Guild Wars 2

Drew.1865:

Just do a charge back :-)

That is absolutely the worst possible option. If someone does a charge back, we have no option but to permanently terminate the account. This means that people who did a charge-back in a knee-jerk reaction to a game change, and then later wanted to come back, lost everything.

We help with refunds, and our policies are not harsh. But please never suggest that a charge back is the reputable or respectful way to deal with any company as a first option. Final option for some companies? Perhaps. For us, it’s not necessary and it’s entirely self-defeating.

Please ask your friend to contact Support and the team will help him. He can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in a ticket to expedite its response, please ask your friend to read The “How to Submit a Ticket” post.

Thank YOU for your kind note. We’re all happy we could help you!

Zero.8712:

Okay when i go to look at the website i get this image. (attached)

i tired on all web browsers and it is still like this

If you continue to have this issue, please post in the forum that handles website bugs and issues. Thanks!

Guys, I believe these should be in the Black Lion Trading Company forum, so that folks working with the Gem Store can help you. Feel free to post there, but more importantly, you should know that we cannot help you through a forum post. We can help if you submit a ticket, so please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

AnonEMouse.7932:

Thepenhappy.7139:

Should I just wait another day to send in another ticket? Or is there another way to contact them?

Keep all your dealings with support on the ONE ticket. Don’t open multiple tickets to deal with the same incident. I had my password reset twice before it was all sorted. But it did get sorted in the end.

This is exactly correct. One ticket, and update if you need additional help. I imagine you already have been assisted, but if not, it’ll happen very soon, I’m sure. See the sticky post if you’d like info about Account Restorations.

The name falls outside those allowed by the Naming Policy. It doesn’t matter how long it has been used, it’s really just not something that will be allowed in the game. If this is your first offense, you’ll be given the opportunity to rename without penalty or cost, so please take advantage of that opportunity.

13 characters and the requirement of even a single number can be extremely strong. If your email is hacked, though, you’re at risk. If your password is easily guessed, or more importantly (and what I suspect) used elsewhere, you are vulnerable.

While I appreciate your frustration, and I am sorry for what happened, I think it’s safe to say that we would see hundreds or thousands of these posts, instead of the one-off incidents such as yours. Look around you and you’ll note perhaps 5 posts a day where someone is compromised. If there was a breach, there would be 5 posts a second. So I feel confident that this is not any sort of “security weakness.” The team will continue to discuss with you, but again, the evidence points towards this being 100% a personal issue and not a systemic issue.

You accepted the User Agreement and are bound by the Naming Policy. The name IS offensive and I have no doubt you knew that when your chose it. Your suspension was warranted and will remain in place.

Lafiel.9372:

Cymric.7368:

I encounter 2 incident that prompt me to contact Gw2’s support recently.

First, when purchasing a super sword skin, I accidentally brought a super greatsword skin. Contact support about switching the skin, but nope, support deny the request. Fine, atleast the skin is account bound and I might use it for one of my alts.

Today I went to purchase a Twilight Arbor medium gloves for my ranger. Because my party is waiting for me in SAB, I am in a rush and brought the light armor gloves instead of medium armor gloves. Contacted support again and again after several hours, support reply that while they like to be able to refund, they cannot do so at this point. So, I am left holding on with light armor gloves that are absolutely useless to me.

Why the heck would you let a medium armor class buy a light armor that is soul bound?

Years ago in another game, LOTRO, I encountered a similar problem. During a festival event I grind enough tokens and silvers to purchase a festival mount. Unfortunately, I purchased a pony, which is only usable by hobbit race, while my character is a human. I was annoyed and contact their support. within 15 mins, a friendly GM contact me and swap the token for me.

Now, thats what I call good support. I was unhappy that their programmer did not do a racial check when purchasing tokens, but the quick fix by their support make the bad experience into a positive one.

After six months of subscription to LOTRO, I was happy enough with my in game experiance that I eventually purchased lifetime membership for 2 accounts. Compare this to Gw2 where aside from launch, I only brought gems with cash once, as a response to culling being fixed in WvW.

Gw2 does not have a subscription, whether I spend cash in it depends heavily on whether I am satisfied with the game or not. The level of support I am receiving however, isn’t making me happy at all.

There are command prompts to prevent these situations…. don’t blame support for not fixing your mess because you couldn’t take another 2 seconds to check what you’re buying…

Honestly, I think this sums it up well. I’m sorry that you’re making errors, but there are game mechanics to prevent the things you’re doing, and if you accidentally ignore those, or choose to operate differently, I really believe it’s not appropriate to ask for (multiple) “do-overs.”

I am sorry that you’ve made the errors, but when the designers take the time and effort to set in-game prevention systems for such mistakes, I think at some point we, as players, need to accept a certain amount of responsibility for our own carelessness.

I agree that sending a simple email — with as much detail as possible — would be a great idea.

It’s highly unusual for someone to get flagged in this manner. I think you’re just fine because you won’t match the 20+ other parameters that make someone appear to be a bot.

If you have an issue, just contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

You really need to contact Support and the team will try to help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

You paid gems and didn’t get instantly transferred? Can you provide more details, and your ticket number, please?

You shouldn’t normally even need the code. But if you do, the team can work with other info that proves you’re the account owner, so I wouldn’t be too stressed about this. I don’t believe that we can provide the code through a ticket, because that could lead to fraudulent claims of account ownership, but of course you are welcome to discuss with Support.

The most important thing for you to know, to set your mind at ease, is that the agents don’t take action based solely on reports. If someone is submitting false reports, it’s far more likely that s/he will be actioned than that you will. If you find yourself with an undeserved suspension, contact Support and they will help sort it out.

Basically: No one can “grief” someone else through support, and trying to do so will put their account in jeopardy, and not their intended victim.

Inc is right. Please let Support assist you through the system. Thanks.

Please do not PM me about issues. I am currently on vacation in Europe, but before I left I was told this WAS a two-day restoration, not at all the two months cited. Please UPDATE your ticket to ask about this, and ask that they pull game logs to review the restoration point offered. If we can establish that you were compromised, we should be able to help you.

SithCatt.5183:

Is there anyway to give a person my account without having to give them my email password? this person cant log in due to not being authenciated. I AM NOT giving this guy my email password. There anyway pass this?

What you are suggesting, as players have pointed out, is strictly against the User Agreement that each player accepts before playing GW2. Please do not attempt to do this, as “pass along,” traded, shared, and sold accounts are a huge drain of resources, and since they involve a breach of the UA, the costs in time and management of these situations is entirely inappropriate. Also, these accounts are responsible for an inordinate number of “account ownership dispute” issues, so there’s another reason to not do this.

Thank you for understanding.

gassy.8975:

XxTAFxX.6741:

I would like to know how these scammers got our e-mails in the first place?

I have my own domain name that I use for email. This makes it easy to use a different email address whenever I register at a web site. Most of the spam and scam emails I get are addressed to one of the following:

- admin/email/owner/some-other-generic-word @ <mydomain> — I don’t actually use these email addresses but get spam there anyway.

- email addresses I used at sites currently in existence. I don’t want to name them as I don’t want to suggest they had security breaches or sold my email addresses. Sometimes I’ll start getting spam from a site after it is transferred to another owner.

- email addresses I used for sites that are no longer in existence, such as those stupid “freebies” sites from years ago during the dot-com boom.

I get a ton of spam and I’ve had a lot of email addresses over the years, at least several hundred. I’ve never received spam/scam emails at the email addresses I’ve use for GW1 or GW2.

Thank you, gassy! I think that will set a lot of people’s mind’s at ease.

Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

I suggest that he contact Support and the team will help him. This activity sounds as if he may have been hacked. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information he should provide in your ticket, to expedite its response, please ask him to read The “How to Submit a Ticket” post.

I’m sorry that we cannot offer you a free transfer, but as other plays have suggested, there are other means to address this situation.

Update: An agent just checked and it appears you can be restored to within 2 days of the hacking. Update your ticket if you need to, so that an agent can assist you.

And please give me the ticket number so I can troubleshoot any communication issue.

I imagine you wrote support and got help, but if not, the agents will assist!

(Much better than life on the sofa. )

I really encourage your friend to 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, please read this post and provide as much as possible to expedite the ticket.

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

The ticket is from today.

Your friend 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.

Please allow the team time to respond.

We’ve been supporting Guild Wars for 8 years now. And many of our devs were involved in games for years and years before that. We’ve found that warnings are ineffective. That taking the time to send emails earns us arguments back and continued discussion for a subject that needs no discussion.

The 3-day suspension IS your warning. There is no lasting effect on your account, but this system has proved to be very effective, and our game world is regarded as a far more pleasant place to be than most game worlds, in part because we don’t fiddle-faddle around with offensive names and chat.

Rules of Conduct: Rules of Conduct

Naming Policy: Naming Policy

Guild Wars 2 User Agreement: https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/

Guild Wars 2 Content Terms of Use: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/

All explained in clear language in the [Conduct Breaches and Outcomes document](https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/)

I’m sorry you’re uphappy, but I stand behind our policies because — quite provably — they work.

I am glad this is sorted out, although sorry it took a second ticket.

I think you should give these details in your support ticket, so the team can look into this. I suspect you were hacked in more ways than just the game, but it would be good to know so please talk to the agent who handled your ticket. Thanks.

harbinger.2698:

So a couple days ago my account was hacked. Some thief stole around ~200 gold worth of stuff from my toons and pretty much had me questioning why continue to play this game if it’s that easy for someone to steal my account and my time.

Still, I thought that Arena Net would be able to restore my account and while I might lose a day or two of progress….perhaps even a week if I was unlucky…. that things would still work out.

Turns out that Arena Net has failed us all, however. The best they are current able to support, at least in my case, was a back up that would cause me to lose more than 2 MONTHS of progress, gold, items, etc which is almost as bad – and in some ways worse – than what the thief did.

Competing products like WoW can roll you back to within a last login/logout and the best that Arena Net can offer is to lose literally moths of progress? Am I crazy or does that seem completely unacceptable?

Could I get that ticket number? It would be extremely unusual for us to say, in response to a days’ old hack, that we need to pull a restoration from two months ago. I mean, I’ve never heard of such a thing! Ticket number, please.

gassy.8975:

Every time (except for this one) I’ve read about someone getting a rollback due to account compromise, the player always seemed happy with the time at which the account was rolled back. I’ve seen days mentioned as the time frame but never months.

Exactly! Thank you — that IS the norm. A few days is common. Sometimes even a day. But not months unless something really odd has happened with an individual account!

It does sounds as if someone typo’d the intended recipient’s name. It would be kind to at least whisper and see if this is a legitimate player (RMT seldom respond) to whom you can return the gold.

Thanks for asking, and for wanting to do the right thing!

Glad to know this all sorted out. Whenever you have log-in issues, please review the announcements and check for in-game messages because at times, a maintenance period will impact the game and we try our best to let players know about those.

I agree, this sounds as if the account has been compromised. We can help! 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.

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.

Please do clear your mailbox and if you need help 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.

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.

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.

Update: 24 April 2013

130420-000121 Resolved
130414-000780 Resolved
130411-000066 Resolved
130417-000161 Resolved
130419-001728; 130422-000366 Will be resolved today. (But please be aware that you closed the ticket; we did not do it and it didn’t happen automatically.)
130417-000325 As the agent explained, this is under review by our Live Response Team
130417-000325 A full answer was given in the ticket on 4/17. I know you’re not happy with the response, but a detailed answer was given.

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. Provide your 12-digit incident number in every post.

Update: 24 April 2013

130420-000121 Resolved
130414-000780 Resolved
130411-000066 Resolved
130417-000161 Resolved
130419-001728; 130422-000366 Will be resolved today. (But please be aware that you closed the ticket; we did not do it and it didn’t happen automatically.)
130417-000325 As the agent explained, this is under review by our Live Response Team
130417-000325 A full answer was given in the ticket on 4/17. I know you’re not happy with the response, but a detailed answer was given.

You can ask support what you said and they will provide you with clips. But please, why bog down the system from people who really need help? How many people honestly do not know they swore, insulted, or engaged in the use of bad language? I suggest that for the most part, players should serve the brief time-out, take it as a warning, and moderate future chat.

shrug

Inculpatus cedo.9234:

You are allowed to upgrade your account. As the Collector’s Edition is just a DDE version with non-virtual goodies, I don’t see why not. But, to be sure, create a ticket and ask support. Then, you will be sure.

I agree. Best to get help from or ask Support in relation to key overlays.

I think the players have answered this for you. If you have continued questions, please update your existing ticket, but as the agent has explained, we cannot unbind a soul-bound item.

harbinger.2698:

Dear Arena Net,

I attempted to log into my account yesterday and it wasn’t letting me in. I registered a support ticket once I found there was no real time support. I wasn’t overly happy that there was no phone or even live/chat support that allowed me to either talk with a service rep,. however, I thought I’d give your system a shot and see how your reps responded. Within a couple hours I had a link sent to me that allowed me to reset my password and get back my account so all things considered I was mostly pleased despite no real time support exists.

However, once I logged into my account, I found that some thief had stolen everything I had (gold/mats/et al) from all my toons which represented hundreds of gold loss. I reported this to Arena Net in my ticket so they could roll my account back and allow me to get back to playing the game. So far, so good at that point. However, since I have reported that my account was hacked and stolen, I have not even received a reply(from a person), much less a resolution to the problem and we’re at 24 hours of not being able to use the product I paid for.

I began to wonder what the delay was in getting me back into the game and after doing some reading on the forums I found that this may take ANet days or for some weeks to correct while I essentially can’t play the game which I find wholly and completely unacceptable for a company of Arena Net’s size.

I write software for a living, like yourselves, and we have client service reps who can’t always respond in real time but get placed in a queue and get service as soon as possible. That being said, if we took days or weeks to respond client’s being essentially down we’d out of business in a week. There’s a line of what should be acceptable levels of service to your customers when they’re down and what’s not and I strongly feel like not resolving serious issues that basically prohibit me from playing for days or longer is well beyond that line.

So, I sincerely doubt that this will merit any sort of response from anyone, but I’m very frustrated at the experience and the apparent lack of ANet in getting me back into the game in any sort of reasonable time frame and needed to express these frustrations where hopefully someone will consider the position they’re putting their “current” customers in.

Account compromise issues are delicate. And as you have been informed, your account was compromised, and not through ArenaNet or NCSOFT. Someone apparently gained your credentials through an external source and accessed your account. They also used the account for gold sales, so there was an overlap of account actions, but the account is secured now.

This did not take, as you rather dramatically said, “days or weeks to respond.” The entire process took less than one- day. In that time, the compromise was identified, and then the account was locked, the appeal was reviewed, and access was reinstated to you. That is, to my mind’s eye and that of most players, an entirely “reasonable time frame.”

I cannot address issues via PM. But yes, your language was reported, verified as offensive, and I can confirm it required the suspension that you received.

XxTAFxX.6741:

I would like to know how these scammers got our e-mails in the first place?

Anyway i got a new one today different than the normal ones.
Gw 2 questionnaire.
The usual stuff click this link and log in and answer the questions bla bla bla.
I just hope ppl don’t fall for these stupid scams.

I do not know where they got your email address, except to say they did not get it from us. If you read Mike O’Brien’s article on account security I think you’ll get some insight into the matter.

The latest twist on this unfortunate situation is that people who receive the emails who do not have GW2 accounts (or any accounts with any NCSOFT games) think that we are sending them the spam. I’ve had a few emails to write today assuring people that they are being phished, and that the emails about “your account” are clearly going to just about every living person on the planet.

Also, there is a third phishing effort — somewhat different than the other two — so be watchful, as always!

If that does not work, you’re welcome 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.

If you were writing in on behalf of someone else, that’s why a new ticket was created. After expressing what was needed, we then needed to hear from the actual account owner.

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 “Ask a Question” issue has been resolved!

You language was truly horrible. I can’t see that it was some “hotheaded,” impulsive response to abuse — you were simply incredibly crude.

Serve the timeout and use greater care in the future.