Guild Wars 2

Nebilim.5127:

I believe the one in a lifetime rollback was put to prevent some stuff

Let’s say a guy that hacked/stolen/exploited hundreds of gold/another person’s account. He will send that gold to someone, then he will contact support and claim to be hacked. Effectively doubling his income. Anet said that sometimes hackers have enough proof to offer that they are the original account owner.

I’m seeing gold sellers offering 5000 gold, i can’t imagine how bad this would be to the economy if anet made rollbacks to everyone like candy.

Thank you for understanding. There are several other reasons, but that one is definitely a concern.

As I mentioned, we will review and discuss exceptional situations with each player as they arise. It is, after all, our goal to help as many players as possible while maintaining solid business practices and looking at the overall good of the game, as well.

Boomstin.3460:

Lonami.2987:

This is great; but wait, only one restoration per account? :S

This part seems a bit unreasonable , might be something you would should reconsider. Because lightning does hit in the same place twice. Unlikely but possible.

edit. Apart from that issue everthing else sounds great.

Quam.7218:

I’m really glad that You made something like this – good job! But kitten why only once per lifetime ?

gotdamned.5318:

Will there be exceptions?

What if someone got hacked, changes everything and nothing happens.
Until 3 years later, then he get hacked again, would there be a restoration?

Also, if someone got hacked the first time and changes everything, but get “hacked” a second time (e.g. ‘friend’ watches him while typing the password or even uses the open game as an opportunity)

I can understand that there has to be a limit, but wouldn’t a 1-time-a-year-and-at-maximum-3-times be better?

Every situation is reviewed on a case-by-case basis. We will address such “edge case” issues individually, and make the best determination possible in each of them.

Swystix.7459:

Where would I look for a response to my ticket, in game mail, email or my support account?

Email and/or your support account. The support account is the best source — it’s a little more complete than email.

That is most peculiar, and we definitely want to get him settled!

Because he ultimately will own the account, I suggest that he 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.

However, because you purchased the account, there may be some concern about the validity of that purchase, why don’t you get me that 12-digit incident/ticket number so I can flag this with support? I am not at all sure why the error message would reference behavior, so that’s another bit of mystery here.

We are looking into this, and thanks for the report!

Lonami.2987:

This is great; but wait, only one restoration per account? :S

Yes. Our goal is to help innocent victims of account hacks, but to also move conservatively in the process. We offer advice in tickets and in our Knowledge Base and Blog articles about account security, so it’s unlikely that someone will fall victim to a hacking incident more than once.

Rising Dusk.2408:

Congratulations! This is an exciting step forward for players who suffer incidents like this.

Thanks! We are extremely pleased to introduce this tool, which will enable us to help even more players. I’d call this a Red Letter Day for our team!

Please read this post for information about account restorations. Then be sure to read the details FAQ so you know the requirements to qualify for the service.

We’re pleased to tell you that we are launching our Account Restoration Tool (ART) today. With that tool, we will be able to restore qualifying accounts that were compromised on or after December 1, 2012.

Read more about the service in our Account Restoration FAQ.

Spanish Account Restoration FAQ
French Account Restoration FAQ
German Account Restoration FAQ

The fraud prevention system can be difficult, and I’m sorry you and your brother are having this issue. I just really believe we can make this purchase go through, so 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.

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.

GatesOfLife.6137:

Hi, i just bought my GW2 yesterday 09 Dec 2012. But i haven’t received any free in-game items at all? Is the promotion over?

Did you purchase from buy.guildwars2.com? If so, have you checked your in-game mail? The in-game items are sent via the mail system (use the little envelope Icon in the upper left of your interface). If the answer to both is “yes,” and you still do not have your items, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. If you purchase from another source, the promotion is exclusive to the buy website.

I understand your concerns, and I agree that our communications on the delicate issue of “fraud” as opposed to true fraud need improvement. There are many levels at which at transaction can be stopped, but I feel that when we are the ones stopping the completion of a transaction — as opposed to a CC company, a bank, etc. — we should use different messaging to communicate with our players.

I will share your thoughts with the team.

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.

Twosteps.5374:

…and then saw the free Digital Deluxe upgrade (which I assume is only valid for games bought directly from the website)…

So I guess I’m SOL and don’t get the free upgrade? : )

If the box is sealed, the store may accept its return, but I’m not familiar with return policies for various retailers.

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.

Gretl.3156:

Guys quick question about posting a ticket.
I’ve been sending an in-game ‘report a bug’ ticket named ‘Missing Karka Chest’. Will that do the thing or I should have used the other support link to get my account reviewed? The ticket has been sent on sunday night so I hope it was the right way to report my problem.

This is not a bug, and using the in-game system will not function properly. 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.

Burch.5732:

Anet wrongly terminated my account for 6 days and I did not get to play the event; I did not do anything wrong and after review I receive my account back . No chest for me – this is what the e-mail for Anet said:
“Hello,

Thank you for taking the time to contact the Guild Wars Support Team. We’re very sorry for any inconvenience caused by being unable to log into the game during the Lost Shores event. Unfortunately, we will be unable to offer you compensation for the time missed and unable to distribute the chest rewards to you. This was only something offered for players who experienced the disconnection issue while in the process of doing the event. As your account was not a part of the event, we will not be distributing the Lost Shores rewards to you.

If you have any other questions or concerns, please be sure to let us know!

Regards,

(deleted name) – Guild Wars Support Team

I truly believe I should receive a chest since I would have been playing all 3 days had Anet not made the error calling me a bot or what ever.

What say you Gail?

Should I file another ticket?

I’d like to review the ticket. Can you provide the 12-digit Incident or Ticket number? Thank you.

Michael.4791:

The account is your’s and it is your’s to decide about how it it used.

The account is bound by a User Agreement that each of us accepts before playing. Saying you can do anything you desire with you account is far, far from true. You cannot bot. You cannot sell gold. You cannot harass other players. You cannot resell the account. And, yes, you cannot share accounts (except in extremely limited circumstances outlined in the UA.)

I know what you’re saying, Michael, but really, all accounts are bound by the User Agreement, not to mention the Rules of Conduct, the Content Terms of Use, the Naming Policy…

A few players noted a new authorized network — somewhere in the range of 66.162.136.255 — on their authorized network list.

Don’t worry. Please read below for more information.

As they say, “Your mileage may vary” but I know a lot of players who connect from Israel and they say their gameplay experience is just fine. Most commonly they connect to the EU data center, because it’s closer to Israel, but some play on a US server with few issues. It’s really more a factor of your ISP and your system.

Guys, I’ve been working to help players for a long, long time. (12 years with ArenaNet alone.) And I’ve seen some situations that just blew my socks off, that I never would have expected, where family members get into huge tussles over ownership of a game account, or when couples, even married couples, write us to appeal for a resolution to a shared account situation.

I’m not trying to scare you — I’m telling you the truth. I wouldn’t share my account with my husband, my best friend, or Mother Theresa.

I suggest you contact Support directly for help. Use the “Ask a Question” tab to submit a ticket.

Ashe.9074:

Thanks for the reply Gaile, was just wondering if anyone was looking into the tickets we sent, guess I just gotta wait and see

Yep, each and every ticket will be reviewed and answered, you bet!

If you have searched the Knowledge Base, at support.guildwars2.com, and you find that the articles there do not help you, please feel free to submit a ticket and one of our support agents will give you a hand.

This is for new accounts.

Don’t forget, those who purchased previously had other opportunities: Beta access, Head-start access, digital items, the post-trial offer, event participation, etc. With each promotion there are different incentives.

As the Smooth Penguin and Carbine have pointed out, our discussions are at an end. Your issue is fraud. Someone used a fraudulent credit card to purchase the game. We were never paid for the code, and we are in no way obligated to allow you to play on account that has not been properly purchased. Nor will any court, in any country, require us to provide you with a free game.

We are not willing to release the account to you, even if you add a new legitimate code. That was made clear in the communications from Support.

As you were told, this matter is closed.

Log into your account, uncheck the “save this password” box, and log out. When you log in again, the password should not be in the saved field.

If that is not the case, please let me know.

If you asked for a refund your account would be permanently closed. There is a lot of cost involved in the refund process, and we cannot sustain someone going through that process more than once, so refunded accounts are no longer usable.

If you want to use your serial code, please start a new account.

In any debate about names, about “Should that or should that not be flagged” I remind folks that we have players from all around the world: different cultures, languages, ages, genders. And that means that we take care in name situation, particularly because players see names without choice — they are not filtered by an individual’s settings (unlike language in chat).

We don’t react immediately on a name report (unless it’s obviously bad) but instead review to see if it truly needs to be blocked. I think we’re pretty lenient and yet respectful of our community and of keeping the game pleasant for everyone.

That is absolutely fine! As long as you have separate accounts, you’re welcome to have more than one person play on the same computer — happens all the time.

Thanks for introducing your brother to the game; I’m sure he’ll love it.

I would suggest you have him read this serious of facts to see if that helps him add his serial code to the existing account.

He may, of course, submit a ticket to support for further assistance.

Thanks for introducing your friend to our game!

Yes, you may delete it. And thank you for reporting those mails!

Xillllix.3485:

No, I either bought it a few minutes before that link became active or I got mislead and just bought it normally from the GW2 website.

I’ve opened a support ticket.

Could I have your 12-digit ticket number? I think we may be able to help, but not knowing the specific details, I’d like to read the ticket to learn more. Thanks.

Long Answer: I would strongly, strongly recommend against it. Shared accounts are a major cause of game issues, particularly since those who share usually make the credentials known to the other party. I’ve seen many sad cases of accounts that we were required to close because they went into ownership dispute. I’ve also seen The Evil Little Brother Syndrome™ where someone with access to a shared account strips the items and sells them.

Short answer: Account sharing is prohibited by the User Agreement. (And you can probably see why, now.)

Thank you for submitting a ticket — that’s exactly the thing to do and a team member will help you as soon as possible.

Just poking into the thread to remind you that it will be a few days until you get a response, but we will carefully review each ticket (one ticket per player, please ) and an agent will get back to you this week. (When I say “this week” I don’t necessarily mean “by the end of the week” but I do want to give the team members time to address the tickets and would not want someone expect an immediate reply on Monday morning.)

Thanks, once again, for your continued patience.

Guys, you should be aware that we are accepting tickets, and not every chest has been distributed. I see some down-heartedness here, and while some of you simply may not qualify, some will.

So feel free to submit a ticket and outline your situations, and then please give the team time — a few days, if you please — to review your situation and get a decision back to you.

This thread combines a few posts about the free upgrade being offered on guildwars2.com and through buy.guildwars2.com. In short, the promotion is for our site only, and the free upgrade is not tied to any purchase from one of our partners, or from a retail store.

As we’ve said, the ability for the team to restore or “roll back” a qualifying account is coming very soon. The limitations are definitely being addressed. There will be more information on this real soon. (And I’m sorry for what happened with your friend’s account.)

I’m afraid there isn’t a perfect answer. As players have suggested, trying during different times may be effective. Asking your other friends to move to a less-populated server would be good, although I appreciate that’s not necessarily convenient.

Situations like this generally sort out in a day or two, so I imagine you’ll find you’re able to get together soon.

We do a thorough review before action is taken, and those who submit false accusations are subject to suspensions, so I think you’re ok.

Yumiko Ishida.3769:

Still no chest its nearly 2 PM. I hear from others they never got further in the event than setting foot in south sun for the first time as I did and they got a kittening chest? Where is mine?

Please read my post above for instructions. Posting here really will not get you closer to the resolution — following the instructions above will.

Hawkmoon.5849:

That’s interesting… my ticket has been in considerably longer (since shortly before the first script was announced) and I still haven’t received one.

Lucky you :p

I’ll keep waiting, I suppose.

Leo.6817:

Submitted a ticket some hours ago about not receiving chest, attended the event but had plethora of issues to deal with, majorly d/cing and being put on different overflows, thus not being able to get at the chest after fighting the karka twice.

Hope to get an answer soon. Still nothing.

As I mentioned just above, “These tickets will be sent to a special queue for a review. Please allow a few days for this review. From what I’ve observed on the forums, there are a few “edge cases” that will require a pretty significant amount of research, so your patience would be appreciated.”

Thanks for understanding.

We’ll look into that for you.

Meix.3710:

Thank you very, very much for your response, Gaile! I’ll go do that, I just did not want to trouble you guys if nothing could be done.

Hey there, Meix. I wanted to make sure you knew that we’re going to need to ask for your patience on this, and it’ll be a few more days before you get a response to the ticket. These individual issues will be handled as soon as possible, but with last night’s distribution and now the weekend we’re going to start reviewing on Monday.

Thanks for understanding.

Info on the distribution here. We will help those who qualified who did not receive a chest will be assisted through Support tickets, although I believe at this point that number will be pretty small.

Thanks for your patience!

As everyone can see in this thread, the second distribution was made in the wee hours of the morning and many who were missing chests got them today. And yes, a few folks who earned a chest may not have gotten one yet, but we’ll take care of that. More info here (and my apologies for such a long post there).

Kayge.1382:

…still nothing. This was round 2. Will there be a round 3 distribution?

We will take care of individual issues via tickets. I’ve posted a huge thread over here. Basically, wait a few more hours and if you still don’t have a chest, and you earned one, go ahead and contact Support.

Hawkmoon.5849:

Desova.5821:

I put in a support ticket last night at 23h (CET – France), and received the chest when I logged in this morning at around 10h. I suggest that anyone who hasn’t received the compensation yet and actually attended the event send in support tickets, it seems to speed up the process somewhat.

That’s interesting… my ticket has been in considerably longer (since shortly before the first script was announced) and I still haven’t received one.

Lucky you :p

I’ll keep waiting, I suppose.

Yes, please do keep waiting. The tickets for this situation were put into a special queue to await the distribution, because it is likely that many of those who wrote will have received a chest with the last two major distributions. If you will read up one post, you’ll see my comments about submitting a ticket and an explanation that each will be answered, but may take a few days.

Thanks for your continued patience.