Guild Wars 2

Could you folks please try again and let me know? I believe this has been fixed.

Correct, Discover is no longer accepted. This happened in today’s build.

Shakawkaw.4053:

Thanks Gaile, it might just be my power supply…just wishing it wasn’t hah.

I did a piece-by-piece rebuild, and I really never thought it as the PS. I mean, it should have had more than enough power, the greedy little beast! And yet, it was replacing the PS that fixed it, so I can’t argue with the process of elimination.

Good luck with the issue – I know how frustrating that is. And the TS team will try to help you, don’t forget!

I 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’ve had my share of random crashing issues. I don’t know this would apply, but you could check my theories here.

When this happened to me, and it’s happened more than once because I’m a bit of a video card junkie, it’s been related to one of two things:

1. Inadequate Power Supply
2. Overheating

When I was beta-testing StarCraft, I had to open the box and run a room fan through the system to keep it cool enough to run the game. Ok, that was 1998. However, the same issue occurs today with powerful (and hot-running) video cards.

Also, check the requirements for your system and look at your PS. I had the weirdest set of “symptoms” related to having an inadequate power supply, including really bizarre graphics in GW, but it all sorted out when I gave my computer more “juice.”

Note: I am not a Technical Support professional; I’m just sharing as a gamer. You may (will probably) get a better answer when you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you

Thank you for these reports. I’m not sure the Account Support Forum is the place for these — I rather think Technical Support — so I’m going to peek over there and I may transfer and merge threads on the same subject.

In the meantime, I have contacted the server team to ask if there are any issues going on.

Qelris.6901:

Fastest support ever.. Didn’t even take 24 hours. Thanks! Can be locked.

Woot! Thanks for that update. * beams happily *

We do not have a timeframe for this. We do understand that for some people, this is a significant question, but we’d also appreciate if these posts don’t arise every day, when a simple check through the Search Engine will show that … we do not have a timeframe for this.

When we do have a timeframe, we’ll be sure to update this thread and note it!

Why don’t you submit a ticket and let’s see what we can figure out? If you have submitted a ticket, please let me know the 12-digit serial code.

There is a buy-back, but if you log-out, zone, or close the window, that option is no longer available.

I believe that the dev team is looking at this and it’s possible that there will be changes made in the future. (No promises, I honestly don’t know that, but perhaps.) In the meantime, we don’t have a means to reverse the buy or sell process for you, nor to replace your items.

You are not required to have a support account to get help. Can you try simply using the “Ask a Question” tab?

I am sure you are not suggesting that we not lock down accounts when it’s obvious they’ve been hacked. And I’m equally sure you wouldn’t suggest that we not block hackers. The reason you have the two-step process is that sometimes the report that results in the account block comes after the reinstatement of the account to the rightful owner.

We apologize for those cases and will try to work harder to align the reinstatement and the removal of the ban. But in the long run, a short-term inconvenience with the block, or with our asking you to establish your ownership, is far better than leaving the account in a vulnerable state.

Having more than one account on a single computer is ok. After all, some families have multiple accounts and and just one computer. I can’t recall having seen anyone getting flagged for disallowed activity simply on the basis of the accounts and the computer they use to access the servers.

You do know there is a limit of one transfer per 24 hours, right?

Guys, buying gold is against the User Agreement and the Rules of Conduct. It’s also harmful to the game as a whole. I mean, do you really want to encourage gold advertisers in the game? Would you want to give a boost to account thieves? (And trust me, most RMT accounts are stolen)

Gold buying from third parties: Don’t do it. Please.

Update: Wednesday/Thursday, 3/4 October

120901-001721 Resolved
120922-000473 Resolved
120910-002395 Resolved — We implemented a change just last night that should have corrected this
121003-002477; 120901-024270; 120915-006475 Resolved
120930-002298 Responded today
120926-000240 Responded today; are things ok now?
120916-003964 Ticket is open; will be updated when there is more information

If your ticket is at least four 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: Wednesday/Thursday, 3/4 October

120901-001721 Resolved
120922-000473 Resolved
120910-002395 Resolved — We implemented a change just last night that should have corrected this
121003-002477; 120901-024270; 120915-006475 Resolved
120930-002298 Responded today
120926-000240 Responded today; are things ok now?
120916-003964 Ticket is open; will be updated when there is more information

Desertsocks.6145:

my main ticket concern is this one about my account being hacked that i submitted.
120924-005253

and the other the very first simple question about the log-in attempts was never actually answered.
120913-000495

I show the first as answered on 9/26 and access to your account was restored. There’s no update from you since that date, but if you need further assistance please update your ticket.

The second question provided solid information.about how account credentials were harvested on the Internet at large — not through the game system — and it appears to me it was answered in an adequate manner. If you would like more information about account security, please see Mike O’Brien’s article on account security.

I believe that the first ticket, from April, has been addressed in that your account is registered.

The second ticket has been forwarded for review

As to the third, you and your friend elected to craft an item and then found that you were not able to sell it for the price that you intended. Anything involved with crafting involves an element of chance, and we will not reimburse you for the gold that you have requested.

First, the responses you received were not “automatic replies.” They were sent by a CS Agent in response to your specific situation and they contain a lot of valuable information that we want players to have in relation to the Tome of Influence and indeed all DDE or CE in-game items. I just want to be sure you know your ticket has been read and the responses sent are appropriate for most cases.

However, I believe you used your Tome of Influence on an overflow server, and the fact that you did no receive Influence is a known issue. Correcting this will require a dev solution and I am sorry but I do not have a timeframe for that remedy.

Also, you should be aware that changing worlds leaves your Influence behind. That is, you do not carry Influence between worlds when you move. Once the Influence issue is rectified, you will need to go back to the world in which you use the Tome and your Influence will still be there. If you find that moving to the world restores your Influence, could you please update your ticket to let us know that all is well?

Lastly, an agent just reviewed this for me and again, it is properly queued to address the issue when we have the dev solution.

Glad everything is ok, raccaninja. Thanks for the helpful advice, EndlessDreamer.

Akavirian.4261:

So anyone know how I can sort this?

Please don’t tell me you can’t. Please?

Oh you definitely can disable email authentication, with the help of Support. Contact the team by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Kurrick.3847:

I read in the forums here somewhere that using the email authenticator is one of the ways that hackers had / have been getting control of accounts. Is this true?

No this is not true.

Desamos.1836:

I’ve had about 10 emails, warning me about people trying to log into my account from different parts of the word. I changed my password, so I have not been prompted recently, but I’d say you’re better off being safe than sorry.

And I’d say you’re right.

Promega.7628:

SO I just got an email that someone tried to login to my account from Kwanghuidong???

I immediately changed my password and did NOT verify the login attempt.

Is my account secure?

Do I need to do anything else to ensure my account security?

Yes, I believe you took the appropriate steps to prevent an account compromise. It’s scary to get those emails, but when you think about it, it’s even scarier to not get them and find the account has been compromised. Having the emails come in lets us players know that someone is sniffing around the account and reminds us to use best security practices every day.

More really good info on Security here.

Smooth Penguin.5294:

People will make mistakes when buying stuff, and I agree that having a buy back option would be nice. But there needs to be a rule in place to prevent people from abusing such a system (i.e. No buy backs if the item is equiped, used, etc. or buy backs only allowed if done within “x” minutes from purchase). That way, it doesn’t reduce the value of the Karma/Token items from people selling back stuff constantly.

Your comments are accurate. A “buy back” feature needs to be carefully and thoughtfully designed. If the team wanted to implement this feature, they would not want to rush it out as a stop-gap measure, only to find that it wasn’t designed as well as it could be. Any feature that is implemented into a game should be well-thought and carefully designed, which is something that the team is fully capable of… and somewhat well-known for doing.

The Support Team will help you. Asking for serial code (access keys in GW) is the usual process of identifying the account owner, but if you have the other information they require (that shows that you’re asking for help with your own account, as a security measure), you don’t need all the codes/keys!

Please continue to discuss this with Support. If you have issues, please supply your 12-digit incident or ticket number.

We would not block someone because he or she was reported. We use the reports as the basis for an investigation and if the research shows that the person was involved in the reported behavior — like botting, offensive language, etc. — then action is taken.

There is no system that automatically blocks an account based on a report, or even based on multiple reports. Each suspension is handled by a human being.

I think Mike O’Brien’s article on account security would be very useful for you and could provide you with information on how best to secure your account.

Rulient.1468:

i was going to buy a gem using a prepaid credit card as i used before, but it seems that ican;t this time it keeps telling me that i have input a wrong information i checke everything and tried a couple of times but the message keeps popping up, please help me.

I am really sorry you are having this problem Have you tried direclty contacting Support by filing a ticket through the “Ask a Question” tab on that linked page? I really believe they will be able to assist you.

Optimushaxx.9126:

Just got my account back 4.5 days. Everything was intact just an extra lvl 3 engineer. The hacker didnt even take my 8g. One of my guildies compared it to “stealing a ferari and taking it for a joy ride to leave it somewhere else” as i found it in a server in Europe lol.

Main thing is after all the things I heard about CS i was shocked as it was all false. Thank you to the team at CS for the service.

I would like to change my email is that possible or I have to submit another ticket? I’’m going security nuts now.

Thank you

You can either update your ticket or you can make a new one, as you desire.

Passwords are not stored in plain text. That would be very bad, as we’ve seen with other companies and their security issues. Passwords are very carefully encrypted and/or hashed, so no worries here!

Here’s some info on account restorations. To be quite honest, I don’t imagine account restorations will ever be used to “re-do” a purchase, as roll-backs/restorations are very labor-intensive and involve a lot of verification steps even to begin.

The devs may make changes to the interface that will help with purchase errors, although a lot of purchases already do require an “are you sure” type of confirmation, so I’m not sure how they would enhance that. But hey, they’re the devs and they’re good at figuring out these things.

HCProfessionals.3601:

I build websites for a living and have found a niche building people guild websites (as I’ve done in all other games) and want to trade in-game gold in exchange. Is this legal for me to do, as technically, I’m not buying gold? I’ve worked so hard for my characters and don’t want to go against the rules… I still buy gold from ArenaNet to help support them and will continue to monthly – and I recommend you do as well

Sorry, but this is a serious question and I need to know if I can continue or stop immediately.

It is not permissible for you to exchange real-world goods or services for in-game currency. Thank you very much for asking about this!

If you find that the email is not in the usual places — in-box, spam filter, junk box, even your security (anti-virus) filter — I then 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.

Update: Tuesday, 2 October

120924-000144 Resolved
120929-000850 Resolved
120901-014256 Resolved
120929-000850 Resolved
120910-002395 Agent responded 9/10; please update if you still need help
120901-001721 Received response today
120924-005472 Received response today
120910-002395 No activity since 9/10
120922-000473 Log-in issue
120920-001075 In queue; we are working on this issue
120921-000605 In queue; we are working on this issue
120921-000948 In queue; we are working on this issue
120919-000950 Tome of Influence issue; a resolution has not yet been developed
120916-001630 Tome of Influence issue; a resolution has not yet been developed

If your ticket is at least four days old, and if you still need assistance, please post in the  Tickets for Review – 4 days and older [merged] thread, which is here at the top of this forum.

Update: Tuesday, October 2

120924-000144 Resolved
120929-000850 Resolved
120901-014256 Resolved
120929-000850 Resolved
120910-002395 Agent responded 9/10; please update if you still need help
120901-001721 Received response today
120924-005472 Received response today
120910-002395 No activity since 9/10
120922-000473 Log-in issue
120920-001075 In queue; we are working on this issue
120921-000605 In queue; we are working on this issue
120921-000948 In queue; we are working on this issue
120919-000950 Tome of Influence issue; a resolution has not yet been developed
120916-001630 Tome of Influence issue; a resolution has not yet been developed

We have a thread that allows players who have had issues of more than 4 days’ duration to post for a review. It’s pointless to post lengthy complaints that lack any information that would allow us to assist you. Posting or contributing to such a thread may make you feel better, but it’s not going to lead to a solution and/or the best explanation we can give you for the situation involved. And that is what we want to give you (and what you really want and need, after all).

Please post in the sticky thread and we’ll review the situation and try to help you through the system.

Others who have received a confusing or unclear answer can do the same. We just ask that you try working through the tickets and not posting immediately in the forums, as that can be a real waste of resources, with multiple people reviewing the same issue.

Thanks for understanding.

Desertsocks.6145:

I guessed that I’m mostly disappointed that it doesn’t seem they take the time to even read the tickets and only go by the title. i asked if that was possible or what actions they took in my ticket and the whole ticket except title got ignored.

Actually, that’s not the case. A descriptive title is very helpful, of course. But the agents do read the tickets, as well. If an error was made, I will apologize in advance. But I cannot make a real assessment unless and until I have the tickets in question. If they are at least four days old, please post the 12-digit incident/ticket number, and your comments, in the sticky post in this forum. Thanks.

We definitely welcome new accounts. I’d suggest that your brother contacts Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him.

And thanks to you both for your support of our game.

Renegadeimp.8439:

They could just code the sell tab to allow you to resell the item back for its original currency. It wouldnt take much coding at all to achieve, and could easily be hotfixed in.

Please, do not make assumptions like “It wouldn’t take much coding at all” or “(it) could easily be hotfixed in.”With all due respect, no one has the ability, externally, to assess such situations, to know how much code it would indeed require, whether it could be hotfixed in, or if indeed either of those suggestions is the best in the overall game programming.

It’s nice to share your suggestions, but we want to avoid uninformed statements-as-fact, for they are not helpful and may lead to further misunderstandings.

So sorry that happened, and best of luck getting it all sorted out.

I’m sorry, account restorations are not available at the present time. They will be offered in the future, but a policy will be developed about the parameters for offering a restoration. In Guild Wars, accounts are restored only for account compromise issues and not for player errors.

I have seen suggestions about a “confirmation box” or about a “undo” option for mistaken purchases (say, while still in the window, that sort of thing, definitely not minutes or hours later). I don’t know where either of those ideas stand, but the devs are aware of the suggestions.

Update: Monday, 1 October

120928-001275 Resolved
120921-004194 Resolved
121001-000910 Resolved
120927-003933 Resolved; as explained, we cannot replace your items
120924-002074 Answer sent on 9/24; please have your friend update the ticket if he still needs help
120929-000850 This is in process; I believe you will hear tomorrow
120831-012782 Tome of Influence issue; a resolution has not yet been developed
120825-009624 Tome of Influence issue; a resolution has not yet been developed
120913-003704 Tome of Influence issue; a resolution has not yet been developed
120914-005746 Tome of Influence issue; a resolution has not yet been developed

All other posts since Friday have been added to the review list, if they were not listed above.

If your ticket is at least four days old, and if you still need assistance, please post in the  Tickets for Review – 4 days and older [merged] thread, which is here at the top of this forum.

Update: Monday — October 1

120928-001275 Resolved
120921-004194 Resolved
121001-000910 Resolved
120927-003933 Resolved; as explained, we cannot replace your items
120924-002074 Answer sent on 9/24; please have your friend update the ticket if he still needs help
120929-000850 This is in process; I believe you will hear tomorrow
120831-012782 Tome of Influence issue; a resolution has not yet been developed
120825-009624 Tome of Influence issue; a resolution has not yet been developed
120913-003704 Tome of Influence issue; a resolution has not yet been developed
120914-005746 Tome of Influence issue; a resolution has not yet been developed

All other posts since Friday have been added to the review list, if they were not listed above.

We do not have a means to replace gold in situations of this kind. I don’t have any idea how you would have experienced a roll back, and I’m sorry for this situation.

I’m sorry that your friend’s account was hacked. Please have him contact Support — support.guildwars2.com — and use “Ask a Question” to submit a ticket. An agent will help him get the account back. But it’s important to really secure that account. The CS team can offer advice on that but it may require taking a few steps to really ensure that the hacker doesn’t just bounce back again.

By the way, someone whose account is hacked is not told that they will be out for any more days than it takes to fix it. So he, or you, must have misunderstood our communications in order to post, “ANet told him it would be a 10 day ban.” We don’t punish innocent victims!

Thanks for this report. If we do coalesce all reports into a single thread, I believe it will help the team. I will check with them to find out if there’s a particular spot to place bot reports.

Monsoon.2589:

Been trying for more than 24 Hours both credit card and paypal and both give errors.

That definitely shouldn’t happen, and I’m sorry for your inconvenience. If you could kindly contact Support — support.guildwars2.com — and use “Ask a Question” to submit a ticket, an agent will help you make these purchases.

Please let me know if you need additional help. (I could create the ticket for you, but if I do, it sends the mails back to me, and that won’t help you at all. )

I am looking into the two issues here. It’s very unusual for someone to be banned for botting who was not botting. Having said that, though, the first thing that most RMT account thieves do with stolen account is — you got it — bot. And they may do that without changing your account credentials, so you may not be aware that your account was used to bot.

You’ve both submitted tickets and that’s good. The team will help you with this issue.

If you feel the name may be offensive, contact Support and they will help you change it. Better that than another report, another time-out, and another mark on your account. Because infractions last a lifetime, and there are certain points at which a “Repeated Violation” situation results in outright account closure. Naturally, that takes more than a couple of name issues, but I think it’s best to keep one’s account as clean as possible.