There’s a good bit of information that our Technical Support Team can use to help address your technical issue. Here’s what to provide in the ticket you submit using “Ask a Question” on the support page:
The best thing to send is a Game Advisor report, which will provide basic hardware and software information. Please note, no personally identifiable information is included in this report and you can review the report prior to submitting it to us.
To run Game Advisor:
- Download Game Advisor from here: http://us.ncsoft.com/gameadvisor
- Double click “Game Advisor.exe” to start the application.
- Once started, click the icon for Guild Wars 2.
- Once selected, click “Test Computer and Connection.”
Depending on the speed of your computer, running this report can take between 5 and 20 minutes. Once completed, a window will appear with the results. Click “Open Folder Containing Report File” and look for a file called “Guild Wars Test.zip.” Submit this file with your ticket.
NOTE: We are currently updating our support website and services to provide a better experience for our players. However, due to security concerns, we currently are not able to receive attachments through E-mail or the Guild Wars 2 support system.
Therefore, please use the following instructions to create a new support ticket with the following data attached:
1. Navigate to http://help.ncsoft.com/access/unauthenticated?return_to=%2Fhc%2Fen-us%2Frequests&theme=hc
2. If you do not have an account, create one or if you have one but cannot access it, click “Forgot Password” to have the password reset via E-mail.
3. Once logged in, you should be taken here: http://help.ncsoft.com/hc/en-us/requests
4. Once on the “Requests” page, click “Submit a request.”
5. Fill out the information requested on this page and attach the files requested above using the “Attach File” button.
6. Once completed, your opened ticket will be displayed in the “My Requests” field.
An agent will respond to you and move to the next step of giving you technical support assistance.