Guild Wars 2

You mean the MMO in Space ? I have the game and I also remember how the customer service was when it first launched. It is not much different than what is happening currently here. If you don’t believe me, ask people who played since launch.

I know because I had to submit ticket and wait through it as well in that game.

I am not going to blanket every poster on the forum. However, this is internet and unless I know the person in real life, I take their words carefully. Just because someone said something on internet doesn’t make it true.

First, I would probably edit out the link from your post.
Second, just because their accounts are working at the moment doesn’t mean its safe. There are many people banned because their key are bought using stolen credit cards. I would try to get a refund from where you get the key from then get a key from a authorized retailer.

It is just my guess that your key is being flagged as part of the keys bought with stolen cards.

Where did you get your GW2 key from ?

They might have hacked your email first. You said your serial code is in it. They might have reset the password, got your character name and file for support to change your email ?

The other companies charge 15 dollars a month. They have more income in that aspect to say the least.

Also, I am sure one of mentioned company took a long time to get to the CS level they have now.

Back in the early days of WoW, it took forever to get ONE issue corrected.

@Synapse

If you have not submit a ticket yet, I would strongly urge you to do so.

How long ago were your account hacked ? There was a period of time we are able to change the login email but it was later disabled since a lot of people’s email were hacked ( I think it was related to a certain fan site being hacked ).

If you wish to change the login email now you will have to have support help you with that.

@ebentan
I would not just write it off so fast if they have not close your ticket. They are still probably working through it. We don’t know how it is processed. They are not ( I sure hope not. It will surely give those gold sellers some ideas how to by pass/get around the system ) going to broadcast how the process is done. Be patience is all I can suggest.

@Adanteh
The problem with giving out any info before its concrete is taking a risk of giving out false hope. You never know how people would react if they said “yes you can have the account back” first then discovered there is more than meets the eyes with the account itself. Should that happen, can they backtrack on the “promise”? How would a player react ? What would the play do in that case ?

All it does by giving out info when nothing is certain is create future headache. I have no clue what kind of legal issue that might create but I am sure it is done for a reason.

@Deutero
It is understandable that you want to rant in your situation. I do hope at the end you get your account sorted out. I do find if I dwell on something too much, it gets me annoyed even more. I often just leave it and take some times off and come back later on to deal with it again. Best of the luck to you.

@Leira
I would guess the german support is a smaller group hence it might take a bit longer. I am sure those hackers and farmers do not pick a particular region to do their activities and therefore I am sure they are also flooding german support with fake appeals. I do hope you will have some good news to share soon!

Did you by any chance moved to another server ?

@Leira

I think you are right in your post. I hope you get your case solved soon!

@Deutero
The only thing you can do is wait patiently like Calico. Bashing/threatening support is not going to help your case at all. We have to remember supports are just regular people like us and need to be treated kindly.

At current time, I don’t think there is a way to change names yet. They might add it into game later on.

@Calico
Congrats! I am glad your patience finally paid off and thanks for sharing it so we know ANet is indeed trying to help us as fast as they can

@Calico

I simply want to express how amazed I am with your calm attitude

I am now just waiting for this thread to be locked and left with “Please wait for 24-48 hours for response. Post in the thread if its pass 3 days” by a mod. Best luck to you guys who are wrongly banned.

@tolunart.2095

I am glad you have the patience to type of the whole post. I only wish people would actually read it.

Clearly you know your ticket is not skipped. His issue is not account banning issues and it does not require in depth investigation. Your account is banned, they will have to go through more details instead of just lift the ban on demand.

All you do by creating more tickets is just adding on the workload of support and hinder other people’s issues.

https://forum-en.gw2archive.eu/forum/support/account/Disappointed-with-the-support/first#post595146

Hows that for current ?

You should be able to see where your account is logged in through account setting.

From this thread

https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post285416

Ticket queues are running about 24-48 hours, so please do not ask for a follow-up on your ticket unless it is at least 3 days old. You can request a follow-up on this forum, in the “Tickets for Review” thread. Thanks for understanding.

The turn around time is 24-48 hours. You can try to call the main number and I am sure they will direct you to submit a ticket. You can send it duplicate tickets but you will probably also suffer because of back up tickets. Not to mention even if you get multiple supports to try to fix your account, you might create more problem than solving it. You are in line and it will make it to the support when it’s your turn. Spam phone/ticket/forum is not going to help.

ANet currently has no tool to refund any item/gold.

You have to submit a ticket to support and wait for them to reply to you.

Another thing you can do is using Gmail’s alias function as mentioned http://support.google.com/mail/bin/answer.py?hl=en&answer=12096

With Gmail, you can even add the authenticator to it. That means, the hacker will have to guess your right gmail with the alias, then they have to have the authenticator to hack into your email.

Ramon.2137:

Zaken.1806:

If they can’t restore deleted characters/items/gold, I highly doubt characters transfer is possible.

That sound really sad, but for me it sounds like they either dont want to work on it or they cant do it seriously Oo,( everything should be in logs etc)

They are working on a tool to restore it. They can’t just allow every support to randomly access database and adding/removing items from accounts. I think it has been said many times that they will not access player accounts to add/remove items.

I think they do in fact refund the game if you contact the support ( yeah I know…that’s the only way to do it though )

If they can’t restore deleted characters/items/gold, I highly doubt characters transfer is possible.

You need to protect your email account in that case.

As far as I know, the serial code is not in the account setting. How would hacker know about your serial code ?

With authenticator, they will have to enter the time-based code in order to get into the account first. That means they will not be able to reset your account password.

Good to hear that it is working for you now.

Did you try to type it in manually ?

The ticket wait time is 24-48 hours. Spamming forum and make more tickets is really not going to help your case.

Add the authenticator to your account for another layer of protection.

rafaelhen.4397:

I am very disappointed with the support, my account is locked for over 24 hours and none of my tickets were at least answered.

They have said the ticket wait time is about 24-48 hours. The more you spam them with tickets the more you slow down the tickets being process in a timely manner. The best you can do is file a ticket and wait for response. If its over 3 days and no response, the post on the sticky thread for review.

I see so many people on the forums saying they have multiple tickets that are not answered. One of the reason is they are flooded by duplicate tickets with the same problem.

Do yourself and others a favor and file one ticket only.

Why would you send two tickets ? You are basically taking up two supports for one issue.

One of the most common issue is people buy key off unauthorized site, where did you get your key from ?

I am confused about your post. You are unable to get the right password yet you can log into the game to play ?

What are those several reasons ?

I think Axe sushi is cuter.

I think you have to contact support to do that. I would recommend at least adding authenticator if you want to disable that.

I think you need to post your case number in https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged if your ticket is more than 3 days old and has no response.

There are two things you can do.

1. Move to a less populated server.
2. Check the server transfer at different period of time and try to catch the ability to transfer. I have a friend who recently check the server transfer ability for about a week and finally able to transfer to the server.

Support will not be able to move you to the server you want to go. If they do that for you, they will have to do it for everyone who requests it and that makes the server population limitation meaningless.

They have no system to restore items at this time as far as I know.

CutePicsHunter.7431:

@Zaken,
https://www.guildwars2.com/en/retailers#UnitedStates-digital
but yes, retailer, not reseller.

121029-001232

Oops sorry. In that case, I would just wait till support to get back to you. I think with the amount of stolen CC being used, ANet will have to take extra care to restore accounts and lift the ban. I am sure they can easily allow player to add a new code back to a banned account. However, it is not in their favor to simply allow that because some of the gold farmers can simply use another stolen CC to get a new code and get the account ban lifted. That would only increase problems they are having right now.

I think when you go through Paypal, ANet do not have your CC info. Only Paypal is the one processing through your CC. I think that is one of the reason Paypal exists. I would try to use Paypal in your case.

@Gav Not everyone who has CC stolen realize it right away. The bank is not going to notify ANet it was blocked by mistake. If ANet has no minimal system in place to block those fraudulent attempt, supports will have extra work load just by dealing with all other possible issues with stolen CC. Why not just use another CC to do the gem purchase or even paypal. I think you can even buy the cards at retail store that allow you to add gem into the account.

I think they are slow in respond because they have to do it case by case. They can’t just restore every account if its actually farmer account and not players. With all the fraudulent CC floating and used by shady online seller and gold farmers, they would probably benefit more from investigate the account more instead of just allow people to apply a new key back into account.

For example, if an account is bought and used by farmer and reached level 80 then banned, the gold seller could easily get another code by the stolen CC and apply the key back to the account and start farming again in no time. For them, it is simply steal another CC and do it again. On the other hand, it creates more issues for ANet. If would make more sense to fully investigate the account before allowing a new key being applied and account restored.

@CutePicsHunter I don’t think that online retailer is “authorized re-seller”. At least it is not on the official site. https://buy.guildwars2.com/en/retailers