Guild Wars 2

Updated: 1 November 2013

9845  - Resolved
18497 - Resolved
3287 - Resolved
15906, Duplicate of 15113 - Resolved
1301  - Resolved
4797 - Resolved
1171 - Resolved
9880  - Resolved
23477 - Resolved
14479 - Resolved. (I answered the question just now—he was not charged for the initial purchase attempt.) This is a duplicate of 8732. Please ask your friends to not make duplicate tickets.
21054 - Resolved. Duplicate of 16229, 8677 , and 8464. Please ask your friends to not make duplicate tickets.
13301  - Resolved. Duplicate of 16958. Please do not make duplicate tickets.
6807 - An agent sent questions a week ago and you need to respond.
131023-000981 Created a new ticket, 31392. Please respond to that ticket.
4289 - Response sent Sunday; we’re awaiting your permission to proceed but your note you did respond. Please try again — there is no response in the ticket.
6923  - Response sent Sunday; we’re awaiting your permission to proceed but you note you did respond. Please try again — there is no response in the ticket.
906 Response was sent 24 October. Please supply the requested game logs.
1562 - The system indicates that this ticket does not exist. Can you please check the number?

Updated: 1 November 2013

9845  - Resolved
18497 - Resolved
3287 - Resolved
15906, Duplicate of 15113 - Resolved
1301  - Resolved
4797 - Resolved
1171 - Resolved
9880  - Resolved
23477 - Resolved
14479 - Resolved. (I answered the question just now—he was not charged for the initial purchase attempt.) This is a duplicate of 8732. Please ask your friends to not make duplicate tickets.
21054 - Resolved. Duplicate of 16229, 8677 , and 8464. Please ask your friends to not make duplicate tickets.
13301  - Resolved. Duplicate of 16958. Please do not make duplicate tickets.
6807 - An agent sent questions a week ago and you need to respond.
131023-000981 Created a new ticket, 31392. Please respond to that ticket.
4289 - Response sent Sunday; we’re awaiting your permission to proceed but your note you did respond. Please try again — there is no response in the ticket.
6923  - Response sent Sunday; we’re awaiting your permission to proceed but you note you did respond. Please try again — there is no response in the ticket.
906 Response was sent 24 October. Please supply the requested game logs.
1562 - The system indicates that this ticket does not exist. Can you please check the number?

Jayne.9251:

Love you Gaile! Thank you!

Glad it sorted out, Jayne! Thanks for the update.

bVCvnByucuGfvRwExzjsrgTgRUt.5613:

My situation was:
- Using OSX Mavericks
- successful login on the website
- Never logged in succesfully in the game
- Always got error 11:1001:2:1270 (right bottom corner)

I used a password manager and copy/pasted the password. The copy/paste does not work, I got way too many asterixes * in the password box.
Then I decided to type my very long password by hand ==> Success!

Thanks for posting. This could help people

JustTrogdor.7892:

I must say that is one heck of a username you have.

Yes, I was thinking the same. And if that were every needed, (say, for an account dispute) well… I suggest a handy notepad file to contain that Account Name.

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.

Oizon.8047:

I was refunded a few items and i was glad about the quick response, but the items i was sent through the mail do not match the originals

Should i submit another support ticket and what should i do with the items? Destroy them or keep them in the bank untill further notice

Please simply update your existing ticket and ask about this situation.

Please contact Support and point out this is an account or log-in issue. (It is NOT a technical support issue, so please do not chose that option when you submit a ticket.)

Please note this thread for information about “Phishing” Attempts: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388. In short, the “Will be Shut Down Inform” is not from us, and it not in any way legitimate. Please delete immediately.

Update 31 October 2013

131020-000610 Resolved
131022-000166 Resolved
131023-000981 Response sent on October 28. Please review and update the ticket or create a NEW ticket and reference the previous discussion.
131025-000129 Resolved
5927 Resolved. Explanation provided a couple of days ago here on the forums.
906 We did not get the documents requested. Please update the ticket to discuss with an agent
7306 We need to find a way for you to get those files to us. I am asking a lead to take a look at your ticket.
15906 Under review. Please do not make duplicate tickets.
18497 Under review; your friend should hear soon.
131006-000046 Account closed for use of a third-party program.
131007-001157 Final answer provided 21 October.
131012-000946 Response sent yesterday and I believe the team will get to this very soon. New ticket number 22808. Please post again on Monday if there’s no movement, and I am so sorry for the length of time this is taking!
131014-000836 We have not received sufficient information to establish that you own this account. Perhaps your responses are not getting through. Due to the change in support systems, please make a NEW ticket and continue the discussion.
131027-000471 Still under review.

I will review more as soon as possible.

Update 31 October 2013

131020-000610 Resolved
131022-000166 Resolved
131023-000981 Response sent on October 28. Please review and update the ticket or create a NEW ticket and reference the previous discussion.
131025-000129 Resolved
5927 Resolved. Explanation provided a couple of days ago here on the forums.
906 We did not get the documents requested. Please update the ticket to discuss with an agent
7306 We need to find a way for you to get those files to us. I am asking a lead to take a look at your ticket.
15906 Under review. Please do not make duplicate tickets.
18497 Under review; your friend should hear soon.
131006-000046 Account closed for use of a third-party program.
131007-001157 Final answer provided 21 October.
131012-000946 Response sent yesterday and I believe the team will get to this very soon. New ticket number 22808. Please post again on Monday if there’s no movement, and I am so sorry for the length of time this is taking!
131014-000836 We have not received sufficient information to establish that you own this account. Perhaps your responses are not getting through. Due to the change in support systems, please make a NEW ticket and continue the discussion.
131027-000471 Still under review.

I will review more as soon as possible.

You have been trying for more than a week to use obviously-disallowed words (or alleged “creative spelling” for words) for your character names. The first name block was your warning. Looks like you’ve had a total of five offensive names over the course of the week. We’ve lifted the suspension more than once, which is extraordinary in and of itself.

This time, the suspension will remain in place. In the future, please… choose wisely.

Oh I just thought of this: Some of our authorized retailers sell gift card. They may have a system where they say “A gift has been purchased for you” and while he would not receive the physical card today, he would then receive notification.

What you can do is buy gems, change them to gold, and then send him the gold via the in-game mail system. There is no way to gift gems directly. You also could purchase a nice item for him (one that is NOT account or soul-bound, of course ) and send that to him.

Snake.8306:

Besides the obvious I have been trying for 5 days to recover my old guild wars account to link it to my new Guild Wars 2. I have submit over 4 tickets trying to reset the password but I have had no success as the emails are not showing up in my email folder, and yes, I have checked my spam folder. This is incredibly aggravating as for something that’s so little to have so much effort to be dumped in to try to get the issue resolved. No offense but your customer support is by far one of the worst ones I have contacted as most issues is only handled through e-mail. Which means waiting hours for a response when in all, it shouldn’t even take half that. So if there is a moderator or someone that can help me recover and link my Guild Wars account please do.

I cannot assist you through the forums, but I can say that Comcast seems to be blocking some of our mails. I suggest you give me your ticket numbers and I’ll ask an agent to take a look at them. Please do not make additional tickets, that only slows the process.

Arunpal.3862:

Hey everyone I pre-purchased Guild Wars 2 digital deluxe edition last year. I was looking at a copy of Guild Wars 2 for a friend to buy, when I go on to the deluxe edition I see that new content has been added to it such as a suit of legacy armor ankittenhril box. Also I see that in the Gem store I have the ability to upgrade to the deluxe edition when before it used to say I had already purchased it. Now to me this seems slightly unfair as I paid £64.99 for my Deluxe edition and now I don’t have it technically because they added more stuff into the deluxe edition and selling at a lower price of £49.99. All want is for arenanet to give the new items of the deluxe edition to the people who bought it before the new items came out on this edition. If there is a way for us to get these items and I have just gone off on one for no reason can you tell me how please.

Thanks in advance

Arun

According to our Marketing Team, the items you mention are from the Heroic Edition, not the Digital Deluxe Edition. The items are given to those who activated a new game account starting around the end of August and on into the future. Please keep in mind that with any developer, offerings and prices change over the life of a game. Just as your local department store doesn’t give this week’s bonus B1G1F offer to someone who purchased the a pair of shoes six months or a year ago, we’re not giving the new items to those who have had the pleasure of playing the game for the last many months.

However, I’d like to say more about the Heroic Edition items: all these items are available in the game. For those who have played for a while, it’s likely they already would have acquired the items or would find that they no longer are relevant.

I update the first post in this thread with information we have, as of today. Please give it a read, as there are a couple of questions you might be able to help us with, and an action item for those of you who are not getting answers to your support tickets.

Thanks!

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.

Here’s more information on this situation:

• Yahoo seems to be sending our mails to “Spam”
• Hotmail is flagging them as “fraud.”
• Gmail is sending them to a lower-priority “tab” instead of putting them in your main in-box.
• Comcast appears to be having issues, too.

And from what I’m reading, this can happen to:

• Purchase receipts (which means brand new players can’t get into the game! ~grrrr!~
• Authentication mails
• Support responses

The fact that third parties — e-mail providers — are blocking our incoming mails is pretty much out of our hands, and that’s a major source of irritation for both you and us!

ArenaNet folks are working with our e-mail sender hoping to learn a way to reduce the likelihood our communications will be rejected.

One person reported that marking an email in the spam folder as “Not spam” caused it to disappear and he then was not able to get any of our mails, even in the spam folder. That’s just one incident, and maybe it was unique to that player, but dang!

Thanks for sending the info, BOATG.

Major Armstrong, as I mentioned, the header is usually dozens of lines long. Please see the link above (the Yahoo article link) for instructions.

Thank you!

This is VERY helpful information, Viraldi, and I thank you for posting this.

Actually, that is such great advice, I’m considering adding it to all the responses that we send on this subject. If copy pasta worked for you, it could work for others and might reduce the headaches of “It’s not working… again!?” (And yes, sometimes I say that out loud to my computer. Come on, we all do that! )

Anyway, thanks again!

Gem cards are an option for many players. They are widely available at local retailers.

In addition, you might submit a new ticket (since you wrote in during the conversion period) and reference your previous ticket (include all the text, please, and the 12-digit ticket number) so the team can review the issue and perhaps make some suggestions on how to make things work for you.

Thanks for asking!

Good idea to submit a ticket, for sure. If the account is being compromised, they may be able to help re-secure it.

I will follow up on this.

I’m posting here to ask that if others also are experiencing this issue they please provide the name of their browser.

Thanks.

NJD.1975:

Hello,
I submitted a ticket on October 23 #1301, and got a response back on October 25 saying that my account was hacked and I could have it restored back to before it was hacked. I still have not heard back about the issue and my account was never restored to its previous state. Thanks for the help.

Please update your ticket to ask the status. If you still need help by end of day, post in the Tickets for Review thread (stickied on this forum.)

The Broken Will.3942:

Gaile Gray.6029:

Have you submitted a ticket? May I have the number?

Request #23134

Is that the number you mean? This is my first time creating a ticket…

I am going to give the team time to work with you on this issue. I’m confident they can help you resolve this.

MasterRocking.7039:

Good to hear, Darkwind Sull. Gaile, any chance of having the same done for the user who submitted support ticket #20777?

Discuss with the team via the ticket, but I feel sure that this can be addressed. What I would recommend is as soon as this issue is resolved and the e-mail providers stop blocking our mails, players should re-install authentication immediately.

Let’s be clear. As far as we can tell, this is not an issue with the authenticator, this is an issue with certain e-mail providers blocking the inbound e-mails. Not just authentication e-mails, but also ticket responses, receipts, log-in details for new players, and more.

And over that issue, obviously, we have no control. We’ve noted this is a problem with Yahoo, Gmail sometimes blocks or send to an odd “tab,” and I just learned that Hotmail is marking some of our mails as “fraud.” I’ve seen two reports that Comcast is blocking our mails. Again, we can’t control that, but the team is trying to get this addressed to the best of their ability!

Our team is investigating, but in order to track this issue, they need the “full header” from the e-mail. That’s explained on this link: http://help.yahoo.com/kb/index?locale=en_US&page=content&id=SLN3276

If you are not getting your emails, can you please provide the full header in a Private Message to me?

Thank you for your patience and for your help as we try to get this addressed!

Caran.3217:

After another try a ticket was created without a hick up this time – No 23117.

Got the confirmation on the support site, and an email went instantly through. I submitted the actual issue in my reply email.

Terrific! Thanks for submitting that new ticket, and I’m sure you’ll be helped very soon. (Also, I appreciate you taking the time to post here to update us. Always good to know the latest about a situation we’re tracking.)

BilboBaggins.5620:

I definitely like the idea of one account better. In the second paragraph when you talk about all those accounts, you’re talking about me there! Been with you folks since GW1 and those multiple credentials for all your different pages is a PAIN! I won’t miss it!

Thanks. It’s one of the things that has been a “burr under my saddle” since Day One. I’m sooo glad we’re moving away from 97 accounts for each player.
Excellent! Thank you for taking the time to do that, and for posting in that regard.

Teege.4623:

You can no longer upload screenshots to go along with your “request” and I think that’s a huge flaw. In addition I’ve submitted a report with 3 character names (and have over the past how many months) that violate the “real life person reference” including links to their wiki and personal websites. I’m wondering if NCsoft agents that review these tickets are in South Korea and possibly have no idea who these figures are and just close out the ticket as such.

We are working on expanding to allow attachments. As you can imagine, our first concern is security on every level, so please bear with us for a few days as we sort out that issue in the best way possible.

Your in-game or ticket reports to us certainly CAN include character names. We ask that they not be posted on the forums but an in-game report naturally sends us that info, and support ticket, being private, also can include names. Agents are not located in South Korea, although why that would be relevant it beyond me. I’m sure well-trained agents could be in that country or anywhere else in the world and do an excellent job. The point is, no one is “just closing tickets” randomly.

What he said was really crude and totally unacceptable. Two strings and three bad words.

We can’t lift the suspension, and would not do so even if he appealed personally. I think your friend is showing common sense: He knows he erred, and he’s accepting the outcome of his decision. Frankly, I admire his reasoning.

Go here: https://guildwars2.zendesk.com/home. Do not attempt to log into a support page or the old support system. Just follow that link, please.

Submit a ticket by clicking “Submit a request” in the upper right-hand section of that linked page.

Input the information that you have. If you are missing some information, leave the space blank.

You will receive a response through the new system and that response will include a ticket number. If you do not see the email, check Junk, Spam, and every other folder (including the tabs in Gmail) to find it. Each submitted ticket is sent a response. We know that Yahoo is having issues. If you’re using Yahoo, let me know. Otherwise, please let me know the 5 digit number for the ticket that you support via the means outlined above.

Well, I learned that I could not merge and have my post at the start, which was my intention. So here’s the scoop:

Situation: Player is unable to log in to the game, usually getting an Error 11, but sometime receiving another error code.

First, a question:

Are you using your e-mail address as your log-in name? Not display name, not character name, but your e-mail address as your Account Name?

If so, and if you cannot log in, please provide:

• Ticket Number(s)
• Date/time (time zone) issue started
• What message/error code do you see?
• Is this a brand new account or an existing account?

Thank you so much for helping us figure this out.

I want to really dig down to see what’s going on. Thanks for your help!

Have you submitted a ticket? May I have the number?

I really want to look at this, but I need your ticket number.

What we think is happening is you’re going through a bad link into the old system, where you should be in the new one. There is no Support Account need any longer, but if you try to log into Account Support during this one-week transition period, you might be getting caught in a loop.

I’ll look into this if I get the ticket number.

Thank you.

Jayne — what’s your ticket number?

Please read this post for details on how we can find a way to help us help you!

Any who has had this issue should post your ticket number(s) here. In fact, let’s be thorough:

Ticket Number(s):
Issue started:
Message I get:

I want to really dig down to see what’s going on.

Thanks for your help!

Caran.3217:

As i try to submit a ticket i get asked to log in to my GW2 support account – which one is this please?

Which email am i supposed to use? The one for the game, for my account, or for my former support account?

Help please.

And that is where I think we may have an issue. What’s your ticket number, please? Do you have two different numbers?

Let me investigate, please. You should not be asked to use any support account, as far as I understand this transition. Back soon with more info!

Eggs — we don’t have a bug in the system. I’m sorry, I know you believe you chose properly, but this happens from time to time and it never has been found to be a systemic issue. If you select one item but are previewing another, you may think you get the one on screen, but you get the one that is actively selected. If you go by name alone, the type of item is not always clear. For instance, the regular sword has “sword” in the name, as I recall, but the Greatsword does not.

Rather than handing out items — which generally we cannot do — and rather than saying “Sorry, deal with it (user error)” we provide the skins that you received. This allows you to place them on items of your liking. We do not have the technology to change what is displayed in your achievement panel. It’s something we’d very much like to offer, but at this time that’s simply not possible.

So the answer and the sending of the items does appear to have been correct, as far as what we are able to provide.

Caran.3217:

Where did the old NCSoft-support log in go?

Now in order to submit a ticket i also have to put in my real name AND the serial code? REALLY?

I logged into the old support in order to submit a ticket simply with my support-account plus password. That was is it. That’s how it should be.

Tell me this new stuff is just a joke? How much info am i supposed to type in each time – and serial code is an absolute no go.

If there’s no way to reach support the old way, that’s it for me, amazing hoax to make a customer not want to submit a ticket in the first place.

You do not need to input every field. Input what you can provide and the team will do their best to assist you.

As agents, we’re finding the system far more powerful and far more user-friendly. Gone are the days of “create a support account separate from your game account.” Do you realize that some people had multiple game accounts, a forum account, a support account, an NCMA, and a NC Account? This is much, much better.

There are naturally some early bugs and glitches, but overall the transition has been incredibly smooth. I’m sure that with continued use, you’ll come to agree.

The system is secure. We’ve had people comb it backwards and forwards. And if this is operating on a system provided by ZenDeck, the other was provided by RightNow. Neither is a proprietary system but are systems build by a company and customized and secured by us. Both are/were secure.

Bardock.8340:

Hello there,

I have a friend that registered a new account today and when trying to login using his username and password he gets the following message : “The account name or password entered is invalid. Please check your information and try again.” He can’t recover his account because he doesn’t have a character name yet.. On the bottom right it says : " Built : 25403 error code 11:1001:2:1270

He already made a request with the id : 20873, like 10 hours ago and still haven’t got an answer..

Any help or info is appreciated.

Thank you in advance!

I am sorry that your friends is having this problem!

As you will see on this page — http://wiki.guildwars2.com/wiki/Error_code — the error code your friend is getting is tied to his password. And occasionally someone will get this message by mistake. Please allow time for the team to resolve this issue. If you find he still needs 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.

Investigating now.

avilo.1942:

Support person from anet, help please?

It’s not possible for us to help without a ticket number. Please provide any ticket number(s) involved with this.

Thanks.

Jayne.9251:

StinVec.3621:

Jayne.9251:

You have to authorize any new ip to an account. An email would have been sent to the email attached to the account with a link to authorize access. Click that link to gain access.

Edited to add: stinvic, in my account area ip usage used to work, but has been blank for at least a couple months now, not even showing my ip.

Thanks, Jayne. I haven’t had to permit a new IP for several months so I was not aware of that page as having functionality issues. I just checked and it is completely borked for me as well. It seems that it comes up with a page style coding issue if you are actually logged into the game from your current IP when you visit that page.
:(
I’m a bit concerned about my account security now if that page now longer functions.

---

To OP, please refer to the section of my post about checking that her email is accurately listed on her account to ensure the Authorize New IP email is going to the proper email address.

Lol you’re concerned? My password has been reset daily for two weeks now and no answer from Anet. And I’m not alone in this. Sometimes it gets reset hours apart. And nothing shows up on my security page … Zero IPs, even after I’ve used the game and been logged in.

Couple that with the fact I can’t see any whispers or party chat in game since Saturday, I’m really growing concerned something is seriously wrong like what happened to SOE with that hacking incident.

I’m highlighting this for a review, hopefully in the next hour! What’s your ticket number, please?

Tuggles.4129:

I’m so annoyed right now I can’t even express it. I’ve tried to make a TICKET but it says “you can’t leave the email address and ticket issue blank”. I DIDN’T. I tried over and over again and gave as much information as I possibly could, still it says those fields are blank when I KNOW for a fact that they aren’t. I’ve tried to provide my email to reset my password and when I click the button it just reloads the page and does nothing. I tried that many times, but I still got no email. I don’t know my password, and I’ve lost my serial code. I haven’t been able to play the game because I can’t even log in.

Yikes! That doesn’t sound good. I’m following up now.

The team made an anagram of your name, and that was the more sensible of the many options available. You may be able to use an offensive name in another game, just as you may be allowed to spit on the floor in certain restaurants. In our game, no, just as most restaurants won’t look kindly on spitty floors.

Thanks for posting about this work-around. Yes, we’ve seen it more than once. I have no explanation for why it works, but it’s nice that we can get the info from the browser to get that info!

TheMoDz — I see your ticket has been responded to and is routed to the appropriate team. They’ll get back to you ASAP.

Matty — what’s your ticket number?

BonzaiPlatypus.7091:

A friend of mine bought the game while it was on sale today.

He never received an e-mail with the serial code to activate his account. His e-mail is correct. He has checked his spam folder. All that jazz.

He opened a ticket and received an e-mail response saying that he needs to create a support account and provided him with a link to do so. That link takes him here: https://guildwars2.zendesk.com/home

We see no way to make a support account. What is our next step toward getting this resolved?

The good news is that your friend does not need to make a separate support account. He can contact us with as much of the info as possible — and sure, some will not be present — and we will help. Have him leave fields blank if they do not apply.

But basically, I think we have two issues:

• Your friend should have received an email with the serial code.
• It appears he was redirected — perhaps back to the old system — and that should not have happened.

May I have the ticket number? I want to investigate this. Thanks!

VulpineSoul.4175:

I have stupidly deleted the items I got for buying the digital deluxe version while fiddling around with the interface for the first time. Can these items be restored or do I have to just shrug it off to my own idiocy? Does the game come with stupidity insurance?

I believe the team can help you. Please submit a support ticket. 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.