Guild Wars 2

I’ve merged name questions again. Please read my posts in this thread for your answers. (And if you search “Name” in the future, you should find this thread, to avoid us hosting and answering a mass of posts on the same topic.)

Retroactive.4526:

I just spent gems to do a transfer from blackgate to ET, but I screwed up and ended up in northern shiverspeak……I need a refund or something to move to ET…

My guild is there…

Thanks…

Gulianbar

Last I heard, we couldn’t give refunds or move players when the player makes an error of this kind. You certainly can submit a ticket, but I’m not sure that it will be fruitful.

Carlie.3869:

Exactly the same issue here, as described in this thread.
A couple of months, patches and content updates came and went, and the name is still inconsistent both for me and other players
Incident number 130601-000123 with further details, if that helps.

I overheard two of the GMs discussing this issue just yesterday. I’ll see if there’s an update, but do be assured we’re aware of this quirk. Fortunately, it only affects a few players so… ummm… consider yourself special?

Seriously, we’re seeing how we can fix it.

Keep your eye on this thread for information about phishing emails: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

Glad this sorted out. I’d like to suggest that in the future, if you get an error message of a general (not specifically account-based) nature, the best place to post is probably the Technical Support Forum.

Thanks.

Pinky.1859:

I just posted another ticket the number is #130626-000375. Please take care of both problems because i am really tired of it.
Cheers,
Pinky

This forum is for tickets three days or older. Please feel free to post if you do not get a response in three days, but this ticket is just a couple of hours old. Do be aware that items purchased may take up to 24 hours to arrive, particularly after a new build with new items available for purchase. Thanks.

Coen.1963:

Hello,

Once again going to refresh ticket #130601-000136. Still no answer, no info about my previous post (https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/73#post2255690). It is about month now since ticket were made and it is still not solved ;( I know it neither your fault nor my friends, but some help would be nice.

Best Regards,
C.

I responded on June 13th. The team responded on on May 31st. Here’s the link to my post:
https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/79#post2215250

We must verify that you own the account, so please update to answer the questions in the ticket. Please check your Spam filter, because sometimes the survey isn’t filtered by your mail sender, but the answer to the ticket IS filtered. And yes, it’s frustrating!

An agent is going to send this to you right now. Please look for it in your Spam Filter, Junk Mail, and any automatic blocks that you may set up, because we truly are trying to help.

Lady Lozza.9670:

This seems to be an ongoing issue for this game. I get home from work, decide I want to buy some festival items only to have the system refuse me because it appears to lock my account down after I’ve used a certain number of pre-paid cards.
I only have a week off work. Pre-paid cards that work online in US dollars are not easy to come by here. By the time the card is bought and activated I typically have no more than 48 hours to argue with your support to fix it.
Honestly frustrating right now doesn’t cover it.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you on an individual basis. I’m sorry for the inconvenience, but I do believe they will help you very promptly.

You may need to file a support ticket if you find that this is not simply an issue with a temporary delay in mails, and if you’re sure your mailbox can accept mails, that is, that it is empty or nearly empty.

kalvin.7851:

I had posted earlier on the boards and had just one more question. Several family members including my son play this game. I have already posted a support ticket and I am waiting a response. I received a message on login this morning that my account was perm banned do to modifying or tampering with the game. My son and his guild mates said there was an exploit in the new dungeon yesterday that occurred after killing the last boss. I have no idea if that is true or not, I did do the new dungeon yesterday afternoon with a PUG group; however we FAILED to kill the last boss and did not complete the dungeon. This is the only thing I did yesterday, because it took so long to do the dungeon. Can Areanet go back and look at my account and see that I failed the dungeon and did not tamper with the game? I promise I did not do anything wrong expect my character died a lot, lol.

You have submitted a ticket to ask about this, and that’s good. There’s really no point in posting at this time; the team will answer you as quickly as possible.

The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.

If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

First, we don’t take action on a game account for what takes place on Facebook.

Secondly, all reports are reviewed, so an account reported once or one hundred times will be suspended or terminated only if that action in deserved, not because people conspired to submit lots of reports or tickets. (In fact, those who submit reports or tickets can face consequences for false or harassing reports.)

I feel that you may not have all the details about this situation. You may want to discuss this further with your friend. And naturally she can contact Support by filing a ticket through the “Ask a Question” tab on that linked page if she has questions.

Calmwinds.4753:

mercury ranique.2170:

Calmwinds.4753:

Just contact support and explain to them that you made a mistake on your Display Name and would like to repurchase the game after a refund so you can make a new one(since you can’t change it yourself). They might not flag your CC if you explain. If they do, don’t you have more than 1 CC?

I would strongly suggest against this method. It is misuse of a system for something it ins’t intended for. You are basicly saying that the game is bad and you made a mistake buying it and then directly buying it again.

The displayname is often more a big thing for the person then for the people around them. Besides that, they are looking in ways of offering you and others a good and solid way to do this in the future.

A feature which btw may never come.

I always thought the refund was there for satisfaction guarantee or something. If the OP is not satisfied because he’s bothered by the Display Name, I think it’s a valid reason.

No it absolutely is not a valid reason, and the account will be irrevocably closed. Any achievements or acquisitions will be lost, names will be lost, and if a GW account is linked, that HoM will be lost forever as well. Please do not suggest this again.

Michael Fejervary.8576:

- snip suggestions -

Thank you, but I thought I should mention that every one of your suggestions has been discussed over the last year or so. In my ideal world, display name changes would be a Gem Store purchase, would be infrequent or one-per-customer, and would not be allowed for accounts that had sustained significant infractions. So yes, we’ve already thought through these and many other elements and if the feature comes to be, the team responsible for its design is well aware of the various permutations of what we should offer.

Sebastian.4610:

Ok thanks, Ill have to put in the ticket for him because his forum account is banned too, from when his account got banned. Thanks for your help!

Just a note: Your friend will always be able to file a support ticket. His forum account may be deactivated right now, but the support system is open. We cannot assist someone through a third party, for security reasons.

Please ask him to contact Support by filing a ticket through the “Ask a Question” tab on that linked page and we’ll give him a hand.

stiello.1875:

Hi Anet,

My account has been suspended because of inappropriate language.
I have a good geuss it has something to do with my last nights wvw run.
I killed an vizunah player he added me started flaming and calling me an monkey and stuff. (noob, bad player what ever)

Offcourse my reaction to that wasn’t polite, but this person started all the stuff.
Not gonna say i’m some holy guy or something but if you have suspended my account because of that i can imagine but did you guys did the same to the other guy?

If not please activate my account back or else it is not fair in my eyes.

Greets!

What you said is unacceptable, for any reason. If you are harassed, please use the in-game report system so we can remove the person who’s abusing you. Do not respond. The suspension will not be removed, because no matter what someone else said, you stepped completely across the line multiple times. (And if he only called you “noob,” then wow, you truly over-reacted.)

gassy.8975:

I’ve never heard of that being a problem. I have 2 accounts and switch between them once in a blue moon but have only downloaded the game one time. As long as your serial number is legitimate, that’s not the reason for your ban.

Although ArenaNet occasionally does ban people mistakenly, apparently most of the bans for tampering with the game are valid. It seems ArenaNet has done a good job as of late identifying the programs that tamper with the game. If you are indeed innocent, discuss the incident with support but only using one ticket. Don’t file multiple tickets.

Exactly. The number of false positives is very, very low, but the team will always reexamine a situation to ensure that the proper decision was made.

Update: 25 June 2013

130620-001492 Final response sent 6/22
130615-000609 I responded in this thread on 621
130616-002286 Support asked for more information on 6/16. Please update your ticket through the website or email.
Pinky.1859 I need the 12-digit support ticket

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.

Update: 25 June 2013

130620-001492 Final response sent 6/22
130615-000609 I responded in this thread on 621
130616-002286 Support asked for more information on 6/16. Please update your ticket through the website or email.
Pinky.1859 I need the 12-digit support ticket

The account was involved in a huge number of cheating or exploiting incidents. The account was not compromised. If it was accessed by someone else, it was accessed from your location. Perhaps you shared access to the account. Perhaps someone in your household got into the account by guessing your password. Or perhaps you’re simply asking for another chance.

The bottom line is that the account was not compromised in a traditional sense, and we will not restore an account that has been used for cheating when there is no evidence of compromise.

I know you are upset. I’m sorry, but we simply cannot restore the account.

JustTrogdor.7892:

Again for those that missed it:

They are in the process of an update. This is probably why. Have some breakfast / lunch / dinner and hopefully it will work when you come back.

Thank you for sharing that! It helps to make other players aware of this.

As the team member told you, there is no evidence that the account was compromised, and no evidence that the items were in the inventory or subsequently removed. If you were not account sharing, and if the account was not hacked, then the other possible answers are accidental deletion or transmutation, or an error in memory about what was in the inventory.

Random drops are truly random. Giving out free coffers would not be appropriate, because the issue wasn’t with the coffers, but only in the fact the one item was not available. The remainder of the drops were just fine. Saying, “I had bad luck, give me a do-over” isn’t the way things go. The issue with the recipe is being addressed through generous compensation, because the recipes are being given to everyone when not everyone would have earned one.

About Phishing: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

About your account: Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

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

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

Remember folks — Please read this post before adding to the thread:

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

marwan.9016:

So after half a year of not playing because of some personal problems, my account got hacked and it got banned for modifying or disrespecting the rules. So then I was like ‘’what? I did nothing, it wasn’t me, I wasn’t even playing’’. Then I started questioning myself if it’s possible to get it back. I went in Services tab > Support and I told my problem. Yes it took about 2 days to retrieve my account but I am not disappointed AT ALL of the service I had. This was really awesome. I want to personally thank GM Nalu and GM Josh for guiding me through all this problem. They provided excellent help and I really appreciate it. Now I can play again!!!

If you ever read my post and you have the same problem, do it like me. It might take time but it’s totally worth it. The GMs will guide you through, they will help you, ask you some personal info, but hey it’s their jobs.
Have a good day!
Peace

Thanks for your kind words. I’m glad that we were able to help you.

I am sorry, but we do not have tools that allow us to replace laurels.

Steveweiser.2539:

If you think it’s legitimate to ban/suspend someone for using offensive language, then remove the option for a chat filter because it’s clearly useless. Doesn’t matter if someone is actually being offensive, the chat filter option is there for that reason. Banning someone for swearing is far to drastic a measure and makes “security” look very squeamish. People argue, it happens. Stop trying to be everyone’s mom and dad.

PS I know none of the development team actually cares about any of this considering the millions of players, but that is selfish.

Your language was horrible. You sign the User Agreement when you join the game; you have access to the linked Rules of Conduct, etc. No game I can think of would allow what you said to remain in chat, or allow the person who said it to remain without some sort of action.

The language filter is not a license to swear. We built it for players to try to protect themselves, but at no time does it permit offensive chat.

Just for clarity: Tickets are faster and more direct, but we will help you via email. If you need to email the team, please use this email address: Support@GuildWars2.com.

We do not have the tools that allow us to give you the reward. It’s that simple. Someday we hope that we will be able to replace rewards (upon verification of the achievement) but right now, we just cannot (not will not, cannot) do it. I am sorry.

We’re sorry for any inconvenience that a purchase ceiling presents, and the team is more than willing to work with you on that issue, so 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 assist you.

Zierk.4289:

-snip—

You guys re-victimize your players, how do you expect them to keep playing your product?

-snip-

No, we did not victimize you! You were victimized by a hacker, and due to a lack of personal security, you were hacked more than once. We can’t create a “revolving door” of hack/restore/hack because that has a negative impact on the game economy. We offer restorations, and we explain the process carefully. Mistakes in judgment on the part of the player rest with the player. Please don’t malign ArenaNet for what is a fair and generous service!

theKnife.6374:

just so everyone else can know how ridiculous my problem is….

one of my characters names contained “LOL” and that is offensive ( apparently ) so now my account has been suspended. Way to go ArenaNet.

No, that’s completely untrue. In just six days, you have chosen to use about a DOZEN offensive names. You went from unacceptable acronyms that contain the “F” word to “creative spelling” of the very same bad names. You appealed the cutesy spelling and an agent made a mistake and let you back in the game.

By rights, you should be serving a two-week suspension. Count your blessings, don’t lie on the forums, don’t breach the Naming Policy (which includes prohibitions against “creative spelling” of offensive names and terms), and be aware that if you continue down this path — soon, very soon — you will be looking at an account that is permanently closed.

And yes, I have zero patience for this sort of post and will not hesitate to out those who engage in lies to our forum community and/or about our company.

Dionysus.8513:

Someone contacted me earlier, and offered to buy one of my character names. I declined because I’m rather partial to the name. However, if the price was right I could be talked into it…

Which bring me to my question. Is selling a character name for in-game gold/items against the EULA?

You cannot sell in-game properties of any kind for real-world cash.

I don’t see how you can work an in-game “trade” for a name in relation to in-game items or gold, but that wouldn’t appear to be against the User Agreement. This sort of thing is likely to prompt a high level of tickets for “lack of fulfillment,” or “scamming” and we will not assist with fulfillment of a contract, although if a party is seen to be involved in scamming, we will suspend the account.

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

repslol.5071:

Hi.

I just wanna ask. When i bought gems yesterday i got them, but when i tried today i can´t
is there somekinda buying limit on gems

If there are what kinda limit

I don’t know the details, but I do know there is a purchase ceiling. There are also protections against fraudulent use of a credit card, and some other factors that can kick in.

The best thing to do is to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

These are not new. Please look for this thread before posting a phishing email: https://forum-en.gw2archive.eu/forum/support/account/Email-from-ArenaNet-Please-read/first#post1807876

Main post, with samples, is here: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

We really encourage folks to use this thread and not make new posts about phishing emails. If you cannot see it, look on page 2, or do a search for Phishing.

Thank you for your cooperation.

Pakki.4175:

—clip—

Will there be another free world transfer? that’s my question

As far as I know there are no plans to offer a free world transfer in the future. Plans could change, but there’s nothing planned now and I’ve not heard it mentioned in passing.

Remember that you can “guest” on a different world although that does preclude WvW participation. However, all other forms of combat are available to you.

Multiple Tickets: Don’t do it!

If you awaiting for a response from Support, please do not create another ticket. It will delay your response (what with merging, updating the old tickets, etc.).

What you should do:

• Submit a single ticket.
• Provide the information requested here
• Read the daily update and the archives, too.
• Watch your email for updates.
• When you get the email, see if the update applies to your situation.
• If the update does not appear to address your issue, update your ticket, if requested, to let the team know you still need help
• Wait—and we do appreciate your patience!—and Support will get back to you as soon as they are able.

Please understand that compromised accounts — where someone’s credentials are harvested from another source (email account, forum, another game) — are our top priority. If you have issues other than a hacked account, be assured that the team is working around the clock to help every player. And again, we appreciate your patience.

Account Issues Forum: Do’s and Don’ts

Here are some important facts about forums and forum etiquette. To keep things clear and marked for future reference, I’ll use sections and numbers.

Section 1: The Don’ts

1. Please do not submit-and-post This absolutely will not expedite your ticket and it takes time away from other player we can help. Tickets will be handled in the order received.
2. Please do not submit multiple tickets. That absolutely will slow your resolution.
3. Please update your existing ticket if you find you have additional information.
4. Please do not rant, rage, or carry on. That is, don’t post to protest your suspension or termination or to try to arouse public outcry about your situation. Forum members cannot and do not know your situation, and they’re savvy enough — and have seen enough evidence in previously disproved rants — to know that “I didn’t do it” or “I was mistreated” or “I was ‘banned’ for a name that isn’t bad!” very often is not accurate at all.
5. Please do not post petitions or testimonials. Your case will be carefully appraised and we will do the best we can to help, but having 10 friends vouch for you clogs the system and doesn’t add anything or change the outcome.

Section 2: The Do’s

1. Please do submit a ticket. discuss these personal matters directly with Support by filing a ticket through the “Ask a Question” tab on that linked page. We want to help in any case that we can!
2. Please do update us if you still need help. If you have not had an answer from Support in three days, you may post in the sticky thread Tickets for Review – 3 days and older
3. You may post once on behalf of a friend. But keep in mind that your friend’s means of getting help is through a ticket, and not through the forums. Posting here is only effective as a follow-up, and that happens after three days and in the Tickets for Review thread.

Missing Posts? Probably Moved or Merged

Forum members — please take note: If you do not see a post you made or were following, that post may have been moved or merged into an existing thread.

For instance:

• Posts about specific error codes or gameplay issues usually will get moved to the Technical Support Forum.
• Posts about game bugs generally will be moved to the Bug Report Forum.

This Account Issues Forum is designed to accommodate and answer posts about issues related to your game account. So, if you posted a new thread in this forum and now cannot find your post, please:

1. Look in the sticky threads here in this forum to see if it was merged into an existing thread about account issues, or,
2. Check for your post in the Technical Support or Bug Report Forums, again perhaps in a merged thread on the subject.
3. Alternately, click your name to the right of any post you’ve made, and then review your recent posting history to find the moved thread.

Info about forum etiquette (which is not a bad word ) and how to most effectively submit a ticket is stored in this merged thread.

NigNog.3289:

Ellif.5197:

Is the password still remembered on the webpage login (forums or account)? If so should be able to get it by digging in the browser’s options.

Other option is the form here:
https://en.support.guildwars2.com/app/account/support

Choose “Password Reset” then fill in as much information as possible and they should be able to help.

Cancel this! I did not realize you could reveal saved Chrome passwords. I feel dumb now. Disregard my tickets.

No worries. I’m glad that you got the help you needed!

We’ve seen a few threads about display name changes, so I will add some information in the first post on this thread and in addition, want to post it here:

To those asking for changes to the Display Name: There are very good reasons why we do not offer the changes as a service at this time. It’s important in any game — and especially in an MMO with the high number and visibility of player interactions — to create a “personal history” for an account. I don’t mean your in-game “personal story” but a history of your account as viewed in the game.

If we allow changes of display names, a person who has been harassing another player will be hidden from that victim’s sight. A person who has built up a reputation for cheating, or botting, or doing other breaches of the UA, becomes invisible to those players who were aware of the issue and were awaiting action on the matter. Several other factors of “individual accountability” can be negated by simply hiding behind a new display name.

I take on board things like typos in making a name. But assessing the difference between a change and a correction can be difficult, and at this time, we’re holding firm on the “no changes” policy. There are two reasonable exceptions:

• An offensive name will be changed — once — and it will be changed by a GM using an anagram system, so the user does not get the privilege of choosing the second name.
• A display name will be changed to prevent the disclosure of personal information. For instance, the display name is the player’s real name or even email address. We have improved the account creation process to make it clear how display names function, and we even have expanded the User Agreement to accomplish the same objective. If players know that your display name is actually displayed in the game and on the forums, they’ll be less likely to use a name that poses a security risk. If they know that using an offensive name results in a randomly chosen name, they’ll be less likely — one hopes — to choose an unacceptable name.

Some of the same arguments about display name changes also applied to character names, but as you know, we made that option available when the feature could be properly developed. At some point we may make a feature available that allows a player to change his/her display name, but if we do, I am confident it will take into consideration all the risks of those changes, and address them effectively.

In the meantime, and with all due respect, we will decline to change display names unless they involve one of the two exceptions cited above.

To those asking for changes to the Display Name: There are very good reasons why we do not offer the changes as a service at this time. It’s important in any game — and especially in an MMO with the high number and visibility of player interactions — to create a “personal history” for an account. I don’t mean your in-game “personal story” but a history of your account as viewed in the game.

If we allow changes of display names, a person who has been harassing another player will be hidden from that victim’s sight. A person who has built up a reputation for cheating, or botting, or doing other breaches of the UA, becomes invisible to those players who were aware of the issue and were awaiting action on the matter. Several other factors of “individual accountability” can be negated by simply hiding behind a new display name.

I take on board things like typos in making a name. But assessing the difference between a change and a correction can be difficult, and at this time, we’re holding firm on the “no changes” policy. There are two reasonable exceptions:

• An offensive name will be changed — once — and it will be changed by a GM using an anagram system, so the user does not get the privilege of choosing the second name.
• A display name will be changed to prevent the disclosure of personal information. For instance, the display name is the player’s real name or even email address. We have improved the account creation process to make it clear how display names function, and we even have expanded the User Agreement to accomplish the same objective. If players know that your display name is actually displayed in the game and on the forums, they’ll be less likely to use a name that poses a security risk. If they know that using an offensive name results in a randomly chosen name, they’ll be less likely — one hopes — to choose an unacceptable name.

Some of the same arguments about display name changes also applied to character names, but as you know, we made that option available when the feature could be properly developed. At some point we may make a feature available that allows a player to change his/her display name, but if we do, I am confident it will take into consideration all the risks of those changes, and address them effectively.

In the meantime, and with all due respect, we will decline to change display names unless they involve one of the two exceptions cited above.

You made some really crude and racist comments. They were reported, confirmed, and a suspension was given. They would be considered offensive to any group of people, even if they included rude references to one specific race.

Suspension stands. Next time, think more clearly and use better judgment.

No. That is NOT how this forum works. The team will answer you as quickly as possible, although the fact you made two tickets will slow the process (which is why we say, all over the forums: Do not created duplicate tickets.)

It’s not our intention to accept tickets and have someone immediately post in the forums to try to expedite their response. The response will come quite promptly, but no more rapidly for posting here.