Q:
[Solved]Automated tickets is kittening me off
A:
Alright, now it’s back to normal (hopefully). E-mail is as at it should, i have the correct name and characters…
edit: yes, now it’s 100% fixed. took some blood and tears, but its done ^^
http://i.gyazo.com/1d450ab0a27b8e2187caf61637a8d114.png
(edited by Dajova.5849)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Inculpatus cedo.9234
Ok, sorry about the title, but I’m not gonna lie…
3 times over the past year, I’ve filled in tickets about changing my e-mail connected to this account and all 3 times have i gotten a automated response about changing my password, which is NOT what i want to do.Can someone PLEASE read the entitled ticket for once and actually help out with a simple request as in changing a e-mail address?!
Ticket number: 1126255
(For the record, that e-mail adress listed in that ticket is the wrong one, it’s supposed to be “.gmail.com” and not “live.com”)
If your issue was not addressed, did you update your ticket providing new information or asking for a status report? Did you post your ticket number in the Sticky expressly created for that purpose, ‘Tickets for Review’? If not, you may do so.
Good luck.
Ok, sorry about the title, but I’m not gonna lie…
3 times over the past year, I’ve filled in tickets about changing my e-mail connected to this account and all 3 times have i gotten a automated response about changing my password, which is NOT what i want to do.Can someone PLEASE read the entitled ticket for once and actually help out with a simple request as in changing a e-mail address?!
Ticket number: 1126255
(For the record, that e-mail adress listed in that ticket is the wrong one, it’s supposed to be “.gmail.com” and not “live.com”)
If your issue was not addressed, did you update your ticket providing new information or asking for a status report? Did you post your ticket number in the Sticky expressly created for that purpose, ‘Tickets for Review’? If not, you may do so.
Good luck.
No, because i made the ticket yesterday and that thread is for unsolved reports that spans over 3 days. So I’m posting because i got a automated response and it was “resolved” when it wasn’t.
When you get your email changed they also change the password.
This is because 9 times out of 10, when they have an email change request it is because the original email was compromised. And they assume players have the same security between email and game so if the email was compromised it could be highly likely the password for GW2 is also compromised.
I had a follow up question related to my email change since the change had not reflected on the visible part of the forums (the log in email had changed), but initially the first person who saw it thought I had a Display name change and not an Account name change. I did have to point out that the issue was related to my account name and not my display name.
Remember, the people who actually deal with your tickets are human. Humans make mistakes. Just gently correct them and go from there.
But password change does occur when email change occurs.
The thing is, I can still access the account perfectly and i can still login with it and it hasn’t been compromised yet. My actual e-mail associated with this account have tho, so I don’t wanna lose it because support didn’t help me in time.
I kinda think it’s silly that they still haven’t added a feature to enable users to change e-mail normally through account management…
(edited by Dajova.5849)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Inculpatus cedo.9234
Ok, sorry about the title, but I’m not gonna lie…
3 times over the past year, I’ve filled in tickets about changing my e-mail connected to this account and all 3 times have i gotten a automated response about changing my password, which is NOT what i want to do.Can someone PLEASE read the entitled ticket for once and actually help out with a simple request as in changing a e-mail address?!
Ticket number: 1126255
(For the record, that e-mail adress listed in that ticket is the wrong one, it’s supposed to be “.gmail.com” and not “live.com”)
If your issue was not addressed, did you update your ticket providing new information or asking for a status report? Did you post your ticket number in the Sticky expressly created for that purpose, ‘Tickets for Review’? If not, you may do so.
Good luck.
No, because i made the ticket yesterday and that thread is for unsolved reports that spans over 3 days. So I’m posting because i got a automated response and it was “resolved” when it wasn’t.
You said ‘3 times’ you have submitted a request. If they have all been in a short time span, you would not have received the non-automated responses, as each time your ticket would have been sent to the back of the queue.
In the future, if you wish to discuss the same issue, update your ticket. Then it won’t be sent to the back of the queue.
Good luck.
Ok, sorry about the title, but I’m not gonna lie…
3 times over the past year, I’ve filled in tickets about changing my e-mail connected to this account and all 3 times have i gotten a automated response about changing my password, which is NOT what i want to do.Can someone PLEASE read the entitled ticket for once and actually help out with a simple request as in changing a e-mail address?!
Ticket number: 1126255
(For the record, that e-mail adress listed in that ticket is the wrong one, it’s supposed to be “.gmail.com” and not “live.com”)
If your issue was not addressed, did you update your ticket providing new information or asking for a status report? Did you post your ticket number in the Sticky expressly created for that purpose, ‘Tickets for Review’? If not, you may do so.
Good luck.
No, because i made the ticket yesterday and that thread is for unsolved reports that spans over 3 days. So I’m posting because i got a automated response and it was “resolved” when it wasn’t.
You said ‘3 times’ you have submitted a request. If they have all been in a short time span, you would not have received the non-automated responses, as each time your ticket would have been sent to the back of the queue.
In the future, if you wish to discuss the same issue, update your ticket. Then it won’t be sent to the back of the queue.
Good luck.
3 times as in “3 times over the past year with the same ticket topic” and still haven’t been resolved. eg not the same ticket. They have all had been at least 4 months apart
(edited by Dajova.5849)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Inculpatus cedo.9234
Ok, sorry about the title, but I’m not gonna lie…
3 times over the past year, I’ve filled in tickets about changing my e-mail connected to this account and all 3 times have i gotten a automated response about changing my password, which is NOT what i want to do.Can someone PLEASE read the entitled ticket for once and actually help out with a simple request as in changing a e-mail address?!
Ticket number: 1126255
(For the record, that e-mail adress listed in that ticket is the wrong one, it’s supposed to be “.gmail.com” and not “live.com”)
If your issue was not addressed, did you update your ticket providing new information or asking for a status report? Did you post your ticket number in the Sticky expressly created for that purpose, ‘Tickets for Review’? If not, you may do so.
Good luck.
No, because i made the ticket yesterday and that thread is for unsolved reports that spans over 3 days. So I’m posting because i got a automated response and it was “resolved” when it wasn’t.
You said ‘3 times’ you have submitted a request. If they have all been in a short time span, you would not have received the non-automated responses, as each time your ticket would have been sent to the back of the queue.
In the future, if you wish to discuss the same issue, update your ticket. Then it won’t be sent to the back of the queue.
Good luck.
3 times as in “3 times over the past year with the same ticket topic” and still haven’t been resolved. eg not the same ticket. They have all had been at least 4 months apart
Then, the first questions apply. Did you post your ticket number in the appropriate Sticky to have the matter resolved to your satisfaction?
I guess not.
Good luck this time. =)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: LyricDawnhagen.7803
The thing is, I can still access the account perfectly and i can still login with it and it hasn’t been compromised yet. My actual e-mail associated with this account have tho, so I don’t wanna lose it because support didn’t help me in time.
I kinda think it’s silly that they still haven’t added a feature to enable users to change e-mail normally through account management…
Dajova, the reason ArenaNet does not allow changing of your email address is because it is used as your Account Name. It is half of your login credentials. So changing it can be a big security issue. They are trying to add an additional protection from account thieves.
My suggestion, based on information from the Knowledge Base, send an email to ArenaNet asking for your Account Name to be changed because your current email’s account security has been compromised. Send it from the new email account. Be sure to include the current service request number in the subject and body of your email so it does not reset your position in the customer service work queue. Be prepared because they will probably ask you some questions to authenticate you as the owner of the account.
Since you said that your email’s account security has been compromised, it is possible that the thief has been sending in password change requests and canceling your requests to change your Account Name (email address). That is why ArenaNet suggests you use a new secure email address to contact them from.
For additional reference. Specifically the section “Compromised E-mail Accounts”:
https://help.guildwars2.com/entries/66122673-Guild-Wars-2-Account-Security
The thing is, I can still access the account perfectly and i can still login with it and it hasn’t been compromised yet. My actual e-mail associated with this account have tho, so I don’t wanna lose it because support didn’t help me in time.
I kinda think it’s silly that they still haven’t added a feature to enable users to change e-mail normally through account management…
Dajova, the reason ArenaNet does not allow changing of your email address is because it is used as your Account Name. It is half of your login credentials. So changing it can be a big security issue. They are trying to add an additional protection from account thieves.
My suggestion, based on information from the Knowledge Base, send an email to ArenaNet asking for your Account Name to be changed because your current email’s account security has been compromised. Send it from the new email account. Be sure to include the current service request number in the subject and body of your email so it does not reset your position in the customer service work queue. Be prepared because they will probably ask you some questions to authenticate you as the owner of the account.
Since you said that your email’s account security has been compromised, it is possible that the thief has been sending in password change requests and canceling your requests to change your Account Name (email address). That is why ArenaNet suggests you use a new secure email address to contact them from.
For additional reference. Specifically the section “Compromised E-mail Accounts”:
https://help.guildwars2.com/entries/66122673-Guild-Wars-2-Account-Security
No, that is not it. I said numerous times that the hacker has NOT accessed my GW2 account here (eg i still have 100% control over it), it has accessed my e-mail directly (again, NOT my game account, my actual email live.com account). So a e-mail change is all i need for the problem to be fixed! That’s why I’m still boggled why NO1 has figured it out… and probably why it hasn’t been fixed in years…
edit: also, each time i made a ticket, i explained why that was all i wanted and that I typed in EVERYTHING that would ask me about account verification, so i have no idea why they cant use that instead… eg, full name, serial code, display name, credit card number and everything!
(edited by Dajova.5849)
The thing is, I can still access the account perfectly and i can still login with it and it hasn’t been compromised yet. My actual e-mail associated with this account have tho, so I don’t wanna lose it because support didn’t help me in time.
I kinda think it’s silly that they still haven’t added a feature to enable users to change e-mail normally through account management…
Dajova, the reason ArenaNet does not allow changing of your email address is because it is used as your Account Name. It is half of your login credentials. So changing it can be a big security issue. They are trying to add an additional protection from account thieves.
My suggestion, based on information from the Knowledge Base, send an email to ArenaNet asking for your Account Name to be changed because your current email’s account security has been compromised. Send it from the new email account. Be sure to include the current service request number in the subject and body of your email so it does not reset your position in the customer service work queue. Be prepared because they will probably ask you some questions to authenticate you as the owner of the account.
Since you said that your email’s account security has been compromised, it is possible that the thief has been sending in password change requests and canceling your requests to change your Account Name (email address). That is why ArenaNet suggests you use a new secure email address to contact them from.
For additional reference. Specifically the section “Compromised E-mail Accounts”:
https://help.guildwars2.com/entries/66122673-Guild-Wars-2-Account-SecurityNo, that is not it. I said numerous times that the hacker has NOT accessed my GW2 account here (eg i still have 100% control over it), it has accessed my e-mail directly (again, NOT my game account, my actual email live.com account). So a e-mail change is all i need for the problem to be fixed! That’s why I’m still boggled why NO1 has figured it out… and probably why it hasn’t been fixed in years…
edit: also, each time i made a ticket, i explained why that was all i wanted and that I typed in EVERYTHING that would them ask me about account verification, so i have no idea why they cant use that instead… eg, full name, serial code, display name, credit card number and everything!
What LyricDawnhagen is saying is the person who has compromised your original email is seeing that you’re contacting ANet about changing the email. They want access to the account so they send in a reply saying that they don’t need any more assistance and then delete the evidence that they’ve closed the ticket.
They’re also attempting to get the password changed and deleting evidence of that as well.
Or at least that’s a possibility. That’s why ANet doesn’t allow for the contact email to be changed through the account. Because if the hacker gets access to the account, then they’d change the email on the account without having to go through the hassle of contacting support where they could get caught.
Which is why ANet suggests submitting the ticket using the new email address.
Start up a new ticket using the new email address and request the account name to be changed to the email that you are using to contact them with.
You mean like, making a new account and then merge that account with this one? Is that’s what you’re saying?
You mean like, making a new account and then merge that account with this one? Is that’s what you’re saying?
No.
I literally changed my account name a few days ago. From email 1 to email 2.
I submitted the ticket from email 2. The ticket said I wanted to change my email address from email 1 to email 2.
Then I waited. Was on the edge of the three days when it was changed.
You mean like, making a new account and then merge that account with this one? Is that’s what you’re saying?
No.
I literally changed my account name a few days ago. From email 1 to email 2.
I submitted the ticket from email 2. The ticket said I wanted to change my email address from email 1 to email 2.
Then I waited. Was on the edge of the three days when it was changed.
That is why i cannot do it. The email on this account is compromised, so i cannot access it or even login to it anymore, they will send me to the one email that is connected to this account…
eg. My new email is the only one i have access to and want to switch to…
(edited by Dajova.5849)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Inculpatus cedo.9234
Have you been contacting the CS Team through your compromised email account? If so, it is no wonder you would not get any non-automated responses. The usurper would just intercept them, and thus, keep as much control as possible.
You might try reading the Knowledge Base articles on Account Security, or the Stickies above.
Only contact the CS Team from a new, unique email account that has not been compromised, and change the password on your old email account.
Good luck.
How can i contact the team through the compromised email when i cant access it anymore? … please
Yes you can. I never once touched my original email to address the issue. Short of going in to grab my serial key, but from what I’ve heard that isn’t required as there are other means to prove account ownership if your only copy of the serial key is sitting in the compromised email account. ANet knows most people only keep the serial key in their email account and it would be in the hands of the hacker if the email was still on that account. So it’s not the end all be all of account ownership proof.
… and I said in previous replies that I HAVE COMPLIED EVERY SINGLE TICKET I’VE MADE WITH SERIAL KEY, CREDIT CARD NUMBER, FULL NAME, DISPLAY NAME AND EVERYTHING ELSE!
Still nothing has been done, so I’m this close to give up entirely… Call me cranky, but this isn’t the first time this happens nor the first game and it’s the same story everytime I want to change something that isn’t in their normal standard…
I have sent the ticket e-mail from this new one each time and each time i got the exact same automated reply and nothing else happens after it, so I have no idea what they want from me more…
Here, i’ll show you the ticket (with taken out personal information, ofc)!
http://i.gyazo.com/4ff29cfffdeb0018d5fe93b8a633ca25.png
(edited by Dajova.5849)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Inculpatus cedo.9234
^Looks like the Team is investigating your request, and a response will be forthcoming. If your issue is not resolved within 96 hours (the Team is running a bit behind) after the last response, you can post your ticket number in the appropriate Sticky.
Good luck.
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Despair.8734
Alright, now it’s fixed, even tho they screwed up the first time, but corrected it quite fast after a reply. This is my new account, even tho the name is a bit off :P Would have prefered something but at least the email is changed to the correct one now.
edit: no, this is wrong. This is not my account. They transferred the wrong account…
http://i.gyazo.com/ca701905607d0650fbb52734a299cd3b.png
I’m supposed to have 10 characters slots, with 9 used and 2 lvl 80s….
(edited by Despair.8734)
[Solved]Automated tickets is kittening me off
in Account & Technical Support
Posted by: Inculpatus cedo.9234
You will need to update your original ticket, and explain that the issue still exists.
Good luck.