Guild Wars 2

Who do i contact about being double billed for gems? i purchased $20 worth of gems today (using paypal as the payment method) and an error came out saying the transaction couldn’t be complete, or something. And no gems were added to my account.

So.. i tried again, and the second time the gem purchase went through and i didn’t get an error.

However, just now, i see the first transaction to buy gems (with REAL money through paypal) actually ended up going though after all, although belatedly. So now i have twice the gems i wanted.

Trouble is.. i can’t afford twice the gems and my bank account might get overdrawn by the end of the month!! How do i stop this second payment? Or get Anet to reverse it?

Who do i contact about this? It’s really confusing (to me anyway) to sort out how you get in contact with an actual person who works for Arenanet that could help.

A friend suggested i “bug report” it in the game, but i feel like this is more than merely a “game bug”. i don’t even think it was a game bug, per se, but a bug between the game and paypal communicating. So i dunno :\

Okay soo.. i think i found
https://help.guildwars2.com/anonymous_requests/new
..and filled out all the info. Unforntunately it won’t let me submit a request since i don’t know my “GW2 Serial Code”. i pre-ordered directly from Arenanet a digital copy.

The support page says my serial code is in some original email they sent me 2 years ago. Well, i don’t have that email anymore. So, i have no idea how the heck i can submit their support form.

i looked in my “account” section that’s linked to the forum to see if somewhere in there it told me the serial, but it doesn’t seem to

So… is that some kind of support PHONE number that i can try?

No phone support. You need to submit a request using the site you have linked above. Above the place for serial code (CD key) it states if the information is unknown, leave it blank.

Make sure, though, to choose something from both of the drop-down menus in the form.

Good luck.

Thanks for the tips, Inculpatus, i’ve tried the form again!

This happened to me and I just want to quickly high jack this thread to commend ANet on how quickly it was sorted.

I bought 800 gems accidentally twice and emailed their support team immediately. Within 2 hours the extra 800 gems were withdrawn from my account and I was refunded.