I can’t login to one of my accounts and from what I can tell, your support staff is ignoring the problem. I received one automated reply and one non-reply from “Phanes” that responded to the title, but obviously ignored all the data I provided about the problem itself. Subsequent emails to the same ticket have not received a response, automated or human.
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I have two accounts. My dynamic IP changed. One account received the verification email after multiple attempts to send it (this account I’m posting on). One account does not receive verification emails, though it does receive the support emails.
I opened a ticket: 429032 and included information detailing these problems.
I received one automated response and one reply from “Phanes”. The reply from Phanes was basically a non-reply that ignored all the data I provided and simply responded to the title (unable to login). Note: both these email replies were to the account/email that the verification process was supposed to send emails, but does not.
Here’s the VERY important information that I hope y’all read this time: I own my mail server. I have nearly complete access to the filters and logs. So, when I say no email was sent, NO EMAIL WAS SENT. There wasn’t an email that got filtered or filed in a spam box. I’m checking the SMTP logs. There’s not even an attempt to send email. YOUR email verification process DOES NOT SEND EMAIL.
Now, there are a couple extremely unlikely situations that might mean you are sending it, but it’s getting dropped. I have one upstream site that uses Spamhaus’ Block List. If you’re on that, I won’t see it. However, if you’re on that, I wouldn’t see ANY email from you at all — not even the replies that I did receive (it’s an IP-based address block, not a content filter).
The other potential is that you are sending these notifications to the wrong address. Check the ticket data please. I do NOT want to change my login/email address. It’s been that way since creation and it works fine. I do want verify emails to go to that address. If you have a hidden email address for verification that is potentially different from the login/email, make it the same as the login/email.
There is yet another possibility: you are not sending verify emails from guildwars2.com. If you’re using a 3rd party in ANY way for your verification emails, especially if they’re engaging in questionable spam-like behavior like masquerading as guildwars2.com, I need to know so I can whitelist them. ALL my front-end blocks are temporarily suspended to make sure this isn’t the case, but I’m putting those back as soon as this problem is fixed.
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Side issues: I was referred to what looks like a phishing site by Phanes: guildwars2.ZENDESK.com. He also asked my to provide a LOT of information to this site, such as name, birthdate, account serial numbers, etc..
If you’ve offloaded your support to zendesk.com, you need to have HUGE BANNERS proclaiming that fact on the real guildwars2.com site so that people will know it’s not a site masquerade. It looks extremely suspicious when support requests data like that to be sent to a strange 3rd-party site.
BTW, I trusted the data from him and did try to use the recovery tool on zendesk.com, which is also broken (see ticket data). If that was foolish and your employee is actually engaged in phishing, please act quickly to restore my account before it gets stolen.
