GW2 Tickets for Review (7 days & older)
I bought a kasmeer’s staff skin and then I transmuted it with the blue level 80 transmutation for a better weapon and I chose to keep the Kasmeers’s staff skin but it kept the skin of the level 80 pearl staff! it mustve been a glitch and then i buy a transmutation splitter for 300 more gems and it still didnt turn back into kasmeers staff! i am really upset and now i cant buy another kasmeer staff for my mesmer and i would really appreciate it if i could get my staff skin back please i cant ever get it again and it was my favorite weapon or a refund for the staff and transmutation splitter? i put in a ticket before and also i had like 10 glory boosters that i got from multipack that i never used and they are gone now which upset me i please just would like what i deserve im sorry for the inconvenience
Request #449120 “Glory boosters” created
submitted ticket 3/13/2014
1:14AM
First ticket was on sunday March 16..re wrote another ticket on tuesday March 18 #465546 than came across the do not duplicate tickets thread . My bad. Didn’t receive any automated responses nor a response from customer support at all. My account got hacked and I requested for a account roll back. Checked my spam and junk filter. Nothing in there. I Changed my password and setup the mobile security email with the phone thingy. My account hasn’t been compromised since. But there’s no point on playing and buying Gems since I requested for an account rollback.
I asked support to change my GW2 account email a while back,
now i cannot access my GW1 account with my old or new email.
Changing the password on ncsoft works yet the game will not allow log on.
Opened a support ticket with NCsoft on the 17th, was advised it was being bumped up to a Senior Member, then they stopped answering my emails.
Your request 30673:Unable to access my Guild Wars 1 account
Posting for my wife, she can not log into the website:
Ticket # 468377
5 days old
GW2 Tickets for Review (7 days & older)
in Account & Technical Support
Posted by: KingdomLenoil.1526
To Whom it May Concern
CC: Support Staff, Gaile Gray,
I am writing this email in regards to a recent termination of account that I feel is unfair.
I am a dedicated player under the account name of ‘Sexyboy.6274’.This is my second time addressing this situation and though I am aware that I am not supposed to submit duplicate tickets, I apologise and would like to come forward with an explaination.
In regards to my tickets that i’ve submitted, I feel that I have not given enough evidence that my account was compromised with a result of termination. I would really appreciate it that you can look into this thoroughly.
Below are the circumstances to my situation:
I was at a Karma vendor at Cursed Shore when the game stopped and I received a follow up message that i was terminated. Since this time I had not even looked at the GW2 installation folder since the 1st stress test, I have no idea what could trigger this game alteration message. I am simply puzzled by this message and cannot think of anything that I could have done to trigger it. I am getting banned for something I simply did not do, nor think about EVER doing. This is due to the fact that I would have a lot to lose based on my time spent and dedication to the game. I sent a support ticket 5 minutes after prior to ban to empathize that i still am an active dedicated player.
My account has been pretty secure was not hacked with no one except myself have access to this PC. I haven’t installed any new software in a while, I do however received an email which appeared in my junk “old guildwars email” stating:
View link: http://imagizer.imageshack.us/v2/1600x1200q90/19/nos8.png
I have notified the support team regarding these phishing link that i have received and also after clicking it, i started receiving more emails from unknown areas!
Authorisation link from China when i am remaining in a specified state.
View Link : http://imagizer.imageshack.us/v2/1600x1200q90/33/1zj1.png
My gmail account got breached right after i received this above mail.
View Link: http://imagizer.imageshack.us/v2/1600x1200q90/69/6i7t.png
GW2 Tickets for Review (7 days & older)
in Account & Technical Support
Posted by: KingdomLenoil.1526
I have about 6438+ achievement points, I’ve been with the game since the 1st stress test and never had any sort of issues, nor have I been involved in any warning/account suspension except for an instance one week before this terminated occurred. That instance might have been resolved. (request (398821:Guild wars 2 account terminated)). I have been putting a lot of effort in keeping this community alive and also advertising the game to who ever was listening to me. At this point I am not sure what else I can do or say in my defense, thus I have waited for support team reply and offer offer my full support in identifying the possible cause of this and hopefully prevent it from happening to other innocent players. Yet, all the replies i get are all generic formatted replies that deemed me as an 3rd party abuser.
While you are positive that your detection software is not wrong, I am also quite positive that I did not do anything infringing during my playtime. As I explained in my previous reply i have over 6000 achievement points I am rank 35 in fotm since last november and also I am a Level 27 spvp rank. I also have money and a legendary, it doesn’t make any sense to any reasonable person to CHEAT (no-reason-what-so-ever) Also to be accused of something I didn’t do and get a permanent ban without giving them a reply with what program type are they accused of using, is beyond reason.’
If I am to be banned I would like to request for an official explanation from your company on what I have been accused of doing. I feel that the ban I was given is somewhat outrageous. Along with the ban I was given an unprofessional generic reply of using a so -called 3rd party program and warrant that as a good enough answer to a permanent termination. Please do not forget that there is both time and money spent on your game. I as a legal customer deserve a proper explaination.
I am simply asking you to tell me what I was accused of doing using those 3rd party tools. Basically you are terminating with a click a very active account with over 2000 hours invested and you do not even tell the person what is he accused of doing.
I state I did not use any 3rd party tool nor tempered with the game client, and I cannot prove otherwise IF I don’t even get a vague idea of what I was accused of doing wrong. This is beyond frustrating and I cannot defend myself without knowing the facts or at least an idea of what I was accused of. I don’t even want to know how many other accounts were terminated in this manner nor how many falsely accused players weren’t provided with the means to at least defend themselves. I do not agree with this haphazard method of right wing execution.
I sincerely would appreciate help in getting this figured out or at least properly communicated on. If this account is not to be restored, I may have a hard time understanding and accepting that, but what I can’t understand is how do we make sure that this “instance/ violation” does not repeat or occur on other accounts when we have no knowledge of its existence of cause? I have the ticket number, email correspondence, etc., so that information is available but what I am really in need of is someone that can take the time to look into this matter, help me understand and troubleshoot what has taken place, so that we can find the root of this problem (program/software?) and have it resolved/removed so that it does not reoccur. Thank you
470346 No response in almost 5 days. Constantly being forced to change my name because of “offensive” wording. Nothing in my characters names’ is offensive.
Posting from my sisters acc since i can’t log in to forums, latest response was 7 days ago #460472
(edited by Naima.6157)
Update: 24 March 2014
462257 – Resolved.
449120 – Resolved. The team is not able to replace your items.
476988 – Resolved. Three tickets. Please do not submit duplicate tickets.
470346 – Resolved.
465546 – Two tickets. Please do not submit duplicate tickets. Agents have been responding to you, as early as last Tuesday. Please see this thread for information about non-receipt of e-mails.
30673 – And agent will review this GW ticket for you. We apologize for the delay in responding.
468921 – Under review. We apologize for the delay in responding.
468377 – Under review. We apologize for the delay in responding.
460472 – We are treating this as a hacked account issue. The account has been secured and an agent will address this as quickly as possible.
434963 – Five tickets. Please do not submit duplicate tickets. Final Answer: You were not phished, you were not hacked, and account sharing (which you admitted in February) is forbidden. After three separate incidents of botting, the account will remain closed and no further information will be provided.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Update: 24 March 2014
462257 – Resolved.
449120 – Resolved. The team is not able to replace your items.
476988 – Resolved. Three tickets. Please do not submit duplicate tickets.
470346 – Resolved.
465546 – Two tickets. Please do not submit duplicate tickets. Agents have been responding to you, as early as last Tuesday. Please see this thread for information about non-receipt of e-mails.
30673 – And agent will review this GW ticket for you. We apologize for the delay in responding.
468921 – Under review. We apologize for the delay in responding.
468377 – Under review. We apologize for the delay in responding.
460472 – We are treating this as a hacked account issue. The account has been secured and an agent will address this as quickly as possible.
434963 – Five tickets. Please do not submit duplicate tickets. Final Answer: You were not phished, you were not hacked, and account sharing (which you admitted in February) is forbidden. After three separate incidents of botting, the account will remain closed and no further information will be provided.
470346 – is not resolved. there was absolutely no research done into the problem. it was given a generic response of “common slang spelled backwards will be censored.” there was no use of slang it was a use of phonetics that one player had a problem with and suddenly I’m being forced to repeatedly change my character names. this is a severe lack of customer service for players who spent several dollars on both the game and in game items, not to mention those who support the product as a whole.
Posting for my friend again.
Still waiting to hear on update for tickets 464600 and 475038.
Thank you.
468067 should be my Ticket ID?
I’ve been getting Error 7 for 5 to 6 days now and sent a ticket in 4 days ago.
I sent in the Guild Wars Test zip they asked me to make and no reply.
EDIT: So I got the feedback email, It turns out it seems my email never went through to you guys, I’ll be resending the Zip file and hope you get it ASAP.
Officer of Power Overwhelming[ZERK].
First term Forum PvE Specialist.
(edited by Riku.4821)
Same here please.i need my gems back.thank you.
Request #485003 “flame kissed armor”
Request #474705 it’s been about 4 days since the ticket was submitted and first updated with a generic “ok we are starting to look into this.” i would really like to hear something back please
EDIT: its now 3/26 and the account that scammed me is still not banned.
(edited by thorodenson.2907)
My friend (who cannot login to his account) wanted me to post here and see if there is any update. It’s been over 8 days and the ticket has not been resolved. Ticket number: 462724.
Update: 24 March 2014
462257 – Resolved.
449120 – Resolved. The team is not able to replace your items.
476988 – Resolved. Three tickets. Please do not submit duplicate tickets.
470346 – Resolved.
465546 – Two tickets. Please do not submit duplicate tickets. Agents have been responding to you, as early as last Tuesday. Please see this thread for information about non-receipt of e-mails.
30673 – And agent will review this GW ticket for you. We apologize for the delay in responding.
468921 – Under review. We apologize for the delay in responding.
468377 – Under review. We apologize for the delay in responding.
460472 – We are treating this as a hacked account issue. The account has been secured and an agent will address this as quickly as possible.
434963 – Five tickets. Please do not submit duplicate tickets. Final Answer: You were not phished, you were not hacked, and account sharing (which you admitted in February) is forbidden. After three separate incidents of botting, the account will remain closed and no further information will be provided.470346 – is not resolved. there was absolutely no research done into the problem. it was given a generic response of “common slang spelled backwards will be censored.” there was no use of slang it was a use of phonetics that one player had a problem with and suddenly I’m being forced to repeatedly change my character names. this is a severe lack of customer service for players who spent several dollars on both the game and in game items, not to mention those who support the product as a whole.
This case was given a great deal of careful consideration. Because other players were concerned about the names, and because at first glance they were quite questionable in nature, the team felt that it was best to uphold the actions already taken — multiple times — on the names in question. Please do not make more characters with that particular letter combination and you’ll be just fine. I know you’re not terribly happy with the decision, but it was made without malice, in considering what is best for the game as a whole.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Good day, been 10 days since i got last reply with my open case
Ticket number:438066
Person in charge : Michael
Thank you
Ticket #472887
It has been close to a week and no reply. They said they escalated my ticket to a “Senior
Customer Support Representative” so that could be why they have not got back to me. Please get back to me soon, Thanks!
-Bemis
(edited by Bemis.9135)
Request #479446 “transmute glitch” created
Kasmeer’s staff
i had the staff from back then around lv 50+ like in the screenshots but once i got to level 80 and tried to transmute kasmeer’s staff with the blue transmutation stone i know 100% i chose to keep kasmeer’s staff skin but it kept the pearl staff skin instead! please look into this and then the transmutation splitter only took the sigil off of the staff…
Request #458688 “Missing items across all characters”
Please could you look into this ticket for me, as mentioned in my original request, I had mobile authentication active so I am unaware how this could even be possible
Thanks in advance
(edited by Tiernan.7624)
Ticket #466647 – banned for things I have not done.
Firstly let me say that they have lifted the ban on this account. Thank you for that. But I need to know how I was banned for 3rd party programs, when the only things I’ve had running while playing this game are Skype, Steam, Internet Browsers, and Grabilla for screen captures. I would assume this is pretty common for the average Guild Wars 2 player – and none of these programs interacted with Guild Wars 2. I have been asking support for more details such as exactly WHAT program set off their alarms. I don’t think that’s asking too much, so I can avoid using whatever program it is in the future. All I get from support are generic copy-pasted messages.. I wish I could talk directly with a real human, either in Live Chat, PM here on forums, or phone call! I have access to my account, but I am afraid to even play for fear of being banned again for something I did not do. I’m starting to believe someone made a mistake in banning me, and now won’t own up to it and just simply apologize.
As an example, how would you feel to be driving down the road, then pulled over by a policeman who starts to write you up a ticket for not having your seat belt on. But the entire time you’ve been in your car, you’ve had your seat belt on. So, after a review of the situation, the officer decides to let you off with a warning. You would be upset! You didn’t do anything wrong, you were driving accordingly to the law and yet you were found guilty of something you didn’t do, even if let off with a warning.
All I ask is to talk to a real person, who can understand the situation, and help me figure out why I was marked as using 3rd-party programs when I absolutely did not. I have read all the official policies, and have not once broken them.
Please do not mark this as resolved, I honestly just want to play.. and right now, I can’t without worry.
His I’m posting for my friend his display name is WarVoid.8329 hes having an issue with the mobile authenticator on his account you see the phone number is no longer in service and he can’t receive the code unless he pays to re connect the cell phone line which he can’t do currently or in the near future here are the tickets that he’s made
484660
485354
485709
488319
Please help much appreciated
Posting again as my original request has not been addressed.
Incident: 120825-005198
This is regarding missing digital deluxe items since the launch of the game, I’ve still not received word on this.
Update: 27 March 2014
464600 – Resolved.
485003 – Resolved.
472887 – Resolved.
466647 – Resolved.
468067 – The team did not receive your attachment. Could you please try updating this ticket and sending it again? Thank you!
474705 – Still under review.
462724 – Still under review. We were awaiting a tool update to help us resolve this; it should be handled soon and please forgive the delay.
438066 – Still under review. We were awaiting a tool update to help us resolve this; it should be handled soon and please forgive the delay.
479446 – Agent responded on 3/23. Please answer the questions to see if we are able to help with your request.
458688 – We are not able to restore the account, as explained on 18 March.
484660 – Six tickets. Do NOT submit duplicate tickets. Because of the high volume of tickets, this will take additional time to resolve.
120825-005198 – We are not able to access tickets in our old system, which was closed on October 31, 2013. Please submit a new ticket and outline your request. Thanks.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
Update: 27 March 2014
468067 – The team did not receive your attachment. Could you please try updating this ticket and sending it again? Thank you!
Okay I resent the email for the third time, I sent it to “support@guildwars2.com” If this is not the correct email could the agent filing my case send me a confirmation email so I can send a direct reply?
Officer of Power Overwhelming[ZERK].
First term Forum PvE Specialist.
120825-005198 – We are not able to access tickets in our old system, which was closed on October 31, 2014. Please submit a new ticket and outline your request. Thanks.
should be October 31, 2013
;o)
Dear support.
I’m waiting for reply for my ticket longer than a week. I asked for e-mail change. Ticket number: 48973
Thanks in advance
I am posting from my other account because the problem is I cannot access the one I am trying to. It is ticket # 486770. I purchased it for my daughter, who has not played in a while. I tried to login but forgot the password I set, I went to reset it but don’t know what she named her character (and being 6 she doesn’t remember either lol). They escalated the ticket but since then I am not even getting responses from my emails to CS anymore. I’d really appreciate your help because I wanted to get into her account before all the feature patch changes go into effect.
Thanks for your time and help!
I am posting this from my brothers account as I am unable to access my own account, my account display name is liamkrbrown.5329.
I have been inactive from the game for several months now. when I returned to it, I wasn’t all that sure what my password was, I tried a few and was getting nowhere. I then tried the ‘forgotten password’ link for account recovery, I filled in the form and I received a generic error without specification. I filled out a ticket, received a response saying it requires further investigation (Ticket number: 485437 , Date : 25th march), and have not heard since, I have provided all the information I could via email, including; Display name, date of account creation, reference number from when I was previously hacked, my serial code, a screenshot of my original amazon purchase of the game, and a picture of my driving license.
I cant see any other way to prove I am who I am, and the problem is unclear for me.
Thank you for reading.
Liam.
Ticket # 483871
Hmm.. Recieved no response; the ticket was ‘closed’? I recieved an email …
‘How would you rate the support you received?’
Or are y’all at the point in just deleting every request I have? And If so. Who/how Do I contact someone higher up on the power ladder.?
Thank you for your response…
120825-005198 – We are not able to access tickets in our old system, which was closed on October 31, 2014. Please submit a new ticket and outline your request. Thanks.
should be October 31, 2013
;o)
I don’t know what you mean! That’s what’s there … ~~ whisper: after a speedy, super-secret edit. ~~
Thanks for the ability to practice my stealth editing skillz.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Update: 28 March 2014
434729 – Resolved.
440775 – Resolved.
460472 – Resolved.
462231 – Resolved.
466647 – Resolved.
468067 – Please check your PMs for an altertive idea. I am truly sorry for all these delays!
48973 – GW2 ticket numbers are six digits. I looked but cannot find your ticket. Please post the full number.
486770 – We tried another fix as of 11:43 AM this morning (Pacific time). Can you confirm if you got the password reset?
485437 – Still under review. Thank you for thinking to send that extra info — I believe it will help get this resolved.
468921 – Verification questions sent on Tuesday. Once you respond we’ll be able to progress on this request.
453596 – We want to help, but your friend has not written back to verify his ownership of the account. Please have him respond to the e-mail of March 14th.
483871 – Multiple tickets. Please do not submit duplicate tickets. Many agents have reviewed your two terminated accounts and this is the final answer: This account is closed and will not be reinstated. We decline to provide the details you seek about our means of cheat detection, for security reasons.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
Update: 28 March 2014
486770 – We tried another fix as of 11:43 AM this morning (Pacific time). Can you confirm if you got the password reset?
I checked all folder again, both via desktop and again on mobile from work just now. I don’t see it :/ not sure if I’m allowed to post my email but it should be going to *myfirstname*S*mylastname* at gmail… sometimes people miss the s in the middle of the email address, that’ said I was able to get the customer service response email so I assume they have the right email address for sending the right reset email to. If there’s anything else I can be doing on my end please let me know and I’ll make sure it gets done asap.
Thanks for your continued efforts to help me fix this!
Posting here again since no reply was received for more then a week now – 464071.
Thanks in advance.
Please check the number 488238, this is the second account of my friend was been terminated by the reason foolish “botting”, we just the regular player of this game, and never use any other program to hurt sth. or sb., why you do it to hurt us once again, please give us a reply as soon as possible.
Update: 27 March 2014
474705 – Still under review.
ok it has now been over a week. idk how you investigate these situations, but the account is still not banned. in fact, this person has recently whispered a friend of mine also trying to scam that person.
Posting for my friend.
Ticket : 488198
5 days since ticket was submitted, awaiting a reply.
Thanks
Hello I posting it for my friend
He not get answer more than 72 hours
Ticket number: 491970
Ticket: 492407
Not answered
Tickets: 467523, which is a follow up to 462833
Last answer: 11 days ago.
- Responded to at first, then followed up into another ticket as the email was thought to be compromised. Was told to be on hold due to a large volume of requests, and likely a complicated issue.
Ingame Name: Guardian Erik
Alright, Gaile you had asked me to post my numbers here. (502797) Those are the numbers and my I feel silly. The title is Phising Email! I misspelled in my haste. I gave all the information I possibly can and THANK YOU that you guys don’t just toss out passwords b/c they have the serial code. But yes, I would like your opinion on this and on the ultimate solution. Someone, I don’t know who, but someone tried to hack my email this morning. Was only one attempt but regardless the hackers do not know all 12 of my passwords! I can’t begin to say how much I love your customer support! I had originally spent the 60$ for Gw2 Deluxe Edition. But over time I’ve bought a decent amount of gems in my attempts to support you guys having such a good game! I will continue to support your game and all of your decisions Thank you so much for assisting me with my heart-attack Gaile Is there a way I can up-vote you if you solve my problem? Because I really feel others should know how fast and efficient you are!
(edited by Tyrannical.9184)
ticket #474705 still no news. no one has emailed me. i feel like nothing is being done. this happened back on the 21st of last month.
Update: 1 April 2014
491970 – Resolved.
467523 – Resolved.
474705 – Resolved. Thank you for your patience!
464071 – Resolved. The account was closed, as explained in the ticket today.
492407 – Resolved. The account was closed, as explained in the ticket today.
502797 – The team should be able to help you soon.
488238 – Duplicate of 488231. Please do not submit duplicate tickets. Final answer: Your friend’s accounts have been reviewed with care and both were involved in the disallowed use of third-party programs. They will not be reinstated.
488198 – Final answer: This account is closed due to the use of disallowed third parties. It will not be reinstated.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
Posting for my friend, hasn’t heard anything back since Saturday.
Ticket number: 496941
GW2 Tickets for Review (7 days & older)
in Account & Technical Support
Posted by: The Mexican Cookie.3690
Request #498819
I also submitted a previous one, but I didn’t write down the request number. I wasn’t receiving emails from ANet so that’s why I submitted a second one. Turns out the person who hacked my account added the support email to my block list, so that’s why I wasn’t receiving emails. If possible, could I get the emails resent?
(edited by The Mexican Cookie.3690)
Just checking on the status of ticket #486770. I’m really hoping this can be fixed asap (of course now that she cant use it, my daughter has taken to asking me several times a day when she can, lol). And with the digital deluxe upgrade on sale, I would be extra appreciative if it would be possible to get in today! PLEASE! I will send you cookies if you can!!
Hi Gaile, posting on behalf of my brother.
Ticket: 501034
I feel I must add some information on here for you, as he is distraught at being perma-suspended due to an account issue, whilst never in all his time on GW and GW2 ever being suspended before.
His suspension came the night after buying gems from your store, so he feels, and I feel that you have basically taken his money, and then had your use of him. I am sorry about using such strong feelings here, but we are both very upset by this incident and would like it to be resolved as quickly as possible.
I thank you in advance for your help.