Guild Wars 2

My sister bought this game to play with me a while back. I recently asked her why she never did log back in after playing with me for a few hours one afternoon. . . it turns out after she had more time to play after some business trips away from home. . . she wasn’t able to access her account and STILL doesn’t have access. Its been more than a MONTH of using the customer service tickets and she has pretty much given up.

She barely had time to play the game, (Less than 12 hours total I would say) and did so whilst also trying out Star Wars and Secret World, so she didn’t really know any character names. She didn’t have any serial code because she had deleted the email, but she DOES have copies of her bank record showing she was charged 40 bucks for the game, as well as 10 bucks for some stupid user guide that she didn’t ask for, want, OR need. She bought it during the 40 buck sale before the price drop down to 50 bucks.

Literally EVERY link that has been sent to her. . . hasn’t helped. She paid for the game, was charged for the game, and then got busy with work and moving homes and didn’t have time to play much for a bit. Now that she does have time. . . she is spending it all on trying to get her account back.

Her ticket number is 130728-001752.

Is there ANYTHING anyone here can do to fix this? Is there any hotline customer service that she can call or something to speed up this process and not JUST do back and forth pointless emails? Literally every email that has been sent has provided a link that doesn’t work.

I would like to play with my sister. We live really far apart and dont get to see each other much. I really looked forward to playing this with her and now its looking like I am never going to get to. She is really bitter and says this has pretty much killed Guild Wars 2 for her.

In her words, “They have pretty much stolen my money. I was charged for things I wanted and haven’t been able to use. I was charged for a thing that wasn’t listed ANYWHERE not even in the fine print, and I didn’t want to begin with. . . and over all my experience with Arenanet. . . pretty terrible.” Her JOB is working behind the scenes on the computer with user accounts in her company so she knows there really is no reason for her account to, as she puts it “practically require my DNA to unlock it.”

Please someone help!

To clarify, she lost her account information for logging in during her move.

She was NEVER emailed a serial code. (Or if she was, her email dumped it as spam.)

Over two months of customer support tickets and she still doesn’t have access to the game she paid for.

Right now after she was told to link her GW1 and GW2 accounts. . . logging in with her GW2 information nets her a “account not valid” or “does not exist” message, and trying to log in with her GW1 information tells her that the accounts are not linked. . . even though she went through the process of linking them and had a “success!” page come up for linking.

Please help!

You said in your second post that she never received the serial code or that it was moved to the spam folder, but in your first post you said she deleted the email. I’m not sure which is the case, but she should check the trash folder of her email.

If she ever logged into the forums here AND she happened to save her password in her browser’s settings, she might be able to retrieve it that way.

Unless someone here has had experience with the exact situation you mention in your second post, your sister is likely going to have to resolve this via support ticket updates. ArenaNet doesn’t offer phone or chat support. From what I have read, the norm for ticket resolution is around 1-3 days. I suggest she update her existing ticket and add the results you mentioned in your second post.

AreanNet requires a certain degree of information to ascertain someone is really the account’s owner before trying to help the person fix a password issue. Otherwise people would have a much easier time taking over other people’s accounts. I’m sure neither you nor your sister would want anyone else to be able to contact ArenaNet and claim to be her and take over her account.

edited to change “email” to “chat”. It was late and I was tired.

Actually, Customer Support does offer email support. Some times when ‘permanently banned’, you are unable to create a support account because the email associated with the account is not viable. Contacting support using email works just fine, though.

She says she never got the serial code. I made an assumption in my first post. Upon asking for clarification she says it was never given to her via email. Her trash folder gets emptied automatically, so after two months it’s likely gone if it WAS deleted. However, her Secret World and Star Wars serials are both there. . . so. . . i doubt she would have deleted it on accident. She’s not dumb, she WOULD have saved the serial in her email if she had gotten it.

She has been doing support tickets for over two months now. Every link they have sent her. . . hasn’t helped her. Either the link 404’s and doesn’t exist, or flat out doesn’t resolve her problem.

She has given them the BANK STATEMENT with the last 4 digits of her card showing and it matches the card used to buy the game. That alone should be more than enough proof that she owns the game and should have access to her account.

She never logged into the forums or accessed her account through her browser, and even if she did. . . they have sent her so many links with new passwords and emails that it has probably been overwritten.

Right now its telling her that her account doesn’t even exist. When she linked her accounts, something went wrong.

I meant to say they don’t offer phone or chat support, but it was late and I said phone or email.

I’m guessing she has told them specifically what happens when clicking they links they give her?

Has she tried with a different browser?

I’m not sure how those emails are formatted, but I’ve received emails in the past from other companies that had URLS that were broken by the email program I was using. So when I clicked the email link, I would get an error in the browser. She might want to check that her browser is picking up the entire URL.

And no, I don’t think your sister is stupid. Not at all. But all I or anyone else who doesn’t have access to the tickets can do is ask questions that might hopefully lead to an answer.

She hasn’t had time to respond today but she still does not have access to her account.

Something about authorization or verification.

I wonder if maybe her change in IP is locking her out and she isn’t getting the verification emails. This whole issue DID start after she moved houses.

She says she is going to try looking at it later and responding to the ticket. I am going to make sure I oversee it this time since I am actually in town to do so.