Guild Wars 2

Well, I just got a response to my old ticket – the one that is 2 weeks old now… Which was odd since I did not even expect an answer to that after I responded to the message that my account was closed to to fraudulent purchase etc…

Been getting fast responses to my new ticket as well… Which is nice. Still waiting for the final go ahead so I know I can play when the physical copy arrives, would hate to wait around for a week with the game in hand and not be able to play.

Havent even played yet

Got suspended right after installing the game last time, when I bought it via the official web-shop… Some sort of issues with the payment. Here is hoping for a nice problem free re-install and login.

Heh, i’d be more worried about some strange copyright infringement for your names… Gender Bender – Futurama classic
As is Bender the Offender no? But personally I dont find em the slightest offensive, but it takes alot to offend me…

could be a similar issue as to the old case. If you’ve bought it via the same card it could be that for some odd reason your new retail store has the same issue as the old.
Check your bank account and see if the money is gone, not gone or in the “reserved/pending”.
Why I decided on buying a physical copy instead of just another serial code.

Grattz Leira

I might just create a new account… Given that I didnt get to play the last time around, at least if the same email is viable… Which I am very unsure about…

Or just try your first advice Breeze… Thanks.

You still waiting…!?
That sucks, one week for the ticket that got me flagged at the end felt bad enough.

Oki… Making a ticket for it. Just wanted to know if it was to go right ahead or if it was more complicated. Thanks for the fast response.

While I am still angry at the way my former purchase in your online store was handled I’ve decided that I might just buy a physical copy of the game, I’m bored.
How would I go about linking the new key to my existing account then? The options on my account page is after all severely limited and hardly very informative.
Or can I just create a new account with the same email, since I never actually got to play at all the other time around that would not bother me.

PS: More for support ticket people really. When you respond to a buyer who has had his/her purchase flagged as fraudulent, despite them saying that is not the case etc, use a better and more polite wording in the ticket response. Being accused of fraud is simply very offensive to some people, especially when they are innocent.
Just say that “An issue was encountered with your payment and we did not receive it properly which may be due to a number of reasons, bank error, a system error on our side or something else. We recommend purchasing a physical copy from a retail store and using that serial key to verify your account.” or something similiar.
That response would not have pissed anyone off most of the time, especially if they get refunded and its done quickly.

I had to wait seven days to get the privilege of having my purchase of GW2 be called fraudulent. Excellent support there.

Clearly the issue was/is on your side anyway since my card works fine everywhere else, hell I think I might just use it to go buy a game from another company… One thing is almost guaranteed, I will not spend my money on buying GW2.

The extremely slow support response and the issues many users seem to have currently has convinced me of that. Hell, i’d probably be banned for botting ten minutes after making my first character despite the fact that I lack the know how at the time to write a bot program or utilize it, and then have to wait another week or more before having the issue resolved that I did in fact not use a bot program.

Well, at least my money is not stuck in “Pending/Reserved” anymore, so I can finally spend it on a product I can use.
One week wasted for nothing…

Incident 121111-002238

7th day…

Yeh, but shouldnt said bank contact the owner of said credit card if it detected such a purchase and ask the owner if he/she did indeed make such a transaction. It is my money after all and I chose to spend it on buying GW2.

Let us hope that whatever flagged many of our buys as fraudulent or has otherwise caused problems for payments and whatnot causing many innocent buyers to not be able to play the product they purchased honestly with otherwise functioning cards gets solved during this maintenance cycle.

Would be very nice to know if this is something that ANet/NCsoft tries to fix now in the upcoming maintenance.
Because I am well into the 6th day since filing my ticket and there has been no developments, meanwhile the payment for the game I do want to play is stuck in “Pending/reserved” which is something I can do nothing about. And this situation is not something i’ve ever experienced before, not over Steam or XBox Live or anywhere else, my card still works fine.

And yes, i’ve posted everywhere I should have posted incl “The 3 days and older tickets” thread now 3 times. And have provided all the info that was asked in the “Blocked/Suspended etc” thread. And still nothing.

Incident 121111-002238

Well into the 6th day now…

Dark Revan.7634:

Just had an e-mail from A-Net

---

Subject
Blocked/Suspended Account

Discussion Thread
Response Via Email (Jose) 11/12/2012 05:05 PM
Hello,

Thank you for the update.

I am escalating your ticket for further assistance. Once your ticket has been reviewed, someone will be in contact with you as soon as possible.

Thank you for your support and if you have more questions about the game, you can write back to us or visit our official sites at http://www.guildwars2.com and http://www.ncsoft.com.

Have a great day,

Guild Wars 2 Support Team
http://support.guildwars2.com/
———————————————————————————————————————

Should I get my hopes up?
Either way it seems I made quite a “noise” in this thread for them to contact me xD

That kind of mail I got for my suspension like 5 days ago… Still no further developments… But ya never know.

buyurgan.6023:

Drachdhar.7016:

For Gaile:

Account is not yet cancelled, but still waiting for a reply for my ticket which now is five days old and I am naturally predicting the worst outcome – just my luck.
So here comes some info about my buy.

Date: 07/11/12 during the evening GMT+1
Store: guildwars2.com/shop
Charge Status: Pending, ie money is reserved and untouchable by me.
Card and Bank: Visa, Swedbank
Incident Number: 121111-002238

Well how can we expect an answer to already closed/resolved ticket …
I replied them via e-mail as well still not sure it will be answered, or we make a fresh ticket and wait like a few weeks, which sounds very annoying but legit.

No clue… We’re all stuck in purgatory waiting for some sort of vindication.

For Gaile:

Account is not yet cancelled, but still waiting for a reply for my ticket which now is five days old and I am naturally predicting the worst outcome – just my luck.
So here comes some info about my buy.

Date: 07/11/12 during the evening GMT+1
Store: guildwars2.com/shop
Charge Status: Pending, ie money is reserved and untouchable by me.
Card and Bank: Visa, Swedbank
Incident Number: 121111-002238

Hell, lots have got suspended even when buying from what should be the most trusted source, ie their own webstore. All due to someone in most likelihood messing something up nov 2nd during the maintenance.
Guess this is what one gets for buying a digital copy of an MMO for the first time ever, which at least I did because I did not want to wait a day or two for the physical copy to arrive in the mail.

Incident: 121111-002238

Closing quickly on five days now. Still waiting to get this issue resolved or get some communication. I know something is terribly bonkers with ANets billing system since my card works just fine on Steam, XBox Live and when I go down to the store. I want to play the game I paid for, or I want the money back where I can spend it on another game where I do not have to deal with this stuff – ie possibly every other game.

Over 96 hours since I submitted my ticket. Issue 121111-002238, got a new number though due to some info being shared by me on the old ticket that I did not need to provide and shouldnt provide.

Some employee could ask the player in question or look into it a bit deeper before slamming down the ban-hammer… at least thats what I think is reasonable.

Although I dont think anyone who actually did buy gold from gold sellers would admit to it.

Well… Considering that you’d probably be suspended even if you use a code bought from the official store… I was.
ANet got some serious issues they need to deal with on their own payment methods.

If you’re lucky, any second.

If you’re in the same boat as many of the rest of us… in 4 days or more.

It seems that someone probably messed up alot on Nov 2nd, given how many people who has had problems with buying GW2 from the official website since then.

I am well into my 4th day of being Suspended due to no fault of my own, and still no answer to my ticket except the automated response. I’ve posted in the “3 days old tickets” thread, been around these forums near constantly to try to get an idea on what is wrong.
I’ve yet to play the game that I put out quite a bit of money for…

And the only conclusion that I can draw is that on Nov 2nd something got royally messed up with the Billing System.

Been 3 days for me… Same issue.

Moi: Visa Card
Charge: Bank says “Reserved”, meaning I cant do jack with the money or cancel the transaction.
Store: Guildwars2.com shop

Incident 121107-002523 – Suspended Account

Still hasn’t heard anything back and it has been 3 days since I filed the ticket.

Yep.. the lack of communication is bad.

Yeh, making videogames is not easy.. Trust me… But since this has nothing to do with the actual game ya gotta wonder.

I hear ya bro’s and sisters… It’s a problem on ANets side obviously. My money has been deducted, in a way. The 55 euros is something I cant spend on anything else, it’s just waiting there to be claimed by ANet. Ie it is reserved for the purchase of GW2, which means that ANet needs to claim the payment!? Hell I dont know…
All I know is that I cant spend it and therefore i’ve paid.
What is annoying is that they take such a kitten long time to get back to you on these things… And the funny thing is that purchasing stuff on Steam or paying for monthly subscriptions for other MMOs has never been an issue.

I got suspended before I even played the game… and I bought it right of the GW2 webshop. Where is the reason in that?

13 days is just ridiculous… Poor service IMO.

Some get their stuff sorted out in a day, others wait several days… It’s a good thing that GW2 is ftp, because if everyone stuck in the purgatory of customer support was a monthly subscriber this would be real bad.
Of course i’ve still to get the product I paid 55 euros for… and for every hour that goes by I more and more think that I should have spent that money on another game, and with the risk of getting banned for botting without actually botting when/if I finally do get to play… This experience and this thread has me worried. Which is sad, because i’ve heard lots of good things about the gameplay of GW2.

63 hours of suspension… No further info provided since the first email that said my ticket was being looked into… Well, 9 more hours until I can officially complain a bit more… And if things do not get solved promptly then I want my money back because so far i’ve paid for a game that I havent even got to play for a second.

I bought my digi-copy right from the web-shop here… Also suspended without even getting to play yet, so I somehow doubt buying it from here is gonna make much of a diff… and I am not the only one that has this experience.

Likewise… Only I bought my digital copy on ArenaNets own GW2 webshop. So unless they hand out buggered stuff… And i’ve waited near 48(44 actually since they answered the ticket that they will look into it) hours by now.

Alright, my account was suspended right after I created it. My first attempt at installing GW2 froze for some odd reason, and at that time I was actually able to login. But since it froze I ended the application. Next time was a successful install but I couldnt log in due to my account being suspended due to account issues.
What issues!?

Nearing 48 hours since I submitted my ticket and the only answer i’ve gotten so far is that someone from Payment Review team will look into it. I understand that the support staff probably has alot to look into nowadays, but this is taking way to long for something that is an issue on ArenaNets side.
The money i’ve paid has been deducted from my account. And buying stuff on Steam has never been an issue, neither was using that same card as payment for SW:TOR.
And to top that of I cant login to the support page and see whats up with my ticket, possibly due to that account being disabled… Or me forgetting the login, doubt the latter.
Why not have support account and game account be the same from the start anyway?

I could have bought another game, like X-Com, which I was thinking about. But I chose GW2, and for that i’ve gotten nothing but grief. And yeh, I am getting agitated by now, but not disrespectful.

So, what is up?

Good question that… Many of the rest of us who are “Suspended due to an account issue” apparently did.
I know I did get it from the GW2 web shop, and still havent been able to play after installing.

40 hours and counting since I got the mail that it was getting looked into… Suspended due to account issues… What issues!? The money for the game has been deducted from my bank account… so what is the issue?
So my estimate is that the entire weekend is gonna go before I actually get to play for the first time, which sucks. Never had anything like this happen before.

Kaosuyousei.1049:

terminalchaos.6712:

BearArms.1654:

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.

Yes my account was suspended today, I opened a case and got the same response. I purchased on 11/5…

Almost the exact same situation here. I’m starting to suspect that somehow they managed to completely lose the billing information for a lot of people who bought the game through their website and are now suspending those people for “playing a game they haven’t paid for” or some nonsense.

Same situation here… Bought the game in the web-shop, registered and all that jazz. Suspended without even getting to play.

Makes me wish I invested in X-Com instead…

I find much of this quite confusing… I cant create a support login since apparently my email already has one, but then again I cant log into it because the account is apparently disabled or I do not enter the right password or something, I doubt the latter… So I cant check on my ticket(s), made two in short order mostly due to confusion about the system.
One of the tickets is in the system though, so now the terrible waiting which has gone on for exactly 24 hours since receiving the email, all due to my account being suspended for “account issues” which I know absolutely nothing about.
And I still havent even played for a single second yet

And no answer to my tickets yet… Will postpone any thoughts of playing until after next sleep cycle then :/

Well… My bank account still says the money is spent so… Guess there was no chargeback, not that I know of anyone being capable of doing such a thing for MY credit card on my bank account.

or the Shop if you will… https://buy.guildwars2.com/en/

Bought it via the GW2 main page…

Would like to know the same thing… And given that I bought GW2 a few hours ago and just finished installing I kinda know that i’ve done nothing wrong since I havent even played yet. A big bummer having my account suspended before I even get to play.