Guild Wars 2

skullfaerie.7203:

Thanks a lot for the really fast response, Gaile It’s back! You’re awesome!

That’s terrific news — thanks for letting me know!

Finnguala.6921:

Guildy was heavily farming foxfires and can’t post here due to the ban on his account!

ID: Rebound.3409
Ticket nr: 795635

Hope you get this sorted out, thank you!

All fixed! Please thank for friend for his understanding.

zorokai.1486:

After farming foxfires for the back piece for the past two days or so my friends account has also been banned permanently and is unable to seek help with this issue.

Skullfaerie.7203 is the account name.

Can any Devs check this for me, I’ve heard there were many false positives and would like to be directed to help.
Thanks!

A ticket has been sent, Ticket number is #797102 – updated

I have responded to your friend, and her account should be reinstated now. Thanks for helping us help her!

timelord.6089:

Hi Gail,
i got my account back, also with no compensation, but thats ok for me.
More important is, what happens if i continue to farm wood @Malchors?
Will i get banned again?

I explained the mistaken belief that some were getting “compensation” just above. It’s sort of a bug, not a feature or a gift.

And you are welcome to farm wood, and you should not fear any repercussions whatsoever! Good luck with that lumber harvesting!

Kelgar.9580:

Could you also look at mine? I was farming foxfire clusters a lot yesterday.

My account is Khalid.6345 and my ticket is 796167. I sent it 5 hours ago and I was getting worry.

Thanks.

Yes, that was an error, and we apologize. Your account should be reinstated now.

LindseyMarie.5931:

Thank you so much!!

Terrific. Thanks a lot for posting.

Angel.6085:

She was able to log in now, thanks so much for the prompt help

So glad to hear that, thank you!

bradldz.3728:

Hey everyone, hi Gaile, I just thought I would post my thoughts on this issue here as I was one of the people who got wrongly banned today and was affected by it and not able to play for most of the day. I can access my account now and log in fine ( no emails from anet so far about the ticket i opened as soon as my account came up banned while i was actually in game and kicked out btw). This might sound a bit stupid but i think considering the amount of your customers involved we should have been treated fairly. what i mean by that is that i understand this came from farming nodes which i was doing with 3 of my guildies last night and all 4 of us got a ban today, all of our accounts are active now, however, one of us got the ‘special item delivery’ message which contained the heroic chest and the letter with 4k influence in it, i received the ‘welcome to tyria’ message which contained ONLY the letter of influence (which is a stupid compensation if you ask me as i could not care less about influence, heroic chest i would take gladly as i still need 2 of the armor skins unlocked) and my other 2 guildies didnt even get anything apparently. wouldnt it be fair to treat us all equally and give the same compensation? this might sound a bit shallow but im sure you can understand my unhappiness.

Hi. I’m happy to explain this: Occasionally, when we reinstate an account that does not already have the Heroic Edition features, the items related to that version of the game were sent to that account holder. We’re not sending gifts or compensation or anything of that nature related to this incident. But that may explain why you are noting what appears to be a reinstatement disparity in the accounts.

Angel.6085:

Posting for a friend since she can’t access these forums anymore :
—————————
Account name: LindseyMarie.5931
ticket# 796372
—————————
She spent most of yesterday gathering wood to get foxfire clusters, discovered the ban around 4 hours ago when she tried to log in. Read somewhere that all of the accounts that were banned for gathering wood were already reinstated and she was worried hers was overlooked.

Thanks for looking into these issues, Gaile! Hopefully she can log back in soon, she’s super upset!

Should be resolved now. Please extend our apologies and thank you for making us aware so we could take care of your friend.

Pony.8956:

Thank you Gaile, I have access to my account now. I do appreciate, I hope you have a wonderful weekend. Sorry, if I sound like an A@#. I just hate dealing with BS, cause its so time consuming.

I appreciate you took the time to post, Pony, and no worries. I totally understand frustration and we’re real sorry for the inconvenience!

kitsu.3502:

Thank you for the reply… but no, I personally still can’t log in. I’ll keep waiting, I suppose.

Try again? I’m working on this right this minute and I feel like telling you “3…2…1…” But seriously, if you could check now, that would be great!

Update on this situation:

Last night, we had a few false-positives that resulted in temporary account closures. This situation impacted an extremely small number of accounts, but for those who were impacted, we are very sorry that this took place. All accounts involved in this situation were reinstated within 4 hours, and all accounts should be good to go now.

I suggest that you might want to check the game to see if you can log in, too. If not, then your particular situation is different and you can rest assured your ticket will be reviewed and responded to as soon as possible. If you have not had a resolution after three days, please feel free to post in the Tickets for Review thread and we’ll take a look.

Pony, is your account ok? I can’t check it this minute, but I can look in a few minutes. In the meantime, if you could check on whether you have access, I’d appreciate it!

storm officer.1028:

thanks it works now!

Wonderful! Thanks for the update, storm officer!

lin.6487:

finally i got unban took 3 hrs but did give me a reason to watch some shows. looks like they got a messy amount of tickets to go through so be patience guys.

Glad you’re back, lin, and thanks a bunch for posting.

Lilith Ajit.6173:

I just wanted to say that I bought gems in my first personal story instance on my first character on my second account and had no problems. That itself really shouldn’t be the issue, unless it is random and different for various accounts.

Exactly. Gem purchase issues aren’t based on account age, so anyone who experienced this issue should submit a ticket so CS can help out.

Looking into this! Back with you very soon.

Please try logging in again; it would be helpful if you did that and reported if you now are able to access the game.

In the meantime, thanks for your patience.

GreytheRaven.3492:

Guys, I’ve logged in with my second account (my son’s) to ask a question regarding my primary account, which has just been downgraded to Trial. Meaning, I can’t log into the game. Two things may have caused this, both would be insanely absurd in nature but this is the only two things I can think of.

One, I’ve cancelled wildstar, which has the same ncsoft acct name as my gw2 account. Unlikely, right?

Two, I harvested and sold 200+ gold worth of foxfire clusters over the last 2 days. Banned for botting? I harvested every single one myself (no bot, wouldn’t know how to do that) but also, no email from anet saying i’m banned so I assume that isn’t it either.

I did open a ticket with anet, but now i get to sit here and twiddle my thumbs until I hear back at them. Any response or sympathetic comments (or informational ones at that) would be highly appreciated.

Heya. May I have that ticket number? We definitely want to reduce thumb-twiddling to a minimum!!

Berelious.3290:

I’d also like to add that support has personnel that speak various languages. Don’t be afraid to submit your ticket in your own language.

Just to be clear, we have agents who are fluent in English, French, German, and Spanish. If you submit a ticket in another language, we might not be able to assist you. So we ask that players please submit in any of those four languages.

Sorry if I confused you, I meant the word “queue” figuratively. There are any number of people waiting to join a certain world. Whomever is actively trying to join at the time a space becomes available will get that space. If several people are attempting to join, the first who complete the process will move. As I explained, we will not prioritize someone’s entry to that world over others. We won’t. We can’t.

You said in your ticket, “It JUST SAID NOT FULL AND BY THE TIME I CLICKED TRANSFER IT DID NOT LET ME!” You say the game “glitches.” What exactly happens? Do you disconnect? Black screen? Freeze? Time out? What error code or message do you receive when you get this “glitch?”

I’ve checked with the team and they have not noted any other tickets about a world transfer glitch. Please go ahead and provide detailed information about what you’re reporting in your ticket, including steps that allow our team to verify and replicate any possible issue so that we can investigate. Taking a screenshot of the message you receive is another way to get us the details.

I just merged several threads with a specific error code: Connection Error 7:11:3:191:101.

In order to help investigate and resolve this issue, 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. And again, *you do not need to submit a ticket about this error code — the team is aware and will resolve this as soon as possible.

I have merged three threads into this one, just to keep things together.

I’ll ask our Technical Support folks if they have any information to provide on this. I note at least one post saying that he or she had submitted a ticket and was asked to contact the ISP on their end. That may be the answer, but I’ll see if there’s more to share.

Thanks for your patience.

I really believe you need personal assistance. 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.

LostBalloon.6423:

Hi,

The agent who takes care of my tickets does not feel human at all, it almost feels like he is not even bothering to read and just copy/pastes a “cant do” reply and moves on to continue with his quota.

This makes me boil!
I feel like the agent doesn’t give a rat’s kitten and wont even try to help in any way.

Ticket no: 784874

You’ve asked for the CS Team to make room on a full server so that you can transfer. As the agent who answered the ticket said, we are not able (or willing) to offer such a service.

I understand you’d like us to make an exception for you, but we’re simply not willing to “jump the queue” on behalf of any player, nor do we have the tools to do so.

As to your other statements in the tickets — and yes, I’ve read the whole thing — you’ve making some pretty wild allegations. “Venting” may feel good, but in the end, the answers that you received, all of which were expressed by human agents in a courteous manner, are absolutely correct: We cannot give you what you want. I’m sorry that you’re unhappy about that decision.

nearlight.3064:

You could always put an accent on the i in Ari.

Hey, that’s a pretty nice idea!

Mental Paradox.3845:

Gaile Gray.6029:

Mental Paradox.3845:

Yup, done. Thanks =)

We’ll get to the bottom of this, and thanks for your patience!

Thanks Gaile, but I think I know what the problem is now. My credit card, and by extension PayPal, is being rejected all over the place for unknown reasons. My bank is on the issue. So it’s on my end, not yours.

Thanks!

Thanks for posting to let us know and best of luck as you get that sorted out.

Any tickets that require review should be posted in the Tickets for Review thread. Please provide the ticket number if you post there.

As far as getting more details, I’ve said this many times in the past, but I don’t mind repeating it:

When an account is found to be using a bot, we terminate that account’s access to the game. Such terminations are nearly always permanent, but if a player submits a ticket and appeals the termination, we will review the details and game logs again to verify the decision. If the information in the initial termination decision remains solid (and it nearly always does), the player is told again simply that the account was terminated for use of a disallowed third-party program.

Why no details?

Because providing details will be giving botters a lesson in how to get around cheat detection. If we say “You did X, Y, and Z,” then the botters will simply change their algorithms or their process to avoid or mask those activities. If we say “You were on this map, doing this thing,” then you can be sure that the botters will go to a different map, log in at a different time, use a different character, or try to perform slightly different actions in order to avoid detection.

We cannot and will not offer a “Guide to Cheating” for our game. And for that reason, we are not able to provide specific details about an account termination. Legitimate accounts will be reviewed, and they will be reinstated into the game. But again, such cases are rare. In short, our not providing details on cheat detection is in the best interests of the game and our players.

I do not believe there is any restriction on gem purchases related to account age, but please include that question in your ticket.

We do not take character or display or guild names away from valid accounts. Someone may step away and return to the game later, so the names must stay in place.

You did the right thing in sending a polite request, and hopefully that player will respond and the two of you will make arrangements. (Support cannot switch names, even with mutual permission, but you can do this privately.)

Thanks for the kind thoughts — they warm my heart.

I just checked and there’s no update, but I do know for certain this is entered as a bug and I know to whom it’s been assigned. I will try to check with him later in the week just to see if I can learn more about this.

We appreciate your patience. But then, if you’re GWAMMs, you have already proved you have extreme patience, stick-to-itiveness, and general awesomeness.

Mental Paradox.3845:

Yup, done. Thanks =)

We’ll get to the bottom of this, and thanks for your patience!

Ok I Did It.2854:

Gaile I totally understand what your saying about the Lag from paypals system to your own and that the account updates when the payment is received on your end,

The problem that is occurring is before that, when you hit pay now on paypal, it used to load a page saying your gems will be with you shortly, now it always displays a page saying an Error as Occurred please contact customer support, this is why when I first seen it and noticed I hadn’t got the gems ingame, I figured PP was having issues, so waited a few mins then tried again ( websites sometimes lag out im sure you know ) but when it did it the 2nd time I got charged twice, and got the gems twice,

What im saying is, this could either turn people away from buying gems, or you could end up dealing with 100’s of customers a day who where charged twice,

The next time I get gems I will screen shot the error and post it for you.

I’d appreciate that. The last thing we want to do it caught inconvenience, inadvertent purchases or, quickly frankly, a block to someone’s ability to purchase gems, if they choose to do so.

Thanks for this info and I’ll watch for that screenie, as well.

Mental Paradox.3845:

You guys are lucky. I can’t buy gems at all.

Can I help? Have you submitted a ticket? We can look into the matter if we know more via a ticket.

If the suggestions above do not 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.

Thanks to Inculpatus and simplesimon for letting the player know to not post personal information, and for alerting this thread.

If you see personal information in a forum post, please click the “flag” icon to the right of this panel and report to the moderators. We want to protect players as much as we can, so a quick “alert” may allow us to remove that info before bad people harvest it.

Thanks again for your help!

sairing.5832:

how you discover me boting,are you joking,thanks a lot for you not band me.
eeeeeeee,
this time i just for my worong delete chracter,a 80’s mesmer,called “mesmer sairing”

Yes, the response was in relation to your friend’s account. It’s closed and will not be reopened, as explained in the tickets.

As to your deleted character, we cannot restore that character. I’m sorry that you deleted it, but there is nothing we can do to help you.

LuskeTrusk.5923:

Hi ive been trying to gett in the game for 2 days now 1 and a half day waiting for my athentication and now my problem is i cant remember my password couse it whas saved in browser so i cant change it and secound is i cant remember any of my characters name so i cant recover password either what do i do i have sendt tickets but im tierd of waiting all the time i yust want to play my game!

You need to wait for assistance, it’s really that simple. The team usually is able to help in a short time, so please be patient.

If you still need help after three days, please post in the Tickets for Review thread above.

Klinec.5269:

Thx, that repair worked

Glad to hear that, and thanks a lot for updating to let us know.

Botting = account closure.

It’s that simple.

The account will not be reinstated.

Update: 29 July 2014

766748 – Resolved.
761518 – As updated yesterday, this is still being examined and we hope for a fix soon.
778164 – Answered on Friday. Please update your ticket (respond to the e-mail) if you still need assistance.
781594 – Requested review; it may take a bit because ownership disputes are very sensitive.
750877 – I re-sent the e-mail today.
freya icyian.8192 – There are no tickets in the system from this name. Please provide a ticket number or submit a ticket, as appropriate.
771796 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
765913 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
780117 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
787289 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.

Ellieanna.5027:

Gaile Gray.6029:

MeefChurrito.2793:

Hi Gaile! My friend has been unable to log in for quite a while. His current ticket is 775424, although he submitted a request a few weeks before this and never received a ticket number.

Thanks!

I see two tickets from your friend, once closed (appropriately) as a duplicate. I suggest he read the sticky post at the top of this sub-forum, because the team is sending responses, and he clearly is not receiving them. Sorry I can’t help more, but he might consider the option of using a different ISP to contact us, being prepared to verify ownership, of course.

I think Gaile means email address. Try using a different email address if the first one isn’t getting the responses. Usually means there is a block, and Anet cannot get past it.

No, I mean E-mail provider (sometimes but no always associated with one’s ISP, so I should have used that term). Using Name#1@Yahoo.com and then switching to Name#2@Yahoo.com does not solve the problem. Using a different e-mail provider is the step to take.

I understand and sympathize with your frustration, and I am glad that things sorted out for you (and I’m proud that they were resolved so quickly).

To be clear to others who might read this thread, the option of making a free world transfer is offered if your delete all your characters. If you do that, please make sure you move your items to storage, as anything on the character will do away. You may want to check the wiki for details of this process: http://wiki.guildwars2.com/wiki/World#Accounts_without_active_characters

RecklessPat — we always try to help our players, and we’ll continue to do that in the future! Welcome to Tyria! I hope you have many wonderful experiences in our game.

As Jeffrey pointed out, “Adding another warning would be impractical since the system only knows what the next step is (based on the instance owner’s choices) and can’t tell what it might have been based on every other player’s choices. The story steps branch at different places for different reasons, so it’s not a simple matter of ‘If player A is a different Order than player B pop up a warning.’”

This is true.

Perhaps even more, as players we need to take responsibility to read the existing messages and really understand what we’re doing. Quite frankly, history shows that making it “louder” or brighter, or bigger probably won’t increase the chances that someone reads the message and makes the right choice. We all can fall prone to what I call “Quick Click Syndrome™” where you think “Yeah, yeah, accept” and then go “Whooops!”

In the end, Jeffrey supplied a way for the OP to get this right. In the bigger picture, I suggest that we need to read what we’re being told and not be so hasty. (And of course I say that without being judgmental, just wanting to make sure we’re looking at this from the right perspective.) There definitely are cases where increasing clarity in the game is a desirable thing, but in this case, it doesn’t seem that would address the real issue.

When you submit a report, as requested in the crash message, you won’t get a response. But the details will be forwarded into the system, which helps the devs determine if something is happening on a system-wide level.

For individual issues, you are best off creating a Technical Support ticket, if you find that you don’t get the info you need in the Technical Support forum.

The OP was in relation to a friend’s purchase, and as indicated, the person who made the purchase needs to contact Support.

If after trying the suggested steps you still need assistance with your account, 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.

Thanks, nVu. I am glad you sent a ticket — I want an agent to review the process and your notes to find a fix for this.

Oh, and I should say that while it’s an inconvenience to not be linked, don’t worry, all your rewards from GW will be awarded in GW2, as soon as we can get you linked up. It’s a nuisance, but the records will be retained so you get full credit.

MeefChurrito.2793:

Hi Gaile! My friend has been unable to log in for quite a while. His current ticket is 775424, although he submitted a request a few weeks before this and never received a ticket number.

Thanks!

I see two tickets from your friend, once closed (appropriately) as a duplicate. I suggest he read the sticky post at the top of this sub-forum, because the team is sending responses, and he clearly is not receiving them. Sorry I can’t help more, but he might consider the option of using a different ISP to contact us, being prepared to verify ownership, of course.

DungZo.5498:

I do have something information to add though I’m not sure how helpful it will be. In my case, I got my gwamm title more than 2 years ago, possibly 3 years so that would count out bullet #3 on my half. Even though my gw2 account is almost 2 years old, I only recently started playing due to computer specs requirement therefore I never spotted the problem until now.

Thanks — that’s good to know and I appreciate you adding it to the thread. My belief is that a fix of the bug will fix it for everyone, but I like having that extra tidbit of info. What I find interesting is that you earned the title some time ago, but only started using the account recently. That could be consistent with “new obtainers” in that it wasn’t previously displaying because you hadn’t attempted to do so.

I’ll include this detail when we have more info back from the teams working on the issue.

Thanks again.

At the request of the OP, I’m closing the thread as the subject has been adequately addressed and/or the questions have been answered.

Here’s an update: https://forum-en.gw2archive.eu/forum/support/account/GWAMM-title-does-not-show-merged/first#post4236931

Because we believe this is a bug that we can address globally, you do not need to submit a ticket at this time.

It occurred to me we have a pretty comprehensive Knowledge Base article about account linking. It’s here: https://help.guildwars2.com/entries/28147506-Guild-Wars-Accounts-Their-Effect-on-Guild-Wars-2

If you guys are following the steps and it’s not working, we need a ticket. If you believe the article has an error or if some of the steps are unclear, I’d really appreciate if you point that out, so that we can do a review and rewrite.

Ok, so here’s the latest, as of this morning. With the cooperation of a couple of players, we’ve examined this on the back-end and then on an account-side basis. This means an agent has logged into the account and collected data on it. (Don’t worry, this is entirely secure and the account owner gave permission in advance. We never ask for and do not need a password — so again, never reveal your password to anyone, including someone who purports to be from ArenaNet or NCSOFT. )

So, the update:

• We have collected enough data now to move forward.
• At this point, we believe that this is a bug.
• It seems to be affecting players who recently obtained their GWAMM title.
• The bug report has been filed with QA and it will be reviewed as soon as possible.
• We’ll roll out the fix and I’ll update this thread.
• Then, if you still have an issue with your GWAMM title, we’ll ask you to submit a ticket.
• At this time, you don’t need to submit a ticket because we’re working on a fix that should positively impact all affected accounts.

Let me know if you have any questions and thanks for your reports and the info you shared here — it helped us greatly. (I’ll update here if we have further questions, as well.)