Guild Wars 2

Distribution has begun, but will take some time. Please hold tight if you don’t have your items.

I’ll post more in a few minutes!

And thanks to everyone who support the event, and the game, through your Gem Store purchases!

TWMagimay.9057:

Hmmm, isn’t that a bit…dangerous? If somebody gets access to such an account, they literally take over your entire life… Yes, I’ve grown paranoid over the last few days.

On the paranoid note: Support decided to mail my new log in address to the old e-mail. I deleted it roughly 3h after it arrived(I sleep at night), didn’t seem to have been touched… Should I be worried?

My advice: Can’t be too careful. Update the ticket through the NEW email address. Tell them what happened and ask that they auto-generate you a NEW password and send it only to that address. Explain that if the system sends to both the old and new addresses, that can put your account at risk. In this situation, the agent may be ahead to manually reset and not send you an auto-generated password. If he/she does that, simply change the password to something of your choosing once you access the account.

Replying does not reposition a ticket in the queue. If you are No. 10 and update your ticket, it remains at No. 10 until it moves up the queue.

If he needs a follow-up, please post in the Tickets for Review thread, but please read the “Trouble Getting our Emails” post here, because if he’s using one of a few email providers, they may be blocking the mails and there are tips in that post about how to work around that problem.

Gaile Gray.6029:

Found this ticket. I asked an agent to take a look and there was a lapse between the name uncensoring and the removal of the suspension. You should be good to go now. We’re sorry for this error.

Update: Hooray for cross-posting. Glad you could confirm that all is well!

Found this ticket. I asked an agent to take a look and there was a lapse between the name uncensoring and the removal of the suspension. You should be good to go now. We’re sorry for this error.

Let’s be clear:

1. Account name: The e-mail address you use to log in to the game.
2. User name: Same as Account name, an e-mail address
3. Character name: The name of a character, like The Frog.
4. Display name: The name that shows up in the game or next to your forum posts, like Gaile Gray.####. You do not use the latter name to log in to the game or the forums.

Customer Support can change #1 and 2. You can change #3 with the purchase of a Name Change Contract in the Gem Store. We will change #4 only in cases of a security risk.

Please contact Support if you need assistance with an Account/User name change.

Here you go: https://forum-en.gw2archive.eu/forum/support/account/Infinite-Gathering-Tools-Some-Info-for-you/first#post3223441

I think that will help?

Yes, an agent can assist you after verifying your ownership of the account, of course.

I am so glad that this happened. When you explained all those details, I was very, very curious about what I would find in the ticket to tell me that the account could not be restored. And lo! I see that it was restored yesterday — hooray! I think this happened because you updated your original ticket and asked some very valid questions, and provided a bit more info, too.

Thank you for bearing with us, Alex, and for allowing us to correct the error that initially resulted in a less-than-satisfactory answer. We will work on making sure that we continue with our policy and our practice to restore an account whenever the situation allows it. As yours, happily, did!

Welcome back to Tyria!

Jaybird, I just heard in a meeting today that a few of our Mac players are having password problems. Do you happen to be playing on the Mac platform? Just curious.

In any regard, an agent will get back to you soon and help get this resolved for you, but the suggestion from AP would definitely do the trick, too.

Please submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you quite quickly with this.

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.

Bump. Bumpity bump bump.

As a customer, if I don’t get a response, I follow up. You admit you did not. And you know, from the previous comments, that it was our intention to respond to each and every person as quickly as possible, even during a very busy time.

We value our players and we do our best to help each one. Sometimes, issues beyond our control, such as ISPs blocking our mails make it impossible for us to respond or to get our response all the way through to the player. Sometimes an agent errs and closes a ticket when meaning to respond. In each case, we very much want to help, but this is a partnership, and the player owns some responsibility, too. When you didn’t hear, you should have written again, posted in the forums in the Tickets for Review thread. Essentially, you should have helped us help you.

If you want help with that account, go to the top of the page, click “Support” and then “Submit a request” and a team member will assist you.

Twisya.1049:

sirsquishy.8531:

wrong forum, and Ill tell ya right now. They will not give you a refund.

Hey I’m sorry to disagree with you, i just got my 3 items refunded.

Thanks again Guild Wars team!!

We’re happy to help. Thanks for the note.

Got several “Can you review my ticket” PMs this weekend. Please, please read the first post and follow the steps there for help.

I just want to make sure that folks know the difference between an account restoration and a character restoration, when both involve a roll-back. Guild Wars 2 is programmed in such a way that it is not possible to roll back a single character. It’s all or nothing — full account restore or nothing at all. That’s just a technological limitation that I do not think ever will change.

What other games do is… what other games do. We are naturally conservative about our game economy and cautious about the potential for fraudulent or other kinds of abusive behavior. On the other hand, we try always to temper that with kindness and with the best possible outcome.

I know — really know! — that it’s devastating to think that a friend, family member, SO, or roommate might do something that, in a moment, wipes a few years of gaming. On the other hand, as a gamer I value that the company doesn’t hand out restorations like candy, because I work hard for my items, and I don’t want to get into that awful inflationary situation where the item that once was worth 10G on the TP now would cost me 90G. And I’ve seen that happen in other games.

I’ll try to take a look at your tickets tomorrow, but I’ve found that in most cases, the notes on the account confirm that we simply cannot restore the account, as much as it would be something we (and the player) would like to see happen.

So let me be clear — you had not had a single human response (just the “got your ticket” auto-response) and then a survey? I’m thinking that the access to your e-mail account may include someone deleting our responses, but could you give me this ticket number, please?

I don’t like to think we’d say “How’d we do?” until we, you know, did something.

Moving this to the front row because there are suggestions that players having this trouble may wish to use.

Bumping to keep in players’ minds.

Thanks for being diligent about this!

Thanks for keeping this on the front page.

You have “Dispensation of the Anti-Bumping Rule” for this and the thread dealing with E-mail difficulties, although the latter situation seems to be abating somewhat.

Thanks again.

The answer and advice in this thread are solid, so thank you for heeding that and for changing up your credentials to keep your account safe!

Let’s be clear: If you share an account, if you leave your account active while you’re away, if your Evil Little Brother™ guesses your (insecure) password and jumps onto your account to wreak havoc, we’re not going to be able to tell “Is this a hack, or is this a ‘hack’.” And unfortunately, we get claims of “hacking” every day from people who try to get a restoration essentially to duplicate the allegedly-stolen items.

If we cannot trace the account(s) involved in the compromise, we cannot terminate it or them, thereby removing the items from the economy. If we cannot remove the items from the economy, we’re “duping” items, and that’s not a good thing — it impacts the entire community.

We must follow protocol for the good of all players. If an error is made, the team will correct it. But when they tell you they cannot see a compromise, they are looking at game logs that show access points have not changed from previous access points (prior to the alleged hacking incident), or they are seeing a back-and-forth over months, so clearly they are looking at a shared account. And neither of those can or will be restored.

Agents want to help you, and they want to restore your account if you’ve been a victim of a compromise, so they will look at the data in your favor. If you need a review you can continue the discussion with Support or you can post in the Tickets for Review thread. The better bet is to continue the discussion with Support, because in situations like this I would need to turn back to them for an explanation and it’s simply more efficient to discuss with someone already familiar with the case. I will say that like botting termination reversals, it’s not common for us to be able to reverse a decision about declining an account restoration.

I think your fellow players are right — I highly doubt that you were banned for this program. Here’s a scenario: someone eats a doughnut while driving, and drives down the freeway at 100 MPH. He gets a ticket and says “I was caught for eating a doughnut!” Not exactly the case.

Your account was terminated, you’ve appealed, your case has been reviewed, and you’ve been given an answer. If you would like further review, you can post in the Tickets for Review thread, but be aware that the cases where a decision about botting is overturned are about as rare as diamonds in doughnuts.

It’s ok guys, we’ll spark-a-lize you as soon as all the tallying and computation is done.

Ferociaz.5634:

I’m getting a black screen after using Ficja’s fix and re-installed the game, and manually updated the patch files. When I click on Play on the client, the screen goes black with the resolution apparently simplified greatly, and a large cursor/hand are there, but nothing else. I also have no Guild Wars 2 folder in the Application Support in both of my /Library folders. I found this fix a long time ago that was used to overcome this issue, so I don’t know if this is an issue any longer.
Prior to this GW2 was running fine (albeit with a lot of tweaks posted on this forum). I’m running an iMac 24" 2010 2.8 GHz Intel Core 2 Duo 4 GB 800 MHz DDR2 SDRAM with an NVIDIA GeForce 8800 GS 512 MB. Please help.

Did you follow these steps? They may vary a bit form other posts:

https://forum-en.gw2archive.eu/forum/support/mac/TgUpdate-1-11-everytime-i-open-the-launcher/page/2#post3394514

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

Well, yes, I believe that the agent sort of misunderstood, or was trying really hard to say “But wait, there’s more!” (Why the password reset? No idea! But the agent will be put on half rations if he does it again. )

Sorry for the rather irrelevant response, and thanks for your patience with the situation. I know that answering all those ownership-verification questions is a bit of a pain, and waiting for the agent to get back to the ticket can be frustrating, too, but I’m glad it’s ok for you now!

This does not interact with the game, and should be ok.

That’s right: “In early January” is sometime in the first half of the month. I am not sure about the precise planned distribution date, but you can be sure you didn’t miss it!

Azunai.5974:

Hey guys, thanks for helping me out with this problem so quickly!

A couple games denied my request for an email change but you guys threw me a bone and helped me with this problem. Thank you very much, looking forward to playing GW2 more!

Great — I’m glad we could help you out! (And that we looked sterling when compared to… I mean, that we could help you out. )

I’m glad that everything is ok for you now.

I’m sorry for the confusion, but if you’re reporting issues, it’s always best to include the ticket number so that I can look into the matter. At this time, I have no idea why that happened, nor am I able to give any feedback to the agent on the ticket. Thanks.

Update: 2 January 2014

176762 - Resolved
195926 - Resolved
202576 - Resolved
200884 - Resolved. See, we were right about the name being ok.
202590 - Agent responded today. Please update your ticket after you’ve reviewed the agent’s suggestions.
189314 – I asked an agent to review this today or tomorrow.
192163 – The devs are investigating this issue.
210303 - As the team explained, you seem to be receiving phishing e-mails. If you wish to change your e-mail address, we’re happy to help. Please respond to your ticket with the info requested. If you are not getting our e-mails, see this forum thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
106997 - I see you made a new ticket, but I cannot see what the issue is. An agent responded on 26 November. If you did not get the response, please read this forum thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
TheGhostLP.8654 - Please provide your ticket number
An Oak Knob.1275 – We will not change a display name upon request, particularly one that was changed due to a breach of the Naming Policy.

• Some tickets awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take 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. (That’s obvious from my comments of a few days ago.) 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: 2 January 2013

176762 - Resolved
195926 - Resolved
202576 - Resolved
200884 - Resolved. See, we were right about the name being ok.
202590 - Agent responded today. Please update your ticket after you’ve reviewed the agent’s suggestions.
189314 – I asked an agent to review this today or tomorrow.
192163 – The devs are investigating this issue.
210303 - As the team explained, you seem to be receiving phishing e-mails. If you wish to change your e-mail address, we’re happy to help. Please respond to your ticket with the info requested. If you are not getting our e-mails, see this forum thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
106997 - I see you made a new ticket, but I cannot see what the issue is. An agent responded on 26 November. If you did not get the response, please read this forum thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
TheGhostLP.8654 - Please provide your ticket number
An Oak Knob.1275 – We will not change a display name upon request, particularly one that was changed due to a breach of the Naming Policy.

Bumping for visibility.

Bumping for visibility.

I have received a few dozen PMs asking for help with individual tickets, so I’m going to move this to the front page.

Morrissey.1596:

Thank you to Felicja and Gaile for the support. The cider dl seems to have fixed the updater, camera and gem buying UI issues for me.

Because this involves the entry of sensitive financial/credit card information to buy gems. I would like an assurance from a red poster that the downloaded file mentioned in Felicja and your own QA person’s reply is safe and has been reviewed to make sure it is not some type of malware that can transmit that info to unauthorized parties.

I am holding off on making purchases until given the official A-OK on this.

Thanks.

Morrissey, your question is entirely appropriate and even wise.

Please know that the contents of this post was dev-provided and QA reviewed: https://forum-en.gw2archive.eu/forum/support/mac/TgUpdate-1-11-everytime-i-open-the-launcher/page/2#post3394514

(I already asked the question about malware and links, and as long as you use the process in the official thread, there are no worries about that.) So yes, with those instructions you’re good to go!

Anyone active in this thread: For best practices related to security, please actively link to that official instruction post rather than copying and pasting the information into a new post, linking to an alternative post, or providing the information in an altered form.
Thanks!

I will let the dev team know that you’re still having trouble with the Gem Store, Xfile, for if you have such an issue, a few others may have it as well.

The devs have tested a build that appears to fix all the issues mentioned in this thread: The access issue, the camera weirdness, and the Gem Store issue as well.

After additional testing (on a secondary test bed, to double-check that all is well) the update will be made live. I don’t think that’s too far in the future, but I’ll see if I can find out more about the timeframe.

Thanks to everyone for your patience with the interim update process and hang in there, more good stuff is coming!

loneomega.1209:

My dad’s issue was resolved and he was able to make his account under a Gmail account instead of his original e-mail and it didn’t have any issues receiving his authentication e-mail and he was able to register his account! The download has begun!! We’re all very pleased, I’m really looking forward to playing Guild Wars 2 with him

Very glad to hear this, and thank you for posting!

Guuses.8740:

loneomega.1209:

My dad purchased Guild Wars 2 during the holiday sale. He received the automated receipt within a minute of purchasing it. However, we then failed to receive any following e-mails containing the serial code. I filed ticket request #19232 asking if it was having trouble being processed and they responded that the serial code had been sent but since we had checked the junk/spam folders they resent it. We still never received it. I responded back to support and have yet to hear back from them, it’s been over 12 hours now and now I’m worried that we’re not getting support e-mails back either. I’m a little nervous for when it’s time for the authentication e-mail. My dad uses a local internet provider, S & A telephone and gets his e-mail through there. We contacted them and there were no hold-ups there.

I have had the same problem when I purchased it today, I have received no email at all.
still waiting to receive anything. Going to give GW2 to a friend of mine for christmas tomorrow.

Did this get sorted for you? If not, please do submit a ticket by clicking “Support” at the top of this page, and then “Submit a request” to get started. We will look into this for you!

Phishing doesn’t stop during the holidays. In fact, it may increase.

So be careful out there!

SandraSolace.7682:

No, after you buy the game, you get sent the serial code (that will be sent to your email). After receiving the code, you can email that to your friend and they can use the serial to create their account with their email. (after they use the serial to create the account, they will be the owner of that account)

So in short, the serial code will only be linked to the account after it’s been used. Not when you buy it.

Bingo. Thanks, Sandra.

Dendail.4896:

Mystery solved! My gift giver came out & revealed herself!

How sweet. It warms my heart that instead of having an account issue, you have a very real “Who is my wonderful friend?” issue instead.

Please tell your friend how awesome we think she is, too!

Glad it’s all sorted!

Please note that we will need to verify that the person who is contacting us is the account owner. This is a reasonable practice to ensure that someone doesn’t steal an account by submitting a ticket for an account that he/she does not own.

There are many details that we can use to verify account ownership. Your friend needs to submit a ticket. Have him click “Support” and then “Submit a request” to get started.

nybbj.8052:

Got the account back. Thank you!

Yay — thanks for updating to let us know!

lsm.1723:

I finally open the ticket myself… He couldn’t open the ticket at all.
I asked him for his info and fill the information myself.
Now we just have to wait.
Thanks for your help.

For security reasons, we cannot help someone else with issues related to another person’s account. I know you only want to help, but I’m sure you can appreciate that the conversation that we have with an account owner may involve security matter, such as password resets, a change of other credentials, etc. So your friend truly needs to make a ticket, or email Support@GuildWars2.com with an outline of his situation. There is no reasons that he should not be able to make a ticket on his own behalf.

Please note that due to some e-mail providers blocking our mails, he may need to check Junk and Spam folders to find our response(s).

Update: 30 December 2013

183879 – Resolved
180921 – Resolved.
183801 - Resolved.
192577 – Resolved.
189750 – Resolved.
194029 – Resolved
204913 – Resolved.
196553 – Resolved.
178842 - Resolved. Thanks for posting to update me!
Lukiyano.4367 – Resolved. Thanks for posting to update me!
176762 – I asked an agent to review tomorrow.
195926 – I asked an agent to review tomorrow.
202576 – I asked an agent to review tomorrow.
192163 – I asked an agent to review tomorrow.
202590 – I asked an agent to review tomorrow.
200884 – I asked an agent to review tomorrow. (I also do not understand why that name was censored, but the team will review.)
180750 – Your account was hacked and not, as you imply, through some sort of security issues on our end. You will hear from a senior agent soon.
190643 – Please submit a new ticket via an alternative means, following the detailed instructions sent to you on 24 December
197111 – Please have your brother answer the account verification questions sent on 24 December so that we can help him.
195707 – As explained today, we believe that this account is either shared or has been resold. We cannot assist further.
183875 and 183877 (and many others) – Final Response: Stop submitting tickets. Stop making forum posts. As explained on 23 December in response to one of your many other appeals, your account was banned for botting. You did it. We know it. The account will not be reinstated, and we decline to discuss further.

• Some tickets awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take 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. (That’s obvious from my comments above.) 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: 30 December 2013

183879 – Resolved.
180921 – Resolved.
183801 - Resolved.
192577 – Resolved.
189750 – Resolved.
194029 – Resolved.
204913 – Resolved.
196553 – Resolved.
178842 - Resolved. Thanks for posting to update me!
Lukiyano.4367 – Resolved. Thanks for posting to update me!
176762 – I asked an agent to review tomorrow.
195926 – I asked an agent to review tomorrow.
202576 – I asked an agent to review tomorrow.
192163 – I asked an agent to review tomorrow.
202590 – I asked an agent to review tomorrow.
200884 – I asked an agent to review tomorrow. (I also do not understand why that name was censored, but the team will review.)
180750 – Your account was hacked and not, as you imply, through some sort of security issues on our end. You will hear from a senior agent soon.
190643 – Please submit a new ticket via an alternative means, following the detailed instructions sent to you on 24 December
197111 – Please have your brother answer the account verification questions sent on 24 December so that we can help him.
195707 – As explained today, we believe that this account is either shared or has been resold. We cannot assist further.
183875 and 183877 (and many others) – Final Response: Stop submitting tickets. Stop making forum posts. As explained on 23 December in response to one of your many other appeals, your account was banned for botting. You did it. We know it. The account will not be reinstated, and we decline to discuss further.

Inculpatus cedo.9234:

Or using the same password multiple places on the internet. You might want to contact CS using a new email carrier, with a unique password, so they can’t intercept your emails.

This is very good advice, and I suggest you do exactly this. The fact is, someone learned your friend’s credentials, and that means that hacker probably already has access to the e-mail account associated with the original ticket. Which of course means, the hakcer will be able to read the ticket and intercept it, or learn about the new credentials set by CS.

• Assume the computer is infected. Secure it.
• Assume the email account is compromised. Abandon it if you are not 100% certain that it no longer is accessible by the thief.

That is what I would advice.

I merged two threads that initially appeared to be about the same subject. If they were not, I apologize. But please read through the various comments for more information, as it may help you.