Guild Wars 2

The script has completed running and we everyone whom we believe qualified for the chest has received one. Thank you again for your patience during this distribution.

I honestly do not know the requirements to receive a chest. I may be able to find that out on Monday, but in truth, I think the best I can tell you is that the script was designed to be generous in consideration of a player’s involvement in the event. I am pretty sure, from what I’m reading now, that you not need to kill the boss to get a chest. I believe that you did not need to be in the final event (but that’s sort of speculation on my part, based on player comments and I could be wrong). Again, and as you can see from people who got a chest, the distribution was on the generous side of things.

Having said that, we are aware that a few qualified players still may not get their chests, due to the way the script is constructed.

The number of players who qualify for a chest but did not receive one at this point should be very small. If you participated in the Lost Shores event and never received a chest – either during the event or though this week’s distributions — please follow these steps:

• Empty your mailbox (to make room for the in-game mail)
• Wait a couple of hours to allow things to shift around within the mail system. (It may not be necessary to wait if the box is empty, but I’m making the suggestion because I’ve seen it work for others.)
• If you do not have a transmittal email after, say, Noon Pacific (3:00 PM EST; 8:00 GMT; 9:00 PM CET) today, please submit a ticket to Support with the subject line “Missing Karka Chest.” Don’t worry, you don’t need to send that ticket immediately, just when it’s convenient. (I put the time to allow the dust to settle and to see if a few more chests shift into people’s mailboxes.)

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.

Just posted on the other thread, and wanted you to be aware as well:

We are currently running a script to distribute the chest to additional qualifying players. It will take a while — some hours, I think — so please allow time for it to complete and for those cute, furry little mail carriers to reach your individual mailboxes with your loot.

This means that one person may have gotten a chest an hour ago, but yours may not arrive for some hours to come. Such is the nature of scripts. So hold on and, as THHGTTG says, if you don’t have the chest yet, “DON’T PANIC!”

We are currently running a script to distribute the chest to additional qualifying players. It will take a while — some hours, I think — so please allow time for it to complete and for those cute, furry little mail carriers to reach your individual mailboxes with your loot.

This means that one person may have gotten a chest an hour ago, but yours may not arrive for some hours to come. Such is the nature of scripts. So hold on and, as THHGTTG says, if you don’t have the chest yet, “DON’T PANIC!”

The concept of “one time events” is controversial, and the development team is taking all your comments and input into consideration. Nothing is written in stone. What we do one time does not necessarily drive what we do the next time.

For example, you’ll find that the disclosures for Wintersday are much more informative and detailed than they were for Halloween. Why? Because you players told us that you wanted to know a bit more. Keep the interest, but don’t make it too hard to know what’s coming, in short. And the devs listened.

I don’t know how future events will go — that’s not my area of the game or the company. But I did want you to know that all your feedback — good, bad, and indifferent — is respected by the development team and many things that come along are a direct result of courteously expressed and well-thought player input.

Pedra.4381:

From my limited perspective, it very much seems that ArenaNet’s first priority was to ensure the “naughty” did not get rewarded (naughty meaning those who didn’t attempt to participate in their very flawed event). If true that is indeed unfortunate. Their priority should have been to ensure the deserving were rewarded and if that meant a few naughty got undeserved rewards then so be it.

From anecdotal evidence it would appear that their first priority was not entirely successful as there are quite a few people saying they didn’t even log in but they got a chest. And from there it really went sideways as it also seems very many who had already received a chest (or more than one) were sent yet another.

For the life of me, I can’t see how this ever gets straight because their priority was never where it should have been (and doesn’t appear to be there still).

And with all due respect, I think you are exactly 180 from the truth of the matter. The event offered a reward. With issues that folks had, the team is trying to give the reward to everyone who participated, even — as you’ve seen — not fully or not to the end of the event. I’d say that the team is doing more to reach out to more players, not trying to put up some sort of silly barrier.

We can agree to disagree, but your thinking just isn’t at all accurate. That will be even more clear when you seen the sheer volume of people who get the reward with the distributions made.

Lyenyo.2891:

CHEST

Community
Harassing
Every
Support
Team

Ok, I lol’d. I really do understand why people are “hot under the collar” about the issue, and the team really is doing all it can to make this right. In the grand scheme of things, I guess some would say this is just a tiny thing. But right now, and fully understandably, it looms large, and we’ll do our best to get it addressed as fully and correctly as possible.

RedBaron.6058:

samrogan.9132:

I read it again and I understand what you meant now. However, yes I do still have doubts. A 20% drop rate for precursors would be insane, I’m pretty sure it would just break the game. Even the unique skins at Halloween had a much much lower drop rate than that an they weren’t worth nearly as much. I suppose I don’t have any logical evidence to dispute this other than the fact that it just makes no sense for it to be that high.

samrogan,

Some of the guys playing with me got 2 percursors from the event chest…

Wow, then they had really good luck. Those are very rare drops, so I’m pretty impressed. Maybe they should pick up a lotto ticket, huh?

Hey guys,

Here’s an update: We have verified the source of the issue — or at least the source in the vast majority of cases — and the good news is that we will be making a distribution (most likely later this evening ) that should address this issue for a lot of people, if not all.

I think that people who get the mail will post here, so you guys will know when it has happened, but if I am able to do so I will post later as well.

After this distribution, if you still have an issue and have not received the chest that you earned, you may submit a support ticket. I’d like to ask that you not submit tickets asking for a second chest because someone else got one. If you got the chest that you earned, that’s good and we’re sorry for the confusion, the delays in distribution, and for the errors. We’re sincerely sorry, and our team members are doing their level best to make this right for as many players as possible!

Elatus.7091:

I also hope gaile that you do see it from a players perspective having people that got the chest that didnt attend any of the events but were simply online seems very unfair for players that tried to participate in the event and got dc’d or couldnt even log in.

Oh gosh yes, I do see that very clearly! I only wish there was a way to make everyone happy!

Creating a merged thread so folks with concerns about their inability to change servers can post and we can get an view of the situation in a single thread.

CrashTestAuto.9108:

But those who participated in the event get two (at least).

No, not everyone who participated was mailed a chest. It wasn’t that simple. The chests were mailed — with some admitted errors — to those who participated and who we believe had not received a chest.

Yep, errors were made. But nope, not everyone who was there got a second chest.

XyFy.7082:

We are not saying that people that got Chest + One in mail another one just balance it. Surely your script must have log and just go trough and see who got it… send the rest one.
But yeah I don’t even care for it anymore, just these last two days were wierd, and I guess some people got rich by mistake

That’s what we tried to do, yes. Unfortunately, it seems it wasn’t possible to accurately ascertain who got a chest and who did not so some got another one.

The Rover.1206:

Gaile Gray.6028:

• Not everyone who got a chest in the event got a second chest later. Some did, yes, and they may keep the chest or — better still! — pay it forward by sharing with someone else. But most who got the chests didn’t get a second one.

Gaile,

I’ve known you for years (GW1 Ascalon gatherings, good days) and I am honestly so disappointed at your approach on this. Despite your commendable effort in soothing the community, this has to go on a “how not to do customer care” manual somewhere.

You are basically saying that so many people will wrongfully get an extra chest while others (and I don’t mean the ones with disconnecting issues, who have to yell to get what it’s due) will finish the event empty handed.

Every other MMO company has seen itself in this situation and has done the right thing. Please, please, please stop alienating your fan base and do the right thing too.

Thanks,
A player who has been hooked to GW since 2004 beta weekends.

I do see your point but, really, what do you suggest? That everyone who got one chest get a second? Interesting idea, but did you read my post above? Honestly, how does that work? What about the guy who looted three bosses and got a chest. Do we send everyone three more to balance him? The person who couldn’t join — and I’m very sympathetic with that! — does he get one for trying? Two because someone else got two? Or… more?

Player “Fred” joined the event, put in many hours, finished the event, and looted the boss. He got a chest. He did not get a second chest, but he got what he earned, so that seems ok.

Player “Mary” did all the same, but somehow, through an error, she was mailed a second chest. What’s the best remedy? Give everyone else a second chest? But for some, that would be their first chest, so they’d need two, I guess, and for some, that would be three more than they already got, and…

Well, the head just spins.

I think you guys are reading more heat into my words than I intend. I really want to explain and to help with this situation, and I hope you’ll understand I’m trying very hard to explain how difficult it would be to balance this even while understanding that you would like everything to be corrected. But with connection issues, with some players successfully looting, others unable to do so for one reason or another, and then the (admitted) errors in distribution, I’m just not at all sure what is truly fair for all players. Because there are so many different players involved: participants, out of timezone people, disconnected players, players unable to join a server, non-participants, recipients of multiple rewards…

Please bear with us, and do understand we are doing our level best to come to the best resolution, even if that may not be the resolution that you, personally, would desire. In the greater picture, I believe the resolution that the devs will choose will be the most fair resolution possible.

waxeffigy.3927:

Gaile Gray.6028:

At this point, again, this does not impact you and your account and if, somewhere and for reasons we cannot ascertain, someone gets a chest without attendance at the event, then, well, I suggest you just let it go.

Sorry Gaile, this is beginning to seem like a dog pile but the quoted bit manages to be awful and insulting at the same time.

As people have asked, what are the parameters to determine who “earned” their chest? What of the login server not letting people log in to the event?

That’s a fair question, but if someone didn’t log in (and I’m assuming you mean for the full 72 hours?) how would we know? I honestly cannot say if there is an “attempted log-in” record, and at what point does that “earn” a chest? As I said, I’m not in a position to make these decisions, but I’m also unsure how other players would feel — “He never logged in and he got a chest? I attended all weekend and I get the same? This is unfair.” (And I don’t know that I disagree, but I see your point, too!)

Elatus.7091:

Actually clarifying what these parameters are would probably put alot of the community at rest and i can’t see a negative to simply telling us

That is not my decision to make. I will ask the team members involved in the distribution if they’re comfortable providing this level of information. Please understand that it’s later in the day here at the studio and even if they do give me the details and their ok to post, I may not be able to do that for a while.

CrashTestAuto.9108:

Gaile, I’m sorry, I realise you must be very tired and frustrated at this stage, but I think that last response was unfair.

““Please just give everyone a chest, even if they haven’t logged in since August.”
No. That would be wrong.”

Many posters at this stage have expressed in detail exactly why they think this would not be wrong. It is hardly a ridiculous request, and it at least deserves an explanation, or at least some kind of apology to fans in difficult timezones.

Yes, it would be wrong to give everyone a chest, because some people attended the event, participated, did their level best to kill the boss, etc. We’re being more than lenient, but giving a chest to everyone — even if they never logged in the whole weekend — would be seen as a way to diminish the time that those who participated put into the event. We’re being generous in giving chests, but giving to non-participants would be seen as unfair by a large number of our players.

Dante.1508:

Hi gail I did not attend the Event (at the time it happened) but did receive a mail.

I attended the First days event and the second day the event chains were broken all day for me, the third day i attended the event many hours after it had been completed (because of my timezone is AUS) i missed the actual third event as i was working..although i did login to the event that day.

Sadly i hope i get to keep my mail contents even though i missed the Actual event?

I think you will get a chest. I cannot say for certain, though, so please wait for the remedy.

Kuzzi.2198:

I’m not sure why the suggestion that has already been brought up, which says to patch things up by simply giving a chest to everyone who has not received one in the mail yet, is getting shut down. From an unbiased viewpoint, I see that as the only fair solution.

I appreciate that you’re trying to help, and thanks for the ideas. I can tell you why it won’t work, and you can see that in this very thread:

• But they got one and I attended. Give me two.
• But you accidentally gave my friend a chest and he already looted, where I was disconnected and couldn’t loot. Give me another.
• I wasn’t able to join because I was cleaning my mother’s basement.

Ok, I’m joking about the third one. But honestly, we’re seeing all sorts of ideas, and believe me, every one of them has been considered and the only fair system has been developed and will continue to be refined until it addresses the issue for everyone as fairly as possible.

Will it be even-Steven? I guess not, with the errors made. Will it be ok? Yes, I think it will, if people will realize that there is no easy and complete solution that addresses every single possible aspect of this, and that, in the end, those who earned the chest will get one.

Ok, at this point I’m shaking my head wondering if you recent posters are even reading what I’m writing. Perhaps the fact the ridiculous posts were removed doesn’t make it clear. Let me try again:

“Please just give everyone a chest, even if they haven’t logged in since August.”

No. That would be wrong.

“Please give me 3 chests because I read on the Internetz that someone got 3 and I will think you don’t love me if you don’t give me the same number.”

No. That also would be wrong.

Some people were accidentally sent a second chest. That does not impact you and that should not cause you distress. If you earned a chest and you get a chest, that’s good. Otherwise, what do you suggest: We give every 10 chests? But what about the guy who already had one? He has 11! Oh wait, we need to give everyone 1 more chest. But that gal over there had one from looting and one from mail, so now we need to give…

Do you see? It’s not doable! It’s not reasonable! It’s not a good expenditure of dev resources to look at 2 million accounts and try to “balance” this.

The answer is: If you earned a chest, you should be given one. And that is what the team is trying to do for you, even as I write. Please be patient and please, please be reasonable.

Lastly, we’ve looked into the “I didn’t attend the event” people, as we’ve been able, and maybe they forgot the attended, maybe they don’t know the parameters, but we haven’t found the proverbial “My computer wasn’t turned on the entire event, my account was not accessed, and I still got a chest.” At this point, again, this does not impact you and your account and if, somewhere and for reasons we cannot ascertain, someone gets a chest without attendance at the event, then, well, I suggest you just let it go.

bazutti.8042:

Gaile,

Just adding to this for you incase it helps. The other day (last Tuesday I believe) I purchased this game. I first tried to purchase it via your website. It failed numerous times. I called my CC provider and they assured me my account wasn’t flagged, etc. We verified the information a few times and still there was no success. I then tried PayPal as an option, and that also was rejected.

This is the sole credit card that I own, and it is not a debit card. Transactions from earlier that day with other vendors worked fine. I did contact support about it. I then purchased a copy from Amazon just fine and updated support that while they don’t need to follow up with me, there was, indeed, some type of issue with your payment system in obtaining my money via credit card and PayPal. Also, I am from the US, so it couldn’t have been an international issue. Just giving a heads up incase it helps this case at all.

Great, detailed info. Thank you for sharing — I will pass this along.

First, if you’ve been submitting a ticket a day, you’re flooding the system and may never get answered. Please close out ALL the extra tickets and update your first one to ask for help.

Once you have done that, post your 12-digit incident number from the first ticket and one of us will look into this for you.

I don’t think an email will fade away if it contains anything.

Fenris.8091:

Gaile Gray.6028:

Let’s see what happens, knowing that individual who continue to have issues can, of course, submit a support ticket to discuss their individual situation. I think those numbers will be very low, btw.

I’ll go submit a support ticket. Thank you for your help (not being sarcastic)

Why? We have not made any changes to correct the issue, so please submit only after the fix is in place and only if your situation has not been resolved.

In response to recent suggestions:

• No, if someone gets a second chest it’s a mistake and not an indication that somehow they are “more valued.” We’re not going to get into a teeter-totter of “give this, give that” to try to even it out beyond what someone earned.
• No, we’re not going to give a chest to every Guild Wars 2 player.

Kindly realize that negative, unhelpful, demanding, and whine-filled posts are not welcome, are not of value, and have been and will be deleted, not because we’re trying to pretend there isn’t a issue, but because we’re working to correct the issue. Off-topic posts with ill-thought demands just do not help!

We made an error. A lot of upset people have managed to control themselves, to post helpfully, and to wait with much-appreciated patience for us to correct our error. Thank you to those (many) of you who have shown your good will. We will do our best to get this corrected ASAP. And please remember, if there are individual issues after we’ve made a more broad-based remedy — and we’ll let you know about that — we’ll help you individually through a support ticket. (If you submitted a ticket and get your chest, kindly go into the ticket and close it out so agents can focus on continuing issues.)

Thanks for understanding.

Update: Friday, 7 December

121128-000227 Agent requested more information today; please update the ticket.
121203-002022 I followed up on this today
121130-000261 I followed up on this today
121127-001774 I followed up on this today
121129-000444 RMT — Final Response: Will not be reinstated. Please do not post again or submit other tickets.
121129-002291 This appears to involve a charge-back; your friend should continue to discuss with Support
121128-001054 Under review
121128-001490 Under review
121204–000127 Under review as a potential fraud issue

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: Friday, 7 December

121128-000227 Agent requested more information today; please update the ticket.
121203-002022 I followed up on this today
121130-000261 I followed up on this today
121127-001774 I followed up on this today
121129-000444 RMT — will not be reinstated. Please do not post again or submit other tickets.
121129-002291 This appears to involve a charge-back; your friend should continue to discuss with Support
121128-001054 Under review
121128-001490 Under review
121204–000127 Under review as a potential fraud issue

mapokl.3167:

I have dynamic IP that change every 2-3 days. I don’t want to authorise it every time i log in to forum and game, so i check remember this ip box.

So is there a way to disable previously enabled ips as there are not correct anymore, or simply only the last “remember this IP” is saved?

The authentication system is still in beta. More features will be added in the future, perhaps ones that perform the functionality you have requested.

samrogan.9132:

What I’m curious about is the coding used to decide who qualifies to receive a chest. It seems that some people who got multiple chests during the event are getting another and so are people who weren’t logged in at all. Seemingly this would mean that everyone will get another chest. Is this the case? I won’t complain either way but it would be nice to know what the situation is. This code doesn’t seems to only be awarding player who participated yet got disconnected.

It is not the case that people who received a chest through looting, and a second chest through the mailed distribution, will receive a third chest with a subsequent distribution. Might happen for a few, I won’t speak in absolutes. But for the most part, the next distribution will address those who did not get a chest.

Let’s see how it sorts out, knowing that players who have continued issues — if any — can contact Support for assistance.

Seksil.6513:

so when they figure this out and fix the distribution problem…… all that means is the people who got chest in mail will get another chest in mail and most of the same people who didnt will be out of luck again. fun fun

Oh goodness! That is not what will happen at all.

Let’s see what happens, knowing that individual who continue to have issues can, of course, submit a support ticket to discuss their individual situation. I think those numbers will be very low, btw.

Manasa Devi.7958:

Gaile, yesterday you told us to wait until today and submit tickets if we didn’t get a chest in the mail but feel we should.

Now, I’ve just read your post that tells us your people are still looking into the issue of people not receiving anything. Should we wait for the results of that, or file our tickets anyway so our circumstances can perhaps be taken into account as part of that investigation?

Thanks for keeping us posted.

If you already filed a ticket, that’s fine. But there is no need to file a ticket. The team is already working on a resolution, and whether there is or is not a ticket on file will not affect the future distribution.

Mr eX.3420:

Hi Gaile,

I attended the event, and looted the end chest without issue. As of last night, I have not received an ancient karka chest in the mail. I assumed this was expected, but others are saying there are people getting their second ancient karka chests in the mail. Should I expect to receive one at some point too? Not super concerned either way, just curious.

Thanks!

You will not automatically receive a second chest if you successfully looted the chest during the event. Please do not expect a second one.

Those of you posting “They’ll just sweep it under the rug” or “They won’t help us” or other concerns need to pay attention: We are investigating this issue. We will address this as fully and as completely as possible.

Please stop and read the thread before posting negative and non-contributory posts.

The Rover.1206:

Gaile Gray.6028:

• Not everyone who got a chest in the event got a second chest later. Some did, yes, and they may keep the chest or — better still! — pay it forward by sharing with someone else. But most who got the chests didn’t get a second one.

Gaile,

I’ve known you for years (GW1 Ascalon gatherings, good days) and I am honestly so disappointed at your approach on this. Despite your commendable effort in soothing the community, this has to go on a “how not to do customer care” manual somewhere.

You are basically saying that so many people will wrongfully get an extra chest while others (and I don’t mean the ones with disconnecting issues, who have to yell to get what it’s due) will finish the event empty handed.

Every other MMO company has seen itself in this situation and has done the right thing. Please, please, please stop alienating your fan base and do the right thing too.

Thanks,
A player who has been hooked to GW since 2004 beta weekends.

Nice to see you, and thanks for your support all these years.

I have to gently correct you, however. I have not said “You will be out of luck!” Please do a search of the dev tracker, or toggle my name and you’ll see I have said repeatedly that we will address this issue fairly. That doesn’t mean we’ll rely on pass-alongs, that was an idea I came up with on my own, not at all part of the solution!

Well, that’s certainly good to know. I have been so cautious I never tried to delete or even looked in the general direction of the delete key when viewing mails with items.

Just verified — thanks guys!

I’ll ask the team to take a look at these. They review this thread often, but we’ll see if they see anything unusual.

For those of you who purchased and did not seem to receive your item, I’ve found that it is sometimes helpful to remove all mails from your mailbox (claiming/retrieving all valuable items from the mails first, of course). Somehow, completely clearing the mailbox can help. Obviously that won’t solve the problem for everyone, and if you have issues, 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.

Sadly, once a mail is deleted, we can’t get you back those coins.

Thanks for this information; it is helpful.

alanis.6094:

Dances With Skulls.6054:

I have seen several posts on various sites with people claiming they got the chests and weren’t on. Google searches can be done to find them all. That’s not to say that all of the reports are accurate, I assume some are trolling. The main problem seems to exist for those of us who were trying to participate and couldn’t log in due to server error. We were not on and there is no way to prove why. It would be so easy to claim we tried and not have actually done so. In this situation we might be left in the cold.

Tell them to post here, then Anet would have their user ID to investigate.

But then, of course, they would likely be worried about the Devs investigating and calling them out for lying.

Be assured that no one is going to call anyone a liar. And no one is going to go onto the account and remove the unearned chest.

As I’ve said, I’m simply looking for some actual cases where a player’s account absolutely was not involved in the event in any way, shape, or form. The best ones would be where someone didn’t log onto his computer at all, so as to avoid the cases where someone, somehow got credit for being a participant in the event by being in the game.

It’s not a big deal, we can get this data, I was just mentioning it in case someone was able to provide the info and I could save some time for the folks investigating the bigger issue.

Conner.4702:

Not to say much, but it’s highly unlikely many people are going to post they didn’t attend yet got a reward mail. It’s simple statistics. Only a small portion of the playerbase posts on the forums and even a smaller portion of that will have received a mail while not having attended the event at all.

It would be faster to check the accounts that got a mail to the login records of that day.

You are correct, but I am hoping that a few people will give me this data, and I feel it does not hurt to ask it here. It’s not as if we would go onto their account and delete the chest — I just want some actual cases of this — where someone did not log into the event at any time — to help our programmers assess the situation.

Can’t hurt to ask, right?

Anakita Snakecharm.4360:

Gaile Gray.6028:

I just spoke with the Billing Team lead, and she explained to me that although you were using a debit card, you were using it as a credit card because we don’t have the technology to accept a PIN, etc. Therefore, the situation that prompted the rejection of the purchase was related to the use as a CC, and you were not charged.

Gaile, could I get a clarification on this? I’m not the original poster, but it seemed silly to start a new thread for the same thing.

Is this never allowed, or is the problem only when the debit card isn’t issued with the logo of a major credit card?

The reason I ask is, I do almost all my online shopping with a debit card issued through one of the major credit card companies. The card is specifically designed to be processed as a credit card when needed, and in fact my banking rep recommended that I key it in as credit whenever possible even for in-person transactions to avoid point of sale debit fees. This has never been an issue with any major retailer (the card is my default credit card for Barnes & Noble, etc.)

Does ANet have different policies than most retailers about the use of credit/debit cards, or should I assume that if it works everywhere else it’ll work with GW also? Just wanted to make sure before it becomes an issue. Thanks!

Debit cards are fine, as long as they function properly as a credit card. Now, I am not a debit card user, but I think some do double-duty as CCs, and some do not. If the debit card will function as a CC, and as long as other fraud-related flags are not raised, the purchase should work just fine.

It appears you have acquired a code that is invalid for your region, but if you already have a game serial code, I’m not sure what sort of code this would be. I suggestion 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.

HxTheDash.2385:

This number 121129-002291 ??

Yes, that is the correct number, and I see that you posted in the Tickets for Review thread, so I’ll let you know the answer in that thread.

You may discuss this request if you 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.

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.

The only way to acquire those is to purchase a boxed copy of the game.

The team would not block you because you asked a question, they would do so if the account appeared to be in jeopardy of getting hacked, or if it appeared to have been compromised.

Please continue to discuss with Support in your ticket.

I saw this on the Tickets for Review thread. No need to post here as well. I’m looking into the matter based on your post in the review thread.

Yes, the team who helps you with a support issue will want your log-in name, that is, the email address associated with your game account.

The way to get this resolved in through your ticket, so thank you for submitting that. Submitting a ticket and posting here is not necessary unless the ticket has gone three days without a response. 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.

First, those of you newly posting — please read up, look for the red ArenaNet tag, and you’ll be updated on what we’re saying. No worries — we are on the case.

Also, random comments:

• No one is pushing this under the rug, Wintersday or no Wintersday. We’ll work on this until we can resolve it.
• I don’t know that we’ll have this resolved today, or even in a few days, but I have confidence that any issues will be resolved as soon as possible. Remember, there’s an issue (in that not everyone who qualified got a chest). The first order of business needs to be finding that issue and resolving it, so that we know why some of you didn’t get your chests.
• Not everyone who got a chest in the event got a second chest later. Some did, yes, and they may keep the chest or — better still! — pay it forward by sharing with someone else. But most who got the chests didn’t get a second one.
• Admittedly, the “you did not qualify” response does not apply to everyone, although it does apply to some players. We’ve stopped sending that, to avoid confusion.

Elatus.7091:

So now that it’s been pretty much proven that ALOT of people have been mailed the chest that did NOT attend the final event and are able to keep the chests dosent this cause problems with the entire community?

Is that proven? I don’t really see that many people saying “I didn’t attend and I got a chest.” In fact, I’m trying to find people who, for instance, didn’t log in all weekend, and positively did not attend the event at all, but who actually got a chest. Haven’t found but one, and I’m looking into that.

There’s no denying that some people got a second chest without needing it. And there’s no denying that some people who earned the chest didn’t get one. I’m just not seeing the “I didn’t attend and got a chest in my mailbox” comments.