Guild Wars 2

Galadeon.6513:

GaileGray.9587:

No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.

Sad, very sad that your programmers would not put this BASIC MMO functionality into the game. There should be a plan in place to help people that get hacked.
Note to game makers – make sure that your future CS has the tools it needs to help people.
#NotAAAservice

You may not be aware, but spawning gold and handing it out like cupcakes — even if “basic MMO functionality” — isn’t good for a game’s economy. If you lose a dollar, the government doesn’t print up and hand you another one — that would cause huge inflation.

To address the issue of hacked account, we soon will be offering account restorations that will “roll back” an account to its pre-compromise state. The issue will be verified, and the hacker will be tracked and and all account involved in the hack will be closed. Then, when the hacked account is rolled back, the gold is not duped and the economy isn’t damaged.

Amaraee.5680:

GaileGray.9587:

For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.

The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.

Thank you for your patience.

Hi Gaile, a few days ago you responded to Natebert.8432 – about his items, but I have not seen his tickets (120825-033103 and 120903-008429) appear in your “resolved” or “queued for distribution” lists. Are his tickets in queue for you to look at? Being that his first ticket was made on 8/25… I’d hate for him to have to miss out on this second distribution.

Thanks.

Have him post, or post for him, in the CE/DDE thread, but I can see he’s “awaiting approval” which means he’s in the queue to get items.

Ameline.3486:

Hey Gaile,

I too made the unfortunate mistake of accidently deleting my Rytlock mini, Tome of Influence and Chalice of Glory on the first day of headstart.

I sent in a ticket 08/25/2012 Ref. number 120825-010443 to ask for help. Chris from the Support Team answered me saying that there would be a fix in the future and that I should keep an eye on the forums. So I closed the ticket and I was waiting patiently for a fix. I`ve been checking the forums regulary these past few weeks and a few days ago I saw that there is a second distribution available for those that accidently deleted their items. So I sent in another ticket.

09/14/2012 (so a week ago) Ref. number 120914-002059
Strangely I got an answer about guild problems. o.O I updated the ticket. For now it has the status Awaiting approval. Am I in queue now for a second distribution or is this approval about something else?

Thank you in advance

When you say a second distribution, did you already get a set of replacement items?

The “awaiting approval” indicates you’re in the queue for replacements. There’s more information in my latest update in the CE/DDE thread. (And you can add 120914-002059 to that thread, if you wish.)

Meijo.7415:

GaileGray.9587:

Update — Thursday, September 20

120825-003557 Question answered

Can you explain this to me please as there has been no update to my ticket and it still says “Awaiting Approval”.

Am I on a list to get my things back? I hadn’t asked a question, i’m awaiting reimbursement of my items. 10 days no response/change to my ticket.

If you have submitted a ticket, you’re on the list. If you want to do so, you may post in the CE/DDE thread. Please read my post for information: https://forum-en.gw2archive.eu/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/page/6#post197997

PhoenixStar.2643:

Influence Tome [Incident:120906-001736]
An issue with Tome of Influence being used but not giving any influence, asked for the Tome back or some similar thing as we payed for it (happened to both me and my boyfriend). Sent the ticket the 6th of september (!) and have not gotten a single reply despite updating it a few times.

Tome of Influence issues are still being reviewed. Thank you for your patience.

Montag.3158:

If I deleted my Deluxe Edition mini should I fill out a ticket or wait for the game change?
I am willing to be patient for it I just want to make sure I get it.

Submit a ticket and add the number to this thread, please.

Draeyon.4392:

@GaileGray

I have posted previously about my ticket so i wont bump with that again, but my question is (and I may have misunderstood this thread) is this thread for people who deleted their 1 time use items and not realizing that or people who did not receive any of the digital bonuses to begin with or both?
I only ask because I am pretty sure mine is the latter of the 2 there as I do not have the mistfire wolf elite skill either (which should be unlocked but is not)

It’s for both issues. Thanks for asking and allowing me to clarify.

Blaze.8127:

i think my ticket is #120905-009031 been well over 5 days now, but i cant login to my support account now =(

The team will assist you with getting into your support account. However, you have submitted multiple tickets about your deleted CE/DDE items. Please be sure that ONE ticket is listed in the CE/DDE thread and close out the others (when you can do so).

Galactrix.8196:

Ticket ID:

120825-014906

submitted on 08/25/2012

Posting here just in case because the ticket is 27+ days old and marked as “closed” but I’m still waiting for replacement DDE items. In the DDE/Collector items thread it mentioned numbers being gathered but I haven’t seen my ticket ID mentioned in any of the updates above and there are posts above now saying that there will only be one more big distribution? I don’t want to miss out if my ticket number was overlooked

Permalink to where I posted before for context:
https://forum-en.gw2archive.eu/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/170582

We have not forgotten those who are waiting for replacement of the CE or DDE items that they deleted. As I mentioned, we do not yet have a date for the next distribution. Please be sure this ticket is mentioned in the specific DDE/CE thread. Thanks.

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.

Saywaat.5871:

“120905-000663 Resolved”

not resolved in anyway i cant belive u just make random assumptions..

New ticket is here 120919-008681 asking for a refund of game cba with support not helping in anyway.

NONE of my other acc is hacked… i have diablo 3 , wow etc playing with same passwords as GW 2 when i got “hacked”.

I truley beleive that every time (5times now) u open my account and i changed e-mails and passwords so many times, Its your FILTER that BANS MY ip not some hacker ones.

I need to point out that this issue positively was not on our side. Your ticket yesterday evening said that you were back on the account after creating a new email account and discussing the situation with the team on the new account.

With the repeated incidents, I believe you may have a Trojan or Keylogger on your account. Again, this is not a security issue on our side, but something related to your credentials, to your email account, or to you system. For more information, please see Mike O’Brien’s article on account security.

Anablue.2451:

Been 6 days since I got my account back from being hacked, Lost all my gold and items, I know your cant restore items but I lost 6.5gold, Please if you could restore my gold thanks, Ticket number is 120915-005747

No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.

Vorkk.4927:

I just received a response for my ticket (finally). However, it made no sense as per what I was asking… Trying to answer as many tickets as fast as possible with a copy/paste answer is not the best solution. I realize that you guys have a lot of tickets but mine still is ongoing because the GM that responded to it didn’t respond to the question that I asked. He said that I could not get a refund for something bought with gems accidentally when I NEVER asked for a refund. I simply want the missing part of my item. I’m not so sure what’s so complicated in this. I bought the Krytan armor look from the gem store and somehow while transmutating the breastplate/chest piece ’’poofed’’/disappeared and I would like that missing piece.

This has been going since SEPT 2 and is still ongoing…sad!

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.

Actually, with a chargeback, it’s likely the account will be terminated. There’s no way to undo a chargeback, and it is the worst way to deal with issues. Our team will work with players to get things sorted — chargebacks aren’t the way to get things worked out, believe me.

To the OP: I suggest you make sure your mail box is empty — I mean completely empty — and then you log out and log back in to see if the purchase appears. If not, contact Support.

Saria.9386:

can I get atleast confirmation if its refunded or not though?

Gosh, Saria, I wish I could tell you! Can you please contact Support to find out?

P.S. I’m glad you decided to keep the account.

Alyn.5964:

So am I going to have to contact customer support and ask them for a 24 hour “lift” every time I want to buy some gems? If so, this is ridiculous.

The system is designed to protect the account holder, the CC vendor, and the company offering the products. And yes, for various reasons, sometimes people do need to get a waiver in order to purchase through the Gem Store. I appreciate it’s not ideal, but it’s a way to allow credit cards or payment systems that might otherwise be instantly rejected to be able to make the purchase. IOW, it’s a work-around that benefits the customer, even while it also requires a bit more action to accomplish the purchase (for which we apologize).

Naturally, budgets are different for different folks, but one way I can see to work around this inconvenience is to save up and make a somewhat larger purchase less often. Just a suggestion, and of course, you should do what’s best for you!

iBones.8750:

I logged on after roughly a week without playing, only to find my characters wiped just about clean of currency and items. I had heard of the phishing emails and as such, didnt open any. I even open emails on my phone, so there is definitely no link to my GW2 account there.

First thing I did was open a support ticket and explain my case. After about 5 days, I received a reply stating that there is no way to restore my items. The tools that ANet possesses just dont allow them to do this. They went on further to tell me about ways I could improve my account security…which I had done all of them prior to the hack…

My question here is, what gives? This hacking is widespread enough to merit announcements and reminders on how WE can better protect ourselves, but clearly, there has to be more to it. Iv’e never been hacked in any other game ever. I have been playing mmo’s since ’04, and literally have never been hacked. So why the change now?

Aside from the lack of support that my support ticket got me, I’m not here to troll or flame up, I really am curious what ANet plans on doing about this. After 8 years of gaming, did the moons align and It was just my time to be hacked? Or is there something I had no control over that got me into this predicament?

Here is a very detailed, helpful, and informative article on what we have done and intend to do and what you can and should do, as well.

When you say you received now help, I’m sure you received help getting you back on your account. Please read the article to learn how better to secure your account, for even someone who has never been hacked (before) will benefit from that information.

I suggest you update your Support ticket so that a team member can assist you. Answers are not instantaneous, but with a bit of patience they will be given.

We don’t allow names related to sexually transmitted diseases for what I would assume are obvious reasons. Now that you’ve received the message, you’re aware of this and I hope will make better choices about names in the future.

Landua.4857:

hello!

i bought a “gold rabbit chest” and received a stack of 5 chests. not sure if that is intentional. i opened them all. i did teleport out of the mists. the majority of the items that were in my inventory are now gone.

any thoughts?

Please get in touch with Support directly for help. Use the “Ask a Question” tab to submit a ticket. They will help you.

I suggest you contact Support directly for help. Use the “Ask a Question” tab to submit a ticket.

thedesertwolf.7053:

Incident: 120919-000266

I have been utterly unable to purchase gems for cash from the gem shop even during the 24 hour “Lift” that was placed upon my account. This is endlessly frustrating and counter productive to both the developers for being unable to accept money that I wished to spend and to me by preventing me from purchasing gems to begin with for cash.

The response I received was

Response Via Email (Allen) 09/19/2012 06:08 PM
Hello,

In reviewing your account, I can see that I am able to override your purchase restriction for 24 hours. Please make your purchase within this time frame. If you are unable to make the purchase within that time, you may need to contact us again.

If you still experience issues, please let me know.

Regards,
Allen
NCsoft Billing Team

============

This has unfortunately solved nothing as I am still 100% unable to buy Anything from the black lion trading post, this was after it had been restored to working condition.

I am sorry that the work-around did not function as intended. Please update your Support Ticket so that an agent, who has access to confidential account information that we cannot post on the forums, can help you get this resolved.

I am sorry that this happened to you, Tigg. I suggest you contact Support directly for help. Use the “Ask a Question” tab to submit a ticket. Please include as much information about your account as possible in your first ticket, as outlined in the post above, How to Contact Support.

The other information you have been given is kindly intended but not accurate. We do not have a way to restore or “roll back” your account. It’s really that simple. Please work with the assigned support agent and he or she will help you resecure the account and get you back in the game.

Fleece, we’ll help you if you purchased through buy.guildwars2.com!

Please submit a Support Ticket. Use the “Ask a Question” tab to submit a ticket and we’ll get this sorted for you!

Yes, change your password. But change it WITHOUT clicking any links. Go to account.guildwars2.com and access your personal account and change your credentials.

For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I believe that a date has not yet been set for this. If you’ve posted in the Tickets for Review thread and have been marked “In queue, awaiting resolution” or something of the like, know that your issue is recognized and that we will make sure you get your items when that distribution is made.

The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.

Thank you for your patience.

SpiderPIG.4150:

GaileGray.9587:

Zora — we will be making another distribution of items, and if you have not been included in the past, you can be included in the next one. (I don’t have a date, but I imagine it will be pretty soon.)

This post should be in the Tickets for Review thread or in the CE/DD post. I’ll move it in a minute, when I know you’ve seen this. And I’m sorry you haven’t been helped before now.

Why does he get precedence over everyone else who has been kindly waiting patiently just because he raged in ALL CAPS? I can be an a**hole too, yet my items have been mistakenly deleted within the first hour of head start going live. I really hope when making distributions you guys are selecting those who submitted tickets first, not random ones or people having a big cry about it.

SP

With all due respect, is “my items have been deleted” accurate? Or is it “I accidentally deleted my items?” I mean, let’s be fair, ok? I don’t think they disappeared, and I’m not pointing at you, but “mistakes were made” is so much less honest than “I made a mistake” which is something I hate about politicians, but that’s another topic for another day.

To your point: No one is being given special treatment or preferential treatment, or individual distributions. If I answered someone who wrote in all caps, I should not have done so, I agree with you, because that isn’t good form, and I generally avoid any response to rude and aggressive posts.

We’re going to be sure we harvest all the ticket numbers and get a distribution out to all those who need it. I will post individual about that below.

For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.

The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.

Thank you for your patience.

Xionaz.7065:

So every time I try to mail my other account; yes I have TWO accounts it’s preventing me and I receive this message…

“This transfer would exceed the total value of transfers allowed for new accounts. As you continue to play , your account will be allowed to transfer higher values. New account limits are necessary to protect your online experience from fraud and illegal trading. We apologize for the temporary inconvenience”

I am getting extremely tired of this garbage with Areanet. First my original account was "hacked’ and when it was returned to me it was instantly banned for more than a week. So after a few days in my banning process I buy another game and eventually the original account is returned to me. So now I am trying to send stuff back and forth between accounts to save room and make life easier and I cannot even do that?

How can I fix this because it’s SUPER annoying I cannot do simple things like mailing items to myself because of this message listed above. If I need to put in a ticket fine but even though I love this game to death I am sick and tired of the stupid hoops they are making me jump through!

I understand this can be irritating, but there’s a really good reason for these restrictions. RMTs (Real Money Traders) buy accounts, or more likely steal accounts, and then use them to receive and transfers and deliver illicit items, from purchase gold to stolen property.

The restriction on your account is there to prevent RMTs from misusing accounts in such a way. As I said, I do understand the frustration that this limitation can cause, but I hope you’ll bear up on even support it now that you know the reasoning behind it, and know that with those restrictions, we’re cutting back on those irritating gold sellers, spammers, and account thieves!

Renegadeimp.8439:

Anet hasnt gotten “hit”. Your own security has lapsed. If arenanet had been compromised, its pretty certain that out of 2 million + accounts, a couple of thousand at best were compromised.

What you are seeing now is no different than in any other MMO. Just because its happened to you is the reason it seems to be rampant. It even has it’s own name. Red car syndrome.

Thank you for understanding and for stating the case so clearly.

I encourage everyone to read Mike O’Brien’s new blog post on the subject of security and take the recommendation and our new practices to heart!

Ylarra.8652:

While I appreciate and completely agree with everything in Mike O’Brien’s post this date (https://www.guildwars2.com/en/news/mike-obrien-on-account-security/), some people saw this one coming and planned ahead. My husband and I have been gaming and dealing with hackers and bots for years. We report them as soon as we find them in the game and have gotten VERY good at ferreting them out. We have worked hard to ensure that not only does every email account have it’s own unique password, so does our network, each game we play, etc. Given our natural enthusiasm and excitement for the game as we followed its development over the years, we definitely wanted it to be secure for us from the start.

This being said, I already have a completely unique password to GW2. It’s not something anyone is likely to guess. We check for keyloggers and other invasive software routinely and are careful where we download anything from. I have not had any issues with my account and am extremely confident it is secure. I am so confident, that I really do not want to change my password at all and hope it doesn’t become mandatory for everyone, even those that thought ahead ~ the minority though we may be.

Just my two cents worth.

Can I make a suggestion? Change it in an insignificant way. Add a couple of numbers, change the final word of a 4-word series, something that is simple and that does not inconvenience you but which allows us to help secure your account.

I can’t tell you how many password changes I’ve been through, with ArenaNet. And yet, I know it’s for a good reason, so I do it and some up with something very different. In your case, if you’re confident that your password is very secure, try one of the suggestions above and if it doesn’t fail (because it’s on the “known password list”) then consider that an extra level of security.

Lacrosse.5790:

I received an email from: noreply@guildwars2.com

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

Address: 113.25.29.129
City: Yuci
Region: 24
Country: CN

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=(Bunch of random numbers after this, I don’t want to post the exact link)

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

Is it safe to click the link?

Are you located in China? Didn’t think so. So don’t click the link!

I can look into the source of this email — I sense it is from us. But the prompt is not coming from us, or from you, correct? It’s coming from someone who’s trying to steal your account. So please follow the instructions: 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. (And that’s account.guildwars2.com.)

Thanks for asking. Be safe!

Yoshiro.4159:

Hey GaileGray,

U told me to post if its been 5 days so here it is.
Could u review my ticket.
i would appreciate it thanks.
Ticket: 120916-005007
Date Created: 09/16/2012

Sincerely,

Yoshiro.4159

You post every day, but it will not be five days until tomorrow. Please do not post this again until then.

Update — Thursday, September 20

120824-007248 Resolved
120828-017417 Resolved
120831-007724 Resolved
120905-007179 Resolved
120914-004764 Resolved
120907-004123, 120825-035330 Resolved
120912-001055 Resolved
120912-005259 Resolved
120914-000391 Resolved
120914-004764 Resolved
120825-003557 Question answered
120903-002278 Question answered
120914-003281 Question answered
120915-000309 Question answered
120915-000523 Question answered
120911-002501 Question answered
120825-007873 In queue, awaiting resolution
120904-001280  In queue, awaiting resolution
120904-006754 In queue, awaiting resolution
120907-008394 In queue, awaiting resolution
120908-004534 In queue, awaiting resolution
120911-001259; 120906-003033 In queue, awaiting resolution
120912-005302  In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120913-000767 In queue, awaiting resolution
120908-002648 Appears to have been resolved on 9/9

Update — Thursday, 20 September

120914-004764 Resolved
120824-007248 Resolved
120828-017417 Resolved
120831-007724 Resolved
120905-007179 Resolved
120907-004123, 120825-035330 Resolved
120912-001055 Resolved
120912-005259 Resolved
120914-000391 Resolved
120914-004764 Resolved
120825-003557 Question answered
120903-002278 Question answered
120914-003281 Question answered
120915-000309 Question answered
120915-000523 Question answered
120911-002501 Question answered
120825-007873 In queue, awaiting resolution
120904-001280  In queue, awaiting resolution
120904-006754 In queue, awaiting resolution
120907-008394 In queue, awaiting resolution
120908-004534 In queue, awaiting resolution
120911-001259; 120906-003033 In queue, awaiting resolution
120912-005302  In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120913-000767 In queue, awaiting resolution
120908-002648 Appears to have been resolved on 9/9

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.

ShadowX.4639:

Guild mate of mine lost half their gold because they bought something, and as they closed the trading post the game crashed. It apparently made them buy 2 of the item they were purchasing because the amount missing was exactly twice the cost of what they bought. They went from nearly 24g(I think) to about 4g in less time than it takes to relaunch the game.

I heard of a situation like this today, but oddly, after a while, the gold and item balances rectified themselves. Would you let me know if that happens with your guildie?

VooDooU.4891:

First it I lose 1 gold over night.. no one hacked me, I was offline.. money simply gone. You cant or wont help me.. wont even find out WHY the money is missing.. then I lose 4 yellows and 4 greens to the mystic forge.. nothing given back. AGAIN no help.. at all and then almost 3 weeks later you close the ticket. Now my game crashes while I was waypointing after finishing a very tough jumping puzzle and getting my first sapphire orb. 20-25 minutes later I finally get to log back in and im half way through the puzzle, no ach for it.. no loot.. so I again finish it after only one more death and oh thanks.. the mushroom by the chest and the chest are already looted and I cannot interact with them. I think MAYBE the orb is in the bank where I sent it…. NOPE! its gone and of course you all refuse to compensate for game flaws. How is this a way to treat your faithful customers?!?!?! You NEED to give items back to those that lose them.. we need every silver right now in the early stages of the game. We deserve this much.

I am concerned that you have lost items again and again. As you know, we cannot spawn items and therefore can’t simply hand over whatever you’ve lost. Even while I know that would be very satisfying from your viewpoint, it would be devastating to the game economy to generate a bunch of replacement items. Too, we cannot see that this is happening, we cannot track where the items are going, and it seems to be happening too often to be a game glitch.

I believe that someone may have access to your account who is letting you play and then “harvesting” your items. I believe you may have a Trojan or a keylogger and that is how the person is accessing your account, even if you change your password.

That’s really the only answer I can give to repeated disappearance of items, especially when we’re not hearing about this from anyone else.

I’m sorry for the situation, but I do believe this is something we cannot address. And I’m glad that you found the items were back in your latest incident.

Info for you: The team is still trying to figure out the best time to make a distribution of missing or accidentally-deleted DDE/CE items. They intend to make some game changes that will prevent this from happening to people in the future. There will be another distribution, but I’m not sure whether that will happen before the design change is in place, or whether the team will wait and do a final distribution after the situation is fully resolved.

I’m sorry I don’t know more, but it’s actively under discussion and your ticket numbers are being gathered.

Thanks for your patience — we’ll get you taken care of!

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!

ChrisTopZ.2685:

come on

snowmanboy.8936
120909-004170
120909-003417

I sent this one off special. I’ll check ALL my mails, and if it’s not there, will add it to the top of the list. I am very sorry!

Aemris.6083:

Hey I still can’t buy gems I want to give you my money but still no dice
120907-008394
Updated 09/07/2012

I dont want a gem refund as stated in the post you made Gaile you put both tickets together and said unable to refund gems which is fine but the only one I am really worried about is this ticket the one here that hasn’t let me be able to purchase gems for a few weeks now and I want to purchase a lot of them I love the game and want to support it etc and everyday I login hoping to make my gems go from zero to at least 4000 or heck even 12000 but no luck

Oh I understand, Aemris — I apologize for the misunderstanding. Will add to tonight’s list for a review tomorrow.

And you know what? That isn’t quite the whole picture, so I’m going to clarify a bit. (Yes, I’m necro-posting, but y’all will forgive, right? )

Technically, it’s against the current Guild Wars 2 Content Terms of Use for people to make money through such things as monetizing a Guild Wars 2 video. However, we support people sharing their experiences with our game. (Heck, we <3 people doing that!) So while we want to do the right thing and accurately relay what the CToU says — because that’s often the question — we do not take action when fan sites support themselves via ads, and we don’t take action when the creators of fan videos place ads. In other words, we do not flag such videos.

[Edited to add link to CToU]

Update — Wednesday, September 19

120826-000572 Resolved
120827-009339 Resolved
120901-001721 Resolved
120901-030134  Resolved
120907-001862 Resolved
120909-004499 Resolved
120912-000702  Resolved
120912-004572 Resolved
120908-002770 Resolved
120911-002506 Resolved
120825-003481, 120908-001695 In queue, awaiting resolution
120902-005577 In queue, awaiting resolution
120902-006231 In queue, awaiting resolution
120911-009121 In queue, awaiting resolution
120914-000042 In queue, awaiting resolution
120908-005487 In queue, awaiting resolution
120826-011944 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120829-012492 Assigned; awaiting response from player
120906-002403 Assigned; awaiting response from player
120906-003323 Assigned; awaiting response from player
120912-005302 Assigned; awaiting response from player
120907-001327, 120907-008394 Unable to refund gems
120824-008715, 120903-001767 Sent suggestions for resolution
120913-005753 Sent suggestions for resolution
120913-006801 Sent suggestions for resolution

Update — Wednesday, 19 September

120826-000572 Resolved
120827-009339 Resolved
120901-001721 Resolved
120901-030134  Resolved
120907-001862 Resolved
120909-004499 Resolved
120912-000702  Resolved
120912-004572 Resolved
120908-002770 Resolved
120911-002506 Resolved
120825-003481, 120908-001695 In queue, awaiting resolution
120902-005577 In queue, awaiting resolution
120902-006231 In queue, awaiting resolution
120911-009121 In queue, awaiting resolution
120914-000042 In queue, awaiting resolution
120908-005487 In queue, awaiting resolution
120826-011944 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120829-012492 Assigned; awaiting response from player
120906-002403 Assigned; awaiting response from player
120906-003323 Assigned; awaiting response from player
120912-005302 Assigned; awaiting response from player
120907-001327, 120907-008394 Unable to refund gems
120824-008715, 120903-001767 Sent suggestions for resolution
120913-005753 Sent suggestions for resolution
120913-006801 Sent suggestions for resolution

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.

Poke, it says that the authentication system is on for your account. Your observations are worth pursuing, for not getting an email from a nearby location isn’t too concerning — I think the system takes into account the dynamic IP situtaiton — but not getting one when you’re in a completely different location raises a question in my mind.

I will PM about this.

Zpiven, I want to help you. I’m not accusing you of anything, I’m simply pointing out what we’ve found to be true, time and time again. The fact that someone is repeatedly compromised points to something giving his/her access information to the hackers. And how that works is that the victim gets malware on his computer and that “feeds” the info, even when changed, straight out to the hacker.

I’m told the best way to be sure you don’t have this nasty malware on your system is to reformat your system. If you’re like me, you really hate to do that, because it takes a lot of time and effort. Still, it may be worthwhile doing that. Alternately, check with our support team and get their recommendations about this.

It’s frustrating — even infuriating — to be victimized, and to be victimized time and again. Your have my sympathy and my hopes that this sorts out for you!

Please send an email to exploits@arena.net.

Maverick.3502:

Someone i know can log into the homepage but when he tries to log into the game it says he does not have a guild wars 2 account. Any idea whats wrong?

I wonder if he properly registered his game. I suggest he contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist him with this.

We’re currently having some back-end issues that may be preventing you from changing your password. The team is on the case, and I believe this will be addressed quite soon.

makitteninbenin.7394:

not sure if this is where i should post this buuuut…

Hi, I currently have a level 49 Mesmer named Themother on Stormbluff isles. As I reach the higher levels I am obviously learning more and more about the game and the many cool ways of customizing your character. As of recently I have started to use my transmutation stones and love the feature, but I am deeply saddened that I deleted my starting mask that I got when creating my character (I picked the phantasm of sorrow mask) as I highly doubt that I will be able to find another mask with that skin.
-so my question is, is there any way I can get that mask back?

Sorry about that accidental deletion — I’ve done it myself. We do not have the ability to spawn items as replacements and the ability to restore (roll-back) an account is not intended for these purposes.