Guild Wars 2

Rohan.6954:

My GW1 account still isn’t linked to my GW2 account.

$150 for collectors
$140 for gem purchases….

Can someone, AN, direct me to the refund department if you guys don’t want to fix this?

Oh I’m so sorry. Can I get a ticket number so I can look into this?

FYI, the system automatically closes tickets after a certain period. This is a double-edges sword: It does remove from the queue issues that would sit there taking up space (and attention) from those who need it. But it also closes tickets that should not be closed, and that’s not good for you or for us.

Anyway, I’ll be happy to take a look at this if you give me your ticket number.

Thanks to you both for reporting. As we’ve recently said, we are working on the bot issue and are improving our systems to deal with them better in the future. Please do continue to report bots via the /report system.

First, you should know that our standards aren’t ridiculous, and someone will not get suspended for a slip of the tongue or mildly offensive language. But there are and must be standards, and they’re really quite reasonable.

Secondly, here is something that another player posted a few or so ago, and I liked it so well, I saved it:

Cursing in public chat channels is like cursing at an Olive Garden. You’ll get kicked out if someone complains. “Their kids could cover their ears” is not a valid excuse. Guild chat is more like a backyard BBQ. Swear and drink all you like — it’s your party. Threaten someone, though, and that’s still assault. Yes, I know we’re adults and hear plenty of bad things. It wouldn’t hurt to act like one every once in a while.

The filter is not there to protect the swearer, to give a “license to swear” to those who want to do so. Keep such things to private chat, if you need to use offensive language. The filter is there to, at some level, try to protect those who do not want to deal with bad language.

And if someone asks “Why was I banned — what did I say?” we often do supply a snippet of the offensive language. (I am clarifying policy so that we do that whenever possible in the future.) After all, Transparency is our middle name.

Otaur.9268:

Xan.5498 is Still online. This is my FATHER’s account. We want a temporary ban to stop the hacker from taking everything. However, the character has now been online for over an hour, I have been trying to get you guys to respond, and you DELETE the POST without even Saying ANYTHING. You are HELPING THE HACKER… I have Tried CALLING Your Office (in Bellevue) No Answer. I have Tried Twitter, No Answer. I have Tried here, and you Delete the post. Ban the Account of ID: Xan.5498 The Account HAS BEEN HACKED. God Speed to ya. I hope you guys get Account Recovery ASAP, because I am sure he No longer has Anything.

The reason your first post was removed was because it was posted in all caps, which is like shouting in the forums, so the mod removed it.

I’m sorry that the account was hacked. Please have your father contact Support — support.guildwars2.com — and use “Ask a Question” to submit a ticket. An agent will help him get the account back. Then change the password to something that is complex and is unique to Guild Wars 2. Old/reused passwords are a major security risk!

Tips on what to provide to prove ownership are here which will allow the team to help him more quickly.

Update: Friday, 28 September 2012

120914-002059 Resolved
120906-007127 Resolved
120927-003933 Resolved
120922-003023 Resolved
120924-002074 Resolved on 9/24; no update from player so we assume he’s just fine
120928-001275 Agent responded
120918-003049 Agent responded today; please provide info and he will help you
120831-012782 Tome of Influence issue; still under review
120914-000042  Tome of Influence issue; still under review
120916-003964 Guild issue; under review
120922-000473 In queue, awaiting resolution

Update: Friday, 28 September 2012

120914-002059 Resolved
120906-007127 Resolved
120927-003933 Resolved
120922-003023 Resolved
120924-002074 Resolved on 9/24; no response from player
120928-001275 Agent responded
120918-003049 Agent responded today; please provide info and he will help you
120831-012782 Tome of Influence issue; still under review
120914-000042  Tome of Influence issue; still under review
120916-003964 Guild issue; under review
120922-000473 In queue, awaiting resolution

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.

We have the development of the ARS well in hand, thanks. It will be offered at no charge to players who experience specific game issues. We’ll have more information soon!

Hey guys,

We’re really moving forward on the queues, so this thread is now for tickets that have not been answered for 4 days or more. Naturally, if you’re working with an agent and making progress, there’s no need to post here. This is simply for those posts that may have “fallen through the cracks” or which may need a secondary review.

For help on the forums, please be sure you use a descriptive title, as mentioned above. Posting with a title like “Access issue” or “Hacked Account” is so much better than “Help” or “Need Support.”

Please submit a ticket to make this request.

Update: Thursday, 27 September 2012

120825-002870 Resolved
120915-001298 Resolved
120915-004544 Resolved
120916-002529 Resolved
120922-003259 Resolved
120924-000091 Resolved
120826-002212 In queue, awaiting resolution
120826-008185 In queue, awaiting resolution
120828-018645 In queue, awaiting resolution
120919-000303 In queue, awaiting resolution
120926-005208 Thanks for providing that info to the TS Team; they’ll review and get back to you
120912-006875 Under review by team lead
120906-007127 We’ve reviewed this; could you mail box be full? Please clear it and the item mail should appear; update your ticket if that does not happen.
120926-004847 Please verify your email address and you should be fine

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

Update: 27 September 2012

120825-002870 Resolved
120915-001298 Resolved
120915-004544 Resolved
120916-002529 Resolved
120922-003259 Resolved
120924-000091 Resolved
120826-002212 In queue, awaiting resolution
120826-008185 In queue, awaiting resolution
120828-018645 In queue, awaiting resolution
120919-000303 In queue, awaiting resolution
120926-005208 Thanks for providing that info to the TS Team; they’ll review and get back to you
120912-006875 Under review by team lead
120906-007127 We’ve reviewed this; could you mail box be full? Please clear it and the item mail should appear; update your ticket if that does not happen.
120926-004847 Please verify your email address and you should be fine

Klem.4907:

GaileGray.9587:

If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.

There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.

I’m not here to rant, I don’t rant. I was merely sharing my experiences. That being said, here is my Ticket # : 120922-003023

This was actually posted in the “Gem Store Questions/Issues [merged]” Thread, Clearly that was not the right place.

-Klem

Thanks for the info. And posting in both threads is very helpful, but you had the right place when you posted in the Gem Store thread. This is sort of an “extra” for me to put things under review, but the other is viewed by the gem store team, as well.

Whoracle.1697:

sorry for repost, this got fixed..but my gear is all lost..no money for traits or repair, can i have it all back please?

We do not have the capacity to roll-back your account or provide you with items. We will have a restoration service in place soon.

GroundXeron.5097:

Hi, at 06 sep. I opened ticket number 120906-007127 and after three weaks ticket was closed without any answer or resolve =(

Hi. The team sent you an email and asked you to update, but they never heard back from you. I’ve added you to the list.

Torva Messor.1452:

I’ve been about as patient as possible with support so far.

I opened my ticket [Incident: 120828-006042] on the 28th of August with the title “Cannot use GW2 CE key” as I was receiving an error message stating I had already applied the key to my account.

I never received my CE items or the Mistfire Wolf skill but I am still able to play the game so I know that some sort of serial code must have been applied.

I updated the ticket after reading about others having trouble with their items/skill and asked for the items to be sent.

The only responses from Arenanet were copy pasted ones which did not help with the problem I was and still am experiencing.

The ticket was then closed by support despite not having been resolved on the 11th of September.

I re-opened the ticket and asked again for my items to be sent and the skill to be activated.

On the 20th of September the ticket had somehow made its way to NCsoft support, this where I received my first human response from what I can only imagine must have been an extremely puzzled man who then put me back into the GW2 support system. This same person also helpfully changed my ticket to title to the slightly inaccurate “Deleted CE/DD items”.

I updated the ticket thanking him for changing the title and waited patiently for a response.

Which brings us to today, where I logged into support intending to update the ticket as I had not been sent the items only to find that someone else from support had changed my ticket’s title to “Serial Code Issue – NOT A CE/DDE Item Deletion Issue”. They did not even bother to send me a message about the change, and I believe this may have been why I was not on the list for being sent the items on Friday.

What I would like is for an actual person to read over the ticket and give me some sort of human response. The ticket has been open for almost a month now and as far as I can tell only one person has actually bothered to read it and they were not in a position to help me.

This actual person has read through the ticket, twice. It’s a really perplexing issue, as you can see from my response in your ticket.

We should have this addressed tomorrow!

Please submit a ticket to Support and they will help you out!

Note: Because you had the Rytlock and deleted it, this will not apply, but for others, we ask that they verify they Pre-Purchased the Collector’s or Digital Deluxe Edition. We’ve found that about 20% of the people who are asking for items are not eligible, because they own the Standard Edition.

We don’t allow the use of may NPC names in GW2. It created some confusion in the past, so we simply prevent their use. You’d find the same if you tried to use other well-known names like Devona or Dhuum.

We do not consider “not answering a whisper” as an indictment. Please do not worry about this; as long as you legitimately are playing, or are not gaining undeserved rewards when not playing, you’re just fine.

Nevernat.2530:

when i tryed to register my serial code to my account the server have respond an error.
now, when i try to register again, i get the error message: “Serial Code Already Registered”, and i can’t play!!!

I want to play the game i bought and paid 50 euro!
help me!

We definitely want to and will help you. Please contact Support and they will give you a hand!

We are working on an account restoration system that should be in place pretty soon. This will roll back the account to a point prior to the compromise, once certain parameters are met. We’re very much looking forward to being able to do this for players!

In the meantime, thanks for relaying the story of the nice player. I only wish I knew his/her name so I could send a note of thanks, too. What a great thing to do for a fellow player!

ZenithTeam.2743:

this topic is now closed

my friend found out his bug

Great. It’s so nice when people let us know so we can close a thread (and so we know everything is ok). Thank you for posting!

At the present time, as a security measure, you cannot change your email address. This feature will be enabled in the future.

I understand your concerns and I’ve routed this to the team lead. Please consider taking a less aggressive tone in the forums — a moderate tone makes it easier to read and address your concerns and makes the place more pleasant for everyone.

And in that spirit, I’ve amended the subject of this post but I’m sure you’ll find it.

The Account Restoration Service will be in place soon, and we will be able to do an account “roll-back” after verification of the incident.

I’m sorry about the loss of your items, Valerant, and rest assured this sort of situation soon will be a thing of the past.

/shares with devs

:)

Seahorse.7064:

And a minute or two later I need to re post.I log onto my account and the in game mail with the 3 items I’m missing is there!!! From grumpy to happy in 2mins thank you gw2 support you got there in the end many thx and I need to learn to read the small print before deleting in future thank you!:)

Awesome! I’m super happy, and very grateful that you posted this update so that we know things are working as they should.

Here’s an update: We’ve done two mass distributions, and are now handling this individually. One thing we have noticed is about 20% of those who write asking for CE/DDE items do not own a CE/DDE. Yes, they pre-purchased the game, but they pre-purchased a Standard Edition, not a Collector’s or Digital Deluxe Edition.

A Pre-Purchase of a Standard Edition did earn you the Hero’s Band. It did not entitle you to the Miniature Rytlock, Summon Mistfire Wolf Elite Skill, Golem Banker, Chalice of Glory, or Tome of Influence. (Info here.)

So please check your receipt to confirm that you did purchase a Collector’s or Digital Deluxe Edition of Guild Wars 2. If you did purchase a CE or DDE, and if you still do not have your special items, please update your ticket to let the Support Team know that this is the case. You may also post here, if you wish, but the distribution will be done by ticket, so updating there is sufficient.

One note: There is not benefit to asking for multiple replacements of these items. The items are bound to your account and cannot be traded or sold. The one-time-use items—such as the Golem Banker—expire with use, and once you’ve used the item a replacement set will not give you a new, functional item. So please do not request another set, once you’ve received the replacement.

Thank you for your patience and understanding.

Update: Wednesday, September 26

The team was working on a specific project today, so the list is smaller than usual. We’ll have more updates soon.

120912-007045 Question answered by CS Agent
120920-001271 Question answered by CS Agent
120902-015078 Resolved

Update: Wednesday, 26 September

The team was working on a specific project today, so the list is smaller than usual. We’ll have more updates soon.

120912-007045 Question answered by CS Agent
120920-001271 Question answered by CS Agent
120902-015078 Resolved

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

We’re getting many tickets, forum posts, and other inquiries about our policy on third-party programs. Players tell us a lot of reasons they want to use third-party programs: to avoid hand injury, to enhance their gameplay, or because their hands are too small to reach the keys. Players tell us they want to use third-party programs to make the screen clearer, to make their play more efficient (for instance, by combining several hotkey functions into a single key), to force their video card to use anti-aliasing, or to help them target enemies.

I’m going to run some wording by a few people at ArenaNet and will post our policy as clearly and simply as possible when I have received their input.

Talchazzar.5637:

So far I absolutely love GW2. Though one thing has been sitting in the back of my mind. My fiancee is an avid MMO player as well, and wants the game as well, but sadly we currently only have a single computer so cannot at this time play together. Due to this we’ve put off buying her account yet.. She’s thought about creating a character on my
account but doesn’t wanna lose the time she invests into it when she gets her own
account in a month or so.. So my question is as follows:

If I buy a second game account, and it’s registered to the same name or same last name (rule for this in WoW) would we be able to pay to move the character to the 2nd account?

Sorry, character transfers are not even on the “to do in the future” list. There are a lot of other features we’re working on that we think will benefit players a lot. This one quite frankly is not on our tools request list.

Hilda Raven.8641:

No one should be allowed to Macro. Now by letting him off you will have a kittenon of people botting and playing the “No! I was at my computer the whole time” card.

There are way way too many botters in this game, shouldn’t be so lenient.

Macroing is cheating/botting, as the person isn’t doing it themselves. Come on Anet, be more strict.

Sorry, Hilda, who is letting whom off? Did you read my posts — I think you will reassured if you do.

SenatorWolf.1802:

First off, I’ll state I am not botting in this game, but playing it legitimately, but as someone who has a lot of experience with bots in other mmo’s, I can say that it would be trivial to program a bot to switch weapons and change directions while firing, so I can’t see that alone being a defense. A bots limitations vary, but usually are only restricted by the design and skill of the programmer.

Yet another case when a forum member posts what I wanted to say. Thank you, SenatorWolf.

Here’s the problem with macros: Set up something to make your personal screen clearer, to enhance the visuals, or to prevent Carpel Tunnel Syndrome with single-key to single-command programming — and ensure that the program does not give the user an advantage — and there’s no problem with that use.

But does that macro allow you to set up a half-dozen commands on a single keystroke or hotkey? Does it allow you to step away from the computer to heat up a pizza, talk on the phone, or sleep, while still gaining benefits? How is that fair, when someone else not using the macro is doing those commands individually or is actively playing the game?

Think about it: Does using the macro make playing more pleasant or does it make it intrinsically easier? Does using XX Macro make it possible for you to win over someone of equal skill who does not use it? It is at that point that the macro, the program, the utility, the whatever is not allowed.

Snido.4827:

I used to think that people were just whining about Anets policies, but now after having experienced their justice system myself I understand them. I was given 1 minute to respond to 1 whisper from a total stranger before I was banned. I wonder how many other people have been banned becasue they do not return whispers from total strangers. Had I known that I had 1 minute to respond or be banned I may have been faster on the keyboard but instead all I recieved is “hi hi” and was banned. Gaile could you please please please just talk to me about this? I have followed you since GW1 when you used to talk to us at the fountain at Lions Arch and I was there at your in game party when you stepped down as the community figure head for GW1. I respect you and I would really appreciate just some reply or something to this please.

I really don’t know what you’re talking about. We don’t have a “whisper to verify” system, so this just was not why your account was actioned.

ekkue.3754:

Ah, I think I have just found the answer to my own question!

Link in case others have same problem and haven’t seen this yet…

https://forum-en.gw2archive.eu/forum/info/news/E-Mail-Authentication-Tweaks-to-Increase-Security/first#post241425

Ah, I was just going to post the info, and you found it. Thanks for updating the thread — I know that helps other players!

Bluestone.7106:

I am going to have to regularly authenticate the one and only computer I play GW2 on because my IP provides dynamic IP for my house and I don’t intend to pay for a static IP.

An annoyance for sure but I don’t know how it can be avoided.

You know, I’m enough of a security paranoid I don’t necessarily think that authenticating every time is a bad idea.

Chaotic.4576:

Hey, i tried to login yesterday and it had an error message saying that my account has been suspended. I requested a ticket but no reply yet, its been over 14 hours now. I am very disappointed on how long it takes for you guys to fix a issue like this, and i understand that you have many other people to look after but 14 hours. Really?
I just wanted to play some guild wars 2 with some mates when i woke up and bam i am suspended. Where as i looked into my email account and there wasn’t any “unauthorized logins” sent to me. I am confused and outraged from this please fix this issue asap.
My reference number: 120926-001536

Please unsuspend my account, or please help me get through this.
Thank you.

You did the right thing: You submitted a support ticket today. The forum really isn’t intended to be a second place to ask for help — you’re on track and will be assisted very soon.

Bluestone.7106:

24 or 14 hours is nothing considering the volume of people who get tricked into getting hacked.

ArenaNet themselves have not been hacked so anyone who gets hacked is either using the same login information as another site or game that had their database hacked or they have a keylogger on their computer or they tried to buy gold from illegal gold sellers.

ArenaNet have been trying so hard to convince people to take more care with their accounts but it is falling on many deaf ears.
Yes the hacked people are victims but they left themselves open by being slack with security.

I think not being able to restore items atm is a great incentive to try harder to protect your account in the first place…

Thank you for posting this — it is accurate.

As to account restorations, that is coming, and pretty soon, too, from what I can tell. When that feature is in place, if someone’s account is compromised, we’ll be able to restore the account (not a character, not an item, but the full account) to its pre-compromise state. More on that later, but the take-away from this is that we’ll do our best to address these issues, and help someone secure his/her account, but it’s not appropriate to point to ArenaNet as the source of the problem.

Manoa.5897:

I’m a guild leader and have encountered this numerous times with our guild. There’s a bug with the upgrades in your guild queue actually showing up. Rest assured that the upgrades are still in your queue and being built (and your influence is NOT lost!), they’re just not visible.

Thank you for posting this, Manoa. It’s very helpful for guilds to learn about the experience of other guilds so we appreciate your sharing this!

In a general sense, I have a couple of emails to dev team members to ask them about guild issues like lost Influence and so forth. I hope we’ll have more info on that soon.

Please use the in-game report system to let us know about bots. Thanks!

If you used the in-game report system, we appreciate it! Thanks for asking.

Dranathos.7023:

To the powers that be :

After much cajoling and effort on my part, I finally talked a good friend of mine into trying out GW2. He had an old GW1 account, and had forgotton his prior logon information. He contacted support, and essentially ever since then he’s had his password reset multiple times without any actual satisfaction. It’s a full day later and he is still unable to log in, and he is considering returning the game for a refund. We’re both in IT, so I’m fairly certain that user error is not a factor in this case.

This is very frustrating to him, and to me, as I’ve spent a lot of time just trying to get him to try the game. I succeeded finally, and now he can’t even log in to the forums to post a support request.

What must we do to get this issue resolved so that he may log in and try the game out?

Thanks for your time,
Joshua // Dranathos

He has done exactly what he should do: submit a ticket to get personal assistance from a support agent. The ticket is less than 24 hours old; I anticipate he’ll get a response very soon. If it should, for some reason, extend to five days, he may post in the sticky thread above, intended for issues 5 days old and older. (I really doubt he’ll need to do that, though.)

Garrix.7036:

Just looking to get some official clarification on your policy towards people who have bought gold. If someone you know has bought gold, will they be banned if we report them? Or will you be taking the stance of most MMO’s and just going after the sellers?

Buying gold from third-parties is disallowed, and we will exercise the outcomes of that choice as outlined in our User Agreement, Rules of Conduct, and Conduct Breaches & Outcomes Document, which you can review here.

weaselinpants.3209:

Hi, I would like to request a refund of all my gem purchases. Unfortunately there are a number of defects with this game including password reset not working, unbelievably bad customer support, trading post still not being entirely stable, glitches that cause character rollbacks, bots, exploits, various other glitches. Sorry but this just isn’t what I paid for. I will keep my account and game purchase for now…

Thank you

Please go to support.guildwars2.com, input the key word “refund,” and follow the instructions.

Klem.4907:

After a recent transaction of turning Gems > Gold (and loosing both in the process) I submitted a ticket to seek a resolution. 8 Days later I receive a response. It was fairly obvious that this was a generic canned response, blatant that they had not even bothered to read my initial ticket.

I’m more than disappointed with this response. This is the second time this has happened to me now. Presumably I’m going to have to wait another 8 days before someone actually bothers to read my initial ticket.

Not happy.

If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.

There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.

Ghost.1358:

GaileGray.9587:

Ghost.1358:

If players get hacked and lose a month’s work )or more as the game ages) only to be told “tough luck” what percentage of those players will be willing to start all over?

120921-002963

First, please remember, the ARS (Account Restoration Service) is coming quite soon. I do not think there will be situations such as you describe.

Secondly, your ticket should be answered soon. If you have not heard by later tomorrow, kindly post again.

Thank you for the update on my ticket.

It being called a service is even more troubling. Does this mean if the TP lags out and crashes again and people lose items or gold again players are going to have to pay a micro-transaction to have things restored?

Please do not worry about the name. That was what we called it in GW and that’s what I’ve been calling it in GW2. It is a service, but it’s part of our customer support and there is no charge for restoring a compromised account. (Sorry for any confusion!)

Zora.8437:

Need DDE Items Back…

120914-000304

Closed

09/13/2012

Still haven’t recieved my DDE items

120906-010340

Closed

09/06/2012

I have deleted my Digital Deluxe items

120830-015905

Closed

08/30/2012

Gonna keep bugging you about what i paid for till you give me my items….btw get a effin support telephone number

You need to respond to Ticket 120914-000304. You never did so, so you were not in the queue for a distribution. Please update the ticket to say you still need the items. I will let the team know that you will be doing that today. Thank you.

Infinity Zero.8052:

#120920-001266 (09/19/2012)
#120825-028078 (08/25/2012)

Still have not received the mail with the Miniature Rytlock, Tome of Influence and Chalice of Glory.

You also did not update your ticket 120920-001266. Please indicate in your ticket that you still need the items. As the ticket explains, you need to update in order to get in the replacement queue.

Update: Tuesday, September 25
120925-003235 Resolved
120919-001486 Resolved
120920-001017 Resolved
120920-001237 Resolved
120918-004454 Resolved
120917-004917 Resolved
120901-001721 Resolved
120918-005364 Resolved
120908-006583 Resolved
120921-002963 Escalated for review by senior
120827-008951 Escalated for review by senior
120904-001280 Escalated for review by senior
120825-009624 In queue; no estimated resolution date yet.

I’m afraid that a popular game like Guild Wars 2 inevitably attracts a certain amount of “the bad element.” We are aware of the issue, and we take the measures that we can on our side to protect players, which is why you got that email.

I’m glad you found the email helpful and were able protect your account.

Wonkie.4207:

I must have pressed the “SEND” validation email button at login 55 times by now. I have not received a single validation email as of yet (15 days now).

Is this system broken at this time?

I would appreciate player/dev feedback because if it is not broken, I may have to open a ticket with tech support.

My account was hacked in the first week and restored, mayb that has something to do with it?

Also have a lil 2nd question, my account was hacked, lost all my gold and gear, is that ever coming back or am I just screwed?

Thank you.

Please do submit a ticket — there’s something in the stream that is preventing you from receiving the mails, because the system is working just fine.

In the future, the ARS (Account Restoration Service) will be able to “roll-back” your account to a point just preceding the account compromise. However, that service is not in place quite yet, and with regret, we cannot replace the losses.