Guild Wars 2

Over the last few weeks, Customer Support has gotten busier and busier. Some of that is related to an upswing in new accounts, which is a good thing! But if you have submitted a ticket and feel you’ve waited longer than you should for a response, please note: Submitting duplicate tickets will slow your response.

I just came across a ticket today where someone spammed Support with more than a dozen tickets about the same issue. This is going to slow down his own response, and it’s going to negatively impact others, as well.

I’ve proposed some changes to the support system to deal with duplicates, but do understand this:

• Submitting a second ticket will not speed your response.
• If your account was hacked, you should request a review for account restoration in the same ticket, not a new one.
• If you want to provide more info, respond to the original ticket.
• If you want to check on the status of your ticket, respond to that original ticket.

If you get our auto-response (essentially, “We got your ticket”) after contacting Support, you know you are receiving our responses and the team will assist you as quickly as possible. If you did not receive an auto-response — and be sure to check Spam, Junk, and every other in-box you have! — then you may wish to contact Support via a second ticket through a different e-mail provider. The issues with Yahoo, Hotmail, G-mail, and other ISPs seem to be abating, but if you’re not hearing from us at all, even an auto-response then you may be justified in submitting a new ticket. If you do submit a second ticket, please give us your previous ticket number so we can merge tickets. Please only submit a second ticket if you’re certain you are not receiving responses… any responses.

If your ticket has gotten an agent response and then has not been responded to for more than three days, you can post in the Tickets for Review thread above.

Thanks for reading and heeding this request!

Nnz.2430:

Hello.

My friend lost password and tried to recover it. (request 255438)
Support does not answer 3 days.

He must stop submitting tickets immediately. We cannot and will not help him until he desists from flooding our support systems. After we can establish that he is the account owner — and we cannot do that now because agents are being required to close all his duplicate tickets — we will assist him.

Nnz.2430:

He checked junk email folder, there no e-mail.

Oh yes, he is getting our replies. We simply need time to read his, and wade through the dozens of tickets that he appears to be submitting. He is being helped

Nnz.2430:

Hello.

Support does not answer 3 days.(request 255438)

https://forum-en.gw2archive.eu/forum/support/account/Support-slow-work/first#post3498370

Tell your friend to stop flooding the ticket system with duplicate tickets immediately. I have asked for a review, but he must stop making new tickets now.

The team resolves thousands of issues a day. He will be helped in the order received.

Update: 14 January 2014

247685 – Resolved
241860 – Resolved
245445 – Resolved
249348 – Resolved. But I think your suggestion has merit. I think you should post it, as I know the devs are actively reading the forums very frequently these days. Perhaps place it in the GW2 Discussion Sub-forum.
228533 – Agent responded yesterday. Please let us know if you want to proceed.
242351 – Agent responded Sunday. Please update the ticket if you desire assistance.
243843 – Agent responded today. Please update your ticket with your desired action.
241165 – Agent responded yesterday.
235962, 217881, 217896, 232743, and possibly others – Final response sent today.
cerberus.1937 – Glad to have helped!

• 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: 14 January 2014

247685 – Resolved
241860 – Resolved
245445 – Resolved
249348 – Resolved. But I think your suggestion has merit. I think you should post it, as I know the devs are actively reading the forums very frequently these days. Perhaps place it in the GW2 Discussion Sub-forum.
228533 – Agent responded yesterday. Please let us know if you want to proceed.
242351 – Agent responded Sunday. Please update the ticket if you desire assistance.
243843 – Agent responded today. Please update your ticket with your desired action.
241165 – Agent responded yesterday.
235962, 217881, 217896, 232743, and possibly others – Final response sent today.
cerberus.1937 – Glad to have helped!

Inculpatus cedo.9234:

You do need to submit a ticket with Customer Support. Nothing can be done from the forums. Top of Page – Support – Submit a Request. Good luck.

This is correct. You can request individual service of the type that you mentioned only through a ticket. Thanks.

Elami.7216:

Hello, I filed ticket #245445 on 1/9/14 for a password reset and it is still outstanding. I have sent in all of the required serial information that was asked of me. If you could please look at it when you get the chance. Thank you.

I seem actually to be seeing at least four tickets about this. Please do not submit any more tickets, but if you wish to add more information, update your oldest ticket and leave the others closed.

This is not a service we can offer. We appreciate that you are a long-time player, but it would not be appropriate for us to make exceptions to a system that was developed to include a cool-down period for a reason.

Please, let’s wait for official information about this subject. Someone posts his/her speculation and sometime, in coming months, someone else said “I saw it on the official forums” without realizing the alleged information did not come from an official source. A forum comment by a player isn’t the same as an official statement, as I’m sure you all understand.

The forums are a wonderful place for players to help one another, but many things need an official response… or, in this case, there is not official (and therefore viable) response yet available.

Thanks for understanding.

phenom.6127:

I am posting for my friend who has not been able to access his account for the last 6 days and he has submitted two tickets during that time with no followup. his ticket numbers are #241860 and #258129. His email that he has been using for the game was an email given to him in college and so the email became inactive 6 days ago. He’s trying to change to the email [[[redacted for security]]]. And his Display Name is the [[[redacted for security]]].

He has already sent the other information in the emails to your support staff

Hey Phenom,

I know you want to help your friend, and I’m sure we can get this sorted for him. But please never include sensitive information like an email address in a forum post. I redacted all that stuff, including his display name.

An agent just looked at the ticket, and it should be resolved very soon.

Update 13 December 2014

232347 – Resolved
237654 – Resolved. Password was reset today. Information sent to the account owner, as always.
242351 – Agent responded yesterday and awaits a reply.
228533 – This should be reviewed today. Sorry for the delay.
235962, 217881, 217896, 232743, and possibly others – An agent is reviewing this today. With multiple contacts and personal security issues, I want to be sure this is managed properly, so thank you for your patience.
243843 – I asked for an agent review today.
241165 – I asked for an agent review today.
245045 – This has been answered fully and accurately and the decision will not be changed.
227267 – I responded to your ticket. You then created a new ticket. Please work with me in the first ticket so I can understand what happened.
247685 – Your ticket will be handled in the future.

• 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 13 December 2014

232347 – Resolved
237654 – Resolved. Password was reset today. Information sent to the account owner, as always.
242351 – Agent responded yesterday and awaits a reply.
228533 – This should be reviewed today. Sorry for the delay.
235962, 217881, 217896, 232743, and possibly others – An agent is reviewing this today. With multiple contacts and personal security issues, I want to be sure this is managed properly, so thank you for your patience.
243843 – I asked for an agent review today.
241165 – I asked for an agent review today.
245045 – This has been answered fully and accurately and the decision will not be changed.
227267 – I responded to your ticket. You then created a new ticket. Please work with me in the first ticket so I can understand what happened.
247685 – Your ticket will be handled in the future.

Randulf.7614:

All sorted late Sunday night

Please pass on my thanks to the Support Team

p.s. don’t let the extra work gone into sorting the rewards put off doing such a promotion again

Great to hear!

And yes, I believe that these promotions are definitely a worthwhile venture, and I’ll pass along your thoughts (even as one who had a wait a bit, and longer. )

Worry not, we’re still looking at numbers and accounts and … stuff… and we will be finishing up the distribution over the next few days. If you don’t have your rewards, I very much believe you’ll have it by Sunday. You’re welcome to send a ticket if you’d like, or wait until Monday and submit a ticket then if you don’t see that in-game mail arrive by Sunday evening.

We will make sure you get your just rewards, that’s a promise!

DrDivine.5378:

I recently acquired a gem store code, but surprisingly this is the first one that is not working for reasons unknown. It seems to be a relatively easy issue to fix hopefully, but basically I have a code that the gem store is not recognizing.

A friend suggested I contact support and have them look at the code to verify it as it is valid, the gem store just won’t “read” it.

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

MollyElizbeth.6397:

Hello,

A couple days ago I received a Green Backpack cover for the gem promo, which I was expecting. Then today I receive another backpack cover and a Mini Mr. Sparkles. This I was not expecting. I made a purchase on Nov 30th for $20, and a purchase on Dec 20th for $35. I thought the Nov one wouldn’t count. So, first off, did it? Second, either way, why did I get TWO backpack covers? I have not taken any of these 3 items yet as I do not want to get banned for taking items that I did not earn. Thanks!

Thank you so much for letting us know about this, MollyElizabeth! I’m going to ask the team to take a look at the list and see if we possibly have a minor bug that is sending extras. However, you are free to take the items that you received without worries. If we made an error (and goodness knows, that never happens, but this could be a first time ) then you may either delete the second or retain it, as you wish.

We appreciate the report and hope you enjoy the reward! Thanks for your support of the game!

P.S. For those who might be waiting for their items, we are still doing another review of the distribution list and will be finishing up in the next couple of days. If you are still waiting, we apologize for the delays, but we’re taking extra care to make sure everyone gets the rewards he or she earned!

Update: 10 January 2014

243214 – Resolved
237210 – Your ticket is in the queue and will be attended to as soon as possible. There is no email issue that we’re aware of, we’re just a bit backed up on tickets right now, and apologize for the delay.
227267 – Final Response: This has been fully answered. We are not able to refund the gems used to purchase the character slots, as you did not purchase within the promotional period.
229933 – Final Response: Your friend was unable to provide proof of ownership in order for us to help him. Conclusion: He does not own the account and we will not change the user name for obvious security reasons.

• 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: 10 January 2014

243214 – Resolved
237210 – Your ticket is in the queue and will be attended to as soon as possible. There is no email issue that we’re aware of, we’re just a bit backed up on tickets right now, and apologize for the delay.
227267 – Final Response: This has been fully answered. We are not able to refund the gems used to purchase the character slots, as you did not purchase within the promotional period.
229933 – Final Response: Your friend was unable to provide proof of ownership in order for us to help him. Conclusion: He does not own the account and we will not change the user name for obvious security reasons.

Snowfaire, I think the suggestions offered by Felicja may be helpful to you. Can you update this thread after you have tried this?

I’d be interested to know if other Mac users also are experiencing this issue.

We’re committed to helping players keep their game accounts safe. I understand what you’re saying, Ieboy, and sure, it’s a bit of a challenge to choose just the right password, but it’s worth it in enhanced account security, so we stand behind the password rules.

I’m so glad that you guys got your rewards and hope you have a blast with them!

If anyone did not get a reward and you’re sure you qualified — event webpage here — please submit a ticket and then choose “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you. Remember the times for the promotion, please, so we can focus on those who definitely qualified. .

Moving to front page.

An agent is looking at this now and this should be taken care of within the next hour.

Update: 9 January 2014

228166 – Resolved
237654 – A password reset was sent today. If you are writing on behalf of another person, the account owner needs to write directly for security reasons.
227267 – I asked for an agent review today.
228533 – Still under review
231988 – Still under review
237210 – Still under review
235354  – Your character deletion was the result of account sharing. As agents have explained, you are not eligible for account restoration, because we do not provide services related to an intentional breach of the UA.
229933  – Someone else was able to prove that they owned the account. If your friend wishes to dispute this, please ask him to update his ticket. (He should not make a new ticket and we cannot assist through the forums.)
244784 – An agent responded and the account owner now needs to update the ticket to answer the account verification questions.

• 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: 9 January 2014

228166 – Resolved
237654 – A password reset was sent today. If you are writing on behalf of another person, the account owner needs to write directly for security reasons.
227267 – I asked for an agent review today.
228533 – Still under review
231988 – Still under review
237210 – Still under review
235354  – Your character deletion was the result of account sharing. As agents have explained, you are not eligible for account restoration, because we do not provide services related to an intentional breach of the UA.
229933  – Someone else was able to prove that they owned the account. If your friend wishes to dispute this, please ask him to update his ticket. (He should not make a new ticket and we cannot assist through the forums.)
244784 – An agent responded and the account owner now needs to update the ticket to answer the account verification questions.

Randulf.7614:

If I haven’t received either reward…is it worth submitting a ticket? I’m UK based, so I appreciate it is probably still active daytime/early evening over there, so happy to wait if need be.

Since we just tweaked the distribution details, could you please wait about, oh, 20 hours? I believe you will have your rewards in a matter of just a few hours, but waiting until Noon Pacific time tomorrow — that’s 8:00 PM your time — would be greatly appreciated, since we’ll then be responding to just a few edge cases and not those for whom there is no remaining issue (because the rewards are queued up and ready to go).

Thank you for asking.

We’re doing a few more distributions today. If you submitted a ticket, you will get a response today with more information.

Thanks for your patience.

Dannybio.4267:

Yay, got my Mr. Sparkles ^^

Glad to hear it! We’re continuing to work on this and everything should be sorted, and all rewards given, by tonight.

Will update later today.

mginn.4502:

I’m in the same boat. Got the backpack, but no Mr. Sparkles. Submitted a ticket with all of the information I had on the gem purchases/card redemptions and crossing my fingers. And toes… I’d cross my eyes as well, but that gives me a headache. ;-)

Dannybio.4267:

Same here. I bought the gems on DEC 31st, but seems the order was only registered at 01.01.14. I’m at GMT -2, PST -8, waiting for my support ticket to be answered…

Perfect, that’s exactly what you should have done. With the info in your ticket, the team will be able to get sorted. Thanks (and thanks for your patience, as well).

cillercammy.8064:

Thanks for your response! I did receive my green quaggan backpack. However I still havnt received my mr. sparkles

I suggest you also submit a ticket. The situation may be corrected automatically, but it can’t hurt to get into the system with your request!

IvanGL.4271:

Gaile I buy 4000 Gems in December and I still haven’t received the Green Quaggan & mini Mr sparkles. You Can Help Me??

Please

Hi Ivan,

If you made Gem Store purchases (for “real moolah,” as one player said) during the eligibility period, and if you did not receive your reward, 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.

Actually, the correct e-mail address is: Support@GuildWars2.com

Customer Support will be happy to help you! (When you submit your ticket, please also include the fact that you were not able to submit a ticket so we can troubleshoot that situation, as well.)

Best of luck.

We’re very sorry but this promotion ended with purchases made as of December 31, 2013. We tried our best to get the word out. E-mail is one way, of coruse, but I’d suggest that you cast an occasional eye on the official website — www.guildwars2.com — to keep apprised of opportunities of this sort that may be offered in the future.

I’m going to look into this for you. At this time, just be sure you’ve cleared your system and secured both your game and e-mail accounts. I’ll let you know about the serial code question as soon as I have a definitive answer.

Omaris Mortuus Est.2738:

Gaile Gray.6029:

Right, as you said, the rewards were given for Gem Store purchases.

Gem Store purchases, or purchases of gems in the Gem Store (with real moolah)? :P

Gem Store purchases, as opposed to exchanges of gold gained in the game for gems. I guess I consider “purchase” to involve, as you say, “real moolah.”

cillercammy.8064:

I still haven’t received my mini Mr sparkles
and ETA for when I might get it?

I’m sorry to hear this, cillercammy. Can you tell me if you received the Green Quaggan Backpack but not the Mini Mr. Sparkles, or did you not receive any rewards at all?

I suggest that if you do not have your reward(s) by Noon, please submit a ticket by clicking Support above and then use “Submit a request” to let us know what we can do to help. Thanks!

tweeve.3782:

I got my backpack and Mr. Sparkles. Thanks Anet

Congrats, and thanks a bunch for your support of the game! <3

Manoa.5897:

Gaile Gray.6029:

Manoa.5897:

Gaile,
If you happen to have a moment, what was the cutoff time for the gem store purchases to qualify for the gifts? I purchased 1,600 gems on 12/2 (and got the backpack in the mail today). And purchased 8,000 gems for belated gifts to friends and such on 12/31, but didn’t get the mini in the mail with my backpack. The scoop on Reddit is that the mini and the backpack should have arrived in the same mail.

My 12/31 purchases were between 9-9:30pm PST (i.e. after reset). I’m concerned that my 12/31 purchases didn’t qualify because they were after 0:00 UTC. And it appears some other folks on Reddit may be in the same boat.

Please read the article I linked. I don’t know anything other than that about the eligibility times of the promotion, sorry!

You can submit a ticket to inquire about this, if you feel there is an error. But please read the article to make sure you’re not simply mistaken in your expectations. Thanks.

Hmmm, it appears from the blog announcement that the eligibility time should have been based on PST, not UTC…

In early January, you will receive your gift based on gems you purchase and gem codes you redeem between 12:01 AM December 1 and 11:59 PM December 31 PST.

https://www.guildwars2.com/en/news/introducing-the-black-lion-wintersday-rewards-event/

Submitting a ticket. (And just sharing this info for the benefit of anyone else who may be in the same boat with late 12/31 purchases not counting).

Thanks Gaile!

Thank you for the info, Manoa! Best of luck.

Update: 8 January 2014

206616 – Resolved
222211 – Resolved
215135 – Resolved
207624 – Resolved
213633 – Resolved
226117 – Resolved
229492 – Resolved
219661 – Resolved
228533 – I asked for an agent review tomorrow.
228166 – I asked for an agent review tomorrow.
226850 – As previously explained, the account owner needs to contact Support. We cannot address an issue with someone else, for security reasons. Thanks for understanding.
218200 – As explained, you’ve been offered the only viable restoration date. Please let the team know if you wish them to proceed. Otherwise, the account will remain in its current state — there are no alternative options.
217896 – As previously explained, the account owner needs to contact Support. We cannot address an issue with someone else, for security reasons. Thanks for understanding.
225929 – This is still being worked on. Thank you for today’s reply.
224434 – I count 7 tickets submitted on this issue. This person should not make additional tickets because this is being reviewed, as explained in the agent’s response today.
236386 – This ticket is not three days old. Please wait at least 48 hours before posting in this thread again, if you still need assistance.
229933  – As explained, we are not able to assist your friend. From what I can see, he is not able to prove he is the account owner, which seems somewhat tied to an attempt to change the user name. In order to maintain account security we must decline his request.
231487  – An agent asked security questions on Saturday; we need to have answers before we can assist, to make sure we’re helping the account owner.

• 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.

Manoa.5897:

Gaile,
If you happen to have a moment, what was the cutoff time for the gem store purchases to qualify for the gifts? I purchased 1,600 gems on 12/2 (and got the backpack in the mail today). And purchased 8,000 gems for belated gifts to friends and such on 12/31, but didn’t get the mini in the mail with my backpack. The scoop on Reddit is that the mini and the backpack should have arrived in the same mail.

My 12/31 purchases were between 9-9:30pm PST (i.e. after reset). I’m concerned that my 12/31 purchases didn’t qualify because they were after 0:00 UTC. And it appears some other folks on Reddit may be in the same boat.

Please read the article I linked. I don’t know anything other than that about the eligibility times of the promotion, sorry!

You can submit a ticket to inquire about this, if you feel there is an error. But please read the article to make sure you’re not simply mistaken in your expectations. Thanks.

24/7/365.

The queues are running between a 24 hours and 4-5 days, depending on the complexity of the issue. We have a thread here on the forum for issues more than 3 days old.

Update: 8 January 2014

206616 – Resolved
222211 – Resolved
215135 – Resolved
207624 – Resolved
213633 – Resolved
226117 – Resolved
229492 – Resolved
219661 – Resolved
228533 – I asked for an agent review tomorrow.
228166 – I asked for an agent review tomorrow.
226850 – As previously explained, the account owner needs to contact Support. We cannot address an issue with someone else, for security reasons. Thanks for understanding.
218200 – As explained, you’ve been offered the only viable restoration date. Please let the team know if you wish them to proceed. Otherwise, the account will remain in its current state — there are no alternative options.
217896 – As previously explained, the account owner needs to contact Support. We cannot address an issue with someone else, for security reasons. Thanks for understanding.
225929 – This is still being worked on. Thank you for today’s reply.
224434 – I count 7 tickets submitted on this issue. This person should not make additional tickets because this is being reviewed, as explained in the agent’s response today.
236386 – This ticket is not three days old. Please wait at least 48 hours before posting in this thread again, if you still need assistance.
229933  – As explained, we are not able to assist your friend. From what I can see, he is not able to prove he is the account owner, which seems somewhat tied to an attempt to change the user name. In order to maintain account security we must decline his request.
231487  – An agent asked security questions on Saturday; we need to have answers before we can assist, to make sure we’re helping the account owner.

If you need help from Customer Support, please click “Support” at the top of this page, and then click the “Submit a request” link on the upper right of that page.

SandraSolace.7682:

Unless your username has personal info or violates the naming policy, it will not be changed.

In this case it could fall under the “Reference names of copyrighted or trademarked characters, materials, or products” rule. You might want to take this up with support by submitting a ticket.

Please note: In nearly all cases unless we’re approached by the copyright holder, we would not make a display name changes.

cesmode.4257:

Ah. Yeah, I knew about the gift for purchasing something during December…but the wording of the email was confusing. I thought it to be a replacement for a lost item..maybe for some other player and GW2 support sent it to the wrong person.

I was being the good Samaritan and reporting it

First, thanks for reporting — it is helpful to know of players concerns, even if it turns out to be a known issue.

Second, the message was confusing and we apologize. I sense that waiting to get changes made to the distribution mail would have delayed the delivery, so the devs weighed distributing now with the existing messaging versus waiting to create new messaging, which is a longer project than it may seem.

Judging from the happiness of those who are getting their rewards, coming down on the side of “distribute now” seems a good thing!

Omaris Mortuus Est.2738:

:’( Does this include gems bought with gold? If so I dont believe it, I bought like 3000 gems I think towards the end of december, and if I remembered about this I would have got the full 4000. Oh Mr Sparkles you were so close.

Right, as you said, the rewards were given for Gem Store purchases. Buying gems with gold that the game gave you isn’t the same thing as making a purchase in the store. Thanks for understanding.

Zaxares.5419:

I’m just amused that it’s called a “replacement”. Why not just call it an “Appreciation” or “Thank you” gift for purchasing gems?

Would it help if, after the fact, I say we most definitely do appreciate and thank you? Nah, I understand was you are saying and yes, the in-game messaging wasn’t quite as informative as it could have been.

We’re still distributing, don’t you worry. These need to go out in a series of mini-distributions, and we anticipate that will conclude before Midnight Pacific tonight, perhaps as early at 9:00 PM Pacific.

We know you want your items, and we want to give them to you, so hold tight and all will be well.

Oh, yes, ThiBash, it was over the period of the promotion, not in a single purchase. That was made clear weeks ago.

Here’s more info: https://forum-en.gw2archive.eu/forum/support/account/Wintersday-Event-Item-Distribution/first#post3469077

Please check this post for more info: https://forum-en.gw2archive.eu/forum/support/account/Wintersday-Event-Item-Distribution/first#post3469077

Thanks for your support!

Hey folks. Today is the day! We’ll be sending out the Black Lion Wintersday Rewards Event items over the next several hours. If you don’t have yours yet, hold tight, because it will take about half a day to send out all the distribution mails. The rewards include a Green Quaggan Backpack Cover and, for some, a mini Mr. Sparkles as well! Details of the promotion, including eligibility info, can be found on this web page: https://www.guildwars2.com/en/news/introducing-the-black-lion-wintersday-rewards-event/

Please note:

• The distribution message in your in-game mailbox may be a bit confusing, because it refers to “replacement items” instead of calling out that the items are actually the Wintersday rewards.
• These items are account bound and can be claimed by any character on your account and moved between characters through your storage. Naturally, if you add the backpack cover to a soulbound item, the resulting item will be soulbound, as well.
• You need to have space in your mailbox, so clear that mailbox and keep it well below 10 mails so you get your goodies!
• If you have not received your items by Thursday at Noon, Pacific time, please contact Customer Support by clicking “Support” at the top of this page, and then creating a ticket through the “Submit a request” link in the upper right of that page.

Thanks to everyone who supported Guild Wars 2 through their Gem Store purchases! Enjoy those special items!

If you received an item or items in the mail today, don’t fret. It’s the Black Lion Wintersday Rewards Event distribution.

You can read about it here: https://forum-en.gw2archive.eu/forum/support/account/Wintersday-Event-Item-Distribution/first#post3469077