Guild Wars 2

Bumping, because I merged some threads and I’d like to keep this at the top.

As Behellagh has pointed out, you’ve made multiple posts (across sub-forums) about your personal issue. I’m closing this thread and I’m letting our moderators about this situation.

We will not refund money that we did not receive. You purchased from someone else. Take your refund request to the company/person/shop to whom you gave your money, but certainly it’s inappropriate to make multiple threads about this matter.

We would appreciate some feedback from players if you are still experiencing this issue, that is, if you are asked to submit a survey but find you cannot, you know, actually submit it.

• 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’re looking into this. Some players are getting their responses through to us, but we’re wondering why others cannot send, so your help would be greatly appreciated!

sirsquishy.8531:

Coincidence. They change software so when the issue occurs people expect it was the change. Happens with just about anything these days.

If it was the patch, everyone would be affected. And I’ll attest I have no lag/log-in issues.

You need to trace the issue out in the network. Just cause your VOIP and Skype, other games, are working doesn’t mean ANYTHING. Each of those services paths to different stats/countries, and they will all hit different ISP’s along the way. You need to trace route from you to the end point to TRULY troubleshoot the issue.

With out traces there is nothing that can be done.

I agree with this. The first place to start is pulling trace route data to see where the issue is.

We had quite a number of latency (lag) reports this morning from European players. They started about 8:00 AM Pacific Time and ended about 9:20 AM Pacific. From our viewpoint it appears the issue was resolved.

Are you still having issues? Have you run a trace route? What does it show?

Thanks.

I did send an email, and followed up, but I need to ping people again to ask about this. It seems to have cropped up about Tuesday, but I don’t know if it has been corrected or not.

If you can submit, could you please let me know? If not, thank you for being patient about this and I will continue to try to get this fixed and/or more information about the problem.

mercury ranique.2170:

Just curious, and to have the complete picture. Is there anyway around that (can you change it?) ??
In my country (the netherlands) it is not common to have a creditcard. If people do have one, they are not commonly using it. That is why inside the netherlands there is an alternative system to pay online called iDeal(something Anet might consider supporting -wink- ). If I ever move to NA (no concrete plans for it) I prolly will own a creditcard in no time, but very curious, if you have a way to change it.

Yay Netherlands! (I was there in April and May last year. Keukenhof is amazing and I fell in love with Arnhem’s Open Air Museum!)

Oh dear, I believe I was just off topic, so I will apologize and move on. ~cough~

~Professional voice here~ In situations such as the one you describe, our Billing Team may be able to assist. There would be certain precautions taken in such a case. If someone moves, it’s best to submit a ticket and ask to speak with a Billing Team representative, because they have all the information needed to answer specific questions about one’s personal account and the situations that may surround it, like credit cards, gem cards, payments methods, etc.

Update: 30 January 2014

289253 – Resolved
299892 – Resolved
250007 – New questions sent — please respond if you still need assistance.

• 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 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: 30 January 2014

289253 – Resolved
299892 – Resolved
250007 – New questions sent — please respond if you still need assistance.

You’re very welcome, I’m glad we were able to get this all sorted for you!

Got it. And you had updated your old ticket and made a new one, so I was looking on 307013 and it was and it was actually updated on 247685.

I’m glad we were able to help you out.

And by the way, I’m not a “he.”

Well, I can figure that out. What’s your ticket number?

mercury ranique.2170:

Just checked, and allready done by another nice person.

Yay! I truly love the Wiki and the Wiki community! <3

DrDivine.5378:

Gaile Gray.6029:

DrDivine.5378:

Gaile Gray.6029:

I’m a little worried that someone may have access to your account, although generally when this happens more than a few items are missing. Are you sharing the account with someone? Have you activated authentication, and have you gotten any notifications of remote access? Did you happen to delete a character recently that may have had the mini in its possession?

If the answer to all of these is “No,” then I suggest you look at every possible storage space: character, collection, bank, bags, boxes, tote bags, refrigerated coolers…. oooh, new item ideas! But seriously, most of the time when someone notes just one or a few items missing the agent is able to suggest places to look and the item was simply placed somewhere other than where the player thought to look. So I’ve given you the list. If you still cannot find it, do submit a ticket and an agent will be happy to help.

Thank you for the helpful advice, I went through everything (characters, all bags on each characters, refrigerated coolers lol etc.) but no luck. Me and my friend thought it may have been hacking, but I find it unlikely since all my gold is still there and I would think that would be the first thing they would take. Plus, my password is really long and convoluted xD

I submitted a ticket just in case, is there a possibility I will be able to get my items back?

The team will do everything they can to make that happen, after they can track down what took place. There should be game logs that show possession of an item and then what happened to it, so it shouldn’t be impossible to get this all sorted for you.

Thank you, I doubt it was hacking, it was either a technical glitch or I could’ve just really messed and didn’t notice it until now. I just thought it was really bizarre that both items went vanished.

If yours is the ticket that the team is reviewing at present, it looks as if you deleted the character that held the mini. ~ahem~

You’ll get a response real soon, and the team will see what they can do to help!

DrDivine.5378:

Gaile Gray.6029:

I’m a little worried that someone may have access to your account, although generally when this happens more than a few items are missing. Are you sharing the account with someone? Have you activated authentication, and have you gotten any notifications of remote access? Did you happen to delete a character recently that may have had the mini in its possession?

If the answer to all of these is “No,” then I suggest you look at every possible storage space: character, collection, bank, bags, boxes, tote bags, refrigerated coolers…. oooh, new item ideas! But seriously, most of the time when someone notes just one or a few items missing the agent is able to suggest places to look and the item was simply placed somewhere other than where the player thought to look. So I’ve given you the list. If you still cannot find it, do submit a ticket and an agent will be happy to help.

Thank you for the helpful advice, I went through everything (characters, all bags on each characters, refrigerated coolers lol etc.) but no luck. Me and my friend thought it may have been hacking, but I find it unlikely since all my gold is still there and I would think that would be the first thing they would take. Plus, my password is really long and convoluted xD

I submitted a ticket just in case, is there a possibility I will be able to get my items back?

The team will do everything they can to make that happen, after they can track down what took place. There should be game logs that show possession of an item and then what happened to it, so it shouldn’t be impossible to get this all sorted for you.

laokoko.7403:

I can visit the support page now. thank you.

Great! I’m glad that worked out ok for you.

This might be relevant to you: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/page/3#post3555852

And of course, Support will be happy to help you via a ticket.

I’m a little worried that someone may have access to your account, although generally when this happens more than a few items are missing. Are you sharing the account with someone? Have you activated authentication, and have you gotten any notifications of remote access? Did you happen to delete a character recently that may have had the mini in its possession?

If the answer to all of these is “No,” then I suggest you look at every possible storage space: character, collection, bank, bags, boxes, tote bags, refrigerated coolers…. oooh, new item ideas! But seriously, most of the time when someone notes just one or a few items missing the agent is able to suggest places to look and the item was simply placed somewhere other than where the player thought to look. So I’ve given you the list. If you still cannot find it, do submit a ticket and an agent will be happy to help.

Yes, you can transfer between your accounts, although there are limits on how much a new account can accept in the early days. (That’s a means of curtailing RMT activity.)

Rajani Isa is making an important point: Any codes added to an account after the initial purchase need to align with that region. To put that another way (paraphrasing an earlier post):

Yes you can purchase an NA (“Other” or Non-European) code from us for your friend in the EU and he or she will be able to register and play the game. However, that account always will be an NA account. If your friend wants to add codes to it later, that player would have to be NA codes and not EU codes.

Once an account is registered, it can be played from anywhere in the world. But the game code and all added codes need to align. I don’t see this as a huge issue. A European who moves to the US and wants to add gem cards simply can purchase gem cards from a EU vendor. But for full disclosure, I wanted to make that situation clear.

DragonSquid.5873:

Gaile,

I would like to know if this deal is still active as i have a few account picks i would like to get refund to buy the new gemstore watchwork pick,

Thanks for your time

DragonSquid

Sure, I bet we can help you! If you have identical items — that is, the same exact item (not two different items of the same type) — submit a ticket to Support and we’ll get you fixed up.

To be clear, here’s what I wrote about the “same item” requirement: The refund process is intended for duplicates of the same item. For example, if you had two Bone Picks, we could refund one. But with two separate items, the refund offer does not apply because they are different items, even if the function is the same.

Well, there ya go, and thank you so much, folks, for finding that confirmation. Another fine game feature at your service!

I did confirm that there is a 72-hour (3 day) waiting period for new guild members to use the guild bank. doomfodder, I’m figuring you don’t have long to wait before you’ll be able to make those transfers.

Gosh and golly, I sure wish someone ~hint, hint~ would update the Guild Vault page on the GW2 Wiki to show that feature.

Arlette.9684:

Hey there,

I tried to submit a refund request just now and when I went and selected Purchase issue the ticket form won’t let me “Issue” further down even though it’s a required field and I can’t submit my ticket without it.

Help!

If all else fails, you can submit an e-mail to Support@GuildWars2.com.

decote — I’m sorry that you’ve experienced this situation, but it appears you’ve discussed this matter with Customer Support agent multiple times. If you wish a review, and if this is at least 3 full days old, please post in the sticky post above, “Tickets for Review: 3 Days and Older” and I can take a look. It’s essentially that you provide the ticket number(s) involved.

Please also try the suggestions from Inculpatus cedo — they may be the way to find the slot that you indeed to have on your account.

Vi Neomir.9653:

Wasn’t sure where to post this, so I will try here.

Because tonight I wasn’t paying attention I accidently destroyed my ascended staff. Pretty annoyed with myself for doing this, but what has made it worse is it was transmuted with the Kasmeer’s staff skin.

First, is there any possibility for support to help return the destroyed weapon?
Second, if the weapon cant be returned how can I get to use the skin again, or is that not possible?

It’s very hard to know what can happen in these individual situations. It’s true that many “user errors” cannot be reversed or corrected through CS involvement. But we’re always trying to do the most that we can for each player, so I think you should submit a ticket and discuss this matter directly, since it’s not something that could be answered well in a forum thread. Best of luck!

mercury ranique.2170:

~snip~

I want to take time to make an easy to read (short) topic that is also to the point and taking both sides of the balance into mind.

Excellent plan. I see the best ideas get bogged down in 42 pages, when a couple of paragraphs — well-thought — can really lay out the idea very well.

mercury ranique.2170:

As said. I am going to try and make a good proposal in the dungeons forum (and not the pvp-forum as Gaile recommended, I think that was a small typo).

Typo? Moi? No wai! Yes, the Dungeons Sub-Forum is the perfect spot.

Well, I am impressed with The Scarlet Raven’s reasoning, and I think it’s not a bad idea at all, but but I confess I wasn’t aware (or possibly simply do not remember) that there is a cool-down period for new guild members to have access to the guild bank. Nor does my favorite resource — The GW2 Wiki about guild vaults have such info, either.

So I’m just not sure that feature exists, nor that it would explain your problem, doomfodder. Let me check into this and I’ll update when I confirm precisely how it works. The devs made improvements to the game all the time, and perhaps this IS how things function; I just want to make sure before I post.

In the meantime, could you kindly update this thread if you find you got access to the guild bank? (And are you on the correct world? Just making sure. )

Thanks.

laokoko.7403:

I’d like to contact support. But I don’t think I can because the website blocks support for people in my region(other people can’t contact support where I live too, I live in Taiwan). How am I suppose to get help?

My problem: I bought a molten alliance mining pick, and I bought another 1 again. But I realize Anet changed the mining pick to account bound.

Now I like to get a refund of gem. Since no point to have 2 if it is account bound.

I have never known our website to block any region. (And hi there, I <3 Taiwan — went there in 2006 and has such a wonderful time!) Anyway, can you tell me the exact message you get when you click the word “Support” at the top of this page? We do want to help you!

And the advice you received may be the answer: Although it’s not as speedy, you can e-mail Customer Support for Guild Wars 2 by writing the details of your situation in an email addressed to: Support@GuildWars2.com.

First, this is not an “issue” but more of a request, so I changed the subject line so it’s less confusing.

Second, what does “removed” mean in this context? Moved to his account? Sold? Traded? Deleted (destroyed in the trash bin)? Forged? Naturally, some wouldn’t be possible for account- or soul-bound items. But the details of exactly what happened are relevant to your case, should you contact Support. They also relate to loss because if “removed” means traded or forged or transmuted, then the net is clearly not zero.

You seem to be aware of the limits placed on the use of the ART (Account Restoration Tool), and also are knowledgeable about the number of players who ask us to make exceptions in their cases. I wish I could say your situation was unique, or that it even represented a highly-unusual case. Unfortunately, no, this sort of thing does happen on a fairly regular basis. It’s most common with accounts that intentionally are shared but it’s certainly not unusual with accounts that are not kept secure. (And yes, I call it the Evil Little Brother Syndrome™, so you’re not far off the mark in what you called it.)

I just sent an answer to a player who heatedly has demanded that we roll-back his account due to his own admitted lack of security. That will not happen for very practical reasons which I sense you understand, including our inability to verify the circumstances, the possibility of abuse through planned “hacking” incidents, damage to the game economy through unwarranted roll-backs without retrieving the items from the (genuine) hacker, etc.

Having said all that, please feel free to submit a ticket to discuss the items you’re most concerned about, but thank you for understanding, out of the gate, that we cannot offer a restoration in this case.

SolarNova.1052:

Always ignore those emails. I get them all the time from Blizzard for WoW, Diablo, StarCraft… from Anet for GW2, from other gaming devs for games like Everquest, yet most of those games i don’t play.

If u get an email like that, NEVER follow the given links, simply log onto ur account how u normal would to check its status, if its normal then you know the email is fake.

Yes, ignore! For samples of phishing mails, see this thread, which I try to keep updated: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

For discussion, use this link: https://forum-en.gw2archive.eu/forum/support/account/e-Mail-from-ArenaNet-Please-read-merged/first#post1807876

Yes, that’s exactly right, eleshazar. Thanks for sharing a story that clearly shows how challenging it is to resolve these issues to everyone’s satisfaction, when, again, the matter of “griefing” can be so subjective!

Again, we’re going to see if we can improve the manner in which we are able to review and potentially resolve such issues. It won’t be “New Flash: Griefers Gone from GW2!” but we’ll see if we can’t remove more of the true griefers — for the greater good!

Hi GrayFox. Thanks for waiting while I discussed this with TS. I know — truly know! — this is a frustrating issue. And the last thing you want to hear is “It’s not us.” However, I learned that the issue does not lie within our service, and the team looked into the matter as recently as yesterday. Their notes:

“From what information we have here, this isn’t something we can resolve because it’s packet loss on a connecting data center, not the Guild Wars 2 server itself. If we could obtain a Ping Plotter report we could at best show the player where it’s coming from visually but even then, we would be referring them to their ISP…”

We once were able to accept attachments. We intend to be able to accept attachments in the future, but that is some time away. (We are, naturally, taking a very conservative course with our new ticket system — implemented last fall — and that has resulted in our disabling attachments until rigorous security measures are in place on the part of the provider.)

But basically, even without those attachments, the team can tell that you are experiencing issues outside our services, and we cannot assist with resolving them.

I apologize again for the unclear responses that you received. We’ll do our best to mitigate that situation for future tickets. In the end, since you seem technically savvy, I’d suggest a discussion with your ISP that involves one of the tech folks reviewing whatever reports they have you run. They may find the issue is not something they can solve, as we did, but that’s the next point of contact (or a repeated point of contact given what we’ve shared here). Due to the nature of their service, I hope the ISP can point to the exact issue and help you resolve it.

Lilith Ajit.6173:

Gaile Gray.6029:

Lilith Ajit.6173:

Except a discredit system for kicking in groups for dungeons would not work based on the ability for everyone in the region to join any group without care that is posted. It would be unfair to a group to get discredited for kicking a low level after asking for an 80, same for any other requirements that a group desires.

Also, if a person disconnects, should a group have to wait 15 minutes for the person to be auto kicked in order to get a new player? That’s absurd.

This is a suitable addition/response to the suggestion thread that mr may post in the forums. It’s a bit off topic of the subject at hand here in Account Issues Sub-forum.

Figured that since that topic was not posted by mercury ATM I would say my piece. I think it is dangerous to have developers be fed these notions without discussing the complete picture.

Anyway, if Mercury posts it I will certainly respond to their thread.

Thank you, I’m sure your input will be appreciated!

And please keep in mind, no idea is implemented without careful review and much discussion by a team of developers. So all aspects will be reviewed, for sure.

Lilith Ajit.6173:

Except a discredit system for kicking in groups for dungeons would not work based on the ability for everyone in the region to join any group without care that is posted. It would be unfair to a group to get discredited for kicking a low level after asking for an 80, same for any other requirements that a group desires.

Also, if a person disconnects, should a group have to wait 15 minutes for the person to be auto kicked in order to get a new player? That’s absurd.

This is a suitable addition/response to the suggestion thread that mr may post in the forums. It’s a bit off topic of the subject at hand here in Account Issues Sub-forum.

And Rising Dusk, I’m on "quality"issues today like a frog on a toadstool! (A bee on a flower?) Anyway, if you can give me your ticket number, I want to take a look at your ticket and get agents on board with better, more accurate responses.

Thanks!

I don’t think you’re crazy at all, mr. I think you should post these suggestions in the PvP forums, because I’d never thought of the idea of a discredit system, and it might be worth a dev’s consideration. I can say that sometimes those systems can also be “griefed,” so there’s risk in implementing such a thing.

Basically, do share your suggestions, ok?

Moving to front page. Please use the forum as intended. Thanks!

Please be aware of this issue by reading the initial post, which may have updates since you last read it.

Please read this.

Ok, mangOskittle. We’re holding our heads here, such is the headache-inducing nature of the responses you received all, I assure you, from a living human being!

I talked to our GM Manager about your ticket. Quite frankly, I used the word “trainwreck” in the title. We’ve emailed all the leads so that they can talk to each agent involved to explain what he/she did wrong, and what he/she should have done to help you.

We want prompt, helpful, clear, and accurate responses. We failed with this one, and we’ll do our level best to improve in the future.

In the meantime, you should get an accurate response very soon. But the gist of the matter is contained in the forum thread you see above. This is a known issue, you will get your chest, and we’re sorry for the delay!

Post: https://forum-en.gw2archive.eu/forum/wuv/wuv/Issues-granting-Season-reward-chests/page/2#post3506706

Someone from Technical Support will take a look at this situation, but I wanted to add a few notes:

As far as I can tell, and from what I’ve learned in checking around, we aren’t having issues with our servers. Connectivity issues can have a dozen different sources, as stated in the ticket. Where once we would help try to diagnose issues with someone’s system through Game Advisor and other reports, at the present time we are not able to accept attachments to tickets (for security reasons). This means that we cannot offer to review someone’s system report to see where their router may be misconfigured, or where their drivers may require updating. So we’ve eliminated the issue on our end, and we’re not in a position to offer detailed research into systemic issues on the customer’s end.

The source of the connection issues can be related to a user’s personal computer, ISP, Internet backbone(s) leading to our data center, etc. It would be great to be able to offer analysis into outside issues, but as explained above, we cannot do that right now. We hope to be able to go above and beyond in the future, as we have in the past, to try to help with issues related to non-ArenaNet and non-Guild Wars 2 systems. Right now, we need to stop with our own systems, and from everything I can learn, there are no issues with those.

Last word: Yes, you see several forum threads about this. There are more than 3 million GW2 accounts, so it’s not surprising to see that some folks have connection issues. Those issues appear to be individual in nature, and not an indication of a server issue — either game world or log-in. Please review the responses that you get, understand our limitations as far as offering help for external issues, and follow the advice in the responses because you may find your solution through the ideas that are shared there.

I confess I forgot this thread, and I’m sorry! Let me look into this now!

vahngard.7306:

Gaile Gray, not to jump onto GrayFox’s problem..but I’m having sort of the same issues with support, whether or not this will be seen is whatever, but I would love to get back into the game I just had to purchase again! (request #301286)

If you have submitted a ticket, please give at least 3 days for a response. If you need help after that time, please post in the Account Issue Sub-Forum, in the “Tickets for Review” sticky thread. Thanks!

I’ll leave this thread open, but please do not post here with other issues. I want Technical Support to be able to post, but other topics should be posted in separate threads. Thank you for understanding!

I’m rather confused about how this thread forked. mangOskittle wrote about a WvW chest, and I will follow up on that.

Did that work for you, IamSamuel?

(Thanks for the suggestions and link, Figlilly! Very helpful. )

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.

GrayFox — I’ve asked a TS team member to take a look! (And our apologies for the delay.)

I don’t believe you have done this, but I cannot tell. If you truly have submitted three separate tickets for the same issue, please stop doing that immediately. Go to the first ticket (the lower number) for any updates you want to provide and do not submit additional tickets. Thank you.

Also, I amended the title, because I feel it was inaccurate and somewhat aggressive. With a ticket number and a subject-based title, the team will have an easier means of addressing your issue.

You’re right, those are not satisfactory answers. If I had a ticket number ~hint, hint~ I would be able to counsel the agent on giving better responses.

But let’s talk about the situation in general:

“Griefing” is a very, very subjective term. And establishing that griefing took place can be nearly impossible. It’s not as easy as looking for chat records, since a lot of planning and plotting takes place outside the group through Vent or other chat programs. It’s not as easy as taking the word of someone who was booted from a group, because there are different ways of viewing that situation. For example (an edge case, to be sure) I remember a ticket from an irate player who wrote, “I want you to ban the people in my group. Here’s a screenshot with all their names. I told them I had a phone call and they just kicked me out of the group after 10 minutes!” Yeaahhhh, don’t think we can help you there, friend.

What I’d like to suggest is “the devil is in the details.” Give us the day, time, time zone, world, the names of as many of those involved as you can provide and a detailed description of what took place. Unfortunately, we can’t look at some sort of magical recording of your account in the game at the reported time in order to review what happened. We can’t look at your account and see the names of the others in your party at XX time in YY Dungeon. We need a description and the details I’ve suggested above and we can try to verify what happened. We dislike griefing intensely, so once verified, have no worries, we will take action on griefers — it’s just getting to a point of positive verification that poses a challenge.

Lastly, I just spoke with some key team members about this situation today. We’re actively looking at a better way of handling support tickets about griefing. Continue to submit tickets, provide the requested details, and we’ll do our best to suspend griefers or, in the case of what I call “Serial Griefing,” to terminate their accounts.

Thanks for the helpful answer, mr.

I should mention that this isn’t an account issue, but should properly be placed in the Trading Post sub-forum.

First, there’s no reason or easy way to close an account. If you choose not to play again, simply stop logging in.

But from reading the ticket dialogue here, what you may have experienced is a visual delay. I have never seen game logs “lie” and I am confident our agent reviewed this thoroughly. However, if you could update with your ticket number I can take a peek at this ticket.

To tell you the truth, this isn’t something that should result in a ticket. The Word and Name Filter is set for all four supported languages, and we cover offensive words or letter combinations in many other languages, as they are reported to us. Submitting a ticket to ask why a name isn’t allowed will require time from several agents, and I would like to respectfully ask that you simply try another name and not take agents away from important issues like account access problems, crashing issues, chat violations, or a hacking/compromise incident to discuss why certain letters are not allowed, especially since those discussions can go back and forth for days .

Again, if you simply kindly would choose another name, that would be best. Thank you in advance for understanding.