Guild Wars 2

kage kitsune.2036:

so me and my buddy last night are farming for bloods for about an hr (Sanayumoki.3057) when i go to sell stuff in the ah, 5min later he is kicked out and gets a your account is banned for botting message. they need to fix this system its Shoot first ask questions later, my friend is going to miss the last day of the 3 day event because some player wanted to have his way and report him for botting when he was not and then bam, banned, i was talking with him in skype while we farmed and was with him at all times he was NOT botting. can a rep please unban him so he can attend the event today, we play together fun and right now its not fun at all. he would post this himself but he’s also banned from the forums.

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.

Please have your friend visit support.guildwars2.com and submit a ticket through the “Ask a Question” tab. The team will help him.

You contact Support, which is exactly the thing to do. Thanks for submitting that ticket, and I am sure a team member will answer you very soon.

Tory.2693:

Hi guys, I’m one of those players who got suspended for using a “fraudulent” credit card. I submitted a ticket and got a response that says:

Hello,

The Guild Wars 2 Serial Code that you registered was a North American code originally purchased from our website https://buy.guildwars2.com/. This purchase was made using a stolen credit/debit card or PayPal® account and was thus flagged as a fraudulent charge. Your game account was banned as a result of the fraudulent purchase.

At this time, we have reviewed your account and have decided to release the account to you. The serial code has been permanently disabled as a result of the purchase using a fraudulent credit or debit card or stolen PayPal account.

I would suggest contacting the seller from whom you purchased the code for a full refund, as they sold you a code that was purchased fraudulently. I would not accept a replacement code, as it will likely be another stolen code.

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/.

NOTE: Since your game account was created using a North American serial code, it was created as a North American account. This means that you may have to use your new, European serial code to create a new game account.

Regards,
[GM] Kirito
NCsoft Payment Review

So I purchased a new serial code like they said, and tried applying the serial code to my account. This is how I did it:
1. I went to https://register.guildwars2.com and entered my serial code
2. I selected “Yes” when they asked my “Do you have a guild wars account?” This is my account that was suspended before but got released
3. I filled in the necessary information

However, I got a message saying that “The serial code has already been applied to your account.” Which is impossible since I haven’t used my serial code before at all.

Is there another way to apply my new serial code? Am I doing it wrong? Why am I getting the error message that the serial code is already being used by my account when I never used it before?

I believe this should work so I’m asking our team now to make sure there isn’t a glitch and to ensure these are the accurate steps to follow. Thanks for a good question — we want people whose accounts have been released to be able to hop back into the game ASAP!

Transfers for legitimately-acquired gold would seldom if ever flag an account for disallowed activity. I think you’re ok. If there were ever a situation, you would of course want to contact Support and they’ll help you.

Yes. I can’t quote sarmatiko right now (forum glitch), but these are good tips:

1. Go to the https://register.guildwars2.com/
2. Notice link “How do I apply a serial code to an already existing account?” there.
3. Click on it. You will open relevant support page with explaining video.

If that does not work, please contact Support and they’ll give your friend a hand!

There are occasional issues with account disputes. When that happens, two individuals are able to provide sufficient “proof of ownership” that we cannot accurately and conclusively ascertain who the real owner is. This usually happens with accounts bought from a third party, like a used account on eBay, an account acquired from a friend, etc.

The other case may be where the code was fraudulently acquired from someone who then resold to the buyer (in this case, perhaps your husband) and the first buyer resells the code to other people as well. That cannot happen when someone buys from us directly, or when they buy a boxed product, but it can happen, again, from third-party sellers.

I am not saying that either of these situations applies to your husband’s case, Gunnlod, but it is very much in our interests to keep every valid player in our game, and closure for “account dispute” is very rare.

Could you kindly post in the Technical Support forum, in this sticky thread.

Thank you.

This is a known issue. I’m going to follow up and see what progress we’ve made.

The fast is, the feature that will us to restore an account — that is, roll the entire account back to a state immediately prior to its compromise — is still in development, but progress has been made and I believe this feature will be offered soon.

This will not be a "retroactive* feature. That is, if you were compromised today, last week, or two months ago, we will not be able to offer an account restoration. The feature will be great, though, for future issues and we’re looking forward to being able to offer this service!

Yes, we will offer Name Changes in the Black Lion Trading Company in the future. I’m sorry, but I don’t have a timeframe.

Our Naming Policy is pretty clear about the use of crude bodily functions for names. People cannot filter or block seeing names, so we are a bit more sensitive to those than to chat. But to be honest, I highly doubt you were given a three-day suspension for the word “poopoo.” In every case I’ve come across where someone claimed something similar, they were posting us the least offensive name, where others on the account far exceeded the policies.

I know this because I did the “outings” on Reddit, and for everyone who claimed “Ah shucks, all I said was ‘dang’ and I got blocked,” I found they said repeated, extremely offensive things in other comments. And the same applies to names.

If the name is only mildly offensive, we generally block the name — which flags it for user remaining — and we remove any suspension. I’m checking with the team for the details, but as someone pointed out the display name isn’t great, either.

I was going suggest that this may have been a case of simple human error. I mean, we all have a lot of different passwords to remember, and I’ve actually reset a password only to realize “Doh, I was typing in the wrong one the whole time!”

However, there are more reports than seems likely for a user error, so I’m going to merge as many threads as I can and see if we have dev eyes on this situation. Thanks!

GivEN.4731:

Hey there Heroes i need your help.

My irl friend was trying to login today and he needed to recover it. He did fill the formular until he should put a character name and we both totally forgot what that only character he got name was. Is there anyway we could be able to see it? I have tried to look in friend list but can only see his tag.

sorry for format and bad english first time i post something.

Hi there. Your friend can get help from our Support Team by submitting a ticket. Use the “Ask a Question” tab to do so.

klesk.1790:

Sorry bad english~^^We hav one computer ~
My brother wants to play but he wants his own account~

So my question is~If he buys another GW2~
Will we be able to play on my computer loging in with a new account and a new email ~? Will both of us be able to play(not on the same time)~ but on one computer login into a different account?~Is this possible?

Yes you certainly can do that. Both of you should be sure you do not save your password or user name to avoid logging onto the wrong account, but you’re welcome to play two separate accounts on the same computer.

The forum lead just responded and apparently there were a lot of infractions on that account. It has been reinstated, I believe, but please know that your husband is going to have to use good judgment or forum access may be permanently disabled.

I am just the messenger — I do not have the records, so please understand that I cannot answer questions about the infractions or anything of that sort.

Thanks for understanding.

Pluppmupp.8293:

It’s the account I’m currently playing GW2 on.

This account — the one you are using to post — is the one you’re using to play GW2?

Sorry for my confusion, but the notes do not reflect that, so it’s an interesting thing to know.

I would suggest you report and the team will investigate.

highpielliot.5713:

My friend recently signed up for the trial and he has forgotten his password :/, he is unable to use the ‘forgotten your password’ feature because he doesn’t have his serial code because of the refer your friend. Is there any other ways he can get his password back?

That’s a good question. I think that Support can help him, because he has a trial account. Please ask him to contact them through support.guildwars2.com.

Troll.4237:

I have 2 guild wars accounts, my first account was REMOVED NAME which had factions, prophesies and eye of the north. My second guild wars account which is currently linked to my guild wars 2 account only has nightfall. I know I should have looked into the matter of combining my accounts into one awhile ago but I never got to it. So I am wondering if I could still combine them? I don’t have all the acces keys but I do know that I have all the games cases.

I edited to remove your account name for security protection.

Please contact our support team and they’ll be able to answer your questions. I do not know that it would be possible to combine the accounts, but the team can tell you for certain.

The Support Team will review and reply to your ticket.

But yes, those involved in RMT purchase items, so that is no indication of innocence. In fact, they farm gold to acquire items to sell for real-world money.

I am, of course, sorry if your account was terminated for something you did not do and I am confident the team will review the case with professionalism and discretion.

Alana Owlet.6198:

Gaile, did you get my message above?

Yes, I did receive this information. I’m sorry that I missed it earlier, but I sent an email to the lead moderator to ask that he review this issue.

Accounts that are hacked, or believed to be hacked, do not receive a 72-hour suspension. If you were hacked or if we believed you were involved in botting, your account would have been terminated (pending investigation in the case of a compromise.) That is not what happened because you have a timer, indicating you were suspended for three days.

Something else happened here and it was most likely not in relation to latency.

Please await a response from the Support Team.

Your comments about the word filter lead me to believe you were in breach of the Code of Conduct, despite your protestations.

You’ve filed a support ticket. That’s the right thing to do in this situation. Bringing it to the forums, where the member do not have all the facts, isn’t appropriate. Please await your discussion with a support agent.

Yes, he can. That is why the agent was careful to say the account is “released.” Not all closed accounts can be released; we must take care that people who knowingly defraud the company are not able to add another, probably-sketchy code to continue trying to play. But in the case of your friend, he may have purchased through a third-party seller who was involved in the defrauding. As that is the case, we would welcome your friend back to the game, but naturally he must add a valid serial code.

Edit: Confirmed by Payments Team.

I’m so sorry, you’re right! The “Ask a Question” button is broken right now. It’s absolutely our top priority to fix, so I believe it will be corrected very soon.

Support will be able to help your friend as soon as that button is fixed, so please continue to try to submit a ticket and the team will help her out!

Hi there. I just checked your account, and the one listed with Pluppmupp.8293 is not a full account. It was last accessed during Closed Beta Test Number 3, in August, and it does not have game access rights.

Is there another account I should check for you?

I am sorry for the inconvenience. One reason this might be happening is that someone acquired the password and it has recently be published on a “known, compromised password list.” (And yes, such things do exist!)

If you know that changing the password is recommended, and you know we’re not asking that for frivolous reasons, then I’m sure you’ll feel better about choosing a new password, since your security can only be enhanced with that change.

If you are certain you typed the name properly at the beginning, can you check to see that everything is ok on your account? I don’t mean to alarm you, and I’ve never known of an account thief to delete a character and rename it, but I thought I’d suggest you check for possible compromise just in case.

I have asked our “forum guy” for advice on this.

Hey all,

About 10 hours ago, we starting noting that European players were having trouble purchasing gems (primarily using PayPal). I just wanted to update you that the issue has been identified and a fix has been developed.

Thanks a lot for your patience, and we’ll have that update out as soon as possible. Thanks, too, for your support of our game through the Gem Store!! <3

Sorry, the name was incredibly offensive, when coupled with the acronym or “tag.”

The guild was disabanded, as per our User Agreement and Rules of Conduct. If you decide to regroup, please choose a less-offensive name and be aware that continued use of inflammatory or racist names could result in account termination for those involved.

Note: The fact that there may be other offensive names is no excuse to use an offensive name. That’s like saying “But other people are robbing people, so I should be able to do it, too.”

Players: If you see an offensive character name, report it. If you see an offensive guild name, we’d appreciate a ticket reporting it. That is what made us aware of this name, and, upon review, what resulted in its removal.

The team just made a change that should make it possible to unlink the mobile authenticator. Please submit a ticket if you are still having difficulty.

Thanks.

There is not issue with the billing team. The number of fraudulent purchases using stolen credit cards is very high. We are proactively closing those accounts and issuing refunds. I am confident that if the OP purchased from us, he or she will receive a refund for the purchase price.

Keep in mind that while we issue a refund and close the account at the same time, the refund can be caught in the CC system, where the bank does not process it for, sometimes, a matter of days. But be assured that if someone made a purchase, we will close and refund, to avoid dealing with the anticipated fraud involved in that particular purchase.

Update: Wednesday and Thursday, November 14 & 15

121030-000078 Resolved
121105-002749 Resolved
121106-002921, 121113-001761 Resolved
121106-003136, 121111-001909 Resolved
121107-001485 Resolved
121108-002387 Resolved
121109-000618, 121109-001276 Resolved
121110-000139 Resolved
121110-000383 Resolved
121110-002029 Resolved
121110-002355 Resolved
121110-002535 Resolved
121110-002927 Resolved
121110-003034 Resolved
121110-003112 Resolved
121110-003125 Resolved
121111-000222 Resolved
121111-000266 Resolved
121111-000674 Resolved
121111-001561 Resolved
121111-003008 Resolved
121112-000627 Resolved
121112-002293 Resolved
121111-002836 Resolved; could you let me know if you cannot access your account?
121110-002727 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121110-000847 RMT; will not be reinstated. Please do not submit additional tickets.
121107-002636 Under review
121108-000346 Under review
121108-002694 Under review
121109-000954 Under review
121109-001805 Under review
121109-002076 Under review
121111-001023 Under review
121111-002238 Under review
121111-002801 Under review
121112-000042 Under review
121112-000152 Under review
121112-000568 Under review
121112-003153 Under review
121113-000159 Under review
121113-003557  Under review
121108-002427 Under review; I am writing for direct assistance
121028-001758 Under review; I specificially asked for another review
121111-001892 Under review; request received
121108-000371 Under review; thanks for that additional info
121108-002434 Account closed; refund processed
121109-002884 Account closed; refund processed
121110-002751 Account closed; refund processed
121111-002647 Account closed; refund processed
121108-001076 Botting; will not be reinstated
121110-002302 Botting; will not be reinstated
121111-000203 Botting; will not be reinstated
121107-002636 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121109-001805 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121009-003053 Charge-backs resulted in refunds and closure of account.
121113-000354 Compromised account; under review
121108-000060 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121010-002397  Fraudulent purchase; account released
121103-000852  Fraudulent purchase; account released
121031-000469 Refunded and released, if you wish to purchase a new code

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.

Update: Wednesday and Thursday, November 14 & 15

121030-000078 Resolved
121105-002749 Resolved
121106-002921, 121113-001761 Resolved
121106-003136, 121111-001909 Resolved
121107-001485 Resolved
121108-002387 Resolved
121109-000618, 121109-001276 Resolved
121110-000139 Resolved
121110-000383 Resolved
121110-002029 Resolved
121110-002355 Resolved
121110-002535 Resolved
121110-002927 Resolved
121110-003034 Resolved
121110-003112 Resolved
121110-003125 Resolved
121111-000222 Resolved
121111-000266 Resolved
121111-000674 Resolved
121111-001561 Resolved
121111-003008 Resolved
121112-000627 Resolved
121112-002293 Resolved
121111-002836 Resolved; could you let me know if you cannot access your account?
121110-002727 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121110-000847 RMT; will not be reinstated. Please do not submit additional tickets.
121107-002636 Under review
121108-000346 Under review
121108-002694 Under review
121109-000954 Under review
121109-001805 Under review
121109-002076 Under review
121111-001023 Under review
121111-002238 Under review
121111-002801 Under review
121112-000042 Under review
121112-000152 Under review
121112-000568 Under review
121112-003153 Under review
121113-000159 Under review
121113-003557  Under review
121108-002427 Under review; I am writing for direct assistance
121028-001758 Under review; I specificially asked for another review
121111-001892 Under review; request received
121108-000371 Under review; thanks for that additional info
121108-002434 Account closed; refund processed
121109-002884 Account closed; refund processed
121110-002751 Account closed; refund processed
121111-002647 Account closed; refund processed
121108-001076 Botting; will not be reinstated
121110-002302 Botting; will not be reinstated
121111-000203 Botting; will not be reinstated
121107-002636 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121109-001805 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121009-003053 Charge-backs resulted in refunds and closure of account.
121113-000354 Compromised account; under review
121108-000060 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121010-002397  Fraudulent purchase; account released
121103-000852  Fraudulent purchase; account released
121031-000469 Refunded and released, if you wish to purchase a new code

KINGMAISON.7598:

Goforce.2351:

Hello Gaile,

Still no answer today … :/

If I update my ticket, Will I be put in the last on the queue ?

Here’s the statut of my ticket in your last update :

121103-000852 Fraudulent purchase; under review

If it’s “under review”, Why I don’t have any answers yet ? :/

If updating your ticket moves you to the back of the queue, that is completely stupid. They should just review everyone’s ticket by this section of the number -000852, but they obviously don’t cause my number is like 139 and its going on a week I’ve been banned, and the only thing I’ve been told is “escalated for further review” whatever that is suppose to mean, why couldn’t they just take care of it when they looked at it the first time. I’m probably gonna miss The Lost Shore because of their flawed banning system, I also wouldn’t be surprised if they removed this post. And if I sound angry, sorry it’s not toward you.

Updating does not move you back to the end of the queue, have no fear! BUt please remember to always give me your 12-digit incident number so I can help.

You can do that by submitting a ticket through Support. I just sent over three today for closure. Most are just fine, but the occasional one is across the line, and we do want to hear about those via ticket so we can appraise and address them.

If the system will not accept your password, it’s because the password is known to be public — stolen through a breach of another company’s security — or it’s so simple that it may be guessed and the account compromised.

We don’t enforce complex password rules because we’re trying to be overly intrusive, but because we know that by doing that, our players will be more secure. I suggest you find a password that works within the system and take heart that you will be more secure in doing so.

(I will add that I am not happy with some of my connections, who require upper case, who disallow symbols, etc. I feel as if I am “dancing to their tune” and I’d rather be able to make my own choices — especially when I feel my choices are more secure than those they offer! But in the case of ArenaNet’s protocols, I know the Security Team and I believe their decisions on p/w requirements are very sound.)

We cannot reset the points, or reassign them. Please do not share accounts… ever.

Remember that the email address is simply a log-in name, and it is not necessary to change it to keep your account in good standing.

• If you wish to change your email address and you have not verified the address, you can make an email change in the Account Management system.
• If you have verified the email address, please contact Support and they will assist you.
• If you have only a Guild Wars account, you can change it within the game.

laurawesome.5216:

Hi, my friend had his account terminated last night and he is very upset at the moment after putting 500+ hours into it and over $100 worth of real money support towards ANet.

He has a ticket which is 121115-001511 & is waiting on a reply.
Just wondering so i can assure him it’ll be ok, how long is estimated, because of the lost shores event, until he may receive a reply?
Thanks a lot.

Since your friend submitted a ticket today, he did exactly the right thing and the team will help him as soon as possible!

Banthnub.4530:

Well I’m back! After a record thirty minutes! I love you Arena Net!

Awesome, thanks for letting us know!

raito.4085:

Hello , i heard right now from my guild that if we play or walk near a bot we get reported 15 times by the bots and make our account banned is that true ? if it is true i hope Anet is going to hurry and do something about it , I realy dont wanna be banned for mistaken report.

I need confirmation of this quickly please , because i am afraid to go PvE now …

All the reports in the world will not result in “automatic banning.” Each case is investigated and only those where a preponderance of evidence points to botting will be terminated.

Please note: If your account was closed, you should also have been given — within the same few hours — a full refund. I agree, it’s unsettling to have your account closed and to get the messaging that you receive, which doesn’t make it clear that a refund was processed. But I am told that accounts closed for purchases in our store are receiving a refund.

If you do not see that on your account yet, I would suggest you wait a day or two and it should show up on your account. If you wish, you can update your support ticket and discuss with an agent.

He has a ticket on file — a few hours old — and he will be assisted as soon as possible.

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

pngs.3798:

Hello all!
Recently my account was released (banned for fraud payment) and support told me that I have to buy a new copy of the game to restore it.
I’m OK with that but I want to know If I buy it from official webstore (as soon as I am logged in with my released account) will the account be restored automaticaly or I will have to contact with support again?
Anyone having the same experience?
Anyone know the “steps”?

Thank you in advance
P.C.

You can access Account Management and try to add a code. If you are unable to do so, contact Support.

It depends on what kind of account you have, and whether it it linked or not. Please see your Account Management page to research this for your case.

Alana Owlet.6198:

My husband has had his forum account suspended “temporarily” for almost a month now, with no response from forum@arena.net, disregarding numerous email attempts to get an estimate on how long the ban was intended for.

?? How long do these temporary suspensions LAST? Is it unreasonable to expect Arenanet to at least tell their customers how long they will be denied access for violations, especially with the moderating being as heavy handed as it is?

It’s really not possible to investigate this without a display name. I can ask the forum team to review, but that info is essential.

We are having issues with the Gem Store at the present time.* We apologize for that. The team is hot on the case, and I think you’ll see this resolved very quickly! (Lots of emails flew around today; we know this is important and it is being given a very high priority.)

The Gem Store issue of earlier today, which was preventing the acceptance of most currency types, is now fixed. Thank you for your patience!