Password reset link expires instantly

#1 - Sept. 22, 2014, 1:33 p.m.

my girlfriend forgot her login details so she submited a ticket for password reset couse she cant remember a caracter name to reset password. We got the mail for the password reset with a link that expires in 24 hrs but the problem is it expires instantly i got the mail at 12:16pm used the link 12:24pm (same day 8 min later) gave the required info (mail , new password and hit submit.
and got the answer:
Your Password Reset Request Has Expired
Password reset links are valid for only 24 hours. You will need to submit a new request to reset your password.
submited about 6 tickets got the mails with the reset link but evrey time same thing link has expired
i also submited a ticket telling them bout the prob but still no answer…
of topic: i have a hard copy of the game

GM Talon

#12 - Sept. 23, 2014, 2:37 p.m.

An agent replied to your ticket at roughly 3:05 AM PDT this morning. If you did not receive the reply, check your junk mail. If you can’t find it there, please check out the thread I have linked below for more steps to take to ensure that you receive our e-mails, then update your ticket by replying to it and state that you did not receive our previous response so that the agent can assist you further.

https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast

There is a noted issue with these links expiring before they should, which we’re actively looking into at this time. Apologies for the inconvenience this may cause.

GM Awesomeness

#15 - Sept. 23, 2014, 7:44 p.m.

Epic, without a ticket number, there’s not a whole lot we can do for you via the forums. We are, however, still working on the issue. If you (or your girlfriend) are missing emails you expected to receive, you are right to be worried about email compromise. Please check out the articles on our support site about security to protect yourself.

I also specifically recommend setting up the mobile authenticator for your account, and for your girlfriend to do the same once she’s able to log in. Using mobile auth is more convenient than email auth (since you don’t have to worry about getting emails or having the links work) and more secure (since even if your email account is compromised, no one can get into your GW2 account without the mobile code).