Guild Wars 2

I think that the linked post from Aye provides you with the answer you need.

What I would like to ask you to do is provide me with the 6-digit Support Ticket number, so I can give a few people a stern talking to… ~ahem~ … so that I am see what we can do to amend our responses in both content and applicability.

geminiknight, as suggested above you can purchase, receive the serial code, and then send it to your friend. Do not set up the account, but allow your friend to do so entirely on his own.

Thanks for gifting Guild Wars 2 to your friend!

If the suggestions above are not effective, please submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you.

For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Both are good suggestions. Please try them but submit a ticket if you still need help. That’s “Support” a the top of this page, then “Submit a request” on the linked page.

You have submitted a ticket. That’s the appropriate way to get help. With an issue this old, and seemingly rather complicated, I’d allow several days to get this resolved. If you still need assistance on Friday or later, you can post in the Tickets for Review thread above and I’ll see if I can find out more.

I am glad that you folks understand: We cannot “give back” money that we never received. I don’t want to sound like I’m touting our store over others, but we can do more for the people who purchase from our official site, as opposed to those who buy elsewhere. That doesn’t mean you shouldn’t support your local retailer, but for outlier issues like this one, we simply cannot give a refund because the money is not ours to return. Thanks again for understanding this.

As to the situation where one could add a new code to a terminated account, I will investigate that and see if there is a way to prevent it. The fact is, the chances of someone adding a code to a closed account are probably 0.0000001%. But I’ll see if there is a way to block it, without taking needed resources from other, higher-priority tools needs.

Update: 27 January 2014

270629 – Resolved
266258 – Resolved
267757 – Resolved
289107 – Resolved
275568 – Resolved
274975 – Resolved
260709 – Resolved
254999 – Resolved
275477 – We still need sufficient proof of ownership to help you with this.
268295 – Final Response: As explained, we do not have the ability to restore your Guidl Wars account, place items on your account, or grant you achievements.
250007 – Our agent sent questions on 20 January. Please respond so that we can continue to work on this.

• Some tickets will require extra time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

If your ticket is at least three days old, and if you still need assistance, please post in the Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Update: 27 January 2014

270629 – Resolved
266258 – Resolved
267757 – Resolved
289107 – Resolved
275568 – Resolved
274975 – Resolved
260709 – Resolved
254999 – Resolved
275477 – We still need sufficient proof of ownership to help you with this.
268295 – Final Response: As explained, we do not have the ability to restore your Guild Wars account, place items on your account, or grant you achievements.
250007 – Our agent sent questions on 20 January. Please respond so that we can continue to work on this.

KNOWN PHISHING E-MAIL

Subject Line: Account Ownership
Alleged Sender: ArenaNet <noreply@guildwars2.com>

Body:

Greetings!

It has come to our attention that you are trying to sell your personal Guild Wars account(s). As you may not be aware of, this conflicts with the EULA and Terms of Agreement. If this proves to be true, your account can and will be disabled. It will be ongoing for further investigation by ArenaNet Entertainment’s employees. If you wish to not get your account suspended you should immediately verify your account ownership.

You can confirm that you are the original owner of the account to this secure website with:

[[Note: E-mails says https://account.guildwars2.com/allow-login?token= and then contains a bunch of letters and numbers that look pretty realistic on the e-mail body.
However, mouse over the e-mail and you’ll see that it actually leads to an address that ends in .vu, which is a small nation in the Pacific called Vanuatu. Please be aware: We don’t have anyone working for us in Vanuatu and we don’t send mails through that sort of address! ]]

If you ignore this mail your account can and will be closed permanently. Once we verify your account, we will reply to your e-mail informing you that we have dropped the investigation.

Regards,

Account Administration Team
Thanks! —The ArenaNet Team

— END SAMPLE —

This is fake. Delete it immediately.

Just a reminder there that this thread has a ton of good info and samples of phishing e-mails!

Bumping to keep this visible. It’s seems to be less of an issue, but still, some players’ e-mail providers still are blocking our mails, and we’re very sorry for those that situation affects!

Bumping again, as we still see a lot of duplicate tickets, and we really want to help people as quickly as we can!

It’s an odd thing when you get the title but don’t get the goods and it is a known issue. But what’s interesting is not that it’s a bug that you don’t get the rewards, but in fact a bug that you got the title prematurely, before it should have been granted.

I just wrote up a detailed response for Support, and I think it might be helpful to post some of it here:

To receive the rewards for fully exploring the world, please carefully review each map for missing Points of Interest, Skill Challenges, Renown Regions, and Waypoints with the single character with whom you are trying to finish the task. (Note: One character must do this task, not Char A for some maps and Char B for others.) The most common areas that are missed are World vs. World maps, Chantry of Secrets, and the various city maps, such as Divinity’s Reach, Black Citadel, etc. Once your selected character has visited every required area, you will receive the rewards.

Hope this is helpful info!

Skull — I wanted to follow up on this. Can you tell me if you got this sorted out? (If not, can you please give me your six-digit ticket number so I can review it to learn more?)

Thanks.

Inculpatus cedo.9234:

That’s an interesting update. According to the Knowledge Base, we can’t buy an NA version and register it in the EU.

‘For customers in the North American and European regions, upon registration our servers will perform a one-time check to ensure your serial code matches the region you are connecting from. Customers in North America must register the North American version of the game; customers in Europe must register the European version of the game;…’

Perhaps, someone could update the Knowledge Base with this new information. =)

I agree, that would be a good idea. I’ll ask our KB person to verify all the details in that article, and thanks for pointing it out.

Once an account is refunded, it is permanently closed. I don’t know how you could add a new serial code to a closed account, but sometimes strange things happen. CS will not be able to re-activate the account — that’s the price to be paid (and it is warned about) when seeking a refund. But I sense you may not be asking to reactivate your old account, but simply to use that e-mail address again.

A CS agent may be able to retrieve the new code if it truly has been added to the terminated account. I cannot say whether he/she would be able to release the e-mail address for another use — to be honest, I suspect that cannot happen. (But no worries, if the code can be retrieved you could set up the account with a second e-mail address, right?)

Anyway, as explained by forum members in this thread, the only way to resolve this is to submit a ticket, which you have done. The team will response as soon as they are able to do so.

Regerar — each case of this sort is reviewed individually, so submitting a ticket really is the best way for you to get a review to see if we can assist you.

Thanks!

FaithfulMule.3179:

I put a ticket in support but not sure how I know they got it……

To answer the question as to how you’d know if Support got your ticket: Please check all your e-mail inboxes, because an automatic response is sent for each ticket when it is submitted. No worries if you don’t find that one, but of course we want to be sure you’ll get actual agent responses in the future. More info here: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

mercury ranique.2170:

You need to go to ‘support’ (on the top of this page) and then to ‘submit a request’ (top right corner of that page). If you done that and done all the steps to file a support ticket it is a waiting game. They work 24/7 but there is a queue.

Looking at your post it seems that you made mistake once to transfer server instead of guesting. If that is the case (support can see that) it is up to them to decide to grant you a refund of gems and a feee transfer back. If it is, as your saying a glitch is it is more likely they will do so.

Personally I think that the world transfer and the guesting option are too simular. So to make a small suggestion….

—suggestion of fictional solution starts here—
Do not change the guesting option and keep it as it is.
To make a server change (besides when you got all characters deleted) you need to be in the game and buy a ‘server change token’. Once you got this token you can double click it in game to select your new home world.
—-end of suggestion of a fictional solution—-

Just my two cents.

MR: About suggestions: With the closure of the Suggestions Sub-Forum, I am not sure where to place the ones you’ve made about the game UI design. Perhaps you could place your suggestions in the General GW2 Discussion Forum, or find another sub-forum that would suit. I do hope you will post your ideas — we are always on the lookout for ways to make the game better! Thanks.

I do not know the answer to this, and it’s really not a customer support-related question. I would like to ask you to post this question in one of the PvP Sub-forums, where I’m sure you’ll get an answer from someone who is knowledgeable about the subject.

Thanks!

tolunart.2095:

Knowing his email address is not the same as having access to it. If they had the password to the email they would have intercepted the “someone is trying to log in” email and validated themselves, thus successfully hacking the game account. Because they didn’t do that, they have the address but not the password.

It’s like, looking up my address in the phone book, you can show up at my house, but that doesn’t mean you have the key to the front door.

This is true. E-mail addresses are “phished” all the time by people who hope the owner has a GW2 account, and will fall victim to an account theft. The fact that an e-mail address is “out there” isn’t the issue. The issue is when the e-mail address and password are on some credential list harvested from a hacked site, and some pretty major sites have been plumbed for those lists. For more info, see this article, definitely worth a read: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

Glad all is well, and thanks for updating the post so we knew it. If you don’t mind, Sandra is right, updating the ticket would be very helpful! Welcome back to the game.

kaat.8237:

That or one free transfer within the first 30/60 days of creating an account.

I’m afraid that negates the reasoning behind the cool-down period and is, unfortunately, too likely to be abused. The policy for new players is going to address this, but thanks for the suggestion!

Pook.2097:

Just wanted to update, and to give a shout out with how impressed I am with the service on this issue. Our issue was handled overnight in a very satisfactory manner by a CSR, and we are off and running. Appreciate the quick response and think it’s great when a company can recognize when an umbrella policy might not cover every situation perfectly, and works to get it solved. What could have been an extreme annoyance for our group instead became a positive experience.

So glad everyone is happy. Yep, we look at policies all the time to make sure we’re doing the maximum we can for every player. Raim, welcome to Tyria! And Pook, if your friend is a different person, pass along that greeting for me!

Ok, policy change made (or at least clarified for everyone).

In a situation where a new account holder/player starts the game and realizes he or she chose a game world in error, if that player contacts Customer Support (via a ticket, Click “Support” above and then “Submit a request”) we most likely will be able to accommodate a transfer request.

Exceptions may apply. For instance, if someone is playing on his/her second account, game world selection is not a new experience and I don’t see us offering this service. The free transfer without cool-down is intended for players who are totally new to Guild Wars 2.

This means a brand new player will not need to wait for a 7-day cool-down period but can get moved to the game world his/her friends are playing on without delay. This should happen when a player submits a ticket right away, within 24 hours of account creation.

Please let me know if you have questions, and I’m glad this sorted out perfectly for your friend!

I am inquiring about this. I would like to see a change in how we handle these particular requests, so I’ll update if that happens!

Hi Gambit. Once you pick up some of those mails and delete them (removing any items they may contain, of course) your other mails will drop down into your mailbox. They’re held by the system until you have space. We do recommend keeping the level quite a bit below 10/10 because these situations can arise.

Welcome back to the game, and enjoy the goodies!

LastOneAlive.2546:

Helpful thread for a frustrating issue!

Just wanted to give some feedback – I’ve been having trouble recently getting emails to authorize login attempts from different IP addresses (one set IP address at home, and also a mobile internet modem through a different provider. I had about a 30% success rate), and yesterday I needed to reset my password but wasn’t receiving the password reset emails. For the record, I use a hotmail address. I found this forum topic, read through the entries, added the list of email addresses provided by Gaile in a previous post to my safe senders list, then requested another password change and an email arrived within seconds allowing me to change my password. Excellent, and thanks for the advice.

I do have to mention, however, that the Password Reset email I received from noreply@guildwars2.com shows up in my hotmail inbox as from ArenaNet rather than noreply@guildwars2.com, contrary to Gaile’s note on that email address. I double checked the sender by clicking “forward email”, and the first line of the email to be forwarded is “> From: noreply@guildwars2.com” with no mention of “ArenaNet” in the sender line, so all is well. Perhaps that’s just a hotmail quirk.

Thanks again!

Thanks for the confirmation that you can amend this and for the note about the sender. I’ll go back and update my comments later. I’m glad your access is ok now and that you’re getting those critical authentication mails!

How does this look? https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/page/2#post3274758

I discussed this with our Billing Team, and here’s how things work:

Yes you can purchase an Non-European (also called North American, but it covers any region except Europe) code from buy.guildwars2.com for your friend in EU and she will be able to register and play the game with that code. However, if that happens, her account always will be a Non-European account and if she wants to add codes to it later — say, though Gem Store purchases — she would need to acquire Non-European codes for those purchases, as well. That would make it more difficult for her in the future.

Instead, we recommend that you purchase your friend a boxed copy of the game from one of our authorized retailers in her European region that can ship the game box directly to her address in Europe. This way, she will have a European game and adding codes in the future will be possible.

I hope this is helpful, and thank you again for sharing Guild Wars 2 with your friend!

bapenigo.3120:

Hi Gaile, the latest update(22 Jan’14 Build: 28,787) seem to have fix the TgUpdate 1.11 problem.

So glad to hear that, bapenigo! I believe there may be outlier cases that still need to know about the process outlined above, but it’s good that the majority may be in the clear.

Gnat — I’m get daily warnings for certain systems we use at work. I figure okaying my own access is a small price to pay for the one day I might get a message that “Someone is trying to access your account from Uzbekistan or Uruguay.” I just put up with the confirmation process and move along.

As IC said, the requests for confirmation will decrease over time.

DominicanLegend.1403:

Greetings,

I have also received a phising email, it was signed by GM Cuache stating that I have been trying to do illegal transactions, when I clicked the link google advised me that it was a phising site and I did not go any further, I though it was weird since last I played in GW 2 was like 1 week ago and I only have one friend there.

That’s a fake and links should not be clicked. I’m glad you got a warning and that your account is ok!

pandora eight.9451:

As the technical support continues to ignore my support request I would like to know how can I get a refund for your non-functional product.

You may simply update your ticket to discuss your request.

sirsquishy.8531:

While this forum is moderated by Anet, they do not have a good ‘support’ Presence here. This forum is mainly managed by us volunteers.

So start by telling us what the issue is. Its possible we can help resolve it, or give you advice on how to get it resolved.

Check my posting history. We’re here every day, so yes, we have quite a strong support presence.

And no, a forum member cannot solve this issue, because this would require a review of the ticket, to which forum member do not have access. Please consider the accuracy and fairness of your posts before hitting “Reply.” Thank you.

Click Support at the top of this page, then “Submit a request” at the top right-hand side of the linked page. Outline what you wish, and the team will help you.

Let me double-check on this one and I’ll let you know ASAP. I do not want to write less than clearly about how this works, although I’m pretty sure I know.

Thanks for the generous thought of gifting the game to your friend!

timidobserver.7925:

On the rate your support page, it gives me the option to type in a comment with my rating, but I do not see a submit button? Am I missing something?

Hmmm… that’s a good question. Let me ask one of the team to look into that.

Just wondering, did you try hitting “Enter” to see if it “took?”

Thanks for letting us know!

Moving to front page.

And please note our “A Note About Phishing” thread for lots of information and samples on these cases.

Moving to front page.

Kussin.2836:

Tickets: 280791, 277237, 275568
friend he remembers all info but cant log in due to authentication and old email that was
connected to account was deleted.
He has yet to receive any response since Friday the 17th

As long as he continues to submit requests, his response will be delayed. If he wants an update about this situation, please have him open the email with the first (oldest) ticket number and request an update. Thank you.

Repeating a post from a few weeks ago, so those of you who “skip to the end” will have the tools to address the issue.

From the QA team:

“We’ve determined the problem that is outlined in this thread (and a few others) is an issue connected with the TG Updater on Mavericks OS X. We’re currently working on a fix.

The Update can be manually patched by using the steps below:

1. Check current version # of TG Wrapper by navigating to Applications -> Guild Wars 2 -> Get Info

2. If the version is older than 1.0.009524, download TG Update. You can get the TG Update here: http://cider.ncplatform.net/Live/GWII-Update-009524.tgz.

3. After downloading, manually unpack the .TGZ file by double-clicking on it

4. Updater should now be unzipped and visible. Double-click updater and you will be prompted to select your output app

5. Navigate to where your Guild Wars 2 client is located. (default location is Applications -> Guild Wars 2)

6. After selecting Guild Wars 2 you may be prompted by your Mac to allow the update to make changes, if so enter your password and the updater should resume updating. Note: If you are getting a message: “GWII-Update-009524.app” can’t be opened because it is from an unidentified developer". You must allow third party apps in your System Preferences->Security & Privacy->“Allow apps downloaded from anywhere”

7. Once patching has been completed confirm that TG Wrapper version has updated to Version 1.0.009524 by re-following step #1

8. After the update is completed try launching the game client

I believe that user’s work around (above) for the update should work pending the updater not working. I was able to update the TG Wrapper on our Mac with Mavericks from the old wrapper with just unzipping the updater and applying the update.

Here is an additional Work Around if the update does not work:

1. Get a new copy of GW2 Mac Beta client from the GW2 website. Do not open it yet.
2. Move the GW2.dat file from your existing GW2 client (so you don’t have to re-download ~20GB file again). Right click (Control-Click) on the game client, choose “Show Package Contents”, then go to Contents?Resources?transgaming?c_drive?GW2. In this folder, find GW2.dat and move it to Desktop
3. Remove your old GW2 client, including the Guild Wars 2 folder in ~User/Library
4. Install the new GW2 mac beta client.
5. Apply the updater patch you had downloaded at the beginning of this post.
6. Launch the game.
7. When it starts downloading game files, close it.
8. Move the GW2.dat files back into the new GW2 mac beta client. Follow step 2, but this time you will be moving the file from Desktop to GW2 folder."

Aigisthos.3059:

Gaile Gray.6029:

Also, please note that the devs are working on a more permanent fix with less hoop-jumping.

Gaile, I’m assuming this will not be addressed until the next “features update” (aka 8 weeks from today) considering what Colin said in his 2014 post regarding finishing up the Living World story line. Can you confirm this?

I’m sorry, I truly am not sure about the timeframe. And of course, saying “It’ll come on such-and-such a date” isn’t always the best practice, when something is still in development because, well, development may take longer than expected, the team may expand the project to add more developer-y goodness to the overall fixes, etc., etc.

I am sure when there’s info to share we will update this thread.

Thanks for your patience, guys. It’s very appreciated!

Since this is more a technical support than account issue, I’m going to move this thread to the TS Forum, in case it will help other players.

Thanks for letting us know that you were able to get the update and are in the game. Have fun, now.

SandraSolace.7682:

Bump

Seeing lots of posts saying “I sent in another ticket…”

Thanks, I appreciate that! We need to get this into the collective consciousness.

Sorrow — just to be sure you know: World transfers are allowed once per 7 days. So yes, you can transfer for free with the ideas shared above, but please note that if you wish to transfer again, you’ll need to wait that “cool-down” period.

Welcome to the game!

Andy section eight.1062:

I sent in another ticket. I hope resetting my display name an pass will fix it this time. I need my GW fix! I am not giving up on this until it gets fixed.

Again, you log in with your Account Name which is an e-mail address and not your Display Name. We don’t reset Display Names, and changes to Account Names would not, I don’t think, correct this issue.

Glad that rebooting worked for you, and that you’re back in the game!

DNDeath.2960:

Hello. Its DNDeath.2960 i write you after long time with question. I dont have anytime to play gw2 right now ( work,study totaly take my time) so i think im must over with this game. If this still possible refound money for this game and gems what i buy ?

A ticket to support will answer your question, of course. I just need to say that it seems odd that after a “long time” you’re asking for a refund. Would you expect a refund for clothes you wore for a year, or for a book that you’d read, or for a CD that you listened to for months? Again, the Support Team can answer your question, but please think about the fairness of such a request.

Talzed.4153:

A couple of hours after my reply to their response that they weren’t going to do anything AND my post here, it magically reappeared. I will take it.

If we reversed a decision, we would tell you. I’m glad you found the item and that all is well.

kingpip.8973:

So what we are going to do if our account banned and not violates their rules? My friend appeal and replied to the support because he is innocent on this incident, if he is botting maybe he will forget that account and buy another and start botting again but that is not an issue he is innocent and not violates any rules so he want his account back..

He can discuss this with an agent, but from what it appears in this thread, he was shown leniency and consideration in the first case and chose to breach the rules again a second time, at which the account was permanently closed.

This is not an attempt to sell more games. This is an attempt to enforce our rules, even if we occasionally show generosity in allowing a second chance.

kingpip.8973:

Well the support already replied to my friend email, Just want to clear anyone here that after the false ban and you did that again you can’t recover your account forever.. So doing Gates of Arah event is bannable LOL!!!

Nonsense. What’s “bannable” is cheating while doing the event. If your friend did not cheat, he can explain that to the agents and they’ll review. Obviously, cheaters claim they are not cheaters, but if an error was made, your friend can work with the agents to sort that out. No forum member can resolve this so the thread is now closed.

Astral Projections.7320:

“Our investigation confirms that your account was involved in the violation for which it was cited. However, we are going to extend leniency to you on a one-time basis and we have reinstated your account access, you may rejoin the game now”.

I’ve seen this statement before on previous threads and I admit it’s a puzzling one. Either someone was botting and deserves a ban or they were not and it was a mistaken ban. I’ve never seen an official statement on why they say this so here are my idle speculations, based on snippets of info from reading the forum since launch.

My guess is that Support is not part of ANet. That it’s a separate company that ANet pays to run their support services. If so, this company would have is own policies and lawyers that handle mistakes. So, this statement would appear to be a piece of legalese imposed by the lawyers to reduce the chance of a lawsuit if that company makes a mistake when banning someone. It’s not an independent statement from the person handling your case but a set statement required by the lawyers when closing a case where someone was falsely banned. 

Please, don’t speculate, you couldn’t be more mistaken! All of what you’ve said is simply inaccurate. I sit at ArenaNet. Many CS agents sit at ArenaNet, as well. ArenaNet sets all policy and all legal issues are determined by ArenaNet Legal Counsel, not some anonymous third-party-company’s attorneys. (And who would contract with an agency and have them drive legal business for the company that hired them?) Lastly, lawyers do not monitor or drive our support responses. They might be consulted on a rare occasion, but certainly we’re not intentionally defining a poor response or giving a bad answer to a player in order to avoid some sort of legal consequences.

Again, please don’t speculate based on “snippets,” or forum involvement, or the reading of tea leaves, or the casting of bones.

Update: 21 January 2014

261816 – Resolved. Please update your ticket if you have continuing questions. Thanks.
278197 – Resolved. Please update your ticket if you have continuing questions. Thanks.
266258 – Resolved.
261816 – Resolved.
260709 – Resolved
267723 – Resolved.
267757 – Resolved.
270252 – Resolved. We do not have enough verification to allow access to this account.
270629, 271286 – Under review. Please follow up, if necessary, in the original (older) ticket.
274568 – Under review. Thanks for the additional info.
274975 – Under review
275477  – Under review, but this does not appear to be a naming issue.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

If your ticket is at least three days old, and if you still need assistance, please post in the Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.