Guild Wars 2

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?

Edit: Finally heard from support tonight. They have permanently closed my game account and blocked my card from the system. I’m okay with the latter part of that, but I’m wondering if I could have my account reopened or if I should just make a new account when I buy the game again.

121108-000346

That’s a very odd error. Have you submitted a ticket to the support team via the “Ask a Question” tab on the support page? If not, you should do so as they are the only ones who can help you.

Can you copy and paste the link into a browser to access the page? Or is it broken that way too?

At this juncture you have two options, as far as I know as an individual who is not affiliated with the support team in anyway. You can buy a physical copy of the game from a store like Best Buy or Gamestop and open a new account or you can petition the support team to get your account reopened in order to purchase a new serial code. If you were accused of fraud, they should refund your money. It may take some time to do so, but they should refund it eventually.

Prinzkaos.4052:

I alrdy install it and they keep asking me for it to play.

It’s a 25 character-string of letters and numbers that should have been included with a physical copy of the game, or received by email if you bought the game digitally.

121108-000346

Only posting it again because you said you were using your last update as a mark and my ticket number was posted before that post. Sorry if this is unnecessary.

Not sure what the protocol is when a topic moves from one subforum to another, but I’m just going to go ahead and repost my ticket number.

121108-000346

Here’s hoping. I’ve been trying to stay positive for the past few days about this whole “suspended account” issue and then being transferred to the Payment Review team. It’s been hard since I haven’t heard anything back from them since, but if they are doing work on the billing system, then maybe they will address the problem without telling me, which would be fine. I just want to be able to access the account I bought, or at least attempted to buy, from their site.

I would like to know too. I was suspended on November 6th after buying the game on November 5th. I filed a ticket on November 7th, got escalated to the payment review team and haven’t heard anything from them since.

Gaile was collecting information yesterday evening in the Blocked/Suspended/terminated—Player’s comments thread. So you might want to look through that thread (around page 28 or so I think) and post the information that she requests there, but that thread is so filled with people complaining about being banned for botting that it might get lost.

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

Please note that this thread is not intended to expedite your ticket. Please do not post here simply as a means to try to get to the front of the queue. Post if you want to share the above information, and if your situation exactly mirrors what I’m investigating, but beyond that we’re not using this thread to expedite or follow up on tickets.

If you have waited three days or longer for a response, please post in the Tickets for Review – 3 Days and Older thread.

Hello, thank you for looking into this for us.

1. I purchased the game on November 5th, 2012.
2. I can confirm that I personally purchased the game from the official website. I used no other website to purchase the game.
3. I am not able to check my credit card statement at this time (the card I used is a debit card and I do not have online banking enabled).
4. Since I cannot check my credit card statement, I have no way of knowing this until I receive my monthly statement from the bank. I can say that I have used the card numerous times on other sites and in person since I have purchased the game without problem.
5. My ticket number is 121108-000346.

I hope this information helps you somehow.

BearArms.1654:

It hasn’t been 72 hours exactly, but by the time it is, I’d imagine the office would be closed for the weekend, so I’m jumping the gun a little.

121108-000346 is the ticket number. I was transferred to Payment Review team on Wednesday, but haven’t heard anything since. All information is in the ticket, but I am happy to provide more if it helps.

Now it has actually been 72 hours. I am posting this again as per previous instructions.
121108-000346 is the ticket number once again and I have provided ample information in the ticket. If there is any more information required from me, I will be happy to provide it. I just want this resolved as soon as possible. Happy weekend.

I’m going through the same thing currently. It’s been two days now and I hope the same thing doesn’t happen to me. Good luck.

Did you buy the game from the official site? If so, you’re now in the same boat as a good number of us who have been suspended in the past few days. Be sure to submit a ticket to support like they suggest. It will likely be escalated to the Payment Review Team. Hopefully they will sort all this out soon. One of the more recent news items is an article on Billing Maintenance on November 2nd, so maybe something went wrong with that.

Numerous topics concerning this issue have been opened and locked with little explanation, making our situation even more frustrating. If someone could just tell us what is going on and what’s being done to fix it, I’d feel a lot better. Obviously it’s affecting a good number of people. I’ve seen at least five others with this problem in the past two days and most of them bought from the official site. So maybe something went wrong with the pay servers and now the team is trying to do damage control. That’s fine, just tell us that is what is happening and we can be even more patient because we’re informed on the issue now.

They may fix your issue before three days. The three day wait is how long you should wait before posting to the topic at the top of this sub-forum in case your issue is not addressed before then.

I’ve been suspended for two days. You’re going to need to be patient and let the people do their jobs.

This seems to have happened to a number of people this week, including myself. I’m not sure what this means, but I thought it might help you to know that you are not alone in this, meaning they must be aware of the situation and are working to correct it.

I’m sorry this happened to us, but sometimes little annoyances happen in life. I am sure that our accounts will be returned to us soon. Now is a time to be patient and let the forces at work address our issue.

I’m glad to hear they responded so quickly to your issue. I have faith that one day I too will have a similar story.

This happened to me as well. No response yet.
I bought the game on November 5th, got suspended on November 6th. I was escalated to Payment Review that same day, but haven’t heard anything since.

I don’t get it, though. I bought the digital edition from the official website using a debit card that I’ve used at other sites numerous times and also used to pay for dinner last night, so I know the card works.

I would just like to know what exactly is the issue here, but I guess we’ll all just have to be a little more patient. I was just looking forward to playing the game over the weekend.

It hasn’t been 72 hours exactly, but by the time it is, I’d imagine the office would be closed for the weekend, so I’m jumping the gun a little.

121108-000346 is the ticket number. I was transferred to Payment Review team on Wednesday, but haven’t heard anything since. All information is in the ticket, but I am happy to provide more if it helps.

Hello everyone,

This has nothing to do with botting, but I don’t feel like it deserves its own topic. I bought the game on Monday from the official site and proceeded to download it. It was done by 2 am that night and I had class the next morning so I didn’t get to play. I did get to play on Tuesday. I played for 5 to 6 hours and had a blast. I wanted to continue playing on Wednesday, but when I tried to log in I found my account had been suspended for an Account Issue and there were links to the ToS Agreement and other such texts.

I’d only played for five or six hours and I hadn’t used the chat so I didn’t think I had offended any one. But I submitted a ticket nonetheless because that is what the error suggested I do. Around 12:51 am this morning, I received an email that I was transferred to the Payment Review Team, which I thought was odd. I paid with a debit card that I’ve used on countless other sites without problem and I know I have a good deal of money on the card, so there shouldn’t be an issue there. I also bought from the official store and received an email from the site with my serial code, which I used to register and play the game. I don’t think I did anything wrong, but maybe I did.

I guess my reason for posting here is to see if anyone else has experienced this and what I should expect to happen. If it helps, my ticket number is 121108-000346.