Guild Wars 2

Greens Daily Ritual.9025:

Most likely what will happen is they will give the guy a 72 hour suspension and you will not get your gold back. It has been my experience in the past that Anet does little, if anything, to discourage this type of behavior.

We spent a great deal of time and resources to develop a Trading Post and spend it still, ensuring that the system works smoothly. The TP is a very effective means of discouraging scamming. It flat out prevents it! If players choose to go outside the system, please do not point to inadequacy on the part of ArenaNet, for that would be both inaccurate and unfair. Scamming is fully preventable using the robustly developed system offered within the game.

Cover Girl.2580:

following tickets are open and have not been addressed or responded to:

forum appeal 121212-001980 Updated 12/12/2012

No Summary 121205-000112 Unresolved 12/04/2012

suspension 121127-003071 Updated 11/27/2012

A user has replied to an automated PM 121127-000574 Unresolved 11/27/2012

these are all tickets of separate incidents involving the forums. Does arenanet not currently provide support to forum issues, or is it all handled by the non anet moderators themselves? who do they answer to and why will they or arena net not respond to the tickets opened?

This is the Account Issues forum. This thread — and indeed this entire sub-forum — is not at all intended to address issues related to the forums themselves.

For issues, problems, suggestions, or other topics relating to the Guild Wars 2 Forums, please address your concerns to Forums@Arena.Net. I would highly suggest you not submit multiple tickets. If you wish to complain about something, you can update an existing ticket, but submitting four seems excessive.

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 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.

Bayliun.6397:

I took out a ticket and this is my number: 121217-001098 but if theres anyone who got thier account back or can help me id appreciate it.

Players cannot assist you with retrieving your account. You did exactly the right thing to submit that ticket today, and I feel sure you will find it will be resolved within a few days.

MadVillain.8573:

I would like you to look into this problem ASAP. My exams are all over and I’d really like to get back into the game.

I just checked the ticket, and it seems that you are good to go!

I feel pretty sure you will hear by tomorrow, but if not, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

First, if the charge was declined, then I imagine he was not charged for that third copy. That’s good, and as it should be. Now that he has a code, I’d imagine he would want to add it to the existing account if he has played on that account, or if it it linked to an email address that he prefers to use. If he finds he cannot add a code to that account he can (1) set up a completely new account with the retail code or (2) contact Support by filing a ticket through the “Ask a Question” tab on that linked page. I feel sure they will be able to assist him. For tips on what information to provide in a ticket, please read this post.

We’ve suspended the account. Please submit a ticket immediately 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.

I believe things are working as normal, but I will inquire.

Thank you for that information. I see that you created a ticket today, and it has been routed properly, so I believe a team member will get back with you quite soon. 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.

I’m so sorry this happened to you! Can you provide me with your 12-digit support incident/ticket number? I’d like to take a peek at this one. Thanks.

We think this is a website bug, and we’re looking into it now. Thanks for the report.

It’s really pretty simple. Michael’s advice is accurate, and you can 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.

I do think there is something compromised on your computer — a keylogger, in fact. And yes, a reinstall may be the only thing to do, but believe me, I DO understand the hesitation to wipe and reinstall, especially with multiple users!

Do you have the previous ticket numbers? I would like to see the sequence of events and notes on them and see what we can do to help. (And yep, I’m going to ask you to submit a ticket again, but if you’d rather wait, that’s fine.)

Check out several tips on security.

And for a detailed outline on the subject of security as it relates to Guild Wars and Guild Wars 2, please see Mike O’Brien’s article on account security.

And Gahzirra — we often see RMT access an account and do nothing (at first), just verify they can get access. It’s like one RMT system pings the account (usually using stolen password lists, as mentioned in the article above, but also using keyloggers), but it may take a while for an actual worker to strip the account.

First of all, thanks for your support of our game, and I’m just sure your family will love it!

Secondly, the answers are:

• Each account must be registered individually, although if your children are minors and you prefer to register for them, you may do so. However, that means you’ll need multiple email accounts because…
• Each account requires its own email address. (Fortunately, there are many secure places that offer free email accounts. Please do remember to use a unique, complex password for EACH account and encourage your children to keep that password absolutely secure, that is, to not reveal the password to their friends.)
• We can’t put multiples under your account, they should be separate.

I hope this helps and thanks again!

I would like to know more, though. Have you submitted a ticket? Even if we cannot magically replace the stolen items, we would like to know about this person in order to check out his/her account and to possibly take action against the account if we can establish an cheating or exploiting incident.

Both bits of advice are sound:

• Change your password to secure your account
• Contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Have you guys submitted a ticket? (It gives me something to point to, when I contact the team to ask about a fix.)

The Support Team can help him via a ticket filed through the “Ask a Question” tab on that linked page. He should contact from a safe, non-compromised email account, and provide sufficient information to establish that he is the account owner.

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

Hey all. I talked to Mike, and he said this is a known issue. He’ll follow up to make sure this is on the “to be fixed” list. In the meantime, do be aware that if you do not accept the log-in attempt, that person won’t be able to get onto your account. (But again, we will add an “active decline” as soon as we can.)

Ultima.4358:

Hi,

I bought Guild Wars 2 this afternoon via the website. Is there anything I need to do to get the Deluxe stuff or is my account automatically considered one?

As long as you selected, the Digital Deluxe Edition, when you log into the game, you’ll see the DDU items, such as the Hero’s Band and the Golem Banker. You don’t need to do anything to enable those items, but please note that they are one-per-account, so do not delete the mail or delete a character without retrieving the items.

Gilosean.3805:

You should be able to replay all the different Tixx dungeons once he gets to LA. So it’s not a total loss.

I am sorry for the issue, but did want to point out that yes, you will be able to do all the dungeons in a few days.

Sacrypheyes.6043:

I think you misread some info in that mail, unless Des Oto (sender of that mail) is your character. Recent spammers use your account/display name as mail subject and that is why it may be misleading.

THIS is important for you all to know. If you did not read the full thread, this is NOT an issue. Anyone can harvest your name and use it in an in-game mail; it does not point to a compromise.

Haelis.9426:

Gaile, If I might make a suggestion. The vast majority of the people who buy “game credits/gold” have no idea what they are doing. They do it for instant gratification and because they “want to”. Little do they realize they are funding a multi-billion dollar industry. Much of it laden with slavery (literally, not just a statement), child labor or worse. It destroys the economy of the very game they are trying to play. Funny thing is I have yet to see a single game make a front page post on their website (that is permenant) explaining in detail just what is involved in the RMT (gold selling) business. Maybe then these people would understand how RMT destroys not only games but peoples lives. Literally. I realize it still wouldn’t stop some people but it might stop some. You are always going to have some people with no morals, it’s just the way of the world. But it might help inform some of how it works. Some of the biggest RMT companies in China are owned my Norinco, who is China’s biggest military owned company. Many countries including Taiwan, Korea, Vietnam, Thailand and even Mexico have gotten into the RMT business in the last few years. Many do not realize most of the RMT sellers are not just some college kid trying to make money, they are full blown criminal organizations that are making hundreds of millions per company a year. Every person who contributes, who buy “game gold” are indeed funding these criminals. If you are not part of the solution, you are part of the problem. Without buyers these companies would not exist. Even you do not do a front page post, at least do a “sticky” here for the people who come to the forums to read. Some will learn and listen. Some will not. Well that’s my 2 cents.

We posted an article some years ago, in relation to RMT and Guild Wars. Here is a link. I think it covers a lot of the issues you were concerned about, although I guess it’s not really too visible these days. Perhaps it’s time to post a new one — I will inquire if there are plans to do that.

Blude.6812:

Gaile Gray.6028:

Whenever you see those *#&^ irritating gold-selling emails, please hit the exclamation mark to report them to us, so we can take out the sender.
Thanks!

Gaile—would you please comment about the mods instruction to do a system scan and change passwords when you recieve an “ingame e-mail”?
I can’t really see how my system would be compromised by such an act.

I have no idea why that would have been recommended. I will clarify with the mod. In-game mails do not point to compromised systems, in my opinion.

Blude.6812:

Bottom line the I believe the mod mispoke or didn`t understand the original message.
Just because you get an in game email doesn`t mean your account is comprimised.

Exactly!

It could be that the system recognizes your specific IP and it is on a “white list” that means you will not be asked to authorize it again.

I 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.

Character name changing is coming, but for now, the makeover is physical and not related to the name.

Yes you will be able to do that.

Just making sure that you were aware of this post, which has some tips that may solve the problem for you: https://forum-en.gw2archive.eu/forum/support/tech/Black-Screen-Issue-Nvidia/first#post3964

Sinsko.9342:

Gaile Gray.6028:

Yes, I was just talking to folks about that. The PayPal situation is “a known issue” but I don’t know when it will be corrected.

Thanks for the update, I’ll keep checking back periodically… if it doesn’t go through before the end then I’ll have to conjure up a credit card… lol

:)

I feel sure they’ll get this fixed real soon. Thanks for your patience and for your support of the game!

Piskan.2481:

Can you alos close my accounte? plz?

Yes, this was taken care of as well.

I have responded to your other forum post. Please find it. Do not post multiple posts about the same subject, just as you must not submit multiple tickets about the same issue.

The team will help you as soon as they are able to do so.

Arsenic Touch.7960:

according to the patch notes, we can get a wizard hat for free from the style section in the gem store. Is it the same wizard hat or a different one?

The same one. Happy Wintersday!

Yes, I was just talking to folks about that. The PayPal situation is “a known issue” but I don’t know when it will be corrected.

That’s odd! I’ve asked our web team to take a look. I thought it was $59.99 for the standard edition or DDU. So this is a surprise to me!

Smooth Penguin.5294:

Wanted to share a feel good story, since there are still people who feel Anet doesn’t care about the players. My friend’s sister had her account hacked, and e-mailed Support for help. Within a couple of minutes she received a response from the Support Team, and had her account back within 30 minutes after back and forth confirmations.

The speed of the recovery isn’t the only thing that’s amazing. It’s the fact that it’s 1:30am Pacific time, and there’s someone working. If that doesn’t show how far game support has come, I don’t know what will.

Much love for Anet!

Thank you for sharing this. I will pass it along to the team.

Dances With Skulls.6054:

Thanks so much!

Happy to help!

Feycat.4370:

My ticket is #121213-000204

All I need is a simple password reset and a change of email.

I’ve provided the code that came with ordering the game TWICE, I’m communicating through the original email that I signed up with, I’ve given the last 4 digits of the CC used to buy the game, and yet after the initial “we’re escalating your ticket” (why??) email, I’ve received no communication.

I haven’t been hacked, I don’t need anything “restored” – I just need my password reset, and I can’t log into the game til that happens. In the meantime, I’m missing out on Wintersday, I missed my guild’s event yesterday, and my chances of feeling like dropping $ on gems for the holiday event is rapidly dwindling.

Gaile, can you kick someone in the tail on this? It shouldn’t even be a complicated ticket.

The team is not able to change your log-in / username as you requested. They are investigating.

Kyma Grey.9410:

Hi,

i need someone to look into or investigate, on one of the players that joined my fractal run this week, if thats even possible.

During that run, i was forced to leave the game/group, simply because i have a zero tolerance, when it comes to insults and general bad behaviour.

One of the players decided to insult one of the other players, and i wondered why he/she didnt react at all, a minor indirect low punch to me included, but that wasnt the problem.

I dropped, left the party knowing that its just a game and i could re run the Dungeon anytime. Apparently, either the bad apple or one of the other players thinks diffrently and thought he or she had to send me a mail, letting me know what an #@|#€~i am/was…

Tried to contact this person, but im on his/her iggy list. No chance to actually talk to said person, not sure if taht would even help me. Problem comes, when all it takes is a “bad expierence/run” in an mmorpg, to get

- ingame gold spam again, after 2 months or more?

So, the person who sent me his best wishes or the bad apple of that run, gave away my Character name, even worse i got one mail today with Subject : <Account Name> and the usually nonsense…

TL;DR- kinda

Before that run, i don´t even recall any spam mails at all. After that run, 1x mail per day.

Thank you very much,
Kyma

Please report this to the Support Team. Provide as many details as possible. They will investigate.

Edited title from: “ArenaNet punishes every existing player.”

When you buy jeans, and the store puts them on sale the next month, do you accuse them of “hating” you? Is that “slapping every single” shopper?

Every seller of any kind of merchandise — from games to jeans to automobiles to burgers — runs limited-time promotions. Those who purchased three months ago had the advantage of playing the game for three months, of leveling characters, of attending the Halloween and Lost Shores event, getting more drops, earning more gold, maybe getting early access or special items with the release products… and on and on. Those coming along later will never be able to go back in time to do those things.

So while I understand you would like to have the lower price, I think you should recognize that you have gained advantages with your earlier purchase.

Sorry, but promotions run for the specific days and hours they are offered. So obtaining the lower price, or getting a refund for the difference, isn’t possible.

We look at a lot more than the few parameters you listed here before terminating an account for botting. I think that, if you’re playing legitimately, you do not need to worry about the account being terminated.

Morguennes.3081:

Someone is using my account…I can’t log in. I can get to the character selection screen, but it doesn’t let me go any further. Just noticed they stripped my characters, transferred my account to a Euro server and NOBODY is responding to my tickets. I fear my credit card info is being used from the market place…I’m a complete wreck.

We locked down this account and will respond via your ticket. (I suggest if you submitted multiple tickets, you close out the newer ones and stick with the oldest of those you sent in.)

Once you authorize an IP, the authenticator won’t ask you to authorize it again. I suspect you have a dynamic IP and that you were asked to authorize several different ones, but once that was done, you are good to go on those. (That is, the one you’re logging on from today is already on the list.)

No we do not block folks from playing from Asia. I wonder if your ISP has some sort of restriction in place, since you can log into the account from a different location. I truly believe that we are not preventing your connection.

There are a lot of different elements of a purchaser and a credit card that can require us to open a 24-hour window for purchasing opportunities. We don’t like it any more than you do! However, it’s something we are required to do because of restrictions from credit card carriers or financial institutions, because specific details on a card raise a question about its validity, because the card was used in a previous transaction with which there were difficulties, and so forth.

Thank you for understanding, and for working with us to enable you to make your purchases. We sincerely appreciate your patience and your support of our game!

Aceman.2098:

I been trying to buy Gems but its time I try it’s not working? what can I do?

Were you able to complete the purchase?

The offer is for new purchases on the official site.

We do thank you for supporting Guild Wars 2 with your purchase, and hope you’ll enjoy the game and the upcoming event: Wintersday!

Here’s some information on server capacity, straight from our team lead, Stephen:

1. People actually do change servers, so some Full servers become Very High just from people moving around.
2. We continuously monitor the World populations and make adjustments, but there is no scheduled update period. It depends on demand for particular worlds and how much people move around and (don’t forget) how many new players join specific worlds.
3. We frequently adjust the World population caps just before events, but that’s not guaranteed.

So there may be adjustments made as or even before Wintersday gets into full swing — it will happen if needed. But those adjustments are a normal thing and from what I’ve seen, the team is watching the World every day, so the near-daily adjustment could be so subtle you don’t notice them as frequently as they happen.

Somehow I think the Wintersday event will be so exciting that the capacities will be raised, and count on the team to do that if it’s needed.

I will see what I can find out!