Guild Wars 2

On the list now. I took the liberty of updating the subject to the first ticket number.

The policy is clear: Guild Wars 2 User Agreement and the
Rules of Conduct, are explained in clear language in the Conduct Breaches and Outcomes document. Familiarize yourself with them and you’ll never have another problem.

It’s on the review list now. Thanks for letting us know.

Adding to list.

Boggler.7519:

Ahhh yes the good old days of the @plaync well I tried to link my account to my GW1 account and I blew up my account.

Steps to replicate:
1.Login using GW2 registered credentials.
2.Link Accounts
3.Enter in xxxxx@plaync // password
4.Boom

The good news is, once I logged out it reverted back and everything seems OK.
Then again my GW1 account is not linked so it is still broken.

Put in some code to handle the ampersand will ya?

Have you submitted a ticket? Is this resolved?

That is dedication! You’re on the review list now.

Noxide.6427:

Looking for a response please

Looking into this now.

passion.5481:

My so called hacker is ONLINE at this time. He doesn’t respond to any of my messages – why should he?

(Time :20:55 pm CET)

Account: RealQi.1630

Looking into this now.

Calonn.7093:

I got a reply from support regarding my ticket 120904-002404 but the issue was not resolved and my tickets subject was changed to ‘access restored’ From the sounds of it there was an email that went out (that i did not get, yes i checked my spam) to reprioritize my ticket. So my question is, can anyone edit my ticket so its back in line to be serviced, or do i have to create a new one, go to the back of the line and wait another week?

No you will not wait another week. You’re on the review list now.

Madteddybear.1930:

Ok, I’ve gotten the account back, but the account that was restored no longer has access to the game…

I’ve reopened the ticket and now I just need someone to actually address it correctly this time.

Are you sure you added a retail code? The grace period is long over, and you need to add that code. But if you have, what is your ticket number, please?

passion.5481:

What? Why? I’m also waiting 7 days and didn’t get any kind of response from you or your so called team?!

Why? Because I am human and I have not yet gotten to your post. It will be attended to and added to the list, since I see the ticket numbers in your sig. Please don’t be upset — we’re not ignoring anyone!

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.

Xceptional.7985:

Hi,

It’s the 7th day of waiting for a response now.

I got permabanned on the 2nd of september.

Now I did get involved in an inappriopriate group chat (no racism, religious or politcal subjects nor personal attacks or linking to porn) shortly but the fact that it was a straightup permaban (account terminated last sunday) makes me think something else may have been at play as the punishment for a chat offense should not be this extreme.

Nearly all my hope was crushed by the termination.

Can you please shed some light on this?

Also, the reason should be a link to an explanation of why you were banned/had your account terminated.
Reason: 0 doesn’t explain anything.

Yep, that needs another look and it’s on the review list. Thank you.

Calonn.7093:

I never got the e-mail that went out today to people with open tickets, and my ticket has been changed form its original subject to ‘access restored’ making me think that im probably no longer prioratized as a hacked account.
So far i’ve been waiting 7 days (which i know now is the norm for this kind of issue) But id rather not create a new ticket and start from square one, and it seems to me that i cannot edit the title of my ticket from ‘access restored’ to something more appropriate like ‘hacked account still need help’.
120904-002404
This is my ticket number, hopefully someone can help with this issue so i dont have to send in another ticket so i’m back in line once again.

I looked at your ticket, and I can see you still need help. We’ll get on that now.

Your ticket is only a couple of days old. Please allow the team sufficient time to help you.

Please see above, Jenn. I have merged the tickets and will do so with any others, just to keep things tidy. Again, I’m sorry for the length of time in responding.

Edit: Incidentally, perhaps you missed my response here? https://forum-en.gw2archive.eu/forum/support/account/Unresolved-Tickets-5-days-and-older-merged/page/11#post48106 It’s not the most complete answer, but we do care and are trying to get some dev time to address this.

MarKiZamaZiN.7648:

I still cannot buy gems after 6 days of waiting in the support line. Got no more than a simple copy+paste “we’re escalating your ticket.” Recieved no E-mail to prioritize my ticket, so therefore I am posting it here. I am really disappointed in how you treat your customers. Please resolve this issue soon as my credit card worked the first week of the game, then just all of a sudden stopped working – most likely due to your stupid fraud protection system. This is really putting a bad taste in my mouth for your company.

Again, Incident: 120904-009514

You’ve been more than patient. I’ve escalated this and hope for an answer — or for you to get an answer — very soon!

WatchTheShow.7203:

What does it say when it rejects your credit card? The same thing happened to me, and then I realized at the top right of the screen (where you fill out your credit card information in-game), there are almost completely transparent pictures of different credit card names (VISA, MasterCard, etc.) that you must choose before clicking “next”. It’s easy to miss because they’re very grayed out and can be hard to see. That’s why my card was being rejected (because I forgot to tell it which card I was using).

I did not know that. Thanks, Watch!

JennD.9463:

I am not asking for resolution to the issue – just the simple acknowledgement that you’re aware of the issue and working on it.

We have tickets from 8/26 and 8/28 that we still have had zero response on. No email, no form letter, no forum acknowledgement – nothing.

120826-012235
120828-021102

I’ll be honest, Jenn. I was sure I was going to get into the tickets and see that you’d had responses to both (maybe “merging” message on the second) and while I knew you would not see a resolution, I felt you would have seen a response.

Instead, you’re right: Nothing. And that is very, very strange. I’m going to discuss this with the team now, for while I know we don’t quite yet have the answer to the “tome” questions, you should have received some kind of response.

Thank you for your restraint and the courtesy you’ve shown in this post and in your patience.

You received that today? I need to learn more about this — it should not have taken that long.

Anyway, I’m glad you’re back in the game. Thanks for letting us know!

This is something we discussed during today’s meeting. We are aware of this bug and will be addressing it as soon as possible.

Silentear.3490:

Should we be afraid to report bugs / rule offenders ?

No, you definitely should not hesitate. Can you provide your 12-digit incident number?

Pictish.3410:

The bot you were reporting for spam used his alts for counter reporting you, I would assume if enough people report someone it would autoban them.

Let me clear this up right now. We do not have auto-banning. Each report is reviewed by a human being, and no amount of griefing will lead to a suspension or termination — the issues must be verified as legitimate.

Oh fiddlesticks, Vahn, I’m so sorry! We really thought this was resolved. Let me send this one over, not because I’m showing preference, but because we did think it was ok, and it’s not. Hope to know more soon, but it’s sorta late here in ArenaNet land (I’m actually at home) and it may be tomorrow.

Thanks for calling this to our attention! (And extend my regards and apologies to your friend; hope he’s in soon!)

Echo.7259:

They did, I’m very happy with this. I should be able to play the game soon with this issue out of the way. Unfortunately, as long as the game is not playable on higher end hardware, all I can do is focus on making my account more secure. Apparently someone did hack my account, but all they got was my 3 day headstart access account! Not much good that will do them.
I am however very concerned about how I can protect myself. I already had a strong password, perhaps I should change my information to a better E-mail address or something?

Can I give you some advice? (“Sure, Gaile, go ahead!” you say. ) You know how easy it is to get a good, free email account, right? I don’t mean some shady email service that no one has heard of, I mean a major email provider with a solid reputation. Soooo… why not set up a unique email account and use that ONLY for Guild Wars or Guild Wars 2? It’s easy. It’s free. And with a complex, unique — used-nowhere-else password — it’s another layer of security! (And yep, we’re working on even more.)

Anyway, consider the special, GW-only email account. And thanks for giving me the opportunity to say that. I will now shuffle my soapbox off into the corner again.

We’re reaching out to customer whose issue may have been solved… or may not have been. We’re encouraging people to close tickets that need it, and to update and re-prioritize their ticket with a single click of a button.

I think it’s a pretty effective way to check back with people, to say “We think your issue may have been taken care of, but if not, please let us know.”

Nothing is perfect, and anything can be misfiled. Reaching out to you with that email puts power in your hands, with the ability to say “Hey, I still need help!” and then, to get it. I understand that “the proof is in the pudding” and you may be skeptical about whether you will get help, especially after waiting so long. I’m not looking at your ticket, so I don’t know what you’ve written about, but keep in mind that there are some issues that simply must take a back seat to more critical issues.

But really, complaints aside, why not take a few seconds to click that link and give the team a chance to help you?

DABhand.2079:

Please take note that my last update to the ticket was not a threat in a way to escalate the ticket, but was my right to do so and ask for a full refund.

I’m sorry for the issues that you’re experienced, and we will do that for you. Please go ahead and continue your conversation with Support and they will make that refund happen, if that is your desire.

Honestly I don’t know what the means. I’ll try to find out.

traxxis.2964:

Still waiting for assistance\

This ticket is 2-3 days old, not 5 days or older.
You were not sent an email.
This is not the process that we’re asking players to follow, so I’m closing this thread. I am confident you’ll get the help you need.

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.

Echo.7259:

E-mail came through just now and I re-opened it.
However what happened, because of this I am probably at the back of the queue again after already waiting all that time? Egh, I can give it another 24 hours I suppose, and see what happens. Another 12 days though, not a chance.

Glad you got the mail, and do not worry — I grilled the team about three times to make sure "If they update, are they going to get RE-prioritized or DE-prioritized. The process you took will get you help faster, which is why we did the whole email/response thing. Thanks for following the steps and I hope you’re in soon!

Terexyntl.3281:

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.

If you responded to the email, you’re good. No need to make a thread here — it’s in the queue and re-prioritized to get you help.

Looking at the ticket, you received an email and responded that you still needed help. That is appropriate. You do not need to make a thread here asking for help — that help will be forthcoming with the updated ticket, so you’re good.

By the way, you’re asking about a guild issue, and as we’ve said for the last several days, we’re prioritizing access issues ahead of issues such as this. We apologize for the delay and an agent will respond when that is possible.

Don Muerte.7168:

I’m really wondering what this “login attempt” e-mail means. I got one of them saying someone attempted to login from Beijing, but what I don’t get is: did they get my username and password correct but their location was wrong so it was denied or did they just try guessing my password and get it wrong? I did change my GW2 password already, but I admit that I used that password on other site, but ONLY on sites I trusted to be secure like the bank and the electric company. Obviously, if they’ve got my password now, it’d be very smart for me to change those. If it was just a failed attempt at guessing my password, however, I might just let it slide.

Generally, this is being done by an RMT company in China. They have acquired password lists from hacked websites, forums, email providers, ISPs, banks, games — you name it! They then test those passwords against other resources, like our game, to see if they can steal your account.

An attempted access does not mean a successful access. But when you see that email, you should go into your account directly (not following any link in case you’re getting a bogus email) and you should change your Guild Wars 2 password. Use something complex and something unique to Guild Wars 2, used no where else.

Please read today’s update about support issues. I think it will help for you to know about the emails that are going out, and the system for closing or reprioritizing your ticket.

Snoblitz.4980:

I am now opening a third ticket (120908-004876) with you guys for this issue since the first still has never recieved a response and the second got lumped into your mass mail response thread.

My next step is escalating this to the ArenaNet leadership team via email and twitter

Couple of comments: You should not open multiple tickets. The second received a mass mail response, but it was not closed. So you have three tickets opened for one issue, which slows your response turnaround time.

Secondly, you should not “escalate” via PM, via email, via twitter, or via Facebook. We have a forum, and we have the support system, but harassing staff via other means is not going to speed up the process, and it’s going to waste a whole lot of time from the team members involved.

I sense that we have a couple too many sticky posts. The support process can take a few days to get an issue resolved. It wasn’t the intention to have a thread for current support issues, but rather to have one that highlighted people who had been waiting for much longer.

I’m going to unsticky this post and ask that you use the other one — Unresolved Tickets — to follow up.

To repeat:

We have not been able to find a single case of gold going missing from an account unless:

1. It was hacked
2. The account holder is not considering that gold is based on characters and not the account, is looking for gold in storage instead of on a specific character

If things look normal but you feel you are missing gold, check all your characters and I bet the vast majority of you will find you do have the gold, after all, just on a different character.

If you think you may have been hacked, please change your password immediately and contact Support for assistance.

Update — Monday, 10 September

Today, we sent out emails to players who have tickets at least five days old. We want to take care of players who still need help. You can help by closing out resolved tickets or by reopening/re-prioritizing tickets that still need attention.

The emails fell into three categories:

1. The ticket is about a game issue and it is still open. If the issue you wrote about has been solved, please close the ticket through a link in the email. (Please check out the Guild Wars 2 Game Status Updates for info on recent changes to the game.)
2. This ticket is about a hacked account or a login issue. Again, the ticket is still open, but if your problem has been solved, you should close the ticket by using the in-mail link.
3. These tickets may cover any kind of issue, but the ticket has been closed because it appears the issue was resolved. However, if you still need help, you simply click the link in the email and that will reopen and re-prioritize the ticket so we can help you as quickly as possible.

If you received the email, please help us help you (or other players) by clicking the link when appropriate. If you clicked the proper link, you’re good: The ticket is closed or reprioritized, as appropriate.

If your ticket is more than five days old, please post in the Tickets for Review – 5 days and older [merged] thread.

The ticket is ok — it’s updated, so it’s still open.

You probably will get an email, but if you still need help simply do not click the close button and you’ll be fine.

We don’t have a timeframe for this feature, and in fact I’m not really sure how it will/would work. Most people have an entirely different display name than their character names, so I think your friends will get used to this with time.

Here’s a short list of updates. I’ll have more info on a new process in place for reprioritizing and/or closing tickets, as managed by the player. I will post that in the sticky section soon.

120826-004269 Resolved
120826-011612, 120831-002045, 120905-010453 Resolved
120828-005968 and 120904-009007 Resolved 9/9/2012
120828-021910 Resolved
120829-014001 Resolved 9/8/2012
120831-015265 Resolved 9/8/2012
120831-021599, 120902-001379, 120905-005822 Resolved 9/7/2012
120826-012235 and 120828-021102 Account is accessible, but we are unable to address this issue at the present time. Still in the queues, not forgotten.
120828-001259 Account is accessible, but we are unable to address this issue at the present time. Still in the queues, not forgotten.
120831-000675 Awaiting acceptance of the Karma Exploitation appeal requirements. Should be resolved soon.
120831-021206 Unable to resolve as the purchase was not made through us. Please contact the original seller.

I]m sorry to say, but at first reading, it seem possible that your account was compromised. Someone got your username and your password, perhaps from a database stolen from another game, a website, an email — any of the myriad places where there have been security issues.

We will help you re-secure your account, so please contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

Cheeseypop.3974:

Do people who have been waiting 10+ days for non-hack/ban related things have any prioritization yet?

david.5317:

^This. Its been 9 days for me. =(

JennD.9463:

15 Days for me. Apparently keeping my account secure was a mistake.

120826-012235

All three of you guys should have gotten or will very soon receive an email — the sender is Guild Wars 2 Support that gives you an update. The email will either indicate that (1) we believe that your issue is resolved and give you a chance to reopen the ticket if the issue is not resolved, or (2) we would like you to click through the provided link if the issue is closed, so that we can remove the ticket from the queues.

Each of you is well beyond the date that would flag you to receive one of these mails, so please let me know if you did not receive it.

Thanks!

acealucard.9368:

7 days pft today is day 11, good luck to you man

You definitely should have received an email today. Can you tell me if you did get one? (Check spam, junk, etc., if you don’t see it.) The sender is Guild Wars 2 Support.

Tattis.7512:

Huray! Just got a response to my ticket and account is no longer banned

A long wait is finally over, thanks!

Very glad to hear!

Grizzly UK.1209:

No such email received, ticket submitted on 08/25/2012 03:45 PM, response received on 08/25/2012 04:19 PM, I updated with further info/questions on 08/25/2012 06:57 PM, second response received on 08/29/2012 03:13 AM, I updated again with more info on 08/29/2012 04:52 PM, I updated again on 08/30/2012 08:52 PM, then again on 09/08/2012 08:48 PM and yet again on 09/10/2012 04:37 PM! That last update was simply because the ticket’s Status had changed to “Close” but no response from GW2 Support as to why it had been closed!

I have not received an email asking if I still need help, the last email I received from GW2 Support was the response from 08/29/2012 03:13 AM. Seems to me something may not be working correctly.

I am puzzled. May I have your ticket number?

Grizzly UK.1209:

Same thing happened to my ticket from 25th August, checked it about 4 hours ago and it was still showing as “Updated”, checked it again about 30 minutes ago and it was showing as “Closed”! No response, no reason, no nothing! So I updated it asking why it had been closed, it’s now back to showing as “Updated”.

Please see above, and please check every mail box, including “spam” and “junk.” You can help me help others if you let me know that you did receive the mail and where it ended up. Thanks for the help!

Echo.7259:

I was waiting 11 days for a response to my account issue ticket when something finally happened. They just up and closed my ticket for no reason. I did not received a response, notification, E-mail, just closed. Now after such an error, I am to wait another Week or more because of a support reps cruel idea of a joke? I’m not able to be patient anymore, I but in for a refund request, I’ll give that a bit, then issue a chargeback afterwards if necessary. I mean I was patient at first, but I’m so stressed with this, I just can’t do it anymore, I’m done and I need to move off from these unresolved problems.

120831-021206

Here is what happened and I’ll write up an update to cover this, because I’m sure other players will be confused, as well. You had an old ticket, and for some reason it had not been full resolved (for which we’re really sorry). On the other hand, a lot of other players in the queues had open tickets for issues that had been resolved, through support assistance or via a game update.

So we sent out a mail today to a large number of those in the queues that said, in short, we think that your issue may have been solved, but if not, click here and we’ll keep your ticket open and re-prioritize it to get you help as quickly as possible.

Please open the email that you received, click the link, and then click “I still need help” on the interface window that you see. You should hear back very soon. Because the “ticket closure” is tentative and you have this opportunity to get re-prioritized, to get into the right queue, into the right category, with agents who are waiting to help.

Please check your email. If your issues is more than a couple of days old, you should have received an email that asks you to let us know if you still need help or if your issue has been resolved. Click one link and you’re back in the queue, and prioritized to get help faster.

There are a few infractions that earn a 2-week suspension, but judging from your comments, this was just an error. We’re sorry if the suspension was longer than it should have been. We’re taken steps to ensure that every agent knows the suspension periods for infractions but occasionally human error arises and we do address those as soon as possible.

It looks that this really is working now. There was a random space in the credentials that was causing an issue.

Can your friend try that out now and see if it’s ok?