Guild Wars 2

My husband pre-ordered the game a month or so before official launch and was emailed his game code for his online download. Seeing as we are getting back into GW2 he thinks he accidentally deleted this email from his important documents folder when sorting through things even though i told him to keep everything in it (figures). We were hoping we could get the code emailed back to us like done in this post below:

https://forum-en.gw2archive.eu/forum/support/support/Lost-Serial-Code-3

Can someone help us on figuring this out? We have a ticket open already about it but is this the only thing we can do at this point? It seems pretty hard to contact support right now because it says they are receiving a large amount of tickets.

Ticket #1383043

Your husband will have to wait to hear back from support.

I dont understand why this is taking so long when we filled out a lot of the information including the card information. what happened to this sort of inquiries will take less than 6 hours. I understand they are getting a lot of tickets but it shouldnt be taking this long should it? it kind of feels like they have lost the ticket and my husband doesnt want to mess up his spot in queue.

If the ticket has not been responded to after the auto response email in over 7 days the ticket number can be posted here for review.

https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-7-days-older/

It’s taking a long time because they handle tickets in the order that they were received, not by which ones are easiest to do. They’ve had a couple of deeply discounted sales of the game and judging by how they now ask for 7 days (up from 3 days) before the ticket is considered overdue for a response, there are lots more players and support is swamped.

If it’s been 7 days or longer his ticket number can be posted in that thread.

What exactly does he need the Serial Code for? It is not necessary for anything, save registering the game. Has he never registered?

If he just wants it for the sake of having it on hand, there is no real rush for the CS Team to address this issue.

Good luck.

Inculpatus cedo.9234:

What exactly does he need the Serial Code for? It is not necessary for anything, save registering the game. Has he never registered?

If he just wants it for the sake of having it on hand, there is no real rush for the CS Team to address this issue.

Good luck.

it is required to recover his password and since it was an online download his serial code was in his email which he accidentally trashed and emptied his trash on the browser.

It is not absolutely required. You can get password recovery through the CS Team, as well. And, as sometimes the password recovery page borks out, you may have ended up where you are, anyway.

Make sure you ask for a password reset from the CS Team, rather than just the code.

Good luck.

It has been 7 days and we will be putting our request on the post Trogdor suggested. We appreciate all the help!

I notice you have listed 2 different ticket numbers in your posts. Submitting duplicate tickets only slows down the response to you and loses your place in the queue. It would behoove you to close the duplicate and only update the original.

Good luck.

Guevaria.9318:

Inculpatus cedo.9234:

What exactly does he need the Serial Code for? It is not necessary for anything, save registering the game. Has he never registered?

If he just wants it for the sake of having it on hand, there is no real rush for the CS Team to address this issue.

Good luck.

it is required to recover his password and since it was an online download his serial code was in his email which he accidentally trashed and emptied his trash on the browser.

So the CS Team should give you a serial number that the CS Team needs to give you your password ?

Think about that a little longer.. and you will notice that it doesn’t make any sense at all.

Btw.: has he also deleted is email address or why can’t he recover is password ?
I hope he hasn’t also burned down his house, moved to another country and
changed his name if the CS wants to have his personal data

To answer your question Beldin he has lost his password. In order to do a password recovery (a basic password recovery/reset mind you) it is REQUIRED to provide the full serial code provided to you on your box/email address when you purchased the game. My husband has lost the email (online Pre-Order) that contained his serial code by accident (crap happens).

Now we need to get a password reset in order to restore his account access as well as the serial code in order to prevent further issues that may happen in the future with his password. I hope this clears things up for you seeing as these two things are directly tied to each other in the eyes of Arena Net and their account system.

You need the serial code for this :
https://account.guildwars2.com/password-reset

I never used that here, but at other games, and there i never needed a serial-code
as long as my email address i used was still working.

Make sure you don’t have the link of a phising site, cause they normally are the ones
who ask for codes.

[edit]
i tried the pasword reset, and all i get is the usual link where i can reset my password.
All i need there is my email-address and type in a new password twice.
[/edit]

Beldin as you stated above the link to the Official Guild Wars 2 does require the Serial Code. No where else in the Guild Wars 2 website can you reset your password. I am not sure how you got to the screen you provided but it doesn’t seem to be in our region (United States) but it may have different standards since it is not the same region.

The links i have are not from a phishing site and are directly from the Official Guild Wars 2 Website.

Just to respond to Inculpatus cedo, we have 1 ticket open for the password reset and one open for the Serial Code seeing as they are two separate issues (one is a Purchase Issue & the other is an Account Issue). This post is strictly addressing the Serial Code as stated in the title of the post.

I have listed our ticket # for the Serial Code and a similar ticket with a similar problem that had been resolved long before i posted this on the forums. The similar ticket is in no way my own or my husbands I simply wanted to give a similar situation that was resolved fairly quickly while our situation seems to be dragging out. I appreciate your attention to detail, though!

Guevaria.9318:

I am not sure how you got to the screen you provided but it doesn’t seem to be in our region (United States) but it may have different standards since it is not the same region.

I’m from germany, and the page is translated to german without having another URL
like the forums so i can’t call the US page it seems. Even after setting my location and
language in Windows to USA i still get the german page … very strange.

Well the game is region locked so it makes sense that they could possibly have different standards that vary from region to region.

Guevaria.9318:

Well the game is region locked so it makes sense that they could possibly have different standards that vary from region to region.

Not really .. only China is locked. Else we have 2 different game servers for EU and NA
but everyone can play on any of those servers.

In any case it looks like we still need to wait for the Customer Service team to get back to us but im not sure why it is taking so long. With a high ticket volume usually it takes a few days at max but its been a week now. Hopefully soon!

My husband went ahead and replied to the automated email to update the ticket and make sure he had every little bit of information on the ticket so we can get this resolved right when an agent is assigned. Just getting a little frustrated with the amount of time taken to get to us.

It’s a pity he was unable to find his gw2 password in his browser options, since so many have had this problem of forgotten passwords resolved by looking there.

I hope support gets this fixed for him and he is back in game soon.

Hes has to reinstall windows since hes used Guild Wars 2 last. But, that would have been nice! =)

Ticket is now 9 days old and still no reply. Guess i should get settled in for the 1 month with no reply because that seems to be a common thing on the 7 days or older thread with new people putting tickets up every day with 1 week+. sigh