Guild Wars 2

Update: 22 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.

Art.9820:

Lol Gaile I was about to do that I just was waiting for late tonight to not be so annoying.

Thank you!.

No worries, it’s fine! I just pray you’re not one of the poor people with the None Shall Pass E-mail providers!

Art.9820:

Please could I get an update on my request #74159, whole week just passed with no answer ><.

Thank you!

We answered you on November 15th, and gave instructions on how to proceed. We have received no response from you. Please see this thread for details on some e-mail providers blocking our contacts. Please read my advice in tonight’s post.

Just a note: Creating new tickets and sending them through the same e-mail provider may be an exercise in futility. Consider an alternate means of contact through an un-borked e-mail provider and reference you existing ticket number(s).

We want to help!

Thank you.

Aeolus.1374:

Hello Gaile, I posted here a while ago and you mentioned that an agent will be taking a look at this “today or tomorrow” that was 3 days ago and now almost 2 weeks that I have submitted my ticket. Is it really that slow or is my issue not resolvable? If the latter it would be great to get a reply so I can try to solve it another way.

Again, request # 71064

Thanks.

You’re using Yahoo. As I have posted, Yahoo has known issues with our e-mails, and it’s not something we can control. Looking at the six tickets you’ve made, it appears you have sent them all from the same e-mail account, and we simply are unable to reach one another if you continue to do that. Please create an e-mail account on a different ISP and references all your tickets numbers. We want to help, but we cannot reach you!

Slakt.7280:

Gaile Gray.6029:

Update: 21 November 2013
91920, 130928-000894, 130810-000164 – Agent responded yesterday; please answer the queries in your ticket. As for the other two, you need to resubmit in the new system, with our apologies for the inconvenience. Please find one of the emails from the old system and copy it into a new ticket. Thank you.

Thank you for looking into the matter.
Have answered the queries just minutes after I got them to the 91920. Somehow I think that this answer hasn’t reached back to the service desk. Can you guys check your spam filter, no pun intended? Sometimes in my experience gmail.com sets googlemail.com as senders address, that might confuse your service desk tool. If this is the case you probably has godzillion of unsolved issues due to misplaced replies from costumers… Ill try to reply to Brandon again now. But how would I know if my mails comes thru or not?

I do not see your response. I am alerting team members to check out your theory about gmail and googlemail.

In the meantime, do you have an alternate email account through which you can contact us, including the existing ticket number? I’m so sorry for this inconvenience!

dostunuz.3982:

Gaile you are absolutely wrong. Request 79515 is done. As for my other request 86223, noone responded to me yet. I am still hacked, all chars naked and empty atm. Believe me i check every hour for this.

I was trusting the notes on the ticket. Will follow up, and my apologies for the error!

Art.9820:

Been 6 days so far, just updated my ticket, till the end of today, like you asked us Gaile.

Posting over here to keep people informed if anyone is in the same situation.

Hey Art, did you also post in the Tickets for Review thread?

As I mentioned, we will look into the situation on a couple of levels to make sure that we’re doing as much as we can to stem the tide of spammers. It’s not just spammers, we know that a lot of the accounts being used to spam are stolen from legitimate players, so it’s like a Double Whammy of Badness.

In the end, while we may never be able to beat back the ocean, we will do our best to put up quite a few breakwaters.

Definitely check your computer for a keylogger.

If clear, then consider carefully if your e-mail may be compromised. If you’re not sure, perhaps send your ticket through an account different than the one associated with your game account. Just be sure to answer the questions that verify your ownership of the account, so we can help you as quickly as possible.

We do offer account restorations in many instances of account compromise, so discuss that with the agent who is helping you get back onto the account. You may find your losses, in that situation, will be made minimal.

Good luck.

Taking your comments on board, I will discuss with our team leads how we can improve our responses in situations like this.

Thorvaldir — Just to confirm, guilds are world-specific. You’re welcome to set up a guild in a different world, or join an alternate guild, but the goodies associated with the guild on your home world stay on your home world, just as any upgrades you acquire on an alternate world will stay there.

maloki — The bug you described was fixed a few hours ago. Could you please let me know if you continue to have issues?

I hope this article will help you. Lots of details inside our Knowledge Base.

https://guildwars2.zendesk.com/entries/28147506-Guild-Wars-Accounts-Their-Effect-on-Guild-Wars-2

I am very sorry for your frustration. I routed your entire note to a team to have them review the situation. I confirmed that we are working on a better system of blocking in-game spam, but I’m also checking to see if our staffing levels are appropriate for dealing with this issue.

I can tell you that in-game reports do reach us and are singularly helpful in allowing us to zap those #(*%& spammers. So if you can report, and don’t mind doing so, you’re not whistling into the wind — the reports definitely help!

Salome — so that I can best understand this: Was what you experienced an actual game bug? Or did you have a gameplay question that players were able to answer through forum posts?

Inculpatus cedo.9234:

As a suggestion, a perusal of the release page, and the corresponding patch note Highlights, might serve the Support team in good stead. This particular issue was addressed there, and wasn’t really that obscure. It only takes maybe 5 minutes every two weeks to become slightly familiar with the current patch, and could be helpful in addressing concerns players send in.

The team is sent the notes and is asked to review them. I’ll ask the leads to make sure their team members give things a good read.

sizzam.2085:

after surfing the forums found out its a fake the scammer put a bit of work into it to make it appear legit.

Yes, it’s probably the most common phishing attempt.

Stealthasaur.2198:

I accidently deleted some expensive items as well because of the way the pvp items dont show up on your characters if they are in pve and I was told there was nothing they could do. I even purchased a ton of gems to convert to gold to do it too. Thanks a lot.

As I said: Each case is unique and what we are able to offer can vary. Sometimes we’re able to help more than in other cases — it all depends on the exact circumstances and the details of the situation at hand.

I’m sorry that the team was not able to help you. When did you ask? What was your ticket number?

GuzziHero.2467:

So I idiotically salvaged a set of gloves on which I had placed the Phalanx skin I bought from the Gem Store.

After a few days, I have been refunded the gems with which to re-purchase the Phalanx skin. I applied the gloves skin to another piece of armour, and have deleted the rest of the set, so that I have not gained from my own error.

Many thanks to the support staff that have helped me restore my full Phalanx armour set!

So glad we could help you! Each case is different, but we do our best for every player.

Thanks for writing.

KNOWN PHISHING EMAIL:

Just received this from a player, and I believe this is a new one. Please, people — Be careful out there in E-mail Land).

— SAMPLE —

We are sorry to inform you that your login account [name of account redacted] is temporarily closed because it was involved in the sale of in-game items for cash or other items with real world value, or otherwise engaged in gathering items to be sold for cash or other items with real world value. Both actions are against our User Agreement: https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/

If you wish to reactivate your account, you should immediately verify your account ownership. Click the link below to validate: [fake email address that starts with"account.guildwars2.com/login/allow?token= {bunch of numbers and dashes here} and ends with .html]

Please keep in mind that Guild Wars 2 is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.
https://www.guildwars2.com/en/legal/

Regards,

GM [name may vary, often “Cuache”]
Guild Wars 2 Support Team
http://support.guildwars2.com

— END SAMPLE —

This is not from us. Do not click links. Delete immediately

Nachozrock.4097:

Ya I created one on my gmail that i made a few days ago 90035

Terrific, that will be good, then. I just didn’t want that nasty hacker to be “watching over your shoulder” on a compromised e-mail account.

Astral Projections.7320:

Oh yeah, account name. Display name. I keep mixing them up. SIGH.

You and everyone else. Someday, in a perfect word, I will be in charge of naming… everything ! Muahahahahahaaaa!!

~ahem~

Seriously, we know that folks misunderstand. We’re even looking at making interface changes to help them know “Account Name = E-mail address” and not Account Name = Display Name." It’s an easy mistake to make!

~prepare for potential Wall O’ Text as I write to think~

Thank you for sharing this, Salome, and that’s not a generic “Gee, thanks” but one offered with real gratitude. Your comments are an obvious attempt to help us improve and that’s always a good thing. Let me share a couple of thoughts:

It’s not possible for a support agent to know the answer to every potential question about the game. It’s simple not possible. The game world is huge and the content offers millions of elements. No agent, not even a team of agents, can know every detail about GW2. So, if an agent cannot answer a question, and if his/her teammates also are unsure of how best to answer, and if it seems bug-like, getting a potential bug into the bug system is a good idea.

But because this wasn’t a bug, and other non-bugs may get the same bug answer. So what if the agent had said something like “This could be a bug, so report it this way (with the info s/he gave” but included, “This also could be something that your fellow players have run into but which we don’t have documented yet.” What if the agent suggested that you post on the Player-Helping-Player Sub-Forum, decidedly not to avoid answering the question, but simply because our millions of players know more than we do? And what if the agent also suggested that there might be information on that Gold Mine of Amazingness™: The Guild Wars 2 Wiki?

As a player, I would welcome that. “Hey, cool, resources that might help me!” But someone else may say, “No, you’re passing the buck, you should answer me explicitly and in detail!” Face it, we don’t have enough people to create a character, play to a certain level, and try to reproduce every potential situation a player may encounter.

So — anyone is welcome to share an opinion — Where CS simply doesn’t have an explicit answer to a gameplay question, how would you feel about being given additional potential resources in your ticket response?

Kylah.7391:

I’m getting the same “error” “parse” “ordermodelerror” when attempting to purchase gems on my mac

I really encourage you to submit a support ticket so we can help you. Click “Support” at the top of this page, then “Submit a request” at the top right of that page, and answer the question that you can answer, leave the others blank, and the team will get back to you as soon as they can.

Thanks for supporting our game — now we need to make that possible for you!

You always will get a response from Support. You may want to check out this thread, because quite a few ISP (e-mail providers) are blocking our mails. Thread is here: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

moonstarmac.4603:

Gaile Gray.6029:

moonstarmac.4603:

I’ve found with yahoo that not only do I not receive an authentication email from outside locations I also get a ‘unable to authenticate’ error. I have submitted a ticket and hopefully the team can finally locate the source of the issue…my only question is does anyone know if the mobile authenticator is getting the same trouble?

Where is the “unable to authenticate” error taking place? On Yahoo? Or are you saying that you are not getting the auth e-mail and then, because you cannot authenticate to get into the game?

Once I select log-in from a source other than at home, it first tells me it has sent an authentication email then about 15 seconds later comes back with ‘unable to authenticate return to login’ on the forums. I have my home saved to be enabled so I can still play, its just I like to get onto the forums when I’m away but due to this I cannot.

Knowing that you may not get our responses, I’m hesitant to ask you to submit a ticket, but we can’t resolve this for you over the forums, and I think that’s the thing to do. Do you have an alternate e-mail address to use for a ticket? Something that, unlike Yahoo, may not block our inbound e-mails? If so, create a ticket and answer all the questions in relation to your game account. The team should be able to help.

Your Account Name is your e-mail address, not your Display Name. If you’re still have difficulty after inputting your account-linked e-mail address and the correct password, then I would suggest you submit a ticket through “Support” above.

Nachozrock.4097:

Ya I re enabled windows defender and installed AVG. I just need support to change my email.

If you are still contacting support from your old e-mail account, the person who compromised that account can read your mails. Also, Yahoo has known issues with blocking our inbound responses. You might consider creating a whole new ticket from the new e-mail account, but including the old ticket numbers. The team will need to verify you are the account holder, but that’s a good thing — it makes sure things are all on the up-and-up and secure.

Jerry.1893:

I deleted my character, necromancer, after playing and getting all my digital deluxe items in my character.

Had no idea they would disappear.

Made an elementalist and I don’t have the items anymore.
So I purchased the DD in the black lion trading thing and I never got the miniature Rytlock or fire wolf summon skill.
I only got the chest and the banker.

Purchased it again, no luck. Please help

We can help. Simply click “Support” above and then “Submit a request.” Provide as much info as you can in the various fields — leave blank those you cannot complete. An agent will respond to the ticket this process creates and assist you with this.

Update: 21 November 2013

67364 – Resolved — Duplicate ticket resolved in #54038
69191 – Resolved. And I want to personally thank you for your honestly — that’s awesome!
73039 – Resolved
75263 – Resolved
76929 – Resolved
86262 – Resolved
77746 – Resolved
50328 – Resolved. Thanks for letting us know your friend found his ticket response in the Junk Mail or Spam folder.
64701, 64694, 78460 – Resolved
79137 – Agent just responded to ask a verification question.
86223- Duplicate of 79515. Agent responded yesterday to that ticket
14118 – The issue described in this ticket number does not match the description. It appears the issue in this GW2 ticket is resolved. If you submitted to NCSOFT, please follow up with them.
54549 – You requested the removal of e-mail authentication, but your account does not currently have it. Please update your ticket to better explain how we can help you.
89994, 87603 – Thanks for the info you sent. This ticket is undergoing account verification. The duplicate was closed.
91920, 130928-000894, 130810-000164 – Agent responded yesterday; please answer the queries in your ticket. As for the other two, you need to resubmit in the new system, with our apologies for the inconvenience. Please find one of the emails from the old system and copy it into a new ticket. Thank you.

Once again, a reminder: Please continue to discuss matters in your original tickets and do not make duplicates. If you need additional help, you may update your ticket simply by sending a response to that existing ticket. Thank you.

Update: 21 November 2013

67364 – Resolved — Duplicate ticket resolved in #54038
69191 – Resolved. And I want to personally thank you for your honestly — that’s awesome!
73039 – Resolved
75263 – Resolved
76929 – Resolved
86262 – Resolved
77746 – Resolved
50328 – Resolved. Thanks for letting us know your friend found his ticket response in the Junk Mail or Spam folder.
64701, 64694, 78460 – Resolved
79137 – Agent just responded to ask a verification question.
86223- Duplicate of 79515. Agent responded yesterday to that ticket
14118 – The issue described in this ticket number does not match the description. It appears the issue in this GW2 ticket is resolved. If you submitted to NCSOFT, please follow up with them.
54549 – You requested the removal of e-mail authentication, but your account does not currently have it. Please update your ticket to better explain how we can help you.
89994, 87603 – Thanks for the info you sent. This ticket is undergoing account verification. The duplicate was closed.
91920, 130928-000894, 130810-000164 – Agent responded yesterday; please answer the queries in your ticket. As for the other two, you need to resubmit in the new system, with our apologies for the inconvenience. Please find one of the emails from the old system and copy it into a new ticket. Thank you.

Once again, a reminder: Please continue to discuss matters in your original tickets and do not make duplicates. If you need additional help, you may update your ticket simply by sending a response to that existing ticket. Thank you.

Glad this all sorted out well! (Thank you forum folks for helping out.)

Inti.6853:

if i happened to turn a secondary duplicate into an account bound item and then deleted it, will i still receive the email and therefore the gem refund?

If you were in contact with Support and working through the gem refund process, then did what you described, no problem. If you deleted without contacting Support first, please discuss with them.

Note: We ask that you contact Support before deleting items, so you’re sure to go through the gem refund process properly. If you’re not sure how this all works, CS will be happy to work with you!

Thank you for your helpful replies, everyone.

1. Why do this? We have this system configured to protect your account. If we prevent even just a few account thefts with this, I think it’s worthwhile. It’s not a huge inconvenience, and looking at the rampant issue of security across the Internet, I feel — we feel — this is a good course to take to protect your account.
2. The IP range will expand over time, it’s true. I was asked to validate again today (for my e-mail) and I’m happy to do it. It’s security after all, and security is key.
3. Changing the Account Name (username, log-in name, which is an e-mail address) on your account may be a viable course of action. With some ISPs blocking our mails, or putting them in odd places, folks aren’t necessarily getting our contacts and that’s a vicious cycle that we are not able to control. We’re working on the problem from our end, but the ISP owns responsibility for not getting your mails to you. Change is something you decide, but we’ll help you with this. Please remember: If you’re not getting our mails, or our support responses, and if you elect to change your Account Name, you should set up the new mail, then submit a new ticket. In that ticket, please include any previous ticket number(s) so we can tie everything together.

Please note: If you have an open ticket with any team, and if you do change your Account Name (user or log-in name), please be sure you check both e-mail accounts that are or were associated with your GW2 account. So say you were using Yahoo and switched to Gmail. CS can switch your account name if you desire, after you submit a ticket and the agent verifies your ownership of the account. But you should watch for e-mails on both accounts just in case one gets through on the old one.

(For instance, any forum issues that you’re discussing would get a response to the old e-mail account because your forum account won’t change to your new Account Name (for the game).

I’m getting a lot of “Please check on my ticket” requests via PM. Please, please read the topmost thread! Thank you kindly.

I just asked another player if he’d be kind enough to wait until tomorrow to update the ticket. We apologize that it’s taking this amount of time. If you don’t have your gem refund by end of day tomorrow, feel free to post in the Tickets for Review thread. Thanks for your patience!

IdoGutman.2306:

I am logging in from the same PC, and it’s linked to the same network, but everytime I log in it wants me to go to my email and authenticate my location. I only have the game three days and every time I logged in since i bought it, it wants me to do the same process. what can I do? does it have something to do with the server? (I noticed it said a different city in the location everytime i logged in, maybe because it’s linking me from a different server?) thanks in advance.

Some ISPs (Internet Service Providers) use a variety of IP addresses. I have one such provider, and sometimes I get a "You’re logging in from [name of city 60 miles away]. Well, because I know that I am the person who is attempting to log in, I know it’s ok to consider those notifications info only, not a warning of some serious wrongdoing. Meaning, due to the nature of the dynamic IP system, in my case I don’t need to contact them to say “Wait, someone’s hacking me!”

The same thing happens to me with my e-mail provider, with Facebook, with several other services. It’s a bit of a nuisance to get those messages, but because I know I’m the requester, and because they come near to my home or office, I recognize that it’s ok to ignore the e-mails or text messages as unnecessary notifications of what I am doing on my account.

I don’t want to suggest you should always ignore, and your ISP may be entirely less likely to have a broad range of IP addresses. But the story of the man in England who didn’t leave his home but who showed (legitimate) access points from England, Scotland, and Wales comes to mind. I call that one heck of a “dynamic IP address” but each of the accesses was the actual owner of the account.

enses.9538:

Hy, i managed to get my problems solved thanks to the support , really great team.The email wich was new , wasnt good so i had to change it at the end of day.Thank you

Was there a problem with the e-mail address? Or was your e-mail provider blocking our e-mails and you chose to use another one to get help?

I’m trying to figure out the depth of the problem with certain e-mail providers, so would appreciate the help.

Gandrik — I totally appreciate how frustrating this is for you! Our team definitely will help you with this situation, get that nasty hacker off your account (and your authenticator!), and help you regain your losses, if they are able to establish the details of an account compromise.

Bukamali.4837:

yes man.. support is change gw2 account mail … new
so i have virus program avast.. no have anything…

It appears that things will be ok now, is that correct? If Support is providing you with a new e-mail address to use as your log-in name — that is, using an alternate e-mail address from the one that was compromised — I believe you’ll be just fine.

Lilith Ajit.6173:

The message I get when trying to get a password (I’ve never had a support password):

Your email address has not yet been verified.
Submit your email address, and we’ll resend your welcome email containing the verification link.

So I submit my email address. I get no welcome email containing a verification link.

That enough info?

I’m sorry, what “support password” are you referring to? We don’t have support accounts any longer, you simply file a ticket by clicking “Support” above and then filling out a form, after which your conversation would take place via e-mail.

Are you trying to do a reset of your account password? (Sorry for my confusion!)

The team is catching up on these, but of course more come in as players realize this opportunity is available.

Ganebal — how about you wait until tomorrow, and if you haven’t been helped by that time, you can post in the Tickets for Review thread above?

Lilith — Thank you for this information. When you say “verification e-mail” are you speaking of a receipt? An authentication e-mail? It will help us troubleshoot — and believe me we are doing that! — if we know the exact type of e-mail you did not receive.

And MR, thanks for asking two relevant questions.

I am so sorry you’re having this problem! Please see this thread for more info: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

Please see this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

Updated 19 November 2013:

About Tickets and Not Getting A Response: Generally, if you don’t hear from us, creating another ticket will not help. However, if you’re not getting our responses, you might try contacting Support on a new ticket using a new e-mail provider — preferably not one on the list with known issues. If you do this, please include your previous ticket number(s).

EnemyCrusher.7324:

Huge.5891:

ArenaNet
To Me
Today at 6:13 PM

Your e-mail address has been changed. The next time you log in to your account, please use the new e-mail address.

To confirm this change, please click the link below.

link

If you didn’t request this change, please contact the Guild Wars Support Team immediately.

Need help or have questions about your Guild Wars account? Visit our support site: http://support.guildwars2.com/.

Sincerely,

The Guild Wars Support Team

I received this email 10 minutes ago. Edited to delete link.

This email is legit, but like it says, if you’re not the one that changed the email address, contact support immediately (and change your password) because it means someone is trying to steal your account.

Precisely. If you did not initiate a change of e-mail address, please contact Support. However, if you were informed about the possibility of receiving this e-mail from a proven representative of ArenaNet, please review that communication for more information.

Please be aware that we’ve received quite a few requests, so please be patient as you await a response. Thanks!

moonstarmac.4603:

I’ve found with yahoo that not only do I not receive an authentication email from outside locations I also get a ‘unable to authenticate’ error. I have submitted a ticket and hopefully the team can finally locate the source of the issue…my only question is does anyone know if the mobile authenticator is getting the same trouble?

Where is the “unable to authenticate” error taking place? On Yahoo? Or are you saying that you are not getting the auth e-mail and then, because you cannot authenticate to get into the game?

An account suspension or termination is made with cause. You can review the Rules of Conduct, the User Agreement, and the Naming Policy here for more information.

If you believe an agent has made an error, you should contact Support and the issue will be carefully reviewed. If the suspension or termination was not warranted, it will be reverted.