Open a ticket with support (Services > Support > Submit a ticket).
One thing to consider when you do this is to set up an email alias on your new account and ONLY use that alias for GW2 contact and log in (and associate the alias to the account). Doing so prevents anyone that knows your actual email address from being halfway to hacking your account.
Sounds advice all around. Customer Support can help you with such a change, although of course they will ask a few questions to confirm ownership of the account.
If a hacker somehow logged into your email, they can request a password change and since it is coming from your email, Anet will do it (I have suggested this be changed, but was told the email was verification enough). The hacker can then use the link to change your GW2 account password and then delete all emails associated with the transaction. Either you interrupted the process of being hacked, or it’s a phishing email.
Change your email account password and get in touch with Anet CS to ask about any requests for a password change that appeared to come from your email.
Posting here for my work mate. ( Original Poster )His account he just got back is now suspended as someone is claiming his account. He no longer has the case number as every email he ever had has been wiped clean from his email account. He has now changed the email password. Also contacted Gmail support to track the breach. His email address tied to the account Technically should be safe now.
Your friend is doing the right thing, and of course sending in a new ticket under these circumstances is perfectly fine.
496941 – Resolved.
498819 – Response resubmitted on Monday. If you did not receive, please update your ticket. You may need to use a totally new e-mail account due to the compromise on your account(s) but see if a simple re-send request works for you.
486770 – We believed this was resolved March 28th. Have you checked ALL your possible mail folders? Have you tried contacting through a new, different e-mail provider, referencing the old ticket? We’ve cleared everything on our end, but it appears you still are not getting our mails.
501034 – This is still under review but I believe all the purchases were refunded while this is being reviewed.
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.
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.
496941 – Resolved.
498819 – Response resubmitted on Monday. If you did not receive, please update your ticket. You may need to use a totally new e-mail account due to the compromise on your account(s) but see if a simple re-send request works for you.
486770 – We believed this was resolved March 28th. Have you checked ALL your possible mail folders? Have you tried contacting through a new, different e-mail provider, referencing the old ticket? We’ve cleared everything on our end, but it appears you still are not getting our mails.
501034 – This is still under review but I believe all the purchases were refunded while this is being reviewed.
If you were charged and did not receive your gems, please submit a ticket. Use “Did not receive purchased gems” in the subject line if you’re making a new ticket. If you already submitted a ticket, that’s great, and please do not start another ticket.
These tickets usually are handled quite promptly, but I’ll see if I can get any insight. If you posted a ticket, could you provide your ticket number here?
Thank you. And again, thanks for your support of our game through the Gem Store!
Thanks so much for your assistance, Gaile. I opened a ticket with number 505430 about 11 hours ago, if that helps.
Edit: I accidentally sent a second ticket a few hours after the first because it didn’t appear in my Gmail sentbox and the reply had gone to my spamfolder.. I do apologise for that! It wasn’t intentional :/
No worries — it happens with all those “helpful” providers that sort our mail into the wrong bins.
And I do see your ticket in the system and assigned, so you should get a response soon.
If you were charged and did not receive your gems, please submit a ticket. Use “Did not receive purchased gems” in the subject line if you’re making a new ticket. If you already submitted a ticket, that’s great, and please do not start another ticket.
These tickets usually are handled quite promptly, but I’ll see if I can get any insight. If you posted a ticket, could you provide your ticket number here?
Thank you. And again, thanks for your support of our game through the Gem Store!
Please contact the Forum Team by writing Forums@Arena.Net. A team member then can take a look at the situation and see if there’s a way to accommodate your request.
Thanks for the help, Gaile. I hope it is resolved quickly because (I think I’m not just speaking for myself) when vanishing money is involved, I get kinda panicky. :P
Vanishing money is never a good thing, for sure! Don’t worry, judging by the e-mail threads this should be very short lived. In fact, I’m almost tempted to say “Try again” now, but I’d give it a few more minutes at least.
If there are any issues with purchases after the system is back online – for instance, if you believe you may have inadvertently made a double purchase – contact Support and we’ll take care of you!
Superb! Thanks so much, I’m online on GW2 so I’ll keep an eye out and see what happens Would the money be refunded or the gems come through? (I’d prefer the latter, but, just so I know.)
Fair question. What I’ve seen — and I’m no expert, but basing on observations — most purchases get sort of “queued up” and they happen if there’s a glitch in the system or they never get transacted at all. Very, very seldom are they processed where someone is charged but the gems don’t arrive. That’s so rare I think I’ve only known of a half-dozen cases total.
So if you were in the midst of a purchase and it failed, most likely you were not charged for the gems and can simply transact the purchase again. If you then see two delivery mails and you only wanted to buy once, of if the very rare happens and you were charged and never got the gems, once that’s all verified the team can help you resolve any issues.
I want to emphasize that usually when you get an error your transaction didn’t go through and you’re free to start anew, but to be conservative you could of course wait a good few hours and see if the gems “drop down” into your mailbox and if the charges appear on your CC.
All this from a non-expert, just an observer, but I hope it helps.
Thanks for the help, Gaile. I hope it is resolved quickly because (I think I’m not just speaking for myself) when vanishing money is involved, I get kinda panicky. :P
Vanishing money is never a good thing, for sure! Don’t worry, judging by the e-mail threads this should be very short lived. In fact, I’m almost tempted to say “Try again” now, but I’d give it a few more minutes at least.
If there are any issues with purchases after the system is back online – for instance, if you believe you may have inadvertently made a double purchase – contact Support and we’ll take care of you!
Update I posted and then checked e-mail. The team is aware of this issue, and an e-mail was sent to get everyone on board to resolve this as quickly as possible. In the meantime, the Buy Gems and Code Redeem (Billing) page will reflect that the system is in maintenance mode while it gets fixed.
Thanks for posting, and please give it a bit of time and try again. I will try to post an “all clear” but the fix may happen in the wee hours of the morning, so if you wanted to try in a few hours, that would be terrific!
We definitely want to help you! Can up please submit a ticket right away, including what method of payment you’re using, what error message you got (if any) and any other details you can give?
To submit a ticket, click Support at the top of this page, then Submit a Request.
Thank you for your help in getting this resolved, and even more, thank you for your support of our game!
We need to be very careful when posting in this thread. Please do not post links, and do not offer to expose such links via another means, such a private messages.
Please check this thread — A Note about Phishing E-mails for information about the known phishing e-mails. If you are in doubt about an e-mail you’ve received, delete it and never click any links or provide any information!
Your friend is welcome to contact Support for a review of his case, but there is no way we can review this situation on your friend’s behalf through your post here.
In a general sense, I can tell you that if chat is reported — no matter where that chat takes place — it will be reviewed and assessed in relation to our User Agreement and Rules of Conduct. We don’t go looking for chat violations in guild or party chat, or in whispers, but if a violation is reported, we will investigate. That is our responsibility to our community: To respond to concerns and to address them appropriately.
You appear to have come across someone who was cheating, in fact, who probably is using an exploit within the game. This is, of course, against the UA and the RoC.
As you noticed, we do not have an in-game means of reporting cheating or exploiting, mostly because the in-game system doesn’t have the capacity to take detailed reports. In-game reports work great for some things. For instance, glagging an offensive character name is easy, and the team is able to see that report virtually in real time and take action real soon. But sending an in-game report about cheating or exploiting would not give us enough details to review the situation to determine what took place and how we should react to it.
For this sort of issue, please send an e-mail with details — time, time zone, character name or display name (when available — I realize you could not see the name), date, and details of what took place. Send the email to this address: Exploits@Arena.Net.
If this is the guild I recall — and given the tag, I believe it is — I’m quite surprised that you’d be asking a question about the guild’s disbandment. The name was offensive, the tag was offensive, and the guild ranks were offensive. They were intentionally, crudely, unacceptably wrong in direct violation of several components of the Naming Policy.
This thread is locked, and I strongly suggest that if you reform as a guild, you consider your guild name and guild tag very carefully. At some point, those who choose offensive names risk account suspension, even account termination.
491970 – Resolved.
467523 – Resolved.
474705 – Resolved. Thank you for your patience!
464071 – Resolved. The account was closed, as explained in the ticket today.
492407 – Resolved. The account was closed, as explained in the ticket today.
502797 – The team should be able to help you soon.
488238 – Duplicate of 488231. Please do not submit duplicate tickets. Final answer: Your friend’s accounts have been reviewed with care and both were involved in the disallowed use of third-party programs. They will not be reinstated.
488198 – Final answer: This account is closed due to the use of disallowed third parties. It will not be reinstated.
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.
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.
491970 – Resolved.
467523 – Resolved.
474705 – Resolved. Thank you for your patience!
464071 – Resolved. The account was closed, as explained in the ticket today.
492407 – Resolved. The account was closed, as explained in the ticket today.
502797 – The team should be able to help you soon.
488238 – Duplicate of 488231. Please do not submit duplicate tickets. Final answer: Your friend’s accounts have been reviewed with care and both were involved in the disallowed use of third-party programs. They will not be reinstated.
488198 – Final answer: This account is closed due to the use of disallowed third parties. It will not be reinstated.
Issues of this type require a bit of time to resolve, so please be patient while the ticket is assigned to an agent and he or she has time to review the matter. The agent will get back to you with a response or with additional questions, if there are any to ask.
The team should be able to help you, especially since you have some good “proofs of ownership” at hand, and we do need to prove ownership, for security reasons.
Click “Support” at the top of this page, then “Submit a request” to start a ticket.
If you are able to establish that you own the account, the Support Team should be able to help you. The problem is, we’re seeing people make exactly this claim and come to learn, with investigation, that they are attempting to steal an account through a support ticket, rather than being a victim of a phishing attempt.
Obviously I cannot analyze you individual situation because I don’t have your ticket number. Assuming your ticket is at least three days old, kindly post in the Tickets for Review thread with the 6-digit ticket number and I’ll give this a look. Please do not make any additional tickets.
The forum can’t help you with this, only Customer Support. You can look through some similar threads to get an idea of what might happen. Good luck.
Well I posted here since the staff is replying and I would love to hear what they have to say since I am afraid of buying gems on this account in case something like this would happen again. I would also like to know why they treat their customers like crap, as long as you give them money everything is fine but as soon as there are small problems they don’t even help you to fix it.
Reversing a payment isn’t a small problem. I understand to you it’s a small problem. But to big companies, it’s actually a lot of work and costs them a lot of money in the end. It’s also a way that people have used to commit fraud. Charge money to a card. Account gets gems. Reverse money on card. Gems are on account. Now when money is reversed, it costs the company the money they cost, but if they gems were already used, they have to go in and take back the items, which if they were converted into gold, they have to find the gold, and as you can see, it can become and extremely painful process. It’s just easier for them to completely close the account because of all the costs associated with the charge back. I’m not saying this was the case for you, but sometimes, it’s due to fraud, so when it’s fraud, it’s just easier to close everything and just be done it with all.
You would most likely just be told to update the ticket, but if it’s been a very long time, you’ll have to recreate a ticket and start over, only because it’ll be hard for them to even find the old one. In this case, you can’t blame Anet for their rules when it really was Paypal’s fault. If anything, you need to blame Paypal here.
Hacked accounts are being rolled back just right before the incident happened, pretty sure that the same could have been done here with a few clicks?
I don’t understand how the company loses the same amount of money that Paypal charged back, doesn’t make sense to me.
Account restorations — “roll backs” — are offered only for compromised accounts. Not for payment issues, or accidental deletions, or even scams. This issue does not involve an account compromise, and I’m sure you already pursued and were given the appropriate answers at the time of the event.
I admire the comments Ellieanna and Brother Grimm made above; they both are correct. What is “only $10” for you is a multi-billion-dollar problem for companies and corporations. And policies need to be developed to prevent fraud, abuse, scamming, and other nefarious behaviors.
I’m real sorry if somehow the third party payment provider caused this issue, but I cannot see that there is a way for us to remedy it. You’re welcome to submit a ticket if you’d like to discuss in more detail.
If you need to reach support, 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.
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.
Sorry if I am repeating someting that was already said. I have purchased Gems many times (far too many times to be honest), and I have had the problem twice. I contacted support to query this as it said my card was rejected, they said to contact my card supplier , eg. VISA, Mastercard. I did and they said they had no request for payment for Anet. Sometimes transactions go through and sometimes not. My advice is to try a few days later unless your card is billed without the Gems being credited, then contact Support immediately.
I feel this is sound advice. I would allow time to make sure you don’t end up with two purchases when you only intend the one. But waiting and retrying a purchase (after you’re confident the first did not process) is a good idea.
434729 – Resolved.
440775 – Resolved.
460472 – Resolved.
462231 – Resolved.
466647 – Resolved.
468067 – Please check your PMs for an altertive idea. I am truly sorry for all these delays!
48973 – GW2 ticket numbers are six digits. I looked but cannot find your ticket. Please post the full number.
486770 – We tried another fix as of 11:43 AM this morning (Pacific time). Can you confirm if you got the password reset?
485437 – Still under review. Thank you for thinking to send that extra info — I believe it will help get this resolved.
468921 – Verification questions sent on Tuesday. Once you respond we’ll be able to progress on this request.
453596 – We want to help, but your friend has not written back to verify his ownership of the account. Please have him respond to the e-mail of March 14th.
483871 – Multiple tickets. Please do not submit duplicate tickets. Many agents have reviewed your two terminated accounts and this is the final answer: This account is closed and will not be reinstated. We decline to provide the details you seek about our means of cheat detection, for security reasons.
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.
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.
434729 – Resolved.
440775 – Resolved.
460472 – Resolved.
462231 – Resolved.
466647 – Resolved.
468067 – Please check your PMs for an altertive idea. I am truly sorry for all these delays!
48973 – GW2 ticket numbers are six digits. I looked but cannot find your ticket. Please post the full number.
486770 – We tried another fix as of 11:43 AM this morning (Pacific time). Can you confirm if you got the password reset?
485437 – Still under review. Thank you for thinking to send that extra info — I believe it will help get this resolved.
468921 – Verification questions sent on Tuesday. Once you respond we’ll be able to progress on this request.
453596 – We want to help, but your friend has not written back to verify his ownership of the account. Please have him respond to the e-mail of March 14th.
483871 – Multiple tickets. Please do not submit duplicate tickets. Many agents have reviewed your two terminated accounts and this is the final answer: This account is closed and will not be reinstated. We decline to provide the details you seek about our means of cheat detection, for security reasons.
120825-005198 – We are not able to access tickets in our old system, which was closed on October 31, 2014. Please submit a new ticket and outline your request. Thanks.
should be October 31, 2013
;o)
I don’t know what you mean! That’s what’s there … ~~ whisper: after a speedy, super-secret edit. ~~
Thanks for the ability to practice my stealth editing skillz.
Sorry you’re having this difficulty! The best way to get help, since this is an individual issue, is to submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. 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.
Odd, that is the second time in a couple of days there has been a post about the birthdate being buggy.
Best bet is to contact CS. Top of Page – Support – Submit a Request. Good luck.
You may have posted when I was writing, but I’m looking into both of these. A support ticket never hurts, of course, but in this case, I’m actively pursuing the matter in the event we have a new bug we need to smite.
The gem store interface in-game only keeps track of the last 8 or 10 things I bought. Since I purchased gems with actual money, surely there is a transaction history of everything I’ve purchased from the company, but it is not in my account information. Where is it?
Each transaction from our Gem Store results in an e-mailed transaction receipt. You may check your e-mails for those receipts. Alternately, you might check your credit card statement or PayPal account for information about past purchases.
If you still need help, please post in the Tickets for Review thread above. That is the place to get a follow-up. We work as quickly as possible, but a lot of folks seek assistance so it may take a bit of time to respond.
It is not possible for us to do this through a forum request. Please submit a ticket by visiting “Support” at the top of this page, 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.
Have you explained it like that in the ticket? I can see that you need to contact the NCSOFT Support Team, and the agent who reviews your ticket should be able to either direct the ticket to the other person or tell you how to submit a new ticket in the other system.
