Guild Wars 2

wulfheart.8206:

I got an automated response and was given advice to change my password. I did that, but I replied again asking if it’s possible to have my items restored. I lost more than a year’s worth of items, mats and currencies and I don’t have the pleasure of being able to play 24/7. I love the game and would be playing it for years to come, but it’s a real bummer to lose everything because other people like to just take advantage of what others earn through hard work.

Account restorations do take extra time, and the team is extremely busy. I am sorry for the time it’s taking, but I do believe you will be well satisfied with the outcome. Thank you for your patience — I know that waiting is not an easy thing, especially in such a stressful situation as an account compromise!

I’ll say this once again. Perhaps this time forum members who are posting randomly and speculatively will take this opportunity to learn about the subject from a factual standpoint:

We are closing the accounts of RMTers, cheaters, and exploiters in record numbers. On some days, 1,000 accounts are closed. That action prompts the unscrupulous people who sell gold, cheat, exploit, and bot to extend their reach to try to steal accounts. This means they are plumbing “known password” lists, sending more phishing e-mails, logging into accounts to which they had access months ago (due to poor security measures on the part of the user), and generally doing what they can to steal accounts.

This does not point to a vulnerability in the game or the servers, but the exploitation of individual levels of vulnerability being capitalized upon to steal individual accounts.

Add to that the fact that recent in-game events and the new feature build brought back players in high numbers, players who may have stepped away from the game and return to find they were hacked months ago (again, not through vulnerability on our side but through the usual game-thief processes).

From all I’ve been told — confirmed minutes ago — the alleged “big hole” in security to which you refer does not exist. We continue to be ever-diligent on matters of security, and I’ll never say “never” in reference to security. But once again, nothing points to this alleged “hole” except anecdotal evidence that can be explained by the information I provided above.

Desperate times lead to desperate measures, and cheaters, exploiters, botters, and RMTers are indeed desperate.

Terrorsquad.2349:

This is happening to me for few times by now.
Happened to me pre-patch aswel so it’s not the patch.
Getting randomly kicked from the game. After restarting either client or pc, it still doesn’t work since I can’t even log in anymore. Everything else with internet still works, so it’s not my modem, nor connection..
The length I can’t log in is very random: sometimes it’s 5min, other times it’s 30mins.

Either way, seeing from a Group on Facebook, it’s not just me having this problem..

Just here to clear this up

Cheers

I suggest that you post this in the Technical Support forums. Please include whatever messaging you get, including any error code that you see. Thanks!

You purchased and used a server transfer a month ago. I really do not feel that asking for a refund would be appropriate at this point.

It’s human nature to be angry when someone is unable to do what you want them to do. But sometimes, we can’t help, we cannot do what a customer requests, and we can’t for solid reasons.

For instance, we get requests every day to ban another player upon request. Maybe the person making the demand feels that another player was harassing them. Maybe they don’t like the fact they were bumped out of a party. But closing an account for a chat violation or a party drop is pretty darn excessive! I do not mean to say that repeated chat violations or unsportsmanlike conduct will be tolerated, not at all. But some individuals ask for immediate and excessively harsh reactions, or they get into an argument and report a player thinking we won’t see their side of the commentary, and they’re sort of bitten by the old “mutual antagonism” bug-a-boo.

Customer Support exists to support our customers whenever possible. Our agents make their best effort to do that for everyone, every time. But realistically, there are times when we cannot help, due to policy (set with care, maintained with respect), technical limitations, unreasonable expectations, even a misunderstanding about how the game functions.

I’m glad when people say they’re happy with CS, and I’m sad if someone says they are not happy. But in all the cases I investigate — and I investigate a lot! — the number of times I see an error or a faulty decision is very small. So if your requests are declined, there is probably a good reason for it. If you don’t understand, ask in your ticket. If you truly believe an error has been made, post in the Tickets for Review Thread. But keep in mind that truly, your disagreeing with a decision does not necessarily mean that the decision was unfair or inaccurate. I feel it’s rare that Support is truly “unsatisfactory.” You may feel dissatisfied even while the decision was 100% correct in the overall scope of things. And it’s our responsibility to keep in view both the big picture and the small.

You asked: Hacked Account, Heartbleed Incident related??

The answer: No. Heartbleed is not a factor, as we do not use the systems that the Heartbleed bug requires to function.

Bloodstealer.5978:

Dave.7085:

Just read this as well

“Mail authentication is made useless by the mobile authenticator : if a hacker gets one person’s account name and password and then logs into the guild wars 2 website, he can enable Mobile Authentication which will bypass the mail authentication.”

You know their going to close this thread as well.. damage limitation at its finest, while players accounts are left in the lap of the gods along with who knows what other info.

Yes, we will close this thread, not for “damage limitation” purposes, but because it contains a whole lot of false speculation about stolen accounts. These are accounts that are stolen individually, through an issue with the account itself. Perhaps the player used the same password for his game account that he used on a site that was subsequently hacked. Perhaps the player experienced a compromise of her e-mail account. There are a dozen ways that an account can be stolen, but the speculation that this is related to game servers, the mega-servers, or the phases of the moon is not just irresponsible, it sets a tone in the community that leads from speculation to “fact.”

I asked about this very situation, and our security lead told me this (paraphrased): ArenaNet is nailing botters and cheaters in record numbers. Because we’re closing those accounts, the RMT companies and the would-be hackers are casting a wider net to acquire other accounts to use to cheat, or to use to advertise gold sales.

We’re very sorry when someone gets hacked, and as those of you familiar with the systems know, we do our utmost to help lock down the account and, when the account is eligible, to restore the account to its pre-compromise condition. Please do not engage in wild “It must be…” speculation about such a delicate issue — it’s unfair to the compromise victims and it’s unfair to us!

And to ensure you know I’m not closing the door on this with a simple lock of the thread, I have routed an e-mail to various team members to ensure we’re viewing this broadly and to confirm that all I have said remains as true as it was when I was first told it.

Please do not post (and certainly do not post repeatedly) about this incident. Please discuss with CS through the ticket system. The team will do the best they can to help you, but they cannot do that through a forum post.

I’m going to close this thread, I’ll say that straight up. When I see “If they cared, they’d do XYZ” my danger rises, because I know we do care, and I see that every day, from every agent.

There are solid, reasonable, and necessary limitations on our ability to grant restorations. We must verify remote access, it’s that simple. Otherwise, what’s to prevent the unscrupulous individual from offloading or selling his items and then claiming a “hack” in order to get a second set?

We trust our players, and the vast majority are legitimate, fair, wonderful people. But those legitimate, fair, and wonderful people are negatively impacted by our helping “dupe” items through unmerited restorations. CS is an interesting study in human behavior. Heck, I could write a book. Again, most players legitimately need our help, but every day someone will try to claim an account that he does not own, try to reclaim an account he resold to someone else, try to get items she never bought or even possessed, and any number of other shady things.

I am not at all pointing at the OP to say s/he is doing such things. But I have to say I am not at all sure that it would be possible to access the account remotely and not leave a single detectable trace of that remote access, to essentially and 100% make it appear precisely like access from his/her home. I promise that I will speak with our security team about this and make no judgment about the possibilities.

I agree with our policy about this, because the policy is made and upheld for the good of the game as a whole, to prevent widespread (and potentially growing) fraudulent restoration requests that damage the game economy and therefore negatively impact every player. (And again, I am not citing the OP as someone make a fraudulent request.)

Lilith Ajit.6173:

Gaile Gray.6029:

Lilith Ajit.6173:

Note: Yes. I have read the security post so please don’t refer me to it.

So I have a question that’s bothering me. I have as much security on my account as I can, because I spend a lot on the game and would be devastated to lose it all. Lately I’ve been seeing more and more hacks into unsuspecting folks’ accounts, and many are automatically setting their own mobile authenticator (I’m guessing) so they can keep the account longer. I have one of those on my account. If, Dwayna forbid, a hacker got ahold of my account, would they be able to create a mobile authenticator on my account, a second one? Would they first have to get rid of mine, and then do it?

I realize it sounds obsessive, but I’m feeling like I need to change my email and password for the game at least once a week to be safe from hackers. I’m sorry, I know I’m crazy, but this is my only hobby at the moment haha.

Nerve wracking.

Lilith, are you saying you have mobile authentication set on your account, but you’re concerned that someone might somehow add a second, overriding mobile auth system to steal your account? If that’s your question, I believe it’s safe to respond that if you have mobile auth on your account, you’re safe. Naturally, if your credentials were known and someone acquired your smart phone, there would be an area for worry. But with mobile auth, a unique password, and discretion on your part (such as not leaving your account online when you’re AFK, to prevent the “Evil Little Brother™” type hack) you should be just fine.

Thank you much, Gaile.. I was just concerned that hackers might be able to unlink my authenticator if they try hard enough, which would be devastating to me, considering how much RL money I spend monthly, and how much time and thought I put into both of my accounts. I’m glad to have that cleared up.

You’re very welcome. I truly understand the nervousness related to the possibility of a compromise. Having one’s account hacked can be devastating! However, I’m delighted that we nearly always are able to offer account restoration services, and with that, the account can be restored to a point near the compromise incident.

I hope it gives you some peace of mind to know that, even if the worse happens, we’ll do our darnedest to get you back on your feet with as many of your treasured items in place as possible!

ArtAxident.4809:

A few months ago my account was hacked. I have it back now, changed password etc. My character and all my stuff is fine, but my home world has been changed. Everything else is how it should be, but I am in the wrong world. How do I get back into my original home world without paying? I was originally in Tarnished Coast.

Please update your support ticket and explain this situation to the team so that an agent can assist you. We should be able to resolve this for you.

I’m so glad we got that sorted out. Yes, you can bin (destroy) items, even if the character has been deleted. And thank goodness, it could be rather cluttered if you couldn’t!

courin.2314:

Shout out of thanks to the ANet Support team and GM Fluffy.

Long story short, I had an issue, and created a ticket. Despite it being the long weekend (Friday when ticket created) within 2 days I got an answer, and the problem was resolved.

I see way too any times when people are unhappy with support, and I’m sure they can’t fix every problem that’s out there, but I had to say how much I appreciated the great service and quick resolution of my issue.

It’s so nice of you to post, and we really appreciate the kind words! I’m glad we could help and it’s nice that you took the time to write a note. <3

Lilith Ajit.6173:

Note: Yes. I have read the security post so please don’t refer me to it.

So I have a question that’s bothering me. I have as much security on my account as I can, because I spend a lot on the game and would be devastated to lose it all. Lately I’ve been seeing more and more hacks into unsuspecting folks’ accounts, and many are automatically setting their own mobile authenticator (I’m guessing) so they can keep the account longer. I have one of those on my account. If, Dwayna forbid, a hacker got ahold of my account, would they be able to create a mobile authenticator on my account, a second one? Would they first have to get rid of mine, and then do it?

I realize it sounds obsessive, but I’m feeling like I need to change my email and password for the game at least once a week to be safe from hackers. I’m sorry, I know I’m crazy, but this is my only hobby at the moment haha.

Nerve wracking.

Lilith, are you saying you have mobile authentication set on your account, but you’re concerned that someone might somehow add a second, overriding mobile auth system to steal your account? If that’s your question, I believe it’s safe to respond that if you have mobile auth on your account, you’re safe. Naturally, if your credentials were known and someone acquired your smart phone, there would be an area for worry. But with mobile auth, a unique password, and discretion on your part (such as not leaving your account online when you’re AFK, to prevent the “Evil Little Brother™” type hack) you should be just fine.

Oh, and thank you for reading the post about security. There’s a lot to consume there, but we appreciate that folks read and heed it!

Bloodstealer.5978:

Well mine has been hacked today, I am seriously kittened.. GW2 is obviously nor secure anymore.. their is soo many hack reports alone today its seriously worrying… now someone has set up their own authenticator and continually authorising access

Quite directly, this has nothing to do with Guild Wars 2 security. Each account compromise is that: an account compromise. I suggest that you read the security post in the sticky post section of this sub-forum to learn more and then take the steps outlined in that post to secure your account.

Incidents of account hacks increase as RMT companies find themselves with fewer opportunities to bot. We have been removing more bots in the game. However, the increase is not due to a lack of security on our servers or related to the game, but to an increased effort to hack individual accounts through phishing and through use of the millions of “known credentials” that are available to criminals and other shady individuals.

iraj.4381:

i have them now

Glad that sorted out. And thank you very much for posting an update, so that we knew you were ok.

Aidez.2384:

So the authenticator is off… I appear to have the account back, but literally everything is gone… guess it’s on to phase 2… restoring items!

Thank you for the link about account restoration that actually seems very promising!

Hopefully they can sort me out

I feel sure we’ll be able to help you and am sorry that your account was compromised. Be sure you take every security precaution to protect it in the future.

There seems to be a little confusion about why if items are in one’s purchase history, they haven’t been refunded automatically. And the simple answer is that with the volume of tickets, an agent has not been able to review that account history, and a review is required to process things properly.

As you can clearly see in this thread and amongst other comments, not every item that someone may have in duplicate is refundable. Therefore, our agents need to review each and every purchase history on each and every account, make sure the item is as described and that it qualifies for a refund, and then process that refund.

This is a painstaking process, but pains must be taken so that everyone gets that to which he or she is entitled and, it goes without saying, doesn’t end up with more than is appropriate.

It’s not something that can be done automatically, like “scan my account and give me XX gems.” One example of the reason each account requires individual review is because a player could have two of an item through a Gem Store purchase, an in-game reward, a drop, a gift, a trade, and so forth.

If we refunded Player A who purchased a set of skins and Player B, to whom those skins were gifted, we’d be reacting incorrectly. Doing that on a broad scale would have negative effects on the economy. Consider: If XX,XXX gems should be refunded, but through an erred process XXX,XXX,XXX gems are given, we get gem inflation, meaning each and every gems you possess is worth less. Definitely not something that any of us want, right?

I hope these details help answer the question that, in inelegant terms, might be expressed as, “Why is it taking so #*%^# long to get me mah stuffs!?”

sketch.7284:

Well me and my friends have had opposite experience we love the game buts hes trying to come back into possession of his account and hes been sending multiple emails over the past 3 days with very limited replies and no visual results. what did you do to get support within 30 minutes?

Multiple tickets definitely slow our ability to help. Each ticket needs to be reviewed, assessed, and then merged into the original ticket. This takes time — this delays our ability to respond. So please ask your friend to not submit additional tickets or send additional e-mails and an agent should be able to help him soon.

sketch.7284:

The problem is his account wasnt hacked just the old email was no longer available to verify ip adress. He actually figured out how to resolve it himself however his account is now locked :/ but hopefully it will get resolved soon

I’m sure this’ll be sorted soon. And don’t worry, we can work around the e-mail issue with adequate proof of ownership.

Jinxer.8745:

TY i got back into my acc and it only took you 30 mins to reply to me
that was really fast so ty ^^
ty tadeo and andonis

So glad we were able to help!

Ision.3207:

+1

I’ll add my voice to this as well. I’ve been a harsh critic of some aspects of this game, and most especially of certain decisions made that were a complete turnaround from the game that was marketed for years. That said, this is my 4th MMO, and I’ve never dealt with a better or more responsive customer support group than the one Anet has.

That’s great to hear. Thank you kindly!

Talonblaze.3175:

Indeed, for most games, tickets can take up to weeks being processed. The few I’ve sent in have maybe been a week tops and the long ones were due to a heavy load of tickets (such as the recent refund requests).

They were concise and professional. Makes me want to send thank you notes to every GM that does support.

I will share your kind words with the team. Many thanks.

We’ve looked into the matter and the slow-down that was happening earlier today does indeed appear to have been resolved.

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.

Charons.6037:

Inculpatus cedo.9234:

Your friend needs to update his ticket and ask to be sent to the department that handles Mobile Authentication, and ask them to assist him with removing the Authenticator.

Unless, of course, he is unable to prove he is the actual account owner. Remember, CS must be very scrupulous in ascertaining who the correct account owner is, as there are attempts to gain control of accounts by unscrupulous people quite often.

He opened a new ticket. I know that maybe it wasn’t the best idea to create multiple tickets, but hopefully it won’t be a huge problem. He is frustrated because the answer he got wasn’t even in the range “we would help you if you could do x or y” like provide account details or whatever they needed, it was pretty much “we can’t help you”. I told him to provide more information this time, hopefully the answer won’t be the same this time. About the transfer to the mobile authentication department, he said that he has already chosen that when he created the ticket both times. Thank you for the help, I’ll post more when he gets a response if there are any more issues.

If he continues to need help after 72 hours, you can post in the Tickets for Review thread above.

I can close the ticket if you provide the ticket number. In fact, I’d like to look at that ticket to find out why you’re getting so many auto-responses!

Thanks.

That sort of message might appear if you had a name that was censored. There’s a momentary block of the account for the first-time offender, while the name is censored. Then the account is immediately reinstated. If you happened to be online when the name was censored, you might get bumped out for a moment but find you were able to log in again pretty much right away.

Other than that, if you’re able to play and see no anomalies on your account — like a change password, missing items, being in a different map than you logged out, etc — I’d say you can ignore that one-time message. If you do see any of those things, you should contact Support, as your account may have been compromised. (I don’t think that’s the case here, but I’m just sayin’ to be thorough. )

There is also a new glitch, outside our control, and it’s slowing our authentication e-mails.

The steps I outlined in the sticky post apply — https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262 — but there’s a significant issue with an Internet backbone that also is delaying receipt of e-mails.

We are updating our KB to include an article about slowed authentication e-mails, but we’re under the impression that the issue may be better now.

Inculpatus cedo.9234:

Just an FYI. Had you gone to the Wardrobe article in the Knowledge Base (where you submitted your ticket), you would have read that very information. =)

Just saying, the Knowledge Base can be very helpful; it answers many questions about the new patch, and other commonly asked questions.

It’s true! Reading the KB can be very helpful and can allay a lot of stress!

Krakenshell.9204:

I’ve already submitted a Request from the support page. Do I need to create a topic here to confirm/process the Request sent?

Not at all. An agent will take care of you as soon as possible.

Brother Grimm.5176:

Why are you having to change your password? Are you unable to log in? Keep in mind that a good test of your log in credentials is if you can log in here (as we are told that both this site AND the client run off the same user database).

If you suspect your password is being changed that could be a sign of a more serious security issue (like you email has been hacked).

I agree. I’m a little concerned about this situation, and if you’re finding your password has changed without your involvement, then I suspect that someone has access to your account. Contact Support for assistance.

The advice above is sound. I feel sure following the suggestions — even if the one that requires a ticket — will soon resolve this issue.

LonelyGin.2589:

Problem has been solved

Glad to hear it, and thanks for updating.

If you believe something is bugged, please post in the Bug Forum. Thank you.

Doggie.3184:

Is it normal to have to wait a week+ for a refund? It’s just 2 town items that were turned into tonics and I’ve yet to get a response beyond automated one the day I sent it.

Jomo.3914:

I submitted a ticket last week and have not gotten any response. I understand you guys are busy and I appreciate what you guys are doing about this situation. Just wanted to check and see if I am correctly in the queue for my request.

Thanks!

Doophus Two.9873:

I submitted my ticket for duplicate “Purchased” Flamekissed on the 19th and haven’t even gotten a reply yet beyond the immediate “Transfer” to another group of support personel

Quite honestly, yes, things are that busy! Please keep in mind that these requests will be addressed as quickly as possible. Please note that we have authorized overtime for employees to try to reduce the turn-around time. But I’m sure you’ll also understand that we won’t and shouldn’t pull people from a ticket involving a hacked account to expedite a refund.

All will be processed as quickly as possible, and we’re grateful for your patience.

Jade Arkadian.9280:

Hi there,

I drop myself here just to let you know i’m receiving several automated answers like this one:

Hello,

We wanted to apologize for the delay in responding to your support ticket and to assure you that your ticket is in the queue awaiting review. We anticipate that an agent will be able to work on your support request soon, so please watch for our e-mail.

Thank you for your continued patience.

In case you wanna check, my ticket number is 544202: Gem refund (Town outfits)
BTW, it’s been more or less a week since i submited my ticket.

While you might think “Why am I getting these messages,” I’m sitting here thinking, “Thank Dwayna those messages are going out!” Why? Because we set up a auto-update system just to reassure folks that their tickets was still in the queue and would be resolved as quickly as possible. Some players are not getting such mails, so they write “I haven’t had a single response” and we really want to keep them updated, even if in a semi-robotic voice.

I know you’ve been waiting a while, and quite a few others have, as well. We are plowing through the requests and getting them resolved as quickly as possible!

Dastion.3106:

Gaile Gray.6029:

*But if you purchased one set and got a second set free with the game, that’s not a refund that we’d make. *

This seems illogical. I assume you’re referring to the free skin some players received with their game purchase. – that’s not free. Whatever the source of the original skin set (and the original skin had to be the one that came with the game – you misrepresented the order of things) the player still spent gems and potentially out of pocket funds to buy the second skin because he wanted to use it again. He’s in the same spot as everyone else, he spent gems on a second version of a skin which the Wardrobe update rendered redundant.

Even if someone gifted me a skin and I liked it so much that I bought a second version for the old sPvP locker then I’m still due a refund because a major change to the game made gems I spent in the store invalid.

In fairness to the players affected by this change, you should rethink this line of thought – because it isn’t treating them fairly.

P.S. I want to add that I’ve had nothing but good experiences with Support, and I love how communicative Gaile and the others are. I received my skin refund the same day. This is just honest feedback on a comment I saw in the dev tracker.

I appreciate your kind words and understand your feedback. I do want to say, though, that the refund system is set up to detect two purchases of the item, and not a gift, a trade, a in-game acquisition (say, through a Black Lion Key, if such a thing were possible), a free distribution, or a “gift with purchase.”

So the distinction is not about what someone has in duplicate as opposed to how it was acquired. Again, if you purchased two items, you’d be eligible for a refund. I do take on board that not everyone will agree with that decision, but that is how it works.

Patterns.9067:

I had a friend gift me 2 skins, i then a few months after went and bought duplicates of these two skins. You guys are refusing to refund me, in fact you want to refund my friend who gifted them to me initially, who btw no longer plays. Can someone explain that to me?

Yes, because you only purchased the one set. I’m sorry if your friend is no longer active in the game, but we cannot give you a refund for duplicates that you did not purchase.

Patterns.9067:

What happens if someone has gifted you armor skins from the gem store then a few months later you buy the same skins, which person is refunded?

A person who purchases two sets of the armor skins would be eligible for a refund. The person who received one as a gift and one as a purchase is not eligible because s/he only made the one purchase.

~See my response to Dastion below for more info~

SpyderArachnid.5619:

So any news on my ticket then? You know, the one I’ve been waiting on since Tuesday when we were told to make our tickets?

I just don’t understand why I am waiting this long for this. People are getting their tickets taken care of in hours to a day, while I am waiting almost a week for mine. All of the information is there, I don’t see why it is taking this long. It feels like you guys are just delaying it on purpose.

Hmmmm… I only see two tickets with this Display Name: One from January and one from last October. Did you get a confirmation e-mail saying your ticket was received? Can you please give me that ticket number?

Kopper, I think part of the situation here is that you’re confusing two acquired sets with two purchased sets. If you purchased two sets, we’d issue a refund for the second purchased set. But if you purchased one set and got a second set free with the game, that’s not a refund that we’d make.

I’m sorry if I’m misunderstanding, and an agent will continue to review your ticket to see what we can do for you. (In fact, he’s doing so right now.) But I noticed that you mentioned the two sets and I wanted to make sure you were clear on the difference between two purchases (where one would be refunded as a duplicate) and two acquisitions (where we would not issue a refund).

Don’t worry about having multiple agents work on a ticket. Each is reviewing notes left by the previous agent, and I don’t see any failure in the process here.

Update 21 April 2014: We made some additional tweaks to our e-mail system that may help address this issue from our side. It will not fully solve the issue from the ISP perspective, but it may help some of our players.

If you confirm that you still are not receiving our e-mails, please consider the suggestions in the original post to help us communicate with one another.

katubug.6378:

I received my refund today. I know you guys are responding to a lot of tickets right now, but rest assured, most of us really appreciate what you have done, and what you are still doing. Thank you! <3

Inculpatus cedo.9234:

Gaile Gray

ArenaNet Support Liaison

Update: 21 April 2014

Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!

I am sure they are just swamped, and working as fast as possible. It is probably better they take a bit more time on a ticket, than rush a response that might be less than satisfactory. (Which may be happening, anyway, due to the overload.)

Thank you both for being so understanding!

We’re never happy when our players need to wait to get help, but again, we have a lot of different issues to resolve and we’re going to get to these just as quickly as we can!

ferr.6403:

My ticket is from 19th, and no answer yet o_O. I had experience contacting gw2 support for refunds long time ago (when they just introduced makeover kits there was a bug: using makeover kit on sylvari removed its glow at all.) I contacted support and after 2 hours of waiting got my refunds for 2 makeovers kit I used. But now it’s something strange o_O I got no answer after 2 days of waiting.

This is a far larger issues than that involving the Sylvari Glow, that is, it involves a lot more players. With all honesty, you’ll probably be waiting several more days before you receive the refund, but please do be patient and understand that while we’re dealing with these requests — which we are fulfilling as a measure of good will — we’re also helping players with log-in issues, with hacked accounts, with bugged characters or system issues that require some pretty intense review.

Fulfilling your personal request is important to us, and we will help you as soon as we can. But we do ask for your understanding as we work through the reuqests.

Dead Smexy.1456:

I submitted my ticket patch day and haven’t heard back since the “department transfer” of my refund request the first day n_n Replied once each day and still haven’t heard anything back. Bought the fuzzy quaggan hat, panda hat, cargo shorts, designer hoodie, and 2 costumes. All gems were bought with a credit card. You’d think the more real money you spend the better they’d treat you, but apparently that isn’t the case. Gonna have to open another ticket if I don’t get any response by tomorrow.

The last ticket on this account is from February, so it does not appear that you have an active ticket with your current requests. (Unless you’re referring to a second account?) Remember: When you submit a ticket you will get an automatic response acknowledging receipt of the ticket.

Osculim.2983:

foofad.5162:

I submitted my ticket yesterday and already got refunded. You do need to submit a ticket if you want a refund, if you don’t you won’t get anything.

Then why do i have to wait so long i havent heard anything back. And i submitted my ticked on wednesday

Osculim.2983:

I did receive 2 emails from support saying that its been submitted and at the right place. I dont mind waiting a bit but when tickets get handled before yours and you submited earlier then you start to worry a bit.

I understand completely. I should mention that each case can be slightly different. Sometimes a ticket comes in through a different channel — like a different “reason code” — and that can delay the response. There is a delay in response, and I just checked and your ticket is in the proper queue, so we just need to ask for a bit more patience and we’ll get to it ASAP.

Ravion Hawk.4736:

I just got the refund. Got DC’d while doing Sorrow’s Embrace path 2, but I got my gems.

Without pointing at you directly you got a refund just two days after you submitted a ticket.

Things are very busy, and the team does have a lot of tickets to answer. We ask everyone to be patient and allow us time to resolve each and every request in the best way possible.

Anirri.4156:

Actually they do have the purchase history, They even said “we do not see where you purchased this item” they then listed my last 50 purchases and then basically told me “No refund kthanxbye” so it seems the money i spent on the game was for no reason since the update. I wish the rest of you better luck, i will be swallowing this 2400 gems it seems.

• Removed insulting comment in post via Moderation

I am confused. I just reviewed your ticket history and your request was addressed yesterday. Could you tell me exactly what it is that you are missing or how you felt this should have been resolved, given the details that the agents provided you? Thanks for that clarification.

EnReon.9081:

haseus.8526 cant speak because he isn’t allowed access over the gw2 forums and wants to know how exactly he is supposed to put his ticket into the 3 days topic

To be honest, there seldom is a need to use that thread, and an account that is terminated does not have forum privileges, you’re correct.

I’d suggest that your friends simply wait for an answer because volumes are high and his response will be sent as soon as possible.

Brother Grimm.5176:

zathure.7514:

Thing is i did contact CS its just day 3 and no replies…..

If you did not get a nearly immediate auto response (that the ticket was submitted), then your email is somehow blocking the support contact attempts (in junk mail, possible email provider block, potential email account compromised and hacker is deleting responses).

For more info about possible e-mail problems, see this post: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

Brother Grimm.5176:

Per above, I doubt the policy is going to allow for what you are asking, but I doubt it can hurt to detail what are requesting and submit a ticket. Since those items were purchased for gold, I don’t think they are considering refunds for them (but I could be wrong).

Correct. We are refunding duplicate skins that were purchased using gems but are not doing so for items acquired using in-game gold.

We definitely want to help you with this. Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, 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.

elektrolivia.3570:

Haseus.8526:

the least they could do is respond to one of my tickets and update me

There are a lot of ticket submissions from the patch/refunding town clothes/etc. Just try to be a little patient. I am waiting for a ticket to be answered as well

Exactly true! We will be addressing everyone’s requests as quickly as possible, but volumes are high at the present time and there may be a longer delay in getting that response out to you.