Guild Wars 2

Yep, had no idea and can’t find it in the rules. I’m sure Gaile will flog me Monday morning.

The point of my post was to publicly announce that I was there; playing; and joining in the fun for both sides. YBBL has been asking for some ANet love and it didn’t seem fair to only hang with them.

Good match tonight. =)

Try again. =) Your e-mail was blocked in our ticketing system because the hacker kept spamming us. We’ve unblocked it for you.

Submit a ticket. This is a known issue and we need to manually fix it for you.

Match manipulation is a no-no.

Fresh thread! Look here: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1

Fia.5963:

#1402500
Please..this is my third time trying to help my friend, he has not been able to reach the support for over a month now and this is really his last chance to get help, so please help him because there is no other way to do it then me trying to contact you.
His ticket number: #1402500
kind regards
Fia

Hang tight, my team is working on it right now.

Drakthur.2805:

Ticket 1402127
Please help my friend, the ticket was applied on 1st of April but due to a mistake of the support there is still no solution.

Have your friend open a new ticket. In their last reply they sent us “I no longer need help” which closes the ticket.

Inculpatus cedo.9234:

Hey Michael, so great to see you back. We missed you!

Just a note, you might want to take a look at your last post in ‘Tickets for Review’. I think the /endquote got misplaced.

Again, welcome return. =)

Ooops, your in-box is full.

Thank you, thank you, and inbox cleaned up!

PHILIPANDGEREPHIL.5901:

Hi Support Group,

Can you have an update on this ticket 1479138 its been 7 days until now no respond coming from the support group.

1479138 – disconnecting error message “a serious error has occurred that prevents the program from continuing to run Gw2.exe”.

All Cheers,
Philip

And tech! Tech is backlogged. We have a new tech support team that is currently growing so we’re catching up with the lag we hit when we transitioned teams. Right now there are two guys behind me digging through those tickets furiously and a third training the new guys.

We’ll be with you asap. In the meantime, be sure you’ve provided the GameAdvisor file requested in the automatic reply. That log has the info the team will need identify the cause of your issue.

Elrey.5472:

Is there any chance that you could provide update about the spanish tickets as well? I found often posts where they claim it’s been a while with no response from Anet.

There is no backlog of Spanish tickets; except for Guild Wars. If you have a GW2 ticket do let me know the number so I can find out why you’ve not heard back from us. =)

We don’t have a hard rule of one rollback per account. We’ll always do what’s right for the given situation. Have your friend drop us a line.

Two parties have been able to verify ownership of the account. At this point; we have requested a copy of the purchase receipt to move forward.

Wing.5137:

Ok, I was able to solve it. What I noticed was my desktop clock was wrong. I set it to the correct time and it allowed me to log on. Hope this helps!

Sweeeeet. We were investigating this today. We’ll confirm the fix but several of you have had luck with it so I’m just going to go ahead and lift my drink to you, sir.

Updates for GW2 tickets!

1473469 In Progress
1353829 You never responded to our communication. Please create a new ticket.
1355654 Solved
1479420 Solved

Fuzzylumpkins.1694:

I have a ticket opened with you guys already and the ticket number is 1385843. I started the ticket 3/25/15 and on 3/28/15 you guys verified that my Guild Wars 2 account was compromised. On the same day, I did what was asked of me which was to change my email password to something I never used before and I told you guys the results of the virus scans I did. On 4/4/15 my ticket was transferred to the Account Administration Department. It has been 5 weeks since I asked for help and I still don’t have my Guild Wars 2 Account back. I ended up having to buy a new account on 4/13/15 just so I could play and this is how I am able to post here on the forums. I was hoping if anyone could please help me get my main account back which is Rozalina.3196. I know this might not matter to you guys, but I am the leader of my guild and so this situation has not just affected me but it affects all 202 guildies that rely on me to be there for them. I understand that you guys are busy I can only imagine, but I would appreciate it if someone could please help me get my account back.

UPDATE: On 4/27/15, I tried changing my password for my hacked account and I was actually able to do it at my surprise. So, I ended changing the password and I went ahead and changed my account email to a different email I made just for it. So, I have control over it again, but I still can’t log in because it says “Your Guild Wars 2 account has been suspended for an account issue. This action is permanent.” So, I was wondering if you guys could please unlock it for me so I can play on it again.

Your e-mail is compromised. I see clear evidence of two users e-mailing us from the same address – it’s pretty obvious which is the real owner. Lock that down. =)

Bonezz.4961:

I was following a group around and was threatened to be mass reported by a guild

I love WvW and think you will too – you should stay. Don’t let the downers chase you away. There are some great suggestions above on how commanders should be using up-levels.

As for the reporting bit you’re doing nothing wrong by playing WvW. In fact, mass reporting for a false offense is an offense itself.

Kitiara.2706:

Pssst, Michael, come back to Mag

I thought you moved!? Are you back there?

Michael Henninger.7451:

As for the reporting abuse we’re not going to take action on an account for reporting someone we find to be innocent. The account in question did far more than that. Also, please do NOT encourage other players to join in and hit the report button based on “I saw them do it” because this will land a suspension in most cases.

Michael Henninger.7451:

Elrey.5472:

There was a hacking player in the European servers 2 nights ago. I told the commanders to contact you if they see them again (noticed your signature).

No idea if they did, but the question is: Are you able to go teleport to european servers or it’s only a NA thing?

We work on EU as well. =)

Oh, but I usually don’t turn off my invis there because I know about 10 words of ES, 20 FR, and maybe 4 DE.

No Habla en Francais or… uhh.. German. Or uhh.. yeah. Le Pomme est Rouge.

Elrey.5472:

There was a hacking player in the European servers 2 nights ago. I told the commanders to contact you if they see them again (noticed your signature).

No idea if they did, but the question is: Are you able to go teleport to european servers or it’s only a NA thing?

We work on EU as well. =)

Chaba.5410:

Do GMs ever do their work while “offline”? I ask because last night I saw GM ProHeals go offline and about an hour later, after 9pm PDT, a flyhacking uplevel mesmer on FA that has been reported multiple times all week was seen flyhacking right in front of everyone in EB.

We’re offline most of the time. I was actually offline at that point though. I had just spent 3 hours following the siege issue in TC.

I think I’m also the only GM that is currently popping in as online or visible. I usually do this at the end of my WvW session to let people know I’m around and so I can get whispers and answer questions.

pdavis.8031:

Illconceived Was Na.9781:

pdavis.8031:

I know Michael already does this on a much smaller level. As shown in this thread, and the GM proheals thread, but something a bit more would go along way in the eyes of the players.

Oh does he? I’d love to see this as a quarterly blog feature. “This week in GM Proheal’s Tyria!”

Michael Henninger.7451:

I investigated this last night and the claims are false. I found the person that was placing siege and terminated that account.

Also, remember that false reporting can lead to a suspension or termination of your account.

Michael Henninger.7451

Gus suspended the account. I believe it was for two weeks. They were caught placing irrelevant siege to block placement of legitimate siege. We also saw their placement of 50 or so siege as well as ‘stacking’ interact objects (plates of food, for example).

If they violate again the accounts held by them will be terminated.

Michael Henninger.7451:

Have a bowl of facts:

I was there for three hours, cleared that guild, found the real person who placed the siege, and yes; placed one suspension for abuse of the reporting system.

Yes he does. So there is already a precedence for such things, but something more to reassure players that these things are taken seriously and not tolerated. Which is one of the biggest complaints in WvW, that players are doing these things and it doesn’t seem that anything is being done.

I would totally suscribe to that blog!

Hmm… this could be fun.

Fudge.9527:

Michael Henninger.7451:

I investigated this last night and the claims are false. I found the person that was placing siege and terminated that account.

Also, remember that false reporting can lead to a suspension or termination of your account.

First off, let me just say again that myself and others really appreciate the fact that you and other ANet staff are very actively policing WvW and communicating with us about it over the forums. You’re taking on extra work and voluntarily posting in this semi-toxic subforum, which isn’t always easy.

Second of all, just wanted to point out that TC folks that reported the guild in question weren’t doing so as an abuse of the report feature. They ported into TC garrison (which usually has 1650 – 1700 supply), saw that it only had <100 supply, saw a member of said guild physically take supply from a depot, and use said supply to build a 25th trebuchet while a few other members are hopping around the other 24 trebs built around the supply depot. Even if your in-game data cleared them, at least one of them was actively participating in this and got reported for it (maybe he’s the one that got caught, I don’t know).

Most TC players have just seen this way too often and are tired of it. I can see instances where abusing the report system should be punished, but having legit players just trying to play WvW normally and reporting what appears to be blatant siege griefing shouldn’t be one of them.

Off-topic: Go TC!

On-topic: I didn’t see them refresh any ‘illegal’ siege while I was following them but that doesn’t mean they didn’t when you saw it. I have some fancy new reporting being built by Shazbawt that will tell me more about what happened before I entered last night (~4pm Pacific).

As for the reporting abuse we’re not going to take action on an account for reporting someone we find to be innocent. The account in question did far more than that. Also, please do NOT encourage other players to join in and hit the report button based on “I saw them do it” because this will land a suspension in most cases.

And lastly; we are considering allowing video evidence to lead to account action. I will say that even if we don’t use it we always check on the accounts in question and I can assure you that the one video link I received last night is leading to two account terminations.

Again; we don’t like cheaters.

sharkmegabyte.2859:

This is a nice gesture, but we’re seeing that it’s still not enough. Yesterday, in Tarnished Coast’s garrison, a small guild full of trolls drained all the supply with useless trebs and flame rams. They were mass reported as they stood around TAUNTING THE MAP OPENLY IN CHAT and building their trash.

No GMs showed up….

Until HOURS LATER, when it was all gone and none of the trolls were still around.

Then a GM showed up, saw nothing, and from what my servermates are telling me, they are being accused of false reporting.

Unbelievable.

Pay attention to the chat logs and the screenshots, please. And it’s obvious there are not enough people prepared to respond to these reports.

Have a bowl of facts:

I was there for three hours, cleared that guild, found the real person who placed the siege, and yes; placed one suspension for abuse of the reporting system.

The claims that the particular guild was laying siege is false. Apologies. It was someone else.

I investigated this last night and the claims are false. I found the person that was placing siege and terminated that account.

Also, remember that false reporting can lead to a suspension or termination of your account.

Hi everyone! Gameplan:

All login tickets should be done by this time tomorrow. Password resets, email changes, and authentication removal should all be looked at in 6 hours or less UNLESS you don’t provide enough information to prove ownership of the account (fill out your ticket forms thoroughly!).

Gameplay issues such as deleted items, missing skins, missed rewards are taking the full 72 hour SLA to respond to.

Appeals are also taking longer than normal but we’re getting to them. Again, give us as much info as you can to prove ownership to speed this up.

Guild Wars tickets will soon be handled with GW2 tickets – this will remove the issue of you guys having to wait weeks for help. Note: This will still only apply to game access as we do not support gameplay or bug issues for Guild Wars anymore.

I was out Thu & Fri of this week (home with a sick kid). I’ll review the latest batch tomorrow. Also, login is heavy again (game is on sale!) so we’re likely a bit outside of 3 days for GW2.

Curo.2483:

Hi GM’s!

I’m a community lead on NSP. A group of us are compiling reports on an individual who has previously been banned for WvW griefing on our server, and has since come off his ban. He’s right back at it again. If you can contact me here or in game, we’d like to have it dealt with swiftly. We’ve got screenshots and video if you like, but he doesn’t try to disguise his activities, so I’m sure you could catch him in the act quite frequently.

Also SoS BL is a nice place to find teleport hackers. There’s a specific necro I’ve had my eye on for a few days now… :P
Unfortunate thing about teleport hackers is you can’t grab their name to report them once they’ve teleported away.

In-game mail =) My display is in my sig.

Also, I don’t mind an in-game mail to report a cheat in real time. If I’m online I’ll look immediately. My display name is in my signature.

Always report as bot in WvW. It calls a GM to investigate.

Fuzzion.2504:

4/1/15 – 4th March Release Notes
Release Notes:
NEW FEATURES AND CONTENT

• GM Proheals will now drop a precursor if you can catch him and kill.

Want a bigger version of the wanted poster for printing for my work area!!!

Timelord.8190:

Ahka.6705:

Thanks Gus for dealing with our siege griefer that was following our group around yesterday. It was a most welcome sight to see them dealt with. You rock!!

What did he do with the griefer?

Gus suspended the account. I believe it was for two weeks. They were caught placing irrelevant siege to block placement of legitimate siege. We also saw their placement of 50 or so siege as well as ‘stacking’ interact objects (plates of food, for example).

If they violate again the accounts held by them will be terminated.

warduke.1780:

Michael Henninger.7451:

Just a heads up in case you see the character GM Proheals doing any of the following:

*appearing/disappearing
*teleporting
*running really fast
*not dying
*moving players – very unlikely but I know if I don’t include it….
*changing teams (friendly to enemy at will)

You should not see me doing any of the following:

*fighting back / fighting npc characters
*standing in unclaimed land
*reviving players
*using siege and supply

Here’s my toon:
!http://i.imgur.com/TTVHVaB.jpg!

Questions?

I have a question:

Will you be banning people who actually break the rules, or only people who upset your friends by dancing with them?

If that’s all that person did over the course of a month then they’d still have an account. Time to move on.

You’ll have to find me in Tera for that I’m afraid – or WoW about 3 years ago.

Great! I’ll get you taken care of in the next hour!

Gus Berger.1583:

You also might find GM Fimm Bjorn patrolling WvW and hunting down the cheaters and griefers.

Same rules apply that Prohea… I mean Michael just laid out.

Here’s my Norn with the moon in the background for mood lighting: http://i.imgur.com/TtLEXM4.jpg

Vote Proheals! #bestGMpic2015

If only I could roleplay a treasure Skritt with an enormous amount of HP. Catch me if you can!

psizone.8437:

Jayden Ennok.3687:

Send in game mail to GM Madi Walker.7520

I did that this time though last time I did so I received no reply and people kept seeing the hacker around.

I check them all, but most cheaters don’t cheat 24/7. That said I knock at least one out every day.

No bonus bags shall be acquired!

Just a heads up in case you see the character GM Proheals doing any of the following:

*appearing/disappearing
*teleporting
*running really fast
*not dying
*moving players – very unlikely but I know if I don’t include it….
*changing teams (friendly to enemy at will)

You should not see me doing any of the following:

*fighting back / fighting npc characters
*standing in unclaimed land
*reviving players
*using siege and supply

Here’s my toon:
!http://i.imgur.com/TTVHVaB.jpg!

Questions?

Guild Wars 1 tickets.

If your ticket is login related we’re moving GW2 team members over to work on those. If it’s an appeal and your account was compromised we’ll get you back in. If it’s gameplay related you won’t get a response immediately but it will eventually direct you to the Guild Wars wiki.

Going forward all GW accounts with linked GW2 accounts (or seeking a link) will be handled by the GW2 team in order to speed things up.

Again – we only support game access and exploit reporting for Guild Wars. All other issues are no longer supported (game hints, bugs, etc.).

MrFrosty.2563:

“1158386 Closed as a duplicate ticket. Solved.”

This isn’t a duplicate ticket and it isn’t solved. I have my original account I pre-purchased back in July 2012. When I try changing my password on THAT account it won’t just accept my email address. Instead it asks for my email, my serial code, and a character name. When I put in all 3 I get an error screen saying I need to contact support.

THIS forum account was made with my NEW GW2 account I bought during the sale that you put on when you announced your new expansion. I need to use this account to post on this thread because I can’t login with my original.

I still can’t change the password on my original account and I’m still not getting any help from you or your support team. I just want to play my kitten account please. I waited over a month to be told it was a duplicate ticket when I only created the one? Why?

Your response on this ticket was: “Please disregard and close this ticket. I forgot I changed my email address on the account. All is good now.”

You likely have a compromised email account. Change your email password and submit a new ticket. Post the new ticket number here and I’ll have a look.

Rising Dusk.2408:

Rising Dusk.2408:

Ticket: #1288143

It should be a fairly straightforward ticket, but it has been three days. Thanks in advance for looking into it!

I got a response today, so don’t worry about this. Thanks!

Whoo!

1282543 No harassment found, ticket closed
1158386 Closed as a duplicate ticket. Solved.
1179588 1
1151171 1
1234716 1
1216921 Decision to terminate is final.
1219570 Decision to terminate is final.
1189512 1
1160252 1
1249978 1
1279401 Solved
1186650 1
1275987 1
1206251 1
1274803 1
1281037 Solved
1268243 1
1167009 1
1265778 1
1264250 This is either a bug or a connectivity issue which CS can’t help with. If you’ve submitted a bug report then that is handled. If it’s connectivity then you’ll need to work your ISP.
1282693 Solved
1281738 Solved
1282011 Solved
1160158 1
1210155 1
1151171 1
1181766 1
1185853 1
1287738 Moved to the payments team. You should hear back soon.
1287251 GM is sending your item after his lunch. =)

Everything marked with a 1 is for Guild Wars 1 and I don’t review those here. However; I am looking at policy to speed up our response times. This will involve upholding banned accounts under all circumstances so if you’re appealing a ban from 2010 you won’t see a response from us.

Paranoiacandyblues.6052:

oh my, i mess up
ticket: 1271954
bodoke.6350

K, I see the problem but can’t discuss here. You’re in a short queue, should see a reply soon.

1273210, 1271369, 1272491 Solved by hotfix.
127195 You marked this ticket as resolved on Dec. 3rd. Do you have another ticket?

skullfaerie.7203:

Michael Henninger.7451:

skullfaerie.7203:

Hi,

Posting on behalf of boyfriend who has been experiencing a potential incident of cyberstalking, as the support response has been inadequate.
Revealing of personal information by another user that could not have been acquired in game is a privacy problem. It is also harassment and shows the user has been engaged in some in-depth research. It may look harmless to an unaware GM, but frankly it isn’t.
Ignoring some primitive bad mouthing/false accusations I can understand (although it’s part of cyberstalking behaviour and thus shouldn’t be), ignoring the privacy issue, not so much.

I’d like to see incidents of online stalking taken serious by support, as it is not a trivial matter. Sometimes it’s nothing, other times it can go south pretty fast. The behaviour is at the very least concerning.

In addition to the info he provided, we’ve recently seen his brothers account potentially get compromised (now secured, may be related, may be a coincidence-timing was odd). Happy to discuss the surrounding circumstances in private, for obvious reasons.

Ticket # 1194144

We do take harassment VERY seriously but what the chat shows is two people having an argument over a win/loss situation. This is not, in any form, harassment. If your friend has further details than those provided we’ll look again – but based on this complaint there is nothing to action.

*Edit – word choice /to see/ /action/

Hey, thanks for the reply!
Except that person- who is a complete stranger- is revealing information, specifically the victim’s ethnicity and exact location, down to the city, in map chat.
Pretty sure that isn’t information that just randomly comes up in an argument between two strangers who never spoke before or that a random stranger in a game should even have access to without anything further, am I wrong?

I’ll get him to message you some more specific details, like where we suspect this is originating from, if that’s okay.

Yep, that’s what I’d need. The last info supplied just pointed to an argument. We need small time-frames to look through. The more pointed the better.

skullfaerie.7203:

Hi,

Posting on behalf of boyfriend who has been experiencing a potential incident of cyberstalking, as the support response has been inadequate.
Revealing of personal information by another user that could not have been acquired in game is a privacy problem. It is also harassment and shows the user has been engaged in some in-depth research. It may look harmless to an unaware GM, but frankly it isn’t.
Ignoring some primitive bad mouthing/false accusations I can understand (although it’s part of cyberstalking behaviour and thus shouldn’t be), ignoring the privacy issue, not so much.

I’d like to see incidents of online stalking taken serious by support, as it is not a trivial matter. Sometimes it’s nothing, other times it can go south pretty fast. The behaviour is at the very least concerning.

In addition to the info he provided, we’ve recently seen his brothers account potentially get compromised (now secured, may be related, may be a coincidence-timing was odd). Happy to discuss the surrounding circumstances in private, for obvious reasons.

Ticket # 1194144

We do take harassment VERY seriously but what the chat shows is two people having an argument over a win/loss situation. This is not, in any form, harassment. If your friend has further details than those provided we’ll look again – but based on this complaint there is nothing to action.

*Edit – word choice /to see/ /action/