Players Awaiting Help [merged]

#67 - Sept. 4, 2012, 5:21 p.m.

If you are awaiting a response from Support about your compromised (hacked) account, please know that this is the team’s top priority and an agent will respond to you as soon as possible.

If you are awaiting help on another issue, please understand that helping players who were victimized by hackers is our top priority, even while we are working around the block to help everyone with every legitimate issue.

To help Support help you:

• Please do not submit duplicate tickets.
• Please do make sure your ticket includes all the information requested here.
• If you were hacked, or think you may be under scrutiny as a potential victim, please do change your password, and do it again if the agent suggests you do so after he/she has helped you regain access to your account.

Thank you for your patience. I will merge threads about this topic into this thread to keep things organized.

#69 - Sept. 4, 2012, 5:21 p.m.

Hi,

While I appreciate that this is an important issue to you, I hope you will understand and agree that helping people with compromised accounts or other game-breaking issues is and must be our priority.

Further, at this time Customer Support does not have a means to adjust your Influence. We’re sorry, but it’s simply not something that we can do.

#71 - Sept. 4, 2012, 5:24 p.m.

You should have received an automatic answer immediately. You should also have received an email that gave you an update and asked you to refresh your ticket (through the one that you received) if you still needed help.

Please open your ticket and make sure that it includes all the info posted here so that the team can help you more quickly.

#82 - Sept. 4, 2012, 5:51 p.m.

We do not have the capacity to give you another book. The team is working on CE items right now and that may address your issue.

#83 - Sept. 4, 2012, 5:53 p.m.

orca.1806:

He has submitted three tickets relating to his account being hacked by gold sellers, and has only received one response about something entirely unrelated. The ticket numbers are as follows: 120831-017385, 120903-008371, 120904-010682. No account access since the 31st, and your wiki said everyone who has submitted a ticket before the 1st has been helped. Please escalate and respond to these tickets.

That’s one of the problems. Sending three tickets is delaying his response. The team will assist him after the tickets are reviewed and merged. I cannot give a timeframe at present.

#88 - Sept. 4, 2012, 5:55 p.m.

If you are awaiting a response from Support about your compromised (hacked) account, please know that this is the team’s top priority and an agent will respond to you as soon as possible.

• Please do not submit duplicates tickets.
• Please do make sure your ticket includes all the information requested here.
• Please do change your password, and do it again if the agent suggests you do so after he/she has helped you regain access to your account.

Thank you for your patience. I will merge threads about this topic into this thread to keep things organized.

#99 - Sept. 4, 2012, 6:17 p.m.

MrEMan.1730:

While I appreciate you have a huge backlog of support items and the headstart wasn’t as smooth as could have been.

My request seemed simple enough… link my accounts so I could use my character names and have access to the HOM stuff.

I have done everything on the FAQ and as the instructions suggest have
supplied my Guild Wars username and my GW2 Key.

I am still receiving the message stating that “A server error has been encountered". I know the details are correct.

I did receive a message which was basically check the FAQ with a link that didn’t work.
What do I need to do to get this sorted?

Regards

I am sorry for the delay. Have you read this post and followed the instructions? (Apologies if you have, just want to be thorough.)

If you followed those instructions, did you update your ticket when you got an emailed update? If yes to both, may I have yoru 12-digit Incident Number?

#128 - Sept. 4, 2012, 7:22 p.m.

Chino.8743:

My friend hasnt been able to login to his account at all since the day he pre-purchased the game which was on 08/25/12 and he is unable to play due to issue. In the begining it was saying he was getting error 9 but when the headstart was over it still doesnt let him log onto the game. He has read through all the error posts and followed instructions but none of that worked for him. It is also saying that the serial code you have entered is already in use when he tried to go back to the email. Now it isnt giving him the error 9 either and is saying you have not entered a serial code to our account and the grace period has ended. Here is his 12-digit Incident Number: 120825-010119

Your friend provided the information that the team needed just yesterday. (I’m reviewing the ticket.) I think that he does not have a valid retail serial code, but rather a pre-purchase or pre-order code to which he needs to add the retail code.

However, I’ll let an agent respond for certain.

#156 - Sept. 4, 2012, 10:23 p.m.

laersect.3794:

Her ticket would be: 120902-017047

She was hacked a couple weeks prior, and although her account had been supposedly returned to her possession after she changed her Email and the like, she still cannot access it. She’s had her ticket open for about a week now, with no reply.

Not to be rude, but isn’t a week enough? She’s really distraught, and doesn’t even know what state her account is in.

The ticket is two days old. If there are others — if she filed several — we need all those numbers, please.

#157 - Sept. 4, 2012, 10:23 p.m.

caravos.1895:

After playing some of the pre start I tried to log on the morning of the 28th to find my account had been terminated for gold selling/item buying or associated with it. I have raised a few tickets and even received a reply that my ticket is getting processed on the 30th its now the 5th and still no action has take place. Now I paid £50 to play this game and for some wild accusation of gold selling I have been banned permanently, for me this is just theft of my £50 as no one seems to want to provide me with proof or assist me. I know the team is probably snowed under with the start but hey I paid my £50 so I think I should get a bit of one of there times to sort out my issue.

Carl..

You need to provide the ticket numbers, please. And please, please only file ONE ticket in the future.

#158 - Sept. 4, 2012, 10:25 p.m.

Taiance.6213:

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

Around the clock, 24/7, with many agents brought on in multiple offices. My team alone is growing my four this week. That shows you how seriously we take this issue.

#166 - Sept. 4, 2012, 10:55 p.m.

All of those who are awaiting help, please heed this message from Mike O’Brien, posted tonight:

“We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Blocking Login – Ticket submitted <date> – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket."

#167 - Sept. 4, 2012, 10:56 p.m.

GaileGray.9587:

Taiance.6213:

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

Around the clock, 24/7, with many agents brought on in multiple offices. My team alone is growing by four this week. That shows you how seriously we take this issue.

#168 - Sept. 4, 2012, 10:56 p.m.

Roxy.7261:

GaileGray.9587:

Taiance.6213:

It would be nice to know if support are working round the clock or not. As there is only so many times I can hit F5 on the ticket page (not that anything is likely to happen in the next week that hasn’t already happened, ie: automated reply calling for more information!)

Around the clock, 24/7, with many agents brought on in multiple offices. My team alone is growing my four this week. That shows you how seriously we take this issue.

What do you mean by ’ growing my four ’ ?

cough Typo. “growing BY four.”

#169 - Sept. 4, 2012, 10:57 p.m.

painkiller.4738:

Gaile, we really appreciate you all opening the support forum for us. It really helps getting to actually get a response. However, since this morning, I have been unable to log into my support account that has been shut down to do anything to help on my side, and to get the appropriate ticket numbers. The only one I have is 120830-007345 which I opened on 8-30. I have only recieved the original automated response, and would appreciate some notification of if it is being taken care of. Thank your team for us for getting to this, and we will do our best to remain patient.

Definitely read up a couple and follow those steps as outlined by Mike O’Brien. We want to help you!

#420 - Sept. 6, 2012, 8:11 a.m.

For your own account safety, please do not post personal information such as your email address on the forums. Thanks!

#716 - Sept. 10, 2012, 5:03 p.m.

I sense that we have a couple too many sticky posts. The support process can take a few days to get an issue resolved. It wasn’t the intention to have a thread for current support issues, but rather to have one that highlighted people who had been waiting for much longer.

I’m going to unsticky this post and ask that you use the other one — Unresolved Tickets — to follow up.

#730 - Sept. 11, 2012, 5:24 p.m.

I think I’m going to do the whole-day updates again, because trying to find the posts and respond to individual players is difficult (especially when they post a dozen times. )

Here are updates for today, 11 September:

120905-008337 Resolved
120905-004759; 120905-008912 Resolved
120904-002404 Resolved
120904-003141 Resolved. Please take care, as this was compromised twice.
120829-011557 Resolved (fixed error in email registration process)
120831-018621 Resolved — two accounts reinstated.
120831-017533 Resolved
120902-016845 Issue assigned and being reviewed by agent
120901-006247 Issue assigned and being reviewed by agent
120827-010196 Issue assigned and being reviewed by agent
120901-018012 Issue assigned and being reviewed by agent

#733 - Sept. 11, 2012, 5:40 p.m.

In order to keep the forums from becoming a pool of “submit-ticket-and-post” threads, I am going to close this thread. Your issue will be reviewed if you have been waiting more than five days. If that is the case, please post in this thread.