Guild Wars 2

This isn’t something that can be addressed through a forum post.

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. In addition, provide as many details as possible about this issue, including dates, locations, char name, etc.

I have seen that a few times with all sorts of programs. Maybe it’s the easy way out, but I reboot and it fixes itself.

If it does NOT fix with a reboot, please post in the Technical Support Sub-Forum so that someone there can help you.

I wanted to be sure to tell you that our agents are on the case, and your information has been very helpful. We pulled some data today and the team is going to assign some folks to watch…. This one map… and that other area…. and that spot that was mentioned here.

We find that spots can change daily, and we’re by no means asking you to spend your gaming time looking for bots, if you can report the area when you find it, it’s all good!

So please, do keep these reports coming, guys. We love the information, and appreciate the help!! <3

Your offensive names were blocked on:

• January 18th – 2 names, including one that had “Hooker” as part of it.
• January 20th – 1 name
• January 25th – 1 name
• January 28th – 3 names

This means that you have had four separate infractions in 10 days. That’s a very, very bad record. I don’t know how many were in existence on each date; it appears you’re renaming using the same disallowed combination for which you earlier were flagged.

My suggestion to you: Please do not use FK or F K in the game. It’s just catching peoples’ eyes, causing reports, and getting upheld as unacceptable upon review. You can address this by not using that letter combination in the future.

I will ask the team to change your Display Name to avoid future problems.

Sorry you’re having the issue. Actually, the in-game report system won’t work for this. 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.

Glad it’s sorted out. If you continue to have issues, please post in the Technical Support sub-forum. Thanks!~

Elintor.1839:

Right after the update, i was doing a run of AC and completed it. upon exiting out my game crashed and popped up with this message, “the game client lost its connection to the server. please wait a few minutes before restarting the client and try again. (code=7:11:3:189:101)”. Now whenever i try and log into the character i was using in AC it keeps popping that message up. This only applies to that one toon, i can log into my other character just fine. Is there a solution so that i can get back to playing?
thank you

When you get an error code, that’s almost certainly not an account issue. I’m going to move this to Technical Support, so that you can get the help you need from our TS Team.

EDIT: I added this at the end of the thread, in case anyone was confused by what I said. These are the facts about Error Codes: 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.

Please be sure when submitting a post in this thread that you provide the exact Error Code that you’re receiving. That helps the team so much!

Thank you.

This is not an account issue. Moving to Technical Support forum.

boomrq.3761:

Michael.4791:

Don’t assume anything about other customers.
And if you have a problem, write a ticket. Hopefully the problem can be solved that way.

I wasn’t assuming anything. I looked up on this issue online, and there’s plenty of other people with this issue.

I submitted a ticket, and I’ll be awaiting a response soon.

I am glad that you submitted a ticket, but to be clear, we do not see this as a common issue. When it happens, it’s generally because someone did not purchase the retail version of the game, after participating in one of the beta events. (That’s why there’s a reference to a “grace period.”) I don’t think this message crops up in relation to fraudulent codes, and since your purchase from an authorized vendor (directly, I assume) that wouldn’t be a factor.

Anyway, I’m glad you’re talking to the team, so they can sort out this individual issue.

Sometimes after an update, there can be a bit of a delay in the receipt of items. I suggest that you log out completely, then log back in and see if the item is there. Also make sure you have updated to include the new build, but I imagine you already did that.

If you have problems after a fresh restart, then please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Our Support Team has been gathering information about password reset and password retrieval issues. We share them with the devs, and it would be very helpful if anyone experiencing issues could submit a ticket to Support by filing a ticket through the “Ask a Question” tab on that linked page. They have a short list of questions they may ask you that will help get your issue resolved and will help us assess if there’s a larger issue with this that the team needs to address. Thank you.

boomrq.3761:

Hello, I’ve decided after a 2 month break from GW2 to come back and give it another try, but I can’t even log into the game.
Here’s the error it gives me:
“You have not applied a retail serial code to your account and the grace period has ended. Until you apply a serial code, you will be unable to continue playing Guild Wars 2. Please visit the retailer where you pre-purchased or pre-ordered Guild Wars 2 to obtain your retail serial code.”

Thing is, I pre-ordered the game from Gamestop, and already activated my game on release date. I played happily and I have a level 28 Asura Ranger, and now you’re telling me that I HAVEN’T applied a serial code?
I’ve already searched for the soltuion to this problem, and someone said you have to repurchase Guild Wars 2 from the website. And I’m for kitten sure not going to do that.
This has really kitten me off and I’m just going to uninstall the game unless I get a solution ASAP, along with plenty of other poor customers who are having the same problem.

Thanks.

Hmmm… that’s pretty unusual! The best thing to do is to get an agent looking at this issue directly. 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.

petrock.1472:

I recently transferred Worlds before the Gem Fee was implemented (I switched about 4 days ago I believe). When I did, I realized that I had not emptied my guild bank. When I got to my new home world, I went to the guild bank and saw that everything had been reset. This got me worried.

I had farmed the influence to create a personal guild bank and I had it filled with items. I was hoping that with the upcoming implementation of Guesting that I would be able to guest back to my previous home server and then empty the bank but with the recent patch notes I realized that I can’t do that anymore because

“While guesting, all guild influence earned will be applied to your home world, and you will only have access to your home world guild benefits, including the guild vault.”

Is there any way that I can regain access to my previous home world’s guild bank to empty it without having to transfer worlds twice?

You will need to wait the 7-day transfer waiting period and move to your previous home world to access the guild bank. At that time, it is up to you whether you transfer to a new home world or stay on that one.

We’re sorry for the issue, but that is why we gave more than two weeks’ notice, and tried very hard to give clear information on how the system would work. The good news is that you have not lost anything and that you can retrieve it in time.

Could you please provide me with the 12-digit ticket or incident number? The answer you received sounds a little unusual to me, too!

Albinoturd.4679:

Can anyone enlighten me to why the username Clawedanus is seen as an innapropriate username to use. It does not offend anyone in any way.

Yes it does, and no you may not use it.

There are a few factors, some of which were mentioned above. First, there’s a 7-day wait between world transfers, whether they are free or are paid for in gems. The waiting period cannot be waived. Secondly, there will be a cost, but keep in mind that gems can be earned in the game, and that you can help your friends if you wish to do so, so that he’s ready to transfer at the end of the 7-day period.

Hi Rage. Good to see you here. I’m sorry to hear about your guild member’s experience. I think the best thing is for him to speak about this directly with Support in the ticket where they worked through the compromise/hacking incident. I honestly do not think they can offer this accommodation — even while I understand the details — but it’s good to ask directly via a ticket, so that one of the agents can review all the details.

Thanks.

For a big more information, BossTony, a name-change feature will be sold in the Gem Store or the Black Lion Trading Company, in the future. We don’t have a timeframe for when this would be offered, but it’s something the team is looking into, as you are not the only person who would like to change a character name.

I believe that this is working as intended, so that you are not required to input a code each and every time you log in from your normal location (i.e., home). I talked to our Security Team about this a few weeks ago and I believe that in the final version of the Authenticator, you will be given the option to require the inputting of a code each time. That option isn’t available now, but as I said, I believe it may become available when the Authenticator moves out of beta.

The accounts must be separate. We do not have a means to link two Guild Wars 2 accounts.

Thanks for your support of our game!

Vees.7816:

I have character name called [EDIT: REMOVE OFFENSIVE NAME]. How do I fix that

Like last time, wait until your suspension expires, access the character, and rename it. You will not be able to play that character until it is renamed. You will serve a three-day suspension for the bad name.

Please note that this is the second time you’ve used an offensive name. Remember, with enough of these seemingly-trivial incidents, your account may be completely terminated. So be wise: Do not do this again.

Thanks for posting Genocide! I’m super happy that you were helped quickly and that you’re back in the game.

Sharing — even in the limited form you suggest — is against the User Agreement. I strongly urge you to not do this, and to be aware that if you do, Support cannot assist with any issues that may (and often do) arise from such shared access.

Aurrynthea.7581:

Now before I get a bog standard response saying how to reset my game account I want someone to notice it’s my support account email/login NOT MY GAME ACCOUNT that has been compromised. I have tried to change the settings in my support account but it says that my other address is already registered – but I never registered it !

I have tried to go thru the support site and explain this but they are either not reading my email or they are not fluent in english and don’t understand the issue I have.

I’ve tried resetting the password but no email arrives (is this an issue unto iteslf?) I know I can’t use the same address already linked to my game account but it says my 3rd account is also off limits – so how many addresses does arena.net expect me to have?

I have 3 address: 1 throw away which has been hacked/compromised/spammed to death and 2 that are secure, I want to swap the throw away for one of my secure addy’s

Why is this so dificult?

If you’ve submitted a ticket, what is that number?

I’m sorry, but I don’t know the cost of transfers yet. All will be clear in a few days.

At this point, this thread is not about an account issue, but about a suggestion. I’d like your ideas to be seen by the development team, and it’s more likely that this will happen if you post in the Suggestions Forum.

There are a few very good reasons why we are inclined to not extend this feature to players, but understanding that you feel that it’s a desirable thing, please feel free to post in a forum thread (there are existing threads) about this feature in the Suggestions Sub-Forum.

Thanks for understanding.

No worries, Ham. I’ll let Lance know!

Update: 24 January 2013

130122-000013 Resolved
130104-000818 Resolved
130119-001946 Agent responded 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.

First, welcome to the game!

Secondly, I’m really sorry, but we cannot change worlds upon request. The costs of transfers is something you can earn in the game and I hope you find you’re able to get where you want to be very soon.

Smitten.3076:

Perfect that is absolutely all I want, to know that the scammers aren’t simply getting away with it and Anet is indeed going after them. If I can provide anything else to assist in the ticket please let me know.

We’ll take a look, and I’ll let you know if there’s more that you can provide. But trust me, we’re all very alert to scammers and do our utmost to give them the time-out or the termination that they deserve.

That’s great info, thank you! I’m reviewing that ticket and you’re absolutely right — the agent misspoke just a tad. We do take action if we are given evidence that a scam took place. What we cannot do is retrieve the stolen items or gold.

Preventing scams is a major reason why the Trading Post was developed, and why we so strongly encourage its use. The TP has substantially reduced player scamming, which is good for everyone. In cases where people choose to work outside the TP, they’re entering a Gentleman’s Agreement and we do not get in the middle of the trade. What we do get involved in, though, is taking action against the scammer, if we can establish that a scam took place.

So:

• Use the Trading Post
• If you do not, know that you’re putting trust in the other person
• If you lose your gold or items, we cannot retrieve them
• If you are scammed, we will do our best to establish this and take action against the scammer.

I hope that helps reassure you that we’re not “hands off” on scammers!

I have answered this many times. Please review the forums to find a previous answer. It has not changed over time.

If you have actual examples of an occasion that backs up the “adamently state they won’t do anything” I’d like to see that ticket number. Not rumour. Not player posts. But an actual ticket where our agent said such a thing, because that simply is not true. We will not get in the middle of gentleman’s agreements and pluck items off an account and return them, because it’s usually too difficult to establish all the details. However, we will will take action when we can establish that someone is a scammer.

Update: 24 January 2013

130122-000013 Resolved
130104-000818 Resolved
130119-001946 Agent responded today

Please 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.

To get to Guild Wars support, you can use the means listed on this page: http://guildwars.com/support/ I am sure that either point of contact will help you.

The character name is no longer there. You have two other names that are offensive; one of them is probably the REname that you did today.

We have censored two of your characters. We are being very kind about this, because you could be serving a two-week suspension with the other bad names.

Address this now by doing the following:

• Go onto your account now.
• Change the names of the two characters that have been censored immediately.
• We will be monitoring this, and if you use anything offensive, you will serve a two-week suspension and the agent will rename your characters for you.

Choose wisely.

LordGustoff.3752:

Gaile Gray.6028:

Now remember, you may not see a “scrub and clean” in a matter of hours. We may amass a number of bots and smoosh ‘em all in one fell swoop. But you can be sure we’re serious about this situation and your help is greatly appreciated.

If I may ask (and I apologize if this had been answered before in some other thread), why do you guys not “scrub and clean” as soon as a bot is identified, rather than “amass and smoosh in one fell swoop”. It’s not that I don’t appreciate your efforts at getting rid of bots in game, I do wholeheartedly.

Sometimes it’s more effective to “take names” and remove all at once, to not give warning to the bot companies that we’re observing their minions. I’ve removed bots, and I’ve seen the RMTers respond quickly and move to another area when they start seeing other botters getting banned.

Many RMTs have dozens of people working the game, and what I envision is someone calling out “There’s a GM in [Area A] so we’re going to move to [Area B] for now.” And suddenly, Area A is bot free and Area B is filled with those who jumped maps.

The name isn’t appropriate, and you’ll be back in the game in a few days. At that time you will be required to change that character’s name before you can play on it. Thanks for understanding.

Sharing accounts is a really bad idea. I’ve seen so many cases of this going bad, up to and including divorced couples fighting over an account, both being able to “prove” they are the “owners,” and our team being forced to close the account due to its disputed ownership. This has happened with friends, family members, and roommates, as well. I’ve seen accounts stripped by those same friends, family members, and roommates. Best items binned by a vengeful “Evil Little Brother.” And so forth.

The User Agreement prohibits account sharing except under specific circumstances. We can’t make it right if there are ugly repercussions, and as a player, I encourage you to not do it!

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

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

Hiooih.4603:

Hi Gaile, I told my friend that he would have to make a new account however when he attempted to use the second serial code he bought to register (which he paid for and the charge was not denied like how the account was terminated in the first place) And it gave him the error “Serial code already registered” when he entered it in. In your reply I was under the impression that the account is banned as the first serial code is no longer valid and he should make a new account and the second code would work. I’m not sure how your systems would say that two codes would be registered to the banned account. Can you see about releasing the second code that was purchased or refunding the money? The order number is 31099385 for you to look it up.

This is something that your friend needs to continue to discuss with Support. It sounds like something they’ll need to research from the codes on up.

Shwaz.1548:

Thanks. Resolved. I apologize for my attitude, just frustration.

Really glad that you were helped and are enjoying the game. I certainly understand the frustration, and thank you for updating!

yamz.5897:

So I pay 100 dollars for this game here in Australia, Download it, register, input my details and no go… your game isn’t broken is it? Some assistance would be much appreciated.

Nope, the game is just fine. We want to 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.

Oh sorry, I misunderstood. No, in-game reports will not help this situation. It needs to be documented in a ticket. (I don’t even know that there’s a reason code for errors with in-game mail in the drop down for in-game reports.)

If you could kindly contact Support by filing a ticket through the “Ask a Question” tab on that linked page, we’d like to look at this situation and assist you. For tips on what information to provide in a ticket, please read this post.

I’m sorry about the delay, but the team will need to help him because they can look up the various components of the account, verify ownership, and provide him with the info he needs. Thanks for your patience — both of you!

Ellieanna.5027:

What they are asking is, have you tried to contact GW2 support? If you have, then that account is the support’s way to communicate with you. GW2 uses the parent company for support access.

Correct. We have some CS Agents in Bellevue, at the ArenaNet studio. I work at the studio, as well. Many agents work at the NCsoft offices in Austin, Texas. So getting an email from our parent company — NCSOFT — is not in and of itself any cause for alarm.

Tickets are always reviewed, you can be confident in that. At a quick count, about half a dozen agents were involved in the thorough review given this issue.

A “charge-back” request comes directly from the customer. A credit card agency will not process a charge-back unless it is initiated by and made with the consent of the credit-card holder. So if you did not initiate the charge-back, perhaps someone else did so on behalf of the credit card account: A spouse, a parent, a partner, etc.

Put another way, if a bank or credit card agency is going to stop a purchase, they simply do not accept it to begin with. They don’t accept it and then later file a charge-back. And the most recent response contained information that let you know that we have no record that you or someone related to the cared attempted to resolve any issues with us, and therefore, unfortunately, did not have a chance to resolve whatever that issue may have been. Instead, the charge-back was filed. And at that time, all monies paid to us were refunded, as requested.

I reviewed the ticket, and had one of the team members do so as well. The account cannot be reinstated or released for the application of a new serial code.

I strongly encourage you to never share your account credentials with anyone.

If you want to be on a common world and cannot wait the relatively short time that it generally takes for a space to become available, ask your friends to join you on a less-populated world. (The average wait time is a few hours; those who wait many days are in a tiny minority.) I do appreciate and sympathize with the situation, but that is the option that is available right now.

Be aware that giving your credentials to someone else puts you in breach of the User Agreement and puts you at substantial risk of account theft or of having your account found to be in “ownership dispute” so that it must be permanently terminated. We do not want that to happen to you, so please, choose wisely!

I understand your thoughts about a “transfer queue” system. I mentioned it to a co-worker, because I think the idea has merit. We came up with some questions about the process, basically, “How would that work?”

What if you were in the middle of a dungeon and got the message? Would queueing cause people to abandon parties? What if you were offline, would such a queue simply move you without your consent? (We don’t even do that from overflow to normal worlds right now — you must indicate you do wish to move.) If you declined to move because you were in the middle of playing, what happens — do you drop to the bottom of the queue or do you get asked again and again until you accept?

Basically, this sounds good in theory, but there seem to be a lot of questions about how it would work in a functional sense. I will see if I can ping a developer about this, but you’d do well to post this in the Suggestions Forum, because that is reviewed daily and it would catch the eye of devs over there.

The bottom line is that your home world situation isn’t really an account issue. It’s related to your account, yes, but this forum is built more to address access issues and questions about things like suspensions, policies that result in timeouts, etc. So with all due respect I’m going to lock this thread and encourage you to post in the GW2 Suggestions and/or Discussion forum.