Guild Wars 2

Customer andrew roberts via CSS Web 06/09/2012 12:06 PM

serial code.xxxxxxxxxxxxxxxxxxxxxxx

Customer andrew roberts via CSS Web 05/09/2012 07:05 AM

it would also appear that my account has been moved to a different server.

Customer andrew roberts via CSS Web 05/09/2012 06:45 AM

my display name was babylon.1645 when i created the account and now displays as babylon.1647 when i post on the forum.i have not changed this.

Customer andrew roberts via CSS Web 05/09/2012 04:33 AM

i have just tryed to log in after the patch and my account says it has been banned.i have recieved no emails or reason why this would be so.
could someone please enlighten me to the reason?
Reference Number
120905-003680

Status
Updated

Created
05/09/2012 04:33 AM

Updated
06/09/2012 12:06 PM

Product
• Guild Wars 2

Ticket: 120831-004568
still banned after GM told me on 3.9. that i will be unbanned in the next 48 hours…pls unban me

Hi,

I’m posting this for my friend, this ticket is not regarding my account but my friend!

Ticket ID: 120905-002653

The hacker changed the email address that was bound to his account, which was easily done since he was never able to verify it on his own due to your server issues. He got a response after a couple of days with a link to the Account Recovery-page, where he’s greeted by the error message “There’s been an error. Please contact support.” after entering his information.

Being able to change the password doesn’t help him very much since the email-address was changed. Please help him recover his account as there’s now a hacker playing on it. I don’t see how hard it can be to restore the email address that was first used on the account?

Please read the information in the ticket-ID above that he sent you as he didn’t receive a response that was helpful at all.

Regards,
Masun

It’s the 5th day and still nothing. Please follow up.
Info is:

Ticket: 120905-008138
Account Name: arvinmoses.5164
Homeworld: Crystal Desert
Character Name: Tinkerdink

Posting on behalf of my husbands account which he cannot log into due to it being compromised.

His ticket number is 120904-009231
His Account name is mmarsh.8203

When he attempts to log in he recieves the message that his email is no longer associated with his account and the self-help options do not work for him.

We understand the number of requests you are receiving and look forward to being able to play the game together again.

Support Ticket: 120905-009591

I’m posting this on behalf of my friend… he can not access his account. Someone gained access to it and changed his e-mail address; thus he no longer can log in. We know this because in the past week we’ve noticed someone in-game playing on his character, leveling it up through various zones.

He would like to have this expedited if at all possible. Thus far, he has only received a generic reply to his ticket. He updated his ticket several times and provided every little bit of information that was requested.

Speaking of the “generic reply” he received- the link that you gave him to recover his account is of no use. He entered all the required information (CD Key, Character Name, E-Mail Address) but when submitting it says there’s an error to contact customer service. We assume this is most likely because the email address was changed by the hacker.

Could someone please get in touch with him as soon as possible? I feel it a bit crazy it has taken nearly a week with no progress towards resolution. Especially for someone who has set aside a considerable amount of disposable income to put towards the cash shop in the game!

I’m only posting this for a friend since he cannot log-in to the forum since the hacker changed his e-mail/ account name.
Support Ticket: 120905-005432
Display Name: Watery.7603

At 9/5/2012, I got a notification from ArenaNet that someone changed my e-mail address, since then I cannot log in to the game or in the forum.

We have a ticket from 8/26 and 8/28 that we still have had zero response on.

120826-012235
120828-021102

The ticket from 8/28 had significantly more detail, but was, in essence, a duplicate. Today I updated 8/26’s ticket with the detail, and closed the ticket from 8/28 to help streamline the process as previously suggested in the forums.

Essentially, two players – one being myself – used their Tome of Influence from the upgraded prepurchase for our guild. At the time both players were only in one guild and showed as representing our guild. Neither Tome provided any influence increase to the guild. It is also not listed in the guild history. The guild is Tyrian Assault Response Team. [TART] The server is Blackgate.

In the ticket itself are further details including player tags.

I understand you are experiencing a high volume of tickets, but any help, or really any response at all, would be appreciated as I have not received any communication regarding these tickets…one which was submitted 8/26, two weeks ago.

Two weeks without even a form letter regarding a real world money loss…. Please respond with something… I’ve been posting with this issue daily, since the forums went live, in any area that seems relevant.. game bugs, account issues, old/unresolved tickets, etc.. Still – no reply… We’re big fans, but the silence is deafening…

Please.

still banned after GM told me on 3.9. that i will be unbanned in the next 48 hours…pls unban me

Ticketnumber: 120831-004568

Two weeks with no response or resolution.

#120826-009648

im posting here on behalf of my friend that he got his account hacked. his email that he had associated with guild wars 2 got changed to another without his permission. he submitted a ticket on 9/4/12 ticket number 120904-004717 so far he only got a response from a guy named lance and dirrected him to a password recovery sistem. but his problem is not that he forgot his password, its that his email got changed to another one without permission. he cant access the forums or the game. its been more than the 72 hours he was told this could take to resolve. i hope he gets help soon.

Hacked Account from 5th September

120905-004759
120905-008912

Hacked account since 31st august needs to get restored and probably unbanned

120831-008276
120904-005346
120907-003646

My account was hacked and, as odin said above, my email was changed so when i got the email that said to go to the recovery system it simply tells me that my email address does not exist The ticket number is 120905-002769 and 120907-005650 i have been waiting exactly 7 days as of today please get me my character back i want to play your game let me!!!

Still banned, ticket since 31.08.2012
At 03.08, a GM told me, they will unbann me in the next 48h
At 06.08, they apologize for delay and told me i’m unbanned, but nothing happen
Pls unbann me, i’m waiting now for over 250h that my 72h-ban is over
Ticketnr.: 120831-006932

12th day: Still banned (I was Hacked) , no answer at all (apart from some automated replies):
Original ticket:
120828-005968
Newest:
120904-009007
I don’t even know what to post now.

I’m awaiting help since so many days already. I have been banned since 10 days counting now and I should have been unbanned since 7 days now.
All of my mates have been unbanned already and I don’t quite get why I’m not.

120831-007953

Support Tickets
#120905-006021
#120905-006971
#120905-008484
#120907-007363

Hacked 9/4 on my other account and still no correspondence or help aside from auto-response on two of the tickets. Can’t access forums or update/consolidate these tickets because the email was changed.

My brothers account was hacked a week ago. He has been trying everything to get his account back. He filed a ticket with all info needed (even quadruple checking everything) He tried to do the automated account recovery but the hacker changed the email associated with the account so he said that didn’t work for him.

I understand you all are super busy but please restore his account. So frustrating to have a game we’ve anticipated for years and not be able to play together. Thanks and keep up the great job. His ticket number is 120902-017477.

My account has been suspended id like to reactivate it.

Ticket nubmer

120909-006485

[Incident:120909-005376]
Character name: War Boar (server – ring of fire)

My brother was playing when he suddenly got an error.

He tried to log back on and it basically it said his email address did not exist.

Someone logged on his character and changed server. I guess they basically stole all his money/items. He also received this email…

Someone -hopefully you!- has requested to change the email address associated with your Guild Wars account.

Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.

Thanks!

-The ArenaNet Team

Hopefully you can recover this asap.

Much appriciated

120901-025262

Friend of mine can’t access the forums because of a forgotten password and he needs a password reset on his account.

Thanks.

Hi my husbands number is on the 2nd page of this thread and it hasnt been fixed yet its now been 5 days without a response should he file a chargeback or will this be resolved? ticket number 120904-010890

Still waiting.

My wifes account email was changed and we are unable to log into her account anymore.
Account name. Chraba.1963
Tickets:120908-002404
120909-001827

Using my wife’s account – Ticket 120906-004893

E-mail was changed without permission. Posted this days ago in different threads, adding to this one (confusing which threads apply)

Plz advise

Posting this here on behalf of a friend since his account is compromised and he’s unable to log in.

[Display Name: rekohunter.3659]
[Incident: 120908-005311]

“Hacked account. Unable to log in. No response from support.”

Seriously awaiting help here.

Display name Vileeh.6971
Incident: 120906-007690

ticket # 001:000498:51590

Banned for using a bot or third party program. I have NEVER used a third party program in over 13 years of mmo gaming (hihi EQ).

I only run Kasperky (virus scanner) and Ventrilo while playing GW2. I have spent several hundred dollars on this game and was really enjoying this game…until now

I play an engineer (I even bought my son an account that he plays…and now I cannot join him). Please help.

120907-007721 day six now..please someone help me already…

Woot — Over 120 hours waiting for ‘more information’ or what normal humans call-- ANY information.

Go go Arena.net, tomorrow after work we can celebrate a 144 hour NO RESPONSE, INFORMATION, ETA, ETC. ticket!!!!

Posting this for a friend, as his account was hacked and his email address was changed. He can’t use the password change link that was offered him by the person that basically auto-replied to him, because whoever hacked him changed the email address on his account… so he can’t provide that to get his account recovered.

ticket # = 120905-004000
acct name = Magnesus.8734

He needs to be contacted via the email on his support account. He’s been waiting days on this. His character appears to have been moved from Blackgate server to Ring of Fire as well.

Posting for friend:
Ticket #120826-004269 has been unresolved for going on two full weeks now. Got one response asking for account ownership verification, and have not gotten control of the account back, nor heard anything else from support.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m. (will repost periodically as needed)

Ticket: 120905-001452

Say’s I was banned for Selling Gold. It wasn’t me! I think my account was hacked. I did recieve a form letter from Lance. I changed my account password. I’m going to change the email address to something else, but don’t want to until I get my account turned back on. Don’t want to complicate things. What can I do to get my account turned back on soon? I love this game, and it’s killing me not to play it! Please help!

-Atlas

I know we arent suppose to submit more then one but …. 120907-001539,120908-002042,120909-000215.

Randomly kicked from game 5 days ago.
Try to relog and I get perma ban error.
Few days later I get another error when I try to log in…

“We have detected that your account may have been
accessed by an unauthorized individual.
For your security, further access to the account has been suspended
until this matter can be resolved.
To restore access to this account,
please contact Support and one of our reps.
will assist you.”

I am almost positive the only reason
im having this issue is because I logged from a diffrent IP without thinking.
If so it’s pretty funny because I played from that location for
4 days or so before my account was halted.
I also went throught the process of resetting my
password to something more secure and trying
to turn off the email authentication to see if that helped.
The link to the turn off the authentication part for
my account is grayed out and cant be clicked.

Thanks ahead of time for any help.

Hi, my brothers account got hacked 120907 and he is still waiting around to get his account back. I’ve seen his character online on Gandara and he is getting somewhat frustrated. Please if you would just have a look at it.

Tickets: 120908-006294 and 120907-002160

No help since 08/31/2012 Yes that was 10 days ago…

Real-World Money Your account has been permanently terminated.
120901-001243 Closed 08/31/2012
NO RESPONSE in a WEEK so I made a “PRIORITIZED” ticket

120908-001074 Updated 09/07/2012
Its been 3 DAYS NO RESPONSE! Great Customer support.
I really like it when you pay for something and don’t actually get what you paid for. Whats the word for that… Maybe there was small print? Comes with free perma ban?

You expect players to stay positive when you tell them tickets are responded within 3 days… and instruct them to do so in a certain way to speed up the flow. After 10 days and not… Whats the point in even ranting its not like they already have your…

17 days out and no response from support.
#120826-009648

I am posting on behalf of my husband whose account was compromised. His toon is now jumping between servers. I’m surprised you do not lock accounts once a ticket has been sent in until you can find the time to fix it :0
#120906-009181
Thanks

Hi,

Posting on behalf of my brother again, as it has been 3 days since he got his standard response from Anet and than… nothing.
Ticket number 120905-004225

I realise you guys have alot of work and there are probably other issues to resolve besides comprimised accounts. But i can understand the people who are unable to play aswell, since they paid for a game that they’re unable to play.
No matter what you buy, if it’s broken, you have a warranty. If it’s not fixable, you get a refund. In this case, there seem to be a lot of people who don’t even get a mail.

I know there are several ways a player can keep his account as secure as possible – i saw the post made by another player about email accounts, passwords, reason why accounts got suspended – not banned – but on the other hand, i can’t imagine it takes 2 weeks or more to get an account restored.

Btw, ever thought of an authenticator? Heck, i know i’d pay 5€ for it, if that means my account is that much safer.

Anyway, i hope these issues get resolved soon, as it’s annoying for both sides.

Cheers and best of luck
Amshel

ryebird.8013:

Posting on behalf of my husbands account which he cannot log into due to it being compromised.

His ticket number is 120904-009231
His Account name is mmarsh.8203

When he attempts to log in he recieves the message that his email is no longer associated with his account and the self-help options do not work for him.

We understand the number of requests you are receiving and look forward to being able to play the game together again.

This was fixed and I can now login to my account but i get an error 45:6:3:2114 and can’t get into the game, it says to contact support to have the account access restored.
Not sure if this means the account is locked because it was compromised or what.

Still awaiting help.

(Hacked on 5th september, Ticketnumbers in the signature)

Hi,
i have download the game in my holiday in new york city for test my new pc and see the game,but dont have play, i have only block my name character.
now in my home italy this is written:
“your Guild Wars account has been terminated for engaging in or assisting with gold or tiem sales for real-world money, which is a breach of the User Agreement and Rules of Conduct. This action is permanent.”
I dont have change gold or item for money… Is incredible error!!!
I have open ticket 7 days ago but the service not responde me…

is incredble i have buy for this game and I have not been able to play…
i have lost 2-3week and the support dont response me for this simple problem…

I’m losing many weeks of play cause to the very slow service assistance and for a bug or exploit for hacked account …
is incredible to have bought the game many months ago and then not being able to play …
I understand that you are full of ticket but you should prioritize to those who have paid and can not play for reasons not own ….

because of the delay I hope your service hope to be rewarded in game lost all these days ..

Ticket number
120904-000216

Boyfriends account is still hacked. Any new info yet?

120907-004768

Hi Mark Katzback,

Im posting this on behalf of my husband who 2 days ago (September 08, 2012) got hack and got his email and password changed. So we then filed for a ticket which replied to us an automated response on the self help process. We tried this like 10-15 times but kept giving us the same thing, “error contact support”. We replied to the email you guys sent us but until now we havn’t received any emails regarding our ticket. Please help us. thank you.

Ticket: [Incident: 120908-006377]

Posting for a friend.
after much discussions i was finally able to convince my friend to buy a guild wars 2 account. we went and bought from a reputable store in our country and i was able to register my account and serial, he was also able to enter his serial key but on the end of the registration process there wasnt any congratulations or confirmation email sent. so we retried to register again but now after entering the serial key it says that it has already been used. please help us both. thank you.

This is his support ticket.
120910-003774

It’s on the 6th day.
Could someone please look into this ticket for my husband:

Ticket: 120905-008138
Account Name: arvinmoses.5164
Homeworld: Crystal Desert
Character Name: Tinkerdink

day 6 still awaiting any type of response at all.
120904-011013

A friend of mine had his account hacked and he couldn’t log in. He asked me to post this for him.

“When I logged in one time, It told me my IP address is new but I only play GW2 here on my home computer. Then, the next day I couldn’t log in because it said that the password is incorrect. I tried changing my password but it said that the service is not available. I submitted my ticket three days ago and still waiting for a response.”

Display name: Xidek.8934
My ticket number is: 120904-010605

When I logged in one time, It told me my IP address is new but I only play GW2 here on my home computer. Then, the next day I couldn’t log in because it said that the password is incorrect. I tried changing my password but it said that the service is not available. I submitted my ticket three days ago and still waiting for a response.

Display name: Xidek.8934
My ticket number is: 120904-010605