I cant even login to the game..i get message that your account is suspended due to account issue and yesterday i was playing Hot.
You bought the game from Anet official shop?
No..i bought game code from elsewhere..only reason i can think of why my whole account is now suspended..never had problems with other game codes tho for that well known site.Not holding my breath at mo to getting it unsuspended :P
Having the same problem, successfully upgraded the account on 10/22 and got the in-game “Thank you” mail and Maguuma Trailblazer title, woke up on 10/23 and the account was downgraded. I can still login fine but can’t access any of the new content
I cant even login to the game..i get message that your account is suspended due to account issue and yesterday i was playing Hot.
You bought the game from Anet official shop?
No..i bought game code from elsewhere..only reason i can think of why my whole account is now suspended..never had problems with other game codes tho for that well known site.Not holding my breath at mo to getting it unsuspended :P
I assume g2play?
Kinguin.net
I have the same issue.
While it is legal to buy a key from g2play or similiar sites, at least under the law of the European Union following a rouling of the European Court of Justice. There’s always the risk that the keys may be fraudulent.
But I do have to keep in mind that you may live overseas, thus having different laws regarding EULAs.
Also, it ought to be kept in mind that the account may have suspended been for different reasons, which just happened in light of the release of the expansion.
Honestly at this point I don`t care about the game anymore. I don`t think I`m ever going to play any games from them if they choose to treat thier player base like this. I just want an official answer from them to my ticket so I can get my money back from retailer. Because they won`t do anything if I don`t show them proof.
Having the same problem, successfully upgraded the account on 10/22 and got the in-game “Thank you” mail and Maguuma Trailblazer title, woke up on 10/23 and the account was downgraded. I can still login fine but can’t access any of the new content
Honestly at this point I don`t care about the game anymore. I don`t think I`m ever going to play any games from them if they choose to treat thier player base like this. I just want an official answer from them to my ticket so I can get my money back from retailer. Because they won`t do anything if I don`t show them proof.
Keep in mind that expansion just has been released with all sorts of possible minor issues.
Reports and support tickets are flooding in by thousands during the day.
There’s no way that a company can answer to all of them within a short time span. All you can do is wait and hope the issue gets resolved.
Honestly at this point I don`t care about the game anymore. I don`t think I`m ever going to play any games from them if they choose to treat thier player base like this. I just want an official answer from them to my ticket so I can get my money back from retailer. Because they won`t do anything if I don`t show them proof.
Keep in mind that expansion just has been released with all sorts of possible minor issues.
Reports and support tickets are flooding in by thousands during the day.
There’s no way that a company can answer to all of them within a short time span. All you can do is wait and hope the issue gets resolved.
Anets first responce took a hour, asked for the key I used. Now I’m at the 15 hour mark waiting on a reply, I really want to play Thorns.
No respond so far from Anet.
The only response I got was from g2play to say that I did not bought the kinguin (!!) buyer protection, while i did pay for buyer protection!
Anet is not being friendly to it’s loyal costumers by taking it on them instead of taking action to the sites (if illegal) and warning their costumers trough a clearly visible way (in game, news site, mail).
When they key you just bought is accepted, Anet confirms it is VALID. There is no way for the costumer to know he bought an invalid key!
I guess the fact that they are on the verge of bankruptcy is making them do such hasty actions, in spite of their own loyal costumers.
I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.
Further replies regarding this issue may not receive a response.
I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.
Further replies regarding this issue may not receive a response.
I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.
Further replies regarding this issue may not receive a response.
Regardles of that I’ve wanted the answer “Why they have accepted this key as a valid and then deleted it, and what was the reason for deletion but got no answer” That answer would rly help
If someone get asked about where they have bought key please ask for the reason of deleting key from your account
I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.
Further replies regarding this issue may not receive a response.
Did they unlock your original GW2 account? Or are you still suspended on that?
A refund would not help when your original GW2 account had a valid key.
They did accept the code, so they VALIDATED it. They did absolutely nothing to inform you that the key you have bought was illegal. Furthermore buying from a 3th party is LEGAL in Europe.
They were simply not allowed to suspend your account. Only to say that your key was invalid and inform you about why when entering the key on their site.
I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.
Further replies regarding this issue may not receive a response.
Did they unlock your original GW2 account? Or are you still suspended on that?
A refund would not help when your original GW2 account had a valid key.
They did accept the code, so they VALIDATED it. They did absolutely nothing to inform you that the key you have bought was illegal. Furthermore buying from a 3th party is LEGAL in Europe.
They were simply not allowed to suspend your account. Only to say that your key was invalid and inform you about why when entering the key on their site.
Nope, they did not suspend my acc I can play normaly, they just deleted HoT key without any answer why, I have nothing against AN on that I just fell like someone took my cookie and didn’t tell why.
Information why would be helpfull at geting refound from kinguin.
I don’t understand why Anet is taking this on their own costumers and not the companies selling these keys. It is like they don’t like their own community.
When entering the key, they should just have said that it was invalid and give a nice description about why this key was invalid.
Or do they think all of their clients dig into the forums to find out information about these things prior to buying? No, they just google “buy HOT” and take the cheapest!
So i also got the same response ’’I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller" when i asked about it.
Customer service at Kinguin fully refunded me though (had the buyer protection as well luckily). They even gave me a small discount for my next purchase.
So i also got the same response ’’I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller" when i asked about it.
Customer service at Kinguin fully refunded me though (had the buyer protection as well luckily). They even gave me a small discount for my next purchase.
Hope you guys can get the same.
Was your original gw2 account suspended? Many of us have this problem and a refund will not bring back the original gw2 account. I can’t imagine loosing all the progress!
I got a reply from the support about my account not receiving the code for HoT after in game purchase.
“Greetings,
After reviewing your account, we have found that your purchase attempts were declined by your financial institution. When this happens, we are not given a reason of the decline. Please contact the financial institution for information about the refusals. Once you have resolved the issue with your financial institution, try to make your purchase again. You should have no further issue.
I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller. I can only recommend that you request a full refund from them. If they are not willing to assist you, please get help from your financial institution for reclaiming the funds from this unauthorized reseller.
Further replies regarding this issue may not receive a response.
I just conatcted kinguin and got a full refund, i also bought kinguin buyer protection
Still no answer from g2play (=kinguin) here
Use the live chat. They are very quick in there.
Life chat on g2play is sadly always offline.
I got 1 reaction from g2play.net telling me i did not buy the kinguin buyer protection! I did buy the buyer protection on g2play (i did not order on kinguin, but because of this response i think they are all the same company). Because they think i did not pay protection they wont help me, so they wont listen to the ticket trying to tell them i did pay for protection!! How stupid! I have 3 tickets on g2play now, 1 on paypal and 2 (1 for hot, 1 for gw2) at arenanet. None have offered ant solution or refund.
Hey guys, got the same problem.. obviously Anet just dont want to bother, but I wrote to G2play and PayPal and today I saw on my order page on G2play that payment was reversed.. So I can just hope my money come back in some time soon..
Anyway is there anylist from whom I can buy the game? Dont want it from Anet
I have the same problem (got a key from Kinguin, unlocked the expansion just fine, played a bit and then got banned and had upgrade removed from original account).
The latest response from support is the same e-mail as Lastiel, Shaytaan and others got — even though the first reply to my inquiry as for the reason my account is now suspended was a GM telling me my account has been accessed by “unauthorized third party”. I replied to that (following the initial advice in detail; also — I have the sms authorization, no viruses whatsoever, etc, so I don’t really believe I was hacked), and only got the “I’m sorry but we cannot assist with this request as the code in question was purchased from an unauthorized reseller” — with no info on how to get the ban from my 3 years old, vanilla account lifted.
What I cannot understand is — why some people with a fraudulent keys got banned (like me, Wyvern and Shaytaan) and others did not (like Lastiel) — looks like ANet’s response isn’t consistent on the issue :/
First respons they want me to send them ordernumber etc, they didnt even tell me why i was suspended or if i’ll get any help. Ill probably have to help another two days for next reply again. This sucks. Sometimes paying a montly fee is worth it. Atleast they have proper support in those games, you can even call them.
Got a response from them. I will contact the retailer and paypal for the refund.
I hope they lift my suspension at their earliest convinience.
Sorry, this might be a dumb question, but is the response you mentioned coming from ANet? Have they told you they will lift your ban? Or did you mean the website you bought your HoT key from?
I have the same problem. I bought and played HoT on 23/10 and in the morning 24/10 my account was rolled back to vanilla. I have some masteries unlocked and when i try to change something in there my game chrashes.
Edit: I forgot to add that i didnt get any emails or in game messages regarding this, so i dont know if i got banned or its just a server isue.
Since G2Play was not doing anything I went to the site of Kinguin, on the bottom there is a button with Live Support. I filled in the numbers from G2Play and got an instant live connection. That person helped me in seconds. I should expect a refund in 5 days. They got a lot of reports and can not react fast.
So that was some good news.
As for Anet, they should restore the vanilla game. Let’s hope we got some reaction there on Monday.
Problem is that buying a key from their site does not bring the suspended game back (I read). If someone found a way to revive those original accounts, please let it know.
Someone got his one back already.
I must add however that this thread is ‘normally’ only for tickets that are 7 days and older, so I am not sure they will accept everyone posting there.
Since the first announcement of Heart of Thorns, Anet has said to buy it from their site or an authorized retailer. Then all of you guys ignore that and buy it from an “Unauthorized” retailer. How is this Anet’s fault?
G2play or whatever is nothing but a scam site that sells stolen or fraudulent keys
Since the first announcement of Heart of Thorns, Anet has said to buy it from their site or an authorized retailer. Then all of you guys ignore that and buy it from an “Unauthorized” retailer. How is this Anet’s fault?
G2play or whatever is nothing but a scam site that sells stolen or fraudulent keys
How can the average casual player know that the key is fraud if you can actually upgrade your account with the key purchased 3rd party site? The key shouldn’t be accepted in the first place. And the way Arenanet and it’s customer service has handled this is ridiculous. I’m still don’t have any word from customer service or even notice why my account has been downgraded.
I have been away from gw2 more than a year. I haven’t followed any news about gw2 recently. I just knew that expansion is coming and when I saw it was released I went and bought it where it was cheapest.
A little update from me, G2play provided me with full refund. Apparently there was one fraudulent seller there and he was already banned. Don’t bother with offline support and go straight to kinguin live chat, they ll help you immediately.
However, its not so cheerful on anet side, my account is still suspended, and support only provided me with standard “Its not our problem, further replies might not receive a response” like everyone else here.. Now, forget about keys and expansion already, I just want to receive my account back, the one I bought directly from anet in the summer of 2012.
PS: Oh, and don’t worry if you haven’t paid for so called “g2play protection”, its just a money grab, they help you either way.
Since the first announcement of Heart of Thorns, Anet has said to buy it from their site or an authorized retailer. Then all of you guys ignore that and buy it from an “Unauthorized” retailer. How is this Anet’s fault?
G2play or whatever is nothing but a scam site that sells stolen or fraudulent keys
1) Not everyone reads the forums or other channels.
It hasn’t been front page news and was not communicated per e-mail or in-game. So a lot of people simply do not know this.
2) I only learned about a “list” of authorized sellers after the problems, but Anet stated that list is not complete and may change in the future. So you cannot know who these official sellers are.
3) Most companies use re sellers (3th parties) to sell their product in order to reach out to more people. GW2 Core game and GW could be perfectly bought from almost every re seller without problems. This limitation when buying HOT is thereby completely new.
G2play looked like a trustworthy company since
1) The have relatively much more positive then negative reviews.
2) Several acquaintances on Facebook liked this page, thus they had a positive experience with them
3) They have Buyer Protection
4) You can pay using Pay Pal (which also protects transactions)
I am not stupid and I am skilled with computers, and such a site looked ok.
eBay would look riskier, yet it is used by millions of people including smart people.
This said, a lot of people have had problems with the original GW2 store now and in the past.
.