Guild Wars 2

Hi there,

I’ve been playing GW2 since the open beta events, and recently have taken a multi-month break from the game. I had mobile authentication enabled, however I no longer have access to the original mobile authentication app / codes used to enable it. I submitted my account email, as well as the pre-purchase product key given by ArenaNet. I’m not sure what else is needed to prove my identity, and Support has stated they cannot help me. I’m afraid asking to change the code after my break looks suspicious. I’m fine with not changing it immediately, but I’m worried if the client asks for the code in the near future I will be locked out forever.

Thanks for any help.

Edit: Support Ticket 295359:Mobile Authentication Problem, I’m locked out of changing the code due to a new phone

You saying that support can’t help you?? So I guess you filed a support ticket. I would recommend posting the support ticket-number here.

I’m not really sure why support can’t help you and suspectthat the support liason has the same question. She doesn’t always react in the weekend, so if I am right it would help here alot to have the ticketnumber when she reads this

Thanks for the reply. The support agent replied that after researching the provided information, they would not be able to help with the account.

Have you tried the automatic password reset page?

That will also disabled two factor authorization.

Kalian,
Often (and just speculating while we wait for the support liason to see this, cause she will have much more details then me) this kind of reply from support happens when the provided information is not enough to verify ownership of the account. In situations like this it is often needed you to proof you are the rightfull owner of an account (hackers are trying to steal accounts a lot). The primary way to do so is by giving them your productkey. This was given you by your retailer (often in the box) or by arenanet by email when you bought the game. If someone gifted you an unused account he/she should have gifted you the productkey (it is not allowed to play with an account originally made by someone else).

do not post your product key here

Off course it can happen that you lost your productkey. In that case support will ask you a lot of questions, the exact questions prolly change from time to time, but I have seen it once and it was a lot. After filling in those questions as good as you can support will evaluate. If ownership can not be proven they often sent you this kind of reply.

(hope I’m making sense so far and you recognise this :P )

If this is what is happening to you, you can always review your original questions and update the ticket with better answers. Even when a question seems unimportant to you, it can be vital for the agent to make the needed verification. You can also update the ticket asking what else can be needed to proof you are the valid owner of the account.

If by any change you are not the valid owner of the account it gets more difficult. The valid owner is the person who used the productkey to register the account. If someone else did that and at some point you started using the account you are not the owner and the person who did register it is in violation of the terms of service he/she agreed with. It is however not the end of the road. It really depends on how big the violation is. There is a big difference between someone who played for 3 months, then sold the account to you, or someone who wanted to give you the account, didnt read the rules, created the account for you and gave the login details to you without ever using the account themself.

If you are not the valid owner of the account (the person who used the product key to create an account) I advise you to play it open with support and explain the situation. You can do so here in the open or by updating the support ticket. I know for sure that they do their best to help you. The rule isnt there to punish people who didnt read it properly, but to prevent account ownership issues (I have seen examples of two brothers sharing the account, they got into a fight and both tried to gain exclusive ownership of the account and lock the other out).

Hope this info helps you with support and to solve this. Good luck!

Thank you both for the replies. I did provide the product key initially, and for whatever reason the initial tech did not use it. The ticket was escalated and a GM did in fact solve the issue.

Kalian.5386:

Thank you both for the replies. I did provide the product key initially, and for whatever reason the initial tech did not use it. The ticket was escalated and a GM did in fact solve the issue.

I love happy endings