Guild Wars 2

We cannot remove character slots, it’s that simple. It’s like buying a car with air conditioning. The upgrade isn’t removeable. I am sorry that you purchased too many, but there isn’t a way for us to remove them, and therefore we obviously cannot offer you a refund.

We do have a confirmation process in place to prevent unintended purchases, as mentioned above. And I’m pretty there there’s a warning about not clicking multiple times. I’m sorry if you ended up with more than you intended.

Please, do not submit a ticket and immediately create a forum thread. Allow the team time to respond to your request.

Please submit a ticket and the team will help you with this.

This thread is locked. If you have submitted a ticket — and I stand corrected, I see that you did — then surely you will be helped as soon as possible. If an error was made, it will be corrected. But tossing out accusations, insults to the intelligence of staff, and “How dare you”s isn’t productive, and is in fact disallowed by the Forum Code of Conduct.

If you continue to need help after three days — and only after three days and not before — you may post in the Tickets for Review thread, providing your ticket number. Until then, please be patient and allow this to be resolved properly.

Edited: The OP did not make threats of legal action — that came from someone else (although a reference to “my mother the attorney” certainly directed the comments that followed). The point is, a submitted ticket is good and it will be addressed very soon indeed.

We received a new question about this, so I’m bumping to the front.

Alex Mercer.1753:

Greetings

I logged into the game today and everything was working fine, I lost connection once but thought nothing of it because it happens sometimes when my internet poops out.. Anyways I got disconnected and when I attempted to relog I got a message that said :I’ve been suspended for 71 hour(s). I’m very confused to this only because I was fine to play 2 days ago, and for the past 2 days I haven’t played since I was over at a friends. And it actually aggravates me because I don’t say things that are out of line, and I know what I can and cannot say. Not to mention I haven’t played for the two days before I was suspended.. I love this game with a passion but I do not understand this at all, Because of the main reason in options it lists Curse Filter Which will block things if you do not wish to see them. (I’m not saying I say anything, because I don’t) It’s just I do not understand this at all.

-Thank you for your time
Please respond

ONE MORE TIME: The Name and Word Filter is not a license to swear. We have it in place so players can try to protect themselves from offensive language, but having it in the game does not mean that you can breach the UA or the RoC.

You used offensive language — oh yes, you did! -- and earned yourself a time out.

In the future, be more respectful of other players and resist the impulse to swear. The game will be a better place for your restraint, and you will not need to serve a suspension if you use good judgment. Thank you for understanding.

Update: 10 September 2013

130814-002128 Resolved
130816-000393 Resolved
130903-002480 Resolved
130906-000669; 130907-001953 Resolved in Ticket 130907-001953
130905-001893 Responded today
130901-002888 Responded today
130902-000442 Final answer 9/07
130831-002144 Account overship verification needed; please respond to the ticket
130904-001402 Account involved in disallowed activities and was not hacked. Request denied.
130907-000104 Under review
130907-000131 Under review
130907-000297 Under review
130907-000374 Under review
130902-000562 Account is in ownership dispute; it will be reviewed and resolved as quickly as possible.

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 necessrry. 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: 10 September 2013

130814-002128 Resolved
130816-000393 Resolved
130903-002480 Resolved
130906-000669; 130907-001953 Resolved in Ticket 130907-001953
130905-001893 Responded today
130901-002888 Responded today
130902-000442 Final answer 9/07
130831-002144 Account overship verification needed; please respond to the ticket
130904-001402 Account involved in disallowed activities and was not hacked. Request denied.
130907-000104 Under review
130907-000131 Under review
130907-000297 Under review
130907-000374 Under review
130902-000562 Account is in ownership dispute; it will be reviewed and resolved as quickly as possible.

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.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Alternately, you can simply update your old ticket (where you requested the change) and mention this problem. They should be able to assist you.

Each account is separate and multiple accounts cannot be linked or merged. You can use the same downloaded content, but you would need to log out and log in to the separate accounts, with different serial codes, etc. The only linking would be between a Guild Wars and Guild Wars 2 account.

I hope that answers your question.

It sounds to me as if someone with access to the guild build queues cancelled the builds. You may need to speak with your officers or those with access to find out how/why they were cancelled.

Your friend 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.

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 he still needs help after three days, you may feel free to post on his behalf in the Tickets for Review thread, which is at the top of this Account Support sub-forum. It is highly unlikely you will need to do so, as these issues are generally fully resolved in far less than 72 hours.

We cannot correct this situation via a forum post. Please have your friend 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 to provide in a ticket — mostly intended for security reasons to establish that he owns the account — please ask him to read this post and provide as many suggested details as possible to expedite the ticket.

Please direct your question to Community@Arena.net and a member of that team will review the request. Thank you.

If you need help, please do 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.

Please do not speculate, and post as “fact,” your theories about how things work. That’s really not fair to anyone!

Suffice to say, we monitor what goes on in the game and take action on fraudulent and unacceptable activities, such as gold deliveries from an RMT. And occasionally — more rarely than the forums may lead you to believe — a mistake is made. However, errors are quickly set right with a ticket to the team. After all, we want you to play the game and we want to correct any errors that we make!

But yes, you can trade and go about your business! And know that if something odd does happen, we have agents on duty, 24/7/365, and if that should happen, we’ll get things sorted ASAP!

Your hacked account was dealt with back in May. In August, this account was involved in exploitation of the game. If you were not involved in those episodes, then the team will help get this sorted.

If you would like this reviewed, please post in the Tickets for Review thread above. However, I note that the account holder has been advised to discuss this matter with PayPal, and he said that he is doing so, as of yesterday, so it may be premature to post as this may be ironed out in the ticket.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you.

For input 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.

Our policy is clear, and is cited repeatedly in the forums. There was an error on your account and you will be reinstated in a couple of minutes. However, that would have been addressed through the ticket that you submitted.

So again I ask forum members: Please do not post a forum thread when you have submitted a ticket, but allow the team to answer before posting unnecessarily.

There really is no mechanism for reporting this. We often hear about these cases when someone sells off saved mats, or uses the combined gold to make a purchase for a personal character. In other words, we hear about it when the sharing fails. And, as pointed out, there’s nothing we can do to solve the problem when it lies between two people willingly sharing an account.

So you could submit a ticket if you wish, but quite honestly it won’t be a priority to investigate. Fact is, we’ll probably hear about it at some point anyway, since these things so often blow up.

Glad to hear this all sorted out for you. Thanks for letting us know.

Yes, the account was suspended for an offensive name. And yes, the name was sufficiently offensive that it will remain censored. But first offenses should not result in a suspension and I am investigating why your account was suspended, when I can find no trace of a previous offense. I will be back in just a short time to answer this in more detail.

As MR suggests, it’s nearly impossible for this to be a game bug, but do feel free to 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.

I think the fastest way for you to get this resolved is to have someone take a peek at the accounts and set you up with a workable password. So 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.

Confirming — we DO want your reports, so we can smite them to kingdom co… so we can take care of the issue.

Mundo — I want to give you a big KUDOS for being so honest. I think a lot of folks would have seen that, thought “Windfall!” and not thought that maybe something was not-so-good with accepting it.

You’re a gem!

Smooth Penguin.5294:

I would leave the Gold in the mail as is (not returned and not accepted), and immediately contact the Anet Support Team. If this other account was indeed being used to funnel RMT Gold, your account runs the risk for a perma ban. It will appear that you were the one who made the transaction, and that is not good.

Let Anet tell you what to do with the mail. If they tell you to delete it, do so. If they say keep it, then it’s ok to keep.

Yes, please DO contact Support! It would be a help to remove what appears from this info to be a gold delivery agent!

Inculpatus cedo.9234:

Unfortunately, guild banks and/or all influence stays on the world in which they were created. Only your personal account items (such as your account bank) transfer with you. Even those in a cross-server guild can not access the guild bank on any server but their own home world (which they have to create and build up themselves).

From the Official GW2 Wiki: If you move your account to another world, the guild vault will not transfer with you (IE. Guild vaults are restricted to the world where they were created).

http://wiki.guildwars2.com/wiki/Guild_Bank

This is as intended, so that guilds can amass benefits on multiple worlds, should they wish to do so. More info here: http://wiki.guildwars2.com/wiki/Guild_Bank

Death Aggro.9602:

Any word yet Gaile?

If this happened to you, and it wasn’t a trivial amount of boost, you could submit a ticket. I personally would think an hour or three is not worth the ticket, but if you lost more than a dozen hours, it may be worthwhile to write.

Hope that helps!

For something like 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.

I think you’ll find the info you seek in our Content Terms of Use document.

While I understand your interest in this, it’s not appropriate to make a second thread. It’s not appropriate to post a follow up in the forum instead of in the “Tickets for Review” thread. It’s not appropriate to update the ticket but take up forum space to also plead the case.

Your girlfriend updated today, quoting me liberally in her update. Please do not continue to misuse the forums for this matter. Discuss in the ticket. And at the core, it appears from a cursory review of the ticket that she was not able to prove ownership of the account, so hacked or not hacked, cheated or not cheated, at the core we need to be sure we’re assisting the account’s owner. Have her review the questions and provide enough information to make it clear this is her account. Everything else is secondary.

Ashlar.2519:

I doubt you will get the answer you are looking for, as I doubt that ArenaNet is going to give you information that could possibly lead to what their detection methods for illegal third-party programs are. If that information gets known, it could allow the producers of those programs re-engineer them so as to avoid detection better.

Exactly.

Sabotage — you are free to update the ticket — or have the account owner do so, as appropriate — to ask your questions, but we’re not going to provide that information here and quite honestly, by the time it’s gone through so many reviews, we are quite sure that the person whose account was terminated knows exactly what caused that termination, and is asking for unacceptable reasons. I truly understand why this question would be asked in a case of a false positive, but if I remember this correctly, the case was received many times and the data just didn’t show room for question. In fact, in most cases I’ve seen, the data is very clear and very conclusive.

Please note: Writing from just any random email address can cause security concerns. You will need to verify your ownership of the account, so for tips on what information to provide in a ticket please read this post and provide as many suggested details as possible to expedite the ticket.

Review: 5 September 2013

130807-002617 Resolved
130830-000272 Resolved
130829-000332  Resolved
130826-002489 Resolved
130830-002231 Resolved
130831-000011 Resolved
130624-002583 Resolved
130827-000961 Resolved
130818-001058 Resolved
130901-002357  Resolved
130831-002544  Resolved
130831-002144 Final response sent 9/05
130811-002521 As the agent asked on 12 August, we need you to update your ticket if the items are still missing.
130830-001244 Known issue — under review
130816-000393 Forwarded for review
130814-002128 Forwarded for review
130901-003145 Under review
130902-001255 Under review
oshik.3041 Please submit a ticket to support

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.

Review: 5 September 2013

130807-002617 Resolved
130830-000272 Resolved
130829-000332  Resolved
130826-002489 Resolved
130830-002231 Resolved
130831-000011 Resolved
130624-002583 Resolved
130827-000961 Resolved
130818-001058 Resolved
130901-002357  Resolved
130831-002544  Resolved
130831-002144 Final response sent 9/05
130811-002521 As the agent asked on 12 August, we need you to update your ticket if the items are still missing.
130830-001244 Known issue — under review
130816-000393 Forwarded for review
130814-002128 Forwarded for review
130901-003145 Under review
130902-001255 Under review
oshik.3041 Please submit a ticket to support

I have merged a few recent posts into this long-standing thread. What you will see if you look through this thread is a common message: For issues as personal and as individual a purchases of gems in the Gem Store, we suggest that you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They almost always will be able to assist you. At the least, they can answer questions.

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.

This is a useful thread that I want to move to the front so I can merge other posts into it.

Excuse unnecessary comments here.

Please update your ticket to ask this question. I believe that the team involved will be able to answer you most accurately.

MrAskAPirate.8041:

tichorum.2415:

“All existing players have been sent mail with enough Essence of Luck to increase their account magic find to 20%.”

Why have I not received mail with this?

I had this same issue at first, then I realized that both Moto’s coins and the luck boosters get put into the personal mail bag of the first character you logged into after the patch; not your account-wide mailbag. I hopped on my thief for a moment and then switched to another character, then started wondering where my stuff was. I popped back in the thief and they were both there.

Thank you for providing this information. I feel sure it helped tichorum find his items.

We are re-examining this question. Thanks for your patience!

ShiningSquirrel.3751:

You can try opening a ticket by clicking on the support link on the top of the page, then “ask a question”.
But to be honest, it’s very unlikely you will receive any assistance. There is no option to undelete a character. There is an option to roll back an entire account, but that is only used for an account that has been hacked by a third party. The “evil little brother” accessing an account its not considered a hack.

This is correct.

SirAmikVarse.2793:

My old email company just canceled all accounts and I have one week to get everything sorted out – made a new email account and switched everything except my anet account, I went into account details and there’s nothing that lets me change my email, how do I do it?

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to help you with this.

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.

Rhage.3265:

I bought gem’s 2 days ago with my card and everything was peachy. Today I went to purchase a few more, and accidentally deleted my card from the saves. I thought “hey no biggy, I’ll just redo my info and save and all will be fine.” Apparently I was wrong because since then I have gotten constant “Payment approval failed.” I’ve tried well over 15 times now and I can’t seem to get it to go through. Any help would be very much appreciated.

I think the best option is 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.

Another week, another 50 PMs.

Please remember that forum posts help every player and posts are usually the best way to get help!

The only exception I can think of is letting me know about an exploit that would be dangerous if posted. Otherwise, please use the forums as intended.

Thank you!

Thanks for continuing to make us aware of the phishing attempts, but do note that there are a number of samples in the A Note About Phishing Emails thread. If you see the email you received in that thread, you don’t need to post in this thread, as well. Inclusion in the official “Note about Phishing” thread means that other players can see the samples, and it means we’re aware of it, as well.

Also, if you do include an email that you have received, please take care to NOT post the link in the email. You could post a portion of the link, remove a piece, and put [REDACTED] in the link, if you wish. We want to be very cautious about including links so that someone doesn’t inadvertently have difficulties with having the full thing posted.

Thanks.

Wetpaw (a name I love, btw ) It’s very kind of you to post, and we definitely do not have a rule prohibiting this sort of post. This particular sub-forum gets a lot of activity, and most of the people posting have problems, concerns, or issues. So it’s very nice for our players to see “Hey, I was helped, and quickly, too!” In most cases, folks are helped quickly and with entirely positive outcomes, and your post helps confirm that.

So thanks, on behalf of the players, and thanks, too, from the team!

Saraya Bloodrain.1284:

Astral Projections.7320

Ty for the tip. I did go and look at the very first Chr i made. it says 360,, so i will wait 5 days to see if i get a gift. though i was part of beta and head start.

Ty A Net for moving quickly to fix the “glitch”

I feel sure you’ll get your gift very soon.