Guild Wars 2

Ok, next problem.

New account key has been added (purchased from an official retailer), but naturally her account is still suspended so she can’t get into the game. What do we do now?

Thank you Gaile for that answer!

I can’t tell you how immensely relieved I am at the moment, the only thing I’d hope is that Support could have told us that little tidbit of info in their answer, so I wouldn’t have made an kitten out of myself and wouldn’t been such a pest about this issue.

Off to fight another battle with the reseller, then.

Thank you again Gaile. You rock.

-SB-

Or it might be that you’re next accused of credit card fraud, like my wife, without ever doing anything wrong.

You can never know. Same Error Code and a week later we’re still waiting for support to clear this thing up.

And sorry Gaile for popping up and commenting on this, but at this point I’m furious about this whole mess this thing has turned out to be.

-SB-

I hope that this thread means that my wife’s situation can be remedied.
It’s obvious at this point that her account was hacked and that the hacker tried to use stolen credit card data to purchace goods from either A-net’s site or through the game and thus resulting in her account getting banned and her being banned from the forums, too.

I do hope her ticket gets re-reviewed and the situation righted, since we’d love to keep playing GW2. And yes, since we had lot’s of free time during the weekend, I ran a thorough check on her system with several anti-virus and malware removal softwares, with nothing being found. She also went and changed her passwords to pretty much everywhere, just in case.

Her ticket number is 121016-002257.

Gaile, if you could comment anything on her situation, I’d be so delighted.

Thanks,

-JW-

Not only my wife is wrongly banned, she’s also indirectly accused of credit card fraud. And this after owning and playing GW2 for a total of six days, I might add.

I really hope the Arena Net support is looking through all that is happening and I really hope that they realize just how much damage to PR these false accusations are causing. Just opening the wrongly banned accounts really doesn’t cut it at this point, a formal apology should be required at this point. At the minimum.

Edit:

And I’m still posting about her case here since, naturally, she herself can’t, being closed off from the game and forums.

Hi. I know that I’m breaching CoC when I’m posting on behalf of another person who’s account is suspended. The person in question is my wife, and I’m doing this since apparently she’s also been blocked from the forums, since when she tried to log here the system tells her that she can’t do that since she has no access to GW2.

The account is Jangsara.4350 and the support ticket number is 121016-002257.

Her account was suspended on last tuesday (16th) for unknown reason, so far all response she’s had from support has been two messages that told her that her ticket has been transferred twice, once to a senior support person and then again to payment section.

At this point I won’t hope that the issue will be resolved before the weekend, but it would nice to at least hear from somebody who could explain what has happened and what the reason for the suspension is. Naturally if it would be in any way possible to resolve the situation before the weekend so she could continue playing would be marvellous, but like I said I won’t hold my breath waiting for that to happen.

Thanks and apologies.

-616-

My wife might actually be in the same situation with Nightwatch. She got an authorization e-mail tuesday morning, somebody from China had tried to get into her account. She changed her password immediately and we played for a few hours during the day.

Later during the evening we decided to level her character some more but couldn’t since her account was suspended. No explanations, no warnings, nothing. So far her support request has been forwarded twice, first to senior support person and then straight onwards to… payment if I remember correctly.

I just wish somebody would be kind enough to tell us what the heck happened.