Guild Wars 2

Update:
Ticket-Nr: 629187

I have just unexpectedly received another answer from the German support team. They are now offering me a rollback after all. I wrote to the English support team, asking them to close my ticket in the same matter.

ticket 614326
An update would be nice

Edit: solved!

Ticket 614023:Cannot sell a weapon skin

No update in 6 days

First response was 2 days after ticket, telling me it pretty much hadn’t even been reviewed yet.

So essentially 8 days with no ‘actual’ review.

Ticket 617746
Over 5 Days (originally started like 9 days ago)

Any updates to my missing 2 items? I spent like 40 gold on them, kinda hurts. lol

ticket 605748 well over a WEEK with absolutely NO reply of any kind. I could understand if I had a issue that required someone to do research or work but all I asked was 1 simple question and haven’t received any answer or attempt at one in over a week.

here is the question:

your post mentioned that the black lion trader will no longer be carrying the winter and sclerite weapon skins, but will the Consortium Arms Dealer at the Pearl Islet resort in Southsun Cove still remain trading Sclerite Weapon Claim Ticket for sclerite weapon skins when the black lion trader stops trading them for black lion tickets?

cerberus.1937:

ticket 605748 well over a WEEK with absolutely NO reply of any kind. I could understand if I had a issue that required someone to do research or work but all I asked was 1 simple question and haven’t received any answer or attempt at one in over a week.

here is the question:

your post mentioned that the black lion trader will no longer be carrying the winter and sclerite weapon skins, but will the Consortium Arms Dealer at the Pearl Islet resort in Southsun Cove still remain trading Sclerite Weapon Claim Ticket for sclerite weapon skins when the black lion trader stops trading them for black lion tickets?

How do you even expect a CS agent to know the answer to this? Post the question in the Black Lion forum.

I would like to request a second look at this ticket.

584087

Because not being refunded for a skin I already own is just silly. I understand I wasn’t the one who made the initial purchase, so I might be misinterpreting the response, but it’s still jarring none the less.

-[edit]-
Let me rephrase my meaning.

I received a gift from a friend, only after opening the container item did I realize he had purchased me a set of armor I ALREADY OWN, even though we agreed on a different set. He purchased the wrong armor on accident. I just want it to be swapped out for the intended armor :c

hi there i have had a ticket in for some time with no reply other than it has been escalated for some investigation. yes i have checked my spam folder with no success

ticket number is (607815) it is in reference to a hacked account where the hacker also emptied my guild locker. the problem i have is only 2 of us had access also only 2 of us in the guild (was used as storage) his account (the person hacked’s account) has been rolled back so he has lost nothing yet i have taken a loss through no fault of my own and the support offered by Anet will ensure everytime i consider using my credit / debit cards to make an ingame purchase remind myself of the help (lack of it) in this matter…

quick enough to take any payments in game for items purchased but in my case certainly not quick enough to offer any form of help after a security issue which i had no control over.

please help

also please find attached screenshot of the items stolen

mark.2546:

hi there i have had a ticket in for some time with no reply other than it has been escalated for some investigation. yes i have checked my spam folder with no success

ticket number is (607815) it is in reference to a hacked account where the hacker also emptied my guild locker. the problem i have is only 2 of us had access also only 2 of us in the guild (was used as storage) his account (the person hacked’s account) has been rolled back so he has lost nothing yet i have taken a loss through no fault of my own and the support offered by Anet will ensure everytime i consider using my credit / debit cards to make an ingame purchase remind myself of the help (lack of it) in this matter…

quick enough to take any payments in game for items purchased but in my case certainly not quick enough to offer any form of help after a security issue which i had no control over.

please help

also please find attached screenshot of the items stolen

Doesn’t matter how many people are in your guild, Anet clearly states they will not roll back any guilds that suffer from hacked accounts. Sucks that it happened, but they won’t give you your items back.

mark.2546:

…and the support offered by Anet will ensure everytime i consider using my credit / debit cards to make an ingame purchase remind myself of the help (lack of it) in this matter…

Threats to withhold financial support that is optional to begin with is simply being petty and vindictive, it’s not going to influence CS agents at all. They continue to get the same paycheck whether or not you spend $50 on gems.

Everyone follows the rules, and the rules state that guild banks are not rolled back because it’s not part of your friend’s account.

cerberus.1937:

tolunart.2095:

cerberus.1937:

Lets see I posted in forums got ignored was told to file a ticket to ask the question someone would know and guess what ignored in ticket as well as forums so yah before assuming try asking

Told by whom?

To be honest, I really don’t think you’ll get an answer. The only ones who would know are the devs and they’re not going to tell you.

Customer Service tickets are for resolving account problems, it’s not an information service.

I have to ask who are you to jump in a thread for tickets that weren’t responded to unless you work for the game stay out of it!

Also, when did you post about this in the forums? I looked at your recent posts and the most recent posts are in March or earlier, all of them about PvP issues. I found nothing at all about weapon tickets. So again, who told you to contact Customer Support about an issue that has nothing to do with your account?

My Ticket No. 614303 My Guild name was changed from Hardcore Pwngraphy [Hard] to Math [Hard] I don’t understand why it would be changed if I myself have a email from another Dev which states the following.

GUILDNAME FIX/CHANGE [Incident: 121024-000809]
Response Via Email (GM Xionaque) 10/25/2012 04:29 PM
Greetings Oscar,

I have reviewed your request. There are two issues regarding your guild name. I will touch on both so we have a clear understanding of the situation.

1. The name “pwnography” is actually not vulgar at all and if anything is quite clever. Graphy is used to explain a field of study. What you’ve done is created a guild which is directed to the study of – hard core owning of other players. In this meaning, the name is not vulgar at all and the name will not get a name change.

2. The miss-spelling of the name. It is unfortunate when a guild name is spelled incorrectly. I once made a character with the name spelled wrong. I found the best thing to do was rip the band-aid off as fast as possible, destroy the character and re-create. Each moment that passes is potential influence your ‘correctly spelled’ guild name will never receive. If the name being spelled wrong is enough for you to want it changed, I must advise you delete the guild asap to reduce the damages done to the guild members. While I understand that you’d like 2 letters moved around, it is not a service we offer. Once created a guilds name is that guilds name forever unless its a violation and as we discussed in topic 1, it is not.

I am sorry, but we will not be able to provide you the type of assistance you were hoping for.

If you have any additional questions, please feel free to contact us.

See you in Tyria!

GM Xionaque
The Guild Wars Support Team
http://support.guildwars2.com/

So after two years you guys just changed you mind and decided that “Math” was the best freaking choice for a guild name????

Masaki of Siel.6053:

~snip~

Naming Policy

We do not permit names that:
Have offensive racial, ethnic, national, or cultural connotations
Include hate speech or bigoted slurs
Reference sexual acts or real life violence
Are pornographic
Make inappropriate references to human anatomy or bodily functions
Reference illegal drugs or activities
Reference religious or historical figures
Reference real-life people
Reference names of copyrighted or trademarked characters, materials, or products
Use misspellings or alternative spellings of names that violate any of the above rules

Likely it’s because "Pwnography" is phonetically wicked close to "Pornography" and qualified as a misspelling? It doesn’t help the name of the guild is "Hardcore Pwngraphy"

Gaile Gray.6029:

Update 20 May 2014

614846 – That is a very confusing situation, and I sent it over to see if we can get traction on it. I think you’ll find this is resolved very soon.

Wife is still unable to login to game or forums even though she got a response saying she should be able to. Please help.

ticket: (620060:Birthday Gift)
I received a birthday gift last friday and put it in the bank and deleted the character and made a new one. The gift is soul bound to the character I deleted and I cannot open it or do anything. It has been 6 days since I opened the post and I got the automatic response 4 days ago.

A friend of mine in the Army got his account compromised and terminated while he was at a training camp without a computer. He said CSR’s refused to help him. Ticket number is 624931.

i have taken precautions on securing my email so that it is safe now. i really like the game and want to play i miss playing the game but i don’t want to play now and lose what i accumulate now because it will be reset. if i need to make a new email address i can but how do i connect it to the game account i already have?

chaosmordark.8517:

i have taken precautions on securing my email so that it is safe now. i really like the game and want to play i miss playing the game but i don’t want to play now and lose what i accumulate now because it will be reset. if i need to make a new email address i can but how do i connect it to the game account i already have?

You can update your current ticket to request a change of email address associated with your Game Account.

Good luck.

I want to thank you for the help and the return game, the Chinese have we stole all but at least I can play again, thanks to the technical service and board administrators.

veseljak.5146

Howdy! I filed a ticket for support on 10 May 2014 – ticket no 604393. I sent some updated information on the day and also on 15th, and chased on 16 May. As it was unusual to not have a response from y’all within a week, I thought perhaps one of the dragons ate it. I filed another ticket – no 627118 on 20 May referencing the original ticket number. We’ve had things on hold in Guild since the 10th – we’d quite like to get things moving so if at all possible, please can you take a look and get back to me? Many thanks!!

Muusic.2967:

Gaile Gray.6029:

Update 20 May 2014

614846 – That is a very confusing situation, and I sent it over to see if we can get traction on it. I think you’ll find this is resolved very soon.

Wife is still unable to login to game or forums even though she got a response saying she should be able to. Please help.

I am able to log into my account fine on both of our computers.
When she tries to log into her account on either of our computers she gets error code 58:11:1:778
She is also still unable to log into forums.
She is able to log into her account on guildwars2.com
It cannot be an antivirus issue if my account works fine on her computer the issue manifests itself after giving the mobile authenticator code so it recognizes the account as having one attached.

Update: The latest response from support is asking for her to create a new ticket but does not specify which of the unresolved issues should be addressed.

I was hacked

I logged in today, just to find out I had been hacked. My guardian (My main charater) had no items beside the backpack piece and all my unsellable items, all my gold was gone too. It must have happend about between 19:00 yesterday to 16:00 today.

Charater name: GoldBot
In case it’s needed

I would like to change my email aswell

Please help

GoldBot.6482:

I was hacked

I logged in today, just to find out I had been hacked. My guardian (My main charater) had no items beside the backpack piece and all my unsellable items, all my gold was gone too. It must have happend about between 19:00 yesterday to 16:00 today.

Charater name: GoldBot
In case it’s needed

I would like to change my email aswell

Please help

You will need to secure your computer and email address, first.

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

Then, you can submit a request for assistance from CS.

https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts

Good luck.

Inculpatus cedo.9234:

GoldBot.6482:

I was hacked

I logged in today, just to find out I had been hacked. My guardian (My main charater) had no items beside the backpack piece and all my unsellable items, all my gold was gone too. It must have happend about between 19:00 yesterday to 16:00 today.

Charater name: GoldBot
In case it’s needed

I would like to change my email aswell

Please help

You will need to secure your computer and email address, first.

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

Then, you can submit a request for assistance from CS.

https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts

Good luck.

Well, I already did that. That’s why I’m here

GoldBot.6482:

Inculpatus cedo.9234:

GoldBot.6482:

I was hacked

I logged in today, just to find out I had been hacked. My guardian (My main charater) had no items beside the backpack piece and all my unsellable items, all my gold was gone too. It must have happend about between 19:00 yesterday to 16:00 today.

Charater name: GoldBot
In case it’s needed

I would like to change my email aswell

Please help

You will need to secure your computer and email address, first.

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

Then, you can submit a request for assistance from CS.

https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts

Good luck.

Well, I already did that. That’s why I’m here

Your previous post was unclear in regards to having already submitted a ticket. If it has been more than 72 hours (3 days) since you updated your ticket requesting additional assistance, and since your last response, you would then post your ticket number for review.

Good luck.

Inculpatus cedo.9234:

GoldBot.6482:

Inculpatus cedo.9234:

GoldBot.6482:

I was hacked

I logged in today, just to find out I had been hacked. My guardian (My main charater) had no items beside the backpack piece and all my unsellable items, all my gold was gone too. It must have happend about between 19:00 yesterday to 16:00 today.

Charater name: GoldBot
In case it’s needed

I would like to change my email aswell

Please help

You will need to secure your computer and email address, first.

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

Then, you can submit a request for assistance from CS.

https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts

Good luck.

Well, I already did that. That’s why I’m here

Your previous post was unclear in regards to having already submitted a ticket. If it has been more than 72 hours (3 days) since you updated your ticket requesting additional assistance, and since your last response, you would then post your ticket number for review.

Good luck.

Well, I’m kinda confused how this ticket system works. Am I not just supposed to post that I have been hacked here? I don’t know how to send a ticket, could you help me out here? I’m kinda confused, sorry

GoldBot.6482:

Inculpatus cedo.9234:

GoldBot.6482:

Inculpatus cedo.9234:

GoldBot.6482:

I was hacked

I logged in today, just to find out I had been hacked. My guardian (My main charater) had no items beside the backpack piece and all my unsellable items, all my gold was gone too. It must have happend about between 19:00 yesterday to 16:00 today.

Charater name: GoldBot
In case it’s needed

I would like to change my email aswell

Please help

You will need to secure your computer and email address, first.

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

Then, you can submit a request for assistance from CS.

https://help.guildwars2.com/entries/28147596-Hacked-Compromised-Accounts

Good luck.

Well, I already did that. That’s why I’m here

Your previous post was unclear in regards to having already submitted a ticket. If it has been more than 72 hours (3 days) since you updated your ticket requesting additional assistance, and since your last response, you would then post your ticket number for review.

Good luck.

Well, I’m kinda confused how this ticket system works. Am I not just supposed to post that I have been hacked here? I don’t know how to send a ticket, could you help me out here? I’m kinda confused, sorry

See the PM I sent. =)

Regarding my ticket, 613325, I have always been capable of proving ownership of my account, but I was never given the opportunity to do so. I provided the serial code that came with the copy of the game that I bought and was told that it was wrong and that if I didn’t give the right one there was nothing they could do to help.

Hey guys, just looking to see what’s going on with my ticket 620968.
Last reply was 4, almost 5 days ago.

How do I go about creating a follow-up ticket and requesting a review?

Volti.7623:

How do I go about creating a follow-up ticket and requesting a review?

You can update your existing ticket with new information, etc. for follow-up. For a review, after at least 72 hours have passed after CS responds, you can post your ticket number in this thread.

Good luck.

could you please check for request #627781 when it would be resolved??
i would hear something soon. Thank you

Hi there,

Just asking for a check on ticket 626791 put in on the 19th! It was about a refund for some town clothes turned into tonics. Thanks

PS – I have bought three accounts (me, sister, daughter) so I might have put the wrong serial number in, if that’s what the hold-up is. I have the others if needed!

EDIT -

I received a reply today, May 26, saying the request for a refund was denied. The service rep said there were no town clothes purchased, but they are sitting right there in my bank. I have no idea what’s going on, but honestly, I am starting to get upset.

EDIT 2 -
A new rep is saying there is no record of the purchase, so I included a screenshot of the items in my bank with my contacts page overlaying it to show my account name. ( I blocked out my friends list, in case that info shouldn’t be on here.)

EDIT 3 -
All fixed! Thanks so much to GM Wicho. I really appreciate it! <3

596928

May 7th I put in this ticket…. I’ve never waited so long for some sort of resolution :/

614846 Just wanted to say thank you to the support team for their patience and help in getting this account secure and restored!

For those of you yet to be resolved have patience and make sure you’re communicating and following the instructions you are given… it pays off in the end

Friend got hacked 1 week ago

He put in a ticket and zero response from Anet.

These #625113 and #629746 are the ticket numbers

Can someone from Anet explain what’s going on here???

T raw.4658:

Friend got hacked 1 week ago

He put in a ticket and zero response from Anet.

These #625113 and #629746 are the ticket numbers

Can someone from Anet explain what’s going on here???

Having multiple tickets will slow the response down. Your friend should close one and reference the first one in it saying to use that one for the issue.

Ellieanna.5027:

T raw.4658:

Friend got hacked 1 week ago

He put in a ticket and zero response from Anet.

These #625113 and #629746 are the ticket numbers

Can someone from Anet explain what’s going on here???

Having multiple tickets will slow the response down. Your friend should close one and reference the first one in it saying to use that one for the issue.

How much slower than a week can it possibly get?

Besides he referenced the 1st ticket in the 2nd one

T raw.4658:

Ellieanna.5027:

T raw.4658:

Friend got hacked 1 week ago

He put in a ticket and zero response from Anet.

These #625113 and #629746 are the ticket numbers

Can someone from Anet explain what’s going on here???

Having multiple tickets will slow the response down. Your friend should close one and reference the first one in it saying to use that one for the issue.

How much slower than a week can it possibly get?

Besides he referenced the 1st ticket in the 2nd one

Because at first Support Agent A might get the first ticket and Support Agent B gets the second one. When Support Agent B gets it, he has to interrupt Support Agent A’s work to tell him about the second ticket in case it has information the first ticket does not. Then they have to close that ticket down.

So not only does it slow your friend’s resolution from coming, it slows down other people’s resolutions. Because Support Agent B gets a duplicate.

Or something along those lines. But Gaile would not say that duplicate tickets slow down response times if it didn’t. So tell your friend to close one down. For your friend’s sake and for the sake of everyone else who has submitted a ticket.

#612255

Interested in knowing the status of this ticket. It was initially placed on or just before May 14. Later on the 14th, I received an ack-back that it was received. I updated it with additional information a day or two later, and got an ack-back that the ticket was updated with that new information. I inquired about the ticket’s status on May 20 and was given the expected assurances but no actual information. The issue involved continues unabated.

Good day,

Posting on behalf of my friend who can’t log in since last week after her account became compromised.
She filed 2 tickets, both of which she has had no recent reply to:
628319 – account hacked
635144 – account name change

Please advise.

Hello!

ticket number: 601952

Thanks in advance for your effort!

Ticket: 634568

:) when you get a chance

Ticket 570269. In-game bug report has had no response for 2 weeks.

Zet.6930:

Ticket 570269. In-game bug report has had no response for 2 weeks.

If you will notice, the in-game report window indicates no response will be sent. For individualized responses, you must always submit a request.

Hi!
TICKET: 642661

My account was hacked on Saturday 24th May 2014. I submitted a ticket and I now have access to my account again and have changed email, password and using mobile authenticator.

My issue is that the hacker stole all my bank stuff, bags, karma, laurels, gold and also bought 40,000 gems using my credit card. I have asked for a role back to Friday 23rd May 2014 AM and 3 times my ticket has been escalated for investigation but I’m still none the wiser if I’ll get a roll back. I can’t play until it’s done presumably or ill lose all further progress.

Inculpatus cedo.9234:

Zet.6930:

Ticket 570269. In-game bug report has had no response for 2 weeks.

If you will notice, the in-game report window indicates no response will be sent. For individualized responses, you must always submit a request.

You’ll also notice the in-game report window doesn’t give you a ticket #. ;)

Zet.6930:

Inculpatus cedo.9234:

Zet.6930:

Ticket 570269. In-game bug report has had no response for 2 weeks.

If you will notice, the in-game report window indicates no response will be sent. For individualized responses, you must always submit a request.

You’ll also notice the in-game report window doesn’t give you a ticket #.

Indeed. Though, I was addressing your statement that you had no response from submitting in-game reports for two weeks prior to submitting a request. If you were expecting a response, as your statement seemed to indicate, the information that there would be no response has now been made more clear. =)

Good luck.

638010

friend of mine who put in his ticket on saturday night (UK time)

seems to have been hacked, since his account is active atm and he’s not able to get in.