Help for a friend with authenticator issues

#1 - July 6, 2014, 3:14 a.m.

One of my guildies is in the military, and she moves around alot, and has never had a problem getting authentication email. She recently moved to south korea, and tried to log into guild wars 2, and hasn’t received an authentication email. This makes it impossible for her to log into guild wars 2. She sent a support ticket it in, giving her serial number, and got a quite rude response back. She sent another support ticket in explaining her situation, and trying to get a better resolution. Is there anything you can do for her? Here are the two ticket numbers.

1st ticket: 724642 here is the response she was given.

Hello C******

Thank you for contacting the Guild Wars 2 Support Team.

After researching the provided information, we will not be able to assist you with accessing this account.
Regards,

Polly.

After that response she sent in a different ticket that number is 727653.

Gaile Gray

#3 - July 7, 2014, 6:21 p.m.

No worries, I saw that ticket in the queues and your friend will be helped very soon.

A couple of comments:

We have a permanent thread in the sticky threads of this forum called Tickets for Review. It is in that thread that such questions should be posted, and only after the ticket is three days old. (This was posted when the ticket was less than 48 hours old.)
Duplicate tickets are bad. Submitting a second ticket, rather than asking questions or expressing concerns in the first ticket, slows down the process, as the tickets must be reviewed, assessed, merged, and then answered. Her second ticket was closed and merged into the first but again, that does take extra time.