This is ridiculous. I have never used a 3rd party program. I’ve been using windowed mode only. The only reason i can think of, was that someone reported me for botting. It’s kind of sad that i got banned for no reason. Oh well, i guess i’ll just miss out on the Halloween event and it’s not even my fault.
Edit: Changed the tone of my post to be more friendlier.
Hi all,
I’m investigating this situation. It’s not clear exactly what happened at the moment, but I will try to keep this thread updated as we learn more.
Thank you for your patience and understanding while we sort this out.
Hi everyone.
We understand that this is a major issue for all of you but Mike and the other members of the security team are working actively on this to fix it. They will keep you updated as soon as they discover what is causing this.
Again, thanks for your patience.
Hi all,
First of all, please accept my apologies for the turnaround time on this matter. As you are aware, this occurred on a Friday evening for us here at ArenaNet, and for hopefully obvious reasons that complicates the timing of things. However, I’ve managed to identify the origin of this problem and have taken steps to correct for it.
While I’m here, I’d like to address a few concerns that have come up in this thread.
First and foremost: we do not issue automatic bans based solely on player reports. All player reports are investigated and bans are issued where appropriate. There is no reason to worry about other players maliciously and falsely reporting you; our policy is to consider hard evidence, not simply anecdotal reports.
Secondly: identifying and solving this problem is a largely technical issue, and involves many confidential aspects of our systems. Please understand that we cannot detail the process that goes into working on issues like this because of their sensitive nature. I apologize that we cannot provide frequent updates, but the fact of the matter is that we face a difficult choice between spending time updating here and actually solving the problem at hand. I trust we can all agree that solving the problem itself should take priority ;-)
Third: the root issue behind this situation was a technical failure. Obviously I cannot go into detail, but the bottom line is that our entirely human reviewed banning procedure was conducted based on corrupt data. We review all evidence prior to issuing account terminations for tampering with the game; in this situation, our evidence was incorrect. I am actively working on improving our procedures to ensure we are less likely to make incorrect conclusions based on faulty data in the future.
Thank you all for your patience and understanding.
I just realized I didn’t actually say this in my post: I’ve gathered a list of accounts affected by this bug and reversed the account terminations. Everyone in this group should be good to go.
Thankfully my account is now back up and running! Thank you very much for reactivating it, it is very much appreciated! I almost came close go actually going out and having a social life, it was a close call but I can comfortably go back to holing myself up with my room with a cup of tea and Guild Wars!
Whoa, a narrow miss, but we’re happy you’re back in Tyria.
Tks, Mike, however, I got this going on in my account since Thursday, and I got a different message from the others, I am suspended and not terminated. We all agree you should spend time solving the problem, however, this shouldnt be your job, you may have go think this is the first of many issues and technical problems you will go through, and we have nothing to do with your lack of staff. You need a better support! And yes, you need to keep working into solving this AND keep us updated, cause we are not your friend, we are customers. How much this game costs a licence? How many people should be there to answer our frustrated kitten today? Sorry man, as I said, I understand technical issues ans whatever problem, but what I cant understand is why Anet takes 3 days or more to answer a support ticket, mine wanst anwered yet, you dont have to tell any of us, what the hell is going on with your confidential software, we dont care about it, what we care is about customer service and about the weekend we spared to play, and now we wait and hope, ask like if it was a favor, begging for some info. Come on!!!! If its not your job, ask someone to answer our inquiries, like any other respectful company would do.
Hi. This sound very much not your situation is not part of the issue that folks experienced last evening/early this morning. Support will be answering you very soon, and it’s not likely to take three days at all! (The 3+ day thread is for those situations far outside the norm; most situations are resolved in 24-48 hours.)
If you continue to have an issue, you can post in the Tickets for Review thread above. I just feel sure this will all be worked out for you before you need to do that, and again, your particular situation was unrelated to the issue outlined in this thread.
Thanks for understanding.
Lame answer renato? I suggest you reread the reply. They have stated that their appeals queue is lengthy right now and you need to wait. Your suspension was for a completely different reason than the problems this thread is addressing.
My account has being suspended for 4 days, and I gave them no reason to do it, this should be solved in minutes not in a week, and I should be playing by now. Some other games you open a support ticket and they call you in minutes, solving the problems you have. GW2 was supposed to be the best mmorpg of all times, how could it be, with this kind of customer support?
You posted in the review thread? That’s good. Using this thread to continue to comment on your personal situation? Not so good. Please restrain yourself from continuing to post — your situation will be reviewed as soon as possible.
my account is still terminated please check
If your account is still closed, you are not part of the issue that Mike Lewis wrote about earlier. Please submit a ticket to Support or, if you have done so, know that the situation will be reviewed and addressed as soon as possible.
Since the issue has been addressed and those who were directly impacted are back in the game, I’m going to lock this thread.
Thanks again for your patience and understanding with the issue that arose on Friday!
