Locked out account, No response from CS!

#1 - July 14, 2014, 4:13 p.m.

Ok so I’m pretty upset. Sorry if I rant. I came up from school this weekend to my family’s home. I have off until Wednesday. So I took my younger sister out and we went to Gamestop to either get Guild Wars 2 gem cards or World of Warcraft time. She wanted to play GW2 so we got those, last night we got all ready to play. Sadly her account is locked, she can’t do a password reset because she has all the info except for a characters name.

Now to me that is an extremely stupid precaution since every person in this kitten mmo sees my dudes name…but anyway. We then tried to get in touch with Anet, I thought “Hey lets give their support guys a call so we can get it switched around!” But no, theres no customer support number like for every other mmo. Not even a live chat option.

So we sent out an email, thinking that they are closed on Sunday (which I later found out they are not, that supposedly their support is 24/7) and hoping for a reply early Monday morning. Sadly I have yet to get an email from this with this issue. It’s a simple fix, she has given them her CD key, and all other pertinent info possible. I don’t understand why they have not responded. This upsets me greatly, we have limited time and a whole day has been wasted because of this.

I’m posting her hoping to maybe get the attention of a customer service rep so they can finally fix this problem. Her ticket number is 750289. Thank you, even though I’m probably just talking to a wall.

Gaile Gray

#4 - July 14, 2014, 4:56 p.m.

I just want to mention that it’s not an easy thing to verify ownership, and the process cannot be undertaken lightly, because unscrupulous individuals try to steal accounts through Customer Support. This means we need to interact with each account holder personally, and must get sufficient information to verify that access is given only to the owner of the account.

Because this is a painstaking process — for security, which is a good thing! — it can take a bit of time. If you haven’t heard back in three days please feel free to post in the Tickets for Review thread above. It normally doesn’t take that long, but we do ask for that amount of time before a forum post, and we do ask that such forum posts be made in the appropriate thread.

Gaile Gray

#9 - July 14, 2014, 7 p.m.

Please keep in mind, you are asking for customer service and we are more than happy to give it. Most players are able to reset without needing assistance, but those who do are not able to provide sufficient information to verify account ownership, and gathering that info — which we do to protect accounts — does take time.

I will share a tip with you that has helped other players: Many people take screenshots of their characters. If you sister did that, then she will have screenshots that have her character name, in which case she will have the information that allows her to do the automatic reset. If you play the game with her, you may have such a helpful screenshot yourself.

I hope you will find a screenshot that helps you, and if not, I’m sure you will get the assistance you need soon.