Guild Wars 2

margene.9270:

Inculpatus cedo.9234:

margene.9270:

My husband tried to log in last weekend and it gave him an error. He attempted to log in multiple times and after about the third time it gave him a ban notice for botting/third party program use. He’s submitted a ticket same day and has yet to receive anything other than the generic auto response. Can this ticket be put up for review. He has been unable to play since last Friday.

Ticket # – 363549 – Account Ban notice – 2/15/14
Ticket # – 365046 – Unable to log in – 2/15/14
Ticket# – 371205 – Unable to log in – 2/17/14

https://forum-en.gw2archive.eu/forum/support/account/Duplicate-Tickets-Please-Think-Twice/first#post3501088

It’s been more than 5 days since the last auto response, which is why I am here now.

The point that Ic is kindly trying to make is not that you’re here now, nor that your husband has waited several days. Surely we do understand both those things. But the fact that he has submitted repeated tickets is part of the reason for the delay in response and we ask that he not do that any further, but update the first ticket only. That is an important message that all forum members should heed.

(Repeating post in other forum)

According to a member of our programming team, there is a known issue that is preventing some players from getting rewards. The team is investigating.

However, quite often, a player is mistaken about the status of their account or is shown that rewards are due when they aren’t quite earned. Players should do some troubleshooting steps before submitting a ticket, because this might be resolvable individually, and ,may not be related to any bug.

Here are some troubleshooting steps:

1. Log into the game with the character that has the 100% world completion.
2. Go to Bloodtide Coast via Lion’s Arch and enter the Chantry of Secrets.
3. Make sure that you have claimed the “Sanctum of Secrets” Point of Interest within this map instance.
4. Some of the skill challenges require you to consume an item. If this item has been consumed in a zone other than the one in which the skill challenge is located, you will not receive the rewards for 100% world completion. Revisit every map in the game and that may resolve your issue and grant you your items.

Also, sometimes the title is rewarded prematurely (in error). To receive the rewards for fully exploring the world, please carefully review each map for missing Points of Interest, Skill Challenges, Renown Regions, and Waypoints with the single character with whom you are trying to finish the task. The most common areas that are missed are World vs. World maps, Chantry of Secrets, and the various city maps, such as Divinity’s Reach, Black Citadel, etc.

More:

Generally we find that players are resolving the problem by revisiting each the following cities.
- Lion’s Arch
- Rata Sum
- Black Citadel
- Divinity’s Reach
- Hoelbrak
- The Grove

Player Notes:

• I just fixed after reading some solutions here, come back to whisper cathedral ( i alredy had explored ) and go back to the last interset point, work for me.
• [Player] teleported to all the map locations and found that he had not opened the reward chest (the one you see each time you finish a map or after completing daily quests or dungeons) on one particular map. After opening the chest, another reward popped up and he was able to obtain the Gifts of Exploration.

I hope all this is helpful to you. If after doing these steps and following these tips you continue to need assistance, please submit a ticket. If you already submitted a ticket some time ago (say, more than a week ago) and, after going through the troubleshooting steps above, still need help you can simply respond to your ticket and say you still have not received your rewards.

And yes, any actual issues are still very much on the developers’ radar for correction

MistyWinter.9670:

Akatan.2761:

MistyWinter.9670:

I am not understanding this then do you or do you not have to have explorer regions done for this? This was not needed before. as my son had gotten his items months ago without.
What I mean is Krytan Explorer, Maguuma Explorer and Shiverpeak explorer.

In my situation, I’ve got Krytan Explorer Maguuma Explorer Shiverpeak Explorer and Ascalon Explorer blah blah blah.

I have the situation there is no reason to blah blah me I was asking a question for myself, thank you

Misty, I think Akatan simply meant that yes, all the [Location] Explorer attainments are on the account. The “blah blah” wasn’t dismissive, it was just like saying “etc.” in that comment.

mercury ranique.2170:

Bottom line: I got 100% map, but can anyone that has this issue go to this place, jump to the vista and report if watching this vista makes any change??

Interesting suggestion. The devs say there’s a bug, but maybe this will fix the issue for some players. Thanks for sharing.

Akatan.2761:

I know your time is precious, but please fix it. It’s just waste of time to submit more and more tickets about one problem.

It’s absolutely being worked on! (And submitting one ticket is sufficient; duplicates actually slow the response time.)

I just had a thought:

If you have submitted a ticket and if you tried the trouble-shooting steps in this thread, consider updating your ticket. You do that by responding to any e-mail with your ticket number in the subject line.

You could say:

• “I did the trouble-shooting steps Gaile posted in the forum and I still have not received my Map Complete reward.”
  -OR-
• “This issue is resolved, I no longer need help”

You see, we have a few ways we might respond to a player with Map Completion issues. If you’re still having problems, and if agents know you’ve already done some of the things they’d normally suggest, then they can reclassify your ticket more efficiently.

This isn’t a requirement, by any means. Your ticket will be attended to either way! But updating your ticket may speed up all responses, and that’s a good thing.

Thanks!

Thanks, confusion. I know the programming team is on the case and they’ll get a fix for any issues as soon as possible.

Thank you, also, for updating that you tried the trouble-shooting steps. This will probably save some time in reviewing the ticket, and we appreciate that.

jayvux.4128:

Gaile Gray.6029:

The name should have been accessible to you for 24 hours. If you are certain you are not misspelling the name, and that you made the new character in under 24 hours, you’re welcome to contact Support to ask about this.

Hi Gaile. Any way to lift the 24 hour reservation? I used my brother’s account to test out the availability of few IGNs since he has an opened character slot. Now I am trying to apply it to my account under the 24 hr period. I can wait, just wondering if you guys have the resources to make this possible.

Sorry, that’s technology we don’t have. Best of luck with the changes — I imagine they’ll work out just fine for you.

And wait a minute! Please do not tell me you were on your brother’s account. I just don’t want to think you guys know each other’s credentials — that’s a direct path to BAD STUFF! (Seriously, though, I strongly encourage you to keep your account private, and he should do the same, even if that means you both change your passwords just to be safe and secure.)

Robert.4197:

Gaile Gray.6029:

The issue you wrote about was caused by significant Internet disruptions that were resolved days ago. So the issue itself should be resolved. If not, please update your ticket and explain you’re still having issues.

I think I answered the questions about the “automatic closure” situation. That is not what happened, but the response you should have received seems to have been “stuck” in the system so I’m asking about it now.

Update: Yes, the agent fumbled on sending. You’ll get the response within minutes, and if you need further help you can update that e-mailed response.

Thank you once again Gaile, as I stated in my OP, the issue is no longer happening but I did find it kind of weird that I was completely ignored or so I thought. Apologies if I wasted your time, however it is nice to know what happened. Thanks for taking the time to look in to this.

Oh no worries! When a response doesn’t go out properly, we want to investigate. This was simple human error, and we just let the agent know to be careful about making sure the answers go to our players — no biggie at all.

The issue you wrote about was caused by significant Internet disruptions that were resolved days ago. So the issue itself should be resolved. If not, please update your ticket and explain you’re still having issues.

I think I answered the questions about the “automatic closure” situation. That is not what happened, but the response you should have received seems to have been “stuck” in the system so I’m asking about it now.

Update: Yes, the agent fumbled on sending. You’ll get the response within minutes, and if you need further help you can update that e-mailed response.

I am still looking into those items under review. Will update if I get more info today.

The answers provided are correct. We cannot support an account that was sold, traded, or given away.

Please see my post in the Bugs Forum for a lot more information: https://forum-en.gw2archive.eu/forum/support/bugs/Another-100-Map-Completion-no-reward-thread/first#post3672229

Please see my post in the Bugs Forum for a lot more information: https://forum-en.gw2archive.eu/forum/support/bugs/Another-100-Map-Completion-no-reward-thread/first#post3672229

(Repeating post in other forum)

According to a member of our programming team, there is a known issue that is preventing some players from getting rewards. The team is investigating.

However, quite often, a player is mistaken about the status of their account or is shown that rewards are due when they aren’t quite earned. Players should do some troubleshooting steps before submitting a ticket, because this might be resolvable individually, and ,may not be related to any bug.

Here are some troubleshooting steps:

1. Log into the game with the character that has the 100% world completion.
2. Go to Bloodtide Coast via Lion’s Arch and enter the Chantry of Secrets.
3. Make sure that you have claimed the “Sanctum of Secrets” Point of Interest within this map instance.
4. Some of the skill challenges require you to consume an item. If this item has been consumed in a zone other than the one in which the skill challenge is located, you will not receive the rewards for 100% world completion. Revisit every map in the game and that may resolve your issue and grant you your items.

Also, sometimes the title is rewarded prematurely (in error). To receive the rewards for fully exploring the world, please carefully review each map for missing Points of Interest, Skill Challenges, Renown Regions, and Waypoints with the single character with whom you are trying to finish the task. The most common areas that are missed are World vs. World maps, Chantry of Secrets, and the various city maps, such as Divinity’s Reach, Black Citadel, etc.

More:

Generally we find that players are resolving the problem by revisiting each the following cities.
- Lion’s Arch
- Rata Sum
- Black Citadel
- Divinity’s Reach
- Hoelbrak
- The Grove

Player Notes:

• I just fixed after reading some solutions here, come back to whisper cathedral ( i alredy had explored ) and go back to the last interset point, work for me.
• [Player] teleported to all the map locations and found that he had not opened the reward chest (the one you see each time you finish a map or after completing daily quests or dungeons) on one particular map. After opening the chest, another reward popped up and he was able to obtain the Gifts of Exploration.

I hope all this is helpful to you. If after doing these steps and following these tips you continue to need assistance, please submit a ticket. If you already submitted a ticket some time ago (say, more than a week ago) and, after going through the troubleshooting steps above, still need help you can simply respond to your ticket and say you still have not received your rewards.

Update: 21 February 2014

373146 – Resolved
376803 – This is a known issue. Please check the post in the Bugs Forum for info. Each case will be reviewed.
164768 – Agent responded 12/16. If that did not help, or if you need that response sent again, please create a follow-up by responding to any e-mail about this ticket.
364986 – Final answer: This account was used for disallowed activity and will not be reinstated.
309654 – Final answer: This account was used for disallowed activity and will not be reinstated.
356069 – Final answer: This account was used for disallowed activity and will not be reinstated.
352966 – Under review
361874 – Under review
371061 – Under review
356069 – Under review

nicknamenick.2437:

how/where can I see my ticket number? :-P (its not about this problem btw) but couldn’t find the number after you reported a bug in game

Reporting in the game does not open a support ticket. It simply sends a message about a bug to the team, and no response is possible nor is it possible for the team to investigate individual issues such as this via a in-game bug report. (To see the difference, consider: This is happening to your account. A map glitch would happen to everyone player. So the latter would be fine for an in-game report, but something that’s impacting your account needs a ticket. You see?)

To submit an individual ticket — which is required in a case of this nature, or anything related to your individual account — please click “Support” at the top of this page, then “Submit a request” to start the submission process. Please note there are two drop-down areas that must be completed, and space for you to describe your issue.

Upon submission of a ticket, you will receive a response that contains your six-digit ticket number.

mercury ranique.2170:

Tickets are never really ‘closed’. The term ‘closed’ or ‘resolved’ is used for the moment when everything that needed to be said is said and everything needed to be done is done.

In some (rare) situations it happens that the customer (you) thinks there is still a lot to do or to be said, but support disagrees and gives a final answer. But in most situations this point is reached through mutual consensus.

You might be confused with the moment you recieve the survey where you are asked to rate support.

I always say that support has targetted themselfes to answer within 72 hours. This is not the full truth. This target is (in most company’s) decided by higher managers AND is used to measure how good the support department is. This also means (I suspect) that you will get a survey after 72 hour to rate how your ticket got resolved. So even if you haven’t recieved an answer yet. Obvious, the answer will likely be negative, but due to the target being 72 hours, support knows that when they dont make that target they get a negative response.

Actually, tickets are closed, but not in the manner that the OP worried about: after three days without a response. It just doesn’t happen that way and you were correct about that part of it.

The surveys are going out somewhat incorrectly and we hope to address that so that players get their surveys after the issue is fully resolved. Surveys are not sent out as part of management’s tracking of agent or team performance in the sense of knowing whether tickets are getting a timely response. Nor are they sent out as a means to hasten agent responses. We have other, most sophisticated means to track performance and timeliness on many levels, and surveys being sent out at the 72-hour point is not part of that tracking process.

First, according to a member of our programming team, there is a known issue that is preventing some players from getting rewards. The team is investigating.

But in order to assist you, here’s an aggregate of several notes and troubleshooting steps that may help resolve this issue:

According to a member of our programming team, there is a known issue that is preventing some players from getting rewards. The team is investigating.

However, quite often, a player is mistaken about the status of their account or is shown that rewards are due when they aren’t quite earned. Players should do some troubleshooting steps before submitting a ticket, because this might be resolvable individually, and ,may not be related to any bug.

Here are some troubleshooting steps:

1. Log into the game with the character that has the 100% world completion.
2. Go to Bloodtide Coast via Lion’s Arch and enter the Chantry of Secrets.
3. Make sure that you have claimed the “Sanctum of Secrets” Point of Interest within this map instance.
4. Some of the skill challenges require you to consume an item. If this item has been consumed in a zone other than the one in which the skill challenge is located, you will not receive the rewards for 100% world completion. Revisit every map in the game and that may resolve your issue and grant you your items.

Also, sometimes the title is rewarded prematurely (in error). To receive the rewards for fully exploring the world, please carefully review each map for missing Points of Interest, Skill Challenges, Renown Regions, and Waypoints with the single character with whom you are trying to finish the task. The most common areas that are missed are World vs. World maps, Chantry of Secrets, and the various city maps, such as Divinity’s Reach, Black Citadel, etc.

More:

Generally we find that players are resolving the problem by revisiting each the following cities.
- Lion’s Arch
- Rata Sum
- Black Citadel
- Divinity’s Reach
- Hoelbrak
- The Grove

Player Notes:

• I just fixed after reading some solutions here, come back to whisper cathedral ( i alredy had explored ) and go back to the last interset point, work for me.
• [Player] teleported to all the map locations and found that he had not opened the reward chest (the one you see each time you finish a map or after completing daily quests or dungeons) on one particular map. After opening the chest, another reward popped up and he was able to obtain the Gifts of Exploration.

I hope all this is helpful to you. If after doing these steps and following these tips you continue to need assistance, please submit a ticket. If you already submitted a ticket some time ago (say, more than a week ago) and, after going through the troubleshooting steps above, still need help you can simply respond to your ticket and say you still have not received your rewards.

GeD GN.7013:

Sure, here you go
ticket: # 376981

Danke!

Hey you guys! Please give me ticket numbers! Any ticket numbers about this are fine, any language, too. The team is taking a peek.

(And thank you for that number, hdinh, and those valuable details! )

Here’s some info I’d like to share with you:

1. We’ve recently made changes designed to keep our players better informed about the status of their ticket(s)
2. We don’t close tickets if they have not had a response from an agent, quite the contrary!
3. We leave tickets open unless the customer has not replied in three days, at which time the issue generally is considered resolved and the ticket automatically closes.
4. However, at any time a player can reopen or send a follow-up to his or her ticket by answering the most-recent e-mail about the existing ticket and including new information or simply asking about the status.

Robert — can you give me your ticket number so I can review this? Thanks!

The main post about phishing attempts is here: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post3557700

Please review any e-mail you have received related to Guild Wars 2 or ArenaNet against this list, as it will help you identify bogus e-mails designed to gather your account credentials.

Please submit a ticket. We’re looking into this issue and would greatly appreciate a ticket so that we can see all the details on your account in relation to this report.

When you have submitted, may I get your 6-digit ticket number so I can pass it along? Thanks!

Akatan — have you submitted a ticket? We’re looking into any reports of this situation, and I’d love the team to have your details!

When you have submitted, may I get your 6-digit ticket number so I can pass it along? Thanks!

Glad to hear that all is well for you, thejoedude. And thanks for the helpful links, Ic.

As others have mentioned, it really sounds as if your account may have been compromised during your absence. These things take a bit of time to investigate, but an agent will review the game logs and we’ll be happy to help you with this through the ticket. Things are busy, but generally you would hear about this within the next day or two.

Inculpatus cedo.9234:

I think it’s support@guildwars2.com for the emails.

That is correct. The e-mail address is support@guildwars2.com. Thanks for adding that. I should mention that submitting a ticket is a better means of contact because with the drop-down system you’re able to add more information so the ticket is properly queued from the start. I believe tickets save time over e-mails, but e-mails are fine, as well. Thanks.

Blush Lift — I think you should reach out to Support through a ticket. We may be able to help!

We’re glad that most of you have noticed performance improvements following the Mac fixes that were part of the February 18th update. Rest assured, team members are continuing to work on Mac!

We forgot to include a note about this work in the update notes and we apologize for that lapse. The FPS changes were an official part of the build, not a happy accident or a stealth update. (Just in case you were wondering. ) We should have included a call-out about it in the notes and in the future, we’ll do our best to outline Mac improvements in the Update Notes to keep you better informed of the progress that the team is making.

Update 20 February 2014

345977 – Resolved
309654 – Agent is reviewing for a final time.
363481 – In process
358835 – Please ask your friend to update Ticket 352417 with any additional information. The duplicate tickets caused confusion, so he needs to let the agents know he still needs help.
352966 – Under review
361874 – Under review
364408 – Under review

Please note that some issues are taking longer than three days. We are doing our best to reduce turn-around time, but ask that you please be patient for those issues that require extra investigation or review. Thank you.

I am sorry to inconvenience anyone, but forum members tell me this thread is taking a long while to load, and it’s time to created a Part 2, which I have done.

If you posted after my 18 February update, I will update you in the new (Part 2) thread.

This new thread is intended for you to use to follow up on support issues that have been filed with support but have not been resolved in three days or more. This thread may also be used when you have questions about the resolution of a ticket, although please keep in mind that agents use care in responding and it’s very seldom that an appeal here will result in a different outcome.

Please allow the team time to resolve issues before posting here, so don’t submit a ticket and post, but rather follow-up if the ticket needs a review after it’s been in the queues for three days or more.

The team will be happy to look into this for you. Please click “Support” at the top of this page, then “Submit a request” to get in touch!

Please submit a ticket to support. While we very much want to help you, this sort of issue cannot be resolved through a forum post and questions of an individual nature — such as those involved in this event — need to be discussed with you in a ticket.

Thank you for understanding.

Update 18 February 2014

338397 – Resolved
338660 – Resolved
339222 – Resolved
339990 – Resolved
341173 – Resolved
341494 – Resolved
342699 – Resolved
344311 – Resolved
348264 – Resolved
341028 – Resolved
342411 – Resolved
351624 – Resolved
360326 – Resolved
358835 – Resolved, as you indicated in the ticket. (Duplicate of 352417)
324383 – Resolved; I am sorry that we were not able to offer an account restoration in this case.
345777 – Under review
356069 – Under review
346411 – Under review
361874 – Under review
360490 – Under review
333773 – Agent answered 2/11; if you need more information please update your ticket.
309654 – Duplicate ticket; the original already has received a final answer
342614 – Final answer: This account cannot be reinstated.
349333 – Final answer: This account cannot be restored due to the nature of the incident.
345827 – Final answer: This account cannot be restored due to the nature of the incident.
345977 – Requested agent review
346178 – Requested agent review
347189 – Requested agent review
345980 – Requested agent review
319928 – Requested agent review
354116 – Requested agent review as a possible game bug

• 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.

Please do not make 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 18 February 2014

338397 – Resolved
338660 – Resolved
339222 – Resolved
339990 – Resolved
341173 – Resolved
341494 – Resolved
342699 – Resolved
344311 – Resolved
348264 – Resolved
341028 – Resolved
342411 – Resolved
351624 – Resolved
360326 – Resolved
358835 – Resolved, as you indicated in the ticket. (Duplicate of 352417)
324383 – Resolved; I am sorry that we were not able to offer an account restoration in this case.
345777 – Under review
356069 – Under review
346411 – Under review
361874 – Under review
360490 – Under review
333773 – Agent answered 2/11; if you need more information please update your ticket.
309654 – Duplicate ticket; the original already has received a final answer
342614 – Final answer: This account cannot be reinstated.
349333 – Final answer: This account cannot be restored due to the nature of the incident.
345827 – Final answer: This account cannot be restored due to the nature of the incident.
345977 – Requested agent review
346178 – Requested agent review
347189 – Requested agent review
345980 – Requested agent review
319928 – Requested agent review
354116 – Requested agent review as a possible game bug

Jesper.4503:

Gaile Gray.6029:

Jesper.4503:

hi i got my account hacked for about 3 days ago.. im not sure when it happened at the day but as i can see in guild wars 2 it started 3 days ago so can i get my account restored as it was for 7 days ago in that way i know that there was no hacker in my account.
i did manage to get the hackers ip CA , US ( 205.164.2.210 ) 205.164.2.0 – 205.164.2.255
but if i can get help to what i need to do then i can give all the info that is needed

I can’t quite tell, but you did submit a ticket, correct? You need to do that to get help with this issue. This thread is only intended to follow up on a ticket if needed.

then im not sure where to find it..

You 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. Fill in as many of the fields as possible. If you get stuck, e-mail Support at Support@GuildWars2.com and a ticket will be created for you automatically and you can then discuss with the team via e-mail.

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.

General update 14 February 2014:

There are several unusual types of tickets being handled right now. This means that, due to volume, certain kinds of tickets are taking longer than three days to resolve. We’re working to get back to the 3-day turn-around time. Here are some of the types of tickets that may take longer than three days:

• Refund requests (harvesting tools, Flame-Kissed Armor, etc.)
• Account compromise (“hacking”) incidents
• Requests for account restorations
• Account disputes
• Missing items

That list is not comprehensive, but off the top of my head those are some of the more complex tickets that simply simply may take more time to resolve. Having said that…

Please allow five days before posting in this thread for the time being.

I will update when we’re back to the normal, faster turn-around times. Thanks for understanding!

Jesper.4503:

hi i got my account hacked for about 3 days ago.. im not sure when it happened at the day but as i can see in guild wars 2 it started 3 days ago so can i get my account restored as it was for 7 days ago in that way i know that there was no hacker in my account.
i did manage to get the hackers ip CA , US ( 205.164.2.210 ) 205.164.2.0 – 205.164.2.255
but if i can get help to what i need to do then i can give all the info that is needed

I can’t quite tell, but you did submit a ticket, correct? You need to do that to get help with this issue. This thread is only intended to follow up on a ticket if needed.

Iluzija.1798:

Yeah thought as much, well Ive sent a ticket off and reset my password, can never be too safe.

You’re right, it’s good to be safe!

Frozen Tears.3794:

Hello, I’m in the process of getting a possible rollback pending investigation. I’m just curious as to if I should bother to make any real progress into the game until it get’s reinstated? I would hate to do all that work and then have it end up being reset. Thank you any input here is much appreciated.

If you qualify for an account restoration — which is determined, in part, by a remote compromise incident — then all progress you make will be lost. The agent will find the closest time that a “snapshot” was taken prior to the compromise, but cannot restore the account and also retain anything that you gain in levels, accomplishments, or items.

So while you’re waiting, just be aware that progress (and acquisitions) will be lost if your account is restored.

Update: 14 February 2013

335505 – Resolved
335021 – Resolved
311503 – Resolved
335222 – Resolved
337975 – Resolved
345850, 327697 – Resolved on February 5th; refund added to your account.
335418 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
335464 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
338091 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
335679 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
340019 – Resolved. Duplicate of 339002. Password was reset on Feb 8th. Please update this ticket if you still need help.
345466 – Thanks for the new information; an agent will review and respond.
341800 – As some point this account was hacked. The team is investigating, as they must before allowing access. We apologize for the delay.
280231 – I asked for an agent review today.
338397 – I asked for an agent review today.
338660 – I asked for an agent review today.
339990 – I asked for an agent review today.
341173 – I asked for an agent review today.
341494 – I asked for an agent review today.
341028 – I asked for an agent review today.
342699 – I asked for an agent review today.
344311 – I asked for an agent review today.
333773 – This appears to be an in-game bug. Agent responded.
339222 – Under review
345977 – Under review
342411 – Under review
345980 – Under review
347189 – Under review
348264 – Under review
342614 – Under review
346178 – Under review.
349333 – Under review.
315841 – The team is not able to find the transaction you have written about although they pulled a great number of logs. Please update your ticket if you have more information.
334452 – Final Answer: The account was closed for exploiting the game. It’s not personal nor targeted, it’s just necessary.
335959 – Final Answer: You closed your original ticket 335473 and opened a new one. But the account was closed for botting and will not be reinstated.

• 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.

Please do not make 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: 14 February 2013

335505 – Resolved
335021 – Resolved
311503 – Resolved
335222 – Resolved
337975 – Resolved
345850, 327697 – Resolved on February 5th; refund added to your account.
335418 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
335464 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
338091 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
335679 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
340019 – Resolved. Duplicate of 339002. Password was reset on Feb 8th. Please update this ticket if you still need help.
345466 – Thanks for the new information; an agent will review and respond.
341800 – As some point this account was hacked. The team is investigating, as they must before allowing access. We apologize for the delay.
280231 – I asked for an agent review today.
338397 – I asked for an agent review today.
338660 – I asked for an agent review today.
339990 – I asked for an agent review today.
341173 – I asked for an agent review today.
341494 – I asked for an agent review today.
341028 – I asked for an agent review today.
342699 – I asked for an agent review today.
344311 – I asked for an agent review today.
333773 – This appears to be an in-game bug. Agent responded.
339222 – Under review
345977 – Under review
342411 – Under review
345980 – Under review
347189 – Under review
348264 – Under review
342614 – Under review
346178 – Under review.
349333 – Under review.
315841 – The team is not able to find the transaction you have written about although they pulled a great number of logs. Please update your ticket if you have more information.
334452 – Final Answer: The account was closed for exploiting the game. It’s not personal nor targeted, it’s just necessary.
335959 – Final Answer: You closed your original ticket 335473 and opened a new one. But the account was closed for botting and will not be reinstated.

Titanis.3790:

Ok. That make much more sense. Thank you for the reassurance. I appreciate it.

You’re very welcome.

Zypher.7609:

Just to also point out if you use that email address along with the password on any other site at all I would change it. Another good rule would be to never use the same email/password on any site, with that of another site. Once one of these agencies know that was a valid combination they could sell or even use it on their own to try to access other sites.

This is very good advice and I hope everyone will follow it!

Malilree.5470:

I would reply with something here, but I dont want to de-rail this poor guys thread.

I solved that problem by removing your off-topic comments and creating this separate thread, then merging the other you created. You’ve commented about yours issue in at least three threads. You posted — properly — in Tickets for Review and you will get a response in that thread.. Please allow time for review, and consider my comments above as to possible e-mail interference.

Please do not make additional threads and please do not add comments about your issue in the threads of other forum members. Thank you.

Splitting thread so everyone gets helped.

First, please never “joke” about legal matters. I’m glad that it was just a joke, but comments of that sort can result in ticket closure. If someone truly is heading down the lawsuit path, we generally will not expend more support efforts (as they likely will be wasted) but instead will provide legal contact information and allow legal proceedings to move forward, if that is the customer’s desire.

Secondly, here are the exact notes from your ticket: “The player contacted us because he thinks he was hacked and transferred to another world. There is no evidence that he was transferred, or that his account was compromised.”

Thirdly, since you are asking for a review, please post your ticket number in the Tickets for Review thread and I will close this post. Thank you for understanding.

Malilree.5470:

If she got her ticket in 30 minutes she was lucky enough to post in the thread right before they reviewed it. Seems like they come and do the tickets in bulk every week or so..

Malilree — you are mistaken about how Support works. Tickets are reviewed and answered 24 hours a day, 7 days a week, 365 days a year. Every one who submits a ticket gets an immediate “auto-response” simply to let that person know the ticket is in the queues and will be processed. If you have been waiting a week for a password reset, something may be wrong, or there may be circumstances that you don’t know. For instance, sometimes people ask for a password reset and we discover their account was hacked. Other times, they ask for a password reset for an account they are not able to prove they own, or that multiple people are claiming as theirs. Any of those situations will delay the team’s ability to respond, but they will respond, and a week is far longer than normal.

So, first consider that your e-mail provider may be the culprit here. Please read this thread for information: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

If you got your auto-response and feel your e-mail is not the issue, then please post in the Tickets for Review thread above. And with any request for review (or post about a problem with tickets), providing the ticket number is essential. Thank you.

tolunart.2095:

The email did not come from ArenaNet, they did not accuse you of anything. It’s a “phishing” attempt from a hacker in order to gain access to your account. Because you changed your password you should be safe, and Anet has not accused you of doing anything nor will you face any kind of punishment from them.

This is correct. Please see this thread for more information: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

Since you already provided your personal information to the person or company who sent you the phishing e-mail, you may wish to contact Support if you have questions about the security of your account.