Require a Password Reset

Require a Password Reset

in Account & Technical Support

Posted by: Clank.5908

Clank.5908

Two days ago my friend created and changed his password so it consisted of 64 characters. He then copy and pasted it into his email and saved it, then went to the Guildwars 2 website and changed it. Upon accepting the changes it said that the password has successfully changed. After he changed it he tried to login only to recieve a incorrect password error. He sent in a support ticket 6 days ago looking to retrieve his CD-Key but he later found it and updated the ticket asking for a password reset which has been unanswered for 6 days.

Thinking that he wouldn’t get a response from his first ticket because he no longer needed his CD-Key and instead now required a password reset he created another ticket.

If someone could check out his tickets that would be great.

Ticket 1 involving CD-Key which he then changed asking for a password reset – 120830-015357

Ticket 2 which he submitted just asking for a password reset – 120904-001158

On a side note: Is there a character limit to passwords?

Require a Password Reset

in Account & Technical Support

Posted by: Rain.2681

Rain.2681

I’m curious about what the max character length for passwords is also.

Require a Password Reset

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Next

Clank — can he not reset the password again on his own?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Require a Password Reset

in Account & Technical Support

Posted by: Rain.2681

Rain.2681

GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?

Require a Password Reset

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Posted by: Clank.5908

Clank.5908

What Rain said. I’m pretty sure it’s disabled.

Require a Password Reset

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Posted by: Sheltree.8123

Sheltree.8123

My boyfriend is experiencing nearly the exact same issue here. He changed his password after the announcement went out about hacking and how important it was to have a more complex, and safer password. After he changed it successfully, the new password wouldn’t work nor does his old one.

Require a Password Reset

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Posted by: aqouli.7256

aqouli.7256

My guild leader is having the exact same issue, applying to change his password and finding out that the new one no longer works. These are his ticket numbers; if you kind folks at support can have a look, it’ll be much appreciated!

Kyowai: Ticket 1: 001:000235:24983 (Password change)
Kyowai: Ticket 2: 001:000883:23747 (New password not working)

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Posted by: Sheltree.8123

Sheltree.8123

I don’t know if this will help, but if you need it, this is his ticket number.

[Incident: 120901-002608]?

[—-001:000625:63621—-]

Require a Password Reset

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Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Communications Manager

GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?

If you know the password, you can reset to a new one. You cannot retrieve, it is true. If there’s an issue with resetting (when you know the old password) then please wait for help from the team.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Require a Password Reset

in Account & Technical Support

Posted by: Clank.5908

Clank.5908

GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?

If you know the password, you can reset to a new one. You cannot retrieve, it is true. If there’s an issue with resetting (when you know the old password) then please wait for help from the team.

He doesn’t know his password which is why he is requesting a reset. He can’t reset it himself because the reset function is disabled. He has been waiting for a reply from his support ticket for almost a week now.

Require a Password Reset

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Posted by: Sheltree.8123

Sheltree.8123

Took the words right out of my mouth, Clank.
That is exactly what my boyfriend has been going through for 6 six days now.

Require a Password Reset

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Posted by: Smooth Penguin.5294

Smooth Penguin.5294

Clank, she means to use the OLD one. Not the newer 64 character password. In order to have changed the password, you had to have the old one entered in. It’s possible the system didn’t take the new one, and so the OLD one may still work.

In GW2, Trading Post plays you!

Require a Password Reset

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Posted by: Sheltree.8123

Sheltree.8123

I can’t speak for Clank, but it’s not that my boyfriend doesn’t KNOW the passwords, it’s that the system is telling him neither password is valid. Not to get frustrated, but you think he’s been sitting here for 6 days without having tried both passwords? We can’t do anything because the system isn’t registering either password. We just need the reset password function enabled. That’s all.

Require a Password Reset

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Posted by: Clank.5908

Clank.5908

Exactly what Sheltree said. He has tried both the new, and the old password several times.