Guild Wars 2

I am glad you got the info you needed on the one question.

About the other matter: The second matter involves several players and is quite detailed, and my instinct tell me that there’s nothing we could do in a case of this nature. However, you’re welcome to discuss through a ticket, so that a CS agent can review game logs and figure out if it is possible to help.

Ok, here’s what I learned: The Second Anniversary 10-Day Sale presents different items on different days. But that doesn’t mean they’re offered for one day only. That means that one item may be introduced on Tuesday, a different item may come out on Thursday, but both items will be available through the conclusion of the sale. (You can check the Gem Store to see that things like Character Slots are still on sale, and were not offered only on a single day.)

The 10-day sale began on August 22, so doing the math means it will end on August 31st. So if you have had difficulties using your credit card or paying through PayPal, you should be able to make the purchase now or as soon as your CC is enabled by Support. From what I have learned, our billing provider is working on a fix that should address this for the few folks who are continuing to have issues.

Daringnut.2593:

I was hoping this was the correct place to put this but I got the legacy armor skins when I bought the game and I had the free skin changes and after a couple uses of the skin change that comes in the legacy pack it will no longer let me use my free skin changes because they vanished. please let me know if it was only a couple uses or if not couple you help me get me skin change back. Thank you very much

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 feel sure you’ll be able to get on the same world, but it could take a bit of time. Either your friend can move to your current world, or you can wait for space to open up on his world. Keep in mind there’s one world change per 7 days, so you’ll want to strategize where to go and what to do. For instance, the cost of a transfer may be entirely reasonable for him, where you might prefer to use the free transfer option mentioned above. And yes, guesting is another option, too.

Best of luck, and welcome to Tyria!

Great, it looks like this was all cleared up for you.

Your name is perfectly fine. (I like it a lot, in fact. )

Thanks for asking!

Wee bit more information, because sometimes people are curious about this: Occasionally a copyright holder will contact us and ask us to remove one of the names to which they have rights. For instance, if someone used Tweety Bird (the “proper name” of the Warner Bros. Company character) and the Warner Bros. company was to directly ask us to disallow the name, we would do so. But your name isn’t an exact copy and we’re not being petitioned by the copyright holder about it, so you’re good.

Did you look at articles in the Knowledge Base? I wonder if this one might help you: https://help.guildwars2.com/entries/27626157-Mobile-Authentication

Mpiftekis, that is very puzzling, but I’m glad you found the one skin. I suggest that you may want to submit a ticket so that the team can help with your second question.

Update: Noon – 25 August 2014

Thanks to previous reports of this issue, we’ve been able to determine that our billing system provider has had a processing problem that has prevented some players from making a Gem Store purchase. Quite honestly, it was pretty hard to find what was going on, which is why for a few days we were not able to confirm exactly what was causing the issue, and we did wonder if the problems were unique to individual players. At this time, the provider is actively working on a fix and we hope to have this all ironed out very soon. I’d suggest that you do not need to submit a ticket, but you may do so if you wish.

I will update you as soon as I have more information. In the meantime, please accept our apologies and our sincere thanks for your (attempted) support of our game through Gem Store. We hope you’ll make that purchase as soon as the problem is worked out.

Thanks!

Xealyth.8249:

Sorry, I don’t know if this is the right topic or not, but my friend wanted to test to see if my name I always use for video games is available. Alas, it was, but then when he deleted it I wasn’t able to use it. I figured it was the 24 hour reservation thingy. Is there a way my friend can bypass this or something? Like remove the reservation for the name that he doesn’t want it, or do I have to wait a stupid 24 hours to use it?

Sorry, we cannot override the “cool down period” on names. It’s not long to wait, and you’ll soon be all set.

Please post in the Tickets for Review thread.

As posted in another thread, I got a very detailed response from the team that manages our Gem Store, and they have not been able to identify a systemic issue. I think the best thing for you to do is to submit an individual ticket so that the team can look at your personal situation and help you make the purchase(s) you desire.

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, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team should be able to help you.

As I posted in another thread, I got a very detailed response from the team that manages our Gem Store, and they have not been able to identify a systemic issue. I think the best thing for you to do is to submit an individual ticket so that the team can look at your personal situation and help you make the purchase(s) you desire.

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, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team should be able to help you.

As you’re probably aware, there were some external incidents late last week, and they may have caused some of these problems. And yet, I’m seeing that these posts are as recent as this morning. Therefore, having received a very detailed response from the team that manages our Gem Store where they looked into the matter and were not able to identify a systemic issue, I think the best thing for you to do is to submit an individual ticket so that the team can look at your personal situation and help you make the purchase(s) you desire.

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, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team should be able to help you.

I should add that according to the team, there haven’t been issues with people getting the “try again” message and getting charged for the purchase. So if you get the “try again” message, you can be confident that you do need to resubmit the purchase and that you will not be double-charged (and double gemmed ).

Remember, by some odd chance you do get more gems than you intended, set them aside (don’t spend them) and submit a ticket. The Payments Team will ensure you get a refund after they’ve retrieved the gems that processed in error.

I got a very detailed response from the team that manages our Gem Store, and they have not been able to identify a systemic issue. I think the best thing for you to do is to submit an individual ticket so that the team can look at your personal situation and help you make the purchase(s) you desire.

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, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team should be able to help you.

We cannot do a region lock, I’m sorry. It’s just not something we are able to make available right now.

Have you secured your e-mail account with a new password? One that you’ve used nowhere else? I guess at this point I might conclude that someone knows my e-mail address and is trying to figure out my password, but if they’re being blocked from access, that’s a big relief. I still would change my password, and make sure it’s new, complex, and used only with that e-mail account.

And hey, if you feel that this is a risky situation, you can contact our Support Team (Top of page, then “Submit a request”) and we can help you change your Account Name to a different e-mail address. Bear in mind we’d need to verify ownership (for security’s sake, of course) but reach out to the team if you want to look into that option.

I am escalating these reports to the teams who work most closely with our Gem Store.

Now, if you’re experiencing a delay with PayPal, that’s a known issue that we are still trying to get resolved. If you’re having difficulty with not being able to purchase through PayPal at all (even after waiting several hours to see the order arrive), or if you are not able to purchase through a CC that you know is valid and good to go, that’s a different matter.

I will post if I learn more about this, but in the meantime, thank you for your reports and for your patience!

absolutelyalice.7950:

I am also having this problem still! I did submit a support ticket and it got boosted, but nothing yet.

Thanks for letting me know. How did you try to purchase? Credit card? PayPal? Are you still having the issue?

I want you all to be assured I’m escalating these reports to relevant GW2 team members to let them know about them.

I am sorry you are having this issue. I am going to gather these reports (mostly from today) and pass them along to the developers so they can make sure things are working ok. Sometimes these issues are individual — a credit card issuer has issues, PayPal is slow to fulfill the order — but sometimes player reports point to a genuine issue.

Let me pass this along, and thank you for your continued efforts! Can you update this thread if you find you’re able to purchase? Thanks!

BigDaddyDizzle.7046:

how long does it usually take

A request like this needs to be reviewed by a couple of agents, so it will probably take a few days to get this reviewed and handled. I wish we could do this instantly, but it really does require several steps to be able to help, so thank you for your patience.

I am so sorry you both are having this issue! I see that these posts were made earlier — are you ok now? Alternately, did you submit a ticket so Support could help you?

This was escalated to see if we can help, and I feel sure you’ll hear back soon.

As mentioned above, where you play — in what region, on what world — doesn’t limit the gem card you use. The flag is where the account was registered. For instance, an EU-registered game account would use EU gem cards; a game registered in North America would use an NA gem card.

As I said, I believe you’ll hear back soon.

Don’t worry, Thlydd, this is common with dynamic IPs. I sometimes get a message that I’m logging in from a town about 40 miles north of me. The thing I watch for is a log-in attempt from somewhere pretty distant to me, like a different state and certainly a different country.

You’ll probably be asked to authorize a few times through the authentication system, but with time the system “learns” your range and you’ll probably not be asked too often in the future.

The one drawback to this “dynamic IP” situation is that people may start ignoring the log-in attempt notification e-mails, thinking “Yeah, that’s just my ISP using into a new IP address” but in fact the IP shown is from a totally different location and should be viewed as an attempted account theft.

My advice: Never simply ignore the notification, but read it carefully, consider if you were actually logging in at the time shown, and if that’s the case, you can breathe easy. If that is not the case, consider changing your game and e-mail account passwords and submitting a ticket if you wish for more help.

Update: 22 August 2014

838089 – Resolved.
722968 – Resolved.
837745 – Resolved.
831029 – Resolved
830142 – The agent is expecting one final internal process and should be able to help you wrap this up when that happens.
843253 – Agent responded Monday. You need to verify you want a refund, after recognizing the outcomes.
837122 – In queue for continued review.
69969 – In queue for continued review.
68483 – In queue for continued review.
829223 – In queue for continued review.
844340 – Final Answer: Ticket is closed. The account was tied to credit card fraud, as explained multiple times. The account will not be reinstated. Please do not petition on behalf of your friend again; he knows full well what took place.
837122 – You have requested your third account restoration. The team must review this very, very carefully, as they have explained. So we ask for your patience.
Selianna.8263 – I need your ticket number in order to review, please, assuming the ticket is at least three full days old.
simon.3961 – The player who asked you to submit on his behalf is ineligible for assistance, as he well knows. As we say in the notes, you should never submit a ticket unless you know the person very, very well.

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: 22 August 2014

838089 – Resolved.
722968 – Resolved.
837745 – Resolved.
831029 – Resolved
830142 – The agent is expecting one final internal process and should be able to help you wrap this up when that happens.
843253 – Agent responded Monday. You need to verify you want a refund, after recognizing the outcomes.
837122 – In queue for continued review.
69969 – In queue for continued review.
68483 – In queue for continued review.
829223 – In queue for continued review.
844340 – Final Answer: Ticket is closed. The account was tied to credit card fraud, as explained multiple times and the account will not be reinstated. Please do not petition on behalf of your friend again; he knows full well what took place.
837122 – You have requested your third account restoration. The team must review this very, very carefully, as they have explained. So we ask for your patience.
Selianna.8263 – I need your ticket number in order to review, please, assuming the ticket is at least three full days old.
simon.3961 – The player who asked you to submit on his behalf is ineligible for assistance, as he well knows. As we say in the notes, you should never submit a ticket unless you know the person very, very well.

Are you ok now, Jordio?

So sorry, the issue with delayed fulfillment for PayPal purchases is still with us.

If you find you don’t have your purchase within 24 hours, definitely consider submitting a ticket so we can examine the issue.

If you’re CC is being blocked, then submitting a ticket right away is perfectly fine. We’ll be happy to try to help you.

Woot! I’m glad it all sorted out for you! And welcome back to Tyria.

Coming soon: A fix for this situation, so all GWAMMers can proudly display their achievement. I do not think you will need to wait too long for this, and in the meantime, we thank you for your patience.

(Congrats on the title, btw! Well done!)

Berelious.3290:

The first question is where did you purchase the game from? If it was from a retail outlet they should give you a replacement since the serial code was used. If you got it from the GW2 website you’ll need to contact support.

This is correct. Retail products should be discussed with the seller, but if you purchase from our website, a ticket will get you the support you need.

I am concerned that your account may be in jeopardy. And I also wonder if your e-mail account is secure. I suggest you run a full scan of your system, that you change passwords, and that you submit a ticket to allow us to help you try to secure your game account, as well.

Best of luck!

I will check into each of these and update you tomorrow morning. And yes, as you request, I will check to see if there’s a way to expedite responses. However, I know the team is very busy and they will answer as quickly as they can.

Thanks for your patience, and here’s to hoping for a quick resolution!

P.S. Fitz — I’m happy to help you, but I really, really need to have your ticket number, and I don’t think I see it? Thanks.

I found authentication emails were slowed earlier in the day, but were back to normal by this evening. I suggest that you ask your friend to submit a ticket so we can help him, with our sympathy for the problem he’s facing!

Astral Projections.7320:

The login is the same as for the forum, email and password. A common error is people trying to use their display name (mellamo is your display name).

Yes, this is true. And if you find that this info does not help you, please feel free to post in the Technical Support Forum or submit a ticket. We want to help you!

Yes, so sorry. While we regret this situation, we’re sorry that we cannot remove the debuff. It’s unfortunate, but that is the case at the present time.

Neurochazm.5370:

Problem solved, I relogged a few times (first 3 had no effect), & it appears I can now purchase a character slot.

Awesome. We’ve had some intermittent outages and maybe that’s what you ran into. Thanks for your patience in trying a few times, and, most of all, thank you for your support of our game!

So glad that worked and you’re in the game now!

NerdoHero.8043:

i can’t buy gem with credit card, came out with a message “unfortunately an error occurred, please try again later” i tried ton of time…stil the same

I’m so sorry. Have you submitted a ticket? I feel sure that our Payments Team can help you!

Let’s be logical: Two people can provide all the same points of data. Talking to a guild as some sort of “verification process” wouldn’t help at all, because guild members would have no way of knowing if they’ve been told the truth. And, they do not have access the back-end game logs that we can review. When even the logs do not conclusively prove ownership, the logical and only viable decision must be made: Close the account.

Some may disagree with this decision and they are entitled to their opinions. But in the end, we must act responsibly in these fortunately-rare cases, and we’ll continue to do so in the future.

Perhaps the most reasonable comment to make, beyond those, is that most of these cases are preventable with proper personal security and through adopting the decision to never share an account (for most account disputes are between people who know one another).

While we regret this situation, we’re sorry that we cannot remove the debuff. It’s unfortunate, but that is the case at the present time.

I think comments beyond that simple explanation are unnecessary. So let’s consider this “asked and answered.” Thank you.

I just experimented and the authentication e-mail link doesn’t last a long while. I imagine that’s for security reasons. I agree that mobile authentication may be the way to go for you, if you’re able to do it. Find more info in our Knowledge Base by searching “authentiation.”

Update: 20 August 2014

838089 – Resolved.
722968 – Resolved.
837745 – Resolved.
837122 – In queue for continued review.

IMPORTANT:

• 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.

Please note:

• 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: 20 August 2014

838089 – Resolved.
722968 – Resolved.
837745 – Resolved.
837122 – In queue for continued review.

Ok, here’s what I learned. The account that your friend is asking to access was determined to be under irreparable account dispute. What that means is that two or more people have sufficient information about the account to such a point that we are unable to determine the true account owner.

That is a rare case; we almost always are able to determine the actual owner of the account. But when this does occur, we must close the account, and that is precisely what happened here.

Your friend received the best service that we were able to offer, but in the end and with regret, due to the extremely compromised nature of the account it was not possible to give him what he requested and he received our final response on that matter today. (As a result, the English-language ticket was closed as a duplicate, since it covers the same subject.)

As forum members expressed in this thread, we feel that a player mapping multiple actions to one key — for example mapping an attack and a self-heal type skill to a single keystroke — would have an advantage over a person playing the game as designed, with one keystroke per action.

Our policy is that we cannot approve such uses, but I can say that from what I’m reading, what you have described does not appear to be a matter of concern because you are not “cutting corners” by trying to get a series of actions on a single key.

I hope that is helpful information.

Your friend’s ticket is just a few hours old and it is premature to ask for assistance beyond what is expressed in the ticket.

Please allow the team time to resolve this issue. If he still needs help after three full days, he can post in the Tickets for Review thread above.

Thanks for understanding.

We don’t have a means to remove the 7-day delay in changing worlds, so you need to wait for that option to become available again but you will be able to do so for free if you follow the process you used before.

I understand you’d like to make the switch sooner, but as mentioned above, you can do nearly everything you want to do on your current world while guesting with your friends.

The only ticket I see related to your Display Name — mozu.7140 — is this one: #833032. Did you submit that? Did you get the response?

It appears that you previously received an account restoration. Your request for a second restoration will be reviewed, but as explained in the prior discussion, subsequent restoration requests would be fulfilled on a case-by-case basis so it will take a bit of time to fully review and respond to this request.

Thank you in advance for your patience.

This is taken care of so I’ll close the thread. Glad we could help.

Talyn.3295:

One question:. Will the Title automatically update or will I have to log back into Guild Wars/do anything extra for it to display in Guild Wars 2?

Once the build goes out with this fix, your title should appear automatically. If it does not, I recommend that you do as you suggested and go to Guild Wars and speak to Historian Kimmes then check back in GW2. If the title still does not show up — which I think will be unlikely — please submit a ticket at that time.

Thanks again for your patience.