Guild Wars 2

I think there are two things going on:

The first can be answered if you bought Elonian Wine during a few days in September. Find info in this thread: https://forum-en.gw2archive.eu/forum/support/bugs/Elonian-Wine-Known-Issue/first If the gold came from Customer Support, that likely explains its delivery.

Secondly, the email you received is not related and is a phishing attempt. Info here: https://forum-en.gw2archive.eu/forum/info/news/E-mail-from-ArenaNet/first#post1807866

Bump to keep this visible for everyone.

HenleyLegoMan.4987:

~snip~

My concern though is that while I am almost 100% sure that I was reported by another player, were the chat logs checked?

Yes, you can have confidence that the chat logs were reviewed. Not only were they reviewed, they are saved onto account notes so that I easily could find them. Which I did.

You insulted someone. You directed the comment towards a person by name. And you used several offensive words in your comments.

No amount of reports for something that didn’t happen will result in action on an account. No amount of private contrivance to “get a player banned” will result in a termination. Reports are the core of our ability to suspend or terminate accounts, with cause, but cause must be and always will be found. Reports do not equal action. Bad behavior equals action.

And if we make an error, we will reverse it, but in this case, as you agree, no error was made and the suspension was entirely appropriate.

If you reported the players who were involved in this incident, I am confident they, too, would have been actioned. The name is being reviewed even as I write.

No worries, BG. I do understand the concern, and I’ve noticed that my email thread has a lot of devs responding, so the team truly is looking into this. I think they’ll find one of a few solutions, but we definitely do want to get this addressed!

Shrimp Burgre.9527:

It says my account was suspended for inappropriate language,

but I believe I should at least be informed on what language I used was inappropriate.

Moreover I have no memory of using any inappropriate language recently.

I had no quarrel or conflict with any player recently.

This forum is not going to provide you with the information you seek. You may contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

It is true that saying a bad word does not always result in an instant suspension. Sometimes the case is reported and escalated for review. Sometimes the incident comes in through a ticket (not a good way to report chat violations, but it happens) and that requires the retrieval of game logs, all of which takes time.

Saying “I didn’t say anything wrong” in the last hour, even the last day, is not a defense. And as forum and ticket history will show, nearly 100% of the people who claim they didn’t use offensive language… did.

Kamahil.3271:

Same thing happened to a friend and I.

I got terminated though. We were doing the new dungeon.

We do not terminate for offensive language, except in extraordinary cases. I’m sure your in-game message makes it clear that your account termination was not related to chat.

Hellsing.4590:

~snip~ I refuse to change that name until I hear from a representative.

And we refuse to allow you to play on characters with offensive names. How’s that for a showdown, hmmm?

All joking aside, you may appeal the name blocks, and on a very rare occasion, they are reversed. But consider this: Every offensive name you use makes you subject to possible suspension. You didn’t mention if you were subject to a suspension this time. Maybe you just got the rename requirements without a single minute of suspension. If so, great!

But you need to read this and really take it on board:

The team has done you a favor — yes, a favor! — by reviewing your account and flagging all offensive names. You can change them all, or you can stop playing on them, but you can do that either without penalty or with a single suspension. Would you prefer to have two, three, even four separate suspensions for the names that cross the line? Consider: the Naming Policy applies to you, as it does to everyone else. You may not agree with it, but at the end of the day, the decisions made by the team, even after a review, will likely be upheld on at least some of your chosen names.

Even if one name is released, even if two names are released — and I highly doubt that will happen — having a single name-changing episode is to your benefit.

Please note this post, which is one of many that outlines the way this forum works.

You need to take on board that “submit-and-post” is not acceptable. Please allow the team time to review what is undoubtedly a complex issue. We always respond immediately, and an agent will respond personally when the review is done.

If it is a character name, then if the owner of the copyright contacts us, we will take action. Otherwise, it’s acceptable.

syfro.6873:

My username is: [[redacted for security purposes]]
and i dont want to get in trouble by having a name/lawsuit or whatever funky things the company has been doing.
Am i safe?

Your display name is syfro.6873. That can be seen in the game, just as your character names can be seen. Your user name — which we call your Account Name which is made up of an email address that you use to access the game and forums — is invisible to other players.

I have redacted the name so that others don’t see it on the forums. The name, alone, is not a security risk, because someone would need the full name@emailaddress to access your account, but I removed it just to be safe.

Short answer: This isn’t something we would take action on, it’s fine.

Laserath.9760:

Wouldn’t it be useful to have these actions combined into 1. I can’t think of a use case where I would want to communicate with someone I just reported for gold selling (or really any reportable offense).

No. Two functions allows you to configure things as you desire, where someone else who may not wish to block anyone, or may want to see if that person continues his/her nefarious activities, may actually want to leave the account unblocked.

Two steps = more allowed customization.

Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

And because this sort of situation can touch on account security, you may wish to check The “How to Submit a Ticket” post so you can provide the needed info to expedite your ticket.

Snapdragyn.1238:

And of course as soon as you submit a ticket, it’s ’here’s an email w/ a program to download & run, btw you have to disconnect your router & do this, that, & the other to run it’.

Kitten that. Your gem store is broken. I submitted the details I have, & I shouldn’t have to transform into a tech wiz just to ask a simple question. If it takes that much, you don’t really need my money that badly anyway.

If you got that message, it was because you chose “Technical Support” a the reason for your ticket. You are correct — there is absolutely no reason to download and run a program. Anyone having an issue of this nature – for instance, cannot buy gems — should choose “General Billing Issue” and then the right team will get your ticket and you will not be asked to download the program that is intended for Technical Support issues.

I have been trying to get that “General Billing Issue” changed to “General Purchase Issue” for months, and I believe that will be changing very soon, so it will be clearer to everyone, “Hey, I was trying to purchase something, this is the reason I should choose” (rather than TS).

Thanks for giving me the opportunity to explain all this.

Well, for goodness sake!

Sometimes folks get that message when they’ve had a few failures, but I know that Support can help you, and it won’t take long for them to do so. If you’d submit a ticket or email Support@GuildWars2.com, they’ll get the straightened out for you!

Brother Grimm.5176:

Can someone at ANet either fix this or at least added a sticky to this forum about this? At least have the page display the connection as (ANet forums (this site)) so it’s less likely for customers to freak out about it.

There are at least 3-5 topics per day on this issue.

You’ll be happy to know that I actually sent an email about this about an hour ago. Yes, this is not ideal, and we should fix it.

We are thankful for everyone’s patience with this, and are particularly grateful to those of you who are — despite the aggravating lack of a forum search engine! -- taking the time to find a relevant post and share it with others. Links help, so thank you!

The Dallas connection point on your list is ok. We have a data center in Dallas through which log-in activities can take place, for the game or for the forums. So seeing Dallas on the list isn’t a cause for alarm and you will note that you don’t get an email that asks you about this connection. (If I got such an email I’d be inclined to NOT accept it, personally.)

Thanks for your understanding as we go through the process of determining how to correct the issue and then schedule the coding that will fix it.

The comments above are correct. Account action is not always immediate. A report has to be reviewed and the incident confirmed, and that means someone could use offensive language and get suspended a few hours later. The suspended player may submit a ticket to inquire about this.

I am sure this ticket will be answered very soon. If you do need a follow up, please allow three days before posting in the Tickets for Review thread.

I endorse the messages above. We respond to all tickets, and give a high priority to those involving issues such as you have described. (No one wants to be double charged, and if that happens — and that is rare thank goodness — we want to fix it post haste!)

Please check for the mails, and post in the Tickets for Review thread if you still need assistance.

etxrase.4936:

“130928-001107 Agent responded on 9/28 to ask for more information. Please respond at your convenience.”
-Gaile Gray

I did respond about 6 hours after i got asked for more information on my email. As i have stated; my computer is complety clean ATM i have done 4 scans with diffrent programs and i got nothing. I also changed password on my gw2 acount, hotmail (even though i see no sign of them logging in there) and every other user i have logged on to since the hack and before. I did also download the mobile app to increase security so ATM i just want to get my profile back as it was so i can start playing again.

They havent been on my user since that night they hacked me except from something in TX which i hear is a bug

thank you in advance
-Aksel

I have asked someone to take a look. I’m sorry for the confusion, I believed that you had been asked a question about authentication and had not responded. Thanks for the update and someone will respond to that ticket as soon as possible.

(And yes, the TX location is fine — it’s one of our data centers.)

Mozliwe.2509:

130907-000659

I updated with the information necessary to clear my name from the exploit I was accused of abusing. If you double check all the crafting log, TP log and mail log you should see everything is collaborate with each other. I didn’t use any bug and exploit to gain unintended benefits. I will rent lawyer for this case, I do believe that my account has been closed unreasonably.

Similar problem had Flash.6912 “Ticket #130907-000104”

Sincerely, Heliotrop

You updated, yes. But after a review by a fraud and security investigator, the explanation was not found to have merit and the account will remain closed.

hector.2891:

Gaile Gray.6029:

Update: 1 October 2013

130924-001129 Resolved. As explained on 25 September, the code already was registered and the item can be found on your account.

I don’t understand why you say this is resolved, i didnt give any code info still, i didnt receive any PM and i don’t have the ítem ingame :S. Also i can’t find “25 September update”. Explain me or contact me on what to do please. Thank you!

I asked an agent about this, and he said the code was already registered on your account. Therefore, you already received the item through registering the code. If you cannot find it, please update your ticket to ask for more assistance. (But first, check all your storage spots, including Collectibles).

The Only Exception.7430:

Astral Projections.7320:

Post in this thread here for the ANet staff, Gaile, to look at it. Be sure to include your ticket number.

thanks a lot, will do.

Please note the title of that post and the information about its purpose: Tickets for Review — 3 days and older. Support needs to be allowed time to work through a situation before someone pursues it via another means. The forums are not intended for a follow-up on current tickets. The one you referenced is only one day old. Please do not post in that thread, or anywhere else, until the ticket is three days old, that is, on October 4th.

Thank you for understanding.

ShiningSquirrel.3751:

Right click on his name, select report then gold selling.
Right click on his name and select block.

The first process sends us report, and often we can act within minutes if you do that. Posting on the forums about this is a completely ineffective; it will not get someone into the game to deal with the spammer; only in-game reports are effective. Please submit an in-game report so we can weed out these obnoxious spammers!

The second process allows you to block his chat so you don’t need to see it again.

The team is not going to be able to provide you with the details that you have sought. The account was reinstated, and as long as there are no issues in the future, you’ll be just fine.

Update: 1 October 2013

130904-001404 Resolved
130914-000094  Resolved
130927-000385 Resolved. (Duplicate of 130927-000381)
120829-004216; 120915-003511 Resolved. Agent will send you the items in question.
130907-000104 Resolved. If you want to discuss an account restoration, please update your ticket
130924-000225 Resolved, but an agent sent a message to you on 9/25 that you should read.
130914-000605 Resolved. The agent will follow up with you to get things finalized.
130924-001129 Resolved. As explained on 25 September, the code already was registered and the item can be found on your account.
130915-002498 Agent responded 9/30. Please respond and this will be processed.
120915-003511 I followed up on this today. The reason you did not get a response is that you did not update your ticket, as is required (and explained) in the response.
130914-000398 I followed up on this today and we hope to update this ticket soon.
130822-001261 I followed up on this today and we hope to update this ticket soon.
130924-001825 I followed up on this today and we hope to update this ticket soon.
130928-001107 Agent responded on 9/28 to ask for more information. Please respond at your convenience.
130907-000659 The data and your explanation were reviewed, but the account will remain closed.

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: 1 October 2013

130904-001404 Resolved
130914-000094  Resolved
130927-000385 Resolved. (Duplicate of 130927-000381)
120829-004216; 120915-003511 Resolved. Agent will send you the items in question.
130907-000104 Resolved. If you want to discuss an account restoration, please update your ticket
130924-000225 Resolved, but an agent sent a message to you on 9/25 that you should read.
130914-000605 Resolved. The agent will follow up with you to get things finalized.
130924-001129 Resolved. As explained on 25 September, the code already was registered and the item can be found on your account.
130915-002498 Agent responded 9/30. Please respond and this will be processed.
120915-003511 I followed up on this today. The reason you did not get a response is that you did not update your ticket, as is required (and explained) in the response.
130914-000398 I followed up on this today and we hope to update this ticket soon.
130822-001261 I followed up on this today and we hope to update this ticket soon.
130924-001825 I followed up on this today and we hope to update this ticket soon.
130928-001107 Agent responded on 9/28 to ask for more information. Please respond at your convenience.
130907-000659 The data and your explanation were reviewed, but the account will remain closed.

The Only Exception.7430:

[Incident: 131001-000826] sorry don’t really know what section i should post this here in the forums. the support team replied and said this is beyond what they do, so i was wondering if GM’s would be the ones to approach on this? thanks a lot in advance!

This thread is for posts that have been in the system for three days or longer. This ticket is just a few hours old. However, I have read the ticket and I can confirm that we are not able to award achievement points. While we understand and sympathize with your situation, I can only state again that we cannot assist you with your request.

The devs looked at a few accounts in this thread, and it appears the attempts were made before the fix, and in one case, the CC number was invalid.

About the “approval fail” thing: That is the system saying “Hold on, maybe that’s not a valid purchase attempt” and a block to prevent misuse of your card. If you’ve tried to purchase and have failed, you should know that several attempts in a single day will cause a security block. Support will need to help you by whitelisting your account. I know that’s a bit of a nuisance, but it really only takes a few minutes. Could you please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

I’m glad you could make that purchase, Snapdragyn. This thread has been flagged for the devs, because we believe the issue is resolved and yet, if someone of you are having issues, we want to continue to keep an eye on things.

Thanks for posting; I’ll continue to track this.

Ok, guys — so I can be clear: You are not experiencing the “parse error” that occurred earlier, but you are not able to purchase gems?

What sort of message are you getting at this time?

Hey all: This thread about Elonian Wine may be informative.

I wanted to bump this thread in case players had question about getting in-game coins from Customer Support.

Hey there, forum members! I’m trying to make the first post in this thread pretty comprehensive. I have notes about Gmail and Hotmail having filtering issues with our mails.

Have you experienced issues with other providers? If so, please post the details so I can amend the thread to include potential issues with additional providers.

Thanks.

NiloyBardhan.9170:

Inculpatus cedo.9234:

NiloyBardhan.9170:

Hello,

After logging in today, I received 1g28s from GW2 Customer Service and it states it “has my replacement currency”. TBH, I really have no clue about this.

@Anet: Can you throw some light on this?

Thank you

Picture is attached.

Did you ever buy Elonian wine? CS returned gold to those that bought it when the price was bugged.

Yes, I did buy Elonian wine (when it was 51s20c). I think they should’ve mentioned it in the letter itself.
Anyways, Thank you Anet for compensating us

This thread can be closed now.

I did post about this bug and refund in the Bugs Forum, but I realize that not everyone was even aware of the bug, and would not necessarily have looked in that forum for an answer to “What’s the source of this coin windfall?”

I think you’ve given us valid feedback, and I appreciate your comment. If we can customize such messages in the future, we will do so.

And of course if you still need help, please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

The Name and Word filter is put in place and upheld by our community and our company as a means for players to try to protect themselves from offensive language. It’s existence, for those who do not observe our Rules of Conduct or our User Agreement, is not a line of defense to protect against administrative action taken on the account of the person who is in breach of these binding rules or agreements.

As I have said many hundreds of times on these forums, as the official position of ArenaNet: The Word and Name Filter is not a license to swear. Let’s put it this way: You may have guarantees that protect your freedom of speech as afforded by your national government. That guarantee does not give you the right to yell “fire” in a crowded theatre, or to verbally abuse a person in a public setting. In our game, the existence of a filter does not give you license to use offensive, racist, sexually explicit, or verbally abusive language in our game.

I am glad that you have “owned up” to your indiscretion. Few do, and I admire your honesty. I hope you will, in turn, understand our position, which we adopt and enforce in service to our community as a whole and to every player within it.

For further information, please see our Rules of Conduct, Naming Policy, and User Agreement on this link: https://www.guildwars2.com/en/legal/

I feel sure the team can help you. Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

Please please report these accounts. They often will be blocked within minutes if you do so!

gange.4890:

when i log in, one of my pgs is completely naked and when i try to log into the game this message comes out: : Disconnected another client has connected to Guild Wars 2 using this account. please try again later.
is someone stealing my stuff ? what can i do? my friends are telling me that they see me online

Please contact Support as quickly as possible 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.

Thanks a lot for the update! I’m glad you were able to get everything, and thank you for your support of our game!

I think you should just contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They 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.

A forum post today mentioned that Hotmail had flagged a legitimate email from ArenaNet as “spam.” I am trying to figure out if he got a notice or just found the mail in the Spam folder. But the point of my posting is to let you know that this issue is not solely related to Gmail, and other email providers may also be flagging our valid emails incorrectly, or may be sorting mails into undesired folders.

So… when you’re expecting a mail, please check any possible folder!

Feel free to check out our A Note about Phishing thread above, for more information.

If you need help with this, 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.

We can make this right, no worries! Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page so that they can 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 agree that it would be best for 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.

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 great that your wife is going to be getting in to the game! Unfortunately, CS doesn’t have access to trial account passwords, so a reset isn’t possible. She will need to create a new account, but I hope that won’t dissaude her from coming on board. Most trial participants prefer to start at the beginning to get the whole “real game experience.”

I also believe the difference is due to fees. Please check the wiki to learn more about TP fees.

What is the ticket number?

etxrase.4936:

ok, ill try to do that, ill run some scans then get restoration. what kinda bugs me is how Anet allows this website to stay online

We cannot police the Internet. We know of such sites, and we all wish we could close them, but we’re not able to do so. In some countries, we can get the assistance of the government to bar sites that are trafficking in in-game items. Some countries pretend to enforce international copyright, but do nothing about Real-Money Trading.

So the short answer is: We do not “allow” them to exist, but cannot force their closure.