Guild Wars 2

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.

bluebottleblues.8096:

For the second time my account somehow got compromised.
I have for the second time successfully reclaimed my account.

I have e-mail verification enabled.

I have viewed my account’s Authorised Networks and all the network’s IPs are located in Britain (where I live).

Either the individual(s) who have compromised my account in the past are situated in Britain or they are somehow able to by-pass my email Authentication.
I have been getting emails telling me that IPs in China (as an example) have been trying to access my account. So, the Authentication system is working on some threats.

I would like to understand why this is happening.

P.S. I do not own a Smart Phone, therefore I cannot take advantage of the Smart Phone App verification. I own a none-smart phone. It feels like upgrading to a smart phone to protect my account is rather petty.

Because this involves security, I’d like to suggest that you confer with an agent about this via a ticket. It would not be prudent for us to discuss the matter in a public forum, since the information involved is related to your security, and because in a general sense, talking about this might provide details that a would-be hacker could capitalize upon for others in a situation similar to yours.

Ema.4953:

Basically the question is – is there any way at all that a guild bank can move servers with you?

In a nutshell, as explained above, no. The guild bank will stay on the world on which it was created.

Yes, you are correct. Here’s the difference in names:

Account name = log-in game = user name = An email address at account creation and used to log in to the account. Your account name can be changed through a support ticket.
Display name = A rather generic (in most cases) alias that identifies you in the game and on the forums but protects your e-mail address/user/account/log-in name. After all, Fred@ThisEmailProvider.com is part of your account credentials. No one can or should be able to hack or assume your identity using LittleFreddyFooFoo.1234.

The team is happy to help you personally. 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.

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.

Just to be clear, the “region lock” applies only to registration, it does not apply to the world on which a player participates in the game. So as the kind players explained above, your friend can purchase anywhere, register, and then select a game world.

Have fun!

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.

I agree that we need a means for players to report offensive guild names. It’s definitely on our wish list for future development. In the meantime, please do submit a ticket and the team will review and act accordingly.

Please submit a ticket by clicking "Submit a request in the upper right-hand section of that linked page.

Please submit a ticket by 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.

The team will be able to look into this for you, so do feel free to submit a ticket.

Thank you for looking that up, ShiningSquirrel.

Herosandwich, our billing provider is really careful about taxes, making sure they collect when legally appropriate and that they not collect when not required by law.

So if sales tax is being charged in any state or region, I feel confident that the charge is correct, even if previously a player did not have a sales tax charge on their bill. However, it’s good to ask the question, and I hope this info puts your mind at ease about the charge.

Oh, and thanks for supporting the game through the Gem Store!

Hey, everybody. Please note this (added, as well, to the post: A Note About Phishing):

Important Update as of January 2014

In the past we have said we would not send warnings or notifications about support actions. However, as of January 2014, we are sending some e-mails that warn a player of a chat violation or that notify a player and his/her account has been suspended for a chat violation. (Note GW2 Rules of Conduct) This system will help players avoid a suspension by making better in-game choices. It also will help suspended players learn what they did to earn that suspension so that they can avoid further impact on their account.

Please note:

• These notification and warning e-mails from Customer Support will never contain live or active links.
• The e-mails instead will refer you (without a link) to our Support System for assistance so you can control accessing the ticket system.
• At this point, warnings and notifications are only for chat violations.

If you are not sure about the legitimacy of an e-mail, please never hesitate to ask through a ticket or on this forum. However, the easiest way for you to check on this is to look for a link. If you see a live link in an Customer Support-oriented e-mail that you did not request, it’s not from us and you should delete that e-mail as probable phishing.

And remember, the warnings and notifications are sent only as a courtesy. You’re safe to delete all such mails, and may do so if you’re more comfortable taking that step.

Important Update from Customer Support — January 2014

In the past we have said we would not send warnings or notifications about support actions. However, as of January 2014, we are sending some e-mails that warn a player of a chat violation or that notify a player and his/her account has been suspended for a chat violation. This system will help players avoid a suspension by making better in-game choices. It also will help suspended players learn what they did to earn that suspension so that they can avoid further impact on their account.

Please note:

• These notification and warning e-mails from Customer Support will never contain live or active links.
• The e-mails instead will refer you (without a link) to our Support System for assistance so you can control accessing the ticket system.
• At this point, warnings and notifications are only for chat violations.

If you are not sure about the legitimacy of an e-mail, please never hesitate to ask through a ticket or on this forum. However, the easiest way for you to check on this is to look for a link. If you see a live link in an Customer Support-oriented e-mail that you did not request, it’s not from us and you should delete that e-mail as probable phishing.

And remember, the warnings and notifications are sent only as a courtesy. You’re safe to delete all such mails, and may do so if you’re more comfortable taking that step.

ABalloon.6924:

i may be wrong but surely its simpler to log on your test character and deposit the items into your storage as they share across all characters. storage can be located in any major city or starting area and are labeled as banks on the map.

perhaps im missing something about this issue but if not then that seems like the best option, rather than having support go and delete characters and shuffle things around

~cheers

I believe you’re right! I mis-read and thought the first character had been deleted with the items. Yes, the chest and items are initially account bound. If you use the skins, then they become character- (or soul-) bound. But you can open the chest and retrieve the items with any character, even your second. Just be sure that when you use the skin, you choose wisely.

Once an item is account bound, we cannot “unbind” it so that you can give the item to someone else. I’m sorry but that’s not a service that we offer.

As to terminology, yes, it can be confusing. Here’s the skinny:

Account name = log-in game = user name = An email address at account creation and used to log in to the account. Your account name can be changed through a support ticket.

Display name = A rather generic (in most cases) alias that identifies you in the game and on the forums but protects your e-mail address/user/account/log-in name. After all, Fred@ThisEmailProvider.com is part of your account credentials. No one can or should be able to hack or assume your identity using LittleFreddyFooFoo.1234.

I have put in a request to make a change to our interface that would greatly aid this situation, but UI changes take time. I will check on that request this weke.

TSLlol.4879 – I did not find a ticket from you in the system. If you need to do so, you can simply e-mail support at Support@GuildWars2.com. We want to get you the help you need.

wrobel — I’m sorry if you found your ticket language confusing, but please keep this in mind: Anyone could write in from a second e-mail account and say “I own the account named Fred@ThisEmailProvider.com, please change it to [new name].” Yes anyone could attempt that. If we simply said “Oh, sure, here ya go” that person writing may or may not actually be the account holder, and we could be allowing someone to get hacked through our own support system.

We ask questions because that is the way to ensure we are helping the real account holder, and doing what, and only what, the account holder desires. I think the inconvenience of answering those questions would pale when compared to the knowledge that we’re taking care to use appropriate security measures for your account.

I looked up the chat, and let’s just say you were a little liberal with words beginning with the letter “F” today. Please read above for our policy on in-game chat. It truly is not a free-for-all because there’s a chat filter.

As far as making our policy clear, please see the first item on the Rules of Conduct: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/ I really think that’s pretty clear.

Fried.4871:

i found 2 of this folders on my HD, After Deleting them all is working fine.
C:\Users\YOURYOUSESRNAME\AppData\Local\Temp\gw2cache-[somecrypticrandomnumbers]

when you guys are in luck there should be a Debug Message that helps to find the files too in your installation folder

Thanks for posting this, Fried. I closed your other thread so the devs can focus on any continuing issues and so they know the one you reported was cleared through changes on your system.

Looks like Fried solved the problem, so I’ll close this thread.

If you currently are experiencing this issue, please be sure to provide your OS info, as that will help the team analyze this. Thanks.

Mondays.3178:

I’ve been getting this screen the last few days…
Nothing loads.

SrDingleberry.3580:

How about enabling the option of buying gems through the website like every other game? I am having this blank screen problem right now, meaning I can’t even get to decide which amount to purchase because I can’t see them.

I live in a country where all game cards are far more expensive than the amount they’re for although I’m fairly certain that only Blizzard sells game cards in Iceland. That being said, I wish it was possible to at least buy an electronic came card online through this very website.

Sincerely;

Cutie Boo.

I’d like you to add your post to this thread so we can keep these reports together:
https://forum-en.gw2archive.eu/forum/game/bltc/Gem-Store-not-loading/first#post2926517

Please be sure to include your OS (and version, if possible) when you post.

(Note: The thread was started last September, but I noticed about half a dozen reports in the last week, so I’m e-mailing the team to ask about this.)

Thanks for your help!

By all means contact Support so the team can help you with this.

tolunart.2095:

ArchieD.6972:

Thank you Inculpatus. =) It’s still frustrating and highly discourages us to play together now. With so much of the game geared towards player cooperation, one shouldn’t fear playing with somebody sitting right next to them in fear of their accounts getting terminated.

My wife and I play the game together often, while sitting in the same room and share money and items through a private guild bank. These things will not cause problems for you, we’ve had no difficulties in well over a year.

The number of reports or the circumstances around them will not get you banned either. Anet employees investigate the reports but they are only human and on rare occasions make mistakes. If you investigated hundreds of reports every day you might see something that isn’t there once in a while, too. It’s unlikely you will have any more problems but if you do an appeal will set things right in a few days.

Thank you for this information, tolunart. I am sure it will be helpful to ArchieD.

Eterniity.5809:

This is the account issue forums why can nothing be done.

The forum is not the place to post individual requests of this nature. The Customer Support Team has worked with you to resolve your account compromise issue, and an agent will be happy to review your new request. Please update your existing ticket (do not make a new one) to file a request to be moved back to your old game world. Thanks.

Update: 20 January 2014

261603 – Resolved
260599 – Resolved
261816 – Resolved. CS is not able to accommodate your request, as explained today.
271556 – Reviewed, and the answer given is the correct answer.
266258 – Thank you for your response with more information. An agent will review and respond as soon as possible.
267757 – Thank you for your response with more information. An agent will review and respond as soon as possible.
267723 – This is currently under review.
270252 – This requires account verification in order to process. Please ask your friend to be patient, as this appears to be a pretty complicated issue.
268398 – This isn’t a valid ticket number. Could you please check with your friend and update with the correct ticket number?

• 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: 20 January 2014

261603 – Resolved
260599 – Resolved
261816 – Resolved. CS is not able to accommodate your request, as explained today.
271556 – Reviewed, and the answer given is the correct answer.
266258 – Thank you for your response with more information. An agent will review and respond as soon as possible.
267757 – Thank you for your response with more information. An agent will review and respond as soon as possible.
267723 – This is currently under review.
270252 – This requires account verification in order to process. Please ask your friend to be patient, as this appears to be a pretty complicated issue.
268398 – This isn’t a valid ticket number. Could you please check with your friend and update with the correct ticket number?

You make good points. I’d like to add that even the most trustworthy e-mails can be phishing attempts, if your friend or family member has his/her e-mail account compromised. I have gotten e-mails allegedly from very close, very well-trusted people, but I take one look at think “Nah, I’ll pass” because it’s something very sketchy, like “You have to see this! with a link.” I think we all should be very aware that most compromises involve e-mail accounts, so it’s good to be very, very skeptical about anything that comes into one’s e-mail inbox!

Update: 17 January 2014

243843 – Resolved
241165 – Resolved
247685 – Resolved
241710 – Resolved
255438 – Resolved
250232 and 250854 – Resolved
249549 – Account ownership is in dispute. An agent will review and update when the investigation is complete.
255782 – Information provided to prove account ownership doesn’t align with our records. Your friend needs to update the ticket with the correct information to continue this request.
261603 – These multiple requests will be reviewed as soon as possible.
260709 – This request will be handled as soon as possible.
260599 – First, please never access someone else’s account again. Your friend post may post on your behalf, even share a copied and pasted message directly from you. Second, an agent will get back to you as soon as possible.
228533 – Agent responded Monday but we have not heard back on this matter. Please let us know if you want to proceed.
242351 – Agent responded Sunday. Please update the ticket if you desire assistance.
254999 – I asked for an agent review today.
250007 – I asked for an agent review today.

• 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: 17 January 2014

243843 – Resolved
241165 – Resolved
247685 – Resolved
241710 – Resolved
255438 – Resolved
250232 and 250854 – Resolved
249549 – Account ownership is in dispute. An agent will review and update when the investigation is complete.
255782 – Information provided to prove account ownership doesn’t align with our records. Your friend needs to update the ticket with the correct information to continue this request.
261603 – These multiple requests will be reviewed as soon as possible.
260709 – This request will be handled as soon as possible.
260599 – First, please never access someone else’s account again. Your friend post may post on your behalf, even share a copied and pasted message directly from you. Second, an agent will get back to you as soon as possible.
228533 – Agent responded Monday but we have not heard back on this matter. Please let us know if you want to proceed.
242351 – Agent responded Sunday. Please update the ticket if you desire assistance.
254999 – I asked for an agent review today.
250007 – I asked for an agent review today.

Ruana.6054:

Hello

I just bought the game few days ago and made a testing character.
I unintentionally accepted the items I got in mail after buying the game.
I want to play with my brother so I made a second character which is the active one.
The ‘testing account/first one’ I do not use and yet it has the gift items on it.

I don’t mind whatever happens to that one, you can even delete it.
But … can you send the items again to the second one? You can auto-delete the first character so that I don’t have double items. The items are all intact and haven’t used even one. It’s just the fact that it’s on the wrong character and cannot use them as of yet.

Thank you (great game btw, worth the money)

I’m glad you’re enjoying the game! For help of this sort, you need to personally file a support ticket — it’s not something we can undertake with a forum request.

Please click “Support” at the top of this page, then “Submit a request” on the linked page. From there, provide the requested information about your account and an agent will assist you as soon as possible. (Please note: There are a number of questions that you can answer, but you are not required to answer all of those questions. The questions are posed to ensure that whatever steps we take are being requested by the account owner.)

CharrGirl.7896:

It worked, thanks:)

I am glad that’s all sorted. Thanks for sharing the suggestions, guys.

Phi Is Sly.1857:

Why is this person getting his cash bought items restored Gaile? When i lost a cash bought item by i deleting a char, i got told they would not restore the item??

I’m afraid you’re jumping to conclusions. The case is still being investigated. The question was about when he could expect a response, not about the content of that response.

Bradesco.9621:

Gaile Gray.6029:

He can contact Support by clicking “Support” at the top of this page, then “Submit a request” on the linked page. CS will be able to assist him.

He did it yesterday, but none answer him yet. Early today he submitted another request and he’s still waiting for an answer.

And that is precisely what he should not have done. Submitting duplicate requests bogs down the support system and slows our ability to respond to anyone, including the person who submits the duplicates. Instead of being able to answer the ticket, first we must search for and merge or close the duplicates and then send a response.

If your friend wants to update his ticket to provide more information or to request an update, have him update his original ticket and ask that he not create any new ones.

He submitted a ticket just yesterday and we are not always able to respond within 1 day, although we are working to improve response times. The ticket will be answered in the order received. If he wishes to provide an alternative e-mail address — one that is not blocked — he can update his original ticket with a secondary contact e-mail address.

Thank you.

Great! I can see that the ticket is moving through the process just fine, and is being handled by a terrific agent, so all is well.

I understand better what’s going on now that I’ve seen the ticket and who is working on it. No worries now!

He can contact Support by clicking “Support” at the top of this page, then “Submit a request” on the linked page. CS will be able to assist him.

realassistant.2086:

I just received an email from support@guildwars2.com for requesting a forgotten password. The only problem is, I know my password and didnt send the ticket. I immediately got an email from support@guildwars2.com asking to verfiy that the person who sent the ticket was me by giving info on my character’s race/prof/etc. I dont know what to do, is this legit? Did somebody use my email address to try and change my password?

I am very concerned that your e-mail account may have been compromised. Answer questions VERY carefully at this point, since someone may be reading your mails and gaining all the information that you share. I suggest that you create your own ticket with a different e-mail account and contact Support so that they can investigate.

I could be overly concerned and this may all be just fine. But you’re worried, and I share your concern about this. When someone tells me that a password reset request was submitted but not by them that’s one area of concern. When you get “prove you own the account” requests, that’s an even higher level of concern.

Please let me know how this sorts out.

Kulvar.1239:

Hi!
I sent a ticket to the support and they do two things that I don’t understand. I just ask for the recovery of my infinite tools (I deleted a character and forgot to put them in the bank before).

They’ve asked to use my account and changed my password. Just why ?
Can’t they juste check my account without it ? Just look in the database that I’ve buy the infinite tools 2 weeks ago and that they’re not in my bank or on a character ?
Why have they to lock my account and create a character on it (They created a Norn named “Testytesty” ?

It’s not phishing because I’ve not give my password.

Where did you file a support ticket? What is the number? I will investigate, and thank you.

Update: 16 January 2014

250232 – Your friend submitted two tickets. Please ask him to update only his original ticket (this one). He is actively discussing with an agent and I’m sure this will be resolved soon.
254999 – Your friend submitted three tickets. Please ask him to update only his original ticket (this one). This has been routed to a senior agent for assistance.
249549 – An agent is reviewing this today
brian.4160 – We transitioned to a new support system last October. Please submit a new ticket so that we can help you. Visit “Support” at the top of this page, and then “Submit a request” to fill out a new ticket. Thank you.

• 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: 16 January 2014

250232 – Your friend submitted two tickets. Please ask him to update only his original ticket (this one). He is actively discussing with an agent and I’m sure this will be resolved soon.
254999 – Your friend submitted three tickets. Please ask him to update only his original ticket (this one). This has been routed to a senior agent for assistance.
249549 – An agent is reviewing this today
brian.4160 – We transitioned to a new support system last October. Please submit a new ticket so that we can help you. Visit “Support” at the top of this page, and then “Submit a request” to fill out a new ticket. Thank you.

EMTDJ.9042:

OK, I sent a support request in game and I just submitted a report via the support on the website.

Again, and just for clarify for others who might read this: submitting a report in the game about purchase issues or gem card issues is not appropriate. You need to submit a ticket in order to get help with such things.

EMTDJ.9042:

I sent one in game

There is no way to submit a ticket in the game. You can submit a report for a limited number of reasons, such as offensive chat, disallowed name, or botting. But you cannot request assistance with an issue of this type from within the game. Please follow the instructions above to submit a ticket. We’d be delighted to help you!

I am sorry that you gave your personal information to someone who sent you a phishing e-mail. I believe that our customer support team can help you with this situation, so I’m glad you got in touch with them.

I’ll link to the main thread about phishing, for the benefit of others: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

It is so kind of you to post this, Friday! I will be sure to let our team know about this post!

Kaisukii.7809:

Very speed reply, thank you very much, quick and easy fix for me!

Thanks again,
Kai

Glad this is all taken care of for you, Kai.

Glad that this is all taken care of. And thanks for buying Guild Wars 2 for a friend — I hope he loves it!

Update: 15 January 2014

244784 – Resolved
255438 – Your friend submitted a huge number of tickets. This will delay his response. Once the team can establish that he owns the account, they will help him. Please be aware that he is in danger of losing his support service privileges if he continues to submit duplicate tickets.
241710 – You have submitted four tickets on this situation. Please concentrate on the one (original) ticket in which the agent is active. I am sure this will be resolved soon.
250854 – Your friend submitted two tickets. Please ask him to update only his original ticket. We are sorry for the delay and he will be helped as soon as possible.
249549 – You submitted two tickets. Please update only your original ticket if you need to do so. You will be helped as soon as possible. And please, never access your friend’s account again; he’s welcome to post on your behalf.

• 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: 15 January 2014

244784 – Resolved
255438 – Your friend submitted a huge number of tickets. This will delay his response. Once the team can establish that he owns the account, they will help him. Please be aware that he is in danger of losing his support service privileges if he continues to submit duplicate tickets.
241710 – You have submitted four tickets on this situation. Please concentrate on the one (original) ticket in which the agent is active. I am sure this will be resolved soon.
250854 – Your friend submitted two tickets. Please ask him to update only his original ticket. We are sorry for the delay and he will be helped as soon as possible.
249549 – You submitted two tickets. Please update only your original ticket if you need to do so. You will be helped as soon as possible. And please, never access your friend’s account again; he’s welcome to post on your behalf.

citizensway — I am so sorry this happened. I hope that your guild, which sounds wonderful, rebounds from this situation and that you are able to play a leadership role in that effort. I suggest a very small number of leaders, and frequent communication between all of them. In my guild, no one is promoted without a vote of the leaders. This really helps prevent nefarious activities. Anyway, all the best to you and your guildies!

Sola.7250:

Wow, never heard of anything like that.

Your right, the founder, the original person who spent money to create the Guild should not be allowed to be kicked out!!! Some one needs to have ownership of a Guild and that shouldn’t change unless the owner transfers the ownership of the guild to some one else!

Anet should have procedures in place for that, otherwise the whole Guild creation/ownership is just broken.

Not necessarily, Sola. Consider someone who creates a guild and then decides that he no longer can manage the guild, so asks one or more of his officers to serve as guild leader. Say that person leaves Guild Wars 2 entirely. Should the guild be unable to perform certain functions because, long ago, an person who is no longer around created the guild?

There are no guild “owners.” There are guild leaders, and they should be chosen with care. There are rights ascribed to each rank, and those, too, should be chosen with care.

Too, very, very few guilds are “paid for” by a single individual; rather, they receive their upgrades through the concerted effort of the entire guild membership.

We’re always very sorry to hear about situations where someone abuses the trust that others place in him and does mischief to a guild. But this is preventable with the carefully monitored use of the guild rank and rights/privileges already built into the guild system.

An agent will help you with this, no trouble at all.

WBL.6715:

No, all they got was my serial number, email and character name.

Contact Support immediately to secure your account.