(edited by Ceridwen.6703)
My account is suspended via HoT purchase
The forum can’t help you, you have to submit a support ticket via the support link on the page and from there the “Submit a request” link in the upper right of that page.
RIP City of Heroes
I know the forum can’t help per se - I’m asking if anyone else has experienced this, and if so, how long it took to be resolved, i.e. I’m asking for the player side of the coin. I already have a ticket open and know the Support team is looking at it.
I will say, I’ve had confirmation from Support that this will take further investigation.
Cant say ive seen this exact problem before, but other people have had problems with billing/credit cards etc, sounds like your bank/card issuer might have thought this was a false buy, and blocked payment, or indeed it could just be the address thing,
Normally when it comes to billing issues etc, support are normally pretty fast that fixing the issues.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Basandra Skye.4031
I know the forum can’t help per se – I’m asking if anyone else has experienced this, and if so, how long it took to be resolved, i.e. I’m asking for the player side of the coin. I already have a ticket open and know the Support team is looking at it.
I will say, I’ve had confirmation from Support that this will take further investigation.
At least they’re looking into it. Mind, there have been other unforeseen edge cases by their own admission as well, so that may be playing a role too.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: penelopehannibal.8947
Blurr out your email address in the picture, or remove the image altogether, as hackers can get hold of your account easier if they know what log on email address to use.
Blurr out your email address in the picture, or remove the image altogether, as hackers can get hold of your account easier if they know what log on email address to use.
Good point! I’ve removed it.
Thanks to everyone else for input!
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Inculpatus cedo.9234
There is another thread about a refund issue. As far as I know, it has yet to be resolved.
Good luck.
My family is in the the boat as you.
After buying HoT for my account, we proceeded to buy for my wife. The transaction was denied, so we switched to my wife’s card and managed to buy, but the day after the account was suspended. We sent in a ticket to support explaining the sequence of events, expecting the account to be handed back to us, since we had done nothing wrong, only used credit cards we own to buy stuff from Anet. A few Days later the following response came in:
“Looking at your account, I see that our payment processor found your purchase attempt met certain criteria indicative of a fraudulent purchase attempt. As a result, our payment processor preemptively refunded the purchase of the serial code and returned the funds to the cardholder. Also as a result, the serial code was disabled and the account was permanently closed. The account will remain closed and is not eligible to be reopened for any reason under any circumstances.”
After this, nothing has happened – the ticket has been thoroughly closed, with no reply to our plea to have a second look at it, and the “tickets for review” thread seems to have been abandoned by Anet – no red post for almost 2 weeks.
There’s at least one more similar situation posted in the tickets for Review thread, so there’s at least 3 accounts that have been closed over this kind of matter.
See https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1/5284243 and the post 2 above that one.
So in conclusion, OP, yes there’s more than you in this situation. We also have no idea how many have not posted here, and how many have no way to post here since they don’t have a second account available.
Guild Leader for Tyria Liberation Council [TLC]
I have an update!: I’ve had another email from support, advising that the payment processor deemed the transaction suspicious, hence the account suspension. Support have reviewed my account, and deemed the purchase absolutely fine, so my account is freed up again (huzzah!). I’ll have to ask my husband to check if the refund money is back in his bank account again, as we have to purchase a new copy of the game for a new serial code (my old one and HoT one will no longer work). Hopefully the purchase will stick this time.
Zohane, I hope you get your situation reassessed. Perhaps a chat with your card provider, and their take on it may be of use? I don’t know how much it would help, but perhaps they can assist with advice or confirmation your card use is acceptable. If so, maybe you can then try opening a new ticket. Good luck with it!
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: penelopehannibal.8947
Good news is good! Welcome back to Tyria!
Good news is good! Welcome back to Tyria!
Cheers! I think it’s important to update with the good stuff as well as the not-so-good! It may give someone else a little hope, too.
Yeah, same thing, I bought my girlfriend the HoT Expansion the same time I did, but the second purchase (which was hers) was refunded and her account was suspended. She sent a ticket to them yesterday, how long does it take for them to fix this issue?
Yeah, same thing, I bought my girlfriend the HoT Expansion the same time I did, but the second purchase (which was hers) was refunded and her account was suspended. She sent a ticket to them yesterday, how long does it take for them to fix this issue?
If your girlfriend does not hear from support after 72 hours a ticket number can be posted for review in the sticky thread located in this forum.
Yeah, same thing, I bought my girlfriend the HoT Expansion the same time I did, but the second purchase (which was hers) was refunded and her account was suspended. She sent a ticket to them yesterday, how long does it take for them to fix this issue?
Timing is likely a case-by-case issue (basis is the 72 hours Trogdor says), but for me, I filed a ticket initially on Monday 20th regarding the refund, before the account was suspended, and received a response later the same day. It didn’t answer my query, so I wrote back to Support for further information, and whilst awaiting a response from that, discovered my account was suspended (21st July). I added another email to my ticket, and received a response the same day advising further investigation was required - less than 24 hours later (still 21st July, technically 22nd July for me in the EU) I got my confirmation of ban reversal, and am just waiting for the refund to reappear in my husband’s bank account before making the purchase again. That can take somewhere between 3-5 business days (so not the weekends, just Mon-Friday, which is standard practice).
Again, it’ll be a case-by-case basis, but it’s good to keep ourselves informed on how our cases proceed. My initial ticket did advise they are quite busy.
(edited by Ceridwen.6703)
My situation is like yours but a bit worse. It didn’t help that I messed up at first:
Current Ticket #: 1664808
On Saturday July 18th, I pre-purchased the expansion. Unfortunately, in my excitement I registered a new account. When I realized my mistake, I contacted support.(ticket# 1655531). On Sunday, July 19th, GM Josh responded and per my request, and cancelled my order.
I then attempted to re-purchase the expansion via the in game client. After three failed attempts, I gave up and purchased the expansion through the Guild Wars 2 website. I purchased the $100 package successfully. I logged into the game, played for a bit and used my new gems to purchase a few items.
On Monday, July 20th, I came home from work to find my account as suspend. I submitted a request for support (# 1660274). GM Maynard responded that he was transferring me to the Payments Department. When asked, GM Maynard would not explain why my account was suspended.
GM Ironborne, whom I assume is from the Payments Department, responded they needed more information. They asked for details I had already provided (which I submitted again). When pressed, GM Ironborne also would not explain why my account was suspended.
On Wednesday, with still no resolution, I sent another message, demanding an explanation.
On Thursday (July 23rd) GM Archersbane responded with the following:
“After manually reviewing your purchase attempts, I see that our payment processor found they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our payment processor and you will be unable to complete your purchase at this time.The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized retailer who has the game available for purchase. You may view a list of our authorized retailers at: https://www.guildwars2.com/en/retailers.”
I checked my C.C. statement and the purchase of the expansion was refunded (both of them). However, I am still locked out of my account (It’s listed as suspended still) and I do not know if/how I can pre-purchase the expansion?!
I got the automated response to my latest ticket and then I got another response that my case was being forwarded…. to the purchase department sigh. I have no idea if/when they will unfreeze my account. After reading some messages on these boards I’m less hopeful. I understand why they don’t have a call center but I really wish they would provide better service in situations like these. I’ll update if I’m able to get my account back. If I do, I plan on using a different credit card, lol.
I hope it gets sorted out for you, Avraham. There’s also the stickied threads for tickets older than 72 hours if your most recent ticket takes a bit of time. If you registered all the way (even a new account by accident?), maybe it’ll take a little extra tweaking to put right. My experience with Anet’s Support is that they work quite quickly, so hopefully you’ll get some more information soon.
Good luck! And let us know back here how it goes.
Unfortunately, it isn’t go well for me. Here is the latest response from customer service:
Hello Andrew,
This Guild Wars 2 game account was permanently closed as a result of a chargeback that was processed by the issuer of the credit or debit card that was used in the transaction where the Guild Wars 2 Serial Code was purchased. The owner of the credit or debit card contacted the issuer stating that the transaction was made without their permission. Upon review, the issuer returned the money to the owner of the credit or debit card resulting in a chargeback.
Our decision to close an account in the event of a chargeback is the result of both regulations set forth by our credit transactions services provider as well as the fees involved with a chargeback that we incur as a result of the chargeback.
The issuer of the card will only process a chargeback if the credit card owner has already attempted to resolve the billing dispute with the company making the transaction without success.
If you wish to access the Guild Wars 2 service in the future, you will be required to purchase a new Guild Wars 2 Serial Code and create a new game account using a new e-mail address.
There is no further assistance we can provide for this issue. Further replies may not receive a response.
…and here is my latest response:
I am the owner of the credit card and I did not contact the issuer stating the transaction was made without my permission.
I did say that if my account wasn’t restored, I would dispute the charge for the expansion. It seems the Payment Department jumped the gun, and refunded the charge themselves. I am more than happy to re-purchase the expansion.
The account you had closed had been open for three years. The amount refunded was for the expansion, HoT, not the original game. You should be able to check this via your system records. “Avrah.8504” has been active for three years.
You also state, “Please be aware that Guild Wars 2 support has no record of any requests for assistance regarding billing issues from either the owner of the credit card or the person who created this game account prior to the credit card dispute.” That is incorrect. See ticket #: 1655531. I saw an earlier e-mail where you merged my latest ticket. I ask that you review this entire case again. I am the owner of the credit card and the person who created the game account.
I should not have to purchase a new serial code for the original game. Access to my original account should be restored. I have two serial codes from the purchase of two GW2 accounts. One for my account, the other for my wife. Normally, I’d provide you with both serial codes as I don’t remember which code relates to my account. Unfortunately, given the experience I’ve received so far, we are hesitant to do so. My wife is afraid you will unjustly lock her account too.
If you no longer want to provide customer service, I understand. I ask that you please forward me to someone else who is willing to help. A manager or supervisor will work. I am willing to discuss this over the phone but I cannot let this go. I will no longer be disrespectful to customer support, but I feel the action against my account is unjustified.
Please respond when possible.
Update I just forwarded my credit card statement to GM Ironborne, as evidence my GW2 HoT expansion purchase was refunded by ArenaNet LLC, not by customer dispute. Cross your fingers the Payment Department isn’t tired of me and are still willing to work this out.
I have an update!: I’ve had another email from support, advising that the payment processor deemed the transaction suspicious, hence the account suspension. Support have reviewed my account, and deemed the purchase absolutely fine, so my account is freed up again (huzzah!). I’ll have to ask my husband to check if the refund money is back in his bank account again, as we have to purchase a new copy of the game for a new serial code (my old one and HoT one will no longer work). Hopefully the purchase will stick this time.
Zohane, I hope you get your situation reassessed. Perhaps a chat with your card provider, and their take on it may be of use? I don’t know how much it would help, but perhaps they can assist with advice or confirmation your card use is acceptable. If so, maybe you can then try opening a new ticket. Good luck with it!
Yay! We got my wife’s account back as well. It seems the tickets for Review thread works after all. Thanks Ceridwen for hoping for me when I had sort of given up myself.
Guild Leader for Tyria Liberation Council [TLC]
Yay! We got my wife’s account back as well. It seems the tickets for Review thread works after all. Thanks Ceridwen for hoping for me when I had sort of given up myself.
You’re welcome! I’m glad to hear it worked out in the end.
I’ll post my issue in that thread too… I just composed and e-mailed a complaint letter to the BBB and various individuals with ArenaNet LLC and NCSoft.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Michael Henninger.7451
My situation is like yours but a bit worse. It didn’t help that I messed up at first:
Current Ticket #: 1664808
On Saturday July 18th, I pre-purchased the expansion. Unfortunately, in my excitement I registered a new account. When I realized my mistake, I contacted support.(ticket# 1655531). On Sunday, July 19th, GM Josh responded and per my request, and cancelled my order.
I then attempted to re-purchase the expansion via the in game client. After three failed attempts, I gave up and purchased the expansion through the Guild Wars 2 website. I purchased the $100 package successfully. I logged into the game, played for a bit and used my new gems to purchase a few items.On Monday, July 20th, I came home from work to find my account as suspend. I submitted a request for support (# 1660274). GM Maynard responded that he was transferring me to the Payments Department. When asked, GM Maynard would not explain why my account was suspended.
GM Ironborne, whom I assume is from the Payments Department, responded they needed more information. They asked for details I had already provided (which I submitted again). When pressed, GM Ironborne also would not explain why my account was suspended.
On Wednesday, with still no resolution, I sent another message, demanding an explanation.
On Thursday (July 23rd) GM Archersbane responded with the following:
“After manually reviewing your purchase attempts, I see that our payment processor found they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our payment processor and you will be unable to complete your purchase at this time.The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized retailer who has the game available for purchase. You may view a list of our authorized retailers at: https://www.guildwars2.com/en/retailers.”
I checked my C.C. statement and the purchase of the expansion was refunded (both of them). However, I am still locked out of my account (It’s listed as suspended still) and I do not know if/how I can pre-purchase the expansion?!
I got the automated response to my latest ticket and then I got another response that my case was being forwarded…. to the purchase department sigh. I have no idea if/when they will unfreeze my account. After reading some messages on these boards I’m less hopeful. I understand why they don’t have a call center but I really wish they would provide better service in situations like these. I’ll update if I’m able to get my account back. If I do, I plan on using a different credit card, lol.
I’m looking at this right now. I think I found an oops; must fix! Hang tight.
Twitter: @ANetCSLead
GM Delicious Intent.5928
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Michael Henninger.7451
So, I started looking into this via a PM from the OP this morning (8am PST). I found their account was terminated errantly and then noticed more people with this issue. It’s gonna take a few to right this but I’m on it.
*Edit: Not the OP that PM’d me. A 3rd case. #whoops
Twitter: @ANetCSLead
GM Delicious Intent.5928
Thank you Michael, I’m available if you need to contact me via telephone or e-mail. Please contact me if you can resolve this. I will need to contact the BBB and tell them this case is resolved.
Thanks for looking into this, Michael! I think it will be appreciated. <3
(edited by Ceridwen.6703)
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Michael Henninger.7451
Unblocked and the policy is being corrected as a write this. Many apologies. =D
Twitter: @ANetCSLead
GM Delicious Intent.5928
I can verify that my account is now unblocked and I am free to play. Thank you again Michael! I had lost all hope.
Great news! WB, Avraham!
I got a suspended account for my troubles of buying HOT and now my HOT won’t load now.
I got a suspended account for my troubles of buying HOT and now my HOT won’t load now.
Contact support for assistance. Link located at the top of the page.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Inculpatus cedo.9234
I got a suspended account for my troubles of buying HOT and now my HOT won’t load now.
Heart of Thorns hasn’t been released yet, so there is no HoT to load. If you mean your regular core game account isn’t loading, or you can not log-in, then a ticket to Tech CS may be in order.
If your suspension is over (or in error), and you can’t load into your regular game account, then a ticket to CS is in order.
Good luck.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Ragner Angel.3690
Hi! My mother actually has a similar situation and has been locked out of the game for nearly 2 weeks now for attempting to purchase HoT on her own credit card, is there any chance it could get looked at?
ticket #1640701: Account closed for using credit card
Hi! My mother actually has a similar situation and has been locked out of the game for nearly 2 weeks now for attempting to purchase HoT on her own credit card, is there any chance it could get looked at?
ticket #1640701: Account closed for using credit card
You might want to try a repost in this thread, if you haven’t already.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Ragner Angel.3690
Yep, posted 13 days ago. And there have been no staff replies in that thread for 18 days so I figured I’d try my luck here.
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Michael Henninger.7451
Yep, posted 13 days ago. And there have been no staff replies in that thread for 18 days so I figured I’d try my luck here.
The account looks compromised. I’d suggest she create a new ticket so that we can help secure the account.
Twitter: @ANetCSLead
GM Delicious Intent.5928
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Ragner Angel.3690
Done, the new ticket is #1672416 thanks for the quick reply
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Speedmeister.2879
To Michael Henninger and the Guild Wars 2 support team
I am Ragner Angel.3690’s mother.
From the bottom of my heart, thank you for returning my game to me……
It has been a 23 day wait, but I am sooooo relief……
THANK YOU again
I have been having an issue that I have noticed you have been helping others with, hoping you could help me. I Was having issues trying to purchase the ultimate edition expansion from the site no matter what card I used, finally after many convo’s with support 3 calls to Paypal and my bank I recieeved a message from support that it was due to arena net blocking the payments and it was fine for me to go ahead and make the purchase they allowed it. Upon purchase of the game and adding the code I found my account to instantly be banned. I’m reading about the countless people exp, this and i’m worried because it took over 10 days for a lot to get their accounts back. If you could help I would be most greatful. thanks for you time.
Edit: also I have done some digging and this isn’t a new issue… how isn’t there a resolution that is better than “If it happens put in a support ticket.” some of us have hundreds if not thousands of dollars tied up into our accounts. This is a pretty serious issue.
(edited by Lupinejack.7804)
My account is suspended via HoT purchase
in Account & Technical Support
Posted by: Inculpatus cedo.9234
I have been having an issue that I have noticed you have been helping others with, hoping you could help me. I Was having issues trying to purchase the ultimate edition expansion from the site no matter what card I used, finally after many convo’s with support 3 calls to Paypal and my bank I recieeved a message from support that it was due to arena net blocking the payments and it was fine for me to go ahead and make the purchase they allowed it. Upon purchase of the game and adding the code I found my account to instantly be banned. I’m reading about the countless people exp, this and i’m worried because it took over 10 days for a lot to get their accounts back. If you could help I would be most greatful. thanks for you time.
Edit: also I have done some digging and this isn’t a new issue… how isn’t there a resolution that is better than “If it happens put in a support ticket.” some of us have hundreds if not thousands of dollars tied up into our accounts. This is a pretty serious issue.
You will have to create a support ticket for assistance, or at the very least, post a ticket number.
Good luck.
I have posted the ticket number in a stickied post. But this post right here is also proof that This “IS” an issue needs attention. just two seconds in any search engine and you can see how common this issue is and that its been happening for some time. I also think that 10 Days is unacceptable response time. 3-5 days is the normal response time when it comes to Financial institutions here in the U.S. The issue is if I dispute the charges they will delete my arena account that I have tons of money invested. But If I don’t and I wait the full 10 days then I will have waited beyond the allotted time to dispute the charges..
Update: still nothing as we roll into day 5.
(edited by Lupinejack.7804)
Any update about this issue?
I’m in the same situation of Avraham.8504 and receive the exact same reply form the service client, bought HoT from gw2 (In game) on Nov 1st and banned on Nov 2nd I lost the service client about this account, my ticket is #1923140. They only asked me about general information and about my connection location in the past 6 months, nothing related with the transaction.
I contacted digital river and they cannot assist me about this problem. I bought gems 2 times and a 2nd account in the same way in the past ( by PayPal) I can’t explain why now it’s not possible.
Who can assist us in that situation ?
How you guys solved this issue ?
I think it is time you posted in this thread: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-2/page/11
Although it says ‘three’, I believe they are allowing seven days to answer lately because Support is so busy.
Good luck. I hope you get it sorted soon.