Guild Wars 2

Mystogan.4157:

if no one is using theres can you send my friend a request?

We would prefer that players send to individuals they know personally. Perhaps your friend can get a trial code from one of the websites that are offering it. Check various press sites for more information.

Akira.9507:

I just bought Guild wars 2 yesterday and i can’t invite friend for “Free Trial Event November 15-18”.

Could you let me invite my friends to play?
because I like this game and need my friend to try.
pelase help.

I would be grateful if you could attend to this matter as soon as possible.

Thankyou.

One of the requirements of inviting friends was that your account must be in good standing and in place before Midnight Pacific on November 6th. Therefore, the newer accounts cannot invite friends for this trial. There’s a very good reason for this: It’s important that we not provide RMTs with a lot of free accounts that they can use to spam advertise their gold-selling sites.

If we have a free trial in the future you would be able to invite a friend at that time.

Thanks for understanding.

zippo burntfur.9307:

True, but it is a issue if you invite 3 people to play then can’t play with them.

Server capacity is being adjusted in such a way that you shouldn’t run into this issue.

Please note: You can register a trial account and download now, but you will not be able to join the event until Thursday at 9:00 AM Pacific Time (which is 5:00 GMT or 6:00 PM CET). The “error message” that you’re getting is awkward, and we apologize for that! But what it’s basically telling you is, “Please come back when the trial event starts.”

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

More info as I get it.

Please discuss this matter with Support. Each issue is handled individually, and you may or may not be allowed to add a new code. Support can inform you about this.

BearArms.1654:

121108-000346

Only posting it again because you said you were using your last update as a mark and my ticket number was posted before that post. Sorry if this is unnecessary.

This is precisely correct and thank you. If I have a marker (in my big ol’ post just above) then I know the ones below are more current then going back pages on the forum posts. Thanks for understanding.

BearArms.1654:

Not sure what the protocol is when a topic moves from one subforum to another, but I’m just going to go ahead and repost my ticket number.

121108-000346

I have to tell you, that move of “my” thread from Account Support to Technical Support threw me for a loop! I got it moved back, as you can see, but I was a bit concerned when it disappeared right out from under me.

Folks — This thread is quite lengthy, and I’m finding when I have an opportunity to do a review, I’m sometimes looking at issues that are fully resolved or have had updates that the player received after s/he asked for help in this thread.

I need to find a way to do these reviews more efficiently, to allow me to help those of you in this thread but also attend to other posts, too, and to attend to my other responsibilities (which extend well beyond the forums). Therefore, I’m going to set my post immediately above as a marker.

If your issue is not on the list above, if the issue is still current, and if it is at least three (3) days old, please re-post briefly here.

I don’t need a lot of details in your post, but I do need to know that the issue is still current and that you haven’t had an final answer from Support.

Update: Saturday through Monday – November 10 – 12 2012

121111-000376 Resolved
121111-000197 Resolved
121110-002820 Resolved
121110-002795 Resolved
121110-002679 Resolved
121110-002031 Resolved
121110-001949 Resolved
121110-001810 Resolved
121110-000711 Resolved
121110-000597, 121110-001459 Resolved
121110-000574 Resolved
121110 000711 Resolved
121109-002621, 121109-000294 Resolved
121109-001935 Resolved
121109-001925 Resolved
121109-001904 Resolved
121109-001818 Resolved
121109-001390 Resolved
121109-001254 Resolved
121109-000673 Resolved
121109-000580 Resolved
121109-000533 Resolved
121109-000492 Resolved
121109-000304  Resolved
121109-000269 Resolved
121108-002602 Resolved
121108-000995; 121108-000995 Resolved
121107-003043 Resolved
121107-002491 Resolved
121107-002316 Resolved
121107-000620, 121107-001481 Resolved
121107-000446 Resolved
121106-000684 Resolved
121106-000468 Resolved
121106-000204 Resolved
121105-002200 Resolved
121102-000090 Resolved
121030-001688 Resolved
121027-000014 Resolved
121030-000601 Resolved; you may add your new code
121106-002590 Should be able to add a new code soon.
121107-001485 Should be resolved very soon.
121106-002554 Please update your ticket after you obtain a secure email provider. The team has not heard from you since 6 Nov
121109-000310 Please check your ticket; you received an answer yesterday
121105-002749 In appeals queue
121026-003093 Fraudulent purchase; under review
121027-000536 Fraudulent purchase; under review
121103-000852 Fraudulent purchase; under review
121027-001889 Fraudulent purchase; code disabled
121028-001786 Fraudulent purchase; code disabled
121030-000689 Fraudulent purchase; code disabled
121030-001699 Fraudulent purchase; code disabled
121031-001634 Fraudulent purchase; code disabled
121101-000206 Fraudulent purchase; code disabled
121101-000769 Fraudulent purchase; code disabled
121109-001357, 121109-000710, 121109-000692, 121109-001207, 121109-000883 Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121027-000291 (and 7 other tickets) Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121110-002674 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121109-002884 Flagged for fraud, but under review
121026-003005  Flagged for fraud, but under review
121108-000965 Botting. Will not be reinstated. Please do not submit further tickets or repost.
121109-000274 Botting; will not be reinstated
121108-001076, 121109-000601 Botting; will not be reinstated
121109-001016 Botting; will not be reinstated
121110-000383 Botting; will not be reinstated
121108-002146 Botting, under review
121110-000184 Botting, under review
121110-000847 Botting, under review
121109-001736 Appears to have charge-backs; under review
121105-000282 Ticket was closed in error; I reopened it to ask that you get the help you need.
121109-002852 Under review; thanks for contacting PayPal – that should help!
121030-000078 Under review; thank you for the updated information
121101-000953 Under review; thank you for the updated information
121108-001176 Under review; thank you for the updated information
121109-000411 Under review; thank you for the updated information
121109-000532 Under review; thank you for the updated information
121111-002238 Under review; thank you for the updated information
121023-002139 Under review due to updated request
121025-001273, 121101-002527 Under review due to updated request
121102-001075 Under review due to updated request
121025-002761 Under review
121107-002636 Under review
121108-000481 Under review
121108-000720 Under review
121108-001287 Under review
121108-002932 Under review
121109-001543 Under review
121110-000139 Under review
121110-002647 Under review
121110-002727 Under review
121111-000201 Under review
121023-001540 Under review

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: Saturday through Monday – November 10 – 12 2012

121111-000376 Resolved
121111-000197 Resolved
121110-002820 Resolved
121110-002795 Resolved
121110-002679 Resolved
121110-002031 Resolved
121110-001949 Resolved
121110-001810 Resolved
121110-000711 Resolved
121110-000597, 121110-001459 Resolved
121110-000574 Resolved
121110 000711 Resolved
121109-002621, 121109-000294 Resolved
121109-001935 Resolved
121109-001925 Resolved
121109-001904 Resolved
121109-001818 Resolved
121109-001390 Resolved
121109-001254 Resolved
121109-000673 Resolved
121109-000580 Resolved
121109-000533 Resolved
121109-000492 Resolved
121109-000304  Resolved
121109-000269 Resolved
121108-002602 Resolved
121108-000995; 121108-000995 Resolved
121107-003043 Resolved
121107-002491 Resolved
121107-002316 Resolved
121107-000620, 121107-001481 Resolved
121107-000446 Resolved
121106-000684 Resolved
121106-000468 Resolved
121106-000204 Resolved
121105-002200 Resolved
121102-000090 Resolved
121030-001688 Resolved
121027-000014 Resolved
121030-000601 Resolved; you may add your new code
121106-002590 Should be able to add a new code soon.
121107-001485 Should be resolved very soon.
121106-002554 Please update your ticket after you obtain a secure email provider. The team has not heard from you since 6 Nov
121109-000310 Please check your ticket; you received an answer yesterday
121105-002749 In appeals queue
121026-003093 Fraudulent purchase; under review
121027-000536 Fraudulent purchase; under review
121103-000852 Fraudulent purchase; under review
121027-001889 Fraudulent purchase; code disabled
121028-001786 Fraudulent purchase; code disabled
121030-000689 Fraudulent purchase; code disabled
121030-001699 Fraudulent purchase; code disabled
121031-001634 Fraudulent purchase; code disabled
121101-000206 Fraudulent purchase; code disabled
121101-000769 Fraudulent purchase; code disabled
121109-001357, 121109-000710, 121109-000692, 121109-001207, 121109-000883 Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121027-000291 (and 7 other tickets) Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121110-002674 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121109-002884 Flagged for fraud, but under review
121026-003005  Flagged for fraud, but under review
121108-000965 Botting. Will not be reinstated. Please do not submit further tickets or repost.
121109-000274 Botting; will not be reinstated
121108-001076, 121109-000601 Botting; will not be reinstated
121109-001016 Botting; will not be reinstated
121110-000383 Botting; will not be reinstated
121108-002146 Botting, under review
121110-000184 Botting, under review
121110-000847 Botting, under review
121109-001736 Appears to have charge-backs; under review
121105-000282 Ticket was closed in error; I reopened it to ask that you get the help you need.
121109-002852 Under review; thanks for contacting PayPal – that should help!
121030-000078 Under review; thank you for the updated information
121101-000953 Under review; thank you for the updated information
121108-001176 Under review; thank you for the updated information
121109-000411 Under review; thank you for the updated information
121109-000532 Under review; thank you for the updated information
121111-002238 Under review; thank you for the updated information
121023-002139 Under review due to updated request
121025-001273, 121101-002527 Under review due to updated request
121102-001075 Under review due to updated request
121025-002761 Under review
121107-002636 Under review
121108-000481 Under review
121108-000720 Under review
121108-001287 Under review
121108-002932 Under review
121109-001543 Under review
121110-000139 Under review
121110-002647 Under review
121110-002727 Under review
121111-000201 Under review
121023-001540 Under review

Drachdhar.7016:

Incident: 121111-002238

Closing quickly on five days now.

Five days? No, this is just 2 days old. You may post again tomorrow evening, 11/14.

Puffy.2107:

support ticket #121112-000568

Also just a day or two days old.

Lord Freeze.3574:

Ticket # – 121111-000201

No matter what your location, this is still just two days old.

For fairness, I’m not researching tickets newer than three full days in age. Please do not post until your ticket truly is at least 3 days old or older, as the subject line states. Thank you for understanding.

Xandror.2356:

Well I just received notice that my account suspension has been lifted which honestly shocked me after all my belly aching about it.

You just need to give us a little time, and we’ll go out of our way to be fair!

Glad you’re ok now.

Igopewpew.8692:

Gaile, I just got a response on my ticket saying my code was obtained fraudulently. This while it was directly purchased off your site. They say the buyer used stolen credentials ? My “buyer” would like to contact you guys, preferably through phone to set things straight. Is there any option for him to get in contact within a regular time frame because tickets don’t seem to be a reasonable tool to have a decent conversation. Please let me know,

PS : Asking for elaboration got me a copy-paste message from the same GM. Where on earth is the service ?
Airi

Oddly, I just sent an email to the team asking why our players were getting this message when they purchase from us. Some people are cheated by third-party sellers. Some players do use a fake/fraudulent CC to purchase from us. But the message that some people are getting is sort of mixed up.

I’m sorry for the confusion — for you and for others who got that message — and I’m working on getting things more clearly expressed for everyone.

wellwalker.5370:

Hello
my guild wars account has banned for 25 days now as I was hacked and ‘permanently terminated for engaging or assisting in real world trading’ I have received emails that my account was logged on in China and North america, and since I live in Australia, this is not me. Could someone please help me as i don’t want to buy the game again and I really enjoyed playing it

My ticket —-001:000643:01120-—

Sorry, this is not a valid ticket number. Could you please repost the correct number?

Scone Expenditures.1097:

Gaile Gray.6028:

The question of high-capacity worlds is always with us. The best solution is often to mutually choose another world and have the guild move there. This can have an additional benefit in that a world with a lower population may allow the guild to add new members, where simply moving a single player to a full server (something we incidentally do not have the capacity to do) will only solve the problem in the short term and the minute the guild wants to add a new member, they’re in the same situation again.

Yeah i see your point but i have been with these guys for a while and im not sure they would be willing to move all 200+ members over to another world.
Its always full. I need to move there. Im just a commander trying to get back to his guild, can you help or no.

As far as I know there are no plans to enable some sort of “preferred transfer protocol” for any player.

Your account may have been compromised and the “closure” was put in place to try to protect you. Please do contact Support and they will try to help.

Please, if someone says they see you online, change your password immediately. Consider doing a full system check to remove any trojans or keyloggers, too. That’s just a scary thing, and changing the password is free and easy and gives you an extra level of security!

Dark Revan.7634:

Gaile Gray.6028:

Dark Revan.7634:

Gaile Gray.6028:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Rengaru.4730:

Wow, so I got hit by the banhammer as well…
For botting apparently…
I just hope I’ll get my account back before the 15th…

If I don’t have my account back before the 15th, I’ll scream.

If I don’t get my account by the 15th I’m out. No joke, if I am not back in the game like I should be, since I have done nothing wrong, then its time to look for something else. I would be too pissed that I lost out on the Lost Shore update to continue.

Right there with you. I can honestly say I haven’t had any issues with this game or ANet since purchasing it in September, but I’m starting to feel a bit jaded. Let’s be honest, they are clearly not working as hard on this issue as they should be, or this thread wouldn’t be full of angry and disappointed customers having the same problems over the course of several days.

Not working hard enough on the issue? I’m pretty sure they don’t even view it as such unfortunately. More people got banned today and It will continue to happen until they own up to their mistakes and decide to actually fix this mess.

Yikes. Yeah, I was starting to get really disheartened as to the lack of any sort of official response on the matter, but I wasn’t aware that they aren’t considering it a real issue. Good to know that ANet has become another company that forgets their customers exist once money changes hands.

We assuredly are considering this a important issue, and I’ve been posting on this thread for two days, so there definitely have been official responses.

Our issue here is the fact that it was said there was so few false positives and that a lot of us were botters. For someone that has never done and will never do such things and then seeing so many decent people here begging for their accounts back seems to make me think otherwise.

This is a rumour that you need to stop circulating. Yes, you and everyone else who has said it!

No one has said “A lot of you are botters.” We have said “Some of the people posting here are botters.” And that is 100% true!

Please don’t twist a gentle “Keep in mind that not all of these appeals are legitimate” into a “All of you are bad people” because no one is saying that!

I apologise if what I said was twisting words, I am as you can probably see frustrated that I have had to wait almost 3 days for a “bot” response and I am still not able to play, not because I did something wrong but because someone somewhere screwed up and banned me. So you can see that when you say thing like “some people who are posting here are botters” could offend me, if a-net has banned me for “botting” it is because they consider me to be one or I would’nt have been banned in the first place.

I completely understand and sympathize with your frustration.

Ophelia Better.7195:

But Gaille some of your post seem to be a bit different than the facts:

1. - 2012/10/25 11:14:29 AM (2012/10/25 07:14:29 UTC-4)
   Gaile Gray
   ArenaNet Poster
   “But I’m super happy that once someone gets a new code, s/he can get back into the game on the existing account!”

1. - 2012/10/25 03:53:31 PM (2012/10/25 11:53:31 UTC-4)
   Gaile Gray
   ArenaNet Poster
   •Players learns the serial code is invalid and that he/she needs to seek a refund from the (unauthorized) seller or reseller. The good news in situations like this is that generally, once the player obtains a new serial code, he or she can continue to play on the existing account.

This does not seem to be the way the fraud purchased accounts are being handled. They are being closed. So while I waited to recover the account with the new A-Net purchased code, I was just wasting my time based on your information. But at least you are trying, the only response from investigation team has been an automated response, even the one closing the account. The statements in the response did not reflect the information in the ticket, so one would assume the easy path is to just close the account and send the automated response “please by another copy of GW2”

This is something I’m pursuing, because there has been a change and the team has explained why, and I understand the change, but I want to see if we can continue to review on a case-by-case basis and allow some players to resume play on the existing account.

Unfortunately, words, once posted, are hard to take back. What I said was accurate at the time, but in the fluid development of best-practices for support, that has changed. I’m very sorry for any confusion caused by the changes, and I’ll see what I can learn about this in the next couple of days.

squall.7093:

Gaile Gray.6028:

squall.7093:

Gaile Gray.6028:

A few things:

• If your account was terminated for Botting or for Fraud, please submit a ticket. Go here and file a ticket through the “Ask a Question” tab on that linked page.

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

• If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

This isn’t a sub-forum for discussion, so please keep this topic-based, providing information on the incident but keeping the chatter to a minimum so we can focus on helping you.

What if we already filed a ticket. Should we put in another one as well? Or is that post for all the new people coming here who haven’t filed a ticket?

If you put in a ticket, you’re good and will be helped as soon as possible. Thank you for asking, I’ll fix my post to reflect that.

Thank you again Gaile for another day of hard work on a day off. I was wondering because when I was banned and I did not know how to submit tickets properly I sent in more than one. Is there anyway to delete the other ones so that I wont have to wait as long? I wish I found this forum first, but I saw submitting a ticket first.

Well, first, thanks but this is my work day, so I’m just doing what I do. Kind thoughts are appreciated, though.

Secondly, you can close out any ticket that you created. If you open the ticket in the Support interface, you can close it yourself and keep the first ticket open. Now, if you have new info, you can add it to your first ticket and the agents will see that as they review the case.

Dark Revan.7634:

Gaile Gray.6028:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Rengaru.4730:

Wow, so I got hit by the banhammer as well…
For botting apparently…
I just hope I’ll get my account back before the 15th…

If I don’t have my account back before the 15th, I’ll scream.

If I don’t get my account by the 15th I’m out. No joke, if I am not back in the game like I should be, since I have done nothing wrong, then its time to look for something else. I would be too pissed that I lost out on the Lost Shore update to continue.

Right there with you. I can honestly say I haven’t had any issues with this game or ANet since purchasing it in September, but I’m starting to feel a bit jaded. Let’s be honest, they are clearly not working as hard on this issue as they should be, or this thread wouldn’t be full of angry and disappointed customers having the same problems over the course of several days.

Not working hard enough on the issue? I’m pretty sure they don’t even view it as such unfortunately. More people got banned today and It will continue to happen until they own up to their mistakes and decide to actually fix this mess.

Yikes. Yeah, I was starting to get really disheartened as to the lack of any sort of official response on the matter, but I wasn’t aware that they aren’t considering it a real issue. Good to know that ANet has become another company that forgets their customers exist once money changes hands.

We assuredly are considering this a important issue, and I’ve been posting on this thread for two days, so there definitely have been official responses.

Our issue here is the fact that it was said there was so few false positives and that a lot of us were botters. For someone that has never done and will never do such things and then seeing so many decent people here begging for their accounts back seems to make me think otherwise.

This is a rumour that you need to stop circulating. Yes, you and everyone else who has said it!

No one has said “A lot of you are botters.” We have said “Some of the people posting here are botters.” And that is 100% true!

Please don’t twist a gentle “Keep in mind that not all of these appeals are legitimate” into a “All of you are bad people” because no one is saying that!

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Rengaru.4730:

Wow, so I got hit by the banhammer as well…
For botting apparently…
I just hope I’ll get my account back before the 15th…

If I don’t have my account back before the 15th, I’ll scream.

If I don’t get my account by the 15th I’m out. No joke, if I am not back in the game like I should be, since I have done nothing wrong, then its time to look for something else. I would be too pissed that I lost out on the Lost Shore update to continue.

Right there with you. I can honestly say I haven’t had any issues with this game or ANet since purchasing it in September, but I’m starting to feel a bit jaded. Let’s be honest, they are clearly not working as hard on this issue as they should be, or this thread wouldn’t be full of angry and disappointed customers having the same problems over the course of several days.

Not working hard enough on the issue? I’m pretty sure they don’t even view it as such unfortunately. More people got banned today and It will continue to happen until they own up to their mistakes and decide to actually fix this mess.

Yikes. Yeah, I was starting to get really disheartened as to the lack of any sort of official response on the matter, but I wasn’t aware that they aren’t considering it a real issue. Good to know that ANet has become another company that forgets their customers exist once money changes hands.

We assuredly are considering this a important issue, and I’ve been posting on this thread for two days, so there definitely have been official responses.

squall.7093:

Gaile Gray.6028:

A few things:

• If your account was terminated for Botting or for Fraud, please submit a ticket. Go here and file a ticket through the “Ask a Question” tab on that linked page.

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

• If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

This isn’t a sub-forum for discussion, so please keep this topic-based, providing information on the incident but keeping the chatter to a minimum so we can focus on helping you.

What if we already filed a ticket. Should we put in another one as well? Or is that post for all the new people coming here who haven’t filed a ticket?

If you put in a ticket, you’re good and will be helped as soon as possible. Thank you for asking, I’ll fix my post to reflect that.

A few things:

• If your account was terminated for Botting or for Fraud, please submit a ticket. If you submitted a ticket, that’s great — you’re good to go and will be helped as soon as possible. If you need to submit a ticket, to here and file a ticket through the “Ask a Question” tab on that linked page.
• For tips on what information to provide in a ticket, please read this post.
• If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

This isn’t a discussion/chat sub-forum for discussion, so please keep this topic-based, providing information on the incident but keeping the chatter to a minimum so we can focus on helping you. Please note that some threads are being removed to allow us to concentrate on the issues.

If your account was terminated for fraud:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

As you’re probably aware, we have a thread where players are invited to post if they have been waiting for three days or longer for a resolution of their support issue. That thread is the Tickets for Review thread, which is at the top of this Account Support sub-forum.

However, sometimes folks want to post about their issue right away. In order to keep things tidy and not have scattered and random posts on the forums, we’re building a single thread where you can post if you want to comment on your issue related to your account being suspended or terminated.

We will be reviewing this thread, and we occasionally use it to gather information, so look for the “red posts” from staff members. And please remember to use the “Tickets for Review” thread for follow-ups.

Thanks.

Drachdhar.7016:

For Gaile:

Account is not yet cancelled, but still waiting for a reply for my ticket which now is five days old and I am naturally predicting the worst outcome – just my luck.
So here comes some info about my buy.

Date: 07/11/12 during the evening GMT+1
Store: guildwars2.com/shop
Charge Status: Pending, ie money is reserved and untouchable by me.
Card and Bank: Visa, Swedbank
Incident Number: 121111-002238

Are you unable to play? When did you first find you were blocked?

nanze.2876:

does anybody know the ticket’ status “waiting” ?
what does it means ? user’s comment ? or something ?

It means that it is in queue to be addressed by an agent. Waiting is an ok thing — it will be answered soon.

kcchang.3168:

Hi Gaile,

1. Purchased on 11/6/2012
2. Yes, bought from official website the buy.guildwars2.com with my own credit card
3. I called the bank. They authorized the payment and give me the auth code: 555756
4. Ticket #121108-000371

Thanks a million for helping, Gaile

Are you able to play the game? If not, when did you start playing and when were you blocked from playing? Thank you.

horsicorn.8649:

I personally bought the game from buy.guildwars2.com using my dad’s credit card (is that allowed?) on November 7th, 2012. The credit card was not charged for the purchase of the game, nor is the purchase “pending”, it’s simply not there. 121110-001784

Thanks for looking into this, it’s nice to know at least Arenanet knows there’s a problem…

This is very interesting. When did you start playing? When was your account closed?

Glad to have helped. Thanks for the kind words!

The question of high-capacity worlds is always with us. The best solution is often to mutually choose another world and have the guild move there. This can have an additional benefit in that a world with a lower population may allow the guild to add new members, where simply moving a single player to a full server (something we incidentally do not have the capacity to do) will only solve the problem in the short term and the minute the guild wants to add a new member, they’re in the same situation again.

You can update your ticket but please do not make a new ticket.

Shadaka.1978:

if i have a couple guild mates with me for help on the heart quests, how do i have any guarantee i will not be perma banned!

As I tried to explain in the previous post, each case is reviewed individually. If you’re botting, having guildies with you will not prevent you from being banned. Whether you are in a guild or not in a guild, botting will result in account termination.

Once he has registered he can download the game.

If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

I suggest he contact Support by filing a ticket through the “Ask a Question” tab on that linked page and ask what they recommend. If he provides as much info as possible from the list in this post he will save time.

Omne.4603:

I am a paying customer who has no marks or warnings against his account and recently found out that my account has been locked due to others trying to access it illegally. Now were the process to reverse this lock quick or simple I would not have a problem but this is not the case. So far I am being asked to play detective and find a serial code that I did not receive as I purchased digital deluxe. To further compound the issue this matter is resolved via the regular ticket system and as such it is part of a que. So to recap I am a paying customer and am now significantly inconvenienced not due to my own incompetence or noncompliance but because a system that is in place to protect users, can be exploited quite easily simply by knowing their email address. I find this to be unacceptable and i’m surprised that this system was actually proposed, brought to meetings and given approval without anyone in any of those steps realizing that this system is easily exploited. Between this and all of the people I know being banned due to false positives in their system, I am disappointed. This treatment of customers is unprofessional and causes me to lose a great deal of respect for Arenanet.

First, it’s important that you know your account was not compromised through us. Somewhere in your personal security you had an exploitable element that allowed someone to steal possession of your account. Usually this happens through the use of shared credentials, but it can come through other sources. For more information, please see Mike O’Brien’s article on account security.

In the meantime, you should also be aware that once an account has been compromised, it must be viewed very carefully, as a protection for the real account owner. Every day we get dozens of requests to “return my account to my possession” from people who do not own the account!

I sympathize that it takes a little time to get an account back into the game, but the security is worthwhile and necessary and we ask for your patience.

I would strongly suggest that you change your password, and use one that is complex and used only for Guild Wars 2.

In the meantime, I’ll ask the team about this, but the person I’d speak to is unavailable at the present time.

Noltrach.3087:

Is it possible to start a new account and transfer a current character on my account to the new one?

No, it absolutely is not possible. I do not foresee that this option will ever be offered, given the coding of the game.

No one is doing “random sweeps.” Those blocked for bots are not “in the wrong place at the wrong time” but meet a series of parameters that determine they were botting.

Innocent players are not often caught in the bot net. Sadly, it does happen, but we’ll definitely make it a priority to reinstate those who are blocked in error. In the meantime, you’re free to go about your business if you are a legitimate player.

Keith Weisshar.5720:

Why do I get a message Upgrade to a full account the next time I login to the game after I applied the free trial key to my own account from the invite a friend email that I sent to myself that already has the purchased game. Does it mean that I lost the full access to the game. My previous four digit code after the display name was 9710 but is overwritten with 5720 and the account now shows trial status with a message upgrade to a full account.

The real question is, why would you invite yourself to join a trial for a game you already owned? I don’t think the system necessarily is set up to check against this, as it would be entirely fruitless for someone to add a trial code to an existing account.

Can you explain why you did this, so I can discuss whether this is an issue with the team? Thank you.

The only way you can find out if you’ll be able to do this is to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Find out what info to provide (to establish your ownership of the account) in this post.

It sounds as if your account was compromised and use for illicit behavior, like botting or gold deliveries. I am sorry to hear that.

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.

So this is on the registration site or on the game client, Groggy?

If it’s on the game client, no worries — they’re getting the message because the event doesn’t start until Thursday. If it’s on the actual registration page, I’d like to learn more.

If you a have questions about the Free Trial Event, please post here.

Some info for you:

• The Trial Event (Refer-A-Friend event) begins at 9:00 AM Pacific Time on Thursday, which is 5:00 PM GMT and 6:00 PM CET. It ends on Sunday night Pacific Time.

• We’re aware that some people are seeing the “Upgrade to a full account” flag even after they purchase Guild Wars 2. We’re looking into this.

• The error message that you see after you’ve downloaded the client basically — while admittedly a bit strangely worded — simply is telling you to come back on Thursday to join the event. In other words, the event is not live yet.

Whether there is a filter or not is immaterial. We do not and will not force people to use a filter — it’s there as an imperfect means of trying to cull some offensive usage, but it’s not there as a “license to swear.”

You may not swear or use offensive language or names in our game. A real-life context is: I may or may not have a lock on my front door. But you cannot waltz into my house without my permission if I don’t have a lock. Same thing — the user may or may not be using the word filter, but you can’t use offensive chat.

Lastly, people don’t get suspended because they are reported. They are reviewed when we note the behavior or when it is reported, but action is only taken when it’s appropriate.

miles w.3218:

thats the ban screen, that pops up for me

This is not a “ban” screen. You were suspended for unacceptable behavior, as explained in the screen you saw when trying to log into the game.

Thanks for this report. I will pass it along.

I wanted to let you know that the team is aware of this issue and is discussing the matter via email and will no doubt sort out a resolution in the near future. I don’t have any other information yet, but I did see emails passing through about this, so it’s good for you to know it’s a known issue.