Guild Wars 2

We are very careful in reviewing these situations and there are few cases that end in error after a second (sounds like maybe even a third) review.

I have inquired about this one and await input from the team. If you can provide any ticket numbers related to this case, it would be helpful.

Usually the email is sent immediately. I would recommend that he first check Junk, Spam, and delete emails, and then if there is no confirmation, he contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him.

Beorn Saxon.4762:

I’m trying to come up with a guild name for a dungeon speed clear guild. I decided on ‘Tyrian Token Collectors’ and get the error that it is an inappropriate name. Why!?! What exactly is it picking up as inappropriate? QQ.

Some NPC names are blocked to prevent confusion. I don’t think that’s the case here, but I cannot say for certain why the name is disallowed. There are millions of possible great names, so if you can just choose another one, that’ll be great!

You will not need to re-install the game to update an accout. The DDU serial code will “layer” over your SE code and give you the in-game benefits. If you want a second account, then you will not need to re-install, but instead should create a second account and of course they can use the same game installation on your computer.

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.

Inko.5012:

Ticket number: #130212-000977
Updating e-mail…

Support responsed on the 12th asking for information that will verify ownership of the account. If you or the player could please respond, that will get things moving forward.

igorchagas.3746:

hello, my account was locked for some reason I do not know. Always when I would log another ip had said that I would give logged into my email to authorize dai ta umdia appeared that blocked what do I do?

This thread is for following up on tickets already submitted to Support at least three days ago. I think you need to submit a ticket. Do do that,click here and then go to “Ask a Question” tab on that linked page. Fill in the form and submit it; the team should be able to assist you.

sionbarzarhd.7982:

Ticket Number: #130210-000812

Me and my girlfriend stopped playing Guild Wars 2 around the start of January, maybe mid. We tried to get back into the game but every password we used for her hasn’t worked. We tried to ‘reset’ the password but no emails go through or I get the common “Error Contact Support” when trying to reset. Please can you manually reset her password or something? Been waiting 3+ Days. :< Thank you.

I am not sure yet, but when I checked the ticket it looks like it was closed. I just reopened it and assigned it to the team who will help you. I am sorry for this, and I’ll follow up to make sure it’s attended to.

FaythArcana.1790:

Thanks Gaile, I got a prompt response from support and they don’t seem to have any flags raised as a result.

Great news. Thanks for letting me know—I am very happy things are A-Ok!

Daisun.6517:

[130208-001830 You friend was using a hack; the account will remain closed]

this is wrong, you need to look into this alittle further.

I play with this guy daily, and he does not hack… he lags out alot (and we all get to hear about it on vent), but otherwize it would be nice if you elaborate alitte on how you came to the conclusion that he was hacking… he hardly wvw’s, doesn’t have a legendary, and dies pretty regularly on our dungeon runs.

Please let us know what’s up, or at least let him know… we have a guild waiting for our officer to come back.

Your friend should continue the discussion in his ticket. Certainly the agent can take another look at the data, and if there was an error the account will be reinstated. I feel that would be the best route, rather than us discussing the nuts ‘n’ bolts here. Thanks for understanding.

Sheepski.5479:

Hi,

I’m not sure which section this fits but my enquiry is related to mailing gold to another account.

My girlfriend and I have been saving up to buy her Dusk, the last part she needs for Twilight, for a while now and we’re almost at the point where we can afford it. However I wanted to ask whether if mailing her around 300 gold would flag either of our accounts for bans, due to a perceived RMT transaction?

In the past we’ve sent a lot of small mails with various amounts of gold and rare items and not hit a problem, and of course the upcoming mail will have a message involved too… but I just don’t want either of us banned, naturally.

It would be great to know beforehand, thanks.

Are you in the same guild? You could consider using the guild bank, if you felt it was secure for this sort of transaction. 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. There are many elements that are reviewed, rather than just the amount being transferred.

Best of luck with the Dusk acquisition!

If the harassment is taking place in Guild Wars 2 (for example, through in-game chat, whispers, etc.) then please do contact our Support Team. If, however, the harassment is taking place outside of our game (as the subject line indicates), then I suggest that you contact the administrators or moderators of the site or system that is being used to commit the harassment. Support generally is not able to address external issues, although they will be able to tell you more when they review and respond to your ticket.

Thanks for understanding.

News flash: It’s no surprise when people say they want something for free.

Please understand that there is a means to address issues where a new player sets up incorrectly, and transfer costs can be kept very low by choosing a low-population world. Given I remember the day when someone paid $50 for a server transfer, the gem cost seems pretty ok to me.

A name change feature is definitely on the worktable. It’s difficult to say a release date with certainty, because sometimes a developer working on a project may have a few irons in the fire and priority changes may alter a release date.

I really believe this is coming soon. I don’t mean “sometime this year” soon but sooner than that!

I think you are wise to check with Support. Occasionally we find an account thief gets access and changes a password, but does not immediately strip the account. Better safe than sorry, and the team will help you resecure the account, if needed.

I believe you are hitting the security wall, so to speak, where we limit password attempts and password reset requests to prevent someone from stealing an account through unlimited attempts.

If you wait two hours and carefully type your log-in name and password, you should be fine. A large number of the tickets that we receive reveal that folks typo a lot. They may think they are typing the password on the account, but they’re off by a letter or number, or they forgot that they used a capital letter instead of lowercase.

Support will be happy to help you, but I suggest that you discontinue attempts (or at least wait a few hours) because repeated attempts will not be effective.

Motavi.1784:

Yup when i registered very early it said for forum use and it wasn’t permanent so i put this on for my forum posting as i always do. I do not want everybody in game calling me Motavi as its not bad its just i am a bit of an altoholic and i would like something more broad to cover maybe my play style perhaps, or something different as opposed to ppl asking why my “main” Motavi Boomington is onyl lvl 30 and is hardly played all the time.

You will have the options to change your character names in the future, and that will address that question for you.

Those are interesting comments, but I will need to investigate what we truly say upon account creation. (Not what’s said casually or by other players, but actually in the creation system.) For example, I do not recall that we ever said the display name “was not permanent.” I also do not recall that we said in the creation process that the name was “for forum use only.”

I will look into the matter and if we are not messaging clearly, I will suggest appropriate changes so that players fully understand the purpose and use of display names. That doesn’t revise policy, and we’re not going to offer a free name change because there are many reasons to not do that. However, I will see if we need to clear up any messaging at the time of account creation. Thanks for sharing your thoughts.

Update: 13 February 2013

130209-000455 Resolved
130208-001009 Resolved
130208-002149 Resolved
130208-000077 Resolved
130208-000716 Followed up today
130208-000104 Resolved

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: 13 February 2013

130209-000455 Resolved
130208-001009 Resolved
130208-002149 Resolved
130208-000077 Resolved
130208-000716 Followed up today
130208-000104 Resolved

StoneWolf.7930:

thank you Gaile.

My pleasure.

Somnorosul.4678:

Gaile Gray.6028:

If you are asking about merging two Guild Wars 2 accounts, again, the answer is no, that cannot be done.

Yes that was my question, thank you very much for the prompt answer.

You bet, happy to help.

eris.9654:

I asked support about this a few months ago and they are unable to change display names.

They are unable to do it upon request because it takes too much time to do it frivolously. Plus, we have a policy of not changing randomly to avoid people “escaping their own history.” “I don’t like my name” or even “I used my first name” isn’t a valid reason to reverse policy.

In the case of the OP, there is a very valid reason to change the Display Name and I believe that the team will be able to help him.

I think you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page to see how they can help you.

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. Since you don’t have your serial code, they will work with other details. Don’t worry about that. For tips on what information to provide in a ticket, to help expedite a resolution, please read this post.

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.

Check out several tips on security.

I really encourage those of you with these questions to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I feel sure that they will be able to assist you. You do not need to have your serial code most of the time. Of course in cases of disputed account ownership, the serial code is very important. Support can answer your specific questions, but they’re more on board to answer questions about situations, not hypothetical “What if I need help in the future” speculative questions.

For tips on what information to provide in a ticket, including information that helps us identify you as owner, even if you do not have the serial code, please read this post.

The Scarlet Raven.5416:

Hang on….The OP said Character, not account. Your account can only be logged in once on 1 PC at a time. Now if you have more than one account then yes, you can do this, but no you cannot login multiple characters from the same account.

Well, he said “Hi I was wondering if I can use more than one character at same time by using more pc and more accounts.”

I took the “and more accounts” to mean that he wanted to access multiple accounts. It’s not possible to access a single account more than once, so playing two characters on the same account at the same time is not possible.

As I posted yesterday,

Gaile Gray.6028:

One way to do it is to delete all characters, because the fee is for transferring the characters and not the account.

Jimmy, if you could try again, the maintenance is over and I believe you may be able to purchase. If not, 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.

waffles.9173:

I want to help my friend with his crafting title and It will require me to send small amounts of materials to him via mail system. Will this get me banned? I am standing by the trading post so he does not have to run back and forth… ? We’re not buying big bulks just small amounts that we calculated exactly to get to the next lvl (i.e. 200->225).

You are welcome to help your friend. It would be very unusual for someone to be suspended for trading with a friend. Yes, it has happened, but in those cases — where we can see that the trade is not delivery of sold gold — the account is reinstated as quickly as possible.

I think you’re good to go on this.

Carl.4890:

This is a question to any representative; what is your policy on copyrighted character names? I had heard a long time ago that some people got banned for using these types of names but I’m not sure if that was because they were offensive or what.

I would like to use a character that has a popular band name. Is this acceptable in your policy so long as I don’t “pretend to be them or represent them in any way”?

Thanks.

No one would be banned for using an unacceptable name in this sort of situation. Bans are forever; suspensions are temporary. People involved in using disallowed names are required to rename the character(s). It’s remotely possible they will serve a brief time-out. But we almost never ban (terminate an account) for the first instance of a Naming Policy violation.

Since a band is not an individual person, it would be less risky a name than choosing, say, Taylor Swift. However, if the band name is copyright — and many are — I recommend you not use it. You could use a variation, like “REM Fan” or something.

Somnorosul.4678:

But is there a way to link two GW2 accounts and if there is what will be kept from each account?

If I understand your question, the answer is no. One Guild Wars account can be tied to one Guild Wars 2 account. You cannot share attainments in Guild Wars across multiple Guild Wars 2 accounts.

If you are asking about merging two Guild Wars 2 accounts, again, the answer is no, that cannot be done.

vaplis.5683:

I don’t know if it is the right topic to put my problem in. Had a blocked account, flagged as a fraudulent charge and so on blah blah. Long story short i have new code, and Suzanne from NCsoft Payment support wrote: “At this time, we have reviewed your account and have decided to release the account to you. The serial code has been permanently disabled as a result of the purchase using a fraudulent credit or debit card or stolen PayPal account.” and “In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account.” So as far as i understand i should be able to add new code to my existing account. Thing is i don’t see this option anywhere in account management. Am i looking for right thing, or should i register this code as new one, just insert my old account data? Thanks in advance!

What this means is that you use the Register page to add a new serial code. Try this page for instructions: https://en.support.guildwars2.com/app/answers/detail/a_id/9054

If you’re not able to do that or have further questions, you’re welcome to update your ticket and an agent will help.

Strikemako.8901:

I was suspended for 3 days on the grounds of a naming violation. I’m totally fine with that, and the ban is already up at this point. My real issue is that there is no way to change my offensive name without deleting my character. If I hop on my necromancer, I’m sure I’ll just be suspended again for another 3 days.

Would you help me change my character name? I already created a ticket on the arenanet support department, but I haven’t gotten any response or help from them. The link to my ticket is https://en.support.guildwars2.com/app/account/questions/detail/i_id/10696970. It’ll explain the issue fully if this isn’t enough.

Thanks so much!

You should be able to access the character and change the name. In fact, you should be required to do that. You will not get flagged again because you won’t be entering the game until the name is changed to an acceptable name.

If you find that you are not given the option to rename, please provide me your 12-digit ticket number. (The link does not work for others; it’s individual to you.)

I merged two threads by the same person about the same alleged issue. I think my post above will explain everything. If you continue to need assistance, please update your current ticket.

Blake.6274:

I am disgusted, Anet, you have dropped the ball.

I looked up your ticket history. On the one email address, you have just two tickets. The first was answered in November, when an agent provided you with new credentials. You accessed your account then and for two days later. The second ticket asks for a refund.

I did some digging and found that there was a third ticket, but unfortunately you typed your email address wrong, and so that response may never have arrived in your inbox (through not fault or lack of effort on our part). You did not follow up for more than three months, and when you did, you used a rash of extremely offensive language and insulting comments.

It’s clear you are unhappy, but all the details point to efficient and accurate assistance from Support. Your account was accessed two days after an agent sent you new credentials. If that was not you accessing your account, then I am going to theorize that your email address was hacked and someone else got your email and your credentials. (Again, through not fault of ours.)

In the end, our team’s responses and actions were all accurate and timely. And because that is what happened, I am going to edit your topic, because it is unfair to post an insulting title for an issue that was well and fully resolved for you.

alogfarm.4961:

So I tried converting gold to gems again and buying something. The conversion was successful, like last time. However, also like last time, upon purchasing an item from the Gem Store (Unidentified Red Dye), I was once again rewarded with nothing. Is this simply a problem with my account or the items in the Gem Store associated with the Valentines Day special offers?

I strongly suspect your mailbox is full. The mail counter may not be functioning properly, may not display all the mails you really have.

Empty the mailbox, taking off all desired items (if any) and I think those mails will appear.

Thanks for letting us know; I’m glad it sorted out so quickly.

multani.1452:

I’m also having an issue. Just this morning I tried paying for gems with my saved credit card and low and behold I get a message stating “please confirm your identity” when attempting to purchase gems. I’ve purchased gems before and haven’t had a problem.

Ticket:: 130119-001041

The team answered this one asking for some information from you on 19 January. If you were able to complete your purchase, great! Could you let me know that? If you did not receive their response, please post so we can help work through this issue. Thanks!

blackysharky.7581:

Can’t buy gems now for 2 days, already wrote to customer support but they didn’t write back yet and haven’t increased my limit again, I’d be very happy if someone of you guys could look at my issue and let me make another purchase, thanks.

Ticket Nr.: 121211-001166

Looks like this was resolved on 19 January. If not, please post so we can get this sorted out!

Vilgefortz.4581:

incident-130120-000427

cant buy gems. Both credit cards and paypal dont work. Please increase my purchasing limit.

Looks like this was solved on 23 January. If you need further help, please post.

Watch It Bro.8067:

Yeah, I’ve been getting frusterated for a long time now. (Long time as in a week)
I’ve tried 4 different credit cards, my prepaid vista giftcard, and paypa to buy :
800 gems
1600 gems
my friend the 60$ version of the game.
I mean come on guys I’m trying to give you money and you won’t except it. It’s getting ridiculous how this is happening. I’ve posted two tickets which apparently merged into one and havn’t gotten a response in like a week (aprox, no idea how long exactly).
Here’s my ticket number. Please fix this bull asap. Thanks guys.
130118-000449

Agent responded on 23 January and I think you’re ok now. If not, please update this thread.

Axit.4982:

#130122-000628

please look into it please.
This is basically what everyone on this forum having trouble with.

Agent responded on 30 January with a suggestion that would eliminate the problem. If you have further issues, please let us know.

Provider.3217:

I attempted to purchase 800 gems but I got an error message stating that the transaction failed. I checked my online bank account and it says I have THREE pending transactions being held against my account even though I only tried to buy one set of 800 gems (which I never received). #130128-000039

No funds were collected for any of the transactions.

HollowDean.5134:

HollowDean.5134:

I have problem with buying gems with my mastercard as well. How did you guys submit a ticket, in game or through support site?

My ticket

#130209-002031

This was accidentally misqueued, but you should get an answer very soon!

From what I can see, the account has been reinstated and the name is un-censored. I am sorry for the error and am looking into what took place so we better handle this sort of situation in the future.

The team has been unable to verify this. In fact, the item you wrote about is not available in the game. At this point — and with respect — the team believes that your eyes deceived you and that the item that you thought was a drop was not actually the one that dropped. They did try checking into this, and they looked at all the possible items, but the one you listed simply isn’t a drop, according to what they wrote me.

But to be clear, if it had dropped, there is no way to replace it because the logs don’t reflect it.

I hope that makes sense!

One way to do it is to delete all characters, because the fee is for transferring the characters and not the account. However, I don’t sense that’s a viable option in your case, so I believe you may simply need to wait and purchase a transfer in the future.

Ok, confirmed by my good team member: The server transfer fee is for moving characters, if you have no characters the transfer is free.

Again, my apologies for my error yesterday.

I am sorry that you folks are having trouble buy gems. I am sending around an email, because I feel that there’s been a slight increase in the number of players having issues, and I want the team to have a chance to review each situation.

Please keep in mind, posting here is fine, but you really need to have a ticket in the queues to address your personal situation. So if you cannot purchase gems, 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. If you’ve submitted tickets already, do include that number or those numbers, and of course providing some details, such as the last four digits of the CC number you’re attempting to use, can be helpful.

This sounds as if your account was compromised. (There are no game-wide issues, but someone may have accessed your account through external means.) 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.

If you are sure you are not typoing any part of the log-in details, then 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.

I think there’s a “velocity” control that prevents frequent purchases. I do believe the team can override that in some cases. So go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They may be able to assist you. For tips on what information to provide in a ticket, please read this post.

Support may be able to help you. Go ahead and get in touch with them by filing a ticket through the “Ask a Question” tab on that linked page. You naturally will need to establish account ownership, so for tips on what information to provide in a ticket, please read this post.