Guild Wars 2

We absolutely DO want to help you. Here’s a detailed walk-through (and it looks a lot worse than it really is, but I’m providing it to help )

To submit a ticket about an in-game item:

• “Support” on main page (at the top of this very page)
• “Submit a request”
• “In-Game Issue”
• Please use a descriptive subject line like “Didn’t receive purchased gems”
• 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.

The team will help you. And we all want to thank you for your extra support of our game!

cheshirefox.7026:

yeah, not needing a seperate support account is good
but.. now the support page just sends me to a FAQ
used to be able to write a report and attach a screenshot.. now you have to write a subsequent email, and where are all my past tickets.. or the option to cancel a ticket because it resolved itself.. good idea with a huge step backwards

Oh you sure can submit a ticket. See that little “Submit a request” in the upper right? Click through, outline the line, provide as much info as possible, and you’ll be good to go!

The tickets in the old system are gone. The good news is you probably have records in your e-mails. If you’re following up on an issue that was present prior to the end of October, you can copy/page the contents of the old ticket into a new one and the team will assist you.

I have no idea how that response came to be sent. It’s strange on several different levels. I’m going to follow up to make sure our communications are clearer in the future.

I don’t think that the removal of use of town clothes in World-vs.-World combat should be an issue, but maybe that’s just me.

I think at this point it would be good to make sure that everyone reading this thread has read this post about the Flamekissed Armor and the changes that are coming.

As background: Players expressed significant concerns about the appearance of the Flamekissed armor. Their concerns were reviewed and found to be fair and justified. As a result, the devs decided to make a change to the armor set even knowing that some percentage of players would prefer that a change not be made. This is similar to any sort of change. For example, with each game balance, some players think a skill is just fine and others believe it to be overpowered. In the end, the devs make a decision based on what is best for the game, as they have done here.

Ultimately, the armor will look different than it does now. It will look sufficiently different from the Tier 3 Cultural Armor to allow each of those sets their unique place in the game world. And those who do not like the new armor will be able to retrieve their gems.

While we fully understand that not everyone will be fully satisfied with the decisions that have been made, we’re not able to offer each player a separate and personally-selected option. It’s not “I’ll keep it” and “I’ll take the new set” and “I want my gems back.” We can do some of that, but not all.

You can contact Customer Support now, or wait to see how you feel about the new armor design, as you desire.

Ah, Calimshan, we posted at just the same time. I think I answered the question above.

The thing is, we can’t make it an either/or situation, and the devs feel that the best course is to change the armor. It would be nice to say “Change if you want” but that’s not feasible. So the Flamekissed Armor Skin will be reworked. And when it is, you guys are welcome to share your thoughts and to let Customer Support know what they can do for you. (No, “a new car and a couple of free pizzas” isn’t going to be on the table. )

I understand this is sort of a hot topic right now, but again, there’s nothing to lose by waiting for a look-see at the new armor set, and there may be something to gain! It’s certainly what I would do and I encourage you to think of doing the same.

JustTrogdor.7892:

Put everything in your bank. Everything that isn’t soul bound. Then you can delete your characters and move for free. Your gold, karma and other currency will move with you. Please check all your toons to make sure you have put everything in your bank before you do so. That includes taking the mythril box off your toon and into the bank.

This is correct. Just a small addition: If you joined a guild and made any contributions to the guild, those will remain on your home world. (For instance, if you contributed Influence to a guild on your current world, it will remain on that world.) Guild attainments and achievements do not move between worlds.

You know, in looking at all the situations with players and their different needs, I really believe the best course here is to wait for the introduction of the replacement armor set. From what I’ve been told, it’s going to be really nice. Please keep in mind we’ve already made it clear that Customer Support will try to resolve the individual concerns that you may have once the armor change is made. Each of you may have slightly different situations. But since the armor is not out now, and because we will be happy to address your concern after you’ve had time to appraise the new set, doesn’t it make sense to wait and see?

So my post immediately above was pretty long. I’ll make this one short:

Have you tried adding our sending addresses to your address book or your approved senders list? Did it work? Did it not work, or only partially work?

Please do not repeat-post your comments. We are listening, but saying the same thing repeatedly is not helpful. If you’ve posted in any thread on this subject you’ve had your say. “Yea, like I said” or “I demand an answer” isn’t contributing anything at all.

Thanks for understanding.

flasbang.5102:

I just started playing this game yesterday.I tried to sign into game but it didnt work im sure it was same password.I use google chrome as my default browser so it saved my password for the forum.I tried the recover password page i typed in email,serial code,name.But it said a error has occured please contact support.When i go to submit a request page all i got was words “submit request” with no links,im also on a android right now so do I have to be on pc to see it?

Just checking — are you logging in with your Account Name, which is your e-mail address, and not your Display Name? You seem to indicate that but I wanted to be double sure.

flasbang.5102:

When i go to submit a request page all i got was words “submit request” with no links,im also on a android right now so do I have to be on pc to see it?

Folks have reported issues with trying to make changes to their account using a smart phone. I would suggest that you try with your PC, since it’s your PC that will play the game, after all. Naturally, Support is ready to help you if you continue to have problems.

Earlorama.8495:

Got the issue resolved. For anyone having the same issue: contact the support. Apparently Anet protects accounts form fraudulent purchases and sometimes this system flags accounts which results in “Finalizing the purchase” issues.

Great support experience though. No automated bot responses or anything of the sort. 10/10, keep it up guys!

Thanks SO much for posting, Earlorama. It’s nice to see your kind words, but even nicer to know your issue was resolved to your satisfaction!

I will see if I can get answers to the questions you have posed, the opinions you have offered, and the proposals you’ve made.

Voila! Proof positive: The devs listen! <3

https://forum-en.gw2archive.eu/forum/info/news/Flamekissed-Armor-Skin/first#post3275229

shawn.1298:

I just bought Gw2 and have had a fit trying to register the game. I used to have Guild Wars, but haven’t played the game in years. It would not let me register GW2 and I do not remember anything about the Guild Wars account and no longer even have the box game. So in order to register GW2 I had to create a new email account.

THIS IS BROKEN. Your support page requires all types of information that I don’t even remember e.g., my characters name. How in the world can I fix this so I can use my regular email address? If I’d have know it was going to be problem I’d have never bought this.

Simply provide the information you do have and the team will do its best to help you.

I want to thank forum members for providing some valuable information to packagedcrisps (love the name, btw!)

Ultimately, account security rests with the account holder. The fact that you were hacked again, even four months later, makes me wonder about the security of your entire computer.

Declining to do a second account restoration is a policy that rests, in part, with our not wanting to be put in the position of hack-reroll-hack-reroll, when that scenario can be abused (as mentioned above) by dishonest individuals and when that situation can do inestimable damage to the game economy, which affects all players.

Frankly, I’m thrilled we can offer account restorations at all, where I know other games don’t have the feature or added it long after we rolled it out (in Guild Wars). It’s a great service, but it must be used sparingly, so I hope you understand why we cannot accommodate your second request.

I’d also like to point out that the “delay” in responding to your request is not outside the norm for any game support team, and that things undoubtedly were going on in the background before you heard from an agent, such a checking access points, etc. Please know that a full and instantaneous response is not the norm with any support system.

We sympathize with your situation, and we have folks on staff who will try to help you enhance your personal security so that you are not hacked a third time. Please let the team know in your ticket if you’d like extra assistance in that regard.

I’m really sorry that happened to you and hope you’re back on your feet soon. I’ve found that other players and guildies are incredibly kind in aiding a player who has experienced this situation, and hope that is the case for you, as well.

Ceddwen.7260:

Hi
Many apologies if this has already been asked and answered – I had a look but couldn’t see it anywhere.

If I already have 8 character slots filled, can I add to them by purchasing an upgrade, or do I need a second account?

Thanks in advance.
Ceddwen

Hi there. I know of players with two dozen character slots, so you do not need to purchase an upgrade, but can acquire additional slots through the Gem Store.

Let’s work together on this. Believe me, we are sending responses, but unfortunately your brother is not getting them.

First, please have him read this post: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/page/2#post3274758 He should also read the first post in that thread. There are issues with major ISPs/E-mail providers blocking our mails (pretty much out of our control, but we’re trying to work on it). The post I linked above has a practical suggestion for him to try to allow our mails to come to his in-box.

Second, since this is an on-going issue, please have him stop submitting duplicate tickets. Please go ahead and post on his behalf in the Tickets for Review thread here — https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first — and please provide with each and every ticket number related to this issue. I’m sorry to ask you to post there, but just a few sentences and the ticket numbers will help us help him!

Thanks for understanding.

We appreciate your feedback, and particularly the courtesy with which it was offered. Please allow some time to look into your concerns.

As I mentioned, we’re actively pursuing this issue on many levels. A suggestion:

Consider adding our e-mail addresses to your e-mail address book or approved sender list, especially if you are using Gmail, Yahoo, or Hotmail.

Here are some addresses that you could add related to Guild Wars 2 and Guild Wars:

• Guild Wars 2 Player Support [support@guildwars2.zendesk.com]
• Guild Wars 2 Support [support@guildwars2.com]
• Guild Wars 2 Team [guildwars2@ncsoft.com]
• Guild Wars Player Support [support@guildwars.zendesk.com]
• Guild Wars Support [support@guildwars.com]
• guildwars@plaync.com
• noreply@guildwars2.com
• support@ncsoft.com
• noreply@guildwars2.com (see note below)

*Note on that last one: We send our mails with exactly this sender line: noreply@guildwars2.com (something “ArenaNet” is not in the sender line, but one Hotmail user told me he does see ArenaNet as the sender with noreply@guildwars2.com as sender). Please be aware that phishers often to use ArenaNet [noreply@guildwars2.com] and their alleged sending email address. Be aware that if you add noreply@guildwars2.com you’ll probably get mails from both ArenaNet and would-be phishing senders, so watch for that and be very, very careful with any links!

Important note: Adding these addresses to your approved senders or address book does not mean that you can assume that mails from these addresses are safe. It simply allows mails to come to your in-box, after which you can analyze them and appraise their safety. Please, please please take care in opening all e-mails, and do not click links but instead copy and paste into your browser. Do that even for our e-mails — just for extra security!

Players: Can we get your comments on this? Have you tried adding any of our sending addresses to your address book or your approved senders list? Did it work? Did it not work, or only partially work?

AzureFox.1596:

For some reason, i cannot purchase any gems from the Black Lion Trading Company. I have only used my credit card twice before. But now it keeps saying “Payment Approval Failed.” Yet i do have money on the card. Please, someone help me as soon as possible.

Please submit a ticket and an agent will help you. Thanks.

Rimax.9054:

Ahh thanks for all the info i will not be seeing my money until next tuesday i guess according to my bank =’[. Unless Anet can contact my bank and let them know that the charge will not be going through.

As the agent said, we can’t control this, it’s based on your bank’s policies. Next Tuesday is a long time, but maybe it’s that way because of the holiday? Anyway, sorry we cannot offer additional help. You’re clear on our end to purchase, but if you want to wait for the dead “pendings” to resolve, that’s perfectly fine!

Raitek.2930:

Woot! Just tried again, went through this time!

Thanks for staying on top of this and letting us know Gaile, much appreciated!

Yaaay! Thanks for letting us know.

Update to the Update: I’m actively speaking with the Payment Team Lead (very nice person) who tells me that it’s for sure that charges that got stuck today in a “pending” state will not be processed. They are dead because of that temporary issue on our side.

You may see a charge or two as “pending” but it’ll drop off your CC account in 1 to 3 days. In the meantime, you are welcome to initiate the charge again. If you have issues, it’s because you tried a few times in a short period of time and — I know this is frustrating! — there are security measures that prevent a whole lot of purchase attempts in a short period of time.

So as long as your CC is in good standing, you can try again.
If you have difficulties, update your ticket.
As for Rimax and Raitak — the agent looked at both your accounts and you’re clear to try again.

Most of all:
Thank you for your support of our game.
—-and—-
Thank you for your special patience today.

We’re going to do a little maintenance in the near future to try to reduce these glitches. They don’t happen often, but hey, we want to get to “Zero Errors!”

Ecstasy.2483:

On the bright side ^ i did not attempt that because Gray taught me the other day some patience lol <3 (")^.^ kitten paw salute lol <—-

tempted to login the game to see if gem’s have arrived but afraid it might mess up there process of fixing this >.< curosity… to preoccupy myself i’m watching cat vids on utube how silly is that ;p

That’s sweet of you to say, Ecstasy.

Payments Team tells me that those who attempted and didn’t get their goods are in “pending” and will be cancelled. You therefore can attempt a new purchase. If there’s any problem at all, we’ll solve it. But the lead I spoke with said it’s highly unlikely you’d be double-charged because the “pending” payment is kind of… dead.

Raitek.2930:

Still have not received gems either
Support Ticket #109886

Oh darn it, same situation here. The charges are “pending” but as far as I understand it, they will not be completed. Let me check with my Payments Team contact, but I do believe you can — now that the system is back up and running properly — re-initiate a purchase attempt, it will process properly, and the other “pending” transactions will drop off your account — without charge — in a day or two.

Back with more info soon.

Rimax.9054:

Nope still have not received the gems. I want to clarify that i was charged the 50$ but have not received any of the gems i went to purchase. I really appreciate the help also honestly =]

I do understand, but as the agent explained the purchases were never charged to your card. _ Your financial institution/bank/credit card company did place a “hold” on the funds pending completion of the transaction, but _you were not charged for any purchase attempt.

As the agent also explained, as much as we’d like to simply complete the transaction, we’re not allowed to do that. Also, ‘when authorizations go into a holding state, it is actually the bank’s policy that dictates how long a transaction will be held in this state."

You’re welcome to initiate a new purchase, knowing that the previous incomplete attempt will drop off your account, without a charge, in a couple of days.

Talara.8053:

Thank you for all of the responses, especially from Gaile! What I saw in FG was simply appalling. While I agree with you, Brother Grimm, threatening players who don’t play the way that a group wants to play is rude and selfish in itself. When players threaten others with reports enough that those players leave the map or stop playing because they know no better and are in fear of getting in trouble isn’t right one bit. Even used as a scare-tactic is not appropriate, at least in my opinion.

And I agree with you completely.

It’s a game. Let’s all have fun and let’s not try to stop others from having fun, too. There are a million options and a thousand playstyles and if we’re even just a little bit considerate and understanding, we can co-exist and each have our fair share of fun in Tyria!

Rude comments should be just “water off a duck’s back” in my opinion. But at some point, it can become harassment, and in those extreme (and thankfully pretty unusual) cases, a player can contact Support to discuss the matter.

Update: Just heard from a team producer, and you should try again. We’re sorry for the glitch, but things should be working just fine now.

If you have issues, let us know right away. I’ll be peeking back on this thread from time to time.

Update: 26 November 2013

85852 – Yahoo is having issues with our e-mails. I suggest you create an account with a different provider until those issues get ironed out. We want to help you, but can’t do that if we cannot converse with one another.
93917 – What a nice note! Thank you, and you’re very welcome for the help!
100959 – I just requested that an agent dive into this one and he is responding now.

• Please do not file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessary. Thank you.

• 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: 26 November 2013

85852 – Yahoo is having issues with our e-mails. I suggest you create an account with a different provider until those issues get ironed out. We want to help you, but can’t do that if we cannot converse with one another.
93917 – What a nice note! Thank you, and you’re very welcome for the help!
100959 – I just requested that an agent dive into this one and he is responding now.

Earlorama.8495:

Hello, fellow Guild Wars 2 players.

I wanted to purchase the game for my girlfriend and myself. Everything went smooth for one copy of the game, however I always get “An error occurred finalizing your purchase.” message when I attempt to buy a second copy.

I’ve already submitted a support ticket (#108512), but wanted to know whether this is a common issue and how long does it usually take to resolve things (I’m worried the discount will be gone by the time this gets resolved as it’s been 12hours so far).

As one of our agents just responded to say, the ticket has been escalated to the Payments Team and they’ll review and get you both into the game ASAP.

If this problem was caused by something on our end, I feel sure we will be able to extend the sale price to you. But in fact I believe the issue will be resolved long before the sale ends.

Thanks for your patience.

We do review bot reports, but cannot take action on every report right away. I just spoke with a team member about possibly shifting resources to give more coverage to bot hunting and bot report responses, and hopefully we’ll be able to handle more — or handle them more quickly — in the future.

Thanks for your understanding.

Did you receive the gift? If not, consider submitting a ticket. I don’t know of any issues related to birthday gift distribution, but if you are certain that you are checking the age of that character, if it is 365+ days old, if your mailbox is empty, if you are sure you did not delete the item, and if you never received the gift, you’re welcome to submit a ticket.

Thanks for updating to let us know.

chris.9142:

Do you not have to type The name of The item into a box to salvage a precurser this should be a fair warning

Precursors do not require the typing of a name, but they do have a confirmation window.

etb — Feel free to go ahead and submit a ticket and we’ll try to help.

We had a brief “burp” with the purchase system earlier today, but we’re told that it’s functioning properly now.

Let me find out the latest news on this and I’ll update in a minute.

Please note:

• A report does not result in an account suspension or termination.
• What a player does or says is what results in an account suspension or termination.
• If a player or a group of players is found to engage in false reporting, their own account could be in jeopardy of account suspension or termination.

In other words:

• Not Very Nice Player: “Let’s all report this guy because we don’t like the color of his gib. (Or he’s taking too long to move on the map, or we hope we’ll cripple the other WvW team, or other choices ‘reasons.’) Oh and guys, be sure to lie in your report and claims that he’s breaching the User Agreement by, say, ‘cheating!’ That’ll catch ArenaNet’s attention and they’ll be sure to ban that irritating person!”

• ArenaNet: Don’t even try it.

I believe the charge is pending and not complete, isn’t that correct?

An agent is going to take a look at this ASAP and figure out what’s going on, help you get those gems! I’m sorry for the delay, but can’t analyze what’s causing it. They will be able to do that for you.

And hey, thank you for your support of our game.

Just to be clear, neither of the folks talking about being “permanently banned” was, in fact, permanently banned.

Johmel — I don’t think you need to worry about the transfer, but certainly you can take some of the tips that players have suggested if you would feel more secure in handling this transaction.

Update: 25 November 2013

93917 – Resolved
98860 – Resolved
91920 – Resolved
94565 – Under review
85852 – Agent responded on 18 November. I suspect you did not get the e-mail because your ISP blocked it. Consider contacting from a different ISP (e-mail provider) and refer to your existing ticket to get assistance. (You will be asked ownership verification questions, for security reasons.)

• Please do not file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessary. Thank you.

• 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.

Updated: 25 November 2013

93917 – Resolved
98860 – Resolved
91920 – Resolved
94565 – Under review
85852 – Agent responded on 18 November. I suspect you did not get the e-mail because your ISP blocked it. Consider contacting from a different ISP (e-mail provider) and refer to your existing ticket to get assistance. (You will be asked ownership verification questions, for security reasons.)

Have your friend answer the account ownership verification questions he was sent today. We can’t make these changes without taking security measures, but we can help once we can establish he owns the account.

A report only prompts us to review an account. We’re careful about malicious reports designed to negatively impact other players. So the bottom line is: Reports don’t get a player suspended; what the player did is what prompted the suspension.

You may report issues of harassment of this type by using the in-game report system. We’ll review and if that person is guilty of a breach of the UA, RoC, or Naming Policy, we’ll take action.

Here’s the thread about Phishing: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post3242473

Ecstacy —

First, I want to thank you for supporting our game so well. It’s awesome that you have purchased gems and we truly are grateful for that.

Second, I’d like to point out that what we are doing for you is exceptional. It’s not something you can expect or demand. It’s something we’re doing to go “above and beyond” in correcting an error that — forgive me — you made.

Third, your comments in the ticket are perfectly reasonable and very well said. Your comments here on the forums are surprisingly caustic!

You made an error and then submitted a ticket. You followed instructions, and now are waiting for your item. Understood.

But submitting a second ticket, posting here instead of the Tickets for Review thread, and posting harshly in response to people who simply are trying to help you is not so good.

We want to and will help you — probably today! But issues of this nature take time, and while we’re sorry for the delay, we need to ask you for a bit more patience.

SkullRaven.5630:

~snip~ So to answer my question quite directly, if I no longer have my serial number does that mean I will not be able to play the game again until the issue is resolved?

There are other means to prove ownership. If the CS team member is only accepting the serial code, and cannot use other information, then there may be a question about ownership of the account. I cannot address this specifically because I am not looking at the ticket. However, there are not a whole lot of occasions when we can help only if we have a serial code. Continue to work with the team; I believe they can help you.

Wreave.2138:

I’m still condering the possibility that the problem is on ArenaNets end — i.e. perhaps there’s an internal problem that is preventing ArenaNet from actually sending the emails for some yahoo users. I had hoped that Gaile would post more info here about what ArenaNet is doing and what they have done in working on this issue, but I have yet to see that.

As several of us have noted the Remove Authentication button is grayed out. Is that by design? Or is it a bug? If it’s a bug, perhaps it actually its actually related to why we’re also not getting authentication email.

Removing Authentication requires assistance from Support. So yes, that is by design. The disabling of this feature is not related to the e-mail problems.

Hi folks,

I wanted to update you on this situation. We are looking at this issue from every viewpoint, and are not discounting any possibility. However, the evidence points to this being an issue on the part of the ISPs, and not necessarily on our end.

Don’t worry — we also are reviewing our systems. But our mails go out through two totally difference systems. For instance, receipts are sent through a different system than support tickets. Authentication doesn’t come from the same source as a newsletter, etc., etc. So it seems unlikely that we have the issue, when some people using a specific ISP have issues with e-mails coming from any of our sending systems.

Some people using the listed e-mail providers are just fine. They can submit tickets, we get their responses, they get our responses, and all is well. Others, for reasons that are not clear, are not getting anything, or only getting “E-mail Type A” and not “E-mail Type B.”

We’re on the case! (We’re trying to schedule phone meetings with the ISPs.) But in the meantime: If you are not getting e-mails that you expect to receive — receipts, ticket responses, authentication e-mails — you may want to consider creating a new account on a different provider and writing in through that provider. (Please choose a provider that is not on the list of those having problems. List is in the first post in this thread.)

If you contact us through a new e-mail account, we will need to verify that you are the account owner, for security reasons. But using a different e-mail account may be the only way for us to exchange e-mails until we can work with each ISP to get this problem resolved.

Update: 23 November 2013

74804 – An agent mis-sent the response, but I have sent it now and it should help you. Please update the ticket if you still need assistance.
87937 – Resolved
85385 – Agent responded on on 20 November to ask for a bit of info. Please update.
96812 – Resolved today
54549 – (and about six other tickets) Yahoo has known issues. Have you considered creating a NEW email account and getting in touch, so you can get our responses?
74159 – See note about e-mail issues.
71064 – See note about e-mail issues.
86223 – Sent for follow-up.