Guild Wars 2

Hey all,

I was going to edit the above post and then I thought this probably merited a separate post.

One of our community peeps has told me that people may have misinterpreted what I said previously and I wanted to clear this up. (Not that I was requested to do so, but just because I feel bad if someone thinks I said something I didn’t say. )

I did not say a date.
I did not indicate a month.
I did not suggest a build.

If we said this feature was “coming in the future” last fall — and we did — I simply wanted to indicate that it is indeed still coming and with the passing of months, it’s still on the list. Dates, timeframes, and build numbers may be someone’s speculation but they do not reflect my statement. Thanks for understanding!

CS = Customer Support. Same thing.

This is not something we can address through a forum post. 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.

This thread is entirely inappropriate. There is not need for a “testimonials” thread for this or any banned player. We don’t accept them in the forums, as a point of fact. If the player is not guilty of botting, the account will be restored — it’s that simple. It substantially slows the process to have other people write posts or — Dwayna forbid! — submit tickets about this situation. Please allow time for this to get reviewed and resolved, as I know it will be.

We do not “profile” someone for his English-speaking skills, or his location. We look at account activity and a lot of other parameters before an account is suspended or terminated.

If your friend still needs help after three days — highly unlikely because we’re helping players so quickly — feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

First, thanks for buying our game!

Secondly, I’m sorry you’re having trouble. 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.

Update: 6 March 2013

130223-002513 Response sent 2/23. He should update the ticket if he did not receive that reply.
130306-000611 Response sent today.
130208-000477 Send an email today to ask that you be sent a response
130227-000512 Ownership of the account(s) is unclear; CS is unable to help further.
130222-001178 Ownership of the account(s) is unclear; CS is unable to help further.
130221-001329 Ownership of the account(s) is unclear; CS is unable to help further.

jmv.2305:

I’m posting for my friend because he can’t log in to the forums. He sent a ticket about a week ago.
#130223-002513

He was sent a response on February 23rd. If he did not receive that response, please ask him to check Junk and Spam folders, and verify that his email is still secure. He can update the ticket via the support website, if he desires.

KiMoChiiX.2589:

#130306-000611
i can’t buy a gem with my credit card.i did everything but it’s still not working

This ticket is just a few hours old, and we ask that forum members use this thread for issues that have not been resolved in three days.

I note that you have received an explanation of the situation, and that appears to be as much as the team can do for you.

Not sure, sorry.

You didn’t hear back because the last update was from the CS side. If you wanted to update that ticket, you could ask if any changes had been made. Alternately, I wonder if there’s a way to remove your CC from the accounts you so kindly purchased for your family members. You might ask IF you are not purchasing anything additionally, and the first CC use was the only use. I’m not sure what they will find is possible in that regard, but if you’re bound now and forever for a single purchase last year, they may have a way to remove that “five account flag.”

Again, I am absolutely not sure if that is possible, but do discuss with Support, if you desire.

First, sorry to hear about the flooding — I hope all turns out well.

Also, we recently added paysafe. Does that help you at all?

I am sorry for the frustration, and the best I can think of is sending a ticket to support so that they can temporary aid you in your purchases. The rules as they have stated them are true and cannot be individually modified, but I think a team member can help you with purchases.

We’ve said in the past that any configurable RFC 6238 device (physical authenticator, “dongle”) should be compatible. That is another option.

And there is the email auth. For questions about E-mail Authentication, see this post.

We offer two forms of authentication to accommodate those who do not have the mobile technology that supports the mobile authenticator. Both systems are extremely valuable to stopping account theft.

diabluz.2860:

Somehow these hackers are gaining access to ArenaNets servers. Something needs to be done.

No, that is absolutely not the case. This is an individual security issue related to you: your email account, your game account, or both. But this is not an issue with Guild Wars 2 as a whole.

If you want help,
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.

[quote=1585190;diabluz.2860:]

The person who submits a ticket should receive at least one email right after submitting the ticket to verify that we received it. Tickets are being answered quite promptly, so follow-ups in the forums generally are not necessary. If the issue is not resolved in three days, you may post in the Tickets for Review thread, which is at the top of the Account Support sub-forum.

Tup.1803:

I just wanted to ask if there was anything being done about teleporting node farming bots? They are kitten near impossible to report and it’s obvious what they are doing. Some are clothed, most I see are naked. I’d assume it would be obvious to weed out players teleporting all over the place and ban them. I’m just curious are you working on a method to weed out and ban these bots or what’s up?

We do know it’s hard to get those names, but we take out botters of this type on a regular basis and our team is looking at other means to detect them, as well.

I understand that you were surprised to see the name change, but the name was actually reported to us. We have a provision against “creative spelling” and the name — while it may have been created with good intentions — simply wasn’t something we could leave in place. Using an anagram, the name was changed.

For further information, we do not offer display name changes (or re-changes) upon request. This is a feature that may come in the distant future, but it’s not something we offer at the present time.

I will move this to the TS Forum, because I think you will find the help you need there!

Moonshain.2647:

Everytime I want to login I have to go to my mail and confirm ten bilion times that I want to login, the remember network button doesn’t even work.

Your IP is accepted as “known” in a range, but if your ISP is using broad ranges of IP addresses, you will be asked to confirm several, as the ranges get added to your list.

You may disable authentication, but I do not recommend that. If you feel you have a genuine issue with the authentication system, you should post in Technical Support and they will try to help.

FMPEvo.8350:

The best thing to do would be to create a support ticket to see if they would be willing to change it.

No, we are not able to change display names upon request. It is possible that we will be able to offer this feature in the future (for a cost in gems) but it is not something that we currently offer or anticipate offering any time in the near future.

Gryphon.8049:

Looks like the account was restored. Thanks.

At least whoever hacked it had the decency to level up the character!

An unknown “friend” in the friend list and an email change that was hopefully tracked by you guys. I suppose it’s too much to ask for repercussions.

You see? It was resolved in a matter of hours, and all is well. I’m glad to hear that.

I anticipate that the GM will take action on the hacker’s account, if the data is present that allows us to do so.

I am sorry that this happened, but I am not sure why you are upset with the support handling of this situation. We simply have no way to address personal email hacks, and no way of knowing if you were hacked and whether you have regained access to the email account and whether you have absolutely locked down security to prevent it’s re-hacking. The fact is, we cannot control the hacker’s activities once he/she gains access to your email account and your game account, but almost always we can help regain access to the account upon verification that you are the true account owner.

Please continue to discuss with Support; I feel sure they will be able to help you as long as you can provide the details that you easily should be able to provide. For tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

Szarqa.6093:

This sort of automatic banning needs to stop, there is no excuse for this.

There is no automatic banning (suspension or account termination). Every single account that is suspended or terminated has had a human review and has met several parameters that lead the agent to conclude that the account is involved in disallowed behavior.

I am sorry that you have experienced a… whatever you mean when you say “ban.” You submitted an appeal, and that’s the right thing to do. You will be responded to quite promptly.

I think these Security Resources will help you:

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.

Helios XIII.8526:

Okay thank you, i’ve resent the question form and hopefully it will be solved now
this is the reference i used: #130305-003106

Oh terrific! I think that you will hear very soon and all will be well.

MAGWolf.3970:

I updated to the new Android 2.3.4 and lost my authenticator because it factory reset my phone.

Sounds like you simply need to download the authenticator again.

I’m sorry that your friend did not receive the mail you sent him, but we can’t control your email providers. We’re good, but not that good.

I suggest you look in your “sent” folder, retrieve the mail, and send it again. Consider an alternative mail provider if you have difficulties. If you were the buyer of that account, you can contact Support to ask that they send you the transmittal email again (but you must provide ownership verification, of course).

You mention a “contact us” form. If you mean the “Ask a question” form, we do send a verification of receipt. If you did not get that, I’m concerned again about your email account because you should have gotten a reply or replies. Why not start fresh: Go to this page, start up a ticket through the “Ask a Question” tab on that linked page, fill out as much info as possible and click submit. Providing they get the info, 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.

linfurong.9032:

Gaile,
The name in questions is on my account. Thank you for answering and looking into the situation. The issue may have been rectified on your end, however I haven’t recieved any e-mails confirming it and I haven’t seen any opportunity to change my character’s name back, although it’s possible that I’m just not looking in the right place.

I’m sure it seems silly to others, and I get that many people play the game for the lore and want names that fit, but I’ve grown very attached to the name and the character I built on it, as I’m sure there are many other players who are attached to their more serious names. I get that there have to be naming rules, and I’m not trying to get rid of them or around them. I originally tried to make an Asura named Britches because I thought it was a cute name and Asuras are cute to me. I wound up misspelling the name and it was on a friend’s account, but playing that character is what convinced me to buy the game myself, and I wanted to keep it.

If you feel that you wish to rename back to the britches name, could you please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Explain that your name was censored and then uncensored and that you would like the character “flagged for renaming to the original name.” They can contact me if they have questions; I’m here to help.

Charr Guardian.1497:

Charr Guardian.1497:

Charr Guardian.1497:

There’s 2 active mail spambots RIGHT NOW. Please, shoot them with an asura megalaser or something.

1.MAP AND LOCATION: Divinity’s Reach, at the royal palace entrance, next to Seraph Tinkerer [Repairs].
2.WORLD: Borlis Pass
3.DATE, TIME AND TIMEZONE: Right now. 12:00 a.m. GMT -6, February 25

The two accounts responsible for botting are still active within the city. I can provide character names, but I know that’s not the purpose of this thread.

You literally can see a mail pigeon flying by every 2 seconds, and they both exhibit these bot lag/warping issues. They don’t reply even if they seem active, and the mails they send/receive do not stop.

These two guys have been dealt with, but another 2 took their place. Also, they’re in the same guild as the ones that have been erradicated. Is there a specific way to report this kind of botting issue? I have the feeling that investigating their guild would turn up a lot more bots, possibly an entire network.

You know, you have such specific and detailed info, I don’t think the in-game system (or this thread) will really be effective and halting their nefarious activities. Would you mind submitting a ticket? In that system, you can provide map, location on map, time (and time zone), plus all the character names you wish, because it’s private communications. I think that would be the way to go, if you have the time to do that.

Thanks!

Both solid suggestions, thank you.

Update: 4 March 2013

130301-000580 Resolved
130208-000477 This is a forum issue; please discuss with the moderation team.

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: 4 March 2013

130301-000580 Resolved

AmFah.5974:

AmFah.5974:

hey,

i cant send emails atm so i asked the support something about the forum.

130208-000477
Updated
02/07/2013

still waitin for an answer :0

This is a forum issue and must be discussed with the forum moderation team.

I’m sorry, but no one is required to use four random words. Let me give you some resources to explain (and welcome to the game!)

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.

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.

It is probable that we will not offer changes to the Display Name. If we do, it is some time distant.

Character names are coming relatively soon.

Please note that log-in issues are very seldom related to accounts. In situations like this, it’s best to post in the Technical Support Forum, so that the folks who monitor that forum will know there is an issue, and so you can see their responses to other similar threads. I will move this now.

For your assistance, the wiki page on Error Codes can be very helpful!

I discussed this with the team, and there was some concern about Nuglet. (Not a lot, and I personally am not concerned, but overall it was reported and there are a few references that point to it not being too great.) We appreciate that you renamed the character, just to avoid someone reacting with concern. As you mentioned, you were not suspended, and that’s fair. Thanks for understanding.

Drug references are disallowed, and there are very few people who don’t understand “herb” is a very commonly-used reference to marijuana. Sorry, no. Change the name and you’re good. You also were not suspended.

Remember to rename with wisdom, as a second name block will result in suspension.

I do agree that it appears your email is compromised in addition to your account. I suggest you do a thorough system scan using updated security software. If you need other tips, you’re welcome to contact our Technical Support Team.

The suggestion to wrest control of the account and remove the approved networks is good, but it may be only a stopgap measure if someone can still access your emails. You need to sort of “go back to basics” to make sure everything is clear.

Dirty Dog.9760:

I also have had multiple login attempts. Infact i reinstalled this game not only an hour ago to find that they had set-up an identity on the game of their own.

A character named “Week Sey” level 80 Norn Warrior. The hacker had created.

I intend on playing again but it is telling me that the account is already logged in from another client elsewhere. (I’m assuming the hacker is on my account as I type this)

He must have already been notified that I changed the password and has already figured it out.

Any help is appreciated.

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.

Fezzick.6832:

I might keep it if the range of IP addresses it kept as a ‘known’ or remembered network were wider, but as it is I’ll often have to wait up to 30mins (or more) before the e-mail is received (in gmail), by which time the login attempt has timed-out.

All that means is I wind up extremely frustrated with the simple process of logging in. Having been around authentication systems for 20 years+ now and having had to wait to respond to an e-mail for these sorts of authentications it is beyond my comprehension that it should ever take more than 20-30 seconds for these e-mails to appear in my Inbox.

Certainly I cannot be alone in having previously disabled the e-mail authentication simple as a matter of making play-time possible?

That does sound frustrating! The email is generated immediately, so I’m really surprised to know it takes 1/2 hour to reach you. I don’t think I have a solution except to say that each time you approve an IP range, it is decreasing the likelihood that you will need to authenticate again. So it may be a bit of “short-term pain is long-term gain” because your account really is more secure and you won’t be authenticating repeatedly.

I wonder if you could ask your ISP why your IP address is changing so radically. It seems odd that it’s completely outside a reasonable range of IPs.

If you delete all your characters, you will be able to transfer the account without a cost in gems.

We do not send copies of the game. We sell only digital versions of the game. Could you explain in more detail what you mean?

Also, in order for me to follow up on a process review, can you please provide me with the 12-digit incident or ticket number related to your contact with our Support Team?

No, we did not “resettle” characters or accounts. I think you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I think your account may have been compromised, 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.

Andrei.9438:

Is there any way to change worlds for free? I’ve read something around that deleting all your characters will actually make the account like brand new. Is that still working? I really want to change the worlds without paying.

Honestly I really think that’s not a thing to pay for on any mmo or any game.

Yes, you may delete all your characters and change worlds without a charge in gems.

And just FYI: Some companies once charged $50(!) per server change, so the GW2 charge — payable with in-game currency — is pretty kindly.

Very sorry this happened to you. It’s usually the Evil Little Brother Syndrome™ not the Evil Little Sister.

Account restorations are for account compromises only. We don’t do a restoration — which takes a considerable amount of time and effort — to reverse accidents. Too, your account security belongs to you, and leaving the account at risk of intrusion was a costly learning experience. We’re sympathetic, and we’re dedicated to helping players, but we cannot replace the laurels.

We are currently building additional guild tools, and the “auto-promotion” feature is one of those systems we hope to have in place quite soon.

I’m sorry for the inconvenience, but this is not something we can do. And no, we will not reopen a terminated account to allow someone to reset guild roles.

To do this, 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 don’t follow “American” cultural values. We try for _global_cultural values. That means that what plays in Peoria may not play in Poland, and we therefore try for the more sensitive levels.

Guild Wars 2 players come from around the world, from different cultures, nations, ages, genders, political and religious persuasions… Try for a more global view and take the first infraction as an opportunity to better understand our standards, which I assure you are reasonable.