I believe they have stopped offering free transfers because they have guesting up and running (You can do PvE together but not WvW not sure about SPvP). I think you could still transfer servers but now there will be a fee.
You will want to click the support tab near the top on the left next to the forum tab. From there you will be able to create a ticket and they will be able to help you with your problem just explain everything in the ticket and provide as much information as possible. I am sure it will be resolved shortly after you submit the ticket. Good Luck Sir hope you get your account back online soon.
In fact the “suspension” is 72 hours. And any problem with bans and suspensions are to be directed at support. Putting it up on the forum, won’t help. It only serves to violate other rules as well, because you start discussions about decisions from support.
I am not sure if he was aware about submitting a ticket so that is why he posted his situation on the forums. He has recently made a ticket so hopefully customer support will respond. Its all good no worries.
Thanks, but I’m going to try to at least fight for my case. On a positive note, 3 days without GW2 would be good for me lol.
I can understand that I tried and now I am just enjoying the time off. Just wanted to warn you people can be very sensitive to this type of thread I have actually gotten a few PM’s from angry people. Hopefully that doesn’t happen to you. I hope you enjoy the time away like you said it might be a good thing lol. I still got 26 hours to go so I am getting close to returning. Just curious what class do you prefer? My main was a Necro but I find them underpowered compared to most classes.
Today I have been banned for 71 hours for, “use of an unacceptable name in violation of the User Agreement and Rules of Conduct.” I am posting because I do not believe my name violated the RoC and believe I should instead have a name change. In my defense, I had already had to change the name on one of my alternative characters and wasn’t banned for having the name that I had. Instead, I had received a name change, which would have been useful on my main as well. This character was made after I already had a similar name on my main. The name that I was banned for today was Sofa King Alpha. Though vulgar I do admit, this name does not violate the following:
Have offensive racial, ethnic, or national connotations.
Include hate speech or bigoted slurs
Reference sexual acts or real life violence.
Are pornographic.
Make inappropriate references to human anatomy or bodily functions.
Reference illegal drugs or activities.
Reference religious or historical figures.
Reference real-life people.
Reference names of copyrighted or trademarked characters, materials, or products.
Use misspellings or alternative spellings of names that violate any of the above rules.
I would appreciate if a moderator would take a second look at this ban and do whatever is necessary. Thank you for your time.
Good luck but odds are you are going to have to serve your sentence. I am telling you from experience just suck it up and wait the three days. When you log back on you will be allowed to change the name.
I think Michael has made a very useful suggestion. Can you give it a try (while keeping in mind that if it makes your refrigerator blow up, it’s not on us. )
Because you guys have no means of accessing our refrigerators… right?
Sadly, no.
You sure? Some of them now are wifi-enabled.
If they could that old prank phone call joke about your refrigerator running would be very funny since they could actually make it happen.
CaeIndru.9126 did the above solution work for you?
you could give it a few minutes perhaps the automated system is backed up. If you haven’t received the email after a good while perhaps resubmit your request. If all of that doesn’t work you could submit a ticket and the support team will contact you as soon as possible. Good luck
My account name was changed by someone at ArenaNet which is fine however I do not like what it was changed too. I wanted to know if I will be given a opportunity to change the account name? I Promise it will be clean and will follow all guide lines.
I use to work at a restaurant so I know how it works. My issue was very minor and personally I would have loved to discuss it in private but there customer support does not allow that (I made a ticket and still have not had a reply).
Your issue wasn’t very minor in my opinion.
IF you worked in a restaurant, than tell me what would you do if in elegant restaurant your client would undress and sit naked… would you take your time and talk him out of it… NO, cause it would gross out other clients…
Your: “Client is never wrong” gets trashed when there are more clients against him….
And offensive names are things that aren’t liked by many…
On the subject of false positives with bot-banning:
It would be better if there wouldn’t been any, but i prefer 1 false positive (that gets sorted out), than 10 unbanned botters.
That scenario does not compare. Something more accurate would be a customer using profanities loudly when they are seated around young children. If that happened you would simply go up to them and politely ask them to stop and then if they proceeded to use foul language you would refuse service to them which is well within the restaurants rights.
Onto your next point in my opinion I would rather those 10 botters go unbanned instead of 1 false positive. Is perfection attainable? Sadly no but I would rather a few botters skate by than banning innocent gamers.
Lethrface.2401 any word on your friends case status?
I know how you feel trust me but there is nothing you can do. ANet decides what names are ok and what names are not period. I am currently serving my suspension for my name and have tried my hardest to talk to ANet about it but they will not respond. My advice serve the sentence and change the name and don’t waste your time trying to get answers because ANet will not respond to you.
I just submitted a ticket I hope this works out well.
Now the only thing you can do is be patient. I hope you get a response soon so you can check out the other classes. I was working on my warrior but I am currently being delayed due to suspension. My main is a necro and they are fun but compared to other classes they are weak. Maybe one day we will get some attention from ANet and get a much needed buff. One can dream at least. Not sure what your main currently is but I hear thief’s are borderline OP (Its a matter of opinion) so if you haven’t rolled thief you should check it out.
I’m not sure if there is some kind of glitch with how Anet identifies and bans players for botting, but a long-standing guildmate of mine was wrongfully banned yesterday. I’ve gamed with this person for 12 years and know that she couldn’t possibly bot because she quite frankly doesn’t know how. She’s not particularly tech savy so the notion that she’s been banned for this would be somewhat amusing if it weren’t for the fact that the situation is pretty distressing for her.
Display name is miamor.3849
Incident number: 130208-000315
Hopefully this gets resolved quickly. From the looks of some other posts, it seems she isn’t the only one.
Sadly it is a ongoing issue ArenaNet is having right now. I think it is due to the algorithm they use to detect a bot. Hopefully you will get a response soon and you and your friend will be back to gaming in no time.
Forgive me for asking this but did you submit a ticket? If you have I would say posting on here is the next step if they have not responded to your ticket because your issue seems pretty game breaking to me. I have not heard about this issue before but I will check around considering I have free time on my hands
Instead of my tradition account name it shows my email address. Does it only look that way to each individual? Is there a way to change it back?
Are you talking about your account name being displayed in the guild window? If so they have said it is a bug. The good news is you are the only one who should be able to see it while everyone else should only be able to see your account name. If however your friends or guild members can see your email Anet said you should have them take a screen shot and send it in a big report. Hope that helps.
Razeil.3081 is still awaiting his perma ban being lifted if anyone can do something for him (not quite sure if this big stink we made had solved the issue or not but he was one of our guildies who was banned along with Falindae.6075). Any assistance from Anet and NCSoft, whoever may be watching, would be much appreciated. Thanks again guys.
Tugger: We are on Ehrmy Bay.
I don’t mind shouting if it brings light to the subject of your friend being banned when he was innocent plus I also have some spare time on my hands since my gaming schedule has been cleared lol (Thanks Anet I am enjoying the extra sunlight/snow day). I hope your friend gets his ban lifted soon.
Sucks we aren’t on the same server but perhaps we will run into each other in WvW and if that is the case I look forward to seeing you on the battlefield.
The customer is always right, until they are wrong. I’m sorry you broke a rule.
ps – Anet doesn’t sell food.
The way I learned it is “the customer is never wrong. Mislead, misinformed, or mistaken, but never wrong”
Tuggernutz – one major difference between GW2 and a restaurant is that people breaking the rules has an immediate negative impact on other customers. That and the setup doesn’t allow for real time interactions that well. But take it from me as someone who works in a restaurant – we WILL tell you no. We WILL tell you to suck it up and go elsewhere if you abuse our goodwill. I’ve even hung up on customers before. Not our normal thing but we only take so much before we write you off.
As far as XBox goes – I’ll be impressed at their customer service skills when a chargeback is no longer easier than removing a credit card from their billing section if you used it to subscribe to XBox live. Maybe it’s changed since then but I’ve never dealt with a subscription service that told me I could not remove my CC info while having an active but completely paid sub.
I use to work at a restaurant so I know how it works. My issue was very minor and personally I would have loved to discuss it in private but there customer support does not allow that (I made a ticket and still have not had a reply).
Xbox Customer support is better because you can actually call them. If I could have called ArenaNet I would not have had to resort to using a ticket/forum which is a very inefficient way of tacking care of paying customers.
Tuggernutz – And sorry for the grammar nut moment but:
There – location
Their – they own
(And not that I saw where it would be needed they’re – they are)
I am aware I was not using the proper grammar but I do thank you anyway for posting the difference’s. Honestly it was late I was tired/frustrated so I typed what flowed easier on the keyboard plus if it is on a forum I really don’t care if I misspell words or don’t use proper grammar. If I am at work I actually care and will make sure I haven’t made any errors.
I find it logical someone could be offended despite myself not being offended. Just be happy your account wasnt permanently banned and take your punishment as you get it.
My account was never gonna be permanently banned according to there user agreement but I understand what you are saying. Thank you very much for the links I will defiantly check them out. Still bummed I can’t call someone but live support would be the next best thing. Again Thank You I know you didn’t have to take the time to even look for links but you did and I very much appreciate it. Also I hope you and your friends are gaming again soon. Just curious what server are you on? Maybe we could WvW or run a dungeon sometime? I also have been dying to find a server that is WvW oriented but haven’t had much luck so far I am on Darkhaven
Dude, I would seriously consider deleting this thread. Not only can I see your e-mail address and password length, but I can also see you have an interesting taste of bookmarks…
In fact, I would consider asking to having the e-mail address changed on your account, because an RMT bot to try and brute force your password.
I have to agree I would remove the thread for you safety
If they had a customer support line like pretty much every other company has simple issues could be resolved in a timely manner. There way of doing it is very inefficient and frustrating. I feel sorry for all of the innocent people who got banned for botting because they have to deal with this nightmare of a system. If I got mistakenly banned on Xbox Live I could call customer support and be done with the situation in hours instead of days.
Considering you pay a monthly fee for Xbox Live (they break it down monthly, if you by a 12 month card it’s still “monthly”), and GW2 is just purchase the game and your set, then you can see why they don’t have a customer support line. While gems helps the cash flow, it’s not consistent and doesn’t warrant the ability to support a phone line. And before you bring in Diablo 3, they shared the support line that WoW uses, which also has a monthly fee. Come to think of it, I cannot think of any F2P game with a customer support line.
IF Anet were to have had a monthly sub fee for GW2, then I would hope they would have considered a customer support line. Seeing as they don’t, then I don’t hold it against them.
I feel if you sell any product you should have a support line just incase something goes wrong. I bought this thing for my xbox controller called FPS Freek FYI if you are a console gamer check them out they are amazing and cheap. Anyway it is a small company and they have a much more robust customer support center. I think a customer support line would be good because like I mentioned I also had a issue where my personal story was bugged and I could not proceed for weeks. That sucked because I was enjoying the story and had to wait forever to proceed.
I know I will get ZERO sympathy and I don’t expect any. Its just I enjoy the game like most people and it sucks not to be able to game with friends over the weekend cause that is the only time anyone is ever off work. I appreciate how you posted something constructive and not just bashing me. I can take constructive criticism but when people start to bash you it only makes things worse. Just curious what server you are on maybe we could do some WvW or a dungeon sometime?
Tugger, I hate to be direct with you but your name does violate a term of agreement that you agree to when you play. By accepting a legal binding agreement, you agree to follow the rules of the product that you bought. The customer is always right only applies in passifying customers who did not violate an agreement (like say a customer is paying for internet service and there is an outage. if they request a credit, they are entitled to it because they are in the right to request it). In your case, you chose to violate the agreement you accepted and someone recognized this and reported you because it was offensive to them and it did fall within reason of a bannable offense.
You chose to put yourself in this position. My friends did not. You two are in two different categories and you find yourself unable to accept some responsibility for your choice. Please stick to your own topic because this has been resolved here and I specifically asked for no arguing here because I wanted to keep this a mature thread and your obvious inability to accept responsibility for your actions will do nothing but perpetuate the issue you are having and possibly make it worse.
On that note, let’s stop here so we can move on with at least SOME dignity.
Violating that rule is a matter of opinion. They had no problem with my account name so why would I think they would have a problem with the character name?
I could be a smart * and say your friends did put themselves in a similar situation because they performed actions that ArenaNet considered bot like actions. I am able to accept my name might have been a poor choice but the situation could have been resolved in a more professional manner just like your friends situation could have been resolved by emailing them and investigating instead of banning first and asking questions later.
On that note I hope you have a very pleasant evening and I hope your friends will be back online soon. Also does ArenaNet seriously not have a customer support number to handle these issues? I have asked multiple times with no replies. I know xbox live has a number, wow, star wars, and ect
If they had a customer support line like pretty much every other company has simple issues could be resolved in a timely manner. There way of doing it is very inefficient and frustrating. I feel sorry for all of the innocent people who got banned for botting because they have to deal with this nightmare of a system. If I got mistakenly banned on Xbox Live I could call customer support and be done with the situation in hours instead of days.
The problem I have is they ban/suspend first and ask questions later. They should get in contact with the individual first discuss the issue and give them a warning and if the problem persists they can then ban/suspended. I am dealing with a suspension of my own and am none to pleased about the way they are handling it because it is very unprofessional. I would have to say this has been the worst customer support experience I have ever had which is sad because I very much enjoy there product but with a experience like this my view on ArenaNet has changed and I honestly don’t know if I can recommended there products any more considering how poor there customer service is.
You agreed to follow all the rules before you played this game. THAT was your warning.
FYI – your account name looks naughty.
The name being offensive is a matter of opinion. I did not feel like it violated the rules because I have played multiple MMOs with the same name and never violated there rules.
FYI my account name was similar to the character name so why hasn’t this account been suspended? Apparently it isn’t too offensive since I have posted multiple times and no Mod has had a problem with it. The name comes from the movie tropic thunder it is Matthew McConaughey’s nickname for Ben Stiller. It isn’t offensive to me just funny but there is where peoples opinions will differ.
The problem I have is they ban/suspend first and ask questions later. They should get in contact with the individual first discuss the issue and give them a warning and if the problem persists they can then ban/suspended. I am dealing with a suspension of my own and am none to pleased about the way they are handling it because it is very unprofessional. I would have to say this has been the worst customer support experience I have ever had which is sad because I very much enjoy there product but with a experience like this my view on ArenaNet has changed and I honestly don’t know if I can recommended there products any more considering how poor there customer service is.
Why should they do it your way instead of their current way? You were told not to create an offensive/inappropriate name, you broke that rule, you pay the consequences. Why do they need to discuss this with you at all? If they do not enforce their own rules, then the rules become meaningless. It sounds like your reasoning is that “I didn’t know it was an offensive name”. That’s not a valid reason for you not to serve the suspension. You don’t get out of a ticket by telling the officer that you didn’t know you were speeding…
I am a customer who bought there product. Haven’t you ever heard the phrase the customer is always right? If you go to a restaurant and order food and it comes out and you don’t like it you can just send it back and they will take it back because they want to please the customer. The food could have been cooked to perfection but it doesn’t matter they want to please the customer. All I want is to discuss the issue that’s a very simple request. If I had a issue with ebay about a offensive name issue they would discuss the issue with me. If I had a offensive name on Xbox Live that violates the rules they would just have me change the name with no suspension (That’s a fact not a opinion). Your example with a speeding ticket is a joke. Its like comparing apples to oranges. Bottom line all they had to do is send me a email informing me of the issue and the name would have been changed.
I also was banned for being accused of botting…. I would like to see any records of me botting or anything like that yes I run the same zones a lot but I am always on my account… I havent receieved any emails or anything to let me know exactly why I was banned
Write a support ticket and ask them there.
Oh I did trust me they heard from me
Michael.4791 assumes people don’t make tickets before they post on the forum.
Many people do not understand the process and believe that posting here, or listing their guild members’ or friends’ names here, will get a review started. That is not the case, so reminding folks to contact Support by filing a ticket through the “Ask a Question” tab on that linked page is in fact a very helpful thing to do. That should actually be the first step in getting an issue resolved, although it’s fine to post here after the ticket is submitted (and especially if the issue has extended 3 days or longer). Whether posting in the main forum or in the Tickets for Review thread, please always provide me with the 12-digit ticket number as a starting point in researching the issue.
Thanks.
My reference number is 130207-000459. Would love to discuss this in private
Don’t post on the forum – it will not help.
Write a ticket and ask for review – that will help.
Doesn’t help if they don’t respond to your ticket….
Some tickets are prioritized above others. A log-in issue — “I’ve been banned and I didn’t do anything” or “I cannot remember my password” — is of higher priority than "My name was blocked and I’m not happy.
I don’t mean to single you out, but it’s plain truth that some situations deserve more immediate action than others.
Having said that a team member usually responds within hours, a day or two at most. And we have a sticky thread at the top of this Account Support Forum for anyone who has waited 3 days or more.
I would say being banned and suspended are on similar a level but you opinion may differ from mine and I respect that. Also please don’t put words in some ones mouth that is very disrespectful especially when they are a customer. I can understand you might be frustrated and I honestly don’t blame you since you have to deal with angry people all the time. Am I upset that I have been banned for 3 days? Absolutely. Would this have been resolved without anger and frustration if I had a phone number to call or was responded to in a timely manner? Yes. Personally I think your customer support is lacking at best. If I had this same problem with xbox live it would have been resolved within 24 hours but more than likely it would have been resolved in hours. I would prefer we deal with this in PM because the person in this thread has issues of there own and I don’t want to get into this on there thread. I apologize to you sir and hope your problem gets resolved. The Bot Detection should be addressed because there are a lot of innocent people getting banned.
I am curious to see how long this takes to resolve, been working hard on my legendary the last few weeks to.
Hope it all gets resolved for you soon. I have 49 hours left on my suspension which sucks because the weekend is the best time to play with friends and now I can’t.
Let’s try to keep this from being an argument. We have stated our cases and would like a response from the company, not an argument.
Sounds like a reasonable request to me. Just curious though does customer support even have a phone number you can call? If not I think that is a major oversight but that is just my opinion
I also was banned for being accused of botting…. I would like to see any records of me botting or anything like that yes I run the same zones a lot but I am always on my account… I havent receieved any emails or anything to let me know exactly why I was banned
Write a support ticket and ask them there.
Oh I did trust me they heard from me
Michael.4791 assumes people don’t make tickets before they post on the forum.
The problem I have is they ban/suspend first and ask questions later. They should get in contact with the individual first discuss the issue and give them a warning and if the problem persists they can then ban/suspended. I am dealing with a suspension of my own and am none to pleased about the way they are handling it because it is very unprofessional. I would have to say this has been the worst customer support experience I have ever had which is sad because I very much enjoy there product but with a experience like this my view on ArenaNet has changed and I honestly don’t know if I can recommended there products any more considering how poor there customer service is.
When an account is blocked for an offensive name, the account is given a 72-hour suspension. At the end of the suspension, the account holder will need to rename any censored characters before the characters can be accessed. (Appeals are seldom successful and they are unnecessary because the player can handle the renames when the suspension expires.)
Now, if someone continues to use offensive names, the suspension period becomes longer and usually the player is not given the opportunity to rename the character but instead a support team member renames the character.
So as you can see, it’s best to be careful in all name choices and especially if you have been actioned for an offensive name in the past.
I can understand that however I feel a warning is more appropriate than a straight 72 hour suspension. I was unaware that the name was offensive however if it is a problem I would have preferred to have just been notified of the issue and have been allowed to change the name right then. I do not appreciate having my account suspended without me being contacted first. I would like to actually speak to a person about this issue so if you could PM me a phone number I can call instead of forcing me to write on a forum that would be great.
My account was suspended due to unacceptable name and it has been 24 hours since I submitted a ticket and I have not gotten a response from customer support. I would love to speak with someone about this issue and I am more than happy to change any character names that violated the user agreement or rules of conduct policy. I very much enjoy this game and would love to have this problem resolved ASAP.
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