Guild Wars 2

Please do 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.

I am reopening this thread, but want to ask that everyone please keep in mind that these refunds are taking extra time, so please do not post here to follow-up on a refund request. We will give the promised refund, but please be patient and allow the team time to work through each request.

I’d suggest that you consider using the Tickets for Review thread if you need to follow up, but please allow five days instead of the normal three. We know you’re eager to get your refund, but each case has to be researched and confirmed, so we’re grateful for you allowing a few extra days in this case.

Thanks a lot for understanding!

Update: 7 February 2014

307016 – Resolved
326892 – Resolved
326045 – Resolved
321651 – Resolved
301816 – Resolved
302477 – Also 300101 and 320539. Resolved — Account restored.
111648 – We will be fulfilling your request very soon.
319928 – We will be fulfilling your request very soon.
320765 – Under review
311503 – Under review
326393 – Under review
328072 – This is not 3 days old. Please allow time for the team to assist you.
327485 – This is not 3 days old. Please allow time for the team to assist you.
335892 – This ticket is only a few hours old. Please do not post in this thread unless the ticket is at least three days/72 hours old.

• 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.

Update: 7 February 2014

307016 – Resolved
326892 – Resolved
326045 – Resolved
321651 – Resolved
301816 – Resolved
302477 – Also 300101 and 320539. Resolved — Account restored.
111648 – We will be fulfilling your request very soon.
319928 – We will be fulfilling your request very soon.
320765 – Under review
311503 – Under review
326393 – Under review
328072 – This is not 3 days old. Please allow time for the team to assist you.
327485 – This is not 3 days old. Please allow time for the team to assist you.
335892 – This ticket is only a few hours old. Please do not post in this thread unless the ticket is at least three days/72 hours old.

Thank you for posting this. It’s so nice to be able to pass this along to our hard-working and able agents, and we really appreciate the kind words!

A reminder:

• This thread is intended only for tickets that have gone without response for three days or more or for tickets that need a special review after they have been closed as resolved and after three days have elapsed.
• Please do not post in this thread unless the ticket is at least three days old, and only if it is not actively being worked on.
• Please review this forum thread about e-mail issues with certain ISPs. If you are not getting our responses, follow the suggestions in that thread.

In other words, please allow agents the opportunity to fully research and resolve the issue, and do not use this thread as an attempted means to expedite a new ticket.

Thank you.

I suggest if the ideas above do not help, you should 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.

Someone asked for acknowledgment. You got it! Bill is active in this thread as other devs may be as well, but here’s a little added note:

Some of you have noticed improvements, and that’s good. We’re aware that others still are having latency issues, particularly our Mac users. The team is working on the issue/issues.

While there’s no precise timeframe for a roll-out, the Production Director (that’s one of our top guys) stopped by last night to specifically state that this was actively being worked on. See this post. I think that’s relevant and should reassure you these issues are on the to-do list.

ananda.5946:

Thanks for the update, Gaile. If you can’t fix this in the next couple of days, wouldn’t it be good to roll back the changes so you could fix them at your leisure? Right now, mac users cannot participate in any of the group stuff for living story. It would not be nice to have to miss all the events (current and future) because it takes a long time to fix things. Then, after you have fixed the issues and tested it (even on the mac client which obviously wasn’t in the QA process for this patch), you can roll it back out.

As to why people post in multiple places, you answered that yourself- silence. Perception is reality and people perceive that the company does not care about the mac beta client. Just look at the ‘is the mac client feasible’ post: a person comes here and says she is concerned about buying a mac because she knows that the mac beta client is no longer officially supported. That’s how people see it. However, this could be easily fixed by communicating more if there really is work on the client. If there is not, then communicating about that would be equally helpful.

I can assure you that the company truly does care about Mac players. Devs are working on Mac issues, not casually, but with genuine purpose. You’ll see this in the future, but please be assured that Mac is on the team’s radar and an important part of future updates and fixes.

Zaxares.5419:

Thanks for the info, Gaile. I’m not sure if it’s related or not, but is that bug linked to the massive increase in lag and disconnects that I and many other players have been experiencing lately?

The producer who shared the info in the update was specifically speaking about Mac issues. If you’re using a Mac, then yes, I imagine that this bug is related. If you’re using a PC, then I’d think not. I see there is a thread for Network Latency in this forum, and you’re welcome to post there, if you’d like. Basically, the update relates to Macs in this particular case (although all cases of across-the-board latency would be investigated).

Athariel.6530:

Hej!
By any chance is it possible to change registration email? My friend registered his game to Yahoo and has to sit still for about 1.5-2 hrs every day before he receives confirmation email there. Or maybe there’s a workaround for this problem?

Depending on the details, it may be possible for the team to change this. Please ask your friend to submit a ticket and an agent can look into it for him.

Bumping for visibility!

As you may be aware, our ticket system automatically sends a survey after a ticket is resolved or closed. You then have an opportunity to provide feedback on your customer support experience.

Our surveys were changed in the last day or two, and a few people have reported issues – either a broken link to the survey itself or a greyed-out “submit” button. If you have trouble, we’d really like to know the following:

• What browser(s) and Version(s) did you try?
• What is your ticket number?
• What is the error message you receive, if any, or is the option to submit simply greyed out?
• What is the URL of the survey page you were on when you were filling out a survey.

We consider our surveys a very important part of how we improve service for our players. So we want you to feel free to send in a survey in order for us to get better at what we do. If you have trouble sending a survey, let us know in this thread so we can work on any issues that remain with the system, and please provide the info above.

Thanks!

Update provided here: https://forum-en.gw2archive.eu/forum/support/mac/FPS-DROP-WITH-PATCH/page/2#post3605427

I wish we had a bit more to share but this is on the fix list and is being worked on!

Update provided here: https://forum-en.gw2archive.eu/forum/support/mac/FPS-DROP-WITH-PATCH/page/2#post3605427

I wish we had a bit more to share but this is on the fix list and is being worked on!

Hey folks. Just an update to let you know the devs definitely are aware of this issue and are working on a fix for it. As always, we don’t have an exact timeframe — ~official voice:~ “At 10:45 AM Pacific time on blah-de-blah date things will be better!” — but we thought it would be good for you to know the team is on the case!

I will now go post in the Bugs and TS Forums, so that folks there know this modest update. But this really is an OK place to post this issue in this forum. If we do not post a lot in this forum, the issues are reviewed and they are worked on, too.

Thanks again.

Dralyne.5719:

Bump – and honestly if there’d be consistency with replies to tickets, then there’d be less duplicates being sent in. I only sent in one extra ticket because I hadn’t heard back in over 24 hours. I apologize that I spend $$ regularly on the game and expect some sort of correspondence in a decent time fashion. I use to work back-end ticket support so I do understand that things can get busy. I also know that sometimes the back-end will screw-up and even though an e-mail is generate a ticket isn’t actually created on the back-end.

So my apologies for the duplicate AND everyone should try to cut customer support a little slack. They might not be able to get to you within 1-2 hours but when they do more times than none they’re able to come through and help.

Thank you for understanding!

Our surveys were changed in the last day or two, but for those of you still having trouble, we’d really like to know the following:

• What browser(s) and Version(s) did you try?
• What is your ticket number?
• What is the error message you receive, if any, or is the option to submit simply greyed out?
• What is the URL of the survey page you were on when you were filling out a survey.

We consider our surveys a very important part of what we do for our players, and we use them to improve how we operate. So we want those surveys and need them in order to get better. Thanks for completing a survey and, if you have trouble doing so, thanks again for letting us know in this thread so we can work on any issues.

We reviewed this and it was our error. Please keep the gems with our compliments and thank you sincerely for the report!

(This has been addressed and should not be happening in the future. If someone tries to “pull a fast one” by submitting multiple tickets, all s/he will be doing is slowing down the system for everyone. There is a policy for dealing with someone who tries to scam CS or who submits pointless tickets, so just don’t do it and all will be well.

You are not required to fill in each space on the support form. Please provide all the information you can provide and a CS Agent will do his or her best to help you.

ATCAlpha — I’m glad we’ll be able to help you. It may take a few days, but we’ll take care of that.

As far as the e-mail addresses…

mercury ranique.2170:

ATC Alpha.4098:

Yes, I realized that after reading more carefully, strange that you have to type it twice.
Waiting to get my flamekissed armor refunded.

You dont have to really type it twice.
The first email-adress you enter is the emailadress they can contact you on
The second emailadress you enter is your login name

Imagine this scenario. You are a customer of providerabc. so your emailadress is alpha@providerabc.edf
At one point you find out that provider abc is bad and you change to providerxyz. so your emailadress changes too.

You need support to change your emailadress but your ardess and and your login email is now different. you need their help and you will be thankfull that they split those two questions

Yep, mr has it right. The only thing I would change is this:

Contact e-mail address: The address we can use to contact you
Account Name: Your log-in name, which is in the form of an e-mail address but may not be the same as your contact e-mail address

This is why when people have trouble getting our e-mails, we’re ok with them contacting us from a different e-mail address. We do go through a verification process, so make sure that the person on the new e-mail address IS the owner, of course. But having a different e-mail address for your Account name and contact e-mail address is ok!

Yes, please do 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 will investigate. Thanks for letting us know!

If you need help with your account, please submit a ticket and we’ll be happy to assist.

Please submit a ticket.

Bumping because this still applies.

This has been resolved and your friend’s account is back in the game. As far as I can tekkm this issue was handled properly.

In the future, I ask that people not post individual threads for situations of this nature, but instead post the ticket number and a very brief description in the Tickets for Review thread. Please do this only if an issue has gone without response from an agent for more than 3 days because sometimes a complex issue takes more than 3 days to resolve, but if it’s being researched, it doesn’t need a follow-up.

Smooth Penguin.5294:

Please read the forums for answers:

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

And again, you may submit a ticket, but be aware if your provider is blocking our mails, you may need to jump through a hoop or two to get the mail, up to and including possibly creating a new e-mail account with a less problematic provider so that you can discuss your account issue. (Be aware that in such circumstances, in particular, we will need to verify that you are the account owner — that is essential for security so please be patient with that process.)

I think this thread has devolved into a “Why don’t I have my refund” thread and that’s not what’s intended here. Again, please allow time for an agent to kitten what you need and get it to you. And as always, if you have waited three full days without a resolution, you are welcome to post in the Tickets for Review thread. Thanks for understanding.

Smooth Penguin.5294:

JBDanger.2603:

Gaile Gray.6029:

gidorah.4960:

aren’t we past the point where them being aware of the issue is enough? they should have addressed this a week ago and the silence seems to be creating problems? don’t you think instead of you someone who does have the knowledge and expertise should be here?

No, not at all. This is the Account Issues Sub-Forum, and posting on the subject of dissatisfaction with a design decision is quite off topic. I thanked everyone for his or her good manners earlier, and you will note that I asked them to post elsewhere. (The forum people tell me that posting in the Guild Wars 2 Discussion or Black Lion Trading Company sub-forum would be a good choice.)

So no, this thread isn’t where we’ll be discussing the matter, where previous content in this post was more related to an actual account issue (or the perception of one) and was appropriate for this forum.

So couldnt you move this thread into the proper sub forum instead of making them create a whole new thread only to get overlooked for another week? Why make them jump through hoops when all you have to do is a few simple clicks? Sounds like a good business practice to me. They create a problem and wont discuss it because its in the wrong sub forum? What a joke! Wait, whos the OP that started this thread in the wrong subforum? Guess us players need to quit discussing it here then!

This thread was to discuss something completely different, hence the suggestion to go to the General or Trading forums. Perhaps you should read the first page, and see that this thread was derailed.

Thank you. My involvement on these forums — my focus — is the review, analysis, and resolution of account issues, sort of an analyst/advocate role for account-related issues. This forum thread was created to outline the process of refunds in relation to duplicate Infinite Gathering Tools. My activity on this thread — and in the forums in general — is not an invitation to ask me to or demand that I speak outside my area of focus. I cannot and will not engage in off-topic discussions, and while I am sorry if that disappoints or upsets you, if you will step back and look at this thread objectively, you will see that that never was the purpose or this thread.

At this point, with regret, I’m going to lock this thread. I will post if there is any information about refunds in relation to the IGTs.

Vol.7601:

UltraSaX.8603:

Is possible to request a refund for the Flamekissed ?
Because i’ve payed 800 gems to have the old Flamekissed and not for the new one.
I not like this one and want a refund.

They said back then that you can make a request if you do not like it. Send a support ticket.

Yes, you may request a refund. Click “Support” at the top of this page, then “Submit a request” and outline your request. Please be aware that processing your request may take a few days, so please allow sufficient time for the Customer Support Team to handle this for you. If you have questions or wish to update your ticket, please do not submit a second ticket but simply update your existing ticket by responding to the e-mail that you receive.

I am shamelessly bumping this because we want to make sure that you do have the option to send a support survey, if you want to do so.

Is anyone having difficulty with the survey? Either a broken link or a non-functional “submit” button? Alternately, if you have been able to submit a survey it would be super-helpful for us to know that, too.

Thanks for any updates you can provide.

ShinNakon.9085:

Just curious how long support will take. Sent in a ticket over 2 hours ago with a reply that a senior member was going to look into it.

-and -

ShinNakon.9085:

Just sent in one ticket but this is keeping me from going to WvW or doing anything. I can’t run around looking like I nabbed a piece of fire armor from Elton John.

While we know everyone would like a very rapid response, these requests will take time because there are several possible scenarios involving the armor set and each ticket must be reviewed with care to ensure the agent gives the right response and takes the appropriate action. You would not get a response within 2 hours — there’s nothing alarming about that. I’m sorry if you feel you cannot play right now, but you will be served as soon as possible.

Support is not down. Please try again. We had a momentary time-out that lasted bout 10 minutes but was resolved two hours ago. Should be up and running now. If you cannot access support, please post so I can follow up.

Hey folks. We are taking care of everyone who is getting in touch to inquire about this. However, the process will take a bit of time. Thank you in advance for your patience — we’ll fulfill requests in the order received. (Please do not submit multiple tickets — that will slow your response!)

Thanks.

Important info here. Moving to front page.

Keeping this on front page.

Bumping again to keep things efficient

gidorah.4960:

aren’t we past the point where them being aware of the issue is enough? they should have addressed this a week ago and the silence seems to be creating problems? don’t you think instead of you someone who does have the knowledge and expertise should be here?

No, not at all. This is the Account Issues Sub-Forum, and posting on the subject of dissatisfaction with a design decision is quite off topic. I thanked everyone for his or her good manners earlier, and you will note that I asked them to post elsewhere. (The forum people tell me that posting in the Guild Wars 2 Discussion or Black Lion Trading Company sub-forum would be a good choice.)

So no, this thread isn’t where we’ll be discussing the matter, where previous content in this post was more related to an actual account issue (or the perception of one) and was appropriate for this forum.

Sorry for my misinformation earlier. I amended my post, as per the request of the forum team. Thanks.

VincentDW.9376:

Since Gaile has suggested that the Black Lion Trading Company Forum is the best place to continue to discuss this topic (https://forum-en.gw2archive.eu/forum/support/account/Infinite-Gathering-Tools-Some-Info-for-you/first#post3578602), I suggest we do so there. There are already several threads on the first page of that forum on this topic, so take your pick.

Thank you. The forum team let me know that posts about the subject are fine in this thread.

Guys, I appreciate your faith in me (at least I think that’s what you’re showing ) but I am not in a position, and do not know the knowledge or expertise, to respond to the threads you’ve pointed out. Yes, I can read them, but I am not able to answer, nor should I.

I am confident that the team members who are directly involved in Gem Store items are aware of the thoughts being shared in the threads. Thanks for understanding.

trampled underfoot.4523:

Thanks Gaile et al. It worked. It’s probably been explained before but I haven’t read the forum for such things before. Anyways, appreciate it.

TUF

Great, glad all is well!

Have you bothered to take the advice given you? Have you tried updating your ticket to ask these questions? Apparently you’d prefer to post complaints across multiple forums rather than gain an understanding of your personal situation. Please update your ticket to discuss, and do not use the forums for a matter that cannot be addressed via the forums.

As far as I can tell, an agent gave you the correct answer, and the forums (multiple forums, in your case) aren’t really intended for housing or addressing your opinions on the matter of your response.

This is an individual technical support issue, it is not an account issue, such as access, hacking, etc. Please continue to discuss this with our Technical Support Team via your ticket. I assure you that the team has a lot of background in technical support.

Guild Wars 2 is not having issues of the nature that you’re experiencing. Yours is an individual issue where you are experiencing packet loss all the way down to the servers, as has been explained to you. They also have informed you about how you might start to address the problem. Please heed their advice.

Is everything ok on this now, Arathor? If not, I suggest 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. The team should be able to assist you.

Account sharing is the major cause of irresolvable tickets. These are very sad, and consist of tickets where the account ends up closed because ownership cannot be proved to belong to any particular player. Not only is account sharing (accessing someone else’s account for any purpose) prohibited by the User Agreement, but it is strongly discouraged by common sense.

Ragnarok.4816:

Hello,
I have a similar problem.
I save my ascended mats on low level alts and absent mindedly deleted the one with the most mats (more then enough for full ascended gears and enough weapons).
I’m extremely annoyed at it, since these were mats from 3-5 hour WvW gameplay, so we’re talking a lot of stacks.
I already made a request, I really hope that what Smooth Penguin said is incorrect. Gaile, if you would just have a peek at it aswell please: " Request #315614 "
I would be extremely grateful.
Best Regards,
Ragnarok/Viriato

I will review an issue, but it must be placed in the Tickets for Review Thread (above) and must be at least 3 days old or older, so that the team has had time to resolve the issue.

Please keep in mind that purchasing from a third party carries inherent risks and buying a used copy is an incredibly bad choice, because the account will always be “owned” by the original registrant and not someone to whom he resells it. That means you can’t get support for the account, the owner might try to sneakily reclaim it, etc., etc. If your friend decides to buy the game, I encourage him to choose the supplier very carefully, buying only a new account from a reputable source.

ShiningSquirrel.3751:

Since you have already linked your accounts, your login and password would be exactly the same as GW2, and the same as you would use to login to this website as well.

This is correct. However, if you continue to have trouble, please feel free 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 you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.

Yesterday’s issue may be completely unrelated to this situation. The CS team would like to look into this for you so 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.