Guild Wars 2

If you’re having these issues, please contact Support directly for help. Use the “Ask a Question” tab to submit a ticket.

It could be that you and your wife hit the limit on purchases. (The limits don’t reflect on you personally, but on the system as a whole, btw. And yep, that’s frustrating for you and for us, too!)

Also, Nahsavtoo suggested below, and I’ve seen it work for others: Delete your credit card information and re-enter it. This has worked quite a few times for players, particularly if they get the “all clear” from our Payments Team but still have issues. It won’t work for everyone, but it’s something you can try.

As the moderator stated above, there are a couple of things you can do. Account reinstatements take time, and I know it’s an irritation to wait, but accounts are blocked for a reason and the team members need to look into the “why” before they can determine how to respond to the appeal. Again, you can post in the threads outlined in the mod’s comments above.

Yep, we can help! Please contact Support directly for help. Use the “Ask a Question” tab to submit a ticket and a team member will get this corrected for you.

Oh and the Gem Store question is a good one. The agent who reviews this ticket will be able to look into why you can see the upgrade offer if you already own the upgrade. Interesting question!

I am sorry that you’re having to wait, Keith. These reviews are complicated because of all the factors: our billing system, the game account, the bank, the CC company. If you haven’t heard back in a couple of days, consider posting in the “Tickets for Review” thread above. But yes, it can take a while.

I’ve found that there’s always a nice person around who’ll do a res to get me going again. Could you please give that a try? Be patient — sometimes people are busy and don’t see the request, but if you ask nicely, I feel sure your character will soon be back on her feet!

We will help you! Please contact Support directly for help. Use the “Ask a Question” tab to submit a ticket.

Please remember to add the code to the account it’s intended for, not your own account. I think in order to do that, you’d really need to get the code to your friend so he/she can log in and add it to the account.

And thanks for being such a considerate friend!

Absolutely. Please contact Support directly for help. Use the “Ask a Question” tab to submit a ticket.

I see that a couple of people were confused by the wording. That was not our intention, and if you think about it, why would we suddenly give away hundreds of thousands of upgrades just “out of the blue?”

This is a promotion for the Thanksgiving weekend/Black Friday event. I’m sorry if you were confused, and I will pass along your comments to the Sales and Marketing Teams.

Here’s some info for those asking about this offer:

• New accounts can purchase the upgraded Digital Deluxe Edition of Guild Wars 2 for the same price as the Standard Edition.

• There is a limited time on this offer.

• The upgrade is available in the BLTC for 2000 gems.

• Yes, if you purchase the upgrade, you get all the goodies, the Miniature Rytlock, the ring, the buffs, etc.

• You may upgrade an existing account at any time — there’s no short timeframe for upgrading, but the offer is short-term, and after that the DDU will be sold at a higher price than the Standard Edition.

Hope that helps!

Griff.5073:

Forgive me if I posted in the wrong section.

I want to know if the devs plan on allowing players to change their character names in the future (i.e. a name makeover package on black lion trading company).

If there is a technical reason that makes this very difficult to implement, I would like to know as soon as possible. It is going to factor into my decision on whether or not to just delete my level 20 character and remake her.

Thanks.

That feature is on the “to do” list. It will be a feature that you can purchase for gems, as I understand it. There are some complex interactions between characters, accounts, and the whole back-end, so it’s more complicated to get it going than it might seem. But it assuredly is coming to the BLTC in the future!

Irontodge.9524:

Thanks for the quick response Gaile.

I understand and appreciate how the tool may not be backward compatible.

I wont hold high hopes for recovering my deleted characters to save dissapointment, however, if at the time it is possible it would be awesome.

Dawn wasnt cheap and I am going to have a tough time collating the gold for it again!

I admire your good attitude, and thank you for it! Believe me, I love my characters and I truly do sympathize with the loss that you’ve gone through. (I won’t go into the whole "The first time someone PKd my Diablo II character, I cried, but I imagine if I did mention that, at least a few people would understand. )

It’s my dream we can reset qualifying accounts and I’m hoping that is what we find we can do!

Karpuz.5409:

They had 11 000 or something like that accounts hacked after release.

Where did you get that figure? It’s absolutely not factual. Let’s don’t engage in rumour mongering.

Maetel.2130:

Like others I wanna know this…
Because here you said we’re screwed anyway: https://forum-en.gw2archive.eu/forum/support/account/Anet-still-don-t-have-a-char-recovery-system

So… I wanna make you realize that if you say ‘service is almost up!!’ and then we still won’t have our accounts rolled back… well, that would be a slap in the face…

And that is seriously something we do not want to do, you can be sure of it. However, any tool has limitations and practical parameters for operation. Since this is still in development/testing/pre-deployment state, it’s not possible to make a statement about the exact functionality quite yet. I am sorry, and wish there was more to say today but I think there will be more to say very soon.

Irontodge.9524:

Hi Gaile, thank you for the update.

Can you confirm if players who want to recover their characters can do so with characters that were deleted / hacked before the tools are available?

If you can recover characters prior to the tools being release I am going to love you forever and give you a cookie..

Irontodge — I wish I knew the answer to that. It was my understanding that the ARS would be “From this point moving forward” but please don’t take that as an absolute statement of our abilities or of our practices just yet. This question, and the related issues, are at the top of my list for Monday, and in fact I’ve been reviewing and forwarding threads all weekend long, and the Security Team has actively been reviewing, discussing, and investigating this matter, so despite the holiday this is still a priority for all of us.

We want to roll out the ARS tool in its best and more practical (tested, perfected, accurate) form. If that means “from this point forward,” so be it. But certainly it’s easy to see there could be an argument for a broader (i.e., retroactive) use if that would maintain all the desired factors and up to the point that this was possible. For instance, if we had “snapshots” for a week prior to the tool’s implementation, maybe we could use those. Maybe not. (This is a question for the tool developers, QA, etc.)

So, lot of words there to say “I am not quite sure” but please be assured we are sensitive to the issue and will do the most we can for players within the capacity of the tool.

Thank you for your understanding and patience (and for the detailed reports you and others have shared with us).

Maetel.2130:

They won’t reset accounts mate, so I don’t need any hope…
I’m just asking a ’we’re still looking into this’, nothing much. This silence could also mean they’re not caring, which I hope is not the case, but meh…

Sorry, Maetel, I just saw this post, but I did write that note a few minutes ago. You can bet on it: We care and we’re investigating.

Incidentally, account restorations are very, very close.

Guys,

I relayed your concerns to the Security Team and to to others at ArenaNet when this thread started. You can be absolutely sure we are looking at these situations very carefully. Again, the evidence does not point to a server hack, a database theft, or that sort of systemic issue. But still, it is worthwhile having Security’s eyes on the issues and you can have confidence that this is something they’re investigating.

Please be sure you include as much information as possible in your tickets — this thread has some sugggestions on what to include. In situations where you witness someone threatening another player, submitting a ticket with those screenshots would be very welcome!

Please take care when posting that you not include sensitive info here in the forums. I haven’t seen anyone doing that in this thread, but please exercise your usual caution and that’ll be helpful. I know it can be frustrating for those who are hacked and have lost access to their accounts to find they are (temporarily) unable to post here in the forums. Posting to update us on behalf of a friend is ok, but I’m sure you’ll understand that we want to work directly with the account owner in the tickets (for security reasons). So please have anyone who may have been impacted file his or her own ticket.

Thanks.

You should know that we are looking into each case of hacking, including those weird ones that don’t seem to have a proper cause at all. Take heart — the “food-induced coma from Thanksgiving” is all fine and well, but our customers come first and hey, we can eat a turkey sandwich with one hand while pulling data with the other!

The one thing that I want to say is that the Security Team is confident there is no systemic issue (you know, database theft, server hack, that sort of broad issue) but it’s worthwhile to dig down — as much as we are able to do so — to see how personal data is being acquired.

And thank goodness the Account Restoration Service is coming very soon. We’ve been saying that for several weeks, but the emphasis on “very” is well-placed, and I know we all — players and GW2 Team members — will be greatly relieved to be able to roll-back a qualifying account to return it to the owner with characters, items, and wealth intact!

Thank you all for your patience!

darker.8745:

My friend ask me to post this.

By karrak.3597

Hi Gaile.
Im here again to ask again any up date on support. It more than 6 days without news, how its going on! I wanna play and support don´t give me a feedback! My ticket number are 121109-002852. And please. Check the payment with paypal… Im not with the money… the payment was sent to NCSoft at 09/10!!! please… check this and let me play again!

Thank you and good job!

This issue involves a charge-back and the account is closed and will not be reinstated. We did not receive the money. The subject is closed (and I’m sorry, but that’s the way it must be).

A team member responded to you a few minutes ago. As stated, the account is not blocked and the error you were getting relates to the password. Please try the new password sent to you and I am sure you’ll be fine.

I can see on your account that you have been with us for some time. I am sorry that you didn’t get the opportunity extend an invitation. Have you changed your log-in name since you first created the account, by chance?

No worries! We have to ban and unban and try to sneak that in without you seeing, but you ARE ok and can rename the flagged character with the original chosen name.

Sorry for the confusion.

Please search. I answered this last night and have answered it many times in the past.

Irontodge.9524:

Hi Again,

My email address was verified.

Furthermore – I had the function enabled which requires authentication when a new email address is used.

Surely this should stop any one compromising my account?

Not if they have your credentials. If they have your log-in name and your password, they have access — just as they do with your bank, your debit card, etc.

If there is more information to be shared, I will do so. What I won’t do is ask our Security Team to start posting every time someone experiences an issue or proposes a (oft-repeated) theory about the subject, or submits a post with tin-hat conspiracy theories. (You didn’t do that, but some do.)

I’ll update if there’s more to share.

I will see if one of the team members can help with this. Please allow a bit of time; we’re all working on several projects right now. Thanks.

As stated in this thread: https://forum-en.gw2archive.eu/forum/support/account/E-mail-Change-Questions-merged/first#post803332

If you have not verified your email address, you can change your log-in name on the launcher.

If you have verified your email, you cannot change your email address/login name without help from Support.

Please do consider using the search engine or the Dev Tracker — they’re both really helpful in getting answers!

I understand your question, but I am hesitant for us to provide those details. Think about it: Giving “This is how you were hacked” details to players may well provide “This is how to hack” details to a hacker.

I suggest we allow this topic to go back to what it should be: a private discussion between a player and support about an individual compromise incident. None of us want to give hackers, cheaters, exploiters, or RMT a “recipe for success.” So if individuals have questions that do not pose a risk in answering, they can pose them and Support can answer them, on a case-by-case basis.

Once again: We will be rolling out the Account Restoration Service in the near future, after which accounts involved in qualifying compromise incidents will be eligible for a “roll-back” to their previous state.

She will be able to add the code and continue playing on her trial account.

Thanks for being such a nice friend, and thanks, also, for your support of our game!

Cool Ice.5147:

hi GW2, i just want to reactivate my account again because i did not Log in for almost a month now because of my busy schedule..The thing is when i log in there is an error saying " Your Guild Wars 2 account has been suspended for an account issue.Please contact Support for information" .
How did it happen, i get all the serial keys to my account..i just want to retrieve my account back to play again ingame..and i already change my password still did not work to log in in the game..
What should i do? i want to play again.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page so they can clear up this issue for you. For tips on what information to provide in a ticket, please read this post.

Iruwen.3164:

Gaile Gray.6028:

Novalice.5239:

Are there any thoughts on possibly adding the option to use a Key-Chain device Authentication to log in with?

No plans at this time, although it has been discussed. There are issues with any system, and I don’t think we’re heading down that road.

This can already be done easily with any TOTP capable device (if ANet correctly implemented TOTP according to RFC 6238, wich they did according to the FAQ), please see my post and Keiko’s very good detailed reply on how to do it with a Yubikey here. The Battle.net authenticator Blizzard offers also is just a branded Vasco DIGIPASS GO 6, so this device could also be used (it’s more expensive but also a bit more secure because it doesn’t require a client component).
Also see this thread. Should I create a separate thread on that topic? Seems to be asked frequently. You could also add it to the FAQ for convenience.

Thanks for the info, Iruwen! I’m sure that folks who are asking this will be wise enough to search this thread and find the details you’ve provided. I’m not sure about adding it to the FAQ because since we are not offering the “dongle,” we cannot support it, and having it in the FAQ might confuse the issue.

But this is good info and thanks again for posting.

Michael.4791:

@Leira: If you have a wrong area serial (as your posts suggest to me), you should claim your money back from your first seller. Then you should buy a European serial and you should apply this new one.
But I would suggest, that you ask exact proceedings or recommendations via your support ticket. Makes no sense to do something and it will not work out.
Viel Glück und Erfolg!

This is correct. If you acquired a code from the wrong region, you may not be able to register it, so please do be sure to get the proper code.

We require the serial code to establish that the person asking for the reset truly is the account holder. Otherwise, anyone can write in, claim they’re writing from “an alternate email address” and steal your account.

And yes, we do include a message on the packaging that reminds people to retain their serial code.

Wooohooo! I’m so glad. I’ve asked about three different agents to take a look at this. I’m glad it all sorted out for you. Welcome back to Tyria.

ShiningSquirrel.3751:

Somehow, somewhere, there was a security breach and passwords where compromised. Not blaming anyone, but somehow the hackers/gold sellers where able to get passwords to accounts, either from the game servers or the forums right here.

No. That is not the case.

Stop and think: If there were a breach of ArenaNet security, we’d have thousands, tens of thousands, even hundreds of thousands of posts, tickets, emails, smoke signals, and carrier pigeons letting us know there was an issue. Instead, we see the number you might expect when people (1) use insecure passwords, (2) share their accounts, (3) reuse a password across more than one account, (4) host a keylogger or other back-end system, (5) [insert other reason].

While judging “Is there an issue?” solely by volume isn’t a 100% assurance that there is no issue, coupled with the monitoring systems in place it’s a pretty solid indicator that these are individual breaches, not a systemic issue.

I sympathize about this situation. I also understand that it’s hard to track everything that an individual may have done that lead to the compromise on one’s account. But it’s incorrect to point in our direction.

I trust you’ll understand I’m not “speaking the company line” but am answering as truthfully and transparently as possible, just as I believe we will remain on all things related to security.

It was working for those of us who received it yesterday, but yes, it is not working for everyone. The team was apprised of this and they’re looking into it.

Thanks.

Please understand that we cannot be held responsible for the security of someone’s email account. Can a hacker gain enough information from an email account to allow him/her to steal a GW2 account? Possibly yes. Is that an indictment of ArenaNet security? Absolutely not, just as your bank is not responsible if someone gains your bank details through hacking your email account.

Please know that we do request proof of account ownership beyond the serial code. But asking someone for their CCV number doesn’t really help when they purchased from a store. Requiring a CC number is irrelevant when they bought from a different vendor. Therefore, those details are only part of the set of questions we ask to verify ownership.

In the end, the ultimate responsibility for security lies with each of us. While ArenaNet will do whatever we can on our end to protect your account, you, as account holder, also need to protect your sensitive information.

jackthelad.9078:

so they send me an email asking for more detail, to which i reply and i get this nonsense….

“Your recent incident update was from an email address not associated with the incident. In an effort to maintain the security of information, we cannot update the incident using this email address. "

That is not nonsense. That is security. What that means is that you submitted a ticket and attempted to update it from another log-in name (that is, using a different email address). For security purposes, we can’t have people randomly updating information from different email addresses — we need to make sure that the right person is updating his/her ticket.

So please update from the email already on record for that incident and it’ll be fine.

Also, this address gets you to your Account Management page: https://account.guildwars2.com/account

He should be able to go to the Account Management Page and add his code. Find that page here: https://account.guildwars2.com.

Alternately, I think he’d be able to log into the game and add the code in the log-in interface. Certainly one of these options will work. If not, please contact Support and they’ll lend a hand.

Update: Tuesday, 20 November

121109-000954 Resolved
121109-002076 Resolved
121112-001682 Resolved
121112-003153 Resolved
121112-000042 Resolved
121028-001758 Resolved – finally! Sorry for the delays!
121109-001805 Resolved — you may add a new code if you wish
121108-002427 The charge authorization failed. You will need to create a new account.
121111-002238 The charge authorization failed. You will need to create a new account.
121108-000346 The charge authorization failed. You will need to create a new account.
121111-001892 The charge authorization failed. You will need to create a new account.
121114-000360 Under review
121116-000437 Under review
121107-002636 We are not able to reinstate accounts involved in any sort of charge-back.
121114-002734 I followed up on this today
121113-003557 I followed up on this today
121112-000568 I followed up on this today
121026-003005 I responded in your ticket

Notes:

• Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

• When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. 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: Tuesday, 20 November

121109-000954 Resolved
121109-002076 Resolved
121112-001682 Resolved
121112-003153 Resolved
121112-000042 Resolved
121028-001758 Resolved – finally! Sorry for the delays!
121109-001805 Resolved — you may add a new code if you wish
121108-002427 The charge authorization failed. You will need to create a new account.
121111-002238 The charge authorization failed. You will need to create a new account.
121108-000346 The charge authorization failed. You will need to create a new account.
121111-001892 The charge authorization failed. You will need to create a new account.
121114-000360 Under review
121116-000437 Under review
121107-002636 We are not able to reinstate accounts involved in any sort of charge-back.
121114-002734 I followed up on this today
121113-003557 I followed up on this today
121112-000568 I followed up on this today
121026-003005 I responded in your ticket

I hope to have more tomorrow!

zrathos.9257:

so I saw this on the forums: 121115-000111 Account closed (potential fraud issues) and refunded

I was wondering if I bought a new code from guildwars2 site if I could apply it to my account to reactivate it, also can I even use my card or has it blocked. If I don’t hear back from support I will assume my money is no good and you don’t want me to buy from you again.

I updated my ticket with this same question but since I’ve never heard from them I thought I’d post it here as well and maybe Gaile will see it.

Each of these situations needs to be reviewed directly and privately. Please update your ticket to ask the question. I’m sorry that there’s a delay and hope you’ll hear very soon.

And you think the forums is where this happens? Of course not! Contact Support and they will help you.

For purchases made by someone else, they will need to process the refund request, as we cannot give you money that was charged on their credit card.

We’ll have account restorations very soon, but unfortunately that doesn’t help this situation, and I’m sorry about that. (We’ve offered the ARS in Guild Wars for two years, and it works very well. It is being redesigned for GW2.)

The issue with your account and your friend’s is an unhappy coincidence, and does not point to any sort of security issue with our game servers, or any sort of access to our database. I know it’s disappointing, and perhaps even hard to believe, that this can happen to you and to a friend. But consider that if this was a security breach, tens if not hundreds of thousands of reports would be coming in, not the dozens that we see a day.

Please take special care to lock up your personal security and you should be ok in the future.

We’re taking a look right now, Breeze.

Leira.9701:

Would be nice to play with someone from the forums Or at least chat every now and than or sth ^^.
Im now at day 23 … i think .. i los ttrack a litte 28th was my first support ticket.

Im not sure i will get my Account / Progress back. But I will wait with any purchase until i know.

I just lit a fire under more than one chair about this one. I believe you will hear today. If not, I have more matches and some very hot candles.

Sligh.2789:

No excessive hyperbole or inflammatory comments intended or made IMHO.

We can agree to disagree, but when a game bug is represented as rendering a game “non operational” and when someone threatens legal action for a game bug, well, those form pretty solid examples of inflammatory posts and hyperbole.

However, to get back to the point: This is a known issue, has been in the works, and will be corrected.

You chose an offensive name and your character was flagged so that you must rename it to continue to play. Simply access your log-in screen and choose a new name and you’ll be fine.

We cannot replace the gold at this time. We are building tools for the future, but replacing guild items or wealth isn’t as high a priority as giving Support the ability to restore individual accounts.

To be honest, the situation that is described in the OP sounds very unlike a bug, but more like someone took the gold. However, having said that, we do intend to review cases such as this for potential tool changes. We will not be able retroactively to give back missing gold, that is important for you to know. But we may be able to offer some sort of remedy for future issues, if such a tool can be devised.

I’m closing this thread, as the questions have been answered.

I see quite a few questions for which you can find answers on the Knowledge Base.

For questions about E-mail Authentication, see this post.

For questions about Two-Factor (mobile) Authentication, please see our FAQ.

If you continue to have questions, please read through this thread for player-to-player assistance, or contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Novalice.5239:

Are there any thoughts on possibly adding the option to use a Key-Chain device Authentication to log in with?

No plans at this time, although it has been discussed. There are issues with any system, and I don’t think we’re heading down that road.