Guild Wars 2

Divine Crab.2481:

Southsun Cove (Desolation)

I’ve sent a private message to one of Anet guys yesterday and he didn’t reply so i don’t know if they have been removed. There are 3 of them basically all the time killing karkas at the south of the map.

PMing a staff member isn’t going to help. If they’re in the game, they’re either working on something, in which can they don’t have time to deal with the message, or they’re playing, in which case they would like to do that without dealing with work issues.

So please use the in-game report function and this thread, and we’ll get this taken care of! Thanks for understanding.

Avanti.2968:

I’ve tried to buy gems all day… with 2 different cards and paypal, and still can’t buy them, the message says that my card details have to be checked, they are right, and the cards have funds, please give me a solution, and I hope the 10+ attempts don’t get charged on my cards any ways.

Thank You.

It would be really, really unlikely that the charges would be processed, and if they are, the team will remove them as quickly as possible. Since you’re having issues of this kind, I suggest you just 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.

I really regret that you’re getting hurdles in the way of your supporting the game through a gem purchase, but there are a lot of “working pieces” with purchases, and this could be anything from a bank issue to anti-fraud protections. In the end, Support will help you out!

Update: 11 January 2013

121228-002342 Resolved
130104-000376 Resolved
130108-000426 Resolved
130107-001317 Agent responded 1/07 — you need to provide more information
130102-002813 Agent responded today
130102-003084 Agent responded today
130101-001157 Agent responded yesterday
130103-001985 Agent responded yesterday
130103-002334 Final answer was sent on 4 January
121227-002254 I followed up on this again today; I am very sorry for the delay
130108-000250 This is not a simple password request, as it appears the account was hacked. Please await an update from the team

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: 11 January 2013

121228-002342 Resolved
130104-000376 Resolved
130108-000426 Resolved
130107-001317 Agent responded 1/07 — you need to provide more information
130102-002813 Agent responded today
130102-003084 Agent responded today
130101-001157 Agent responded yesterday
130103-001985 Agent responded yesterday
130103-002334 Final answer was sent on 4 January
121227-002254 I followed up on this again today; I am very sorry for the delay
130108-000250 This is not a simple password request, as it appears the account was hacked. Please await an update from the team

Izzulfadhli.9812:

Posting a ticket for a friend here. He reply using his email to the team but so far no news from Support. Any response is greatly appreciated. Thanks!

Reference Number 130109-000469

As I have explained oh so many times, this thread is for tickets that are more than 3 days old. This does not yet qualify for a follow-up.

xqzmehh.4630:

About 130103-000288 again.
You changed the status to under review , my friend was wondering what actualy is under review?
The by arenanet proposed possible refund?
All the “snowflake” bans
Or to actualy see his ban as an individual matter as he proposed.

QAnswer appreciated.

That means I’m not able to provide any more information in this thread, but that the matter will be responded to in the ticket.

I will check into this and see if there’s any info to share in relation to this question.

Error Code 11 is related to using the wrong credentials. If you continue to have difficulty, 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.

Guys — I’m glad that this sorted out, but these are not account issues, so I think the best place to report this sort of situation if it arises in the future is to post in the Bugs or Technical Support Sub-forum.

Michael.4791:

Try another email.

I think this might be the best suggestion. Support can help you close out any unwanted support accounts, but right now the critical factor is to get you into the system so the team can help you!

This is really a Technical Support issue, but I don’t want to move the thread into that forum. In short, you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.

If you submit a ticket, Support can help you with this. 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.

Have you tried the Account Recovery Page? https://account.guildwars2.com/recovery

If you cannot provide those details, then 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.

While in-game bot reports are the best way for us to address the issue of botting, several players have asked how to report areas that appear to host a lot of botters. This thread is intended to furnish a place for you to share that information.

If you would like to submit a report, please understand this is an possible bot area report system (not an individual botter report) and provide us with the following:

1. Map and Location: Map name and general spot on the map
2. World (aka server)
3. Date and time of day, plus timezone: 1:00 PM Pacific Time on January 8, 2013

Please do not provide:

• Screenshots (which are a form of “name and shame” because they contain character names and could include innocent players)
• Names of presumed botters

Please continue to report individual suspected bots via the in-game system.

We will scan through this thread and check out the areas that you are concerned about, but keep in mind that:

• The process of bot reviews can take a while—sometimes we amass information over many days—and the process can involve a certain level of stealth.
• Sometimes an area that is popular with botters is also popular with players, so we must use care in the actions we take.
• This means you may not see the area you report completely scrubbed of bots in the short-term, as we review and assess the situation.

Thanks for your reports!

I suggest that you 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.

These are usually handled quite quickly, and I’m sorry that you’ve been unable to play and hope you’ll soon be in the game!

I suggest that you submit a ticket and explain the situation. Provide the guild name, name of the player whose account was terminated (the leader), and suggest the next-senior officer or officers as the new leader(s). I am not certain that we will be able to address this — that’s one of the reasons that we have co-leaders in Guild Wars 2 — but I understand your concerns and I am confident the team will review this issue to see if there’s a remedy.

We are looking into this quite intensely. It may have been simple human error — which is especially regrettable after your previous block! — or perhaps there is more information that the agent can share tomorrow. I am sorry for the inconvenience and we’ll get to the bottom of this (and possibly exclude that agent from the weekly Milk and Cookie Party. )

We’re looking into this.

I am going to move this to the Technical Support forum, so that someone with expertise in that are can help you. Thanks for your patience.

Inferno.2315:

Was unjustly banned for “selling gold” yesterday. They restored it today and all I asked for was an apology. Support won’t give me one for some reason and told me come post here seeking one from the devs.

Can I just get an acknowledgement that an error was made and that you’ve corrected it and that you will do your best not to let it happen again in the future? Is that too much to ask?

note to mods Support specifically told me to post here on the forums where most people will see it so I am*

The response from the agent was slightly off kilter. He said to posts suggestions in the Suggestions Forum; instead you are posting to ask for an apology. I think it should be clear that you were not told to come post here to demand an apology.

The fact is that your account was hacked and the hacker used it to advertise a gold sales site. Your account was closed to protect it. Our agent researched the case, reinstated your account, and provided you with tips on how to maintain better personal account security in the future. You then asked for an apology.

Now, we cannot apologize for the hacking incident, as the issue was not on our side. We cannot apologize for the fact that the account was used for gold sales advertising, because again, that was not our issue. If it caused you some sort of distress to be told the details of the incident, or to see the change in status from “Gold Seller” to “Hacked Account” before its ultimate restoration, then of course we are sorry.

Updated: 10 January – Part 2

120829-010211, 120907-001314 Resolved
121108-002534 Resolved
121227-000326 Resolved
121227-003552 Resolved
121229-000578 Resolved
121229-003197 Resolved
130101-001639 Resolved
130102-001173 Resolved
130103-000160 Resolved
130103-000977 Resolved
130104-003318 Resolved
130106-002550, 130108-002158 Resolved
130107-002259 Resolved
130107-002285 Resolved
130103-000288 Under review
130106-002397 Under review
121229-002605 Updated today in Ticket 121229-002241
130103-001039 Updated 9 January
121228-002116 Updated 9 January
121231-001764 Updated 9 January
121230-002464 Updated 7 January
130103-001039 Updated 9 January
130103-001073 Final response sent today
121228-002342 I followed up on this today
130102-003084 I followed up on this today
130104-000376, 130104-002929 I followed up on this today
121227-002254 I followed up on this today
130103-002334 Can you check this number? I don’t pull up this ticket in the system

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: 10 January – Part 2

120829-010211, 120907-001314 Resolved
121108-002534 Resolved
121227-000326 Resolved
121227-003552 Resolved
121229-000578 Resolved
121229-003197 Resolved
130101-001639 Resolved
130102-001173 Resolved
130103-000160 Resolved
130103-000977 Resolved
130104-003318 Resolved
130106-002550, 130108-002158 Resolved
130107-002259 Resolved
130107-002285 Resolved
130103-000288 Under review
130106-002397 Under review
121229-002605 Updated today in Ticket 121229-002241
130103-001039 Updated 9 January
121228-002116 Updated 9 January
121231-001764 Updated 9 January
121230-002464 Updated 7 January
130103-001039 Updated 9 January
130103-001073 Final response sent today
121228-002342 I followed up on this today
130102-003084 I followed up on this today
130104-000376, 130104-002929 I followed up on this today
121227-002254 I followed up on this today
130103-002334 Can you check this number? I don’t pull up this ticket in the system

Sixfold.5792:

Posting for a friend with login issues, refrence number 130108-000250

thanks!

This is not yet three days old. As requested in the subject line and many posts, please feel free to post a follow-up when the ticket is at least three days old but not before. Thank you.

Arthemiss.1609:

hello
my friend ‘s account has been terminated due botting but he ’s not. his yunger brother was play and he ran with bot group.he doesn’t know what is bot. he just 10 years old. please help him to release his account .
user TyrZz.3751
ticket no 130110-000756

This ticket is not three days old. As the title says, please only post if the ticket is at least 3 days old. This will not be reviewed at this time.

Medi.6029:

Posting for a friend
he is not a gold seller

Ticket #130110-000485

Doughtryst.5763:

posting for my friend BabyGrape

he was borrowing my friend gold and send it back, why he got banned? thank anet for your time.

Ticket #130110-000485

sirohui.6715:

Hi Gaile Gray,
Posting on behalf of my brother. got banned because he was borrow my gold and just send it back, he isn’t a gold seller. Hoping for your reply and help
Thanks ^^

GW user BabyGrape.9715
Ticket Ticket #130110-000485

And this is what you do not do, in relation to asking for help. Petitions and mass-postings slow down the process of review, and they are unfair to other players asking for help.

Someone who wants assistance may have one friend make one post about their situation, and we assuredly will review it!

In addition, this post is one day old. Please do not post in the forums until a ticket is 3 days old, or older.

Update: 10 January 2013

121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926  Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket

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: 10 January 2013

121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926  Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket

No worries, glad you’re back in the game!

Ema.4953:

Thanks for the advice. I contacted support as suggested and they have come back that the name is fine to use.

Well, great! Glad it worked out ok, and thanks for having the consideration to ask the question — that’s very nice of you.

I hate to ask this, but most of the time, the player is simply not using the correct credentials. Are you certain you’re typing everything properly? If so, then 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.

Ema.4953:

Hi.

I bought a few of my GW1 characters over to GW2. Someone has suggested that one of the character names might be on the banned list.

Who should I talk to to see if using that character with that name will end up causing me to be banned? I’m not posting the name here in case it is ban worthy.

I should also say it’s not what I consider rude, it’s from a parody song by Zojja … err I mean Felicia Day.

Thank you.

Best thing to do is contact Support and ask them. If you “self-report” a potentially bad name, there is no penalty, and if it’s the first instance of this situation, you’ll be given the option to choose a new name. (As the Old Knight said, “Choose… wisely.” )

Thanks for these updates, guys. I will forward the notes to the team, so we can assess if there’s an issue. (Sounds likely, given multiple people are running into this.)

If it’s asking for a character name, then you linked your Guild Wars account to your Guild Wars 2 account. If that is the case, then try using your Guild Wars log-in name and password. If that doesn’t work, the Support Team will be happy to help!

Michael.4791:

According to what I have seen and read in this forums so far, there is an error window when you try to login the game after suspension / ban. This error window gives at least a hint to the reason for that special action.

Yes, a player will get a pretty informative message for most types of suspensions or terminations. There are exceptions, but when someone sees “You’ve account has been suspended for offensive language. You will be able to play again in XX hours” it’s pretty clear what took place.

Players are more than welcome to ask Support about any issues with their account, of course.

People ask about blocking IPs. The answer is just one word: Proxies. If someone is in, say, Asia, but proxies into the US — and quite a few RMTers do that — then that subterfuge poses a challenge to detection until they start spamming mails or chat, or start delivering gold, at which time we happily terminate the account.

Leiywen.2917:

I think the system need a serious look at, about 1 week ago my account was hacked, there was no notification that the password had been changed or that some one had tried to access my account from other region or IP.

I suggest that if you are using authentication, you continue your discussions with Support and figure out why you were not notified. I hesitate to suggest this, but could you have allowed access by accident? Could the hacking have been by a known party (as in, someone in your family, a roomate or other person in your home who accessed through yours comp, a friend who knows your credentials)?

You’re right about the name/gender thing. We’re actually thinking about letting players know about that in one of our Knowledge Base articles, that with the Total Makeover your character would remain Pretty Polly but look like a football player.

Thanks for continuing to report these #(%&#%.. I mean those naughty, naughty mail spammers.

This is what I said previously, and it’s worked very well for many players: https://forum-en.gw2archive.eu/forum/support/account/Hall-of-Monuments-Linking-Issues/first#post1138342

If you still need help, don’t hesitate to file a support ticket.

I think you’ll hear much sooner than three days, but do let us know if you have continuing questions. But first, have him check “junk” and “spam” filters, and they often block mails, even important ones like ours.

If you could post in the Tickets for Review thread, that would really help. We certainly can get these items to you.

Wintyr.1780:

they told me in a ticket they cant track items oddly thats also why there they cant track people mailing gold or stop all the gold trasfered from the farmers to the gold storage accounts

I believe someone actually said we cannot restore, retrieve, or replace individual items rather than we cannot track them.

There are many ways in which we’re dealing with RMTers and tracking distributions is definitely part of it, although not the only way to determine if someone is involved in disallowed gold sales.

Myst, I wish I could give you an iron-clad assurance that your account would be fine, but I can’t. Someone else bought the account and that means he will have access to some of the information about it. Could you get it closed? I cannot say without really drilling down into the details, and I just don’t think that’s necessary.

I don’t recommend that you go and purchase an account right now, but if the actual purchaser does get the account closed, it’s true that there will be no way to turn it over to you, even if you played all the hours on every character.

So while I’d like to say “Sure, you’re ok” I can say so only guardedly, and then allow you to decide how you’d like to address this situation overall.

BoneDragon has a good suggestion for people who are thinking about giving a copy of the game to a friend. Buying a boxed copy and giving it, sealed, to your gift recipient is assurance that the account will be owned only and exclusively by that person. If I were ordering online, though, I think the way that Myst’s friend did it is the best of the options for online purchases… aside from sending a check and letting someone buy it online him- or herself.

Your friend has contacted Support , which is great. Please allow a little more time to resolve this.

If he finds he still needs help after three days, have him post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Thanks for helping, White Wolf.

And you make a valid suggestions, Abisha. I’m working on that verbiage and I’ll see if we can add that, as well.

Correct: The increments in the store are set, but a gem card may be the best solution for you!

I think each player needs to discuss their individual situation with the Support Team. Most of these restrictions are measures to prevent fraud. That’s not to say YOU are trying to act in a fraudulent manner, but something — perhaps the details on your credit card — is flagging the card and therefore requiring the involvement of the team to help process the purchase(s). They’ll be happy to discuss this with you via a ticket, since each case can have different details.

Thanks, you guys, for sharing these tips!

Sure, Foofad, just ask the team to assist you with the linking after they’ve recovered your GW account. I do believe they’ll be able to help with both issues.

I guess I’d recommend you contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.