Guild Wars 2

I’m having an issue with my display name that’s been going on since May of this year. I’ve tried emailing support and I don’t believe my issue is truly being understood, so I thought I would try posting here.

On April 23rd, I contacted support to have my display name changed, as I had originally signed up with my real name by mistake and began feeling uncomfortable with people I didn’t know personally using it (ticket #565829). I received an email back on May 5th letting me know the change had been made. Five days later, I noticed that, while the forums had my new display name (Solaris), my real name was still showing up in game sometimes. If I looked at my name in the Guild window, it would show the old name, but then if I clicked away to another guild, then back to the active one, it would update to my new one (screenshots attached). I also confirmed that it wasn’t just me; my husband, who also plays, was seeing the same thing in his Guild window.

When I contacted support again with the above issue, they told me to wait a little longer, and that it might take a while for all servers to be updated. I waited a full month, and still no fix for the issue, so I emailed again and was given the same answer, that it could take “a few days” to update. Upon inquiring how much longer “a few days” was, I was told it was a complex issue and that an ETA could not be provided

It was about that time that I discovered there was another problem: my husband was having trouble sending me mail, even when right-clicking on my name in the party window and clicking “send mail”. It would default to my old name, then would not send because that name did not exist anymore, so he had to get my new one either from refreshing the guild window several times, or asking me for it, in order to send anything successfully. I emailed this again to the support ticket, and was again told it was a complex issue with no ETA.

After that I waited two more months before emailing again on September 1st, 4 months after the original request, to be told that the team was aware of the issue and to keep an eye on the forums for any future updates or announcements regarding Guild Wars 2. I have yet to find any threads on this specific issue and am feeling like the support email team is just brushing me off completely.

So, I apologize for the wall of text, but I’m hoping someone can help me, as the support email team has not been able to successfully address the issue.

tl;dr…

To recap the problems:

1. Guild window alternates between showing my old and new display names
2. Other players have trouble sending me in game mail
3. Gem store items cannot be gifted to me, but send to the person trying to send the gift (recently discovered issue that I did not bother sending to the email support)

To recap the timeline:

• 4/23 – Initial request sent to support
• 5/5 – Display name changed
• 5/10 – Display name issue sent to support; Support responded to wait “a few days”
• 6/9-6/10 – Follow up sent to support with additional mail issue; Support responded to wait “a few days”
• 7/8 – Follow up to support to check status; Support responded “it’s complex, no ETA”
• 9/1 – Follow up to support to check status; Support responded they’re “working on it” and to “check the forums” for future updates to the game

Please, if someone can help get this to the right place, I would greatly appreciate it! It’s difficult to feel safe in game with this issue persisting, and also very frustrating with the mail and gem store gifts not working properly.

[EDIT] I went ahead and emailed the support ticket again to make them aware of the gem store gifting issue I discovered last week so it would be in my ticket, and let them know I also made a post here. I will update with the response upon receipt.

You would be better served by posting in the ‘Tickets for Review’ thread over in Account Issues, probably. More likely to get a response than here.

Good luck.

I had this same issue with a display name change and the guild lists not updating.

The solution i found was to fully leave all of my guilds and then rejoin them as it seemed to force the game to update the name and i have not had any issues with it since.

I know this could be annoying if you had alot of guilds but i would recommend trying it at least once it as it appeared to fully solve my issue.

Just remember to keep names listed down if you try this to ask people to re-invite you to the guilds.

Oh and if you have a single person bank guild please don’t leave it as it will remove itself and all items you might have left in it and i really don’t wish to be blamed for something like that happening.

Inculpatus cedo.9234:

You would be better served by posting in the ‘Tickets for Review’ thread over in Account Issues, probably. More likely to get a response than here.

Good luck.

Thanks for the tip! I will cross-post there.

Dan.4398:

I had this same issue with a display name change and the guild lists not updating.

The solution i found was to fully leave all of my guilds and then rejoin them as it seemed to force the game to update the name and i have not had any issues with it since.

I know this could be annoying if you had alot of guilds but i would recommend trying it at least once it as it appeared to fully solve my issue.

Just remember to keep names listed down if you try this to ask people to re-invite you to the guilds.

Oh and if you have a single person bank guild please don’t leave it as it will remove itself and all items you might have left in it and i really don’t wish to be blamed for something like that happening.

Thank you, Dan, I will try that to fix the display issue. Did you have mail or gem store issues, too? Wondering if leaving and rejoining my guilds will fix the other two problems.

A quick update, support responded to my most recent email telling me that I needed to open yet another support ticket because I did not contact them properly. That would be the 5th ticket on this issue, if I did so. I responded with my other ticket numbers, and requested escalation, so I’m hoping to get some help. We’ll see

Solaris.4972:

Thank you, Dan, I will try that to fix the display issue. Did you have mail or gem store issues, too? Wondering if leaving and rejoining my guilds will fix the other two problems.

Luckily for me i had no such mail or store issues during my name change period but as i look at it does sound like the “double” name problem would be the root of all this so if that was solved i would be fairly confident the other issues would disappear too.

Unfortunately i cant think of any more information at the moment that could help but i wish you good luck on solving this.