Guild Wars 2

Drachdhar.7016:

While I am still angry at the way my former purchase in your online store was handled I’ve decided that I might just buy a physical copy of the game, I’m bored.
How would I go about linking the new key to my existing account then? The options on my account page is after all severely limited and hardly very informative.
Or can I just create a new account with the same email, since I never actually got to play at all the other time around that would not bother me.

PS: More for support ticket people really. When you respond to a buyer who has had his/her purchase flagged as fraudulent, despite them saying that is not the case etc, use a better and more polite wording in the ticket response. Being accused of fraud is simply very offensive to some people, especially when they are innocent.
Just say that “An issue was encountered with your payment and we did not receive it properly which may be due to a number of reasons, bank error, a system error on our side or something else. We recommend purchasing a physical copy from a retail store and using that serial key to verify your account.” or something similiar.
That response would not have pissed anyone off most of the time, especially if they get refunded and its done quickly.

I like your feedback! I hate to say “You’re flagged for fraud” when it could be something completely outside their control, like the bank refusing to pay, a bug on our side, any number of things. So thank you for sharing these insights, which pretty much give me a good excuse to drive the amendment of our messaging.

Secondly, if your support response said that the account is being released to you, you should be able to simply go to Account Management and add the new code, since the old one was disabled and refunded. If you cannot do that, then update your Support ticket to ask the team to help you.

Hi,

We’re sorry for this issue, and as far as I can tell, this issue will be fixed in on of the next couple of live builds.

BTW, please don’t threaten lawsuits in the forums. Once that happens, the forum thread is likely to be closed without response, aside from providing you with the contact information for our legal counsel. If you want solutions, avoid that sort of commentary.

Serenity.6149:

Sligh.2789:

Play a broken game until you can fix the bug, and just eat the losses from not receiving these advertised game mechanics? (sounds like a class action lawsuit)

No, it doesn’t sound like a class action lawsuit at all.

Agree completely.

Rajani Isa.6294:

Broken Game would mean it is unplayable. Simply not giving buffs (that are not required to progress in the game) does not make the whole game broken

Exactly correct. We can work together better without excessive hyperbole and inflammatory comments.

Zack Everly.1043:

Incident: 121102-001075
(Account: Mikipedia.4732)

My brother’s account was released and he send a new serial code for reactivate it but after 3 days again nothing. He can’t play from 21 days.
Thanks in advance.

Zack, I looked at the ticket. Has your brother tried accessing the account through the Account Management page and adding the new serial code? He may not need to have Support do that; he may be able to do that himself.

Please update if that works. Thanks.

Hi there. I have good news and bad news. We’ll uncensor the character names. Keep in mind that sometimes, a person reports a name because the chat used by the character makes it clear they’ve chosen the name as a means to offend. I don’t think that’s the case here, though, so we’re good on those names.

However, we need to change the Display Name. The word “spastic” (no matter the “creative spelling”) is generally considered to be offensive, and because display names are in the game and in the forums, we’re particularly sensitive to the potential offense that they present. (Yes, I’m aware that the word is used casually, like a lot of people use “ kitten #8221; in a casual sense, but both are disallowed because there’s really no good reason to use them.)

Character names: Ok (as long as they are not coupled with offensive behavior or chat)
Display name: Anagramed to “Tap Skis.8240”

Deyna.9072:

I want to buy a new gw2 key for my husband. I found a cheap key for only 40 euro on CJS and Offgamers. Can i buy it from them, are the keys legit?

Every time gw2 receives an expansion, is it free, or do i have to purchase it?
- If is not free, then what is the cost of expansion?
-How often(per year) will the game be updated with paid expansions?

Thank you,

We have had a lot of issues with fraudulent codes. In fact, it’s fair to say that the vast majority of codes purchased from unauthorized sellers are invalid, and even if the account is created, it ultimately will be closed. I strongly encourage you to purchase directly from support.guildwars2.com or from any of our authorized retailers.

We do try to communicate when we’re acting on a post. That does not mean you’re “penalized” but simply lets you know that something took place. For instance, “Deleted — duplicate post” doesn’t mean you got a disciplinary action, it just tells you that you double posted and one was removed.

If your ticket is at least three days old, you are welcome to post in the Tickets for Review – 3 days and older thread and we’ll get it on our review list. Otherwise, please allow the team time to resolve the issue. We do not condone using the forums for an immediate follow-up on tickets — the tickets will be attended to.

Thanks for these updates. I’m so happy it’s sorting out for most of you. Now, we’re aware of a few people who are still having issues, and I wanted to add a bit more info, from the programmer involved in the fix. (Yay, Ramsey!)

If you’re still having issues, please allow another day for the DNS to propagate. If you’re still having trouble after, say, Noon Pacific (8:00 PM GMT) on Wednesday, then by all means post again and we’ll look into the matter.

Solar Brink.1490:

After the free trial weekend a couple of my friends are planning to buy the full version and one of them pointed out to me that buying online is still priced at £49.99 when the disc can be bought from a retail store or other online stores for merely £35.
Why is this? we are past beta now and theres no extra benefit other than instant delivery which isnt worth the extra £15. I thought that the advantage of selling online was that you cut out the middleman and save on packedging and discs that hold old versions of the client.
I had to convince my friend he could get the game much cheaper buying in store because he was instantly convinced that the price was ridiculous.
I apologise if this should have been posted in suggestions but I was wondering if there will be a sale or price reduction towards christmas? This game would be a fun gift for a few friends.
Thank you.

Yep, the price does vary, even from week to week, depending on who is selling and whether they’re offering a special of some kind. Our price on the website remains stable, in part because we leave most sales to our partners and we just maintain a steady price. However, we’ve had sales, too, and players can watch for them in the coming weeks.

Playing the trial and then upgrading through a retail purchase is perfectly fine, and if someone has difficulty the Support Team is set to help out.

Your account will remain in place for some time with your characters, items, and levels in place. Don’t worry — if you choose to purchase later, you’ll be just fine. Don’t wait too long, though. Although there are no active plans to remove all trial accounts, that could happen down the line — I’m thinking months, not days or weeks — so you may want to consider getting the full account.

Hey, Christmas gift from your loving Aunt Tilly?

Sorry, not it is not. And in fact beta accounts aren’t supposed to have posting privileges in the forums. We’re trying to keep the conversations focused on those playing the actual, retail game.

I would suggest that you start posting on your retail account, since we can’t merge the two.

This is a technical support issue. I already moved one thread there, so could you kindly add your comments to the existing thread so the team can respond?

Thank you.

Grimm Liberty.4206:

hee hee, well, I did, but needed to READ better….

https://en.support.guildwars2.com/app/answers/detail/a_id/9054

had the answer. Thanks for the fast response though.

You bet. Glad to help….errr… glad that you got help through any means!

Match.2170:

My husband’s account was terminated for assisting in the operations of selling gold or receiving money for items from ingame, I guarantee that he never did such thing. Now, on the other hand, if his account might have been hacked how could he know and get it back? his ticket is 121120-000062 for anyone willing to assist, thank you.

The ticket is brand new — about an hour old. You and your husband need to allow the team to assist him in getting back on his account.

I understand what he has written; I am sure the team will, as well. But there are many people who need help, and it’s simply not possible to answer a ticket in an hour or two.

If by some change this remains an unresolved issue after three full days, please post in the “Tickets for Review — 3 days and older” thread above.

Thank you for understanding.

If you have the serial code, why don’t you send it to him? He needs to add it to his account in order to keep playing on the trial account that he started. You may also work with our Support Team to make it happen.

Thanks for being such a considerate friend!

Update — Friday through Monday, 15 – 19 November

121106-001007  Resolved
121108-002932 Resolved
121109-000618 Resolved
121109-000618 Resolved
121110-002302 Resolved
121111-000203 Resolved
121111-001050 Resolved
121111-002801  Resolved
121112-000042 Resolved
121112-000075 Resolved
121112-002837 Resolved
121112-002964 Resolved
121112-003153 Resolved
121112-003213 Resolved
121113-000110 Resolved
121113-000159 Resolved
121113-000354  Resolved
121113-001461 Resolved
121113-002936 Resolved
121114-002488 Resolved
121115-004025 Resolved
121116-001629 Resolved
121118-004435; 121113-000354 Resolved
121111-001023 Resolved; the team will help you with your purchase issue.
121113-003557 Sent to team for review
121028-001758 Under review
121030-001705 Under review
121107-002636 Under review
121108-000873 Under review
121108-001042 Under review
121109-002852 Under review
121112-000568   Under review
121112-003250 Under review
121113-002345 Under review
121113-002482 Under review
121113-003627  Under review
121113-003712 Under review
121114-000360 Under review
121114-000710 Under review
121114-001555 Under review
121114-002734; 121119-003718 Under review
121114-002750 Under review
121114-002786 Under review
121115-000386 Under review
121115-000565 Under review
121116-000437 Under review
121115-001408 Under review; I added notes to the ticket
121107-001485, 121116-000533 Account closed (potential fraud issues) and refunded
121108-002427 Account closed (potential fraud issues) and refunded
121109-000532 Account closed (potential fraud issues) and refunded
121111-001892 Account closed (potential fraud issues) and refunded
121115-000111 Account closed (potential fraud issues) and refunded
121110-000847 Account closed and refunded; you may add a new code
121110-000763 Botting; will not be reinstated
121110-002383 Botting; will not be reinstated
121115-000034 Botting; will not be reinstated
121108-000346 Fraudulent code. Please contact your seller to get a refund.
121108-000371 Fraudulent code. Please contact your seller to get a refund.
121109-000954 Fraudulent code. Please contact your seller to get a refund.
121109-001805 Fraudulent code. Please contact your seller to get a refund.
121109-002076 Fraudulent code. Please contact your seller to get a refund.
121112-001682 In appeal queue
121111-002238 In queue for refund
121112-000152 In queue for refund
121026-001449 Posted today; let me know if that helps
121112-000714 Requested expedited review; this is a very complicated issue and I’m sorry for the time it is taking
121026-003005 Requesting another review
121113-000059 Please update your ticket; the information you provided is not accurate. Please do not post multiple times in this forum, and keep all personal information off the forums. Thank you.

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.

Igopewpew.8692:

Nearing the mark of 2 weeks banned. Still no solution or refund made. Ticket : 121108-002427 Will you guys really force me to do a chargeback?

I understand your questions. I encourage you to continue to discuss this with Support. You have been given a refund, so you have the money in hand. Perhaps there is a way for them to allow you to rejoin the game.

Update — Friday through Monday, 15 – 19 November

121106-001007  Resolved
121108-002932 Resolved
121109-000618 Resolved
121109-000618 Resolved
121110-002302 Resolved
121111-000203 Resolved
121111-001050 Resolved
121111-002801  Resolved
121112-000042 Resolved
121112-000075 Resolved
121112-002837 Resolved
121112-002964 Resolved
121112-003153 Resolved
121112-003213 Resolved
121113-000110 Resolved
121113-000159 Resolved
121113-000354  Resolved
121113-001461 Resolved
121113-002936 Resolved
121114-002488 Resolved
121115-004025 Resolved
121116-001629 Resolved
121118-004435; 121113-000354 Resolved
121111-001023 Resolved; the team will help you with your purchase issue.
121113-003557 Sent to team for review
121028-001758 Under review
121030-001705 Under review
121107-002636 Under review
121108-000873 Under review
121108-001042 Under review
121109-002852 Under review
121112-000568   Under review
121112-003250 Under review
121113-002345 Under review
121113-002482 Under review
121113-003627  Under review
121113-003712 Under review
121114-000360 Under review
121114-000710 Under review
121114-001555 Under review
121114-002734; 121119-003718 Under review
121114-002750 Under review
121114-002786 Under review
121115-000386 Under review
121115-000565 Under review
121116-000437 Under review
121115-001408 Under review; I added notes to the ticket
121107-001485, 121116-000533 Account closed (potential fraud issues) and refunded
121108-002427 Account closed (potential fraud issues) and refunded
121109-000532 Account closed (potential fraud issues) and refunded
121111-001892 Account closed (potential fraud issues) and refunded
121115-000111 Account closed (potential fraud issues) and refunded
121110-000847 Account closed and refunded; you may add a new code
121110-000763 Botting; will not be reinstated
121110-002383 Botting; will not be reinstated
121115-000034 Botting; will not be reinstated
121108-000346 Fraudulent code. Please contact your seller to get a refund.
121108-000371 Fraudulent code. Please contact your seller to get a refund.
121109-000954 Fraudulent code. Please contact your seller to get a refund.
121109-001805 Fraudulent code. Please contact your seller to get a refund.
121109-002076 Fraudulent code. Please contact your seller to get a refund.
121112-001682 In appeal queue
121111-002238 In queue for refund
121112-000152 In queue for refund
121026-001449 Posted today; let me know if that helps
121112-000714 Requested expedited review; this is a very complicated issue and I’m sorry for the time it is taking
121026-003005 Requesting another review
121113-000059 Please update your ticket; the information you provided is not accurate. Please do not post multiple times in this forum, and keep all personal information off the forums. Thank you.

If you are on today’s 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.

vlauer.2014:

121026-001449

Still no help after countless posts here, as said Gaile, I can’t access the answer you gave me, didn’t receive it via mail and I have issues with creating a Support Account.

Here’s what I see in the ticket — let me know later if this does not work for you:

I see that the last time you have logged in to your Guild Wars account and spoke with Kimmes the Historian was a while ago. Please log in to the game and speak with (living) Kimmes the Historian and check out your monuments. Then log in to Guild Wars 2 and speak with (ghost) Kimmes the Historian and see if he’s got your items for you. If you still don’t have them please let us know so that we may look further in to the issue.

Hey all,

Thanks so much for your patience as we gathered more info about this and looked into the matter in detail. The devs made some changes, and we’re tracking this issue after those changes.

Please post if you have had this issue after 4:00 PM Pacific Time on Monday, November 19.

Thank you!

I really encourage your friend to contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

For tips on what information to provide in a ticket, please ask him to read this post.

The Free Trial period ended last night.

Hey guys,

Can you provide the ticket numbers for these issues? We want to help, but we can’t look up their account based on your display name.

What is your ticket number?

I’ll second what the players said above:

• There have been a lot of updates lately: content, bug fixes, etc.
• Don’t worry, this is an unusual week — you won’t normally see this.
• The updates usually download really quickly and they are ever so much better than the “Sit out of the game for 8 hours” of the old days!
• You need to get the updates to be able to play. Can’t pick and choose, you want to be in the new, sparkly version every time!

Mokin — did your wife submit a support ticket? I really encourage her to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist her with this, and also make sure she gets the bonus for buying the game!

For tips on what information to provide in a ticket, please review this post.

Nothing at this time, but anything is possible in the future..

What is happening in some of these cases — not all, but some — is that the account is purchased and then fails the “fraud rules” and is refunded and closed. This is frustrating, I know, but it’s a part of doing business the stops fraudulent purchases.

There are a lot of interesting “fraud rules” that I didn’t know about until rather recently. And while it may be perfectly legitimate that a person in Canada is using a credit card issued in Guatemala, or that a person with a credit card had a billing address on a different continent, those often point to fraud.

I’m not looking at the individual issues here, I just want to make you aware that if you buy from us and your account is closed because there is some question about it, you’re welcome to contact Support but do be aware that in most if not all cases, we are refunding the purchase price, and it may behoove you to see if that was processed by your credit card company so you have the full picture in front of you.

I am sorry to hear of the accident, and glad this worked out for you.

We’re continuing to investigate this. I hope that players will post in the thread in the Technical Support, so we can appraise volume.

If the player suggestions don’t work, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Info on what to provide in a ticket is in this post.

I’ve routed an email to inquire about the status of this. I know it’s irritating, but the team is aware and they’ll figure it out.

Is this issue resolved? Did you get the name you desired?

Perfect. And thanks for your support of our game!

(Could you tell me your 12-digit incident/ticket number so I can close that, since you figured out how to solve the problem?)

Please go ahead and 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.

FuRiONight.4673:

Hi all GW2 support!
I would like to be changed with e-mail address in guild wars 2 account the undermentioned reason: my password was hacked, and i want to change this other e-mail address. This would be the new adress: EDIT TO DELETE ACCOUNT NAME.

Please do not post your account name on the forums. Please do not submit multiple threads about the same topic. And for help, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.

The message you received is simply a warning that you’ve been messaging too frequently. There is no penalty involved, it’s just a way of asking you to slow up on messaging so that you are not marked for fraud.

I do not believe you need to submit a ticket — this is not an issue or an error, this is an example of a system that is working as intended. Now, if you say you messaged 3 or 4 times and you got the warning, then there is an issue and I’d ask you to post that in the Bugs Forum. However, I believe the warning is pretty well balanced now and I don’t think that would be the case.

Kaimick.5109:

Gaile Gray.6028:

Kaimick — If the advice from XxTAFxX does not work for you, 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.

I’d like to help you more directly, but this really does require individual agent assistance, because there is sensitive information that we do not want to have shared on the forums, such as the serial code, registration info, etc. Thanks for understanding.

Yeah I put in a Support ticket about this, my main concern at this point is weather or not her account is going to be upgraded with the hard copy of them game and if she will receive the booster pack since the game was purchased prior to the end of the event?

Do you think you could shed a lil light on that? I realize you can’t fix it I am more just asking weather or not all the work she did over the trail weekend is going to be a waste since we didn’t do it digitally. Thank you for your response in this matter just a little information about the situation is all I am looking for.

It’s my understanding that if you upgrade during the weekend your friend will get the bonus items. Please have her mention it in her ticket and I feel sure we will take care of her. It will not happen automatically, but again, an agent will make it happen.

While the “flow” is a little easier when purchasing through buy.guildwars2.com, we do want those who joined the trial and purchased the game to get their goodies.

Kaimick — If the advice from XxTAFxX does not work for you, 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.

I’d like to help you more directly, but this really does require individual agent assistance, because there is sensitive information that we do not want to have shared on the forums, such as the serial code, registration info, etc. Thanks for understanding.

It’s a 7-day wait. There isn’t an option to pay right now.

We absolutely will get you the reward, guys. I’m so sorry if it didn’t come to you promptly, but I will check on that tomorrow morning and we’ll find a way to get it to you. The best thing you can do right now is file a support ticket — support.guildwars2.com — “Ask a Question” tab — so your account is on record as needing the reward.

Thank you very much for your support of the game!

Support.GuildWars2.com

Igopewpew.8692:

Now, should a significant level of reports be filed for exactly the same reasons by a diverse number of players then it would raise further questions. I would therefore reserve any knee-jerk reaction your feel toward the company until there is clearer evidence on the matter to justify such a response.

I’d like to kindly refer you to this topic https://forum-en.gw2archive.eu/forum/support/account/Blocked-Suspended-Terminated-Player-Comments/page/48 . The amount of reports made regarding this issue and the amount of people getting unbanned after being accused of botting speaks for itself. There’s a flaw in the system which is only causing ArenaNet to have more work and a bad name. >_<

No. When thousands are getting blocked in a week, a few dozen is not an alarming number. Yes, every false positive is bad, and we are unhappy with having anyone blocked who was not, in fact, involved in botting. However, you need to look at the numbers in context and realize that there isn’t a “flood of issues” but simply people posting, sometimes many times, on the topic of their termination.

Often, those who post have a legitimate point and they will be reinstated. Sometimes, they are botters who are hoping that appealing here and filing a massive number of appeals (I saw one botter send 9) will somehow earn their reinstatement. And often, they post many times for the same account, which may make the numbers look larger than they are.

Again, we’re not happy with any false positives. I will be talking to the team about this tomorrow, when everyone is in the office, but I remain pretty convinced as of this hour (Sunday night) that there isn’t a huge issue with the blocks, but only (and regrettably) the individual issues that will arise in dealing with issues like botting, which do involve many thousands of people every day.

relydazed.8643:

Quote from Gaile Gray (ArenaNet Support Liaison):

“Your friend was not blocked because he was reported. He was blocked because the evidence pointed to him being involved in botting. I assure you, even a dozen reports will not get someone’s account terminated — each report is reviewed before action is taken on an account.”

Taken from post: Friend Banned for Botting

So according to your statement you rely on a “BOT” (as in their computer detection system to find bots) to ban players for BOTTING, clearly this is proof that your system as of current is FLAWED. ~snip~

I was perfectly clear. Please do not develop arguments based on “details” that you choose to add to my fact-based post.

Every block is reviewed by a human being. Period.

Just as every appeal will be reviewed by a human being. This forum is not the place to discuss an issue of this sort. The Support Team will review the facts and will assist those who were erroneously actioned. The number involved is a very small percentage of those who are blocked, but we are committed to a human review of each appeal.

Thanks for this info. The team is going to take a peek at these and see what they can do to open that up for your friends.

If you want to change your username (e-mail login name) here are the answers:

• If you have not verified your email address, you can change it via the game launcher. If you have not verified, you’ll see a screen on the game launcher that says, “Validate your E-Mail Addresss” and ends with, “To update your email address, [click here]”

• If you have verified your email address, you will not see that “Validate your E-Mail Address” message. If that is the case, then you need to contact Support. Detailed instructions are provided in this thread.

wartotemx.8395:

I have the same problem. when I upgraded the trial it changed from 8394 to 8395. I also never received the Booster Multipack

We can help you with not getting the pack. Please submit a ticket.

I think the account may have been created with your father’s information. That is not a problem; we have provisions that allow parents to create an account for their son or daughter.

Please have whomever has access to the credentials — presumably your father — submit a support ticket and the team will see what they can do to assist.

I agree, this is an issue if it’s messing up in-game mails or communications. It was my understanding that the system would know about the change, and that you would be communicating with the right person even with the wrong number.

I am going to ask the team about this. Thanks for the report.

Sorry, we cannot transfer accounts to different worlds. You’ll be able to transfer again after the “transfer timer” runs out.