Your ticket is on file and is in queue. An agent will review the situation and will reply as soon as they are able. Closing this thread.
Hear, hear! +1 from me, too! =D
I’ll review this with our security team tomorrow when they arrive. Closing this thread.
Jaia, per your inquiry:
Do not debate Customer Support decisions or actions. Threads or posts designed to announce, appeal, or contest your own or another player’s suspension or account termination—be it forum or game account—will be removed without notice.
Both Guild Wars and Guild Wars 2 account support are backed up at the moment due to large ticket volume. We are addressing tickets as quickly as we can. More information about ticket delays can be read here.
For assistance with your Guild Wars account, you should file a support ticket using the Guild Wars Support site . Please be sure to select “Account Issue” from the drop-down menu to ensure that your ticket is filed with the correct department.
If you’re having an issue purchasing gems, you should file a support ticket for further assistance. Please select “Purchase Issue” from the drop-down menu on this page to ensure your ticket goes to the correct department for your inquiry type.
I’ll look into the situation and update your ticket.
I’ve checked with our Payments Department and this does not seem to be a wide-spread issue like the previous incident was. Please submit a ticket so that an agent can look into your individual situation. Please be sure to select “Payment Issue” from the drop-down menu on this page when submitting your ticket.
There are some rare situations in which we will ask for your permission to log in to your account. What we will never do, however, is ask you for the password to your account. I looked for your ticket in our support interface and I do see that we sent that reply to you, so no worries.
I wanted to clear some confusion and misconceptions about delayed ticket responses and what helps address the issue of your ticket not yet receiving a reply. This FAQ aims to address the most common inquiries related to delayed support.
First and foremost however, I want to stress the importance of using our Support Interface to submit your initial inquiry. Please do not send a new e-mail directly to the support e-mail address, as this will create a new ticket that may be filed incorrectly and will cause a delay in your issue being addressed. Replying to an e-mail that is sent from the support e-mail address will correctly update your current ticket (so long as your reply is above the line indicated in the e-mail) and will not affect your place in the queue.
Here are some general guidelines for choosing the correct ticket form to submit your inquiry:
Account Issue: Resetting password, changing account name (e-mail address), issues with/requesting removal of e-mail and/or two-factor authentication, compromised/missing account (error 11), unable to log in due to a block on the account (errors 9, 45), linking your Guild Wars and Guild Wars 2 accounts.
In-Game Issue: Items/Non-gem currency missing, violation reports, in-game feature not functioning, accidental purchases (in-game item refund requests, purchased or obtained with an in-game currency [including gems]).
Purchase Issue: Error message when purchasing gems, gems not appearing in gem total after purchasing, gem/promotional codes not redeeming properly, refund requests for unspent gems, suspected fraudulent purchase of gems from your account, disabled serial code (error 122).
Technical Issue: Black Lion Trading Post not loading, game crashes to desktop consistently, game freezes, connectivity/lag (latency) issues (errors 7, 42).
Now, on to the FAQ!
Q: I haven’t heard back from the Support Team in 24 hours (or longer)! Did the Support Team receive my ticket? Should I submit another one?
A: Tickets are addressed in the order in which they are received, meaning if the Support Team is currently backed up due to large ticket volumes, waiting times may be longer than our target 24 hour response time. If you received an auto-reply from us after submitting your ticket, then the support team has received your ticket and you are in queue for assistance. No further action is required from you until you hear back from an agent. If you did not receive an auto-reply, please be sure to check your spam/junk/promotional/etc. folders, as the auto-reply may have ended up in there. You can read more about this subject here.
Creating duplicate tickets about or related to the same issue that you have already contacted us about does not lead to faster reply times. This actually creates more tickets for agents to address, which ultimately causes a longer wait time for everyone. Please refrain from creating multiple tickets about the same issue and instead update the same ticket that you have already created. If the last time you corresponded with us is longer than a month however, you should create a new ticket using the link I provided at the beginning of this post.
Q: My ticket has been transferred or escalated and I haven’t heard from anyone for 24 hours (or longer). What’s the deal?
A: Transferred tickets are tickets that were filed or otherwise located with the incorrect department (an example would be an account issue that was filed with the Payments Department). If this happens, the ticket will be introduced into the correct queue. Depending on that department’s ticket volume, you may not receive as timely of a reply from us as you did when your ticket was initially submitted.
Escalated tickets are tickets that are assigned to senior agents on the Support Team. Senior agents handle a variety of complex or one-off situations which require more time to investigate and address. Tickets that have been escalated have their own queue and, like all other tickets, are addressed in the order in which they are received. Tickets that have been escalated to a Lead GM or the Game Support Lead may take longer to address than tickets escalated to a senior agent.
Q: My issue changed from what I had originally inquired about (i.e. my account was compromised, the Support Team helped me get back into my account, and now I see that my items/characters are missing). Should I submit a new ticket about this?
A: You should update the ticket that you were already corresponding with us on. This will ensure that your ticket stays in its proper place in queue. The exception to this is if your ticket is older than a month and you are just now getting back to us. If this is the case, please submit a new ticket using the link I provided at the beginning of this post.
I checked our support interface for your ticket and I do not see an active one that was submitted with the e-mail address that is currently registered to your account. Please be sure to submit your ticket using our support site. You can submit a ticket by clicking “SUPPORT” at the top of this page, then clicking on “Submit a request” located in the top-right corner.
We are aware of this particular issue and we’ve recently identified a probable cause behind this situation. We’re working towards a solution at the moment. My apologies for any inconvenience this may cause.
Just to update everyone, we’ve identified a probable cause for this issue and we’re working towards a solution at the moment. Again, my apologies for any inconvenience this may cause.
We’re aware of this issue and we’re looking into a resolution at the moment. Apologies for any inconvenience this may cause.
If your accounts are linked, your password for your Guild Wars account is the same password that you use for your Guild Wars 2 account.
If you need further assistance (such as a character name), you can file a ticket at the link I have provided below. Please select “Account Issue” from the drop-down menu on that page to help expedite the process. Please note that we are a bit backed up at the moment, so our replies may be delayed.
That ticket was just filed earlier today, so it might be a bit before it receives a reply. We answer tickets in the order in which they are received and we are a bit backed up at the moment, so response times have been delayed. My apologies for the inconvenience.
His ticket was escalated to me earlier this morning. I’ll reply to it after I finish my rounds here. =)
The ticket has been updated. Since the issue has been acknowledged here and reviewed, I’m closing this topic.
I see that your ticket was filed through our support system at 7:24 PM PDT yesterday and this forum thread was created 9 minutes later at 7:33 PM PDT. An agent replied to your ticket at 8:12 PM PDT. Please allow agents adequate time to respond to your ticket before posting on the forums. Tickets are answered in the order in which they were received.
You may need to log in on all of your characters and speak with the Black Lion Trader (Armorsmith) individually to obtain all of your outfits and town clothing tonics, if you had not done so previously. More information and instructions related to town clothes and outfits can be found on the following article from our Knowledge Base:
https://help.guildwars2.com/entries/45944258-Town-Clothes
If you believe you are still missing something after following those instructions, please submit a ticket so that an agent can investigate the issue further.
You’re more than welcome, and thanks for the compliments! =) We’re all glad that we were able to assist you!
Your ticket is with the correct department at this time, but they are a bit backed up at the moment, hence the delay. My apologies for that. Someone will contact you as soon as they are able.
If you no longer require assistance after submitting a ticket, reply to the most recent e-mail sent from us (whether that be an auto-reply confirming that we received your ticket or an agent reply) with the phrase, “I no longer need help.” That will let us know that your issue has been resolved and that your ticket may be closed.
The ticket was replied to earlier this morning. If your friend requires further assistance, please have them reply to the most recent e-mail sent by our support team.
Glad to have been of help! =)
Please submit a ticket for assistance with this case. You can do so using the link I have provided below. Please select “Account Issue” from the drop-down menu on the page for this particular situation. Be sure to fill out the form to the best of your ability to help expedite the process.
I have noted your ticket for further review. You should receive a reply shortly.
The department that handles this type of situation is a bit backed up at the moment, hence the lack of reply up to this point on this ticket. Apologies for the wait. Please rest assured that the ticket has not been forgotten.
The serial code that he purchased has not been registered yet. He needs to go to https://register.guildwars2.com , click the “Link Account” link beneath the “Create New Account” button, enter the information for his trial account there along with the new serial code, then hit “Next” to continue the registration process. Just to clarify, the account that is receiving that error in the screenshot is not a trial account.
It looks like the ticket had been misrouted, which caused the delay. An agent should reply soon.
A chargeback will result in the permanent closure of an account and it will be ineligible for reinstatement. This has not changed.
my account will be closed with in 72hrs. help
in Account & Technical Support
Posted by: GM Talon.8726
The e-mail address on phishing e-mails is spoofed, which is why it appears to be from us (you can typically see this in the e-mail header). That is not an e-mail from us. We will never proactively send an e-mail stating that your account will be closed unless you log in.
This display was a recent change actually and is not a bug.
I’m currently having trouble purchasing gems through paypal. I get as far as Paypal should open in another browser and then nothing happens. It skips to the end as though I have completed a transaction and wants me to select done. I’ve sent two tickets and haven’t really seen anything in the forums about a current issue. I would prefer not pay by credit card so I guess my best option is by a gem card from Amazon or Target.
Never make duplicate tickets because it puts you at the back of the queue again when you make another one. Wait for CS to respond, if it’s been 3 days or more and you have not received a response you can post it in the appropriate sticky thread.
Does CS ever respond to tickets? I sent one last week and never heard back from them. Do I need to just skip the in-game ticket and go straight to the forums? What exactly is the protocol for problems with the game? How long should I wait before I get a response to the sticky before I should move on to the next contact option? What is the next contact option? I haven’t had to contact CS in about two years and it shouldn’t be this complicated or take this long to help me with my problem.
I see that the ticket you submitted yesterday received a reply the same day. That is also the only ticket that we have on file for you; I do not see any tickets from the e-mail address associated with your Guild Wars 2 account other than this one. Please ensure that you only submit tickets using the support interface, which can be reached by the link at the top of the page labeled, “Support.”
It’s with the correct team at the moment. There’s a bit of a bit back up at the moment, hence the delay in the reply. Apologies for the length of time it’s taken thus far.
We’re looking into the situation.
I checked for a recent ticket from the e-mail address that you have registered your Guild Wars 2 account to, but I was not able to find any such submissions. Please use the link below to submit your ticket:
I see that an agent addressed your ticket on the 26th. If you still need help, please reply to the most recent response that the agent had sent so that we may be of further assistance.
As others have stated, one of the other Lead GMs made a post regarding guild bank restorations. You can find it here: https://forum-en.gw2archive.eu/forum/support/account/Guild-banks-and-Customer-Support/first#post4419815
We won’t talk about individual purchase details here in the forum. Please submit a support ticket so that an agent can review your particular situation with you privately. I’ve included a link to the ticket submission form below. Please select “Purchase Issue” from the drop-down menu for this type of inquiry.
I moved your ticket to the correct team for your particular situation. Someone will contact you as soon as they are able.
I just checked your ticket and it’s with the correct team at this time. With current ticket volumes, I would guesstimate you will get a reply either today or tomorrow.
My query pertains to the Basic Collections (actually all collections) introduced on the 9/9 patch.
I have submitted in-game bug reports of these collections not being able to activate, and various NPC’s not being available to retrieve items from. Also certain vendors not stocking the goods that are required for certain collections either.
Can we get some feedback on this please, or better, an ETA for a fix?
PS: I started a thread on collections a couple of weeks back and no one has come back with anything productive other than ’it’s a bug’.
There’s not much I can say other than these appear to be bugs from what you’re describing. If you have submitted in-game bug reports, then please rest assured that our Quality Assurance team has received them and will look into the matter.
Yes. On the page for registration, the e-mail address and the password that you register must be the same e-mail address and password for the Guild Wars account in order to link the accounts and register the trial to the same e-mail address. Linking can be done later if your friend is unable to remember the information needed to log in to their Guild Wars account; I would suggest registering it on another e-mail address in this case if your friend would just like to play without any extra potential hassle.
If you don’t have access to your Guild Wars account any longer, you can either contact support for assistance with regaining access to your Guild Wars account or register your trial account on another e-mail address and then link the accounts later, should you wish to do so. The second option is easier and quicker overall.
Your friend will need to contact the CS Team and ask for assistance. You can’t do it for him, unfortunately. Top of Page – Support – Submit a Request.
Good luck.
This is correct. We can only speak with/assist the account owner about/with their account. Please have your friend submit a ticket. A link has been provided below for ease of access. Please have your friend select “Account Issue” from the drop-down menu for this particular situation.
Accounts cannot be combined or merged together in the way that’s being described.
One trick you can try, in GW1 talk to Kimmes and cycle between personal and account achievements, then log out and back in. Sometimes that helps to activate the achievements.
^This. If you’ve done this already and you are still unable to get your rewards, please submit a ticket so that an agent can look into your particular situation.
Points earned in the Hall of Monuments after the accounts have been linked will still count. You will need to visit the ghost of Kimmes in the Ruins of the Hall of Monuments in Guild Wars 2 once you have earned a new reward in order to obtain it.