Can't change e-mail address... For months.

#1 - Nov. 7, 2013, 10:38 p.m.

Okay here’s the deal. I’ve changed my original account email to a newer one, because it was on a crappy old SLOW free e-mail service, ‘cause my GW1 account was registered there. So I’ve changed it to a new e-mail a few months back…

But here’s the problem: My e-mail authentications still get sent to my old e-mail, eventhough under my account name here on the site, it shows my NEW account e-mail… I still have access to both, but I’d rather have my authentication e-mails sent to the NEW e-mail, because it’s sooooo slow and painful to authenticate it from the OLD e-mail address.

Gaile Gray

#3 - Nov. 8, 2013, 4:36 p.m.

Please go to the top of this page, and click “Support.” Then, when the page opens, choose “Submit a request” in the upper right of that page. When the new page opens, under “Submit a Request” choose “Account Issue.” On the new page, open the drop-down option menu under section called “Issue.” From there, choose “Account Management” and when it expands to the right, choose “Changing an Account E-mail.”

I know all these words might make it look complicated, but it’s not once you get into the pages. And remember: If you do not have all the information requested, we do not require all that information, so provide as much as you can and the team should be able to assist you.

Gaile Gray

#6 - Jan. 20, 2014, 4:19 p.m.

TSLlol.4879 – I did not find a ticket from you in the system. If you need to do so, you can simply e-mail support at [email protected]. We want to get you the help you need.

wrobel — I’m sorry if you found your ticket language confusing, but please keep this in mind: Anyone could write in from a second e-mail account and say “I own the account named [email protected], please change it to [new name].” Yes anyone could attempt that. If we simply said “Oh, sure, here ya go” that person writing may or may not actually be the account holder, and we could be allowing someone to get hacked through our own support system.

We ask questions because that is the way to ensure we are helping the real account holder, and doing what, and only what, the account holder desires. I think the inconvenience of answering those questions would pale when compared to the knowledge that we’re taking care to use appropriate security measures for your account.

Gaile Gray

#7 - Jan. 20, 2014, 4:23 p.m.

As to terminology, yes, it can be confusing. Here’s the skinny:

Account name = log-in game = user name = An email address at account creation and used to log in to the account. Your account name can be changed through a support ticket.

Display name = A rather generic (in most cases) alias that identifies you in the game and on the forums but protects your e-mail address/user/account/log-in name. After all, [email protected] is part of your account credentials. No one can or should be able to hack or assume your identity using LittleFreddyFooFoo.1234.

I have put in a request to make a change to our interface that would greatly aid this situation, but UI changes take time. I will check on that request this weke.

Gaile Gray

#11 - July 8, 2014, 5:41 p.m.

Vladikh.5078:
well related with this post i have been trying to change my account email ,but still no success, i have lost access to my account email about a week ago and already asked the support 2 times to change my account email, they always say the same thing “After researching the provided information, we will not be able to assist you with accessing this account.” i am trying to protect my account and i can’t do it with this crappy system,if i wait more time i will surelly lose my guild wars 2 account to some hacker ,and i don’t want that to happen i have waste some time and effort on this game and still do.

This was resolved in Ticket #730578. If you have further questions, please update your ticket to speak directly with a Customer Support agent.