Guild Wars 2

noobdestroyer.4271:

Every day is the same thing.

Post to this forum, post to that forum, reprioritize ticket, do this, do that. Status updates that say problem will be fixed and how ticket response time is getting better by the day.

I keep jumping through the hoops but still nothing in e-mail box thats says my account has been unhacked/unbanned.

Im trying to be cool about this but losing my patience. I would have been gone a long time ago if the actual game itself wasnt so good.

Ticket number?

No believe me, you are lashing out. Making wild assertions about the nationality of the support personnel, insulting their communication skills, arguing that there is an auto-banning mechanism when there is not, waving another game as some sort of threat… yep, that’s lashing out.

We’ll review this as soon as we are able to do so, just as we will for any player.

A few more for today:

120902-011084 This has been routed to the team that can assist you.
120906-004508 Resolved
120906-010451 Resolved
120906-010208 Resolved
120906-009144 Resolved
120904-008242 Resolved

dogmeow.3765:

Ticket made 4am Monday, updated three times, latest on 5pm Tuesday, GM Says that I just made it today.

Logic is telling me, that if you update a ticket, it changed the date of the ticket made to say that day, therefor it goes to the back of the queue line.

CSR: You made a ticket today wait 5 days….Wait 5 days? So what you are saying is that you wont even look at my ticket for the very least 5 days, and that is just to remind you that it is 5 days old. So you leak info about your player list, and we are out 65 dollars, end of story.

You must be joking….

No.

• The ticket number never changes.
• If you update you do not drop in the queue.
• If you update with more information you make it easier to solve your problem.
• The five days allows for review and resolution, it does not mean that at five days the tickets is viewed for the first time!

I think I’m going to do the whole-day updates again, because trying to find the posts and respond to individual players is difficult (especially when they post a dozen times. )

Here are updates for today, 11 September:

120905-008337 Resolved
120905-004759; 120905-008912 Resolved
120904-002404 Resolved
120904-003141 Resolved. Please take care, as this was compromised twice.
120829-011557 Resolved (fixed error in email registration process)
120831-018621 Resolved — two accounts reinstated.
120831-017533 Resolved
120902-016845 Issue assigned and being reviewed by agent
120901-006247 Issue assigned and being reviewed by agent
120827-010196 Issue assigned and being reviewed by agent
120901-018012 Issue assigned and being reviewed by agent

We will post more updates later this evening or tomorrow.

Remember, only post if you have been waiting for five days or longer.

In order to keep the forums from becoming a pool of “submit-ticket-and-instantly-post” threads, I am going to close this thread. Your issue will be reviewed if you have been waiting more than five days. If that is the case, please post in this thread.

You’ve submitted a ticket today. Please read the instructions and post here if you have been waiting at least five days for assistance.

Pride.8405:

The oldest ticket is 120903-007664…. however is closed.

No problem, that is helpful.

I think I’m going to do the whole-day updates again, because trying to find the posts and respond to individual players is difficult (especially when they post a dozen times. )

Here are updates for today, 11 September:

120905-008337 Resolved
120905-004759; 120905-008912 Resolved
120904-002404 Resolved
120904-003141 Resolved. Please take care, as this was compromised twice.
120829-011557 Resolved (fixed error in email registration process)
120831-018621 Resolved — two accounts reinstated.
120831-017533 Resolved
120902-016845 Issue assigned and being reviewed by agent
120901-006247 Issue assigned and being reviewed by agent
120827-010196 Issue assigned and being reviewed by agent
120901-018012 Issue assigned and being reviewed by agent

For those of you having purchase issues, still hang in there. We’re making some changes in the next few days that should make it easier to make the purchase.

We noticed a certain prevalent situation with gem issues: While going through tickets about missing gems, it seems that a lot of customers were just looking for the gems in their character’s mailbox. Once they know where to look — The Black Lion Trading Company / Gem Store — the players find the gems and all is well.

Please note: Gems do not go to your mail. Instead, the balance is updated and reflected in the Black Lion Trading Company interface. (Look for the lion head in the upper left).

moonslightv.6704:

Considering Liz Bathory is over 500 years old is it even still relevant to today’s society and culture? Most people who don’t know history probably haven’t heard of her.

Does that somehow negate the rules? Jesus Christ is dead now nearly 2,000 years, and we ask that players not use his name, either.

There are some small issues with certain names and the filter, but given the name and given the volume of other issues, it seems most appropriate to simply choose anew and move on.

Pride.8405:

The Problem is that she sent a ticket on 03/09 and only responds with automatic mensages and don’t returns (respond) the ticket. Please, respond she. I Know the demand of players is hight but she is waiting 11 days and nothing yet.

Thank You.

Day: 12 days tomorrow.
Ref-Number: 120906-011398

I need the oldest ticket number, please.

Please note the naming rules and choose a different name. Thanks.

Heaven.4985:

I have just had my account restored ref number 120906-004508

I was over joyed when i tried to log in and ofc my account is perm banned as i reported the hacker on my account for botting and hacking me. Is it possible to get it unbanned without having to wait as long as i did before or?

We totally flubbed that one! You should truly be good to go now!

As mentioned previously, and in today’s Support Update we are asking that you allow five days before posting to request an update. We’re cutting that response time down, but in the meantime, we need to focus on tickets at 5+ days. Thanks for understanding.

DimeBagWylde.8271:

no kidding.. ive yet to get a response to my issue across multiple threads and my own…

its awesome, my choices are sit back and apparently wait for whenever someone finally gets to it, or try and actually get some help and risk an infraction.

guess ill post it here as well, not that i think it will actually do any good
account hacked 9/6/2012 – 120906-009144

If folks would stop filing multiple threads, posting in other threads, and submitting duplicate tickets, things would go every so much more smoothly. It’s really a vicious cycle. The more someone posts, the more reading and sorting there is to do, and the longer it takes to get to the heart of the matter.

Your issue is on the review list. You should hear today or tomorrow.

genesisicaras.7146:

About a week ago 34gold and ‘some amount of silver’ disappeared from my inventory (not due to hacking, thef, etc etc etc) due to some random game bug and my ticket just got a response about the Gem store and it’s title was changed to something completely irrelevant.

My entire guild contributed to 43 gold to save up for the Commander upgrade; we’ve just hit 43 gold again so i’d like my money to be given back so we’re about 14G away.

My incident code is -
and i’d really love for at least an answer that isn’t a copy and paste.

[Incident: 120908-004764]?

This incident is three days old, so unless you waited four days to submit, this isn’t a week-old issue. Please allow the team time to review and respond to this issue.

Nightshade.4296:

Incident: 120911-008?272 (missing over 1 gold in funds for no aparent reason)

Not sure If ill get a better idea of what happend here, than waiting on the auto response.

But I had around 1 gold and 70 odd silver whilst questing earlier in the day, didnt buy or trade anything other than usual sell junk and a few teleports and yet when I later looked at my funds I was down to 45 silver.

Ive only the 1 character, no funds stored in personal or guild bank.

Cant help but note other people have run into the same issue and looking at account security the only IP showing logged in is my own so I would realy like to get this sorted out.

Even if its just a note showing where those extra funds disapeard to, I certainly dont intend to play a game where the currency just decides to wander out of my inventory when the mood takes it.

The forum is not intended to be used as a second place to submit an issue. As stated frequently, and in today’s Support Update you can follow up her about tickets that are five days old or older.

Alexixiv.4582:

lozerette.2153:

GaileGray.9587:

gusta.1302:

so i have the problem with register gw2 CE retail code to another e-mail and not link it to the pre-purchase one.

Is it possible to buy a normal edition or digital deluxe and add the cd-key to my pre-purchase account??

Oh I don’t think you need to do that! If you have a retail code, the team can help you re-link. It may take a few days, to be honest, but I do believe it can be done. 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.

“a few days” in this case meaning at least a week. We’re STILL trying to get our guild leader back into the game with this same issue, and he opened his ticket on September first (ten days ago).

That guild leader being me… my oldest ticket (10 days) has yet to get any attention at all. I received an update stating that my most recent ticket would be transferred to the billing team yesterday but the ticket is still in “updated” from the last time I put in an update.
10 day ticket: 120901-018012 – Serial Key Issue with weird subject
Subject: Submitted from Web – 09/01/2012 02:00 PM

New ticket: 120910-000890 – Serial Key Issue Correct subject

I’m following up again now.

Others who posted — please provide your 12-digit incident or ticket number. Thanks.

The account has been re-secured and reinstated.

Code reissue – Issue currently assigned to an agent – should be handled shortly

This is marked as resolved. Please update if that is not the case, but I have seen the email, and it did go out to you so you should be just fine now.

You’re on today’s review list.

Mythbane.3261:

My account has already been hacked. How do this company plan to keep my account info safe? Before you ask I have different PW on all accounts I have. I logged off last night and ever thing was fine. I log in today and all the silvers on my toons are gone. I would like my silvers returned please.

If this was an “us” issue, tens if not hundreds of thousands of accounts would be affected. Instead, this is an individual issue related to each account and the answers to why it happened are numerous: Shared accounts, insecure passwords, common credentials, and more.

Security is a primary concern, and we take our responsibility seriously. You can count on that now and in the future.

moonslightv.6704:

Hello,
Just want to begin by saying to Gayle, great work, I know you are working very hard and I don’t envy your job.
I just wanted to know how long it takes before someone looks over a ticket and replies back? My girlfriend’s dad’s account was hacked into and I am handling it on his behalf since I did pay for the game for him. Ticket was submitted late Saturday night.
Any info would be appreciated,
Thanks

Can you give me your 12-digit incident number?

As you may have read in today’s Support Update, we’re asking that folks post only if their account issue has been unresolved for five days or longer.

I am going to close this thread so that we can focus on the other sticky thread that is entitled Unresolved Tickets (5 days and older) [merged]. If your issue is at least five days old, you may post in that thread.

Thanks for understanding.

passion.5481:

Hacked Account from 5th September
120905-004759
120905-008912

Restored. But you knew that.

Xceptional.7985:

My account changed from permanently banned to terminated error 0 today after being permabanned for 6 days…

It shattered all my remaining hope of getting my account back…

I participated in an inappropriate group chat shortly but this punishment is extreme and leads me to believe there may be another reason for this.

I did not get involved in racism, political or religious subjects nor attacked anyone or post a link to porn.

We exercise careful judgment in every case in which an account is terminated. We will review breaches of the Rules of Conduct and the User Agreement with close attention to the most flagrant and persistent patterns of rules abuse. In such instances, particularly when we perceive a risk of substantial real or potential harm to the Guild Wars 2 community or to the game’s stability, an account can and will be permanently terminated.

This was hardly the case.

At least shed some light on the subject for closure.

Ticket: 120905-008337

Thank you for your time

This account has been reinstated.

Update — Tuesday, 11 September

The Support Team has doubled in the last two weeks. Team members are working overtime, and we’re continuing to look at team staffing to improve response time. At the present time, the turn-around on tickets is about five days from submission to resolution. Some take a bit longer, some are resolved much more quickly. And that time is improving with every passing day.

The team is focusing mostly on account access issues, such as compromised accounts, but some team members are assigned to different issues, so no one is essentially at the back of the queue.

If you have a continuing support issue, please do not post on the forums to request a review until the ticket has been active for five days. At that time, we can take a look, but it’s important that we get good visibility into the older tickets, which is why we appreciate not seeing requests for updates for tickets that are just a day or a few days old.

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

We’re asking that people not post unless their issue is five days or older. We’re cutting that time down every day, but for right now, please allow the team that amount of time to work through issues.

Baringo.1734:

Hi today is the 14th day im waiting for a serious answer on my ticket (120828-008637). I got 2 automatic responses that didn’t even partly help me deal with thatkittenhacked account. I posted in every thread i read all the reddit posts, i added all the information needed but I’m waiting.

I’ve been waiting so long i don’t even know if anybody will ever really read that ticket. A new ticket i opened after 7 days (when it was stated it only takes 3days for a support ticket to get it done) was declared as duplicate. Well guess what without any option to directly contact the support and no answer i think that nobody will EVER read it and therefore try a new ticket. I hope that someday i will be able to play that kitten game.

Hoping that somebody able to help me reads this.

Greetings Baringo

That’s far too old, it definitely goes on today’s review list!

I have you on today’s review list, btw. I’m sorry this has taken so long.

I know you are eager for assistance. Your ticket is on the review list. But if you continue to “bump” your threads, you’re going to end up with an infraction and I’m sure that’s not what you want.

On review list.

Support is working overtime, and has more than double in staff size in the last two weeks.

We’re currently asking folks to update at five days and longer. We are definitely asking people to not post sooner than than and to never bump threads.

Geechy.8021:

First My son was Hacked since Aug31=was Banned
Then the Ban was lifted.=New Issue
Can’t log in because Grace period is over and your Hard copy serial number is already in use.
=Father not happy because he spent 170 dollars on a game and a guide book for him and his son to play and he can’t, Because Nobody from support has gotten back to him since lifting the ban last Sat. We Were Beta players and have supported this game from the beginning but I have to say I am one disappointed parent right now we deserve more respect and there should be a separate list not just for the people who were Hacked but your Loyal first one’s here. I can’t even play right now just knowing that he cannot. and the other kicker is he also cant voice his own opinion on here… Because since his log on, is not accepting our original serial key copy. It won’t let him on the site. Something needs to be done. What can I do to Help him get back on I feel so bad for him. Everyday he comes home from school asking me did they get back to me. Someone Please help me.

What is the ticket number?

Turks.9357:

I am posting this on behalf of my wife. She received an email today from Anet saying her email was changed in her account settings. She then attempted to log in and she confirmed that she can no longer access the game or her account online. We tried the support ticket asking for her Email, Account Name, Character name etc…submitted that and was auto directed to account recovery. That page asked for Email, Serial Number and a character name as well. When she submitted that, she gets a message saying there was an error, please contact customer support. We tried twice, but everytime we get an error directing us to contact customer support. It’s a loop and we can’t get anywhere. I appreciate you time when looking into this issue.

PS – I know her password was not exclusive to GW2. I have since explained the need to do so to her, as this is a perfect example of what can happen.

She submitted a ticket today and will be assisted as soon as possible. Turnaround can run five days, but we cutting that every day and I bet she’ll hear much sooner than that.

Brother Grimm.5176:

Submitting a charge back request without pursing a solution from the vendor first is going to FUBAR your credit rating….just a heads up.

Well, I wasn’t going to put it quite that dramatically, but yeah, we’re a lot easier to work with that MegaCreditCardConglomerateDotCom.

Digitalzombi.3907:

Thanks Gaile for your words on the issue, and thank you to all who voiced their support. I really like the game, a LOT. It just kinda sucks that there is no verification that you are actually the card holder. I did contact my bank and start the fraudulent charges process, if more needs to be done to get your two organizations working together let me know. I updated my ticket with the information as well. I hope everyone out there is safe and having fun, learn from my problems people

Oh shucks! I’d really like US to help you, rather than get the bank involved. If there’s a charge-back, it gets really involved, where we can handle this promptly for you (saving a bunch of time and trouble for you).

Dig — if I can get your ticket number, I’ll point someone at this right now and it can be solved really quickly.

Edgrrr.3890:

Gasp…. I can speak ! No more must sit in my hole in the dark. I am FREE! tytytytytytyty! ty. 8 days in the hole . from error 3002.

Glad your back, and thanks for the update!

Saywaat.5871:

Seriously… get hacked then wait 8 days to get account restored after mailing back and forth 4 times.

Logg in play 2 hours, go to work 10hours get home and logg in seeing Account is suspended.

So this means 8 days more of wating?

Yes i have changed password etc..

Assuming you updated your ticket or submitted a new one, what is your 12-digit incident number?

DimeBagWylde.8271:

yea.. a minimum 5 days to a week to hear anything back is crazy bad service…

furthermore.. the only “live support” offered is 5 hours a week. (from the parent company).. dunno how they expect to compete with the big boys with problem solving like that.

furthermore.. the only “live support” offered is 5 hours a week. (from the parent company).. dunno how they expect to compete with the big boys with problem solving like that.

You are completely wrong on this. Support works around the clock, every day of the year, including Christmas. Please don’t make statements like this — they do not contribute, they are wrong, and they insult to those who are working hard to help people.

acealucard.9368:

guess Gayle still ignoring me for no reason?
this CS is awful i really want a refund guess i ll have to charge back

You posted 30 minutes apart to complain about not getting a response? Have you seen the number of posts? It’s not possible for me to get into every thread on a 30minute timer.

Please don’t be impatient, I have added your issue to the list and it will be researched today.

Digitalzombi, we will definitely process a refund for you. If you have not done so, please update your ticket and let the team know that you experienced this loss and they’ll take care of it for you.

We are working on two things in relation to this situation: The ability to remove cards and increased protection against unauthorized purchases with saved cards. This is a very high priority, and the team will roll this out as soon as possible.

And our agent responded to you today. Could you please check your gmail account? It appears you have more than one email, but you should have gotten a response there.

Pong.7934:

Hello, I forgot to bank my Reading Glasses before deleting my character and want to know if there is a way to get my Reading Glasses back without spending more money on gems. Thank you.

Sorry, no. That’s why we have a rather elaborate deletion process for characters: to remind someone to remove the items from the char before concluding the deletion. I’m sorry that you lost the item — I’ve done the same thing myself.

Syllanos.5063:

I have just received mail from GM Kaine about my account incident #120908-002631. He/She said that i used unauthorized third-party application and the account will no longer be accessible and will not be reactivated. I’m so sad and really want to cry out loud.
I’m only use Team Speak 3 to communicate with my friends. Is this count as a ‘’unauthorized third-party application’’ ? In the mail He/She did not name the “unauthorized third-party application” they accused me. Is this a one-side argument ? They say i’m guilty because i do something which i’m not even do violate their rule and boom ban never lift
What do i do now ? I don’t want give up everything easily like this. My friends, my guildmate are waiting me come back and i spent a lot of time to reach current stage. Please somebody give me advice how to deal this case

In nearly all cases, the third-party program is a bot program, and the cases of this determination being made in error are very slim. If your account was not hacked, and if you were indeed blocked for this reason, then I’m sorry, but it’s unlikely that an error was made.

TeamSpeak will not prompt this block. Bots, hacks, cheats, exploits, or any advantage-giving program can prompt the block. If you truly did not use any such program, go ahead and refresh your ticket to appeal the decision. But please, there are a lot of people waiting for help, so if you did use a program such as I described, don’t appeal because it will be a waste of time.

Freckled.3149:

I appreciate being unlocked but I still have a character that is not back and restored. It was deleted by I assume the hacker and has yet to be restored. Character name Manara Serous Asura Elementalist level 25.

Is my ticket still open? Should I create a new one? can my character even be restored???

Any help would be appreciated.
Original tickets were
120906-003112
120906-001076

First, we do not have and will not be able to offer a service that restores a single character or a specific item. In the future we will be able to offer a service that will restore the entire account to a period close to the compromise incident.

Account Restorations are not available yet but should be available pretty soon. Do keep in mind that the entire account is “rolled-back” so any progress made while you wait or until the service is complete will be lost. I like people to know this so they realize the way the system works.

MaeBones.4630:

So you guys fixed me being banned for no reason but immediatly after that I was still unable to login because it showed a new error message saying “We Have detected that your account may have been accessed by unauthorized individual. For you security, further access to the account has been suspended until this matter can be resolved. To restore access to this account, please contact our Support and one of our representative will assist you”

I’ve been trying to contact you guys for awhile just to get my account reactivated. I log on each night after work to check if I can finally play just to see other people who posted there issues get fixed within 24 hours.

Because I was unsure if the tickets should be joined since the first one was resolved but turned into something else I made two tickets

Ticket# 120909-003016 and 120907-003211

Please go back and add any pertinent info to the first ticket, and close the second. Thank you.