Not receiving change password emails

#1 - March 13, 2014, 7:22 p.m.

My wife has been trying for 4 days to reset her password and keeps getting copy/paste replies and no real help from support. After giving a new gmail address to send the email to, and receiving a reply that this new address would be used, still no reset emails. After another attempt to get support there was another reply that the previous email was being used. We’ve checked junk mail many times to no avail, and she can’t even log in to post here. We were even told that our issue would be escalated then received another copy/paste reply.

tickets: 442168 and 439812

This is the epitome of WHY you need some level of voice support. In a phone call the rep is forced to actually LISTEN to what your problem is instead of scanning it and seeing “password reset” and copy/pasting a reply.

Gaile Gray

#2 - March 13, 2014, 7:28 p.m.

I am sorry that your wife has been having these problems. We are investigating whether there is an issue with the password reset system. The thing is, we can see the mails going out, and we know there isn’t an issue on our side. Yet if you are not receiving them, and you’ve tried two e-mail providers, we need to investigate further.

I am taking your information and that of a few others in the forums and I’m sending it around for review. I can’t say “Something is wrong” but my SpideySense™ tells me that something may be going on that is impeding our ability to help you and others with the same issue, so we’ll look into that ASAP.

(BTW, a response was sent today, so hopefully progress is being made on your wife’s ticket.)

Gaile Gray

#3 - March 13, 2014, 7:34 p.m.

UPDATE: I just noted that she contacted using a different e-mail account but the same e-mail provider. G-mail is one we know is blocking some of our mails. I hesitate to ask, but is there a non-Gmail account she could use? If she updates her ticket to give a totally different e-mail address, that may open the floodgates, so to speak.

More info here: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424