My Serial is playing hide and seek

#1 - Feb. 21, 2014, 5:57 p.m.

Alright so I just went to send a support request, and they asked for the serial code I got when I purchased my game. It’s supposed to be in my email since I bought the game online, through the main buy page. I got two emails from ArenaNet, one with the subject “Thank You for Registering” and the other “Activate Your Guild Wars Account”. Both of which I opened and completed what I need it when I bought the game. The problem is, neither of those tell me my serial code? Or at least I can’t find it in there. Should I have gotten a different email with my serial and other information? I’ve looked through Junk, Spam, Archives… No email was ever sent to me other than those two. I know it’s not the end of the world, but I’m starting to stress. I can’t verify I own my own account now?
Has this happened to anyone else? Am I blind and it’s in one of those emails? Help.
Thanks.

Gaile Gray

#2 - Feb. 26, 2014, 2:53 p.m.

The serial code is very rarely required to obtain help. It may come into play if two people claim an account and both have identical information. At that point, the serial code could be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

Gaile Gray

#9 - March 5, 2014, 8:58 p.m.

Zaydq.5246:
Gaile Gray.6029:
The serial code is very rarely required to obtain help. It may come into play if two people claim and account and both have identical information. At that point, the serial code can be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

Not true. Unless they’ve changed their policy…

I had to fight with your team to retrieve my password after it had asked me for my serial code. When i finally got access, I asked if I could get my serial code for future incidents and i had to run around the bush with them until I got it.

But it is true, I assure you! Those who are not able to provide the serial code can be helped by providing other information. Right now, resetting a password through one means asks for the serial code, but having a serial code really is seldom required and there are other ways to reset the password, specifically contacting Support.

Of course, in cases of an account compromise, shared accounts, or in instances when an account goes into disputed ownership, having the code can be essential, as I said. But for normal cases, it is seldom required.