Guild Wars 2

My wife’s account is tied to an authenticator on her old broken iPhone. She can’t log in. We submitted a support ticket last night and have still yet to hear anything. The automated email reply was sent 15 hours ago.

Come on, Anet.

Support can take up to three days, more in some cases. Your wife’s deals with account access so expect it to take time so they are sure they aren’t releasing access to it to some stranger.

Most tickets take at least 24 hours. But many times they can take up to 72 hours. If after the 72 hours, and you still havent heard anything check this out: https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged

Also it would be helpful to read this as well: https://forum-en.gw2archive.eu/forum/support/account/Delayed-or-No-Ticket-Reply-Read-This/first#post4533589

Under no circumstances should you submit another ticket concerning this issue, it will only delay the response time on your original ticket and make things worse.

Three days for someone to unlink an authenticator for her so that she can use a product she’s already purchased? Absurd.

@ Behellagh: there should be absolutely no issue, as we have provided all of the information they asked for, including her serial number.

@pdavis: thanks, I’ve already read those.

Three days is the longest. Most issues are resolved within 24 hours.

Yes but likely she’s in the queue for account issues. While it may be trivial with the information you supplied, the ones before her may not be so straight forward. Don’t think they triage the queue and get the easy ones dealt with first.

Like they all said it can take up to 72 hours. Most time is less than 24. You do know yesterday was Sunday? I would say first look at Support tickets started about 8 am PST. It is not a instant thing. I wish it was but things take time.

Well, it’s been 24 hours now. Still nothing.

#ggAnet

After 72 hours you can post in the thread supplied earlier.

Things take time, especially since they need to actually make sure that she is indeed the actual owner of the account.

Would you rather risk losing accounts simply because they should stress through tickets?

I also seem to recall (at least a few days ago) that it rather clearly states that there is a high number of tickets at the moment and that response might take some time.

I have personally yet to see a single major game support that takes less than 24 hours most of the time.

Would you like me to link all the posts of people who have created multiple tickets for the same issue? That’s a huge issue with Anet’s response time, people (aka silly people) thinking making 3-4 tickets for the same issue will get them a faster response. It actually slows it down for everyone. Don’t blame Anet when they said it can take up to 72 hours to get a response.

To your issue, if you had read the authenticator’s help page before you lost access to it, there is a way to set up moving it to a new phone without Anet’s help. Also, it’s not their fault her phone broke. They are trying to get through the tickets as best they can.

Also, it is around a holiday so responses maybe slower than normal.