Guild Wars 2

If you need assistance, in most cases, the Support Team can help you even if you do not have access to the serial code.

Rajani Isa.6294:

That clause also covers them charging for an expansion later on if they go that route.

Expansions generally do have a cost. Added content or features generally do not. We charged for Factions, Nightfall, and Eye of the North. Nothing new there. I don’t know that the clause is specifically addressing expansion, but I do know it’s been around forever… and causes someone to get concerned every time we update the UA, even though we don’t add or change that section.

Can you give me your support ticket numbers? I’d like to review these to see what’s going on. I’m surprise that someone has waited two days, and I’d like to see if we can do better with that turn-around time.

Thanks.

You may transfer after the one-week transfer restriction has expired. I do not know if the transfer will be free of a gem cost or not. That depends on when you are eligible to make the transfer and whether the free transfer option is still available.

This is a specific case, and cannot be resolved via forums. 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. If the account was hacked, and if we are able to establish the details of that incident, you may be eligible for an account restoration, as outlined in our FAQ.

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 have purchased before, then I know you’re aware of the process. I do wonder, though, if you might need to click the PayPal icon to let the system know you want to select that payment method.

Speaking of PayPal, there’s a known display issue where an incorrect price shows on the website, but is corrected once one gets to the PayPal site. Of course, that’s the problem for you — you’re not getting there.

If you continue to have this issue, even after selecting the icon, 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.

Hey, glad you had a grief-less experience.

(I shared with the team.)

Riznar.3625:

So I have spent the better part of an hour trying to log on. I would click log on in the game client and wait for the email but it would never send. So I came to the website here looking for answers or solutions. Try to log on to the website and it wants me to do the same thing. Obviously this is an issue as it isn’t giving me the email to authenticate anyways. After about 5 more tries i finally get an email. Was there server issues or something else wrong here?

Also while I was searching for a solution I found a place on the website that stated I could recover info if I was unable to use the authentication. But it requires my serial number. I bought the game online and apparently have lost the serial number. Is it possible to recover the number in case future issues arise?

I do not think we can give you the serial code, although you can ask Support about that. If you continue to have issues, you’re welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page and they can help you out.

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

https://forum-en.gw2archive.eu/forum/support/account/License-Agreement/first#post1706206

https://forum-en.gw2archive.eu/forum/support/account/License-Agreement/first#post1707599

The section you mention has been in the UA since Guild Wars was released in 2005. In my opinion, you are not eligible for a refund for an unchanged UA.

You were not blocked for the Torry Name. You were blocked for an overtly offensive name (crude sexual terms) in late January. And that was the warning you ask for now. You then chose several character names that are offensive.

If someone has a question about Jigga, it was pointed out to me that it’s an abbreviation for an extremely racist term and is not at all acceptable in our game.

Your characters must be renamed. Your display name will be changed. And you will serve the suspension because you have chosen four offensive names. You were not suspended because someone reported you. You were suspended because you chose offensive names.

Coming up:

• Wait your time out.
• Rename your characters.
• For future names: Choose wisely.

Illconceived Was Na.9781:

CaptaiSpiff.2741:

So bank upgrades will transfer even without characters along with gems that are still on the account?

No, the upgrades do not transfer from server to server.

Correct.

And while I understand it’s your opinion, CaptaiSpiff, you should be aware that some companies charge $50 for a server transfer. I guess this matter crosses the spectrum when you consider the big picture and all games.

I suggest that if you are certain you are typing correct, 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.

Without a 12-digit number, and particularly because you are not the account holder, I do not have enough information to allow me to review this situation. If you want to get that ticket number, I can take a look.

Please keep in mind that world populations change frequently. As people move to a medium-population world, it may become a high-population world, at which time the free transfer offer is no longer valid.

To take advantage of the free world transfer offer, please review in the game for a current medium-population world, and select your choice from that list.

Also please note that there is a restriction of one world transfer in a seven-day period.

Update: We apologize that our Free World Transfer FAQ was a bit confusing. It listed certain worlds that were at medium population at the time of publication. We will be amending the FAQ to remove a world list, since populations are too fluid to accurately provide such information on the website.

I am so very sorry that you received unwanted emails from us. I understand how irritating that can be! This is a situation that we need to — indeed must — address for you and for others who do not choose to receive email from our company.

Please know that I am pursuing this today, and I hope we will have a remedy for this situation as soon as possible. In the meantime, I will see if we can manually remove you from the email list if your email address is the same as the one associated with your GW2 account.

Thank you for your understanding and again, our apologies for the inconvenience!

Sometimes I’m told that if you select the graphic for the type of card you are using, the confirm button will then become active. Other than that, it would be good to talk to Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you or at least explain why the purchase is not going through.

Thanks for your support of our game.

Your friend submitted a ticket to ask about this, and that’s good. When you say he has not heard back, he will recieve an automatic response and an agent will get back with him as quickly as possible. But it takes at least a few hours to do so.

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” (or have a friend post) culture, because that needlessly takes the time of two people to respond: someone to the forums, someone else to the ticket.

Please allow the team to work out this issue with your friend.

This is not something that can be resolved in a forum post. 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. For tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

It’s a difficult challenge to be able to remove bots and not impact legitimate players. There are times when the one looks very much like the other.

No one is automatically banned. No one is tossed out because of a set of numbers reviewed by some numeric, mechanical bot detection program. Each account that is actioned is actioned because, in a human assessment of the available data, it appears that the account was being used to bot. (And remember, oftentimes a hacked account is turned into a botting account by the RMT that stole it.)

We do review all appeals and we do reinstate accounts, giving the “benefit of the doubt” in some cases and reversing what was clearly a human error in other cases. We are sorry for any false positives that occur, but remain committed to keeping the botter population in check. We hope that those who are inconvenienced will be understanding of that need and will accept our apology for their inconvenience along with our commitment to get them back into the game as quickly as possible.

We made it VERY clear what we changed. And what we listed is the sum total of what was changed. Please see the Update Notes where you will find the full list of changes at the bottom of that post.

You should be able to log in, since your IP will not be in question. If you need help, of course Support will be happy to assist.

At the present time, the authentication systems are in beta. There is no option to set “Ask me every time” for a verification ping. Once your computer has been “white-listed” then you will usually not be asked again. (Sometimes a dynamic IP will prompt a new request, but normally the dynamic IP is in the same range as the IP you originally accepted, so the request is not duplicated.)

It could be that when the authenticator is finalized, you will be able to set an option to request authentication every time you log in.

We do not offer display names changes upon request. They are only offered if there is a potential problem, such as displaying one’s real name on the forums. (We consider that a privacy issue.)

Allowing players to change their display names carries with it potential risks to the community at large, and it is not something that is currently being worked on. This option may be offered in the future, it’s hard to predict. However, at the present time, we are happy that with today’s build a player may purchase a Name Change Contract through the Gem Store and change a character’s name.

Hi there. Have you checked your Junk and Spam folders? If you have checked those, and find you did not receive the email, then I suggest 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.

Tarwada.3507:

hello all , im using Gmail and Google has banned my google mail , how can i change my login email ?

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 know that it may be a bit confusing, but you need to actively scroll to the bottom of the document (presumably while reading it) in order for the “Accept” button to become active.

Bailey.6892:

Why can I not change my e-mail from their? The link is worthless if we can not manage our account.

Support can help you do that, if you need to.

I’m sorry that I don’t know anything about the sale you refer to. Latest I can see is from December of 2012 and I didn’t notice anything official, but merely reports. But I do know the UA was reviewed by multiple attorneys and is definitely in force.

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.

Oh say, that’s been in there since before Guild Wars launched, back in 2005. I guess I’d call it “standard verbiage” and I know that I’ve asked about it, and it’s a corporate thing, but should not be seen as any sort of mechanism to start monthly fees. The entire company is behind the “There is no monthly fee” concept for GW and GW2, and that is not going to change.

If you cannot reset yourself (try account.guildwars2.com) then 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.

I cannot tell that this bug fix and your situation are in parallel, and I believe we cannot retroactively correct this by giving you items. However, you’re welcome to discuss this with 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.

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 questions or, in some cases, 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.

Your friend has already been responded to by the team and he will be helped once he establishes he is the owner of the account. That does not necessarily require being able to provide a serial code.

I’m very happy that we were able to help you. Thanks for the kind words!

Evermore.7526:

When I was first signing up to GW2 for the Betas, I was unfamiliar with the Display name system, that we would have an account name, and a display name. So I made the mistake of using my full name for my display name.

At first this didn’t bother me too much. But I became more and more uncomfortable with that fact that anyone could add me and know my full name. I know it’s not as bad as using say your email address, but if it is at all possible for me to change this to keep my identity to myself, that would really help me make up for my mistake.

Thanks for your time.

Yes we can help you. 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.

This issue has been addressed. One of our providers was having problems, but it’s all good now.

You can contact Support by filing a ticket through the “Ask a Question” tab on that linked page. The team can review the matter. Since most suspensions are just 72 hours, though, and a review will take a bit of time, it’s usually best practice to simply wait out the suspension. However, if you have questions, you’re welcome to write them. Since most suspensions are tied to name violations, you might want to review the Naming Policy before you write in.

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

First, for any support issue, please always use the Search Engine, because we often have dozens of dozens of threads asking the same thing, and it’s just more efficient for you to get your answer right away!

Here are FAQs about changing names of various kinds:

I want to change my email address/log-in name:

• Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

I want to change my character name

• Purchase a character name change in the Gem Store.

I want to change my display name

• This is not a service that is available, either through a purchase or through Support. Unless there is a specific privacy issues — that is, you used your real name or your email address for you in-game and forum display name — the name is permanent. If you fall into the small number of people who did use your real name or email address, contact Support for assistance. Please do not write Support asking for exceptions, for they will not be made.

More about Display Name Changes

There are very good reasons why we do not offer the changes as a service at this time. It’s important in any game — and especially in an MMO with the high number and visibility of player interactions — to create a “personal history” for an account. I don’t mean your in-game “personal story” but a history of your account as viewed in the game.

If we allow changes of display names, a person who has been harassing another player will be hidden from that victim’s sight. A person who has built up a reputation for cheating, or botting, or doing other breaches of the UA, becomes invisible to those players who were aware of the issue and were awaiting action on the matter. Several other factors of “individual accountability” can be negated by simply hiding behind a new display name.

I take on board things like typos in making a name. But assessing the difference between a change and a correction can be difficult, and at this time, we’re holding firm on the “no changes” policy. There are two reasonable exceptions:

• An offensive name will be changed — once — and it will be changed by a GM using an anagram system, so the user does not get the privilege of choosing the second name.
• A display name will be changed to prevent the disclosure of personal information. For instance, the display name is the player’s real name or even email address. We have improved the account creation process to make it clear how display names function, and we even have expanded the User Agreement to accomplish the same objective. If players know that your display name is actually displayed in the game and on the forums, they’ll be less likely to use a name that poses a security risk. If they know that using an offensive name results in a randomly chosen name, they’ll be less likely — one hopes — to choose an unacceptable name.

Some of the same arguments about display name changes also applied to character names, but as you know, we made that option available when the feature could be properly developed. At some point we may make a feature available that allows a player to change his/her display name, but if we do, I am confident it will take into consideration all the risks of those changes, and address them effectively.

In the meantime, and with all due respect, we will decline to change display names unless they involve one of the two exceptions cited above.

Inculpatus cedo.9234:

You can go to ‘My Account’ at the top of this page, and set up email validation there.

Yes. If you need help, contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

If Lafiel’s suggestion doesn’t work, 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.

I’m glad things worked out well for you, Somnium Luna. Thank you for sharing this.

(And I like your name! )

Ok, so I talked about this with the team and in the current day, “fruitcake” just carries a bit too much baggage to be used for a name.

I remember the day when you could say “Nutty as a fruitcake” and everyone would know you meant the person was just a bit bizarre. Like, “My aunt is nuttier than a fruit, she saves pancakes in the attic.” However, today, “fruitcake” just isn’t a good name to use.

I’m sorry that you’re upset, and we did talk about this extensively, but renaming is the way to go. Checking the ticket, it appears you were given access to a free rename for each character that was flagged, and the suspension was lifted. I do believe that your use was not intended in an offensive way, and hope you’ll understand that we’re aiming for a solid common ground with the Naming Policy.

I like the ideas that players have suggested: A gem card is a very nice gift. Alternately, you can purchase gems, convert to gold, and transfer to your friend.

The word is offensive. I’m sorry that you disagree, or cite common use. However, , but the word and it’s definition are not appropriate for our game.

Want a neutral definition? Dictionary.com states that it is Yiddish in origin, refers to a body part not generally named in common conversation, and actually uses the word “vulgar” in its definition.

We will not reinstate the name.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. I do not know where you purchased your account, but provide that information in your ticket.

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

Trade restrictions were added as part of a program to reduce cheating and RMT transactions, which in turn reduces in-game advertising spam, account thefts, and gold sales.

These restrictions prevent someone from transferring gold in an account that exceeds what the account holder has earned. So if your wife earns 10 gold, she will be able to transfer 10 gold to you. After a brief period of time, the restrictions will lift and she will be able to transfer the entire amount back to you.

We do not life the restrictions upon request, because every RMT in the world will be requesting that action in order to use newly-created accounts (created with fraudulent credit cards) to deliver gold to their customers.

There’s a set of FAQs about Account Restoration that may help you. Here’s a thread that points to each of them: https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

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.

BudgieXT.9731:

Sent an email to customer support asking if I could get my achievements reset, this is what I wrote,

Hi, I don’t know if your the right people to ask but I was wondering if you could help me. I bought Guild Wars 2 and had a quick go, but have been away with work. Without my knowledge my nephew had been playing on my account while I was away and he has unlocked a lot of the achievements and also I’m not getting the hint pop ups which I could really do with.

I was so looking forward to this game and I feel that part of the fun has gone without the achievements to unlock. I was just wondering if there was anyway to reset my account so it would be as if the game had never been played. There are no purchases or anything so I would not be loosing anything. This might seem trivial but to me I feel like I am missing out on the full experience.

If you can help me it would be greatly appreciated

Thanks in advance for you help.

This was the response I recieved,

Thank you for contacting NCsoft Account Support.

I have reset the Guild Wars 2 account password and an automatically generated email containing a link has been sent to your email address. After clicking the link in the email, you will be directed to the Guild Wars 2 Account Management page to enter your Guild Wars 2 account name and set your new password.

Please let me know if you need anything else.

If they can’t help with resetting my achievements that’s fine, but they should at least read the email properly, I have spent the last 2 hours trying to think of a password that it would except, in the end I have just had use random letters and numbers, that I will never remember.

Just please READ emails not just send a generic response.

The team is made up of human beings, and occasionally we all make errors. I cannot look into this issue because you did not provide your 12-digit incident or ticket number. But I don’t need to get involved, really. If you still need help or still have a question, please update your ticket to explain that you have an additional question that was not answered in a previous response.

As a short answer, though, Support is not able to reset achievements.