Thanks for these updates. I believe a team member is preparing a few notes to post, so there may be some troubleshooting steps you can try as per the upcoming suggestions.
now i’m able to play since the last pach and i’ve also used the new TP but there is an horrible lag and i’ve crushed after a bit :\
Could you try again? We had a brief outage of the Gem Store and that could have caused the problem you experienced. Sorry for the inconvenience, and I hope you’ll be able to report back that all is well.
This is still very much at the forefront of the team’s efforts. It’s good to know that some players have experienced a resolution of the issue with today’s build. We’ll post more info and, perhaps, some work-around steps as they become available.
Go to the “Materials” section of your bank, the miniatures have their own section after all the crafting materials. To add the mini to your wardrobe for use by all characters on the account, withdraw it, then right-click the mini in your inventory and select “Add to Wardrobe.” This will consume the mini and add it to your wardrobe.
(You will probably need to do this for each character.)
Hello, Valderon. I closed the thread, believing that your questions had been addressed. That’s an efficiency step to reduce time spent rereading threads time and time again once the resolution seems posted. Once the answer is given, it’s closed.
I apologize that in this case you had continued questions, so I’ll leave this open in case you have more to ask.
Thanks to Jeffrey for providing the valuable information he’s been able to give on this oft-asked question.
We just identified an issue and a few players did not receive the correct refund. We’re so sorry! We’ll get that corrected as soon as possible. (Please allow until tomorrow, just in case it’s something that requires extra time.)
Thanks for asking about this, and again, we’re sorry for the mix-up.
This seems to happen a lot (it took a longer amount of time to get my WvW rewards from Season 2, for instance, and now I haven’t gotten the refund for this). I’m curious, is it just very difficult to send out things such as rewards or refunds on a massive scale?
In a word, yes. Because of the way we do it, essentially “manually” it is complicated, and that has a way of influencing the number of issues that may arise. In the long term we hope to have a different means of such distributions, but in the short term, the team does the best it can to get everything properly aligned, and to quickly react to and correct any shortfalls or errors.
Having said that, I have a strong suspicion you will not wait more than another day for everything to be corrected in terms of the Commander tag refunds. I am not promising that, but I’m merely making a personal prediction that they will be done quickly. I hope that’s of some help to you.
We just identified an issue and a few players did not receive the correct refund. We’re so sorry! We’ll get that corrected as soon as possible. (Please allow until tomorrow, just in case it’s something that requires extra time.)
Thanks for asking about this, and again, we’re sorry for the mix-up.
Sinister — clearly you knew you were using offensive language in your forum post, and of course a moderator removed it. If your lack of restraint is mirrored by a similar lack of restraint in the game — and unfortunately it’s clear your game account history is spotted, at best — then you really need to get on board our rules, because otherwise the account will be blocked again and again and/or terminated. And neither you nor we want that to happen, but it’s really your choice, and I hope you will… choose wisely.
We just did a live build. Could you please check and see if the issue is corrected for you?
Any info you can provide, whether the same error message/assertion/log or a different one, would be very useful! (By that I mean, could you please provide it in a new post, so we can track this?)
Hopefully, a whole lot of you are A-OK now! And thanks for your continued patience!
I will look into that, because I’m more familiar with the “You may log in in XXX hours” messaging. However, that may not occur for some types of suspensions, so I’ll need to inquire.
So glad that everything is sorted out for you! The devs told me the fix might go out with the build, and I’m glad you guys can proudly sport your spiffy title!
First, remember – if there is a timer, you are not “banned.” The word “Ban” means a permanent account termination. If you see a timer, then your account was suspended, not terminated.
You should see the timer when you attempt to log into the game. If you do not see it, then perhaps the suspension was changed and the account truly is terminated. I cannot say for sure, but you’re welcome to submit a ticket to find out more.
I agree that Player-helping-Players would be a very good forum for this input. Alternately, Guild Wars 2 Discussion would work. Remember — the forums are read daily by dev team members, so input is seen.
Because this isn’t strictly speaking an account issue, I’ll close.
Correct. For those who purchased and consumed more than three (that is, 4 or more) Commander Compendiums, a refund will have been automatically processed this morning.
Well I had a total of 8 commanders before the patch(I know I’m crazy XD). so far I got 100 refund in a single mail in-game.
Will wait some more in case they send every 100g separately.
I think in your case you might wish to submit a ticket, since I don’t think there will be waves of distribution and if the numbers don’t align, we’ll want to look into the matter for you.
The dev team is tracking this down both internally and externally. They currently have a possible fix that is in testing, but we don’t have an ETA for that quite yet.
This issue is a very high priority and quite a few members of the team are focusing on correcting it as soon as possible.
We give refunds when it’s fair and appropriate to do so. There must be policies that guide refunds, of course. As a real-world example: you can’t wear a pair of jeans for two years, take them back, and expect a full refund or a brand new pair of jeans. Sure the jeans “don’t work as they did originally” but you had the use of them for two years!
Questions of this nature are directly related to one, single account. And as such, they can be answered only by a Customer Support representative, because no forum member would have the ability to review the account, purchase history, ownership verification, etc.
If you want to know the answer of “Can I get a refund for [insert something here]” please always address that question to Customer Support by clicking “Support” at the top of this page and then clicking the “Submit a request” option.
I hope it all sorts out for you guys. I understand the policy and how things work, but I do also understand that you’d like to use some of your old names, too, so I do hope things get settled well for all concerned.
(The names that prompt an account termination — and a termination would be very rare! — would remain disabled. At least that is my fervent hope!)
There are some pretty detailed articles about security and authentication on our Knowledge Base. Please go to our Support site — https://help.guildwars2.com/home — and input “Security” or “Authentication” into the search engine bar near the center of the page. I think they will help you a lot.
There are a few threads in the Tech forum related to this issue, and that’s where we’d post an update, so I would suggest you post in one of those threads, choosing the one that relates to the issue you’re experiencing, for there are a few inter-related but different issues. Thanks.
I’m sorry that the system was frustrating to you, and I admit, I’ve had my share of disgruntlement about it, too. The fact is, though, that the measure of not reusing has been proved to be quite an effective element in account security, so it seems worthwhile to embrace it.
It’s been awhile since I’ve bought gems and I was curious if Paypal Credit (original Bill Me Later) still works with Guild Wars 2.
Hi there. I’m sorry that I don’t know the answer to that. But I think that you might be able to get more information about that by posting in the Black Lion Trading Company Forum, since there are more players over there who can share their experiences with various credit providers.
Yes, there is a way to gift a copy of Guild Wars 2. The steps that blue outlined are accurate:
Purchase the game through the in-game store
Upon receive of your purchase confirmation e-mail, relay that intact (with serial code unused) to your intended gift recipient. (Hint: Check the recipient e-mail address carefully.)
Your gifted friend or family member creates the account with the serial code that you sent him or her.
Your minis do not automatically get moved to the wardrobe. They should be exactly where you left them (either in your inventory, storage, or collectable storage).
That is precisely true. I think the suggestions above, and where to check, make sense, since folks can be forgetful and might not remember the mini’s location or might believe the system was shifting things automatically.
Thanks, EC. I did a small edit on my post to include the info you provided.
I have a feeling that the minis didn’t disappear but simply are not where you’re looking.
Minis now have a whole new home of their own in your Hero Window, like your weapon skins. Are they there? Are they in an individual character’s inventory/bags? Keep in mind they don’t move on their own, so you’ll want to check around.
Here’s a suggestion: Check each and every character (because the char may have been displaying the mini), each and every bag/briefcase/bookshelf/storage device , and then each and every tab of your Bank, particularly the Collectibles tab. Minis you had previously stored in Collectibles are still there and need to be taken out before they can be account bound in the Mini Collection window.
Consider, too, if you may have deleted a character that had a mini in inventory. Those minis, just like any other items on a character, do go away upon deletion.
This happens from time to time. What happens is someone hacks an account and then uses it for bad stuff (advertising gold sales, hacking more accounts, etc.) When the real owner regains access, the account may still have been flagged for closure.
No problem! We are familiar with this issue and the team can fix it after they’ve verified a few things with your girlfriend.
Thanks for the details that you are providing — they are very helpful. Our programmers are continuing to look into the issues and we’re hoping for a resolution soon.
Several developers are looking into this now. Thank you for trying the suggestions above, and for reporting back. It’s very helpful when we get this sort of immediate feedback, and the devs are on the case!
For efficiency’s sake, I’ve merged a few threads about launcher issues into this single thread. If you’re experiencing issues with the launcher, you are welcome to post here.
Thanks for your patience while we look into the matter.
This means that you have engaged in unacceptable chat, offensive behavior, or something else that results in an account suspension. You need to wait for the suspension to end; the team will not reduce the period of a suspension.
You have submitted two tickets. I have closed the one and you will receive a response in the first that you submitted.
Please do not submit duplicate tickets
Also, I amended your title from “terminated permanent” to “suspended” because the message you are getting suggests a timeframe, meaning the account is not permanently terminated.
Each case is reviewed individually, so posting here to make a statement saying that something can or cannot be done isn’t really a helpful act, and therefore I ask that you not make what may be perceived as a general policy statement.
Our CS Team makes an effort to help every player, but individual situations can influence the outcome of a particular request. For example, someone may post to complain that he was not helped, when in fact his post did not include the critical information that he was given the same service previously and we’re unable to grant repeated “re-dos.” If that player made a forum post saying “CS won’t help anyone with this” that statement would not be accurate because the individual player’s outcome was dependent on the exact circumstances related to a personal account and its account history.
860217 – Resolved.
879281 – Resolved.
876539 – In queue for review in Ticket 868860.
759011 – Final Response: You received a response from the Forums Team.
844939 – Final Response: As the account owner has been told, this account is in disputed ownership due to a lack of personal security measures. More than a dozen tickets have been submitted from various people and this matter is closed.
IMPORTANT NOTES:
Do not ask for a review of someone else’s ticket unless you know that person. Culling random comments from other forums or social media is not appropriate.
Always include a ticket number in your request.
Responses flagged as “Final Response” will not be reviewed again.
Please do not submit duplicate tickets for the same situation. Instead, please update your ticket by simply responding to the most recent e-mail that has the existing ticket number in the subject line.
Please do not post in multiple threads on the forums asking for assistance.
If you believe your e-mail may have been compromised, submit a new ticket from a new, secure e-mail account and include the old ticket number in the subject line. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.
860217 – Resolved.
879281 – Resolved.
876539 – In queue for review in Ticket 868860.
759011 – Final Response: You received a response from the Forums Team.
844939 – Final Response: As the account owner has been told, this account is in disputed ownership due to a lack of personal security measures. More than a dozen tickets have been submitted from various people and this matter is closed.
It’s a relief to see this. I admit this with trepidation, but I always have this nagging fear that my thousands of hours in play will eventually net me a ban, just for some exploit I didn’t realize was an exploit, or something else. It’s nice to see that it won’t come without warning.
And of course you’re always welcome to discuss the matter in a support ticket if you’re in doubt about something. Rest assured, too, that in the very unlikely event that your account were inaccurately flagged — and again, that’s a very, very rare situation — the team will react as quickly as possible to your ticket.
But I agree with you that having warnings for certain activities is a good thing.
I am sorry that you are having issues! I really believe that this requires a careful, individual investigation by a support agent. So please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, which will create a ticket within the support system. If you do not know some of the information requested, leave the field blank. However, there are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted. Once you’ve done that, the CS Team should be able to help you.
I am sorry, but the forums is not the place to get these sorts of answers. Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, which will create a ticket within the support system. If you do not know some of the information requested, leave the field blank. However, there are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted. Once you’ve done that, the CS Team should be able to help you.
If there is no response that shows forward movement in 3 full days, you may post in the Tickets for Review thread, as mentioned above. Remember the process of examining this could take more than 3 days, but that’s sort a market we set so that we don’t get a lot of review requests for tickets that already are solved.
I’ve merged the two threads you created, but you deleted your initial post, so this is probably quite confusing to forum members.
The e-mail that your friend received is the one that we send to the old e-mail address when someone has changed the log-in name (Account Name / E-mail address) to a new one.
This indicates your friend’s account has been compromised and he needs to submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option.
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The fact is, though, that the measure of not reusing has been proved to be quite an effective element in account security, so it seems worthwhile to embrace it.
, and then each and every tab of your Bank, particularly the Collectibles tab. Minis you had previously stored in Collectibles are still there and need to be taken out before they can be account bound in the Mini Collection window.
What happens is someone hacks an account and then uses it for bad stuff (advertising gold sales, hacking more accounts, etc.) When the real owner regains access, the account may still have been flagged for closure.