Guild Wars 2

Eggs On Legs.4805:

Sorry to post again but it’s been 4 days since I replied to message from the support team and all I’ve had is an email asking me to do a survey on the support that was given.

What do I do?

The agent responded to your ticket on Friday. Can you please check spam, junk, and any other mailboxes to see if you got that response? Also, please check your in-game mail for a remedy for this situation. Please update this thread with info on what you learn with looking for the ticket and the in-game mail. Thanks.

Jow.5478:

I bought Guild Wars 2 and I can not log into my account because when I put login and password to login and place, says that one of the two is wrong. I’m des afternoon trying to log in as the payment was made today. I got the key, signed up and made the new account account data is there.

Request received: 15906:Problem in the account. (request #15906)

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.

Carnage Visors.7420:

I referred to this thread a few days ago when noticing that my situation is similar. After a full day of complaining about it, I decided to accept that there was just a mix-up with e-mails in that someone was trying to help solve my issue but, at the same time, the system might have been sending obsolete e-mails. So, I waited a couple of days.

Now, I know that’s not the case. Tonight, I received a response from an employee asking me to provide more verification. (This would be the third time on that, by the way.) I am given directions on how to set up a support account and password. Each e-mail asks me to do that. But, I can’t! Those links redirect to https://guildwars2.zendesk.com where there is no entering of a name and password. This is the new system, right? Do they know that? What should I do?

(request #3778) [Incident: 131026-000698]

I’m going to follow up on this. I’m sorry that you’ve had to wait.

I’ve noted quite a few threads about log-in issues, and we naturally want to attend to each issue while also investigating the possibility that there’s a glitch that is impacting a few players.

Please post here with the following information:

Error Message/Code:
Problem Began (date):
New account or existing account:
Ticket Number(s)

If you were able to resolve this, please post what you did to make things work for you.

Thank you for your help!!

If this issue is three days or older, you can post in the Tickets for Review thread above. Thanks.

Jayne.9251:

I had this issue too. I’d hit reply and the email would send it to me and not gw2 support.

The team just tweaked some settings, and I think things will be better now. Agents are combing through the various queues to make sure that tickets are routed properly.

Definitely this is a bug, and we thank you for posting to make us more clearly aware of it. You’re responding to the ticket in the new system, rather than the ticket in the old system. Both should work, but there’s a glitch, so that’s why the system keeps spewing out the auto-response. And hey, did you hear we transitioned to a new support system?

Anyway, an agent is merging right now, and we’ll be sure that we follow your instructions and answer your questions very soon. BTW, no action will be taken in regards your question. The original agent misunderstood the question, and was offering you a service that I can see you didn’t request. No worries! The answer to your question is that we do not auto-close inactive accounts.

Sir Zantius Alatso.4952:

Thank you Gaile my ticket number is #10192

Okie dokie. I looked at your ticket and I cannot see any responses from you whatsoever in the new system. I’m checking the old system (from which we’re transitioning) to see what’s what.

Sir Zantius Alatso.4952:

Ok but is support receiving the reply that I’m sending? I received a response by an agent an I’m trying to give him some more information so I’m replying to the email he sent me and after i send my reply I get that information email I just don’t know if my reply is getting received

What’s the ticket number? I want to take a peek, although I’m sure your responses are fine. I do want to look into this.

Dr Ritter.1327:

Inculpatus cedo.9234:

Did you submit a Tech Support ticket? Most likely that is the section of support that would be most suited for your problem. There is a sticky in the Tech Support sub-forum on how to submit a Tech Support ticket. Good luck.

obviously i sent in a ticket they just don’t answer

We have a thread for any ticket that needs further attention after three days’ time. Have you posted in the “Tickets for Review” sticky thread? I’m happy to review this for you if you can please post a brief description and your 12-digit ticket number there. (If you have a new ticket, it will be four digits, but I sense this was submitted prior to 23 September and therefore will have the old ticket numbering, starting with 13XXXX-XXXXXX.

I appreciate your sharing your concern, Sir Z. We are sending a sort of generic “Hey, here’s some news about support” to everyone who submits a ticket. But what you’ve exposed is possible confusion with “Is this MY (personal) response, or simply A (generic) response?”

What you received is an auto-response, and you ticket has been routed to the appropriate team for review and response. So you do not need to respond to that update, but await an actual, personal response from an agent. (That response will clearly address your personal issue; it won’t be generic.)

I already have passed along these notes and will see if we can amend what we are sending out to make it clear from the outset that while we’re changing our support system, each ticket will receive a personal response as soon as possible. I hope we will be able to make that change today.

As to the lack of ability to respond at all to this generic message, can you tell me if you’re using Yahoo? Our squirrely friend points out that Yahoo has a different system of response. If you’re using a different provider, I need to dig down to understand why you could not respond (even if a response to an auto-response from us isn’t needed).

Beerdog.8742:

Also, can paste the answer in its entirety if that would be helpful.
Be warned though, all the previous responses was quoted as well. So it’s long :P

Looking into this further, I think your response was received and the question is in the queue. That’s what I heard back to my email thread. I’ll continue to track this one and will let you know if I need more info.

(And yes, that is an auto-response simply to let people know we changed our system for support, nothing odd there.)

Thank you for that information. When did you receive that response? And how did that lead you to believe your reply had not been received? (I’m a bit confused but I AM following up. )

Create a new ticket, reference your old 12-digit ticket number, and explain the situation. The team MAY be able to capture a snapshot closer to the time of the wing acquisition, but usually they find the best possible date. It’s worthwhile to inquire, though.

If you have the old email and you can include the contents of the old ticket in the new one, that would be splendid.

Kai — what is your ticket number?

I’m inquiring about this now. It does take some time and often multiple agents to review cases of this sort. Hacked accounts are complicated and correcting the issue can involve a bit of time. Sometimes the hacking is not hacking at all, but in this case it seems pretty clear.

I’ve asked one of our leads to take a look.

Looking into this now.

I’m inquiring about this now and hope to have more info soon.

I’d call that an anagram, too. It’s the result of choosing an offensive display name to which, by the way, every player in every district can be exposed.

We do uphold the Naming Policy, for the benefit of the community as a whole.

LittleVladimir.9710:

I tought so. So the ban was because some hacker had a keylogger and saved my key. Anyway i have a physical copy of the game but the writing will stay permanently above my serial from now on….lol

Exactly as explained above, and there’s no harm in having your ticket number on the Serial Code. Won’t hurt a thing and really, it’s the only way for us to help, when account go deeply into dispute.

Thanks for doing that.

The team will respond as quickly as possible, and yes, they can help you.

I am glad you posted. Let me have the team look at this. It’s likely they have your response, but just in case we’ll take a peek.

UPDATE: As it turns out, you appear to be correct — the response doesn’t seem to be in the ticket (at least at first glance). Can you tell me what made you believe your response did not go through? What gave you an indication? Did you get a bounced email? If so, we’d like to see that. Let me know what lead you to the conclusion that the response wasn’t receive.

It’s disappointing to know that you folks are doing all you can do to help us make the game world a better place to be, and to know that in some rare cases — and I truly believe they’re rare — no action is taken.

I have a few thoughts:

• Sometimes a name that one person deems as “offensive” is found to be acceptable, or even marginally acceptable. We take a lot of care to not deprive someone of a name unless it’s really unacceptable. I’m not saying that’s the case here, but sometimes we discuss a name for a long while and determine that, while it’s not the best name in the world, we will not take action on it.

• The team sees a lot of name and chat reports, and as I said, they often react within minutes. It’s possible that the stream of reports may be moving at such a rate that the agent simply misses the name. (Sort of how I couldn’t see every line of chat during my visits to Lion’s Arch with The Frog, back in the day.)

• It could be that the agent is busy investigating another name when a second one is reported. I’ll see if I can get a better understanding of how the system works, and see if we can brainstorm how to improve it.

• In cases where you report a name and it remains in the game through multiple reports — as in over days or weeks — and in cases where you’re 100% sure that the name is well over the line of acceptability, then I encourage you to submit a ticket. It’s not optimal, and it certainly takes more of your time, but I think it will be more effective.

• Rarely, a name is reported because it’s offensive in a non-supported language. For instance, I’ve learned a few naughty words over the years in Hungarian, Polish, Czech, Croatian… The point is, for names that are not in English, French, German, or Spanish, it’s best to submit a ticket.

Just to let you know, this really isn’t censorship. We know there is an issue. Hey, I come across it myself about daily. For instance, typing the word “Asess” (properly spelled, as in “analyze”) causes me to get kittenized.

The forum team has said that at this point, the problem cannot be addressed. But they are aware of the problem and definitely are tracking it. So you can have confidence that as soon as it can be fixed, it will be!

Thank you for these reports. You should not get an error message. Can you tell me if this still is happening??

Shirk.6421:

Yup, he said people wanted to buy them but he canot give them out fo free – sure – he has to pay the transport and the materials. If this are the things getting charged for I guess it wouldn’t be a problem because it’s not for profit.

I appreciate that you want to help, but it would be very difficult for an external review to ascertain exact shipping and production costs. Saying “I made 100 and sold them at cost” is not an easily defended position in relation to copyright law, particularly when ones notes the exact verbiage of the permission within the Content Terms of Use:

The content must be used in a non-commercial context for private, personal use only

Ask yourself, “How is sending or giving a product based on copyright materials to someone else either private or personal?”

I rather suspect that no one in this thread is in a position to give a legitimate, legally-accurate response. I know that I certainly cannot add “J.D.” after my name. Let’s be accurate and refer those who are asking about this to the actual legal document, which makes the permissions very clear: Content Terms of Use.

Please update your ticket to discuss this with them. If they said they could not find a compromise (hack) incident, then that means they cannot offer an account restoration. This policy is in place to prevent abuse of the restoration system. We must see access from an unknown third party before we’ll consider a “roll back” and evidently that wasn’t visible on your account.

Again, please discuss any other questions with Support.

Inculpatus cedo.9234:

Tachenon.5270:

Apologies if this has been addressed elsewhere – I couldn’t find anything about it.

Tonight, I received an offensive in-game email – a personal attack, in fact – from someone who evidently didn’t like something I posted here on the forums. The first thing I did, of course, was take a screenshot of the email. Then I reported it as ‘Verbal Abuse’. Looking at the text on the report screen, however, I see this:

“WARNING: Support actions will be based on a review of chat logs, not on unsubstantiated player reports. Abuse of the report feature may lead to termination of your account.”

Well – as the offense came via in-game email, there are no chat logs pertaining to the reported abuse. So… how does that work? When one reports an offensive in-game email, is a copy of that email sent to the Support Team for review?

When one receives emails from gold-sellers, one only needs to click the ‘report’ button, and they are soon taken care of. I would imagine that function sends the email in question to the staff in charge. No reason to think it would be any different for abusive emails.

Bingo. Simply flag this to report it and that should be fine. If you’re extra concerned about this, submit a ticket including the full body of the message, the subject line, and of course the exact spelling of the sender’s name. The team will investigate, but the in-game report probably will prompt the same level of reaction.

dilrajjitsingh.2147:

Nope we were using a different email id (my wife’s email id).

Anyways this issue got resolved. Big thanks to GW2 support people. Although they could improve their web site user interface to provide a error message or some information instead of just refreshing the page and letting the user make the same mistake again and again.

I am happy this was resolved, and sorry that it took you time and caused frustration. I do agree that having a better message would be awesome! Could you please tell me repro steps so I can send an internal memo? Basically, “This is what I did, this is what I saw, this is what I think you should display.”

Thank you for any help you can give — we’d like to make this clearer for players!!

The word “poop” is offensive to quite a number of people. So the display name was changed, and the characters will be flagged for changing. (We will lift the suspension, so you simply need to change the flagged character names.)

Rahku.3951:

My friend put in a ticket for his account being compromised over 7 hours ago with the new support system. he’s now received replies from multiple GMs telling him that he has to sign into his support account to continue the process even after he’s linked the new forum topic about how the support system no longer uses support accounts. I’m making this topic for him because he can’t log in due to the hacker placing a mobile authenticator on his account which he has been trying to get removed all day. He has provided multiple pieces of information to prove his identity and account ownership yet the GMs seem to be unaware of the new support system change.

Could I please get his ticket number so I can investigate?

Thank you.

I wanted to comment that I split the thread into two, since this one is about the new support system and wasn’t intended to house complaints about in-game reports.

Comments about the new support system — reports of issues, concerns about functionality, input about the system — are welcome here. Concerns about in-game reporting can be posted in the other thread.

Thank you for understanding.

Inculpatus cedo.9234:

It might be helpful to show a redirect to the new Support/Knowledge Base site. When using the previous URL, one encounters an ‘Outdated Certificate/May not be the correct site’ warning and takes you to a Microsoft site – IIS7. A little bit confusing for all those that use auto-history in their browsers and such.

That should not be happening now. Could you let me know if you’re still seeing that? I believe this was DNS-related and is now fine.

Neural.1824:

Looking at the new site, I see basically nothing more than a wall preventing support.

In fact, it would appear that Arenanet is striving very hard to completely remove a players ability to report another player in situations which arise that the in-game reporting tool fails to address the issue (not that anyone pays attention to in-game reports).
While it is still possible to file a violation report, you sure have buried it well.

We have team members assigned 24/7/365 to player in-game reports. On a normal day, 100 or more players are actioned for everything bad names to nasty chat to cheating. On an abnormal day, action may be taken on literally hundreds of accounts.

No one — No one! — is ignoring in-game reports. And in-game reports have people assigned specifically to them, so they often are acted upon within minutes.

Rajani Isa.6294:

Inculpatus cedo.9234:

Well, it does say News and Announcements, and it lights up (becomes bold) whenever there is a new bit of news or an announcement. /shrug

Wasn’t there one of those big red announcements about it as well? I don’t really remember, but I thought there was. Could be mistaken about that.

Gaile definitely spammed the message

Several copies of it in the digest.

Hey! I’m no spammer! It’s called — Getting the word out!

Darkorical.9213:

Alright finally got the better picture.

Over the weekend my guild did its weekly guild missions and I offered it as a prize for our drawing with the stipulation
numbers 1-100 were chosen who ever got closest would get a vinyl version(with no tatters) but if someone got the number exactly they would get the satin one. I assumed it would take a few drawings before someone got the satin one well it was won and is on its way to its new home already.

I have been contacted by a couple people from other guilds asking about getting one made for their guild. While I would love to do this I cannot do it for free and I figure there is some legal issues with selling copy-written material, can someone direct me to anything that may clarify the situation on how I could or why I could not do this?

That really is lovely — great job! We have no problem with you making that because it’s for private, personal, non-profit use. I note that you had the courtesy of submitting a support ticket to ask about selling copies of this calendar. Thank you for that — it’s much appreciated that you asked!

Please note the Content Terms of Use on this link: https://www.guildwars2.com/en/legal/guild-wars-2-content-terms-of-use/. As you can see, creating materials using our copyright material to sell is not allowed. This is to prevent capitalization of our products and our intellectual property and even competition with our own merchandise. (As you can imagine, it wouldn’t be cool for a manufacturer to start selling a GW2 keyboard when we already have a fine partnership with a major manufacturer for fully-authorized merchandise.)

You’re welcome to contact our Community Team to discuss this further. Their address is Community@Arena.Net.

There are two kinds of records:

1. ticket history: the various ticket discussion that a player submits to Support about account issues, technical support issues, appeals, etc.
2. infractions: the history of an account’s various actionable issues, such as chat violations, offensive names, use of third-party programs, etc.

The move to a new ticket system in no way impacts the game account history. So people who have amassed infractions on their account will still have infractions on their account. No “clean slate,” sorry.

What may not be retained is the history of closed tickets. Players may wish to retain their personal tickets in an archive. That is, if you had a ticket that closed prior to October 23rd (today) retain a copy that came to you via email or copy and paste from your support account.

Again, agents will be able to see the game account history but may not be able to pull and review a discussion about an incident in the past.

For more information, I want to share some additional information that we are including in many tickets these days:

On October 23rd we will transition to a new support site. Please make sure that you back up any information you wish to keep from tickets closed before October 23rd. After October 31st this information no longer will be available. We will respond to all outstanding issues submitted prior to October 23rd via email between October 23rd and October 30th. Otherwise you will not be impacted by this transition. Please bear in mind that you may need to update your support bookmarks and/or shortcuts after October 23rd. If you have any questions about this transition, please e-mail Support@GuildWars2.com.

Please note that the tickets will not go “poof” overnight. You have a full week to review your account and consider if there’s anything you’d like to save.

We are changing and NCSOFT is changing. You’ll access through two different URLs, I believe, since it’s web based and GW tickets have always been separate from the remainder of the NCSOFT game tickets. (Although you mention seeing both, so perhaps through the NCMA or NC Account?)

In any case, don’t worry — it should be very intuitive for you to be able to get help, and if you have questions, please post them so we can address them for you.

In order to offer you improved customer support, we are changing the core system that we use for responding to support e-mails and tickets. This change will be effective 23 October 2013. The new system does not require you to use a support account. Instead, you’ll use a web interface to find help in our Knowledge Base and submit support requests without signing in. Once you’ve submitted a request via the site, we’ll get in touch with you directly via e-mail.

While things will look a bit different when this change takes place, all the existing content we offer in our Knowledge Base will be available, and our ability to assist you accurately and promptly will be enhanced. As the new system is expanded in the coming weeks, we offer improved localization and more content to assist you with your customer support questions.

The upcoming system change will not allow us to copy or carry over existing tickets; everything will start new. Therefore, if you have any ticket history in the “My Stuff” section of this site that you wish to save, we advise creating a copy on your computer or e-mail account. Additionally, if you currently have an open support ticket, you may wish to save the most recent e-mail that you received about the subject from Support. Then, if you still need help when we switch to the new system, you can create a new ticket and include the previous dialogue within it.

We’re very pleased to be making this change, and welcome your feedback in the coming weeks.

In order to offer you improved customer support, we are changing the core system that we use for responding to support e-mails and tickets. This change will be effective 23 October 2013. The new system does not require you to use a support account. Instead, you’ll use a web interface to find help in our Knowledge Base and submit support requests without signing in. Once you’ve submitted a request via the site, we’ll get in touch with you directly via e-mail.

While things will look a bit different when this change takes place, all the existing content we offer in our Knowledge Base will be available, and our ability to assist you accurately and promptly will be enhanced. As the new system is expanded in the coming weeks, we offer improved localization and more content to assist you with your customer support questions.

The upcoming system change will not allow us to copy or carry over existing tickets; everything will start new. Therefore, if you have any ticket history in the “My Stuff” section of this site that you wish to save, we advise creating a copy on your computer or e-mail account. Additionally, if you currently have an open support ticket, you may wish to save the most recent e-mail that you received about the subject from Support. Then, if you still need help when we switch to the new system, you can create a new ticket and include the previous dialogue within it.

We’re very pleased to be making this change, and welcome your feedback in the coming weeks.

In order to offer you improved customer support, we are changing the core system that we use for responding to support e-mails and tickets. This change will be effective 23 October 2013. The new system does not require you to use a support account. Instead, you’ll use a web interface to find help in our Knowledge Base and submit support requests without signing in. Once you’ve submitted a request via the site, we’ll get in touch with you directly via e-mail.

While things will look a bit different when this change takes place, all the existing content we offer in our Knowledge Base will be available, and our ability to assist you accurately and promptly will be enhanced. As the new system is expanded in the coming weeks, we offer improved localization and more content to assist you with your customer support questions.

The upcoming system change will not allow us to copy or carry over existing tickets; everything will start new. Therefore, if you have any ticket history in the “My Stuff” section of this site that you wish to save, we advise creating a copy on your computer or e-mail account. Additionally, if you currently have an open support ticket, you may wish to save the most recent e-mail that you received about the subject from Support. Then, if you still need help when we switch to the new system, you can create a new ticket and include the previous dialogue within it.

We’re very pleased to be making this change, and welcome your feedback in the coming weeks.

Update: 21 October 2013

131003-000497 Resolved
131002-001961 Resolved
131006-000046 Resolved
131002-000909 Resolved
131012-001515 Resolved
130830-001244 This is a long-standing bug, and we sent out requests today to try to get traction on this. I’m so sorry for the delay!
131019-000089 Final answer was provided on 20 October. The data and multiple reviews uphold the account closure.
131015-000759 I am going to follow up on this. I hope to update soon.
131012-001167 I followed up on this today and we hope to update this ticket soon.

Notes:

• Many 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.

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

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 to allow things to progress before you ask for another review.

Update: 21 October 2013

131003-000497 Resolved
131002-001961 Resolved
131006-000046 Resolved
131002-000909 Resolved
131012-001515 Resolved
130830-001244 This is a long-standing bug, and we sent out requests today to try to get traction on this. I’m so sorry for the delay!
131019-000089 Final answer was provided on 20 October. The data and multiple reviews uphold the account closure.
131015-000759 I am going to follow up on this. I hope to update soon.
131012-001167 I followed up on this today and we hope to update this ticket soon.

It appears this was addressed Friday evening, so I’m figuring all is well now.

Avengy — I really believe you should submit a ticket.

This account was actively played as recently as today. If you’re writing about another account, you’ll need to provide sufficient information to research the matter.

The proper place to put this post is the Tickets for Review thread with your 12-digit ticket number.

WishingBiscuit.9105:

So my question is simple can i play the original guild wars with my log in details from guild wars 2? I.e could i buy a used copy of guild wars and play it or will i need a completely new copy?

You cannot buy a used copy and play it. You can buy the copy, but you will not be able to play it. That is, it will not be accessible because you’re not the original registrant/original owner.

Guild Wars is very reasonably priced now, and if you wish to play, simply purchase a new copy and you’re good to go. You can find it on this link: http://www.guildwars.com/products/guildwars/default.php

o freedom o.9028:

Myself and a few others are stuck inside an Spvp match after it ended. Tried relogging and switching toons and nothing has worked.

We’re looking into this now. Thank you for the report. (Note: We may move this to Bugs in a few minutes, as there is another thread there. But we will be investigating!)