Guild Wars 2

queeb.8075:

Hey Gaile!

I submitted one on friday looks like, 839667 is the ticket number. Any help sorting it out would be much appreciated!

Thanks.

Edit: Make that saturday.

Thanks for the info. I see an agent responded yesterday at 3:15 PM Pacific time. Can you please review that response and see if it fully addresses the issue you were having?

I suggest you go ahead and submit a ticket and discuss with a support agent.

This is most likely just a case of the system “remembering” your IPs, so if you can accept a few more times, you should be golden. I really encourage you to keep some form of authentication on your account — it really does help minimize the risks of compromise!

If you do need help, please don’t hesitate to submit a ticket and the team will assist you.

JoluMarti.9165:

I have submitted a ticket (837745) 3 days ago and am experiencing the exact same problem. Help me!

https://forum-en.gw2archive.eu/forum/support/account/GW-GW2-linking-issue-unable-to-link-accounts/page/2

I noticed that your ticket received a response last night. I’m trying to investigate if we have a linking issue. The agent responded, and can you please tell me if all is well now?

Thank you.

Oldskool — may I ask you to submit a ticket about this? I’m concerned we may have a bug. If you could please include as much info as possible, the team can route it properly. (Please note that I asked you on the forums to submit a ticket, so I get a heads up that it’s in.)

Thank you!

Update: 18 August 2014

835774 – Resolved.
838089 – I have asked an agent to look at this immediately to correct the misunderstanding about the account’s needs.
816409 – In queue for review.
837745 – In queue for review.
831029 – In queue for review.
829223 – In queue for review.
821972 – In queue for review.
Rei.3279 – See my post above.
Kelkith.7014 – See my post above.
Cleat.4726 – See my post above.

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: 18 August 2014

835774 – Resolved.
838089 – I have asked an agent to look at this immediately to correct the misunderstanding about the account’s needs.
816409 – In queue for review.
837745 – In queue for review.
831029 – In queue for review.
829223 – In queue for review.
821972 – In queue for review.
Rei.3279 – See my post above.
Kelkith.7014 – See my post above.
Cleat.4726 – See my post above.

Kelkith.7014:

Gaile Gray.6029:

Update: 15 August 2014
Kelkith.7014 The team assuredly did try to help, but none of the information provided was accurate on the account. Wrong name, wrong address, missing credit card, no serial code, etc. Your friend is welcome to discuss in the ticket to explain why this so clearly does not appear to be his account.

No, they did not try to help. Looking at the email, they merely informed him that they could not help him with his account. They made no attempt to work with him, or ask for any specific information. Currently we’re faced with two options: buy a new account while its still half off. Or, switch over to playing a different game. At this point the sheer lack of customer service is pointing towards switching over. I hope we can still get this resolved.

They absolutely did ask questions, and they have continued to try to help. However, each of answers submitted by your friend was inaccurate or he was not able to provide the info at all. If he wants to continue the discussion in a ticket, that’s fine. But he’s going to need to explain why all the information — name, address, birthdate, etc. — does not match what is on the account. There may be an explanation that allows us to help, but we cannot turn over an account when the information does not match and when there is no explanation for the discrepancies.

It is the responsibility of the petitioner to verify account ownership, and despite our attempts to aid the process through asking relevant questions that should be easily answered, the correct information has not been forthcoming. Please do not continue to Customer Support at fault when the onus for this situation is on the account holder.

This is your final answer in this forum. We are happy to help in the ticket if the person petitioning us is able to prove he is the account owner. It’s really that simple, and it’s really that reasonable, from a security and responsible-processes viewpoint.

Cleat.4726:

…
796057 – In Ticket #823808 you were asked to submit through the ticket interface. Please do so so the team can assist you.
…

my problem is i CANT log in the ticket interface site to look at the open tickets

i forgot my password and when i use "password forgotten " …write in the address… i do not recieve a mail with the new password

There is not “log in” for tickets. You simply click “Support” at the top of the page, click “Submit a request” and that will create a ticket. From then on, ticket discussion takes place through e-mail. But the initial ticket must be created through the interface for security reasons.

Rei.3279:

Ticket#836620

I assure you your post was fully read. And now, you’ve posted again asking how to get help. Here’s the simple answer: Do not continue to update your ticket; wait for the response, as you were asked in the ticket. You’re requesting replacement of an item nearly a year old, you’re not able to provide us the detailed information we need, but we will continue to try to help you.

Your ticket has been assigned to a specific individual for review, and if we are able to help you, we will. However, constantly updating, or frequently asking for information pulls your ticket out of that agent’s queue and sets it back into the normal one. This is a system feature, not a problem. It ensures that if someone becomes ill or goes on vacation, the ticket doesn’t sit in an unattended queue. That means the system is working as intended, but you’re rather foiling your own attempts to get help by continuing to update your ticket, even while asked simply to await help.

Please allow the agent to review this in the next 48 hours.

There is nothing wrong with Support. Occasionally, an agent sends a response that is not accurate or does not give enough information. For that, we apologize, but I don’t think an indictment of the entire team is warranted for what may have been simple human error.

How do you deal with this issue? You update your ticket and ask for additional help, explaining what you need (briefly) so that it will be clear to the agent then reviewing your update. If you still need help after 3 full days, please post in the Tickets for Review thread.

This post is without value, as it does not contain a ticket number, and because there isn’t a ticket in the system associated with the display name in this thread. While it may feel good to vent your frustration, we’d rather help you than plow through such non-contributory posts that do not contain enough information to allow us to help.

AP’s suggestion is sound: This issue may be related to a known issue with GWAMM, but I rather think not. Instead, try the steps he advised above and see if that help you. If not, please update your ticket and ask for additional assistance.

Hey there. Your account is ok now and you should be able to access it just fine.

If you want to discuss a refund for the second account in the other ticket, please feel free to continue your discussion.

You have submitted a ticket and have been told that your request will be reviewed, as it will. Please allow a little more time so that this can be responded to. Please note that discussions of this nature are best contained in the ticket, since that is where policy and options can best be reviewed and the forums are not intended as a place to issue complaints about a support decision.

Team members go out of their way to try to fulfill requests, and they will surely make that level of effort with yours.

Please include your first ticket number in the new ticket that you submit from a different mail provider. This helps us review both tickets and speeds the process. Thanks.

Yes, the suppression expires automatically, and it usually lasts only a modest amount of time.

A ticket would not be productive in this case, so I won’t recommend that you send one. In fact, I’d recommend that you do not, because I imagine you’ll be back in (chat) action before the ticket can be addressed.

The suppression is normally short, and there is no way for an agent to reduce or remove the suppression. So I suggest you just wait for the suppression to expire, keeping in mind that frequent “testing” to see if you can chat will only serve to extend the time of suppression.

As you may know from your ticket response, this is a known issue and it definitely will be solved in an upcoming build. You should not be required to submit a ticket about this, but instead the “fix” will automatically correct the issue for you.

So it’s going to take a bit more patience — for which we thank you! — but it will be corrected and your title will display properly when the change it made.

As explained by a Payment Team agent, the only way to upgrade at this time is to make the in-game purchase. We’re not able to process an upgrade in any other way.

We really appreciate the reports — you’ve provided very helpful information in the specs and log files that you’ve posted.

We hope to have information on this in the next few days. If you’re having this issue, please be sure to include the Error Code that you received when you crashed. (If you’re adding an error code and cannot edit your post, please mention that you previously provided system specs and a game log in this thread, so we can sort of merge the info.

Thank you for your help.

Brother Grimm.5176:

Jigain.8231:

Comments such as “can’t even play for 5 minutes” and “dropping back to character select screen every 3-5 minutes” or “dc-ing every few minutes” hint at the respective issues being distinctively separate from the issue that the thread was created for.

I agree with the quote….I’m not discounting or in any way disregarding people posting here with connection issues, but these issues ARE not the same as the issue that appears to have been (mostly) addressed by the last patch. Characters getting STUCK at loading screens indefinitely with this thread title error message involved.

I get the disconnect error is the same, but that’s like diagnosing a car that wont start and lumping all the potential issues together as “related”. Some may be, but most can have no effect on the others (ex: out of fuel and a cracked distributor cap).

BTW, anyone having issues during their local peak times (early evening hours), might want to check with their ISP for potential throttling….yes, it could be an Anet issue, but if your ISP is messing with your bandwidth during peak hours (when the are MOST likely to do so), a simple conversation with them that includes the term “throttling” often clears the problem right up (even if they deny it or pretend they don’t know what you are talking about). At the very least, it’s worth a conversation with them.

This makes a lot of sense.

I’d like to suggest that those posting here do so only if they are getting the precise Error Code found in the subject line. In addition, if you are posting about a disconnection issue, the first thing we really need to know is the Error Code you are getting.

We will be happy to help you with this, it’s really puzzling! Please do submit a ticket (I don’t think that I see one yet) and we’ll get this sorted out for you.

No worries, Aeradom — it happens pretty often.

Welcome to the game!

Welcome to the game, and yes, please do contact Support so we can help you.

Here’s a bit of info about the ticket system:

You start 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 you later need to update your ticket, simply reply to the e-mail associated with the ticket (with the 6-digit ticket number in the subject line) and provide any new information you wish to have added to your ticket.

Two bits of information:

• We have a very brief period this weekend when the Gem Store was offline for maintenance. Everything is back to normal now.
• If you’re having difficulties purchasing with something other than PayPal, you should submit a ticket so that we can look at your situation individually.
• If you have trouble with a gem card, you should submit a ticket so the team can examine the matter and see what is to be seen about the card and the redemption process.

It’s a good question, and thanks for asking. So many questions here are about the means of transferring without a transfer fee that it may help others to know the following about gem-funded (traditional) transfers:

• When you pay the gem fee to transfer, everything transfers with you except your guild achievements, which remain on the world on which they were gained.
• You can access your old guild bank if you transfer back to that world.
• Naturally, items in your guild bank will stay in that bank, but you can move them to your inventory/storage in order to take them with you to your new world.
• Info about World Transfers can be found here: http://wiki.guildwars2.com/wiki/Transfer#Transferring

I agree, that is confusing messaging and we’re going to correct that so that our agents point to the forums (in general) and not to a non-existent, specific Suggestions Forum.

Thanks for pointing this out.

Obviously, anything that is not generally known is valuable in establishing your ownership of an account. Put it this way: Anyone could learn your Display Name simply by playing the game. But learning your Account Name (your e-mail address) is far less likely for a would-be account thief to know, your birth date less likely, and naturally private information like the last four digits of your credit card is even less likely to be generally known.

The more info you can give, the more questions you can answer, the better. Any bit of data is just a single bit, but the aggregate is what verifies ownership of the account.

There is a period of time where new accounts are not eligible to do a conversion of gems to gold. After you have played for a while you will be able to make the conversion.

Update: 15 August 2014

818489 – Resolved.
833637 – Resolved.
833972 – Response sent yesterday; we need more info to help you.
821062 – As explained in 829223, this has been escalated for assistance.
722968 – This is assigned to a specific agent who will try to help you as soon as possible.
796057 – In Ticket #823808 you were asked to submit through the ticket interface. Please do so so the team can assist you.
836478 – This ticket is only minutes old. You may not use this thread until your post is at least 3 full days without resolution.
832706 – This ticket is only 2 days old and you received an update today. You may not use this thread until your post is at least 3 full days without resolution.
Kelkith.7014 The team assuredly did try to help, but none of the information provided was accurate on the account. Wrong name, wrong address, missing credit card, no serial code, etc. Your friend is welcome to discuss in the ticket to explain why this so clearly does not appear to be his account.

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: 15 August 2014

818489 – Resolved.
833637 – Resolved.
833972 – Response sent yesterday; we need more info to help you.
821062 – As explained in 829223, this has been escalated for assistance.
722968 – This is assigned to a specific agent who will try to help you as soon as possible.
796057 – In Ticket #823808 you were asked to submit through the ticket interface. Please do so so the team can assist you.
836478 – This ticket is only minutes old. You may not use this thread until your post is at least 3 full days without resolution.
832706 – This ticket is only 2 days old and you received an update today. You may not use this thread until your post is at least 3 full days without resolution.
Kelkith.7014 The team assuredly did try to help, but none of the information provided was accurate on the account. Wrong name, wrong address, missing credit card, no serial code, etc. Your friend is welcome to discuss in the ticket to explain why this so clearly does not appear to be his account.

I want to point out this ticket is less than 30 hours old. Please give it time.

Kaze.1508:

Behellagh.1468:

They don’t need to accuse you, they have data showing something funky going on with your account. It’s like stop light cams.

But he accused. But did not say what specifically. It’s too bad. Is not that illegal?

There is no obligation on the part of ArenaNet to give “proof” of misbehavior. The game logs are confidential, and they will be reviewed privately for possible error. That is why we allow someone to file an appeal, but once the case has been reviewed, it’s closed. We do not entertain continued “But I didn’t do it!” claims when, in fact, in the vast majority of cases someone did do it, and that’s why the account was closed.

We’re reasonable about appeals, and we are always willing to admit if we make an error. The percentage of those is very, very small when compared to the number of accounts that are closed for cause: cheating, exploiting, or, most of all, account theft and real-money trading.

If someone needs help, they are permitted to make a single request, or have someone make a single request in the Tickets for Review thread. That is the extent of one’s forum privileges. Not making separate appeal threads. Not posting repeatedly. Not having multiple people post on one’s behalf. Not putting up a petition for someone else and soliciting additional posts in protest of a clock.

Ultimately, and again, in most cases the appeal in that thread results in nothing more than verification that the action taken was indeed correct.

If those of you who are having linking troubles continue to have issues, please post in the Tickets for Review thread above, after three days. I encourage you to first try again in your ticket, explaining precisely what you need and what you are experiencing.

Please note: The process of linking is intended only to link your own GW account to your own GW2 account. You may not link to someone else’s account, nor to an account that is shared by multiple people, where each person is hoping to get the benefits of a single, shared account. See the UA for information about account sharing.

Inculpatus cedo.9234:

So, you are asking if they will fix the linking bug, so you can link to another’s Account without the help of CS? Yes, I’m sure they will, eventually.

Hopefully, you will never need the help of CS, because when using an Account while breaking the ToS, CS does not offer assistance.

Best of luck!

It is not a linking bug to disallow linking between accounts owned by two people. Is that what you mean? Then no, that will not be “fixed” because linking is not permitted.

Frankly, I am a little confused by this thread. But again, we have no intention of enabling or helping people link to accounts that they do not own. Come on, that way leads to madness!

We will do our best to help people who own Guild Wars and and wish to link their own GW account to a Guild Wars 2 account that they also own. We will assist those who wish to link their GW2 account to a newly acquired or existing GW account that they own. But to say “I, Fred, want to link to an account (old, unused, given, resold, traded, whatever’d) owned by (registered by) Mary, can you help me?” is asking us to completely disavow our own User Agreement, the one that every account holder accepts before joining the game and the one that is binding to all players.

Darkorical.9213:

Long ago I purchased a copy of the game just before it went on sale. I opened a ticket and support was able to resolve it to my satisfaction. I would definitely open a ticket and explain all the details of the timing and source of your purchase and ask if there is anything they can do.

I am glad we were able to help you in the past, and yes, sometimes we can. The critical element truly is “time.” If someone says “I bought three months ago and the product went on sale” the outcome would be entirely different than “I bought three hours before the sale started.” While we are able to give some modest measure of flexibility, we cannot be completely flexible or there would be no point in having sales events at all.

Certainly it’s ok to talk to Support about it!

Astral Projections.7320:

Kaze.1508:

Astral Projections.7320:

To get that answer you will need to contact support by making a ticket.
Support-top of page. Submit a Request-top of page.

That’s what I did yesterday, ticket numer 834824. No answer :-(

One day is a short time. They get thousands of tickets a day. Each new one goes to the bottom of the pile then works it’s way up to the top, where someone reads it and starts working on it. Typically most people get a first response from a person within 24 hours and are fully resolved by 3 days. You just need to wait a bit longer.

This is correct. If you have not been helped in three full days, you may post in the sticky “Tickets for Review” thread.

Behellagh.1468:

Kaze.1508:

Behellagh.1468:

Note that going AFK with a ranger with it’s pet out near a spawn location can be considered as unattended play.

Also not.

Funny, I remember reading a reply from Gail that said that was the cause for one ban.

I do not recall ever having said such a thing. I have made many posts about unattended play, and about the use of third-party programs, but I cannot see myself making such a statement and do not believe I have addressed this situation at any time. If you can find the exact post, I would be extremely grateful.

Actually, you need to make in-game reports for these incidents. Please select the character who is behaving and choose the form of misbehavior: offensive chat, disallowed name, etc.

You will not be contacted by Support, nor will you receive a personal reply. The incidents will each be reviewed through game logs associated with the character(s) you flagged. This is the only way that that reports of this nature can be processed.

Brother Grimm.5176:

Keep in mind that asking for a refund (from Anet directly) will result in that account being perma-closed and will likely result in the CC used to purchase that account becoming unusable via NCSoft sites.

I’m pretty sure Anet is going to tell you to take it up with the retailer you purchased the hard copy from.

I think in this situation, if the situation is as I’m reading it (and I could be wrong), and if matter is properly explained in a ticket, the account will not be closed. As I read it, this account holder bought a duplicate serial code for the same account, thinking he needed to do so to activate the account. Finding he simply needed to re-download the client (which is true, the account stays live even if inactive), he now wishes a refund for the second, unneeded serial code and, possibly, a refund of gems to repurchase on the existing account.

Kaioh, if that describes your situation, please submit a ticket and describe in detail what you did and what you’d like and we’ll try to make that happen. I cannot be sure of all the details, so cannot make promises, but we’ll do our best to help!

I think the best resource to answer your questions is the Guild Wars 2 Wiki, which I’ve updated a few times recently to make sure it contains up-to-date information in as complete a form as possible.

Please see this page: http://wiki.guildwars2.com/wiki/Transfer#Transferring

I also agree that if you somehow ended up on a different world, you may wish to examine your account security with a careful eye. Check your inventory, character levels, and let Support know if you need help.

I am not at all sure about the accuracy of the speculative comments in this thread.

Suffice to say, the wiki quote about Influence above is accurate.

Any news on this, Sirjbenson? Is your friend in the game, or did he contact Support?

Closing thread, as you have another to which I’ve responded.

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 need to tell the team about your old account, about the refund, and then about what you hope to accomplish with your new serial code.

By the way, 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.

Each account holder should contact Support with questions about his or her account. If there are remaining questions after a thorough investigation, the ticket number may be posted in the Tickets for Review thread. But we ask that the player go through the entire review process with an agent, to allow the most in-depth investigation of the matter at hand.

Please feel free to post in the Tickets for Review thread if your friend still needs assistance.

Inculpatus cedo.9234:

Don’t send another ticket, but rather update your existing ticket explaining, again, the issue. Sometimes, it takes more than one try.

Good luck.

Yes please! If you are currently working with support, please do not start a new ticket.

The only exception I can think of is when a support agent suggests that your e-mail account may be compromised and when the agent directly asks you to submit a new ticket using a different, secure e-mail account.

crimsonlotus.6408:

I’m having the same problem.

Whenever someone receives an error code, I tend to believe that person needs to post in the Technical Support Forum, to make sure a TS agent can look at the post. Better still, unless you’re having the exact 7:11:### issue addressed in the Technical Support Forum (for which we do not need tickets), submitting a ticket is the practical step to take for individual issues.

Inculpatus cedo.9234:

If bought from the official Guild Wars 2 site, you can get a refund within 30 days. If bought elsewhere, as mentioned above, you would have to discuss a refund with the retailer from which you purchased the game.

Welcome to Tyria, and good luck!

For full disclosure: If someone seeks a refund, their account is closed, as required by our billing providers. This is not something an account holder should do lightly, and it is an irreversible decision, just as doing a charge-back results in account closure and will never receive reinstatement. The e-mail address associated with a refunded or charged-back account will not be usable in the future, as well.

This may be something an individual wishes to do, but I think those cases are very rare.

Refund requests are best discussed individually with a Payment Team representative in a ticket, so we can do the most that we’re able to do for each person.

The answers here pretty much explain the situation: Even if you have an NC Account, you’d still not have a link to Guild Wars or Guild Wars 2 because our games are not part of that system. So you will want to contact Wildstar support for assistance.

Good luck!

Inculpatus cedo.9234:

You can send an email to support@guildwars.com

Good luck.

This is absolutely true and the team will try to help. We have a lot of players with multiple accounts. They might write to tell us their several account names (log-in is an email address for both GW and GW2) and give us a (sometimes lengthy ) list of their serial codes.

If the agents are able to match up the codes with the accounts and the verified account owners, they’ll do so and then offer as much assistance as possible.

Don’t worry, this happens, and the team is accustomed to sorting things out.

I have no idea why you’re being “forced fed Outlook Express” but that is not coming from us. Simply send an email from your personal email account, provide the info above, and the team will help. If you’re able to use the support site, so much the better: https://support.guildwars.com/home. You can provide all the information about the accounts in a single ticket, just one the info from whichever you choose as the input field at the beginning and submit all info in the body of the ticket.