Guild Wars 2

Gaile Gray.6028:

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

Yeah, I’ve been asking support to do exactly that for 2 or 3 days and they haven’t contacted me at all. I ask them specifically, now that I’ve been “refunded” can I buy the game again, and keep playing on the same account, and they keep replying with "this account has been permanently close, no further assistance is available blah blah blah

My account was banned for a fraudulent purchase even though I bought the game from buy.guildwars2.com? I know this is happening to a lot of people, and I realize my account was banned because the payment never went through, but that’s a problem on your guys’s end not mine? so why was I banned for a problem with YOUR online store? and now my credit card is blocked as well so I can’t repurchase the game, even though I’d be perfectly willing to pay $60 to “legitimize” my account and start playing again.

So just to be sure I have this right, you guys ban people because of your own screw-ups with the online store, then do your best to cover the problem up because you don’t want to hurt your sales, and now you just leave everyone who encountered this problem banned and hope that we’ll forget about it? ok makes sense to me

Gaile Gray.6028:

Please discuss this matter with Support. Each issue is handled individually, and you may or may not be allowed to add a new code. Support can inform you about this.

by “discuss this matter with support” do you mean file a ticket? because i’m in the same situation and i’d like to know how to proceed as well

59.99 same as buy.guildwars2.com =p….i just wanted to avoid the current problems with purchasing from the GW2 website

You can buy the digital version GW2 from amazon.com but the download is only for the PC. I have a mac, but I already have GW2 downloaded on it. Does anyone know if I buy the PC download from amazon, will they just give me a serial code that I can then use for the Mac, cause it sounds like it’s just the download that’s exclusively for PC, but like I said I already have the game downloaded, I just need a new account.

I purchased the game from buy.guildwars2.com but 3 days after my purchase (when i discovered I had been banned) i check my credit card records and found no record of any purchase. I suspect this is the cause of my ban, but I am currently unsure how to proceed because I do not know if my account will be restored or not, if my credit card will be charged, or if the issue is even being looked into at all. All I’m asking is that I be told “you will never get your account back and you will not be charged” or “you will be charged and will get your account back” so that I can decide whether or not I should repurchase the game. However, in the event that I do need to repurchase the game, could you at Arenanet please lift any sort of credit card block that is on my account because I keep getting “the credit card information you have entered is incorrect” even though I’m sure I entered it correctly and have tried with multiple credit cards.

My ticket number is: 121110-001784

Gaile Gray.6028:

horsicorn.8649:

I personally bought the game from buy.guildwars2.com using my dad’s credit card (is that allowed?) on November 7th, 2012. The credit card was not charged for the purchase of the game, nor is the purchase “pending”, it’s simply not there. 121110-001784

Thanks for looking into this, it’s nice to know at least Arenanet knows there’s a problem…

This is very interesting. When did you start playing? When was your account closed?

I started playing on November 7th, the day I bought the game, and my account was closed 3 days later on November 10th. I called NCSoft support and they told me while there was a purchase recorded under my (my dad’s) credit card, it had been voided and was incomplete for some reason.

Lord Freeze.3574:

horsicorn.8649:

MrPampa.8605:

LadyFreeze.8602:

This makes me appreciate WoW customer support – at least I can call and talk to some one after waiting on hold for 2 hours!

I really really really wanna call Anet support service or whatever customer service!!
But, they don’t have one.

NCSoft has a customer service line. I called them yesterday they were actually pretty helpful, no waiting time either.

Please share that number,
I am really really sure they want to hear from us.

(512) 225-6359

But…they’ll tell you they only handle Billing and Fraud related things…I was one of the people banned cause Arenanet never picked up the money I transfered to them, so I used that to get in, but you can try your luck with botting bans I guess

MrPampa.8605:

LadyFreeze.8602:

This makes me appreciate WoW customer support – at least I can call and talk to some one after waiting on hold for 2 hours!

I really really really wanna call Anet support service or whatever customer service!!
But, they don’t have one.

NCSoft has a customer service line. I called them yesterday they were actually pretty helpful, no waiting time either.

Rajani Isa.6294:

Daelowana.7319:

The most frustrating aspect (besides my ability to enjoy the game this weekend) is that it is glaringly obvious that there is a problem on their end, yet no official statements have been made. I am certain this is well known at Arena net and the decision to not publicize their billing issue is most likely to not affect FUTURE sales. This is absolutely the wrong decision and unethical. Man up, admit you’re working on a problem and you wouldn’t have pissed offed what appears to be a decent percentage of actual customers who were excited to join the game.

Most companies, if they ever do, don’t release the kind of statement you’re looking for until they know what is the issue.

Actually Riot Games (i’m just saying them cause league of legends was the last game i played before buying GW2 a few days ago) when they have a problem, they put a nice big banner on their game interface that would say something like “we are aware of the current issues with our billing system and are working to resolve them as fast as possible.” Which admittedly isn’t much but at least it tells you they know there’s a problem and are working on it. Whereas in this case if you didn’t dig around the forums you wouldn’t even know there was a problem and would think that you had just been scammed $60. So…yeah a free-to-play game has infinitely better customer service than this joke…not to mention they actually interact with you on their forums and post hourly updates when they’re working on an issue.

Just throwing it out there that they did store maintenance on Nov 2, and it sounds like everyone that bought the game from the online store in the past week is getting banned because their purchases don’t go through or something. I don’t know anything about anything but maybe the two are related? Also, why not just roll back the “fraudulent purchase” bans from the past week or so? Yeah, some people that bought illegal copies might get their accounts back but they probably number at 10 tops…compared to what seems like a thousand people banned in the current situation

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.

• 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.

Thank you for your help with this.

Please note that this thread is not intended to expedite your ticket. Please do not post here simply as a means to try to get to the front of the queue. Post if you want to share the above information, and if your situation exactly mirrors what I’m investigating, but beyond that we’re not using this thread to expedite or follow up on tickets.

If you have waited three days or longer for a response, please post in the Tickets for Review – 3 Days and Older thread.

I personally bought the game from buy.guildwars2.com using my dad’s credit card (is that allowed?) on November 7th, 2012. The credit card was not charged for the purchase of the game, nor is the purchase “pending”, it’s simply not there. 121110-001784

Thanks for looking into this, it’s nice to know at least Arenanet knows there’s a problem…

My account has been terminated because Arenanet determined that someone had “used stolen credentials then sold or transferred that account to [me].” I have several questions regarding this decision.

I used my father’s credit card to buy my digital copy of Guild Wars 2, do I have use my own credit card (non-existant, at the moment) or face account termination?
Is there anyone who has been playing for a while (I had my account for 3 days) that bought the game using someone else’s credit card and has not faced this issue?
What’s to stop someone from walking into gamestop and using “stolen credentials” to buy a physical copy of GW2 and then selling it to their friend or someone?
How can I get a refund on my purchase? I’d rather not believe that I spent $60 to play 3 days.

Yeah, I’d love to buy a physical copy of Guild Wars 2 and avoid the joke that is their support service, but I have a mac and apparently only the digital copy is available.

Renegadeimp.8439:

So basically you want to be allowed to have the game for free?

Not going to happen.

The game was bought from a third party site. Usually an RMT site, or one that is linked to them. These sites are notorious for scams and using fraudulent details.

In this instance a game was bought seemingly legitimately. However, the merchant had in effect stolen the game and commited fraud in order to obtain the game/key.

This was then sold to an unsuspecting player, and shortly after, the person who owned the details that the merchant used to buy the game originally reported a fraud to their bank. This has a domino effect and ends with the account being banned.

Moral of the story here? Only use this website to purchase the game online, or buy it from a brick and mortar store. Don’t go to RMT sites to buy the game because it says its $5 cheaper or whatever, because you will only be worse off in a months time.

As for refunds etc due to the banning of the account, the player needs to take it up with the merchant the game was purchased from. ArenaNet has nothing to do with this at all.

Yeah the guild wars 2 website is a “seemingly legitimate” dealer i’m sure you’re right. man those scammers sure make a convincing sales website. i’m glad you read my post before you replied with an intelligent comment that was in no way pompous or condescending

checked my credit records….the $60 is just sitting there under “reserved” waiting for arenanet to pick it up, so apparently they ban me cause they’re too lazy to take the money I already cleared for them. and I can’t do anything else with the $60 since it’s reserved fo them. well played arenanet…well played

Same problem here…I expect we’ll all have to make new accounts and start from scratch. OR, maybe they could just take the money that I already cleared for them and un-ban my account, but I guess that would make too much sense. Making videogames is hard, maybe arenanet will get the next one right.

and wait 2 more hours just to get another automated response that has nothing to do with my ticket? ….i guess i have no other options

Got suspended for no reason earlier today so I submit a ticket like any other person would do. After getting 2 automated responses that gave me no information at all and had nothing to do with my problem, I get an email telling me my account has been permanently closed and that “The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature” and that “There is no option to have this account reopened or to have the block removed from the game account.” That’s great, except I bought the game from the online store at the Guild Wars 2 website which apparently is a fraudulent retailer. So…I’ve been playing for not even 3 days an Arenanet has already juked me out of 60 dollars.

Also I find it funny that it takes them 2 hours to send an automated ticket response. If you’re going to have robots reply to people’s tickets why not just send em out once the ticket is submitted? Are they trying to make it seem like they’re actually doing work?

Im in the character select screen and the game crashes and when I try to log back in I get error code 45? Apparently that’s for breach of rules conduct, but I don’t recall doing or saying anything wrong. I’ve only been playing for 3 days, and I pretty much avoid contact with other people except to say thanks for helping me with an event or something. I swore like one time when an event boss killed everyone…is that really enough to get me suspended for 72 hours?