This thread is intended for you to use to follow up on support issues that have been filed with support but have not been resolved in three days or more or, perhaps, tickets about which you have continuing questions.
Please allow the team time to resolve issues before posting here, so don’t submit a ticket and post, but rather follow-up if the ticket needs a review after it’s been in the queues for five four three days or more.
Our Customer Support Team is working diligently to resolve unanswered tickets.
In a previous Game Status Update, we suggested that players with an older, unresolved ticket about a hacked account or blocked login issue should submit a new ticket to get their issue correctly prioritized. However, in retrospect, that suggestion was an error. Players should not submit duplicate tickets, but should update their EXISTING ticket. This is a different procedure than we had messaged earlier, and we apologize for any confusion this may cause.
If you have submitted a ticket and have not received a response, please make certain that you have provided a clear and accurate description of the issue that you are facing. If you would like to update your ticket for clarity or to provide more identifying information, simply update in the Support interface or respond to the most recent emailed copy you received and include as much of this information as possible:
Please also make certain that you have closed out any additional tickets that you may have created about the same issue to expedite your response.
Thank you for your help!
Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?
No worries. This was on us, and we’ll continue to address them properly, even if they are dupes.
We don’t update the title correct?
If you have a vague subject line, it can’t hurt to make it more specific: “Hacked Account” or “Log-in Issues.” No need to change, but you can if you wish.
lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…
Can you try and let me know? I don’t know the answer to that question! If you’ve submitted a new ticket, it’s ok, we’ll get to it, but if you can update the older one, that’s good, too. (And I’d like to know the answer, honestly.)
A few general observations:
) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
Here is tonight’s update. As you can see, a whole lot of tickets have been addressed in this batch. We strongly believe that, except in cases where we need additional information, a large majority of the other issues that are in the queues now will be resolved by the end of the weekend.
120901-002179 Resolved.
120830-007345 Resolved
120831-006906 Resolved. Karma exploit issue — account is reinstated.
120827-009187 Resolved
120830-016639 Resolved
120830-018172 Resolved
120822-002717 Resolved.
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120830-003200 Resolved yesterday.
120825-002495 Resolved
120831-007656 Resolved
120831-004357 Resolved – player had a typo in their login name.
120830-006425 Resolved
120831-011270 Resolved
120829-011451 Issues resolved on 9/3/12
120831-020256; 120903-009558 Resolved
120831-015265 Resolved – stolen account
120831-017385 Resolved – stolen account
120830-009375 Resolved
120829-007119 Resolved
120831-015962 Resolved
120831-007980 Resolved – Authentication problems .
120829-017006 Resolved
120831-021599; 120902-001379; 120905-005822 Resolved – stolen account
120828-008637 Responded today.
120829-007642 Resolved – stolen account
120831-015403 Resolved – stolen account
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120826-011456 Requested additional information from the player. Can you confirm this is resolved?
120831-008189 Player’s account had been hacked – Reset password (a second time). Let us know if that did not help.
120831-012902 Tome questions; explained that influence cannot be moved or reimbursed.
120830-015908 2 accounts, linking issues; will be resolved soon.
120828-015981 Missing gem issue; still working on this issue.
120830-016564 Mislabeled as duplicate, issue reopened and assigned to German language team for resolution
120828-017417 Serial key stacking issue; solution offered yesterday.
This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await
My ticket is running for 2 weeks now and still ticking
Oh goodness, this is not the all-inclusive list of addressed tickets! This is a response to those who specifically posted in this thread. There were hundreds and hundreds of tickets resolved in the same timeframe — I’m just answering those who posted.
Also, not most, but very few of these were using the karma exploit — I think just three, maybe?
Please don’t jump to conclusions or make sweeping assessments. It doesn’t do you, the others players, or us any good at all.
Honestly, I feel that I have a lot more faith in the support team. Now that I know they are doing it in chronological order, while taking care of support tickets for various other issues aside from account-related.
I was only concerned because I thought that they were only prioritizing hacked account tickets, and taking care of easy tickets on the side.
But now that I can see where I stand in the assistance, I am relieved.
120902-013528 (my boyfriend’s ticket for his overlapping accounts)
120902-016895 (my ticket for my overlapping accounts)I’m still a couple days away, but waiting for my turn is making me run in circles = O.
Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.
The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.
I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.
[Incident: 120905-001631] Still not handled after a week now. Cool.
But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?
GaileGray,
I have seen you state above that having more than one ticket open can slow down our response time. My issue is that I have had a couple of pressing issues that needed resolution, and I had to create a 2nd ticket for a 2nd issue while the first was being looked at. When the first issue was resolved, it seemed that both my tickets got closed. I have since created another ticket to only include the issue at hand, and updated my old ticket (dated from august 30) to mention I still needed it resolved.I am not exaggerating the date of my original ticket on my account ban issue, but because it was closed when the other issue was fixed I am unsure if even it is being looked at or ever was, and I am not sure if I can comfortably close the most recent ticket that I put in which is 3 days old.
120826-011612 from 08/26/2012 – resolved ticket with billing issue
120831-002045 from 08/30/2012 – ban and billing issue ticket that got closed prematurely
120905-010453 from 09/05/2012. -ticket submitted with only ban issueI am unsure if there is anything that I should do regarding these tickets, and even though I know you have been busy, I have been waiting a long time and not having confidence that my ticket will go through since it was closed without fully being looked at.
Jayman — I understand your confusion. Having one ticket to deal with two major issues is still best, and I think the way you’ve handled this is ok. But sure, I completely understand why you felt two tickets were required.
A few general observations:
- Please provide your oldest ticket number when you post.
- Please go in and close your other tickets; that will help you and us.
- If you have more info, or want to check on the status, update your oldest ticket.
- Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
- Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting
- We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.
Hey Gaile,
It took 10 days for me to get my account back and now I am happy as ever to be playing again. Thank you for all the efforts your team is putting in to resolve these issues and good luck to the future of this game.
Deminent
Thank you, sincerely, for your positive attitude. 10 days is far too long, and we know that very well. We’re working those numbers down to a few days, at most, and again, I’m glad you’re back in the game and appreciate your grace in your kind words!
If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.
I do not know the answer to that, and I will find out. Does it involve access issues?
aaaaaand it still says my account is suspended when I try and log into game.
seriously …
argh its not unbanned…
Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.
Edited: Updated the team. You do the same on your ticket, please. Sorry! 
aaaaaand it still says my account is suspended when I try and log into game.
seriously …
argh its not unbanned…
Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.
Edited: Updated the team. You do the same on your ticket, please. Sorry!
Just FYI, still suspended.
Please try again. Looks like human error, and we do apologize for that! But I’m assured you are good to go now.
120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with
This is also far behind the norm, and we’ll take a look at this today. Please note, threats of legal action do not move your ticket to the front of the queue, nor do threats of charge-backs or BBB complaints. But right is right, and unless there’s something additional that I cannot see in your notes, this should be addressed very soon, with our apologies for the delay.
Again Reference number 120826 – 004864 created on the 08/26/2012
E-mail from Pluto tell me they pass it on and nothing more
15 days now and still bloody waiting
Why as my e-mail address been add to this account Ensir.1457 when I never used it for this account
SO very sorry about this delay, as well. An agent is working on it right now. If s/he has questions, the ticket will get an update, otherwise I think this will be addressed very soon.
120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt withThis is also far behind the norm, and we’ll take a look at this today.
Hi Gaile,
I’m really not trying to be confrontational but could you folks please give us at least some indication as to where the team are in terms of tickets being “looked at”? Given that I (and, from what I gather looking at several forum posts, others) are now past the 72 hour mark and haven’t had any response whatsoever from a CSR, it’s getting pretty frustrating.
Thanks.
It’s a fair question. I’m going to see if I can get an update about that within the hour. It’s Sunday, and I know we have a lot of agents working, but this overview would best come from a manager. They’re on board, and I’ll see if I can get details for you guys.
Here’s a short list of updates. I’ll have more info on a new process in place for reprioritizing and/or closing tickets, as managed by the player. I will post that in the sticky section soon.
120826-004269 Resolved
120826-011612, 120831-002045, 120905-010453 Resolved
120828-005968 and 120904-009007 Resolved 9/9/2012
120828-021910 Resolved
120829-014001 Resolved 9/8/2012
120831-015265 Resolved 9/8/2012
120831-021599, 120902-001379, 120905-005822 Resolved 9/7/2012
120826-012235 and 120828-021102 Account is accessible, but we are unable to address this issue at the present time. Still in the queues, not forgotten.
120828-001259 Account is accessible, but we are unable to address this issue at the present time. Still in the queues, not forgotten.
120831-000675 Awaiting acceptance of the Karma Exploitation appeal requirements. Should be resolved soon.
120831-021206 Unable to resolve as the purchase was not made through us. Please contact the original seller.
Please read today’s update about support issues. I think it will help for you to know about the emails that are going out, and the system for closing or reprioritizing your ticket.
Please take note that my last update to the ticket was not a threat in a way to escalate the ticket, but was my right to do so and ask for a full refund.
I’m sorry for the issues that you’re experienced, and we will do that for you. Please go ahead and continue your conversation with Support and they will make that refund happen, if that is your desire.
Ok, I’ve gotten the account back, but the account that was restored no longer has access to the game…
I’ve reopened the ticket and now I just need someone to actually address it correctly this time.
Are you sure you added a retail code? The grace period is long over, and you need to add that code. But if you have, what is your ticket number, please?
That is dedication! You’re on the review list now.
Seriously… get hacked then wait 8 days to get account restored after mailing back and forth 4 times.
Logg in play 2 hours, go to work 10hours get home and logg in seeing Account is suspended.
So this means 8 days more of wating?
Yes i have changed password etc..
Assuming you updated your ticket or submitted a new one, what is your 12-digit incident number?
The account has been re-secured and reinstated.
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
We will post more updates later this evening or tomorrow.
Remember, only post if you have been waiting for five days or longer.
A few more for today:
120902-011084 This has been routed to the team that can assist you.
120906-004508 Resolved
120906-010451 Resolved
120906-010208 Resolved
120906-009144 Resolved
120904-008242 Resolved
A few more for today:
120902-011084 This has been routed to the team that can assist you.
…Thank you for the update; I will add that to the status.
I wish I had been able to say “resolved” but it requires one more step.
Here’s the first of today’s updates based on ticket or incident numbers:
120828-008637 Resolved
120906-003183 Resolved — please check email
120904-004723 Resolved
120902-016796 Resolved
120903-012118 Resolved
120903-002266 Issue is waiting for player reponse to request for more information
120831-021286 Complicated issue – account is no longer compromised but there is a code issue that has been escalated to another team for resolution
120830-008691 Another complicated issue – also escalated for resolution
120829-002365 In the correct queue — you should hear very soon
120906-010197 This is a reissue ticket, already in the correct queue and awaiting a resolution.
120902-014428 We recently received Guild Wars info — this appears to be a Guild Wars issue and is properly queued
My account got perma ban at 09/11/2012. I was off for two days then i got this. Until now my problem wasn’t resolved. Please help me.
Ticket: 120909-001103
Please post when your issue is five days or older.
Your Recently Submitted Questions
Help with password reset 120907-004743 Duplicate 09/07/2012
Access Restored 120830-012231 Closed 08/30/2012The 08/30 ticket was closed even though I replied that the new password I was sent gives me an invalid password error.
My second ticket to try and get the password reset got closed as duplicate, even though I only made the ticket after I got the mail my account problems had been “resolved”. Please check with your customers wether tickets have really been resolved before closing them. We like being taken seriously. I really feel I’m being ignored because you have my money and don’t need anything else from me.
It’s been 6 days since I heard anything and all I need is a simple password reset.
Vvarg.6549
Check your email. We’re going to reset and send you a brand new password.
Please please read and heed the subject line. Please only post if your ticket is five days old or older. Here’s why: If you post today and your ticket is 2 or 4 days old, I’m going to skip it in the review process simply because we want to get help to those who have been waiting longer. Then you’re going to think you’re in the review queue, and you will not be.
I cannot respond to each of you individually, but half of the tickets being posted here are 4 days old and younger. Please only post if you have been waiting for 5 days or longer. By the way, this timespan will decrease as things get caught up, but for now, it’s five (5) days.
Thank you for understanding.
Update as of 12 September 2012 (afternoon)
120826-004269 Resolved
120903-012118 Resolved
120904-008055 Resolved
120905-005360 Resolved
120828-001969 Resolved
120906-011164 Resolved
120904-010727 Resolved
120902-013802 Resolved — or should be resolved soon
120905-001814 and 120910-005075 Resolved
120905-007504, 120910-007140, 120905-007688 Resolved
120902-011084 This is in the works as I write.
120825-024595 May be resolved by the time I post this — if you don’t see a response by tomorrow morning, please post again.
120823-000375 Escalated issue for billing resolution
120830-012231, 120907-004743 We believe this was resolved as of 09/07; can you update us?
Gaile, 120906-008905
I got my account back, but… the hacker moved me to a Europe server, stole what gems I had left, robbed most my bank mats I had saved, and of course the gold I had, can they finish me by moving me back to my server, get me my gems, money, mats, etc…
Update Gaile: was able to transfer myself back to my server, just items, gems and gold issue left, Thanks!
We do not presently have the ability to restore accounts. In the future we will be able to help with these issues, but right now that’s not possible. Please note that when we do a restoration, it will not be a single character but will be account wide.
Ticket Updates — 13 September 2012 — Part 1
120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.
Good evening Gaile, could you by any chance send an internal memo to Tim in Accounts to deal with my ticket as a day or 2 per reply is not great and I would like my situation resolved quickly.
I would love to be able to chat with someone, but the chat system is NEVER on when it comes up to a day it supposed to be available its then not, and the never ending cycle of on off continues with the chat.
Ticket is 120905-008216 (re:120829-017005)
Here is your update:
Update #1 – 13 September
120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.So a ticket involving hundreds of dollars in fraudulent charges to a hacked account using cc info that could not be deleted is less priority than joining 5 guilds? Awesome to know.
Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.
Hey Gaile
Just wondering if my Guildmates Ticket (see below) has been put onto the prioritized list of ticket numbers? He’s a patient bloke and just wants to get back on line, or else he may have to start playing NHL13 (since there’s an NHL lockout now)
He knows that the major part ATM seems to be the disconnected emails for GW1 & 2, but the original ticket was mainly based on the linking of GW1&2, but since the request of information it seems as though this ticket has either been swept under the rug or not placed into que.
Can you please send out an update please, as this ticket seems to be dragging past a week (Sept 6)for the 2nd request of all information (GW1&2 codes). Please let the CS know that one of the emails listed in the Ticket is no longer used, and it states that the master account email is correct (this maybe the reason that he is not recieving emails about the ticket updates)
Thanks for the great work….
Segna Bora
Please review the following:
User Name: Misterx.6153 -> New Display Name: 603E9F12-3098-494C-94FA-4A62F441A1EB
Ticket Number: 120827-003725
Guild Wars 2 Link/Unlink – Info Requested
Updated 2012-09-10
Additional Information Sent Sept 6
Closed on Sept 10 per email sent (found in Spam), Ticket Status Re-opened Sept 10
Waiting over 6 daysEmails are now broken/unlinked to GW1 and GW2. Unable to log into either game
Unable to use email to log into forums, plus Display name is also broken, updated to above ticket number
Awaiting email response
On today’s list. Hope to have an answer by tomorrow.
Posting this for someone who is unable to log in:
120907-004304
Thanks.
On today’s list. Hope to hear by tomorrow.
Hi there,
Been more then 5 days, and still no update.
Ticket number:
[Incident: 120907-005941]Thank you.
On today’s list — hope to hear tomorrow.
My account was hacked about 5 days ago so I’m going to post here (from the account of a friend because my account name was changed).
All important information is into the Ticket so I won’t spam a lot.
I hope you can help me with my problem so I can play again.
120909-004592
This appears to be resolved.
This is the second post that I have posted in this thread about the issue with my husbands compermised account. He is unsure as to why he can not play, weather he was hacked or banned or such. It has been six days now since he has been able to play the game. There has been no reply at all and he has not recived any e-mail from the support staff. He has closed all other tickects besides his main ticket pertaining to the issue, ticket number 120908-004401. We don’t understand why the issue has not been addressed when they are saying that all tickets that are older than five days are being taken care of. He also sells your product and is trying really hard not to give negative input about the game. He loves the game and tells people how great it is but at the same time he has been unable to play for almost a week for a reason that is unknown to him. Please fix this today or at least give us some kind of feed back today. Thank you.
This appears to be resolved.
posting on behalf of my brother, who is unable to log in. his ticket number: 120911-001278
This ticket is 2 days old. The subject line specifically mentions "5 days and older). While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. You may follow up in 3 more days.
I’m using a friend’s account to post, because I cannot access my own.
My ticket (Ref # 120907-006736) is now 5 days old, however the issues has lasted a week. I closed an older ticket because it seemed like I was not going to get any other responses (though now I think that may have been a mistake). The current ticket (see number above) received an automated and a personal response within a day or two, but I quickly responded that that was not the issue (it is not a username/password issue). My account email and info has been changed by someone else, not me, and thus I cannot access it.
I would really appreciate help soon recovering my account.
I know you folks have a lot going on, and I really appreciate the help. Maybe take a coffee break after you read this, but then, resolve my issue. Thanks!Jbrown.5109
This is resolved.
120826-004162
12 days and still no reply from ANet support about my hacked GW1 account, so I can’t access my Hall of Monuments at all.
Also, I never received an e-mail saying that my issue was marked as resolved, so it can’t be that either.
This has been resolved.
Ticket Updates — 13 September 2012 — Part 2
120904-009096 Resolved
120905-009559 Resolved
120906-008535 Resolved
120906-008905 Resolved
120907-003858 Resolved
120907-004050 Resolved
120907-004304 Resolved
120907-005353 Resolved
120907-005707 Resolved
120907-005941 Resolved
120907-006342 Resolved
120907-007801, 120905-009093 Resolved
120910-005075 and 120905-001814 Resolved
120907-005946 Resolved
120907-007982 Resolved
120907-008529 Resolved
120903-004443 Should be fully resolved within 24 hours.
120908-000014 Escalated for review.
120902-005230 Escalated for review.
120906-003683 Escalated for review.
120907-007931 Escalated for review.
120907-002246 Account appears to have been purchased with a fraudulent credit/debit card. You may wish to continue to discuss this with Support.;
Gaile please help me out. 12 days now, with not 1 reply from support. Ticket number is 120901-009025. Seeing people who may have waited much less time getting help is really frustrating me.
I’m looking at your ticket and it makes my head spin. Mostly it looks like you have two issues that we should help with: a means to link the accounts (where you created two accounts) and the restoration of missing CE items.
If that’s the case, the CE items were restored at some point, and I believe they may be restored again at a later date, but I don’t know that for sure, nor when it might happen. The most critical thing, I think you’ll agree, is linking your accounts. If that’s what you need, please let me know.
Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.
280 dollars of fraudulent charges is now “silly”. My bad, Gaile.
Your comments about priorities was the silly part to which I referred. I’m sorry if you misunderstood.
This issue has been escalated; we are concerned about this and will try to resolve it very quickly.
Hello Arenanet,
Posting on behalf of my friend who got the account hacked about 5 days ago. Ticket number #120910-000015. Hope you guys will be able to look into it asap.
Thanks!
That ticket is 3 days old. Please post in two days if he still needs help.
Ticket Updates — 13 September 2012 — Part 3
120905-000334 Resolved
120907-005946 Resolved
120901-005179 Resolved
120830-012231 and 120907-004743 Resolved
120902-005108 Escalated 9/11
120827-001121 Asked for a review.
120908-003904 Thanks for providing the serial code; in process
Update — Friday, 14 September: Part 1
120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 NOT Resolved — adding to new review list. Apologies!
120909-007006 and 120911-004407 Resolved
120909-000661 Resolved
120903-001548 Resolved; expect conclusion within 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
120909-001112
Ticket was answered asking for information already provided – updated nonetheless and is now awaiting response. Does customer service means copy and paste a pre-used response and let the ticket sit around for another 5 days or so after the customer has already been waiting for 5 days to start with?
Maybe I should just buy a new copy of GW2.
As you can see from the list above, I was told on that this was resolved yesterday. I’m so sorry that is not the case. I will put you at the top of my new review list.
Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.
120908-000014
The latest information I have is that credits have been issued for this. I can see you have added additional notes to the ticket, and I will allow the support team to respond, but I believe the most critical issue was getting you back the money, and that appears to have been completed.
Gaile
Thanks for posting the updates regarding account issues.
I was wondering, since you already have a topic “Account Issue Updates – Posted Daily”
Could it be possible for you to post updated ticket numbers there or creat a new topic regarding updated/resolved ticket numbers? I think that it makes more sense, since in this thread it changes daily, and I find that I have to search the pages for your Ticket Number updates; to figure if my guildmates ticket number is there or notJust a suggestion…as I’m sure that I’m not the only one doing the same thing
Thanks
Segna Bora
Ah here this post is. Segna Bora — you made an excellent suggestion yesterday, and as you can see, I have started doing exactly what you mentioned: Posting the updates in this forum thread and in the daily update notes.
Thanks for a good idea.
Re-Posting – Day 7- (Ticket Number 120907-008310), my wife got a response saying that the access has been restored, we followed the steps provided with the log in and password and it doesn’t work. Emailed the support as per the email saying if you have any questions please respond to this email and haven’t heard anything yet.
Would you be able to look into this please
Please fix this before the weekend we would really like to start playing together again.
I am sorry that the notes did not help resolve the issue. Yes, I will add this to today’s review list.
Please note: Some of you are asking for replacement of CE or DDE items that you either received and accidentally deleted or which you never received. Please note that one replacement run has been done. I believe another has been done or will be done very soon.
Replacements are one per customer. If you were on a previous list, you will not be given another set of replacements. If you were not on a replacement list, please be sure your ticket is filed with support and update to say you are still awaiting your items. Please do not file a new ticket.
Im posting about my friends account who got hacked 8 days ago, and got no assistence on the issue at all
Ticket Number: 120912-006438
That ticket is two days old. I need the original ticket, please.
Issue: Missing Digital Deluxe Edition Items
Ticket: 120825-004180
The ticket was submitted on 8/25 and i still have not had my problem resolved…
Could you kindly post in the sticky thread about this very issue? That is the proper place, and that is where we’re looking for these reports. Thanks!
Account Restored Thank you very much, the hackers got the whole 2g my wife had, she is very happy to be playing now. Thanks again!
Problem SOLVED! Account unblocked.
Thanks ArenaNET.
Ticket: 120909-001103
120829-001864 = SOLVED / waiting for confirmation
Got home from work to see this gem in my email. Oh, what a wonderful feeling! Waiting on a reply from Tim for my response post.
Gaile, go thank Tim for me!
Username:Brutis.5372
Ticket #:120907-008529Seems to be resolved.
to Gaile and the support team
Thank you
Thank you
Thank you
Thank you
Thank youI appreciate the time you took to fix my account….
MisterX
Sorry was resolved thank you so much
Thanks for those updates, guys. I hope to see more notes like this from others very soon!
Incident 120903-001548.
It has now been 11 days since my account was hacked and 6 days since it was returned to me and I requested either a credit to my credit card for gems I just had bought before the hack occurred or a return of the gems. I provided the order number for the gems in the incident report.
Also, I appear to have lost my CE items too when I deleted my first character.
Thank you for your help.
Ernest, it looks to me like this was being processed. Please let me know if things are not aligned by tomorrow. (And thanks for your support of the game, through your gem purchases!)
7 days old.
Hi, I made a request to reset my GW1 account so I can go back to do Hall of Monuments and link my account go GW2. My request was sent last week with the original CD Key that came with my account. I didn’t even get a “We are working on it”. I know you guys are busy but it would be nice to at least get an acknowledgment.
Ticket 120906-007794
This is an odd one. I can see you haven’t had any response, as you say. I’m sorry about that, and will add you to my review list, for certain!
Update — Friday, 14 September: Part 2
120909-000661 Resolved; cannot restore gold
120829-012281 Resolved
120908-007060 Resolved
120908-005311 Resolved
120909-000661 Resolved
120828-017417 Escalated for a fix
120831-007836 Linking issues appear resolved
120909-003027 Resolved
7 days, and still counting
120911-009271
According to the tickets, it’s 5 days, not 7. Now admittedly 5 days is still too long, but I am getting pretty confroozled by people’s math, where 2+3=10.
Update — Sunday, 16 September
120904-005888 Resolved
120903-007670 Resolved
120905-001452 Resolved. Looks like a second compromise — do take care!
120901-015507 Resolved
120831-011009 In the correct Billing queue for assistance; I believe you received a reply Friday.
120826-002453 Moved to appropriate queue to process gem refund.
120903-002460 Moved to appropriate queue for assistance with your serial codes.
120828-017417 and 120826-000505 Verified your ticket is in the correct queue for assistance. (Second ticket marked as duplicate, but the first is active.)
120809-002854 Being held by Billing Team Lead pending a review of purchase policies. Apologies for the delay!
120825-007873 This is a second request for items already distributed. We need to discuss if/how to handle these situations, so please hang tight on this.
120831-010210 This is a tech issue and we need the Game Advisor report from you, which an agent requested last night. Once received this will be routed to someone in Tech Support for priority assistance.
120901-010764 Serial code disabled for fradualent charges. Under review by senior agent.
120901-025089 This issue will be reviewed by ArenaNet.
More tomorrow!
The same thing has happened to my friend. Said, “It has been resolved.” but it clearly hasn’t seeing as he still has no access to his account and it has been well over a full week since it was hacked and supposedly resolved.
3days ago ticket changed to “in progress” but no real reply, since then nothing, I updated the ticket with my display and character names so it changed back to “updated” instead of “in progress”, all good? 8days total.
I’ve submitted this under the support already but the issue was close before it was resolved.
Sorry, I really can’t help without a ticket number. If you provide that in your post, that would be great.
I put in a ticket on sunday the 9th because my account was hacked and all my gear/gold/banked items/crafting materials were stolen. Also my mail was deleted. Is there a way to get my gold/items back without having to roll back my account? Since it’s been so long i started playing again and would not really want to have all that work/time deleted. I logged on while they were stealing stuff I believe and was able to change my password and protect my two lowest level characters.
120909-004664 was the ticket.
The only way to conduct an account restoration — once the service is offered — is to “roll back” the account. There isn’t a way to generate items or to roll back a single character while leaving the others intact.
Issue:120916-001690
Dear Gaile,
I’ve honestly lost all my patience. The ticket above is not even one day but I want it answered it.
I’ve been waiting since 31-8 for a correct answer on one of my tickets. I keep getting these answers who are about a completly other subject.
I’m just asking for an UNBAN. Not much just an unban. I would’ve gotten it if the people at support actually tryed and read the tickets.Like for real, you people don’t really read the tickets do you?
I just looked at this history, and I cannot explain it. It’s at the top of my review list for tomorrow. I’m so sorry this has gone on and on like it has.
Hi,
I’m still waiting some aswer from CS….My previous tickets were all closed or notificied as duplicate…the only one i’ve managed to update was the one in the topic…
the situation still the same
GW2 = working
GW1 = not working (blocked)
Account management = accounts linked
HoM = not workingThis scenario is the same from august 27th (date of my first automatically closed ticket)
…please help!
Ticket number, please?
my brother’s ticket: 120909- 01112
This is an incomplete ticket number. Could you please provide the full six digits to the right of the dash?
Thanks.
*Update — Monday, 17 September: Part 1
120823-005248 Resolved
120831-006932 Resolved
120831-018521 Resolved
120903-006262 Resolved
120904-004130 Resolved
120905-002972 Resolved
120905-003517 Resolved
120906-007794 Resolved
120906-009311 Resolved
120907-004649 Resolved
120907-005479 Resolved
120907-008310 Resolved
120908-000760 Resolved
120908-002648 Resolved
120908-004730 Resolved
120908-004831 Resolved
120908-005767 Resolved
120908-006021 Resolved
120909-001112 Resolved
120909-001482 Resolved
120909-002892 Resolved
120909-003158 Resolved
120909-004741 Resolved
120909-004834 Resolved
120909-006216 Resolved
120825-005264 CE/DDE Item issue — we are working on this one
120825-036680 Linking issue — in review
120902-015078 Linking issue — in review
120903-002460 Linking issue — in review
120904-002200 Linking issue — in review
120826-012867 Possible Linking issue — agent sent response today
120909-004170, 120909-003417 Reopened and requested review
120909-000820 Requested review
120908-004534 Awaiting update on this one
More later!
Please note: Some of you are asking for replacement of CE or DDE items that you either received and accidentally deleted or which you never received. Please note that one replacement run has been done. I believe another has been done or will be done very soon.
Replacements are one per customer. If you were on a previous list, you will not be given another set of replacements. If you were not on a replacement list, please be sure your ticket is filed with support and update to say you are still awaiting your items. Please do not file a new ticket.
Hey GaileGrey,
Thank you for this information. Do you have an estimate of when we can expect this additional run to occur?This is in reference to;
ticket: 120825-033103
subject: Account Items Deleted
created on: 08/25/2012Thank you,
Nate
Sorry, Nate, I don’t know a date for that yet, but I do know the team is aware that this will need to take place. I just want to say again that this is a one-time offer, and players need to be sure they do not request twice, and that they always keep enough space in their inventory to store the items, because the replacement run could be made at any time.
My friend bought the game the 28 august, made his account and can’t get any email confirmation message, and the cd key is used, he can’t use it again. We tried to contact you arenanet since the 28 and no answer, he wants his account he paid for it and can’t use it
Could I please have his 12-digit incident or ticket number? Thank you.
ticket: 120916-005007
Waiting for a long time now help me out if can.
My in-game mail doesn’t allow me to send mail. Any time I attempt to send mail to anyone results in the error “Processing previous mail.”. I also cannot put items up on the trading post to sell, it replies with the error
“Error attempting to sell.”
i have this bugg since 2 days ago already help me out if can please.
As this post subject says, please allow five days before you post on the forums asking for a follow-up. Also, this does not sound like an account issue, but more like a bug. You may wish to post this in the bug forum.
Update — Monday, 17 September: Part 2
120911-006605 Resolved
120902-008437 Resolved
120906-007244 I responded to this one in the ticket
120825-004909 I responded to this one in the ticket
120903-013436 Additional info requested on 9/14 – please respond
120911-002506 Friend updated 2 days ago; should hear soon
120912-002664 You updated 2 days ago; this should be answered soon
120905-004000 On yesterday’s review list — I hope to have an answer tomorrow
120909-002932 On yesterday’s review list — I hope to have an answer tomorrow
A few of those on tomorrow’s review list:
120829-012492
120901-030134
120912-004572
120912-005302
So sorry for the delays and/or mixups. It’s true that multiple tickets can cause confusion on everyone’s part, but we’re really wanting to help!
Please add to the sticky post above and I’ll include in today’s review list.
Thanks for your patience.
Hey GaileGrey,
Hi there i am waiting still for a fix of my account, multiple people told me its a account issue not a bugg.
I even posted it in the section of buggs but no admin or gm are replying to itReview my ticket if can thanks: ticket: 120916-005007
Sincerely,
Yoshiro.4159
I don’t know who “multiple people” are, but account issues are things like “I can’t log in” or “I was hacked.” If you’re not getting your mail, then that seems like a bug or a technical support issue to me.
Regardless, your ticket is two days old. You can add it back to this thread in three days, if the problem persists.
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
I submitted ticket# 120828-016512 on launch day (8/28) due to being unable to apply a retail key to the pre-order account I’ve been playing on. I’m now stuck with a blank account and cannot access the characters I created during the 3 day headstart.
Although I acknowledge the monumental task of assisting all the people with hacked accounts, I cannot help but feel extremely disappointed in Arenanet support. I have been extremely patient and have done everything they asked of me i.e. not submitting a second ticket, updating the ticket with relevant information.
Despite all that I have done, they close my ticket, which I promptly reopened, and haven’t heard back from them since then. I have not played the game since launch because I have every intention of keeping my original characters.
What do you think a customer is supposed to do at this point?
I know the question is somewhat rhetorical, but I want to say thank you to you, as well, for your extreme patience. Obviously, this goes on today’s review list and I expect I will have an answer by tomorrow.
Antares, I can sympathize, I’ve have a ticket opened as well since 9/4 that was closed which I also reopened and have yet to receive a human response from anyone at ArenaNet.
I’m highly disappointed with the support being offered. This is the first company that I’ve ever worked with that has left me hanging this long on an issue.
Could I get that 12-digit incident/ticket number? Do I already have it? Just checking — we want to help!
I’m really not sure what could possible be resolved by posting this info here, but as requested…
Information is in my signature.
I’m sorry, I do not see a ticket number in your signature. Could you please provide?
Greetings.
My ticket was submitted on the “08/30/2012 at 01:26 PM”.
Reference : 120830-013442
The issue was fixed two weeks ago (“Bad Blood” – Exiting the conversation will no longer arbitrarily lock the player into a choice”) but only for new players.
I’m still stuck in a choice I didn’t made, also my “My Story” tab is bugged. The quest is level 36 and I’m now level 80. I have been waiting for nearly a month to be able to continue my Personal Story. I got only automated replies since the patch. My ticket was closed and I had to re-open it.I hope you can help me,
Thank you
As I read this, I thought “This sounds more like a bug than an account issue” and indeed that is the queue in which your ticket resides. I would suggest that you pursue this in the bug forum although I can add it to the review list, it’s just that the crew helping me with these generally is not the same as those working on bug reports.
A response to either tickets would be nice, please, as I’ve waited almost a month now for the resolution and assurance that my account can and will be safe.
[Incident: 120903-001767]
[Incident: 120824-008715]
I see a response on 9/11 — did you get that? Did you perform the steps outlined? Please let me know as it seems that the agent felt the issue was resolved.
Created ticket on 9/12. today is 9/18 and still no answer. Granted everyone else has been waiting longer, but my issue is that of a refund and I’m wary of the time frame in which one can be issued.
no reply yet as of today…
Reference #: 120912-006060
Looks like that was processed today. Can you please confirm?
My account was hacked on Saturday, the 15th. I received an email on the 16th saying they had re-enabled my account. I replied and asked why the email authentication didn’t work. They didn’t even answer my question. They replied with the exact same response from the first email. I finally reset my password online, according to their instructions, but I still can’t log in.
Help?!
Ticket:
120915-006475
Just responded to a couple of hours ago. I think you are good to go, but repost if you still need assistance.
am waiting 10 days for account restored
plis help me120909-006557 Duplicate
120911-007816 Duplicate
120908-007658 Updatedthank you
Just answered today and I believe you also are set. Please report if needed.
Hey GaileGray,
Could u atleast try something with helping me out? Instead of sending me away to another section where i not even getting helped.
ticket: 120916-005007
Again — please respect the request that this thread be used for issues five days old or older.
Wish I saw this before I have two tickets that are being ignored or in one.. dealt with in a COMPLETELY wrong manner.
ok well went to get the ticket numbers and found one was just responded to… in a COMPLETELY wrong manner. Please do not give me the “we cant give items back” canned response as I know this is incorrect. Items are being returned to people for other reasons.
120901-001537 8/31 – had two situations where the mystic forge ate my items with nothing given in return, it now says waiting.. you didnt request info you just told me to report bugs in game. I want the items back or at least what the mystic forge would have given me.
120829-009894 8/29 over night 1 gold(give or take 10s) was gone from my character.. very quickly the GM handling it and I figured that this was NOT a hacking to my elation.. but then it gets weird they change my password(back when I couldn’t change it back) to my annoyance. I mean come on YOU try and remember Q93mL9qf…. and of course I have changed it by now. So now its just in limbo.. I am afraid its now too old for you to trace the gold but again I want it back. I didnt spend it, there was nothing I could have spent it on before I logged out or when I logged back in in the morning until I discovered the lost money.
I know you have a lot of issues out there and that I am not a special flower but I would like to be treated fairly and I think I have waited much longer than normal… 3 weeks..
You are demanding that we spawn items and give them to you, when we are not able to and will not do that. The comparison between the replacement of Digital Deluxe / Collector’s Edition items and your situation is not at all realistic. I am sorry for what you experienced, but we do not have the tools that would allow us to fulfill your requests. That truly is the end of the matter in relation to both tickets.
Update — Tuesday, 18 September: Part 1
120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505 Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437 Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217 Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046 In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player
Hey GaileGray,
I know there is still time left in the day, but if you guys are done supporting tickets, I was hoping that I could get on the queue for tomorrow. I was one of the people on the review list left over from yesterday.
“A few of those on tomorrow’s review list:” – GaileGray
120829-012492
120901-030134
120912-004572
120912-005302My ticket number is 120912-005302
It is on the review list and will be addressed tomorrow, I am sure!
How come I see tickets that have been resolved in like a day or two when mine has been open for 10 days? it’s just not right.
snowmanboy.8936
tickets
120909-004170
120909-003417
Resolved today.
If that is not the case, let me know, but it very much appeared so upon review.
Update — Tuesday, 18 September: Part 1
120909-004170 Resolved
This is not resolved. Now when I check my ticket out it says this at the top of the ticket “This incident cannot be reopened or updated. If you need further assistance, please submit a new question by clicking the Ask A Question tab.”
and it shows duplicate and closed next to my two tickets still.You tell me it’s resolved and nothing is resolved. Should I open another ticket??? I mean come on this is a joke.
snowmanboy.8936
120909-004170
120909-003417
Bäbydöllfäcë
sigh You’re right. I did a search but I must have pulled up other data. That is not resolved, and I am sorry. Part of the problem is the duplicate tickets on the same issue — that does confuse things. I have added it to the top of the review list and hope for more info soon.
Update — Tuesday, 18 September: Part 2
120824-003258 Resolved
120828-016512 Resolved
120828-017417 Resolved
120907-005097 Resolved
120910-006627 Resolved
120910-007349 Resolved
120906-007794 Resolved
120907-004183 Resolved
120907-004357 Resolved
120908-000014 Resolved
120908-000119 Resolved
120908-001332 Resolved
120908-001593 Resolved
120908-003904 Resolved
120908-004389 Resolved
120908-004763 Resolved
120908-004764 Resolved
120908-004831 Resolved
120908-006278 Resolved
120908-007658 Resolved
120908-008202 Resolved
120909-000687 Resolved
120909-000844 Resolved
120909-000943 Resolved
120909-001341 Resolved
120909-001628 Resolved
120909-002278 Resolved
120909-002315 Resolved
120906-005755 Resolved — you were not blocked and were sent a new password
120907-008203 Resolved — duplicate ticket
120909- 01112 Need more info — incomplete ticket number
120906-004786 In queue, awaiting resolution
120907-006655 In queue, awaiting resolution
120908-002373 In queue, awaiting distribution
120910-006578 In process
120908-002470 Can I get a status on this?
120907-005183 Unable to resolve – game was purchased from an unauthorized retailer who originally obtained using a stolen credit card
120909-002142 Resolved but there are security concerns with this account; please review the ticket for suggestions on how to secure the account
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
Why is my ticket still being ignore?? 120911-002506 this is ridiculous, I have been patiently waiting for more than a week, why is these ticket below getting resolve first? So there is no such thing as chronological order in your ticket resolution process?
120912-006060
120915-006475
120916-001690
120911-005956
120911-006605
120911-007734
120911-009271
120911-008713
Some issues require more scrutiny, or the involvement of multiple agents. The tickets you cited may be newer, but many more were older than yours.
As you can see from any update, there is a wide variety of dates on the tickets. No one is ignoring you, but it’s only possible to address so many in a day, and you will be helped as soon as possible.
Update — Wednesday, September 19
120826-000572 Resolved
120827-009339 Resolved
120901-001721 Resolved
120901-030134 Resolved
120907-001862 Resolved
120909-004499 Resolved
120912-000702 Resolved
120912-004572 Resolved
120908-002770 Resolved
120911-002506 Resolved
120825-003481, 120908-001695 In queue, awaiting resolution
120902-005577 In queue, awaiting resolution
120902-006231 In queue, awaiting resolution
120911-009121 In queue, awaiting resolution
120914-000042 In queue, awaiting resolution
120908-005487 In queue, awaiting resolution
120826-011944 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120829-012492 Assigned; awaiting response from player
120906-002403 Assigned; awaiting response from player
120906-003323 Assigned; awaiting response from player
120912-005302 Assigned; awaiting response from player
120907-001327, 120907-008394 Unable to refund gems
120824-008715, 120903-001767 Sent suggestions for resolution
120913-005753 Sent suggestions for resolution
120913-006801 Sent suggestions for resolution
Hey I still can’t buy gems I want to give you my money
120907-008394
Updated 09/07/2012I dont want a gem refund as stated in the post you made Gaile you put both tickets together and said unable to refund gems which is fine but the only one I am really worried about is this ticket the one here that hasn’t let me be able to purchase gems for a few weeks now and I want to purchase a lot of them
Oh I understand, Aemris — I apologize for the misunderstanding. Will add to tonight’s list for a review tomorrow.
come on
snowmanboy.8936
120909-004170
120909-003417
I sent this one off special. I’ll check ALL my mails, and if it’s not there, will add it to the top of the list. I am very sorry!
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!
Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distributionGreat, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!
Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!
Update — Thursday, September 20
120824-007248 Resolved
120828-017417 Resolved
120831-007724 Resolved
120905-007179 Resolved
120914-004764 Resolved
120907-004123, 120825-035330 Resolved
120912-001055 Resolved
120912-005259 Resolved
120914-000391 Resolved
120914-004764 Resolved
120825-003557 Question answered
120903-002278 Question answered
120914-003281 Question answered
120915-000309 Question answered
120915-000523 Question answered
120911-002501 Question answered
120825-007873 In queue, awaiting resolution
120904-001280 In queue, awaiting resolution
120904-006754 In queue, awaiting resolution
120907-008394 In queue, awaiting resolution
120908-004534 In queue, awaiting resolution
120911-001259; 120906-003033 In queue, awaiting resolution
120912-005302 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120913-000767 In queue, awaiting resolution
120908-002648 Appears to have been resolved on 9/9
Hey GaileGray,
U told me to post if its been 5 days so here it is.
Could u review my ticket.
i would appreciate it thanks.
Ticket: 120916-005007
Date Created: 09/16/2012Sincerely,
Yoshiro.4159
You post every day, but it will not be five days until tomorrow. Please do not post this again until then.
For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.
The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.
Thank you for your patience.
I just received a response for my ticket (finally). However, it made no sense as per what I was asking… Trying to answer as many tickets as fast as possible with a copy/paste answer is not the best solution. I realize that you guys have a lot of tickets but mine still is ongoing because the GM that responded to it didn’t respond to the question that I asked. He said that I could not get a refund for something bought with gems accidentally when I NEVER asked for a refund. I simply want the missing part of my item. I’m not so sure what’s so complicated in this. I bought the Krytan armor look from the gem store and somehow while transmutating the breastplate/chest piece ’’poofed’’/disappeared and I would like that missing piece.
This has been going since SEPT 2 and is still ongoing…sad!
I expect you will disagree with me, but the team member who wrote you the detailed response was not writing in error. You’ve asked for replacement of an item, and that would involve replacement/refund of used gems, because we do not/cannot spawn items as replacements. So I understand that the language may be unclear, but the request and the response are aligned.
The item did not disappear due to a game issue. It either was accidentally deleted or it was transmuted in error. And neither of those are issues that the CS Team can resolve because there’s no policy or practice that can fix every instance of user error. I’ve accidentally deleted items; I’ve unintentionally sold items. Heck I may have deleted a character in error. But each of those things was my responsibility, because I was not careful. Even though the game has a confirmation process, I skipped over it in my haste and as a result, I lost my items. My fault. My loss. And so it is with any player. I do empathize with the situation.
Been 6 days since I got my account back from being hacked, Lost all my gold and items, I know your cant restore items but I lost 6.5gold, Please if you could restore my gold thanks, Ticket number is 120915-005747
No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.
“120905-000663 Resolved”
not resolved in anyway i cant belive u just make random assumptions..
New ticket is here 120919-008681 asking for a refund of game cba with support not helping in anyway.
NONE of my other acc is hacked… i have diablo 3 , wow etc playing with same passwords as GW 2 when i got “hacked”.
I truley beleive that every time (5times now) u open my account and i changed e-mails and passwords so many times, Its your FILTER that BANS MY ip not some hacker ones.
I need to point out that this issue positively was not on our side. Your ticket yesterday evening said that you were back on the account after creating a new email account and discussing the situation with the team on the new account.
With the repeated incidents, I believe you may have a Trojan or Keylogger on your account. Again, this is not a security issue on our side, but something related to your credentials, to your email account, or to you system. For more information, please see Mike O’Brien’s article on account security.
My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters([email protected]). I filed the first complain the 10 september, and no aswere in over one week.
my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080
Looks like you provided an inaccurate serial code, but I found a slightly different one in another of your tickets and an agent will look at this now.
Ticket ID:
120825-014906
submitted on 08/25/2012
Posting here just in case because the ticket is 27+ days old and marked as “closed” but I’m still waiting for replacement DDE items. In the DDE/Collector items thread it mentioned numbers being gathered but I haven’t seen my ticket ID mentioned in any of the updates above and there are posts above now saying that there will only be one more big distribution? I don’t want to miss out if my ticket number was overlooked
Permalink to where I posted before for context:
https://forum-en.guildwars2.com/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/170582
We have not forgotten those who are waiting for replacement of the CE or DDE items that they deleted. As I mentioned, we do not yet have a date for the next distribution. Please be sure this ticket is mentioned in the specific DDE/CE thread. Thanks.
i think my ticket is #120905-009031 been well over 5 days now, but i cant login to my support account now =(
The team will assist you with getting into your support account. However, you have submitted multiple tickets about your deleted CE/DDE items. Please be sure that ONE ticket is listed in the CE/DDE thread and close out the others (when you can do so).
Influence Tome [Incident:120906-001736]
An issue with Tome of Influence being used but not giving any influence, asked for the Tome back or some similar thing as we payed for it (happened to both me and my boyfriend). Sent the ticket the 6th of september (!) and have not gotten a single reply despite updating it a few times.
Tome of Influence issues are still being reviewed. Thank you for your patience.
Update — Thursday, September 20
120825-003557 Question answered
Can you explain this to me please as there has been no update to my ticket and it still says “Awaiting Approval”.
Am I on a list to get my things back? I hadn’t asked a question, i’m awaiting reimbursement of my items. 10 days no response/change to my ticket.
If you have submitted a ticket, you’re on the list. If you want to do so, you may post in the CE/DDE thread. Please read my post for information: https://forum-en.guildwars2.com/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/page/6#post197997
Hey Gaile,
I too made the unfortunate mistake of accidently deleting my Rytlock mini, Tome of Influence and Chalice of Glory on the first day of headstart.
I sent in a ticket 08/25/2012 Ref. number 120825-010443 to ask for help. Chris from the Support Team answered me saying that there would be a fix in the future and that I should keep an eye on the forums. So I closed the ticket and I was waiting patiently for a fix. I`ve been checking the forums regulary these past few weeks and a few days ago I saw that there is a second distribution available for those that accidently deleted their items. So I sent in another ticket.
09/14/2012 (so a week ago) Ref. number 120914-002059
Strangely I got an answer about guild problems. o.O I updated the ticket. For now it has the status Awaiting approval. Am I in queue now for a second distribution or is this approval about something else?Thank you in advance
When you say a second distribution, did you already get a set of replacement items?
The “awaiting approval” indicates you’re in the queue for replacements. There’s more information in my latest update in the CE/DDE thread. (And you can add 120914-002059 to that thread, if you wish.)
For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.
The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.
Thank you for your patience.
Hi Gaile, a few days ago you responded to Natebert.8432 – about his items, but I have not seen his tickets (120825-033103 and 120903-008429) appear in your “resolved” or “queued for distribution” lists. Are his tickets in queue for you to look at? Being that his first ticket was made on 8/25… I’d hate for him to have to miss out on this second distribution.
Thanks.
Have him post, or post for him, in the CE/DDE thread, but I can see he’s “awaiting approval” which means he’s in the queue to get items.
No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.
Sad, very sad that your programmers would not put this BASIC MMO functionality into the game. There should be a plan in place to help people that get hacked.
Note to game makers – make sure that your future CS has the tools it needs to help people.
#NotAAAservice
You may not be aware, but spawning gold and handing it out like cupcakes — even if “basic MMO functionality” — isn’t good for a game’s economy. If you lose a dollar, the government doesn’t print up and hand you another one — that would cause huge inflation.
To address the issue of hacked account, we soon will be offering account restorations that will “roll back” an account to its pre-compromise state. The issue will be verified, and the hacker will be tracked and and all account involved in the hack will be closed. Then, when the hacked account is rolled back, the gold is not duped and the economy isn’t damaged.
120919-001077 (09/18/2012)
120914-000304 (09/13/2012)
120906-010340 (09/06/2012)
120830-015905 (08/30/2012)Nothing yet and these tickets have been open since kitten I unno FOREVER….. I STILL NEED MY DDE ITEMS! can you please finally get to me. Gaile Gray said he would take care of it by moving my post into some forum thread….Nothing was done about my DDE items after that happened….SO HOW BOUT YOU GIVE ME WHAT I PAID FOR!
BTW all of those tickets are 5 days atleast apart so I dont wanna hear the multiple ticket excuse from you guys….GIVE ME MY STUFF NOW!….this is rediculous you have already dropped the ball on this and have the worst customer service I have personally ever had the displeasure of dealing with in any MMORPG to date.
Submitting duplicate tickets is a bad idea, whether they’re five days apart or not. You’ve flooded the team with about 8 tickets. Several are about the CE/DDE items, and I’ve already stated where we are on that, with apologies for the delay. You will get your items.
But another ticket says you need a password reset, and another says you want a refund. Could you please close out those tickets you do NOT need help with, so the team can focus on those that are still truly pending?
Answer to apparently everyone who wrote except me
A nice please perhaps ?
Please take a look at this.
120915-002881
Actually, I’m listing tickets in the order received, so don’t worry, you’re on the list it’s just that we can get to only so many in a single day.
Thanks for understanding!
come on, please
snowmanboy.8936
120909-004170
120909-003417
This was marked as updated and then resolved. I asked an agent to take a look again and he just sent you new credentials. Please let us know if you still have problems, but I think it might (finally!) be sorted out.
Ticket 120826-004311, opened on 8/26. Closed without resolution on 8/30. I’ve commented and requested a response twice in accordance with the original support response since that time with no new info provided or actions taken.
This is about deleted or missing CE/DDE items, right? You’ve posted and you’ve submitted a ticket, and we are working on a means to get those to you, but if you wish, you can add your ticket to the CD/DDE thread here, as well.
Is there any update on 120903-011456…? Still getting nothing…
This one may have been mis-queued, and so I’ve sent it over for a review.
GaileGray, thank you for your response. I only wish that someone would have sent out some sort of information or update (or any response whatsoever!) regarding this as a reply to the ticket, even if it was a generic autoreply of “we’re looking into it, it’s a known issue”. Rather than leaving your customers without a response, feeling neglected and confused as to what is going on. It gets quite tricky to be patient when we don’t get told what’s going on; not everyone reads the forums.
Anyway, thank you for your reply! I can only assume this will mean I will get a reply to my ticket eventually.
I agree with you, a response/answer/comment would have been good. I will share that with the team leads so they can look at more opportunities to communicate in that “update-ish” manner.
Thanks for your feedback.
My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters([email protected]). I filed the first complain the 10 september, and no aswere in over one week.
my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080Looks like you provided an inaccurate serial code, but I found a slightly different one in another of your tickets and an agent will look at this now.
According to the agent who did the review, it doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?
Is there any update on 120903-011456…? Still getting nothing…
This one may have been mis-queued, and so I’ve sent it over for a review.
lol… This is getting pretty depressing (for one…)…
I know.
’’I expect you will disagree with me, but the team member who wrote you the detailed response was not writing in error. You’ve asked for replacement of an item, and that would involve replacement/refund of used gems, because we do not/cannot spawn items as replacements. So I understand that the language may be unclear, but the request and the response are aligned.
The item did not disappear due to a game issue. It either was accidentally deleted or it was transmuted in error. And neither of those are issues that the CS Team can resolve because there’s no policy or practice that can fix every instance of user error. I’ve accidentally deleted items; I’ve unintentionally sold items. Heck I may have deleted a character in error. But each of those things was my responsibility, because I was not careful. Even though the game has a confirmation process, I skipped over it in my haste and as a result, I lost my items. My fault. My loss. And so it is with any player. I do empathize with the situation.’’
That’s fine. I’m willing to accept that it was human error and that you’re not going to ’’reimburse’’ the item. I’m not so proud as to not being able to admit that I most likely made a mistake during the transmutation which led to the disappearance of the ‘’Krytan breatplate look’‘. However, there is some feedback that I would like to leave which I hope that you can also consider. 1) My petition was closed without any answer after 10 days or so. I know I’m not the only person who’s petition was closed without getting an answer. You seem professional GaileGray so I’m sure that you can agree that whoever closed my petition without feeling the need to answer it was not acting too professional. As a customer, it is upsetting. You are a customer yourself and I’m sure that you can agree that it would of upset you too. 2) As a customer, I do not know that your company cannot make an item and would have to reimburse the full amount of gems. I’m sure that you can see why being answered that my petition to be reimbursed gems for an item bought by error would not make sense to me as it was not an item bought by error and I was not asking for gems back.
I would like to thank you for fully answering my petition on here with the right explanations. It is indeed much appreciated and I can finally feel closure on this issue. It’s too bad that it was not handled like this right away as a lot of frustration and time could of been saved from both ends.
You are absolutely right. In our hurry to get to as many tickets as possible, to review them for queue-setting, categorization, responses, and assignments, there were tickets that just seemed to fall into the void, getting no response at all. And that’s not a good way to operate, and we know it.
I am very sorry that you waited so long, and sorry, too, that what we can do is less than you had hoped. Thank you for your reasonable tone and for sharing your observations about how we could have handled this better, because that will help us do things better in the future.
Gaile—
First, I want to say how much we really appreciate the work your doing to try to help us get these old tickets taken care of.
There is another thread in the game bugs section about the specific guild issues we are having that some of these old tkts are on.
Six days ago (bottom of pg 19 of 29), Anet staff member CameronDunn, put a little blip that the guild issues were being looked into and he would keep us updated… and nothing since.
There has not been any mention of fixes on the game update notes, either.I actually got an email from the guild wars 2 team encouraging me to join a guild for the social aspects.
(One would think they would have held off on sending that email out until the guild issues were fixed, lol— it’s just going to invite more tkts for your overloaded support staff.)Is there anyway you can get us an update on the guild issues fix?
Thank you
Can you give me that link? I’m nose-down right now, and I’d appreciate being able to get there without searching.
Update — Friday, September 21
120826-011765 Resolved
120901-001721 Resolved
120902-005108 Resolved
120907-008394 Resolved
120909-000687, 120920-004803 Resolved
120909-004170, 120909-003417 Resolved
120915-005406 Resolved
120916-006291 Resolved
120912-003177 Resolved
120909-005038 Response sent today; let us know if you still need help
120915-000805 Response sent today; let us know if you still need help
120915-001454 Response sent today; let us know if you still need help
120907-004284 Requested additional information; please update your ticket
120911-007210 Requested additional information; please update your ticket
120915-000563 Reported this as a bug
120916-004076 Known issue; updated ticket
120825-003557 In queue, awaiting resolution
120826-004311 In queue, awaiting resolution
120912-002924 In queue, awaiting resolution
120912-005302 In queue, awaiting resolution
120914-005237 In queue, awaiting resolution
120915-002881 In queue, awaiting resolution
120916-005007 Under review by dev
120903-002278 Unable to fulfill request
120914-001168 Unable to fulfill request
Is there a reason why my previous post (made 4 days ago on page 24) was ignored?
It doesn’t seem fair to me that posts after mine are being resolved while my guild member has been stuck waiting for 2 weeks now.
Your friend has not provided his serial code — an essential component of establishing ownership of an account. The team is working with him on this issue, and he responded with details on Friday that may allow them to resolve this now.
I had not been able to log in until tonight and was excited to see on the forums while at work that you had supposedly fixed my problem. You state that my issue was “Resolved by bug fix”. Nothing has been resolved, I still do not have my items. Please tell me what I need to do and re-open the ticket.
I made a post in the CE/DDE thread about this. If you still do not have your items, please read this. Thanks!
Guild: Tirayjala
Server: Sorrow Furnace
Tag: [TYJ]
Unable to promote player’s , write messages of the day, and can’t spend Influence on guild upgrades only thing i can do is invite players. pliz Help
Hello,
I don’t see a ticket number. Could you please post one so I can review this issue?
Update: Monday, 24 September 2012
Update: Monday, September 24
120917-003642 Resolved
120907-001562 Resolved
120917-004145 Resolved
120825-005940 Resolved
120908-007658 Resolved
120914-002613 Resolved
120917-005163 Resolved
120909-004321,120909-004502 Resolved
120918-000186 Resolved
120914-003281 Update sent today
120916-005117 Update sent today
120916-003020 Update sent today
120915-001298 Update sent today
120912-007045 Two responses sent; may need more time to address issues
120901-001721 Suggestion sent by CS Agent
120917-004917 Agent responded
120920-000802 Agent responded
120917-000444 Agent responded
120913-000767 Agent responded
120905-009534 Agent responded
120916-006054 Agent responded
120919-001486 Agent responded
120920-000802 Agent responded
120916-005007 Agent responded
120826-014247 Agent responded
120915-000081 Answered your question in the ticket
120916-004072 Requires review by senior agent
120907-004183 Requires review by senior agent
120920-001271 Requires review by senior agent
120902-015078 Requires review by senior agent (but I promise — no DNA sample required! )
120825-005940 In queue for distribution
120825-033103 In queue for distribution
120826-001727 In queue for distribution
120829-002627, 120918-005638 In queue for distribution
120919-004264 Bug Report — relayed to team 9/24
120915-000523 Agent responded
120917-000438 Agent responded
120910-005403, 120912-003964, 120913-005411, 120918-003080 It doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!
Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distributionGreat, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!
Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!
I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?
Ticket Number: 120825-035702 STILL AWAITING RESOLUTION
Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!
If players get hacked and lose a month’s work )or more as the game ages) only to be told “tough luck” what percentage of those players will be willing to start all over?
120921-002963
First, please remember, the ARS (Account Restoration Service) is coming quite soon. I do not think there will be situations such as you describe.
Secondly, your ticket should be answered soon. If you have not heard by later tomorrow, kindly post again.
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!
Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distributionGreat, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!
Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!
I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?
Ticket Number: 120825-035702 STILL AWAITING RESOLUTION
Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!
Thank you! I finally received an email to notify me that the items were being re-distributed to my account! Logged in and found the in-game mail with the 3 items waiting for me. Collected the items and immediately placed all 3 items in my bank for safe keeping!
A tiny bit of faith in ArenaNet has been restored!
Thanks for letting me know. I’m so glad that we were able to help you, and apologize sincerely for the delays. See ya in the game!
Update: Tuesday, September 25
120925-003235 Resolved
120919-001486 Resolved
120920-001017 Resolved
120920-001237 Resolved
120918-004454 Resolved
120917-004917 Resolved
120901-001721 Resolved
120918-005364 Resolved
120908-006583 Resolved
120921-002963 Escalated for review by senior
120827-008951 Escalated for review by senior
120904-001280 Escalated for review by senior
120825-009624 In queue; no estimated resolution date yet.
If players get hacked and lose a month’s work )or more as the game ages) only to be told “tough luck” what percentage of those players will be willing to start all over?
120921-002963
First, please remember, the ARS (Account Restoration Service) is coming quite soon. I do not think there will be situations such as you describe.
Secondly, your ticket should be answered soon. If you have not heard by later tomorrow, kindly post again.
Thank you for the update on my ticket.
It being called a service is even more troubling. Does this mean if the TP lags out and crashes again and people lose items or gold again players are going to have to pay a micro-transaction to have things restored?
Please do not worry about the name. That was what we called it in GW and that’s what I’ve been calling it in GW2. It is a service, but it’s part of our customer support and there is no charge for restoring a compromised account. (Sorry for any confusion!)
After a recent transaction of turning Gems > Gold (and loosing both in the process) I submitted a ticket to seek a resolution. 8 Days later I receive a response. It was fairly obvious that this was a generic canned response, blatant that they had not even bothered to read my initial ticket.
I’m more than disappointed with this response. This is the second time this has happened to me now. Presumably I’m going to have to wait another 8 days before someone actually bothers to read my initial ticket.
Not happy.
If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.
There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.
Update: Wednesday, September 26
The team was working on a specific project today, so the list is smaller than usual. We’ll have more updates soon.
120912-007045 Question answered by CS Agent
120920-001271 Question answered by CS Agent
120902-015078 Resolved
I’ve been about as patient as possible with support so far.
I opened my ticket [Incident: 120828-006042] on the 28th of August with the title “Cannot use GW2 CE key” as I was receiving an error message stating I had already applied the key to my account.
I never received my CE items or the Mistfire Wolf skill but I am still able to play the game so I know that some sort of serial code must have been applied.
I updated the ticket after reading about others having trouble with their items/skill and asked for the items to be sent.
The only responses from Arenanet were copy pasted ones which did not help with the problem I was and still am experiencing.
The ticket was then closed by support despite not having been resolved on the 11th of September.
I re-opened the ticket and asked again for my items to be sent and the skill to be activated.
On the 20th of September the ticket had somehow made its way to NCsoft support, this where I received my first human response from what I can only imagine must have been an extremely puzzled man who then put me back into the GW2 support system. This same person also helpfully changed my ticket to title to the slightly inaccurate “Deleted CE/DD items”.
I updated the ticket thanking him for changing the title and waited patiently for a response.
Which brings us to today, where I logged into support intending to update the ticket as I had not been sent the items only to find that someone else from support had changed my ticket’s title to “Serial Code Issue – NOT A CE/DDE Item Deletion Issue”. They did not even bother to send me a message about the change, and I believe this may have been why I was not on the list for being sent the items on Friday.
What I would like is for an actual person to read over the ticket and give me some sort of human response. The ticket has been open for almost a month now and as far as I can tell only one person has actually bothered to read it and they were not in a position to help me.
This actual person has read through the ticket, twice. It’s a really perplexing issue, as you can see from my response in your ticket.
We should have this addressed tomorrow!
Hi, at 06 sep. I opened ticket number 120906-007127 and after three weaks ticket was closed without any answer or resolve =(
Hi. The team sent you an email and asked you to update, but they never heard back from you. I’ve added you to the list.
sorry for repost, this got fixed..but my gear is all lost..no money for traits or repair, can i have it all back please?
We do not have the capacity to roll-back your account or provide you with items. We will have a restoration service in place soon.
If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.
There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.
I’m not here to rant, I don’t rant. I was merely sharing my experiences. That being said, here is my Ticket # : 120922-003023
This was actually posted in the “Gem Store Questions/Issues [merged]” Thread, Clearly that was not the right place.
-Klem
Thanks for the info. And posting in both threads is very helpful, but you had the right place when you posted in the Gem Store thread. This is sort of an “extra” for me to put things under review, but the other is viewed by the gem store team, as well.
Update: 27 September 2012
120825-002870 Resolved
120915-001298 Resolved
120915-004544 Resolved
120916-002529 Resolved
120922-003259 Resolved
120924-000091 Resolved
120826-002212 In queue, awaiting resolution
120826-008185 In queue, awaiting resolution
120828-018645 In queue, awaiting resolution
120919-000303 In queue, awaiting resolution
120926-005208 Thanks for providing that info to the TS Team; they’ll review and get back to you
120912-006875 Under review by team lead
120906-007127 We’ve reviewed this; could you mail box be full? Please clear it and the item mail should appear; update your ticket if that does not happen.
120926-004847 Please verify your email address and you should be fine
Hey guys,
We’re really moving forward on the queues, so this thread is now for tickets that have not been answered for 4 days or more. Naturally, if you’re working with an agent and making progress, there’s no need to post here. This is simply for those posts that may have “fallen through the cracks” or which may need a secondary review.
Update: Friday, 28 September 2012
120914-002059 Resolved
120906-007127 Resolved
120927-003933 Resolved
120922-003023 Resolved
120924-002074 Resolved on 9/24; no update from player so we assume he’s just fine
120928-001275 Agent responded
120918-003049 Agent responded today; please provide info and he will help you
120831-012782 Tome of Influence issue; still under review
120914-000042 Tome of Influence issue; still under review
120916-003964 Guild issue; under review
120922-000473 In queue, awaiting resolution
My GW1 account still isn’t linked to my GW2 account.
$150 for collectors
$140 for gem purchases….Can someone, AN, direct me to the refund department if you guys don’t want to fix this?
Oh I’m so sorry. Can I get a ticket number so I can look into this?
FYI, the system automatically closes tickets after a certain period. This is a double-edges sword: It does remove from the queue issues that would sit there taking up space (and attention) from those who need it. But it also closes tickets that should not be closed, and that’s not good for you or for us.
Anyway, I’ll be happy to take a look at this if you give me your ticket number.
Update: Monday — October 1
120928-001275 Resolved
120921-004194 Resolved
121001-000910 Resolved
120927-003933 Resolved; as explained, we cannot replace your items
120924-002074 Answer sent on 9/24; please have your friend update the ticket if he still needs help
120929-000850 This is in process; I believe you will hear tomorrow
120831-012782 Tome of Influence issue; a resolution has not yet been developed
120825-009624 Tome of Influence issue; a resolution has not yet been developed
120913-003704 Tome of Influence issue; a resolution has not yet been developed
120914-005746 Tome of Influence issue; a resolution has not yet been developed
All other posts since Friday have been added to the review list, if they were not listed above.
Update: Tuesday, October 2
120924-000144 Resolved
120929-000850 Resolved
120901-014256 Resolved
120929-000850 Resolved
120910-002395 Agent responded 9/10; please update if you still need help
120901-001721 Received response today
120924-005472 Received response today
120910-002395 No activity since 9/10
120922-000473 Log-in issue
120920-001075 In queue; we are working on this issue
120921-000605 In queue; we are working on this issue
120921-000948 In queue; we are working on this issue
120919-000950 Tome of Influence issue; a resolution has not yet been developed
120916-001630 Tome of Influence issue; a resolution has not yet been developed
my main ticket concern is this one about my account being hacked that i submitted.
120924-005253and the other the very first simple question about the log-in attempts was never actually answered.
120913-000495
I show the first as answered on 9/26 and access to your account was restored. There’s no update from you since that date, but if you need further assistance please update your ticket.
The second question provided solid information.about how account credentials were harvested on the Internet at large — not through the game system — and it appears to me it was answered in an adequate manner. If you would like more information about account security, please see Mike O’Brien’s article on account security.
Update: Wednesday/Thursday, 3/4 October
120901-001721 Resolved
120922-000473 Resolved
120910-002395 Resolved — We implemented a change just last night that should have corrected this
121003-002477; 120901-024270; 120915-006475 Resolved
120930-002298 Responded today
120926-000240 Responded today; are things ok now?
120916-003964 Ticket is open; will be updated when there is more information
120910-002395 Resolved — We implemented a change just last night that should have corrected this
It is now resolved! Thank you so very much for all of your assistance!
You are very welcome. And thanks so much for updating — it helps to see these notes!
Update: Friday through Sunday, 4 – 7 October
120922-003995 Resolved with distribution on 3 October
120922-003995 Resolved with distribution on 3 October
120910-002395 Resolved with distribution on 3 October
120926-005208 Resolved
120916-005788 Resolved
120919-000303 Tome of Influence issue; a resolution is under development
120915-001298 Tome of Influence issue; a resolution is under development
120911-004939 Tome of Influence issue; a resolution is under development
120827-006798 Tome of Influence issue; a resolution is under development
121005-003235; duplicate of 120830-006445 Under review by senior agent
120928-003604 Under review by senior agent
120930-003046 Closed. We simply cannot allow the use of an account name that is invalid for Guild Wars 2 account.
120911-003717 Sent an email as a test; please respond if you receive it or post if you do not. In the meantime, we’re investigating your initial issue, as well.
Thank you very much GaileGray
120916-005788 Resolved
Thank you GaileGray, I appreciate the quick update.
EDIT: 120928-003604 Issue resolved now, thank you.
Sure appreciate these updates. Thanks a bunch!
Update: Monday through Wednesday, 7 – 10 October
121005-002493 Resolved
121005-002735 Resolved
121005-002735 Resolved
121003-000630 I answered in your ticket
120918-005923 I answered in your ticket
121006-001277; 121006-001219 Under review by a senior agent
Placed my ticket on the 9th of October as I tried to log in only to find the account I had just bought and paid for a few days prior had been permanently banned! Still have yet to receive an explaination as to what happend and why this action was taken. If the account was hacked, I’m rateful they took steps to stop it, but i’d very much like to know what’s going on and how to resolve this issue ASAP.
Here’s my info below concerning the ticket.
Appeal of Account termination 121010-000361 Updated 10/09/2012
Appeal of Account Termination – Reference #121010-000361 [Incident: 121010-002387]?
I’m sorry, but your ticket is less than 48 hours old, it appears you have created multiple tickets, and you posted hourly on the forums.
Account issues take time to fully research and resolve. Because you’ve been cited for a breach of the UA and RoC, an agent needs to look into this very carefully. Please be patient.
121003-000630
if you actually read the ticket i said im still having problems and they still closed the support its like speaking to an outsourced call centre in india
basically my 100% is bugged ive been to each area and im still missing 3 hearts and 3 poi’s
I responded to your post about this in the Bugs Forum. I have a suggestion for you that I’d like you to try. It has resolved the problem for other players and I believe it may help you, too. Please do NOT continue to post about this; one post is sufficient. Please respond in that thread in Bugs; I am still actively reviewing this issue for you.
Update: Friday, 12 October through Tuesday, 16 October
121014-003050 Resolved
120922-003995 Resolved
121011-003044 Resolved
121012-001916 Resolved
121003-002116; 121015-000885 Please update ticket to provide information requested by agent
121005-003376 Please update ticket to provide information requested by agent
121009-001325 Please update ticket to provide information requested by agent
121010-001648; 121011-002003 Please update ticket to provide information requested by agent
121006-001277 Awaiting review by senior agent
121009-002996 Awaiting review by senior agent
121010-000541; 121011-000035 Awaiting review by senior agent
121012-000109 Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121011-000086 Awaiting review by senior agent
121012-001701; 121011-000086 Awaiting review by senior agent
121014-001845 Awaiting review by senior agent; this ticket is just two days old
121007-002799 Account ownership dispute; awaiting review by senior agent
121008-003238 Account ownership dispute; awaiting review by senior agent
121011-000035 Discussing with agent today; I anticipate resolution soon
121004-003039 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121011-003389 Termination upheld after two reviews
121011-000236 Termination upheld after two reviews
121011-000390 Termination upheld after two reviews
121010-000361 Termination upheld after two reviews
Update: Tuesday, 16 October through Thursday, 18 October
121014-000662 Resolved
121017-000204 Resolved
121004-002047 Account ownership dispute; awaiting review by senior agent
Update: Friday, 19 October
120921-001242 Resolved
121012-000109 Resolved
121014-001845 Resolved
121009-002996 Agent suggested a remedy for this purchase issue
121003-002116; 121015-000885 Please update ticket to provide requested information
121015-000466 Awaiting review by Technical Support
121012-001753 Awaiting review by senior agent
121016-002257 Awaiting review by agent
121004-002047 You are not the owner of this account; it has been returned to the person who purchased it.
121012-001701; 121011-000086 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121006-001277 Termination upheld after two reviews
We’ll have updates on several of these issues tomorrow. And of course if you have an update to share — a resolved issue or more info to share — please feel free to post here.
Thanks for your patience!
Update: Saturday through Tuesday, 19 October through 23 October
121018-000088 Resolved
121011-002278 Received response today
121020-000483 Received response today
121019-000222 Received response yesterday
121017-000321 Final response sent 10/21
121018-002311 Need more information; please update ticket
121020-002032 Need more information; please update ticket
121019-000660 In queue, awaiting review
121019-000881 In queue, awaiting review
121018-000245 In queue, awaiting review
121018-001573 In queue, awaiting review
121018-002905 In queue, awaiting review
121019-001670 In queue, awaiting review
121020-000341 In queue, awaiting review
121020-000350 In queue, awaiting review
121020-000578 In queue, awaiting review
121022-002092 In queue, awaiting review
121018-002082 In queue, awaiting review
Please note that most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.
Please also note that people working for RMT companies — and in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.
Hello,
In our home, there are five very loyal NCsoft customers. Four switched to Guild Wars 2 and 1 still glued to Aion. We’ve been supporting NCsoft since 2009. We are clean, honest players who do not bot nor dabble in RMT, we do buy NCoins and Gems as support to NCsoft. However, I am disappointed at how NCsoft has rewarded our loyalty and support.
Our family has bought four Guild Wars 2 accounts/games. One was bought physically, three others were bought online because the local retail outlets ran out of stock. My husband and kids could not wait any longer and we had to buy the accounts/games at the bloated price of $75 instead of $58. But supply and demand…Out of the three accounts bought online, two are active. However on Oct. 14, my daughter’s account(third account that was bought online) has been suspended. No courtesy was paid by sending an email explaining what exactly she was accused of.
—-
Oct. 14, support ticket sent
- complied by providing the serial number, account name(email) and display name.
Oct. 15, escalated to Payment Review by Gabriella, NCsoft account support
- we still don’t know what is wrong with the account, still no explanation to the suspension
Oct.19, here’s what support said
…This Guild Wars 2 game account was closed as a result of a chargeback that was processed by the issuer of the credit or debit card that was used in (a) transaction(s) for this account…
Matt S.
NCsoft Payment Review
Oct. 19, sent screenshots of payments made, Paypal and allcdkey.com, also sent a screenshot of allcdkey.com’s email with the serial number for this particular account.That was the last we’ve heard from NCsoft support.
—-We did not ask for a refund/chargeback. My Paypal account still shows that the transaction(s) was completed and there was no reversal, this also was shown on the transaction records of allcdkey.com. $75 did not get credited back to my Paypal account.
My daughter could just sadly watch us – her mom, dad and brother – playing in WvW, dungeons etc. She who did not do anything wrong could not even log in the game. Meanwhile, I can still see groups of ranger bots roaming around and RMT yellers spamming the chat. That’s a huge stinging slap to our faces.
Sure, I could just buy another game. Maybe that’s what this is all about since there are no subscription fees, just terminate random accounts and people who are hooked will buy the game again. But how can I be sure the same thing won’t happen with the new account?
I am hoping that this isn’t the case though. I am hoping for a resolution.
My daughter, she is praying to have her account back.
And the four of us, we are eager to play together in-game once again.Incident: 121014-000400
At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.
In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.
I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.
Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!
Update — Wednesday, 24 October
121021-001311 Resolved
121020-000624 Resolved
121016-002743 Resolved
121016-002743 Resolved
121020-002032 Received response today
121018-002905 In queue, awaiting review
121019-002985 In queue, awaiting review
121018-000245 In queue, awaiting review
121019-002197 In queue, awaiting review
Notes:
I Have my account ban for engaging in or assisting with gold or items sales for Real Life Money which i never……. Kindly help…. i didnt break the law and order. I think you guys got the wrong guy……..
ticket no: 121025-000768
I am sure you will be helped, and because this ticket is from today, I will ask that you wait and post only if you still need help after three days. That allows us to focus on those who have been waiting a few days instead of a few hours.
Couple of days and still not solved.
My account banned for gold or items selling and buying. I’m not breaking the rules. I don’t wanna waste my money for nothing. My account is wrongfully banned. 121023-002911
I don’t mean to stand on formality, but please wait for three days.
Incident: 121024-001501
I don’t play in GW2 about three days. After that, I log in game and have a error account. Error code : 45:6:3:2114.
[redacted user name for privacy]
Can anyone help me?Communication is very bad with players. How you can write “someone will contact with you as soon as possible”. It’s possible value minimum 2 days… and i still don’t have answer… I waste my money for nothing? I hope you can help me, supports.
I removed your username to protect your privacy. Please wait for three days before posting here.
At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.
In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.
I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.
Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!
Thank you Gaile Gray for that very swift, helpful and compassionate reply. When I mentioned what you said to my husband and kids at lunch today, you can literally see the bewilderment lift from their faces as they chorused their ’ohhh’s.
Leia.5380, I had the same situation, same account suspension, same message, even from the same handler (Matt S.). Gaile is right, you need to contact your re-seller asap, get your money back and (if you want) buy a new key from a authorized retailer.
I did so, I have a new key that I have linked with my account, now I’m still waiting for support to open my account so I could get back to playing. 8 days and counting since the suspension started… Ticket 121016-002257.
Thank you for your comments. It is comforting to hear about someone who was/is in the same situation and on their way to recovering their account.
With this in mind, I’d like to share my experience to players whose accounts have been suspended for unauthorized (by you) charge-backs/refunds.
The following is a summary of my/our GW2 account suspension saga:
—-
From Oct 14-Oct23
GW2: Suspended
Us: Why? Help please…
GW2 support: Escalating ticket
Us: Why? Help please…
GW2 support: Charge-back
Us: What??? No we didn’t!
GW2 support: ~-.. crickets ..-~Oct24
Us: Why? We’re innocent. Rant, rant, rant…
Six hours later
Gaile Gray: You didn’t but your retailer may have. Here’s what you can do about it. And here’s what we can do about it.
Us: Ohhhh… ~-.. goes on to contact the retailer ..-~Much, much better communication wouldn’t you say?
That’s a clinic on how to do customer support.
—-I have begun communicating about the situation with allcdkey.com
And it has been progressing encouragingly.It may not be your fault, nor GW2’s. The retailer may even not mean to scam you.
I found out that my retailer has a supplier who is not GW2 directly and therein lies the problem. My retailer is working towards resolving this situation.I’m positive that my issue will be resolved very soon.
I truly feel ‘supported’ as a customer – first by Gaile Gray and then later on by my retailer.
I am grateful.
Awesome info! I am so glad that your retailer is going to take care of you. I lose sleep at night worrying about folks who buy from the less-honest sellers and never get their money back. But I’m super happy that once someone gets a new code, s/he can get back into the game on the existing account!
I would love for us to be able to give a more informative message. I need to read exactly what it says — but if we’re saying only an accusatory, “You’re a fraudster,” then I feel we should change to say that the key is not valid because (1) you may have been sold a bad/invalid/fraudulently-acquire code or… well… (2) you may have done a bad thing. (I mean, sadly, it does happen.)
Anyway, thanks for your kind words and for your understanding. I hope all of your family enjoys the Halloween event. It is truly splendid!
Update — Thursday, 25 October
121018-000664 Resolved
121019-000100, 121020-000001 Resolved
121019-001684 We are awaiting more information; please update your ticket
121020-002032 In Appeals Queue, awaiting review
121020-000494 In Appeals Queue, awaiting review
121022-002501 In Appeals Queue, awaiting review
121022-000841, 121022-000907 In Appeals Queue, awaiting review
121020-001238 In Compromised Account queue
121021-001711 In Compromised Account queue
121020-002032 In Compromised Account queue
121018-000460 Under review by Payments Team
Leadeater.3298:
I submitted a ticket on 10/20 after finding my account was terminated for supposedly assisting in gold sales for real money. Any update on the status of this would be appreciated. 121020-001238
I got the same issue as you. T_TSame issue.
Edit: Sorry, forgot reference 121024-003346
Please note that this thread is for issues that have not been resolved in 3 days or more. This ticket is less than 24 hours old. I do understand that you are eager for a resolution, but I ask that you please allow the team sufficient time to research the issue and get back to you. Thanks for understanding.
Thanx for the heads up.
What exactly means “In Appeals Queue, awaiting review”?
In most cases, the appeal queue is where tickets are routed when the serial code is invalid or when the account was involved in disallowed activities. There are a few reasons this may happen:
Being in the Appeals Queue doesn’t necessarily mean we’re pointing the finger at someone saying, “You did a bad thing!” What it means is that “This issue needs more research.” When that is the case, specially-trained agents review the incident and make a decision about the next step.
Is the support team working during weekends?
Yes, the team works 24/7/365. (Some coverage may be a bit light on holidays, but weekends have a significant staff on board.)
I appreciate the update on 121019-001684, Gaile. Here’s our dilemma: he submitted this ticket through the “ask a question” page without being signed in to a support account, since it was giving him an error when he tried creating one using the e-mail originally associated with his gw2 account. Unless we’re missing something, we can’t find a way to update the ticket now. Should we attempt to create a new ticket while signed into a new support account (using a new e-mail address completely unassociated with his guild wars account) or is there a better way to approach this?
I see that the team asked you for some account verification information on the 19th. If you cannot update the ticket simply by responding to the email that should have been auto-generated, then yes, created a new ticket but be sure to include the first ticket in your message to Support, so they can gather all the info together.
Update — Friday, 26 October
121017-000323 Resolved
121025-002276 Resolved
120825-026231 and 121025-000056 Resolved
121018-000245 Resolved
121020-000341 Resolved
121018-000245 Resolved
121018-001573 In queue for review
121020-000350 In queue for review
121024-000346 In Appeals Queue, awaiting review
121023-000349 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001252 In Appeals Queue, awaiting review
121019-000660 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-000881 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-001670 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002985 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002197 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121020-000578 Final response sent 10/25
121022-002092 Final response sent 10/25
Update – Saturday through Monday, 26 – 29 October – Part 1
121018-001631 Final response given 10/22
121025-000099 Under review by senior agent
121014-000662 Under review by senior agent
121020-000483 Under review by senior agent
121020-000350 Under review by senior agent
121023-002296 Under review by senior agent
121023-000291 Under review by senior agent
121022-002435 Under review by senior agent
121022-002419, 121025-001807 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121014-000579, 121023-000745 Under review by senior agent
What does in the queue even mean, there’s no average time for resolving the issues given and there a different types of issues that have come up. I don’t see why they can’t simply revert the bans and then actually compile evidence/information with which to conduct proper bans on the right people.
The update “In queue” is intended to let a player know that the account is still being reviewed. No timeframe is given because each situation is different and the time needed to complete a review varies.
Reverting bans and then developing evidence is not a prudent way to do business. Remember, the evidence already exists, that’s why the account is suspended. The review is intended to give players the benefit of a second look, another check, a gathering of further evidence — if any exists — to help them get back into their account.
Thank you so much for getting my account back up and running. I was stoked to see that while I did lose everything in my material storage the hacker did not get my gems! Thank you guildies who let me know that they saw my toon hawking gold, if it were not for their quick action I am sure my gems would be gone too!
So glad it worked out. Thanks for letting us know — it helps to see these posts, because then we know you know you’re good to go.
Updated – Saturday through Monday, 27 – 29 October – Part 2
121022-000841, 121022-000907 Resolved
120918-005162 Resolved
121025-000789 Issue is currently being addressed; awaiting approvel to complete transaction
121021-001711 In Appeals Queue, awaiting review
121027-000347 In Appeals Queue, awaiting review
121025-003179 In Appeals Queue, awaiting review
121024-000499 In Appeals Queue, awaiting review
121018-001631, 121029-000008 In Appeals Queue, awaiting review
121026-000297 In Appeals Queue, awaiting review
121025-002129 In Appeals Queue, awaiting review
121024-003346 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121025-001252 Final response sent 10/29
121020-000799 Awaiting review
121022-002209 Awaiting review
121022-002233 Awaiting review
121020-000350 Awaiting review
121024-001501 Awaiting review
121028-000419 As suggested, we’d appreciate a bug report on this.
120902-015947, 120925-005183 Added to distribution list; should be resolved tomorrow.
121022-002240 Account closed for payment fraud; will not be reinstated.
121026-002028 Account closed for payment fraud; will not be reinstated.
121027-000349 Account closed for payment fraud; will not be reinstated.
For more information, see the Update Thread in this forum.
Still waiting on my ticket to get answered, been two weeks now and nothing. Getting fed up with Arenanet taking so long to respond.
121016-000454
Is this issue related to Guild Wars or Guild Wars 2? I think your ticket may have been mis-routed.
Ok, 4 days now from my ticket: 121025-003179
I can’t understand why Anet don’t put top priority in this issue if is obvious a mistake.
So many people banned for the 1 copper spam mail.
Please keep in mind that we are all merely theorizing that this is the issue. We have no solid evidence to support it. Don’t get too carried away now.
No one is being suspended or terminated for a 1 copper mail. If you received such an in-game mail and were suspended or terminated, that is coincidental. We wouldn’t take action on an account based on that single piece of evidence, and in fact it’s really not evidence of wrongdoing, as a player cannot control what mails come into his/her mailbox.
Hey there! Might I ask why the english forum allows re-asking for tickests after 3 days and in the german one id have to wait 5 days or longer?
May I ask the english support to get a quicker response? Dont want to cause double workload though …
D.
This one has been 5 days, the 4, then 3. I would hazard a guess that it must all correspond to the approximated wait time of tickets being answered. If the wait is 5 days, there are more tickets, and when there are less tickets the wait time goes down.
Fair question, and I apologize for that issue. All players are encouraged to post after three days (previously four, and originally five days.)
I will see if I can venture into those forums and lower that 5 to a 3. Thanks for pointing this out.
Hi,
I dont have a ticket, since german support refuses(!) to do anything for me anymore.
This is not about beeing unpatient.
If you have contacted Support, you have a support ticket. I don’t know how you can interact with them without a ticket. So please review your emails or your support account on the support.guildwars2.com site and provide that 12-digit number here so I can help you.
ticket :121026-002028
Account closed for payment fraud; will not be reinstated.
You should be wrong. What fraud, i’m just play in game and get 40 lvl don’t purchase any illegal deals and etc. Can you explain in detail what’s going on. Any history of my illegal operation’s please… i think you understand my feeling that i’m lost my account not on the my fault.
Thank’s for explanation.
You or someone else associated with your credit card filed a charge-back on the credit card used to pay for the game. That means we did not get paid for the game. When that is done, the account is permanently closed.
[Incident: 121025-001479]
5 Days and still no support.
My ticket isn’t even mentioned in the thread updates with how it’s being handled. What’s going on?
You have had a significant number of responses from the team. And while I understand you are not happy with the answer that they have given, the answer is, in fact, 100% accurate: We do not have the capacity to restore items or characters, nor to “roll back” an account to its pre-compromise state.
We will have this system in the future. From that date, those who are hacked and who qualify for the service will be eligible for the (free) Account Restoration Service. However, with regret, we cannot offer that service now.
Update – Tuesday, October 30
121027-001356 Resolved
121016-000454 Need more information; please update this ticket. (And we apologize for the delay.)
121026-002028 Sent response today
121026-002979 Sent response today
121030-000854 Sent response today
121019-002985 Sent response today; awaiting review from senior agent
121027-000349 Under review; please continue to discuss with Support
121026-002883 Under review by senior agent
121022-000250 In Appeal Queue; awaiting review
121024-000522 In Appeal Queue; awaiting review
121027-001886 In Appeal Queue; awaiting review
121028-000530 In Appeal Queue; awaiting review
121028-002193 In Appeal Queue; awaiting review
121027-000014 In Appeal Queue; awaiting review
121026-000811 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-001384 Account closed for payment fraud; will not be reinstated.
121027-001488 Account closed for payment fraud; will not be reinstated.
121027-002074 Account closed for payment fraud; will not be reinstated.
Thanks for the response Gaile. Will they reply on my ticket or will i receive a mail?
They will respond in the ticket, a copy of which will come to you via email.
Woot Woot !!
My account has been restored
Big thanks to ArenaNet, Gaile Gray,Mexay,Tolunart, Getzzzonked and Zaken.
For the peeps that have the game unlocked.. hope to see ya all in game.
And tha ones who are still waiting, have a little faith… it will all work out.So Ticket Numer: 121027-001886 can be closed
So glad to hear — thank you so much for your patience!
I posted that in another threat but will repost here because it concerns quiete some people already. Please read carfully and please let somebody know who can change the current banning of “innocent” players.
—There are “many” people having a problem with accouns they unknowingly and without intention purchased at a Reseller that commited credit-card fraud.
Most of us did researches before the purchase so they thought the seller can be trusted.We did not and didnt mean to commit a fraud. We wanted to save a little money and when I purchased (for example) the website itself didnt sell copies. I dont remember why. But thats why i (we) purchased elsewhere.
We are willing to help to solve the problem.
We are willing to pay again.
We know we didnt do the most intelligent thing.We just want to continue our game where we left it. Our Story.
If you close our accouts permanently we would have to start over. Many will be not willing to do so. Not because we dont love the game. But because it breaks the immersion. Because it breaks our storyline.
I didnt mean to harm the company in any way. I didnt mean to cause trouble or work.
I want to play my story. In your beautiful game. Even if I did something not so intelligent. Please let me.
Thanks
D. (a player.)
You make a very good point, and I do understand your position. But what do we do about RMTs, who simply apply another fraudulent code and strip off all their ill-gotten goods in the time between the code’s application and the discovery that it is invalid? We really cannot allow that to happen. Also, what about people who get a second fraudulent code — often without them knowing it’s bad — and then have their accounts closed again?
It would be good if we could know the code was good before it was applied, before someone got access. But it can take a bit of time to find out that information, and so giving the option to “add a new code and get right back onto the account” seems to be a risky proposition.
Can you think of alternatives that address player, community, and company needs, with this information in mind?
Please resolve my incident. I’m waiting for 3 days.
I really want to play this game on weekend. =(
121101-001773
121030-000608
Incident# 121031-000399 Still banned for Botting/Macros still didnt use any of those…still waiting to get my account back that I have barely been able to play[/quote]
These tickets are only 1 day old. Please post again if your issue has not been resolved in 3 days.
Update – Wednesday and Thursday, October 31 and November 1
121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.
I don’t want to wait three days before this post
Then why all the questions need to be resolved in three days
If I don’t hurry not to me to solve the problem
121102-000941
121102-001879
Please respect the guidelines in this forum and in our support system:
You will be helped in the proper time.
thank you anet for helping me get my account back
ticket 121025-000947 can now be closed
Awesome. Thanks for letting us know!
Update — Friday through Monday, 2 – 5 November
121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-002360, 121102-002944 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-003172; 121102-002765 Resolved (Note: This was delayed because you filed multiple tickets.)
121101-000260, 121031-002997 Resolved. (Note: This was delayed because you filed multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Note: This was delayed because you filed multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758 Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121031-000134 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.
NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.
Update — Friday through Monday, 2 – 5 November
121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-002360, 121102-002944 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-003172; 121102-002765 Resolved (Note: This was delayed because you filed multiple tickets.)
121101-000260, 121031-002997 Resolved. (Note: This was delayed because you filed multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Note: This was delayed because you filed multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758 Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.
Update — Friday through Monday, 2 – 5 November
121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Delayed due to multiple tickets.)
121031-002360, 121102-002944 Resolved (Delayed due to multiple tickets.)
121031-003172; 121102-002765 Resolved (Delayed due to multiple tickets.)
121101-000260, 121031-002997 Resolved. (Delayed due to multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Delayed due to multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758 Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121031-000134 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.
“121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.”
Hey Gaile you can send me an email confirming it? The seller need it for make the exchange.
You can pull this information from your ticket, or update your ticket and ask for a final response to send your seller.
Update – Tuesday, November 6
121105-002670 Resolved, but you’ll serve a suspension for offensive whispers and an unacceptable name.
121102-000774 Resolved
121027-000291 Under review
121031-002268 Under review
121008-003238 Account ownership in dispute. Please continue to discuss with Support.
121102-000090 Account closed for payment fraud; awaiting review
121031-001634 Account closed for payment fraud; awaiting review
121031-000469 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121101-000702 Account closed for payment fraud; awaiting review
121031-000978 Account closed for payment fraud; awaiting review
121030-000854 Account closed for payment fraud; awaiting review
121030-000608 Account closed for payment fraud; awaiting review
121026-002578 Account closed for payment fraud; awaiting review
121030-001699 Account closed for payment fraud; awaiting review
121102-001823 Account closed for payment fraud; awaiting review
121031-001585, 121106-000828 Account closed for payment fraud; awaiting review
121031-002679, 121103-002333 Account closed for payment fraud; awaiting review
121028-001786 Account closed for payment fraud; awaiting review
121101-001296 Account closed for gold selling/RMT; will not be reinstated.
121030-001444 Under review
121029-002397 Under active discussion today
DONT! do multiple ticket! Jesus … it slows down process for everybody here!
Correct. Thank you!!!
121102-000090 Account closed for payment fraud; awaiting review
The seller is refusing to work with me on this because of the “awaiting review” in the status update. This was posted a couple of days ago here, but has not updated my support account. Is this the preferred support channel to keep trying to escalate this? Can I get an update on the “awaiting review” or get the account cleared?
If I am reading this in correctly the seller giving you a refund for a fraudulent purchase is completely unrelated to your status on the ticket. If they sold you a bad code they should give you a refund. There is nothing we can do to force this, because they have no relationship with ArenaNet or NCsoft.
Please continue to work with your unauthorized seller to get the refund, and you can discuss the possibility of adding a new code to the account as opposed to starting a new account. Each of these situations is handled on a case-by-case basis.
My account got banned for gold sale..
How? When I haven’t even been chatting with people?
I think that you have it wrong.. I did not sell anything. So could you please help me get my account back? or atleast tell me what to do. I have been waiting for to long now.Thanks
If you have been waiting at least 3 full days, post your incident/ticket number here.
Hi. Guild Wars 2 team.
I have been disappointed. because my account has been blocked.
when i logged in, the message “Your Guild Wars 2 account has been terminated for engaging in or assisting with gold or item sales for real world money, which is a breach of the user agreement and rules of conduct. This action is permanent” is appeared.
but i DO NOT deal with the real-world money!! i just bought the gem through Black lion gate in the game. What happened to my account…
What should i do….?
ticket
121108-000225
121108-000192
121107-001485
As this thread titles states, this is for tickets that are at least three days old. Also, by submitting three tickets you have substantially slowed the response process. Please wait for assistance on your first ticket.
I’m on Australian time and it’s coming up on 3 days so I’m posting this before I go to bed.
Haven’t heard anything apart from ‘give us your code’.
Really at least just want the reason why so I can get a refund from the retailer if it’s not something trivial, my time is running out on the possibility of a refund.121108-000060
It hasn’t been 72 hours exactly, but by the time it is, I’d imagine the office would be closed for the weekend, so I’m jumping the gun a little.
121108-000346 is the ticket number. I was transferred to Payment Review team on Wednesday, but haven’t heard anything since. All information is in the ticket, but I am happy to provide more if it helps.
Ticket Number
121108-000720
121108-002163
I have been waiting for 1 day and some hours though, but I need help soon since it’s holiday and I got some free time to play..
Ok, this is getting out of hand. These tickets, and several others in the thread, are only a day or two old. They will not be reviewed at this time. Please give the team time to resolve these and post only if the wait exceeds three full days. If you posted prematurely, you’ll need to post again after my update. Thank you for understanding.
I bought the game this week, i played only a few hours these days because during the week I dont have much time.
But now the weekend comes, i was so excited to really start to play and surprise surprise. I received the message “Your Guild Wars 2 account has been suspended for an account issue”.
So desappointed =(
I opened the ticket 121109-002219. But as I see here in forum, I will probably not be able to play this weekend write?
The message is not clear about the reason I´m suspended. It´s very frustating.
What is the common reason? Anyone knows? I bought the game from the site and played just fine for a couple of hours during this week.
Thank you for any clarification.
I guess my message doesnt belong here, if it is right, where should i place it?
You should not post in the forums at all at this time. You submitted a ticket: Great! Post in this thread if you still need help after three full days.
Update – Wednesday through Friday, 7 – 9 November (Part 1)
121106-002448 Resolved
121101-000034 Resolved
121027-000447 Resolved
121028-001758 Sent email to request senior agent review
121029-002397 Apologies for previous message. This account was closed for payment fraud and is awaiting review
More to come!
Update – Wednesday through Friday, November 7 – 9
121103-000701 Resolved
121105-002200 Resolved
121105-002453 Resolved
121106-000204 Resolved
121106-000468 Resolved
121106-000684 Resolved
121107-000446 Resolved
121107-000540 Resolved
121107-000557, 121107-000196, 121107-000196 Resolved
121107-002316 Resolved
121108-000638 Resolved
121101-001775 Account ownership dispute, investigation is underway
121027-000291 Final response sent 10/26; account will not be reinstated
121102-000090 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121023-002139 Sent response Friday, awaiting your reply now
121028-001786 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121101-000206 Ticket in fraud queue; awaiting review
121101-000769 Ticket in fraud queue; awaiting review
121101-000953 Ticket in fraud queue; awaiting review
121102-001075 Ticket in fraud queue; awaiting review
121103-000852 Ticket in fraud queue; awaiting review
121105-001530 Ticket in fraud queue; awaiting review
121026-003093 Ticket in fraud queue; awaiting review
121030-000689 Ticket in fraud queue; sent response Thursday
121030-001699 Ticket in fraud queue; sent response Thursday
121105-002749 Under additional review
121108-000995 Under additional review
121108-001533 Under additional review
121025-001273, 121101-002527 Under additional review
121025-002761 Under additional review
121026-003005 Under additional review
121027-000014 Updated Friday
121027-000447 Updated Friday; under further review
121027-000536 Updated Wednesday; awaiting further review
Notes:
Update — Wednesday through Friday, 7-9 November: Part 2
121101-000034 Resolved
121105-002200 Resolved
121106-002448 Resolved
121106-002475 Resolved
121107-000446 Resolved
121107-000890 Resolved
121107-003046 Resolved
121105-001443 Responded Thursday
121106-002663 Received your response Thursday; issue is awaiting further review
121107-000540 Received your response Thursday; issue is awaiting further review
121105-000621 Received your response Friday; issue is awaiting further review
121107-002036 In appeals queue
121103-000852, 121106-002471 Ticket in fraud queue; awaiting review
121027-001889 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121030-003058 Ticket in fraud queue; awaiting review
121031-000469 Ticket in fraud queue; awaiting review
121031-000585 Ticket in fraud queue; awaiting review
121031-000665 Ticket in fraud queue; awaiting review
121104-000820, 121107-000088 Ticket in fraud queue; awaiting review
121105-002756 Compromised account; awaiting review
121105-002749 Under additional review
121104-001163 Under additional review
121106-002477 Under additional review
121106-002590 Under additional review
121106-002884 Under additional review
121106-001081 Account closed; will not be reinstated
121106-001504 Account closed; will not be reinstated
Notes:
Gaile, I just got a response on my ticket saying my code was obtained fraudulently. This while it was directly purchased off your site. They say the buyer used stolen credentials ? My “buyer” would like to contact you guys, preferably through phone to set things straight. Is there any option for him to get in contact within a regular time frame because tickets don’t seem to be a reasonable tool to have a decent conversation. Please let me know,
PS : Asking for elaboration got me a copy-paste message from the same GM. Where on earth is the service ?
Airi
I am confused: Are you saying you purchased directly from us? Or did you purchase from someone who claims to have purchased from our website? If the latter, then it appears whomever originally purchased the code either used a stolen credit card or he issued a charge-back, both of which would invalidate your game code. Alternately, some third parties send out completely bogus codes and they, also, must be rejected.
Ask yourself this: What did you pay for Guild Wars 2? What is the cost from the website? If you paid below the cost on the website, then how in the world did the reseller buy the code legitimately and sell it to you for less than he paid? If you paid the retail price, there still is something wrong with the code that the seller sent you.
We come across these situations all the time, and this is a classic case of fraud. If the situation I’ve described is the one in which you find yourself, your “seller” doesn’t need to speak with our team; your seller needs to give you a complete refund so you can purchase the game directly.
If you purchased directly from us, then please update your ticket to ask for another review.
121026-003005 Under additional review
And what on earth does that means ? So far i spent more time here on the support waiting to get answeres then ingame. Coud i have atleast a slight clue what are u reviewing for 16 days now ?
Fair question. In your case, the serial code is fraudulent. Where did you purchase the game?
121109-002852.
I still don´t know why I got suspended account. WTH is that account issue? For kitten. Whats the problem with that company. Let your clients here to talk of your problem all in same topic. If you open another, the moderator have time to move you to here but no one can talk what happen with my account. Thats insane! Im starting become a mad my patience gone. I want any information, any update, anything. And I think no one from support look this topic. ArenaNet have only 58 complaints… only here have more than 9000 in last 3 days. And the ppl who don´t speak english? its so much more than we can imagine. Its not right what Anet doing with us. Why the Hell I was suspended? No one know, no one talk with me. Just the moderator PM me telling he moved my other topics. PUFF! Its time to use that BBB and see what happen.
http://www.bbb.org/western-washington/business-reviews/computer-software-publishers-and-developers/arenanet-in-bellevue-wa-22017235
As you were told, the code that someone sold you is fraudulent. You need to contact the seller and get your money back so you can acquire a legitimate code.
Hey Gaile! Sorry for offtopic, but if you look in the other threats you will see that many complain they bought on the official site themselves(!) and got banned because of fraudlent code. There seems to be an error in the charging system maybe(?).
Feel free to delete this post after reading ^^
There are a few things that could be going on here:
I am not discounting the possibility that there is some sort of issue within the system, but the system processes thousands upon thousands of transactions a day. If there was a purchase problem, I believe we would see more than the occasional forum post, and Support would see a flood of tickets. Neither is the case. Therefore, I believe that this issue is related to one of the causes above.
This code was directly bought from your site by my bf , we started playing this game together and I have the confirmation email and everything if needed. He did not use a stolen credit card or file a chargeback. In fact everything was purchased legally and at the same time. I really don’t think you’ll be “stealing a credit card” in the Navy. I’d very much like to know how ArenaNet figures out that a creditcard is “stolen” no reports about it have been made whatsoever because the card was never stolen , it’s his own card..
What he payed for the account is price stated on your website because it was directly purchased from there. To be exact the email says $59.99. Not more, not less. This case can in no way be a fraud unless your own site is “fraudulent”. My “seller” is your website. I’ll update my ticket with additional information. But when I asked for elaboration on the case the GM Copy-pasted his last message. I very much hope the response will actually be read.
That’s very valuable information to have, and thank you for those details. The only thing I can think of is maybe there is some issue between the bank and our system that caused this. Thank you for your continued patience — I know this is frustrating, particularly since you did not commit fraud.
I should note that when I write “fraud” in my line items, I don’t mean “You are a fraudster!” I mean that there is a mark of fraud somewhere in the system: us, the bank, a third-party — the issue is flagged as fraud but we’re not making accusations, just getting the issue to the proper team for review.
Hello
my guild wars account has banned for 25 days now as I was hacked and ‘permanently terminated for engaging or assisting in real world trading’ I have received emails that my account was logged on in China and North america, and since I live in Australia, this is not me. Could someone please help me as i don’t want to buy the game again and I really enjoyed playing itMy ticket —-001:000643:01120-—
Sorry, this is not a valid ticket number. Could you please repost the correct number?
Gaile, I just got a response on my ticket saying my code was obtained fraudulently. This while it was directly purchased off your site. They say the buyer used stolen credentials ? My “buyer” would like to contact you guys, preferably through phone to set things straight. Is there any option for him to get in contact within a regular time frame because tickets don’t seem to be a reasonable tool to have a decent conversation. Please let me know,
PS : Asking for elaboration got me a copy-paste message from the same GM. Where on earth is the service ?
Airi
Oddly, I just sent an email to the team asking why our players were getting this message when they purchase from us. Some people are cheated by third-party sellers. Some players do use a fake/fraudulent CC to purchase from us. But the message that some people are getting is sort of mixed up.
I’m sorry for the confusion — for you and for others who got that message — and I’m working on getting things more clearly expressed for everyone.
Update: Saturday through Monday – November 10 – 12 2012
121111-000376 Resolved
121111-000197 Resolved
121110-002820 Resolved
121110-002795 Resolved
121110-002679 Resolved
121110-002031 Resolved
121110-001949 Resolved
121110-001810 Resolved
121110-000711 Resolved
121110-000597, 121110-001459 Resolved
121110-000574 Resolved
121110 000711 Resolved
121109-002621, 121109-000294 Resolved
121109-001935 Resolved
121109-001925 Resolved
121109-001904 Resolved
121109-001818 Resolved
121109-001390 Resolved
121109-001254 Resolved
121109-000673 Resolved
121109-000580 Resolved
121109-000533 Resolved
121109-000492 Resolved
121109-000304 Resolved
121109-000269 Resolved
121108-002602 Resolved
121108-000995; 121108-000995 Resolved
121107-003043 Resolved
121107-002491 Resolved
121107-002316 Resolved
121107-000620, 121107-001481 Resolved
121107-000446 Resolved
121106-000684 Resolved
121106-000468 Resolved
121106-000204 Resolved
121105-002200 Resolved
121102-000090 Resolved
121030-001688 Resolved
121027-000014 Resolved
121030-000601 Resolved; you may add your new code
121106-002590 Should be able to add a new code soon.
121107-001485 Should be resolved very soon.
121106-002554 Please update your ticket after you obtain a secure email provider. The team has not heard from you since 6 Nov
121109-000310 Please check your ticket; you received an answer yesterday
121105-002749 In appeals queue
121026-003093 Fraudulent purchase; under review
121027-000536 Fraudulent purchase; under review
121103-000852 Fraudulent purchase; under review
121027-001889 Fraudulent purchase; code disabled
121028-001786 Fraudulent purchase; code disabled
121030-000689 Fraudulent purchase; code disabled
121030-001699 Fraudulent purchase; code disabled
121031-001634 Fraudulent purchase; code disabled
121101-000206 Fraudulent purchase; code disabled
121101-000769 Fraudulent purchase; code disabled
121109-001357, 121109-000710, 121109-000692, 121109-001207, 121109-000883 Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121027-000291 (and 7 other tickets) Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121110-002674 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121109-002884 Flagged for fraud, but under review
121026-003005 Flagged for fraud, but under review
121108-000965 Botting. Will not be reinstated. Please do not submit further tickets or repost.
121109-000274 Botting; will not be reinstated
121108-001076, 121109-000601 Botting; will not be reinstated
121109-001016 Botting; will not be reinstated
121110-000383 Botting; will not be reinstated
121108-002146 Botting, under review
121110-000184 Botting, under review
121110-000847 Botting, under review
121109-001736 Appears to have charge-backs; under review
121105-000282 Ticket was closed in error; I reopened it to ask that you get the help you need.
121109-002852 Under review; thanks for contacting PayPal – that should help!
121030-000078 Under review; thank you for the updated information
121101-000953 Under review; thank you for the updated information
121108-001176 Under review; thank you for the updated information
121109-000411 Under review; thank you for the updated information
121109-000532 Under review; thank you for the updated information
121111-002238 Under review; thank you for the updated information
121023-002139 Under review due to updated request
121025-001273, 121101-002527 Under review due to updated request
121102-001075 Under review due to updated request
121025-002761 Under review
121107-002636 Under review
121108-000481 Under review
121108-000720 Under review
121108-001287 Under review
121108-002932 Under review
121109-001543 Under review
121110-000139 Under review
121110-002647 Under review
121110-002727 Under review
121111-000201 Under review
121023-001540 Under review
Folks — This thread is quite lengthy, and I’m finding when I have an opportunity to do a review, I’m sometimes looking at issues that are fully resolved or have had updates that the player received after s/he asked for help in this thread.
I need to find a way to do these reviews more efficiently, to allow me to help those of you in this thread but also attend to other posts, too, and to attend to my other responsibilities (which extend well beyond the forums). Therefore, I’m going to set my post immediately above as a marker.
If your issue is not on the list above, if the issue is still current, and if it is at least three (3) days old, please re-post briefly here.
I don’t need a lot of details in your post, but I do need to know that the issue is still current and that you haven’t had an final answer from Support.
Not sure what the protocol is when a topic moves from one subforum to another, but I’m just going to go ahead and repost my ticket number.
121108-000346
I have to tell you, that move of “my” thread from Account Support to Technical Support threw me for a loop! I got it moved back, as you can see, but I was a bit concerned when it disappeared right out from under me.
121108-000346
Only posting it again because you said you were using your last update as a mark and my ticket number was posted before that post. Sorry if this is unnecessary.
This is precisely correct and thank you. If I have a marker (in my big ol’ post just above) then I know the ones below are more current then going back pages on the forum posts. Thanks for understanding.
Hi Gaile Gray!
I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427
I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!
Hello Gaile,
Still no answer today … :/
If I update my ticket, Will I be put in the last on the queue ?
Here’s the statut of my ticket in your last update :
121103-000852 Fraudulent purchase; under review
If it’s “under review”, Why I don’t have any answers yet ? :/
If updating your ticket moves you to the back of the queue, that is completely stupid. They should just review everyone’s ticket by this section of the number -000852, but they obviously don’t cause my number is like 139 and its going on a week I’ve been banned, and the only thing I’ve been told is “escalated for further review” whatever that is suppose to mean, why couldn’t they just take care of it when they looked at it the first time. I’m probably gonna miss The Lost Shore because of their flawed banning system, I also wouldn’t be surprised if they removed this post. And if I sound angry, sorry it’s not toward you.
Updating does not move you back to the end of the queue, have no fear! BUt please remember to always give me your 12-digit incident number so I can help.
Update: Wednesday and Thursday, November 14 & 15
121030-000078 Resolved
121105-002749 Resolved
121106-002921, 121113-001761 Resolved
121106-003136, 121111-001909 Resolved
121107-001485 Resolved
121108-002387 Resolved
121109-000618, 121109-001276 Resolved
121110-000139 Resolved
121110-000383 Resolved
121110-002029 Resolved
121110-002355 Resolved
121110-002535 Resolved
121110-002927 Resolved
121110-003034 Resolved
121110-003112 Resolved
121110-003125 Resolved
121111-000222 Resolved
121111-000266 Resolved
121111-000674 Resolved
121111-001561 Resolved
121111-003008 Resolved
121112-000627 Resolved
121112-002293 Resolved
121111-002836 Resolved; could you let me know if you cannot access your account?
121110-002727 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121110-000847 RMT; will not be reinstated. Please do not submit additional tickets.
121107-002636 Under review
121108-000346 Under review
121108-002694 Under review
121109-000954 Under review
121109-001805 Under review
121109-002076 Under review
121111-001023 Under review
121111-002238 Under review
121111-002801 Under review
121112-000042 Under review
121112-000152 Under review
121112-000568 Under review
121112-003153 Under review
121113-000159 Under review
121113-003557 Under review
121108-002427 Under review; I am writing for direct assistance
121028-001758 Under review; I specificially asked for another review
121111-001892 Under review; request received
121108-000371 Under review; thanks for that additional info
121108-002434 Account closed; refund processed
121109-002884 Account closed; refund processed
121110-002751 Account closed; refund processed
121111-002647 Account closed; refund processed
121108-001076 Botting; will not be reinstated
121110-002302 Botting; will not be reinstated
121111-000203 Botting; will not be reinstated
121107-002636 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121109-001805 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121009-003053 Charge-backs resulted in refunds and closure of account.
121113-000354 Compromised account; under review
121108-000060 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121010-002397 Fraudulent purchase; account released
121103-000852 Fraudulent purchase; account released
121031-000469 Refunded and released, if you wish to purchase a new code
121026-001449
Still no help after countless posts here, as said Gaile, I can’t access the answer you gave me, didn’t receive it via mail and I have issues with creating a Support Account.
Here’s what I see in the ticket — let me know later if this does not work for you:
I see that the last time you have logged in to your Guild Wars account and spoke with Kimmes the Historian was a while ago. Please log in to the game and speak with (living) Kimmes the Historian and check out your monuments. Then log in to Guild Wars 2 and speak with (ghost) Kimmes the Historian and see if he’s got your items for you. If you still don’t have them please let us know so that we may look further in to the issue.
Update — Friday through Monday, 15 – 19 November
121106-001007 Resolved
121108-002932 Resolved
121109-000618 Resolved
121109-000618 Resolved
121110-002302 Resolved
121111-000203 Resolved
121111-001050 Resolved
121111-002801 Resolved
121112-000042 Resolved
121112-000075 Resolved
121112-002837 Resolved
121112-002964 Resolved
121112-003153 Resolved
121112-003213 Resolved
121113-000110 Resolved
121113-000159 Resolved
121113-000354 Resolved
121113-001461 Resolved
121113-002936 Resolved
121114-002488 Resolved
121115-004025 Resolved
121116-001629 Resolved
121118-004435; 121113-000354 Resolved
121111-001023 Resolved; the team will help you with your purchase issue.
121113-003557 Sent to team for review
121028-001758 Under review
121030-001705 Under review
121107-002636 Under review
121108-000873 Under review
121108-001042 Under review
121109-002852 Under review
121112-000568 Under review
121112-003250 Under review
121113-002345 Under review
121113-002482 Under review
121113-003627 Under review
121113-003712 Under review
121114-000360 Under review
121114-000710 Under review
121114-001555 Under review
121114-002734; 121119-003718 Under review
121114-002750 Under review
121114-002786 Under review
121115-000386 Under review
121115-000565 Under review
121116-000437 Under review
121115-001408 Under review; I added notes to the ticket
121107-001485, 121116-000533 Account closed (potential fraud issues) and refunded
121108-002427 Account closed (potential fraud issues) and refunded
121109-000532 Account closed (potential fraud issues) and refunded
121111-001892 Account closed (potential fraud issues) and refunded
121115-000111 Account closed (potential fraud issues) and refunded
121110-000847 Account closed and refunded; you may add a new code
121110-000763 Botting; will not be reinstated
121110-002383 Botting; will not be reinstated
121115-000034 Botting; will not be reinstated
121108-000346 Fraudulent code. Please contact your seller to get a refund.
121108-000371 Fraudulent code. Please contact your seller to get a refund.
121109-000954 Fraudulent code. Please contact your seller to get a refund.
121109-001805 Fraudulent code. Please contact your seller to get a refund.
121109-002076 Fraudulent code. Please contact your seller to get a refund.
121112-001682 In appeal queue
121111-002238 In queue for refund
121112-000152 In queue for refund
121026-001449 Posted today; let me know if that helps
121112-000714 Requested expedited review; this is a very complicated issue and I’m sorry for the time it is taking
121026-003005 Requesting another review
121113-000059 Please update your ticket; the information you provided is not accurate. Please do not post multiple times in this forum, and keep all personal information off the forums. Thank you.
If you are on today’s list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.
Nearing the mark of 2 weeks banned. Still no solution or refund made. Ticket : 121108-002427 Will you guys really force me to do a chargeback?
I understand your questions. I encourage you to continue to discuss this with Support. You have been given a refund, so you have the money in hand. Perhaps there is a way for them to allow you to rejoin the game.
Incident: 121102-001075
(Account: Mikipedia.4732)My brother’s account was released and he send a new serial code for reactivate it but after 3 days again nothing. He can’t play from 21 days.
Thanks in advance.
Zack, I looked at the ticket. Has your brother tried accessing the account through the Account Management page and adding the new serial code? He may not need to have Support do that; he may be able to do that himself.
Please update if that works. Thanks.
Update: Tuesday, 20 November
121109-000954 Resolved
121109-002076 Resolved
121112-001682 Resolved
121112-003153 Resolved
121112-000042 Resolved
121028-001758 Resolved – finally! Sorry for the delays!
121109-001805 Resolved — you may add a new code if you wish
121108-002427 The charge authorization failed. You will need to create a new account.
121111-002238 The charge authorization failed. You will need to create a new account.
121108-000346 The charge authorization failed. You will need to create a new account.
121111-001892 The charge authorization failed. You will need to create a new account.
121114-000360 Under review
121116-000437 Under review
121107-002636 We are not able to reinstate accounts involved in any sort of charge-back.
121114-002734 I followed up on this today
121113-003557 I followed up on this today
121112-000568 I followed up on this today
121026-003005 I responded in your ticket
I hope to have more tomorrow!
My friend ask me to post this.
By karrak.3597
Hi Gaile.
Im here again to ask again any up date on support. It more than 6 days without news, how its going on! I wanna play and support don´t give me a feedback! My ticket number are 121109-002852. And please. Check the payment with paypal… Im not with the money… the payment was sent to NCSoft at 09/10!!! please… check this and let me play again!Thank you and good job!
This issue involves a charge-back and the account is closed and will not be reinstated. We did not receive the money. The subject is closed (and I’m sorry, but that’s the way it must be).
i’m posting this for my friend who got his account suspended and we do not know what happened. we already put up a ticket, please fix this.
the account name is:
yotsuba pat.4619reference number: #121124-000543
This post, as the subject says, is for tickets that are 3 days old or older. The post was made instantly upon submittal of a ticket. Please post on or after November 27 for assistance, if it is still needed at that time.
My account was banned for fraud payment. My friend contact
with support and they said I can update my account with a new serial code… I bought it and tried but I’ve got error with Invalid Region so tried to contact with Support to get info if they can do something with this, but instead any answer my tickets are automaticly marked as “duplicate” and they dont answer.
My ticket numbers are:
121123-001260
121121-002439
and now tried a new one:
121126-000755
Why its happening ? Why support dont want to help ? :/Edit:
New ticket is also marked as duplicate… -.-’
Yes, the new tickets are marked as duplicates. Please do not file multiple tickets. You slow down the process of getting you help. Please only update your first ticket.
Original: 121102-000090
Reopen: 121121-00121024 days since initial request for support, 5 days after opening a new case because the original problem was closed. Can I get this looked at soon?
You can reopen the first ticket by responding to it. Please do so and close the second ticket yourself, to avoid delaying your response.
Took me around 5 days to get my account back after being wrongfully banned for botting.
There are previous posts in this thread that taught me to provide as much details as possible in the ticket (eg. account name, character name, last 4 digit of credit card, serial code etc.) , hence reducing the time taken for them to investigate your account. Do check back the older posts to learn more.
Hang in there guys.
Glad you’re ok now. And thanks for this helpful post. Please note that the things you can provide to expedite your ticket are included in the How to Submit a Ticket – Account Issues thread.
Update: Wednesday through Monday — 21 through 26 November
121111-002402 Resolved
121112-000568 Resolved
121116-000437 Resolved
121117-000650 Account closed (potential fraud issues) and was not charged.
121118-003213 Both accounts were refunded. You will need to create a new account.
121109-002852 Charge-back; will not be reinstated.
121102-000090, 121121-001210 Fraudulent code. Please contact your seller to get a refund.
121121-000735 Fraudulent code. Please contact your seller to get a refund.
121121-001724 Fraudulent code. Please contact your seller to get a refund.
121113-003712 I followed up on this today
121114-000212 I followed up on this today
121114-001375 I followed up on this today
121114-003259 I followed up on this today
121115-000565 I followed up on this today
121115-003771 I followed up on this today
121116-000813 I followed up on this today
121116-002285, 121118-002383 I followed up on this today
121117-003370 I followed up on this today
121118-002786 I followed up on this today
121121-001210 I followed up on this today
121111-001799 RMT — will not be reinstated. Please do not post again or submit other tickets.
121120-001290 RMT — will not be reinstated. Please do not post again or submit other tickets.
121116-000968; 121120-001414 RMT — will not be reinstated. Please do not post again or submit other tickets.
121116-003126 RMT — will not be reinstated. Please do not post again or submit other tickets.
121115-002154 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121119-001647 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121120-002237, 121123-001123 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-000300 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-000642 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-002141 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-002365 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121028-001758 Under review
121109-001736 Under review
121110-000763 Under review
121115-001408 Under review
121116-000556, 121117-000053 Under review
121120-000633 Under review
121120-001710 Under review
121121-002792 Under review
121122-000273 Under review
120917-005761 Updated today
For those issues still under review, please do not post again until Wednesday, to allow the team to answer your tickets. Thank you.
Hey thanks for getting me an answer Gaile!
121121-000642 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
I thought that it might be the case. Before I go and create a new account. Just wondering if there is any way at all to keep my character? if not it’s no biggie but it would be nice. Also if I create a new account, will I be able to use the same email address as before and use my (Burto.9803) name? or will this not be possible?
Thanks for getting this sorted out at least.
Burto
Glad to help. I wish I could answer the question about continued play on the account (with a valid code, of course). But each situation is different and I think it would be good for you to update your ticket and ask if they can release your account and allow you to add a new, valid code to it, or if you will need to start a new account. It’s not a simple situation, so it’s best to get the word directly from the team. Thanks!
Hi Gaile/Team,
Account has been suspended, similar with my friend who has the same fraudulent retailer. His account was reactivated by buying new game keys, so I bought new game keys from the website, linked it then submitted a ticket of reactivating the account.
As of today, my account was still suspended. [Incident: 121125-000598]
I appreciate your actions regarding on this issue. Thank you in advance.
This is only a day old, and the team will probably reply in the next two days. If not, please post in this thread and I’ll look into the matter. Thanks for understanding.
Update: Tuesday, 27 November
121113-003712 Resolved
121123-001923 Resolved
121102-000090 Account released 11/8; you may add a new, valid code to rejoin the game
121114-000212 Account released; you may add a new, valid code to rejoin the game
121114-001375 Account released; you may add a new, valid code to rejoin the game
121121-000642 Account released; you may add a new, valid code to rejoin the game
121102-000090 Account released; you may add a new, valid code to rejoin the game
121119-003748 I followed up on this today
121125-000598 I followed up on this today
121028-001758 I followed up on this today
121115-002569 I followed up on this today
121118-001985 I followed up on this today
121022-002506 I followed up on this today
121111-001040 I followed up on this today
121119-002879 I followed up on this today; the answers you got weren’t right and I’m sorry
Crevox.5804 Please provide you ticket number
121123-000247 Please follow up in your ticket, which was updated today
121118-002383 Purchase was rejected and you were not charged. Update ticket if you believe otherwise.
121119-002764 RMT — will not be reinstated. Please do not post again or submit other tickets.
121118-000671 RMT — will not be reinstated. Please do not post again or submit other tickets.
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-002439 The team has the new info on your original ticket, they will reply as soon as they can
121122-000034 There was a charge-back on this account; as a result it was closed
121123-000829 Under review
121115-001408 Under review
121122-001534 Under review
Update: Tuesday, 27 November
121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.Thanks for following up on this, but maybe you can elaborate.
- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?
- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.
The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?
Regards.
Sure, I can explain. You purchased the game, and on trust, you were allowed to create an account and play while the credit card was being processed. However, somewhere in the process, a question arose about the credit card and they order was voided. (The question could be the validity of the card, a mismatch between the card information and the billing address, any number of things that are given a blanket “fraud alert.”)
The important thing: You were never charged for the game. If you check your CC records, you may have seen an “authorization” at the time you purchased, but that authorization request was removed and again, you did not pay for the game.
@Gaile: I just had been able to log in first time since our “romance” started. Thanks for all those matches and candles you used to get those guy and girls working.
I think im finally donw now. 1 Month exactly
I will remember our candlelit dinners with fondness.
I think you’re aware, but this is finally resolved, and I am very, very sorry for the delay. Add a new code and you’re good to go!
Updated: Wednesday, 28 November
121119-002879 Resolved
121102-000090 Resolved
121028-001758 Resolved
121125-000598 Account released; you may add a new, valid code to rejoin the game
121022-002506 Account released; you may add a new, valid code to rejoin the game
121121-000642 Account released; you may add a new, valid code to rejoin the game
121111-001040; 121029-002804 Fraudulent code. Please contact your seller to get a refund.
121121-002141 I followed up on this today
121118-002383 I followed up on this today
121116-001629 I followed up on this today
121121-002828 I followed up on this today
121121-002294 I followed up on this today
121118-001985 It appears you left the guild, and were its only member. If you are still having issues with creating a new guild, please update your ticket.
121119-003748 Senior agent reviewed last night and believes he has a solution; will contact you today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121114-000710 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121116-001561 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121118-002786 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121115-002366 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121124-001746 Under review
121127-000236 Under review (but please note this ticket is not three days old)
121022-002506; 121123-001260, 121121-002439, 121126-000755 You should be able to add the code; if you still need help, please update the ticket. (Please note: Submitting many tickets slows the process of resolving issues)
Update: Tuesday, 27 November
121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.Thanks for following up on this, but maybe you can elaborate.
- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?
- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.
The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?
Regards.
Sure, I can explain. You purchased the game, and on trust, you were allowed to create an account and play while the credit card was being processed. However, somewhere in the process, a question arose about the credit card and they order was voided. (The question could be the validity of the card, a mismatch between the card information and the billing address, any number of things that are given a blanket “fraud alert.”)
The important thing: You were never charged for the game. If you check your CC records, you may have seen an “authorization” at the time you purchased, but that authorization request was removed and again, you did not pay for the game.
Gaile – While I appreciate your response, we are apparently talking past one another.
I bought the game in a store. The store charged me for the game. Unless that store gave you my credit card—which I am pretty sure they can’t—then what credit card do you have to verify? At no point in the process of regestering my account was I asked to enter a credit card. Thus, I was charged for the game by the store I bought the game at. I have the receipt and bank statement to prove it.
That is why I keep saying “I already paid $60 the game” and I am not paying another $60 just because your company deemed my purchase fraudulent from a store who has already charged me for the game.
So what you seem to be telling me is that the store screwed me over by selling me a game with a fraudulent serial and I need to raise hell with them. Is that what you are telling me?
Regards.
Oh dang, I totally misread this, and I appreciate your giving me this detailed information. I had, as you surmised, assumed this was a purchase from buy.guildwars2.com. Instead, it’s a purchase from a retailer. What the notes indicate is that the code was invalid. This is not uncommon, I’m sorry to say, with non-authorized vendors. Some are great, but some are buying using fraudulent credit cards, re-selling the codes, and when the code is disabled (because their payment is voided due to fraud) then the customer is left with an invalid code.
If you purchase from a third-party, unauthorized vendor then yes, you should definitely pursue a refund so that you can purchase a legitimate code. I’ve found that many vendors will give a refund, although a certain number require persistence to do so. Others, sadly, are “charge and run” and won’t do so. I wish you the best of luck in getting this sorted, and hope you’re back in the game very soon!
Okay this is serious i bought the game and have not even seen what it looks like but the loading template, never had a experience like this buy a game and 2 to 3 days and no play. Was i just robbed of my money, i don’t think i’ll ever buy a downloadable game again. No ones wants to refund the money i’m so irritated right now, how you guys sell a defective download… I need answers and soon i dont think i can wait 2 to 3 days i’ll put this in my blog or go to the press or something but i want a refund ASAP.
Please contact Support and they will close the account and issue you a refund IF you purchased the game from us. If you did not, please contact your seller for a refund.
My freind has not been able to login for over three days and needs a password reset.
His ticket is Incident: [121127-001984] His username is ShinigamiYaiba and what is the status on his ticket so I can inform him?
My friends ticket number is 121127-001984. He has not able to login over three days and needs need a password reset. username is ShinigamiYaiba.6792. Really would appreciate the help. Thanks.
Your friend has asked for a password reset. But we cannot establish that he owns the account, and proper security procedure requires that we must know he owns the account before we give him any assistance. Please tell your friend to update his ticket and answer the questions in it.
Updates for Thursday and Friday, 29 – 30 November
121116-001629 Resolved
121127-002885 Resolved
121127-000396 Resolved
121113-003712 Resolved (Thanks for confirming!)
121129-000130 Resolved. I have updated your ticket to explain the outcome.
121124-001042 Resolved. Thanks for your support!
121123-001923 Resolved; have your friend update his ticket so we can help him, as well.
121127-000150 Account ownership in dispute; the team will continue this review.
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-001210 Account released; you may add a new, valid code to rejoin the game
121121-002141 Account released; you may add a new, valid code to rejoin the game
121025-001807 Closed for fraudulent code a second time. Please continue to discuss with Support.
121121-001496 Fraudulent code. Please contact your seller to get a refund.
121127-001175 Fraudulent code. Please contact your seller to get a refund.
121121-002792 I followed up on this today.
121114-000212 I followed up on this today.
121115-001578 I followed up on this today.
121118-001530 I followed up on this today.
121118-002383 I followed up on this today.
121122-000034 I followed up on this today.
121123-000247 I followed up on this today.
121123-001644 I followed up on this today.
121126-002710 I followed up on this today.
121128-000072 Not three days old
121130-000631 Not three days old
121128-002416 Not three days old
121127-001984 Please answer the questions that Support sent you. We must establish that you own the account before we can assist you.
121116-002285, 121118-002383 Questions answered by agent
121126-001549 The account owner must discuss this with the team.
121115-002366 The charge authorization failed or did not pass risk reviews. You are not due a refund because you were not charged.
121116-001561 The charge authorization failed or did not pass risk reviews. You were not charged.
121118-001872 The charge authorization failed or did not pass risk reviews. You were not charged.
121122-001534 The charge authorization failed or did not pass risk reviews. You were not charged.
121126-000302 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000329 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000047 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000204 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000234 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000803, 121115-000847 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000395 The charge authorization failed or did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121115-001408 This has been reviewed by multiple agents; account will remain closed.
121121-002294 Ticket updated today
121118-002266 Under review
121120-001710 Under review
121121-002828 Under review
121126-002710 Under review
121127-001919 Under review
Can someone please look into ticket number 121123-001882, this is my husbands account, the game was purchased for him from a friend of ours for his birthday. NC flagged it as a fraudulent purchase but supposedly has since reactivated the account, but my husband no longer has his password and doesn’t remember it and didn’t write it down. Can someone please look into whether the account is active and if so can someone please email him the password or advise how to reset it. A reply in this matter would be greatly appreciated since this ticket has been open since the 23rd. This is the same issue as referenced in ticket 121123-001923
We’ll be happy to help, but your husband needs to update his ticket to get assistance. Thanks!
Update: Saturday through Monday, 1 – 3 December
121109-002852 Resolved
121114-000212 Resolved
121117-000482 Resolved
121123-000247 Resolved
121123-001923 Resolved
121128-000094 Resolved
121128-002416 Resolved
121128-002607 Resolved
121115-001578 Resolved – thank you for updating your ticket.
121118-001530 Account released; you may add a new, valid code to rejoin the game
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-002294 Agent responded on Friday.
121102-003339 I followed up on this today
121120-001710 I followed up on this today
121122-002680 I followed up on this today
121125-002472 I followed up on this today
121126-001549 I followed up on this today
121127-001175 I followed up on this today
121128-000829 I followed up on this today
121126-002663 I followed up on this today
121128-000226 Appeal denied — blocked for botting; will not be reinstated.
121121-001210 I believe this was resolved on 11/28 in Ticket 121102-000090
121125-000802 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121128-001928 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121116-001561 The charge authorization did not pass risk reviews. You were not charged.
121128-000047 The charge authorization did not pass risk reviews. You were not charged.
121128-000072 The charge authorization did not pass risk reviews. You were not charged.
121129-001285 The charge authorization did not pass risk reviews. You were not charged.
121127-001984 The team cannot locate the account; please have your friend answer the questions in the ticket.
121130-000631 This purchase was refunded; you should discuss that with your friend.
121110-000448, 121118-001373 Under review
121118-000987 Under review
121118-002383 Under review
121122-000034 Under review
121123-001882 Under review
121124-002202 Under review
121126-000910 Under review
121126-000941 Under review
121127-000150 Under review
121127-001248 Under review
121127-002078 Under review
121127-002763 Under review
121127-002863 Under review
121128-000693 Under review
121128-001054 Under review
121129-000430 Under review
121129-000968 Under review
121203-002074 Under review
121126-000302 Under review – thank you for updating with new information today
121123-001644 Your email account has been compromised; please review suggestions from team.
121128-000072 The charge authorization did not pass risk reviews. You were not charged.
He just checked his bank records and found out that he was charged twice for his original purchase and then later refunded twice without any notifications made to him. Does he lose his entire account over this mistake or is there some way he can get his account back after buying the game again? Thanks.
Apparently this person had failed to pass anti-fraud measures. This could be for a lot of reasons, but fraud prevention is a very critical part of doing business, and we will decline purchases that appear questionable. Your friend should discuss the issue with Support to learn if the account can be released to him to add a code. Sometimes, the only code that will be acceptable is a retail (box) code, so if that is an option, he should ask about that possibility when discussing with Support.
What does this mean 121118-000987 Under review? I unlock?
It means that the team needs more time to review this. They will respond as soon as possible.
[—-001:000305:32512—-] had this ticket for around a week now. Previously had sent emails to no avail.. This is as much info as I have about my account as it was brought for me as a gift by my partner. Who does radio show for Gwen. (Mike Si from Perth Australia)
I would need the actual 12-digit incident number, which begins with 12. Thank you.
hi…gaile gray said that my account is suspended because of refunding…but me or my friend nver do any kind of refund…
Spartan.6587
[email protected]please respond quickly…i already run out of tolerance,,,hundreds of hours of my gaming in this game vanished because of some customner support issue is not funny…thx
i alwyas update my ticket and they never respond to it
I need the 12-digit ticket numbers.
Update: Tuesday and Wednesday, 4 -5 December
121125-002472 Resolved
121120-001710 Should be resolved today
121122-002680 Should be resolved today
121126-001549 Should be resolved today
121127-001175 Should be resolved today
121127-001248 Should be resolved today
121202-001412 Answered today.
121116-000404 Answered yesterday. Take this up with your seller; we will not provide you with the account’s serial code.
121127-001175 I followed up on this today
121128-002636 I followed up on this today
121129-001122 I followed up on this today
121201-000285 I followed up on this today
121201-000356 I followed up on this today
121201-000566 I followed up on this today
121202-001933 I followed up on this today
121128-000546 Under review
121129-000443 Under review
121130-001083 Under review
121201-002553 Under review
121202-002100 Under review
121125-000802 Account released (after accidental refund). You may purchase a new code and rejoin the game
121124-000049 Account released; add a new, valid code to rejoin the game
121128-001722 Account released; add a new, valid code to rejoin the game
121126-000302 Account released; add a new, valid code to rejoin the game
121127-000150 Account ownership is in dispute; please continue to discuss with Support.
121126-001377 Fraudulent code. He should contact the seller to get a refund and ask Support if he can add a new, legitimate code.
121102-003339 Multiple charge-backs. This account is permamently closed.
121126-001549 The credit card authorization did not pass risk reviews. You were not charged.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121130-000171 This is not an account or support issue; forum questions will be handled by the appropriate team.
121130-000631 This was refunded to the credit card holder at his/her request. (I do not know if this is your friend or someone else.)
121204-000130 This thread is for tickets that are at least three days old. Your ticket is one day old. Please allow the team time to answer you.
121201-000285 Resolved
121201-000356 Resolved
121122-000273 I followed on up this one today.
121126-002531 I followed on up this one today.
121203-001887 I followed on up this one today.
121120-002708 Fraudulent code; account released; add a new, valid code to rejoin the game
121128-002636 Fraudulent code; account released; add a new, valid code to rejoin the game
121201-000566 Fraudulent code; account released; add a new, valid code to rejoin the game
121124-000721 Fraudulent code; should seek a refund from the unauthorized seller.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121204-001670 This is an infraction issue (offensive name) and not an account issue. Please wait for an agent to respond
121129-001122 Under review
121130-000261 Under review
121202-000123 Under review
121204-000130 Under review
121128-001928 Under review; Black Friday pricing will not be available if you are able to add a new code.
121130-000171 Again, this is a FORUM question, not an account issue. Write [email protected].
121201-000663, 121203-001221 These are not account issues. Please post in the appropriate forum.
121130-000171 Again, this is a FORUM question, not an account issue. Write [email protected].
Please reading what I am typing to you. I emailed [email protected], they are the ones that pushed it to the support system, not me.
I repeat I did not open a ticket, they did after I emailed them. Please advise who I should be contacting as contacting [email protected] got me where I am now.
I have read what you wrote, and I do understand that you have a ticket in the system. But this is the Account Issues forum, and you’re not writing about an issue with an account. This thread is designed solely for following up on account issues. Please continue your discussion in your support tickets.
After numerous tickets I finally find this thread. Anyways here is the problem I encountered.
I purchase a heavy Dredge Breastplate of the AForge for my Warrior from the Sorrow’s Embrace dungeon merchant for 330 tokens of the moletariate. Shortly after purchasing the breastplate I equipped it and drooled because it looks so awesome. I disconnected shortly after, which is fine it happens, but when I came back online my BP was gone and my chest slot was naked. I searched my entire bags, moused over every item, checked my bank, even checked my alts just in case. No breastplate. On top of that, my tokens were gone as well.
So now I am sitting here missing 330 tokens of the moletariate AND no breastplate to show for it. I really hope you don’t tell me you can’t do anything because this game is honestly holding my interest by a thread (WvW only stays fun for so long). I really hope you can help me out.
While I would like to help you, this is not an account issue. It happened on your account, sure, but it’s not related to inability to access the game, a compromise incident, etc. I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.
I think your suggestions have a lot of value, Atommaster, and I will share them with the team.
Thanks for sharing, and I’m glad you’re back in the game!
Update: Friday, 7 December
121128-000227 Agent requested more information today; please update the ticket.
121203-002022 I followed up on this today
121130-000261 I followed up on this today
121127-001774 I followed up on this today
121129-000444 RMT — will not be reinstated. Please do not post again or submit other tickets.
121129-002291 This appears to involve a charge-back; your friend should continue to discuss with Support
121128-001054 Under review
121128-001490 Under review
121204–000127 Under review as a potential fraud issue
I purchased the game for my daughter on Black Friday however I put the wrong e-mail address(by one letter) and forgot to write the code down. My daughter has since created the e-mail (thank goodness it wasn’t taken yet) and I am curious if anything can be done to resend the code to the same e-mail so that she and I can start running together through Tyria. Thank you in advance for your assistance.
The team can help you out, but you’ll need to send them a ticket. support.guildwars2.com and then “Ask a Question.” Good luck.
Updated Saturday through Tuesday, 8 – 11 December
121125-000517 Resolved
121129-001122 Resolved
121129-001267 Resolved
121205-000057 Resolved
121205-000371 Resolved
121206-000694 Resolved
121129-001416 Resolved — I responded in the ticket
121114-001555 Will be answered today.
121121-001496 I followed up on this today.
121113-000074 I followed up on this today. It as reopened, with our apologies for the delay!
121128-000546 I followed up on this today. A senior agent will review today.
121130-000541 I followed up on this today. This is in the proper queue for review.
121206-001670 I followed up on this today. This is in the proper queue for review.
121211-002330, 121211-002403 I followed up on this today.
121206-002191 Account released (after accidental refund). You may purchase a new code and rejoin the game
121205-000117 Fraudulent code. Please contact your seller to get a refund. If you acquire a new, legitimate ecode you may apply it to your account.
121207-002331 Ownership dispute. Closed and refunded. Cannot be reopened.
121128-000026 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
121202-002098 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
121204-002421 The credit card authorization did not pass risk reviews. You were not charged and account cannot be released.
Update: Thursday, 13 December
121211-002403 Resolved
121207-000975, 121207-001031 I followed up on this today. The chest was or soon will be sent.
121210-001695 We cannot replace items, and we do not restore/roll-back accounts due to accidental deletions but only in cases of account compromise.
Hi,
i need someone to look into or investigate, on one of the players that joined my fractal run this week, if thats even possible.
During that run, i was forced to leave the game/group, simply because i have a zero tolerance, when it comes to insults and general bad behaviour.
One of the players decided to insult one of the other players, and i wondered why he/she didnt react at all, a minor indirect low punch to me included, but that wasnt the problem.
I dropped, left the party knowing that its just a game and i could re run the Dungeon anytime. Apparently, either the bad apple or one of the other players thinks diffrently and thought he or she had to send me a mail, letting me know what an #@|#€~i am/was…
Tried to contact this person, but im on his/her iggy list. No chance to actually talk to said person, not sure if taht would even help me. Problem comes, when all it takes is a “bad expierence/run” in an mmorpg, to get
- ingame gold spam again, after 2 months or more?
So, the person who sent me his best wishes or the bad apple of that run, gave away my Character name, even worse i got one mail today with Subject : <Account Name> and the usually nonsense…
TL;DR- kinda
Before that run, i don´t even recall any spam mails at all. After that run, 1x mail per day.
Thank you very much,
Kyma
Please report this to the Support Team. Provide as many details as possible. They will investigate.
My ticket is #121213-000204
All I need is a simple password reset and a change of email.
I’ve provided the code that came with ordering the game TWICE, I’m communicating through the original email that I signed up with, I’ve given the last 4 digits of the CC used to buy the game, and yet after the initial “we’re escalating your ticket” (why??) email, I’ve received no communication.
I haven’t been hacked, I don’t need anything “restored” – I just need my password reset, and I can’t log into the game til that happens. In the meantime, I’m missing out on Wintersday, I missed my guild’s event yesterday, and my chances of feeling like dropping $ on gems for the holiday event is rapidly dwindling.
Gaile, can you kick someone in the tail on this? It shouldn’t even be a complicated ticket.
The team is not able to change your log-in / username as you requested. They are investigating.
following tickets are open and have not been addressed or responded to:
forum appeal 121212-001980 Updated 12/12/2012
No Summary 121205-000112 Unresolved 12/04/2012
suspension 121127-003071 Updated 11/27/2012
A user has replied to an automated PM 121127-000574 Unresolved 11/27/2012
these are all tickets of separate incidents involving the forums. Does arenanet not currently provide support to forum issues, or is it all handled by the non anet moderators themselves? who do they answer to and why will they or arena net not respond to the tickets opened?
This is the Account Issues forum. This thread — and indeed this entire sub-forum — is not at all intended to address issues related to the forums themselves.
For issues, problems, suggestions, or other topics relating to the Guild Wars 2 Forums, please address your concerns to [email protected]. I would highly suggest you not submit multiple tickets. If you wish to complain about something, you can update an existing ticket, but submitting four seems excessive.
Most likely what will happen is they will give the guy a 72 hour suspension and you will not get your gold back. It has been my experience in the past that Anet does little, if anything, to discourage this type of behavior.
We spent a great deal of time and resources to develop a Trading Post and spend it still, ensuring that the system works smoothly. The TP is a very effective means of discouraging scamming. It flat out prevents it! If players choose to go outside the system, please do not point to inadequacy on the part of ArenaNet, for that would be both inaccurate and unfair. Scamming is fully preventable using the robustly developed system offered within the game.
Updated: Friday through Monday, 14 – 17 December
121118-002162 Resolved
121213-000204 Resolved
121215-000081 Resolved
121121-001515 I followed up on this today.
121124-000311 I followed up on this today.
121128-000546 I followed up on this today.
121202-002377 I followed up on this today.
121212-000290 The team is not able to restore the account or replace theitem.
121211-000604 This is a known, non-account issue; the team is working on it.
121211-002558 Under review; the credit card holder contacted us to report fraudulent use of his/her credit card.
121215-000828, 121215-000855 We are unable to give you replacement items. The Karka Chest situation was entirely different; individual replacements are not supported.
121208-001870 You did not respond to the offer to restore your account; please access the existing ticket and let them know you approve the restoration.
121211-000872 Please use the Trading Post in the future; it was developed to eliminate scamming.
121211-002086 Your friend’s account was terminated. Please do not ask us to review final decisions.
following tickets are open and have not been addressed or responded to:
forum appeal 121212-001980 Updated 12/12/2012
No Summary 121205-000112 Unresolved 12/04/2012
suspension 121127-003071 Updated 11/27/2012
A user has replied to an automated PM 121127-000574 Unresolved 11/27/2012
these are all tickets of separate incidents involving the forums. Does arenanet not currently provide support to forum issues, or is it all handled by the non anet moderators themselves? who do they answer to and why will they or arena net not respond to the tickets opened?
This is the Account Issues forum. This thread — and indeed this entire sub-forum — is not at all intended to address issues related to the forums themselves.
For issues, problems, suggestions, or other topics relating to the Guild Wars 2 Forums, please address your concerns to [email protected]. I would highly suggest you not submit multiple tickets. If you wish to complain about something, you can update an existing ticket, but submitting four seems excessive.
actually Gail, ANYTIME you send an email to [email protected], it opens a support ticket, and the ticket goes unanswered, and the anet employees i reach out to say to send an email to that same address. SO what you are basically telling me… is that if we have an issue with the forums, forget it, since no one at arenanet handles the issues and that any real problems are considered to be simple complaints? I will take your high suggestion into consideration but I am following the directions of yourself and others to send emails to the [email protected] address…. and it opens a support ticket, only to be told not to open said tickets as it is excessive. see the viscous circle of confusion and lack of support? why cant someone just own it, and say that the forums are basically a non supported area and that arena net leaves it to its own devices? would be much better than sending us on wild goose chases with an email address ([email protected]) that just goes to a trashcan.
ALSO, most importantly, as pointed out in the initial email, EACH ticket is for separate incidents, so do you suggest I update ONE ticket with multiple problems> or opening a new ticket for each INDIVIDUAL problem?
Yes, the contacts to [email protected] do create a ticket, but it’s not the province of this sub-forum to deal with complaints about forum behavior, posts, or moderation.
I will try to find out a more helpful answer, but the directions I’ve given you are expressly intended to get you into the system and beyond that, the resolution is out of my hands.
As far as updating, since they are separate issues, I guess you certainly can update each of the tickets. I believe it may be possible to merge them, but since that’s not my area of expertise — in that I don’t know the preferences of those working on the forum moderation side of things — you may keep them separate, as they were submitted.
Updated Tuesday and Wednesday, 18 and 19 December
121202-002377 Resolved
121214-001784 Resolved
121215-001906 Resolved
121216-000342 Response sent today
121211-000604 Response sent yesterday.
121213-001764 Final response send 12/15.
121216-003257 Account eligible for restoration. This will take place in 1-2 days.
121207-003674 I followed up on this today.
121215-002277 I followed up on this today.
121215-002451 I followed up on this today.
121104-001163 I followed up on this today. You should receive a response within 24 hours.
121121-001515 I followed up on this today. You should receive a response within 24 hours.
121211-002558 I followed up on this today. You should receive a response within 24 hours.
121215-001861 Fraudulent code. Please contact your seller to get a refund. Discuss with Support whether you can add a new, legitimate code to continue playing.
121124-001503 Terminated account; will not be reactivated.
121215-000828 There is no issue with the Mystic Forge. We cannot tell you why you lost items, but it was not related to a game code or system issue. Contact your ISP if you continue to have connectivity issues; the problem is not on our side.
121218-003029 This ticket is one day old. Please do not submit until it is three days old.
121217-001155 This ticket is two days old. Please do not submit until it is three days old.
121214-002326 Under review
Hello. Would you mind to review this ticket again?
121221-002439
121222-000626
121223-001528
121223-001585account : [email protected]
account name : Jok Bal.5061rule violation did not even once.
Have been waiting for days now.
Resolved as soon as possible for me.
Stop submitting new tickets immediately. Your case will be reviewed as soon as possible, but your answer will be delayed if you continue to file new tickets.
Please review this ticket 121222-001149
Banned without violating the T&C, maybe system fault.
This ticket was a day old when you asked for help in a thread designed for tickets at least 3 days old. Please do not post until the ticket is at least 72 hours old.
Update: 24 December 2012 (Merry Christmas!)
121215-002158 Resolved
121217-002337 Resolved
121219-000434 Resolved
121219-003089 Resolved
121219-003229 Resolved
121220-000489 Resolved
121220-000489 Resolved
121220-000977 Resolved
121220-001001 Resolved
121213-001764 As explained multiple times, you are not eligible for a chest and will not be sent one.
121215-000316 Blocked for fraud. Cannot be released.
121220-002842 I believe you were sold a fraudulent code. You should seek a refund and talk to the team about getting your account released to add a legitimate code.
121221-003527 Please have your friend submit a ticket directly.
121219-002546 RMT — will not be reinstated. Final answer.
121220-002326 RMT — will not be reinstated. Final answer.
121221-003023 RMT — will not be reinstated. Final answer.
121221-002156 The charge authorization failed. You were not charged or were refunded.
121222-002635 The charge authorization failed. You were not charged or were refunded.
121124-000311 There is no issue with your account.
121116-001071 Account involved in cheating. Will not be reinstated.
121218-000260 Account involved in cheating. Will not be reinstated.
121218-000471 Account involved in cheating. Will not be reinstated.
121218-002945 Account involved in cheating. Will not be reinstated.
121129-000113 Under review
121215-001752 Under review
121217-001155 Under review
121218-000724 Under review
121219-000235 Under review
121219-000366 Under review
121219-002541 Under review
121219-003118 Under review
121220-000324 Under review
121220-000341 Under review
121220-002781 Under review
121221-000404 Under review
121221-001035 Under review
121221-002788 Under review
121219-003106 You’ve asked for chat logs. I’m not going to post them here, but believe me, the language was entirely unacceptable and the suspension was appropriate.
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121215-002277 Followed up on this today
121217-001136 Followed up on this today
121217-002070 Followed up on this today
121218-000407 Followed up on this today
121218-002117 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121219-000077 Followed up on this today
121220-002211 Followed up on this today
Update: 30 December (based on list of 12/24)
121221-001035 Resolved
121217-002070 Resolved
121218-001529 Resolved
121218-002117 Resolved
121219-000077 Resolved
121221-000791 Resolved
121217-001155 Responded today
121219-000366 Received update from your friend today, thank you.
121220-002781 Followed up on this today
121129-000113 Followed up on this today
121215-001752 Followed up on this today
121218-000724 Followed up on this today
121219-000235 Followed up on this today
121219-002541 Followed up on this today
121221-000404 Followed up on this today
121221-002788 Followed up on this today
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121214-002039 Followed up on this today
121215-002277 Followed up on this today
121216-000826 Followed up on this today
121217-001136 Followed up on this today
121218-000407 Followed up on this today
121218-000724 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121220-000341, 121215-00186 Followed up on this today
121220-002211 Followed up on this today
121219-003118 Account involved in cheating. Will not be reinstated.
121220-000324 Account involved in cheating. Will not be reinstated.
Due to the holidays, reviews are taking a little longer than normal, as you can see. I have contacted the teams — Payments/Billing, Fraud, and others — and the agents are going to get me more updates tomorrow. We apologize for the delay.
please help me…..my account question already 11 days,I still didn’t get any answer
this is my 121224-001759
121223-002371
121223-000686
121222-000259
STOP submitting duplicate tickets. You are delaying your response. The team will get back to you as soon as they can.
Gaile posted:
Update: 24 December 2012 (Merry Christmas!)
121221-003527 Please have your friend submit a ticket directly.How many submits do we have to sent? My friend sended one on friday and i did with the same number and the same explanation. (about 10 mails together in 6 days on the same ticket with 10 different persons that reply with simular answer : someone will be in contact as soon your issue has been reviewed)
Maybe i don’t have more friends that can send more tickets :p Just that 1 friend that really wanne play …
So you have submitted 10 tickets? And some of those were sent by someone who does not own the account, and therefore should not be submitting tickets? I’m pleased that the team was able to help you, but please be aware that every duplicate ticket you submit slows down your response and the response of everyone else who is waiting for help.
Please: One ticket for an issue and no more.
Hello, I am posting in regards to my friend Adelise.5083 as she cannot post it herself. Her account was banned several days ago under suspicion that she was giving Gold in exchange for real money, and it has been at least three days and hasn’t gotten a response.
I can attest, and so has a friend of mine (Parae.3479) that she was not exchanging gold for real money/gold selling, as both of us were receipients in friendly favor.
https://forum-en.guildwars2.com/forum/support/account/Friend-banned-wrongfully
This was originally posted as an appeal.Her ticket number is: 121227-003689
I am also a close friend of Adelise.5083 and I can also attest that she has never asked for any kind of real-world currency in exchange for anything. She is just terribly generous to a fault with her in-game gold, often trying to held her guild-mates or online friends.
Appreciate it if she could be unbanned.
Please do not submit multiple post about the same person. The Code of Conduct speaks againgst “petitions” and we just don’t need them. Everyone is treated fairly and everyone gets a review. No testimonials required!
Update 30 December — Part 2
121218-002117 Resolved
121219-001161 Resolved
121219-002541, 121221-000109 Resolved
121220-000004 Resolved
121220-001332 Resolved
121221-001422 Resolved
121221-002683 Resolved
121221-002788, 121222-000274 Resolved
121221-003527 Resolved
121222-000274 Resolved
121222-001090 Resolved
121222-001149 Resolved
121223-001682, 121221-001441 Resolved
121224-000787 Resolved
121224-002243 Resolved
121225-001447, 121220-002326 Resolved
121218-001773 Resolved — Account restored.
121220-000435 Resolved — please update your ticket if you wish to have your account restored.
121224-002352 Resolved; if your sister needs help, please have her submit or update her ticket.
121224-000435 Suspended for the use of a racist term but back in the game now.
121218-001256 Under review
121219-001906 Under review
121220-002691 Under review
121220-002842 Under review
121222-000350 Under review
121223-002584 Under review
121224-002521 Under review
121217-001155 Updated today
121217-002393 We need more information. Please update your ticket to answer the questions.
121219-001928, 121224-002364 You did a chargeback. This results in account closure.
121218-000496 Account closed for cheating. Will not be reinstated.
121218-000473 Account closed for cheating. Will not be reinstated.
121118-001373, 121110-000448 Account closed for Credit Card Fraud. Final Answer.
121224-000243 Blocked for RMT/Botting on multiple times; team will review but please stop sending new tickets.
121214-000931 Followed up today
121216-000826 Followed up today
121216-002529 Followed up today
121220-000341 Followed up today
121222-001240 In queue for restoration
121223-002525 In queue for restoration
121220-002781 Payment was refunded. Please reopen your ticket to discuss adding a new code, if you desire.
Update – 2 January
121214-000931 Resolved
121220-002211 Resolved
121215-002277 Resolved
121218-003017 Resolved, but I note you are having access issues. Have asked an agent to review.
121214-002039 Responded 12/30
121213-000102 Responded 12/30; agent will review your comments
121129-000113 Agent needs additional information; please update your ticket
121215-001861 You have purchased FOUR fraudulent codes from unauthorized sellers. We cannot continue to release this account; please discuss with Support.
121214-000225 Fraudulent code. Please contact your seller to get a refund. If you acquire a new, legitimate ecode you may apply it to your account.
121213-002054 Fraudulent code. Please contact your seller to get a refund. If you acquire a new, legitimate ecode you may apply it to your account.
121217-001136 Account was released (after refund) so you may add a new code
121216-000826 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121220-002781 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121215-001752 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121221-000404 PayPal glitch; charges were refunded. You may add a new code to the account.
Update: 2 January – Part 2
121214-002326 Resolved
121218-000324 Resolved
121218-000407 Resolved
121218-000610 Resolved
121218-003017 Resolved
121221-000791 Resolved
121221-002741 Resolved
121221-003527 Resolved
121222-000350 Resolved
121222-001149 Resolved
121224-002243 Resolved
121224-003286 Resolved
121225-000415 Resolved
121225-001447 Resolved
121225-002838 Resolved
121218-000724 Resolved – Termination upheld upon third review
121220-002842 Account was released; you can add a new, legitimate code.
121221-001093 In queue for restoration
121222-003236 In queue for restoration
121220-000483 Followed up today
121220-000825 Followed up today
121220-003274 Followed up today
121224-001614 Followed up today
121225-000316 Followed up today
121226-003713 Followed up today
121228-000009, 121229-000278 Followed up today
121220-002799 Under review
121224-001289 Responded 1/01
121215-001752 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121219-000071 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
Updated: 3 January 2013
121218-003017 Resolved
121219-001325 Resolved
121222-000350 Resolved
121222-001240 Resolved
121222-001847 Resolved
121224-002243 Resolved
121226-001436 Resolved
121227-002938 Resolved
121227-002996 Resolved
121227-003051 Resolved
121227-003388 Resolved
121227-003689 Resolved
121228-000026 Resolved
121228-000266 Resolved
121228-000334 Resolved
121228-000405 Resolved
121228-000412 Resolved
121228-000598 Resolved
121228-000737 Resolved
121228-001007 Resolved
121229-000278 Resolved
121226-003713 Resolved — can you confirm?
121220-001822 Responded 12/30
121220-000825 Under review
121228-002116 Under review
121224-001614 Under review; I think you will hear back tomorrow
121225-000316 Under review; I think you will hear back tomorrow
121220-003274 Under review; ownership dispute
121220-000483 Final response sent 1/02
121218-000473 Final response sent 1/03
121214-001287 Followed up today
121223-000444 Followed up today
121223-001205 Followed up today
121217-000298 In restoration queue
121227-000326 In restoration queue
121217-002393 Please answer questions in ticket, sent to you 12/18
121228-002342 Please have your friend submit a ticket
121214-000225 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121218-002761 The credit card authorization was rejected in error; you were not charged and may add a new code to the account.
121219-000071 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121221-001792 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121227-003808 The credit card authorization was rejected; you were not charged and may add a new code to the account.
Update: 4 January 2013
121224-001614 Resolved
121225-000316 Resolved
121228-003779 Resolved
121218-000610 Resolved
121227-002938 Resolved
121227-002499 Resolved
121223-002525 Followed up today.
121227-002897 Followed up today.
121214-001287 Updated today
121223-000444 Under review; I believe you will hear back within 24 hours.
121223-001205 Updated today.
Update: 7 January 2013
121220-002842 Resolved
121223-002525 Resolved
121226-003612 Resolved
121227-000032 Resolved
121227-000065 Resolved
121227-001654 Resolved
121227-002897 Resolved
121227-002927 Resolved
121227-003051 Resolved
121229-001506 Resolved
121230-000852 Resolved
121215-003406 Resolved
121227-000798 Resolved
121227-002897 Resolved
121227-002996 Resolved
121227-003689 Resolved
121228-000190 Resolved
121228-000405 Resolved
121228-000873 Resolved
121228-003350 Resolved
121229-000188 Resolved
121229-001218 Resolved
121229-002743 Resolved
121228-001680 Resolved
121230-000914 Resolved – Thanks for your friendly note!
121230-002464 I followed up on this today
121231-000631 I followed up on this today
121230-001013 Updated 1/03
121230-000606 Updated 1/05
130101-000432 Updated today
121224-001289 Under review
121229-000721 Under review
130103-001039 Under review
121224-000369 Under review; please do not submit tickets from two email accounts
121219-001928 This charge was not reinstated or recharged; I have confirmed that you were not been charged for the game.
121219-003205 Why are we getting support requests from multiple email accounts?
121228-002771 Account ownership in irresolvable dispute. Account is closed.
Alright, Update on Guru’s case, We went back through his credit card purchases and found that for whatever reason, his GW2 Purchase was still pending. It did charge his Card however.
Charges that are pending are "money set aside’ but are not charged to the card. Only a charge is a charge. You didn’t note the ticket number, but if this is still a question and if I have not address it in later posts, please be sure to include the ticket number in each post.
Update: 10 January 2013
121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926 Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket
Posting for a friend
he is not a gold sellerTicket #130110-000485
posting for my friend BabyGrape
he was borrowing my friend gold and send it back, why he got banned? thank anet for your time.
Ticket #130110-000485
Hi Gaile Gray,
Posting on behalf of my brother. got banned because he was borrow my gold and just send it back, he isn’t a gold seller. Hoping for your reply and help
Thanks ^^GW user BabyGrape.9715
Ticket Ticket #130110-000485
And this is what you do not do, in relation to asking for help. Petitions and mass-postings slow down the process of review, and they are unfair to other players asking for help.
Someone who wants assistance may have one friend make one post about their situation, and we assuredly will review it!
In addition, this post is one day old. Please do not post in the forums until a ticket is 3 days old, or older.
hello
my friend ‘s account has been terminated due botting but he ’s not. his yunger brother was play and he ran with bot group.he doesn’t know what is bot. he just 10 years old. please help him to release his account .
user TyrZz.3751
ticket no 130110-000756
This ticket is not three days old. As the title says, please only post if the ticket is at least 3 days old. This will not be reviewed at this time.
Update: 10 January 2013
121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926 Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket
Update: 10 January 2013
121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926 Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket
Update: 10 January 2013
121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926 Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket
Update: 10 January 2013
121209-000093 Resolved
121223-002525 Resolved
121227-001925 Resolved
121228-000737 Resolved
121228-001007 Resolved
121230-000852 Resolved
121230-001590 Resolved
121231-000276 Resolved
121231-000604 Resolved
121231-002070 Resolved
121231-002140 Resolved
130101-000724 Resolved
130101-001639 Resolved
130101-001707 Resolved
130102-002242 Resolved
130102-002673 Resolved
130103-002421 Resolved
130103-002926 Resolved
121226-003145 Resolved
121217-000298 Resolved
130106-002199 Resolved
130103-003192 Resolved
130105-001314 Resolved
130107-002285 Resolved
130105-001380 Resolved. If you have future support issues, please do not send multiple tickets, as they delay the response
130102-002790 Final response sent 9 January
130103-001073 Final response sent today
121227-002254 I followed up on this today
130102-002813 I followed up on this today
130103-001985 I followed up on this today
130101-001157 I followed up on this today
130103-002367 Please update your ticket to provide proof of ownership
130104-001819 Question answered on 8 January
130105-002629 Question answered on 8 January
121218-001256 Updated 8 January; please review ticket
121230-000407 The credit card authorization was rejected; you were not charged and may add a new code to the account.
121228-003013 Unable to verify compromise after multiple record reviews; we cannot offer an account restoration
121219-001928 Under review
121231-001608 Under review
130106-000743 Your friend must submit a ticket
Posting for a friend with login issues, refrence number 130108-000250
thanks!
This is not yet three days old. As requested in the subject line and many posts, please feel free to post a follow-up when the ticket is at least three days old but not before. Thank you.
Updated: 10 January – Part 2
120829-010211, 120907-001314 Resolved
121108-002534 Resolved
121227-000326 Resolved
121227-003552 Resolved
121229-000578 Resolved
121229-003197 Resolved
130101-001639 Resolved
130102-001173 Resolved
130103-000160 Resolved
130103-000977 Resolved
130104-003318 Resolved
130106-002550, 130108-002158 Resolved
130107-002259 Resolved
130107-002285 Resolved
130103-000288 Under review
130106-002397 Under review
121229-002605 Updated today in Ticket 121229-002241
130103-001039 Updated 9 January
121228-002116 Updated 9 January
121231-001764 Updated 9 January
121230-002464 Updated 7 January
130103-001039 Updated 9 January
130103-001073 Final response sent today
121228-002342 I followed up on this today
130102-003084 I followed up on this today
130104-000376, 130104-002929 I followed up on this today
121227-002254 I followed up on this today
130103-002334 Can you check this number? I don’t pull up this ticket in the system
About 130103-000288 again.
You changed the status to under review , my friend was wondering what actualy is under review?
The by arenanet proposed possible refund?
All the “snowflake” bans
Or to actualy see his ban as an individual matter as he proposed.QAnswer appreciated.
That means I’m not able to provide any more information in this thread, but that the matter will be responded to in the ticket.
Posting a ticket for a friend here. He reply using his email to the team but so far no news from Support. Any response is greatly appreciated. Thanks!
Reference Number 130109-000469
As I have explained oh so many times, this thread is for tickets that are more than 3 days old. This does not yet qualify for a follow-up.
Update: 11 January 2013
121228-002342 Resolved
130104-000376 Resolved
130108-000426 Resolved
130107-001317 Agent responded 1/07 — you need to provide more information
130102-002813 Agent responded today
130102-003084 Agent responded today
130101-001157 Agent responded yesterday
130103-001985 Agent responded yesterday
130103-002334 Final answer was sent on 4 January
121227-002254 I followed up on this again today; I am very sorry for the delay
130108-000250 This is not a simple password request, as it appears the account was hacked. Please await an update from the team
Following up on a guild members ban. Hes been gone for awhile and has not received any news for over 7 days now. Just want to know if this could be resolved soon so he could come play with our guild again and Guild Wars 2.
His ticket number is.
130103-000131
One of my fellow Officers from my guild seems to have been banned for some reason. I would like to know if he can get his account back. He really is a good guild member and I would really like to have him back with us. Please whenever you have time look at his ticket Anet. Thanks for the game.
Ticket # : 130103-000131
Yet again, I am asking that players please coordinate, and not post multiple tickets about the same situation. If you’re discussing an issue in the game, in forums, whatever, please one of you say you will post in this thread and then do so. This was easy to spot, as the posts were adjacent to one another. But other situations have had four threads by four people scattered over a full page, and it’s really time consuming to keep opening the ticket, only to realize it’s the one you opened thrice before.
I will review this, but thanks for understanding about not putting up multiple posts about the same ticket (within the same timeframe).
Update: 14 January 2013
130105-000178 Resolved
130109-000149 Resolved
130109-000469 Resolved
130110-000485 Resolved
130111-000283 Resolved
130111-000598 Resolved
130111-000772 Resolved
121203-001236 Not an account issue.
121227-003320 I followed up on this one today
130103-000131 I followed up on this one today
130103-001729 I followed up on this one today
130103-003231 I followed up on this one today
130104-003318 I followed up on this one today
130109-000140 I followed up on this one today
130109-000300 I followed up on this one today
130110-000278 Final response sent 10 January
130108-001210 You have not provided proof of ownership; please update Ticket No. 121223-000689
130109-002425 Under review
130111-000362 Under review
“130105-000178 Resolved” – False
This account has not been “Resolved”. This is my husbands account. Who did you talk to because he has not gotten any emails what so ever. Is this tread fake to keep the cries of bad support down? It has been 11 days and we have not gotten an answer from anyone. If you are talking to someone the account has been compromised and you are talking to someone who stole the account.
This response was sent to your husband on January 5th:
Hello,
Thank you for getting back to us.
I have reset the Guild Wars 2 account password. Please use the following information to log in:
Guild Wars 2 Login Name: {REMOVED}
Password: {REMOVED}
To update your Guild Wars 2 password to something new, login using your current information at https://account.guildwars2.com/ and follow the steps below:
1. Click on the “Edit Profile” link on the left hand side of the page.
2. Under “Change Password,” enter the current password, as well as a new password in the New Password and Confirm Password fields.
3. Click “Save Changes” to complete the password change.
Please let me know if you have any other issues or questions!
Please ask your husband to check his Spam and Deleted email folders, because this was sent out on that date. One concern: Could his email have been compromised? Suggestion: If he does not find this information, or feels that his email account may be in jeopardy, please open a new ticket with a different or preferably new, secure email account and apprise the Support Team about that concern. If email security is fine, he can update the ticket through the support interface.
And no, this forum thread is not fake. I’m pretty sure I prove that every day.
My ticket is 130113-001821 and yes this is my account and yes this my my CC i want this fixed now .
How dare you do this to me , i will NOT fill out any of the stuff you want me to on that, restore my CC so i can buy the stuff i want .
Just because someone thought this was a good idea i want this fixed i have spend hundreds on this game money is not a problem with me.
But doing this to me its like attacking my credit score which to me is very very important i want this fixed and again i will NOT fill out the information they sent me i feel i dont have ,you guys screwed this up and can fix it yourself and it had better be fast.
I really like this game but will leave over this and never play another one of you games again.
I hope by this post you can tell i am mad !!!!
An agent responded today and I think you’ll be reassured by the message that he sent. This absolutely will not affect your credit score! There is an internal system that was developed to provide a level of protection for accounts that make significant purchases. (One protection is against someone making unauthorized purchases, like a child using his/her parent’s credit card and running up a bunch of purchases.)
I want to say that — as a player and a consumer — I totally understand your confusion about this. I am going to discuss the process with some team leads to learn whether there’s a simpler way to allow you to move forward with your desired purchases in a way that still prevents mis-uses on other accounts. But the process that the agent described seems sort of painless to me, and it’ll get you where you want to be, albeit with you taking a bit of extra time to manually input the CC number.
I just had to respond because you were worried about things that would concern me, too, and I sure wanted you to know all was well from a consumer/credit rating standpoint. The limits are internal and are not at all related to you, your card, your rating, anything like that. And I also wanted to thank you for your support of the game!
Update: 15 January 2013
121220-002799 Resolved
121224-001289 Resolved – thanks for updating your ticket.
121227-002254 Resolved
130104-003318 Resolved
130111-000362 Resolved
130111-001903 Resolved
130112-000282 Resolved
130109-000300 Resolved
130109-000140 Under review
130106-002397 I followed up on this today
121219-001928 I followed up on this today
130101-000432 Agent responded Jan 7
121227-003320 Agent responded today
121227-002593 Agent responded today
130105-000178 I updated today in this forum thread
130113-001821 Agent responded today; I also wrote a note in this forum thread
121203-001236 Forum moderator responded today
Updated: 16 January 2013
130104-000818 I followed up on this today
121227-002593 I followed up on this today
121219-001928 I followed up on this today
130106-002397 Thanks for your update; the team will review it
130104-003085 Final response sent yesterday
Hi, my reference number is #130112-000264.
The agent sent a request for more information 5-6 days ago. Please update to answer the questions so that we can verify ownership of the account. Thanks.
Update: 18 January 2013
130109-002425 Resolved
130109-000300 Resolved
130109-000140 Resolved
130106-002397 Final response sent yesterday
130104-003085 Final response sent yesterday
130103-001729 Agent responded yesterday
130106-002397 Final answer sent today
130103-000288 Final answer sent today
121219-001928 Final answer sent yesterday; the account cannot be released or reenabled.
121117-000122 Final answer sent today
121227-003320 Final answer sent 1/15
130103-000131 I followed up on this again today
130103-003231 I followed up on this again today
130104-000818 I followed up on this again today
121227-002593 I followed up on this again today
Update: 21 January 2013
130118-000360 Resolved
130118-000215 Resolved
121109-000541 I followed up on this today
130105-002862 Under review; thank you for the detailed report
130106-002397 We have no control over this, as it was a charge-back. I’m sorry but we cannot release the account.
121222-000291 Final answer sent 1/20, and it was explained that we cannot release this account, since it was involved in a charge-back. You are welcome to start a new account, but this one is permanently terminated.
Hi Gaile, I told my friend that he would have to make a new account however when he attempted to use the second serial code he bought to register (which he paid for and the charge was not denied like how the account was terminated in the first place) And it gave him the error “Serial code already registered” when he entered it in. In your reply I was under the impression that the account is banned as the first serial code is no longer valid and he should make a new account and the second code would work. I’m not sure how your systems would say that two codes would be registered to the banned account. Can you see about releasing the second code that was purchased or refunding the money? The order number is 31099385 for you to look it up.
This is something that your friend needs to continue to discuss with Support. It sounds like something they’ll need to research from the codes on up.
Update: 24 January 2013
130122-000013 Resolved
130104-000818 Resolved
130119-001946 Agent responded today
Update: 29 January 2012
130107-002285, 130125-000659 Resolved
130121-000041 Resolved
130121-001351 Resolved
130124-001151 Resolved
130125-000010 Resolved
130125-000092 Resolved
130125-000113 Resolved
130125-000607 Resolved
130125-001038 Resolved
130125-002260 Resolved
130126-000663 Resolved
130126-003031 Resolved
130127-000083 Resolved
130127-002255 Resolved
121228-002364 This was resolved last November. You were never charged for the game, so no refund is due you.
130127-000208 Under review
130127-001362 Under review
130119-002283 Under review; please continue to discuss with reviewing agent.
130125-000372 Under review; please continue to discuss with reviewing agent.
130128-000440 Your friend was suspended for a chat violation
130125-002095 Agent responded 1/28
130127-000357 Agent responded 1/28
130122-001149 Final answer was sent to your brother in December; will not be responded to again.
130123-002266 I followed up on this today
130127-002255
While technically resolved, it does nothing to answer my question. I have access restored to my account, but I don’t even know why I was banned. I don’t even know why it was restored.
What happened? How can I make sure it doesn’t happen again? I didn’t even get an apology for the interruption of service.
From what I’m seeing the extensive notes involving your account, it appears your account was compromised. We retrieved your account from the control of a hacker and returned it to you. I do not feel that an apology is called for, since we were not at all involved in nor responsible for the fact that the account was hacked.
I’m glad that you’re back in the game. You’re welcome to discuss this with the team via the ticket if you have additional questions.
Appealing to response to “130122-001149 Final answer was sent to your brother in December; will not be responded to again.”
Dear Gaile,
I find it ridiculous to ban my brother’s account for sending me 30 gold. In the December, he was helping our guildie to craft a legendary weapon and supported him with some gold to buy materials. This is a gesture of giving a friend an e-Christmas gift during Christmas. He was then maligned for gold selling and banned for the 1st time. We verified with proof of purchase and testimonials that he is NOT a gold trader. It was then cleared that he did not break any of your clauses such as ‘engaged in gathering items to be sold for cash or other items with real world value.’
2 weeks ago, he sent ONLY 30 gold to help me on crafting 2 runes and got banned. I even returned him some gold right after I run a few runs of raids the next day. Does this break any clauses of ‘engaged in gathering items to be sold for cash or other items with real world value.’ at all?? Why is he banned again???? Please check the game log to verify.
Support ticket#: 130122-001149
Account name: Saban.1986
That is not why the account was terminated. As your brother was told back in December in Ticket 121212-000003, multiple flags point to RMT; no single transaction caused the account termination.
I will ask the team to review, but I pray this is not a waste of time.
Hi Gaile,
it’s been two days since I’ve posted here (130127-001362) to get your attention, and I’ve received an automated message in my support account which doesn’t make any sense…
Does that mean I just need to wait little longer?I really don’t understand why it takes too long to get my account reinstated… I have never engaged in RMT and only incident I received gold from another player was my brother…
Two days ago, this ticket would have been only 1 day old, not 3 (as the thread requires). Having looked at the ticket just now, I see that it’s confusing about whether you’re asking for yourself or your brother. I noticed that you have written a response, and I will ask the team to give that a look and review the other notes that you submitted.
130127-002255
130127-002255
While technically resolved, it does nothing to answer my question. I have access restored to my account, but I don’t even know why I was banned. I don’t even know why it was restored.
What happened? How can I make sure it doesn’t happen again? I didn’t even get an apology for the interruption of service.
From what I’m seeing the extensive notes involving your account, it appears your account was compromised. We retrieved your account from the control of a hacker and returned it to you. I do not feel that an apology is called for, since we were not at all involved in nor responsible for the fact that the account was hacked.
I’m glad that you’re back in the game. You’re welcome to discuss this with the team via the ticket if you have additional questions.
This is preposterous. My account wasn’t hacked. When you disabled the account for being hacked – it was actually ME playing in WvW.
If my account HAD been hacked, all of my gold, high level ores and what have you would have been sold. If someone had tried to access my account other than me – I would have received an email that xxx was trying to access from xxx (which I did back in October and since changed my password) – but since then I did not.
Your system is faulty. I wasn’t hacked.
The notes on the ticket indicate access from China and Taiwan and two email changes. Please do be aware that not all hacked accounts are stripped of goods. However, I asked the team to look again and I believe they’ve reinstated the account.
130127-002255
While technically resolved, it does nothing to answer my question. I have access restored to my account, but I don’t even know why I was banned. I don’t even know why it was restored.
What happened? How can I make sure it doesn’t happen again? I didn’t even get an apology for the interruption of service.
From what I’m seeing the extensive notes involving your account, it appears your account was compromised. We retrieved your account from the control of a hacker and returned it to you. I do not feel that an apology is called for, since we were not at all involved in nor responsible for the fact that the account was hacked.
I’m glad that you’re back in the game. You’re welcome to discuss this with the team via the ticket if you have additional questions.
This is preposterous. My account wasn’t hacked. When you disabled the account for being hacked – it was actually ME playing in WvW.
If my account HAD been hacked, all of my gold, high level ores and what have you would have been sold. If someone had tried to access my account other than me – I would have received an email that xxx was trying to access from xxx (which I did back in October and since changed my password) – but since then I did not.
Your system is faulty. I wasn’t hacked.
The notes on the ticket indicate access from China and Taiwan and two email changes. Please do be aware that not all hacked accounts are stripped of goods. However, I’ve asked the team to look again.[/quote]
Update: 30 January 2013
130127-002255 Resolved
130127-002358 Resolved
130128-000440 Resolved
130125-000239 Agent requested more information (to verify account ownership) 3 days ago. Please have your friend update the ticket.
130122-001149, 121212-000003 Under review
130125-002095 Under review
130127-000318 Under review
130127-001362 Under review
Hi Gaile,
it’s been two days since I’ve posted here (130127-001362) to get your attention, and I’ve received an automated message in my support account which doesn’t make any sense…
Does that mean I just need to wait little longer?I really don’t understand why it takes too long to get my account reinstated… I have never engaged in RMT and only incident I received gold from another player was my brother…
Two days ago, this ticket would have been only 1 day old, not 3 (as the thread requires). Having looked at the ticket just now, I see that it’s confusing about whether you’re asking for yourself or your brother. I noticed that you have written a response, and I will ask the team to give that a look and review the other notes that you submitted.
Oops. I’m sorry I guess this could be confusing. This is entourage.2914 writing through my brother’s account (Hanferdo.9826) since mine got banned. Thank you so much for your quick response though!
Oh sure, I understand. The team will update the ticket if they continue to find the “who’s who” confusing, and I believe they’ll be looking into this tomorrow morning. Thanks for your patience.
Update: 4 February 2013
130127-000944 Resolved
130122-001149 Resolved
130128-002238 Resolved
130130-000314 Resolved
130127-000318 Resolved
130127-001362 Resolved
130125-000010 Resolved
130201-002586 Resolved
130131-001893 Final response sent 02/02
130130-001372 Agent responded 2/3
130131-000640 Agent responded 1/31; unable to duplicate bug or replace gold
130127-000208 Agent responded today; your friend’s account has been compromised; please have him follow the steps provided by the agent in the ticket response.
Netcatcher.7214 Please provide a ticket number so I can assist you
Attention: The Forums Code of Conduct expressly prohibits petitions. That includes people posting valueless posts with testimonials on behalf of another player.
ONE forum member may post here to ask for a review of a friend or family member’s ticket. Multiple posts are unacceptable, and must stop. I have just wasted time, and our moderator team will now need to waste time, dealing with a number of off-topic posts. Folks are not reinstated because their friends ask for it; they are reinstated because they are innocent of wrong-doing and that is determined based on the facts, not the numbers of pleas submitted on their behalf. The outcome of appeals will be determined fairly, without any input from petitions, testimonials, or other “contributions” from third parties.
Thank you for understanding, and I expect to see no further posts here or elsewhere about 130206-001636.
The issue my friend has means she can no longer post on the forum so here I am instead and it has been 3 days.
[Incident: 130204-001927]
It looks like her account got compromised, and thus accused of RMT by whichever pest got in to it. I saw 2 Accepted IP addresses which have nothing to do with her. The only locations relevant to her are in Denmark (DK) So it was probably both of those. (we also removed these to hopefully stop more damage)
She has now Scanned for viruses, changed passwords on absolutely everything and is formatting her computer today.
She just had her account reactivated but it’s been trashed. All items sold/salvaged etc by the little bugger who got in to it. Can she get her account restored to before it happened? We believe it was late Thursday night/early Friday morning around 1AM – 2AM.
Thanks.
Please have your friend update her ticket — the one in which she was informed of the account hack and reinstatement — and she can discuss the possibility of an account restoration with the team.
Update: 4 February 2013
130127-000208 Agent responded today; your friend’s account has been compromised; please have him follow the steps provided by the agent in the ticket response.Hello! I finally had my account restored yesterday, although it was restored to the point that it got banned. Once the ban was re-lifted, I logged on to of course find it in the state that I had it when I got it back the first time. Is there any earlier point it can be restored to?
Please update your ticket to discuss this possibility with a support agent.
Ticket number: [Incident: 130208-000025]
Please Review: [Incident: 130208-000077]
Review: [Incident: #130208-000441]
These are all about one day old. You are not giving the team a reasonable amount of time to handle these issues.
Do not post in this thread, or in the forums, until it is at least three days old or older.
Posting for a friend Brent.8521 : Wrongful Ban [Incident: 130205-000500]
02/04/2013 11:18 PM
I was in cursed shores AFK getting some food real quick. When I came back it said my account was terminated for “engaging in or assisting with gold or item sales for real-world money.”I barely have 30 gold and if you check my mail I neither send nor recieve gold/items from anyone.
[—-001:000591:61150—-]Edit: He just got 2 emails. The first said he was forwarding it to someone else.
The next asked him for his serial code even though he gave it in the support ticket.
They also asked for his credit card info, order ID, and zip code.
They really need all this?
His account is banned so he can’t log into the support site to edit this ticket.
He emailed them back, will they get the info that way??
His support account is separate from his game account. He can log into the support account just fine.
This is a guild member, non- of the Philippine Heroes uses bots or any third party program. You guys might need to fix your anti-botting system.
Ticket #[Incident: 130206-000630]
This is, as the player states in his ticket, just two days old. Please post again in 24 hours of more if he still needs a review. It is important to allow the team to work through a ticket before posting to ask for a review.
Update: 8 February 2013
130131-001893 Resolved
130203-002158 Resolved
130205-000500 Resolved
130204-001927 Player has been asked questions intended to verify account ownership
130206-001636 Under review; all further posts will be removed and their posting may delay the resolution of this ticket.
Gorillafactor.3178 I need the 12-digit Incident Number
Update: 11 February 2013
130208-000025 Resolved
130208-000046 Resolved
130208-000104 Resolved
130208-000210 Resolved
130208-000068 Resolved
130208-000073 Resolved
130208-001579 Resolved
130208-000079 Resolved
130208-000244 Resolved
130208-000284 Resolved
130208-000315 Resolved
130208-000357 Resolved
More to follow later today.
Update: 11 February 2013 – Part 2
130206-002199 Resolved
130207-001034 Resolved
130208-000042 Resolved
130208-000077 Resolved
130208-000079 Resolved
130208-000106 Resolved
130208-000210 Resolved
130202-000522 Resolved
130206-001562 Resolved
130206-002105 Followed up today
130206-001022 Final answer sent today; please ask him to stop submitting tickets on this issue
130208-001830 You friend was using a hack; the account will remain closed
130131-000640 We have been completely unable to duplicate this issue. I have followed up to see if there is anything more to relay.
I was suspended for 3 days on the grounds of a naming violation. I’m totally fine with that, and the ban is already up at this point. My real issue is that there is no way to change my offensive name without deleting my character. If I hop on my necromancer, I’m sure I’ll just be suspended again for another 3 days.
Would you help me change my character name? I already created a ticket on the arenanet support department, but I haven’t gotten any response or help from them. The link to my ticket is https://en.support.guildwars2.com/app/account/questions/detail/i_id/10696970. It’ll explain the issue fully if this isn’t enough.
Thanks so much!
You should be able to access the character and change the name. In fact, you should be required to do that. You will not get flagged again because you won’t be entering the game until the name is changed to an acceptable name.
If you find that you are not given the option to rename, please provide me your 12-digit ticket number. (The link does not work for others; it’s individual to you.)
I don’t know if it is the right topic to put my problem in. Had a blocked account, flagged as a fraudulent charge and so on blah blah. Long story short i have new code, and Suzanne from NCsoft Payment support wrote: “At this time, we have reviewed your account and have decided to release the account to you. The serial code has been permanently disabled as a result of the purchase using a fraudulent credit or debit card or stolen PayPal account.” and “In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account.” So as far as i understand i should be able to add new code to my existing account. Thing is i don’t see this option anywhere in account management. Am i looking for right thing, or should i register this code as new one, just insert my old account data? Thanks in advance!
What this means is that you use the Register page to add a new serial code. Try this page for instructions: https://en.support.guildwars2.com/app/answers/detail/a_id/9054
If you’re not able to do that or have further questions, you’re welcome to update your ticket and an agent will help.
Update: 13 February 2013
130209-000455 Resolved
130208-001009 Resolved
130208-002149 Resolved
130208-000077 Resolved
130208-000716 Followed up today
130208-000104 Resolved
[130208-001830 You friend was using a hack; the account will remain closed]
this is wrong, you need to look into this alittle further.
I play with this guy daily, and he does not hack… he lags out alot (and we all get to hear about it on vent), but otherwize it would be nice if you elaborate alitte on how you came to the conclusion that he was hacking… he hardly wvw’s, doesn’t have a legendary, and dies pretty regularly on our dungeon runs.
Please let us know what’s up, or at least let him know… we have a guild waiting for our officer to come back.
Your friend should continue the discussion in his ticket. Certainly the agent can take another look at the data, and if there was an error the account will be reinstated. I feel that would be the best route, rather than us discussing the nuts ‘n’ bolts here. Thanks for understanding.
Ticket Number: #130210-000812
Me and my girlfriend stopped playing Guild Wars 2 around the start of January, maybe mid. We tried to get back into the game but every password we used for her hasn’t worked. We tried to ‘reset’ the password but no emails go through or I get the common “Error Contact Support” when trying to reset. Please can you manually reset her password or something? Been waiting 3+ Days. :< Thank you.
I am not sure yet, but when I checked the ticket it looks like it was closed. I just reopened it and assigned it to the team who will help you. I am sorry for this, and I’ll follow up to make sure it’s attended to.
hello, my account was locked for some reason I do not know. Always when I would log another ip had said that I would give logged into my email to authorize dai ta umdia appeared that blocked what do I do?
This thread is for following up on tickets already submitted to Support at least three days ago. I think you need to submit a ticket. Do do that,click here and then go to “Ask a Question” tab on that linked page. Fill in the form and submit it; the team should be able to assist you.
Ticket number: #130212-000977
Updating e-mail…
Support responsed on the 12th asking for information that will verify ownership of the account. If you or the player could please respond, that will get things moving forward.
my account was hacked and i cant get into the game . it says i was involved in money trading and i havent even been on for a while. please tell me what i can do to start playing guilkd wars 2 again. thanks.
First you need to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post.
If you find you still need help after three days, feel free to post in this thread and I will look into the matter. Normally, you will be helped in <24 hours and will not need to post here.
Update: 18 February 2013
130210-000812 Resolved
130212-000977 Resolved
130203-000898 Resolved
130212-000892 Followed up on this today
130210-000522 Followed up on this today
121222-001887 Please review your ticket on the Support Site; you need to respond
130217-001702 It appears you did charge backs related to this account, and therefore it was closed. If you wish to continue to discuss, please update your ticket.
130208-000477 Under review by forum team
130213-001343 This appears to have been resolved on 2/13. If someone is still having difficulty, please ask him/her to update the ticket.
Update: 26 February 2013
130219-002031 Resolved
Mohfak.3061 Please submit a ticket through Support
130222-000214 This account was involved in account theft and the ownership is very much in question. This is not something I can assist with. You can continue to discuss with Support, but their evidence looks pretty conclusive.
130221-000420 This account was involved in account theft and the ownership is very much in question. This is not something I can assist with. You can continue to discuss with Support, but their evidence looks pretty conclusive.
130222-001178 This account was involved in account theft and the ownership is very much in question. This is not something I can assist with. You can continue to discuss with Support, but their evidence looks pretty conclusive.
Update: 1 March 2013
130226-000474 Resolved
130228-001650 Resolved
130227-000512 Asked for review today
130222-001178 Asked for review today
130221-001329 Asked for review today
130226-001538 As explained, we cannot work with someone who is not the account owner and testimonials are not of value but you friends’ tickets are being reviewed.
hey,
i cant send emails atm so i asked the support something about the forum.
130208-000477
Updated
02/07/2013still waitin for an answer :0
This is a forum issue and must be discussed with the forum moderation team.
#130306-000611
i can’t buy a gem with my credit card.i did everything but it’s still not working
This ticket is just a few hours old, and we ask that forum members use this thread for issues that have not been resolved in three days.
I note that you have received an explanation of the situation, and that appears to be as much as the team can do for you.
I’m posting for my friend because he can’t log in to the forums. He sent a ticket about a week ago.
#130223-002513
He was sent a response on February 23rd. If he did not receive that response, please ask him to check Junk and Spam folders, and verify that his email is still secure. He can update the ticket via the support website, if he desires.
Update: 6 March 2013
130223-002513 Response sent 2/23. He should update the ticket if he did not receive that reply.
130306-000611 Response sent today.
130208-000477 Send an email today to ask that you be sent a response
130227-000512 Ownership of the account(s) is unclear; CS is unable to help further.
130222-001178 Ownership of the account(s) is unclear; CS is unable to help further.
130221-001329 Ownership of the account(s) is unclear; CS is unable to help further.
Updated: 12 March 2013
130309-000603 Resolved
130208-000477 Resolved – thanks for posting!
130308-001310 Under review
130304-002028 Updated today
130309-001102 You were not charged for the game. You need to purchase the game and add the serial code to your account.
121229-001169 Final answer given in December. You have submitted a dozen tickets, but the account was closed and will remain closed.
Update: 1 April 2013
130105-002862 Apologies for the delay. I followed up today to try to get more information.
130319-001510 Ticket was updated today. Please review
130317-000431 Final answer given last month. The account will not be reinstated.
130314-000334 Final answer given last month. The account will not be reinstated.
130222-001178 Final answer given last month. The account will not be reinstated.
Dragonbon.6289 I need a ticket number in order to review this.
foxdat.8927 I need a ticket number in order to review this.
Update: 12 April 2013
130319-001510 Resolved
130328-002456 Apologies — this was closed in error! I have pinged the team leads to get attention ASAP
130411-000496 Under review
130105-002862 Asked for another review today
130319-000656 Final answer provided March 29th. The account will remain closed
130404-001167 Final answer provided April 8. The account will remain closed.
130404-000654 Final answer provided April 8. The account will remain closed.
130327-001576 Final answer provided April 3. This account is closed due to disputed ownership. It will remain closed.
130405-000618 As the team has explained, we can only assist the account owner.
Update: 24 April 2013
130420-000121 Resolved
130414-000780 Resolved
130411-000066 Resolved
130417-000161 Resolved
130419-001728; 130422-000366 Will be resolved today. (But please be aware that you closed the ticket; we did not do it and it didn’t happen automatically.)
130417-000325 As the agent explained, this is under review by our Live Response Team
130417-000325 A full answer was given in the ticket on 4/17. I know you’re not happy with the response, but a detailed answer was given.
Update: 14 May 2014
130423-000225 Resolved
130422-001593 Resolved
130425-000409 Resolved
130428-002247 Resolved
130428-001597 Resolved
130503-000810 Resolved
130422-002287 Resolved — this was responded to in <24 hours. Please review your Support Account for the response, or check your Spam or Junk Mail folders.
130429-000143 Resolved in <3 hours. Please use this thread only for issues 3+ days old.
130428-001608 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130429-001218 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130501-001624 Resolved in <24 hours. Please use this thread only for issues 3+ days old.
130420-002476 I updated your ticket today. Again, never encourage players to submit false reports; you put your account, and theirs, in jeopardy of suspension for doing so.
130502-001992 Responded in individual forum thread.
130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner
130419-001954 You need to answer questions sent to you 5/07 to verify you are the account owner
130427-000805 Final response given 5/02. The account will not be reinstated.
130421-002737 Final response given 5/03. The account will not be reinstated.
130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner
Sorry i just read at forum now Im behind updated ..But sir as i write again my original post here :
I send a support ticket last April 28 2013 that my yahoomail was hacked i cant access it. And that yahoomail is my guildwars2 log in info. Although i can still log in at guild wars2 website and client luncher but still im worry about my yahoomail i cant access it, im doing all password recovery in that yahoomail but someone change the info inside because its uncorrect security question. I cant recieve emails from Arenanet. So i want to change my Guild wars2 email. Its been 8 days now i dont recieve email from Arenanet from my email i give in my support ticket to send the reply to me.
Pls look at my ticket number is 130428-001424
SO THE QUESTION SIR IS I DIDNT RECIEVE AN EMAIL FROM ARENANET TO VERIFY THAT IM THE OWNER because as i stated in my post my guildwars 2 yahoomail was hacked. So even if u send it to that email i cant access it..Although i can normally log in at website and play GW2 but i cant access my GW2 yahoomail. SO PLS SIR CHECK MY TICKET # AGAIN BECAUSE I PUT THERE INSIDE MY NEW EMAIL WHERE I WANT YOU TO SEND TO ME THE VERIFICATION IF IM THE ACCOUNT OWNER.
I always check my new email that i give in my ticket # where i want you send your reply to me but i didnt recieve anything. Thats why because you send to wrong or my hacked gw2 email.
Please go to the Support page (click above) and log into your support account from there. You do not need to get an email — you can read the responses there. You should also update via a NEW ticket to provide the new email address. This way, if someone has access to your old email address, he/she cannot read the conversation.
To do that, as Robert posted, go here: https://en.support.guildwars2.com/app/account/questions/detail/i_id/10921025
His ticket number is: #130516-001522
The person who was with him at the time of the incident would be happy to offer any information, as would ANY of his guild’s members.
As I have already responded to this at length, I simply want to point out that this ticket was just one day old when posted, and this thread is intended for those that have been awaiting a response for three days or more.
This issue was resolved, and the player reinstated, in <48 hours.
" 130428-001424 You need to answer questions sent to you 4/28 to verify you are the account owner "
Pls recheck my ticket number again, I didnt recieve an email because i think you sent to my GW2 email that was hacked and i cant open it in yahoomail.
Pls resend the email back again to my new email i put in my ticket # inside. For me able to reply from Arenanet about some question if Im the account owner. Thank you
The problem is, you’re attempting to change a user name for an account that we cannot establish that you own. That is why we don’t just change email addresses randomly, but send questions for you to answer. Sending them to your new address makes no sense, because we have no way of knowing whether you are the person who owns the account or the person who is trying to steal it by attempting to get us to change the user name.
It’s sad, but we must be extremely cautious and even “suspicious” of such requests, to ensure that we do not enable someone to steal another account. You need to access and answer through the support website if you cannot access through the emails. Thanks for understanding.
Update 23 May 2013
130428-001424 Resolved
130522-001292 I investigated and responded today.
130516-001652 Our agent asked for information to ensure the security of the account. Please update your ticket to answer the relevant questions.
Update 6 June 2013
130518-002179 Resolved
130530-000281 Resolved
130525-000430 Resolved
130521-001425 Resolved — I believe you have another ticket for a separate topic.
Mike.1263 Resolved
130524-000391 Response was sent 5/28
130521-002359 Response was sent 5/28
130520-000610 Response was sent 5/21 — the account was not hacked and the emails you posted as unrelated to the termination. The account was terminated for using a cheat program, a breach of the UA.
130527-001725 As you were told in the non-duplicate ticket, you were banned for using a cheat program.
Update: 12 June 2013
130607-001522 Resolved
130609-001051 Resolved
130609-000685 Resolved
130609-000708 Resolved
130605–001824 Under review
130606-000668 Account was reviewed and must remain closed.
130606-001163 Account was reviewed and must remain closed.
130607-000774 This shared account was used to cheat. Cannot be reinstated.
130607-002027 The ownership of the account is being disputed by three people. It’s likely this account was shared, resold, or traded away which put it into the dispute. We cannot assist.
Dear Gaile:
reference your post above – ticket #130609-000685 Resolved – is not resolved completely – two accounts were involved. Mine has been restored and for that you have my heartfelt thanks. However my wife is still unable to login with her account – seems no action was taken. Her account details were included in the ticket. Please help us out here so that marital bliss may be restored as well.
Each person must submit a ticket for his/her own account. If HER details are in YOUR ticket, please ask her to start up a new one. I’m sorry for the inconvenience, but it’s for security reasons and I’m sure you’ll appreciate we need to work with the account owner. Thanks for understanding and for your patience.
Thanks Gaile:
We did this – ticket is 130613-000713, if there is anything you can do to expedite it that would be great
Follow up for my friend’s ticket #130612-001027.. Hoping for your swift response..
As the topic says, this thread is for issues that have not been resolved in 3 days. This thread — indeed this forum — is not intended for use to expedite an issue. The first ticket was submitted today (although I know you were following up on older tickets related to another account.) The second ticket is less than 24 hours ago.
Please give the team time to analyze these and offer whatever assistance they can.
If you still need help after three days, you may post again.
Thanks Gaile:
We did this – ticket is 130613-000713, if there is anything you can do to expedite it that would be great
Follow up for my friend’s ticket #130612-001027.. Hoping for your swift response..
As the topic says, this thread is for issues that have not been resolved in 3 days. This thread — indeed this forum — is not intended for use to expedite an issue. The first ticket was submitted today (although I know you were following up on older tickets related to another account.) The second ticket is less than 24 hours ago.
Please give the team time to analyze these and offer whatever assistance they can.
If you still need help after three days, you may post again.
Aww don’t shoot the messenger! I was just asked for a favor, I didn’t really know about the details. I should’ve asked, sorry. It is reassuring to know that the tickets really are being attended to even though there must be tons of them.. THANKS!
Hey no worries. Just tryin’ to keep things organized.
Gaile:
Sorry not trying to jump Q or anything. We have been dealing with this now for so long, missing all the good new stuff, and it is kind of confusing and frustrating working with this e-mail system where you are all the time having to try and guess what might be going on and no real explanations are ever offered. You sound like you genuinely have a handle on this stuff though and get results. Our incident involved a group of players and of that group every body has been fixed except the one person for whom it matters the most. If it is my fault because I did not do things in the approved manner then all I can say is my intentions were to try to save a lot of duplication.
My apologies.
No problem at all. I agree that under these particular circumstances, we want to get to this now, so I’ve asked for attention this afternoon.
UPDATE: 14 JUNE 2013
130613-000713 Resolved
130610-001205 Resolved in Ticket 130610-001348
130609-000685 Resolved
130605-001986 Final response sent 6/11
130611-000856 Final response sent 6/11
130612-001027 Final response sent 6/14
130601-000136 Need to verify ownership of account. I re-sent the response that the team sent to him on 31 May. He needs to answer the questions they asked and they will help him.
UPDATE: 14 JUNE 2013
130601-000136 Need to verify ownership of account. I re-sent the response that the team sent to him on 31 May. He needs to answer the questions they asked and they will help him.Hello,
Just spoke to him. Seems like he is not getting any e-mails from GW2 Support Team (there were none even in spam box), but he got 2 surveys: first on 3rd June and second on 4th June, both from [email protected]. Could it be caused by some strange filters on mail services? Is there any other way to contact and verify ownership?
Big thanks for quick answer
Best Regards,
C.
I just sent him the email myself. Tell him to check Junk and Spam. Some email providers blocks our mails. Make sure his email is secure and still in his sole possession.
If he still doesn’t see it, have him email [email protected] and be SURE to mention the ticket number.
Thanks so much Gaile.
Wife all happy again, me getting some peace.
/genuflect
Sooo glad we could help you, and again, apologies for the delays.
To those asking for changes to the Display Name: There are very good reasons why we do not offer the changes as a service at this time. It’s important in any game — and especially in an MMO with the high number and visibility of player interactions — to create a “personal history” for an account. I don’t mean your in-game “personal story” but a history of your account as viewed in the game.
If we allow changes of display names, a person who has been harassing another player will be hidden from that victim’s sight. A person who has built up a reputation for cheating, or botting, or doing other breaches of the UA, becomes invisible to those players who were aware of the issue and were awaiting action on the matter. Several other factors of “individual accountability” can be negated by simply hiding behind a new display name.
I take on board things like typos in making a name. But assessing the difference between a change and a correction can be difficult, and at this time, we’re holding firm on the “no changes” policy. There are two reasonable exceptions:
Some of the same arguments about display name changes also applied to character names, but as you know, we made that option available when the feature could be properly developed. At some point we may make a feature available that allows a player to change his/her display name, but if we do, I am confident it will take into consideration all the risks of those changes, and address them effectively.
In the meantime, and with all due respect, we will decline to change display names unless they involve one of the two exceptions cited above.
Update: 25 June 2013
130620-001492 Final response sent 6/22
130615-000609 I responded in this thread on 621
130616-002286 Support asked for more information on 6/16. Please update your ticket through the website or email.
Pinky.1859 I need the 12-digit support ticket
Hello,
Once again going to refresh ticket #130601-000136. Still no answer, no info about my previous post (https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/73#post2255690). It is about month now since ticket were made and it is still not solved ;( I know it neither your fault nor my friends, but some help would be nice.
Best Regards,
C.
I responded on June 13th. The team responded on on May 31st. Here’s the link to my post:
https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/79#post2215250
We must verify that you own the account, so please update to answer the questions in the ticket. Please check your Spam filter, because sometimes the survey isn’t filtered by your mail sender, but the answer to the ticket IS filtered. And yes, it’s frustrating!
An agent is going to send this to you right now. Please look for it in your Spam Filter, Junk Mail, and any automatic blocks that you may set up, because we truly are trying to help.
I just posted another ticket the number is #130626-000375. Please take care of both problems because i am really tired of it.
Cheers,
Pinky
This forum is for tickets three days or older. Please feel free to post if you do not get a response in three days, but this ticket is just a couple of hours old. Do be aware that items purchased may take up to 24 hours to arrive, particularly after a new build with new items available for purchase. Thanks.
Updated 07 July 2013
130625-003163 Resolved 6/28
130627-003697 Resolved 7/03
130627-003913 Resolved 7/04
130626-000469 Resolved 7/4
130626-001168 Under review
130627-001129 A response was sent the same day the ticket was filed. She needs to update the ticket, as she has not established ownership of the account. If she did not see the response, check “Spam” and “junk mail” filters.
130626-002997 Account will remain closed; this was not impacted by the jumping puzzle issue but was involved in other disallowed activities.
130625-003033 Account will remain closed; this was not impacted by the jumping puzzle issue but was involved in other disallowed activities.
130620-001492 The account will remain closed. There is nothing more to say.
130531-001982 The account will remain closed. There is nothing more to say.
130624-000936; 130627-001873 When as account is terminated, we do not wipe it to free up names. The names are lost as part of the termination process.
Updated 8 July 2013
130705-000102 Your friend needs to answer the security questions and the team will help.
130614-002358 Under review. We’re taking another look.
Ticket #130701-001031. They updated the ticket and moved it to a new team on 7/1/13 but I have never received a response from it.
It has two responses just today. Can you please let me know if you do not see them? Check your Junk Mail and Spam filters, if you’re reading via email. Sometimes they get filtered.
Ticket #130701-001031. They updated the ticket and moved it to a new team on 7/1/13 but I have never received a response from it.
It has two responses just today. Can you please let me know if you do not see them? Check your Junk Mail and Spam filters, if you’re reading via email. Sometimes they get filtered.
Gaile, they responded after I posted in this thread.
Good, then I assume this is has received a resolution/ final answer?
Update: 22 July 2013
130707-002429 Resolved
130712-000965 Resolved
Jeigh.8637 Resolved
130705-000728 Agent responded to you on July 5th. We can help you, but you need to read the response and follow the instructions.
130705-000302 Question answered July 4: We are unable to replace Karma.
130719-000281 We cannot replace the item that you mailed to another player. In the future, please use the Trading Post for all transactions.
130709-000067 This account was not compromised and was involved in cheating. It will remain closed.
130712-001670 This account was not compromised and we cannot offer an account restoration upon request.
130718-001933 Declined: You cheated and are asking for a reduction of your termination to a one-month suspension. That is not something we will do.
130711-000509 Declined: As has been explained in many tickets you’ve submitted, the account will remain closed. Please do not submit additional tickets.
Update: 01 August 2013
darkzero.2197 Thank you for letting us know your issue was resolved.
130728-000191 As explained, this is a known issue, and while we apologize for the situation, we have no new information about it now.
130721-002128 As explained by our agent, the devs are looking into a way to correct this issue.
130709-000067 Declined: A compromise in April is irrelevant to the account owner’s illicit activities in June. The account was not compromised at the time of ban. It will remain closed.
130711-000509 Declined: As I have relayed in the past, the account termination has been upheld and will not be reversed. (No, the account was not hacked at the time of the incident.)
130720-000751 Declined: This account was involved in a network of scamming and will remain closed.
130725-001590 Declined: This account was involved in a network of scamming and will remain closed.
130719-000281 Declined: As the agents have explained to you repeatedly, we cannot replace items lost through private trades. Please use the Trading Post in the future.
130728-000130 Declined: Detailed response sent in Ticket No. 130718-002180. This account was either shared or resold. It will remain closed.
Update: 13 August 2013
Please note: A lot of people are using this thread to argue with support decisions on behalf of a friend or family member. That is not what this thread is intended to offer. Once you have been given a response, do not continue to ask for further reviews, just as the player involved should not continue to submit tickets.
130805-001971 Agent asked questions on 12 August and player need to respond so we can resolve this.
130802-000812 Resolved
130806-002194 Resolved
130809-001032 We apologize for the time needed to resolve this ticket. We hope to have an answer for you shortly.
130807-000073 We are unable to verify ownership of the account. Please respond with answers to the agent’s questions
130808-001812 We are unable to verify ownership of the account; the info given is very skant. I suggest your friend provide more info to prove he owns the account, as multiple people appear to be claiming it.
130728-000943 Declined: This account was involved in a network of RMT and will remain closed.
130731-000792 Declined: Botting. Will not be reinstated.
Elendear.9281 Please submit a ticket if the suggestion in this thread did not resolve the matter for you.
Update: 15 August 2013
130815-002367 Resolved
130807-001101 Under review today
130812-001305 Under review today
130811-001999 Research concluded and response sent yeseterday
ImagoX.4718 I cannot find a ticket from you since 2012. Please have your wife submit a ticket from the email account associated with her GW2 account and the team will be able to help her.
I submitted a ticket about 7 days ago to have my email changed. I listed all the information needed for the email change. Please respond soon.
P.S You guys really need to add the option to change email addresses in the account page. The system you have in place is beyond fail.
If a feature isn’t added, consider that there may be security reasons that prevent what looks to the average person as a “simple option.” Attempts to change the log-in name on an account are a significant flag for us, as it is often an indicator of a hacked account. Please consider the sensitivity of the process and allow the team to handle each request, properly and conservatively.
You have not provided your ticket number here. That is essential for a follow-up.
Update: 22 August 2013
130728-001745; 130810-001793 A response was sent the same day both tickets were filed. He needs to update the ticket to prove ownership of the account, necessary for security reasons. If he did not see the response, check “Spam” and “junk mail” filters.
130812-001066 Agent updated on 8/20 — is this still an issue? If so, please update the ticket.
130807-001101 Resolved
130812-001305 Still awaiting a response (message sent 8/16). The GM would like to see the error message to figure this one out. Thanks.
130805-001971 Agent asked question on 8/12. We’d like to help — could you please update the ticket?
130809-001032 We’re awaiting input from a dev about this one but we’ll answer as soon as we know more.
Update No. 1: 28 August 2013
130705-000302 Resolved
130807-001101 Resolved as confirmed by customer on 8/26.
Animosity.3069 Resolved. Never got the ticket number, but I’m glad this is ok.
130823-000810 Agent resolved with a reset on 8/24. Please update the ticket if you did not get that response.
130825-000859; 130825-000890 We do understand the issues: You made errors and want them reversed. Unfortunately, we do not have the tools to do that. I am sorry that you are unhappy, but we are not able to help you, it’s really that simple.
130624-002583 As explained, we cannot verify, despite several tries, that you had the item in question. Therefore, we are not able to assist you with this item replacement request.
Update No. 2: 28 August 2013
Ticket Numbers
130814-002128
130807-000572
130811-002448
130811-000585
I want you to know that we all agree that this is a long-term issue that we need to address. If you answered the questions in the ticket sent to you on 20 August, we will make resolution of these issues a priority and hope to have each of them resolved in the very near future.
If you did not respond to that ticket, or if you can provide more information, please update your ticket. That will not lose your place in the queue.
We apologize for the delay in addressing this issue (which for those of you not involved is tied to a rare issue with in-game mail deliveries) and we are making this a priority tomorrow morning!
Review: 5 September 2013
130807-002617 Resolved
130830-000272 Resolved
130829-000332 Resolved
130826-002489 Resolved
130830-002231 Resolved
130831-000011 Resolved
130624-002583 Resolved
130827-000961 Resolved
130818-001058 Resolved
130901-002357 Resolved
130831-002544 Resolved
130831-002144 Final response sent 9/05
130811-002521 As the agent asked on 12 August, we need you to update your ticket if the items are still missing.
130830-001244 Known issue — under review
130816-000393 Forwarded for review
130814-002128 Forwarded for review
130901-003145 Under review
130902-001255 Under review
oshik.3041 Please submit a ticket to support
Update: 10 September 2013
130814-002128 Resolved
130816-000393 Resolved
130903-002480 Resolved
130906-000669; 130907-001953 Resolved in Ticket 130907-001953
130905-001893 Responded today
130901-002888 Responded today
130902-000442 Final answer 9/07
130831-002144 Account overship verification needed; please respond to the ticket
130904-001402 Account involved in disallowed activities and was not hacked. Request denied.
130907-000104 Under review
130907-000131 Under review
130907-000297 Under review
130907-000374 Under review
130902-000562 Account is in ownership dispute; it will be reviewed and resolved as quickly as possible.
Update: 20 September 2013
130903-000476 Resolved
130914-000662 Resolved
130907-000374 Resolved
130907-002434 Resolved
130910-000360 Resolved
130911-000317 Resolved
130911-001705 Resolved
130912-001114 Resolved
130908-002273 Awaiting reply from you. I appears you were going to update on 9/13
130904-001404 Followed up today
130907-000104 Followed up today
130907-000297 Final response given 9/16
130907-000659 Final response given 9/13
130904-000132 Final response sent today
130914-000094 Response sent today; please review and follow the steps outlined
130917-000380 Responded 9/17 — I believe that may have resolved the issue?
130917-001447 Under review
Update: 20 September 2013
130904-001404 Followed up todayIf you are saying they replied to my ticket today, you are mistaken.
Last response is still 09/11/2013 08:07 PM, just about 9 days ago. I refreshed, logged out, etc.
No, sorry if that was unclear. That means I followed up with the team on that day to try to move the ticket along. I looked again and the ticket is in active status and I saw an email about it. I believe you will have an answer within the next 24 hours, probably sooner. It has taken a while and we apologize. The ticket was reassigned and as I said, should be fully resolved very soon.
The account was given back to me, as it should have been.
No, it was given to you in error, an error that was explained and rectified some time ago. Through more than twenty five (25!) support responses across multiple tickets, and after a full response to a BBB complaint as well (and I just updated that an hour ago), we have tried to explain that although you purchased the account, you gave it to another individual who registered and played on it. The registrant is the account owner, no you. This is not your account and we will not give it to you; we will not give you a new serial code; we will not issue a refund for a year-old account.
In your most recent contact, you made rude and threatening comments — and not for the first time. You bought the account, gave it to someone, and are now attempting to reclaim it, as is he. That is not the way things work and due to the complex claims and counterclaims — all of which have some degree of merit but none of which is conclusive — the account has been terminated. This matter truly is closed.
My frustrated friend has pretty much resorted to spamming. So, could you please look it up and finish the ticket so that he could stop bothering me? Thanks in advance.
NO.130914-000094
I’m sorry for that delay! I have pinged the team and it is back on one of the agent’s “to do” lists now.
[Incident: 131001-000826] sorry don’t really know what section i should post this here in the forums. the support team replied and said this is beyond what they do, so i was wondering if GM’s would be the ones to approach on this? thanks a lot in advance!
This thread is for posts that have been in the system for three days or longer. This ticket is just a few hours old. However, I have read the ticket and I can confirm that we are not able to award achievement points. While we understand and sympathize with your situation, I can only state again that we cannot assist you with your request.
Update: 1 October 2013
130904-001404 Resolved
130914-000094 Resolved
130927-000385 Resolved. (Duplicate of 130927-000381)
120829-004216; 120915-003511 Resolved. Agent will send you the items in question.
130907-000104 Resolved. If you want to discuss an account restoration, please update your ticket
130924-000225 Resolved, but an agent sent a message to you on 9/25 that you should read.
130914-000605 Resolved. The agent will follow up with you to get things finalized.
130924-001129 Resolved. As explained on 25 September, the code already was registered and the item can be found on your account.
130915-002498 Agent responded 9/30. Please respond and this will be processed.
120915-003511 I followed up on this today. The reason you did not get a response is that you did not update your ticket, as is required (and explained) in the response.
130914-000398 I followed up on this today and we hope to update this ticket soon.
130822-001261 I followed up on this today and we hope to update this ticket soon.
130924-001825 I followed up on this today and we hope to update this ticket soon.
130928-001107 Agent responded on 9/28 to ask for more information. Please respond at your convenience.
130907-000659 The data and your explanation were reviewed, but the account will remain closed.
Update: 1 October 2013
130924-001129 Resolved. As explained on 25 September, the code already was registered and the item can be found on your account.
I don’t understand why you say this is resolved, i didnt give any code info still, i didnt receive any PM and i don’t have the ítem ingame :S. Also i can’t find “25 September update”. Explain me or contact me on what to do please
I asked an agent about this, and he said the code was already registered on your account. Therefore, you already received the item through registering the code. If you cannot find it, please update your ticket to ask for more assistance. (But first, check all your storage spots, including Collectibles).
130907-000659
I updated with the information necessary to clear my name from the exploit I was accused of abusing. If you double check all the crafting log, TP log and mail log you should see everything is collaborate with each other. I didn’t use any bug and exploit to gain unintended benefits. I will rent lawyer for this case, I do believe that my account has been closed unreasonably.
Similar problem had Flash.6912 “Ticket #130907-000104”
Sincerely, Heliotrop
You updated, yes. But after a review by a fraud and security investigator, the explanation was not found to have merit and the account will remain closed.
“130928-001107 Agent responded on 9/28 to ask for more information. Please respond at your convenience.”
-Gaile GrayI did respond about 6 hours after i got asked for more information on my email. As i have stated; my computer is complety clean ATM i have done 4 scans with diffrent programs and i got nothing. I also changed password on my gw2 acount, hotmail (even though i see no sign of them logging in there) and every other user i have logged on to since the hack and before. I did also download the mobile app to increase security so ATM i just want to get my profile back as it was so i can start playing again.
They havent been on my user since that night they hacked me except from something in TX which i hear is a bug
thank you in advance
-Aksel
I have asked someone to take a look. I’m sorry for the confusion, I believed that you had been asked a question about authentication and had not responded. Thanks for the update and someone will respond to that ticket as soon as possible.
(And yes, the TX location is fine — it’s one of our data centers.)
Update: 11 October 2013
130907-000104 Resolved. According to the ticket, you found your missing gold and all is well.
130924-001129 Resolved.
130924-001825 Resolved.
130819-002241 You clearly are not getting our responses. Could you please update your ticket and give us an alternative email address, so we can resolve this for you?
130928-001107 An agent responded on 28 September; please update to answer the questions. If you are not getting emails, please log into your Support Account to update.
131006-000058 One of our leads responded today. We’re very sorry for this delay and getting this resolved is a top priority.
131002-000909 Awaiting review. Apologies for the extra time.
131006-000046 Awaiting review. Apologies for the extra time.
131002-001961 Awaiting review. Apologies for the extra time.
131003-000497 Awaiting review. Apologies for the extra time.
131009-001186 The team has provided their final answer. They are not able to help in this situation.
We have had a longer delay in addressing some tickets, and we apologize for the extra time that is being taken in reviewing the appeals. Please know that we will be staffing up as of Monday and hope to have these sorted out very soon. Thanks for your understanding.
Update: 16 October 2013
130928-001107 Resolved
131006-001333 Resolved
131013-001498 Resolved
130830-001244 I have sent an email to follow up on this. I believe this still is an active bug, and we’re very sorry that is is taking a while to get addressed!
I’d like to note that I had to flag a few posts for removal. Please pay attention to the guidelines in this post and particularly those about posting “testimonials” for other players. One post please and allow us time to resolve. Thank you for understanding.
Update: 21 October 2013
131003-000497 Resolved
131002-001961 Resolved
131006-000046 Resolved
131002-000909 Resolved
131012-001515 Resolved
130830-001244 This is a long-standing bug, and we sent out requests today to try to get traction on this. I’m so sorry for the delay!
131019-000089 Final answer was provided on 20 October. The data and multiple reviews uphold the account closure.
131015-000759 I am going to follow up on this. I hope to update soon.
131012-001167 I followed up on this today and we hope to update this ticket soon.
Update 31 October 2013
131020-000610 Resolved
131022-000166 Resolved
131023-000981 Response sent on October 28. Please review and update the ticket or create a NEW ticket and reference the previous discussion.
131025-000129 Resolved
5927 Resolved. Explanation provided a couple of days ago here on the forums.
906 We did not get the documents requested. Please update the ticket to discuss with an agent
7306 We need to find a way for you to get those files to us. I am asking a lead to take a look at your ticket.
15906 Under review. Please do not make duplicate tickets.
18497 Under review; your friend should hear soon.
131006-000046 Account closed for use of a third-party program.
131007-001157 Final answer provided 21 October.
131012-000946 Response sent yesterday and I believe the team will get to this very soon. New ticket number 22808. Please post again on Monday if there’s no movement, and I am so sorry for the length of time this is taking!
131014-000836 We have not received sufficient information to establish that you own this account. Perhaps your responses are not getting through. Due to the change in support systems, please make a NEW ticket and continue the discussion.
131027-000471 Still under review.
I will review more as soon as possible.
Love you Gaile! Thank you!
Glad it sorted out, Jayne! Thanks for the update.
Updated: 1 November 2013
9845 - Resolved
18497 - Resolved
3287 - Resolved
15906, Duplicate of 15113 - Resolved
1301 - Resolved
4797 - Resolved
1171 - Resolved
9880 - Resolved
23477 - Resolved
14479 - Resolved. (I answered the question just now—he was not charged for the initial purchase attempt.) This is a duplicate of 8732. Please ask your friends to not make duplicate tickets.
21054 - Resolved. Duplicate of 16229, 8677 , and 8464. Please ask your friends to not make duplicate tickets.
13301 - Resolved. Duplicate of 16958. Please do not make duplicate tickets.
6807 - An agent sent questions a week ago and you need to respond.
131023-000981 Created a new ticket, 31392. Please respond to that ticket.
4289 - Response sent Sunday; we’re awaiting your permission to proceed but your note you did respond. Please try again — there is no response in the ticket.
6923 - Response sent Sunday; we’re awaiting your permission to proceed but you note you did respond. Please try again — there is no response in the ticket.
906 Response was sent 24 October. Please supply the requested game logs.
1562 - The system indicates that this ticket does not exist. Can you please check the number?
Hello. I need ticket #11290 looked at. I sent an email reply authorizing the action but I don’t think it reached Guild Wars 2 support.
Because I didn’t think it went through, 4 days later I submitted ticket #24141 through the Guild Wars 2 support website to follow-up on the previous ticket. I got a response back from #24141 but it was not the resolution that I wanted for ticket #11290.
Thank you!
The second ticket was responded to about 2 hours ago.
Please update the ticket in which you got the response to continue the discussion. Obviously you are getting responses, so please update and communicate with the agent assigned to your ticket.
Update: 8 November 2013
1562 Resolved
20777 Resolved
22905 Resolved
25787 Resolved
21401 Resolved
23945 Resolved
25812 Resolved
28444 Resolved
31595 Resolved
44422 Resolved
31946 Resolved
34318 Resolved
31255 Resolved
23224 Resolved — thanks for letting us know; it was nice of you to post!
14686 Resolved. Your understanding of the Naming Policy is is error. Unlike offensive names, which we act upon immediately, because the (inoffensive) names you’ve reported may also belong to others, we generally take action only upon contact from someone who legitimately owns the name.
25944 Question answered on 11/6
2191 Questions were sent to verify this account on 26 October. Could your boyfriend please respond?
22378 Also 12813 and 37616. I’ am concerned that our responses are not reaching this player. Can he create a new ticket and provide a different email address?
17427 Checking into this for you.
11290 Followed up in 31709. You updated on 1 November. I will check to see why this restoration was not done or if it was, why you did not hear back.
27094 I reviewed the request and feel that our Community Team may best be equipped to answer you, so I’ve asked them to respond. Thank you for your patience!
131016-002071 I’ve asked an agent to port your info to a new ticket, and we’ll continue to help you there.
52243 I’ve requested a review.
44813 I’ve requested a review. This was active today, but I know you still need assistance.
I’m posting two ticket numbers, though both may be for the same person. Apparently they’re having trouble with e-mail authentication. 1) Request #22378 “Account authentication e-mail”
2) Request #37616 “Account authentication e-mail”
I am convinced that your friend is caught in a cycle where he submits a ticket but never gets a response. Here is what an agent wrote him:
Thanks for getting back to us.
It’s possible that you have placed us on a block/black list. Please check your webmail and/or email client settings to ensure that “ArenaNet [email protected]” isn’t blocked. If you have blocked a similar sender, I would suggest unblocking it as it’s possible that your provider is detecting incoming mail with similar domain and is blocking those as well.
I would also suggest accessing your email directly through the email provider’s web page, and not through a mail reader (such as Outlook or Thunderbird) or a mobile device (such as a smart phone or tablet) since these sometimes do not receive messages that have been flagged as spam. Double-check your spam folder to make sure the message isn’t in there.
You can also set up a filter or “safe sender” in your mail account to prevent our messages from being sent to spam. Please set up a filter for both of the following domains: @ncsoft.com and @guildwars2.com
If your email provider does not have a safe senders feature, adding these emails ([email protected] and [email protected]) to your contacts list may also prevent them from being blocked by spam filters.
Now, at this point, I’m wondering if he needs to disable authentication. This is not a step to take lightly, and obviously we’d need to verify ownership of the account and so forth, before undertaking that step. Would you kindly ask him if that’s the option he wants to take? If so, can he respond to this ticket — #12813 — or does he have nothing to which he can respond? If he can’t respond, then have him create a new ticket — something I very seldom recommend but this is an exception — and have him let the team know of his preferences. Ask that he please include the numbers of all his other tickets, too, as a partial form of verification and as a means for us to close all of them out as we help him.
If I need to relay info, will do so, but hopefully the tips in the email from the support agent will do the trick.
Updated 11 November 2013
55942 Resolved
17427 Resolved
11290 and 31709 Resolved. (Also Ticket 24141. Account restored.)
31255 Resolved. Thanks for posting to say all was well!
49217 Also 46822 – under review. Please don’t make additional tickets. We’ll respond in 46822.
22378 I posted a long response, but the best answer may be for him to create a new email account that is not one of those that is having problems with our mails. See this thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424
50209 Please allow another day for the agent to get back to you. If you don’t hear by tomorrow evening, update this thread. Thanks.
53356 Please allow another day for the agent to get back to you. If you don’t hear by tomorrow evening, update this thread. Thanks.
131016-002071 We created a new ticket – 57477 – and an agent has sent suggestions
47791 We’re looking into this.
38263 We’re looking into this.
130830-002812 Your friend needs to submit a new ticket using the Support button at the top of this page.
I wanted to post to say that I have been asked to lead a class here at ArenaNet, and I’ve had to focus my attention on that over the last few days. Please do know that I will review this thread tomorrow and that I will get to each of the requests with an update as soon as I can!
By the way: If you requested a gem refund in relation to the change of infinite gathering tools from soulbound to account-bound status, you can count on us taking care of you, but the numbers of such requests are high. We’re delighted with the game update that fulfilled so many player requests, and we ask for just a bit more patience on this particular issue. I hate to say “The money is in the mail” but saying “The money soon will be in the mail” is spot on.
Hi Gaile. 75690 and 9271 are ticket numbers for a player that is having issues with a password reset. His original ticket was sent in on Oct. 26.
This person has submitted a bunch of ticket; with all due respect, he needs to stop doing that. The original ticket is the only “live” ticket, and he was asked for account ownership verification information in 9271. He needs to respond to that request for information. (He also needs to stop submitting new tickets; they are unnecessary and impede our ability to help this player and everyone else.)
Please ask him to review the response in 9271 and answer the verification questions. If he is not getting our e-mails, then he needs to reach out to us via a different e-mail provider and refer to ALL his ticket numbers so we can close or merge the earlier ones and help him now.
Hello to all who read this and I appreciate anyone that may shed some light on my issue.
I have submitted a support ticket for my issue and did get a response that did not help my specific issue or answer my question. I do appreciate that the response was quick, but unfortunately not helpful, which brings me to here. Any help is most appreciated..
My problem is I unequipped the bone pick and the jack-in-the-box tool on my warrior named “Ultimate Damage” and deleted that character and remade him to switch races.
I didn’t realize that those tools were soul-bound and now they sit in my personal bank to which i can not remove them unless i delete them. moments later I learned of the change in those tools going to account bound.
My question is seeing as i can not pull those tools out of my bank without destroying them is my only choice to re-buy those tools???
If you have continuing questions about your ticket, please update the ticket and discuss with an agent. This is not something that can be answered by a forum member.
Update: 19 November 2013
46226 Resolved
46822 Resolved
50209 Resolved
61568 Resolved
64666 Resolved
66314 Resolved
66769 Resolved
66791 Resolved
67288 Resolved
67628 Resolved
28444 Resolved
56101 Resolved
63003 & 59198 Resolved
64701, 64694, 78460 Resolved
69855, 74802 Resolved
79287 Resolved
49217 Resolved. (Duplicate of 46822.)
54038 & 67364 Compromise resolved. The restoration request was delayed due to the duplicate ticket and will be addressed as soon as possible.
73489 I referred this one to Tech Support.
38263 I’ve asked an agent to look at this today or tomorrow.
39321 I’ve asked an agent to look at this today or tomorrow.
71064 I’ve asked an agent to look at this today or tomorrow.
14118 I’ve asked an agent to look at this today or tomorrow.
75690, 9271, and many others I’ve responded separately to this (within this thread).
49954 Team responded on 7 November. Please update this ticket. If the response was not received, please submit a NEW ticket from a different e-mail address and refer to the previous ticket number.
69191 Under review.
79137, 81871 Under review.
73039 Under review.
75263 Under review.
67368, 86531 You need to respond to the account ownership verification questions sent to you 13 November. If you did not receive that response, submit a new ticket from a different e-mail address referencing all previous ticket numbers.
85852 This thread is for issues that have not been resolved in 3 days or more. Please allow the team time to respond to your brand-new ticket.
Note: A lot of these tickets have been delayed because people are making multiple tickets. Please update your ticket and do not make a second ticket unless you are not getting our responses and need to contact us through an alternate e-mail account.
Update: 21 November 2013
67364 – Resolved — Duplicate ticket resolved in #54038
69191 – Resolved. And I want to personally thank you for your honestly — that’s awesome!
73039 – Resolved
75263 – Resolved
76929 – Resolved
86262 – Resolved
77746 – Resolved
50328 – Resolved. Thanks for letting us know your friend found his ticket response in the Junk Mail or Spam folder.
64701, 64694, 78460 – Resolved
79137 – Agent just responded to ask a verification question.
86223- Duplicate of 79515. Agent responded yesterday to that ticket
14118 – The issue described in this ticket number does not match the description. It appears the issue in this GW2 ticket is resolved. If you submitted to NCSOFT, please follow up with them.
54549 – You requested the removal of e-mail authentication, but your account does not currently have it. Please update your ticket to better explain how we can help you.
89994, 87603 – Thanks for the info you sent. This ticket is undergoing account verification. The duplicate was closed.
91920, 130928-000894, 130810-000164 – Agent responded yesterday; please answer the queries in your ticket. As for the other two, you need to resubmit in the new system, with our apologies for the inconvenience. Please find one of the emails from the old system and copy it into a new ticket. Thank you.
Once again, a reminder: Please continue to discuss matters in your original tickets and do not make duplicates. If you need additional help, you may update your ticket simply by sending a response to that existing ticket. Thank you.
Gaile you are absolutely wrong. Request 79515 is done. As for my other request 86223, noone responded to me yet. I am still hacked, all chars naked and empty atm. Believe me i check every hour for this.
I was trusting the notes on the ticket. Will follow up, and my apologies for the error!
Update: 21 November 2013
91920, 130928-000894, 130810-000164 – Agent responded yesterday; please answer the queries in your ticket. As for the other two, you need to resubmit in the new system, with our apologies for the inconvenience. Please find one of the emails from the old system and copy it into a new ticket. Thank you.Thank you for looking into the matter.
Have answered the queries just minutes after I got them to the 91920. Somehow I think that this answer hasn’t reached back to the service desk. Can you guys check your spam filter, no pun intended? Sometimes in my experience gmail.com sets googlemail.com as senders address, that might confuse your service desk tool. If this is the case you probably has godzillion of unsolved issues due to misplaced replies from costumers… Ill try to reply to Brandon again now. But how would I know if my mails comes thru or not?
I do not see your response. I am alerting team members to check out your theory about gmail and googlemail.
In the meantime, do you have an alternate email account through which you can contact us, including the existing ticket number? I’m so sorry for this inconvenience!
Hello Gaile, I posted here a while ago and you mentioned that an agent will be taking a look at this “today or tomorrow” that was 3 days ago and now almost 2 weeks that I have submitted my ticket. Is it really that slow or is my issue not resolvable? If the latter it would be great to get a reply so I can try to solve it another way.
Again, request # 71064
Thanks.
You’re using Yahoo. As I have posted, Yahoo has known issues with our e-mails, and it’s not something we can control. Looking at the six tickets you’ve made, it appears you have sent them all from the same e-mail account, and we simply are unable to reach one another if you continue to do that. Please create an e-mail account on a different ISP and references all your tickets numbers. We want to help, but we cannot reach you!
Please could I get an update on my request #74159, whole week just passed with no answer ><.
Thank you!
We answered you on November 15th, and gave instructions on how to proceed. We have received no response from you. Please see this thread for details on some e-mail providers blocking our contacts. Please read my advice in tonight’s post.
Update: 22 November 2013
74804 – An agent mis-sent the response, but I have sent it now and it should help you. Please update the ticket if you still need assistance.
87937 – Resolved
85385 – Agent responded on on 20 November to ask for a bit of info. Please update.
96812 – Resolved today
54549 – (and about six other tickets) Yahoo has known issues. Have you considered creating a NEW email account and getting in touch, so you can get our responses?
74159 – See note about e-mail issues.
71064 – See note about e-mail issues.
86223 – Sent for follow-up.
Updated: 25 November 2013
93917 – Resolved
98860 – Resolved
91920 – Resolved
94565 – Under review
85852 – Agent responded on 18 November. I suspect you did not get the e-mail because your ISP blocked it. Consider contacting from a different ISP (e-mail provider) and refer to your existing ticket to get assistance. (You will be asked ownership verification questions, for security reasons.)
Update: 26 November 2013
85852 – Yahoo is having issues with our e-mails. I suggest you create an account with a different provider until those issues get ironed out. We want to help you, but can’t do that if we cannot converse with one another.
93917 – What a nice note! Thank you, and you’re very welcome for the help!
100959 – I just requested that an agent dive into this one and he is responding now.
Update: 3 December 2013
115363 – Resolved
100959 and 130412 – I asked an agent to review tomorrow. (Nice to see an old GW player here, too!)
120975 – I asked an agent to review tomorrow.
92026 – I asked an agent to review tomorrow.
71064 – I asked an agent to review tomorrow.
85852 – An agent responded today. Please update your ticket to provide the information requested.
83879 – The agent responded on the day you submitted the ticket, November 17. Please check spam and junk folders, and perhaps consider submitting a new ticket from a different e-mail address, referencing this ticket number.
100192 – The ownership of the account appears to be in dispute. An agent sent questions last Friday. Could your friend please update the ticket with answers?
Update: 9 December 2013
120975 – Resolved
125658 – Resolved
127434 – Resolved
128276 – Resolved
131210 – Resolved
138231 – Resolved
141882 – Resolved
100959 – Resolved (and thanks for the nice note )
131358 – Resolved. Duplicate of 118832
126257 – This does not appear to be a valid ticket number. Please feel free to post again if you can get an accurate number.
127661 – An agent sent questions on Saturday. Once we have verified ownership of the account, we’ll be able to assist you.
131272 – I asked an agent to take a look today.
134980 and 144540 – I asked an agent to take a look today.
Update: 13 December 2013
147560 – Resolved
144843 – Resolved
144398 – Resolved
148460 – Resolved
150813 – Resolved
156938 – Agent is working with you on this now.
128071 – As requested, this needs to be submitted as a bug report, it is not an account issue. You’re welcome to post in the Bugs Forum.
154562 – The team needs account verification info. You responded in a second ticket, so they’ll need to merge those, review the data, and get back to you.
138231 – The team responded on 4 December. Have your friend check spam and junk mail, and update the ticket to ask them to resend the answer, if necessary.
150891 – We are not able to fulfill your request.
149258 – Under review
M A T I A S.1067 – Please submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you.
Update 16 December 2013
119037 – Resolved
155552 – Resolved.
151112 – Resolved.
131272 – Resolved. Apologies for the delay!
145591 – Responded today; we’re still working to address the issue for you and other players.
153452 – Answered 12/11 and you have not followed up. Please do so if you still require help, but please read the details carefully, as we are not refunding ALL items, only exact duplicates.
156662 – Answered on 12/15
156323 – Checking on this.
150891 – Checking on this. Thank you for the additional details.
Update: 18 December 2013
156323 – Answered 12/17; we hope to have this resolved soon.
150891 – Answered 12/17 but I am investigating a bit further. We can’t correct the display name issue (sorry!) but I would like to know why it happened in these circumstances. I’m told that sometimes the changing display name situation gets better with time.
153452 – Answered today
159633 - So far your friend hasn’t been able to provide enough info to establish he owns the account. If he is able to do that, please have him update the ticket.
177300 – Response sent yesterday to #127815. If your friend did not get that e-mail, please have him review the “Not Getting our E-mails” thread and send an alternative e-mail address to Support.
176989 – Your friend responded yesterday and things seem to be moving along well now.
Update: 20 December 2013
176266 – Resolved in under 24 hours. Please note: This thread is for issues 72 hours and older and not for immediate follow-up.
163095 – Resolved. Thanks for providing that secondary e-mail address so we could converse with you!
156323 - Resolved. Thanks for the update!
159633 – Resolved. This was an account ownership dispute, but the account is with the rightful owner now.
171817 – Resolved.
172893 – Resolved.
174830 – Resolved.
176989 – Under review; I believe you will hear back soon.
Skylark.1274 - Please continue to discuss with Support; no no need to update in this thread. Thanks.
185007 - In the works. Sending in the new e-mail did the trick, thank you! I can see you’re progressing now, and thanks for your patience!
Update: 20 December 2013
159633 – Resolved. This was an account ownership dispute, but the account is with the rightful owner now.
Then you gave the account to the wrong guy or whoever hacked his account because I told him of this and he can’t log in. Good job Anet.
No, from everything we were able to ascertain, your friend was not the original and therefore the actual account owner. If he bought the account through us, or through a retailer, and can prove that with adequate information, have him reopen the ticket. But be aware, someone was able to provide much more information that proved original ownership and that was the persuasive element in this case.
Update: 23 December 2013
193464 - Resolved
175398 - Resolved, but I note that you have stated your account was compromised, so the team will help you with that.
178842 - Resolved
176067 - Resolved, but also reviewed and moved to the queue so that your account can be restored as well.
174352 - I responded in ticket.
174830 - Reviewed and responded to today. Please do not create duplicate tickets, but focus on your original and update if necessary.
179279 - Please read the ticket update and submit your report through the means mentioned in the e-mailed ticket update.
106997 - This ticket was marked as “solved” in November. Can you verify the number? If this IS the number, please have your friend re-open the ticket.
181617 - I asked for a review today
173846 - I asked for a review today
191699 - You have updated your ticket 13 times in 24 hours and this ticket is only a day old (not 3 or more)> Please give the team time to address this issue.
141922 - Closed for botting, twice. Will remain closed.
Update: 30 December 2013
183879 – Resolved.
180921 – Resolved.
183801 - Resolved.
192577 – Resolved.
189750 – Resolved.
194029 – Resolved.
204913 – Resolved.
196553 – Resolved.
178842 - Resolved. Thanks for posting to update me!
Lukiyano.4367 – Resolved. Thanks for posting to update me!
176762 – I asked an agent to review tomorrow.
195926 – I asked an agent to review tomorrow.
202576 – I asked an agent to review tomorrow.
192163 – I asked an agent to review tomorrow.
202590 – I asked an agent to review tomorrow.
200884 – I asked an agent to review tomorrow. (I also do not understand why that name was censored, but the team will review.)
180750 – Your account was hacked and not, as you imply, through some sort of security issues on our end. You will hear from a senior agent soon.
190643 – Please submit a new ticket via an alternative means, following the detailed instructions sent to you on 24 December
197111 – Please have your brother answer the account verification questions sent on 24 December so that we can help him.
195707 – As explained today, we believe that this account is either shared or has been resold. We cannot assist further.
183875 and 183877 (and many others) – Final Response: Stop submitting tickets. Stop making forum posts. As explained on 23 December in response to one of your many other appeals, your account was banned for botting. You did it. We know it. The account will not be reinstated, and we decline to discuss further.
Update: 2 January 2013
176762 - Resolved
195926 - Resolved
202576 - Resolved
200884 - Resolved. See, we were right about the name being ok.
202590 - Agent responded today. Please update your ticket after you’ve reviewed the agent’s suggestions.
189314 – I asked an agent to review this today or tomorrow.
192163 – The devs are investigating this issue.
210303 - As the team explained, you seem to be receiving phishing e-mails. If you wish to change your e-mail address, we’re happy to help. Please respond to your ticket with the info requested. If you are not getting our e-mails, see this forum thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
106997 - I see you made a new ticket, but I cannot see what the issue is. An agent responded on 26 November. If you did not get the response, please read this forum thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
TheGhostLP.8654 - Please provide your ticket number
An Oak Knob.1275 – We will not change a display name upon request, particularly one that was changed due to a breach of the Naming Policy.
Update: 8 January 2014
206616 – Resolved
222211 – Resolved
215135 – Resolved
207624 – Resolved
213633 – Resolved
226117 – Resolved
229492 – Resolved
219661 – Resolved
228533 – I asked for an agent review tomorrow.
228166 – I asked for an agent review tomorrow.
226850 – As previously explained, the account owner needs to contact Support. We cannot address an issue with someone else, for security reasons. Thanks for understanding.
218200 – As explained, you’ve been offered the only viable restoration date. Please let the team know if you wish them to proceed. Otherwise, the account will remain in its current state — there are no alternative options.
217896 – As previously explained, the account owner needs to contact Support. We cannot address an issue with someone else, for security reasons. Thanks for understanding.
225929 – This is still being worked on. Thank you for today’s reply.
224434 – I count 7 tickets submitted on this issue. This person should not make additional tickets because this is being reviewed, as explained in the agent’s response today.
236386 – This ticket is not three days old. Please wait at least 48 hours before posting in this thread again, if you still need assistance.
229933 – As explained, we are not able to assist your friend. From what I can see, he is not able to prove he is the account owner, which seems somewhat tied to an attempt to change the user name. In order to maintain account security we must decline his request.
231487 – An agent asked security questions on Saturday; we need to have answers before we can assist, to make sure we’re helping the account owner.
Will update later today.
Update: 9 January 2014
228166 – Resolved
237654 – A password reset was sent today. If you are writing on behalf of another person, the account owner needs to write directly for security reasons.
227267 – I asked for an agent review today.
228533 – Still under review
231988 – Still under review
237210 – Still under review
235354 – Your character deletion was the result of account sharing. As agents have explained, you are not eligible for account restoration, because we do not provide services related to an intentional breach of the UA.
229933 – Someone else was able to prove that they owned the account. If your friend wishes to dispute this, please ask him to update his ticket. (He should not make a new ticket and we cannot assist through the forums.)
244784 – An agent responded and the account owner now needs to update the ticket to answer the account verification questions.
Update: 10 January 2014
243214 – Resolved
237210 – Your ticket is in the queue and will be attended to as soon as possible. There is no email issue that we’re aware of, we’re just a bit backed up on tickets right now, and apologize for the delay.
227267 – Final Response: This has been fully answered. We are not able to refund the gems used to purchase the character slots, as you did not purchase within the promotional period.
229933 – Final Response: Your friend was unable to provide proof of ownership in order for us to help him. Conclusion: He does not own the account and we will not change the user name for obvious security reasons.
Update 13 December 2014
232347 – Resolved
237654 – Resolved. Password was reset today. Information sent to the account owner, as always.
242351 – Agent responded yesterday and awaits a reply.
228533 – This should be reviewed today. Sorry for the delay.
235962, 217881, 217896, 232743, and possibly others – An agent is reviewing this today. With multiple contacts and personal security issues, I want to be sure this is managed properly, so thank you for your patience.
243843 – I asked for an agent review today.
241165 – I asked for an agent review today.
245045 – This has been answered fully and accurately and the decision will not be changed.
227267 – I responded to your ticket. You then created a new ticket. Please work with me in the first ticket so I can understand what happened.
247685 – Your ticket will be handled in the future.
I am posting for my friend who has not been able to access his account for the last 6 days and he has submitted two tickets during that time with no followup. his ticket numbers are #241860 and #258129. His email that he has been using for the game was an email given to him in college and so the email became inactive 6 days ago. He’s trying to change to the email [[[redacted for security]]]. And his Display Name is the [[[redacted for security]]].
He has already sent the other information in the emails to your support staff
Hey Phenom,
I know you want to help your friend, and I’m sure we can get this sorted for him. But please never include sensitive information like an email address in a forum post. I redacted all that stuff, including his display name.
An agent just looked at the ticket, and it should be resolved very soon.
Hello, I filed ticket #245445 on 1/9/14 for a password reset and it is still outstanding. I have sent in all of the required serial information that was asked of me. If you could please look at it when you get the chance. Thank you.
I seem actually to be seeing at least four tickets about this. Please do not submit any more tickets, but if you wish to add more information, update your oldest ticket and leave the others closed.
Update: 14 January 2014
247685 – Resolved
241860 – Resolved
245445 – Resolved
249348 – Resolved. But I think your suggestion has merit. I think you should post it, as I know the devs are actively reading the forums very frequently these days. Perhaps place it in the GW2 Discussion Sub-forum.
228533 – Agent responded yesterday. Please let us know if you want to proceed.
242351 – Agent responded Sunday. Please update the ticket if you desire assistance.
243843 – Agent responded today. Please update your ticket with your desired action.
241165 – Agent responded yesterday.
235962, 217881, 217896, 232743, and possibly others – Final response sent today.
cerberus.1937 – Glad to have helped!
Hello.
Support does not answer 3 days.(request 255438)
https://forum-en.guildwars2.com/forum/support/account/Support-slow-work/first#post3498370
Tell your friend to stop flooding the ticket system with duplicate tickets immediately. I have asked for a review, but he must stop making new tickets now.
The team resolves thousands of issues a day. He will be helped in the order received.
Update: 15 January 2014
244784 – Resolved
255438 – Your friend submitted a huge number of tickets. This will delay his response. Once the team can establish that he owns the account, they will help him. Please be aware that he is in danger of losing his support service privileges if he continues to submit duplicate tickets.
241710 – You have submitted four tickets on this situation. Please concentrate on the one (original) ticket in which the agent is active. I am sure this will be resolved soon.
250854 – Your friend submitted two tickets. Please ask him to update only his original ticket. We are sorry for the delay and he will be helped as soon as possible.
249549 – You submitted two tickets. Please update only your original ticket if you need to do so. You will be helped as soon as possible. And please, never access your friend’s account again; he’s welcome to post on your behalf.
Update: 16 January 2014
250232 – Your friend submitted two tickets. Please ask him to update only his original ticket (this one). He is actively discussing with an agent and I’m sure this will be resolved soon.
254999 – Your friend submitted three tickets. Please ask him to update only his original ticket (this one). This has been routed to a senior agent for assistance.
249549 – An agent is reviewing this today
brian.4160 – We transitioned to a new support system last October. Please submit a new ticket so that we can help you. Visit “Support” at the top of this page, and then “Submit a request” to fill out a new ticket. Thank you.
Update: 17 January 2014
243843 – Resolved
241165 – Resolved
247685 – Resolved
241710 – Resolved
255438 – Resolved
250232 and 250854 – Resolved
249549 – Account ownership is in dispute. An agent will review and update when the investigation is complete.
255782 – Information provided to prove account ownership doesn’t align with our records. Your friend needs to update the ticket with the correct information to continue this request.
261603 – These multiple requests will be reviewed as soon as possible.
260709 – This request will be handled as soon as possible.
260599 – First, please never access someone else’s account again. Your friend post may post on your behalf, even share a copied and pasted message directly from you. Second, an agent will get back to you as soon as possible.
228533 – Agent responded Monday but we have not heard back on this matter. Please let us know if you want to proceed.
242351 – Agent responded Sunday. Please update the ticket if you desire assistance.
254999 – I asked for an agent review today.
250007 – I asked for an agent review today.
Update: 20 January 2014
261603 – Resolved
260599 – Resolved
261816 – Resolved. CS is not able to accommodate your request, as explained today.
271556 – Reviewed, and the answer given is the correct answer.
266258 – Thank you for your response with more information. An agent will review and respond as soon as possible.
267757 – Thank you for your response with more information. An agent will review and respond as soon as possible.
267723 – This is currently under review.
270252 – This requires account verification in order to process. Please ask your friend to be patient, as this appears to be a pretty complicated issue.
268398 – This isn’t a valid ticket number. Could you please check with your friend and update with the correct ticket number?
Update: 21 January 2014
261816 – Resolved. Please update your ticket if you have continuing questions. Thanks.
278197 – Resolved. Please update your ticket if you have continuing questions. Thanks.
266258 – Resolved.
261816 – Resolved.
260709 – Resolved
267723 – Resolved.
267757 – Resolved.
270252 – Resolved. We do not have enough verification to allow access to this account.
270629, 271286 – Under review. Please follow up, if necessary, in the original (older) ticket.
274568 – Under review. Thanks for the additional info.
274975 – Under review
275477 – Under review, but this does not appear to be a naming issue.
Tickets: 280791, 277237, 275568
friend he remembers all info but cant log in due to authentication and old email that was
connected to account was deleted.
He has yet to receive any response since Friday the 17th
As long as he continues to submit requests, his response will be delayed. If he wants an update about this situation, please have him open the email with the first (oldest) ticket number and request an update. Thank you.
Update: 27 January 2014
270629 – Resolved
266258 – Resolved
267757 – Resolved
289107 – Resolved
275568 – Resolved
274975 – Resolved
260709 – Resolved
254999 – Resolved
275477 – We still need sufficient proof of ownership to help you with this.
268295 – Final Response: As explained, we do not have the ability to restore your Guild Wars account, place items on your account, or grant you achievements.
250007 – Our agent sent questions on 20 January. Please respond so that we can continue to work on this.
Update: 30 January 2014
289253 – Resolved
299892 – Resolved
250007 – New questions sent — please respond if you still need assistance.
A reminder:
In other words, please allow agents the opportunity to fully research and resolve the issue, and do not use this thread as an attempted means to expedite a new ticket.
Thank you.
Update: 7 February 2014
307016 – Resolved
326892 – Resolved
326045 – Resolved
321651 – Resolved
301816 – Resolved
302477 – Also 300101 and 320539. Resolved — Account restored.
111648 – We will be fulfilling your request very soon.
319928 – We will be fulfilling your request very soon.
320765 – Under review
311503 – Under review
326393 – Under review
328072 – This is not 3 days old. Please allow time for the team to assist you.
327485 – This is not 3 days old. Please allow time for the team to assist you.
335892 – This ticket is only a few hours old. Please do not post in this thread unless the ticket is at least three days/72 hours old.
Update: 10 February 2014
320765, 320992 Resolved
326393 Resolved
328072 Resolved
327485, 331118 Resolved
326113 Resolved
324383 Access restored; I will follow up on the restoration request.
326868 You updated the ticket yesterday. Please allow the team time to review and respond.
311503 and two duplicates Under review. Please do not make any more tickets.
334452, 334889, 345875 Under review. Please do not make any more tickets.
335021 Under review.
335222 Under review.
315841 Under review.
336614 Under review.
333516 I have responded. We cannot restore characters that you chose to delete to get a free world transfer, nor can we roll back your account.
Once again, you see a lot of people making duplicate tickets. Do not do this!
Please do not make duplicate tickets for the same situation. Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.
Update: 14 February 2013
335505 – Resolved
335021 – Resolved
311503 – Resolved
335222 – Resolved
337975 – Resolved
345850, 327697 – Resolved on February 5th; refund added to your account.
335418 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
335464 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
338091 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
335679 – Resolved – Be aware that another instance of disallowed activity will result in the promised, permanent account termination.
340019 – Resolved. Duplicate of 339002. Password was reset on Feb 8th. Please update this ticket if you still need help.
345466 – Thanks for the new information; an agent will review and respond.
341800 – As some point this account was hacked. The team is investigating, as they must before allowing access. We apologize for the delay.
280231 – I asked for an agent review today.
338397 – I asked for an agent review today.
338660 – I asked for an agent review today.
339990 – I asked for an agent review today.
341173 – I asked for an agent review today.
341494 – I asked for an agent review today.
341028 – I asked for an agent review today.
342699 – I asked for an agent review today.
344311 – I asked for an agent review today.
333773 – This appears to be an in-game bug. Agent responded.
339222 – Under review
345977 – Under review
342411 – Under review
345980 – Under review
347189 – Under review
348264 – Under review
342614 – Under review
346178 – Under review.
349333 – Under review.
315841 – The team is not able to find the transaction you have written about although they pulled a great number of logs. Please update your ticket if you have more information.
334452 – Final Answer: The account was closed for exploiting the game. It’s not personal nor targeted, it’s just necessary.
335959 – Final Answer: You closed your original ticket 335473 and opened a new one. But the account was closed for botting and will not be reinstated.
hi i got my account hacked for about 3 days ago.. im not sure when it happened at the day but as i can see in guild wars 2 it started 3 days ago so can i get my account restored as it was for 7 days ago in that way i know that there was no hacker in my account.
i did manage to get the hackers ip CA , US ( 205.164.2.210 ) 205.164.2.0 – 205.164.2.255
but if i can get help to what i need to do then i can give all the info that is needed
I can’t quite tell, but you did submit a ticket, correct? You need to do that to get help with this issue. This thread is only intended to follow up on a ticket if needed.
General update 14 February 2014:
There are several unusual types of tickets being handled right now. This means that, due to volume, certain kinds of tickets are taking longer than three days to resolve. We’re working to get back to the 3-day turn-around time. Here are some of the types of tickets that may take longer than three days:
That list is not comprehensive, but off the top of my head those are some of the more complex tickets that simply simply may take more time to resolve. Having said that…
Please allow five days before posting in this thread for the time being.
I will update when we’re back to the normal, faster turn-around times. Thanks for understanding!
hi i got my account hacked for about 3 days ago.. im not sure when it happened at the day but as i can see in guild wars 2 it started 3 days ago so can i get my account restored as it was for 7 days ago in that way i know that there was no hacker in my account.
i did manage to get the hackers ip CA , US ( 205.164.2.210 ) 205.164.2.0 – 205.164.2.255
but if i can get help to what i need to do then i can give all the info that is neededI can’t quite tell, but you did submit a ticket, correct? You need to do that to get help with this issue. This thread is only intended to follow up on a ticket if needed.
then im not sure where to find it..
You submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. Fill in as many of the fields as possible. If you get stuck, e-mail Support at [email protected] and a ticket will be created for you automatically and you can then discuss with the team via e-mail.
For tips on what information to provide in a ticket — mostly intended for security reasons to establish that you own the account — please read this post and provide as many suggested details as possible to expedite the ticket.
Update 18 February 2014
338397 – Resolved
338660 – Resolved
339222 – Resolved
339990 – Resolved
341173 – Resolved
341494 – Resolved
342699 – Resolved
344311 – Resolved
348264 – Resolved
341028 – Resolved
342411 – Resolved
351624 – Resolved
360326 – Resolved
358835 – Resolved, as you indicated in the ticket. (Duplicate of 352417)
324383 – Resolved; I am sorry that we were not able to offer an account restoration in this case.
345777 – Under review
356069 – Under review
346411 – Under review
361874 – Under review
360490 – Under review
333773 – Agent answered 2/11; if you need more information please update your ticket.
309654 – Duplicate ticket; the original already has received a final answer
342614 – Final answer: This account cannot be reinstated.
349333 – Final answer: This account cannot be restored due to the nature of the incident.
345827 – Final answer: This account cannot be restored due to the nature of the incident.
345977 – Requested agent review
346178 – Requested agent review
347189 – Requested agent review
345980 – Requested agent review
319928 – Requested agent review
354116 – Requested agent review as a possible game bug
I am sorry to inconvenience anyone, but forum members tell me this thread is taking a long while to load, and it’s time to created a Part 2, which I have done.
If you posted after my 18 February update, please simply copy your request into the new thread so that it can be reviewed properly. Thank you!
