Guild Wars 2

Nalora.7964:

I am not getting near the amount of whispers I was. And when I did, I always blocked, then reported. Once the name goes “dark” on my blocked list (which has to this point only been one day—-GOOD JOB ANET) I remove them from my block list.

Come on, I dare you, gold sellers, whisper me! I got my report button all set.

For the record, there is only one unrecognized name on my “followers”.

Ah, such awesomeness here! Thanks for your reports, and thanks to everyone who helps make the game a more pleasant, less spammy place to be!

Rajani Isa.6294:

They do say “Purchased” don’t they? That implies real money. You “exchange” gold for gems.

Correct. This is for those who support the game through a purchase in the Gem Store or through the purchase of a Gem Card.

Yes, there are certain requirements and you can read why in the following article on account security: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

When you see that millions of personal credentials have been harvested from various websites and company databases — including one that occurred very recently and involved the capture of personally-identifiable information belonging to more than 150 million people — I’m feel sure you’ll appreciate that we want to do our utmost to help you protect your account and your personal security.

As mentioned, you can find these documents at the bottom of every page on the forums or the website. A link leads to the page that contains all sorts of documents, from the UA to the Naming Policy to the Rules of Conduct to a nice, relatively informal Conduct Breaches and Outcomes doc that explains our policies and practices:

Legal Documentation.

You’re right, this is an unusual request. I’ve seen a lot of re-rolls of characters, but I don’t see too many people asking for a complete account wipe or reset. I’m sorry, but we are not able to completely remove every element related to an existing account. As players have mentioned above, you can delete your characters and your items and start afresh, but there are a few components of the account that will remain in place. I personally feel those components are minor enough that you’ll still have pretty much the “new player experience” but I leave it to you to kitten how you feel about it, of course.

ShiningSquirrel.3751:

Cardstar.1963:

Well I have a massive load of updates to do to see, how did they get my email add then? The password is totally unique to GW2 so they would not have got it from anywhere else.

They send emails to people who have never even played the game, spammers and scammers just send to every random email they can find, even email addresses they do not exist. It happens, do not try to read to much in to it.

Look at the thread below.
https://forum-en.gw2archive.eu/forum/support/account/e-Mail-from-ArenaNet-Please-read-merged/page

Quoted for truth. Please review the thread linked above, and the A Note about Phishing Emails thread for more comprehensive info.

bluestocking.6148:

If you find a name offensive, you’re free to report it as someone clearly did for yours.

This is the answer: Please use the report function and a team member will review the name you have reported and take the appropriate action. No matter who uses the name, we’ll uphold the Naming Policy, as we should.

The forums is not the place to submit a name report, nor is it the place to appeal CS actions taken in relation to an offensive name flag, particularly by someone who has become intimately familiar with our Naming Policy through multiple violations which should lead to a clear understanding of our policies and our standards.

TigerDragon.4037:

Just wanted to say that email authentication for the forums stopped working for me in early October. The mail provider is yahoo. The IP address I am logging from does not change at home nor at work (which is why I can log in and post this from home.) The IP from work is the one I try to authenticate. I do not use a throw-away for the login, so that is not the issue. I did check “not spam” at some point most likely. I try to authenticate and I never get the email. I chaulked this up to a possible temporary problem at yahoo’s end because they keep making changes to their web based email service so didn’t try again until today. It still does not work for me… just a heads up.

Thanks for this report. We have reached out to Yahoo to try to solve this problem. We’ll keep trying to correct the issues — as much as we are able — for all the providers who seem to have “difficulty” delivering our emails to the customers’ in-boxes.

These phishing e-mails are continuing, so I want to get this thread up front again.

Please note: If you see a link in an e-mail, we encourage you to copy and paste the link into your browser, instead of clicking the link. This is good practice for any unsolicited e-mail that you receive.

We changed our payment system and if you were not able to purchase, I’d recommend that you try again. I think you’ll find that purchasing gems is an easier process and of course if you have any troubles at all, 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.

BgFreak.4391:

Guys….. when i created the first character i clicked “Take All” from mail but didnt know what is it and deleted it for next character… what am i going to do now?

You can contact Support and see what we can do about that.

As mentioned, update your credentials, clear your computer of any keyloggers and viruses, and be sure you use a unique, new, complex password for the game.

RainbowWarrior.5082:

Tried today buy some gems, with paypal as i already done few times before. But today i was a little shocked when it throw me to gw2 site with a error.
One question, why does gw2 have option of buying gems with PAYPAL, when it actually not using paypal and forcing money withdrawal from credit card only?
Why A.net made that option if its not working? I have money on my paypal balance and its paypal that i selected as a payment method choice. Then again why the hell i must pay with my credit card?

But you don’t need to purchase with your credit card! Or at least I cannot see why you would need to do that. I’m sorry for this inconvenience, but could you please contact Support about this? Not only can they help you, but it might help other players with the same issue.

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.

Roac.8764:

Hey, the same problem has happened to me also and I just wanted to know if there is anything i could do? I submitted the support claim ticket, yet nothing has changed

The ticket will take a bit of time to get resolved, but the team will help you, if the problem is on our end. Sometimes, it’s the CC company or the Bank that’s causing the stop, and in that case our agent will let you know so you can ring your bank/CC company and ask them to process the sale. But if it’s on our end, we’ll do our utmost to get things resolved quickly.

When did you submit your ticket?

Bleed.7052:

Okay so I finally convinced one of my friends to start playing guild wars with me, he didnt have enough money on his e-account saw that the sale is ending yesterday, he then did all his possible to get some dollars in his accound in order to get the game in time, made some calls and went to his bank so that they refresh his bank account before sales end, he then couldnt purchase the game, the site apparently blocked his payment for unknown reasons (He had the cash on his account ), later today, after the sales end, he got this :
“Thank you for your patience while we reviewed your issue.

Looking over your account, I see that you were attempting to purchase Guild Wars 2 during the sale that occurred this weekend. Unfortunately, your purchase attempts were displaying high risk characteristics preventing you from making the purchase during that time.

If you are still interested in purchasing Guild Wars 2 at the normal price, please let us know and we will be happy to review your purchase attempts further to determine if we can assist you with your purchase, however, we will not be able to assist you with purchasing the game at the sale price.

If you wish to purchase the game while on sale, we can only suggest keeping an eye on the official Guild Wars 2 website at http://www.guildwars2.com for any information on future sales."

Is it really fair ? He now would have transfered money to an electric account he cant even use anymore (He doesnt have enough for the full price ), can an official at least tell me if they can do something for him ? Thank you for reading

I’d like to see if we can help. What is the ticket number?

If this is still an issue, please post in the Tickets for Review thread above. Thanks.

Well, that’s sure frustrating! As the agent who responded to your ticket explained, something on your financial institution’s end prompted the denial. We’re happy to help you if you can contact your bank or CC provider and get them to clear the matter. Once done, simply update your ticket (respond to the email) and we’ll work with you to make this happen.

Thanks for your support of our game!

Did you guys get the attention you needed to these “can’t buy” situations? If not, please be sure you submit a ticket and, if it hasn’t been answered in three days, you can post in the Tickets for Review thread: https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first#post48339

We cannot assist if your system is compromised, but you’re welcome to submit a ticket to ask about security in general and the team may be able to help you as you re-secure your system.

Consider also reading this article, which is very helpful: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

First, do not send any more tickets. Second, respond to your first ticket and explain your situation again. Include all the other ticket numbers so that they can be merged and the team can help you.

Please use a PC for game activities and forum activities. As mentioned above, there is an issue with using devices other than a PC, and that issue is not on our end so we want to suggest you use your PC for contacts and, obviously, game access.

https://forum-en.gw2archive.eu/forum/wuv/wuv/Issues-granting-Season-reward-chests

If these tips fail, 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.

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 want to post here to make it clear that CS will not move your characters or accounts between servers. You may transfer by paying the transfer fee or you may delete your characters and start afresh. Only one transfer per week is allowed.

Info here: http://wiki.guildwars2.com/wiki/World

Forum members: Please do not suggest that players contact Support to ask for services that we do not provide. Thanks.

I think the verbiage is as clear as it can be. Why don’t you submit a ticket to see if the team can assist you? Sometimes we can.

Most issues are resolved in a few hours, 24 hours at most. But some take considerably longer, it’s true. If you’ve waited at least 3 days, you can post in this thread to let us know you’re still waiting: https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first#post48339

But do note the e-mail issues thread, as we’re responding and some players are not getting those responses.

Update: 9 December 2013

120975 – Resolved
125658 – Resolved
127434 – Resolved
128276 – Resolved
131210 – Resolved
138231 – Resolved
141882 – Resolved
100959 – Resolved (and thanks for the nice note )
131358 – Resolved. Duplicate of 118832
126257 – This does not appear to be a valid ticket number. Please feel free to post again if you can get an accurate number.
127661 – An agent sent questions on Saturday. Once we have verified ownership of the account, we’ll be able to assist you.
131272 – I asked an agent to take a look today.
134980 and 144540 – I asked an agent to take a look today.

• 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. 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 December 2013

120975 – Resolved
125658 – Resolved
127434 – Resolved
128276 – Resolved
131210 – Resolved
138231 – Resolved
141882 – Resolved
100959 – Resolved (and thanks for the nice note )
131358 – Resolved. Duplicate of 118832
126257 – This does not appear to be a valid ticket number. Please feel free to post again if you can get an accurate number.
127661 – An agent sent questions on Saturday. Once we have verified ownership of the account, we’ll be able to assist you.
131272 – I asked an agent to take a look today.
134980 and 144540 – I asked an agent to take a look today.

deracs.1762:

In other games when you “report” a gold seller it sends the actual gold spam text to a GM or automated collection file. If you had a live person who saw these reported spams, that person could immediately close the account (either temporarily or permanent). If gold spammers started getting the accounts closed within 5 minutes of the first spam, it would stop pretty kitten quick.

RMT spam has increased, no doubt about it. We believe the increase is related, in part, to the Christmas holiday. But I wanted you to know that the system you described as used in other games is precisely the system we already have in place and act upon 24/7/365.

If someone is reported for RMT gold sale spam, we have their name and the chat clip, so many are taken out within a matter of minutes. Due to volumes, we occasionally have a delay, but as far as I know all are reviewed, appraised, and acted upon quite soon.

I know there are people who say “I’ve reported this same person 10 times in 20 days” and I don’t really have an answer for those edge cases. I just verified with the full team that we are utilizing the system at full capacity, and they confirmed that is the case. I can add one thought: A lot of the “spam accounts” have silly names, like ASDFHILKI. It’s possible that when you report that person, the account is closed, but another one crops up with a very similar group of letters. It may appear to be the same, but not actually be the same spam whisperer.

However, I will be tracking concerns about this and may ask for additional information if we see some sort of pattern that tells us that things are working other than as expected.

Thanks for your reports!

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

Please review this post for information about phishing attempts: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2556003

Nzrwinds.4298:

~snip~

I noticed in the bottom right hand corner I purchased a skin set, the same one I used on my staff. I’m 99% sure I didn’t purchase it by accident and think my brother purchased it without me knowing and the skin sets not that bad but I’d prefer the gems for the armor. Is there anyway I can get the gems back? Even though it’s used can the management take away the staff and give me the gems back? Thanks -Nzr

You need to secure your account immediately. Your brother should not have access to your account in any way, shape, or form. Whether we can or cannot refund spent gems is something you need to discuss with Support directly, but we do not remedy account activity related to shared accounts. In-house “hacking incidents” are not something we can resolve, because it’s impossible to know if it was a hack, insecure account practices, or account sharing, which is a violation of the UA.

Brother Grimm.5176:

Just a heads up on a comment I saw here. Zendesk is a very reputable support website provider (my company has used them for years). As to the security of your data and being paranoid of putting it in to a website form….who is actually hosting ANY website these days?

Thank you for that positive information. We did a lot of searching before we made a decision on our provider, and we have confidence in their security.

New question: Has anyone had difficulties lately receiving a receipt for a purchase? If so, what e-mail provider are you using?

Thanks for your help!

Draygo.9473:

Auth mails from gw2 went to my spambox in yahoo today, after clicking not spam on 2 of them they started going back into my inbox. Just wanted to drop a note.

That is very helpful. Please read the above if you’re using Yahoo!

Beyond that, we are continuing to try to sort out this issue. Please see my initial post for suggestions about a potential work-around. We want to help you!

You will get a response within hours, even if only to let you know that someone will help you soon. If you are not getting a response, I suspect your e-mail provider may be an issue here. Please read the “Not getting our emails” thread for suggestions.

Ok, here’s the page about the Mini Mr. Sparkles: https://www.guildwars2.com/en/news/introducing-the-black-lion-wintersday-rewards-event/. The page reads as follows:

“Welcome to the month-long Black Lion Wintersday Rewards Event! Evon Gnashblade of the Black Lion Trading Company will be rewarding December customers with exclusive gifts!

Black Lion Trading Company customers who purchase at least 800 gems will receive an exclusive Green Quaggan Backpack Cover. If you purchase at least 4,000 gems, you’ll receive not only the Green Quaggan Backpack Cover, but also a Mini Mr. Sparkles of your very own!

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."

I read that as a cumulative purchase and not one single purchase of 4,000 gems at a one time. I will verify, but that’s how I read it, don’t you agree?

sorudo.9054:

and what if i buy 2K first and 2K after my next payday?
it’s still 4K, if that doesn’t give me the mini then you are actually buying the mini.

Well, here’s the page about the Mini Mr. Sparkles: https://www.guildwars2.com/en/news/introducing-the-black-lion-wintersday-rewards-event/. It says:

“Welcome to the month-long Black Lion Wintersday Rewards Event! Evon Gnashblade of the Black Lion Trading Company will be rewarding December customers with exclusive gifts!

Black Lion Trading Company customers who purchase at least 800 gems will receive an exclusive Green Quaggan Backpack Cover. If you purchase at least 4,000 gems, you’ll receive not only the Green Quaggan Backpack Cover, but also a Mini Mr. Sparkles of your very own!

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."

I read that as a cumulative purchase and not one single purchase of 4,000 gems at a one time. I will verify, but that’s how I read it, anyway.

Dang, that’s a great question, and I confess I don’t know the answer! I can see it being either way, but cumulative would be extra nice, so I’m hoping it’s that way but I just am not sure how it works (and I apologize for that).

Let me ping the gang to find out for you.

LancastorKeleth.2430:

Earlier this evening I purchased a second copy of Guild Wars 2. Went to check my email for the serial code, and discovered it wasn’t there. After a little while of it not showing up, I went back to check the order page, since I hadn’t closed the tab it had been in yet.

After reviewing the information, I realized I made a very minor typo when I entered my email address. Of course this means I did not receive the serial code. I’ve since opened a ticket for it describing the problem.

Can the serial code simply be resent to the correct email I’ve supplied in the ticket, or will another solution be required?

Once the agent has established that you were the purchaser (for obvious security reasons) they can fix the records so that everything aligns, and even send you a copy of your receipt.

Thanks for buying our game!

We absolutely do not want to charge you twice! Please submit a ticket by clicking “Support” at the top of the page, and then “Submit a request” so we can help you.

Update: 3 December 2013

115363 – Resolved
100959 and 130412 – I asked an agent to review tomorrow.
120975 – I asked an agent to review tomorrow.
92026 – I asked an agent to review tomorrow.
71064 – I asked an agent to review tomorrow.
85852 – An agent responded today. Please update your ticket to provide the information requested.
83879 – The agent responded on the day you submitted the ticket, November 17. Please check spam and junk folders, and perhaps consider submitting a new ticket from a different e-mail address, referencing this ticket number.
100192 – The ownership of the account appears to be in dispute. An agent sent questions last Friday. Could your friend please update the ticket with answers?

• 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. 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: 3 December 2013

115363 – Resolved
100959 and 130412 – I asked an agent to review tomorrow. (Nice to see an old GW player here, too!)
120975 – I asked an agent to review tomorrow.
92026 – I asked an agent to review tomorrow.
71064 – I asked an agent to review tomorrow.
85852 – An agent responded today. Please update your ticket to provide the information requested.
83879 – The agent responded on the day you submitted the ticket, November 17. Please check spam and junk folders, and perhaps consider submitting a new ticket from a different e-mail address, referencing this ticket number.
100192 – The ownership of the account appears to be in dispute. An agent sent questions last Friday. Could your friend please update the ticket with answers?

We definitely need to work on this situation, and from what I understand, we have a few recommendations and thoughts about how to ease RMT (gold seller) harassment via whispers.

If we had a means to remove those spammers instantly, we’d do it. But because we want to — and need to — verify each report, it can take time to nail the… I mean “address the issue.” ~ahem~

Please DO know that your reports are recorded and if an agent can’t “take out the garbage” instantly, he or she will do so as soon as possible. Please DO keep on reporting, and know that we sincerely appreciate your taking the time to do that.

Zaxares.5419:

Thanks for the reply, Gaile. I understand your position completely, of course, but it does feel somewhat irritating considering a lot of people would have bought gems for the Black Friday sale, and those who did so for Friday/Saturday missed out (as I did), but those who bought on Sunday/Monday made it in.

Maybe the deadline could be extended to the start of the Black Friday sales period? (Or whenever the announcement was made that there would be a sale on.) Would that be an acceptable compromise? I did actually submit a ticket about this earlier; should I submit another ticket with this suggestion?

I think you can update you ticket and share your thoughts on this. In the meantime, I’m sending an e-mail about it. Not because I can move mountains — not at all! — but simply because I want to share some suggestions, too.

This makes me sad, but honestly, I see all sides of the issue. I have bought things and had this exact situation arise, and man, it’s irritating! But on the other hand, if there was “wriggle room” on a sale — and believe me, you won’t get that at your local retailer — then where could the line be drawn? I bought within 1 hour? 24 hours? 1 week? I bought last June and now… Ok, I know you guys are not suggesting that!

It’s ok to talk to an agent about it, of course. But I do see where there has to be a start and stop date, and those are built in for a reason. Too, I was just thinking, if the start/top date was made flexible, then the next time a special promotion came out, someone might expect a bit more flexibility until, well, we really are offering a Christmas promotion in June!

I’m not making light of your situation, and I’d love to find a way to make this work. As I said, you’re welcome to submit a ticket to discuss!

In the meantime, we truly appreciate that you support our game so very generously and from all of us, thank you sincerely for doing that.

Stealthasaur.2198:

Hello,

I submitted a ticket yesterday about some deleted items and was pleased to hear that I would be able to retrieve said items. I received an email back saying to check my mailbox for the items, they would be there.

I checked my mailbox and never received anything. I waited overnight thinking it may be a delay issue and still nothing. I replied last night letting support know about the situation and they havent gotten back to me yet today so I was just wondering if maybe they closed the ticket and wouldn’t receive my emails about not receiving the items, thats why Im posting here.

Request #131272

If you updated the ticket, you definitely should get a reply. I know it probably sounds obvious, but did you check Spam, Junk, and every other in-box available? We’ve had issues with some e-mail providers blocking our mails, but if you previously received a response, you should be good. If this extends more than three days, you are welcome to post in the Tickets for Review thread in the sticky posts section.

Hi there. If I’m understanding you, that would not be possible. Only one Guild Wars account can be linked to only one Guild Wars 2 account. If you had a second GW account, you could link to your second GW2 account for HoM benefits, but if you have just the one GW account — which is what I suspect — then you’re getting the full benefits on the first of your two GW2 accounts.

Innovation, I think we possibly can help you. Why not submit a support ticket and discuss with an agent?

To submit a ticket about an in-game item (and this looks a lot more complicated than it really is!):

• “Support” on main page
• “Submit a request”
• “In-Game Issue”
• Please use a descriptive subject line, such as “Lost Digital Deluxe Items” or something of that sort
• In the “Issue”field, please provide an explanation of your situation and your expectations.
• Immediately below “Issue” choose the “No Selection” field and then use the drop-down to choose “In-Game Item” and “Purchase Issue” to complete the routing of the ticket.

EpicHedgehog.1754:

I have one molten and one bone pick, but i changed them to acc bound before reading that refunds are possible, can I refund the bone pick? because I dont need it now..

The refund process is intended for duplicates of the same item. For example, if you had two Bone Picks, we could refund one. But with two separate items, the refund offer does not apply because they are different items.

Sandra’s info is valid.

And thanks for thinking of Guild Wars 2 when doing your holiday shopping!