“Response Via Email (Tim) 09/06/2012 05:58 PM
Hello,
Thank you for your interest in Guild Wars 2 and your continued patience!
This is an automated broadcast message being sent to all customers with open support requests relating to their Guild Wars 2 Serial Codes. PLEASE READ THIS MESSAGE IN FULL as it is designed to dramatically cut down the long wait times for all customers, resolve several of the more common issues, and eliminate the need for sending multiple replies before we are able to fully resolve your issue. In many cases we will still need certain information from you before we can fully resolve your issue.
If the following items do not relate to the reason why you have contacted us or does not resolve your issue, do not worry, we will still be assisting you as quickly as possible but YOU WILL NEED TO REPLY TO THIS MESSAGE FOR FURTHER ASSISTANCE or your ticket may be closed.
Serial Code, Registration, or Pre-purchase Issues:
-“Serial Code Overlap”: This is typically caused by applying a serial code to an account that already has identical game features associated to it. Generally this is caused by having had a refund for a previous order and trying to register your new serial code to the same account. The fastest way to resolve this will be to provide the serial code you are trying to register as well as the serial code that you originally used to create your account. If you purchased your original serial code from buy.GuildWars2.com, in place of your serial code we can also use the last 4 digits of your credit card and your billing zip code, the order number that relates to your purchase, or if purchased through PayPal® the invoice ID that relates to your order. If you have not yet provided this information, please update your ticket to include this information.
-“Serial Code in use”: The most common cause of this error is double clicking the submit button when registering your serial code at register.GuildWars2.com which in turn attempts to register your serial code twice. if you have received this error, please first try logging into the game, or to your account at https://account.guildwars2.com. If you are unable to log into the game or to your account, please update your support request with the following information:
o Your 25-digit Guild Wars 2 Serial Code
o The name of the retailer from which the serial code was purchased.
o An image of your receipt and serial code insert
- “Error 9”: This error relates to trying to log into an account that is flagged as a prepurchase or preorder account and needs a full a retail serial in order to gain game access. If you have received this error, please contact, or return to the retailer from which you prepurchased or preordered the game to obtain your retail serial code. Once your serial code is obtained, register your serial code to your existing account at register.GuildWars2.com to resolve your issue.
- “Error 122” – This error indicates that the serial code or account that you are trying to access has been disabled. If you are receiving this error, please update your support ticket with the 25-digit serial code that you used to register your account and we will reply as quickly as possible.
- “Invalid Serial Code” – This issue should be resolved. If you are still receiving this error we need to be sure that you are following the registrations steps correctly.
o First Be sure you are going here to register your serial code: https://register.guildwars2.com/. NOTE: if you are trying to register your Guild Wars 2 serial code from your NCSoft master account, stop. You will get an error that your serial code is invalid. You must go to the Guild Wars 2 registration site to register your serial code. If you are still receiving this error after checking the following items, please provide your 25-digit serial code and the e-mail address that you are trying to register your code to.
- If you registered your retail serial code to the wrong prepurchase or prepurchase account, or you have created a new account in error. Please update your ticket and provide the 25-digit serial code that you registered in error.
- If you need a copy of your purchase receipt. You should have been able to register without this information. If you still need a copy of your receipt please provide the last 4 digits of your credit card and your billing zip code used for your purchase, the order number that relates to your purchase, or if purchased through PayPal® the invoice ID that relates to your order. If you have not yet provided this information, please update your ticket to include this information.
- For all other trouble with registering your serial code, if you have not yet done so, please be to update your ticket and provide your 25 digit serial code as well the e-mail address that you are trying to register with, or have registered with.
Just in case any of you didn’t get this mass email response. Here it is.
