Guild Wars 2

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!

Additionally, just as we ask that you not submit duplicate tickets, we ask that you not post multiple times in this thread. Please wait for a response post before posting again. This makes the process more efficient and responsive for everyone.

535940 – Resolved
170199 – Resolved.
464071 – Resolved.
524590 – Resolved.
537422 – Resolved.
537581 – Resolved.
539229 – Resolved.
541680 – Resolved.
542085 – Resolved.
542235 – Resolved.
542408 – Resolved.
542538 – Resolved.
542651 – Resolved.
533748 – Resolved.
537846 – Resolved.
539659 – Resolved.
551646 – Resolved.
540132 – Resolved. (I updated the ticket to let the agents know.)
151288 – Resolved. Final Answer: This account will remain closed. It cannot be reactivated or reinstated because it has been involved in too many questionable activities.
531115 – Resolved. Final Answer: We cannot allow you or help you to use an account that is owned by another player.
533977 – Resolved. Final answer sent on Friday.
517710 – Resolved. I checked with the Community Team and they have responded and reviewed your further comments.
544110 – Resolved. The answer the agent sent you today is the only possible answer.
544107 – Under review.
530674 – Under review.
539979 – Under review. Restorations take a few days, so please allow extra time.
548300 – Under review. Restorations take a few days, so please allow extra time.
555948 – Under review. Restorations take a few days, so please allow extra time.
541571 – Under review. Thank you for updating your ticket with the requested info.
543132 – Under review. There are many requests, and we ask for your patience.
543333 – Under review. There are many requests, and we ask for your patience.
544072 – Under review. There are many requests, and we ask for your patience.
544078 – Under review. There are many requests, and we ask for your patience.
544294 – Under review. There are many requests, and we ask for your patience.
544328 – Under review. There are many requests, and we ask for your patience.
545279 – Under review. There are many requests, and we ask for your patience.
545899 – Under review. There are many requests, and we ask for your patience.
549228 – Under review. There are many requests, and we ask for your patience.
543239 – Under review. There are many requests, and we ask for your patience.
543365 – Under review. There are many requests, and we ask for your patience.
544279 – Under review. There are many requests, and we ask for your patience.
540907 – Under review. There are many requests, and we ask for your patience.

• Some tickets will require extra time because they are very complicated. This applies especially to compromised accounts and certain access issues that may related to disputed ownership of the account. Please continue to discuss these matters with the Support Team to reach the best resolution.

• 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 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: 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!

Additionally, just as we ask that you not submit duplicate tickets, we ask that you not post multiple times in this thread. Please wait for a response post before posting again. This makes the process more efficient and responsive for everyone.

535940 – Resolved
170199 – Resolved.
464071 – Resolved.
524590 – Resolved.
537422 – Resolved.
537581 – Resolved.
539229 – Resolved.
541680 – Resolved.
542085 – Resolved.
542235 – Resolved.
542408 – Resolved.
542538 – Resolved.
542651 – Resolved.
533748 – Resolved.
537846 – Resolved.
539659 – Resolved.
551646 – Resolved.
540132 – Resolved. (I updated the ticket to let the agents know.)
151288 – Resolved. Final Answer: This account will remain closed. It cannot be reactivated or reinstated because it has been involved in too many questionable activities.
531115 – Resolved. Final Answer: We cannot allow you or help you to use an account that is owned by another player.
533977 – Resolved. Final answer sent on Friday.
517710 – Resolved. I checked with the Community Team and they have responded and reviewed your further comments.
544110 – Resolved. The answer the agent sent you today is the only possible answer.
544107 – Under review.
530674 – Under review.
539979 – Under review. Restorations take a few days, so please allow extra time.
548300 – Under review. Restorations take a few days, so please allow extra time.
555948 – Under review. Restorations take a few days, so please allow extra time.
541571 – Under review. Thank you for updating your ticket with the requested info.
543132 – Under review. There are many requests, and we ask for your patience.
543333 – Under review. There are many requests, and we ask for your patience.
544072 – Under review. There are many requests, and we ask for your patience.
544078 – Under review. There are many requests, and we ask for your patience.
544294 – Under review. There are many requests, and we ask for your patience.
544328 – Under review. There are many requests, and we ask for your patience.
545279 – Under review. There are many requests, and we ask for your patience.
545899 – Under review. There are many requests, and we ask for your patience.
549228 – Under review. There are many requests, and we ask for your patience.
543239 – Under review. There are many requests, and we ask for your patience.
543365 – Under review. There are many requests, and we ask for your patience.
544279 – Under review. There are many requests, and we ask for your patience.
540907 – Under review. There are many requests, and we ask for your patience.

Inculpatus cedo.9234:

Sadly, that information is not in the Knowledge Base. It only refers to Toys. Perhaps, it could be updated, and save a lot of distress. =)

Although, it is clearly stated in the Patch Notes. =)

Well, there ya go! I didn’t know that. Hmmmm… I hope we will be able to expand the KB article to include more detailed information. I’ll send an e-mail about that now and see what we can do! (Thanks for pointing that out, Ic.)

Thanks, Brother Grimm. It’s important to keep in mind that if you get an e-mail from us — or allegedly from us — we’re happy to answer questions about it. Remember, too, that aside from contact initiated by you (like authentication authorization, e-mail change, etc.) we will not ask you to click a link to “verify your account” or “check your status” or do any of the other things that would-be phishers want you to do to gain access to your account.

I got an e-mail today from a social media site. They said they were not affected by the Heartbleed bug, but that they wanted me to change my password anyway by clicking the live link they provided. There is no way in The Underworld I am going to click their link, even if they foolishly did send me that e-mail. I will go to their site and change my password on my own, NOT through a provided link that may or may not have come from that site.

And that’s what Guild Wars 2 players should do. If you need any assistance, you generate a ticket for us to respond to, and we will help you, based on that contact. That way you’re not getting weird, maybe-nefarious “Hey, here’s how to secure your account” mails with live links that lead to Grenth-knows-where!

We know that the huge, mega-big, amazing April 15th Build has raised a few questions here and there. Just to point out, our Knowledge Base articles may answer this sort of question. Just click Support above and put in a few key words to get to those articles.

It is correct that with time your account will recognize the IPs and not require authorization. But really, I’d rather authorize every single time than run the risk that someone is getting access who should not — and I seem to be required to do that “every single time” authorization, actually -- so I’m looking on the bright side about authentication!

I agree that a check would be good before the order is processed. (I guess I wasn’t aware that you could process more than your account can accommodate!) Can you make that suggestion in the Black Lion Trading Post forum? That will be more likely to catch the eye of a dev.

Thanks.

Yes, that is the case, Ic, but even more importantly, you cannot log in using a display name. The info you provided is helpful, but the critical thing is the name issue, which I am pursuing yet again to try to address on our side with an interface change.

I’m sorry you’re unhappy, but Lilith’s response is correct. The crystals are charges and you can use the charges for the precise reason that you made the initial purchase. You’re welcome to continue to discuss within your support ticket, but I do understand why you received the response that you received and the forums is not the place to debate decisions of this nature. A debate seems to case here because you’ve not even included the ticket number in your post but simply outlined your position against the decision that was rendered in your case.

I do want to assure you that our CS Agents read your requests with care, not simply the first sentence. Humans can make errors, but I don’t see that as being the case here. However, as I said, you can discuss in your ticket.

Thanks for understanding.

Ah, I think I see the issue. Your account name is your e-mail address and not your Display Name, which I see placed in that form. I believe if you just input your e-mail address, things will progress just fine.

JustTrogdor.7892:

No one can help you here. You need to contact support and submit a ticket.

https://help.guildwars2.com/anonymous_requests/new

Yes, please. Let the CS Team review this via a ticket. Please clicked “Support” at the top of this page, then “Submit a request.” If you don’t have all the details, leave the space blank, but for details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

Rasman.7812:

I once had this issue, but if you create a shortcut of gw2.exe and add -/clientport 80 after the “…” to the destination, then you should be able to login. it should look like this: “C:\Program Files (x86)\Guild Wars 2\Gw2.exe” -/clientport 80

Very helpful, Rasman — thank you for posting that suggestion!

JayMack.8295:

This happened to me and I just want to quickly high jack this thread to commend ANet on how quickly it was sorted.

I bought 800 gems accidentally twice and emailed their support team immediately. Within 2 hours the extra 800 gems were withdrawn from my account and I was refunded.

Thanks for posting that, JayMack. I know it helps other players to know that these issues are dealt with as swiftly as possible!

Thanks for posting that, DfL! So often the connection problems that someone have are regional in orientation. For instance, an ISP has problems or there’s a major issue with an Internet backbone. So it’s good of you to let Lydell know about this!

I do not foresee that we will set up a system for display name changes for the very reasons suggested above: Having a display name that remains constant (save those that present a security issue or breach the Naming Policy) is a way for players to not “dodge their own reputations” after bad behavior. For instance, we don’t allow “naming and shaming” on the forums for people who scam other players, but there are ways that players let others know what happened. If BadScammer.1234 gets to change to NicePlayer.9876, his or her reputation can essentially be wiped clean, and that’s not good for players watching out for particular issues or specific individuals within the game.

Display Name changes may come along — I cannot answer definitively — but I can state that if they ever are offered, they will be restricted and handled with care.

TL;dr: There’s a reason that there is “red tape” and for the vast majority of requests, and that red tape prevents a nefarious individual from doing a “reputation reset” and reduces the calls on Customer Support so that they can focus on genuine issues.

You will get an response as soon as an agent is able to review the matter and make a determination about how to best resolve it. I’m sorry if there is a delay, and I do wonder if you are perhaps having e-mail issues that prevent your receipt of our responses.

If you want a review, please post in the Tickets for Review thread. Thanks.

As AP said, it can take — I’ll admit it — several days to get this sorted. But the good news is that not only are we reviewing your account, re-enabling access, helping with security (when possible), and restoring it, we’re also nabbing the #%&@# person who hacked the account.

So if it takes a bit of time, we thank you for your patience and you understanding that we’re making things right in the world on oh, so may levels.

I am sorry this happened, DinoDoll. We are grateful for your support of our game and we would never want this sort of error to go unattended! The CS Team will respond as quickly as possible. Thanks for your patience and, again, for your support of GW2 through the Gem Store!

Update: 15 April 2014

526586 – Resolved. Duplicate of 515387
500464 – Resolved.
507677 – Resolved. As the agent explained, we were not able to verify that you had the item in question, nor that it was somehow deleted. We cannot replace an item, and will not roll back an account except in cases of compromise, which does not apply here.
521420 – Under review. Duplicated in 527887, with the latter ticket closed so we can help you in the first one.
531643 – You received an answer a few hours ago; please be patient, as account restorations can take several days. Thanks for understanding.
525838 – Under review.
528753 – Under review.

• Some tickets will require extra time because they are very complicated. This applies especially to compromised accounts and certain access issues that may related to disputed ownership of the account. Please continue to discuss these matters with the Support Team to reach the best resolution.

• 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 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: 15 April 2014

526586 – Resolved. Duplicate of 515387
500464 – Resolved.
507677 – Resolved. As the agent explained, we were not able to verify that you had the item in question, nor that it was somehow deleted. We cannot replace an item, and will not roll back an account except in cases of compromise, which does not apply here.
521420 – Under review. Duplicated in 527887, with the latter ticket closed so we can help you in the first one.
531643 – You received an answer a few hours ago; please be patient, as account restorations can take several days. Thanks for understanding.
525838 – Under review.
528753 – Under review.

TheLeader.4507:

Naaktebeer.9417:

Gaile Gray.6029:

Update: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

Ty for the response. dont worry i will let my guild member to stop being childish. wow 9 tickets lol. but tbh i can understand him because it’s his first online game & first MMO. thanks. i will relay this message to him.

Thank you so much Naaktabeer for helping me post my problem, Sir Gaile Gray thank you too for helping me out even thou the gold was not given back.

I am glad we were able to help you. But “Sir” is misused in this case. I’ll accept Lady Gray, though.

Thanks for these updates. Yes, it’s important to know: Your GW2 Account Name is your e-mail address and not your Display Name (the name visible here on the forums.

If you still are having problems, I will repeat my suggestion that you post in the Technical Support Forum, as they will have various means to identify the problem. Better still, though, is for you to submit a ticket. To do so, click “Support” at the top of this page, then the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

Update: Can you confirm that you still are having issues? If so please follow one of the suggestions above: Please post in Technical Support or submit a ticket. I think the ticket would help us kitten how many people are having troubles, so I’d suggest you do that, if you don’t mind.

Thank you for your patience!

Now…. if you are NOT having the problem any longer, could you update to say that, as well? Keeps the team happy to know the status of these things.

Please do ask your friend to submit a ticket so we can help him. Thanks to both of you.

The above comments are true. And of course, if you need assistance, please submit a ticket so an agent can help you.

I discussed this with the team, and they said that this sounds as if your installation is not right, and you may need to uninstall the version you downloaded and download the setup file from your account management page again.

You’re welcome to submit a ticket for help by clicking “Support” at the top of this page, and then “Submit a request” afterwards to start a ticket.

I agree with AP, this sounds like a possible account compromise. Go ahead and contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

First of all, thanks for buying our game! Second, we’re sorry you’re having issues.

I have flagged this post for the team — to see if they can help in a general sense — but if you’d post in the Technical Support Forums that would probably get you the help or the answers you need more quickly.

I am not sure what you need, but I do know our team can help. Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

I believe this isn’t a situation on our end, as mentioned above. I am glad you were able to purchase gems, but wonder if you’ve contacted your CC company to ask them for assistance? If they tell you to contact us, well then please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

I am so sorry that you’re having this issue. Has it sorted out yet? If not, I suggest you contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

Thanks for your support of our game. I am sure your children will love having their own accounts!

Please contact Support and the team will help you. You can read through the Knowledge Base on that link, and you can submit a ticket via the “Ask a Question” tab on that page.

For details on what information you should provide in your ticket, to expedite its response, please read The “How to Submit a Ticket” post.

Please contact Support using the steps outlined above and a team member will assist you.

Update: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

• Some tickets will require extra time because they are very complicated. This applies especially to compromised accounts and certain access issues that may related to disputed ownership of the account. Please continue to discuss these matters with the Support Team to reach the best resolution.

• 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 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: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

I think we’ve discussed this and the majority seem to agree that the system works just fine, it’s just that each player needs to move with care in the deletion process.

Closing thread.

Ralph and Magi — those aren’t from us. You can tell because they ask you to “validate” your account or “dispute the charges” or some other fake way of getting you to input your credentials. We will never send you something and ask for your credentials — we don’t need them to help players, and asking for a password or serial code when they are generating the message is just a huge red flag to phishing. (If we ask you to provide a serial code, it’s because you are initiating the conversation and we need to establish you own the account. You won’t get something out of the blue from us that asks for personal info like that!)

Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. (Ralph — you do not need to provide your serial code.) Provide as much information as possible in the web form, because that will create a ticket within the support system. Again, 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.

Oh gosh, I’m sorry this is happening to you! I suggest you submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. An agent should be able to look at your account and see what’s going on — it’s quite puzzling.

Please 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.

CC Danicia.1394:

Also, you can report PMs directly and they are forwarded to our Moderation Team. The report feature in PMs will send us the conversation so we can take action on it.

Ah ha, I did not know that! That’s good info to have, so thank you, Danicia!

Harley.2837:

^ seriously? I still haven’t heard back from customer support at all, but I’ve just logged in on GW and my gems have come through. I’m very happy, although I think these issues should be solved with more “care” from the support team (Excluding the lovely Gaile) next time. This is concerning actual money :/

Well, now, that’s sort of what I said might happen, right? I said you’d find that you (1) were not charged or (2) were charged and the gems would arrive, given a bit of time. So I’m happy to hear that you got what you wanted without having to reprocess another order, but sorry if you didn’t hear from a CS agent.

I can ask if the team is answering such tickets or simply verifying (by review of the ticket-submitter’s account) “Oh, the gems did arrive, that’s a closed subject.” I think I’d prefer that we did update the ticket, if only to say “I checked and you received your gems. Thanks!” but I’ll ask what standard practice is.

xJord.8021:

I received feedback about my ticket i submitted about all this now they’re trying to basically say i didn’t make any gem purchases yet i have an order number etc and still have been billed for this? been 24hours now seems ridiculously long considering i have order #’s etc to prove this has gone through….

xJord — I feel that Harley and Lindsay gave you some really good information. There is no way in the world we would want to charge you for gems you did not receive! So if, unlike Harley’s situation, you did not eventually receive gems that you are certain you paid for, that is, if the purchase is still active (fully transacted and not merely a “hold” on the price, which can be removed), then you will want to submit a ticket so we can get you the help you need.

You 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 a

Thank you for quoting that text, AP. And yes, it applies in this case. We are absolutely unable to merge accounts, under any circumstances, for any reason. It’s not that we will not do it, but truly that we cannot do it.

I don’t think I understand how this is a “bad gem card code.” If the code on your card did not work, kindly contact the supplier and work with them on getting a replacement.

If you mean you ran up phone charges, I don’t believe there is anything Game Stop can do about that, and I am certain that we could not assist with that.

ballymun.3986:

That was awfully nice and unexpected from Anet support, thank you very much

I couldn’t figure out how to access the ticket or whatever to reply so sorry for posting here, just wanted to say thanks.

I am happy the team was able to help you. I have posted a little note in your ticket to let them know that you posted to thank them.

Seigfried.5938:

Title says most of it. I don’t know when I sold the dagger to the vendor, but is there any way to get it back? I spent a lot of time and gold to craft it. I don’t get to play much these days, so i don’t know when I will be able to craft a replacement.

Situations vary and usually items that are deleted are not replaceable, because the game already has preventative measures in place to reduce the chance of this happening. You may submit a ticket to Support to inquire about your situation 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.

Errant Venture.9371:

Ticket # 499678

So last weekend I went to craft my new set of Ahamid’s Heavy Armor (Power/Toughness/Vitality). It was reset weekend and I had been up all night in EBG and was just going to craft my new armor set before going to sleep. Anyway I was pretty zombie-like and manged to craft an entire set of Zojja’s (power/precision/crit damage) Heavy Armor by mistake. This was a huge mistake and I can’t even use the armor set I’ve crafted since my two heavy classes (War + Guard) already have full sets of Zojja’s Armor.

Naturally I submitted a ticket, and got a prompt response from GM Enigma. Enigma said they don’t normally refund lost items but asked for some extra information so s/he could look into making an exception in this case. I readily supplied the information, but it was not GM Enigma who responded to my updated ticket. GM Khal responded with an almost form-like answer that it is against policy to refund lost items and that s/he was closing my ticket. I requested that GM Enigma take another look at the ticket since s/he had seemed very willing to help before, and I also asked if it would be possible to roll back my account completely to its state before I crafted the armor set. GM Khal politely, but sternly, responded that the the issue was closed and requested that I do not update my ticket again.

Gaile could you please take a look at this ticket! An ascended set takes literally weeks to assemble and it’s going to be extraordinarily painful for me to just have the set sitting in storage in the hopes that one day a new heavy class is introduced =(

You submitted a ticket, which is good. And you were sent a detailed and specific answer, accurate according to the policies and processes that guide the team. (One agent asked you for more information but at no time indicated you were eligible for a replacement, and indeed that would not be the case in this situation.)

I’m sorry that you’re disappointed, but I understand why the decision was made.

General comment: I’d like to remind folks that posting an individual forum thread about a ticket generally isn’t appropriate. We have a means to follow up! For those tickets that truly need a review, please post in the Tickets for Review sticky thread after at least three days have elapsed and you have received a final answer from the Customer Support Team.

I really don’t know what we can do, aside from the warning we already give, and (I believe) requiring that you input the character name a second time as confirmation that “Yes, I really want to do this.”

I’m pondering the next step: “Are you really really sure? Please signify by [insert some action here.” At some point, after giving warning and making it clear what is involved in the deletion of a character, we need to allow that process to happen. Putting too many hurdles to accomplishing a desired function can make the process irritating and non-user-friendly, after all.

I do want to say that I am sorry that you deleted in error and lost items.

SirD — you deleted the first post, so I’m not sure exactly what it is I could share with our IT Team in trying to get the “blocked e-mail” issue addressed.

Shall I consider this a “never mind?” Or is there some number of details I should pass along?

Thanks.

Well, that’s a good thing. Thanks for updating.

I believe that article will answer your questions, but of course if you believe there was an error, you’re welcome to submit a ticket to Customer Support to inquire about it.