Guild Wars 2

If you feel this is something you need to do, I suggest you download the game onto his computer and you log into the account. I would not give someone else my account credentials — even my sainted Aunt Tillie!

If he is not local, I would strongly recommend against this. Have him review the game specs carefully and make a decision based on the same information that everyone else used in determining whether their personal computer would adequately handle the game.

As we have said repeatedly, we encourage you to report instances of scamming so that we can investigate and, when appropriate, take action on the person who committed the offense.

We do not get involved in the personal transaction — that is, we do not access accounts, remove items, and return them to the person from whom they were taken. But reporting incidents is a great way to remove bad people from the game.

The Trading Post really is the way to go, and it was designed expressly to eliminate the situations that can arise in relation to person-to-person trades.

So Suleyman, you ask “Will action be taken?” And the answer is: Yes, if someone breached the User Agreement or the Rules of Conduct and took advantage of another player, the Support Team will take action on the account of the victimizer.

I’m sorry, but we don’t have the ability to refund your AC Tears.

djmckie.4876:

The restriction on names is getting out of hand, its hard to pick a name thats 1) not already taken or 2) inappropriate in some obscure dialect.

if you ask me, Anet needs to lower the profanity filter, and allow the community to decide whether certain names are inappropriate.

Which portion of the community? The player who uses a NannyMonitor on his family? The player who swears like a sailor in front of his grandmother? The minister? The gang member? The 2nd grade teacher? The truck driver? A retired member of the ESR-something or other? (Sorry if I offended anyone with those examples; I’m just trying to show scope here!)

Then, who is it who gathers all the input — from all over the globe and from all across our player demographics — and tallies the votes to see if a name is ok or not?

Let’s be realistic: ArenaNet owns the management of the community, the setting of standards, and the enforcement of those standards in as fair and realistic manner as possible. Most names that are blocked are blocked because they were reported. So that truly is our community setting the standard, no?

Pyro.1069:

Hi Gaile,

It would seem so yes. I was enjoying my Mad King Dungeon and left because of the party issues, my game crashed/network issues and upon logging back in and selecting my char i was told to rename my character. I cant see this being a copyright issue as

py·ro/?p?r?/
Noun:
A pyromaniac.

It has no links to any other media other than my love of fire. You can look at the naming of all my other characters which also contains the word Pyro…. if i am going to lose my Char name P Y R O i don’t think i will continue playing GW2.

Please advise if this is just a bug perhaps?

Thanks for that information. Yes, I call that a bug. I know of about…oh… four bugs with names in Guild Wars 2, and as much as we’ve looked into them, we’ve not been able to figure out why a specific name is unavailable. The thing that is fascinating about your situation is that you used the name and then it was flagged. That’s just bizarre, and I’m going to look into it. I will tell you straight up that we may not be able to address this right away, because the bug is so infrequent and cannot easily be identified.

I’m truly sorry for the inconvenience and will get back to you as I find out more.

FlamingFoxx.1305:

I realise my 2 cents probably isn’t warranted.
But if you guys did flag his character because the name is “inappropriate” then you’re being kind of ridiculous.

There is absolutely nothing inappropriate or unacceptable about the word pyro.
Especially considering both GW1 and GW2 have armour, weapons and items that uses the word (e.g. Pyroclastic Axe, Pyromancer’s Armor, Pyromancer’s Alacrity etc)….

You’re right, this comment isn’t warranted. Obviously I’m looking into this and side discussions really aren’t of value.

Manoa.5897:

I realise my 2 cents probably isn’t warranted.
But if you guys did flag his character because the name is “inappropriate” then you’re being kind of ridiculous.
There is absolutely nothing inappropriate or unacceptable about the word pyro.
Especially considering both GW1 and GW2 have armour, weapons and items that uses the word (e.g. Pyroclastic Axe, Pyromancer’s Armor, Pyromancer’s Alacrity etc)….

It’s likely due to a copyright issue…

http://en.wikipedia.org/wiki/Pyro_

Pryo when included as a part of a a descriptor (such as Pyroclastic Axe, etc) is okay. Pyro as a name isn’t because the name is copyrighted. Saw this kind of thing all the time when I played City of Heroes.

No, I very strongly believe that it is not a copyright issue. I could be mistaken, but I believe it is not related to copyrights.

A support agent is the only person who can help your friend, and I am sure they will do so. If they misunderstood the situation, please ask your friend to update the ticket and explain again what he requires.

Thanks.

getzzzonked.7609:

Leira.9701:

Hey there! Might I ask why the english forum allows re-asking for tickests after 3 days and in the german one id have to wait 5 days or longer?

May I ask the english support to get a quicker response? Dont want to cause double workload though …

D.

This one has been 5 days, the 4, then 3. I would hazard a guess that it must all correspond to the approximated wait time of tickets being answered. If the wait is 5 days, there are more tickets, and when there are less tickets the wait time goes down.

Fair question, and I apologize for that issue. All players are encouraged to post after three days (previously four, and originally five days.)

I will see if I can venture into those forums and lower that 5 to a 3. Thanks for pointing this out.

Mexay.4521:

corvocuore.2571:

Ok, 4 days now from my ticket: 121025-003179

I can’t understand why Anet don’t put top priority in this issue if is obvious a mistake.

So many people banned for the 1 copper spam mail.

Please keep in mind that we are all merely theorizing that this is the issue. We have no solid evidence to support it. Don’t get too carried away now.

No one is being suspended or terminated for a 1 copper mail. If you received such an in-game mail and were suspended or terminated, that is coincidental. We wouldn’t take action on an account based on that single piece of evidence, and in fact it’s really not evidence of wrongdoing, as a player cannot control what mails come into his/her mailbox.

Kaiser.4526:

Still waiting on my ticket to get answered, been two weeks now and nothing. Getting fed up with Arenanet taking so long to respond.

121016-000454

Is this issue related to Guild Wars or Guild Wars 2? I think your ticket may have been mis-routed.

If you go to this Knowledge Base article — https://account.guildwars2.com/recovery -- you should be able to accomplish that. If not, please contact Support and they can help you do this.

Since you are recovering from an account compromise incident (and you have my sympathy about that), you can simply ask Support this question in your ticket and they will be able to provide you with information about how best to re-secure your account.

This processed today.

Updated – Saturday through Monday, 27 – 29 October – Part 2

121022-000841, 121022-000907  Resolved
120918-005162 Resolved
121025-000789 Issue is currently being addressed; awaiting approvel to complete transaction
121021-001711 In Appeals Queue, awaiting review
121027-000347 In Appeals Queue, awaiting review
121025-003179 In Appeals Queue, awaiting review
121024-000499 In Appeals Queue, awaiting review
121018-001631, 121029-000008 In Appeals Queue, awaiting review
121026-000297 In Appeals Queue, awaiting review
121025-002129 In Appeals Queue, awaiting review
121024-003346 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121025-001252 Final response sent 10/29
121020-000799 Awaiting review
121022-002209 Awaiting review
121022-002233 Awaiting review
121020-000350 Awaiting review
121024-001501 Awaiting review
121028-000419 As suggested, we’d appreciate a bug report on this.
120902-015947, 120925-005183 Added to distribution list; should be resolved tomorrow.
121022-002240 Account closed for payment fraud; will not be reinstated.
121026-002028 Account closed for payment fraud; will not be reinstated.
121027-000349 Account closed for payment fraud; will not be reinstated.

For more information, see the Update Thread in this forum.

Updated – Saturday through Monday, 27 – 29 October – Part 2

121022-000841, 121022-000907  Resolved
120918-005162 Resolved
121025-000789 Issue is currently being addressed; awaiting approvel to complete transaction
121021-001711 In Appeals Queue, awaiting review
121027-000347 In Appeals Queue, awaiting review
121025-003179 In Appeals Queue, awaiting review
121024-000499 In Appeals Queue, awaiting review
121018-001631, 121029-000008 In Appeals Queue, awaiting review
121026-000297 In Appeals Queue, awaiting review
121025-002129 In Appeals Queue, awaiting review
121024-003346 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121025-001252 Final response sent 10/29
121020-000799 Awaiting review
121022-002209 Awaiting review
121022-002233 Awaiting review
121020-000350 Awaiting review
121024-001501 Awaiting review
121028-000419 As suggested, we’d appreciate a bug report on this.
120902-015947, 120925-005183 Added to distribution list; should be resolved tomorrow.
121022-002240 Account closed for payment fraud; will not be reinstated.
121026-002028 Account closed for payment fraud; will not be reinstated.
121027-000349 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 – Saturday through Monday, 26 – 29 October – Part 1

121018-001631 Final response given 10/22
121025-000099 Under review by senior agent
121014-000662 Under review by senior agent
121020-000483 Under review by senior agent
121020-000350 Under review by senior agent
121023-002296  Under review by senior agent
121023-000291 Under review by senior agent
121022-002435 Under review by senior agent
121022-002419, 121025-001807 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121014-000579, 121023-000745 Under review by senior agent

Smooth Penguin.5294:

A lot of people purchased keys from unauthorized websites because it was cheaper than the GW2 official site. I assume the website then did a chargeback close to the end of the grace period for creditcard disputes. When that happened, everyone using those keys got terminated. While working in the banking industry with risk management and security, I’ve similar situations with website businesses. It’s extremely difficult when the business is in a foreign country.

Word of advice: Just because a website is online and has a nice layout with pretty pictures, doesn’t mean it’s legit.

Yes, that is exactly what happened in many cases. And it’s a shame, because we lose, the player loses, and the seller sometimes declines to make good on the purchase.

I would strongly recommend that you never purchase from an unauthorized seller. Nor would I purchase from a reseller on eBay or Amazon or any other site that promises a “sealed box.” I get my games from the source, or I get them from a trusted supplier like Amazon (the main site, not the individual sellers), EBGames/Gamestop, etc.

What do you do if you’re a victim of a dishonest reseller? Get in touch with the seller and get a refund. Then purchase a legitimate copy of the game from buy.guildwars2.com or an authorized retailer.

I am just checking with you. You had a character named P Y R O and that character was flagged as having an unacceptable name, correct?

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.

If you have issues like this, you are welcome to report the player and send the evidence you have gathered and the team into it. At the least, you’ll be doing a public service if a scammer is removed from the game.

I hope you both have contacted Support. They definitely will help you!

Thanks for letting us know this sorted out, and thanks for the suggestion, Grub.

I wanted to note that occasionally it’s best to clear out the whole mailbox. Even with open spaces, occasionally a mail gets persnickety and declines to get into the mailbox until it has a choice of spaces.

Anyway, take off all the items on the existing mails, then toss them all and see if the new, incoming mail will show up. I feel sure it will!

No need for new systems. There already is a solid, reasonable, and secure means to trade in the game. If you choose to go outside that system, well, as the Roman’s say, “Caveat Emptor” or “Let the buyer beware.”

absolutemagnitude.6348:

account name: absolutemagnitude.6348

reference codes:
121029-000763
121026-003094
(added: 121029-000704)

It appears to me that someone (perhaps a family member) did a charge-back related to your game account, and, by necessity, the account was then terminated. I am not sure that you will be allowed to put a new code on an account associated with a charge-back. I suggest that you close our two of your tickets and focus your discussion on one. I have noted in the tickets that each of the three is related to one another.

tolunart.2095:

Kotik.7836:

On a side note, it seems people get banned for a fraudulent payment even months after the game purchase itself. It is highly suspicious as to why now and not earlier? why you are not warned for a fraudulent key when you try to create a new account?

It probably happens something like:

Shady ebay seller gets hold of stolen cc#, buys game code.

Sells game code to victim.

Next month, owner of stolen cc sees charges on his statement, reports card stolen.

CC company processes report, eventually notifies Arenanet.

Arenanet bans account bought with stolen card.

Victim wonders why he can’t log on.

The process can take several weeks to play out.

This is a pretty accurate outline of how some of these cases play out.

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.

There is no venue for appealing a name block. Names often are reviewed by multiple agents, and very, very seldom are reversed.

The name your chose is, as Grub pointed out, offensive in its reference to the mentally handicapped. It will not be reversed.

Glad to hear that. Thanks for letting us know.

Please do exactly as requested: Contact Support. They will help you.

Tedori.4032:

Thank you for clarifying, but the post isn’t complaining about orders not being delivered, the post is addressing the fact that the Trading Post bugged on a lot of people who were in the middle of purchases, and that because of the bug (which still has the Trading Post down for maintenance, now) many people have lost gold. I have the same issue. The Trading Post window hung after I hit buy, and when backing out of the screen I discovered that the items had also not been delivered, I attempted a purchase again, since I had never received a message for a successful purchase. I’d like to have my money back, yes, but I’m not exactly hopeful that it will happen.

I don’t understand. The Trading Post doesn’t reach into an inventory and take gold. If gold is “missing” it is because an attempted transaction did not complete — but it definitely should complete, even after a pause (which can be of a varying length of time).

We believe that these issues have been resolved, and that items that were ordered will now have arrived. Someone can get duplicate items by clicking the “buy” button more than once. If that happened to you, or if a purchased item (verified by the fact that gold has been deducted) did not arrive, please contact Support.

It could be that you got that message because you were not making a report, you were asking for a status check, which is not something we’d normally offer. (It would be rather foolish to do so, actually, as it arms exploiters with information that should be kept private.)

I cannot say why you got that response, and I am checking. But basically, the email address is intended only for exploit reports and not as a means for you to get an update on the status of a known exploit.

Thanks for understanding.

You were in breach of the User Agreement, the Rules of Conducts, and the Forum Code of Conduct. We do not have the option, right now, to force a display name change.

I’m sorry you don’t care for the name you were given, but we’re taking a firm hand with display names to avoid a degrading level of behavior in the game and on the forums.

Turismo.7612:

It’s your fault for using same e-mail/password like on other websites.

ANet DB was not breached so the responsibility is on you.

While bluntly expressed, at the core this is true. Security issues are individual and need to be handled (secured) or, if breached, resolved individually.

iBeach.5634:

My friend has still not been able to play for 2 months on the game that he paid for, and the botter still has access to his account freely using it to bot.

Please get your friend’s ticket number and post in the “Tickets for Review” thread and I will look into this matter for him or her.

There are a lot of people engaging in disallowed activities in the game: botting, gold sales, spam advertising, etc.

If you have submitted a ticket, the Customer Support Team will answer you. This is not a situation that deserves numerous forum posts.

You’ve posted before, and because this isn’t an account issue, I moved the thread to Player Helping Player, because I believe other players can advise you on how to get your rewards. If you have a ticket open — and I see you do — there’s no need to make new threads. You’ll get help from a fellow player or from Support, I’m sure.

Server transfers are free now, so no worries about joining World “A” and then moving to World “B” to be with your friend. Do be aware that the worlds can fill to capacity, but if you’re in the game, you two can discuss the matter and mutually choose a lower-populated world and both move there.

This is not an error, it’s a message to explain why you cannot use the name. The fact it’s given an “error code” is confusing, I’ll grant you.

Names will be released pretty soon, yes.

To which address did you send that email?

If you purchased gems, then yes, we will be sure that you get those gems back if you purchase an account. If you were given one of the free gem (test) distributions, then no, we cannot give you gems now.

Yes, we need to have security, because people use stolen or fraudulent credit cards and we must take measures to protect ourselves from that.

The team will help you. If you’ve been waiting 3 days, please post in the sticky Tickets for Review thread above.

Wheres My Mtn Dew.7109:

Thank you so much for getting my account back up and running. I was stoked to see that while I did lose everything in my material storage the hacker did not get my gems! Thank you guildies who let me know that they saw my toon hawking gold, if it were not for their quick action I am sure my gems would be gone too!

So glad it worked out. Thanks for letting us know — it helps to see these posts, because then we know you know you’re good to go.

Aretak.3826:

What does in the queue even mean, there’s no average time for resolving the issues given and there a different types of issues that have come up. I don’t see why they can’t simply revert the bans and then actually compile evidence/information with which to conduct proper bans on the right people.

The update “In queue” is intended to let a player know that the account is still being reviewed. No timeframe is given because each situation is different and the time needed to complete a review varies.

Reverting bans and then developing evidence is not a prudent way to do business. Remember, the evidence already exists, that’s why the account is suspended. The review is intended to give players the benefit of a second look, another check, a gathering of further evidence — if any exists — to help them get back into their account.

Update – Saturday through Monday, 26 – 29 October – Part 1

121018-001631 Final response given 10/22
121025-000099 Under review by senior agent
121014-000662 Under review by senior agent
121020-000483 Under review by senior agent
121020-000350 Under review by senior agent
121023-002296  Under review by senior agent
121023-000291 Under review by senior agent
121022-002435 Under review by senior agent
121022-002419, 121025-001807 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121014-000579, 121023-000745 Under review by senior agent

From whom did you purchase your codes?

While we cannot transfer your character over to the other server, I think you’ve settled on a good idea. I believe you may find a bit more flexibility on moving to the server after the Halloween event ends. Alternately, perhaps your guildies could move to join you… ?

Please contact Support and discuss this matter with them. We’re sorry for the inconvenience and will see what we can do to assist.

There can be multiple Stefanos. That is why there is a number set after the name. If you actual account was online, you should continue your discussion with Support.

Update — Friday, 26 October

121017-000323 Resolved
121025-002276 Resolved
120825-026231 and 121025-000056 Resolved
121018-000245 Resolved
121020-000341 Resolved
121018-000245 Resolved
121018-001573 In queue for review
121020-000350 In queue for review
121024-000346  In Appeals Queue, awaiting review
121023-000349 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001252 In Appeals Queue, awaiting review
121019-000660 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-000881  Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-001670 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002985 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002197 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121020-000578 Final response sent 10/25
121022-002092 Final response sent 10/25

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 — Friday, 26 October

121017-000323 Resolved
121025-002276 Resolved
120825-026231 and 121025-000056 Resolved
121018-000245 Resolved
121020-000341 Resolved
121018-000245 Resolved
121018-001573 In queue for review
121020-000350 In queue for review
121024-000346  In Appeals Queue, awaiting review
121023-000349 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001252 In Appeals Queue, awaiting review
121019-000660 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-000881  Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-001670 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002985 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002197 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121020-000578 Final response sent 10/25
121022-002092 Final response sent 10/25

If you were using a bot, if you work for a Real-Money Trading company, or if you acquired the account using a fraudulent or stolen credit card, your account was terminated because you were in breach of the User Agreement and the Rules of Conduct and it will not be reinstated.

If you purchased a legitimate account, you need to contact Support. We are unable to assist you directly with issues of this sort.