Guild Wars 2

Update: Tuesday, 25 September

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.

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.

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

Grizzly UK.1209:

Grizzly UK.1209:

Ticket submitted 25th August, still awaiting solution: 120825-035702

Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.

Still being deafened by the silence from the Guild Wars Support Team. After 21 days I’ve pretty much run out of patience!

I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!

Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!

I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.gw2archive.eu/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):

Grizzly UK.1209:

Grizzly UK.1209:

I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.

Great — we’ll get to that asap.

That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!

Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)

Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)

Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!

Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distribution

Great, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!

Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!

I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?

Ticket Number: 120825-035702 STILL AWAITING RESOLUTION

Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!

Thank you! I finally received an email to notify me that the items were being re-distributed to my account! Logged in and found the in-game mail with the 3 items waiting for me. Collected the items and immediately placed all 3 items in my bank for safe keeping!

A tiny bit of faith in ArenaNet has been restored!

Thanks for letting me know. I’m so glad that we were able to help you, and apologize sincerely for the delays. See ya in the game!

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.

Thanks for your encouraging note, Hakkun. I am glad that everyone is ok with you and your account now!

Darfod.9375:

@ Gaile

Hiya.

The situation for static IP addresses is certainly a bit flaky at the moment:

posted a couple of days ago

---

Dear ANET Tech Folks,

Can you please have a look at your login script programs.

I have a static WAN address issued by my ISP. I live in Swansea.

When I first registered on this forum and GW2 I had to authorise my IP address… You thought I was in Bridgend, but I could live with that as it’s only a few miles down the road.

About a week ago, I had to re-authorise my login as I was apparently logging-in from Dundee (which is in a different country). After a quick panic, I checked the IP address, which was my correct address.

Today, I have had to re-authorise again, as you think I have moved to Stowmarket in England, (yet kept the same WAN address.)

I realise that this isn’t a gamebreaking issue, but it is incredibly annoying, so if you could spare someone for a few minutes to have a peek at the code…

---

This is still happening.

Cheers,

Darfod

Oh that is interesting. As you said, Swansea and Dundee are not very closeby!

Will pass it along. Thank you.

MsScabies.7168:

It also does not seem to work properly. I am allowed to sign into my account then kicked out the second I click my character. Ive verified my account.. (through much difficulty as that doesnt work properly either). Ive turned off the option of having to verify every time and now I cant play at all! I switch IP’s as I travel to 2 different houses a lot through out the day.. and I seem to get more problems in the 2nd home rather than the first… maybe someone can tell me what I am doing wrong?

When you say you are “kicked out” can you provide some details? Do you land on the log-in screen? Do you get a specific error message? These details will help the team resolve any issues, so thank you for the additional info.

Our average response time is much better than five days. Most tickets are resolved in under 24 hours. Some take longer. For instance, account compromise incidents require research, investigation, verification, and more. So they can take a while, and if the account is abused by the hacker and therefore is closed, that can mean a player it unable to play for a few days.

Another case of a longer turn-around involves someone asking us about a feature that is not implemented, or an issue that is still on the “to be addressed” list, like updates to the Name and Word Filter.

Please note the “Tickets for Review” thread is intended as a means to follow up on tickets that are at least 5 days old, not because 5 days is the norm, but because 5 days it quite outside the norm, but allows for the handling of irregular situations. At 5 days, we’d like to review, hence the thread.

Spade.4386:

Hello. It was said that the possibility to have an account fully restored (after a hacker’s attack for example) and thus character rollbacks will become possible. I have two questions regarding this:

1. When are we to expect this to happen? Any approximate date?
2. Will this be retroactive? As in, if it becomes possible in say a month from now, will people who have been already hacked and lost rather valuable items be able to have their characters rolled back?

Thanks a lot in advance.

Answers:

1. We do not have an approximate date for the rollout of the ARS (Account Restoration Service), but “pretty soon” is accurate.
2. If you did not play between the time that your account was returned to you and the date that restorations became available, that might make sense. But because we don’t have a solid date for the initiation of this service, that’s a lot of lost gaming and most people simply move along. Most likely, the ARS will roll out with a foreward-looking timeframe, so “From this date and forward, we will be able to assist with full-account restorations.” This is instead of “We can go back to a month before the service was initiated and restore an account based on that date.”

Shubop.5264:

StarsLife.7320:

Rollbacks/account restorations aren’t possible. You did change all your login info?

After I got my account back I did change them.

That’s good. You should be ok now, as long as your password is unique to Guild Wars 2 and isn’t shared with anyone. (The incident was not an issue on our side; someone learned your credentials.)

In the future we will have account restorations — which is a form of full-account roll-back to a point preceding the compromise. However, at the present time this service is not available.

Vaerah.4907:

I am not getting any email so I can’t log in.
I checked the trash email folder and no email in there either.

How do I play now?

I think you should contact Support. Click the tab at the top of this forum and review the answers in the Knowledge Base. If they do not help you, please go to “Ask a Question” and submit a ticket.

I think this will be helpful: https://forum-en.gw2archive.eu/forum/info/news/E-Mail-Authentication-Tweaks-to-Increase-Security/first#post241425

Iruwen.3164:

GaileGray.9587:

As a side note, I’m sort of surprised that the system would send to you for a dynamic IP situation, since the IP would still be in that same location. I had believed that an IP at 12.34.567.890 would be considered “the same” (geographically) as 12.34.567.9. So I rather believed that a player would not be asked to authenticate every time.

I can only speak for German users, but our biggest ISP (>10 million customers) allocates addresses from several completely different subnets on every reconnect.

Thank you for that insight, Iruwen. I was not aware of that.

VendettaDFA.9368:

The Email verify is NOT working as advertised. I didnt sign up to have to verify thru an email link EACH and EVERY time I log in to the game, the website, the forums etc ad nausium. The following is a copy of the email I receive (asterisks added to protect my security in place of true IP address and email link)

A log-in attempt from the following location is currently awaiting your authorization.

Address: **********
City: *********
Region: *
Country: *

This location is approximated based on information provided by your Internet Service Provider. If in doubt, deny the request and try again.

If you are certain this log-in attempt was not made by you, then someone else knows your log-in credentials and you should change your password immediately via Account Management.

For security purposes, we alert you each time your account is accessed from an unrecognized location. To authenticate this log-in attempt, please click the link below:

https://account.guildwars2.com/allow-login?token=************************************************************************************

Need help or have questions about your Guild Wars account? Visit our support site: http://en.support.guildwars2.com/
Thanks!
—The ArenaNet Team

This is my current and ONLY IP address I use. I have a cable connection and a static IP address. Your whole premise for email verification is in the event of a login attempt from a different IP. When I first verified my email you should have stored my IP address as approved and ONLY required email verifications on IP addresses not matching the original. If you can’t fix this issue then I want the verification disabled on my account until such time as it works as advertised. I am SICK of jumping through hoops and opening my browser to access my email EVERY SINGLE TIME I log in to the game or website.

You are correct — that is not working as intended. I’ll pass this along to the devs.

MsScabies.7168:

It also does not seem to work properly. I am allowed to sign into my account then kicked out the second I click my character. Ive verified my account.. (through much difficulty as that doesnt work properly either). Ive turned off the option of having to verify every time and now I cant play at all! I switch IP’s as I travel to 2 different houses a lot through out the day.. and I seem to get more problems in the 2nd home rather than the first… maybe someone can tell me what I am doing wrong?

You should be able to authenticate/verify both locations. Can you let me know after you’ve tried a few times at both locations if that is not the case? Thanks.

Krustydog.1043:

so awhile back a lot of us made unique emails for gw2 exclusively and got messages to verify email on log in. it was broke back then and we could still play. this morning it MADE me verify. OK so I did-what i did not want is to have to go to my friggin email account everytime i want to log in. I DID NOT sign up for that particular service and do not want it at this point. My kids play the game sometimes and I do not want them in my email having to verify every time they log in. I DID NOT sign up for this and want it removed!

Krusty, you verified your location, right? So you should not have to do that again. It’s just setting that you’re you, and you’re at XX location. Once that’s approved, I don’t see why you or your children would be required to authenticate every time, unless you choose that option. (Some players want to authenticate every time; it’s an option, not a requirement.)

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

Grizzly UK.1209:

Grizzly UK.1209:

Ticket submitted 25th August, still awaiting solution: 120825-035702

Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.

Still being deafened by the silence from the Guild Wars Support Team. After 21 days I’ve pretty much run out of patience!

I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!

Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!

I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.gw2archive.eu/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):

Grizzly UK.1209:

Grizzly UK.1209:

I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.

Great — we’ll get to that asap.

That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!

Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)

Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)

Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!

Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distribution

Great, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!

Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!

I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?

Ticket Number: 120825-035702 STILL AWAITING RESOLUTION

Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!

If you’re having issues like this, please contact Support and they will help you. We certainly do not want you to be unable to authenticate, or to find that authentication is a problem.

As you may have read in Mike O’Brien’s article on account security, we will have other options for authentication that you may choose to use. This will be coming in the near future.

As a side note, I’m sort of surprised that the system would send to you for a dynamic IP situation, since the IP would still be in that same location. I had believed that an IP at 12.34.567.890 would be considered “the same” (geographically) as 12.34.567.9. So I rather believed that a player would not be asked to authenticate every time.

I’ll ask the team about this.

Fear not, we’ll get you back your furry little friend!

Please read this thread and the latest update here and once you’ve submitted a request ticket, please add your name and ticket number in that thread and we’ll help you out.

Couple of notes:

• You are not required to post in the forums about this — anyone who submits a ticket will be reviewed and assisted. But the option is there for you if you’d like to take it.
• The distributions are done individually, and usually take a few days. If you haven’t been helped in five days, you can post in this thread to get added to a review list.

kKagari.6804:

An estimate time would really be appreciated.

Sorry, we don’t have one yet, but we’ll update when we do!

Arisboch.6518:

so are you saying that if that person who is using a name in “Guild Wars 1” and is still playing using that name in “Guild Wars 1” that the name will never be free for “Guild Wars 2” use ? Even if that person never creates a character with that name in “Guild Wars 2” i surely hope not

Oh no, that’s not what I’m saying. They need to make a GW2 account before the name reservations are cancelled.

Yamamura Midori.7582:

I don’t want to use a name that someone might someday want to use again, i want to use a name that I myself have reserved – unfortunately with my second GW1 account.

slurry.5467:

It’s not a matter of “nabbing someone else’s name.” It’s a matter of nabbing my name from my second GW account. If it was someone else’s name I wouldn’t care.

Good point — I hadn’t thought of that.

Cheiron the Centaur.1829:

In my case, that “someone else” is my wife, and she has no intention of buying GW2 herself. However, as these names have a special meaning to us, I would like to be able to use 2 of the character names from her GW1 account for GW2.

Another good point.

Thanks for the insights!

There are a lot of individual posts asking exactly the same questions about account restorations. I’m creating this merged thread and hope that anyone who wants information about this subject will read this thread and not create new ones.

The Search Engine is your friend.

I assume you have a ticket number of some kind? May I have that number?

The name makes me ask: Is that adding to the directory, as in side-by-side, or is it injecting into the game code? We’re not going to vet, research, approve, or support a third-party program, but I’m curious about how this works.

I just want to point out something. If the name isn’t available, it’s because someone used it in Guild Wars within the last 8 months, maybe is using it still. So I’m sort of not seeing why you’d be so eager to nab someone else’s name. Why not come up with something else? I mean, after all, as we say, “This is my story.”

Exactly. That password is “known” to hackers. Might not be your friend’s password, maybe someone else used it. But for an extra layer of security, we’re preventing it’s re-use.

Zodiack.5637:

I’m asking the same question with no response. My account has been “suspended” 3 times now.

Has it been hacked (accessed) three times, as well? If not, then we should take a look at what’s going on. If so, then the suspensions are designed as a measure of protection.

One comment: An account can be compromised (“hacked”) and reinstated, and then the actions taken by the hacker result in a lock-down. It’s unfortunate, and we do apologize if this happens to you, but sometimes that could happen. So I’m not asking in this thread if that happened to you. I’m asking for you guys to let me know if these are multiple locks for a single compromise — like hacked, reinstated, locked, and locked again.

First, yes, the account was locked down to protect it, just like your CC company may lock down your credit card to prevent it’s abuse.

Aenlaasu.1752:

Also, is the thread stickied above a joke? 3-5 days to fix things like this?

Guess that’s the flip side of free-to-play…

You misunderstand the purpose of that thread. Naturally, we’re responding more quickly the 5 days! I created and maintain the 5-day thread to give players another means to get in touch. Submitting a ticket should get you back on your account in a day or two. Maybe less. We’d like to do it instantly, but we have to go carefully because you better believe there are people out there who will try to “reclaim” your account.

Arangar.5210:

I am now restored after 24h or so – Not bad – Thanks.

• ahem * As I said.

No worries. We’re improving security and you’ll see a forum announcement here that explains.

Update: Monday, 24 September

120917-003642 Resolved
120907-001562 Resolved
120917-004145 Resolved
120825-005940 Resolved
120908-007658  Resolved
120914-002613 Resolved
120917-005163 Resolved
120909-004321,120909-004502 Resolved
120918-000186  Resolved
120914-003281 Update sent today
120916-005117 Update sent today
120916-003020 Update sent today
120915-001298 Update sent today
120912-007045 Two responses sent; may need more time to address issues
120901-001721  Suggestion sent by CS Agent
120917-004917 Agent responded
120920-000802 Agent responded
120917-000444 Agent responded
120913-000767 Agent responded
120905-009534 Agent responded
120916-006054 Agent responded
120919-001486 Agent responded
120920-000802 Agent responded
120916-005007 Agent responded
120826-014247 Agent responded
120915-000081 Answered your question in the ticket
120916-004072 Requires review by senior agent
120907-004183 Requires review by senior agent
120920-001271 Requires review by senior agent
120902-015078 Requires review by senior agent
120825-005940 In queue for distribution
120825-033103  In queue for distribution
120826-001727 In queue for distribution
120829-002627, 120918-005638 In queue for distribution
120919-004264 Bug Report — relayed to team 9/24
120915-000523 Agent responded
120917-000438 Agent responded
120910-005403, 120912-003964, 120913-005411, 120918-003080 It doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?

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 — Friday, 21 September

120826-011765 Resolved
120901-001721 Resolved
120902-005108 Resolved
120907-008394 Resolved
120909-000687, 120920-004803 Resolved
120909-004170, 120909-003417 Resolved
120915-005406 Resolved
120916-006291 Resolved
120912-003177 Resolved
120909-005038 Response sent today; let us know if you still need help
120915-000805 Response sent today; let us know if you still need help
120915-001454  Response sent today; let us know if you still need help
120907-004284 Requested additional information; please update your ticket
120911-007210 Requested additional information; please update your ticket
120915-000563  Reported this as a bug
120916-004076 Known issue; updated ticket
120825-003557 In queue, awaiting resolution
120826-004311 In queue, awaiting resolution
120912-002924 In queue, awaiting resolution
120912-005302  In queue, awaiting resolution
120914-005237 In queue, awaiting resolution
120915-002881 In queue, awaiting resolution
120916-005007 Under review by dev
120903-002278 Unable to fulfill request
120914-001168 Unable to fulfill request

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: Monday, 24 September 2012

Update: Monday, September 24

120917-003642 Resolved
120907-001562 Resolved
120917-004145 Resolved
120825-005940 Resolved
120908-007658  Resolved
120914-002613 Resolved
120917-005163 Resolved
120909-004321,120909-004502 Resolved
120918-000186  Resolved
120914-003281 Update sent today
120916-005117 Update sent today
120916-003020 Update sent today
120915-001298 Update sent today
120912-007045 Two responses sent; may need more time to address issues
120901-001721  Suggestion sent by CS Agent
120917-004917 Agent responded
120920-000802 Agent responded
120917-000444 Agent responded
120913-000767 Agent responded
120905-009534 Agent responded
120916-006054 Agent responded
120919-001486 Agent responded
120920-000802 Agent responded
120916-005007 Agent responded
120826-014247 Agent responded
120915-000081 Answered your question in the ticket
120916-004072 Requires review by senior agent
120907-004183 Requires review by senior agent
120920-001271 Requires review by senior agent
120902-015078 Requires review by senior agent (but I promise — no DNA sample required! )
120825-005940 In queue for distribution
120825-033103  In queue for distribution
120826-001727 In queue for distribution
120829-002627, 120918-005638 In queue for distribution
120919-004264 Bug Report — relayed to team 9/24
120915-000523 Agent responded
120917-000438 Agent responded
120910-005403, 120912-003964, 120913-005411, 120918-003080 It doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?

estrillin.7643:

Guild: Tirayjala
Server: Sorrow Furnace
Tag: [TYJ]
Unable to promote player’s , write messages of the day, and can’t spend Influence on guild upgrades only thing i can do is invite players. pliz Help

Hello,

I don’t see a ticket number. Could you please post one so I can review this issue?

Frupert.7240:

I had not been able to log in until tonight and was excited to see on the forums while at work that you had supposedly fixed my problem. You state that my issue was “Resolved by bug fix”. Nothing has been resolved, I still do not have my items. Please tell me what I need to do and re-open the ticket.

I made a post in the CE/DDE thread about this. If you still do not have your items, please read this. Thanks!

Cipher.7913:

Is there a reason why my previous post (made 4 days ago on page 24) was ignored?

It doesn’t seem fair to me that posts after mine are being resolved while my guild member has been stuck waiting for 2 weeks now.

Your friend has not provided his serial code — an essential component of establishing ownership of an account. The team is working with him on this issue, and he responded with details on Friday that may allow them to resolve this now.

As many of you probably discovered, we did another batch of CE/DDE Item distributions on Friday. From this point on, any remaining issues will be handled individually.

If you deleted your CE or DDE items, please check your account/mail/characters to see if you received the items in one of the large-scale distributions. Replacements are one-per-customer, so we cannot re-replace items. Also note that if you used a one-time-use item, a new distribution will not give you a second use.

If you did not receive replacement items as of Sunday, September 24, please note your ticket number below and the Support Team will look into the matter.

The Support Team will suspend an account when we detect a possible compromise. Usually, this happens once, the account is returned to your possession, and the suspension is lifted.

If you have had just a single compromise incident (to your knowledge, anyway) and have been suspended more than once, feel free to post in this thread. We’re just tracking this to make sure we’re following the best processes. Thanks.

Update — Friday, September 21

120826-011765 Resolved
120901-001721 Resolved
120902-005108 Resolved
120907-008394 Resolved
120909-000687, 120920-004803 Resolved
120909-004170, 120909-003417 Resolved
120915-005406 Resolved
120916-006291 Resolved
120912-003177 Resolved
120909-005038 Response sent today; let us know if you still need help
120915-000805 Response sent today; let us know if you still need help
120915-001454  Response sent today; let us know if you still need help
120907-004284 Requested additional information; please update your ticket
120911-007210 Requested additional information; please update your ticket
120915-000563  Reported this as a bug
120916-004076 Known issue; updated ticket
120825-003557 In queue, awaiting resolution
120826-004311 In queue, awaiting resolution
120912-002924 In queue, awaiting resolution
120912-005302  In queue, awaiting resolution
120914-005237 In queue, awaiting resolution
120915-002881 In queue, awaiting resolution
120916-005007 Under review by dev
120903-002278 Unable to fulfill request
120914-001168 Unable to fulfill request

annielumos.6498:

Gaile—

First, I want to say how much we really appreciate the work your doing to try to help us get these old tickets taken care of.

There is another thread in the game bugs section about the specific guild issues we are having that some of these old tkts are on.
Six days ago (bottom of pg 19 of 29), Anet staff member CameronDunn, put a little blip that the guild issues were being looked into and he would keep us updated… and nothing since.
There has not been any mention of fixes on the game update notes, either.

I actually got an email from the guild wars 2 team encouraging me to join a guild for the social aspects.
(One would think they would have held off on sending that email out until the guild issues were fixed, lol— it’s just going to invite more tkts for your overloaded support staff.)

Is there anyway you can get us an update on the guild issues fix?

Thank you

Can you give me that link? I’m nose-down right now, and I’d appreciate being able to get there without searching.

I’ll post some tips again, because they helped a LOT of players, and also share some info. Your gold is not across your account, but on each character. Sometimes when a player looks in each character individually he/she finds the “missing” gold on another character. I hope you’ll give this a try.

Additionally, what we’re finding is that sometimes there is lag in a transaction — not just a few seconds, but occasionally an hour or more! So before assuming that the issue is permanent:

• Check all your characters.
• Log out of the game completely.
• Check again several hours later.
• Be aware that even if you cancel a transaction, you will still be dinged for the 15% fee, so that that into account when calculating what you should have.

Having said all that, we should be able to look at logs and see if we can figure out what happened. But the reason I’m offering the suggestions above is that we’ve done some of that research and we’ve found the player got his gold or stuff and all is well. So I’d like to be sure I don’t ask for dev time unless there’s a real issue.

I’ll speak with our expert on this subject and get an update on this.

Vorkk.4927:

’’I expect you will disagree with me, but the team member who wrote you the detailed response was not writing in error. You’ve asked for replacement of an item, and that would involve replacement/refund of used gems, because we do not/cannot spawn items as replacements. So I understand that the language may be unclear, but the request and the response are aligned.

The item did not disappear due to a game issue. It either was accidentally deleted or it was transmuted in error. And neither of those are issues that the CS Team can resolve because there’s no policy or practice that can fix every instance of user error. I’ve accidentally deleted items; I’ve unintentionally sold items. Heck I may have deleted a character in error. But each of those things was my responsibility, because I was not careful. Even though the game has a confirmation process, I skipped over it in my haste and as a result, I lost my items. My fault. My loss. And so it is with any player. I do empathize with the situation.’’

That’s fine. I’m willing to accept that it was human error and that you’re not going to ’’reimburse’’ the item. I’m not so proud as to not being able to admit that I most likely made a mistake during the transmutation which led to the disappearance of the ‘’Krytan breatplate look’‘. However, there is some feedback that I would like to leave which I hope that you can also consider. 1) My petition was closed without any answer after 10 days or so. I know I’m not the only person who’s petition was closed without getting an answer. You seem professional GaileGray so I’m sure that you can agree that whoever closed my petition without feeling the need to answer it was not acting too professional. As a customer, it is upsetting. You are a customer yourself and I’m sure that you can agree that it would of upset you too. 2) As a customer, I do not know that your company cannot make an item and would have to reimburse the full amount of gems. I’m sure that you can see why being answered that my petition to be reimbursed gems for an item bought by error would not make sense to me as it was not an item bought by error and I was not asking for gems back.

I would like to thank you for fully answering my petition on here with the right explanations. It is indeed much appreciated and I can finally feel closure on this issue. It’s too bad that it was not handled like this right away as a lot of frustration and time could of been saved from both ends.

You are absolutely right. In our hurry to get to as many tickets as possible, to review them for queue-setting, categorization, responses, and assignments, there were tickets that just seemed to fall into the void, getting no response at all. And that’s not a good way to operate, and we know it.

I am very sorry that you waited so long, and sorry, too, that what we can do is less than you had hoped. Thank you for your reasonable tone and for sharing your observations about how we could have handled this better, because that will help us do things better in the future.

Update: 21 September

I just learned that the dev team and support have come up with a solution that will allow us to address these issues individually (rather than doing a mass distribution). A CS Agent will review your ticket and will enable the redistribution. Of course, if there’s a reason that he or she cannot give you the items, you’ll get an update about that, instead. (And I’m sure such cases will be rare.)

The process will involve the generation of special codes and the application of one code per affected account. The codes cannot be made until next week, so please bear with us because it’ll probably be a few additional days before this is set right. The good thing to know is that it will be set right soon.

Thank you for your patience! (And it goes without saying, thanks for the love of the game that prompted you to purchase a DDE or CE in the first place. We appreciate that extra level of support!)

Nemui.6753:

i submitted my ticket about a week ago, but only now stumbled upon this thred. if i understood this correctly is hould just post my ticket number here anyway? my issue is that i accidently deleted the one character that had the DDE-items on it. my mistfire wolf works just fine, though.

Ticket #120916-002064

edit: i just thought of something else.. since i’m in germany, should i even be posting here? cause i was automatically assigned to the european support team and submitted my ticket there. if this is the wrong place for me to post, is there a european equivalent of this thread somewhere?

Oh, Nemui, you’re welcome to post here any time.

Anomaly.5902:

GaileGray.9587:

Anomaly.5902:

Is there any update on 120903-011456…? Still getting nothing…

This one may have been mis-queued, and so I’ve sent it over for a review.

lol… This is getting pretty depressing (for one…)…

I know.

GaileGray.9587:

TheEvilTwin.7126:

My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters(vegealm@live.no). I filed the first complain the 10 september, and no aswere in over one week.

my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080

Looks like you provided an inaccurate serial code, but I found a slightly different one in another of your tickets and an agent will look at this now.

According to the agent who did the review, it doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?

PhoenixStar.2643:

GaileGray, thank you for your response. I only wish that someone would have sent out some sort of information or update (or any response whatsoever!) regarding this as a reply to the ticket, even if it was a generic autoreply of “we’re looking into it, it’s a known issue”. Rather than leaving your customers without a response, feeling neglected and confused as to what is going on. It gets quite tricky to be patient when we don’t get told what’s going on; not everyone reads the forums.
Anyway, thank you for your reply! I can only assume this will mean I will get a reply to my ticket eventually.

I agree with you, a response/answer/comment would have been good. I will share that with the team leads so they can look at more opportunities to communicate in that “update-ish” manner.

Thanks for your feedback.

Anomaly.5902:

Is there any update on 120903-011456…? Still getting nothing…

This one may have been mis-queued, and so I’ve sent it over for a review.

Kaiten.7192:

Ticket 120826-004311, opened on 8/26. Closed without resolution on 8/30. I’ve commented and requested a response twice in accordance with the original support response since that time with no new info provided or actions taken.

This is about deleted or missing CE/DDE items, right? You’ve posted and you’ve submitted a ticket, and we are working on a means to get those to you, but if you wish, you can add your ticket to the CD/DDE thread here, as well.

ChrisTopZ.2685:

come on, please

snowmanboy.8936
120909-004170
120909-003417

This was marked as updated and then resolved. I asked an agent to take a look again and he just sent you new credentials. Please let us know if you still have problems, but I think it might (finally!) be sorted out.

definem.2781:

Answer to apparently everyone who wrote except me
A nice please perhaps ?
Please take a look at this.
120915-002881

Actually, I’m listing tickets in the order received, so don’t worry, you’re on the list it’s just that we can get to only so many in a single day.

Thanks for understanding!

Zora.8437:

120919-001077 (09/18/2012)
120914-000304 (09/13/2012)
120906-010340 (09/06/2012)
120830-015905 (08/30/2012)

Nothing yet and these tickets have been open since kitten I unno FOREVER….. I STILL NEED MY DDE ITEMS! can you please finally get to me. Gaile Gray said he would take care of it by moving my post into some forum thread….Nothing was done about my DDE items after that happened….SO HOW BOUT YOU GIVE ME WHAT I PAID FOR!

BTW all of those tickets are 5 days atleast apart so I dont wanna hear the multiple ticket excuse from you guys….GIVE ME MY STUFF NOW!….this is rediculous you have already dropped the ball on this and have the worst customer service I have personally ever had the displeasure of dealing with in any MMORPG to date.

Submitting duplicate tickets is a bad idea, whether they’re five days apart or not. You’ve flooded the team with about 8 tickets. Several are about the CE/DDE items, and I’ve already stated where we are on that, with apologies for the delay. You will get your items.

But another ticket says you need a password reset, and another says you want a refund. Could you please close out those tickets you do NOT need help with, so the team can focus on those that are still truly pending?