Guild Wars 2

@feigao

Go to the Blocked/Suspended/Terminated thread and answer Gaile’s questions.

[Gaile Gray.6028:]
I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.
[/quote]

Gaile Gray.6028:

There are now five things I want to know, so I can focus the investigation:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Thank you.

Go to the Blocked/Suspended/Terminated thread and answer Gaile’s questions. She’s collecting information about the problem.

Go to the Blocked/Suspended/Terminated thread and answer Gaile’s questions:

[Gaile Gray.6028:]
I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.
[/quote]

Gaile Gray.6028:

There are now five things I want to know, so I can focus the investigation:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Thank you.

Go to the Blocked/Suspended/Terminated thread and answer Gaile’s questions.

Go to the Blocked/Suspended/Terminated thread and answer Gaile’s questions:

[Gaile Gray.6028:]
I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.
[/quote]

Gaile Gray.6028:

There are now five things I want to know, so I can focus the investigation:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Thank you.

Go to the Blocked/Suspended/Terminated thread and answer Gaile’s questions.

Answer Gaile’s questions if you have Account Payment/Account closed issues:

[Gaile Gray.6028:]
I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.
[/quote]

Gaile Gray.6028:

There are now five things I want to know, so I can focus the investigation:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Thank you.

Answer Gaile’s above questions if you have Account Payment/Account closed issues:

Hi Gaile, thanks for investigating.

Date purchased: Nov. 4th

Where bought: at buy.guildwars2.com — Guildwars2.com online shop

Credit Card: Yes, my own credit card.

Was it charged?
Had to call credit card company, I do not see a charge. The credit card company said there was “no denied”, no flag, no pending from NCSoft, nothing.
Also checked online account to see if anything has changed since I opened a ticket Nov. 8th — I do not see a charge.

Incident #: 121109-000593

Here is my thread and specific post where I think part of the problem is:
https://forum-en.gw2archive.eu/forum/support/account/Bought-from-Guildwars2-com-Shop/first#post686094

Part of the problem is that I was emailed an Order # and Serial #. That’s a big problem if you never received the money, then sending out serial numbers are probably a bad idea.

I’ve used this credit card for other purchases, games, and other things. There shouldn’t be a problem. Plus I checked with the credit card company, it is in good standing.

Second thing.

My spouse and I play from the same IP address. We adventure together. Will that make us look like bots?

sigh.

My Update: Account closed.

Go to the “Blocked/terminated/suspended” thread, to tell Gaile Gray about your situation. She is collecting information to investigate.

add to this thread if you bought from their online store. state if it was credit card or paypal. and if you don’t mind, actually mention if you have a charge on your credit card or not.

Me: Credit Card
Charge: Not Charged
Store: Guildwars2.com shop

of course its not ‘safe’. you run the risk of being accused and found guilty. even though you weren’t a bot.

Did you use credit card or paypal?

In my case, it was credit card and I checked for past charges and they didn’t actually charge me — but did email me an order # and serial # — leading me to believe the game was purchased.

It seems like an issue with their online store.

I’m going to keep checking with my credit card company to make sure they don’t accidentally charge me now.

Gah. Not starting over. Not playing their game. How horrible to spend time on their game and get banned for some unknown reason.

Good luck.

@Renegadeimp – yes, ticket “closed” by them. there is no recourse.

But I kind of understand. Of course they closed my account. They failed to charge me.

But instead of blaming me for a fraudulent account, if there was a problem with my credit card, I would have gotten a Denied on my credit card. The credit card company would’ve been notified. (I didn’t get a denied. They totally missed charging me.)

• The problem is that their store emailed out serial # and an order #, like as-if, everything went fine. There * should * have been an error — like “card didn’t go through.” “Please call your credit card company.” Or, even, if for whatever reason they didn’t want to accept my credit card, have a GOOD error message, "Sorry, we can’t accept that credit card. --- Try another one or use Paypal." **

But of course, now I can’t buy another GW2. What if I bought one and they said my serial # is bad? And this time, I actually did pay?

And, I see in the thread where people are waiting many days to get un-banned because their system thought they were a bot. How horrible… work all week, looking forward to pay on the weekend. Oh sorry, you’re banned.

This is so bad.

I can’t invest my time in a game where I fear I will be suspended. Or my friends will be suspended.

Aha.

I just called the credit card company. I wasn’t charged. No decline. No flags. No charge.

Then why oh why … when I ordered online, why did you email me an Order # and Serial #.

You’re such a tease … let me play a few days and then shut my account down. And now I have to start over again? Aaahhh…

If you didn’t actually charge the credit card, you shouldn’t send out serial #’s to your customers. Really.

But please, is there any way to save this so I don’t have to start over?
[121109-000593]

@Renegadeimp – ticket was already opened [121109-000593]

Hi,
I actually purchased GW2 at your online store here: https://buy.guildwars2.com/en/

I bought the Digital Version. I have the credit card, the statement, the serial number, the order #, and I’ve logged in and played the game. I only just bought it on Nov. 4th.
[121109-000593]

The initial problem was authenticating on a new network. I was trying to play and I was on a different ip network and the email links didn’t work. [121109-000593]

When I got back to my usual network that was already authenticated and where I was playing from days before, I found I was blocked/suspended.

Thinking this was a simple mistake, I open a support ticket.

The responded that they are looking at it. A bit later, they respond that they are moving it to Payment Team Review. Why is that?

Their answer after reviewing: "This Guild Wars 2 game account has been permanently closed. … …. If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here … "

I bought it from your online store.

What can be done now? Already spent hours playing. Already paid my money.

[121109-000593]

Any help appreciated.