Guild Wars 2

We do ask that players not submit a ticket and immediately use the forums to try to expedite a response. We truly sympathize with such issues, but it would not be fair to “jump the queue” for people who submit-and-post as opposed to those who submit and wait for their response.

I’m concerned if you are not getting our mails, so encourage you to read the Sticky Thread on the topic of problematic e-mail providers. Of course, as suggested in this thread, after 3 full days you may use the Tickets for Review thread to request an update or a review of the outcome, if you believe there to have been a genuine problem in the way your ticket was handled.

Brother Grimm.5176:

I was about to add….don’t you still get the rewards? Getting half a dozen Laurels a week is still SOMETHING to log in for.

I tend to agree. Of course, this can be taken to the GW2 Discussion forum if you feel you’d like to provide feedback.

SPaxAge.9642:

My bad, followed a link I thought would take me to support but instead I’ve found myself in the forums. Didn’t know you had to log in again for the forum. As I’ve stated, no typos. Tried enough, and accepted my password here (logged out plenty to retest). Client however tells me this account isn’t real.

I got the same issue at launch of the game, resolved through support. However, this time support has sent me to the forum’s support topic on a completely different error code (7) when my error is code 11.

Section: https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/first#post3641462

I am sorry for that error. We have a few dozen players with Error 7:11 and I imagine the agent simply mis-read your request.

Can you give me your ticket number, please? We clearly need to route it to the correct team for assistance, and if you got a response about error 7:11, that needs to be corrected.

Serial codes are very seldom required to obtain assistance of this nature. They are a very useful means of verifying account ownership, but there are other means to do that, so please don’t feel that not having a serial code would block your access to assistance.

The content on the Guild Wars 2 wiki is quite informative. Here’s a link to the exact page you need: http://wiki.guildwars2.com/wiki/World#Transferring

Hope that helps!

The team will do what they can to help, so I’m glad he submitted a ticket.

Update: 13 August 2014

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.

64456 – Resolved.
818489 – Resolved.
816866 – Resolved.
827281 – Resolved.
821993 – Resolved.
817700 – An agent is reviewing this.
821062 – Agent responded on Sunday. Please see the sticky thread about e-mail issues if you did not receive that response.
789732 – The team was unable to establish ownership of the account. None of the information provided proved ownership, so they are unable to help. (The non-matching information is not solely related to the e-mail address but to all details on the account.)
820016 – Ownership of the account is in question, As the team explained, they are unable to fulfill your request based on the information provided.
818146 – Final Answer: You do not qualify for a display name change. A single, common name does not pose a security risk.
Waffles.1092 – We have no tickets related to this display name. Please e-mail Support@GuildWars2.com if you are unable to use the “Submit a request” ticket form linked through “Support” at the top of this page.

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 with the 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. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.

Update: 13 August 2014

64456 – Resolved.
818489 – Resolved.
816866 – Resolved.
827281 – Resolved.
821993 – Resolved.
817700 – An agent is reviewing this.
821062 – Agent responded on Sunday. Please see the sticky thread about e-mail issues if you did not receive that response.
789732 – The team was unable to establish ownership of the account. None of the information provided proved ownership, so they are unable to help. (The non-matching information is not solely related to the e-mail address but to all details on the account.)
820016 – Ownership of the account is in question, As the team explained, they are unable to fulfill your request based on the information provided.
818146 – Final Answer: You do not qualify for a display name change. A single, common name does not pose a security risk.
Waffles.1092 – We have no tickets related to this display name. Please e-mail Support@GuildWars2.com if you are unable to use the “Submit a request” ticket form linked through “Support” at the top of this page.

Passing this along. Can you tell me if, eventually, you receive an error code, and if so, what that code is (exact code, please)?

Also, AP suggested this, and it may help:

Try doing a client repair to fix any corrupted files.
Support-top of page. Then in the search bar, search for client to find Repair the Client.

Please update if you are:

• Still unable to connect
• Tried those steps and it worked
• Can provide any sort of error code
• Found that you eventually were able to connect, and if so, please describe any steps you took to achieve that end.

Thank you!

Air.8371:

Welll, gw2 trying to troolll me, that was resoliution problem

I’m glad it sorted out and thanks for updating. (Thanks for helping, abomally.)

zonic.5261:

Think that it was fixed for my wife aswell, will test it myself tonight, if after 2 hours I do not get a locking screen will repost here. Since the issue started I havent been able to play more than 30 minutes (while changing zones) without getting kicked out.

Furion.9850:

I just finished, Dragon’s Reach Part 2 with no disconnection as “yet”. Still have to check dungeons and fractals. So far its looking great. Usually when I move from one server map to another server map I will disconnect. This did not happen for Tequatl, which is a good sign to me Will post updates.

Crossing fingers here. Do keep us informed about this, and thanks for posting.

Kamata.5762:

That last update (believe it or not) actually fixed it for me.

That is very good news. Can you keep us updated over a bit of time? I’d like to know if the problem creeps up again for you or if it truly appears to be fully resolved.

Thanks for the note.

Update: 12 August 2014

Our programming team has developed some troubleshooting steps that we’d like a few players to try as part of the analysis and resolution process. What we’re going to do it grab a handful of existing tickets and send out a message that outlines the process, then await a response from those players who choose to help with the troubleshooting.

If you don’t get a request about troubleshooting today, no worries! We just need a handful of files and screenshots and we’ll be good, therefore we don’t need to reach out to everyone who is experiencing this issue. All players who have submitted tickets about this issue will get an e-mailed update today, but it’s covered in forums posts so those of you active on this thread already will have the latest in updates. I’ll provide more information as it becomes available.

Please note: I am posting this in the English-language forum only because the troubleshooting requests are going out in English-language tickets to expedite the process. But please be assured that we are keenly aware that this issue impacts players in many countries, and the resolution will help everyone.

We’ll update as we have more to share. Thanks.

Please review this thread to see if it is relevant to your issue: https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged

Having checked on this, unscrupulous individuals are triggering these e-mails. If you did not attempt to create an account in the exact timeframe in which you received such a mail, do not click the link.

We do not feel that this is a security risk, as it’s just somebody poking around to see if he/she can find a vulnerability. But deleting the mail is the best course, and submitting a ticket to ask or posting here to ask is never a bad idea!

Nanaka.9576:

thank you gaile, this game has my support

Well, that’s wonderful! Thanks for letting us know and we’re glad we could help out.

Nanaka — This has been taken care of and you should be good to go.

For future reference, when you first log into the game, you are given the option to change game worlds in the lower left of the log-in or character selection screen. Click “World Selection” and choose any world that does not say “Full.” Click “Transfer” on your chosen new world, and then you will see the cost in the lower left of that pop-up window. Only if you click “Transfer” as second time will you be charged and will you make the change in game worlds.

If you do not wish to pay gems, you do have the option that you mentioned. It’s part of the many transfer details outlined here: http://wiki.guildwars2.com/wiki/World#Transferring

There is a limitation of one transfer per seven days.

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.

Dave.7085:

Tried two different debit cards. Both gave the “Unexpected error has occurred. Please try again later” Getting this with both cards on my account as well as my girlfriends account. Would appreciate any help. Ive tried keeping all info lowercase with no success. Cant find any other info and yes ive submitted a ticket.

Did this get sorted out?

Thank you for posting this. I am not at all comfortable saying “That’s ok” at this point.

Please do NOT follow any links nor input the suggested string into your browser.

Back when I have more info.

Bishop.4189:

Hey, it’s my first time with this game, and it’s already painful, yesterday i have bought GW2, and started downloading, but after 5h i had 0%, and like ~50MBs downloaded.. I have noticed that download speed is spiking from 0.01Kb/s to 3 Mb/s, but its still not downloading. I have tried editing Hosts file, but its not working.

Are you still experiencing this issue? We have a merged thread about issues with installing or re-installing the game, but I wasn’t sure if you were having the same problem. Can you give me an update on your situation? Thanks.

Update 11 August 2014

The Connection Error 7:11:3:191:101 issue is still under review and will be corrected for everyone as soon as a fix is developed, tested, and implemented into the game. At this time, you should not submit a ticket because the matter will be corrected for all when the game is updated. We will be closing all existing tickets on this matter with a general update.

We apologize for this inconvenience and thank you for your understanding. (Please note our update of 7 August which suggested that for a few players, resetting their modem corrected the matter.)

Sorry about this! We’re looking into the matter now.

Update: 8 August 2014

Two requests:

• 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.

803451 – Resolved
801708 – Resolved
776018 – Resolved
809386 – Resolved
793364 – Resolved
781594 – Resolved
761518 – Resolved
774294 – Resolved
778164 – Resolved
806483 – Known issue, still being worked on.
762211 – Known issue, still being worked on.
64456 – Ticket is still under review.
810545 – Ticket is still under review.
781336 – Final Answer: The account was closed due to an account dispute related to the account’s resale, which is strictly forbidden. It was not hacked by an unknown third-party; the termination will not be reversed.

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 with the 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. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.

Update: 8 August 2014

803451 – Resolved
801708 – Resolved
776018 – Resolved
809386 – Resolved
793364 – Resolved
781594 – Resolved
761518 – Resolved
774294 – Resolved
778164 – Resolved
806483 – Known issue, still being worked on.
762211 – Known issue, still being worked on.
64456 – Ticket is still under review.
810545 – Ticket is still under review.
781336 – Final Answer: The account was closed due to an account dispute related to the account’s resale, which is strictly forbidden. It was not hacked by an unknown third-party; the termination will not be reversed.

Ellieanna.5027:

Here is a direct quote from Gaile about changing your display name:

Gaile Gray.6029:

Just to explain further: We cannot fulfill requests to change Display Names upon request unless the Display Name may involve a potential security issue. So “I don’t like that name” or “I misspelled the name” or “I want to get away from former friends” isn’t sufficient reason for the changing of a Display Name.

However, if someone inadvertently used his or her full name as a Display Name — which I sense may be the case here — we’d most likely be able to assist with a change. 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 she stated, it needs to be your full name for them to change it. Since it isn’t, that is why they won’t change it. Having just a first name doesn’t qualify for their change as it doesn’t cause a potential security risk.

Correct.

We get a lot of such requests, and we have a very specific requirements for fulfilling the requests.

The advice you’ve received is solid: Try to find your saved password and if you cannot, submit a ticket for assistance.

Good luck.

I agree it is a little confusing. But adding the explanatory bit, like (e-mail address) has helped make it clearer.

Account Name: Your e-mail address with which you log in to the game
Display Name: The name that is shown in the game, such as Gamer.1234. Display Names always have four random numbers after them.
Character Name: The name given any of the characters on a particular account.

To be very clear, this forum isn’t designed for appeals of account suspensions or terminations. If your ticket has not been answered in three days or more, or if you believe that there has been some sort of issue — not that you disagree, but that something seriously wrong happened within the ticket or it has not been responded to in a significant amount of time — you may post in the Tickets for Review thread above.

But keep in mind: We get dozens of appeals a day from RMT workers and cheaters who would have us believe that the evidence in front of our noses isn’t proof of a breach of the UA and/or RoC. If you’re using a third-party program, please don’t waste your and our valuable time by submitting a pointless appeal that will be rejected.

I apologize if that sounded cranky, but the number of these incidents is growing:

• “My friend didn’t cheat!”
• Careful review, after one, two, even three previous reviews
• Yep, he cheated. And “he” might even be “you” using one of a large number of RMT accounts.
• Outcome: The only possible outcome: Appeal denied. Again. And again.

This happens. And these dishonest posts may give legitimate players the impression that a lot of errors are made in relation to account terminations, which is not the case. The number of errors is small. The number of reversals is very small.

So before posting, consider using the correct thread, and only that thread. And… choose wisely.

It may be possible for your account to be restored, if it was compromised and if it qualifies for a restoration. If you’d like to look into that, 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 will look into that possibility for you.

We were having issues with this, but I believe it was resolved yesterday.

Can you please let me know if you’re still having trouble with purchasing gems? We’d be happy to investigate if you want to 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 and we apologize for this inconvenience and thank you for your support of the game!

laverinth.5126:

And I’m at the same IP. It hasn’t changed. The emails reflect that it hasn’t changed.

My account hasn’t been messed with. My characters and items are all fine, so I don’t know why it’s acting as if I’m always logging in from somewhere new all of a sudden. I’m not using any programs that hide or change my IP. I’ve literally done nothing different than what I was doing yesterday, yet it’s already had me do this three times – one being just to log into the forums.

I can get in once I authorize my account, of course, it just shouldn’t be necessary to do it.

Could your ISP use a dynamic-IP system? If that’s the case, you might have to approve several times in order to get all the potential IP addresses onto your approved list.

However, if that’s not the case, or if you’re concerned, please feel free to 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.

Thanks for your help, forum members, in answering this question for Doc.

The team reviewed this twice, and I just took another look with a senior agent. The account was involved in the disallowed use of a third party program, such as a bot program, and there is no evidence that it was accessed by anyone other than the owner.

You may continue to discuss with the team, but this really appears to be a closed matter.

Blackjack.5621:

thanks for your reply, his account got already recovered to him and he is doing all the security stuff needed

Glad to hear all is well. Thanks for the update.

Customer Support should be able to help you with this, if you will 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.

AzureShiron.7658:

He maniged to get it fixed so this post can be closed

Thanks for letting us know.

Update: 7 August 2014

Testing has confirmed that for many players, resetting their modem may correct this issue. To be clear, this does not work for every player. However, if you would kindly give this a try, it may get things back to normal for you.

In the meantime, this issue still is under investigation and we hope to have it fully resolved soon. Thank you for your continued patience!

We generally would be able to help with this, so please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, which will create a ticket within the support system. If you do not know some of the information requested, leave the field blank. However, there are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted. Once you’ve done that, the CS Team should be able to help you.

mrgn.9183:

They have just sent an email which they say to login my account and try a few things with my permission and i ve said ok. Hope this is not a common thing and they really do something.

That’s a good thing, and thank you for giving permission. The programmers need to see exactly what’s taking place, so your help can be instrumental in the resolution of this issue.

Many thanks.

Please note. We would like to know the following:

• Your ISP
• Your location (country and, if possible, general location within the country, such as state, region, etc.)
• Your territory or region: NA or EU
• Your Game World (such as Fort Aspenwood, Desolation, Arborstone, etc.)
• The full Error Code you are receiving. (A partial code will not aid the investigation.)
• The number of characters with the problem
• The map name(s) on which the character or characters are trying to load

Thank you for providing that information.

Inculpatus cedo.9234:

Ahh, my bad. I really didn’t see the ‘Submit a Request’ tab. Disregard my foolishness, please.

Maybe a line that says “Submit a request using the tab at the top of the page” would be a bit more clear to those of use with limited awareness. ; )

Interesting idea! Let me converse with my team member about this and see if there’s a way to make the ticket-submission process more visible. I do know the focus of the page is on self-help, because many players (the majority, I think) never need to submit a ticket but simply need to use the Knowledge Base — which is presented front and center — to get the info they need. So perhaps anything that points to “submit a ticket” too broadly would subvert that objective, which means unnecessary delays for the player and a higher ticket volume that will delay response time.

That’s all just musing on my part, though, and I’ll ask. Thank you for the suggestion.

What you are quoting is a general news post on the main page of the support site. That page is the Support Site, and it has the “Submit a request” near the top center of that page. The form that is presented when you click that link is your webform.

This is not a circular link, although you may assume so if you only read the news post.

I will ask our web team if it’s possible to make the Submit a request section a bit more prominent, but I don’t think they’re modifying the Guild Wars website, so I think folks will just need to look around on that page to find it. It’s definitely there.

UPDATE as of 05 August 2014:

• The Error 7:11:3:191:101 problem is a known issue and the matter is under investigation by several team members.
• The issue is not isolated to Guild Wars 2, but is also impacting other games.
• You do not need to submit a ticket at this time.
• You might want to reset your modem and/or router to see if that helps you. (That will not resolve the situation for those experiencing the referenced error, but could help players experiencing a different issue.
• We will try to update here in the forums when we know more , but we suggest you may wish to attempt to log in from time to time in case the matter has been resolved before we are able to update.

We apologize for the time it has taken to get the situation resolved and we will keep working on the problem until things are back to normal.

At this point, we’re still working to get this corrected, and we’re sorry if you end up getting more gems then you intended to purchase.

If this happens to you, submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. This is a Payments or Billing Issue, and I know that the team tries to react very quickly to such tickets. They will remove the unwanted gems and issue a credit as quickly as possible, so don’t hesitate to content the team if you want that service.

(I need to say again: Please do not file a charge-back. We will take care of you, but if you file a charge-back we are contractually required to close the account, and we don’t want to do that any more than you want us to!)

I think you are wise to look into this, it very much sounds as if someone is trying to hack your account. I hope you are not giving authorization for those attempts. That is the beauty of authentication — it allows you to decline to authorize access. (Unfortunately, if someone has access to your e-mail account, that would-be hacker can authorize access even if you do not.)

For security’s sake, I suggest you 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 believe you’ll be all taken care but please check your e-mail so we can finalize this for you. You’re ok to join the game, but there’s one more thing we’d like to do to help you.

Welcome back to the game!

You can get into Guild Wars Support on this link: https://guildwars.zendesk.com/home. Click “Submit a request” and fill in as many fields as possible. Please note that a couple of drop downs are involved, so that the ticket can be properly routed.

I feel sure the team can help you.

Inculpatus cedo.9234:

Gaile,

You might want to change the link in this post/thread as it sends people to the ‘Untrusted Certificate’ page and may cause some concern: https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

When using a search engine to find information on Account Restorations, it suggests the above page/thread/post.

Thanks, that is helpful. I have amended the thread with the English-language link and asked for assistance in making sure I have the proper link for DE, FR, and ES.

Thanks again.

I’m sorry that happened to you. And it is odd that your items were so selectively taken. (Most hacks result in a complete account wipe.) I have to wonder if this might be someone accessing from your location, you know, what I call “The Evil Little Brother™ Syndrome.”

But in any regard, you should submit a ticket. Please do so 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.