Guild Wars 2

Hi guys, I’m one of those players who got suspended for using a “fraudulent” credit card. I submitted a ticket and got a response that says:

Hello,

The Guild Wars 2 Serial Code that you registered was a North American code originally purchased from our website https://buy.guildwars2.com/. This purchase was made using a stolen credit/debit card or PayPal® account and was thus flagged as a fraudulent charge. Your game account was banned as a result of the fraudulent purchase.

At this time, we have reviewed your account and have decided to release the account to you. The serial code has been permanently disabled as a result of the purchase using a fraudulent credit or debit card or stolen PayPal account.

I would suggest contacting the seller from whom you purchased the code for a full refund, as they sold you a code that was purchased fraudulently. I would not accept a replacement code, as it will likely be another stolen code.

In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account. To ensure this does not happen in the future, please purchase the game from one of our authorized retail partners https://buy.guildwars2.com/retailers or purchase directly from our website https://buy.guildwars2.com/.

NOTE: Since your game account was created using a North American serial code, it was created as a North American account. This means that you may have to use your new, European serial code to create a new game account.

Regards,
[GM] Kirito
NCsoft Payment Review

So I purchased a new serial code like they said, and tried applying the serial code to my account. This is how I did it:
1. I went to https://register.guildwars2.com and entered my serial code
2. I selected “Yes” when they asked my “Do you have a guild wars account?” This is my account that was suspended before but got released
3. I filled in the necessary information

However, I got a message saying that “The serial code has already been applied to your account.” Which is impossible since I haven’t used my serial code before at all.

Is there another way to apply my new serial code? Am I doing it wrong? Why am I getting the error message that the serial code is already being used by my account when I never used it before?

It does indeed look like the November 2nd maintenance screwed up something with their payment system, since so many people had their accounts suspended after that maintenance.

I really do hope this maintenance solves this issue.
Really wish someone would make an official statement on whether this issue is being worked on or not though. It sucks to have no idea what is going on, just waiting for days.

Hi Gaile, as always appreciate your work here on the forum. I have a question: if we receive the following email

Hello,

The Guild Wars 2 Serial Code used to create your Guild Wars 2 game account was initially purchased from our site fraudulently. The alleged “buyer” had used stolen credentials then sold or transferred that account to you.

This resulted in the serial code and game account to be permanently closed.

If you purchased this serial code from a website other than www.guildwars2.com we recommend contacting the unauthorized reseller from whom you purchased the serial code for a full refund.

While this fraudulently purchased account is closed, we encourage you to buy an official physical retail copy from an authorized seller or digital serial code at http://buy.guildwars2.com.

Unfortunately, there is no further assistance we can provide for this issue.

Regards,
Steve S.
NCsoft Payment Review

Does that mean our cases will not be further investigated?
It says in the email that "there is no further assistance we can provide for this issue. Does that mean we will have to file a new ticket for support to take a look at our accounts and determine if we are indeed fraudulent purchasers? I’m confused, help me out here

You aren’t alone, there seem to be tons of people who are experiencing the same issue with the exact same reply you got from Steve. Hopefully ANet can figure things out

Hi Gaile, I’m having the same problem where I purchased the game on your official website but was accused of being a fraudulent buyer. Here are the information you asked for:
1. Date of Purchase: November 2nd
2. Yes I have indeed bought the game from your official website, with my own credit card
3. I called my credit card company. They authorized the payment, but they told me that NCSoft rejected my payment. Thus I was not charged for the game.
4. I haven’t been charged.
5. ticket number is 121109-000393

Thanks everyone, and especially Ymindalor for telling me what exactly I need to write on the thread. I really appreciate your help!

First things first.
1. I bought the game from the official store right here.
2. I used my own credit card, and used the serial code for myself only.
3. Nobody bought the game for me, I am the purchaser/player of my account.

I purchased guild wars 2 on November 2nd on the official website with my own credit card, and it was fine for about a week. However, a few days ago (November 8th) I got an error saying my account was suspended. I submitted a ticket, and today I got a response saying:

Hello,

The Guild Wars 2 Serial Code used to create your Guild Wars 2 game account was initially purchased from our site fraudulently. The alleged “buyer” had used stolen credentials then sold or transferred that account to you.

This resulted in the serial code and game account to be permanently closed.

If you purchased this serial code from a website other than www.guildwars2.com we recommend contacting the unauthorized reseller from whom you purchased the serial code for a full refund.

While this fraudulently purchased account is closed, we encourage you to buy an official physical retail copy from an authorized seller or digital serial code at http://buy.guildwars2.com.

Unfortunately, there is no further assistance we can provide for this issue.

P.S. ticket number is 121109-000393

Looks like the payment team is accusing me of purchasing guild wars 2 from an illegal merchandise, which is pretty senseless because I purchased the game myself (not through anyone else) from your own official website. Not to mention the fact that the credit card is my own, and there hasn’t been a problem using it til this day.

I really want to know what is going on, since none of the accusations above seem to make any sense to me. Meanwhile, I did purchase another digital serial code from your official website (YET AGAIN) with my paypal this time (with a different card).

Here is what I want.
1. Please tell me what is happening
2. I want my character back. I spent a week leveling up my character, and I don’t want to start from scratch. I already bought another digital copy of this game, and made a new account from it as well. Is there any way I can get my old character merged into this new account?