Guild Wars 2

The Support Team could take a look at the code and tell you if it’s valid right now. A problem could arise in the future if a fraudulent vendor sold you the code and later invalidates it by doing a charge back, or if it is discovered later that the store used a fraudulent or stolen credit card.

But for right now, you could check it with Support by filing a ticket through the “Ask a Question” tab on that linked page

Here’s a suggestion that worked for another player:

What is happening is that the “next” button on the final screen does not get enabled after filling out their billing information. What seems to be happening is the form does not recognize that the customer has entered all the information into the form and in turn, they cannot complete their purchase. If the customer simply “tabs out” of that last field (for the card’s expiration date), they are able to click next and confirm the purchase on the following page.

This is decidedly not an account issue, so I really don’t know what to tell you but this isn’t the sub-forum for such a post. Sorry.

Update: Thursday, 13 December

121211-002403 Resolved
121207-000975, 121207-001031  I followed up on this today. The chest was or soon will be sent.
121210-001695 We cannot replace items, and we do not restore/roll-back accounts due to accidental deletions but only in cases of account compromise.

Notes:

• Many awaiting review are flagged either for botting, RMT/gold selling, or fraud. These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

• Don’t file duplicate tickets — they slow down your resolution and everyone else’s. 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.

If you are in the most recent update list, please do not post again immediately asking for assistance. Allow at least another 24 hours for things to progress before you ask for another review.

Update: Thursday, 13 December

121211-002403 Resolved
121207-000975, 121207-001031  I followed up on this today. The chest was or soon will be sent.
121210-001695 We cannot replace items, and we do not restore/roll-back accounts due to accidental deletions but only in cases of account compromise.

Xillllix.3485:

So is this issue being resolved?

I can’t read French, so I’m afraid I cannot really respond to the specifics of your case. But if there was an issue with the purchase site — buy.guildwars2.com — we will make it right. If the situation was simply that you purchased before the promotional period, we cannot address that, because the period of the promotion is firmly set, and we cannot do “work-arounds” to expand the promotional period.

Michael.4791:

Ohoni.6057:

The problem is that the Digital Deluxe upgrade in the gem store costs $20 for players that bought the game at launch, while for new players it’s $0 (since it tends to come for free with the game now). Is there any change of that getting fixed to not penalize early adopters?

I got the upgrade via Gemstore. Just personal bad luck for me not to get the special promotion and personal good luck for the players who got the promotion.

Promotions will be always done at many shops (online and offline). Sometimes you ar lucky, somtimes you are not. No shop will refund money to a customer who bought outside of a promotion. Such is life!

Thank you for understanding, and for saying that so well.

I suggest you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

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

It seems that you do have a support ticket, or several support tickets, active with the team. Please continue to discuss this issue with the agent involved in your ticket, and he or she will work to the best possible resolution.

We have two forms of authentication: Email and Mobile/Two-Factor Authentication.

Please see support.guildwars2.com for info on Email Authentication. Here’s a direct link: https://en.support.guildwars2.com/app/answers/detail/a_id/9192/kw/authentication

TimeBomb.3427:

Gaile Gray.6028:

The Trading Post was implemented primarily to offer an efficient, broad, and safe means of trading. One of the primary benefits of using the provided system is the protection of players from scams, cheats, and abuse.

Players may elect to use other means to trade, but doing so is risky, and we are not able to offer to resolve disagreements related to private arrangements.

Since I know player to player trading is excluded for some reason that has not ever been told to us, I’ll resist from asking questions about it.

That being said, what’s the point of reporting for scamming, then?

If we can establish enough details, we will take action on the account of the scammer. We will not get in the middle of the transaction by plucking off the item and giving it back to the other person involved in the private transaction.

Again, there is a very strong and solid reason for the development of the Trading Post, and all the issues mentioned in this thread can be addressed by using it.

maxsimus.6534:

I Was Just Want Shield Skin And We Deal With 20 Gold . But He Scam Me . He Take 10 Gold First And Later Block Me …

Please use the Trading Post. It was designed expressly to protect players and prevent them from scams!

Injustice.1904:

Long story short: Selling high level weapons at wholesale price is how I make my living in this game. After trading my 200g Hammer “The Colossus” to what seemed to be a well mannered gentleman just a few minutes ago however (he was actually in a guild called Gentleman or something lol), he immideatley took the loot, switched to overflow server and blocked me…

The Trading Post was implemented primarily to offer an efficient, broad, and safe means of trading. One of the primary benefits of using the provided system is the protection of players from scams, cheats, and abuse.

Players may elect to use other means to trade, but doing so is risky, and we are not able to offer to resolve disagreements related to private arrangements.

Khisanth.2948:

scabies.3246:

lordozone.9167:

Hey staff of the Greatest game of all time!

I was just wondering, but could I transfer my account to my stepson?

the reason I ask is I have very uncontrolled type 2 diabetes and am begining to have serious issues with it. Doctors are talking about me losing my feet soon and already my vision is leaving me. I might be good for a day or two, but I have other times where my vision is so bad due to my sugars I just cant see much of anything.

I was just wondering when I do lose my vision permanently,m can I give him my account?

thanks

I also have the same health issue. Can I transfer my account to someone else?

;) No, I’m just kidding. See how a transfer can be abused though? Selling accounts is a big no-no.

I’m sorry you have an illness and it must suck, but you can’t transfer accounts to people. It would be no different than selling your account. It would be cool if we could, but no. I am sorry.

I did some digging on this website and found this: https://www.guildwars2.com/en/legal/guild-wars-2-content-terms-of-use/

Q: Can I resell, give away, or trade my Guild Wars or Guild Wars 2 account? Can I sell items on my account for real-world money or trade them for items in another game?
A: No. For further information, please see the Guild Wars User Agreement and Guild Wars 2 User Agreement.

Just, don’t tell anyone if you do it.

P.S. Go to a famous art museum and look at some pictures while you still have the chance. You won’t regret it.

On the other hand from https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/

“However, You may allow access to an Account to any family member who is living in Your household.”

I also am sorry to hear about your health issues, Lordozone, and I think the above reference may cover the situation nicely.

The response from the Support Team was accurate. We do not access player accounts (except in extraordinary circumstances and for specific reasons, which do not cover the area of your request).

We’re sorry that you mis-sent the mail but there isn’t a mean to correct this for you.

cubed.2853:

MikeLewis.7496:

For the moment we do not have a user interface for editing your “remembered” network locations. As a result, please be very cautious when selecting to allow new locations from the emails (or, in the near future, from the mobile authenticator login screen).

So this was a month ago. Will we get the possibility to remove such networks? I mean I do not want to edit them, I just want to reset/remove them. Please, that one button cannot be that much work for you… That option make all you security measures somehow useless… And I guess that many hacked accounts were only possbile to hack through this remember network function.

And in addition you dont let me change my eMail… I’m not very happy about all this…

Yes, you will be able to remove the networks in the future. Keep in mind the authenticator is still in beta testing. More features will be added as we get closer to final.

If you need to change your log-in name (your email address) on your account, please go ahead and contact Support — they’ll help you.

Arlana.5423:

What if the authorized network is not of that range but has still appeared out of the blue?

Sorry about a bit of an off-topic question, but is it possible that is a glitch as well?

Also, will there ever be an option to just delete an authorized network from our list on our own?

No, I’m writing only about the one range. Anything outside the range is not a glitch, but does indicate you need to look into a possible security breach attempt. (Sorry I couldn’t put your mind more at ease!)

Sometimes these situations require you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They should be able to assist you or to walk you through a process that allows you to address this yourself.

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

Sorry, there is no way to separate the items from the game account.

Updated Saturday through Tuesday, 8 – 11 December

121125-000517 Resolved
121129-001122 Resolved
121129-001267 Resolved
121205-000057 Resolved
121205-000371 Resolved
121206-000694 Resolved
121129-001416 Resolved — I responded in the ticket
121114-001555 Will be answered today.
121121-001496 I followed up on this today.
121113-000074 I followed up on this today. It as reopened, with our apologies for the delay!
121128-000546 I followed up on this today. A senior agent will review today.
121130-000541 I followed up on this today. This is in the proper queue for review.
121206-001670 I followed up on this today. This is in the proper queue for review.
121211-002330, 121211-002403 I followed up on this today.
121206-002191 Account released (after accidental refund). You may purchase a new code and rejoin the game
121205-000117 Fraudulent code. Please contact your seller to get a refund. If you acquire a new, legitimate code you may apply it to your account.
121207-002331 Ownership dispute. Closed and refunded. Cannot be reopened.
121128-000026 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
121202-002098 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
121204-002421 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.

Notes:

• Many awaiting review are flagged either for botting, RMT/gold selling, or fraud. These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

• Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessarry. 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.

If you are in the most recent update list, please do not post again immediately asking for assistance. Allow at least another 24 hours for things to progress before you ask for another review.

Updated Saturday through Tuesday, 8 – 11 December

121125-000517 Resolved
121129-001122 Resolved
121129-001267 Resolved
121205-000057 Resolved
121205-000371 Resolved
121206-000694 Resolved
121129-001416 Resolved — I responded in the ticket
121114-001555 Will be answered today.
121121-001496 I followed up on this today.
121113-000074 I followed up on this today. It as reopened, with our apologies for the delay!
121128-000546 I followed up on this today. A senior agent will review today.
121130-000541 I followed up on this today. This is in the proper queue for review.
121206-001670 I followed up on this today. This is in the proper queue for review.
121211-002330, 121211-002403 I followed up on this today.
121206-002191 Account released (after accidental refund). You may purchase a new code and rejoin the game
121205-000117 Fraudulent code. Please contact your seller to get a refund. If you acquire a new, legitimate ecode you may apply it to your account.
121207-002331 Ownership dispute. Closed and refunded. Cannot be reopened.
121128-000026 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
121202-002098 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
121204-002421 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.

I hope I didn’t come across as cranky. Or if I did, that it was clear I was only mildly cranky. I just hate to have unanswered PMs! (Many of you guys who send notes are just fine, I just feel bad when I get the “Please help me” on top of the forum post on top of the ticket.

Please report these issues to Support — as I note most of you are doing — and update your ticket to discuss the issue with them.

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.

You have submitted a ticket to ask about this, and that’s good. There’s really no point in posting at this time; the team will answer you as quickly as possible.

The forums are designed for follow-ups (after three days in the specific thread) and for general questions of an account nature. But we specifically do not encourage a “submit-and-immediately-post” culture.

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.

tronik.9065:

Gaile: No. “The credit card information you entered was invalid. Please try again.”
Same card. (actually, happens with ANY card I try now.)

I think having two tickets — one from you, one from your friend — has caused quite a bit of confusion. Let me look into this further.

Thank you for your patience!

This is resolved as of about 10 minutes ago.

According to Security, we will be able to extend this functionality in the future, but do not have a timeframe for when that option will roll out.

As always, take care with any authorizations, and we’ll expand features as we are able to do so.

To be clear, the glitch did not authorize random networks but only the one mentioned in the thread. Other network authorizations are another issue and should be pursued with Support.

Dragonsbane.1562:

I purchased the game for my daughter on Black Friday however I put the wrong e-mail address(by one letter) and forgot to write the code down. My daughter has since created the e-mail (thank goodness it wasn’t taken yet) and I am curious if anything can be done to resend the code to the same e-mail so that she and I can start running together through Tyria. Thank you in advance for your assistance.

The team can help you out, but you’ll need to send them a ticket. support.guildwars2.com and then “Ask a Question.” Good luck.

Kevin Collins.2098:

I understand that the promotion is for new accounts.

On the buy.guildwars.com website there doesn’t seem to be a method of upgrading an existing account to the more expensive version. I can only see where I could purchase a new (second) account.

Are account upgrades possible? I’d pay $20 to upgrade my current Digital to Digital Deluxe.

I’m so sorry, for some reason I believed that the item was available on the “buy” site. My error! As pointed out above, you can purchase the upgrade through the use of gems, acquired in the game or through a purchase in the Gem Store.

Thanks for the inquiry (and for your extra support of our game) !

TheDragon.2576:

Gaile Gray.6028:

Please see the buy.guildwars2.com site. Be aware that the special upgrade promotion is offered only with the purchase of a new account.

If I upgrade my account to Deluxe using the Gem Store will I receive ALL items included in the current promotion (this means the Wizzard’s Hat too!)?

Sorry, no.

Here’s what I learned (confirmed by others in this thread):

You can purchase the game using Paypal for your friend as usual. Once your friend goes to register the account, they can do so using their own email address.

In other words, when you purchase the account, you will be given a serial code. Do not use the serial code, but send it to your friend and let him or her use the code to register for a Guild Wars 2 account.

Thanks for being so generous, and for supporting our game with your gifts!!

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!

TimeBomb.3427:

Question:

If someone’s account gets compromised on January 10th and the latest restore point is January 5th, but they legitimately purchased gems, i.e. sent money to ArenaNet, on January 8th, then will those gems be restored, or at least the money spent on those gems be refunded?

The gems will be addressed, yes. We have those records, and that purchase can be accommodated in the restoration.

Azure.8412:

I am at a loss. Ever since i was hacked, i gave up and moved on to my alternate character when my account was hacked. Now, when i leveled that character 25 times and earned a reasonable amount of gold, this account restoration comes. Just asking, why can’t ArenaNet just rollback one specific character?

It is not technically possible to roll back one character. It’s an “all account” situation, as that is how the data is stored.

snowdeano.2967:

fair enough that all I needed to hear thank you for getting back to me.

You’re welcome. I wish we could help more, but it’s proved to be ineffective, time consuming, and generally unproductive to get involved in these issues. Best for the guild to sort it out privately.

Please read the FAQ for answers to many questions posed in this thread.

• Yes, restoration is only for confirmed, qualifying compromised accounts.
• Yes, restoration is offered once per account, but we will review each request in the event that an exception could be made.
• No, we do not summarily ban accounts and never look at them again. We always are willing to review an individual player’s situation. (Keep in mind, at some point the review process ends with a final decision that should be respected.)
• The word “restoration” means a roll-back to a saved state, to a “snapshot” of the account on a previous date. The word “reinstatement” applies to those who may have been terminated in error. Players can submit an appeal and their account closure will be reviewed. Such accounts would not be eligible (or even need) restoration unless they provably were also compromised.

And once again, if you wish to discuss your individual situation with a CS Agent, contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Please read above. There is nothing to worry about with this! While we will amend the list, no one can access your account, and this particular IP range is fine. (Don’t take that as any range is fine, but this — WA , US ( 66.162.136.20 ) 66.162.136.0 – 66.162.136.255 — is… us!)

A few people have asked about which physical authenticator would be likely to work with Guild Wars 2. According to our Security Team, any configurable RFC 6238 device should be compatible.

We cannot provide technical support for physical authenticators, but I hope this info is helpful to you.

This is not an account issue, nor is it a matter in which our CS Team would get involved. We call these “guild political issues” and these are considered pretty much personal and private. It’s aggravating that one person is doing this, I know. But it would be impractical for our team to try to research such matters, learn who is the “guilty party,” take action that, surely, will be protested by others, etc., etc.

That is why we have a “hands off” attitude about guild leadership and other internal guild issues, aside from reportable problems such as harassment, offensive chat, etc.

I’ll see what I can find out about this.

Please see the buy.guildwars2.com site. Be aware that the special upgrade promotion is offered only with the purchase of a new account.

~ magically moved to the TS Forum ~

This is a personal note, and I’m sorry to make a post about this, but it’s time:

I have more than 400 PMs in my in-box. Some are great, and entirely appropriate. Some are there because (very rarely) I ask for information that is best sent by PM. I thank you for those.

But the vast majority of the PMs are from people who should be posting their issue, request, or question in the forums. Or from someone who posts and then PMs me to ask for special care. Please do not PM me to request a ticket review, nor to ask me to expedite your ticket, your brother’s ticket, your friend’s ticket, or your sister-in-law’s dog-sitter’s parking attendant’s ticket.

I spend as much time as possible on the forums, and I do my best to help everyone. A friendly note is more than welcome. But I cannot justify handling account issues via PM — they need to be in the forums themselves (without personal information, of course) and almost always, before they are posted here, they need to be sent to and resolved by the Customer Service Team.

Thank you for understanding!

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

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

I am really sorry, but we are not able to replace that item.

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.

Parvati.5780:

Gaile Gray.6028:

Update: This whole situation was a glitch in our system, and there was no account intrusion whatsoever. No one has accessed your account from that IP address.

That’s good to know. Will this entry get removed from our authorized network list then?

Yes. We are removing that IP, clearing up the list, and you can be assured there is no way that anyone will access your account.

Update: This whole situation was a glitch in our system, and there was no account intrusion whatsoever. No one has accessed your account from that IP address.

Traldera.5120:

Although I understand the reason behind it, I suggest you slightly revise this once per account policy. GW2 is no doubt designed to be a long term product, with paid for expansions extending the lifetime of an account for many years. Whilst getting hacked twice in a relatively short period of time is unlikely, if is possible that it may happen more than once over long periods of time, particularly if there is a spike in player activity. Such an occurrence would make the accounts very attractive to hackers, much like they were at launch.
For this reason I seriously urge you to consider changing the policy to a once per term policy, such as once per year or 18 months. If not horror stories could emerge down the line and damage the public view of ArenaNet.

We will not revise the overall general policy, and certainly not at this time: the first day of the service.

We will review each case individually and make the best decision possible in that case.