Guild Wars 2

I sure understand how disappointed you must be. It is precisely for this reason that the Trading Post was developed. The fees are small — consider it “transaction insurance” if you will — and for items of this magnitude, isn’t it worth being sure you’ll have a successful and pleasant transaction.

I am sorry you were scammed, and I strongly encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please report this player, so he/she can be stopped from harming other players. We cannot and will not get involved in these incidents in the sense of retrieving the items, but we will take action to protect the community and mete out the sort of outcome that a cheater so richly deserves.

Again, I’m sorry that someone did that, and please use the TP in the future.

Ludacrits.3857:

After making a “few” gem purchases today, I was then told I need to provide verification before I can make a purchase. Both of my purchase methods have been blocked. You really leave no way to provide this information except for a ticket, which I have started but of course, no response. This is really irritating. I understand why, to make sure someone isn’t making unathorized purchases but you really should have a better way for someone to provide this information so they can quickly do it and be on their way. Can someone plz look into my ticket. Thanks.

I bet you have been answered, but if you want to provide the ticket number I’ll review as soon as I am able to do so.

Try logging in directly through “My stuff” on https://en.support.guildwars2.com/. I think that will get you in. Alternately you could email a new contact to support@guildwars2.com, but I’d suggest the first option first.

Guys, we have a display issue that is causing some concerns with a promotion going on right now. That’s not to say this will address every issue in this thread, but for those trying to buy the game, please read on.

Here’s the official wording that players should be able to get if they use “Ask a Question” about this:

The Order Summary is slow to update when there are changes made. The promo price will appear on the “Order Summary” once you enter all of your credit card or PayPal information in the fields provided.

Promo Sale offer applies only to Digital Edition and Digital Deluxe Edition purchased through buy.guildwars2.com from 7pm CET (10am PST), 22nd February 2013 to 9pm CET (12pm PST), 25th February 2013.

So I think you’ll find that you do get the promotional price. But of course, I’d 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 with any individual issues you’re having, and the turn-around time is pretty quick these days.

If you sent a ticket, I think you’ll be helped really quickly. Provide your 12-digit ticket/incident number here if you want me to take a look at it.

I really believe the team will make this happen for you and your friend, WalkingMyles. You wrote them early in the morning (US time) and they’re turning around tickets very promptly these days. If you want to provide your 12-digit ticket/incident number I’ll take a peek.

So I found out that this is a “display bug” and I’m told you should be able to purchase and although it’s showing the wrong price, you should be charged for the sale price.

If you find that you’re not charged the sale price, please do let us know and we’ll get that sorted out.

This is definitely on the to-be-fixed list!

I think you’ll hear back really soon. Restorations are one of the more time-consuming issues, because they involve a lot of research to verify the right restore point and of course to verify the compromise and mete justice on the hackers. I believe you might find this is all wrapped up by tomorrow, if not today.

Thanks for that. Just FYI: queues are very low right now, meaning I think you’ll get a response quite soon.

Hey there. I relayed this thread and the older one about disappearing nicknames, and we’ll hope to get an update on those mysteries soon.

I sent out an email immediately upon seeing this, and we’re working on the issue.

Thanks for your kind instincts in buying the game for a friend. I hope we’ll have this addressed very soon!

Just forwarded an email about this. And a kind programmer responded that this was identified and a fix was developed that should go live next week.

In the meantime, one remedy that really does work for some people is to log completely out of the game, at which time a fresh log-in seems to kick-start the store, too. But again, a better fix is coming in a matter of days!

Can you get that 12-digit support number? I’ll review the ticket and ask for a response today, if it’s possible for the team to do that.

Sky.7610:

Gaile Gray.6028:

I do not believe that the items or gold will reappear. But… can you let me know? I’m certainly interested if things don’t work as I believe they do.

Sure, i will let you know the result once the agent restored my account. But i do hope your wrong tho.

Of course you do. Rascal.

I do not believe that the items or gold will reappear. But… can you let me know? I’m certainly interested if things don’t work as I believe they do.

Steppingwolf.3041:

Thanks again Gaile. I’ll make sure their computer is clean too. And I switched his account to one of my emails so I can monitor it more closely for unauthorized log-ins.

Dad says thanks too! Here’s a picture of us in Lion’s Arch:

Yaay! Thanks for the post, glad to be a small part of a family reunion.

wearestarrdust.8234:

Card Approval Failed using multipule cards. Put in ticket but I’m not holding my breath for a quick reply – thought this might work better. I am unsure how to find the number associated with the ticket – sorry. I definitly have enough money on both cards I tried, and I have not spent very much this month so it should not be blocked for that reason. Have been unable to make a purchase for over 24 hours now. Hoping it will be resolved tomorrow but I have heard these issues can go on for weeks! I really hope this is not the case.

It’s a 12-digit number, often called an “Incident Number” that beings with 13. It should be on one of the colored bars in the ticket response. With that info I can review and see what’s happening with the ticket.

Thanks!

ArtemisEntreri.4138:

Card approval failed. Ongoing issues since game was released. Appreciate a permanent solution to this so I can invest in your company.

#130221-000492

Thank you for your desire to support the game. As one of our team members told you, you’ll need to contact your CC carrier (bank, other institution) and once they clear this, you should be able to make your purchase. We have cleared you as much as possible on our end, but the bank owns the final function.

I just checked with the team, and this is the first time we’ve heard of this happening. I note that you wrote this ticket quite recently. Could you give it a bit of time to right itself, and update, perhaps tomorrow, if the situation continues?

I apologize for using you as a “guinea pig” but this one is new to us, and we believe that it may simply correct itself in a few hours, or with a fresh log in.

Thanks.

The team will help you as soon as possible. I’m sorry that you’re going through this, and glad you’ve updated your password.

The Authenticator, by the way, will only ask you for authorization if there’s an attempted log-in from a different location. Once your home is added to the “white list” then you won’t be asked to authenticate again.

I think it might be good for you to contact Support just to figure this out. Could be a Technical Support issue, but it may be somethign else. You can file 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.

I see these sorts of situations in the Gem Store thread, stickied above. I’ve done a review of half a dozen tickets there, and all of them have gotten a very prompt answer. So 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.

Since you submitted a ticket — which was the right thing to do — please allow the team time to review the issue and respond. Thanks.

Eosin.2078:

Thanks everyone for the kind words. And thanks Gaile for staying on top of this. I just called home and dad was cleaning his aquarium – you have to be super bored to do that chore! So does that mean he doesn’t have a problem with his computer or got hacked?

And Desova, I thought about botting false alarms too. I know that dad has a daily routine of collecting mats after he eats his breakfast and then he likes to craft after lunch. He was so excited that he just sold something on the TP for 4 gold that he crafted.

And just an FYI: despite linking this thread to our tickets, the GMs didn’t acknowledge that I’ll be signing into his account from another location. They just send the usual canned message, which I was already prepared for. So I really hope the log-ins don’t cause a second problem.

Response Via Email (GM Roland) 02/22/2013 03:51 PM
Hello,

Thank you for updating us on this issue. I understand your concern about your father’s account. I am still not able to discuss details about it with you, but I will request that the issue is reviewed again for accuracy.

Regards,
GM Roland
NCsoft Account Admin Team

Two of my associates were just discussing this and there is no evidence that the account was hacked from our perspective.

Annndddd… we identified a bug specific to this review. Apologies for that — it was good you got in touch, because while it was specific to this review, it’s good to know about the bug, anyway.

We’ll get this righted today, and he should get an update in the next few hours informing him of the account’s reinstatement.

HollowDean.5134:

I have a question for users who want to buy gems with CC, and get “Card Approval Failed” error message. Did you get your CC in your country, or did you get it from another one?

If the credit card does not come from the country in which it is being used, it can cause a lot of “potential fraud” alarms to go off. So your question is reasonable, because in those cases, the player will need to discuss the matter privately with Support so they can assess the situation.

TheMock.6527:

Tried to pay gems with Paypal, got “An error occurred finalizing your purchase” #130221-001329

Neihn.8964:

Everytime I try to purchase gems. I get parse errors after clicking confirm. Doesnt matter if I use a CC or Paypal. I sent in a support request (#130222-001489) but not sure if I will hear anything until Monday now

A team member is reviewing, as you saw in the update. I’m hopeful that this will be resolved, and don’t worry, we have a team working in Payments and Billing, so the weekend should not be an impediment to resolving this!

Warduk.5289:

Hi,
I bought a Riding Broom in Gem Store about 3 weeks ago, the gems are missing and I still didn’t get my broom. I would really appreciate getting my reward…
Regards,
Warduk

I think this can be resolved only by your contacting Support. If you have not submitted a ticket, please do so by going to this page and then filing a ticket through the “Ask a Question” tab on that linked page.

Any time that you reach that frustration point, it’s probably best to “call in the professionals.” That fact is, Support really wants to help you. So please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I do believe in each of these cases they will be able to assist you.

For tips on what information to provide in a ticket, please read this post.

As you can see, most of these posts were from months ago, and just a few from recently. I think in this situation it’s best for 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.

I suggest you simply email Support@Guild Wars2.com in this case. This should generate a ticket and you then can respond via email.

Plesae contact Support directly 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.

Don’t despair, Eosin. We’re taking another look!

Elquin.9016:

Sent my support ticket in earlier today and they reversed the transaction quite fast. I was surprised. It sucks that it doesn’t tell you in-game that the limit is 8 from the tool-tip, but I’m more than happy that the process to get my refund was so painless.

Thank you for updating — it helps when players see that submitting a ticket works, and works quickly.

I believe that Emissary is correct and that the email address will not change, but if you do need help in the future, simply contact Support and they will lend a hand.

Yes, that’s great, Desova. The team will be able to review and resolve as appropriate. Thanks!

I have reviewed that three three times and I just cannot see where Jeffrey stated a specific date. That date could be accurate, and he may have said it, but I cannot see it to confirm.

Could you point out that exact post to me, please?

If you cannot use the slots, please go ahead and – yep, I’m going to say it again — contact Support by filing a ticket through the “Ask a Question” tab on that linked page. The team will be able to assist you with this!

We definitely will refund this charge if it’s unauthorized! 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.

If you reported them in the game, that should take care of it. If you’d like to provide a more in-depth report, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Time, date, character name(s), will help with that report.

And we review the chat carefully and unless you were “egging someone on” with inappropriate chat on your side, or unless you lost your temper and engaged in offensive chat yourself, it should sort out just fine.

Dietrichw.6072:

My Account was hacked and I got control of it again and disconnected their IP but the hacker changed the world from Gates of Madness which my guild and friends are on. All I want is to be able to play with my friends again and play WvW on Gates of Madness with them. the hackers character Nishiii is still there as proof and he never touched my character Dietrichw

I hope that you secured your account with a new password. If in doubt, contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you with securing the account and, if needed, with a review for a restoration (if your items were stolen).

For tips on what information to provide in a ticket, please read this post.

This is a temporary situation. I’ll see if there’s a timeframe for it to be re-enabled.

Num Nutzo.9056:

I have question. Are you guys aware that botters are botting the Gathering Nodes? I mean there leaving all there toons on individual nodes and logging in and out on each toon every so often to gather them. Now i know some people do this normally but i also Know theres a great many botters doing it also. I don’t like farming the same events over and over so i travel through all the maps doing events i come across only once, Doing the Jps, grabbing chest and any gathering node along the way. I see so many toons appearing and disappearing on the nodes i come across in all the maps not just one. But i will say the most notable map i see them doing this in is Dredgehaunt Cliffs. I Always see at least 5-10 toons appear and dissapear before im done with that map. I was just in that map a couple days ago and noticed the botters bot program was glitching out. The same toon kept logging in and out over and over and over. The problem I had it was so fast I couldn’t left click the toon right click the target display and then select the tiny report text before he logged back out and the target display is lost. I still have this same problem with the rest of them. There only logged in for 2-4 secs, long enough to gather the node then there gone. I rarely fast enough to get the report screen to come up before they log off.
Now before you blame the culling on what I’m seeing, I was seeing this long before culling was being adjusted/fix.
I guess you guys have 2 new problems to tackle. Same node farming and how hard it is to report a toon that is only logged on for 4 secs.

Hi there. Thanks for this post. Yes, we’re aware that this can be an issue, and we have a means and are adding means to address this particular situation.

Just an FYI: If you can report even a character name, that’s more than enough. You do not need to struggle to try to find the display name — character name is good, too.

Thanks for the helpful suggestion, Nefera, and for the words of support, Ashlar and Michael.

Eosin — do keep me apprised of this situation, ok? Just a quick post will do, but I want to make sure everything works out (as I am sure it will).

Glenolas.4832:

I’ve been in the game for 2 weeks now, and this message appears every day for myself and my 3 fellow players. It’s on about a 24 hour clock, it seems like. It’s irritating to have to log out of the game to reset it, and the normal overnight logging out doesn’t seem to affect it’s coming back daily.

The message in the second image? The page not found message? (I’m gathering info on this so I can share with the team.)

Thanks.

I believe you can make at least some of the changes you desire through this page: https://account.guildwars2.com/account/security. It’s true that changing a log-in name — such as [name]@[isp.com] will require help from Support.

But can you please let me know if you are able to accomplish at least some of what you intend on the security page? Thanks.

And I apologize for the inconvenience. If you decide to submit a ticket, post your number here and I’ll follow up. I believe you’ll get really fast help with this. (I know how it feels to decide to make a purchase and then get a “None shall pass!” situation!)

digitalghost.7891:

i keep getting the message saying that my credit card info is invalid, even when written exactly correct. I have tried from 2 different IP addresses, literally 3 different credit cards and even called my bank just to double check. they said that it wasnt an issue on my end and my credit cards are fine.

Were you able to purchase? If you submitted a ticket, may I have the number so I can review the situation?

Trendy Ideology.1034:

On numerous occasions the ingame currency purchasing system refuses to proceed with the final payment options, the button to continue with both a CC purchase and a paypal purchase remain greyed out.

I don’t think I need to elaborate on how thoroughly unimpressed I am that the company can’t even manage to accept my money when I’m trying to literally throw it at you.

Yes! We’re unimpressed too, because we would like to — and should — accept your money!

Are you getting an error message or does the purchase simply not complete? One tip I learned from a player was that you should select the little icon for your particular credit card. There are several tips in the Gem Store thread (stickied above) and I can’t remember them all, but I do know that our support queues are very small right now and if you want to contact Support by filing a ticket through the “Ask a Question” tab on that linked page, they will be able to assist you.

Alternately, if you have submitted a ticket, may I have the 12-digit number so I can look into this for you?

PLOP PLOP PLOP PLOP PLOP PL.1234:

A few questions….didn’t want to start a new topic.

What if I already reserved a name by creating a level 1 character.
How would the name change work then?
Do I have to delete the level 1 and wait 24 hours to name change?

What if I want to swap two level 80 character names.

Hopefully, I don’t have to delete any characters.

For a rename, you pay for the name change and are able to change the name on the spot. With Guild Wars, there is no deletion or waiting period. I believe that will be the case with GW2 as well.

As for swapping names, it gets more complex. Let’s wait for the feature to come out to learn how that would work.

As far as I understand it, the blacklist contains both known (publicly-exposed) passwords and previously-used passwords. The point is to get something altogether fresh and new.

Gregbomb.1602:

In the event of guesting to another server, I had mistakenly chosen to permanently transfer to said server. This transfer was made about an hour or two ago. Is there anyway that I could be reverted back to my previous server and have the gems refunded that were spent?

Stupid mistake on my part but my assumption is there is some potential rollback for events like these.

I am sorry, but once a transfer goes through, it is final. The only way to remedy that situation is through an option that seems viable only for new player: the player may delete all characters and choose a new world. (The best way to think of that is to look upon it as transfer fee relating to character transfers, you see?)

However, in the case of an established player, deleting all characters is really not a viable option, so waiting the 7 days and choosing another world is the best course for that player. Keep in mind that worlds with lower populations have a smaller transfer fee, and that gems can be earned through normal gameplay.