Guild Wars 2

You have been patient, and I’m sorry that you have not had a more informative response. You were on my review list five days ago and I’ve asked again for help with that today. Again, I am sorry that you’ve been waiting so long.

Oh great. Another 38 PMs, most of them asking me to review their tickets or answer questions I’ve already answered on the forums. I may need to have the forum team disable my PMs, so please don’t abuse the system.

• If you have an account issue, please submit a ticket.
• If you have continued questions, update your existing ticket (do not make a new one) and add your question(s).
• If you need to follow up, wait at least 3 days — to allow the team to address your ticket — and then post in the Tickets for Review thread above.
• Please do not submit a ticket and immediately post here. Please do not submit a ticket, post here, and send me a PM. The team will work as quickly as they can, and PMs are not intended for discussions of individual tickets.

Thank you for understanding.

You should know that we do not generally get involved in these sorts of situations, in that party formation is considered a “gentleman’s agreement” and it’s often quite difficult (and time consuming) to try to sort out “who did what, to whom, and why.”

However, you’re welcome to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. You can include your screenshots in the ticket.

As explained in the post about account restorations, the service is all or nothing. It’s an all-account “roll back” to a date as close as possible to the compromise incident. What you are requesting is the replacement of an item, and we do not offer that service.

I did review the ticket, and I do not know why you were told that we could not restore the account. It appears that you would have been eligible, although at this point I understand you do not want to lose the progress you’ve made since the account was restored to you. I apologize for that miscommunication, and I am letting the agent’s lead know that this happened, so that this erroneous message isn’t given to anyone else. But again, we do not have the ability to replace items in the manner you request.

Ultimately, the security of your account is your responsibility. Being “locally hacked” means you either left the game open, saved both credentials in an insecure environment, shared the account, or used such insecure credentials that a friend or family member guessed them. It doesn’t matter that you were at work or that people will attest to that; the issue is that the account was accessed and we have no way — under the circumstances — to know that it wasn’t an “access with permission” event. (The confusion these situations cause is one of the reason that account sharing is strictly disallowed in the User Agreement.)

Restoration is intended for accounts that are accessed from an unknown, remote third party, not by an “Evil Little Brother” or a buddy who was sharing the account. I’m sorry, but you are not eligible for a restoration.

Incidentally, it seems to me that the team was smart to send you new credentials, since under the circumstances someone else may still have had access to the account. This wasn’t an error, but an attempt to assist you.

According to the Support Team, you were contacted on the 28th to point out that names were blocked but you were not suspended. In addition, other players (thanks, guys!) have pointed you towards our statements about policies on names and offensive language.

As such, this was resolved days ago and I will close this thread.

Uzaka.6793:

So here’s the situation, 3 friends of mine and many other players were doing a Random event, Towards the end, one of my friends, (Character name of Xx guru Xx, Account name of Gurumurph.2584) Suddenly got a pop up reading (Paraphrasing, as I didn’t get to see it) “Your account has been suspended for account issues…” (He was unable to finish reading it as his game closed out) He is somewhat annoyed now and has submitted a ticket, however, the 4 of us cannot think of anything he did wrong, Is there anyway we can find the reason he was suspended? so we can think back and see if it was deserved, even if an accident?

Your friend submitted a ticket and he will be helped as soon as possible. It’s not protocol for us to review tickets and give answers to friends via the forum. This is a matter that your friend needs to discuss with the CS Team.

Some items are given once per account and come to you in your in-game mail. If you delete a character and the items are in the possession of that character, you may lose them. This is indicated in the game interface. Please review the Knowledge base article here: https://en.support.guildwars2.com/app/answers/detail/a_id/9055/.

The Dire Wolf is a skill, not an item. Please see the article for details.

Often, account thieves steal an account, use it for botting, and then get banned. They therefore cause the account owner TWO issues: They steal (compromise) the account and they get it banned for botting. It is not at all unusual for an account to be banned for botting, and then, upon contact from the owner, to have the account mark changed to “hacked account.” That is a normal change that takes part as the issue is brought to the team and investigated.

You have a ticket on file, so please update to continue to discuss with Support. But I hope you understand the system better now, and realize this is not something over which we have control, and that we’ll do the best we can to get legitimate players back on their accounts as soon as possible.

Corvus — I asked for a review 5 days ago. I sent a repeat request again today. The holidays are impacting some resolutions, but I don’t see any reason that you should be waiting 12 days. However, you should know that the ticket response sent on the 21st was considered a “final answer.”

The account was found to be involved in using a cheat. I fully understand that you state that no cheats were used, and that is why this needs another review. Buying another code is not advised at this time because I don’t want you to spend money to try to reactivate an account that may not be released for a new code. This can be part of the discussion you have with Support when they get back into the ticket and after the agent looking at the ticket discusses this with the agent involved in the initial actions.

I apologize for the delay and very much hope that you will hear from someone very soon.

Gunthar Dragon — the ticket numbers are 12 digits, not 11. If your friends are still needing help and it has been three days or longer, please post in the Tickets for Review thread above.

Please note that there is a reason that the Tickets for Review thread exists: To focus concerns about older tickets in one place. Please continue to use that thread if you have concerns, rather than starting individual threads.

I really think your friend needs to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist him.

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

As these folks have pointed out, your account appears to be at risk. Please submit a ticket immediately so that Support can assist you in trying to re-secure your account. Then consider using either Two-Factor Authentication System or E-mail Authentication System

Please give this wiki article a read, and consider visiting the HoM FAQ.

Agree. Those are coppers on the screen, not gold. Gold is a very valuable commodity in Guild Wars 2, so selling off found items (component, ingredients, common drops) for 50 G would not happen.

Oh, and welcome to Guild Wars 2! I think you’ll love it.

I am sorry this happened to you. I wouldn’t worry about getting suspended, but if you do, please immediately submit a ticket and explain the situation and the team will sort it out.

I have started an email thread on this issue. We had a similar situation of “sound harassment” in Guild Wars, and if this proves to be an issue, the devs will want to know about it. So thanks for the reports and we’re sorry about any issue you experienced with players who are not showing the proper “spirit of the season!”

I do not understand. How is this issue flagged as “appealing for unjustified charges?” I would imagine you mean “appealing for unjustified suspension (or termination).”

Regardless, since a ticket has been filed, the issue will be reviewed and if the party is not involved in gold sales — advertising, distribution, botting to farm, etc. — the account will be reinstated.

I agree with the above: If the password is secure, and used exclusively for GW/GW2, the risk of account theft is minimized. Also consider using one of our Authentication Systems:

Two-Factor Authentication System

E-mail Authentication System

Oreoginal.1580:

A LOT of people have the same problem as you right now, including me (my gf to be exact). The only problem is that this also includes actual gold buyers and gold sellers. And of-course those gold buyers and gold sellers will plead nonstop claiming that they haven’t done any gold buying/selling. The only way for Arena Net to distinguish the liars from the bunch is by checking each claim one at a time. It’s those kittening gold buyers/sellers that are causing all this problem. I am also incredibly irritated at this since it’s such a huge inconvenience for something that wasn’t even our fault, but no amount of QQing in the forums will help (sadly). The best thing to do right now is to get your friend to send a ticket and hope he gets his account back.

We are all truly sympathetic about any undeserved suspension that happens. But you’ve summed it up very accurately, Oreoginal. The system gets bogged down in appeals from cheaters, and there is no way to know who’s legit and who’s a cheater (RMTer, botters, exploiter) until the account is carefully reviewed, and that takes time.

I just thought of an idea that might help us “sort” appeals. Not sure if it’s feasible but I’ll share that with the team when we’re all back together after New Year’s and we’ll assess if we can, perhaps, expedite certain appeals. In addition, we will see if the Security Team has any tweaks they can make to reduce false positives, as well.

In the meantime, we have a team working 24/7 and we’ll do our best to get folks back into the game as quickly as possible. Thank you for understanding and explaining the situation so well.

Please read your thread, which I renamed to “Changing Servers” since this is not about a character restoration at all. Account restorations are detailed in a sticky thread above and are offered only for account compromise incidents. Thanks for understanding.

There is a free transfer available to every player once per week. Your friend may join you on the other server for that week, or you can take advantage of the transfer later — it’s up to you.

We’ll take another look. If you qualify for restoration, and if the compromise took place after December 1st, I feel sure you’ll hear from a CS agent soon.

ShiningSquirrel.3751:

Viginiskaone.5304:

I was banned 2 days ago for “Inappropriate language”
The ban was for 72 hours.
Question 1: IF there is a profanity filter, what could I have possibly said that promoted a ban.
Question 2: If I did in fact say something, why did I not get some kind of warning, or any notification, besides a THREE day ban.
Question 3: Why was no detailed proof/extra info on my offense given? To this day i still do not know what I did wrong.

I have posted in the support forum page, with no response after 3 days, so I came here.
The ban has 8 hours left.

1. Profanity filter does not give you a license to use any language you want.
2. Your warning was the accaptable use policy you should have read before making your account. No other warnings are given for any offense.
3. “proof” is useally never given.

FYI, there are some posters here in the forums who have an axe to grind with support. Take what any poster execpt the official anet reps say with a grain of salt.

Quoted because this sums it up nicely. If you want to see it in official parlance, click my name and search for the many other posts I have made explaining that the fact the game has a filter doesn’t mean that you can swear or use offensive names. I just posted about this five minutes ago, and have posted about this virtually every day since beta.

Players are not automatically suspended because they are reported. A player is only suspended if a review by a support agent — usually more than one — confirms that the chat was offensive.

• The fact the game has a chat filter does not give anyone a “License to Swear.”
• We don’t waste our resources on tracking down players and giving individual warnings because the warnings are given in the Rules of Conduct, the Naming Policy, and the User Agreement. See our Legal Documentations Section for more information, and please do read the Conduct Breaches and Outcomes document in that section for a clear explanation of our policies.
• Issuing a warning — as discovered in other games — is a huge timesink in that the person who is warned invariably protests, argues, and wants to negotiate a removal of the warning.
• The rules apply to everyone, regardless of a person’s position in the community. Solo player, guild leader, PvPer, guild member, PvEer – the rules apply to all.

While players do try to grief one another by submitting reports of offensive chat, it is only after a review and confirmation of the offense that the suspension is given.

I can’t help but notice that people whose accounts fit the parallels of RMT workers are posting in this thread.

Are people flagged and suspended in error? Yes, and we’re deeply sorry when that happens, and we’ll take measures to try to reduce that number to as close to zero as possible. The OP in this thread knows this to be true — the person he wrote about is back in the game.

Do RMT workers spend times on the forums taking digs at the company that is trying as hard as possible to stop illicit gold sales. Yes, and we’ll continue to try to remove those people from our game, for the sake of the community as a whole, and to protect the game economy.

And while some team members are away on Christmas break others are working, including our support team, which has 24/7 coverage. If you or someone you know wants to submit a legitimate appeal about a termination that was made in error, please do so. If you’re a gold seller, or work for a gold seller, please don’t waste the team’s time, so they can focus on actual players.

Warning:
https://www.guildwars2.com/en/legal/guild-wars-2-naming-policy/
https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/
https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/

The three-day suspension is another form of warning. Aside from that, our agents do not have the time to spend chasing down players to issue warnings, engage in discussions, listen to arguments, etc.

I guess this fell off the first page but the number of PMs is rising, and I really want you to get the help you need as quickly as possible. Please don’t PM me about your account issues. Please submit a ticket, and use the Tickets for Review thread, if you need to, but I am not able to expedite tickets or review issues submitted through PMs.

Please note: I’m one person and it’s not possible for me to investigate every suspension or termination upon request. I maintain a “Tickets for Review” thread, and I will do my best to get answers if the issue exceeds 3 days. So if your issue is 3 days or older, post there. Otherwise, please understand that I simply cannot respond to each thread about an account issue. The 3-day line helps us all. The team will resolve the majority well before 3 days, and it’s the only tenable thing for me, since following up on threads about tickets that are a few days or even a couple of days of age just isn’t possible.

I can’t be the immediate follow-up to new tickets.

Thanks for understanding.

Cathgar.7581:

When was this introduced?

I brought a new account/game for my son to use while the Digital Deluxe edition was on special and now we are running in to all sorts of problems because of this, with sending/receiving mats/gold and using the/my guild bank.

If I had of known about this, I don’t think i would have brought the second account/game.

So it means that we have to wait 30 days to use the system properly?

P.S. So I fork out money for a game, which cannot be used to it’s full capacity.

I am sorry that you’re frustrated, but there is a really good reason that these restrictions are in place: They greatly reduce the abuse that comes from RMTers. that is, illicit gold-sellers. They also make a real dent in the number of people who cheat and exploit.

Most cheaters, exploiters, and real-money traders want to get onto an account and begin their illicit activities right away. So restricting trades in the early days helps the game and the game economy as a whole and we hope that the temporary inconvenience will be more than worthwhile, in the “grand scheme of things.”

By the way, I hope your son loves the game.

Rand.3186:

Gaile: Yeah. Sorry about that. I’m guessing it was hiding somewhere in the User Agreement, then.

Anyhow, sorry to bug you so much on Christmas. Thanks for taking the time to respond.

Merry Christmas, to you and the rest of the team.

That’s really nice of you. Merry Christmas to you and yours!

Shwaz.1548:

Don’t suppose you have an ETA on when I’ll get any sort of response?

No sorry, I don’t. It’s determined by volume. However, there are support agents on duty, and they’ll help as soon as they are able to do so. Please be aware that updating a thread about an individual issue isn’t really going to speed things up. If you need help in three days, you can post in the “Tickets for Review” thread stickied at the top of this forum. However, I feel sure you’ll be helped before then.

BlueCynder.5941:

I got the game today and I created a account. But it wouldn’t let me log in. I changed my password again and it still will not let me in. Does the game have to finish installing before it will let me log in? (I have the discs)
Help?

Error: 11:1001:2:1298

I see you deleted this post. Does that mean you were able to access the game?

I am sorry for this situation. Usually, we find its a typo in the account name or password, but don’t worry, the support team can help you. Please don’t submit any more tickets, though: One will get you the fastest help possible.

Bob — we’ll review those situations. I think there’s something that just doesn’t look right, but upon further review turns out to be acceptable. But in the meantime, you’re unable to play, and I sympathize with that!

I have your info, I feel, but I’ll PM you if I need any more information, ok?

Rand — I understand. The “warning” comes through the Rules of Conduct and the User Agreement, but I’ll certainly grant you that no everyone reads those.

I will say that the chat was reported, and although I haven’t pulled the data, I suspect it was reported more than once. Thanks for acknowledging the chat was not so good. I’ll share your suggestions with the team.

Aghah.5714:

I can’t log in to see which name got me suspended. I assume “Ned Reck” is the name in question, which I find odd considering Jeff Foxworthy made millions off of the term and there are prime time TV shows which use the term. (ex: Redneck Weddings, … etc.) I had been logging on and playing this toon for over a month with no problems, but get suspended for the 3 days I’m off of work.

Also, being from New Orleans, I am by definition a redneck. Jeesh, what if your name was actually Richard Head, you’d get suspended for using your real-life name?

Are you sure that’s the name that got blocked? I talked to a few friends a couple of years ago, and while Mr. Foxworthy (who is funny a heck!) has made a living with “red neck” jokes, other folks from the south tell me it’s a little off, a bit rude and insulting. I thought it was perfectly harmless, but eh, I learned something in the conversation. Still, looking at Ned Reck, I’m just sort of surprised that would be flagged. Can you verify that was truly the name?

Gryphon.9417:

Gaile Gray.6028:

So, no, you can’t say “Use the filter” and you can’t say “Your rules need a legal review.” I suggest you stop while you’re ahead.

Or you’ll what? Is that against the rules too? The implication in that last sentence is rather chilling.

I understand you’ve got a job to do, but try to keep your own conduct professional when talking to your customers. Try not to take things so personally, especially when they’re conveyed in a polite manner, all things considered.

Good heavens! I’m here, on my own time, on Christmas Day, trying to help players. My comment was meant not as a threat, but as a genuine suggestion, like “wear a coat in the rain” or “try this cheese, it’s delicious.” I’m sorry you chose to take it differently.

Lightnlng.8416:

Yeah, my gf did got her account back finally.

I’m really glad that sorted out ok for you, and sorry for the time out of the game. We are making a concerted effort to refine every system we have — it’s an ongoing process — so that we can get as close to zero false-positives as possible. We truly understand how aggravating that is, and are deeply sorry when such a situation arises!

Thankfully, Wintersday runs for many more days, so get out there and enjoy!

Jsvkkie.2037:

I’d like to apologize for making 3 threads on the forum over the last 4 days about my account’s suspension, it has been resolved by GM Kaine a few hours ago, i was using my little brother’s account.

Sorry Gaile for any inconvenience i have caused!

S’ok, Jsvkkie. Thanks for your kind apologies, and I was very glad when I heard back from email that the team had sorted this out for you. Happy to help!

This situation arose yesterday, as well. I’m sure sympathetic about what happened, but we don’t refund tokens. Here’s a bit more detail about the matter, if you’re interested.

Correct. The promotional items come with a purchase through buy.guildwars2.com.

Sorry!

Rand.3186:

My offensive line would have been censored for anyone that kept their swear filter on. Why give us the option to turn it on or off if we will simply be banned for using any sort of “dirty” word? I rather not delve into the realms of what people find offensive, because in my -12 years of online gaming- I’ve seen people report other people for the most petty of reasons. I’ve kept a pretty clean slate when it comes to gaming, and, in these 12 years, this is the first time I’ve ever been banned.

Secondly, Gaile, I recommend you contact whichever legal department you have that handles your Rules of Conduct, and possibly nudge them towards including a few extra lines in it that say something along the lines of “You are not allowed to refer to any part of your body around your hips or chest in any sort of manner that is even remotely suggestive.”

What I said was something that was ultra rare for me to ever type — usually it’s on voice with several friends and we all joke about things like that. It’s not everyones cup of tea. I get that. I sent in a support ticket yesterday attempting to get the ban lifted, acknowledging it’s something I shouldn’t have said in the open and that I had no idea you guys were so strict and gave zero warnings before proceeding with a ban.

Enjoy the $40 I wasted on gems since the 19th. I hope it goes well towards your paychecks. Merry Christmas. I’ll still be banned a day after Christmas. Thanks.

The Name and Word Filter is not a “license to swear” or “permission to offend.” Saying “Just turn on your filter” isn’t that answer, any more than telling parents “Just cover your children’s ears” give you the excuse to swear up a storm in a restaurant. With any private service — restaurant, movie theatre, game server — the owners reserve the right to expect a certain level of behavior. The filter is offered as a means to try to limit offenses, but not as a feature that then presents others with the opportunity for “no holds barred” in the use offensive language.

Lastly, you didn’t refer to a body part in a benign manner. (And we do mention “body parts” in the rules, anyway.) But let’s face it: you used a word that many consider rude, crude, and socially unacceptable. So, no, you can’t say “Use the filter” and you can’t say “Your rules need a legal review.” I suggest you stop while you’re ahead.

I’m sorry that you’re not able to play on Christmas. But I make no apologies for the suspension, because honestly, it was the right thing to do.

I do not believe that the situations that are described in this thread raise any flags about RMT. As I have said before, players send one another gold all the time. What raises flags is a set of data that points to RMT — real-money trading.

Read this post for more information. It’s a shame that legitimate players are delayed by bogus appeals, and I hope yours will be resolved soon.

We are not experiencing server overloads. Yours are individual issues and I’m sorry that they are keeping you out of the game. 90% of the time we find that the person is using the wrong credentials or typo-ing the name or password. If you are certain that is not you, but all means contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

As I have posted, I have asked the team to look into this matter and move forward on the restoration. It IS on the review list. With Christmas Eve and Christmas Day — and I’m keenly aware that you know the dates — the restorations seem a little backed up, but I wrote about yours last night, and I do believe it will happen soon. I am going to lock this thread because you’re in the right one — Tickets for Review — and this one isn’t necessary.

I will cross my fingers that my email is acted upon very swiftly!

If you’re still stuck on that, and don’t have a retrieve password option, then 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.

Take a look at this post on Third-Party Programs to get some info. The main thing is to not load up a macro that plays the game for you, or that combines so many skills that you have an advantage over other players.

Michael said it pretty well. This process — as much as it’s a bother — is a protection against credit card fraud. It protects you and it protects us. Hopefully, having to get “permission to buy” isn’t too big a pain, and we are trying to find ways to make it easier for people to buy gems, support the game — truly a win/win/win.

Thanks for understanding!

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 have submitted an actual support ticket, please follow up in the ticket. The Karka Chests were distributed to all qualifying players some time ago, and the team will not be handing them out at this time. If there’s something extraordinary that you want to bring to the attention of the team, please update the older of your existing tickets.

If you did not submit an actual ticket, please do so through support.guildwars2.com and then the “Ask a Question” tab.

There is a thread above — “Tickets for Review: 3 Days and Older.” You may post in that thread. We ask that players not create individual threads to request help with / follow up on their issues