Guild Wars 2

Gaile Gray.6029:

goblin.5938:

Gaile Gray.6029:

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to Support@GuildWars2.com and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

Thank you for response. We will use a different e-mail provider to submit another request.
But could you please check if there is a request from her? Submission e-mail address matches her registration e-mail.
I know it might sound like i’m some other person, but we live together, we play together and we read this forums together. And now we are using this healthy account to ask for help on forums, because other methods of communication didn’t work.

We have two tickets in the system. Both have been sent an automatic response, but I believe the e-mail account used to submit the first ticket may be compromised, and the hacker may have deleted the response. Since you submitted a second ticket, presumably from a secure e-mail account, I’ve asked agents to respond in that ticket, to avoid the hacker getting confidential information through what is, I believe, a potentially compromised e-mail account.

I could be wrong in my assessment, but since you have two addresses, I’d rather be safe, especially given all the authentication approval communication the first e-mail address received.

I wanted to hasten to say that I do not know for certain that the e-mail account has been hacked, but it bears all the earmarks. So for security’s sake, I’ve made notes on both tickets and hope that helps her.

goblin.5938:

Gaile Gray.6029:

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to Support@GuildWars2.com and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

Thank you for response. We will use a different e-mail provider to submit another request.
But could you please check if there is a request from her? Submission e-mail address matches her registration e-mail.
I know it might sound like i’m some other person, but we live together, we play together and we read this forums together. And now we are using this healthy account to ask for help on forums, because other methods of communication didn’t work.

We have two tickets in the system. I’ve believe the e-mail account used to submit the first ticket may be compromised, so since you submitted a second ticket, I’ve asked agents to respond in that ticket, to avoid the hacker getting confidential information through what is, I believe, a potentially compromised e-mail account.

I could be wrong in my assessment, but since you have two addresses, I’d rather be safe, especially given all the authentication approval communication the first e-mail address received.

CS agents can offer you some troubleshooting steps, so do feel free to submit a ticket.

Doomdice.7984:

I have sent tickets and I have opened a thread in this forum about my issues but everyone who replied was having the server attack issues (which didn’t help me at all). Also this thread got attention from Gaile so I thought I would post here.

Continue to discuss with a Technical Support agent, please. This thread is intended to collect various posts about recent service interruptions.

Thanks for understanding.

I responded in Account Issues, so am closing this thread.

Update: 17 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.

749494 – Resolved
747706 – Resolved.
715527 – Please ask your additional question within your current ticket.
754149 – This ticket is less than 2 days old. This thread is intended only to check on tickets that have gone three full days without response. Please allow the team time to help you.

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.

As mentioned in this thread, if you have not had a response in 72 hours, you may post your ticket number in the Tickets for Review thread. We ask that you not create separate threads about ticket follow-ups, or “how long does it take” inquiries, either.

Agents answer as quickly as possible. Some players have their issue resolved within minutes, and some — due to the complexity of their issue or, rarely, a sudden influx of ticket — may take a few days. Tickets that have multiple layers, such as a hacking incident coupled with an account restoration, will require several days.

Again, we ask for your patience as our agents work on tickets in the order received. We also ask that you not submit new tickets to inquire about previously-submitted tickets, because that slows the system. If you want to follow up on a ticket, simply update your current ticket by responding to the e-mailed response that you received. That will get your follow-up into the right queues without slowing the system and delaying your response.

Thanks for your help with this.

Update: 17 July 2014

749494 – Resolved
747706 – Resolved.
715527 – Please ask your additional question within your current ticket.
754149 – This ticket is less than 2 days old. This thread is intended only to check on tickets that have gone three full days without response. Please allow the team time to help you.

I am sorry you’re having this issue, and I do not believe that that particular credit card is now disallowed, but it would be best to speak with Support so they can help you personally, since each issue is a bit different.

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.

goblin.5938:

Gaile Gray.6029:

Please note that your friend will need to submit a ticket — you cannot do so for her.

If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.

Firstly, as i said, she has submitted the ticket herself (actually i helped her as we live together). Secondly, she can’t neither log into her account nor get any information about this ticket she submitted.
She can submit another ticket if you suggest so.

She does not need to log into her account to submit a ticket or get responses to support tickets. They come via e-mail. If she is not getting responses, please have her read the thread about e-mail difficulties. If she cannot use the webform (but I think she already has, so that’s best) she also may wish to submit an e-mail to Support@GuildWars2.com and watch for responses, again, through e-mail. Using a completely different e-mail provider is sometimes necessary, as some providers are blocking our mails.

If you will please read the comments from GrandmaFunk and GrandmaFunk, repairing your game files may solve this. In my mind, it’s one of those “can’t hurt, often helps” situations. If you have done those things — and it seems that perhaps you have — then please continue to discuss this matter with a technical support representative in your ticket.

There are many things that we “should be able to do,” according to players. They based their assumptions on what they believe will solve an issue, or on how things are handled in other games. But every game is different, the code behind a game is incredilby complex, every account is unique, and every support team is given a different set of tools.

I agree with you that having two inaccessible characters is beyond irritating. So continue to discuss with the agent handling your ticket and he or she will try to help you work through this problem on a direct, one-to-one basis.

(Posting suggestions and asking for bumps is disallowed by our Forum Code of Conduct, so please focus on getting your problem solved through the ticket and not on the suggestion end of things. Thanks for understanding.)

intently.4502:

Hello,

I’m trying to get my nephew to play with me, and his mom just bought him a new copy of GW2 at GameStop. His dad tried to install it last night, but couldn’t because the game code was invalid. They went back to GameStop today and GameStop wouldn’t refund their money.

My sister-in-law said that the box had previously been opened by the GameStop staff and the DVD removed for “security” reasons, and that the DVD was handed over after checkout. Obviously a customer or staff member stole the activation code when the box was opened.

This isn’t really ArenaNet’s problem, but it’s infuriating. Obviously GameStop should refund the money, but I suppose their perspective is that my nephew could have activated the code and is now trying to return a useless box.

Any suggestion on what to do?

Thanks.

That is a frustrating situation! I am always nervous when I’m given contents that was removed from a sealed box. They are sealed for a reason: to ensure you get all that you paid for, in 100% perfect condition!

I talked to a few senior agents to make sure I give you the best information, and this is what they suggest your sister-in-law or brother do in this situation:

• Contact the store manager and explain what happened. Any store manager worth his salt knows that opened boxes are a temptation and that internal theft incidents sadly do occur.
• If the Gamestop store manager refuses to give you your money back, contact your credit card and do a charge-back on the cost of the game. It may be odd for us to suggest this, but there’s nothing we can do to get into the middle of a retail transaction. (Those reading this: If you buy the game from us, never do a charge-back! Instead, contact Customer Support and we will refund your money.)
• If you paid cash, consider contacting Gamespot Corporate Headquarters.

Please update this thread to let me know how this sorted out for you. While ArenaNet can’t take action directly, I’d like to know that you were taken care of and that your nephew is able to play our game.

Here are a couple of steps you can take to trouble-shoot this situation:

• Check your Trading Post. Don’t leave it cluttered up with hundreds of transactions, do a little housekeeping! Seriously, clearing buy and sell orders and generally tidying (if not emptying) the TP does fix this issue for nearly everyone.
• Check your in-game mailbox. If you show 10/10 mails, reduce your mailbox by several mails. Note: Deleting one mail may not accomplish the objective because you may have other mails queued up for delivery. If that’s the case, the new mails will just fill up the box again. Do a tidy-up and get your final total down to 5/10 or so, so that you know there’s space for inbound mails.

If these steps do not help you, by all means feel free to submit a ticket. But taking a couple of minutes to do these two troubleshooting steps solves the issue for nearly everyone and it’s fast and easy to do it.

Oh, and by the way, you are not required to “click the star” but will get the content if you log in during the episode.

EDIT TO CLARIFY:

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

An agent will review your ticket and kitten your account. If it was verified to have been compromised, you may be eligible for an account restoration. Please discuss with the agent reviewing your ticket.

Be aware that tickets of this nature require quite a bit of review and assessment, and can take several days to fully report.

Thanks for your patience.

I am sorry if you are confused. I believe that the agent who sent you that response misspoke. Here’s the skinny:

• Please report offensive character names in the game.
• Please report offensive guild names or guild tags in a ticket.
• For guild names or tags, we need the following:
  • Guild Name (exact spelling)
  • When possible, a character or display name of a member of that guild (this is golden for us)
  • Guild Tag (Unfortunately, we can’t review tags without the guild name OR a character or display name of a member)

I hope that clarifies the matter. I will ask our agents to be sure they are making a distinction between the report of a guild name and a character name, and that they handle guild name or tag reports directly from the ticket but only ask those making character name reports to use the in-game report system.

Thanks for making me aware of this and allowing me to explain in greater detail, and thanks, too, for making those reports — they really help make the game a better place for everyone!

A common pattern we see is where a hacker steals an account and then uses it to advertise. We lock down the account if we know it’s been compromised, and we also take action on RMT advertisers. So there can be an unhappy crossover where the account is stolen, used for bad things, and then is locked because it appears the account owner is involved in those bad things, when in fact the RMTer/Hacker is engaged in those activities.

Don’t worry, we do see such situations on a regular basis, and the team will be able to help you if the account was compromised and used for nefarious purposes.

As I posted in the Technical Support Sub-forum:

Over the last couple of days, we are aware that there have been connectivity and latency issues. Our team is continuing to investigate the matter.

It generally is not necessary to submit a ticket or make a forum post about such a situation because, due to our careful monitoring of our game servers, we learn of such matters nearly instantly.

Please note that your friend will need to submit a ticket — you cannot do so for her.

If you have submitted on her behalf, please close the ticket (write “I no longer need help” in response to a ticket e-mail) and have her open a ticket herself. If she has submitted a ticket, the team will help her as quickly as possible.

Please do not submit a ticket about this, because we simply cannot remove a “dishonorable” flag from an account.

I’m sorry if you were inaccurately flagged, but at this time we cannot make any changes would be remove the flag.

Over the last couple of days, we are aware that there have been connectivity and latency issues. Our team is continuing to investigate the matter.

It generally is not necessary to submit a ticket or make a forum post about such a situation because, due to our careful monitoring of our game servers, we learn of such matters nearly instantly.

I can’t answer your question directly because I don’t know all the details. However, I suggest that 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, 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. A team member then can review this situation and see if we can help.

You’re not actually asked for a “restoration” but for a reconfiguration of an item, or, possibly, the removal of an item and its replacement with another. I see “restoration” and I like to make clear that normally, we use the word “restoration” only when it applies to accounts that have been compromised. (No biggie about the words, just thought I’d share. )

The linked policy statement should answer the questions you have.

If the macro is doing multiple actions, that’s a concern. It does not sound as if that is the case with the one you mentioned, so I would think the use of that program would not pose as big a risk as others macros that, you know, essentially play the game for someone.

You are correct in stating that there’s no way in the world we could make a judgment that concluded that the use of a third-party program was medically necessary, and therefore was something we could “approve.” But rest assured that we’re more than happy to work with our players for both regular and unusual situations, and each case would be considered — to the best of our ability — on an individual basis.

I see that you submitted a ticket, thank you. (Whoops, you submitted two tickets — please don’t submit duplicates in the future.)

Anyway, this was resolved very early this morning (US time) so I will assume that all is well for you now.

Update: 15 July 2014

Two requests:

• Do not ask for 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.

713560 – Resolved.
Jaibas.9312 – Resolved in ticket 753963. Thanks for updating to let us know.
715527 – We should be sending an update on this situation today.
743638 – I requested a review today.
Haxel Rose.5412 – Thanks for using the in-game report system, but please note that in-game reports, while reviewed daily, do not receive a response.
735323 – Final Answer: As you have been told repeatedly, your account was not hacked. You deleted a character in error and we do not offer account restorations for that situation. Please do not submit any more tickets.

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: 15 July 2014

713560 – Resolved.
Jaibas.9312 – Resolved in ticket 753963. Thanks for updating to let us know.
715527 – We should be sending an update on this situation today.
743638 – I requested a review today.
Haxel Rose.5412 – Thanks for using the in-game report system, but please note that in-game reports, while reviewed daily, do not receive a response.
735323 – Final Answer: As you have been told repeatedly, your account was not hacked. You deleted a character in error and we do not offer account restorations for that situation. Please do not submit any more tickets.

rawesome.9628:

I have this problem too, already send ticket to support and I am so happy that my money is gone and that the support does not take the time to answer me when i have waited days for them to answer!
I didnt get the gems when accepting them from the gem code.
Atleast a human response would be nice and not a automail.
Should’nt have to wait days to get help with such an easy request especially when i already paid for something.

Tickets are answered in the order received. There’s no way to see what is “an easy answer” and what will take an agent hours to resolve. In order to determine that, we’d need to open each ticket, kitten the situation, and prioritize the matter. By that time, we might as well answer the ticket.

So I understand that you’d like a faster response, but I can assure you an agent will respond just as soon as possible!

I just checked your ticket history, and I note that you submitted a duplicate ticket today. I’ve closed that, put the info you provided into the first ticket, and an agent will respond to you. Duplicate tickets delay responses, so please do not submit additional tickets.

RexiRex.5603:

Thank you Gaile Gray. Sorry for my.. “intense” post. I was just so frustrated how I gave so much info and then they didn’t help me as it wasn’t enough. And I ended up having to take it into my own hands. But thank you so much Gray.

I understand your frustration, and thanks for updating the thread and for your understanding of our occasional human errors.

Have a great time in your continuing adventures in Tyria!

Please have her submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. She should provide as much information as possible in the web form, which will create a ticket within the support system. If she does 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 she has done that, the CS Team should be able to help her.

Please note that the account holder must reach out to Support; we cannot assist through someone else.

First, there’s nothing that can be done for a player in this situation via the forums. But you should know, we do not “ban” on a temporary basis. We do not give 700+ hour suspensions, either. So something’s not quite right with the information you were given.

The best thing for him to do is to submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. He should as much information as possible in the web form, which will create a ticket within the support system.

Please keep in mind, you are asking for customer service and we are more than happy to give it. Most players are able to reset without needing assistance, but those who do are not able to provide sufficient information to verify account ownership, and gathering that info — which we do to protect accounts — does take time.

I will share a tip with you that has helped other players: Many people take screenshots of their characters. If you sister did that, then she will have screenshots that have her character name, in which case she will have the information that allows her to do the automatic reset. If you play the game with her, you may have such a helpful screenshot yourself.

I hope you will find a screenshot that helps you, and if not, I’m sure you will get the assistance you need soon.

As simply as possible: We cannot read intentions and we’re not going to spend time researching to see if certain players don’t do X, therefore their use of Y is A-OK. And if we did, what’s to say what would happen tomorrow?

The policy is clear, and it’s clear so that there is no “gray area” or areas of reasonable doubt or confusion. I take on board that not all players agree with policy, just as I also take on board — perhaps more clearly than anyone — why the policy exists as it does.

The question having been answered — a few times — we’ll close this thread with thanks for those who tried to explain the reasoning behind the policy.

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. And of coruse because this involves access, the agent will take the time to verify your ownership of the account, for security’s sake.

But in the end, CS should be able to help you.

I just want to mention that it’s not an easy thing to verify ownership, and the process cannot be undertaken lightly, because unscrupulous individuals try to steal accounts through Customer Support. This means we need to interact with each account holder personally, and must get sufficient information to verify that access is given only to the owner of the account.

Because this is a painstaking process — for security, which is a good thing! — it can take a bit of time. If you haven’t heard back in three days please feel free to post in the Tickets for Review thread above. It normally doesn’t take that long, but we do ask for that amount of time before a forum post, and we do ask that such forum posts be made in the appropriate thread.

I am sure the team can help you with this. 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, a CS Team member will get you the info you need to log in.

Welcome back to Tyria!

Character deletions are not reversible, but you certainly can ask about the item. Submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option.

I don’t want to alarm you, but I am concerned about your account security. In most cases, when this happens it means someone else has your credentials and is logging in, “bumping” you out of your account. (That is the functionality of the game, and by intention, so that if you accidentally leave on vacation with your game running, you’re not stuck waiting until you return home to get back on your account.)

I suspect that your e-mail may have been compromised, which means that simply changing your game account password may not solve the issues. I’d start looking into this by investigating the e-mails account. Then, for help with securing 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 for replying, Blu. I was worried someone might be trying to pretend to be you, so it’s great that this is all good.

Congrats on your win, bradldz. Those little guys are adorable!

Sorry you’re having this issue! Because this seems individual in nature, I really encourage you 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, 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.

Before you submit the ticket, you might review the Technical Support Forum for possible updates or remedies to this situation.

Inculpatus cedo.9234:

phantom.1675:

I tried mapping into WvW on two characters and the load screen lagged out.

I had to close the client and restart it, then I can login on other characters but those 2 characters are stuck and causes client to hang everytime.

This is an issue best served over in the Tech Support sub-forum. You can try a -repair of the client, though. Top of Page – Services/Support – Knowledge Base – Tech Support – Repairing the Client.

Good luck.

I think this is excellent advice. I would add that if your going through those steps does not correct the issue, you should submit a ticket so that an agent can review the problem that you’re having. You can 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. (For instance, sometimes these situations occur on certain maps. Provide that detail, if you can, along with the specific char names.) If you do not know some of the information requested on the ticket form, 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.

RexiRex — Our GM lead looked into this and we need to offer you an apology. The agent who answered your ticket gave you a completely wrong answer. That agent should have been able to help you, especially since you provided so much information (thanks for that!) that established you as the true and genuine account owner.

We’re very sorry for your inconvenience, and I feel sure that if you need help in the future, you’ll find we’re able to give it: promptly, courteously, and accurately!

Let me ask about this.

It is correct that the DDE does not offer an additional character slot.

Thanks for understanding.

Could you provide the ticket number? Even if you worked out access, we would like to review the response you received from a quality viewpoint, for we try our best to help every player.

The advice from Ic and AP is correct. We’ll be happy to review to try to assist with this.

Update: 14 July 2014

Two requests:

• Do not ask for 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.

718318 – Resolved.
744205 – Resolved.
712464 – Resolved in ticket 713560. Please ask you friend to not submit duplicate tickets in the future. It appears he submitted 8 tickets on this matter and that greatly slows our processes.
709656 – Answered July 3.
727823 – Final Response send in #718610
735323 – Under review, but this person needs to immediately STOP submitting duplicate tickets. We have received a flood of tickets, possibly from someone who does not own the account.
Jaibas.9312 – Answered on May 24th. Giving, trading, or sharing an account is against the User Agreement, and we cannot help you with this account.
Haxel Rose.5412 – We have not had a ticket from you since February. Please review this thread for assistance: 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: 14 July 2014

Two requests:

• Do not ask for 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.

718318 – Resolved.
744205 – Resolved.
712464 – Resolved in ticket 713560. Please ask you friend to not submit duplicate tickets in the future. It appears he submitted 8 tickets on this matter and that greatly slows our processes.
709656 – Answered July 3.
727823 – Final Response send in #718610
735323 – Under review, but this person needs to immediately STOP submitting duplicate tickets. We have received a flood of tickets, possibly from someone who does not own the account.
Jaibas.9312 – Answered on May 24th. Giving, trading, or sharing an account is against the User Agreement, and we cannot help you with this account.
Haxel Rose.5412 – We have not had a ticket from you since February. Please review this thread for assistance: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

Leoris — I don’t see a single ticket in the system with your Display Name. Is that the account that needs help? If so, we may not be getting those tickets. Are you getting an automatic “Your ticket was received” e-mail (with a six-digit ticket number)? If you are writing about a different account, please post in the Tickets for Review thread above, and let me know each and every ticket number involved (if possible) so we can get this worked out for you.

Are you using this process:

• Submit a ticket by clicking “Support” at the top of this page and then click 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. This may be relevant: There are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted.

Again, please update in the Tickets for Review thread so we can take a look at this.

Kanebrake.6192:

Gaile Gray.6029:

Note: Restoration means that deleted characters and stolen items usually are returned in whole, but restoration must be requested at the time an account is recovered (access is returned) and not at a later time.

I hope this helps clear up the terminology question.

Wouldn’t it make sense that if you determine the account was “hacked” that it would be restored to the pre-hack state without having to ask when access is returned to the rightful owner?

Yes, sometimes an account is proactively restored. It depends on the circumstances of the compromise incident. If the account is not restored automatically, the account owner should update his or her ticket immediately and request restoration. But keep in mind, we cannot offer an infinite “hack / re-access / restore” cycle. While it may not be “only one, forever” there certainly is a reasonable and necessary limit on how often an account could be or would be restored and in most cases, one restoration is that reasonable limit. With that in mind, as forum members mentioned in this thread, it’s wise to consider carefully before making a restoration request.

Inculpatus cedo.9234:

It is a rule that safeguards the economy. Otherwise, it would be too easy to exploit or just replace items taken by hackers again and again because of less-than-appropriate security. Everyone must be responsible in securing their accounts as much as possible.

Precisely, yes.

Thanks for submitting a ticket. I generally suggest that a player wait 24 hours, because sometimes it takes time for things to “reset.” I also recommend fully logging out and logging back in, as well, but I assume you tried that… perhaps multiple times.

In your discussion with Customer Support, an agent may ask for permission to access your account in order to review your title history. Don’t worry, that’s legitimate, and we will not ask for (or need) your password or other credentials. We also will not ever ask this in the game, so if someone asks, ignore!

I just wanted to mention that, rarely, we do need to access in order to see things from your viewpoint.

Sturmvogel, if you do submit a ticket, an agent may ask for permission to access your account in order to review your title history. Don’t worry, that’s legitimate, and we will not ask for your password or other credentials. I wanted to mention that, rarely, we do need to access in order to see things from your viewpoint.

I don’t see that you’ve submitted a ticket, come to think of it. Did the title show up after all?