Guild Wars 2

juicifruitz.6251:

Thanks for replying, they did this and are now back in game again

Oh terrific! Thanks for letting us all know that!

Not to make a sweeping statement, but generally attempts to hack an account come from a distant location, not next door, in the next town, or even across the state. A player from the UK had auth requests from England, Wales, and Scotland. They were all ok — all his log-in attempts — but his ISP was using a broad list of IP addresses.

I’m not a security specialist, but I would be far more worried about a log-in attempt from China (the most common location from which compromise attempts are made) than I would be from one a few hundred miles away.

However, if you are at all uncomfortable with the access attempt, decline and restart the log-in attempt and see what happens.

Fantasma — did you perhaps check the option that retains your usual location, so that you won’t get the emails unless someone tries to log in from another location?

Nhalx — sounds like things are working as intended.

I’m glad that it’s ok for you now. And thanks for making the update to your thread – it’s very helpful when forum members do that!

If you were not botting or using any third-party program, you are welcome to update your ticket and appeal . Yes, the blocks generally are placed with certainty, but they are placed by human beings, and none of us are infallible.

Please know that the vast majority of those who breach the User Agreement plead innocence. They use a third-party program — usually to automate play (like afk “farming” while they’re asleep) — and they think we cannot see it, or they think we won’t have the data to block them, or they think that we’ll let them have “another chance.” But if it looks like a bot, and it smells like a bot, and the data proves it’s a bot…

Again, human errors are possible, and you are welcome to appeal. But please be aware that appeals take time, and please be patient as this undergoes the numerous reviews that are required.

This particular sub-forum isn’t a conversation/chat forum. It’s a forum designed to ask and receive answers about various account issues. So yes, many threads are locked as soon as the answer is provided. It’s a housekeeping measure, an organizational decision, and not a means to “muzzle discussion.” Because, in fact, there are many other sub-forums for discussion, but this one is purpose-built for issue discovery and resolution.

Your thread does not contain a 12-digit ticket number. Therefore, I am working “in the dark” in providing an answer.

The observation about the “forgot your password” element is helpful and I can look into that tomorrow.

You do not need to have the serial code to get help. But incidentally, yes, the serial code is flagged with a message that says that one should retain the code in case one needs support in the future.

The message that you received from our agent seems to point to a registration issue. And they will continue to work with you until it is resolved. if indeed you still need help. If you have not received a resolution in three days, please post in our “Tickets for Review” with your 12-digit incident/ticket number and we’ll take another look. It seems that this is solved, but if not, I feel sure you’ll have an answer well before that time.

Please allow the team the time to resolve this issue. You’ve had a response, it’s been just a few hours, and how this post is going to “provide a little viability” to your issue isn’t at all clear to me.

I suspect this is a case of forgotten credentials, and the team can and will help you!

I can tell you that the team works 24/7, and that the agents are committed to helping players.

Please do not use the forums as a place to rant. Doing so contributes nothing, and having to answer these posts instead of helping players who genuinely can benefit from our involvement is a significant waste of time.

The formula is not post + forum whine = improvement in support. The best thing you can do is allow the team sufficient time to address the issue you’re concerned about.

We do care about these situations, and the team will review the details and will get back to you as quickly as possible. Please allow the team enough time to review the case and resolve it.

The team will help you, but you need to give them more than a few minutes to do it.

Remember, too, that we need the 12-digit incident/ticket number in relation to any request for help.

I’m sorry that your child locked him- or herself out of the account, and that you did not retain the serial code, or were not sent it. Hopefully while this is getting looked into, the team can address that, too.

But basically:

• You submitted a ticket. That’s good.
• Then you came to the forums and spent a bunch of pixels complaining about service that the team hasn’t had time to perform? That’s not so good.
• And you offer up a weak “conspiracy theory” about us not wanting to help people? That’s nothing short of insulting.

Please give the team time to address your issue. That is what they are committed to doing, and that is what they will do. If you have input about how to improve the process, share it in your tickets so that we can make improvements.

As I’ve mentioned in the past, and forgive me if you didn’t see it, support needs to have time to address the issues that it needs to address. So creating a ticket and immediately posting in the forums doesn’t allow a team member to read the thread, must less appraise and respond to it.

Please give the team time to help you — they will do so!

And thank you to you and your brother for your support of our game. I believe we’ll get you into GW2 soon!

Jeffrey Vaughn.1793:

As far as I know, we’ve squashed the bug that was causing this, so it won’t happen going forward, but as I mentioned above, we have no way to retroactively try to fix characters that are in the wrong order. Sorry!

Please note Jeffrey Vaughn’s statements above. If your character is in this unusual situation, please note that, with our deep regret, characters in this situation cannot be fixed, moved, reassigned, etc.

Please do not ask for someone else to address the issue, or continue to inquire about when your character’s situation will be remedied. Please give Jeffrey’s comments your attention and make a decision about your character based on what he has stated.

Thank you for understanding.

Actually, I believe you are mistaken about what prompted this request.

The actual verbiage that is displayed at the top, and the “Must be at least 8 character long” it below. Perhaps you missed the first message, but it reads:

Change Password

That password is not available. Either you’ve used it before, someone else has used it before, or it’s known to have been hacked from another game or web site. Please choose a new, unique password for your Guild Wars account.

It then goes in to suggest the use of four random, unrelated words.

I think this is what you’re running into, and not a glitch with a password that is or exceeds 8 characters, when that is exactly what is requested.

It’s really preferred that players not create a ticket and immediately post on the forums asking for help. That means that at least two team members are reviewing the same issue, and that’s an inefficient and unfair allocation of time.

However, one of our agents looked into this situation, and the person who accessed your account and deleted the character does not seem in any way associated with the person who used the character name.

I’m really sorry that that happened to you but unfortunately we do not have a means to address this matter, since taking the name away from someone else in this situation would be inappropriate and unfair.

As you guys have seen, Content Designer Jeffrey Vaughn is providing updates on this topic from time to time, as he is able to do so. Please understand that Jeffrey’s a very busy guy but if there’s news to share, I’m sure he’ll provide that.

Thank you for your patience.

I talked to the team that leads our Gem Store initiatives, and they have said that a character name-change option will be available in the store in the future.

The name was changed because of its questionable nature. Thanks for being so understanding about that.

In most situations, the player knows that the name was offensive or at least questionable, so the change isn’t alarming. You did jus fine to post here, and of course if you had submitted a support ticket, a team member could have told you the same thing.

I’ll discuss this is an all-team meeting and see if we want to amend the process at all. (One reason against notification is that it usually erupts into a “That’s not offensive!” argument, where your reasonable approach is refreshingly different!

TL;DR — you’re ok. No account compromise here!

Thanks a bunch for the update. I’ll let the team lead (who was helping you) know about this. I’m pretty sure he’s aware, but it doesn’t hurt to send off an email so he can take the “check back on this” off his to-do list.

I’m sorry that we cannot give you tokens if you did not receive them. I recall a thread a few weeks ago where a player found that she did get the tokens after all, through some game mechanic of which I was unaware.

So first, check to see if you got the tokens. If you did not, again, we cannot give them to you, with our regrets.

Secondly, if you have screenshots proving abuse by another player, you should feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Attach your screenshots, and provide the time, timezone, and date the issue occurred. They can look into the matter and take whatever action is appropriate in this particularly situation.

It is not reasonable to expect that we will give warnings for a breach of the User Agreement. We can spend resources issuing warnings, monitoring behavior, and following up with account actions on those who do not heed the warnings. But that takes a considerable amount of time and effort. Assigning agents to that task means we’d have fewer agents actively helping players get back onto compromised accounts, doing bot hunts, identifying game issues, dealing with gold sellers, researching bugs, and so forth.

The prudent use of our resources does not support the issuance of warnings. And quite frankly, once you start giving warnings, you go down a rabbit hole of ineffective support where you’re spending too much time talking about issues and far too little time doing something about them.

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.

I’m sorry that you’re experiencing this inconvenience. The answer may be the large pool of IP addresses used by your Internet Service Provider (as mentioned in the forum post above). So where in the past IP locations generally appeared nearby, they seem to be spreading out a bit and someone in Chicago may see “an access attempt” (by them ) in Florida. A player in the UK was getting IPs that were listed as being 400 miles distant from him, and yet they were all legitimate, and all reflected his own legitimate access attempts.

If this is a considerable inconvenience, I think it would be helpful to gather information about your particular situation. Consider filing a ticket and provide:

• The name of your ISP
• Your location
• Various IP addresses that you are asked to validate

Alternately, have you considered using Mobile Two-Factor Authentication, instead?

juicifruitz.6251:

I have a friend, who got GW2 off a website, they have been told that the site used a stolen CC to purchase from the GW2 site. Thus their account is now disabled.

If they were to get the full digital deluxe version from https://buy.guildwars2.com/en/ and then went to https://register.guildwars2.com/ entered their existing GW2 info, will this keep all their existing characters?

Yes, your friend can keep his account! It should work exactly as you describe, but if he has any difficulty, he can contact Support by filing a ticket through the “Ask a Question” tab on that linked page and an agent will process the new, legitimate code onto the account and your friend will be good to go!

Xiphius.5893:

Hey I just bought GW2 and it says I have not validated my email address before I can log in through the game client. I do not understand what is going on it would be nice to play! Any help would be awesome!!!

It asks you if you want to use email authentication, but you are not required to do so. Simply click “cancel” and you will enter the game.

Enjoy!

Update: Friday, 12 October through Tuesday, 16 October

121014-003050 Resolved
120922-003995 Resolved
121011-003044 Resolved
121012-001916  Resolved
121003-002116; 121015-000885 Please update ticket to provide information requested by agent
121005-003376 Please update ticket to provide information requested by agent
121009-001325 Please update ticket to provide information requested by agent
121010-001648; 121011-002003 Please update ticket to provide information requested by agent
121006-001277 Awaiting review by senior agent
121009-002996 Awaiting review by senior agent
121010-000541; 121011-000035 Awaiting review by senior agent
121012-000109  Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121011-000086 Awaiting review by senior agent
121012-001701; 121011-000086 Awaiting review by senior agent
121014-001845 Awaiting review by senior agent; this ticket is just two days old
121007-002799 Account ownership dispute; awaiting review by senior agent
121008-003238 Account ownership dispute; awaiting review by senior agent
121011-000035 Discussing with agent today; I anticipate resolution soon
121004-003039 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121011-003389 Termination upheld after two reviews
121011-000236 Termination upheld after two reviews
121011-000390 Termination upheld after two reviews
121010-000361 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, 12 October through Tuesday, 16 October

121014-003050 Resolved
120922-003995 Resolved
121011-003044 Resolved
121012-001916  Resolved
121003-002116; 121015-000885 Please update ticket to provide information requested by agent
121005-003376 Please update ticket to provide information requested by agent
121009-001325 Please update ticket to provide information requested by agent
121010-001648; 121011-002003 Please update ticket to provide information requested by agent
121006-001277 Awaiting review by senior agent
121009-002996 Awaiting review by senior agent
121010-000541; 121011-000035 Awaiting review by senior agent
121012-000109  Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121011-000086 Awaiting review by senior agent
121012-001701; 121011-000086 Awaiting review by senior agent
121014-001845 Awaiting review by senior agent; this ticket is just two days old
121007-002799 Account ownership dispute; awaiting review by senior agent
121008-003238 Account ownership dispute; awaiting review by senior agent
121011-000035 Discussing with agent today; I anticipate resolution soon
121004-003039 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121011-003389 Termination upheld after two reviews
121011-000236 Termination upheld after two reviews
121011-000390 Termination upheld after two reviews
121010-000361 Termination upheld after two reviews

It appears that you are still unable to play. I asked a TS Rep to take a look at this and she recommended that you look at the response sent on October 14th and try the steps that they outlined then. Best of luck, and do let the team know if you need additional help.

Resales of accounts are strictly forbidden. We do not charge a monthly fee, and “pass along” or resold accounts are a key cost for us, in that they often go into dispute or have other issues that take time.

We will not be able to help you breach our User Agreement.

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.

From our Regional Designations FAQ:

The one-time verification system simply confirms that you have purchased the correct version of the game for your area of the world. Once that has been confirmed, you may play from any location you desire.

I am a little unclear about why some people are confused about the term “display name.” By it’s very title, isn’t it clear that it will be visible? What else would “display” mean in this context? (As noted above, there’s info available when setting it up.)

Character name changes will be offered in the Gem Store in the future. It’s not clear yet if or when we’ll offer display name changes, for a variety of reasons.

While we would like to help you and other players in the same situation, it is not possible to help you with a feature that is not yet in the game. In the future — pretty soon, in fact — we will be able to restore accounts. We cannot do that yet, with regrets.

I am sorry about what happened to you. Please be sure you re-secure your account. Information can be found here: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

Gaile Gray.6028:

TheResistance.7465:

Still nothing Gaile. #121009-002996

Well, phooey! I will send an email for you. Sorry for the delay!

The team lead updated you and let you know how to address this. Let us know if you still have issues.

Cynical.2097:

My card won’t work on the gem store….
121011-003044
They told me my card is on 5 different accounts… Which it shouldn’t be. All I want to do is increase my character slots and this is providing to be a huge hassle.

One of our senior agents took a look and he tells me this is resolved now. If you still have issues, please post in the stick “Tickets for Review” thread.

Monchichi.9301:

I’m unable to purchase gems as well. No error. The next button just won’t light up in the credit card info box. It’s not a saved card, but it has worked in the past. All the info in the fields was correct. No Next button.

I did submit at ticket this afternoon.

I feel sure you’ll hear back quickly, but if you have issues, please post in the stick “Tickets for Review” thread.

We do not get in the middle of these exchanges. To do so would require excessive amounts of time and, in many cases, would never be clearly understood by us in reviewing the game details. That means that we could not resolve the issue, even after the attempt.

When you enter trades of this sort, you’re entering into a “gentleman’s agreement” and the details are and remain between you and the trader.

Naturally we’ll take action against scammers, but we will not access accounts, pluck off items, and return them to the original owner, not access an account, retrieve an amount in gold, and pay the promised amount to the seller.

Sorry, we don’t have any information to share right now about this feature. We do understand it will be super-popular, so I’m sure the dev team has it on their to-do list.

TheResistance.7465:

Still nothing Gaile. #121009-002996

Well, phooey! I will send an email for you. Sorry for the delay!

Zerdand.5308:

Didn’t want to double post but I can’t see a edit button? EDIT: Found it! only seemed to appear once i posted? not sure what im doing wrong lol

This is part of the email response I received

There is a default purchase limit of $300 per 30 days for the “Card on File” purchase option. This purchase limit is there to help players or parents control their spending for the account.
It appears you have almost or already reached the card on file purchase limit for your account. To resolve this issue, simply remove your card on file, and leave it off. I know it’s not as convenient entering your card information each time you wish to make a purchase. However, leaving the card off file means that you will not never hit that card on file purchase limit.

We have just implemented a way for players to remove the card on file from an account. To do this, simply click the trash can icon next to the saved card on file in the Gem Store. Confirm the deletion, and the card will be removed.

Also, if you are receiving an error, it could be because of too many failed attempts within a short time frame.

Please wait a full 24 hours from your last transaction attempt, then try again. For future reference, please keep in mind that too many failed attempts within a short time frame will always result in an error.

Thank you for including this, Zerland.

Tremulous.8906:

The company that you buy in game money like gems has been hacked so to stop them from stealing all your real money it has been shut down and when its back up you will be able to buy gems.

This is absolutely untrue. I would ask to have this removed, but I want it to be clear: We handle our own transactions, and nothing whatsoever has been compromised in any sense. Our Gem Store and the in-game Black Lion Trading Company are operating just fine.

Please do not post rumours, speculation, or bogus “information” in these forums.

Signet of Forums.4397:

If you are talking about the PlaySpan hack, that is incorrect. They have nothing to do with Guild Wars 2’s gem shop.

This is accurate. We do not use PlaySpan.

Reporting is always a good thing. No matter the outcome of one’s personal situation, a player does tremendous good for the community by making the company aware of scammers. Please DO encourage your guildie to file a ticket.

This is one of several thread of the type. And I’m not pointing a finger at you, but I can’t tell you how many times I’ve seen “I didn’t do it” when someone provably and absolutely did. Does that mean that mistakes are never made? No, of course not. But they are far less frequent than some would have the general community believe.

If you’re innocent, please submit a ticket and the Support Team will help you get back on your account.

If you sent a ticket, then you will get your answer. There’s nothing more to be learned here, sorry.

It could be that the way you expressed it seemed insulting. The same comments can be seen as, and meant as, “you’re doing a good job” or “they’re doing a lousy job.”

I don’t believe you were given a time-out, so I wouldn’t worry about it. If you did receive a temporary suspension, perhaps it was because you’ve been crossing the line a few times in your posts.

I’d just move on, no big deal here.

No one in the game can possibly know that you are Jewish. And no one who sees the name knows the intention, they just see a questionable name and react accordingly.

Name is disallowed. Name will be disallowed. And as far as I recall, you did not serve the usual 3-day time-out, so you might see the glass as half full rather than half empty.

We’ll have word on this soon.

And as far as I know, no posts on this subject have been deleted. They may have been merged, because it keeps coming up and there’s nothing new to state right now.

We have a glitch in the forums that may prevent you from seeing your posts. Some players have reported that they must go to their own posting history to find a post that is in the thread, but not visible to them.

If you click on a thread and it takes you to a blank page, they should try changing the URL to trim off the page and post data. For example, for https://forum-en.gw2archive.eu/forum/pvp/wuvwuv/Night-Capping-and-YOU/page/22#post428654 they should change it to https://forum-en.gw2archive.eu/forum/pvp/wuvwuv/Night-Capping-and-YOU/. In other words, you can remove the all the info after the end of the forum title itself and you’ll be good to go.

Please post in the Tickets for Review thread. Do not continue to post in other threads about this issue.

Your friend was sent an inquiry on September 30th asking for details that will allow him to regain his account. Please ask him to respond to ticket: 120908-007862.

Thanks.

The name was clearly and indisputably offensive. We cannot offer user changes right now, and I’m not sure that we will offer them for offensive names. One of the agents renamed based on the letters used in the original name.