Guild Wars 2

It sounds as if you have discussed this with Support. What is the 12-digit incident/ticket number?

Players offering an “Investment service” or “a Gold Bank” or a “Sales Service” or other things of this nature are essentially offering systems that allow them to profit from players through non-game-based systems.

We’ve seen a lot of tickets from players who decline to use the Trading Post and instead use email to trade or buy items. This often turns bad. These players then ask Support to “right the wrong” when the trade or sale goes bad, and we’re simply not able to do that. (Action the scammer: Yes. But go onto accounts, pluck off items and return them to the other player: No.) Arrangements of this kind are called “Gentlemen’s Agreements” and they, like most guild politics, are things in which we do not intercede (except to take action on the account involved in provable instances of abuse).

So players “invest” with a player and find they do not get a return, or get a return less than they expected, or find the player disappears with all their hard-won gold. They come to us to say “Do something!” and we explain that this was a private arrangement and we cannot mediate such arrangements. (Even while, again, we’ll look into the matter and, to the best of our ability, close the accounts of anyone involved in scamming or stealing form other players.)

Bottom line: We’re not going to give you overt permission or approval to do this. We will not say “Your account will not be terminated if you do this.” Conversely, we will not summarily terminate your account if you do offer this service. But be aware: If you offer this service, you do so — and those who use the service do so — at your/their own risk.

Gosh, that all sounds so grouchy and I don’t mean it to be! I can see how the system could work for everyone concerned. I just want to make sure that folks know it can also go south at high velocity.

anonymouse.9053:

ArenaNet isn’t going to divulge how they are revealing their methods of finding bots, nor should they. When I farm for materials, I just do it, sometimes for hours in the same areas, and I don’t worry about any bans. Hasn’t been a problem.

This is true and a logical course to take. Thank you for posting.

Updated: 16 January 2013

130104-000818 I followed up on this today
121227-002593 I followed up on this today
130106-002397 I followed up on this today
121219-001928 I followed up on this today
130106-002397 Thanks for your update; the team will review it
130104-003085 Final response sent yesterday

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.

Updated: 16 January 2013

130104-000818 I followed up on this today
121227-002593 I followed up on this today
121219-001928 I followed up on this today
130106-002397 Thanks for your update; the team will review it
130104-003085 Final response sent yesterday

I would suggest that you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you. (I might file this under a technical support issue so the right people look at it, but the team will be able to route it to the correct agent.)

Are you exploiting when you farm, that is, play the same area over and over again? Nope, not unless you’re using a macro or a bot to do it while you sleep. What I was told was that the devs felt that the time spent was acceptable in relation to the rewards. John later confirmed that it wasn’t an exploit, so I believe the question is covered now.

In addition, my comment about change was general in nature, simply a way to say that, as we’re all probably aware, things can change in a game over time. I didn’t mean you to be concerned, pulse, with the lost of attained rewards.

Remember, folks, that Error 7 is common because it simply indicates that you lost connection to the game. It could be us. It could be your modem or router. It could be the ISP. It could be a minor or major outage in the Internet backbone.

Each case can be slightly different, so submit a ticket, indicate it’s a technical support issue, and please follow up with our agent gets back to you, so that he or she can help you identify and resolve the problem.

A team member just review this and you submitted a single support ticket, got a response from Technical Support, and never responded back. They cannot help you if you don’t respond.

If you still need help, please update your ticket providing the info that they requested. They’ve helped many people with this issue, so I am confident they can help you, as well.

Hmmm… I think you need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you.

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

This is not an account issue. I will ask the TS Team if they can review your post in that forum, but I need to close this to keep the focus in this forum on the proper topics.

Gold or item transfers, in and of themselves, do not result in account closures. A number of accounts are closed daily for gold or item deliveries (RMT) that involve real-world purchases. A few players have been flagged for RMT in error and were quickly reinstated once the error was identified.

The huge preponderance of transfers go through without a hitch, and tens of thousands of them take place between legitimate players every day without any sort of suspension.

No, it’s no ok. I mean, technically speaking, the minute someone else logs into your account with your permission — that is, you gave someone your credentials — you are sharing your account. Which you should never do, and which the UA strictly prohibits.

Now, I don’t think that the Big Eagle of Banningness is going to swoop down and terminate your account. But you should do two things:

• Change your password: Use something complex and something you use no where else. Use a password_that no one else knows_ and never tell anyone that password.
• You raise your right hand and swear you will never give access to your account to anyone, for any reason, at any time, forever. And mean it.

I am joking with you a bit, but if you knew the number of sad, sorry cases we’ve seen of account thefts, ownership disputes, and other issues over the years, you’ll understand that my concern is legitimate. Account sharing is one of the major issues that results in closed accounts, and you do not want that to happen to you!

As noted earlier, this is not an exploit.

However, I wanted to add that things can change, and the devs may make adjustments to the rewards if they feel that would be a good thing to do. But at the present time, they do not consider these runs exploitative.

I think people are under the impression that “If you play a lot, you increase your chances of getting flagged for botting.” That is not the case because even if someone played hours and hours a day, there are a lot of other data points that are reviewed before someone gets flagged as a possible bot.

I cannot say for certain why you were blocked, and certainly not why that happened two times. I’m sorry for the confusion! We take on board the difference between a player who farms many hours a day and a player who farms for a living. I’ll check into the details, but I would continue going about my normal gaming and not spend too much time trying to find work-arounds. IOW, play the game as you desire, as long as you’re playing fairly (as I believe you are), and you should be just fine.

Is this the same issue in the same ticket? If that’s the case, you should not have to restate the issue each time. Could you give me the 12-digit incident or ticket number, please?

We know there are false positives, and we regret each one of them. A certain number of false positives is the unfortunate-but-necessary outcome of intense security and anti-fraud measures.

I feel sure our agents were both respectful and helpful in addressing each of the issues, including cases where someone purchases through an unauthorized retailer, has the serial code disabled by the shady retailer, and purchases the game again. Although that does not apply to your situation — you purchase directly — I wanted to mention this because we do not feel that players could possibly hold us responsible for the actions of a shady seller.

In the end, we’ll work with a player to resolve issues involving his or her account. But in a non-subscription-fee game, I’m unsure what you feel would be the proper “consideration” for issues that, in many cases, are not of our making.

Please feel free to submit your suggestions to me directly, as I need to contact you about a separate issue that will come as no surprise to you, I’m sure.

Edited: To clarify that this was not a third-party purchase but to include the info for someone else in a somewhat-similar situation.

And I also see that you got a response from an agent. I’ll close this thread, since you’ve been helped.

Ah I got the ticket number. But just as a general note, those posting in this forum should always include their 12-digit Support Incident/Ticket number. Thanks!

Meta — please understand you’ve asked for help three times in a single hour, and we do want to help you! However, you haven’t given us any information that allows us to assist. What is your ticket number?

Hi. Can you tell us a bit more? For instance, how exactly is the forgot password feature not working? What was your experience? Did you get an error code or error message? If so, what did it say? Did the link not work? Did it simply not successfully reset the password after it appeared it had been done?

If you can walk us through this situation, we’ll try to duplicate it in-house and make whatever improvements we can to help players.

Thank you.

Siliconmana.3816:

Gaile Gray.6028:

You guys rock! Many of these areas are under our beady eye right now, but it’s super helpful of you to give us the details that you notice.

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.

And I have to remind: The very best way to report bots is to submit an individual report via the in-game system. This is because those reports give us ever so much info and they help us nail… err… attend to them very quickly. * ahem *

Thanks again and keep the location reports coming!

Stormbluff Isle:
Gaile, at least one of the bots Enju and l reported in this thread days ago is still active in Cursed/Malchors everyday as he was downed it was possible to add to friends list. Whenever l’ve been ingame since, he is logged in. We are not supposed to post names and fair enough if there’s a mistake however l did shoot fraps of the others that were blinking in and out and guess l will have to edit and upload to YT and send names and private video link to Anet as nothing seems to be done through here yet.

How are you reporting this? Via a ticket, or via an in-game report using the interface? I can check into it if I know which means you’re using to report. Thanks.

Thank you again for your continued reports! <3

Oh wow, that’s great information! I am passing this along to… a bunch of people!

Thank you for sharing this helpful info!

If you see this sort of thing, I suggest you immediately change your password and check the security of your email, as well.

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

I do not believe that we would take action on this, because cases of “griefing” are often subjective and difficult to prove. However, you are welcome to submit a ticket to the Support Team to decide.

I don’t know of any language in which the word “N a z i” does not have an ugly connotation. You will be able to rename the character at the end of the suspension period, but the suspension must be served.

In the future, please choose wisely.

Update: 15 January 2013

121220-002799 Resolved
121224-001289 Resolved – thanks for updating your ticket.
121227-002254 Resolved
130104-003318 Resolved
130111-000362 Resolved
130111-001903 Resolved
130112-000282 Resolved
130109-000300 Resolved
130109-000140 Under review
130106-002397 I followed up on this today
121219-001928 I followed up on this today
130101-000432 Agent responded Jan 7
121227-003320 Agent responded today
121227-002593 Agent responded today
130105-000178 I updated today in this forum thread
130113-001821 Agent responded today; I also wrote a note in this forum thread
121203-001236 Forum moderator 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.

Update: 15 January 2013

121220-002799 Resolved
121224-001289 Resolved – thanks for updating your ticket.
121227-002254 Resolved
130104-003318 Resolved
130111-000362 Resolved
130111-001903 Resolved
130112-000282 Resolved
130109-000300  Resolved
130109-000140 Under review
130106-002397 I followed up on this today
121219-001928 I followed up on this today
130101-000432 Agent responded Jan 7
121227-003320 Agent responded today
121227-002593 Agent responded today
130105-000178 I updated today in this forum thread
130113-001821 Agent responded today; I also wrote a note in this forum thread
121203-001236 Forum moderator responded today

It’s very kind of you to write, Nilkemia, and I’m glad that things sorted out for you!

Beeca.9467:

My ticket is 130113-001821 and yes this is my account and yes this my my CC i want this fixed now .

How dare you do this to me , i will NOT fill out any of the stuff you want me to on that, restore my CC so i can buy the stuff i want .

Just because someone thought this was a good idea i want this fixed i have spend hundreds on this game money is not a problem with me.

But doing this to me its like attacking my credit score which to me is very very important i want this fixed and again i will NOT fill out the information they sent me i feel i dont have ,you guys screwed this up and can fix it yourself and it had better be fast.

I really like this game but will leave over this and never play another one of you games again.

I hope by this post you can tell i am mad !!!!

An agent responded today and I think you’ll be reassured by the message that he sent. This absolutely will not affect your credit score! There is an internal system that was developed to provide a level of protection for accounts that make significant purchases. (One protection is against someone making unauthorized purchases, like a child using his/her parent’s credit card and running up a bunch of purchases.)

I want to say that — as a player and a consumer — I totally understand your confusion about this. I am going to discuss the process with some team leads to learn whether there’s a simpler way to allow you to move forward with your desired purchases in a way that still prevents mis-uses on other accounts. But the process that the agent described seems sort of painless to me, and it’ll get you where you want to be, albeit with you taking a bit of extra time to manually input the CC number.

I just had to respond because you were worried about things that would concern me, too, and I sure wanted you to know all was well from a consumer/credit rating standpoint. The limits are internal and are not at all related to you, your card, your rating, anything like that. And I also wanted to thank you for your support of the game!

Jamie.8170:

“130105-000178 Resolved” – False

This account has not been “Resolved”. This is my husbands account. Who did you talk to because he has not gotten any emails what so ever. Is this tread fake to keep the cries of bad support down? It has been 11 days and we have not gotten an answer from anyone. If you are talking to someone the account has been compromised and you are talking to someone who stole the account.

This response was sent to your husband on January 5th:

Hello,

Thank you for getting back to us.

I have reset the Guild Wars 2 account password. Please use the following information to log in:

Guild Wars 2 Login Name: {REMOVED}
Password: {REMOVED}

To update your Guild Wars 2 password to something new, login using your current information at https://account.guildwars2.com/ and follow the steps below:

1. Click on the “Edit Profile” link on the left hand side of the page.
2. Under “Change Password,” enter the current password, as well as a new password in the New Password and Confirm Password fields.
3. Click “Save Changes” to complete the password change.

Please let me know if you have any other issues or questions!

Please ask your husband to check his Spam and Deleted email folders, because this was sent out on that date. One concern: Could his email have been compromised? Suggestion: If he does not find this information, or feels that his email account may be in jeopardy, please open a new ticket with a different or preferably new, secure email account and apprise the Support Team about that concern. If email security is fine, he can update the ticket through the support interface.

And no, this forum thread is not fake. I’m pretty sure I prove that every day.

The security of your account, and our ability to help you prevent an account compromise, are completely unrelated to this PM spam. An analogy might be: Just because someone can randomly dial your phone to make a sales call doesn’t mean they can get into your locked house.

We’re aware of this issue and we regret that it is happening. We are closing more than a dozen forum and game accounts a day related to this situation. These RMT/gold sellers are abusing the system and breaking every rule about Guild Wars 2 out there: UA, Forum CoC, RoC, Copyright… you name it.

We’re looking at adding better systems to prevent this problems. But in the short term, if you simply open the PM and hit the flag, saying “RMT spam” or “gold seller” or something of that sort, our moderators will take care of the problem person.

I have been discussing these reports (and those that come in via tickets) to try to determine if we have some sort of issue. A lot of times, folks are trying to log in using their display name instead of their (email) log-in name. Other times, they’re simply typing the wrong information, or making a consistent typo. But we don’t want to mark these as “user error” unless we know there isn’t an issue.

Can you folks please update to say what happened with your situation? Were you able to log in? What solved the problem?

Thank you!

Krip — are you ok now? If you need me to look at the ticket, please provide the 12-digit number.

I think you’ve done exactly what you should to get help. 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.

The suggestions above are helpful. Please note the following:

For tips on what information to provide in a ticket, please read this post. You can update an existing ticket to provide more info; this expedites the resolution of the ticket.

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.

Glad this was resolved, thanks for the kind suggestions!

Good suggestion, Simon. Syver, please check your collections tab!

Do you have an incident / ticket number from submitting a ticket?

Just to keep you up to date, transferring gold is very seldom a problem, unless, upon human review, there are a lot of question marks related to your account.

Let me take this opportunity to mention that a number of people whose accounts were suspended believe they were terminated for transferring gold, but in fact they were locked down because they were hacked. I’ll give you an example: Fred transfers 25 gold to Mary. Later that night, Fred’s account is hacked and the thief — probably an RMT worker — starts transferring up a storm, moving gold, shuttling off items, the usual account thief bad stuff.

Fred wakes up to see his account is blocked and thinks, “It’s because I transferred gold to Mary!” But in fact, it’s because the account thief was detected misbehaving on the account and the account was suspended because of what the hacker did.

Once Fred writes Support, proves account ownership, and gets reinstated to his account, he will log in and most likely see exactly what happened: either he was erroneously suspended for a simple, legitimate gold transfer or — far more likely — his account was suspended for gold sales, RMT activity, etc., which the Support Team can address promptly. This means that what Fred would have seen changed from “Your account was terminated for gold sales” to “Your account was closed for an account issue” and that second in-game message usually points to the account owner being the victim of an account theft.

Don’t worry, we’ll help Fred (and nail the account hacker) and with the ART (Account Restoration Tool) chances are we can restore Fred’s account to a point preceding the account theft. Fred will be back in good shape after working with Support.

Sorry for a long post, but I wanted to get this out there because players should not be overly worried about doing a simple, fair, clear transfer of their own gold! And in the event we do make an error, we’ll get you back on the account.

We don’t have that feature for these forums, but that was discussed just today as a feature we would like to have in the future. (No timeframe, because there’s a lot we have on our To-Do and Wish lists.

We absolutely do care. I just sent over a few tickets for review, and your friend’s may have been one in that batch. I raised an eyebrow when I saw the history on the account. I can’t tell if some of the players are persistently cheating or if there’s something going on with the occasional (and yes, these are rare) account analysis.

But we are on the case and will review these with care. I am sorry that this happened!

Update: 14 January 2013

130105-000178 Resolved
130109-000149 Resolved
130109-000469 Resolved
130110-000485 Resolved
130111-000283 Resolved
130111-000598 Resolved
130111-000772 Resolved
121203-001236 Not an account issue.
121227-003320 I followed up on this one today
130103-000131 I followed up on this one today
130103-001729 I followed up on this one today
130103-003231 I followed up on this one today
130104-003318 I followed up on this one today
130109-000140 I followed up on this one today
130109-000300  I followed up on this one today
130110-000278 Final response sent 10 January
130108-001210 You have not provided proof of ownership; please update Ticket No. 121223-000689
130109-002425 Under review
130111-000362 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: 14 January 2013

130105-000178 Resolved
130109-000149 Resolved
130109-000469 Resolved
130110-000485 Resolved
130111-000283 Resolved
130111-000598 Resolved
130111-000772 Resolved
121203-001236 Not an account issue.
121227-003320 I followed up on this one today
130103-000131 I followed up on this one today
130103-001729 I followed up on this one today
130103-003231 I followed up on this one today
130104-003318 I followed up on this one today
130109-000140 I followed up on this one today
130109-000300  I followed up on this one today
130110-000278 Final response sent 10 January
130108-001210 You have not provided proof of ownership; please update Ticket No. 121223-000689
130109-002425 Under review
130111-000362 Under review

YouSuckAbove.2305:

Following up on a guild members ban. Hes been gone for awhile and has not received any news for over 7 days now. Just want to know if this could be resolved soon so he could come play with our guild again and Guild Wars 2.

His ticket number is.
130103-000131

OhOhK.6382:

One of my fellow Officers from my guild seems to have been banned for some reason. I would like to know if he can get his account back. He really is a good guild member and I would really like to have him back with us. Please whenever you have time look at his ticket Anet. Thanks for the game.

Ticket # : 130103-000131

Yet again, I am asking that players please coordinate, and not post multiple tickets about the same situation. If you’re discussing an issue in the game, in forums, whatever, please one of you say you will post in this thread and then do so. This was easy to spot, as the posts were adjacent to one another. But other situations have had four threads by four people scattered over a full page, and it’s really time consuming to keep opening the ticket, only to realize it’s the one you opened thrice before.

I will review this, but thanks for understanding about not putting up multiple posts about the same ticket (within the same timeframe).

You guys rock! Many of these areas are under our beady eye right now, but it’s super helpful of you to give us the details that you notice.

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.

And I have to remind: The very best way to report bots is to submit an individual report via the in-game system. This is because those reports give us ever so much info and they help us nail… err… attend to them very quickly. * ahem *

Thanks again and keep the location reports coming!

You’re welcome, even if I am not a sir.

Michael.4791:

scabies.3246:

If I provide a video of bots circling the same path in Southsun Cove 24/7 that use obvious speed hacking, moving 4-6 times faster than any normal player, can I post it here?

No. It would probably include names. That would be not allowed here.

But we would welcome that in a Support Ticket which you can file through the “Ask a Question” tab on that linked page.