Guild Wars 2

We cannot transfer people upon request. What I recommend is that you all discuss the matter and decide upon a world with a lower population. This will not only allow you all to be together right away, but it will allow you to invite others to join you, as it’s less likely that world will reach capacity immediately.

The feature to that would allow a player to change his/her display name change may come about in the future, but it’s not on the short list for a variety of reasons.

papryk.6273:

Red Falcon.8257:

They banned 3000 bots this tuesday.

source ?

Our Security Team via me. We endorse this message.

Edge.4180:

Still receiving in-game mail from gold sellers. Still seeing gold selling spam in chat. Still watching them running around in packs, “hunting” out in the wilds. Still reporting, for whatever that’s worth.

Reporting is good. And removing bots is an incremental thing. There’s a certain level of “whack-a-mole” on this, but trust me, the moles are losing.

Dingus.8796:

I named my necro Syphylis. Guidelines don’t say anything about misspelled diseases.

And every other spelling of it I could come up with was already taken…

The guidelines definitely do speak against “creative spelling” of offensive names. Honestly, that’s just not ok.

That is confusing. Can you please give me the ticket number so I can look into this?

Thank you.

OpLickem.8250:

I had my first encounter with a suspension due to unauthorized log-in attempts today and although I’m confident that support will help me resolve the issue and get my account back, I’m wondering about future log-in attempts.

I use a unique password for each of my accounts and I believe that really saved me this time but these attempts seem to be horribly common even according to Mike O’Brien’s message about account security. He mentioned that they could see attempts using specific usernames with specific passwords in attempts trying to find a match where people have been reusing passwords.

I have to ask, wouldn’t it save a lot of headaches if GW2 used more unique account names? I was hopeful for this when creating my account here but everyone on the forums and in-game can see my account name. Even using emails which are hidden can be horrible for an alternate choice because emails are used all over the place. Like using a gmail account would link your email, youtube, guild wars and guild wars 2 accounts all together—at the least—especially if you have your two games linked to utilize the HoM bonuses.

I’d really recommend and like to see hidden and unique usernames for logging-in to the game. Just a thought/suggestion.

Your display name — what you see here on the forums — is not your username or your log-in name.

How did they contact Customer Support by phone, when we do not offer phone support? That’s a mystery to me!

We will have account restorations in the future, for compromised accounts. They will not be used to undo an accidental item deletion or to offer a do-over for a purchase. Accounts will be reviewed and must meet certain requirements in order to be restored.

I am sorry, but I cannot give you a timeframe for the implementation of account restorations. I do believe it will be relatively soon, though.

We don’t have a way to reverse that. You can transfer again in 24 hours without charge.

We do have many NPC names blocked from player use, to avoid issues. I am sorry that your preferred name is not available, but we will not be able to make it available to you.

The forum members cannot answer this question. Please contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

I just did a review of all the issues posted on this page of the thread. Here’s an update:

121005-002941 Resolved
121006-000754  Resolved
121006-001874  Resolved
121006-001918 Resolved
121006-002662 Resolved
121007-002738 Resolved
121009-000183 Resolved
121009-000210 Resolved
121009-001642 Resolved
121004-001813 Agent responded on 10/09; needs additional info, please
Larkir.6502 Please submit a ticket so Support can help you.
Airatt.4083 Please submit a ticket so Support can help you.
Caleindal.6794 Please submit a ticket so Support can help you.
Tapza Ranger.1327 Please submit a ticket so Support can help you.
Kromica.2831 We stopped accepting Discover about a week ago. Sorry!

Everyone who provided a ticket number was responded to and resolved by Support. So please take that as persuasive evidence that if you contact Support, the team will help you.

There is a lot of valuable information in Mike O’Brien’s article on account security.

We will let you know when the free transfers are coming to an end but I don’t think it’s happening in the next day or two.

I really think you ought to consider moving to a lower-population world now, though, because if you add members, they will run into this situation, too. Why not make it easy to join in by having a more “roomy” world?

Please do not submit a ticket. We have made it abundantly clear that we do not have the ability to restore accounts and that account restorations will not be used to allow “do-overs” of purchase mistakes. Account restorations are planned only for compromised accounts.

The team will look at possible changes to the interface or to the purchase process, but even if a change comes in the future, this situation cannot be reserved.

We are disallowing the use of names that represent bodily functions. With the huge community in Guild Wars 2, we’re not offering assured “grandfathering” of every single name from Guild Wars, because with a persistent world, we believe that it is even more incumbent upon us to uphold the Naming Policy.

It’s not likely that someone is going to say “Why is that ‘creative spelling’ for emitting flattus allowed in Guild War 2? Oh, the player probably was allowed to use it in Guild Wars, therefore it’s been grandfathered into GW2.” It’s just not reasonable to expect people to understand why an exception may have been made to a clear-cut and readily understood policy.

I’m sorry that you cannot make the name, but I fully understand why and hope, upon reflection, that you will as well.

You might be encouraged to know that on Tuesday, we blocked more than 3,000 bots. We are actively dealing with this issue and the team has a lot of other plans to address these issues, so I believe you will see a substantial improvement soon.

EasyModeAj.3169:

121003-000630

if you actually read the ticket i said im still having problems and they still closed the support its like speaking to an outsourced call centre in india

basically my 100% is bugged ive been to each area and im still missing 3 hearts and 3 poi’s

I responded to your post about this in the Bugs Forum. I have a suggestion for you that I’d like you to try. It has resolved the problem for other players and I believe it may help you, too. Please do NOT continue to post about this; one post is sufficient. Please respond in that thread in Bugs; I am still actively reviewing this issue for you.

Cormac.9486:

Placed my ticket on the 9th of October as I tried to log in only to find the account I had just bought and paid for a few days prior had been permanently banned! Still have yet to receive an explaination as to what happend and why this action was taken. If the account was hacked, I’m rateful they took steps to stop it, but i’d very much like to know what’s going on and how to resolve this issue ASAP.

Here’s my info below concerning the ticket.

Appeal of Account termination 121010-000361 Updated 10/09/2012

Appeal of Account Termination – Reference #121010-000361 [Incident: 121010-002387]?

I’m sorry, but your ticket is less than 48 hours old, it appears you have created multiple tickets, and you posted hourly on the forums.

Account issues take time to fully research and resolve. Because you’ve been cited for a breach of the UA and RoC, an agent needs to look into this very carefully. Please be patient.

Miotas.7928:

Gaile Gray.6028:

[…]Those folks are auto-respond-bots or drones — […]

gaile, you might want to correct that typo :p

~cough~ Yes, just maybe. Thanks, Miotas!

Inappropriate.9431:

Just wanted to post back about the awsome rapid response in resolving this issue and I have my account back. When companies have great customer support I definately spread the word. Thanks again

Thanks SO much for the update! Glad you’re back in the game.

If he made a support ticket, the team will be sure to help him.

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.

I think you should read Mike O’Brien’s article on account security. It has a lot of information about how accounts are compromised and how to prevent it, as well.

I’m glad that you’re ok. If you need help, remember that our Support Team is ready, willing, and able to help you any time.

Thanks for the reports, but we are not accepting bot reports via the forums any longer. Mike Lewis posted some news on our plans in the General Discussion forum if you want to read that. Thanks for the input.

pizdek.2168:

Hey is there a feature that would allow me to change account name? I want to change the email address that the game was created on.
If there is a way, please do let me know.

Thanks

Kind Regards.

pizdek

This feature is currently unavailable but we will enable it in the future.

Zealot.6507:

So i’ve been trying to buy gems int he gem store, with a card and it says that I need to use the support feature to create a ticket to verify my identification.

No one responds.

what to do.

What is the ticket number?

Xyrax.3841:

My screen shot (OP) was from Yak’s Bend.

Yes, I see you said that in the initial post. Thanks for the extra info!

Update: Monday through Wednesday, 7 – 10 October

121005-002493 Resolved
121005-002735 Resolved
121005-002735 Resolved
121003-000630 I answered in your ticket
120918-005923 I answered in your ticket
121006-001277; 121006-001219 Under review by a 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.

Update: Monday through Wednesday, 7 – 10 October

121005-002493 Resolved
121005-002735 Resolved
121005-002735 Resolved
121003-000630 I answered in your ticket
120918-005923 I answered in your ticket
121006-001277; 121006-001219 Under review by a senior agent

I do not understand. To whom did you send emails? Are you speaking about emails, or in-game mails? Thanks for giving me more information, and if you have submitted a ticket about this, please provide me with the 12-digit incident or ticket number.

I do not think there is a means to delete “remembered” IPs right now.

To resolve this situation, have you considered the Mobile Authenticator?

Please provide your friend with the information in this thread to enable him to get help as quickly as possible.

Please feel free to email forums@arena.net to ask about this.

What server?

LeCreaux.3087:

I took a screen cap and looked up the account names.

Sent it in as ticket 121010-000282. That’s five more bots for the list.

Many thanks.

ericjdor.6089:

“Well, if I told you — hand on heart — we smited (smote?) more than 3,000 bots this afternoon, would that make you feel a little more cheery?
Gaile Gray
Support Liaison
ArenaNet”

Sorry this quote isn’t neat and tidy… there’s not an obvious way to quote for me. Gaile, this is excellent news, but I just want to point out this is the first INKLING that there has been any movement on the bot issue in almost 2 weeks. I know this may seem morbid and maybe a little demented, but maybe someone could put up a “Bots Killed” counter on the main page, just so that it doesn’t feel like all us players are doing is just yelling into a brick wall when we report these bots?

Thanks, and I know it’s “Rock devs Hardplace” out there.

If you’re demented, I’m right there with you. I’ve asked for a Bot Kill Report, and I’d be happy to maintain that on a daily basis!!

Rogue Jimmy.4908:

@nimajneb
This is what used to happen in GW1
http://www.youtube.com/watch?v=3fFYug8nXcM

Still does. About 100 times today alone.

And for all players who are hoping for some sort of ban FX, I’m right there with you. I adore The Dhuum Effect and hope that someday we’ll have something equally splendid in GW2!

Saidin.1042:

Hey just an update. Even though ArenaNet is probably a little overwhelmed in support requests, the GMs responded to me pretty quickly and gave me the benefit of the doubt. Thanks again.

Thanks for updating the thread. It’s good to know it was resolved quickly for you.

Please note: You can join us in beta testing our Mobile Authentication system today. Details here.

The team is developing a mobile authenticator. In fact, it’s available now in beta form.

Get more info here!

If you have submitted a ticket, the team will take care of you. If you do not have a resolution or an explanation of the situation within 3 days, you are welcome to post in the sticky post “Ticket for Review” above.

At the present time it’s not possible to restore these losses. I think your suggestion would make a good addition to the Suggestions Forum, though, and you should consider adding it there!

I understand your concern, but you should know that ArenaNet does not use and has never used PlaySpan for billing or micro-transaction services in Guild Wars or Guild Wars 2.

We do not share account credentials with PlaySpan or any other company.

This incident does highlight the importance of using strong, unique passwords for every account you wish to keep secure. For more information about account security, we encourage you to read this post by Mike O’Brien: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

As Mike O’Brien said, we will have a mobile authenticator very soon.

For those of you who are still waiting — and those numbers are happily dropping every day — please open your support ticket and update it. It may be noted as “closed” but if you post an update that you still need assistance, the ticket will reopen and an agent will review your request.

Thank you!

ArenaNet President Mike O’Brien wrote a detailed article on account security. You can find it by clicking this link which leads to the Guild Wars 2 website.

ArenaNet President Mike O’Brien wrote a detailed article on account security. You can find it here .

Airatt.4083:

unable to purchase gems, using paypal or visa…

[—-001:000862:21583—-]

denzy.5630:

I’ve got the same error for the past few days.

Well, that’s not good. Is that the error message you’re getting? And have either of you submitting a ticket (so I can track it)? A ticket would be really helpful!

Feralnex.4069:

Hello,

I wanna ask, is there any possibility to Reset or Rollback account? Just this. Thank you

We do not have a process in place at this date for account restorations, resets, or roll-backs. We will have a restoration service in the future and will let you know the details about that when it’s available.

iMaGINaRiuS.6135:

Well the bug or problem is…. Anet is too thankful

I did a purchase gems to Anet this day 8/31/2012 and all good no problem !

but I keep getting spammed for the Anet bot with the Thank you for your gem purchase!
it doesn’t bothers me but im talking since that day about 120 emails and like 6 or more emails every day with the same email !!!!

yes Anet I understand ! u are indeed so thankful but please stop it ! :p

so if someone can help me with this, I will be so thankful xD

Thanks !

KAJIMARU.3108:

I have the same problem i get at least 5 emails a day… since i place a purchase back in 8/26/2012 it’s annoying.

I am so sorry this is happening to you guys. I’ll report it right away!

DeadPhone.3084:

That does sound like a backend software bug with the script designed to send out that email. There is not much you can do except create a filter in your email to throw those into another folder

Oh sure there’s something they can do: let us know about it, which they did. We’ll dig down and try to solve this. I mean we are grateful but we wouldn’t want to drive you nuts with too many emails.

Inappropriate.9431:

First off, I had to disable the email authentication system because I wasn’t recieving the emails anymore. I kept on trying to change the password for a week before it was hacked, but for some reason the new password would never work. Now I got my account back after being hacked and everything was gone and I started getting gear and weapons back the past few days trying to keep a positive attitude. Now my account has been banned for modifying the account, 2 days after I regained control and I can’t get any info out of Arenanet. What is going on? Why can’t I talk with somone one-on-one to actually resolve this issue?

You are talking to someone one-on-one when you submit a ticket. Those folks are not auto-respond-bots or drones — they’re human beings reading the ticket, assessing the situation, figuring it out and responding to you.

Please continue to work with the team. If you still need help after three days, post in the “Tickets for Review” thread in the sticky-thread section.