Guild Wars 2

I’ve requested some information through the new support system and when I tried to reply to the email after I got a response I get an email saying that gw2 support uses a new support system and tells me to make a new request and it lists the links. On the email which I am trying to respond to it says to add more information simply reply to this email and there is a grey color sentence that says to “type your reply above this line” just seems that it doesn’t matter where I type it sends me that email of the new support system I have tried many combinations to type and send but to no avail. Does anyone have a suggestion that I can try? Maybe someone had found the solution.

I have posted a picture of the email that it sends me

Thanks guys!

You should have an option to press Reply to an e-mail… But on yahoo is under the e-mail.

That email is an auto generated email for informational purposes only. It’s just to make sure players know about the new email system. You should not try to reply to that one as it has nothing to do with your ticket. When support actually responds to your ticket, that is the email you would respond to.

ShiningSquirrel.3751:

That email is an auto generated email for informational purposes only. It’s just to make sure players know about the new email system. You should not try to reply to that one as it has nothing to do with your ticket. When support actually responds to your ticket, that is the email you would respond to.

I am not replying to the auto generated email I am replying to the email a agent sends me and when I reply to the agents email the email in the picture is what is emailed to me

Like I said, it’s just an informational email to let people know about the new support system. If you are already using the new support system just ignore it and delete it as it has nothing to do with you now.

Ok but is support receiving the reply that I’m sending? I received a response by an agent an I’m trying to give him some more information so I’m replying to the email he sent me and after i send my reply I get that information email I just don’t know if my reply is getting received

Again, I am not replying to the automated message

Thank you Gaile my ticket number is #10192

I have sent the original request through the new system the email that the agent responded had a reply line I will attach a second picture to be clear

This is the reply part that is in the email the agent responded with

Thank you Gaile! I really appreciate your help

I had this issue too. I’d hit reply and the email would send it to me and not gw2 support.

Awesome when I get home I will try to send the reply again hopefully it’ll work!

Gaile Gray.6029:

Definitely this is a bug, and we thank you for posting to make us more clearly aware of it. You’re responding to the ticket in the new system, rather than the ticket in the old system. Both should work, but there’s a glitch, so that’s why the system keeps spewing out the auto-response. And hey, did you hear we transitioned to a new support system?

Anyway, an agent is merging right now, and we’ll be sure that we follow your instructions and answer your questions very soon. BTW, no action will be taken in regards your question. The original agent misunderstood the question, and was offering you a service that I can see you didn’t request. No worries! The answer to your question is that we do not auto-close inactive accounts.

Gaile thank you for the answer to my question about the auto-close of an account I just sent out again my reply and did not entirely read your post and did not see you answered my question I apologize for that (I was in the process of cleaning the roof of my house haha) but hopefully I’ll get a response in which I already know the answer but at least I will know the system is working.

Thanks again!

Gaile this is happening again. I hit reply on the email ticket sent to me and it bounced back to me directly — it shows sending to you guys when you hit “send” but then a moment later it appears back in my email inbox.

A verification here:

https://plaync.custhelp.com/app/utils/login_form/

Shows the ticket did not get updated by me hitting “reply” … so something’s still wonky.

I wound up udpating that ticket at the site. But it’s not adding to the feed when you hit reply via email.

Oh you’re already on it. I reposted in your new thread about passwords the info he wanted and updated the ncscoft site ticket. Was just flagging you that it didn’t appear to update the ticket at ncsoft and seem to rebound back to me.