Guild Wars 2

lol thanks. I’m sorry about your account :/ that sucks.

Royal.8079:

Ticket: 1434958
its been 11 days no response
Can’t access @ncsoft account, can’t link it to my gw2 account please help.
I would like to be able to participate in the gw1 anniversary. please help me access my gw1 account and link it to my gw2 account. Pretty Please with sugar!!

Thank you in advance for all of your hard work

This is my third post to this forum thread. It’s been 20 days with no reply. I have been good and followed all of the ticket rules. I have only put in 1 request in and have been posting to this forum thread. Please help.

Ticket # 1434958

Thank you so much for your help. My issue has been fixed.

Shimekiri.1580:

Ticket: 1365362, gone 26 days without a reply so far. Thank you.

46 days now, no response. Still hoping I’ll be able to reset my GW1 account password. <_<

Fuzzylumpkins.1694:

Michael Henninger.7451:

Fuzzylumpkins.1694:

I have a ticket opened with you guys already and the ticket number is 1385843. I started the ticket 3/25/15 and on 3/28/15 you guys verified that my Guild Wars 2 account was compromised. On the same day, I did what was asked of me which was to change my email password to something I never used before and I told you guys the results of the virus scans I did. On 4/4/15 my ticket was transferred to the Account Administration Department. It has been 5 weeks since I asked for help and I still don’t have my Guild Wars 2 Account back. I ended up having to buy a new account on 4/13/15 just so I could play and this is how I am able to post here on the forums. I was hoping if anyone could please help me get my main account back which is Rozalina.3196. I know this might not matter to you guys, but I am the leader of my guild and so this situation has not just affected me but it affects all 202 guildies that rely on me to be there for them. I understand that you guys are busy I can only imagine, but I would appreciate it if someone could please help me get my account back.

UPDATE: On 4/27/15, I tried changing my password for my hacked account and I was actually able to do it at my surprise. So, I ended changing the password and I went ahead and changed my account email to a different email I made just for it. So, I have control over it again, but I still can’t log in because it says “Your Guild Wars 2 account has been suspended for an account issue. This action is permanent.” So, I was wondering if you guys could please unlock it for me so I can play on it again.

Your e-mail is compromised. I see clear evidence of two users e-mailing us from the same address – it’s pretty obvious which is the real owner. Lock that down. =)

It has been 5 weeks and 5 days and you have not done what you said you would do. I have people in my guild that have gotten their accounts hacked and their accounts were restored within 2 weeks. You guys told me, “Once you have taken these steps in the order they are listed, reply to this e-mail with a brief outline of what steps you took. For example, let us know what virus scanner you used, what the results were when you ran the scan, and confirm that you are using a completely unique password for your e-mail account that you have not used anywhere else. At that point, we will take the necessary steps to get you back into the game.” I have done everything that was asked of me from changing an email’s password to telling you guys the results of the virus scans done on my computer. Could you please help me understand why you still haven’t done what you said you would do.

I just want to show you guys that like I said before I was able to change the password to my account by doing the forget password thing and then I changed my account email to a totally brand new email nothing else is on it just my guild wars 2 account. So, all you guys need to do is please restore my account to me so I can play now.

It’s been a little over a month since I last submitted my ticket for help with my GW1 account. Any help would be appreciated.

Are these tickets still being handled by Anet, or have they been outsourced with the rest of customer support as referenced in this vg247.com article?

http://www.vg247.com/2015/04/10/guild-wars-2-publisher-lays-off-customer-service-team-outsources-to-third-party/

Ticket 1414231

Still no email for support ticket:

Hi, support ticket 1433490 was submitted April 12 and hasn’t been answered yet. I want access to my GW1 account!

Renwick.8549:

It’s been a little over a month since I last submitted my ticket for help with my GW1 account. Any help would be appreciated.

Are these tickets still being handled by Anet, or have they been outsourced with the rest of customer support as referenced in this vg247.com article?

http://www.vg247.com/2015/04/10/guild-wars-2-publisher-lays-off-customer-service-team-outsources-to-third-party/

Ticket 1414231

None of GW1 or GW2 support were effected by that, seeing as ArenaNet supplies their own support rather than using NCSofts (which is the ones being laid off).

GW1 issues always takes rather long time however, seeing as they have very little people working on that support and GW2 issues takes priority.

Ticket: 1448946
Between this ticket and the last ticket (1349486), which was unresolved but took over a month so I made a new ticket, I have been waiting for over 2 months to get back into my GW1 account so I can finish up anything that is left in EotN before redeeming my rewards in the GW2 account I just bought and have yet to activate.
(This is my GF’s account that I bought so we could play together.)
Honestly, I’m sick of this, it’s ridiculous, I have called both arenanet and ncsoft on the phone numbers that actually exist for them, and I’m tempted to just drive up to NCSoft since I know where it is and see if perhaps talking in person yields results. (I used to work about 20 min from the location.)
So please just answer the kitten ticket, I haven’t recieved a single response to my new ticket, not a transfer, not a kitten thing beyond the automated response. This is ridiculous.

ticket (1479420:Fruadulent charges) Still waiting for some reply dangit

Ticket 1355654
I contacted support almost two months ago needing to reset my password so I can merge my Guild Wars account to my Guild Wars 2 account. I heard from them asking which email to send it to, I replied and it has been almost two weeks since with no response.

My friend needs help, ticket number; 1402500
He’s been waiting for over a month, it’s such an easy issue to resolve.

I hope you get to it as fast as you can!
kind regards
Fia

Ticket 1353829
I contacted the support on 15.03.2015. I cant login into my GW1 Account. I guess all I need is the Name of one Character on this account. The GW1 Account was created during a free weekend, so there is no serial Number, but I connected it to my GW2 Account anyway. Now, where I also want to buy and play GW1 I can’t because i can not access my linked GW1 Account.

Ticket # 1473469
Account Paterial.2657
My friend’s account has been comprimised. He left shortly after GW2 has been launched and was just about to try to get back again, when he was told his password was wrong. After resetting he got the message that he was doing illegal actions and therefore the account has been suspended. So my suspision is that he got hacked when they stole all your user/password combinations early after release. In his account center he saw various IP addresses from China and Croatia. He changed all passwords, did a security scan and removed those IP address ranges from the account.
Since he is unable to join the forum, I help him here.

Ticket #1412158

1 month and 2 days, no reply.

Rozalina.3196:

Fuzzylumpkins.1694:

Michael Henninger.7451:

Fuzzylumpkins.1694:

I have a ticket opened with you guys already and the ticket number is 1385843. I started the ticket 3/25/15 and on 3/28/15 you guys verified that my Guild Wars 2 account was compromised. On the same day, I did what was asked of me which was to change my email password to something I never used before and I told you guys the results of the virus scans I did. On 4/4/15 my ticket was transferred to the Account Administration Department. It has been 5 weeks since I asked for help and I still don’t have my Guild Wars 2 Account back. I ended up having to buy a new account on 4/13/15 just so I could play and this is how I am able to post here on the forums. I was hoping if anyone could please help me get my main account back which is Rozalina.3196. I know this might not matter to you guys, but I am the leader of my guild and so this situation has not just affected me but it affects all 202 guildies that rely on me to be there for them. I understand that you guys are busy I can only imagine, but I would appreciate it if someone could please help me get my account back.

UPDATE: On 4/27/15, I tried changing my password for my hacked account and I was actually able to do it at my surprise. So, I ended changing the password and I went ahead and changed my account email to a different email I made just for it. So, I have control over it again, but I still can’t log in because it says “Your Guild Wars 2 account has been suspended for an account issue. This action is permanent.” So, I was wondering if you guys could please unlock it for me so I can play on it again.

Your e-mail is compromised. I see clear evidence of two users e-mailing us from the same address – it’s pretty obvious which is the real owner. Lock that down. =)

It has been 5 weeks and 5 days and you have not done what you said you would do. I have people in my guild that have gotten their accounts hacked and their accounts were restored within 2 weeks. You guys told me, “Once you have taken these steps in the order they are listed, reply to this e-mail with a brief outline of what steps you took. For example, let us know what virus scanner you used, what the results were when you ran the scan, and confirm that you are using a completely unique password for your e-mail account that you have not used anywhere else. At that point, we will take the necessary steps to get you back into the game.” I have done everything that was asked of me from changing an email’s password to telling you guys the results of the virus scans done on my computer. Could you please help me understand why you still haven’t done what you said you would do.

I just want to show you guys that like I said before I was able to change the password to my account by doing the forget password thing and then I changed my account email to a totally brand new email nothing else is on it just my guild wars 2 account. So, all you guys need to do is please restore my account to me so I can play now.

UPDATE: YAY I got my account back today! Thank you arena net for helping me be able to play again.

Hi Support Group,

Can you have an update on this ticket 1479138 its been 7 days until now no respond coming from the support group.

1479138 – disconnecting error message “a serious error has occurred that prevents the program from continuing to run Gw2.exe”.

All Cheers,
Philip

Is there any chance that you could provide update about the spanish tickets as well? I found often posts where they claim it’s been a while with no response from Anet.

Ticket Submitted March 22 2015
#1377693

@Michael Henninger thanks for responding to my issue i’l keep an eye on this until next week.

Hey Michael, so great to see you back. We missed you!

Just a note, you might want to take a look at your last post in ‘Tickets for Review’. I think the /endquote got misplaced.

Again, welcome return. =)

Ooops, your in-box is full.

How about my progress? he’s really sorry about creating two tickets! #1402500

So nice to see progress in this thread!

Ticket 1402127
Please help my friend, the ticket was applied on 1st of April but due to a mistake of the support there is still no solution.

#1402500
Please..this is my third time trying to help my friend, he has not been able to reach the support for over a month now and this is really his last chance to get help, so please help him because there is no other way to do it then me trying to contact you.
His ticket number: #1402500
kind regards
Fia

Thanks a lot for the help!

Michael Henninger.7451:

Drakthur.2805:

Ticket 1402127
Please help my friend, the ticket was applied on 1st of April but due to a mistake of the support there is still no solution.

Have your friend open a new ticket. In their last reply they sent us “I no longer need help” which closes the ticket.

The number of the ticket i wrote you is the active one.
She indeed had created another one, due to frustration about the whole situation and fearing that the support wouldn’t answer to her but after talking to her she closed the second one and followed up to her original one, still waiting for progress.
1466815 no longer opened.
1402127 this is the one she is communicating with the support still.
Latest reply was from GM Draghna.
Should she close the current one even though it’s active and make a new one?

Hello Anet,

I require further assistance with a support ticket that i have had open for quite some time. I was working with a support rep and they just stopped responding.

Here is the request number…
(1278357:password lost)

I also have another ticket i submitted in an attempt to get some customer support.
(1484509:account ban believe hacked)

I have been a loyal customer for 10 years, I am not mad, just need a little customer support please!

Thanks very much,

Nick

epiphany.6435:

Hello Anet,

I require further assistance with a support ticket that i have had open for quite some time. I was working with a support rep and they just stopped responding.

Here is the request number…
(1278357:password lost)

I also have another ticket i submitted in an attempt to get some customer support.
(1484509:account ban believe hacked)

I have been a loyal customer for 10 years, I am not mad, just need a little customer support please!

Thanks very much,

Nick

Michael Henninger.7451:

Fresh thread! Look here: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1

My issue has been resolved. My account has been restored and I thank all of you.

Best,

Will

Ellieanna.5027:

epiphany.6435:

Hello Anet,

I require further assistance with a support ticket that i have had open for quite some time. I was working with a support rep and they just stopped responding.

Here is the request number…
(1278357:password lost)

I also have another ticket i submitted in an attempt to get some customer support.
(1484509:account ban believe hacked)

I have been a loyal customer for 10 years, I am not mad, just need a little customer support please!

Thanks very much,

Nick

Michael Henninger.7451:

Fresh thread! Look here: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1

thanks Ellieanna! I did add to that thread but it was removed for posting the same thing in 2 threads. thank you though!

Michael Henninger.7451:

Elrey.5472:

Is there any chance that you could provide update about the spanish tickets as well? I found often posts where they claim it’s been a while with no response from Anet.

There is no backlog of Spanish tickets; except for Guild Wars. If you have a GW2 ticket do let me know the number so I can find out why you’ve not heard back from us. =)

Check 1484755 then, please. Reported on the spanish forums: https://forum-es.gw2archive.eu/forum/support/support/mi-ticket-tiene-mas-de-7-dias

Shimekiri.1580:

Shimekiri.1580:

Ticket: 1365362, gone 26 days without a reply so far. Thank you.

46 days now, no response. Still hoping I’ll be able to reset my GW1 account password. <_<

I finally got a response and got the password reset link, unfortunately it came at a time when I was unable to access my email/didn’t check it.(The reset has a 24h timer.) Now waiting for a new reply for them to re-send the reset link. :> I’ll be checking my email daily now. :P

Small edit: Gotten my GW1 account back now and safely linked with my GW2 account. :P I’d like to thank all the GM’s who spent their time assisting me. 13/05/2015.

I’m writing this post on behalf of my previous account Nyah.6901

I had a suspected result of transaction being held by my back from fraud protection, this resulted in a permanent ban/termination of my account. Could you please review the tickets.

ticket #s: 794600 , 800268 , 809615 , 816921 , 820248 , 820248 , 850685 , 792458 , 958546

Thanks in advance

My new ticket #1518058. Old tickets: #1478288 (after issues again, 14 days old) #1459296. From February I fight on my stolen account.
After I get my stolen account from you first time the same account was stole second time two days later to be exact fifth of May around afternoon by the same person who probably report a ticket that you replay very fast and give him my account. I say probably because in fourth of May at about 00:01 PM I get on my email a message about password reset without my knowledge. It seems like support give away instantly me account without accurate check. It strange because I wait so much longer for such replay. First ticket about theft was in February and you gave me my account in May. In thief case it happened right away and after only two day after I get account from first theft. Moreover I gave you plenty information confirming my identity like pictures of me my game with serial code and pictures of my ID card. It is frustrating that I should wait another three months to get my account again. This is too much. I stopped believe in you right now support.

Hi. My Ticket: 1529060. Code 11:1001:8008:188. I can’t login.

i change my password, but same problem. Need help.

Thank u

Popeye.8367:

Hi. My Ticket: 1529060. Code 11:1001:8008:188. I can’t login.

i change my password, but same problem. Need help.

Thank u

Use the Sticky above, rather than this old thread. Good luck.

wow is there really over 380,000 tickets submitted, lol working as intended

#1986288

I opened this ticket about my email change, since a week ago and so far got no response

kyro.5476:

#1986288

I opened this ticket about my email change, since a week ago and so far got no response

This thread has been ‘archived’. Use the Sticky thread above.

Good luck.

Ticket: 1992008

Has been three days, I know you all must be busy, but just wondering the status of mine? Wasn’t rewarded with the two Gifts of Exploration that I should’ve gotten upon 100% world completion for core Tyria.

webtoehobbit.4201:

Ticket: 1992008

Has been three days, I know you all must be busy, but just wondering the status of mine? Wasn’t rewarded with the two Gifts of Exploration that I should’ve gotten upon 100% world completion for core Tyria.

Again, you should use the current Sticky thread (above) for tickets for review.

I sent this ticket for support for more than seven days, however so far got no news, and I continue using my old email

Request #2130408 “change email associated wit…” created

kyro.5476:

I sent this ticket for support for more than seven days, however so far got no news, and I continue using my old email

Request #2130408 “change email associated wit…” created

You need to post in the sticky thread at the top of the forum.

https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-2/

This thread is not really relevant anymore.

ticket # 2357676 sadly i bought all 5 basic node packs with gold to gems 1200 gold for 4000 gems. i expected a long term refund but , at 1 gold im looking at 4 plus years, the game has been out for 4 years and another 4 years is not guaranteed i would like a refund at least the gems back please