Guild Wars 2

Update: 19 November 2013

46226 Resolved
46822 Resolved
50209 Resolved
61568 Resolved
64666 Resolved
66314 Resolved
66769 Resolved
66791 Resolved
67288 Resolved
67628 Resolved
28444  Resolved
56101  Resolved
63003 & 59198 Resolved
64701, 64694, 78460 Resolved
69855, 74802 Resolved
79287  Resolved
49217 Resolved. (Duplicate of 46822.)
54038 & 67364 Compromise resolved. The restoration request was delayed due to the duplicate ticket and will be addressed as soon as possible.
73489 I referred this one to Tech Support.
38263 I’ve asked an agent to look at this today or tomorrow.
39321 I’ve asked an agent to look at this today or tomorrow.
71064 I’ve asked an agent to look at this today or tomorrow.
14118 I’ve asked an agent to look at this today or tomorrow.
75690, 9271, and many others  I’ve responded separately to this (within this thread).
49954 Team responded on 7 November. Please update this ticket. If the response was not received, please submit a NEW ticket from a different e-mail address and refer to the previous ticket number.
69191 Under review.
79137, 81871  Under review.
73039  Under review.
75263 Under review.
67368, 86531 You need to respond to the account ownership verification questions sent to you 13 November. If you did not receive that response, submit a new ticket from a different e-mail address referencing all previous ticket numbers.
85852 This thread is for issues that have not been resolved in 3 days or more. Please allow the team time to respond to your brand-new ticket.

Note: A lot of these tickets have been delayed because people are making multiple tickets. Please update your ticket and do not make a second ticket unless you are not getting our responses and need to contact us through an alternate e-mail account.

• 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.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours for things to progress before you ask for another review.

Update: 19 November 2013

46226 Resolved
46822 Resolved
50209 Resolved
61568 Resolved
64666 Resolved
66314 Resolved
66769 Resolved
66791 Resolved
67288 Resolved
67628 Resolved
28444  Resolved
56101  Resolved
63003 & 59198 Resolved
64701, 64694, 78460 Resolved
69855, 74802 Resolved
79287  Resolved
49217 Resolved. (Duplicate of 46822.)
54038 & 67364 Compromise resolved. The restoration request was delayed due to the duplicate ticket and will be addressed as soon as possible.
73489 I referred this one to Tech Support.
38263 I’ve asked an agent to look at this today or tomorrow.
39321 I’ve asked an agent to look at this today or tomorrow.
71064 I’ve asked an agent to look at this today or tomorrow.
14118 I’ve asked an agent to look at this today or tomorrow.
75690, 9271, and many others  I’ve responded separately to this (within this thread).
49954 Team responded on 7 November. Please update this ticket. If the response was not received, please submit a NEW ticket from a different e-mail address and refer to the previous ticket number.
69191 Under review.
79137, 81871  Under review.
73039  Under review.
75263 Under review.
67368, 86531 You need to respond to the account ownership verification questions sent to you 13 November. If you did not receive that response, submit a new ticket from a different e-mail address referencing all previous ticket numbers.
85852 This thread is for issues that have not been resolved in 3 days or more. Please allow the team time to respond to your brand-new ticket.

Note: A lot of these tickets have been delayed because people are making multiple tickets. Please update your ticket and do not make a second ticket unless you are not getting our responses and need to contact us through an alternate e-mail account.

SIN.3186:

Hello to all who read this and I appreciate anyone that may shed some light on my issue.

I have submitted a support ticket for my issue and did get a response that did not help my specific issue or answer my question. I do appreciate that the response was quick, but unfortunately not helpful, which brings me to here. Any help is most appreciated..

My problem is I unequipped the bone pick and the jack-in-the-box tool on my warrior named “Ultimate Damage” and deleted that character and remade him to switch races.

I didn’t realize that those tools were soul-bound and now they sit in my personal bank to which i can not remove them unless i delete them. moments later I learned of the change in those tools going to account bound.

My question is seeing as i can not pull those tools out of my bank without destroying them is my only choice to re-buy those tools???

If you have continuing questions about your ticket, please update the ticket and discuss with an agent. This is not something that can be answered by a forum member.

Please keep in mind, we don’t offer forum support for iPad systems. You’re welcome to use your iPad, but issues related to accessibility are not something with which we can help.

Berelious.3290:

Hi Gaile. 75690 and 9271 are ticket numbers for a player that is having issues with a password reset. His original ticket was sent in on Oct. 26.

This person has submitted a bunch of ticket; with all due respect, he needs to stop doing that. The original ticket is the only “live” ticket, and he was asked for account ownership verification information in 9271. He needs to respond to that request for information. (He also needs to stop submitting new tickets; they are unnecessary and impede our ability to help this player and everyone else.)

Please ask him to review the response in 9271 and answer the verification questions. If he is not getting our e-mails, then he needs to reach out to us via a different e-mail provider and refer to ALL his ticket numbers so we can close or merge the earlier ones and help him now.

Another ArenaNet employee got a phishing mail today. (I had three last week. ~rolls eyes~)

Please be keenly aware of in-bound, unsolicited e-mail and read the A Note about Phishing E-mails thread for details and tasty samples.

Bumping to make sure folks are aware of this issue.

I wanted to post to say that I have been asked to lead a class here at ArenaNet, and I’ve had to focus my attention on that over the last few days. Please do know that I will review this thread tomorrow and that I will get to each of the requests with an update as soon as I can!

By the way: If you requested a gem refund in relation to the change of infinite gathering tools from soulbound to account-bound status, you can count on us taking care of you, but the numbers of such requests are high. We’re delighted with the game update that fulfilled so many player requests, and we ask for just a bit more patience on this particular issue. I hate to say “The money is in the mail” but saying “The money soon will be in the mail” is spot on.

Yes, we have had a lot of requests. Gem refunds due to this change are being given priority, but we need to ask for a bit of extra patience. Thank you!

Cyan Hyperion.3479:

I just bought a second gw2 account.

Can I link the two accounts so that when I send items to the second account for storage that A-net does not think I’m selling items or something?

Or will it be safe to just have two separate accounts that sends items back and forth for storage?

There is no reason you cannot do this. We can’t link two GW2 accounts, but many players share between their accounts — it’s just fine.

I’m sorry that happened to you. We may be able to restore the account, as mentioned above. Update your ticket to inquire. Best of luck!

As you probably are aware, with the release of “The Nightmare Within” update on November 12, 2013, newly-purchased infinite gathering tools are now account bound. This is a great change, and one that was much-requested by our players.

Soulbound infinite gathering tools can be exchanged for account-bound versions through the Black Lion Weapons Specialists. These NPCs can be found near the Black Lion Traders in every city that hosts a Trading Post. For example, in Lion’s Arch the Black Lion Weapons Specialists are located on the second floor and can be reached by taking either stairway adjacent to the Black Lion Traders. Note: Be sure to un-equip any infinite gathering tools before speaking to a Black Lion Weapons Specialist because these items cannot be exchanged if they are equipped.

Now for those of you who purchased, say, four of the exact same item for the use of four different characters, we will be happy to give you a gem refund for any multiple items you have of a specific type. For instance, if you purchased three Molten Mining Picks to be used by three different characters, you should convert one of those picks to an account-bound item for use by any character on your account. Upon deletion of the second and third Molten Mining Pick, we will issue a gem refund for the additional Molten Mining Picks you no longer require. So again, the first of any specific infinite gather tool must be converted — we will refund gems only for duplicates of the duplicate named item.

If you would like to receive a gem refund for your extra soulbound infinite gathering tools of a certain type, please contact Support. Visit the “Support” tab at the top of this page, then choose “Submit a request” and choose “In-Game Issue.” Fill in the form, and in the section that says “Issue – No selection” select “In-Game Item” and then “Other.” Explain what items you currently possess and a support agent will guide you through the conversion and gem refund process.

Sayjimwoo.1652:

I created a ticket 3 days ago (request #69855) because I need to reset my password. Support responded immediately and I forwarded all my details as requested by support and then I was totally ignored for days. I created the second ticket (request #74802) and pasted all my previous emails into it. I received the usual automated response but nothing more.
It has now been 3 days since I have heard anything from support and I am locked out of my game. How long does it take them to reset my password? They either do that or they can issue me with a full refund. Why am
I being ignored?
I am using Gmail and all emails come through correctly.

This does not appear to be at all related to the topic at hand: e-mail receipt issues.

Please be patient and please do not make new tickets because that slows the process of responding to you. The team will get back to you as soon as possible.

Our payments team responded today. Please update the ticket if you still need help.

Thanks for your continued support of our game!

See above for instructions about reporting a player for any sort of harassment or offensive behavior directed towards you in the game. You can click the “report” button here on the forums if someone crosses the line.

Wreave and IC – Thanks for these insights. I’m following the discussion with interest. We don’t have much insight into Yahoo as users, so your experiences are of value to us in what works, what doesn’t work, etc.

Draygo.9473:

Yeah, it might not fully solve it but it should help. And of course it takes a while for mail servers to react to changes like this and you still have to fight your way off spamlists/blacklists.

I’m positive it will lead to the removal of the fraud flag from the Microsoft servers at minimum.

And that would be a very good thing and would help a lot of people get our mails.

Thanks again for the review and suggestion.

False positives are rare, but they do happen. Or, in some cases, there’s more to the story than is presented on a forum post. (Nothing personal, just sayin’ because we do see the occasional post that doesn’t exactly reflect the facts. In your case, I’m sure it’s just fine. )

Forum members can’t answer questions of this type. Support can. Any question about action taken on an account can be addressed by clicking “Support” at the top of this page, then “Submit a request” and filling out the form. The account holder needs to contact Support, not a friend or family member. And please only contact if there’s an issue, not to ask a “Will I get banned” question, because those are too generic to answer with 100% accuracy until a situation arises that prompts account actions.

Draygo.9473:

I noticed the SPF record for guildwars2.com was fixed today.

Mail sent from this IP address: 50.57.4.208
Mail from (Sender): guildwars2.com

Results – PASS sender SPF authorized

Good job getting that addressed. now hopefully the ISP’s will eventually refresh their DNS and start letting it through SPF validation.

test ticket header:
Received-SPF: pass (domain of guildwars2.com designates 50.57.4.210 as permitted sender)

To be honest, there is a difference of opinion about whether that change will fully solve the problem, but we’re hoping!!

If anyone is still having trouble receiving our e-mails, please indicate:

1. What type of mail are you expecting: Receipt? Support response? Authentication mail? Something else?
2. How long have you been waiting?
3. What tickets numbers, if any, are involved
4. What ISP (e-mail provider) do you use?
5. Have you contacted Support about the non-receipt? Did you hear back?
6. Have you tried contacting Support through an alternative e-mail account, referencing your original ticket number(s) ?

Thank you for any info you can provide!

DonCorleoneCS.3549:

A friend is having this exact same issue as flyVing.5341. He has not heard back from support in over 2 days and asked me to see if he can get some assistance here.

His support number is: Ticket#66311 and IGN: The Ultimate Broski.9832 Disabling account authentication would be extremely appreciated!

We cannot do this via a forum request, especially by proxy. And asking for a review is premature. Post in the Tickets for Review if he has not heard back in three days or more.

You’ve submitted a ticket and that’s good. Posting here (many times) to discuss the situation will not get you any closer to the information you seek, because only a support agent can review the account and determine what took place. And submitting a ticket and then posting repeatedly about an issue before Support has an opportunity to respond is inappropriate. This forum is not intended for immediate follow-ups, nor for expediting responses to tickets.

You may follow up if the ticket is at least three days old in the Tickets for Review thread above.

1. We do not close accounts for inactivity in either Guild Wars or Guild Wars 2.
2. Your account, if compromised, did not get compromised through our system.
3. Please discuss with Support, to get accurate answers.

When CS is not able to verify a report of “hacking” that generally is because someone has “hacked” by a friend or a family member at or close to his own location. It’s impossible for us know whether this “hacking” is a true account compromise or an issue involving account sharing, account resales, or the passing along a used account to a second person — all of which are prohibited by the User Agreement, of course.

Situations like the above lead to a lot of fraudulent behavior, like passing off items to someone else, pretending one is “hacked,” and then asking for an account restoration to attempt to gain a full second set of valuable items. (I am not suggesting you are doing this, but sharing the information in a general sense.) If we cannot verify the hack, and if we cannot remove the items from the economy by taking action against the hacker, then obviously, CS cannot and will not be involved in any sort of “item duping.” We have to draw a firm line about whom we can and cannot assist with issues of this sort.

So while we’re sorry we cannot help in some incidents where a player states s/he was hacked, there are limitations to our ability to resolve some of these reports — but fortunately this impacts very few players.

Ok, this is what I can say about this: One of our best agents went over your entire history with painstaking detail, and he notes that both accounts have been accessed, and both appear to be functioning properly. If that is not correct, please post in the Tickets for Review thread.

But beyond that, I am confused about the purpose of this thread. There has been an enormous amount of discussion/review/updates about this situation, on the forums, via PMs, etc., and I honestly am not sure what it is that you need at this point.

• An apology? Yes, you were given more than once, as you yourself said in this very thread.
• An admission that converting from one support system to another caused some glitches and impacted your situation? That absolutely is true, and again, we extend our apologies!

But is there more we can do for you? Or, with all due respect, are you just venting your frustration? Because I believe the latter is the case. Our of the need to focus on situations that require action and review, I think it best to close this thread. Not with penalty or negative remarks in your direction, and not out of meanness, but because with the correction of the issues related with your accounts — which were not sourced from us, thank goodness! — and with the apologies, I believe we need to wrap this up.

You may feel free to submit a negative survey, if that is how you feel about the situation. That’s why we offer them. But this has been a very time-consuming effort for you and, I beg you to understand, for us as well, and I believe it’s time to wrap it up. Thank you for understanding.

The process of ascertaining your eligibility for receiving a refund involves getting in touch with Support through a ticket. They can explain the details. I don’t believe that refunding gems for items that were deleted weeks or even months ago is not a likely part of this program, but the agent will be able to provide the exact specifications of the refund program.

flyVing.5341:

I recently went through a slew of hurdles due to my email account not receiving either authentication or support emails. I can make note of a couple things:

1. I was using Yahoo, I had flagged an authentication email as “not spam” which did indeed cause me to stop receiving those messages.
2. I submitted the issue and did get a response, I was told I would be bumped to a Senior Representative. After that, however, I stopped getting any emails from support as well.
3. I read this post and switch to gmail to submit again. It all worked out, and the agent apparently disabled authentication on my account so I could finally play again. If not for that, I doubt the problem would be fixed.

I know it isn’t much, but it is something at least, hope something in there helps!

Thank you for these tips — I am sure they will help others!!

jon.2913:

Thats the thing they didn’t give the account owner of either the actual account or the card holder any info.

They didn’t want exact details but reasoning on what the suspension was on… such as saying it was on a purchase or something.

the charges were not reversed. it was that his step mom began to recieve emails from that phishing email and out of panic she deleted the emails and put a hold on the card. It was a miscommunication but they immediately suspended his account and he can’t even contact customer support.

It’s one thing to suspend the account.

It’s another to completely remove any possibility for them to fix the situation and throw an account away.

I have them both at my home now and we’ll be emailing customer care to solve the issue and post the ticket here

Account closure is the outcome of doing a charge-back. A charge-back is the absolute LAST thing a customer should do, not the first. And blaming the company for protecting itself from fraud — which is a huge issue with any on-line business — is unfair and narrow-sighted. We did not cause the problem for which we are being blamed, and I can’t help but feel that I need to make that clear. If we are not clear in communicating, then I apologize for that and will review the case (if you follow instructions below.)

If your friend has submitted a ticket and has not gotten a response, have him check Junk, Spam, and Deleted Mails and also check my thread about Missing Mails for information about how various ISPs — not us, but e-mail providers — are causing problems with the receipt of our e-mails. Again, just like someone voluntarily doing charge-backs or someone else abusing our address to send phishing e-mails, this is not something over which we have control, but we will try to help.

Be aware that we will discuss an account — for privacy reasons — only with the account owner. If the mother purchased the account, then she will be the one who needs to contact support. If the tickets that already have been submitted are more than three days old, please post in the Tickets for Review thread above with every single ticket number involved. Please focus on the FIRST ticket for any subsequent discussion but provide all tickets numbers if you wish a review including the new number if you submit again. Remember, the account owner must submit the ticket. Thank you.

mtpelion.4562:

Rule #1 for using the internet:

NEVER CLICK LINKS IN EMAILS
(That’s in all caps because I am shouting it for emphasis.)

The only valid exception would be verification emails used during account creation that you are expecting to receive because the website you are creating the account on told you it would send you such an email.

All other links should always be treated as fake/phishing.

Excellent point. I might also make an exception for emails received within a minute or two of requesting authentication of a new computer or location, because you requested it and should know it’s legitimate. However, I’m a big fan of “scraping” the email and pasting it into an empty browser window, rather than clicking a link that may have a bunch of misdirects behind the innocent-seeming URL.

Brother Grimm.5176:

Having CC charges reversed (I’m guessing a BLOCKED CC would result in the same) is a HUGE deal breaker for on-line retailers.

You also need to understand that ANet will NOT discuss the case with anyone but the account owner.

Once a charge-back in enacted on a credit card, we are required to close the account. There are many ways to prevent this, and this family pre-emptively doing a charge-back was a very poor manner of dealing with this issue. Any on-line business that I knows about would react in the same way, because the actions taken resemble exactly those taken by those intending to defraud our company.

The account owner needs to contact support directly. It is with him, and only him, that we will discuss the details of this case. This is possible by clicking Support at the top of this page and then “Submit a request.” If a ticket has been filed, then the account owner must continue the discussion with support. If the matter has been closed in error — and I don’t imagine that is the care here, my instincts suggest this still is an open case — then the account owner may post here, or you may do so on his behalf. But posting here, in these circumstances, seems premature. A judgment of a “lack of professionalism” and statements that seem to blame us for phishing attempts are likewise misplaced.

If you believe we should be making people aware of phishing atempts, be assured we are:
https://forum-en.gw2archive.eu/forum/support/account/e-Mail-from-ArenaNet-Please-read-merged/first#post1807876
https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2556003 (offered in all four supported languages)

And we’ve posted announcements on our support pages, as well.

Are all these yours?

3778
31255
51701
51809

Are there more?

Your e-mail address is not exposed to others, so no worries there!

Please put the ticket number in this thread. Even if we’ve discussed the matter a dozen times, it saves me time and allows me to help more if I don’t have to search PMs and posts to find it. Thank you.

Aww, that’s sweet, Infamous Darkness! I’ll pass this along to the team!

I am so sorry that your friend is dealing with this.

Several ISPs have chosen to block our inbound e-mails, and we are trying to address that issue. I feel quite sure that this is what is happening to your friend because he also is not receiving our support ticket responses.

Since you submitted a ticket, someone will get to that very soon. In the meantime, this thread about missing e-mails might be of interest. Thank you for providing his ISP — I will pass that along to those investigating this whole issue.

Updated 11 November 2013

55942 Resolved
17427 Resolved
11290 and 31709 Resolved. (Also Ticket 24141. Account restored.)
31255  Resolved. Thanks for posting to say all was well!
49217 Also 46822 – under review. Please don’t make additional tickets. We’ll respond in 46822.
22378 I posted a long response, but the best answer may be for him to create a new email account that is not one of those that is having problems with our mails. See this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424
50209 Please allow another day for the agent to get back to you. If you don’t hear by tomorrow evening, update this thread. Thanks.
53356 Please allow another day for the agent to get back to you. If you don’t hear by tomorrow evening, update this thread. Thanks.
131016-002071 We created a new ticket – 57477 – and an agent has sent suggestions
47791 We’re looking into this.
38263 We’re looking into this.
130830-002812 Your friend needs to submit a new ticket using the Support button at the top of this page.

Updated 11 November 2013

55942 Resolved
17427 Resolved
11290 and 31709 Resolved. (Also Ticket 24141. Account restored.)
31255  Resolved. Thanks for posting to say all was well!
49217 Also 46822 – under review. Please don’t make additional tickets. We’ll respond in 46822.
22378 I posted a long response, but the best answer may be for him to create a new email account that is not one of those that is having problems with our mails. See this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424
50209 Please allow another day for the agent to get back to you. If you don’t hear by tomorrow evening, update this thread. Thanks.
53356 Please allow another day for the agent to get back to you. If you don’t hear by tomorrow evening, update this thread. Thanks.
131016-002071 We created a new ticket – 57477 – and an agent has sent suggestions
47791 We’re looking into this.
38263 We’re looking into this.
130830-002812 Your friend needs to submit a new ticket using the Support button at the top of this page.

I want to bump this, as people are still experiencing this issue. If you use any of the ISPs mentioned in the first post, consider getting in touch with a new ticket through a NEW ISP that is not routing our messages into the dustbin. We are working on this from our side, but the filters aren’t in our control, and we’re so sorry that some of you are not getting:

• Receipts for purchase
• Authentication e-mails
• Support responses

Again, please see the first post for info! And thank you for your continued patience.

(Draygo — I am very intrigued by what you provided and I have routed that for consideration. Thank you.)

Nick.6972:

Yeah, but how do I avoid being hacked again if I have no idea what got my account hacked since I’m always trying to take care of them.
What if I get hacked again and this time I can’t make another ticket.

You read the article I keep mentioning. You change your password. You never share your account. You use a password you use nowhere else. Etc.

Sorry for the delay. Darn weekend!

I feel sure we can take care of this. Let me get an agent to take a peek now. Thanks for your patience.

In the future, this issue will not be a factor for our players because the devs are going to make some changes to these particular items that will make them account bound instead of soulbound. We don’t have a timeframe for this change, but we’re really happy that it’s coming and I think it’ll be soon.

Berelious.3290:

I’m posting two ticket numbers, though both may be for the same person. Apparently they’re having trouble with e-mail authentication. 1) Request #22378 “Account authentication e-mail”
2) Request #37616 “Account authentication e-mail”

I am convinced that your friend is caught in a cycle where he submits a ticket but never gets a response. Here is what an agent wrote him:

Thanks for getting back to us.

It’s possible that you have placed us on a block/black list. Please check your webmail and/or email client settings to ensure that “ArenaNet noreply@guildwars2.com” isn’t blocked. If you have blocked a similar sender, I would suggest unblocking it as it’s possible that your provider is detecting incoming mail with similar domain and is blocking those as well.

I would also suggest accessing your email directly through the email provider’s web page, and not through a mail reader (such as Outlook or Thunderbird) or a mobile device (such as a smart phone or tablet) since these sometimes do not receive messages that have been flagged as spam. Double-check your spam folder to make sure the message isn’t in there.

You can also set up a filter or “safe sender” in your mail account to prevent our messages from being sent to spam. Please set up a filter for both of the following domains: @ncsoft.com and @guildwars2.com

If your email provider does not have a safe senders feature, adding these emails (support@ncsoft.com and noreply@guildwars2.com) to your contacts list may also prevent them from being blocked by spam filters.

Now, at this point, I’m wondering if he needs to disable authentication. This is not a step to take lightly, and obviously we’d need to verify ownership of the account and so forth, before undertaking that step. Would you kindly ask him if that’s the option he wants to take? If so, can he respond to this ticket — #12813 — or does he have nothing to which he can respond? If he can’t respond, then have him create a new ticket — something I very seldom recommend but this is an exception — and have him let the team know of his preferences. Ask that he please include the numbers of all his other tickets, too, as a partial form of verification and as a means for us to close all of them out as we help him.

If I need to relay info, will do so, but hopefully the tips in the email from the support agent will do the trick.

I can see that you’d like to make sure all is well, but on the other hand, we also are responsible for protecting an individual’s privacy. So answering questions about whether someone logged in, and whether s/he logged in from a common location, and about that individual’s activities, would not be appropriate information to provide.

I do agree with the advice given above: If you’re concerned that the person accessing the account is not the person you admitted to your guild, you should consider removing rights and sending a message to ask whomever is using the account to get in touch with you.

Inculpatus cedo.9234:

It was posted in another thread that the account was returned, and had the bonus of a level 80 Necromancer, which was appreciated. So, all is well! =)

Well, heck! NuttyLord, don’t make multiple posts — I can’t keep up!

This will be reviewed and the appropriate action will be taken. Don’t be discouraged, and continue to flag those messages and report them — for your benefit and the benefit of others, too.

Thanks.

We can help you with all that is mentioned above: Retrieving the account and getting it back to you, reviewing whether it’s eligible for an account restoration (if even needed), and fulfilling the restoration request, if made.

The team will respond as soon as they are able to do so.

It was not the first name block for this account, and that is why the name was flagged. There was another really offensive name about a year ago. And that name block, back then, was the warning that you’ve mentioned in your subject line. You indeed did have a warning about our Naming Policy at that time.

Now, I am well aware that the first word in the name isn’t considered offensive by a lot of people, myself included. But as I’ve said before, players cannot filter names, so we have a heightened sensitivity to what crosses the line. Some people are offended by what many would consider even a “mild” reference to a bodily function.

If this were the first instance, I’d probably go to bat to argue for removal of the suspension with the time served as sufficient indication of our policies, but it’s not possible for me to do that in these circumstances, with a previous warning already having been given.

Nick — again, from what I can see in the ticket, your account was hacked and used to advertise gold sales. The email that you received from Support provided you with new log-in information and links to our article about Security. It did not specifically tell you “Hey, your account was compromised” and I believe you should have been given this info, so I’m talking to one of the leads to get the info out to agents.

Why you received a Heroic Chest I cannot say — there are no notes that indicate that one was sent to you intentionally, so I have to wonder if its transmittal was a glitch. I am checking on that.

In the meantime, please be careful with your account and read the security article in the link you were sent.

Nick.6972:

Have been Guild Wars player since 2007, and have spent thousands of hours in GW1 and hundreds of hours in GW2. I’ve never received any ban or account suspension, ever.
I’ve always played by the rules.

Now 2 days ago, I got falsely accused and got permanently banned for being a Gold Seller.

I filled the support ticket, giving all information requested and updated it additionally 4 times with more information to help the people at customer service see that I have not taken part in any gold selling. (Ticket #54419).

Today, my account gets un-banned, no explanation given whatsoever, no reply from the customer service, why was I banned, why did this happen, who made this mistake, my account was simply unlocked again.
However upon making the ticket I specifically requested an explanation – I want to know who made this mistake? Arena Net, you claim that system is not automated, however, I find it hard to believe.

What’s even more ridiculous, upon the log in, I received Heroic Chest via PM from Arena Net saying “Thanks for playing GW2.”
Thank you, but that’s not what I want, I want to know which of my actions while playing the game triggered the ban.

Actually, there wasn’t any sort of “false accusation” here. The account was being used to advertise gold. The fact is, your account was hacked and then returned to you in response to your support thread. I’m sorry if that was not clear to you. The account was used — during the time it was used by the hacker — to advertise a gold-selling site.

Please read through the security article — I’m sure it will help you ensure the security of your account moving forward.

As to why you were given a heroic chest, I cannot say why that happened. I am investigating, but I think you should simply consider it a gift and feel free to use the contents if you see fit. Otherwise, you may delete the chest or its contents.

Nick.6972:

Gaile, about 3 days I got banned for being a GOLD seller, and was unbanned about 35 hours later, however, upon logging in, I received Heroic Chest via PM from Arena Net.
Is this intended or was it a system bug?

[ Thread https://forum-en.gw2archive.eu/forum/support/account/Personal-Experience-With-False-Accusations/first#post3180951 ]

I will respond in that thread.

These two forum members have shared some very wise answers. We simply cannot reveal what our bot detection methods are — even in cases of errors — because that is all that botters need to build ‘work-arounds’ to cheat. If we say “We use A, B, and C,” then those coding cheat programs will avoid A, B, and C, and come up with a whole new way to cheat, which in the end harms all players with game inflation and the devaluing of what you legitimately acquire.

We are sorry for false positives, and use them to try to amend our detection systems to avoid unintended and undeserved suspensions or account terminations.

The agent responded accurately. We cannot generate and send you items that you sold in error. That’s why there’s a confirmation system in place, to ask you to be sure you’re doing exactly as you intend. Players click “yes” and “yes” without a second thought. I know, I’ve done it, too.

In the end, it’s our responsibility as players to make sure we’re taking the actions we intend in the game, and that is why the agent responded as he or she did.