Guild Wars 2

This appears to have worked out for you. I’m undeleting the first post, Mobius, because having responses with no original post is confusing, and your situation and its resolution can help others. Thanks for understanding.

Destai.9603:

Thanks, I got it taken care of by support. Quick turn around!

Very happy to hear that you’re ok and that you were helped promptly.

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.

Jelle.4623:

Thanks! Will do that, I tried looking for an answer here before bothering the support =) cheers!

That’s really nice of you, Jelle, and we appreciate it. Please do go ahead and contact Support for this.

Bane.9356:

I tried to enter a guild wars 2 1200 gems card into the BLC but with no luck. This card code was just scratched today but can not redeem on the trading post.

Hi Bane — sorry you’re having trouble. I would suggest that you contact Support so that they can help you sort this out. As far as we’re aware, there are no systemic reasons that the cards would not work, so personal attention will be given to this issue.

We simply do not have the ability to make these changes. I don’t know that there are plans ever to program such alterations to a character, but I rather think that is not on the table or would be given a low priority if it is something that the team would want to do.

I’m sorry that you’d like to make changes that are not possible, but when you think about it, the character is “born” when you create it, and swapping things relating to the character’s personal story, diety, or race would be — in an RP sense — as impossible as changing our personal history in real life.

fakdisdude.3178:

Same problem still.

Can’t sell and Can’t send Emails to anyone.

Hey there. Since we have the “All Clear” I believe this may be an individual account issue. If you have tried since 1:00 PM Pacific, could you please submit a ticket to Support so that a team member can look into this with you? Thanks.

Please submit a ticket, nothing can be accomplished via the forums (or through an in-game report, which does not have anything to do with actually submitting a ticket and doesn’t apply to purchase issues).

Click Support above
Choose “Submit a request” in the upper right
Fill out the ticket form with an many details as you can provide.

The team will look into this for you. Thank you!

Sgloomi.4103:

Still bugged when selling. Instant ‘Error Attempting to Sell’, just like it was six hours ago when the problem started.

luxymonsteri.1078:

Can buy stuff just fine but can’t sell anything. :<

Empathy.8360:

yeah same problem also, can’t sell. XD

I will report these notes to the team. Thanks for updating us.

The Trading Post is in maintenance mode right now, due to a problem that appeared in the early hours of Sunday morning, Pacific time. We’ll correct the issue as soon as possible.

Many times, correcting the back-end issue corrects all the “symptoms,” and you may find that your transaction will complete just fine. If you could please allow a few hours for all the queued transactions to resolve, then check again. If you find you the out-bound payments and in-bound items don’t align, please contact Customer Support with the date, time, and exact details of the transaction. Thanks!

The Trading Post is in maintenance mode. A problem was discovered earlier this morning. It seems to have begun about 4:30 AM Pacific Time, so that might align with the time you were having difficulties. Once the TP is back online, things will settle, but if you have issues after waiting a few hours (sometimes the system needs a bit of time to catch up) then you’re welcome to contact Customer Support.

GscGunner.2419:

They won’t just give your gold because you told what happened. you either need proof. or be less stupid, if the trading post is not responding/ not given anything back. dont keep buying.

i bought 20 crystalline dust and 40 molten cores, i didnt recive them. nothing happend, no gold taken off. But half an hour ago i recieved those items and i dont think i actually paid for those items, or it really must have slipped through without me noticing

It’s very honest of you to let us know that, and helpful, too, because sometimes quirks like that help us resolve an issue. Can you take another peek after the maintenance mode and see if the incoming items and the outbound payments synched up? I’m curious that about and thanks again.

Bo Van Swill.7619:

Gaile Gray.6029:

ninth.2938:

I kept on trying to buy Pile of crystalline dust earlier but TP was bugged, so now i opened it and i keep slowly getting a lot of it because of the many times i clicked before that and it keeps draining my gold and i cant retract my bid, any suggestions?

I would suggest you not interact with the Trading Post while it it in Maintenance Mode. The sort of things you’re seeing might balance out after the system is brought back online, but it would be best to wait for an All Clear on the TP being back online.

i had bought the items before i knew there was a problem as it stands now was told at the time of buying that it had failed because no listing matched my offer not that there was an issue with the tc. Now i have 100G worth of stuff that i did not need because i was told it had failed

Please contact Customer Support so they can look into the matter for you.

ninth.2938:

I kept on trying to buy Pile of crystalline dust earlier but TP was bugged, so now i opened it and i keep slowly getting a lot of it because of the many times i clicked before that and it keeps draining my gold and i cant retract my bid, any suggestions?

I would suggest you not interact with the Trading Post while it is in Maintenance Mode. The sort of things you’re seeing might balance out after the system is brought back online, but it would be best to wait for an All Clear on the TP being back online.

If you have unintended purchases, you should contact Customer Support and discuss the situation with them. Thanks.

goldenwing.8473:

2nd purchase of gems from earlier today came through.

2 of my guildmates have successfully bought gems as well.

Glad to have things back to normal for the weekend.

Thanks to everyone at ANet, Gaile for keeping everybody informed and all the patient customers for keeping this thread pleasant.

Glad to hear that all is well for you and your friends. We really appreciate the positive tone, and are glad this was resolved relatively quickly.

Arathor.7419:

i just bought a gemcard but the redeem code gives an error that i have to contact costumer support is it still down ??

Ah, that’s why I dipped into this thread, in case there were any players who had issues. Here’s what I can tell you. The problem with the Gem Store* first seems to have cropped up at about 8:00 or 9:00 AM Pacific Time (-8 GMT) on Friday, January 31st. The billing server was placed into maintenance mode at a bit after Noon Pacific Time so that purchases and the redemption of gem codes was suspended. The issue was resolved by about 10:30 Pacific Time that same day, Friday.

So if you had problems on Saturday — which I think is what your post time-stamp shows me — then the situation you’ve encountered is outside the overall issue and yes, please do contact Support so the team can help you. Click “Support” at the top of this page, and then “Submit a request” and someone will look into this for you as soon as possible!

*The Trading Post currently is in Maintenance Mode, but that would not impact your situation.

Ok, here’s the “All Clear” we promised. You are clear to purchase gems and redeem gem cards now. Maintenance is complete. Yaaay! Now, please note that the resolution of previous orders (from earlier today) could take a bit of time, but the gems will show on your balance within the next few hours at the most.

Thanks a bunch for your patience!

Seabreeze.8437:

I want another character slot. So I logged on this morning, ready to buy gems when I noticed that the gem purchase option was disabled. I thought, “that’s weird, but hey, the redeem code option is still functional. I’ll just go buy a card.”
So I hopped in the car and drove a short way to the mall where I bought a gem card. I wandered for a bit with my bro and our girlfriends until we all wanted to go back home to feed our Guild Wars addiction.
We all went home, with gem cards in hand. Scratched off the little code. Logged on to redeem our gems.
…Redeem code is disabled. Well alright then!

I’m not upset, mind you. We actually all had a good laugh. Hope this gets fixed soon though. My charr necromancer is itching to get out of my head.

So sorry, Seabreeze! And thanks for your good attitude.

Taisia.2813:

I guess this thing will be down till Monday?

This is still being worked on. I don’t imagine we’ll set it aside until Monday, but will continue to work with our provider to get this resolved.

Sorry for the delays!

If you are being asked to rename your character, please choose a new name that is a bit less suggestive. When you think about it, anything with “Lusty” is going to catch the eye and result in some number of name reports. I don’t know if the agent who reviewed it flagged the character for renaming, but if that did happen, you should steer clear of that sort of reference with your new name and you will be fine.

Edit to add, to be clear to the plethora of people who decided to continue to discuss this in removed posts: The word “lusty” is not offensive, in and off itself. It does “catch the eye” though, as I said. It is how the word is used in a name that is assessed and that factor determines whether it is censored or not.

Sandra is correct. At the present time we do not have a free trial or demo on offer. That could happen in the future, but at the present time it’s not possible to invite a friend to try the game for free.

You might want to visit www.guildwars2.com from time to time to see if a free trial is offered.

Guys, for the most part I think this has been a civil and helpful conversation. I want to thank you (well most of you) for keeping a constructive tone, and sharing your thoughts.

I believe I understand your position better now, and that’s always a good thing. If my “Generic SmartPhone” analogy wasn’t quite right for you, I apologize. It made sense to me. It makes sense to me now. But I understand some of you don’t agree.

Anyway, this thread started as and is intended to provide information about a support-related situation that involved item refunds. I’d like to keep it on that topic, because there still are some people who may desire to request such a refund.

If I could ask you to share your thoughts on the item in the appropriate forum — I am pretty sure that would be the Black Lion Trading Company Forum — I’d appreciate it. Please know I am not trying to deflect or shut down the discussion, just get it where it belongs and is most likely to be noted.

Thanks for understanding.

Well, I merged this thread and it got a little topsy-turvy.

I’ll post my latest again in this new merged thread:

Hey there. Just an update. Some transactions are processing, which is great news. (Thanks for posting, goldenwing.)

In the meantime, all hands are still on deck and we’re working towards a resolution but are not quite there yet. We’ll post an “All Clear” when we can.

And again, thank you for being so patient with us, and thanks — especially — for your continued support of the game through the Gem Store!! ~major kudos!~

Update for you, to keep you in the loop. Some transactions are processing, which is great news. We have confirmation within the system and on the forum from a player or two, so that’s good.

The team is working to correct this problem for everyone and they will continue to do so until it’s resolved. We are not in an "All Clear” position yet, but work continues, testing will take place, and we’ll post when we’re good to go.

We want to thank everyone for being so patient. Also, I can’t say it enough, so please bear with me on repeating this, but it’s from the heart: thanks for your continued support of the game through the Gem Store!! <3

Suit.3852:

Yes but i get them after thay repair this ? this is a question

Yes, you will get those gems, you bet! If, after I post the All Clear, you do not get them within 2 hours, I’d suggest you submit a ticket to let us know. But from all we can see, the gem purchases and gem code redemptions are “queued up and ready to go” as soon as the temporary issue is resolved, so a ticket won’t be necessary unless your situation is a bit different than most.

As I said, let’s get that All Clear, then give the system a few hours to shuffle through things and sort them into the right boxes. (I have this image of an old-fashioned postal worker hand-sorting the envelopes for his route. But don’t worry, our technology is a little more 21st Century. )

Hey there. Just an update. Some transactions are processing, which is great news. (Thanks for posting, goldenwing.)

In the meantime, all hands are still on deck and we’re working towards a resolution but are not quite there yet. We’ll post an “All Clear” when we can.

And again, thank you for being so patient with us, and thanks — especially — for your continued support of the game through the Gem Store!! ~major kudos!~

Behellagh.1468:

But they want to make sure that everyone who bought or redeemed gem cards get’s what’s owed them so they are going to check their sums twice as well as rooting out the problem and fixing it.

Thank you — that’s exactly right! We want to resolve this so that everyone gets his or her gems, so great care is taken to sort it correctly.

Sinaya — It turns out that gem cards function like credit cards — sorta. So you would not be able to use the gem card right now, since its implementation would go through the Billing System, which is in maintenance mode.

Sorry for my previous statement. I learned something new today.

Sinaya.4201:

Just to check, are retail-purchased gem cards still working?

~EDIT:~ I made an error in my post, in that gem cards do use our billing system. so I’m editing to remove my error, but making a full confession by leaving this post intact.

Yes, I see your points, Lilith, and I respect there are many different ways of looking at things. I just don’t want RD to feel bad, or betrayed, or somehow feel negatively towards us, as a company. That really is all I’m hoping, because I <3 ArenaNet and I believe we do right by our players.

goldenwing.8473:

Gaile Gray.6029:

There IS an issue, and we apologize for that! We’re working on getting that fixed ASAP! We will update when the problem is cleared.

Thanks Gaile, I know you guys are.

Just wanted to post in case other folks were having problems, had not seen any mention elsewhere.

- Waiting patiently

Many thanks, folks! It’s good to help other players keep informed, and we’ll keep noses down until this is fixed.

Rising Dusk.2408:

Gaile Gray.6029:

If you sell items over a year, and then say “This is the latest and best” that’s not to suggest that previous items weren’t good, just that the most recent is the best. And if in the past, the item offered was the best of its class, that can change too as time passes.

It’s still a shoddy business tactic and scares users like myself into never buying upgrades or convenience items for fear that something down the road will come out that’s better. This new pick really disappointed me and shot a lot of my confidence in the gem store. Now I can’t even bring myself to get the Salvage-o-Matic because “what if something better comes out”.

RisingDusk — really? That makes me think of a good friend and former neighbor. He worked in the tech industry, but never bought himself a home computer. Why? Because he was afraid that “they” would offer something new — faster processor, better video card, improved RAM — and he’d then be “behind” in his tech. So he went without because somewhere, down the line, another something came along that outperformed what he could have been using, with great pleasure, for years!

I am using a… let’s call it “Generic SmartPhone 4,” and I know I should upgrade to the 5, but I worry that the minute I do it, the Generic SmartPhone 6 will come out. And about daily, I tell myself, “Just go get the upgrade” and I’m going to do it this weekend, but I should have done it months ago.

Sorry, long post. The point is, I wouldn’t let “what might be, by and by,” influence what you do in the here and now. Just my opinion, of course. Your mileage may vary!

ARAGON.8759:

On confirming e- mail,there is an transaction number and a red customer service tab in case there are any problem.if you hit that red tab -a gw2 pfishing alert page comes up.not very helpful site when i just made a credit purchase.

ARAGON — I did not know that! I’m sorry, I haven’t seen that link, and I agree — it would be very worrisome to get the flashing “THIS IS A BAD SITE” message! :-/

Let me ask about this as soon as the Billing issue is resolved, ok? (I don’t want to take the team’s attention right now, but I agree we would want to make sure our links are all squeaky clean!

Oh Voodoo, if you don’t want those gems, we can get you a refund, just submit a ticket. Hopefully you’ll find a need for them, but we don’t want you to keep gems if you didn’t intend to buy them.

Saint.4165:

So are we talking minutes? hours? DAYS???

You can be sure this is a priority and that folks are working on this right now. I’m sorry but we couldn’t predict a resolution time at this point but if this follows normal patterns I think it’ll be addressed soon. (And yes “soon” is not precise, but it’s the best I can do. Thanks for understanding.)

I believe you posted while I was posting. Yes, this is a known issue we’re dealing with as a TOP priority. Should be fixed very soon and we’re sorry for the inconvenience!

I’d say that those of you experiencing this issue can hold off on submitting a support ticket because the purchases are all recorded and will be fulfilled when this is fixed. If we need you to file a ticket, we will let you know.

In-Game Billing is in maintenance mode while we address a problem with purchase fulfillment. If you had a previous balance of gems, you can continue to use the Gem Store.

Gems purchased within a few hours of this maintenance period will be delivered as soon as possible. Thanks for your understanding.

The team is working on this. Don’t worry, you will receive your gems as soon as possible.

We are sorry for this issue and thank you for your patience.

On the other comment: What “phishing site” are you talking about? Our support is located off the top of the page, “Support.” It may resolve to a different address, but if you enter from our page you’re going to the legitimate support site. Hope that sets your mind at ease!

goldenwing.8473:

Gems not showing up after purchase issue – today only

Purchased gems twice this morning. Game was slow to respond. Purchases completed and gems did not show up either time.

Contacted support who said they are aware this is an issue and they are working on it.

If you are having a problem, feel free to submit a support ticket, however, was told that in all likelihood, once the issue is fixed, the gems should just show up.

PS: in general, if there is an issue purchasing gems, submitting a support ticket IS the way to go. Turnaround time (other than weekends) is generally very quick… I have done this successfully at least a half dozen times in the last 18 months due to the large volume of gems I purchase.

There IS an issue, and we apologize for that! We’re working on getting that fixed ASAP! We will update when the problem is cleared.

In order to ask about that phrasing I need to see it. I’m sorry — I’m definitely not meaning to say “If you can’t show me, it wasn’t said” but I don’t want to take a team member’s time to ask about this if I’m not able to point at it, you see?

A lot of times, people say “It was on the Guild Wars 2 Official Forum!” But it was there because a random forum member said it, not us. That could be the case here. Or maybe there was content that said that. I just don’t know.

I guess really whether or not that statement was made is somewhat off the original topic, anyway. Items differ, and what is valid at the time of the sale can change. It would be foolish and time consuming and extremely costly to refund everyone every time we offer a newer, better items.

If you sell items over a year, and then say “This is the latest and best” that’s not to suggest that previous items weren’t good, just that the most recent is the best. And if in the past, the item offered was the best of its class, that can change too as time passes.

I’m thinking of a certain store I like that has “The greatest sale of the season” and “the best sale of the season” and “the best sale of all” and all sorts of things. Basically, they have stuff on offer.

Rajani Isa.6294:

On the plus side, you only paid 800 vs the 1000.

And had the use of it for some time prior to the release of the new one. People often forget that and it’s an important consideration.

Inculpatus cedo.9234:

If you have another source, I’d be thrilled to see it. =)

I don’t always read everything we say about new products, but I sure haven’t seen that in our materials. If we did say that, please let me know. Thanks.

Aedelwulf.4397:

I haven’t logged into GW2 for a while, and was clearing thru my spam folder and found this message

ArenaNet noreply@guildwars2.com
Jan 16

to me

Guild Wars 2 Account Will Be Shut Down Inform

We are sorry to inform you that your login account {redacted}will be shut down or partially limited within 72 hours due to currency transactions or abnormal login. If you want to remove restrictions, please click the following link to validate:
https://account.guildwars2.com/login?
Please keep in mind that Guild Wars 2 is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.

https://www.guildwars2.com/en/legal/

Guild Wars 2 Account Support Team

Should I be concerned or is this just a poor attempt at phishing?

Another &^%#&#% phishing attempt. ~grumble~ You can keep abreast of the latest in this thread, with phish-y samples: A Note about Phishing Emails. (And yes, this sample is in there, as is the one above your post.)

I’ll just take a peek to verify everything is as intended. May I have your ticket number?

Hiakachi — I understand you’re frustrated, but where would you go to find a phone number? To the “Support” link at the top of the page. And that would lead you to “Submit a request” and that would lead to submitting a ticket. No one on the forums can magically go into your account and make it work. You need to discuss this situation with a support agent, and that happens through a ticket. (We don’t offer phone support because it has proven to be an inefficient system for support. We staff agents 24/7/365 and they generally are able to respond quite promptly.)

Note: If you submit a ticket, please await an answer. Please note that some ISPs block our responses, as shown here: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424. Please allow our agents time to answer, but if you still have not had a response in 3 days, you may post in the sticky thread above: Tickets for Review – 3 Days and Older.

Lastly, critical to any review of a ticket is the ticket number. Always include that. In fact, in this case I cannot tell if perhaps you have submitted a ticket, but certainly I see no number so cannot review this for you in any medium.

~EDIT~

ILionHeart — I had initially asked you to submit a ticket. However, we discovered an issue with the Gem Store that was delaying deliveries, and while some at going through, they may be delayed.

I think I would as you to hold off on submitting a ticket until we complete the work on the Gem Store. If you do not have your gems after that time, then submitting a ticket would be advisable.

Thanks, mr and Ic. Your answer is correct: This is NOT something that can be reported in the game. There isn’t even an option for this sort of issue in the drop-down options menu for in-game reports.

For future reference, unless you are reporting specific issues listed on the in-game report list, you should contact Support directly. And contacting Support means reaching out to Support through a ticket. Click “Support” at the top of the page, then choose “Submit a request” to open a ticket.

However, I can tell you that birthday gifts are given for the birthday of a character and not for an account, and therefore they are, appropriately, bound to that character. FYI: http://wiki.guildwars2.com/wiki/Birthday_Gift It makes sense to me.

You know, my first question would be, Are you proxying? But I feel sure you’re not — you’re just logging in from your home.

I would recommend you contact your ISP and ask about this. With time, the requests for approval/authentication should drop or end because the system “learns” what you approve and allows it, over time. But if somehow it’s pulling a remote location each time and that raises alarms, well, I’d want the ISP to answer why it’s showing the Oklahoma IP for a Washington user.

ISPs are familiar with authentication systems, so they should be able to answer to your satisfaction. Alternately, have you considered mobile auth?

Addressing this common misunderstanding is on our “to do” list and we will be making a change that will make it more clear that the Account Name is the e-mail address and not the display name. It’s a surprisingly complicated change to make, but it’ll be made in the future!

You’ve opened a new ticket. (I imagine the response to ther first one was caught in the e-mail situation, where it was blocked by the e-mail provider.) The forums aren’t intended for immediate follow-up on a support ticket; you need to allow time for the ticket to be resolved, and of course no forum member would be able to tell you how this could be resolved from a support standpoint. (If you want player feedback, please use the Players Helping Players Sub-forum.)

So basically, you’re waiting to hear from support. Unless it has been more than three days without response, please await the response of an agent. If you have not had a response in 3+ days, post in the Tickets for Review thread.

Ah, I’ve seen this one before! Let me see if this helps you:

First thing we’d suggest is:

• Locate and delete your local.dat file which is located in your Documents > Guild Wars 2 folder.
• Reboot your computer and launch Guild Wars 2 again.
• After seeing the “1 file remaining” message, a secondary protocol should kick in to download the file from the backup system. This usually takes about 10 minutes.

However, if you completely reinstalled the game, I would think your dat file was replaced. Could try that, anyway, or try this odd trick and see if it helps:

• Change the language for the launcher (top right-hand corner) to another language (other than the one currently set) to see if the download completes.
• If it does, once the download completes, you should be able to change the launcher back to your original language and log in and play again.

Failing that, I’d suggest you submit a ticket and see if a TS agent has other suggestions.

Our in-game billing system was placed in maintenance mode this afternoon about 1:00 PM Pacific time to allow us to address a problem with purchase fulfillment.

Purchases cannot be made and gem card cannot be redeemed during the maintenance. If you had a previous balance of gems, you can continue to use the Gem Store. Gems purchased today will be delivered as soon as possible. At this time, you do not need to submit a ticket, for the gems will be delivered as soon as the store is out of maintenance mode and back on-line.

Thanks for your understanding.