Guild Wars 2

Hello, Speaw,

Please have your fiend contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him. For tips on what information to provide in a ticket, please read this post.

Note: Please do not post a log-in name on the forums, to maintain the best account security. The name has been removed, but I wanted to explain why. Thanks for understanding.

I am sorry that you are having difficulties. Oftentimes, we find that there’s a small typo in the name that prevents its use: a forgotten capital letter; a matter of transposing letters when the password was created. No worries, the team can help!

If you’re still having trouble, 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, and to expedite yoru response, please read this post.

Also, there is a wait period between reset attempts. Give it two hours or more and try again, if you desire. But remember the team will be there to help if you need it.

Dark xZapdos.9081:

I signed into my account and it required me to change my password. I attempted to change my password and it would not allow me to do so and now I am locked out of my account. I would enjoy to play this fine game but I am not currently able to do so in my predicament. Please help me resolve this issue and I will be eternally grateful. Thank you for your time.

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.

EDIT: Ok, you guys. Thanks for the notes. I had forgotten that old cultural reference to the outrageousness of Gem (80’s, anyone?) and seriously thought someone was “outraged” about the blocking of the word Jewel. Thanks for the explanations.

Beast — “Jewel” should not be blocked. It is, and we’re sorry for the inconvenience. In many cases — like “Jewel” and “Kessex” — the issue has arisen due to faulty filter settings. I have a list of several names and words that need to be added to or adjusted within the filter. (Yep, “weed” is one.) But these changes must take place at specific times in the development/ build cycle, and I can’t get them in right now. (I know this because, ironically, I tried to get them in a few days ago.)

Words added to the filter are not necessarily “dirty words” or “curse words.” That’s another hyperbolic leap that isn’t at all contributing to this discussion. Sometimes, words are added to prevent offense to others, or offense directed to the user. And sometimes, they’re there by accident!

I will try my mightiest to get “jewel” removed from the list, as I am currently trying to get a few other harmless words removed, and as I have gotten a few removed in the past. I may create a thread in the future to ask for your input, but right now, I’d rather let everyone cool down and wait for a time when I think the conversation could be more constructive. (With apologies to those who are acting responsibly in this thread.)

Oh, FMPEvo, that did make me smile. I’d toss in favorite color, just for a Monty Python reference.

inforariot.7310:

Ty for the prompt reply , I logged in a bunch of times and it seemed to fix itself . I didn’t stay on long enough for anyone to notice because it bothered me .

Off topic: Gaile , my eldest kid still goes on about the time you spoke to him in GW many years ago with the coloured text ..2006 ish?

I am glad the issue sorted itself out. It understand it can be a bit alarming to see that, until you know it’s just you seeing it.

And also a bit off topic: That’s sweet! Thanks for sharing that. I love my memories of those times, too! <3 to him and to you for sharing.

I understand some of you are concerned about security. I strongly believe that you need not have these concerns. I sent out an email to ask about this, but again, feel that you can be assured there is no view of secure information and absolutely no risk through this process.

It’s sort of like sausage. I don’t want to watch it being made, but I have confidence it’s made properly. More info if there is anything to share.

I think you’ll find the information in this thread of value. If you learn that someone else can see your email address, we’ll want to know. But testing and player reports so far have confirmed that this information is client-side only and cannot be seen by others.

Splaytooth — was your friend able to register? We’re having some log-in server issues right now, and if he had website issues first and then ran into the server issue, we sincerely apologize for that “double whammy.”

I am hoping that he was able to log in — could you let me know? (And if he’s still having issues, let me know the error code he’s getting?) Thanks!

Dulwitch.8976:

here’s my problem since I signed up when Hotmail was still well hotmail I moved my Guildwars 2 serial number and account info into a sub folder, once it changed to Outlook it automaticly wiped that folder so now I don’t have my game’s serial number. How can I prove I own this account if it get’s hacked with out this Valuable information. Is there any way to replace it with out paying for another Client ( and I can’t realy do that)

If you need assistance in the future and cannot provide your serial code, the Support Team still will be able to help you, using other information to verify your ownership of the account. Please don’t worry — we do not rely exclusively on the serial code as the be-all and end-all of account ownership verification.

Please review this thread for an answer to your concerns. Basically, the filter is not there to protect your right to swear, it is not a “License to Swear.” You need to observed the User Agreement and the Rules of Conduct to which you agreed when you joined the game.

Note: I understand that you may be confused about where to post this sort of issue. Please, in the future, post log-in issues in the Technical Support Forum, so that the team can see that you are having difficulties of this type and look to see if this is a bigger issue than one that simply affects your account. Please include the exact ERROR CODE that you receive when you try to log in (if you get an error code).

Thank you for understanding.

Now, to the point: We are having technical issues that are preventing people from logging in. They usually receive some variation of Error Code 42.XX when they try to access the game. The server team is aware of this issue and is working on it as I write. We’re apologize for this inconvenience and will get things settled as soon as possible.

If you are getting a completely different error, one related to your password, than I invite 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 would suggest that you simply go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you with this password issue, which does not appear to be related to the server issues.

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

You definitely can contact Support without a serial code. We’re happy to help you, and will use other means to verify your ownership of the account. So 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 (obviously not the serial code, but other things) please read this post.

We are carefully monitoring the forced-password changes, and I promise you, we are seeing very few tickets. Having said that, if you do submit a ticket, I believe it will be handled very promptly, and we want to help you if you are having any difficulty at all.

Go to support.guildwars2.com, use “Ask a Question” or email support@guildwars2.com and the team will help you.

I’m very sorry for your unhappiness and do not mean to sound as if I am discounting a single person’s feelings of frustration, confusion, or helplessness. If you are having issues, please allow us to assist you; it will be best for all concerned if you have a new password and if we make it easy for you to do that!

Thank you for understanding.

Eosin.2078:

Sounds like a plan!

And if anyone sees a lost/confused Norn named Cortez Peters, be nice to him! I have already been overwhelmed by the kind players in game – mesmers helping my dad get to places he can’t jump, fractal parties carrying him through, and guildies sending him materials (as a former metal worker, he loves crafting above all else).

That is just awesome to hear, Eosin. I am never surprised by the kindness of our players, and these stories are daffodils and rainbows to me!

I am so sorry about the time you’re having to spend on this, but I admire your patience and loving kindness towards your parents. <3

For an extraordinary situation like this, I suggest the following: Submit a ticket (in your own name, with your own account details) and reference the 12-digit number of your father’s ticket as well. Explain in your ticket what you have told me here and note that we have discussed the matter in the thread and you and I are both hopeful that we can find a way to work around the issue (hopefully without yelling or bank-account checks ) in order to help your dad get the account back in his possession, with a solid password, and with a restoration, if needed.

Let me know how this sorts out, ok?

If 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. Please provide any and all ticket numbers. Also, please ask your friend to check for replies on the website instead of through email. If his email is compromised he may never see the responses.

Go to this link and open the Support Account related to the tickets. Also, he can check Spam, Junk, and Deleted Mail folders to make sure that the responses are not getting blocked.

Shiren.9532:

So I have reported a certain youtube user over a month ago

Please provide the ticket number(s) in which you’re made these reports, so that I can follow up. Thank you.

Aardwolf.6085:

Support has answered my ticket, so I think things will be sorted out now thanks..

I am glad that this got sorted out. Thank you for letting us know that things are fine now.

Judge.1327:

I linked my GW1 and GW2 accounts on the account management page, my question is do you have to have the Eye Of The North Expansion to get the benefits of the two accounts being linked together? I have all the expansions of the original GW1 except that one,

Yes. The only carryover is earned through the Hall of Monuments, which is available exclusively in Guild Wars: Eye of the North.

As far as I can tell, the support system is operating just fine. So you should go here and submit a ticket through the “Ask a Question” tab on that linked page.

If that doesn’t work, you could try submitting an email to support@guildwars2.com.

Fiontar.4695:

I just wanted to reply to the post from Gaile to point out that the blacklist is actually more extensive than was outlined in her post.

I understand, and that seems to be true. There are a nearly-infinite number of potential passwords, so hopefully everyone can choose one that suits him or her and all will be well — and more secure — in the future.

Armon.1620:

And to top it off I can’t even create a support ticket because that system is broken too.

The system is operating just fine. If anyone is having difficulty setting a new password, please Go here and submit a ticket through the “Ask a Question” tab on that linked page.

Evalissa.5169:

and I disagree.

And you may disagree, but you still must change your password.

pistolingo.1920:

I guess Smooth Penguin has a point there. Hopefully this will lead to suspending all Accounts which have names which are anagrams to any inappropriate word. Let’s start with White Shore, Whacky Shore and Pong Lenis since they match this pattern

And I am also proud to report that my account has now been suspended for 72h for use of an unacceptable name. Did I just miss the account suspension for Mitch Bassacre (I was justed asked to change the name) or are those 72h for a “repeated” felony ?

Defending poor choices by pointing at others isn’t a defense or a justification. Certainly as other inappropriate display and character names are observed, noted, or reported, they will be dealt with as well. I’m just a little surprised that someone would post “I don’t know what I did” when they have four offensive names.

You should check again. You are not suspended. Consider that a kindness and, as I said, for future names… choose wisely.

Ok, so swap the letters in the first and last names and it’s NOT a nice name so the block holds and you need to rename the character. In addition, another name has a reference to human anatomy and it has been censored as well and a third and fourth have used the “let’s be cute by switching the first letter to hide a naughty name” elements, and they have been censored. The team is looking for others now.

I would strongly encourage you to take care with your name choices in the future. Continued use of offensive names can result in a lot more than a rename or even a brief suspension; you can find your account terminated.

Edit: Investigating

In situations where a guild bank is stolen by a guild member, Support generally is unable to get involved. We stay out of guild politics, and these cases can be quite complex. Player A may say “He stole our gold” and Player B may say “I took out only the gold I earned when I decided to start a new guild.” The game logs are detailed, but they do not make intentions visible and the “he said/she said” in these situations is intense.

Guilds should screen members carefully and make sure that the people they are inviting into the guild are trustworthy. For Support to try to “right a wrong” in this sort of situation is a nearly impossible task.

Devicore.9574:

Why must I pay to change server? now I can not play with my friends who are on another server. I have characters in Lv 80 and I really do not want to delete them just so I can play with my friends. And even so I can’t play with my friends because I have deleted all my characters so I must start on new. why have you done this? And I know I have characters in lv 80, but it will take me ages to get so much gems.

Transfer fees were present in our beta tests, and were clearly stated as a provision of the game long before release. The team gave a long window of free transfers, but it was always intended that there be a transfer fee for characters to change worlds.

Some time ago I researched what other games were doing. Many of them did not offer server changes for any reason. I believe all of them had restrictions on transfers and several games had a charge in cash for a transfer. In a couple of cases, the transfer fee was $50 and players had to pony up cash because there was absolutely no means to earn the transfer fee within the game.

In the case of Guild Wars 2, you can earn gems in the game or you can purchase gems — the choice is yours. Also, you may elect to move to a world with a lower population, in which case the transfer has a very low gem cost.

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you. For tips on what information to provide in a ticket, please read this post.

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.

I do also need to point out that items disappearing would be incredibly unusual. Oftentimes, when a player thinks an item is missing, s/he has forgotten that it might be on a character or a storage box and not on the main panel or on the specific character that the player believed held the item. So before submitting a ticket, I’d suggest going through the entire account — with the storage agent and per character; all bags, boxes, steamer trunks -- to see if the item may simply have been misplaced.

Lord Yoshi.6738:

On release day, I made a character called “Ick Dass Thief”. Nearly 6 months later, I am suspended for it. The reason why suspensions are horrible is because I don’t even have any option to rename the character myself, thus either remaking it and throwing hours away, or get someone to report me for a bad name and get suspended for 3 days. How can you even endorse this kind of system?

The name — while very poor German -- does not appear to be offensive. It has been uncensored and the suspension was removed four minutes after the name was blocked so you are ok now.

kryo.3586:

Thanks for the update Mr Gray

Well, it’s Ms. Gray, but that’s ok. And you’re very welcome for the update.

But even better… Good news! After another review, we were able to find the compromise. This was a really complicated issue but when I saw some specific, newly-analyzed logs last night, I knew we had this one nailed. (Finally!) I’m sorry for the delay, but I know that several agents took a look at the issue and it truly was hard to determine what had taken place.

Anyway, you’re back in the game, the account is restored to the pre-compromise state and I believe you’re good to go. * happy dance *

Update: 18 February 2013

130210-000812 Resolved
130212-000977 Resolved
130203-000898 Resolved
130212-000892 Followed up on this today
130210-000522 Followed up on this today
121222-001887 Please review your ticket on the Support Site; you need to respond
130217-001702 It appears you did charge backs related to this account, and therefore it was closed. If you wish to continue to discuss, please update your ticket.
130208-000477 Under review by forum team
130213-001343 This appears to have been resolved on 2/13. If someone is still having difficulty, please ask him/her to update the ticket.

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: 18 February 2013

130210-000812 Resolved
130212-000977 Resolved
130203-000898 Resolved
130212-000892 Followed up on this today
130210-000522 Followed up on this today
121222-001887 Please review your ticket on the Support Site; you need to respond
130217-001702 It appears you did charge backs related to this account, and therefore it was closed. If you wish to continue to discuss, please update your ticket.
130208-000477 Under review by forum team
130213-001343 This appears to have been resolved on 2/13. If someone is still having difficulty, please ask him/her to update the ticket.

kalelmcgrif.6801:

my account was hacked and i cant get into the game . it says i was involved in money trading and i havent even been on for a while. please tell me what i can do to start playing guilkd wars 2 again. thanks.

First you need 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 find you still need help after three days, feel free to post in this thread and I will look into the matter. Normally, you will be helped in <24 hours and will not need to post here.

kraziefox.5697:

They ‘Black Listed’ all the current/old passwords … so you’ll never be able to use the old one again … I think it was a ‘blanket blacklist’ so no one (without exception) can reuse their old password …

Although I understand the principle behind this particular case (they found a huge list of GW/GW2 passwords on the net, or something similar)

Sorta close, but I should probably explain: What we found was millions — I mean millions! — of stolen passwords out there on lists of exposed/ known/ exploited passwords. When we examined things more close to home we discovered that a lot of people use the same password for everything. This means if a hacker gets your Hotmail password, he also has access to your GW2 account, your bank account, and your account over at that comic book site.

We blacklisted any password that was “out there” as a known, stolen password, so that folks would not be able to simply fall back on the old tried-and-true (and hacker-known) password but would be required to make a new password that is more secure. This has been very effective in reducing account hacks, by the way.

If you wish to change servers without a cost, you can delete every character and then change worlds. Remember there is a once-per-7-days restriction on world changes — whether free or for a cost in gems — but yes, it can be done.

The transfer fee is for characters, not the account as a whole.

I’m sorry that you’re upset about the password change, but believe me, changing passwords, even just a bit, is worth doing and it definitely beats the alternative: a hacked account.

If you like your previous password, may I suggest you simply alter a small amount of components? For instance, if your password was d0gandCat, maybe you could use DoGandCat or something like that?

We’re sorry if you feel this is an inconvenience, but the passwords you’re trying are being refused, which means you’re trying ones that appear on “known/stolen password” lists. That puts you at quite a bit of risk of an account compromise. Being allowed to keep that password, or use the risky one, just isn’t worth it when you balance it against the pain and loss of an account theft!

Just checked with Jeffrey, and this is definitely going to get fixed and at that time, you can open those chests and find your prizes.

If you lose connection and don’t see a message here in the forums or on the website, then it’s probable that the issue lies with (1) your ISP, (2) your hardware, such as the router, or (3) the Internet “backbone,” where entire regions or countries can have connection issues.

We have very, very little down time and, when possible, we post about the fact that we’re going to have down time in advance, such as here: https://forum-en.gw2archive.eu/forum/info/news/Scheduled-Server-Maintenance-on-February-13-2013 or here: https://forum-en.gw2archive.eu/forum/info/news/Billing-Maintenance-7th-Feb-5-00AM-PST-13-00-GMT.

In the first link, you’ll see we did have a period of time where players could not access the game. In the second, which is far more common, the notification is intended to tell you that you may have trouble buying gems or buying a copy of the game, but that the game itself is available.

Your find notifications in the News and Announcements Sub-Forum. You will also get info through Facebook or Twitter, but those are usually updates about smaller matters, like “We’re aware some players are having lag from XX location, and the devs are looking at it.”

Hope that helps!

kryo.3586:

Hello,

Has there been any update onthis?

I referred this for review late last week. I heard on Saturday that someone was investigating. Having not received a response, I’ve asked for one as of today.

Kraggy.4169:

Gaile Gray.6028:

While a huge mail might raise a few eyebrows in the security reviews, that alone would not be at all likely to cause you to be suspended.

Your phrase ‘would not be at all likely’ is worrying, given its implications.

I am sorry if that phrasing causes you concern. I don’t like to speak in absolutes, saying, “That will never happen.” As pointed out above, humans beings are involved in account and transaction reviews and human beings can make errors. In addition, rarely, but within the realm of possibility, a player can misdirect a mail and think we’ve taken the mis-sent goods, data can become corrupted, and an asteroid the size of a Buick can flash over Russia. Not likely, but it could happen!

So I firmly believe that things will be fine and I’m very certain that if something untoward happens, the team can sort it out.

If you are conducting legitimate trades or transfers, and if both accounts are eligible to trade, you should be just fine.

If you are still having difficulties, I really encourage you both 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 worked with a player who liked in England but got authentication requests from Wales and Scotland. One was nearly 300 miles away. The principal reason for cause if someone very distant to you, and I would not be concerned with a request for a city within a reasonable distance. If you are concerned at any time, 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.

I think 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.

Kryptik.8093:

I don’t know if this is exactly the best place to put this, but I didn’t see a better place, so sorry in advance if this isn’t the correct forum. I’m wondering what the requirements are of a Display ID (ie, Kryptik.8093 for my account). I’ve seen people with arbitrary spaces, varying lengths, and capitalization, but no unicode.

What are the minimum and maximum lengths ( without the unique .####)?
What characters are allowed?

I’m asking for validation on a guild website so that we can make contact with applicants whether they are online or offline via Mail. You cannot send mail to a n offline character name, and an incorrect display ID wouldn’t do much good either.

I could not find this information anywhere else or I would not ask the; not the wiki, not any other faq page or any community driven site. I’m assuming I should probably put this on a wiki page, if I can get the answer here.

I don’t really understand the question. If you want to send someone a mail, get their name, exactly as presented, and send away! Knowing the “ID requirements” is irrelevant; you either know the name or don’t know the name. For example, knowing that # is allowed or is not allowed in a Display Name isn’t relevant. Knowing that a name contains # is the important factor, and you’ll know that when you interact with a person whose name contains that symbol.

I can say that as far as I know, names don’t contain arbitrary spaces. One space is allowed, not multiples, from what I’ve noted.

I would like to better understand why a generic statement about Display Name requirements would be useful, if you could be so kind. Thanks.

I think this thread will be helpful in explaining what is most likely happening: https://forum-en.gw2archive.eu/forum/support/account/Password-Reset-Forcing-Me-to-Quit-GW2/first#post1383079

There is a cool-down period for security purposes, but if you continue to have problems, 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.

There is a cool-down period for security purposes, but if you continue to have problems, 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.

Glad to hear things are good to go!