Guild Wars 2

I’m currently in the progress of talking with ANet support regarding this issue, which has been everything but helpful so far.

Here’s the situation: I purchased the HoT expansion through Kinguin and long story short…it ended up being a fraudulent key and ended up with the expansion revoked and account fully suspended.

Obviously I do want to play the HoT expansion so I repurchased a code from the GW2 website directly this time, but what I’m wondering is if anyone knows if it’s safe / smart to already add that key to my account.
ANet support hasn’t verified if this suspension is permanent or if re-applying a legit HoT Key would get rid of the suspension.

I suggest you wait until you hear back from Support or your account is released. There is a posting on here somewhere where someone did what you are proposing and they are still stuck with a suspended account. I am guessing it could complicate things even further.

Adding a new key to a suspended/terminated account will not make the account playable.

You have to wait until the CS Team unblocks the account and removes the fraudulent key.

With the overwhelming amount of Serial Keys with issue, the Team has allowed themselves a bit more time to respond. I’m sure they will assist you in the order received.

Good luck.

Figlilly.3907:

I suggest you wait until you hear back from Support or your account is released. There is a posting on here somewhere where someone did what you are proposing and they are still stuck with a suspended account. I am guessing it could complicate things even further.

Don’t add a legitimate key to a suspended account, it will still be suspended.

Get it sorted out first.

I’m having many doubts that Anet is going to to assist much further in actually releasing the account, mainly because the first response I got on my ticket simply said:

Hello,

I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.

Further replies regarding this issue may not receive a response.

Did you have a paid account before applying the fraudulent key? If not, then, no, I don’t think the Team can offer any assistance.

If so, then update your ticket, and request help with regaining only your paid core account.

Good luck.

Inculpatus cedo.9234:

Did you have a paid account before applying the fraudulent key? If not, then, no, I don’t think the Team can offer any assistance.

If so, then update your ticket, and request help with regaining only your paid core account.

Good luck.

Yes I did. I pre-purchased Guild Wars 2 before it launched. In my initial ticket request I already stated that I understand the cause of the suspension and I wanted to have my account unsuspended, so I can just re-purchase HoT and be done with it.

Instead, I get a useless copy/paste response, which is quite disappointing, considering the way I’ve always looked up to Arenanet as one of the most player-caring developers.

I actually have this problem, i got my key off G2A which resulted in a account suspension and HoT expansion being revoked. i got a refund from G2A and purchased it on the official gw2 site. I applied the key thinking it would unlock my account and its still locked. I hope Anet will unlock my account cause this is a very frustrating thing the fact that G2A is sponsors many streamers. I almost feel tricked and im getting unfairly punished for purchasing a key cheaper then the official site has. Hope Anet will resolve or respond to these issues instead of letting us sit for nothing.

OMFGNinja.8639:

Inculpatus cedo.9234:

Did you have a paid account before applying the fraudulent key? If not, then, no, I don’t think the Team can offer any assistance.

If so, then update your ticket, and request help with regaining only your paid core account.

Good luck.

Yes I did. I pre-purchased Guild Wars 2 before it launched. In my initial ticket request I already stated that I understand the cause of the suspension and I wanted to have my account unsuspended, so I can just re-purchase HoT and be done with it.

Instead, I get a useless copy/paste response, which is quite disappointing, considering the way I’ve always looked up to Arenanet as one of the most player-caring developers.

As noted above, just update your ticket after receiving a reply. It will eventually get to a live Team member.

And, of course, always purchase from authorized retailers in the future, to avoid such delays.

Good luck.

I personally think that a full account suspension is simply rediculous.
They already revoke the expansion as soon as this happens, I really don’t understand the need for an account suspension.

If they would simply revoke the expansion, dispatch an email saying: Dear player, you applied a fraudulent CD Key for Heart of Thorns. We have removed access to the expansion from your account and suggest you get a full refund from your 3rd party retailer and repurchase the expansion through our official shop on guildwars2.com.

This would simply allow us to repurchase it and be done with it. Having to go through all this hassle with Support pretty much already killed my weekend which I planned free to enjoy the expansion.

OMFGNinja.8639:

I personally think that a full account suspension is simply rediculous.
They already revoke the expansion as soon as this happens, I really don’t understand the need for an account suspension.

If they would simply revoke the expansion, dispatch an email saying: Dear player, you applied a fraudulent CD Key for Heart of Thorns. We have removed access to the expansion from your account and suggest you get a full refund from your 3rd party retailer and repurchase the expansion through our official shop on guildwars2.com.

This would simply allow us to repurchase it and be done with it. Having to go through all this hassle with Support pretty much already killed my weekend which I planned free to enjoy the expansion.

I feel you on that. im waiting on day 2 for them to get back to my ticket for account unsuspension. Not sure if there ignoring it or what? or maybe right now is primetime and there just getting an overload on tickets.

Molotovs.3017:

OMFGNinja.8639:

I personally think that a full account suspension is simply rediculous.
They already revoke the expansion as soon as this happens, I really don’t understand the need for an account suspension.

If they would simply revoke the expansion, dispatch an email saying: Dear player, you applied a fraudulent CD Key for Heart of Thorns. We have removed access to the expansion from your account and suggest you get a full refund from your 3rd party retailer and repurchase the expansion through our official shop on guildwars2.com.

This would simply allow us to repurchase it and be done with it. Having to go through all this hassle with Support pretty much already killed my weekend which I planned free to enjoy the expansion.

I feel you on that. im waiting on day 2 for them to get back to my ticket for account unsuspension. Not sure if there ignoring it or what? or maybe right now is primetime and there just getting an overload on tickets.

I’m on day 3 since the start of my ticket, having received only a copy/paste reply which gave me no useful information at all and answered none of my initial questions.
In addition to that I can’t even be sure if Arenanet Support is simply very busy and has delayed replies or if they are just ignoring my ticket after that one reply.

If anything, it has lowered my trust with Arenanet after getting this kind of ‘support’.

You can be sure the CS Team is very busy just by the title of the Sticky above, ‘Tickets for Review 7 Days and Older’.

When they add 4 days to the time they allow themselves to work through tickets, it means they are very busy. Last time they changed it to 7 days, they were getting approximately 10,000 tickets per day.

I have the same problem, buy key to HOTs from kinguin and AN suspended my account. I send ticket about it and receive same copy paste answer;/ i’ll be glad if you can inform me about result of ticket or if you find solution. I have bad feelings
about it because they write in last sentence :

“Further replies regarding this issue may not receive a response.”

So i think the case is closed for them and they dont will help us. Sadly 3 years of playing will be probably wiped out because of one mistake…

Mertis.7954:

I have the same problem, buy key to HOTs from kinguin and AN suspended my account. I send ticket about it and receive same copy paste answer;/ i’ll be glad if you can inform me about result of ticket or if you find solution. I have bad feelings
about it because they write in last sentence :

“Further replies regarding this issue may not receive a response.”

So i think the case is closed for them and they dont will help us. Sadly 3 years of playing will be probably wiped out because of one mistake…

I’m having that same feeling.
I’m not sure wether or not I can expect additional replies from support.
If this is gonna end up leaving my account permanently suspended I’ll lose 3 years of progress and 6 Legendaries

OMFGNinja.8639:

I personally think that a full account suspension is simply rediculous.
They already revoke the expansion as soon as this happens, I really don’t understand the need for an account suspension.

If they would simply revoke the expansion, dispatch an email saying: Dear player, you applied a fraudulent CD Key for Heart of Thorns. We have removed access to the expansion from your account and suggest you get a full refund from your 3rd party retailer and repurchase the expansion through our official shop on guildwars2.com.

This would simply allow us to repurchase it and be done with it. Having to go through all this hassle with Support pretty much already killed my weekend which I planned free to enjoy the expansion.

It is a mistake! But Anet almost never admids mistakes. The Game Lead Supporter (Michael Henninger) did however:

Michael Henninger.7451:

Daddydeath.9371:

Ticket number: 1883862

My friend Gifted me Hot Key from g2a, I been a customer since launch not a single issue, My account got suspended I opened a ticket and no response the expansion is gone from my account and am still suspended, like wtf how about at lest you let a person know why something happened to their account instead of taking actions first telling them to open a ticket to find out why and then not even caring about the ticket, Some people have issues with faulty keys, I dont even know if thats the reason I got suspended as support is taking its sweet time. atm I cannot afford the expansion so my friend gifted me a key that he bought, now he spend money for it, I lost my account and he lost his money and Anet just scammed the crap out of us (maybe no, but you will have to excuse my saltness been waiting to play this for months, 8 hours download, only got to play for two hours and boom).
You cannot treat your customers like this, I have bought the original game in the first week, and kept supporting your game via in game purchase over the years, just because times are tough atm I couldnt afford to get it myself, the funny thing is your game shop doesnt even have a gift option.

Account unblocked, terminated in error (apologies!). You’ll need to choose a new password; I’ve sent you an email for that.

Now we are all waiting to get the same service…
I cannot understand why everyone in the same situation gets a different service..
And I wonder if we ever get a compensation (in game) for their mistake.

Well, glad to see I’m not the only one who is stuck in this mess :/ though when I contacted support I was told there was nothing to do, and I had to make a new account if I ever wanted to play again…

Hitsugaya.8304:

Well, glad to see I’m not the only one who is stuck in this mess :/ though when I contacted support I was told there was nothing to do, and I had to make a new account if I ever wanted to play again…

Did you have paid access to the core game and did you upgrade to Heart of Thorns? Or did you create your account using the Heart of Thorns purchase?

I have the same problem man, I made the other thread regarding this issue. So far I feel like a complete idiot because I went and applied a legitimate code to my already suspended account. What I believe has happened is that as the code was revoked the account was automatically suspended because on the website it says that HoT is not active. However, after applying the legit code, it says everything is active yet my account is still suspended. I’m sure either way you will be fine if you still have your proof of purchase, we just need to wait a while before anet gets around to unlocking the accounts. I’m sure it’ll be fine… eventually.

sgoodman.2916:

I have the same problem man, I made the other thread regarding this issue. So far I feel like a complete idiot because I went and applied a legitimate code to my already suspended account. What I believe has happened is that as the code was revoked the account was automatically suspended because on the website it says that HoT is not active. However, after applying the legit code, it says everything is active yet my account is still suspended. I’m sure either way you will be fine if you still have your proof of purchase, we just need to wait a while before anet gets around to unlocking the accounts. I’m sure it’ll be fine… eventually.

At least I managed to get a full refund from Kinguin.net (in the way of in-store funds, however) without having to give them ANY form of proof :P
That kinda cheered me up today. I’m hoping that Arenanet will restore my access to my account soon after I updated my ticket requesting to get access to my account on just the Core GW2 game (which was legitimately purchased).

Well, if Anet had been somewhat more fair with vet players by giving some kind of discount or something this mess could have been avoided (nobody would feel like running to 3rd party stores to get it cheaper). :/ Good luck for you guys btw

If players would have been somewhat more fair to the Devs and paid them properly for their hard work or something, this mess could have been avoided (no need to suspend accounts created with fraudulent keys). =/

I’m sure the CS Team will address each applicant’s issue as fast as they can work through the queue.

Good luck.

Inculpatus cedo.9234:

If players would have been somewhat more fair to the Devs and paid them properly for their hard work or something, this mess could have been avoided (no need to suspend accounts created with fraudulent keys). =/

I’m sure the CS Team will address each applicant’s issue as fast as they can work through the queue.

Good luck.

I does not look like there is a que. Some people that posted their tickets later, already got it fixed, while others did not even received a response yet.

I thought the dev’s get paid by contract, regardless of how much a retailer sells the product. And maybe a variable bonus is added depending on the number of sales but usually not the price.
ncsoft sells these keys to retailers for a fixed or agreed price. The retailer then decides at what price he wants to sell it. Paying more for the game does not mean ncsoft will earn more on it. And when you buy from a retailer you expect them to have paid the correct price to ncsoft. In this situation it seems that the suppliers of the retailer did not have an agreement, something a costumer can’t know.

I get that it is very busy and they can not handle all the request. But a simple message that they know the issue and will solve it in a short future would already be helpfull. It is the silence and lack of communication that is a problem.

If you order at a restaurant and something is wrong while the waiter is very busy. You would be angry and leave if he keeps ignoring you, but a simple sign that he will come or look into it when he finds time can do wonders.
Support is a service. And communication with the client is extremely important.

I’ll also post this here:
Gaile has answered about the problem here → https://forum-en.gw2archive.eu/forum/support/support/Lemme-get-this-straight/first#post5664527
It will be solved

OMFGNinja.8639:

sgoodman.2916:

I have the same problem man, I made the other thread regarding this issue. So far I feel like a complete idiot because I went and applied a legitimate code to my already suspended account. What I believe has happened is that as the code was revoked the account was automatically suspended because on the website it says that HoT is not active. However, after applying the legit code, it says everything is active yet my account is still suspended. I’m sure either way you will be fine if you still have your proof of purchase, we just need to wait a while before anet gets around to unlocking the accounts. I’m sure it’ll be fine… eventually.

At least I managed to get a full refund from Kinguin.net (in the way of in-store funds, however) without having to give them ANY form of proof :P
That kinda cheered me up today. I’m hoping that Arenanet will restore my access to my account soon after I updated my ticket requesting to get access to my account on just the Core GW2 game (which was legitimately purchased).

Yeah I just got my refund too, had to dispute it on paypal to get a response from them. As for the code, and call me ignorant, but considering the intensity that these sites are marketed towards us, I never really questioned the legitimacy of them. Obviously to some extent there were some dodgy sellers there, but for the most part (especially kinguin) I thought it would be fine.

Wyvern.2430:

Inculpatus cedo.9234:

If players would have been somewhat more fair to the Devs and paid them properly for their hard work or something, this mess could have been avoided (no need to suspend accounts created with fraudulent keys). =/

I’m sure the CS Team will address each applicant’s issue as fast as they can work through the queue.

Good luck.

I does not look like there is a que. Some people that posted their tickets later, already got it fixed, while others did not even received a response yet.

I thought the dev’s get paid by contract, regardless of how much a retailer sells the product. And maybe a variable bonus is added depending on the number of sales but usually not the price.
ncsoft sells these keys to retailers for a fixed or agreed price. The retailer then decides at what price he wants to sell it. Paying more for the game does not mean ncsoft will earn more on it. And when you buy from a retailer you expect them to have paid the correct price to ncsoft. In this situation it seems that the suppliers of the retailer did not have an agreement, something a costumer can’t know.

I get that it is very busy and they can not handle all the request. But a simple message that they know the issue and will solve it in a short future would already be helpfull. It is the silence and lack of communication that is a problem.

If you order at a restaurant and something is wrong while the waiter is very busy. You would be angry and leave if he keeps ignoring you, but a simple sign that he will come or look into it when he finds time can do wonders.
Support is a service. And communication with the client is extremely important.

Sounds great, but ArenaNet got paid nothing for fraudulent keys. Which is the point.
Which is why they, and everyone else stating, ’Don’t buy from unauthorized retailers’ gives that advice. I’m sure the restaurant would not be happy to serve you or refund your food once they see you have paid with a counterfeit bill.