Guild Wars 2

Phokal.7539:

I’m seeing the same behavior. I just switched phones and can’t re-setup my authenticator.

Phokal did you by any chance save the QR code or the special code when you linked your authenticator? You can do this by taking a screenshot or your screen crop it and save the picture and print it out as an extra security this way if you lose the app or switch phones all you gotta do is rescan or type in the special code into your new phone and voila authenticator now works with the new phone I STRONGLY recommend players to UNLINK their authenticators and RELINK it and save this information and KEEP IT SECURE AND PRIVATE. It might save you a ton of headaches

Gaile Gray.6029:

Definitely this is a bug, and we thank you for posting to make us more clearly aware of it. You’re responding to the ticket in the new system, rather than the ticket in the old system. Both should work, but there’s a glitch, so that’s why the system keeps spewing out the auto-response. And hey, did you hear we transitioned to a new support system?

Anyway, an agent is merging right now, and we’ll be sure that we follow your instructions and answer your questions very soon. BTW, no action will be taken in regards your question. The original agent misunderstood the question, and was offering you a service that I can see you didn’t request. No worries! The answer to your question is that we do not auto-close inactive accounts.

Gaile thank you for the answer to my question about the auto-close of an account I just sent out again my reply and did not entirely read your post and did not see you answered my question I apologize for that (I was in the process of cleaning the roof of my house haha) but hopefully I’ll get a response in which I already know the answer but at least I will know the system is working.

Thanks again!

Awesome when I get home I will try to send the reply again hopefully it’ll work!

Thank you Gaile! I really appreciate your help

This is the reply part that is in the email the agent responded with

I have sent the original request through the new system the email that the agent responded had a reply line I will attach a second picture to be clear

Thank you Gaile my ticket number is #10192

Again, I am not replying to the automated message

Ok but is support receiving the reply that I’m sending? I received a response by an agent an I’m trying to give him some more information so I’m replying to the email he sent me and after i send my reply I get that information email I just don’t know if my reply is getting received

ShiningSquirrel.3751:

That email is an auto generated email for informational purposes only. It’s just to make sure players know about the new email system. You should not try to reply to that one as it has nothing to do with your ticket. When support actually responds to your ticket, that is the email you would respond to.

I am not replying to the auto generated email I am replying to the email a agent sends me and when I reply to the agents email the email in the picture is what is emailed to me

I’ve requested some information through the new support system and when I tried to reply to the email after I got a response I get an email saying that gw2 support uses a new support system and tells me to make a new request and it lists the links. On the email which I am trying to respond to it says to add more information simply reply to this email and there is a grey color sentence that says to “type your reply above this line” just seems that it doesn’t matter where I type it sends me that email of the new support system I have tried many combinations to type and send but to no avail. Does anyone have a suggestion that I can try? Maybe someone had found the solution.

I have posted a picture of the email that it sends me

Thanks guys!

Sir Zantius Alatso.4952:

I have submitted two tickets about questions about the game (both questions different) through the new support system and it says after I submit it that it was updated and it gives a number and that’s it I don’t get a confirmation email about them receiving my email and that it’s waiting to be reviewed or anything. Is this normal? Are they simply too busy or are they not getting my requests?

Sorry guys I completely forgot to check my junk folder there indeed I found my confirmation I apologize

I have submitted two tickets about questions about the game (both questions different) through the new support system and it says after I submit it that it was updated and it gives a number and that’s it I don’t get a confirmation email about them receiving my email and that it’s waiting to be reviewed or anything. Is this normal? Are they simply too busy or are they not getting my requests?

Inculpatus cedo.9234:

You may have to be a member of the forum for a bit before you can send PMs. I would imagine this is in place to discourage the gold-sellers. I am not sure, just a guess.

Could be brother, i just created my account 2 days ago doubt there’s a serious issue just trying to do everything right to not have any problems.

An Error Prevented Saving:
Due to spam control, you must wait until 2 days from now and then you can send a private message.

Very first PM that I try to send I get this error how? Tried sending my self another and I get the same error

gassy.8975:

I had the same problems. Authenticator wasn’t working, and the button to unlink it was greyed out.

I gave up on using the authenticator and just went to email authentication instead, and I had get support to unlink it for me (twice).

So gw2 support actually helped in unlinking it? I use the mobile authenticator and it is working well for me my only concern is of I lose my phone or anything happens I can contact support and have them unlink it I also have the greyed out button did u have any problems having them unlink it?

David, I don’t think it’s because you updated your phone I am having the same problem and I haven’t done no updates. The authenticator is working fine but the button is greyed out if you lost your settings in your google authenticator simply go the the app and “add a new authenticator” and reapply the secret code or rescan the qr code you got when you first linked the authenticator and you should be able to have it back (only will work if you wrote down your secret code and/or saved the QR code) hope this helps brother

ok i tried on a different browser and no changes at all

uh no that i have not tried but i have used multiple computers (all authenticated)

hmmm it is still in beta phase maybe a lot of people arent using it i hope a GM or Customer support person will shine some light on this issue or any player more familiar with the mobile authenticator

sorry i didnt see you second part there but i have seen another thread where the person is having the same issue is this happening to all?

yes i understand that but thats the answer to this question right here off of the support section of guildwars2.com “What should I do if I lose or want to unlink the mobile device linked to my account?” the key words here is “if i lose”

hello fellow players

i have a question for you guys

i am new to Guild Wars 2 and if this topic has been answered please forgive me. well to the subject:

I Linked my account with the 2 step authentication via mobile code but my only concern was if i lose my mobile device how will i unlink the authenticator from my account? well I read that if you go through the account recovery section after providing your serial code and account name there are two big red buttons you can push one is to change password the other is to unlink the authenticator although this button to unlink the authenticator instead of being red it is white/grey and there is no way to click on the button. is this happening to you guys out there? is it a Arenanet extra security or maybe an option that is being removed?

Thanks