Guild Wars 2

We cannot replace scammed items, but we do want to hear about people who engage in scamming so that, once we’ve reviewed and confirmed, we can give them the time-out or the termination they so richly have earned.

I have never heard of such a glitch, and really cannot see how it could be possible. I’d suggest that this may be human error, where two players know each other’s credentials and logged into the wrong account to see that account’s contact list and assume it belongs to the other account.

You have one installation of Guild Wars 2 on the computer, but two unique accounts with completely different data. Just as characters don’t appear on someone else’s account, the contact list wouldn’t either.

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.

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.

Hello. Our email provider for the authentication emails had an outage this morning (Pacific time). The issue resolved about 9:30 AM Pacific.

Could you please try again and let us know if you’re still having issues? Thank you.

We are always looking at better ways to help players, and we give each petition a careful review with the hopes that we can help the player and, basically, fulfill his or her request. We develop policies and then carefully review them on an on-going basis to ensure we are giving our players the best service possible.

Sometimes we can’t do what a player asks, but when that is the case, there is a logical reason for it. One example is the player whose account security is lacking, who asks us for a second account restoration. Some might say “Eh, just do it!” but others wisely will realize that doing multiple restorations (especially in a short period of time) is a bad thing to do. It can impact the game economy, and it even can be “played” through intentional, planned “hacking” with the hopes of getting a bunch of free stuff.

We have to be very careful to whom we offer a restoration, we only offer restorations for a proven compromise involving an unknown third party (and not "I made a mistake, please roll me back), and we can’t get on the “Restoration Merry-Go-Round” by offering multiples.

Hope that makes sense but…

TL;dr: We try to help everyone, and we review our decisions to ensure that we help as many as possible.

You are welcome. And thank you for the larger context; I understand the situation better now. Honestly, my first reaction, as a player, would be to report and depart. I’d be off that world and probably that TS server as soon as my little timer allowed it, and I suspect that’s what you intend. In the meantime, we as a company will review the reports and although I hope there isn’t a further incident, we will be watchful for it.

About the reporting system. In my ideal world — both as a player and as a dev — a player would be able to tell us a great deal from within the game. But implementing a system that allows a larger amount of input might be — and I speculate here — both difficult and costly in dev resources and perhaps in game operations themselves. I do not know if an expanded system would result in latency issues, but I do think it might overburden the servers, if on a world map a number of people are inputting large ticket-size amounts of text about everything from misbehavior to offensive names to bug reports. (I will ask a programmer and hope they don’t laugh at the silliness of my speculation there.

The good news is that even a brief report gets to the on-the-spot observers, and from what I’ve seen it’s not often that people who engage in offensive behavior or chat get by with it for any extended period, or even for the one time. If someone gets an undeserved and accidental skip after Report A (because, as you suggest, the observer may not be clear on the nature of the issue ) I’m pretty confident that Report B will reveal that they not only offended in that instance, but were also noted for a possible infraction earlier. The agent will review the aggregate reports — not the numbers, but the details (to prevent “report griefing”) — and will take the appropriate action. Sometimes that action comes within minutes. Sometimes is comes even a day or two later. Don’t worry, the agent isn’t mulling over that one report for a couple of days. But as I said, aggregation of data may result in action which, to the offending player, seems entirely random.

So the player writes (or posts on these forums) to say “I have no idea what I did!” Not that I would ever be skeptical ~ahem~ but one might speculate that ninety percent of the time they know full well what they did, chapter and verse. The remaining ten percent may not associate “that really horrible racist thing I said yesterday” with “the infraction that I earned today.” We let them know, uphold the suspension, and carry on. Or, in the rare case of an error, we immediately reinstate and apologize.

I’m glad you got the apology, and I truly hope your experiences improve in the future.

You’ve submitted a ticket and asked for a review in the same day, but I know you’ve already been told this and needn’t hear it again.

What the agent told you in the ticket is accurate: the team can very swiftly address the issues you reported (such as verbal abuse) if you will report it from in the game. We have agents monitoring such reports 24/7/365, and the report/review process is much faster if you’ll use the in-game system.

Saying generic statements in a ticket such as “this morning [somebody did something]” is less easy to research. This morning what time zone? What if that’s another date because of time zones? What server? Are you sure you spelled all names accurately? What was your character name at the time? (Some of these you answered, I’m making general comments here.)

I know you’re unhappy that all the players you reported were not actioned, but according to what you wrote, at least one player was suspended. I’m intrigued that you were able to say “one player was banned for 72 hours.” How do you know that? I don’t see it in the ticket.

As the agent assured you, if they can prove unacceptable behavior, they will take action. Don’t assume that nothing happened just because you’re not told the outcome. And again, if you will avail yourself of the in-game report system, the team will be able to efficiently and quickly remove all offenders in a similar situation.

Please give it another try and by all means, if you need help, feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

I believe there is a trial event coming soon. Details will be posted!

Oh and btw, I can see that a second agent gave you solid advice about this, which is good. I’ll follow up on that first response.

Update: I discussed this with the team and here’s some info: When a new IP address accesses an account and e-mail authentication is enabled, the log-in attempt is blocked and an e-mail is sent to the address to ask the owner if he or she wants to allow access from that network or not. The player can allow or block, but there’s a checkbox near the bottom right that says, “Remember this Network” so that future log-in attempts from the same IP address will not cause the player to receive an e-mail and instead immediately will allow access to the account from that “remembered” IP. Since the player is clicking the link in the e-mail, the “remembering” comment is referencing the IP address that just tried to access the account.

Which means you were not given a good reply, and we will do our best to make sure that doesn’t happen again.

Thank you for pointing it out. If you have any concerns about your acccount, for instance, if you’re worried about security in light of this, feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I believe you declined to accept that shady IP, in which case you’re fine. Still, if you got that email you should change your password and consider changing your log-in address (Account Name) if you desire. Support can help you with either or both.

I also am confused about the response you received. I would have said straight out that your best option is “Deny access” in this case, because you knew it wasn’t you trying to log in from China.

I’m checking to see what our intentions are with the verbiage you were sent, because we may be able to make it clearer or perhaps someone misspoke in adding a line that wasn’t appropriate. For instance, perhaps there were two options: "Do not accept this access request (aka “deny access”)" and then maybe it’s “remember my network” so you don’t authenticate my own network in the future. I just don’t think that’s it, though, so that’s why I’m checking.

Anyway, if a player gets one of these emails and feels that if there’s any doubt, just Deny Access!" The other day, I got an authentication request from a city quite a distance away. I accepted it. Why? Because I had just tried to log in and I knew the authentication email was coming and because I know my provider uses a variety of IPs that don’t always mirror my exact location.

If you weren’t trying to access, or you were in the game when the email arrived, deny!

As stated several days ago, account restorations are for compromised (hacked) accounts only. If you’d like to discuss suggestions for how dyes work, please feel free to post in the Suggestions Forum. Thanks.

Update: 20 September 2013

130903-000476 Resolved
130914-000662 Resolved
130907-000374 Resolved
130907-002434 Resolved
130910-000360 Resolved
130911-000317 Resolved
130911-001705 Resolved
130912-001114 Resolved
130908-002273 Awaiting reply from you. I appears you were going to update on 9/13
130904-001404 Followed up today
130907-000104 Followed up today
130907-000297 Final response given 9/16
130907-000659 Final response given 9/13
130904-000132 Final response sent today
130914-000094 Response sent today; please review and follow the steps outlined
130917-000380 Responded 9/17 — I believe that may have resolved the issue?
130917-001447  Under review

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: 20 September 2013

130903-000476 Resolved
130914-000662 Resolved
130907-000374 Resolved
130907-002434 Resolved
130910-000360 Resolved
130911-000317 Resolved
130911-001705 Resolved
130912-001114 Resolved
130908-002273 Awaiting reply from you. I appears you were going to update on 9/13
130904-001404 Followed up today
130907-000104 Followed up today
130907-000297 Final response given 9/16
130907-000659 Final response given 9/13
130904-000132 Final response sent today
130914-000094 Response sent today; please review and follow the steps outlined
130917-000380 Responded 9/17 — I believe that may have resolved the issue?
130917-001447  Under review

Dyra.7624:

I solved my problem with email authentication may help others. I would try to logon and it would go to “waiting for authentication” it said to check my email. My email had a link for authentication, but when I clicked on it IE would pop up a page with tab “HTTP 400 Bad Request”. I reset my password, and turned off firewall settings to no avail. What worked was I installed another browser (I used Opera) and copied the link into that browsers address bar (since IE was default it would just open that again) and it worked. I am back in the game.

Interesting problem solving, and thank you for sharing this idea with others. I see no harm from pasting the URL into a different browser, and in fact I’ve had to do that for other situations, so that’s a great suggestion.

melin skyland.7563:

i still dont get any email with a authentication request, i checked my spam folder and blocked emails, hope you guys can fix it.

Please try the suggestion in above and if that fails to help, please then contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

gregschlueter.6394:

I sent a email to Arenanet telling them someone from an IP address in china tried to log into my account. Was asking if there was a way they can block that IP from there servers because they have to be using a program to hack so I am most likely not the only one they hit. I was clear in my wording and even said that that was not me. what I was sent in return was this.

Hello,

Thank you for contacting Guild Wars 2 Support Team.

When you receive an e-mail indicating that someone is attempting to log in to your account, you can Allow Access, Deny Access, or Remember this Network.

- If you choose Deny Access, access to your account will be blocked.
- If you choose Allow Access, access will be granted on a one-time basis.
- If you choose Remember this Network, you will receive an e-mail only when a log-in attempt is made from a new IP address.

So, please choose Remember this Network and click on the check box.

They are telling me to let the hacker in? Do they not read the emails they get?
Had I not known better I may have done that.

So can they block an IP? I can really care less about my account here I don’t play it and have no plans to again was just trying to help other gamers that do value there GW2 account.

Please ask to have your ticket reviewed by a supervisor, and please provide me with the 12-digit ticket number here. I’d like to review this situation.

Altone Argith.5129:

Mistakenly bought 6 Bank tabs and can not use 2 of them (tells me maximum number of bank tabs) and the items are sitting in my backpack useless.

Is there anyway I can get refunded my gems for the 2 in my pack I can’t use and could something be done to prevent people from buying account items they can no longer use?

Normally we cannot refund for account upgrades because we don’t have a means to remove the upgrade. (We can’t take away storage tabs, for instance.) However, in this case, I would encourage you to go ahead and submit a ticket (“Support” above, and then “Ask a question” on the support page.

Three chat strings. Four curse words. And all directed at other players, too. You cannot be unaware of your language, and the fact that we offer a tool that players can use to try to block offensive language does not mean that offensive language is A-Ok. It is not, as explained in the UA and the RoC.

Serve your time-out and please make better choices in the future.

The e-mail provider let us know just before Midnight last night (18 September) that they have resolved the issue that was negatively impacting their transmittal of our authentication e-mails. They report “Currently, new messages are processing at normal rates.”

If you received a delayed auth e-mail yesterday, I suggest you try again now, and let us know if you do not receive the e-mail in a timely manner. We then will knock some heads together and... ~cough~ We then will inform our provider that they need to turn their continued attention to the issue.

Are either of you having trouble with e-mail authentication specifically? I’m trying to determine of two issues I’ve read about in the last hour are related at all.

We became aware around 5:00 PM Pacific time that the email provider that handles our authentication emails has experienced delivery issues today. Our IT Team is on the case and the company is naturally focusing on getting this fixed ASAP.

You do not need to submit a ticket for this because it is system-wide and we’re aware of the issue. I would suggest that you may want to wait a bit and try again. Again, apologies for this inconvenience; we hope to have it resolved very quickly.

Please note: Submitting a report in the game does not result in a support ticket. You will not receive a response to an in-game report. I cannot tell, but if you have not done so, please submit a ticket through the Support button at the top of this page, and then choose “Ask a Question” to get into the ticket system.

However if you did submit an actual ticket, please be aware that certain email providers consider our mails “junk” and filter them accordingly. Check Spam, Junk, and even the trash bin to see if perhaps the mail went there. We always send a response to a ticket submission, so I believe this issue may be on the receiving end. Thank you.

tolunart.2095:

Except that some rare dyes are pretty cheap and some uncommon dyes are expensive. The point is that no matter what system they use, someone is going to be kittened because either the expensive dye they bought isn’t “rare enough” for confirmation, or the cheap dye they bought is.

Look at salvaging, it was a pain to salvage greens because you had to go through extra clicks so most people vendored them. Now that there’s a point to it they removed the confirmation because players aren’t going to sit there and salvage 10,000 greens while clicking “yes” every time. Someone is going to salvage something by mistake because of it, but for the majority it makes the process easier.

I agree with this, and that is the difficulty of trying to flag “rare” or “expensive” or “don’t let me use this by mistake!”

mercury ranique.2170:

Go to your browsers settings. You can log in here and it is the same password. in the settings or history you can find the password.
If that doesnt help then :
1: click ‘support’ on top of this page
2: ‘ask a question’

Try to answer as many questions as you can and support will help you get back in.

This is correct. I would choose “Log-in Issues” in the drop-down menu as the reason for your ticket. The team will help you, but will need to verify your ownership of the account, so please provide as much information as you can in the initial form.

You are welcome to submit a ticket if you would like an agent to look at the history, but you can do that as well, right? Have you checked your IP history to see if an unknown IP logged into your account?

You need to continue to work with Support; there’s nothing we can do about this through the forums. Game logs are enormous. That is why the team is asking you to narrow down the time period in which you had the mail. To do otherwise is to dedicate a support agent to hours and hours of log-reviews, and I’m sure you can appreciate that that is not a reasonable proposition. Too, many times when the research is conducted, the team finds that the player was mistaken and that he did not have the item, or that he had another item, or it was on another account, or he forgot he sent it to a friend or sold it on the Trading Post, or something of that nature.

So please forgive the repeated requests for a time period, but otherwise, looking for this mail is like “looking for a needle in a haystack” and crawling through potentially months of game logs for the account is not a practical means of research.

Thank you for understanding.

callanrocks.4218:

So there isn’t any confirmation button for a fairly expensive item like this?

Some things become so instinctive you don’t remember how they work. I don’t think there is a confirmation for the use of dyes, no, but rather that they have a double-click-to-use functionality.

I believe it would be nearly impossible to set a bar for the “expensive” dyes and require confirmation, because the value of the dyes rises and falls (and the determination of what should be in that category is pretty subjective). Developing a way to require confirmation for a certain type of dye, and then leave the “common” dyes without a confirmation, seems a challenging design task. The alternative is that each and every dye would require a double click and then a confirmation, and that seems undesirable.

I have heard of this from time to time, and I’d suggest a ticket if it continues. The team may be able to advise you on how to eliminate the unneeded emails.

You appear to 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. Posting here will not get you the immediate service you seem to seek or expect. But you will be helped, and appropriately, as soon as the team can do so.

The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.

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

When this happens, it’s commonly found that the user’s email address has been compromised, or that the player has used the same password on different accounts.

Support just received the current ticket, so please give them time to address the issue with your roommate.

We have taken action when we have been able to ascertain that a guild name is offensive in a particular language, even when that language is not one of the four that is officially supported within the game. Each would be reviewed on a case-by-case basis, of course.

If you provide the exact names (with correct spelling) and the translation in a support ticket, the team will take a look. I cannot make a promise that every one will be addressed as you would like, but they will be reviewed and action will be taken when appropriate.

Lithril Ashwalker.6230:

Gaile Gray.6028:

Lithril Ashwalker.6230:

do not even mention selling in game items/codes on ebay or elsewhere, do not mention buying it online or charging gold or in game items for the code…it is a breach of the EULA and before anyone says “its allowed” confer to a dev/support because people selling Aion Wing codes in gw1 were terminated/suspended and the items removed from account/inventory nulling the entire trade.

People sell codes. And people, daily, get ripped off by buying them. If you think a GW2 Team member talking about that is a bad thing, I’d argue it’s a good thing to make it clear that:

• You should not purchase codes from third parties
• If you do, Support is extremely unlikely to be able to help you.

I hope you understand my comments better in that context.

so…you could say Gaile, that purchasing in game gold or items is just as bad -_- it IS against the EULA, you could please clarify that.
people in a specific guild i know are doing it, inbox me.

I don’t think it’s required for me to “clarify” a policy that is well known. I feel quite sure that everyone knows that buying in-game gold or items for real world money is completely disallowed.

I responded to your concerns earlier, but at this point , as I explained here – https://forum-en.gw2archive.eu/forum/support/account/Private-Messages-A-Personal-Request/first#post2402428 – I do not have the bandwidth to accept personally infraction reports. Please do not assume that means I don’t care, it simply means that I have many other tasks and there are better ways for you to report this. I suggest you use the Ask a Question tab on the support page, linked above, and report to the team who can investigate your report.

The team is making progress on this, and a lot of players already have noticed the issue they experienced has been resolved. A few more people are in the queue, and they will be taken care of as quickly as the processing can be done.

No timeframe here, but just assurance that most are resolved and the rest will be as quickly as possible!

The team definitely can try to help, and it appears to me that the info he does have may lead to a satisfactory outcome, so DO have him submit a ticket!

Lithril Ashwalker.6230:

do not even mention selling in game items/codes on ebay or elsewhere, do not mention buying it online or charging gold or in game items for the code…it is a breach of the EULA and before anyone says “its allowed” confer to a dev/support because people selling Aion Wing codes in gw1 were terminated/suspended and the items removed from account/inventory nulling the entire trade.

People sell codes. And people, daily, get ripped off by buying them. If you think a GW2 Team member talking about that is a bad thing, I’d argue it’s a good thing to make it clear that:

• You should not purchase codes from third parties
• If you do, Support is extremely unlikely to be able to help you.

I hope you understand my comments better in that context.

I’ve looked at the ticket, and you only informed Support of your concerns about the roll-back date a couple of hours ago. Please give them time to review your ticket and respond to you. First, because only they can answer the question and second, because no one on the forum would be able to answer why that date was chosen.

I understand you’re a little confused or perhaps even upset, but please allow the team to answer you.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to look into the reported names and make a judgment about whether they fall outside our Naming Policy.

Thanks for asking!

Because it helps other players if I make things clear in these situations, I’m going to do so here:

• This thread was posted a few hours after a ticket was submitted, therefore not allowing the team to sort out the issue through the ticket. As we ask on a daily basis, please do not submit a ticket and immediately post on the forums.
• No forum member can tell you what name was deemed offensive; that is something you will learn only through discussions with an agent or, after three days, by posting in the Tickets for Review Thread in which case I may be able to enlighten you. But again, that’s after three days, not immediately.
• And in your case, you should not have been blocked at all; the name was not offensive. Further, you should not have been suspended for a first-time offense.
• Everything was corrected and you’re good to go now, with apologies for the error.

So glad that the team was able to help. Thank you for taking the time to send a note — we all appreciate that!

Remember, for many incoming contacts, “Those are not the droi… emails you are looking for.” ‘) There’s a world of difference between what you’re seeking and what you’re getting, right? Familiarize yourself with how the authentication mail looks, and look at it very critically. Then, simply delete those that are not identical to the authentication mail or that arrive when you have not requested a log-in that would send the auth email. If you’re not sure, check the A Note About Phishing thread to make sure you’re not taken in by a phishing attempt.

Does that make sense to you? Hope so!

Please do read through the “A Note about Phishing” thread before posting, as you’ll find 99% of the emails asked about are on that thread. Set you mind at ease with a quick review of our “sample” phishing emails.

Thanks.

I really 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 would really appreciate it if those of you who are having this issue would kindly submit a support ticket through the “Ask a Question” tab on that linked page. We want to know more about this and analyze if there’s a widespread issue. If not, we can help you individually. Danke!

selan.8354:

oops nvw just found the other topic about it
https://forum-en.gw2archive.eu/forum/support/account/My-recent-connections/first#post2846022

Oh good, you saw that. Yep, no worries, but I am glad that folks are being so observant and careful!

Yes, to echo what you have read here, Support and and will help 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.

robert.3475:

support fixed my problem thank all of you

Thanks for letting us know you are ok now. (It’s really nice to post a follow-up!)

Hope you love Elona, and watch for those #%*& sand critters outside Kamadan.

Hey folks, no worries. There are several routes through which you go to access the game or the forums, and I’m told the forum sometimes throws an access IP from Texas, but that’s you… or us… or you talking with us on the forums. So it’s all good.

Folks, if you are having a problem, please DO contact Support. In most cases, they will be able to help you, so don’t hesitate to submit a ticket. (When I say “most cases” naturally they could not help you if you happened to buy a bogus code from an unscrupulous third party, but I’m sure none of you did that, so file that ticket! )

mercury ranique.2170:

ok, there are two important things to do to get this back on track.
a: Ask your brother to close the second ticket, that will only delay things.
b: Ask him to update the original ticket, he can respond to it by explaining it didn’t work and saying the error message.

If he waited for longer then 72 hours to a response to his first ticket, I would advise to post the ticketnumber in the sticky thread.

This is all exactly correct. Thanks, MR.