Guild Wars 2

You should receive a PDF of the guide via email. Could you check your registered email account and see if it arrived? If not, contact Support by filing a ticket through the “Ask a Question” tab on that linked page and I believe that they will be able to assist you. (They may need to refer you to Brady Guides support, but I recommend you start with our team.)

Paulytnz.7619:

Thank you I managed to finally get a reply by using the “ask a question” option, I just hope that I have supplied enough info to be helped. One last silly thing; don’t feel like you have to answer it just a curiosity as I have seen it before when getting emails from you guys. Why would my email program say this:

“This message looks very suspicious to our SmartScreen filters, so we’ve blocked attachments, pictures, and links for your safety. " :p

Interesting question. Your security program (anti-virus, etc.) filter setting may be high enough that a lot of things are getting questioned or outright rejected. Now, I’m not recommending that you reduce your settings, because I sense that you can get the message without seeing the images. But if you want to enable the link, you’ll need to do that manually, from the sounds of it.

Have you tried adding our sending address to your address book, like a “trusted sender?” My email and security programs give me that option; perhaps yours do as well.

This situation can happen if it has been a while since you logged into your Guild Wars account and spoke with Kimmes the Historian. Please log into the game and speak with the living Kimmes the Historian in the Eye of the North and then take the time to check out your monuments. After that, log into Guild Wars 2 and speak with the ghostly Kimmes the Historian and see if he’s got your items for you. If you still don’t have them, go ahead and contact Support so they can help you further.

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

You really need to continue your discussions with Support. We cannot assist you with this matter on the forums, because at this point the team needs to verify your ownership of the account in order to assist you, and that information is kept confidential.

Simply reply to the ticket you have in the system and an agent will help you.

If you find you cannot access the support site, then send an email to support@guildwars2.com and the team should be able to get you onto your support account.

There are very few “false positives” related to account terminations. Account terminations don’t usually involve “Oh gosh, that guy just sent another account 10 gold — ban him!” There are other details that are reviewed before an account is flagged as a possible gold seller.

More importantly, each appeal is carefully reviewed with an eye to getting that player back into the game. I don’t deny that errors may be made, but they are, truly, quite few in number and I think that legitimate players should not be worried about this.

Thanks for your helpfulness, Pandem. And I’m glad that sorted out ok, WarrGarurumon. If you have trouble in the future, feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Hanferdo.9826:

Gaile Gray.6028:

Hanferdo.9826:

Hi Gaile,

it’s been two days since I’ve posted here (130127-001362) to get your attention, and I’ve received an automated message in my support account which doesn’t make any sense…
Does that mean I just need to wait little longer?

I really don’t understand why it takes too long to get my account reinstated… I have never engaged in RMT and only incident I received gold from another player was my brother…

Two days ago, this ticket would have been only 1 day old, not 3 (as the thread requires). Having looked at the ticket just now, I see that it’s confusing about whether you’re asking for yourself or your brother. I noticed that you have written a response, and I will ask the team to give that a look and review the other notes that you submitted.

Oops. I’m sorry I guess this could be confusing. This is entourage.2914 writing through my brother’s account (Hanferdo.9826) since mine got banned. Thank you so much for your quick response though!

Oh sure, I understand. The team will update the ticket if they continue to find the “who’s who” confusing, and I believe they’ll be looking into this tomorrow morning. Thanks for your patience.

Update: 30 January 2013

130127-002255 Resolved
130127-002358 Resolved
130128-000440 Resolved
130125-000239 Agent requested more information (to verify account ownership) 3 days ago. Please have your friend update the ticket.
130122-001149, 121212-000003 Under review
130125-002095 Under review
130127-000318 Under review
130127-001362 Under review

Notes:

• Reviews of issues related to botting, RMT/gold selling, and fraud can take time. Please be patient.
• 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: 30 January 2013

130127-002255 Resolved
130127-002358 Resolved
130128-000440 Resolved
130125-000239 Agent requested more information (to verify account ownership) 3 days ago. Please have your friend update the ticket.
130122-001149, 121212-000003 Under review
130125-002095 Under review
130127-000318 Under review
130127-001362 Under review

Eclipses.7152:

130127-002255

Gaile Gray.6028:

Eclipses.7152:

130127-002255

While technically resolved, it does nothing to answer my question. I have access restored to my account, but I don’t even know why I was banned. I don’t even know why it was restored.

What happened? How can I make sure it doesn’t happen again? I didn’t even get an apology for the interruption of service.

From what I’m seeing the extensive notes involving your account, it appears your account was compromised. We retrieved your account from the control of a hacker and returned it to you. I do not feel that an apology is called for, since we were not at all involved in nor responsible for the fact that the account was hacked.

I’m glad that you’re back in the game. You’re welcome to discuss this with the team via the ticket if you have additional questions.

This is preposterous. My account wasn’t hacked. When you disabled the account for being hacked – it was actually ME playing in WvW.

If my account HAD been hacked, all of my gold, high level ores and what have you would have been sold. If someone had tried to access my account other than me – I would have received an email that xxx was trying to access from xxx (which I did back in October and since changed my password) – but since then I did not.

Your system is faulty. I wasn’t hacked.

The notes on the ticket indicate access from China and Taiwan and two email changes. Please do be aware that not all hacked accounts are stripped of goods. However, I asked the team to look again and I believe they’ve reinstated the account.

Hanferdo.9826:

Hi Gaile,

it’s been two days since I’ve posted here (130127-001362) to get your attention, and I’ve received an automated message in my support account which doesn’t make any sense…
Does that mean I just need to wait little longer?

I really don’t understand why it takes too long to get my account reinstated… I have never engaged in RMT and only incident I received gold from another player was my brother…

Two days ago, this ticket would have been only 1 day old, not 3 (as the thread requires). Having looked at the ticket just now, I see that it’s confusing about whether you’re asking for yourself or your brother. I noticed that you have written a response, and I will ask the team to give that a look and review the other notes that you submitted.

FMPEvo.8350:

Change the amount you are wanting to purchase and then proceed to the end. It will show you a lit confirm button. You can then go back and change the amount and should be able to purchase no problem!

Thanks for the suggestion, FMPEvo.

And naturally, we should not require you to do that, so once I hear that this works, I’ll update the bug that I’m sure is on file about this situation.

Is he selecting the image of the correct credit card? I’ve been told that sometimes not doing that can halt the purchase process.

Let me know, ok?

uly.2058:

Appealing to response to “130122-001149 Final answer was sent to your brother in December; will not be responded to again.”

Dear Gaile,

I find it ridiculous to ban my brother’s account for sending me 30 gold. In the December, he was helping our guildie to craft a legendary weapon and supported him with some gold to buy materials. This is a gesture of giving a friend an e-Christmas gift during Christmas. He was then maligned for gold selling and banned for the 1st time. We verified with proof of purchase and testimonials that he is NOT a gold trader. It was then cleared that he did not break any of your clauses such as ‘engaged in gathering items to be sold for cash or other items with real world value.’

2 weeks ago, he sent ONLY 30 gold to help me on crafting 2 runes and got banned. I even returned him some gold right after I run a few runs of raids the next day. Does this break any clauses of ‘engaged in gathering items to be sold for cash or other items with real world value.’ at all?? Why is he banned again???? Please check the game log to verify.

Support ticket#: 130122-001149
Account name: Saban.1986

That is not why the account was terminated. As your brother was told back in December in Ticket 121212-000003, multiple flags point to RMT; no single transaction caused the account termination.

I will ask the team to review, but I pray this is not a waste of time.

Ok, then you can contact Support by filing a ticket through the “Ask a Question” tab on that linked page. The thing is, that compensation was sent out a few months ago, and I believe that the team cannot send another one at this late date.

As stated previously, "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. "

Galdamir.4026:

I noticed the same issue on the character screen last night and this evening have seen my email address in the guild roster, have check with the few guild members online who cannot see it but will check again tomorrow if more are about

Sure, please do ask. It’s unlikely that anyone but you will see the email address, but do let us know if that’s the case! Thanks.

Please update your ticket and discuss this with the agent who helped you previously.

Just got a bunch of personal appeals that easily can be, and should be, addressed by the Support Team or in a normal forum post.

Here is how things work:

• If you have an account issue, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.
• If you have not received a response in three days, feel free to post your 12-digit ticket number and a brief description in the Tickets for Review thread.
• If you have a connection issue (Technical Support), a bug to report (Bugs), a question about the game to ask (GW2 Discussion), or a suggestion to make (Suggestions), please use the proper forum.
• If you have a general question, please post it here. There are very, very few questions or issues that need to be addressed to me via Private Message. And due to the many other things that I handle for ArenaNet, it can be days before I get into the PM folder and review the messages. Quite honestly, when I do review them, I do not respond to most because they should be posted in the forums or should be directed to Support. Responding to explain that, over and over again, is a poor use of my time.
• If I answer a PM with a link to this thread, I’m not being rude, neglectful, or uncaring. I simply need to manage my time and handle my responsibilities as efficiently as possible.

Thank you for understanding.

Obsidian angel.9863:

I was about to make a thread on this until i had seen this however my email address could be seen by 1/4th of the people online at my guild which is rather worrying. Anybody else experiencing this? It seems like not everybody can see it except some.

That is not at all intended. If we could get screenshots from that guild member showing that he/she can see your email address, it would help us greatly in analyzing this. As I mentioned, we believed this was a user display issue, so we’d like to know more.

I will Private Message you now, to enable you to get any screenshots that guild members are able and willing to send me.

Thanks!

Eclipses.7152:

130127-002255

While technically resolved, it does nothing to answer my question. I have access restored to my account, but I don’t even know why I was banned. I don’t even know why it was restored.

What happened? How can I make sure it doesn’t happen again? I didn’t even get an apology for the interruption of service.

From what I’m seeing the extensive notes involving your account, it appears your account was compromised. We retrieved your account from the control of a hacker and returned it to you. I do not feel that an apology is called for, since we were not at all involved in nor responsible for the fact that the account was hacked.

I’m glad that you’re back in the game. You’re welcome to discuss this with the team via the ticket if you have additional questions.

Sorry, there isn’t a way to do this between games. You can go into GW, nab the names (screenshots, make a list, etc.) and then ping those names in GW2, if you desire. Not all players in GW carried over their names to GW2, but many did, so that’s one way you could make the cross-game friends-list bridge.

Olof.7512:

I have asked and apparently no one can see it. Thanks for the response.

That’s really good to know, Olof, and thanks for updating us about this. We’d like to take care of that account owner display issue, but I guess it’s pretty clear that it’s not a big deal if it’s just you who is seeing your address, and so far, that’s all we’ve heard about (and it’s pretty unusual, at that).

So, as you can see, it’s all good. Closing now.

Update: 29 January 2012

130107-002285, 130125-000659 Resolved
130121-000041 Resolved
130121-001351 Resolved
130124-001151 Resolved
130125-000010 Resolved
130125-000092 Resolved
130125-000113 Resolved
130125-000607 Resolved
130125-001038 Resolved
130125-002260 Resolved
130126-000663 Resolved
130126-003031 Resolved
130127-000083 Resolved
130127-002255 Resolved
121228-002364 This was resolved last November. You were never charged for the game, so no refund is due you.
130127-000208 Under review
130127-001362 Under review
130119-002283 Under review; please continue to discuss with reviewing agent.
130125-000372 Under review; please continue to discuss with reviewing agent.
130128-000440 Your friend was suspended for a chat violation
130125-002095 Agent responded 1/28
130127-000357 Agent responded 1/28
130122-001149  Final answer was sent to your brother in December; will not be responded to again.
130123-002266 I followed up on this today

Notes:

• Reviews of issues related to botting, RMT/gold selling, and fraud can take time. Please be patient.
• 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: 29 January 2012

130107-002285, 130125-000659 Resolved
130121-000041 Resolved
130121-001351 Resolved
130124-001151 Resolved
130125-000010 Resolved
130125-000092 Resolved
130125-000113 Resolved
130125-000607 Resolved
130125-001038 Resolved
130125-002260 Resolved
130126-000663 Resolved
130126-003031 Resolved
130127-000083 Resolved
130127-002255 Resolved
121228-002364 This was resolved last November. You were never charged for the game, so no refund is due you.
130127-000208 Under review
130127-001362 Under review
130119-002283 Under review; please continue to discuss with reviewing agent.
130125-000372 Under review; please continue to discuss with reviewing agent.
130128-000440 Your friend was suspended for a chat violation
130125-002095 Agent responded 1/28
130127-000357 Agent responded 1/28
130122-001149  Final answer was sent to your brother in December; will not be responded to again.
130123-002266 I followed up on this today

Please be aware that these are not questions related to Account Issues. As such, I suggest that you make your suggestion in the Suggestions Sub-Forum, or share your thoughts in the general GW2 Discussion Sub-Forum

RoyHarmon.5398:

neverborne.4736:

Couple thoughts:
If 3 people are split up, all could transfer to a low pop server (lower gem cost).

This only exists in Europe.

As a player, I believe that world populations will stabilize, and that we’ll find more balance between worlds, and more accessibility for players across worlds. That just seems a logical outcome of the change.

neverborne.4736:

Another “free” transfer ticket for everyone is completely unacceptable as it once again opens servers up to massive population swings with guilds being able to transfer all their members for free at any time.

If you join or are a member of a guild, they may be willing to assist in gold cost to get you transferred if you are going to be an active WvW member. I know my guild is offering to pitch in to get any members over to the right server now that the paid transfers started.

Frankly though, server transfers costs have been telegraphed in every way possible by Anet, including the fact that they’ve been slated since well before launch. You shouldn’t be surprised about it. I think any reasonable individual would assume that hopping around to other servers to get world completion more easily would include some inherent risks of becoming split with friends. (What if those servers your friends were on had become full while you were away from them?)

Precisely. And when 40 of 50 members get onto XX World, and the rest are not able to join, or are too impatient to wait to join, or get the world name wrong, or decide to join another guild on another world, we get tickets saying “Our guild wants to be together. Transfer plox.”

In my personal opinion, this change was messaged adequately and through multiple menas. At this point, the change that was foretold for weeks is in effect and all of us need to work with it now.

Thank you for understanding, and for sharing a clear and well-thought player’s perspective on this matter.

I just looked up the game logs. You posted hateful comments against people from two different countries. “We hate XX cuz they bad and stupid thats / we hate XX too.” That is an exact quote from game logs, removing the country names in question.

I’m sure if you think about it you’ll remember it. If you can’t remember it, believe me, we have records of it and the suspension was well-warranted.

Could you kindly ask your guild members if they can see this? Because we know that occasionally the player him- or herself can see the email address, but we do not believe that this visibility extends beyond the player. Meaning, I can see my email address, but no one else can see it. So it’s a small visual oddity, but no big concern.

I’d really like to hear back from you after you ask your guild members or friends if they can see anything other than your display name.

Thanks for your help with this!

Woot! Thanks for letting us know you got it!

I understand the request, but at this point, restorations/roll-backs are only for account compromise incidents.

Do keep in mind that deleting a character takes three steps. They were extended to require confirmation — up to and including typing out the full character name — to avoid accidental deletions. Such deletions still happen, but they are few and far between, and thankfully so.

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.

Please keep in mind that, if an agent is able to make this change for you, he or she will need a substantial amount of verification, to be sure you are the account owner. For tips on what information to provide in a ticket, please read this post.

Can you tell me when this “stricter” authentication began?

Tubby Chan.8502:

Exactly how my friend feels right now but with the up and coming WvW score resets wouldn’t it be logical to let people have 1 more free transfer?

I understand what you’re suggesting, but remember that we had months of free transfers. It seems to me that once the decision is made to make a change, there must be a “start date” and, after communicating what is coming, the change should be implemented. That is what happened here.

If we were to say “Everyone gets one more free transfer” for how long do we offer that? (And what do we say to the player who comes back a week after that period and asks for special accommodation?) How do we message a change?

• Emailing? For everyone who suggests that, another say “Stop spamming my email account!”
• Social media? For everyone who says “Yes” another says, “I refuse to read Facebook or Twitter.”
• Log-in screen? We do that, but apparently players don’t read it.
• Website or Blog? Yep, we do that, too, but again, not everyone reads it.

So while I understand why you’re suggesting that everyone get one more free transfer, I hope you, in turn, see the possible drawbacks to that suggestion. Do rest assured that I will pass along your ideas to the dev team, though!

Achilles.2950:

Gaile Gray.6028:

Sorry, I don’t know an ETA for this feature. I do know it is still planned in the future.

Planned for the future sounds like it isn’t even being worked on right now. That is disappointing, I’ve been excited for this ever since makeover (which was awesome btw).

Oh no, that’s not what I meant to suggest. The release is planned for the future, but I’m sure it’s on a to-do list and heck, it could some real soon! The point is, don’t despair — we know this is a desirable feature — that’s why we added it to Guild Wars!

So it’s coming, and if there’s news on when, I’ll try to update you about that. Thanks for your patience!

No worries, either your mailbox is full — try emptying it (after retrieving all items you wish to keep — or there’s just been a slight “lag” between purchase and delivery. If you clear the mailbox and wait, say, an hour and still have the issue, then I suggest you contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

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

I really feel that we can help with this and therefore 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.

I split out this topic, formerly in the Error 7 thread. Just wanted to make a post so that the OP could find his/her thread.

I want to clarify my earlier statement, in case what I said was confusing. Here’s are the facts: When you get an error code, it’s usually, but not always, a Technical Support issue. There are codes related to account issues — like Error 45 — but Error 7 is an issue related to connectivity, which is reviewed by our Technical Support Team. So please continue to post Error 7 issues in this thread, where they will be reviewed by our TS Team.

I understand your position, Frank, and I appreciate your conclusion. It’s just not realistic to expect that every possible error can be, and should be, prevented by or corrected by the game design or by customer support. We try mightily to address the vast majority of genuine issues that players experience, but giving free transfers in a system that is designed not to be free isn’t the way to go in most cases.

We do the best we can to get the word out about changes that affect players—and yes, these certainly do. We blog, post on the websites and via social media, even add news on the actual log-in screen. In the end, I believe we should focus on solving problems rather than amending obvious and preventable errors. (That is not to say we don’t address such things, when we can, but rather to opine that such help should not come at the expense of those having issues.)

I am going to leave this thread here, because as often as I move and merge, people keep posting in the wrong forum. (No offense, guys!)

Please post this in the Technical Support Forum. There’s a thread there and you should add your reports to that thread. Thank you.

Merging threads because there are suggestions here that should help resolve this for everyone involved.

Thanks for points, Auesis, because it helps other players understand that the item may show up in a few minutes. I’m glad it sorted out for you.

We are very sorry, but we are not able to replace items or gold in these situations. In most cases, any sort of “roll back” is of a few minutes’ duration. The most recent one that I remember lasted 20 minutes. It’s unfortunate that in that period there may be a loss here and there, and of course it’s especially irritating when it happens to you!

Those of you having continuing connection issues, I’d like to ask that you post in the Technical Support Sub-Forum. There are a couple of existing threads, so if you’re issue falls into that area — if you’re getting error 7.XX, for instance, please add to that thread so the team can keep an eye on the situation and help you directly.

Thank you for understanding.

Great, glad to hear it!

So you’re driving down the road and you get a ticket. The next day, on another road, you get another ticket. You yell at the officer, including assertions of “ego-inflated ticket giving” because he didn’t find you on both road and roll your tickets into one?

Good luck with that.

You need to stop using FK in your character names, because some of them were just not right. Don’t point to the person who’s reporting, or the agent who’s dealing with it. Fix this yourself by not using the letter combination and you’ll be fine. All of your characters are flagged for name changes. Please attend to that when your suspension expires.

And do not start a new post on this because the discussion is unnecessary and the solution is offered you, twice now, with good intent.

InfamousBrad.5879:

The client had not crashed before it happened to me, but I had been kicked off of the server several times. Using Task Manager to kill the extra GW2 processes solved the problem.

I’m glad this is ok, but if you continue to get kicked off the server, please post in the TS Forum. Note there are a couple of existing threads, based on the Error Code.