Not Getting Our Mails? Yahoo, Gmail, Hotmail and more.

#1 - Sept. 27, 2013, 12:52 p.m.

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.)

Updated 19 November 2013:

About Tickets and Not Getting A Response: Generally, if you don’t hear from us, creating another ticket will not help. However, if you’re not getting our responses, you might try contacting Support on a new ticket using a new e-mail provider — preferably not one on the list with known issues. If you do this, please include your previous ticket number(s).

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!

Updated 21 November 2013

Our Community Team asked me to make you aware of something: In light of this e-mail issue, some players are asking for a change in their GW2 Account Name (that’s the e-mail address you use to log in to the game). We’re happy to oblige with making that change, once we go through normal security questions (to make sure we’re helping the account holder and not a would-be thief. ) However, if you have a forum account, your log-in to the forums will remain your old Account Name and responses to any forum-related tickets you may have submitted may go to your former e-mail address. So please check both e-mail accounts for support responses.

Thank you.

#3 - Sept. 27, 2013, 1:19 p.m.

Smooth Penguin.5294:

Gaile, just to add regarding G-mail. The recent update to the G-mail inbox has my Anet e-mails going to the “Promotions” tab in the main folder. Players should also look there, in addition to Junk/Spam/Deleted.

Point taken. Thank you, I will amend.

#4 - Sept. 30, 2013, 7:14 p.m.

A forum post today mentioned that Hotmail had flagged a legitimate email from ArenaNet as “spam.” I am trying to figure out if he got a notice or just found the mail in the Spam folder. But the point of my posting is to let you know that this issue is not solely related to Gmail, and other email providers may also be flagging our valid emails incorrectly, or may be sorting mails into undesired folders.

So… when you’re expecting a mail, please check any possible folder!

#5 - Oct. 1, 2013, 12:14 p.m.

Hey there, forum members! I’m trying to make the first post in this thread pretty comprehensive. I have notes about Gmail and Hotmail having filtering issues with our mails.

Have you experienced issues with other providers? If so, please post the details so I can amend the thread to include potential issues with additional providers.

Thanks.

#11 - Oct. 30, 2013, 4:46 p.m.

Here’s more information on this situation:

• Yahoo seems to be sending our mails to “Spam”
• Hotmail is flagging them as “fraud.”
• Gmail is sending them to a lower-priority “tab” instead of putting them in your main in-box.
• Comcast appears to be having issues, too.

And from what I’m reading, this can happen to:

• Purchase receipts (which means brand new players can’t get into the game! ~grrrr!~
• Authentication mails
• Support responses

The fact that third parties — e-mail providers — are blocking our incoming mails is pretty much out of our hands, and that’s a major source of irritation for both you and us!

ArenaNet folks are working with our e-mail sender hoping to learn a way to reduce the likelihood our communications will be rejected.

One person reported that marking an email in the spam folder as “Not spam” caused it to disappear and he then was not able to get any of our mails, even in the spam folder. That’s just one incident, and maybe it was unique to that player, but dang!

#12 - Oct. 30, 2013, 4:48 p.m.

Inculpatus cedo.9234:

I find Yahoo mail puts the emails from [email protected] in the spam folder,now, as well. I used to get the newsletter delivered to my in-box with no problems. Now, it’s considered spam. I have never received any phishing emails, so that’s not the reason.

Question for you, as I’m trying to track this issue: Have you received any phishing emails which you flagged as “spam?” One theory is that since the ISP cannot determine which emails using our address are legitimate as opposed to fake, once someone flags any email from us, or from someone pretending to be us, then all subsequent mails are flagged as spam.

#13 - Oct. 30, 2013, 5:09 p.m.

I update the first post in this thread with information we have, as of today. Please give it a read, as there are a couple of questions you might be able to help us with, and an action item for those of you who are not getting answers to your support tickets.

Thanks!

#15 - Nov. 1, 2013, 6:48 p.m.

Inculpatus cedo.9234:

Gaile Gray.6029:

Inculpatus cedo.9234:

I find Yahoo mail puts the emails from [email protected] in the spam folder,now, as well. I used to get the newsletter delivered to my in-box with no problems. Now, it’s considered spam. I have never received any phishing emails, so that’s not the reason.

Question for you, as I’m trying to track this issue: Have you received any phishing emails which you flagged as “spam?” One theory is that since the ISP cannot determine which emails using our address are legitimate as opposed to fake, once someone flags any email from us, or from someone pretending to be us, then all subsequent mails are flagged as spam.

No, as I said in the original post, I have never received a phishing email, nor do I use my mail email address as my game account email address. Never received even one piece of any kind of mail to that address, as it was specifically created for the GW2 game account.

Thanks for the info.

#23 - Nov. 4, 2013, 5:05 p.m.

Astral Projections.7320:

Hxcgeminix.2501:

Yeah I use yahoo as well, and after clicking “not spam”, I no longer receive the authentication mails. Only option is the remove the authentication, until the problem is fixed.

Another option is to contact support and change the email to one that’s not having this problem. That way you can keep the authentication, which is a powerful tool to block hackers.

This IS an option, if someone’s email provider is having problems sorting our mails into the Junk bin, or is blocking mails from someone you’ve intentionally flagged as “Not junk.”

I will forward this to our team to inquire about an update on this situation. I agree that disabling authentication is not an optimal choice, and that you should not have to do that to play the game. On the other hand, we cannot control how ISPs handle their mails, and can only work with them to try to resolve whatever problems they’re having on their end.

#25 - Nov. 6, 2013, 3 p.m.

I think you did a wise thing in contacting Yahoo to tell them what is taking place and the outcome of their filtering. I just got off the phone from talking to someone who also was experiencing this issue. He reinstalled two games and both games are inaccessible to him because Yahoo is blocking his in-bound authentication or receipt emails. (One game is not ArenaNet or NCSOFT, so again, this is a broad issue with the ISP and not the sender.)

I am working with our team, but my feeling is that this truly is not something that we can address, when they are blocking your mails. And most importantly, from what playlers tell me, some ISPs are blocking mails without sending them to Spam or Junk, so you cannot even search and find them and move them to active.

#29 - Nov. 7, 2013, 5:03 p.m.

Thank you for providing us additional info. Others experiencing this frustrating “I’m not getting your mails” situation: Please post your ticket number. We’re working on this!

Thanks.

Draygo.9473:

OK

I just sent an email to the ticketing system (#49608 you can close it) and checked the header of the return email:

Received-SPF: softfail (transitioning domain of guildwars2.com does not designate 50.57.4.208 as permitted sender)

The support emails are still failing the SPF check. This should get resolved and should help clear up a lot of the fraud flags!

Whoever is in charge of setting up the SPF record for guildwars2.com needs to correct it to allow those servers to send mail on behalf of guildwars2.com.

BTW, this is very helpful, as are the full headers that folks are getting me.

#33 - Nov. 11, 2013, 6:51 p.m.

I want to bump this, as people are still experiencing this issue. If you use any of the ISPs mentioned in the first post, consider getting in touch with a new ticket through a NEW ISP that is not routing our messages into the dustbin. We are working on this from our side, but the filters aren’t in our control, and we’re so sorry that some of you are not getting:

• Receipts for purchase
• Authentication e-mails
• Support responses

Again, please see the first post for info! And thank you for your continued patience.

(Draygo — I am very intrigued by what you provided and I have routed that for consideration. Thank you.)

#35 - Nov. 13, 2013, 4:25 p.m.

flyVing.5341:

I recently went through a slew of hurdles due to my email account not receiving either authentication or support emails. I can make note of a couple things:

1. I was using Yahoo, I had flagged an authentication email as “not spam” which did indeed cause me to stop receiving those messages.
2. I submitted the issue and did get a response, I was told I would be bumped to a Senior Representative. After that, however, I stopped getting any emails from support as well.
3. I read this post and switch to gmail to submit again. It all worked out, and the agent apparently disabled authentication on my account so I could finally play again. If not for that, I doubt the problem would be fixed.

I know it isn’t much, but it is something at least, hope something in there helps!

Thank you for these tips — I am sure they will help others!!

#38 - Nov. 14, 2013, 2:39 p.m.

DonCorleoneCS.3549:

A friend is having this exact same issue as flyVing.5341. He has not heard back from support in over 2 days and asked me to see if he can get some assistance here.

His support number is: Ticket#66311 and IGN: The Ultimate Broski.9832 Disabling account authentication would be extremely appreciated!

We cannot do this via a forum request, especially by proxy. And asking for a review is premature. Post in the Tickets for Review if he has not heard back in three days or more.

#39 - Nov. 14, 2013, 2:39 p.m.

Draygo.9473:

I noticed the SPF record for guildwars2.com was fixed today.

Mail sent from this IP address: 50.57.4.208
Mail from (Sender): guildwars2.com

Results – PASS sender SPF authorized

Good job getting that addressed. now hopefully the ISP’s will eventually refresh their DNS and start letting it through SPF validation.

test ticket header:
Received-SPF: pass (domain of guildwars2.com designates 50.57.4.210 as permitted sender)

To be honest, there is a difference of opinion about whether that change will fully solve the problem, but we’re hoping!!

If anyone is still having trouble receiving our e-mails, please indicate:

1. What type of mail are you expecting: Receipt? Support response? Authentication mail? Something else?
2. How long have you been waiting?
3. What tickets numbers, if any, are involved
4. What ISP (e-mail provider) do you use?
5. Have you contacted Support about the non-receipt? Did you hear back?
6. Have you tried contacting Support through an alternative e-mail account, referencing your original ticket number(s) ?

Thank you for any info you can provide!

#45 - Nov. 15, 2013, 2:35 p.m.

Draygo.9473:

Yeah, it might not fully solve it but it should help. And of course it takes a while for mail servers to react to changes like this and you still have to fight your way off spamlists/blacklists.

I’m positive it will lead to the removal of the fraud flag from the Microsoft servers at minimum.

And that would be a very good thing and would help a lot of people get our mails.

Thanks again for the review and suggestion.

#46 - Nov. 15, 2013, 2:40 p.m.

Wreave and IC – Thanks for these insights. I’m following the discussion with interest. We don’t have much insight into Yahoo as users, so your experiences are of value to us in what works, what doesn’t work, etc.

#49 - Nov. 15, 2013, 5:12 p.m.

Sayjimwoo.1652:

I created a ticket 3 days ago (request #69855) because I need to reset my password. Support responded immediately and I forwarded all my details as requested by support and then I was totally ignored for days. I created the second ticket (request #74802) and pasted all my previous emails into it. I received the usual automated response but nothing more.
It has now been 3 days since I have heard anything from support and I am locked out of my game. How long does it take them to reset my password? They either do that or they can issue me with a full refund. Why am
I being ignored?
I am using Gmail and all emails come through correctly.

This does not appear to be at all related to the topic at hand: e-mail receipt issues.

Please be patient and please do not make new tickets because that slows the process of responding to you. The team will get back to you as soon as possible.

#55 - Nov. 18, 2013, 7:06 p.m.

Bumping to make sure folks are aware of this issue.

#57 - Nov. 19, 2013, 6:36 p.m.

moonstarmac.4603:

I’ve found with yahoo that not only do I not receive an authentication email from outside locations I also get a ‘unable to authenticate’ error. I have submitted a ticket and hopefully the team can finally locate the source of the issue…my only question is does anyone know if the mobile authenticator is getting the same trouble?

Where is the “unable to authenticate” error taking place? On Yahoo? Or are you saying that you are not getting the auth e-mail and then, because you cannot authenticate to get into the game?

#58 - Nov. 19, 2013, 7:06 p.m.

Updated 19 November 2013:

About Tickets and Not Getting A Response: Generally, if you don’t hear from us, creating another ticket will not help. However, if you’re not getting our responses, you might try contacting Support on a new ticket using a new e-mail provider — preferably not one on the list with known issues. If you do this, please include your previous ticket number(s).

#60 - Nov. 21, 2013, 3:40 p.m.

moonstarmac.4603:

Gaile Gray.6029:

moonstarmac.4603:

I’ve found with yahoo that not only do I not receive an authentication email from outside locations I also get a ‘unable to authenticate’ error. I have submitted a ticket and hopefully the team can finally locate the source of the issue…my only question is does anyone know if the mobile authenticator is getting the same trouble?

Where is the “unable to authenticate” error taking place? On Yahoo? Or are you saying that you are not getting the auth e-mail and then, because you cannot authenticate to get into the game?

Once I select log-in from a source other than at home, it first tells me it has sent an authentication email then about 15 seconds later comes back with ‘unable to authenticate return to login’ on the forums. I have my home saved to be enabled so I can still play, its just I like to get onto the forums when I’m away but due to this I cannot.

Knowing that you may not get our responses, I’m hesitant to ask you to submit a ticket, but we can’t resolve this for you over the forums, and I think that’s the thing to do. Do you have an alternate e-mail address to use for a ticket? Something that, unlike Yahoo, may not block our inbound e-mails? If so, create a ticket and answer all the questions in relation to your game account. The team should be able to help.

#61 - Nov. 22, 2013, 8:19 p.m.

Just a note: Creating new tickets and sending them through the same e-mail provider may be an exercise in futility. Consider an alternate means of contact through an un-borked e-mail provider and reference you existing ticket number(s).

We want to help!

Thank you.

#66 - Nov. 25, 2013, 5:13 p.m.

Hi folks,

I wanted to update you on this situation. We are looking at this issue from every viewpoint, and are not discounting any possibility. However, the evidence points to this being an issue on the part of the ISPs, and not necessarily on our end.

Don’t worry — we also are reviewing our systems. But our mails go out through two totally difference systems. For instance, receipts are sent through a different system than support tickets. Authentication doesn’t come from the same source as a newsletter, etc., etc. So it seems unlikely that we have the issue, when some people using a specific ISP have issues with e-mails coming from any of our sending systems.

Some people using the listed e-mail providers are just fine. They can submit tickets, we get their responses, they get our responses, and all is well. Others, for reasons that are not clear, are not getting anything, or only getting “E-mail Type A” and not “E-mail Type B.”

We’re on the case! (We’re trying to schedule phone meetings with the ISPs.) But in the meantime: If you are not getting e-mails that you expect to receive — receipts, ticket responses, authentication e-mails — you may want to consider creating a new account on a different provider and writing in through that provider. (Please choose a provider that is not on the list of those having problems. List is in the first post in this thread.)

If you contact us through a new e-mail account, we will need to verify that you are the account owner, for security reasons. But using a different e-mail account may be the only way for us to exchange e-mails until we can work with each ISP to get this problem resolved.

#67 - Nov. 25, 2013, 5:14 p.m.

Wreave.2138:

I’m still condering the possibility that the problem is on ArenaNets end — i.e. perhaps there’s an internal problem that is preventing ArenaNet from actually sending the emails for some yahoo users. I had hoped that Gaile would post more info here about what ArenaNet is doing and what they have done in working on this issue, but I have yet to see that.

As several of us have noted the Remove Authentication button is grayed out. Is that by design? Or is it a bug? If it’s a bug, perhaps it actually its actually related to why we’re also not getting authentication email.

Removing Authentication requires assistance from Support. So yes, that is by design. The disabling of this feature is not related to the e-mail problems.

#69 - Nov. 25, 2013, 5:42 p.m.

SkullRaven.5630:

~snip~ So to answer my question quite directly, if I no longer have my serial number does that mean I will not be able to play the game again until the issue is resolved?

There are other means to prove ownership. If the CS team member is only accepting the serial code, and cannot use other information, then there may be a question about ownership of the account. I cannot address this specifically because I am not looking at the ticket. However, there are not a whole lot of occasions when we can help only if we have a serial code. Continue to work with the team; I believe they can help you.

#70 - Nov. 27, 2013, 2:09 p.m.

As I mentioned, we’re actively pursuing this issue on many levels. A suggestion:

Consider adding our e-mail addresses to your e-mail address book or approved sender list, especially if you are using Gmail, Yahoo, or Hotmail.

Here are some addresses that you could add related to Guild Wars 2 and Guild Wars:

• Guild Wars 2 Player Support [[email protected]]
• Guild Wars 2 Support [[email protected]]
• Guild Wars 2 Team [[email protected]]
• Guild Wars Player Support [[email protected]]
• Guild Wars Support [[email protected]]
• [email protected]
• [email protected]
• [email protected]
• [email protected] (see note below)

*Note on that last one: We send our mails with exactly this sender line: [email protected] (something “ArenaNet” is not in the sender line, but one Hotmail user told me he does see ArenaNet as the sender with [email protected] as sender). Please be aware that phishers often to use ArenaNet [[email protected]] and their alleged sending email address. Be aware that if you add [email protected] you’ll probably get mails from both ArenaNet and would-be phishing senders, so watch for that and be very, very careful with any links!

Important note: Adding these addresses to your approved senders or address book does not mean that you can assume that mails from these addresses are safe. It simply allows mails to come to your in-box, after which you can analyze them and appraise their safety. Please, please please take care in opening all e-mails, and do not click links but instead copy and paste into your browser. Do that even for our e-mails — just for extra security!

Players: Can we get your comments on this? Have you tried adding any of our sending addresses to your address book or your approved senders list? Did it work? Did it not work, or only partially work?

#71 - Nov. 27, 2013, 6:19 p.m.

So my post immediately above was pretty long. I’ll make this one short:

Have you tried adding our sending addresses to your address book or your approved senders list? Did it work? Did it not work, or only partially work?

#76 - Dec. 4, 2013, 12:19 p.m.

Draygo.9473:

Auth mails from gw2 went to my spambox in yahoo today, after clicking not spam on 2 of them they started going back into my inbox. Just wanted to drop a note.

That is very helpful. Please read the above if you’re using Yahoo!

Beyond that, we are continuing to try to sort out this issue. Please see my initial post for suggestions about a potential work-around. We want to help you!

#77 - Dec. 4, 2013, 12:27 p.m.

New question: Has anyone had difficulties lately receiving a receipt for a purchase? If so, what e-mail provider are you using?

Thanks for your help!

#79 - Dec. 9, 2013, 6:22 p.m.

TigerDragon.4037:

Just wanted to say that email authentication for the forums stopped working for me in early October. The mail provider is yahoo. The IP address I am logging from does not change at home nor at work (which is why I can log in and post this from home.) The IP from work is the one I try to authenticate. I do not use a throw-away for the login, so that is not the issue. I did check “not spam” at some point most likely. I try to authenticate and I never get the email. I chaulked this up to a possible temporary problem at yahoo’s end because they keep making changes to their web based email service so didn’t try again until today. It still does not work for me… just a heads up.

Thanks for this report. We have reached out to Yahoo to try to solve this problem. We’ll keep trying to correct the issues — as much as we are able — for all the providers who seem to have “difficulty” delivering our emails to the customers’ in-boxes.

#83 - Dec. 11, 2013, 5:55 p.m.

Monkman.9508:

I am having this issue recently, and I know why, as should you, the spoof and phishing e-mail were sent with your addresses as the source, I am really surprised you all have not changed your e-mail address down there at GW2 headquarters, that is the easiest way to get your e-mails through, since new e-mails will not yet be flagged as fraud. If you change your e-mail address often, even just adding a number to the end of it, it would help a lot with this problem.

Also, I am on here to check my in box here on this website, and it is empty, why would you not cc your messages here for us to pick up ? Why have you not e-mailed me also in game?

Now where on earth am I supposed to find my support ticket then since you do not e-mail me here, seem to have a blocked e-mail address with my mail server, and do not seem to have a place for me to look up my tickets ?

I think you’re not clear on e-mail “sender” information. Anyone can send an e-mail as just about anyone in the world. You could get an e-mail that appears to come from The Cat in the Hat or President Obama or Santa Claus, but that doesn’t mean it came from them. In fact, I’m pretty comfortable telling you that that mail did not come from any of those sources.

I can’t see where us changing our legitimate e-mail address would make a bit of difference, when the mails are not coming from us, but can be spoofed to appear to come from us no matter what the real sending address may be. And cycling through constantly changing e-mail addresses is a recipe for disaster!

You can verify the sender of an e-mail by checking its properties or the mail header. Our changing our outbound e-mail address won’t reduce the phishing attempts. Each of us who uses the Internet must protect ourselves by being diligent in checking e-mails and making sure they come from the source they show in the “From” or “Sender” field.

#87 - Dec. 13, 2013, 6:12 p.m.

Monkman.9508:

Gaile Gray.6029:

Monkman.9508:

I am having this issue recently, and I know why, as should you, the spoof and phishing e-mail were sent with your addresses as the source, I am really surprised you all have not changed your e-mail address down there at GW2 headquarters, that is the easiest way to get your e-mails through, since new e-mails will not yet be flagged as fraud. If you change your e-mail address often, even just adding a number to the end of it, it would help a lot with this problem.

Also, I am on here to check my in box here on this website, and it is empty, why would you not cc your messages here for us to pick up ? Why have you not e-mailed me also in game?

Now where on earth am I supposed to find my support ticket then since you do not e-mail me here, seem to have a blocked e-mail address with my mail server, and do not seem to have a place for me to look up my tickets ?

I think you’re not clear on e-mail “sender” information. Anyone can send an e-mail as just about anyone in the world. You could get an e-mail that appears to come from The Cat in the Hat or President Obama or Santa Claus, but that doesn’t mean it came from them. In fact, I’m pretty comfortable telling you that that mail did not come from any of those sources.

I can’t see where us changing our legitimate e-mail address would make a bit of difference, when the mails are not coming from us, but can be spoofed to appear to come from us no matter what the real sending address may be. And cycling through constantly changing e-mail addresses is a recipe for disaster!

You can verify the sender of an e-mail by checking its properties or the mail header. Our changing our outbound e-mail address won’t reduce the phishing attempts. Each of us who uses the Internet must protect ourselves by being diligent in checking e-mails and making sure they come from the source they show in the “From” or “Sender” field.

Hi Gail,

I am aware of how e-mails work, and am also aware of being able to change the way the senders address appears, I am a computer scientist/ programmer/ and web developer who runs a fairly large company devoted to the internet.

If you can not see how it would help, then I guess that explains why you have not done it. I was a bit upset when I wrote my post and I am aware it may have come through in my wording, it was not directed at you at all, just a frustration with the situation.

Just to let you know Outlook.com did not have you blocked by IP address, but by e-mail address, so by slightly changing your e-mail address now and then, it would have been sent to my junk box still, but not completely deleted from existence, as my spam filters were doing.

Thank you for your reply just the same, having added you to my safe senders list, e-mails are now coming through, but I will likely have to block you again soon as the phishers I am sure will return, and of course I do not blame you for their actions.

You may want to get your e-mail server’s IPs on some of the big e-mail white lists out there if possible, such as Certified Senders Alliance, The Spamhaus Project, and Certified email, it would eliminate this problem for most. Again no reason for not sending copies to in game e-mails or the e-mails here of the forum, it may be out of your job description to set things up, but it is far from impossible so long as you have a way to give ideas to people who do such things, there are also e-mail services that will send for you for a charge that are white listed, they can use your e-mail address also of course.

Peace to you, and all of your co workers, support has helped me now, and did it quickly and polity, I am thankful for the great service, and trying to help.

Thank you for this additional information — I found it very interesting indeed! What I don’t want us to do is have a revolving door of e-mail addresses. That just “smells funky” if you know what I mean. “Guild Wars 2 Team ABAA” or “Newest version of GW2 Team” just doesn’t have a veracity factor that I’d want our mails to have. But your insights are, as I said, quite interesting, and I will be sure to pass them along to the folks who would handle the core of our e-mail system.

(Just to set your mind at rest, the fact that I can’t see how it would help doesn’t explain why we haven’t done it. Believe me, I’m not in charge of e-mail configurations! But I suspect you meant “you” in more of a company sense, and that’s why I’ll be sharing your thoughts with those who would make those decisions.)

Thanks.

#88 - Dec. 16, 2013, 1:17 p.m.

Moving to front page.

#89 - Dec. 17, 2013, 6:50 p.m.

Bumping for visibility.

#90 - Dec. 20, 2013, 2:55 p.m.

Are you still not getting our mails?

Our IT Specialist said the following:

So far every email address I have been sent from a customer with complaints about not receiving our emails has been one of the following issues.

1. The user marked us as spam at some point in the past. I clear these spam records when the user says they’re having issues receiving our messages.
2. The user is receiving the messages according to our mail logs. In these cases the problem is either that the mail is in their spam [gg:or Junk folder] or they need to add us to their safe sender list.

So… are you still not receiving our e-mails? Please take action on Item No. 2 above and, if you believe you may have flagged us as in Item No. 1, please PM me the e-mail address that forms your log-in name. Do not send me anything else — no password, please! — just the e-mail address. Send via PM only and PM about this issue only, please so I can keep my in-box clear.

I’ll see if our IT Team can take Step No. 1 above after you’ve done Step No. 2. With that ~cross fingers~ we may be able to nail down this issue completely.

Thanks!

#94 - Dec. 30, 2013, 9:35 p.m.

loneomega.1209:

My dad’s issue was resolved and he was able to make his account under a Gmail account instead of his original e-mail and it didn’t have any issues receiving his authentication e-mail and he was able to register his account! The download has begun!! We’re all very pleased, I’m really looking forward to playing Guild Wars 2 with him

Very glad to hear this, and thank you for posting!

Guuses.8740:

loneomega.1209:

My dad purchased Guild Wars 2 during the holiday sale. He received the automated receipt within a minute of purchasing it. However, we then failed to receive any following e-mails containing the serial code. I filed ticket request #19232 asking if it was having trouble being processed and they responded that the serial code had been sent but since we had checked the junk/spam folders they resent it. We still never received it. I responded back to support and have yet to hear back from them, it’s been over 12 hours now and now I’m worried that we’re not getting support e-mails back either. I’m a little nervous for when it’s time for the authentication e-mail. My dad uses a local internet provider, S & A telephone and gets his e-mail through there. We contacted them and there were no hold-ups there.

I have had the same problem when I purchased it today, I have received no email at all.
still waiting to receive anything. Going to give GW2 to a friend of mine for christmas tomorrow.

Did this get sorted for you? If not, please do submit a ticket by clicking “Support” at the top of this page, and then “Submit a request” to get started. We will look into this for you!

#95 - Jan. 2, 2014, 4:41 p.m.

Bumping for visibility.

#96 - Jan. 6, 2014, 12:08 p.m.

Moving this to the front row because there are suggestions that players having this trouble may wish to use.

#99 - Jan. 22, 2014, 4:43 p.m.

Moving to front page.

#101 - Jan. 23, 2014, 6:03 p.m.

LastOneAlive.2546:

Helpful thread for a frustrating issue!

Just wanted to give some feedback – I’ve been having trouble recently getting emails to authorize login attempts from different IP addresses (one set IP address at home, and also a mobile internet modem through a different provider. I had about a 30% success rate), and yesterday I needed to reset my password but wasn’t receiving the password reset emails. For the record, I use a hotmail address. I found this forum topic, read through the entries, added the list of email addresses provided by Gaile in a previous post to my safe senders list, then requested another password change and an email arrived within seconds allowing me to change my password. Excellent, and thanks for the advice.

I do have to mention, however, that the Password Reset email I received from [email protected] shows up in my hotmail inbox as from ArenaNet rather than [email protected], contrary to Gaile’s note on that email address. I double checked the sender by clicking “forward email”, and the first line of the email to be forwarded is “> From: [email protected]” with no mention of “ArenaNet” in the sender line, so all is well. Perhaps that’s just a hotmail quirk.

Thanks again!

Thanks for the confirmation that you can amend this and for the note about the sender. I’ll go back and update my comments later. I’m glad your access is ok now and that you’re getting those critical authentication mails!

How does this look? https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/page/2#post3274758

#102 - Jan. 25, 2014, 12:57 a.m.

Bumping to keep this visible. It’s seems to be less of an issue, but still, some players’ e-mail providers still are blocking our mails, and we’re very sorry for those that situation affects!

#104 - Jan. 28, 2014, 7:25 p.m.

Please be aware of this issue by reading the initial post, which may have updates since you last read it.

#107 - Feb. 3, 2014, 7:32 p.m.

Keeping this on front page.

#109 - Feb. 6, 2014, 7:50 p.m.

Athariel.6530:

Hej!
By any chance is it possible to change registration email? My friend registered his game to Yahoo and has to sit still for about 1.5-2 hrs every day before he receives confirmation email there. Or maybe there’s a workaround for this problem?

Depending on the details, it may be possible for the team to change this. Please ask your friend to submit a ticket and an agent can look into it for him.