Guild Wars 2

Hey Gaile, I was one of the people who had a second account created when we tried to apply the serial code. My ticket subject line isn’t too helpful because I made it before guidelines on how to were out. I also can’t close the ‘priority’ ticket I made when that was the suggestion because it apparently lost its subject line. Anyway, I really appreciate all the work I’ve seen you and others doing on these forums, and hope to hear from someone!
Ticket # 120902-013802

My friend can’t login the forums to post. So i’m posting for him.

120907-000361

Submited August 6th.

Loyheta.7294 and Loyheta.5638 latter was hacked but former should have the key… main ticket in signature.

My first ticket was from 08/31/2012 which I closed. 120901-001243

Another ticket is from 09/02/2012 which I JUST opened again but I believe I missed the 5day+ email. 120903-002485

My most current ticket is 09/07/2012 Which is not old enough to receive the email. 120908-001074

Nobody has responded on any tickets.
Could you send an email or direct me in the right path?

https://forum-en.gw2archive.eu/forum/support/account/Multiple-Tickets-Don-t-do-it

Next time read the stick posts.

I am well aware. Its been reopened for today just in case I get sent a “5 day email”.

My brothers account was hacked and I find it really funny that GW2 is not taking the responsibility to say that there web site was the one hacked! Rather instead they say that it was a fan site. First off the email my brother used for GW2 is his private school email in which he did not use for any fan site! Number two- now when he tryed to log in it states email doesn’t exists any more(meaning all his account info was changed). People pay $80 for this game and now can’t even play it. At this point people I believe GW2 team screwed up so bad that they even don’t know what to do. So this may well take a very long time for them to resolve or needless to say pretend that it never happened and blame the account holders.

Account name: Ionix.9054
Ticket number: 120909-001423

120831-017533 Steve just asked me why i was banned i responded he never responded
120906-009476 lance told me to reset pw and i did and still banned never responded back to me
Account is now terminated?
i did nothing wrong please help gaile

I’m only posting this on behalf of my friend, he cannot log-in to the forum since the hacker changed his e-mail/ account name.
Support Ticket: 120907-004987
Display Name: Tuttut.6012
Character Name: Tuttut
At 9/6/2012, he got a notification from ArenaNet that someone changed his e-mail address, so he cannot log in to the game or to the forum.

I’ve been waiting 4 days to get my account resolved, I was hacked and all my gear was sold and gold mailed somewhere else. I was lucky enough that I was able to log back on and change my password so that the offenders were not able to do anything else to my account. Problem I have is they are asking for my serial number and I’ve deleted the email with it. Whats it take to get an account restored? I’ll be honest I’m starting to lose interest in playing. I did get an email today that was updated but it was no help at all.

120907-005112

120826-004778
My ticket which although I’m sure it isn’t high on anyone’s list to be fixed, has been sitting open since 8/26 without even an email notification saying the ticket was received. Unlike many unfortunate souls here, I can log into my account but since the items I paid for are not working/replaced, I am unable to play as I paid for. Any information on this would be greatly appreciated.

I am posting for my brother. His account has been hacked and email has been changed. His first ticket was posted on Sept. 5th. Then on Sept. 7th he reprioritized his ticket to a “hacked account ticket”. He has not received a response since Sept. 7th. His reference number is: 120907-007801 and his display name is: Capnloc.6278
Please address this as soon as possible, My two brothers and I bought three copies to play with each other and cannot do so till this problem is solved. I await your (hopefully) timely response. Thank you for your time.

Gaile, ticket #120826-004269 did not get “resolved” as you claim. It was simply deleted. What happened with it?

Can staff confirm if they have seen this post?

Been over a week and still no proper response that my ticket is being worked on, just mass emails requesting information already given.

I accidently created a new account instead of putting the retail code onto my prepurchase account.

#120902-005108

Hacked account, still waiting: 120907-003718

Account hacked and terminated for gold selling. I’ve changed the password and received one email on 09/05/12 from Support asking me a series of security questions, which I answered the same day. Nothing since then. No emails yet today, but I will update if I get one.

Also, I can’t check or update my ticket status. The Support login says my account has been disabled.

My account was hacked 12 days ago and I still haven’t had it restored. Lost my account on 8/30, got an unhelpful response on 9/1, had the ticket escalated on 9/5, and haven’t heard anything since then.

Edit: I forgot to mention that I haven’t received one of the e-mails for issues outstanding for more than 5 days. I’ve checked spam/junk etc. and I haven’t gotten anything.

Same here , email addy changed by hacker

user: vaz.8716
ticket: 120910-005752

Incident/ticket# 120903-004443

Hello Anet,

Unfortunately thus far, my support experience with you guys have been ridiculously poor. I have filed a Support Ticket on 9/3 regarding Missing Gems. I have since received two automated replies pertaining to other bugs (absolutely none of my interest) and to respond if my bug is specifically not listed. I have replied twice providing any and all information that would help resolve this ticket. All that I ask is to get a proper response regarding my missing Gems.

Long story short: Bought 2x 800 gems, bought 2 inventory bag expansions for 400 gems each and a account bank expansion for 600 gems. Missing 200 gems.

1600 gems – 800 gems – 600 gems = 200 gems should be left, but are missing.

Here is my order history:

Order number: 27815033
Order date: 8/25/2012

800
Subtotal: $10.00

Order number: 28077874
Order date: 8/28/2012

800
Subtotal: $10.00

Please get this resolved ASAP. Until this issue is resolved, I am simply too scared to make another Gem Purchase with this screw up. Thank you for your time.

PS. I have since bought more gems via gold today (9/10). Still, please look into the above issue.
PS#2. I would like to add in that for some reason, this ticket is now closed with absolutely no resolution. Planning on yet reopening the ticket for a third time…

Hello, I have had my ticket up for a while now and have not received a e-mail from you, so here I am asking for assistance, thank you in advance.

Stahngun.4123 | 120831-020257 | 08/31/2012

I have my have my hacked account back, but now my account is blocked because, somebody else tried to log in.
I updated my ticket on the 09.06.12 but still no answer.

Ticket: 120902-006631

Hello GW2 Admins

For whatever reason on 1/5/2012 at 2:30 am my buddy lost access to his entire account.

His ticket number is 120905-002930

It has been five days and the poor guy didn’t even have the game for long before his account was frozen. There has not even been as much as an email letting him know why his account has been locked and if or when he will get it back. This whole situation has been extremely disappointing as our whole group of friends was very exited to move from WoW to GW2. Now one of our friends has been left behind in the leveling process and another has decided to apply for a refund and play MoP instead due to this nonsense. This problem is clearly the most i irritating to those whose accounts are directly effected but this is also sapping the enthusiasm out of our entire group. Please at least let him know when he can expect to play again so our group can make an informed decision on whether continuing to play this game is going to be worth our time. MoP is around the corner and at least with blizzard you know that your account is protected and the time you invest is not in vein.

Thanks…

Hey there,

Shortly after release I realised that my GW2 account was wrongly linked to my ancient GW1 account, to which I have no access. This is, presumably, because they share the same e-mail – my common go-to e-mail for several years. I never even had a choice in the matter.

So I put in a ticket, with all the details of my GW1 account and GW2 account and what-not, about… Two weeks back now. Since then I’ve had sporadic replies telling me nothing helpful, asking for the same information, and telling me my problem is solved.

It is not. Ticket number is 120825-006192.

Please help! I’d like to use my HoM!

Hacked Account – E-mail Changed

Ticket # 120906-004893

5 days+ no e-mail

(posted thru wife’s account)

Been waiting for around 10 days now.
Ticket number is 120902-005051

hacked [Incident: 120905-008710]

Seventh day and account restored WOhoo!!!! (gold all taken ) but aleast had my account back keep your chin up guys they will get to you soon.

Hall Of Monument GW1 linking/reward issue .

Ticket 120825-037612, opened on 8/24, last updated by Arena Net on 8/30.

Please help

Here are my Ticket Numbers yet Again, how many times do I have to repost or resubmit them, to get an answer?
Its now been over two weeks so your forgive me for being just a littlekitten at the lack of support given thus far.

120828-017417 Updated 08/28/2012

120826-000505 Duplicate 08/25/2012

I put my trust in Anet and this game, by paying upfront for a CE boxset, we where promised a 3 day head start, but what we got was a 2 week plus set-back.

Anet has failed to deliver on what was promised so it is only fair that something is offered in recompense.

Hello.

My Support ticket 120826-014175 has been unresolved for 16 days now.

It is regarding my Guild Wars 2 account that is not linked to anything though it still states that it is linked to some phantom Guild Wars account, thus preventing me from getting my Hall of Monuments rewards.

I realize my issue is not the top priority but I wish I would not have to wait over a month to get my ticket resolved. I have received two automated messages telling me to contact customer support, and one automated message asking me for more information regarding my accounts. I have provided every detail possible for speedy resolving.

I realize the incredible amount of traffic the customer support is currently receiving but still I do not think customers should wait over 2 weeks to get a human reply to their support ticket, specially when the issue could be resolved within minutes if there was just someone to do it.

I had to give all sorts of information through support so that they could link my gw1 and gw2 accounts manually but now I revieved a mail that they closed the support topic because they “probably” fixed the issue through a game update.

Wel it didn’t change anything (120830-010966). I’v created my question almost 2 weeks ago.

Im posting this for a friend who is unable to access his account due to hacking. Please allow him to play this great game ASAP, he has been waiting along time for any response what so ever from arena net. This is his ticket id is: [Incident: 120906-011275] —> Please help him get back to his leveling!

Hi,

I Logged in for a friend, he cant play since 02.09.2012 – can u check his ticket. His Problem: Account got Hacked and email change, so iam posting for him.

Ticked ID: 120902-006642
Ingame : yZzjeeh.7620

Hope u can help him soon.

Hello there,
I am currently sending this message VIA my friend’s account seeing as mine is currently locked. I was wondering if I could get an update of some sort or any sort of response. I opened my ticket now coming up on 5 days now and I have submitted all sorts of data required as well as trying the account recovery section as directed by a post but to no avail. I was just wondering if someone could please for the love of god help me out?
No matter now many times I post back through my support account I have yet to receive anything noteworthy…
My incident number is [Incident: 120907-001998]?
Thank you for the (potential) help.

After waiting patiently for weeks for my problem to be solved i woke up this morning to find my ticket closed without any further notice.

120830-012793

I want to rage in a lot of diferent ways rigth now but i dont have the strength to do so anymore….

Hello

Im posting on behalf of Piquin.3976 ,
he is a friend of mine and on the 6th of sept. he found out that his account had been hacked. at first only his items were gone(collections and bank) but then they somehow changed his password and his email. the only email he received from GW2 is that his email had been changed without any confirmation link or anything.
he has submitted 2 tickets about this, the first when he found out about his items and the second when he could not log in anymore.

#120906-005539
#120909-005371

after he submitted his tickets he received an email saying all the stuff you can find in the FAQ and help sections, nothing else. its been a while now and since he cant log in to post this im doing it for him. he would really like to be able to play again and i hope there is a solution to all this.

Piquin.3976
original email: r_c_gielen@hotmail.com

I had a ticket originally opened on 8/28, instead of resolving my problem they closed the ticket…

#120828-016512

Hello , my friend’s account has been hacked and the hacker changed his email address. It is the 6th day already and he have not retrieved his account. Please help him retrieve his account asap ! thank you in advance !

Shin.6509
Ticket number:[#120906-006853]
his original email : jeremy_me94@hotmail.com

GaileGray.9587:

This thread is intended for you to use to follow up on posts that have not been resolved in five days or more.

Please allow the team time to resolve issues before posting here, so don’t submit a ticket and post, but rather follow-up if the ticket needs a review after it’s been in the queues for five days.

Ticket: 120904-002200

8 days and counting.

So you guys fixed me being banned for no reason but immediatly after that I was still unable to login because it showed a new error message saying “We Have detected that your account may have been accessed by unauthorized individual. For you security, further access to the account has been suspended until this matter can be resolved. To restore access to this account, please contact our Support and one of our representative will assist you”

I’ve been trying to contact you guys for awhile just to get my account reactivated. I log on each night after work to check if I can finally play just to see other people who posted there issues get fixed within 24 hours.

Because I was unsure if the tickets should be joined since the first one was resolved but turned into something else I made two tickets

Ticket# 120909-003016 and 120907-003211

Hello Gaile
my friend is still waiting… you said you gave the ticket to the german support team but there is still no help. Its the 12 Day!!! I can understand that its a hard time for the support team at the moment but 12 days? Thats a joke! Please help him now…

Ticket: 120830-016564

16 Days and counting

We have tickets from 8/26 and 8/28 that we still have had zero response from support on. No email, no form letter, no “we’re working on it” acknowledgement, nothing.

120826-012235
120828-021102

The ticket from 8/28 had significantly more detail, but was, in essence, a duplicate. About 4 days ago I updated 8/26’s ticket with the detail, and closed the ticket from 8/28 to help streamline the process as previously suggested regarding other issues in the forums.

Essentially, two players in our guild – one being myself, the leader of the guild – used their Tome of Influence from the upgraded prepurchase.. At the time both players were only in one guild and showed as representing our guild. Neither Tome provided any influence increase to the guild. It is also not listed in the guild history. Though both player received the animation suggesting it worked, and the Tome was removed from our inventories. The guild is Tyrian Assault Response Team. [TART] The server is Blackgate.

In the ticket itself are further details including player tags.

I understand you are experiencing a high volume of tickets, but any help, or really any response at all, would be appreciated as I have not received any communication regarding these tickets…one which was submitted 8/26, now 16 days ago.

Over two weeks without even a form letter regarding a real world money issue….

Please respond with something… I’ve been posting with this issue daily in the forums for about 6 days in any area that seems relevant.. game bugs, account issues, old/unresolved tickets, etc.. I check my email daily. Guildwars2 is on my list of approved senders, but I still check my spam folder just in case. I check my support account daily, just in case they update the ticket directly. I check our guild influence throughout the day, every day, to see if the problem has been resolved.

However– the only response I’ve gotten, in the forum (thank you Gaile) – is that I should have already gotten a response…. Yes…. I agree.

Please.

Hello,

My ticket is 120904-004486. I’ve changed my pw and email I hope this helps.

Thanks!

Using a friends account to post this:

Can not access my account or game because of email change.

Weaver.4873

120909-000150

Posted my hubbys ticket 9/6 for a hacked account. I’ve watched the hacker has bounce him between 4+ servers now. I tried mailing the hacker and he has blocked me. I’d really like to be able to play with my hubby again as this game is my mental downtime for reasons I won’t discuss. But it isn’t as enjoyable not having someone to play with………Myself and I’m sure thousands of others are patiently awaiting a response and fix but the lack of CS certainly puts a damper on your game >.< Here is his ticket number #120906-009181. Thank you.

Not sure if my account was comprimised, but had not played GW1 in quite some time, well over a year for sure.
Attempted to merge GW2 to my GW1 for the goodies and nothing happened. Installed and tried to login to my GW1 account and I get Error 045 and that it has been blocked for an account issue.
I left in good standing and haven’t been on GW1 in quite a while.
2 tickets submitted:
- [Incident: 120906-006039]?
- [Incident: 120906-006195]
Thank you.

Its been 5 days since my husband has been able to log into the game, website or forums. He submitted a ticket Friday morning and realized saturday morning the did not submit the ticket correctly and resubmitted a new one. He closed the other one so he wouldn’t have multilple tickets. He has had no response at all. Has no idea if hes been hacked or banned or what has happned. He is very upset now and trying to figure out a way to talk to you guys directly. This would go alot faster if you provided phone support. His ticket number is 120908-004401. Please take a look at it.

I’m posting for my friend bFlat.xxxx who I will let type for himself from here -

Hello, my original problem started on 9/7 and I have been trying all the “solutions” offered to me and updating my support question as needed. The ticket number is #120907-003858. I realize it’s been 4 days, but I will be leaving town tonight/tomorrow and just hoping it’s fixed in the morning. Thanks for your hard work

Posting for a friend whose account got hacked (address got changed on Sept. 3rd).

• Initial ticket: 120903-004131 (closed that one, since it had a misleading subject)
• Current ticket: 120907-005484 (provided all the needed info; including confirmation e-mails from ArenaNet of pre-order and registration)

Thanks.