Guild Wars 2

Update: Top programmers are looking at this, and this is a priority for us. I’m sorry for the delay, but wanted you to be sure to know it’s definitely known, and definitely being examined and worked on!

And don’t worry, if the suggestions above (or in the linked thread) don’t work, we can still help you. 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.

If you are asking about using Guild Wars 2 music in videos about Guild Wars 2, and if all other use conforms to our Content Terms of Use (linked above), then you should be fine. Please note that if any element of the use breaches our User Agreement, Rules of Conduct, Naming Policy, or Content Terms of Use, then said use is prohibited.

Posting to complain about a process within a few minutes of submitting a ticket is not appropriate. Best to see the ticket resolved and fully understand the facts of the case before posting. A submit-and-post can be perceived — although I do not in this particular case — as nothing more than a “rant.” Again, I do not perceive the OP to be ranting, but I am making provably effective suggestions for the best way for us to work together on these individual issues.

Rest assured that I’m making substantive suggestions for improving things on every side. And you also can be sure I am pursuing — have in fact already pursued — internal information about the processes and an assessment of how we can reduce false positives.

In addition to that, I’m inquiring about turn-around times, because we have been answering tickets more promptly in recent months, and I want to make sure that — despite an internal issue with tickets that caused some delays — we get back to fast responses as soon as we can!

Glad that’s sorted out.

I suggest you submit a ticket and provide the info requested on this page: https://en.support.guildwars2.com/app/answers/detail/a_id/9222

The Support Team should be able to help you make that change.

You can install the game on multiple computers and play an account on any/all of those systems. You will need a unique serial code for each game account. So you could have one installation on your computer and four people could use that installed copy, but they would each need to log in using a unique log-in or account name (which is an e-mail address) and a password for that individual account, as well.

JT is right; it’s probably an issue with your mailbox being full. However, if you need help, 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.

StevieB.7240:

I also recently had a pleasant experience with the support team and I think they are doing a good job.

Keep up the hard work guys – it isn’t going unnoticed

Thanks to you as well, StevieB!

Please review this thread which has samples of many phishing emails. The emails you’ve posted are bogus and do not come from us.

Astral Projections.7320:

Yeah, the same thing happened to me. I traded gold with 2 other guildies, using the guild bank to transfer between us. One guildie loaned 175 gold, I loaned 25 gold and the 3rd loaned nothing, only borrowed the 200 from us. I got a ban and they didn’t. It took 27 hours to get unbanned, most of which was waitng for them to contact me. Once they contacted me, they resolved it in minutes. I guess once they actually looked they could see the gold entering and leaving the account within a few minutes span. It did make me wonder why they couldn’t see this before they banned me.

We try like crazy to avoid these, but sometimes one slips through the cracks. As you noted, we are able to verify the details and get you back on your account, but we’ll continue to see how we can avoid these altogether.

Axaren.5342:

Gaile, I sent you a PM. I don’t think I am supposed to post other people’s display name in forum.

I have looked up the account in question, and the ticket. Apparently, this post was made immediately upon submission of the ticket. I certainly can understand that you’d want a very prompt response, but to submit a ticket and post on the forums immediately afterwards is just not appropriate. Our means of follow up is here: https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first#post48339

It has been 24 hours now, and I wish that you had received a response more quickly than this. The team is backed up (we had some issues with the ticketing system, darn it!) but I think your husband will hear soon.

Thank you for understanding the process that we request, and thank you, also, for patience as the team reviews the ticket.

Torda — could I get a ticket number from you? We can look up via other means, but the precise ticket number is the most efficient way to ensure we’re looking at precisely what you’re concerned about.

Thanks.

It would be very helpful to have the display names of the accounts impacted by this. I mean those whose accounts were mentioned here as having been terminated in the last day or two, specifically.

Thank you.

klose.6019:

Just wanted to thank the support team for helping me out.

Awesome job!

It’s great that the team could help you, and very kind of you to post!

Thanks a bunch from all of us!

If you continue to have issues, 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.

SnoringPiglet.2768:

Hi guys, just want to let you all know that hackers are abundant, and that my account was stolen not 5 days ago…Luckily i had the proper information, and ArenaNet was able to give me back my account. I want to say THANK YOU to all the support team working on the game, and to the little booka who stole my account, i am deleting the lvl 22 asura i found that you created after i got my account back. Stay away!

I am glad the team could help you… and yes, I admit it, I’m especially glad because I am utterly charmed by your display name! I’m sure you did it, but be sure to change your password to lock down your security.

Oh don’t feel back for not knowing that. Sometimes, a player will write to say “Uhhh, why do I have this stuff on my account?” and we find that the account — while still accessible by the legitimate players — is being used as a mule or delivery account by an RMT company. So it doesn’t hurt to ask, and look here: nice players were able to help you out with the info you needed. ~beams~

Coin Flunk.3024:

~snip~

However it just goes to show that if you provide Anet with as much information as you can about the accounts, then they will do what they can to help you.
~snip~

Quoted for truth! And thanks, Coin Flunk, for the positive words. I’m delighted we were able to help you!

I certainly sympathize with the issues that you are having. This is not something that our Support Team can resolve for you, so please do not submit support tickets to ArenaNet or NCSOFT.

You truly do need to contact DirectSong directly. The last point of contact I had for issues was as follows: gloria@maxsteineragency.com. I’m afraid that that contact info is some months old, but I suggest that you send an email to Gloria and see if she can act on your behalf with any issues involving unfulfilled orders.

Best of luck!

I am looking into this.

One more thought, if I may:

If the appeal process seems overly detailed, or if you feel a bit resentful of the amount of info that we require before restoring an account or reviewing a case of alleged botting or RMT activity, know this: We must and will take extreme care with each player’s account. We will ask questions, and ask more questions, if need be, to ensure that you are the account holder, or that you’re the victim of an account compromise and we safely can turn the account over to you. You. Not the person who gained your credentials through a third party and is pretending to own your account. You, the person who bought the account, who played it, and who cares about it as something more than a bunch of stuff to steal.

If the alternative to answering questions, up to and including the brand of your kitchen sink is that the bad guys gain access to your account, you would not want it any other way!

We are always sorry when someone is caught in a “false positive.” But I want to explain that in order to take out thousands — and it has been thousands — of botters, cheaters, and gold sellers, we need to review data and make decisions that may, occasionally, result in an innocent person getting caught in the net. This is something we deeply regret, and this is something we work to address on a daily basis, by reviewing the instances where a block is placed in error, reviewing the data around it, and adjusting the parameters by which an innocent player is blocked.

I feel we need to do two things: We need to reduce the “false positives” to as close to zero as humanly possible. And we need to address the legitimate appeals as quickly as possible. The first will never be 100%, but we can and should strive to get as close to 100% as possible. The second should be a focus, but quite frankly, virtually everyone whose account is actioned (suspended, terminated, “banned,” or what have you) will submit an appeal. Some of the most vociferous appeals are from those who are absolutely and positively cheaters, exploiters, botters, or gold sellers. But because we feel that everyone deserves a review, and because we show each player respect in investigating the situation to affirm the action on the account (or reverse it, in cases of error) the number of tickets can be high, and the turnaround time can be longer than we — or you! — would like.

There’s no way to “pre-screen” tickets. Each person deserves “his/her day in court” and that means that if XX% of those who appeal are guilty — and I’d call that percentage very close to 99% — and even if the action on their account is upheld, that appeal and that review stalls the review of the innocent player.

Let me talk to the team and see what we can do about addressing both situations: The false-positives and delays in addressing appeals. We want to do the very best we can for every legitimate player, while we want to serve the legitimate player by removing the cheaters, the exploiters, the botters, the scammers, and the other unsavory individuals who negatively impact your gaming experience.

corepunch.4807:

I’m reporting them here:

http://registry.pw/report-abuse/

You are also welcome to add them to this thread and if the sample is new, I will add it to the sticky post above.

Support cannot establish that he owns the account. Have him review the ticket and respond.

Update: 13 August 2013

Please note: A lot of people are using the Tickets for Review thread to argue with support decisions on behalf of a friend or family member. That is not what the thread is intended to offer. Once you have been given a response, do not continue to ask for further reviews, just as the player involved should not not continue to submit tickets.

130805-001971 Agent asked questions on 12 August and player need to respond so we can resolve this.
130802-000812 Resolved
130806-002194 Resolved
130809-001032 We apologize for the time needed to resolve this ticket. We hope to have an answer for you shortly.
130807-000073 We are unable to verify ownership of the account. Please respond with answers to the agent’s questions
130808-001812 We are unable to verify ownership of the account; the info given is very skant. I suggest your friend provide more info to prove he owns the account, as multiple people appear to be claiming it.
130728-000943 Declined: This account was involved in a network of RMT and will remain closed.
130731-000792 Declined: Botting. Will not be reinstated.
Elendear.9281 Please submit a ticket if the suggestion in this thread did not resolve the matter for you.

• Reviews of issues related to botting, RMT/gold selling, and fraud can take time. Please be patient.
• ONE post per ticket will be accepted. Follow-ups, if necessary, should come from the same person and should allow at least another 48 hours before being posted.
• Once an issue has been reviewed and a response given, do not post the issue again. This is not a forum for arguing with support decisions!
• No petitions, no testimonials.
• Don’t file duplicate tickets — they slow down your resolution. 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. Please note that posts for issues that are not at least 3 days old will be ignored.

*Always include your 12-digit incident number in every post.

Update: 13 August 2013

Please note: A lot of people are using this thread to argue with support decisions on behalf of a friend or family member. That is not what this thread is intended to offer. Once you have been given a response, do not continue to ask for further reviews, just as the player involved should not continue to submit tickets.

130805-001971 Agent asked questions on 12 August and player need to respond so we can resolve this.
130802-000812 Resolved
130806-002194 Resolved
130809-001032 We apologize for the time needed to resolve this ticket. We hope to have an answer for you shortly.
130807-000073 We are unable to verify ownership of the account. Please respond with answers to the agent’s questions
130808-001812 We are unable to verify ownership of the account; the info given is very skant. I suggest your friend provide more info to prove he owns the account, as multiple people appear to be claiming it.
130728-000943 Declined: This account was involved in a network of RMT and will remain closed.
130731-000792 Declined: Botting. Will not be reinstated.
Elendear.9281 Please submit a ticket if the suggestion in this thread did not resolve the matter for you.

It looks as if it is authentic, but I cannot be sure. I would recommend that you change your password (which you have), remove your personal email address from the post above (which you have not, but has been suggested by others), and feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page if you’d like further help.

I believe this is an individual issue. You can contact Support by filing a ticket through the “Ask a Question” tab on that linked page and they should be able to assist you.

We respond to all support tickets. Please ask him to check his spam and junk filters. Alternately, he can update his ticket to ask about the status there. We cannot send you PMs about your friends issue, nor can we resolve this sort of personal issue via the forums.

Thanks for understanding.

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.

While this thread got a wee bit off topic the bullet list of recommendations and requests in the topmost post still bears noting. And I know I need to bump it back up to the front page when I’m seeing folks post a question and immediately send me (and perhaps other members of the Anet Team) a PM to follow up.

Thanks for reading the first post and following those guidelines!

So many questions can be answered with a review of this single thread, so I’m moving it to the front page again. ~invokes dev privilege~

As explained, the system is working just fine.

I’m following up on this now. Apologies for the quietness on this issue, and quite honestly I’m not certain that each of you are experiencing the same thing, but I’m sure the team will look at this very soon!

Please have him contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will probably be able to assist him if he is the owner of the account in 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.

Oh dear lord, you are NOT pretending that all you said was a single reference to a specific type of amphibian. That is not even close to the truth. Now, either you’re experiencing selective memory loss or you think it’s ok to use seven(7!) expletives in three lines of chat.

Oh, and let’s not forget that you also told people to file false reports against other players to try to drive them off the server. Do not worry about what someone else is reporting — if they even are doing that — worry about what you are doing, because it’s seriously wrong.

You received a short suspension. I suggest you use your time-out to think long and hard about what you did and how you can better show respect to other players in the future. We want you to be a member of our community, but please be more considerate in the future.

Please do not try to vet third-party programs on the forums, through us or by pinging players about their “acceptability.” Everything we have to say about such programs is included in the sticky above, and we’re not able to advise you further.

Do pay careful attention to two things: Anything that shortens a process and is not an integral part of the game may be viewed as “giving advantage” and many, many such programs do contain malware.

Please have him check junk and spam, because sometimes the mail is filtered by the provider. If he does not find the mail, then ask him to 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 you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

First, please NEVER use a friend’s account to post. You may ask him or her to post for you, but you should never access someone else’s account — nor should the account owner allow you to do so.

Second, you submitted a ticket, and I’m sure you will be helped promptly. Please allow a few days to sort out what happened on this account and watch for a response from support.

The name was reported and censored by an agent. I believe that you used the name without negative intent, but several of us saw it and felt because it was spelled in such a way that it caught the eye, it would continue to be a support issue because it would be reported as being racist. So while you feel the change was “with no valid reason” I disagree and feel that there was a valid reason: it’s remarkable closeness to an extremely racist name.

I am glad you found a name that you like better, and thank you for your understanding in this case.

I do appreciate the helpful group here in the Account Issues Forum! <3

One of my associates just kindly forwarded me purchase logs, and our records show that everyone in this thread except Sartori received gems in relation to his or her purchases. I know that transactions may take a few hours, when the store is busy, but it appears that everyone is good to go… except poor Sartori, who thanks goodness has filed a ticket and will be helped as soon as possible. (Sartori, you’re not getting charged, but you’re also not getting your gems. Contacting your CC company was a good idea, as was submitting that ticket.)

We’re sorry for any confusion, and of course if some of you guys feel that things are not settled up properly, you’re welcome to submit a ticket and the team will carefully review the entire transaction history.

Just a note that a whole bunch of people got this one today:

“Guild Wars Account Will Be Shut Down Inform

We are sorry to inform you that your login account will be shut down or partially limited within 72 hours due to currency transactions or abnormal login. If you want to remove restrictions, please click the following link to validate::
[[[link redacted]]]
Guild Wars 2 Team"

That is NOT from us! We will never send that sort of email and we encourage you to immediately delete such mails and never follow any such links. If you’re in doubt, by all means post here and we’ll answer you, or submit a support ticket. Don’t take any risks with your account security.

For info about phishing — and this thread is updated nearly daily — please see the following thread — A Note about Phishing Emails — and be sure to review the samples.

I’d suggest that you submit a ticket about this, so that when a resolution if found for these issues, you’ll be flagged as having been affected.

Thank you for your patience on this!

As Jeffrey points out, that thread contains a lot of info about phishing, including tasty samples.

Account restorations are not used to undo user error. You’re welcome to submit a ticket, but the solution would not/will not be to “roll back” the account.

The “minor child” situation generally means you create and account and turn it over for his/her use. There is a difference in how this functions for household members in the EU. Consult the User Agreement for your region to better understand the rules related to account sharing.

Obscure One.4357:

So I recently got a couple posts of mine targeted as infractions. One of which, yeah ok I was kinds being a “kitten” and had it coming. In both posts (and actually in the wild majority of all my posts on any forum in the last decade or so) I used a string of random symbols like “!#$%” to avoid tripping any filters.

I was warned for infraction for not swearing and not doing so in a manner that would conceal a word from the filter as to circumvent it. These symbols used were not arranged in a manner that could provide an alternate representation of a swear word such as clever placement of “at” symbols and dollar signs (a word used in-game audio files yet censored here).

What I’d like to know is how we’re defining circumvention, because either I’ve been circumventing the filter for quite some time or I’ve received the warning in error and should contact forums@arena.net for further assistance.

Thank You.

Clearly yes, you should write the forum team for an explanation, so you better understand the situation at hand.