Guild Wars 2

Since the initial question was answered, I’m going to close this thread to keep things tidy. Please feel free to discuss game arrangements via PM and have a great time in Tyria!

For an individual issue of this kind, please submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team will review the issue and get back to you.

Just checked and you’re unblocked and should be good to go.If you still have issues, update your ticket and an agent will help you. If you still need help, you indeed may post in the Tickets for Review sticky thread above but I don’t think that will be necessary in this case.

DjC.7039:

I think the gem cost of transferring increases depending on how full the server you want to transfer to is. Also, not too sure if there might still be a time restraint on swapping, or this may have been removed now.

But yeah, if you haven’t progressed too far with your character(s), it may be easier, and free, to delete your character(s) and transfer for free. Though remember to put any account bound items, crafting items etc into your bank, as these will transfer with you. Any soul bound items will be lost though i’m afraid.

There is a system for new players that works just fine, as described above. You can purchase a transfer if you do not wish to delete your characters. And yes, there is a limitation of one transfer every 7 days.

I’m glad this is ok for you now. Thanks for updating.

You’re asking a good question and I think that those most familiar with the fractal reward system would be able to answer this. Have you asked in the Players Helping Players forum? Or have you checked the Guild Wars 2 Wiki?

I am not sure this is a support issue and a player may be able to help you.

Ankushp.7245:

Thank You GM Fluffy and the Anet Support Team for solving the problem which led to my account being wrongly blocked. I am now able to play again.

Very glad to hear it! Thanks for updating us.

Yes, please submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you.

For tips on what information to provide in a ticket — and because this involves security, we need to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Inculpatus cedo.9234:

If you wish to dispute any action taken with your account, you will have to contact CS and discuss it with them. Top of Page – Support – Submit a Request. Good luck.

Yes, this is accurate. We cannot “unban” someone through a forum request. Each petition must start and usually will end with a support ticket. We look forward to helping you through your ticket.

Gene Rojo.4207:

OMG! THANK YOU SO MUCH TADEO! <3 You are so fast! The difference between the support from before 2012 and now 2014 is really big O_O You guys respond so fast! Now it’s my time to send you some cookies! THANK YOUUU! Hahaha! I’m safe!

So glad this was resolved quickly and that you’re happy. Thanks for updating us!

I’m sorry, but we really could not reverse those transactions.

UPDATE: I just noted that she contacted using a different e-mail account but the same e-mail provider. G-mail is one we know is blocking some of our mails. I hesitate to ask, but is there a non-Gmail account she could use? If she updates her ticket to give a totally different e-mail address, that may open the floodgates, so to speak.

More info here: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

I am sorry that your wife has been having these problems. We are investigating whether there is an issue with the password reset system. The thing is, we can see the mails going out, and we know there isn’t an issue on our side. Yet if you are not receiving them, and you’ve tried two e-mail providers, we need to investigate further.

I am taking your information and that of a few others in the forums and I’m sending it around for review. I can’t say “Something is wrong” but my SpideySense™ tells me that something may be going on that is impeding our ability to help you and others with the same issue, so we’ll look into that ASAP.

(BTW, a response was sent today, so hopefully progress is being made on your wife’s ticket.)

I just looked at your multiple tickets. I think perhaps your e-mail account has been hacked. I can’t tell for sure, but someone on our team replied to someone yesterday. Have you tried submitting from a completely different e-mail account and provider, referencing the tickets you’ve submitted?

Update: 13 March 2014

435932 – Resolved
444514 – Resolved
402341 – I asked for an agent to review this today
441928 – I agree that the response wasn’t complete. Any time you have a question about a response you’ve received, simply update the ticket to ask for more info. However, you did receive the chest at 17:35 server time on March 9th.

• Some tickets will require extra time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” or “final answer” it 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 [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: 13 March 2014

435932 – Resolved
444514 – Resolved
402341 – I asked for an agent to review this today
441928 – I agree that the response wasn’t complete. Any time you have a question about a response you’ve received, simply update the ticket to ask for more info. However, you did receive the chest at 17:35 server time on March 9th.

We are not able to restore guild banks for a variety of reasons, as confirmed by the final line of the document linked above.

Needless to say, we’re very sorry for the bug that prevents the timely arrive of the Gifts of Exploration. That was some pesky bug, but it has been well and truly smited, so those gifts should be in your in-game mailbox. If you have a continuing issue (which would be very rare) please follow up with a ticket, or update the ticket you already have in the system.

Thanks to everyone for your patience!

Awesome story, and thank you for sharing it, Mr. eX!

Julischka Bean.7491:

This morning I logged into the game to play a bit before going off to work. Problem was I couldn’t log in. It seems that sometime while I was sleeping an email authentication thingy had been activated on my account. I logged into my email and found nothing about such a thing being activated. I went to the official help site and couldn’t log in there and couldn’t log into the forums either.

I was in full blown panic mode. I was positive that I had been hacked and the email associated with my account had been changed.

Being locked out of everything, I could not find an email address to contact support, but “support@guildwars2 .com” came to mind so I tried that.

At five something in the morning central time, I received a reply almost instantly.

An Angel named..well not sure I can name names on the forums..but his name begins with M and he was at work at 3:00 in the morning Pacific time.

This Angel asked me to send in answers to some questions which luckily I knew the answers to.

I guess the answers pleased him because he sent me a link to change my password and he did something to get rid of the authenticator because once I changed my password I was able to log in with no further problems.

Words cannot express my how I felt when I logged into my account and found it 100% intact

Gaile, hunt down “M” and give him a big hug from me.

It all took less then an hour…outstanding work.

Lisa-Very, very, very happy.

Hi Lisa. Awesome story, and I will find our friend “M” and I will be sure to include him on my Christmas Cookie List, too!

Thanks for letting us know things are ok for you now!

seebo.8701:

Hi Gaile,

Support have responded and have corrected all my issues.

Thank you for your guidance.

I’m very happy to hear that, seebo, and appreciate that you posted to let me know.

I do believe you need to contact Support at this point. You can do that by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to answer your questions.

KingdomLenoil.1526:

Hello Support staff, Gaile Gray,

My account name is Sexyboy.6274.
It has past 4 days, I barely got a proper reply..
I’ve sent tickets:
434963: Guild wars 2 account terminated
442664: Still no reply after 48 hours &
441033: Account compromised

I’ve explained that I’ve not violated any User Agreement and Rules of conduct and also showed some evidence that my authorization email is stating other country when I was trying to log in. Here’s another the issue, I received an “Authorize log-in attempt” from China. A friend of mine informed me that my character is logged on as online. This is really strange, as my account is terminated yet someone is still able to log in.
I tried being patient, but this is getting out of hand. It is frustrating as I cannot do anything about it. I really hope this can all be resolved as it is clearly not me at all!

I would appreciate it if any, help could be consolidated in this particular area. Thank you for the time and kind understanding.

Regards,

Kitson

Please, we say so many times: Do NOT submit duplicate tickets. Doing so slows our ability to answer you and delays responses to other players. Please allow the team time to close the duplicates, merge the input, and respond to your initial ticket. This is a complicated issue and it will need time to get resolved. Thank you.

clone wars.9568:

412734 – Resolved. Final answer sent in ticket.?

Gaile I’ve not received anything in the mail from Anet, apart from a survey.

“This survey e-mail is intended only to provide feedback on your customer support experience. A response here will not update your ticket.”

Is this the final response or am i missing something? Also i checked spam folder etc and theres nothing there from support as well.

Thanks.

I’m confused, because you answered responses, so clearly you received them. To explain directly, however: The account was closed for game exploitation, as was explained in the ticket in comments to which you responded.

daniel.5146:

I have the same problem as “otherworld.4012”. Deleting the users/myusername/library/guildwars2 folder does not work. Neither using the terminal to repair.

Have you submitted a ticket to our Technical Support Team? They may have a solution or may be able to offer some trouble-shooting steps. I sure don’t think it would hurt! You can do that by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to answer your questions.

Do you think you’ve found a correction to the issue? It sounds like a work-around rather than a fix, if you’re having to initiate a different log-in process to accomplish it.

Can you update to let us know if the issue went away or if you’re changing process to log in?

Thanks.

Inculpatus cedo.9234:

I think that only applies to IPs blocked from posting on the Wiki. It’s a guide for the Sysop.

If you can’t remove the blocked IP from your Account Page, I think you will have to contact CS, and explain the issue there. After answering security questions, most likely, they will assist you. Good luck.

I feel sure that the CS Team can help you — I’m sure you’re not the first person to do this. You can submit a ticket that by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page.

spouki.4609:

3 week later … no Gift of Exploration !! Oo Yeah !
Can i made something for recieve my Exploration Gift ??

Character name: Löreline
Account Name: Spouki.4609
Demande n° : #446484

If you have a ticket in the queues, that’s great. These individual cases will be investigated one by one, and I feel sure you’ll get an answer soon. However, I’ll follow up, since it’s been so long.

UPDATE: I see this was resolved a few hours ago, so I believe you’re good to go.

TORATH.2431:

Thx again Gaile I have not sent a ticket coming to the conclusion I am lacking a lot of account proof I just want to come with everything I can to fix this issue I think I my have made a mistake or 2 while trying to link. So am currently recovering the old email password and try to login gw1 a couple more times.

I apologize to anet for making my lack of account proof and lack really knowing how to take care of this the right way out to be their fault when it is not at all.

I am going to the library tomarrow to submit the ticket and wait XD

Thanks for your note, Torvath. I am glad that progress is happening, and I know we’ll do our best to help you!

I do think that thread will be helpful to you, as a kind player has posted some troubleshooting steps that are proving helpful to many players who are experiencing the same situation.

You also might check the Technical Support forums, but the Bug Forum is the best place to start, since this is a known issue.

Braindestroy.3264:

I have already created a ticket. But support do not respond to my ticket. Decided to try here.

It’s not possible for our agents to respond instantly, but you should have received an automatic response when you submitted your ticket, and an agent will respond as soon as possible.

If you did not get an auto response, please see if you might have an issue where your e-mail provider is blocking our mails. This post may be helpful: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

Torath, I think the best source of answers for you, if the KB Article is not detailed enough, is a ticket which an agent can answer personally. Accounts and their linking properties can be a little different in some cases, so it’s best to submit a ticket and you can ask the questions as they relate to your account, and not accounts in general.

You can submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to answer your questions and get this all settled for you.

I was just made aware of this thread, and I’m sorry we didn’t post sooner!

Can you please create a NEW thread, and post your issues? If you use this sort of title — FPS Issues after March 4 Build — it will be easier for us to sort out who is experiencing this issue, and more tidy to answer the newest set of issues.

I will ask if we can look into this, but a separate thread would help so much!

Thank you.

You’ve submitted a ticket, BonBon (or Higgins), and that’s the proper thing to do. It will be resolved as quickly as possible.

In the meantime, members are gently reminded:

• Please do not submit a ticket and then put up an immediate forum post. If you have a ticket in the system, great! We’ll help you. If you need to follow up, please wait three days and post in the appropriate forum thread, the Tickets for Review sticky thread in this very forum.
• Please do not submit testimonials, petitions, or otherwise try to bump someone’s thread, explain their appeal, or vouch for their character. Every ticket is given the careful review that it deserves, and the forum rules specifically ask that you not engage in testimonials or petitions.

Thank you for understanding. An agent will get back with you ASAP.

I’m sorry that you had a wait a bit to get your response, but I’m glad that it sorted out ok for you.

I’m trying to work on a means for us to update players while they wait for help. We have the note that tells players that something is being routed to another agent, a lead, a sub-team, those sorts of things. But if you wait for days for a second response, I can see where that would be confusing and possibly a cause of concern.

I’d like to use your ticket as an example of how we could improve communications and updates. What’s the number, please?

EDIT: I found your ticket. I see it was routed for higher level support and was resolved in about 48 hours. I’m not sure if we can update in such a small window but perhaps if we add a note to tell players that it may be a few days before they hear from us, that will help. What do you think?

If you are not getting our mails, please do visit the post linked above. I strongly believe you’re using an e-mail provider that is blocking our mails, but there are steps you can take to try to work around that issue.

You’re welcome, BG!

Fake: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post3734254

This isn’t really an account issue, so I’d like to suggest that you post this in a forum more appropriate for suggestions. Perhaps Guild Wars 2 Discussion? Thank you for understanding.

We don’t roll back or restore accounts because they were involved in cheating or exploiting. But you’re welcome to discuss the matter with support in a ticket.

Inculpatus cedo.9234:

Scammers can’t ‘always win’ if everyone else uses the Trading Post. Safety measures were integrated into the game. No way to get scammed if you use them.

Yes. Please use the Trading Post. Please tell your friends — even your sworn enemies — to use the Trading Post. If we all use the Trading Post, scammers are out of business in the blink of an eye!

We’ll take action on a ticket reporting a scammer, we just need sufficient data to research, including date, time, time zone, name of your character, name of the scammer.

I really believe the team can help you with your account. Did you submit a ticket in GW2? If it has been three days, post it in Tickets for Review and I’ll include it in my sweep tomorrow!

P.S. Yes, I still have The Frog. He is my constant companion in Guild Wars. The only thing is, I never left! I only moved to a different position in the company, but it was sweet of them to give me a party, anyway.

Thanks for posting that quoted content, AP. Makes it all official and I don’t need to write it out again.

Glad this got sorted for you. Thanks, forum members!

I see seven agent responses in your ticket, the last thanking you for suggestions. Looking at the ticket, it appears this issue has been resolved. If not, kindly post in the Tickets for Review thread and I’ll take a look at it again.

seebo.8701:

Hi Gaile,

I see you have locked my other post and I am not sure how to unlock it or link it to this one.

I sent off the e-mail as you indicated in my previous post.

Unfortunately they responded to open a request via the web site

I explained to them in the e-mail that the forms were not working for me.

I really would appreciate it if someone could have them read the e-mail to understand the issue.

Thanks

What number is that ticket?

Update: 11 March 2014

420678 – Resolved
428026 – Resolved
427982 – Resolved. Duplicate of 429867 and 436746. Duplicate tickets create delays.
425247 – Resolved.
405252 – Resolved.
434743 – Resolved.
412734 – Resolved. Final answer sent in ticket.
432165 – Resolved. Duplicate of 287104.
432947 – Still under review.
433705 – Still under review
435315 – In the restoration queue — this may take a couple more days.
422270 – Account ownership is in dispute. Please ask your friend to be patient, as these cases take extra time.

• Some tickets will require extra time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” or “final answer” it 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 [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: 11 March 2014

420678 – Resolved
428026 – Resolved
427982 – Resolved. Duplicate of 429867 and 436746. Duplicate tickets create delays.
425247 – Resolved.
405252 – Resolved.
434743 – Resolved.
412734 – Resolved. Final answer sent in ticket.
432165 – Resolved. Duplicate of 287104.
432947 – Still under review.
433705 – Still under review
435315 – In the restoration queue — this may take a couple more days.
422270 – Account ownership is in dispute. Please ask your friend to be patient, as these cases take extra time.

Update: 7 March 2014

418385 – Resolved
430413 – Please allow time for the team to help you.

• Some tickets will require extra time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” or “final answer” it 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 [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: 7 March 2014

418385 – Resolved
430413 – Please allow time for the team to help you.