Guild Wars 2

Hi, my friend finally purchased GW2 at my bequest and she finally installed it and loaded it today. However, after registering the game, via serial code, name, birthday, display name, and getting a registration confirmation e-mail… she tried to log into game.

Apparently her user name/password was not working.

She had since submitted a ticket. But I recall that it should be easy to change password as long as you have your username (e-mail), your serial code from the box, and your character name.

Problem is, under the forgotten password recovery page, you need a character name, but that hasn’t worked for her since she doesn’t have a character yet…as she hasn’t been able to log into game to create a character.

This is really perplexing, as I have been strongly advocating this game for her, as with others. This is one of the first times myself and my guildmates, and many on my server (duriny beta and earlier release) have come across this problem… what can we do to remedy it?

Her ticket info is…[Incident: 121220-000770], I think. She has submitted a ticket, but now she can’t even log into her support account. She is having serious issues, and coming from World of Warcraft, she keeps asking me if there is a number she can call for live customer support. Anything like that at all?

Any help would be appreciated. Thanks.

Did she choose a unique password she has never used on any other site before? And did she use a unique email address she doesn’t use for anything else?

Hackers have been targeting GW2 with a vengeance since launch and people with small holes in their personal security measures are potentially at risk so ArenaNet have been stressing high standards of personal security since launch. ArenaNet’s databases have not been compromised yet they do what they can to help people get through their problems, one just needs to be patient with them considering the volume of tickets they receive daily for all manner of player issues.

ArenaNet do not do phone support. Which makes sense to me, I never find phone support very useful.

Just to confirm, my friend went through the steps in the video via this link:

: https://en.support.guildwars2.com/app/answers/detail/a_id/8982

She got the confirmation e-mail that read….

Forwarded Message——
From: noreply@guildwars2.com
To: XXXXXXXXXXXXXXXXXXXXXXXXXXXX
Sent: Wed, Dec 19, 2012 4:06 PM HST
Subject: Thanks for registering!

Congratulations on successfully completing the registration process for Guild
Wars 2!

Save this e-mail for future reference!

Your account name is: XXXXXXXXXXXXXXXXXXX

Use your account name to log in to the game client and to access your account
management page (http://account.guildwars2.com) and the official Guild Wars 2
forums (http://forum.guildwars2.com). Please keep your account name confidential
in order to protect your privacy and your account security.

Your Guild Wars 2 display name is: XXXXXXXXXXXXXXXXXXXXX

The Guild Wars 2 display name is your unique identifier that will be seen
in-game and when you post on the Forums.

You may download the game client at account.guildwars2.com/download. If you are
having issues downloading or playing the game, please visit support.guildwars2.com.

We’ll see you in-game!

The Guild Wars 2 Team

So I believe she did register correctly…. just weird that the password she used to register, which she had to type in TWICE, correctly, is not incorrect. She did not even get to the e-mail authenticator notice, nor was she able to get into game to create a character.

Bluestone, although she used her regular e-mail address, she did choose a NEW and unique password, that is at least 10 characters long. This was a new password she has never used for other games.

I know it sounds like a stupid thing but did she have CAPSLOCK on when entering her password at registration but then not when entering it in the launcher (or vice versa).

If little things like the above can all be ruled out then the only option is to wait it out with support. At least she is not wasting a subscription in the meantime (since GW2 has no subscription).

Yeah, I tried variants of her password, caps, no caps, caps on various letters, numbers forwards and backwards, etc. Maybe I should have tried more. She tried many variants too… no avail. Dunno what the issue is…

She authenticated her email? I don’t remember what step of the process requires authentication/validation. If unsure just get her to check her emails inbox.

I am not sure if I am using the right terms, but her e-mail was “registered” as her user name (the one we use for log ins just about everywhere for GW2). However, the e-mail authenticator or IP authenticator (like when you reset your router or play from a different location), she didn’t do that as she was not even able to log into game.

Usually we get the e-mail authentication now when we log in for the first time, ever… and it makes sure our IP is where we are gaming from. We check our e-mail, click the link, check yes or whatever, and the log in proceeds forward. So in that sense, she did not get to the authentication step.

Did this issue ever get resolved, and if so what did you do to fix it? A friend of mine is having the same problem and hasn’t been able to play since he got the game a week ago.

Good to know, but I know my friend has still been trying for a week to get his account up and going. Said he was contacted by support about two days ago, but has yet to hear back from them.

Just for reference here’s the link to the thread he started.

https://forum-en.gw2archive.eu/forum/support/account/Invalid-loggin-password-issues/first#post1055658

My original GW1 PW had a @ on it. GW2 launcher would never work with that password then I tried doing it with only letters and numbers (no @) then it worked.

Pretty sure he didn’t use any symbols or odd letters in his password. It’s been a problem from day one.