Need to recover account. Been 6+ months.

#1 - July 14, 2014, 11:05 a.m.

Hello,
About a year ago, I purchased 2 copies of GW2 for myself and my son. About 6 months ago, we stopped playing cause life got in the way.

Now it is summer time, and we have a bit more free time.

I was able to remember my account password and have logged in OK.

However, my son cannot remember his password and the password recovery tool asks for the serial # in addition to a character name.

I have both serial numbers but not sure which one belongs to his account. Additionally, he cannot remember any of his character names.

How can we authenticate to customer support so we can get his account reset? Is there a phone # we can call? I can provide the CC# I used to purchase the game online and other information.

Thanks,
Matthew (Dad)

Gaile Gray

#2 - July 14, 2014, 4:50 p.m.

I am sure the team can help you with this. Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, which will create a ticket within the support system. If you do not know some of the information requested, leave the field blank. However, there are two drop-down areas that require an answer so be sure to choose from those fields so the ticket is properly submitted. Once you’ve done that, a CS Team member will get you the info you need to log in.

Welcome back to Tyria!