Guild Wars 2

Here is the exact process to ensure you keep your goods and get the world transfer, too:

1. Log into each character.
2. By doing so, that character’s currency items will be moved to the wallet.
3. Move other items (not saved in the Wallet) to your bank.
4. Delete characters.
5. Choose new home world.
6. The Wallet will be on the account and accessible when you create a new character in your new home world.

Many thanks for posting that, Azzur.

dante, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page so an agent can look into 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.

The most recent post on this is before 10:00 AM this morning, and I know that there was a delay issue that cleared about that time.

I’m eager to hear from you guys about whether you are still having issues. Can you please let us know with a short post here? I really think that the deliveries have been received, but do let us know for sure.

And btw — THANK YOU for your support of our game through the Gem Store! <3

I agree, you probably want 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.

o b t v.1268:

So I quit Guild Wars 2 for a bit, but I’m trying it again now with a better computer. I dont remember any information to my account. Luckily my computer remembered it and it automatically logged me in. I went to go change the password but it requires the old password. I don’t know what it is. I tried using recover password link but I dont know what the character I have on the account’s name is? Anyone could help

If the computer logged you in, can you not see your characters on the screen? Wouldn’t you then have the names?

~confused~

We have a lot of people in the game, and this is the only report I see about this in the forum right now. I suggest that you submit a ticket or post in the Technical Support forum, as I believe this may be a situation that is unique to you.

You can’t be unaware that the word you included in your name is extremely offensive in English. The name change is not optional, and those who choose an offensive display name are not given a rename privilege at this time, nor is the team going to spend time “discussing” the matter with someone who invariably will argue about the acceptability of an unacceptable name. As you have done here.

I personally think the rename is pretty cool, and I’m sorry if you don’t like it, but that’s what will be displayed now.

I read in the update notes (about 9:00 PDT) that this was corrected. Can you please confirm if this is ok for you now?

Cash.2385:

I just spent 100$ on gems for today and it said pending how do I know if its going through or when I will get them please help.

We did have a bit of delay in deliveries, and we apologize for that. Have you recieved your gems now?

Are you logging in from a new location? If not, it seems to me that your location has been saved and you would not need to authenticate again.

Don’t post in all caps. (I fixed your title for you.)
Do not bump threads.
This will be looked into when it’s possible for the team to do that. In the meantime, please stop posting.

Nabrok.9023:

This is working now, thank you!

I read in the update notes (about 9:00 AM PDT) that this was corrected. Can others in this thread who experienced the issue please confirm if this is ok for you now?

adamsalem.9185:

As title really.

I’m planning a free home server move (By deleting all of my characters) and am wondering if I’ll get to keep my currencies that are in the wallet?

Thank you for asking this question. I have pinged the dev team and QA to make sure that I give you the best answer. Edit: Answer posted above, as official “A” for the “Q.”

pullnointer.1476:

well I sent an email and they are still not banned so I guess I was right

Let me explain the process again: No one ignores a player report. A report is a means for a player to let Support know of his/her concern. But a report doesn’t necessary equate to a true game issue or a violation. A report may or may not result in action on an account. That’s why we don’t set up “report a name = instant name censor” or “report a chat violation = immediate suspension.” Each report is read and assessed, as it should be.)

In the case of this in-game activity that you’re concerned about, the team may have assessed the situation and determined it was not a violation. They have be in assessment mode. They may even be discussing the concern with developers to see if, while a certain mechanic isn’t strictly cheating, it is functioning as the devs intended. (That can, in some circumstances, result in a game change later.)

Please don’t adopt a “I reported and nothing happened, therefore they are ignoring reports” mentality. That’s not accurate. That’s not even fair.

Astral Projections.7320:

A previous reply from Ms Gray:
http://www.guildwars2guru.com/arenanet-tracker/topic/236203-account-transfer-limit-mail-issue/
“It is actually a necessary limitation to prevent hackers and gold sellers from transferring goods to other accounts. If you play legitimately, the warnings will vanish for the mail sent to you in time, as will your friend’s as he advances in the game. I am unsure of how exactly this works, but I suppose it is a matter of how much progress in the game your characters have achieved, and not necessarily a period of time to pass after account creation”.

Unfortunately this means you will need to send what you can as you can and keep records of how much you owe as you go along. You can see if support can give you a more exact answer.

First, the quoted text was not written by me. I simply said the basic premise contained in that quote (by a player) was accurate.

Cabzi: You will have gotten an in-game error message that explains that the transfer is not currently possible, but that it will be possible in the future. As suggested above, you can transfer at smaller amounts in the short-term, or transfer greater amounts as you have more time/acquisitions in the game.

Risingashes.8694:

I’m going to China for a few weeks to visit family, is GW2 playable behind the great internet firewall?

Will I be able to allow a Chinese IP using email verification or will it be automatically blocked?

Players are accessing our game from China, so I do not anticipate you will have problems. If you have authentication in place — and I hope you do — you will be asked to approve a new location, and you then should be able to access just fine.

This quote is from our Support Knowledge Base:

I travel frequently. Will I be able to play Guild Wars 2?

Yes. The one-time verification system simply confirms that you have purchased the correct version of the game for your area of the world. Once that has been confirmed, you may play from any location you desire.

Did you receive your items?

There are many means to verify ownership, so the serial code is not a do-or-die matter. It helps, but I believe the team will be able to assist even without that code.

The economies of each game are separate, and we do not support or condone the trading of items or gold across games.

Alim.9238:

I received Guild Wars 2 as a gift the past holiday. I played it on my pc, then got a new one. There was an account recovery issue which was bull, because I wanted to play GW2 on a new pc, after weeks of hastle, someone from arena.net called and we got it resolved. Fast forward to today, I got a $1500 computer, and I decided to download GW2 onto that, I tried to log in to the client with my new disk copy because of the last pc, and it gives me the SAME ERROR! I submitted a question and they say, “change your password” There is not a problem with the site, ITS THE CLIENT. I submitted another question today (8/2/13), making some of the words in caps so i can get a new result. Shed some light on this issue, please.

Honestly, there is no problem with the client. Millions of people download, register, and play the game without problem. Please update your existing ticket and the team will assist you with this individual issue. Please close out the new ticket — this is a continuing issue and it seems more reasonable to discuss in the existing ticket.

TylerOdd.3485:

Yesterday I sent up a ticket to have my account password reset due to being hacked months ago. That was resolved around an hour ago which is awesome. But, when I logged on my characters were on Elona Reach, an EU server. I’m supposed to be on Blackgate, a US server. Support has been awesome, but I really don’t want to have to wait another day for my account to be completely fixed. I sent up another ticket immediately and haven’t gotten a reply. If there’s any way the process can be sped up I would greatly appreciate it. My ticket is 130804-002134. Thank you.

Please update your first ticket and submit your request. Please close any other tickets that you have submitted. As long as the team is actively working on something, or if there is another question related to a particularly issue, you should update the first ticket.

Yes, she 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 — 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.

Your brother does not need to purchase a boxed product because he can install on his computer from our website. He does need to purchase a unique, unused serial code. As we cannot support shared accounts — and you are wise to avoid that! — we also cannot support games purchase through unauthorized third parties, so purchase from buy.guildwars2.com or from other vendors shown here: https://www.guildwars2.com/en/retailers/#UnitedStates-physical

AlCapone.3687:

First post here on the forums, normally work my way around stuff but im really stumped with this one and the ticket system didnt help at all, i just got 2 automated emails – basiclly my account got hacked before and i managed to have it restored and rolled back to the last time i played, when i first got gw 2 i chose an american world (cant remember which one specific) as it was a while back and i never took notice since , but since ive had my account restored im now in a french world, Jade Sea [FR], and its really getting under my skin as i cant communicate with anyone at all because im english!! im about to go uni and have been saving like hell, last thing i want to do is be shelling out for gems to buy myself back into a world which i never left myself in the first place – ticketing system has got me nowhere , any suggestions on what i could do?! cheers peeps

I will review tickets if they are three days old, or older in the Tickets for Review thread above.

However, before posting there, I suggest that if all you have received is automated responses, you should check Junk and Spam, and then try updating the ticket. (Close out any duplicates and focus on the first one you filed.)

Zippy.8102:

Hello!
Is it okay if I put my guild tag " SS " because I know it;s something related to [[[really bad WWII reference]].
Thanks

No, that generally is not acceptable, for obvious reasons. I can’t personally think of any reasons to use those letters — I’d strongly recommend that you choose other letters or another tag. The point here is that if the tag is found to be used to mask a reference to something offensive — and 99% of the time, the use of those letters is intended in an offensive way — the guild will be disbanded and then, as suggested above, you’ll lose all guild achievements.

Anyone who has been around this forum for any amount of time knows that we have detailed game records, and we’re not going to accept bogus claims like, “I only said something one time!”

I found a single chat string with three uses of the F-word. I can get more strings, but come on, let’s look at this clearly (and truthfully): You swore, extensively.

The Rules of Conduct makes our expectations clear, the User Agreement also outlines them, and both are accepted by players. The fact we have a filter that players may or may not elect to use does not furnish any player with “A license to swear.” Please feel free to search for more information about this, but those blocked for offensive language generally do serve the full three-day suspension. As will you.

The Support Team will review and assist you as soon as possible. If you have not heard by tomorrow morning, feel free to post in the intended thread for Ticket Reviews, which is amongst the sticky posts at the top of this forum.

Support will assist you. Simply submit a ticket and they’ll help.

FarengarKB.7015:

Ok thank you. I submitted 2 tickets because I think I sent one in an incorrect category.

You can upgrade you ticket to point out your error, but as mentioned above, submitting a duplicate ticket truly does slow the response process. I would assume by this point the second ticket has been closed and any new info has been merged into the first. If you have not yet received a response, I am sure you will get one very soon.

Hey Kirkman, I got that one too. Aren’t we special? ~rolls eyes~

I added it to my collection of phishing samples in the “A Note About Phishing” thread above.

Here’s one I received today. ~sigh~ It’s a variation of a couple of those you’ll see above. And I can assure you, I have and would never try to (or want to!) sell my Guild Wars 2 account.

KNOWN PHISHING EMAIL:

Greetings!

Please read this e-mail carefully, as it is related to your account state of Guild Wars 2 account.

First and foremost, I’d like to let you know that we take matters of account very seriously. It has come to our attention that you are trying to sell your personal Guild Wars 2 account. As you may not be aware of, this conflicts with the EULA and Terms of Agreement. If this proves to be true, your account can and will be disabled.

Click on the link below to verify your Guild Wars 2 account e-mail address:
[[[link redacted, but yes, it looks legitimate, but it leads somewhere very, very bad]]]

If you ignore this mail, your account will be permanently closed. Once we verify your account, we will promptly reply to your E – mail to inform you that we have abandoned the investigation.

Please keep in mind that Guild Wars 2 is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.
[[[link redacted]]]

We’ll see you in-game!

The Guild Wars 2 Team

— END SAMPLE —

I have pointed to this thread in response to emails, tickets, and other contacts from concerned individuals who are not Guild Wars 2 players who believe we are sending these mails. I point out in my responses, we are very sorry that people are getting these bogus mails, but as you can see, when the doofuses who try these phishing attempts are targeting even employees of the company who makes the game, it’s a pretty widespread situation.

Just delete.
Do not respond.
Do not follow any links.
Do not provide any information of any kind.

Oh man, I’d be frustrated, too! If the ticket won’t go through, will you please send an email to Support@GuildWars2.com? Then a ticket will be made for you and you can look for a response via email (Be sure to check Spam and Junk, sometimes it gets blocked).

Best of luck — I’m sure the team can help you out!

Until she responds to the ticket, and establishes that she is the account owner, the team cannot help her. They’ll be there when she has time to respond.

As explained, that is not from us. Pretty much anyone can send an email with any “from” line.

This is why we have a Phishing thread, and an “Email from ArenaNet” thread, as well.
https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388
https://forum-en.gw2archive.eu/forum/support/account/Email-from-ArenaNet-Please-read-merged/first#post1807876

Update: 01 August 2013

darkzero.2197 Thank you for letting us know your issue was resolved.
130728-000191  As explained, this is a known issue, and while we apologize for the situation, we have no new information about it now.
130721-002128 As explained by our agent, the devs are looking into a way to correct this issue.
130709-000067 Declined: A compromise in April is irrelevant to the account owner’s illicit activities in June. The account was not compromised at the time of ban. It will remain closed.
130711-000509 Declined: As I have relayed in the past, the account termination has been upheld and will not be reversed. (No, the account was not hacked at the time of the incident.)
130720-000751 Declined: This account was involved in a network of scamming and will remain closed.
130725-001590 Declined: This account was involved in a network of scamming and will remain closed.
130719-000281 Declined: As the agents have explained to you repeatedly, we cannot replace items lost through private trades. Please use the Trading Post in the future.
130728-000130 Declined: Detailed response sent in Ticket No. 130718-002180. This account was either shared or resold. It will remain closed.

• 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.
• 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: 01 August 2013

darkzero.2197 Thank you for letting us know your issue was resolved.
130728-000191  As explained, this is a known issue, and while we apologize for the situation, we have no new information about it now.
130721-002128 As explained by our agent, the devs are looking into a way to correct this issue.
130709-000067 Declined: A compromise in April is irrelevant to the account owner’s illicit activities in June. The account was not compromised at the time of ban. It will remain closed.
130711-000509 Declined: As I have relayed in the past, the account termination has been upheld and will not be reversed. (No, the account was not hacked at the time of the incident.)
130720-000751 Declined: This account was involved in a network of scamming and will remain closed.
130725-001590 Declined: This account was involved in a network of scamming and will remain closed.
130719-000281 Declined: As the agents have explained to you repeatedly, we cannot replace items lost through private trades. Please use the Trading Post in the future.
130728-000130 Declined: Detailed response sent in Ticket No. 130718-002180. This account was either shared or resold. It will remain closed.

Brando.3891:

Gaile Gray.6028:

Brando.3891:

i changed psw and added the phone thing on every login. i’ll try to run antivirus. Should i also contact gw2 support?

If you were able to change your password, you should be ok. It’s great that you added mobile authentication — that will help greatly.

thank you for the reassuring answer, so i’m ok now? i have to change my email or do something else?

P.S. sorry for my english

Personally — and this is just me being extra careful — I might be tempted to contact Support and get assistance in changing the e-mail account used to log in to the account. So if you’re using XXX@emailprovider.com, maybe changing to ABC@anotherprovider.com would be a good idea. Support can help you with that, once they have established for certain that you are the owner of the account. (This is for security, as I’m sure you understand.)

If you were able to access the account and change the password, you’re probably just fine. But if you feel that someone may have access to credentials that would allow him or her to try to get access – for instance, try to submit a support ticket to claim the account – then perhaps a more careful choice is in order.

Brando.3891:

i changed psw and added the phone thing on every login. i’ll try to run antivirus. Should i also contact gw2 support?

If you were able to change your password, you should be ok. It’s great that you added mobile authentication — that will help greatly.

Sargon.9048:

I wanted to thank you Gaile for helping my son out. Apparently it was a mistake, and the ban was reversed. I don’t know what the mistake was but I just wanted to say thanks for the help, and to also thank Cuache for the support in resolving this. Looking forward to playing again!

Glad everything turned out ok for you. Thanks for posting — I love to hear that things sorted out for one of our players.

As the forum rules clearly state, it is not appropriate or acceptable to post petitions in the forums. We don’t want testimonials, we don’t need personal references. The ticket will be reviewed by an agent and a decision will be made based on the game evidence.

Thanks for understanding.

It’s so nice of you to post this, Seven. Thanks for letting us know you were helped so quickly, and that you’re back in the game.

We’re not going to reverse the renaming requirement. Other players have explained this to you clearly in this thread, and it’s really that simple.

The most recent response from the team was after 10:00 PM last night. Ask you sister to review the update and she should be ok. If not, have her update the ticket. If she is unable to do so, have her send an email to Support@GuildWars2.com and be sure to include the original ticket number — 130728-001752 — in her new ticket.

Please note that we almost never want someone to create a second ticket, so this is definitely an exception to the rules and is to be followed only if necessary (meaning, she is not receiving the first responses).

VOLKON.1290:

Gaile, this may seem a silly question, but would asking for my account name to be modified from VOLKON.1290 to Volkon.1290 fall under the “we can’t do that” category? I’m not sure how I wound up with all caps, but I feel like I’m yelling at myself and everyone else. :P

Thanks!

That is not a service that we can offer. There are many people with all-cap names, so please don’t worry about it.

RileyMo.1479:

Gaile Gray.6028:

RileyMo.1479:

For some reason while playing today my dad got disconnected from his account, and now it won’t let him in at all. It says the account has been closed permanently, but he has never had any issues in the past or anything indicating why this would be. I’m sure this is just an error and any help would be appreciated as he has no idea what has happened. The ticket number is 130731-002214.

The team needs to verify the ownership of the account, an understandable and necessary process to ensure we’re using proper security processes. A response was sent early this morning, so please have your dad respond with account information and the team will assist him.

Thanks Gaile I appreciate the help. I didn’t mean to start an argument over who could/could not post in the forums, but just wanted to explain why I was posting on his behalf.

We found the email and apparently Gmails SPAM filters has suppressed it so I am very happy you made this post or he wouldn’t have even known where to look.
He has responded to all of the questions a moment ago.

Thanks for the help very much! While his issue isn’t solved yet at least its a step forward.

Happy to help. And I don’t consider the discussion about posting an argument, so no worries. I really do understand the questions that arise, and I’ve been “on both sides of the fence” about the whole subject. I’m glad you were able to post for your father, and I am sure he’ll soon be back in the game.

There is no evidence this account was hacked. There is evidence that the account was used in breach of our User Agreement. There are very good reasons why the account will remain closed.

The answer to this isn’t to not take action on actionable offenses, but for you to step up and report players who are abusing others, through harassment, through racist language, through offensive chat.

Each report is reviewed with care and action is taken if and when it is appropriate. We appreciate the help of players to keep the game world a pleasant place for everyone.

Better to light a single candle than to curse the darkness.

RileyMo.1479:

For some reason while playing today my dad got disconnected from his account, and now it won’t let him in at all. It says the account has been closed permanently, but he has never had any issues in the past or anything indicating why this would be. I’m sure this is just an error and any help would be appreciated as he has no idea what has happened. The ticket number is 130731-002214.

The team needs to verify the ownership of the account, an understandable and necessary process to ensure we’re using proper security processes. A response was sent early this morning, so please have your dad respond with account information and the team will assist him.

The first ticket — 130801-000081 — was closed by you.