Guild Wars 2

It sounds as if your transaction did not complete, and you cannot set up that account. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They 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.

Hey, Alvin. We discussed as a team and are not sure how these names were censored, but they are all “good to go” now and you will not be required to rename them. Apologies for the error, and we will speak with the agent who made the error to let him know what took place.

If you have any issues, please update and I’ll check, but I think things will be fine now.

Alvin.7594:

So when I tried to login to my mesmer(Baobie) & ranger(Shewty) it forces me to input a new character name… But when I logged into my warrior(Baoy) it was no problem.
Why do I have to changed the other two names for? or is it a bug?

Thank you

I am looking into this now. Actually, I am baffled, but will let you know when I find out more.

I suggest you review this wiki page. Please note the comments about transferring for free if you delete all your characters.

Fill in as much info as you can and use General billing questions for the category. Alternately, you can email, but in either sense, our team will be happy to help you, and will respond as quickly as possible. (We apologize for this!)

We had a couple of hours’ of connectivity issues around the time of this post. You should be able to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. Alternately, you can use the email address — support@guildwars2.com — to get help. (And we’re sorry for the difficulties you’ve been having.)

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.

The team can help you, and you can use your newly-purchase serial code to get that help. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They 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.

It’s true that getting an error could be someone else accessing your account and removing you from the game. (Only one connection is possible, and a new connection “overwrites” the previous one.) Also, the fact you were transferred to a different game world seems to point to potential security issues.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They 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.

For offensive guild names, it would be best for you to submit a ticket. Please contact Support and file a ticket through the “Ask a Question” tab on that linked page. Include the guild name, guild tag, and, if available, the server and time/date noted.

Thank you for taking the time to do this. We appreciate players helping us keep the game world pleasant for everyone.

I am concerned about the security of your account. I suggest you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They 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.

I am so sorry that you guys had issues with the BLTC. What happened was, just around the time that you attempted to make your purchases, an issue arose between the European and North American servers (not sure if that was in our system or on the ’Net) and for a couple of hours, BLTC purchases were stalled or blocked.

Were you able to purchase? If not, would you be able to try again today, if you wish, to see if things work properly now? I don’t want to ask you to submit a ticket until I know if you’re still having an issue, but Support will help you if you submit a ticket through the “Ask a Question” tab on that linked page.

Tauntoh.7634:

They replied to my ticket and just gave me the steps to register the code which I’ve done about a million times. So I just asked for a refund. Haha

I want to be sure I understand. You were hoping to upgrade an existing account and instead purchased the code for a separate account? If so, then yes, I think you did the right thing in requesting a refund. If you were attempting to purchase a second account, or to gift an account, then the team will be able to help you do that.

TionKai.7814:

Was trying to but a copy for a friend while the game is on sale but it keeps saying to recheck your information and try again. I’ve tried two different computers, 3 credit cards and even a prepaid … I’ve also tried every possibility of formatting for the phone number and a few different emails.

Any ideas?

If you were not able to purchase, I encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. We should be able to see the attempted purchases, and it’s possible the team can extend the sale price if there were issues on our side the prevented the purchase. The ticket should take just a couple of minutes (use “General billing question” as the subject) and I believe you will find it is worthwhile to submit one.

Inculpatus cedo.9234:

No, it wasn’t changed. Just a glitch.

Wait, please. You can’t know it’s a glitch. And that isn’t a solid answer, because if it is a glitch, and the forums are the first place in which we become aware of it, we’d naturally like to and need to know more.

Icy.5640:

Recently a friend of mine received a Heroic Chest through the mail, which contained the Mithril Box, 10 exp boosters and a choice of the Legacy armors, from Arena.net. He bought the game quite long ago, near the beginning of this year. However, I have read on the forums that past buyers do not get the bonuses of the Heroic Edition. Was that changed?

Icy — we’re not going to take away your friend’s items. But I would like to know more about this situation, as a responsible reaction to a potential game bug. For research purposes only, could you please PM me the account display name or a character name on that account. Again, we would not take away the items or penalize someone who received the chest in error, but we would like to look into what may be a bug. (Could be he was sent the chest for some reason that’s unknown to me, but we can see that when we look into the account. No biggie, just doing “due diligence” here. )

Thanks for that info.

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. 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.

I’m sure that the team would like to take a look at your situation to see if there’s anything they can do. Sales are normally limited to the announced periods, but we do our best to offer reasonable accommodations, as well. So please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

gemgenie.4560:

Would just like to add to this – im currently trying to sort out an issue that seems to only be affecting my main character and both Gaile and the guy im dealing with from support have been/are being great.

Fingers crossed we find the issue now after a few hours running traces this evening.

Thankyou so much guys – removes some of the stress frustration just knowing its being looked into and not brushed under the carpet.

That is such a interesting issue, gemgenie. But yes, we know you’d really like to not be “The player with the interesting bug” but “the player who can play the game” so we’ll continue to work on this!

Westonski — I see that an agent responded to you yesterday and that you gave information needed to resolve this. I believe this will be settled soon. Please update on the forums on Monday if you still need help.

I’m updating this thread to say that I have reviewed a specific ticket in relation to this question, and the ticket was — with regret — mishandled. The agent was alarmed by what the customer said, and he (the agent) failed to process the refund, as should have happened.

As gently as possible, some people misread or misunderstood the offer and thought that any world transfer was on sale. That’s not what the announcement says, but that’s what they believed. Please understand, this wasn’t a matter of “false advertising” or deception in any sense and, again as politely as possible, it certainly wasn’t a matter requiring a complaint to the BBB or the processing of a charge-back. (Charge-backs, as most players know, will result in account closure due to anti-fraud policies by our credit card providers. Account closure is not something anyone wants to see happen!)

Please remember that the primary reason we have this particular sub-forum is to allow you to get in touch to ask us to review your concerns. We want to get to the best possible resolution for every issue! I wasn’t able to see there was an error in the handling of a particular ticket because I wasn’t provided a ticket number. I only became aware of the issue today with further contact.

In this case, if the gems were not spent and can be retrieved from the account, we will refund the money spent, as is clear in this policy statement: https://en.support.guildwars2.com/app/answers/detail/a_id/9053/kw/refund

Thanks for understanding, and I apologize for the error that previously denied the refund request.

Raim.6123:

So I was misinformed by a friend about what server he had picked when he started a few days ago, and as a result I picked the wrong server and have to wait 7 days for the transfer to be available. Do you think support staff would allow a transfer if the account had no characters on it?

You will be able to transfer for free, sure. But we cannot lift the 7-day cooldown period. Please be patient and transfer for free after 7 days. You will need to be sure you have no characters on your account, and if you have acquired anything, please move it to storage and do not leave it on the characters you delete.

Astral Projections.7320:

I doubt it but you can always ask. Go to the support tab at the top of the page then go to ‘ask a question’ and make out a ticket.

It would be appreciated if you do not suggest that everyone submit a ticket. Sometimes, a policy is clear, communicated, and immutable. For instance, in this case, we cannot and will not reduce the 7-day cool-down period, and we’ve made that clear many times. Therefore, there’s no point in suggesting that someone write Support to ask for an exception.

We want to keep our ticket turn-around times as low as possible, and that means that it’s best not to encourage someone to submit a ticket “just in case” or because “it doesn’t hurt to ask.” Those tickets take time, and they delay answers to those we can help. So please analyze the subject matter and suggest that someone submit a ticket only when there really is a possibility that CS can help the individual through that ticket. In this case, the policy makes it clear that we would not eliminate the 7-day cool-down period.

Thanks for understanding.

Theorize.6085:

Ok thank you— perhaps they were doing maintenance!

Can you let me know if things are working well for you now? We don’t want to continue to prevent you from giving us money.

Hey, thanks a bunch for the nice post. It put a rosy glow on my early evening.

I’m glad you’re back in the game, and really appreciate your understanding that we can’t do these things instantaneously, but do try to do them as quickly as possible!

Have a great Tuesday. It is Tuesday over there, right?

I’m assuming this is in relation to Ticket 131016-002119?

The account was hacked a year ago. It was reinstated, reclaimed, reinstated, and finally closed and refunded. Obviously, someone (bad) knows your credentials and is continuing to hack your account, even when the password is changed by an agent. This makes me wonder if your e-mail account is insecure. It would be good for you to check into that now. Consider setting up a new e-mail account and updating the ticket with that new address, so that whomever has/had access does not get access again. At some point, we’ll not be able to help.

I’m asking an agent to look at this tomorrow and I made some recommendations for whomever handles this. I am sure we can help you, but please give it some time.

Is back.4563:

Good Morning Guild Wars 2 players,
I have a serious problem! my game collapses full and need to be shut down with alt f4, but not always only the “Black Lion Trading Company Gem section”.
could someone help me with this problem? I’ve tried a lot!
Thank you for you assistance
Best regards, is back / uvören

Hello,

I read an email thread stating there were issues with the Trading Post for a while this morning, but that’s a couple of days after your made this post.

Are you ok now?

I’m glad you were able to discover the cause of your situation, and thank you for updating this thread to let us know that the question was answered.

Sorry for the scam emails, guys. There’s really nothing we can do, when they spoof “us” as sender. But it’s good to keep an eye on this thread, so I’m hoping we can keep it on the front page.

Please remember that THIS thread is the best source of info, including tasty… well, not so tasty… samples!

I can pass along the feedback about listing all prices. I believe that transfer prices are listed, and that people are not making a connection between the offer and the normal pricing. But it’s feedback I can share, sure.

I also will close this thread. It is inappropriate to complain about ill-thought decisions that you made, or to demand nonsensical price changes to address your personal situation. As Brother Grimm pointed out, the sale was designed for practical reasons and freebies to move to High Population worlds makes no sense at all.

Please see this thread: https://forum-en.gw2archive.eu/forum/support/account/Forum-Info-Support-Tips-merged/first#post2259849

Section 1 – #1

Section 2 – #3

Those of you with forum issues, this is not a forum for discussion of such issues. I’m sorry if you are confused about the actions taken on your forum account or dissatisfied with the answer that you received, but I can only refer you to Forums@Arena.Net for answers and discussion about anything related to the forums.

Keaden.3486:

Be happy you got a infraction, never got one. Suspended straight away for 71 hours. So mad, especially the lenght and no warning at all part. Well A-net has 71 hours to fix this or i’ll just quit this.

I do not want to be suspended for this lenght without a warning and backup, an infraction would be in place.

10:11 GMT on 17 October. What you said is so bad, I can’t even find a way of paraphrasing it to answer your question. Four people reported you within seconds. Believe me, you deserved every second of your suspension, and if you continue down the path of using extremely gross sexual references in All Chat, you’ll find yourself suspended again and again, even terminated.

Don’t waste the time of Support asking for “proof” or suggest for that Anet is going to “fix” it. You were extremely offensive in all-chat and the suspension will stand.

Malotoro.6502:

I appreciate how well an issue I had with a transfer problem was handled so well. Great customer service. Thanks

It’s very nice of you to post this, Malotoro. We appreciate that!

I’ll respond only to say this: If you are experiencing a game bug, it’s always best to post in the Game Bugs forum. Likewise, if you get an error code or experience some other kind of technical support issue, posting in the TS forum is best.

Procop.1579:

thank you astral for response they clearly don’t want us to know the number limit on inractions.

Of course not. That would be like asking a traffic cop “How far above the speed limit can I go before you nail me?”

The numbers are internal. The behavior is yours. Choose wisely and you never will feel the need to ask this question.

Update: 16 October 2013

130928-001107 Resolved
131006-001333 Resolved
131013-001498 Resolved
130830-001244 I have sent an email to follow up on this. I believe this still is an active bug, and we’re very sorry that is is taking a while to get addressed!

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: 16 October 2013

130928-001107 Resolved
131006-001333 Resolved
131013-001498 Resolved
130830-001244 I have sent an email to follow up on this. I believe this still is an active bug, and we’re very sorry that is is taking a while to get addressed!

I’d like to note that I had to flag a few posts for removal. Please pay attention to the guidelines in this post and particularly those about posting “testimonials” for other players. One post please and allow us time to resolve. Thank you for understanding.

You have submitted a ticket, and that is where you will get assistance, not through this forum.

As we have said many times, players are asked to allow the team time to see, much less review, any submitted ticket. Posting immediately upon submission of the ticket is a waste of time for the player and for the staff members involved.

Please do not submit a ticket and then post on the forums. Allow the team time to work on a resolution for the issue. If you need help after three days, post in the Tickets for Review thread. Thank you.

These players are correct. For security reasons, you should contact Support for assistance.

Checking on a hacked account can take a bit of time. I imagine you will hear back very soon. Yes, you’re correct, it’s best not to play until you know if you’re account will be restored, because you will lose progress earned since the compromise event.

And remember, changing your password is good, but doing what these players recommend — checking your computer for malware — is the only thing that will prevent another hack. So do that first, and then, once clear, reset the password again.

This seems clearly to be a Technical Support issue, so I should move it to that forum. However, I’ll try to help.

If you submitted a ticket, you should have received an immediate reply. If you did not, and you’ve checked all the usual suspects, like Junk, Spam, and Deleted, and if you’ve checked all those tabs in Gmail (if you have it), then you might want to submit a new ticket — something I very seldom recommend — and be sure that you begin that ticket by saying you submitted a ticket earlier — give the 12-digit ticket number — and explain that you did not receive a response and wanted to follow up.

Correct. Save Mr. Rytlock in you bank and you’re safe to delete the character. Be sure you move all non-soulbound items to the bank, so you don’t lose anything useful!

I can answer this from a Support perspective, although I realize this question may be related to forum activities instead of in-game infractions. (If this is a forum question, I would suggest you write Forums@Arena.net to ask about it.)

When you get an in-game infraction for something such as bad language, there is an escalating system, so that someone who continues to use bad language in a short period of time may find that his/her time outs increase from a few days to a couple of weeks. For instance, if someone runs up four offensive chat infractions in a month or two, s/he is going to serve quite a lengthy suspension.

But we try to be forgiving — we’re all only human, after all! So if someone gets a single infraction and then gets an additional infraction, say, six months later, that person would have just another single short-term timeout rather than an extended timeout, even though the incident was a second offense. This is because while we retain full records of all infractions over time we also attempt to show flexibility and forgiveness for the occasional, widely-spaced breach.

About those lifetime records: An infraction “rolling off” the suspension list does not mean it completely goes away. Game account history is maintained forever. That is why some accounts are terminated, when the owner may have expected only another short timeout. If, when evaluating a current incident, the team discovers that the player has amassed a excessive number of infractions, the account may be subject to closure.

I’m sure every player understands that forgiveness only reasonably can extend for a certain amount of time before the game community as a whole must be considered, and at some point, the people I call “Members of the Frequent Offender Club” need to leave the community, for the good of the community as a whole.

Jayne.9251:

Just a heads up to anyone else experiencing this, I took the advice of someone in some thread and unticked the “remember password” box and it appears manually typing in your password each time you log in fixes the issue.

I love it when players suggest solutions to problems or share solutions that other have reported as effective. Players helping players = a great thing!

And yes, this suggestion should be helpful to those of you having the issue. I’ll also check around to see if there’s a bug filed on this. But in the meantime, try this suggestion and see if it helps you.

Guesting does not give you access to the guild bank on the world on which you’re guesting. If you access a guild bank, it’s the one that is on your home world. If you left items behind, no worries, but yes, you do need to actively transfer to regain those items, and cannot get them simply through guesting.

Hope that helps!

Brother Grimm.5176:

Only reason I am aware they will rollback (and ONLY once) is if your account get’s hacked.

This is true. I’m sorry, but we cannot offer account restorations (or roll-backs) for anything except compromise/hacking incidents.

Hey, thanks for keeping this on the front page!

~waves Wand of Special Dispensation against the “No Bumping Threads” rules for those who do it for a good cause~

Jayne — your PM was more than welcome, and I appreciate the kind thoughts. I just worry that I’ll miss a pressing issue in the PM box, but the “No PMs” really means “no issue-based PMs so I don’t miss them” and not "Never write me again!! 1 ! "

Good news! The devs made some changes, and those of you experiencing that mysterious “blank screen” when trying to buy gems should find that all is working just fine, now.

If you have other issues, remember that the team is ready, willing, and able to help, and they are as close as clicking this link and filing a ticket through the “Ask a Question” tab!

Hey folks,

The devs made some changes, and those of you experiencing that mysterious “blank screen” when trying to buy gems should find that all is working just fine, now.

If you have other issues, remember that the team is ready, willing, and able to help, and they are as close as clicking this link and filing a ticket through the “Ask a Question” tab!

We are tracking this, but please please remember that we can’t help you via the forums, but by contacting Support by filing a ticket through the “Ask a Question” tab on that linked page you will get the help you need, and those tickets also help us identify any possible issues.

Thanks for doing that!

Is back.4563:

Gaile Gray.6029:

Mikato.6492:

From what I can infer, there is currently a problem with gem purchase and it’s waiting to be fixed?

I am not currently aware of any Gem Store issues that would cause the OP’s problem, but I’m looking into the matter and will go check the actual Gem Store sub-forum.

Dear gaile Gray

u sure about that ? i cant go to the gem store i always get a crash already re installed my game and did some updates :p its this for 2 days already

I checked and we’re not aware of any issues. Having said that, we will take another look. More importantly, for individual cases, what could happen is that someone get’s flagged for a lot of attempts, which is an anti-fraud protection. All you need to do is contact Support by filing a ticket through the “Ask a Question” tab on that linked page and the team will get the card cleared. Alternately, if someone has a lot of purchases, they could hit the limitations on sales, and again, contacting Support will get the cleared.

If you contact Support and get this cleared up, please let us know here? I don’t want to bother the devs if we’re able to get these handled on an individual basis, but only ping that team if there’s a widespread issue.

Just FYI — I’m contacting Sarah to see if there are any new issues. Have those of you who posted in the last couple of days been able to make your purchases?

And please remember — contacting Support by filing a ticket through the “Ask a Question” tab on that linked page is the best way for you to get help, and for us to identify any possible issues.

Thanks.