Hi, I am hoping you will take a look at this. I just saw this post and the issue is from last year but it still upsets me because of the lack of support on the issue. My husband had the Halloween scythe and when he transmuted it onto the new ascended staff it disappeared. He tried to use a transmutation splitter as well and the skin has completely disappeared. The ticket number is 130922-002084 from September 2013. I just feel that a bug in the game caused this skin to be lost and he really enjoyed it and was lucky enough to get the skin from the Halloween event. It seems reasonable to ask that the skin be returned, account bound if you are worried about anything, because it was in fact lost from an error on Anet end.
They won’t be able to pull up that ticket. They haven’t used that ticket system in so long that those tickets are inaccessible.
You do realize they are constantly banning gold seller accounts. The same gold sellers then just “acquire” another account and use it to spam the message until it’s banned. When you report it, it takes a little for a HUMAN BEING to actually check and read the report to make sure it’s not some little kiddie trying to get someone he or she doesn’t like banned. Also, you’re acting like Anet wants gold sellers. They don’t, because it really does cut into their profits, seeing as they also sell gems that can be turned into gold.
And to the Wildstar comment, I’ve been all over the forums, in game, checked my email and Facebook. Only saw 1 message from Anet about Wildstar so not really sure why you think they are “shoving it down your throat”. I’m going more along the line that you were never taught patience as a child, and seeing 1 message you don’t want to see means it’s being shoved down your throat.
@Rabbi Rick – I tried changing the thread display name, but I could not figure out how to do so. Also, Inculpatus is correct – my display name has never changed.
I worded my original post pretty poorly, but my goal was to suggest that ArenaNet implement a system for display name changes, even if it has to be extremely restricted (e.g. how Blizzard does it). Players should not be forced to buy a new account and lose all of their progress in order to change their name (especially in situations like mine).
I am also not convinced that implementing display name changes (with restrictions) would impact reputation tracking. Naming and shaming is not allowed anyways, so it’s already extremely difficult to track scammers if you haven’t had a personal experience with them. Besides, if you block a player, I don’t see why the block could not automatically be transferred to their new name.
Example: My display name is Bob, and I run around in wvw making being a huge kitten, then take it to the pve, and just act like a total kitten. I now change my display name, and now play for my character name change. I now have a brand new identity on GW2.
Anet stated this as one of the examples on why they won’t allow people to change their display names unless it’s actually their real name. As much as you claim yours is tied to it, unless people know the history, it’s not enough to warrant Anet to allow it to change. In theory, my display name is also tied to my real name, but you don’t know the history, so you really can’t figure out who I am.
Actually (Don’t quote me, but I think my memory is with me), I remember a friend having his issue, sent in a ticket, and it was purchased within a very short time period before the sale, and he was refunded the difference. NOW REMEMBER! Refund policies can change for any store or company, and I don’t work for Anet, so I’m not saying you’ll get it, but send it in. If it wasn’t like a couple months, but say like a couple of days, you might have a chance at it.
There is a bug that when you are logged into the forums, you can see an Austin, TX IP, which is actually Anet. I’m not sure how to actually check where an IP is routed from, but if you look up the IP address, and see it is Anet, or the parent company, you know you are safe.
When you speak to customer support, you can mention that there is an authenticator on your account that isn’t yours and they can remove it for you. At that point, you can add one of your own.
Because the little kiddies would abuse the instant ban system and try to ban people they didn’t like. That is why it needs to take a little time and still have a human manually review the reports sent in. So yes, continue to report the gold sellers, but understand that it can’t be instant.
I got this via Paypal, Visa CC….tried purchasing the game online – failed (mainly due to devs not knowing how to properly setup an accounting program) – if you are stuck like me using US CC and also using military overseas info, you get double kicked by company. You cannot use United States as your country address if you are overseas because the IP logger tags you in whatever foreign country you are – like Poland. So it will not show up on the listing of countries United States….so you cannot do anything since you have no option to properly use the country you normally have on your info. This has happened to me for all my payment methods…so ended up having to purchase this game via local Polish game store. Now I want to use the gems in game, but again…the devs did not setup the payment program properly and again, you cannot use both US/Foreign in combination even though this is normal for any military/diplomatic personnel who are in foreign countries using US based cc/etc. You would think that a company like this could fix it…thankfully at least no other store in Poland is too stupid to be able to use American CC while in Poland. Just wish these folks could figure it out.
I guess I see it this way. I would rather someone with a Poland IP not use my Canadian address CC that they stolen from say… a store or a bank machine (yes, there was a bank machine near me that actually had about 100 000 credit card numbers stolen) then Anet let it through because they knew the information. Just because you have the information, doesn’t actually mean it’s yours. I’m not saying that it’s not your credit card, but that is how hackers/thieves get the same information.
Don’t you find it funny how in less then an hour of an account being hacked, the email was changed. That is no way an account is hacked, proof of identity is done and the email is changed is the amount of time the OP posted. Also, if you re-read, the OP’s email was also hacked. That is not on Anet at all. When THAT occurs, it causes a lot of issues, outside of Anet’s control, especially when you leave the serial code to your game in your email, and the hack gets it.
2. Just respond in the duplicate email stating that it is a duplicate and to refer all responses to the original ticket number.
Good luck.
There is no email to respond to.
literally he said he put the ticket in and nothing came about.
All the more reason to think his email account is compromised. He can create a new unique email account (one that isn’t one of those with issues with ArenaNet) with 2-step verification, and try contacting CS, again.
His email is secured with 2 step authentication. In fact no one besides him has accessed his email accounts. Only his IP has been on the account.
Either way hopefully someone from Anet will read this
Did you actually read what Inculpatus cedo posted? You have to post the ticket in the sticky thread for Anet to see it and look into it for your friend. They can’t look at every single posted thread (it’s just not possible as many of the threads are filled with useless dribble) when they have a place set up to escalate issues.
Guessing you didn’t read my post in the Sticky thread then
I was going by what you said in the post, which was “Either way hopefully someone from Anet will read this”
2. Just respond in the duplicate email stating that it is a duplicate and to refer all responses to the original ticket number.
Good luck.
There is no email to respond to.
literally he said he put the ticket in and nothing came about.
All the more reason to think his email account is compromised. He can create a new unique email account (one that isn’t one of those with issues with ArenaNet) with 2-step verification, and try contacting CS, again.
His email is secured with 2 step authentication. In fact no one besides him has accessed his email accounts. Only his IP has been on the account.
Either way hopefully someone from Anet will read this
Did you actually read what Inculpatus cedo posted? You have to post the ticket in the sticky thread for Anet to see it and look into it for your friend. They can’t look at every single posted thread (it’s just not possible as many of the threads are filled with useless dribble) when they have a place set up to escalate issues.
Can someone from Anet explain what’s going on here???
Having multiple tickets will slow the response down. Your friend should close one and reference the first one in it saying to use that one for the issue.
Don’t forget that sometimes when you charge something to your credit card, it puts a hold on the funds, and it will appear on your card, but it’s not actually a charge, just a hold. If the charge doesn’t go through after a few days, the hold is released. It’s a way for banks/companies to ensure you don’t go over your limit. It’s possible the “Charge” you are seeing is really a hold on your account and will disappear after a few days.
If the amount is still there and you still don’t have the funds, always contact support and let them know what is going on. Also, make sure to get the reference number for the charge as that will help with the tickets.
It’s possible the hacker might have deleted the IP after they finished doing everything they wanted to do with the account. Really at this point you should just wait and speak with support.
Post you ticket number in the 3 days or more thread and they can help you with your ticket. Not sure what else you are looking for with your post. If you want help, that is the thread to post in.
Their reasoning for the guild bank recovery is very clear: How many times can a guild bank be restored before it completely ruins the market?
They don’t go and remove the stolen items from the market, because they can’t really track what happens to the item, then the gold, and it can go on for a bit before it settles. It’s way to long to track, so they just restore the account, and the items are just duplicated. If guild banks are hacked like 5/6/20 times and are restored that many times, it will completely crash the market.
Well, it really depends on how you are contacting support, and what you are contacting support about, and the timeframe you are giving support to answer you. If you are asking support about upcoming items, or about bug fixes, they won’t answer you, if you are needing up with your account, they will. If you are submitting bug reports, they clearly state they won’t contact you. If you are submitting tickets, and it’s for issues with your account, and it’s past 3 days on responses, there is a thread you can post in to get assistance. There is also a thread you may want to read if you aren’t receiving any emails from them.
It’s not bad support when you get hacked twice and had already used your one time account restoration on your first hack. It’s not bad support when it takes time to prove your identity. Would you rather someone claim to be you contact support and they automatically get access or have support take the time needed to prove you are you who say you are?
As to the skins being “bugged”, they aren’t bugged if you didn’t have them at all before the wardrobe was released. If the hacker deleted them and you can’t be restored, then it’s not a bug, it’s how the system works. It sucks you were hacked, but if the hacker had access to your email, that’s beyond Anet’s control.
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I will point you in the direction of Bodily function. If you really really feel your were incorrectly misnammed, you can put in a ticket. Posting on the forums will not assist you at all.
hi there i have had a ticket in for some time with no reply other than it has been escalated for some investigation. yes i have checked my spam folder with no success
ticket number is (607815) it is in reference to a hacked account where the hacker also emptied my guild locker. the problem i have is only 2 of us had access also only 2 of us in the guild (was used as storage) his account (the person hacked’s account) has been rolled back so he has lost nothing yet i have taken a loss through no fault of my own and the support offered by Anet will ensure everytime i consider using my credit / debit cards to make an ingame purchase remind myself of the help (lack of it) in this matter…
quick enough to take any payments in game for items purchased but in my case certainly not quick enough to offer any form of help after a security issue which i had no control over.
please help
also please find attached screenshot of the items stolen
Doesn’t matter how many people are in your guild, Anet clearly states they will not roll back any guilds that suffer from hacked accounts. Sucks that it happened, but they won’t give you your items back.
You should post this in the tech support forums. I haven’t seen or heard anyone with that issue so it would be best to post there and try to get some help.
@Muusic, well, you didn’t read.
@Ellianna, you don’t know the history of the case and why i prefer to try to reach Gaile.
@Penguin, i don’t have my GW2 rewards, but everything said to me i will have them when i linked my accounts.
I love this animosity from players who are not concerned when I just want a little help from Gaile.
Pretty sure as I stated, this isn’t a place for your personal conversations with Gaile. She’s very busy and can’t look at every post people put up. If you want help, send in a support ticket. If your ticket isn’t getting answered after 3 days, use the thread provided. I don’t need to know the history of your case to understand there are procedures in place and nobody is above them. Including you.
Hi… Me again.
Yes, sorry for necropost…
But, with what io just learned…
It seems i have been banned for “manipulating GvG matches”.
Eh… HOW?!
I wasn’t playing GvG. Not classified.
Sometimes, to test builds with friends.
Is that manipulating ?
I seriously need to know and understand.
Said to me there was a thorough investigation…
If i was never playing GvG… How thorough can it be ?
If you need to learn anything from all of your posts, you HAVE to speak to support. Gail can’t keep coming to your post to give you special attention when others are following procedures set up to get assistance.
I’m not sure what you are doing, but I have my GW1 linked and it’s automatically taking my GW2 password when I set up my GW2 account. And if I want to change my GW1 account password, it means I have to change my GW2 account password. No other location was needed for me to change the password.
You should post in the Tech Issues forum and give more details about the issue. Posting that you “keep disconnecting” and you dc everytime isn’t enough. Error messages, have you checked your internet. ETC. But yeah, you should really look at the tech support forum. This is for account issues, like hacks/refunds and such.
Sounds like you were hacked while you were away. The only thing that was removed was Magic Find, and all gear with MF on it was given the chance to be changed to something else.
If you tied the key to a refunded account, support will help you ensure you get a new working account. You need patience in waiting for your ticket to be responded to. Some of the people wanting their accounts reopened wanted their OLD accounts reopened. You refund the game and the old account is closed, and you have to start a new account is all. These people wanted Anet to give them their closed accounts back. Which makes sense, you can refund an item and expect to keep it. There is a lot of tickets in the system, so it will be answered when it is received. Support isn’t instant. If you haven’t heard ANYTHING by the 3 day mark, you can post in the thread for help. Relax.
Sad part is I live about 1.5 hr away from the studio.
Yes jus 24 miles south of Seattle. The IP address only changed from my laptop to desktop. Still registering in WA.
ArenaNet opens it up in China. Then the account hackn started.
ArenaNet isn’t authorizing anything. If you’re getting emails, then they have your email address AND password and are trying to log in. You understand people travel. ArenaNet’s system is working fine. Seems like you are the one having an issue.
Not quite sure what other answer you are expecting to get. What you want is impossible. You need to have 2 accounts to be on 2 different servers. End of story.
You really just have to wait for an answer in your ticket. The forums aren’t manned really on the weekends and Gail really hates it when people submit a ticket and doesn’t give the staff enough time to answer them. There is a thread to post your ticket if it’s been more then 3 days, but otherwise, you need to sit and wait on your ticket.
That is terrible, i hope something gets done quickly against it.
If it was an Anet issue, it would be a lot more then 6. My guild of almost 500 had 2 people in the last month. People lie, people will lie about their “security” to place blame on the company when in fact it really is their fault.
This isn’t the forum to make this post. It’s not an account issue, nor will you get the answer you want. They made the change. They won’t say “well, we might change the tonics” unless they are absolutely going to do it. And they won’t tell you that answer because I highly doubt they will be making the change any time soon, if ever.
Because welcome to the internet where the problem might actually not be on Anet’s end but on some connection side that is outside of Anet’s troubleshooting control. It’s very possible that since it’s a certain location issue, there is a node out that needs to be fixed and it’s not something Anet can fix as it’s not theirs in the first place.
Even though the only things not working are the log-in servers and guildwars2.com ?
Had an internet provider that was blocking certain ports for another game, and it was only that game having issues. When we figured out that it was the port issue, couldn’t blame the game but the internet provider. Since it’s only 1 country and not a global thing, sounds more like a node issue in that country.
We are unable to remove the Dishonorable Debuff. I’m sorry if you’re having issues, but it’s best to not risk playing matches if your connection is in question, for your benefit (to avoid the dishonorable gameplay flags) and for that of your team.
Incidentally, we’re not aware of any general connectivity issues from Belgium, so that sort of points to it being local on your end.
Wow. Apparently there is an ongoing issue. Don’t you just hate it when a vendor, company, whatever says its not them, that it is you when it is happening to multiple people from the same area, country, locale?
Yeah I know demerit time most likely but come on how many times have any of us been told this and it wasn’t true?
Because welcome to the internet where the problem might actually not be on Anet’s end but on some connection side that is outside of Anet’s troubleshooting control. It’s very possible that since it’s a certain location issue, there is a node out that needs to be fixed and it’s not something Anet can fix as it’s not theirs in the first place.
You guys remember the force password change back in October when Blizzard’s database of account information was hacked. Remember when Anet decided to force everyone in GW2 to change their password because of that?
I do and it wasn’t even Anet who was hacked, it was Blizzard’s database and Anet took the step to force everyone to change their password to ensure if someone had people’s email addresses and Blizzard passwords they wouldn’t try it on GW2. So to anyone who says Anet doesn’t care. They took that step back then, and it wasn’t even on their side where the information was stolen.
You need to update your ticket and request for an account restoration and Anet will look into it and see if they can restore your account back to how it was. Note that any progress from now until they do restore will be lost, so don’t do anything with the account until they state if they can or not. Usually if your account is hacked they do, but there is certain restrictions involved that the agent will go over with you.
You can send in a ticket and request for the change. My suggest is that if you are going to send the ticket in via email, to use a new email account and not your current one. Also, if you use say Gmail or equivalent, you can check the logs to see if someone else is logging into your account. And it might be wise to change your email password as well, just incase.
While Heartbleed may have no effect in ArenaNet’s servers, it certainly can nab your e-mail’s information easily.
And we all know once somebody has access to your account’s e-mail they can simply change the password to whatever they want and log in to it.
This is a serious security breach and should be taken seriously, a lot of players have been experiencing things like IPs from half a world away showing up on their account’s security logs.
If you’re using the phone authenticator software your account should be safe as even if they can change passwords how they like, they can’t still couldn’t log into the game. But everyone else is very vulnerable to this bug, major e-mail service providers have patched their servers relatively quickly but everyone not using one of these should think about requesting an account e-mail change.
If anything, the security breach would be on your end, not Anet’s. It’s like walking down the street to your bank, dropping your wallet, and then blaming the bank your money is gone. There’s nothing they can do if the user has poor security, or visited a poorly coded website.
Heartbleed bug is situated only in servers. It is vulnerability in server side not in users Computer. So user’s can not do anything else than wait that server provider is block that hole with new cert and then user can change password. In this case, if heartbleed vulnerability is in Anet’s server it is their fault not user’s fault. This vulnerability have been on since 2011 on the servers programs, so even before this game ever have been started to sell. So that vulnerability may have been on from start of this game, and that might even explain why there have been so much hackings in this game and accounts.
If you look how many hackings have had happening during Easter time it means that those hackers are not gathering user information from server anymore, now they have started to use that information what they have gathered. Everybody of us is in danger until Anet block that hole, if there been any, and until we have change our passwords. If there is even slight possibility, that Anet have had that hole in server, they will openly inform that they have put new cert in the servers and suggest that everybody is changing their password in the game.
And I hope that they will inform this in very public, like main page of game.
Did you read anything that was posted? I’m just wondering because even Gail said the servers were fine and someone else posted that the servers were fine. Next time actually talk about things you research instead of trying to blame Anet for all the hacks recently.
If you think about it, email accounts were more at risk then the servers. And a lot of people who have been hacked recently have also had their emails hacked, which Anet wouldn’t have their passwords to either.
Your friend will need to submit 1 ticket for support to assist him. He can click the support at the top of the page, and then on the new page that opens in the top right there is a submit a request. Only support can help him change his email on the account.
but you should wait until you haven’t heard anything by 3 days before posting. They have said that there is a massive backlog of tickets, so everything is slow at the moment. When you post, you need to ensure to include your ticket number for them to be able to look into your issue.
It’s Friday night, Anet doesn’t always respond on every post. If you want to discuss your ticket further you can email them, or you can post in the thread if it’s been longer then 3 days, but Gaile can’t really reply to every thread all the time.
Based on what was written in your last email, sounds like you’ve been hacked twice, so it’s more on your end. They only give 1 account restoration per account (lifetime) and you already used it. Thus, you can’t get another one. And Gaile has stated NUMEROUS times in other posts about the issue with all the account hacks, people are upset it’s taking so long to get responded to because their is a massive back log of tickets due to all the refund requests with the wardrobe changes. If you have read any of the other posts you would see that. When you want to start a conversation with them, at least you should possess all the information for yourself beforehand.
