Guild Wars 2

There is a lot of valuable info in this article by ArenaNet President Mike O’Brien: https://forum-en.gw2archive.eu/forum/support/account/Mike-O-Brien-s-Article-on-Account-Security

I am unsure that the team will be able to help with this, but you may contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

For tips on what information to provide in a ticket, please read this post.

The team CAN help you. (And thank you for your support of our game!)

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.

For tips on what information to provide in a ticket, please read this post.

Thank you for your considerate post.

I am glad that the team is continuing to work with you. I wonder — have you considered the suggestions in this thread?

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

For tips on what information to provide in a ticket, please read this post.

Smooth Penguin.5294:

I think you’re given a reason either with an e-mail, or a message screen when you attempt to log into the game.

Yes, an explanation generally is given when trying to logged into a suspended or terminated account.

Hunter — Questions may be addressed to Support by filing a ticket through the “Ask a Question” tab on that linked page. .

I see that you updated your ticket to ask this question, and that’s exactly what you should do. I anticipate you will have an answer very soon.

norris.3901:

I to have hit this a few times, I don’t want to comlane more just add that maybe you could have a email verify ever time you buy gems to prevent fraud

That’s an interesting suggestion, Norris. I do wonder what would happen if someone’s identity was stolen, or if both his/her game and email were hacked. Couldn’t someone then run up huge amounts of purchases against the desire of the real account owner?

I believe the limits are put in place as a form of damage control: to prevent abuse of a person’s credit and, honestly, to reduce losses if the user were to be found to be using a stolen CC or to be involved in CC fraud.

I can’t argue that having limits is a pain in the patootie when you’re trying to make purchases. I guess I just see where it’s not altogether a bad idea, either.

A report is just a report. It does not necessarily result in a suspension, as you have noted. The reports are each individually reviewed and assessed. The GM who reviewed — if it was truly reported — obviously agreed that the chat wasn’t actionable. Hence: No suspension, no penalty, no foul.

That’s great that you submitted a ticket. And you chose the right category, too, so I’m sure it will be answered very promptly.

We ask that folks not submit a ticket and post immediately in the forums. Please allow the team time to resolve the issue in the ticket. The forums are not intended to address individual issues like this, nor will an immediate forum post expedite your response. Thanks for understanding.

I think the players here have hit on the right solution: Accept and delete.

[And frankly, lupercaleb, I do see your point. I still remember how much impact char death had in Diablo. If you died, you risked losing your best stuff! Same in Asheron’s Call and other games. That potential loss added an “edge” to the game that I both adored and abhored. So, for some players, not having the infinite life really is the better option!]

Ok guys, we’re not going to discuss flatulence on the forums, not even in the context of individual interpretation of the term “bodily function.” If you don’t get it, well, honestly!

The word is not allowed in a name. Please don’t say "I comment [I saw some other name containing that same word] because that just leads me to say, “If you see it, report it, please.”

Name is not acceptable, it’s that simple. Thanks for understanding.

I am inquiring about this. It was my understanding that you got a warning before actually losing the remainder of the buff, but if that’s not what is happening, we’ll look into the matter.

We do have a follow-up thread for tickets, which is stickied above: Tickets for Review. Please post there.

As a general rule, we ask that people don’t post individual ticket review requests here, but instead use the official follow-up thread, as it’s much more efficient that way.

I think that Zedd’s input may be the way to go but I am checking this with team members who know best practices for authentication to make sure that you should go through those steps. (I know Zedd won’t be offended that I’m verifying process. )

We’re looking into this issue and I’ll post when we have info on this.

One thing to consider: If you purchased a code from someone else, that code may not be appropriate for your region. There are EU codes and NA codes and they do not work across regions. Now, clearly that’s not the only answer to this situation and the issues that folks are having. We know that a few people who got a code in their hands at an event have had issues, so we’ll continue to investigate the matter.

Thanks for your patience!

Kaijev.4701:

Had the same email (with the exact same link). Mousing over the text (not clicking) shows that the link redirects to a site with a “xe-ousa.asia” suffix.

Mousing over is always a good idea and it’s interesting to see where that innocent-looking link really leads!

Hey all,

We added a few more points of interest to the FAQ, so please see the topmost thread for more details about the First Birthday Gift.

DevilPhaze.6531:

I’m trying to purchase gems and it says I need to verify my identity. My claim ticket number is 130903-002479. Please fix as soon as possible I have a lot I want to purchase with this new update. Don’t let me down anet thank you!

You 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.

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.

Some people got a second gift. If they got more than two, then they had more than two chars who reached 365 days. It’s that simple. No one got a bushel basket of gifts.

We do not — cannot — reset character ages, so if your char does not show 365 days in age, then it truly isn’t that old.

If your char says it is 365 days old (or older) and if you are certain you did not get your mail, remember to empty your mailbox to accept any queued up mails.

If your mailbox is empty and you still do not have a mail containing the First Birthday Gift, consider that you may have deleted and remade the character at some point. I suggest this because my co-worker was just saying “How is my char only 199 days old?” and I suggested a remake, which he then recalled that he had done some months ago.

There’s an issue with Elonian Wine where the price doubled with today’s build. This is an error. That is, there was not an intentional price increase. (No special vintage or ultra-rare grape harvest; no wine shortage after a hearty Labor Day party in Lion’s Arch. )

You may want to hold off on buying Elonian Wine until this is fixed. The fix will be rolled out as soon as possible, but we don’t have a precise timeframe for it quite yet.

Thanks for understanding.

If you use our content in any form, it should be flagged with our copyright information, yes.

The fact is that not everyone does it, but it is appropriate and in conformance with copyright law to do so.

If you have further questions, you can send them a support ticket.

Smooth Penguin.5294:

I believe the OP’s talking about the free Gems. And yeah, those free Gems were ONLY for the Beta, and was mainly to test their eCommerce system. All us Beta Testers bought the game and started fresh, as with everyone else.

The real perk of being a Beta Tester was mainly to get our hands on the product before it went live. That’s pretty much it.

I believe that this is correct. ShineyFighter, if you are asking about the gems, as was explained at the time (and afterwards), the gems were given for testing only and were not intended to be given for the live game.

If there is another matter, please provide me with your 12-digit ticket number so I can research this.

Astral Projections.7320:

Account rollbacks are restricted to a hacked accounts and one time ever for that account. People have deleted a character before and asked this. The answer has always been no.

This is accurate. We cannot make exceptions for high-level characters or for other justifications. The tools truly is used only for compromised accounts.

Yes, please — everyone read this thread to be aware of the current phishing attempts:

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

If you find a NEW one — and please check carefully through the thread linked above — then add the message (and details, if available) on this thread: https://forum-en.gw2archive.eu/forum/support/account/Email-from-ArenaNet-Please-read-merged/first#post1807876

FYI: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

Biscuit.9270:

Where does the difference between “in-game items” and “real-world cash” begin? c:

Is a gem store item bought (for personal use, or gifted) with gems purchased with real-world cash (gem card/or credit card) therefore treated as an equivalent to real-world cash, or an in-game item?

Specifically, would it be against the rules to gift gem store items via the gem store (purchased with gems acquired with a gem card) to another player in exchange for a character name?

I understand the risk of being scammed and stuff, that is not a concern c:

Thank you!

We are unable to sanction or grant permission for such a transaction. We’re also unable to help in any way if such a transaction goes wrong. That is to say, we cannot complete a transaction or reverse a scam.

For example: we could not remove items from one account and place them on another, but we would take appropriate action on someone we can establish is a scammer. Players do occasionally ask us to intervene in unfulfilled trades — “go take my item and give it to me!” — but we do not do that. Scam prevention is one of the key reasons the devs created the Trading Post, and we expect that players will use that feature.

I do not think this transaction would result in account action, but I want to be clear that that is not a legal position, simply an observation of the details as provided in this single case.

We cannot change creation dates on characters. We do not change creation dates on characters. As far as I know there are no issues with character creation dates, only with player memories about when the character was actually created. For instance they might say, “I created Fred on Day 1. But I decided I liked Frederica better.” What they forget is that they deleted Fred and made Frederica two weeks afterwards, meaning that Frederica’s creation date is not, and cannot be, the same as that originally held by Fred.

I cannot speak for your individual situation, Nalora, and I do sympathize with your confusion. However, we really don’t fiddle with dates — we don’t even have the tools to do it (upon request or otherwise). You are welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page but I am unsure that they will be able to assist you in this case, when the record keeping is, to my understanding, without issues or errors.

First, welcome to Guild Wars 2! If you continue to have difficulty, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

For tips on what information to provide in a ticket, please read this post.

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

For tips on what information to provide in a ticket, please read this post.

We don’t randomly move people, so you really need to discuss this with Support. Contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Thanks.

This is not the place to debate support decisions. Nor should you feel it’s appropriate to submit a ticket and immediately post on the forums. The team will review and make a decision.

Locked.

Update: 28 August 2013

130705-000302  Resolved
130807-001101 Resolved as confirmed by customer on 8/26.
Animosity.3069 Resolved. Never got the ticket number, but I’m glad this is ok.
130823-000810 Agent resolved with a reset on 8/24. Please update the ticket if you did not get that response.
130825-000859; 130825-000890 We do understand the issues: You made errors and want them reversed. Unfortunately, we do not have the tools to do that. I am sorry that you are unhappy, but we are not able to help you, it’s really that simple.
130624-002583 As explained, we cannot verify, despite several tries, that you had the item in question. Therefore, we are not able to assist you with this item replacement request.
130814-002128 Prioritized for tomorrow
130807-000572 Prioritized for tomorrow
130811-002448 Prioritized for tomorrow
130811-000585 Prioritized for tomorrow

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 necessarry. 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 No. 2: 28 August 2013

Ticket Numbers
130814-002128
130807-000572
130811-002448
130811-000585

I want you to know that we all agree that this is a long-term issue that we need to address. If you answered the questions in the ticket sent to you on 20 August, we will make resolution of these issues a priority and hope to have each of them resolved in the very near future.

If you did not respond to that ticket, or if you can provide more information, please update your ticket. That will not lose your place in the queue.

We apologize for the delay in addressing this issue (which for those of you not involved is tied to a rare issue with in-game mail deliveries) and we are making this a priority tomorrow morning!

Update No. 1: 28 August 2013

130705-000302  Resolved
130807-001101 Resolved as confirmed by customer on 8/26.
Animosity.3069 Resolved. Never got the ticket number, but I’m glad this is ok.
130823-000810 Agent resolved with a reset on 8/24. Please update the ticket if you did not get that response.
130825-000859; 130825-000890 We do understand the issues: You made errors and want them reversed. Unfortunately, we do not have the tools to do that. I am sorry that you are unhappy, but we are not able to help you, it’s really that simple.
130624-002583 As explained, we cannot verify, despite several tries, that you had the item in question. Therefore, we are not able to assist you with this item replacement request.

Silver.3159:

Dear GW team,
I am speaking for my friend “juan.3487”. She bought this game about 4 days ago, and she was suspended by not reason. We opened a ticket, “130827-001680”.

This is the reason of her suspension stated by NCsoft:

“Your purchase for Guild Wars 2 was voided as a result of being found too high risk to accept. The purchase attempt displayed characteristics that are currently found in numerous fraudulent transactions.”

My questions are:
1. Why didn’t you just reject the payment in the first place and said it was too risky, Instead, you took her money and now say I don’t want to do you business, please get away. May be it is rude but it’s my feeling right now.
2. She was using her personal credit card, and in what I know she has a very good credit score. Also she bought is game from your official legal website. I don’t know where is the risk come from?
3. The only reason I can think of is her IP change a lot, but it just because she was traveling out side the country and have to use VPN to improve the connection quality. I don’t know it can be the concerns you suspend her account.
She just really wanna to enjoy the game. I think it must have some misunderstanding
here. please don’t reject some one just love this game.

thank you.

I understand that your friend would like to play our game, and we would like her to be able to do so. When I look at the questions you’ve asked, I’m just not comfortable answering them. Some of the details are a little personal, and I really think the best thing for her to do is to update her ticket — easy to do! — and ask those questions directly of the team member who assisted her. For instance, “What can I do to get this payment to process” is perfectly fair. Maybe the answer is “Call your bank or CC provider.” Maybe the answer is, “Try a different CC” or “use PayPal” or “Use a debit card.” I don’t know the answer, but I think they will be able to help your friend!

You guys want to support our game. We want you to support our game. (And thank you for that!) For these issues, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I feel sure they will be able to assist you and/or explain what’s going on. It takes just a minute, so please get in touch.

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 want to add another note: When I ask the Billing/Payments team about specific issues, they will tell me a few things, but in the end, they are almost always able to make things work, if the credit card is valid (and secure). So DO get in touch.

Just FYI — one of the ways the bad people try to steal your account is through asking to change the e-mail address behind your back. The team needs to be very careful, and there are quite a lot of requests, so yes, it can take a bit of time to get to this.

The good news is that these are usually handled in <48 hours, and when they are handled, they are handled carefully, so that the would-be account thief is stopped in his or her tracks!

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.

folly dragon.4126:

what about those that transfered servers that got birthdays changed. My birthday was 2 days ago, but the celebration wont hapoen for 3 more months.

With the exception of one character I deleted, alot of these characters I have were within the first month, yet, it shows all of them about the time I transfered servers. So I found the fountain of youth by 3 months.

Changing game worlds does not reset your character’s age.

Well, if you managed to bump this thread, I’ll forgive you the joke.

Maybe.

It’s probably worth noting that there are now more than 1,430 PMs in my in-box, and I confess that quite a number have not received a response. It’s a matter of bandwidth and focusing on where I can do the most good. Please continue to submit tickets to 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.

Tanek.5983:

Thank you for the quick fix on this.
———————

As for the characters that got or did not get a second gift:

When I was young there were two different ways kids in the family looked at presents at birthdays and Christmas. One way was to open your gift and focus on what you received. For the most part, kids who did this were happy because it would be something they’d asked for and wanted. (sure, there was the occasional pair of socks, but them’s the breaks )

The other way was to open your gift and then start comparing it to what the other kids got. Were the others more expensive? Did you get one item and Bobby got two? (good thing we did not have the internet to instantly check which gift was rated higher on Amazon) For the most part, kids who did this were upset in some way and enjoyed their own presents less.

I prefer the first way.

I appreciate the wisdom that you have imparted. Much the same idea came to my mind, as well.

To verify the character’s age, type /age in the chat window and you’ll get exact specs on the character.

Note: This is not account age, this is character age, for the gift is given to your character, in true role-playing fashion.

Malediktus.9250:

I think its not fair that some people get double the presents. I only got 1 because of this bug.

No, a few people received a second gift. Not a lot, but a few. This was a factor of how the distribution was made, and how the fix was rolled out. It’s not an intentional double-gifting, and you got everything to which you are entitled and of course we’re sorry for any confusion that this caused.

Parisalchuk.9230:

How is this at all fair? Your giving presents out to all characters that are 1 year old, regardless of if they have received one or not. This is like last November all over again where people who may or may not have done the Southsun event can get free loot which included a relatively high rate of precursors.

While Im only missing out on a booster really, this still is crap for people who werent ‘lucky’.

Again, this was not a universal situation, only a small number would have received a second item.

Squishy.9456:

Gifts received on both of my 1-year-old characters. Thanks!

The even better news is, now that the bug’s been fixed, subsequent birthdays shouldn’t have the same problems. So double hurrah!

Absolutely! All should be smooth sailing from now on!

ZaxanRazor.6235:

Still haven’t receive the present for my main character, who is 367 days old. Is this going to take some time to roll out?

Hmmm… I think I’d like you to please submit a support ticket. You should have been set right with last night’s distribution, so please let us hear from you via a ticket so we can make sure you get your gift. Thank you for your understanding.

AND…. the (gift) eagle has landed. You’ll find all sorts of tasty details about the Guild Wars 2 First Birthday Gift in this thread.

Thanks to everyone for your patience as we worked this out. Now quick — those of you who experienced the “no gift” issue — run and check your in-game mailbox! happy dance

• Each gift is given on the first birthday of the character, not the account.
• Birthday gifts appear in the in-game mailbox with The Guild Wars 2 Team as the sender.
• Your in-game mailbox has a limit of 10 distribution mails, including those sent by other players, by the Black Lion Trading Company, or by the Guild Wars 2 Team. If you delete some of your distribution mails (those with an envelope graphic) to reduce the number in your mailbox, other mails that are queued up for you will drop into your mailbox.
• If you are online when your character turns 1 year old, you may need to change maps to receive your gift.
• Birthday gifts are soulbound, but the items inside are account bound and can be moved to—and used by—any character on the same account.
• One of the items within the birthday gift raises your character level to Level 20, so use the item wisely.
• Buffs, once activated, are per character, not per account.
• We experienced an issue that affected the distribution of some birthday gifts. Some gifts may arrive a few days after the character’s actual birthday.
• The replacement distribution may have given some players a second birthday gift. Using that gift is perfectly ok, and would not be considered an exploit.
• We are not able to give second birthday gifts upon request.

Additions:

• If you delete a birthday gift, we are not able to replace it.
• Characters must remain in existence for one year. Re-rolls will not maintain their original birthdate.
• We are not able to reset a character birthday.
• Renamed characters still will receive a birthday gift.

I’m not sure I’m understanding all of the elements of this matter, but first, I’d like to say how much we appreciate your support of our game, and second, I would 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.

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.

Nothing to worry about, as you discovered.

Welcome to Guild Wars 2, and thanks for joining our community!