Can't create 2nd account, no support access.

#1 - Aug. 18, 2013, 3:08 p.m.

I purchased and attempted to register a 2nd account. I chose the option to link it to my first account, but only succeeded in getting a new display name for my 1st account. (the Muchael.9403 is about 1 hour old, you are seeing my first use of it, but my original game account and all my previous posts under that display name have been insta-converted to the new display name.

My current cast of 5 heros seems to be safe, under my old userid and password but new display name.

However, I have now 2 Serial Codes, but only one account I can play I would like to get that fixed. I can readily prove who I am in real life and prove that I bought them to the support people if I only could contact them.

I go to the support and try to put in a ticket, but it requires a support ID and password. My current id and password that get me into the game andinto the forums won’t work, so I dutifully try to create a new one. It won’t give me a new one because if finds another account has my email. Of course it does. I only have one email and my game account has is, as does my forum account. So, can’t login to support because can’t create an ID. I’m not going to make a fake email address just to contact support.

Any ideas on how to get support help?

What I’d really like is to call some support number, wait the requisite 45 mins for someone to answer, deal with them for half an hour, and have this all fixed. Or the equivalent with online chat.

I see occasional indications that there is a Live Support, but find no way to reach it. Help on this would be appreciated too.

At the moment I’ve spent my money and am stalled out, not being able to even send in a suport request other than this forum.

TIA

Gaile Gray

#7 - Aug. 18, 2013, 5:12 p.m.

Michael — I want to thank you for pointing out those very old threads that refer to “Live Help.” That system hasn’t been available in a very long time, for we found that the wait times and the slowness of issue resolution made the entire concept less than effective. (In fact, I noticed your comments about the very same thing, so I imagine you’ve had negative experiences with other companies and their telephone or chat help.)

Submitting a ticket really is faster and the outcomes are more accurate. I’ve edited the post in which there was mention of “Live Help” so that there is no confusion about the matter.

I am not sure what you’re trying to do:

If you are upgrading, you simply add the serial code to your existing account and you should be good to go.
If you are attempting to make a completely new account, register it from the outset with a different e-mail address than the one used on your first account.
If you are attempting to link a Guild Wars and Guild Wars 2 account, you can do that from the registration interface.
If you are attempting to link two Guild Wars 2 accounts, that’s not possible.

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

For tips on what information to provide in a ticket, please read this post.

If you find you still need help after three days, feel free to post in the Tickets for Review thread, which is at the top of this Account Support sub-forum.

Gaile Gray

#18 - Aug. 19, 2013, 9:50 a.m.

You are not required to have a Support Account to get help. Simply write [email protected] if you’d prefer to use that route.

Yes, you may use the e-mail address that is associated with your game account for your support account. Tens of thousands of people do that. What you cannot do is use the same e-mail address for two GW2 game accounts.

If you have a Guild Wars account, and link it to a Guild Wars 2 account, the accounts will have the same log-in (account) name. That can also be the support account’s log-in name.

Support within 12-24 hours is the norm. Sometimes folks get help in minutes. Sometimes it takes a bit longer. At no time should you assume that 3 days is the norm. 3 days is outside the norm, which is why I encourage folks who have waited that long to use the official thread above to ask for a follow-up.