Guild Wars 2

SandraSolace.7682:

The option would be the support system, via email.
We could have 100+ of these a day if that didn’t exist and most don’t even post here.

I also don’t know anyone in real life who plays but I do trust support and unless needed I wouldn’t post about it on the forum.

So no, you don’t actually need access.

That sums it up. For every legitimate error that is exposed through a forum post, we’d face a hundred appeals for legitimate suspensions or bans. Heck, we face that already, with people with potty mouths saying “I don’t know what I did” every single day.

I argued for allowing banned players to post on the forums, I admit I did. But others argued against it, and at the end of the day I can see that not having such posts. I don’t imagine there is anyone who (1) doesn’t know another person who can post on their behalf and (2) truly needs a forum post to right an error. I’m ok with the way things are going now, and I’m all about advocacy for players, so I think we’ll leave it thus.

Thanks for understanding.

Ok, first, your ticket 130801-000184 is not closed and never has been closed. It is awaiting a response. Give the team a chance to answer, please.

Secondly, as the team will tell you, you stepped FAR across the line with your references to sexual assault at 23:32 GMT on 7/31/2013. You suspension will not be lifted and you are skating very close to an account closure with the number of infractions you’ve run up for comments of an offensive nature, including sexual violence and racism:
7/31
6/08
5/21
2/22

Please don’t try to excuse the behavior by saying that the gap between offenses makes it all better, or that some, any, or all were a “joke.” The language is inexcusable.

Do not make another thread. This matter is closed.

UltraHiDef.4809:

Gaile, I really want to believe you, but their actions say otherwise. I don’t check my email for support I checked the ticket and it’s been closed without a response. And I don’t think you thought much about that junk mail thing you said, if I got the survey mail and the mail that confirms that I’ve submitted a mail, how would I not notice their response? I also made another ticket and I still didnt get a response. 130801-000184

Why oh WHY did you make another ticket, darn it!? No matter whether a ticket says it is closed or not, you can reopen it simply by responding. I will look into this, so give me a chance to see what’s going on.

KNOWN PHISHING EMAIL:

Good grief!

I just received the following:

— SAMPLE —

From: ArenaNet <noreply@guildwars2.com> <— looks legit, right? Not even close. Check the real sender in properties and you’ll find the IP is in The Netherlands, and is undoubtedly a proxy used by account thieves to hide their real location.

Guild Wars Account Will Be Shut Down Inform (<— because we use terrible English like that, right? ~rolls eyes~

“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::

[ the link that was included in this bogus email wouldn’t be bad if the link actually lead to our site! ]

Guild Wars 2 Team"

— END SAMPLE —

The very long URL looks ok at the start — account.guildwars2.com — BUT it then has a bunch of numbers separated by dots and it ends in .tk. We do not have a .tk site!

Always, always look very skeptically at links in any email that you receive that is related to something of value: your bank account, your game account, medical records, etc. Look at where you’re really going, not where it appears you’re going if you were to click the link. But really, the best practice you can use is to copy and paste the displayed URL in your browser, rather than clicking the link. Consider the few seconds it takes to do that an investment against account theft.

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

Guldlock.8926:

Hello! I have tried to change my character name to another name, but the name that i want is unavablie because someone else is using this name. I have tried to contact this person and ask if he/she would be fine with changing the name, but he/she has not been online since I decided to change my name and that was about 5 months ago. I have checked every day if he/she was online. Im suspecting that he/she don’t play the game any more. Is it possible to get the name and if possible, what should I do?

Goreville.8021:

Hello My name is Joel. I have a question about changing my players name. I am aware that you need a name change contract but the name I like “Goreville” appears to me taken. I have tried to contact the person who has this name and I was wondering if the account is dormant is there any chance i could acquire the name. Thank you for your time.

I like the ideas that other players have presented you in this thread. I suggest you choose an alternative name, a variant, for we cannot give away someone’s name, even if the account is somehow dormant. Nor can we assure that a name swap will work because even if two parties are willing, the name reservation system, and the fact that names go back into “the pool,” makes such arrangements a player-to-player agreement, and we will not be able to intercede or assist in any way.

I worry that your father’s account may have been compromised (or hacked). If two people are accessing it — a legitimate player and a hacker — and if the hacker misbehaves, we do lock down the account. Just have him hold tight for a Support response; they usually get back to teh player within a matter of hours.

If you find you still need help after three days — highly unlikely considering the fast turnaround on tickets — do feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

What you have written is not only untrue, it’s offensive. Our Support Team helps people every day — restoring stolen accounts, returning the account to it’s pre-compromise state, taking action against inappropriate action, removing scammers from the game and much, much more.

Your ticket would only be closed without response if you had submitted duplicates, or if you had received a response that told you the final decision on the matter via that or another ticket. The job of Customer Support is the help players, and the team does that every day of the year.

If you think you did not get a response, check Spam. Check Junk. We have learned that some ISP’s block our messages. There’s not much we can do, but if you suspect that has happened to you, send us a different email address, with a different provider and we’ll continue to try to discuss your issue with you! And I truly sympathize with this, because if you truly did not receive a response, why in heck did you receive the survey? That’s just wrong!

Again, we want to help, when we can!

danielrjones.8759:

no idea why you got banned, But as far as saying they will say “we can’t help you” I feel this is completly untrue. I have had my account hijacked in GW1, They got it back for me and rolled it back to the day before it was hacked.

Thank you daniel. It’s good for players to see these comments, because they show that people are getting help, and are getting responses, and we’ll do our level best for every one of our players!

I really don’t have time to review each issue like this on an instantaneous basis, where “I was blocked 20 minutes ago. Please tell me why.” For information, you must contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you and explain what took place.

But perhaps I have help by telling you that blocks are seldom instant. Our team members get reports 24/7/365. An agent then needs time to review the issue and make a decision about how to react. Therefore, the account can be blocks hours after an incident of offensive chat or inappropriate in-game behavior.

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

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.

I am not going to go into details, but the facts are different than what is presented here. I think most of you have figured that out. Thank you for that.

paynesgray — this will most likely be resolved very soon indeed. If not, please provide your ticket number so we can take a look tomorrow morning.

ShadyNZL.9018:

Isn’t it a bit personal to ask for his ‘show’ size?

Oh Shady, Shady, Shady. You knew meant “shoe” but I went ahead and changed it on my post just to make it clear for others.

:D

Viper.2436:

allright he just got an answer on his closed ticket 2 minutes again
he finally got a link to reset his password

thx

Yep, as I said.

I have asked you, repeatedly, to stop making posts about this. I have asked you to not make duplicate tickets.

Have your friend go into the system and close out all duplicate tickets and await input from the team on this matter. The team IS looking into this, but you need to please stop posting. Period.

bluestocking.6148:

Well there’s your problem. I mean seriously, it’s right there in the email. Your friend bought a code from some third-party that’s probably not legit or was used for more than one account.

Did he buy the second account from the same retailer, or did he download it direct from the site here?

bluestocking is correct. It’s not fair to blame ArenaNet or NCSOFT for the shoddy practices of an unauthorized seller.

Viper — Please stop posting about this. The issue is NOT ours to resolve, and I think the team has been extraordinarily kind to allow the player to re-enable his account rather than saying “Nope, start over.”

Considering the circumstances you are wrong to be upset; rather, I feel, you should recognize that we got not a single penny of that shady seller’s money, and cannot be held responsible for his/her actions!

If your friend needs help with his password, have him update his existing ticket. Tell him to not create new tickets. Doing that provably slows the process and wastes his time and ours. We want to help, but can only do so in a reasonable flow of time, without incessant new tickets and forum posts on the same subject.

And quite honestly, if he again purchase from an unauthorized reseller — and I don’t care how big that company is — the issue may be that again he’s gotten a fraudulent serial code. Only a discussion with the agent can resolve this, so please have him continue that talk.

What you’ve described is not disallowed activity. The number of false positives is very low, but if you were somehow mis-flagged, you need simply contact Support and they will resolve the issue.

MeGaZlo.9516:

Hi.
I bought a bank slot in the gem shop. It turned out I had a maximum slots. What should I do with it now?

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. I feel sure that we help with all of these, because it’s not clear that you have maxed out the slots when you purchase, so we want to get you back the gems, once the purchase and details are verified.

Zaoda.1653:

Edit: Problem solved, I put in a query to customer support and it all got resolved :P

Saw this earlier, and I forgot to thank you for updating. The team is usually pretty quick about helping with that. Thanks.

Actually, please fill out what you can and put “None,” “N/A,” or “Unknown” in the other spaces. I don’t think it’ll process well with blanks, so please just slip in “No” or “none” or another indication that you cannot provide that point of info. (But if you already submitted, no worries! What’s your 12-digit number, do you have that handy?)

You do not need to provide ALL info, but as much as you can would be very helpful. Please don’t worry about the breakfast in 1996. We do want to know your shoe size in your junior year in high school, though.

Astral Projections.7320:

The first is usually just a forced renaming. iirc, no suspension unless it was really bad. It’s the subsequent non TOS names that earn the suspension. You got the first rename, chose a non TOS name (you admit you rebelled) and so you gained a time out.

They won’t remove the suspension. If they did that for some people and not others, there would be claims of favoritism. Also, some people need the full suspension to understand that ANet is serious about this. Otherwise they would continue to make bad names with the expectation that they will get a slap on the wrist and a warning.

I’m afraid you will just have to wait the suspension out.

This is correct. You had your “one time leniency” and abused it with an offensive rename. There’s nothing to do but serve the time and, in the future, remember to choose wisely.

Absolutely! Ask her to submit a ticket and it will be routed to a French-speaking agent.

Faelun.7563:

Gaile Gray.6028:

The Scarlet Raven.5416:

I doubt it was real working key generator anyways. 99% of those youtube videos are just scams that try to get gullible kids to download trojans.

After all you’re not gonna create a video and ask folks to download your virus are you? No, you’ll call it something like a “Super Awesome Key/Gold/Pin Generators!!!”

I’ve never seen an actual “key generator” yet. They are ALL keyloggers or other forms of malware designed to steal your account. Every. Single. One.

Are you talking about for GW2 specifically? Because they certainly do exist for other games, or did in the early days of cd keys

Yes, for GW or GW2. Thanks for pointing that out; I’ve updated my comment to reflect that stipulation.

Incidentally, the team is aware of this alleged “key generator” just as they are aware of others. We don’t care if it says “100% working” all it’s “working” at is stealing the account of someone who tries to use it.

Hey Viper. An agent is in the process of reviewing this right now. (He was doing that when I asked him about it, so we’re good.) Two things happened:

1. An agent clicked the wrong thing. Ignore the flags or the designations — they were simply done it error.
2. You submitted a duplicate ticket, and as I have said many times, duplicate tickets slow your response! Here is a perfect example of that, so everyone should keep this in mind: If you want an update, update your existing ticket and do not create a new one.

You’ll have an answer today.

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.

Because this was well over three days old, I was able to send this over yesterday evening. It was reviewed by the team, and they informed me that they did respond to PayPal’s inquiry. In fact, in addition to responding to PayPal they sent an e-mail to the GW2 account holder advising him/her that we had to place a block on the account because of the potential reversal. Having done that, the team then released the account predicated on the belief that the PayPal issue would be resolved by the account holder and PayPal.

However, a few days later, the reversal came through anyway, and the account was (as required) blocked again. What the team tells me — no offense intended here! — is that when that happens it usually points to a lack of follow-through on the customer’s end.

The good news is that the team has reviewed this issue and will be releasing the account. But please be sure that if this sort of situation arises again, the GW account holder follows every step to prevent account closure. Account reinstatement could not happen again, as I’m sure you appreciate.

I understand what you are saying about the “fun factor.” What I was trying to point out was the “advantage factor.” And I think we can all agree that whether you justify it because it’s faster, easier, or just more “fun,” it does indeed give a player an advantage over one who does not use the program, and under our current guidelines and rules, that’s just not right.

If y’all have suggestions about this, please do feel free to post them in the Suggestions Forum. Again, I understand your thoughts, but the suggestions need to go where they’ll be seen by the right people. Thanks for understanding.

The Scarlet Raven.5416:

I doubt it was real working key generator anyways. 99% of those youtube videos are just scams that try to get gullible kids to download trojans.

After all you’re not gonna create a video and ask folks to download your virus are you? No, you’ll call it something like a “Super Awesome Key/Gold/Pin Generators!!!”

I’ve never seen an actual GW or GW2 “key generator” yet. They are ALL keyloggers or other forms of malware designed to steal your account. Every. Single. One.

Guys — just read these:

• “Guild Wars 2 Account Be Shut Down Inform” — Say what?
• “It will be ongoing for further investigation by ArenaNet’s employees.” — Huh?
• “Recently, account abuse is obviously rising up.” — What’s “rising up” is my anger at your scams! AND your poor writing skills!

Actually it’s good they’re so badly written; it helps make their phoniness clear to the casual viewer.

If you’re not sure, click nothing, take no action, reveiw the sticky thread for samples, and and ask!

Ask yourself: If Fred is clicking a gazillion times, and I’m not — if I’m getting an achievement in 1/10th the time — aren’t I getting an advantage over poor ol’ Fred?

I don’t think we’d approve of this, even if we were in the business of approving of that sort of thing.

I don’t see any ticket numbers, do I? Give the team three days, if you don’t get a response post in the Tickets for Review sticky thread. Thanks.

We have no way of knowing who used your account, and I’ve been seeing the “Evil Little Brother Defense™” since about 1988.

Because of this, we could neither lift the suspension nor remove the mark from the account. Sad consequence, but obviously the result of account security issues. You own your account security. Keep your brother out of your account, serve your time, and consider this a very small lesson learned.

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.

Feel free to submit a ticket, but never, ever post a link to a cheat or exploit site! Alternately, you can write Exploits@Arena.Net.

Thanks for understanding.

This isn’t something that a forum member can answer for you, and in fact it’s not something Support necessarily can answer because we need to protect our means of detecting people who are misbehaving in the game. I do appreciate that it’s frustrating to be caught in a false positive, or to be told “you did something and we’ll let you back” without telling you want not to do to avoid another block.

All I can say is that false positives are rare, and each time it happens we try to refine our processes to reduce the chances of it happening in the future. In addition, quite often, someone who is given leniency in a reinstatement usually has a pretty good idea what he did that triggered the whole incident. I suggest you discuss this with your brother, review what other people have done in similar situations, and, basically, don’t do that thing again.

As others have explained, we are not always able to shut down sites offering cheats or exploits. You’re welcome to send to Support, but the best answer is to never visit such sites and of course to never use the things they offer.

I am not able to assist with this matter. There is a question about who actually owns the account, and it was used for illicit activities, as well.

Shalentei.8061:

i just checked my bank online and i was charged twice for buying the game

Oh no! Please just contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. I am sorry about this error!

I understand you want to help your friend. As I said, we are actively looking at this!

I will merge this post into your other thread, but please just wait while an agent figures this out.

One thing we noted was that this account was purchased from an unauthorized third-party and that can sometimes pose issues in verification. We also suspect that the hacker closed the ticket when your friend wrote us.

We will continue to address this, but we may need to wait until a couple of other people are back on duty before we can finally resolve this. In the meantime, be assured that the account is locked to everyone and it is going to be kept that way until we have more information.

Your friend is getting hacked, repeatedly. This is not an issue with our security, nor an issue with the quality of our support (hence, I changed your insulting thread title).

Your friend needs to secure his computer, as our agent has told him. He needs to scan for malware (like a keylogger) on his computer following instructions sent over on July 25th. He probably needs to set up a completely NEW e-mail account, since his e-mail may have been compromised. And he needs to stop making new tickets! If he has new information he needs to update his first ticket rather than making a new one.

We want to help, but we’re unable to do so right now, because we may be exposing the account’s information to the hacker (through an insecure communication chain). And your friend is refusing to provide other information that we need to prove that he is the account owner, when multiple people have the serial code.

Answer me this: How did that other person (the hacker) get the serial code? How was he able to get in the middle of this conversation? Probably (I am speculating) because the e-mail is hacked. Definitely he did not get the code info from us! Your friend needs to provide information that the hacker does not have. We are willing to work with him, but he needs to do his part!

My associate is sending a response. Have your friend respond, but have him consider the idea of a new e-mail address to keep the conversation private because we really believe that e-mail is compromised and that’s how someone is hacking him.

Oh, please do go ahead and write up a ticket. We try very hard to make adjustments when we can. I can’t speak to this precise transaction, but if you contact Support by filing a ticket through the “Ask a Question” tab on that linked page, the team may be able to assist you.

Oh great, I’m glad you’re ok. Good luck on the next achievement.

I’m not sure that the account is considered “ineligible” as that we’re not able to offer that service. I seldom discourage someone from asking, because there may be elements I don’t know about that prompt a different response. However, I think the process of a server reset is simply something we do not do.

Which, perhaps, adds even more weight to the suggestion for a confirmation process. That is not to say that clicking “Yes, I confirm” will stop all unwanted transfers. But if we can cut them down, and if players know they set it up and confirmed, I think that would be better. (The foregoing was a personal opinion, and does not necessarily reflect those of the dev team nor the ability to add such a feature to the game! )

I’d suggest you check the guild wars wiki — wiki.guildwars2.com — and look for player tips. You can also submit a ticket and Support can give you some ideas, as well.

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.

Well, I don’t want to block people completely, because occasionally I need to get a PM. For instance, you’ve both seen someone post “I think I know about an exploit” and I give them an email address or tell them to PM me. I do not want to start collecting exploit reports, but sometimes — is that’s the only way we’re going to hear about it — it’s good to have a PM box.

Also, sometimes I need a bit more info about a situation (say one in which a ticket has not been submitted) and I ask for that via PM for privacy reasons.

Plus, I don’t want to be out of touch, I just want people to post where they will be helped as quickly as possible and where their post and the solution/answer may help others.

I have received quite a number of PMs, many from people who haven’t even submitted a ticket. Please read the first post and help us help you!

Please understand that we simply cannot offer the service of correcting user error on an unlimited basis. The one-time replacement was a favor, but with all due respect, you really need to take greater care in your in-game transactions, for you own the process and you can prevent these issues from taking place.

I know you are disappointed, but that decision is final, and again, you can prevent the need for these requests in the future by exercising closer attention to the in-game transaction.

Assuming you’ve posted in TS, I’ll close this. Good luck with the problem — lag can be frustrating!

I understand your thoughts, marnick, but there is not means to do this at the time.

I’m glad you sorted that out. Thank you for updating to let us know!