Guild Wars 2

Estaker.4892:

Thanks for the response Gaile. Will they reply on my ticket or will i receive a mail?

They will respond in the ticket, a copy of which will come to you via email.

Remember that the “email address” that you use to log into the account is just an log-in name, so you may not need to change it if you don’t wish to do so.

Leira.9701:

I posted that in another threat but will repost here because it concerns quiete some people already. Please read carfully and please let somebody know who can change the current banning of “innocent” players.
—

There are “many” people having a problem with accouns they unknowingly and without intention purchased at a Reseller that commited credit-card fraud.
Most of us did researches before the purchase so they thought the seller can be trusted.

We did not and didnt mean to commit a fraud. We wanted to save a little money and when I purchased (for example) the website itself didnt sell copies. I dont remember why. But thats why i (we) purchased elsewhere.

We are willing to help to solve the problem.
We are willing to pay again.
We know we didnt do the most intelligent thing.

We just want to continue our game where we left it. Our Story.

If you close our accouts permanently we would have to start over. Many will be not willing to do so. Not because we dont love the game. But because it breaks the immersion. Because it breaks our storyline.

I didnt mean to harm the company in any way. I didnt mean to cause trouble or work.

I want to play my story. In your beautiful game. Even if I did something not so intelligent. Please let me.

Thanks
D. (a player.)

You make a very good point, and I do understand your position. But what do we do about RMTs, who simply apply another fraudulent code and strip off all their ill-gotten goods in the time between the code’s application and the discovery that it is invalid? We really cannot allow that to happen. Also, what about people who get a second fraudulent code — often without them knowing it’s bad — and then have their accounts closed again?

It would be good if we could know the code was good before it was applied, before someone got access. But it can take a bit of time to find out that information, and so giving the option to “add a new code and get right back onto the account” seems to be a risky proposition.

Can you think of alternatives that address player, community, and company needs, with this information in mind?

Glad you got this sorted out!

Eldon.6591:

Just wanted to update this. The root cause of my ticket being marked as a duplicate was a ticket I had on a unrelated issue. I totally understand the desire to work one issue at a time. That being said, I would like to give support a well deserved Kudos.

It can be really difficult working support for a game like this. I see lots of venom being tossed at them. While we all get frustrated (myself included) it quickly becomes obvious that they are working quite hard to resolve things as fast as possible. I created a ticket this morning, and they were able to get me back into the game in time to get my Halloween achievements. I work with computers every day, and offer complicated support to people on all manner of issues, and they were still able to have me try something I had not thought of.

While I’m still having the launcher issues, I’m sure that it’s some oddity with my machine and the way GW2 works. As such, I can’t blame them, and I’m sure that support will assist me as best as they can with the massive workload and time constraints that they have. For that, even if this issue never is fully resolved, I thank them.

To be honest, the agents reviewing the tickets should not have marked them as duplicate, so that was simple human error and for that we apologize.

But it’s really kind of you to post this and I’m delighted you were able to get into the Halloween Event! I will share your thoughts with the team — your understanding and patience are greatly appreciated!

Have you tried simply blocking this person from seeing you? Have you tried putting him/her on “ignore?” Many of these sorts of issues end up being “mutual antagonism” and we don’t takes sides in those but sometimes act upon both accounts involved.

If someone is truly harassing an individual, without provocation, then the Support Team may give him or her a suspension. Repeated violations could result in an account termination. But many situations that are reported are far less clear-cut than the reporting player believes, and the decisions of a reviewing agent will be impartial and fair.

Ashlar.2519:

After several days of the password change not updating, I took a chance and tried changing my password again. I did get the success message that the password changed, logged out of the forum and then was able to log back into the forum using the new password. Since I’m at work, I cannot access the game just now, but I’m hopeful that this time the change took place.

Could you please update if that did not work, and if you were still required to use the old password?

You got a suspension NOT for simply asking a question, that’s completely inaccurate. We do not suspend on a first offense and never for a benign question. The suspension system “kicks in” only after multiple infractions. If you have a lot of posts that need to be removed, that will accrue until such time as you get suspended.

Moderators can see ALL posts, even those that appear removed to members. So I don’t think they were unaware of the full content of the thread.

I can’t address forum issues, but you can write forums@arena.net and discuss the matter with the moderation team. But do be aware it’s unlikely that your account has any actual infraction on it, it’s more likely that you were given a warning, which does not have any lasting consequences.

NeHoMaR.9812:

New one is not working.

I tried to change again and now shows a message about the “password is not available”, “used before”, etc, etc. (Message is in Spanish so cannot tell you exactly; but you must know what I am talking about)

EDIT: So system got password and listed it as “used before”, and didn’t actually changed it.

I understand — so you chose a new password and you’re ok now?

Zaken.1806:

Not you.

Many online key sellers( unauthorized by ANet ) use stolen credit cards to get keys then sell the key to people like you.

It is correct that those whose cords are disabled due to a fraudulent purchase will face account termination. A large number of unauthorized sellers are using stolen credit cards to purchase a code, and then selling it to someone else. That account will be terminated because we have not been paid for it. The person who is victim to this needs to contact the third-party seller and get a refund, the purchase the game from a legitimate seller, such as buy.guildwars2.com.

The code you received may or may not point to that issue, so you need to contact Support.

I feel sure you’ll get the items in the next distribution, but if you want to post in the Tickets for Review thread above, I can track this for you. I’ll need the 12-digit incident number.

If you change worlds, your Influence remains on the world on which it was earned. It will be there if you choose to move back to that world in the future, but it does not port to a new world.

There are actually three questions here, that I can see, so I will try to answer each.

• There is a plan to offer character names changes. It won’t be in right away, but in the future you will be able to purchase a name change in the Gem Store. Of all the name-change options, I believe this will be the first one that is developed.
• Changing Display Names is a different issue, and we may or may not offer the ability to change the user name — such as Gaile Gray.6028 — in the future. If it comes, I believe it will not be for some months.
• Some players have asked about changing Guild Names. I passed that along to the team that works on the BLTC/Gem Store, and that may be something that is offered for gems in the future. I believe that would be quite some time away, if it comes at all.

Doing a check — PayPal is clear. The issues are individual, and for everyone who has experienced a declined purchase, they need to contact PayPal to find out why.

Thanks for your patience as we investigated this!

Is anyone else experiencing the PayPal issue? We’d like to look into some individual cases so please post!

sigh It’s good to know these things, so thanks again.

Great, Freyar, good idea.

Also, I just got word that PayPal had some issues, but reports that it was fixed as of 10:15 PDT, which was one hour ago. Didn’t you try more recently than one hour ago?

Freyar — you caught me adjusting my response. I had thought this was a maintenance period, but then realized this is not the day for that maintenance period.

Thank you for doing the test, though. It confirms that it’s still broken (as our internal posts also indicate).

The team is looking into this right now.

Please address you concern to our forum manager at Forums@Arena.Net.

We had some player reports of issues with making purchases using PayPal. The team examined each case and found the PayPal does not have an overall issues, but is blocking some purchases. If you find you cannot purchase the game or gems through PayPal, please get in touch with PayPal and ask for an explanation.

I am really sorry that you’re having this problem, but thank you for the reports because they helped us note that PayPal is currently down. The whole team is alerted to this now, and we’ll get this addressed as soon as possible.

Have you contacted support at all? Do you have a 12-digit incident or ticket number so that I can review this situation for you?

Maugrem.7608:

I went back again and tried entering it manually and just realized that the code changes quickly on the app. I was able to link the account successfully.

Excellent. So glad you’ve gotten this on board, and thanks for posting to let us know!

Quinntero.1042:

I did. ANet’s Customer Service “unflagged” my account so that I could purchase more gems. Here’s the deal: Each time I make a $50.00 USD purchase in the Gem Store, ANet flags my credit card. The next time I try to make a similar purchase, ANet turns it down since they flagged it after the last purchase. Because it was a failed transaction, my credit card company also flags it and then my credit card becomes unusable. So, each 50.00 purchase results in my credit card becoming flagged both at ANet and the credit issuing company. I predict that this is going to have to change on ANet’s side of the transaction, because a tremendous amount of revenue is being lost and there are undoubtedly going to be a lot more purchasing opportunities in a month for the next holiday events.

That could be what is happening, sure. But what I’ve learned in investigating these situations is that it’s often the reverse order: The bank/CC issuing agency blocks the purchase, then unblocks it, but with that block, our security elements kick in, and it’s a circle that sometimes is best addressed with a call to the CC company rather than to us.

Having said that, since you’re discussing with Support, and since they can review your individual situation, I feel sure they’ll work with you and make the purchases possible.

I am very sorry that you’re having this level of frustration, and we really do want to make it easier and more pleasant for you to purchase gems! Thanks for sticking with us, despite the hurdles, and thanks for your support of our game!

I am going to ask our Security Coordinator about this. I understand your concerns, and I think things are more secure than you understand, but I’ll see if he can share some info on this and either he or I will post to get you up to date.

Zaken.1806:

I think when you go through Paypal, ANet do not have your CC info. Only Paypal is the one processing through your CC. I think that is one of the reason Paypal exists. I would try to use Paypal in your case.

I agree. PayPal is handled by us differently, and I believe it would work in this scenario.

Please note: There are a lot of people submitting fake appeals when they are fully aware that their account was acquired through use of a stolen/fraudulent credit card or when they did a charge-back and yet still wish to continue to play. The last thing we want to or intend to do is to let someone put another fake code on an account in order to strip off the good that they stole from innocent victims, or which they acquired through botting.

So if you did a charge-back, if you got a refund, or if you or your company were involved in the use of stolen CCs or fraudulent codes, please don’t bother to submit an appeal, and if you do, please accept the final answer of “No reinstatement” that the team gives you.

More information:

• Each appeal is reviewed on a case-by-case basis.
• You must speak with a support agent to learn if you are eligible for reinstatement.
• Discuss the matter with the Support Team before you purchase a new code.
• Do not purchase a code from a third-party; do not accept a “replacement code” from a third-party vendor — they never work.

Respond to your existing ticket. If the final answer has been given, then the issue is closed.

obscurapdx.7860:

I appreciate your help as always Gaile, I have updated the ticket with a screenshot proving the account is active with funds.

That’s an excellent idea, thanks for doing that.

Please continue working with Support on this. I suspect your computer has a Trojan or keylogger on it; the team may be able to offer some advice on how to re-secure it. The Google Authenticator is very good, but it’s not 100% insurance against incidents.

And please do not post in all caps.

getzzzonked.7609:

My account has just been unblocked!

Yay, so happy to hear this! Thanks a lot for posting.

getzzzonked.7609:

I know some people were wondering about the 1 copper mail thing in this thread.

Gaile Gray has just confirmed it on the three day thread that this will not get you banned.

Receiving one copper in the mail is not even one of the many details we review in looking for proof of botting. You can relax about that.

Grim West.3194:

Gaile, I understand ArenaNet’s need to deal with botters and gold sellers. But your “tiny percentage” is still a huge amount of players wrongfully banned. Being wrongfully banned is bad enough, but to add insult to injury is the fact that it takes so much time and effort to get ArenaNet to acknowledge their mistake.

After 5 days I still have never recieved any kind of response or explanation for why my account was banned. The gold selling notice on my log in screen is the only thing I have to go by.

So not only am I angry that you all banned me for something I have never done and never would, but ArenaNet’s customer support is so sadly lacking that we are treated as if we don’t exist. So of course we are angry, and rightfully so. How would you feel if you were treated as shabbily as we have been, for something you did not do?

121021-001711

I am sorry that you have waited so long and I do agree, it has been too long.

Part of the confusion is that the details of the incident seem to indicate a hack (like an RMT worker stole your account) and yet no evidence of an account compromise can be found. I’ll see if I can ping someone to dive into this one.

Yes, it is true that at the present time, we cannot restore accounts or replace items. We understand from the programming team that account restorations will be coming in the near future and they will be used exclusively for compromised accounts. (Accounts will not be restored for purchase errors, for accidental item deletions, for scams, etc.)

Adanteh.8971:

Thanks a lot for the response Gaile. One last question then. In the ticket follow-up question you used several different ways to discuss the Fraudulent key problem.

I myself got the following response: Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. *
however the following is also used: *Account closed for payment fraud; awaiting review
and then this one also: Account closed for payment fraud; will not be reinstated.

To me it seems like the last response means you won’t be able to reactivate your account at all with a new serial, so there is no need to follow up on the ticket (I’m guessing it might be responded with a final answer and closed then). When you have the other two messages should we follow up on our old ticket or make a new one to ask if we can reactivate the account with a new serial.

Your instincts are exactly correct. I created the “final answer” sort of line item to let people know that there was no point in continuing to appeal — the issue truly was closed.

The other two definitely may be pursued with the existing support ticket. In other words, if something is “under review” or if the code was found to be fraudulent and you’re wondering if you can purchase a new, legitimate code and continue using the account, you should talk to a support agent about it. (I would recommend against creating a new ticket, but if you feel you may need to do so, please include the 12-digit incident number from any previously ticket(s) in the new one.)

Ok, thanks for that info. I see the ticket is in the proper queue, and I anticipate you’ll hear back soon.

Each case like this is reviewed individually to ascertain whether it will be possible to reactivate the account with a new, legitimate serial code.

I am sure you will get a response soon. Thank you for your patience.

Update – Tuesday, October 30

121027-001356  Resolved
121016-000454 Need more information; please update this ticket. (And we apologize for the delay.)
121026-002028 Sent response today
121026-002979 Sent response today
121030-000854  Sent response today
121019-002985 Sent response today; awaiting review from senior agent
121027-000349 Under review; please continue to discuss with Support
121026-002883 Under review by senior agent
121022-000250 In Appeal Queue; awaiting review
121024-000522 In Appeal Queue; awaiting review
121027-001886 In Appeal Queue; awaiting review
121028-000530 In Appeal Queue; awaiting review
121028-002193 In Appeal Queue; awaiting review
121027-000014 In Appeal Queue; awaiting review
121026-000811 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-001384 Account closed for payment fraud; will not be reinstated.
121027-001488 Account closed for payment fraud; will not be reinstated.
121027-002074 Account closed for payment fraud; 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.

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 – Tuesday, October 30

121027-001356  Resolved
121016-000454 Need more information; please update this ticket. (And we apologize for the delay.)
121026-002028 Sent response today
121026-002979 Sent response today
121030-000854  Sent response today
121019-002985 Sent response today; awaiting review from senior agent
121027-000349 Under review; please continue to discuss with Support
121026-002883 Under review by senior agent
121022-000250 In Appeal Queue; awaiting review
121024-000522 In Appeal Queue; awaiting review
121027-001886 In Appeal Queue; awaiting review
121028-000530 In Appeal Queue; awaiting review
121028-002193 In Appeal Queue; awaiting review
121027-000014 In Appeal Queue; awaiting review
121026-000811 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-001384 Account closed for payment fraud; will not be reinstated.
121027-001488 Account closed for payment fraud; will not be reinstated.
121027-002074 Account closed for payment fraud; will not be reinstated.

obscurapdx.7860:

I too am unable to purchase gems, I have been using prepaid visa cards purchased from 7-11 to purchase amounts ranging from $35.00-50.00 today I tried to purchase $50.00 from the visa card I loaded ankittenep getting declined. All I want to do is purchase gems and support the product. Please fix this Gaile! :-)

I agree that we need to help you. Do you have a ticket number?

absolutemagnitude.6349:

Gaile Gray.6028:

If your account was closed due to reasons outside your control — for instance, you were sold a code that was purchased using a fraudulent or stolen credit card — the Support Team may be able to help you re-enable the account.

Your first step, though, may be to see if you can add a new code to your existing account. If the fraudulent code was removed, you may find that you can add a new code. Give that a try first. After that, if you are not a fraudster (sorry, I need to say that!) and if you can establish the details that led to your account closure, contact Support for help.

Does this also apply if a family member or bank charged backed the transaction accidently? As this was outside my control and was done before I could do anything about it.

In a case like this, you really need to speak to an Support agent, who will review this on an individual basis.

Yes, it is true that at the present time, we cannot restore accounts or replace items. We understand from the programming team that account restorations will be coming in the near future and they will be used exclusively for compromised accounts. (Accounts will not be restored for purchase errors, for accidental item deletions, for scams, etc.)

If you guys have experienced this problem, please post in this thread: https://forum-en.gw2archive.eu/forum/support/account/Gold-missing-from-Inventory-merged/ to keep everything together. It’s really hard to nail down difficulties with scatter threads.

Thanks!

Paging Pyro — Paging Pyro!

Check your account, I think you’ll find everything is in order now.

This was a case of simple human error, and we are very sorry for the inconvenience. (We’ve also developed a means to try to prevent this sort of thing in the future.)

Please do let me know if your name and account is clear now.

Haelis.9426:

I have a idea. How about banning names like " fEDIevmOle" or “FLFLFllsld”. That would knock out about 90% of the gold farmers. Hmmmm Oh yeah in case ya didn’t notice, gold farmers now have freakin guilds.

Man I would love that! But you can imagine the filter would be 10 gazillion “names” long, with all the random characters.

And yes, I noticed about guilds. Not amused, but we’re working on it!

kipz.8701:

[Incident: 121025-001479]

5 Days and still no support.

My ticket isn’t even mentioned in the thread updates with how it’s being handled. What’s going on?

You have had a significant number of responses from the team. And while I understand you are not happy with the answer that they have given, the answer is, in fact, 100% accurate: We do not have the capacity to restore items or characters, nor to “roll back” an account to its pre-compromise state.

We will have this system in the future. From that date, those who are hacked and who qualify for the service will be eligible for the (free) Account Restoration Service. However, with regret, we cannot offer that service now.

Zahar.7239:

ticket :121026-002028

Account closed for payment fraud; will not be reinstated.

You should be wrong. What fraud, i’m just play in game and get 40 lvl don’t purchase any illegal deals and etc. Can you explain in detail what’s going on. Any history of my illegal operation’s please… i think you understand my feeling that i’m lost my account not on the my fault.

Thank’s for explanation.

You or someone else associated with your credit card filed a charge-back on the credit card used to pay for the game. That means we did not get paid for the game. When that is done, the account is permanently closed.

schwalbe.8632:

Hi,

I dont have a ticket, since german support refuses(!) to do anything for me anymore.
This is not about beeing unpatient.

If you have contacted Support, you have a support ticket. I don’t know how you can interact with them without a ticket. So please review your emails or your support account on the support.guildwars2.com site and provide that 12-digit number here so I can help you.

Aerious.1965:

I would just like to thank the Anet team for being considerate about their players. I had deleted my Rytlock Mini awhile back, and just realized when the event started. I was given another after one day of submitting my ticket. Thanks again

Awesome news, Aerious. Thanks for your kind words!

Banjal.7328:

My ex-girl friend deleted 3 of my level 80 Characters and the Support Team told me the same BS.But they did suggest that I should seek out the Renown Heart NPC’s,like that is going to do anything.

Sorry to point this out, but this is why you should never, ever share account credentials… with anyone!