Guild Wars 2

Smooth Penguin.5294:

This is a good suggestion for future reference. I had no idea posting GW2 links in the forum gave that warning.

Yes, it’s rather wacky to get a “warning, you’ve leaving the page” when you’re really staying well within our system. But since the link is presenting that message, and when that message does cause some players a bit of concern, it’s great to simply include the path using the link here on the forum itself.

Thanks for your help.

FatMongol.6380:

hello: Gaile Gray
my friend account Error blocked the request for help
Ticket: 727823
Over the past five days has been no response?~
thanks for you !~~

Your friend has received numerous responses — six (6!) in one ticket alone. This is the final answer which was already provided to him: The account to which he is trying to gain access does not belong to him, and we will not give him access to that account.

Please do not post about this again.

Loki.8149:

Hi Gaile I would like to update you with some information regarding ticket # 718318 , I went into gem store selected paypal then the 50.00 dollar package, went through all the windows in game and then it brought up in my browser the paypal website, I logged in and then it came to the payment review page with one button at the bottom saying “Pay Now”. I then clicked the button 2 to 3 seconds went by and then a page popped up and said this “Unfortunately there was an error with the payment provider. Please try again later. If this error still persists please contact customer care.” Now to be fair you people have made serious progress as far as paypal goes because before I could not even get half this close, I hope my info is able to get all this fully rectified.

PS I went back after and tried a 2nd time and still got the exact same outcome, also the credit card option still does not work for me it will either say “forbidden” or “failed”.

Great details, Loki. Thank you! In return, I can see that your ticket is making progress and should be resolved in the very near future. (I’m sort of secretly hoping today, but I really don’t know how volume will impact it.)

The point is, you’ve hit some sort of ceiling on purchases and you’ve done nothing wrong. Things should work, but there are safeguards that may be impacting you, and they can be adjusted to allow you to proceed as you desire. I should add I don’t think there’s a bug, but I’ll leave that to smarter bears than I.

We’re really grateful for your support of the game, and definitely appreciate your patience!

Hi there, KeybladeMaster. I think we’ve come up with the answer: This is coming to you because you have an NCSOFT game and someone is attempting to access it. If that’s not you — and it sounds not to be you — I’d consider reviewing all my passwords and making sure each is complex and unique to that use, no sharing, no cross-game migration.

As pointed out above, this doesn’t seem phish-y (to me, either) because of the nature of the link. So you can dismiss the authorization as a worry, I feel, but I do think making sure you’re secure across all accounts would be a wise step to take.

DonMatthias.8935:

Hello i am new player in GW2 and old in GW1,i wrote this post because i got problem..
when i try link my GW1 Account with GW2 account ,web send to me ,,This XML file does not appear to have any style information associated with it. The document tree is shown below." how i can link? somebody can help me?

That definitely seems to require a ticket, and the team may even ask for a screenshot of the message that you receive. Could you please submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you.

For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the accounts you’re writing about in this case — please read this post and provide as many details as possible to expedite the ticket.

Did you know that when you put this link — https://help.guildwars2.com/anonymous_requests/new — in a helpful response, the user gets a somewhat-scary “You’re leaving this page” warning? Yes, it actually says “warning” for going to our own support ticket form. However, such commentary is necessary due to the nature of links and such.

As you can imagine, there is a way to help other players and avoid the “whoa, where am I heading?” query that might arise through the use of that link. Therefore, I ask that if you are posting to suggest that a forum member contact support, you do as I do, and ask them to click “Support” at the top of this page, then use the “Submit a request” link to start filling out a ticket.

I actually provide more information about the form itself, but at the core, if you’d kindly fashion your comments in a way that heads players who need help to the link on this page that would be very nice and greatly appreciated.

Thanks, all!

To clarify our policies about account recovery and account restoration, I posted some info here: https://forum-en.gw2archive.eu/forum/support/account/Launcher-redirecting-me-to-Acct-Recovery/first#post4186609

Oh and by the way, if you receive a message saying the account name or password is in error, and if you believe you simply need to try again, don’t click “Recover Account” but click “Ok” and try again.

I see a ticket #313768 that may relate to this, and it appears the issue was resolved at that time. Search your e-mail for that number and update by simply responding to that e-mail if you need help again. We’re happy to assist if the other means don’t work for you.

Vladikh.5078:

well related with this post i have been trying to change my account email ,but still no success, i have lost access to my account email about a week ago and already asked the support 2 times to change my account email, they always say the same thing “After researching the provided information, we will not be able to assist you with accessing this account.” i am trying to protect my account and i can’t do it with this crappy system,if i wait more time i will surelly lose my guild wars 2 account to some hacker ,and i don’t want that to happen i have waste some time and effort on this game and still do.

This was resolved in Ticket #730578. If you have further questions, please update your ticket to speak directly with a Customer Support agent.

Michio.7152:

Hi! I just recently bought my Heroic Edition copy and when finally played the game, there are no Heroic Edition Items Available in my Inbox. This is my first character so I was hoping to get my Heroic Edition Items but can’t seem to get it. I don’t want to waste my money without it.

I was hoping that you look into my situation since this is my first experience in this game. Thanks.

EDIT: personal info removed

I’m sorry you’re having difficulty, but 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.

This really is an issue that you’d want to address to the Customer Support Team through a ticket. There’s nothing that a forum member — or even a staff member like myself — can do through a forum post.

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 fill in those fields so the ticket is properly submitted. Once you’ve done that, the CS Team can review this for you.

Justme.8024:

Hi all,
I did in the past the dragon bash achievments and i compleeted them, only the problem is that I had the dragon bash wings: holographic shattered dragon wing cover on my asura gaurdian that i deleted before the april patch with the wardrobe. is there any way i can get the wing skin back by any chance?

You’re welcome to contact Support (click “Support” at the top of this page, then “Submit a request”) and inquire about this. Naturally, we cannot offer this service frequently, or without establishing ownership of the item. And of course we cannot restore an account due to deleted items — restorations are only for compromised (hacked) accounts.

However, the team may be able to help you with this, so feel free to contact them.

I’m very sorry, but we do not have the ability to restore deleted characters. That is why there are such careful requirements before deletion, to prevent accidental eliminations of a character. Once a player goes through those steps, we’re completely unable to restore the character, so submitting a ticket is not called for in this case.

We also cannot offer a full-account restoration in cases like this, because restorations are used only for compromised accounts.

As to the character name: the name will be locked on your account for 24 hours. If you want to make a character, even as a placeholder, you will reserve the character name to your account.

To the OP (TerriBear): Thanks for being so understanding about the challenges involved in these situations — it’s nice of you to be so considerate!

I note that your was solved on June 25th, and that you responded with a “thanks, everything’s work now” answer, so I’ll assume you’re ok now.

TraumaLlama — glad that things worked out ok for you, too!

I think there is a misunderstanding about terms. Here’s some info:

• Account Recovery: A process where an account is returned to its rightful owner through assistance from Customer Support, or where the account owner is able to regain access using the Account Recovery process on the website. Accounts can be recovered more than once, as needed, and generally this can be accomplished by the account owner through the self-help system.
• Account Restoration: The process of “rolling back” an account, where Customer Support verifies a compromise (hack) incident took place — that is, an unknown third-party accessed the account — and then restores the account to its pre-compromise state. 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.

Please note a few things in relation to Ticket 722932 (which is your ticket number):

• If you have a question about a Customer Support decision, the forum members cannot answer it. You may update your ticket to ask your questions of the Customer Support Team, which you did, and which they answered. Beyond that, you may post in the Tickets for Review thread — as you also did. However, starting a separate thread on this issue isn’t appropriate (and is, in fact, a violation of the Forum Code of Conduct).
• In your particular case, your account was not compromised.
• We do not have a policy of giving one free restoration per account, upon request. We have a policy where we will restore an account if we are able to establish that it was compromised by an unknown third party, and such restorations generally are reserved to one per account.
• Deletion of characters is not “proof” of a compromise incident. Players delete all their characters from time to time, for a variety of reasons.
• Proof of compromise occurs through game logs, which establish points of access, security breaches, the offloading of items (generally to an RMT-associated accounts) and much more. I can’t recall a single time that an account was compromised where game lots did not show it, so log err isn’t a factor here.
• The final answer here remains as it has through several official responses: we are unable to offer you an account restoration because your account was not compromised.

Update: 8 July 2014

680084 – Resolved.
700315 – Resolved.
702756 – Resolved.
711769 – Resolved.
712355 – Resolved.
724954 – Resolved.
596544 – Resolved. See Ticket 692696.
719200 – Answered today; under review with apologies for the delay.
724968 – Answered today; an agent will respond to your concerns as soon as possible.
722932 – Answered today.
727138 – Answered today; under review with apologies for the delay.
715527 – I believe this will be resolved today.
716681 – I believe this will be resolved today.

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: 8 July 2014

680084 – Resolved.
700315 – Resolved.
702756 – Resolved.
711769 – Resolved.
712355 – Resolved.
724954 – Resolved.
596544 – Resolved. See Ticket 692696.
719200 – Answered today; under review with apologies for the delay.
724968 – Answered today; an agent will respond to your concerns as soon as possible.
722932 – Answered today.
727138 – Answered today; under review with apologies for the delay.
715527 – I believe this will be resolved today.
716681 – I believe this will be resolved today.

I’m happy to see the “resolved” comments, but if anyone needs 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.

Oh, and I just noticed one player was confused about “Why did they tell me how to link?” The reason is that in the instructions there are steps to use to see if your accounts already are linked, so we want to provide those so that players can verify if, perhaps, the linkage already took place.

Update: 7 July 2014

723365 – Resolved.
711769 – Resolved.
722976 – Answered Saturday.
719200 – Following up on this now. I’m sorry for the delay.
718318 – Following up on this now. I’m sorry for the delay.
715527 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
724968 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
722932 – Under review
724954 – Under review or in processing.
719879 – As explained in the ticket, you will not receive a response to your e-mail, but we’re very happy that you submitted the report and it will be reviewed!

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: 7 July 2014

723365 – Resolved.
711769 – Resolved.
722976 – Answered Saturday.
719200 – Following up on this now. I’m sorry for the delay.
718318 – Following up on this now. I’m sorry for the delay.
715527 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
724968 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
722932 – Under review
724954 – Under review or in processing.
719879 – As explained in the ticket, you will not receive a response to your e-mail, but we’re very happy that you submitted the report and it will be reviewed!

I’m going to ask the team who works on the Gem Store to take a look at this.

Thanks for the reports, and we’re sorry for this inconvenience!

I’m going to ask the team who works on the Gem Store to take a look at this.

Thanks for the reports, and we’re sorry for this inconvenience!

I’m going to ask the team who works on the Gem Store to take a look at this.

Thanks for the reports, and we’re sorry for this inconvenience!

Yes, Customer Support can 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, because that will create a ticket within the support system. You are not required to provide all the information if you do not know it, which means some fields may be left blank. However, there are two drop-down areas that require an answer. Once you’ve submitted a ticket, the CS Team should be able to help you.

The account owner — in this care your girlfriend — can simply contact Support for help. Please ask her to click “Support” at the top of this page and then click the “Submit a request” option. She should provide as much information as possible in the web form, because that will create a ticket within the support system. Some fields may be left blank, but there are two drop-down areas that require an answer. Once she has submitted a ticket, the CS Team should be able to help her.

No worries, I saw that ticket in the queues and your friend will be helped very soon.

A couple of comments:

• We have a permanent thread in the sticky threads of this forum called Tickets for Review. It is in that thread that such questions should be posted, and only after the ticket is three days old. (This was posted when the ticket was less than 48 hours old.)
• Duplicate tickets are bad. Submitting a second ticket, rather than asking questions or expressing concerns in the first ticket, slows down the process, as the tickets must be reviewed, assessed, merged, and then answered. Her second ticket was closed and merged into the first but again, that does take extra time.

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.

Thanks for the update, Shifty! I’m glad all is well.

Unstoppable can.8396:

Astral Projections.7320:

From this thread (here).

Gaile Gray
ArenaNet Support Liaison
I wonder, did you submit a ticket on this? We’d like to follow up. If you can give me the ticket number, that would help a lot.

here is my number 729863, i just submit request

The team will help you as soon as possible.

Astral Projections.7320:

Contact the store you bought it from to get either a refund or a new card.

Yes, I agree. The store should be able to replace the card. I’m afraid we cannot help on this end.

bluestocking.6148:

They literally cannot change it. Even devs with a new account cannot send gold in quantity (as I have been told by one, directly). It’s built into the game.

I’m sorry, but you’ll just have to wait a few weeks.

Quoted for truth.

The inconvenience you are experiencing is miniscule when compared to the “inconvenience” that letting RMT run wild would create. Yes, we must ask you to be patient, and no, we will not transfer money for you, no matter what you feel is a justification.

Trust me — the system is well designed and designed with a purpose. I’m sorry that you’re having to wait, but waiting is unavoidable.

Darkstorne.6348:

Thank you! Mobile Authentication works perfectly for me =)

Glad that two-factor mobile auth works for you.

Just as an FYI for players who may read this thread:

• You may get authentication e-mails from a few not-too-distant locations as the system learns the range of your ISP’s IP addresses. If they become problematic, you’re welcome to discuss with Support but as the system becomes more familiar with your customary log-in “locations” you’ll see a drop in the e-mails you receive. In other words, your locations eventually are “white listed” and you don’t get requests from those known addresses.
• Sometimes the range is really broad. If you’re concerned, contact Support but in many cases, a quick call to your ISP can answer the question of “Is this really me, logging in from an alleged location 100 miles from my home?”

What I noticed right away is that this came from NCSOFT and not from the Guild Wars 2 Team, or from ArenaNet. Could this pertain to a different game, such a Wildstar?

Naxterra.8371:

I send a ticket to customer service and they asked me to destroy it, so that they can help me.

Waiting for response now, I hope they can restore my item.

The team is working on this, and I feel sure this will be resolved soon. Please hold on for that next answer from the team.

Thanks for the updates, guys. I’m asking a team member to take a look at this thread. He may need additional info, but for now, I think he can investigate using your Display Names.

More as we know it!

As our agents have explained, the account was not compromised, that is, an unknown third party did not access your account. If you are missing characters or items, it is not because the account was hacked. Therefore, the team is not able to offer you an account restoration.

You asked if every account is entitled to one restoration, and no, that is not the case. A restoration can be granted only in cases where we can establish that the account was actually compromised, not on an “as requested” basis.

Sorry we cannot help you further.

You brother needs to reach out to Support on his own. For security reasons, we are not able to assist someone else with a player’s account, but must speak directly with the account owner. Please flag your created account as “I no longer need help” and have your brother click “Support” above and then “Submit a request” to put in his own ticket.

Update: 3 July 2014

721606 – Answered today on 721606. If you did not receive the e-mail, please read this forum post: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262
712107 – Answered today.
712355 – In queue for processing.
711769 – In queue for processing.
712464 – Please ask your friend to not submit any additional tickets at this time. We will review this situation and respond to him.

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: 2 July 2014

706720 – Resolved.
706865 – Resolved.
695254 – Resolved.
700791 – Answered today.
709190 – I’ve reviewed this and it is still in process. Thanks for your patience.

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: 3 July 2014

721606 – Answered today on 721606. If you did not receive the e-mail, please read this forum post: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262
712107 – Answered today.
712355 – In queue for processing.
711769 – In queue for processing.
712464 – Please ask your friend to not submit any additional tickets at this time. We will review this situation and respond to him.

I just remembered to ask: Do you need your serial code for something other than account access?

White Wolf.3291:

But it won’t mix things?

An agent will be able to discern what you are saying if you do the following:

This is the info I previously provided
(info)

This is the info I should have provided
(info)

There’s only so much that an agent could accept, of course. Someone could “phish around” by giving several sets of info to try to steal an account. But with a straightforward explanation of what happened, the agent will best be able to review the account and respond accordingly.

Closing the ticket won’t be helpful in this case. Update your ticket by responding to the e-mailed response that you received and give the proper details related to this account.

It is against the Guild Wars 2 User Agreement — https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/ — to resell, trade, give away, or in any other way transfer an account to another person.

You are very wise, Felix, to purchase directly, because we can offer support only to the original and legitimate account owner, and those who purchase second-hand don’t qualify for assistance.

Caelan.2489:

Is there a similar forum for GW1 support tickets? Thank you.

There isn’t a similar forum for GW, but if you want to post the five-digit ticket number here I could try to take a look at it.

I wonder, did you submit a ticket on this? We’d like to follow up. If you can give me the ticket number, that would help a lot.

Vores.7683:

Ticket number: 709656
Thank you

I took a peek at this ticket, and an agent did answer you on Sunday. Therefore, I’m worried that either you’re having trouble getting our mails or someone has access to your e-mail account and deleted the ticket response. (If you did not receive the automatically-generated e-mail, please check any spam/junk mail folders, because some e-mail services might flag the auto-generated password e-mail as spam. Please also read the thread about e-mail problems for more information.)

Can you contact the team on a different e-mail address (different provider) using this ticket number in the subject line? We definitely want to help you, so please do get in touch!

Rabbi Rick.3194:

Gaile,

I’ve had a similar problem occur on Saturday. Although customer service is working on it, I thought you might want the extra information. I bought $35.00 worth of gems Saturday, and upon completing the Paypal authorization, I received the failed transaction message; however, unlike the aforementioned issues, my debit card was charged the amount, but I never received the gems. I’m happy to be patient with customer service and work with them to get the issue resolved, but I’m hesitant to purchase more gems with Paypal before the issue is resolved, and I purchased them in order to get the watchwork pick while it was available again. I do think this is an issue with Digital River (which is what I told CS.) Once again, I’m only providing this information to you, not asking for you to take your time to intervene, you’ve enough on your plate.

Thanks,
Rick

Thanks for these details. They are helpful and I’ll pass them along!

Becka Williams.4978:

Yes, I did. Generally speaking, it takes about 20 minutes to get the gem(and that was true this time). I know this, so I’m okay with waiting., The problem is for new players who don’t, and make multiple gem purchases.

That’s my concern, too. It’s not a good “new player experience” to have this issue. Heck, come to think of it, it’s not a positive “veteran player” experience, either! So we’re working to get it corrected. It’s always best to have purchase fulfillment clear and tidy, so we’ll continue to address this delay issue until we can offer near-instant fulfillment.

Thanks to you both.

Update: 2 July 2014

706720 – Resolved.
706865 – Resolved.
695254 – Resolved.
700791 – Answered today.
709190 – I’ve reviewed this and it is still in process. Thanks for your patience.