Guild Wars 2

You were not banned. If you were suspended, it was because you have accrued multiple offenses on your account, and the game is less than two months old!

Please read this article. It explains it all: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

And be sure you change your password and consider using email or mobile authentication (initiated from a secure system).

You friend’s account was previously blocked for using the Karma exploit. He was reinstated through an act of kindness on the part of ArenaNet.

A month later, he was found to be engaged in botting and the account was terminated. A support agent reviewed the case and determined that there would be no reinstatement. I think that their decision was solid, and I see no reason to ask for yet another review of this account.

When did you get the gems? Had you attempted to purchase using your gems and the purchase was delayed? I think I have an explanation, but need more info. (Don’t be worried, I am just checking on this.)

Thanks!

I am sorry but we are not able to refund your tokens or exchange your items.

Why don’t you guys choose a less populated server and move there as a group? That’s been very effective for other guilds and groups of friends.

You need to answer the questions in the ticket. There is information that the team requires to look into this for you. Thank you.

First, do not cross post. Pick the forum and post, but don’t post in multiple forums. Since obviously this is not an account issue, I’m moving it back to Bugs.

Secondly, yes, it appears you were sent the wrong automated response. Our apologies for that. But rest assured your ticket will be reviewed by a human being shortly. This isn’t the first time you’ve posted negatively on this forum. I’d suggest that you consider allowing the team time to review your situation and get back to you; it’s been just hours, after all.

And in addition, you should avoid rude topic titles like the above. For there is hardly “a complete lack of customer service” when you see the large number of posts in this forum, and know that thousands of tickets that are answered every day.

Kazak.8459:

Still no rewards. Anet, any advice?

We would love to get a support ticket from you so we can work with you directly.

In general, I’m intrigued by this situation. We have several factors, like the fact the map completion “rounds up” and may look like it is fully done when there is another POI or two that needs to be visited. I am not sure if the system gives you the title, though, until you well and truly have 100%.

We’re suggesting you:

• Visit each map again
• Visit the Chantry of Secrets

Again, with 100% completion, the title, and a visit to the Chantry, I believe you should have the rewards. I will follow up with the team on this.

Abertix.1860:

Hey Gaile, I’m just wondering if there will be any option for Guild Name changes since you said there might be one for character name changes? I would not mind even if I had to buy it from the Gem Store. You can even have it where you’re only allowed one time to change your guild name for a fee.

But I would really like a guild name change feature if you guys are thinking about doing one. I’m not asking for a time- table or anything, just if you guys are considering it. Thank you for your understanding.

Great question and I don’t know that answer, but I’ll ask the team!

denzy.5630:

“An error occurred finalizing your purchase. TRY AGAIN”
That’s the message I’ve been getting.
And below is my ticket, submitted one few days ago but forgot to record the ref #.

#121010-001207

One of our agents sent you a suggestion a few days ago that should get you all ship-shape for your purchases.

Turkey.3605:

I got the exact same error message as Zealot. I updated an earlier ticket I created through support.

#121004-000628

As explained, your financial institution seems to have blocked your purchases, at first. We contacted them and from what I can see everything seems to be copacetic now!

Zealot.6507:

Okay so they figured it out.

Yaay! Thanks for the update (and for your patience).

TheResistance.7465:

#121009-002996
Status: Closed? ticket is 4days old.

Card approval failed.

Escalated to a senior agent on the 10th. I just bet you will hear tomorrow — can you let me know? If not, I’ll be happy to follow up.

TheRamosOnline.2670:

I also have this issue… And I only have like a day to get my gems.
I’m at my Dads and he’s getting the gems for me in return for helping fix his laptop, but i go back home on Monday.
:|

C’mon Anet, this is your only source of player money outside of poeple buying the game itself. Fix this quickly.

Did you submit a ticket? support.guildwars2.com → Ask a Question tab. They may be able to process the purchase even after you’ve left your dad’s house, I’m not sure. I guess that depends on the reason for the block and such, but let’s hope so.

Kentaur.4918:

121014-000934
121014-000893
121014-000871

Please do not submit duplicate tickets or make multiple forum posts. Every duplicate ticket delays your answer. Please wait for Support to merge your tickets and get back to you. As you were told, this issue is under review by a senior agent.

sham.9628:

Ok, so this morning. without warning i have been permanently banned for assisting gold and such which i AM NOT. i admit i gave money to some friends i know. but isnt that going too far? lending a hand to fellow players? and i think the cause to this is, one time i get a mail on gold selling, its in my in-game mail, and for the fun/trollling of it, i copied it and sent it to my friends

It’s really not a good idea to joke around about a serious issue. I imagine you understand that now. Please submit a ticket and an agent will review the case and assist you, if they are able to establish that you were not involved in RMT activities.

This is so very nice of you to ask about, Topazfalcon. We had a few unusual issues for those who purchase gems in the BLTC a few weeks ago. Mind you, the vast majority of transactions went forward without a hitch, but some did not — it’s as if they got “stuck” in mid-transaction. When this was fixed, most transactions processed as intended: gems removed, item(s) sent. However, in a few cases such as yours the item was sent to you and the gems were not deducted.

Please keep the item with our compliments and again, thanks for your exceptional honesty in asking about this.

Since the issue has been addressed and those who were directly impacted are back in the game, I’m going to lock this thread.

Thanks again for your patience and understanding with the issue that arose on Friday!

JeEDeE.7013:

my account is still terminated please check

If your account is still closed, you are not part of the issue that Mike Lewis wrote about earlier. Please submit a ticket to Support or, if you have done so, know that the situation will be reviewed and addressed as soon as possible.

Renato.3045:

Renegadeimp.8439:

Lame answer renato? I suggest you reread the reply. They have stated that their appeals queue is lengthy right now and you need to wait. Your suspension was for a completely different reason than the problems this thread is addressing.

My account has being suspended for 4 days, and I gave them no reason to do it, this should be solved in minutes not in a week, and I should be playing by now. Some other games you open a support ticket and they call you in minutes, solving the problems you have. GW2 was supposed to be the best mmorpg of all times, how could it be, with this kind of customer support?

You posted in the review thread? That’s good. Using this thread to continue to comment on your personal situation? Not so good. Please restrain yourself from continuing to post — your situation will be reviewed as soon as possible.

I’m so sorry. Did you submit a ticket to support.guildwars2.com (using the Ask a Question) tab? If not, please do so and a team member will get back to you quite promptly on this. If you did submit a ticket, can you post again if you’re still having this problem after they’ve gotten involved? I’d like to have the 12-digit incident number, please. (But please do allow them at least 24 hours to work on this; issues involving finance are necessarily delicate for both your sake and that of the company, so the team will need a bit of time to examine the situation.)

Thanks for your patience.

Please give me the 12-digit incident number so I can review this. Thanks.

I know I sound like I’m saying this a lot, but I really think Mike O’Brien’s article on account security is a great article. It will answer a lot of questions and tell you how to make your account more secure.

No one can see “context” or know what you meant by the use of the name when they see your name in the game. They see a denigrating term for women or a “profession” that is illegal in many places around the world.

Blocking the name is not political correctness in action. It’s setting a reasonable expectation for acceptable social behavior and gently ensuring that folks who don’t get it learn about the standards for our community, which serves people of varying cultures, races, ages, and genders. Sorry you disagree, but the name isn’t acceptable.

Cookie.6740:

So.. im thinking about getting a new computer but i then realized i lost my serial code for Guild wars 2, if i want to install the game onto a different computer do i need the serial code ? if yeah ? what should i do :’(

You can install using your account credentials. However, if you need assistance in the future, you’ll want to be sure that all the personal information on your account is accurate. Those who use fake, made-up info, like a pretend name and address, and then require reinstatement or restoration of an account can “shoot themselves in the foot” because they are unable to establish actual account ownership, due to the lack of the serial code and the lack of other identifying info. (I mean, if you use a fake birthday, will you remember it in a year or two? Probably not.)

So I would suggest that, just for your peace of mind, you ensure that all your info on your account is accurate now. I hope you’ll never have an issue, but it’s better to be safe than sorry.

Excerebrose.7508:

I think App authentication is a good idea, but I have my “troubles” with it… Which guidelines do you have for persons that get thier smartphone/iPhone stolen? I mean, its a pretty troublesome dilemma to be in if you get it stolen or by other means loose it.
Just something that always worried me…

Thanks.

I think this article from our Knowledge Base would help you: https://en.support.guildwars2.com/app/answers/detail/a_id/9238/kw/mobile%20authentication/session/L3RpbWUvMTM1MDI2MjQwNy9zaWQvejdTeXZLOGw%3D

To quote: Visit Account Recovery to unlink your authenticator. You can also unlink the authenticator at any time by logging in to Account Management and proceeding to the Security section. Please note that to log in while two-factor authentication is configured on your account, you will need to have access to your mobile device.

Glad it’s ok now. I’ll close out this thread.

Bellumpax.4031:

Couldn’t think of a name so I was being dumb and putting in absurd names in the character creation and seeing if it would reject it. One took and now I’m on my 3rd name offense and got the 72 hour banishment, didn’t know I could report myself or I would have. 72 hours is too long for this kind of offense.

I’m sorry that you feel that way, but you don’t know how many people you’ve offended with random name selections and three times? We’re kind. We’re tolerant. But we’re understandably protective of our community, and a 72-hour block is reasonable for repeated violations.

Please use care in the future.

aceva.2751:

nevermind logged on today and it was fixed thanks

Glad to hear it is all ok for you now.

Please submit a support ticket: support.guildwars2.com and then "Ask a Question. The team will help you.

We are working on several ways to help players with various issues. In your case, the most relevant is the ARS (Account Restoration Service), a free service that is intended to “roll-back” a compromised accounts to a point just prior to the incident. Once an account is returned to the owner, he/she can request restoration and, if it is warranted and approved, the entire account is restored to a point immediately following the compromise incident.

This is account wide, not character- or item-based. And we hope to be able to offer this very soon.

You definitely can get help for this situation from our Support Team. Please go to support.guildwars2.com and then use the “Ask a Question” tab to submit a ticket. The team can look at the situation and make adjustments, when appropriate, to allow the purchase(s) you have in mind.

And thanks for your support of our game!

Yes, everything is retained by us in our databases. That is why you can install on multiple computers or play from a friend’s house. You’ll be just fine.

Pavel.6840:

Thanks Gaile.

I know the one’s that say “Name is Taken” I can’t do much about. But will there be a time in AreaNet’s future where the “Reserved Guild Wars 1” names will be massively released? I know there’s no timetable currently, just didn’t know if the possibility of it never happening was on the table.

If one day the GW1 reserved names are changed, then I’ll make my character now, come up with any old name and go from there. If the prospect of GW1 names never being released is real, then I’ll have to think a lot harder for a name to use. I’ve learned from many years of MMOs, do it right the first time, or don’t do it at all…

Yes, names will be released. Thank you for not insisting on a timeframe, but I have never heard that we might not release them, and in fact have heard multiple times that we will. Now, if a programmer came up to me next week and said “We found we will never be able to release the names” I would be (1) shocked and dismayed, and (2) posting on this forum in a nanosecond, since we would want players to know.

I feel sure that you can go forward as you outlined.

sigh

The policy, as stated, is the policy. Please don’t read the policy and say “But why not approve this one?” or “What about that other one — I need to know why not on X, Y, or Z?” As we have said, “we will not approve any third-party program.”

A few more points:

1. Saying “give us more options so we can choose what to use these instead of using third-party programs” isn’t reasonable. Which option first? The one you like, or the one that someone else is requesting? There are a gazillion options in the game, and asking for more isn’t “the only real solution.” Not by a light-year.
2. As stated, we will work with the community to build apps in the future.
3. Our legal department didn’t write that — I did.

Asked, answered, and locked. I understand you were able to use the name in the past, but this is, quite literally, a new game with new standards. No stranger who sees that name instinctively knows "Oh, this guy was in GW and was given a “bye” on the name." No one of a similar status thinks, “Well, that’s a bodily function that they’d block if it was spelled properly, but that’s such a cool use of ‘creative spelling’ that I can understand why it’s ok to use it here.”

I totally understand the vernacular. I completely agree that it’s not a horrendous name. But But it was reported, reviewed, and ascertained to be unacceptable. And when that happens once, it will likely happen again and again, and it’s not reasonable to expect special consideration on a repeat basis. I’d suggest you shrug, rename, and move on.

If you have other names of a similar type, I further suggest you contact Support and work with them to change them now. If you have not made the characters with those questionable names but intended to do so in the future, you might do that now and do a single, large-scale renaming. The team will work with you on this.

Please give me the two ticket numbers — the first issue and this one. I’m sorry that you’re frustrated, and naturally do want to help you, but without the account history/histories to review, I cannot really do so.

If your friend is still unable to log in, he should contact Support: support.guildwars2.com, then “Ask a Question.” The team will help him.

We have publicly stated that renaming will probably be a purchasable option in the Gem Store sometime in the future. I cannot tell you for certain when that option will be available, but I believe that at some point in the future, you will be able to purchase a character rename.

What I cannot assure you, of course, is that the specific name that you desire will be available. That is a matter of chance, of course, as it is with any game.

There are known issues with the Tome of Influence and we are working on a resolution.

I would imagine they were caught in an RMT sweep and that the account was closed. That’s my first instinct, anyway.

Any would any player engage in “pass the items back and forth” when they know that those associated with Real-Money Trading are being banned by the boatloads? If you get a mail asking you to accept and send back items, do not do it. I can’t think of a single legitimate reason why this should be happening in the game, except as a means to try to blur the lines of RMT transactions.

As a player, I suggest you say far, far away from these sorts of “transactions.”

Since you can contact Support via the “Ask a Question” tab, they can help you figure out why you cannot use the account-wise support system.

What is the 12-digit incident/ticket number?

I need the 12-digit incident number in order to review the case.

And please, do not make another thread about this. Two is one too many. Thank you.

Please provide your 12-digit incident or ticket number, to aid in a review.

I’m sorry, but these incidents are too unclear for me to make a comment on any of them.

Please discuss with Support, but do be aware that they use much more than a single point of data before terminating an account for RMT activity. If Support says “No,” I have, historically, had very few cases where a follow-up review has resulted in reinstatement. I am not saying that it never happens, but it is very rare.

Thank you for filing the ticket, Darxio. I totally understand your concern. Because you’ve purchased gems in the past (for which a thanks is in order! ) it’s clear to me why this transaction is making you wonder, since it’s progressing so differently than your previous purchase.

I have looked at the ticket and it has been escalated to a senior agent for review. I feel quite confident you will hear back tomorrow and you can decide how to proceed based on that discussion.

Thank you for your patience.

Renato.3045:

Tks, Mike, however, I got this going on in my account since Thursday, and I got a different message from the others, I am suspended and not terminated. We all agree you should spend time solving the problem, however, this shouldnt be your job, you may have go think this is the first of many issues and technical problems you will go through, and we have nothing to do with your lack of staff. You need a better support! And yes, you need to keep working into solving this AND keep us updated, cause we are not your friend, we are customers. How much this game costs a licence? How many people should be there to answer our frustrated kitten today? Sorry man, as I said, I understand technical issues ans whatever problem, but what I cant understand is why Anet takes 3 days or more to answer a support ticket, mine wanst anwered yet, you dont have to tell any of us, what the hell is going on with your confidential software, we dont care about it, what we care is about customer service and about the weekend we spared to play, and now we wait and hope, ask like if it was a favor, begging for some info. Come on!!!! If its not your job, ask someone to answer our inquiries, like any other respectful company would do.

Hi. This sound very much not your situation is not part of the issue that folks experienced last evening/early this morning. Support will be answering you very soon, and it’s not likely to take three days at all! (The 3+ day thread is for those situations far outside the norm; most situations are resolved in 24-48 hours.)

If you continue to have an issue, you can post in the Tickets for Review thread above. I just feel sure this will all be worked out for you before you need to do that, and again, your particular situation was unrelated to the issue outlined in this thread.

Thanks for understanding.

caliselina.9416:

Thankfully my account is now back up and running! Thank you very much for reactivating it, it is very much appreciated! I almost came close go actually going out and having a social life, it was a close call but I can comfortably go back to holing myself up with my room with a cup of tea and Guild Wars!

Whoa, a narrow miss, but we’re happy you’re back in Tyria.

Mevic.7489:

~ snip ~ …take care and change your passwords in a regular basis.

And finally props to Anet for giving us a secure environment to avoid hacking/stealing.

Cheers!

Thanks for the helpful suggestions. I can’t hurt to remind folks about security. And of course, with the new Mobile Authenticator and Email Authentication, Guild Wars 2 players have some extra layers of security that they can choose to use.

Thanks to everyone who is helping other players with advice about this. And thanks to all of you for helping us test the Mobile Authenticator!

tenkanu.2354:

There are more than 175 areas in Ascalon, that could be a problem.

I wanted to comment on this, because you’re right. There are a TON of areas, and what we’ve found in many cases is that with the “round up” feature of the title, it can appear that a player has completely cleared all maps, but really is a bit under full completion.

Let me explain: Maybe a certain map comprises an actual .08931% of the title. The system rounds that up to .09& (or perhaps even to a full .1%). Over time, those rounded numbers can add up to 100%, and the account details may show 100%, but in fact you’re at, say, 98.1%.

In Guild Wars (the original game) we have people ask us “Why does it say I have 103.2% for the title?” That, too, is the “round-up factor.”

So when someone says “I have 100%” that isn’t necessarily the case, and that’s why the first suggestion is the check each and every map. Unfortunately (or perhaps fortunately for fairness), we don’t have the ability to peek at the account and hint “Go to [map name] to finish the title.”

EasyModeAj.3169:

Gaile Gray.6028:

Just got a suggestion on this: Have you gone to the Chantry of Secrets since you achieved 100%? I’m told by the team that this can make things “click over” and give the 100% completion recognitions.

Could you try that and post if it works?

Thanks.

Yes i went into the chantry i had a box appear in the corner of my screen and when i clicked on it nothing happend, in the past hour i have been traveling around the zones again making sure this isnt a game problem. Hopefully you can get back to me after the support team figure out whats wrong.

Thanks for testing that for me. I’m darned sorry that didn’t magically make it better. I will inquire of the team (again) if there is another option, and I really appreciate your patience and the fact that you’re working with me on this, because what helps you could help others! We haven’t seen this issue beyond the Chantry suggestion, so this is new and I’ll flag it now.

Thanks again.

Please do not create a ticket for someone else. It confuses the issue and delays the response as the team sorts out what’s going on with multiple tickets (from different sources) about the same account issue.

I found your ticket, and you were sent a response to let you know that you were in the system. If you didn’t receive it, please check you Junk and Spam folders, as it was sent immediately upon your submission of the ticket.

I just looked up the Log-in Name on this account and I cannot see that your friend submitted a ticket. Please ask him to do so. Don’t worry about his English being not-so-good — we just need to hear from him and we’ll do the best we can to help!