atm they dont have the a way to do it.

Calico-Ticket number:121027-001886

Ramon.2137:

Zaken.1806:

If they can’t restore deleted characters/items/gold, I highly doubt characters transfer is possible.

That sound really sad, but for me it sounds like they either dont want to work on it or they cant do it seriously Oo,( everything should be in logs etc)

They are working on a tool to restore it. They can’t just allow every support to randomly access database and adding/removing items from accounts. I think it has been said many times that they will not access player accounts to add/remove items.

Gaile Gray.6028:

The last thing we want to or intend to do is to let someone put another fake code on an account in order to strip off the good that they stole from innocent victims, or which they acquired through botting.

Wouldn’t an easy solution to this be to setup a direct pay option on the account’s profile so that there is zero confusion? The money would travel from a person’s bank account straight to Anet. You wouldn’t even have to create new serials, just validate the one that is already entered.

That would be a solution. But would be too easy. Its more easy to ban people who want to paly and didnt mean to cause any harm at all. Ive seen better service at games. Makes me think hard :/

Imagine that you are a game producer. You’ve worked for years to make this new game and you want people to play it. You then find out that some of the people playing your game have invalid accounts, which means you did not get paid for that account.

Are you going to let those accounts remain active? I doubt it. In essence, the account was stolen from you.

I can see why they are closing those accounts. I can also see why they are not reinstating them even if the end user is obtaining a new serial code. The original account is fraudulent, and in the long run it is better to close it off and not allow it to be accessed again. The end user should start off with a brand new account that has no bad marks on it.

Ashlar.2519:

Imagine that you are a game producer. You’ve worked for years to make this new game and you want people to play it. You then find out that some of the people playing your game have invalid accounts, which means you did not get paid for that account.

Are you going to let those accounts remain active? I doubt it. In essence, the account was stolen from you.

I can see why they are closing those accounts. I can also see why they are not reinstating them even if the end user is obtaining a new serial code. The original account is fraudulent, and in the long run it is better to close it off and not allow it to be accessed again. The end user should start off with a brand new account that has no bad marks on it.

Sorry but i do not agree with what you are thinking, if i’m a producer, I will give my customers chance, because even I don’t, Fraudulent users can always like you say start off again and use stolen credit card and create fraud account to play again. The cycle no matter what will repeat. But if 50% of the chances were cases of victim, and they buy serial code just to play again. I would have earn from those customers “now”, instead of losing them all. In the long run, when you treat your customers good, they will treat you good as well.

And sometimes the answer is “no”. This is one of those times.

im still waiting for my case,
121027-002074 Account closed for payment fraud; will not be reinstated.
the seller admit it so i get back refund. (he bought 500-1000 gw2 from someone who use fraud c.card).
i really hope this can deal with replacing new cd key and got all my char back.
if not, all i can say is gw2 support just want easy way to solve problem and i will never play any ANet game anymore.
Im a customer, if i dont like what you do, i will complaint, if you dont solve for me, you just lost your customer. thats how its work in real life and i understand.

@Deutero
The only thing you can do is wait patiently like Calico. Bashing/threatening support is not going to help your case at all. We have to remember supports are just regular people like us and need to be treated kindly.

Also remember they have a hard time with us. Most likely support is not that slow but we are impatient. There are lots of tickets, most likely lots of double tickets too.
Also some problems take longer to solve since they need more serious onlooking than other.
When we read some negative feedback that might apply to our own situation we tend to exegerate.

Today is my 4th day waiting for the german support. (96 hours to be exactly). Since my problem also is that i purchased a serial at a seemingly trusted vendor who is conected to the credit fraud im guessing looking at these accounts take longer. It still might be the user himself wanted to fraud to gain money from selling gold or such. Therefore I hope the support sees ive just been playing regularly with no intention to farm and just some sponsoring of gold from friends.
If that takes them some time to find out ill wait. Hopefully everything comes clear

@Leira

I think you are right in your post. I hope you get your case solved soon!

Ashlar.2519:

And sometimes the answer is “no”. This is one of those times.

It would be in Anet’s best interest to let people try again, as I suggested with a direct payment system. Players who are told no when they legitimately haven’t done anything wrong will not be purchasing the game again to start from level one. Those who are actively and knowingly trying to defraud Anet however will buy a new account because they can make money selling gold without having to have spent a dime paying Anet since they didn’t intend to actually pay for the game anyway.

That particular vicious cycle will never stop, period. Denying honest people who have been duped will cost Anet money in the long run.

no no no. im done with bashing. in fact i had enuf. maybe too disappointed since i lost my hard earn char that i spent so much time. well i’ve been cheated by seller, what can i really do. except got back my money or i’ll report him to law-enforcement. (got back my money already so no biggie).
me myself deal with customer everyday, so this is normal for me (so far im doing great).
if Anet support, help me and return back my account(i mean i can put new cdkey), well kudos +1 to them,
if they’re not, ofc this not gonna make me feel good.

anyway i give up. if u give me my account(where im gonna put new cdkey), i will continue support Anet. if not, well ofc i will no longer support Anet. logically.

p/s to Anet support/admin i apologize for bashing/raging/threaning/combating(lol) through forum and get infraction several times. coz prolly this will be my last post if im not getting my account back. good luck and good day for everyone.

Zaken: Thanks. Since the german support isnt quiete as active as the english one im not sure how long it takes. (I dont want to open another ticket for english support since they also got more than enough work). Still im trying to provide every peice of information i have. Which is not much. Still I hope its enough to show them I want to be a customer.
Starting over xploring the world would be quiete a bad beat and I dont think ill be able to make myself do everything again :/. Is that too lazy maybe? I dont know … I like my charakter you know?

@Deutero
It is understandable that you want to rant in your situation. I do hope at the end you get your account sorted out. I do find if I dwell on something too much, it gets me annoyed even more. I often just leave it and take some times off and come back later on to deal with it again. Best of the luck to you.

@Leira
I would guess the german support is a smaller group hence it might take a bit longer. I am sure those hackers and farmers do not pick a particular region to do their activities and therefore I am sure they are also flooding german support with fake appeals. I do hope you will have some good news to share soon!

Looking at the posts above, I guess it is not possible at all to get back accounts that have been flagged as payment fraud even when applying a valid code on top of it. I wished Support or Gaile would just say out front that this will not work instead of me waiting days for some hope… :-(

Guess I would just ask for a refund for the new code that I have purchased and move on since I could not play the characters that I have become attached to. My friend who joined the game with me has also left as he found the game boring. Ironically I was the one that kept him in the game when he wanted to stop a few times by persuading him that things will get better later. Too bad he decided to leave the game permanently since my account was suspended and could not play the game anymore…

Thank you Gaile for your support in this forum as it is much, much better then the support we get through the CS system. :-) You may already know this but I would like to say nonetheless that all the people who posted here in this forum are your genuine customers who really support the game since they even bothered to post in a public forum. They have nothing to hide and are genuine victims that have their account suspended/banned due to uncontrollable circumstances. I hope you could do something for them even when it seems impossible as I’m sure they will be the people who will stay with this game the longest with their earnest plea to get back their account.

@Leira @toocute and the rest who are stuck in the same situation

I wished you guys best of luck and hope Gaile and CS can get back your account. If there is ever a chance that I could get back mine, I too would come back. But for now, I’ll ask for the refund since I do not have the time to wait any longer and move on with my life.

Thanks a lot for your genuine and honest post.
You are right in everything you say.
Nothing to add but i wish we are some of those who get a chance to make up the mess that happend with our purchase. We didnt mean to cause harm.

Lets hope for the best. Hope to see you ion game one day

D.

I don’t care so much for responding tickets really. It’s just that we get little to no information on what to do here. First you need to wait a week just to know what your problem is in the first place. Then if you’re lucky Gaile responds with a message that doesn’t say it can’t be reinitiated. (This is already different then then support response you get). Now, I figured out by posting here a million times, not by getting responses on my ticket. Now I asked the support if my account can be reinitiated and gave them a serial code to do so with.

However, no one has ANY clue on when your account may be reactivated or not? Will I have to send a picture of my honest blue eyes to the ticket people? Will I need to bake a cake and send it to them? Do I need to send them any receipts from the previous transaction? Do I need to dress up as an Asura, kneel and send them a picture of this?

That’s the main problem here. No one knows what to hope for or if there is even a reason to talk to them. I’m quite persistant just because I don’t want to lose my characters or make a new acccount and do exactly the same stuff I already did before. Ofcourse people are getting impatient when they don’t know what they are waiting for. I honestly don’t have a clue anymore. In a week and a half waiting on my tickets I only had one response now that was actually a ‘response’. But even that response was a bit different from what Gaile said. Additional questions in tickets don’t get answered, so you can’t really help anyone out on the forums either.

@ebentan
I would not just write it off so fast if they have not close your ticket. They are still probably working through it. We don’t know how it is processed. They are not ( I sure hope not. It will surely give those gold sellers some ideas how to by pass/get around the system ) going to broadcast how the process is done. Be patience is all I can suggest.

@Adanteh
The problem with giving out any info before its concrete is taking a risk of giving out false hope. You never know how people would react if they said “yes you can have the account back” first then discovered there is more than meets the eyes with the account itself. Should that happen, can they backtrack on the “promise”? How would a player react ? What would the play do in that case ?

All it does by giving out info when nothing is certain is create future headache. I have no clue what kind of legal issue that might create but I am sure it is done for a reason.

@Leira, Ramon and the others.

Im from Spain and i think i may be on the same boat. I bought the game from a retailer here in Spain with several friends. We took part in the Beta Weekend 3 and the stress tests after that. We gave feedback, reported bugs, reported bots… We spent money to buy gems and support the game. We were thrilled to be part of this community.

This week we’ve had our accounts suspended due to “account reasons”. No email to clarify the issue. So we’ve contacted support and waiting to be informed on how to proceed.

Reading the posts in the section im starting to get worried. Could it be that we were scammed by the retailer? This coming up after 3 months?

We’ve put a lot of time and dedication on our characters. We bought gems with money (believe me, money is not something that we have in excess now in Spain).

If we’ve been victims of a fraud im hoping that Anet can help us to keep our accounts and characters. I know that to them were just a handful of their huge mass of customers but we’ve done our best to support the game and the community. I guess all im asking is a bit of understanding.

@Synapse

If you have not submit a ticket yet, I would strongly urge you to do so.

@Synapse: Yes that sounds exatly like my problem. You sohuld write support immedeatly. Remember to stay patient. Fraud-related problems seem to take a little longer to solve than other tickets. A lot of people are having that problem i guess.

Hopefully everything gets solved.

Leira.9701:

I posted that in another threat but will repost here because it concerns quiete some people already. Please read carfully and please let somebody know who can change the current banning of “innocent” players.
—

There are “many” people having a problem with accouns they unknowingly and without intention purchased at a Reseller that commited credit-card fraud.
Most of us did researches before the purchase so they thought the seller can be trusted.

We did not and didnt mean to commit a fraud. We wanted to save a little money and when I purchased (for example) the website itself didnt sell copies. I dont remember why. But thats why i (we) purchased elsewhere.

We are willing to help to solve the problem.
We are willing to pay again.
We know we didnt do the most intelligent thing.

We just want to continue our game where we left it. Our Story.

If you close our accouts permanently we would have to start over. Many will be not willing to do so. Not because we dont love the game. But because it breaks the immersion. Because it breaks our storyline.

I didnt mean to harm the company in any way. I didnt mean to cause trouble or work.

I want to play my story. In your beautiful game. Even if I did something not so intelligent. Please let me.

Thanks
D. (a player.)

*You make a very good point, and I do understand your position. But what do we do about RMTs, who simply apply another fraudulent code and strip off all their ill-gotten goods in the time between the code’s application and the discovery that it is invalid? We really cannot allow that to happen. Also, what about people who get a second fraudulent code — often without them knowing it’s bad — and then have their accounts closed again?

It would be good if we could know the code was good before it was applied, before someone got access. But it can take a bit of time to find out that information, and so giving the option to “add a new code and get right back onto the account” seems to be a risky proposition.

Can you think of alternatives that address player, community, and company needs, with this information in mind?*

so Gail assume the frauded code victim are RMT, and will not reinstate back the account, seems like they making easy solution.
Should Payment Team got a way to detect frauded use of stolen hacked credit card?
I dont know. But for me its seems your blaming 100% on us the victim.

With that attitude of not taking risk while assuming all us victim are RMT, you just reflecting how bad you treating your customer are. And you dont even care about your customer. Ask yourself, how about the innocent? that learned the lesson and wanna buy from legit source to prevent such thing happen again.
Do you treat us victim as collateral damage on your mission to battle RMT in GW2.
My God, I cant believe this is how you treat your customer.

p/s I dont really want to post more but my heart ache seeing how you treat people.

You seem to read into it too much. She did not “assume the frauded code victim are RMT, and will not reinstate back the account, seems like they making easy solution.”

She said “it can take a bit of time to find out that information, and so giving the option to “add a new code and get right back onto the account” seems to be a risky proposition.” Meaning, in some cases, once the account is verified and the new code is verified, they will give the owner the account back. They just dont want people to be able to apply a new code and go right back into the game.

With the amount of stolen CC purchased key being used in the game. I do not think you can blame ANet wants to take this more seriously. If they allow people just simply apply a code and get back in, it would only allow the current situation to get worse. Farmers will just continue to apply stolen codes inbetween account be caught. It adds even more work for already burdened support.

Well, I am now officially confused, but I am able to play again. So thanks a lot for that
I got banned on the 22nd and after 6 days I found out it was because of the fraudulent key (Got it online when they stopped selling it on here). Anwyay, Gaile mentioned that it was indeed a fraudulent key and they I had to talk to support for that. Now I already got a new copy of the game and updated the ticket multiple times myself informing about my situation. I updated the ticket with the new serial I got, seeing I was not able to activate it myself (It was from a wrong region, which was strange). Today I got a response on my ticket saying that original key was bought on here using a stolen credit card. They still decided to release the account back to me without the serial key of course. The strange thing however, is that there was a note saying that the account was made using a North American code meaning that my account was marked as such and that if I wanted to use my European key (The new one) that I needed to make a new account. But when I tried to log in it actually worked. I’m not sure how or why, but I believe they may have used the serial key I gave to them in my ticket to reactivate my account (Even though, from the response I got this didn’t seem possible). Talking about mixed messages again. I still don’t have any notification about me being able to log in again, but it works so I’m not going to complain.

Here’s the full response to my ticket:
The Guild Wars 2 Serial Code that you registered was a North American code originally purchased from our website https://buy.guildwars2.com/. This purchase was made using a stolen credit/debit card or PayPalr account and was thus flagged as a fraudulent charge. Your game account was banned as a result of the fraudulent purchase.

At this time, we have reviewed your account and have decided to release the account to you. The serial code has been permanently disabled as a result of the purchase using a fraudulent credit or debit card or stolen PayPal account.

I would suggest contacting the seller from whom you purchased the code for a full refund, as they sold you a code that was purchased fraudulently. I would not accept a replacement code, as it will likely be another stolen code.

In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account. To ensure this does not happen in the future, please purchase the game from one of our authorized retail partners https://buy.guildwars2.com/retailers or purchase directly from our website https://buy.guildwars2.com/.

NOTE: Since your game account was created using a North American serial code, it was created as a North American account. This means that you may have to use your new, European serial code to create a new game account.

@Adanteh
Congratz on finally getting the account back. In term of Key region issue, I thought it only affect you when you try to register the key into the account. I think you might be right that they use it already to reactivate your account. I would suggest to verify it with the support or Gaile to make sure there is no future issue arise from this curious situation.

Again, thanks for posting your final result. As such, we can put “ANet will never reinstate an account banned for fraudulent CC.”

It probably will help the community if you can also post it in the three days review thread since there is a rumor that ANet will not return the account no matter what.