Guild Wars 2

Please read tonight’s update: http://wiki.guildwars2.com/wiki/Game_status_updates on how to refresh the issue, if needed, so that Support can help.

Xenra.4328:

I am not sure which forum area would be best for this but I am pretty sure my Sylvari warrior just accidented her greatsword into parts. It was using the unique sword skin from the Sylvari story and would really have loved to continued using the model as I leveled. Is there anything I can do for this I would easily sacrifice a great deal to get the model back. I loved that sword…

Thanks for any feedback.

Right now, as of tonight, we don’t have the tools to do “restorations” or “roll backs” or anything of that nature. That is not at all to say we won’t be able to do them — just not tonight.

We have, in the past, used restorations only for account compromises and not for things like user error. (Much as I sympathize — I’ve done that too! )

Let me try to get some idea of how we’ll handle these issues, but off the top of my head I wonder if we can do restorations for matters of this sort. Support does a lot of investigation in each restoration, to verify the incident, to make sure the economy is not damaged by the restoration, and so forth. If a Support agent were involved every time someone did a mis-click, that could be a lot of agents every day. Again, I’m not stating policy — I’m merely saying I will try to find out how we can handle these in the future.

Demigod.7516:

Who unbans accounts Gaile?

Support unbans. Here’s the bit: The account is restored, but if there were infractions on it, then sometimes they appear after the reinstatement, getting people in a bit of a loop.

Update the ticket and the team will get this resolved. Apologies for the extra wait!

This is not an account issue. Closing thread and you can repost in a more appropriate forums when it opens.

Tyrraeth.8765:

First, thank you for bringing the support forums online (!!).

Now for the novel:
8/27 – I was suspended. I had no idea why. Googled for five minutes, saw rumors of hacking attempts and promptly changed all my passwords (guild wars, email, etc). Checked my email for signs of compromise – clean. Scanned PC for virus/malware – Clean. Submitted a support ticket (120828-003070) to ask why I was banned. Two or three days later, launcher ban messaged was changed to “Permanently banned for advertising an inappropriate site”. Well, I know full well I didn’t do that…so, I updated my ticket to reflect it.
9/3 – read on wiki that “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…”
Did so (120904-002099) with all info as outlined in status post and links thereon.

Is there any chance at all that I can have someone look at this? I’ve really tried to be patient, but…8 days… end of my rope, etc. Please have a look at the tickets – willing to provide whatever else you need to get this one moving.

Thanks.

Thank you for reading and heeding today’s update on how to deal with older tickets. I do believe you will hear soon!

Shigbone.2784:

Bellok.4180:

What is the point of the profanity filter, and /ignore user if they are just going to ban the perpetrators anyways? I just looks like a good way to cheese off customers into playing some other game.

This is what I was wondering at first, but I sorta understand that light swearing is appropriate if not spammed and if people don’t want to see that then they can filter it, I guess what Anet wants is for all your swearing rants to go on inside guild/party/whisper chats and not in the general public or /say.

Thanks for that. Yes, the team isn’t going to jump on someone for a slip of the tongue. But there’s a low tolerance for the truly nasty stuff: the hate speech, the racist comments, the repeated swearing. Honestly, we’re gamers too, and we try to exercise a good level of fairness in blocks.

(And as I said earlier in my responses, I’d like to see the 12-digit incidents numbers of those blocked for two weeks. Do be aware that if you give me that, and I see you did something deserving of that length of suspension, I will post it on the forum. So… choose wisely. )

Shigbone.2784:

This also happened to me… I don’t understand it at all. I’ve been trying to contact support for the last 4 days and all I got was an automated response that said “Chat offenses are ban-able for 3 (Three!) days.”

All I want to do is play the game I payed for, I had no idea ArenaNet was so strict with this stuff but I would have perfectly accepted the 3 days as a warning, because I understand my language was inappropriate, but 14 days is a bit excessive especially because it happened like 3 minutes after I said what I said.

Please — your 12-digit incident number (from your ticket) ? Thanks.

TOTO.3175:

I got banned 2 weeks for inappropriate language on my first strike, seems extremely legit, after all.

I saw people being racist, being banned 3 days.
I have seen people calling other peoplekitten and spamming it, being banned 3 days.
I have seen people scamming and insulting, being banned 3 days.
I have seen myself insulting people, being banned 3 days.

Sincerely.

It is really unusual to have this happen. Can you please give me your ticket number so I can investigate? Thanks.

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.

caravos.1895:

After playing some of the pre start I tried to log on the morning of the 28th to find my account had been terminated for gold selling/item buying or associated with it. I have raised a few tickets and even received a reply that my ticket is getting processed on the 30th its now the 5th and still no action has take place. Now I paid £50 to play this game and for some wild accusation of gold selling I have been banned permanently, for me this is just theft of my £50 as no one seems to want to provide me with proof or assist me. I know the team is probably snowed under with the start but hey I paid my £50 so I think I should get a bit of one of there times to sort out my issue.

Carl..

You need to provide the ticket numbers, please. And please, please only file ONE ticket in the future.

laersect.3794:

Her ticket would be: 120902-017047

She was hacked a couple weeks prior, and although her account had been supposedly returned to her possession after she changed her Email and the like, she still cannot access it. She’s had her ticket open for about a week now, with no reply.

Not to be rude, but isn’t a week enough? She’s really distraught, and doesn’t even know what state her account is in.

The ticket is two days old. If there are others — if she filed several — we need all those numbers, please.

Shigbone.2784:

Is this right? I would have learned enough if it was just 3 days, but 14? I know my actions were wrong, but why so long?

I literally got an automated response email when I opened a ticket saying exactly this: “If your account is blocked for a chat offense, the account is given a three-day suspension.” Nothing about possibly being more, or 14 days; just three (3) days. Please explain? Thanks.

If you need help, please post in the sticky post with your ticket number. Thanks.

Bellok.4180:

You know what? This is America we should say whatever the heck we want. What is the point of block, or the profanity filter if they are just going to ban people anyways? It just looks like a good way to cheese people away from this game.

It’s a global game, and “Freedom of Speech” refers to the containment of the U.S. government’s constraint of free speech. Please let’s not go there with “say what you want” concepts on private servers in a Teen-rated game intended for an international audience. Thanks.

Just to clarify, we don’t have the capacity to reinstate characters right now. This is something we take really seriously, we are gathering the data, and we’ll be able to offer this service in the future.

Sorry I wasn’t clear earlier!

This thread is intended for you to use to follow up on support issues that have been filed with support but have not been resolved in three days or more or, perhaps, tickets about which you have continuing questions.

Please allow the team time to resolve issues before posting here, so don’t submit a ticket and post, but rather follow-up if the ticket needs a review after it’s been in the queues for five four three days or more.

Run Amok.9205:

Just a quick tip to help protect yourself from hackers. Create a brand new email address with a strong password (preferably a password you don’t use for anything else) and use that to login to the game with.

Use the address ONLY for GW2 and don’t share it with anyone.

Your level of protection has now increased significantly.

Great advice. We’ve been saying it for yeeeearssss.

Zenfield.2193:

is there a way to look up your serial number you used from the game once you have used it during the digital delux account creation?

Check for the email that we send you (if you purchased from us).

Spawn.3690:

So my GW1 account is locked due to a hacker hijacking it and ANet taking measures to make sure my account was safe. First off, thank you ANet; secondly, I’d very much appreciate it if my account was unlocked so I could finish more of my legacy.

Thank you.

Please contact Guild Wars Support: http://guildwars.com/support/

fortunae.4169:

I was kicked from my server about half an hour ago and hit with a permaban. I’ve submitted a ticket with full details but, ultimately, have done nothing to breach the user agreement or rules of conduct. There are no unauthorised login attempts showing on my account, though I’ve now changed my password just to be on the safe side.

Whilst I do appreciate that spammers etc. need to be shut down as quickly as possible, and have reported two or three myself this evening, it does seem a tad heavy-handed to ban a player who spent fifty quid on a game a couple of days ago with neither rhyme or reason..

While the logs may not show you a compromise, I believe that is what happened here, and that compromise prompted a “security lock” on your account. Go ahead and file a ticket, please, so the team can help you resecure your account and then reinstate you.

Rain.2681:

GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?

If you know the password, you can reset to a new one. You cannot retrieve, it is true. If there’s an issue with resetting (when you know the old password) then please wait for help from the team.

Xionaz.7065:

Here is the ticket: [—-001:000305:32512—-]

That is not a valid ticket number, sorry.

Delphyne.8091:

I wish they’d give us information on what site was breached so that we could take appropriate action :/

You can search the Internet and get a hundred different sites, games, forums, and companies that have had security breaches. We cannot tell where the hackers stole someone’s credentials. We can only tell that they did, which is why they were able to steal the account.

coltpython.1260:

I accidently activated my retail key to a brand new account, ( coltpython.1260 ) instead of my initial account (to which i activated my pre-order code).

i don’t want to start over my characters/server world/character names. All i want to do is transfer my Retail Key over from this mistakenly created account to my original account.

Ive already created a ticket but its been well over 7 days now with no reply. should take no more than 5 minutes. ive provided proof of everything in my ticket as well.

120903-001353

Thanks in advance!

Daniel

You need to wait for the team to help you fix this issue. Moving to the Linking merged thread.

Chino.8743:

My friend hasnt been able to login to his account at all since the day he pre-purchased the game which was on 08/25/12 and he is unable to play due to issue. In the begining it was saying he was getting error 9 but when the headstart was over it still doesnt let him log onto the game. He has read through all the error posts and followed instructions but none of that worked for him. It is also saying that the serial code you have entered is already in use when he tried to go back to the email. Now it isnt giving him the error 9 either and is saying you have not entered a serial code to our account and the grace period has ended. Here is his 12-digit Incident Number: 120825-010119

Your friend provided the information that the team needed just yesterday. (I’m reviewing the ticket.) I think that he does not have a valid retail serial code, but rather a pre-purchase or pre-order code to which he needs to add the retail code.

However, I’ll let an agent respond for certain.

Here’s what I think happened. Your account was compromised and used to advertise gold sales. Sometimes this happens, someone boots off the hacker, but the account still gets blocked as a security measure (while we figure out who was using it to advertise).

We’re working on this. In the meantime, if you got an email asking you to update if you had not been helped, please respond to that saying you still need help. Mike O’Brien’s update tonight on the Guild Wars Wiki will give you some helpful info on this.

Elsefyre.1924:

Already have and was given a generic reply (automatic/computer generated). I have a feeling that I will wait a month or two til my issue will be resolved (if even at all). Thought to take a jab at the forums so that other people experiencing this will know that they are not alone and so we can form a circle of *feels.

*Feels – is used to describe a plethora of mood dampening emotions.

I have to say this one is pretty unusual, but I appreciate the effort. And thanks for submitting the ticket. What’s your 12-digit number?

You guys are awesome — thank you for ALL those details!

I’ve made the Gem Store folks aware of this thread, and they will be able to dig into these cases as time allows.

Thanks again.

painkiller.4738:

There were several different levels of Pre-purchase, and two of them came with 72 hours of pre-play time for slightly more money than the regular purchase price that came with 24 hours of pre-play time.

There was no difference in the cost of Pre-Purchase as opposed to Pre-Order. One was a full commitment to buy, as opposed to a deposit, but it did not involve a higher cost.

We currently do not have an Account Restoration Service. This is definitely something we intend to offer in the future, but with regret we cannot do this at the present time.

As to the matter of an account being “banned” after restoration, I can assure you that if you contact Support, they will help you. The account may have been acted upon because the hacker was doing something wrong – like advertising a gold-selling site – but one you’re back on the account that suspension will be lifted.

tayet.9751:

I keep seing posts where Gaile tells people to reset their password

unless its only for me it tells me that its unavailable

You can change your password if you know it. Recovery has been disabled. Sorry for the confusion.

Can you please update your ticket to describe this situation? The team will do their best to help.

Ikaoz.9042:

I am really in need of some help. Last week my account was hacked. You guys were able to recover my account perfectly fine; however, upon attempting to log in, I receive a message saying that my account has been perma-banned. I submitted a ticket last week with no response. Am I really responsible for the actions that the hacker made on my account?

If your account was hacked, we’ll be able to determine that in researching the ticket that you submit. You then would not be held responsible for the misbehavior of the hacker.

If you can update your older ticket, that would help a lot. Otherwise, please make a new one and the team will help you.

I really appreciate the tone in this thread. Thank you for understanding that our priority right now is getting folks back on their accounts. We will get to your issue as soon as possible, and are sorry for the inconvenience involved in not getting those HoM credits immediately.

Again, thanks for the patience — it’s much appreciated!

We do not currently have the ability to conduct Account Restorations. That is definitely something we want to offer in the future, but it’s not possible now.

Clank — can he not reset the password again on his own?

Please contact Support — support.guildwars2.com — and use “Ask a Question” to submit a ticket. An agent will help you get your account back.

MrEMan.1730:

While I appreciate you have a huge backlog of support items and the headstart wasn’t as smooth as could have been.

My request seemed simple enough… link my accounts so I could use my character names and have access to the HOM stuff.

I have done everything on the FAQ and as the instructions suggest have
supplied my Guild Wars username and my GW2 Key.

I am still receiving the message stating that “A server error has been encountered". I know the details are correct.

I did receive a message which was basically check the FAQ with a link that didn’t work.
What do I need to do to get this sorted?

Regards

I am sorry for the delay. Have you read this post and followed the instructions? (Apologies if you have, just want to be thorough.)

If you followed those instructions, did you update your ticket when you got an emailed update? If yes to both, may I have yoru 12-digit Incident Number?

Everyone:

This is a serious issue, and we’re sorry you’re having this problem. Can you edit your post to include your ticket number, please?

Sangrivane.4360:

Alot of people seem to have this issue. I started playing on August 25 as part of head start. I have not been able to purchase gems successfully with credit card or via paypal in 9 days. I keep getting “Approval Failed” when I used a credit card. I contacted my credit card company and they said they are not seeing charge requests come through. I am assuming the problem is on the ArenaNet end. I submitted a ticket 6 days ago (120904-009?313) and have not heard anything on this. One person on the guildwars2guru forums said they were told their account had a purchase restriction on their account but was never told why. The purchase restriction was lifted and they were able to purchase gems.

In any event, I want to purchase gems with my credit card and it has been incredibly frustrating not being able to do so. Please help!

That is not a valid ticket number. Could you please update? Also, did you submit multiple tickets?

We do not have the capacity to reinstate character or “roll back” accounts.

It sounds as if your account was compromised. Please change your password immediately. Better still, please visit the Hacked Account KB Article for more information.

We have looked at this carefully, and we just don’t see an issue with this. Sometimes it’s your junk mail filter, spam filter, even your ISP or your virus protection.

Please check the Knowledge Base article here with instructions on how to get help. If you have submitted a ticket it will be answered as soon as possible.

Keep in mind the team can disable your authentication, but then you’re unprotected, so you need to think that one through and determine how best to proceed.

If you are awaiting a response from Support about your compromised (hacked) account, please know that this is the team’s top priority and an agent will respond to you as soon as possible.

• Please do not submit duplicates tickets.
• Please do make sure your ticket includes all the information requested here.
• Please do change your password, and do it again if the agent suggests you do so after he/she has helped you regain access to your account.

Thank you for your patience. I will merge threads about this topic into this thread to keep things organized.

orca.1806:

He has submitted three tickets relating to his account being hacked by gold sellers, and has only received one response about something entirely unrelated. The ticket numbers are as follows: 120831-017385, 120903-008371, 120904-010682. No account access since the 31st, and your wiki said everyone who has submitted a ticket before the 1st has been helped. Please escalate and respond to these tickets.

That’s one of the problems. Sending three tickets is delaying his response. The team will assist him after the tickets are reviewed and merged. I cannot give a timeframe at present.

We do not have the capacity to give you another book. The team is working on CE items right now and that may address your issue.

Now that I understand the timeframe of the deletion and recreation attempt, it is possible there’s a name glitch. With compromised accounts as our priority, we need to ask for extra patience with this, but it will be reviewed!

Thanks for the extra details!

Please read the daily update from Mike O’Brien, ArenaNet President, on the Guild Wars Wiki. You’ll find out that would-be hackers are doing this to try to find accounts to steal using credentials they stole from other games or sites.

Link: http://wiki.guildwars2.com/wiki/Game_status_updates/Archive_1

You should have received an automatic answer immediately. You should also have received an email that gave you an update and asked you to refresh your ticket (through the one that you received) if you still needed help.

Please open your ticket and make sure that it includes all the info posted here so that the team can help you more quickly.

Hi,

While I appreciate that this is an important issue to you, I hope you will understand and agree that helping people with compromised accounts or other game-breaking issues is and must be our priority.

Further, at this time Customer Support does not have a means to adjust your Influence. We’re sorry, but it’s simply not something that we can do.

If you are awaiting a response from Support about your compromised (hacked) account, please know that this is the team’s top priority and an agent will respond to you as soon as possible.

If you are awaiting help on another issue, please understand that helping players who were victimized by hackers is our top priority, even while we are working around the block to help everyone with every legitimate issue.

To help Support help you:

• Please do not submit duplicate tickets.
• Please do make sure your ticket includes all the information requested here.
• If you were hacked, or think you may be under scrutiny as a potential victim, please do change your password, and do it again if the agent suggests you do so after he/she has helped you regain access to your account.

Thank you for your patience. I will merge threads about this topic into this thread to keep things organized.