Guild Wars 2

Sparky Sights.9174:

All well and good, however that doesn’t help the thousands of people who have just bought GW2 for the first time and are unable to send a ticket because they don’t have an account because they can’t make one with out the serial code that is missing form the page and email.

https://help.guildwars2.com/anonymous_requests/new

You don’t need an account to contact support.

https://help.guildwars2.com/anonymous_requests/new

You DO need an account to contact support.

My friend has just been advised that – Request could not be created.

Unbelievable.

I finally convince my friend to get the freakin’ game, he goes ahead and pays for it, receives the confirmation email and all, but no serial code. And no, it’s not in his spam folder, it’s not a unique link with the serial on it, neither will the code show in the blank when he clicks on “register” from the email… and it’s not just him being stupid ‘cause he showed me through that “share screen” thing on Skype. It’s been 4 hours since he made the purchase and we’re both really disappointed. We’ve been looking to play together for quite some time. I can’t believe Anet haven’t even made an official statement why this is happening, these emails with the serial code are supposed to take 15 mins max.

If this keeps up, there’s no way I’m buying the expansion.

We’re in the EU, by the way.

EU, paid via paypal , got email confirmation for the purchase , but no serial code

Healix.5819:

For people that just purchased it, the serial key should be displayed on the page directly after the purchase, where it asks if you want to register it. Clicking register will simply go to the registration page and show the key. If the key was also missing here, they likely ran out of EU keys, their system broke or if the keys originate from NA, the EU network issue could be the cause.

For people that no longer have that option, you have 2 options. It’ll take several more hours before the main team is available where they’ll likely find a problem and resend the emails. If they don’t, it’ll likely take much longer for support to manually deal with your tickets. The other and much quicker option is to contact support with your transaction number and request a refund. You can then purchase the game again, but this time obtain the key from the purchase page.

Healix, whilst we all appreciate you trying to help, the advice you have given in two separate posts is actually not the issue at all, so it may be best to wait for Support to wake up in the US and come and deal with it rather than you jumping in.

As most of us are existing long term players helping friends or relatives through buying a second copy, we are all well aware of how it works, and we are instead using this thread to alert Support to the issue.

Also, advising people to buy another copy, and then request a refund is probably not the best advice you could be offering.

Cheeky Wizard.7496:

https://help.guildwars2.com/anonymous_requests/new

You DO need an account to contact support.

My friend has just been advised that – Request could not be created.

You don’t, we just submitted one and didn’t have to enter any account details.

Well done Palleon

We will have another go and try to submit – could be they are bit inundated with those as well

Bought 10 games all mails without serial code.

Malediktus.9250:

Bought 10 games all mails without serial code.

What’s the difference between regular person and an IT-related? Regular person sticks fingers in the wall outlet, gets a discharge and decides not to repeat it. The IT-related person sticks fingers in the wall outlet, gets a discharge and does it again to make sure it’s a repeatable bug.

Sorry, no offense. We’re in the same boat, I just bought less keys for my friends than you did. Sense of humor is everything that left and allows me to keep my rage under control.

Palleon.1657:

Cheeky Wizard.7496:

https://help.guildwars2.com/anonymous_requests/new

You DO need an account to contact support.

My friend has just been advised that – Request could not be created.

You don’t, we just submitted one and didn’t have to enter any account details.

Tell us how you did it then, cause my friend filled up most of the blanks except for the account info (cause he hasn’t got one yet, no serial), and it gave him an error saying it couldn’t be sent cause the account name couldn’t be blank.

Edit: you can’t just make one up either, it says it’s not valid.

Healix.5819:

For people that just purchased it, the serial key should be displayed on the page directly after the purchase, where it asks if you want to register it. Clicking register will simply go to the registration page and show the key. If the key was also missing here, they likely ran out of EU keys, their system broke or if the keys originate from NA, the EU network issue could be the cause.

For people that no longer have that option, you have 2 options. It’ll take several more hours before the main team is available where they’ll likely find a problem and resend the emails. If they don’t, it’ll likely take much longer for support to manually deal with your tickets. The other and much quicker option is to contact support with your transaction number and request a refund. You can then purchase the game again, but this time obtain the key from the purchase page.

The register link in the purchase page leads to a blank serial code: https://register.guildwars2.com/register?p=

So i’m afraid that can’t be used to help (we all can access it anytime, just check your history for the word “order”).

Cernunnas.4968:

Palleon.1657:

Cheeky Wizard.7496:

https://help.guildwars2.com/anonymous_requests/new

You DO need an account to contact support.

My friend has just been advised that – Request could not be created.

You don’t, we just submitted one and didn’t have to enter any account details.

Tell us how you did it then, cause my friend filled up most of the blanks except for the account info (cause he hasn’t got one yet, no serial), and it gave him an error saying it couldn’t be sent cause the account name couldn’t be blank.

Edit: you can’t just make one up either, it says it’s not valid.

The account info is the email you used:
“Guild Wars 2 E-Mail Address (Account Log-in Name) *
Please enter the e-mail address associated with your Guild Wars 2 account. If you do not know this information, please use the best e-mail address for us to contact you.”

Duuuuh?

Bought 2 accounts and didn’t receive any serial code on the mails.
EU obviously.

ButterOfDeath.2873:

The account info is the email you used:
“Guild Wars 2 E-Mail Address (Account Log-in Name) *
Please enter the e-mail address associated with your Guild Wars 2 account. If you do not know this information, please use the best e-mail address for us to contact you.”

Duuuuh?

Account name is the account name. It even shows as example. Mine would be “Cernunnas.4968”. You only get this after registering.

That “Duuuuh?” was out of place by the way. Let’s try and keep the peace in this forum, shall we?

Hello, I have the same issue.
I bought a copy today for a friend in case he wants to join GW2.

Bought Deluxe yesterday for myself without a problem. Today I bought regular Edition and the serial is missing. I’m also from EU (Netherlands).

Maybe the GW2 sale is such a huge success that they ran out of serials, and will be generated more after the weekend. Don’t worry

- Grampybone

Cheeky Wizard.7496:

If they can’t cope with a few new players today, how are they going to cope with a new expansion release with everyone buying it at the same time ?

Clean answers please

They weren’t expecting this number of sales. If they manage to solve the problems and allow the sale to last a bit longer for those that were unable to purchase to purchase the game they may do in one week more money tham they did since launch.

They just post this on Twitter:

Guild Wars 2 ?@GuildWars2 9 min
We’re aware of the problem with serial codes not arriving via email and are working on it. ~RB2

Cernunnas.4968:

ButterOfDeath.2873:

The account info is the email you used:
“Guild Wars 2 E-Mail Address (Account Log-in Name) *
Please enter the e-mail address associated with your Guild Wars 2 account. If you do not know this information, please use the best e-mail address for us to contact you.”

Duuuuh?

Account name is the account name. It even shows as example. Mine would be “Cernunnas.4968”. You only get this after registering.

That “Duuuuh?” was out of place by the way. Let’s try and keep the peace in this forum, shall we?

Except that by going to this link: https://help.guildwars2.com/anonymous_requests/new and choosing purchase issue you’re asked to provide:

email address
subject
description
specific issue
your name
your account’s email, if not applicable your email to contact you (like the first one)
payment method
name on credit card
billing address
last 4 digits
date of birth
serial code (HA!)
gw2 display name (in your case Cernunnas.4968, if it was your account)
gw original key

I see no problem here, anybody can fill it out without an account.

Got a response for the ticket, hopefully they’ll fix it soon:

“Hello,

Thanks for contacting us regarding your recent purchase of Guild Wars 2.

This is a mass reply being sent out to anyone encountering a problem receiving a serial code after purchasing Guild Wars 2. We’ve identified an issue with our Payment Processor that is affecting serial codes being sent out after orders are submitted.

To avoid possibly being double charged, at this time we would ask that you do not retry your order. We will have an another update for you as soon as possible.

Thanks again for your interest in Guild Wars 2 and we’ll have you in the game as quickly as we can!

Regards,

Tim
Guild Wars 2 Support Team"

You can download game client (http://cloudfront.guildwars2.com/client/Gw2Setup.exe) in the meantime.

Rolf.4173:

You can download game client (http://cloudfront.guildwars2.com/client/Gw2Setup.exe) in the meantime.

Dair Skuhra.8703:

They just post this on Twitter:

Guild Wars 2 ?@GuildWars2 9 min
We’re aware of the problem with serial codes not arriving via email and are working on it. ~RB2

May the Internet’s gods bless you two. Thanks!

Same here, bought an account for my wife and no Serial Code on e-mail. EU and Paypal

Cernunnas.4968:

Rolf.4173:

You can download game client (http://cloudfront.guildwars2.com/client/Gw2Setup.exe) in the meantime.

Dair Skuhra.8703:

They just post this on Twitter:

Guild Wars 2 ?@GuildWars2 9 min
We’re aware of the problem with serial codes not arriving via email and are working on it. ~RB2

May the Internet’s gods bless you two. Thanks!

If for whatever reason that link stops working, try this one instead: http://s3.amazonaws.com/gw2cdn/client/branches/Gw2Setup.exe

Okay fellow-sufferers, support woke up and my ticket has been updated (seems like a mass-reply for all who submitted related tickets). It is an issue with payment processor (orly) and “we will have an another update for you as soon as possible”. Gives hope.

Shader.4910:

Okay fellow-sufferers, support woke up and my ticket has been updated (seems like a mass-reply for all who submitted related tickets). It is an issue with payment processor (orly) and “we will have an another update for you as soon as possible”. Gives hope.

Meanwhile i didn’t even receive the mass reply…this is sad.

Don’t worry ButterOfDeath.2873, my friend hasn’t received an update since they were able to submit a ticket. So hopefully this will be resolved sooner rather than later.

Hopefully Anet throw in a few goodies for the delay

New Uptdate:

Guild Wars 2 ?@GuildWars2 7 min
For those of you waiting for an update on #GW2 serial codes: The teams working on it are getting it sorted quickly. We’ll keep updating.~RB2

GW2 staff mail me about this problem… wait for update… -_- !

i bought an account 7 hours ago and i had that missing serial code problem. still don’t have my serial code but i bought 3 more accounts for my friends 5minutes ago and they all got serial codes probably they fixed it and they will send our codes. (all bought in same computer and yeah EU)

I’m not going to buy another account for my friend because the original purchase is now nearly 9 hours ago and the day is almost done here and still no serial code. Seriously, for those who have had to wait there should be a few extras thrown in when they eventually get their codes.

Still waiting indeed.. This is a little disappointing since some other friends are holding off to buy the game. I hope Anet extends this sale…

yeah you are right but i guess now shop is smooth cause 3 of them had their serial codes now my one more friend wants to buy for him i’m going to buy 4. and i’ll give you guys informations after got 4. account ^^

Still no reply. Hope Anet can fix this soon

Me again after i said that “i’ll by 4. account for my friend” another friend wanted it too so i get the 5. account without any problem so like i said probably after now, your shopping will be smooth

Here it is guys New Update :
Good news! If you purchased ?#?GuildWars2? and didn’t receive your serial code, we’ve got the problem sorted out and you will now!
Important!: This is not an instantaneous process, but the system IS distributing the delayed codes. If yours hasn’t arrived yet, wait a short bit and check back.
You do not need to do anything else to receive your serial code. ~RB2

https://www.facebook.com/GuildWars2/posts/10152769802049209

Can we get refund ?

Thanks Gaile for the work you guys put into this on a Sunday! Will the sale perhaps be extended by some time for the ppl that hesitated the buy the game while the bug was in place?

#Gail Gray, do you have any information about the PaySafe Card problem? There are lots of us that bought pay safe card codes, but are unable to use them to buy the game. some of my friends are waiting hoping they didn’t waste money for the pay safe card code.

I can confirm its working, my code was just sent through.

got mine 5 min ago. so they fixing it

Dear Gaile Gray,

Many thanks and gratefully appreciate your time and attention with this matter.

Kind regards,

Cheeky Wizard

Thank you for your response, and for being in touch with us. As a long time gamer i trully appreciate this!

Hi, OP here – still not had any codes come through, or any reply to my support ticket.

Its been almost 12 hours now since the purchase was made…

Thanks Gaile Gray for the anwser!. Do you know if it will be fixed before the discount period ends? My gfis really depressed that she can´t buy it. She is trying all day. We hope they fix it soon

They send my code. i hope you guys get yours soon

My friend also made a purchase with iDEAL (Dutch way of payment), he hasn’t received any mail at all so far. He does have screenshots of his successful payment.

Bought several hours ago still no code, shame as I want to level during double xp.