Tickets for Review (3 days & older - Part 2) [merged]

#1 - Feb. 20, 2014, 1:13 p.m.

This new 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. This thread may also be used when you have questions about the resolution of a ticket, although please keep in mind that agents use care in responding and it’s very seldom that an appeal here will result in a different outcome.

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 three days or more.

#2 - Feb. 20, 2014, 1:42 p.m.

Update 20 February 2014

345977 – Resolved
309654 – Agent is reviewing for a final time.
363481 – In process
358835 – Please ask your friend to update Ticket 352417 with any additional information. The duplicate tickets caused confusion, so he needs to let the agents know he still needs help.
352966 – Under review
361874 – Under review
364408 – Under review

Please note that some issues are taking longer than three days. We are doing our best to reduce turn-around time, but ask that you please be patient for those issues that require extra investigation or review. Thank you.

#9 - Feb. 21, 2014, 4:20 p.m.

Update: 21 February 2014

373146 – Resolved
376803 – This is a known issue. Please check the post in the Bugs Forum for info. Each case will be reviewed.
164768 – Agent responded 12/16. If that did not help, or if you need that response sent again, please create a follow-up by responding to any e-mail about this ticket.
364986 – Final answer: This account was used for disallowed activity and will not be reinstated.
309654 – Final answer: This account was used for disallowed activity and will not be reinstated.
356069 – Final answer: This account was used for disallowed activity and will not be reinstated.
352966 – Under review
361874 – Under review
371061 – Under review
356069 – Under review

#10 - Feb. 21, 2014, 4:45 p.m.

I am still looking into those items under review. Will update if I get more info today.

#36 - Feb. 25, 2014, 4:55 p.m.

margene.9270:

Inculpatus cedo.9234:

margene.9270:

My husband tried to log in last weekend and it gave him an error. He attempted to log in multiple times and after about the third time it gave him a ban notice for botting/third party program use. He’s submitted a ticket same day and has yet to receive anything other than the generic auto response. Can this ticket be put up for review. He has been unable to play since last Friday.

Ticket # – 363549 – Account Ban notice – 2/15/14
Ticket # – 365046 – Unable to log in – 2/15/14
Ticket# – 371205 – Unable to log in – 2/17/14

https://forum-en.guildwars2.com/forum/support/account/Duplicate-Tickets-Please-Think-Twice/first#post3501088

It’s been more than 5 days since the last auto response, which is why I am here now.

The point that Ic is kindly trying to make is not that you’re here now, nor that your husband has waited several days. Surely we do understand both those things. But the fact that he has submitted repeated tickets is part of the reason for the delay in response and we ask that he not do that any further, but update the first ticket only. That is an important message that all forum members should heed.

#37 - Feb. 25, 2014, 5:33 p.m.

Update: 25 February 2014

345799 – Resolved
352417 – Resolved
352417 – Resolved – thanks for your kind post!
360490 – Resolved
364408 – Resolved
375006 – Resolved
378007 – Resolved
382623 – Resolved
382896 – Resolved
383599 – Resolved
385976 – Resolved
380239 – Resolved. Duplicate of 379983. Please do not submit duplicate tickets.
382177 – Known issue, and we’re sorry for your inconvenience. It is on the list to be fixed as soon as possible.
368964 – Answered Friday.
390251 – Answered today
379701 – Answered yesterday.
362553 – Under review. These investigations are somewhat backed up and will take a few more days.
363549 – Under review. Please do not make duplicate tickets This will be responded to as soon as possible, but duplicates do create delays.
364871 – Under review. These investigations are somewhat backed up and will take a few more days.
372617 – Under review. These investigations are somewhat backed up and will take a few more days.
375362 – Under review. Please no not submit duplicate tickets. These investigations are somewhat backed up and will take a few more days.
380863 – Under another review
383938 – Under review
384671 – Final Answer: The account will remain closed. Do not access other player’s account to submit appeals as you put their account in jeopardy of termination as well.

#47 - Feb. 26, 2014, 7:12 p.m.

Update: 26 February 2014

362553 – Resolved.
363549 – Resolved.
364871 – Resolved.
380239 – Resolved.
383938 – Resolved.
375362 – Resolved.
372617 – Still under review, with apologies for the delay.
380863 – Still under review, with apologies for the delay.
379344 – Answered 20 February. Duplicate of 311950. We cannot support accounts that are in any way transferred to another person.
379701 – Answered Monday.
387449 – Answered today. Please try another name; we do not know why the name is unavailable, but we cannot enable it for you. Sorry!
369928 – Under review. Duplicate ticket 386569.
391584 – Under review. Duplicate of 390239 and 390069. Please ask him to not submit any additional tickets on this matter

#52 - Feb. 27, 2014, 8:07 p.m.

Update: 27 February 2014

371061 – Resolved.
396319 – Please respond to the request (sent today) so that an agent can review the additional info required. Thanks.
381111 – Known issue, and we’re sorry for your inconvenience. It is on the list to be fixed as soon as possible.
398053 – Resolved. According to your update in your ticket, which was several hours before your post in this thread, you’ve decided not to purchase GW2. If you change your mind, simply update your ticket and our agents will help you purchase the game. We are sorry for the difficulties you experienced.

#54 - Feb. 27, 2014, 8:38 p.m.

Ophyrs.5984:

indeed gaile, my girlfriend was heartbroken that such a storm happened to her, and i convinced her to try one last time today, adamant about this game and it being worth a try, i even went to use my personal card, considering the email the support staff sent had said that the cards being marked as fraudulent/suspicious was invalid and had been fixed.

But it wasn’t

I am very sorry. These issues are so often completely outside our control but it’s encouraging that often we can make it work. I see the agent assured you that if you do decide to purchase, the account will be there waiting for your girlfriend. Also, a purchase through a local shop (if possible for you) would get this resolved with a simply update to your ticket asking to add the retail code. Again, I’m sorry for this and each time this happens, we do our best to try to right this for the customer!

#56 - Feb. 27, 2014, 9:20 p.m.

Ophyrs.5984:

so is my card permanently blocked then?, that and my girlfriends? – just to clarify

and i’m not sure about buying physical copies gaile, due to a case of australianitis
https://ebgames.com.au/pc-140036-Guild-Wars-2-PC , the regular copy of the game is 20$ more than it is anywhere else, and other australian retailers match that price.

I’m sorry that I don’t know the answer about the card or cards. I think that the agent who is communicating with you via the ticket would be able to look into that for you. Sometimes the issue comes from the bank or credit card issuing company. Sometimes it comes from our billing provider. And often, if the customer calls the bank and say “Look, I had this problem and I want you to make sure that I can use your card to purchase from ArenaNet” the bank/CC company can make it so.

I want to hasten to add that I am not a member of the Purchase and Billing Team, and I’m not at all savvy about all the different elements of credit cards. I know that every entity involved has to take care because CC fraud is so high. I also have observed that sometimes, communicating directly with the CC provider can help. But again, the agents can (and will be happy to) tell you more. I do wish you luck — we’d love to welcome your girlfriend to our game!

#70 - March 4, 2014, 7:23 p.m.

Update: 4 March 2014

401897 – Resolved. Duplicate 418110.
417265 – Resolved
403427 – Resolved
405837 – Resolved
417265 – Resolved. Duplicate of 417098.
349042 – Response sent to you 19 February.
397898 – Final answer (in 356069): The account was closed for exploiting the game and will not be reopened. Please do not create additional tickets on this matter.
373786 – Final Answer: We cannot help you because you do not own this account. Do not create any additional tickets
404710 – From what I can see, your ticket is 6 days old (not two weeks) and an agent responded as recently as yesterday. Using the info you provided yesterday, this will be resolved as soon as possible.
390069 – GW issue — under review
404809 – Password was reset last Wednesday, if you did not get the mail, please contact support via a different e-mail account and reference your ticket number.
401440 – Please review this post: https://forum-en.guildwars2.com/forum/support/account/100-Map-Completion-and-no-gift/page/2#post3715144
396319 – Under review
396319 – Under review
405323 – Under review due to disputed ownership.

#74 - March 5, 2014, 9:05 p.m.

Update: 5 March 2014

412579 – Resolved
349042 – Resolved. The response sent to you on February 20th was correct: the item will not be replaced.
408291 – Final answer: The account will not be reinstated because it was in breach of the User Agreement.

#79 - March 6, 2014, 2:35 p.m.

QuantumPangolin.5167:

I’ve been trying to get this past the automated responses for nearly a month now.
Ticket #426679

You have not been receiving automatic responses. Every response has come from an agent (other than the first automatic “We got your ticket” response.) You have submitted four tickets about this matter, and each time an agent has given you an answer and has explained the policy related to your request. If they use similar phrasing, that’s to be expected, as they are explaining policy and responding to multiple tickets related to the same request.

An agent will review this because I noted you added a new element to your request that I want to have looked at, but be assured that each answer is from a human being, and is chosen with care.

#80 - March 6, 2014, 2:37 p.m.

Important Note: We still are working on the World Complete issue. As our updates have stated — in the forum thread on the subject and in the tickets themselves — this issue is taking longer to resolve but agents are on the case, and this will be sorted out as soon as possible.

Please do not post tickets about the World Complete issue in this thread. They will be addressed and each ticket responded to individually through the system.

Thank you for understanding.

#82 - March 6, 2014, 7:32 p.m.

Update: 6 March 2014

405954 – World Complete Issue. Will be addressed soon and responded to in the ticket.
405954 – World Complete Issue. Will be addressed soon and responded to in the ticket.
287104 – Agent is reviewing.
405323 – I note you have three tickets about hacking incidents, and you mention your e-mail was hacked. An agent will try to help but please be aware that we cannot continue to service account that are repeatedly compromised.
336696 – As previously explained, this is a known issue. I’ll see if there’s anything new to report.

#85 - March 7, 2014, 8:57 p.m.

ChaoticTator.3729:

hello, I know it hasn’t been 3 days…

That’s right. The ticket is barely 24 hours old and that’s not what this thread is here to address. I’m sorry you’re having to wait — truly I am. But we can’t “jump the queue” because someone posted in the forums, so please, allow time for the team to help you!

Thanks for understanding.

#86 - March 7, 2014, 10:40 p.m.

Update: 7 March 2014

418385 – Resolved
430413 – Please allow time for the team to help you.

#98 - March 11, 2014, 6:43 p.m.

Update: 11 March 2014

420678 – Resolved
428026 – Resolved
427982 – Resolved. Duplicate of 429867 and 436746. Duplicate tickets create delays.
425247 – Resolved.
405252 – Resolved.
434743 – Resolved.
412734 – Resolved. Final answer sent in ticket.
432165 – Resolved. Duplicate of 287104.
432947 – Still under review.
433705 – Still under review
435315 – In the restoration queue — this may take a couple more days.
422270 – Account ownership is in dispute. Please ask your friend to be patient, as these cases take extra time.

#101 - March 12, 2014, 4:24 p.m.

clone wars.9568:

412734 – Resolved. Final answer sent in ticket.?

Gaile I’ve not received anything in the mail from Anet, apart from a survey.

“This survey e-mail is intended only to provide feedback on your customer support experience. A response here will not update your ticket.”

Is this the final response or am i missing something? Also i checked spam folder etc and theres nothing there from support as well.

Thanks.

I’m confused, because you answered responses, so clearly you received them. To explain directly, however: The account was closed for game exploitation, as was explained in the ticket in comments to which you responded.

#102 - March 12, 2014, 5:08 p.m.

KingdomLenoil.1526:

Hello Support staff, Gaile Gray,

My account name is Sexyboy.6274.
It has past 4 days, I barely got a proper reply..
I’ve sent tickets:
434963: Guild wars 2 account terminated
442664: Still no reply after 48 hours &
441033: Account compromised

I’ve explained that I’ve not violated any User Agreement and Rules of conduct and also showed some evidence that my authorization email is stating other country when I was trying to log in. Here’s another the issue, I received an “Authorize log-in attempt” from China. A friend of mine informed me that my character is logged on as online. This is really strange, as my account is terminated yet someone is still able to log in.
I tried being patient, but this is getting out of hand. It is frustrating as I cannot do anything about it. I really hope this can all be resolved as it is clearly not me at all!

I would appreciate it if any, help could be consolidated in this particular area. Thank you for the time and kind understanding.

Regards,

Kitson

Please, we say so many times: Do NOT submit duplicate tickets. Doing so slows our ability to answer you and delays responses to other players. Please allow the team time to close the duplicates, merge the input, and respond to your initial ticket. This is a complicated issue and it will need time to get resolved. Thank you.

#110 - March 13, 2014, 5:27 p.m.

Update: 13 March 2014

435932 – Resolved
444514 – Resolved
402341 – I asked for an agent to review this today
441928 – I agree that the response wasn’t complete. Any time you have a question about a response you’ve received, simply update the ticket to ask for more info. However, you did receive the chest at 17:35 server time on March 9th.

#117 - March 14, 2014, 7:40 p.m.

Update: 14 March 2014

442710 – Resolved.
440563 – Resolved. (But please note: CS would have been happy to help the actual account holder. For security reasons, that’s necessary for all support requests. )
448725 – Resolved. We cannot offer a restoration in this case because the account was not hacked. As advised, you should ensure you have fully secured your account make sure you never share access with anyone in the future.
440775 – The investigation continues on this issue.
444234 – The investigation continues on this issue.

#133 - March 18, 2014, 4:50 p.m.

Update: 18 March 2014

444143 – Resolved
444143 – Resolved
448714 – Resolved
440775 – Resolved
335222 – Resolved via Ticket 465661.
451169 – Resolved last Thursday in ticket 420748. Two tickets. Do not submit duplicate tickets.
422270 – Account ownership is in dispute. Please submit any questions or updates in your ticket.
437622 – Response sent Friday. You need to verify ownership of the account.
449642 – Six tickets. Do not submit duplicate tickets. Final Answer: The account was involved in cheating and will not be reinstated. Please do not post again.
427396 – Five tickets. Do not submit duplicate tickets.Under review. Your tickets are receiving responses. See this thread for possible work-arounds: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-more/first#post2924424
296309 – Three tickets. Do not submit duplicate tickets.Final answer: This has been reviewed multiple times and the account will not be reinstated.
447833 – Six tickets. Do not submit duplicate tickets. Final Answer: The account was closed for exploiting and will not be reinstated.
454119 – Three tickets. Do not submit duplicate tickets. Final Answer: This account was not hacked, it was guilty of botting and will not be reinstated.

#138 - March 19, 2014, 8:57 p.m.

JackinYaBox.5284:

Inculpatus cedo.9234:

JackinYaBox.5284:

Hey,

I sent a ticket on Friday 14th requesting a character rollback, as my account had previously been ‘hacked’.

I’m completely unaware of whether or not the ticket actually went through, or what’s actually happening with it; I didn’t receive any kind of email confirmation regarding the ticket, and there doesn’t seem to be anywhere on the site to manage tickets you’ve sent.

I’ve seen posts where people have been told to update their tickets, and of course posts in this thread with people giving their ticket number. Am I missing something?

You should receive a response to your submission, an email stating ‘We received your ticket, and will respond shortly.’, with a ticket number included. Check your spam and junk folders, and if you find nothing, you might find this thread helpful: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-more/first#post2924424 Good luck.

Thanks for the reply, really appreciate it. Haven’t found anything in my Junk or deleted folder, so I’m gonna try sending another ticket. I know they don’t really like us sending multiple tickets but not much else I can do!

Thanks again.

Consider sending it from a different e-mail provider and provide the date of your first ticket, please.

#150 - March 21, 2014, 9:06 p.m.

Update: 21 March 2014

453596 – We want to help, but your friend has not written back to verify his ownership of the account. Please have him respond to the e-mail of March 14th.
434729 – So sorry, this was misrouted. We’ve updated the ticket internally and pressed for as swift an answer as possible.
464071 – An agent responded yesterday and this ticket is still in the queue for review.
461911 – Under review. We apologize for the delay in responding.
464714 – Under review. We apologize for the delay in responding.
462231 – Under review. We apologize for the delay in responding.
466647 – Under review. We apologize for the delay in responding.
465095 – Under review. Do not submit duplicate tickets.
460821 – Three tickets. Do not submit duplicate tickets. Final answer: This has been reviewed multiple times and having been given a second chance, the account will not be reinstated.
458969 – Final answer: This account was closed for the use of disallowed third-party programs and will not be reinstated.

#162 - March 24, 2014, 5:14 p.m.

Update: 24 March 2014

462257 – Resolved.
449120 – Resolved. The team is not able to replace your items.
476988 – Resolved. Three tickets. Please do not submit duplicate tickets.
470346 – Resolved.
465546 – Two tickets. Please do not submit duplicate tickets. Agents have been responding to you, as early as last Tuesday. Please see this thread for information about non-receipt of e-mails.
30673 – And agent will review this GW ticket for you. We apologize for the delay in responding.
468921 – Under review. We apologize for the delay in responding.
468377 – Under review. We apologize for the delay in responding.
460472 – We are treating this as a hacked account issue. The account has been secured and an agent will address this as quickly as possible.
434963 – Five tickets. Please do not submit duplicate tickets. Final Answer: You were not phished, you were not hacked, and account sharing (which you admitted in February) is forbidden. After three separate incidents of botting, the account will remain closed and no further information will be provided.

#170 - March 25, 2014, 6:11 p.m.

ixiduffixi.6384:

Gaile Gray.6029:

Update: 24 March 2014

462257 – Resolved.
449120 – Resolved. The team is not able to replace your items.
476988 – Resolved. Three tickets. Please do not submit duplicate tickets.
470346 – Resolved.
465546 – Two tickets. Please do not submit duplicate tickets. Agents have been responding to you, as early as last Tuesday. Please see this thread for information about non-receipt of e-mails.
30673 – And agent will review this GW ticket for you. We apologize for the delay in responding.
468921 – Under review. We apologize for the delay in responding.
468377 – Under review. We apologize for the delay in responding.
460472 – We are treating this as a hacked account issue. The account has been secured and an agent will address this as quickly as possible.
434963 – Five tickets. Please do not submit duplicate tickets. Final Answer: You were not phished, you were not hacked, and account sharing (which you admitted in February) is forbidden. After three separate incidents of botting, the account will remain closed and no further information will be provided.

470346 – is not resolved. there was absolutely no research done into the problem. it was given a generic response of “common slang spelled backwards will be censored.” there was no use of slang it was a use of phonetics that one player had a problem with and suddenly I’m being forced to repeatedly change my character names. this is a severe lack of customer service for players who spent several dollars on both the game and in game items, not to mention those who support the product as a whole.

This case was given a great deal of careful consideration. Because other players were concerned about the names, and because at first glance they were quite questionable in nature, the team felt that it was best to uphold the actions already taken — multiple times — on the names in question. Please do not make more characters with that particular letter combination and you’ll be just fine. I know you’re not terribly happy with the decision, but it was made without malice, in considering what is best for the game as a whole.

#178 - March 27, 2014, 5:50 p.m.

Update: 27 March 2014

464600 – Resolved.
485003 – Resolved.
472887 – Resolved.
466647 – Resolved.
468067 – The team did not receive your attachment. Could you please try updating this ticket and sending it again? Thank you!
474705 – Still under review.
462724 – Still under review. We were awaiting a tool update to help us resolve this; it should be handled soon and please forgive the delay.
438066 – Still under review. We were awaiting a tool update to help us resolve this; it should be handled soon and please forgive the delay.
479446 – Agent responded on 3/23. Please answer the questions to see if we are able to help with your request.
458688 – We are not able to restore the account, as explained on 18 March.
484660 – Six tickets. Do NOT submit duplicate tickets. Because of the high volume of tickets, this will take additional time to resolve.
120825-005198 – We are not able to access tickets in our old system, which was closed on October 31, 2013. Please submit a new ticket and outline your request. Thanks.

#185 - March 28, 2014, 9:18 p.m.

CptTrips.6512:

Gaile Gray.6029:

120825-005198 – We are not able to access tickets in our old system, which was closed on October 31, 2014. Please submit a new ticket and outline your request. Thanks.

should be October 31, 2013

;o)

I don’t know what you mean! That’s what’s there … ~~ whisper: after a speedy, super-secret edit. ~~

Thanks for the ability to practice my stealth editing skillz.

#186 - March 28, 2014, 10:04 p.m.

Update: 28 March 2014

434729 – Resolved.
440775 – Resolved.
460472 – Resolved.
462231 – Resolved.
466647 – Resolved.
468067 – Please check your PMs for an altertive idea. I am truly sorry for all these delays!
48973 – GW2 ticket numbers are six digits. I looked but cannot find your ticket. Please post the full number.
486770 – We tried another fix as of 11:43 AM this morning (Pacific time). Can you confirm if you got the password reset?
485437 – Still under review. Thank you for thinking to send that extra info — I believe it will help get this resolved.
468921 – Verification questions sent on Tuesday. Once you respond we’ll be able to progress on this request.
453596 – We want to help, but your friend has not written back to verify his ownership of the account. Please have him respond to the e-mail of March 14th.
483871 – Multiple tickets. Please do not submit duplicate tickets. Many agents have reviewed your two terminated accounts and this is the final answer: This account is closed and will not be reinstated. We decline to provide the details you seek about our means of cheat detection, for security reasons.

#197 - April 1, 2014, 5:31 p.m.

Update: 1 April 2014

491970 – Resolved.
467523 – Resolved.
474705 – Resolved. Thank you for your patience!
464071 – Resolved. The account was closed, as explained in the ticket today.
492407 – Resolved. The account was closed, as explained in the ticket today.
502797 – The team should be able to help you soon.
488238 – Duplicate of 488231. Please do not submit duplicate tickets. Final answer: Your friend’s accounts have been reviewed with care and both were involved in the disallowed use of third-party programs. They will not be reinstated.
488198 – Final answer: This account is closed due to the use of disallowed third parties. It will not be reinstated.

#202 - April 3, 2014, 5:37 p.m.

Update: 3 April 2014

496941 – Resolved.
498819 – Response resubmitted on Monday. If you did not receive, please update your ticket. You may need to use a totally new e-mail account due to the compromise on your account(s) but see if a simple re-send request works for you.
486770 – We believed this was resolved March 28th. Have you checked ALL your possible mail folders? Have you tried contacting through a new, different e-mail provider, referencing the old ticket? We’ve cleared everything on our end, but it appears you still are not getting our mails.
501034 – This is still under review but I believe all the purchases were refunded while this is being reviewed.

#214 - April 10, 2014, 9:09 a.m.

Update: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

#224 - April 15, 2014, 10:24 a.m.

TheLeader.4507:

Naaktebeer.9417:

Gaile Gray.6029:

Update: 10 April 2014

507306 – Resolved. (Duplicate of 487077.)
512921 – Resolved.
486770 – If you were asked to submit a new ticket, definitely proceed. I’m sorry for the confusion, but do believe the team can and will help you.
500464 – NINE tickets. You friend must STOP submitting tickets. In the meantime, I have asked our GM Manager to review this situation.
130404-001167 – This ticket is at least six months old and is inaccessible to our team. Please have your friend submit a new ticket and provided details about his request in that new ticket.
508632 – Final Response was given on 5 April. This is not something that can be further appealed via the forums. He should update his ticket with any new information
510266 – As discussed in the ticket, we’re still working on this request.
504313 – Under review.
525887 – Please follow the instructions sent to you yesterday.

Ty for the response. dont worry i will let my guild member to stop being childish. wow 9 tickets lol. but tbh i can understand him because it’s his first online game & first MMO. thanks. i will relay this message to him.

Thank you so much Naaktabeer for helping me post my problem, Sir Gaile Gray thank you too for helping me out even thou the gold was not given back.

I am glad we were able to help you. But “Sir” is misused in this case. I’ll accept Lady Gray, though.

#225 - April 15, 2014, 10:42 a.m.

Update: 15 April 2014

526586 – Resolved. Duplicate of 515387
500464 – Resolved.
507677 – Resolved. As the agent explained, we were not able to verify that you had the item in question, nor that it was somehow deleted. We cannot replace an item, and will not roll back an account except in cases of compromise, which does not apply here.
521420 – Under review. Duplicated in 527887, with the latter ticket closed so we can help you in the first one.
531643 – You received an answer a few hours ago; please be patient, as account restorations can take several days. Thanks for understanding.
525838 – Under review.
528753 – Under review.

#277 - April 21, 2014, 3:26 p.m.

Update: 21 April 2014

Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!

Additionally, just as we ask that you not submit duplicate tickets, we ask that you not post multiple times in this thread. Please wait for a response post before posting again. This makes the process more efficient and responsive for everyone.

535940 – Resolved
170199 – Resolved.
464071 – Resolved.
524590 – Resolved.
537422 – Resolved.
537581 – Resolved.
539229 – Resolved.
541680 – Resolved.
542085 – Resolved.
542235 – Resolved.
542408 – Resolved.
542538 – Resolved.
542651 – Resolved.
533748 – Resolved.
537846 – Resolved.
539659 – Resolved.
551646 – Resolved.
540132 – Resolved. (I updated the ticket to let the agents know.)
151288 – Resolved. Final Answer: This account will remain closed. It cannot be reactivated or reinstated because it has been involved in too many questionable activities.
531115 – Resolved. Final Answer: We cannot allow you or help you to use an account that is owned by another player.
533977 – Resolved. Final answer sent on Friday.
517710 – Resolved. I checked with the Community Team and they have responded and reviewed your further comments.
544110 – Resolved. The answer the agent sent you today is the only possible answer.
544107 – Under review.
530674 – Under review.
539979 – Under review. Restorations take a few days, so please allow extra time.
548300 – Under review. Restorations take a few days, so please allow extra time.
555948 – Under review. Restorations take a few days, so please allow extra time.
541571 – Under review. Thank you for updating your ticket with the requested info.
543132 – Under review. There are many requests, and we ask for your patience.
543333 – Under review. There are many requests, and we ask for your patience.
544072 – Under review. There are many requests, and we ask for your patience.
544078 – Under review. There are many requests, and we ask for your patience.
544294 – Under review. There are many requests, and we ask for your patience.
544328 – Under review. There are many requests, and we ask for your patience.
545279 – Under review. There are many requests, and we ask for your patience.
545899 – Under review. There are many requests, and we ask for your patience.
549228 – Under review. There are many requests, and we ask for your patience.
543239 – Under review. There are many requests, and we ask for your patience.
543365 – Under review. There are many requests, and we ask for your patience.
544279 – Under review. There are many requests, and we ask for your patience.
540907 – Under review. There are many requests, and we ask for your patience.

#299 - April 22, 2014, 6:49 p.m.

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

#300 - April 22, 2014, 6:42 p.m.

SpyderArachnid.5619:

538699

Been waiting for almost a week for a simple refund request for items we were told would be refunded, while others are getting helped within a few hours to a day.

All the information is sitting there in the ticket, there is nothing more I can provide. Even to the point of listing the costs for all the items and everything. Not sure why I am waiting so long for this simple refund.

You are posting in multiple threads about this, and as politely as possible, I want to tell you that yes, these courtesy refunds are taking time, and your ticket will be answered as quickly as possible.

#336 - April 24, 2014, 6:26 p.m.

Update: 24 April 2014

538699 Resolved.
544144 Resolved.
545851 Resolved.
545986 Resolved.
546055 Resolved.
546055 Resolved.
546253 Resolved.
546320 Resolved.
546737 Resolved.
549085 Resolved.
557413 Resolved.
542151  Resolved.
543736  Resolved.
546294  Resolved.
547006  Resolved.
557221  Resolved.
560358  Resolved. (Thanks for telling your friend to not submit duplicate tickets. )
546893 Answered today.
549148  Answered today.
546256 Answered yesterday.
552786 Four tickets. Please do not submit multiple tickets. In the queue for account restoration.
537581  Have you friend contact Support with a new ticket from a completely different e-mail account. This was resolved on April 15th, but it appears he’s not getting our communications.
568653 If you do not have any characters, you can transfer about the 7-day cool-down period passes. BTW, this ticket is from today; it is not 3 days or older.
549567 In the queue for account restoration.
550421 In the queue for account restoration.
552598 In the queue for account restoration.
555946 In the queue for account restoration.
556774 In the queue for account restoration.
557095 In the queue for account restoration.
558257 In the queue for account restoration.
559640 In the queue for account restoration.
560308 In the queue for account restoration.
560828 In the queue for account restoration.
555884  In the queue for account restoration.
557040  In the queue for account restoration.
558940  In the queue for account restoration.
551155 Under review.
553384 Under review.
558665 Under review.
560681 Under review.
566252 Under review.
558049  Under review.
554090  Under review.
561063 Under review. Thank you for updating with new information.
549670 Under review. There are many requests; we ask for your continued patience.
550128 Under review. There are many requests; we ask for your continued patience.
556236 Under review. There are many requests; we ask for your continued patience.
549714  Under review. There are many requests; we ask for your continued patience.
550150  Under review. There are many requests; we ask for your continued patience.
550688  Under review. There are many requests; we ask for your continued patience.
553680  Under review. There are many requests; we ask for your continued patience.

#363 - April 25, 2014, 8:46 p.m.

tiffanyspencer.8925:

Hi!

I submitted a ticket (#548484) about duplicate Marjory’s dagger skins – refund on April 17th, and I still haven’t got any answer, please help me!

MasterMc.7543:

#553628:Duplicate Kasmeer staff.
Submitted on the 18th.

Kazuto.2798:

Ticket #558540
5 Days Old (Submitted 4/20/14)
Excess Town Clothing

miles.5961:

554571:Refunds for gemshop items (Town Clothes) (A little change if I might add, I would also like to refund my chef outfit as well)

To repeat this thread:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

#365 - April 25, 2014, 10:53 p.m.

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

#385 - April 26, 2014, 9:17 p.m.

Schwarzkopf.4081:

Gaile Gray.6029:

Update: 25 April 2014

548729 Resolved.
552786 Resolved.
564267 Resolved. (Your friend updated to say things were ok now.)
548647 Resolved. We cannot restore deleted character.
550694 Resolved. The answer you were given is appropriate and complete. We cannot offer assistance with this matter.
FateTwine.2390 Resolved. Thanks for the update. Glad things are ok now!
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
561185 In the queue for account restoration.
566312 In the queue for account restoration.
554814 In the queue for account restoration.
554490 Under review.
560352 Under review.
540907  Under review.
550719 Under review.
560034 Under review. (Please do not submit duplicate tickets, simply update your existing ticket.)
550451 Under review. There are many requests; we ask for your continued patience.
562525 Under review. There are many requests; we ask for your continued patience. Please do not post multiple times in this thread.
563589 You may not be receiving our e-mails. Please see the sticky thread in this forum about this situation, as you may need to contact through another provider.

My support ticket #540907 has been under review for more than 10 days now . Im beginning to feel hopeless :|

You may have more than one open ticket, but I recall answering your request yesterday in a ticket.

#386 - April 26, 2014, 9:18 p.m.

Attention:

Please do not post in this thread to follow up on item replacement requests. They will be dealt with as soon as possible, but I will not be able to review those requests individually.

Please do not post about an account restoration request unless you have been waiting more than five days. Account restorations are the most delicate and time-consuming of all investigation, and we must allows the agents time to do these thoroughly and correctly.

Thank you for understanding.

#387 - April 26, 2014, 9:19 p.m.

Item replacements are running about a week. Please be aware that we are working on them as quickly as possible, even while we are putting our first priority on account compromise incidents, with the assurance that all our players will understand that a hacked account is more time-critical than a courtesy item replacement.

We will answer your requests just as quickly as we can, and we have instituted overtime to help us do so!

#388 - April 26, 2014, 9:22 p.m.

Adrian.3180:

~clip Had serveral tickets ~clip

That is the critical element. Please do not make duplicate or follow-up posts. Please follow up in the existing ticket, to expedite service.

#420 - April 28, 2014, 7:28 p.m.

Update: 28 April 2014

Before the update, a request: Please do not post multiple times in this thread about the same ticket. I just reviewed almost a dozen tickets where someone had posted and then posted again a day or two later. Just as you should submit one ticket, you should post one time to follow up. I go back to my most recent post to collect all the questions, so your inquiry will not be missed. Only if you see a new update, without reference to your ticket number, may you post again. Thank you for your cooperation.

553384 Resolved – Your feedback has been received.
548729 Resolved.
552598 Resolved.
554571 Resolved.
554814 Resolved.
564267 Resolved.
555983 Resolved. Two tickets. Please do not submit duplicate tickets.
555400 Answered today.
550719 Answered Saturday.
554587 Answered today.
569009 Answered today. Your purchase was refunded, so you can repurchase, add the code, and you’re good to go.
552404 Answered yesterday and additional review taking place.
550451 This ticket was incorrectly handled, and we apologize. I believe we will get this resolved for you today.
513029 Closed. No additional information is available.
559606 Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
557040 In the queue for account restoration.
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557511 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
560286 In the queue for account restoration.
565598 In the queue for account restoration.
566428 In the queue for account restoration.
567256 In the queue for account restoration.
567585 In the queue for account restoration.
570131 In the queue for account restoration.
570157 In the queue for account restoration.
567449 In the queue for account restoration. Please confirm that you wish this service.
564688 6(!) tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
549610  The issue is still under review. The survey was simply asking if you had received an informative answer. I feel you have, but you’re welcome to rate as you see fit.
559338 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
561713 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562900 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568368 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566783 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568324 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
534713 Under review. I followed up to ask about progress.
558665 Under review. I followed up to ask about progress.
568230 Under review. The account is suspended to keep it secure during investigation.
554490 Under review.
557007 Under review.
557113 Under review.
557196 Under review.
558540 Under review.
560681 Under review.
561147 Under review.
561510 Under review.
564027 Under review.
573597 Under review.
557353 Under review.
567885 Under review.
563589 Please reopen the ticket by responding with the account ownership verification information our agent requested.
567819 You are asking for items we cannot provide. An agent will respond to your ticket as soon as possible.
566422 Your e-mail account and/or your computer have been hacked. Please re-secure your computer system AND your e-mail account so that we can assist you.
FateTwine.2390 Thanks for your kind words!

#449 - April 29, 2014, 6:49 p.m.

Update: 29 April 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread.

557657 - Resolved.
569291 - Resolved.
559702 - Answered today.
554090 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
569833 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
566112 - Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
574092 - Three tickets. Response sent last Friday. If you did not receive, see the thread about e-mail problems above.
571780 - Two tickets. Answered today.
566284 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566559 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562805 - In the queue for account restoration.
563172 - In the queue for account restoration.
566312 - In the queue for account restoration.
568493 - In the queue for account restoration.
571054 - In the queue for account restoration.
566611 - In the queue for account restoration.
429162 - You have been answered. Forum issues are not Account Issues.
557022 - See this post. You’ll be helped as quickly as possible
557806 - See this post. You’ll be helped as quickly as possible
565516 - See this post. You’ll be helped as quickly as possible
567514 - See this post. You’ll be helped as quickly as possible
557185 - See this post. You’ll be helped as quickly as possible
566244 - See this post. You’ll be helped as quickly as possible
569397 - See this post. You’ll be helped as quickly as possible
565397  - See this post. You’ll be helped as quickly as possible
562525 - See this post. You’ll be helped as quickly as possible
564961 – See this post. You’ll be helped as quickly as possible
564961 – See this post. You’ll be helped as quickly as possible

#451 - April 29, 2014, 7:03 p.m.

Scarycarebear.4125:

Should I just sit tight then for my refund? It’s been almost 7 days now.

Yes, please. There’s no way for us to expedite the courtesy refunds, and clearly our priority must be hacked accounts and other security-related issues. We’re dealing with refunds every day, but they will take a while, as we said at the time the offer was announced.

Thanks for understanding.

#494 - May 1, 2014, 3:18 p.m.

To repeat, since so many are either not seeing this or choosing to ignore it:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

#496 - May 1, 2014, 4:13 p.m.

Update: 1 May 2014

560926 – Resolved.
565488 – Resolved.
567539 – Resolved.
573372 – Resolved.
560926 – Resolved.
566836 – Resolved.
558779 – Resolved. I have received and you have received the final answer on this ticket. It will not change.
566204 – We will help you, but it’ll take a few more days.
571496 – You wrote that you no longer need help. Is this resolved? There are four tickets, including 571177. Are they all from you?
570359 – In the queue for account restoration.
570718 – In the queue for account restoration.
570985 – In the queue for account restoration.
571472 – In the queue for account restoration.
573637 – In the queue for account restoration.
574722 – In the queue for account restoration.
575750 – In the queue for account restoration.
576065 – In the queue for account restoration.
576216 – In the queue for account restoration.
578357 – In the queue for account restoration.
578753 – In the queue for account restoration.
540742 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
540907 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
577006 – Three tickets. Please do not submit duplicate tickets. In the queue for account restoration.
572972 – Two tickets. Please do not submit duplicate tickets. This is under review.
568147 – NINE tickets. Do not submit duplicate tickets. You will received your response in #568147. In the queue for restoration.
562681 – https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
562731 – https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
564232 – https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203
561840 – Under review.
565199 – Under review.
565343 – Under review.
566663 – Under review.
571322 – Under review.
571190 – Under review.
578151 – Under review.
571622 – Under review. Please do not post multiple times in this thread.

#522 - May 2, 2014, 6:37 p.m.

Knuckles.8706:

Once we are “in the queue for account restoration” how long does that typically take?

I need an exact ticket number to review. I have looked at your account and I don’t see that you’re in the restoration queue, so I wonder if I made an error in my response, or if there’s confusion because you have submitted four tickets about the recent issues.

I asked the GM lead and he believes your issue was fully resolved.

I suggest that if you are awaiting further services, you update this ticket and let the team know the help you need: 566112

#526 - May 2, 2014, 9:43 p.m.

Update: 2 May 2014

• Please do not post about item replacements.
• Please do not post more than once in this thread unless you have not seen a response to your inquiry in the most recent three updates. Thank you.

554490 – Resolved
570359 – Resolved.
570718 – Resolved.
570985 – Resolved.
571472 – Resolved.
577006 – Resolved.
562805 – Resolved.
563172 – Resolved.
566312 – Resolved.
568493 – Resolved.
571054 – Resolved.
566611 – Resolved.
557040 – Resolved.
557353 – Resolved.
557413 – Resolved.
557511 – Resolved.
557963 – Resolved.
559026 – Resolved.
560286 – Resolved.
565598 – Resolved.
566428 – Resolved.
567256 – Resolved.
567585 – Resolved.
570131 – Resolved.
570157 – Resolved.
567449 – Resolved.
Copeland.9271 – Resolved. (Please always include a ticket number with a request for review.)
561888 – Reviewed and reopened. We will help you and thank you for your patience, as it may take a few days.
572113 – Answered today.
573277 – Answered today.
573637 – Answered today.
580811 – Answered today. We await your instructions.
Knuckles.8706 – Four tickets. Please do not submit duplicate tickets. If you still need help, please update this ticket: 566112.
564027 – In the queue for a hacked account restoration review.
568230 – In the queue for a hacked account restoration review.
573597 – In the queue for a hacked account restoration review.
576918 – In the queue for a hacked account restoration review.
581052 – In the queue for a hacked account restoration review.
576268 – In the queue for a hacked account restoration review.
575040 – Still in processing. Please see this thread.
570203 – Still in processing. Please see this thread.
Vaske.2817 – Still in processing. Please see this thread.
580832 – Three tickets. Please do not submit duplicate tickets. This is in the queue for a hacked account restoration review.
579888 – Two tickets. Please ask your friend to not submit duplicate tickets. This matter is still under review.
568432 – Under review. I’m sorry for the delay in answering your questions.
578077 – Under review. Thank you for the information you provided.
582329 – Under review. Thank you for the information you provided.
572020 – Was reviewed today; your friend should hear soon.
578315 – Your request requires additional review.
578780 – Your request requires additional review.
ladyosira.9563 – Thanks for your understanding and your kind words!

#580 - May 5, 2014, 4:53 p.m.

To repeat, since so many are either not seeing this or choosing to ignore it:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

#581 - May 5, 2014, 4:57 p.m.

Update: 5 May 2014

573361 – Resolved.
580966 – Resolved.
564907 – Resolved.
585534 – Resolved. Five tickets. Please do not submit duplicate tickets.
569806 – Resolved. As explained, your friend must file a ticket for us to help him or her.
567585 – Answered on Thursday.
564600 – Answered Saturday.
571963 – Answered today.
568870 – Answered today.
586249 – Answered yesterday. Five tickets. Please do not submit duplicate tickets.
578251 – In the queue for a hacked account restoration review. We await your instructions.
581923 – In the queue for a hacked account restoration review. We await your instructions.
567100 – Still in processing.
570328 – Still in processing. Please see this thread.
571151 – Still in processing. Please see this thread.
573525 – Still in processing. Please see this thread.
574675 – Still in processing. Please see this thread.
579471 – Still in processing. Please see this thread.
586094 – Still in processing. Please see this thread.
567829 – Still in processing. Please see this thread.
554492 – This issue is complicated, but the ticket is in the proper queue and it will be addressed as soon as possible.
584069 – Under review
584087 – Under review
568487 – Under review
561120 – Under review.
569838 – Under review.
572644 – Under review.
573501 – Under review.
576901 – Under review.
578711 – Under review.
580836 – Under review.
585042 – Under review.
583430 – Under review.
582075 – Under review.
585578 – Under review.
554090 – Under review. Five tickets. Please do not submit duplicate tickets.
581571 – Under review. Two tickets. This is the active ticket: 581480.
583204 – Under review. The team will need to verify ownership.
578563 – Under review. This now will be reviewed by our Payments Team.
581604 – Under review. This now will be reviewed by our Payments Team.
566112 – We believe your e-mail account is insecure. Please respond via a different, secure e-mail account.
578780 – Your additional questions will be answered as soon as possible.

#584 - May 5, 2014, 5:58 p.m.

Death Snakes.8193:

Gaile Gray.6029:

To repeat, since so many are either not seeing this or choosing to ignore it:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

I think it might be coming up lots because the automatic replies stop after 3 days, would be nice if there was more automatic responses every 48 hours or something just to say “your ticket is still being processed, sorry for the delay”. As i only put mt ticket number here to check it was still in the queue, I don’t mind if it takes a few weeks, but when automatic replies suddenly stop, thought it might have been randomly closed.

Hmmmm…. that is not how it’s supposed to work. I asked for the auto-responses and I definitely want them to continue to go out. It may be a nuisance to some to get the “we’re working on it” response every 72 hours. On the other hand, getting nothing after a few auto-responses breaks confidence that we are still on the case.

I will pursue this to get more auto-responses. Thanks for letting me know about that shortfall.

#611 - May 6, 2014, 7:37 p.m.

Inculpatus cedo.9234:

Gaile, I’ve noticed (at least for me) the link (named this thread) you put in your last few review posts https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-older-Part-2-merged/page/7#post3944203 goes to a one-line post by someone named Shaxxxxx.xxxx on page 7 of this thread. I’m thinking that’s not where it is supposed to go. Either my forum site page is messed up, or the link is broken.

Just wanted to bring it up, in case it was confusing other people.

I think you’re right. The forums, at one time, properly allowed in-thread links, but it seems to be doing it based on page counts, and people may choose a different count than I do, so they’re lead to the wrong post.

Thank you for pointing that out. I have made a new, self-standing and locked thread that I will link to in the future: https://forum-en.guildwars2.com/forum/support/account/About-Gem-Refunds-for-Duplicate-Items/first#post3997411 I believe that that link will work for everyone. I sure hope so, anyway!

#614 - May 6, 2014, 8:24 p.m.

Inculpatus cedo.9234:

bringthepain.3948:

i have sent a few tickets into arena net and its been about three days where i haven’t been able to get into my account. I type in the correct log in information and try to log in only to be told i have to “recover my account”. So i did just that, even changing my password multiple times. I tried again and it told me the same thing, that i must recover my account. All three replies i got from the support team were links for me to change my password, which i stated isn’t the problem. My emails from guild wars changed as well from a log in notice to a “verify your account” notice. The first email i got from guild wars saying thank you for activating my account and my account name have disappeared as well. I am in dire need of help, looking forward to your response via email or forum.
ticket: 592930

It sounds as if your email account has been compromised (the hackers deleted your emails). Be sure to secure it as soon as possible.

I think this may be accurate. Except you say you are getting answers? I suggest that you make one more ticket (aside from the four you’ve already made) and reference 592117, the only ticket that’s still open. I believe there’s a compromise situation involved, possibly of your e-mail account. So secure your computer and write from a different e-mail account.

#615 - May 6, 2014, 9:29 p.m.

Update: 6 May 2014

567840 – Resolved.
558665 – Resolved.
578563 – Resolved.
580836 – Resolved.
581571 – Resolved.
582075 – Resolved.
583204 – Resolved.
568487 – Resolved.
581604 – Resolved.
37937 – Answered Sunday.
593555 – Answered today.
568540 – Answered today. We await your instructions.
591190 – As suggested, see the brief post here.
582075 – Done, and thank you for the update.
540907 – I followed up today.
560681 – I followed up today.
587537 – In review or processing.
576136 – In review or processing.
549600 – In review or processing.
580408 – In review or processing.
578590 – In review or processing.
579719 – In review or processing.
572631 – In review or processing.
579876 – In review.
589213 – In the queue for review or processing. We received your information yesterday.
592930 – Consider communicating from a different computer and e-mail account, because there may be an on-going security issue. Four tickets. Please do not submit duplicate tickets. This is the only open ticket: 592117.
577150 – Please see this Wiki article for information on world transfers. Be aware that you cannot participate in WvW if you transfer worlds during a tournament period.
567585 – Re-sent the message of last Thursday.
567823 – Still being processed. Please see this thread.
579193 – Still being processed. Please see this thread.

#651 - May 8, 2014, 1:30 p.m.

As I have written many times, please note the following:

This thread is not intended for courtesy gem refunds. Please do not post in this thread about duplicate-item refunds. Your request will be addressed as quickly as possible, but the processing takes time.

#653 - May 8, 2014, 3:30 p.m.

Update: 8 May 2014

585578 – Resolved.
585216 – Resolved.
560681 – Resolved.
587975 – Resolved. Awaiting your further instructions.
587537 – Resolved.
549600 – Resolved.
586305 – Answered May 2. We await your instructions.
586318 – Answered May 2. We await your instructions.
580468 – Answered May 2nd. Please do not submit duplicate tickets. You need to answer the question posed in the ticket.
587135 – Answered today.
586532 – Answered yesterday.
569994 – In review or processing. (I sent an e-mail today to ensure it was properly queued for assistance.
590703 – In review or processing.
592129 – In review or processing.
578124 – In review or processing.
594234 – In review or processing.
589831 – In review or processing.
592821 – In review or processing.
589670 – In review or processing. You do not need to make another ticket.
590532 – In review or processing.
580067 – In review or processing. I feel sure we will be able to accommodate your request.
591175 – In review or processing. Three tickets. Please do not submit duplicate tickets.
570758 – Please ask your questions within the ticket, so an agent can update you.
566112 – You were asked to secure your computer and you have not responded since that necessary request. Please continue any discussion in the first ticket and do not submit duplicate requests.
KILLER.9453 – Still being processed. Please see this thread.
592680 – Still being processed. Please see this thread.
586383 – Still being processed. Please see this thread.
582647 – Still being processed. Please see this thread.
579239 – Still being processed. Please see this thread.
587058 – Still being processed. Please see this thread.
575040 – Still being processed. I apologize that you are not getting our update e-mails; I am working on improvements to that system to keep our players informed!
590224 – Two tickets. Even if they were different requests, they are related. Please close the newer one and update the first ticket.
591434 – We believe your e-mail is compromised. (There are 10 tickets in recent weeks) Please contact Support through a new e-mail account, refereing your open ticket, 591434.
572644 – Please do not post harsh and inaccurate comments. You are asking for replacement of items that you sold; you will be answered as soon as possible.
578590 – Answered today.
549144 – Final answer: You are not eligible for the refund that you requested.
554090  – Final answer sent April 25th. Your account is not eligible for restoration.

#727 - May 14, 2014, 12:57 p.m.

Hello,

I will be reporting updates later in the day. In the meantime, I have flagged several posts for removal. Let’s please keep this a very focused thread, and not get into off-topic commentary.

Helping someone figure out how to submit a ticket is very nice. Reminding folks that they should be patient and that ticket volumes currently are quite high is helpful to them and to us. But posting comments about someone else’s personal situation may cross into off-topic or inappropriate commentary.

Please help us keep this thread useful, efficient, and on topic. Thank you.

#730 - May 14, 2014, 3:25 p.m.

Updates: 14 May 2014

I will be adding more tomorrow, but for now, here are some updates based on individual reviews:

570813 – Resolved.
580549 – Resolved.
584826 – Resolved.
593822 – Resolved.
595432 – Resolved.
595709 – Resolved.
596166 – Resolved.
580468  – Resolved.
590224  – Resolved.
591190 – Resolved.
591434 – Resolved.
572631 – Answered Friday.
573995 – Please report; an agent also has reported this bug but it would help if you did as well.
580468 – Please create a new ticket using a different e-mail address so we can assist you.
582133 – Still being processed. Please see this thread.
587421 – Still in processing or review. (There appear to be a couple of issues; you should hear soon.)
595847 – Under review.
589334 – Under review.
602805 – You deleted your chars for a free world transfer and we are not able to reverse that process.
584061 – You’ve asked about changing game worlds. See this article: http://wiki.guildwars2.com/wiki/World#Transferring

#748 - May 15, 2014, 5:32 p.m.

Update: 15 May 2014

576479 – Resolved.
592117 – Resolved.
594234 – Resolved.
597272 – Resolved.
599753 – Resolved.
600234 – Resolved.
600710 – Resolved.
601116 – Resolved.
602424 – Resolved.
606761 – Resolved.
608361 – Resolved.
554090 – Resolved.
597151 – Resolved.
603124 – Resolved.
603883 – Resolved.
609799 – Resolved.
611494 – Resolved.
612731 – Resolved.
40713 – Resolved.
595319 – Resolved. (Also 595432)
572074 – Resolved. The gems were added to your balance, as explained in the ticket.
591458 – Resolved. Four tickets. Please do not submit duplicate tickets.
601110 – Resolved. Four tickets. Please do not submit duplicate tickets.
580408 – Resolved. Two tickets. Please do not submit duplicate tickets.
595963 – Answered today.
581258 – Answered today.
583051 – Answered today.
583884 – Answered today.
584061 – Answered today.
584189 – Answered today.
600091 – Answered today.
608549 – Answered today.
612296 – Answered today.
606009 – Answered today.
589228 – Answered today.
597954 – Answered today.
605312 – Answered yesterday.
583362 – Answered Tuesday.
603299 – Answered Tuesday.
602837 – Answered Tuesday.
561120 – Should be resolved today.
606549 – Have you submitted eight tickets about this? If not, then it seems clear your e-mail account is insecure. Please write support from a new, secure e-mail account and include the ticket numbers of those you submitted in the subject line.
609026 – In queue for review or processing.
578360 – In queue for review or processing. Thanks for yesterday’s update.
587162 – In queue for review.
594539 – In queue for review.
595827 – In queue for review.
576496 – Please report; an agent also has reported this bug but it would help if you did as well.
Kirimitsu.2049 – Please see this thread.

#785 - May 19, 2014, 5:31 p.m.

Update: 19 May 2014

585161 – Resolved.
589736 – Resolved.
609210 – Resolved.
612238 – Resolved.
614025 – Resolved.
614025 – Resolved.
613325 – Resolved. Also 404710. Please do not submit duplicate tickets.
617960 – Resolved. Also 615695. Please do not submit duplicate tickets.
615034 – Answered Friday. Please follow instructions in response.
591466 – Answered Saturday.
595827 – Answered today.
603951 – Answered today.
614846 – Answered today. Please ask your wife to submit a new ticket from a different, secure e-mail account.
592918 – Answered yesterday.
596830 – Final answer send on May 10. As explained, further appeals will not be answered.
611002 – Final answer sent on Saturday.
598335 – In queue for review or processing.
598562 – In queue for review or processing.
599030 – In queue for review or processing.
599221 – In queue for review or processing.
600731 – In queue for review or processing.
601885 – In queue for review or processing.
602117 – In queue for review or processing.
602185 – In queue for review or processing.
605252 – In queue for review or processing.
606009 – In queue for review or processing.
609286 – In queue for review or processing.
616782 – In queue for review or processing.
621861 – In queue for review or processing. Also 622065 – *Please do not submit duplicate tickets.
618169 – In queue for review or processing. Please don’t submit a new ticket, just wait for an answer on that one.
606795 – In queue for review or processing. Update 528181 if you have questions.
605807 – Please answer verification questions in Ticket No. 596544.
596928 – Upon review, I believe you got an erroneous response. We’re looking at this again. Thanks for your patience.
Bernie.8674 – We have no ticket from this account. Please click Support above and then Submit a request, providing as much info as possible.

#788 - May 19, 2014, 6:31 p.m.

hybrid.4531:

GM,

Hi there, Submitted a ticket yesterday(i honestly submitted one then someone said they escalated it and I would hear back once reviewed. I made another our of spite since I just purchased a transfer to play with friends. I understand I will get zzzed for that but what the hell I just dropped money to play with friends and got screwed over when I did have a complex password and a location identifier.(Everything has been changed again as well so no need for directing me to links)) for being stripped on my main char. I wanted to confirm whether or not I can still play on my alts without having to worry about a rollback. My tickets are 624021 and 624450 if they are needed.

Thanks,
Dan

This thread is not intended as a means of escalating tickets of <24 hours. It’s for tickets at least 3 days old.

But since you asked a question, if you are going to seek an account restoration, everything will be rolled back. So I would suggest you not play until after the account is set back to its closest “snapshot.”

#802 - May 20, 2014, 5:57 p.m.

Update 20 May 2014

614846 – That is a very confusing situation, and I sent it over to see if we can get traction on it. I think you’ll find this is resolved very soon.
610552 – Answered today.
554090 – It appears your e-mail was hacked. Are any of your tickets from a new secure e-mail address? We’re looking into this.
612886 – In queue for review or processing.
613766 – In queue for review or processing.
616877 – In queue for review or processing.
608074 – In queue for review or processing. Thanks for your patience!
616207 – In queue for review.
586422 – Under review.
613325 – You never established you are the owner of the account, as explained in ticket 311950. Update 613325 if you can do so.
609210 – Final answer: The account was used to exploit, and was not compromised. We will not be able to reinstate it.

#836 - May 23, 2014, 9:09 p.m.

Update: 23 May 2014

614326 – Resolved.
620060 – Resolved.
608234 – Resolved.
614303 – Resolved.
610552 – Resolved.
616207 – Answered today.
614023 – Answered today.
604393 – Answered today.
613847 – Answered today.
616877 – Answered yesterday.
608074 – Answered yesterday.
613766 – Answered yesterday.
605748 – Answered yesterday. We are not able to provide you the detailed info that you requested. Please consider posting in the BLTC Forum for assistance.
614846 – Answered Monday. I see no updates from your wife since, and we still believe the e-mail account is compromised. Please have her submit a new ticket with this number in the subject line and continue to work with CS on this.
629187 – Seems this is heading towards resolution.
620968 – In queue for processing.
624931 – Still in review.
619692 – In queue for review or processing. Your update from yesterday will be noted.
622116 – In queue for review or processing.
617746 – In queue for review or processing. This appears to be the third ticket about this matter and I believe you’ve already been answered, but an agent will respond.
584087 – Final Answer was given on May 15th.
607815 – Final Answer was given yesterday.
613325 – Final answer sent in Ticket 404710. If you need to do so, create a follow-up ticket and ask for a review.
609210  – The account was involved in exploiting the game, and yet never appears to have been hacked. Please address any further questions in the ticket.

#858 - May 28, 2014, 7:07 p.m.

Update: 28 May 2014

626791 – Resolved.
642661 – Resolved.
627781 – Answered 5/26
601952 – Answered 5/26. We cannot assist you because the item does not qualify, as explained.
634568 – Answered today.
612255 – You other ticket was answered today. As explained on 21 May regarding your report, we do not discuss outcomes of our investigations.
596928 – Following up on this.
628319 and 635144 – Following up on this; all your tickets are visible and thanks for sending the new info.
625113 – In queue for review or processing.
614846 – We believe your e-mail account is compromised. Please submit a new ticket (this one is closed) with this ticket number in the subject line and continue to work with CS on this.
635353 – We are not able to remove account upgrades, and that is why we cannot refund the gems you spent on your mistaken purchase. I’m sorry, but there’s no way to remove them, and giving a refund without their removal would have significant negative repercussions.
638010 – Your friend needs to discuss in the ticket. Ownership is in question.
570269 – CS sent you one item. However, we cannot replace your Essence. If it is missing, the agent was correct to ask you to submit an in-game bug report. There’s nothing further we can do for you.

#876 - June 2, 2014, 7:47 p.m.

Update: 2 June 2014

641654 – Checking with agent on this.
630552 – Answered May 22. If you did not receive the response, you may wish to make a new, unique e-mail account and submit a new ticket with this number in the subject line.
642436 – Answered May 30.
638920 – Answered May 25. If you did not receive the response, you may wish to make a new, unique e-mail account and submit a new ticket with this number in the subject line.
625113 – I sent a follow-up tonight, as it appears your friend has not received any response whatsoever and I’m sorry to see that. We will look into this!
643539 – I sent a follow-up tonight.
46560 – Under review.
650996 – Under review.
647472 – Under review.
636297 – Final Answer: Provided in March. You were unable to establish ownership of the account, so the matter is closed.
586422 – Final Answer sent today. We are not able to provide you the information you request, but again suggest you visit the forums to gain that info.

#896 - June 9, 2014, 6:25 p.m.

Update: 9 June 2014

625113 – Resolved.
624807 – Resolved.
655261 – Resolved. As explained, it takes a few days for processing but you should be fine now.
652690 – Resolved in Ticket No. 654968.
669498 – Resolved. Answered today with as much detail as we’re going to provide.
655526 – Sent over for review by a senior agent today. Sorry for the delay.
658292 – In queue for review or processing.
656560 – In queue for review or processing.
631791 – In queue for review or processing.
637218 – In queue for review or processing.
638920 – It sounds as if you are making progress. We are sorry for the e-mail issues and continue to try to work with ISPs to stop blocking our mails!
643937 – You had blocked our address (the noreply one) as spam back in February. We will get the reset out to you today and it should go through properly.
618169 – You were given a refund on April 19, as explained in Ticket No. 541400. If you have further questions, please update that ticket.
636297 – Please take any further discussion to the ticket. Thank you.
652384 – The agent has responded correctly: We cannot give a refund for account upgrades, because they cannot be rescinded or removed. Sorry.
606795 – As I requested in Mid-May, please update 528181 to request more information. I am concerned that ownership is in dispute. If 528181 is not your ticket, please create a new ticket using a completely different e-mail address.
656302 – The team was unable to verify you owned the item, therefore cannot issue a refund. Please direct any questions to the team via the ticket. Thank you.

#909 - June 11, 2014, 5:20 p.m.

Update: 11 June 2014

658292 – Resolved.
670422 – Resolved.
598335 – Answered today.
653398 – Under review.
646613 – I apologize, this was not in the proper queue so I am glad you asked about it. I have moved it and I believe you will receive an answer very soon. Thanks for understanding.
130922-002084 – Apologies but we do not have access to the old tickets. If your husband wishes to discuss this, he will need to start a new ticket and provide the details to the team.
667673 – Final answer sent today. We cannot give access because it does not appear your friend is the legitimate owner of the account.
636297 – You were answered in 404710. You contend that you are providing the proper serial code. We know that you are not. Because you are not contacting us from the associated e-mail address, and because the codes don’t match, we have no confidence that we are dealing with the original account owner. You may update the first ticket if you need to discuss further, but I honestly don’t know how the team can help you with the lack of confirmation of ownership at this point.

#918 - June 19, 2014, 4:48 p.m.

Update: 19 June 2014

669126 – Resolved.
663460 – Resolved.
679900 – Resolved.
454726 – Multiple tickets: Please ask your friend to not submit duplicate requests. His request was denied because the person submitting the appeal is not the account owner. (I suggest you post only for players with whom you personally are acquainted to avoid this sort of unnecessary review.)
680304 – We are unable to establish that you are the owner of the account. Please update your ticket if you have questions.
549412 – Please review the response of April 25, and review these articles: https://www.guildwars2.com/en/news/introducing-the-wardrobe-system/ and https://help.guildwars2.com/entries/46419166-Wardrobe
656560 – So sorry for the delay in getting this finalized. RMT was involved. But the good news is that we will be able to take care of this fully, with restoration and all. It’s flagged for action as soon as possible and thank you for your patience!

#932 - June 25, 2014, 3:16 p.m.

Update: 25 June 2014

690016 – Resolved.
693870 – Resolved.
692210 – Resolved.
693028 – In processing now.
643093 – You closed your ticket saying you no longer needed assistance. Please update the ticket or create a follow-up to discuss with the team.
698308 – We believe the e-mail account is compromised. Please have your friend create a new ticket from a different, secure e-mail account and reference this ticket number in his new ticket.
685948 – Three tickets. Please do not submit duplicate tickets. Our agent responded today on Ticket No. 676829 requesting more information.
694170 – Ownership verification questions sent on 21 June. Once answered, I’m sure an agent can help you.

#934 - June 25, 2014, 3:33 p.m.

Kanenas.4906:

Gaile Gray.6029:

Update: 25 June 2014

643093 – You closed your ticket saying you no longer needed assistance. Please update the ticket or create a follow-up to discuss with the team.

I created follow-up, ticket (685073:WvW reward not correct)

Please allow the team time to respond to that new ticket. If you need assistance, you may post here after the new ticket is at least 3 days old. Thanks.

#944 - June 30, 2014, 6:17 p.m.

Update: 30 June 2014

700315 – Answered today.
680084 – Should be answered today.
702756 – Should be answered today.
685073 – Final answer was sent on 23 June.
596544 – We would be happy to restore the account, but we asked for your permission on June 22. Please update this ticket to agree and the team will take care of this.
694170 – Your friend did not respond to the verification questions, which were sent out on 21 June. If he’s not getting our e-mails, ask him to create a new ticket using this ticket number in the subject line and using a different e-mail provider.

#951 - July 2, 2014, 5:50 p.m.

Update: 2 July 2014

706720 – Resolved.
706865 – Resolved.
695254 – Resolved.
700791 – Answered today.
709190 – I’ve reviewed this and it is still in process. Thanks for your patience.

#953 - July 2, 2014, 6:07 p.m.

Vores.7683:

Ticket number: 709656
Thank you

I took a peek at this ticket, and an agent did answer you on Sunday. Therefore, I’m worried that either you’re having trouble getting our mails or someone has access to your e-mail account and deleted the ticket response. (If you did not receive the automatically-generated e-mail, please check any spam/junk mail folders, because some e-mail services might flag the auto-generated password e-mail as spam. Please also read the thread about e-mail problems for more information.)

Can you contact the team on a different e-mail address (different provider) using this ticket number in the subject line? We definitely want to help you, so please do get in touch!

#960 - July 3, 2014, 2:46 p.m.

Caelan.2489:

Is there a similar forum for GW1 support tickets? Thank you.

There isn’t a similar forum for GW, but if you want to post the five-digit ticket number here I could try to take a look at it.

#961 - July 3, 2014, 7:11 p.m.

Update: 3 July 2014

721606 – Answered today on 721606. If you did not receive the e-mail, please read this forum post: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262
712107 – Answered today.
712355 – In queue for processing.
711769 – In queue for processing.
712464 – Please ask your friend to not submit any additional tickets at this time. We will review this situation and respond to him.

#973 - July 7, 2014, 7:06 p.m.

Update: 7 July 2014

723365 – Resolved.
711769 – Resolved.
722976 – Answered Saturday.
719200 – Following up on this now. I’m sorry for the delay.
718318 – Following up on this now. I’m sorry for the delay.
715527 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
724968 – We are sending password resets, but it appears you are not receiving these. An agent will review and reach out to you very soon.
722932 – Under review
724954 – Under review or in processing.
719879 – As explained in the ticket, you will not receive a response to your e-mail, but we’re very happy that you submitted the report and it will be reviewed!

#976 - July 8, 2014, 3:54 p.m.

Update: 8 July 2014

680084 – Resolved.
700315 – Resolved.
702756 – Resolved.
711769 – Resolved.
712355 – Resolved.
724954 – Resolved.
596544 – Resolved. See Ticket 692696.
719200 – Answered today; under review with apologies for the delay.
724968 – Answered today; an agent will respond to your concerns as soon as possible.
722932 – Answered today.
727138 – Answered today; under review with apologies for the delay.
715527 – I believe this will be resolved today.
716681 – I believe this will be resolved today.

#979 - July 9, 2014, 6:49 p.m.

Loki.8149:

Hi Gaile I would like to update you with some information regarding ticket # 718318 , I went into gem store selected paypal then the 50.00 dollar package, went through all the windows in game and then it brought up in my browser the paypal website, I logged in and then it came to the payment review page with one button at the bottom saying “Pay Now”. I then clicked the button 2 to 3 seconds went by and then a page popped up and said this “Unfortunately there was an error with the payment provider. Please try again later. If this error still persists please contact customer care.” Now to be fair you people have made serious progress as far as paypal goes because before I could not even get half this close, I hope my info is able to get all this fully rectified.

PS I went back after and tried a 2nd time and still got the exact same outcome, also the credit card option still does not work for me it will either say “forbidden” or “failed”.

Great details, Loki. Thank you! In return, I can see that your ticket is making progress and should be resolved in the very near future. (I’m sort of secretly hoping today, but I really don’t know how volume will impact it.)

The point is, you’ve hit some sort of ceiling on purchases and you’ve done nothing wrong. Things should work, but there are safeguards that may be impacting you, and they can be adjusted to allow you to proceed as you desire. I should add I don’t think there’s a bug, but I’ll leave that to smarter bears than I.

We’re really grateful for your support of the game, and definitely appreciate your patience!

#980 - July 9, 2014, 6:51 p.m.

FatMongol.6380:

hello: Gaile Gray
my friend account Error blocked the request for help
Ticket: 727823
Over the past five days has been no response?~
thanks for you !~~

Your friend has received numerous responses — six (6!) in one ticket alone. This is the final answer which was already provided to him: The account to which he is trying to gain access does not belong to him, and we will not give him access to that account.

Please do not post about this again.

#985 - July 14, 2014, 1:25 p.m.

Update: 14 July 2014

Two requests:

• Do not ask for review of someone else’s ticket unless you know that person. Culling random comments from other forums or social media is not appropriate.
• Always include a ticket number in your request.

718318 – Resolved.
744205 – Resolved.
712464 – Resolved in ticket 713560. Please ask you friend to not submit duplicate tickets in the future. It appears he submitted 8 tickets on this matter and that greatly slows our processes.
709656 – Answered July 3.
727823 – Final Response send in #718610
735323 – Under review, but this person needs to immediately STOP submitting duplicate tickets. We have received a flood of tickets, possibly from someone who does not own the account.
Jaibas.9312 – Answered on May 24th. Giving, trading, or sharing an account is against the User Agreement, and we cannot help you with this account.
Haxel Rose.5412 – We have not had a ticket from you since February. Please review this thread for assistance: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

#993 - July 15, 2014, 5:58 p.m.

Update: 15 July 2014

713560 – Resolved.
Jaibas.9312 – Resolved in ticket 753963. Thanks for updating to let us know.
715527 – We should be sending an update on this situation today.
743638 – I requested a review today.
Haxel Rose.5412 – Thanks for using the in-game report system, but please note that in-game reports, while reviewed daily, do not receive a response.
735323 – Final Answer: As you have been told repeatedly, your account was not hacked. You deleted a character in error and we do not offer account restorations for that situation. Please do not submit any more tickets.

#998 - July 17, 2014, 5:53 p.m.

Update: 17 July 2014

749494 – Resolved
747706 – Resolved.
715527 – Please ask your additional question within your current ticket.
754149 – This ticket is less than 2 days old. This thread is intended only to check on tickets that have gone three full days without response. Please allow the team time to help you.

#1000 - July 17, 2014, 6:48 p.m.

Midnight.2348:

Dear Gaile , i send ticket # 747706.
My problem is not solved . I checked it while doing my daily.
It’s not nice to be cheated for suport.

You are not being “cheated” by support. You were asked to report an in-game issue in the game, and you later wrote to say you’d received some of your rewards. If you are still entitled to rewards, you need to report that, as requested. If you need additional information, please update your ticket. The forums are not the proper place to discuss individual account reward questions because each case is different and each account has its own set of details.

#1007 - July 21, 2014, 5:44 p.m.

RoyalPredator.9163:

Jeez Gaile, why have you had to close my topic?
https://forum-en.guildwars2.com/forum/support/account/To-Support-or-To-Gaile-Gray

No, there is No ticket yet, because the system doesn’t allow me to create one.

You should be able to submit a ticket now. I looked into the account configuration and it should allow a customer support or account-related ticket at this time.

#1008 - July 21, 2014, 5:58 p.m.

Update: 21 July 2014

754736 – Resolved
754149 – Resolved
743638 – Answered today in Ticket No. 743332
759837 – This was resolved last Thursday in Ticket No. 759613. If you did not receive the response, please see this thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262
762548 – Final answer: You were not hacked. You may not post again.

#1012 - July 22, 2014, 4:54 p.m.

Update: 22 July 2014

765888 – Resolved
750877 – A response was sent on July 15th. If she did not receive the response, please ask her to read this thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast/first#post3785262

#1016 - July 24, 2014, 6:18 p.m.

Update: 24 July 2014

750877 – E-mails come from different “sending” addresses. Please read the thread I linked on Tuesday and follow the instructions about writing from a different email address as a temporary means to reach us. I really believe your support responses are simply being filtered and we cannot amend that on our end.
762211 – I am looking into this to ascertain if this is a known issue and how we can handle such issues.
774294 – This ticket was submitted just yesterday. It will be answered as soon as possible.

#1018 - July 25, 2014, 8:19 p.m.

MeefChurrito.2793:

Hi Gaile! My friend has been unable to log in for quite a while. His current ticket is 775424, although he submitted a request a few weeks before this and never received a ticket number.

Thanks!

I see two tickets from your friend, once closed (appropriately) as a duplicate. I suggest he read the sticky post at the top of this sub-forum, because the team is sending responses, and he clearly is not receiving them. Sorry I can’t help more, but he might consider the option of using a different ISP to contact us, being prepared to verify ownership, of course.

#1030 - July 29, 2014, 4:03 p.m.

Ellieanna.5027:

Gaile Gray.6029:

MeefChurrito.2793:

Hi Gaile! My friend has been unable to log in for quite a while. His current ticket is 775424, although he submitted a request a few weeks before this and never received a ticket number.

Thanks!

I see two tickets from your friend, once closed (appropriately) as a duplicate. I suggest he read the sticky post at the top of this sub-forum, because the team is sending responses, and he clearly is not receiving them. Sorry I can’t help more, but he might consider the option of using a different ISP to contact us, being prepared to verify ownership, of course.

I think Gaile means email address. Try using a different email address if the first one isn’t getting the responses. Usually means there is a block, and Anet cannot get past it.

No, I mean E-mail provider (sometimes but no always associated with one’s ISP, so I should have used that term). Using Name#[email protected] and then switching to Name#[email protected] does not solve the problem. Using a different e-mail provider is the step to take.

#1031 - July 29, 2014, 4:33 p.m.

Update: 29 July 2014

766748 – Resolved.
761518 – As updated yesterday, this is still being examined and we hope for a fix soon.
778164 – Answered on Friday. Please update your ticket (respond to the e-mail) if you still need assistance.
781594 – Requested review; it may take a bit because ownership disputes are very sensitive.
750877 – I re-sent the e-mail today.
freya icyian.8192 – There are no tickets in the system from this name. Please provide a ticket number or submit a ticket, as appropriate.
771796 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
765913 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
780117 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
787289 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.

#1036 - Aug. 1, 2014, 6:53 p.m.

Update: 1 August 2014

789248 – Resolved.
795910 – Resolved.
762211 – I updated two e-mail threads about this internally but so far do not have any new information to share.
793364 – In the queue for assistance. Apologies for the length of time you’re waiting.

#1041 - Aug. 4, 2014, 7:08 p.m.

Update: 4 August 2014

801544 – Resolved
801708 – This ticket is not three days old.
793236 – Final answer provided in 770703
771369 – Final Answer: As stated previously, your account was not hacked. It will remain closed due to use of a third-party program.

#1050 - Aug. 8, 2014, 6:44 p.m.

Update: 8 August 2014

803451 – Resolved
801708 – Resolved
776018 – Resolved
809386 – Resolved
793364 – Resolved
781594 – Resolved
761518 – Resolved
774294 – Resolved
778164 – Resolved
806483 – Known issue, still being worked on.
762211 – Known issue, still being worked on.
64456 – Ticket is still under review.
810545 – Ticket is still under review.
781336 – Final Answer: The account was closed due to an account dispute related to the account’s resale, which is strictly forbidden. It was not hacked by an unknown third-party; the termination will not be reversed.

#1068 - Aug. 13, 2014, 2:46 p.m.

Update: 13 August 2014

64456 – Resolved.
818489 – Resolved.
816866 – Resolved.
827281 – Resolved.
821993 – Resolved.
817700 – An agent is reviewing this.
821062 – Agent responded on Sunday. Please see the sticky thread about e-mail issues if you did not receive that response.
789732 – The team was unable to establish ownership of the account. None of the information provided proved ownership, so they are unable to help. (The non-matching information is not solely related to the e-mail address but to all details on the account.)
820016 – Ownership of the account is in question, As the team explained, they are unable to fulfill your request based on the information provided.
818146 – Final Answer: You do not qualify for a display name change. A single, common name does not pose a security risk.
Waffles.1092 – We have no tickets related to this display name. Please e-mail [email protected] if you are unable to use the “Submit a request” ticket form linked through “Support” at the top of this page.

#1079 - Aug. 15, 2014, 6:40 p.m.

Update: 15 August 2014

818489 – Resolved.
833637 – Resolved.
833972 – Response sent yesterday; we need more info to help you.
821062 – As explained in 829223, this has been escalated for assistance.
722968 – This is assigned to a specific agent who will try to help you as soon as possible.
796057 – In Ticket #823808 you were asked to submit through the ticket interface. Please do so so the team can assist you.
836478 – This ticket is only minutes old. You may not use this thread until your post is at least 3 full days without resolution.
832706 – This ticket is only 2 days old and you received an update today. You may not use this thread until your post is at least 3 full days without resolution.
Kelkith.7014 The team assuredly did try to help, but none of the information provided was accurate on the account. Wrong name, wrong address, missing credit card, no serial code, etc. Your friend is welcome to discuss in the ticket to explain why this so clearly does not appear to be his account.

#1095 - Aug. 18, 2014, 6:42 p.m.

Rei.3279:

Ticket#836620

I assure you your post was fully read. And now, you’ve posted again asking how to get help. Here’s the simple answer: Do not continue to update your ticket; wait for the response, as you were asked in the ticket. You’re requesting replacement of an item nearly a year old, you’re not able to provide us the detailed information we need, but we will continue to try to help you.

Your ticket has been assigned to a specific individual for review, and if we are able to help you, we will. However, constantly updating, or frequently asking for information pulls your ticket out of that agent’s queue and sets it back into the normal one. This is a system feature, not a problem. It ensures that if someone becomes ill or goes on vacation, the ticket doesn’t sit in an unattended queue. That means the system is working as intended, but you’re rather foiling your own attempts to get help by continuing to update your ticket, even while asked simply to await help.

Please allow the agent to review this in the next 48 hours.

#1096 - Aug. 18, 2014, 6:46 p.m.

Cleat.4726:

…
796057 – In Ticket #823808 you were asked to submit through the ticket interface. Please do so so the team can assist you.
…

my problem is i CANT log in the ticket interface site to look at the open tickets

i forgot my password and when i use "password forgotten " …write in the address… i do not recieve a mail with the new password

There is not “log in” for tickets. You simply click “Support” at the top of the page, click “Submit a request” and that will create a ticket. From then on, ticket discussion takes place through e-mail. But the initial ticket must be created through the interface for security reasons.

#1097 - Aug. 18, 2014, 6:53 p.m.

Kelkith.7014:

Gaile Gray.6029:

Update: 15 August 2014
Kelkith.7014 The team assuredly did try to help, but none of the information provided was accurate on the account. Wrong name, wrong address, missing credit card, no serial code, etc. Your friend is welcome to discuss in the ticket to explain why this so clearly does not appear to be his account.

No, they did not try to help. Looking at the email, they merely informed him that they could not help him with his account. They made no attempt to work with him, or ask for any specific information. Currently we’re faced with two options: buy a new account while its still half off. Or, switch over to playing a different game. At this point the sheer lack of customer service is pointing towards switching over. I hope we can still get this resolved.

They absolutely did ask questions, and they have continued to try to help. However, each of answers submitted by your friend was inaccurate or he was not able to provide the info at all. If he wants to continue the discussion in a ticket, that’s fine. But he’s going to need to explain why all the information — name, address, birthdate, etc. — does not match what is on the account. There may be an explanation that allows us to help, but we cannot turn over an account when the information does not match and when there is no explanation for the discrepancies.

It is the responsibility of the petitioner to verify account ownership, and despite our attempts to aid the process through asking relevant questions that should be easily answered, the correct information has not been forthcoming. Please do not continue to Customer Support at fault when the onus for this situation is on the account holder.

This is your final answer in this forum. We are happy to help in the ticket if the person petitioning us is able to prove he is the account owner. It’s really that simple, and it’s really that reasonable, from a security and responsible-processes viewpoint.

#1098 - Aug. 18, 2014, 7:21 p.m.

Update: 18 August 2014

835774 – Resolved.
838089 – I have asked an agent to look at this immediately to correct the misunderstanding about the account’s needs.
816409 – In queue for review.
837745 – In queue for review.
831029 – In queue for review.
829223 – In queue for review.
821972 – In queue for review.
Rei.3279 – See my post above.
Kelkith.7014 – See my post above.
Cleat.4726 – See my post above.

#1100 - Aug. 20, 2014, 7:11 p.m.

Update: 20 August 2014

838089 – Resolved.
722968 – Resolved.
837745 – Resolved.
837122 – In queue for continued review.

#1104 - Aug. 21, 2014, 10:18 p.m.

I will check into each of these and update you tomorrow morning. And yes, as you request, I will check to see if there’s a way to expedite responses. However, I know the team is very busy and they will answer as quickly as they can.

Thanks for your patience, and here’s to hoping for a quick resolution!

P.S. Fitz — I’m happy to help you, but I really, really need to have your ticket number, and I don’t think I see it? Thanks.

#1110 - Aug. 22, 2014, 8:48 p.m.

Update: 22 August 2014

838089 – Resolved.
722968 – Resolved.
837745 – Resolved.
831029 – Resolved
830142 – The agent is expecting one final internal process and should be able to help you wrap this up when that happens.
843253 – Agent responded Monday. You need to verify you want a refund, after recognizing the outcomes.
837122 – In queue for continued review.
69969 – In queue for continued review.
68483 – In queue for continued review.
829223 – In queue for continued review.
844340 – Final Answer: Ticket is closed. The account was tied to credit card fraud, as explained multiple times and the account will not be reinstated. Please do not petition on behalf of your friend again; he knows full well what took place.
837122 – You have requested your third account restoration. The team must review this very, very carefully, as they have explained. So we ask for your patience.
Selianna.8263 – I need your ticket number in order to review, please, assuming the ticket is at least three full days old.
simon.3961 – The player who asked you to submit on his behalf is ineligible for assistance, as he well knows. As we say in the notes, you should never submit a ticket unless you know the person very, very well.

#1111 - Aug. 22, 2014, 6:41 p.m.

I have to step away for a medical appointment, but I promise to review each of these as soon as I return! Thanks for understanding.

#1129 - Aug. 26, 2014, 7:15 p.m.

Update: 26 August 2014

846312 – Resolved. Please do not submit duplicates tickets in the future; they delay the response that we can send you and other players.
845174 – An agent is actively reviewing this now. However, I’m told this issue appears to be resolved, so could you kindly try again now and update the ticket if you still cannot purchase. Thank you for your patience!
854830 – Agent requested additional account verification information. Please respond to that e-mail so the ticket can progress.
837122 – In queue for continued review. (I note you’ve updated your ticket with additional information that clarifies your request, so thank you.)
834621 – In queue for review.
836620 – In queue for review.
857504 – In queue for review.
845646 – In queue for review.
829223 – In queue for review.
846296 – This issue is still being analyzed and we hope for an update soon.
844991 – This issue is still being analyzed and we hope for an update soon.
68483 – Final answer: This will be addressed in the ticket; please do not post updates in this thread as they are unnecessary.
849987 – Final answer: The person contacting us does not appear to own the account, so this request has been denied.
Xadera.9184 – You may not post in this thread unless a ticket has been submitted and it is at least three days old. Please review the suggestion above. It will probably correct the situation.

#1138 - Aug. 29, 2014, 11:54 p.m.

Update: 29 August 2014

840977 – Resolved.
69969 – Resolved.
Ox Lee.7319 – I believe you were assisted and the matter was resolved in Ticket #852025
864201 – Still investigating, and I’m so sorry you’re having the problem. The team is pursuing it.
858749 – I have routed this with a special request to resolve ASAP.
837122 – In queue for further review. You are asking for exceptional assistance, so please be patient while the team determines if they can help.
Fitz.6931 – You’re very welcome. Thank you for your kind note.
858749 – Final Response: The person contacting us does not appear to own the account, so this request has been denied.

#1143 - Sept. 2, 2014, 6:44 p.m.

Update: 2 September 2014

861416 – Resolved.
819209 – Please do not submit any more tickets! There are far too many involved in this situation and your answer (and everyone else’s will be delayed indefinitely if you continue to submit new tickets. Please allow the agents to focus on this one to get it resolved.)
865713 – I need both ticket numbers in order for us to review this.
851984 – In queue for review. Multiple account compromise incidents do take extra time.

#1145 - Sept. 3, 2014, 1:49 p.m.

vitali.1609:

865813 was the ticket number for my other account that was recovered and rolled back to get all my stuff back.
Josh was the very cool and very awesome person that helped me out.

Ty for looking into this

UPDATE: Issue resolved. TY Fluffy and Josh for fixing my problem.
Mobile Authenticator now linked to all accounts with new passwords!

Wonderful — I’m glad that the team was able to help you get everything sorted!

#1151 - Sept. 5, 2014, 7:11 p.m.

Update: 5 September 2014

819209 – Resolved.
865713 – Resolved.
871451 – Resolved. (Also Ticket 868111.)
864201 – Resolved.
836620 – Resolved.
845646 – Resolved.
829223 – Resolved.
854830 – Resolved.
851984 – Final Response sent today.
860217 – Under review.
876771 – Under review.

#1156 - Sept. 8, 2014, 6:36 p.m.

Update: 8 September 2014

860217 – Resolved.
879281 – Resolved.
876539 – In queue for review in Ticket 868860.
759011 – Final Response: You received a response from the Forums Team.
844939 – Final Response: As the account owner has been told, this account is in disputed ownership due to a lack of personal security measures. More than a dozen tickets have been submitted from various people and this matter is closed.

#1199 - Sept. 17, 2014, 5:31 p.m.

Hey all,

I wanted to post in this thread to let you know that I’ve accepted a new position at ArenaNet, and I will no longer be your point of contact for this thread or the Account Issues Forum in general.

I will still be very active in the forums as a whole — that’s for sure! However, a Customer Support Team member will be helping you in this sub-forum and a Technical Support rep will help over in Tech Support. They’re all great, so you’ll be in terrific hands in the future!

Thanks for all the good times and the positive help so many of you have given me here! <3

#1200 - Sept. 17, 2014, 5:45 p.m.

Uberfish.2398:

I’m not sure if this is the correct place to post as I cannot find anything similar for Guild Wars 1 and currently after three tickets the support staff are still unable to give an answer to my problem.

Ticket number #79263 Currently open, no reply received since last week and appears to have been closed without a reply since I received a satisfaction survey.

previously #78906 (CS Staff ignored my final reply for over a week, no satisfaction survey received).

and also #79228 CS Member only requested I submit the request using the web interface. Something I’d done already as the ticket number shows.

I currently have two Guild Wars 1 accounts that were banned by an automated system because I moved country and didn’t check my email for a year. If this is the wrong place to post, what should I do in order to get a reply in this matter?

I’ve sent your request to the GW1 support team and asked them to review these.

#1201 - Sept. 17, 2014, 5:46 p.m.

primo.3867:

Hello, I submitted a ticket 3 days ago [#893674]about the commander tag refund and was told that all accounts had already received their refunds…. I got a response that they were ‘investigating’ the matter further..

Just received an in-game mail that a replacement item for a character on my account and to please log in with that character to accept.

I logged in with all 16 of my characters and couldn’t receive anything.

Any help would be appreciated

Got my refund… tyvm support!!

Sorry about the blank mail you got, that was on me. =) I made a boo-boo.

#1201 - Sept. 17, 2014, 6:01 p.m.

Solved –
879834
846296
884328
884178
883395
883223
883207
883227
887966
887704
880263
889574
876771
804872
892812
884808
894028
895692
891682

Under Review –
879639
887277
883973

879993 – See ticket for updates.
880800 – Approval sent to agent, please be patient
875944 – This doesn’t appear to be a tech issue and will take some time to solve. We’re looking into what might be causing the issues.
863131 -Approval sent to agent, please be patient
886081 – We’ve replied and are awaiting a response
886624 – This one fell into a crack and I’ve sent tiny evil hamsters to the agent’s desk in order to threaten a response and get you taken care of. Stand by.

891555 – I replied. See below.
896709 – I replied. See below.
We’re still reviewing these manually. This will take some time but I’m looking into them personally. Hang tight.

#1211 - Sept. 19, 2014, 1:50 p.m.

898452 Under Review
876771 Solved
896265 Solved
892243 Solved
896121 Solved
899683 Has been reviewed, you’ll receive a response soon.
897878 Solved
893500 Has been reviewed, you’ll receive a response soon.

#1232 - Sept. 22, 2014, 3 p.m.

902855 Responded today. Waiting for you to reply.
886018 Browser set language to English, we’ve moved it for you and it awaiting review.
902718 Currently in appeals review for violation of Terms of Service.
906372 Display name changes are only approved when the name is a risk to personal security.
901465 Solved
904280 Under review.
910684 Our team has notified you of what is needed to continue.
900605 Solved
903693 Duplicate tickets slow down our response time. Each new ticket drops you in the queue. Under Review
904365 Under review.
906574 Duplicate tickets slow down our response time. Each new ticket drops you in the queue. Under Review.
905581 I approved the refund this morning, should be your way soon.,
894855 Esclated for review by leads.
892592 Esclated for review by leads.
885754 Esclated for review by leads.
904389 Esclated for review by leads.
907016 Under review.

#1237 - Sept. 23, 2014, 12:22 p.m.

893500 Final Response Sent
911420 Final Response Sent, We will not review further.
911489 Under Review, high volume is slowing us down a bit.

#1241 - Sept. 24, 2014, 12:26 p.m.

Noxid,

Are you trying to access a GW1 account? Update your ticket and let the agent know. I was unable to find an account with the info you provided.

#1242 - Sept. 24, 2014, 12:27 p.m.

abominalpanda.7801:

Still waiting (3 days)

Request 911391

Solved (just!). Sorry for the delays but we’re catching up. Thanks for being patient and awesome. =)

#1249 - Sept. 29, 2014, 5:26 p.m.

908217 Solved

920531 Closed as duplicate. 916540 is awaiting your action and response.

909285 Your ticket is under quality review but wanted to get you an answer sooner than later. Your server ties would have been to the server you moved from for that week. The next reset (following Friday after your transfer) your ties would have moved to the new server.

#1253 - Sept. 30, 2014, 12:19 p.m.

925309 & 923022 are duplicates which slow down response time. 916324 is under review and will take some time. I cannot discuss the outcome here.

918216 Under review and should have been addressed. The team is a bit behind and has asked for forgiveness.

912013 Under review but required escalation. This one may take some time due to the nature of the queries required to verify your losses.

#1259 - Oct. 2, 2014, 2:48 p.m.

913929 We will not be discussing this account further.
928960 Our hacked restoration tickets are the one area we are behind on. It’s there and waiting for that team.
925216 This got escalated because the tool we normally use was just updated. I’m sorry about the delay but we’re going to look at this for you. =)

#1260 - Oct. 2, 2014, 2:49 p.m.

HHR LostProphet.4801:

922988: Open since 09.27.14, no answer until now.

I’m looking into why your ticket hasn’t been seen yet. It’s not lost in the abyss – we’ll get this asap.

#1278 - Oct. 7, 2014, 2:04 p.m.

565829 Follow the directions supplied by the agent.
920565 No further review will be given.
932380 Awaiting your reply
825853 Resolved
936338 Awaiting your reply
876771 No further review will be given.
933781 Awaiting your reply
935865 I’ve escalated this for you, no excuse – you should have heard from us by now.
934765 Under review
934249 Resolved
934715 Solved
939348 Under review
938766 Under review
938833 Under review
935906 Under review

#1301 - Oct. 13, 2014, 5:01 p.m.

941145 Bumping the correct team for a response =D
943583 Solved
942997 SOlved
946654 Solved
945561 Solved
945338 Solved
946648 Solved
948486 Solved
945493 Solved
947810 Under review
947949 Under review
950640 Ticket had a hiccup. Now under review =D
951515 Solved
948634 Solved
949805 Under review
949982 Solved
950179 Solved
951199 I’ve escalated for immediate service.
946641 Under review, you should hear back in the next few hours.
946521 Under review
938871 Solved
951606 Under review

#1306 - Oct. 14, 2014, 12:44 p.m.

946648 Final Review took place, decision will not be reversed.
949551 Restorations take time, we’ll get it. =)
941145 Yay!!!
952693 Being worked right now!

#1311 - Oct. 16, 2014, 11:08 a.m.

953158 Not yet 3 days, solved.
950276 Solved
946641 Escalated for final review
938871 Final Response already sent.

#1313 - Oct. 16, 2014, 4:53 p.m.

960716 Not yet 3 days.
959792 Not yet 3 days. – Login tickets are very high, though. You’re in queue and not forgotten.

#1316 - Oct. 17, 2014, 12:21 p.m.

949796 Duplicates are closed without reply.
944844 We’re waiting for your update.
956798 I suggest going forward in ticket 944844 only as you’re causing confusion by addressing multiple issues at different times with different agents. GM Talon will take care of you.
959206 We replied on Wednesday, check your filters and spam folders. The name censor is staying in place because… well; Crit Toris. Suspensions are only placed on name censors when you try to use alternate spellings more than 5 times. It looks as though the suspension lifts in approximately 5 hours from now.

#1318 - Oct. 17, 2014, 4:56 p.m.

golden rose.5473:

About ticket 938871.
My friend is asking for another review. You cant terminate peoples accounts just like that, especially when they never ever used any third party programs. Let me kindly remind you that your system is far away from perfect and the bug in your system a year ago (when many accounts were terminated) totally proves it.
As I see tickets 920565 and 876771 have the same problem.

What was the last precursor you forged?

#1335 - Oct. 20, 2014, 4:07 p.m.

Hurin Rudelius.6853:

Concerning tickets: 87549, 87864, 88808
All of these pertain to the same issue, an account hack and character deletion. I had submitted a couple of tickets prior to these and received expedient responses. For this issue, I received no response in a couple of days, hence the subsequent tickets. It has been over 3 days since the initial ticket with no response.

Is this for Guild Wars or Guild Wars 2? If 2, your ticket numbers are wrong.

#1336 - Oct. 20, 2014, 4:15 p.m.

959972 Solved
959622 Solved
958313 Solved (Sorry!)
938871 Escalated for review
952641 Closed with no response due to outcome of ticket 721752
946654 Solved – Finalized
960837 Solved
963691 We’re behind and you’re not forgotten. =)
960716 Closed as duplicate of 960716
961905 Solved
965740 We’re behind and you’re not forgotten. =)
962427 Solved
963221 Solved
963441 We’re behind and you’re not forgotten. =)
963691 We’re behind and you’re not forgotten. =)