Guild Wars 2

Hello.

i had a problem with our router today and had to change our router. When i installed the new one my wife tried to log into her account and got a message that she has to enter an SMS that was sent to her phone. (she does not have a cellphone)

When i tried to log in, i got the same thing only the house phone rang a second later and a voice gave me a number to type in, which worked fine.

Now when i go to the login on the launcher and try to log into my wifes account, it is no longer asking me for the verification number, but rather telling me that the connection failed as soon as i hit log on.

I tried resetting the password but it tells me that the information provided is invalid.

I submitted a ticket and at the bottom it still has our home phone number listed for the sms verification number (home landline not a cellphone) which worked for mine, but its telling me that the login and password are invalid like the account is not even there anymore.

Her user email address is ____________ and her id in game is Autopsie.6159

She has both the standard and HOT expansion.

Can someone please let me know how to fix this asap!

If i goto “forgot password” below the login and try to recover the password that way, it asks me for the email. I type in the email and this is what i get.

We were unable to reset your password using the information provided. Please check your information and try again. If you’re having trouble, please visit our support site for help.

Try againReturn to login

Someone…. Anyone?

I called the number you have listed for arena net support, but it just refers me back to the guild wars 2 page and how to submit a ticket

First, you need to remove the personal log-in information as posting it is a security risk.

Second, you need only wait for the CS Team to respond to your request. They are the only ones that can help you (or your wife) with access.

Good luck.

ok i removed the email but i want to leave her char id up so they know which account i am talking about.. since that is visible in game i dont think should be that much of a risk.

Your wife may need to submit a ticket to get the issues with her account sorted out. She can reference your ticket # so that support is aware of the issue. And once she gets a ticket # you can update your ticket with it.

Since the issues may be related but support will only talk to account holders.

Thanks for contacting us! Your request (2236906:SMS authentication?) has been received That is the reply she got in an email after submitting a ticket..

How long do things like this take? shes really mad atm lol

i know your not supposed to file a second ticket.. but i did and made sure that i had all the information correct. The more i thought about it i think had the CC names mixed up.. i used hers for mine and mine for hers when i signed up as an added precaution.. couldn’t remember.

(2236982:SMS authentication number not arriving by phone) has been received,

OK.. please disregard this post.. My son called a few minutes ago wanting to know why he had gotten 30 texts from arenanet.. it seems i signed up with my old cellphone.. the one that i gave him a few months ago. So everything is fine.. shes able to log in.. =)

You (and your wife) need to update all your tickets to say ‘We no longer need assistance’, so the tickets can be closed.

Good luck.