Guild Wars 2

Hello,

I recently had problems logging in to my account so I created a support ticket and was denied support because I failed to provide my cdkey etc because I lost it. Now I bought another copy and got a new CDkey and linked it to my account and I still cannot log in to the game. It says my account is still suspended. Please help me. I want to go back to the game and play GW2 again.

Please help. Thanks.

Was your old account banned? If so you can’t use it again even with a new key unless support unvan you and you don’t need your CD for suppory

I already contacted support but it seems like they are ignoring me because of my earlier ticket. they might think im just re-sending the same 1st issue but its not. I moved on and bought the game again!!!! I hope someone from the support team reads this.

You aren’t required to have the key. They can prove ownership of an account with other information. From what you have said here, it sounds like there is a problem with determining ownership. Maybe someone else is claiming to be the owner. If it says your account is suspended then there are problems besides just logging in.

You need to contact support again, update your original ticket, and find out why it was suspended and go from there.

yeah I think it was suspended but I was being asked for my CDkey, name, last four digits of my CC etc. and I couldn’t provide the CDkey so they dumped helping me and told me they can’t help. So now, i bought a new CDKEY so I can play. Turns out that I still won’t be able to play. Please don’t tell me I just threw away $25. Because if this will not be resolved. I will never ever buy another game from this company.

Also, how long ago did you contact them? You need to give them at least 3 days. If it’s been over 24 hours and no reply, check your spam and junk folders. Sometimes they go in there.

well, someone from china logged into my account previously but I was able to change my password right away and was able to play afterwards.. that was like a year ago. I just wanted to go back to playing GW2 and playing with my existing characters.

HotRatchet.5072:

yeah I think it was suspended but I was being asked for my CDkey, name, last four digits of my CC etc. and I couldn’t provide the CDkey so they dumped helping me and told me they can’t help. So now, i bought a new CDKEY so I can play. Turns out that I still won’t be able to play. Please don’t tell me I just threw away $25. Because if this will not be resolved. I will never ever buy another game from this company.

That sounds very unusual. Gaile has repeatedly said that the CD key is not required. Do you have that old email still so you can post it?

1. Please type your reply above this line -##
   Your request (530073:cant log in getting error 21) has been updated. To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.

Somnus (Guild Wars 2 Support)
Apr 11 07:50

Hello Jac,

Thank you for contacting the Guild Wars 2 Support Team.

We’ll be happy to help you, but first we need to get a bit more information from you in order to verify your ownership of this account. Please reply and include as much of the following information as you have available:

• Your Guild Wars 2 Serial Code
• Order ID
• Last four digits (ONLY) of the credit/debit card used

We’ll get back to you as quickly as possible once we receive your response.

Regards,

Somnus
Guild Wars 2 Support Team
http://support.guildwars2.com/

and here is the later reply.

1. Please type your reply above this line -##
   Your request (530073:cant log in getting error 21) has been updated. To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.

Debbie (Guild Wars 2 Support)
Apr 11 14:34

Hello Jac,

I understand your frustration however, any information we provide to a player must be preceded by information from the player validating the account regardless of the circumstances.

Unfortunately we will not be able to provide any further assistance. Further replies regarding this issue wil not receive a response.

Regards,

Debbie
Guild Wars 2 Support Team
http://support.guildwars2.com/

Just reply (update) stating you no longer have the CD key, and provide what other information you have. They haven’t said they won’t help you. Just asking for information.

Edit after you posted again: You can still reply and offer the information showing the new CD key. Or, submit a new ticket, explaining what has transpired, though they prefer you update.

after they said they will not reply further. I created a new ticket and now I think they are ignoring it. That’s why I started posting here at the forums hoping someone from the support team reads this.

If they really can’t recover my account. At least give me back my CDkey and I will just create a new account and start over.

If someone from China logged in on your account then that’s why it was suspended.

Did you by chance get a phishing email and give them information? If you did then they might have the same information proving ownership that you do which might be why support can’t tell who the owner is.

Inculpatus cedo.9234:

Just reply (update) stating you no longer have the CD key, and provide what other information you have. They haven’t said they won’t help you. Just asking for information.

I did that and they gave me the response above.

Astral Projections.7320:

If someone from China logged in on your account then that’s why it was suspended.

Did you by chance get a phishing email and give them information? If you did then they might have the same information proving ownership that you do which might be why support can’t tell who the owner is.

I am very careful with my passwords etc. and I very much know how phishing works. I was actually surprised that someone from China was able to log into my account. I actually thought that the server database might have been compromised or something and that made me think. They added more security options for users after my account got hacked.

You said you didn’t have the CD key. Do you have the credit card information and/or the order ID?

Like I said, Gaile has repeatedly said that the key is not required and they can prove ownership by other means.

I don’t have any of those. The old CDkey was just a gift from a friend’s friend. I was able to play the game for like 6 months or so then I stopped.

I couldn’t give them any CC info, Cdkey etc. so I thought, what the heck. I’ll just get another CDkey from the store so I can play. then linked the key to my account then boom. still can’t play. Now maybe I just want my key back so I can just make a new acct and make all the problems go away. ***sigh*** frustrating.

Ok. So it sounds like you weren’t able to prove ownership after you were hacked. That you didn’t have the necessary information. That’s unfortunate. Maybe you could contact your friend and see if he has the last 4 digits of the card and the order number?

(Probably not if he was a friend of a friend, but I guess you can try).

The second problem, it sounds like you linked your new account to your old suspended account. That has happened before and they should be able to help you there.

You never said how long you’ve been waiting. If it’s been over 24 hours with no reply then check your spam and junk folders. It may be in there.

Astral Projections.7320:

Ok. So it sounds like you weren’t able to prove ownership after you were hacked. That you didn’t have the necessary information. That’s unfortunate. Maybe you could contact your friend and see if he has the last 4 digits of the card and the order number?

(Probably not if he was a friend of a friend, but I guess you can try).

The second problem, it sounds like you linked your new account to your old suspended account. That has happened before and they should be able to help you there.

You never said how long you’ve been waiting. If it’s been over 24 hours with no reply then check your spam and junk folders. It may be in there.

its just weird that they wont accept my name as a proof of ownership. I believe you can’t change your first and last name after you register your account. I was giving them a copy of my driver’s license and they wont accept it and told me that any more replies would be ignored.

So I was afraid that my recent ticket will be ignored. They ignored the new ticket I created yesterday. They first ticket I sent got a reply really quick so it just really bothers me.

Did your friend’s friend play the game before he gave you the key? That might be a problem.

Response time can vary between tickets. Just depends where you happen to be in the queue.

HotRatchet.5072:

Astral Projections.7320:

Ok. So it sounds like you weren’t able to prove ownership after you were hacked. That you didn’t have the necessary information. That’s unfortunate. Maybe you could contact your friend and see if he has the last 4 digits of the card and the order number?

(Probably not if he was a friend of a friend, but I guess you can try).

The second problem, it sounds like you linked your new account to your old suspended account. That has happened before and they should be able to help you there.

You never said how long you’ve been waiting. If it’s been over 24 hours with no reply then check your spam and junk folders. It may be in there.

its just weird that they wont accept my name as a proof of ownership. I believe you can’t change your first and last name after you register your account. I was giving them a copy of my driver’s license and they wont accept it and told me that any more replies would be ignored.

So I was afraid that my recent ticket will be ignored. They ignored the new ticket I created yesterday. They first ticket I sent got a reply really quick so it just really bothers me.

Well, the drivers license doesn’t prove ownership. Someone, like a roommate, could get your DL and use it if it did. They have to go by the card information and the information that is sent to the purchaser’s email (order number and serial number).

Give them 24 hours for the first reply back. Check your junk and spam mail. If after 24 hours and no reply then update your ticket. If after 3 days and no reply you can post your ticket number in the thread for tickets three days and older.

Good luck.

Nope, it was a brand new key.

Astral Projections.7320:

HotRatchet.5072:

Astral Projections.7320:

Ok. So it sounds like you weren’t able to prove ownership after you were hacked. That you didn’t have the necessary information. That’s unfortunate. Maybe you could contact your friend and see if he has the last 4 digits of the card and the order number?

(Probably not if he was a friend of a friend, but I guess you can try).

The second problem, it sounds like you linked your new account to your old suspended account. That has happened before and they should be able to help you there.

You never said how long you’ve been waiting. If it’s been over 24 hours with no reply then check your spam and junk folders. It may be in there.

its just weird that they wont accept my name as a proof of ownership. I believe you can’t change your first and last name after you register your account. I was giving them a copy of my driver’s license and they wont accept it and told me that any more replies would be ignored.

So I was afraid that my recent ticket will be ignored. They ignored the new ticket I created yesterday. They first ticket I sent got a reply really quick so it just really bothers me.

Well, the drivers license doesn’t prove ownership. Someone, like a roommate, could get your DL and use it if it did. They have to go by the card information and the information that is sent to the purchaser’s email (order number and serial number).

Give them 24 hours for the first reply back. Check your junk and spam mail. If after 24 hours and no reply then update your ticket. If after 3 days and no reply you can post your ticket number in the thread for tickets three days and older.

Good luck.

oh well, like what I’ve said… i’ve moved on already. I just want my cdkey back and I’ll make another account.

Thanks for the help btw. now I just have to wait.

still no reply

i will cancel my purchase thru CC

If you do that, you will be unable to ever purchase another NCSoft game or any other NCSoft item, such as Gems, again. Your account will be flagged permanently.

It takes some time for CS to work on requests that involve ownership disputes.

Have you checked your spam, junk, etc. folders? Sometimes, responses end up there.

They do ask that you allow them 3 days to work on your problem. You should be aware that they get thousands of tickets a day and yours is on line with all the others. You just need to have patience.

read this thread here about not getting the emails. Maybe that will help.

AP, or someone else who’s been here a whole long time: All of this sounds a whole lot like the Serial was not bought from arenanet, but from a bad retailer or gold seller. Remember early on when the game started and we had all these guys with the “disabled serial code” issues? For those, they have always requested the serial code to check if it was bought correctly or bought from a (ph/f)ishy site.

If the serial was bad, that would also explain why they cannot use the new key, because back then, they always stressed how you should not try to re-open acokittens without talking to billing first.

Trying to see if I can find the old threads for that.

*Edit: Seems the old postings are gone, all I found online was at https://help.guildwars2.com/entries/38813526-Common-Error-Codes concerning error 122
Error Code 122 x x x x
(example – 122:12:4:1931:101)
Error 122 means your account has been disabled, possibly for being fraudulently purchased by an unauthorized vendor. Please contact the source of the purchase for more information.

I cannot find the forum threads from launch, but I am willing to bet they said you must have your serial if you need help with that code.

its already 14th, issue was submitted on the 11th. i already bought a new key and made a new account. now I want my money for the other key back.

I would be cautious about getting a refund. They will ban that card and if that’s the only one you have right now that may cause problems. If you ask for a refund make sure you understand all the consequences first.

okay.. so if i ask for a refund, will they ban my current working account/game?

HotRatchet.5072:

okay.. so if i ask for a refund, will they ban my current working account/game?

I am confused. I thought you started this thread because your first account was suspended, so you bought another key, applied it to the suspended account, and still could not log in. Which account is working now?

dont be.. so all in all I have 3 keys… 1 from a suspended account… another one recently bought and used on the suspended account, thinking it will fix the problem (i want this refunded)… and lastly, another one for a completely new account that I created just so I can play now. Customer support answered my e-mail just once and told me that I will not get any further support for the 1st account which had been suspended and anymore replies will be ignored. So right now I think they are ignoring me or prolly added me to some sort of ignore list so I will just have to cancel the the “EATEN” key that I bought.

HotRatchet.5072:

dont be.. so all in all I have 3 keys… 1 from a suspended account… another one recently bought and used on the suspended account, thinking it will fix the problem (i want this refunded)… and lastly, another one for a completely new account that I created just so I can play now. Customer support answered my e-mail just once and told me that I will not get any further support for the 1st account which had been suspended and anymore replies will be ignored. So right now I think they are ignoring me or prolly added me to some sort of ignore list so I will just have to cancel the the “EATEN” key that I bought.

Ok, a little confused.

You said at first that they had not answered ticket 2. They told you with ticket 1 that you will not get any more support for that ticket.

Have they responded to ticket 2 at any time and told you that you will not get further help from them?

nope.. no response for ticket2 after they said on ticket1 that they will not give me any further support. so FYI CUSTOMER SUPPORT. Ticket#2 is an entirely different concern. And right now, I’d love to get a refund for the Key that I used stated on ticket2. Or I will just tell my CC company to cancel the purchase because I did not get any service for it.

They even gave me a canned response for ticket1 after I replied to it so i can check if anyone would respond at all.

Jac P*******

I just bought a new key and my account still wont work

to me

1. Please type your reply above this line -##
   Your request (530073:cant log in getting error 21) has been updated. To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.

Kane (Guild Wars 2 Support)
Apr 12 16:17

Hello Jac,

You’re welcome! I’m glad that we were able to help you resolve your issue.

Please don’t hesitate to contact us again in the future if you have any other questions or concerns.

Regards,

Kane

Guild Wars 2 Support Team
http://support.guildwars2.com/

HotRatchet.5072:

nope.. no response for ticket2 after they said on ticket1 that they will not give me any further support. so FYI CUSTOMER SUPPORT. Ticket#2 is an entirely different concern. And right now, I’d love to get a refund for the Key that I used stated on ticket2. Or I will just tell my CC company to cancel the purchase because I did not get any service for it.

Which will get your new account suspended as well, if you used that card to buy the new key.

I would really hesitate to get a refund without first getting all the consequences clearly spelled out first by support. I suspect what will happen is that, since that card will be banned, all charges will be reversed and both accounts will suspended.

If that happens.. i’ll never play any more games from this company. I’ts very simple for them to refund my money. Just a couple of clicks. If they were prompt in resolving issues, this would have never happened.

lordkrall.7241:

HotRatchet.5072:

nope.. no response for ticket2 after they said on ticket1 that they will not give me any further support. so FYI CUSTOMER SUPPORT. Ticket#2 is an entirely different concern. And right now, I’d love to get a refund for the Key that I used stated on ticket2. Or I will just tell my CC company to cancel the purchase because I did not get any service for it.

Which will get your new account suspended as well, if you used that card to buy the new key.

that’s alright. right now, i’m so frustrated, I don’t really care anymore.

HotRatchet.5072:

If that happens.. i’ll never play any more games from this company. I’ts very simple for them to refund my money. Just a couple of clicks. If they were prompt in resolving issues, this would have never happened.

Actually it costs the company money, not just the sales they lose but there are charges they have to pay the credit cards. It’s a substantial loss of money for them if there are many people asking for refunds.

HotRatchet.5072:

lordkrall.7241:

HotRatchet.5072:

nope.. no response for ticket2 after they said on ticket1 that they will not give me any further support. so FYI CUSTOMER SUPPORT. Ticket#2 is an entirely different concern. And right now, I’d love to get a refund for the Key that I used stated on ticket2. Or I will just tell my CC company to cancel the purchase because I did not get any service for it.

Which will get your new account suspended as well, if you used that card to buy the new key.

that’s alright. right now, i’m so frustrated, I don’t really care anymore.

If it has been more than 3 days since you sent in ticket#2 there is a sticky post at the top of this section you can post in and Gaile will poke cs about it.

The simple answer to this thread. The original owner of your CD key probably wants his account back. This is best resolved by contacting your “friend’s friend”.