Guild Wars 2

I know Support is busy and all, and that there are lots of tickets flying around everywhere… but 10 days after I submitted a ticket asking for help getting into my extra GW1 account with 0 response whatsoever I’m starting to wonder just exactly how bad the backlog really is.

Since I’m not meant to be adding new tickets and such, I was hoping a little forum birdie might see this post and give me an idea of when I can expect a response- any sign of life at all- from Support.

Pretty please?

I’ve been waiting 46 days, have fun.

GW1 support team is quite small.

GW2 issues takes much higher priority.

Be aware, there were ~100,000 tickets last month. You can read the Dev posts about GW1 support in the Sticky, ‘GW2 Tickets for Review’ above.

Good luck.

Supposedly they were all caught up and all tickets would be answered today by 6 PM EST, if you went by the time window he gave in the thread, but I have yet to here a peep.

MCBGamer.9214:

Supposedly they were all caught up and all tickets would be answered today by 6 PM EST, if you went by the time window he gave in the thread, but I have yet to here a peep.

Michael Henninger.7451:

Hi everyone! Gameplan:

All login tickets should be done by this time tomorrow. Password resets, email changes, and authentication removal should all be looked at in 6 hours or less UNLESS you don’t provide enough information to prove ownership of the account (fill out your ticket forms thoroughly!).

Gameplay issues such as deleted items, missing skins, missed rewards are taking the full 72 hour SLA to respond to.

Appeals are also taking longer than normal but we’re getting to them. Again, give us as much info as you can to prove ownership to speed this up.

Guild Wars tickets will soon be handled with GW2 tickets – this will remove the issue of you guys having to wait weeks for help. Note: This will still only apply to game access as we do not support gameplay or bug issues for Guild Wars anymore.

If you read what he said, only certain tickets would be handled by that time frame, if certain criteria was met. If you didn’t put enough information in to prove ownership, then it’s quite possible that’s why you didn’t hear back in time. Also if you weren’t a login issue, password resets, email changes, or authentication removal, it was outside of the time you listed.

Ellieanna.5027:

MCBGamer.9214:

Supposedly they were all caught up and all tickets would be answered today by 6 PM EST, if you went by the time window he gave in the thread, but I have yet to here a peep.

Michael Henninger.7451:

Hi everyone! Gameplan:

All login tickets should be done by this time tomorrow. Password resets, email changes, and authentication removal should all be looked at in 6 hours or less UNLESS you don’t provide enough information to prove ownership of the account (fill out your ticket forms thoroughly!).

Gameplay issues such as deleted items, missing skins, missed rewards are taking the full 72 hour SLA to respond to.

Appeals are also taking longer than normal but we’re getting to them. Again, give us as much info as you can to prove ownership to speed this up.

Guild Wars tickets will soon be handled with GW2 tickets – this will remove the issue of you guys having to wait weeks for help. Note: This will still only apply to game access as we do not support gameplay or bug issues for Guild Wars anymore.

If you read what he said, only certain tickets would be handled by that time frame, if certain criteria was met. If you didn’t put enough information in to prove ownership, then it’s quite possible that’s why you didn’t hear back in time. Also if you weren’t a login issue, password resets, email changes, or authentication removal, it was outside of the time you listed.

Login issue, personal details, and game code provided. Don’t think I missed any fields, so I’m not sure what’s keeping them. Surely if I do need to provide more info, they could just ask me instead of not bother?

Michael posted that Guild Wars One issues would soon be handled. I think you may be confusing GW1 support with GW2 support. The ‘6 hour’ and ‘today/tomorrow’ timeline was for GW2 support issues.

But, on the bright side, GW1 issues (well, access and exploits) will soon no longer take weeks and weeks to be resolved. =)

Good luck.

I was answering the person I quoted since they didn’t give any details to what their ticket was for. Yours is a GW1 issue, and isn’t part of the timeframe like IC said.

Ellieanna.5027:

I was answering the person I quoted since they didn’t give any details to what their ticket was for. Yours is a GW1 issue, and isn’t part of the timeframe like IC said.

Wasn’t entirely obvious to me, what with a few people quoting things, but thanks anyway.

Just leaves the question of when I CAN expect to be helped and how long the queue for GW1 issues is.