Guild Wars 2

Thinking of others in every post is a great skill Continue doing so and you will help community a great deal.

I never did post all numbers I edited everything. Im not that stupid :P.

Thanks Amon!
I already did everything you stated in the ticket a while ago but my address, i should add that maybe.
I already gave my ID and my credit card, my paypal mail address and the paypal order number

Thanks!
D.

The german forum is quiete dead but thanks for pointing it out, some people might be very interested in that.
Ive deleted all my hard drive to make sure there cant be any type of virus.
Mails couldnt be restored. Serial code gone.

What to do now?

121028-001758 Sent email to request senior agent review

Thank you so much Got a request now to give them my serial code. I sadly dont have that anymore, already stated so in the ticket. Posted again that i dont have it in an update, hoping things are sped up now

Paypal just gave me my money back! Yahy Paypal! Great support over there!

After 12 1/2 days i got a reply that they need my serial number.
I already stated in the ticket that i dont have it anymore and asked them kindly to read it directly from my account.

Does support even read what im writing?

D.

If it would have been shady as heck people wouldnt have bought there. Also ebay resellers have been well rated.
It also is not uncommon to research in the web for discounts that are gained with bulkpurchasing and such.

Dont be an angry person wishing others bad that didnt meant to do wrong. Thats just not nice.

The official answer on this forum was and still is: There is NO tool to do rollbacks yet.

Thanks for your opinion!
I dont want to buy another serial though as long as i dont know i can eactivate my account. Also i dont want to have 50$ lost in cyberspace for 12 days or longer in the case of the decision that my account will be closed permanently.

edit: I already filled a chargeback over paypal.

Hello!

Because quiete some people keep about my suspension at guildwars I want to share my story with the Support.
Please notice that this is a eprsonal experience and yours is most likely to be different!

So far I am waiting for 12 days on my ticket to be solved.
D.

I am posting there every three days, hoping that is okay, hoping i am doing what i can to help solving it faster with that.

@Zaken: Hey nnice dto see a common name here again
The only reply i got is “under review” since i keep posting every 3 days to the “waiting more than 3 days” threat.

The german support hasnt uttered a single word though.
Seriously should i fill another ticket for english support? I dont want to make multiple tickets but it seems nobody cares about my german one. I doont mind using english language as you might know-

Its very nice your account has been brought back so fast.
I have the exact same problem and am waiting for 12 days now.

Dont be ridicolous

Im waiting 292 hours :P (really)

12 days and counting.
Suspension because of fraudlent code … yes i know i wanst the smartest for not buying directly at the GW2 site. But oh well … 12 days?!

I am waiting for 12 days now.
It would be lovely if you could help me as well
Having the same issue. Posted in german Support though … but there no mod even hassles to comment.

If you can help the incident number is 121028-001758. I also can translate all the information if it helps

121028-001758
12 days and counting.

DONT! do multiple ticket! Jesus … it slows down process for everybody here!

Im waiting for 11 days on german support. Not a single response yet but “awaiting review”.
Beforehand a posting of mine was deleted stating “fill a ticket and wait 10 days” because that was seen as wrong information.

Just letting those know who are interested in some users experiences.

D.

I am also very interested in this question and in an official Statement.

Most ölikely it was you who tried to log in all the time. Maybe your ISP just showed the wrong location. AS far as its not a different country at all i wouldnt be concerned.

Hey Gaile!

Thanks for answering my post ^^. Very nice.

Id definately prefere to keep the progress and loose the stuff. I can farm back every item in game if i want them. I want to continue my personal story, Since that is what ArenaNet puts great effort in. Creating a personal story for every charakter.

D.

@Bennigan.1074

Account Issues mostly mean that you purchased a serial that was bought with a stolen credit card. Maybe at ebay or another not official reseller.
It was detected by ArenaNet that they have not bee paid for that account and therefore its suspended.

D.

You can only let your mail being changed by contacting support. CLick on the link in the menu on the very top of this page.
Posting in the forum wont help.

Thanks for the kind words. I try to stay as positive as possible ^^

I dont think youll get your items / gold back.
There is a working trading system ingame. If you choose to not use it and therefore get scammed its your own fault somehow.
Also support has no tool to restore llost / deleted items.

My ticket is for german support. I got there because thats my region.
The german threat only allows posting after 5 days.
I did post there.
No reaction.
They dont work at sundays maybe.

It may be a result of an early release. Im not sure about that. But its said they are working on a software that enables them to do so. They might be able to restore back items or charakters that had been affedted in the past as well.

I dont know anything about working times or holidays. I can just tell you im waiting for 7 days now without any response.

No. There is nothing new. They still are not technically able to restore any charakter or item.

@Monepocket: Most likely the serial you are using was purchased with a stolen credit card or the money was taken back. If so your account got suspended because ArenaNet wasnt paid for said account.

To get that information you will have to aksk support (click link on the top).
Tickets might take up to 48 hours or longer if its complicated to solve your problem. Most tickets should be solved in 48 hours though.

Im also starting to get slightly upset over the support time it takes to even answer a ticket. Im not even talking about solving the problem.

7 days without any response is way too much.

@Guirigui : Dont take a second serial from someone who gave you a fraudlent one! GEt your money back and purchase ad an official reseller.

Hey Gaile, sorry if offtopic but you seem the only GM active at the moment
waiting since oct 28th on GERMAN support for
121028-001758
im fluently english as well but i dont want to double-ticket
i wrote into the german “waited more than five days” various times.
No reply from anyone, no GM actions at all.
I could translate all the info i postes there to english if that helps?

Whats going on there?

Thanks
D.

This response you got is automated. Nobody has looked at your ticket carfully at thatmmoment most likely.

Hey Gaile,

thanks for your post.
The biggest problem atthe moment in my opinion is the time interval it takes to solve some problems. I dont mind being banned a day for a coincidense that made me look like a botter – for example. (as you know my problem is a different one).
If that improves the system on long term and gets bots hard to use im happy with that.

The problem ist that comminacation with support takes quiete some time for certain people. Im waiting since 28th 15:00h on german support without any response at all but the automated one. Also i am guessing that after a response ill have the same waiting time again if i have to supply additional information or want to state my opinion to the answer.

I dont know how many people encounter the longer than usual waiting time. But i guess there wont be as many complaints on a 1-day-ban.

Please note this is only a guess on how it might be and just a personal view that also might not be true. Maybe most tickets already are solved within 48 hours and i only have a different perception because of my ticket and those people who also complainabout their cases.

With lots of respect and gratitude to your work

D.

Hey there!

Here are some options to prevent people from just getting a second fraudulent serial to strip off all items accuiered and that way scam ArenaNet:

- Direct payment options that are not so easy to fake or steal. Direct bank wire transfer. Western Union. Paypal. Only giving out the key after the payment was received.
- Images of identity proof as there are: ID and a credit card with the same name as the ID (photoshopped so you only see the last 4 digits).
- Stripping off the charakters of all items and/or gold. I wouldnt mind, i just want the progress of my story back mainly.
- Sending a secret PIN number to a phone land line number for verification.
- Sending a secret PIN code over post (snail mail), for verification

Just some thoughts that might help to meet customers and ArenaNet as well.

Greetings.
D.

You cant do that yourself. COntact support and they will be able to hellp you. It will take them 24-48 hours most likely though.

@Synapse: Yes that sounds exatly like my problem. You sohuld write support immedeatly. Remember to stay patient. Fraud-related problems seem to take a little longer to solve than other tickets. A lot of people are having that problem i guess.

Hopefully everything gets solved.

I guess you cant do anything about it but here I got a ticket at GERMAN support. Its 107 hours old. More or less qiete exactly.
ALso this might serve as information for those who think about posting their ticket there … it takes long sometimes too

121028-001758

Thanks a lot for your genuine and honest post.
You are right in everything you say.
Nothing to add but i wish we are some of those who get a chance to make up the mess that happend with our purchase. We didnt mean to cause harm.

Lets hope for the best. Hope to see you ion game one day

D.

Zaken: Thanks. Since the german support isnt quiete as active as the english one im not sure how long it takes. (I dont want to open another ticket for english support since they also got more than enough work). Still im trying to provide every peice of information i have. Which is not much. Still I hope its enough to show them I want to be a customer.
Starting over xploring the world would be quiete a bad beat and I dont think ill be able to make myself do everything again :/. Is that too lazy maybe? I dont know … I like my charakter you know?

Also remember they have a hard time with us. Most likely support is not that slow but we are impatient. There are lots of tickets, most likely lots of double tickets too.
Also some problems take longer to solve since they need more serious onlooking than other.
When we read some negative feedback that might apply to our own situation we tend to exegerate.

Today is my 4th day waiting for the german support. (96 hours to be exactly). Since my problem also is that i purchased a serial at a seemingly trusted vendor who is conected to the credit fraud im guessing looking at these accounts take longer. It still might be the user himself wanted to fraud to gain money from selling gold or such. Therefore I hope the support sees ive just been playing regularly with no intention to farm and just some sponsoring of gold from friends.
If that takes them some time to find out ill wait. Hopefully everything comes clear

Im waiting aroung 77 hours now. No response yet. (german support).

That would be a solution. But would be too easy. Its more easy to ban people who want to paly and didnt mean to cause any harm at all. Ive seen better service at games. Makes me think hard :/

That is really a shame. Even more so that it is said it should be technical possible but they just dont want to do so. I dont get why.
It should be more than clear now that there has been a huge ammount of people who accidantely purchased keys that where conneted to the fraud.

We dont want to fraud you! Why should we take steps to contact the support than?! We want to make things up that went wrong. Let us do so please.

There are “many” people having a problem with accouns they unknowingly and without intention purchased at a Reseller that commited credit-card fraud.
Most of us did researches before the purchase so they thought the seller can be trusted.

We did not and didnt mean to commit a fraud. We wanted to save a little money and when I purchased (for example) the website itself didnt sell copies. I dont remember why. But thats why i (we) purchased elsewhere.

We are willing to help to solve the problem.
We are willing to pay again.
We know we didnt do the most intelligent thing.

We just want to continue our game where we left it. Our Story.

If you close our accouts permanently we would have to start over. Many will be not willing to do so. Not because we dont love the game. But because it breaks the immersion. Because it breaks our storyline.

I didnt mean to harm the company in any way. I didnt mean to cause trouble or work.

I want to play my story. In your beautiful game. Even if I did something not so intelligent. Please let me.

Thanks
D. (a player.)

Yes it is really slow. Dont know why though. Much to do i guess. Still: Im not really happy about this.