Guild Wars 2

Conncept.7638:

Gaile Gray.6028:

We will certainly look into this, and thank you for the detailed posts. Saying “I didn’t get it” isn’t nearly as helpful as “This is what happened: (a), (b), ©.” So thanks for putting in the steps that will allow us to reproduce any issues!

Apparently Arenanet has just declared copyright over the letters A and B.

Oh dang, I made that public, huh? We were hoping to make a big announcement, but I guess the cat’s out of the bag now.

Make that A, B, and C. No parentheses = no worries.

We will certainly look into this, and thank you for the detailed posts. Saying “I didn’t get it” isn’t nearly as helpful as “This is what happened: (a), (b), ©.” So thanks for putting in the steps that will allow us to reproduce any issues!

Smooth Penguin.5294:

Gaile deserves a bonus for putting up with this. I’ll e-mail Colin with the suggestion to double her pay.

gasp Don’t you dare! Colin doesn’t need one more email, that’s for sure! (But thanks for the sweet idea! )

Players have had issues with not picking up the chests, or accidentally vendoring or deleting them. There isn’t an issue with the chests as far as we know, and I think we would have heard if there was an issue because they’re so popular.

I hate to say this, but I would attribute the issues you both have experienced to one of the possibilities I mentioned above — as sort of (I hate to say it) user error type of thing. I know we cannot trigger that reward again if a player does not collect (or retain) the chest.

Loli Ruri.8307:

Fake.
If Anet needs to close an account, they just go ahead and do so, giving you the option to simply open a ticket with customer support to resolve the issue.

AND… we don’t write using such awful grammar making a bunch of spelling errors.

Thoraxes.1948:

I just fell for one because it came in my actual inbox.

I’m screwed because I gave them all my information

I feel so stupid and bad right now.

I don’t know what to do.

Immediately contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They probably 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.

Eddie Van Grog.7095:

Gaile Gray.6028:

Eddie Van Grog.7095:

Hello,
I had my GW2 account since Beta times and I enjoy this game immensely!
Given the new added importance achievements gained these past days, I am contacting you with a strange problem that I can’t understand.

I have the Hint Completion achievement blocked at 98%. This is because one of the social items of the hint completion is not ticked. This is the “Your mailbox is full” item. This is very odd, as I have had my mailbox full PLENTY of times! So I really don’t get it…
Given its 10 achievement points, this is something that I would like to have solved.

Could you please help me solving this problem? That would be great.
Best wishes,
M.

This isn’t something we can address via the forums. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Thank you for your answer Gaile! <—fixed typo. gg

Well, I have asked my guildies to fill my mailbox with spam… I started deleting all emails that were not sent by real people and, magically, it eventually worked!!! Yeah…

Thank you again,
M

Yaaay! Thanks for letting us know.

Rather than simply suggesting you submit a ticket, I think the best thing for you to do is to review the following articles: http://wiki.guildwars2.com/wiki/Explorer and http://wiki.guildwars2.com/wiki/Map_completion. Both of the articles have important info that may help you resolve this issue. If you still need help, you can submit a ticket to Support. (I believe that there still exists a “rounding up” factor that may indicate 100% when the account is at, say, 98.4% or 99.1%. We don’t know of any bug with this process, so when you have completed all the maps, you should definitely receive the rewards.)

wizzy.6871:

Thanks for quick reply Gaile.

I’m glad that my would like to be name isn’t offensive since I completely made it up

I’ll keep my current character name since it is not some big problem for me, I just like to keep few names in all games to remember my chars

Yep, yep, it’s absolutely ok! I’ll keep trying on this one, but there’s some insight below. Still, as we all can see, what we block as a word should not necessarily be blocked as a letter combination within a word or name.

EnemyCrusher.7324:

“Lul” is a Dutch term for a certain male body part. I wish they would adjust the restrictions on it though so that it can be used in names if it is not a standalone word. Blocking names like “Lullaby” and “Lulu” doesn’t make much sense.

Thank you for the reminder — that was the problem And yes, the filter should be adjusted, and I’ve tried to make those changes a few times. We’ll take another look at try again the next time we expand and update the lists. Thanks for the helpful info.

Mazinger.1084:

I recently opened a ticket [Incident: 130707-002459], which was promptly handled by your support team, however while trying to respond to thank the agent I noticed that I’m no longer able to access the support account. I had the password stored in my browser, so I’m certain it did not change. I also wrote it down so I know I didn’t enter it incorrectly. This happened immediately after having the case handled, so I’m wondering if they somehow accidentally (?) disabled my account. Can someone look into this as I’d rather not open a new support account just to restore my original. Thank you.

---

Post edited by moderator: Please make sure to not have any account-information in your postings.

I notice that the request was fulfilled on July 7th. Were you able to see that reponse? If not, I suggest you check Junk and Spam folders, and then if you still cannot find the email, simply write Support at Support@GuildWars2.com and include your ticket number 130707-002459 in the email. The team then can try sending you another response. (But the good news is, the issue was resolved. )

wizzy.6871:

Hello, this is not some game breaking problem, but I would like to ask about character name.

When I was creating my Ranger, I wanted to gave her name “Lulambinka” but I wasn’t permitted to do so, since the name “contains words or partial words that are not permitted”

The problem is somewhere in the second L since I was permitted to create character “Luambinka”

I was thinking about buying Name Change Contract, but I suspect it won’t let me rename to that name either.

I don’t understand where is problem with that name since I’m using it in Lineage II, World of Warcraft, Diablo III and Runes of Magic and never had a problem with it.

I don’t want to beg for ability to rename or anything just want to shed some light on the problem with that name.

Thanks for answer

Your truly
Lulambinka

Long ago, we had a player who wanted to use a name with the letters “Lul” in it, and he/she was blocked from doing so. I honestly cannot remember if that player ever succeeded in using the name — I believe so but I’m not certain because it’s been months since we talked together about it.

I know there’s a tiny bug in the Name and Word Filter that impacts a few (thankfully few) names. I believe the one you are trying to make may be hitting that bug. I would suggest you not purchase a Rename Contract because if the name is blocked upon creation, it probably also will be blocked as a rename, and I hate for you to waste your money.

At the present time, we’re working on improving the filter, mostly adding a bunch of new words and letter combinations that we’ve discovered through unfortunate choices made by players. However, you’re not attempting to use a bad name and we know that! I’m sorry that you’re caught in this, and if there’s more info in the future, I’ll try to dig up this thread and let you know of any changes.

Fangos.6421:

I was just playing and suddenly I got this error and dc’ed to the character screen. I logged back in with no problems.

I’m a little worried, though I did have connection problems before though I am not sure if its related to that.

Also I checked my email and I have no post of a new IP address.

EDIT: I have changed my password. I feel a little bit safe though not sure.

I think you are wise to change the password. Better safe than sorry!

skullmount.1758:

I’ll have to do the same. Been meaning to ask about that.

Gaile, on the off chance that it is this simple, does it have to be full from mail only from other players? Or just any mail that counts towards that total?

Thanks.

Look for the “envelope” graphic. They should be only from the BLTC and players, but we noticed that some NPC mails were also displaying the envelope graphic. The starred or heart mails do not count towards the limit of 10.

Does that help?

Eddie Van Grog.7095:

Hello,
I had my GW2 account since Beta times and I enjoy this game immensely!
Given the new added importance achievements gained these past days, I am contacting you with a strange problem that I can’t understand.

I have the Hint Completion achievement blocked at 98%. This is because one of the social items of the hint completion is not ticked. This is the “Your mailbox is full” item. This is very odd, as I have had my mailbox full PLENTY of times! So I really don’t get it…
Given its 10 achievement points, this is something that I would like to have solved.

Could you please help me solving this problem? That would be great.
Best wishes,
M.

This isn’t something we can address via the forums. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Brother Grimm.5176:

The only issue that I’m aware of that will likely result in an absolute account shutdown with potentially no recourse to reopen is if you reverse or deny payment of a legit CC charge….that requires an ACTIVE action on part of the CC holder. Any other “mistakes” would certainly be actionable and have other recourse to be reinstated.

That’s correct. Account terminations for payment issues are quite unusual.

Katz — We will go out of our way to not terminate an account and naturally, we appreciate the support of all those players who legitimately purchase gems. If an issue arises, please do not do a charge-back, but simply contact Support and the team will work with you to resolve it. The process of submitting a charge-back will result in account closure — we really don’t have any choice about that. But many, many other issues are resolved by working with the team — and our helping you is clearly a win/win situation, so we’re delighted to be given the chance.

DrDivine.5378:

I understand this is the Guild Wars 2 forum, but I figured players on here may have already gone through a situation like this so it would be best to ask.

I still have my old Guild Wars 1 account from years ago that has at least prophecies and nightfall completed with a bunch of mini pets. However, I only have 3 points in the Hall of Monuments because I completed all of this before I bought Eye of the North back then. Now that I recently bought that expansion, is there a way I can acquire points for what I’ve already earned?

It’s been years so while I used to be really knowledgeable, now I don’t remember much haha.

You can continue to get points on your Guild Wars account indefinitely. Please see the FAQ, as linked above, for more info.

With the limited information available in your post, I cannot see why the name would have bene censored. I think there must be more to this issue than simply a (unoffensive) name.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. A team member should be able to answer your question.

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.

Phaenon.8270:

Hi, everyone. Just got home and tried to log in, but got a message telling me that my account is banned for 66 hours due to name violation. I scratched my head trying to think how my charater’s name violates the code of conduct. Is the name Hayfa offensive in any way? It’s just something I googled for baby names and thought it sounds nice. If it’s offensive, I wouldn’t mind changing it. But I think at least I should receive a notification or an opportunity to change it instead of immediate ban. Thanks for the help.

Phaenon — Looks like someone messed up. Possibly more than once.

First, the name is not offensive.
The agents appears to have realized that and to have uncensored the character. However, it looks like he/she did not lift the (undeserved) suspension.

I am so sorry about this. I have reinstated the account. Due to the excessive off-topics, the mods will be locking this one. But if you find you have an issue, you’re welcome to make a new thread and I’ll look at the account again.

The team asked me to request that you please submit a ticket so that an agent can help you with the name (to complete the uncensor process). Thank you!

Loli Ruri.8307:

Apparently according to Gaile Gray, Urban Dictionary is a credible source of definitions. If that’s true, any name out there is fair game to attack by people who for lols make up definitions for the sake of entertainment. What happened to Dictionaries we could really count on? If you want to know what I mean about Urban Dictionary, look up “urban dictionary” on Urban Dictionary website. Pretty much!

Please be sensible and engage in less alarmist hyperbole! No one is going to play our system by inserting a fake “definition” and then reporting someone for a name violation. We use Urban Dictionary at times and advisedly. 99.9% of the name violations don’t require any research at all and are clearly offensive, either overtly or through the use of “creative spelling” in a lame attempt to bypass the filters. So UD is no more definitive than any other resource, and is only one of many resources that may be reviewed in the rare cases when research is necessary at all.

Vagrant — I sent over a request that the character be uncensored ASAP. I am sorry for the inconvenience and we should get that taken care of within the next few hours (if not sooner).

Vagrant.7206 — I agree with you. I’m not at all certain why you were suspended and why the name was flagged for changing. Let me talk to the team about this, but I believe we can uncensor this one (with apologies for the error).

Ellis.8562 — A quick review of Urban Dictionary will confirm that the name your chose IS offensive. There’s not a single “definition” that refers to your supposed harmless meaning. The name comes from a popular television show, and we’re certain you knew of its offensiveness in advance of the choosing.

Please stop posting about your alleged victimization. You chose poorly. You were suspended — properly — and you need to move on.

BiohazHARD.6207:

snip

The day that was yesterday, my account was banned for a character “name violation” it was my first time getting that, and changed the name to my name that my parents were to give me.

That is not accurate. You have accrued a long list of naming violations. The names you’ve chosen —looks like about a dozen -- are consistently childish and offensive, and the breaches have occurred since last October. This has nothing to do with a lack of English skills, for your attempts to use work-around spelling to create characters with offensive names shows a more-than-adequate understanding of English.

You suspension will remain in place. And it’s a suspension and not a termination, aka “ban.” Don’t worry about filing an appeal — it will not be upheld.

I suggest you get on board with the Naming Policy, for if you continue down this path, your account truly will be terminated eventually.

Gamadorn.2659:

DevonCarver.5370:

https://forum-en.gw2archive.eu/forum/support/account/Policy-3rd-Party-Programs-Multi-Boxing-Macros/first#post354869

That is and continues to be our stance on macros.

So according to the link it IS allowed.

“Does this program allow someone to play faster, better, longer, or more accurately than someone who doesn’t use it?” – No.

“Does this program allow someone to ‘play’ when he/she is not at the computer?” – No

“Does this program allow the user to gain undeserved rewards?” – No.

Guild Wars 2 players are permitted to use macros as long as the macros are programmed with a 1 key for 1 function protocol. – It does as it would only spam the “F” key I believe….

I believe you’ve misunderstood if you think this is something we’d condone. How is auto-looting not automating gameplay? How is “spamming” the “F” key still one key for one action? How would use of this not give advantage when compared to the player who is individually picking up loot?

Certainly the “Does it allow the player to play faster?” question can be answered in the affirmative. Does it? Yes. That clearly indicates use of this is not suitable use. Consider carefully before giving credence to one individual’s interpretation of a very clear set of parameters.

Smooth Penguin.5294:

It works both ways. Anet has ways to detect Gold Sellers who mail the money, and Gold Buyers who accept it. One should not assume how their system auto-detects RMT transactions, as Anet will never tell us how it works.

That is correct. Talking about detection methods would be silly! How better to learn how to avoid detection than to learn how detection works.

The team generally responds to tickets within a few hours, if not sooner. If the matter is complex it may take a while to research, but tickets are your first line of approach and of course you’re free to post here to follow up, although we’d prefer that you do so after the team has had time to respond to the ticket. As suggested above, the “Tickets for Review” thread is helpful for that, and we do review each post there!

Risingashes — I believe your account has been reinstated.

Thaia.5146:

I created this topic to thank Ms Gaile Gray and other people who have helped me with my “problem”.
I can not disclose any details but I appreciate the fact that the issue is resolved. Thank you VERY much!
Thanks again, everyone!

Best regards,
Thaia

I am so very happy that we could help you, Thaia! Thanks for your note — it’s very thoughtful of you to post.

Grimlen.5763:

So to get things started this is quiet a complicated situation. Back when Guild Wars 2 came into pre-order my friend was low on money. So i bought it for him since he would pay it back. We played pretty often for the first few weeks after launch, but like most games we burnt ourselves outs. So after a few months of rotating through games we decided to play guild wars 2 again. So he was having some trouble logging in throughout the day the password wasn’t working. So i told him to check his emails. and it turns out about 5 or so months back his account email was changed. So now you understand the basic situation this is where the confusing part comes in. I told him about the go to support and go to ask question and select Hacked Account, but the information required to enter we don’t know who put in it (me or him because i bought it). Although i do have the credit card info for sure. So i’m here asking what anyone thinks we should do. Thanks for your time in reading this and possibly replying to it.

The account owner — the person who registered the account — needs to contact Support. Provide as many answers as possible. Please review this post for info on what to include in a ticket.

Aigisthos.3059:

Gaile Gray.6028:

Aigisthos.3059:

Ticket #130701-001031. They updated the ticket and moved it to a new team on 7/1/13 but I have never received a response from it.

It has two responses just today. Can you please let me know if you do not see them? Check your Junk Mail and Spam filters, if you’re reading via email. Sometimes they get filtered.

Gaile, they responded after I posted in this thread.

Good, then I assume this is has received a resolution/ final answer?

I think that mobile auth is a good idea, personally. Each person needs to make that decision, but I do believe it’s a good security measure, especially if there’s any chance that your credentials are known or may be gleaned by someone else (roommate, friend, use on other media like fan forums, other games, etc.)

KingSpoKen.3597:

It’s 2:22 am, I just worked a 8 hour shift until midnight and I knew that today was the day that I get my new zenith skin. I planned for this skin for days. I waited and I anticipated.. right now I’m crushed. I wanted the greatsword skin, and I even spent my only 6 gold on a berserker’s greatsword just for that skin, but as soon as I go to apply that skin, I realized that I somehow picked the hammer skin. Horror is the only way to describe how I feel, is there anything that can be done? I haven’t touched the skin and have since logged out. Any help would be appreciated, it was an honest mistake.

Thanks in advance.

Just to let you know, I merged your thread into a somewhat larger one about the Zenith items. Please note we are investigating this issue and hope to have more info soon.

We’re looking into the concern, specifically about Zenith items. Please hold up on the matter until we have more info.

Zeke — I’m really sorry this happened to you. And quite honestly, it’s unlikely that Support can help with this. There is a risk in having someone else use his CC on your account, and unfortunately, you’ve run into the worse outcome of accepting that risk. I’m not sure why you didn’t use another means of payment. If you had the cash, why not purchase Gem Cards, that would be owned by you and you alone? (They are available online, so the lack of a local retailer isn’t a factor.) Why not deposit the funds into PayPal and purchase the gems that way? Why not purchase a $200 credit card gift card at the grocery store?

I’m not asking you to answer these questions, btw. I’m just presenting them as examples of why what happened is so strange, and why it seems that what you’re going through is so unnecessary, as least at first consideration.

It sounds as if you have been discussing this with Support, and naturally you are welcome to do so. We cannot assist through the forums.

Carlie.3869:

Is there any progress with this? The issue is very annoying.

I am sorry, but there has been no progress on this yet.

Glad this is sorted out for you.

Nars.3789:

Hi. So my friend BlackRain.9537 got suspended her account suspended without reason. She is a regular player and upon reading past posts about this I have checked her character name (Brodd Helgii) for bad translations and nothing came up I have also checked it on urban dictionary. She does not perform any exploits or glitches and the only thing remotely close to this was her selling her WvW siege on the Trading Post but this is not suspension worthy? As it is inside the game ? Thank you for reading and information upon why you might think she was suspended would be appreciated.

The forum really isn’t intended for people to follow up on an issue like this unless someone has contacted Support and has not had the issue resolved in three days or more. In this case, there was an issue with her recent purchase. She should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist her with this.

KenRS.6593:

Hi,

I’ve ordered the digital game standard edition twice because of a message error and a waiting time the first time, the message told me there were an error so I must retry, that’s why I’ve re-entered my info and re-ordered it a second time accidentally.

How can I be repaid? I’ve purchased it with a credit card.

Thanks.

Oh, no worries! Simply contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you, and these are usually processed very quickly.

Thanks for joining the game!

Thervold.2940:

snip

I’m going to add it there in case it helps others.

Marvelous, Thervold, and thank you! I had a ready link (while working on something else) so I believed that the info on the wiki would be complete. Thanks for helping to make it so — I know it will help others in the future.

Hood.4631:

My friend bought GW2 yesterday but can’t log in to the game. he has made a Areananet account but has not received no email to confirm him registering, he sent 2 tickets in support but still no reply
Now he can’t even log into the website which is why i’m posting this on the forum for him
He paid £40 for this game after i recommended GW2 to him and with no support reply i’m just hoping a GM here can help

Thank you

Your friend received a response today, less than an hour after creating the ticket. That is why we ask that players not follow up in the forums until the ticket has been awaiting resolution for three days or more. See this post: https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first#post48339

Your friend has created a name with a typo, but the agent was able to assist and he should be fine now.

IC’s suggestions are sound. In addition, I think I will link the wiki because there is a lot of good info there: http://wiki.guildwars2.com/wiki/Hall_of_Monuments

OPiece.2853:

For a while now I’ve been getting emails that say my account has been stolen/hacked. The emails come from this email address, noreply@guildwars.com. It says

snip

ShiningSquirrel.3751:

Those emails are fake, there are multiple threads about them as well as a sticky at the top.
https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1

Please remove those links from your post above as they pose a danger to other players. If you have clicked on any of the links, you should change your password at once to avoid having your account stolen.

This is correct, and an important reminder for anyone: If you get a questionable email, please remove all links before posting.

I will merge this into the existing thread. Please review the thread into which this is merged and the following thread for more information and samples of actual phishing emails received by Guild Wars 2 players and non-players alike: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1

I’ve answered you in another merged thread. Please review that note. Thanks.

kythor.7650:

Ah thanks! I’m gonna go delete them now!

Are you ok now? Just checking.

The problems are a full mailbox and a general delay in delivery. If you haven’t gotten the item in 24 hours, please do submit a ticket!

SpedalFlux.1520:

ive seen a lot of reddit posts on screenshots of people exploring “outside” the zone, like behind invisible walls or up on high distant mountains or under the map or in other secret inaccessable places. now after the jumping puzzle bans from the new detection system, is doing that kind of “exploring” bannable? I would think the only thing gained from it is cool screenshots, but does it still count as a bannable exploit?

This isn’t a simple yes/no answer. Sometimes it is definitely cheating/exploiting. Sometimes there is no potential gain, so it’s not considered a breach of the UA.

Put it this way: I don’t don it because I value my account and figure I’ll stick to the path well (and safely) trodden.

As players have explained, we cannot get in the middle of the trade and retrieve your item. We can, however, investigate the incident with an eye to removing a scammer. You may contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Aigisthos.3059:

Ticket #130701-001031. They updated the ticket and moved it to a new team on 7/1/13 but I have never received a response from it.

It has two responses just today. Can you please let me know if you do not see them? Check your Junk Mail and Spam filters, if you’re reading via email. Sometimes they get filtered.

You can’t apologize to those you may have offended in the game by posting here. You can’t be sure — even if you immediately apologize in the game — that your apology will be seen by those you may have offended.

If the chat is reported, action will be taken according to the rules. I do appreciate that you’re interested in making amends — that’s a very kind instinct.

Ylvina.6749:

hey everyone, i hope this is the right section but it sounded like it..

well.. how the most know is it possible to switch the autocastmode from 1 to any other skill. when i switch it to a skill with an AoE effekt that needs no target to cast like Dagger 5 Fireattunement from ele, this skill is castet everytime when its ready.

what i wanted to know now: is it allowed to stand maybe in a swamp where are a lot of white mobs and kill those with the new autocast while i take a shower (or something like that)?

i wonder because its a ingame mechanik and no third party programm but it would give me an advantage over other players who doesnt do that

You cannot play the game while you’re in the shower. You should be actively playing the game or you should log out until you can. It’s that simple.

gassy.8975:

My point was that filing multiple tickets (from multiple people) about one single incident, when people know that the others are filing a report for the same thing, probably isn’t going to speed things up. After the first report arrives, a GM will likely check the logs for harassment and act accordingly. Other tickets that come in for the exact same thing will require a GM’s attention for something that was already handled, when instead that GM could be handling tickets for other issues. I doubt customer service folks sit on a harassment ticket until a certain quota of tickets is reached for that incident.

This is correct. Submitting multiple tickets is pointless, and slows down the system for all players, which is something I’m sure the guild would like to avoid. You can discuss the issue with Support, although I will say that changing a guild name because it’s close to another guild name is not at all a common occurrence. More likely, if the individual guild’s members are reported for factual breaches of the UA, they will be actioned if they were guilty of such a breach.

Faye.6894:

Thanks to the kind support team. Now i have an support ticket about the two issues above and the recently issues which just happened recently about my certain character (I created another topic for it but they are all in the same ticket so i think i will just say it in here).

Incident: 130709-000438

The team has responded with some information for you. If you can go through the steps they have outlined, that would be great.

Booning.5476:

Getting the same problem. Tried a couple of time this evening. Checked with bank and balance is fine, no block on card. They did say there have been no attempts at authorisation from anet though. Looks like your billing system is messed up.

ticket #130709-002183

You seem to be good to go now.

Lyer.1905:

I just bought some transmutation stones and I did not receive them in game, however my gems have been deducted from my account.

Sometimes it takes a few hours to arrive. Sometimes you need to remove a few mails from you in-box. If you can let us know via ticket if you don’t receive the item after 24 hours, the team can research the matter.

We’d like the name of your great aunt’s cat’s first kitten, please, and your shoe size.

Ok, I think what’s happening here is that you may be buying with accounts that don’t align exactly. For instance, maybe you’re trying to add gems with a different email address.

In the case of 130709-002183, you’re all clear now.

SupermassiveVH.1520 — If you’re still unable to buy, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.