Guild Wars 2

Hello,

I have been trying to create a support ticket for original Guild Wars for an hour. I need to reset my password on a secondary account. This account is not linked to my Guild Wars 2 account.

However, when I try and submit the ticket the top reads an error:

“Request could not be created as: Guild Wars 2 Serial Code: is invalid”

Even though the kitten page reads:

“Please enter your alphanumeric serial code (if available) in the form ABCDE6-FGHI5-JKL4-MN3-OPQRST7. This code can be found in the email you received upon purchasing the game (if you bought online directly from us) or with the packaging of game (if you bought a physical copy). If you don’t know this information, just leave this field blank.”

Now, I have not put ANYTHING at all in the field for the serial code and left it blank, yet this stupid error kicks back every time. I need a way of getting around this and getting my password reset.

Any assistance would be greatly appreciated as there is absolutely no way of creating a support ticket without a serial code apparently. This is an obvious issue with the website and needs to be fixed.

Best,
Van

Make sure you choose an option for each of the drop-down menus. (I believe there are two in total.)

Not choosing an option for the drop-down menu will create an error such as yours.

No serial code is necessary.

Good luck.

I have checked and double checked about 15 times over and each submission removes all selected choices for the issue I am reporting as well as removing my name, address and date of birth. Therefore I have to again continue filling out all of those fields.

I appreciate you attempting to help but I would really like a response from an official person on the Arena Net payroll to give me some direction. It isn’t one of the empty spaces being left blank, it literally only says the Serial Code is not valid and I have not put anything in that field.

Best,
Van

I am not referring to the fields you fill out, but the two small drop-down menus. Specifically the ‘Specific Issue’ one that defaults to ‘no selection’ right above ‘Full Name’.

Edit: I see there are 3 drop-down menus when first choosing Guild Wars 1 issue, then Account Issue: Reset Password for the second drop-down menu. (The third drop-down menu being Operating System.)

Still, if you wish to wait for an official response, I hope Michael checks the forums soon. =)

Good luck.

Dude… Do you think I wouldn’t have checked all of that?

And your point is completely null because if any of the fields are left blank or the choice options not selected, it will not submit the ticket and kicks a corresponding error. It is not an issue with leaving something “un-checked”. There is an issue with the page formatting and it is requiring a Serial Code because that is the only error it displays.

Yes, apply for a job with Arena Net tech support and Good Luck to you too.

Thanks,
Van

No problem, sis. As noted above, I hope Michael sees your thread, and responds with all haste.

You might try submitting a GW2 account issue one, instead, even though it will take longer to get to the right CS Team representative. If you think the web-form is not working correctly for GW1 issues.

Do be aware…leaving the drop-down menu at ‘no selection’ (which does not apply in your case, as you stated) for some odd reason gives a Serial Key error.

Again, good luck.

Sis? Are you referring to me as your Sister? That’s respectful.

Seriously man you need to get a life and stop trying to impersonate a support person. You are only compounding the issue further and creating more frustration. In essence you are trolling in the most reputable way possible. Please stop and move onto one of the other topics you are moderating as an unpaid employee.

Best,
Van

Why are you posting the the forums if all you are going to do is attack people that try to assist you?

I just tried it myself. And it works quite well, without ever supplying anything other than the few required things. So either the website is specifically bugged for you, or you are missing something.

Okay,

So I was able to use Internet Explorer and get a ticket submitted. I then subsequently tried through Chrome and it worked. I don’t know if the page was just having issues or what was causing the error.

And I was not attacking him. Give me a break. I came here to get support from Actual Representatives, not players. I was extremely frustrated and had exhausted trying to submit a ticket. I realize that he was trying to be helpful but he really just caused more frustration.

In all honestly, having to submit a ticket to reset a password is absolutely ridiculous. There should be a simple email method or a series of security questions to answer in order to do a reset.

And people offering support should consider that most people are pretty sensible when it comes to technology and would have only used this kind of contact as a last resort. I would call an 800 support number if that was possible. I mean, I think in the end it would save everyone a lot of time and effort if things were made a bit easier. There aren’t any other options to reaching support and that is sadly, one of the serious negatives to this developer.

Hopefully that gets better in the future so a person in my situation doesn’t have to utilize a public community forum to try and reach support directly.

Best,
Van

Vancien.1980:

In all honestly, having to submit a ticket to reset a password is absolutely ridiculous. There should be a simple email method or a series of security questions to answer in order to do a reset.

If your GW1 account has a legitimate email address (not @ncsoft/etc), you remember a character’s name and the account’s serial key, you can use the forgot password option in the same way you would for a GW2 account.

If your GW1 account doesn’t have a legitimate email address, support is required because there’s no way to contact you. Once you regain access to the account, you’re supposed to change its email using account.guildwars2.com.

If you have an idea of what your password is, you can attempt to brute force it by logging in using account.guildwars2.com. Since a character name isn’t required, this is how you can check your password. If you don’t know a character’s name, look through old screenshots or if you can vaguely remember one, use hom.guildwars2.com to verify it.