Guild Wars 2

I think you guys need 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 — which might expedite your answer — please read this post.

We would very much like to help you complete your generous gifting, but this is a situation that needs to be addressed privately to our Support Team so they can help. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Each situation is reviewed individually. In some cases, what you’re asking may be possible, but in others it will not be. (The reasons are complicated, but correlate to our intentions to maintain the best in security, to address any ownership questions, and to curtail RMT activity.)

Please do continue the discussion with Support and they’ll let you know how this can be resolved for you.

I’m gathering info in another thread, as Kaosuyousei points out. I’ll close this one and invite you to post in the Blocked/suspended/terminated thread.

ChicknFingrs.8074:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

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

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

Hey Gaile, just wanted to let you know that we really do appeciate your work and the support teams work.

That’s very kind. It’s good to settle issues and get legitimate players back in the game!

Daelowana.7319:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

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

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

I think with some CC’s if the original processor doesn’t accept the funds within a certain amount of time the Pending charge may drop and funds would be returned to the card. I do believe you are onto something with billing tho Gale. At least for a percentage of us.

That’s a good question to ask our billing team. Thanks!

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

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

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

Callipygous.9438:

Gaile Gray.6028:

Callipygous.9438:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

I’m really disappointed that it appears this is the tone you chose to take with this matter. While you may mean other people aside from me, it feels like your tone is basically, “alright, be quiet, most of you are actually botters anyways.” It’s accusatory and insulting, more so than the actual ban itself. I understand your desire to control the damage, but understand that there are actual people on the other end. I feel like I was going about playing my game only to be called out and then treated like a criminal in prison who protests his guilt.

Now tell me, if you were in the same situation, how would you feel? How do you think many people feel when they look for someone with authority to make sense of it and feel like they’re being demonized – even when they know they’ve done nothing wrong?

I understand where you’re coming from, I really, really do. I’m sure there have been botters who have posted here claiming innocence. But don’t you understand how that comes across to those who are actually innocent? Do you not understand how it could be an incredibly insulting tone to take? I am not trying to attack you, I am simply trying to communicate my frustration about this to (most likely) the only person who will read it. I really hope you understand.

You have completely misunderstood my comments. I believe that many people posting here legitimately have problems and genuinely need and deserve our help. I merely point out that every day, I see tickets from RMTers and botters, and it’s a fact — and probably no surprise — that some of those who claim to be innocent are not innocent at all.

I believe that I have expressed myself in a way that players understand. And I truly feel that it’s important for legitimate players to know that some of those they think are “kindred spirits” are just hoping to ride back onto their cheated accounts on the coattails of the innocent, reinstated players. At no time have I indicated, nor have I felt, that we should reduce our diligent efforts before “most of you are botters.”

We work very hard to help every legitimate player get back onto his/her account. And we will continue to do so. If we make an error, we will own up to that and make it right. (Hence the entire existence of the “Tickets for Review” thread — another means to ensure we do help legitimate players!) But, bottom line, not everyone who submits a ticket or writes a forum post is going to get reinstated because some are not legitimate. It’s really that simple, and I hope you

I do not at all question your desire to do the right thing. However, this impression was formed after reading many of your posts – most notably, the one where you claim that the number of people who are actually being banned unjustly are much, much smaller in number than it would appear based on this forum thread. To me, that would suggest that the majority of people in this thread do not have a real case according to you. This would be why I paraphrased the way I did, albeit rather bluntly.

Now, if you think that based on this information it is simply my misunderstanding, that may be true. I’m a bit rattled by this – after all, I’ve been playing MMOs (plural) for over 10 years, and never have I ever been accused of such a thing. Mixed with the fact that the first thing I see from ArenaNet is your claim that only a small portion of people are actually innocent, and the feeling that I’m about to be railroaded for something I didn’t do is nearly palpable.

I did nothing but sing the praises of your company, even when the few people I played with have abandoned the game because it was not to their liking in one way or another. This feels a bit like betrayal, and the word of the only person associated with the company seems cold and unattached. My reaction is tied to this.

So please, do forgive MY tone. I understand you want to do what is right, as do most people who are not defective. Just… understand the impression this entire process gives some people, myself included. I am clearly not alone in coming to this conclusion or else this thread would not have taken the tone it has.

I understand completely. I may not have been clear about something I said: I didn’t want players to think “Dear lord, there are a lot of posts about banned players” and assume that we have a lot of banned players. I wanted to say, with the comment you mentioned above, that “Yes, there are quite a number of posts, and it may deceive you to believe that there are a gazillion banned players, and that is not the case.”

As Mike O’Brien mentioned in his article about account security, few players have their accounts stolen. I think it was something like one-quater of one-hundreth of one percent of players. And the same is true with “banned for fraud when I did nothing fraudulent.” So it grieves all of us if it happens to anyone but I wanted to be sure that folks understood that looking at a forum thread may give a deceptive view of the numbers.

And again, when it’s you, it doesn’t really matter if it’s one player or a billion, and I do completely understand that!

(And P.S., just me to you: I’m anything but “cold and unattached.” That is why I’m here, posting and sending emails and looking into this issue on the weekend, my “time off.” )

buyurgan.6023:

Please indicate the date you purchased the game.
11/3/2012

Please check your credit card statement and verify if you were or were not charged for the game.
I can’t check it right now cause it is middle of the night but I’m pretty sure it’s charged and legit cause it wouldn’t progress and let me play 2 days without it.

Please post your Incident / Ticket Number here.
121108-000029

When you have a chance, could you confirm whether it’s fully charged or pending? Thnk you!

Reinth.1498:

I’m really disappointed that it appears this is the tone you chose to take with this matter. While you may mean other people aside from me, it feels like your tone is basically, “alright, be quiet, most of you are actually botters anyways.” It’s accusatory and insulting, more so than the actual ban itself. I understand your desire to control the damage, but understand that there are actual people on the other end. I feel like I was going about playing my game only to be called out and then treated like a criminal in prison who protests his guilt.

Now tell me, if you were in the same situation, how would you feel? How do you think many people feel when they look for someone with authority to make sense of it and feel like they’re being demonized – even when they know they’ve done nothing wrong?

I understand where you’re coming from, I really, really do. I’m sure there have been botters who have posted here claiming innocence. But don’t you understand how that comes across to those who are actually innocent? Do you not understand how it could be an incredibly insulting tone to take? I am not trying to attack you, I am simply trying to communicate my frustration about this to (most likely) the only person who will read it. I really hope you understand.

I agree.

We, the victims, have nowhere else to go. What actually pissed me off even more, some got their accounts back but some who have appealed earlier haven’t. What is this? Can we at least get informed via email or GW2 account mail about what the problem is?

Sometimes a case is easier to solve than another. Sometimes a player gives us all the info we need to verify ownership. Other times, the player gives us minimal info and requires a lot of “back and forth” to prove he or she really does own the account.

Sometimes, there are confusing details that we see behind the scenes. Like “That account was accessed from China, but nothing was stolen.” Those are edge cases, sure, but they require extra diligence on our case to try to find out exactly what happened, in part to provide the best help to the real account owner.

It’s true that some tickets can be resolved in a day, and others take more than a week. We do our best to handle “in the order received” and to make sure that agents who are expert in a particular area — fraud, account theft, technical support — handle the tickets they best can help resolve.

Callipygous.9438:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

I’m really disappointed that it appears this is the tone you chose to take with this matter. While you may mean other people aside from me, it feels like your tone is basically, “alright, be quiet, most of you are actually botters anyways.” It’s accusatory and insulting, more so than the actual ban itself. I understand your desire to control the damage, but understand that there are actual people on the other end. I feel like I was going about playing my game only to be called out and then treated like a criminal in prison who protests his guilt.

Now tell me, if you were in the same situation, how would you feel? How do you think many people feel when they look for someone with authority to make sense of it and feel like they’re being demonized – even when they know they’ve done nothing wrong?

I understand where you’re coming from, I really, really do. I’m sure there have been botters who have posted here claiming innocence. But don’t you understand how that comes across to those who are actually innocent? Do you not understand how it could be an incredibly insulting tone to take? I am not trying to attack you, I am simply trying to communicate my frustration about this to (most likely) the only person who will read it. I really hope you understand.

You have completely misunderstood my comments. I believe that many people posting here legitimately have problems and genuinely need and deserve our help. I merely point out that every day, I see tickets from RMTers and botters, and it’s a fact — and probably no surprise — that some of those who claim to be innocent are not innocent at all.

I believe that I have expressed myself in a way that players understand. And I truly feel that it’s important for legitimate players to know that some of those they think are “kindred spirits” are just hoping to ride back onto their cheated accounts on the coattails of the innocent, reinstated players. At no time have I indicated, nor have I felt, that we should reduce our diligent efforts before “most of you are botters.”

We work very hard to help every legitimate player get back onto his/her account. And we will continue to do so. If we make an error, we will own up to that and make it right. (Hence the entire existence of the “Tickets for Review” thread — another means to ensure we do help legitimate players!) But, bottom line, not everyone who submits a ticket or writes a forum post is going to get reinstated because some are not legitimate. It’s really that simple, and I hope you

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

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

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Daelowana.7319:

Well, I’m feeling more confident after reading Gale’s posts that this is a much bigger issue than me. Thanks for your attention. We know you’re doing your best.

Thank you for your help and for your kind words. I do understand how frustrating this is, and we all want to do the best we can for our players!

KrisV.5612:

Gaile Gray.6028:

There are now five things I want to know, so I can focus the investigation:

• 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.

Thank you.

But their not the only ones with the problem. What about us who was wrongfully terminated for botting.

Kris — I totally understand your concerns! Each ticket will be reviewed and resolved. I happen to be gathering information on purchases in relation to account closures for “fraud.”

The bot appeals will be reviewed, no worries!

Daelowana.7319:

Gaile Gray.6028:

Daelowana.7319:

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Is the charge paid or pending? (I may be noticing a trend, so I want to make sure.)

Pending, but for 59.99 from CHARGE.NCSOFT.COM. I think you may be onto something

Interesting. So you purchased on November 7, played until November 9, and the charge is still “pending” on November 11?

May I ask generally where you are located?

There are now five things I want to know, so I can focus the investigation:

• 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.

Thank you.

Reinth.1498:

Sorry but can I get some attention from you Gaile? [Incident: 121110-002158]

And I did submit all information needed in the ticket.

No. That is not why I am in the thread, and I ask that players not petition me for personal assistance. As much as I would like to help everyone, I do not have the bandwidth to do that, so please await assistance from the team and, if you need further help after three days, post in the Tickets for Review thread at the top of the forums.

Daelowana.7319:

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Is the charge paid or pending? (I may be noticing a trend, so I want to make sure.)

ChicknFingrs.8074:

Gaile Gray.6028:

ChicknFingrs.8074:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

Most of us are legitimate players having issues. I was hoping to have a relaxing weekend and enjoy GW2 but now i have to wait until i get a response on my ticket and see if my ban gets lifted

My ticket number is 121110-003153

Please answer all three questions above. Thank you.

I didnt buy GW2 from the guild wars 2 site, i bought it from Best Buy.

Well, they are a partner, so we should be able to look into this thoroughly for you.

ChicknFingrs.8074:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

Most of us are legitimate players having issues. I was hoping to have a relaxing weekend and enjoy GW2 but now i have to wait until i get a response on my ticket and see if my ban gets lifted

My ticket number is 121110-003153

Please answer all three questions above. Thank you.

Daelowana.7319:

If anyone would from support would care to contact me, please feel free to private message me. I was a direct purchaser through guildwars2 official site and have been blocked for fraud.

Sorry, that’s now the way it works. I am one person trying to gather information that may help many players. If you have information to share, you can post it here if you wish or naturally your ticket will be reviewed and your situation handled to the best of our ability. I simply do not have time to engage in a PM conversation at this time.

Kurt.5973:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

Order date: 11/7/2012

[Incident: 121110-002647]

it’s waiting in progress contacted bank they are managing with that

Sorry, you purchased 4 days ago and the payment still is “in progress?” What does “they are managing with that” mean?

DarK.1839:

Got this disgustingly copy pasted response..
Doesn’t even make sense. I bought the code myself and applied it myself. The only weird thing ever to happen was a random connection attempt from China, but I thought that was a normal thing since I’ve seen people on reddit show 50 attempts in a day. I also changed my password after this just in case. Not sure if that flagged it?

Hello,

The Guild Wars 2 Serial Code used to create your Guild Wars 2 game account was initially purchased from our site fraudulently. The alleged “buyer” had used stolen credentials then sold or transferred that account to you.

This resulted in the serial code and game account to be permanently closed.

If you purchased this serial code from a website other than www.guildwars2.com we recommend contacting the unauthorized reseller from whom you purchased the serial code for a full refund.

While this fraudulently purchased account is closed, we encourage you to buy an official physical retail copy from an authorized seller or digital serial code at http://buy.guildwars2.com.

Unfortunately, there is no further assistance we can provide for this issue.

Regards,
[Blanked]
NCsoft Payment Review

I’m wondering if you were hacked (based on the attempts you noted from China) and that you were simply “flagged” in the system with the wrong error.

Please don’t be offended by “copy pasted” answers. There are legitimate reasons to use a standard type of response for these issues. If we “ad lib” every one, we might forget some of the valuable information we need to share, so using a response that has the same key components is really the best way to answer player concerns.

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

Toble.2968:

Hey Gaile,

Any news on how the system is going to be fixed?

Not only is there is innocent banning problem, but people with fraudulent Serial codes who bought from the Gw2 site is worrying me?

I do not even know that there is an issue yet. I’m still gathering information on these cases (and I believe them to be few) after which the teams involved in the site will review them to see if there is an issue on our side or perhaps with the other participants involved in the sales flow, such as the bank or CC holder.

Penthos.5148:

UPDATE: ACCOUNT RESTORED!

After close to 64 hours of being permanently banned, the status of my account was changed to ‘Hacked Account’ and then a few minutes later it was changed to ‘Access Restored’.

Support wrote that my account had been hacked and being used for botting. Then it was caught in the Bot Sweep and terminated. If that’s what really went down, I’ll probably never know… but I AM glad to have my account back.

Best of luck to everyone else suffering from this issue, I hope you all get your accounts back ASAP.

Just so you know, that’s precisely what happens in a lot of cases. Sort of the “Triple Whammy of Nastiness” in my opinion. Someone steals your account, usually steals your stuff, and then uses the account for botting and gets it banned.

So you may be sleeping and wake up to find all this mess has arisen while you slumbered. We do work very hard to get people back on their accounts as soon as possible, but it takes time, because security caution requires that we ensure we’re giving the account back to the real owner.

This is why if someone is banned unjustly, he or she should submit a ticket with as much info as possible, so the team can look into the account and, perhaps, restore it without having to request additional “proof of ownership.” Info can be found in the article on account security and with our tips on filling a ticket.

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• 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.

Thank you for your help with this.

Please note that this thread is not intended to expedite your ticket. Please do not post here simply as a means to try to get to the front of the queue. Post if you want to share the above information, and if your situation exactly mirrors what I’m investigating, but beyond that we’re not using this thread to expedite or follow up on tickets.

If you have waited three days or longer for a response, please post in the Tickets for Review – 3 Days and Older thread.

PetricaKerempuh.7958:

SaveSex.6591:

Gaile Gray.6028:

SaveSex.6591:

retek.2963:

SaveSex.6591:

I justed got banned… and it didn’t feel good
I got away from my pc for like 10 mins and I got banned.
I think that may is a problem that I sometimes leave my character online when I am afk… Is that wrong? I don’t know… I have done nothing wrong and any moderator can see that…
I think that I got banned way to easy… :/

I know yer’ feel bro! I was kicked while fightin’ some grawl.

So, what we do now?
I opened a ticket but I feel a little angry ‘cause I’ve done nothing wrong you know…
I play online games for like 15 years and never got banned but now :P
I think that mods have to do something with auto-bans… it’s not fair…

There are no auto-bans.

We will investigate each issue, but I’m going to say it again: A lot of the people making a fuss in this post are botters. They are taking up valuable time trying to get a reinstatement that is not going to happen.

If you are innocent of botting the team will help you.

I am pretty sure I am not a bot :P
Is it because I leave my character online when I am afk? I want to know if that is wrong to not do it again.
Thanks

EG: Good to know that there are no auto-bans

id like to add another thing also. when did it happen that afking is same as boting? and to get permanently baned for going afk? just a bit harsh for a bought game, don’t you think?

Going AFK isn’t an issue. Allegedly playing the game while AFK is decidedly a problem, as that’s not playing, that’s botting.

Igopewpew.8692:

This code was directly bought from your site by my bf , we started playing this game together and I have the confirmation email and everything if needed. He did not use a stolen credit card or file a chargeback. In fact everything was purchased legally and at the same time. I really don’t think you’ll be “stealing a credit card” in the Navy. I’d very much like to know how ArenaNet figures out that a creditcard is “stolen” no reports about it have been made whatsoever because the card was never stolen , it’s his own card..

What he payed for the account is price stated on your website because it was directly purchased from there. To be exact the email says $59.99. Not more, not less. This case can in no way be a fraud unless your own site is “fraudulent”. My “seller” is your website. I’ll update my ticket with additional information. But when I asked for elaboration on the case the GM Copy-pasted his last message. I very much hope the response will actually be read.

That’s very valuable information to have, and thank you for those details. The only thing I can think of is maybe there is some issue between the bank and our system that caused this. Thank you for your continued patience — I know this is frustrating, particularly since you did not commit fraud.

I should note that when I write “fraud” in my line items, I don’t mean “You are a fraudster!” I mean that there is a mark of fraud somewhere in the system: us, the bank, a third-party — the issue is flagged as fraud but we’re not making accusations, just getting the issue to the proper team for review.

Leira.9701:

Hey Gaile! Sorry for offtopic, but if you look in the other threats you will see that many complain they bought on the official site themselves(!) and got banned because of fraudlent code. There seems to be an error in the charging system maybe(?).

Feel free to delete this post after reading ^^

There are a few things that could be going on here:

1. Someone purchased from our official site but used a fraudulent credit card.
2. Someone purchased from our official site and then did a charge-back or sought a refund. Accounts are closed once the charge-back or refund is fulfilled. Sometimes people post “part of the story” but neglect to give this very relevant bit of info.
3. The bank that is operating the credit card has flagged this as fraud within their own system, thereby putting a stop on the funds getting to us. This is particularly frustrating because both the buyer and the seller cannot control this middle-man issue.
4. Most commonly, someone purchases from someone else who purchased from the official site. The code is disabled when that third-party seller is found to have used a fraudulent CC, or when the seller does a charge-back or obtains a refund.

I am not discounting the possibility that there is some sort of issue within the system, but the system processes thousands upon thousands of transactions a day. If there was a purchase problem, I believe we would see more than the occasional forum post, and Support would see a flood of tickets. Neither is the case. Therefore, I believe that this issue is related to one of the causes above.

karrak.3597:

121109-002852.
I still don´t know why I got suspended account. WTH is that account issue? For kitten. Whats the problem with that company. Let your clients here to talk of your problem all in same topic. If you open another, the moderator have time to move you to here but no one can talk what happen with my account. Thats insane! Im starting become a mad my patience gone. I want any information, any update, anything. And I think no one from support look this topic. ArenaNet have only 58 complaints… only here have more than 9000 in last 3 days. And the ppl who don´t speak english? its so much more than we can imagine. Its not right what Anet doing with us. Why the Hell I was suspended? No one know, no one talk with me. Just the moderator PM me telling he moved my other topics. PUFF! Its time to use that BBB and see what happen.
http://www.bbb.org/western-washington/business-reviews/computer-software-publishers-and-developers/arenanet-in-bellevue-wa-22017235

As you were told, the code that someone sold you is fraudulent. You need to contact the seller and get your money back so you can acquire a legitimate code.

Nemus.8701:

121026-003005 Under additional review
And what on earth does that means ? So far i spent more time here on the support waiting to get answeres then ingame. Coud i have atleast a slight clue what are u reviewing for 16 days now ?

Fair question. In your case, the serial code is fraudulent. Where did you purchase the game?

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

I am confused: Are you saying you purchased directly from us? Or did you purchase from someone who claims to have purchased from our website? If the latter, then it appears whomever originally purchased the code either used a stolen credit card or he issued a charge-back, both of which would invalidate your game code. Alternately, some third parties send out completely bogus codes and they, also, must be rejected.

Ask yourself this: What did you pay for Guild Wars 2? What is the cost from the website? If you paid below the cost on the website, then how in the world did the reseller buy the code legitimately and sell it to you for less than he paid? If you paid the retail price, there still is something wrong with the code that the seller sent you.

We come across these situations all the time, and this is a classic case of fraud. If the situation I’ve described is the one in which you find yourself, your “seller” doesn’t need to speak with our team; your seller needs to give you a complete refund so you can purchase the game directly.

If you purchased directly from us, then please update your ticket to ask for another review.

Update — Wednesday through Friday, 7-9 November: Part 2

121101-000034 Resolved
121105-002200 Resolved
121106-002448 Resolved
121106-002475 Resolved
121107-000446 Resolved
121107-000890 Resolved
121107-003046 Resolved
121105-001443 Responded Thursday
121106-002663 Received your response Thursday; issue is awaiting further review
121107-000540 Received your response Thursday; issue is awaiting further review
121105-000621 Received your response Friday; issue is awaiting further review
121107-002036 In appeals queue
121103-000852, 121106-002471  Ticket in fraud queue; awaiting review
121027-001889 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121030-003058 Ticket in fraud queue; awaiting review
121031-000469 Ticket in fraud queue; awaiting review
121031-000585 Ticket in fraud queue; awaiting review
121031-000665 Ticket in fraud queue; awaiting review
121104-000820, 121107-000088 Ticket in fraud queue; awaiting review
121105-002756 Compromised account; awaiting review
121105-002749 Under additional review
121104-001163  Under additional review
121106-002477 Under additional review
121106-002590 Under additional review
121106-002884 Under additional review
121106-001081 Account closed; will not be reinstated
121106-001504 Account closed; will not be reinstated

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.*

Update – Wednesday through Friday, November 7 – 9: Part 1

121103-000701 Resolved
121105-002200 Resolved
121105-002453 Resolved
121106-000204 Resolved
121106-000468 Resolved
121106-000684 Resolved
121107-000446 Resolved
121107-000540 Resolved
121107-000557, 121107-000196, 121107-000196 Resolved
121107-002316 Resolved
121108-000638 Resolved
121101-001775 Account ownership dispute, investigation is underway
121027-000291 Final response sent 10/26; account will not be reinstated
121102-000090 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121023-002139 Sent response Friday, awaiting your reply now
121028-001786 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121101-000206 Ticket in fraud queue; awaiting review
121101-000769 Ticket in fraud queue; awaiting review
121101-000953 Ticket in fraud queue; awaiting review
121102-001075 Ticket in fraud queue; awaiting review
121103-000852 Ticket in fraud queue; awaiting review
121105-001530 Ticket in fraud queue; awaiting review
121026-003093 Ticket in fraud queue; awaiting review
121030-000689 Ticket in fraud queue; sent response Thursday
121030-001699 Ticket in fraud queue; sent response Thursday
121105-002749 Under additional review
121108-000995 Under additional review
121108-001533 Under additional review
121025-001273, 121101-002527 Under additional review
121025-002761 Under additional review
121026-003005 Under additional review
121027-000014 Updated Friday
121027-000447 Updated Friday; under further review
121027-000536 Updated Wednesday; awaiting further 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.*

Update – Wednesday through Friday, November 7 – 9

121103-000701 Resolved
121105-002200 Resolved
121105-002453 Resolved
121106-000204 Resolved
121106-000468 Resolved
121106-000684 Resolved
121107-000446 Resolved
121107-000540 Resolved
121107-000557, 121107-000196, 121107-000196 Resolved
121107-002316 Resolved
121108-000638 Resolved
121101-001775 Account ownership dispute, investigation is underway
121027-000291 Final response sent 10/26; account will not be reinstated
121102-000090 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121023-002139 Sent response Friday, awaiting your reply now
121028-001786 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121101-000206 Ticket in fraud queue; awaiting review
121101-000769 Ticket in fraud queue; awaiting review
121101-000953 Ticket in fraud queue; awaiting review
121102-001075 Ticket in fraud queue; awaiting review
121103-000852 Ticket in fraud queue; awaiting review
121105-001530 Ticket in fraud queue; awaiting review
121026-003093 Ticket in fraud queue; awaiting review
121030-000689 Ticket in fraud queue; sent response Thursday
121030-001699 Ticket in fraud queue; sent response Thursday
121105-002749 Under additional review
121108-000995 Under additional review
121108-001533 Under additional review
121025-001273, 121101-002527 Under additional review
121025-002761 Under additional review
121026-003005 Under additional review
121027-000014 Updated Friday
121027-000447 Updated Friday; under further review
121027-000536 Updated Wednesday; awaiting further 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 – Wednesday through Friday, 7 – 9 November (Part 1)

121106-002448 Resolved
121101-000034 Resolved
121027-000447 Resolved
121028-001758 Sent email to request senior agent review
121029-002397 Apologies for previous message. This account was closed for payment fraud and is awaiting review

More to come!

Our development team reviews play input on a regular basis. They are aware of this suggestion, but have not yet reached a decision on what changes, if any, they will make to targeting.

There is a lot going on right now with the upcoming event, but after that, the team will take a look at a lot of different game elements, and may make some changes in the future.

Sorry I don’t have more specific information, but you can be sure this is not being ignored or rejected without due consideration.

Thanks for understanding.

These situations do not point to issues with security on our end, but usually point to problems with reusing credentials from other sources. For more information, please see Mike O’Brien’s article on account security.

You contacted Support, and they will respond as soon as possible.

Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.

pow.7403:

I bought the game this week, i played only a few hours these days because during the week I dont have much time.
But now the weekend comes, i was so excited to really start to play and surprise surprise. I received the message “Your Guild Wars 2 account has been suspended for an account issue”.
So desappointed =(
I opened the ticket 121109-002219. But as I see here in forum, I will probably not be able to play this weekend write?
The message is not clear about the reason I´m suspended. It´s very frustating.
What is the common reason? Anyone knows? I bought the game from the site and played just fine for a couple of hours during this week.
Thank you for any clarification.
I guess my message doesnt belong here, if it is right, where should i place it?

You should not post in the forums at all at this time. You submitted a ticket: Great! Post in this thread if you still need help after three full days.

nanze.2876:

Hi. Guild Wars 2 team.
I have been disappointed. because my account has been blocked.
when i logged in, the message “Your Guild Wars 2 account has been terminated for engaging in or assisting with gold or item sales for real world money, which is a breach of the user agreement and rules of conduct. This action is permanent” is appeared.
but i DO NOT deal with the real-world money!! i just bought the gem through Black lion gate in the game. What happened to my account… I send this situation to the support team about 15 hours ago. but there has Not been the respond until this time….
What should i do….?
ticket
121108-000225
121108-000192
121107-001485

As this thread titles states, this is for tickets that are at least three days old. Also, by submitting three tickets you have substantially slowed the response process. Please wait for assistance on your first ticket.

DarK.1839:

I’m on Australian time and it’s coming up on 3 days so I’m posting this before I go to bed.
Haven’t heard anything apart from ‘give us your code’.
Really at least just want the reason why so I can get a refund from the retailer if it’s not something trivial, my time is running out on the possibility of a refund.

121108-000060

BearArms.1654:

It hasn’t been 72 hours exactly, but by the time it is, I’d imagine the office would be closed for the weekend, so I’m jumping the gun a little.

121108-000346 is the ticket number. I was transferred to Payment Review team on Wednesday, but haven’t heard anything since. All information is in the ticket, but I am happy to provide more if it helps.

Hilal.5083:

Ticket Number
121108-000720

Abeto.9517:

121108-002163

I have been waiting for 1 day and some hours though, but I need help soon since it’s holiday and I got some free time to play..

Ok, this is getting out of hand. These tickets, and several others in the thread, are only a day or two old. They will not be reviewed at this time. Please give the team time to resolve these and post only if the wait exceeds three full days. If you posted prematurely, you’ll need to post again after my update. Thank you for understanding.

Abeto.9517:

My account got banned for gold sale..
How? When I haven’t even been chatting with people?
I think that you have it wrong.. I did not sell anything. So could you please help me get my account back? or atleast tell me what to do. I have been waiting for to long now.

Thanks

If you have been waiting at least 3 full days, post your incident/ticket number here.

BrownSamurai.7054:

121102-000090 Account closed for payment fraud; awaiting review

The seller is refusing to work with me on this because of the “awaiting review” in the status update. This was posted a couple of days ago here, but has not updated my support account. Is this the preferred support channel to keep trying to escalate this? Can I get an update on the “awaiting review” or get the account cleared?

If I am reading this in correctly the seller giving you a refund for a fraudulent purchase is completely unrelated to your status on the ticket. If they sold you a bad code they should give you a refund. There is nothing we can do to force this, because they have no relationship with ArenaNet or NCsoft.

Please continue to work with your unauthorized seller to get the refund, and you can discuss the possibility of adding a new code to the account as opposed to starting a new account. Each of these situations is handled on a case-by-case basis.

Leira.9701:

DONT! do multiple ticket! Jesus … it slows down process for everybody here!

Correct. Thank you!!!

I am glad we could help you, Sabastian. For those others awaiting help, 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. If you have posted and have not received a response, you may post again (but please, not repeatedly).

If you update your ticket you do not fall back to the end of the queue. You can open your ticket and add more info any time and the queue placement will remain the same.

The issue is creating new tickets, and those definitely do delay response time.

Reinstatements will be handled relatively quickly in cases where an error has been made. Sometimes it requires a lot more time, when it appears that the player submitting the appeal was indeed involved in botting. Please allow this to work through the system and 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.

You may be hitting one of the fraud prevention measures. Not to suggest that you’re a fraudster! For situations like this, 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.

Please wait until you have the option again and discuss with your friend in advance of choosing a game world, in case you both choose to move to a less popular world.