Guild Wars 2

ChaoticTator.3729:

hello, I know it hasn’t been 3 days…

That’s right. The ticket is barely 24 hours old and that’s not what this thread is here to address. I’m sorry you’re having to wait — truly I am. But we can’t “jump the queue” because someone posted in the forums, so please, allow time for the team to help you!

Thanks for understanding.

seebo.8701:

Thank you Gaile.

I will send off a note to the e-mail you suggested with the subject line.

I am hoping they can help.

Thanks for understanding, and I am sorry for the delay in being able to help you. I just feel we’ll be able to get this all sorted for you with a bit of time!

Could you please post this in the Bug Forum. First, I recommend you look for a thread, because if this is a known issue it likely will be posted in the Bug Forum and that will save you time.

This forum is for account issues, like access problems, password resets, things of that nature.

Thanks.

Agent Phanes sent you a real response — that’s not an auto-response.

If you have questions or concerns of any king, please update your ticket. Those comments will be read, again, by an agent who will give them the attention they require.

If you continue to need assistance after discusssing with the CS Team, and if at least three full days have elapsed (the ticket is dated yesterday), you may post in the Tickets for Review thread. But let’s give the team time to help you, after you’ve expressed your concerns to them in the ticket.

Thank you.

KNOWN PHISHING E-MAIL

Greetings!

It has come to our attention that your Guild Wars 2 account [EMAIL REDACTED] for engaging in or assisting wiht gold or item sales for real-world money, If this proves to be true, your account can and will be disabled.

It will be ongoing for further investigation by ArenaNet Entertainment’s employees. If you wish to not get your account suspended you should immediately verify your account ownership.

You can confirm that you are the original owner of the account to this secure website with:
[rediculously long website address]
We will investigate into this case through verifying the account’s ownership. If the verification goes through, we will cancel any restriction. If you ignore this mail your account can and will be closed permanently.

Thank you for your understanding in this matter and respecting our position and all statutes within the Guild Wars 2 Terms of Use.

Regards,

Kenrich
Guild Wars 2 Support Team

Thanks, that appears slightly different than the ones I have in the “A Note about Phishing E-mail” thread.

Couple of questions about this:

“It has come to our attention that your Guild Wars 2 account [EMAIL REDACTED] for engaging in or assisting wiht gold or item sales for real-world money, If this proves to be true, your account can and will be disabled.”

• Can you tell me if the typo in the first sentence is in that e-mail,m “assisting wiht gold?”
• Is this sentence truly missing words, “…Guild Wars 2 account [EMAIL REDACTED] for engaging in…” or did you lose a bit when you redacted the e-mail address, such as “…Guild Wars 2 account [EMAIL REDACTED] {something missing here} for engaging in…”

Thanks.

Grey Mane.9487:

I had the same problem today also. Also a new phone. I received an answer from Anet within 5 minutes of sending in my support ticket. That’s pretty speedy. They removed my authenticator for me.

I am glad you got this all sorted, and speedily, too!

manveruppd — I’ll pass that idea along.

I believe I heard there was a small issue with GW support the other day. I think as a temporary measure you might send an e-mail to Support@GuildWars2.com and put in the subject line: “GW Support” or something of that nature.

It could take a bit of time to get this sorted, since you’re sort of coming in through the side door, but we’ll do our best to help!

I understand your situation, Brother Grimm, and I am sorry that that happened to you. (Glad, too, that the account was intact. Well, glad and about 100% shocked, too — usually the RMTers that steal accounts strip them within minutes, so this was an exceptional case!) I also can see that your post was made with a true motivation of helping, not blaming anyone for the compromise incident and I thank you for that.

I have mixed feelings about your suggestion. I’ve actually taken this up with the team on several occasions, advocating just what you seek. However, the bottom line is, if you lose your e-mail account, you’re at risk of much worse things that the loss of a game account.

We could institute more checks, yes. But presenting everyone with hurdles to get access through the e-mail address directly tied to the account would inconvenience a bunch of people — hundreds a day, I’d imagine — as opposed to preventing a tiny number of situations like the one you found yourself in.

I like the ideas in this thread: We offer e-mail and mobile authentication. We give you the tools to protect your account, rather than trying to block someone on the other side of an e-mail account compromise. I think that’s a pretty good system and I encourage players to take advantage of one of the authentication options for that extra security it offers.

newsai.1035:

account id : newsai 1035
Accidently delete one of my lv1 character which contain three Experience Scroll which i received from my birth day gift. Can I have it back pls?

As mentioned by Ic, we cannot address individual requests of this nature in the forums, but will need you to submit a ticket.

The important thing to know is that the serial code is very seldom needed, so I believe you’ll be just fine. If you need support, we have other means to verify ownership in 99.999% of all cases.

There are two kinds of items. If you delete something you acquired in the Gem Store, the chances are pretty high that CS can help. If you deleted something acquired in the game, the chances are lower, but we try to help with significant items like Legendaries and such and may be able to help with other items.

You’re welcome to inquire through a ticket, if you wish.

Glad that got sorted for you. It’s good to have helpful forum members.

Here’s the link to our core thread on this, the one that contains samples: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

Thanks.

Like the idea, but like you said, naaah.

Glad you got your gifts, sin!

Update 6 March 2014 5:30 PM Pacific Time: Some of you may have noticed that you received your gifts. If you do not have your gifts now, we ask that you please submit a ticket or update your existing ticket. To do the latter, simply respond to any e-mail with the ticket number in the subject line and update to say you checked your account, made sure you did not have 10 or more mails, and you definitely did not receive the distribution mail.

Upon verification of eligibility, the Gifts will be sent to you.

Update: 6 March 2014

405954 – World Complete Issue. Will be addressed soon and responded to in the ticket.
405954 – World Complete Issue. Will be addressed soon and responded to in the ticket.
287104 – Agent is reviewing.
405323 – I note you have three tickets about hacking incidents, and you mention your e-mail was hacked. An agent will try to help but please be aware that we cannot continue to service account that are repeatedly compromised.
336696 – As previously explained, this is a known issue. I’ll see if there’s anything new to report.

• 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: 6 March 2014

405954 – World Complete Issue. Will be addressed soon and responded to in the ticket.
405954 – World Complete Issue. Will be addressed soon and responded to in the ticket.
287104 – Agent is reviewing.
405323 – I note you have three tickets about hacking incidents, and you mention your e-mail was hacked. An agent will try to help but please be aware that we cannot continue to service account that are repeatedly compromised.
336696 – As previously explained, this is a known issue. I’ll see if there’s anything new to report.

I have asked about this and the team is investigating the possibility this is a bug. I don’t know any more at this time.

I am glad to hear. And I note that happened in about 1/2 hour. Good for the team!

This thread is from last fall — six months ago — so I’m surprised to see it again today.

Mirah — your account was reinstated, as you said. The reason for the block was not in any way associated with the hotkey utility you mentioned.

I think this article is a great read, and it contains a lot of explanations that help each of us understand security better: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

We ask that people not use the forums to follow up on tickets that are just a day or so old. While we consider any access issue to be important, it’s not possible for the agents to respond to everyone immediately, they need time to review the issue and respond.

If you need help after three days, visit the Tickets for Review Thread above. Thank you.

Update: I checked your ticket. You were sent a detailed response yesterday. If I’m reading it properly, you received an answer three minutes after you submitted your ticket.

If you didn’t get it, check the e-mail issues thread: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424 You are using one of the e-mail providers with known issues in blocking our e-mails. I suggest you read the thread and follow the steps I posted within it.

Thank you for your updates. We don’t need any more character names at this time. We appreciate your providing them but we’re good now.

Update as of 6 March 2:30 PM Pacific: Progress has been made in researching this issue and we’ll be addressing the problem of missing Gifts of Exploration soon, on an individual basis. Watch your e-mails for updates on your tickets, with a message that the gifts have been sent. If you did not submit a ticket — and hey, even if you did -- watch you in-game mail for the transmittal message containing your rewards.

This is a priority and we have folks who are nose down, focusing on this very issue. Again, thank you for your patience as we work to resolve this pesky bug!

I suggest you simply uninstall the game and move on.

If you prefer to handle this another way, please give the agents time to review this, because closing an account is so unnecessary that each case must be reviewed individually and handled on a case-by-case basis. But I strongly believe we will be able to help you. Thank you for your patience.

Important Note: We still are working on the World Complete issue. As our updates have stated — in the forum thread on the subject and in the tickets themselves — this issue is taking longer to resolve but agents are on the case, and this will be sorted out as soon as possible.

Please do not post tickets about the World Complete issue in this thread. They will be addressed and each ticket responded to individually through the system.

Thank you for understanding.

QuantumPangolin.5167:

I’ve been trying to get this past the automated responses for nearly a month now.
Ticket #426679

You have not been receiving automatic responses. Every response has come from an agent (other than the first automatic “We got your ticket” response.) You have submitted four tickets about this matter, and each time an agent has given you an answer and has explained the policy related to your request. If they use similar phrasing, that’s to be expected, as they are explaining policy and responding to multiple tickets related to the same request.

An agent will review this because I noted you added a new element to your request that I want to have looked at, but be assured that each answer is from a human being, and is chosen with care.

Well, heck! I don’t know why that would happen. I will say that it wouldn’t be possible for me to securely gather the info here on the forums that would enable us to help you. So may I suggest you please submit 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.

We really want you to be able to make these purchases. Heck, you help support our game and future development when you do! So I hesitate to ask you to take even more time to fill out a ticket, but for security’s sake, I think that’s the best thing to do.

Can you update me if it got resolved? Thank you!

I do not know what the outcome of this situation will be, but I am sure that we’ll do the best we can to help.

However, I’d like to take this opportunity to gently remind all forum members that the way to get help for your individual situation is to submit a support ticket. Posting your account details and a description of situation and your desired outcome in the forums won’t result in an individual review, investigation, and resolution. Nor will clicking “report” in the game result in the necessary ticket. We simply need to hear from you in a ticket, so we can discuss the matter with you directly.

So please submit any questions you may have about your individual accounts 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.

Thank you.

Looks like this got resolved yesterday.

I’d like to suggest that you get in touch with Customer Support again, if it truly has been three months since you contacted them. Sometimes, we find that periodic changes in the billing parameters successfully allow someone to make a purchase who previously was unable to do so.

Also, did they recommend purchasing pre-paid gem cards from a retailer? I’m pretty sure you can purchase those on-line through a retailer, get them sent to you (or the code relayed to you, I’m not sure how they work), and then you’ll be able to use those pre-paid cards to make Gem Store purchases.

I’m sorry for the inconvenience and hope you soon get that “asparagus golem.”

Update: 5 March 2014

412579 – Resolved
349042 – Resolved. The response sent to you on February 20th was correct: the item will not be replaced.
408291 – Final answer: The account will not be reinstated because it was in breach of the User Agreement.

• 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: 5 March 2014

412579 – Resolved
349042 – Resolved. The response sent to you on February 20th was correct: the item will not be replaced.
408291 – Final answer: The account will not be reinstated because it was in breach of the User Agreement.

Zaydq.5246:

Gaile Gray.6029:

The serial code is very rarely required to obtain help. It may come into play if two people claim and account and both have identical information. At that point, the serial code can be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

Not true. Unless they’ve changed their policy…

I had to fight with your team to retrieve my password after it had asked me for my serial code. When i finally got access, I asked if I could get my serial code for future incidents and i had to run around the bush with them until I got it.

But it is true, I assure you! Those who are not able to provide the serial code can be helped by providing other information. Right now, resetting a password through one means asks for the serial code, but having a serial code really is seldom required and there are other ways to reset the password, specifically contacting Support.

Of course, in cases of an account compromise, shared accounts, or in instances when an account goes into disputed ownership, having the code can be essential, as I said. But for normal cases, it is seldom required.

Hi. I talked with our team about this, and while agents are able to pull this information, it can take a lot of time and generally is not a good use of their time. This is because what agents generally find is that the balance changed because someone paid fees that s/he forgot, or that the player forgot about a recent acquisition that accounts for the “missing money.” There is a 10% tax fee in the TP and a 5% non-refundable listing fee, as well. When the figures are gathered and calculated, the “missing money” is found to be accounted for in those fees.

If someone is hacked, they’re generally going to lose all their gold. There’s no known issue with accounting in the game, and if there were such an issue I believe we’d definitely know about it! Therefore, these individual issues usually can be resolved by the player considering his or her recent activities and calculating purchases, sales, and fees. We’d appreciate if players would do this before contacting Support, since taking the time to do this research for individual players means that other players must wait for other essential services, such as the resolution of a hacking incident, an account restoration, or the return of game access to someone who isn’t able to log in, etc.

Thanks.

Update: The team responsible for this particular initiative anticipates that the e-mails about the gem distribution should be sent Friday.

Thanks for asking about this. I don’t know the answer, but I’ll see if I can find out for you guys!

And yes, the survey could be repeated in the future, so others may be eligible at that time.

You said you successfully linked your accounts, but you’re concerned that you did not get your rewards? If that’s the case, you are not entitled to rewards connected with an account that was banned. I’m sorry if I misunderstood, but I think that’s your concern, correct?

Update: 4 March 2014

401897 – Resolved. Duplicate 418110.
417265 – Resolved
403427 – Resolved
405837 – Resolved
417265 – Resolved. Duplicate of 417098.
349042 – Response sent to you 19 February.
397898 – Final answer (in 356069): The account was closed for exploiting the game and will not be reopened. Please do not create additional tickets on this matter.
373786 – Final Answer: We cannot help you because you do not own this account. Do not create any additional tickets
404710 – From what I can see, your ticket is 6 days old (not two weeks) and an agent responded as recently as yesterday. Using the info you provided yesterday, this will be resolved as soon as possible.
390069 – GW issue — under review
404809 – Password was reset last Wednesday, if you did not get the mail, please contact support via a different e-mail account and reference your ticket number.
401440 – Please review this post: https://forum-en.gw2archive.eu/forum/support/account/100-Map-Completion-and-no-gift/page/2#post3715144
396319 – Under review
396319 – Under review
405323 – Under review due to disputed ownership.

• 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” 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: 4 March 2014

401897 – Resolved. Duplicate 418110.
417265 – Resolved
403427 – Resolved
405837 – Resolved
417265 – Resolved. Duplicate of 417098.
349042 – Response sent to you 19 February.
397898 – Final answer (in 356069): The account was closed for exploiting the game and will not be reopened. Please do not create additional tickets on this matter.
373786 – Final Answer: We cannot help you because you do not own this account. Do not create any additional tickets
404710 – From what I can see, your ticket is 6 days old (not two weeks) and an agent responded as recently as yesterday. Using the info you provided yesterday, this will be resolved as soon as possible.
390069 – GW issue — under review
404809 – Password was reset last Wednesday, if you did not get the mail, please contact support via a different e-mail account and reference your ticket number.
401440 – Please review this post: https://forum-en.gw2archive.eu/forum/support/account/100-Map-Completion-and-no-gift/page/2#post3715144
396319 – Under review
396319 – Under review
405323 – Under review due to disputed ownership.

MRA.4758:

Nicca.3057:

But, the reason for it not being implemented is because it has not been tested? If I am wrong in my understanding please feel free to recalibrate my logic.

Crytal Reid stated that “the code changes were too risky to get checked in and tested properly” which means that the fix has already been implemented (most likely “locally” in a programmers development environment), but it has not been integrated in the code of the live production servers (“checked in” for the new build of today) since it has not been tested thoroughly.

Changes to a software system always bear the risk of creating unforeseen problems in other (and seemingly unrelated) components of the system. Hence, if ANet didn’t have the time to test the fix properly, then they are doing the right thing in pushing the changes back to the next release build.

~MRA

Thank you for understanding and for explaining this so clearly. This is an issue that the team actively is working on, but as Crystal explained, it will be fully addressed in a future build. We thank you for your patience while the best possible resolution is developed, tested, and then implemented into the game.

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 — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Moving up to front page. I am unable to answer “I submitted a ticket yesterday, when will I get a response” PMs.

We have a thread — tickets for review — if you need help. Please use that and thank you for understanding.

Moving to the front so everyone sees this.

Astral Projections.7320:

If you can’t locate them you will need to contact support for an answer. Top of page-Support, then top of page-Submit a request.

Yes, please.

You need to post in the Tickets for Review thread. Thank you.

Inculpatus cedo.9234:

For assistance, you can peruse the Sticky at the top of the page. For individualized help, you can contact CS. Top of Page – Support – Submit a Request. Good luck.

Correct.

Would-be hackers send e-mails to hundreds of thousands of e-mail accounts. They usually don’t know whether you have a GW2 account or not. I know this because for 10 years, I’ve gotten e-mails about my [insert other popular game name] account and I’ve never had an account. Ever.

We get e-mails regularly that say “I don’t play computer games, please stop sending me mails!” I explain that we’re not sending the mails. I further explain that would-be hacker send to non-existent e-mail addresses or to addresses someone used to subscribe to a forum, play another game, enter a contest, subscribe to magazine, or to an address that somehow became public knowledge in another way.

So don’t worry. There’s no issue on our end, and you are safe to simply delete those e-mails (without clicking any links or providing any account info)!

If you need assistance beyond that kindly offered by forum members, please don’t hesitate to contact Support. 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 assist you.

For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Yes please, we’d very much like to help him! Thank you for passing the word along that he should contact Support.