Guild Wars 2

Please change your password immediately. Please do not respond to the emails, delete them without following any links. The links are from us, but someone is “pinging” your account to try to steal it.

Contact Support if you find you were compromised. Best of luck!

Learn more here: http://wiki.guildwars2.com/wiki/Game_status_updates/Archive_1

In order to delete the Rytlock, you have to read the warning and, after that, confirm you really want to delete the character. So there are safeguards in place to prevent the accidental deletion of this one-time item.

Having said that, the team is looking at other ways to address this player concern. If you have submitted a ticket about this, you will be in the queue, and when there is a remedy you will be assisted.

Thank you for your patience.

That is a very irritating issue! We are working on a means to address this and you can expect to see that very soon.

Albee.3521:

Good day. I’d like to follow up in my refund request as the game doesn’t properly work on my computer…

We definitely will assist you with this refund. Our team is working around the clock to get people into the game — many of them innocent victims of account compromises where a hacker uses externally-acquired credentials to steal the account. However, we appreciate that you’d like your issue handled, as well, and ask for a little more patience as it is processed.

I am sorry, but if the name was taken during a period when you were inactive — between deletion and recreation of a same-named character — we cannot restore “ownership” of the name to your account.

We allow a 24-hour period where the name is reserved when a character is deleted and the new one is made. Log-in issues or other situations should not impact names, since most people delete and recreate within a few minutes. In any regard, it would be difficult to justify taking a name away from someone else when it was available “in the name pool” at the time s/he made the character.

Posts about issues related to linking accounts, or making an error in linking and needing assistance, should be posted here.

Please understand that we’re focusing mostly on account reinstatements for those who were innocent victims of account hacks, but the team will get you the help you need.

Hi there,

First, the ticket was created four days ago, not six.

Secondly, I am looking at your ticket. It appears that you mis-clicked and purchased the wrong armor. While I appreciate that you would like assistance, this is not something that we can correct for you.

This thread is designed to answer questions from people who deleted their Collector’s Edition items and would like replacements.

Please note that there are two safeguards against this:

1. The player is warned to remove all valuable items from the character before deletion
2. The player is required to type in the entire name of the character, to avoid a “mis-click”

Having said that, we do understand that some players were not aware that items like the Miniature Rytlock were given as one per account, and not one per every character. The developers are looking at this issue and hope to have a remedy in place soon.

I will merge threads about this topic to keep things aligned.

If you have questions or concerns about your Hall of Monuments rewards, please post in this thread.

If you have tried to make a purchase in the Gem Store and have experienced issues, please post in this thread. Kindly include your 12-digit Incident Number in your post.

Thank you!

We’d like to try to keep all questions and concerns about the Black Lion Trading Company, Gem Store, and Trading Post in the same place. To that end, I’ve written up a large FAQ about these features with contributions from Curtis Johnson (our “guru” about all things to do with this subject) and Jason Smalling (QA team member). I will lock the thread, post the FAQ below, and encourage you to post your questions and concerns in the Black Lion Trading Company Forum.

BLACK LION TRADING COMPANY / GEM STORE / TRADING POST FAQ

The “Buy Gems” process doesn’t work for me through the Gem Store (Wiki link: http://wiki.guildwars2.com/wiki/Gem_Store.

First double-check your gem balance in game to see if the gems have been added. If not there could be a few reasons for this:

1. The Gem Store may be in maintenance mode. The “Buy Gems” and “Redeem Code” buttons will be inactive but this is a normal part of the maintenance process and will clear up soon.
   Suggestion: Check Twitter — https://twitter.com/guildwars2 -- for news about the maintenance period. (You do not need to have a Twitter account to read our feed.) Please wait a few hours and try again.
2. Your CC provider may not have processed the purchase on their end.
   Suggestion: Check your CC records to see if a purchase was finalized. Note: CC’s occasionally put a proposed transaction into a “holding pattern” so look for only the fully-processed purchases.
3. For all other problems purchasing gems, please contact Support to investigate further.

I spent gems at the Black Lion Trading Company and I didn’t get my item. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post#List_of_Black_Lion_Trading_Post)

We suggest you try the following:

1. Are you certain you completed the transaction?
   Suggestion: Check your gems balance or view your gem purchase history on the right-hand side of the home page of the Gem Store. The purchase may not have processed at all, in which case you can initiate the purchase again.
2. Gem purchased items are delivered through in-game mail. Do you have too many mails in your mailbox?
   Suggestion: Try clearing some items from your mailbox to see if more mail “appears.” This indicates you have mail that can’t be delivered because the mailbox is full.
3. Have you checked your characters to see if you retrieved the item with a specific character?
   Suggestion: Check the inventory of each character and not the general inventory, alone.
4. For all other problems, please contact Support to investigate further.

I made a trade through the Trading Post and I didn’t get my item(s).

First and foremost, you will find a lot of valuable information, tips, and suggestions in the Trading Post section of the official Guild Wars 2 Wiki. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post). Beyond that, here are a few pointers:

1. Did you create a buy order instead of making an instant purchase?
   Suggestion: Go to the TP and see if you have any active buy orders on the “My Transactions” page. Cancel the buy order and make an instant trade instead, keeping in mind that you must offer the appropriate price to complete a purchase.
2. Are you conducting a large number of transactions?
   Suggestion: You may need to retrieve some of your purchases.
3. Did you check your account bank?
   Suggestion: If the TP is unable to deliver currency to a specific character it will deliver it to your account bank, so check that, too.
4. Are you considering TP fees?
   Suggestion: Please note that there is non-refundable posting fee of 5% for each item you offer to sell and a sales fee of 10% that is removed from profits before the seller is paid for his/her item.

How to get help:

For help with all of these situations, we recommend you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please include any relevant information, such as your operating system, your PC specs, and firewall info. Support will be able to look into your purchase attempt and help resolve the issue you have experienced.

Before you submit your ticket, you might try clearing your cache by using the following steps:

1. Close Guild Wars 2.
2. Click the Windows start button.
3. Search for temp
4. Find any gw2cache folders and delete them.

For tips on what information to provide in a ticket—mostly intended to ensure that you own the account (for security reasons)—please read this post and provide as much as possible to expedite the ticket.

There are several questions about those who took advantage of the Karma Weapons exploit and when their appeals will be addressed. Please be aware that these appeals will be reviewed and answered, but we’re focusing the majority of our efforts on helping compromised players get back into the game.

These issues will be addressed as soon as possible.

I am going to merge the various tickets on this subject to keep things tidy.

Forum members, please note: If you do not see your post, it may have been moved or merged into an existing thread. This is particularly true if you’re posting about Error codes—which often get moved to Technical Support—or about account issues—which naturally get moved to The Support Issues Forum.

Most bug reports are in the correct place: Right here in the Bug Forum. But if you cannot locate your post or a post you’ve been following, look in the merged threads (often in the sticky section) and check the other forums.

Thanks.

Please note: If you do not see your post, it may have been moved or merged into an existing thread. This is particularly true if you’re posting about bugs—which often get moved to Bug Forum—or about individual account issues—which naturally get moved to the Account Issues Forum.

Conversely, if you post about a technical issue in the account or bug forum, it may be moved here.

The best advice is this: Before worrying that your post has been deleted, do look for the merged threads (often merged in the sticky section) in this forum, and do check the other forums.

Thanks.

Forum members — please take note: If you do not see a post you made or were following, that post may have been moved or merged into an existing thread.

For instance:

• Posts about specific error codes or gameplay issues usually will get moved to the Technical Support Forum.
• Posts about game bugs generally will be moved to the Bug Report Forum.

This Account Issues Forum is designed to accommodate and answer posts about issues related to your game account. So, if you posted a new thread in this forum and now cannot find your post, please:

1. Look in the sticky threads here in this forum to see if it was merged into an existing thread about account issues, or,
2. Check for your post in the Technical Support or Bug Report Forums, again perhaps in a merged thread on the subject.
3. Alternately, click your name to the right of any post you’ve made, and then review your recent posting history to find the moved thread.

Our Support Team can help you with many issues. You can expedite the help that you receive by providing certain details when you contact the team, such as the following:

• Your GW2 Username
• Your GW2 Display Name
• 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 note: This is sensitive information that should not be posted on the forum, but only be provided through tickets.

Also, please note: Using a descriptive title will speed your response. Putting “Access issue” or “Hacked account” is so much better than “Help” or “Need Support.”

You can submit a ticket by visiting the Support link at the top of this page and then clicking “Submit a request” in the upper right-hand section of that linked page.

Tickets about technical support issues and bug reports need different info. I have posted in those forums about related information needs.

If you need to add additional information to you ticket, do not create a new ticket, but instead update your ticket through the interface.

Ticket queues are running about 24-48 hours, so please do not ask for a follow-up on your ticket unless it is at least 3 days old. You can request a follow-up on this forum, in the Tickets for Review thread. Thanks for understanding.