Just a note to remind you this is a player-helping-player discussion thread. There are a lot of good ideas being shared by players and we want you to have the chance to glean their wisdom because it may address your particular situation. I encourage you to read through the thread and see what you can find.
If you need help, and if your ticket is at least three days old, please feel free to post in the “Ticket for Review — 3 Days and Older” thread [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.
Gaile, I can only speak for myself, but if something happened to my account, and the only way to get it back would be to delete the inventory but keep my toons, I would go for that. “Things” can be replaced, either by farming or from donations from friends.
My toons and the effort to level them and the achivements I have gotten with them could not be replaced.
That is a very good point, ShiningSquirrel, and I understand completely. I suggest that for those for whom this is a possibility — if the account cannot be released outright — they should mention this option specifically in their support ticket. In the meantime, I will start an internal email thread about this to let the team know that I feel we should consider this as an option for those accounts that we cannot release outright, but could consider releasing under the circumstances described: characters intact, inventory removed.
Thanks for providing those helpful tips, Meijo and Esplen. Butch, if you find you still need help, please let Support know in your ticket. Keep in mind that you must own Guild Wars and must own Eye of the North, specifically, in order to obtain benefits from the HoM.
And yes, you can be given the Boost Multipack. Please follow up in your ticket.
By chance have you submitted tickets about this? I ask because I want to forward this to the Payments Team for their review and if there are any associated tickets, I’d like to reference them in my note. Thanks.
Hi there, KerrMD. Could you please update your support ticket? I believe that Technical Support would want to review this situation, as it is outside the norm and may reveal some sort of issue that we’d want to investigate.
You’ve file a ticked and this really isn’t intended to be a storytelling forum. If you find you still need help within the parameters of the “Tickets for Review” sticky thread, you’re welcome to use that, but otherwise, I’d like to round this one out. Thanks for understanding.
I would be sure you retrieve your account before you link it to your GW2 account. I would also be sure you tell Support that the email account associated with that first account was hacked, and they’ll of course need to verify that you are you and that you are the owner and all that good stuff, but they will do their best to help you.
Once the code is embedded in the account, there’s no way to expose it. Of course, if you purchase online, you’ll find the code in your receipt or your transmittal email.
Please post in the thread, as the players have suggested. If your account was released for you to add a new code, we’ll make it happen. Sometimes, the account cannot be released, so the team will need to investigate this and find the answer that pertains to your personal situation.
I’m closing the thread since I know you’ll join the other, appropriate thread. May I ask that you not use inflammatory subject lines? We really DO want to help you!
I recently purchased GW2 on ebay. After a week or so of play, the account was banned and arenanet stated that the key I’d bought had been purchased with a stolen credit card.
I asked if I could have a new cd key added to my old account to which arenanet sent the following:
“In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account. To ensure this does not happen in the future, please purchase the game from one of our authorized retail partners https://buy.guildwars2.com/retailers or purchase directly from our website https://buy.guildwars2.com/. "
So I did the above. I bought a new key on 11/21/2012, I applied it to my account. Still banned. Still unable to access the account I’ve now paid over $100 for an account I can’t use.
I have since issued 2 requests to have it changed over or for some explanation and the support team has completely ignored me for over a week now.
Edit: Where can I request a refund?
This sounds like simple human error. If you were told you could add a new code and rejoin the game — and the quoted text points to you having been told that — then you should be back in the game if you added a valid code.
Can you please give me your 12-digit incident number?
And because we have not stolen from you, I hope you’ll understand that I am going to change the subject line.
Ok, so you figured it out. Good! (Saves me digging through the records, so I thank you for that because, quite honestly, it’s way after hours and I just dipped in here for a second and… yeah. )
Anyway, could you please contact Support? I really think you’ll find the team is more than accommodating, and while we do need the name out of the game (and sorry, we do) we’re not big on punishment and do our best to get players back into the game.
Once again I got 2 DC under 3 minutes at 1 am ….. WTF ? !!!!!
I checked my account email and the IP connexion from here, absolutely nothing is suspicious. the only thing I could do was to change my password again in order to block the “f……. hacker” and keeping the non stop logging after DC !!!!!!
I’m desperated and tired to be feared 24/24 … every day before going to work I need to check my account if my characters and their stuff that I restarted to collect after the 1st hack are still here …. and every times I’m scared to see weither they re deleted or naked as it could be ….
Arena net support doesn’t give me any available answer about my account ’s security and keep asking me to protect my email adress which is done for sure a long ago.
Besides I’d like to know if the support need screenshot to prouve the lost gear ???
If yes then I’ m going to sent them every screen shot in order to be enable to have a roll back to catch back my 898hours of gaming …
This sounds as if you need a thorough scan of your system, because the symptoms you describe are very like those of a keylogger. And yes, until you remove that malicious code, you can be hacked again and again.
Obviously, there’s nothing that our Support Team can do on our end to increase your personal computer’s individual security. This is coming from outside the game.
Consider using the tips that they shared with you during the first hacking incident or perhaps, as others have done, “flattening” your system to the OS and reinstalling all your programs. Doing this is a lot of work, but it may be the only way to really address the issue and I truly believe your computer may be the problem, if you are absolutely certain your email is clear.
I hate to say it…but the other option was that he was asleep, wasn’t hacked, but had set his character up running a bot while he slept. You can set your status to offline (which hides you from friends/guild) in the Friends tab, and it’s possible he’d done that so that people wouldn’t realise that he had left his game running with a bot program while he slept, and it was just chance that you actually ran into his character.
While I hope that’s not the case, it’s another possibility for why he’d be asleep when his character was online without having lost anything due to being hacked.
I hate to admit it, but you’re right, that is a possibility. I hope it’s not the case, but yes, it’s possible.
Sorry that this happened, but we’re unable to move her character. The good news, though, is that there is no cost for moving, once the one-week “cool down” period ends. The only concern will come if the world is full at that time, in which case she can wait and try again later, or you both can choose a different, less-populated world.
It’s true that there will be a cost in gems to move worlds at some point, but that’s not in yet, so she can rejoin your world or you both can move, for free, in a few days.
So sorry, but no. The direct correlation is: one email address per account, and one email address per Guild Wars 2, and one GW2 account per email address.
Honestly, I don’t think that’s something we can or should do. A lot of players help us by reporting offensive behavior, by flagging bots, by letting us know about exploits, by informing us of issues like the “holes in the world” you’ve mentioned.
Taking the time to track, verify, and then assess the contributions of the players would be very time consuming, and I just don’t see how it could be done.
The kits were taking some time (occasionally a few hours) to arrive but I believe all were delivered by last evening. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page if you still have issues.
Hi. We had a slowdown in mails yesterday, but I imagine that it all sorted out ok and you got the mail eventually. If that was not the case and you did not receive the mailed item, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.
An internal email yesterday stated that there was sometimes a few hours’ delay between the time of purchase and the arrival of the kit. I’m sorry that it took so long, but I imagine that you all received your kits by now.
If not, I encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page.
But I don’t think that applies to this situation, as the hours don’t seem to align. I think you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.
My first instinct was that the account may have been compromised. And yes, sometimes the owner and the hacker can both be accessing the account. I urge your friend to change his password and to contact support if he needs help with anything.
Incidentally, account restorations are very, very close.
Can you confirm this Gaile? I have tickets from GM’s stating otherwise dated today.
Yes, account restorations are very close to being rolled out for all players. There will be qualifiers and requirements, of course, so not every account will be rolled back upon request. (For instance, restorations are only for compromised accounts.)
We’ll have more information in the next few days.
If your ticket says something different, could you please give me the number so I can review the messaging?
I am so sorry, but the characters are coded into the game in such a way that we cannot remove them and place them on a separate account. The best idea is for you to start a new character and join her in the game.
So glad you’re enjoying the game! I have asked the team about the Booster Multipack. As far as I knew, it was offered only if you upgraded to a full game through the in-game “buy” button, and not via a store purchase. But I am checking because I want to make sure I’m clear on the offer and its fulfillment.
Changed de password with cd key+mail+char name and was able to log in again.
My chars where there but in another world ( desolation) when i was Blacktide
My main was in southshore cove underwater when i was in halls of the mists
Didnt got any notification in the mail but got to see in the acc security notes some one had logged in from CE (not sure what that is )3 hours ago.
Already sent a tiket and got responce saying i will be contacted in game.
Still waiting atm…
First time i got hacked in about 10 years of online gaming. I still have most of stuff but my cof daggers are gone and i have like more 7 gold or so..the hacker sold some yellows and probly salvaged the daggers..
Any one got similar problem and got restored or rollbacked ?
Do i miss the game master help if im at work when it pops ?
Im glad with what i still have but this is where some quality service could shine.
Best luck guys and change your pass more ( i did it only twice )
I think you have misunderstood something. We will not contact you in the game. We will respond to your ticket, which you can read in the ticket interface or via the emails that we will send you.
These issues usually take a day or two to resolve, so please be patient and update your ticket if you have any new information, or if the team asks you for further details.
121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
Thanks for following up on this, but maybe you can elaborate.
- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?
- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.
The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?
Regards.
Sure, I can explain. You purchased the game, and on trust, you were allowed to create an account and play while the credit card was being processed. However, somewhere in the process, a question arose about the credit card and they order was voided. (The question could be the validity of the card, a mismatch between the card information and the billing address, any number of things that are given a blanket “fraud alert.”)
The important thing: You were never charged for the game. If you check your CC records, you may have seen an “authorization” at the time you purchased, but that authorization request was removed and again, you did not pay for the game.
Gaile – While I appreciate your response, we are apparently talking past one another.
I bought the game in a store. The store charged me for the game. Unless that store gave you my credit card—which I am pretty sure they can’t—then what credit card do you have to verify? At no point in the process of regestering my account was I asked to enter a credit card. Thus, I was charged for the game by the store I bought the game at. I have the receipt and bank statement to prove it.
That is why I keep saying “I already paid $60 the game” and I am not paying another $60 just because your company deemed my purchase fraudulent from a store who has already charged me for the game.
So what you seem to be telling me is that the store screwed me over by selling me a game with a fraudulent serial and I need to raise hell with them. Is that what you are telling me?
Regards.
Oh dang, I totally misread this, and I appreciate your giving me this detailed information. I had, as you surmised, assumed this was a purchase from buy.guildwars2.com. Instead, it’s a purchase from a retailer. What the notes indicate is that the code was invalid. This is not uncommon, I’m sorry to say, with non-authorized vendors. Some are great, but some are buying using fraudulent credit cards, re-selling the codes, and when the code is disabled (because their payment is voided due to fraud) then the customer is left with an invalid code.
If you purchase from a third-party, unauthorized vendor then yes, you should definitely pursue a refund so that you can purchase a legitimate code. I’ve found that many vendors will give a refund, although a certain number require persistence to do so. Others, sadly, are “charge and run” and won’t do so. I wish you the best of luck in getting this sorted, and hope you’re back in the game very soon!
121119-002879 Resolved
121102-000090 Resolved
121028-001758 Resolved
121125-000598 Account released; you may add a new, valid code to rejoin the game
121022-002506 Account released; you may add a new, valid code to rejoin the game
121121-000642 Account released; you may add a new, valid code to rejoin the game
121111-001040; 121029-002804 Fraudulent code. Please contact your seller to get a refund.
121121-002141 I followed up on this today
121118-002383 I followed up on this today
121116-001629 I followed up on this today
121121-002828 I followed up on this today
121121-002294 I followed up on this today
121118-001985 It appears you left the guild, and were its only member. If you are still having issues with creating a new guild, please update your ticket.
121119-003748 Senior agent reviewed last night and believes he has a solution; will contact you today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121114-000710 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121116-001561 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121118-002786 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121115-002366 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121124-001746 Under review
121127-000236 Under review (but please note this ticket is not three days old)
121022-002506; 121123-001260, 121121-002439, 121126-000755 You should be able to add the code; if you still need help, please update the ticket. (Please note: Submitting many tickets slows the process of resolving issues)
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.
121119-002879 Resolved
121102-000090 Resolved
121028-001758 Resolved
121125-000598 Account released; you may add a new, valid code to rejoin the game
121022-002506 Account released; you may add a new, valid code to rejoin the game
121121-000642 Account released; you may add a new, valid code to rejoin the game
121111-001040; 121029-002804 Fraudulent code. Please contact your seller to get a refund.
121121-002141 I followed up on this today
121118-002383 I followed up on this today
121116-001629 I followed up on this today
121121-002828 I followed up on this today
121121-002294 I followed up on this today
121118-001985 It appears you left the guild, and were its only member. If you are still having issues with creating a new guild, please update your ticket.
121119-003748 Senior agent reviewed last night and believes he has a solution; will contact you today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121114-000710 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121116-001561 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121118-002786 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121115-002366 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121124-001746 Under review
121127-000236 Under review (but please note this ticket is not three days old)
121022-002506; 121123-001260, 121121-002439, 121126-000755 You should be able to add the code; if you still need help, please update the ticket. (Please note: Submitting many tickets slows the process of resolving issues)
@Gaile: I just had been able to log in first time since our “romance” started. Thanks for all those matches and candles you used to get those guy and girls working.
I think im finally donw now. 1 Month exactly
I will remember our candlelit dinners with fondness.
I think you’re aware, but this is finally resolved, and I am very, very sorry for the delay. Add a new code and you’re good to go!
121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
Thanks for following up on this, but maybe you can elaborate.
- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?
- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.
The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?
Regards.
Sure, I can explain. You purchased the game, and on trust, you were allowed to create an account and play while the credit card was being processed. However, somewhere in the process, a question arose about the credit card and they order was voided. (The question could be the validity of the card, a mismatch between the card information and the billing address, any number of things that are given a blanket “fraud alert.”)
The important thing: You were never charged for the game. If you check your CC records, you may have seen an “authorization” at the time you purchased, but that authorization request was removed and again, you did not pay for the game.
Please contact Support immediately by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. If you have a ticket in the system about this, please update it to ask your questions.
For tips on what information to provide in a ticket, please read this post.
If you want, for extra security, make an email account only for the game so no other improtant stuff you might have in your email might get compromised.
Could you tell us how to change the email associated with our GW2 account please.
The option to change email does not exist in ‘My Account’, so unless there is some sneaky way to do it the encouragement to change it is no help at all.
The question of changing a log-in name can be addressed to Support by filing a ticket through the “Ask a Question” tab on that linked page. Each case is individual, and the team can help if such a change is necessary.
Is that legal? AFAIK, when you buy something, you have certain rights to it under the law, and these rights supercede any purchasing agreement or TOS. This includes the right to re-sell a purchased good.
If this weren’t the case, companies would just declare all their products as un-re-sellable.
You can sell the physical game discs/box etc for sure but you cannot pass on the account. When you create/open the account you agree to those terms. Generally people don’t sell MMO game discs tho since they are useless without a new account along with them. They set the rules for the world they host online and can stipulate anything they want regarding access to that online world.
My computers motherboard got “static shock” apparently!
I wonder wether GW2 maybe is not really good for PCs… it’s already the third case I hear from (someone in my neighbourhood and I myself lost a gaming PC short time after installing GW2).
GW2 is not breaking computers. The only plausible situation where it could be a factor is a computer with a compromised cooling system (due to excessive dust or a fan failure or maybe a loose heatsink).
Even then, most computers will shut off before reaching damaging temperatures and there is nothing GW2 could do that any other demanding (heat generating) software couldn’t do.
First, the details provided make this situation seem highly unlikely. I think there is more to this than what has been said, including the fact that the timing of the termination, as stated above, does not always correlate directly to the time of the incident. Meaning someone could be botting from Noon until 6:00 PM and the account might be terminated the next morning.
Secondly, this ticked was filed today. The forums are not intended as a second means of filing a ticket. The forums are not intended for someone to file a ticket and then try to expedite a response with a forum post. You should give Support time to read the ticket, review it, and respond.
Whether we enable the ability for individual players to change their Display Name is still in question. There are good reasons to support some changing of Display Names, and our Support Team will help in cases where it’s necessary. But there also are compelling reasons to not allow arbitrary changes upon demand, because changes could allow people to hide from a bad forum reputation, to scam people and then change identities, even to try to avoid detection for offensive behavior or harassment by, they hope, making it more difficult for Support to research a report.
Players are welcome to discuss a refund request with Support at any time. I can’t help but wonder why someone would leave a game they were enjoying because of the lack of a single feature of this type, but Support will make the final decision about a refund request.
There are some bits of advice I’d like to give to players who are posting in this thread:
If you were block, suspended, or terminated in error, please contact Support.
If you are working with Support on the issue, great. If you haven’t received a response in three days or more, you are welcome to post in the Tickets for Review thread, and be sure to include your 12-digit incident or ticket number.
Read this post for info on what you can include in your ticket to expedite the response.
Do not submit multiple tickets, but continue the discussion or the appeal in the same ticket.
My girlfriend has been wrongfully accused of using of third party program and has gotten banned for more than two weeks. Not even sure what caused ANet to suspect my girlfriend but she has definitely not used any third party program. We had been playing together for weeks before the incident and have never encountered such problems. Now both of us have stopped playing because of this.
We sent a ticket weeks ago to explain the situation but GM replied with an automated response and insists that my girlfriend is in the wrong without even providing proof. Sent another ticket (Incident: 121124-001746) on 24/11/2012 to appeal and has yet to receive any reply. Please help. It feels as if ANet has just robbed my girlfriend of her hard earned money.
If there was an error, the team will correct it. Creating a new ticket, though, will slow down the process. I recommend you close that ticket and reopen the original ticket to file an appeal.
A friend of mine got his account suspended. His public name is mcquack.9678. He sent a ticket a week ago and support said that the Payment Review Team was checking the sittuation, but a week has gone and no answer. Can somebody help us with this?
If your friend finds he still needs help after three days, he should post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.
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