Every ticket that Guild Wars Customer Support receives will be sent a response. There are three kinds:
- an auto-response that simply lets you know that we’ve received your initial inquiry and will respond again with more info — these usually go out within a minute or two of your initial inquiry
- an auto-response giving you suggestions on how you could address the issue (and asking you, in some cases, to update the ticket with a note to say the outlined steps did not work, and that you continue to need assistance) — these also come to you within minutes of the ticket’s submittal
- an agent response — these almost always come after the auto-response, and may arrive within a few minutes or, in some cases, a few hours of the initial inquiry
The important thing to know is that Customer Support responds to every ticket and they will continue to do so until an issue is resolved or and outcome is determined.
You may have seen our requests in the past that players who are awaiting a response from our Customer Support Team always check Junk, Spam, and even the Deleted Mail folders. We make this suggestion because occasionally a mail provider will route our responses to those folders instead of sending them to the player’s In-box.
UPDATED 10/30/2013:
Gmail: Seems to be routing some of our e-mails to the Junk Mail Folder or to one of their other folders/tabs — such as “Promotions.”
Yahoo: Appears to be routing our mails to Spam.
Hotmail: Reportedly is flagging some of our mails as “fraud.” If you can allow them (use caution, of course) that might solve the problem.
Comcast: Has unspecified issues, but I need more details, so of you’re a Comcast e-mail user, please let me know where our mails are going.
Unconfirmed Rumor — Need more details: It’s been reported that in one (unspecified) system, flagging an e-mail from us as “Not spam” will cause more problems than it solves. If you are getting the mails, even if you are getting them in your Spam/Junk folder, at least they’re coming to you and you can retrieve them. Yet again, I need more information about this situation such as “What mail provider is doing this” and "what’s the upshot? No mails? Mails in another folder, in “deleted mails” or completely invisible?"
If you made a purchase from us: You will be sent an e-mail for your purchases of gems or other items through the Gem Store or for your purchase of the game from buy.guildwars2.com. If you do not get that mail, please check all the folders you can check — Junk, Spam, and Deleted Mail, Promotions, Social, any other customized folders you have. If you still do not see our mail, please submit a ticket. (Click “Support” above and then “Submit a request” in the upper right-hand corner.)
About Tickets and Not Getting A Response: Generally, if you don’t hear from us, creating another ticket will not help. However, during the early part of the transition, from October 23 to 28 — some support tickets may not have been routed properly. If you created a new tickets between those dates — and only between those dates — and if you did not get a response, or if you’re updating and not hearing back, please create a new ticket and copy and paste all the content of the old ticket into your new ticket. (Also include the ticket number, please.
Our Team is working on this issue with the provider we use to send e-mails., and that provider may reach out to the ISPs that creating these issues for our inbound mails. We have no control over their side of the issue, but we hope to work together to solve the problem!
Thank you.
