Guild Wars 2

CoolConfidence.4935:

Gaile Gray.6028:

Yes, as others pointed out, the name was offensive. Since players cannot change their display name—for what I think are pretty obvious reasons—the CS Team anagrams the name from the letters used.

If players aren’t supposed to be able to change their display names for obvious reasons, then character name change(supposedly coming in the future) should be the same and should not be offered.

With character name change in GW1, you’re limited to once a month or something like that. I don’t see why this can’t be implemented on display names as well. Maybe like once a year even.

This does not make sense.

There is a distinct difference between the display name and the character name. If someone wants to do bad things and hide, he could delete a character in an attempt to hide, to “wipe the slate clean.” But with a continuing display name that cannot be changed, the community as a whole has a means to identify those people.

We allow deletion of characters. We will offer a character name change feature in the future. But I don’t think we’ll offer optional display name changes, although naturally that is subject to review and an option may be offered in the distant future.

Yeisei.9358:

Gaile Gray.6028:

This is very odd! I believe this is not an account issue, but a Bug. I was going to ask you to post in the bug forum with as detailed a report as possible, but it occurs to me that we need to know the names of the accounts involved, and I’d rather not ask you to provide other account display names. (It’s not a security issue, but it seems nicer to keep this private.)

So please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Give as many details a possible — who sent, to whom, when — and any error messages you got. You could do a walk-through, so that the QA team can try to duplicate this.

Thanks for your help with this report!

A Bug-report of this problem with account names was filed by both my guild-mate & by me before the first posting about this on this forum.
from my end, everything looks normal. From guild-mates end, mail is not recieved until a third person sends mail to them. no error messages

May I have those 12-digit ticket numbers, so that I can review the tickets?

LowSnide.1983:

My account was currently hacked. I accept it as my fault and have already added an authenticator. My biggest issue is that they have transfered all of my characters to a different server and I would like to know if there is a way to get them back to my original server.

Thanks for any help with this issue.

If you will please update your ticket to make this request, the team will do their best to get you back to your home world.

nethykins.7986:

I got a “survey” from Ncsoft after i got an infraction overturned.

Didn’t fill it in though, so perhaps its safe not to?

We do send surveys. I got one for making a “test” ticket, in fact. No worries, but naturally check the link before clicking through. It should go to an NCsoft.com address.

Hey there. I think I can put your mind at ease. NCSOFT is our parent company and many of our GMs work at NCSOFT offices. So getting an email saying that you have an NCSOFT support account is perfectly fine, as long as it truly came from us. Please note that we recommend reviewing all links in all emails, so that you know that if it says “Click here” and it leads to shadywebsite.com, you won’t go there, but if it leads to Arena.Net, or GuildWars2, or NCSOFT, you’re ok.

If you are certain that you did not reach out to us in any way — the support.guildwars2.com site, and email to support@guildwars2.com, a contact to forums@arena.net, a phone call, whatever — then I want to see the email. Please update me on whether you did any of those things.

Rhongomyniad.5081:

It’s alright then Gaile, someone should give you a medal for always engaging with us on this forum – it certainly helps from a customer POV.

Whether this happens again or not, thank you for your help.

You’re very welcome. And hey, if it happens again, you let us know and we’ll take care of you, but I’m really crossing my fingers that we never hear from you again! (Well, in the case of a need, that is. )

MaRko.3165:

I was able to purchase some by using my debit card. (using the ‘click somewhere else’ trick). Paypal never did work. Oh well.

I’m glad you were able to purchase, but sorry for the inconvenience. This sounds like something I should point out to the folks who work on the UI. Thanks for your understanding.

Rhongomyniad.5081:

I’m not sure Gaile – I was playing this latest time when I got booted out of game and accused of being involved in gold selling/RTM etc. Since Saturday when I got unbanned I have only sent two gold to someone – I’m not sure if my account is flagged somehow.

I do have email authentication activated for log in attempts (only trusted source is my p/w secured wifi at home and at another house, I also just reset my modem and pw).

I have made a new password now that is long as hell.

But I suspect my account is flagged as I have not had any messages to authorize log in attempts except from me (eg logging into forum on my phone 3G).

I would appreciate any advice you can offer to prevent this from happening.

Nah, we are not flagging your account — there’s no reason that I can see why we’d do that! I talked to the team and what appears to have happened is simple human error, and they caught it pretty quickly, thank goodness. We track various in-game activities, but there’s nothing you did that should have resulted in a block. I’m almost wondering if it was a typo, or a wrong-click situation (like whomever was assigned to unblock the account had the account cached and blocked again — except who has something cached for three days?) So the latter theory isn’t likely, but knowing you were engaged in benign activities, I can’t come up with too many scenarios here.

I do not think this will be repeated, and I’m really sorry for that time out!

Update: 21 January 2013

130118-000360 Resolved
130118-000215 Resolved
121109-000541 I followed up on this today
130105-002862  Under review; thank you for the detailed report
130106-002397 We have no control over this, as it was a charge-back. I’m sorry but we cannot release the account.
121222-000291 Final answer sent 1/20, and it was explained that we cannot release this account, since it was involved in a charge-back. You are welcome to start a new account, but this one is permanently terminated.

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: 21 January 2013

130118-000360 Resolved
130118-000215 Resolved
121109-000541 I followed up on this today
130105-002862  Under review; thank you for the detailed report
130106-002397 We have no control over this, as it was a charge-back. I’m sorry but we cannot release the account.
121222-000291 Final answer sent 1/20, and it was explained that we cannot release this account, since it was involved in a charge-back. You are welcome to start a new account, but this one is permanently terminated.

If we use the serial code for verification of ownership — and often that is the compelling piece of evidence of ownership — then naturally we are not comfortable providing that information in a ticket.

You do not need your serial code to get help. That’s proved by the fact that your ticket was answered and you would have been given assistance without the code. I cannot see any reason that providing the code is a greater need than our keeping it secure.

And your second ticket has been responded to, with details about this policy.

What I’m concerned about is that Rhongo appears to have been hacked twice? That’s a scary thing, and points to the need for using an authentication system, either Two-Factor or email.

According to my review, he was helped back into his account about 1 minute ago.

Please 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.

SazerX.6830:

i got suspend for usin unacceptable name, and im still new to the game, so i didnt know u cant use those kind of name in GW, i was wonderin if u can do somethin about it, i pay for the game to play it, not to get suspend just for a name, im a busy person, i dont have all the time in the world just guy like u. So plz fix it

You will be able to change your name when you are back in the game. But it’s true that we don’t allow the use of the “F” word in a name. (I can’t think of any other game that allows that, either.)

The policy is clear and the Guild Wars 2 User Agreement, the
Rules of Conduct, and the Naming Policy, are explained in clear language in the Conduct Breaches and Outcomes document. Familiarize yourself with them and you’ll never have another problem.

This is very odd! I believe this is not an account issue, but a Bug. I was going to ask you to post in the bug forum with as detailed a report as possible, but it occurs to me that we need to know the names of the accounts involved, and I’d rather not ask you to provide other account display names. (It’s not a security issue, but it seems nicer to keep this private.)

So please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Give as many details a possible — who sent, to whom, when — and any error messages you got. You could do a walk-through, so that the QA team can try to duplicate this.

Thanks for your help with this report!

I would imagine there is more than a simple trade that is causing this to happen but I don’t have a view of what that could be. I am sorry for your inconvenience! Please ask your girlfriend to submit a ticket or better still, update her existing ticket, to get this sorted out.

Yes, as others pointed out, the name was offensive. Since players cannot change their display name—for what I think are pretty obvious reasons—the CS Team anagrams the name from the letters used.

We do not send an email, just as we don’t waste a lot of time doing warnings. The User Agreement and the Rules of Conduct (both here) explain the expectations, and the initial time-out is considered a clear warning.

Rmpz.7031:

Just me that keeps getting :

“Not Available

This feature is currently unavailable."

When ever I hit “Forgot your password?” in the client?

Seveleniumus.5973:

I also can’t change my password, when I write new password it just logs me out and password remains the same.

Ambival.8304:

Same here. Got an e-mail saying someone was trying to hack my account and went online to change my password. No dice. Whenever I try to change it with valid values, I get no response and the password remains unchanged.

Inculpatus cedo.9234:

for me, this is not a ‘log-in’ issue, it is a ‘change your password’ issue
when trying to change the password, I enter a new password – confirm it…and nothing happens

there is no message saying there is an error, and the password does not change at all; so, in essence, I am unable to change my password

I have no security issues at this time, I was just wanting to change it periodically, as a safety measure, but it doesn’t respond…and, as I said before, I don’t want to mess around with it too much, for fear of being locked out of my account

I hope this helps =)

Thanks for this issue. Have you contacted Support? We’re gathering some info on these situations, so there’s a double incentive: We can help you, and we can get some data on this, in case there’s a rare issue that is raising its head from time to time.

So if you could, 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.

You’re welcome to get support without providing the age of your account. That is helpful info, but it’s not required. For tips on what information to provide in a ticket, please read this post.

What is your ticket number?

Thank you so much for posting this! I will be sure to share this with the team. I’m proud that they were able to help you so quickly, and happy that it sorted out well for you!

I suggest that you start fresh and use another email address to contact support. Please mention that you had this problem, so that the team can verify who you are and which accounts you own and, hopefully, get your support accounts down to just the one that you need.

Just a note. This isn’t an account issue but a technical support issue, so topics of this sort will get their best response in that forum.

I hesitate to move this to TS because I want the OP to see the information shared by Badacuda, but I may move it in a bit just to keep it in the right area.

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.

I don’t mean to dismiss your concerns, but couldn’t the same be said about a lot of things? “My friends and I wanted to go to the 6:30 showing of a popular film but it was sold out.” “We tried to book dinner reservations on Saturday, but they can’t fit us in until next week.” “The first available appointment for your doctor is next Thursday.” “The flight was booked solid.” Maybe the most apt analogy is, “I went Christmas shopping and it took me 30 minutes to find a parking space.”

I have seen the same server/world situation since Asheron’s Call (which was a long, long time ago). Servers have capacities and there’s no way (that I can think of) to get around that — it’s a hardware situation that must be accommodated, much as a telephone system has a specific limitation on the number of calls that it can handle.

Please note that GW2 world capacities are adjusted from time to time; in fact that happened quite recently. More importantly, world population changes take place daily when individual players move to a different world, when guilds switch worlds, etc.. And I don’t know of anyone who has this problem for more than a few days.

I do sympathize with those who have to wait a day or two to get the whole gang together and I hope that each of you will soon be good to go.

I had initially thought this might be a technical support problem, but it now appears to be a Bug, so I am moving it to the Bugs Forum.

I had initially thought this might be a technical support problem, but it now appears to be a Bug, so I am moving it to the Bugs Forum.

Update: 18 January 2013

130109-002425 Resolved
130109-000300  Resolved
130109-000140 Resolved
130106-002397 Final response sent yesterday
130104-003085 Final response sent yesterday
130103-001729 Agent responded yesterday
130106-002397 Final answer sent today
130103-000288 Final answer sent today
121219-001928 Final answer sent yesterday; the account cannot be released or reenabled.
121117-000122 Final answer sent today
121227-003320 Final answer sent 1/15
130103-000131 I followed up on this again today
130103-003231 I followed up on this again today
130104-000818 I followed up on this again today
121227-002593 I followed up on this again 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: 18 January 2013

130109-002425 Resolved
130109-000300  Resolved
130109-000140 Resolved
130106-002397 Final response sent yesterday
130104-003085 Final response sent yesterday
130103-001729 Agent responded yesterday
130106-002397 Final answer sent today
130103-000288 Final answer sent today
121219-001928 Final answer sent yesterday; the account cannot be released or reenabled.
121117-000122 Final answer sent today
121227-003320 Final answer sent 1/15
130103-000131 I followed up on this again today
130103-003231 I followed up on this again today
130104-000818 I followed up on this again today
121227-002593 I followed up on this again today

We can help you, but not through a forum post. 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.

Vol.5241:

Removing your stored credit card information and adding it is a temporary solution to get past this.

That does work for some players. Thanks for sharing.

I understand your comments, and I do see your point of view. I was rather surprised to learn we have “trottles” on purchases. The reasoning behind those controls could be related to many things, and I don’t want to misspeak in saying “They’re in place for ABC reason.” But I will share your thoughts and see what if there are changes planned, or individual flags possible, so you don’t run into this situation.

In the meantime, thanks for your support of the game and for your reasoned feedback.

Just a note, if the suggestions do not work, we’re aware of a few (fewer than 100) transactions that are “stuck” right now. That may include yours, DANiEL and Pantad Burk. The team is investigating this.

If you were able to complete your purchase, could you please update this thread? Thanks.

DANiEL.9548:

Well I’ve tried checking it and have tried not to check it, but nothing works. It seems to be an error, as you may be able to solve?
Have tried everything but get only an error of messages when I press confirm.

I wish I could help you, but I just don’t h ave the tools that the Payments Team has at their disposal to figure this out. So go ahead and contact Support directly. Fild a ticket through the “Ask a Question” tab on that linked page and they’ll work with you to make this happen. Very sorry for the inconvenience!

Pantad Burk.3598:

i got the same problem as him, but im useing paypal. i have tried with 2 diffrent paypal accounts with diffrent payment cards. non of them work.

That’s very odd, and I don’t think the stop is coming from us, but it’s hard for me to appraise that. I encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Support should be able to assist you in making the purchase.

I haven’t seen issues arise with leaving the change screen and trying again. I do believe this situation was related to capacity rather than to some sort of bug, but if you continue to have difficult, as Eva suggested, go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

I’m sorry that’s happening to you but the initial account lock-down was intended to protect the account, and the secondary flag for “gold selling” came about because the hacker used it in bad ways.

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.

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.

DANiEL — did you remember to choose the little image of a MasterCard when trying to purchase? I’ve been told that you need to do that and some players have said they didn’t make the “this is the card I’m using” choice and were not able to complete the purchase.

Could you let me know?

Where did he purchase the game? If he did not submit a support ticket, please ask him to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him.

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

Your friend will need to 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.

Well, first of all, we will not swap codes. Please do not ask the team to do that because it takes time away from people who have actual support issues.

Secondly, if you did not purchase from us, I cannot answer for whether you can get a refund, that depends on the seller of the game.

Thirdly, if you did purchase directly from us, we may be willing to refund the payment, it depends on the situation. However, we will not process a refund unless we permanently close the account. (It’s only fair to do that, for a lot of reasons.) So whatever you’ve achieved since you began will be lost to you if you request and receive a refund.

I like the ideas that other players have shared: Retain a second account, share with a friend, etc.

Well, you certainly opened my eyes! I had no idea we left you in the dark about which reason to choose when you’re writing to ask about Gem Store purchases. Thank you for pointing that out.

I would say for now, that “Refunds” might be the right answer, but it’s not really a good one. So I wrote our Support Leads and asked them to consider adding something like, oh, “Payments” or even “Billing” or “Gem Store” to the list, to help players get in touch with us and to sort the incoming ticket properly so it gets sent to the agent best able to answer it.

Thanks for your feedback. (And I’m sure you’ll be helped quickly, but do update in the Tickets for Review thread if you still need help after three days.)

Please review the User Agreement, where you will see that in certain specific issues, account sharing is not disallowed.

We have an ART — account restoration tool — now. But it is not used for issues like accidental deletions, mistaken purchases, etc., but it is designed and used only for a full-account restoration in the case of an account compromise.

We may have a “undo” button or something of that sort in the future. Believe me, I’d done what you did, and I’m sorry to hear about it. I hope we’ll have a feature that is a sort of eraser for mistakes, even if it’s limited to immediate use. (IOW, you could undo while in the interface, but can’t go back weeks later and undo a purchase. )

First, this isn’t an account issue, but in order to help you I’ll suggest this:

If you don’t have a ticket number, then I am concerned that the team didn’t receive your concern. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Choose whatever option allows you to comment on Forums when submitting the ticket.

What is the ticket number?

We do NOT close accounts due to “inactivity.” Please look again and provide an accurate message.

I worry that your accounts have been compromised, that is, hacked. If you get a message the refers only to an “account issue” that may be the case. Each of you should individually 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 can use the Support Interface at https://en.support.guildwars2.com/. Log into your account via the “My Stuff” page.

WarDiver.8320:

Hi, my reference number is #130112-000264.

The agent sent a request for more information 5-6 days ago. Please update to answer the questions so that we can verify ownership of the account. Thanks.

I understand your situation, and appreciate why you’re making the suggestion to remove the requirement for a serial code. However, please keep in mind that when a password is forgotten, the serial code may be the one piece of information that is not publicly available. Your email address is probably “out there,” and certain your address is, as well. The serial code is unique, and that’s why it’s a really good way to establish that you are who you say you are, and should be assisted with access to the account.

We may make changes; I’ll ask around. But right now, it makes sense to work with Support — and thank you for your kind words about the team! — when you need assistance.