Guild Wars 2

etxrase.4936:

i might have buried myself deeper into the problem, i asked for help on facebook and someone linked this to me: https://en.support.guildwars2.com/app/ask/ i filled inn the information and when they responded hotmail warned me it was scammers. so i gues i’m kittened at this moment…

Wait a second. Hotmail sent you a warning about a mail form us? Is there any way you can retrieve that email and send it to me?

I think this may have been a little delays because you created multiple tickets. However, I found in ticket 130927-000381 that this has been resolved so you’re good to go.

etxrase.4936:

also got hacke by americans and i am on EU server, texas and california
have done some many sweeps i lost count still cant find anything.

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.

Check your Collectibles and if you need help, please submit a ticket.

I am sorry, but this is not a service that we can offer. That’s why there are multiple confirmations before the deletion. I’m sorry about what happened. Remember, the name is reserved to you for 24 hours, so you might consider making a new character to hold the name on your account, if you care to do so.

Annnndddd…. These replacements are now done!

Anyone who purchased Elonian Wine in the cited period — when the price was unintentionally high due to a bug — has been refunded the difference in the cost of the wine. Please check your in-game mail for your refund, and remember, if you don’t see it, remove some of your mails (with the envelope icon) and pending mails will drop down into your mailbox.

Thanks again for waiting patiently for this distribution. Now, don’t spend all those coins in one place.

Please note: For the latest info about the Black Lion Trading Company and the Trading Post, please visit the BLTC Forum here: https://forum-en.gw2archive.eu/forum/game/bltc

It’s a good suggestion, but it’s no do-able. Anyone can fake any sender name, so no matter what we said was “A-OK” it could then be spoofed and used in a phishing attempt.

The only thing we can suggest is diligence in looking at ALL mails, taking care to really analyze what’s being said and not clicking links unless you’re certain the email is legitimate, and giving a careful review of the mails in all folders when you’re expecting a mail from us, such as a password reset or an authentication email.

I need to refresh this post, since I feel bad with unanswered PMs.

Yes. 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.

Thank you for opening that ticket. I am sure it will be resolved quickly. If not, please post in the Tickets for Review thread above and I’ll take a look after allowing time for the issue to be handled by the team.

Yes, we’d like to help with this, and if it’s a matter of hitting a limitation, we can. Just 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.

mikazuki.8457:

The past few days I have had no trouble logging into the game with the mobile authenticator, nor do i expect problems in the future.
The problem is when I try to log in to the forums. When it asks me for the code, I enter what appears on my mobile, and returns me to the log in page stating I used the wrong password or username. I know this to be untrue though, I know that the problem is with the code and not my credentials.
Since I am using a wi-fi router, which gives a random IP address per connection, there are times when log in does not require a code (IP address already authorized), such as this one.

Additional Info:
I’ve taken it to Support, but they were only quick to reply the first 2 emails.
My PC and mobile time are synced and at most 2 seconds apart.
All legit btw
I’ve read something about it here, and I’ve already used their solution, didn’t work.

Others:
Being unable to log in to the forums is not such a big deal, but I would prefer to have it available at all times.

Do you have a ticket number? I have seen some emails passing by about small issues with access related to authentication. Nothing major, no security issues, but certain elements may be a little wonky. Continue to discuss with Support, but if you want me to check this, please post in the Tickets for Review thread if the issue exceeds 72 hours.

SandraSolace.7682:

Login here is the same as for the game, is he using his email address to log in or his username?
He needs to use his email address.

If that does not work he will need to email support.

Correct. He can contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist. 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.

Shuckies.5760:

Yes thank you! I will have him do this as soon as I get home.

Also I do apologies if I seemed rude before after several attempts and just getting no where and frustrated, sometimes rationality slowly slips away.

No problem at all. We’re here to help!

Smooth Penguin.5294:

Gaile, just to add regarding G-mail. The recent update to the G-mail inbox has my Anet e-mails going to the “Promotions” tab in the main folder. Players should also look there, in addition to Junk/Spam/Deleted.

Point taken. Thank you, I will amend.

Every ticket that Guild Wars Customer Support receives will be sent a response. There are three kinds:

• an auto-response that simply lets you know that we’ve received your initial inquiry and will respond again with more info — these usually go out within a minute or two of your initial inquiry
• an auto-response giving you suggestions on how you could address the issue (and asking you, in some cases, to update the ticket with a note to say the outlined steps did not work, and that you continue to need assistance) — these also come to you within minutes of the ticket’s submittal
• an agent response — these almost always come after the auto-response, and may arrive within a few minutes or, in some cases, a few hours of the initial inquiry

The important thing to know is that Customer Support responds to every ticket and they will continue to do so until an issue is resolved or and outcome is determined.

You may have seen our requests in the past that players who are awaiting a response from our Customer Support Team always check Junk, Spam, and even the Deleted Mail folders. We make this suggestion because occasionally a mail provider will route our responses to those folders instead of sending them to the player’s In-box.

UPDATE: 30 October 2013:

Gmail: Seems to be routing some of our e-mails to the Junk Mail Folder or to one of their other folders/tabs — such as “Promotions.”
Yahoo: Appears to be routing our mails to Spam.
Hotmail: Reportedly is flagging some of our mails as “fraud.” If you can allow them (use caution, of course) that might solve the problem.
Comcast: Has unspecified issues, but I need more details, so of you’re a Comcast e-mail user, please let me know where our mails are going.

We have *confirmed that sometimes, flagging an e-mail from us as “Not spam” will cause more problems than it solves. If you are getting the mails, even if you are getting them in your Spam/Junk folder, at least they’re coming to you and you can retrieve them.

If you made a purchase from us: You will be sent an e-mail for your purchases of gems or other items through the Gem Store or for your purchase of the game from buy.guildwars2.com. If you do not get that mail, please check all the folders you can check — Junk, Spam, and Deleted Mail, Promotions, Social, any other customized folders you have. If you still do not see our mail, please submit a ticket. (Click “Support” above and then “Submit a request” in the upper right-hand corner.)

UPDATE: 19 November 2013:

About Tickets and Not Getting A Response: Generally, if you don’t hear from us, creating another ticket will not help. However, if you’re not getting our responses, you might try contacting Support on a new ticket using a new e-mail provider — preferably not one on the list with known issues. If you do this, please include your previous ticket number(s).

Our Team is working on this issue with the provider we use to send e-mails., and that provider may reach out to the ISPs that creating these issues for our inbound mails. We have no control over their side of the issue, but we hope to work together to solve the problem!

UPDATE: 21 November 2013

Our Community Team asked me to make you aware of something: In light of this e-mail issue, some players are asking for a change in their GW2 Account Name (that’s the e-mail address you use to log in to the game). We’re happy to oblige with making that change, once we go through normal security questions (to make sure we’re helping the account holder and not a would-be thief. ) However, if you have a forum account, your log-in to the forums will remain your old Account Name and responses to any forum-related tickets you may have submitted may go to your former e-mail address. So please check both e-mail accounts for support responses.

UPDATE: 14 March 2014

This issue still is impacting some individuals and may be impacting password reset e-mails. We’re investigating that now. Remember, Gmail users: Check all your tabs, including Updates, Social, Promotions, etc.!

Thank you.

The reason that ticket was closed was because it was a duplicate. That’s standard procedure, to refine the tickets to a single ticket.

The reason the initial ticket (130829-000915) closed (automatically, after some days) was because we didn’t hear back to our request dated 15 September:

“Please provide us the preferred email (which is not linked with Guild Was 1 or Guild Wars 2 account) as you are not getting verification email on the current email.”

Now, if your son didn’t get that email, then he wasn’t able to send in a new email address. So he’s in a bit of a Catch-22. I suggest he do this:

Use an email account NOT associated with Guild Wars or Guild Wars 2. Send an email to Support@GuildWars2.com. Include BOTH ticket numbers above, and say "I’d like to continue getting help with my account through this new email address.

Do be aware that we get fraudulent requests for “account assistance” on an hourly basis, as it’s a common way for people to try to steal another person’s account. So the team is going to need details that establish that your son is the account owner. (I’m not saying he isn’t, but explaining our security measures.)

Does this suggestion make sense to you?

We’ve noticed that a few people are posting here about concerns with the Black Lion Trading Company. Well, the devs are on the case, and one of our producers is keeping the BLTC Forum up to date on the issue.

You’re wecome to post in this thread if you’d like to ask questions.

Note: Both issues are going to be resolved very soon.

We want to help! First, I should tell you that we just learned that Gmail, in particular, is routing our responses to the junk mail folder, so if he’s using Gmail, have him check Junk, Spam, and even Deleted mail.

If you could please give me one of the 12-digit numbers for a ticket, we can look into this for you. It’ll be 13XXXX-XXXXXX and is sometimes called an Incident Number. In the meantime, please do not submit additional tickets, but update the first one you sent, so we can track this issue most accurately.

Great, I’m glad this worked out for you.

Thanks for helping, forum members.

Either of these suggestions — sending an e-mail or using the Support site — is solid. The team will be happy to help you.

Natomi — what is the ticket number? Thank you.

Akeera.7912:

Ya he just turned his internet off to do sweeps etc. He has made a support ticket, and 3 of us who were all online at the time watching this happen have made support tickets too. I hope he gets this issue resolved or we’ll all simply leave the game.

The advice you were given above is accurate: Someone whose account is compromised should contact Support, should do a complete check of his/her system for keyloggers, trojans, and other unsavory malware. Look to the email account, because that is often how hackers get game account information, but if the password was used elsewhere — and many people still foolishly do that — then the hack could be coming from any of those other places. The account owner must be prepared to prove ownership of the account and also be prepared to change passwords on the game and email account.

Now, some advice in general: Please do not submit tickets on behalf of someone else. Once your friend submitted a ticket, he was on his way to prompt and complete assistance. So sending a “Please help my friend” ticket just wastes the time of agents and may actually delay your friend and others from getting prompt and thorough assistance.

I do understand the feeling of urgency, and I do sympathize with the feeling of “We need to do SOMETHING!” But:

1. We cannot discuss an account with anyone except the account holder
2. Once we have a ticket, the agents are on the case, and extra tickets just bog down the system

Thanks for understanding.

I could be mistaken, but Guild Wars 2 has an option to “remember this name” for log-in purposes, but it doesn’t have the option to remember more than one. On the other hand, if you have auto-fill properties turned on through your browser or your computer system, you may get several options for names, but they’d be coming via your computer, not your game account.

Therefore, I’m a little unsure what to advise here, except that you should do a security check, change your password, and install authentication, as explained in one of the following articles:

Mobile Authentication Article

E-mail Authentication Article

Olanth.7403:

I had the exact same issue as you and fixed it by exiting the client and then logging back in.

This is a solid suggestion. Log all the way out of the game and then log back in.

If the problem continues, please submit a ticket. Contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Hey all,

We wanted to update you to let you know that everyone who purchase Elonian Wine at the unintentionally-high (bugged) price will receive a refund of the difference in the next day or two. You do not need to submit or update a support ticket. The team researched every Elonian Wine purchase in the correct timeframe and the coins that make up the difference between the intended and bugged price (depending on how many you purchased, of course) will be sent to you via the in-game mail system.

Enjoy! (And thanks for your patience while we made this right.)

I am so sorry this is happening. The team is usually very prompt to answer, so I believe they’ll get him in soon!

Yes, please. He can contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

They will need info, so suggest he reads this post and provides as many suggested details as possible to expedite the ticket.

Fixed now. Go download! Yaay!

We are able to restore an account, but the guild bank is not, technically speaking, part of your account. It’s completely outside your actual account and we do not have the tools to restore guild banks. I am sorry that you were inconvenienced by this, but we simply are not able to offer that service at this time.

The fix is finished and they’ll roll it out really soon.

Thanks for your continued patience!

Incidentally, this is not a discussion or general chat forum. This forum is designed very expressly for account issues, not off topic commentary about which nations host the biggest users of foul language. If you intend to help someone, keep your comments directed and topical, please, and include links to referenced official posts, whenever possible.

Thank you.

Sagarath.5371:

Alright, today, while fighting Tequatl, I said, quite a few times when I died, things like “kittening hell” and “This is bullkitten” in rage at my constant deaths. Several hours later (btw I was still logged in on the game for the duration of that time) without any warning whatsoever I was immediately disconnected and when I tried to log back in it gave me the error message “Your Guild Wars 2 account has been suspended for inappropriate language. Access will be restored in approximately 167 hour(s).” I don’t see how a small amount of swearing is enough to merit a ban for an entire week, especially considering that this is my first ever ban and it’s an immediate 7 days. A ban from public chat makes sense but a ban from playing the entire game for 7 days without any warning is completely ridiculous.

As explained in the Conduct Breaches and Outcomes document, there is an escalating suspension system. You had incidents of foul language twice in 5 days. That is why your suspension is longer with the second infraction.

Some of your cursing was directed at others; some was general cursing. But in either case, dropping the F-bomb (not to mention several other “choice words”) in All Chat is not acceptable. Please do not send an appeal, for it will be declined.

Thank you so much for these reports. A dev has already coded a fix, and it will roll out as soon as possible.

We appreciate your support of our game and look forward to getting you into Tyria as quickly as we can!

I agree. 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.

Yes, thanks for sharing that tip, Rayner Elazar. (And thank you both for your support of our game!)

If you still need help, go ahead and 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.

Yes, the search feature is broken, and we regret it. Taking a peek at a page or two of the index is helpful, but we do want to get Search back!

Including a link is very helpful, and helps players find the information they need, and conserves staff time for other responses.

Gix.8943:

My frustrated friend has pretty much resorted to spamming. So, could you please look it up and finish the ticket so that he could stop bothering me? Thanks in advance.
NO.130914-000094

I’m sorry for that delay! I have pinged the team and it is back on one of the agent’s “to do” lists now.

Greens Daily Ritual.9025:

The account was given back to me, as it should have been.

No, it was given to you in error, an error that was explained and rectified some time ago. Through more than twenty five (25!) support responses across multiple tickets, and after a full response to a BBB complaint as well (and I just updated that an hour ago), we have tried to explain that although you purchased the account, you gave it to another individual who registered and played on it. The registrant is the account owner, no you. This is not your account and we will not give it to you; we will not give you a new serial code; we will not issue a refund for a year-old account.

In your most recent contact, you made rude and threatening comments — and not for the first time. You bought the account, gave it to someone, and are now attempting to reclaim it, as is he. That is not the way things work and due to the complex claims and counterclaims — all of which have some degree of merit but none of which is conclusive — the account has been terminated. This matter truly is closed.

Condas.7056:

Gaile Gray.6029:

Update: 20 September 2013
130904-001404 Followed up today

If you are saying they replied to my ticket today, you are mistaken.

Last response is still 09/11/2013 08:07 PM, just about 9 days ago. I refreshed, logged out, etc.

No, sorry if that was unclear. That means I followed up with the team on that day to try to move the ticket along. I looked again and the ticket is in active status and I saw an email about it. I believe you will have an answer within the next 24 hours, probably sooner. It has taken a while and we apologize. The ticket was reassigned and as I said, should be fully resolved very soon.

favo.3619:

hi dev, i still have the email issue for my second account, “random.6250”, cant log in

If you cannot access the game, 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.

So all is well with the issue that started the thread, and I’ll close it out now.

calla.9684:

It is seperate accounts, not characters. But after a game relaunch it seems to have corrected itself. Thanks.

Thanks for updating to let us know all was well.

Glad that sorted out for you. Thanks for updating to let us know.

Ellys.9301:

It’s like 1 hour i’m trying to log into the game, i’ve received the confirmation email only once in this hour, and when i tried to use the link, he told me “Bad Request”. Any way i can resolve all this and log in?

Edit. Just received the second email, with the time of 1 hour ago, so it’s one of the first attempt i’ve done that arrive only now

Can you tell me the time stamp on that email, and time zone? I’m trying to determine if there is an issue on the part of our e-mail provider.

Thanks.

I’m glad we could get you back on your account. As to how and why, a weak password, or a password used in other places that may have been compromised, is the most common cause of a hack. If you are confident your computer and e-mail are secure, you should be fine with that (complex, unique) password reset.

YoniSL.6325:

Hello,

At the launch of guildwars2 my friend, like many others, got hacked by some Chinese guy.
Since then he keeps retrieving his account and get’s hacked a few weeks later which is getting annoying as hell.

Now he finally set up an authenticator to be sure to kick that guy out (who is now botting from the USA).

One problem, we can’t kick the guy out. He just keeps on going, which raises some questions.

Why doesn’t the guy get kicked out completely?, as in just about the same effect as an alt+f4 exit.

My friend will make a ticket again, but I am just getting quite annoyed about the fact that people can’t seem to kick people from their accounts. Banning the ips doesn’t seem like an option either which could be really handy.

I would suggest an option for the users to ban ip-ranges or just block every ip except for the one they use.

tl;dr; Why can’t we kick people out completely, perhaps even a 5min ip ban afterwards.

-YoniSL

When you friend logs in to his GW2 account, he does kick the other player off the account. He then can change the account’s credentials and hopefully prevent further issues. However, it sounds to me as if your friend may be compromised in other ways, such as through his e-mail account or via a keylogger.

The way for him to get help is to continue to work with Support on this, privately and individually, through his ticket. If he still needs help after three days, go ahead and make a post — including the 12-digit support ticket number — in the Tickets for Review thread.

Best of luck — I hope this will be resolved very quickly.

(And yes, the IP from Texas is a known situation, where one of our log-in servers is adding an access IP to your account. No need for worries, it’s us. )

Contact Support by filing 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.