Guild Wars 2

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.

This is really an easy process, but right now, you need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They then can raise the spending limit for you. I am sorry for the inconvenience, but this is something the team does on a regular basis and it’s usually a very quick process.

Silvercyclone.1462:

Well I just got my answer from Anet and apparently it’s against their moral rules to give back items even if its from an in-game bug. My guess is I just haven’t purchased enough gems for me to get on their list of exceptions.

Support will always try to help. If you were declined (and I don’t have a ticket number so I can’t review this situation) it’s because the team could not establish that you had the items. We get a whole lot of people who say they had such-and-such, but records show they destroyed it, gave it away, traded it, sold it, or just never had it.

Our goal is to help every player, when helping is reasonable and possible.

BladeDancer.1752:

ticket #131011-001563

what’s this really? how do I confirm identity? game login + credit card info + authenticator not enough now I need to confirm by customer support?

pls help me with this.

I see that you got a response and the purchase restrictions were lifted, so you’re good to go with that purchase.

Thanks for your support of our game!

Hi there. One of the beauties of Guild Wars and Guild Wars 2 is that you can play from anywhere in the world, as long as you have a computer (with sufficient system specs) and an Internet connection. If you have authentication set up (and I hope you do) simply accept the new system and you’re good to go.

I actually have the game client installed on four computers, and I just log in on whatever system is handy or whichever one I prefer to play on that time. (Of course, if it’s been a while, I need to update, but that doesn’t take long, so no biggie.)

Anyway, thanks for asking, and yes, what you’re suggesting is perfectly fine!

First, that was a suspension — a temporary time out — and not a ban (termination of the account on a permanent basis).

I looked up your account, and I’m afraid it’s pretty clear that the infraction was well deserved. In addition, the reason you have a longer suspension than most players in a similar situation is because you’ve run up a number of infractions:

10 Sept Bad Language – 3 strings, 3 nasty words
28 Sept Bad Language – 2 strings; 2 nasty words
11 Oct Racial Slurs

If this were a case of a single “slip of the tongue” on a spotless account, we might see things differently. But with a history of offensive language — 3 infractions in a month! — the team must uphold our policies and the suspension cannot be lifted or abbreviated.

When you transfer, you transfer as an individual, an account holder. You do not/cannot transfer a guild. Your guild achievements, wealth, and attainments are all on your home world. You can transfer back now or at any time and have all that you worked for, just as you can now make more attainments and acquire more wealth to keep on a new home world. This system is designed to allow guilds more options.

I’m sorry that it was not clear to you, but yes, sometimes (often) you do need to ask questions before you make a decision and the information is available in several places.

Update: 11 October 2013

130907-000104 Resolved. According to the ticket, you found your missing gold and all is well.
130924-001129 Resolved.
130924-001825 Resolved.
130819-002241 You clearly are not getting our responses. Could you please update your ticket and give us an alternative email address, so we can resolve this for you?
130928-001107 An agent responded on 28 September; please update to answer the questions. If you are not getting emails, please log into your Support Account to update.
131006-000058 One of our leads responded today. We’re very sorry for this delay and getting this resolved is a top priority.
131002-000909 Awaiting review. Apologies for the extra time.
131006-000046 Awaiting review. Apologies for the extra time.
131002-001961 Awaiting review. Apologies for the extra time.
131003-000497 Awaiting review. Apologies for the extra time.
131009-001186 The team has provided their final answer. They are not able to help in this situation.

We have had a longer delay in addressing some tickets, and we apologize for the extra time that is being taken in reviewing the appeals. Please know that we will be staffing up as of Monday and hope to have these sorted out very soon. Thanks for your understanding.

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: 11 October 2013

130907-000104 Resolved. According to the ticket, you found your missing gold and all is well.
130924-001129 Resolved.
130924-001825 Resolved.
130819-002241 You clearly are not getting our responses. Could you please update your ticket and give us an alternative email address, so we can resolve this for you?
130928-001107 An agent responded on 28 September; please update to answer the questions. If you are not getting emails, please log into your Support Account to update.
131006-000058 One of our leads responded today. We’re very sorry for this delay and getting this resolved is a top priority.
131002-000909 Awaiting review. Apologies for the extra time.
131006-000046 Awaiting review. Apologies for the extra time.
131002-001961 Awaiting review. Apologies for the extra time.
131003-000497 Awaiting review. Apologies for the extra time.
131009-001186 The team has provided their final answer. They are not able to help in this situation.

We have had a longer delay in addressing some tickets, and we apologize for the extra time that is being taken in reviewing the appeals. Please know that we will be staffing up as of Monday and hope to have these sorted out very soon. Thanks for your understanding.

We are going to get this fixed very soon. It’s harmless, but we know it’s alarming.

As prrviously mentioned, if you are willing, you can delete your characters and transfer for free, as long as the world has space. The 7-day cool-down period does apply, but that’s a way to save on the world transfer fee.

General info here: http://wiki.guildwars2.com/wiki/World But note the short-term “free transfer offer” is not displayed on these pages.

This isn’t something new. Games in 1998 were doing the same. I know, because I had computer overheating issues and I was disco’d quite a lot. And, there was the time I got so excited playing a SC match that I kicked the restart button.

As mentioned previously, it’s not possible for us to detect accidental from intentional disconnects. If we want to reduce the number of players who disconnect to avoid a loss — and I believe that for the good for the game as a whole we do want to reduce the number — then I can’t see any way around this. Sorry!

We will not require a character name to help your friend. If he has his serial code and the user name (log-in email address) the team can help him.

Please have him contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him. For tips on what information he should 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 suggest you use the name of the month, so 4 October 2013, not 4/10 or 10/4 or anything of that sort. Numerics are confusing for those of us on both sides of “The Pond,” so it’s always best to use the name of the month.

However, we can often detect when an account was compromised. While it may appear that it’s not reasonable to go back months to capture the correct restoration point, in some cases that is exactly what we need to do. For example, someone steps away from the game for a few months. They are hacked immediately afterwards and their account is used to bot, deliver gold, whatever. When the legitimate account owner contacts us — sometimes because they find their account is terminated due to the RMT’s activities — they say “I last played in April” and we see the last legitimate access was in April and that everything afterwards was cheated.

So it’s not completely outside the realm of possibility that a player may be “rolled back” that is, the account restored, to some months ago, in cases the the player was inactive on the account. Just wanted to include this as a bit of info that may be useful to others.

I’m glad things are going ok for you now. Thanks for posting the update.

I see that a work-around that functioned yesterday seems to not work today. I’m going to move this thread to Tech Support so that those who are gathering info on this issue can see this thread, as well.

Inculpatus cedo.9234:

Medium – Free
High – 800
Very High – 1800

They probably should have included the price of transferring to a Very High population server, just to make sure there was no confusion.

Let’s be clear. This is the precise and full announcement of this sale:

Until the day before the inaugural World vs. World Season, we’re reducing the prices for moving to a new home server! Transfers to a Medium population world are free, and moving to a High population server has been discounted to just 800 gems – but only until October 17!

You can transfer worlds using the World Selection button on your character selection screen.

How is this unclear? Do you think it should have said “there is no sale for the very high servers?” If so, why? It’s clear enough, I think in what it says, which equates to the following:

Medium = Part of the special — free
High = Part of the special — 800 (reduced cost)
Very High = NOT part of the special, so the normal cost (which happens to be 1800 gems)

Don’t worry about supplying every bit of info, just continue to discuss with Support. They will respond, so if you don’t see any response, check your Spam and Junk Mail folders. If you still don’t see anything and it’s been three days or more, post in the Tickets for Review sticky thread and I’ll take a look.

If the store is busy, it can take a bit of time for an item to arrive. Also, yes, a full mailbox can prevent the mail from coming until you removed the excess mails and get your number under 10. (Look for the envelope graphic — that’s the type we’re talking about.)

If you don’t have your item after 24 hours, and if you’re below 10/10 (and remember, it shows 10/10 even if you have 50 of 10, so you need to get below 10/10 for reals) then 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.

Omaru.4067:

yes i got those upon making my character, but the items were not in my inventory the 2nd day playing and i ended up remaking my character. i bought the game this week and was wondering if this is a known issue?

As far as I know, there are no issues with the Heroic chest or any of the items within it. Please feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will review your situation and help, if possible.

We are looking into a way to either flag that as safe or not have it display, because we do know it causes concerns.

And my fellow team member posted my article showing “who gets what, and from which version of the game” so it should be clearer what game benefits are derived from the upgrades.

Hope this is helpful!

https://en.support.guildwars2.com/app/answers/detail/a_id/9055

Rajani Isa.6294:

Errant Venture.9371:

Gaile Gray.6029:

Thedenofsin.7340:

Gaile, can you clarify a little on this rule? I can’t find anything in the Rules of Conduct (https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/) or at the top of this forum which states raffles are disallowed in-game. I can’t even find language which closely resembles it.

50/50 raffles are a great and fun way for guilds to build up their bank.

Please describe a 50/50 raffle to me. Thanks.

Players would submit gold to the player running the raffle. The winner of the raffle would get 50% of the total gold (in the form of gems) while the organizers would keep the other 50% of the gold

Popular fundraiser technique. Only requires tickets and a coffee can or two when done in the real world.

I’ve seen it done in RL, yes. In fact, I attended an event this month where they did a 50/50. But when I have seen it, it’s always for a charity, not for personal gain. (The one in which I participated this month was for cancer research.) That doesn’t seem to be the case in the one’s mentioned here — it’s not “one’s favorite charity” but “one’s wallet,” I surmise?

Boom.6148:

I remember /roll

But the true best was:
/paper
/rock
/scissors

So true, my friend, so true.

The problem is that historically, raffles and other forms of gambling have been rife with issues: scamming, lack of fulfillment, items not as advertised, cheating, etc.

We had what we thought was a harmless mini-game in Guild Wars (original) when it released, but it was so abused, and so many players were scammed or cheated through it, that we removed it from the game. (This was the /roll option, for those of you who were around back then.)

It’s a given that CS won’t get involved in a Gentleman’s Agreement. I am currently discussing where we are on raffles. I believed we were “policy against” but perhaps it was more “strongly discouraged” because of all the potential and sadly often-realized ugly side effects, such as non-fulfillment, host running off with the gold/goods, false advertising (swapping a less-valuable item for the offered prize, straight-up cheating, etc.

More on this later.

Thedenofsin.7340:

Gaile, can you clarify a little on this rule? I can’t find anything in the Rules of Conduct (https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/) or at the top of this forum which states raffles are disallowed in-game. I can’t even find language which closely resembles it.

50/50 raffles are a great and fun way for guilds to build up their bank.

Please describe a 50/50 raffle to me. Thanks.

I know you’re trying to help your friend, and I totally understand that he isn’t able to purchase for himself right now. However, allowing anyone — including your sainted Aunt Bessie — to play on any of your accounts is a huge risk, particularly when the accounts are linked.

Your personal security practices may be excellent. The person who shares your account may not be similarly careful, may even share with a third person you don’t know, may have a keylogger on his computer, etc., etc.

If you’re getting authentication requests from remote locations, the someone, somewhere, knows your credentials. I strongly encourage you to change your password, express your regrets to your friend, and explain that account sharing is putting your accounts — yes, both accounts — in jeopardy and that you need to stop his access of the account.

I feel sure that he will understand, and perhaps he can ask his parents for a loan, offer to work around the house for the cost of the game, or put GW and/or GW2 on a birthday or Christmas wish list.

Again, I do understand your instincts are to be generous, but you really are taking a great risk, and I think you should protect your accounts.

I note this was posted on October 5th. If you’re still having this issue, 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, please read this post.

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

Arson.1439:

Hi, I have a question about the game trial and purchasing the game. I have a few friends that are going to give the game trial a try. If they purchase the game afterward, can they simply upgrade their account and keep their progress, or do they have to restart?

I know you generally get to keep progress in most MMOs, but I’d like to give them the correct answer. Please only answer if you know for sure. Thank you.

Yes, they can purchase from within the game and keep all they’ve attained. Alternately, they can add a serial code through the account management page — https://account.guildwars2.com/account — and be on their way to continued glory.

Erath.4762:

Thanks for having responded.
actually, i bought the wine, so can i trust to accept this money?

the other e-mail i found i deleted it.

thanks again!

Yes, please keep the coins with our blessings!

Astral Projections.7320:

If you were able to send off a ticket then that should be good enough. Just wait and see if you get a response back. You should at least get an acknowledgement within 24 hours.

There is a limit on gem purchases. They may have to manually raise the limit for you.

This is correct. I am sure the team will respond quickly; perhaps they have done so already! They’ll be able to sort this out for you. Thanks for your patience and we apologize for the difficulty.

I’m sorry you are having the difficulty. The team should be able to help you very soon. In fact perhaps they already have! Thank you for your patience — we’ll get this sorted for you!

I understand your concerns and have forwarded them. There may not be anything to report at this point, but I wanted you to know the input was noted! Thanks.

Ultimately, you are responsible for the security of your account. In this case, you left your account open and accessible by others. We do not restore account in these situations but only for true compromise or “hack” incidents involving unknown third parties. You’re expected to show a reasonable amount of protective security, and because establishing the legitimacy of “known ‘hacker’ incidents” is nearly impossible, we have to take a firm stance against such situations.

You are not being singled out. The same policy applies to friends, roommates, family members, etc. It is not exclusive to people within your household but could involve a friend, guild member, etc.

The point is, we have to ensure that each restoration is appropriate and that the need is fully legitimate.

The above looks pretty comprehensive, but here’s an article on the Knowledge Base as well: https://en.support.guildwars2.com/app/answers/detail/a_id/9048/kw/upgrade

The advice here is sound. If he is still having difficulty, I really encourage him to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to help.

That ticket was probably ultimately be escalated to me, so let me answer here.

Some player-run giveaways are great. I can remember one of our radio stations doing giveaways of donated miniatures in Guild Wars. That event was very well received and I don’t recall a single player complaint about it.

But player-run giveaways can have negative outcomes. And in some cases they are disallowed. For instance, players are not allowed to hold “raffles” where everyone chips in XX and then one person (random drawing, whoever guesses closest to a number, etc.) wins an in-game item, gem card, whatever. The reason they are disallowed is because so many times someone ends up shorted or scammed. The item isn’t delivered; isn’t as advertised, is a used code, etc. We can’t inject ourselves into such situations, and so we simply disallow such activities.

If you’re doing a straight giveaway, with no required contribution on the part of others, that should be fine. For instance, a guild leader might purchase a gem card and have a random drawing amongst the guild members to pick a winner. That’s perfectly fine. Although again, fulfillment is something we can’t enforce, so if the winner were to come and say “I was promised a gem card and it never got delivered” we would ask that he sort it out with the person who made the promise and would not get in the middle of the transfer/transaction.

yeosel.7902:

My wife wants to play again but we cant remember her password and the reset password requires her serial code which we dont have anymore cause it was just an email and has been lost do to hard drive crash.

We cant seem to find any way to contact support via phone or chat and the one email we got was week later saying thanks how was our support?

Please ask her to submit a ticket to Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist her. (She will need to write; we cannot assist through someone else’s request.)

Thanks.

Checking into this so that hopefully we can correct it and not require a ticket. At this point in time, directly contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

BlueMoony.7685:

Yes and yes. So I can safely delete the character and make a new one with the same name and I won’t lose any of the special stuff I got with the Deluxe Edition?

Is there somebody like an admin that can confirm that I will get my stuff? Aah, I just want to make sure I didn’t throw away money…

The concern I have here is you said “the special stuff I got with the DE.” Once you log in, and you did say you played for two hours, the distribution has been made. So does this mean you have received the items in the game? If so, the soulbound items are one-time-only, and you won’t get a second.

I’ve written a whole new KB article about this but it isn’t localized and published yet. You should be sure to NOT pick up the soulbound items, but only open them on the character you wish to use them. Let me dig up my article and see if I can find more to share.

BlueMoony.7685:

Yes and yes. So I can safely delete the character and make a new one with the same name and I won’t lose any of the special stuff I got with the Deluxe Edition?

Is there somebody like an admin that can confirm that I will get my stuff? Aah, I just want to make sure I didn’t throw away money…

Let me post in a second with some info.

Epic Ruin.8947:

It doesn’t help that the support system has a separate kitten logon.

That will change in the future. Someday soon you will not need a support account, and access will be easier. We’re always looking for ways to improve, and requiring you to have 11 different accounts is definitely an area in which we can make a change for the better!

I’m concerned about what you’ve written, Bubi! From my understanding, we were reviewing bot reports regularly and taking action once the bottiness was confirmed. I may be mistaken, but I am firing off an email just now to see what our process is, and how we can improve it.

Thank you for your continued reports and for your patience. I’ve also posted in the Bot Hot Spots thread so that people know it’s also alive and ready for their reports.

I’m going to check with our Security guy about the more recent reports of bots. From what I can see, you folks are giving these a careful assessment and yet the bots remain in the game for long periods of time. I will verify that our processes are functioning properly and that we are taking out the bots at a reasonable level and as promptly as we can.

Thanks for your continued diligence!

Submit a ticket and choose Technical Support from the drop down. They can help with access and get you into the right queue for help with your email change later.

I suggest that because the name is perhaps not in one of our four supported languages, you would do best to report the name via ticket. Thank you!

Astral Projections.7320:

Unfortunately, no. At this time there is no way to promote or change the leadership. You now have 1 real choice. That is to make another guild and keep the other as a secondary guild, maybe for storage only.

It’s possible that at some time they will put in the Guild Wars 1 feature where leaders are replaced if inactive for a specified period of time but it is unknown when or if they will do this.

In the future you may wish to have a second person as a co-leader, so this can’t happen. Of course this can come with its own set of problems if people quarrel.

This is accurate.

I believe this is the anti-RMT-spammer safeguard. You should be fine on PMs soon.

We’re very sorry. The Gem Store had issues off and on for a couple of days. I believe they all are resolved now. If you could kindly try again, I do think your purchase will process properly.

Our apologies for this inconvenience!

To contact Support, file a ticket through the “Ask a Question” tab on that linked page.
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.

Alternately, you can use the email address: Support@GuildWars2.com. (The advantage of using the online system is that you can review your support history at any time.)

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.