Guild Wars 2

Segnabora.8942:

Hey Gaile

Just wondering if my Guildmates Ticket (see below) has been put onto the prioritized list of ticket numbers? He’s a patient bloke and just wants to get back on line, or else he may have to start playing NHL13 (since there’s an NHL lockout now)

He knows that the major part ATM seems to be the disconnected emails for GW1 & 2, but the original ticket was mainly based on the linking of GW1&2, but since the request of information it seems as though this ticket has either been swept under the rug or not placed into que.

Can you please send out an update please, as this ticket seems to be dragging past a week (Sept 6)for the 2nd request of all information (GW1&2 codes). Please let the CS know that one of the emails listed in the Ticket is no longer used, and it states that the master account email is correct (this maybe the reason that he is not recieving emails about the ticket updates)

Thanks for the great work….

Segna Bora

Segnabora.8942:

Please review the following:

User Name: Misterx.6153 -> New Display Name: 603E9F12-3098-494C-94FA-4A62F441A1EB
Ticket Number: 120827-003725
Guild Wars 2 Link/Unlink – Info Requested
Updated 2012-09-10
Additional Information Sent Sept 6
Closed on Sept 10 per email sent (found in Spam), Ticket Status Re-opened Sept 10
Waiting over 6 days

Emails are now broken/unlinked to GW1 and GW2. Unable to log into either game
Unable to use email to log into forums, plus Display name is also broken, updated to above ticket number
Awaiting email response

On today’s list. Hope to have an answer by tomorrow.

Brown.4206:

GaileGray.9587:

Update #1 – 13 September

120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.

So a ticket involving hundreds of dollars in fraudulent charges to a hacked account using cc info that could not be deleted is less priority than joining 5 guilds? Awesome to know.

Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.

Sorry, we cannot refund spent gems or replace the item(s) with the desired item(s).

People are only able to change account credentials if they know the account credentials, which is something that is happening outside of our game where a database for a forum, game, website, etc., is stolen and where the player is reusing credentials — something we’ve warned against for years!

Someone can try all day and night to change your email address, but they can only do that if they know the email address and the password. They can try to reset the password, but that is only processed if you confirm it.

Account security is important to us, but the principal owner of security is the account holder him- or herself.

This ticket is 1 day old. We are helping most people within 48 hours, although sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: At the point your friend’s ticket is five days old or older, he or you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

If someone has your account name and password, how do you suggest that we protect the account? We have one form of authentication and will soon have another. We’re putting in safeguards for players. But in the end, those being affected by this problem are not using appropriate security measures, most likely are using credentials that were used elsewhere, giving a would-be thief the info s/he needs to steal the GW2 account.

Please check your email. An agent got in touch today and we can help you very quickly when you respond.

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Dereks.7618:

bin band for over to weeks and nothing onley had 8hrs in game time and was perm ban made 2 tickes and got auto responses im starting to losse my cool dont lke paying 60 bucks for somthing i cant use

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to answer your questions.

The advice you’ve received is good. If you’re loving the game, try adjusting your settings. But if you want a refund, just contact support — support.guildwars2.com — and we’ll help you.

The option is currently not available at the present time. And yes, a strong, random password that you use nowhere else would be very helpful!

Paragus.5948:

Thank you. This issue seems to be resolved now all of a sudden.

Great, glad to hear it!

I believe that we will be offering name changes in the Gem Store sometime in the future. Hold tight and you will be able to change that name.

This ticket is three days old. While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

Mausler.3748:

Thanks for implementing a straightforward way of removing the saved credit card info: In the trading window, press “Buy Gems”. You get into the window with payment options. Next to your saved credit card, there is now a button to delete it.

And thank you for pointing that out, Mausler!

Please submit a ticket. We’ve done one distribution of items, and you may be included in a future distribution. Only Support can tell for sure.

We’re helping most people within 48 hours. But we have a backup that you can use. If you do not hear for five days, you can post in the Tickets for Review – 5 days and older thread.

It’s true that we’re helping most people within 48 hours. But we have a backup that you can use. If you do not hear for five days, you can post in the Tickets for Review – 5 days and older thread.

Oh wait, you’re a Raider fan? That’ll be 10 days for you, buddy.

The ticket is two days old. Please update in this thread if you still need help in 3 more days.

DABhand.2079:

Good evening Gaile, could you by any chance send an internal memo to Tim in Accounts to deal with my ticket as a day or 2 per reply is not great and I would like my situation resolved quickly.

I would love to be able to chat with someone, but the chat system is NEVER on when it comes up to a day it supposed to be available its then not, and the never ending cycle of on off continues with the chat.

Ticket is 120905-008216 (re:120829-017005)

Here is your update:

• Your tickets have been reviewed and the agents involved have offered what help we are able to give. Reading through the two lengthy threads, it appears you are unwilling to accept that assistance but continue to demand refunds, refer to laws that are irrelevant to the issue, and threaten legal action.

• We cannot and will not refund money that was not paid to us, which you have demanded.

• We will not “de-activate the cd-keys so that (you) may resell them.” That is a violation of the User Agreement to which you agreed, and is absolutely forbidden.

• You have full details about how to proceed with legal action if that is your decision.

• No further discussion of this topic is welcome in the forums.

Ticket Updates — 13 September 2012 — Part 1

120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.

Computer.4816:

DrakeWurrum.6049:

prinnums.5870:

u have got to be kidding me u have time to edit my post but u dont have time to fix my account… wow GREAT SERVICE.

Believe it or not, it’s not every single employee’s job to work on this. Some people have more pressing issues. Some people are entirely paid to handle things on the forums for PR purposes, and do not have the experience or know-how necessary for fixing these issues.

We are not asking the people paid to handle things on the forums or PR purposes to FIX the issue. We need them to give us feedback and explain what is the current situation. They are paid for that, and its supposed to be their work no? Ever hear that anxiety kills? I just believe that ArenaNet should be more professional in handling their approach to problems.

Try reading the sticky post call Tickets for Review above. It will show that players get updates several times a day.

Tartarus.5368:

I got mine restored after 5 days. Only problem is I cannot login because I think the hacker is still on my account. Anyone know a way to boot him?

Please update your ticket and let the team know — they will help you re-secure the account.

khaosllama.6923:

no, I didn’t buy gold but at the moment my mailbox is full of people just sending me money over and over from different names, I haven’t accepted any of it but want to know if there are consequences if I did.

Hey, can you let me know the names of the people who are sending you gold? Do it via Private Message, please, so we can look into this. I appreciate your honesty and your desire to do the right thing!

You’ve submitted a ticket. Please wait for a response.

Update — Wednesday, 12 September

The team is continuing to resolve issues on a steady basis. Some are resolved within a day, but issues like account compromises may take longer. For the best efficiency and in order to help those who have been waiting:

• Please do not post in the forums when you submit a ticket. This is not the place to follow up on new tickets and having immediate follow-ups clogs the system and slows our responses to those who have been waiting for a while.
• Please do post in the Tickets for Review – 5 days and older [merged] thread, so that we can review any tickets that are at least 5 days old.

Tasmania.2643:

Gaile, 120906-008905

I got my account back, but… the hacker moved me to a Europe server, stole what gems I had left, robbed most my bank mats I had saved, and of course the gold I had, can they finish me by moving me back to my server, get me my gems, money, mats, etc…

Update Gaile: was able to transfer myself back to my server, just items, gems and gold issue left, Thanks!

We do not presently have the ability to restore accounts. In the future we will be able to help with these issues, but right now that’s not possible. Please note that when we do a restoration, it will not be a single character but will be account wide.

Update as of 12 September 2012 (afternoon)

120826-004269 Resolved
120903-012118 Resolved
120904-008055 Resolved
120905-005360 Resolved
120828-001969 Resolved
120906-011164 Resolved
120904-010727 Resolved
120902-013802 Resolved — or should be resolved soon
120905-001814 and 120910-005075 Resolved
120905-007504, 120910-007140, 120905-007688 Resolved
120902-011084 This is in the works as I write.
120825-024595 May be resolved by the time I post this — if you don’t see a response by tomorrow morning, please post again.
120823-000375 Escalated issue for billing resolution
120830-012231, 120907-004743 We believe this was resolved as of 09/07; can you update us?

Please please read and heed the subject line. Please only post if your ticket is five days old or older. Here’s why: If you post today and your ticket is 2 or 4 days old, I’m going to skip it in the review process simply because we want to get help to those who have been waiting longer. Then you’re going to think you’re in the review queue, and you will not be.

I cannot respond to each of you individually, but half of the tickets being posted here are 4 days old and younger. Please only post if you have been waiting for 5 days or longer. By the way, this timespan will decrease as things get caught up, but for now, it’s five (5) days.

Thank you for understanding.

Kirini.7926:

Your Recently Submitted Questions
Help with password reset 120907-004743 Duplicate 09/07/2012
Access Restored 120830-012231 Closed 08/30/2012

The 08/30 ticket was closed even though I replied that the new password I was sent gives me an invalid password error.

My second ticket to try and get the password reset got closed as duplicate, even though I only made the ticket after I got the mail my account problems had been “resolved”. Please check with your customers wether tickets have really been resolved before closing them. We like being taken seriously. I really feel I’m being ignored because you have my money and don’t need anything else from me.

It’s been 6 days since I heard anything and all I need is a simple password reset.

Vvarg.6549

Check your email. We’re going to reset and send you a brand new password.

SrTV.6435:

My account got perma ban at 09/11/2012. I was off for two days then i got this. Until now my problem wasn’t resolved. Please help me.
Ticket: 120909-001103

Please post when your issue is five days or older.

Vryllyn.7923:

GaileGray.9587:

Guys — I don’t know what phone number you’re talking about, but we don’t offer telephone support.

Sorry to ask, but would it be an option in the future? Or LiveChat? I do see it offered in beta for GW1.

We do not have phone support. We did at one point, but it was taking more time than warranted.

You should know that if this happened, the would-be hacker has both your email address and your password. They didn’t get that information from us, but they’re using credentials stolen from a stolen database that may have been harvested from a forum, email account, game account, website, etc.

So when you see that message, you should immediately contact Support because in fact your account has been compromised. And you have done that, so they will help you as soon as possible.

Guys — I don’t know what phone number you’re talking about, but we don’t offer telephone support.

Inviction.2945:

I’ve been waiting 11 days now. No replies from support. I feel forgotten and ignored. Can I please get some help now? I’m desperate to get back to my 71, now that all my friends have passed me and hit 80 and are waiting for me to get back. My serial code made a new account instead of it applying to my head start/beta account. I have all the information needed on my ticket, I just need someone to look at it and help me.. Ticket number is 120901-009025.

Please review this post and add your information to that thread.

FurMaz.1645:

There is litterally one guy helping with support that I’ve seen of, this is sad.
I need my dailies done.

There are literally dozens of people helping players with various issues. Please don’t post rumors or speculations — it doesn’t help anyone.

The team will not close your ticket without giving you the option to reopen it. Please re-read the email and click the link that say “I still need help” and a team member will respond.

Updates are posted in this thread.

If your issue is not listed (and I know it was on the list yesterday) please add it to that thread.

This ticket was filed just hours ago. Please review this post and if you have not received a response in five days, post in that thread.

Here’s the first of today’s updates based on ticket or incident numbers:

120828-008637 Resolved
120906-003183 Resolved — please check email
120904-004723 Resolved
120902-016796 Resolved
120903-012118 Resolved
120903-002266 Issue is waiting for player reponse to request for more information
120831-021286 Complicated issue – account is no longer compromised but there is a code issue that has been escalated to another team for resolution
120830-008691 Another complicated issue – also escalated for resolution
120829-002365 In the correct queue — you should hear very soon
120906-010197 This is a reissue ticket, already in the correct queue and awaiting a resolution.
120902-014428 We recently received Guild Wars info — this appears to be a Guild Wars issue and is properly queued

Spectorx.9762:

Widowmaker.5812:

I think Gaile’s post in closing the other thread was legitimate. I think she said they’re working on security improvements or maybe I read that somewhere else?

We just have to try to be constructive and not abusive in these conversations.

And I agree, if you read the previous post, that was what was said in the opening conversation. There was no “abuse” and nothing NON-constructive, there was NO REASON to lock the post. The question is a legit question and really should not be brushed off. We are asking WHAT will be in place to remedy this. A generic “We have stuff in place” is not an answer.. Thats the equivillent of me asking you whats for dinner and you replying “Food”….

By once again… This is not to belittle Anet or anyone for that matter, but to have their customer base be aware of WHAT is going to happen.

You are aware that you’re asking about security, right? And that by discussing that in a public forum, we risk giving would-be hackers and account thieves a diagram of what we’re planning, so they can design a work-around?

I suggest you watch the daily update notes, and you can learn what is appropriate to discuss in a public venue. And I also suggest that making sweeping statements about the “obvious” nature of individual issues is unfair, inaccurate, and unncessarily inflammatory.

I will close this thread. I will merge it with the other. And you should desist from demanding information that is not appropriate to share in a public venue.

Axelhander.3098:

Hello. Big fan of the game, and understand that support staff is likely very busy, but I’ve been waiting on getting this question answered and if I could get it answered here, I could close the ticket and take a little off said staff’s workload.

I named a character “Sporb Onenut.” It’s a name I used for a Pathfinder character. The last name is a reference to the fact that this character only has one “nut,” and it alludes to the fact his controller (me) shares that trait.

It’s not meant to be malicious or anything, but a friend told me it may break GW2 naming policy. If so, can the character be flagged for a rename? If not, no worries. Not trying to step on any toes; just want to make sure I’m following the rules.

Much thanks.

EDIT – Not sure if it helps, but the ticket I made has ref# 120831-017217.

We do not have a means to “flag for renaming” at this time. The character can be renamed by a GM, but we do not have optional renames at this time, even at request and even to avoid a potential violation.

You have done exactly the right thing, and agent will get back to you on this.

You submitted a ticket yesterday, and Customer Support assuredly will help you. But posting a day later in these forums is premature. If you are not helped in five days, then post in the sticky post above and we’ll add you to the review list.

What is “blatantly obvious” to you is, in fact, not the case. The issues that we are seeing involve fewer than 1% of our players. Their issues are related to stolen passwords (stolen elsewhere) and shared credentials, for the most part. We are dealing with that in many ways, to help players help themselves. If you are suggesting some sort of security breach, you can be sure that these forums would topple from the number of reports, and that is not the case. You’re seeing individual problems related to single accounts. And for those, we have remedies in place, and more coming.

Please post in this thread if you have issues, questions, or concerns about the Guild Wars 2 authentication system (either the mobile or *email" authentication systems).

Note: If you resolve your issue, please post an update here, as well, so our Security Team can focus on the continuing issues and so they know when things are resolved. If you did certain things to correct your particular issue, please share them.

Thanks!

Edit to add: See this KB article for more information about Mobile Authentication.

Alexixiv.4582:

Gaile, is the billing support team working 24/7 as well or are they 8-6 type?

All teams work 24/7. By the way, you have such a positive and helpful nature — thanks for being that way!

Intangible.6510:

Hey All,

My ticket was resolved last night. I had a buggy email and forgot my password so couldn’t use the password reset. Support sent me a new password through ticket support and so I was able to login and change/fix the account name.

Ticket duration: 122 hours

But I honestly did not expect you guys to be working the weekend, nice job.

Thanks for the help.

And thank you for the kind thoughts.

Frotee.2634:

…you realize that this thread was actually meant for people whose issues were resolved, and that you probably won’t get help any faster by posting your unresolved issues here? There’s a seperate sticky-thread for that.

^ What Frotee said. Please post in the Unresolved Issues sticky thread if your issue is five days old or older. Thanks.

dogmeow.3765:

This is by request, to prove something is messed with security, I am blocked from my account, but my friend took a screenshot that shows someone is using the account and is somehow level 0 in WvW.

I hope hes having fun with my account, cause I sure am not.

Account blocked.

Nate.3927:

dogmeow.3765:

After wanting to know if we wait 5 days to get a response, I was told I was wrong, and that it takes 5 days for them to examine your case and exact a judgement.

GaileGray:

“The five days allows for review and resolution, it does not mean that at five days the tickets is viewed for the first time!”

Thank you, that was all I wanted to hear. I will be back in 4 days time to play.

5 days sounds like their SLA. So you may hear back before the 5 days is up assuming your ticket is straight forward

This is definitely true. Some issues are resolved in less than five days, for sure!

Terexyntl.3281:

GaileGray.9587:

A few more for today:

120902-011084 This has been routed to the team that can assist you.
…

Thank you for the update; I will add that to the status.

I wish I had been able to say “resolved” but it requires one more step.

Be sure to check the Unresolved ticket thread at the top for updates.