support supervisor please ADVISE

#1 - June 18, 2014, 6:46 p.m.

My boyfriend stopped playing guildwars 2 for 2 years. As the password requirement involves having a “special character” in it, he cannot remember what it is.

He also does not have the serial number of his digital purchase as it was 2 years ago and he deletes old emails.

he submitted a ticket earlier today about forgetting his password, however he received an inappropriate response stating that they can’t help him access his account, no explanation given AT ALL.

There is no other way, other than through tickets, to get customer support. He paid 60$ and did not play for more than a week.

This is a very simple matter and customer support should be able to resolve the matter in a few minutes, not respond in a completely unhelpful manner.

He also does not remember which email he used to sign up, as he has 2 emails he uses for games, so that might be why support is not helping him, however that info should be included in the response.

Please help.

Gaile Gray

#7 - June 18, 2014, 9:05 p.m.

While perhaps a bit…er… “direct” … the input from players is accurate. We must have some information about an account, some “proof of ownership,” or we cannot possibly turn over details that allow someone — who could be anyone at all — to access the account.

We do not require a special character in our passwords. We do, sometimes, use the name of a character on the account as one of several possible means to try to confirm account ownership. That isn’t to say that a character name could be accepted alone, because character names are publicly visible. But in conjunction with other account information, it could help. So that may be what your boyfriend saw, and je confused the inquiry about a character name with the use of a symbol like % or @.

I do not believe that someone said “No” without a reason or explanation. That makes no sense at all — we want our players to be able to play on their accounts! If this is at least three days old, you may post in the “Tickets for Review” thread with the ticket number. At this point, no one — including me! — really has sufficient details to help with your concerns.