Guild Wars 2

What are you stocking the company fridge with? It is having an adverse effect on your support folk’s ability to read and comprehend tickets before they start pushing buttons.

Incident # 120925-003455

Brief review – I received one of your “login attempt from new IP address” emails that your email authentication system sends out. I clicked on the link provided, clicked Deny and received a Failure message. Filed the support ticked on why I was receiving the Failure since I did want to Deny logins from that IP. First response from CS wanted my account name and serial number which I provided. Second response was for me to try authenticating my email adress. Failure #1. How am I receiving a “login attempt from new IP address” message if I haven’t already successfully authenticated my email? I tried again. Third response was notification that CS had changed my password. Failure #2. Nowhere did I indicate I was having login problems or ask for password assistance. They also provided a link to security info dating from when GW1 was a new game. I tried yet again. Last response from CS included the following “Based on the information provided you appear to have access to your Guild Wars 2 account. If you are receiving notifications of attempted access, please do not click any links in those messages and disregard them.”

So is it now official policy that I should ignore email messages from your email authentication system?

I have yet to get an answer to the click on Deny and get a Failure message question which was my original support request.

Thanks for your speedy response. I have to admit that when I typed that, it was my less aggressive tone. If I had typed my first thoughts, we would have been up to our eyeballs in kittens. I know that customer support is a difficult mostly thankless job. Before retiring, I wore many hats at a mid-sized state agency including security admin, network admin and one of the team leads on the help desk. So I do understand the problems in rolling out a new product. Been there. But that experience also made it clear that this ticket had wandered well off the desired path and wasn’t likely to find its way back. If I was a bit too harsh, I apologize.
Hopefully, the team lead can get the ticket back on path, because I am somewhat allergic to kittens.

Followup – They did get the ticket back on path. While I don’t know for certain why I received the fail message, I am posting the support response here since it contains the probable reason and might be of use to anyone else getting a similar message.

The pertinent of the support response:
“In regards to the error message, you received; I learned it is common to receive the error message, if the original message had expired. Most of the times the message will expire due to the amount of time that passes from when it was sent and when action was attempted. Also, outside factors such as an update occurring between when the message was sent and when action was attempted could cause the message to expire early. Even if you never clicked on either option in the message there is no need to worry, the account system will not allow access to the account unless you chose to allow it. If you take no action at all, the system is designed to deny the login attempt.”

Hey, I just wanted to say thanks, this answered a question I was having!

So, Thanks!

To Ribrece if your getting authentication request from strange IPs it means someone has your password. So you may want to look at changing it.