Guild Wars 2

Lisa.6102:

I had the same issue a week ago and after chucking a hissy fit , I found that if I rest my account , (you need the serial code or game code that came with your product ) it let me change my password and then I was able to remove the authenticor without the need for the two authenticator codes. I’ll find the link

Here’s the link
https://account.guildwars2.com/recovery

Lisa, you made me laugh. I’ve chucked a few hissy fits in my laugh. Glad it worked out for you.

And Xazaks — if the recovery page doesn’t help please do contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you.

I am unclear how you think an update — a “patch” — would take away items. I’ll certainly ask about this, but I just can’t see how that would be possible. Whenever we have an issue, like the issue with the karka chests, we have to code the changes to give the missing items to people. So looking at that, we’d have to code to take away items, and that just doesn’t seem possible to me.

I’m not a dev, I’ll be the first to admit it. And I am sorry that this happened. But while I cannot say why it happened, I don’t think it’s related to a build. What are your ticket numbers? It may be helpful for me to see the history on the ticket.

The forums were offline during the outage. But it appears you could load the website, right? (Not a cached form, but the real deal?) Back in the day, we have a “Network Updates” page, and that was used as you described. I’ll ask the Web Team if they think that may be something we want for the future. It’s up to them, but I understand the request and am sure they’ll be happy to listen to the suggestion.

We try to keep our players informed via a variety of means available to use. The forums were down when the game was down, so that option was not available, but with SmartAssists and an announcement on the support page, and with social media messaging (you do not need an account to view those) we did our best to keep everyone informed.

Raxus Prime.4218:

it was resolved

thank you very much

he got his nero to 12 last night with me

KEEP UP THE GREAT WORK GUYS

So nice of you to update — thanks a bunch! And I’m glad to know that everything is just fine now.

Igor.2859:

Hello. I’m lost 2 my accounts. I think, i was hacked. What i can do than return my accounts. Unfortunately i don’t have access for both mails.
1st account – [REDACTED]
2nd account – [REDACTED]
thx for help.

Please don’t put account names in the forums. I have redacted those names.

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.

Yes. Please be sure you remove the items you wish to keep so they are in the bank and not on the character itself, because we cannot replace items that you delete in error through this process.

When you log in, you will be prompted to change your character name. if this is your first offense, you can do so immediately. And yes, a character with a name related to defecation is offensive.

And the warning is given in the User Agreement, which includes the Naming Policy: https://www.guildwars2.com/en/legal/guild-wars-2-naming-policy/ Feel free to read the at least 100 other posts I’ve made on this subject for further enlightenment.

Comparing a game that is nearly 10 years old with a game that is not even 10 months old is sorta unfair. (But I can tell you that we had full-account restorations before some much-older games, so that’s cool!)

The point is, for any game, tools are developed and expanded over time, and we acquire the ability to provide more help to players as new tools are created. We also add features that are designed to prevent user errors such as yours. For instance, in the early days of Guild Wars, you could delete a character with just one button. Noting that players were doing so in error, we added a confirmation system, and ultimately required the player to type out the full name and confirm, so a sort of double-confirmation system.

As the game matures, more tools will become available for CS, and more in-game systems will be added. I’m sorry that your user-error situation cannot be addressed at the present time, but I believe we will be able to offer greater levels of help for instances such as these in the future.

I suggest you 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.

False positives for botting are extremely rare, but they do happen once in a blue moon. Since you’ve submitted a ticket, that’s the way to go. This obviously is not a major problem or we would have had hundreds or thousands of tickets — we do not — and dozens upon dozens of forum posts — which we also do not.

Please await assistance from the team. If you need help after three days — and tickets are generally answered within hours — please use the thread above to let me know.

Rezzet.3614:

Gaile Gray.6028:

FangedTerror.3852:

Delete all characters move to any server you like that isn’t full for free. Problem solved. Even put nice items and money you want into your bank for an added bonus of keeping them.

Perhaps reading the other 400 posts of he same thing here might have got you playing even faster!

Terse, but true.

so if i delete all characters i can change servers for Free? i wasted 50 gold then ._. LOL

I don’t think you wasted your gold, because you were able to keep all your characters intact. There’s a tradeoff and it’s especially helpful for new players, who don’t have a lot to lose. But deleting characters with achievements and special soulbound items isn’t worth saving the gold, in my opinion, so continuing players are ahead to use gems, which as pointed out above can be earned in the game.

McBob.5071:

Does ArenaNet not have an address for us to forward phishing emails to? Most online games do, so they can shut down the site as soon as possible.

We do not. We do not have many options for shutting down independent sites that try this sort of shenanigans, and in some cases, they spring up again almost immediately on another host, even in another country. We do pursue misuses of our IP, and this certainly falls into that category, but it’s different than a company using our art for their game, which we have far more success pursuing.

However, you ask a valid question, so I will inquire about whether we want to have such an email address in the future. I can tell you if we did set up a mailbox, it’d be monitored but not answered, due to sheer volume.

Lister.5678:

Gaile Gray.6028:

Let me answer this as a player:

Consider PvP: Being able to zoom out farther than your opponent seems a definite advantage. If a PvP player can see the entire map, he/she certainly knows more, and can react differently, than those playing the game as intended (who cannot view the entire map through normal processes).

The advantage-giving provision of the program is a concern to me, as a player, as it seems clearly prohibited by the policy. " Our general policy is that anything that gives advantage is forbidden; anything that imbalances the game in favor of one player over another is strictly disallowed."

As I said I don’t PVP – with the exception of checking what the monthly rewards were and the xmas snow event – so I’m more than likely going to make the call that it’s a “benign” program like they officially state to do, I would not be breaking the tos with how I play the game and records would show that. Quickly off the top of my head this is the sort of scenario I could refer it to: If there are overpowered skills for a certain class after a patch, should the servers be shut down because a certain class might – emphasis on might – take advantage of it?

On the lines of what the person after you said, why an option to increase the max camera zoom-out to “big boss” distance in the world is beyond me, especially in a game that promotes you play it how you want to play it. Anyway, thank you to all those who responded to the thread.

Let’s look at a scenario: Say there are detection systems that ascertain you are using a specific third-party program that is known to give players an advantage. Do you think that we would go through your entire gameplay history to see “This person does not play PvP, so the program is not giving him/her any advantage, so therefore his using it is acceptable?” I am sure when you read that, you’ll realize that to do so would be incredibly time-consuming and an unrealistic expectation on the part of any player.

The question isn’t whether the program gave you an advantage through potentially thousands of hours of gameplay. The question is whether the program gives an advantage to users. And the answer to that, in my original scenario, is “yes.” Yes, this program allows players to see more than other players, and even in PvE, having a wider field of view allows you to predict mob movements, assess and anticipate your next battle, etc.

I don’t think you should decide “Well, in my use this is ok” so much as assess “This program could be used for advantage, and I therefore will give it a wide berth.”

As suggested, the best way to share your feedback it through contacting Support by filing a ticket through the “Ask a Question” tab on that linked page. You are more than welcome to provide feedback via this means.

FangedTerror.3852:

Delete all characters move to any server you like that isn’t full for free. Problem solved. Even put nice items and money you want into your bank for an added bonus of keeping them.

Perhaps reading the other 400 posts of he same thing here might have got you playing even faster!

Terse, but true.

I read a thread yesterday where someone tried multiple times and suddenly everything worked. If you continue to have difficulties, go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page so that they can 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.

Lia.8910:

Funny, but restarting my computer worked

Well, that was easy.

Glad all is well.

Raxus Prime.4218:

My friend just purchased the game but used the wrong email

one he no longer has the password too.

since he cant get into his email and get the serial code he cant play

what can he do?

we submitted a ticket yesterday but no go

Can you give me the 12-digit ticket number? I feel sure we can help with this.

We won’t take money without giving you gems — that would be rude! If you can please contact Support by filing a ticket through the “Ask a Question” tab on that linked page, they will be able to assist you.

Alternately, I saw a comment in another thread that I will include, although the circumstances sound different:

to anyone having the same problem as OP (I.e. confirm is greyed out even after putting in all your information), I finally got it to work by hitting the back button, changing the quantity, then changing it back to what you desired and the confirm button lit up. Hope this helps anyone searching around with the problem.

For tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

Inculpatus cedo.9234:

There are many fun and friendly servers, besides those that are Full at the moment. You could always try one, and if it wasn’t to your liking, wait there for TC to change status, or just delete again, and move to another. You can guest to try servers out, as well. =)

These are valid points.

It is correct that we will not unlink a terminated account to enable someone to relink to a new account. This policy is designed to reduce cheating and account theft.

I’m sorry, but I cannot assist here.

Let me answer this as a player:

Consider PvP: Being able to zoom out farther than your opponent seems a definite advantage. If a PvP player can see the entire map, he/she certainly knows more, and can react differently, than those playing the game as intended (who cannot view the entire map through normal processes).

The advantage-giving provision of the program is a concern to me, as a player, as it seems clearly prohibited by the policy. " Our general policy is that anything that gives advantage is forbidden; anything that imbalances the game in favor of one player over another is strictly disallowed."

What the wiki states is true, and makes it easy for new players, such as yourself, to resettle on a new home world. Do be aware, too, that your friends can move to your world, instead. Since they’ve been playing for a while, they’ll have more wealth than you, so it won’t be a major hit on their pocketbook.

And yes, guesting is a good option, as well!

I changed the subject. This is not about being banned, after all.

Can’t you hit “Forgot your password?” on the log-in screen?

Thanks for the information. My brother lived in Turkey for a while, but not in Istanbul and I was not aware that Kadikoy was a district inside the larger city.

I wanted to ask about possible account sharing because it is a common way in which things disappear from accounts. As much as we would like to trust our friends or family members to do the right thing, sometimes we learn about one family member spending the account’s wealth without telling the person with whom he shares the account. I understand that this does not apply to you.

I fully sympathize with your situation. And I truly appreciate that you have supported our game through its purchase and through the additional purchase of gems. All of which makes me extra sorry that you lost gold. However, as the team explained, they have not been able to see details related to the loss. We have a lot of logs, but not everything is visible. When you ask for reassurance that it will not happen again, I just want to say that what you experienced is extremely unusual and I believe it would be nearly impossible to have happen again.

Update: I am not deleting your comments, but a moderator has found them to be inflammatory and argumentative, and that is why the latest comment was deleted. At this point, having given the best answer I can give, I will close this thread.

ozzy.5489:

1-why do you delete players posts here??
2-Incident: 130512-002261 this is enough to prove my ticket ha??

(1) Posts that contribute nothing, that take a thread off topic, or that say just “Yeah” are considered valueless and are deleted. Posts that make untrue allegations, such as “They will close your account for no reason!” or “They will come to your house and eat your refrigerator!” are also deleted.

(2) I am looking at your account. I see access from Istanbul and from Kadikoy. Are you perhaps sharing the account with someone else?

(3) There are more than 3,000,000 accounts. Let’s be clear: There are not “hundreds” of such reports and of those who write, most are found to be compromised accounts. Sure there are occasional forum posts about these issues and usually we can see what happened, but as the agent explained in your case there are no details available to use to show a “trail” for the gold. So while I appreciate you are not happy that we won’t give you gold, there is nothing that points to a game issue and nothing that justifies our doing that.

I don’t know what ticket you’re quoting, but your most recent suspension (09 May) was for an offensive name, and the suspension would not have been lifted, particularly since you were shown special consideration last time, and your suspension was lifted then.

Either the agent sent you the wrong response or you have multiple tickets confused. But in any case, you’re back in the game so I believe this matter is moot.

Rajani Isa.6294:

yun.6701:

Inculpatus cedo.9234:

ArenaNet will never contact you about your account, unless you have contacted them first. Never click on links in emails, without first ascertaining where it is they actually lead. Please remove those links from your post, to prevent others from visiting potentially harmful sites. I hope you have changed your passwords and email address associated with your game account to keep your account safe from being compromised again. Best of luck to you in the future. =)

Sorry I did not see the message when I wrote the earlier message. I already changed the password ,but not email. I will take note about the “ArenaNet will never contact you about your account, unless you have contacted them first.” as a life lesson. Thx both of you for answering my problem.

The only exception I can think of will be emails along the lines of “We’ve detected your account doing X, we’ve suspended/banned your account. Please submit a ticket at support.guildwars2.com to appeal”

The email you see as the origin can be spoofed, so no need to block the noreply@guildwars2.com address, just only go to their site (or your banks, etc) by typing in the website URL.

We do not send emails when we suspend or terminate an account, so an email of that type would not be legitimate.

We have decidedly not had multiple reports about this sort of issue. Claims of “disappearing gold” come and go, but we’ve not been able to establish that somehow, for some mysterious reason, someone’s wealth suddenly went “poof!”

You do not provide your ticket number, so I cannot look into this matter more deeply, but I don’t have confidence that you were told to take this complaint to the forums. If it was a legitimate complaint, and one we could help with, we would do so!

With regret, I am not able to offer any additional help with this ticket. The team responded accurately: We are not able to offer item roll-backs or replacements and we do not offer account restorations — which involve the full account — to replace a lost item or items.

When there are server-side issues — such as you suggested — we are aware of it through server logs and we also gain confirmation through multiple reports. When such issues occur, they never involve a single player, but a number of players. We have no logs or other reports; your report was the only one we received, and obviously was connected to your individual account and activities on it, such as vendoring, destroying, or salvaging items — any of which can happen accidentally.

Since your account shows no record of compromise, it is ineligible for restoration.

So while I understand you’d prefer a different than the one you received, what you were told, and the outcome of your request, were accurate. With respect, there is no error for which we need to take responsibility.

Jacki.7052:

Both myself and my brother-in-law have had this problem. The fix we found was simple but odd. First, choose a different amount of gems than the one you actually want. For example, say you want to buy 800 gems, then first put in the order for 1600. As before, the “Confirm” button will be greyed out and you won’t be able to use it. Go “Back” and change the amount of gems to what you wanted in the first place. This time the “Confirm” button will be available. I know it sounds strange but I know of more than 3 separate instances where this worked.

Thank you for providing this helpful advice, Jacki. It is odd that it would work, and even more odd that it would be necessary. I am going to alert the BLTC Team about this, in case this is something they could review.

We take harassment and offensive behavior seriously, and we will take action on those who engage in that sort of thing. Aside from that, it’s neither realistic nor fair to give someone a free world transfer for issues that are at least partially of his own making.

I think the answers that other players have given in this thread have merit, and you need to separate from the problematic family member and go about your business, so that you don’t continue to get further embroiled in unpleasantness.

Update: 14 May 2014

130423-000225 Resolved
130422-001593 Resolved
130425-000409 Resolved
130428-002247  Resolved
130428-001597 Resolved
130503-000810 Resolved
130422-002287 Resolved — this was responded to in <24 hours. Please review your Support Account for the response, or check your Spam or Junk Mail folders.
130429-000143 Resolved in <3 hours. Please use this thread only for issues 3+ days old.
130428-001608 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130429-001218 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130501-001624  Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130420-002476 I updated your ticket today. Again, never encourage players to submit false reports; you put your account, and theirs, in jeopardy of suspension for doing so.
130502-001992 Responded in individual forum thread.
130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner
130419-001954 You need to answer questions sent to you 5/07 to verify you are the account owner
130427-000805 Final response given 5/02. The account will not be reinstated.
130421-002737 Final response given 5/03. The account will not be reinstated.

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: 14 May 2014

130423-000225 Resolved
130422-001593 Resolved
130425-000409 Resolved
130428-002247  Resolved
130428-001597 Resolved
130503-000810 Resolved
130422-002287 Resolved — this was responded to in <24 hours. Please review your Support Account for the response, or check your Spam or Junk Mail folders.
130429-000143 Resolved in <3 hours. Please use this thread only for issues 3+ days old.
130428-001608 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130429-001218 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130501-001624  Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130420-002476 I updated your ticket today. Again, never encourage players to submit false reports; you put your account, and theirs, in jeopardy of suspension for doing so.
130502-001992 Responded in individual forum thread.
130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner
130419-001954 You need to answer questions sent to you 5/07 to verify you are the account owner
130427-000805 Final response given 5/02. The account will not be reinstated.
130421-002737 Final response given 5/03. The account will not be reinstated.

I think the problem is that the account your friend gave you was essentially used. It doesn’t matter that it had no characters (characters can be deleted), or that it was sent to you the day it was created. The fact is, the owner is the person who purchases and registers the account, and that was not you. You have been given a final answer on this and I ask that you please do NOT submit additional tickets

Here is the key point: The account didn’t get into the “ownership dispute” category randomly. The team did not close the account without reason. More than one person claimed that he/she owned the account, and because we cannot verify who is the real owner, the account — by policy — was closed.

I believe that is what you’re dealing with, and that is why the Guild Wars account will remain closed.

We do not provide serial codes because doing so poses a security risk. Support can and will help you but they’re not ignoring the request, they’re acting prudently on it.

You want to make a purchase. We want you to make a purchase. And I’m sorry you’re having this inconvenience!

I suggest you 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, please read this post and provide as much as possible to expedite the ticket.

Bad language. Really bad language. It’s this simple — you need to be more respectful of other players, which I am sure you will be in the future.

I believe I answered this today in a support ticket. Thanks for your patience while I was away.

AVALON.1642:

Gaile Gray.6028:

I’m very sorry, but we are not able to retrieve mis-sent items.

i don’t want item from you . i just want to upgrade trial account for take my item in mail back ! is possible ?

Oh, I’m sorry — I misunderstood. You should be able to add a new serial code to the trial account to make it a full retail account. For help, contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you if you aren’t sure how to activate the account.

Inculpatus cedo.9234:

Gaile!!!! Welcome back! =)

Thanks.

I would be concerned if you got an authentication email when you were not actively trying to access your account. I really encourage you to 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, please read this post and provide as much as possible to expedite the ticket.

We cannot go into a guild bank and move an item into another guild bank. I’m sorry that this happened, but this is not something that we can address for you.

A lot of times, people resell, give away, pass along, or trade their accounts. This creates issues with establishing who is the owner, and of course it’s a breach of the User Agreement as well. We are very, very interested in getting the real account owner back on his or her account. It’s very rare for this to happen, but it does happen, and sometimes for reasons that are not clear to the people involved.

From reading a bunch of tickets about the account, it was created in one country, played from another very far away, and you’re writing from a third. The names associated with the account don’t match, and there are other things that just don’t look right about this, which might be explained by the fact that you were given a used account (which is disallowed by the User Agreement.) When that account went into disputed ownership it was closed in 2007. Linking GW to GW2 was not at all related to the account being closed. It was closed six years ago.

We have unlinked the GW account from your GW2 account. If you purchase a new GW account you can acquire HoM rewards that will be available in GW2. (But I caution you to purchase only a new account, not used, given, traded, or resold.)

Thank you for providing this helpful info, Eivene!

I’m very sorry, but we are not able to retrieve mis-sent items.

What is your ticket number?

You were not banned. You were suspended. You did something wrong, it was reported or observed, and you were given a time out.

Solution: Don’t do that sort of thing again.

Thank you for letting me know. I’m sure this will be resolved soon.

Segundus.2984:

I recently spent between $300 and $400 dollars on gems so I could level one of each profession to 80 and exotic gear them. And I was REALLY enjoying the game. Then today’s update went through and destroyed my UI on my triple monitor Eyefinity setup. Based on one of the dev’s responses, it doesn’t seem like they are going to do anything to fix it either.

So my question is, since you don’t seem to care about your repeat paying customers, how can I get all my money back? Or did ANet just trick me out of a bunch of money and then laugh in my face when I told them they broke something? There is about 50 posts of people affected on the Tech Support forums too.

But for those players with single monitors or Nvidia Surround setups, you won’t be experiencing this problem. It only seems to be happening to AMD Eyefinity users. It worked fine (for the most part) then the Dev’s broke it in this latest update and claim its working the way it’s supposed to. Which translates to, “Oh well, you’re a small minority so we don’t care if you’re upset so we’re not fixing it.”

Pretty much what they did was take all the UI elements (Chat window, Ability Bars, Mini-Map, etc) and squish them all together in the center of the screen so you can’t see what the heck is even going on. Anyway, I digress. I just purchased all these gems within the past couple weeks. So how can I get all my wasted money back since they don’t care if I am unable to play the game now?

Thanks.

I cannot locate the dev’s response, but I’ll see if I can find it. I want to say that I’m not sure why you’re posting in Account Issues when (1) no one here can actually help you (and yet Support can), and (2) you have a technical issue and should post your questions/concerns in the Tech Support forum.

Vayne.8563:

LoneWolfie.1852:

Vayne.8563:

I like how people assume Anet doesn’t care, or won’t do anything. If it’s a problem that just appeared, Anet probably doesn’t know what to do about it yet. Anet does fix bugs and has fixed bugs for many people.

But bugs because the game crashes on “your” machine, or other problems that come with a new patch are new bugs and Anet has to analyze and check into them before they actually can do anything about it.

It’s not like Anet introduced a bug intentionally, so they don’t know where it is or what caused it. You can bet they’ll be working on it, but yeah…sometime bugs take time to track down.

Anyone who’s ever worked in software development will back me up. A hundred coders working on a program make it hard to tell who did what and when.

Sure it sucks, I get that. But saying that they won’t do anything because they haven’t done something less than a day after a bug was reported is just not realistic.

Anet hasn’t spoken a word since the launch, that’s like 8 months and counting. Assuming is hardly a fair word to describe our (the people who crash on win 32 bits) discontent. In the end our fix is buying windows 64 bits? Hah. Good for them if they manage to fix it, but I’m not holding my breath.

There’s only one problem with your response to me. Anet has helped a whole lot of people who crash in that time. We’ve seen posts of it before. Two people like that are in my guild. They had crashes and Anet fixed them. What they didn’t fix was YOUR crash.

Are you working with customer service directly?

Yes, that IS the question. And contacting Support IS the way we can best help address this issue and, if possible and appropriate, fix the problem. (By “appropriate” I mean we can’t offer to give a system problem on your side, naturally. And the use of three monitors seems an edge case, but hey, that’s just me and TS can tell you much more.)