Guild Wars 2

There are some known issues that may have played a part with what is happening today (Monday, March 25). Here’s the official statement about this:

One of our payment system providers is experiencing intermittent outages that may prevent some purchases from completing successfully. If you currently are attempting to make a purchase and are having difficulties, you may wish to try an alternate payment method such as PayPal to complete your purchase. If you continue to experience issues, please do not attempt your purchase repeatedly but await our “all clear” and try again at that time. We apologize for this inconvenience and will update you as soon as the issue is resolved.

The team has “unstuck” a few transactions, so please log in and I believe you will find that either (1) you have the gems or (2) you were never charged and may initiate another purchase at a later time.

If you were charged and did not receive your gems, even after checking your account now, 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.

Ticket 130324-002061 has been given a response. Closing this thread, as the issue is closed.

It is a concern to have this keep happening, and while the account hasn’t been accessed yet, I believe it has been compromised (and not through something on our side).

Let me get you some info. It’s sort of scary to know that account thieves has so many sources, but it’s also good for us to know that, too.

SECURITY REFERENCES:

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

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.

I checked this ticket and it is resolved. That is why we ask that people not submit a ticket and post in the forums. A forum post as follow-up is only appropriate if the ticket has not been addressed in three days. Thanks.

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.

Sorry, no, there is absolutely no way to transfer characters to another account. It is not possible in a game-code sense.

You need to update the ticket that was used to return your account to your possession, that is, the ticket about the hacking incident. The team will see your update and will help you.

I’d like you to have all of these bits of information.

SECURITY REFERENCES:

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

Naming Policy: [url=https://www.guildwars2.com/en/legal/guild-wars-2-naming-policy/[Naming Policy[/url]

We do have a known issue right now, and we apologize for the problem you encountered. Here’s the messaging we’re going to put up about this (as soon as I can get it localized):

Payment Issue: 25 March 2013

One of our payment system providers is experiencing intermittent outages that may prevent some purchases from completing successfully. If you currently are attempting to make a purchase and are having difficulties, you may wish to try an alternate payment method such as PayPal to complete your purchase. If you continue to experience issues, please do not attempt your purchase repeatedly but await our “all clear” and try again at that time. We apologize for this inconvenience and will update you as soon as the issue is resolved.

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 note that you submitted a ticket to our Support Team yesterday. That’s exactly what you should do and the matter may already be resolved. If not, please allow time for the team to help you. Their turn-around time is very quick, and I believe your issue will be addressed quite soon.

The forums are not intended as an means to instantly follow up on tickets. The process is for the player to submit a ticket and allow the team to research the matter and respond to the player. Naturally, if a ticket is delayed, we want to help. 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.

Blasto.3652:

I played since 25 august, this is my char name (hope write in right way):
Blastardo
Ophelja
Lauren Mcfly
Pil Miao
Xavier Bruja
Jodasan

Some days ago i had to change my first char because someone report me. Everyone can consider “Blastardo” offensive. I had simply use a combination between my account name and an italian word. I though perfect name for an ugly norn warrior.
Then set a new name and call him AAron Deepneau, a (secondary) character name from a S.King book. After two days, yesterday, i was suspended for 72 hours… why?
Other names seems offensive? Or there are some rights on other char name?
I opened a ticket but can’t hope in quick answer…
A farming weekend put on waste….

Just discussed the first censor with the team, and we agree, that was an erroneous block. The name has been freed up, if you choose to use it. The second name appeared to two agents like “creative spelling” for a name that wouldn’t be appropriate. I did not agree, actually, but we go with consensus, so we’re going to leave the second name blocked.

Your account should be good to go.

exos.6831:

this is the second time in 3 days ive been suspended for the same reason. at first my thief was named kitten palace dance, which is offensive to overprotective parents, but in context was referring to a boning knife and not an erect kitten. I understand why they made me change it, and it took half a day for me to get back on (youre suspended until they change your name which can take up to 72 hours). The second time I was suspended was totally unnecessary and annoying. I renamed the thief to spanking monkey, which is no vulgar in any sense and it has been 2 days since they suspended my account. while censorship is unnecessary (and i am personally completely against censorship), I agree that suspension is not a logical penalty.

Both your names were offensive, and all protestations of innocence — as shown by your fellow players — are bogus. If you continue to intentionally skirt the line, or purposely choose offensive names, you’re putting your account in jeopardy. For yes, as a certain point, the account will be terminated for repeated violations, and that’s not something you want to have happen, nor something we want to be forced to do.

For names, please: Choose wisely.

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.

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.

Please post in the thread. This isn’t an account issue.

If you are unable to type in that space, or if you feel you have other issues, you can contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will look into the matter for you. However, I think you simply need to find a suitable character name and you’ll be set.

You’re welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will look into the matter. Thanks.

Correct, as above.

I don’t know where these comments are coming from! It has never been 9 to 5 for this team, ever. We have agents working 24/7/365, yes, including weekends and holidays.

Now, if your issue requires a special review, it may be escalated to a specific agent. If that’s the case, that agent will have a 40-hour work week, and a ticket may await his/her return to work. But even “weekends” are staggered, so there are senior agents and leads available around the clock.

And I’ll respond to a couple of removed posts, which were unrelated to this thread but I’d like to address: Gene Rojo — There are two possibilities:

(1) You purchased from an unauthorized seller. That company or that person gave you a bogus code. You may not have been involved in the fraud, but the code is fraudulent and you need to get in touch with your seller to get your money back, so you can purchase a legitimate code. We cannot replace you code, because we never got paid for the game. This matter is between you and your (fraudulent) seller.

(2) Alternately, you attempted to purchase directly from us and you were not allowed to do so. Perhaps the CC details didn’t match up, or perhaps there were other issues. If we are concerned about fraud, we do not take the money so you were not charged for the game.

In either case, please contact Support if you need to discuss.

I’m sorry for that inconvenience, and I’ll pass along that folks are still have a few problems with the process. Thanks for your patience!

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.

I have not heard of this issue, but then, it’s not really an issue related to account support. Could you please post this in the Bugs or Technical Support forum? Thank you.

I do wonder if it’s changing wildly if something suspicious is going on with your account. Maybe a call to your ISP would be in order, asking them to confirm that ISP ###, ###, and ### are legitimately theirs.

I think that is what I would do, if I saw myself logging in from, say, Washington and Florida. But for full disclosure, one player in the UK was “logging in from” England, Scotland, and Wales, and he wasn’t ever leaving his living room. So the “dynamic IP” can be a contributor to this.

Wyrm.2976:

Thanks Gaile – but there’s currently no way to undo this?

Although you can always approach Support and ask about this specific instance directly, at the present time we don’t have a means to address this situation.

We’re keenly aware that a “buy-back” or “cool-down” would be a good thing, and while I cannot speak for the dev team in this regard, I know they’re aware of players’ desire for such a feature, as well. Where it falls on the “to do” list, and how it might be addressed, are details we simply do not have right now.

You’re correct. This isn’t the right forum for this, but I’m not brushing you off!

I understand your thoughts about this, and we occasionally see tickets on this subject, as well. It would be entirely appropriate to post a “buy back” or “cool-down period” suggestion in the Suggestions Forum!

Zaxares.5419:

Notsure.7028:

So ban the IP. If its a known hacker with a provable history then ban his IP. and for every one of these people that you find that you can prove that they are known for hacking and RMT, again keep banning these IP’s.

Or better yet, simply block access to china. In perpetuity. No more Chinese RMT hackers.

Sure. Punish a whole country for the actions of a few. Wouldn’t you be rather peeved if some morons from your country decided to, say, launch a Denial of Service attack on Youtube, and in retaliation, Youtube decided to IP block your entire country from visiting Youtube?

Besides, it’s well known that most hackers use IP spoof software when conducting their activities anyway. IP blocks wouldn’t really do anything to solve the problem.

I think this sort of sums it up, really. Widespread IP bans also affect legitimate players. And most hackers use proxies, so…

Poltergei.5369:

Actually I still haven’t heard anything from support as of yet. By midnight it will have been 2 days.. If I hear nothing tomorrow then I’ll post in the thread specified.

You will have been sent an auto-response and that will contain a 12-digit Incident or Ticket Number. Can you give me that? Thanks.

Lysico.4906:

My issue is that WE have to handle this for Anet.. Why do we have to police their inability to control bot (again mind you, this problem has been around since launch)..

Anet GET on the problem. Do not make us, the paying customer, have to fix the lax controls you have when it comes to botting..

The best thing, I will infracted for calling this out.. /shrug..

You are not required to do anything. Players have asked if they can help, and I’ve set up a thread that allows us to gather information that they give, willingly and with the most helpful of intentions.

We do not need to GET on the problem. We ARE on the problem, and things have improved and are improving daily.

I doubt you’ll get infracted for this, but you will be reminded — by me — that a bad attitude, misinformation, and invalid assumption make for a very poor level of forum discourse.

Let me get you some info. It’s sort of scary to know that account thieves has so many sources, but it’s also good for us to know that, too.

SECURITY REFERENCES:

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

Maggie Mylistic.3012:

What can we do about this hacking? I didn’t receive an email authorization and someone went into my account on the 13th and wiped me out. I am on the EU server and now I just talked to a friend and he was hacked (today) the same way on the US server. No email notice, no nothing they just go in, wipe you out and leave. I got my account restored but feel sure it will happen again. I cannot change my email address and I am assuming it is a simple task to find my password now that my account has already been hacked once. Please, stop the madness so we can play the game ANet. Makes me sick and have kinda lost interest. Hackers even cleaned out my Guild’s Vault and talk about a lot of players being upset “with me” and that cannot be restored either.

With all due respect, how can we “stop the madness” when the issue is brought about through personal security breaches? Our servers are fine; the game isn’t compromised, and yet you were hacked. That points to something on your side that is a problem.

If you have authentication and did not receive the emails, then that points to a compromise/hack of your email account. Someone learns your credentials — not through us — and accesses both your email and your game account. That person then attempts a log-in, an email is sent to point out the access attempt, but the hacker intercepts the email and “accepts” the authentication request, thereby stealing your account.

I really do understand how frustrating this is. And we will do our best to help you. But ultimately, your account has been accessed through the credentials, and that points to a Trojan or keylogger. I’d recommend a full system scan, and not just common virus software scanning. (In one case where I suspected unauthorized access, I flattened my machine and reinstalled everything to set my mind at ease about the security of my system and my personal info.)

Please ask our Support Team for the names of trusted scanning programs through your ticket.

It’s true that this account seems to have been compromised, and if your email is also compromised, the hacker can simply “approve” his/her log-in attempts, which may be what happened. Even if you decline the access requests, the fact is that since you’re receiving them, your credentials are known to a hacker and they must be changed immediately.

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

Poltergei.5369:

Yea I submitted a ticket before I posted, still no response currently. I have everything needed to prove I am the owner of the GW 1 account I’m trying to link.

I imagine you heard back from Support by now, and things are probably fully resolved. If this runs into three days, please do feel free to post in the Tickets for Review thread above, and I’ll look into the matter.

Your friend filed a ticket and will be helped very promptly. No need for a forum thread on this. If he isn’t helped in three days, you may post in the stickied thread above and I’ll review it. I’m sure he will be helped very soon.

I suggest that you contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

I cannot believe the account is gone. Please discuss retrieving YOUR account with Support. Pass-along, resold, or traded accounts are one of the major causes of support tickets. The account into which you invest your time and possibly your gems can be lost at any time. Please get your own account back; I really think support can help you do that. I would strongly suggest you not risk involvement with an account that you will never really own.

Well, that’s certainly frustrating for you, and I’m sorry to hear it! I suggest that you go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page. (Subject, probably “Billing,” “Payment,” or “Purchase Issue” in the dropdown.)

At the present time, guilds with the most offensive guild names are disbanded. The guild in question contained a crude reference to bodily functions. It was reported and reviewed by multiple people and there really wasn’t any way to allow the guild to remain in the game.

You’re welcome to fire up another guild, but please, when selecting a guild name, choose wisely, keeping in mind the Naming Policy and being sensitive to the vast number of different people playing Guild Wars 2.

In the future we hope to be able to use or offer other options, but that’s our only choice at the present time.

Thank you for understanding.

Raine.1394:

I must admit that the “in the future” reference is quite disappointing. The last reference was “quite soon” which I was taking as, well, quite soon. It sounds like the feature is back on the back burner. It would seem that this feature should have competed successfully for just about anything out of the 2/26 patch. Oh well.

Nothing is on “the back burner.” I misspoke back when I said “quite soon.” It turns out that such a phrase is too subjective and too difficult to define, and it unfortunately lead people to think there was some sort of implied timeframe in the phrase. I guess people took that to “guarantee” a certain month, date, build — whatever.

Saying “in the future” is more accurate and less likely to cause confusion. That is what I’ve been asked to state, as it is true and does not give as much leeway for misinterpretation as the other comment. Please forgive my misuse of the term in a previous post, and if you wish, you can read my explanation/apology for confusion, which I posted a couple of weeks ago.

First, welcome to the game.
Second, I’m sorry that one of your friends is having difficulties.

Now, according to my research, the action that was taken on his account was not in relation to a questionable name, but because the purchase raised flags about possible fraud. Please note that this does not mean it was a fraudulent purchase! It simply means that something caused a question to arise, whether it’s the credit card, a difference in the billing data, or something of that sort.

The ticket is in the proper queue and it will be reviewed soon. If for some reason your friend 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. I do not feel it will take that long at all to get this sorted out.

Thanks to you and your friends for supporting our game.

I stickied, because folks were having trouble finding the thread and believe me, the botters don’t need that thread to tell them where we’re looking.

Notsure.7028:

I had a similar problem, except that I cannot remember or find any of my GW1 account info. I have the discs lol, but no manual, and the email account associated is long gone.

I still think the team may be able to help. Have you tried?

The deepest circle of hell is reserved for betrayers and mutineers. Captain Jack Sparrow

And account thieves. Gaile Gray

:)

I cannot answer the question, but as you know, the use of third-party programs can cause unexpected issues and we’re not in a position to check them to see “Oh, this is ok” or “Uh oh, this one is bad and is causing XYZ problems.” I cannot even say that the third-party program was the reason your account was flagged. I believe others use Overwolf and because it does not intersect with the game code, they do not have problems. But it’s not something we can approve or review.

In the end, we give the benefit of the doubt, but if an account continues to raise flags (usually for botting, cheating, exploiting, or RMT activity) we will not continue to reinstate it but will go with the evidence.

Poltergei.5369:

Nothing but problems. Everytime I try to link the account it doesn’t work. It wants an email & password (obviously) but I never once logged into GW 1 with an email I always used username@plaync etc. Last year I wanted to fool around with Aion FTP and when I logged into my ncsoft master account I kept getting notified about merging & so is that the reason I’m having troubles now? I can log into my ncsoft master account no problem, I can log into my GW 1 in game account no problem, I can log into my GW 2 account no problem yet I cannot link the accounts. I have all the information necessary to make it happen yet I’m getting nothing but frustration from trying to do so. Either I’m told the email is not tied to an account or when I try to enter just the username it says I need to enter an email. Really annoying..

Hmmm.. that’s interesting. No worries, we can sort it out if you will contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Hmmm.. that’s interesting. No worries, we can sort it out if you will contact Support by filing a ticket through the “Ask a Question” tab on that linked page.For tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

While there isn’t a means for you to do this yourselves, we’re happy to help you with these changes. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Once they have verified that you’re the account owner (because after all, some nefarious sorts will try to steal an account with this sort of process), they will be able to assist you.

For tips on what information to provide in a ticket to establish that you are the account owner — and expedite the process — please read this post and provide as much as possible to expedite the ticket.

Rajani Isa.6294:

Taegu.1420:

Awesome, thanks Gaile.
Trying to have as much info lined up and ready “just in case”
Bailey, the game key is included on the email from Anet when you buy directly from them, just don’t erase the email

Copied mine to my password app on my phone – 1Password keeps a backup online so I’m not worried about losing it.

Good plan.

I suggest that you go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page. (Subject, probably “Gameplay” in the dropdown.)

I am unsure how this can/would/should be handled, but the agents will review the information you send them (including screenshots, if you have them). Thanks.