Guild Wars 2

If you’re getting a response that indicates that the team cannot help you, then it could be that research indicates you are not the original owner of the account. If you’re using a second-hand account of some kind — given, resold, stolen, whatever — then you’re not the original account owner and we are not able to offer you any support services. Only the proven account owner can make changes to an account, for security reasons.

If you are the original owner of the account and you’re unclear about the matter, update your ticket to request further information.

Fawx.9064:

Ignore. Problem solved.

Thank you for updating this. It’s good not to worry about a bug, when you figured it out and clearly it wasn’t some sort of bug. Thanks for posting.

Correct: If you feel this is a bug and can give plenty of details for replicating it, it goes into the Bugs Forum. A ticket would not be productive and I suggest that you not make one.

Clan Azrak.3178:

UPDATE: We finally received an email with the code. Not sure if it was just slow process or if someone from support pulled some strings to get it to us.

I did do some further research while waiting and found an old thread where it took someone about an hour to get their code. Perhaps Anet should have a warning in the digital purchase system that there could be a delay in receiving your code.

Thanks to all who helped.

I think your suggestion is good. Letting folks know that there is the possibility of a delay in getting the transmittal e-mail is a good idea, and I’ll see if we can add that in the future.

eicer.9670:

Thanks to the guys behind the restoration of my accounts. This is a great game with great people behind it. I hope this series of hacking would stop now.

see you guys in game!

So glad everything worked out for you and thanks for updating us!

I am glad that this sorted out for you. It’s really helpful when people post an update that let’s us know this. So thanks for doing that.

Solid advice above, and of course if you’re still blocked, please DO post in the Tickets for Review thread with your 6-digit Ticket No.

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.

This is not at all a common experience, but we’ve had instance of this and I feel sure that submitting a ticket will get you the help you need. So 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.

tolunart.2095:

You cannot “wipe the slate clean” and start over. You will need a new serial # and a new email address.

This is correct. You could delete all your items and characters, but some achievments and accomplishments and general history would remain.

Astral Projections.7320:

Right click the name, choose report and choose botting. This will give them access to time, server, character and everything the character is doing at that time. They can’t use a video feed (which can be faked). What they need is metrics from the Guild Wars 2 computers.

This is accurate. We review reports 24/7/365, and hundreds if not thousands of accounts are closed every month, so this is an effective system.

To add a bit more: Linking is limited, also, so that there is a sort of “cultural history” for the account and the player. It wouldn’t be appropriate to have five Guild Wars 2 accounts benefit from the accomplishments achieved on a single Guild Wars account. Just as it wouldn’t be right to have a Guild Wars 2 account enhanced by multiple Guild Wars accounts.

So Guild Wars —> Guild Wars 2 on a one-to-one basis.

Given the choice, I’d always opt for two-factor (mobile) authentication. From our perspective, so many e-mail accounts are hacked on a daily basis, and quite honestly that is more likely to happen to an individual than his/her smart phone getting stolen.

Remember, if you have two-factor (mobile) auth and you need help with it, just drop a note to Support and the team will help you sort it out.

FoxLogan.8195:

thank you for the quick responce, the method here worked great https://forum-en.gw2archive.eu/forum/support/bugs/Tabs-in-Gem-Store-not-loading/first#post3739993

So glad that worked for you, and that you were willing to undertake the process.

Thanks a bunch for your support of the game, and for posting so that others can benefit from the work-around!

A lot of times, we’re finding when someone submits a ticket that he or she blocked our in-bound address as spam, maybe months ago. Once we get a ticket, we often can find a way to get the e-mails to you. So please do click “Support” above and then “Submit a request” to enter a ticket.

We will get this addressed in the future. Sorry you were startled by it!

The information above is correct. Your friend must buy a EU/NA version of the game to be able to play with someone in those regions.

I hope you and your friend will have a blast playing together!

Update: 9 June 2014

625113 – Resolved.
624807 – Resolved.
655261 – Resolved. As explained, it takes a few days for processing but you should be fine now.
652690 – Resolved in Ticket No. 654968.
669498 – Resolved. Answered today with as much detail as we’re going to provide.
655526 – Sent over for review by a senior agent today. Sorry for the delay.
658292 – In queue for review or processing.
656560 – In queue for review or processing.
631791 – In queue for review or processing.
637218 – In queue for review or processing.
638920 – It sounds as if you are making progress. We are sorry for the e-mail issues and continue to try to work with ISPs to stop blocking our mails!
643937 – You had blocked our address (the noreply one) as spam back in February. We will get the reset out to you today and it should go through properly.
618169 – You were given a refund on April 19, as explained in Ticket No. 541400. If you have further questions, please update that ticket.
636297 – Please take any further discussion to the ticket. Thank you.
652384 – The agent has responded correctly: We cannot give a refund for account upgrades, because they cannot be rescinded or removed. Sorry.
606795 – As I requested in Mid-May, please update 528181 to request more information. I am concerned that ownership is in dispute. If 528181 is not your ticket, please create a new ticket using a completely different e-mail address.
656302 – The team was unable to verify you owned the item, therefore cannot issue a refund. Please direct any questions to the team via the ticket. Thank you.

• 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: 9 June 2014

625113 – Resolved.
624807 – Resolved.
655261 – Resolved. As explained, it takes a few days for processing but you should be fine now.
652690 – Resolved in Ticket No. 654968.
669498 – Resolved. Answered today with as much detail as we’re going to provide.
655526 – Sent over for review by a senior agent today. Sorry for the delay.
658292 – In queue for review or processing.
656560 – In queue for review or processing.
631791 – In queue for review or processing.
637218 – In queue for review or processing.
638920 – It sounds as if you are making progress. We are sorry for the e-mail issues and continue to try to work with ISPs to stop blocking our mails!
643937 – You had blocked our address (the noreply one) as spam back in February. We will get the reset out to you today and it should go through properly.
618169 – You were given a refund on April 19, as explained in Ticket No. 541400. If you have further questions, please update that ticket.
636297 – Please take any further discussion to the ticket. Thank you.
652384 – The agent has responded correctly: We cannot give a refund for account upgrades, because they cannot be rescinded or removed. Sorry.
606795 – As I requested in Mid-May, please update 528181 to request more information. I am concerned that ownership is in dispute. If 528181 is not your ticket, please create a new ticket using a completely different e-mail address.
656302 – The team was unable to verify you owned the item, therefore cannot issue a refund. Please direct any questions to the team via the ticket. Thank you.

shaun.1978:

Hi how do i find my support ticket i sent one but cant seem to find it

Check your e-mail. Spam, Junk, even Deleted mails. We send an auto-response which you should have received immediately. If you do not find it, then it’s safe to assume your ticket was never created and you should try again.

Click “Support” at the top of this page, and then “Submit a request” on the page to start a ticket. (Keep in mind that in-game reports are not tickets and will not receive a response.)

Hey all,

We’ve published a sparkly new article on Account Security on this link. It contains quite a bit of updated information and has links, as well, to a few resources for you.

Coming soon to your Guild Wars 2 Knowledge Base: “Choosing a Secure Password.” I think we’ll have that posted in about a week.

In the meantime, review the new article, please, and keep your account secure!

Sousui.1635:

Im here because I also just got a password request just now. Not to worried cause I have an authenticator. But yea, looks like someones cycling an email list.

Yes. Sadly, every hour of every day, unscrupulous individuals use passwords gleaned from hacked sites — websites, fansites, stores, forums — or hackers sites, where to sahre credentials, to “ping” them against our system. If they get a match, they try to reset your password, but without your approval through e-mail or mobile authentication, they’re stopped at the door.

Do take on board, though, that if you get these genuine (not phishing) e-mails, someone does know your GW2 Account Name, that is, the e-mail address you use to log in to the game. That is not, in and of itself, that big a deal, but it does mean the address is “out there.” Now, would-be hackers may not know that they know your e-mail address because our system doesn’t give them a confirmation that the address is a legitimate e-mail address within our system. But I thought I’d mention it as something you should be aware of, nonetheless.

Kakashi Konda.3780:

…the community here is rly great

Truer words were never spoken — this forum community rocks!

Yes, it’s not uncommon to see the sneaky tactic of “steal account/add mobile authenticator to the stolen account.” But Support can help you with this. Oftentimes, the hacker also has access to your e-mail account — in fact, that’s often how he/she gets onto your game account. So don’t be concerned if the agent asks you to submit a new ticket using a new, unique e-mail account; that’s just another security measure that is often helpful in adding an extra layer of security to previously-compromised accounts.

The team is still actively working on this, as you’ve seen in the various responses you have had from the team. I feel sure they can help you get this sorted.

I just wanted to ask if everyone was ok with this now. We occasionally have a momentary glitch with the store — as any business does — where items are a bit delayed in delivery. Did you all get your gems? Anyone else having problems with gem delivery?

As a general rule, if you ever have issues of this kind, please do 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 and we’ll do our utmost to help you.

As suggested in this thread, the absolute worst thing you can do is do a charge-back. There’s no need to do it, we definitely do not want to charge you for goods you don’t receive! And with a charge-back, we are required for various reasons to close the game account when a charge-back is processed. (The person will get his/her money back, of course, but that would happen by contacting us, so it’s six of one, half-dozen of the other and contacting us keeps your account in good standing.)

I should be clear. It’s very unusual to be able to help with deleted items. And in the case of a refund request for a deleted item, I just don’t think it’s going to happen. That’s a case of “Months ago, I had XX item and now I want a refund.” If you think about it, that’s like saying to JC Penney, “I bought a pair of jeans and I no longer own them, but can you refund me the cost anyway?”

A Guild Wars 2 player is always welcome to submit a ticket to inquire about his or her individual situation, but I did want to point out that some cases are pretty clear as to what the outcome most likely would be.

Yes, please do encourage your friends to contact Support so that a team member can help analyze why this is happening. We will definitely do our best to help him!

Lord Sinkoran.6304:

I have had to go to my email account to authenticate my login for about 2 weeks. Most of the time the address and city are diffent. Cities that I remember the login has been from have been plymouth, london and kittenheroe. None of the cities are where I’m logging in from. My guild-mates say i should be worried.

I basically want to know why the address and city changes, why it isn’t the location I’m actually logging in from, if a hacker has access to my account and if one does what I need to do to my my account safe.

My email password is completely different to my game account password.
Nothing has been taken, changed or added to my game account that I have noticed nor have I been contacted by other players saying I’ve been spamming/scamming them or otheres they know.

This really is not uncommon but I admire your awareness that you may be seeing unauthorized access. I can tell you that some months ago, a player in England contacted us asking why he was showing log-ins from Northern England, Southern England, Scotland, and Wales! I did some mapping (<3 Britain) and found his alleged “log-in locations” were at least 400 miles apart! So we decided he should contact his ISP and sure enough, they told him that they had a whole range of IPs and that a legitimate log-in may come from anywhere on the island. He was greatly relieved and I had a nice story to tell people about dynamic IPs.

On my account, I see log-ins from my town, from the larger cities around me, and sometimes from a city that’s nearly 100 miles away. As long as I’m using a unique password, watching my log-ins, and making sure that I am receiving them only at the moment I am actively logging-in, then I have confidence the system is working. Were I to see one from too remote a location, I’d be changing my credentials, checking my e-mail account for a possible breach, and contacting my ISP to ask them about the new, alleged “log-in location.”

First, if you are posting, you were not banned. A “ban” is a permanent account termination. Secondly, while generally we’ll ask you to submit a ticket, in this case I looked into the case and there was an error and the name is uncensored. (We left a note on the account to prevent this happening again.) However, it’s only fair for me to point out there was decidedly not an error with another of your name choices — it truly was offensive. However, you renamed that char with something that’s acceptable, so it’s fine now.

In the future, if you have questions about a censored name, please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option.

Please note that we cannot help you with your sister’s account. She will need to submit a ticket and work with Support, although you are welcome to assist her. But for security’s sake, we work with the actual account owner. Thanks for understanding.

I find that a lot of times, players use the same character names in Guild Wars 2 that they used in Guild Wars. You could perhaps try using your GW2 names, to see if you did the game. Otherwise, please submit a ticket by clicking “Submit a request” at the top of this page. 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.

I have two thoughts:

1. You should be able to give enough alternative information that your character name will not be needed to help you with your account. As suggested, you can leave blank those fields you cannot fill or don’t have the answers for.
2. Have you taken any screenshots of Guild Wars 2? If you have, then you probably have your character name in those screenshots. Look in your Guild Wars 2 folder or your Photographs folder and you just may find you have that info at hand!
3. Do you have any mail in your in-game Mailbox? I believe that sometimes those mails are addressed to your character name, and if so, again, there’s what you need to know.

Inculpatus cedo.9234:

Important Note: You cannot link your Guild Wars 2 account to the NCSOFT Account Management (NCMA) system or link the two games through your NCMA. In addition, you do not need access to your existing NCMA to purchase Guild Wars 2 or to link it to your existing Guild Wars account.

https://help.guildwars2.com/entries/28147506-Guild-Wars-Accounts-Their-Effect-on-Guild-Wars-2

Correct, as posted.

Update: 2 June 2014

641654 – Checking with agent on this.
630552 – Answered May 22. If you did not receive the response, you may wish to make a new, unique e-mail account and submit a new ticket with this number in the subject line.
642436 – Answered May 30.
638920 – Answered May 25. If you did not receive the response, you may wish to make a new, unique e-mail account and submit a new ticket with this number in the subject line.
625113 – I sent a follow-up tonight, as it appears your friend has not received any response whatsoever and I’m sorry to see that. We will look into this!
643539 – I sent a follow-up tonight.
46560 – Under review.
650996 – Under review.
647472 – Under review.
636297 – Final Answer: Provided in March. You were unable to establish ownership of the account, so the matter is closed.
586422 – Final Answer sent today. We are not able to provide you the information you request, but again suggest you visit the forums to gain that info.

• 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: 2 June 2014

641654 – Checking with agent on this.
630552 – Answered May 22. If you did not receive the response, you may wish to make a new, unique e-mail account and submit a new ticket with this number in the subject line.
642436 – Answered May 30.
638920 – Answered May 25. If you did not receive the response, you may wish to make a new, unique e-mail account and submit a new ticket with this number in the subject line.
625113 – I sent a follow-up tonight, as it appears your friend has not received any response whatsoever and I’m sorry to see that. We will look into this!
643539 – I sent a follow-up tonight.
46560 – Under review.
650996 – Under review.
647472 – Under review.
636297 – Final Answer: Provided in March. You were unable to establish ownership of the account, so the matter is closed.
586422 – Final Answer sent today. We are not able to provide you the information you request, but again suggest you visit the forums to gain that info.

Rahl.4920:

How do I report in game when I think someone’s account has been hacked?

While at the bank area in Divinity’s reach on the black gate server. I saw two characters belonging to MOOF.3275 go from the bank but naked and straight to the market seller. After having my own account hacked over the holiday and the few hellish days afterward, I do not want to see anyone else suffer. We need a option added to the in game report function to let us report when we think an account has been hacked. I have seen another one, but they logged out before I could try and find out at least their account name.

I do not believe you can report this in the game, but you might submit a ticket. Of course, if you can contact your friend outside the game, that would be helpful, too, and we could then work with the account holder. In any case, if this player has been hacked, it’s very likely we can set him right with an account restoration once he contacts us.

The suggestion to create a new e-mail address — preferably from another provider — is very sound. Be prepared to answer account-verification questions, but we know that our players will understand why we ask them. With that info, I feel sure we can help!

I like the feedback that you’ve received in this thread. The reason that we “white list” IPs, is that we believe strongly in two-factor auth, but we don’t want to inconvenience you many, many times by asking repeatedly for you to approve your home IP.

As suggested, if you prefer to authorize, you can! Simply do not click (or uncheck) the “remember this network” box and you will be asked for authentication authorization more often.

This is a matter that absolutely cannot be resolved with a forum post. I note that you submitted a ticket. Please await a conversation with an agent, who will answer as soon as possible.

allart.3746:

I don’t understand.. when they restore our accounts, the gold and the items transferred somewhere else will not be removed from the hacker account or from their customers accounts?

While we restore many accounts a day, we also take out hacker accounts on a daily basis. When we find the hacker, we lock down the account to prevent the use of the items and gold that the hacker stole.

So yes, we look at the accounts of both hacking victims and hackers to make sure that what the thief did doesn’t have a lasting, damaging impact on the game economy.

Tru Reptile.6058:

Is it possible? If it is I’m guessing I use the pay safe card option?

I honestly do not know this, but it seems to be that we accept Visa cards pretty much worldwide. Have you tried to make a purchase? If so, did it work or not work? If you need help or advice on how to purchase gems, 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.

I cannot tell how long you’ve been in the game, but if you have questions, please feel free to submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option.

We can help. If you need access, or need us to review the possibility of an account restoration, 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.

If you later need to update your ticket, simply reply to the e-mail associated with the ticket (with the 6-digit ticket number in the subject line) and provide any new information you wish to have added to your ticket.

Inculpatus cedo.9234:

As far as I know, you must just wait for the auto-response reply, and that will reference your created ticket number.

Good luck.

That’s exactly right. If you do NOT get the “we received your ticket” e-mail, then I might assume that the ticket for some reason did not process properly. You could submit a new one, but keep in mind that duplicate tickets will slow the process, so only submit a new ticket if you are certain that the first one did not go through.

To verify, check Junk, Spam, Deleted, and alternative “tabs” to verify that you truly did not get confirmation of the receipt of the first ticket.

Niyati.4215:

Hello, my account was fully restored back to what it was before the hack. all of my gear, mats, ect are back. Took them a little over a day to investigate, got an e-mail a couple hours ago asking if i wanted my acccount restored. and got an email about 30min later saying everything was restored. Support has been amazing.

I am glad that all is well. Thanks for updating. We’re really happy to know that all is well, not just in the ticket, but on the forums, too.

See ya in Tyria!

Once you’re sure your computer and e-mail are secure, or once you have obtained a new e-mail address, 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.

If you later need to update your ticket, simply reply to the e-mail associated with the ticket (with the 6-digit ticket number in the subject line) and provide any new information you wish to have added to your ticket.

Inculpatus cedo.9234:

You should not submit duplicate tickets for the same issue, as it only slows down the process. Close out the duplicates and only update your original.

Yes. Duplicates are bad. I also agree that a full mailbox is a likely culprit for not receiving the unidentified dyes.

Close duplicates with a note that you do not need help on that ticket, but will wait for help in Ticket No. ######.

Update: 28 May 2014

626791 – Resolved.
642661 – Resolved.
627781 – Answered 5/26
601952 – Answered 5/26. We cannot assist you because the item does not qualify, as explained.
634568 – Answered today.
612255 – You other ticket was answered today. As explained on 21 May regarding your report, we do not discuss outcomes of our investigations.
596928 – Following up on this.
628319 and 635144 – Following up on this; all your tickets are visible and thanks for sending the new info.
625113 – In queue for review or processing.
614846 – We believe your e-mail account is compromised. Please submit a new ticket (this one is closed) with this ticket number in the subject line and continue to work with CS on this.
635353 – We are not able to remove account upgrades, and that is why we cannot refund the gems you spent on your mistaken purchase. I’m sorry, but there’s no way to remove them, and giving a refund without their removal would have significant negative repercussions.
638010 – Your friend needs to discuss in the ticket. Ownership is in question.
570269 – CS sent you one item. However, we cannot replace your Essence. If it is missing, the agent was correct to ask you to submit an in-game bug report. There’s nothing further we can do for you.

• 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: 28 May 2014

626791 – Resolved.
642661 – Resolved.
627781 – Answered 5/26
601952 – Answered 5/26. We cannot assist you because the item does not qualify, as explained.
634568 – Answered today.
612255 – You other ticket was answered today. As explained on 21 May regarding your report, we do not discuss outcomes of our investigations.
596928 – Following up on this.
628319 and 635144 – Following up on this; all your tickets are visible and thanks for sending the new info.
625113 – In queue for review or processing.
614846 – We believe your e-mail account is compromised. Please submit a new ticket (this one is closed) with this ticket number in the subject line and continue to work with CS on this.
635353 – We are not able to remove account upgrades, and that is why we cannot refund the gems you spent on your mistaken purchase. I’m sorry, but there’s no way to remove them, and giving a refund without their removal would have significant negative repercussions.
638010 – Your friend needs to discuss in the ticket. Ownership is in question.
570269 – CS sent you one item. However, we cannot replace your Essence. If it is missing, the agent was correct to ask you to submit an in-game bug report. There’s nothing further we can do for you.