Guild Wars 2

[Incident: 121113-003712]
Gaile,
It’s been yet another 3 days since I last posted with no further update via email, and I haven’t seen my incident number in your report update. It looks like you are working hard, but I’d like to think customer support could at least provide updates on all the outstanding tickets, or at least where our individual incidents are within the queue. I’ve been patient, and doing my best to work within the system that should never have banned me in the first place. I’d like to have some indication the system is working before my patience ends.

My timeline so far:
Nov 8 – Played GW2 without issue
Nov 9 – Falsely banned for “real money” account sales on attempt to login.
Nov 9 – Ticket submitted requesting to restore my account, and a second ticket correcting an error in the email address for my game of the original ticket.
Nov 12 – Posted to this forum requesting help
Nov 12 – Response from support that my account was restored
Nov 12 – Attempted to login to the game which failed for same original reason
Nov 13 – Submitted a new ticket [Incident: 121113-003712] with attachment of previous ticket communications
Nov 13 – Received request from support for 25 digit game key
Nov 13 – Provided two game keys as I couldn’t tell which one was mine, and which one was my wife’s since I had pre-purchased both of them.
Nov 13 – Informed by support my ticket had been “escalated”.
Nov 15 – Posted to this forum again, and obviously still waiting…………………
Nov 18 – Posted to this forum again. Still get same ban notice when I attempt to login.

My friend ask me to post this couz he don´t have any access anymore on forum for more than 4 days and he are banned from game for more than a week.

by karrak.3597

Hi Gaile.
My ticket 121109-002852 was update on forum at 11/10 and I don´t go give up.
I sent all credit card and paypal statement to support proving my payment. I don´t use any illegal payment form and I can´t stole my own credit card and my own paypal account. I talked with paypal and they give the payment to NCSOFT. Theres some problem here… why they will ban me after 2 months playing this game and come to me and say that was a fraudulent one. Thats a offense to me. So please, check my case. Im becoming mad with this situation and not my fault. Im losing all events, new itens, new all… Im a NCSoft client for more than 3 years and never had any problem.
My ticket number again.

121109-002852

Thank you and Good Job.
By karrak.3597

Hi, i have created a ticket on the 11/16/2012 i would like an update asap to discuss further please.

my ticket number is

121116-001629

Hi,
I have a ticket submitted on 11/14/2012 regarding account suspension for “account issue”. The game was purchased from guildwars2.com and only played about 2hours in total.
Still waiting on a reply.

Ticket #
121115-000565

121108-001042

Please help, been waiting for about a week.

Thanks in advance.

121118-004435 Unresolved 11/18/2012

This is my second ticket, its not 3 days old but my first one is 8 days old which was closed without giving me an answer about my account status, Banned for selling gold like i said when i wasn’t active nor did i give authorization to anyone to access my account to do so.

Access logs need to be checked to show proof that it wasn’t me who had logged in and sold gold in game.

Fix this , because of the lack of security, i now miss out on a weeks worth of gaming as well as the new expansion.

Ticket id : 121026-003005
Well a nother 3 day have passed so far at day 24.
I will keep my self to the rule only post here after 3 days each time for “hope”, but ………….. nvm i dont type here what i whanted couse a moderator whoud delete the post .

I put in a ticket last week in reguards to my account. I submitted all information that was asked of me and still have not recieved my serial key. If someone could get back to me I would greatly appreciate it.

Thank you!
Naiya Lation

I still have not been able to access my account. I have attached below the contact that I have had with support so far. If someone could help me with this I would greatly appreciate it!

Thank you!
Naiya Lation

EDIT: TO REMOVE PERSONAL INFORMATION

I am posting in response to my father who had his ticket opened on the 14th. He has had no update in response to ticket:
121115-000386

He is still receiving an error Code 45:6:3:2114.

Can you provide an update on the ticket please.

5 days old ticket : 121114-002734
Applied new code to released account but still remaining as suspended.

My ticket has more than 4 days with no response, I sent all the information necessary to update the ticket. Every time I enter the forum and e-mail to see if my problem was solved. I enjoy the game but i’m getting disappointed to keep playing.

This is my ticket and this is my last attempt. 121116-000437

121028-001758

Aaaand another 3 days without any signs. Sorry for troubeling you Gaile. Its day 22 now. Whootwhoot. Anniversary soon.

Hi there,

Ticket number: 121114-000360
Created last week: Nov 13, 2012
Last replied to on Nov 13 or 14 night asking for my serial code and was then forwarded to payment review team.

Have not heard since from them on status etc.

Thank you for your help.

Hello Gaile Gray,
i guess, presumably i realised what is the actual problem going on with my Suspended account… after talking with credit-card company, we see that even though credit-card account is completely allowing Arenanet/NCsoft to take the money of the digitally-bought game , it doesn’t look like You draw any money on credit card account, no bill is visible at the moment… so, because Arenanet/NCsoft didn’t get the money for some reason (?), i couldn’t continue playing all of a sudden…
Because i got a macbook pro, i didn’t just want to buy the GW as box from a store but i bought it, or at least i tried to buy it digitally as fast as i can, so, i can start download the mac version immediately…
I cannot cancel it as well, to buy it immediately new one, because it looks like some time Arenanet/NCsoft will take the money and i will continue… so if we can solve this problem somehow? i hope my research helps, and leads You somewhere that it might help me to play as soon as possible…
thanks in advance
Druydo.2354
Alican
Ticket: 121113-003557

Hi Gaile
My friend’s (Tirth.8295, ticket no 121112-001682) account has been blocked first time on 12.11.2012, because of boting. After support checked his ticket and find out that it was a mistake his account access was given back on next day. On 14.11.2012 he got banned again, this time message shown – third party program. Now there is no doubt that is a mistake. I know him for many years and I can asure you that he is not a cheater, and if something trigered alarm that pointed him, then it must have been something else. Moreover, I know him as a honest player and valuable guild/clan mate. I’d like to ask you to take a closer look and review his case, he explained all in his ticket.
Thank you in advance.
Piega

Druydo.2354:

Hello Gaile Gray,
i guess, presumably i realised what is the actual problem going on with my Suspended account… after talking with credit-card company, we see that even though credit-card account is completely allowing Arenanet/NCsoft to take the money of the digitally-bought game , it doesn’t look like You draw any money on credit card account, no bill is visible at the moment… so, because Arenanet/NCsoft didn’t get the money for some reason (?), i couldn’t continue playing all of a sudden…
Because i got a macbook pro, i didn’t just want to buy the GW as box from a store but i bought it, or at least i tried to buy it digitally as fast as i can, so, i can start download the mac version immediately…
I cannot cancel it as well, to buy it immediately new one, because it looks like some time Arenanet/NCsoft will take the money and i will continue… so if we can solve this problem somehow? i hope my research helps, and leads You somewhere that it might help me to play as soon as possible…
thanks in advance
Druydo.2354
Alican
Ticket: 121113-003557

You’ll have to buy a new game code in order to play any further. However you can continue using the mac client you downloaded. but you MUST buy the game code from an official retailer other than ArenaNet themselfs because they’re in 100% denial that this is a problem on their side and they’ll tell you to purchase another game-code from their website which results in the exact same situation that you have now as it has a 100% occurance rate. They even claimed fraudulent buyers after accepting money in some cases. So invest the money at a retailer not directly at ArenaNet. After you have a new code, Make a support ticket and state your new code and explain that you want to re-enable your account with using the new code instead of the ‘fraudulent’ old one.

Igopewpew.8692:

After you have a new code, Make a support ticket and state your new code and explain that you want to re-enable your account with using the new code instead of the ‘fraudulent’ old one.

Does this work; have you done this successfully?

Igopewpew.8692:

Druydo.2354:

Hello Gaile Gray,
i guess, presumably i realised what is the actual problem going on with my Suspended account… after talking with credit-card company, we see that even though credit-card account is completely allowing Arenanet/NCsoft to take the money of the digitally-bought game , it doesn’t look like You draw any money on credit card account, no bill is visible at the moment… so, because Arenanet/NCsoft didn’t get the money for some reason (?), i couldn’t continue playing all of a sudden…
Because i got a macbook pro, i didn’t just want to buy the GW as box from a store but i bought it, or at least i tried to buy it digitally as fast as i can, so, i can start download the mac version immediately…
I cannot cancel it as well, to buy it immediately new one, because it looks like some time Arenanet/NCsoft will take the money and i will continue… so if we can solve this problem somehow? i hope my research helps, and leads You somewhere that it might help me to play as soon as possible…
thanks in advance
Druydo.2354
Alican
Ticket: 121113-003557

You’ll have to buy a new game code in order to play any further. However you can continue using the mac client you downloaded. but you MUST buy the game code from an official retailer other than ArenaNet themselfs because they’re in 100% denial that this is a problem on their side and they’ll tell you to purchase another game-code from their website which results in the exact same situation that you have now as it has a 100% occurance rate. They even claimed fraudulent buyers after accepting money in some cases. So invest the money at a retailer not directly at ArenaNet. After you have a new code, Make a support ticket and state your new code and explain that you want to re-enable your account with using the new code instead of the ‘fraudulent’ old one.

but they didn’t reply any of my support update tickets to give me a hope that this will be solved in near future or what is the actual problem… so how can i be sure that they wont charge me in the future from my account while i buy my new account, because my bank says that money is open-to-get any moment from ArenaNet/Ncsoft… and Credit-card cannot cancel the payment until ArenaNet/Ncsoft get the payment then it cancels.. its weird…
at the end, if they would somehow promise me or tell me or assure me or guarantee that they wont charge me then i am ready to buy the box, immediately to connect the accounts… but that feels like it will take ages again the get an answer from support team for re-enabling or connect… because i already updated 3 times my ticket since 14th november and they didn’t answer anything….
maybe i should just still wait for the answer from support ticket? they weren’t working in the weekend maybe and now they will revise the ticket… i know you said %100 but when its not official doesn’t feel %100… : )
but thanks for at least somehow giving me a new idea to think about…

Waiting 8 days for answer. Ticket: 121109-001805

Druydo.2354:

Igopewpew.8692:

Druydo.2354:

Hello Gaile Gray,
i guess, presumably i realised what is the actual problem going on with my Suspended account… after talking with credit-card company, we see that even though credit-card account is completely allowing Arenanet/NCsoft to take the money of the digitally-bought game , it doesn’t look like You draw any money on credit card account, no bill is visible at the moment… so, because Arenanet/NCsoft didn’t get the money for some reason (?), i couldn’t continue playing all of a sudden…
Because i got a macbook pro, i didn’t just want to buy the GW as box from a store but i bought it, or at least i tried to buy it digitally as fast as i can, so, i can start download the mac version immediately…
I cannot cancel it as well, to buy it immediately new one, because it looks like some time Arenanet/NCsoft will take the money and i will continue… so if we can solve this problem somehow? i hope my research helps, and leads You somewhere that it might help me to play as soon as possible…
thanks in advance
Druydo.2354
Alican
Ticket: 121113-003557

You’ll have to buy a new game code in order to play any further. However you can continue using the mac client you downloaded. but you MUST buy the game code from an official retailer other than ArenaNet themselfs because they’re in 100% denial that this is a problem on their side and they’ll tell you to purchase another game-code from their website which results in the exact same situation that you have now as it has a 100% occurance rate. They even claimed fraudulent buyers after accepting money in some cases. So invest the money at a retailer not directly at ArenaNet. After you have a new code, Make a support ticket and state your new code and explain that you want to re-enable your account with using the new code instead of the ‘fraudulent’ old one.

but they didn’t reply any of my support update tickets to give me a hope that this will be solved in near future or what is the actual problem… so how can i be sure that they wont charge me in the future from my account while i buy my new account, because my bank says that money is open-to-get any moment from ArenaNet/Ncsoft… and Credit-card cannot cancel the payment until ArenaNet/Ncsoft get the payment then it cancels.. its weird…
at the end, if they would somehow promise me or tell me or assure me or guarantee that they wont charge me then i am ready to buy the box, immediately to connect the accounts… but that feels like it will take ages again the get an answer from support team for re-enabling or connect… because i already updated 3 times my ticket since 14th november and they didn’t answer anything….
maybe i should just still wait for the answer from support ticket? they weren’t working in the weekend maybe and now they will revise the ticket… i know you said %100 but when its not official doesn’t feel %100… : )
but thanks for at least somehow giving me a new idea to think about…

Waiting for support will take a while. I’ve been banned for nearly 2 weeks now with the same issue as you have. In your case however the payment will go overdue because Anet is not accepting it and your money will be returned. In my case however Anet took my money and banned me afterwards for making a “fraudulent” purchase of their very own website. I’ve been giving them countless of opportunities to solve this issue or to refund my money but they do not answer to that. Instead they blocked the credit card it was bought with and told me to buy a new game if I still wanted to play. This while my purchase date was given, my creditcard info was given, my confirmation email was given, my ordernumber was given and my bank confirmation that they took the money as well. Yet they still claim it was “fraudulent” and have not returned my money ever since.

The 100% occurence was goaling at buying a key from their website as it has (had) a 100% chance for you to be flagged as fraudulent. Hence why you shouldn’t buy off their website as it has some major bugs which they are denying. Yet they can’t explain the sudden hundred’s of people “fraudulently” purchasing the game.

In all seriousness. If you have not played the game much yet and are currently banned. File a chargeback and buy a new physical copy of the game at a retailer and create a new account with the new code. It will be much faster and it will guarantee you your money back in the first place. While trusting support obviously doesn’t.

BearArms.1654:

Igopewpew.8692:

After you have a new code, Make a support ticket and state your new code and explain that you want to re-enable your account with using the new code instead of the ‘fraudulent’ old one.

Does this work; have you done this successfully?

Have not done it myself but this is what support tells players to do. This is only if you’re lucky enough that Anet “releases” your account after the gigantic mistake they made. But in most cases they wont admit their mistake and force you to start over.

Hey Gaile
Incident: 121115-000034
Thank you!

121030-001705
My account was terminated permanently for the act or assistance of selling in game stuff for real money.
Its 21days.I have only 60+G in the game bank.Check it.
I hurt my leg 1month ago and need to stay at home for the next 3months.I have more than 9hour everyday to play this game at this time.When people are sleeping in US CA,it is daytime in Singapore, Malaysia, South Korea and China.So I am not botting.Just gathering something for my LG weapone.
I dont really want to have to buy the game again, that would suck, and make my mother mad .
I do not know if this will help but I figure it cannot hurt.If VPN/VPS is this big of a problem then I will just stop using it.
I have been a loyal customer and played guild wars for 2 years with no indicents before changing to guild wars 2. Please help me!

Nearing the mark of 2 weeks banned. Still no solution or refund made. Ticket : 121108-002427 Will you guys really force me to do a chargeback?

Hi Gaile
Just saw ur thread above.
looks like u working so hard. thx for ur effort no matter how this will end up.
alright, let’s make it short and precise.

I got two tickets up now.
both are not on ur list above.
both are more than 3days old.
ticket no. and status are following :
121113-003456 (waitting)
121118-001769 (Updated)
waitting for even?
I thought I’v closed older ticket but when I just checked it a min ago, it turned into
‘(waitting)’ with no another response. just reporting.
But my account login is in wrong forum. So I had to use a friend’s account login. It is very bad

121026-003005 Requesting another review
I gladly allow you 24 hour to get progress but please tell this nother review wong go take 25 days again thank you.

Hi
account suspended [Incident: 121116-001561]
pls. help

HI,
My friend account suspended “INCIDENT” [121117-000545]
He have provided all the info and your support team reply "Unfortunately we have not been able to verify ownership of the account. I’m unable to assist you with accessing this account at this time. "

Hello Gaile Gray,
My ticket :121113-003557

So last week i was in the list of “under review” and this week “Sent to team for review”… it seems like it went 1 step back rather then progressing… or am i not getting/understanding what is really happening ?

why the updates about my issue is only happening here but they( The Support Team) are not sending personal messages via CSS Web?

at the end:

My payment is open for ArenaNet/Ncsoft to take (withdraw) a total payment sum of -$79.99 (GW2Deluxe Edition)

If you do not resolve it in this easy way, then please flag it under ‘fraudulent account release’, please cancel the active transaction, so that I can purchase a retail copy, to receive a new code. (Like/thanks to Igopewpew.8692 explained)

IF I purchase a new guild wars 2 retail copy, I would like to combine that with this current one. I hope this is a possibility, since I want to keep my in-game character, account name, email.

Hope to hear from you soon with a clear definite answer,

Concerned costumer

121109-001805 Fraudulent code. Please contact your seller to get a refund.
I know that my code was fraudulent and I got refund already but my question in ticket was about unbanning my account, I just want to know if it’s possible to link my old account with new serial key. That’s all. 9 days waiting.
Ticket: 121109-001805

Please review my ticket
121027-000536

I have been waiting for your update since 2 weeks ago. My account has been banned for a month plus.

My friend’s (Tirth.8295, ticket no 121112-001682) account has been blocked first time on 12.11.2012, because of boting. After support checked his ticket and find out that it was a mistake his account access was given back on next day. On 14.11.2012 he got banned again, this time message shown – third party program. I know him as a honest player and valuable guild mate. I’d like to ask you to take a closer look and review his case. There is no doubt that is a mistake and i can asure you that he is not a cheater.

Incident: 121102-001075
(Account: Mikipedia.4732)

My brother’s account was released and he send a new serial code for reactivate it but after 3 days again nothing. He can’t play from 21 days.
Thanks in advance.

Hi Gaile
My friend’s (Tirth.8295, ticket no 121112-001682) account has been blocked first time on 12.11.2012, because of boting. After support checked his ticket and find out that it was a mistake his account access was given back on next day. On 14.11.2012 he got banned again, this time message shown – third party program. There is no doubt that is a mistake. I know him as a honest player and valuable guild/clan mate. I’d like to ask you to take a closer look and review his case, he explained all in his ticket.

hi Gaile,
My friend’s account was suspended from 16/11/2012 until now.( ticket no 121118-002383, the first one :121116-002285) Today is the third day having no responses from the payment review team. My friend had not played for 5 days, because of the payment issue. However, I sure I paid for it, because I have got confirmation for my card center. Besides, I bought it from the official Web site with the same credit card before. The card had paid another account from a retail site some months ago. But, it is still working fine. So please check the ticket for me as well as the others.

Keith Yuen

Gaile Gray.6028:

Igopewpew.8692:

Nearing the mark of 2 weeks banned. Still no solution or refund made. Ticket : 121108-002427 Will you guys really force me to do a chargeback?

I understand your questions. I encourage you to continue to discuss this with Support. You have been given a refund, so you have the money in hand. Perhaps there is a way for them to allow you to rejoin the game.

I’ve just updated my ticket to ask if they can release my account so I can buy a new copy and apply a new code. If not then I might spend the money on something else. Cause I’ve grown tired of waiting and I don’t want to risk starting a new account and getting randomly banned again.

I understand you guys have been probably extremely busy with the Lost Shores content. Just want to follow up with my ticket though to make sure it didn’t get passed over.

Ticket Reference #: 121117-000385

[Account suspended]
Hello supp!

My account is blocked for 6 days and in the same day i’ve send ticket to you.
This is my number: [121119-002793]
and im sorry for that I send 2 tickets becouse i didn’t know what to do, here is the second one: [121114-002713]
I have no idea why i was banned, my error code is 45:6:3:2114. I didn’t even create my first character. I was banned after few hours from starting to download the game from official site. I bought my serial key from legal source, there wasn’t any problems from other users of thoes cd keys i think. BTW: sorry for my bad english.
Help!

Edit: /22.11.2012/: I’m waiting from 14.11 for any respond about my issue, please Gaile help as quick as it is possible.

Hi Gaile
My friend’s (Liventin.5204, ticket number is 121117-000049 created 11/16/2012) account has been suspended (Guild Wars 2 has encountered an error. Your Guild Wars 2 account has been suspended for an account issue. Please contact Support for information.).
Also, he can not login to the forum (“Login Error: You do not have access to Guild Wars 2.”)
He managed to play only one day after purchase and then his account was suspended.
Please, check his ticket and why he was suspended.

My case finally came to the happy ending. Thx Gail for higligtning it, I also wanan thank t oall my friends that believed in me whole time, and with no doubst stood by me.

For all that still waiting, If You didin’t anything wrong anything to deserve those fals accusation, don’t give up.

I even got an appologise, which was nice surprise after few elrier responses of other GM’s.

Anet You should really think of some kind of official statement about this whole situation and maybe some compensation for all of us that was accused for something that we haven’t done

regards, Tirth

Hi! I am writing on behalf of my husband’s account and this is in regards to Incident no. 121117-003518. After 2 days of play his account was suspended and received error code 45:6:3:2114 when attempting to log on. He sent a support request questioning as to why it was suspended. Alan from Support Billing team contacted him and asked to provide the following: Invoice ID from PayPal and the billing zip code or postal code and the last 4 digits of the PayPal card. My provided all of the information and it has been 4 days since then. He has had no contact from them at all. Please help!

Ticket# 121120-002749

It has been 1 week and 3 days since I was wrongfully banned for botting and then fraud.
I have bought a new Serial Code and applied it to my account but still nothing has changed

Ticket # 121114-000212

Ticket #: 121118-000419

Issue started 11/17/12

I recently moved and when i got the authentication email I believe i misclicked and banned my IP in email authentication(i think i also clicked “remember this network”). I have had 2 responses from support and neither has made it possible to log in.

I have also forgotten my support forum email password and requested the password and i have not gotten the email. (which i believe is related to the issue above since I banned my IP)

After the response from Support Rep: Sandy “Please try authenticating your email address at this time. If you need additional assistance, let us know.” I enabled authenticate, but still do not get an email. I also do not get the authenticate screen any longer.

I now get: "The game client was unable to connect to the log-in server. Please restart your client and try again. If the problem persists, contact Customer Support.. etc "
I would like to update my ticket with a Guild Wars 2 Test Report by Game Advisor, but since i do not get email reset passwords I can no longer log into my support forums account.

Please assist My phone # is in my ticket

My friend ask me to post this.

By karrak.3597

Hi Gaile.
Im here again to ask again any up date on support. It more than 6 days without news, how its going on! I wanna play and support don´t give me a feedback! My ticket number are 121109-002852. And please. Check the payment with paypal… Im not with the money… the payment was sent to NCSoft at 09/10!!! please… check this and let me play again!

Thank you and good job!