Guild Wars 2

Please use “botting” and thanks for the reports!

You may need to clear your mailbox to receive the item. If that doesn’t do the trick, 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 think your suggestions have a lot of value, Atommaster, and I will share them with the team.

Thanks for sharing, and I’m glad you’re back in the game!

hobbes.6178:

After numerous tickets I finally find this thread. Anyways here is the problem I encountered.

I purchase a heavy Dredge Breastplate of the AForge for my Warrior from the Sorrow’s Embrace dungeon merchant for 330 tokens of the moletariate. Shortly after purchasing the breastplate I equipped it and drooled because it looks so awesome. I disconnected shortly after, which is fine it happens, but when I came back online my BP was gone and my chest slot was naked. I searched my entire bags, moused over every item, checked my bank, even checked my alts just in case. No breastplate. On top of that, my tokens were gone as well.

So now I am sitting here missing 330 tokens of the moletariate AND no breastplate to show for it. I really hope you don’t tell me you can’t do anything because this game is honestly holding my interest by a thread (WvW only stays fun for so long). I really hope you can help me out.

While I would like to help you, this is not an account issue. It happened on your account, sure, but it’s not related to inability to access the game, a compromise incident, etc. 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.

Kurama.1257:

Gaile Gray.6028:

teaspoon.1357:

So let me see if I’ve got this down. My entire guild, and basically everyone else I’ve seen, gets a second, third, sixth chest, but I do not. What kind of college trainees code for Anet anyways? Everything that happens reeks of amateur failure.

After almost 1,100 hours played (as a ranger, please kill me now) this is the last straw. I can’t do it anymore. Done with the game after this weekend, which sadly is the weekend I’ll be getting a legendary.

Flame on, idiot fanboys. I no longer care.

You’re getting lengendary, and on a Ranger, without doubt the best profession in the game. (Yes, I’m serious!)

Don’t give up now. We’ll get this sorted and I really think you’ll continue to enjoy the game, especially with Wintersday coming and more cool things in the future.

And no, I’m not paid to post this stuff. Yeah, sure, I post, but this one is coming from the heart.

You honestly reckon ranger is the best? blushes oh stop you , hopefully I get a leaf of kudzu precursor for my ranger in my reward then wink wink :p

I am not saying “most powerful” or “most balanced” or “most likely to win in a snowball fight.” But I love, Love, LOVE the Ranger, and when I hear “Legendary” from a Ranger, well, my heart expands just a bit.

Freedom Bound.6210:

Gaile Gray.6028:

on a Ranger, without doubt the best profession in the game.

Have you started a GW2 bow collection?

Not yet. But I will.

And I have gotten totally off-topic and I do apologize. I know better, and I should be ashamed of myself and it shall not happen again. * wink, wink *

Auron.9812:

Gaile Gray can i just ask a question, which if answered could really make me and many others relax.

The question is : If I (we) have attended the final event, played it for many hours, and crashed at the end of it ( in my case i died , tried do rez trough a wp but infinite loading and then could’nt log in back), am i qualified to get the chest?

I am not asking " Can i have a chest", cause i may be a liar, i may already have got 10 of them, everything you want.

I just ask if actually playing the event count for get the chest, doesn’t matter if today, tomorrow or if in 1 month.
I just ask to know if you value that for giving the chest and we can count that things will be fixed up.

Please.

Simply, with what you have outlined, yes you will.

I just sent over a bunch of names. We have several people looking at this from various angles. Be assured we are on the case. It’s Friday, nearly mid-day, and I can’t make you any sort of promise that we’ll get this sorted today. But please, please know we are actively reviewing this, and I truly believe that those of you who qualify will get your chests!

Thanks, once again, for your patience.

teaspoon.1357:

So let me see if I’ve got this down. My entire guild, and basically everyone else I’ve seen, gets a second, third, sixth chest, but I do not. What kind of college trainees code for Anet anyways? Everything that happens reeks of amateur failure.

After almost 1,100 hours played (as a ranger, please kill me now) this is the last straw. I can’t do it anymore. Done with the game after this weekend, which sadly is the weekend I’ll be getting a legendary.

Flame on, idiot fanboys. I no longer care.

You’re getting lengendary, and on a Ranger, without doubt the best profession in the game. (Yes, I’m serious!)

Don’t give up now. We’ll get this sorted and I really think you’ll continue to enjoy the game, especially with Wintersday coming and more cool things in the future.

And no, I’m not paid to post this stuff. Yeah, sure, I post, but this one is coming from the heart.

Ok, I checked with Security, and these situations appear to be a simple misunderstanding of how the authenticator works.

When you log into an IP (or an IP range — a cluster of nearby IP addresses) you will receive a message asking you to verify that IP as “accepted.” This is commonly called “whitelisting” the IP.

If you log into an IP or IP range in the future, you will not get a message because you’re already said “This IP is ok — allow my account to be accessed from this IP.”

In the future, we will allow you to always require approval of an IP, even if it’s you logging in for the fourth time in a day from the same computer at the same location. That will be your choice, and many people recommend that you do choose that option once it becomes available.

But right now, in beta form, the authenticator “whitelists” the IPs you approve and then does not ask you to approve them again.

Tavvar.1960:

Gaile, I got a chest even though I did not participate in the final event. I was in Southsun Cove earlier in the weekend and logged in just after the Ancient Karka event ended. After some hesitation I opened it, assuming it was for being in the zone earlier in the weekend (or having gotten my account into Southsun when the even was officially still going on) and just not having the time to participate and/or for responding to the questionnaire that was sent out after the event.

Were any of these reasons to get the chest and if not what should I do with the items i got from it? destroy them?

Good report, and very appreciated. Please do not destroy the chest — you’re ok to keep it,. And again, this info is helpful in investigating the issue.

Anakita Snakecharm.4360:

ETA: I realized after I posted this that the devs are already aware of the mailbox capacity issue.

I discovered something last night that I think may be of help in tracking down the issue.

I logged in and saw that I didn’t have the chest, and my mailbox was not full – I was only at 50% of capacity. I figured since I had my mail open anyway, I might as well clear out some messages I didn’t need to keep.

When I started clearing out the messages, more messages instantly appeared to replace them (at a one-to-one ratio, so not just a coincidence) even though my box wasn’t reading as full in the first place. One of those replacement messages was the karka reward.

Is it possible that the problem might involve the script perceiving the recipient mailbox as full even if it isn’t? Because I’m fairly sure that happened with my account, so it may have happened to others. Just a thought.

Very valuable information, Anakita — thank you for posting this!

Random Weirdness.6750:

Gaile Gray.6028:

Kurama.1257:

I feel the same way, most we can do is hope we atleast get something and if not keep complaining. I just can’t believe people who hadn’t logged on for days are getting them, that’s a real kick in the face.

I can’t believe that, either, Kurama — in fact I do not believe it. Talking to the people involved in the creation of the script, I just don’t see how an account that wasn’t even logged in — at all! — could get a chest. I would like to hear from someone who was in that situation, who flat out states, “I did not log into the game during the entire event, and yet I got a chest.”

• We have plenty of reports of people who got a chest who earned it.
• We have a few reports of people who got a second chest. (No, to answer the question, do not expect a second chest if you got one — those who got a second got it in error, but we’re not going to take it away, nor are we giving out “second” to everyone.)
• I don’t know of anyone who flat-out did not earn the chest who got one. I’d love to hear from that person!

Thanks for your patience as we look into this whole situation.

I know I’m doing the “I know someone….” thing, but I know for a solid fact that my boyfriend did not log in at all during the event… actually none of the phases. He slept through the whole entire weekend event stuff :p But he did end up receiving a chest yesterday (I still haven’t).
And the reason why I know he wasn’t logged in is because my steam will pop up a message anytime he logs in (it automatically logs him in when he starts up his computer), and I didn’t see the “so and so is now online” pop up in game. I swear I don’t stalk him
Oh, and I also was discussing this stuff with him yesterday as well

Wow, this is good information. Can you PM me his display name? (Don’t worry, we won’t take away the chest, but if you’re positive he did not attend, it would be good research to see why he received a chest! Thanks.)

Rajani Isa.6294:

Conner.4702:

Furthermore I already stated this, but never NEVER ever do something like this during the off hours, but do it during business hours so you can jump on any problems immediately. This is just another major F-up by you guys.

Wow. You’ll go far rolleyes

The script was run during business hours (Based off the posts, sometime between 11am-12pm Pacific time). It apparently took longer than they estimated, however, and ran late.

Not sure of the surprise “Lock you out of the website and game” maintenance was related or not.

The maintenance was unrelated, you’re correct.

Niim.9260:

Gaile Gray.6028:

121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.

Please reading what I am typing to you. I emailed forums@arena.net, they are the ones that pushed it to the support system, not me.

I repeat I did not open a ticket, they did after I emailed them. Please advise who I should be contacting as contacting forums@arena.net got me where I am now.

I have read what you wrote, and I do understand that you have a ticket in the system. But this is the Account Issues forum, and you’re not writing about an issue with an account. This thread is designed solely for following up on account issues. Please continue your discussion in your support tickets.

I’ll check into this. I know once an IP is accepted, the authenticator won’t ask you for another approval, and going to a friend’s house may call into the same IP. However, it’s worth asking about, so I will!

If you purchased a box copy, you should find the code in the box. If you purchased a digital copy, you should be able to retrieve the code from your purchase confirmation email.

As you can imagine, we’re not going to be able to provide someone with the serial code on an account, since that would be giving them information that must be keep confidential for security reasons.

Jaggedrain.6923:

Gaile Gray.6028:

Guys,

We are looking into this matter. We initially believed that anyone who earned a chest surely would receive one, and that is why the email refers to clearing the mailbox. We believed yesterday that the list was complete and all earned chests were distributed. However, we have noted continued questions about the matter and we are not discounting that there may be an issue. The team will get to the bottom of it and I’ll update you when we know more.

P.S. The “copy paste” complaints are sorta silly. When we have a distribution of thousands, if not tens of thousands of items, it makes sense to develop solid messaging to send those whose who contact us, no? While you might feel that each answer should be individually hand-crafted for you, I make no apologies for a well-written, clear, and concise “form letter” when it serves the purpose. Better than than having a dozen messages written just enough differently that players wonder “Does that mean what that other thing said, or is it somewhat different? Is that guy going to get something I don’t get?” So please forgive the “form letter” but please try to understand the absolute value of sending that form of response in specific cases. That’s value for us, for you, for greater justi… I mean for greater clarity!

Thanks for the clarification, Gaile.

Hopefully this will all be sorted out quickly, and I will not have to keep running back to my pc every five minutes to see what is going on.

P.S. Your point regarding the copy-paste answers is well-made and true. I apologize for kittening about it here and elsewhere, as I had not considered the sheer volume of support requests (or screaming hysterics, depending on your point of view) that are sure to be cluttering Support’s inboxes.

Wow, another positive post, and I’m frankly really surprised. People hate “form letters,” and I do, too. But being on the other side, I know how important it is for us to get you information that you need, and I’d rather “form letter it” than have you get confusing info, or have a response miss some of the details you need, etc. Our agents are great at responding, and I trust they’d get it right, but for large-scale issues, honestly, a “form letter” is better for everyone, because it gives you as much information as possible as clearly as possible. (Well, “clearly” if I’m doing a good job writing it up. )

Rising Dusk.2408:

Yeah! Gaile is the support mastermind, she just interfaces with the public while the developers scurry in the background to figure out what’s going on. They’re definitely involved, guys, don’t worry about that fact. I didn’t get my chest, and while I think I deserve one considering the criteria Gaile has described, I’m not all that worried. I’m sure it’ll get sorted out, and if not, there will hopefully be more super-awesome-epic chests in the future for me to try my hand at earning.

I appreciate the ANet teams’ effort in trying to reward people who suffered disconnects and the like during this event. I think that’s just swell and really commendable; most companies would say it was your fault and to deal with it. This sort of dedication to fairness is part of what separates ANet from the crowd.

Oh man. This is a day-brightener, and thank you for posting this.

I know people are upset. And I understand why, I really do.

We’ll get it sorted!

Kurama.1257:

I feel the same way, most we can do is hope we atleast get something and if not keep complaining. I just can’t believe people who hadn’t logged on for days are getting them, that’s a real kick in the face.

I can’t believe that, either, Kurama — in fact I do not believe it. Talking to the people involved in the creation of the script, I just don’t see how an account that wasn’t even logged in — at all! — could get a chest. I would like to hear from someone who was in that situation, who flat out states, “I did not log into the game during the entire event, and yet I got a chest.”

• We have plenty of reports of people who got a chest who earned it.
• We know of players who did not receive the chest, and we’re working on that.
• We have a few reports of people who got a second chest. (No, to answer the question, do not expect a second chest if you got one — those who got a second got it in error, but we’re not going to take it away, nor are we giving out “second helpings” to everyone. )
• I don’t know of anyone who flat-out did not earn the chest who got one. I’d love to hear from that person!

Thanks for your patience as we look into this whole situation.

CrashTestAuto.9108:

Gaile Gray, just to be clear as this doesn’t seem to have gone through to the devs. Any script that applies to people who logged on to the event will only make matters worse at this stage. There is a huge portion of the community (i.e. Australia, and people with jobs and other commitments) who were unable to attend, and are angry about that. Many would have attended, and did log on to whatever parts of the Lost Shores they could. This is only adding insult to injury.

Thank you to ANet for trying to fix this, but please take this into consideration for the next fix.

Just so you know, the devs created, reviewed, and implemented the script.

And yes, I do understand your comments about “one time” events. I have a lot of GW and GW2 friends in your part of the world, and I think of you every event, because I know the timezone differences can make attendance challenging. Thanks for your positive comments and suggestions.

Wow, I know you want your chests, and I agree – if you qualified, you should get them. But please keep the posts positive and stop the aggressive attacks. I shouldn’t have to flag posts for flaming and attacks five minutes after I’ve given a few detailed responses. Let’s keep it helpful, contributing, and friendly!

What more can I say to those who post in all caps, post flames, or demand an immediate answer? There is no immediate answer, that we can give, because the issue is still being investigated.

Are we saying you’re wrong? Definitely not!
Are we doing our best to investigate and find out what happened? Yes!
Will every single one of you who posts get a chest? I don’t know yet, but if you participated and if you earned it, you should get it, and we acknowledge that fact.

Please allow us the time to investigate this issue.

I wanted to add a note: I don’t see how it is possible — given the coding for the distribution — that someone who did not log into the event at all would have received a chest in yesterday’s distribution. Maybe they forgot they logged in, but the way the distribution was configured persuades me that they did attend and that it why they received the chest.

Let’s be sure we don’t get into “I know a guy who…” discussions, but keep the topic ON topic and relevant to the discussion. If there is an issue, we’ll fix it!

Guys,

We are looking into this matter. We initially believed that anyone who earned a chest surely would receive one, and that is why the email refers to clearing the mailbox. We believed yesterday that the list was complete and all earned chests were distributed. However, we have noted continued questions about the matter and we are not discounting that there may be an issue. The team will get to the bottom of it and I’ll update you when we know more.

P.S. The “copy paste” complaints are sorta silly. When we have a distribution of thousands, if not tens of thousands of items, it makes sense to develop solid messaging to send those whose who contact us, no? While you might feel that each answer should be individually hand-crafted for you, I make no apologies for a well-written, clear, and concise “form letter” when it serves the purpose. Better than than having a dozen messages written just enough differently that players wonder “Does that mean what that other thing said, or is it somewhat different? Is that guy going to get something I don’t get?” So please forgive the “form letter” but please try to understand the absolute value of sending that form of response in specific cases. That’s value for us, for you, for greater justi… I mean for greater clarity!

Several threads have popped up about the Karka Chests and their distribution.

Please post in this thread if you have question, concerns, etc.

Thanks so much for your kind words! They mean a lot to all of us.

121201-000285 Resolved
121201-000356 Resolved
121122-000273 I followed on up this one today.
121126-002531 I followed on up this one today.
121203-001887 I followed on up this one today.
121120-002708 Fraudulent code; account released; add a new, valid code to rejoin the game
121128-002636 Fraudulent code; account released; add a new, valid code to rejoin the game
121201-000566 Fraudulent code; account released; add a new, valid code to rejoin the game
121124-000721 Fraudulent code; should seek a refund from the unauthorized seller.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121204-001670 This is an infraction issue (offensive name) and not an account issue. Please wait for an agent to respond
121129-001122 Under review
121130-000261 Under review
121202-000123 Under review
121204-000130 Under review
121128-001928 Under review; Black Friday pricing will not be available if you are able to add a new code.
121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.
121201-000663, 121203-001221 These are not account issues. Please post in the appropriate forum.

Notes:

• Many awaiting review are flagged either for “gold selling” or for “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.

121201-000285 Resolved
121201-000356 Resolved
121122-000273 I followed on up this one today.
121126-002531 I followed on up this one today.
121203-001887 I followed on up this one today.
121120-002708 Fraudulent code; account released; add a new, valid code to rejoin the game
121128-002636 Fraudulent code; account released; add a new, valid code to rejoin the game
121201-000566 Fraudulent code; account released; add a new, valid code to rejoin the game
121124-000721 Fraudulent code; should seek a refund from the unauthorized seller.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121204-001670 This is an infraction issue (offensive name) and not an account issue. Please wait for an agent to respond
121129-001122 Under review
121130-000261 Under review
121202-000123 Under review
121204-000130 Under review
121128-001928 Under review; Black Friday pricing will not be available if you are able to add a new code.
121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.
121201-000663, 121203-001221 These are not account issues. Please post in the appropriate forum.

Edit: See above. I don’t believe that it’s necessary to submit a ticket.

But please be sure your mailbox on your account is empty so you can receive the chest. In a few cases, it might be queued up but unable to slip into the box because it’s full.

The script has been run, but I suggest you wait until tomorrow before contact Support, in the event you qualified for a chest but did not receive one.

Thanks for your patience with all this.

I agree, and I was just telling a fellow team member that fact: To ensure receipt of missing mails, it’s best to clear the entire mailbox. (Be sure to remove any items from the mails before deleting the mails, of course. )

We are very sorry that guild banks are not part of the restoration system, but as pointed out in this thread, there is a great deal of complexity in restoring an individual account, and restoring a guild bank is many, many times more complex.

To do a restoration properly, while protecting the game economy and impacts every single players, we would need to investigate every single account that had access to the guild bank to see what happened before, during, and after the event. To do otherwise could have major negative impacts on the game economy, if players could “hide the gold” and then ask for a roll-back of the whole guild bank.

Consider that guild banks potentially hold a lot of combined wealth, and that confirms that the impact on everyone who plays the game, over time, could be considerable.

It’s possible that sometime in the future we will be able to restore guild banks, just as we very soon will be able to restore individual accounts. We would like to do this, but we know that if we initiate that service, we must do that sensibly and accurately, for the good of the game.

Edit: I had originally suggested that those who did not receive a chest should submit a support ticket, but at this point I do not think that is necessary, because we’re researching more broadly and whatever we find out should resolve this for everyone.

You’re welcome to submit a ticket, but it is not necessary to do so. We can fix this for those involved without individual tickets.

You are welcome to keep the chest or to share it with a friend, as you desire.

Once you have registered your account, using a serial code that is tied to your physical location at the time of registration, you then can play from anywhere in the world.

You have submitted a ticket, so that’s great. Please do not submit any more tickets — they will slow the process of helping you. You will be answered as soon as the full investigation is complete.

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.

You may see an “authorization” for a day or two, but you will not see a charge on your account, and the money will not be withdrawn, because the purchase was cancelled.

This can be frustrating, I know, and it can happen for reasons that the customer doesn’t understand. What a few players have told me is that because their credit card details don’t match their current information, the CC can be rejected out of concerns that it may be fraudulent or stolen. Their workaround: They bought a boxed copy from a local store, contacted Support, and with the team’s help, added the retail code to the account and were good to go.

I’m asking about this now to be sure I give you the best info.

You ask an interesting question. There are people who through no fault of their own were unable to attend the event. I don’t mean they were at a three-day rave or were out of town at their Aunt Tilly’s house. I mean their account was blocked in error and that prevented their attendance at the Lost Shores event.

If that is the case, contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Give the details of your situation and the ticket number related to your account suspension. The team will give this a look and see if there is anything we can do about your personal situation.

Please note — if you rightfully were blocked for fraud, it would not really be appropriate to contact Support to ask for help with the chests.

Thanks, Nalora. (Love your sense of humor. )

Joote.4081:

FlamingFoxx.1305:

Joote.4081:

I think they have deleted my old GW1 account. It will not allow me to link it to GW2 or log on to my old account at Ncsoft. It has been inactive for more than a year, but they should not have deleted it after I have paid for it.
I know my details are correct, so ncsoft owe me a game.

Except that they haven’t deleted GW1 accounts due to inactivity ever to my knowledge – there are members in my GW1 guild who haven’t logged in for 2+ years and there accounts are still there.
Either you are using the wrong username/email/password or your account was deleted or banned because it got hacked…

You are correct. My apologies. It was a error on my part. I have now regained my account, but find something is wrong with the linking system. It keeps throwing up a script error.

We’ll help you with that linking problem. Just contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

The team will help you with this. Thank you for submitting a ticket.

I think there are limits on purchases, but you handled this exactly right, and the Support Team will work with you to make your purchases possible.

Oh and thanks for your extra support of our game!

I love the Guild Wars 2 Wiki! HoM section.

If this title doesn’t appear in your title section and you achieved it in GW1, Log into GW1 and then Log into the character that achieved GWAMM, log out and then back into GW2 and the title should show up.

Let us know if that does the trick!

Ursan.7846:

Just curious, why are you trying to get a refund if you’re planning to come back? The game has no subscription fee. Just your account sit there, and come back eventually when you do get your brand new computer!

Actually, Ursan, I was sort of thinking the game thing, myself.

Duda.9845:

Gaile Gray.6028:

In cases like this, we do not take your money or, alternately, once the fraud risk is found to be too high, we immediately refund the money. Reading your ticket, you were not charged. (You may have seen an “authorization” but that was not completed and the funds were not taken from your account.)

I honestly do not know what are you talking about because the second i bought the game on your legal site, the money on my debit card was taken and since then i didn’t get any refund whatsoever.

I apologize for sounding rude, but i believe you can understand how angry/disappointed I am even if it has passed only a day or two. Doesn’t matter because as I stated you didn’t give me any proof of any fraud committed and you are the first site/company that gave me such problems.

Yes, I do understand. Ok, I see you used a debit card and you bought from us. That does sound odd!

I will look into this right now.

Found this article: https://forum-en.gw2archive.eu/forum/info/news/Beta-Feature-Mobile-Two-Factor-Authentication/first#post398418 See if that helps, ok?

We will miss you.

(I hope Santa brings you a hardware upgrade and you get to stay in the game.)

Archone.7452:

I was one of the people who logged into the Karka event and crashed right before the ancient Karka boss thing died. So I never got my items. I submitted a ticket, posted here on the forums, and waited.

…Today I log in and there’s an Ancient Karka Box in my mail inbox. I open it up and find my inventory filled up with yellows and oranges. That really made my day, and I wanted to say so here, publicly, because it seems to be so rare that the GW2 devs get thanked for their efforts.

How absolutely wonderful for you to post this, and I’ll be sure the devs see your comments. We’re glad to be able to make the situation right for you, and appreciate the time that you and other players waited while we got this all aligned.

Thanks for the thoughtfulness of your post!

Did you purchase from us? If so, please see this KB article.

If you purchased from a retailer, I believe your copy would not be refundable.

You may not sell the game on the Internet, pass it along to a friend, or in any other way distribute a used account. This is strictly disallowed, and because the account will be invalid for a second player trying to sell, trade, or give it away would be fraudulent.

No, it’s not supposed to do that.

I was looking at the Authentication FAQ., and I don’t know that there’s anything there that would help you. Perhaps another player can respond here if they have overcome this “refresh” situation, but if not, I’d suggest you contact Support.