Guild Wars 2

Evening, first off i want to say i love this game, however…the past week i have been trying to put in a ticket for an in game issue and even doing that is a chore for some reason. I couldn’t use my GW2 account info so i was informed to make a Support account, which i did. (Also i must mention, i really just want a phone number, it would be so much easier). So after i made the account and couldn’t find a number i put a ticket in lettign you know i hadn’t recieved my digital deluxe items yet. Once i did that i got an automatic response (cool, system is working, or so i thought).

Next day i checked my e-mail to see if i had a reply, nothing. So i went to my support account to check there (also i must say, that captia you use for security sucks, i can’t see half of them nor the audio ones as just as good, how does that help anything but keep me out of my accout, and must it use it each time i click on anything!) So as i tried to log in and enter the captia, it says my account info was wrong or its disabled. I clicked the link in the e-mail and it gets me in right away and i see my tickets.

Then the next day i get a response tellign me to make a new ticket and close the first one, so i go to log in again, info is wrong, might be disabled. tried the link, it gets me in but im not “logged in” so as i try to make a new ticket i have to log in and info is wrong.

There is a tab in the support saying having support login issues, click here, i do so it can reset my password. The next day i use the new password, nothing works..im getting annoyed and really frustrated. I then go to log into my game, it now says my password is wrong, i try the new one for the support site, it gets me into my game. YOU CHANGED MY GAME PASSWORD WHEN I NEEDED MY SUPPORT ONE!! So i changed that back and still can’t address my original concern. So with that, please remove the captia, or clean it up a bit. Put a phone number on the site so i can avoid this BS support account creating locking whatever..and please just help me. Im not asking much. I just want what i paid for and the support issue is killing me and pulling me away from the game when i could be playing instead of writing this.

Thanks for your time, again game rocks, but i just want my stuff please. I might try to make a new support profile, but i put my phone number there so you can call me or unlock it or something. Have a great weekend!

First off, your game account (what you use to login and play) is not the same as your support account.

If I recall correctly, when you make a support account, they ask you for an email and also ask you to make a user name. This user name is what you use to log in to your support account, not the email you entered. If you try to log in with the email you signed up with, you’ll get that message saying your info is incorrect or your account is disabled.

Second, the “Login Issues” button on the support site is for Login issues with the launcher, not the support site. So unfortunately, using that you reset your GW2 game password.

Finally, from what I can tell, your support password should still be the same password you used before you tried to change it (and ended up changing your game password). Your support log in name is whatever you set it to when you originally made your account. Hopefully you remember what that is.

As for a phone line, support is currently swamped. They’re getting thousands of support requests each day. Can you imagine having to put thousands of people on-hold and deal with them sequentially? I’m fairly certain that would just make the support situation worse.

Razgriz.7319:

If I recall correctly, when you make a support account, they ask you for an email and also ask you to make a user name. This user name is what you use to log in to your support account, not the email you entered.

Login to support is an E-MAIL not a username! Just wanted to mention that.

hiccups.3790:

Login to support is an E-MAIL not a username! Just wanted to mention that.

Mine is not an email, it’s the User Name that I set while creating my support account.

There are two fields, one is User name and the other is Email. Perhaps if you put your email for both fields you can use your email to log in. But they are two different things. What ever you put in the User name field is what you use to log in.

When you go to the support page, its specifically tells me, login account name, then in parenthesis it says, is usually your e-mail..which i made my account like a week ago and it was set up for my e-mail. trust me, i’ve done just my user name and just my e-mail i get same issue. Thanks for trying though

If you are having trouble accessing your support account then go to:
http://en.support.guildwars2.com/app/utils/account_assistance

This refers to assistance with your support account not your game account.
Provided that you have access to the E-Mail given when creating the support account, you can request your username (which is only your EMail if that is what you entered when you created your support account) and then, once you have recovered the username, you can reset the support password too.

There is no phone number but there is a live chat option available for part of the day.

What Blitz suggested should help get your support account back.