Guild Wars 2

Hello,

I would like an update on ticker #576918: Hacked Account. It’s been almost 4 days since I had submitted the ticket and would like to be updated on it’s status.

Cheers and advanced thanks for the reply.

Ticket for Review, submitted April 25th Escalated April 26th.

Ticket number#572020, posting for a friend as his account was hacked and he does not have forum access.

Hi, it has been 5 days since i made my ticket and i still did not get any answer now the problem is i deleted my email with ticket number when i was cleaning my inbox… can you still help me? nickname is Vaske.2817

Hi Gaile,

Could you review my ticket 568230?

Access was restored 3 days ago – hoping the restoration might be coming soon!

Thank you!

Hi Gaile.

Ticket #568432

Thank you.

I sent tickets days ago. You guys remove the hacker’s authenticator,Now I can access to my account with linking my mobile app. But My account was clean, no gold no mats. Please restore my account. I lost the first tickets number. But the second is 580811.

Ticket 573277 (Personal Story Problem). Was posted on April 27 and I haven’t had an answer since. Thank you

It’s been 3 days since my husband’s account was hacked and we are still waiting. Please could you give us an update?
Request received: 582329: Account Compromised.
Thank you.

Ticket 570203 Gem refund

Don’t mind if it takes a while, just checking if it’s still in the queue, haven’t had any automated response for several days now.
Thanks

Ticket 561888:Boxing Gloves Refund Request (April Patch)

This has been resolved incorrectly and there is no way for me to reply to the message.

GM Kalameet states that “Please note that any item of town clothing that became an armor skin is not eligible for a refund. We are not able to offer gems in exchange for this particular type of item.”

The gloves did NOT become an armour item. They have been turned into a usable ‘item’ or ‘toy’ that must be kept in the inventory, they also have uncustomisable clothing that is unattractive.

The implementation post patch is EXACTLY the same as an item tonic, except it has a different picture and lack of the word ‘tonic’

I feel like my original message wasn’t even read as I did explain this – pretty sure it was a case of looking at the title then closing the ticket.

Please review the ticket

Thanks

Edit: Have just seen that I should respond to the email directly – I will do this now but if you could look at this when you get to it please to check that it has been resolved

Edit 2: My ticket has once again been rejected. This is rediculous, how are the changes to the gloves any different to the town cloth tonics?!?! Its exactly the same! I can’t make custom outfits with it and it requires an inventory space.

Gaile, can you please provide an answer to this question directly, I would like to know how Anet are justifying the changes to the gloves. I purchased them at launch, the functionality was changed once for the worse, and now again. This is terrible for an item purchased with “real money”

Ticket: 581052

It probably hasn’t been exactly three days, I just wanted to see if there’s an update.

I also want to commend the support team for the all hard work they’re doing!

I am happy to hear that ticket 570131 has been resolved and that my friend is on his way to an account restoration!

Thank you for your reply, Gaile. I appreciate you pointing out to me some things that I was not clear on (especially since I have not posted on the forums before today and need to do a more thorough look-through of the guidelines), and I will make sure that I keep all of this in mind in the future.

Take care, and have a great day.

Hi on apr 29th i submitted ticket 580832 about my account being banned after a long absence of mine from playing. They got the problem fixed in about 2 hours and i was unbanned. upon logging in i found that all my stuff was gone that could have been sold. So i replied to the email that told me i was unbanned since it says to reply with questions or concerns. I replied telling Vince that i would like to be considered for an account rollback. In 24 hours i had not received a reply so i sent another reply to vince asking for some kind of response letting me know if they were working on it, i also told him in that reply that if i didn’t get a response in four or five hours i was going to submit a new ticket specifically about the account rollback. on april 30th i submitted ticket number 582878 mentioning that i had recently gotten my account unbanned because i had lost control of it but needed an account rollback because of all the stuff i lost. Today on may 2nd i replied to the confirmation email i got about that ticket asking if any progress was being made or if at the very least i could get some kind of answer i got another confirmation email saying that it had started a new ticket (586639) Does that mean they had already closed my last one without telling me? Or was replying to that confirmation email not the right way to do it? A bunch of the members of my guild are getting together on saturday in real life for the first time to do guild missions and it would really suck if this couldn’t be resolved by then.

#575040

6 Days old, no reply yet.

Thank you for your time.

Ticket #579888 Can not log in

Posting this for Elysium.7291

Hasn’t heard anything back from support in 3 days now and access to her account is still currently suspended and she is to contact customer support for assistance with this matter. I also apologize, she opened ticket #580376 with the title of “Reference #579888” trying to further explain what she realized had happened in the first place. Sorry we didn’t mean to make things worse by making a duplicate ticket instead of sending another email to the first ticket, just the first time we’ve used customer support for GW2

Thanks for any help or update

Ticket#576268 Thank you

Ticket # 577030 – Account Hacked
Its been 5 days since I made a ticket requesting the email associated with my account be changed, authenticator removed and my account restored to the point of before being hacked. I recieved a notification that my ticket has been queued for review, so I was wondering if I could get an update on what’s going on if possible. Thank you.

Ticket 573597 hacked account
its been 6 days ( almost 7 days) since its been in review, and no1 answerd whats going

i just want to know if its even worth waiting now or just quit playing Gw2 altogether, cause this aint helping me at al

i wouldn’t mind waiting for 7 days if there where atleast actions taken
but its been 7 days withouth a single answer wich i’m getting tired of

572066:Duplicate Molten Alliance Mining Picks
Ticket was submitted on April 25th. I included more than enough information in the original ticket. This is extremely annoying since the original thread on refunds for duplicate gathering tools sounds like it’s at least a two-step process, and I don’t want to wait another week+ after I hear back.

I’d like to get this resolved in the next day or two.

For ticket #578780, why does it require additional review? How long does it take to review?

Ticket#581923
4 Days old, no reply yet.
Thank you for your time.

Hi,
no news for 6 days.
ticket = 567100 : Balthazar back.

Ticket no. 580966
I had mentioned the need for a rollback within the ticket but didn’t explicitly ask for one; the original issue had been fixed quickly (Thank you for the speedy response), I emailed a reply asking for a rollback if possible due to a loss of nearly all items and equipment.
Sorry for the trouble and thanks again.

Hello
9 days old… Ticket #568870 About Character Name
Is there any solution can You rename it?

My ticket is #578563

My account was hacked, and I am awaiting a restoration.

585385 and 564907 requesting a refund for pirate’s outfit. Didn’t know about the thread until recently, sorry for dup ticket.

Hey there Gaile

Posting here because it’s been over a week now

#573525

Thankyou!

Matt

Hi i am posting this from Thraxius.8934 ticket #573361:Account Hacked

Ticket was raised saturday last week and the last email received from GW2 support was 4 days ago, it said they were going to flag the ticket to try to speed up the process of review and resolution, and we would be helping very soon.

Thanks

in queue for account restoration, #567585, just wondering if theres any indication to how long it may be?

thanks

Ticket #578251

Was submitted monday

Heya Gaile,

Reported my Account to be hacked. So far it is under further investigations. Was reported 3 days ago and nothing happened yet. It would be great if you could have a look into it please

Ticket Number: 581571:Hacked Account

Ticket 581604 Account was hacked, authenticator added, account was restored but no reply made to request for restore as hacker cleaned out my inventories including destroying my ascended gear.

Ticket 566112

4/23 Account Hacked, lost everything including characters
4/29 Told I was “in queue for account restoration”
4/30 I asked how long does this typically take
5/02 Told it appears my ticket was resolved

So, its 05/03 and I have to update my ticket to pretty much tell them I’m at the same dang spot I was a week and a half ago!?!
I hope you can feel my frustration with Anet. I understand you guys are busy but just because you guys are working hard, that doesnt mean customer service is allowed to be this poor.

Ticket # 564600

Last response I got was April 25th asking to be patient & was told I have been flagged to speed the process up. Replied to that email from support on 5-1 concerning no response for a week, havent heard anything from my email on 5-1 & my ticket # hasnt appeared in any of your update posts.

BuD.7851:

Ticket # 564600

Last response I got was April 25th asking to be patient & was told I have been flagged to speed the process up. Replied to that email from support on 5-1 concerning no response for a week, havent heard anything from my email on 5-1 & my ticket # hasnt appeared in any of your update posts.

It looks like this is your first post in the Tickets for Review thread. Gaile cannot know that you haven’t received a reply and want her to check on the ticket unless you post it here.

Posting to know the status of a friend’s ticket. #554492

tolunart.2095:

BuD.7851:

Ticket # 564600

Last response I got was April 25th asking to be patient & was told I have been flagged to speed the process up. Replied to that email from support on 5-1 concerning no response for a week, havent heard anything from my email on 5-1 & my ticket # hasnt appeared in any of your update posts.

It looks like this is your first post in the Tickets for Review thread. Gaile cannot know that you haven’t received a reply and want her to check on the ticket unless you post it here.

Was going by this

Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

I have not seen a response in the last 3 updates so Im posting in this thread. Am I missing something?

BuD.7851:

tolunart.2095:

BuD.7851:

Ticket # 564600

Last response I got was April 25th asking to be patient & was told I have been flagged to speed the process up. Replied to that email from support on 5-1 concerning no response for a week, havent heard anything from my email on 5-1 & my ticket # hasnt appeared in any of your update posts.

It looks like this is your first post in the Tickets for Review thread. Gaile cannot know that you haven’t received a reply and want her to check on the ticket unless you post it here.

Was going by this

Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

I have not seen a response in the last 3 updates so Im posting in this thread. Am I missing something?

Well, if today is your first post in this thread, you aren’t going to see a response in the most recent updates because you have to post in this thread before she adds you to the list of updates.

It’s like complaining about how long it takes for your food to arrive when you haven’t even looked at the menu yet, let alone placed an order.

The message you quoted is because CS is swamped with tickets right now, they are working overtime to get to everyone but it’s still taking longer than usual. People are getting impatient and posting too often in this thread under the mistaken impression that doing so will bump them ahead in line. She’s just telling everyone to be patient and not to post “what’s going on with my ticket” every day.

#572644
7 days
nothing

#561120

On 4/21 I submitted:
- a bug report in-game (because there is an actual bug involved with the item)
- a support ticket via the website (https://help.guildwars2.com/home)
- I received an autoreply to both the same day

On 5/1, after hearing nothing for 10 days, I sent a follow-up email to the support ticket. I received a reply asking me to submit another bug report in-game.

This is for a gem store purchase.

Hello my ticket is 583430 and i still didn’t get reply.
Thanks

Hi Gaile,

I understand you posted multiple times to not post about item refunds here but after 9 days of waiting, I am getting quite discouraged. How backed up is item refund, two weeks, a month? Any estimated timeline would be appreciated.

Senbonzakura.9035:

Hi Gaile,

I understand you posted multiple times to not post about item refunds here but after 9 days of waiting, I am getting quite discouraged. How backed up is item refund, two weeks, a month? Any estimated timeline would be appreciated.

You can post in this thread: https://forum-en.gw2archive.eu/forum/game/gw2/Customer-Support-and-the-Feature-Pack/page/4#post3984830

Ticket: 576901:First Birthday box

PLEASE answer my ticket, I’ve been waiting for a LOOOOOOOONG time now…

Ticket: 571963:Guild Leadership Transfer

It has been roughly a week without hearing anything back besides it has been flagged. Would like an update soon—looking to try and get the guild going again (which is hard when the leader is gone).

Ticket 583204
3 days, waiting on account restoration.

582075: Account Rollback Request – Deleted Due To Potential Security Issue
Submitted: Apr 30 11:28 a.m.

2-3 months ago I had my CC info reported stolen by my bank (BoA) 2-3 hours after making an in-game purchase for gems and was advised at the time by the fraud investigator this is a common problem with online games in general and he advised me to sever all ties to the game immediately as the card was a recently issued new number and there were no other purchases made with it for several weeks prior. I submitted a ticket at the time and it was investigated by level 2 support with GW2 who advised at the time everything seemed normal from a security standpoint but to communicate with them as needed. Acting on advisement from my bank I deleted my player, canceled my account, and uninstalled the game till the investigation was completed recently. At this point my bank has advised me the issue was isolated to a unrelated incident from the GW2 purchase and I am hoping for an account rollback to the time I submitted my original ticket to GW2 tech support as I haven’t played since then and only eliminated my player and account due to the bank fraud dept instructions. I cannot locate the first ticket in my account info but the last purchase made was on 2-14-14 which would be the desired restore date please. Thanks for any help.

578711:Innapropriate name

Been 5+ days, haven’t been able to login on my main character, haven’t been able to go guild missions or wvw on my main. Only received flagged emails, would like a status, thank you