Guild Wars 2

Sorry, you can link only one Guild Wars account to one Guild Wars 2 account.

Please submit a ticket to Support by clicking the “Ask a Question” tab on the lined page. If you were banned in error, the team will help you with this!

I am sorry, but it’s not possible for us to reverse that purchase.

RoyHarmon.5398:

NeHoMaR.9812:

I changed my password BEFORE this “blacklist” thing to a very strong one, now I am getting the “change password” message even when I don’t have ANY plan of changing my password again. I suppose/hope the message will be removed someday.

I also changed my password to a very strong one before the blacklist went into effect, as mentioned above; I’m considering adding an extra word or two, just to make the message go away…

I think that’s a great idea because it accomplishes two things: Stops the reminder messages and, more importantly, increases your account security.

Abaddons Acolyte.7438:

Hello Gaile,
Because you seem to be the one keeping a close eye on this thread I would like to ask you a specific question. Earlier I had issues buying gems on the gem store. To make a long story short I was eventually able to purchase them for a short 24 hour time ( as per a e-mail from you guys)

“Although there is something about your transaction that is being flagged by our system, we have authorized your e-mail address to complete transactions for the next 24 hours.”

So now my question is basically, does this still stand?!?!? Can I purchase gems now? Or am I still flagged???

(sorry if this has already been answered)

We don’t always know why someone is “flagged” but we are happy to work with that person to make it possible to purchase gems. Just update your ticket (or start a new one if you have lost track of the old one) to ask for another 24-hour authorization.

We are sorry that this measure is necessary for some people, but we’ll do our best to address the matter quickly and appreciate everyone’s understanding (not to mention support of the game ).

https://en.support.guildwars2.com/app/answers/detail/a_id/9222

Please provide the 12-digit incident number.

We are asking people to consider changing their passwords not because we were hacked or because there’s been a security incident, but because changing passwords is a good way to foil would-be thieves overall. If you read Mike O’Brien’s article (linked above) I think you’ll understand why doing the change is in your best interests.

Please provide your 12-digit incident/ticket number.

We have mobile authentication. Details here.

Update: Friday, 19 October

120921-001242 Resolved
121012-000109 Resolved
121014-001845 Resolved
121009-002996 Agent suggested a remedy for this purchase issue
121003-002116; 121015-000885 Please update ticket to provide requested information
121015-000466 Awaiting review by Technical Support
121012-001753 Awaiting review by senior agent
121016-002257 Awaiting review by agent
121004-002047 You are not the owner of this account; it has been returned to the person who purchased it.
121012-001701; 121011-000086 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121006-001277 Termination upheld after two reviews

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, 19 October

120921-001242 Resolved
121012-000109 Resolved
121014-001845 Resolved
121009-002996 Agent suggested a remedy for this purchase issue
121003-002116; 121015-000885 Please update ticket to provide requested information
121015-000466 Awaiting review by Technical Support
121012-001753 Awaiting review by senior agent
121016-002257 Awaiting review by agent
121004-002047 You are not the owner of this account; it has been returned to the person who purchased it.
121012-001701; 121011-000086 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121006-001277 Termination upheld after two reviews

Here are updates about this situation:

121011-003010 – Resolved
110905-001463 – Resolved
120925-000737 – Resolved
121010-000426 – Resolved
120907-007909, 121014-000454 – Resolved
120908-008181, 121012-002731 – Resolved
121010-000801 – Ticket updated to let you know you did not have a CE/DDE

Please check your account carefully for the mails related to the item replacements. If your mailbox is empty and you are sure you did not receive the replacement items, please update your ticket so that an agent can review the situation.

Airala.8629:

Which is the more likely scenario?:

a) ANet, with millions of accounts, has been compromised – but less than .001% of those millions of accounts have someone attempting to access them. And despite a multitude of laws that would severely penalize them if they tried to cover up a compromise, they are falsely pleading innocence.

b) Some random user hasn’t been smart about his/her account security and opened the door wide for nefarious individuals to compromise his/her account.

Gosh, what a tough call that is…

Thank you. You get it and I appreciate the clarity.

Shannon.9583:

I think Arena was just hit by a “perfect storm” of concentrated external attacks and some internal mistakes during launch week.

Shannon — I disagree with you, and evidence sustains my position: If there was such a “perfect storm,” then the forums would explode with tens of thousands of posts about hacked accounts. A few posts a day does not point to any sort of systemic security incident but rather sustains the point, proven in every examined case so far, that these issue relate to personal account/computer/network security.

And because this thread has devolved into speculation — next stop, Conspiracy Theory Land — I’m going to lock the thread.

I can see that you received a response that may contain information that will help you. If not, please update your ticket to say that you still need assistance.

Hey all,

I’ve noticed quite a few individual threads about certain issues, so I’ve merged them into our bright, sparkly sticky threads at the top of this forum. These include:

• Gem Store Issues
• Questions/Concerns about the Collector’s Edition or Digital Deluxe Edition items

If you posted about these subjects in the last few days, kindly look in those threads and I believe you’ll find your answer in the thread.

I am sorry for the inconvenience!

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

Please, guys, DO contact Support so that a team member can review the case personally to see what may have happened. If it’s a legitimate termination, it will be upheld. But if it’s one of the rare “false positives,” they will take care of it.

Vajra.3914:

Right now, I buy items from gem store, but seems that the total of my gems gets down as regular, but no item is delivered.

Am I the only one who cannot get any items?

Edit: it was becuse I had my mailbox full of spambot mail…

All bots must die!!! [Resolved]

I am that that this worked out for you. I have to say that you’re not the only one who has had a full mailbox and has been unable to accept the purchased items.

Thanks for your support of the game!

I am sorry that I did not see this issue earlier!

I asked the team about this, and the codes should work (if they were not previously used). Could you kindly submit a Support ticket by filing a ticket through the “Ask a Question” tab on that linked page. The team will be able to assist you.

Kain Francois.4328:

The Frog smiles upon us today!

Thank you for clarifying this, Gaile Gray!

You’re very welcome. They are both cool newsletter — GW and GW2 — and I don’t want anyone to miss them.

Nightwatch.2653:

As a side note, I would note some irony/amusement in that they are sending these ads to both valid/open accounts and to customers who they have banned (either wrongfully or rightfully).

Oh dear. That doesn’t seem quite right, but I am not sure how to prevent it. I’ll talk to the newsletter person about that.

Kain Francois.4328:

I had gotten this one too. It linked to https://www.guildwars2.com/en/events/halloween-2012/?utm_source=newsletter_gw2&utm_medium=email&utm_campaign=email_

Can we please get a quick confirmation whether or not it is legit, so we users don’t need to worry about it potentially having malware?

That came from us. You can tell because the active link — not the one you see, but the one that is actually embedded into the link — is guildwars2.com. Now, if you saw guildwars2.com but when you moused over it was not guildwars2.com, I’d be worried.

It’s good to be cautious and even suspicious about emails. One trick I learned was not to click the live link, but to right click and copy it, and examine it in notepad and if it legitimately links to the site I expect, then insert the link into the browser “by hand.”

I don’t know that that was a phishing attempt. We did send out a Halloween newsletter for both games.

Can you provide me with the “phishy-looking” details of that email?

For anyone who has experienced this issue, I hope that you have tried to log in recently. If you’re still unable to join the game, and if you did not sell or buy gold or use a third-party program, then by all means submit a ticket to Support. It’s very unusual for tickets to take more than a day or so to get resolved, unless there’s something unusual, like an account dispute.

I just spoke with an agent last night, and he told me a lot of details about a particular case where two people were claiming that they owned the account. In those cases, it’s going to take time to get the proofs of ownership, assess them, and make a determination. Sadly, in a few cases, it’s impossible to determine the real owner and those accounts will be terminated and no one will be given access. (This is yet another argument against account sharing or purchasing a used account — lot’s of people are burned in those situations!)

Helpful info:

Here is information to help you:

• How to Submit a Ticket
• Tickets For Review: 3 Days and Older

If you truly have been waiting this long, and as active as you have been in the forums, I am surprised I haven’t seen you posting in at least one of the correct threads. (Or maybe you did and I missed it, in which case I apologize.)

Here is information to help you:

• How to Submit a Ticket
• CE/DDE Item Questions
• Tickets For Review: 3 Days and Older

Please post in the appropriate thread (the second one listed there) and always, when you are requesting help here, always include your 12-digit incident/ticket number so that we can investigate and get the issue resolved.

Did another sweep of these remaining issues and we should be addressing these today.

If you have not received your items, please post below this post. I may have missed your earlier comments and we do want to get this tidied up for you.

The Support Team will be able to help you. Disabling one does not automatically enable the other so get in touch (use the “Ask a Question” tab on that linked page) and an agent will lend a hand.

We are not able to transfer characters between accounts. I do not think that is a feature we will offer in the future.

This is one of the reasons that we strongly discourage and the User Agreement actually disallows account sharing. If it’s not disputed ownership, it’s the awkward situation where two people want the same account for non-adversarial reasons.

I suggest that your brother purchase his own account and level up another character. Clearly he has the skills to do so.

First, I have removed the inflammatory comment from your subject line. ArenaNet has not been compromised.

Secondly, if you would like help regaining access to your account and getting suggestions on how to improve your security, please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

Update: Tuesday, 16 October through Thursday, 18 October

121014-000662 Resolved
121017-000204 Resolved
121004-002047  Account ownership dispute; awaiting review by senior agent

Update: Tuesday, 16 October through Thursday, 18 October

121014-000662 Resolved
121017-000204 Resolved
121004-002047  Account ownership dispute; awaiting review by senior agent

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.

Support will have suggestions for you. Some of those mentioned in this thread are quite helpful, and Support may suggest that same thing, as well. They’ll get back to you soon – the ticket queues are not long and responses are pretty quick!

If you have verified you email address, you can get help from Support. If you have not verified your email address, I believe you can change the email address.

I agree, PayPal is an excellent alternative to try!

I understand your questions, and think you should continue the discussion with Support in your ticket. The team may find a way to make all this work out.

Definitely get in touch with Support. They may be able to help, or they may be able to give you the information that you need to address the issue with the store that sold the card.

Yes, our servers are secure. Please read this article for details of how this happened.

I notice that this ticket was answered earlier today, but here are some details on this:

• Someone bought a code and then resold it. The reseller had purchased using a fraudulent credit card, so the code was disabled.

• That means your brother’s account — I believe this issue affected only his account, right? — was disabled, by necessity.

• You should seek a full refund from the person or company who sold you the code.

• You may purchase a code from a legitimate source. See buy.guildwars2.com to purchase directly from us or through the authorized retailer list.

• When you get the new code, you can add it to your brother’s existing (but currently closed) account. If you have any difficulty, please contact Support and they will help you and your brother get the code on the existing account. (I do think it will be possible for you to do that yourselves, since you have the account details and can simply input the code.)

I suggest that you all move again, to a less-populated world. I know it’s a bit of a bother, but if you do that, you may have enough “breathing room” on capacity to add other friends in the future. World transfers are free at the present time, and you can do one every 24 hours.

I also agree that making a transfer attempt during a period in the day when the activity is lower might be worthwhile.

It is true that Mistfire Wolf is a skill, not an item. You do not receive an email about this special skill — it is present as a Elite Skill on your skill bar and is accessible at Level 30.

We will be able to offer account restorations in the future, and that will address these issues (for compromised accounts only). I regret that we cannot generate replacement items for you now, but I hope that knowing a better system will be developed in the future provides some small comfort.

I want to make sure that folks see this post and that they read Mike Lewis’ post about this subject.

I will look into this for you but please don’t be concerned — this isn’t your error and we’ll not penalize you for this!

I’m sorry for your inconvenience! This is something that needs to be researched for you by the Payment Team. Please submit a ticket to them, providing as many details about the transaction as possible.

Yes, please give it a few days and all will be clear to you.

We do know there is an issue with this, and it’s being examined. Thanks for your patience as we work this out. (And of course Support can help individually, if needed.)

I think it’s close enough in time that this post may be relevant. There was a brief glitch last week that did cause some accounts to be blocked in error. The situation was reversed in a matter of hours and the accounts were reinstated. That may be why TigerBite was back in the game without a response to his/her ticket. (In other words, the situation was reversed before the ticket was acted upon.)

If you were blocked last Friday, October 12, then that post could apply to you, and you should be back in the game. But if you were blocked on another day, you will need to file a ticket and then Support can review your particular situation and attend to it.

Because some problems have been corrected and some still seem to be ongoing, I need to ask for you to please give me a concise outline of what’s going on now for you, in the “Tickets for Review” thread above. I will be sure to note it there tomorrow and can do some research at that time. Thank you.

I agree that it would be a huge disappointment for someone to contribute a lot of time, effort, and game expertise and then get replaced by another non-contributory player at the last minute. And based on other things I’ve learned, I really am not sure that is possible if things are working as designed.

But let me confess I don’t know exactly how this works as opposed to how it should work, and I’ll see if I can find out more soon.

Sentinel — here’s the bit about the whole “human response” thing. You’re not getting automatic responses. I mean, a real person is reviewing your ticket and sending you the best response possible. If it sounds overly formal, it’s because we’re trying to give you really clear info and that means that the answer can sound pretty alike (because the info they need to relay is similar for a lot of people).

Bottom line: We hate (hate!) to see legitimate players get caught up in an unjustified suspension or termination and we’ll try very hard to right any wrongs!