Guild Wars 2

I’m glad you have a ticket going. If there is ANY chance that your email has been breached, update your ticket to tell Support to contact you on the new address. They will be able to verify it’s you because you have access to the first account and can provide other details. If you keep the second email absolutely secure, then you can discuss password resets, etc., without worries that someone evil is reading those mails.

Smooth Penguin.5294:

Um, Gaile, should he even be posting the security link in an open forum? Couldn’t anyone just click on that, and confirm the changes?

I don’t think you can click a link in a static image, so I believe it’s ok.

I spotted three threads that may be related, so I’m merging them and asking the Technical Support Team to take a look at this. They may ask you to run utilities or to provide logs — please help them out by doing those things, and if they prefer to work with you via tickets, do submit a ticket to try to get this resolved for you.

Update: Tuesday and Wednesday, 4 -5 December

121125-002472 Resolved
121120-001710 Should be resolved today
121122-002680 Should be resolved today
121126-001549 Should be resolved today
121127-001175 Should be resolved today
121127-001248 Should be resolved today
121202-001412 Answered today.
121116-000404 Answered yesterday. Take this up with your seller; we will not provide you with the account’s serial code.
121127-001175 I followed up on this today
121128-002636 I followed up on this today
121129-001122 I followed up on this today
121201-000285 I followed up on this today
121201-000356 I followed up on this today
121201-000566 I followed up on this today
121202-001933 I followed up on this today
121128-000546 Under review
121129-000443 Under review
121130-001083 Under review
121201-002553 Under review
121202-002100 Under review
121125-000802 Account released (after accidental refund). You may purchase a new code and rejoin the game
121124-000049 Account released; add a new, valid code to rejoin the game
121128-001722 Account released; add a new, valid code to rejoin the game
121126-000302 Account released; add a new, valid code to rejoin the game
121127-000150 Account ownership is in dispute; please continue to discuss with Support.
121126-001377  Fraudulent code. He should contact the seller to get a refund and ask Support if he can add a new, legitimate code.
121102-003339 Multiple charge-backs. This account is permamently closed.
121126-001549 The credit card authorization did not pass risk reviews. You were not charged.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121130-000171 This is not an account or support issue; forum questions will be handled by the appropriate team.
121130-000631 This was refunded to the credit card holder at his/her request. (I do not know if this is your friend or someone else.)
121204-000130  This thread is for tickets that are at least three days old. Your ticket is one day old. Please allow the team time to answer you.

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 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.

Update: Saturday through Monday, 1 – 3 December

121109-002852 Resolved
121114-000212 Resolved
121117-000482 Resolved
121123-000247 Resolved
121123-001923 Resolved
121128-000094 Resolved
121128-002416 Resolved
121128-002607 Resolved
121115-001578 Resolved – thank you for updating your ticket.
121118-001530 Account released; you may add a new, valid code to rejoin the game
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-002294 Agent responded on Friday.
121102-003339 I followed up on this today
121120-001710 I followed up on this today
121122-002680 I followed up on this today
121125-002472 I followed up on this today
121126-001549 I followed up on this today
121127-001175 I followed up on this today
121128-000829 I followed up on this today
121126-002663 I followed up on this today
121128-000226 Appeal denied — blocked for botting; will not be reinstated.
121121-001210 I believe this was resolved on 11/28 in Ticket 121102-000090
121125-000802 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121128-001928 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121116-001561  The charge authorization did not pass risk reviews. You were not charged.
121128-000047 The charge authorization did not pass risk reviews. You were not charged.
121128-000072 The charge authorization did not pass risk reviews. You were not charged.
121129-001285 The charge authorization did not pass risk reviews. You were not charged.
121127-001984 The team cannot locate the account; please have your friend answer the questions in the ticket.
121130-000631 This purchase was refunded; you should discuss that with your friend.
121110-000448, 121118-001373 Under review
121118-000987 Under review
121118-002383 Under review
121122-000034 Under review
121123-001882 Under review
121124-002202 Under review
121126-000910 Under review
121126-000941 Under review
121127-000150 Under review
121127-001248 Under review
121127-002078 Under review
121127-002763  Under review
121127-002863 Under review
121128-000693 Under review
121128-001054 Under review
121129-000430 Under review
121129-000968 Under review
121203-002074 Under review
121126-000302 Under review – thank you for updating with new information today
121123-001644 Your email account has been compromised; please review suggestions from team.

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 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 list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Update: Saturday through Monday, 1 – 3 December

121109-002852 Resolved
121114-000212 Resolved
121117-000482 Resolved
121123-000247 Resolved
121123-001923 Resolved
121128-000094 Resolved
121128-002416 Resolved
121128-002607 Resolved
121115-001578 Resolved – thank you for updating your ticket.
121118-001530 Account released; you may add a new, valid code to rejoin the game
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-002294 Agent responded on Friday.
121102-003339 I followed up on this today
121120-001710 I followed up on this today
121122-002680 I followed up on this today
121125-002472 I followed up on this today
121126-001549 I followed up on this today
121127-001175 I followed up on this today
121128-000829 I followed up on this today
121126-002663 I followed up on this today
121128-000226 Appeal denied — blocked for botting; will not be reinstated.
121121-001210 I believe this was resolved on 11/28 in Ticket 121102-000090
121125-000802 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121128-001928 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121116-001561  The charge authorization did not pass risk reviews. You were not charged.
121128-000047 The charge authorization did not pass risk reviews. You were not charged.
121128-000072 The charge authorization did not pass risk reviews. You were not charged.
121129-001285 The charge authorization did not pass risk reviews. You were not charged.
121127-001984 The team cannot locate the account; please have your friend answer the questions in the ticket.
121130-000631 This purchase was refunded; you should discuss that with your friend.
121110-000448, 121118-001373 Under review
121118-000987 Under review
121118-002383 Under review
121122-000034 Under review
121123-001882 Under review
121124-002202 Under review
121126-000910 Under review
121126-000941 Under review
121127-000150 Under review
121127-001248 Under review
121127-002078 Under review
121127-002763  Under review
121127-002863 Under review
121128-000693 Under review
121128-001054 Under review
121129-000430 Under review
121129-000968 Under review
121203-002074 Under review
121126-000302 Under review – thank you for updating with new information today
121123-001644 Your email account has been compromised; please review suggestions from team.

RadPix.8905:

Can someone please look into ticket number 121123-001882, this is my husbands account, the game was purchased for him from a friend of ours for his birthday. NC flagged it as a fraudulent purchase but supposedly has since reactivated the account, but my husband no longer has his password and doesn’t remember it and didn’t write it down. Can someone please look into whether the account is active and if so can someone please email him the password or advise how to reset it. A reply in this matter would be greatly appreciated since this ticket has been open since the 23rd. This is the same issue as referenced in ticket 121123-001923

We’ll be happy to help, but your husband needs to update his ticket to get assistance. Thanks!

I believe you will find that this issue has been addressed and you’re good to go.

Apoq.6152:

Hi,

I currently had an uncomfortable experience with some players in Fotm.

Long story short; their strategy didnt work 5 times, we tried mine and it worked from the spot – they kept argueing and one insisted that this would work everytime but bcs of me -for whatever reason- it didnt…

At the end of the run I could only read smth about “you […] bad player […] noob […]” before I got kicked. So this one player wrote a long text to insult me and kicked me instantly with his guild mates and I couldnt even read it properly -.-" . Chatlog was gone (thats why I cant remember much except those keywords above) and now I was wondering:

Is it safe to report someone for insulting when I can not provide a chatlog?

Bcs there is a nice red text when you want to report someone, telling you that your account can get suspended for false reports and that those reports are reviewed by GMs on the basis of the chatlog.
I would like to have an answer before I have to explain the account support that the chatlog which proves that someone insulted me disappeared bcs for some unknown reason the whole teamchat gets erased when u leave or get kicked from the party.

Thx in advance

We have detailed game logs, and if you really feel that the incident involved behavior beyond the acceptable, you may report, giving the date, time, time zone, and the game world, plus your character or log-in name and the name of the infractor so that the team can research the incident.

Yes, transfers are still free, up to one per week.

Cyrus.8261:

Gaile Gray.6028:

Stop and think: If the database had been hacked, hundreds of thousands of accounts would have been stolen. That is not what happened. Flat out not what happened. The situation has nothing to do with Lion’s Arch, or World-versus-World, or anything of that sort. These are individual cases, and we will work to help the account owners back onto their accounts.

I’m sorry but I have to disagree with your logic. If burglars had magic skeleton keys that could open any house, would you suddenly see hundreds of thousands of houses broken into? Nope, that’d just draw attention to the fact there was a hole in the system. They’d target the houses with the most loot and pick those off one by one.

Just the same, RMTs would only hack enough accounts to collect the gold they’re selling. Hacking thousands of accounts would both reveal the system flaw and hit their own customer base, when people stop playing GW2.

I’m not saying ArenaNet’s database has been hacked, just that your argument doesn’t hold water.

You forget, in your analogy there are dozens of would-be “burglers” (in our case, RMT companies) who compete with each other in a shark-like frenzy. If there were a loophole, they’d be rushing to take advantage of it to (1) make hay while the sun shines (until the loophole is corrected) and (2) to beat out their competitors.

I stand behind what I say about the volume not being consistent with a systemic issue, but I will ask Security to read this thread, as I have in the past, to make sure we’re watching for any anomalies that you’re concerned about.

YMS – I am going to have a team lead take a look at this. The fact is, there is a lot of fraud, and we need to protect the company from that. On the other hand, we definitely do not want to block legitimate players. Sometimes an error is made, and for that we apologize.

I’ll ask the agent to review this ticket: 121118-002383 and get back to you.

Dark Warmaster.8590:

My account was hacked at 10:30 this morning they hacked my email and account so today i have changed both they deleted 4 of my characters and sold all the items on my main character they also cleared my bank and resource tabs. Is there any way you can restore all my characters because i know on guild wars 1 you could.

The ART (Account Restoration Tool) will be offered soon, but it will be offered for compromise incidents moving forward, just as it was for Guild Wars. At this time we cannot roll back a hacked account.

hadriel.3719:

And we just came-

Confirm new e-mail address for your Guild Wars account

Your e-mail address has been changed. Please remember to use this new address the next time you log in to your account.

To confirm this change, please click on the link below.

[link removed]

Need help or have questions about your Guild Warsaccount? Visit our support site: http://support.guildwars2.com/.

Thanks!

-The ArenaNet Team

If you did not request this email change, please contact Support immediately.

zbrkesbr.4173:

Faith.3709:

Okay, so basically, this is the story:

I’ve been able to use E-Mail authentication fine since release of it, and never had an issue with it calling the wrong IP or the wrong city.

Now suddenly, as I try to log in for a few minutes before work, each time I try to sign in, it asks me to use E-Mail authentication.

Ok, no biggie, must’ve just reset or something.

Log in to e-mail, and suddenly, wrong city AND incorrect IP address.

“well that’s not me. I should try one more time to make sure this is me. If it isn’t, I should change my password!”

So I go and exit, restart my computer, and try again. Still the same thing. The IP is incorrect, AND the city is incorrect but each time I log-in and it tells me to authenticate, the attempt is from my home (known because each time I’ve tried now I’ve gotten an email, no random ones). Why would this suddenly be happening if literally nothing has changed? No new modem, no new house, no new ISP, no new computer… And definitely not a new city.

It is normal for those e-mails to show incorrect city especially if/when your external IP gets changed (they dont show your location but address of ISP they were registered to). If you are not sure if new IP is yours or not, visit http://ping.eu and compare your current IP with one you get in authorization email.

Excellent suggestion! Some time ago, a player in the UK showed me his “IP tracking,” and he was allegedly logging in from four hundred miles away, and in a span that covered three countries! (England, Scotland, Wales)

This was a phenomenon of his ISP, and the access points all were legitimately his. I hasten to add, your mileage may vary, and it’s better to be safe and decline suspicious-looking log-in requests than to accept them with the assumption that they’re coming from the correct source. I’m just pointing this out to say that there can be variances that are perfectly legitimate. If you have questions, you could contact your ISP to get some details of what would be normal for their services in relation to IP addresses.

Gilosean.3805:

Your ISP might have changed something. Or you might be getting hacked. I suggest sending a ticket into ANet support

Yes, end of the day, this is the best thing to do when you’re concerned about a possible compromise or with the effectiveness of your authentication system.

ArcticPanzerWolf.7692:

Similar situation for me as well. Check your e-mail to see if anyone requested a change to your login credentials. I was able to get my account restored by submitting a ticket, and can access the character screen, but when attempting to get a character into the game, I get a message that another client is accessing the game with my account.

By the way, I have not logged in for two days now and somehow my mesmer went from level 6 to 42 as of this afternoon. Like me, your account has likely been hacked. Under the account management/security option, I show another IP address as logged into my account for 36 hours now, yet I am not able to disconnect them.

I have changed the password as well as set up and verified e-mail authentication, yet the hacker is still in my account. I have submitted a ticket, yet no help from ANet on this specific issue.

I’ve seen several of these pop up in the last two days. I remember Rift players experiencing a similar problem where Trion insisted it was a local problem only to later find out they had a serious flaw in their authentication process.

I want to make sure I understand: Support returned access to your account, but you’re (1) not able to access the account and (2) when you attempt to log-in, you do not automatically disconnect the other person playing?

That sounds as if your email has been hacked and the hacker is reading it and getting access to the new password. I suggest you update your ticket through the interface on the Web, and that you create a new email account to discuss this with Support. I could be wrong, but this seems very much like an email compromise to me.

Best of luck!

Machlol.6285:

I cannot log in. I run the launcher and I get an error. Picture is attached to this message. I stopped playing awhile ago and I returned to play. I had to change my password, which I did, but I still can’t log in. I’m also using Windows 8 Pro 64-bit (since it is not listed in the drop down menu of support).

I need help. I can’t submit tickets for days now because the website just hangs and never processes whenever I click “submit.” (and I’ve tried different browsers). So the forums is my last resort for getting help from ArenaNet.

I will see if an agent can create a ticket for you and contact you, since you cannot submit a ticket to us.

BSMO.4560:

Toothy.8640:

Poxy Violence.3782:

So here is what happened to me just about 3 hours ago. First, I have an email and password dedicated to GW2 and nothing else. I also have the mobile authenticator enabled. I am 100% sure there are no trojons, or keyloggers on my computer. I logged on this evening and was put into a Lions Arch overflow server. I was standing at the bank when I was asked to ping my Twilight in /say, which I did. About 1 minute later I was disconnected to the character select screen, I jumped back in the game and was disconnected almost instantly. Jumped back on, disconnected again but this time a message popped up saying something along the lines of the account being used from another location. I immediately went to the account management page and tried to access my account but of course my password had been changed. I was able to reset it to a totally never before used password and log back on. In a period of maybe 3 minutes the hacker had got all my gold, t6 mats, and a good bit of my other mats. Of course when I logged back on I imagine the hacker got kicked to the character select screen and so we battled for control back and forth for a few minutes. Here is the strange part tho, once I stopped getting kicked I went to log into account management only to discover my password was changed again! Within maybe 8 minutes of me setting it to a totally unique password the hacker had changed it! This time I was unable to reset it and created a support ticket. Support was able to help me get control of the account again but I’m not at all sure that it will stay that way considering how quickly and easily it was hacked in the first place.

Most of the people who have been hacked in this thread have had it done via support tickets. If they kept changing your password like that, it sounds like your computer has been infected with a keylogger. However, it doesn’t make sense if you’re positive you had the mobile authenticator enabled, unless they used said keylogger as a proxy somehow, which would fit in with one of the posts above who said he had mobile authentication enabled and lived alone and yet his account was hacked without any other IPs accessing it.

I don’t think his pc was infected but even with full protection he got hacked !!
Why ?? The response is simple : someone can have acces to arena net ‘s database, the hacker only need to pick up wealthy people then he’ll receiving information to log into the target’s account and stole everything.

As me, Proxy Violence was in Lion arch overflow ’s server and said something on channel then be hacked !!!

There ’s obviously a failure so be carefull !! Until Arena net give us an answer players should avoid Lion Arc and WvW as much as they can, especially wealthy ones.

Stop and think: If the database had been hacked, hundreds of thousands of accounts would have been stolen. That is not what happened. Flat out not what happened. The situation has nothing to do with Lion’s Arch, or World-versus-World, or anything of that sort. These are individual cases, and we will work to help the account owners back onto their accounts.

AstraStarr.5018:

zbrkesbr.4173:

Neandramathal.9536:

My concern’s atm are:

Why does the “your email has been changed” email not have a confirmation link etc?
Why was the hacker able to login to one of my characters and access my bank while I was also logged in on a different character?

Neandramathal.9536:

Shame I can’t get mobile auth due to my phone type, but some of the players hacked are using mobile authenticator anyway. Once they change your email they can login and disable it I believe?

So the root of the problem is how are they changing the email to begin with.

Because confirmation link was sent to new e-mail address. Whoever thought it was a good idea should be fired on spot.

Agreed- I just got hacked and lost EVERYTHING except the armor I was wearing. They even deleted all my email :*(

All the correspondence from AN has been on my email address that was hacked- AND they requested my serial number- so it’s right there to see in my email responses. I changed my email password, but if it gets hacked again- they will have the whole conversation, numbers and all.

I don’t care- I don’t want to play anymore
I was just starting to really have fun and it was almost everything I’d been waiting for (I’ve been waiting for something that would take me back to my EQ days)

And now this. I’m done.

As I’ve mentioned, we really can’t be held responsible for an email hack, as much as we sympathize with the situation. If you are sure your system is clear of keyloggers and Trojans, I recommend that you create a new email account and contact Support through that account, explain what has happened, and work with them to establish that you are the account owner. There is a challenge here, I cannot deny it, when two people are able to provide the serial codes, but we have a lot of experienced agents who will work very hard to get this reset for the proper owner.

Refunds for purchases made through a retailer are tied to their particular refund policy. We cannot give a refund for a purchase made through another source. You may, of course, discuss the matter with your retailer.

I hope you’ll play a bit more before making a final decision.

Tap Skis.8240:

Gaile Gray.6028:

Tap Skis.8240:

Gaile Gray.6028:

Tap Skis.8240:

Now the game says that the character name i had before is alrdy in use + if i pm gender bender from my other characters the message simply returns to me so i guess ill have to wait for that to be fixed, since it looks like the name is still bound to me.

Ty for all the feedback and the support.

Are you names all sorted now?

no since when u said that i can change my name back to original state, the game didnt let me to use Gender Bender cuz it was taken alrdy somehow. so i had to change my name again in order to play my guardian. i’ve posted a picture that proves what i’m writing about. So my wish would be if someone from a-net could jump into my account as u did to check if my name is ok, and change it to the original state, since i couldnt do that on my own. rly sry for all the bothering.

We don’t jump onto anyone’s account. If the name was taken, I’m sorry, but it’s taken. We opened it up to use, but cannot now force someone else to rename a character in order to give you the name. You might try occasionally making a character, as the person currently using the name may delete the char or rename in the future.

no no no, when i pm the name i still pm myself so i guess the name is bound to me still, and when i wanted to change it didnt let me, so i guess you didnt unlock the name or sumtin

Ohhh, I see! Could you please update your ticket and an agent can set that right?

Bibi.6817:

Gaile Gray.6028:

Bibi.6817:

Gaile Gray.6028:

If your account has been accessed and you have access to the account, please be sure you change your password as soon as possible. Consider that your email may have been compromised (especially if you have the same password on your email as you have on your game account).

If you do not have access to your account, be sure to tell the Support Team that detail when you submit your ticket.

i have changed all the above, (ma game email and main email and passwords are all different) and the response to the ticket i sent was this

We are sorry for your breach of account, however as the account was accessed from your IP address there is nothing we can do, we are sorry for any inconvenience this has caused and trust that you understand our reasoning. Maybe a family member did this. If you have any further questions or problems please do not hesitate to contact us again

I was just going to respond with the information that I had acquired: “This account shows zero logins from unapproved IPs – not even attempts. If all the details are accurate, they were attacked by someone who has physical access to their approved/accepted machines.”

I live alone….

Very confusing, then! Let us continue to look into this for you. We have your ticket info and will discuss with you to get more info. Oh, do be sure that you share the latest info in your ticket, so we have it all in one place.

Gaile Gray.6028:

Valhalla.5620:

It has been few days now and I still can’t buy your kitten gems. What’s wrong with you and the support?

121116-002679

As the team has responded a couple of times, your purchases were declined by your bank. Therefore we are not able to fulfill your purchase requests. You might consider purchasing gem cards at a retail store and adding gems to your account in that manner. Unfortunately, it does not appear that we can accept the credit card you’ve been attempting to use.

I just checked on your ticket and I think you’re ok to go now! Thanks for your patience and understanding.

Ursan.7846:

Hello,

Recently I tried to purchase 1600 gems using my credit card, but I received this error message after I input all the information and pressed “confirm”

What’s the problem? If anyone could help me with this issue, it would be greatly appreciated!

Hey there. We’ve looked into this and we’re not seeing a general problem. Have you tried again? Did it work ok later? Thanks for any update you can give us!

Sure you can link your accounts later, but I’d want to know what’s going on and I guess personally I’d submit a ticket to get help now.

Rance.4570:

I cant log into my account for some reason. When I went to change the password it let me type in my account name, serial code and character name but after that it said error and wouldn’t let me go any farther. This is a friends account but the ticket number is 121130-002016. Thanks for any help.

You have filed a ticket and that is the proper way to get the assistance you need. The forum is not intended as a “submit ticket/make a post” form of following up on tickets. After three days, if you still need help, you can post in the Tickets for Review thread above. Until then, please allow the team time to review and respond to your ticket.

The fact is, I spoke directly with our Security Coordinator about a few issues today, including these. When the team tells you the account was only accessed from one’s own location, that’s a fact. That means it was not accessed by an RMT in China or a hacker in some other state, country, or continent. So “Couldn’t have happened” makes no sense when it did happen according to our records.

Now, if there’s absolutely solid evidence that it truly could not, in any way, have happened, that player should update her ticket and say “It could not have happened because A, B and C.” But in the last many years, the “I know it didn’t happen here” has been proved to be wrong.

Much as we hate to think it, family members, friends, neighbors, and others sometimes do get access to an account, and do end up getting the account banned or do strip off the items and sell them or move them to another account.

Our team will help you, but flat-out statements about what could and could not happen must be tempered with the factual evidence in front of us. If the account was always accessed from the same IP, then how could it be argued it was accessed from somewhere else? And of course if the intrusion comes from within one’s IP, then it cannot be a fault of authentication if an email is not sent, for the IP has already been approved.

I hope that eases your concerns about a security issue in this particular situation. We’re open to input, always, but we have a lot of evidence in front of us, and that helps form the responses that we give and the actions that we take. If a player is “hacked” from within his house, or from right next door, surely you’ll agree that’s a personal account security issue and not a game security problem.

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.

If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Syreline.7956:

I’m borrowing my friend ID to post this, i don’t know why GW2 Team suspend both game and forum account if there’s a thread that allow you to escalate ticket after 3 days for suspended/terminated/blocked ID. It’s very annoying. I also saw some people who also need to borrow friends account to get his/her ticket through.

I don’t know if this only happen to some people out there, but asking my friend everytime i need to post or update ticket is just strange enough (i never find something like this since playing MMO).

Lastly, maybe GW2 Team want us communicating our problem through support section only. But now i feel that support section only for tracking ticket status and all stuff was brought to the forum.

Acccount: BlackDiamond.8140
Ticket: 121128-000047

Please allow the team to review this. If you still need help after three days — it is only two days old now — then post in the Tickets for Review thread.

Updates for Thursday and Friday, 29 – 30 November

121116-001629 Resolved
121127-002885 Resolved
121127-000396 Resolved
121113-003712 Resolved (Thanks for confirming!)
121129-000130 Resolved. I have updated your ticket to explain the outcome.
121124-001042 Resolved. Thanks for your support!
121123-001923 Resolved; have your friend update his ticket so we can help him, as well.
121127-000150 Account ownership in dispute; the team will continue this review.
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-001210 Account released; you may add a new, valid code to rejoin the game
121121-002141 Account released; you may add a new, valid code to rejoin the game
121025-001807 Closed for fraudulent code a second time. Please continue to discuss with Support.
121121-001496  Fraudulent code. Please contact your seller to get a refund.
121127-001175 Fraudulent code. Please contact your seller to get a refund.
121121-002792 I followed up on this today.
121114-000212 I followed up on this today.
121115-001578 I followed up on this today.
121118-001530 I followed up on this today.
121118-002383 I followed up on this today.
121122-000034 I followed up on this today.
121123-000247 I followed up on this today.
121123-001644 I followed up on this today.
121126-002710 I followed up on this today.
121128-000072 Not three days old
121130-000631 Not three days old
121128-002416 Not three days old
121127-001984 Please answer the questions that Support sent you. We must establish that you own the account before we can assist you.
121116-002285, 121118-002383 Questions answered by agent
121126-001549 The account owner must discuss this with the team.
121115-002366 The charge authorization failed or did not pass risk reviews. You are not due a refund because you were not charged.
121116-001561  The charge authorization failed or did not pass risk reviews. You were not charged.
121118-001872 The charge authorization failed or did not pass risk reviews. You were not charged.
121122-001534 The charge authorization failed or did not pass risk reviews. You were not charged.
121126-000302 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000329 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000047 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000204 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000234 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000803, 121115-000847 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000395 The charge authorization failed or did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121115-001408 This has been reviewed by multiple agents; account will remain closed.
121121-002294 Ticket updated today
121118-002266 Under review
121120-001710 Under review
121121-002828 Under review
121126-002710 Under review
121127-001919 Under review

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 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 list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Updates for Thursday and Friday, 29 – 30 November

121116-001629 Resolved
121127-002885 Resolved
121127-000396 Resolved
121113-003712 Resolved (Thanks for confirming!)
121129-000130 Resolved. I have updated your ticket to explain the outcome.
121124-001042 Resolved. Thanks for your support!
121123-001923 Resolved; have your friend update his ticket so we can help him, as well.
121127-000150 Account ownership in dispute; the team will continue this review.
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-001210 Account released; you may add a new, valid code to rejoin the game
121121-002141 Account released; you may add a new, valid code to rejoin the game
121025-001807 Closed for fraudulent code a second time. Please continue to discuss with Support.
121121-001496  Fraudulent code. Please contact your seller to get a refund.
121127-001175 Fraudulent code. Please contact your seller to get a refund.
121121-002792 I followed up on this today.
121114-000212 I followed up on this today.
121115-001578 I followed up on this today.
121118-001530 I followed up on this today.
121118-002383 I followed up on this today.
121122-000034 I followed up on this today.
121123-000247 I followed up on this today.
121123-001644 I followed up on this today.
121126-002710 I followed up on this today.
121128-000072 Not three days old
121130-000631 Not three days old
121128-002416 Not three days old
121127-001984 Please answer the questions that Support sent you. We must establish that you own the account before we can assist you.
121116-002285, 121118-002383 Questions answered by agent
121126-001549 The account owner must discuss this with the team.
121115-002366 The charge authorization failed or did not pass risk reviews. You are not due a refund because you were not charged.
121116-001561  The charge authorization failed or did not pass risk reviews. You were not charged.
121118-001872 The charge authorization failed or did not pass risk reviews. You were not charged.
121122-001534 The charge authorization failed or did not pass risk reviews. You were not charged.
121126-000302 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000329 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000047 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000204 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000234 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000803, 121115-000847 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000395 The charge authorization failed or did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121115-001408 This has been reviewed by multiple agents; account will remain closed.
121121-002294 Ticket updated today
121118-002266  Under review
121120-001710 Under review
121121-002828 Under review
121126-002710 Under review
121127-001919 Under review

AndrewOrcutt.6751:

My freind has not been able to login for over three days and needs a password reset.
His ticket is Incident: [121127-001984] His username is ShinigamiYaiba and what is the status on his ticket so I can inform him?

BarackOhTrauma.5690:

My friends ticket number is 121127-001984. He has not able to login over three days and needs need a password reset. username is ShinigamiYaiba.6792. Really would appreciate the help. Thanks.

Your friend has asked for a password reset. But we cannot establish that he owns the account, and proper security procedure requires that we must know he owns the account before we give him any assistance. Please tell your friend to update his ticket and answer the questions in it.

Junior.8534:

Okay this is serious i bought the game and have not even seen what it looks like but the loading template, never had a experience like this buy a game and 2 to 3 days and no play. Was i just robbed of my money, i don’t think i’ll ever buy a downloadable game again. No ones wants to refund the money i’m so irritated right now, how you guys sell a defective download… I need answers and soon i dont think i can wait 2 to 3 days i’ll put this in my blog or go to the press or something but i want a refund ASAP.

Please contact Support and they will close the account and issue you a refund IF you purchased the game from us. If you did not, please contact your seller for a refund.

If you want me to follow up please post in the Tickets for Review thread above with the 12-digit incident number.

Tap Skis.8240:

Gaile Gray.6028:

Tap Skis.8240:

Now the game says that the character name i had before is alrdy in use + if i pm gender bender from my other characters the message simply returns to me so i guess ill have to wait for that to be fixed, since it looks like the name is still bound to me.

Ty for all the feedback and the support.

Are you names all sorted now?

no since when u said that i can change my name back to original state, the game didnt let me to use Gender Bender cuz it was taken alrdy somehow. so i had to change my name again in order to play my guardian. i’ve posted a picture that proves what i’m writing about. So my wish would be if someone from a-net could jump into my account as u did to check if my name is ok, and change it to the original state, since i couldnt do that on my own. rly sry for all the bothering.

We don’t jump onto anyone’s account. If the name was taken, I’m sorry, but it’s taken. We opened it up to use, but cannot now force someone else to rename a character in order to give you the name. You might try occasionally making a character, as the person currently using the name may delete the char or rename in the future.

I have spent a lot of time personally addressing this issue with the player in question — or perhaps discussing the same name with another individual who was intent on using the name. I understand that the name in question is a legitimate last name; that was the case with the player with whom I discussed this. However, it has become, in common usage, a name that we simply cannot allow in the game. (I invite you to check Urban Dictionary or another resources if you’re unsure why.) And in fact, the forums will not even allow the four-letter variation of the name.

The name was reported. Players do not know your intentions; they only see the name and know it to be unacceptable. Agents do not have malicious intentions in flagging a name for renaming; they’re acting in the best interests of the community as a whole.

So let’s be clear: (1) it’s wrong to bring it to the forums when the issue previously was addressed in the forums and through support tickets, and (2) the name will not be reinstated due to pressure, petition (disallowed by the rules you accept when you become a member here), or any level of righteous indignation.

Feel free to take this to whatever external medium you choose. The name will not be allowed in Guild Wars 2.

Bibi.6817:

Gaile Gray.6028:

If your account has been accessed and you have access to the account, please be sure you change your password as soon as possible. Consider that your email may have been compromised (especially if you have the same password on your email as you have on your game account).

If you do not have access to your account, be sure to tell the Support Team that detail when you submit your ticket.

i have changed all the above, (ma game email and main email and passwords are all different) and the response to the ticket i sent was this

We are sorry for your breach of account, however as the account was accessed from your IP address there is nothing we can do, we are sorry for any inconvenience this has caused and trust that you understand our reasoning. Maybe a family member did this. If you have any further questions or problems please do not hesitate to contact us again

I was just going to respond with the information that I had acquired: “This account shows zero logins from unapproved IPs – not even attempts. If all the details are accurate, they were attacked by someone who has physical access to their approved/accepted machines.”

Your email account appears to be compromised. That means that any correspondence from Support to you, and from you to us, may be accessed by the hacker. This gives them access to your account information and puts the account into disputed ownership status.

I suggest that you create a new, secure email account and contact Support again, so that they can help you resolve this issue.

Ursan.7846:

Hello,

Recently I tried to purchase 1600 gems using my credit card, but I received this error message after I input all the information and pressed “confirm”

What’s the problem? If anyone could help me with this issue, it would be greatly appreciated!

Hi there. What region are you in? And when did you attempt to purchase? Thanks for this report — the team is on the case!

You’ll be fine if you purchase and install in the same region. Once done, you can play from anywhere.

Rafiel.5936:

This post is in response to my previous post. I was able to successfully get around the bug I posted a few posts ago.

In the page where you need to put all your credit card information, there is a button to change your order. I changed the order to an order that I did not want. Then I changed it back to the order I wanted. At this point I clicked next.

The “Review Your Order” page correctly displayed my order now. Everything seems to work after this.

Good to hear the “work around” is functional, even if a bit awkward. Our team is aware of the issue and I’m sure they’ll be working on the functionality issues to make the purchase process a bit smoother for everyone.

amberlin.5124:

Gem Cards I purchased from BestBuy are not redeeming.

I submitted ticket: 121130-000602

[edit – now the entire Black Lion Trading Company interface is down – ERROR: invalid authorization]

[edit 2 – UPDATE: following the fix of TP my codes (as reported in the ticket) have now been authorized and I’ve been credited with 2000×2 gems. —ISSUE RESOLVED]

Thank you SO much for updating to let us know that the issue was resolved. Many times it’s unclear if something is OK, and looking into the matter takes time away from other issues that are still a problem. Thank you again for updating!! <3

Valhalla.5620:

It has been few days now and I still can’t buy your kitten gems. What’s wrong with you and the support?

121116-002679

As the team has responded a couple of times, your purchases were declined by your bank. Therefore we are not able to fulfill your purchase requests. You might consider purchasing gem cards at a retail store and adding gems to your account in that manner. Unfortunately, it does not appear that we can accept the credit card you’ve been attempting to use.

I am sorry, but we do not have the ability to restore deleted characters. Remember that there are multiple warnings given prior to the deletion of a character, including a requirement to type in the exact name and to confirm (again) that you want to complete the deletion.

I do sympathize with the issue, but at this time we cannot restore deleted characters.

Can you please supply your 12-digit support incident/ticket number?

Players are asked—twice—if they are sure they want to delete a character. In addition, they are given a specific warning message that points out that items on that character will be lost in the deletion. I do sympathize that you lost the item, but I really don’t think there is anything else we can do to make it any clearer. And quite honestly, while we want to help all players, it would be imprudent for us to use support resources to deal with these sorts of issues when there are others needing help for problems beyond their control.

Again, I sympathize and I’ve done the same myself, but I don’t see this as a design or support issue.

That is certainly unusual! I am inquiring about this now. If you did not enable authentication, is there someone else who could access your account — perhaps a family member or friend — who may have done that?

If your account has been accessed and you have access to the account, please be sure you change your password as soon as possible. Consider that your email may have been compromised (especially if you have the same password on your email as you have on your game account).

If you do not have access to your account, be sure to tell the Support Team that detail when you submit your ticket.

Bibi.6817:

Today i logged into my account and had all my 8 characters deleted, 3 level 80s one with a legendary Twilight. No email to say that the account was accessed from another IP everything i have ever worked on has gone. I’m very disappointed to say the least as i have worked very hard on all these characters one of which is a commander with a substantial amount of gold on its person.

My guild mates advise me that i was logged in when i was sleeping but they didn’t think anything of it as i have a strange sleeping pattern.

I would really appreciate my account being restored asap especially the legendary (and if you can make my Mesmer an Asura i would be doubly grateful! (just joking to try to cheer up my bad mood, but this would be a nice bonus considering i have a different password for my email and game account, and restore my faith in anet :p

What sort of authentication do you have on your account? Two-factor auth or email auth? Thanks.

Adanteh.8970:

So we meet again!
Yes, that’s true. I’m banned again. I guess I’ll just post in this thread seeing I used this thread before also. The response I got a bit less than a month ago stated that my account was released and that I was able to reactivate it. It also noted that I wasn’t able to use the European serial that I provided, because my account was made with a North American serial. Despite this I was able to log in after that ticket response, so I figured that the ArenaNet Support team DID activate my account with the European key I provided. However, last night I got banned with the same error code as before 45:6:3:2114. The strange thing is that I tried to enter the European key that I acquired a month ago to activate my account.. and it actually did use the key (It didn’t say it was in use or that it was of the wrong region, which it said at first). Now I thought maybe it just never said that it was in use, so I tried to enter it again and guess what? Now it is in use. However, my account is still suspended. I made a ticket, but I don’t feel like waiting 6 day s to even figure out what’s going on and then getting random template e-mail that aren’t even close to being answers or actually mention stuff that is simply untrue (My account was not getting reinstated according to the ticket replies I got, however thats different from what I received from Gale Grey and also different from the final response I got).

I really hope it can be resolved a bit quicker this time.

Since this thread is for another topic at this point, could you kindly post in the TIckets for Review thread? I will be able to see it when I do today’s sweep. Thanks!