No solution from support team?

#1 - Feb. 13, 2014, 10:21 a.m.

A friend of mine is trying to log into the game, to Guildwars2.com website or here on the forum but it is not possible. The display message is <<There has been an error! contact support team>>. So he sents e-mail to: [email protected] and [email protected] but there is not response from your side for more than a week now. He cannot even receive a ticket code. I have to say this is not support at all from your side. Why you do not send him an e-mail?

His e-mail is: *******@hotmail.com
His character name is *********.
Contact him strait to his e-mail to find a solution.

Gaile Gray

#4 - Feb. 13, 2014, 1:37 p.m.

We definitely want to help your friend, so please have him submit a ticket using the suggestions above.

Also, as a general note, if someone writes an e-mail and it arrives successfully, a ticket is created automatically, and the person who submitted the ticket will get an automatic response right away. So if you send an e-mail and do not receive a response, you know that it didn’t come through. If you send an e-mail and get a “We’ve received your ticket” sort of response, you’re good to go!

Gaile Gray

#8 - Feb. 14, 2014, 12:26 p.m.

Malilree.5470:
If she got her ticket in 30 minutes she was lucky enough to post in the thread right before they reviewed it. Seems like they come and do the tickets in bulk every week or so..

Malilree — you are mistaken about how Support works. Tickets are reviewed and answered 24 hours a day, 7 days a week, 365 days a year. Every one who submits a ticket gets an immediate “auto-response” simply to let that person know the ticket is in the queues and will be processed. If you have been waiting a week for a password reset, something may be wrong, or there may be circumstances that you don’t know. For instance, sometimes people ask for a password reset and we discover their account was hacked. Other times, they ask for a password reset for an account they are not able to prove they own, or that multiple people are claiming as theirs. Any of those situations will delay the team’s ability to respond, but they will respond, and a week is far longer than normal.

So, first consider that your e-mail provider may be the culprit here. Please read this thread for information: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424

If you got your auto-response and feel your e-mail is not the issue, then please post in the Tickets for Review thread above. And with any request for review (or post about a problem with tickets), providing the ticket number is essential. Thank you.

Gaile Gray

#10 - Feb. 14, 2014, 1:31 p.m.

Malilree.5470:
I would reply with something here, but I dont want to de-rail this poor guys thread.

To be honest, you already did that when you posted misinformation about “how support works” in someone else’s thread so I’m going to split the threads so that we don’t have derailment.

You’ve commented about yours issue in at least three threads. You posted in Tickets for Review and you will get a response. Please allow time for review, and consider my comments above.