Guild Wars 2

[121125-001248]

Hi! =)

My incident was resolved today, and all is fine. I just thought I’d explain what happened. First, I’d like to thank GM-Balmungskies, GM-Jay Beeze and Jamelle B. for adressing my issue. Even though it was completely not my fault that my account was terminated. Still, these people did their job quite well. Thank you! =)

I did NOT (and do not) use any macros (I believe in complete manual control), I don’t do any botting (spoil my enjoyment of pure challenge? No thanks), I don’t spam, I don’t scam, I don’t use any third-party software (for reasons mentioned above).

Guild Wars 2 is so beautiful and awesome. I come here to relax and sometimes just walk around enjoying the views. I thank all the people working on this piece of art called “MMO game” from the bottom of my heart.

I know how to enjoy my game and I know how to protect my account well, because I care for my game characters a lot. I spend a ton of time creating them in the character-creation menu (sometimes I get kicked for taking it too long =) ), I put my soul in it, I kinda RP all the time, and I’d hate to see these substantial imaginary beings (I know they are just player characters, call me an imagination-weirdo) gone or my achievements undone.
And the thing is, that now you may think that I’m a hardcore MMO player who spends over 5 hours a day playing. Funny thing is, I’m not. I play casually and occasionally (thanks for making the game with no monthly subscription fee BTW, I love you so much for this. I’d rather spend money buying gems than be forced to feel obligated to play because I payed for a month).
I use long passwords containing random words, digits and symbols exclusive for every account. I utilize other ways of protection as much as possible too.

And yet, here I am, writing this because my account was terminated not so long ago (I was so mad at first), Guild Wars 2 standing out from other games not only as the most awesome game “evah” but also as the first MMO giving me such trouble =))

Ok, my post is probably already too long. I just thought I’d speak my mind. The thing is, that I found my main exactly where I left him, everything in order.

Yeah, so.. Something is not right with your “go-terminate-that-guy’s-account” system. Go figure =P

My girlfriend has been wrongfully accused of using of third party program and has gotten banned for more than two weeks. Not even sure what caused ANet to suspect my girlfriend but she has definitely not used any third party program. We had been playing together for weeks before the incident and have never encountered such problems. Now both of us have stopped playing because of this.

We sent a ticket weeks ago to explain the situation but GM replied with an automated response and insists that my girlfriend is in the wrong without even providing proof. Sent another ticket (Incident: 121124-001746) on 24/11/2012 to appeal and has yet to receive any reply. Please help. It feels as if ANet has just robbed my girlfriend of her hard earned money.

A friend of mine got his account suspended. His public name is mcquack.9678. He sent a ticket a week ago and support said that the Payment Review Team was checking the sittuation, but a week has gone and no answer. Can somebody help us with this?

Just got home from work and couldn´t log in

Changed de password with cd key+mail+char name and was able to log in again.

My chars where there but in another world ( desolation) when i was Blacktide
My main was in southshore cove underwater when i was in halls of the mists

Didnt got any notification in the mail but got to see in the acc security notes some one had logged in from CE (not sure what that is )3 hours ago.

Already sent a tiket and got responce saying i will be contacted in game.

Still waiting atm…

First time i got hacked in about 10 years of online gaming. I still have most of stuff but my cof daggers are gone and i have like more 7 gold or so..the hacker sold some yellows and probly salvaged the daggers..

Any one got similar problem and got restored or rollbacked ?
Do i miss the game master help if im at work when it pops ?

Im glad with what i still have but this is where some quality service could shine.

Best luck guys and change your pass more ( i did it only twice )

My account got hacked today. Two chars full exo and a lot of extra exos have been dissapeared. I filed a claim and i am waiting. Have you got any news ? Did they restore your account ?

I’m posting this with my old account that got permabanned like a month ago for “RMT”, because my current account doesn’t have access to the forum now.
After my old account was banned I decided to buy a new one from the official website to continue playing so that I won’t miss the halloween event. The new serial code was bought on october 26. I have been playing this new account for about 3 weeks then it got suspended on november 22. I filed a ticket immediately and the support team told me that it’s actually a fraudulent purchase.
I went to the bank yesterday to check my credit card transaction and found that the $59.99 was refunded on november 8. My credit card is in good standing so I basically have no idea why this would happen.
And the support team even told me that they will not able to assist me with this issue and I’m locked out of the forum. It feels like Anet is accusing me for committing a crime. Obviously the support aren’t going to discuss with me any more, so I have to post it here.
Now I want to know if it’s possible for me to buy a new serial code to apply to my current account. And if I can, will I still be able to purchase it with this credit card?
I’ll attach my bank statement of the transactions if it’s needed. Thank you.

Incident: 121122-001106

Nov 8 rings a bell, you should do a search in this forum, there were lots of people complaining about the exact same issue.

You ask customer support to help you reclaim the account with a new code. However you’ll need to use a different credit card or payment method to buy the new code, as your previous card is now banned.

Hi Gaile I just recently updated my ticket with more information and hopefully they will be able to solve my account issues. My question is why did I get banned three weeks ago( the source of all the problems). If you could get to the bottom of it for me that would mean a lot. Right now it feels like I was banned for no reason and now there are more problems just stacking on top of it. If you can not tell me is there anyone you can direct me to.
[Incident: 121114-000212]?

Constandinos.8401:

My account got hacked today. Two chars full exo and a lot of extra exos have been dissapeared. I filed a claim and i am waiting. Have you got any news ? Did they restore your account ?

No. The things i lost are gone for good.. i will move on with a new 15 digits password.

Arena Net was kinda fast sending me the mails and they restored my chars back to blacktide but they did nothing to recover my gear :

" In regards to missing gold, characters and items, currently we are technically unable to provide restorations or any direct assistance with reclaiming what was lost. Thank you for taking your time to write to us! It has been a pleasure to assist you!"

Im sorry to know you also got hacked and i wish you the best luck

Alpha.9354
Was terminated 11/28, Incident: 121128-002416
No reply to ticket and no terms of service violation
-accused of botting/macro without a violation, can a mod to look into this?

my friend BlackDiamond.8140 got suspended 2 days ago
[Incident: 121128-000047]
no reply to ticket and no information why the account got suspended also cant get into the forum, so i posted on his behalf

[Incident 121127-001175]

got suspended due to account issues, no reason given why, just got kicked out the game for 3 days now …. very dissappointing to not get even told what I’ve done wrong …

So we meet again!
Yes, that’s true. I’m banned again. I guess I’ll just post in this thread seeing I used this thread before also. The response I got a bit less than a month ago stated that my account was released and that I was able to reactivate it. It also noted that I wasn’t able to use the European serial that I provided, because my account was made with a North American serial. Despite this I was able to log in after that ticket response, so I figured that the ArenaNet Support team DID activate my account with the European key I provided. However, last night I got banned with the same error code as before 45:6:3:2114. The strange thing is that I tried to enter the European key that I acquired a month ago to activate my account.. and it actually did use the key (It didn’t say it was in use or that it was of the wrong region, which it said at first). Now I thought maybe it just never said that it was in use, so I tried to enter it again and guess what? Now it is in use. However, my account is still suspended. I made a ticket, but I don’t feel like waiting 6 day s to even figure out what’s going on and then getting random template e-mail that aren’t even close to being answers or actually mention stuff that is simply untrue (My account was not getting reinstated according to the ticket replies I got, however thats different from what I received from Gale Grey and also different from the final response I got).

I really hope it can be resolved a bit quicker this time.

Old Ticket Number is: 121025-001807
New Ticket Number is: 121130-000077

It’s also funny that at least my forum access is reactivated. This wasn’t the case when I got banned yesterday night. Its also funny that the new ticket that I made is immediately marked as duplicate (Even though it didn’t seem like the old problem at first) and that my old ticket was changed from Closed to Updated. Now I wish that would actually result in a response!

Gaile Gray.6028:

Just a note to remind you this is a player-helping-player discussion thread. There are a lot of good ideas being shared by players and we want you to have the chance to glean their wisdom because it may address your particular situation. I encourage you to read through the thread and see what you can find.

If you need help, and if your ticket is at least three days old, please feel free to post in the “Ticket for Review — 3 Days and Older” thread [If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

i’m sorry if i ask a noob question about suspended account as i never get suspended on any MMO’s before…i’m actually login to the forum using my friend’s account…i need some answer because i feel a lil uneasy and upset . Why did my account was suspended because of “naming policy breach” ..and i never use any offensive name (ign: glorialucce,gloria whisperwind,barenhall ashburn, gaehorn dawnbreaker)

and second..how long usually it take to resolve this kind of"suspended account" problem…i really love GW2 and im a lil upset because lots of suspension and ban actually happened on wrong account/innocent account…please answer so that i can relax a bit…im sorry for my bad english and if i have any offensive word…thanks in advance..=)

edit : i submitted a ticket ..121130-000631
account id : Spartan.6587

Hey,

I just tried logging in to my GW2 account after not playing for quite some time to find out my account was terminated for “engaging in or assisting with gold or item sales for real-world money”, while I never did any of this.
The only possibility would be someone doing this on my account after hijacking it, but I would receive an email if someone tried logging in and my recent log ins show no IP’s I haven’t connected from myself.

I’m really curious how this could’ve happened and am very dissapointed as I never engaged in/assisted gold or item sales.

Thanks in advance,
Emile.

I got a 3 day ban for being to good in sPvP… The only reason I can think of anyway…

Xou need to write a ticket to get help lick on “support” on top of this page, than on “ask a question”. Dont forget to add all account details to your ticket that you have. Name of charakter, serial number, where and when you purchased, your accounts name (Ninja.4018) and such.

Good luck!

D.

Think again. From your behaviour so far I could imagine a ban for bad language, bad charakter names or anything like this?

Leira.9702:

Think again. From your behaviour so far I could imagine a ban for bad language, bad charakter names or anything like this?

Thinking….

I played for an hour and a half and didn’t say a word to anyone or type anything in chat… Actually majority of that time was looking at different builds in forums.

Character Names – All my character names are variations of Gankfest with ASCII characters…

So instead of worrying about me or feeling the need to troll my posts. Just keep it to yourself… Thanx!

It might also be your account was closed in error. If you wrote a ticket and got no response after 3 days just post your ticket numebr in the “older than 3 days” thingiethreat.
Gaile will than make some people work harder to get your problem sorted out.

In my experience just give them all the info you have and youll be good after 3 days in case its just a common problem and none of the big ones.

It might also be your account was closed in error. If you wrote a ticket and got no response after 3 days just post your ticket numebr in the “older than 3 days” thingiethreat.

The suspension is for 3 days, so waiting two weeks to get a response back from Anet on how they’re a bunch of derps wouldn’t really fix my problem…

I already sent in a ticket, still waiting on a response…

This is the part where you move on… Thanx!

A response to minor issues usually takes 24-48 hours. So it might at least give you a day or two if you submit a ticket. In the forum no one will be able to solve your problem. Posting various times on different threats also wont help.

I agree that its not the best way possible but sadly the Support Team cant work any harder or faster than their ressources allow them to. Since the game is F2P (basically) the support team has not the biggest size ever (I assume).

Have a great night and good luck getting back to owning pvp as fast as possible.

Just posted my 3 days old ticket. Hope there’s response, though i don’t get my hopes up.

The review ticket thread (3 days or older) is like they’re saying “if your ticket is low priority, please wait at least 3 days, the team very busy handling more urgent ticket”.

I think Arenanet need to increase it’s manpower for customer services.

I have been wait for like 15 day for someone to help, but im not get any help at all i have 2 tickets in over 2 differnet key. soon to be 3 cause i just waste another key trying to reslove my issues : (

they have block all my game key now and noe one is geting back to me for sine the 17 nov.

Just got my account back. Thank you Gaile for speeding up the support team’s process. For everyone else I recommend that you be very descriptive about the issues. It took them 3 weeks to complete mine but I am pretty sure I wasn’t really clear with the problem for the first 2 weeks. Screenshots and what ever evidence you can give them will probably speed the process along. Just keep updating your tickets.

Someone has logged into my GW2 user and is playing on it all day, so i can’t do something too get him off. I can still log on my account but can’t play… when i shall log in with a char a massage comes up: another client has connected to guild wars 2 using this account. is it some way to play again or do i have to wait for an update??

reset your password asap.
that would be the first thing i would have tried tbh.

i have that, and still can’t log on as any chars :/

hmm i would have thought soon as you log in with your new password the other person would have been kicked.
only thing you can do then is contact support.

Contact support asap to get your account locked down then work with them to have its security restored.

Better to get it banned/locked quickly to prevent anything that hasn’t already gone from being stolen off your characters.

Hi, i was wandering how my GW2 account got banned? cause I have only palyed it a few times, and I didn’t do or say anything out of place. So please fix this issue as soon as you can, I would Greaty Appreciate it very much. TYVVVM

Schatzie.1283:

Hi, i was wandering how my GW2 account got banned? cause I have only palyed it a few times, and I didn’t do or say anything out of place. So please fix this issue as soon as you can, I would Greaty Appreciate it very much. TYVVVM

You need to send a support ticket – they will tell you nothing on here about that.

Same thing happened to me. I submitted a ticket for my account to be recovered, so here’s hoping…

Hello, everyone i just wanted to ask what should i do?, i havent played the game for a long time.
And today my friend and I was going to play so i downloaded it and tried to login in a screen popped up and it said " Your Guild Wars 2 account has been terminate for engaging in or assisting with gold or item sales for real-world money, wich is a breach of the User Agreement and Rules of Conduct. this action is permanent"

I have no clue what to do, if someone has had the sam issue please please let me know.

Thanks (sorry for the bad writing)

Well if you are a gold seller there nothing u can do.

If u got hacked well too bad Anet cant do anything too.

They might give u another account (lol) but u will have nothing there.

If you have not already, file a ticket with customer support. Please make sure not to file multiple tickets. If you need to include additional information, please feel free to do so in your existing ticket. For information on filing tickets, please check the thread linked below in my post:

https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post285416

If after 3 days of no replies to your ticket from customer support, you may wish to post your ticket number for review in the following thread:

https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first

Its a growing number of us that have got hacked. As of now they have no way to restore you account, they expect you to pick up the game and build it up again where some one has left you depleted of resources. Keep in mind tho there was a poster that stated he had been hacked twice in a week, so its a constance threat that you will build up your account again only to be hacked again. Now some will say its key loggers ect but 1) the seriel code that you use to change the pw has never been used on this computer they had to have got it from some where since it wasnt from me then who 2) I got 3 emails asking for acceptance that some one else be allowed on my game but not one email stating that my pw had been changed but I did get a email notification when I changed it to get it back 3) nothing but my gw2 account was touched not my other gaming accounts, my email accounts, or bank accounts just this game. The whole thing stinks but as far as it goes other games will restore your accounts in these situations, I see no need to waste my time with a game that doesnt have this same feature.

PS not one of the 3 mails asking for account access were opened or deleted.

deborah.2068:

nothing but my gw2 account was touched not my other gaming accounts, my email accounts, or bank accounts just this game. .

^^This is the one thing that makes no sense, each time someone says you have to have a keylogger/trojan/whatever other fancy hack, then why is only my GW2 compromised. I had left to Japan for a month and was off the grid so to speak, so if it was a keylogger for example why not my bank account, Amazon, paypal or any of the other things I routinely go to. Surely those are worth more than the gold they transferred off my character.

They had a whole month to do any transaction, yet it was kind of them to only go after my GW2 account?? Doesn’t make sense

Hey man thanks, I posted in another thread and Gaile Gray got back to us which is nice. Im almost shaking over here in worry haha. I posted a ticket and if the guys are looking into it I can only hope It gets sorted out