Guild Wars 2

Here’s an update on several account in this thread.

120829-014884 Unbanned today.
120831-017562 Currently under review as Hacked. Will be assisted soon.
120831-021636 2 tickets. Currently under review as Hacked. Will be assisted soon.
120901-000739 Currently under review as Hacked. Will be assisted soon.
120901-029729 3 tickets. Currently under review as Hacked. Will be assisted soon.
120902-011084 3 tickets. Currently under review as Hacked. Will be assisted soon.
120823-004501 3 tickets. In the queue for assistance
120829-012357 Answered today.
120831-016351 3 tickets. In the queue for assistance
120831-011910 Should be good to go.
120830-007078 Sent response and new password today.

elegen.6130:

GaileGray.9587:

dudemanjac.5184:

What I need to know is that if I sent the prioritized ticket per your instructions on the 31st, and you claim to have everything done up to the 3rd, why am I still out of luck. Am I not being looked at? Did you not really get that far down the line? What is the explanation for why I am still waiting?

Dude — may I call you that? That is exactly what I am trying to figure out. And that’s why I appreciate people providing their ticket numbers.

This isn’t a “Go to the Head of the Class” ticket. I can’t promise that we can wave a magic wand and resolve all these issues. However, with this information, we can dig down into the reason that a ticket from August 31st has not been resolved, when one from September 3rd has been.

If you have been wait, say, more than five days, post your ticket number here, so we can look into the system and try to work out any kinks or glitches.

Thanks for all your help, everyone.

I’ve been waiting since the 29th. My ticket number is 120829-014884.

Here’s what I learned today: Unbanning account and sending a new password. You should be fine now.

Morningstar.3587:

120906-001108

My boyfriend has received multiple keys for his digital deluxe edition.

He only bought one copy, but they created different accounts… none of which can be used.

His pre-release account with 3-day headstart characters is also unavailable and we’re afraid he might lose his character names.

That ticket was created today. You really need to be patient; this is not an old ticket by any stretch of the imagination.

Noppa.8921:

Hi,

My account was hacked sometime in the beginning of the week (and banned while the hacker was at it) and haven’t been able to play since monday (7.9.2012). I have tried to reach your support team via incident tickets at the support site (have made three of them now), and by telling several times what has happened on your twitter and Facebook sites. I haven’t gotten any response from anywhere yet, and now I found this place to try my luck.

My reference numbers are:

120906-006746
120906-004669
120904-005382

Where the most top is the latest. My friends are level 80 already and are losing the starter-shine on the game, which means a big minus on my gaming experience.

Would you please now try and help me ArenaNet, so I can play your very nice game?

I have also posted on your other forum subjects without result.

Yours sincerely – Noppa

The reason that you’re not hearing back is pretty obvious, if you will look at this thread. There simply are people who have been waiting longer. Plus, you’re creating multiple tickets and adding to the Twitter and Facebook flow. NONE of that will expedite the issue; NONE of it will move you up in the queue, and in fact multiple tickets will slow down your response.

I encourage you to put all the information you have in your first ticket and close the others. Then wait, please, because while we consider your issue important and want to help, we want to help everyone who has issues, and they really have been waiting far longer than you have.

Thank you for understanding.

Valimare.4362:

and does anyone know if updating a question bumps your ticket even further back in the Queue?

That’s a fair question, and I’ve positively grilled people about that, to make sure that my encouraging folks to update their tickets will not move them back in the queue. I’m told by everyone that the update will not change the order in the queue, but that the extra information in the ticket can make it possible to resolve things in one wave, instead of having to go back, get more info, wait for the update, etc.

So you’re ok to update: It will not change the order in the queue and may help to speed things up.

Reality.2475:

I’m guessing it’s to prevent confusion due to the spaces or a general restriction against a pattern of spaces in attempt to keep players from avoiding the name filters by putting spaces between letters.

You know, I work on the filter frequently, and I don’t know that this is the case, but it makes a lot of sense to me. I know we have to filter things like “G M” because people will abuse it in an impersonation attempt. There may be a restriction on spacing. I will try to find out about that, but because I need to ask a couple of key people about it, it’ll need to wait at least until next week.

ONEone.4823:

GaileGray.9587:

ONEone.4823:

Rush.6482:

The time remaining above is what matters

yes, be happy you have a countdown…mine is a count up…

ticket: 120902-003411

Timers don’t count up. Or they are not supposed to do so. They can increase if someone gets a subsequent mark (once he’s back in the game) but you should never see “You’ll be able to rejoin the game in 10 hours” and then see it go up to 11 hours, 12 hours, etc.

If you’re seeing that, that would be bizarre and I’m glad you submitted a ticket.

sorry, i was kidding around, i’m one the unfortunate ones that has a permanent ban due to hacking. so my ‘counter’ goes up in that i am waiting as patiently as i can to get back in the game. i wish i had a count down timer!

Ah ok, thanks for the clarification. I was a little confused/worried.

Hacked, huh? So sorry to hear. I hope you will be back soon, and judging from the flurry of activity on this end, I believe you will!

ONEone.4823:

CassiusNez.2395:

So if my countdown sais 62 hours.. it will automatically restore when it reaches 0?

most likely, set your alarm for sunday! and quit saying bad words ya sailor! :P

Srsly! I don’t know why “scurvy dog” doesn’t do for all occasions requiring strong language.

Reality — change your password to something unique to GW2 and something that is complex. I am worried that someone else may have access to your account. They may have accessed it and used it for something that is utterly forbidden — such as in-game advertising of RMT sites — and then gotten the account terminated.

Continue to watch for a response from the team to your ticket, because they will get back to you.

Cord.4019:

I’ve only gotten this one automated email. When will I ever get in contact with an actual person, who could help me? At least a response.

Yes, Cord, you definitely will hear from someone. But right now, we’re trying very hard to work on game issues of a major scale: people who can’t get into the game, players who were hacked.

I appreciate that you’re fond of your character names and wish to retain them. Please bear with us and know the team will help you as soon as they are able to do so.

Raolin Soulherder.3195:

Some bots sent me a couple advertisements through the ingame mail. I ignored them since it’s not bothering me and my account is secure, but I figure Anet might want to know. It’s not really a bug issue so I figured they probably would prefer I avoid reporting through a support ticket. Is there a certain way they prefer you to report others?

Thanks for asking. We’re aware that those nasty gold sellers are using our cool in-game mail system to harass you with advertisements. We’re working on ways to address that.

I feel sure that team would have examined the account to verify that it was not accessed from another location. But you’re welcome to update your ticket to request that they do so.

Do be aware that it’s necessary to verify this claim, because far too many times, someone claims “That wasn’t me doing [that bad thing]” when it provably was them after all.

Check your other characters. It’s a common misunderstanding where players look for the gold in storage, or on the wrong character. Check storage, but check all characters. If you still see the issue, please submit a ticket, and thanks.

Shigbone.2784:

GaileGray.9587:

Halmo.8619:

What she meant was that the term is not ban unless it is permanent, if you get a 3 day or 2 week it is called a suspension. She mentioned in another thread that the way it works is if you get reported for 2 separate incidents around the same time, they will stack and your 1 mark will stack to 2 marks which gets you a 2 week ban before you even saw the first 3 day ban.

Thank you, Halmo, you just saved me a bunch of typing.

If you had two incidents, your suspension will be extended to two weeks. If you had only one incident, and you’re certain of that, the team will check into this for you, just detail this in your ticket and please include a screenshot of the in-game suspension message that you’re receiving, so we can nail this down.

Okay, thank you two. So if what I said, was said twice within like 20 seconds of each other but were instantly reported both times that counts as 2 marks??!?

Nope, that will not happen. That would be considered the same incident. Generally these things are a day apart, at least. Once a mark is on the account — once it’s suspended — it will not be escalated to another rank. So if two agents were dealing with two reports, the second would see “Already actioned” and would not bump it to a two-week suspension.

Hey, I have some really interesting info for you. 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.

You got a simple “mass mailing” to give an update, a sort of “State of Support” message. Please simply ignore, it obviously went to all recent tickets, open or closed.

Do not reopen a topic by making a new post, once it has been closed.
Do not insult forum members.
Do not continue to try to make a point when your details are inaccurate. There are measures to avoid brute-forcing passwords in Guild Wars 2. If someone brute forces elsewhere and uses the credentials to steal a GW2 account that means the account holder used his password in multiple places. And that is not within our control and is something that we continually — even in your previous thread — are trying to get players to halt.

ONEone.4823:

Rush.6482:

The time remaining above is what matters

yes, be happy you have a countdown…mine is a count up…

ticket: 120902-003411

Timers don’t count up. Or they are not supposed to do so. They can increase if someone gets a subsequent mark (once he’s back in the game) but you should never see “You’ll be able to rejoin the game in 10 hours” and then see it go up to 11 hours, 12 hours, etc.

If you’re seeing that, that would be bizarre and I’m glad you submitted a ticket.

Cawlin.9360:

Was issued a week ban couple of days ago, but that’s not my issue.
Now upon attempting to loggin I am receiving a different error message,
“Account suspended for inappropriate language. Access will be restored in approximately X hour[s].[[en.ERROR_ACCOUNT_BLOCK_PERMANENT_SUSPENSION_FOOTER]]”
Obviously, the part that concerns me is the account permanent suspension bit. I am confused as to if this message applies, or is simply here by error? If anyone could shed some light on this that would be great. Thanks in advance
Attachment related, the error message

We are working on the in-game messages, and clearly we have a way to go to get them settled in properly.

Apologies for the unclear message. Obviously if there’s a timer, you’ll be allowed back in the game in XX hours. Ignore the “footer” stuff — that just should not be there at all.

And forgive me if I’m intruding, but if you were blocked twice for langauge, enough to earn a 2-week suspension, I really hope you’ll tone it done a bit. Account marks are kept on file, and with enough of them, an account could be terminated. I know you don’t want that, and neither do we want to be in the position to be forced to take such an action on your (or anyone’s) account.

Halmo.8619:

What she meant was that the term is not ban unless it is permanent, if you get a 3 day or 2 week it is called a suspension. She mentioned in another thread that the way it works is if you get reported for 2 separate incidents around the same time, they will stack and your 1 mark will stack to 2 marks which gets you a 2 week ban before you even saw the first 3 day ban.

Thank you, Halmo, you just saved me a bunch of typing.

If you had two incidents, your suspension will be extended to two weeks. If you had only one incident, and you’re certain of that, the team will check into this for you, just detail this in your ticket and please include a screenshot of the in-game suspension message that you’re receiving, so we can nail this down.

Alexixiv.4582:

Can users please post here if their ticket was resolved and what the issue was… we could use some encouragement. Any resolved tickets. This might actually give us an idea of what types of issues are being addressed and hopefully lessen the anxiety a bit for the rest of us…

Great idea, Alexixiv. There are SO many people getting helped, I think it’s good to see that. Thanks for posting.

Yep, as you can see, we’re making a lot of strides with the BLTC and the Gem Store.

Thanks to all of you for your patience.

You know, I just shudder at the word “compensation.” Not as a dev, but as a gamer. For as a gamer for nearly 2 decades, I never ask for it, never expect it, never get it.

And yet every time there’s a server burp, or even an Internet outage over which we have no control, someone says “Give me stuff to ‘compensate me’ for this.” And I just think if that happened (except in really unusual circumstances), then it would be “Well, this guy got XX for YY, and I think my case is even more deserving, so I expect something, too!” And it snowballs into a GimmeFest.

I’m not saying that is the case here and I’m not wagging my finger at the OP to say he’s naughty for asking. (I really think painkiller will know that.) And yes, there can be mitigating circumstances that can make this the reasonable thing to do on a case-by-case, one-off basis. I just think overall, “stuff happens” and it’s ok for us to accept that and move on.

P.S. Painkiller — your account is ok now, from what I can see.

EsLafiel.4517:

Since my last topic was delete, but no one anwer my question, I shall post it again, but this time post it differently. Because I think I know why last was deleted.

Only cursing I did was when I dye say teh f word.

When I did something cool, are found something cool. I called it bad butt(you know what I really called it, but don’t want this to be deleted so saying it that way)

So I know I did not get perma ban for that, maybe a 3day ban. But no way a perma ban.

I mean I was even a good little player, I sent in messages when I found a exploit.

So I must have been hack, however I need help knowing some info.

What is the number thing we suppose to send int with the support message.
Really need to know whit, someone tell me plz.

Again — if you use offensive language, in all but the most horrendous cases you will receive a 3-day suspension. Post a screenshot of the error message that shows the message saying your account is permanently closed, or terminated. If we have an error in our messaging, we’ll fix it. If you have an error in your understanding, I hope you’ll consider my comments here and rejoin us in a few days.

I have news for you: If someone gets your password on any system, there’s a pretty big likelihood you’re going to be in trouble. And that is why we say — often and very firmly — that account security begins and ends with you. We’ll help, but your security is in your hands.

Use a strong, unique, hard-to-guess password for Guild Wars only.
Do not share your account.

The title of this thread is misleading. Our database has not been hacked. People are not waltzing in and getting players’ credentials. The incursions are coming from external sources, over which we have no control.

More information is available in our recent article about security.

I am sorry that this has gone on for such a long period of time. I’m glad that an agent has eyes on it now, and although you may be getting an auto-response, I feel that, based on the message you received earlier, you’ll be helped shortly.

I think we’re far beyond the subject, so I’m going to gently close this thread.

One. More. Time. There is no such thing as a two-week ban. Suspension, yes, but in this case, highly unlikely unless someone had two separate incidents of substantially offensive chat.

Suffice to say, we appreciate that people have “slips of the tongue.” We understand that those playing in a competitive venue may use “trash talk” from time to time. Those things are understood, and the way the rules are enforced take that understanding on board.

But I’m sure you’ll all agree that standing in DR spewing hate speech is far and away different than someone saying “I’m going to kick your… behind” in PvP. And it’s the former — the truly offensive — upon which the team would focus.

When you read someone who claims, “I only said one wrong word and I was banned,” understand this: I can’t remember anyone ever being banned for the use of a bad word. If someone were truly banned — truly had his/her account closed — it was for repeated violations, not for a single insstance.

And when you read “But officer, I was innocent,” remember that that defense just may not be — often is not — true at all.

Eochaidh having used one of my favourite expressions — “cesspools of bad behavior” — I think we’re good on closing this thread. Because he’s right, as is InstandIdiocy, Rabiddog, and many others in this thread. This community is too good, too valuable, and too highly-valued to be allowed to head down a slippery slope of unacceptable language and offensive behavior into a morass of… well, you get my point.

If you really don’t get it, I’m sorry. But we are not going to use precious resources sending warnings, when you’ve already received one via the User Agreement you accepted and the Rules of Conduct that binds you. See the Conduct Breaches and Outcomes for more information. All on the Legal Documents page.

Players who think that the profanity filter is a tool that allows them to swear are mistaken. The filter is designed as a measure of protection for those who choose to use it, but it was never intended to replace good ol’ respect and common sense on the part of all members of the GW2 community.

I like Drintar’s analogy. I’ve seen other apt comments here, as well. Basically, think of the game as being no different than any other setting that involves a lot of people. You wouldn’t curse and swear in a public setting (or if you did, you would probably be asked to leave). You should not do so in a game.

Guild Wars 2 is a game that reaches around the globe and includes members of diverse races, cultures, genders, and age groups. We intend to keep the game environment friendly and welcoming for everyone. Please join us in that effort.

Excellent news, thanks for the update!

Have you updated your ticket to say what you need. I’d go back to the oldest, put in the new/revised request, and close the newer ticket.

ZionNow.2138:

Your character will immediately be deleted and your name is reserved for 24 hours after doing so. After that it’s up for grabs.

This is correct. Thanks, ZionNow

Helpful information, Lyralei — thank you for posting!

Tryphena.1379:

GaileGray.9587:

Ok, guys. I’m surprised to see some of you who have been out for several more days than I expected. And that tells me that your issue may have been put in the wrong queue. So again, please choose your oldest ticket, and update it with as much information as you can give (see my post above). Change the subject line (if you can) to Hacked Account (if that’s what you know happened) and then resubmit.

Then, close the others, because they are not needed and only clog the queues. The oldest tickets should be worked on first, so I’m going to gather some numbers from various posts in this forum and ask our top agents to give them a look. Will post when I know more, but if you can take the steps I’ve outlined above, that would help you (and us) a lot!

Thank you, thank you, thank you. After days of waiting my daughters account has been fixed she is playing and very happy! =)

That is great news. Thanks to both of you for your patience!

Again, I expect that many more of you will be saying this very soon!

zgiety.9524:

Hey, I’m Deathel.5380 and I’m writing from my friends account.

120830-007078 ticket from 30.08. i recived response but with invalid account name, i guess i should be prioritized too… 120904-003063 here is prioritizing ticket with more accurate data.

please do something, waiting for a week to be able to play is a bit too much, dont you think?

You should find you’re all set to go now.

Everyone else — we’re looking at your incidents and find that a lot of them are positioned to be answered very soon. I expect to be able to update with more good news in the morning.

You are safe. Yaos pretty much sums it up.

Dexter.6039:

Two days ago I logged into my account and played for a couple of hours. I then logged off for around 4 hours and came back and found the my characters were deleted. Y did you delete my characters for?

We would not do that, and there have been no issues that I’ve heard about that would result in such an action. I worry that your account was accessed by someone else. Please change your password immediately, using something strong and unique to GW2!

Emmeh — have you simply responded to the emails that you receive related to your ticket? I think there’s a “respond within these lines” thing, but the emails DO get into the tickets. Could you give that a try?

And we are deeply sorry for the miscommunication and know that it is frustrating.

The team is aware, and I can tell you that emails about this are flying by, even at this late hour in the evening. So yes, it’s definitely on the radar!

Emmeh.6251:

Gaile, how come you seem to be the ONLY representative trying to reply to our posts?

This is my area, this is where I help. Others respond in other forums.

painkiller.4738:

GaileGray.9587:

painkiller.4738:

Does anyone else find it odd that sometimes all of the Arena Net people just disappear?

I put in a 11 hour day at the office. I’m posting from home now. Come on, be reasonable, friend!

Oh no, I’m not upset with you! I just find it odd that they have you doing everything. Doesn’t hardly seem fair to all parties involved.

Oh no worries. We all chip in an try to help out. We have 24/7 moderation, but at this time we don’t have 24/7 in terms of staff members who are able to respond.

Thanks for understanding.

painkiller.4738:

Does anyone else find it odd that sometimes all of the Arena Net people just disappear?

I put in a 11 hour day at the office. I’m posting from home now. Come on, be reasonable, friend!

Ralsti.2147:

I have a 3 day suspension for “defrauding someone of in-game items, currency, or services.”
I have not even played with other players in GW2 yet. I have not traded with anyone, I have only partied with a RL friend ONCE. I don’t understand how I could have possibly defrauded someone, and have NO idea why I have been suspended. Character name is Chronic Abuse.

Hey there. I recommend you immediately file a ticket. That’s an odd one to be related to an account hack, but it’s good for you to file. Even if the suspension expires, I think you’ll feel better knowing what happened.

JonasX.6045:

well as said, the longer you drag, the players will slowly give up and drop the game for something new.

painkiller, hope we get to play it soon

That is precisely what we do NOT want to happen, which is why a lot of time, money, and effort is being spent on this problem. As it should!

I’m tracking a couple of things and hope to know more soon about the 30 August ticket, in particular.

painkiller.4738:

GaileGray.9587:

Jonas — if you didn’t do it, the team will get it sorted. If you did, sorry, you’ll remain banned. And that ticket appears to be just a few minutes old, so please be patient.

painkiller — have you updated your ticket lately? To include all the info mentioned in the sticky post at the top of this forum? The reason I ask is I’m worried the ticket has been mis-queued, and if you update that could get fixed.

Gaile, as I have said many times, I updated it with the system that you instated on the 2nd, however, I no longer have access to any of my accounts, playable or support, to update the ticket further. That is one of the most frustrating things about this. There is literally nothing more I can do. It is in your hands, please fix this as soon as possible. It is coming up on 8 days. Ticket Number – 120830-007345

Can’t you update via email? It’s the way most people do it.

Questbott.1257:

Im using my sons account for [pongy.1960]
Hacked Saturday morning
120901-007934 01/09/2012
120902-008755 02/09/2012
120905-002730 05/09/2012

I’m not sure where 72 hours came into this, but the team is expanding, training new people, and working very hard on these issues. I recommend you update your oldest ticket and close the other two. Multiple/duplicate tickets are one of the reasons that people are waiting so long. They do not speed your resolution, they slow it.

SirLagAlot.8049:

I’m starting a GW2 Fan Site, and I was wondering if we are allowed to advertise it in-game as long as it is not spammed?

What would you be advertising, your fansite? Mentioned once in a while in chat, with no profit motivations (like ads to sell gold shudder) and you’re ok. But do it once in a while, not frequently or people will resent it and report for spamming.

Jonas — if you didn’t do it, the team will get it sorted. If you did, sorry, you’ll remain banned. And that ticket appears to be just a few minutes old, so please be patient.

painkiller — have you updated your ticket lately? To include all the info mentioned in the sticky post at the top of this forum? The reason I ask is I’m worried the ticket has been mis-queued, and if you update that could get fixed.

Are you guys seriously not getting any sort of explanation? No message of a reason? Because every message I see say a reason for the account closure.

Ok, way, way over the top. You have the answer. Closed.

bowlin.4693:

I don’t think we want to know what we said to get banned (Or atleast I don’t need to). I can understand how my racial slurs were taken offensively but I think we’d all rather have a warning rather than a ban right off the bat without getting a slap on the wrist first. It’s easier on yourselves and the player to get a slap on the wrist first, for the first offense, then a ban if or when they continue to misbehave. Obviously with this “automated” system of 3-14 day bans you’re just getting people upset and inconveniencing players for a first offense. I get the fact Arena net wants a nice community, but banning for first offenses is not the way to do it. Yes it does smack the player hard and tell them you mean business but it probably also makes players leave and gives a “harsh” name for the game.

TL;DR, Message us a warning before you ban us. Please.

Right. We have a lot of people who need help, but we should dedicate people to hand-holding with giving warnings? Really? The warning comes through the User Agreement, the Rules of Conduct, and the Conduct Breaches and Outcomes. Become familiar with them and the problem is solved.