Guild Wars 2

Naked Wolf.2136:

I have not play guild war2 for half year. I just find my password out. Then I logged in and i find out 3 characters of my account were gone. How do i deal with it ?

Please visit the Support link at the top of this page, and then click “Submit a request” for assistance. Choose “Account Issue” and then go through the process of outlining your account compromise incident. I feel sure the team can help you!

mercury ranique.2170:

If you are hacked you can also request an account reroll. This is only done once in a lifetime. You need to have been online after december 2012,

I need to dispel some misinformation here:

There is no cut-off date or specific “available after” timeframe for Guild Wars 2 account restorations. Snapshots vary from account to account, based mostly on frequency of activity. Player eligibility is reviewed individually. But a player is in no way required to have been in the game after December 2012 to obtain an account restoration.

We restore accounts to an access date before December 2012, and will continue to do so in the future.

This is your third suggestive or offensive name, and as such, you were given a three-day suspension. When you are able to rejoin the game, you will be asked to rename the character in question.

I understand that you do not feel that there is a sexually suggestive tone to the name. We disagree. Rename, avoid references to sexual activity and body parts (as you have used in the past), and you’ll be fine.

Hi, Heep,

What email provider are you using? Are you still missing this mail? And did you submit a ticket? If so, may I have the ticket number?

Thanks for your help.

Update: 8 November 2013

1562 Resolved
20777 Resolved
22905 Resolved
25787 Resolved
21401  Resolved
23945  Resolved
25812  Resolved
28444  Resolved
31595  Resolved
44422  Resolved
31946 Resolved
34318  Resolved
31255  Resolved
23224 Resolved — thanks for letting us know; it was nice of you to post!
14686 Resolved. Your understanding of the Naming Policy is is error. Unlike offensive names, which we act upon immediately, because the (inoffensive) names you’ve reported may also belong to others, we generally take action only upon contact from someone who legitimately owns the name.
25944 Question answered on 11/6
2191 Questions were sent to verify this account on 26 October. Could your boyfriend please respond?
22378  Also 22378 and 37616. I’ve asked an agent to review and respond.
17427 Checking into this for you.
11290  Followed up in 31709. You updated on 1 November. I will check to see why this restoration was not done or if it was, why you did not hear back.
27094 I reviewed the request and feel that our Community Team may best be equipped to answer you, so I’ve asked them to respond. Thank you for your patience!
131016-002071 I’ve asked an agent to port your info to a new ticket, and we’ll continue to help you there.
52243 I’ve requested a review.
44813 I’ve requested a review. This was active today, but I know you still need assistance.

Notes:

• 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: 8 November 2013

1562 Resolved
20777 Resolved
22905 Resolved
25787 Resolved
21401  Resolved
23945  Resolved
25812  Resolved
28444  Resolved
31595  Resolved
44422  Resolved
31946 Resolved
34318  Resolved
31255  Resolved
23224 Resolved — thanks for letting us know; it was nice of you to post!
14686 Resolved. Your understanding of the Naming Policy is is error. Unlike offensive names, which we act upon immediately, because the (inoffensive) names you’ve reported may also belong to others, we generally take action only upon contact from someone who legitimately owns the name.
25944 Question answered on 11/6
2191 Questions were sent to verify this account on 26 October. Could your boyfriend please respond?
22378  Also 12813 and 37616. I’ am concerned that our responses are not reaching this player. Can he create a new ticket and provide a different email address?
17427 Checking into this for you.
11290  Followed up in 31709. You updated on 1 November. I will check to see why this restoration was not done or if it was, why you did not hear back.
27094 I reviewed the request and feel that our Community Team may best be equipped to answer you, so I’ve asked them to respond. Thank you for your patience!
131016-002071 I’ve asked an agent to port your info to a new ticket, and we’ll continue to help you there.
52243 I’ve requested a review.
44813 I’ve requested a review. This was active today, but I know you still need assistance.

Hmmm… I don’t know enough about this to make a substantive comment, but I believe this is your ticket number: 52243. If that is so, I can ask someone to take a look. Generally, we ask that someone wait three days to allow an issue to be resolved, but it appears that this may be considered “resolved” on our end, with the explanation given.

I know that we cannot give too much information on issues of this type, because it’s really a security issue. But I’ll see if I can find out more. I’ll reopen this thread when I have more info.

Clearly, no one on the forum is going to be able to answer your questions. You’re asking a question about your personal account, and those are addressed via tickets, unless there’s a delay in which case you can post in the Tickets for Review thread above. Even in those cases, it’s rare for anyone to be able to answer you officially — that’s why we have the ticket system and why we have all these agents waiting to help players!

You’ve submitted a ticket and thank you for doing so. Be assured it will be reviewed and responded to as quickly as possible.

Please go to the top of this page, and click “Support.” Then, when the page opens, choose “Submit a request” in the upper right of that page. When the new page opens, under “Submit a Request” choose “Account Issue.” On the new page, open the drop-down option menu under section called “Issue.” From there, choose “Account Management” and when it expands to the right, choose “Changing an Account E-mail.”

I know all these words might make it look complicated, but it’s not once you get into the pages. And remember: If you do not have all the information requested, we do not require all that information, so provide as much as you can and the team should be able to assist you.

Carnage Visors.7420:

Believe it or not, I’m still trying to resolve my issue. Gaille, you are correct, and that is the problem. They reply with requests for more information or they reply with a link to the old support system, which now redirects to a page where you can’t log in and follow their directions. Then, when you reply back to either possibility, they treat that as a new ticket. Hence, the original problem never gets resolved.

I have restarted my process from scratch, and the results have been the same. Once, I even received a customer support survey as a response.

Oh you poor thing! Ok, what ticket numbers can I refer to the team? And if you are NOT getting our responses, do you possibly have an alternative email address you could use?

I will call attention to the “routing to the old system” note that you made. You’re right, that’s just not going to help, and I appreciate your pointing that out.

In the meantime, please post up some ticket numbers so we can help you! I have these — are they still relevant? (request #3778) [Incident: 131026-000698] What is the new one?

Thanks.

Tovey.1283:

Summary -

Support: Hello, we’re here to help, please confirm you want this fix done.
Me: Yes, please do this now.
Support: OK, just update your ticket then, BYE! (Link provided to ticket)
Me: (1 hour later) Hey wait! You ticket system is broken, your link provided does not work.
Me: (3 hours later)Hello? Can you please confirm you got my last message?
Me: (4 hours later) Uh.. hello? I can’t update the ticket, so can you please reply to me?
Me: (24 hours later) Hello?

It has now been 24 hours with NO reply from your support or help, should I make a new ticket to get my old ticket done? I assume you’ve marked this as ‘Done’ or something.

1) What am I supposed to do?

2) Request #25787, Submitted 4 or 5 days ago, coming onto 6 now.

I am so sorry! If you’ve read the thread linked above, you know we’re aware of issues with emails, and this is a nuisance for you and for us!

Do you have an alternative email address? As you can see, Yahoo is the biggest offender, and I’m not sure if you’re using Yahoo, but if you could provide an alternative, that might help. In the meantime, I’m flagging this for attention with, again, you apologies for the delays!

The very best way to report is through the in-game system. The reason is that agents monitor that live, 24/7/365, and that means that your report will be noted and reviewed very quickly.

Having said that, if you find that the harassment continues — please allow a day for things to sort out — then you are welcome to submit a ticket. Click “Support” at the top of this page, and the “Submit a request” in the upper right. Please be prepared to supply the exact spelling of the character involved, your character name, the date, time and location with timezone, and a general idea of what took place. Screenshots are not necessary — if you give us the details above and agent will review game logs.

I really think that you’ll want to contact Support. I’m sorry there isn’t an easier means to do this right now, but I want you to get the help you need as quickly as possible, so a ticket (click “Support” above and then “Submit a request” to get in touch.

Thank you.

Thanks for keeping this close, guys. I am sure that it’s helpful in explaining why I may not be able to respond to PMs.

There are cases where I get PMs by request. Right now I have a few with headers from rejected e-mails that will help us get that situation resolved. A few contain a friendly note, which is fine. But most of the PMs are folks asking for extra or expedited help, and I need to keep those on the front page here because an answer for one can be an answer that helps many.

Thank you for providing us additional info. Others experiencing this frustrating “I’m not getting your mails” situation: Please post your ticket number. We’re working on this!

Thanks.

Draygo.9473:

OK

I just sent an email to the ticketing system (#49608 you can close it) and checked the header of the return email:

Received-SPF: softfail (transitioning domain of guildwars2.com does not designate 50.57.4.208 as permitted sender)

The support emails are still failing the SPF check. This should get resolved and should help clear up a lot of the fraud flags!

Whoever is in charge of setting up the SPF record for guildwars2.com needs to correct it to allow those servers to send mail on behalf of guildwars2.com.

BTW, this is very helpful, as are the full headers that folks are getting me.

treemendous.6591:

Thank you so much for the quick reply! I have submitted a request for support and I hope that the problem can be resolved soon. Thank you again for being so helpful.

Any time. And again, thanks for your support!

Arie.6941:

Hello,
I would like to thank to gw2 support-team for open back my account (Arie.4203). Now i can play again.

Thanks GW2 support-team, thanks Gaile.
Sorry for my bad english.

I’m really happy we could help you, Arie! Welcome back to the game.

Updating, because this is something we’re keenly sensitive about: I’d like to know the ticket number so we can review this. I believe there may well be something we can do about this to help you. I’m not sure yet, but I can’t help but think we definitely want to give this a look.

So may I have your ticket number?

Thanks.

You have submitted a ticket to ask about this, and that’s good. There’s really no point in posting at this time; the team will answer you as quickly as possible.

The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.

If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Hi Kersya,

For security purposes, and to ensure that things are handled in the best and quickest manner possible, you’ve done the correct thing in submitting a ticket to our support team. They will get back to you as soon as possible!

You want to buy gems. We want you to guy gems. (And thank you for trying!) I think the best way to address this is to ask you to submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team will be able to assist you.

For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Grass Maw.6183:

I see fair enough, well may i ask to change it the name again, i was not aware that it was being reported nor was i alerted until just now. I put a name very similar to the first one, not knowing what was happening. I would like to avoid getting banned or suspended and change it to something different now that I know what is going on.

Sure, I’ll let the GM know that you unintentionally reused a variant of the name and that you should not be “dinged” for that.

Update: Our agent flagged the new name, but no penalties in place. Thanks for letting us know so we can address this is the most friendly manner possible.

About the reset: Tell me more. You say that some of your characters got a reset of their WvW ability points. And one of them did not. There is no mechanism in the game to reset WvW ability points in any way. Way back on June 11th we made some changes to the way some abilities worked and we gave everyone a reset at that time, as shown in the update notes for June 11: https://forum-en.gw2archive.eu/forum/info/updates/Game-Update-Notes-June-11th-2013

So please tell me more about what you mean when you say your other chars got this reset… when was this? And was your thief in existence at that time?

There were concerns about your name. Actually, coincidental to your questions, the name itself was reported, so the display and character names were flagged for changing. Agents change the display name and flagged the characters so that you can rename them. You should not be tagged for a suspension, but simply asked to choose a different name. (To predict your question, I’ve seen names similar to yours in other games, but it’s not a name that we allow in GW2, following our Naming Policy.)

More to follow

We can change your Account Name, which is the e-mail address associated with your account. Given the problems with some ISPs blocking our inbound e-mails, I can imagine that more than a few players will be changing to a different Account Name. Just submit a ticket and we’ll take care of it.

However, what I think you’re asking about is your Display Name and that is not something that we can change except in cases that pose a security risk. For instance, if someone inadvertently uses his/her first and last name as the Display Name — that would be risky in a security sense and we would change it. Changing from one secure name to another isn’t an option we offer at this time and may be something we do not offer in the future, in order to maintain accountability over an player’s involvement in the game.

This is a security feature that prevents a shady customer from disabling security and then stealing your account. We’re happy to help! Please submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

I think you did a wise thing in contacting Yahoo to tell them what is taking place and the outcome of their filtering. I just got off the phone from talking to someone who also was experiencing this issue. He reinstalled two games and both games are inaccessible to him because Yahoo is blocking his in-bound authentication or receipt emails. (One game is not ArenaNet or NCSOFT, so again, this is a broad issue with the ISP and not the sender.)

I am working with our team, but my feeling is that this truly is not something that we can address, when they are blocking your mails. And most importantly, from what playlers tell me, some ISPs are blocking mails without sending them to Spam or Junk, so you cannot even search and find them and move them to active.

Found it. Thank you, and we’re investigating.

If you submitted a ticket, can you please provide me with the five-digit ticket number?

Ok, we checked and the item is indeed Soulbound. Again, I apologize for our misunderstanding of the bound-ed-ness of the item — our team was a little confused about some discussions about these particular items.

The items were account bound and then soulbound on equipping them on a character. Before the item becomes soulbound, a player is given a clear warning that the decision is permanent. Give those circumstances, the agent responded properly in telling you that he or she could not move the item to another character.

I was told this is the only Infinite Harvesting Tool that is account bound and not soul bound. You certain that it is indeed Soulbound?

Don’t worry — one of my team is checking this now. I’m sorry for any confusion about this; we really expected this one to be account bound!

I believe this item is account bound and not soulbound. Can you please check?

Submit a ticket and discuss with Support, please.

This account is active in the game as of today. The account was flagged as a hacked account in mid-October, and through an appeal it was returned to the rightful owner. .If the rightful owner is you — and if you can prove that to the satisfaction of the support team — you’re welcome to contact the team to discuss this matter. However, be aware that whomever is playing on the account today was able to establish ownership, so we feel at this point that all is correct with this account.

Lance — May I have your 5-digit ticket number?

Please submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

To submit a ticket, visit the Support link above and then click “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Astral Projections.7320:

Hxcgeminix.2501:

Yeah I use yahoo as well, and after clicking “not spam”, I no longer receive the authentication mails. Only option is the remove the authentication, until the problem is fixed.

Another option is to contact support and change the email to one that’s not having this problem. That way you can keep the authentication, which is a powerful tool to block hackers.

This IS an option, if someone’s email provider is having problems sorting our mails into the Junk bin, or is blocking mails from someone you’ve intentionally flagged as “Not junk.”

I will forward this to our team to inquire about an update on this situation. I agree that disabling authentication is not an optimal choice, and that you should not have to do that to play the game. On the other hand, we cannot control how ISPs handle their mails, and can only work with them to try to resolve whatever problems they’re having on their end.

No worries. Please submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

shocking.3269:

Thanks guys. Tried what you said and it worked. Now on Blackgate and have only lost my soulbound quest rewards.

Glad this sorted out for you. Welcome to the game!

Umrae — I have no idea why you were blocked, and you should not have been. The character was uncensored but the suspension was not lifted, for which I apologize.

You should be good to go now and again, I’m sorry for this mistake and thank you for bringing it to our attention. (I also responded to your ticket, just to tidy things up completely. )

Responded today and it appears your account has been reset by Support and you should be good to go!

We don’t randomly block accounts, because we do understand that people move, take vacations, visit family in a distant location, get deployed, etc. If an account is blocked it’s for activity related to the account, such as advertising gold sales, delivering gold, cheating, etc.

You might have been flagged in error for a disallowed activity, but as you learned, we will review and reinstate, when that is merited.

If you add authentication — and that’s always a good idea — you can approve or disapprove access through email or your smart phone from any location, and there should be no issues whatsoever with playing from wherever you are deployed or stationed.

Umrae — thanks for your detective work. I see that this answered AnAspieKitten’s question, and they will be able to sort out the decision of which server to choose between the two guild members.

This is a common error, and I’m sorry that your “join-up” experience was delayed by the confusion. I’ve just sent an email to our entire production team to see if we can tweak our log-in page to make it clear it’s an e-mail address we’re seeking, and not the Display Name we also ask you to create. It may be very difficult and unproductive to make an interface change of this nature, but I thought I’d ask, just to check.

Tovey.1283:

I’ve sent 6 e-mails over the past 2 hours, evidently, they cannot be bothered to contact me back.

(1) Please do not send a bunch of emails to Support. Every mail you send takes time to review, and I assure you, the first and only email sent will be attended to. In the meantime, the flood of mails slows our ability to help others.

(2) What is your ticket number and when did you submit the first contact?

Glad to hear all is well. We appreciate that you updated the thread and are grateful for your support of our Gem Store!

Hey Account Support Forum Friends!

If just one of you could kindly bump this thread daily, we can keep it on the front page and keep a lot more people informed about those nasty phishing emails.

I’m bumping now, and if one of you guys can keep an eye on this and once in a while bump — if needed — to get it on the front page, that would be good.

NOTE: This is a singular exception to the “no bumping thread” rule and is a super special offer for this thread only at this point. We’ll give it a go and see if this helps people better understand those @#*(%& phishing tries.

Inculpatus cedo.9234:

Gaile Gray.6029:

Inculpatus cedo.9234:

I find Yahoo mail puts the emails from guildwar2@ncsoft.com in the spam folder,now, as well. I used to get the newsletter delivered to my in-box with no problems. Now, it’s considered spam. I have never received any phishing emails, so that’s not the reason.

Question for you, as I’m trying to track this issue: Have you received any phishing emails which you flagged as “spam?” One theory is that since the ISP cannot determine which emails using our address are legitimate as opposed to fake, once someone flags any email from us, or from someone pretending to be us, then all subsequent mails are flagged as spam.

No, as I said in the original post, I have never received a phishing email, nor do I use my mail email address as my game account email address. Never received even one piece of any kind of mail to that address, as it was specifically created for the GW2 game account.

Thanks for the info.

KrazyKat.6314:

Hello. I need ticket #11290 looked at. I sent an email reply authorizing the action but I don’t think it reached Guild Wars 2 support.

Because I didn’t think it went through, 4 days later I submitted ticket #24141 through the Guild Wars 2 support website to follow-up on the previous ticket. I got a response back from #24141 but it was not the resolution that I wanted for ticket #11290.

Thank you!

The second ticket was responded to about 2 hours ago.

Please update the ticket in which you got the response to continue the discussion. Obviously you are getting responses, so please update and communicate with the agent assigned to your ticket.