Guild Wars 2

Incident 130901-002357
Hello, my brother has been waiting three days for his account to be reactivated or watever and you still havent gotten back to him. I had problems with my serial code a phew days ago and my account was fixed within 24 hours. So why does my brother have to wait over 3 days, please can you attend to his account asap so that we may play together. Thankyou.

Incident: 130831-002544 [RESOLVED! THANK YOU!!! <3]

I submitted a ticket on Saturday and it hasn’t been resolved yet. They were very good about responding despite the fact it was a holiday weekend, but I haven’t heard anything since Monday.

The last response was from a supervisor to inform me that the Mr. Sparkles code I received on Saturday was used by someone a few days before the anniversary bash. cry of frustration More details and pictures can be found in the ticket. Thanks!

My girlfriend and I, along with a group of friends, pre-ordered and played guild wars 2 at launch. We had to quit playing for a significant amount of time (i think over a year) due to school, work, moving and other real life issues.

Recently we have caught the bug and want to start playing again. I was able to log into my account just fine, but her password did not seem to work.
We put in a support ticket and found out the following information:
During our break, her account was hacked (mine had numerous login attempts from China but they were all denied, i have the emails from those attempts)
Apparently, the hacker used third party software which resulted in a ban of the account. The reply in the support ticket states that Arenanet is confident in its decision and will not view any appeals for this ban.

We have completely reinstalled windows and wiped her hard drive, there is no way, if a keylogger or malware was used, it will still be there on that computer.
We just want to be able to play again, I am already paying for half of the price of the game again to get another friend to play with us. I cannot afford to buy her another copy of the game.

Even if it is a complete account wipe with all characters deleted, she just wants to be able to access the game.

Can somebody please help with this matter?

Reference Ticket Incident Number: 130831-002144

My apologies for posting this in the wrong place the first time.

Dear Someone in Guild Wars 2 Support Team:
Me and my friend’s account were banned four days.
When could you detect our trading records and we usually do dungeon and achievement together?
We are just gold transactions between friends without [REAL MONEY TRANSACTIONS].
Thats only with me(MiiGU.2478) and my firend(lihao.7894) not with anyone else.
just for anyone could rescue two innocent people.

Can somebody please help with this matter?
Reference Ticket Incident Number: 130902-001255

For ticket number 130827-000961, I have received the last message from a support employee on 08/31/2013 12:30 AM. It said they needed more time to investigate. Is still more time needed?

Ticket 130827-000961 has been solved now, thanks a lot!

Ticket: 130830-001244
I haven’t been able to see any message in guild/party/whisper chat for about 3 weeks now.
Web support just told me to submit an in-game ticket, no news since.

I’m helping a friend to post this , since he cannot login to his forum account dued to denied access.

Ticket : [Incident:130905-001340]?

ticket N 130904-001402,please help.

Hi,
my ticket is 4-5 days old.
please help me!

Ticket 130903-002480

Ticket number: 130907-000104

Ticket: 130904-001404

Any update?

130814-002128

resolved I think (got back items that I know I lost, not sure I lost any other items in mail, but got back all items I know I was missing) thank you for the customer support and time spent looking into this unfortunate bugged mail issue!

Posting on behalf of a friend:

[Incident: 130907-000131]

I am posting this on behalf of my brother.
130902-000562 Subject: Restoration C

Hasn’t gotten a response in a couple days, and after about 5 days of having a locked account it is now suspended and it says the action is permanent. He says he kept on getting the same responses/transferred to another team. If you guys can reply to it and unlock his account that would be great!

Thank you.

Hopefully this will get fixed

[Incident: 130906-000669]
[Incident: 130907-001953]

Hi, I posted my incident on 09/01, then I got some responses until 09/04 whenyou told me that my case needed some further investigation.
I didn’t receive any more updates for 6 days now.

[Incident: 130901-002888]

restoration ticket N 130904-001402

Posting for a friend: [Incident: 130907-000297]

09/05/2013 I created a support ticket with reference number 130905-001893. I would be greatful if mr Gray had time to take a closer look at it. There has been 3 different mods replying each day, the first mod seemed to have a solution, but then the other two seemed to not be fully aware of the “finesse” of the case.

I would like to state that my experience with support in the past have always been positive. But due to the resources I’ve put in it would be appreciated with a second opinion by reading through all the messages sent from both parts.

Thank you for your time

Posting on behalf of my wife. Incident: 130907-000374

Ticket was escalated 3 days ago, still haven’t gotten a response.

I’ve been waiting for three days.

I believe I’ve been banned for no reason. I have never modified GW2 files and my account has been terminated because of it. I think it may have been a hacker on my account, but im not sure. I do not use any third party apps except drivers for my mouse and keyboard (no macros) and skype.

I think its ridiculous that I was banned permanently without any notification or prior investigation. I would like for someone to look into the reason why I was banned, I’d really like to know.
130907-002434

Did you miss my ticket? I know the number is VERY close to another one that was posted above.

Ticket: 130904-001404

Incident: 130908-002273

Any updates on this?

Thanks.

Any updates on ticket #130907-000374?

This is my wife’s ticket that’s been open since last Friday. All we know is that it’s been escalated further for review. Trying to be understanding here as I’m sure you’ve got a ton of tickets to go through, but this is totally frustrating to have an account terminated when you know you’ve not broken the rules. I’m sure both our accounts would show this if someone would only look at them.

Hoping to get back into the game soon

ticket #130907-000104

Any updates on this?

incident : 130910-000360. Please help! All the information needed is given in the ticket.

BombaTiny.1879:

incident : 130910-000360. Please help! All the information needed is given in the ticket.

Your ticket is from the 10th, today is the 12th. This means your ticket is not 72 hours old yet. Please use this thread only if you have given support a change to solve it within 72 hours.

Hello

I’m posting here on behalf of my friend who can’t post any message on this forum because of permanent ban.

account name: heliotrop.2379

Incident: 130907-000659

Thank you for your last answer however it was exactly the same answer as I have already had from you which means it doesn’t answer my question.

I fully understand what permanent ban means and what it is for. I’m aware of the user agreement and consequences for exploiting game’s bugs. I do also understand what means game exploit. However I do not understand what I did wrong and what the permanent ban is for. I can’t think of any activity that I did which could lead to getting the ban. I would be very grateful if you could explain me exactly which of my actions caused my account being blocked. This is very important to me as even if I will decide to buy the game again I do not want to unconsciously make the same mistake.

I’m really looking forward to your answer.

ticket:
130904-000132

8 days since last response from anet. the response offered a solution…just waiting for the in-game implementation of said solution.

Ticket: 130904-001404

Okay… Been two days since the last response from support again… They made it sound like they would be done in a moment after I sent the information they requested, not days later. Don’t get me wrong, I appreciate that they are solving this for me, but I don’t see how it takes this long. Ticket is 10 days old tomorrow.

Ticket #: 130907-000104
Please triple check. It’s been 8 days now and I already explained everything that I could. I’m using my brother account to post this since I can’t. My account has over 5000 hours of play time and almost 12000 Achievement Points. There is no way I would take any risk of using any exploit to get my account get banned. Please reconsider before you guys banned one of the most gw2 biggest fan and a hardcore at that.
Over 10 days now, I’m sure u guys have all the evidence that didn’t exploit or violate any rule at this point. Time is precious.

I just got an email on 9/16/2013 from Anet that my account got perm banned from using exploit in game. However they didn’t mention what and when I did wrong. Me & my brother play this game for since the pre released. We even invited some of our best friends to GW2 to play. Each of our account have over 5000 hours of play time, 10000 hours + total. We support GW2 over a year now and we also got wrongly perm banned numerous times like nobody business. Anet did reversed those bans but that’s just too many for them to make the same mistakes so many times. I did read the rules of policy so many times including Macro and I still can’t find what I did wrong to violate any rule. Anet just perm banned me for no reason at all. For me this is UNJUSTIFY banned & I wish they rechecking again to resolve this asap. Everytime we get wrongly banned, we just keep complaining till we get our account back. Maybe I got perm banned this time cause we’re complaining too much?! I was expecting more out of Anet’s Support Team to give players full reason why they got banned or maybe give them a warning not to do this again. Again, please check this again and reconsider to unban my account asap please.

Gaile, it has been ANOTHER 72 hours since you said ticket 130907-000297 was under review and my friend has not recieved any response in over a week.

It appears as though this is not an isolated issue, just from reading this thread tickets 130907-000374, 130907-000104, and 130907-000659 seem to be having the same problem.

Could we please get a proper response on this issue? It appears as if several players have been falsely banned for exploiting. This is not the first time something like this has happened.

Hi !

My friend can’t log in since wednesday, so I’m posting this for him.

Here is the ticket he made on the french support : 130911-001705
And his account : Flibusto.7984

Thanks !

Klas.4863:

Gaile, it has been ANOTHER 72 hours since you said ticket 130907-000297 was under review and my friend has not recieved any response in over a week.

It appears as though this is not an isolated issue, just from reading this thread tickets 130907-000374, 130907-000104, and 130907-000659 seem to be having the same problem.

Could we please get a proper response on this issue? It appears as if several players have been falsely banned for exploiting. This is not the first time something like this has happened.

My hope at this point, is that maybe we’ll hear something by the next update. It’s been over a week since my wife’s escalation with no further response.

I am posting this on behalf of a friend, SilverSparky.1053:
“Hello, can I get a follow up for this ticket 130914-000662? It has been three days since I have sent in the ticket and would like to get a response. Thank you!”

Edit: SilverSparky.1053 says, “Thank you GW2 support staff! The issue has been resolved!”

Friend’s ticket was sent in 4 days ago, any updates on it?
#130912-001114
Freight.8026

Regarding 130911-000317: posting for my brother (jwbaggins.3640). He was unaware extended periods of inactivity would result in a permanent ban. He is a long time GW1 player, has played GW2 since launch and would very much like to get back to playing again. Please provide a status asap, thank you!

Had a claim resolved but I think my Mini Rytlock was bugged. I got it out of my personal banker into my inventory. Clicked on it, and it was standing beside me. Closed out of my personal banker and it was gone. Checked my inventory, not there. Checked back into my personal banker, not there either. What happened?
Claim #130917-000380

Angelonedge.5216:

Had a claim resolved but I think my Mini Rytlock was bugged. I got it out of my personal banker into my inventory. Clicked on it, and it was standing beside me. Closed out of my personal banker and it was gone. Checked my inventory, not there. Checked back into my personal banker, not there either. What happened?
Claim #130917-000380

Did you check the collectibles tab in your bank? Also, this thread is for tickets that have had no response after 72 hours (3 days). According to my dates (it’s Sept. 16th PDT), your ticket was submitted tomorrow. Lol. You need to wait at least 3 days.

I’ve had no support response since the 11th, but I wasn’t sure if I was supposed to respond to the ticket so I made a response on the 13th. They did say that a Senior Member would review my ticket, so that may be increasing the wait time.

Ticket Reference #130903-000476

130904-000132

ticket open for 2 weeks. resolution was promised on 9/5/13. 9 days went by with no GM answer. I posted on this thread once before, a GM replied with a question instead of resolution and now 3 days no response again.

Ticket: 130904-001404

Already posted here several times, been about week since a senior GM posted saying they were taking over the case to ensure a timely closing. I answered them with what they said was the final detail they needed. What is going on? Last response was the 11th.

My friend got his account compromised , he was instructed to make a new support account and that the support team will continue to help him over there.
He entered the number in title and he got a responded that the ticket is being transferred to someone else and he hasn’t got a respond since then.

Could you take a look on these tickets?
first ticket : 130903-000064
second one : 130914-000094

Thanks.

130904-000132

Please resolve. Ticket has been open 15 days. Support agent response offers resolution but does not implement it.

Ticket #130907-000104

I updated with the information necessary to clear my name from the exploit I was accused of abusing. If you double check all the crafting log, TP log and mail log you should see everything is collaborate with each other. I didn’t use any bug and exploit to gain unintended benefits.

Flash.6912:

Ticket #130907-000104

I updated with the information necessary to clear my name from the exploit I was accused of abusing. If you double check all the crafting log, TP log and mail log you should see everything is collaborate with each other. I didn’t use any bug and exploit to gain unintended benefits.

Flash, your ticket is rather, old. Several days here you said you had a final answer from an arenanet official. I am truly sorry, but it seems your case is closed and will not be re-opened. You choose to ask for a review early without giving support a decent change to react and you did that in a matter where you where unfair, rude and a rumour monger. Your are I’m afraid out of options. Please stop taking time from the support so others who actually have a case can be helped. Thanks for your cooperation.

mercury ranique.2170:

Flash.6912:

Ticket #130907-000104

I updated with the information necessary to clear my name from the exploit I was accused of abusing. If you double check all the crafting log, TP log and mail log you should see everything is collaborate with each other. I didn’t use any bug and exploit to gain unintended benefits.

Flash, your ticket is rather, old. Several days here you said you had a final answer from an arenanet official. I am truly sorry, but it seems your case is closed and will not be re-opened. You choose to ask for a review early without giving support a decent change to react and you did that in a matter where you where unfair, rude and a rumour monger. Your are I’m afraid out of options. Please stop taking time from the support so others who actually have a case can be helped. Thanks for your cooperation.

They just responded this evening and reveal why I was banned. I just submitted what I did and it was not an exploit or I gained any unintended benefits from it. They must have made a mistake since I did craft a lot of materials right after the patch went live. The ticket is actually still open.