Guild Wars 2

Bjond.3581:

My character experienced a rollback while in WvW last night. It was actually to my (very slight) advantage, so I didn’t bother to report it. I’ll list the details below in case the rollback issue is more widespread and perhaps impacting your case here; if there was a rollback for your character, too, it might explain why AN seems to be a little confused about what’s going on. A rollback would imply their own DB is missing information.

At roughly 03:15 PST, my thief was punted from the green BL while mapping “login server connection lost, etc etc”. Attempted to log back to that same BL were met with the same error. However, I could log into all other WvW zones as well as LA. I tried full exit and relog. Same result. All zones but green BL were fine. Rougly 15m later, I tried the green BL again and was able to enter.

Checking the map showed two POI and one skillpoint that I had obtained were now shown on the map as unvisited. I checked my character’s skill point total and it was fine; ie. the character had not lost a skill point. The character had all it’s skill-points (and I assume XP) and and only lost data on where it got that skill point.

I ran back, suspecting that when I got close, the map would adjust itself, but I was able to obtain the same skill point and the XP for both POIs a second time. I don’t know about items. If the character lost any, it was only v.minor junk.

Hope this helps out on resolving the problem.

While I appreciate your effort to help, I believe that issue was unrelated to the OP, and I’d like to focus on that situation. Thanks.

I’m sorry about that response. The agents do read the tickets, but it’s possible to make an error based on the subject line and assumption. If you can give me the 12-digit ticket number, we can use that less-than-sterling response as an opportunity for training.

Thanks.

Rakanishu.2980:

So this morning around 10am EST I bought a Shiver Sky dye for about 9g 50s. The TP took my money, but there was nothing in my pickup tab. I look in “items I’m buying” and it showed that I had a buy order for 1 copper for the dye. Sooo, it took my money that I placed for a buy now, and instead of giving the dye it just sticks a bogus buy order in there.

I file a support claim (Incident:130415-001315) and all they say they could do is restore my account to days ago, losing lots of other progress I’ve made. I don’t farm much, so 10g is a lot for me in-game. How can this be normal support for a currency that can be easily equated to real money? This doesn’t make any sense.

Normally when something like this happens on the TP, it fixes itself within 30 minutes or so… but it has been 7 hours now and nothing.

I’m sorry that this happened. But can you tell me if you did the whole “Empty your mailbox of all mails and see if the items drops down into the box” thing? About 80% of the time, we find that the reason the item did not arrive is because the mailbox is full!

Can you tell me if you’ve tried that? That’s the first thing I’d like to try in troubleshooting this issue.

I am very sorry that this happened. I’d be happy to review the ticket, but I don’t see the number here. Can you give me the 12-digit number?

In general, game logs are both reliable and comprehensive. When an agent says they have not been able to confirm the details that were provided by a customer, you can be sure that they have tried to do that. If someone says “I had XX item and it’s gone” the team looks at it from various angles: Were they hacked? Did they sell it? Did they destroy it? When they cannot see any of that happening, they answer candidly to that effect.

Our first objective is to keep every legitimate player happy and well-served. So while I have not yet been able to review your particular ticket, in general, the response comes after an extensive effort to help, and is not a means to brush things under the carpet.

Just as a reminder, please note this thread for more information: https://forum-en.gw2archive.eu/forum/info/news/E-mail-from-ArenaNet/first#post1807866

I wasn’t sure if you had regained access through Account Management (resetting) or of you had been assisted by Support. Now I understand.

If you simply “update your ticket” by sending a response, you can ask about restoration. Please do not make a new ticket; this is part and parcel of the first issue and should be discussed in that email/ticket thread.

I imagine you will have an answer by tomorrow. Best of luck!

It sounds as if you have not submitted a ticket yet? Go to Support above, then use “Ask a Question” to start that process. Sorry that I didn’t understand earlier.

https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

Kodiaki.6178:

I have had it with your bullkitten.

I logged out from my own account to let my friend play and now I can’t log in any more. Every time I try to log in. I get a message that says I either have wrong username or password. I’ve tried changing password. I’ve tired to recover my account. But they don’t work. I can’t submit a ticket because my support account is not working either. So thank you for this wonderfully bullkitten customer support which I’ve been getting from you for the almost past year. And I’m so kitten that I couldn’t care even if you ban me

And this is why the rules state that account sharing is not allowed: Account sharing is one of the biggest reasons for account terminations, in that ownership disputes arise, someone gets greedy and decides to keep the account for himself, one of the user spends all the wealth on his own character instead of sharing, someone decides to sell the account (also forbidden) or let another person share, someone trashes a PvP records, and on and on.

As stated above, your support account is entirely separate from your game account. You can contact support and they will try to help, but since you were account sharing, it’s likely the account is in “ownership dispute” and will be closed. (Not as a punitive action, but because it will be impossible to positively identify and help the real owner.)

This does indeed need to be addressed directly with Support, for privacy and security reasons. The team does not require all of the information they’ve asked for, but some of it will be helpful in confirming ownership.

https://forum-en.gw2archive.eu/forum/support/account/I-need-to-change-my-email/first#post1788807

I’ve merged three posts about this. Do not post again.

gassy.8975:

I’ve been using Mumble for several months along with GW2. I haven’t been suspended or banned, but then again I also don’t bot or use exploits or buy gold or insult players or use offensive words in chat. No, it wasn’t the use of mumble that got your brother banned.

You should probably keep these messages within your tickets only. Repeatedly opening forum threads about the same subject will probably eventually get you a forum ban.

Thank you. And thank you again. You’re precisely right on both counts!

thebenong.2094:

“And we’re all pretty sure, judging from your brother’s final comment in his ticket, that he knew precisely what he was doing, and that he knew he was doing wrong.”

My brother’s last comment in his ticket was: “One more thing you could check is if MUMBLE interferes or might possible be falsely recognized as a third party program. Its the only change in my playing routine in the last 2 weeks.”

No, that was not his last comment.

thebenong.2094:

As per Gaile, :"This is not the place to come to protest the actions of the Support Team. "

Where and how can we do this?

In your ticket. And you do not continue to make different posts about this.

Inculpatus cedo.9234:

You can create a ticket with support and ask, not likely you will get an answer on the forums displaying the chat in question for all to see. Good luck. =)

Yep, please discuss privately with Support.

Nuvo.5014:

I was buying Superior Sigil of Preception and the game with the account problem of 15 min ago make me buy 4 Superior Sigil of Preception, When i just need 1. I want my gold BACK

I don’t have access to your exact situation, but I know that Support will try to help you. Please visit Support (above) and use “Ask a Question” to submit a ticket.

Ellieanna.5027:

All of the information you first provided and be obtained from anyone who gains access to the account. If I hacked your account, I have most of that, then I can use that information to change your email and you’re done.

The 2nd bit of information only the person who purchased it could have access to. I can’t figure out that information just from logging in.

Draygo.9473:

Paypal has your street address, arenanet has your street address, telling them what it is isn’t going to hurt you. See: Paypal’s Website

Not answering the question may delay the response. I don’t have any idea why you think this is an intrusion of privacy or what not.

They already have your information

And it is not excessive, this is a standard way for a company to verify an identity to make absolutely sure the person they are dealing with owns the account. Fraud happens every day and if companies are not careful a hacker could fool support into changing the email address. They could easily figure out 8, they could guess 9 with probably around a 50/50 success rate, and put ‘I forgot’ in on #10, or lift it from your email account.

You are being needlessly paranoid and combative. Anet is following a security minded business practice here so they arn’t fooled by frauds just trying to gain access to your account. Compromise through convincing a support agent to change an account password has happened before, email accounts are what control access to your game account, do you want it to be easy for me to open a bogus support ticket and gain access to your game account?

Thank you for these informative and accurate comments. A hacker gets access to a subset of information and, unfortunately, can acquire more through other means. That is precisely why we start asking for additional info. It’s for your protection.

Your “right to free speech” ensures that the United States government will not attempt to silence you. The “right to free speech” is not assured outside of the First Amendment restricting governmental interference; it is not a factor on a private game server. Information for you: http://en.wikipedia.org/wiki/Freedom_of_speech

Your warning is in the User Agreement you sign (and re-sign from time to time) as well as the Rules of Conduct, the Naming Policy, and is all explained clearly in the Conduct Breaches and Outcomes. Find these documents here: https://www.guildwars2.com/en/legal/

An external third-party program — one that does not intersect with the game — would not be assessed, much less considered as a cheat program and used to form the basis for an account termination. Normal farming would not result in account termination. Whatever “research” your friend did would naturally be extremely limited in scope.

This happened today. Your friend has hardly had time to submit a ticket and get into any sort of discussion. This forum is not intended as a place to immediately follow up on tickets. Your friend should continue to discuss with Support.

Update: I just reviewed this ticket and it was reviewed, investigated, and handled in a few hours. Your friend’s account has been reinstated. And that is why we ask that people not post in reference to a ticket until that ticket is at least three days old—because in the vast majority of cases, the matter can be resolved by Support in less than three days.

Please note this thread for more information: https://forum-en.gw2archive.eu/forum/info/news/E-mail-from-ArenaNet/first#post1807866

thebenong.2094:

On behalf of my brother, we are kindly asking for proof that he tampered or modified the game, similar to what was given to another player in the post https://forum-en.gw2archive.eu/forum/support/account/Proof-of-offense

This is with regards to ticket 130404-001167.

We have been very respectful to ANet and ANet staff with regards to trying to get this resolved amicably. We have gone through the proper procedures and channels.

Now, we would like to request to be treated in kind, with respect due to customers.

We are asking for clear proof of the reason for this ban because we are adamant and absolutely 100% confident that my brother did not “tamper or modify the game”.

My brother has no possible motive — we are casual players at best. You can confirm this with your logs. We play the game to keep in touch. You can also check your logs that our 3 accounts play together almost all the time when we are all on. My other brother and I have been long time Anet supporters since the original GW.

Please give us, your customers, the respect that we deserve. Show all the other paying customers of GW2 that you respect your players.

We wouldn’t have dared disputing ANet’s claim except for the fact that:

a. My brother is innocent
b. ANet’s banning/security system has not exactly been 100% flawless. Many innocent accounts have been banned and subsequently reversed, as documented in these forums. There is a clear history all over these forums of corrupted data, human error, etc. causing erroneous bannings.

Please do not provide us with vague responses like the generic ones provided in the support ticket like “thoroughly reviewed, maintain absolute confidence, take great care, etc.” Because we know for sure that he is innocent of the allegations you have made, we can say that your review is wrong, your claim of absolute confidence is based on wrong information and therefore you did not really take great care.

Referring again to the other post I referred to earlier, we are respectfully asking for the same thing: “All I want is 1 of 2 things, Either show me complete 100% proof…or lift the suspension because you have no proof and/or refuse to show it.”

Would it be too much to ask for ANet to not take the obvious, easy, and even lazy way out by simply pointing to the EULA and claim the one-way justice system in it?

I’m sure I’m not the only one waiting with bated breath.

Admitting you made a mistake and reversing the ban on my brother’s account after you are unable to provide clear proof that he tampered or modified with the game will show all GW2 players that you respect and value our support.

Please provide us with undeniable proof, or failing to do so, please reverse the ban on my brother’s account. He is innocent. Your system is flawed.

Thank you.

This is not the place to come to protest the actions of the Support Team. And no, we will not provide the details you demand, for this simple reason: To tell someone how we caught him for cheating is to tell everyone how to cheat. Now, most players — being legitimate players — won’t take advantage of that information. But some will. We won’t encourage cheating or provide a tutorial about how to do it by giving the details that were used to establish that someone breached the User Agreement or the Rules of Conduct.

I did discuss this with the team on Friday, though, and I can tell you that no one believes for an instant that there was an error made. And we’re all pretty sure, judging from your brother’s final comment in his ticket, that he knew precisely what he was doing, and that he knew he was doing wrong.

There is no “flaw,” except the flaw in judgment that lead someone to cheat, or to believe he could cheat and not get caught.

Subject closed.

Update: 12 April 2013

130319-001510 Resolved
130328-002456 Apologies — this was closed in error! I have pinged the team leads to get attention ASAP
130411-000496 Under review
130105-002862 Asked for another review today
130319-000656 Final answer provided March 29th. The account will remain closed
130404-001167 Final answer provided April 8. The account will remain closed.
130404-000654 Final answer provided April 8. The account will remain closed.
130327-001576 Final answer provided April 3. This account is closed due to disputed ownership. It will remain closed.
130405-000618 As the team has explained, we can only assist the account owner.

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: 12 April 2013

130319-001510 Resolved
130328-002456 Apologies — this was closed in error! I have pinged the team leads to get attention ASAP
130411-000496 Under review
130105-002862 Asked for another review today
130319-000656 Final answer provided March 29th. The account will remain closed
130404-001167 Final answer provided April 8. The account will remain closed.
130404-000654 Final answer provided April 8. The account will remain closed.
130327-001576 Final answer provided April 3. This account is closed due to disputed ownership. It will remain closed.
130405-000618 As the team has explained, we can only assist the account owner.

Just be sure that you clear the characters, because if you delete one holding gold or items (that are not soulbound) you will lose them. Naturally, soulbound items cannot be used by a new character.

Our system will always send a response, and you will then hear from an agent very soon. If you see nothing, check your Junk folder and your Spam filter. You might also update your ticket through the Support interface.

This thread was posted only 45 minutes ago, so please be patient.

The team can inform you as to whether you will be eligible for an account restoration.

I understand your concern, and it’s not the first time I’ve heard it. I agree it would be nice to merge things into a broader system, but I don’t think it’s possible because of the way the games are individually designed.

Our support team can help you get back into your account. Get in touch!

Please update your ticket to ask about the possibility of moving your account to the former game world. The team often is able to make such an adjustment, but you need to discuss it with them, please.

(And I <3 the Czech Republic! I was in Prague and other areas of your country two years ago and it is amazing!!!)

First, suspensions are temporary. Terminations are permanent. The message that you are seeing mentions a permanent termination. But I imagine if you attempt to log in again, you’ll see that the message not mentions that you were suspended.

I checked the ticket and it includes crude language, and I noted that the account is suspended for three days. If you have continued questions, please update your ticket.

I think 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.

Adamentalist.3872:

The recent light of these ‘emails’ i would like to know if you, Anet or Guildwars 2 have a security issue which is why are email addresses have been linked to Guildwars 2?

Nate Anabe.6091:

Considering the fact that the one i got was to an email address that was not ever affliated with either Guild Wars its highly doubtful that a-net has been breached.

ArenaNet has decidedly not been breached. This is an external effort and pretty easily detected as such.

Sylv.6514:

Gaile Gray.6028:

Sylv.6514:

I just received one of these and was going to post a thread asking about it. I am glad to see it is a scam that is being addressed.

{removing link in case this exposes any account info}

Hey there. I worry the image may show personal account info, and because we don’t need to see the image, I’ve redacted it. Hope you don’t mind!

Oh, and I’m glad this thread was helpful to you.

Actually i edited out any info that would give away my account. I don’t really mind it being removed though.

Oh thanks for doing that, Sylv. I have a tendency to act right away if I perceive there may be a privacy/security risk. Thanks for understanding.

VOLKON.1290:

Four more emails from these clowns today alone. Well, they’re as persistent as they are annoying.

They’re not even going to the email I have my account tied to, which is relieving.

You are very wise to use a separate email for your log-in, and not a general one that is more vulnerable to attack. (And yes, they are persistent. )

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. You will need to establish that you are the account owner, of course, so for tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

Sylv.6514:

I just received one of these and was going to post a thread asking about it. I am glad to see it is a scam that is being addressed.

{removing link in case this exposes any account info}

Hey there. I worry the image may show personal account info, and because we don’t need to see the image, I’ve redacted it. Hope you don’t mind!

Oh, and I’m glad this thread was helpful to you.

Let’s be clear: You’ve chosen bad names (not borderline, not gray area) in December, January, March, and now April. On each date, multiple offensive names were identified and censored. Going through that process takes an agent more time, but we do it as a kindness, to reduce suspensions and suspension durations. Unfortunately, this extra kindness has been repaid with… more offensive names.

You also were shown benevolence—twice—in the lifting of any suspension at all. You were required only to rename your offensively-named characters. In truth, this should not have happened a second time. Which means that you should have served three suspensions and your current suspension should have been longer.

To answer your question: Offering a means for someone to buy his/her way out of an administrative action isn’t in the cards.

Lastly: I am not saying this to be rude or pejorative, but if you continue down the path of choosing rude, offensive, and sexually suggestive names, you are at great risk of permanent account termination. As I have said in the past, you need to choose wisely.

I agree with the forum members who suggest you change your password. And getting the mobile authenticator—if that is an option for you—is also good advice.

I think you’ll find the FAQ about Account Restorations of interest to you: https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

I have merged two threads about this subject so that forum members could see the questions that others have had about the phishing email.

Again, do NOT click the link, and DO delete the email — it is bogus.

For really good reasons, there is are rules against using foul language in the game or on the forums. This include using “creative spellling” or acronyms to dodge the Name and Word Filter. Not all instances will be seen, reported, or censored, but for the most part, an effort is made to prevent people from typing words or phrases that, even if disguised, are basically offensive.

It may seem a little restrictive, but overall the policy is designed to keep the game world better for everyone.

You need to contact Support as well, BD.

I really encourage your brother to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him. Since you ordered with your email account, they may actually consider you to be the owner, so if they cannot verify ownership for him, they can try with your information, which you can provide with a separate ticket.

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

Please reread my comments. I have provided a long list of information that she can provide to help her at least try to verify ownership. Direct link: https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post3954

Thank you for your efforts to purchase gems. We appreciate that you want to support our game!

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.

Your friend should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist her. The answer is posted on the support site in addition to being sent through email, so she can check the site instead of waiting for a mail.

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. I can’t tell what’s going on, but I am confident the team 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.

And if you get automatic answers, that’s just a way of trying to get you help right away. An agent should respond in very short order. If not, please update this thread or post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Hmmm… this is odd. I suggest you try sending an email directly to Support@GuildWars2.com. That should generate a ticket and get you the help you need.

Oh we sure do take Visa! And yes, not having a valid card accepted is truly a pain, so I’m sorry you’re having this trouble.

You just posted, and I’m hoping this cleared up. One thing you might try is clicking the icon of the Visa on the order form. A few players have told me that enabled the purchase for them. Alternately, our support team is answering tickets really quickly, so I suggest that 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. (And providing the last four of the two CC’s would be helpful here.)

The mails come from different programs, so getting the newsletter and not getting authentication may not provide helpful information. If you’re sure the emails are not going to a typo’d address or to your Junk or Spam filter, then I 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 with your questions about authentication.

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

Glad this is all sorted out and you’re where you want to be.

Have a great time in Guild Wars 2!

Usually when we see this, someone is using the wrong credentials. Occasionally, someone’s account details have been changed through an account compromise. You are welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page and 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.