Guild Wars 2

Sorry, due to privacy considerations, we would not be able to provide that information. I can certainly understand that you’d like a means of contacting the player, and I hope you can come up with an alternative.

We only sell a digital (downloadable) version, so you get your Serial Code by e-mail.

First, you can read all our responses by going to Support (link above) and then going to the “My Stuff” page. But if that’s not convenient, I am told that the best thing to do in cases like this is for you to update your ticket with a new, completely different email address for us to use as a point of contact.

You’ve checked Spam and Junk, I am sure, so I think we need an alternative contact email address from a different provider. (IOW, don’t send a ThisImaginaryISP.com address if you’re not getting mails on a different ThisImaginaryISP.com account.)

Some ISPs/providers seem to have intermittent trouble with our mails. Lately, Outlook (formerly Hotmail) has been flagging our mails as spam. I have heard of issues in the past with Yahoo and Gmail, but I don’t know that they are having trouble these days with properly handling our mails.

Another alternative is to contact your ISP and ask how they can help you ensure you actually receive the mails you want to get.

Hope this helps!

Feramoan (clever name, btw) — I am sorry this happened. And I’m concerned that you did not get the auto-response. I’d even wager that an agent has responded to you, too, so something is blocking our mails. Please check Junk and Spam. I really believe you’ll find one, probably two mails. (What’s your 12-digit ticket number?)

As for your suggestion, I see your point very clearly. Please, may I ask that you share that in the Suggestions Forum? I will be happy to point out the difference in our two systems — and your thoughts about a “confirmation” — to the devs, but it would be nice to have your thoughts on that forum so that I have that background to point to.

Behellagh.1468:

Why don’t you just make Gem Store deliveries NOT count as personal email, they get deleted as soon as you claim the item you bought. Maybe even tabbing the e-mail box between event, personal and store?

Believe me, we have discussed many ways to address this issue, and I’m confident it will be addressed in the future. Brainstorming ideas can take place in the Suggestions Forum, if you wish, but doesn’t really have a place here in Account Support. Thanks for understanding.

Please immediately stop making new tickets. It appears you have submitted at least three in the last few hours. The answer will not change, but you will slow down responses to you and to other players.

Also, you believe that a game error resulted in the deletion of your characters. That is not what our evidence shows, so I have amended your thread topic, because it contains inaccurate information that others may misunderstand.

Kagutsukii.7508:

Ticket number – [Incident: 130725-001097]
to add any help with it. ty for responding

That ticket is just hours old. Please allow time for the team to help you.

First, you can’t call on the phone because we do not offer phone support.

Second, please post in the Tickets for Review thread if it has been three days since you received the final update on your ticket. We can’t follow up immediately because the issue may still be in the works and the forums are not intended for use as an immediate means of following up on a ticket. The team will review the ticket and will get back to you as soon as possible. Please include your 12-digit ticket number if you do need to post in the Tickets for Review thread.

Brother Grimm.5176:

I see several of these each day. Is anyone looking into some sort of alert on the mail icon to tell players to empty their email? I would think this could save a lot of support costs as it seems to be the most common yet easily correctable issue I see in here.

Yes, I have it written and ready to go, but there are many layers of production — far more complex than my small contribution — that must take place before it can be implemented into the game. I know it’s coming, though!

You’re asking for review of tickets just minutes old. And you’re asking for a review of a situation that has been reviewed, multiple times, and for which the outcome will not change.

The accounts in question were used in a network of scamming. Innocent players fell victim to an individual or individuals using multiple accounts to scam, relay/hide items, and scam again.

These accounts will not be reinstated. That really is all there is to say on the subject.

What AP said is accurate. I do not believe that Support can assist you, but you are, of course, welcome to submit a ticket and discuss the matter with an agent.

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

Yes. Once an account is registered, it can be played from anywhere in the world. Internet availability is necessary, of course.

First, this is not your first offensive name. The first was for a cutesy attempt to work around the filter with a variation on a clearly-offensive name. You’ll serve this time out because this is not your first offense.

I simply cannot believe that anyone living in today’s world, and playing a game populated with players from around the world, would not acknowledge that your second bad name choice falls into an truly unacceptable category. Note this:

“We do not permit names that:
Have offensive racial, ethnic, national, or cultural connotations

And that is the very first category that is called out as prohibited, by the way. We absolutely will not permit the name, and an appeal will be a waste of your time, and ours.

I feel you really need to use these references, especially the last one, because your credentials do appear to be known by a would-be hacker, and you need to secure your account. (This is not an attack on ArenaNet or a breach of our security, as the article explains.)

SECURITY REFERENCES:

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

He can delete all characters (moving save-able items to the bank) and then change servers. One change is allowed each 7 days.

Then contact Support by filing a ticket through the “Ask a Question” tab on that linked page. That’s the direction in which to send an appeal.

Mufflarn.2137:

Oh i had reached my mail limit, thanks for the quick help!

Oh phew! Glad it’s all good for you now.

Tebbz.3298:

So my account recently got hacked, not sure if it was a phish, I do not think it was. I haven’t even touched an e-mail for a good two months. Beyond that though, I have my account back and everything is peachy.

Except I lost 30 gold. And nothing was bought with it from what I see. Unless of course someone got on my account to buy 1021010 Orichalcum Pickaxes and then destroy them all to get rid of 30 gold.

I am thinking that they sent it in a message to their character and then deleted the message. Is there anyway to retrieve said message? And even if I could retrieve it, could anything be done about this? I wouldn’t be as desperate to get it back if it was a smaller amount but really I need that back.

Please update your support ticket to discuss the missing gold.

Vagrant — please update your ticket to let the team know you purchased a rename and would like to discuss a refund of those gems (or replacement of the contract for future use).

Thank you.

I wanted to make an update to this thread. Bacon kindly sent me some info about the gift, and right after the distribution we were working with two different dates due to miscommunication. The promotion was intended to provide a free kite to those who purchased gems through June 30th (in UTC time).

Bacon has his kite and I’m looking to see if anyone else who should have received the gift and didn’t was given the wrong information when he/she contacted Support. It’s not likely this happened, but if someone qualified and we flubbed the dates, we’ll update them.

ShunnyBoy.2456:

I have a different problem with the zenith skins. I was careful with picking the skin so I got the correct ones. But when I applied the skin (specifically the zenith trident), I could no longer see my trident. It’s like it became invisible and I also could no longer see the preview of the zenith trident when trying to preview skin on my achievement window.

What’s odd is that other people can see the zenith trident on my character and can preview the skin without any problem.

Any idea how to resolve this kind of problem?

Wow, no, I don’t have any info on this. But obviously, “that can’t be right” comes to mind. Have you submitted a Bug Report?

Let’s be clear. I love my job, completely adore being able to help people and serve as that liaison-y person between players and the company for support-related issues! It’s mainly just a problem with people — honestly, you’re right AP — submitting a ticket and then messaging me to try to expedite it or, having gotten a couple of thorough reviews, pinging me via PM to ask for another review or to argue with the decision.

As a company, we are open to another review. We’re even open to defending a decision, of making it clear why something must be as it was told in the ticket. Heck, you’ve probably all seen us reverse a decision due to a forum discussion! It’s part of being responsive, and that’s what we’re all about.

But those discussions should happen on the forums, not via PM, so that others can benefit from what we learn about one player’s situation. So much can be gained with an open discussion, and while PMs are great for some things (I’ve gotten some PMs I truly treasure) the best place for situation discussions is the forums. (Exception: telling me about an exploit or exploitable bug, which naturally cannot /should not happen in a public space.)

Thanks for understanding! <3

Thedenofsin.7340:

Gaile Gray.6028:

That really does sound like a bug, but I’m concerned that the team won’t have enough information from an in-game bug report. Would you be willing to submit a ticket about this? Don’t worry — we will not take action on your account! But if you submit a ticket, we can get more details so the devs can look into what sounds like a quirky bug that needs to be corrected.

Thanks!

Already known bug – flagged by the developer: https://forum-en.gw2archive.eu/forum/wuv/wuv/ANET-Fix-Your-Towers/first#post2472718

Thanks for that! I wasn’t quite sure, and of course a ticket about it may occasionally contains info that helps the devs resolve the issue, but it looks as if they’ll ask in that ticket if they need more particulars, so I think we’re good.

Mufflarn.2137:

I bought 10 keys about two hours ago and i still haven’t received them, is it normal that it takes this long or am I just missing something? :/

Oh no, you should have gotten you keys right away — usually within a few minutes. Is your in-game mailbox empty? There is a limit of 10 mails that sport the “envelope” icon, so you may need to delete a few to get your delivery.

If you truly have not received the transmittal mail after you’ve allowed a few hours (just in case the store is super busy), then I 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.

Yep, once you’ve created an account, you simply log in using those credentials — e-mail address and password — and you’re good. If it’s a new install it will take a while to install, so you might want to log in and get it started as you head to bed. But honestly, with streaming content it’s not too big a deal, and you can install in the background while you do other things on the computer.

If it’s been a while since you installed, you may be asked to change your password. We’re not trying to be a nuisance, but password lists from other sites sometimes make a player vulnerable (if he’s used the p/w on multiple places, like forums, other games, etc.) If you get pinged to change the password, that’s easily done and you then can start the install.

Congrats on the new laptop, btw, and welcome back to the game!

Please post this in the Tickets for Review. And have your cousin update his ticket instead of making new ones! I’m not going to jump to review a ticket that is only minutes old and I’m pretty sure the team is finished with the multiple reviews but I’ll take a look if I have the older ticket numbers in that thread.

You’re welcome to suggest the “multiple tab” idea in the Suggestions Forum. I can see both sides of that, with greater assurance of noting the soulbound-ed-ness of an item, but with more time taken in reviewing all those tabs. So I suggest you share the thought in that forum and see what other players say.

I personally don’t think another confirmation system is the answer, but the devs may feel that it would be a good thing to have that (and they know a lot more than I do about the whole player experience ) . The bottom line — as I learned long ago in GW when I blithely hit “accept” and vendored a white dye — is that you need to slow down just a bit and pay attention to what you’re doing. No amount of “hand holding” (an apt term, imo) can prevent someone from doing something foolish. (Case in point, accidental deletions of characters. It’s surprising that someone does that, actually types out the name and still deletes in error.)

That really does sound like a bug, but I’m concerned that the team won’t have enough information from an in-game bug report. Would you be willing to submit a ticket about this? Don’t worry — we will not take action on your account! But if you submit a ticket, we can get more details so the devs can look into what sounds like a quirky bug that needs to be corrected.

Thanks!

highlander arc — just checking in with you. Did you submit a ticket? It’s really important that you do, so we’d appreciate hearing from you!

Glad this is resolved, quickly and happily!

If you check and your don’t have 10 envelopes in the box, then go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to look into this for you. But the first thing is to make sure you have room in your mailbox.

anzenketh.3759:

Yes I know it is in the tooltip.

If it’s in the tooltip… ???

Raghnu.1049:

Generally I get an answer back within 20 minutes of a support ticket, it has now been 14 hours, and I have received nothing.

I would generally not be concerned, but due to the horrible customer service I received on my last ticket, I would like to escalate this current ticket. Please let me know via email or response from ticket if this is possible.

I’ll look into the auto-response system, but you should have received a confirmation that we received your ticket right away. Then, you await input from an agent.

Are you writing to ask why you were suspended? You used offensive language today, and your suspension will end on 25 July.

If you are asking for an immediate response to your appeal, the fact is you used offensive language but stated in your ticket that you expect to be reinstated because other people do it, too. The “everyone does it” excuse never flies. Your responsibility as a player is to abide by the rules and, if you are willing, to report those who breach the rules. The response to this is rather like what parents say, around the world: “I don’t care if everyone else is doing it, that’s no excuse to do it too.”

Please await a response from the team.

Smooth Penguin.5294:

There already is a warning when you attempt to delete a character. If you had a Soulbound item, that item is lost forever once the character it’s connected to is gone. Be careful in the future when deleting things.

Thank you for posting this. Players can miss the warnings, but they are present.

When folks say “It didn’t work” it’s usually because they have transferred sometime in the last 7 days. As far as I know, the “delete characters/transfer” system is working just fine.

Please DO remember to bank your items, though, because those on the character will be deleted when the character goes bye-bye.

Conncept.7638:

Isn’t there a rollback system for just such situations?

Account Restorations are intended for accounts compromised by unknown third parties. We don’t offer “roll-backs” for other types of account issues attributed by a player to a compromise incident because it’s not possible for us to ascertain that the account truly was compromised, and was not shared, resold, or given away.

I don’t intend to suggest that the OP is making misleading statements, but the fact is that two people could collude to “hack” one account, then get a re-roll that essentially duplicates all the items on the account. Restoring accounts can have a damaging effect on the game economy, in such cases, so we focus on restoring account hacked, for the most part, by RMTs.

You’re run into the escalating system for violations, as explained here: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/

Using “creative spelling” to use unacceptable words is… unacceptable. Please make better choices in the future.

My apologies! I posted the absolute WRONG response in this thread.

I am very sorry about your roommate situation. It seems so mean, especially from someone under the same roof.

I honestly do not know why this might happen, but I suspect that someone active on the Technical Support Forum may know the answer to this. I will re-route this to that forum.

It sounds as if the Support Team has reviewed you cousin’s account multiple times. I’ll look into this in the morning, but in the meantime, I’m closing this thread. If there’s anything to provide, I’ll do that when I know more.

Do note that your personal account security is your responsibility, and in this situation whatever takes place on that account is your responsibility. But more when I know it.

I can’t answer this for certain — it’s a mystery. But you’ve done the first step I would have recommended, so at this point I would suggest you contact Support by filing a ticket through the “Ask a Question” tab on that linked page so they can 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.

Sometimes our mails get sorted into “Junk” or “Spam.”

Could you ask him to look in those folders, and of course he is welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

I see this one has been resolved. Please tell your friend “Welcome to the game!”

JustTrogdor.7892:

Gaile Gray.6028:

We reviewed the chat logs and this player isn’t a spam bot. There’s a lot of actual conversation between the guild messaging.

Okay thanks for looking into it. It just seemed odd because that was the only thing I ever saw the person post in /map chat and it seemed to be at all times with the same copy and paste message. I guess just a coincidence. I’ll just block so I don’t see it anymore

That’ll work, and good idea.

Your friend ’s account was not impacted by any issues related to jumping puzzles. He was involved in cheating and the account was closed accordingly. This has already been reviewed multiple times and according to the notes on the account, it will remain closed.

Ocelot.6053:

If somebody in my guild were to be perma-banned, instead of just quitting the game voluntarily, would I be able to tell the difference? For example, does Anet delete the banned player from the guild roster?

The reason I ask is because if one of my guildmates were to be banned I would like to know about it so that we could improve our member selection and retention policies.

Sorry, there is no way that you could discern the reason behind someone’s departure, whether it’s voluntary or related to an account termination or suspension.

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

Update: 22 July 2013

130707-002429 Resolved
130712-000965 Resolved
Jeigh.8637 Resolved
130705-000728  Agent responded to you on July 5th. We can help you, but you need to read the response and follow the instructions.
130705-000302 Question answered July 4: We are unable to replace Karma.
130719-000281 We cannot replace the item that you mailed to another player. In the future, please use the Trading Post for all transactions.
130709-000067 This account was not compromised and was involved in cheating. It will remain closed.
130712-001670 This account was not compromised and we cannot offer an account restoration upon request.
130718-001933  Declined: You cheated and are asking for a reduction of your termination to a one-month suspension. That is not something we will do.
130711-000509 Declined: As has been explained in many tickets you’ve submitted, the account will remain closed. Please do not submit additional tickets.

Notes:

• 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.