Guild Wars 2

First, Vyzr, I’m sorry that happened. I think you should consider posting this suggestion in the forum where the team involved in Gem Store items will see it. That would be the Black Lion Trading Company forum. I’m not trying to brush you off here, I just want you to know where the best place is to post your suggestion.

As far as your items, you’re welcome to submit a ticket about this and discuss it with a CS Agent.

Disastro.4086:

Gaile Gray.6029:

• We don’t have a “PC Team” and a “Mac Team.”

That certainly explains the absurdly low priority level we’re given. I mean we all knew it but seeing it stated in an official capacity stings a bit. It also explains why the mac client isn’t tested after each patch/build independently, if it was this current bug that dropped people from 40fps down to 8fps wouldn’t have gone live I’d hope.

Either way I’m still happy to know that the devs recognize we still exist at least in some capacity and things are being done to right this wrong.

Please don’t read that the wrong way. That means we don’t have a team for each discipline, but that anyone on our team may work on either. This is a good thing, as far as I can see.

mikeew.8607:

Just wanted to post some findings here that I stumbled onto tonight.

I was having issues with safari mac os x 10.9.1 and completely not to do with guild wars but pages weren’t loading or were loading very slow. I did some digging and stumbled across some info about changing the DNS to Googles open DNS servers.

https://developers.google.com/speed/public-dns/

link explains more.

Long story short I set up my router and mac and phone and wives phone with that specific DNS of 8.8.8.8 and did a speed test at speedtest.net I usually get around 60ms ping and it returned a ping of 16ms. I then wondered how fast other things such as youtube and other locations loaded and they are blazing now. So I delve a bit deeper wondering how this would impact my Guild Wars 2 Game play and I am sitting at around 50 fps now and have amazingly noticeable speed increases in load times as well. So hope this helps anyone that wants to give it a go.

Wow, impressive! Thank you for sharing this information.

Hello. I don’t know exactly what you’re referring to, but as is outlined in the Forums Code of Conduct, you should feel free to submit a request for more information to this e-mail address: Forums@Arena.Net.

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 (which is particularly important in this sort of case) — please read this post and provide as many suggested details as possible to expedite the ticket.

Hey guys — Just a few things:

• We don’t have a “PC Team” and a “Mac Team.” So it’s not possible to give you names of people working on the Mac improvements. Basically, development is handled by the team as a whole, with several people picking up or providing input on various parts of a particular project. If we can flag names in the future, we’ll do it.

• I’m not a technical support person, per se. Ashley and others on that team are more conversant with tech issues, and yes, you will see them around — they’re great!

• Just to clarify, I don’t focus on Windows or PC; I do my bit for any player. (Well, there was the guy who wanted to use Unbutu and I had to let him down gently. )

• Someone asked that we pass along a word of thanks to those working on the Mac updates and it was a pleasure to share that message. Thanks for your thoughtfulness.

• All Mac improvements have and will have a thorough QA pass. If something creeps up after release, there can be a dozen different reasons why that happened. But testing is done and with every issue, we learn things that help us prevent future issues. (Nothing will ever be flawless, but each fix is both a fix and an education, if that makes sense.)

• Progress continues on the FPS issue and more is coming in the future.

Ysengrin.6428:

Thanks for the response! The store manager’s reaction was more along the lines of “It happens, come back and try again in a day or two,” but I’ll follow up with the store.

I hope it works out for you, and again, thanks for supporting the game.

Please submit a ticket concerning your account, and ask your wife to submit one for her concerns. We need to work with the account holder, for the most responsible level of account security. Thanks for understanding.

bluestocking.6148:

dan.3618:

How do they get the sent from email “noreply@guildwars2.com” in their phishing emails?

is guildwars2.com not owned by anet?

It’s called “spoofing”. Anyone can make their email address look like anything. Have you ever gotten a spam email that appears to have been sent to you, from you at the same address?

They’re not actually sending from guildwars2.com, they’re just making it look that way. Think of it as a mask worn over the real address.

Very good analogy, and correct information. An unscrupulous person can send an e-mail that appears to come from anyone. If you’re in doubt, one way to check on it is to look at the e-mail’s “properties” to see the actual sending string. Instead of coming from Arena.Net or GuildWars2.com, in fake e-mails you might see our address as “sender” but a string for the actual property that points somewhere very different, even from a completely different country or continent!

ryan.6217:

This is a very stingy request, and I hope I don’t look too whiney, but I purchased the guild wars 2 collector’s edition with early access. Initially I received all the included in-game bonuses, such as miniature Rytlock Brimstone, and the glory points. I recently noticed my Miniature Rytlock Brimestone was no longer in my collections box, and i was wondering if I could get him back? I know this sounds selfish, and I’m sure I was responsible for his loss, but GW2 is a big part of my life, and Rylock Brimestone is honestly my idol in life. I look to his statue on my computer desk and my plush Charrlie ( who i also consider rytlock) whenever I need an extra opinion! It surmise I’d love to know if it would be possible to replace this account item? If not, I’ll live.

In game character name is Master Rayn.

We should be able to help you. 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.

We definitely want to help your friend, so please have him submit a ticket using the suggestions above.

Also, as a general note, if someone writes an e-mail and it arrives successfully, a ticket is created automatically, and the person who submitted the ticket will get an automatic response right away. So if you send an e-mail and do not receive a response, you know that it didn’t come through. If you send an e-mail and get a “We’ve received your ticket” sort of response, you’re good to go!

paulusp.4309 — our GM lead just responded to update this ticket, and once you answer we’ll be able to move forward on this for you!

Kamikae.9536:

~snip~
Please ArenaNet please make this a usable game for us

Hear you loud and clear. It’s great there’s a fix on the way. And we know that you guys will update us on how it works for you. I’m impressed with the Mac GW 2 community and know that, even when a situation is heated, you guys come through with valuable information that helps us a ton.

Xeres The Renowned.3401:

Thank you for the update, Gaile!

Please relay our appreciation to the Devs for their work on this issue.

I will do that. They sit near me, and it’s nice to see them busy at work on stuff that you guys want and need.

FlamingFoxx.1305:

+1 wins for Gaile.
- Gaile is awarded with cookie -

~Passes cookie to devs who are working on the fix. (Snatches a small nibble first because, after all, it IS a cookie.

Moving to front page, since there’s a year-around “phishing season.” :-/

aladinsaneuk.7458:

well

seems that I missed something….

even though both children have guild wars 2, that does NOT mean they have an nc soft account….

so – waiting for the games to arrive – i managed to track down two full versions of the game on disk – and will then log into their nc soft accounts and add guild wars..

may I humbly suggest that it is put in big letters that you do not have an nc soft account, even if you do have a guild wars 2 account….

I’m glad this sorted out ok for you. The fact is, not that many GW2 players have an NC Account and an NC Account is not tied to Guild Wars 2 — they stand separately, even if Guild Wars (the original) was linked to the old NCMA (NCSOFT Master Account, then changed to NC Account). I see your point — people might want to know “Hey, if you have an NC Account that’s not how you get into GW2!” I will ask around and see if that’s something we can somehow add in the future.

Ok, here’s a new update to the update:

The devs have developed a fix that should address certain performance issues you have been posting about, and that fix will be rolled out after testing is completed.

That’s not months from now, by the way. Testing is underway!

I am checking on both the ticket interface questions and the response given, as well. (I suspect, paulusp, that the agent is going through normal process and the suggestion makes sense to me, but I’ll check.)

mercury ranique.2170:

Gaile Gray.6029:

MinoBG — I am sorry your friend is having difficulties, but what these good folks have said is accurate. The best thing is for the account owner — your friend — to contact Support if the game was purchased new and fully sealed. (I’ve known of a few unscrupulous resellers to replace the shrinkwrap on a box after the serial code has been used, but fortunately those situations are very rare.)

Am I correct, when I advised that in such situations one can always contact support to verify that the key is allready claimed by someone else and that the ‘new/faulty owner’ didn’t goof something up?? or is the stance for support that if he gets this error message, the account is secondhandbeyond doubt, and that he got scammed?

I also could imagine (you know I have a huge imagination -wink- ) that support would like to know the source, to track down people using your product as a scam on a professional level.

I said “If the game was new and sealed, then please have your friend contact Support.” Clearly, if someone purchased the game from a used game store, we cannot help. But for new games, of course we’ll do what we can.

If that is confusing, please let me know so I can add more information.

Here is what I learned:

Gem cards like the one you wanted to purchase from Best Buy are powered by a third party, and that company requires that each card be activated at the register. So yes, the cards are authenticated at the point of sale at the register and they must be activated by the clerk. If the store clerk cannot activate them at the register then they will not activate at all. (And we can’t activate them from our end, I’m sorry to say.)

There have been issues with the cards activating fully at the point of sale (the store) even when the store believes the authentication/activation was successful. Fortunately, those situations are very rare. Our Billing Team agent has never heard of a case where the authentication or activation “times out” at the store register. However, when that happens, the retailer is supposed to contact the activation company, and each store should have their contact information on hand in order to get assistance with the activation issue.

I am sorry that the store didn’t pursue this further. I would suggest you contact the store manager and perhaps he or she can figure out a way to sell you a gem card. Alternately, you might consider buying through our Gem Store directly, if that’s a possibility for you and meets your needs.

I am sorry that you have had this hassle, and I hope it sorts out for you ok!

KingJD.9687:

XFlyingBeeX.2836:

Only 2Gb of ram may be a problem

This helped me solve the problem.
Turns out I in fact have 2x 2GB, but one became nonfunctional because the computer hasnt been touched in 6 months.
Must have been dirty or something, so I plugged them both out and back in and cleaned the computer. Now both work again and the game runs smoothly as ever.
Thanks!

Oh that’s great that you were able to get things running properly. Thanks for the help, XFlyingBeeX and sirsquishy!

Just so you know, I don’t dip in here to do a meaningless “feel good” post and then disappear, considering that’s the end of the matter. As I have said — and I do wish we were in a position to speak in more detail, but that’s not possible quite yet — being relatively quiet does not mean the team is inactive on the Mac issues that concern you. Quite the contrary.

Edit: I had asked for player updates about this situation, but got one from the devs, instead. So no need to post about the FPS situation after all. Please see note two posts below for good news!

Ysengrin.6428:

I realize that the real world (brick & mortar store) purchase of gem cards is not handled by ANet, but not sure where else to post this …

About half an hour ago I attempted to buy a Gem Card at Best Buy. Everything went smoothly until the end of the transaction, when authentication of the gem card failed, apparently because the connection to where ever that authentication is handled timed out on the store register.

Was this a one-of, or is there an ongoing issue with IRL purchases? I’m some distance from a store that sells the cards, so I can’t just bop down there on a whim.

I am sorry that this happened to you. I am not quite sure how authentication of the gem card works at the point of sale, so let me investigate that and I’ll respond when I find out more.

Here’s handy info about world transfers: http://wiki.guildwars2.com/wiki/World#Transferring

MinoBG — I am sorry your friend is having difficulties, but what these good folks have said is accurate. The best thing is for the account owner — your friend — to contact Support if the game was purchased new and fully sealed. (I’ve known of a few unscrupulous resellers to replace the shrinkwrap on a box after the serial code has been used, but fortunately those situations are very rare.)

I want to point out that the suggestions provided by a forum member are based on individual speculation and do not reflect how the game or customer support functions. This is one person’s opinion of how things work, and one player’s personal suggestions of how to conduct a transaction.

All forum members: We would very much appreciate if such posts include a notation that the statements are opinion or speculation and are not a presentation of absolute fact. If you care to share official posts that contain such verbiage, then please provide a link so that forum members reading the post can verify that such statements are from ArenaNet rather than an individual forum member’s opinion, speculation, or personal interpretation of how things may work.

I am glad that this ended happily for you, babbage. Enjoy!

Treise.6958:

Been a year now since i’ve seen this topic discussed, do you guys over at ANet have the capability to reinstate a deleted character yet?

No, we do not have the option at this time.

I have been getting another batch of “Hey can you look at this ticket?” or “I got disconnected, what’s going on with the game?” or “I think I’m being harassed, will you investigate?” private messages.

Pretty much anything that brings you to the forums can be posted in the forums and should not be sent to me via PM. Issues of a personal nature, such as individual harassment, should be submitted via a ticket, so the team can investigate.

• If it’s an individual issue, please submit a ticket.
• If it’s a general issue, please post in the forums where the answer will benefit everyone.

Exception: If you know of a game exploit, you should write exploits@arena.net or you can PM me, but sending an email is much the preferred means of the team knowing about a possible exploit.

Thanks for understanding.

Thanks for this feedback. I will let our team know about these oddities!

Smooth Penguin.5294:

Did you click on the little arrow drop down box in the “Issue” part of your ticket?

Good suggestion! I feel that issue drop-down could be a lot more visible! I will see if we can make a change to make that pop.

In the meantime, did that suggestion help you, paulusp? If not, feel free to send an e-mail to Support@GuildWars2.com and a ticket will be created for you. Use a descriptive subject line — that really helps!

Matrixiux.3407:

Hi.

My main lvl 80 character won’t load past loading screen (Lion’s Arch), no matter how long I wait.
Other chars load just fine.

Could maybe some administrator teleport my character to somewhere more stable? I have no clue where it is at, but I believe it’s in “unloadable” place. Char name: “Death Blade Bringer”.

Sincerely,
Matrixiux

Hi there,

I have heard of this situation, and fortunately it is very rare. You will need to submit a ticket in order to get help. 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.

Trinkette.3528:

I was killing in the field in Frostgorge and got a staff drop. (That means on the fly, on my character, I did not go back to town and try to give it to another character.) Pulled a transmutation stone from my bag right then and there and transmuted my Zenith staff I was using to get the better stats but keep the look of the Zenith staff I was using. Tried to re-equip and go on my merry way and it would not equip. It just gives me the choice to Preview or Destroy when I right clicked; although it is account bound. If I try to set it in the weapon slot with my mouse I just get a red outline. So, this is the third day she sits on a hill unable to play.

Also, admitting your in game bug report system “Will never be responded to” is pretty pathetic. First, then why have it? And secondly, the CS in this game is very wanting to say the least. I have been playing for nearly a year and have had to use your CS system through phone, e-mail, in-game and forums for various reasons and have only once received timely and considerate responses.

Please don’t bother responding to the rhetoric as it will just make me more frustrated; just fix my character already please.

It seems to me that the player here have tried to help you with their individual assessments of what may have taken place in relation to the item that you got. Thank you to those players who tried to help.

Trinkette, I suggest that you heed their comments and see if one of the suggestions they’ve made addresses your questions. If you need help in understanding what took place, or if you believe that something is “broken” in relation to your account, then a Customer Support agent may able to help you. But please note: the in-game report system is never intended for personal issues that impact only your account (as opposed to a general game issue) and the forums are a great place to ask questions (and get help from other players) but they are not the place to seek the individual help you may need if something truly is wrong with your account or an item you got. Basically, posting here with an issue and saying “Fix it!” is pointless — that’s not how support works.

Here is how you get support, if you should need it:

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. For tips on what information to provide in a ticket, please read this post and provide as many suggested details as possible to expedite the ticket.

Smooth Penguin.5294:

Trinkette.3528:

I have a Zenith Staff on my character Sirianna. I transmuted it in the field in Frostgorge and now cannot equip it. I am stuck on a hill until I can equip it please as I need it to fight, obviously. I sent a bug fix x 2 and have had 0 responses, so I came to you here.

Thank you for your help in advance.

I think you might have gotten an item that looked like a staff, but was rather something else that your character can’t equip. You then proceeded to transmute the correct skin type to it, but still didn’t realize your character is unable to wield said weapon.

I feel this is very likely.

Art of Beast.4310:

Hello! I would like to know if I can change my dispaly name (account ID)? If yes, how i can do this. Thanks!:)

Hello. We do not currently support the changing of display names, except in cases of a security risk. If a name is offensive, it will be changed by a support agent using an anagram system, when possible.

mercury ranique.2170:

Longer answer: To explain this you need to know how a database work. Each entry in a database has a unique identifier. This identifier is the name of your full record at arenanet. This is your account ID. The only way to change your accountID is to delete your entire record and start a new fresh one. This will result that all kind of things like support history, purchase history, chat history, etc will be lost. So it is something that is very undesirable. the only exception is when your account id is even more undesirable then the side effects. So if it is a violation of the naming policy, you get a forced change (Support determines the new one accountID) and a mark on your new ID for bad behaviour.

With all due respect, I feel that I must point out that the above is not an accurate description of how our databases function, nor does it accurately outline how changing a display name would impact an account. Changing the display name does not delete the entire account record, nor does it skew the actual, personal, individual account IDs, which are not related to the display name, except incidentally, and which, by the way, are never exposed to users.

To answer the question in the initial post, the reasons that we do not support requests to change display names are not related to what happens on the backend, but tied more to ensuring player accountability and focusing on actual issues instead of fulfilling random requests.

eldris.8461:

Hi Gaile, yes I was able to buy gems and spend them. Thanks for following up!

Following up in the least I can do, but you’re very welcome. In turn, thank you for your support of the game!

Inculpatus cedo.9234:

I don’t know. Never heard of them moving people for being inactive. Are you sure your friend’s account hasn’t been compromised, and someone else in control of your account moved to another server? That has usually been the reason when someone returns after an absence and finds their account on a server not of their choice.

If your friend’s character is on a map that is already full, he would go into what’s called an “overflow” map until such time as the map opens up and he gets transferred there (with his permission) later.

We do not move players out of their game world to make more space. I agree with Ic here, I worry that if indeed your friend is on an entirely different game world, his game account may have been compromised. Alternately, he may have moved without remembering, since he’s been inactive and might not recall his most recent world correctly. But again, we don’t move people around involuntarily.

The agent responded yesterday. Please update your ticket with the information requested after you’ve followed the steps outlined in the ticket.

Thanks for updating to let us know you got your gems, and thanks for your support of our game!

Please ask your sister to 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 she owns the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Because we don’t know how secure that e-mail account will be in the future, I suggest your friend create a new e-mail address and be prepared to prove his identity and ownership of the account, because this one clearly is in “disputed ownership” status.

Best of luck to him!

Also, it’s important to not that an account restoration takes place only for a compromise from an unknown third party and that we will roll-back an account only if we are able to track the incident and remove the stolen items from the economy. This prevents people from pretending to be compromised by handing their stuff to a friend and then crying “HACK!”

I separated this from the post in which it originally appeared.

Please make sure your friend is aware that if he deletes a character or characters that change is irreversible. IOW, we cannot restore accounts or reverse char deletions based on a change of mind.

tone.2961:

Hey,

Pretty alarming email saying my account might be shut down or limited unless I click this link in my email.

Any idea how I can go about this? Maybe speak to support, I don’t really want to click the link, with phishing and all.

You’re right. Do not click those links. Just ignore, and check our “A Note about Phishing E-mails” thread for samples of various phishing e-mails. I just know you’ll find yours there.

aladinsaneuk — first, thanks for being a good customer of our games and for being an awesome parent for your kids.

Second, have you gotten this sorted out? If not, add your ticket numbers to this ticket and I’ll see if we can help you. I’m sorry for the frustration and hope this is resolved or that we can get it resolved post haste!

eldris.8461:

I saw. Woo, I might be able to get the offer after all!

Did this end up ok for you, eldris?

That’s correct: You can update a ticket at any time (even if it’s closed) by simply replying to the most recent email with the ticket number in the response. Please do NOT try to update your ticket through the survey — that input will not be seen in the ticket. But you can respond to the email about the ticket (with the ticket number in the response subject line) and a follow-up will be created for you.

Update: 10 February 2014

320765, 320992 Resolved
326393 Resolved
328072 Resolved
327485, 331118 Resolved
326113  Resolved
324383 Access restored; I will follow up on the restoration request.
326868 You updated the ticket yesterday. Please allow the team time to review and respond.
311503 and two duplicates Under review. Please do not make any more tickets.
334452, 334889, 345875 Under review. Please do not make any more tickets.
335021 Under review.
335222 Under review.
315841 Under review.
336614 Under review.
333516 I have responded. We cannot restore characters that you chose to delete to get a free world transfer, nor can we roll back your account.

Once again, you see a lot of people making duplicate tickets. Do not do this!

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: 10 February 2014

320765, 320992 Resolved
326393 Resolved
328072 Resolved
327485, 331118 Resolved
326113  Resolved
324383 Access restored; I will follow up on the restoration request.
326868 You updated the ticket yesterday. Please allow the team time to review and respond.
311503 and two duplicates Under review. Please do not make any more tickets.
334452, 334889, 345875 Under review. Please do not make any more tickets.
335021 Under review.
335222 Under review.
315841 Under review.
336614 Under review.
333516 I have responded. We cannot restore characters that you chose to delete to get a free world transfer, nor can we roll back your account.

Once again, you see a lot of people making duplicate tickets. Do not do this!

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.

Sytherek.7689:

Gaile Gray.6029:

Map chat may not be the best source for information. I am glad you posted here, so we could set your mind at rest.

Facebook may not be the best place for posting announcements.

How about an in-game e-mail?

I see your point, and maybe the team would want to implement such a feature but they certainly won’t see the suggestion here. Please feel free to post that as a suggestion on the Black Lion Trading Company forum.

Thanks!

Map chat may not be the best source for information. I am glad you posted here, so we could set your mind at rest.

Here are exact instructions:

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.