Guild Wars 2

Kanenas.4906:

Gaile Gray.6029:

Update: 25 June 2014

643093 – You closed your ticket saying you no longer needed assistance. Please update the ticket or create a follow-up to discuss with the team.

I created follow-up, ticket (685073:WvW reward not correct)

Please allow the team time to respond to that new ticket. If you need assistance, you may post here after the new ticket is at least 3 days old. Thanks.

Just to add to what Danicia said, a player’s name in the forums is the Display Name in the game. Therefore, the report of a potentially offensive name may come through a forum report or, more commonly, through an in-game report. In either case, CS reviews for conformity with the Naming Policy and takes the appropriate action based on that policy. If found to be disallowed by the Naming Policy, the Display Name is changed.

Questions about a name change could be submitted through a support ticket, but in most cases, the player truly does understand what happened. We do not send notifications of Display Name changes as taking the time to send notifications would take agents away from more pressing issues. As I said, in most name changes, the player realizes what caused the change without needing to discuss the matter further.

Update: 25 June 2014

690016 – Resolved.
693870 – Resolved.
692210 – Resolved.
693028 – In processing now.
643093 – You closed your ticket saying you no longer needed assistance. Please update the ticket or create a follow-up to discuss with the team.
698308 – We believe the e-mail account is compromised. Please have your friend create a new ticket from a different, secure e-mail account and reference this ticket number in his new ticket.
685948 – Three tickets. Please do not submit duplicate tickets. Our agent responded today on Ticket No. 676829 requesting more information.
694170 – Ownership verification questions sent on 21 June. Once answered, I’m sure an agent can 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.

Update: 25 June 2014

690016 – Resolved.
693870 – Resolved.
692210 – Resolved.
693028 – In processing now.
643093 – You closed your ticket saying you no longer needed assistance. Please update the ticket or create a follow-up to discuss with the team.
698308 – We believe the e-mail account is compromised. Please have your friend create a new ticket from a different, secure e-mail account and reference this ticket number in his new ticket.
685948 – Three tickets. Please do not submit duplicate tickets. Our agent responded today on Ticket No. 676829 requesting more information.
694170 – Ownership verification questions sent on 21 June. Once answered, I’m sure an agent can help you.

If you are experiencing computer crashes when attempting to play Guild Wars 2, check to be sure that your computer meets all minimum system requirements by referring to the KB article below:
https://help.guildwars2.com/entries/25390756-Minimum-System-Requirements

If your system does meet the minimum requirements and if you’re getting crash errors that produce a pop-up report asking you to notify ArenaNet of the issue, please do fill out the offered form and submit it. The report will go to our Dev and QA Teams for debugging and it may help the team resolve general issues. (Please note that this report will not go to our Customer Support Team, therefore, you will not receive a response after submitting these reports.)

To locate the crash log, please take the following the steps:

1. In Windows, press the “Start” button and locate the “Search programs and files” bar at the bottom of the start menu.
2. Type in temp exactly as shown (with the percent signs).
3. Press “Enter” and a new window should appear with the location of “C:\Users\YOURUSERNAME\AppData\Local\Temp”
4. Locate the folder labeled "gw2cache-{RANDOM NUMBERS} and delete it.

The most recent crash errors will be toward the bottom of the report. If there is a specific driver or application causing the crash, this sometimes will be displayed next to “Module” (if listed). Another common crash error that is easy to find is “OOM” which stands for “Out of Memory.”

To troubleshoot crash issues, first please ensure that your video card drivers are up to date. You can follow the below link (depending on your card manufacturer) to update to the latest driver version available for your card.

• AMD autodetect: http://support.amd.com/us/gpudownload/windows/Pages/auto_detect.aspx
  • Additionally, please make sure to keep up-to-date on the latest Application Profiles. These can always be found here.
• Nvidia Autodetect: http://www.geforce.com/drivers (Click “Auto-Detect your GPU”)
• Intel Autodetect: http://www.intel.com/p/en_US/support/detect?iid=dc_iduu

Frequently updating your computer drivers is an ideal step for any graphics- and performance-related issues. If you still experience graphics issues after updating your video card drivers to the latest version, you may want to consider using the latest Beta drivers, if available, or performing a clean installation of your video card drivers.

You may also want to check to see if any of your hardware is overclocked or is utilizing a Turbo Boost feature. If so, consider returning to stock settings, because Guild Wars 2 is sensitive to overclocking.

Should you continue to experience crash issues, please submit a support ticket by clicking “Support” at the top of this page, and then “Submit a request” on the next page.

If you find that the Black Lion Trading Post does not load for you, try right-clicking Gw2.exe and selecting “Run as administrator” and then attempt to access the trading post.

If that does not resolve the issue, please try deleting the temporary cache for Guild Wars 2. To do this:

1. In Windows, press the “Start” button and locate the “Search programs and files” bar at the bottom of the Start Menu.
2. Type in temp exactly as shown (with the percent signs).
3. Press “Enter” and a new window should appear with the location of “C:\Users\YOURUSERNAME\AppData\Local\Temp”
4. Locate the folder labeled "gw2cache-{RANDOM NUMBERS} and delete it.

After doing this, please try running Guild Wars 2 again. If you need additional assistance, submit a ticket and a Technical Support agent will respond.

Certain router models have been known to cause black screen issues. If you are experiencing this problem you may want to consider bypassing your router and connecting directly to your modem. If you have a router/modem combo and are unable to bypass your router, you can try disabling the SPI Firewall or disable Port Scan and DoS Protection.

Black screens sometimes are caused by certain in-game resolution settings that could be conflicting with the resolution of your system. You can try launching Guild Wars 2 in Windowed Mode, as that should resolve the issue. Launch Windowed Mode by doing the following:

1. Navigate to your Guild Wars 2 folder. By default, this will be C:\Program Files(x86)\Guild Wars 2.
2. Right-click on “GW2.exe” and select “Create Shortcut.”
3. Rename this shortcut to “Guild Wars 2 Windowed.”
4. Right-click on this shortcut and select “Properties.”
5. Edit the “Target” line to include -windowed at the end. Note: Please make sure -windowed is outside of the quotation mark at the end of the string. For example:
   1. Correctly Formatted Example: " C:\Program Files (x86)\Guild Wars 2\GW2.exe" –windowed
   2. Incorrectly Formatted Example: " C:\Program Files (x86)\Guild Wars 2\GW2.exe -windowed "

Once you have completed the steps above, click “Ok” to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try Step 5 again.

Once completed, try starting Guild Wars 2 by using the new shortcut.

Lastly, security software and other background applications have been known to cause black screen issues. Please follow the steps in the KB article below to disable background applications: https://help.guildwars2.com/entries/27698133-Connectivity

Well, thanks for the info, proviticus. Sharing the info is helpful, and I will make sure the team knows about this situation. A “multiple purchase glitch” is not common, and normally it comes about because someone clicks “buy” too rapidly, without allowing time for the first purchase to be confirmed. But I can see this was not what happened in your case, so I will share so the team is aware of the situation.

Can you tell me the approximate day and time you made these purchase(s)? (And time zone, please.)

Thanks!

Update: 19 June 2014

669126 – Resolved.
663460 – Resolved.
679900 – Resolved.
454726 – Multiple tickets: Please ask your friend to not submit duplicate requests. His request was denied because the person submitting the appeal is not the account owner. (I suggest you post only for players with whom you personally are acquainted to avoid this sort of unnecessary review.)
680304 – We are unable to establish that you are the owner of the account. Please update your ticket if you have questions.
549412 – Please review the response of April 25, and review these articles: https://www.guildwars2.com/en/news/introducing-the-wardrobe-system/ and https://help.guildwars2.com/entries/46419166-Wardrobe
656560 – So sorry for the delay in getting this finalized. RMT was involved. But the good news is that we will be able to take care of this fully, with restoration and all. It’s flagged for action as soon as possible and thank you for your patience!

• Botters, cheaters, exploiters, and those involved in gold sales (RMT) may post here. 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: 19 June 2014

669126 – Resolved.
663460 – Resolved.
679900 – Resolved.
454726 – Multiple tickets: Please ask your friend to not submit duplicate requests. His request was denied because the person submitting the appeal is not the account owner. (I suggest you post only for players with whom you personally are acquainted to avoid this sort of unnecessary review.)
680304 – We are unable to establish that you are the owner of the account. Please update your ticket if you have questions.
549412 – Please review the response of April 25, and review these articles: https://www.guildwars2.com/en/news/introducing-the-wardrobe-system/ and https://help.guildwars2.com/entries/46419166-Wardrobe
656560 – So sorry for the delay in getting this finalized. RMT was involved. But the good news is that we will be able to take care of this fully, with restoration and all. It’s flagged for action as soon as possible and thank you for your patience!

It’s so nice of you to take the time to post, Tildain! We’re glad that you are happy with the service that you got. Our objective is to give prompt, careful, and accurate service to all our players.

You should be able to change your password if you simply go to the Account Recovery page, once you log in. Which, if you’re in the forums, should be all you need. Head to “My Account” in the section below your Display Name on this page, and you will be able to make the change.

If you cannot log in, then a support ticket will be required.

If that’s your name, we absolutely can make a change for you. Click “Support” at the top of the page, then “Submit a request” to let us know about the situation. Best to include a few ideas (in order of preference) for a new display name in the event the team is able to make the change for you.

Brother Grimm.5176:

If these went thru a CC (via paypal) DO NOT reverse or contest the charges….your account will get perma-banned. Work with Anet CS to get this resolved.

Absolutely correct. Our payment provider has pretty strict rules about charge-backs, and we don’t want your account put into jeopardy with a charge-back. Simply click “Support” at the top of this page, then “Submit a request” and we will issue a credit for the erroneous purchases as quickly as possible. Refunds can take a few days to process on your card, but we take this very seriously and we will work as quickly as possible on our end to get that credit into the system!

Inculpatus cedo.9234:

Here’s a post with a screenshot that another person posted over in Game Bugs:

https://forum-en.gw2archive.eu/forum/support/bugs/Error-When-Entering-A-Gem-Card-Code/first#post4129528

Thanks, Ic. The team in on the case, but it’s nice to have these in case they want to look at more accounts as they develop a fix.

We are aware of the situation where a player purchases XX gems but the display shows that he/she is getting only X gems. Fortunately, in all the cases the team has investigated, the player is getting the proper number of gems, but the display is wrong and the team is working on it.

If you have experienced this issue, and particularly if you happen to have a screenshot of it, please post here, so the team involved in Gem Store development can see the details.

We’d like to know:

• Date of purchase
• Display Name on Account
• What the display said you were receiving
• What you received (and the assumption here is that you got the proper amount, otherwise you should submit an individual ticket)

Thanks.

Please ask your wife to submit a ticket; I feel sure we can help!

Please note that each account owner needs to submit a ticket directly. That is, you cannot do so on your wife’s behalf. She should click “Support” above, and then “Submit a request” to verify account ownership and let us know how we can help her.

This does happen from time to time, so others in this situation also should submit a ticket to inquire about a possible remedy. But keep in mind, the last thing we would want is a new player feeling bad about an early decision of this nature. We really do try to assist as much as is possible and reasonable.

Brother Grimm.5176:

SUGGESTION: Submit a ticket via the webpage (SERVICES (above) > SUPPORT > SUBMIT A REQUEST (top right)). That page requires you to supply a good bit of information to PROVE you are the account owner. You don’t need to answer ALL the questions (but you do need to make sure you select an option in each drop down). From the info submitted, CS will be able to determine if you ARE the original account owner (rather than you play 20 questions with them via email for a week).

Note that the most important details they usually want are what WORLD you started playing on (Server name), a character name and the payment method (and CC last 4 digits) used to purchase the original game.

Just my 2 coppers.

Pretty accurate, but I would not say that the starting world is one of the most important details. There are others that we’d like more: serial code, birth date, etc. Because those are details that only the account holder should know.

Still and all, your suggestions about account verification are sound.

Sorry, but references to bodily functions are just not appropriate. Please keep in mind that every name is visible — there is no filter for names. So we ask our players to choose wisely, and to not use names that are outside the Naming Policy.

EdibleRegent.9560:

Just figured out how.

So glad you got that sorted out. And thanks a bunch for your support of our game!

We can help you with that. Please click “Support” at the top of this page, and then use “Submit a request” to fill out a ticket.

This is not a matter that can be or even should be addressed in a forum thread, so thank you for creating a ticket. If that ticket is at least 3 full days old, you may post in the Tickets for Review thread.

I am not certain about this, so I’d be delighted if you update the thread if you learn more. What I’m wondering is: Maybe the “bank transfer” method of PayPal payment isn’t considered instant, because PayPal has to ping the bank and get the money transferred. On the other hand, a CC instantly pays the bill through PayPal. That may be the difference, but again, I’m not certain.

I can ask our team if you need me to do so!

Yes, there was an issue, and we appreciate you letting us know about it.

Password resets should be working just fine now.

Thanks!

While perhaps a bit…er… “direct” … the input from players is accurate. We must have some information about an account, some “proof of ownership,” or we cannot possibly turn over details that allow someone — who could be anyone at all — to access the account.

We do not require a special character in our passwords. We do, sometimes, use the name of a character on the account as one of several possible means to try to confirm account ownership. That isn’t to say that a character name could be accepted alone, because character names are publicly visible. But in conjunction with other account information, it could help. So that may be what your boyfriend saw, and je confused the inquiry about a character name with the use of a symbol like % or @.

I do not believe that someone said “No” without a reason or explanation. That makes no sense at all — we want our players to be able to play on their accounts! If this is at least three days old, you may post in the “Tickets for Review” thread with the ticket number. At this point, no one — including me! — really has sufficient details to help with your concerns. And posting here asking for a supervisor review isn’t at all effective.

Thanks for understanding.

Archaic Sun.3758:

Hi!

I was logging on to my alternate character, a level 80 engineer, when I noticed that the name of it has changed. I had originally named it Miss Nicki heat but now when I looked at it again it read Miss Nick Heat. I’ve never seen it change like this randomly..is this supposed to happen?

One of our agents looked into the account and no one on our end changed the name, nor was it flagged for renaming. It is showing as Nick, and it was Nick from the beginning. The only possible exception is if you used a Name Change Contract and changed it yourself but since you’ve expressed concerns, that seems highly unlikely. But again, not flags for required renaming; no agent renames on this one.

We can look into this. Please post in the Tickets for Review thread and include your 6-digit ticket number. Thanks.

Please feel free to create a ticket and an agent will see if we can help with this. Click “Support” at the top of the page, then “Submit a request” to start a ticket.

QCaaKe.2619:

My friend just got the game and he gets to the registration process and there is always an error with his password when ever he enters it in. It is long enough and it is unique. PLEASE HELP!!!

-QCaaKe

It is possible that your friend is trying to use a password that:

• was used by someone else in Guild Wars 2. For security we do not allow the use of a password that is in use for another player, or that has been previously used by the account holder.
• is on a “known password” list created by hackers and shared amongst their community. We prevent such use because hackers will spin through those lists to see if they can use the known password to steal an account.
• contains disallowed characters.

I would suggest that your friend continue to try to input a new password, using characters from the English-language alphabet along with numbers and symbols. Don’t forget upper- and lowercase characters are useful. This article may help: https://help.guildwars2.com/entries/70455643-Choosing-a-Unique-Password

Rapidrabbit.2345:

Hello, I have a problem…
I received 250 wvw tickets before the problem about distributing ticket happened. Today I updated and saw my 250 tickets all gone outdated? but I got a mail and only received 100 tickets..
All I have is 100tickets to use… Is this what I get for finishing meta achievement only 100tickets? If this is a problem please help me out and solve this problem.
Thanks.

Questions can be directed to the team via a support ticket, but as explained, the distribution this morning catches everyone up on what they should receive after they speak with the Battle Historian so I believe you’ll be fine once you take that action.

If you are receiving e-mails asking you to authenticate your account, and if they are not part of your attempt to log in (which would involve only one authentication e-mail, if that were the case), then I believe your account may be in jeopardy. Please secure your e-mail and your game account immediately. For more information, review our article about Account Security here: https://help.guildwars2.com/entries/66122673-Guild-Wars-2-Account-Security

Inculpatus cedo.9234:

You will get no response from in-game bug reports, if that is what you are referring to above.

For an individualized response, you would need to contact CS. Top of Page – Services/Support – Submit a Request.

Good luck.

Correct. We need to have a ticket so that we can review this for you. Thanks.

Hi there. I appreciate that you want to make constructive suggestions for the game, but this is the Account Issues Sub-forum, and as such, the placement of this post isn’t appropriate in this sub-forum.

I’d suggest you make your suggestions in the forum that best relates to this topic, probably Guild Wars 2 Discussion would be best. Thanks for understanding.

Thank you for your kind words, Kenny Mack and Eldrad Ulthran! It’s always nice to hear that folks are happy with things, and we’re glad to help everyone. And yes, that applies even the grumpier players because they also absolutely need and deserve our help! It’s just refreshing to have a post like this pop up.

Welcome to the game! And yes, I feel sure we can help you if you will click “Support” at the top of this page, and then use the “Submit a request” section to fill out a ticket.

What you’re seeing is not a password reset request but an log-in session. When you use the forums, the Texas IP can show up, but it’s not resetting anything it’s simply reflecting your activity/access to the forums.

Hope that sets your mind at rest. (And yes, I’m working on not having that show up, because it causes so much concern and I truly understand how that happens! “Texas? I’m not in Texas! What’s going on!?” I really hope we can remove that from the log-in list, as it’s unnecessary and disturbing.)

I agree, I am concerned that someone has compromised your e-mail and then your game account, after which s/he added authentication that is locking you out.

Please submit a ticket by clicking “Support” at the top of this page, then “Submit a request” to fill out a ticket. An agent should be able to help you.

I recommend Mobile Auth, if you can do it, but any auth is a very good idea!

Astral Projections.7320:

Just to check, because it’s a common mistake, are you logging in with email and password or your display name (VietnamsesNinja) and password?

The correct login is email and password, just like for the forum.

This is correct. And of course if you need personal assistance, please click “Support” above and then use “Submit a request” to enter a ticket.

OtakuGamerGal.9843:

Gaile Gray.6029:

If you do not get a response after checking Junk Mail and Spam, I suggest you check out this thread to see if some of the troubleshooting steps will work for you.

I have tried it already. I created the repair for the troubleshooting steps, but still doesn’t work. Should uninstall and reinstall it?

Game reinstallation wouldn’t resolve this, no. I suggest you consider the option of submitting a ticket from another e-mail address with the current ticket number in the subject line. What I suspect is that at some point, our NoReply@GuildWars2.com address was added to a filter, and therefore you’re not getting our mails. Alternately, your e-mail provider is blocking them. In any case, we can look at the situation via a ticket. Click “Support” above, then “Submit a request” for help.

We often find that forgotten transaction in the TP account for the change in currency. You’re welcome to submit a ticket for a review, if you desire.

Rorene.9687:

So, i dont know if anyone else has been having this problem, but every time i log into my Guild wars 2 account, i have to change the password
Every
kitten
Time
Even when the auto log on is switched on, i have to recreate the kitten pass every time.
And than Almost every password is taken, apparently because i hacker may have used it, so now my password has to be a random assortment of 25-40 letters, and has to written down each and every kittenin time, is this a thing or am the only being kittened by arenanet at this point?

There are two possibilities. As mentioned here, someone may have your credentials and may be changing your password while you’re inactive on the account. Or, you may be hitting a glitch. Feel free to submit a ticket if you’d like a review. Click “Support” above and then “Submit a request” on the next page.

It appears you’ve been provided the info you need, but never hesitate to submit a ticket if you’d like more information!

Glad it’s sorted out for you. I don’t think anyone on our end did anything, but it could be that your e-mail provider removed whatever block they placed on our mails, and that’s why it finally arrived. Hopefully that’s sorted for the future, but if you continue to have issues, feel free to submit a ticket and we’ll try to provide trouble-shooting steps.

The easiest way to submit any questions you may have about your individual account to Support is simply to click “Support” at the top of this page, then click “Submit a request” in the upper right-hand section of that linked page. The team should be able to answer your questions.

Update: 11 June 2014

658292 – Resolved.
670422 – Resolved.
598335 – Answered today.
653398 – Under review.
646613 – I apologize, this was not in the proper queue so I am glad you asked about it. I have moved it and I believe you will receive an answer very soon. Thanks for understanding.
130922-002084 – Apologies but we do not have access to the old tickets. If your husband wishes to discuss this, he will need to start a new ticket and provide the details to the team.
667673 – Final answer sent today. We cannot give access because it does not appear your friend is the legitimate owner of the account.
636297 – You were answered in 404710. You contend that you are providing the proper serial code. We know that you are not. Because you are not contacting us from the associated e-mail address, and because the codes don’t match, we have no confidence that we are dealing with the original account owner. You may update the first ticket if you need to discuss further, but I honestly don’t know how the team can help you with the lack of confirmation of ownership at this point.

• Please note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums, as do those who have been answered repeatedly and for whom the answer will not change. Responses flagged as “Final Response” will not be reviewed again.
• If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
• Please do not submit tickets about item replacements — they will be addressed as quickly as possible.
• Please do not submit duplicate tickets for the same situation.
• Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update: 11 June 2014

658292 – Resolved.
670422 – Resolved.
598335 – Answered today.
653398 – Under review.
646613 – I apologize, this was not in the proper queue so I am glad you asked about it. I have moved it and I believe you will receive an answer very soon. Thanks for understanding.
130922-002084 – Apologies but we do not have access to the old tickets. If your husband wishes to discuss this, he will need to start a new ticket and provide the details to the team.
667673 – Final answer sent today. We cannot give access because it does not appear your friend is the legitimate owner of the account.
636297 – You were answered in 404710. You contend that you are providing the proper serial code. We know that you are not. Because you are not contacting us from the associated e-mail address, and because the codes don’t match, we have no confidence that we are dealing with the original account owner. You may update the first ticket if you need to discuss further, but I honestly don’t know how the team can help you with the lack of confirmation of ownership at this point.

I just want to be sure to say that there is a really good reason that it can take a while to sort out issues of this sort. The reason is that we want to use every possible measure to ensure that we are helping the real account owner and not a hacker, and that we are not allowing our processes to be used against any player. So security best practices drives the information we seek, even info that you don’t feel is critical, or which makes you really have to stop and think to be able to answer.

The serial code is not the be-all and end-all of account security, although it’s very helpful! But we are well aware that a hacked e-mail account can result in a hacker getting access to that code. For that reason, we have a lot of means of identifying a person and we use more than any single means to make sure that the person writing is the legitimate account holder. When we make those checks, we’re then able to help that person do all s/he can do to secure the computer and the related accounts.

We’ve be happy to help you, but it will require individual contact. 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.

Thank you for asking. As answered above, account sharing is strictly prohibited. Shared accounts make up a significant number of support tickets for any game, so that is why sharing is prohibited for Guild Wars 2 and for Guild Wars, as well.