Guild Wars 2

The way to avoid an email change is to log in and verify your email address. From then on, no one can change your email address — someone trying to do so, even you, will need to go through Support to make the change. I agree that locking this down is a good thing, and I encourage everyone to verify your email and at that time, changes will no longer be possible.

It is necessary to keep the “change” option in place for non-verified email accounts because the person may not be using a valid email address, may be trying to link a non-email address (like a PlayNC account), etc.

The verification screen is presented at log-in, and it’s a simple process that makes sure yes, you do have access to the email used to create your account. Once done, your account is protected as you have requested in your comments.

The Support Team will help your friend. It just takes a bit of time for them to look into the matter and respond.

MarQs.1845:

I did not recieve a receipt at all, but money has been drawn.

You definitely should have received a receipt. Could you please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you (and it would also potentially help other players, if for some reason receipts are not being sent out).

Thank you!

Zpiven.8052:

Two times ive been a victim of being suspended due to an unauthorized access form and individual. I sent a ticket and got a mail later that night saying my account was resolved and i could log in again using a new password. Next day when i came home from work i did just that. I logged in on the site and changed my password. When i logged into the game the SAME thing happend again. My account was suspended AGAIN!!! Same night i got another mail saying, this time my account would be fixed and that they have fixed an update. I logged on and it worked great. Wanna thank for fast support though. I sended mails in game to people that i got angry mail from. My account was hacked by an goldspammer and i had to apologise cause of that idiot who hacked me. No biggie though. Today when i logged in a small window came up saying my account was Terminated due to modyfying and tempering with the game, wich i have no clue what that means. First of im married and have a 2 year old at home. I dont have the TIME to take kitten from this game anymore. I want a REFUND now cause i bekittento be treated like this. If you cant keep hackers out of a game after millions of year developing it then its just sad. Im tired of this kitten tbh. Gimme my money back or fix this now!!!!!

I understand your frustration. I only wish that we could make this not happen, but what I’m thinking right now is that somewhere on your system, there’s a keylogger or a Trojan that is transmitting your credentials to an RMT. This is not unheard of — you can pick up a keylogger through email, from visiting a website, from opening a link on the Internet, etc.

You need help resecuring your system, and I believe that our team can give you that help. However, if you prefer to get a refund, the team can help with that. Simply,m as you have done before, contact Support by filing a ticket through the “Ask a Question” tab on that linked page. You may be able simply to update your existing ticket. The team will help you, and again, I’m sorry that you’ve been hassled by the blankety-blank gold sellers.

Oh and I will move this to the Bugs Forum, where it really belongs.

Ok, the team is in full swing to address this. Thanks again for your reports and for your patience. We should have this fixed in… as long as it takes the team (which is usually not long at all).

Ok, the team is in full swing to address this. Thanks again for your reports and for your patience. We should have this fixed in… as long as it takes the team (which is usually not long at all).

I will move this to the Bugs Forum, but send an email to see if this is a known issue.

Thanks for submitting a ticket. The forum is really not the place to report this.

Very sorry about this inconvenience, guys. It took me about two minutes to log into the forum, through four tries, so I think that things are just busy. I have been told that sometimes it helps to log completely out of the game and then log back in. Also, I’ve read of instances where the purchase item shows up later. (In one case it was hours later, but that is not the norm!)

If you find that you’re still missing your purchase items after, say, one hour, could you please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you at that time.

Your reasoning is flawed and your conclusions are provably wrong, as many forum members have pointed out. In addition, as rightfully pointed out, your display name is offensive and will be changed.

It’s true we DO ask that people post in the Tickets for Review thread. No need to include any other information, really, just the ticket number and a comment that your son is still unable to access the game.

But it appears that this issue was resolved yesterday, and your son should be able to access the game just fine. If not, please reply to the ticket or post in the referenced thread and we’ll give you a hand. Very sorry for this delay!

JackBeShippin.4159:

Im currently very outraged, seems like nothing in guild wars 2 is working for me today, nevertheless ill try and remain polite and explain the issues im having in detail here!

So the first thing is, im trying to buy gems trough paypall 50euros worth off, and its simply not working it just redirects me to the page where you can purchase gw2 serial keys…

Then earlier today, i received an email giving me my old gw1 login details and I decided to link my accounts finally…

It was the absolute worst decision of my guild wars 2 life so far :P
Nothing works anymore, now i can logg in with 2 logg ins on guildwars2.com my old gw1 login details and my new gw2 login details, i can also log into the game using both, i really dont get why this should even be possible, for one it compromises account security by alot, and secondly i dont even use my old email etc anymore, to say even more, it doesnt even exist any more…

Important to point out here is that when i log in on the account.guildwars2.com page with my old (gw1) login I dont see my name.number and email etc, i just see something that looks like a CD key really..

Also when i linked the accounts i got to a webpage that had /approve in the url so i tought all was good, but the page itself showed an XML or HTML error or something of that sort, im sure you guys have heard which one i mean right now, too scared to try it again to be honest.

Now i figured, no big deal the linking didnt work, ah well, nothing to get too distressed about, i will try again at a later time.

However now i logg in, and i can see myself on the guild im in and the roster there, but the game tells me “You are not currently in a guild” when i try to speak trough guild chat etc…

So really im only now discovering all the issues that started as soon as i attempted to link em but there are ALOT please do reply/fix asap !!!!

I am sorry that you are having difficulties. Please get in touch with Support for help. Use the “Ask a Question” tab to submit a ticket.and they will be happy to assist you!

axhed.2536:

this is maddening. i travel for work so it is entirely possible that i could, over a period of two weeks, log in from fifteen different states.

every time i try to access my account settings, i receive another authentication email. this is true whether i click from the launcher or the gw2 site, and whether or not i was logged in on one or the other or both. the one time that authentication actually did not return an xml error, i was treated with a “successful login!” page, not my account page, and when i tried to get to the account page from the “successful login!” page, i was sent another authentication email.

i want this disabled or a i want a refund. i would rather deal with the miniscule chance of my own mistakes allowing some hacker to access my account than to know with 100% certainty that every time i log in to the game or the website i will have to deal with this bullkitten.

thanks for your time.

Feel free to contact Support for help with this, or for a refund. support.guildwars2.com.

Zora.8437:

Thank you ^^ Gaile i have been really worried about this ^^

No problem, I understand! I’ll move it over to get into the right thread now.

LeDampierre.9573:

Umm I just tried to log in to my account it says "we have detected that your account may have been accessed by unauthorized Individual " but mines the only IP that has log in to the game,can you please unblock me thank you.

Please submit a ticket to Support. Go to support.guildwars2.com and click “Ask a Question” to submit a ticket.

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.

Grafin von Wandernd.7691:

For some reason when I change my password for GW2 it also changes it for GW1. I had no idea and almost had a heart attack thinking my GW1 account had been hacked. I do not want both passwords to be the same at all. Why is this even an issue?

I don’t think this is an issue. If you use a strong password, and one that is used only for Guild Wars — not your email account, another game, a forum membership, etc. — you should be just fine.

You can replace your SE code with a CE, with the Support Team’s help. But do be aware that you’ll lose the SE code completely — you’ll get the upgrades, but you’ll lose the code. I think that’s why you’re getting the error message, to make sure that you truly wish to do that, and not “consume” the second code without your approval.

If you need help and your ticket is at least five days old, post in the Tickets for Review post and the team will help you.

Do be aware that the fact that something appears on the Internet does not make it factual. Search “the earth is flat” or “The US Moon hoax” to see what I mean. Please do not use these forums as a means to spread rumors — it won’t help your situation and it’s very unfair to our company and to your fellow players.

Lunalesca.5039:

Why is my ticket still being ignore?? 120911-002506 this is ridiculous, I have been patiently waiting for more than a week, why is these ticket below getting resolve first? So there is no such thing as chronological order in your ticket resolution process?

120912-006060
120915-006475
120916-001690
120911-005956
120911-006605
120911-007734
120911-009271
120911-008713

Some issues require more scrutiny, or the involvement of multiple agents. The tickets you cited may be newer, but many more were older than yours.

As you can see from any update, there is a wide variety of dates on the tickets. No one is ignoring you, but it’s only possible to address so many in a day, and you will be helped as soon as possible.

Update — Tuesday, 18 September: Part 2

120824-003258 Resolved
120828-016512 Resolved
120828-017417  Resolved
120907-005097 Resolved
120910-006627 Resolved
120910-007349 Resolved
120906-007794 Resolved
120907-004183  Resolved
120907-004357 Resolved
120908-000014 Resolved
120908-000119 Resolved
120908-001332 Resolved
120908-001593 Resolved
120908-003904 Resolved
120908-004389 Resolved
120908-004763 Resolved
120908-004764 Resolved
120908-004831 Resolved
120908-006278 Resolved
120908-007658  Resolved
120908-008202 Resolved
120909-000687 Resolved
120909-000844 Resolved
120909-000943 Resolved
120909-001341  Resolved
120909-001628 Resolved
120909-002278 Resolved
120909-002315 Resolved
120906-005755 Resolved — you were not blocked and were sent a new password
120907-008203 Resolved — duplicate ticket
120909- 01112 Need more info — incomplete ticket number
120906-004786 In queue, awaiting resolution
120907-006655 In queue, awaiting resolution
120908-002373 In queue, awaiting distribution
120910-006578 In process
120908-002470 Can I get a status on this?
120907-005183 Unable to resolve – game was purchased from an unauthorized retailer who originally obtained using a stolen credit card
120909-002142 Resolved but there are security concerns with this account; please review the ticket for suggestions on how to secure the account

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 — Tuesday, 18 September: Part 2

120824-003258 Resolved
120828-016512 Resolved
120828-017417  Resolved
120907-005097 Resolved
120910-006627 Resolved
120910-007349 Resolved
120906-007794 Resolved
120907-004183  Resolved
120907-004357 Resolved
120908-000014 Resolved
120908-000119 Resolved
120908-001332 Resolved
120908-001593 Resolved
120908-003904 Resolved
120908-004389 Resolved
120908-004763 Resolved
120908-004764 Resolved
120908-004831 Resolved
120908-006278 Resolved
120908-007658  Resolved
120908-008202 Resolved
120909-000687 Resolved
120909-000844 Resolved
120909-000943 Resolved
120909-001341  Resolved
120909-001628 Resolved
120909-002278 Resolved
120909-002315 Resolved
120906-005755 Resolved — you were not blocked and were sent a new password
120907-008203 Resolved — duplicate ticket
120909- 01112 Need more info — incomplete ticket number
120906-004786 In queue, awaiting resolution
120907-006655 In queue, awaiting resolution
120908-002373 In queue, awaiting distribution
120910-006578 In process
120908-002470 Can I get a status on this?
120907-005183 Unable to resolve – game was purchased from an unauthorized retailer who originally obtained using a stolen credit card
120909-002142 Resolved but there are security concerns with this account; please review the ticket for suggestions on how to secure the account

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.

VKToman.4083:

No it was not (was 8/10 and not the red that you get with full mail). Although it gave me the idea to delete some more messages. I deleted one message and then it refreshed. It instantly loaded to full and flashed red. Cleaning out seems to update it.

So are you good now? Regardless, thank you for sharing that info — I am sure it will help other players, too.

sonshine.3582:

So I was hacked and they took all my coin…I can live with that. But can I please get my toons put back on my original server, gates of madness. Its so nice to log in and listen to my guildies/friends on my real home server and not be able to be there.

I sympathize with your situation. But server populations change frequently, and I imagine you’ll be able to join your friends soon. Alternately consider suggesting that they move to join you on a server with a lower population.

Brighthope.8273:

You can live with that now….but what about when it happens again… and again.. and again. or when your lv 80 and just craft that legendary piece that took you a month of farming to get.

If it is happening again and again, it is not happening through us. Please read the game updates for information on how hackers are accessing accounts on all sorts of games: http://wiki.guildwars2.com/wiki/Game_status_updates

Reinhartd.7369:

So I’m a little concerned, someone tried logging into my account from China. Thankfully authorization was requested which led me to changing my password but what I’m wondering is, how would someone have gotten my login info in the first place? I don’t use any third party software and definitely never shared my pass with anyone…

Mike O’Brien, ArenaNet President, has been posting about how this is happening in game updates. Please see this page: http://wiki.guildwars2.com/wiki/Game_status_updates for details.

Dafurysosa.7963:

I did a server transfer to test queue times for WvW and when I went to transfer back my server Yak’s Bend is full. When will it be possible to transfer back?

Servers are constantly in flux as people log in and log out, and as they move between servers. It’s not possible to predict when one will become open, sorry.

anonymouse.9053:

About a week ago someone linked a piece of gear in /map chat, and the icon clearly did not match the actual item. I think the icon was a pair of gloves, but the item description said it was pants, or something like that. So yes it is possible that Haka selected an item expecting to get shoulders but instead got pants, although the situations are different, assuming the linked item doesn’t always have to match the actual item (two different database values, for example). I did not preview the item that was linked in map chat.

That is a very interesting note, Anon, and that may shed some light on Haka’s issue. (Haka, I understand your points, thanks for sharing them!)

Unfortunately, the answer is the same — we cannot spawn items to replace the intended purchase, whether due to user error or due to a game bug. And I’m sorry about that! I will see if I can learn more about a potential bug because if there really is one, obviously we’d want to fix it.

Neutral.5391:

I got my account back today, and all the gold is gone. Why they don’t roll back to the time I got hacked?
I just filled another appeal, hopefully they will do something about it. That’s the worst customer service I experience out of all the MMO I played.

Brighthope.8273:

same thing happened to me. My account was “restored” the same day but i am missing literally everything. whats the point of continuing on if it will just happen again. They need to get with the program and at the very least get an authentication service to prevent this from happening and bring security to their player base.

We do not have the Account Restoration Service yet in place. It will be coming soon. In the meantime, we’re very sorry for the loss of items.

Please be sure you are changing your account credentials and using a password that is used no where else and that no one else is given access to your account. As we’ve explained, these issues are arising from external sources.

ChrisTopZ.2685:

GaileGray.9587:

Update — Tuesday, 18 September: Part 1

120909-004170 Resolved

This is not resolved. Now when I check my ticket out it says this at the top of the ticket “This incident cannot be reopened or updated. If you need further assistance, please submit a new question by clicking the Ask A Question tab.”
and it shows duplicate and closed next to my two tickets still.

You tell me it’s resolved and nothing is resolved. Should I open another ticket??? I mean come on this is a joke.

snowmanboy.8936
120909-004170
120909-003417
Bäbydöllfäcë

sigh You’re right. I did a search but I must have pulled up other data. That is not resolved, and I am sorry. Part of the problem is the duplicate tickets on the same issue — that does confuse things. I have added it to the top of the review list and hope for more info soon.

ChrisTopZ.2685:

How come I see tickets that have been resolved in like a day or two when mine has been open for 10 days? it’s just not right.

snowmanboy.8936
tickets
120909-004170
120909-003417

Resolved today.

If that is not the case, let me know, but it very much appeared so upon review.

Treu.6514:

Hey GaileGray,

I know there is still time left in the day, but if you guys are done supporting tickets, I was hoping that I could get on the queue for tomorrow. I was one of the people on the review list left over from yesterday.

“A few of those on tomorrow’s review list:” – GaileGray
120829-012492
120901-030134
120912-004572
120912-005302

My ticket number is 120912-005302

It is on the review list and will be addressed tomorrow, I am sure!

Update — Tuesday, 18 September: Part 1

120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505  Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437  Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217  Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046  In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player

VooDooU.4891:

Wish I saw this before I have two tickets that are being ignored or in one.. dealt with in a COMPLETELY wrong manner.

ok well went to get the ticket numbers and found one was just responded to… in a COMPLETELY wrong manner. Please do not give me the “we cant give items back” canned response as I know this is incorrect. Items are being returned to people for other reasons.

120901-001537 8/31 – had two situations where the mystic forge ate my items with nothing given in return, it now says waiting.. you didnt request info you just told me to report bugs in game. I want the items back or at least what the mystic forge would have given me.

120829-009894 8/29 over night 1 gold(give or take 10s) was gone from my character.. very quickly the GM handling it and I figured that this was NOT a hacking to my elation.. but then it gets weird they change my password(back when I couldn’t change it back) to my annoyance. I mean come on YOU try and remember Q93mL9qf…. and of course I have changed it by now. So now its just in limbo.. I am afraid its now too old for you to trace the gold but again I want it back. I didnt spend it, there was nothing I could have spent it on before I logged out or when I logged back in in the morning until I discovered the lost money.

I know you have a lot of issues out there and that I am not a special flower but I would like to be treated fairly and I think I have waited much longer than normal… 3 weeks..

You are demanding that we spawn items and give them to you, when we are not able to and will not do that. The comparison between the replacement of Digital Deluxe / Collector’s Edition items and your situation is not at all realistic. I am sorry for what you experienced, but we do not have the tools that would allow us to fulfill your requests. That truly is the end of the matter in relation to both tickets.

Yoshiro.4159:

Hey GaileGray,

Could u atleast try something with helping me out? Instead of sending me away to another section where i not even getting helped.
ticket: 120916-005007

Again — please respect the request that this thread be used for issues five days old or older.

Update — Tuesday, 18 September: Part 1

120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505  Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437  Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217  Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046  In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player

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.

alexandrov.8746:

am waiting 10 days for account restored
plis help me

120909-006557 Duplicate
120911-007816 Duplicate
120908-007658 Updated

thank you

Just answered today and I believe you also are set. Please report if needed.

Sathed.1489:

My account was hacked on Saturday, the 15th. I received an email on the 16th saying they had re-enabled my account. I replied and asked why the email authentication didn’t work. They didn’t even answer my question. They replied with the exact same response from the first email. I finally reset my password online, according to their instructions, but I still can’t log in.

Help?!

Ticket:
120915-006475

Just responded to a couple of hours ago. I think you are good to go, but repost if you still need assistance.

Lord vB.5639:

Created ticket on 9/12. today is 9/18 and still no answer. Granted everyone else has been waiting longer, but my issue is that of a refund and I’m wary of the time frame in which one can be issued.

no reply yet as of today…

Reference #: 120912-006060

Looks like that was processed today. Can you please confirm?

OllieXTrick.9643:

A response to either tickets would be nice, please, as I’ve waited almost a month now for the resolution and assurance that my account can and will be safe.

[Incident: 120903-001767]
[Incident: 120824-008715]

I see a response on 9/11 — did you get that? Did you perform the steps outlined? Please let me know as it seems that the agent felt the issue was resolved.

Strekios.6740:

Greetings.

My ticket was submitted on the “08/30/2012 at 01:26 PM”.
Reference : 120830-013442
The issue was fixed two weeks ago (“Bad Blood” – Exiting the conversation will no longer arbitrarily lock the player into a choice”) but only for new players.
I’m still stuck in a choice I didn’t made, also my “My Story” tab is bugged. The quest is level 36 and I’m now level 80. I have been waiting for nearly a month to be able to continue my Personal Story. I got only automated replies since the patch. My ticket was closed and I had to re-open it.

I hope you can help me,
Thank you

As I read this, I thought “This sounds more like a bug than an account issue” and indeed that is the queue in which your ticket resides. I would suggest that you pursue this in the bug forum although I can add it to the review list, it’s just that the crew helping me with these generally is not the same as those working on bug reports.

I don’t see anyone waiting as long as you worry about to get onto a transfer. With the open/free transfers, I think you’ll be able to get onto a server very soon. Alternately, ask your friends to join you on a low-population server — it can go both ways!

Antares.3984:

I submitted ticket# 120828-016512 on launch day (8/28) due to being unable to apply a retail key to the pre-order account I’ve been playing on. I’m now stuck with a blank account and cannot access the characters I created during the 3 day headstart.

Although I acknowledge the monumental task of assisting all the people with hacked accounts, I cannot help but feel extremely disappointed in Arenanet support. I have been extremely patient and have done everything they asked of me i.e. not submitting a second ticket, updating the ticket with relevant information.

Despite all that I have done, they close my ticket, which I promptly reopened, and haven’t heard back from them since then. I have not played the game since launch because I have every intention of keeping my original characters.

What do you think a customer is supposed to do at this point?

I know the question is somewhat rhetorical, but I want to say thank you to you, as well, for your extreme patience. Obviously, this goes on today’s review list and I expect I will have an answer by tomorrow.

dizlegion.5630:

Antares, I can sympathize, I’ve have a ticket opened as well since 9/4 that was closed which I also reopened and have yet to receive a human response from anyone at ArenaNet.

I’m highly disappointed with the support being offered. This is the first company that I’ve ever worked with that has left me hanging this long on an issue.

Could I get that 12-digit incident/ticket number? Do I already have it? Just checking — we want to help!

Rohan.6954:

I’m really not sure what could possible be resolved by posting this info here, but as requested…

Information is in my signature.

I’m sorry, I do not see a ticket number in your signature. Could you please provide?

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)

Yoshiro.4159:

Hey GaileGrey,

Hi there i am waiting still for a fix of my account, multiple people told me its a account issue not a bugg.
I even posted it in the section of buggs but no admin or gm are replying to it

Review my ticket if can thanks: ticket: 120916-005007

Sincerely,

Yoshiro.4159

I don’t know who “multiple people” are, but account issues are things like “I can’t log in” or “I was hacked.” If you’re not getting your mail, then that seems like a bug or a technical support issue to me.

Regardless, your ticket is two days old. You can add it back to this thread in three days, if the problem persists.

Please continue working with the support team. They will do everything they can to assist you.

This isn’t about censorship, about reducing one’s “right to free speech” (which is moot in this context), or about catering to a specific group of people who object to anything more caustic than “darn.” This is about keeping the game pleasant for the majority of our players, who come from every continent and from various cultures, ethnic groups, ages, races, and genders.

It is our right to keep the game pleasant. Most would agree it’s also the right thing to do.

Frupert.7240:

GaileGray, I submitted a post on the 5-day or older thread regarding this same issue (not getting my Digital Deluxe Edition items) with a ticket that was submitted on 8/25 and you told me post in the Collectors Edition Items thread. Now you are telling Gamer Bearded to post in the 5-day or older thread… Can you please tell me where I am supposed to post my problem to actually get it fixed?

Frupert, I guess I was hoping to cover both bases. A post in both thread would not be amiss. We are building a waiting list for item replacement and mostly that comes from the CE thread, but following up in the Tickets for Review thread is a way for me to track them personally. (If you wish. that is. It’s particularly help if you note that you posted in both threads!))

Gamer Bearded.6980:

See I guess I updated to CE (of which I bought from gamestop) from the original gw2… at first it didn’t say i already added it to the account… now it says it already is added to my account. Either way I didn’t get my CE items and I have been waiting since the release to get them.

Did you have space in your mail account when you upgraded? That has been the problem for some — you have to have the slots for the items to be given. You can post in both thread, too, if you wish.

Eamil.7168:

I wager this idea is a mistake, as if you want to be technically accurate, all sites that review your game should apparently take down their videos, and all popular game players [TotalBiscuit, the Yogscast, etc.] should simply walk away from your title.

Woah, talk about reading too far into things. Review sites obviously have legal permission to record and post videos for money, and TB/Yogscast/etc. are all employed by companies like The Game Station that have agreements with numerous developers and publishers to allow for the same thing, including ArenaNet which is why TB and Yogscast were both able to post GW2 videos with ads during beta. What Gaile is saying is that unless you already have such permission – and you would know it if you did – you’re not allowed to make money off GW2 videos.

Also, this isn’t “something from SOPA.” Something from SOPA would be if the OP was slapped with thousands of dollars in fines.

Thank you for understanding. We’re not out to “punish” people for posting their videos, but like any company involved with copyright material — from this movie company to that fast-food restaurant to the other book publisher — we take reasonable efforts to protect our IP (intellectual property). Things are likely to change and more latitude is very likely to be given, but not just yet. And that is what the OP asked about and he seems fully to understand, so I think we’re good.