Guild Wars 2

EDIT: Issue sorted out, disregard this post.

Hi
My ticket request
Your request (580549:Pirates outfit) has been updated. To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.
My one and only reponse
Lares (Guild Wars 2 Support)
Apr 29 17:04

I have since followed up twice with no response

Hi,

My friend is unable to post (as the issue his ticket concerns is related to logging in) so he asked me to post this for him:

Ticket ID: 593822
Unable to log in, I can not think of any alternative email addresses that I may have used when creating my GW2 account and according to another member of the support team the email address concerned is at a domain name of which I only have one account. I am therefore trying to have my account reset/changed and to my current email and to this end I am willing to provide proof of purchase along with photographic proof of my serial key if necessary (as stated in ticket).
Thank you,
The account holder.

Thank you.

570813

Requested a refund for 3 items (700 gems each) and was refunded a sum of (300 gems) in total, instead of 2100 gems for the three items.

I am confused as to what this amount is supposed to be for, as it does not equate to any of the Outfits I refunded individually, nor any other item I can personally think of at the moment.

Thank you.

why is my account not eligeable for restoration? your support person gave the hacker access to my account with out being able to verify any of the account information. i do not own a smart phone and therefore could have a mobile authenticator on my account. i saved the email conversation between the hacker and your support person in case you need that information which will show that it was your support persons fault that my account got hacked and i lost everything that i busted my butt to earn on the game. please look into this further and check with the people in the guild Hammer and Anvil on this they can tell you that i would have never have completely sold everything armor that i transmuted to have a certain look and everything else i was saving up for certain things. this is most unsatisfying and not very professional of guild wars 2

Yann Charron
584061

I fell off the update list. I still have my issue. Ticket 572631. I opened my ticket April 26th. Thanks again for taking the time to update us!

589334 Ticket number (5 days now). While i don’t need a quick answer, my biggest fear is your database deletes data over time, making my ticket harder to evaluate. So hence my request to make sure no data is deleted until decision is made.

Ticket 573995

I submitted this ticket on April 26th. I received an automated response on April 28th concerning the time it’s taking to resolve. Then I received another automated response (or some sort of boiler-plate-looking response) concerning the same thing on April 29th.

Come May 6th I still had not received any actual response other than the two automated “sorry it’s taking so long” messages, so I sent a request through the ticket for an update – there was no response. It is now May 9th and I have yet to receive any update.

Gaile Gray,

Ticket number: 595709. If I need to provide additional information I am more than happy to do so. Thank you for your continued effort.

Pan

Posting for someone else:

Ticket number 595847

The guy seems to be unable to access his account.

Ticket number #576496

Can I get confirmation that mine is still in the “not fixed” pile.

Still not getting rewards for doing guild missions, and its spreading to my other guildys.

Hello, it has been 8 days since I sent in my ticket. The ticket # is 584826.

Hiya: Ticket number: 582133 was originally filed 10 days ago. I’ve gotten many Bot responses, and finally one that said the ticket was updated…but that’s all it said. I can’t find anyplace on the site to see the status of existing tickets. Right now I have about 10 responses from support, but they’re all “We’re forwarding this to…” or “has been updated, please stand by”, but no real information. Is there someplace where I can log on and see the status of a reported issue? Thanks.

We are watching him carefully. A lot will depend on if he gets his account back. He see’s his account getting banned as an attack on him personally, and he avoids social situations usually, he hasn’t had to deal with an attack online yet and doesn’t know how to handle it.

duckideva.6358:

Hiya: Ticket number: 582133 was originally filed 10 days ago. I’ve gotten many Bot responses, and finally one that said the ticket was updated…but that’s all it said. I can’t find anyplace on the site to see the status of existing tickets. Right now I have about 10 responses from support, but they’re all “We’re forwarding this to…” or “has been updated, please stand by”, but no real information. Is there someplace where I can log on and see the status of a reported issue? Thanks.

The only place to check the ‘status’ of your ticket in your email in-box. CS sends the responses there, and only there. No other way at this time. =)

Doophus One.6031:

We are watching him carefully. A lot will depend on if he gets his account back. He see’s his account getting banned as an attack on him personally, and he avoids social situations usually, he hasn’t had to deal with an attack online yet and doesn’t know how to handle it.

I can’t tell you what CS will do but from your post it seems he was using third-party software that is not allowed according to the agreement made upon activating an account. This is a bannable offense and if banned it will not be Anet’s fault.

the thing is he did not benefit at all by it, and when he realized his mistake he immediately stopped. We usually don’t make him read terms of service because he has a very hard time reading and understanding legal jargon. he knows generally what is right and wrong but he doesn’t know every rule by heart. He knows about gold selling and bots and treating people fairly and with respect, but he didn’t know about macros.

Doophus One.6031:

the thing is he did not benefit at all by it, and when he realized his mistake he immediately stopped. We usually don’t make him read terms of service because he has a very hard time reading and understanding legal jargon. he knows generally what is right and wrong but he doesn’t know every rule by heart. He knows about gold selling and bots and treating people fairly and with respect, but he didn’t know about macros.

ANet takes a it’s banned no matter of you benefit or not from it stance. Keeps them from having to sit and argue that they didn’t get any benefit from the mod or not. Or having to have a team research the mods to see of it is a legal one or not. And make sure that they stay legal.

Ticket #596166: Changing Account Email Address

Account hacked. And I asked for restoration,but no reply , wait for three days. Please restore my account.Ticket is 599753.

Hi, i am writing on behalf of my guildmate. His account was hacked so he can´t log to your website. His ticket ID is: 597272.
Could you please write how far are you with this ticket?

Hi , i submitted a ticket 4 or 5 days ago about hacked account , ive been checking my email day and night to check and did not get a respond until the 4th day. After that my email got hacked as well., and now its locked. Now i have no access in my email, though the hacker cant aswell because well yeah its locked. I still have access with my account in guildwars but the items are still not restored after hack. I wish to changed the email linked to my account if thats possible ? or is there any recommendation of what i should do? I do not have the ticket number memorized because my email is locked. please help me if u require me to provide account details i can just let me know. i already provided it to my ticket though.

RequiemofSouls.4378:

Hi , i submitted a ticket 4 or 5 days ago about hacked account , ive been checking my email day and night to check and did not get a respond until the 4th day. After that my email got hacked as well., and now its locked. Now i have no access in my email, though the hacker cant aswell because well yeah its locked. I still have access with my account in guildwars but the items are still not restored after hack. I wish to changed the email linked to my account if thats possible ? or is there any recommendation of what i should do? I do not have the ticket number memorized because my email is locked. please help me if u require me to provide account details i can just let me know. i already provided it to my ticket though.

You can contact CS through your new email address and explain what you need. Good luck.

Excelsior! About three weeks ago, I submitted a ticket requesting the Gem Refund of Endless Tonic-fied Town Clothing during the April 2014 Feature Pack. Just a little nudge to keep me from ending at the bottom of the pile

Inculpatus cedo.9234:

RequiemofSouls.4378:

Hi , i submitted a ticket 4 or 5 days ago about hacked account , ive been checking my email day and night to check and did not get a respond until the 4th day. After that my email got hacked as well., and now its locked. Now i have no access in my email, though the hacker cant aswell because well yeah its locked. I still have access with my account in guildwars but the items are still not restored after hack. I wish to changed the email linked to my account if thats possible ? or is there any recommendation of what i should do? I do not have the ticket number memorized because my email is locked. please help me if u require me to provide account details i can just let me know. i already provided it to my ticket though.

You can contact CS through your new email address and explain what you need. Good luck.

Sorry im not familiar with the shortcuts , what is CS? XD thank you for the reply btw

CS = Customer Service

Request 40713:GW Account

It’s for GW1, but I can’t seem to contact them or elicit a response. I just got Alec’s response of escalating my ticket to a senior member of login support.

I’m turning here because I only have 1 access key and this GW2 account linked to my old GW1 account to prove that its mine. :/

HAELP ME GAILE PLIS!!!!!

open ticket: 592117
i have been emailing back and forth with support. I have changed my email linked to the account since i think a hacker got into the other one. i have changed my password many times and still when i try to log in it says recover account. even after recovering my account it says the same thing. all i am getting back from support was ether that my email was rejected by server or a password change link, which i keep explaining is not the problem. I’ve lost count of the days but its been over a week with the same problem and same responses. looking forward to your response

Ticket 576479
It has been 10 days since I opened this ticket and my issue is still not resolved.

Ticket- 597851

Been 3 days now, and haven’t had a response other then the automated one.

Ticket – 601116

My account was hacked so I am waiting for a rollback please.

Ticket#597130

Never get any reply for 5 days! My friend is very angry.

ticket-591458
Had been waiting for 6 days .
Please help me as soon as possible.

Hello,

Ticket Number: 598335

Been three days without a response, can’t help but feel a bit disappointed. Having played since Beta in GuildWars 1, and spending considerable amounts on both games, this is the first time I’ve ever had to contact customer support – and it’s left me feeling let down. Which I think is an immense shame, as overall both games have been absolutely brilliant.

I understand that customer service departments get backed up (I work in CS too), but a reply would be greatly appreciated!

Regards,

Ben

Hello,
Ticket No 583051, submitted on May 1.
Ty

(595963:Custom Arena Settings)

Its a simple custom arena settings question! You got back to me saying ill get an answer soon, nothing more than that tho! Thank you very much!

Ticket number 583362. Posted on May 1
Thanks in advance

Ticket #: 589228 last response was May 6th. Thanks

Ticket #: 600234

Ticket #: 581258
12 days unanswered :^)

Request #594539

5 days unanswered except for automated msg from zendesk

Ticket # 587162

Submitted May 3rd – received a confirmation email, and a second email on May 6th apologizing for the delay and stating the ticket would be flagged for review/resolution, but nothing since.

I’m not terribly hopeful given the nature of the issue, but confirmation either way would be appreciated.

It’s been 3 days since I sent in a ticket to be reviewed about my account being hacked.
I received this email 24 hours after I posted the ticket: “The issue you’re reporting will require a bit of additional investigation. I am escalating your ticket for further assistance. A member of the team will be in contact with you as soon as the issue has been fully reviewed.” I have not received anymore information since this.

Ticket: 603299
Name: Rorzkey.1043

Thanks,
Rory

Ticket number: 595827

Much like Ash, I too have only received an automatically generated apology response from Zendesk and nothing else since.

Ticket number: 581905

I know I submitted multiple tickets but my previous one (#569286) apparently went unanswered and was automatically labeled “solved”. I have been waiting since April 25 when my account was compromised and I have been waiting ever since then for a response to any of my tickets.

ID: Inguiomerus.1504

My ticket #602424
Account Hacked and tampered with characters

Got an email confirming it’s been escalated, however 3 days later and I still have no response.

Cheers

anyone know the email of customer service? :O

RequiemofSouls.4378:

anyone know the email of customer service? :O

You can email them through the official site: https://help.guildwars2.com/anonymous_requests/new which will create a ticket…

…or, if you can not access that for some reason, you can email them through this address: support@guildwars2.com

Good luck.

Request 601110: Ticket #590532