Guild Wars 2

Please change your password immediately. If you feel your email account may have been breached, change that as well. And of course you can contact Support by filing a ticket through the “Ask a Question” tab on that linked page. For tips on what information to provide in a ticket, please read this post.

Boazon.7254:

Account reinstated in less than 24hrs, thank you Arenanet you have restored my faith. Please continue to be vigilant on the TRUE bots in the game.

Thank YOU for posting, Boazon. It’s important for people to know that Support reacts quickly to these issues and does make solid decisions on the few — repeat few — cases of false positives.

I know you may think there are a lot of these issues, but remember that for everyone posting about this in the forum, tens of thousands are playing without interruption. So please have faith and understanding, and contact Support if you need our help.

NightShine.3849:

I noticed that you submitted tickets for other players who were falsely accused of botting. Will you please help me out. I have had a ticket submitted for quite some time with no answer.

First, I change the topic because we ask that you do not use “staff callouts” to get help.

Secondly, Support will assist you. If you have waited more than three days, you may post in the Tickets for Review thread above.

Please note that you can have a maximum of 10 mails in your mailbox. So please delete any extras — taking off any attached items, of course — and the missing mails should appear afterwards.

We would not be able to move you to a different server, but you can do so through the game interface.

It’s unpleasant to be noted in a “false positive” for botting. Fortunately, these cases are very few and far between. I hope that you have filed a ticket so that the CS Team can help. You can 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.

Guirigui.6952:

“121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.”

Hey Gaile you can send me an email confirming it? The seller need it for make the exchange.

You can pull this information from your ticket, or update your ticket and ask for a final response to send your seller.

TimSlayer.3784:

Got the digital pre-order from Guild Wars 2.com

There is something very strange here, the first and only e-mail I received from Guild Wars 2 was the Shadow of the Mad King event e-mail. My account got compromised and they have it locked down, how can I even prove that I own it without the serial code? I wish I realized that I never received one earlier. Can I prove ownership by providing credit card information? I am 100% sure my e-mail is not compromised, I would think my paypal and other information would have been stolen if it were, not just my GW2 account. Something is going very bad at ncsoft security…

First, I merged forum posts as we don’t need two concurrent discussions about this same issue.

Secondly, those who purchase through buy.guildwars2.com will receive an email, although it may go to spam, junk, or be blocked by security before it even reaches you. (Obviously there is nothing we can do about that, with our regret.)

Please continue your discussion with Support. They will do their best to help you. (If you find you still need help after three days, feel free to post in the Tickets for Review sticky thread.)

Leira.9701:

Hey there!

Here are some options to prevent people from just getting a second fraudulent serial to strip off all items accuiered and that way scam ArenaNet:

- Direct payment options that are not so easy to fake or steal. Direct bank wire transfer. Western Union. Paypal. Only giving out the key after the payment was received.
- Images of identity proof as there are: ID and a credit card with the same name as the ID (photoshopped so you only see the last 4 digits).
- Stripping off the charakters of all items and/or gold. I wouldnt mind, i just want the progress of my story back mainly.
- Sending a secret PIN number to a phone land line number for verification.
- Sending a secret PIN code over post (snail mail), for verification

Just some thoughts that might help to meet customers and ArenaNet as well.

Greetings.
D.

Thank you for posting this. The issue with “just let me add a new key and everything will be peachy” is this: If your account was stolen and used by RMT, we do not and cannot allow anyone to access the account as it is because that account will contain whatever ill-gotten goods the RMT worker possessed. We cannot allow an RMT to add a new code to re-acquire those goods, either.

Your suggestion answers a question I asked earlier. The question is casual, not official, but I’m interested in the answer: If we could allow you to access the existing account with a new code but with the inventory emptied to remove all items, would you want to do it? Or would you prefer to start over?

I’m really curious about how players feel about this.

Zaken.1806:

@Adanteh

It probably will help the community if you can also post it in the three days review thread since there is a rumor that ANet will not return the account no matter what.

No, please do NOT post “there is a rumor” about anything! If you guys need information, ask. If you need a review of your personal situation, talk to support. But do not use this forum to spread rumors.

The Support Team must help you with these individual issues. Please continue to discuss the matter with the agent who is handling your ticket. Thank you.

I am sorry for this situation. 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.

Raizer.8132:

I went to change my password after receiving emails suggesting that someone from China was accessing my account.

Requiring a completely unique password seems like a ridiculous requirement, and I almost gave up after multiple failed attempts to change it.

There’s no way I’m actually going to be able to remember the password, so I’ll probably end up having to have a password reset done and go through this process again the next time I want to log in.

I understand that you’re trying to protect users, and I appreciate that, but this seems like overdoing it.

I’m sure you’ll be able to choose a password that works just fine for you. The requirements are reasonable and flexible. Get the reset and then choose something that works for you.

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.

We do not support, review, or approve third-party programs, so if you’re having an issue with your account that is tied to something caused by the program, Support may be unable to help you.

IP blocking isn’t the answer. Most botters use, or know how to use, proxies. The guy who is botting from Beijing may appear to be playing from Boston or Berlin.

So no, that is not a viable suggestion.

And FYI — we don’t make money on the bots. They use stolen credit cards that end up costing us money, not increasing our revenues.

Lawsuits are not the answer, either.

The team will respond to your ticket as soon as possible. The number of false positives is very small, but agents review each situation with care and they will update you as soon as the review is complete. I see from your ticket that you included a lot of good info, so thank you for that — it should help the process.

You should contact Support by updating your ticket. They should be able to help.

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

As others have mentioned, we set up the Trading Post to help greatly reduce trade scams. Please use that system in the future, because we do not have the capacity to replace your missing items and, even if we develop item replacement, it almost certainly will not be used in cases such as these.

Update — Friday through Monday, November 2 – 5

121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-002360, 121102-002944 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-003172; 121102-002765 Resolved (Note: This was delayed because you filed multiple tickets.)
121101-000260, 121031-002997 Resolved. (Note: This was delayed because you filed multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Note: This was delayed because you filed multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121103-000866, 121102-001879 Account closed for gold selling/RMT; will not be reinstated.
121102-000941, 121102-001879 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758  Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.

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 — Friday through Monday, 2 – 5 November

121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Delayed due to multiple tickets.)
121031-002360, 121102-002944 Resolved (Delayed due to multiple tickets.)
121031-003172; 121102-002765 Resolved (Delayed due to multiple tickets.)
121101-000260, 121031-002997 Resolved. (Delayed due to multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Delayed due to multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758  Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121031-000134 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.

NOTE: 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.

Remnant.4239:

thank you anet for helping me get my account back

ticket 121025-000947 can now be closed

Awesome. Thanks for letting us know!

saimen.4712:

I don’t want to wait three days before this post

Then why all the questions need to be resolved in three days

If I don’t hurry not to me to solve the problem

121102-000941

121102-001879

Please respect the guidelines in this forum and in our support system:

• Do not post unless you issue is three days or older.
• Do not submit multiple tickets.

You will be helped in the proper time.

You should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you with this issues, but it’s unlikely that going AFK for a few minutes would ever result in an account termination and certainly an examination of the records would cause a prompt reversal if that was the case.

We will be happy to help you get your Rytlock back. Please submit a ticket, as suggested above, and the team will assist you.

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

This is not the sort of issue that can be resolved with a forum post. You must Contact Support for personal assistance.

Please try your character(s) again. This issue seems to be resolved. If you continue to have an issue, please post in the Bugs Forum, as this is not an account issue.

Thanks.

I’d like you to read this thread for an interesting perspective on this issue: https://forum-en.gw2archive.eu/forum/game/gw2/My-apology-to-ANet

Zaken is correct in all his advice. Please stop submitting duplicate tickets and await the assistance that you will receive as soon as possible.

We do not resolve individual issues through forum posts. Thank you for submitting a ticket; an agent will assist you as soon as possible.

Twitch.7028:

I am a man with more money than free time, thankfully being gainfully employed in 2012. I have no shame for purchasing gems from the Gem Store with some of my hard-won dollars, instead of the scarcer resource of time out of the office.

I was a bit surprised when my bank texted me today to inform me that someone had hi-jacked my card and was racking up charges at a video game arcade!

Call immediately if this isn’t you, they said! The last arcade game I played was X-Men vs. Street Fighter, when it was new, and while my memory is filled with nostalgic youthful afternoons spent with sweaty hands gripping the pizza-greasy joystick to use the OP Magneto/Akuma team to beat Apocalypse, I don’t believe I’ve even actually seen a video arcade since I acquired my first credit card.

Although the nature of the theft was at first unbelievable, the amount wasn’t: $10! The exact quantity of dollars which comprises a roll of quarters, the perfect crime for a video game arcade: converting my virtual plastic money into untraceable but machine-ready coins!

So I dutifully called, immediately in fact; almost more to learn where I could find this archaic den of adolescent profanity than out of panic that my CC # had been stolen. What is this place, this hovel for teenage credit card thieves who are so desperate for another try at an Area 51 boss before the counter hits zero that they resort to petty theft of a roll of quarters, 21st-century style?

It is definitely a video game arcade, she said. CHARGES.NCSOFT.COM, the kindly and concerned lady informed me over the phone.

MORAL OF THE STORY: NCSoft, my bank says that you report your charges as Video Game Arcade via the charge type code. And that this triggers fraud alerts for them because Video Game Arcades are as dead as newspaper subscriptions, the phonograph, and Latin. They recommended that I ask you to update the charge codes. Something less 1986, perhaps?

thanks.

You win the “Best Post of the Week” award. There were many in the running, but this is awesome chocolate-y information wrapped up in a tasty, candy shell!

I will refer this to our CS Managers, particularly those who work on the Payments / Billing Team, to see if we can address this. In the meantime, thanks for the walk down Memory Lane. (Asteroids, forever!)

Edit: Wait a minute! Latin, dead? Et tu, Twitch?

I agree that we must improve the response time on tickets. Most people do get a response from an agent in a short time, but it can take a few days to do the research that allows the team to reinstate the account (or determine that it must remain closed).

Improving response times — especially related to the appeal of an account that was compromised, misused, and terminated — is a top priority!

FYI: This thread is not an official thread, and we are not gathering reports on this thread. This is a player post and I’ve amended the title to make that clear.

Many account terminations are related to account compromise incidents. A thief steals the account and uses it for activities — spam advertising, gold sales — that get the account closed. Account reinstatements require time, so we ask that you allow the team sufficient time to work through the issue related to your account.

We do have an official thread where you can post, after you have contacted Support and after you have allowed three full days for the team to resolve the issue.

Post in the official thread if, after three days, you are still awaiting assistance. Tickets for Review: 3 Days and Older

tolunart.2095:

Forums are bugged, the posts disappear when the end of a page is reached, I cannot read any posts in this thread now.

Known issue. If you go to the url and remove everything but the title — the numbers following the title, you may be able to see the thread. Sorry for the inconvenience.

Sharing accounts is a very bad, even foolish, thing to do. It is against the User Agreement and the Rules of Conduct, and it’s in those documents for a lot of reasons, but mostly, I think, because shared accounts are a huge source of support and account issues and in many cases, we are unable to return access to anyone who claims to “own” the account, since ownership is not clear.

If you get your account back, change the password and play on it without allowing anyone else to access the account or to know your credentials. Your brother should purchase his own account.

Thanks for submitting the survey and I will mention to the team that there may be a glitch so they can watch for similar reports.

Oh, and good move on the password change. We do send surveys and you checked just the right things to ensure it was legit. But you can never be too safe!

Just to update you guys, the number of false positives is very low. Of course, that doesn’t make you feel better if it affects you. But do keep in mind that there are a goodly number of incidents where the account holder was not botting, but where the account was compromised and used for botting by the thief. That can’t be counted as a false positive because the account truly did need to be closed to rectify the issue and get the account back to the owner.

We’re diligent about improving the system to reduce the false positives to as close to zero as humanly possible. But please keep in mind that an account block is not personal and that compromised accounts will be blocked and then reinstated once the legitimate owner contacts us.

Lastly, I’ve noted that some of the protests here and in tickets are completely without merit. I found one individual — 100% certainly a botter — who submitted nine (9!) tickets protesting the block, and was posting frequently on the forums. Please keep this in mind — the volume of chatter does not necessarily equate to the number of innocent players (with all due respect to the innocent people!)

Kalessar.7416:

I just logged into my account and was informed that it had been terminated due to “engaging in or assisting with gold or item sales for real-world money”. This is quite surprising, considering that when I last logged in (a couple of weeks ago I believe), I was at level 24 and had only been playing for a couple of days. Since I have only played on my computer and avoid engaging in password reuse, I find it hard to believe that my account has been hacked. I can only assume in that case that the issue is at Arenanet’s end.

As required, I submitted a question to the support page, and am currently waiting…
(the reference number is #121031-002881 ). The only problem is that I am waiting at a LAN party while my friends are playing next to me.

I’m sorry to say that is sounds as if your account may have been compromised during the time you were away from the game. That’s what the “symptoms” here seem to indicate.

Since you submitted a support ticket — and thank you for that — the team will help you as soon as possible.

We’re not able to change display names at this time. If this becomes an option in the future, we’ll be sure to let folks know.

Your friend will be assisted by Support. I’m glad that he submitted a ticket. Access issues are considered a priority and I’m sure he will hear back very soon.

Thanks for helping out, Watari!

News here: https://www.guildwars2.com/en/community-news/reserved-names-from-guild-wars-to-be-released-next-week/

Terrific. Thank you for doing that.

Update – Wednesday and Thursday, October 31 and November 1

121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.

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.

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Update – Wednesday and Thursday, October 31 and November 1

121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.

Mer.2583:

Please resolve my incident. I’m waiting for 3 days.

I really want to play this game on weekend. =(

121101-001773

121030-000608

Incident# 121031-000399 Still banned for Botting/Macros still didnt use any of those…still waiting to get my account back that I have barely been able to play[/quote]

These tickets are only 1 day old. Please post again if your issue has not been resolved in 3 days.

Calico.7920:

Woot Woot !!
My account has been restored
Big thanks to ArenaNet, Gaile Gray,Mexay,Tolunart, Getzzzonked and Zaken.
For the peeps that have the game unlocked.. hope to see ya all in game.
And tha ones who are still waiting, have a little faith… it will all work out.

So Ticket Numer: 121027-001886 can be closed

So glad to hear — thank you so much for your patience!

I am sorry, but we are not able to answer these questions or address any mis-transmittals you may have made.

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.