Guild Wars 2

I need help – it’s been 3 days. My ticket is 441928. I did get a canned response from GM Ash, but all it said was other ways to submit a ticket, nothing about mine specifically.

My problem is pretty simple and was explained well in my description. I didn’t get the meta reward chest (Liberator of Lion’s Arch Chest) when I hit 15 ticks the other day.

It’s too bad it takes two completely unrelated steps to get a ticket worked on. I hope I don’t have to go to Reddit and post in the forums and PM and do other things.

Thanks.

A friend of mine needs help: it’s been 3 days. Ticket number is 444514:Perma Ban. All he got was an e-mail asking him to send information about his account, but hasn’t heard anything since.

Hello:

Someone on reddit was discussing how they have an issue that hasn’t been responded to in nearly two weeks but who can’t post on the forums here, so I am posting on their behalf.

Ticket Number: 402341
Last reply from GM Talon on Feb 28

Thanks in advance!

“A fellow guildie has logged in a Ticket regarding his blocked account. There has been no reply after the initial response about escalation which was several days back.

The ticket no is : 435932

Request you to please help and check why it is taking so long "

Hello Gaile I’ll keep it short and precise as I too work as a customer service rep for a major gaming company.

I was advised by the official Guild Wars 2 twitter account to post here.

Problem: Purchased copy of Guild Wars 2 to play with girlfriend – upon creation of her account she accidentally selected a European server as her home server (we live in the US). I submitted a ticket to customer support and was told to spend $25 on gems to fix it myself. This is a brand new account with a level one on it – I shouldn’t have to pay $25 for a simple misclick.

Username: MarquessNyx.1429
Server She Is On Now: Fissure of Woe
Server We Meant To Click: Furnace of Sorrow
Ticket:440563:Server Transfer – Made A Mistake

As you can see – it was a simple misclick on similarity of names. We can’t even play together using guest because it’s another country. We live in the same house in the US. We were also refused a refund so we could atleast rebuy the game and click on the proper server so are completely out of options unless we want to chargeback.

For a friend: Ticket #422354

I feel like the replies from customer support are not exactly friendly (see later replies). Also, the char name should fall under policy, but is somehow not changed.

Inculpatus cedo.9234:

Maiden Calypso.6497:

Hello Gaile I’ll keep it short and precise as I too work as a customer service rep for a major gaming company.

I was advised by the official Guild Wars 2 twitter account to post here.

Problem: Purchased copy of Guild Wars 2 to play with girlfriend – upon creation of her account she accidentally selected a European server as her home server (we live in the US). I submitted a ticket to customer support and was told to spend $25 on gems to fix it myself. This is a brand new account with a level one on it – I shouldn’t have to pay $25 for a simple misclick.

Username: MarquessNyx.1429
Server She Is On Now: Fissure of Woe
Server We Meant To Click: Furnace of Sorrow
Ticket:440563:Server Transfer – Made A Mistake

As you can see – it was a simple misclick on similarity of names. We can’t even play together using guest because it’s another country. We live in the same house in the US. We were also refused a refund so we could atleast rebuy the game and click on the proper server so are completely out of options unless we want to chargeback.

Your girlfriend can delete all her characters and transfer to another server free of charge. http://wiki.guildwars2.com/wiki/World#Transferring

You were more helpful than all of ArenaNet support combined. Can’t believe they were going to charge me $25 for that. We got her transferred and I’ve sent you some gold ingame for your assistance. Thank you!

My boyfriend lost his serial code and his account has been compromised.
He submitted a ticket 4 days ago and has yet to hear a response other than that it was escalated (3 days ago). The ticket number is 440775.
Could someone please update us as to what is going on with this and how we can arrive at a resolution.
Thank you.

“444234:Account Termination, again. Still have no idea how I’m breaking the EULA.”
Hello, posting again for my husband concerning a new ticket (previous “resolved” ticket was 425247:Account Termination?) My husband was re-banned within 24 hours of having his account released with the same message (botting, extended unattended play, using macros, or similar behavior). Unfortunately, neither his initial or his second ban detailed what the EULA breach was at all, and now he’s stuck waiting for another response from Customer Service. The ticket was escalated three days ago; can you make sure the issue is being looked at? He also needs some clearer instructions on what to and not to do in the future, to avoid these issues. I myself don’t see anything that would have constituted as any of the above banned actions. Thanks in advance for your response!

Gaile,

I had been off and on in GW2 as of the last 6 months, I played for a week or so, then stopped for a few weeks due to my father passing away. I logged into my account a few days ago and all of my toons had been deleted. 6 lvl 80’s fully geared, legendary etc. Is there any way that I could get them restored??? I’m super bummed, i put a crap-ton of time into gw2. Now I have a bank full of stuff that i cant touch because its soul bound. I submitted a ticket and got the reply quickly saying it was being sent to someone else, but nothing in the last 3 days.
448725:deleted toons. Im not even sure what to do really. Any help would be awesome.

Gaile,
For Ticket #442710, I asked if there was a possibility of getting my Character rolled back after I had been hacked on 3/9/2013. This is the response I got from the support person.

I understand that they have a backup procedure but is there any way they could recover the account sooner than the December 11, 2012 date as shown in the response below?

Because I will not roll that far back and lose my legendary weapon which took quite a while last year to amass and make . I did state not to roll back for such a large time frame.

I would like to ask if they could roll back to like March 8th or maybe even the beginning of March 2013 or something like that. I am really concerned that if the Server Hardware I am on for the Blackgate server also would ever suffer a major failure that rolling me back to 1 year and 3 months ago would be feasible to play .

Thanks for your time in this matter,

{Below is quote from Ticket}

“Hello Michael,

I appreciate your patience during my investigation. After checking the game logs, I found that your account login was compromised recently. I recommend that you immediately scan your computer for viruses as this intrusion may have been caused by a keylogger being downloaded onto your computer. Make sure your anti-virus software is up to date before running full scans of your computer. Immediately after the scans are completed, change the passwords for your Guild Wars 2 and e-mail accounts.

Regarding your items and characters, we often are able to restore compromised accounts. You should know, however, that an account restoration will result in the loss of any progress you’ve made since regaining access to your account. If we restore your account, it will be returned to its state on December 11, 2012. Achievements, accomplishments, and items acquired since regaining access to your account will be lost, but you will regain the items and gold that were taken in the compromise. In addition, characters that were deleted during the compromise incident also will be restored. Please note that we are unable to recover any losses you may have suffered in your guild or on the trading post.

If this is something you would like for us to do, please update this ticket confirming you would like an account restoration and we’ll get started. Please respond promptly, because the specific restoration date we offered you will not be available indefinitely. "

HELP HELP HELP HELP Right after I posted above asking about recovering an account. for Ticket 442710 .. I get knocked off my account and the account was rolled back all the way to the beta stage or very nearly just after. I had 5 characters on there and specifically told them NOT to ROLL back if the account went back that far. I was only asking here to see if there was a March 8 , 2014 or early March 2014 date .. This is disastrous if they rolled it back that far. I do see above that I goofed up on the year. But I specifically did not want to roll back that far.
Please review this and put the game back if possible. I can not go through leveling my main character Andevil again.

HELP HELP HELP HELP.

UPDATED:::: It has been fixed .. thank you all for your help in this. Hopefully this will never happen again.

Many thanks for the quick responses and action to fix this.

Ticket 444143 I think
Please it has been more than 3 days and i am still currently waiting. Thank you anet

For a friend: Ticket #449642

427396

This is the third ticket I opened and I haven’t received a response in about 10 days. Any help you could offer would be much appreciated. Thanks in advance!

Hello,

Ticket number : 448714

He has been banned for “botting” and by the sound of it so have 4 other people he was playing with.

hello,
Ticket number:293998
296309
293998
296784
302409
I was banned for “gold or item sales for real-world money”.I am really sure I didn’t did this.This is my finally letter.

437622
Got a response immediately saying the ticket was escalated, however that was 7 days ago.
Thanks in advance.

Concerning “444234:Account Termination, again. Still have no idea how I’m breaking the EULA.”

My husband has been informed that “This account has been closed for using an illegal third-party program” and that “The decision to terminate the account is final…we maintain absolute confidence in our conclusion.” As he has been given no opportunity to prove his innocence, and as his appeals have been denied, he has little recourse but to escalate the matter through the NCSOFT legal department, as per section 14(a) of the User Agreement. (I would like to point out that this is hardly the first reported instance of the auto-attack in GW2 appearing as a macro/bot to inspectors.) He has also filed a complaint with the Better Business Bureau against ArenaNet, concerning the handling of the dispute.

Thank you once again for your prompt and helpful assistance in these matters. However, my husband is innocent of the accusations, and he is being given no other options within the current GW2 support channels.

Hi, my friends (HotMale.8715 ) account has been terminated for in-game exploit 5 days now.
He submitted a request 5 days ago, he got a reply from GM Paul that his request was escalated.
He tried to give more information that might help the team but none answered so today he submitted a new request and told me to write here.
First ticket: 447833
Second ticket: 458859
5 days is a long time to be out of the game for no reason, he lost a lot of daily activities, you could at least reply to his next mails to inform him what’s going on, in what stage are you in fixing his problem.
Please understand that he is becoming impatient because he gave lot of his personal time on GW2 and he doesn’t want to stop playing or buying it again

Hi Gaile, my ticket is #454119

forevermd.7134:

hello,
Ticket number:293998
296309
293998
296784
302409
I was banned for “gold or item sales for real-world money”.I am really sure I didn’t did this.This is my finally letter.

I might suggest that it’s taking a long time because they have to compile and close your duplicate tickets. It might be helpful if you closed out all but the most recent and only updated that one.

bluestocking.6148:

I might suggest that it’s taking a long time because they have to compile and close your duplicate tickets. It might be helpful if you closed out all but the most recent and only updated that one.

Shouldn’t he update the oldest (lowest #) ticket instead? It should be the first ticket acted upon and the first in line to be looked at.

hi,my ticket number:456761

This account was terminated to botting.

forevermd.7134:

hi,my ticket number:456761

This account was terminated to botting.

… and another ticket?

you shouldn´t open more than 1 (one) ticket, any further ticket will slow down the process.

Hello Gaile,

My very patient friend still has gotten no response on his hacked account.

He told me the ticket was put in on march 4th.

Any info on this please ?

Ticket – 422270

Thank you kindly

Ticket# 451169
Been waiting about 5 ish days and haven’t heard back.
Currently my GW2 account is basically unusable for me.

Hey,

I sent a ticket on Friday 14th requesting a character rollback, as my account had previously been ‘hacked’.

I’m completely unaware of whether or not the ticket actually went through, or what’s actually happening with it; I didn’t receive any kind of email confirmation regarding the ticket, and there doesn’t seem to be anywhere on the site to manage tickets you’ve sent.

I’ve seen posts where people have been told to update their tickets, and of course posts in this thread with people giving their ticket number. Am I missing something?

I’m posting on behalf of my friend who cannot connect to her account that has been hacked or banned for trying to be hacked into if you guys could get back to her that would be great! Her ticket number is #434729 she has yet to be contacted by an ArenaNet support person. Thanks!

JackinYaBox.5284:

Hey,

I sent a ticket on Friday 14th requesting a character rollback, as my account had previously been ‘hacked’.

I’m completely unaware of whether or not the ticket actually went through, or what’s actually happening with it; I didn’t receive any kind of email confirmation regarding the ticket, and there doesn’t seem to be anywhere on the site to manage tickets you’ve sent.

I’ve seen posts where people have been told to update their tickets, and of course posts in this thread with people giving their ticket number. Am I missing something?

You should receive a response to your submission, an email stating ‘We received your ticket, and will respond shortly.’, with a ticket number included. Check your spam and junk folders, and if you find nothing, you might find this thread helpful: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-more/first#post2924424 Good luck.

Inculpatus cedo.9234:

JackinYaBox.5284:

Hey,

I sent a ticket on Friday 14th requesting a character rollback, as my account had previously been ‘hacked’.

I’m completely unaware of whether or not the ticket actually went through, or what’s actually happening with it; I didn’t receive any kind of email confirmation regarding the ticket, and there doesn’t seem to be anywhere on the site to manage tickets you’ve sent.

I’ve seen posts where people have been told to update their tickets, and of course posts in this thread with people giving their ticket number. Am I missing something?

You should receive a response to your submission, an email stating ‘We received your ticket, and will respond shortly.’, with a ticket number included. Check your spam and junk folders, and if you find nothing, you might find this thread helpful: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-more/first#post2924424 Good luck.

Thanks for the reply, really appreciate it. Haven’t found anything in my Junk or deleted folder, so I’m gonna try sending another ticket. I know they don’t really like us sending multiple tickets but not much else I can do!

Thanks again.

This is a friends ticket who has suffered allot after he bought this epic game and after you review his case you will see why: 464071

I’m posting on behalf of my friend who cannot post in this forum at the moment. It’s been over 3 days with no reply concerning her account issue, ticket number is 461911. Thanx for your help.

Good evening! I’m posing on behalf of a friend who cannot access his account at all. His username is ThrynDrakarian.3179 , his ticket number is 453596 and it has been six days since he opened his ticket. He emailed from a gmail account as he’s aware the hotmail ones aren’t working right at the moment.
He’s received an automated message from you guys to that email, eight hours after he submitted a ticket, but has had nothing since. He’s not been able to play the game since July last year, so he’s understandably really very frustrated and angry! I’ve queried on here before, and he’s made another ticket as requested, but nothing has been coming through to him.

Could You Look into #460821 — Not the Orginal Problem of the ticket itself, but the reply, which contains a seperate issue about #445934.

Thank you.

Ticket:#458969
Hi, my friend Syou.6912 has sent a ticket on March 16th, it has been 5 days but still not got a reply.
Please check it and reply us as soon as possible.
Thank you for your help~

Hello, I’m posting on behalf of my friend Gambino.2109, who can no longer access the forums to post this himself since he was mistakenly banned. He was banned a few nights ago under the accusation of botting, which is an absolute mistake. I play with him every day most of the time he’s on, and myself as well as anyone in our guild can tell you he has never used a bot. We want to get this resolved as soon as possible but he has yet to receive an official response on his ticket or on his post to the forum. A response would be greatly appreciated so he can get back in game as soon as possible. His ticket number is 464714.

Hi. Pls check these for my friend.

Tickets : 465095 and 465104.

You replyed that :

" Hello Vu,

Thank you for contacting the Guild Wars 2 Support Team!

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.

Regards,

Merrick
Guild Wars 2 Support Team " .

And now , > 72 h and noone check these

Thank you so much.

Frezia.9620:

Hi. Pls check these for my friend.

Tickets : 465095 and 465104.

You replyed that :

" Hello Vu,

Thank you for contacting the Guild Wars 2 Support Team!

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.

Regards,

Merrick
Guild Wars 2 Support Team " .

And now , > 72 h and noone check these

Thank you so much.

Please tell your friend to be patient and to not make any more new tickets! Sending in multiple tickets will only slow response time from the team. If he can he should close the second ticket.

Also make sure your friend checks his junk email!

Hey, posting for my friend.

Tickets: #462231

He applied a ticket on monday morning. He got an answer that the ticket had been escalated for further investigation shortly after, but have not gotten anything since then. Now it have gone more than four days since the ticket was created.

Ticket #466647 she received automated message then later that night the standard escalating message.

Thank you for contacting the Guild Wars 2 Support Team!

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.

Hello Gaile Gray,

My friend’s ticket 464600 has not been responded to over the past 72 hrs. He also has another ticket 475038 with more information in regards to his first initial ticket submitted. Please help with this situation as soon as possible, he would like to come back to the world of Tyria once more and explore with his friends.

Thank you ever so much for you time.

Posting for my friend.

Ticket : 462257

5 days since ticket was submitted, awaiting a reply.

Thanks