Guild Wars 2

Axel.7389:

I want to eventually play this game with my fiance and i saw the deal going on for the free upgrade to digital version going on today so I thought I would just buy ahead of time but after i purchased it I realized it was not 12AM pacific time but 12PM…. I know it was my mistake but I wanted to know if I could either some how get the free version still or just cancel it until another offer like this comes around?

There isn’t a free version of Guild Wars 2 available. The upgrade offer did expire, but it wasn’t offering a free copy, just a discount that meant the upgraded version cost the same as the standard edition. I wanted to be clear on that in case you were confused.

Link to refund information.

Doobious.3497:

I paid $60 for a game that has so many issues and bugs that goes unanswered, and when it does its complete bullkitten answers.

I cant even play the game cause I cant connect. Technical Support forum is good for nothing.

I want money back.

Information on refunds can be found on the support site, as mentioned above.

Direwulff.2396:

130104-000376 is that first ticket that was put in on 1/3/12

I am not going to repeat your language, but I can see it in the files, and your appeal was ill-thought and unwarranted. I anticipate you will be told this by an agent very shortly.

Direwulff.2396:

130104-002929 is the second ticket which is still awaiting a response entered on 1/4/12

Please go ahead and post this in the Tickets for Review thread and I can follow up tomorrow, but I cannot see what the issue is nor why you contacted support. Please put a succinct note in the ticket.

Sarevok.4836:

Hello Gaile,

Allow me to surprise you then regarding suspension tickets taking longer then 72 hrs. When I was suspended I immidiatly put a ticket it. So that was all good, now it was a matter of waiting patiently, or so I thought. I got a reply back 24 hrs later saying the ticket was esculated. Since then I have heard nothing back, my account is now playable because the 72 hrs is up and it’s been a week since, thats 7 days and still no answer. I don’t need an answer since I can play now but still I think an investigation is needed with accounts to find out why they are taking so long. My ticket number is 130101-000832

Ok, so you used a character name with a very crude reference to body parts. In viewing the ticket, I see your appeal was not responded to promptly and you should anticipate a response soon. However, we will not remove the mark on your account, and you will not be allowed to keep that character’s name.

Update: 7 January 2013

121220-002842 Resolved
121223-002525 Resolved
121226-003612 Resolved
121227-000032 Resolved
121227-000065 Resolved
121227-001654 Resolved
121227-002897  Resolved
121227-002927 Resolved
121227-003051 Resolved
121229-001506 Resolved
121230-000852 Resolved
121215-003406 Resolved
121227-000798 Resolved
121227-002897 Resolved
121227-002996 Resolved
121227-003689 Resolved
121228-000190 Resolved
121228-000405 Resolved
121228-000873 Resolved
121228-003350 Resolved
121229-000188 Resolved
121229-001218 Resolved
121229-002743 Resolved
121228-001680 Resolved
121230-000914 Resolved – Thanks for your friendly note!
121230-002464 I followed up on this today
121231-000631 I followed up on this today
121230-001013 Updated 1/03
121230-000606 Updated 1/05
130101-000432 Updated today
121224-001289 Under review
121229-000721 Under review
130103-001039 Under review
121224-000369 Under review; please do not submit tickets from two email accounts
121219-001928 This charge was not reinstated or recharged; I have confirmed that you were not been charged for the game.
121219-003205  Why are we getting support requests from multiple email accounts?
121228-002771 Account ownership in irresolvable dispute. Account is closed.

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.

Uzaka.6793:

Alright, Update on Guru’s case, We went back through his credit card purchases and found that for whatever reason, his GW2 Purchase was still pending. It did charge his Card however.

Charges that are pending are "money set aside’ but are not charged to the card. Only a charge is a charge. You didn’t note the ticket number, but if this is still a question and if I have not address it in later posts, please be sure to include the ticket number in each post.

Update: 7 January 2013

121220-002842 Resolved
121223-002525 Resolved
121226-003612 Resolved
121227-000032 Resolved
121227-000065 Resolved
121227-001654 Resolved
121227-002897  Resolved
121227-002927 Resolved
121227-003051 Resolved
121229-001506 Resolved
121230-000852 Resolved
121215-003406 Resolved
121227-000798 Resolved
121227-002897 Resolved
121227-002996 Resolved
121227-003689 Resolved
121228-000190 Resolved
121228-000405 Resolved
121228-000873 Resolved
121228-003350 Resolved
121229-000188 Resolved
121229-001218 Resolved
121229-002743 Resolved
121228-001680 Resolved
121230-000914 Resolved – Thanks for your friendly note!
121230-002464 I followed up on this today
121231-000631 I followed up on this today
121230-001013 Updated 1/03
121230-000606 Updated 1/05
130101-000432 Updated today
121224-001289 Under review
121229-000721 Under review
130103-001039 Under review
121224-000369 Under review; please do not submit tickets from two email accounts
121219-001928 This charge was not reinstated or recharged; I have confirmed that you were not been charged for the game.
121219-003205  Why are we getting support requests from multiple email accounts?
121228-002771 Account ownership in irresolvable dispute. Account is closed.

We do sell directly now, and it’s possible (and many people have done it) to purchase a game, acquire the code, and forward it to someone else. I don’t know that I recommend it because there’s a risk in sending money to someone else and asking them to make a purchase for you so it should be a trusted friend, not an unknown person. (What I mean to say is that if the transaction failed, or the code was bogus, or whatever, we could not get in the middle of the matter.)

Gifting works this way, though, so I know it can be done.

Direwulff.2396:

Hello all,

I am not currently suspended so this is not a unsuspend me thread. But here is my issue. I had been suspended and just like everyone else I got told to put a ticket in to support. Now the suspensions are 72 hours… and from my experience so far. # tickets in for totally seperate unrelated issues. I have gotten 0 responses back. 1 is past 3 weeks one is past 4 days and the other 3 days.

Now lets just throw out my personal experience saying it is not a big enough sample rate. when you create the ticket it says 24-48 hours it is 72 hours before you can post in the escalation thread sticky… so really how helpfull is the advice to put in a ticket for a suspension ( lets assume you are totally in the right and it is an innocent error on Anet’s side) when you won’t hear back untill the suspension lifts on its own anyway?

I understand they work as fast as they can but just want to see if anyone else thinks this is an issue that maybe could use some attention.

( and before someone mentions it, yes i understand if they didn’t get flooded with requests from people who have 5 previous offenses for the same issue stating they didn’t do it then things would move faster)

Thanks for you input and opinions in advance.

Different teams handle different things. If people are truly waiting 72+ hours for a review of a suspension, I’d be surprised. For fraud, gold-seller, and CC issues, it can take longer than 72 hours, I agree. We’re working to reduce the queues on those things and wait-time overall.

If you can give me those ticket numbers, I’ll look at them to see what took place. Thanks.

Oh shucks. I was hoping the fix I saw in the email would make everything work just fine for you.

Could you 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.

Also, if any of you guys in this thread have been able to buy, could you please let me know so I can get an idea of the scale of this issue? Thanks.

We have a temporary glitch. Would you be willing to try again? I just got the “all clear” email.

Please report the PM that you received (rather than trying to report the sender) using the “report” function. You can simply note something like “RMT Spam” or “Gold seller soliciation.” The message isn’t too critical, since the team will be able to see the body of the reported PM.

We’ve closed quite a few of these spammers and appreciate the help dealing with any remaining offenders.

Vonhaldyin.2645:

My brother who just migrated from US to Asia has been contacting the Support Team on an issue that he has with his account. However, after several replies between him and the Support Team, we noticed that the questions asked by the Support Team were repeated even though my brother has already answered the questions in his previous replies. And they did not only repeat the questions once but twice.

My concern is this: Every time we update a ticket, does the Support Team only read the latest reply or do they take the initiative to read the previous replies that have already been made between my brother and the support team?

If it is the latter, why then are they repeating the questions even though it has already been answered?

Please enlighten me.

PS: And because they keep repeating questions, the time for this issue to get resolved is getting longer and longer. Quite a disappointment.

Please do post in the Tickets for Review thread, as linked above. If you can provide the 12-digit incident of ticket number, that will help with a review of this situation. Thanks!

If you make a new support account, please note that you are doing so in your new ticket, and point out the 12-digit incident/ticket number(s) from any previous tickets.

I think that may be the way to go now. Please do not send an email but use the web form here and file a ticket through the “Ask a Question” tab on that linked page.

You contacted Support to ask about your character names, but did not comment about your offensive account display name. You’re welcome to ask the team about reducing the suspension, but having both character names and a display name that are across the line is sort of a two-strikes situation.

Please update your ticket if you wish to discuss this with Support.

The dev team is aware of these situations, and it’s possible that a “resell” or “do-over” button could be implemented. I do not know if that is planned, so please don’t consider this an official prediction or statement. Guess the key point is that the devs continue to play the game themselves and to review player suggestions and input on how to make the game even better.

This has been answered so many times in this forum, I simply can’t bear to write it all out again. The Rules of Conduct makes our expectations clear, the User Agreement also outlines them, and both are accepted by players. The fact we have a filter that players may or may not elect to use does not furnish someone with “A license to swear.”

Please feel free to search for more information about this, but those blocked for offensive language generally do serve the full three-day suspension.

If I’m reading correctly, you linked accounts belonging to two different individuals. And you have discussed the matter with Support and they have pointed out that they cannot assist you. I can think of a few good reasons to decline to resolve this issue as you have requested, reasons that you probably have not considered.

I will discuss this with the team and see if there’s a way to handle this situation, but I certainly believe we do not want to support the merging of accounts owned by two people, because that will lead to ownership disputes, which are a major pain in the patootie to try to resolve and which, in come cases, result in account termination, where no one gets access.

Yes. Please submit a ticket so that Support can help you.

I understand your opinions. I am simply stating that we do not have the means to offer “partial refunds.” And that is not exclusively our issue, but is common with many on-line retailers, as well. This isn’t a “tell ArenaNet what to do” thread. I am fully sympathetic with this situation, but do be aware that there may be more to the issue than is readily apparent and it’s not appropriate to judge the situation from an outsider’s viewpoint, since you don’t have all the details.

To put it more clearly, there are credit cards that are flagged as “possibly fraudulent” that we, upon review, decide to take a chance and accept. And yes, we are taking the risk that the CC will be rejected and we’ll incur the additional costs of handling that issue. (Costs which, I imagine, exceed any profit made through a normal sale.) Now, I am decidedly not saying that this would be the case here, so I’m not pointing at this case. But I believe you may benefit from knowing a general point of business about which you may have been unaware. I feel it’s only fair to make those of you with such strong viewpoints aware that credit card and fraud issues are seldom black-and-white, and most don’t have easy-peasy solutions.

Again, I wish we could help anyone who is prevented from purchasing and then must pay more to buy the game but I know there are a dozen reasons that can happen — few of them on our end.

I am sorry, but we are not able to give you a partial refund or extend the promotional price. You can certainly discuss this with an agent, but that is the policy.

I think we will need to ask you to go ahead and submit a ticket about this. Please 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.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

I’m sorry, TP reset… when? Could you be a little more specific?

I see that you’ve asked this question in your ticket, and I had best let a CS Agent answer. I believe that we cannot offer promotional pricing outside of the strict hours that it is offered. I’m sorry for that restriction, but it’s built into the billing system and is considered policy by the teams who make those decisions.

But again, please do wait for a team member to answer officially.

Update: 4 January 2013

121224-001614 Resolved
121225-000316 Resolved
121228-003779 Resolved
121218-000610  Resolved
121227-002938 Resolved
121227-002499 Resolved
121223-002525 Followed up today.
121227-002897  Followed up today.
121214-001287 Updated today
121223-000444 Under review; I believe you will hear back within 24 hours.
121223-001205 Updated 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: 4 January 2013

121224-001614 Resolved
121225-000316 Resolved
121228-003779 Resolved
121218-000610  Resolved
121227-002938 Resolved
121227-002499 Resolved
121223-002525 Followed up today.
121227-002897  Followed up today.
121214-001287 Updated today
121223-000444 Under review; I believe you will hear back within 24 hours.
121223-001205 Updated today.

I’ll follow up on this today.

I don’t know how the team would like my “smite” comment, but I’ll pass along your approval.

I’m feel it’s time to close this thread, because I think it’s lived it’s reasonable lifespan and the OP and other who were genuinely concerned will be able to read my detailed response and will, I hope, feel more assured about the situation.

Ryorak.4086:

In part response to Warlock, if they were long term GW1, and GW2 players, then they would know an exploit when they saw it. Unless of course their brain cell count is below average and simply thought that getting more from less was a cool trick.

Secondly, if ANet is not ip banning these botters/exploiters, then they are doing it wrong and should not be profiting from what is ultimately their own coding mistake as you, Warlock, have pointed out.

Finally, Warlock’s suggestion is something that should seriously be considered by the development/moderator team and whoever else needs to consider it at ANet. When an exploit is brought to the attention of ANet, a MoTD should pop up for every player that logs in to the game, every time they log in, alerting them of the exploit in detail so they know to stay away until it is fixed. Anyone who attempts the exploit after the MoTD is in place should be ip banned WITHOUT review.

An example MoTD template:

MoTD: EXPLOIT ALERT:: Here are the details of the exploit, do not attempt to reproduce this in any way as the result will be an instant ip ban without review. Some people just suck and intended on getting ahead of others through exploiting a broken system.

Of course I would laugh uncontrollably at the last part if it was put in but that was just me being me. Warlock’s idea is a good one, use it.

Are you seriously suggesting that we give a tutorial on how to exploit our game? I talked with several team members today, and they believe that doing that would be an incredibly bad idea, because more people will use the exploit, even with the warning. They’ll either (1) hope they won’t be detected, or (2) believe they think they’ll get a “pass” by saying they were “testing” the system, or (3) think we’ll only catch people above a certain number, so they can cheat in small numbers with impunity, or (4) hope that we decide that the number of players using the exploit is so high that we will not terminate the accounts.

It would be like the Treasury Department saying, “We’re going to change the way we make our $20 bills, but until then, by all means do not [instructions on how to counterfeit money].”

If we give details, the sheer volume of people using an exploit will rise, with all of our systems being stalled to deal with the bans, appeal reviews, etc.

Perim.8563:

I filed a complaint with the BBB after my second ban, and that went unresolved.

We don’t have any unresolved complaints with the BBB. Each filed against ArenaNet has been resolved in our favor, which is part of the reason that we have an A+ rating. If you want to give me your BBB complaint number, I’ll be happy to confirm that in our records.

Lich.3150:

not resolved? got the same problem now – get “Must be atleas8 characters long” – I tried with 20+ long, same answer

Are you attempting to use any special characters?

Suggestion: Since you’ve been responded to by the team, ask them to review that second response you got. If it has a 12-digit number, put that in the first ticket, and ask them to verify that you are being asked to submit a new ticket for a continuing issue.

I have seen delays in receiving emails, too, and I’m never sure if it’s the sender or the receiving email system.

I am glad that you got the email and that all is well now.

If you asked for and received an email, the account was closed, that is correct — that is the process and policy. Since you need help with adding the serial code to a new account 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.

The link was missing? That’s not good. I will check into that; it doesn’t make sense to ask people to update and not provide the means to do it.

Have you checked your junk mail? Your delete mails? We find that sometimes the emailed code is never seen by the player due to email filters.

To get you the best answer, 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.

Also, if you accidentally purchased a second copy, the team can refund that.

Has he had any response at all? Could you give the ticket number? I am checking into response rates and am contemplating recommending that we go back to the system that at least sent an “automatic response” so players know they’re reached us.

Thanks.

First, I want to say that “I was loaning money to my friend” is probably the most common excuse that a RMT worker gives. Yes, players do give and loan money and they do it all the time and very few are actioned because the system doesn’t randomly toss people out of the game. So we have to look at these cases very carefully, and assess what actually took place.

An agent will review this case and will get back to you. The review can take a few days, but I believe you’ll get an answer quite soon.

We do want to hear from you. The chance of someone getting dinged for invalid reports is very slim. I mean very slim. Quite frankly, the reason that the mild warning is included in the notes is simply to let people know “Don’t try to grief other players with fake reports. We’ll notice that and smite you!”

If you did not receive an answer, then something went wrong. Even if an issue is being worked on — even if we cannot address something at all — we would want to let you know that. Could you post a few details and the ticket number in the Tickets for Review thread, so I can take a peek? I know you got the answer so I imagine I don’t need to respond to you here, but I’d like to see what went wrong that you didn’t get a response.

Thanks.

You need to do a little reading in the forums and I think you’ll better understand what took place. Someone gained access to your account. They misused the account, and that became clear through our observations, or in-game data tracking, or through player reports. Let me tell you how it often goes down:

1. Anet detects that someone has accessed your account.
2. Anet blocks your account to try to contain the damage.
3. In the meantime, someone reported the account for spamming gold advertising.
4. So the account blocked for a possible compromise is then blocked for a breach of the UA. This is why you can see a changed message about your account.

So you may see “Your account was suspended; please contact us” and then “Your account was blocked for a breach of the UA.” That’s really the only messaging we can provide, because we do not know who is accessing your account — you or the hacker — so the message cannot be customized. And you should not create a new ticket, but simply update your existing ticket to mention the new message that you’re seeing.

Once you get in touch with Support, an agent should look at the account and see “Yes, the account was used to advertise gold sales (or to bot or to otherwise cheat)” but then ideally they should look further and try to see if it was also compromised. Sometimes that takes a transfer to another agent for the second review.

Sometimes, based on when you get in touch, the response from Support says, “Your account was closed for cheating.” At that point, you simply should write back and ask for a review for a possible compromise. If they have not already checked the access IPs and other logs, they will do so, and the agent might then say, "Oh, ok, I see now that while your account was used for botting, it was out of your control at the time, was being accessed from a completely different continent. Upon learning this, the process is to remove the suspension for cheating (which you did not do) and restore access to the account to you, as the rightful owner.

The review for this can take a day or two, sometimes even more, because let’s face it, hackers are sometimes pretty clever at covering their tracks. Plus, we get a lot of RMT workers claiming they did not bot or did not advertise gold sales, that they were innocent victims of a hacker. (Frustrating, eh? We want to help the legitimate players, and the system gets clogged up with cheaters trying every means they can to fake us out and get back onto the stolen account… or get back on the account they purchased solely to cheat.)

So that’s a long explanation, but do you see how this happens now? We’re not out to get anyone, we definitely want to get our players back on their accounts, and we do not change messaging or delete posts to silence concerns. We deal with each situation on an individual basis, and work as quickly as possible to right the wrongs that hackers do to our players. (While also developing additional, optional protections such as authentication.)

Certain individual letters are prohibited, to avoid possible problems. Years ago, people were making characters with GM and G M (with a space) in them, so a few individual letters are disallowed. I think if you were trying to make a name with R A or R T you would not have a problem.

I am sorry for this inconvenience and we do want to get you back in the game. The proper way to get help, though, isn’t through a forum post but is exactly what you did: 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, in case you want to provide more details, please read this post and you can add any additional info to your existing ticket. (Please do not make a new one.)

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.

zbrkesbr.4173:

GeneralMenios.3984:

Hello everyone and Happy New Year. I bought the Guild Wars 2 a couple of days ago but my computer’s driver can’t read DVDs right now (It happens with all the DVDs). I don’t know yet when I will be able to fix the driver but until then is there any way I can download the game (not buy it again) using the serial key I already have from the DVDs?

https://account.guildwars2.com/
once you log in there with your account – you’ll see “Download Client” section.

Correct. You do not need the DVDs at all. This should work just fine for you. Welcome to Guild Wars 2!

Feel free 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.

Direwulff.2396:

Sprawl.3891:

so why is it filtered on the forum then if it’s fine in game?

That seems like a valid question

It is a valid question. The game’s Name and Word Filter is not adopted into the forums; a different person determined what to include in the forum’s filter. He is out of the office but I will inquire about this. (And ThiBash — I did not know of any relation between the word and role-playing. I will broaden the question to other team members to see if we want to include it, but our initial instinct is still that it probably does not need to be added.)

Updated: 3 January 2013

121218-003017 Resolved
121219-001325 Resolved
121222-000350 Resolved
121222-001240 Resolved
121222-001847 Resolved
121224-002243 Resolved
121226-001436 Resolved
121227-002938 Resolved
121227-002996 Resolved
121227-003051 Resolved
121227-003388 Resolved
121227-003689 Resolved
121228-000026 Resolved
121228-000266 Resolved
121228-000334 Resolved
121228-000405 Resolved
121228-000412 Resolved
121228-000598 Resolved
121228-000737 Resolved
121228-001007 Resolved
121229-000278 Resolved
121226-003713 Resolved — can you confirm?
121220-001822 Responded 12/30
121220-000825 Under review
121228-002116 Under review
121224-001614 Under review; I think you will hear back tomorrow
121225-000316 Under review; I think you will hear back tomorrow
121220-003274 Under review; ownership dispute
121220-000483 Final response sent 1/02
121218-000473 Final response sent 1/03
121214-001287 Followed up today
121223-000444 Followed up today
121223-001205 Followed up today
121217-000298 In restoration queue
121227-000326 In restoration queue
121217-002393 Please answer questions in ticket, sent to you 12/18
121228-002342 Please have your friend submit a ticket
121214-000225 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121218-002761  The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121219-000071 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121221-001792 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121227-003808 The credit card authorization was rejected; you were not charged and may add a new code to the account.

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: 3 January 2013

121218-003017 Resolved
121219-001325 Resolved
121222-000350 Resolved
121222-001240 Resolved
121222-001847 Resolved
121224-002243 Resolved
121226-001436 Resolved
121227-002938 Resolved
121227-002996 Resolved
121227-003051 Resolved
121227-003388 Resolved
121227-003689 Resolved
121228-000026 Resolved
121228-000266 Resolved
121228-000334 Resolved
121228-000405 Resolved
121228-000412 Resolved
121228-000598 Resolved
121228-000737 Resolved
121228-001007 Resolved
121229-000278 Resolved
121226-003713 Resolved — can you confirm?
121220-001822 Responded 12/30
121220-000825 Under review
121228-002116 Under review
121224-001614 Under review; I think you will hear back tomorrow
121225-000316 Under review; I think you will hear back tomorrow
121220-003274 Under review; ownership dispute
121220-000483 Final response sent 1/02
121218-000473 Final response sent 1/03
121214-001287 Followed up today
121223-000444 Followed up today
121223-001205 Followed up today
121217-000298 In restoration queue
121227-000326 In restoration queue
121217-002393 Please answer questions in ticket, sent to you 12/18
121228-002342 Please have your friend submit a ticket
121214-000225 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121218-002761  The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121219-000071 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121221-001792 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121227-003808 The credit card authorization was rejected; you were not charged and may add a new code to the account.

Your father submitted a ticket, and that’s the right thing to do. This forum is not intended as a means of immediately following up on a ticket; it doesn’t get faster service or expedited resolution, but instead diffuses team focus by asking for information that rightfully will come in the ticket itself.

In short, there is nothing that a forum member can say to or do for you that applies to this situation — it’s something that Support can and will assist with. I understand you are frustrated, but hope you’ll understand why this post is now closed.

And while I am sure he will be helped soon, if he still needs 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.

ImAnthony.8729:

I delete my first character who receive all the gifts, because the mistakes i made during creation. I just find out that I cannot be able to get it on my second account. Is there anyway that you guys can send those gifts back to me ? thank you very much.

We can help you with 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.

randomfightfan.4091:

well ignore this post, seems only minutes after I posted this I finally got a response from support… sadly it was another auto generated message but it’s better than nothing. Asked me if I wanted my account restored despite me asking them multiple times for them to restore my account in the message and providing the latest date and time pre-incident :P.

Thanks for updating. I’m glad that you’re being helped. The letter that you got is sort of a formal “Do we have your permission” thing, and while the agent might have avoided it with your prior permission/request, I think he/she was just being conservative and getting your last “sign off” before restoring.