Guild Wars 2

Hiya! Do you have a ticket number I can take a look at?

Inculpatus cedo.9234:

Dinks.2478:

Inculpatus cedo.9234:

I don’t believe the ‘whole account’ is lost when refunding only Heart of Thorns. (They really should update the Knowledge Base.) Many have received refunds without losing their Core game account.

But, as stated above, having used the Gems may invalidate any possible refunds.

You can always contact the CS Team and ask.

Good luck.

They’ve already stated that the only way to refund HoT is to disable the whole account….

Here’s one example of a HoT refund without losing the core game:

https://forum-en.gw2archive.eu/forum/game/hot/Refund-for-Expansion-Thank-you-forums/first#post5649402

This is correct. We should not be terminating your account for HoT refunds. You will lose any paid access features (i.e. You may go back to PFF if that was your game status before upgrading). If you request a refund FOR HEART OF THORNS and they respond with a “you acknowledge that your account will be terminated” please ask for a supervisor.

(Chargebacks are always terminated; no matter what portion you’ve placed the chargeback on).

And just like that; AT&T gave an all clear. Thanks for your patience!

This is being worked on. =)

My understanding is that you will get your SMS, just with a delay.

“it’s best to be careful while AFKing”

There’s no need to be careful. The criteria between game mechanics and automation are very clear and we can easily tell the difference.

Xulie.6201:

(sorry in advance to those of you tired of these threads)

We thank you for your patience. While this isn’t an outright bannable offense, it’s best to be careful while AFKing on your Reaper as sometimes a false flag occurs. While I can’t guarantee or deny if this might happen again in the future it’s always best to be mindful of the Rule of Conduct and also the Breaches & Outcomes.

This is a mistake; and is being addressed (with haste).

DoctorDing.5890:

Surely using auto-cast while AFK is unattended gameplay ????

Yes. I’ve shot a mean glance his way.

But again: “Pet Kills & Macro Looting Excepted”

Edit – We’re going to monitor this for a while; our meeting is coming up.

Sirsquishy; your case has nothing to do with the afk pet issue. So; thus far I have seen no accounts suspended for taking advantage of this design feature.

sirsquishy.2619:

Michael Henninger.7451:

sirsquishy.8531:

Anet’s Repsonse – If your pets are doing the killing and your mastery is doing the looting; you’re okay as far as GMs are concerned. This does not mean design can’t/won’t/should/shouldn’t update the system as it works today.

https://forum-en.gw2archive.eu/forum/game/gw2/Ranger-Pet-Botting/page/3#post6093187

This remains true. We (Design and Support) are meeting to discuss whether a change should be made. Hang tight. In the meantime; come WvW with me?

so my accounts that I play on are suspended for another 12 days…else I would. Unless you wanna do something about that :-)

In your meeting can you be sure that the following 3 things are discussed?

1. Fixing Auto Loot so that the AFK timer is not reset
2. adding in a Auto Loot Hot key that we can bind with
3. adding in an in game warning about using Auto Loot to auto play the game while AFK and how its against the TOS/EULA.

I did pass this through another Channel (one of my tickets) but since you are having a meeting, figured I would touch on it here and ask for you to make sure it gets brought up. as it is a hot issue :-)

Can you toss me a ticket number so I can look at your feedback? I also want to look at your suspensions and make sure that ALL of my GMs are understanding how we’re handling this particular situation.

“Rogue GM”.

They can’t post here. Only myself and my Sr. GMs (read: experts of a given area of support) can post.

One more point that game security just brought up:

While your pet is auto-attacking your avatar should be in NO WAY attacking or casting any skill.

TL;DR: If you’re AFK; your avatar should be idle.

I’ll further clarify.

You are in no way allowed to use a third party program or script to accomplish this part: “your pets are doing the killing and your mastery is doing the looting”.

If a GM moves you or speaks to you and you don’t respond – then you are partaking in unattended gameplay and may have your account warned/suspended/terminated (depends on how many violations the account had previously). Pet Kills & Macro Looting Excepted

Game Security GMs are trained to remove afk players that are interacting with the game, environment, or other players from the game. Pet Kills & Macro Looting Excepted

Game Support GMs are trained to handle such appeals while being acutely aware of why/how Game Security is handling accounts. Pet Kills & Macro Looting Excepted

sirsquishy.8531:

Anet’s Repsonse – If your pets are doing the killing and your mastery is doing the looting; you’re okay as far as GMs are concerned. This does not mean design can’t/won’t/should/shouldn’t update the system as it works today.

https://forum-en.gw2archive.eu/forum/game/gw2/Ranger-Pet-Botting/page/3#post6093187

This remains true. We (Design and Support) are meeting to discuss whether a change should be made. Hang tight. In the meantime; come WvW with me?

EphemeralWallaby.7643:

Tl;dr intentional mechanics that allow pet kills to give experience and loot =/= permission to afk farm.

This is absolutely correct.

If your pets are doing the killing and your mastery is doing the looting; you’re okay as far as GMs are concerned. This does not mean design can’t/won’t/should/shouldn’t update the system as it works today.

This is allowed behavior; as it was designed to function that way.

In case we can’t get the OP link updated; I’ll confirm here that http://www.sheriffsauer.com is legit.

Source:
https://www.reddit.com/r/Guildwars2/comments/48av5d/i_stopped_playing_guild_wars_2_anyone_wishes_to/
https://www.reddit.com/r/Guildwars2/comments/48s1pj/greetings_i_took_over_wolfineers_work/

So, time for a dose of honesty.

This account was blocked because both the display name and character names are obviously disallowed. The account also has chat showing repeated use of “Sig Heil”.

At the time of the block, the account was free-to-play and it is our policy to block ‘troll accounts’. The account has since been upgraded and is being allowed name changes in exchange for returned game access.

Display names can break when we change them which is why we always advise that it may happen. Emphasis on may, might, could, chance.

It’s rare; but it’s a pain in the kitten for players when it happens.

In this case; I’d absolutely take up the offer to change it. Being known as a serial code occasionally is better than always.

efilnikufesin.7908:

i am getting an error that i have been suspended from this account when i try to submit a ticket. i can still log in and play the game as usual but i have not received any responses to bug reports i have made regarding mastery points. what is this about, and why was my first post here deleted regarding this issue? really need some help. please respond

You can submit now. =)

It looks like your email was compromised in the past and it hit our spam threshold which blocks access.

Upvote and ^5 for Khezekiah-Bellamy-5016

Bruno.3812:

they didn’t give the gold back.

I am they. I assure you; I did. =)

Hey guys; Chris is out for the week but I’ve been looking at this and the bottom line is that this was a single incident that was mishandled when we removed the gold before looking deeper into the account’s behavior.

We made things right with the player because it is not our desire to punish someone who clearly took advantage of a buyer who didn’t check their source. They did not engage in RMT activity and should not have had their gold removed which is why we gave it back.

On the other hand when this happens – An account buys something worthless for a large sum – it is almost always RMT activity but it still falls on mine and Chris’ teams to investigate the account before removing the gold.

If you (as players) engage in fair gameplay you should feel confident that neither CS nor GS are aiming to take action on your account – but we make mistakes. If we do; reach out and we’ll fix it. You all know me well enough by now to know I’m going to do right by you.

Proheals has been with me for years but in an effort to separate my personal social presence and that of work I’ve moved into a new GM Name. You’ll now see me running around as GM Delicious Intent. My reddit postings will soon come from a new account.

I have a few alts; but the display name is below if you want to say hello. =)

thunderdownunder.5092:

My Support Ticket (#2008478)

First i need to start of by saying that this isn’t really an issue that I’ve seen come up in the past. I’ve had people tell me about past cases of accounts being compromised and the problems a lot of people had because of Digital River a while ago, but this seemingly isn’t one of those cases.

What happened was, i got Heart of Thorns and some gems as a gift at the end of October (about the 28th or so). I played for a week and then my PC died so i went 6 weeks without access to GW2. When i finally came back i found out my account was banned due to a chargeback. Now this is where my case differs from others. Long story short, after a string of blunt and unhelpful emails from Customer Support and multiple phone calls to the bank i came across what seems to be the cause of the problem. Our bank took it upon themselves to cancel the card that was used for the purchase of HoT (which took place at least a full week after the purchase), and the cancellation automatically charged back the purchase(s).

The thing that is bothering me is that Customer “Support” kept specifically saying that it doesn’t matter that i didn’t do anything wrong, something was done and my account pays the price.

That is uncalled for. As a loyal customer for three long years, it should matter to ArenaNet that i have done nothing against their policies yet I’m still suffering the penalties that come with such action. I’ve offered to pay back the money, purchase everything again including HoT and apply the new serial code to my account, to use a new credit card for any purchases so that it’s a clean slate, I even asked if it was possible to have my progress transferred to a new account. But i kept getting the exact same emails over and over again saying that absolutely none of those solutions are possible and that i just have to suck it up and start from scratch because they don’t care that it wasn’t me who did this.

That is just plain wrong. Did i miss the warning somewhere letting me know that i can be punished for the actions of any third party? I assume there is no such warning because accounts that are compromised by a third party get reactivated for the account holder all the time. And so did accounts that had a history of a charge back due to the issues with Digital River (another third party). So is there a list of third parties who’s actions ArenaNet customers can be punished for? And which third parties are the exception to the rule?

I would just like to know how this can be justified and why I’m allowed to be treated like i don’t matter, regardless of how much of a loyal customer i have been for three years.

I’m looking at this; something seems wrong here. Hang tight.

Hey guys. I’m looking at these but they take a lot of time. I know it’s not what you want to hear but I’ll get to your case as soon as I can.

A lot of these ‘false positives’ are not false – they’re due to account sharing. Account sharing is bad. It makes you look guilty of things someone else did.

If you are innocent; you will play again. I’ll work all weekend if I have to.

Just to follow up; the new codes have all been sent. If you were somehow missed please follow up with CS so we can take a look and get you into Tyria asap.

We did have a batch of bad codes generate last night.

Those impacted will get new codes via e-mail today. You may also contact support; but do keep in mind our billing team is very busy due to HoT and responses will take longer than usual.

I am looking into reports of bonus items not sending correctly.

Hi everyone!

Long story short is that display names weren’t designed in a way that allows them to be changed without causing a potential (and significant) batch of problems on the account so we (support) only do them when we reeeeally need to.

Ragner Angel.3690:

Yep, posted 13 days ago. And there have been no staff replies in that thread for 18 days so I figured I’d try my luck here.

The account looks compromised. I’d suggest she create a new ticket so that we can help secure the account.

Unblocked and the policy is being corrected as a write this. Many apologies. =D

So, I started looking into this via a PM from the OP this morning (8am PST). I found their account was terminated errantly and then noticed more people with this issue. It’s gonna take a few to right this but I’m on it.

*Edit: Not the OP that PM’d me. A 3rd case. #whoops

Avraham.8504:

My situation is like yours but a bit worse. It didn’t help that I messed up at first:

Current Ticket #: 1664808

On Saturday July 18th, I pre-purchased the expansion. Unfortunately, in my excitement I registered a new account. When I realized my mistake, I contacted support.(ticket# 1655531). On Sunday, July 19th, GM Josh responded and per my request, and cancelled my order.
I then attempted to re-purchase the expansion via the in game client. After three failed attempts, I gave up and purchased the expansion through the Guild Wars 2 website. I purchased the $100 package successfully. I logged into the game, played for a bit and used my new gems to purchase a few items.

On Monday, July 20th, I came home from work to find my account as suspend. I submitted a request for support (# 1660274). GM Maynard responded that he was transferring me to the Payments Department. When asked, GM Maynard would not explain why my account was suspended.

GM Ironborne, whom I assume is from the Payments Department, responded they needed more information. They asked for details I had already provided (which I submitted again). When pressed, GM Ironborne also would not explain why my account was suspended.

On Wednesday, with still no resolution, I sent another message, demanding an explanation.

On Thursday (July 23rd) GM Archersbane responded with the following:

“After manually reviewing your purchase attempts, I see that our payment processor found they are displaying characteristics that are commonly found to be associated with high risk transactions. For that reason, your purchase attempts have been determined to be high risk by our payment processor and you will be unable to complete your purchase at this time.The only suggestions we may offer at this time is for you to attempt your purchase at a later date or to locate another authorized retailer who has the game available for purchase. You may view a list of our authorized retailers at: https://www.guildwars2.com/en/retailers.”

I checked my C.C. statement and the purchase of the expansion was refunded (both of them). However, I am still locked out of my account (It’s listed as suspended still) and I do not know if/how I can pre-purchase the expansion?!

I got the automated response to my latest ticket and then I got another response that my case was being forwarded…. to the purchase department sigh. I have no idea if/when they will unfreeze my account. After reading some messages on these boards I’m less hopeful. I understand why they don’t have a call center but I really wish they would provide better service in situations like these. I’ll update if I’m able to get my account back. If I do, I plan on using a different credit card, lol.

I’m looking at this right now. I think I found an oops; must fix! Hang tight.

It’s most definitely the content of your chat, not individual words. Filters are for people who don’t care to see the word; not for detecting inappropriate subject matter.

telimo.7201:

Michael Henninger.7451:

Neural.1824:

I don’t see a red tag on your name.

I’ve got one!!

You should block the account and then make no further attempt to interact with them directly or through a 3rd party (i.e. having a friend send an in-game mail).

If they continue to harass you submit a support ticket with as much detail as you can provide.

But this is no solution if a person put you on friend or blocklist and always knows when and where you are online. Why I’m not being displayed for a blocked person as always offline? The blocked person could not see my online status and also not the place where I am. Please change this

I agree that this is in need of a fix and we’ve asked for one. In the meantime; let me hunt ’em down for you. >=)

Neural.1824:

I don’t see a red tag on your name.

I’ve got one!!

You should block the account and then make no further attempt to interact with them directly or through a 3rd party (i.e. having a friend send an in-game mail).

If they continue to harass you submit a support ticket with as much detail as you can provide.

I’ll clarify. I watched the GvGs. Only my second night so it still looks like 2 blobs smashing into each other but it sounds amazing when you can listen in on their comms. (Twitch). Regardless, some people love it and I like seeing players use the arena constructively.

I personally support that 100%.

globe.7238:

http://www.youtube.com/watch?v=std87NqSiq0

For your viewing pleasure

Globe, is this your recording? I need to ID the toon taking hits in the capture.

Did GvG last night, and then Mag and FA. YB for a very short stint.

OMGimAnoobLOLOL.4730:

Thanks for coming out to OS for the GvG support. The number of spectators were insane, I even had a queue to get in and play! I’m not the voice of the GvG community but it seemed to mean a lot to us to see some Anet representation there.

Simply standing there swapping servers was blowing people’s minds. Good times!

I had a blast last night. That was a fun event to be sure. I’ll be back for more!

Kitiara.2706:

Well Hmmm, you only played with us one night. Miss you. (And you know, you arent allowed to work when you play with us )

And I totally appreciate that. It’s nice to just wreck faces on occasion.

Herr der Friedhoefe.2490:

As much as that’s a really nice offer I think I would rather see you in-game in your official capacity.

I’m there everyday but we all need play time, yeah?

Tera GX.8149:

Plenty of cool devs already come by Fort Aspenwood, and I don’t think I’ve seen you come by yet. Lawton came by as Helga. Devon is pretty much a regular as Citizen Snips. Even Gaile has been on FA a little bit.

Though in all honesty, I’d be just as happy to see you visit YB or SoS. I haven’t gotten to assassinate a dev yet. (Does the Anet tag show to enemies in WvW? I think I’ve never seen it on an enemy.)

Yes, the tag shows up if we are repping the guild. In fact, I got slaughtered on YB the other night. Pretty sure it was SoS doing the punishing. The tag is like a bullseye.

Where was I last night… erm? Ah, yes. FC. Pretty quiet over there but a good clean fighting squad there.

I probably won’t play on TC for a while as I was there on my play account for months; nor will I play on Maguuma with my GM as that’s my current play server (Toon: Engi; Madi Walker). (READ: I am NOT saying I won’t be working on those servers and continuing to monitor cheats).

Not sure where I’ll be tonight – Lego Worlds came out so, ya know. =)

Do you have poutine?

Rule #1 of Fight Club…

If you want me to come hang (not work) on your server lemme know here. I’ll swing in and hunt some folks with ya.

kokiman.2364:

https://forum-en.gw2archive.eu/forum/game/wuv/Where-the-Matchup-Threads-at

If you have trouble with the search function on the forums you can use google for looking through the website. To find that thread for example I used “site: https://forum-en.gw2archive.eu matchup thread”

Thanks for the link. I’ve requested a sticky. How are newcomers to the thread supposed to know? I made an oops! Thanks for helping me fix it.

=D

rhapsody.3615:

You should come hang with us down in the slums of rank 21… We made a comeback on Wednesday to take second place and then suddenly had someone doing stuff like building 10 golems in out garrison while it was being attacked. I wasn’t online at the time, but I know a few people reported them.

I don’t think I have ever seen an Anet tag on FC or the servers we fight.

I’ll drop in later today. =)

lol. If this would get me fired…. oh boy.

>.> Did I do that?

Title ‘fixed’. I still don’t see the rule. Halp!