Guild Wars 2

WRod.3856:

User name: BombayNugz.5146

One of our guild members withdrew gold from our guild bank and now is banned. Please fix this anet.

Thank you.

I can assure you that we don’t ban people for making legitimate withdrawals from a guild bank! Please ask your friend to submit a ticket. Posting “Please fix this” in the forums is not and cannot be the way this situation will be addressed.

I feel sure your friend will be helped shortly; she may already have been assisted with this. If not, and i she 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. Including the 12-digit ticket number is an essential part of my being able to help her, so please do include that.

We do not close accounts. You are free to step away from the game, but we want to make sure that players can return to Guild Wars 2 in the future, should they choose to do so. If you have a particular need to have the account rendered inaccessible, 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, please read this post and provide as much as possible to expedite the ticket.

We generally are able to help people if they can establish ownership of an account without a serial code. But we must be careful, because daily, people try to steal accounts by asking for our “help” to access an account they never owned. (NOT saying your friend is doing that, just showing you why we must take care.)

Your friend should continue to discuss this with Support.

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.

Augustus — you were reported for offensive language, and the chat records confirmed that breach which is why you were suspended.

We are all pretty savvy about the concept of “griefing,” and our system doesn’t allow someone to arrange another player’s suspension simply through mass reporting. Each report is reviewed and —whether one or one hundred--the report must be confirmed by a team member before any suspension is meted out.

Lonny.9873:

I also got banned without a warning. At least you know the reason why you got banned. In my case I’m still waiting for the Support to tell me a reason

It’s my understanding that when people get suspended (you were not banned!) they receive an in-game message that usually tells them why. (They also normally get a message when there account is terminated, which is the true meaning of the word “ban.”)

In your case, Lonny, you were suspended for spamming. You should have seen a message explaining that when you were booted from the game due to the suspension, or when you tried to log in. I am following up on that to make sure we’re giving info in the case of most suspensions and terminations. However, a lot of times people post in the forums having seen the message but claiming that they don’t understand why they were “banned.” (Meaning suspended.) I think what they’re doing is protesting the suspension, but that most of the time they are getting in-game messaging that tells them the reason for the suspension.

Your account has been reinstated, and you’re free to play the game now. However, I would ask anyone who is tempted to post a “I don’t know why I was banned or suspended” thread to look at the in-game message before posting. If you do not receive any details in the game, then you have a legitimate question that should be addressed to Support via a ticket. If you do see the details and wish to argue about them, then you need should submit a ticket. In either case — knowing and not agreeing with the decision, or truly not knowing — the best way to get the answer is by contacting Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Thanks for understanding.

For situations like this, 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.

Coriolanus.1504:

So I finally got my girlfriend to start playing after she tried out the ranger on my account. She really enjoyed how we we’re spending time together doing something I like to do, that’s the reason she decided to buy the game during the sale. I’m at work when she sends me text saying her account had been terminated. Two days of play and her account is gone. She made sure to logout when she stopped playing, she barely knows how to use her skills let alone how to bot. She sent a support ticket and they deleted her account without replying. This is wrong and I demand that this be made right immediately!

We would never delete a support account or a game account without replying.

Please provide the 12-digit Incident or Ticket Number so I can look into this.

Yes, we can help. Simply 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.

Thanks for posting, both of you!

Glad things got sorted out quickly.

Now, go play some Super Adventure Box.

Your name — which was pretty rude — was censored, so you will need to rename the character. It does not appear that you were suspended. Please try to access the game — you should be able to do so.

A Massive Headache.1879:

Thank you Gaile Gray, I’m thankful this is getting a response, I’ll wait patiently for the verdict.

Thank you. I am resending the email as I do not believe I’ve received an answer.

Update: 1 April 2013

130105-002862 Apologies for the delay. I followed up today to try to get more information.
130319-001510 Ticket was updated today. Please review
130317-000431 Final answer given last month. The account will not be reinstated.
130314-000334 Final answer given last month. The account will not be reinstated.
130222-001178 Final answer given last month. The account will not be reinstated.
Dragonbon.6289 I need a ticket number in order to review this.
foxdat.8927 I need a ticket number in order to review this.

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: 1 April 2013

130105-002862 Apologies for the delay. I followed up today to try to get more information.
130319-001510 Ticket was updated today. Please review
130317-000431 Final answer given last month. The account will not be reinstated.
130314-000334 Final answer given last month. The account will not be reinstated.
130222-001178 Final answer given last month. The account will not be reinstated.
Dragonbon.6289 I need a ticket number in order to review this.
foxdat.8927 I need a ticket number in order to review this.

Sounds like a graphics card or power supply issue, or something involved with overheating.

If you continue to have issues, please post in the Tech Support forum, where you’ll be more likely to obtain the assistance you need.

G is not available as a single letter. Sorry!

When the event started, there were at least half a dozen medium-population worlds in both Europe and North America. It stands to reason that as the event winds down, the populations will have shifted. I’m sorry that you may have missed the opportunity, but it was both limited in time and in world availability.

You just submitted a ticket. Please allow the team time to review the situation.

Luna — since your friend has submitted a ticket — and did that only today — it’s not necessary or appropriate to post in the forums about this at this point.

If your friend still nedes 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.

Are any of you still having this issue?

Cyrce.6312:

This was the most polite customer support/customer conversation I have ever had the pleasure of reading.
I’m also a fan of Foo-foo

Thanks. You made me smile.

Nynaeve.5890:

An update on this. Apparently the email authorization is triggered by just logging into Guild Wars I. I logged into it a bit ago successfully and within 2 minutes got an email requesting permission from Guild Wars 2. Anyone else having this issue?

Because the games are linked on the back end in many ways, what you’re describing does not surprise me. I hadn’t really thought about it, but sure, it makes sense.

Remember that if your ISP uses a range of IP addresses, you may receive a few authentication requests form your own location. Once they have been approved, the requests should drop to only those outside the normal IP range.

Glad that all is well, and we sure appreciate you posting to let us know!

Welcome back to the game.

Hello, Glorius. Yes that is exactly what you do: support.guildwars2.com, then Ask a question, and then “General billing question” to start the ticket.

Best of luck — I feel sure they will be able to help you!

If you have not had a response, did you check your spam and junk filters? If you want to post your ticket number I can take a look.

I understand that you’re discouraged, and I don’t know what the issue is, but 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.

Or maybe this is resolved? I see the first three post are deleted…

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.

Do be sure your mailbox is empty, that might help. But I think you’ll need to submit a ticket on this.

Agents are helping you at this time.

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

You do not come to the Account Issues forum to debate forum moderation issues. You have engaged in discussion with the appropriate parties, and that is where — and only where — this discussion belongs.

Whoa, you said a whole lot more than that.

The comments that prompted your 3-day suspension were not related to your argument with another player. They were of a sexual nature, several in number, and truly offensive. The suspension will not be lifted. Please use better judgment in the future.

Ok, so it sounds like everything is ok, and that it was fixed in short order.

Thanks for letting us know, and welcome back to the game!

I am so sorry you’re having difficulty! I’ve forwarded this thread to folks who work closely with log-in issues. Have you contacted Support by filing a ticket through the “Ask a Question” tab on that linked page? I really believe 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.

The only way to check an issue is to post it, after three days, in the Tickets for Review thread in this forum. You will need to supply his 12-digit support ticket number.

I encourage you both to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you. (I think the new account requires a new email address, but I could be mistaken.)

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

As far as I’m aware, the offer is only for medium population worlds, and when the worlds are full, the worlds are full. I am sorry, but there’s no way that we could move anyone to a specific world upon request. If we did that, we’d be asked to do that for tens of thousands of players!

I do understand your situation and I am sorry that it worked out this way. I’ll say again, though, that I’m happy that players can earn the gems for a transfer in the game, and not be required to spend money to buy the transfer. Guild members are often more than willing to chip in a few gems each to help their guildie with a transfer, and perhaps your guild will do the same.

First, I don’t know of anything officially released as a loot table. You might find some good info on the subject on the Guild Wars 2 Wiki, though.

Secondly, it really IS random. Personal story: I hunted the Miniature Polar Bear for years. Daily, many, many runs a day. I’m sure my runs are in the hundreds if not thousands. I never have gotten the MBB, but a player told me she tried only about 10 times and got the bear.

Randomness is the rule, but yes, it can be very frustrating if it seems to exclude you!

So sorry. If it wasn’t April Fool’s Day in your location, I assure you it was elsewhere.

Hope you enjoyed the “musical interlude” and the amazing content. “Graphics too awesome for one game” is what I say.

We did have some folks reporting log-in issues, but I believe these were addressed some time ago.

In the future, I suggest that players who have this issue should discuss it in the Technical Support Forum. It’s pretty clear when it’s an account issue versus a connection issue that may affect many, so feel free to post there to discuss. Thanks!

Illconceived Was Na.9781:

My apologies if I caused any confusion:

• Guild bank upgrades do not transfer; they are specific to the server.
• Personal bank (and any upgrades) can be used from anywhere; they have nothing to do with your server.

I’ll try this again. As I see it, this is correct.

Glad it worked out ok for you! Have a great weekend.

You used offensive language on March 6. Did it again on March 27. I’ve seen the chat — it was truly offensive and is disallowed in the game. The action that was taken was appropriate and deserved. And because it came within a short period of time, your second suspension was extended, as is explained in the Conduct Breaches & Outcomes document.

In the future, avoid hate speech and name calling. Someone will report it, or one of our agents will see it, and once it is confirmed you will face consequences that obviously cause you distress.

Rising Dusk.2408:

I don’t think ANet has the implemented tech to allow you to change the name of your guild. They, thus, have two options:

• Allow the guild to persist as-is in an offensive state
• Delete the guild

I can see why they chose option 2, honestly, as the burden is really on the guild players to make sure their guild name/tag follow the EULA.

Thank you for understanding and for explaining our options so clearly.

We had about 40 reported guilds. 21 were actioned, the worst offenders, names that truly cannot remain in the game. Whatever the motivation to naming a guild for sexual acts, racist beliefs, hate mongering, etc., the fact is: Names cannot be filtered. So even the filter — which is not designed to give anyone a “License to Swear” — is not going to help people avoid seeing the most flagrant and offensive of names. (And I saw them all, and some of them were really, really bad. )

Flout: to treat with disdain, scorn, or contempt; scoff at; mock: “to flout the rules of propriety.” If you or your guild creator chooses the flout the Naming Policy, the UA, and/or the Rules of Conduct, expect to face consequences which, at this time, means the guild will be disbanded.

We love our players and our guilds, but we must uphold certain reasonable standards, for the very benefit of the players we care about.

Mercail.3692:

I’m wondering why server populations are not fluctuating anymore during mass log outs or at off-peak hours. In the past, mass log outs of guilds were effective in dropping server population from High to Medium but this doesn’t seem to be the case anymore. ET was a ghost town at 3am est. last night and we still weren’t able to transfer anyone over because it remained at High population.

Was there a stealth change to the way server populations were calculated? If so, why was this done at the same time as the free transfers to medium servers? It is my hope that this was not done intentionally to con half of a guild into paying for their transfer while the other half made it for a free transfer. Wasn’t the intention of this transfer to even out server populations?

Wow, want to borrow my tinfoil hat?

So, there was no conspiracy involved here.
There was no plot for initiating a devious way to dig into your pockets. (And remember, the gems that pay for a transfer can be earned in the game!)
These few instances of incomplete guild transfers can be attributed to a popular offer attracting a lot of interest.

If your local club offers free entry to the first 100 guests, do you accuse them of a conspiracy when you show up at 150 and don’t get free entry? Free transfers applied to medium-population worlds, and thus those worlds were going to change in population over time.

Cariocecus.5194:

Thank you for looking into it, its pretty bad to have a guild divided and it would cost a fortune to be able to get everyone together.

The free world transfers simply proved to be very popular. The special offer encouraged folks to make changes and in some cases, not all of a guild’s members were able to make the free transfer. With limited capacity for each world this wasn’t an offer that people could take advantage of casually or over a protracted period of time. That seemed clear to me viewing the offer as a player.

We’re genuinely sorry that some of you were not able to transfer your guild fully. We are not able to offer a solution but do be assured that the dev team is aware of your thoughts on the matter.

Looking into this.

That was not a canned response. That was me, answering you to the best of my ability, with the information that I had on hand. Yes, sometimes it takes a while to get a response. Such things need to be assessed and reviewed, rather than someone giving an “It’s ok” or “That’s an exploit!” answer that may end up being in error.

As I said in the ticket, we appreciate your patience as you await further information. We will update this thread when we have that info.

I am sorry that you bought the wrong item. We are going to take another look at your situation and should know more tomorrow.

By the way, please do not submit multiple tickets. It slows everything down, and we really want to help as many people as possible as soon as we can. I closed the two newer tickets and we’ll look at your first ticket as hope to have more info tomorrow.

First, we do not roll back accounts for mistakes in purchasing. Restoration is a feature that is used only for compromised (hacked) accounts.

I am really sorry that you bought the wrong item. We are going to take another look at your situation and should know more tomorrow.

Mr Quinn.9815:

please, stop it …

For a limited time, save more than 30% off Guild Wars 2 Digital Edition and Digital Deluxe Edition.*

• Offer applies only to Digital Edition and Digital Deluxe Edition purchased through buy.guildwars2.com from 20:00 CET, 27th March 2013 (12pm PST) to 08:59 CET, 2nd April 2013 (11:59pm PST April 1st).

I have been sent this “Newsletter” 3 days on the trot.

If, in your mind, this “Newsletter” is what I have to look forward to, then I’ll unsubscribe.

Oh wow, I’m SO sorry that happened. First, I think that is the flyer or newsletter that was not supposed to go to existing player, but which was sent out accidentally in a training exercise. Secondly, getting three is not at all intended!

Can you do me a huge favor? We’re not able to replicate a problem with the newsletters, where people try to unsubscribe and cannot do so. I sense that you have not tried to unsubscribe, but are simply asking why you got three. But to aid the team in testing why these weird things are happening, could you kindly PM me your location? (Just country, is fine.)

The Newsletter/Mailing List people tell me that it will really help them figure out the mail issues if they can get location info of people who are seeing odd things happen.

Thanks!

(Thanks, Shady.)

Alternately, Caffeine, if you desire and it’s easier for you, you could send an email to support@Guildwars2.com and a ticket will be started for you.