Guild Wars 2

An agent really needs to take a look at that for you. Go ahead and contact Support by filing a ticket through the “Ask a Question” tab on that linked page.

twodollar.5193:

Its been over 9 hrs since my friend received an email stating that her account has been restored and can log in but it still says email account does not exist.
Any suggestions?

Dezi.8413
Ticket Number — 120906-000774

We are checking this now.

The regions are North America, Europe, and Other. (Other connecting to the NA servers.) A copy purchase in NA means in Canada or the US, so this should be just fine.

Veeber.3192:

Hucksteel.4086:

So the only way is to go through my bank then? Right on, thanks – makes it easy.

No. It’s best to go through support since they have publically said they will give refunds. Going through the bank could have ramifications, and yes your bank will permanently log this and could affect future chargeback.

Veeber is 100% correct. We will help you, so please contact Support.

fortunae.4169:

GaileGray.9587:

DABhand.2079:

120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

This is also far behind the norm, and we’ll take a look at this today.

Hi Gaile,

I’m really not trying to be confrontational but could you folks please give us at least some indication as to where the team are in terms of tickets being “looked at”? Given that I (and, from what I gather looking at several forum posts, others) are now past the 72 hour mark and haven’t had any response whatsoever from a CSR, it’s getting pretty frustrating.

Thanks.

It’s a fair question. I’m going to see if I can get an update about that within the hour. It’s Sunday, and I know we have a lot of agents working, but this overview would best come from a manager. They’re on board, and I’ll see if I can get details for you guys.

Ensir.1457:

Again Reference number 120826 – 004864 created on the 08/26/2012
E-mail from Pluto tell me they pass it on and nothing more
15 days now and still bloody waiting
Why as my e-mail address been add to this account Ensir.1457 when I never used it for this account

SO very sorry about this delay, as well. An agent is working on it right now. If s/he has questions, the ticket will get an update, otherwise I think this will be addressed very soon.

DABhand.2079:

120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

This is also far behind the norm, and we’ll take a look at this today. Please note, threats of legal action do not move your ticket to the front of the queue, nor do threats of charge-backs or BBB complaints. But right is right, and unless there’s something additional that I cannot see in your notes, this should be addressed very soon, with our apologies for the delay.

trb.7052:

GaileGray.9587:

trb.7052:

aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.

Edited: Updated the team. You do the same on your ticket, please. Sorry!

Just FYI, still suspended.

Please try again. Looks like human error, and we do apologize for that! But I’m assured you are good to go now.

trb.7052:

aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.

Edited: Updated the team. You do the same on your ticket, please. Sorry!

Exorno.5861:

If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.

I do not know the answer to that, and I will find out. Does it involve access issues?

Deminent.9123:

GaileGray.9587:

A few general observations:

• Please provide your oldest ticket number when you post.
• Please go in and close your other tickets; that will help you and us.
• If you have more info, or want to check on the status, update your oldest ticket.
• Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
• Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting ) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
• We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.

Hey Gaile,

It took 10 days for me to get my account back and now I am happy as ever to be playing again. Thank you for all the efforts your team is putting in to resolve these issues and good luck to the future of this game.

Deminent

Thank you, sincerely, for your positive attitude. 10 days is far too long, and we know that very well. We’re working those numbers down to a few days, at most, and again, I’m glad you’re back in the game and appreciate your grace in your kind words!

Jayman.9826:

GaileGray,
I have seen you state above that having more than one ticket open can slow down our response time. My issue is that I have had a couple of pressing issues that needed resolution, and I had to create a 2nd ticket for a 2nd issue while the first was being looked at. When the first issue was resolved, it seemed that both my tickets got closed. I have since created another ticket to only include the issue at hand, and updated my old ticket (dated from august 30) to mention I still needed it resolved.

I am not exaggerating the date of my original ticket on my account ban issue, but because it was closed when the other issue was fixed I am unsure if even it is being looked at or ever was, and I am not sure if I can comfortably close the most recent ticket that I put in which is 3 days old.

120826-011612 from 08/26/2012 – resolved ticket with billing issue

120831-002045 from 08/30/2012 – ban and billing issue ticket that got closed prematurely

120905-010453 from 09/05/2012. -ticket submitted with only ban issue

I am unsure if there is anything that I should do regarding these tickets, and even though I know you have been busy, I have been waiting a long time and not having confidence that my ticket will go through since it was closed without fully being looked at.

Jayman — I understand your confusion. Having one ticket to deal with two major issues is still best, and I think the way you’ve handled this is ok. But sure, I completely understand why you felt two tickets were required.

Please, please, please read this: Do not submit multiple tickets. Submit one ticket and update it with more information, or update it to ask for more information about your status. Multiple tickets clog the queues, and they actually slow the process of answering you.

Thank you for reading.

White Owls.4360:

What if we got banned for 2 weeks for saying one bad word?

Well, then, you’re not hacked or permanently banned, are you? If you were suspended for two weeks, then you had more than one infraction. The first suspension is only 72 hours, but it scales up for the second — and I mean incident, not two reports of the same incident.

I will leave this unmerged, so that you and others know that we are tracking issues in the Gem Store thread (sticky post in this forum) and that I just sent an email 10 minutes ago asking for more information to provide you. This is on our radar, for sure!

Please contact Support and they will help you! http://en.support.guildwars2.com/app/ask/

VisualDeadlock.2163:

Update on my issue:

They sent a response saying that I can purchase gems for 24 hrs. I did so, and purchased 4000 gems (extra, so I dont go through this mess again).

My issue is that I am currently living and playing overseas but used my US Paypal info to pay, which their support guy said was the likely reason why I was flagged.

My question is, outside the 24 hrs, what are we supposed to d if we want to purchase more gems?

May I have your 12-digit support ticket number? We’ll look into this for you.

Guys, you’re right. I look through this thread and I feel bad — you’re not getting as much information and you should, and I apologize for that.

I’ve sent off an email to the team who is working night and day on various issues related to the BLTC and the Gem Store. I hope to be able to post more in the near future or perhaps one of their team members will post an update. But in the meantime, please accept our apologies for any difficulties you’re experiencing.

If you bought and did not get your gems, update your ticket (don’t make a new one, it slows the process) and we’ll watch for those. If you cannot purchase, we also need to look into those situations. We appreciate your interest in purchasing gems and believe me, we want to make it possible for you to do so!

Thanks, again, for your patience.

Synicle Jester.1345:

So i bought gems in game over 24 hrs ago and have yet to receive them in game. I was charged on my Credit Card and even received the verification email stating as such. I have filed a support ticket to this as well with no help. I would like some insight into this situation seeing as i have already been charged without delivery for i’d say quite some time now.

I’d like to get your 12-digit support ticket number so we can give this a look. Thanks.

Charge-backs are bad for you and for us. I strongly encourage you to wait for assistance or, if you really want to permanently close your account and receive a refund, go ahead and put in a request through our support team.

I’ve done charge-backs in the past (like for a mechanic that totally trashed my classic car’s engine — major things like that). It’s a long and painful process and your CC has a limited amount of tolerance for such procedures. The refund process, if you truly want to do this, will be less difficult and you won’t be using up your CC’s good will if you need their help in the future.

But please consider that a charge-back or a refund results in closure of the account. It’s not like you can charge-back now and add a code later. The account is forever closed, and all attributes and history — including the HoM — are lost. As a player, I fully understand the frustration of waiting. But as a player, I want you to know how serious a refund or charge-back can be, since people seem to think it’s a simple thing that doesn’t have long-lasting repercussions.

Lastly, we have an A+ rating with the BBB. It does not get any higher. I’m very proud of our stature with such an excellent organization. I respect the BBB very much, and I think it’s important to use them only for situations that are truly needful of their involvement, not as a means to try to move a support ticket up in the queue. Honestly, that’s a waste of their time and given the faster turnaround on tickets, it’s probably a waste of your time as well.

Bina Fydan.3512:

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

Our Support Team offered telephone support for a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.

diegofsv.2781:

A friend of mine bought the game from you guys in July. He was charged by NCsoft, but never got any e-mail with his serial key. He can’t find any free phone to resolve this (a charged 40 min international call is out of question) and none of their e-mails get any kind of answer. What can he do to resolve this? Whats the best way?

The best way is for your friend to go to support.guildwars2.com, use the “Ask a Question” tab, and submit a ticket. Use a descriptive title — like “Charged — Did Not Receive game Access” — and not “Help.” Put at much information as possible in the ticket. (See my post in this section about information to provide in a support ticket.)

I anticipate your friend will hear back within a few days.

wizgamer.7123:

The online support system I’m afraid. He probably won’t get reached for another week or so, though. They are inundated with issues

Please do not respond to threads in this manner. Your information is inaccurate and unhelpful.

It is not appropriate to make a thread and repeatedly “bump” the post in order to try to force attention on the subject. We understand that it’s frustrating to wait for help, but you should send a ticket, not submit additional tickets, and wait for assistance. That’s the fair, mature, and reasonable thing to do.

Rivion.2374:

I just got my account name restored i logged in and all my profession items, gems, ores, etc etc have been cleaned out! Will i ever get at least some of my stuff back? seriously that kitten took hours to collect and its all gone after having to wait 6 days for support to finally restore my account i’m not sure about what should i be the most mad about, waiting 6 days to play because of low security or having my account restored just to find out hours of collecting have been burned out… not to mention a bunch of yellow items along with my small skulls -.-

I think you’re not understanding what happened. Access was returned to you, you were reinstated, but actual account restoration is not possible at the present time.

I suggest that you improve your account security and resume playing, but if you want to wait for the restoration service to be put in place you can do so. I do not have a timeframe for that program’s start date.

Alexixiv.4582:

I do… it saddens me to see my friends playing without me…
week long tickets are bad…

I’m sorry that you’re not in the game, but where in the world does 4 days equal a week? The team will help you, no matter “a week” or “four days.” Just hand in there.

If I had to take a guess, I’d say that fewer than 5 people out of 100 really don’t know why they got a suspension for language. It’s not effective for us to spend time chasing after “I didn’t do it” with “Oh, yes, you did, and here’s precisely what you said” for an indefinite period.

The Reddit post served an excellent purpose, and we kept that up to date for several days. In the end, it was clear to anyone with half a brain that the language that was actioned truly was offensive, and the players thus suspended truly did deserve that brief time-out.

As we’ve explained, unless someone engages in really bad language on a repeated basis, slips of the tongue are forgiven, and breaches beyond that do not result in “bans.” Repeated violations may result in termination, but that’s very, very rare. The suspension serves as a warning, and they help make it clear that we intend to, and will, keep the Guild Wars 2 game world pleasant and welcoming for everyone.

shalav.1478:

I submitted a ticket on thursday about a refund because when I purchasedc the game it purchased 3x, I need this fixed, please respond to my ticket PLEASE

Refunds take a few days, but I do believe it will be processed soon. We absolutely do not want to double (or triple!) charge you, and we will correct this for you. Thanks for your patience!

marcusbash.8642:

The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.

Ariex.6379:

[Incident: 120905-001631] Still not handled after a week now. Cool.

But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?

Morningstar.3587:

Honestly, I feel that I have a lot more faith in the support team. Now that I know they are doing it in chronological order, while taking care of support tickets for various other issues aside from account-related.

I was only concerned because I thought that they were only prioritizing hacked account tickets, and taking care of easy tickets on the side.

But now that I can see where I stand in the assistance, I am relieved.

120902-013528 (my boyfriend’s ticket for his overlapping accounts)
120902-016895 (my ticket for my overlapping accounts)

I’m still a couple days away, but waiting for my turn is making me run in circles = O.

Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.

Ensir.1457:

This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await

My ticket is running for 2 weeks now and still ticking

Oh goodness, this is not the all-inclusive list of addressed tickets! This is a response to those who specifically posted in this thread. There were hundreds and hundreds of tickets resolved in the same timeframe — I’m just answering those who posted.

Also, not most, but very few of these were using the karma exploit — I think just three, maybe?

Please don’t jump to conclusions or make sweeping assessments. It doesn’t do you, the others players, or us any good at all.

satansblade.4579:

I upgraded my account to digital deluxe, and recieved all of the items that should have been coming to me, but I did not get my Mistfire Wolf Elite Summon for my character. I paid ~25$ specifically to get this skill and I did not get it.

I know others are having this same problem as well, as many are talking about it in the in-game chat. Come on Arena Net, what is going on? We paid good money, and most of us paid it for this skill. WE WANT IT.

And yes, I am above level 30, so that is not an issue. I really want this fixed ASAP. I paid good money for the upgrade, and I want the abilities I was promised.

Your team could update us on this at the very least, as I know others have asked this question as well.

I will check on an update about this, but in the meantime, have you submitted a ticket? Just want to use that as a report, if you have put one in.

noobdestroyer.4271:

Well the whole we will resolve this issue in 72 hours for hacked and subsequent banned accounts is total bs. Especially when I see others post about getting hackban fix in 1 day.

I submitted a ticket 72 hours ago and all i ever got was an auto response with instructions on how to authenticate or reset paswword. Which doesnt help if the account is banned.

I still dont even know why i got banned?

Im at the point where I think I am just going to give up and move on. Even if they do fix my account, I dont think I could play anymore. The whole thing just gives me a bad taste in my mouth. I feel like I got screwed over and taken advantage of from ArenaNet. Thanks for nothing ArenaNet.

Time to call my bank and get my money back and issue complaint with BBB.

Doing a charge back isn’t necessary. The Support Team will give you a refund although yes, there will be a delay. (But honestly, there will be a delay with a chargeback or a BBB complaint, too.)

I hope you can work with us on this, even while I know it’s frustrating right now.

Bluest.5123:

Why won’t they even mention why or at least give a reason why you cannot remove your credit card information.

It’s almost a shady money grab.

I can offer a partial answer, and then get more info for you later.

The purchase sites are extremely secure. And from what I recall, on our end the CC number is encrypted and not retained in it’s visible state. So if you can see it, I believe that we cannot see it, it just looks like **** to us.

Will get you more information if this remains a concern, but I really feel you’re ok.

We are not currently in the position to restore accounts, and in fact an account restoration essentially does a “roll-back” of the account — the entire account. So there’s no way to “un-delete” a character, and no way to restore a single character to a previous state, at least as this point in time.

We will be able to provide the Account Restoration Service in the future.

Borishnikov.7368:

I saw Gaile posting in forum 3 minutes ago, I hoping he’ll post an update on ticket..

120902-016533

Just FYI, I’m not a “he.”

Guys,

While this is a discussion forum, there’s a ton of chatter in this thread, and that slows the process of getting you the help you need. Please post once and only once, and please include your 12-digit support incident or ticket number.

Let me explain. I’m reviewing incident numbers, working with several customer support agents. I can pull the incident number, but it took me more than an hour to do that last night because I kept having to sort through the list — every single time — to see if someone kept posting again and again. The last thing I want to do is send a list to the agents with the same incident number 5 times, or have them look up the same ticket over and over again.

Also, please do not exaggerate the time you’ve been waiting. You will be helped, and it’s nor really right to say “I’ve been waiting several days” when it’s been one day.

So if you posted multiples, please go back and edit to remove them. Things will move more swiftly for all of us if you do.

Thank you for understanding.

Guys, there are times when we send a general email to everyone in a queue. This email contains information that will help some players, even while others will still need personal assistance for their particular issues.

Don’t hate on Lance — the email he sent really did help a lot of players “self-help” themselves and get back into the game or get whatever their issue was fully resolved. If it did not help you, and if your account is hacked or banned, (and if you have not already done it), please post in the Banned/Hacked account post in the sticky post area of this forum.

Please do not post multiple times, but do post once and do provide your 12-digit support incident or ticket number.

Thanks for understanding. I’m going to close this thread because it’s really not helpful and there are better means to get assistance.

I strongly encourage you to contact Support to ask about a refund rather than submitting a “charge back” on your credit card. We will work with you on the matter of a refund. Please note that getting a refund or doing a charge back can have long-term consequences on your account. I advise that you learn about that before starting the process, although of course you are welcome to do as you choose.

If you posted in the other thread — Old/Unresolved tickets [merged] — please note that there are a few updates, including one just now.

Here is tonight’s update. As you can see, a whole lot of tickets have been addressed in this batch. We strongly believe that, except in cases where we need additional information, a large majority of the other issues that are in the queues now will be resolved by the end of the weekend.

120901-002179 Resolved.
120830-007345 Resolved
120831-006906 Resolved. Karma exploit issue — account is reinstated.
120827-009187 Resolved
120830-016639 Resolved
120830-018172 Resolved
120822-002717 Resolved.
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120830-003200 Resolved yesterday.
120825-002495 Resolved
120831-007656 Resolved
120831-004357 Resolved – player had a typo in their login name.
120830-006425 Resolved
120831-011270 Resolved
120829-011451 Issues resolved on 9/3/12
120831-020256; 120903-009558 Resolved
120831-015265 Resolved – stolen account
120831-017385 Resolved – stolen account
120830-009375 Resolved
120829-007119 Resolved
120831-015962 Resolved
120831-007980 Resolved – Authentication problems .
120829-017006 Resolved
120831-021599; 120902-001379; 120905-005822 Resolved – stolen account
120828-008637 Responded today.
120829-007642 Resolved – stolen account
120831-015403 Resolved – stolen account
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120826-011456 Requested additional information from the player. Can you confirm this is resolved?
120831-008189 Player’s account had been hacked – Reset password (a second time). Let us know if that did not help.
120831-012902 Tome questions; explained that influence cannot be moved or reimbursed.
120830-015908 2 accounts, linking issues; will be resolved soon.
120828-015981 Missing gem issue; still working on this issue.
120830-016564 Mislabeled as duplicate, issue reopened and assigned to German language team for resolution
120828-017417 Serial key stacking issue; solution offered yesterday.

A few general observations:

• Please provide your oldest ticket number when you post.
• Please go in and close your other tickets; that will help you and us.
• If you have more info, or want to check on the status, update your oldest ticket.
• Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
• Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting ) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
• We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.

Thanks for the update, and for this player-helping-player sort of info.

Glad you’re back in the game, and expecting to see many more such reports as people use the system.

RusieQ.8569:

Best thing to do is to submit a support ticket.

Exactly! The OP did that and will be helped asap.

Godmoney.2048:

Your name, a comment, a trade that resulted in someone being unhappy with the trade…any of these things could have resulted in your ban.

Your best bet is to buy a new copy and never use chat again. Go research Mccarthyism and it’ll explain everything.

Good luck to you.

This is absolutely false, and your historical reference doesn’t even make sense. How is a chat issue related to “witch hunts” for purported communists?

This account seems obviously to have been hacked, meaning the suspension is related to its security, not to actions taken by the owner. The OP has contacted Support, which is the right thing to do, and we’ll help as soon as we are able.

We’re on board with the general message that we need to allow more people to make purchases, to adjust barriers that protect against fraud but which may also prevent legitimate purchases.

Fixing this is definitely in all our best interests, and it is something we’ll continue to try to improve. In the meantime, thank you for your patience, and thank you for your support of the game!

Mafres.7903:

Hey all, bought a dye pack worth 200 gems i got no mail afterwards, and that was 2 days ago, when will/will i ever get my dye set?

We believe these were all addressed over today and tonight. Can you please let me know if this is all set for you now? If not, submit a ticket, please, and we’ll help you.

Uc Night.8290:

my 72 hour ban has now been instated for a week. This is just unacceptable. I believe I will be doing a chargeback by the end of the day. Get your kitten together ANET

We don’t have one-week blocks. If your suspension changed, that would be because you had a second infraction, and the extension would make it two weeks.

If you want me to look at this, include a ticket number and a screenshot of the message you’re receiving.

Also, doing a chargeback is a very bad idea. It creates issues for everyone involved. For instance, if an account has HoM privileges and then is involved in a charge-back, those HoM privileges are lost because that account is closed through the charge-back. I recommend against it.

spinner.4287:

I was wondering how long it normally takes to resolve accounts that have been hacked. My friend was hack on 9/1/12 ticket number 120906-001145. Hes email was change and is not able to use the Gw2 forums so i am writing this for him. He hasn’t heard anything about his account and wants to know what steps to take next to get his account back. Can someone please help

The ticket is from today. If there’s an older one, I’d like that number. Thanks.

Nevah.7904:

Ticket: 120905-008229

Posting this on behalf of my boyfriend’s account. His account was hacked several days ago and he has received no response from support.

Thank you!

The ticket is one day old.