Guild Wars 2

DoR.7625:

Sorry that won’t happen again, i just lost my mind and started panicking. I can only apology to you at this point and promise that this won’t happen again. And thanks for keeping me updated.

I do understand and sympathize with this, don’t worry about that. I know that when you’re ready to play, having to wait to get into the game is frustrating, and when you want to link, being able to do so right away is a really good thing.

I’m sorry you’re having the issues, and I do believe you’ll be helped soon!

Update: 24 July 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.

750877 – E-mails come from different “sending” addresses. Please read the thread I linked on Tuesday and follow the instructions about writing from a different email address as a temporary means to reach us. I really believe your support responses are simply being filtered and we cannot amend that on our end.
762211 – I am looking into this to ascertain if this is a known issue and how we can handle such issues.
774294 – This ticket was submitted just yesterday. It will be answered as soon as possible.

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: 24 July 2014

750877 – E-mails come from different “sending” addresses. Please read the thread I linked on Tuesday and follow the instructions about writing from a different email address as a temporary means to reach us. I really believe your support responses are simply being filtered and we cannot amend that on our end.
762211 – I am looking into this to ascertain if this is a known issue and how we can handle such issues.
774294 – This ticket was submitted just yesterday. It will be answered as soon as possible.

DoR.7625:

Gaile Gray.6029:

I looked at the ticket and this is simply a matter of waiting until an agent can address the issue. I should remind you that you log into either account using an e-mail address and never a Display Name. If you’re attempting the linking process using a Display Name, that might account for the issue you’re having.

Beyond that, please wait for an agent to review and respond. Thanks for your patience.

That’s not the issue since I tried to input my e-mail instead of my display name and I still get an error message instead of that bug… The message is: “A server error has been encountered. Please wait a moment and try again.”
I really need help, CS doesn’t responde -.-

You’ve posted in multiple threads on the forums and you’ve sent me a private message, which we ask that forum members not do for individual issues. All I can do at this point is ask that you please allow the team time to address your issue. Thank you.

So glad that all is well now.

I looked at the ticket and this is simply a matter of waiting until an agent can address the issue. I should remind you that you log into either account using an e-mail address and never a Display Name. If you’re attempting the linking process using a Display Name, that might account for the issue you’re having.

Beyond that, please wait for an agent to review and respond. Thanks for your patience.

SpudBob.9036 – please submit a ticket if you still need help.

papi.8279 – please submit a ticket if you still need help.

Nauticus.5769:

Thank you Gaile for taking action on this if you found the ticket number. In case you haven’t it’s 760757.

Thanks for that. I had found the ticket, but I always appreciate having the number, it makes it easier to review.

I still feel you’re not getting the right response and I want to give you an extra helping of Enchantment of Apology, +20 to “We’re really sorry!” What the team should be doing is working with you first to make sure that you have the proper titles and then, if you do, there’s a process the agent can take that could make an adjustment that allows the title to reset or, in very outlier cases, to review the account from another vantage-point.

I’m actively bending the ear of an agent and a lead to get that first response out to you, so I think you’ll hear within minutes of my writing this. If not, someone is off the doughnut list for a full month!

But seriously, if you haven’t made progress by this evening (I am writing this Thursday at 1:45 PM) let me know. At the very least, the agent will get through Step 1 and at that point, if the titles are properly attained, can move to Step 2 or 3, as needed.

Please update your ticket (respond to the e-mail you received) to discuss an account restoration with an agent. Often they are done prior to returning access to the account owner, but you can ask about this now in your existing ticket.

I don’t want to be redundant, and if you’ve done this, then skip to the second paragraph. But I need to ask if you have tried reviewing our sticky thread on Black Screen issues, because it does have troubleshooting tips. Here’s the link: https://forum-en.gw2archive.eu/forum/support/tech/Black-Screen-Issues-1/first#post4146816

If that info doesn’t help you resolve the issue, and if you have not already done so, then I suggest you click 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.

Notorious.9164:

just re downloaded the game to see how the game is going and to evaluate whether or not i should come back and i start up the game then i hear the music and everything i see the in game cursor and a black screen.

Have you tried reviewing our sticky thread on Black Screen issues? It may help you! Here’s the link: https://forum-en.gw2archive.eu/forum/support/tech/Black-Screen-Issues-1/first#post4146816

If those trouble-shooting tips don’t help you resolve the issue, I suggest you click 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.

Happyangrycatfish.1725:

This only happens when I bring up the gem item store nothing else. I get a black screen and have to relog. Not too big of a deal but a bit annoying. Anyone know how to fix it?

Have you tried reviewing our sticky thread on Black Screen issues? It may help you! Here’s the link: https://forum-en.gw2archive.eu/forum/support/tech/Black-Screen-Issues-1/first#post4146816

If those trouble-shooting tips don’t help you resolve the issue, I suggest you click 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 give me a ticket number, I’ll be happy to look at the ticket!

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.

Baardus.7253:

It works now.
I don’t know what happenned but there now is a talk prompt instead of a greet prompt.

Thank you for your help

I am glad this sorted out for you, and thank you for posting this update. Just FYI for others who may experience such an issue, occasionally a player finds if he logs completely out of the game and then back in, everything aligns properly. This is seldom necessary and, admittedly, it is not always effective. If someone tries mapping elsewhere, and relogging, and if s/he still has troubles, submitting a ticket would be a good way to let us know you’re having issues, and to allow an agent to try to assist you.

Sure. The population of a world is not the number then present at a specific time, but the total number affiliated with or living in that game world. Sort of like the population of Bellevue, Washington is a given number, even if many are away working in other cities during the work day.

Thanks for understanding, frenzynoise.

Sometimes a word or name is blocked because it’s offensive. (And that might be “offensive in a different language” because Guild Wars 2 is a global game.) All that is pretty easy to understand, I’m sure.

Occasionally a word is blocked because it too closely resembles an in-game name and we want to prevent confusion. (There was a time when Xunlai Agent was a character name, and you can imagine how confusing that was! )

And, to be honest, occasionally our filter becomes a little Hal 9000-ish and develops a mind of its (his?) own and blocks something that really is / should be allowed. (Unblocking is not always possible.)

In the case of “Party” I believe the system is being overly sensitive, but then again, the word may have been added by someone else to prevent confusion.

I really appreciate that you’re flexible and will consider the alternative suggestions offered!

Update: 22 July 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.

765888 – Resolved
750877 – A response was sent on July 15th. If she did not receive the response, please ask her to read this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

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.
• 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: 22 July 2014

765888 – Resolved
750877 – A response was sent on July 15th. If she did not receive the response, please ask her to read this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

Good suggestions, IWN — thanks for sharing.

SpudBob – I cannot located a ticket related to this display name. Please provide your ticket number.

Papi — I cannot located a ticket related to this display name. Please provide your ticket number.

Nauticus — you were given an inaccurate or incomplete answer. I’ve flagged your ticket for review.

chezzepticon and Sai Locke — I believe we may have another process that we can undertake to try to help, even while the devs are reviewing this issue, as you were told. I’ve flagged your ticket for review.

poptsot — According to your ticket, you were told that this was a known issue and that the developers were working on a fix. That’s true in this case. I’m a little confused about what you said, because you were not told to report in the game. In any regard, I will flag your ticket in case there’s a better answer.

BG makes a good point. If the world is full, your friend won’t be able to join. The good news, though, is that world populations change all the time. Therefore, he should continue to try, even during “odd hours.” I believe he’ll find he’s able to get onto the desired world soon.

nightly.2761:

Solved. within 48 hours!! Thanks again.

Can be closed now;)

Terrific news! Thanks so much for keeping me up to date on the situation. It’s good to know that things are working even better than anticipated, where the charges were reversed quickly and appropriately!

We’ll continue to try to speed up transaction completion so that there aren’t incidents of this nature, but invite anyone with questions to contact Support and we’ll take care of you.

Windu The Forbidden One.6045:

Gaile Gray.6029:

This is not a phishing e-mail. How can you tell? It does not ask you, nor take you to a page that asks you, to provide account-sensitive information. (Even the reset process only asks for your e-mail address and nothing else.)

You can verify that you’re on an official page by carefully reading the URL and noting that it is going directly to our account management section.

I commend the care with which you review e-mails, but in this case, with these exact links and requests, you can rest assured this one is ok.

Alrighty then. My apologies for the false alarm

No worries at all. We like to keep abreast of possible new phishing attempts and when they prove to be “phishy” we add them to this thread: https://forum-en.gw2archive.eu/forum/support/account/Phising-mail-from-Arena-Net/first#post4221516

Hey Nauticus – may I have your ticket number? I want to make sure our agents are giving the best advice, and I need to determine if this is a one-off situation, where we can help individual players with an account-based issue, or if this truly is a systemic issue that would warrant an in-game report.

Thanks for that info!

I wanted to note that I merged two similar threads to try to keep the reports in the same thread.

Update: 21 July 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.

754736 – Resolved
754149 – Resolved
743638 – Answered today in Ticket No. 743332
759837 – This was resolved last Thursday in Ticket No. 759613. If you did not receive the response, please see this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262
762548 – Final answer: You were not hacked. You may not post again.

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.
• 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: 21 July 2014

754736 – Resolved
754149 – Resolved
743638 – Answered today in Ticket No. 743332
759837 – This was resolved last Thursday in Ticket No. 759613. If you did not receive the response, please see this thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262
762548 – Final answer: You were not hacked. You may not post again.

RoyalPredator.9163:

Jeez Gaile, why have you had to close my topic?
https://forum-en.gw2archive.eu/forum/support/account/To-Support-or-To-Gaile-Gray

No, there is No ticket yet, because the system doesn’t allow me to create one.

You should be able to submit a ticket now. I looked into the account configuration and it should allow a customer support or account-related ticket at this time.

I note that you were unable to submit a ticket, but I believe that you will be able to do so now.

You’ve made quite a few erroneous statements in this thread, and therefore I am going to share some information and then close the thread.

• We definitely do have tools that allow us to track purchases. We do not deal in “assumptions.”
• The statement about making an exception is accurate and appropriate. It would be wrong and potentially dangerous to engage in a constant stream of item replacements.
• The request that a player use care in handling items is also fair, because if players use care, there will be fewer tickets of this nature which means that everyone gets faster service.
• Gifted items are handled differently, and on a case-by-case basis. We have records of those, but it’s appropriate to deal with the actual buyer and not the recipient.
• Every agent is highly motivated to help. The team is made up of human beings, which means they may make the occasional error. However, no one is in — or retains — a position because he or she “does not really want to help.”

If seems from your comments that you had corrupted files, and that everything now is fine for you. If that’s not the case, please update your ticket to let the team know if you continue to need assistance. In the meantime, I hope the information I provided is helpful to you in getting a realistic view of the situation and how it was handled.

If someone gets charged more than once, we will take care of that person and make sure that he or she has exactly the number of gems intended for purchase and no more.

Sometimes there is a lag in PayPal purchases, where it takes a bit of time for the gems to arrive. Our payment provider is working with PayPal to try to address this. Ideally, you will be able to click “purchase” and immediately receive an in-game mail saying “Here are your gems!”

• If you accidentally purchase too much, contact Support and we’ll retrieve gems and get you a refund.
• If you purchase in error because the first purchase was slow to process, likewise, we’ll make it right.
• Never feel that you are obliged to keep gems that you did not intend to purchase — we will work with you to get that right!

The critical thing to remember is Do NOT do a charge-back for situations like this. Contact us and we’ll make the necessary adjustments that safeguard your account and that make sure you don’t spend a penny more than you intended to spend.

Zinnia Rose.9425:

I am having the exact same issue with linking (weird serial number and all) so this bug is still ongoing. Like others in this thread, I have different email addresses linked to my GW1 and GW2 accounts, so that may be the cause of the issue.

In any case, I’ve submitted a ticket, so fingers crossed it’ll be sorted soon!

Thanks for this info, ZR. If you don’t have an answer by, say, tomorrow, could you post in the Tickets for Review thread, so I can take a peek?

AnsanJeux, if you still need help, a ticket really is the best way to get help, because an agent can discuss the individual factors related to your account with you directly.

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.

intently.4502:

They talked to a manager at GameStop and he took care of it. Hope the original employee got some training.

Excellent! I am so glad when our partners come through. I’m sorry it took an additional trip to get the matter resolved, but am happy that your nephew can play the game now!

I’m going to see if I can find out anything more about this. I hope to have a bit of info tomorrow.

This is not a phishing e-mail. How can you tell? It does not ask you, nor take you to a page that asks you, to provide account-sensitive information. (Even the reset process only asks for your e-mail address and nothing else.)

You can verify that you’re on an official page by carefully reading the URL and noting that it is going directly to our account management section.

I commend the care with which you review e-mails, but in this case, with these exact links and requests, you can rest assured this one is ok.

Reaper, the only ticket I see from you is from earlier this month. If you need help with this new question, please don’t hesitate to submit a new ticket!

Valeyl, I did find your ticket (#759705) and it appears you’re ok now. If not, could you please update this thread?

I see that you posted in the Technical Support forum, so I’ll close this thread.

For general information, I’d like to address two comments in this thread:

Brother Grimm.5176:

If Support mentions a compromise, ASK for information about when and how long the compromise happened. You need this info when you request the rollback.

That information is absolutely not required in order to receive an account restoration. We can see game access logs and ascertain when the compromise took place and then determine the closest “snap shot” to use as a point of restoration.

Elas.9052:

Another question: Is it possible to change my login e-mail at all, I know it used to be an option but I can’t find it anymore?

Yes, Customer Support certain can help you with this. Simply add that request to your existing ticket so that the agent knows this is part of the service that you would like to receive.

Specifically in relation to this thread:

Elas.9052:

All sorted now, thanks for the help everybody. A mod can close this now. Cheers.

Great to know. Thanks for updating!

Uhaen.9876:

I wish to express my gratitude for the assistance on my ticket. Timely, efficient, got precisely what I needed. If you guys ever contract CSR out to Comcast, they’ll have a world-wide monopoly in days. In case anyone at ArenaNet takes the forum’s more vocal members too seriously, I’d just like to reinforce precisely why it is Guild Wars is working on 10 years running as a non-subscription MMO; my experience with the staff has been nothing short of exemplary.

Thanks again! ^^;

~Uhaen

Wow, your post gets my award for “Post Most Likely to Brighten a Day!”

Thanks so much for your kind words and for your support of our game and company!

The account is owned by the person who activated the code and played on it initially. We cannot assist in retrieving a gifted account. Sorry.

We sure can try to 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.

Yes, the team can assist. 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.

Every in-game report is reviewed and acted upon, when necessary. In-game reports are simple to submit and are provably effective.

Now, no one who submits an in-game reports will receive a personal response; that’s simply not the way the system works. You report, in the game, and the report generally is seen within minutes and is often acted upon, when appropriate, in a very short period of time. Reports that take longer to investigate may be acted upon in a day or two. Reports that are not creditable, or which our investigation finds to be without merit, naturally are not acted upon at all.

Further, there are two types of actions: Suspensions and Terminations. Suspensions are temporary, so don’t conclude that “nothing happened” because you spot the player you reported a week or a month later. Terminations are permanent, and yes, terminations happen every day, and not solely on the basis of RMT (in-game sold sales, advertising, etc.)

RoyalPredator.9163:

Hi Gaile! I’m sorry that I have to make this topic, but at support ticket request it’s “You have been suspended from this account. You are not allowed to submit requests at this time.” Would be really fun to try gettign back a hacked account with this deny, lol…

But it’s not the case – some weird thing instead.
My original message

Hi! There is a missing Mistforged Heroic Longbow in my Bank, meanwhile, I’ve discovered that there is a Heroic Greatsword in it’s place.
Could you please help me and find my Mistforged Heroic Longbow? I don’t even see it in my Wardrobe’s collections – seems not unlocked.
I don’t know what this is…

Hope someone can help with this issue, or making a ticket of it at least.
And unblocking me as well?

Best regards,
- Royal

If you need help with a ticket and the ticket is at least three days old, you can submit in the Tickets for Review thread above. Thanks.

I edited my post for clarity, based on information I was just provided:

To unlock the content, you need to enter the game world. You cannot simply log onto the character selection screen.

Unkillable — You are welcome to submit a ticket and discuss what seems to be an individual issue with Technical Support. Clearly this thread is about a very recent occurrence, not a situation that has been ongoing for 2+ weeks.

Midnight.2348:

Dear Gaile , i send ticket # 747706.
My problem is not solved . I checked it while doing my daily.
It’s not nice to be cheated for suport.

You are not being “cheated” by support. You were asked to report an in-game issue in the game, and you later wrote to say you’d received some of your rewards. If you are still entitled to rewards, you need to report that, as requested. If you need additional information, please update your ticket. The forums are not the proper place to discuss individual account reward questions because each case is different and each account has its own set of details.