Guild Wars 2

Gaile Gray.6029:

Update: 3 April 2014

486770 – We believed this was resolved March 28th. Have you checked ALL your possible mail folders? Have you tried contacting through a new, different e-mail provider, referencing the old ticket? We’ve cleared everything on our end, but it appears you still are not getting our mails.

I submitted a follow up to the ticket via the email address registered to the account I am posting from. I do not have an alternative provider, but I know I have reset the password to this account successfully in the past so it should not have problems receiving your emails.

Edit: Received a response to my follow up email asking me to go to the support page and submit a ticket… I’ve seen you post a dozen times not to submit duplicate tickets so before I followed their request I wanted to make sure that I should submit a new ticket in this case?

My friend had her account hacked Mar 25. She has submitted 2 tickets for the account but has yet to hear a reply. The most recent ticket was submitted April 2. Ticket #507306. She doesn’t have the original ticket # that was submitted Mar 25.

This is to help our guild member because of support wasn’t giving him a reply. Ticket #s

500464 – Original Ticket
501198 – Follow up
509057 – Follow up
513366 – Follow up

He told me that even in guild wars 2 forum he can’t post anything and this is the message sent to me via skype “Login Error: You do not have access to Guild Wars 2.”

One of my friend just now is looking at his wallet then from his own eyes he saw how his 3 golds just deducted from his wallet. I think this is a sort of virus/malware/trojan.This is getting scary. Our Server is Whiteside Ridge. Hope Anet will monitor this kind of activity.

Sorry if wrong section because my previous post is about our guild member loosing a gold from his wallet, and now happened again.

On behalf of my bro, for review and consideration:
Ticket: 130404-001167

Thanks very much.

thebenong.2094:

On behalf of my bro, for review and consideration:
Ticket: 130404-001167

Thanks very much.

They’re unable to access tickets from the old system, unfortunately. Your brother will probably need to open a new one.

Hello, I’m posting for my friend who has been, we believe, unrightfully banned from the game, because his account was hacked.
Sorry for the long post, but please carefully read this and help us, you’re our only hope.
My friend’s ticket: #508632.
Even though he has already gotten a final answer, there is an option to ask about a resolution of a ticket, so he asked me to post these things for him here, since he cannot access the forums. And also, even though he has gotten an answer, he and I still don’t understand why he was banned. He knows a final response has already been sent, but all what the people from the customer support were saying was, that after a thorough inspection they came to the conclusion that illegal third-party programs were really used. But nobody is arguing about that. What my friend wanted to let them know was, that he was not the one using these programs, they were used by someone else who hacked into his account, from a completely different computer in a completely different country.

I think it’s not fair to terminate an account, and by doing so prevent the rightful owner from playing, just because someone else hacked into the account and did these things. Because we only play together, he told me about his account being hacked and banned a few days ago and told me to just wait a few days, that he will resolve this issue with the customer support. But to our surprise the customer support told him that under no circumstances can the account be recovered. But why? He didn’t do anything. He’s saying he’s got a screenshot of recently authorized networks on his account, shown in the guildwars2.com account interface, showing several IP’s from Asia being authorized and logged in, so that may mean the hackers also had access to his e-mail, but it also is a proof that at the time of using these programs, it was not him who was logged in! Also in different cases of this thing happening (account being hacked by someone and then banned), the owner of the account does get the account back after contacting the support. So why is my friend’s case different?

I don’t want to sound rude, but we are really shocked and do not understand the reasoning behind this account termination, when my friend is clearly innocent. He says that maybe he wasn’t fully clear when posting the ticket, because the support didn’t seem to acknowledge the fact, that the people doing the stuff on his account were hackers and not he himself, they were just saying, that they are sure that the programs were used. Yes, they probably were, but by the hackers, not by my friend!

This is in no way an insult to the customer support, we admire your work and respect you for helping people who have problems with the game, but please, Please, look into this and let me play with my friend again.
Thanks for reading this.

Hi,
I am posting on behalf of my friend who has not yet been able to login. My friend bought the game and registered an account 3 days ago and then filed a support ticket after not being able to log in.

Ticket number: #512921
Please help.

EDIT: Resolved

About deleted ascended trinket, sent on thursday. They did tell me they needed more time 3 days ago. Not sure if it’s because they needed a few days to discuss it or because they’ve answered late on friday night and they were off on the weekend ( hence why they needed more time, would have preferred being told they were off, if that was the case haha). Ticket is 510266

Hello, I’m posting for my friend, because he is on holidays.
Ticket number: #504313

From 3 days, there’s no reply. It’s pretty important for him, to know if staff help him. Please check, how investigate is going, and give fast asnwer.

Thank you,
Best Regards.

My case number: 525887
Could you review it faster? i just want to change my email.

Gaile Gray.6029:

Update: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

Ty for the response. dont worry i will let my guild member to stop being childish. wow 9 tickets lol. but tbh i can understand him because it’s his first online game & first MMO. thanks. i will relay this message to him.

Hi guys, I bought a second copy for my son and it’s not working I can’t login not even the forums too. Here’s the ticket # 526586. I would appreciated if you guys look in to it. Thank you.

Oh it’s been 5 days now and still can’t login or get an email from support.

Hi, I’m posting for a friend since he cannot log in to his account. His ticket number is 521420. We think that the cause for the delayed or blocked emails is because he is using yahoo. He wants to update the email address in his account to a gmail one. Hopefully that will solve the problem with the delayed authorization emails. Let me know if you want his gmail email address so you can update the account.

Thank you.

Naaktebeer.9417:

Gaile Gray.6029:

Update: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

Ty for the response. dont worry i will let my guild member to stop being childish. wow 9 tickets lol. but tbh i can understand him because it’s his first online game & first MMO. thanks. i will relay this message to him.

Thank you so much Naaktabeer for helping me post my problem, Sir Gaile Gray thank you too for helping me out even thou the gold was not given back.

Hello Gaile, hopefully you can clear something up for me. I made a separate post but it went unnoticed and I was told to use this thread instead.

I recently lost my Fused Dagger and opened a support ticket (#507677:Missing Item), as I wanted to confirm if it was due to my own error, or a server error, as I noticed its absence during a server maintenance period around 12am EST April 3.

In my ticket, I made it clear that if it was my own fault, I understood that it was my own problem to fix, but as do not recall destroying it I wanted to find out what happened. I was expecting 1 of 3 answers, any of which I would have accepted;

1)Its your fault, deal with it
2)It was a server error, but we cant help you
3)It was a server error, we can help you

The response I got was that the logs for the item were missing, and they didn’t know what happened. Repeated inquiry on what this meant gave me little new information and has made me more and more frustrated.

I’m hoping you can answer two questions for me, that no matter how many times I asked, were looked over by CS.

Taken from CS exchange:

1)From my understanding, the logs that you have should be able to tell
you the item history, or something of the sort, otherwise checking said
logs would tell you nothing. So CS telling me that they cannot locate them
tells me something is wrong.

CS claims that there is no possibility of a server error causing an item deletion. Now I firmly believe that arenanet servers are stable, well built systems, but realistically such a claim is impossible to make, especially with maintenance going on at the time in question. Similar disappearances have been reported to me by other players as well.

If these logs are missing, does that not warrant further investigation regardless of how stable the servers are?

2)I’ll reiterate that if it is found that I destroyed the dagger by my own mistake that the issue would be settled, but if a server error is found to be the cause, will it be possible to restore the skin or am I out of luck(and 300g) either way?
——————————————————————-
Forgive me for being persistent with this issue, but the lack of clarity I was given by CS was not acceptable for me. Thank you for your time Gaile

~Pathos

Hello just heard of this thread to get updates on tickets. I was worried since I haven’t received an update from support. It has been 4 days since compromise. The original request is 531643. I tried to reply to request and i received two other request numbers (535685 / 537848) I am able to log in now, but my account hasnt been “rolled back” and the mobile authenticator that the hacker attached hasnt been removed so that i may secure the account with my own. Thank you for your help in this.
Aden The Wise.8609

*update… received email while posting this message. Support removed the authenticator and I was able to set up my own for my account. Said they were forwarding the message to the correct dept for roll back, but they should have been the first one to receive the request. I had not meant to make multiple requests, was trying to reply.

whats the status on ticket 525838? Has not had any reply in few weeks?

Hello, I have a ticket that was supposed to be addressed before today’s feature patch, because it may not be addressable after the patch, and it still has not and I’m kind of worried. Ticket number 528753. Thank-you.

517710
Would like to get a response.

Hello!

I was writting about my friend ticket. My friend account has been hacked. He had already written to you twice, received only one answer, of course, he answered for it, Now he asked me to be ask you becouse he is waiting for your answer and he is very worried about it . Can you say anything about this ticket or anything you do with this case, Have he any chance to recover it ?

Ticket number: 535940

Sorry my English is not good, the text translated by Google.

Thank you very much
Regards

Our issue was fixed, thank you!

Hello. So, i submit ticket #540132 and i wanna cancel it (i fixed problem by myself). Dunno how to cancel so i sending it here ^_

Khan Jareck.6471:

Hello. So, i submit ticket #540132 and i wanna cancel it (i fixed problem by myself). Dunno how to cancel so i sending it here ^_

reply to the email " i no longer need help "

530674. I’m posting in behalf of a friend. He submitted a ticket on friday(11th) and got a response that more investigation was required but has heard nothing since then.
Thank you

537846 stil waiting

hi:Gaile Gray
I have ask you questions.
my friend Fashion palace hall.8213 guild war and guild wars2 super player have
10000+ pionts why her account over ?
my friend did not use the plug
He has 10,000 achievement points
Guild Wars home 50points super player
I play with him for eight years now
His account is really innocent blockade
Please lift his blockade.
We have a lot of friends waiting for many members of his guild.
all wait Fashion Palace Hall.8213 back .
(request #151288) only help thanks Gaile Gray.

My ticket has been in queue for over 5 days
Until now nothing happened
Ticket 533977

Hi there. still waiting feedback for ticket 543333. Thank you.

Hi I’m posting for my friend who can’t access his account.

He sent in a ticket (# 537581) on the 14th but he hasn’t got a reply.
He actually sent in a ticket already, a week prior but didn’t copy down the request number so he is wondering why he hasn’t been contacted yet. He also sent in 2 more requests on the 15th via email to support@guildwars2.com.

His problem is that after a month’s haitus, he can’t login to the game. Even changing the password didn’t solve the situation since apparently mobile authentication has been set up, yet my friend has NEVER set up mobile authentication. We think he may have been hacked.

Thanks for reading this and please reply to my friend ASAP.

Hello !

Been waiting for ticket #531115 submitted on april 11th. Many thanks in advance.

i’ve returned to gw2 after 8 motnhs or so,after 2 days of gameplay when i logged as usual i am shocked with that black screen saying that my account is terminated permanently.they restored my account but now my 90 gold is missing.and its been days and noone answering my tickets.please stop this,its like a bad april fools joke and went too far.

538331:gold missing
547795:harrasment
542896:WHERE IS MY GOLD ARENANET????
542085:waiting an answer for a day

@Wesnt – you should only make one ticket, and you should only update it if 72 hours go by without an answer. Multiple tickets slow down the process as they have to close out duplicates.

Hello all greatings from very poor country called Serbia . This is my post for Gaile Gray ( btw nice last name Gray like color ). I hope you will read all its kind a sad story at least for me. So i buyed this copy of game just to write you post here, yeap that is true. I realy like this game and players that plays it and support is nice ( a bit long time for responds but still very good at helping). I was playing game from very start was september 2012. i think everything was good i was so happy when playing this op game. But then i got sick at march 2013. , got serious heart problems and went to 2 operations with less success then it was expected. Then i got my account hacked, i was on job trip for 1 month and my little brother played a game and he gave my account and all informations ( not needed for that but he is so young he didnt knew that ) to his friend to try game. And thats where all started. Your support helped me gave me my account back and replaced my cd key with new one and restored my account to get my missing items. I countinued playing got 2 legendarys on my beloved asura thief and everything was good. I was so happy that i played this game with so passion that so much players within game started to recognize me when i am attending to some event or wvw ( that is most powerfull thing to achiv in game = to be popular ). About 9k achives and cultural armors and 4 chars on lvl 80 fully geared was there on account. Then i started new job. Developing state-of-art security sistems for banks and such a high priority institucions. They gifted me for my use and job use high-end laptop for use. Like my old computer was a bit low (game to laggy in wvw) i started playing game on new computer. The problem was i was using some of most powerfull wyrms and viruses for network on world to test my security projects i didnt realised that my freeware antivirus will not survive such attacks. Got hacked again on my beloved game, ofcourse contacted support and after 13 days of delay they answer me that my account is permanetly closed becouse someone else have my full account informations right on april fools days. From that day i hardly ever get sleep, that game and that asura thief was my happines. To get same things on this new account again will take more then year and will be way to borring even for creators of this epic game. My old account nick was Deus.1285. Thanks for reading this Gaile and just to let you know if i die from heart attack becouse my pressure is way to high this days you and that dude Talon from support will be guilty. Sry for bad english and mistakes. Best regards, Marko
PS: If you want to see pictures of my hearth operations contanct me on this mail for selfie photos : [redacted by moderator]

Adding Ticket Number: 464071 (Gaile Gray)

Hello,
I’ve been waiting on my ticket #542235, which was submitted this Tuesday (April 15). I hope you can help, thank you for your time!

Deus.1832:

Thanks for reading this Gaile and just to let you know if i die from heart attack becouse my pressure is way to high this days you and that dude Talon from support will be guilty.

Three things :

1) You didn’t tell the ticket number

2) You should get help, it is not healthy to care so much about a game

3) Saying such a thing is just awful. These people are doing their work and you would put the weight of your death on their shoulders? It’s not their fault you have high blood pressure. Not is it their fault if you seem to care more about Guild Wars 2 than you do about your own life. You said you have a job? You’re behaving like a child, though. Get a grip of yourself.

Uhtameit.2413:

Deus.1832:

Thanks for reading this Gaile and just to let you know if i die from heart attack becouse my pressure is way to high this days you and that dude Talon from support will be guilty.

Three things :

1) You didn’t tell the ticket number

2) You should get help, it is not healthy to care so much about a game

3) Saying such a thing is just awful. These people are doing their work and you would put the weight of your death on their shoulders? It’s not their fault you have high blood pressure. Not is it their fault if you seem to care more about Guild Wars 2 than you do about your own life. You said you have a job? You’re behaving like a child, though. Get a grip of yourself.

3) that for death was said like half joke i will not die lol i cant die. Yes i have job i need to eat something i think , computer nerd job if i may say. And yes they are doing great job like i said my post just with second hijack its not neccery to perma disable such a huge builded account
2) and i care about game becouse got all help i can get so far that game makes me happy and careless ( isnt that good way to function for dude like i am ? )
1) ticket was closed 2 weeks ago i didnt got any other solution then to get on forums with new account
4) i am kind a hard-core mmo player just love to live that kind of life ( probably low quality real life but maybe its not my mistake)

541571 Accidentally deleted characters containing gem store purchases.

Deus.1832:

1) ticket was closed 2 weeks ago i didnt got any other solution then to get on forums with new account

Gaile still can’t help you unless you provide her with a ticket number.

Hi

How is the progress on ticket #542651?

Thx

Seera.5916:

Deus.1832:

1) ticket was closed 2 weeks ago i didnt got any other solution then to get on forums with new account

Gaile still can’t help you unless you provide her with a ticket number.

actualy ticket is still alive maybe becouse i spammed within ticket a lot for status and my panic after perma disable its 464071 but i doubt that i can get any help. I just wanted to explain all in public.

Deus.1832:

Seera.5916:

Deus.1832:

1) ticket was closed 2 weeks ago i didnt got any other solution then to get on forums with new account

Gaile still can’t help you unless you provide her with a ticket number.

actualy ticket is still alive maybe becouse i spammed within ticket a lot for status and my panic after perma disable its 464071 but i doubt that i can get any help. I just wanted to explain all in public.

Well, that ticket has already been reviewed and a response given:
464071 – Resolved. The account was closed, as explained in the ticket today.

I am wondering how its going on my ticket # 542408. I made a request to refund two town clothing items that I had for a very long time that got turned into tonics and looking to refund them as I’m dissatisfied with their change. I actually have three in total but keeping one, as I actually like its outcome.

The two I have that I need refunded are on my Guardian Hikari Kyoko Ishida.

I completely spelled them out in the support ticket but they are [Endless Country Lace Clothing Tonic] and the [Endless Khaki Clothing Tonic]. If you can help and I get my gems back/refunded it will be appreciated.

My ticket is waiting for response for almost 4 days and I would to know what its status.
I got a message that an agent will contact me as soon as possible 30 minutes after I sent my ticket but other than that, nothing.
Ticket #539229

Dear Lady Gray,
i would like to follow up my support ticket # 540907 it has been 4 days i hope u can help me get it process already. thanks very much!:)

- Schwarzkopf