Guild Wars 2

Helpful info. I’ve moved to Technical Support for the widest visibility. Thank you!

zahn.4915:

Same deal same message card works everywhere else and has worked before
130705-001511

tried both cards that have worked several time an receive approval failure.

As explained in the ticket, your financial institution is rejecting the attempts. Please contact them and I’m sure they’ll work with you to get this figured out. Unfortunately, we can’t process until they clear the purchase(s). Thanks!

BlackRain.9537:

Anyone ? :/ still can’t get it to work.

As the agent explained a couple of days ago, PayPal is rejecting the purchase attempts. Please contact PayPal to get this cleared up, or you can update your ticket if you need more information.

Moonshine Jack.9026:

I thought I’d chime in and mention I’m having the same issue, and have been for several days now. For the sake of troubleshooting:

I have entered two different cards, each linked to two different banks. Both have ample funds available to use. The billing information entered is accurate.

I opened a ticket about it, and have yet to receive any kind of reply.

I took a look in the system and cannot find any tickets with your associated email address. Can you please provide the 12-digit ticket number?

Niyati.4215:

Rajani Isa.6294:

MrsKryten.5104:

I have the same issue as romainette. My saved credit card is grayed out and cannot be selected as a payment option. Paypal doesn’t seem to work either. I really want to get that new axe, too. I also submitted a trouble ticket. Hope it gets resolved soon!

Have you tried deleting the saved card and re-entering it?

Thats about where my post comes in, you select the ammount of gems you wanted. i chose the 800 but couldn’t select my saved card to get to the next step. I eventually deleted the saved card and put in the information 5 or more times to still get the same error. It’s something on anets side, it’s just being ignored. we can’t fix it.

I do not see a ticket in the system for this. Could you please contact Support by filing a ticket through the “Ask a Question” tab on that linked page? They should be able to assist you.

POISON ARROW.2948:

had the same problem. i just deleted all my mail from my in game message menu and received both of my transactions. happy days.

Marvelous! I’m hoping we can make the “overfull mailbox” issues clearer to our Gem Store customers. It’s the cause of much confusion and we regret that.

MrsKryten.5104:

Rajani Isa.6294:

MrsKryten.5104:

I have the same issue as romainette. My saved credit card is grayed out and cannot be selected as a payment option. Paypal doesn’t seem to work either. I really want to get that new axe, too. I also submitted a trouble ticket. Hope it gets resolved soon!

Have you tried deleting the saved card and re-entering it?

I was having difficulty doing that, but it worked for me a few hours ago. Maybe the others can try deleting the card on the website again and see if it goes through this time.

Great advice, thank you. I don’t know why that works, but sometimes it does, and I recommend that players go ahead and try that as a “self-help” process. We’re ready to help if it does not enable the purchase.

I have written up a Knowledge Base article, so that players who have this issue will find it right away if they visit the support site. I agree — 99% of these cases involve an over-stuffed in-box.

I believe that our Fraud and Payments Teams could work with someone in this exact situation, but I cannot speak to the details of this because there are many times that this situation is claimed to be the issue, when it fact the customer him- or herself did a charge-back, and it had nothing to do with identity theft.

I recommend that your friend continue to discuss this matter with the agent who is handling his ticket. Perhaps he can include some of the communications he has had with the credit card company, to establish that this was a case of identity theft. The fact is, in most cases of identity theft, the credit card company will work with the customer to verify each and every charge: “Is this legitimate? Should we process it?” So it’s not common for a charge-back to take place without the customer actively approving it.

Again, please have your friend continue the discussion with the agent. It it’s 3+ days without a resolution, you can post it in the “Tickets for Review” thread stickied above.

I edited to remove the links. Please NEVER post a possible phishing email with links — that just increases the chances of spreading the infection.

Please see this thread and you will note that the email you received IS in the sample set.

As far as we know — and it has been extensively tests — that bug was fixed months ago and all refunds were given at that time. (You mention that you did receive the refund.) We would not give a second refund because the glow is now working properly.

I have a suggestion: Try to move the bar for your glow. Sometimes the glow comes up set to zero, and the player needs to actively move the bar to get the desired effect. I think you’ll find this corrects the issue.

Updated 8 July 2013

130705-000102 Your friend needs to answer the security questions and the team will help.
130614-002358 Under review. We’re taking another look.

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.

Updated 8 July 2013

130705-000102 Your friend needs to answer the security questions and the team will help.
130614-002358 Under review. We’re taking another look.

Nkuvu.2570:

Yesterday there was a player in Queensdale calling out events, providing the waypoint location. Which sounds fine, except that he (assuming gender simply for clarity throughout the post) was calling them out even when no event was active.

I left Queensdale and did other things, but he was still going when I returned. I finally blocked him just because I didn’t want to hear it any more. This works fine for me, but I have to wonder if this is a reportable action or not.

After all, the only thing he’s doing is calling out events. It’s not really verbal harassment, or spamming, or scamming. None of the categories in the report options seems to apply to just plain “making other people waste their time and coin on travel” (a.k.a. griefing) but I certainly can’t see it as truly desired behavior. In his mind he might even have been very funny, though it was clearly frustrating many people who zoned in and got caught by his “trolling.”

TL;DR:
Is calling out a non-existent event reportable?
If a person was to report behavior like this, how should it be done?

It’s certainly unfriendly. It’s certainly a time waster. Is it actionable? I guess I wonder under what category you would report. It’s not offensive. It’s not harassing. It’s not about gold sales.

I don’t condone it, I guess it would just require someone to submit a ticket to get it reviewed, and if that happens, we would be glad to take a look at the chat records.

zarzamora.3261:

Gaile Gray.6028:

It’s “one owner per account, forever.” No sales, trades, pass-alongs, give-aways, use as a prize, recycling… Once the original owner is done, the account will remain accessible to that person but cannot be supported for anyone else.

Sharing or passing-along game accounts is strictly forbidden by the User Agreement.

Excuse for the offtopic but, are you aware that that doesn’t apply for games sold in Europe? As Oracle and Steam already know, reselling used software is allowed

I recently reviewed a detailed legal opinion on this. There are two elements: The software license and the account. The Oracle case did not say that we must enable selling game accounts. Truly, and for everyone: You may not sell your Guild Wars 2 account, no matter what your country of residence.

simplesimon.2084:

Geotherma.2395:

This is turning into one big “You can sell your account and they can never know, so go ahead!” thread. Good job.

Anyone that buys a used account is taking a huge chance. The account they bought could’ve been permanently terminated, never existed at all, origional owner chargebacks the account closing it after the sale, or have such a bad reputation that it is on every blocklist.

Plus it is a hassle to change the email addresses, which you’ll want to do since you won’t have access to the original email in case there is ever a need for a password change.

This is solid advice, and it happens every single day of the week. Resold accounts are a recipe of disaster. Yes, they don’t do our company any good, but they also often don’t do you any good, either. Once the account goes into dispute, it’s closed. Once it’s reclaimed by the original account owner, you’ve lost it (and ultimately he/she loses it too, of course).

Resold account: Just say “No!”

First, let’s be clear: Our servers decidedly were NOT breached. You can read tips on security or a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, by checking out Mike O’Brien’s article on account security.

Secondly, an account that is hacked often is abused by the thief for RMT. Don’t worry, we can usually solve these just fine. If you need help, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Rajani Isa.6294:

Gaile Gray.6028:

Oh dear! Trust me, we do not ignore exploit reports. Players have made us aware of some critical issues over the years. We’re very alert to (and thankful for) reports of exploits, cheats, and all that sort of stuff that negatively impacts other players and player reports helps us greatly.

We’re working on getting a better system in place to report exploits and cheats. In the meantime, you can report (and even include names and a screenshot or two) to this email address: Exploits@Arena.Net. Team members review received emails just about daily. I don’t think you’ll necessarily get a response, but we DO appreciate the reports and will review them carefully.

A few words to the wise:

• Report with care. For example, none of those “We lost, clearly they’re exploiting” reports.
• There’s no need to send a lot of screenshots unless they’re needed to tell the full story.
• If you see a group of exploiters or cheaters, or an individual person engaging in nefarious activities, you can send the date, time, timezone, map, and name and save yourself the trouble of the screenshot, if you desire.
• Again, if you know of a genuine cheat or exploit, we want to hear from you.
• And please NEVER test a potential cheat or exploit. Just send it along and keep your account pristine!

And just to clarify – you do consider (especially repeated) recruit-and-dump to be exploiting, correct?

Honest question. Honest answer: I don’t know. Personally I have an opinion, but from a company perspective, there are wiser people who would know more about this than I do. I would submit a detailed (but polite) report and let the team review and determine the best course of this one. Sorry, I’m not passing the buck, I just don’t know the fine-grained answer to this one.

Ellis.8562:

This is getting absolutely stupid.

Yesterday, after a day in the mists doing spvp I went up against a hardcore guild team. We won. Abuse was heaped on me. It was totally one sided. What do I care?

Untill I got a message saying I had commited a name violation. The forced me to rename my character lol.

THEN

A day later, as of today, 5 minutes ago I logged on my main I was kicked from the game with ANOTHER banned message, stating another name violation, except I cannot even log into my game to see why, or which character has done this offense.

This is just stupid, i’m banned for 72 hours and I don’t even know why, what do I do?

Do you seriously think that naming your characters with silly references to sexual body parts, or to embarrassing medical conditions is going to be acceptable. Really??

You chose bad names. You were blocked and required to rename. Less than four days later, you chose several more bad names and were suspended again.

Serve your time and, in the future, choose wisely.

Oh dear! Trust me, we do not ignore exploit reports. Players have made us aware of some critical issues over the years. We’re very alert to (and thankful for) reports of exploits, cheats, and all that sort of stuff that negatively impacts other players and player reports helps us greatly.

We’re working on getting a better system in place to report exploits and cheats. In the meantime, you can report (and even include names and a screenshot or two) to this email address: Exploits@Arena.Net. Team members review received emails just about daily. I don’t think you’ll necessarily get a response, but we DO appreciate the reports and will review them carefully.

A few words to the wise:

• Report with care. For example, none of those “We lost, clearly they’re exploiting” reports.
• There’s no need to send a lot of screenshots unless they’re needed to tell the full story.
• If you see a group of exploiters or cheaters, or an individual person engaging in nefarious activities, you can send the date, time, timezone, map, and name and save yourself the trouble of the screenshot, if you desire.
• Again, if you know of a genuine cheat or exploit, we want to hear from you.
• And please NEVER test a potential cheat or exploit. Just send it along and keep your account pristine!

Updated 07 July 2013

130625-003163 Resolved 6/28
130627-003697  Resolved 7/03
130627-003913 Resolved 7/04
130626-000469 Resolved 7/4
130626-001168 Under review
130627-001129 A response was sent the same day the ticket was filed. She needs to update the ticket, as she has not established ownership of the account. If she did not see the response, check “Spam” and “junk mail” filters.
130626-002997 Account will remain closed; this was not impacted by the jumping puzzle issue but was involved in other disallowed activities.
130625-003033 Account will remain closed; this was not impacted by the jumping puzzle issue but was involved in other disallowed activities.
130620-001492 The account will remain closed. There is nothing more to say.
130531-001982 The account will remain closed. There is nothing more to say.
130624-000936; 130627-001873 When as account is terminated, we do not wipe it to free up names. The names are lost as part of the termination process.

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.

Updated 07 July 2013

130625-003163 Resolved 6/28
130627-003697  Resolved 7/03
130627-003913 Resolved 7/04
130626-000469 Resolved 7/4
130626-001168 Under review
130627-001129 A response was sent the same day the ticket was filed. She needs to update the ticket, as she has not established ownership of the account. If she did not see the response, check “Spam” and “junk mail” filters.
130626-002997 Account will remain closed; this was not impacted by the jumping puzzle issue but was involved in other disallowed activities.
130625-003033 Account will remain closed; this was not impacted by the jumping puzzle issue but was involved in other disallowed activities.
130620-001492 The account will remain closed. There is nothing more to say.
130531-001982 The account will remain closed. There is nothing more to say.
130624-000936; 130627-001873 When as account is terminated, we do not wipe it to free up names. The names are lost as part of the termination process.

You can email support@guildwars2.com, if you need to do that. A ticket will be created and you then can continue the discussion via that ticket.

There is no security breach on our side. What Geo mentioned is true; this is an individual issue with your own security.

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.

I suggest you follow the advice above, and if that doesn’t resolve the issue, you can contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Glad all is well. It’s true this is a very common thing, so don’t worry about posting. I’m going to work with our team to see if we can at least add a pop-up on our Support site so that folks thinking about submitting a ticket first get a possible, quick solution.

Hi again. Yes, you certainly may have a second account. You will need to use a separate email address — it is not possible to have two GW2 accounts with the same log-in. I’d remind you that for security reasons, it’s best to use an email address that is used only for Guild Wars 2, but of course that option is up to you.

I can’t see how this is legitimate gameplay in any sense of the word. Please see the quoted rules above.

warrior shapper.6502:

hey

logged in today to come on to laggy game play then slow logining in and loading screens and then i left the game seeing that the rest of my pc and internet was working fine.

I come back to my account to have all my characters but no PVP or WVW rank badges on main screen or my 100% map completion medal?

Is this all to do with the same issue with the servers or is this differnet?

Hi there. It’s been a few hours since you posted this, and I wonder if you’re now seeing the correct details on your account?

Malotoro.6502:

NVM just had to clear out space in my mailbox.

Cool; I’m glad you got your axe. It’s amazing how often folks forget about clearing the mailbox, so don’t worry, you’re not alone with this one.

That FAQ should give you a lot of helpful info, but if you need more personal assistance, please don’t hesitate to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to help you.

Let’s assume your son is a minor. We do allow a parent to purchase a game for a minor child. Once the account is purchased by a parent and turned over to the minor child, the child becomes the account owner. Basically, the account owner is the person who registers and then enables the account. The account owner normally is the buyer, but as you can see in this example, that is not not always the case.

It’s “one owner per account, forever.” No sales, trades, pass-alongs, give-aways, use as a prize, recycling… Once the original owner is done, the account will remain accessible to that person but cannot be supported for anyone else.

Sharing or passing-along game accounts is strictly forbidden by the User Agreement. The reasons are many, but it’s a solid business policy for a company that does not charge a monthly fee. Consider a admittedly-outlier situation: Someone buys an account, passes it to a friend, and then it is passed in turn to 48 others. We are supporting the use of that account for 50 people, and not the intended 1 person. Why does that matter? Because while some players play for years — and they are welcome to do so! — some will play for less time. That “average” is figured into our costs, into how we’re able to continue to support the game. If everyone passed along a used account, our costs would rise enormously, and that would have an extremely negative impact on our company and on our ability to continue to support a no-monthly-fee game.

Kilyan II.7164:

The bug is still up or has been fixed? I’d like (I need) to do the jp to get the last achivement to complete Sky Pirates, but I’m not sure… It possible to do the jp in safely without get the ban? I’d not be banned for this. Thank you.

It’s highly unlikely that anyone would be actioned for doing this jumping puzzle. We’ll get the issue fixed when possible, but as stated in this thread, all administrative action is taken only after a human review, so you should be able to go about your business.

The players above have provided accurate information: You may not “pass along” game accounts. You may not share accounts. I am sorry that your friends did not continue to play, but we cannot allow or help you to continually give the account to a new person.

The good thing is that the Guild Wars 2 account will remain active, and the players may decided that they want to come back in the future, which they will be able to do since we do not “retire” older account but leave them in place to allow people to play when they wish.

gassy.8975:

First read this and see if this applies to you: https://forum-en.gw2archive.eu/forum/game/gw2/Ascended-Return-Policy-Please

If you did the same thing the people in that thread did, file a support ticket here: http://support.guildwars2.com

and explain
- what you did
- why you can’t use the item
- what you would like refunded/returned to you

Also read this to find what other info you should include in the ticket: https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post3954

This is good advice. I believe you will get the information that you need if you follow those steps.

Shadowwaka.1952:

Dear ArenaNet (and anyone who chooses to read this too),

Recently I’ve found my account was compromised. Thanks to a friend of mine I was able to find a place to report this. There I was able to send a rollback request, and while the request went through very fast (great support team) the rollback I was given was all the way back in February (February 28th). This was quite a while ago, and since then I have earned many rewards and achievements, some of which were temporary content which I can not receive again. It seemed odd to me that the most recent restore was so far back (4 months) since so much could have been done in that time. I just wanted to clarify if this is the most recent account image of mine. I know the policy is only to do this once, but I feel I the need ask just to make sure I’ve gotten all I could back.

Thanks to guild log checks by my friend, I’ve been able to see when my activity started to become fishy (1am today – 6/29), so anything before then but around that week (I know for sure I was on the 28th, I think around or before noon) could be applied it would be much appreciated.

(Support Ticket Number: 130629-001763)

Again, many thanks,
Shadowwaka

Add this info to your ticket, please, and the team will research the possibility of an account restoration.

Both sets of advice are good. If you don’t have info, simply insert “None” into the space and move on to what you can provide. I feel sure the team can help you with this.

Inculpatus cedo.9234:

If you paid in cash, then you didn’t buy it from ArenaNet directly. Any refund would have to be discussed with the retailer you purchased the game from.

This is correct. We can’t refund money we didn’t receive directly and naturally we do not engage in cash transactions.

MF — I believe what MR was saying was that some of the protests are not legitimate. Like “I did that thing, too, and I was not reinstated.” (No mention of the half-dozen cheats used on the same account.) Or, “I did that thing” (with no mention of the RMT sales associated with the account). Some protests are genuine, absolutely. Some are not.

And once again: Giving details that answer the question “What did I do?” is, for the cheater, almost “a blueprint to cheat.” Say there are four ways that Bad Player Bob is cheating (because usually cheaters don’t stop with just one cheat). Bob gets banned, and asks “What did I do?” We say, “You did A.” He then may feel, “Oh, I can now continue to do B, C, and D on my other cheat accounts (or tell my cheater friends what they are presumably safe to do) because I was told that I was banned for A.”

The truth is, it’s a fair question, but it’s not really appropriate to give an answer because it increases the risk of continued cheating, which is not good for the game, the game economy, or the player community as a whole.

Michael Fejervary.8576:

-snip-

That is what bothers me the most, and why right now I am just having a hard time logging in to want to play

-snip-

Michael — I really believe you can and should count on improvements on every level: heightened diligence about bugs; better, clearer communications; a continued refinement of the cheat detection system (as mentioned in the OP on this thread), and more.

I can’t say we’ll never make another mistake. But as that thread states, we constantly are learning and improving and no one wants that to happen more than we do! I hope our transparency about this situation, our explanation of what happened, and our intentions for the future will restore your desire to hop back into Tyria.

Crimsony.2514:

- snip -

But I also feel like it would be helpful to make the appeal process more explicit and less informal, so everyone knows how to access it and what a truly final decision looks like. Someone shouldn’t get a mail saying “the decision is final” when they still have a route to appeal.

Yep! And…

Thundolfe.9302:

Gaile Gray.6028:

-le snip

I certainly don’t blame you for this Gaile, I know that you spend a ridiculous amount of time answering questions and complaints. I’m just saying, I think your agents and processes need a little bit of refining

You’re very kind, but I’m just one team member. I agree with the comments that suggest that we can improve; yes, absolutely! That is one of the key elements of my role at ArenaNet: to help with outreach, to review processes and policies, and to help make our communications clearer and just all-around better. Change and improvement takes time, but it’s definitely top of the list!

Again, we’re a team, but we’re a team with a mission: to give Triple-A customer service to every player of our games.

Robles.7458:

- snip -

They always can use other webs like reddit, but I think that if they have bought the game, they should have the right to write here without ask for help to a friend.

I think we need to get better at the ticket appeal process, and then the forum (official or external) elements won’t be so much a factor. We’ll be looking at that on every level.

Pixelpumpkin.4608:

- snip -

It took me no significant investigation to determine that this bug has been reported many, many times: https://www.google.de/#q=site:forum-en.guildwars2.com+goemm

For fun, here’s a bug report from October 2012.

That’s definitely a valuable observation to include in internal discussion. Thank you for pointing it out.

BilboBaggins.5620:

Could we please just fix the jumping puzzles? Then there will be no false positives.

That is definitely the objective, yes!

Katz.5143:

It doesn’t matter that it was a bug. It matters that the letters sound rude to customers. They can actually change that. The words of the letters sent out aren’t chiseled in concrete never to be changed. It is surely possible to sound firm but not rude. They should think, how can this be said so that the rare innocent person won’t be offended greatly. There are many words in our language and many ways to say things. I honestly believe they can craft a response that sounds better.

Yes, I agree. We are and will always be working on this: Clarity, compassion, and correctness coupled with consider clout against cheaters. Ok, it’s Fun with Alliteration Day for me.

Geo.3189:

-snip-

Hopefully they will address to my final request – and so that I can inform the community here – well mainly to those who have more than one GW2 accounts, of what to do, and what NOT to do.

Sorry, but for security reasons, we will not give you details on what took place. I know you want them; I know you feel you deserve them. But with our increased focus on cheating, exploiting, and other forms of abuse, what we tell a reinstated player can be used by people with malicious intentions, so we have to keep that info confidential.

Robles.7458:

I understand that this problems can happen, but banned people in game shouldn´t be banned at acount issues forum because it is hard that they tell their problem if they can´t write here.

They always can use other webs like reddit, but I think that if they have bought the game, they should have the right to write here without ask for help to a friend.

I appreciate your position. I used to feel the same way, but since we all do have other means to get help, I’m not sure that having 100 people posting “I was unjustly banned,” when maybe only 1 was really involved in an error — is quite a risk and it will cloud the forums.

Sorry about the word filter. I reported that to the team.

And it’s correct that we do not have a system for replacing guild leaders. In fact, I don’t know that we will develop that because we try to let guilds have a level of privacy and autonomy that could be impacted by someone cleverly petitioning for help (and really seeking something wrong.)

You’ll need to sort this out internally but I take on board that a returning banned player is probably a risky person to have a guild leader, especially if he/she holds certain rights exclusively.

Thundolfe.9302:

-snip-

You must do better.

Yes, and that is our intention and our goal, every single day.

We do know how sad this situation made people, and we truly are very sorry. I think that we should look at those who were erroneously impacted with complete sympathy. We’ve reinstated, we’ve sent emails, and we’ve posted. We will continue with that same level of transparency for situations — good and bad — in the future.

However, even while considering those players (whose numbers were modest) first, we also should look at the removal of 10,000 (!) exploiters, cheaters, and botters and remember that the game is better for a higher level of diligence against those who breach the User Agreement.

I am not — I promise you — making excuses. I am just looking at things from a broad view. I know how seriously folks around here took those false positives and I feel sure that we’ll continue to improve on systems in the future.

And here is that update, as promised: https://forum-en.gw2archive.eu/forum/support/account/Security-Advancements-and-Reinstatements/first#post2312418

Here’s an update about progress in game security and the resolution of a recent situation from Chris, the lead of our Game Security Team:

Since launch, we have refined and expanded our tools and processes to investigate malicious player activity. In the last couple of months we have deployed numerous methods of detection that have been highly successful in identifying players performing actions that violate our User Agreement. In the month of June alone, we have taken action against more than 10,000 accounts that were identified to have performed malicious activity in Guild Wars 2. While not immediately apparent in game, this has made a significant overall impact on the number of players attempting to abuse cheats and exploits in our game.

We use all available information, including player reports, when taking action on an account. Unfortunately not all detection methods and are perfect, and data can sometimes be misleading. This became readily clear to us when players began reporting that their accounts were being terminated after attempting to run the Metrica Province jumping puzzle.

After significant investigation, we were able to determine that a bug in the jumping puzzle itself was causing players to fall out of the intended boundaries of the puzzle. Due to this bug, there was an unintended side effect that caused false positives on an element of our malicious activity detection system. We have since identified players that were caught up in this false detection and have reinstated their accounts.

It was unfortunate that this happened, but as Guild Wars 2 grows, so do we. We would like to thank the community for bringing this to our attention. Due to your passion for our game, we were able to come to a swift resolution for this issue. We have made huge strides in keeping the game fair for everyone, and could not continue to do it without your support.

This isn’t an account issue, so if you’d like to discuss this, I suggest you start a thread in the GW2 Discussion Forum, or more specifically, in the Sky Pirates forum. Thanks.

Sorry, but we can’t help with this. It will require you to retrieve the items and gold.

clutchwOw.5864:

So, I can repurchase the game right now and forward it to her?
Is it a 100% guarantee that I will get a refund because I don’t want to buy the game again right now and find out later that I will not be receiving the refund.
She wants to play really badly because I told her how great the game is so if it’s possible, I don’t mind buying the game right now and getting the refund later, only if I am 100% sure that the refund will come through.

Do NOT ask for a refund. Do NOT do a charge-back. Please let the team help you.

I responded four days ago. I updated my existing post in the thread. Please look there.

sonicwhip.9052:

I have been permanently I.P banned(friend tried logging in his account on my computer) for saying bad words in the in game map chat.
-snip-

First, I don’t know what you mean by saying “IP banned.” We terminate (ban) accounts, and we suspend accounts (give a time-out) but I’ve never head of us IP blocking. I am quite sure we do NOT do that.

I understand that you regret that your language incidents resulted in an account termination. I cannot remember this happening in Guild Wars 2 before, but looking at the logged chat, it was bad in many different ways, and those offenses took place over the course of many months.

We’re pretty clear about our expectations, and the escalating system usually makes it clear that we’re serious about not having offensive language in the game. (You can read about that here: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/ So as I said, it’s not common for someone to get a second chat violation, and really unusual for someone to keep racking them up.

Nothing to be done about this. The account termination is in conformance with our Rules of Conduct and User Agreement.

raprap.4326:

So basically if it wasn’t for the reddit post, these player’s account would stay banned?

-snip-

StinVec.3621:

-snip-

Also, since I do not use Reddit, etc., if something happens and I get banned by this flawless system due to some bug, I won’t be able to appeal my ban. Even if a ton of people get banned due to this bug, only if I make a huge stink on another website (since I wouldn’t be able to submit a ticket or post on here) and enough other people were also affected, then I am pretty much SOL.

-snip-

I want to be sure you’re aware that we will always review an appeal of an account termination. We also maintain a busy, and actively-supported Account Issues Forum, and folks get help there all the time. So if something happened — and let’s be clear that that possibility is extremely tiny — you can:

• Submit a ticket
• Discuss with an agent
• Ask for a review via ticket
• Post on our Support Issues Forum. And if your account was terminated, you can ask a friend, family member, or guildie to post in the “Tickets for Review” thread on your behalf. (Please have them include your 12-digit ticket number; that really hastens our ability to help.)

Truth be told, we are far more likely to see emergent issues on our own forums than we are on an external forum. I can’t speak to this particular issue, to say “We learned of it [here]” but in a general sense, we track the Guild Wars 2 forum regularly, and you absolutely do not need to join an external forum to get help.

As previously mentioned, we’ll provide more info about this later.

We are all over this bug!

ShiningSquirrel.3751:

Anet sent that item to anyone who purchased a rich dragon coffer from the trading post. There was a bug where it was not dropping at all, so Anet decided to be fair they would give them to everyone. It’s yours, use it and enjoy.

Mr. Squirrel (Ms. Squirrel?) is correct! The gift is yours to enjoy, with our thanks for your support of the Gem Store and the game!

I’m concerned that your account was compromised and may be compromised again. AP’s suggestions are good. You might want to contact Support to get some tips on securing your account. Sometimes, a hacker gains access but doesn’t strip the account right away — which doesn’t make it clear that the account was compromised — but it would be unfortunate for you to find that later on, damage is done.

The only way a new character would appear is if someone else gained (and perhaps continues to have) access to your account.