Guild Wars 2

Players report that they receive e-mails that pretend to come from us. For the most part, such e-mails are phishing attempts. We want you to know a few things about them.

We will not send e-mails that state that your account will be terminated if you do not respond. We will not send emails that state that an account has been compromised (unless we are responding to a player). Emails of this type are almost certainly malicious in intent.

Updated June 2015: Customer Support does send e-mails for these three reasons:

• Your account was involved in chat violations.
• Your account was closed for botting
• Your account was closed for engaging in, or helping with, gold sales.

• Our Customer Support e-mails will never contain live links.
• Our Customer Support e-mails instead will refer you (without a link) to our Support System for assistance, so you can control accessing the ticket system.

To protect yourself from phishing attempts, please consider the following:

• For matters related to account security, access the official, secure account page by typing account.guildwars2.com. Log in through that page and secure your account.
• To see if a link is suspicious, hover over the URL and carefully review the precise details of the hidden, underlying link in your browser. If the URL in the email is different than the underlying link, DO NOT click the link.
• To be extra secure, type the URL into your browser instead of clicking a risky link. Alternately, you can copy and paste the visible link into your browser. (Take care you do not copy and use the hidden, bad link.)
• Keep in mind that we do out best to write clearly and properly. If you see grammatical errors, if you see odd phrasing, that’s a definite sign that something may be “phishy” with the email in question.

We suggest you take the following steps to make sure both your game account and your email account are secure:

1. Scan your hard drive for viruses, keyloggers, and any other sort of malware, having made sure that your anti-virus software is up-to-date.
2. Change the password of your game account to a complex password you haven’t used before and that you use only for this game account.
3. Make sure you are using the additional email authentication for your game account. You can find further information here: https://en.support.guildwars2.com/app/answers/detail/a_id/9192/kw/Authenticator
4. Alternatively, you can use two-factor authentication if you own a mobile device. You can find additional information about two-factor authentication here: https://en.support.guildwars2.com/app/answers/detail/a_id/9238/kw/Authenticator
5. Change the password of your email account. You should follow similar rules for choosing your email password that you following in choosing your game account password.
6. If your email provider offers any two-factor authentication or similar options, take advance of those to further strengthen the security of your email account.

Further tips about account security can be found in this article: https://www.guildwars2.com/en/news/tips-for-keeping-your-guild-wars-2-account-secure

And an in-depth look at security is presented in this post by ArenaNet Founder Mike O’Brien: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

Guys,

THIS EMAIL IS FAKE. DO NOT CLICK LINKS, DO NOT RESPOND

GW2 logo at top

Greetings!

Due to an unusual change in your access pattern, the Guild Wars 2 account under this email address has been locked. This can be caused by logging in from a new location, but it may also signal an attempt to compromise your account. If you feel that your account’s security is at risk, please follow the steps

We do NOT lock accounts for the reasons expressed.

Do you have authentication on your account? Is the email asking you to confirm that you want someone to access from XYZ IP address? That would be legitimate, and it’s offered to give you a chance to add a new, approved IP address or to do nothing and the IP will not be accepted.

We do not send emails that ask you to “verify your account.” We send emails to verify that you want to allow an IP to access your account, but that’s entirely different.

Inculpatus cedo.9234:

Any emails that address your account that are not responses to queries you sent into Customer Support are fake and phishing emails. ArenaNet will never contact you about your account unless they are responding to you. For extra security, you can always change the passwords to your account and the email associated with your game account. Welcome to Tyria! =)

Please let’s be clear.

There are two emails.

1. The first is probably from us, and it may suggest that someone has your credentials and is attempting to steal your account.
2. The second is not, it’s a phishing attempt that tries to scare personal info out of the user by telling him he’s accused of breaching the UA through attempting to sell the account.

So about the first email asking for verification of an IP:

If someone has added authentication to his/her account, he or she receive occasional verification emails sent in response to (1) a new or unknown (not previously approved) IP or (2) an attempt by an unauthorized individual to access from a different IP than those previously approved by the account holder.

I believe that the email mentioned in the first post is legitimate. It is part of the authentication system. The reason that it’s ok is that you’re only asked to do something consciously, and with full information and you are not asked to give any personal information, like a phishing email would seek. That is, you’re not asked to click a (suspicious) link and input your account name and/or password. You’re asked simply “Do you want to approve this? Here’s the location and the IP — is that ok?” And you have the option to actively approve with a click (and no input of private info) or you may disapprove the attempt (usually from Asia) by not doing anything. The default is, “If this player does not actively tell us that it’s ok for someone to access from XXX IP address, we will not allow it.”

The second one, accusing you for selling your account, is covered in this thread: https://forum-en.gw2archive.eu/forum/support/account/Email-from-ArenaNet-Please-read/first#post1807876

Inculpatus cedo.9234:

The email you received was a phishing email. Hopefully, you did not click any links. If you did, change your email and game account passwords immediately. Remember, ArenaNet will never contact you first about your account, only in response to your queries.

https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails/first#post2035675

I do not believe that this was a phishing email. I believe that Mysticism received this because the authentication on the account is taking care of security and making sure that the attempted use IS approved. Which it is not. Simply not clicking that link is a refusal or decline of the request. But I understand that it may be good to offer a “Accept” and “Decline” option, so I’ll ask the programmers and GUI designers if that is something they would consider.

ShiningSquirrel.3751:

If the email looked like the one below, it’s legit. As long as you did not authorize it and changed your password, you should be OK.

---

A log-in attempt from the following location is currently awaiting your authorization.

Address: xxx.xxx.xxx.xxx
City: Some City
Region: Somewhere
Country: Some Country

This location is approximated based on information provided by your Internet Service Provider. If in doubt, deny the request and try again.

If you are certain this log-in attempt was not made by you, then someone else knows your log-in credentials and you should change your password immediately via Account Management.

For security purposes, we alert you each time your account is accessed from an unrecognized location. To authenticate this log-in attempt, please click the link below:

{link removed}

Need help or have questions about your Guild Wars account? Visit our support site: http://en.support.guildwars2.com/ Thanks!
—The ArenaNet Team

Quoted for accuracy.

It is true that at the present time — and for the foreseeable future — we do not have a feature that allows display name changes. This may be something we offer in the future, but it is not currently in development or even, as far as I know, in the planning stages.

Personally, I love AP’s suggestion. I thought the same when I saw the name, too!

NaughtyPickle.3921:

Jonwine. Thank you! That was it. The confusing thing was that the world map completion showed that I had all the elements that I needed. But after logging in and going there BAM got it! Thanks again.

Really glad you’ve solved the mystery, and thanks for the helpful suggestion, Jonwine.

Thank you for letting me know, and I’m happy to have helped.

Hi ExpsGaming — I talked to the GMs and they have come up with a solution to this situation. One of them will update your ticket and you can discuss what they have in mind there. I think you’ll find it’s a happy outcome for this matter.

Update: Our agent re-sent the email containing the password reset information.

Excellent. I will have an agent update ASAP!

Ruucnor.3205:

Sorry it seems you need the incident code. it is attached now[Incident: 130324-001780]

Thank you for that info — it helped me look up the issue. And I can see that your son was able to verify ownership of the account and that, sadly, the agent reviewing the case discovered that the account was hacked by someone in Asia. (This happens usually when a password is used across many sites. When one of those sites is compromised, their database of user information is accessed and unscrupulous individuals use that “shared” password to try to steal game accounts.)

An answer was sent out via email to the address associated with the account on 30 March, returning the account to your son along with a password-reset for the account. Your son should have been able to log in following the instructions on that email.

Could you please ask him to check his Junk and Spam folders, or log into his Support Account by click Support above, and then accessing his support account through that interface? Alternately, I can have the reset email sent again, but quite frankly I do not want to do that as a first choice because if your son’s email was hacked, the hacker may still have access and will simply steal the account again.

Let me know what you discover and I’ll try to help get this resolved!

Foundation.1859:

jinxgirl.8976:

My husband and I were with a guild group killing Karka for the new boxes and suddenly his account was banned for “botting”. It says the account is now terminated. He’s working on a ticket as well, but I thought since I can still access the forums I’d post about this potential major problem. You may want to check your bot algorithms to make sure people who are legitimately playing and trying to get your new items aren’t accidental triggering the ‘bot ban’. All I can think is since we talk over voice and not typing it may have been the trigger? Please help! Myself and the entire guild has sent in tickets at this point with petitions to get him back in the game. If nothing else please fix this so it doesn’t happen to others.

Yeah Jinxgirl, you have point out potential problems. I agree that, seriously.

3 days ago, my account has blocked by Anet’s ANTI-BOT algorithm. When I was blocked, just akitten for eating dinner. And 2 hours before, I running fractal with my guildies and friend. An interesting point, me and 2 guildies was blocked at the same time, same reason. Now, my account restore from 3-days protest to Anet’s GM.

I even came back Log-in from moment, another guildie was blocked by botting lol. When he blocked mement, he just running Arah.

Why do we gotta suffer of these?

It’s amazing to me that people assume that we block with an altorithm and zero human review. We have detection systems, but people review the data before the account was blocked. And what does that mean? It means that while you may have been chatting with friends or out to dinner when the account was flagged for botting, we’re not flagging for botting in that specific minute or hour. We may not even be flagging within the specific day!

Sometimes the detection system shows suspicious activity on one day, and it is reviewed and action taken a few hours, even a day or two later.

Foundation — You have done precisely the right thing — you’ve submitted a ticket. As you saw with the situation with jinxgirl, each appeal is carefully reviewed and players who were not involved in disallowed activity are reinstated. I believe that your ticket will be answered very soon and you’ll be able to discuss this situation with an agent. Thanks for your patience.

I cannot track you ticket with an different display name and without the ticket number. If you still need help, you may post in the sticky thread above and I’ll investigate.

Maylin.6791:

I’ve had this exact same issue today, but it turns out my account was hacked. Some IP from Arizone, it seems. Nearly everything wiped. My ticket has already been submitted. :\

I am sorry that happened, and I’m sure the team will help you as quickly as possible.

Saika.8495:

Borderlands jumping puzzle, the keys for some of my characters doesn’t seem to get used up when I open the vault, I’m not sure if this was changed recently or it’s a bug.
I still do the whole puzzle even with the unused keys so I’m still playing it the way it’s intended.

I ask this question because I don’t want Anet to use this as an excuse to ban me AGAIN. I have already been banned on THIS account twice in the past for botting and some other things, all were in error.

Please don’t tell me to refrain from doing the jumping puzzle because it’s one of the few things that I do in this game daily, but If that’s what it takes to avoid a ban then I will have to comply. I’ve been a “law” abiding player most of my life and it’s things like this has affected my enjoyment of this game. I quit doing my favorite dungeon CoE because people doing it always want to do 3 in 1 runs, something that should have been fixed a long time ago. Now when I join some parties they kick me out because they remember me as the player who refuse to exploit and do a 3 in 1 run.

I have dual… quadruple boxed accounts before in the past, using 4 different computers but stopped doing it because it seems that I have to be actively playing those accounts. No, I’m not using any programs to control them all at the same time, I’m merely using them as spotters for world events, pen/shelter etc.

Other thing’s I had to give up was using my old gaming keyboards that have macro functionality to avoid getting a false detection from whatever anti botting/third party program you guys at anet have been using to catch cheaters. I have avoided areas where I have spotted bots because I think a Dev/mod or whoever said in the past to avoid botting hot spots (or something like that, it’s been a long time since I read that post so correct me if I’m wrong) with the fear of getting carpet banned along with the bots.

Sure I don’t have to fear anything if I’m not doing anything wrong, but having the experience of getting banned in the past and waiting 5 days before my account was reinstated was just pure mental torture, people has even labeled me as a botter who’s lying. I think as a player who has supported your company through game sales, and gem purchases (and I’m not just talking hundreds of dollars) deserve at least peaceful game experience without the fear of getting wrongfully banned.

I am sorry that you’ve had a few bumps in the road. I can tell you that if you were flagged for an issue today, you would not wait those five days, but normally would be back in the game — well, if you were not guilty — in a day or even less. So there’s a positive note, but not exactly what you’ve asked about.

I am not sure about the key question. It’s interesting, and the first time I’ve seen it, probably because I focus on this forum. IOW, this comment/observation may be all over another forum but I haven’t seen it in Account Issues. So let me see if I can find out anything about this one and I’ll get back to you.

In the meantime, and I mean this sincerely, thank you for your support of our game and for your obvious love it Guild Wars 2!

While I appreciate the kind helpfulness, or the entrepreneurial spirit, that prompts these loans, they are somewhat unusual transactions. And sure, they could raise a flag within the many detection systems involved with finding and dealing with RMTers, cheaters, exploiters, and scammers.

The loans themselves are not the issue, but there are a couple of concerns:

1. Frequently moving potentially large amounts of gold. Gold transfers are fine and well, but if you’re getting large sums on a frequent basis, you may well look like a gold seller or gold delivery agent.
2. Reports of “scamming” or “interest gouging” that a player may submit if s/he feels that the interest charged (assuming there is interest involved?) is usurious. To put it another way, a player agrees to a 10% interest charge and then thinks “Wait a minute, that’s way too high for a loan of a few days’ duration!” and reports to us for scamming.

Both of these issues can be reviewed and normally are resolved quite readily. But you asked about this, and I thought I’d mention these thoughts so that you are informed about potential (unlikely, but potential) risks.

My suggestion: Don’t try to run a loan business on a large scale. Don’t charge ridiculous fees if you do.

Remoe — please do use the TS Forum. They can help you. Alternately, feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Dannynuk — if this is not resolved, provide your 12-digit incident/ticket number. I need that info to help you.

Aarek.9872:

Hello everyone, I’m using an authenticator on my account and I’ve checked my account security and it says I only have my two IP addresses accessed to this account which is from my computer and my laptop, so no one hasn’t logged into my account from a different place other than my laptop and pc, but I keep getting loads of these GW2 Support emails and I’m too worried to click on the links they tell me to click on in case it’s a scam pretending to be ArenaNet.

The first email I got was this:
Account Security Alert: ArenaNet
noreply@guildwars2.com;
Greetings!

Due to an unusual change in your access pattern, the Guild Wars 2 account under this email address has been locked. This can be caused by logging in from a new location, but it may also signal an attempt to compromise your account. If you feel that your account’s security is at risk, please follow the steps below.

Step 1: Verify Your Account Ownership

Click on the link below to verify your e-mail address of the Guild Wars 2 account:

(And then here is a link telling me to click it to sort it out)

I have several of these emails also:

Guild Wars 2 Support
noreply@guildwars2.com;
Greetings!

It will be ongoing for further investigation by ArenaNet’s employees.

We are concerned about whether your account has been stolen. In order to guarantee the legitimacy of your account, click the link below.

Once your account authentication has been completed, we will check your account and let you know what we can do for you.

Need help or have questions about your account? Visit our support site: http://support.guildwars2.com/.

The Guild Wars 2 Team

---

Are these emails legit? I don’t see any reason for me to have any emails like these since I even checked security on this website and the only two IP addresses accessing my account are both my laptop and pc, so I’m really concerned.

Thank you for reading

Fake. Fakeity fake fake. Please delete and of course do NOT click any links.

You folks need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will want to investigate this and help you. Please provide as many details as possible, including the guild name, guild tag (spell carefully!), and as many other details as you can!

Diamondcore.4817:

Hey GW2

My hotmail was hacked and now i am setting all my profiles to my new email.
However i dont seem to be able to change my email.

Can anyone help me?

Greetings

Diamondcore

We can 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 much as possible to expedite the ticket.

Please don’t blame us for time zones. You’ve changed locations, and it’s natural that the busy times in Europe will not be the busy times in North America. The point is, you registered an account in Europe and were and will continue to be able to play from anywhere in the world. That is rather remarkable.

As to the server transfer question, please note the comments above: They are accurate and offer many options to you.

I also wish you the best, and thank you for your service to our country.

We encourage you to continue to submit support tickets and post questions in this forum about The Black Lion Trading Company, Gem Store, and GW2 Trading Post. This FAQ is offered with the hopes that it will help you resolve some issues right away and without additional help.

BLACK LION TRADING COMPANY / GEM STORE / TRADING POST FAQ

The “Buy Gems” process doesn’t work for me through the Gem Store (Wiki link: http://wiki.guildwars2.com/wiki/Gem_Store.

First double-check your gem balance in game to see if the gems have been added. If not there could be a few reasons for this:

1. The Gem Store may be in maintenance mode. The “Buy Gems” and “Redeem Code” buttons will be inactive but this is a normal part of the maintenance process and will clear up soon.
   Suggestion: Check Twitter — https://twitter.com/guildwars2 -- for news about the maintenance period. (You do not need to have a Twitter account to read our feed.) Please wait a few hours and try again.
2. Your CC provider may not have processed the purchase on their end.
   Suggestion: Check your CC records to see if a purchase was finalized. Note: CC’s occasionally put a proposed transaction into a “holding pattern” so look for only the fully-processed purchases.
3. For all other problems purchasing gems, please contact Support to investigate further.

I spent gems at the Black Lion Trading Company and I didn’t get my item. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post#List_of_Black_Lion_Trading_Post)

We suggest you try the following:

1. Are you certain you completed the transaction?
   Suggestion: Check your gems balance or view your gem purchase history on the right-hand side of the home page of the Gem Store. The purchase may not have processed at all, in which case you can initiate the purchase again.
2. Gem purchased items are delivered through in-game mail. Do you have too many mails in your mailbox?
   Suggestion: Try clearing some items from your mailbox to see if more mail “appears.” This indicates you have mail that can’t be delivered because the mailbox is full.
3. Have you checked your characters to see if you retrieved the item with a specific character?
   Suggestion: Check the inventory of each character and not the general inventory, alone.
4. For all other problems, please contact Support to investigate further.

I made a trade through the Trading Post and I didn’t get my item(s).

First and foremost, you will find a lot of valuable information, tips, and suggestions in the Trading Post section of the official Guild Wars 2 Wiki. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post). Beyond that, here are a few pointers:

1. Did you create a buy order instead of making an instant purchase?
   Suggestion: Go to the TP and see if you have any active buy orders on the “My Transactions” page. Cancel the buy order and make an instant trade instead, keeping in mind that you must offer the appropriate price to complete a purchase.
2. Are you conducting a large number of transactions?
   Suggestion: You may need to retrieve some of your purchases.
3. Did you check your account bank?
   Suggestion: If the TP is unable to deliver currency to a specific character it will deliver it to your account bank, so check that, too.
4. Are you considering TP fees?
   Suggestion: Please note that there is non-refundable posting fee of 5% for each item you offer to sell and a sales fee of 10% that is removed from profits before the seller is paid for his/her item.

How to get help:

For help with all of these situations, we recommend you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please include any relevant information, such as your operating system, your PC specs, and firewall info. Support will be able to look into your purchase attempt and help resolve the issue you have experienced.

Before you submit your ticket, you might try clearing your cache by using the following steps:

1. Close Guild Wars 2.
2. Click the Windows start button.
3. Search for temp
4. Find any gw2cache folders and delete them.

For tips on what information to provide in a ticket—mostly intended to ensure that you own the account (for security reasons)—please read this post and provide as much as possible to expedite the ticket.

We’d like to try to keep all questions and concerns about the Black Lion Trading Company, Gem Store, and Trading Post in the same place. To that end, I’ve written up a large FAQ about these features with contributions from Curtis Johnson (our “guru” about all things to do with this subject) and Jason Smalling (QA team member). I will lock the thread, post the FAQ below, and encourage you to post your questions and concerns in the Black Lion Trading Company Forum.

BLACK LION TRADING COMPANY / GEM STORE / TRADING POST FAQ

The “Buy Gems” process doesn’t work for me through the Gem Store (Wiki link: http://wiki.guildwars2.com/wiki/Gem_Store.

First double-check your gem balance in game to see if the gems have been added. If not there could be a few reasons for this:

1. The Gem Store may be in maintenance mode. The “Buy Gems” and “Redeem Code” buttons will be inactive but this is a normal part of the maintenance process and will clear up soon.
   Suggestion: Check Twitter — https://twitter.com/guildwars2 -- for news about the maintenance period. (You do not need to have a Twitter account to read our feed.) Please wait a few hours and try again.
2. Your CC provider may not have processed the purchase on their end.
   Suggestion: Check your CC records to see if a purchase was finalized. Note: CC’s occasionally put a proposed transaction into a “holding pattern” so look for only the fully-processed purchases.
3. For all other problems purchasing gems, please contact Support to investigate further.

I spent gems at the Black Lion Trading Company and I didn’t get my item. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post#List_of_Black_Lion_Trading_Post)

We suggest you try the following:

1. Are you certain you completed the transaction?
   Suggestion: Check your gems balance or view your gem purchase history on the right-hand side of the home page of the Gem Store. The purchase may not have processed at all, in which case you can initiate the purchase again.
2. Gem purchased items are delivered through in-game mail. Do you have too many mails in your mailbox?
   Suggestion: Try clearing some items from your mailbox to see if more mail “appears.” This indicates you have mail that can’t be delivered because the mailbox is full.
3. Have you checked your characters to see if you retrieved the item with a specific character?
   Suggestion: Check the inventory of each character and not the general inventory, alone.
4. For all other problems, please contact Support to investigate further.

I made a trade through the Trading Post and I didn’t get my item(s).

First and foremost, you will find a lot of valuable information, tips, and suggestions in the Trading Post section of the official Guild Wars 2 Wiki. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post). Beyond that, here are a few pointers:

1. Did you create a buy order instead of making an instant purchase?
   Suggestion: Go to the TP and see if you have any active buy orders on the “My Transactions” page. Cancel the buy order and make an instant trade instead, keeping in mind that you must offer the appropriate price to complete a purchase.
2. Are you conducting a large number of transactions?
   Suggestion: You may need to retrieve some of your purchases.
3. Did you check your account bank?
   Suggestion: If the TP is unable to deliver currency to a specific character it will deliver it to your account bank, so check that, too.
4. Are you considering TP fees?
   Suggestion: Please note that there is non-refundable posting fee of 5% for each item you offer to sell and a sales fee of 10% that is removed from profits before the seller is paid for his/her item.

How to get help:

For help with all of these situations, we recommend you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please include any relevant information, such as your operating system, your PC specs, and firewall info. Support will be able to look into your purchase attempt and help resolve the issue you have experienced.

Before you submit your ticket, you might try clearing your cache by using the following steps:

1. Close Guild Wars 2.
2. Click the Windows start button.
3. Search for temp
4. Find any gw2cache folders and delete them.

For tips on what information to provide in a ticket—mostly intended to ensure that you own the account (for security reasons)—please read this post and provide as much as possible to expedite the ticket.

We do not have in-system questions, but as IC suggested, we’ll ask you things to verify your ownership of the account, for security purposes.

I located the ticket and believe you will get the assistance you need very soon.

BTW, great, detailed information which surely will help the team help you. Thanks!

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 much as possible to expedite the ticket.

I’m glad this got sorted out for you. Sometimes it takes a bit of time for the mails to arrive, but they do!

idontlikemyname.2358:

" 130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner "

Pls recheck my ticket number again, I didnt recieve an email because i think you sent to my GW2 email that was hacked and i cant open it in yahoomail.

Pls resend the email back again to my new email i put in my ticket # inside. For me able to reply from Arenanet about some question if Im the account owner. Thank you

The problem is, you’re attempting to change a user name for an account that we cannot establish that you own. That is why we don’t just change email addresses randomly, but send questions for you to answer. Sending them to your new address makes no sense, because we have no way of knowing whether you are the person who owns the account or the person who is trying to steal it by attempting to get us to change the user name.

It’s sad, but we must be extremely cautious and even “suspicious” of such requests, to ensure that we do not enable someone to steal another account. You need to access and answer through the support website if you cannot access through the emails. Thanks for understanding.

cinemapaula.8673:

His ticket number is: #130516-001522

The person who was with him at the time of the incident would be happy to offer any information, as would ANY of his guild’s members.

As I have already responded to this at length, I simply want to point out that this ticket was just one day old when posted, and this thread is intended for those that have been awaiting a response for three days or more.

This issue was resolved, and the player reinstated, in <48 hours.

idontlikemyname.2358:

130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner

Sorry i just read at forum now Im behind updated ..But sir as i write again my original post here :

I send a support ticket last April 28 2013 that my yahoomail was hacked i cant access it. And that yahoomail is my guildwars2 log in info. Although i can still log in at guild wars2 website and client luncher but still im worry about my yahoomail i cant access it, im doing all password recovery in that yahoomail but someone change the info inside because its uncorrect security question. I cant recieve emails from Arenanet. So i want to change my Guild wars2 email. Its been 8 days now i dont recieve email from Arenanet from my email i give in my support ticket to send the reply to me.

Pls look at my ticket number is 130428-001424

SO THE QUESTION SIR IS I DIDNT RECIEVE AN EMAIL FROM ARENANET TO VERIFY THAT IM THE OWNER because as i stated in my post my guildwars 2 yahoomail was hacked. So even if u send it to that email i cant access it..Although i can normally log in at website and play GW2 but i cant access my GW2 yahoomail. SO PLS SIR CHECK MY TICKET # AGAIN BECAUSE I PUT THERE INSIDE MY NEW EMAIL WHERE I WANT YOU TO SEND TO ME THE VERIFICATION IF IM THE ACCOUNT OWNER.

I always check my new email that i give in my ticket # where i want you send your reply to me but i didnt recieve anything. Thats why because you send to wrong or my hacked gw2 email.

Please go to the Support page (click above) and log into your support account from there. You do not need to get an email — you can read the responses there. You should also update via a NEW ticket to provide the new email address. This way, if someone has access to your old email address, he/she cannot read the conversation.

To do that, as Robert posted, go here: https://en.support.guildwars2.com/app/account/questions/detail/i_id/10921025

Loli Ruri.8307:

Astral Projections.7320:

Nip is an racial insult for Japanese people

Proof please.
I don’t believe you.
Also no Japanese person would find that offensive, however would find it hilarious that you’d try with such a lame insult.

There is no dispute that the term “nip” is a pejorative term for Japanese people. It was widely used during WWII, and “proof” can be obtained in watching any of a dozen movies made during the period.

The second definition on Urban Dictionary – strangely excluded from your post — points to racist use and the third points to a reference to “nipple.” None of these are acceptable in the terms of a Guild Wars/Guild Wars 2 name.

I talked to the team about this and they pointed out that there are multiple ways in which an item can be acquired. For instance, using gold that you have earned in the game to acquire the item would give you a second item, but the transaction would not appear in the game logs in the same way that a straight-out acquisition of the item with purchased gems would appear.

We cannot see that this transaction occurred in the manner in which you describe. I will ask the team if there are additional reviews that they can conduct.

Eona Lilith.2350:

I recently recived an email from nonreply@guildwars2.com about my account being stolen? Its not written really well, like who ever wrote it was not very good at English. Im worried about my account now! Should I change my password?

I received it, too. Phishing.

The name Heimerdinger is related to another game and I would advise against it.

The names that begin N-i-p, including the display name, are not acceptable and we stand behind their censoring.

This thread is well beyond acceptable forum content. sorenrye, this forum is not for ranting about a support issue. It is not for posting misinformation and downright untruths. It is not for offering commentary on random issues about which you know nothing. Your comments are unacceptable. And we can test in 10 seconds, but if dragging items from your character to the guild storage pane were truly broken, we would have thousands of reports. We have only yours.

It appears that you have submitted four tickets about this and that you are updating on a near-hourly basis. When you do that, agents are required to go into the multiple tickets, merge them, close the duplicates, assess the updated content (which is pretty much of zero value here), and so forth. They do this before they help you. Therefore, you need to know that you are delaying your response with the multiple tickets. Please stop that now.

I am confident that an agent will be back to you soon with further information or with a restoration update. As we’ve consistently explained, restorations do take longer than a normal ticket, due to the research involved. Please do not update, post, or create a new ticket. Allow them to work with the information they have, and if they need more, they will ask you. Thanks.

It appears that you have submitted 3 tickets about this, and you have created multiple forum threads. Please stop immediately.

From what I am reading in the ticket notes — and they are extensive — the account was closed for fraud related to the exact purchase involved, and not an unrelated purchase. You asked for a charge-back, claiming that the purchases were made without your authorization. And now, you are asking for reinstatement of the account. It does not and cannot work that way. Chargebacks are a very expensive and time-consuming proposition for our company, and our providers require that the account be permanently closed when a chargeback is completed.

In other words, as the agents have told you, we cannot reinstate the account based on the details that we have.

Any word on this? if not, what’s your 12-digit support ticket number?

Buymeplox.2014:

Thanks I left it on when I went to work. When I came back it had fixed itself :P

Glad to hear all is well.

Two questions:

1. How is asking forum members going to help with this situation?
2. Why are you not providing the 12-digit support ticket number?

We want to help, but this post isn’t enabling that to happen.

While we cannot return the gold, we DO definitely want to deal with this sort of scammer. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Provide as many details as possible.

Thank you for helping us “take out the garbage.”

As expressed by the players above, the ART is used only for compromised accounts. Sorry.

Mr. Squirrel has it exactly right.

Did you get the help you needed?

The team can help you find that, I’m sure. 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 — so that they can identify your account — please read this post and provide as much as possible to expedite the ticket.

I understand and sympathize with your situation. 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 much as possible to expedite the ticket.

First, please always use the Search Engine, because we have dozens of dozens of threads asking the same thing, and it’s just more efficient for you to get your answer right away!

I want to change my email address/log-in name:

• 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.

I want to change my character name

• Purchase a character name change in the Gem Store.

I want to change my display name

• This is not a service that is available, either through a purchase or through Support. Unless there is a specific privacy issues — that is, you used your real name or your email address for you in-game and forum display name — the name is permanent. If you fall into the small number of people who did use your real name or email address, contact Support for assistance. Please do not write Support asking for exceptions, for they will not be made.

Phew — this was a really complicated one, but we’ve identified the issue and this account will very soon be reinstated with the GW and GW2 accounts properly linked. I’m sorry for all the confusion, and appreciate your patience while we investigated!

malifer.3978:

ok I just got in again. not sure why that happened but the server is accepting my log in again.

So you’re good to go? Glad to hear it!