Guild Wars 2

Player.8373:

All the names are not shamable , people on the screenshot are getting killed by the (invisble) hacker. The screenshot is about the logs. As I have said in the text above the player is invisble can t be targeted and will read out as unkown.

Ok, “can’t be targeted” leads me to believe you cannot select, even if you just randomly poke around the map trying to locate the player. Correct?

Player.8373:

Hi Arenanet,

Why is this hacker on the Far Shiverpeaks (eu) server not taken down?
People are mass reporting him, but still he isn t banned?
WHY?

I would love to hear your respond on this.

Screenshot shows he is called in the logs as Unkown and is perma stealthed.

Question: Are you able to find this player and select in order to report in the game? The reason I ask is that reports from the game go instantly to our team of report reviewers, giving them game info that may enable them to actually see this player. So again, are you able to report at all through the in-game mechanism? (Once I know if it is possible, I can alert our observers to watch for such reports.)

I appreciate the information provided in this thread about security issues, and how to better secure one’s account. Thank all of you for your positive input.

As for the questions about multiple hacks, let’s consider: Once your e-mail is hacked, you’re in a whole world of hurt, and yes, that hacking may give the hacker all the information he/she needs to try to claim your account. I am right now writing a policy and practice e-mail to our CS Manager to address the concerns expressed in this thread. (Quotes, liberal use of highlights, and suggestions ensue!)

But because I see quite a lot of finger-pointing, and some denial of ownership of an issue that, generally, is outside our control, I feel it’s best to close this thread. I hope you understand this is not “brushing a problem under the carpet” but instead is gleaning valuable input, researching ways to use that input, and yet not letting the forums become a flashpoint for accusation and misinformation.

biofrog.1568:

I would only ask that there be some disambiguation from the yellow/gold message that we see in Squad messages.

Despite my desire to remove the non-commander commanders from the game, It would be all far too easy for someone to see a commander tag, join their squad, then send a squad message along the lines of “You have received an infraction for…”.

This is an excellent point. I will look into the colors, but I’m told they are substantially different.

I’d also like to say that someone sending that sort of message would be guilty of impersonation of an ArenaNet employee, a serious offense. I just responded to a ticket yesterday where someone was sending those sorts of fake messages, so yes, sadly, people are foolish enough to pull that sort of nonsense. (He argued. I pointed out that saying “We will terminate your account” is definitely and positively impersonation, particularly coupled with a name that is intended to imply official status. ~rolls eyes at silliness~)

If you believe someone has impersonated an ArenaNet staff member, report it immediately. Select the player and, because we don’t have an “impersonation” option in our in-game report system, choose “offensive chat.” If you’re really concerned about it, submit a ticket with the exact name of the impersonator, the map, the time and your time zone, and the date.

Impersonation is a very serious infraction, and we’ll take swift and direct action on those who do it. I would hope that our players are intelligent enough to believe that it would not be worth risking their entire game history and their account, in perpetuity, in order to get a few random giggles from a fake message. If they fail to realize that, they soon will.

MithranArkanere.8957:

Gaile Gray.6029:

[…]

I dream — DREAM, I tell you — of the Return of Dhuum™ with his Awesome Scythe of Banning© action.

However, on the serious side, I should reiterate that the warnings will come in private chat (whispers) and will not be visible to others. So this is a confidential system that warns, without sending any sort of public message, verbal or visual.

I say we go to Godslost swam and try to devise a ritual to bring him back. It’s unlikely he ever got destroyed, but just sealed, as you can’t kill ‘death itself’. Now that Zhaitan has been defeated, Death-attuned magic is not being constantly sucked anymore out of the ambient and so it should be possible to strengthen entities attuned to it like Dhuum or Grenth. Once we have the ritual, we wait until Halloween when the borders between Tyria and the Mists are weker and boon: Ban-scyther.

I like the way you think.

Truga.5897:

Gaile Gray.6029:

• Any mention of “Freedom of Speech”

Hello, Gaile. I think you’ll like this: http://xkcd.com/1357/ (especially the alt text)

~snicker~

DunkinFresh.9678:

It seems you possess a very particular set of skills…

Anyway, can you please clarify for me- offensive chat?

We all slip occasionally, dropping a s- or f-. Is this okay as long as it isn’t malicious, excessive, or discriminatory?

Hmmm… It seems that anything I say here might be taken as an Outline for How to Get By With Swearing.

But in the spirit in which the question was asked, and in a general sense, we are all gamers, and we all understand the occasional “slip of the tongue.” Dropping a Naughty Word Bomb can be overlooked from time to time, it all depends on the circumstances, whether it was targeted or not, and exactly what was said.

Clearly, “Oh #(*%^, we lost” is entirely different than “You are a #*% @)%$&-ing @O%&(^.” Not just because of the increase in words, but because it’s directed at an individual.

My best suggestion: Think before speaking. It’s really that simple. If you can’t say it at work, in school, or around your sainted Aunt Bessie, you should resist saying it public channels. And to predict the question, yes, we’re more lenient in what is said in Guild Chat, as long as those listening are ok with it and do not report it. Reported offensive chat via any in-game medium is reviewed and has the potential for being acted upon.

Hope that information helps.

Errant Venture.9371:

Gaile Gray.6029:

Sorin.4310:

How detailed will these warnings be? Will it be more like “you need to stop what you are doing.” or more like "At ##:## you started “doing such” and is in violation due to “such rule”, or somewhere in between?

Will we be able to respond to the GM’s comment, assuming we are polite and courteous?

Let’s face it. If you’re engaging in a disallowed activity, you know it. So the message may be specific or it may be a little more generic, but in the end, we believe it’s a kindness to let you know “You’re doing something right now that needs to stop.” (As far as I know, the warnings will not come later, they’ll be at the time of the disallowed activity.)

No, you may not enter into a dialogue with the GM. You may, of course, contact Customer Support, which is what the message will direct you to do if you have questions.

Hopefully, players will be smart enough to recognize what they were doing and not try to engage in a huge exchange defending their misbehavior or arguing against a friendly warning. We have a lot of players with legitimate issues we’d like to help, rather than trying to quell a “No, i didn’t do it” or “But is that precisely wrong, or is it your fault?” sorts of discussions.

Any chance of having this policy enforced retroactively? I know I’ve got a couple friends whose accounts were terminated for the 2012 snowflake incident and they never got a warning/temporary suspension =(

None whatsoever. To go back and review thousands of suspensions to determine if they would have received a warning at the time, coupled with the impossibility of knowing if the warned player would have stopped the exploitative action takes such a retroactive review off the table completely.

Lytalm.5673:

Gaile Gray.6029:

No worries, we don’t rely on screenshots. We have a trump card: game logs, and they cannot be altered or fudged for personal reasons by someone trying to grief another player.

I’m wondering Gaile, what does the game logs consist? Replayable footage of an instance? Message, combat log? Other information on written form? I’m just curious : 3

I think it would be best for me to decline to get into specifics on this subject. Suffice to say, we know your shoe size.

who want blood.8765:

would be awesome to see the old ‘dhuum’ killing players who have infracted policies be a visual reminder to other players that offences will not be taken lightly….but thats just me

I dream — DREAM, I tell you — of the Return of Dhuum™ with his Awesome Scythe of Banning© action.

However, on the serious side, I should reiterate that the warnings will come in private chat (whispers) and will not be visible to others. So this is a confidential system that warns, without sending any sort of public message, verbal or visual.

runeblade.7514:

Day 5, I hope I get it resolved before the sale is over.

I looked up your ticket and it was routed to our provider. They should be able to resolve this soon. Feel free to post in the Tickets for Review Thread if you don’t hear by tomorrow Noon Pacific time.

Eight O Eight. Goodness, you’ve been so good about following up, I’m SO sorry you’re having these issues. This sounds like a very odd case, and it’s good to pursue those. I will share your comments and the one ticket number with our team to see if we can do more to help!

As I said previously, we’re sorry you were hacked, and especially sorry that you were hacked multiple times. But it’s clear, as others have pointed out, that this is not an issue with ArenaNet security (or we would have hundreds or thousands of tickets and threads). This truly is issue with your personal security.

If you chose to leave our game, I will be sorry. Our team will try to help you with suggestions about security. In fact, we have a new article in our Knowledge Base that may help: https://help.guildwars2.com/entries/97399393-Security-Software And yes, for goodness sake, please read my comments here: https://forum-en.gw2archive.eu/forum/support/account/Hacked-Account-52/first#post4341343

Wishing you all the best.

You know, I’d rather be asked for authorization every time than risk an account theft even one single time. I do understand it’s a bit of an inconvenience, but I consider it a bit of “security insurance” on my account.

In addition, the system usually learns your range of dynamic IPs and over time, the number of authentication requests may drop.

Bitstream.2341:

Thanks for the help. I’ve gone ahead and done that.

Glad this sorted out for you, and welcome to Guild Wars 2!

I am glad you were reinstated. Errors happen, and we address them as quickly as possible. Our sincere apologies!

Anyone who might be in a similar situation can certainly submit a ticket to discuss the situation. Errors are rare, but no group is error free, so we’re willing to discuss.

Dreamslayer.7659:

Gaile Gray.6029:

Dan.4398:

Quick question: These golden whispers will they be blocked from players view if the chat box settings are on don’t show whispers and game messages or are they considered something else?
I don’t plan on ever getting one hopefully but i would still like to know.

If someone has turned off whispers, then I believe that player will not get the warning. This is the player’s choice, of course. We will not make a different or additional effort to contact the player. Again, the warning is a courtesy, and whether (1) a player puts her- or himself in a situation that earns a warning, and (2) blocks whispers, is entirely the choice of the player.

May I humbly suggest you consider some sort of screen print message in large font and some godly thunder / reverb.

That some may be turned from their wicked ways and resume the path of righteousness – or at least harmlessness.

I could have SO much fun with this! For instance, I totally want to record a “Turn away from the Dark Side” message. Or maybe “This is a warning. Go forth and sin no more.” Or “You are standing on the edge of an abyss. Step away! Take the path of non-cheatiness!!”

Ok, I should stop now.

Meletios.7319:

Hello everyone!

My in game warrior character is “Isis Linea”. Today, someone in the lion’s arch misunderstood the name Isis and was thinking that refers to that recently “bad organization” and i want to prevent you and people of Arena Net from this misunderstanding. The name “Isis” is responding to the goddess in Ancient Egypt, goddess of health, marriage and love. I like this name so much and don’t want people getting confused. If that not helps, tell me please to change that name to something else cause i don’t want to get banned with this little misunderstanding even if that means i have to pay 800 gems for changing my character’s name. Thank you. Have a nice day!

PS: Source “Isis”: http://en.wikipedia.org/wiki/Isis

Hi there. It’s sad that such a nice name is currently a little on the touchy side. But we would not censor that name, and if an agent accidentally did so, we’d uncensor it and allow its use. “Isis” is different than “ISIS” and we can certainly appreciate that distinction.

Thank you for the courtesy of this inquiry.

Dan.4398:

Quick question: These golden whispers will they be blocked from players view if the chat box settings are on don’t show whispers and game messages or are they considered something else?
I don’t plan on ever getting one hopefully but i would still like to know.

If someone has turned off whispers, then I believe that player will not get the warning. This is the player’s choice, of course. We will not make a different or additional effort to contact the player. Again, the warning is a courtesy, and whether (1) a player puts her- or himself in a situation that earns a warning, and (2) blocks whispers, is entirely the choice of the player.

Sorin.4310:

How detailed will these warnings be? Will it be more like “you need to stop what you are doing.” or more like "At ##:## you started “doing such” and is in violation due to “such rule”, or somewhere in between?

Will we be able to respond to the GM’s comment, assuming we are polite and courteous?

Let’s face it. If you’re engaging in a disallowed activity, you know it. So the message may be specific or it may be a little more generic, but in the end, we believe it’s a kindness to let you know “You’re doing something right now that needs to stop.” (As far as I know, the warnings will not come later, they’ll be at the time of the disallowed activity.)

No, you may not enter into a dialogue with the GM. You may, of course, contact Customer Support, which is what the message will direct you to do if you have questions.

Hopefully, players will be smart enough to recognize what they were doing and not try to engage in a huge exchange defending their misbehavior or arguing against a friendly warning. We have a lot of players with legitimate issues we’d like to help, rather than trying to quell a “No, i didn’t do it” or “But is that precisely wrong, or is it your fault?” sorts of discussions.

ConfusedDave.4271:

I really want one of those Bows :-)

Sorry, it’s mine all mine and I’m not sharin’!

Deified.7520:

I’d heavily advise the GMs to take pictures of the incident BEFORE the whisper. It’s amazing how someone’s actions/attitude will change when a GM whispers them. This is just so that if the person in question goes to a social media page and tries to start drama, the GM’s/Anet have a picture of what they were doing wrong before they were contacted.

No worries, we don’t rely on screenshots. We have a trump card: game logs, and they cannot be altered or fudged for personal reasons by someone trying to grief another player.

eekzie.5640:

On a serious note, nice to see this happening

I think so, too!

Nkuvu.2570:

Will the whispers be recorded internally, amassing marks (as you state it)?

For example, I do something stupid and GM Bob whispers me saying “oi, knock it off.” I stop, then return the next day or the next week and start doing the same something stupid again. Will GM Suzy know that GM Bob already warned me about it?

(disclaimer: Any resemblance to actual GM names is purely coincidental and unintentional)

We’re not giving warnings for chat violations, but yes, chat reports are amassed and over time can impact one’s account. We will keep account notes for instances when a warning is given for other sorts of infractions, so yes, our fictional Suzy and Bob will know the account’s history.

I agree, the other forum would be best for this — either one of those suggested.

I will close this thread and you may post in the other forum. Good luck!

In the past, we’ve made it clear that GMs (aka Customer Support agents) would not send players in-game warnings. Today, we’re going to start giving warnings in specific cases. This will not involve a lot of hand-holding, “second chances,” and do-overs. But please note this important information:

If you get a whisper in gold text, pay heed. This is a official warning and you need to immediately rethink what you’re doing. Once warned, if you continue what you’re doing, you risk an account suspension, even an account termination.

This new policy does not imply that everyone will get a warning. If you use offensive chat, you will be suspended or amass another mark towards suspension. If you cheat, your account is headed on a one-way trip to Termination Territory. But for certain infractions, we’re going to try warnings to see if we can “pull players away from the abyss” and allow them to continue playing our game.

The idea of password protection in intriguing, but I wanted to say that from my perspective, and I’ve been looking at support issues since 2004, there is no guarantees with any system.

How does a guild bank get pilfered? Here are a few ways:

• Guild member gets hacked and the thief sashays into the bank using his/her victim’s guild bank access in order to loot the bank.
• Guild member shares an account and the second person strips the bank. Never share accounts.
• Guild member resells his account and gives access to an unknown person. Never resell accounts; never buy used accounts.
• Guild member steps away from his unsecured computer and is victim of The Evil Little Brother Syndrome™.
• Guild member gets a key-logger or Trojan which, if you think about it, also would give a hacker access to the guild bank password.
• Unscrupulous person joins guild, gets bank access, strips the guild and takes off for high ground.

Guild Banks are a marvelous thing, but in the end, the guild must be very careful about who has access and must be fair enough to realize that items stolen can be sold, traded, even given to innocent people, so the thought of “chasing the items and gold” is not feasible or fair. The idea of simply duplicating the items and gold and handing them to the guild could be extremely harmful to the game economy as a whole.

Bottom line (expressed with complete sympathy for victims): Own your security.

WhiteWolf.2374:

Gaile Gray.6029:

runeblade.7514:

3rd day of not being able to buy gems.

Well rats! Our provider did put through a change and according to records, they believe they corrected the issue for everyone affected by the bug. Therefore, I think what you’re running into is an individual issue, so I encourage you to submit a ticket to allow an agent to help you.

Just wanted to let you know that I’m able to purchase gems with my CC.
The Providers change did work for me Thanks Gaile and your tech team for the help

Awesome, WhiteWolf. And thanks for your continued support. (Yeah, I remember you, as I remember a lot of the other people in this thread, and we appreciate all of you so much!)

Eight O Eight.8257:

I don’t have those ticket numbers any longer.

Edit: I was able to dig into some recovered deleted emails and found this: Request #744128

Thanks, that allowed me to look into this. The last I see is that one of our top agents looked into this extensively and was baffled. You sent us an image (screenshot) of the error message, which is something that PayPal requested. In mid-July, our agent asked if you had contacted PayPal to ask them for their input on this problem.

Trust me: I’m not trying to pass the buck here, but it seems — from reviewing the ticket — that we’re sort of stymied, and that the next point of contact should be PayPal. They appear to have told us there’s no issue, but if you can’t purchase, using their system, I have to say I’d be submitting a support ticket to them to find out what gives.

If I’m misunderstanding any of this, please forgive me. It’s late, and I might not have read correctly. But the basic question is: Have you contacted PayPal? If so, what did they say? Think we could get a copy of that ticket correspondence?

I have flagged one post for removal because it’s inflammatory and non-contributory. I feel that I need to present some information on this topic for those posting in or reading this thread.

There are quite a few accounts that require very careful review because more than one person is claiming ownership. The fact that unscrupulous people have access to information that allows them to claim an account they did not buy isn’t something that we can control. We can, however, try to help you deal with this issue. But that takes time, and that’s why these cases are taking longer than normal.

Because each case is different, because the compromise of your personal information is such a sensitive subject, and because posting your understandably-biased opinion about what should be done as opposed to what reasonably can be done is in conflict with the Forum Code of Conduct, I suggest you restrict your conversation to your support ticket and discuss the matter with an agent (or more than one agent) in order to get these things sorted.

If you feel that the outcome of a ticket needs review, post the number and a brief, neutral post in the Tickets for Review thread. There, and only there, please.

I am closing this thread and asking you to be patient and to try to understand the limitations of how much we can do for you, in cases where someone had breached your personal security. These are not game-related issues, per se, in that we have no control over your personal security. However, do be assured we’ll do the very best we can to help you.

Sorry to hear this, Eight O Eight. I’d like to review your tickets. Could you please provide those numbers?

Please do not post about this again. You’ve used the forums on multiple occasions to vent, and that truly needs to halt. I fully understand that you’re not happy that you were declined your third restoration. But honestly…

In a rhetorical sense — that means I do not want or need an answer — I must wonder what you feel is the proper response. To endlessly invest our team member’s time and efforts in resolving issues over which we have no control? To restore an account repeatedly, thereby potentially duplicating the items on it, which impacts the game economy as a whole? To offer re-do after re-do, with no assurance that measures will ever address the root cause, which lies, again, outside our control?

The issues that you are experiencing are far greater than simply the compromise of a game account. You are experiencing continued and repeated security issues on your end. And we are very, very sorry that you’re having these challenges and our team has helped you each time to regain access, and has given you not just one but two account restorations. We’ve also offered advice on how to address the problem on your end, where it exists.

However, while we very much want to help our players — and do so many times an hour — at some point, it’s only prudent, fair, and reasonable to say that we no longer can reverse the effects of those external, personal security issues.

Thank you for sharing your experiences and insight, Nessarose. I am sure it will be helpful to others.

BG — Rest assure, the process of resetting a password or user name is different that you thought, so please be reassured about that.

Glad everything sorted out ok for you. Thanks for the update.

runeblade.7514:

3rd day of not being able to buy gems.

Well rats! Our provider did put through a change and according to records, they believe they corrected the issue for everyone affected by the bug. Therefore, I think what you’re running into is an individual issue, so I encourage you to submit a ticket to allow an agent to help you.

If you believe your account was compromised, and if you request a restoration, then yes, any progress you make will be lost in settling on the proper “snapshot” we can use as a restoration point.

Would-be hackers often “ping” a lot of possible e-mail addresses to see if they can access an account. This is especially true if they acquired a functional e-mail address from a site that was previously hacked. So say you belonged to [insert website name here] and that site was hacked. The hackers would have access to a functional e-mail address, and they then might try to reset your GW2 password using that e-mail address.

Fortunately, the system stopped them, but if you’re concerned, or if you’d like to just get a new account name (perhaps setting up an e-mail account exclusively for Guild Wars 2?) do feel free to contact Support and we’ll help you accomplish that.

Sorry, no. But I believe it’s coded and in testing, so I don’t think it’ll be weeks and weeks.

Mokai.2480:

Gaile Gray.6029:

• I want to prevent someone from seeing me. Players may desire a display name change for personal reasons. For instance, they once were friends with someone and now wish to stop interacting. Or they claim they are being “stalked” by another player. Changing for such personal reasons is not supported. More importantly: If we completely change your Display Name, people who once had you on their Friends or Blocked list still will be able to identify you. There is no way to “reset” an account and wipe its history. If someone knows the old Display Name they’ll simply see the new one. (I believe that the system is designed this way to prevent people from losing their contacts if they have to change their Display Name for a genuine security issue.)

To address this particular problem, wouldn’t the easiest solution be to appear as permanently offline to people one has on their block list? I’ve always found the lack of this to be a bit odd! One could opt to go invisible, of course, but only after logging completely into the game, hiding their status from everyone, and rendered unable to communicate with their guild.

I feel there should be some room for stalker control without having to go to such an extreme. :c

You ask a valid question, Mokai, and I’ll see if I can learn more about this suggestion. It seems to me that we discussed this long ago and it was not possible, in a technological sense, but I certainly can investigate. Thanks.

I think I see what’s going on. You’ve had a few compromise incidents, and beyond the first restoration request — which generally is easily confirmed and executed — the team needs extra time to review the ticket to ascertain how they can help.

I’m sorry for the delay but the ticket is being reviewed and will be answered as soon as possible.

Update: 26 August 2014

846312 – Resolved. Please do not submit duplicates tickets in the future; they delay the response that we can send you and other players.
845174 – An agent is actively reviewing this now. However, I’m told this issue appears to be resolved, so could you kindly try again now and update the ticket if you still cannot purchase. Thank you for your patience!
854830 – Agent requested additional account verification information. Please respond to that e-mail so the ticket can progress.
837122 – In queue for continued review. (I note you’ve updated your ticket with additional information that clarifies your request, so thank you.)
834621 – In queue for review.
836620 – In queue for review.
857504 – In queue for review.
845646 – In queue for review.
829223 – In queue for review.
846296 – This issue is still being analyzed and we hope for an update soon.
844991 – This issue is still being analyzed and we hope for an update soon.
68483 – Final Response: This will be addressed in the ticket; please do not post updates in this thread as they are unnecessary.
849987 – Final Response: The person contacting us does not appear to own the account, so this request has been denied.
Xadera.9184 – You may not post in this thread unless a ticket has been submitted and it is at least three days old. Please review the suggestion above. It will probably correct the situation.

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.
• If you still need assistance and your ticket is at least three days (72 hours) old, feel free to post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread at the top of this forum.
• 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.

Update: 26 August 2014

846312 – Resolved. Please do not submit duplicates tickets in the future; they delay the response that we can send you and other players.
845174 – An agent is actively reviewing this now. However, I’m told this issue appears to be resolved, so could you kindly try again now and update the ticket if you still cannot purchase. Thank you for your patience!
854830 – Agent requested additional account verification information. Please respond to that e-mail so the ticket can progress.
837122 – In queue for continued review. (I note you’ve updated your ticket with additional information that clarifies your request, so thank you.)
834621 – In queue for review.
836620 – In queue for review.
857504 – In queue for review.
845646 – In queue for review.
829223 – In queue for review.
846296 – This issue is still being analyzed and we hope for an update soon.
844991 – This issue is still being analyzed and we hope for an update soon.
68483 – Final answer: This will be addressed in the ticket; please do not post updates in this thread as they are unnecessary.
849987 – Final answer: The person contacting us does not appear to own the account, so this request has been denied.
Xadera.9184 – You may not post in this thread unless a ticket has been submitted and it is at least three days old. Please review the suggestion above. It will probably correct the situation.

You have received the only response possible in situations like this: We absolutely cannot restore Guild Banks. It’s not a matter of choice, we do not have the technological ability to restore Guild Banks, and given the complexity of that feature, I cannot say if that option will become available in the future.

We will not offer some sort of “compensation” for matters of this nature because to do so could be ruinous to the game economy. I’m very sorry for what your guild experienced, but we’re not able to help in the manner you’ve requested.

In situations like this, which are clearly related exclusively to your account, it’s great if you can submit a ticket so an agent can help you.

Best of luck.

Kaida.1478:

I was just doing as I was told to, but I thank you for your replies Gaile, I appreciate your time, and THANKYOU very much for pointing out my copy and paste fail with the ticket number !- It should hopefully be the correct one now (I hope) XD

Though you’ve kind of made me a bit afraid to post on the forum now, I do have one last question to which I couldn’t find an answer to on the support, search or google and I’m afraid to make a thread for it now.

Is it possible to get an account completely deleted?
Or is the only thing equivalent to this when an account is permenantly banned/suspended?

Posting in the forums is perfectly fine, but we ask for a single post to reduce the redundancy of repeated reviews/read throughs of the same issue. No worries about forum participation.

If you could direct your question about account closure in the ticket, that would be most helpful. Thank you.

Revealing someone’s personal information is against the User Agreement and the Rules of Conduct. (See “Legal” at the bottom of the page to review.)

Posting links to someone’s Facebook account should not happen because, in most cases, it reveals personally-identifiable information about that individual. According to the notes in your tickets, you revealed more than one player’s information, you also revealed the names of family members, as well.

You have received more than one response, and this is the final answer: We will not reinstate the account, due to the gravity of the infraction in which it was involved.

Kaida — I have noted that you’ve posted in three different threads about this. At this time, the place where you should post your input or questions is the Tickets for Review thread, in which you posted early this morning, Pacific time. However, you posted a ticket number unrelated to the topic, a request you’ve made with your second account. Please update your post (do not post again) in the Tickets for Review thread to give the correct ticket number.

Please await and update there. Posting in other threads is unnecessary.

Thank you for understanding.

I have never known of an issue with character age, but you’re welcome to submit a ticket to discuss with an agent who can review your account.

Yes, to get help, 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.

Sorry, but this is mis-posted. This is the Account Issues forum. I would suggest that you choose a different forum in which to discuss this matter.

If your name is Fred Player, and your display name is Fred Player, we consider that a security risk, and we will help you change your Display Name.

If your name is Mary Gamer and you use M Gamer, that’s not nearly specific enough to be considered a security risk. Nor is using the first or last name, alone, like Knut, Pierre, or Bart or Jones, Lopez, or Schmidt.

We get quite a few Display Name change requests that we cannot support:

• I didn’t know it was going to be seen. It should be clear to everyone upon account creation that the Display Name is… displayed! If it is not clear, I’d really like suggestions on a better way to make it clear, because as I recall the interface makes it clear that one’s display name will be shown in the game. I’m open to seeing if we can make a change to the interface, but only if it’s truly required.
• I want to prevent someone from seeing me. Players may desire a display name change for personal reasons. For instance, they once were friends with someone and now wish to stop interacting. Or they claim they are being “stalked” by another player. Changing for such personal reasons is not supported. More importantly: If we completely change your Display Name, people who once had you on their Friends or Blocked list still will be able to identify you. There is no way to “reset” an account and wipe its history. If someone knows the old Display Name they’ll simply see the new one. (I believe that the system is designed this way to prevent people from losing their contacts if they have to change their Display Name for a genuine security issue.)
• Someone may figure out my personal information. Generally, the scenarios made for this request are not valid. But if you fear that your Display Name makes learning your e-mail address easy, and if you feel that knowing your e-mail address poses a risk to your account, we can help you change the Account Name (log-in e-mail address).
• Why do you have this policy? We feel that one’s history should remain intact unless there is a substantial security risk. It’s not healthy for individuals to be able to swap Display Names because some who request it will be doing so to hide in order to avoid past, negative history. Imagine the issues caused by supporting random Display Name changes that allow scammers, cheaters, verbal abusers, etc., to start their misbehavior anew with the “clean slate” of a new, unknown Display Name.

I hope that this information helps you understand our policy and our practices in relation to Display Names.

We’re looking into the possibility of adding the steps to the Knowledge Base, just in case that’s helpful to players.

Any time.

Crash: I am closing this thread, but will bring it to the attention of others, in the event they wish to discuss the matter further. Thank you for making this effort to help.

Players: The bottom line is this: Please, please read our detailed Security Article and follow the steps outlined there to maintain your account with the greater level of personal security.