If your account has been blocked/suspended/terminated - Read this.

#1 - Oct. 18, 2012, 6:25 a.m.

There have been quite a few people who’s accounts have been wrongfully blocked/suspended/terminated recently.

Why? I do not have the answer to that, as I’m just a mere mortal in this huge community of awesomeness and hopefully it will stop soon.

What I can tell you is, all you have to do is submit a support ticket letting them know that your account has been wrongfully terminated. My account was terminated permanently for the act or assistance of selling in game stuff for real money, which was false. My account was back up and running within 12 hours.

Let me note, I never received an e-mail back from support. So you might just have to keep randomly trying to log in to see if you’re account is back up and running.

To the mods: Sorry if this type of post shouldn’t go here, but I thought maybe some of the people that might want to rant after submitting a support ticket could read this first before filling up the forums. Just trying to keep you guys busy on other stuff and not locking all these incoming topics. <3

KEEP TRYING TO LOG IN. DON’T WAIT FOR AN ANSWER FROM SUPPORT.

I’ve been in touch with a lot of people in the past few days that have been waiting on a response from support when there account was already back up and running. If you were wrongfully banned, yes submit a ticket, but then keep trying to log in every 3-4 hours, because they most likely will fix it before they even see your support ticket.

CC Eva

#2 - Oct. 18, 2012, 7:14 a.m.

Hello Tigerbite.

Thanks for letting us know!! Customer Support are certainly the people to contact with, should problems of this type affect a player.

Gaile Gray

#4 - Oct. 18, 2012, 9:42 a.m.

I think it’s close enough in time that this post may be relevant. There was a brief glitch last week that did cause some accounts to be blocked in error. The situation was reversed in a matter of hours and the accounts were reinstated. That may be why TigerBite was back in the game without a response to his/her ticket. (In other words, the situation was reversed before the ticket was acted upon.)

If you were blocked last Friday, October 12, then that post could apply to you, and you should be back in the game. But if you were blocked on another day, you will need to file a ticket and then Support can review your particular situation and attend to it.

Gaile Gray

#16 - Oct. 19, 2012, 10:26 a.m.

For anyone who has experienced this issue, I hope that you have tried to log in recently. If you’re still unable to join the game, and if you did not sell or buy gold or use a third-party program, then by all means submit a ticket to Support. It’s very unusual for tickets to take more than a day or so to get resolved, unless there’s something unusual, like an account dispute.

I just spoke with an agent last night, and he told me a lot of details about a particular case where two people were claiming that they owned the account. In those cases, it’s going to take time to get the proofs of ownership, assess them, and make a determination. Sadly, in a few cases, it’s impossible to determine the real owner and those accounts will be terminated and no one will be given access. (This is yet another argument against account sharing or purchasing a used account — lot’s of people are burned in those situations!)

Helpful info:

Here is information to help you:

Gaile Gray

#21 - Oct. 19, 2012, 12:48 p.m.

Please, guys, DO contact Support so that a team member can review the case personally to see what may have happened. If it’s a legitimate termination, it will be upheld. But if it’s one of the rare “false positives,” they will take care of it.

Gaile Gray

#27 - Oct. 19, 2012, 10:02 p.m.

Please submit a ticket to Support by clicking the “Ask a Question” tab on the lined page. If you were banned in error, the team will help you with this!

Gaile Gray

#87 - Oct. 26, 2012, 11:42 a.m.

When you guys post in this thread, it’s only meaningful if you include your ticket number. I know you may be frustrated, but if you include the number, there’s actually a value to the post (aside from getting something off your chest ).

Thanks for including your 12-digit Incident or Ticket Number.

Also please note that some of the people posting here in heated tones are botters or RMT workers. Not everyone who is blocked is blocked in error. In fact, the vast majority of those whose accounts are terminated are provably guilty. Sometimes there are issues, occasionally there are errors, but they are a tiny percentage and we will take care of those. But please don’t perceive there’s some sort of massive problem simply because you see people protesting. In some cases, the protest is well-warranted. In others, it’s just a rant from a frustrated botter or RMTer.

Gaile Gray

#89 - Oct. 26, 2012, 12:07 p.m.

Thanks, Rafael. I look forward to seeing other updates (or edited posts) to include Incident Numbers.

Gaile Gray

#190 - Oct. 30, 2012, 5:10 p.m.

getzzzonked.7609:
I know some people were wondering about the 1 copper mail thing in this thread.

Gaile Gray has just confirmed it on the three day thread that this will not get you banned.

Receiving one copper in the mail is not even one of the many details we review in looking for proof of botting. You can relax about that.

Grim West.3194:
Gaile, I understand ArenaNet’s need to deal with botters and gold sellers. But your “tiny percentage” is still a huge amount of players wrongfully banned. Being wrongfully banned is bad enough, but to add insult to injury is the fact that it takes so much time and effort to get ArenaNet to acknowledge their mistake.

After 5 days I still have never recieved any kind of response or explanation for why my account was banned. The gold selling notice on my log in screen is the only thing I have to go by.

So not only am I angry that you all banned me for something I have never done and never would, but ArenaNet’s customer support is so sadly lacking that we are treated as if we don’t exist. So of course we are angry, and rightfully so. How would you feel if you were treated as shabbily as we have been, for something you did not do?

121021-001711

I am sorry that you have waited so long and I do agree, it has been too long.

Part of the confusion is that the details of the incident seem to indicate a hack (like an RMT worker stole your account) and yet no evidence of an account compromise can be found. I’ll see if I can ping someone to dive into this one.

Gaile Gray

#191 - Oct. 30, 2012, 5:10 p.m.

getzzzonked.7609:
My account has just been unblocked!

Yay, so happy to hear this! Thanks a lot for posting.