Guild Wars 2

Michael.4791:

Have you ticked the additional box to remember the network? If you have done so, you should only be asked again, if you have an IP that is not connected with your ISP.

This is correct. Could you please try that and see if the requests stop for your “known networks?”

Let us know if you’re ok, Balty. (Thanks for the tips, guys!)

This post may apply to you.

But I think the best way for you to get help is 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 merged two similar threads and will see what I can learn about this.

This seems like a somewhat complicated issue that may have elements that are specific to you, as a user/player. 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 by looking at each of your accounts and helping you secure them, if necessary.

I followed up with the team to make sure that someone is viewing this. I believe that it’s in the issues review queue and that it will be examined, but I have followed up just to be sure.

If you want to discuss a name issue, please contact Support directly by filing a ticket through the “Ask a Question” tab on that linked page.

Walabone: Your issue has been addressed fully in your ticket and here in the forums. Do not post about this again. The policy is clear, the rules are accepted by each user, and we will not rescind the name censor for a childishly offensive name that you chose to use. You were given the courtesy of selecting a new name; you were not forceably renamed, as happens in many games (and will happen if you choose poorly again). I suggest that you accept this and move on. If you do not, you risk outcomes for breaching several forum rules against turning these forums into a personal soap box and you will be guilty of promulgating untruths to the members.

Everyone: We do not offer a service to change a name upon request. At some point in the future, you will be able to purchase a name change through our Gem Store. However if you feel that you have a name that may be seen as offensive, you should contact Support and a team member will assess the situation and, in some cases, flag the name for a change. Generally, by “self-reporting” a player avoids a suspension and we remove an offensive or borderline name from the game. Truly a win/win, eh? This means that yes, there is a way to address this and suspensions and censor flags are not the only outcomes if someone is willing to reach out to Support and discuss the name in question. (Obviously, this should not be used to request a free name change “just because” but only because it’s potentially unacceptable.)

We have an extensive email thread about this internally, and this is a client-side issue, meaning you can see this information but others cannot. The programmers and testers have not been able to make the email address appear to anyone other than the account holder.

Please don’t quit the game!

I think perhaps I can explain what is happening. For security reasons, we don’t allow continual or too-frequent password resets. So if someone makes a typo — and that is more common than you would think — he or she needs to wait two hours before attempting another password reset.

What we’ve found over the last week or two is that people are submitting for repeated password resets within a brief period of time. If you do that within two hours of the last attempt, your effort is blocked.

I was just asked to write up new in-game messaging on this today. In the future, you will see this message: “An error has occurred. Please verify that you are entering the correct information and wait at least two hours to try again. If the problem persists, please contact support.” We think this is better and more helpful information than the previous error messages.

So, you could make sure you wait 2 hours between attempts or, if you wish, contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

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.

Mantis.5798:

Profanity Filter — Specifies the amount of profanity to filter in chat and other communications.

I was recently suspended for using “inappropriate language”. Please read my message sent to support below.

Hi, I was recently trying to log into my Guild Wars 2 account but received a temporary suspension for “inappropriate language”. After reviewing the rules of conduct I have discovered that the reasons in which I have been suspended are justified, yet the guidelines are contradicted withing the game itself. I pose this problem to the support staff. When initially starting the game, I had selected a setting so that inappropriate language would NOT be filtered. Now, whenever I have happened to use inappropriate language we can acknowledge that because of this setting, only people who willingly choose to see the language will in fact see it. Given that most people do not read the rules of conduct before playing a game, having an option to not filter profanity makes it seem very clear that profanity is allowed and readily available, so far as the user has decided they can be mature enough to handle it. Now knowing that foul language is NOT allowed in the game, I fail to see why there should be an option to show it. This is misleading and my suspension due to profanity seems misguided. I hope to be able to log back into my account ASAP so I can inform my peers that profanity does not fly in Tyria.

Thank you for your consideration in the matter,
Mac

Anyone have thoughts on the matter?

This isn’t a point for discussion or debate so I will post a brief answer and lock this thread. You can find a longer answer elsewhere, because the “Use the filter” excuse has been proposed as a form of appeal for a justified account suspension many times.

The Name and Word Filter does not exist as a “license to swear.” The filter is there, like a door lock, to provide some level of security against the unwanted. But whether a homeowner owns or uses the door lock or not is immaterial; another person does not have the right to intrude into someone else’s home. By the same token, whether someone uses the filter or not isn’t the factor; no one has the right or privilege to use offensive language in the game.

The rules are clearly defined in the UA, the Rules of Conduct, and the Naming Policy, all posted for everyone’s easy access on our Legal Page.

XevA.5673:

I haven’t played in a while and I completely forgot about the warning in the in-game mail… The first character that I had made didn’t see much play-time, so I deleted it, learning very shortly after that I had lost the first-character items from the CE.

Ticket #130113-000163

I hope I can get this worked out… Either way, thanks in advance.

slee.5087:

Just submitted ticket #130112-001842 for this. Apparently I’m a moron and mistakenly deleted my CE in-game items. Thanks so much for your help and understanding!

Madhatter.1725:

130111-000464

Well looks like I’m not the only one – to add a little humor if feel like Hugo the Abominable Snowman that says “which way did he go george” in the bugs bunny cartoons – love the game btw and it would be awesome if you could fix my mistake on this one:)

Kaladin Stormblessed.1769:

Ticket #130110-000401 just submitted for this very reason. I wish I had seen this forum thread before deleting my first character with the DDE items.

bradktulu.6410:

I created my character just about a week ago, and realized I had made a mistake with my character name – without thinking I deleted my character after having claimed the CE items (I do still have access to the golem banker but not the character bound items in the other mail message) I feel a little silly for having done that, and really hope something can be done. My ticket number is 130129-002359.

Thanks guys!

Ianto.7162:

Just submitted a ticket with ref #130124-001223. Hope this can be solved. Thanks in advance.

Responses sent within a day or two of each tickets’ submittal and it appears all is well.

Aedroth.4721:

Hey ArenaNet! I just came back to the game from stopping after the first week of release. Enjoying it once again. But I came to notice that I was missing my Miniature Rytlock on my character. I created a new one and is making it my new main, I was putting stuff in the bank from my old main and came to see he was gone. He wasn’t in my bags or my banks. I checked all my other characters and cant find him anywhere. Could you please help me get him back? I wanted to post in here first to see if get some help before creating a ticket.

allias.1420:

I’ve just a problem yesterday. I took out my mini Rytlock to see him. I then proceeded to teleport back to the world as I was just finishing a personal storyline quest. I looked in my inventory to bring out my mini Rytlock again but the mini itself had vanished! I did not delete anything at all, just loaded screens and it was gone. How can I get it back?

I think the team can help you. Did you contact Support by filing a ticket through the “Ask a Question” tab on that linked page?

Clifford.7892:

Hi everyone! I forgot about my DDE items but I just recently started getting back into Guild Wars 2 and I realized that I never got them back. As the same as everyone, I played during the day it had been released for those who pre-ordered it and I was stuck inside of Divinity’s Reach and the only way to get out of it was to create a new character but I didn’t realized that the items were single character bound.

My ticket number is 120825-005676. Looking forward to a response. Thanks!

I will forward this to the agents and see if this is something they can help with. Thanks for your patience!

Update: 4 February 2013

130127-000944 Resolved
130122-001149  Resolved
130128-002238 Resolved
130130-000314 Resolved
130127-000318 Resolved
130127-001362 Resolved
130125-000010 Resolved
130201-002586 Resolved
130131-001893 Final response sent 02/02
130130-001372 Agent responded 2/3
130131-000640 Agent responded 1/31; unable to duplicate bug or replace gold
130127-000208 Agent responded today; your friend’s account has been compromised; please have him follow the steps provided by the agent in the ticket response.
Netcatcher.7214 Please provide a ticket number so I can assist you

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. 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 February 2013

130127-000944 Resolved
130122-001149  Resolved
130128-002238 Resolved
130130-000314 Resolved
130127-000318 Resolved
130127-001362 Resolved
130125-000010 Resolved
130201-002586 Resolved
130131-001893 Final response sent 02/02
130130-001372 Agent responded 2/3
130131-000640 Agent responded 1/31; unable to duplicate bug or replace gold
130127-000208 Agent responded today; your friend’s account has been compromised; please have him follow the steps provided by the agent in the ticket response.
Netcatcher.7214 Please provide a ticket number so I can assist you

Another suggestion: Your friend may wish to have you post in the Technical Support forum, where a agent with TS experience may be able to help there. But I agree with Eva, the best answer is for her to submit a ticket directly to the team.

Glad it worked out for you, Shinkuga. (Thanks for helping, guys.)

I am sorry that you were surprised by this. We’ve always communicated that transfers were being offered for free for a limited period of time, and that at some time there would be a cost in gems for transferring. We announced that changes were coming in early January and put them in effect on 28 January.

Please note that there are other, less costly options for you than the 1800 gem cost that you cited. And note that you can earn the wherewithal to accomplish the transfer in the game. I hope that things soon get settled for you, in the game world and in regards to your move, as well.

Just to explain in some detail: The 7-day limitation came into effect months ago; the changes from free to cost-based transfers was pointed out weeks prior to the change on January 28th. I’m sorry that you weren’t aware of those things. We do our best to keep the Knowledge Base up to date, but I understand that not everyone goes looking there, or the excellent Guild Wars 2 Wiki, with such questions. (One KB article of interest, I think: https://en.support.guildwars2.com/app/answers/detail/a_id/9237/kw/influence).

So in short, Support can’t help you with this situation. Based on what you wrote, I believe you’ll be able to transfer to your chosen world in a day or so.

Thank you for these continued reports!

I want to help, but both of those error codes tell me that you need to post in the Technical Support forum. We have agents who review those posts, so please post there and someone will review the issue and get back to you. (I would move this post over there, but I find that folks sometimes think their post was deleted, and I didn’t want you to think that.)

And as mentioned above, if you need help after waiting three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Karizma.4981:

Hi, thanks for responding.

I would also think his account being compromised would be the reason why hes not being emailed from support, but when I tried to use the same service I didn’t get response either so I don’t know if the service is down or something else.

He just put a ticket in(I tried helping him with what username was but I don’t even know what its referring to I’m just aware of my display name and my login email so he just put his email for it) we didn’t think he could put one in without being logged in, his account the ticket number for it is #130205-000003

thank you for your help

Glad to help and let’s let that ticket percolate a little bit so that someone on the team can review and get back in touch. 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 don’t consider your name “benign.” It’s not “probably” a violation of the UA and the Naming Policy, it is one! The name is not the worst in the world, that’s true. But it’s not a harmless name that wouldn’t be noticed by players; and clearly it was noticed because the name was reported to us.

Now, you seem to want to make a distinction between a poor name choice and a poor choice in in-game behavior. I don’t draw such a fine line. Because a poor name choice is undesirable in-game behavior.

Remember that display names are not filtered, no matter the filter settings chosen by a player. Display name and character names are “out there” for everyone to view. That is why we take poor choices seriously. And don’t error in believing we don’t have the tools to take care of this issue. We could rename the character in a flash but we are showing consideration by allowing you to do it. Had you contacted Support to discuss the possibility of this being across the line prior to the action, we would have worked with you. But you did not.

And as a forum member said above, the “warning” to which other players have expressed an entitlement is already present: in the User Agreement and the Rules of Conduct, which every player views and accepts before playing the game. At the point they breach either of those things, then the outcome is forewarned in the Conduct Breaches and Outcomes document. All found here.

It sounds as if you already contacted Support by filing a ticket through the “Ask a Question” tab on that linked page. I assume that’s where you got the answer to wait for a few hours. If so, please update your ticket and let the agents know you still need help. If you did not submit a ticket, please click on the clink and follow the steps above and the team will assist you.

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

Is it possible that your friend’s email account was compromised and that is why he is not getting the emails from Support? We do answer every ticket. If you could please provide me with the 12-digit incident/ticket number, I’ll see if I can find the ticket in the system and give you both an update.

I’m sorry if you are distressed by the required name change, but although I agree that Niger is perfectly legitimate in most settings, in the game world it is generally a misspelling (intentional or otherwise) for a racial slur. If other players could see context, there’d be no problem, but all they can see is a word that catches the eye and raises an eyebrow. And that’s unfortunate, but that’s fact. Just as it’s fact that a perfectly legitimate, even common word in Spanish — kitten — is often misused to cause offense.

And yes, your name is a concern, because it was reported by a player or players, which is what prompted the change requirement. I understand your comments, but the name truly must be changed. I hope with this greater explanation you’ll understand and comply without too much unhappiness.

The name was reported and determined to be potentially offensive. It was changed by an agent because it was visible in the forums and might cause other forum members distress. (I understand that you might disagree, but my friend with a Down’s Syndrome child does not take lightly when someone laughingly calls another person the “r” word.)

We all need to be sensitive to the fact that players come from all around the world: different ages, cultures, beliefs, sexes, and personal situations. That’s why we disallow names that poke fun at disabled people of all kinds.

I would love ticket numbers related to the Sylvari situation, so that we can look into the matter further. I believe we are handling this differently than you were told and we do want to handle these properly! So thanks for letting me know those 12-digit incident numbers.

EDIT: I just pulled these names and one of our CS team members is going to look for your tickets:

Zeivu.3615
HeyMattyB.8732
Valefor.3246
FrostyBou.5491

But please, if anyone else is concerned about this, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page and if you need to follow up on your ticket, provide your 12-digit number here to expedite the review.

Thanks for your patience, and for understanding!

iczek.9628:

I logged in tonight and my email address is shown next to my toon name in the guild window. That has never happened and I don’t what my email address revealed to others. Has anyone encountered this? I did submit a ticket.

Thank you,
iczek

As you can see (I merged this thread) a few other players have reported this. In all the reported cases, the player has confirmed that only he or she can see the email address — guild members cannot see it. In the other report, I’ve asked the reporting player to ask a guild member to take a screenshot and submit it, so we can see all the details.

We are looking into the anomaly, but so far it has been assessed as something that is not a major issue of concern as far as security. (This is because if only you see it, no worries. We’re still trying to gather info from those who feel that perhaps others can see the info.)

It’s true that we may have more support pings when players need help remembering their first password. However, the good outweighs the bad, and having a password change will help secure many account that may be at risk of compromise.

So we’ll be ready, willing, and able to help those who forget their passwords, and for those who remember them, it’s a 2-minute process that really contributes to account security.

I don’t think you’re running into a lag issue (although I could be wrong). I believe that 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.

Anyone who is having trouble with this is welcome 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 the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Also, I’m told that you need to select a credit card type and click that icon.

Could you let us know if you were able to purchase the gems? (And apologies for your difficulties!)

Kraggy.4169:

Gaile Gray.6028:

There are very few “false positives” related to account terminations.

You cannot assert that as a fact, you cannot know how many there are.

By definition, a ‘false positive’ only gets recognised as such if sufficient evidence is provided by the accused in their defense which causes Anet to accept the initial guilty verdict was incorrect: same thing as real-world ‘miscarriages of justice’.

If the accused can’t provide that evidence the verdict stands, but that doesn’t mean it also isn’t a ‘false positive’, it means Anet were unimpressed with the defense.

You may like to think that ‘false positives’ are rare, you may genuinely believe it, but there are no facts on which to base such a view because you cannot know how many went undetected; it’s entirely subjective.

You’re mistaken. If I took every single ticket in a week, it would still be a small number compared to the number of accounts. Extrapolate the data to the percentage of those tickets—submitted and/or resolved—related to false positives and the number drops even lower. If we reviewed every single account suspension and termination, it would still be a small number.

So yes, I can say this as fact.

tehnimsy.4162:

False positives are not that rare in my experience and friends. I am trying to get my main account back as we speak based on sending ecto from an alt to my main. This is the 2nd time this has happened and I know several other people who have been in the same situation.

I understand having an automated system but a system has failed when it is hurting legit players much like DRM solutions to software. It is even more aggravating as every server I have been a participant of as had things like “gw2 XXXXX seller” all over lions arch. The automated system is most certainly failing in this case and many others.

That’s very sad to hear. (And I want to point out, the situation describe here really does not refute my comments above.) I checked on possible upcoming changes. There are team members looking into the detection code to improve it, as it has been improved over time. I think we’ll see far fewer instances of this situation in the future.

Michael.4791:

There is no way to avoid mistakes – not with humans and not with programs. So I am pleased that there IS a review process in place.

And there always will be. Our hope is to keep people in the game whenever we can, not terminate accounts.

Glad this sorted out for you!

If you posted about this — and I see that you did — in the Bugs Forum, then that’s just fine. I don’t think you need to submit a new ticket on the same bug.

I will try to find out this information and update the thread, but I believe the person I need to speak with is out of the office today, so I may not be able to answer until Monday.

You can only use those items one time per account.

Deleting the characters would not impact the ability to reuse the items; it’s the account use that matters.

Produs.6401:

It’s now working for me! Finally made an account, currently downloading GW2.

Glad to hear it, and thanks for letting us know!

Matatan.9781:

Still having this problem, any news about the solution??? I bought a new account for my kids 4 hours ago and they cant play, they are driving me crazyyyyyy

Are you still having difficulties, Matatan?

That’s odd! I imagine it’s somewhere. Have you checked all your characters and every storage bin possible? This doesn’t sound as if you were near a vendor and accidentally sold them. I just have a feeling they’ll turn up if you look in every nook and cranny. If not, contact Support by filing a ticket through the “Ask a Question” tab on that linked page and they may have other ideas.

We know that some players will need help, 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, please read this post.

You were given an honest answer: We cannot grant you the chests.

This is not a common issue. This is not an ongoing problem. There are major differences between the Karka Chest situation and your individual issue. The same answer would apply to anyone in a similar situation.

Given there really nothing that forums members can tell you and in fact this isn’t an Account Issue, I’m going to go ahead and close the thread.

Teroras.2509:

Hello.

My friend just bought the game and is now trying to create an account but just keeps getting the same error every time. This is the error:

This XML file does not appear to have any style information associated with it. The document tree is shown below.
[21:02:39] fiskenbengt: <Error code=“48” module=“3” line=“339” text=“callback (): TypeError: Cannot call method ‘toLowerCase’ of undefined TypeError: Cannot call method ‘toLowerCase’ of undefined at Templates\EJS\Register\_birthday.ejs:24:32 at Object.render (Library/core-template.js:185:15) at Templates\EJS\Register\account.create.ejs:9:27 at Templates\EJS\Register\account.create.ejs:80:1 at Object.render (Library/core-template.js:185:15) at Object.reply (Library/sugar-reply.js:96:25) at Object.failure (Register/gw2.js:31:19) at Object.<anonymous> (Register/account.create.js:89:25) at Library/sugar-sts.js:114:78”/>

Can anybody please help us?

Update for you, Teroras. Thanks to your ticket and others, we’ve identified a bug. It seems to have cropped up about 9:00 AM Pacific today. The Error 48 is what caught my eye just now, when I saw an email pass through about bugs.

The latest news is that a dev has coded up a fix, and it’s in testing now. I anticipate it will go live soon. How soon “soon” might be isn’t real clear to me yet but we’re working on it!

Rising Dusk.2408:

The support team should send players chocolate chip cookies (I would also accept muffins) in-game if they accidentally ban an account. This would make up for everything.

Wow, I read that and for a minute had a vision of trying to bake and mail real cookies.

Let’s just say “I will take your suggestion under advisement” and leave it at that.

This is actually a good thing, in general, although for you specifically I certainly understand that it caused you distress, and I’m sorry for that. Without looking into the case specifically, I would estimate that what happened was that the first response was given with the information available at that time, but that something triggered a second look, and during that second look the team determined that it was appropriate to reinstate the account.

Why would I say that’s in any way “a good thing?” I feel it’s a positive note that a secondary review took place, that the error was caught, and that your account was reinstated. It’s awkward for us that an agent may say, “Nope, that’s it—the account remains banned” only to see the resolution changed. However, we’ll accept that awkwardness (and ask for the player’s forgiveness) if it means getting a legitimate player back in the game.

Again, I’m real sorry that you had that time out (and the resulting distress) and I wish you well in your continued adventures in Tyria!

Hi. We’d like to help you with this, and the first place to start is 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 regain access to your account and, perhaps, even use the Account Restoration Tool to do a “roll-back” to a point prior to the account compromise.

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

We definitely want to help you with this. I suggest that you contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

RedBlood.2587:

worked! The time set on my computer was at AM instead of PM. Thanks for the solution!

Great to know, and thanks for posting the update.

Mambata.1478:

By the way after we fix that is their a way to regain our laurels I dont think it is fair to loose so many ive lost like 3 or 4 so far because of the bug.

The clock issue wouldn’t prevent the acquisition of laurels in that high a number. The maximum is 1 per day. In any case, we do not have the capacity to give you laurels.