Guild Wars 2

I just wanted to share my experience so far.

My account was restored twice (password reset twice). I had mistakenly put 2 tickets (really sorry): the first from the support “Ask a Question” page and the second from within “My Stuff” account. I was not sure which was the right one to use at the time.

Anyway, I got an email reply on my “Ask a Question” ticket within a few hours that my issue was escalated. After a day, the “ban” turned into “hacked account” issue. And after a total of about 30 hours, my account was restored through that ticket.

I went to my support account and closed the other ticket. But after an additional 24 hours, another GM insisted on finishing the other (now closed) ticket and restored my account again. Thank you to both GMs btw

All in all, I appreciate ANET efforts and I sincerely hope such false bans are avoided in the future, and perhaps a better detection system would be implemented.

TLDR:

1) It seems the “Ask a Question” page has a faster GM response time.
2) Only write 1 ticket for your issue.
3) ANET, please implement better detection systems in the future to avoid false bans.

Hello, I was banned 1 hour ago due to “unacceptable behaviour” when I was gathering Ori in Cursed Shore, I have already sent a support ticket but I am posting here in the hopes that someone from A-Net will see it and help me out because I have done nothing wrong and I’m being prevented from playing :C

P.S. I just tried logging in again and it now says I was banned due to botting and my account closure is Permanent? :C :C :C

Same here. Happened bout half an hour ago. All i did was spend a lazy saterday afternoon running around trying to kill things to make some gold. Which is pretty much normal in a game.

ooh and also in cursed shore and i was running plinx and the other events as thats is the most comfortable lazy way to make gold to me

Does Anet have some kind of automatic banning system? Because two of my accounts got banned yesterday after I traded over a 100 gold between them to finish the legendary weapon on my other account. I feel extremely frustrated because I’ve spent hundreds of real dollars just to finish crafting the legendary. Money which I gave to Anet willingly to support them, and this is how they repay me for being a good consumer? I’ve already sent in support tickets with both my accounts and have yet to receive a reply. From the other tickets I’ve read the support in this game is appalling, no in-game GMs or phone line to contact if you have issues.

I would really love it if a GM would look into my case and unban my accounts, I’ve invested too much money into this game just to wrongfully banned by some kind of bot. Very disappointed by this and my belief in Anet is shattered- If this issue isn’t resolved quickly you will be losing me as a consumer and I will never pick up another Anet game. I’ve literally given thousands of dollars to Anet to support the game and spent hundreds of hours playing the game, I doubt there is another user like me in this game and everything I’ve done was legit and directly through the in-game gem store. Do you really want to lose a consumer like me?

Quin.8327:

ooh and also in cursed shore and i was running plinx and the other events as thats is the most comfortable lazy way to make gold to me

I was also in cursed shore….I was buying some picks because I had ran out when it happened. Guess someone falsely reported us or something along those lines.

I think the banning system is most likely working which is why there has been no official statement as to why it seems there are so many people being incorrectly banned. If that is the case that would most likely mean that all of those who were unjustly banned must have shared some of the attributes they have set within the parameters of the flagging system. I’m not saying we are all guilty, I’m saying the system is probably working it just needs to be refined as to not create false positives. That or it has been bugging out and they haven’t fixed it yet.

The bad part is actually not that we are not playing at the moment if we were banned for allegedly, “botting.” but the fact we will not know what actions we took to get flagged. Myself, as I spend a lot of hours in the game when I’m not at work, will always have a little bit of uneasiness not knowing if its going to happen again or why it happened in the first place to avoid it in the future. Although one should not have to “avoid” certain actions because they could lead to a false ban.

I think the idea of the automated ban system is great and when it can finally have about a 95-100% success rate [that being 95-100% of only guilty parties being banned] it will be fantastic. Until then Anet I’m sure realizes there will be some blowback by the community that gets hit, but unfortunately for us, it is most likely for the betterment of the game in the long run as it allows them to see what is and isn’t working properly. If it had been me however, I would have stuck to one server while still in the early stages of the system, and if this isn’t the early stages of the system, Anet is going to be having some issues. Because every time this purge happens more and more actual innocent people are going to feel betrayed.

How do I terminate my accont? Have looked but have been unable to find an answer.
Plz help
MAB

So, Anet so thought it was a good opportunity to randomly ban me for botting when I didn’t bot and never have. I really hope it’s not due to the fact that I actually tried to farm lodestones for a couple of hours and the bot detection system actually detected me as a bot, because if it is, then boo on your bot detection system because it’s terrible. It’s not my fault that the drop rate is abysmally low and I actually have to no-life it.

It could be anyone. I was killing people in WvW for the last month. No clue how I got banned.

Sorry for your loss. don’t expect it to get fixed this holiday weekend.

I put mine in two days ago. Still not happening.

Jack.9703:

So, Anet so thought it was a good opportunity to randomly ban me for botting when I didn’t bot and never have. I really hope it’s not due to the fact that I actually tried to farm lodestones for a couple of hours and the bot detection system actually detected me as a bot, because if it is, then boo on your bot detection system because it’s terrible. It’s not my fault that the drop rate is abysmally low and I actually have to no-life it.

Same thing happened to me today….also banned for “botting” when I have never done so in my life, also farming is allowed so hopefully we wont hear any BS excuses about being banned for excessive farming. In my case I was gathering Ori in cursed shore with 2 friends from the guild, then I stopped for a bit to buy some picks and got a white screen saying that I was banned for “unacceptable behaviour” I now when I try to log in it says my account has been closed permanently for botting.

No. The system is not working and never should be an unmanned automated one.

That leave room for error.

I know some people get crazy over robot overhauls and ai and how great it is, but there is nothing like the judgement of an actual person.

Seems like people are getting pegged for VPNs, Logitech mice programs, and overall number of reports made.

Botters aren’t the only ones who get reported for botting. Hackers or supposed hackers get reported.

What happens when you make a character that does something that that type of character doesn’t normally do? OMG She’s a hacker.

My character cures conditions and heals faster than conditions and damage can be put on her legally. I have a feeling that the reason for my ban is 1 of the three things, my college VPN, my logitech mx518 mouse that has to have a program to run, or people just thought me running in and out of zergs and not taking damage was a hack and assumed I was a hacker and since there is no “Hacker” report item, reported me for botting and therefore I was banned under that specific reason.

This is unfair and I will never get this wasted long weekend back. Arenanet owes me TA tokens and money and all sorts of stuff that I missed out on this weekend.

It simply isn’t fair and since people are STILL getting banned, they should turn it off, roll it back, and then try again when it is in fact fixed.

From what I hear from my friends in game, obvious bots are still runnign around so it is clearly not in fact working.

Destinee.1097:

I think the banning system is most likely working which is why there has been no official statement as to why it seems there are so many people being incorrectly banned. If that is the case that would most likely mean that all of those who were unjustly banned must have shared some of the attributes they have set within the parameters of the flagging system. I’m not saying we are all guilty, I’m saying the system is probably working it just needs to be refined as to not create false positives. That or it has been bugging out and they haven’t fixed it yet.

The bad part is actually not that we are not playing at the moment if we were banned for allegedly, “botting.” but the fact we will not know what actions we took to get flagged. Myself, as I spend a lot of hours in the game when I’m not at work, will always have a little bit of uneasiness not knowing if its going to happen again or why it happened in the first place to avoid it in the future. Although one should not have to “avoid” certain actions because they could lead to a false ban.

I think the idea of the automated ban system is great and when it can finally have about a 95-100% success rate [that being 95-100% of only guilty parties being banned] it will be fantastic. Until then Anet I’m sure realizes there will be some blowback by the community that gets hit, but unfortunately for us, it is most likely for the betterment of the game in the long run as it allows them to see what is and isn’t working properly. If it had been me however, I would have stuck to one server while still in the early stages of the system, and if this isn’t the early stages of the system, Anet is going to be having some issues. Because every time this purge happens more and more actual innocent people are going to feel betrayed.

Thing is, are you really happy with an automated system knowing you, an innocent person got banned, and there is a guy sitting in Frostgorge right now named 45t7yb framing trolls?

This system is causing more trouble than helping. They should roll back the bans and just do it right.

Read a lot of posts here and I’m sad now also banned today for “botting” when i was gathering ori in cursed shore…please tell me of a bot with arah gear and so many achievements done >:|

P.S. A friend has told me I’m still online in cursed shore? o.0

Account block?
Wonder why the account I did not run the macro program that the disaccharide block
Heart and hard quest, why suddenly account that I do not understand
Account block Untie
I absolutely macro programs did not turn

Toble.2968:

Destinee.1097:

I think the banning system is most likely working which is why there has been no official statement as to why it seems there are so many people being incorrectly banned. If that is the case that would most likely mean that all of those who were unjustly banned must have shared some of the attributes they have set within the parameters of the flagging system. I’m not saying we are all guilty, I’m saying the system is probably working it just needs to be refined as to not create false positives. That or it has been bugging out and they haven’t fixed it yet.

The bad part is actually not that we are not playing at the moment if we were banned for allegedly, “botting.” but the fact we will not know what actions we took to get flagged. Myself, as I spend a lot of hours in the game when I’m not at work, will always have a little bit of uneasiness not knowing if its going to happen again or why it happened in the first place to avoid it in the future. Although one should not have to “avoid” certain actions because they could lead to a false ban.

I think the idea of the automated ban system is great and when it can finally have about a 95-100% success rate [that being 95-100% of only guilty parties being banned] it will be fantastic. Until then Anet I’m sure realizes there will be some blowback by the community that gets hit, but unfortunately for us, it is most likely for the betterment of the game in the long run as it allows them to see what is and isn’t working properly. If it had been me however, I would have stuck to one server while still in the early stages of the system, and if this isn’t the early stages of the system, Anet is going to be having some issues. Because every time this purge happens more and more actual innocent people are going to feel betrayed.

Thing is, are you really happy with an automated system knowing you, an innocent person got banned, and there is a guy sitting in Frostgorge right now named 45t7yb framing trolls?

This system is causing more trouble than helping. They should roll back the bans and just do it right.

Exactly! This system sucks big time…I bet there are dozens of “werfghdjfk” or whatever in game right now :/

Well just in case it helps my ticket reference is: 121110-001986

Been waiting for almost 3 days for my issue to get solved as well. But seeing that the amount of people getting banned is still adding up immensely surprises me. When you notice that your bans are completely screwing up and stop the bans for a single day. Put all forces on solving the current banning issues and then reinstate banning people. Cause in all honesty it is overly obvious that something is going wrong with the bans. So stop doing what you’re doing at this moment and solve the current issues first. I’m pretty sure everyone experiencing this problem atm prefers being able to play with bots around instead of being randomly banned when they try to prevent bots. I’ve personally been banned for “account issues” which I really don’t get but I’m still awaiting the solution to my problem.

Toble.2968:

This system is causing more trouble than helping. They should roll back the bans and just do it right.

Yep. I got unfairly banned trying to farm out the last ~100g for my legendary. Now it’s Saturday so I probably won’t get my account back until Monday. I had a 90g buy order on the TP too, so I get to sit here and wonder if it got deleted when they suspended my account.

So from my standpoint, the bots running around in Cursed Shore are a whole lot less of an issue than Anet’s anti-botting code. The bots just decrease the cost of mats, Anet closes my account indefinitely until support checks it out.

I’m not saying bots are good or anything, but I am saying the anti-botting code is bad. It’s causing legit players more grief than the bots themselves. I’m sure people have simply quit after seeing the message that their account was locked, thinking they couldn’t get it back. That’s much worse than bots farming Cursed Shore, in my opinion.

Is there any particular reason you want to close your account down? It does not seem like a feature the average GW2 customer would need.

Snido.4827:

I do not know if this will help but I figure it cannot hurt. My ticket number is 120911-007975 and I was banned for “third party addons or botting” while running a macro. I was in a dynamic event when I was sent a message by some1 I guess testing to see if I was botting. By the time I went to reply to them I was banned. The message read “hi hi” and it was by some one with 2 names I believe they both started with A. If you check this was the second time I participated in this event and between both times I was running collecting nodes and viewpoints and visiting the merchant. I was obviously not botting if I was I would have been standing perfectly for a long stretch of time ignoring the world around me when I was not in fact I switched my weapons several times and changed which direction I was firing in. This information combined with the fact that I know I was sent a message and what it said should be enough to vindicate me. If macros are this big of a problem then I will just stop using them. I have been a loyal customer and played guild wars 1 for many years with no indicents before changing to guild wars 2. Please help me!

Macros are actually against the ToS.

You should have read before you posted.

Now you make the rest of the unlawfully banned look that much worse even if we have never used macros or anything of the sort.

I’m in the same situation and I doubt that things will get resolved by Monday if you got banned recently. I don’t think they work on weekends and its a holiday weekend this coming Monday.

joybox.4593:

I don’t think they work on weekends and its a holiday weekend this coming Monday.

Oh god….so basically we will have to wait into Monday for them to come back and THEN look at our support ticket which could also take a few days….

Dark Revan.7634:

joybox.4593:

I don’t think they work on weekends and its a holiday weekend this coming Monday.

Oh god….so basically we will have to wait into Monday for them to come back and THEN look at our support ticket which could also take a few days….

Yes. Not to mention people are continuing to be banned.

Meaning by Monday there will be a massive influx of support tickets.

And you can never get this holiday weekend back.

No one will say they are sorry and no one will fix it.

Good going arenanet.

I’ve been banned for not apparent reason, its says that i’ve violated the rules by botting, using macro and third party programs? this is totally false. I’ve been an honest player and i’ve also constantly report players for gold selling in LA whenever i see one.

If an honest player like myself would get ban under such circumstances than why would i even bother helping the community out? I get ban for reporting bots!

Its a weekend and i can’t log into the game because i was mistakenly ban! I have work on weekdays, my gaming time is only mostly on weekends and now it’s ruin.

Anet please fix this problem asap because your penalizing honest players here. The forum already proves this. Kindly get my account back and running, i want to play the game and my time is being wasted!

and for your info my game came with a box i got off a retail gaming shop, its legit! not some digital copy FAKE!

Thank you

Hey I just got the game last night. And have been playing for a few hours today.
Then I went down to the shop to get something to eat. Got back saw that my game was on login screen, Tried to log in and got this error pop up “your account has been suspended” I haven’t used any bad character name or said anything in the ingame chat. As I have been playing with my girl friend and we are on skype. She try to log in for me as well from the UK as I was thinking maybe its my pc or something but I dunno. So I have no idea what’s going on. Was hoping to play to day as I work a lot in week days but I guess that’s not happening.

Not sure if it could be that I tried to buy the game for my girl friend last night on the same card, tried a few time but only got error. so she need to use her paypale.

my user name is Nefisto.7486
my character name is Nefîsto

I received an update on my issue this morning ( 10am Pacific ). Asked for my serial code and what not and they seemed to have changed my account from botting to suspended for 70 hours.

Chippalrus.5437:

I received an update on my issue this morning ( 10am Pacific ). Asked for my serial code and what not and they seemed to have changed my account from botting to suspended for 70 hours.

Isn’t much of change since you are still banned….but at least you got a response I guess

I did not use any macro, I did not even know what all those stuffs are about. I just play a lot of hours actively, I do use Teamspeak for voicechat communication, and I just got suspended an hour ago. Come on already, I have seen a lot of others are having the same problem here. Not only we have to wait for our account to be restored, but we actually deserved a compensation for this wrong autoban system.

still locked out 4 days now.

who resolved the problems on a holiday ???!!

Day 2: Not a single sign of care for my ticket so far. Still waiting patiently.

Edit: My reference number is 121108-002288 (Just in case)

MasterFhyl.3014:

Cerise.9045:

MasterFhyl.3014:

I would also like to say that 2-3 days isn’t necessarily a terrible turnaround time for fixing reported problems. I’m used to dealing with Nexon support staff, and it is not at all uncommon to have to wait WEEKS for a response from their “customer service” department, and when you do get a response from them they usually dont even end up fixing the problem.
I won’t be too upset if i get my account back in the next 2 days or so (it’s already been over 24 hours) But… and this is important… If it ever happens again, I do not think I will be able to forgive ANET.

Nexon is probably the most hated MMO company in the world. So if ANet decides to look somewhere to compare their support to, it should be the last one they look at, unless they want to end up in the same boat.

I agree, Nexon is terrible, thats why I no longer play any of their games, but a lot of the people in this thread are saying theyve gotten unbanned in less than three days. If we were dealing with Nexon, we’d all get a response email saying “we’re looking into the problem” and no response even weeks later.. Except maybe a sporadic “we are still looking into the problem” auto generated message.
Ask me again in a day or two.. But as of right now, ANET is nowhere near as bad as Nexon. (Who have had their own slew of false bans by the way)

Not going to say Nexon doesn’t suck, I’ve also had tickets with them that sat for well over 4 months.. but their support has improved the past few months I’ve returned.. people who’ve had tickets about being hacked, they got compensation – some getting at least $100 worth..

My last issue with them was my character got glitched.. unplayable.
Status: Solution Accepted
Date Created: 8/27/2012 5:15 AM PDT
Last Updated: 8/28/2012 5:24 AM PDT
took them 1 day to fix..

before that, another 1 day turnaround for a cash issue.. and another one that took 10 days to resolve because it was a more complicated multiple character cash issue.

At least with them, the only time you’ll get an autoban is if you’re actively trying to hack the game by injection or similar..
rest of the times you only get kicked.. worst case scenario was hellbanned but at least you’re still able to be in the game.. just can’t inventory/bank, you could still chat with friends, hunt and gather until your issue got resolved.

and mechelle, you might want to post to the Tickets for Review (3 days and older) thread up top…

My account was suspended too. Im still waiting any reply from support but nothing. Thats really sad. I only can play on weekend and that´s happen. The Reference to my case 121109-002852

Ok, I got ROBOband for no reason other than I guess I had to reset my PC during an event. So Arenanet is trying to stop robot farming by terminating any strange issues with accounts.
Uhhmmm HOW can you terminate an account without checking it to see if it is legit or not! Send me an in game message… or have a GM/bot check my toon/account to see if its real. That’s what I’m MAD ABOUT.

Incident: 121110-002089
3 hours and counting

An update on my status:

My ticket was just updated. They asked for more information, including the e-mail adress the account is attached to, 25 digit serial number and display name.

If the game is purchased via guildwars2.com, they also ask for last 4 digit of credit card, zip code and order id.

I’d recomment updating your tickets with those information for faster restoration.

Waiting for their second reply atm.

Edit: On the e-mail part they also ask if you want to change it, if yes, you have to include the new e-mail, if no, then simply say that you don’t want an e-mail change and write the current e-mail.

So I was playing Guild Wars 2 the other day and I got a server error and when I tried to log back in it said my account was suspended for account issues. When I looked into it apparently pay pal had filed a claim on this transaction. This apparently confused Anet thinking I hadn’t paid for it. I have sent in a ticket and have gotten some replies but nothing is leading to my account getting unsuspended. I have contacted pay pal and they said they had corrected the issue and contacted Anet about it but still nothing… This is my ticket: Incident: 121109-002076

Sorry if this is the wrong place to post but I am new to the forums.

Had the same thing retek + a confirmation that my info was received yesterday. Been waiting since then without a response. Soon going into my fourth ticket day. Counting those 4 days I’ve had the game for 7 days ! YAY. Total played time so far is about 6 hours before my account got banned because of “Account Issues”. Great start ._.

Paypal… its sad. I have similar problem. Im trying cancel a claim on paypal for more than 4 days and they still blocking the payment to Anet. And my account got suspeded for that. The problem is communication. Any suport talk with us about any problem. Just Block and make you wait.

Igopewpew.8692:

Had the same thing retek + a confirmation that my info was received yesterday. Been waiting since then without a response. Soon going into my fourth ticket day. Counting those 4 days I’ve had the game for 7 days ! YAY. Total played time so far is about 6 hours before my account got banned because of “Account Issues”. Great start ._.

I’m sorry to hear that.
They sure had created a huge mess here.

Well, if you haven’t already, you should post your reference number in this thread:
https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first

Since it already had exceeded 3 days.

Yep.. the lack of communication is bad.

Hello,
I purchased game two days ago and downloaded client and got time to play yesterday and today I can not log game.Sent ticket got response to wait while we are finding issue and than searched who is getting errors like this I am totally shocked there is a lot issues about this.Well all I can do waiting while they are solving issue.
Have a nice day,
Take Care

3. DURATION OF AGREEMENT, ACCOUNT TERMINATION, REFUND REQUESTS

…
(b) Discretionary Account Termination – You may notify NCsoft that You wish to terminate an Account by notifying the Notice Contact of Your desire to do so. Any such request must be made to the Notice Contact and include Your name and contact information. NCsoft may also, in its sole and absolute discretion, provide other means by which You may choose to so notify NCsoft. Whether or not You wish to terminate an Account, NCsoft may at any time or for any reason, both of which shall be conclusively determined in the sole and absolute discretion of NCsoft, modify or delete Your Account as well as any other Account, NCsoft Message Board ID, Character ID, Team, and/or characteristics related to a Character ID. Unless NCsoft terminates due to breach of this agreement by You, You will be entitled to a refund for any unused purchased Gems that cannot be used and/or spent as a result of the termination by sending a refund request to the Notice Contact.

Just check the User Agreement that you Agree!

I’m a normal player ñ and a bot banned me for no reason, you guys have to find a better way to banish bots. I never used bot, both q when I report whenever I see one, I want my account back since di is an unfounded accusation. I hope you guys realize the mistake they made

So yesterday I logged on my account to find a message stating that I was banned for botting. My only response was wtf. There was no warning or message of when I committed this so I don’t even know if it was a mistake on their part of I was hacked. I know that the authenticator was down for the past few days but for someone to just be able to kick you out that easily is ridiculous.

Personally I feel betrayed because I recommend this game to my friends and they basically say thanks for the $60 but that’s all you get, 8 days of play.

I’m sorry if it sounds like I’m just venting but i had to get it off my chest.

Also another question for those who were also terminated: how do you login into the support page? When I try to log into the support page it says that my account is disabled because i know that the password is not incorrect. The only way to find my ticket numbers is through the email they sent.

Incident: 121110-000089
Incident: 121110-002210

Same problem here. My error like the Kurt.5973

Moderating the forum and closing down complaints in this section is fast. That they can do within an hour.

Quin.8327:

Moderating the forum and closing down complaints in this section is fast. That they can do within an hour.

Ikr! geez

Moderator closed my topic. I want to know why he or she did that. Was my comments illegal? With people on same situation I just said I waited so long and want to play GW2. Moderator said that we have to go and open the ticket, but you know, we already opened my ticket and waited so long.

Fast closing and no answer. Supports have lots of time to monitor and close topics but none to resolve problems. Instead of closing the topic about account terminated, please help us.

Is that serious? I need send a ticket to support about something that I don´t know what happen and explain WHAT? Well.. I talk every thing. My ID, loggin, paypal acc, my credid card 4 last number, what I was doing at last in game, wich mobs I was farming and the drops!, copy from paypal emails, id transictioins, my ip, postal code, ip from last 3 loggins, invoice id from paypal, dates, my complete name, age, serial number of the game, when I bought, where I bought and error that apear when I try logging. And you say that? For God.

Reports of termination hitting twitter too I see. I am off to bed. Doubt we get those accounts back.