Guild Wars 2

Correct. The email account will be accessible via a different URL. Please check their site for more information.

You said, in open chat, a horribly offensive and racist comment. You might recall, the comment about hating a certain race?

Your suspension was not an error. You were not suspended because someone reported you, but because you said what you said. Your suspension was entirely appropriate. No you may not speak with me, because there is nothing for us to speak about.

Serve your time out, and never, ever, ever spew racist talk in the game.

Updated: 12 March 2013

130309-000603 Resolved
130208-000477 Resolved – thanks for posting!
130308-001310 Under review
130304-002028 Updated today
130309-001102 You were not charged for the game. You need to purchase the game and add the serial code to your account.
121229-001169  Final answer given in December. You have submitted a dozen tickets, but the account was closed and will remain closed.

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.

Updated: 12 March 2013

130309-000603 Resolved
130208-000477 Resolved – thanks for posting!
130308-001310 Under review
130304-002028 Updated today
130309-001102 You were not charged for the game. You need to purchase the game and add the serial code to your account.
121229-001169  Final answer given in December. You have submitted a dozen tickets, but the account was closed and will remain closed.

You received a response today.

If you guys are having difficulties setting a password, or if you were hacked, you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. 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.

I think these folks have said it all.

Yes, please do 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’ve had three different names censored in the last week. I don’t mean to insult you, but the first flag would have served as a warning to most people. And the first bad name did not result in an suspension. (And was it offensive? Yes, definitely, and there’s no way any of us believe it was innocently used.)

The second resulted in a few days’ timeout. The third, pretty much immediately after you got back into the game, shows the “escalating suspension system” in action. Please be aware that this isn’t a situation where we’re willing to play “Whack a Mole.” If you are suspended again, your account may be subject to termination.See the Naming Policy: Naming Policy. All explained in clear language in the Conduct Breaches and Outcomes document.

We’re determined to keep the game pleasant for players as a whole, and you need to do your part by choosing a name that is not offensive.

You were never suspended. As explained by our agent, you may have been momentarily removed from the game as the name was censored, but you were never given a suspension.

Lesson learned: In the future, choose wisely.

As we say, "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. "

Please read this post: https://forum-en.gw2archive.eu/forum/support/account/Required-Password-Change-Issues-merged/first#post1622672

Please update your account to use a complex, unique (used nowhere else) password. Someone has your credentials now, and that’s not a good thing!

Do not accept those requests to authenticate or authorize those locations, of course.

No. You need to check your email now, since you JUST were sent one.

We are sending these out. If you’re not getting them, then please check Junk, Spam, whatever filter you may have in place. I promise you that thousands of people a day get our emails, and that they are being sent to you.

Thanks for the report. I won’t ask you for the details I would need to verify that the account was actioned for botting, but if the person was doing it, I’m confident that the player will be assessed and the appropriate action taken for the situation.

And yes, I agree — leveling is part of the game. There’s no reason to, and every reason not to, cheat to level up. It’s like fast-forwarding to the end of a movie. Who does that?

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.

Please ask her to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist her get onto her account. 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.

130218-000448 — the team responded the day you contacted them asking for additional information in order to help you. You never responded.

130307-000470 — the same. You must give some information to prove you own the accounts. We cannot responsibly turn over an account based only on a request, I’m sure you appreciate that!

I have updated the older ticket and sent it out to you. Respond with whatever info you can provide and the team will help you!

It was very clearly explained to you. You were reported and an agent made an error in mis reading your comments, which s/he believe pointed to sales of in-game items for real money. That was not the case, and when you wrote, the team examined the situation and released the account.

It was a simple human error for which we apologize.

I am sorry you guys are having this problem. And I’m baffled. We seem to have identified a few issues, but I don’t think we know all that is going on.

Here’s what I learned (from one of our producers, who is helping analyze this situation):

“From a content and UX perspective, the way these error messages are displayed is very confusing. Your eyes are drawn to the red error message below the field, not the wall of text above it. I totally missed the words “Unavailable Password” in front of the paragraph of text.

It sounds to me like the error at the top is telling them that they’re using a password that has been used in the past and we won’t let them do that. The error at the bottom makes it look as though their password doesn’t meet the length requirements.”

Having said that, I don’t think the above applies to some of you guys. I like Arknin’s suggestion to change the password through the profile. We’re not happy to send you to a broken page, and we’ll get that fixed. And you can always petition Support for help — which is coming very promptly these days — 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.

Thank you for these reports (and I may merge in other posts to this thread, to keep things tidy). Note that you should:

• Look for the message that says the password is disallowed
• Note the 8+ character limits, but heed the other messaging on the page
• Always feel free to reach out to support for personal assistance
• Have confidence that we’re going to work on this until it’s fixed!

Thank you for your patience.

You are really quite mistaken about what happened. Every account is reviewed before it is suspended or terminated. You were not blocked by any sort of automatic “system.” Your account was flagged because your activities met several parameters that point towards RMT-like or bot-like behavior. After those suspicious “flags” were raised, a human being reviewed the data and concluded that the account was engaged in disallowed activities.

I cannot give you the details — for instance, “what exactly did I do that raised the flags?” — but I can assure you that you were not automatically actioned based on a single thing, and an agent truly did review the details.

Nor were all the responses you received sent by a bot. The first response is an automatic response, and it is marked as one. After that, you’ve been talking with another human being about this situation. I am quite confident that the agent did explain that the account was suspended in error, and I believe he or she would have apologized for the error. If not, I offer our apology for what took place.

I understand that the number of account actions in a single days is about 99.75% accurate. And while it’s frustrating to be in the tiny portion of players who are actioned in error, the overall effect of the system does remove a lot of RMT workers (with their related account thefts, gold-sales spamming, and damage to the economy) and a lot of botters (who impart their own damage on the game economy).

If you want to provide your ticket number, I can review this matter as a point of training — to see if the team can do anything better. But end of the day, you’re back in the game and that’s a very good thing.

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.

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’d like to try to help. Can you tell me the 12-digit incident numbers for the tickets that you submitted?

We cannot merge your two accounts — it’s impossible to do so. However, we can help you enable the first account you purchased that you were unable to use, or at least explain why you weren’t able to use it. If you have the ticket number(s), great. If not, please email support@guildwars2.com and provide the new number n the Tickets for Review thread, which is at the top of this Account Support sub-forum. I think can look into this for you.

Katz.5143:

Best thing to do is try and earn gold to exchange for gems to pay for a transfer.

I agree. World transfers were free for a limited time (which actually extended several months). However, we announced that a transfer fee would be implemented several weeks before the gem fee was put in place. Our hope was that folks who wanted to move would do so in those intervening weeks.

The gems are something that you can earn in the game, so that may be the way to go.

cambo — did you figure this one out? Usually these issues come down to a typo, either with the access attempt or with the initial creation.

If you still need help, feel free 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.

We cannot move items, nor are we able to refund karma or laurels. Account restorations are performed only for hacked accounts, so the information you’ve received in this thread is accurate.

The item does explain that it is Soulbound on the description, and I’m sorry that you missed that. I don’t anticipate that changes will be made to the purchase system, but that is perhaps a possibility in the future.

If you go to account.guildwars2.com and then click “Security” you’ll have the option to add authentication.

You should be good following the instructions on the page for adding a new code. At that time, you’ll get the special items.

Thanks to you and your family for your support of our game!

Carbine.4706:

There is no phone support. If there was, I can almost guarantee you would be on hold for hours(6+).

Not six hours, but we did find that the hold times were far too long, and that’s one of the reasons why we do not offer phone support. You’ll note there’s a ticket in this forum where a player’s issues were resolved in about 25 minutes. Take heart! I believe you’ll be helped very soon.

It’s really nice of you to write, Derek, and I’m so happy that you were helped, and quickly, too!

White Wolf’s input is correct. That should help you add the code.

I am sorry that happened. If you can simply update the ticket and include a note that the account is still blocked, the team will double-check to make sure access is re-enabled. (I believe it was probably locked down to prevent as much havoc as possible from the account thief.)

And welcome to the game — I hope you both have many happy experiences!

We don’t have a means to replace karma or laurels — or a few others things, of course. And policy prevents us from allowing some “do overs” because the risk of damage to the game economy would be great. However, the agent who responds to your ticket will have the latest information and will provide that to you.

I believe we’d like to examine this one. Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

We believe that folks are seeing the warning about 8 letters and thinking that it is an error message. The error message will appear above, and it’s much longer, I am told.

We definitely want to help you (and remove the confusion that our messaging may cause). Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

You’ll need to verify that you are the account owner. For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

SP’s suggestions seem solid to me. I don’t know exactly why you need that information — we can work around it to verify account ownership, and even a date that is close to the date is fine — but you may be able to find it through the suggested means.

You will always get an automatic response when you submit a ticket. If you did not, perhaps our responses are going to your Junk or Spam filters, or perhaps the ticket was not properly filed. Please try again — we want to help you!

We’re asking that you change — and preventing the use of hacker-known passwords — for your security. I’m sorry that you’re not happy with the process, but I’m sure you’ll think of something that works, is secure, and that you can easily remember, too.

Thanks for understanding.

You will always get a response from us. An auto-response at first, an agent response later. I suspect your contacts are not going through. Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

Since his account was suspended, please ask him to submit a ticket as well.

The team may be able to help. Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

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.

Yay, I was just coming back to post that!

Glad it all sorted out well for everyone.

Arc Angelus.2109:

Hi, I am currently in the UK playing on an NA server.
I am just making sure I wont have any problem playin when i move to america on Sunday?
Thanks.

There should be no problems whatsoever. Good luck with your move!

Lucifer is disallowed, as is Satan, Buddha, and Jesus. Clearly disallowed in the Naming Policy. The name — because it was a display name — was changed by a customer support agent. (We have not tool to allow a player to change a display name, even if it is censored.)

I’m sorry if you are unhappy, but I happen to think your new name is much more creative and cool than your old one. If you would like more information, please see this thread.

That’s not an error that you’re seeing, that’s simply a message that is part of the UI.

Both of 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.

What we find in most of these cases is that someone typo’d the name of the recipient and someone else got the gold or items. You can file a ticket with Support, but I do not know that they will be able to help you with this.