Guild Wars 2

Please review this thread: https://forum-en.gw2archive.eu/forum/support/account/FAQ-Gem-Store-BLTC-Trading-Post/first#post2064563 The FAQ has a lot of valuable info, including details on how to get personal assistance.

I do not see anything wrong with binding actions to more than one key or mouse button. As long as the process is not “auto-clicking” or giving multiple clicks per action (keyboard or mouse) then this reads as ok to me.

Quite a few posts sprang up on this topic, so I merged them into this thread. You’ll likely find your answer in the first post.

Without the 12-digit ticket number, I can’t look into this for you. Please provide that. If you have not submitted a ticket, 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.

And in cases like this, we need to hear from the owner of the account, and not a friend or relative.

Kimitsu.9356:

This is not an issue but rather a question, and since i couldnt find any releveant place to post this i decided to post it here. Forgive me if this is not where it is suppose to be, but i wanted to know is it possible to change your account name. I ask this because my account name is not relevant to my character that i own in game, hacked issues, and therefore would like to change it to a character that i do own.

An example would be in guild roster there is a name in grey next to the currently online player. I would like to change that grey name to a character that i do own.

Do you mean your display name or your account (log-in) name?

It seems that we get a few of these daily. Usually, “I meant it a different way,” or “I had no idea that [reallybadname] was really bad,” or “That’s not offensive at all!”

The name is not acceptable; it’s that simple. Looking at your account history, I simply offer that for names and in-game chat, please, choose wisely.

In Vivi’s case, watching the fireworks show was part of the requirement, but one needed to be present when the holo shatterer died. I can’t tell from the notes here whether that was the case, but one of the event designers let me know about that factor.

I’m sorry to say that we can’t send a helm or award missing achievements; at this point in time we simply don’t have the tools to do so. I am very sorry about that situation, and I hope we’ll be better able to help in the future.

Jocund Mavis.9741:

Thanks so much Gaile.

Wife all happy again, me getting some peace.

/genuflect

Sooo glad we could help you, and again, apologies for the delays.

We cannot “roll back” or restore accounts unless the account was compromised. That does not apply in this case — this issue is related to user error.

While I’m sympathetic about the issue, there is a process in place that requires confirmation of the character deletion. By the time one has typed in the name and indicated — for a second time — that the character should be deleted, we’re hopeful that the player has truly thought through the whole process , has done a “run through” of the character’s possessions, etc.

It might be nice to have additional “stop signs” on the deletion, but please note that some already are in place.

I believe that Support can help you, so contact the team by filing a ticket through the “Ask a Question” tab on that linked page.

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.

I’m sorry that you don’t agree with the game mechanic, but it is a known commodity for most and the comments by mr are accurate.

If we can make it clearer sometime in the future, I believe that we will.

Please simply 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.

EnemyCrusher.7324:

Gaile Gray.6028:

Your ideas also would be a welcome addition to the Suggestions Forum, which is read daily by many members of the dev team.

I’m glad that the developers are reading our suggestions, but are the designers? Do the developers have the necessary sway to get our ideas implemented?

“Developers” includes designers. I use the terms broadly, so no worries. The answer is that yes, devs read the suggestions, be they designers, artists, programmers, or others.

Nicktion.8910:

Thanks for all the responses everyone!

Inculpatus cedo.9234:

Some people have found that visiting, or re-visiting the Chantry of Secrets gave them the missing area needed for World Completion.

Good luck. =)

It was the Chantry of Secrets!

Yes, going there is usually the solution. Thanks for updating to let us know.

You’ve seen the policy, and I don’t want to get into too much of a fine-grained discussion, because the policy says all that we’re prepared to say.

But in a general sense, would doing something in one minute that takes another player several hours not give the first player an advantage? Time saved could well be said to be an advantage, yes?

AmberEZ.3074:

Hello everyone.

As promised, update after I received a reply from the support team.

They informed me that I can keep the character slot as a gift from them.

Also thank you Gaile, for telling about the beta bug, I think I might have purchased a slot during the weekend they gave all of us free gems to test the store.

I will proceed to make my 7th character in the near future then! : D

Yay, I love happy endings!

That is good feedback, Michael, and I will try to share it with the team. Your ideas also would be a welcome addition to the Suggestions Forum, which is read daily by many members of the dev team.

In the meantime, I can confirm that Latromi’s gems have been refunded.

joneb.5679:

Thank you Anet for sorting this for me. It is much appreciated.

I’m glad that’s all sorted out for you.

And yes, thanks to the helpful forum members for giving solid advice about this subject.

Smooth Penguin.5294:

If you still have stuff in your Guild Bank, just transfer back to CD and withdraw them all. Then, after 7 days, transfer again to DB and bring all the goodies with you.

This is correct. Do be aware that guild upgrades remain on the world in which they are implemented. You are free to transfer between worlds where your upgrades will be waiting for you.

We’ll help, no worries about that! There is a difference between someone buying a character slot, using it on his/her account, and asking for a refund versus what happened with you: Your purchased an item that you cannot use. We can and will get you that refund, no worries about that.

I located your ticket and routed it to be handled right away. Under these specific circumstances, we’ll will be happy to get you that gem refund.

Oh hey, I’d like to answer this, too:

Latromi.2387:

The replies I am getting do not seem at all automated as they are all addressing what I am saying.

Is this “Barracuda” only an automated reply bot? After so many back and forths, I would think I would have bypassed any bots by now.

We don’t have bots answering tickets. Well, ok, yeah we do. The first response you get often is from an auto-responder bot, but it’s clearly marked as an automatic response, so that should be clear to everyone. From then on, the responses come from agents. That’s not to say that human beings do not make mistakes, but the tickets are being assessed by people, not machines.

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.

Hey, I think we figured it out! If you purchased a character slot during the Beta Weekend Event, then the extra is a normal “glitch” of the system that actually works to your benefit.

You’re clear to keep the slot, and thank you again for your honesty and your good question!

(If on the other hand you did not purchase anything during our beta period, we’ll probably want to look further BUT you’re still ok to keep that slot!)

Yocairo.4257:

I don’t get it. Why report something that saves you 25g?
I am dead serious.

This player is being honest and rightfully conservative with this situation. If it’s our error, and there’s nothing sketchy going on, likely we’ll simply tell the player to keep the item with our blessings. But we want to be aware of potential bugs, and we greatly appreciate the reports of players to help us make sure that everything is functioning properly.

AmberEZ.3074:

I reported it because I’d rather not exploit a bug.

And that is absolutely awesome. <3 !

xxmblade.3056:

I have received an email from “ArenaNet” and it is asking me to follow this link: https://account.guildwars2.com/account/login-support.html i need to know if this is from a phishing email
any help would be appreciated

Need a little more information. Do you have email authentication? Did you ask for a password reset? If the link truly DOES take you to that address, you’re simply heading to your account page. However, a lot of times it’ll look like that on the page, but really contain a different link underneath, that is, it says one address but goes elsewhere.

I really think you should read the sticky post about phishing emails to better understand what you’re seeing, and then react accordingly.

For something like this, an in-game report just doesn’t do the job. 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.

Failname.5907:

After ~1 year, i decided to take a look at GW2 again, my password did not work, went to reset my password and noticed my mail account was hacked (new password, different phone and mail confirmation).

So obviously i sent the support a ticket with my issue, i was 99% sure my account was hacked thus i sent a ticket in that section, and unlike other games, i got a reply in less than 1 hour and i was able to login again!
(that was faster than Microsofts “account retrieval service” which is already taking longer than 3 hours)

Now i just hope i still have my characters and items (is probably false hope…) but at least i can play the game again (still have to download it)

Thank you.

Thank you for your kind words. I will share with the entire team — it’s very heart-warming to get this message.

I’m going to assume that Darthead found the suggestions here of help, and was able to receive the reward. If not, please post in the Bug Forum or submit a ticket. Thank you!

I will move to GW2 Discussion, as I think that’s a good place to discussion this.

Just checking — did you submit a ticket about this, or an in-game report?

Thanks for submitting that bug report. Thanks, too, for using careful discretion in what your posted. We’re really grateful that you’ve done both!

Just as you should never submit multiple tickets about the same issue, you should never post multiple threads on the same topic. As you were instructed, Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Locking.

Whoa, you’ve seen worse than what you said?

If that’s true, then I surely hope you reported those situations! Because what you said was very rude and I cannot believe that anyone would think it was acceptable in the game.

Ok, so I looked into this account. I note the ticket in January where you asked for a free world transfer, our agent politely explained that we cannot offer it, you demanded a refund for the game, our agent explained (truthfully and with respect) that we could not refund a purchase that was not made through us (you bought from a retailer), you argued about our policy then threatened to contact one of our lead designers, and ultimately, our team lead confirmed (again, politely) that what you’d previously been told was accurate and that we could not give you the free transfer that you were demanding.

I am closing this thread, as I cannot find anything else to support your claims. Because you have not responded to my request I believe you must agree that the topic is not worth pursuit.

The answers provided seem accurate. Best of luck in completion of the achievement, and have fun, too. (It’s a great festival!)

Easy peasy: 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.

Tjah Jadi.7914:

Hi Gaile,

Isn’t there a way to block these fishing emails?

I have pondered on this one, hoping there was a “If the sender reasonably doesn’t match the sending address, block it” filter. (Like “GuildWars2.com – ok! Gulidwaes2.com – NOT ok.” No such filter exists. I hoped for a “If there are ridiculous grammatical errors, block this email” filter. However, that would block a couple of my friends, so…

The best thing to do is to simply delete it and to be careful with any email that contains links. When I reset my password, I still check the clickable link to make sure it’s not just some coincidental phishing email that showed up right when I expected a legitimate one.

The last thing we want is to have anonymous links appear on the forums, particularly since they seem to pertain to potential phishing.

Please see our post about phishing above.

First, this is not an account issue, this is a general question. It may be better placed in the Guild Wars 2 Discussion forum. But the short answer is that no, we cannot make exchanges or unbind the item.

This thread has gotten well out of hand. The display name of the OP will be changed. It is truly offensive and cannot remain in the game.

Yes, you disagree. But the decision for both offensive character name (or names, if spotted in today’s review) and for the display name remain in effect.

I want to thank SoPP for not creating a new thread but using the Search Engine to find the topic in an earlier post. Having identified an answer, I’m sure you’ll agree with my now closing this thread.

I find it difficult to believe that the team member who answered your ticket would have been either disrespectful or unkind but I am happy to look into the matter, not to give you a different response, to make sure we’re giving the best response on every level.

Your personal computer issues do not qualify you for a free transfer, and to react this negatively to that situation seems in itself to be disrespectful and unkind.

But I promise not to judge either side of this until I review the situation. So please provide your ticket number and I will investigate this matter.

Wardark.6275:

You should be on customer support!!!! I seriously wish they told me this. I asked them if there was any other way and they told me no!

Wardark – could I get your ticket number? I want to clarify our messaging, if we indeed are not sharing information with our players!

Even team members here at ArenaNet are receiving this phishing attempts.

Please read this thread on a regular basis to keep yourself informed of the latest attempts to steal your game account.

If you have received an email that is not on the samples — and I have a lot so please check carefully — then feel free to post that new phishing email here. Please remove all links before posting.

I would like folks to see this thread, but I’m hesitant to make another sticky. So here’s a post to move it back to Page 1.

Coen.1963:

Gaile Gray.6028:

UPDATE: 14 JUNE 2013
130601-000136 Need to verify ownership of account. I re-sent the response that the team sent to him on 31 May. He needs to answer the questions they asked and they will help him.

Hello,

Just spoke to him. Seems like he is not getting any e-mails from GW2 Support Team (there were none even in spam box), but he got 2 surveys: first on 3rd June and second on 4th June, both from noreply@ncsoft.com. Could it be caused by some strange filters on mail services? Is there any other way to contact and verify ownership?

Big thanks for quick answer

Best Regards,
C.

I just sent him the email myself. Tell him to check Junk and Spam. Some email providers blocks our mails. Make sure his email is secure and still in his sole possession.

If he still doesn’t see it, have him email Support@GuildWars2.com and be SURE to mention the ticket number.

Ullisis.6974:

I tried several times to purchase gems just recently and it goes through successfully however no gems arrive on my account.

I also bought a new serial code for my nephew and when I purchase the game nothing happens. Did not receive anything but Thank You. No confirmation email either.

Please make sure your mailbox is empty, first of all. If it’s overly full, the new mails bearing your gems will drop down once the box has space. (Fewer than 10 mails.)

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. 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.

DanyK.3842:

So very recently I’ve got kicked out of the game saying my account has been suspended. When I tried to log back in it told me that I have in fact been banned for 72 hours for breaking the terms of conduct.
So wait… what did I exactly do?
I kind of have an idea of what that might have been what people thought would be worth a ban but if it is what I’m thinking then it’s just totally silly.

Anyways I at least want to know the reason why I got banned. Isn’t that the point of punishment? So I know what I did wrong and I won’t do it again? :P

Sadly I can not think of anything that would be worth a ban unless my awful pun with the p version of a baby cat actually counts as a swear word (which by the way shouldn’t be a reason to ban since there’s a maturity filter).

Can I get any response to this and also I got banned 10 minutes before I could actually get the dragon achievment thingie which will go away way before I get unbanned, so if this was for no reason I am rightfully disappointed.

You honestly don’t remember what you said? Try about four hours ago. Multiple instances of cursing — I count five in a matter of a minute, all starting with the letter “F.”

The filter is not a license to swear. And with your lack of self-discipline, you’ll need to serve the three-day timeout. In the future, please: choose wisely.

This sort of issue is not something that can be addressed via the forums. It requires a ticket to be submitted to the team, so that the individual account can be assessed. I can’t be sure that you have contacted Support by filing a ticket through the “Ask a Question” tab on that linked page. (The post is very long, and while that detail is appreciated in a ticket, it’s a lot to parse in a forum post.)

The Support Team may be able to assist you. I do believe this is a matter where you need to empty your mailbox. I know you said you tried that, but there’s no way of telling how long you waited to allow the “backed-up” mails to arrive. This can take a while. I’d give it overnight at the least. I also believe you’re saying you saw mail that no longer is present. As far as I know, there is not bug on record in relation to “disappearing” mails. What you may have done it delete it without being aware of you were doing so when you were trying to resolve the “too many mails in the box” situation.

Bottom line: I cannot analyze this from here, but Support can! So please get in touch with them or if you have done so, please continue to discuss with them.

Hawk Lt.6715:

Thanks. He is giving the Ask a Question a try.

If that doesn’t work, he can send an email to Support@GuildWars2.com.

Hope he’s in the game soon!

Update: 14 June 2013

130613-000713 Resolved
130610-001205 Resolved in Ticket 130610-001348
130609-000685 Resolved
130605-001986 Final response sent 6/11
130611-000856 Final response sent 6/11
130612-001027 Final response sent 6/14
130601-000136 Need to verify ownership of account. I re-sent the response that the team sent to him on 31 May. He needs to answer the questions they asked and they will help him.

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.