Guild Wars 2

Players on North American home worlds cannot guest on European worlds or vice versa.

I don’t see the guesting system as an improvement or a good feature in any way anymore. In fact it now only limits us not being able to play with friends from different continents/worlds. I would very very much prefer ditching the entire guesting system and keeping the transfer between worlds free. The only reason I was looking forward to this “improvement” WAS to play with people from a different continent as well as people from my own continent. The system, the way it’s launched now is completely useless and is only there to force us to pay gems or buy another copy of the game and restart if we want to play with people from different regions as well.

Once again extremely disappointed in Arenanet. I really have no words for how much of a disappointment this is.

You’ll probably have to contact support.

You have to buy it off the special offer page in order to get it.

Personally, I’d recommend buying a physical copy of the game then sending the code from it to your friend. Specially if your friend is living on a different continent. Buying it through ArenaNet’s online shop creates a big chance of being flagged as a fraud. It took me over a month to get my account released after being accused of fraud (my bf bought the game for me).

I’m not saying it’s not possible to do it through the online shop. Just saying out of experience I’d definitely do it through an physical copy.

@Genghis Khan All you can do is wait I think >_< until you get one chance to create the character ><.

Hello Gaile & Others.

About 3 days ago my account got released after being banned for a bit over a month for fraud. I’ve had at least 5 responses telling me there was nothing they could do about my ban. Most responses were copy paste ones or were only responding to half of the things I wrote, however in the end I did get a few employees from ArenaNet that were willing to help and once these employees showed up the issue was resolved in no time.

It’s a pity it took so long to find employees that were willing to support but I’m very glad my account got released in the end. The number behind my username is 8693 now instead of 8692 indicating that I have applied a new code to my account. ^w^

I want to thank Gaile for the early support and encouragement (I’m sorry I couldn’t update you on the matter the last few weeks because my forum account was no longer accessable.).I want to thank Roger for the first few replies in my ticket so I could hand over the approriate proof to proof that ArenaNet made a mistake. (though the given info was not really used throughout the process, perhaps only in the end). I also want to thank [GM] Tsumukikatu and Lindsay for solving my issue in the end after numerous replies from Matt S. saying that nothing could be done.

All in all I just want all people that have issues to stay patient and keep on trying and responding to the responses you get in your ticket. If you are truly innocent they will help you in the end. Don’t give up!

Good luck everyone, I hope you’ll all get the right support soon!

Love,
Airi

PS. I’m not trying to bash on Matt here even though I was extremely disappointed at the support I got until [GM] Tsumukikatu and Lindsay showed up. I still want to thank Matt for not ignoring my ticket and responding to it, even though the replies were copy-paste ones and had no intend of actually supporting, it did keep my ticket alive. So I thank him for that.

@Gaile. If any of the above is not desired to be shown feel free to filter the names etc.

Gaile Gray.6028:

Deyna.9072:

I want to buy a new gw2 key for my husband. I found a cheap key for only 40 euro on CJS and Offgamers. Can i buy it from them, are the keys legit?

Every time gw2 receives an expansion, is it free, or do i have to purchase it?
- If is not free, then what is the cost of expansion?
-How often(per year) will the game be updated with paid expansions?

Thank you,

We have had a lot of issues with fraudulent codes. In fact, it’s fair to say that the vast majority of codes purchased from unauthorized sellers are invalid, and even if the account is created, it ultimately will be closed. I strongly encourage you to purchase directly from support.guildwars2.com or from any of our authorized retailers.

In all honesty. I’d really like to strongly encourage the player NOT to buy from the guildwars 2 site but to buy it at a official retailer and get a physical copy of the game. With the amount of fraudulent codes detected while they were ordered directly from the official site, buying it from the site does not seem a safe option.

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.

After being banned for 2 weeks due to “fraud” ArenaNet finally refunded my game. Now I’m waiting to see if they’re willing to ‘release’ my account so I can buy a new copy of the game and apply the code to it. Or if they will force me to start over because of their mistake. Wait and see~.

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?

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.

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.

Did you simply try logging in again ? And make sure you’re attempting to log in on the right page. For me it depends on how I get to the page whether it accepts my user/pass or not. It’s weird really. o.O;

Dont post your email adress on the public forums. Also make a support ticket about this. Hope you get lucky cause last time I checked there’s no way to change the email atm.

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.

You actually do have to make a support account to check your tickets. The email will not always go through. Most of my replies were not emailed to me but were in the ticket itself which doesn’t always send an email with the message. Also keep in mind that your support account and your in-game account are 2 different accounts ! They’re completely seperated so you might still have to create one or reset your password. I apparently had a account created for me but never had received any info about this so it might be the same for you !

I’d recommend you to buy your game from an official retailer other than Guildwars2’s website. They have (had) some serious issues just recently with the online purchases causing everyone that bought the game within 1-2 weeks time to be flagged as “fraudulent”. This meant the key you bought and the account with it would get blocked until you’d buy another game. If you were lucky you’d get your money back. If you’re unlucky they’d be thanking you for your money and forcing you to buy another copy of the game if you want to play.

To prevent all the drama I would check the official retailer list and buy a physical copy of the game from there. The official retailers can be found here : https://www.guildwars2.com/en/retailers#UnitedStates-physical.

Now, should a significant level of reports be filed for exactly the same reasons by a diverse number of players then it would raise further questions. I would therefore reserve any knee-jerk reaction your feel toward the company until there is clearer evidence on the matter to justify such a response.

I’d like to kindly refer you to this topic https://forum-en.gw2archive.eu/forum/support/account/Blocked-Suspended-Terminated-Player-Comments/page/48 . The amount of reports made regarding this issue and the amount of people getting unbanned after being accused of botting speaks for itself. There’s a flaw in the system which is only causing ArenaNet to have more work and a bad name. >_<

LMFAO really ? Poopoo is an offensive name ? Oh please… Many +/-2 year olds are taught to say poopoo when they have to go to the toilet. How on earth can poopoo be offensive. So basically parents are teaching their 2 year olds to say offensive stuff ? I don’t think so. I really don’t think saying poopoo offends anyone on this earth except for the person that applied the ban.

Leira.9701:

The time it takes to solve a ticket dpends a lot on what it is about. For example: My waiting time is 18 days by now because it is related to a credit-card-fraud. This is way more complicated that a false ban for goldselling or similar.

How is that so much more complicated ? All they have to check is the official order/order number (if it was bought from ArenaNet) and whether the payment was successful. If yes then there’s no fraudulent purchase in any way.

If the card really was stolen then the official owner of the card would do the chargebacks themselves, not ArenaNet. So that makes no sense in ANY way. In fact ArenaNet has no way in knowing whether the card was stolen or not. It’s their own payment system that screwed up which causes people to be flagged as frauds and lose their accounts (and sometimes money as well). It’s not hard to investigate these orders it takes 2-3 minutes max to check each case whether payment is done or not. If it’s not done THEN it might take a day or 2 max to figure out what happened. However a lot of payments went perfectly fine, yet accounts were banned for comitting ‘fraud’. In other words. Check the order number, check the money transfer both ok ? = Unban. easy as that.

Glad to see you got your account back. Kinda weird that your issue got solved in less than a day though. A lot of people including myself been waiting for over a week. (about 10 days here..). Prioritizing seems off xD. Either way have fun playing ^^

121108-002427 Under review; I am writing for direct assistance

Any update on this ?

After this : https://forum-en.gw2archive.eu/forum/info/news/Billing-Maintenance-2-NOV-7-00AM-PDT the issue started and has been going on for anyone buying it ever since. Might’ve been fixed at the last maintenance again but I doubt it as there’s still more people adding to the list at this very moment.

GummiBear.2756:

Igopewpew.8692:

Everyone that’s been buying a digital version of the game from ArenaNet’s site has been accused of having a fraudulent purchase. This means the account will be banned really soon after activating it.

This is NOT true, i bought the game digitally, and have never been accused of anything/had my account terminated…

Everyone that purchased it since the maintenance(not last one but the one before that) has been accused of fraud and has been banned. Every single person that bought it since then.

Be happy you’re not randomly banned like thousand+ other people. >w<

wesson.2178:

i just bought this game 3-4 days ago and i cant log in.i dont know why,i dont trash talk in the game and everything,and when i tried to log in,my account is suspended.imagine buying a $79.99 game and played for 2 days,and they just suspended your account for no reasons.

Don’t worry ! They’ll just claim that you purchased the game fraudulently and they’ll force you to buy a new code ! If you’re unlucky they will not refund you the initial purchase (they didn’t refund me) and basically say. Thank you for your money if you want to play again, buy a new game. So there’s no need to worry !

In all seriousness, make a ticket with the following info :
— If the payment was attempted by credit/debit card, please provide the last 4 digits of the credit/debit card used ONLY:
— Country where card was issued: (if you are using a credit/debit card)
— Card Type: (if you are using a credit/debit card)
— CC status : Is the purchase still pending or completed ?
— If the payment was attempted using PayPal®, the e-mail address associated with the PayPal account:
— Do you have a verified or unverified PayPal account? (if you are using PayPal)
— Country where PayPal account was created/set up: (if you are using PayPal)
— Country where you are currently residing:
— Your billing address, including your billing zip code or postal code:
— The e-mail addresses you used when attempting to make your purchase:

Posting this right away might speed up your proces a little but I’m afraid you’ll have the same outcome as everyone else so far, cause they don’t seem to actually read tickets, they only respond with copy/paste messages. Good luck either way >< !

mlodydragon.7403:

My account has been suspended due to an account issues I dont know what are those issues but I activated account yesterday (same day when I’ve got blocked) and I was playing with couple of my friends actually doing bonus event and nearly done killing monsters I’ve got an error due to fast clicking my keyboard I clicked instantly buttons and my game quit. I don’t know why I’ve got banned but I sent my ticket to Support with this question hope I will get unbanned cuz I’ve played for few hours, lol.
My ticket: 121114-002786

Account issues means they’re probably gonna say that you bought the game key fraudulently , even if you bought it off the official site. They’ll ban your account and you’ll have to buy a new key. That’s pretty much what all people hear when they get accused of the fraud. If you’re lucky your money might be returned to your card. If so buy the game from a different official retailer and use that key. do not purchase from Anet’s website because it’s completely bugged and they will claim that you’re trying to commit fraud while their payment system screwed up.

Reese.9572:

Igopewpew.8692:

Unless there’s currently some trouble with account pages…. it seems that ArenaNet was not able to deal with my issue so they decided to ban/block me completely from using the account pages such as “My stuff”. When trying to reach the page it says : There has been an error with your request. And I tried it on multiple connections so it’s not my connection. It’s either their site or they just blocked me after taking my money, and claiming my purchase was a fraud while they accepted the money and the payment was successful.

I just recently had this problem as well. I cannot access My Stuff or look at the Answers on the support site, when it was working fine 10 minutes ago.

Should work now

Nvm this post. Still waiting on a solution, 8’th day has started and the progress I made is getting an block on the credit card… awesome support.

Gaile Gray.6028:

Igopewpew.8692:

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!

The bank will be contacted once again tomorrow. If there’s been no refund or solution to this at that time I’m afraid I’ll be forced to do a chargeback in the very near future. Which is not only a burden to me but also to ArenaNet.

EDIT: 121108-002427 (please always include your ticket number; I keep having to dig for this. I am pursuing this! gg)

Gaile Gray.6028:

Igopewpew.8692:

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!

The game was purchased on 11/5/2012. As for the exact payment process day I’ll have to ask my bf to check the exact date with the bank.

Gaile Gray.6028:

Igopewpew.8692:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Isn’t it obvious that the problem is not on our side, or our financial institution, it’s on Anet’s side. How else did thousands of people get the exact same problem ? You’re not gonna claim it’s all their fault and their financial institutions right ? Come on it’s overly obvious that it’s Anet’s mistake so they have to rectify it. They took the money, yet they close the account. I had the bankaccount checked a while ago. No money has been refunded whatsoever. So whatever is the underlying issue, I’d like Anet to first of all apologize for accusing me of being a criminal (you didn’t do it but they did in the tickets) and secondly fix the issue I have instead of sending me copy/paste responds without looking into the individual case at all.

Let’s be clear and fair here and not engage in wild speculation.

• If a purchase is refused, the customer is not charged.
• If an account is closed, and if the purchase was made through our store, the purchase price is refunded.

I suppose there can be a lag between closure of the account and the visibility of the refund on a credit card statement, but the team is not simply randomly closing accounts and keeping the money.

That’s exactly it the purchase was NOT refused. Anet accepted my money and completed the entire purchase. making it final. Then they still banned my account for being “fraudulent” and nothing has been refunded since. The account has been closed for over a week. How long does it take to refund ? I had the account checked today and nothing has been refunded.

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Isn’t it obvious that the problem is not on our side, or our financial institution, it’s on Anet’s side. How else did thousands of people get the exact same problem ? You’re not gonna claim it’s all their fault and their financial institutions right ? Come on it’s overly obvious that it’s Anet’s mistake so they have to rectify it. They took the money, yet they close the account. I had the bankaccount checked a while ago. No money has been refunded whatsoever. So whatever is the underlying issue, I’d like Anet to first of all apologize for accusing me of being a criminal (you didn’t do it but they did in the tickets) and secondly fix the issue I have instead of sending me copy/paste responds without looking into the individual case at all.

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

bluerebelmedia.9514:

Gaile Gray.6028:

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

I’ve been charged, and not refunded. I’ve spoken to the bank three times over the past 2 days and sent in proof of being charged via support and still got sent the same e-mail telling me again, for the second time that my purchase from the official store was fraudulent. Support is not reading the information sent and my posts are deleted here.

I am completely miserable. The last 4 days have been an absolute nightmare and nobody will tell me what I’m supposed to do. My money has been taken and I have no recourse and support is refusing to help. Please, help me.

Likewise. I have been charged but not refunded at all. My payment was successful in every single way and the money was transfered, Anet accepted it and the game has been bought. Yet I’m banned for fraudulent purchases and have not gotten a refund. I’ve been waiting over a week now for my case to be solved, and the only answer I get after waiting this long is that they have “blocked” the credit card as well.

Hi all ! I have bought this game off the official site from Anet. After being charged (Anet took the money, transfer completed successfully and completely) I got banned and accused to have a fraudulent purchase. Now I’ve been banned for over a week and I got this response :

Response Matt S. via Email 11/14/2012 11:06 AM
Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

In other words. ArenaNet took my money , then banned my account claiming the key is fraudulent while it was directly off their site (And I showed them evidence that it was bought from their site with their own ordernumber and everything) and they tell me to buy another copy of the game from ANOTHER authorized retailer. <- mark the word another. Not just an< but ANOTHER. Meaning my key was already bought from an authorized retailer, yet I have to buy another key from ANOTHER authorized retailer.

This is getting so hopeless…

Hello Gaile,

You must be the only hope left for all the people that have been banned for the screwup of Anet’s payment process. Even though Anet charged my credit card and took the money, AND banned me for over a week already I got this response:

Response Matt S. via Email 11/14/2012 11:06 AM
Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

They took the money, banned my account for fraudulent kitten MAKING ME WAIT FOR AN ENTIRE WEEK. blocked the credit card and tell me to pay for a new game while it was legally purchased of their own site.. Being called a fraud while Anet is stealing the money ? Btw the mail is saying “you will need to purchase a serial code from [B]another[/B] authorized retailer.” this means that the game WAS bought from an authorized retailer but now we have to buy another game code from ANOTHER authorized retailer ? Oh my is that admitting that Anet’s own retail system screwed up bigtime and we need to use a different one?

I’ve been calm and patient for so kitten long but this really really crossed the line. Accusing people of committing fraud this directly, while stealing the money from their bank accounts/credit cards. This is what we call a SCAM. Yet I’m still here waiting for a solution but all I get are copy paste messages that say the same thing and add more punishment on top of another. Really ? Is that how patient people get rewarded ?

Chiocciduke.9305:

Guys this is a Server problem. Please stop spamming that it is a ISP one! I have Fastweb and -except while playing GW2- my connection works fine as always, even playing other games like GW(1) or Diablo3. And consider that many users are having the same problem with Infostrada and other ISPs…

…let them work and be patient!

Country: Italy (Genoa)
Server: Desolation

This is not a server problem in any way as explained by me and now by Matt as well. Follow Matt’s guidelines and report the hop IP range to your ISP. That’ll be the only way to get them to change it. Also read up as I’ve explained why your connection will work with other applications but might not work with GW2.

Phyrelle.9342:

Hi, same problem here and Yes I have Fastweb.
Other games DO work however…

Please fix it up.
Grazie

Might want to read other posts in this topic. It’s up to you guys to fix it up with the ISP. Cause it’s on their side not on GW’s side.

If you could all do a tracert and quote the Hop that is causing insane MS or a time out for you it could help to determine if it’s one and the same hop for everyone or if there’s more underlying issues.

fuma.8213:

AshleySegovia.3948:

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

i’m sorry to say that you’re being a little bit naive.. contacting fastweb will result into speaking with a call center employee, wich usually can’t even understand what a tracert is… also, even if i manage to reach someone that understand what i’m saying it’s likely impossible that an ISP can change a route for 1 customer… i’m afraid you should try to fix this problem on your side or if you can’t/don’t wont you’re gonna loose the entire fastweb community.

The problem about this is that the issue is within a certain hop. GW2 does not have any influence whatsoever on the hops used to get to their game servers. This is purely based on the routing from your ISP. If they get enough complaints and see the faulty hop for themselfs by multiple people (can send an email to their support perhaps and show the tracert ?) then they will definitely try to change the final hop that’s causing issues for this, and perhaps other applications as well.

Also. If you get stuck in a loading screen yet the sound from the game still plays and everything, this could be caused by something else other than your connection. You’ll have to change your window options(resolution options) to either full screen, or windowed screen(if one of them does not work for you, the other most likely will). This is caused by windows not being able to deal with full screen applications very well, specially not when a process is being loaded in the background or when the game gets alt-tabbed.

Damaskinos.7602:

AshleySegovia.3948:

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

This solves nothing, for several reasons:

1) My line Fastweb works, except with Guild Wars 2

2) Many users reveal problems with different operators.

3) How can I explain to a Fastweb telephone operator that I have problems logging in to an online game? Do you really think that they have a training that can help us?
Really?

4) This looks like a post you need to take time.

Not to mention that I have already contacted Fastweb, i don’t have anomaly on my line and, in any case, I requested a reset of my line, already made, to be sure.
I continue to be locked out of the game, despite this.

I don’t think taht this is the way to deal with users.
We need a solution; not the one you proposed.

1: This can be due to a certain hop in the proces towards the GW2 server(s). Therefore your connection could work to other applications because they don’t use the same hop.

2 : Different operators can use the same hop. So it doesn’t have to be related to a specific ISP , however if it happens to one person with the ISP there’s most likely a lot of other players with the same issue with this very same ISP. This is because there’s a default route with hops. This route however can change.

3: You don’t explain it to them that way, you explain to them that you can not connect normally to the IP from the gw2 server. And then you mention to them which hop is causing this issue. I’m not sure if it’s still possible but I believe ISP’s used to be able to re-route to certain IPs. This would mean they could use different hops instead of the one that’s making you time-out for unknown reason.

4: A ‘reset’ on your line is nothing more then them resetting your IP adress, giving you a different one within your dynamic reach. This will most of the time have no effect on the hops you take towards a certain IP.

5: I’m pretty sure this is a HOP issue due to the fact that WTFast is solving this issue. What Wtfast does is rerouting your connection to connect to one of their servers first and then connect to the official game server. This will give you less hops which oftenly means lower ping. (which is what the program is officially used for)

Gaile Gray.6028:

Igopewpew.8692:

Gaile, I just got a response on my ticket saying my code was obtained fraudulently. This while it was directly purchased off your site. They say the buyer used stolen credentials ? My “buyer” would like to contact you guys, preferably through phone to set things straight. Is there any option for him to get in contact within a regular time frame because tickets don’t seem to be a reasonable tool to have a decent conversation. Please let me know,

PS : Asking for elaboration got me a copy-paste message from the same GM. Where on earth is the service ?
Airi

Oddly, I just sent an email to the team asking why our players were getting this message when they purchase from us. Some people are cheated by third-party sellers. Some players do use a fake/fraudulent CC to purchase from us. But the message that some people are getting is sort of mixed up.

I’m sorry for the confusion — for you and for others who got that message — and I’m working on getting things more clearly expressed for everyone.

From what I’ve been able to collect the following happened :

Due to a issue with the online purchase people were able to purchase the game. The money got taken from their credit card but is stuck on a pending status. After a few days the money will be automatically be returned to the owner of the credit card with the note that NCsoft/Anet has rejected the payment. Right at this moment Anet thinks the player is making a chargeback and bans the account, while the mistake was on their side by not accepting the payments made. (( I will see if I can talk to my bf to get some confirmations from the bank etc and see if he as well got the money back, Last time we checked the payment was “successful” though.))

Also lol, I just got infracted for having 1 ‘off topic post’ in the process of helping others in which I stated that I had the same issue in case he needed more information. Nice way to add up to the player frustration by giving them useless infractions aside from having close to zero service. Literally aside from you Gaile, nobody seems to care about what happens and seem to like to add some oil to the fire. It really is getting too crazy for words..

Gepetto.5402:

fachet.7831:

fachet.7831:

Account Issues.. why???

Ticket: 121113-002542
Ticket: 121113-002560

help please:
1 – 2 days ago I bought the digital license
2 – yesterday I finished downloading and installing GW2
3 – last night I played for 1/2 hours

now I try to login and find the account suspended (“Account Issues”).
error: 45:6:3:2114.

I do not understand why, does anyone know tell me?
What can I do besides opening the ticket already mentioned here above?

thanks for any help

First: Don’t open 2 tickets, just update 1 of them with the infos from the other
Second: Why? No one here knows ;-)

To answer the Why question. It seems like they have/had some issues with their own payment system by purchasing the game through the site. Now it’s claiming that the purchases done through the site are “Fraudulent”. that’s the issue he’s having as well. o.o

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

Your support account and your in-game account are 2 separate accounts. If you’re terminated in game you will still have a separate support account.

Shadaka.1978:

If your having that much lag, the only suggestion is getting an upgraded graphics card. Depending on how old your system is, it could be a proccesor issue,or even a motherboard capacity.

I would start with a better graphics card first.

There’s a difference between graphics lag and connection lag aka ping. The ‘delay’ he’s talking about is most of the time network related and not graphic related. Even if it was his hardware…. You shouldn’t jump to conclusions and get a better graphic card right away. Graphic lag can be caused by a lot more things than just your graphic card.

Kurt.5973:

Anyone who is suspended for fraud issue that bought from gw2 website directly.did your issue resolve ?

Only one person in the last 29+ pages.

I very much hope and assume that this is why they’re indeed gonna do some maintenance. I’ve also been accused of the fraud thing while I bought the game from their own site. The money is off the CC but it’s still “Fraudulent” according to ArenaNet. I’ve been banned for nearly 7 days now. Had the game for about 9-10 days in total.

Support site was down for a few minutes a few hours ago. Should work fine now yes.