Guild Wars 2

We cannot assist you through the forums. There is too much verification needed to ensure that the person contacting us is truly the account holder. Many people attempt to steal accounts, so we must be careful and cautious.

You need to continue to discuss with Support via your ticket.

All of this is of no value without a ticket number. I understand that you are upset, but we need the 12-digit Incident of Ticket Number to help.

More importantly, the forum is not a “submit ticket and post immediately” venue. Please allow the team time to help you! 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.

You have submitted a ticket to ask about this, and that’s good. There’s really no point in posting at this time; the team will answer you as quickly as possible.

The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.

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

The “Ask a Question” situation is now corrected. We’re sorry for the inconvenience, and if you need to reach us, please feel free to use the system now. Naturally, if you have another instance of this, we’d like to know it.

Thank you.

Once you are registered, you can play from anywhere. If you have authentication, you’ll be asked to verify, but otherwise, you’re good to go!

I have reported this to get it corrected. Thanks for the report.

Hey there. Sorry you[‘re having problems and we do want to fix this. Can you tell me what category you’re choosing in the “In need help with…” field? Looks to me like we’re requiring info that we’re not allowing you to enter, which obviously is a bug.

We’ll get on this once I get that extra bit of info from you.

Thanks for the report.

The ticket is 10 days old and after some in-depth review (and lots of good info from you) the team has come to the conclusion, as they explained, that there is a problem with your account, and the CS folks are looking into this for you. The latest update was four days ago, and I have asked the team to provide you an update (or to give me one so I can relay it to you here).

Sorry for the delay — this is really an odd situation and we appreciate your patience!

TriFiredom.1386:

I was suspended last night for an inappropriate name? My in game name is Agondon. How is this inappropriate? I even did a google search to check whether it might be inappropriate even though it was created originally and isn’t derived from anything that might break the name rules. I want to know who decided that I should be suspended and did not properly review the complaint someone filed against me.

Records show that you were accidentally blocked but reinstated. If that is not the case, please let me know and I’ll look further.

The language you used — an more than once — was rude, crude, and socially unacceptable. The suspension was appropriate.

When reporting a potential scam, please take care to not include links to potentially harmful sites. I’ve redacted the links, although I believe they lead only to images and not the actual phishing sites.

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.

Either of these methods will work. If you submit a report, we appreciate that you take care to use great care in the spelling of the reported player.

Let’s just say there’s no mystery about why this name was blocked and leave it at that.

Language was really bad. The suspension was utterly deserved. End of story.

You can ask about this if 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.

Dezen.6598:

I’ve been getting alot of these mails, just this week. What I’m most curious about is how they get the “noreply@guildwars2.com” adress as sender. Or am I missing something?

There are ways to fake just about anyone’s email address as the alleged “sender” or “from” bar. The important thing to do is look at the email’s properties and not the face-value “sender name.” The sender might say “ArenaNet” but the properties might expose that fake email as coming from BadAccountTheftRing.

Can’t be too careful!

Inculpatus cedo.9234:

@DJ

You might want to edit that picture so that it doesn’t show your email address for all to see.

Thank you for pointing that out. I’ve flagged it for removal.

One more time:

Suspension: temporary time-out
Termination/ban: Permanent closure of the account

I just need to say that because it can get confusing when someone sees “permanent suspension.”

To the OP — please have your friend discuss this in detail with Support. I don’t have enough information to assess this situation. CS will have all the details that allow them to answer in full.

What a negative thread with more than one inaccuracy. Let me help.

Aarean — you didn’t wait a week for help. You didn’t even wait a single day. You appealed, were reviewed, and were back in the game in a matter of hours.

Pyrok — as others have told you, there is ample warning about the item, and we’re sorry that we cannot reverse the error that you made, but that is the case right now. I don’t know what makes you cite your examples, but we do not do account restorations (roll-backs) because someone deleted a character, or bought the wrong item, or wants a fluffier hair-do. We restore accounts because they were compromised. Period. So while it’s unfortunate that you made an error, please don’t use faulty examples to try to build a case.

Gaile Gray.6028:

Uplink.5301:

Gaile Gray.6028:

• If someone is banned (account terminated) or even suspended, they can appeal and the team will review the situation yet again.

Mike O’Brien.4613:

We review appeals thoroughly. Anyone who believes he or she was unfairly banned only has to write to us to get a clear answer.
~ MO

Im not buying this my gfs account was banned and or broken some how and the only response we get is:

http://i.imgur.com/bsb83Po.png

and this is unacceptable IMO wont tell us why or what is going on and when we TRY they just auto close tickets.
Ticket: 130417-000161

I’m looking into this now.

Update: There’s some question about the ownership of the account, and that is why the answer that was provided was chosen. However, that concern can be easily addressed if she follows the instructions in the update that my team member is sending over in the next few minutes.

I believe what we ran into here was an agent being extra cautious about the account ownership. The agent believed that we might have been hearing from a would-be thief who was trying to steal the account, rather than the account owner herself. Given the nature of would-be account thieves, this is something we deal with daily, and something we are (naturally) conservative about handling, to make sure we are giving the account access rights back to the proper person. Upon another review by one of my team members, the account was reinstated and account access information sent over.

We apologize for this error and hope that knowing the reasoning behind it — careful protection of legitimate account owners — will somewhat mitigate the inconvenience of being out of the game for a short while. Thanks for understanding!

Offski.4897:

As you know wvw can get very expensive. Every friday we take contributions from guild members to cover the weeks seige and upgrades. The last 3 weeks we have then had those people banned. Yes we could put gold directly into guild bank but sometimes the guild bank is glitched and people cannot use it.

The system for banning people in the game is ridiculous and needs to be dealt with. To take 3 days to clear a banned person who has not broken any rules is inexcusable service.

May as well add the message suppression system is also a joke.

I would need to have some data to review this. Ticket numbers would help. If I know more, I can investigate, but right now this isn’t really a thread that is going to help make positive changes, it’s just more of a rant.

If you want this looked into, provide ticket numbers, please.

I agree that you should 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 am so glad you asked! We have a brand new Knowledge Base article that should help you, called Upgrading Your Free Trial.

Enjoy!

Jilyari.7241:

When I originally set up the game way back – I picked an old charatcer name from another MMO that I never really liked thinking it would be more of a security thing and not realising that this would be your in-game Display name.

Consequently I hate it as it’s like a girls name which I am not and only serves to confuse people I play with. I realise support has lots and indeed better things to do no doubt, but I am willing to pay crisp pound notes to get this changed to something I actually desire.

Name your price admin/support!!

Hey there. I’m sorry that you don’t care for your display name, and I can understand that you would like to change it. Unfortunately, we don’t have an option to change display names right now, even in exchange for those delicious crispy pound notes you so kindly offer.

It’s possible that we may offer a display name change option in the future, but I am not sure that this feature is on the to-do list, and I cannot give any sort of timeframe for its possible implementation. (If it did come — and again I’m not sure it ever will — it’s not coming soon, that’s for sure.)

I do want to mention that for the most part, all that someone sees in the game is your character name, and your display name here on the forums shouldn’t trouble you too much.

Thanks for understanding.

mallas.9836:

I was the one banned. Pretty sure it was someone that reported me then the person reviewing it didn’t review it at all. It would have taken them 10 seconds to see i was doing nothing wrong.

At least it was reinstated pretty quickly.

No one is blocked without a review. I’m glad this has sorted out just fine, but please be aware that this was not a case where you were reported, suspended, and then reviewed. The initial review lead to the block, but a second review resulted in reinstatement. Just want to be clear on this so players understand.

Even ArenaNet folks are getting these nasty, sneaky emails.

Be safe, people, and don’t fall for the “You get get free gems if you visit our site” nonsense, or the “We’re going to close your account if you don’t immediately provide us with your serial code” emails.

If in doubt, shoot the team a ticket before responding. But most importantly, read up on the subject so you can protect yourself.

Uplink.5301:

Gaile Gray.6028:

• If someone is banned (account terminated) or even suspended, they can appeal and the team will review the situation yet again.

Mike O’Brien.4613:

We review appeals thoroughly. Anyone who believes he or she was unfairly banned only has to write to us to get a clear answer.
~ MO

Im not buying this my gfs account was banned and or broken some how and the only response we get is:

http://i.imgur.com/bsb83Po.png

and this is unacceptable IMO wont tell us why or what is going on and when we TRY they just auto close tickets.
Ticket: 130417-000161

I’m looking into this now.

Update: There’s some question about the ownership of the account, and that is why the answer that was provided was chosen. However, that concern can be easily addressed if she follows the instructions in the update that my team member is sending over in the next few minutes.

More information about recent phishing efforts in this thread above.

Players report that they receive emails that pretend to come from us with various claims. These are phishing attempts, and we want you to know a few things about them.

We will not send emails 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.

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.)

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 information 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 can be found in this post by Mike O’Brien: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

xEternia.9564:

Btw, is the support 24/7 or otherwise? Just curious..

Yes. Appeals can take a bit longer than other issues, because there’s a pretty intense level of research involved. But we have team members active 24/7/365.

Those of you whose account was terminated should first verify that the account was not reinstated. If that is the case, and if you wish to appeal, you should submit a ticket. There’s really no point in posting about this in the forums; the team will answer you as quickly as possible. If you find you still need help after three days—and I must emphasize that it’s highly unlikely that you will wait that long!—feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Sammet.6542:

Just speaking to my guildie about this right now and we’re both feeling very uncomfortable with this situation. Not knowing what’s going on and why people were banned in the first place just leaves the rest of us in the dark leading to the point where you don’t know what you can and can’t do. For now, we’re thinking to just stick with dailies and dungeon runs.

Would farming a very profitable place be considered an exploit? Or grinding the same area for hours just because you CAN be considered “botting”? I am personally putting down a lot of time grinding for my first legendary, so how am I now supposed to feel safe about doing just what the game offers me?

I understand that you and other player are expressing concerns about this. I want to put your mind at ease.

• We don’t ban without review.
• We’re gamers too, and some of us are really into farming. Farming a rich area doesn’t make you a botter or an exploiter. Now, naturally, Botters and exploiters can farm a rich area right alongside the legitimate player, but we do understand the distinction.
• If someone is banned (account terminated) or even suspended, they can appeal and the team will review the situation yet again.
• If we make an error, we are not afraid to say it, and we do not hesitate to reinstate an account that is suspended or terminated in error.

Nyspar.6103:

Automated banning system? Check out this Automated Support system

I put in a ticket as soon as I noticed I got banned. About 20 minutes later I was unbanned, probably when Gaile first posted in this thread.

I totally forgot about closing my ticket

I check today and there’s a automated-response from NCSOFT asking me to verify my purchase with proof blah blah before they can assist further, all the while I am not even banned anymore.

I would love that ticket number. Obviously, we could use it to train folks to answer better.

Your friend has 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 him as quickly as possible.

The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.

If he still needs 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.

To be clear: This is a new phishing attempt. Do NOT follow the link.

Omg Casey.5973:

I’ve tried many many times to buy gems for the awesome new stuff that’s coming out lately, but i keep getting the failed message. I’ve tried with both my personal card as well as a pre-paid debit card i had recently gotten as a gift and both have the same outcome. Please help, i did also submit a ticket in game.

Sorry you’re having this problem. I notice you mention submitting a ticket in the game, but that’s really not the place to report this. I think to get the help you need you should contact Support and the team will help you. You can submit a ticket via the “Ask a Question” tab on that page.

Rose, have you submitted a ticket? If not, I encourage you to do so.

Nebilim.5127:

Hum, gaile he bought from the tp, the item isn’t going to drop on his mail.

Oh man, now that is embarrassing. You’re absolutely right. I’m so used to “I bought an item in the gem store and…” that I didn’t notice the critical letters “T” and “P.”

I will try to look at the ticket tomorrow; I hope to learn more.

PhizMeister.8562:

I made a ticket few hours ago, it shouldn’t be that hard to resolve, but i wonder how much it takes for someone to answer. Should i still expect it for today?…

Most issues are resolved in under 24 hours. I don’t know your exact issue, and some take a bit longer to settle, but I’m sure you’ll be helped soon, if you have not already been assisted.

AdelaisAer.4109:

Gaile Gray.6028:

The simple answer to this sort of thing: Do not click a link that you believe may pose a security risk. In this example, simply access your account through the account page, which is https://account.guildwars2.com/account. Log in, and secure your account.

Alternately, type the URL into your browser instead of clicking a risky link. Where clicking a link can take you someplace other than where you intended, if you type the URL, you control where you’re heading, right?

Exactly. I haven’t clicked it yet, because it’s probably just a terrible phishing email, but I am not worried about my account security, either. I have a strong password and I am using the authenticator, though I could change my password just in case.

Sounds as if you taken good steps with your personal security, which is great. I always think a password change can’t hurt, and might help.

Nate Anabe.6091:

nchandler.3697:

fragnstein.3486:

nchandler.3697:

My account was preordered and never touched because my computer couldn’t run it. I finally get a new computer, find out my account’s been hacked, spend three days with customer service to retrieve it, try to log in to find that the account was suspended due to suspicious activity, spent another two days with customer service to get it unsuspended, and now this. I seriously haven’t even gotten to play yet. Yes, my account was hacked, so it’s possible that the gold spammer who hacked the account used an exploit. HOWEVER, I’ve consulted support about the hack, and I should NOT be held responsible for YOUR COMPANY’s security flaws.

I would greatly appreciate if you would review my ticket. I do not want to spend three more days waiting to use the product I payed for ages ago.

#130418-000521

If Anet had security flaws, dont you think there would be alot more that got hacked and not just you. Sounds like you went to a bad web site, thats your security flaws.

My security flaws? I don’t think so.

http://www.nbcnews.com/technology/ingame/thousands-guild-wars-2-accounts-hacked-985019

Try again.

That was posted 222 days ago when the game was new and people were using the same credentials that they used everywhere. same emailmand game account pswds

Correct. Thank you for pointing that out. Further, the issue dealt with today was related to exploitation, not security.

nchandler.3697:

My account was preordered and never touched because my computer couldn’t run it. I finally get a new computer, find out my account’s been hacked, spend three days with customer service to retrieve it, try to log in to find that the account was suspended due to suspicious activity, spent another two days with customer service to get it unsuspended, and now this. I seriously haven’t even gotten to play yet. Yes, my account was hacked, so it’s possible that the gold spammer who hacked the account used an exploit. HOWEVER, I’ve consulted support about the hack, and I should NOT be held responsible for YOUR COMPANY’s security flaws.

I would greatly appreciate if you would review my ticket. I do not want to spend three more days waiting to use the product I payed for ages ago.

#130418-000521

Wow, that’s a lot of stuff going on! You can be sure that the team will give your ticket careful attention. If someone misused your account, that will be clear in the game logs, so hold tight and this’ll get sorted soon. (And I hope your luck is considerably better in the future!)

We closed a serious but not-widespread exploit, and banned those accounts that performed it and those that received or stored the wealth they generated.

While performing the bans, we made a mistake and additionally banned some unrelated accounts. We identified the mistake and unbanned those accounts.

For those still banned, if you wish to appeal, you may submit a support ticket and the team will examine your case.

The simple answer to this sort of thing: Do not click a link that you believe may pose a security risk. In this example, simply access your account through the account page, which is https://account.guildwars2.com/account. Log in, and secure your account.

Alternately, type the URL into your browser instead of clicking a risky link. Where clicking a link can take you someplace other than where you intended, if you type the URL, you control where you’re heading, right?

I have merged two threads that I believe are about the same issue. I really encourage you folks to contact Support so that our Support Team can help you and answer your questions.

Lekri.1546:

Holy Molly, it worked now for some reason. Did not do anything and it just came up on the window… weird.
Can be closed, thanks for the help.

I am glad this worked out just fine.

Lekri.1546:

Off got same problem again, rebooted PC changes screen resolution and gfx… what does this in game browser need ? am i the only one having this problem ?
it seems to appear right after i make a transaction, not sure if this gets it some how stuck or it is just coincidence

This sounds as if you need to contact Technical Support team. Please feel free to submit a ticket or post in the Tech Support forum. I feel sure you’ll get the help you need.

Usually when this happens someone has typo’d the intended password, but that’s not always the case. I suggest you 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.

Hey there. I’m sorry you’re having this issue. You certainly may submit a ticket, but from what we’ve seen, the item may still show up. If you submit a ticket and 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.

I do not think you can do that, but I could be mistaken. 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.

There is a rule against creative spelling and leetspeech. And it’s a thinly-veiled allusion to pornography. Stay away… stay far away. Thanks for checking first.