Guild Wars 2

highpielliot.5713:

I gave a code to my friend and he is going to be playing during the trial, im am just curious if my friends account will deactivated meaning that he will lose all of his characters if her were to get the game after the trial.

If your friend upgrades to the full game, he’ll be able to continue playing on his existing characters. Basically, he’ll simply unlock the game and continue.

If I understand you correctly, the answer would be that you cannot install a standard edition twice, so installing from your CD and then upgrading to the DDU wouldn’t do it. A completely separate and full account needs to be purchased.

If that is what you intend, then yes you could download the game onto the system using your account in order to get the files onto the computer. Where I get a little concerned, though, is when you have the account in your name and she wants to separate it into a second autonomous account. Perhaps one of our players who has done this can help you with advice.

You both 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.

There have been no security breaches on our game or company servers. This truly is an individual case, and I hope you are able to track it down and re-secure your system and your game account. Please contact Technical Support if you need assistance.

I imagine you were able to reset through your Account Management page. If not, Support can give you a hand.

Windth.9675:

My friend is having issues logging into the free trial. To me it sounds like she forgot her password or is typing it wrong. She went to click on the forgot password on the client and it brings up a page that says Not Available. She goes to the website recovery to reset her password but it ask for a character name but since it is the free trial she has no character created. I told her to contact support with all valid information but now she panicking cause support with things are known to take days for a reply and the trial ends Nov 18th. So, here I am posting to assure and calm her.

She [chanlycabbage.2739] says this is happening…

I’m using my email address as account name
using the typical password as password
clicking login
“The Account Name of password you entered is invalid. Please check your information and try again.

The only way to get help on this is to continue to discuss with Support. However, I suspect your friend has a Guild Wars account, and it is that character they’re asking about — any character name associated with her GW account.

Doom.9814:

Hello
I have a brother and we both live together. Since there is only 1 account for 1 player, I mailed a free trial key to my brother’s email id and he can play the game using it. Is it by any chance bannable?
And from where can my brother upgrade to a free account? And is there any special offer or something if he wants to buy the key from the site?

No problem playing from the same IP or the same computer, as long as you have separate accounts. (Sharing accounts is prohibited.)

The trial has a “Upgrade to full account” button which your brother can click to get into the purchase page. There is a special offer for those who upgrade; more details in our FAQ, here: https://en.support.guildwars2.com/app/answers/detail/a_id/9268/kw/trial

Davies.4210:

I signed up on the 07/11/2012

Is that November 7th? If so, you should review the trial information, which will point out that you must have had an account in good standing and activated by 6 November.

If that is July 11, please contact Support.

Paul.2745:

I’m not sure if this is the right place for this post, but a friend of mine is having an issue with the free trial. I sent her an activation key last night and she went ahead and downloaded the game. When she enters that key, the game says it is invalid. I’m wondering if I was too late in sending the invite because the number of keys was supposedly limited? Thanks.

I believe she is probably entering the code incorrectly. Have her try again, carefully viewing each number or letter, being sure to not add spaces, etc.

If she continues to have issues, please have her contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Because I just know this is going to arise in a few new players’ minds, I’m entering “Q&A Mode” for this:

Q: Why am I seeing a “Upgrade to a full account” button when I already upgraded?

A: We apologize for the continued presence of the button, but it all relates to events, builds, and so forth. The upgrade button should go away about Noon Pacific Time (8:00 PM GMT; 9:00 CET).

Sincere thanks to those of you who purchased the game — we appreciate your support!

Gilosean.3805:

If I sent a code to the wrong email address, can someone with a different email address use it? Or is a code permanently tied to the email it was sent to?

I think you’ll be ok. Give it a try and let me know, ok? As far as I know, unless the person on that wrong address uses the code, you can send it to the correct address. Unfortunately, if the code was used by the recipient, we cannot provide a new one.

Helkat.6401:

I sent a code to a friend of mine through the refer-a-friend email. Unfortunately, he has to work all weekend, and won’t be using it. Can I send the generated code to someone else, or is it permanently tied to his e-mail address?

Yes, you may (but to avoid conflicts amongst friends, be sure the one person hasn’t already shared and the code is available. )

ridma.3519:

does my friend be able continue his character if he made it during the free trial and then purchased the game afterwards?

Yes., he sure can!

intrepia.5983:

Gaile Gray.6028:

intrepia.5983:

A friend I invited for the free trial is unable to finish creating an account because he is being prompted for his GW1 password, which he doesn’t remember. I didn’t think it was mandatory to link the two accounts, but even if he claims not to have a GW1 account, he is told “A Guild Wars account already exists” and is only given the options of either linking the original Guild Wars account or visiting the support website. Any suggestions?

Is it possible for him to use a different email address? I think that if he purchases the game later, he’d still be able to link the accounts, and in the short term that might be a solution he could try.

This worked, thank you!

Oh great! Thanks a lot for letting me know.

rhizokeel.2065:

At first i registered using my invitational 3-days free play that my friend sent to me, after i registered, i can’t log on gw2 so i decided to use my newly bought cd’s serial code. Then i noticed while i’m playing, there’s a button at the upper left corner of my screen that says “Upgrade to a full account”. My question is, Is that okay? Did the serial code in my CD work?

duckswim.7602:

I also have the same problem, how to do?

Sorry for the button, but it should go away in an hour or two. And thanks to those of you who purchased the game — we appreciate your support!

As it says in the announcement, your account must have been in good standing and created before November 6th.

I am sorry that you were not helped more quickly. We’re having difficulty getting paid by financial institutions while at the same time noting an increase in fraud, so we are necessarily acting with caution. The account notes indicate there is something deemed to be risky about the transaction, and yes, you will be given a refund.

Again, I’m very sorry.

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.

Keep in mind that if your account was compomised (hacked) then your email may also be vulnerable and/or your computer may have a keylogger. You may want to log in from a trusted friend’s computer to get help. (But please keep your credentials private wherever you log in.)

intrepia.5983:

A friend I invited for the free trial is unable to finish creating an account because he is being prompted for his GW1 password, which he doesn’t remember. I didn’t think it was mandatory to link the two accounts, but even if he claims not to have a GW1 account, he is told “A Guild Wars account already exists” and is only given the options of either linking the original Guild Wars account or visiting the support website. Any suggestions?

Is it possible for him to use a different email address? I think that if he purchases the game later, he’d still be able to link the accounts, and in the short term that might be a solution he could try.

XyleHarkyn.7029:

Will these adjustments to the server capacity allow older players to move servers? I’ve been trying to move to Tarnished Vale for about a week now and it’s always full and it will be nice if I could give my friends an answer on where we are going.

I do not know that we will change the “one move per 7 days” rule. But with the adjustments, that should be far less necessary.

Perhaps it’s important to note that “infraction” doesn’t mean the account has necessarily suffered any time-out or penalty. Most “infractions” are in fact simply a warning, a means to tell people to follow the Forum Code of Conduct. We certainly do not mean to drive away good posters, but simply aim to maintain a pleasant and reasonable tone and a high percentage of solid, contributory posts.

One.6321:

Apparently NCSoft is firm on this issue. If you spend gems on anything, and experience any sort of bug when you do- you dont get the item, you get a different item, the wrong quantity etc. then your only recourse is to have your account banned to get a refund on the purchase.

Great way to treat your customers. So glad I paid $70 for this game to be treated this way

What you’ve posted is not accurate. If there truly is a game bug, we’ll bend over backwards to help those who are impacted. Once we’ve established that there is/was a game issue, we make adjustments to make sure the folks get their items. (See the CE/DDE item threads for proof of this.)

Naturally, individual situations take research. Anyone could claim “I bought this thing and it did not arrive.” But if the logs confirm that, we do our best to help. Some items, such as character slots or storage panes, are not eligible for review because they make a permanent impact on the account.

Each case is reviewed individually, and in some cases you will be able to add a code. But remember, the account was flagged for fraud and so we must be very conservative in allowing these accounts to get back into the game.

If someone is a fraudster — not flagged accidentally but actually using a fraudulent CC — we cannot afford to allow them to add another code. If someone is an innocent victim of a fraudulent reseller, we may be able to help.

There are other variables, so you really need to wait for help from the team, and an agent will review this for you. I’m sorry for the wait and hope it all sorts out well for you!

Oh pffft.

It’s not a TL;DR it’s a… umm.. “comprehensive” post!

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.

Glad things are ok.

Any characters — and there are several — that are marked as offensive will not be playable until your suspension expires and you are able to log in. Therefore, you’ll be able to rename the characters when you can log back into the game. In the meantime, the user name will be changed this evening.

Please discuss this with Support. If you have an existing ticket, you can update to make this request. Thanks.

Investigating.

Keyloggers are usually related to computers, and phishing, and personal security, and generally are not specific to a game. They are common with bot and exploit programs, which is one of the reasons we discourage the use of third-party programs.

usnedward.9023:

Just wanted to let peeps here know that I had an issue with resetting my password and since I did not have a support account setup I had to use the web form. I think it took less than or maybe an hour to get them to correct it. I was scared at first because i saw a lot of complaints on service. I however am happy as a lark and it went very smooth.

Thank you for this positive and reassuring post! We are working very hard to reduce the time it takes to respond to issues and in many cases, the answer does come within an hour. We’ll continue to try to lower the time on the complex issues, like fraud and bot appeals, too.

merrydamn.9423:

so yesterday, i decided to change my email, so i contacted the support through my email and they asked me for my cd key. I told them it and they told me the email change was successful, however now when i log in i get a completely different account with a different lv 80 and my account is still there. I asked to change my email instead now i got 2 guild wars accounts with a lv 80 on both of them.

EDIT: To remove personal information

I edited to remove your account names. 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.

Igopewpew.8692:

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!

bluerebelmedia.9514:

As you instructed, I updated my ticket. I’ll check again with my bank, but I still don’t understand why it was voided or what the issue was. Valid card, official store. All this craziness and no explanation. I do appreciate your help, but I really don’t understand.

I agree with Igopewpew, but I’m going to give it the benefit of the doubt and check with the bank tomorrow, but if the money isn’t refunded in the next 48 hours I’ll be back.

And the card has been blocked to prevent me from buying the game.

I’ll stop posting so you can get to other replies.

This is a real shame though. I really wanted to play this game, and all this happens. The half day I played I really enjoyed it.

See ya later guys. Good luck.

I am very sorry, too. If you want to post in the 3-day and older thread, if you need to update, I’ll be sure to review this again. I’m sorry for this, and hope that it’s soon reconciled. (I see two purchases and maybe something triggered some sort of “anti-fraud” concerns, I just don’t know. )

Prinzkaos.4052:

Trial code???? I bought this game for 65$ cash and i even have a receipt. why you guys just restore my game back? is not my fault. i paid for a full game not a trial. and what is a 65$ trial holy kitten.

I am probably in error. At a glance that read like the message that trial account players are getting.

Please stop posting and contact Support. They are the only ones who can tell you what happened.

Igopewpew.8692:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Isn’t it obvious that the problem is not on our side, or our financial institution, it’s on Anet’s side. How else did thousands of people get the exact same problem ? You’re not gonna claim it’s all their fault and their financial institutions right ? Come on it’s overly obvious that it’s Anet’s mistake so they have to rectify it. They took the money, yet they close the account. I had the bankaccount checked a while ago. No money has been refunded whatsoever. So whatever is the underlying issue, I’d like Anet to first of all apologize for accusing me of being a criminal (you didn’t do it but they did in the tickets) and secondly fix the issue I have instead of sending me copy/paste responds without looking into the individual case at all.

Let’s be clear and fair here and not engage in wild speculation.

• If a purchase is refused, the customer is not charged.
• If an account is closed, and if the purchase was made through our store, the purchase price is refunded.

I suppose there can be a lag between closure of the account and the visibility of the refund on a credit card statement, but the team is not simply randomly closing accounts and keeping the money.

Prinzkaos.4052:

this is the msg that im getting
You have not applied a retail serial code to your account and the grace period has ended Until you apply a retail serial code, you will be unable to continue playing gw2. please visit the reailer where you pre-purchased (witch i never did, i bought the whole game on gamestop)to obtain retail serial code

Sounds like you have a trial code and not a full game code. Please talk to Support by filing a ticket through the “Ask a Question” tab on that linked page.

bluerebelmedia.9514:

Gaile Gray.6028:

bluerebelmedia.9514:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.
- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.
No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.
At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.
Ticket ID: 121111-001892

---

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

Dear heavens, I’m so sorry! So, you were charged, you know the charge fully processed, and you were not refunded for that charge?

Yes, got confirmation from the bank when you spoke about some people having a pending charge, and again to check to make sure it hadn’t been refunded, and they sent me the PDF of the charges being processed which I forwarded to the support team.

I was so confident once they saw that, there’d be no issue, then I got the response from support posted above.

edit: This is the first I’m hearing it was voided. But the bank isn’t saying that as of today. Can I get some verification from Support or some proof it’s been voided from your company so I can take it up with the bank since there’s no record of that on their end.

Yes, Support can provide you with that. Update your ticket to request it. (Thanks for the additional info.)

bluerebelmedia.9514:

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.
- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.
No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.
At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.
Ticket ID: 121111-001892

---

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

I checked this ticket. The purchase was voided. Please check for a refund.

bluerebelmedia.9514:

Gaile Gray.6028:

AndroidClone.1706:

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Please be aware that doing a charge-back will result in account closure and the account will not be reinstated in the future. While I appreciate a level of frustration may make it tempting to go through that process, the repercussions are costly (and necessary) and I’d like players to consider continuing to work with our Support Team on these issues, particularly now that they have additional personnel doing reviews of “fraud” issues.

Support has told me via my ticket my account is permanently closed. What process should I go through to either get my account opened, or get my money back?

From whom did you purchase and what is your ticket number?

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

AndroidClone.1706:

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Please be aware that doing a charge-back will result in account closure and the account will not be reinstated in the future. While I appreciate a level of frustration may make it tempting to go through that process, the repercussions are costly (and necessary) and I’d like players to consider continuing to work with our Support Team on these issues, particularly now that they have additional personnel doing reviews of “fraud” issues.

Please review your Account Management page or contact Support.

Back a few weeks ago, we found that completely emptying a mailbox helped with non-received item issues. You should take off anything you wish to keep and completely clear the box. Thanks.

Please — there are a lot of threads to read, can you give me an abbreviated version of this?

Or perhaps this will help: I looked at your account, based on the one ticket and you have only one ticket in the system. That ticket is still open, so what is the issue… briefly?

If you got the Digital Upgrade in the game, I believe your account was automatically upgraded, hence no code was sent to you because the upgrade just happened.

If I’m misunderstanding the question, please do let me know.

What was the ticket number that you submitted self-reporting this name?

Please update your support ticket so that the team can help you. They’ll get this sorted for you.

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

While we are helping most people within 24-48 hours; many are helped within an hour, it depends on the complexity of the issue. Sometimes we need to wait for more information or at times the process takes longer. For tips on what information to provide in a ticket to allow the fastest processing, please read this post.

We have a means for you to follow up, if you wish: If your ticket is three days old or older, you you are welcome to post in the Tickets for Review – 3 days and older thread and we’ll get it on our review list.

PaleKing.5791:

Hi,
I downloaded the game client yesterday and registered a free trial code from an invite. I woke up this morniong and decided just to buy a retail boxed copy, so I then entered the new code and followed instructions under “existing account”. I am in game and playing ok, but I get a message at the top left telling me to “upgrade to full account”. It is not clickable and as far as I understand it I do now have a full account. Any help would be appreciated.

Gaile Gray.6028:

I’ll follow up on this, and thanks for the reports. (And especially, thanks for buying the game!)

More info as I get it.

Update: The “Upgrade to the full game” issue will be addressed when the event starts tomorrow. So no one will be forced to place with that reminder, once he or she has purchased a game.