Guild Wars 2

Due to the holidays, there is a bit of a backlog on tickets of this nature. Please post in the Tickets for Review thread above. Thanks.

ArcherLi.7302:

Please help my fd Christmas vacation PLAY GW2
HI.
Error Code: 45:6:3:2114

i make the legendary weapon. my friend send money to me.
why lock my friend account.
All the information has been uploaded~~
Thank you.

Ticket No. 121225-000090

You submitted a ticket. Please do not post in the forums to call attention to a ticket that is only minutes old. The team will assist you as soon as possible.

zbrkesbr.4173:

tccwang.4501:

read this if you havent.

https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

It doesnt explain how hackers are(still) able to target any player they want to gain access to his/her account in a couple of minutes.

Yes, it does. There are millions of “known passwords” and these situations generally fall into the category of someone using a password used elsewhere. Please review the article for more information.

Michael.4791:

If you continue on bad perceptions, it will not help anybody. Sending money alone is no reason for a ban. It was stated here by an official. Stating it differently by players because of msconceptions doesn’t make it true. Even if you continue saying so.

As was said before, here are Goldsellers posting too. Nobody knows for sure (except Anet employees) who is phony and who is real. I don’t believe about a dozen postings and I don’t perceive them as a “majority” of players. It is always that the suffering people are more outspoken than the normal people on forums. I don’t have numbers.

False positives are a result of a fight against the bad guys. This is said. But I do believe, that Anet tries to avoid false positives and that they try to correct them as fast as possible.

Anything else is gossip. Unfruitful gossip.

Thank you, sincerely, for understanding! Every day I see pious, plaintive cries of “I didn’t do it” and I look up the account to see “Oh, yes, buddy, you sure as heck did!” I’m talking gold deliveries to a dozen people. Running a bot 24/7. Scamming, cheating, exploiting.

Many people who submit tickets or post to ask for help truly need help. But a significant number are cheaters, hackers, exploiters, and RMT workers who are trying whatever means they can to get back onto their accounts or even lie and try to steal new accounts by claiming them through a support ticket. They do this so they can continue to cheat, exploit, bot, or do damage to the economy with disallowed gold sales.

If someone was blocked as RMT and is truly innocent, I believe that the team will find that out and will reinstate that account very quickly. But if you’re concerned about why it takes longer than it should, be aware that many cheaters and RMT workers are filing bogus appeals that, sadly, need to be weeded through and responded to before the agents can get to your legitimate request for help. There’s no magic way to see “This can be ignored.” Everyone gets a review; everyone gets an answer.

If you’re going to get upset, get upset at the Gold Sellers, cheaters, and exploiters. Report exploits to Exploits@Arena.Net. Report cheaters to support.guildwars2.com. And never, ever, EVER buy gold from those #(#%#@($ gold sellers. We have the power to put them out of business and drive them out of the game if people will simply make it not worth their while to sell gold and, even worse, to steal accounts to gather gold to sell to players.

/rant

This has been answered already. Please do not post again on the same, answered topic.

This has been answered many times in the forums. Please use the search engine to save us all time. The answers above are what we’ve said before.

Folks — let’s not use this or any other thread to post “I said [this thing] and was suspended for offensive language.” The chances are, if you were suspended, then what you said was offensive. In which case, we don’t want it posted here, right?

If you have legitimate concerns — I mean truly don’t understand why you were suspended — then by all means submit a ticket and discuss with the Support Team. But we’re not going to use the forums as a “Was this really across the line” review point, because most of the time — as in the examples in this thread — there really isn’t a question about the offensive, the comments are merely intended to complaint about standards being upheld.

Vic.1754:

I was banned today as well for saying EDIT TO REMOVE OFFENSIVE COMMENT

Yead, did you really think it was ok to say what you said? Please don’t post it again.

Rand.3186:

Heh. I got banned too, and I’ve never once had a disagreement with anyone. Pretty sure I got banned for saying EDIT TO REMOVE OFFENSIVE COMMENT

I guess someone was offended by it, or more likely, someone was having a bad day and just wanted to report people for whatever.

Sucks to be banned for Christmas Eve + Christmas + Day after christmas. Kinda wish I didn’t buy $20 in gems just the other day.

Edit: Not to mention that this would be my first and only ban in the past 12 years of playing MMOs. (Including; Ultima Online, Ragnarok Online, World of Warcraft, Warhammer Online, Age of Conan, AION, Luna Online, TERA Online, League of Legends… and quite a few I can’t remember…)

Oh well.. Merry Christmas, we’re banned… -_-;

Yes, that is offensive. I don’t know too many games that wouldn’t object to the comment. Sorry if you feel differently, but please use better judgment in the future.

CorneliusCoffin.3169:

I just got banned today for saying that hating Germans would be nationalism and not racism. I wasn’t the one who said he hated Germans (I am German in fact), nor did I insult anyone else. Somebody, appearantly took my statement the wrong way, or I don’t know what and I got banned for racism (almost ironically)
It really seems to me like noone looks into these reports.

If you’re concerned about this — and I understand your point about the confusion — please submit a ticket and explain. The agent can check chat records to see what was said, and by whom.

Update: 24 December 2012 (Merry Christmas!)

121215-002158 Resolved
121217-002337 Resolved
121219-000434 Resolved
121219-003089 Resolved
121219-003229 Resolved
121220-000489 Resolved
121220-000489 Resolved
121220-000977 Resolved
121220-001001 Resolved
121213-001764 As explained multiple times, you are not eligible for a chest and will not be sent one.
121215-000316 Blocked for fraud. Cannot be released.
121220-002842 I believe you were sold a fraudulent code. You should seek a refund and talk to the team about getting your account released to add a legitimate code.
121221-003527 Please have your friend submit a ticket directly.
121219-002546 RMT — will not be reinstated. Final answer.
121220-002326 RMT — will not be reinstated. Final answer.
121221-003023 RMT — will not be reinstated. Final answer.
121221-002156 The charge authorization failed. You were not charged or were refunded.
121222-002635 The charge authorization failed. You were not charged or were refunded.
121124-000311 There is no issue with your account.
121116-001071 Account involved in cheating. Will not be reinstated.
121218-000260  Account involved in cheating. Will not be reinstated.
121218-000471 Account involved in cheating. Will not be reinstated.
121218-002945 Account involved in cheating. Will not be reinstated.
121129-000113 Under review
121215-001752 Under review
121217-001155 Under review
121218-000724 Under review
121219-000235 Under review
121219-000366 Under review
121219-002541 Under review
121219-003118 Under review
121220-000324 Under review
121220-000341 Under review
121220-002781 Under review
121221-000404 Under review
121221-001035 Under review
121221-002788 Under review
121219-003106 You’ve asked for chat logs. I’m not going to post them here, but believe me, the language was entirely unacceptable and the suspension was appropriate.
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121215-002277 Followed up on this today
121217-001136 Followed up on this today
121217-002070 Followed up on this today
121218-000407 Followed up on this today
121218-002117 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121219-000077 Followed up on this today
121220-002211 Followed up on this today

Notes:

• Botting, RMT/gold selling, and fraud reviews, and purchase rejections, 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: 24 December 2012 (Merry Christmas!)

121215-002158 Resolved
121217-002337 Resolved
121219-000434 Resolved
121219-003089 Resolved
121219-003229 Resolved
121220-000489 Resolved
121220-000489 Resolved
121220-000977 Resolved
121220-001001 Resolved
121213-001764 As explained multiple times, you are not eligible for a chest and will not be sent one.
121215-000316 Blocked for fraud. Cannot be released.
121220-002842 I believe you were sold a fraudulent code. You should seek a refund and talk to the team about getting your account released to add a legitimate code.
121221-003527 Please have your friend submit a ticket directly.
121219-002546 RMT — will not be reinstated. Final answer.
121220-002326 RMT — will not be reinstated. Final answer.
121221-003023 RMT — will not be reinstated. Final answer.
121221-002156 The charge authorization failed. You were not charged or were refunded.
121222-002635 The charge authorization failed. You were not charged or were refunded.
121124-000311 There is no issue with your account.
121116-001071 Account involved in cheating. Will not be reinstated.
121218-000260  Account involved in cheating. Will not be reinstated.
121218-000471 Account involved in cheating. Will not be reinstated.
121218-002945 Account involved in cheating. Will not be reinstated.
121129-000113 Under review
121215-001752 Under review
121217-001155 Under review
121218-000724 Under review
121219-000235 Under review
121219-000366 Under review
121219-002541 Under review
121219-003118 Under review
121220-000324 Under review
121220-000341 Under review
121220-002781 Under review
121221-000404 Under review
121221-001035 Under review
121221-002788 Under review
121219-003106 You’ve asked for chat logs. I’m not going to post them here, but believe me, the language was entirely unacceptable and the suspension was appropriate.
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121215-002277 Followed up on this today
121217-001136 Followed up on this today
121217-002070 Followed up on this today
121218-000407 Followed up on this today
121218-002117 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121219-000077 Followed up on this today
121220-002211 Followed up on this today

SkyShroud.2865:

Please review this ticket 121222-001149
Banned without violating the T&C, maybe system fault.

This ticket was a day old when you asked for help in a thread designed for tickets at least 3 days old. Please do not post until the ticket is at least 72 hours old.

Bo Ssam.8675:

Hello. Would you mind to review this ticket again?
121221-002439
121222-000626
121223-001528
121223-001585

account : xogh12123@nate.com
account name : Jok Bal.5061

rule violation did not even once.
Have been waiting for days now.
Resolved as soon as possible for me.

Stop submitting new tickets immediately. Your case will be reviewed as soon as possible, but your answer will be delayed if you continue to file new tickets.

Since you posted in the Tickets for Review thread, I’ll update there when I have information.

As was explained on November 1st in the ticket, there is nothing we can do. This isn’t a problem on our end, but somewhere in the processing of the bank. I suggest that you try to purchase from another vendor or pick up a boxed copy of the game at a retailer. As explained, we cannot rebill a card that failed previously. (I don’t know if you could use a pre-paid credit card, perhaps, or another card altogether, but you can update your ticket to ask about those options.)

Very sorry for the inconvenience.

Zero Angel.9715:

Because mistakes happen and getting thanked for doing your best to correct the mistakes encourages positive behavior more than having a player base that you are resentful towards?

GW2 is a huge game, more than big enough for a team of 50 or 100 support reps to watch every single player and provide a reasonable response to every complaint about cheating, botting, gold selling/buying in addition to their normal support roles. With automated systems you get the advantage of fast response time vs gold sellers, botters, etc but the disadvantage in that the system will sometimes make mistakes. If there were no automated systems, the game would be more overrun with botters, gold sellers, and gold buyers than it already is. The fact that the response time towards mistakes is reasonable is a testament to how decent that ANet support is. Hopefully they will continue to improve on the heuristics that detect unscrupulous players and fake accounts so that us legitimate players don’t have to worry about the consequences of piracy and cheating on the game (like exchange rates tanking or GW2 going away because everyone just buys from gold sellers instead of supporting ANet).

I think you understand the situation quite well. We’re using the automatic review systems in place, expending a lot of effort to improve those systems (they are tweaked very often, to further refine the flags for botting), and we training more agents to monitor issues and getting more agents on board to review appeals of false-positives and get players back into the game as quickly as possible.

Yes, there is a confirmation process for spending tokens. It was designed to give players a second chance to back out of a mis-click, just as you are required to input a character’s name and click through, again, to delete a character.

The process seems well-designed to me. And I confess, in my years of playing Guild Wars and Guild Wars 2, I’ve sold things in error, binned (deleted) something, salvaged when I didn’t intend to, etc.. (Not on a regular basis, but sure, over the year’s it has happened.) And each time, it was my fault and my inattention, not something I would expect the devs to reverse, nor something I’d expect them to add a third layer of confirmation to prevent.

I accept that I wasn’t paying attention and that I “own” my mistake. I feel that each of us needs to do that, even as much as it’s a painful learning process when it happens. It’s painful, but it’s avoidable, and the answer is to slow down just a second, take the time to review the purchase /sale / trade/ whatever, and all will be well.

Players have posted saying they don’t understand why they were suspended for and offensive name or for unacceptable in-game chat. Nearly always, the name or the chat is truly offensive and that is why the account is given a time-out.

Our Support Team does not enjoy blocking people, and does so only when there is a cause.

If you feel the need to complain, please confirm that to this thread. Also, please do not post your offensive name or your crude/unacceptable/racist language in the thread, because that’s just compounding the issue. If you wish to appeal the suspension, file a support ticket. If you want to vent about the suspension, post here (following my requests above, please.)

Thanks for understanding.

kahao.7821:

can u please go to my thread and my ticket too please? 121221-003023

This is two days old. Please post in the Tickets for Review thread if you do not have an answer by closed of business tomorrow. Thank you.

You need to log into the Wintersday event to get the mail.

Have you logged into Lion’s Arch in the last, say, 40 hours?

“Extended unattended play” means using a bot, that is, having the bot program “play” the game while you’re sleeping, at school or work, away from the computer, etc.

There is some pretty sophisticated tracking programming to detect this, and two false positives is very unusual, but rest assured that Support Team will research this one thoroughly and make the proper decision about how to deal with the flags that this account is raising.

By the way, it doesn’t take a lot of “tech savvy” to run a bot. It only takes the will to make undeserved gains and the willingness to breach the User Agreement, to cheat. I am not at all saying your cousin did that, but while creating a bot may take technological knowledge, and programming anti-bot software takes a great deal of sophisticated knowledge, running a bot generally takes neither.

Loli Ruri.8307:

Anet bans people for mailing gold to players. Why? Because gold sellers do that too. Just don’t do it.

This is not true. Players mail gold to other players all the time without negative consequence.

The details in this case must have been extraordinary, and the team will look into the matter and resolve it in the best way possible,

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 or at least answer the question about releasing the account.

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

The ticket is two days old, and while we do have people working 24/7, sometimes these issues take a bit of time. I imagine that you will hear in the next 24 hours. If not, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Our Support Team will be happy to help, but the person who owns the account must submit the ticket. So please help him through the process of support.guildwars2.com, and then “Ask a Question” and a team member will help him.

The site was back up within the hour, and I’m sorry that some of you are still having difficulties. Please do submit a ticket and then post your 12-digit number in your post in this thread. I’ve asked one of the good folks on our Payment Team to take a look, and I’m sure they will help you as soon as possible.

Slots do open every day, and the suggestions about timing are often effective.

Welcome to Guild Wars 2, and I think you’ll find you are soon able to hook up with your friends. Please do note that you all can move to a less-populated server and play together immediately.

First, I’m glad that you are not asking about the HoM because, as you noted, by merging with your brother’s account, you have permanently lost your own Hall of Monuments. That is to say, we cannot remove the HoM from the one account and link it to a second.

It’s great that you want to join Guild Wars 2. I think you’ll love it! To do that, though, you will need to use a completely new email address for your account, that it cannot be the old address for Guild Wars because that one is linked to the GW2 account that your brother is playing. You’re welcome to contact Support for more details but I think you’ll want your own new everything, to keep things tidy and separate.

The fact that we do not offer wide-spread phone support is not related to costs so much as efficiency. We have agents working around the clock, 24/7/365. It wouldn’t be feasible to offer phone support on that same level from both a cost standpoint as well as a use standpoint. (The volume of calls falls off at 5:00 AM. )

The efficiency point I’m trying to make is that you can submit a ticket at any time and it will be read, escalated, reviewed, referred, queued — whatever it requires — more quickly than a single phone call would allow. Plus, we found that where we could address an issue in X minutes via a ticket, it took two to three times that long on a phone call.

Having said all that, I do hope that we will be able to offer phone support. I believe that having more ways for our players to reach us would be a very good thing, and I have brought this up and advocated for it on a regular basis. We will see what the future holds, but I know that offering live chat or telephone support is definitely not “off the table” as far as each being a possible future support option.

Kindayar.1209:

Greetings,

I will try to keep this as short as possible. On 12/18/12 at about 1700 hours EST, I was playing in Honor of the Waves with a guildmate when without warning my screen went white, I was logged out, and on trying to log back into the game, was told my account was permanently banned for botting, 3rd party programming, extended unattended play (?), macros or something similar to these accusations. My account has since been restored, and for that, I am truly appreciative.

I have a concern and a question. My concern is that for some reason, my account was fraudulently terminated for behavior which I have never and will never engage in. I was not given a warning, contacted by a GM in game (this SHOULD be done in cases where it’s suspected an account is being automated) or anything similar to let me know something was wrong. As far as I can tell, my account was not hacked. Nothing was missing on return, no characters deleted, and I logged in where I was kicked out. Since the reopened account, I have changed passwords for the game, my email account, and added the mobile authenticator as instructed. This leads to my question. What was it that caused my account to be not only suspected of botting, but ultimately banned because of it? I don’t know if it was a behavior of mine, an account login issue, nothing. I would like to keep this from happening again, and would love to hear from someone regarding the matter. If I need to resubmit a question (which I know would be low priority), I am happy to do so, as long as I can get an answer to the question.

Sincerely,

Kindayar <><

We are not able to tell you what flagged the account. That would be a very bad thing to do, as it would give all the would-be cheaters, exploiters, and RMT workers a “blueprint to cheat.” If we say “We thought you were doing X, Y, and Z,” then those writing bot code, or hiring people to farm the game and sell gold will simply stop doing those things.

Given that there are more than 2 million accounts, the number of false positives — that is, erroneously flagged for botting or another form of cheating — is very, very low. Yes, you see them in the forums, but they are individual issues that may give a perception of a larger issue than what really exists.

My basic advice is to continue to play the game legitimately and, if your account is flagged again (which is highly unlikely), to work with the Support Team to diagnose the issue at that time.

I see she contacted Support by filing a ticket through the “Ask a Question” tab on that linked page?

And according to the ticket, this was resolved yesterday and she is back on her account.

I’m glad you’re ok, and that the system helped you prevent the intrusion.

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 or at least answer the question about releasing the account.

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.

Account restorations take a few days, beyond the reinstatement of the account. We do have a team working over the Christmas holidays, so you should be back on your account in in a few days. (I’m sorry for what happened. )

I think that what happened is the person who had access to your account engaged in bad behavior, probably spamming “Buy cheep GW2 gold at [some stupid RMT site or another].”

The team will get this sorted for you! I think you already submitted a ticket, but just in case, do 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.

GloomEmbraced.9146:

Still broken, but slightly different from 5 hours ago when I first tried.
At least put up notification on the page that we need not bother trying.
Guess my kid gets coal for Xmas this year.
;-)

Hey, don’t you dare start shopping the Coal Aisle at your local store!

This was fixed before 7:00 PM Pacific time last night. Can you tell me if you’re ok now? Thanks!

There are two regions: North America and Europe. I think Canada and the US sharing the same continent makes this just fine for you.

Hi all,

We’re aware that the buy.guildwars2.com website is currently broken, and will not allow someone to make a purchase. Believe me, we want you all to be able to make purchases!

We’ll get the site fixed as soon as possible. I just wanted to post that we are aware of the issue.

You guys are welcome to report these issues via the Exploits@Arena.Net address.

Michael.4791:

what free upgrade? I don’t know one.
There was a promotion for buying at Anets website. This one was the place to do the shopping. You won’t get it from other places, if they didn’t offer the same.

This is correct. The upgrade is part of a direct purchase through our site; we do not offer a free upgrade for retail purchases.

I’m really sorry, but the word is found on several dictionaries as a reference to… um… a body part that we just don’t allow in the game. I’d just let it go and come up with something that isn’t like to raise alarms amongst the players or team members.

Thanks.

It’s true. If you have not already done so, please do 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.

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.

Brotonz.3517:

ok so i just purchased 50 keys and im still getting a lot of chests with 2 items, and some chests with 2 items and a few copper… hopefully its fixed and i get some more chests sent my way…

The chests are giving three items, as far as all of us know (and have established in testing). The “two items and some coppers” is actually three items, because the coppers count as the third item set.

NightWatcher.3869:

Im here because not only i got the bug when i opened 200+ chests but i also didnt get any perma item…..

Max.4786:

Posting here just for the record. Opened 130 chest on the first day. Got trash. i think the worst is the bags of coins. Whose idea is that? Why would ANYONE want to see 5 silver in a black lion chest?

alemfi.5107:

https://forum-en.gw2archive.eu/forum/game/bltc/Black-Lion-Chests-Broken/1027061

Thank you. Been opening 3 chests a day for wintersday and had been noticing fairly poor drops but didn’t really observe anything in particular. Was initially wondering how you were planning on reimbursing however it looks like you mentioned it already.

Was REALLY hoping for a self-style kit.

Just to be clear: This isn’t about what you got, but how many. The randomness of the drops isn’t a factor, what happened was that some people only got two items instead of three. And that is what is addressed in today’s distribution.

kayc.1598:

opened about 100 chests yesterday, so ill be glad if you guys could check my log as well

The issue was fixed on Monday, so you’re ok.

Wolfey.3407:

Opened a chest in the mail
((opened 4 chests originally only got one back))
Got 2 items
1) 10 Black Lion Harvesting Sickle
2) Glory Booster

bleh

I bet you got two items in a single stack. That’s how the fix was developed, and it was really carefully coded, so I believe you are ok. It may have looked different — not three panels taken, but two, but one of the two had two items instead of one.

Wow, I just made my head spin. But I hope that explains it for you.

Sure I can tell you what this is about. You see, over the weekend of December 15th, a problem developed where a small number of players who unlocked Black Lion Chests received two rather than the intended three items per chest. The issue was corrected with a build on Monday and all chests are functioning properly now.

To ensure that players get all their chest rewards, we checked to see who opened Black Lion Chests and was affected by this issue during the period in question. We discovered your account during that investigation so we sent you the Black Lion Chests via in-game mail.

No worries — it’s all good!

We do not have a means of knowing the details of this situation. The account holder left his account in a vulnerable position and is asking us to restore an account that may or may not have been accessed by someone else. As pointed out above, such requests have also come from those who purchase keys, open chests, then claim a “Hack” and ask for a restoration so they can try the keys again for better loot. I do not believe that is what happened here, but our team must adopt and act within policies that apply to the community as a whole, and there is no way we can ever tell what happened, except that the “hack” cannot be verified through any means at our disposal.

Whether you intended to or not, you did indeed share your account, through access to the account data, whether a saved password or one that, you readily admit, was easily guessed.

I am very sorry for what happened but we will not be able to remedy this situation. Obviously, you should change your password and ensure that no one has access to your computer again, if there is any way that doing so also gives them access to your game account.

Lastly, I changed the title of this thread, since i feel it was unfair, inflammatory, and inappropriate. Direct your “outrage” at the person who wronged you, not as Support Team members who are acting responsibly and in the best interests of the game as a whole.

You gave a lot of solid information in your ticket, and I believe that the team will be able to help you with this. Hang in there and let them continue the investigation. I’m going to PM you with another suggestion. Can’t hurt; may help!