Guild Wars 2

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.

Leo Paul.1659:

Gaile Gray.6028:

Jocund Mavis.9741:

Thanks Gaile:

We did this – ticket is 130613-000713, if there is anything you can do to expedite it that would be great

Leo Paul.1659:

Follow up for my friend’s ticket #130612-001027.. Hoping for your swift response..

As the topic says, this thread is for issues that have not been resolved in 3 days. This thread — indeed this forum — is not intended for use to expedite an issue. The first ticket was submitted today (although I know you were following up on older tickets related to another account.) The second ticket is less than 24 hours ago.

Please give the team time to analyze these and offer whatever assistance they can.

If you still need help after three days, you may post again.

Aww don’t shoot the messenger! I was just asked for a favor, I didn’t really know about the details. I should’ve asked, sorry. It is reassuring to know that the tickets really are being attended to even though there must be tons of them.. THANKS!

Hey no worries. Just tryin’ to keep things organized.

Jocund Mavis.9741:

Gaile:

Sorry not trying to jump Q or anything. We have been dealing with this now for so long, missing all the good new stuff, and it is kind of confusing and frustrating working with this e-mail system where you are all the time having to try and guess what might be going on and no real explanations are ever offered. You sound like you genuinely have a handle on this stuff though and get results. Our incident involved a group of players and of that group every body has been fixed except the one person for whom it matters the most. If it is my fault because I did not do things in the approved manner then all I can say is my intentions were to try to save a lot of duplication.

My apologies.

No problem at all. I agree that under these particular circumstances, we want to get to this now, so I’ve asked for attention this afternoon.

butterflysuicide.6591:

Hello guys!
I been trying to do the same in purchasing gems from the BLIP since yesterday.
If someone could please fix it I would highly appreciate it.

Thank you

You’ll need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We can’t address this through the forums.

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.

There really is no reason to contact Support on this. This is an internal guild issue. Whatever errors of judgment the guild leader made in promoting a bad person, or in demoting himself, or in setting lower-ranking members to have administrative privileges, this is not an issue with which Support can help.

These stories are often “He said/she said” situations. We regret when someone misbehaves, but sometimes, the stories we are told are wildly different and it’s simply impossible to tell what actually took place, who did what, who told who to do what, and when…

For that reason, I don’t suggest that you contact Support because they will not be able to restore the guild or replace a leader.

Track.5029:

Ok, thanks, they answered me now.. Unfortunately they don’t give 2 kittens about it, I’m not getting anything back, this really makes me wanna quit.

We want to help with account restorations whenever we can. If it was declined, there are mitigating circumstances. Can you give me the ticket number, so I can investigate?

Good advice, thanks guys!

Tom.8029:

Just filled out a ticket. Thanks.

Great! The team will do what they can to help solve this mystery.

Just wondering: Are you sharing the account at all? Or could, say, a family member have gotten access without you knowing it?

Foxy.7956:

I have an email adress from my GW1 account that now is invalid I wanted to change that in the past so I changed my GW1 email to the new one, although I had to keep the username from my old email adress because it is linked to my ncsoft account. now when i linked my guild wars 2 it now uses the old email adress since it is the username from my GW1, now I can’t change my email adress.

There are quite a lot of accounts, aren’t there? Game, support, GW, GW2…

I really believe that Support can help you, or at least explain your options, so 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.

If the tips that players gave you in this thread so not 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.

What you said:

I put a buy order up for the wings from DB. Nothing happened.
I left it a bit, nothing up.
I tried checking the “items I’m buying” page, nothing listed at all.
So I tried again, figuring it had not registered.
Nothing happened again.
Oh well, TP is broken I’ll try later.

What you did:

Placed two TP buy orders in under 60 seconds.

As I told you on your ticket — and I was the one who responded to you, with every courtesy — all online stores, from Amazon to your local slipper store — need a bit of time to process an order. NO store reacts to a “finalize transaction” immediately.

You were impatient, you placed 2 buy orders, and you asked us to give you a refund for a transaction you conducted with another player. As I explained, we can’t go onto that player’s account and remove the gold. We cannot simply “whip up a batch of gold” to pay you back for your mistake. That causes inflation, which would have a negative impact on all players.

You’re unhappy.
I understand and regret that.
You’re angry.
I understand that, loud and clear.

But our decision does not in any way involve “grabbing money,” and we refuse to “grab money” from another player — who traded fairly -- and we refuse to generate gold to pay you back for your error.

The name has been cleared for use. Please update the ticket if you need more help.

(And thanks for the kind words, guys. )

kyuqq.1403:

Okay, I bought my account uhh more than a year ago, I guess. I was able to raise a lvl 80 Guardian, but my video card broke and I travel around so I stopped playing. Now, I bought myself a laptop and decided to play GW2 again. Finally, after the long patch, I tried logging in but I got this “Guild Wars 2 has encountered an error.” pop up. It says “Your Guild Wars 2 account has been suspended for an account issue. Please contact Support for information.” Seriously, I have no idea what’s going on, I don’t recall doing anything against the rules. I just want to play again. Help please? #130612-000845

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.

The team is going through verification with you, and you need to respond so they can verify your ownership of the account. Please update your ticket.

Jocund Mavis.9741:

Thanks Gaile:

We did this – ticket is 130613-000713, if there is anything you can do to expedite it that would be great

Leo Paul.1659:

Follow up for my friend’s ticket #130612-001027.. Hoping for your swift response..

As the topic says, this thread is for issues that have not been resolved in 3 days. This thread — indeed this forum — is not intended for use to expedite an issue. The first ticket was submitted today (although I know you were following up on older tickets related to another account.) The second ticket is less than 24 hours ago.

Please give the team time to analyze these and offer whatever assistance they can.

If you still need help after three days, you may post again.

I am going to move these over to the BLTC Forum, because I know the devs are active there and they may be able to offer you suggestions on a resolution. If you have tickets, though, feel free to post back on the Account Issues forum, say, tomorrow with your ticket number.

Thanks for understanding.

I am going to move these over to the BLTC Forum, because I know the devs are active there and they may be able to offer you suggestions on a resolution. If you have tickets, though, feel free to post back on the Account Issues forum, say, tomorrow with your ticket number.

Thanks for understanding.

As stated, you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page and they will try to assist you.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I believe they can help 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.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They may be able to assist you with this request. (And thanks for gifting Guild Wars 2 to your dad!)

Please note that there’s a very informative post – with samples — on this link. It would be great if you would read that thread and make yourself aware of the emails that are known phishing emails and only post if there’s something new.

Having said that, I’ll try to continue to update this thread and post these information from time to time — or forum members can use the “quote function” to repeat this post — so as to keep everyone informed.

Jocund Mavis.9741:

Dear Gaile:

reference your post above – ticket #130609-000685 Resolved – is not resolved completely – two accounts were involved. Mine has been restored and for that you have my heartfelt thanks. However my wife is still unable to login with her account – seems no action was taken. Her account details were included in the ticket. Please help us out here so that marital bliss may be restored as well.

Each person must submit a ticket for his/her own account. If HER details are in YOUR ticket, please ask her to start up a new one. I’m sorry for the inconvenience, but it’s for security reasons and I’m sure you’ll appreciate we need to work with the account owner. Thanks for understanding and for your patience.

DK – as long as everything remains functional — you can access and post in the forums, your friends and/or guild list remain intact — I wouldn’t worry about this.

zenleto.6179:

It’s fixed itself! Feel free to cancel 130612-000965.

Awesome. And thank you for your courtesy! You updated the thread and your ticket — that’s great!!!

Havana.8625:

I bought $35 worth of gems, but I did $25 through a gem card (which probably doesn’t count. ) Still I bought $10 directly from Anet (all of this months before the deadline.) Shouldn’t I have gotten the thank you letter too?

Edit: 20 minutes after writing this, I got mine. Thank you!

Glad it sorted out for you. I’ll remind other players that the mailbox needs to be able to accept an inbound mail in order to deliver, so if you qualified and didn’t receive your gift, be sure you reduce your mailbox contents and the present will drop into your box.

The search engine is your friend. This sticky is present in the forums. In addition, we have a constant thread for such posts in the forum as well and it is present on the first page of this forum.

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

Update: 12 June 2013

130607-001522 Resolved
130609-001051 Resolved
130609-000685 Resolved
130609-000708 Resolved
130605–001824 Under review
130606-000668 Account was reviewed and must remain closed.
130606-001163  Account was reviewed and must remain closed.
130607-000774 This shared account was used to cheat. Cannot be reinstated.
130607-002027 The ownership of the account is being disputed by three people. It’s likely this account was shared, resold, or traded away which put it into the dispute. We cannot assist.

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: 12 June 2013

130607-001522 Resolved
130609-001051 Resolved
130609-000685 Resolved
130609-000708 Resolved
130605–001824 Under review
130606-000668 Account was reviewed and must remain closed.
130606-001163  Account was reviewed and must remain closed.
130607-000774 This shared account was used to cheat. Cannot be reinstated.
130607-002027 The ownership of the account is being disputed by three people. It’s likely this account was shared, resold, or traded away which put it into the dispute. We cannot assist.

Aesaris.8736:

I previously left the game thinking that I would never be able to return due to schedule restraints. I have found that I have the time to still play here and there so I created a new account that I am currently using. However, I was wondering if it’d be possible to restore my previously refunded account so as to save me the trouble of re-leveling and grinding new gear, etc.

I’ve submitted two tickets and neither have received a response so I figured I’d try here!

Any help would be great

It would be bad business to offer a “revolving door” of purchases and refunds. Any business incurs pretty high costs in relation to a refund, and offering account reinstatements would be a poor decision.

You were not forced to demand a refund. Accounts can be left for years and rejoined at will. You made the decision, instead, to get your money back. And while we’re glad you’re back in the game, the consequences are clear at the time of the refund and will not be removed because of a change of mind.

Grey.7319:

Hi there,

I really hope someone can shed light on this.

I have had the name “Grey” for my main toon since launch. It’s an awesome name, and one that I stayed up hours for, during pre-launch, because I knew it would be popular.

I’m currently unable to log in to the game on this character and get the following error message:

‘Inappropriate name. “Grey” contains words or partial words that are not permitted. Please select a different name and try again. (Code=31:4:5:2643:101)’

I really don’t see how “Grey” is inappropriate in any way. Until this is resolved I can’t log on to my main character, as I don’t want to change the name and lose access to it later.

Any assistance on this would be much appreciated. [Incident: 130611-002058]?

I checked on this, and we believe that the agent made an error. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Inculpatus cedo.9234:

Kristine Heath.1483:

I forgot my password and accidentally unchecked the save option on the launcher so I lost it. Went to go reset it and this is the error I get after putting in my cd key information and such:

Failure

Password reset failed, please try again or contact support.

Please fix.

Since you can log into the forums, it’s likely your password is saved in your browser. If you utilize your browser’s tools, you can find your password there.

Hope that helps, good luck. =)

Kristine, if the tip above doesn’t help, please go ahead and 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.

Hotd.5071:

Cant check my support ticket regarding my GW 2 GW1 account linking issue. Been trying to request my support username seeing as how i forgot it, for the past week now. I have yet to receive any emails, so at this point im taking it its been disabled.

In this case, I guess you should email support@guildwars2.com and explain what you’ve been experiencing. They will merge the tickets and get back to you. Watch for the return mails, or the team will help you get onto your Support Account.

walshy.3851:

Hello!

So I will be moving overseas to Taiwan soon, and I am currently located in NA.

Will I be able to play my account overseas? Also will the server I am currently on be optimal to play on from there?

Thanks for your help!

Once an account is registered it can be played from anywhere in the world. You are eligible to change servers, if you desire, once per 7 days. There will be a cost in gems, as outlined in this wiki thread: http://wiki.guildwars2.com/wiki/Server#Transferring

Sigmar.2185:

Thank you for replying, but I just log in game and problem solved, I got my tag back

Thank you also Arena.Net , whoever did it

In < 3 hours. Yep, that’s how good the team is.

Clark Skinner.4902:

I don’t understand this quote from an earlier topic.
“Selling any in-game item — weapon, material, gold — is disallowed.”

Does that mean selling in-game items for real money? Or is it disallowed to
1. sell a guildie some ori for gold?
2. What about bartering?
3. And sending them mats to craft you something?
4. Mesmer portal tips?

I see someone in LA writing in map chat that they’re selling some items and taking orders for others. If that was against the rules, I’d expect they’d be long ago banned.

Please consider context when reviewing an entire thread. But due to your confusion, I amended the comment: https://forum-en.gw2archive.eu/forum/support/account/do-u-get-banned-for-sending-x-amt-of-gold/first#post2189403

McNutty.5031:

Not sure why this is an issue NOW after i’ve purchased gems without any problems whatsoever multiple times before…the most recent being a couple weeks ago.

Says I have to confirm my identity through customer support.

Please advise on what to do…

Sometimes you hit a “purchase cap” where the system needs to be nudged to allow you to make another buy. We can help with this! Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Nike.2631:

After logging out completely and logging back in the gems re-appeared. I was then able to purchase the sickle which arrived in good order. Matter resolved, though the behavior was till on the weird side.

I’m glad this sorted out for you, and I hope you enjoy the gift. Thanks for your support of our Gem Store!

mercury ranique.2170:

No need to make this thread. Your ticket is from today. You will very like get your answer through support later on today as well.

Yes, this ticket was reviewed and responded to in a couple of hours.

Folks — please do not post right after you’ve submitted a ticket. 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.

angel.6098:

Wow.. thanks guys =) I would think the game would just delete the oldest message but I guess not.

Nah, we never know what mails you might want to keep for sentimental reasons. So we leave it up to the individual mailbox user to do the deletions. As you found, once you remove some of the “white envelope” player mails, the other mails drop down into the box.

This isn’t something that can be addressed via a forum post. 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.

GambGaming.7348:

So my account was hacked. My friend had just come out of hospital after recovering from cancer. He REALLY Wanted to play, so I was about to log on, these are the incorect details, I was like ‘’ Alrighty then ’’ I tried around 5 more times, failed, so I contacted guild wars 2 support and they helped me, put new measures in place for my account. When I told my friend, we was skyping with cams on. The smile on his face was so amazing.

So thank you guild wars 2 support. Your all freeking amazing!

It’s so nice of you to write this, GambGaming. Thanks for helping your friend, and please send our best wishes for a speedy recovery!

Astral Projections.7320:

simplesimon.2084:

Send support a ticket and see what happens. Not sure where they will draw the line on the refund, but it sounds like this other guy is getting 20% back.

https://forum-en.gw2archive.eu/forum/support/account/Gem-Refund-is-it-possible

I guess they do make some refunds. In that case tho, it was just a few hours and this case it’s a few days. However, it wouldn’t hurt to try.

If it was a matter of a few hours, I’d suggest a ticket. But this is a matter of days, and in that case, I don’t believe that we can assist with a refund.

If you think about it, the Gem Store could be handling this sort of thing all the time, for every sale, if the timespan for such requests was broad. That would get time consuming and costly, in terms of slowing response times for gameplay and account issues.

So because the purchase was well in advance of the sale, I would not recommend submitting a ticket.

Leithian.3109:

I read all the replies to this poster and I am 100% with the OP. I also just had 2 friends buy the game who could not get onto my server. They thought they got 1 free transfer so rolled on another server and waited til a chance to transfer came up. It did last night!
Boy were they surprised when they got asked for a 20$ transfer fee…

This is not a great way to promote this game. While yes you can guest and play the majority of the game, its not the same as being on the same server what ever way you slice it.

It should be 1 free account transfer per an account which includes moving created characters. I can only see this hurting the sales of the game.

Many games charge (up to $50) to change servers. We allow a player to gather the costs in the game, at no additional fee, or to buy gems to accomplish it more quickly — as the player desires. We also allow the player to delete his/her characters — as I have mentioned in at least 20 threads — and transfer without any cost in gems. This option is particularly helpful for new players, and as you mention your two friends are new, this option should appeal to them.

Quite honestly, I am not sure why anyone would feel he/she was entitled to “one free transfer.” That is not posted anywhere, and as far as I know is not the norm in other games, either.

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

Be aware that if the email was compromised, he should use a NEW email account to contact Support. so that the hacker cannot intercept or read the email discussions with our support team (and possibly steal the account again).

talkingun.9627:

Thanks, the ticket is generated from support the same folks that gave me the new password? What is a key logger?

Yes, the team will send you a new password. They may be able to restore the account to a time before it was compromised, so you may not have lost much at all.

Please be sure to take extra security steps to keep things secure in the future. The team can help you with ideas on increasing personal security, and these may help you as well:

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

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

Check out several tips on security.

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

It’s true:

• Selling, traading, or exchanging any in-game item — weapon, material, gold — for real-world money or for other forms of real-world currency pr goods (including game codes, merchandise, etc.) is disallowed.
• If we make an error, we will review and correct it. But keep in mind that a lot of claims of “error” are in fact coming from those who knowingly broke the rules, so you have to take the “I was banned” with a least a grain of salt. (Some are, of course, innocent.)

I am glad this situation was resolved happily, and I’ll close the thread now.

simplesimon.2084:

I’ve heard that changing your language and then changing it back can free it up

Raven — can you please let us know if that works for you?

CptTrips.6512:

I just want to know, if there are any updates about the verification mail?

As Support told you, the issues doesn’t appear to be on our end. There are a few elements that may be involved, most principally your email provider, so since we know the Auth emails are indeed being sent, you need to investigate from the receiver viewpoint.

We cannot remove the 7-day cooldown, so in this case I do not recommend you submit a ticket. I like the suggestion about experimenting with different professions and such, knowing that you’ll want to delete all chars to make the move when the 7 days passes.

thereturnedhero.3284:

So I’m guessing I’m not going to get the correct item?

So ahead and submit a ticket. It may be possible to help you, each case is a bit different.

DarkDante.6850:

Gaile Gray.6028:

DarkDante.6850:

is there anything i can do to unsuspend it

You used an unacceptable name. It was censored and you did not serve any suspension time. You came back and tried a variation of the same name. That was a poor choice, and that resulted in your second violation in 2 days and a required 3-day suspension.

In the future, please choose with more discretion and wisdom.

cant i just start the character over and you give me access to my account

You were given a second chance with the required name change. You chose to try a work around to continue to use the unacceptable name — which you knew was unacceptable — by renaming with “creative spelling.”

You do not need to delete the character. You simply need to serve your suspension and rename the character to something acceptable.

And because you asked in another thread:

You got your first warning with the User Agreement, the Rules of Conduct, and the Naming Policy. You accept all these via the UA before you even start playing. You got a second warning when your first offensive name was censored but you were not suspended. Now you’re asking for another chance? After using virtually the same unacceptable name, twice?

• You were warned.
• You did not heed the warning.
• You were warned again.
• You ignored that warning, too.
• You were suspended, and suspended you will stay until you’ve served your time.

I suggest you use the period of your suspension to consider how it doesn’t take much time at all to come up with an acceptable name, and how playing is much more fun than sitting on the sidelines reflecting on your poor judgment.

:(