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GW2 Tickets for Review (7 days & older)

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1264687 Solved
1250881 Can’t discuss here, but your ticket is under review.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1258879 Closed as duplicate. If original is unsolved please post your first ticket.
1238314 Waiting for your reply.
1240411 Solved
1215745 Solved
1243060 Waiting for competitive to confirm eligibility
1135170 Solved
1233395 Solved
1244969 Solved
1247144 Solved

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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So I get this reply today.

“Before we can look into your request, we require that you contact us through the Guild Wars 2 Support Interface. We are unable to help you with a request filed through any other means.”

WHAT!???

How else would I get these ticket numbers!??

Your request (1242585:Re: Request received: 1221967:New Account Restrictions Are Back!) has been updated. To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.

This is ridiculous.

You’ll get a ticket number whether your ticket is an e-mail submission or webform submission. For security reasons you must use the webform in order to receive help.

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Checking In.

in Account & Technical Support

Posted by: Michael Henninger.7451

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Hi guys!

It’s no secret that customer support is swamped right now and we’re behind on things. I’m bringing in extra people to catch up with what is quite simply one of the best reactions ArenaNet could ask for – thousands of new and returning players.

Our priority is getting players into the game. Password resets are being handled as a priority. Other issues are coming in behind that.

Lastly, if you are in one of our batch password reset mailings and you have additional or separate issues PLEASE reply to the email and let us know. We are handling good contacts who chose ‘password reset’ in bulk for speed of service. This does not mean we want you to go away. We love you!

*Edit – Submitting your ticket more than once does not improve your wait time – it merely slows down the team as we have to close those duplicates.

Updating your ticket does not have a negative effect on your ticket. In fact, updating with additional identifying information can reduce your wait time.

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(edited by Michael Henninger.7451)

GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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For the time being this thread is being moved to 7 days or older. Our expansion announcement was incredibly successful leading to a tidal wave of players coming back. Login tickets are the priority right now and we’re running through them at blistering speed.

Many of you will get a response/solution sent in bulk. If that response doesn’t solve your issue please reply to the email and we’ll take a look at it individually.

Many apologies to those of you still waiting.

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Account Access Tickets

in Account & Technical Support

Posted by: Michael Henninger.7451

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Our login ticket volume is exploding. =D

Please be patient and we’ll get to you as soon as we can. The team is on overtime (literally) to get you all playing asap!

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Allow me to clarify. This thread is used for Guild Wars 2 tickets and anything involving Guild Wars 1 (including linking) is something that I can’t answer for you. It’s simply a matter of my not being trained in how Guild Wars accounts work.

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Didn't want a transfer!

in Account & Technical Support

Posted by: Michael Henninger.7451

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Piken,

Got a ticket number for me? You can PM it to me – better odds I’ll see it. =)

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Apologies for all delays (including mine in responding).

I’ll be visiting NCSoft tomorrow through the end of week so future replies here will be delayed (possibly until next Monday). I’ll check in whenever I can!

1110587 Solved
1114955 Solved
1113322 Solved
1112867 Under Review, cannot discuss here.
1109646 Solved
1112713 Programmers are looking at this issue – I’m sorry I don’t have an ETA. I’ll work on getting one and update your ticket with anything I find.
1117674 The censored name means prostitute in supported languages and the censor cannot be lifted.
1115405 Under review with our payment processor. I’m sorry it’s not going faster. channeling speed buff to appropriate party
1114032 Solved (And sorry!)
1114929 Solved
1081531 This account has been terminated. Solved
1117111 Under Review, cannot discuss here.
1117140 Solved
1118562 I have someone looking at this right now.
1114808 Solved (but reviewing that policy).
1115140 I’ve replied to you – I’ll watch for your update.
1118575 Solved
1121819 Under review but needed to be escalated in order to find out how the guild was lost.
1122178 I’ve got someone looking at this right now.
1124103 I moved your ticket from appeals to the payments team. They should be with you shortly.
1125906 Under review by the communications team.
1124575 Under review
1123499 Under review (will be approved if logs collaborate your request).

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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NINE days and counting for a thing as simple as a password reset on GW1. Again, 1107166. The lack of respect for your customers is staggering.

I don’t have information to share on GW1 tickets. They are being worked (slowly) and we do apologize.

Also, posting your ticket over and over isn’t going to get it worked on faster.

When I will need your opinion I’ll ask for it.

And this is a public forum. By posting on a public forum you are asking for the opinion of others. The mods of this forum do not prohibit others from giving information out if they know it. Ellieanna happened to know that Michael doesn’t have the inside scoop on GW1 tickets and let you know since it is the weekend and he was unlikely to post over it. So instead of having you wait until sometime on Monday, she posted it for you via a quote so you weren’t left hanging over the weekend.

Michael is not privy to information about Guild Wars 1 support. Therefore he can only say that they are working on it without giving any details.

Again, when I will need another player’s opinion about the status of a ticket ON A THREAD STARTED BY A MOD FOR PLAYERS TO POST UNRESOLVED TICKETS OLDER THAN THREE DAYS, I will ask for that opinion. Until then, allow me to believe that Michael is competent enough to talk for himself.

Until then, I know how to read and I read all that. It does not constitute an excuse for absolutely abysmal customer service. Recovering a password shouldn’t take TWELVE days (and counting) just because they took away GW1 from the NCSoft website but aren’t able to provide the proper CS on the GW2 website.

So, as I am really not exactly in the best mood about not having access to something I paid hundreds of dollars for over the years, try and let the mods comment on the status of tickets instead of trying to start uncalled for arguments just to feel important. It’s not your ticket, it’s not your account, it’s not your money. Stay out of it.

Your hostility towards others trying to be helpful is staggering. This forum is for Guild Wars 2 support and as I have said before I do not have additional information on GW tickets.

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PSA: In-Game Mail From "GMs"

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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My team will never ever send an in-game mail to notify you of an account infraction or warn you that you sold gold.

If you had sold gold we’d already have terminated your account.

Please do not reply to these mailings or provide any information to the website linked within. The page is NOT an official Guild Wars 2 webpage.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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I don’t have information to share on GW1 tickets. They are being worked (slowly) and we do apologize.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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We’re running about a day behind due to a large incoming volume. Apologies!

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1109013 Under Review
1117327 Under Review
1107159 Under Review
1106817 Solved

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1102695 Display names can take some time to update, especially for accounts with a large volume of friends/blocks/follows

But my display name isn’t what was changed. My email was. But on the forum under my display name when I’m not in a thread shows my old email.

I also have a small number of people on my friends, followers, and blocked lists.

That’s…. odd. I’ll take a closer look.

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Ingame GMs, do they exist?

in WvW

Posted by: Michael Henninger.7451

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Would there be much point banning a hacker without finding out and plug the hole he/she/it used though?

When we ban someone we’ve seen what they were doing. We’re aware of how and my job isn’t to plug the hole. It’s just to stop the person that used it.

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Ingame GMs, do they exist?

in WvW

Posted by: Michael Henninger.7451

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Not like anet people don’t take a 2 week vacation like Many other people in the working world around the holidays……..

And it was AWESOME. =D

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1105500 Blocked for Selling Gold, No Further Action Will Be Considered.
1105561 Solved
1105580 You must verify identity before any request can be made with PayPal
1098756 Solved
1102695 Display names can take some time to update, especially for accounts with a large volume of friends/blocks/follows
1100276 I have requested an immediate resolution for you.
1108557 We’re behind due to a large volume of incoming tickets. You’re not forgotten. =)
1107132 Under review
1106111 Under review
929011 I have a senior looking at your request.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1105468 Under Review
1091254 Solved
1091349 Under Review
1096017 I’ve asked for your ticket to be resolved immediately.
1093428 I’ve asked for your ticket to be resolved immediately.
1095454 Defrauding – We don’t return items lost but we will terminate accounts who steal from others.
1087615 Solved
1034245 Bug Report
1092060 I’ve asked for your ticket to be resolved immediately.
1091799 We’re awaiting your reply. If you did not see our reply check spam/junk folders.
1094057 Solved
1091735 I’ve asked for your ticket to be resolved immediately.
1089011 Solved
1087872 Solved
1086571 Solved
1083273 Solved

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Cheating Dev

in WvW

Posted by: Michael Henninger.7451

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Stones shall be thrown at my person upon the ’morrow! Srsly tho, sorry!

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Cheating Dev

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Posted by: Michael Henninger.7451

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I would like to make a request for improvement that the names when on the apposing team for GM’s would not default to the generic invader names.

Amen. We’ve put the request in and hope for a fix soon, but you know, priorities. As long as there’s a Pepsi on my desk I won’t complain much.

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Cheating Dev

in WvW

Posted by: Michael Henninger.7451

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Publicity stunt successful. They won’t bother wvw for 6 months now.

Except that I myself have several wins this month in the eyes of the WvW community. We’re kicking kitten.

In fact I’m hunting right now. On day 1 of my vacation. I care that much. Come say hi!

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Cheating Dev

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Posted by: Michael Henninger.7451

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There are 6 GMs with the power to monitor WvW in the live environment and all work directly under me.

6 seems like a small number to monitor all of WvW. Is this a test before expanding the team or is your data indicating you can monitor everything with just 6?

I’m not trying to be critical, just mildly curious.

Either way, I think it’s cool that we may see visible dev oversight when there’s a problem.

Great question. The total number is much larger, only those 6 and myself will ever be visible.

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Cheating Dev

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Posted by: Michael Henninger.7451

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Michael, it looks like you need a spectator mode without your own character model being rendered. The match interference is in the fact that for whatever team you’re currently flagged as, the opponent teams will try to kill you with extreme prejudice. That alters their decision making, and causes group leaders to lose control of their teams.

I originally called it a mistake because I felt that the above should be obvious in deciding how such a GM account would interface.

Furthermore, the visibility of your GM guild tag is going to alter the behavior of nearby baddies.

During a fight we’re switched to friendly to all unless there is chat we need to monitor, then we go invis. Watch us in action and you’ll see we actually don’t get in the way. The screenshot above was taken after bay was turned and the team had no hostiles. I was showing them how the tool worked and assuring them that I wouldn’t die and drop loot bags.

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Cheating Dev

in WvW

Posted by: Michael Henninger.7451

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Please tell me you’re going to be cracking down on cheaters.

PM me if you want to know the name of someone who has been cheating for over a year and a half straight non stop. He is cheating constantly and doesn’t turn this exploit off. He laughs about it because he’s been doing it for so long without being banned and even makes fun of Anet for it.

Reporting this individual with 100% proof videos, or having literally HUNDREDS of people reporting him has done nothing.

Add me! Account is in my sig.

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Cheating Dev

in WvW

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Give me 10 minutes to write up my response. =) I’m the “cheating Dev”.

You still owe me a loot bag! I was the thief backstabbing you on the wall. Nearly downed you and suddenly you’re friendly. :P

Interesting to see what a GM can do ingame though!

Ha! Terribly sorry about that. The teamswitch command is a bit rough to type and I was trying desperately to move to your friendly team.

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Cheating Dev

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Posted by: Michael Henninger.7451

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I also want to point out that I didn’t find any cheating during this session. I’m not sure where the mesmer portal theory is coming from as I watched all 3 teams run in to bay correctly and fairly.

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Cheating Dev

in WvW

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I haven’t read this entire thread because it started to become a lot of “I heard he/she did this”. Here’s what is happening and you’re going to see more of it.

There are 6 GMs with the power to monitor WvW in the live environment and all work directly under me. The shots above are of me (GM Proheals) standing in Bay after BlackGate took the point.
I ran all the way from TCs Gari into Bay visible and was a Guardian the entire time. No tool exists to allow anyone to switch professions.

We have the ability to switch to any of the 3 teams (blue/green/red) in order to properly police WvW. This allows us to visibly take action against players due to recent outcry that we aren’t actually there doing anything. We can also switch to a fourth team making us ‘friendly’ to all teams but we can’t communicate with you when we do. We also can’t communicate with hostile teams which is why we’re team switching.

These characters are separate from both our play and work accounts – and when used in WvW are only policing. Any interaction such as killing or taking a point (standing in the circle) will flag for audit.

This wasn’t a test. I was there doing live monitoring of the WvW environment. We’re looking for hacks, invisible players, siege griefing, and more. We’ll be present on all servers randomly for both NA & EU and have no bearing on the outcome of a match.

See https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist for more on what we do in WvW.

Many of you know me in game and I thank you for the positive feedback we’re getting while we work on keeping WvW balanced and fair. If you helped me take down a cheater – cheers!

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Cheating Dev

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Posted by: Michael Henninger.7451

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Give me 10 minutes to write up my response. =) I’m the “cheating Dev”.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1083648 Solved
1082550 In Appeals.

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GW2 Tickets for Review (7 days & older)

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Michael Henninger.7451

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1079855 Solved

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FAQ and "Sticky Threads"

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Posted by: Michael Henninger.7451

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(edited by Moderator)

GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

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1054644 – This isn’t something support can help with. You need to submit a bug report in-game so that Quality Assurance is aware of the issue.
1069443 – GW Tickets are handled separately from GW2 and have a slower response time. We’ll get to you. =)

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

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1065183 Final Response sent and is correct.
1025053 Not an account issue, but your ticket is in the hands of the Communications team.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1059818 Privacy laws don’t allow me to discuss billing situations on the forum. Please use your ticket for these questions.
1060244 Solved

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Forum 'squishing'.

in Account & Technical Support

Posted by: Michael Henninger.7451

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They all work now (at least from my point of view). Thanks for helping out!

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1060244 I’ve taken care of it for you. Apologies, this should have been done the first time around.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1050900 The only mail I received was the “test” mail. And I have not received a new node.

Cool, just making sure you’re getting our replies. I have someone working on getting these resolved today.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1059123 – Still under review (these involve a payment processor so we’re waiting on them).
1065066 – Your ticket had a small error, you’ll receive a reply this morning.
1050900 – Did you get a reply from me (GM Proheals) that simply said “Test”? – Regardless, did your node not come back?

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1050369: The recipient existed because the nickname you sent to happens to be a character name. I’ve escalated the issue as a game bug.

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Forum 'squishing'.

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Posted by: Michael Henninger.7451

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Gaile is making a separate post but this behavior is an expected potential side effect of the merges. If it doesn’t auto-resolve in a day or so we’ll repost the info as new threads as a work around.

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Forum 'squishing'.

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Posted by: Michael Henninger.7451

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No, those were all moved. I’ll let Gaile know.

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Forum 'squishing'.

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Posted by: Michael Henninger.7451

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Ah!! It happened! I totally forgot! I’ll work on cleaning things up a bit. =)

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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1053151 Solved
1050900 We’re waiting on a hotfix, the tickets will get an update today.
1053072 Same as above.
1053738 You need to follow the instructions given and confirm you’ve done so.

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Lotus Node missing after newer build

in Bugs: Game, Forum, Website

Posted by: Michael Henninger.7451

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If you haven’t submitted a ticket for this please do so.

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Account login error code 11:1001:8008:188

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Posted by: Michael Henninger.7451

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Your ticket number is #1052415. If you don’t get the email create a new support ticket and reference this number so my team brings it to me. =)

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Account login error code 11:1001:8008:188

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Posted by: Michael Henninger.7451

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You should be getting a Support Ticket from me shortly.

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FAQ and "Sticky Threads"

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Posted by: Michael Henninger.7451

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(edited by Moderator)

Forum 'squishing'.

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Posted by: Michael Henninger.7451

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You’ve probably read today that the PC and Mac Tech subs are being merged with this sub.

Given the amount of info in the stickies for these three subs I’ll be making some sort of FAQ for those topics to reduce the number of stickies that would be required on the 9th when the merge happens.

Just wanted to let you all know that I’ll be messing things up for a little bit.

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Forum 'squishing'.

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Posted by: Michael Henninger.7451

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You’ve probably read today that the PC and Mac Tech subs are being merged with this sub.

Given the amount of info in the stickies for these three subs I’ll be making some sort of FAQ for those topics to reduce the number of stickies that would be required on the 9th when the merge happens.

Just wanted to let you all know that I’ll be messing things up for a little bit.

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