Guild Wars 2

In all of this, the fact is you made an error and the support team will help you.

There’s no evidence that accounts are being stolen from us. They’re being stolen from individuals through use of harvested account credentials.

But I agree with you: We need more and better ways for our players to reach us. And we need a way to speed up our responses. We’re working on both….which I realize is not a completely (or perhaps even remotely) satisfactory answer when you’re waiting, but is the truth nonetheless.

Oh, you can’t report this in the game, it really needs a ticket. In-game reports are for bugs, and this is an account-based issue, so it requires personal handling from a support agent.

Sorry for this inconvenience, and we will make it right for you! (Thanks for your support of the game, as well.)

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.

HyosoHojin.9014:

Would really like some ArenaNet support on this. Thank you for your time.

I 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.

Your friend submitted a ticket today, and it will be addressed as soon as possible.

I scan the email link VERY carefully before I click, but yes, we do sometimes send things out as The Guild Wars 2 Team. Keep in mind that anyone can put any name in their “sender” profile, so use caution when clicking links in any inbound email.

The first thing I wonder when I hear about “code in use” issues is “Where was the game purchased?” There could be an issue, but it could be that the code was distributed more than once. Do you have that info?

We have team members working on a lot of issues, from hacked accounts to linking issues to everything in between. The main focus is hacked accounts, it’s true, but the other issues are definitely on the radar as well.

We instituted account restorations in fall of last year. (See the Guild Wars Support Forums for more info.) We do not currently have the ability to conduct a restoration, but we have the data and could — after research and verification — conduct the restoration later. I think the first thing is to get back on the account and enjoy the game. But certainly if someone wishes to discuss an account restoration the team is happy to do so.

Pringles.5192:

I have my CE box, but don’t want to open it for the serial code. I totally forgot that this would happen because I used that account mainly for closed beta and early access. I bought a digital copy for this, but have played 50+ hours on the CE account and don’t want to start over. I know it is my fault, but can you guys please move my character(s) to my digital copy? It would mean a lot if you guys cared enough to fix my problem.

I have some characters on my digital copy, but are only lvl 4-6. Should I delete them now so transfer is easier?

We cannot transfer characters from one account to another. If you’re playing on a CE Pre-Purchase code, I believe you need to open the box to add the retail key. (Sorry if I’m not understanding the question.)

Al Zheimer.2305:

If there’s a final code inside the box, why is Arena Net saying that people who pre-ordered the Collector’s Edition “must go back to the retailer to get the final code” ?

According to Arena Net’s post, only pre-purchasers of the CE got a definitive code (but there was no pre-purchase option for the CE from this retailer, only pre-order).

Please read this detailed post to understand better.

Agents are involved with all types of issues. Hacked accounts are a priority, but they are not the only focus.

Your ticket is one day old. Please understand that it will be necessary to ask for understanding while the team staffs up, gets trained, and tackles issues that preceded yours.

SiX.4807:

My friend asked me to post on his behalf since he still doesn’t have access to his account. He generated a ticket (120903-012975, 120905-000445) after he was denied access to his account subsequent to receiving first an email with a password change request and then an email account change notification from Arenanet. Anything you can do to help would be greatly appreciated.

Thank you.

The team will help him, but this happened a couple of days ago and some people have waited longer. We’re trying to get to to everyone very quickly, and with new team members, we’re training as quickly as possible and hope to have even more resolved in the coming days. We just need to ask for a bit more patience, please.

crazyguy.3675:

Thanks for the info, it seems i’ve done it correctly this time. Created a new with the date and ref# and closed the other ticket I had.

I hope this gets looked at faster.

Baringo.1734:

I closed my redirecting ticket to my older ticket. But i kept my 9 day old german support ticket open as i think/hope/guess that i may get an answer someday.

But i also made a “new” ticket (3 days old) with the english support as i can priorize tickets there with tags (Hacked account) which is impossible with the german support… so no i won’t close that ticket :P

orca.1806:

I closed out my additional tickets as per this post. Please don’t be steering me in the wrong direction, Gaile =/

ONEone.4823:

lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…

Kirjon.8612:

Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?

Can each of you give me your 12-digit incident or ticket number (or numbers)? Please post them in your post above, when possible, to add to the thread. Thank you.

Alderex.4389:

My friend has his accounted hacked so I am posting for him.
If I submitted a ticket for a hacked account using http://en.support.guildwars2.com/app/account/support/ will that be prioritized like other hacked accounts? I just now saw that you say to use http://en.support.guildwars2.com/app/ask/ according to the link here,
Should I submit another ticket using the Ask A Question and refer to my old one in the subject, or should the one I reported under login issues be ok? I know that https://forum-en.gw2archive.eu/forum/support/account/Info-on-Old-Unresolved-Tickets says not to make a duplicate ticket.

Thanks

Either is fine, it’s the same system. Thanks for asking so we could clarify.

Sinclair.3106:

What the …. i have no account support but i filled the form and send it.
Don’t tell me that this is why i receive response in my mail but i am still banned ? oO

No, that is not why. You do not need to have a support account to get help! (What’s your ticket number?)

Dahgoth.4617:

Thank you GaileGray very much!
I have 1 more question: do I need to provide additional data about purchasing the game?

What sort of information do you mean? If you provide your serial code, your username, your display name — the things in my first post in this thread — you’re ok.

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!

Zuruck.1896:

Bought a copy of game for wife on 8/29, we went through the account creation process via a serial purchased from best buy, never got a an account/confirmation email and the trying to reenter serial just says it is already in use. Also, it also never appeared in junk folders etc.

it’s been sitting since 8/29. Please help.

Reference# is 120831-004430

I think it would help if you updated your ticket and added the other information on the post above. The username and the CD key are very helpful, but if you provide more, it’s even better. Thanks!

This isn’t an account issue, so please hold on until we have other forums up and you can ask there.

Taking a look at this now.

According to the records, there was a violation for racist chat. If your account was hacked, then perhaps the hacker was the one who was offensive. As the agent who wrote you this afternoon said, they’re investigating.

Alexixiv.4582:

I simply want to know if there have been any resolutions for accounts that have the serial key applied to the wrong email address but still linked to the same ncsoft account?
Is there a solution or am I holding my breath for nothing and all these tickets are just collecting dust?

ticket numbers:
120901-018012
120905-001491

The focus right now is on hacked accounts and other major issues. Linking issues are individual cases, and we do want to and will take care of them, but there may be a bit more time before the team can do so.

Thank you for your comments, Jee. I suggest that everyone in this thread read the thoughts and suggestions that Jee has shared — they have much value.

sean.6058:

Hey everyone, I recently deleted my level 32 Guardian by accident. I wasn’t paying attention and meant to delete a different character. But anyways, this was my main that I’ve been playing since the 3 day headstart and I’d really like to be able to get it back. Is there any way that a restoration (just this once) can be used on my account? I understand that people who got their accounts hacked have account restorations, so could the same tools be applied to my account?

Thanks

People who got hacked are getting their accounts reinstated, not restored. There’s a difference in that those who were hacked are not “rolled back.” Or at least they are not rolled back at the present time. (We will have this sort of functionality at a later date, but if policy carries from Guild Wars to Guild Wars 2, it will be used only for account compromises and not for user errors like deleting a character – where there are two safeguards to prevent accidental deletion – or accidental sales of items, etc.

Account restorations take time to research, for the protection of other players and the economy as a whole, so we are likely to use them only in specific types of incidents. And by the way, a restoration applies to the entire account, not a single character or a specific item.

If you guys give me the character name, I’ll post what you said.

Demigod.7516:

Do I need to make a new support account. I have one that I created because my account got hacked. I got it back but I am banned. I updated the original ticket but haven’t gotten a response since. Is this because I need to make a new account?

I think you’ll be just fine. You can open your email and update your ticket with new info, if you wish.

Noobless.8592:

So? We dont get any warning for getting a first mark? Just a 14 day ban suddenly? why not a 3 day ban.. :S Im pretty sure it was once or twice I said the n word with my friends and in unharmful way but why the 14 days seriously its SO harsh :/
Ticket number : 120904005098

I believe you misunderstood. The first mark is 3 days. The second mark can be 14 days. If you have the first mark and get another in a relatively short period of time, the system automatically increases the suspension to 14 days.

Merged the threads, and it has been reported to our live team. They’re on the case!

Please update your ticket to explain what happened. Sorry about the mixup!

Looking into this. I know sometimes transactions take a few minutes to show up — like you use gold to purchase something and need to wait a bit to get the item. (Try logging out and logging back in, sometimes that helps.)

But in case we have an issue, we’ll look into these reports.

I just checked with the team about this, because a 2-week suspension for offensive behavior or language is highly unusual. I mean really unusual. What the team tells me is that it’s likely that those who have a two-week time-out got caught up in more than one incident and they amassed a second mark on their account, as listed in the RoC but more clearly outlined in the Conduct Breaches and Outcomes document.

And don’t worry, if 10 people report you for the same issue, you will only receive one suspension period. Which means that those who have an escalated suspension were involved in multiple incidents, not multiple reports of the same incident.

Wow, this is frustrating for you guys, and I sympathize. We’ll look into this further.

I totally understand your frustration, I really do. I hope you will be able to hold on a bit, though, because we’ve come up with some solutions just this morning that will address a lot of the larger issues, or which will make huge inroads into response times.

And hey, you know what? This isn’t an issue with your account! Not sure if you got the wrong message or what, but the timeframe you gave is exactly aligned with the current server outage that the team is working on furiously. So it’s not just you and your guildies, it’s everyone, and it’ll be resolved in real short order.

ONEone.4823:

lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…

Can you try and let me know? I don’t know the answer to that question! If you’ve submitted a new ticket, it’s ok, we’ll get to it, but if you can update the older one, that’s good, too. (And I’d like to know the answer, honestly.)

Demigod.7516:

We don’t update the title correct?

If you have a vague subject line, it can’t hurt to make it more specific: “Hacked Account” or “Log-in Issues.” No need to change, but you can if you wish.

Kirjon.8612:

Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?

No worries. This was on us, and we’ll continue to address them properly, even if they are dupes.

Hey guys,

To let you know how seriously we take these things, we had three meetings before Noon today and we’ve come up with some really good ways to address a lot of the larger issues. Please hang tight — I do believe you will see traction on this in a very short timeframe, in many cases today!

Our Customer Support Team is working diligently to resolve unanswered tickets.

In a previous Game Status Update, we suggested that players with an older, unresolved ticket about a hacked account or blocked login issue should submit a new ticket to get their issue correctly prioritized. However, in retrospect, that suggestion was an error. Players should not submit duplicate tickets, but should update their EXISTING ticket. This is a different procedure than we had messaged earlier, and we apologize for any confusion this may cause.

If you have submitted a ticket and have not received a response, please make certain that you have provided a clear and accurate description of the issue that you are facing. If you would like to update your ticket for clarity or to provide more identifying information, simply update in the Support interface or respond to the most recent emailed copy you received and include as much of this information as possible:

• Your GW2 Username
• Your serial code
• A character name, if any
• A detailed description of the issue that you’re experiencing
• Any error code that you are getting

Please also make certain that you have closed out any additional tickets that you may have created about the same issue to expedite your response.

Thank you for your help!

Roxy.7261:

Hi Gaile,

Could you please let me know ( and others ) whether or not if a support representative are able to transfer a serial code from one account to another? My original post was moved to ’ players awaiting help ’ thread but it was not confirmed whether or not it is doable.

I mean, I really do hope it’s possible since I’ve spent additional real money on my account towards gems… I would also like to keep that account since I really like my character name.

Some linking can be done, yes. It’s really dependent on the situation and how things are set up, but I would encourage you to submit a ticket and request assistance. Now, what that may mean is that one code is disabled and the accounts are merged — say a Headstart Access code along with a retail code. So I would suggest you not create characters on both accounts, because as far as I see it, it would not be possible to merge the two existing accounts, but rather to use one as a starting point and enable it for access to the game (like sort of an existing account with a new serial code added).

I hope that makes sense. It’s a little late and I may be having a case of “fuzzy thinking.”

painkiller.4738:

Gaile, we really appreciate you all opening the support forum for us. It really helps getting to actually get a response. However, since this morning, I have been unable to log into my support account that has been shut down to do anything to help on my side, and to get the appropriate ticket numbers. The only one I have is 120830-007345 which I opened on 8-30. I have only recieved the original automated response, and would appreciate some notification of if it is being taken care of. Thank your team for us for getting to this, and we will do our best to remain patient.

Definitely read up a couple and follow those steps as outlined by Mike O’Brien. We want to help you!

Roxy.7261:

GaileGray.9587:

Taiance.6213:

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

Around the clock, 24/7, with many agents brought on in multiple offices. My team alone is growing my four this week. That shows you how seriously we take this issue.

What do you mean by ’ growing my four ’ ?

cough Typo. “growing BY four.”

GaileGray.9587:

Taiance.6213:

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

Around the clock, 24/7, with many agents brought on in multiple offices. My team alone is growing by four this week. That shows you how seriously we take this issue.

All of those who are awaiting help, please heed this message from Mike O’Brien, posted tonight:

“We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Blocking Login – Ticket submitted <date> – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket."

Yavi.4038:

My account was banned for supposedly buying gold. I have never done such an action in this game or any other game for that matter. I was banned late on August 31st, and immediately put in a support ticket, as I knew I had done nothing wrong. Now, my account may have been hacked, although I am almost 100% certain that it was not as my passwords are very secure for both my GW2 account and my email account, also both are different. I have followed everything you guys have said about petitions so they would be prioritized properly and still, have not received a response. Going by your nightly updates, I should have also already been dealt with, and I have not.

Your PR people on reddit say that you guys investigate every individual ban thoroughly and I challenge that statement, as my account is banned and I am 100% certain I did nothing wrong. I’ve read all of your Rules of Conduct, User Agreement, Naming Policy and Conduct Breaches and Outcomes documents and I am sure I did not break or even come close to breaking any such of the rules mentioned in these documents. I am so confident that I don’t think any of my actions could have even been mistaken for a breach.

I’ve been waiting over 5 days now, and I would just like a response or my account back. I’ve tried calling NCsoft, NCsoft Korea, and ArenaNet headquarters all without luck. If there is a number I should be calling specifically for this, I would happy call in and talk to a representative.

I am very unhappy with the customer service, being ignored on twitter (not only me, 100’s of others are also being ignored), faceBook, and so far, the support section of the website. I think I speak for all of us in the same situation when I say, we just want our accounts back.

To premise all of this, I also bought GEMS from your in game store, $10 worth. Within minutes of spending these gems, I did not receive what I had purchased in game, so I petitioned about that, and still no response for that either. Then I traded the rest of my gems for gold, via the in game gem trading service. Almost immediately afterwards was when I was banned. So apparently buying gems, spending money on your game, is against the rules? That’s just bad business.

My original ticket # is 120901-005175, which was submitted late August 31st my time. I’ve since added two more tickets, one following the Hacked Account procedure, and then 1 more yesterday when you guys said anyone that still hadn’t been answered that submitted tickets before Sept 1st should resubmit following a certain procedure, which I followed.

Please help me get my account back. Not being able to play for over 5 days when I’ve done nothing wrong is just unacceptable.

As Mike O’Brien wrote today: "We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Blocking Login – Ticket submitted <date> – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket."

As Mike O’Brien wrote today: "We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Blocking Login – Ticket submitted <date> – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket."

We’re concerned about this, too. It’s a pernicious problem, and irritating! We hope to have remedies for this soon.

Felgen.7305:

I logged on today 5/09/2012 at 2:20pm and whilst logging in, a error happened saying I was issued a perma ban for breaching the user agreement and/or rules of conduct. I have only play this game occasionally due to my university commitments and am only level 12 so im not rich. I usually play whilst using skype with my 3 friends that play as well and don’t speak in trade or world or map chat. Also 2 of my friends have had problems first was the karma weapons and his was banned and was given back within 4 days and the other my friends was actually hacked and he was told this.

I am just wondering if i can get my account back and what was the actual reason for this ban.

It sounds as if a hacker got ahold of your account credentials through a stolen database — another game, forum, email accounts, etc — and then stole your account. Please submit a support ticket — support.guildwars2.com, then “Ask a Question” — and the team will help you.

Halmo.8619:

I got a 3 day ban too, and I am off school this week and start next week. Sucks.. I know I got banned for offensive language but it’s kinda dumb that you get no warning or anything and first time you get a 3 day ban for something as small as offensive language when they have a language filter for a reason and the game is rated T for teen.

The language filter is not intended as a “License to Swear.”

The warnings you request are here, in the form of Rules of Conduct and the User Agreement, which every player accepts before playing the game.

zechsword.1946:

On the first pre-launch day (25th of August), I thought it wise to purchase 2800 gems at $35, and obtain 3 character slots (800 gems each, total of 2400 gems). When the gems were obtained, I went through with the transaction, and sold the remaining 400 gems for gold in the market. When I logged off to character select to create my three new characters, I discovered that one of those transactions did not go through, yet I was charged the 800 gems for the slot never received.

I have already sent in a ticket regarding this issue, but have only had the generic “here is a list of problems you might be encountering” response, and have had no response since my update a few days ago. Any ideas on how I could either:

A) Receive my already paid for character slot.

or

B) Be reimbursed the 800 gems I spent and received nothing for.

I’m holding out on purchasing anymore gems until this is fixed.

Otherwise, amazing game, keep up the good work guys!

We definitely will fix this! I am moving to the Gem Store thread (and hoping you will see this). The team is eyeing the thread and will work on getting this issue addressed.