Guild Wars 2

Update: 2 May 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

554490 – Resolved
570359 – Resolved.
570718 – Resolved.
570985 – Resolved.
571472 – Resolved.
577006 – Resolved.
562805 – Resolved.
563172 – Resolved.
566312 – Resolved.
568493 – Resolved.
571054 – Resolved.
566611 – Resolved.
557040 – Resolved.
557353 – Resolved.
557413 – Resolved.
557511 – Resolved.
557963 – Resolved.
559026 – Resolved.
560286 – Resolved.
565598 – Resolved.
566428 – Resolved.
567256 – Resolved.
567585 – Resolved.
570131 – Resolved.
570157 – Resolved.
567449 – Resolved.
Copeland.9271 – Resolved. (Please always include a ticket number with a request for review.)
561888 – Reviewed and reopened. We will help you and thank you for your patience, as it may take a few days.
572113 – Answered today.
573277 – Answered today.
573637 – Answered today.
580811 – Answered today. We await your instructions.
Knuckles.8706 – Four tickets. Please do not submit duplicate tickets. If you still need help, please update this ticket: 566112.
564027 – In the queue for a hacked account restoration review.
568230 – In the queue for a hacked account restoration review.
573597 – In the queue for a hacked account restoration review.
576918 – In the queue for a hacked account restoration review.
581052 – In the queue for a hacked account restoration review.
576268 – In the queue for a hacked account restoration review.
575040 – Still in processing. Please see this thread.
570203 – Still in processing. Please see this thread.
Vaske.2817 – Still in processing. Please see this thread.
580832 – Three tickets. Please do not submit duplicate tickets. This is in the queue for a hacked account restoration review.
579888 – Two tickets. Please ask your friend to not submit duplicate tickets. This matter is still under review.
568432 – Under review. I’m sorry for the delay in answering your questions.
578077 – Under review. Thank you for the information you provided.
582329 – Under review. Thank you for the information you provided.
572020 – Was reviewed today; your friend should hear soon.
578315 – Your request requires additional review.
578780 – Your request requires additional review.
ladyosira.9563 – Thanks for your understanding and your kind words!

• 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 May 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

554490 – Resolved
570359 – Resolved.
570718 – Resolved.
570985 – Resolved.
571472 – Resolved.
577006 – Resolved.
562805 – Resolved.
563172 – Resolved.
566312 – Resolved.
568493 – Resolved.
571054 – Resolved.
566611 – Resolved.
557040 – Resolved.
557353 – Resolved.
557413 – Resolved.
557511 – Resolved.
557963 – Resolved.
559026 – Resolved.
560286 – Resolved.
565598 – Resolved.
566428 – Resolved.
567256 – Resolved.
567585 – Resolved.
570131 – Resolved.
570157 – Resolved.
567449 – Resolved.
Copeland.9271 – Resolved. (Please always include a ticket number with a request for review.)
561888 – Reviewed and reopened. We will help you and thank you for your patience, as it may take a few days.
572113 – Answered today.
573277 – Answered today.
573637 – Answered today.
580811 – Answered today. We await your instructions.
Knuckles.8706 – Four tickets. Please do not submit duplicate tickets. If you still need help, please update this ticket: 566112.
564027 – In the queue for a hacked account restoration review.
568230 – In the queue for a hacked account restoration review.
573597 – In the queue for a hacked account restoration review.
576918 – In the queue for a hacked account restoration review.
581052 – In the queue for a hacked account restoration review.
576268 – In the queue for a hacked account restoration review.
575040 – Still in processing. Please see this thread.
570203 – Still in processing. Please see this thread.
Vaske.2817 – Still in processing. Please see this thread.
580832 – Three tickets. Please do not submit duplicate tickets. This is in the queue for a hacked account restoration review.
579888 – Two tickets. Please ask your friend to not submit duplicate tickets. This matter is still under review.
568432 – Under review. I’m sorry for the delay in answering your questions.
578077 – Under review. Thank you for the information you provided.
582329 – Under review. Thank you for the information you provided.
572020 – Was reviewed today; your friend should hear soon.
578315 – Your request requires additional review.
578780 – Your request requires additional review.
ladyosira.9563 – Thanks for your understanding and your kind words!

Knuckles.8706:

Once we are “in the queue for account restoration” how long does that typically take?

I need an exact ticket number to review. I have looked at your account and I don’t see that you’re in the restoration queue, so I wonder if I made an error in my response, or if there’s confusion because you have submitted four tickets about the recent issues.

I asked the GM lead and he believes your issue was fully resolved.

I suggest that if you are awaiting further services, you update this ticket and let the team know the help you need: 566112

I am concerned that someone else may have access to 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, 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.

Leo — did you get your outfit?

(Thank you players for your help with this question.)

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 need to close this thread, because it has devolved into another alarmist thread, based on speculation and untruth, about some sort of “security breach” on the part of ArenaNet. AP quoted me above, and what I said remains true and should be very clear: The account compromise incidents that we see posts about are personal and not based on a breach within our system. We’re as sorry as heck they happen to our players, and we do what we can to ameliorate the damage the hackers do. But it’s inappropriate, unfair, and just plain alarmist to post about allegedly “known” incidents that did not occur or to post speculation-as-fact because of an individual compromise incident.

Please be fair. Please know that we pride ourselves on transparency and honesty, and we won’t try to squelch honest and truthful discussion about facts. We do, however, need to stop wild speculation that, without comment, may be taken as “truth.”

Your friend is the only one who truly knows all the details of this case. It’s unfair and inappropriate — not to mention against the purpose and policy of the forums — to post a thread protesting a support decision. Asking for a review via the appropriate Tickets for Review thread, on the other hand, would have been just fine.

For your information, the e-mail authentication system is not designed so that we “lock down” accounts if e-mails are sent. It puts control of access in the hands of the account owner.

Be aware that a statement that an account is in the queue for account restoration means simply that it is in the proper queue for review of the possibility of a restoration. I will amend future wording to make that clear and thank you for pointing out that such verbiage may be confusing.

Accounts generally have one restoration, total, in a lifetime. I hope that I do not need to repeat myself about why this is so. Perhaps you and your friend would be so kind as to use the Dev Tracker and find my previous posts explaining why we limit restorations, but the reasons are sound.

Ironically, and in no way related to this thread, the account in question will be restored. Please be clear that this will not happen because of a protest of a support decision, nor because of an error in our initial decision. Although your friend insists that his personal security issue was related to some failure on our part, that absolutely was not the case.

If in review we find we can do something for a player that we initially declined, we’ll do it. And happily, that is the case here.

You cannot change worlds during a WvW season. This is from an upcoming KB Article:

A blog post by the WvW team published in early March discussed certain upcoming restrictions on WvW transfers. As of March 28, 2014, players who transfer during a WvW tournament period are unable to participate in WvW combat for up to 14 days. The intention of this limitation is to encourage each player to choose a home world and to play on that world for the duration of the tournament.

When this restriction was implemented, a warning message was added to the world transfer confirmation screen that states the following: “Your WvW accessibility will be restricted to the Edge of the Mists for the duration of the current match and until the end of your world’s next match.” Once someone confirms a world transfer, that restriction applies.

We are sorry if your account restoration is taking extra time, but the depth of investigation for these situations is time-consuming and requires great care. Imagine a bunch of people claiming they got “hacked” and asking for a restoration, but only after they shuttled off thousands of items and gems. Their request, if honored, essentially “dupes” the items on their account and that’s harmful to all players, because it can cause in-game inflation.

Please be patient while the process is undertaken. We will help you to the best of our ability, while exercising care about the game as a whole.

The Laurels for April — if you did your Monthlies — were rewarded immediately when you completed them. A lot of players were in WvW and thought they were seeing a chest for gaining rank but instead they actually were seeing their reward chest.

There is some confusion because the screen may have shown 2/4, but after intensive research we have found no evidence to suggest that anyone did not get everything to which he or she was entitled to in terms of daily and monthly laurels.

I really appreciate the info you are giving us in the thread, even if I don’t have any answers for you right now.

But telling us your general location and the name of your ISP helps a bunch.

As I was suggesting in another thread, when we see issues with a certain country or region, and when we don’t see general problems across all countries using the European Data Center, my first instinct is that there’s some sort of infrastructure issue within that country. For instance, some poor French players have had connectivity issues related to a specific ISP for months, and while we’d like to help correct it, the correction of the issue relies on the ISP itself.

Anyway, if you are still having this issue, and you’d care to update, please provide:

• General location (city and country would be great)
• Exact error code (don’t rely on the code in the forum post subject line — make sure it’s precisely what you are seeing)
• Brief description of issue. For instance, lag, disconnections (how many in what period of time), can’t log in, etc.

Thank you for this information!

Ellieanna.5027:

Diabolus Anur Kaya.8379:

Murth.5637:

Gaile Gray.6029:

We are unable to remove the Dishonorable Debuff. I’m sorry if you’re having issues, but it’s best to not risk playing matches if your connection is in question, for your benefit (to avoid the dishonorable gameplay flags) and for that of your team.

Incidentally, we’re not aware of any general connectivity issues from Belgium, so that sort of points to it being local on your end.

https://forum-en.gw2archive.eu/forum/support/tech/Error-42-1000-7006-1322/first

Wow. Apparently there is an ongoing issue. Don’t you just hate it when a vendor, company, whatever says its not them, that it is you when it is happening to multiple people from the same area, country, locale?

Yeah I know demerit time most likely but come on how many times have any of us been told this and it wasn’t true?

Because welcome to the internet where the problem might actually not be on Anet’s end but on some connection side that is outside of Anet’s troubleshooting control. It’s very possible that since it’s a certain location issue, there is a node out that needs to be fixed and it’s not something Anet can fix as it’s not theirs in the first place.

Thank you for the clarity and accuracy of your comments!

I cannot see any indication that we are having server issues in a general sense. From every available fact, the issues that you are having from Belgium seem related to issues somewhere between you and your ISP and the Internet as a whole. But I do know you’re having problems and I responded in this thread asking for a few details to help us review.

As a player, I would be contacting my ISP first to try to find out what’s going on on their end. And I confess I’m not a technical support expect and I will fact-check my thoughts after I post. But it seems to me that if there were issues for Belgian players, there would be issues for players in France, Italy, Serbia, Germany, Norway,… for every European player because you all connect through the same data center. Doesn’t that point to an issue somewhere within the Belgian infrastructure, something that can and should be investigated there? On the other hand, I don’t know that for sure.

(All love and respect to Belgian players, btw. You guys and your country truly are awesome!)

Please update your ticket. To do so, simply respond to the e-mail with the ticket number in the subject line.

Please note: There is nothing that can be accomplished related to personal security issues through (numerous) forum posts about the subject. We need to and want to help you individually, but the forums should not be used for complaints or in an attempt to receive faster service than other players.

Thank you for understanding.

We are not offering refunds for this item.

Glad all is in order. Thanks.

Update: 1 May 2014

• Please do not post about item replacements.
• Please do not post more than once in the Tickets for Review thread.

560926 – Resolved.
565488 – Resolved.
567539 – Resolved.
573372 – Resolved.
560926 – Resolved.
566836 – Resolved.
558779 – Resolved. I have received and you have received the final answer on this ticket. It will not change.
566204 – We will help you, but it’ll take a few more days.
571496 – You wrote that you no longer need help. Is this resolved? There are four tickets, including 571177. Are they all from you?
570359 – In the queue for account restoration.
570718 – In the queue for account restoration.
570985 – In the queue for account restoration.
571472 – In the queue for account restoration.
573637 – In the queue for account restoration.
574722 – In the queue for account restoration.
575750 – In the queue for account restoration.
576065 – In the queue for account restoration.
576216 – In the queue for account restoration.
578357 – In the queue for account restoration.
578753 – In the queue for account restoration.
540742 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
540907 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
577006 – Three tickets. Please do not submit duplicate tickets. In the queue for account restoration.
572972 – Two tickets. Please do not submit duplicate tickets. This is under review.
568147 – NINE tickets. Do not submit duplicate tickets. You will received your response in #568147. In the queue for restoration.
562681 – https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411
562731 – https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411
564232 – https://forum-en.gw2archive.eu/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411
561840 – Under review.
565199 – Under review.
565343 – Under review.
566663 – Under review.
571322 – Under review.
571190 – Under review.
578151 – Under review.
571622 – Under review. Please do not post multiple times in this thread.

• 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: 1 May 2014

560926 – Resolved.
565488 – Resolved.
567539 – Resolved.
573372 – Resolved.
560926 – Resolved.
566836 – Resolved.
558779 – Resolved. I have received and you have received the final answer on this ticket. It will not change.
566204 – We will help you, but it’ll take a few more days.
571496 – You wrote that you no longer need help. Is this resolved? There are four tickets, including 571177. Are they all from you?
570359 – In the queue for account restoration.
570718 – In the queue for account restoration.
570985 – In the queue for account restoration.
571472 – In the queue for account restoration.
573637 – In the queue for account restoration.
574722 – In the queue for account restoration.
575750 – In the queue for account restoration.
576065 – In the queue for account restoration.
576216 – In the queue for account restoration.
578357 – In the queue for account restoration.
578753 – In the queue for account restoration.
540742 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
540907 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
577006 – Three tickets. Please do not submit duplicate tickets. In the queue for account restoration.
572972 – Two tickets. Please do not submit duplicate tickets. This is under review.
568147 – NINE tickets. Do not submit duplicate tickets. You will received your response in #568147. In the queue for restoration.
562681 – https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
562731 – https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
564232 – https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
561840 – Under review.
565199 – Under review.
565343 – Under review.
566663 – Under review.
571322 – Under review.
571190 – Under review.
578151 – Under review.
571622 – Under review. Please do not post multiple times in this thread.

To repeat, since so many are either not seeing this or choosing to ignore it:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

Here are updates to posts in this thread:

556264 – Processed April 28
556234 – Processed April 28
Creatos Zel Ael.1936 – If your purchase was an exact duplicate (no matter how the armor was used) you would be eligible for a refund, so please submit a ticket.
Noctology.7238— One cannot submit a ticket via the in-game system; that system is exclusively for reports. So yes, your friend should submit a ticket by clicking “Support” at the top of this page, and the “Submit a request.”
sil.4160 – You are in the queue for assistance. We’re sorry for the delay.

Toritaka.8390:

Are the skins of black lion weapons eligible to refound? Do Anet refound a ticket of each duplicate skin of black lion in this case?

Gem Store’s dyes are elegible, seems logical that the skins of black lion also elegible.
Delivery of a black lion ticket or skin without using for each duplicate skin . Eg: if I have 3 aetherized shields? Delivery 2 black lion tiquet? Or two atherized shield skins without using?

These items are not eligible for refund.

Following up expressly on the three players I had pinged here about their refunds:

Feycat.4370:

Gaile Gray.6029:

Feycat and Lotusklee — I see an outbound updates sent on Tuesday. Can you please check your junk, spam, and other possible in-boxes? I need to know for certain that you didn’t receive it because it was routed to an other bucket.

Checked both those things, and I have no emails since April 17, at which point it went into my inbox. I can’t see any reason why I’d receive my initial emails just fine and not follow-ups.

I don’t know how to determine why you were missing e-mails, but I assume you saw the refund granted on April 26th?

Jamin.6528:

Gaile Gray.6029:

Jamin — I cannot see any new ticket from you, not since February. I suggest you find the auto-receipt confirmation e-mail or if you do not have that, submit a new ticket. Because if this is the account for which you wish to get a refund, this account has no current/unresolved tickets in its folder.

The number/title for the ticket is — 549929:Re: Gem Store Item Refunds

Glad to see you guys lost my ticket and I have been wasting my time. I’ll submit another one.

Your ticket was never lost. I simply was unable to find it, and I apologize for that. Since you provided the number, I was able to review and see that your refund was processed on April 27.

Lotusklee.8512:

I have reviewed all of the in-boxes. The last message I got for my ticket Gem Refund is 15 April. No update message since the day. I mean that ticket 539982

Refund processed April 29th.

Let me simply reiterate, if your e-mail account is hacked, there are many, many problems, including identity theft that can impact you at far greater depth than the compromise of a game account, such as bank accounts, credit cards, mortgages, etc.

We are very sympathetic about these incidents, and we take great care to work with the player to rejoin the game and re-secure his or her account. We will continue to take such steps, as that’s an important part of the services that we offer our customers.

I smiled about the tinfoil hat theory, so thanks for that. it is important for us to courteously and accurately tell a customer when he or she is mistaken in these situations, to answer truthfully and with accuracy in order to prevent the promulgation of rumors and to quell the potential for alarm that would be completely unjustified.

I want to point out, once again, that a compromise of our system would result in tens of thousands of hacked accounts and thousands of forum threads, not the handful that you see. Again, we’re taking longer (too long, we confess it!) to address compromised accounts. The delay sometimes drives people to the forums, meaning that we see a few threads that in a normal day would not be visible. But we are not seeing dozens, hundreds, or thousands — and that assuredly would be happening with a security issue within our system.

We will help you to the best of our ability, and as quickly as possible. We continue to focus on compromised accounts (including having agents working overtime) because we feel they are a very high priority.

WeirdScience — we are investigating this.
aesur — are you having this exact problem? (Are you able to purchase at all, after time, even with an error message?)
Mordachai — did your situation mirror WS’s exactly? But you found it did work eventually, it seems. Would that mean that even while you got an error message, the purchase eventually processed?

Can anyone recall the exact error message? We have folks looking into this, so the more details, the better. Thank you for your reports and any additional info you can give!

Scarycarebear.4125:

Should I just sit tight then for my refund? It’s been almost 7 days now.

Yes, please. There’s no way for us to expedite the courtesy refunds, and clearly our priority must be hacked accounts and other security-related issues. We’re dealing with refunds every day, but they will take a while, as we said at the time the offer was announced.

Thanks for understanding.

Annihilated.6819:

My wife (Elysium.7291) reset our router yesterday and when she attempted to log on to Guild Wars 2 she received an email to authenticate a new IP address that consequenly was in a different state so she did not allow it. She proceeded to try again 5 times getting the same I address, so she reset her password and it still didn’t work. She then submitted a request that her account was compromised and received a reply from Morpheus to provide some information to verify her identity which she did and hasn’t gotten a response since. Unfortunately her account is suspended so she cant play or post herself. I now know that the IP address she received was within the acceptable range from our ISP and her account wasn’t compromised and she should have just allowed it. But now she can’t play or do anything except wait
If there is anything we can do please let me know
Her request number is #579888
Thanks for any help with this matter

I’m sorry that this happened, but the forums are not intended to be used as a means of immediately following up on a ticket, or of asking for expedited service. A number of RMTs and hackers have become quite desperate to continue their shady activities, and they are targeting vulnerable accounts. This means that our numbers are higher because of external elements, and that means that response times can be a bit longer than normal. This impacts everyone, from those requesting item replacements or refunds to those having other issues.

Your wife will be assisted as soon as possible.

Update: 29 April 2014

• Please do not post about item replacements.
• Please do not post more than once in the Tickets for Review thread.

557657 - Resolved.
569291 - Resolved.
559702 - Answered today.
554090 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
569833 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
566112 - Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
574092 - Three tickets. Response sent last Friday. If you did not receive, see the thread about e-mail problems above.
571780 - Two tickets. Answered today.
566284 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566559 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562805 - In the queue for account restoration.
563172 - In the queue for account restoration.
566312 - In the queue for account restoration.
568493 - In the queue for account restoration.
571054 - In the queue for account restoration.
566611 - In the queue for account restoration.
429162 - You have been answered. Forum issues are not Account Issues.
557022 - See this post. You’ll be helped as quickly as possible
557806 - See this post. You’ll be helped as quickly as possible
565516 - See this post. You’ll be helped as quickly as possible
567514 - See this post. You’ll be helped as quickly as possible
557185 - See this post. You’ll be helped as quickly as possible
566244 - See this post. You’ll be helped as quickly as possible
569397 - See this post. You’ll be helped as quickly as possible
565397 - See this post. You’ll be helped as quickly as possible
562525 - See this post. You’ll be helped as quickly as possible
564961 - See this post. You’ll be helped as quickly as possible
564961 - See this post. You’ll be helped as quickly as possible

• Please also note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums. We will not reinstate accounts found to be involved in these offenses. 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: 29 April 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread.

557657 - Resolved.
569291 - Resolved.
559702 - Answered today.
554090 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
569833 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
566112 - Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
574092 - Three tickets. Response sent last Friday. If you did not receive, see the thread about e-mail problems above.
571780 - Two tickets. Answered today.
566284 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566559 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562805 - In the queue for account restoration.
563172 - In the queue for account restoration.
566312 - In the queue for account restoration.
568493 - In the queue for account restoration.
571054 - In the queue for account restoration.
566611 - In the queue for account restoration.
429162 - You have been answered. Forum issues are not Account Issues.
557022 - See this post. You’ll be helped as quickly as possible
557806 - See this post. You’ll be helped as quickly as possible
565516 - See this post. You’ll be helped as quickly as possible
567514 - See this post. You’ll be helped as quickly as possible
557185 - See this post. You’ll be helped as quickly as possible
566244 - See this post. You’ll be helped as quickly as possible
569397 - See this post. You’ll be helped as quickly as possible
565397  - See this post. You’ll be helped as quickly as possible
562525 - See this post. You’ll be helped as quickly as possible
564961 – See this post. You’ll be helped as quickly as possible
564961 – See this post. You’ll be helped as quickly as possible

Behellagh.1468:

Note that on occasion those support links on the website do toss up an error message and this is a cause of concern if you are experiencing an account problem. The fact that errors do popup shouldn’t simply be dismissed or discounted. I’ve seen this problem during the early morning hours in the US, East Coast time rather than our prime time. But since the game is international …

We need reproducible reports. If this happens to you, please submit a ticket. Press “print screen” and save the image (an agent will ask for the screenshot if needed) and principally, include the error message that is displayed so that we can investigate the matter.

I wanted to look into the matter, but I don’t have a ticket number.

I believe the answers given by the forum members contributing to this thread are correct, in that “do overs” could become a 24/7/365 sap of time for numerous agents and honestly, it’s important to draw the line somewhere. On the other hand, I can’t really be sure unless I see the ticket, so perhaps you’d like to include this in the Tickets for Review thread above. A brief explanation of your review request is all that is required there; the thread is not intended for debate of policy.

If you have a ticket in the system, then this is being worked on. If new issues have arisen, update your ticket by responding to the e-mail (with the ticket number in the subject line) and the agent who is reviewing it will assist you.

These answers are correct. Our team will try to help if you will please submit a ticket. Thank you.

We are unable to remove the Dishonorable Debuff. I’m sorry if you’re having issues, but it’s best to not risk playing matches if your connection is in question, for your benefit (to avoid the dishonorable gameplay flags) and for that of your team.

Incidentally, we’re not aware of any general connectivity issues from Belgium, so that sort of points to it being local on your end.

Kitty, your ticket number is 570867. However, refund requests are very backed up, so please allow several more days for the courtesy refund to be processed.

Thanks.

We want to help, so please submit a ticket so we can figure this out for you.

And thank you for your support of our game!

Submitting a second ticket will delay the resolution of this issue. In addition, the queues are backed up, so please wait a few more days for this to be reviewed and resolved.

I closed the ticket, but AP is correct: If someone wishes to close a ticket, it’s ok to simply say that in the ticket and it will be closed when it comes up in the queues.

With agents so busy, I thought closing it was a good idea, so… done!

ChocolateThunder.6053:

Sweet, ill try that. Thank you for the reply

We’ll do our very best to resolve this for you and I hope you’re soon back in the game with little to no ill effects of the hacker’s deeds!

Ronah.2869:

Many retailers sell things with a warranty of 1-3 years but they can add extra years if you pay more. Why not add this system to the game too, especially that it is a virtual product and not a physical one so the lack of replacement parts or full products is not the case?

I think if we were to add the “insurance policy” you describe, some players would be concerned that we’d entered Animal Farm, where “All animals are equal, but some animals are more equal than others.” Our objective is to give every player Triple-A service.

Those who invest more in the game — in an emotional or financial sense — do have a greater loss if their security is compromised. But I’m not sure that offering additional services per $50 spent is the answer.

I’ll say it again: This is not an issue over which we have control, but we’ll do our best to help resolve the situation, including assistance with some security advice and an account restoration. I’ll continue discussing with the team how we can improve those practices, always with the best interests of our players at the forefront of our minds!

The ticket system is working just fine, and we’d ask you to submit a ticket rather than ask forum members a question they can’t possibly answer.

I think the forum members have adequately addressed this suggestion and have made it clear that compromise incidents are related to personal security and can be addressed with best practices on a personal level, given the nature of the security on the game and server level.

Thank you for your input, folks!

Correct. I will see if we can be a bit more clear and when we say “update your ticket” explain that this means “respond to the e-mail associated with your ticket, with the incident number in the subject line.”

If you can prove ownership of both accounts, we will probably be able to offer this service. Kindly click “Support” at the top of the page, then “Submit a request” to start a ticket.

Mcon.5648:

wow that was fast issued resolved ..TY

And, assuredly, ArenaNet security was not the issue, personal security was the problem here.

I am glad you’re back in the game.

It is not possible for us to restore guilds, both in a procedural/programming sense and in a cultural sense.

I’m sorry for the guild’s loss, but it’s not possible for us to restore the guild bank.

I was surprised to see this thread has continued to go on and on about unrelated topics or about the same topic, already answered.

Again, the Heartbleed bug is not an issue, for reasons explained previously. Issues with individual account compromise incidents (“hacks”) are related to the user’s individual security measures, not the Heartbleed bug.

Issues with the Gem Store are not related to the Heartbleed bug and are being addressed. In fact, nearly all have been resolved and the remaining are currently in the works.

We cannot reset guild creation limits. I’m sorry we cannot help you by fulfilling your request, but sometimes players ask us for services that we’re simply unable to offer.

Things don’t necessarily happen in the precise order that allows us to do as you suggest. Thankfully, we are able to assist with most issues, and those whose accounts are compromised get our full attention.

You’ve taken careful steps, Linfang. Have you also scanned for a possible keylogger on your system?

If you want assistance, please submit a ticket by clicking Support above and then “Submit a request” to start a ticket.

If you’re wondering how it happened, 99.9% of the time when this happens your e-mail account has been hacked and the hacker is authorizing access anda deleting the authentication e-mails. This is not on us, this is something you need to solve on your end, and we’ll be happy to help as much as possible.

Please do not post multiple times in this thread about the same ticket. Just as you should submit one ticket, you should post one time to follow up.

Update: 28 April 2014

553384 Resolved – Your feedback has been received.
548729 Resolved.
552598 Resolved.
554571 Resolved.
554814 Resolved.
564267 Resolved.
555983 Resolved. Two tickets. Please do not submit duplicate tickets.
555400 Answered today.
550719 Answered Saturday.
554587 Answered today.
569009 Answered today. Your purchase was refunded, so you can repurchase, add the code, and you’re good to go.
552404 Answered yesterday and additional review taking place.
550451 This ticket was incorrectly handled, and we apologize. I believe we will get this resolved for you today.
513029 Closed. No additional information is available.
559606 Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
557040 In the queue for account restoration.
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557511 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
560286 In the queue for account restoration.
565598 In the queue for account restoration.
566428 In the queue for account restoration.
567256 In the queue for account restoration.
567585 In the queue for account restoration.
570131 In the queue for account restoration.
570157 In the queue for account restoration.
567449 In the queue for account restoration. Please confirm that you wish this service.
564688 6(!) tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
549610  The issue is still under review. The survey was simply asking if you had received an informative answer. I feel you have, but you’re welcome to rate as you see fit.
559338 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
561713 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562900 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568368 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566783 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568324 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
534713 Under review. I followed up to ask about progress.
558665 Under review. I followed up to ask about progress.
568230 Under review. The account is suspended to keep it secure during investigation.
554490 Under review.
557007 Under review.
557113 Under review.
557196 Under review.
558540 Under review.
560681 Under review.
561147 Under review.
561510 Under review.
564027 Under review.
573597 Under review.
557353 Under review.
567885 Under review.
563589 Please reopen the ticket by responding with the account ownership verification information our agent requested.
567819 You are asking for items we cannot provide. An agent will respond to your ticket as soon as possible.
566422 Your e-mail account and/or your computer have been hacked. Please re-secure your computer system AND your e-mail account so that we can assist you.
FateTwine.2390 Thanks for your kind words!

• Please also note that people involved in botting, cheating, exploiting, and gold sales (RMT workers) file appeals and post in forums. We will not reinstate accounts found to be involved in these offenses. 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.