This thread is intended for you to use to follow up on support issues that have been filed with support but have not been resolved in four days or more.
Please allow the team time to resolve issues before posting here, so don’t submit a ticket and post, but rather follow-up if the ticket needs a review after it’s been in the queues for five four days or more.
Our Customer Support Team is working diligently to resolve unanswered tickets.
In a previous Game Status Update, we suggested that players with an older, unresolved ticket about a hacked account or blocked login issue should submit a new ticket to get their issue correctly prioritized. However, in retrospect, that suggestion was an error. Players should not submit duplicate tickets, but should update their EXISTING ticket. This is a different procedure than we had messaged earlier, and we apologize for any confusion this may cause.
If you have submitted a ticket and have not received a response, please make certain that you have provided a clear and accurate description of the issue that you are facing. If you would like to update your ticket for clarity or to provide more identifying information, simply update in the Support interface or respond to the most recent emailed copy you received and include as much of this information as possible:
Please also make certain that you have closed out any additional tickets that you may have created about the same issue to expedite your response.
Thank you for your help!
Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?
No worries. This was on us, and we’ll continue to address them properly, even if they are dupes.
We don’t update the title correct?
If you have a vague subject line, it can’t hurt to make it more specific: “Hacked Account” or “Log-in Issues.” No need to change, but you can if you wish.
lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…
Can you try and let me know? I don’t know the answer to that question! If you’ve submitted a new ticket, it’s ok, we’ll get to it, but if you can update the older one, that’s good, too. (And I’d like to know the answer, honestly.)
Ok, guys. I’m surprised to see some of you who have been out for several more days than I expected. And that tells me that your issue may have been put in the wrong queue. So again, please choose your oldest ticket, and update it with as much information as you can give (see my post above). Change the subject line (if you can) to Hacked Account (if that’s what you know happened) and then resubmit.
Then, close the others, because they are not needed and only clog the queues. The oldest tickets should be worked on first, so I’m going to gather some numbers from various posts in this forum and ask our top agents to give them a look. Will post when I know more, but if you can take the steps I’ve outlined above, that would help you (and us) a lot!
Thank you GaileGray very much!
I have 1 more question: do I need to provide additional data about purchasing the game?
What sort of information do you mean? If you provide your serial code, your username, your display name — the things in my first post in this thread — you’re ok.
What the …. i have no account support but i filled the form and send it.
Don’t tell me that this is why i receive response in my mail but i am still banned ? oO
No, that is not why. You do not need to have a support account to get help! (What’s your ticket number?)
My friend has his accounted hacked so I am posting for him.
If I submitted a ticket for a hacked account using http://en.support.guildwars2.com/app/account/support/ will that be prioritized like other hacked accounts? I just now saw that you say to use http://en.support.guildwars2.com/app/ask/ according to the link here,
Should I submit another ticket using the Ask A Question and refer to my old one in the subject, or should the one I reported under login issues be ok? I know that https://forum-en.guildwars2.com/forum/support/account/Info-on-Old-Unresolved-Tickets says not to make a duplicate ticket.Thanks
Either is fine, it’s the same system. Thanks for asking so we could clarify.
Thanks for the info, it seems i’ve done it correctly this time. Created a new with the date and ref# and closed the other ticket I had.
I hope this gets looked at faster.
I closed my redirecting ticket to my older ticket. But i kept my 9 day old german support ticket open as i think/hope/guess that i may get an answer someday.
But i also made a “new” ticket (3 days old) with the english support as i can priorize tickets there with tags (Hacked account) which is impossible with the german support… so no i won’t close that ticket :P
I closed out my additional tickets as per this post. Please don’t be steering me in the wrong direction, Gaile =/
lovely, that doesn’t help me. i created a new ticket (as suggested) and closed my old one (as suggested). i guess i will see if i can re-open my old ticket or i will be waiting even longer for a response…
Any idea on when the ‘prioritised’ tickets prior to Sept 2nd are actually going to be complete then?
Can each of you give me your 12-digit incident or ticket number (or numbers)? Please post them in your post above, when possible, to add to the thread. Thank you.
What I need to know is that if I sent the prioritized ticket per your instructions on the 31st, and you claim to have everything done up to the 3rd, why am I still out of luck. Am I not being looked at? Did you not really get that far down the line? What is the explanation for why I am still waiting?
Dude — may I call you that? That is exactly what I am trying to figure out. And that’s why I appreciate people providing their ticket numbers.
This isn’t a “Go to the Head of the Class” ticket. I can’t promise that we can wave a magic wand and resolve all these issues. However, with this information, we can dig down into the reason that a ticket from August 31st has not been resolved, when one from September 3rd has been.
If you have been wait, say, more than five days, post your ticket number here, so we can look into the system and try to work out any kinks or glitches.
Thanks for all your help, everyone.
Emmeh — have you simply responded to the emails that you receive related to your ticket? I think there’s a “respond within these lines” thing, but the emails DO get into the tickets. Could you give that a try?
And we are deeply sorry for the miscommunication and know that it is frustrating.
Hey, I’m Deathel.5380 and I’m writing from my friends account.
120830-007078 ticket from 30.08. i recived response but with invalid account name, i guess i should be prioritized too… 120904-003063 here is prioritizing ticket with more accurate data.
please do something, waiting for a week to be able to play is a bit too much, dont you think?
You should find you’re all set to go now.
Everyone else — we’re looking at your incidents and find that a lot of them are positioned to be answered very soon. I expect to be able to update with more good news in the morning.
Ok, guys. I’m surprised to see some of you who have been out for several more days than I expected. And that tells me that your issue may have been put in the wrong queue. So again, please choose your oldest ticket, and update it with as much information as you can give (see my post above). Change the subject line (if you can) to Hacked Account (if that’s what you know happened) and then resubmit.
Then, close the others, because they are not needed and only clog the queues. The oldest tickets should be worked on first, so I’m going to gather some numbers from various posts in this forum and ask our top agents to give them a look. Will post when I know more, but if you can take the steps I’ve outlined above, that would help you (and us) a lot!
Thank you, thank you, thank you. After days of waiting my daughters account has been fixed she is playing and very happy! =)
That is great news. Thanks to both of you for your patience!
Again, I expect that many more of you will be saying this very soon!
and does anyone know if updating a question bumps your ticket even further back in the Queue?
That’s a fair question, and I’ve positively grilled people about that, to make sure that my encouraging folks to update their tickets will not move them back in the queue. I’m told by everyone that the update will not change the order in the queue, but that the extra information in the ticket can make it possible to resolve things in one wave, instead of having to go back, get more info, wait for the update, etc.
So you’re ok to update: It will not change the order in the queue and may help to speed things up.
Hi,
My account was hacked sometime in the beginning of the week (and banned while the hacker was at it) and haven’t been able to play since monday (7.9.2012). I have tried to reach your support team via incident tickets at the support site (have made three of them now), and by telling several times what has happened on your twitter and Facebook sites. I haven’t gotten any response from anywhere yet, and now I found this place to try my luck.
My reference numbers are:
120906-006746
120906-004669
120904-005382Where the most top is the latest. My friends are level 80 already and are losing the starter-shine on the game, which means a big minus on my gaming experience.
Would you please now try and help me ArenaNet, so I can play your very nice game?
I have also posted on your other forum subjects without result.
Yours sincerely – Noppa
The reason that you’re not hearing back is pretty obvious, if you will look at this thread. There simply are people who have been waiting longer. Plus, you’re creating multiple tickets and adding to the Twitter and Facebook flow. NONE of that will expedite the issue; NONE of it will move you up in the queue, and in fact multiple tickets will slow down your response.
I encourage you to put all the information you have in your first ticket and close the others. Then wait, please, because while we consider your issue important and want to help, we want to help everyone who has issues, and they really have been waiting far longer than you have.
Thank you for understanding.
120906-001108
My boyfriend has received multiple keys for his digital deluxe edition.
He only bought one copy, but they created different accounts… none of which can be used.
His pre-release account with 3-day headstart characters is also unavailable and we’re afraid he might lose his character names.
That ticket was created today. You really need to be patient; this is not an old ticket by any stretch of the imagination.
What I need to know is that if I sent the prioritized ticket per your instructions on the 31st, and you claim to have everything done up to the 3rd, why am I still out of luck. Am I not being looked at? Did you not really get that far down the line? What is the explanation for why I am still waiting?
Dude — may I call you that?
This isn’t a “Go to the Head of the Class” ticket. I can’t promise that we can wave a magic wand and resolve all these issues. However, with this information, we can dig down into the reason that a ticket from August 31st has not been resolved, when one from September 3rd has been.
If you have been wait, say, more than five days, post your ticket number here, so we can look into the system and try to work out any kinks or glitches.
Thanks for all your help, everyone.
I’ve been waiting since the 29th. My ticket number is 120829-014884.
Here’s what I learned today: Unbanning account and sending a new password. You should be fine now.
Here’s an update on several account in this thread.
120829-014884 Unbanned today.
120831-017562 Currently under review as Hacked. Will be assisted soon.
120831-021636 2 tickets. Currently under review as Hacked. Will be assisted soon.
120901-000739 Currently under review as Hacked. Will be assisted soon.
120901-029729 3 tickets. Currently under review as Hacked. Will be assisted soon.
120902-011084 3 tickets. Currently under review as Hacked. Will be assisted soon.
120823-004501 3 tickets. In the queue for assistance
120829-012357 Answered today.
120831-016351 3 tickets. In the queue for assistance
120831-011910 Should be good to go.
120830-007078 Sent response and new password today.
Ticket: 120905-008229
Posting this on behalf of my boyfriend’s account. His account was hacked several days ago and he has received no response from support.
Thank you!
The ticket is one day old.
I was wondering how long it normally takes to resolve accounts that have been hacked. My friend was hack on 9/1/12 ticket number 120906-001145. Hes email was change and is not able to use the Gw2 forums so i am writing this for him. He hasn’t heard anything about his account and wants to know what steps to take next to get his account back. Can someone please help
The ticket is from today. If there’s an older one, I’d like that number. Thanks.
my 72 hour ban has now been instated for a week. This is just unacceptable. I believe I will be doing a chargeback by the end of the day. Get your kitten together ANET
We don’t have one-week blocks. If your suspension changed, that would be because you had a second infraction, and the extension would make it two weeks.
If you want me to look at this, include a ticket number and a screenshot of the message you’re receiving.
Also, doing a chargeback is a very bad idea. It creates issues for everyone involved. For instance, if an account has HoM privileges and then is involved in a charge-back, those HoM privileges are lost because that account is closed through the charge-back. I recommend against it.
Hey all, bought a dye pack worth 200 gems i got no mail afterwards, and that was 2 days ago, when will/will i ever get my dye set?
We believe these were all addressed over today and tonight. Can you please let me know if this is all set for you now? If not, submit a ticket, please, and we’ll help you.
A few general observations:
) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
Here is tonight’s update. As you can see, a whole lot of tickets have been addressed in this batch. We strongly believe that, except in cases where we need additional information, a large majority of the other issues that are in the queues now will be resolved by the end of the weekend.
120901-002179 Resolved.
120830-007345 Resolved
120831-006906 Resolved. Karma exploit issue — account is reinstated.
120827-009187 Resolved
120830-016639 Resolved
120830-018172 Resolved
120822-002717 Resolved.
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120830-003200 Resolved yesterday.
120825-002495 Resolved
120831-007656 Resolved
120831-004357 Resolved – player had a typo in their login name.
120830-006425 Resolved
120831-011270 Resolved
120829-011451 Issues resolved on 9/3/12
120831-020256; 120903-009558 Resolved
120831-015265 Resolved – stolen account
120831-017385 Resolved – stolen account
120830-009375 Resolved
120829-007119 Resolved
120831-015962 Resolved
120831-007980 Resolved – Authentication problems .
120829-017006 Resolved
120831-021599; 120902-001379; 120905-005822 Resolved – stolen account
120828-008637 Responded today.
120829-007642 Resolved – stolen account
120831-015403 Resolved – stolen account
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120826-011456 Requested additional information from the player. Can you confirm this is resolved?
120831-008189 Player’s account had been hacked – Reset password (a second time). Let us know if that did not help.
120831-012902 Tome questions; explained that influence cannot be moved or reimbursed.
120830-015908 2 accounts, linking issues; will be resolved soon.
120828-015981 Missing gem issue; still working on this issue.
120830-016564 Mislabeled as duplicate, issue reopened and assigned to German language team for resolution
120828-017417 Serial key stacking issue; solution offered yesterday.
This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await
My ticket is running for 2 weeks now and still ticking
Oh goodness, this is not the all-inclusive list of addressed tickets! This is a response to those who specifically posted in this thread. There were hundreds and hundreds of tickets resolved in the same timeframe — I’m just answering those who posted.
Also, not most, but very few of these were using the karma exploit — I think just three, maybe?
Please don’t jump to conclusions or make sweeping assessments. It doesn’t do you, the others players, or us any good at all.
Honestly, I feel that I have a lot more faith in the support team. Now that I know they are doing it in chronological order, while taking care of support tickets for various other issues aside from account-related.
I was only concerned because I thought that they were only prioritizing hacked account tickets, and taking care of easy tickets on the side.
But now that I can see where I stand in the assistance, I am relieved.
120902-013528 (my boyfriend’s ticket for his overlapping accounts)
120902-016895 (my ticket for my overlapping accounts)I’m still a couple days away, but waiting for my turn is making me run in circles = O.
Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.
The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.
I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.
[Incident: 120905-001631] Still not handled after a week now. Cool.
But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?
GaileGray,
I have seen you state above that having more than one ticket open can slow down our response time. My issue is that I have had a couple of pressing issues that needed resolution, and I had to create a 2nd ticket for a 2nd issue while the first was being looked at. When the first issue was resolved, it seemed that both my tickets got closed. I have since created another ticket to only include the issue at hand, and updated my old ticket (dated from august 30) to mention I still needed it resolved.I am not exaggerating the date of my original ticket on my account ban issue, but because it was closed when the other issue was fixed I am unsure if even it is being looked at or ever was, and I am not sure if I can comfortably close the most recent ticket that I put in which is 3 days old.
120826-011612 from 08/26/2012 – resolved ticket with billing issue
120831-002045 from 08/30/2012 – ban and billing issue ticket that got closed prematurely
120905-010453 from 09/05/2012. -ticket submitted with only ban issueI am unsure if there is anything that I should do regarding these tickets, and even though I know you have been busy, I have been waiting a long time and not having confidence that my ticket will go through since it was closed without fully being looked at.
Jayman — I understand your confusion. Having one ticket to deal with two major issues is still best, and I think the way you’ve handled this is ok. But sure, I completely understand why you felt two tickets were required.
A few general observations:
- Please provide your oldest ticket number when you post.
- Please go in and close your other tickets; that will help you and us.
- If you have more info, or want to check on the status, update your oldest ticket.
- Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
- Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting
- We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.
Hey Gaile,
It took 10 days for me to get my account back and now I am happy as ever to be playing again. Thank you for all the efforts your team is putting in to resolve these issues and good luck to the future of this game.
Deminent
Thank you, sincerely, for your positive attitude. 10 days is far too long, and we know that very well. We’re working those numbers down to a few days, at most, and again, I’m glad you’re back in the game and appreciate your grace in your kind words!
If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.
I do not know the answer to that, and I will find out. Does it involve access issues?
aaaaaand it still says my account is suspended when I try and log into game.
seriously …
argh its not unbanned…
Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.
Edited: Updated the team. You do the same on your ticket, please. Sorry! 
aaaaaand it still says my account is suspended when I try and log into game.
seriously …
argh its not unbanned…
Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.
Edited: Updated the team. You do the same on your ticket, please. Sorry!
Just FYI, still suspended.
Please try again. Looks like human error, and we do apologize for that! But I’m assured you are good to go now.
120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with
This is also far behind the norm, and we’ll take a look at this today. Please note, threats of legal action do not move your ticket to the front of the queue, nor do threats of charge-backs or BBB complaints. But right is right, and unless there’s something additional that I cannot see in your notes, this should be addressed very soon, with our apologies for the delay.
Again Reference number 120826 – 004864 created on the 08/26/2012
E-mail from Pluto tell me they pass it on and nothing more
15 days now and still bloody waiting
Why as my e-mail address been add to this account Ensir.1457 when I never used it for this account
SO very sorry about this delay, as well. An agent is working on it right now. If s/he has questions, the ticket will get an update, otherwise I think this will be addressed very soon.
120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt withThis is also far behind the norm, and we’ll take a look at this today.
Hi Gaile,
I’m really not trying to be confrontational but could you folks please give us at least some indication as to where the team are in terms of tickets being “looked at”? Given that I (and, from what I gather looking at several forum posts, others) are now past the 72 hour mark and haven’t had any response whatsoever from a CSR, it’s getting pretty frustrating.
Thanks.
It’s a fair question. I’m going to see if I can get an update about that within the hour. It’s Sunday, and I know we have a lot of agents working, but this overview would best come from a manager. They’re on board, and I’ll see if I can get details for you guys.
Here’s a short list of updates. I’ll have more info on a new process in place for reprioritizing and/or closing tickets, as managed by the player. I will post that in the sticky section soon.
120826-004269 Resolved
120826-011612, 120831-002045, 120905-010453 Resolved
120828-005968 and 120904-009007 Resolved 9/9/2012
120828-021910 Resolved
120829-014001 Resolved 9/8/2012
120831-015265 Resolved 9/8/2012
120831-021599, 120902-001379, 120905-005822 Resolved 9/7/2012
120826-012235 and 120828-021102 Account is accessible, but we are unable to address this issue at the present time. Still in the queues, not forgotten.
120828-001259 Account is accessible, but we are unable to address this issue at the present time. Still in the queues, not forgotten.
120831-000675 Awaiting acceptance of the Karma Exploitation appeal requirements. Should be resolved soon.
120831-021206 Unable to resolve as the purchase was not made through us. Please contact the original seller.
Please read today’s update about support issues. I think it will help for you to know about the emails that are going out, and the system for closing or reprioritizing your ticket.
Please take note that my last update to the ticket was not a threat in a way to escalate the ticket, but was my right to do so and ask for a full refund.
I’m sorry for the issues that you’re experienced, and we will do that for you. Please go ahead and continue your conversation with Support and they will make that refund happen, if that is your desire.
Ok, I’ve gotten the account back, but the account that was restored no longer has access to the game…
I’ve reopened the ticket and now I just need someone to actually address it correctly this time.
Are you sure you added a retail code? The grace period is long over, and you need to add that code. But if you have, what is your ticket number, please?
That is dedication! You’re on the review list now.
Seriously… get hacked then wait 8 days to get account restored after mailing back and forth 4 times.
Logg in play 2 hours, go to work 10hours get home and logg in seeing Account is suspended.
So this means 8 days more of wating?
Yes i have changed password etc..
Assuming you updated your ticket or submitted a new one, what is your 12-digit incident number?
The account has been re-secured and reinstated.
I think I’m going to do the whole-day updates again, because trying to find the posts and respond to individual players is difficult (especially when they post a dozen times. )
Here are updates for today, 11 September:
120905-008337 Resolved
120905-004759; 120905-008912 Resolved
120904-002404 Resolved
120904-003141 Resolved. Please take care, as this was compromised twice.
120829-011557 Resolved (fixed error in email registration process)
120831-018621 Resolved — two accounts reinstated.
120831-017533 Resolved
120902-016845 Issue assigned and being reviewed by agent
120901-006247 Issue assigned and being reviewed by agent
120827-010196 Issue assigned and being reviewed by agent
120901-018012 Issue assigned and being reviewed by agent
We will post more updates later this evening or tomorrow.
Remember, only post if you have been waiting for five days or longer.
A few more for today:
120902-011084 This has been routed to the team that can assist you.
120906-004508 Resolved
120906-010451 Resolved
120906-010208 Resolved
120906-009144 Resolved
120904-008242 Resolved
A few more for today:
120902-011084 This has been routed to the team that can assist you.
…Thank you for the update; I will add that to the status.
I wish I had been able to say “resolved” but it requires one more step.
Here’s the first of today’s updates based on ticket or incident numbers:
120828-008637 Resolved
120906-003183 Resolved — please check email
120904-004723 Resolved
120902-016796 Resolved
120903-012118 Resolved
120903-002266 Issue is waiting for player reponse to request for more information
120831-021286 Complicated issue – account is no longer compromised but there is a code issue that has been escalated to another team for resolution
120830-008691 Another complicated issue – also escalated for resolution
120829-002365 In the correct queue — you should hear very soon
120906-010197 This is a reissue ticket, already in the correct queue and awaiting a resolution.
120902-014428 We recently received Guild Wars info — this appears to be a Guild Wars issue and is properly queued
My account got perma ban at 09/11/2012. I was off for two days then i got this. Until now my problem wasn’t resolved. Please help me.
Ticket: 120909-001103
Please post when your issue is five days or older.
Your Recently Submitted Questions
Help with password reset 120907-004743 Duplicate 09/07/2012
Access Restored 120830-012231 Closed 08/30/2012The 08/30 ticket was closed even though I replied that the new password I was sent gives me an invalid password error.
My second ticket to try and get the password reset got closed as duplicate, even though I only made the ticket after I got the mail my account problems had been “resolved”. Please check with your customers wether tickets have really been resolved before closing them. We like being taken seriously. I really feel I’m being ignored because you have my money and don’t need anything else from me.
It’s been 6 days since I heard anything and all I need is a simple password reset.
Vvarg.6549
Check your email. We’re going to reset and send you a brand new password.
Please please read and heed the subject line. Please only post if your ticket is five days old or older. Here’s why: If you post today and your ticket is 2 or 4 days old, I’m going to skip it in the review process simply because we want to get help to those who have been waiting longer. Then you’re going to think you’re in the review queue, and you will not be.
I cannot respond to each of you individually, but half of the tickets being posted here are 4 days old and younger. Please only post if you have been waiting for 5 days or longer. By the way, this timespan will decrease as things get caught up, but for now, it’s five (5) days.
Thank you for understanding.
Update as of 12 September 2012 (afternoon)
120826-004269 Resolved
120903-012118 Resolved
120904-008055 Resolved
120905-005360 Resolved
120828-001969 Resolved
120906-011164 Resolved
120904-010727 Resolved
120902-013802 Resolved — or should be resolved soon
120905-001814 and 120910-005075 Resolved
120905-007504, 120910-007140, 120905-007688 Resolved
120902-011084 This is in the works as I write.
120825-024595 May be resolved by the time I post this — if you don’t see a response by tomorrow morning, please post again.
120823-000375 Escalated issue for billing resolution
120830-012231, 120907-004743 We believe this was resolved as of 09/07; can you update us?
Gaile, 120906-008905
I got my account back, but… the hacker moved me to a Europe server, stole what gems I had left, robbed most my bank mats I had saved, and of course the gold I had, can they finish me by moving me back to my server, get me my gems, money, mats, etc…
Update Gaile: was able to transfer myself back to my server, just items, gems and gold issue left, Thanks!
We do not presently have the ability to restore accounts. In the future we will be able to help with these issues, but right now that’s not possible. Please note that when we do a restoration, it will not be a single character but will be account wide.
Ticket Updates — 13 September 2012 — Part 1
120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.
Good evening Gaile, could you by any chance send an internal memo to Tim in Accounts to deal with my ticket as a day or 2 per reply is not great and I would like my situation resolved quickly.
I would love to be able to chat with someone, but the chat system is NEVER on when it comes up to a day it supposed to be available its then not, and the never ending cycle of on off continues with the chat.
Ticket is 120905-008216 (re:120829-017005)
Here is your update:
Update #1 – 13 September
120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.So a ticket involving hundreds of dollars in fraudulent charges to a hacked account using cc info that could not be deleted is less priority than joining 5 guilds? Awesome to know.
Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.
Hey Gaile
Just wondering if my Guildmates Ticket (see below) has been put onto the prioritized list of ticket numbers? He’s a patient bloke and just wants to get back on line, or else he may have to start playing NHL13 (since there’s an NHL lockout now)
He knows that the major part ATM seems to be the disconnected emails for GW1 & 2, but the original ticket was mainly based on the linking of GW1&2, but since the request of information it seems as though this ticket has either been swept under the rug or not placed into que.
Can you please send out an update please, as this ticket seems to be dragging past a week (Sept 6)for the 2nd request of all information (GW1&2 codes). Please let the CS know that one of the emails listed in the Ticket is no longer used, and it states that the master account email is correct (this maybe the reason that he is not recieving emails about the ticket updates)
Thanks for the great work….
Segna Bora
Please review the following:
User Name: Misterx.6153 -> New Display Name: 603E9F12-3098-494C-94FA-4A62F441A1EB
Ticket Number: 120827-003725
Guild Wars 2 Link/Unlink – Info Requested
Updated 2012-09-10
Additional Information Sent Sept 6
Closed on Sept 10 per email sent (found in Spam), Ticket Status Re-opened Sept 10
Waiting over 6 daysEmails are now broken/unlinked to GW1 and GW2. Unable to log into either game
Unable to use email to log into forums, plus Display name is also broken, updated to above ticket number
Awaiting email response
On today’s list. Hope to have an answer by tomorrow.
Posting this for someone who is unable to log in:
120907-004304
Thanks.
On today’s list. Hope to hear by tomorrow.
Hi there,
Been more then 5 days, and still no update.
Ticket number:
[Incident: 120907-005941]Thank you.
On today’s list — hope to hear tomorrow.
My account was hacked about 5 days ago so I’m going to post here (from the account of a friend because my account name was changed).
All important information is into the Ticket so I won’t spam a lot.
I hope you can help me with my problem so I can play again.
120909-004592
This appears to be resolved.
This is the second post that I have posted in this thread about the issue with my husbands compermised account. He is unsure as to why he can not play, weather he was hacked or banned or such. It has been six days now since he has been able to play the game. There has been no reply at all and he has not recived any e-mail from the support staff. He has closed all other tickects besides his main ticket pertaining to the issue, ticket number 120908-004401. We don’t understand why the issue has not been addressed when they are saying that all tickets that are older than five days are being taken care of. He also sells your product and is trying really hard not to give negative input about the game. He loves the game and tells people how great it is but at the same time he has been unable to play for almost a week for a reason that is unknown to him. Please fix this today or at least give us some kind of feed back today. Thank you.
This appears to be resolved.
posting on behalf of my brother, who is unable to log in. his ticket number: 120911-001278
This ticket is 2 days old. The subject line specifically mentions "5 days and older). While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. You may follow up in 3 more days.
I’m using a friend’s account to post, because I cannot access my own.
My ticket (Ref # 120907-006736) is now 5 days old, however the issues has lasted a week. I closed an older ticket because it seemed like I was not going to get any other responses (though now I think that may have been a mistake). The current ticket (see number above) received an automated and a personal response within a day or two, but I quickly responded that that was not the issue (it is not a username/password issue). My account email and info has been changed by someone else, not me, and thus I cannot access it.
I would really appreciate help soon recovering my account.
I know you folks have a lot going on, and I really appreciate the help. Maybe take a coffee break after you read this, but then, resolve my issue. Thanks!Jbrown.5109
This is resolved.
120826-004162
12 days and still no reply from ANet support about my hacked GW1 account, so I can’t access my Hall of Monuments at all.
Also, I never received an e-mail saying that my issue was marked as resolved, so it can’t be that either.
This has been resolved.
Ticket Updates — 13 September 2012 — Part 2
120904-009096 Resolved
120905-009559 Resolved
120906-008535 Resolved
120906-008905 Resolved
120907-003858 Resolved
120907-004050 Resolved
120907-004304 Resolved
120907-005353 Resolved
120907-005707 Resolved
120907-005941 Resolved
120907-006342 Resolved
120907-007801, 120905-009093 Resolved
120910-005075 and 120905-001814 Resolved
120907-005946 Resolved
120907-007982 Resolved
120907-008529 Resolved
120903-004443 Should be fully resolved within 24 hours.
120908-000014 Escalated for review.
120902-005230 Escalated for review.
120906-003683 Escalated for review.
120907-007931 Escalated for review.
120907-002246 Account appears to have been purchased with a fraudulent credit/debit card. You may wish to continue to discuss this with Support.;
Gaile please help me out. 12 days now, with not 1 reply from support. Ticket number is 120901-009025. Seeing people who may have waited much less time getting help is really frustrating me.
I’m looking at your ticket and it makes my head spin. Mostly it looks like you have two issues that we should help with: a means to link the accounts (where you created two accounts) and the restoration of missing CE items.
If that’s the case, the CE items were restored at some point, and I believe they may be restored again at a later date, but I don’t know that for sure, nor when it might happen. The most critical thing, I think you’ll agree, is linking your accounts. If that’s what you need, please let me know.
Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.
280 dollars of fraudulent charges is now “silly”. My bad, Gaile.
Your comments about priorities was the silly part to which I referred. I’m sorry if you misunderstood.
This issue has been escalated; we are concerned about this and will try to resolve it very quickly.
Hello Arenanet,
Posting on behalf of my friend who got the account hacked about 5 days ago. Ticket number #120910-000015. Hope you guys will be able to look into it asap.
Thanks!
That ticket is 3 days old. Please post in two days if he still needs help.
Ticket Updates — 13 September 2012 — Part 3
120905-000334 Resolved
120907-005946 Resolved
120901-005179 Resolved
120830-012231 and 120907-004743 Resolved
120902-005108 Escalated 9/11
120827-001121 Asked for a review.
120908-003904 Thanks for providing the serial code; in process
Update — Friday, 14 September: Part 1
120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 NOT Resolved — adding to new review list. Apologies!
120909-007006 and 120911-004407 Resolved
120909-000661 Resolved
120903-001548 Resolved; expect conclusion within 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
120909-001112
Ticket was answered asking for information already provided – updated nonetheless and is now awaiting response. Does customer service means copy and paste a pre-used response and let the ticket sit around for another 5 days or so after the customer has already been waiting for 5 days to start with?
Maybe I should just buy a new copy of GW2.
As you can see from the list above, I was told on that this was resolved yesterday. I’m so sorry that is not the case. I will put you at the top of my new review list.
Still missing 280 dollars of real money that the hackers used my stored cc information. Six days now. This is credit card fraud and a serious crime and I can’t even get a response.
120908-000014
The latest information I have is that credits have been issued for this. I can see you have added additional notes to the ticket, and I will allow the support team to respond, but I believe the most critical issue was getting you back the money, and that appears to have been completed.
Gaile
Thanks for posting the updates regarding account issues.
I was wondering, since you already have a topic “Account Issue Updates – Posted Daily”
Could it be possible for you to post updated ticket numbers there or creat a new topic regarding updated/resolved ticket numbers? I think that it makes more sense, since in this thread it changes daily, and I find that I have to search the pages for your Ticket Number updates; to figure if my guildmates ticket number is there or notJust a suggestion…as I’m sure that I’m not the only one doing the same thing
Thanks
Segna Bora
Ah here this post is. Segna Bora — you made an excellent suggestion yesterday, and as you can see, I have started doing exactly what you mentioned: Posting the updates in this forum thread and in the daily update notes.
Thanks for a good idea.
Re-Posting – Day 7- (Ticket Number 120907-008310), my wife got a response saying that the access has been restored, we followed the steps provided with the log in and password and it doesn’t work. Emailed the support as per the email saying if you have any questions please respond to this email and haven’t heard anything yet.
Would you be able to look into this please
Please fix this before the weekend we would really like to start playing together again.
I am sorry that the notes did not help resolve the issue. Yes, I will add this to today’s review list.
Please note: Some of you are asking for replacement of CE or DDE items that you either received and accidentally deleted or which you never received. Please note that one replacement run has been done. I believe another has been done or will be done very soon.
Replacements are one per customer. If you were on a previous list, you will not be given another set of replacements. If you were not on a replacement list, please be sure your ticket is filed with support and update to say you are still awaiting your items. Please do not file a new ticket.
Im posting about my friends account who got hacked 8 days ago, and got no assistence on the issue at all
Ticket Number: 120912-006438
That ticket is two days old. I need the original ticket, please.
Issue: Missing Digital Deluxe Edition Items
Ticket: 120825-004180
The ticket was submitted on 8/25 and i still have not had my problem resolved…
Could you kindly post in the sticky thread about this very issue? That is the proper place, and that is where we’re looking for these reports. Thanks!
Account Restored Thank you very much, the hackers got the whole 2g my wife had, she is very happy to be playing now. Thanks again!
Problem SOLVED! Account unblocked.
Thanks ArenaNET.
Ticket: 120909-001103
120829-001864 = SOLVED / waiting for confirmation
Got home from work to see this gem in my email. Oh, what a wonderful feeling! Waiting on a reply from Tim for my response post.
Gaile, go thank Tim for me!
Username:Brutis.5372
Ticket #:120907-008529Seems to be resolved.
to Gaile and the support team
Thank you
Thank you
Thank you
Thank you
Thank youI appreciate the time you took to fix my account….
MisterX
Sorry was resolved thank you so much
Thanks for those updates, guys. I hope to see more notes like this from others very soon!
Incident 120903-001548.
It has now been 11 days since my account was hacked and 6 days since it was returned to me and I requested either a credit to my credit card for gems I just had bought before the hack occurred or a return of the gems. I provided the order number for the gems in the incident report.
Also, I appear to have lost my CE items too when I deleted my first character.
Thank you for your help.
Ernest, it looks to me like this was being processed. Please let me know if things are not aligned by tomorrow. (And thanks for your support of the game, through your gem purchases!)
7 days old.
Hi, I made a request to reset my GW1 account so I can go back to do Hall of Monuments and link my account go GW2. My request was sent last week with the original CD Key that came with my account. I didn’t even get a “We are working on it”. I know you guys are busy but it would be nice to at least get an acknowledgment.
Ticket 120906-007794
This is an odd one. I can see you haven’t had any response, as you say. I’m sorry about that, and will add you to my review list, for certain!
Update — Friday, 14 September: Part 2
120909-000661 Resolved; cannot restore gold
120829-012281 Resolved
120908-007060 Resolved
120908-005311 Resolved
120909-000661 Resolved
120828-017417 Escalated for a fix
120831-007836 Linking issues appear resolved
120909-003027 Resolved
7 days, and still counting
120911-009271
According to the tickets, it’s 5 days, not 7. Now admittedly 5 days is still too long, but I am getting pretty confroozled by people’s math, where 2+3=10.
Update — Sunday, 16 September
120904-005888 Resolved
120903-007670 Resolved
120905-001452 Resolved. Looks like a second compromise — do take care!
120901-015507 Resolved
120831-011009 In the correct Billing queue for assistance; I believe you received a reply Friday.
120826-002453 Moved to appropriate queue to process gem refund.
120903-002460 Moved to appropriate queue for assistance with your serial codes.
120828-017417 and 120826-000505 Verified your ticket is in the correct queue for assistance. (Second ticket marked as duplicate, but the first is active.)
120809-002854 Being held by Billing Team Lead pending a review of purchase policies. Apologies for the delay!
120825-007873 This is a second request for items already distributed. We need to discuss if/how to handle these situations, so please hang tight on this.
120831-010210 This is a tech issue and we need the Game Advisor report from you, which an agent requested last night. Once received this will be routed to someone in Tech Support for priority assistance.
120901-010764 Serial code disabled for fradualent charges. Under review by senior agent.
120901-025089 This issue will be reviewed by ArenaNet.
More tomorrow!
The same thing has happened to my friend. Said, “It has been resolved.” but it clearly hasn’t seeing as he still has no access to his account and it has been well over a full week since it was hacked and supposedly resolved.
3days ago ticket changed to “in progress” but no real reply, since then nothing, I updated the ticket with my display and character names so it changed back to “updated” instead of “in progress”, all good? 8days total.
I’ve submitted this under the support already but the issue was close before it was resolved.
Sorry, I really can’t help without a ticket number. If you provide that in your post, that would be great.
I put in a ticket on sunday the 9th because my account was hacked and all my gear/gold/banked items/crafting materials were stolen. Also my mail was deleted. Is there a way to get my gold/items back without having to roll back my account? Since it’s been so long i started playing again and would not really want to have all that work/time deleted. I logged on while they were stealing stuff I believe and was able to change my password and protect my two lowest level characters.
120909-004664 was the ticket.
The only way to conduct an account restoration — once the service is offered — is to “roll back” the account. There isn’t a way to generate items or to roll back a single character while leaving the others intact.
Issue:120916-001690
Dear Gaile,
I’ve honestly lost all my patience. The ticket above is not even one day but I want it answered it.
I’ve been waiting since 31-8 for a correct answer on one of my tickets. I keep getting these answers who are about a completly other subject.
I’m just asking for an UNBAN. Not much just an unban. I would’ve gotten it if the people at support actually tryed and read the tickets.Like for real, you people don’t really read the tickets do you?
I just looked at this history, and I cannot explain it. It’s at the top of my review list for tomorrow. I’m so sorry this has gone on and on like it has.
Hi,
I’m still waiting some aswer from CS….My previous tickets were all closed or notificied as duplicate…the only one i’ve managed to update was the one in the topic…
the situation still the same
GW2 = working
GW1 = not working (blocked)
Account management = accounts linked
HoM = not workingThis scenario is the same from august 27th (date of my first automatically closed ticket)
…please help!
Ticket number, please?
my brother’s ticket: 120909- 01112
This is an incomplete ticket number. Could you please provide the full six digits to the right of the dash?
Thanks.
*Update — Monday, 17 September: Part 1
120823-005248 Resolved
120831-006932 Resolved
120831-018521 Resolved
120903-006262 Resolved
120904-004130 Resolved
120905-002972 Resolved
120905-003517 Resolved
120906-007794 Resolved
120906-009311 Resolved
120907-004649 Resolved
120907-005479 Resolved
120907-008310 Resolved
120908-000760 Resolved
120908-002648 Resolved
120908-004730 Resolved
120908-004831 Resolved
120908-005767 Resolved
120908-006021 Resolved
120909-001112 Resolved
120909-001482 Resolved
120909-002892 Resolved
120909-003158 Resolved
120909-004741 Resolved
120909-004834 Resolved
120909-006216 Resolved
120825-005264 CE/DDE Item issue — we are working on this one
120825-036680 Linking issue — in review
120902-015078 Linking issue — in review
120903-002460 Linking issue — in review
120904-002200 Linking issue — in review
120826-012867 Possible Linking issue — agent sent response today
120909-004170, 120909-003417 Reopened and requested review
120909-000820 Requested review
120908-004534 Awaiting update on this one
More later!
Please note: Some of you are asking for replacement of CE or DDE items that you either received and accidentally deleted or which you never received. Please note that one replacement run has been done. I believe another has been done or will be done very soon.
Replacements are one per customer. If you were on a previous list, you will not be given another set of replacements. If you were not on a replacement list, please be sure your ticket is filed with support and update to say you are still awaiting your items. Please do not file a new ticket.
Hey GaileGrey,
Thank you for this information. Do you have an estimate of when we can expect this additional run to occur?This is in reference to;
ticket: 120825-033103
subject: Account Items Deleted
created on: 08/25/2012Thank you,
Nate
Sorry, Nate, I don’t know a date for that yet, but I do know the team is aware that this will need to take place. I just want to say again that this is a one-time offer, and players need to be sure they do not request twice, and that they always keep enough space in their inventory to store the items, because the replacement run could be made at any time.
My friend bought the game the 28 august, made his account and can’t get any email confirmation message, and the cd key is used, he can’t use it again. We tried to contact you arenanet since the 28 and no answer, he wants his account he paid for it and can’t use it
Could I please have his 12-digit incident or ticket number? Thank you.
ticket: 120916-005007
Waiting for a long time now help me out if can.
My in-game mail doesn’t allow me to send mail. Any time I attempt to send mail to anyone results in the error “Processing previous mail.”. I also cannot put items up on the trading post to sell, it replies with the error
“Error attempting to sell.”
i have this bugg since 2 days ago already help me out if can please.
As this post subject says, please allow five days before you post on the forums asking for a follow-up. Also, this does not sound like an account issue, but more like a bug. You may wish to post this in the bug forum.
Update — Monday, 17 September: Part 2
120911-006605 Resolved
120902-008437 Resolved
120906-007244 I responded to this one in the ticket
120825-004909 I responded to this one in the ticket
120903-013436 Additional info requested on 9/14 – please respond
120911-002506 Friend updated 2 days ago; should hear soon
120912-002664 You updated 2 days ago; this should be answered soon
120905-004000 On yesterday’s review list — I hope to have an answer tomorrow
120909-002932 On yesterday’s review list — I hope to have an answer tomorrow
A few of those on tomorrow’s review list:
120829-012492
120901-030134
120912-004572
120912-005302
So sorry for the delays and/or mixups. It’s true that multiple tickets can cause confusion on everyone’s part, but we’re really wanting to help!
Please add to the sticky post above and I’ll include in today’s review list.
Thanks for your patience.
Hey GaileGrey,
Hi there i am waiting still for a fix of my account, multiple people told me its a account issue not a bugg.
I even posted it in the section of buggs but no admin or gm are replying to itReview my ticket if can thanks: ticket: 120916-005007
Sincerely,
Yoshiro.4159
I don’t know who “multiple people” are, but account issues are things like “I can’t log in” or “I was hacked.” If you’re not getting your mail, then that seems like a bug or a technical support issue to me.
Regardless, your ticket is two days old. You can add it back to this thread in three days, if the problem persists.
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
I submitted ticket# 120828-016512 on launch day (8/28) due to being unable to apply a retail key to the pre-order account I’ve been playing on. I’m now stuck with a blank account and cannot access the characters I created during the 3 day headstart.
Although I acknowledge the monumental task of assisting all the people with hacked accounts, I cannot help but feel extremely disappointed in Arenanet support. I have been extremely patient and have done everything they asked of me i.e. not submitting a second ticket, updating the ticket with relevant information.
Despite all that I have done, they close my ticket, which I promptly reopened, and haven’t heard back from them since then. I have not played the game since launch because I have every intention of keeping my original characters.
What do you think a customer is supposed to do at this point?
I know the question is somewhat rhetorical, but I want to say thank you to you, as well, for your extreme patience. Obviously, this goes on today’s review list and I expect I will have an answer by tomorrow.
Antares, I can sympathize, I’ve have a ticket opened as well since 9/4 that was closed which I also reopened and have yet to receive a human response from anyone at ArenaNet.
I’m highly disappointed with the support being offered. This is the first company that I’ve ever worked with that has left me hanging this long on an issue.
Could I get that 12-digit incident/ticket number? Do I already have it? Just checking — we want to help!
I’m really not sure what could possible be resolved by posting this info here, but as requested…
Information is in my signature.
I’m sorry, I do not see a ticket number in your signature. Could you please provide?
Greetings.
My ticket was submitted on the “08/30/2012 at 01:26 PM”.
Reference : 120830-013442
The issue was fixed two weeks ago (“Bad Blood” – Exiting the conversation will no longer arbitrarily lock the player into a choice”) but only for new players.
I’m still stuck in a choice I didn’t made, also my “My Story” tab is bugged. The quest is level 36 and I’m now level 80. I have been waiting for nearly a month to be able to continue my Personal Story. I got only automated replies since the patch. My ticket was closed and I had to re-open it.I hope you can help me,
Thank you
As I read this, I thought “This sounds more like a bug than an account issue” and indeed that is the queue in which your ticket resides. I would suggest that you pursue this in the bug forum although I can add it to the review list, it’s just that the crew helping me with these generally is not the same as those working on bug reports.
A response to either tickets would be nice, please, as I’ve waited almost a month now for the resolution and assurance that my account can and will be safe.
[Incident: 120903-001767]
[Incident: 120824-008715]
I see a response on 9/11 — did you get that? Did you perform the steps outlined? Please let me know as it seems that the agent felt the issue was resolved.
Created ticket on 9/12. today is 9/18 and still no answer. Granted everyone else has been waiting longer, but my issue is that of a refund and I’m wary of the time frame in which one can be issued.
no reply yet as of today…
Reference #: 120912-006060
Looks like that was processed today. Can you please confirm?
My account was hacked on Saturday, the 15th. I received an email on the 16th saying they had re-enabled my account. I replied and asked why the email authentication didn’t work. They didn’t even answer my question. They replied with the exact same response from the first email. I finally reset my password online, according to their instructions, but I still can’t log in.
Help?!
Ticket:
120915-006475
Just responded to a couple of hours ago. I think you are good to go, but repost if you still need assistance.
am waiting 10 days for account restored
plis help me120909-006557 Duplicate
120911-007816 Duplicate
120908-007658 Updatedthank you
Just answered today and I believe you also are set. Please report if needed.
Hey GaileGray,
Could u atleast try something with helping me out? Instead of sending me away to another section where i not even getting helped.
ticket: 120916-005007
Again — please respect the request that this thread be used for issues five days old or older.
Wish I saw this before I have two tickets that are being ignored or in one.. dealt with in a COMPLETELY wrong manner.
ok well went to get the ticket numbers and found one was just responded to… in a COMPLETELY wrong manner. Please do not give me the “we cant give items back” canned response as I know this is incorrect. Items are being returned to people for other reasons.
120901-001537 8/31 – had two situations where the mystic forge ate my items with nothing given in return, it now says waiting.. you didnt request info you just told me to report bugs in game. I want the items back or at least what the mystic forge would have given me.
120829-009894 8/29 over night 1 gold(give or take 10s) was gone from my character.. very quickly the GM handling it and I figured that this was NOT a hacking to my elation.. but then it gets weird they change my password(back when I couldn’t change it back) to my annoyance. I mean come on YOU try and remember Q93mL9qf…. and of course I have changed it by now. So now its just in limbo.. I am afraid its now too old for you to trace the gold but again I want it back. I didnt spend it, there was nothing I could have spent it on before I logged out or when I logged back in in the morning until I discovered the lost money.
I know you have a lot of issues out there and that I am not a special flower but I would like to be treated fairly and I think I have waited much longer than normal… 3 weeks..
You are demanding that we spawn items and give them to you, when we are not able to and will not do that. The comparison between the replacement of Digital Deluxe / Collector’s Edition items and your situation is not at all realistic. I am sorry for what you experienced, but we do not have the tools that would allow us to fulfill your requests. That truly is the end of the matter in relation to both tickets.
Update — Tuesday, 18 September: Part 1
120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505 Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437 Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217 Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046 In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player
Hey GaileGray,
I know there is still time left in the day, but if you guys are done supporting tickets, I was hoping that I could get on the queue for tomorrow. I was one of the people on the review list left over from yesterday.
“A few of those on tomorrow’s review list:” – GaileGray
120829-012492
120901-030134
120912-004572
120912-005302My ticket number is 120912-005302
It is on the review list and will be addressed tomorrow, I am sure!
How come I see tickets that have been resolved in like a day or two when mine has been open for 10 days? it’s just not right.
snowmanboy.8936
tickets
120909-004170
120909-003417
Resolved today.
If that is not the case, let me know, but it very much appeared so upon review.
Update — Tuesday, 18 September: Part 1
120909-004170 Resolved
This is not resolved. Now when I check my ticket out it says this at the top of the ticket “This incident cannot be reopened or updated. If you need further assistance, please submit a new question by clicking the Ask A Question tab.”
and it shows duplicate and closed next to my two tickets still.You tell me it’s resolved and nothing is resolved. Should I open another ticket??? I mean come on this is a joke.
snowmanboy.8936
120909-004170
120909-003417
Bäbydöllfäcë
sigh You’re right. I did a search but I must have pulled up other data. That is not resolved, and I am sorry. Part of the problem is the duplicate tickets on the same issue — that does confuse things. I have added it to the top of the review list and hope for more info soon.
Update — Tuesday, 18 September: Part 2
120824-003258 Resolved
120828-016512 Resolved
120828-017417 Resolved
120907-005097 Resolved
120910-006627 Resolved
120910-007349 Resolved
120906-007794 Resolved
120907-004183 Resolved
120907-004357 Resolved
120908-000014 Resolved
120908-000119 Resolved
120908-001332 Resolved
120908-001593 Resolved
120908-003904 Resolved
120908-004389 Resolved
120908-004763 Resolved
120908-004764 Resolved
120908-004831 Resolved
120908-006278 Resolved
120908-007658 Resolved
120908-008202 Resolved
120909-000687 Resolved
120909-000844 Resolved
120909-000943 Resolved
120909-001341 Resolved
120909-001628 Resolved
120909-002278 Resolved
120909-002315 Resolved
120906-005755 Resolved — you were not blocked and were sent a new password
120907-008203 Resolved — duplicate ticket
120909- 01112 Need more info — incomplete ticket number
120906-004786 In queue, awaiting resolution
120907-006655 In queue, awaiting resolution
120908-002373 In queue, awaiting distribution
120910-006578 In process
120908-002470 Can I get a status on this?
120907-005183 Unable to resolve – game was purchased from an unauthorized retailer who originally obtained using a stolen credit card
120909-002142 Resolved but there are security concerns with this account; please review the ticket for suggestions on how to secure the account
If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.
Why is my ticket still being ignore?? 120911-002506 this is ridiculous, I have been patiently waiting for more than a week, why is these ticket below getting resolve first? So there is no such thing as chronological order in your ticket resolution process?
120912-006060
120915-006475
120916-001690
120911-005956
120911-006605
120911-007734
120911-009271
120911-008713
Some issues require more scrutiny, or the involvement of multiple agents. The tickets you cited may be newer, but many more were older than yours.
As you can see from any update, there is a wide variety of dates on the tickets. No one is ignoring you, but it’s only possible to address so many in a day, and you will be helped as soon as possible.
Update — Wednesday, September 19
120826-000572 Resolved
120827-009339 Resolved
120901-001721 Resolved
120901-030134 Resolved
120907-001862 Resolved
120909-004499 Resolved
120912-000702 Resolved
120912-004572 Resolved
120908-002770 Resolved
120911-002506 Resolved
120825-003481, 120908-001695 In queue, awaiting resolution
120902-005577 In queue, awaiting resolution
120902-006231 In queue, awaiting resolution
120911-009121 In queue, awaiting resolution
120914-000042 In queue, awaiting resolution
120908-005487 In queue, awaiting resolution
120826-011944 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120829-012492 Assigned; awaiting response from player
120906-002403 Assigned; awaiting response from player
120906-003323 Assigned; awaiting response from player
120912-005302 Assigned; awaiting response from player
120907-001327, 120907-008394 Unable to refund gems
120824-008715, 120903-001767 Sent suggestions for resolution
120913-005753 Sent suggestions for resolution
120913-006801 Sent suggestions for resolution
Hey I still can’t buy gems I want to give you my money
120907-008394
Updated 09/07/2012I dont want a gem refund as stated in the post you made Gaile you put both tickets together and said unable to refund gems which is fine but the only one I am really worried about is this ticket the one here that hasn’t let me be able to purchase gems for a few weeks now and I want to purchase a lot of them
Oh I understand, Aemris — I apologize for the misunderstanding. Will add to tonight’s list for a review tomorrow.
come on
snowmanboy.8936
120909-004170
120909-003417
I sent this one off special. I’ll check ALL my mails, and if it’s not there, will add it to the top of the list. I am very sorry!
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!
Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distributionGreat, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!
Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!
Update — Thursday, September 20
120824-007248 Resolved
120828-017417 Resolved
120831-007724 Resolved
120905-007179 Resolved
120914-004764 Resolved
120907-004123, 120825-035330 Resolved
120912-001055 Resolved
120912-005259 Resolved
120914-000391 Resolved
120914-004764 Resolved
120825-003557 Question answered
120903-002278 Question answered
120914-003281 Question answered
120915-000309 Question answered
120915-000523 Question answered
120911-002501 Question answered
120825-007873 In queue, awaiting resolution
120904-001280 In queue, awaiting resolution
120904-006754 In queue, awaiting resolution
120907-008394 In queue, awaiting resolution
120908-004534 In queue, awaiting resolution
120911-001259; 120906-003033 In queue, awaiting resolution
120912-005302 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120913-000767 In queue, awaiting resolution
120908-002648 Appears to have been resolved on 9/9
Hey GaileGray,
U told me to post if its been 5 days so here it is.
Could u review my ticket.
i would appreciate it thanks.
Ticket: 120916-005007
Date Created: 09/16/2012Sincerely,
Yoshiro.4159
You post every day, but it will not be five days until tomorrow. Please do not post this again until then.
For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.
The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.
Thank you for your patience.
I just received a response for my ticket (finally). However, it made no sense as per what I was asking… Trying to answer as many tickets as fast as possible with a copy/paste answer is not the best solution. I realize that you guys have a lot of tickets but mine still is ongoing because the GM that responded to it didn’t respond to the question that I asked. He said that I could not get a refund for something bought with gems accidentally when I NEVER asked for a refund. I simply want the missing part of my item. I’m not so sure what’s so complicated in this. I bought the Krytan armor look from the gem store and somehow while transmutating the breastplate/chest piece ’’poofed’’/disappeared and I would like that missing piece.
This has been going since SEPT 2 and is still ongoing…sad!
I expect you will disagree with me, but the team member who wrote you the detailed response was not writing in error. You’ve asked for replacement of an item, and that would involve replacement/refund of used gems, because we do not/cannot spawn items as replacements. So I understand that the language may be unclear, but the request and the response are aligned.
The item did not disappear due to a game issue. It either was accidentally deleted or it was transmuted in error. And neither of those are issues that the CS Team can resolve because there’s no policy or practice that can fix every instance of user error. I’ve accidentally deleted items; I’ve unintentionally sold items. Heck I may have deleted a character in error. But each of those things was my responsibility, because I was not careful. Even though the game has a confirmation process, I skipped over it in my haste and as a result, I lost my items. My fault. My loss. And so it is with any player. I do empathize with the situation.
Been 6 days since I got my account back from being hacked, Lost all my gold and items, I know your cant restore items but I lost 6.5gold, Please if you could restore my gold thanks, Ticket number is 120915-005747
No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.
“120905-000663 Resolved”
not resolved in anyway i cant belive u just make random assumptions..
New ticket is here 120919-008681 asking for a refund of game cba with support not helping in anyway.
NONE of my other acc is hacked… i have diablo 3 , wow etc playing with same passwords as GW 2 when i got “hacked”.
I truley beleive that every time (5times now) u open my account and i changed e-mails and passwords so many times, Its your FILTER that BANS MY ip not some hacker ones.
I need to point out that this issue positively was not on our side. Your ticket yesterday evening said that you were back on the account after creating a new email account and discussing the situation with the team on the new account.
With the repeated incidents, I believe you may have a Trojan or Keylogger on your account. Again, this is not a security issue on our side, but something related to your credentials, to your email account, or to you system. For more information, please see Mike O’Brien’s article on account security.
My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters([email protected]). I filed the first complain the 10 september, and no aswere in over one week.
my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080
Looks like you provided an inaccurate serial code, but I found a slightly different one in another of your tickets and an agent will look at this now.
Ticket ID:
120825-014906
submitted on 08/25/2012
Posting here just in case because the ticket is 27+ days old and marked as “closed” but I’m still waiting for replacement DDE items. In the DDE/Collector items thread it mentioned numbers being gathered but I haven’t seen my ticket ID mentioned in any of the updates above and there are posts above now saying that there will only be one more big distribution? I don’t want to miss out if my ticket number was overlooked
Permalink to where I posted before for context:
https://forum-en.guildwars2.com/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/170582
We have not forgotten those who are waiting for replacement of the CE or DDE items that they deleted. As I mentioned, we do not yet have a date for the next distribution. Please be sure this ticket is mentioned in the specific DDE/CE thread. Thanks.
i think my ticket is #120905-009031 been well over 5 days now, but i cant login to my support account now =(
The team will assist you with getting into your support account. However, you have submitted multiple tickets about your deleted CE/DDE items. Please be sure that ONE ticket is listed in the CE/DDE thread and close out the others (when you can do so).
Influence Tome [Incident:120906-001736]
An issue with Tome of Influence being used but not giving any influence, asked for the Tome back or some similar thing as we payed for it (happened to both me and my boyfriend). Sent the ticket the 6th of september (!) and have not gotten a single reply despite updating it a few times.
Tome of Influence issues are still being reviewed. Thank you for your patience.
Update — Thursday, September 20
120825-003557 Question answered
Can you explain this to me please as there has been no update to my ticket and it still says “Awaiting Approval”.
Am I on a list to get my things back? I hadn’t asked a question, i’m awaiting reimbursement of my items. 10 days no response/change to my ticket.
If you have submitted a ticket, you’re on the list. If you want to do so, you may post in the CE/DDE thread. Please read my post for information: https://forum-en.guildwars2.com/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/page/6#post197997
Hey Gaile,
I too made the unfortunate mistake of accidently deleting my Rytlock mini, Tome of Influence and Chalice of Glory on the first day of headstart.
I sent in a ticket 08/25/2012 Ref. number 120825-010443 to ask for help. Chris from the Support Team answered me saying that there would be a fix in the future and that I should keep an eye on the forums. So I closed the ticket and I was waiting patiently for a fix. I`ve been checking the forums regulary these past few weeks and a few days ago I saw that there is a second distribution available for those that accidently deleted their items. So I sent in another ticket.
09/14/2012 (so a week ago) Ref. number 120914-002059
Strangely I got an answer about guild problems. o.O I updated the ticket. For now it has the status Awaiting approval. Am I in queue now for a second distribution or is this approval about something else?Thank you in advance
When you say a second distribution, did you already get a set of replacement items?
The “awaiting approval” indicates you’re in the queue for replacements. There’s more information in my latest update in the CE/DDE thread. (And you can add 120914-002059 to that thread, if you wish.)
For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.
The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.
Thank you for your patience.
Hi Gaile, a few days ago you responded to Natebert.8432 – about his items, but I have not seen his tickets (120825-033103 and 120903-008429) appear in your “resolved” or “queued for distribution” lists. Are his tickets in queue for you to look at? Being that his first ticket was made on 8/25… I’d hate for him to have to miss out on this second distribution.
Thanks.
Have him post, or post for him, in the CE/DDE thread, but I can see he’s “awaiting approval” which means he’s in the queue to get items.
No we are unable to restore gold. It’s simply not something that we have the tools to do, and the account restoration system that would roll-back the entire account is not yet available. I’m very sorry for the loss, and I know we all look forward to being able to help with these issues in the future.
Sad, very sad that your programmers would not put this BASIC MMO functionality into the game. There should be a plan in place to help people that get hacked.
Note to game makers – make sure that your future CS has the tools it needs to help people.
#NotAAAservice
You may not be aware, but spawning gold and handing it out like cupcakes — even if “basic MMO functionality” — isn’t good for a game’s economy. If you lose a dollar, the government doesn’t print up and hand you another one — that would cause huge inflation.
To address the issue of hacked account, we soon will be offering account restorations that will “roll back” an account to its pre-compromise state. The issue will be verified, and the hacker will be tracked and and all account involved in the hack will be closed. Then, when the hacked account is rolled back, the gold is not duped and the economy isn’t damaged.
120919-001077 (09/18/2012)
120914-000304 (09/13/2012)
120906-010340 (09/06/2012)
120830-015905 (08/30/2012)Nothing yet and these tickets have been open since kitten I unno FOREVER….. I STILL NEED MY DDE ITEMS! can you please finally get to me. Gaile Gray said he would take care of it by moving my post into some forum thread….Nothing was done about my DDE items after that happened….SO HOW BOUT YOU GIVE ME WHAT I PAID FOR!
BTW all of those tickets are 5 days atleast apart so I dont wanna hear the multiple ticket excuse from you guys….GIVE ME MY STUFF NOW!….this is rediculous you have already dropped the ball on this and have the worst customer service I have personally ever had the displeasure of dealing with in any MMORPG to date.
Submitting duplicate tickets is a bad idea, whether they’re five days apart or not. You’ve flooded the team with about 8 tickets. Several are about the CE/DDE items, and I’ve already stated where we are on that, with apologies for the delay. You will get your items.
But another ticket says you need a password reset, and another says you want a refund. Could you please close out those tickets you do NOT need help with, so the team can focus on those that are still truly pending?
Answer to apparently everyone who wrote except me
A nice please perhaps ?
Please take a look at this.
120915-002881
Actually, I’m listing tickets in the order received, so don’t worry, you’re on the list it’s just that we can get to only so many in a single day.
Thanks for understanding!
come on, please
snowmanboy.8936
120909-004170
120909-003417
This was marked as updated and then resolved. I asked an agent to take a look again and he just sent you new credentials. Please let us know if you still have problems, but I think it might (finally!) be sorted out.
Ticket 120826-004311, opened on 8/26. Closed without resolution on 8/30. I’ve commented and requested a response twice in accordance with the original support response since that time with no new info provided or actions taken.
This is about deleted or missing CE/DDE items, right? You’ve posted and you’ve submitted a ticket, and we are working on a means to get those to you, but if you wish, you can add your ticket to the CD/DDE thread here, as well.
Is there any update on 120903-011456…? Still getting nothing…
This one may have been mis-queued, and so I’ve sent it over for a review.
GaileGray, thank you for your response. I only wish that someone would have sent out some sort of information or update (or any response whatsoever!) regarding this as a reply to the ticket, even if it was a generic autoreply of “we’re looking into it, it’s a known issue”. Rather than leaving your customers without a response, feeling neglected and confused as to what is going on. It gets quite tricky to be patient when we don’t get told what’s going on; not everyone reads the forums.
Anyway, thank you for your reply! I can only assume this will mean I will get a reply to my ticket eventually.
I agree with you, a response/answer/comment would have been good. I will share that with the team leads so they can look at more opportunities to communicate in that “update-ish” manner.
Thanks for your feedback.
My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters([email protected]). I filed the first complain the 10 september, and no aswere in over one week.
my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080Looks like you provided an inaccurate serial code, but I found a slightly different one in another of your tickets and an agent will look at this now.
According to the agent who did the review, it doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?
Is there any update on 120903-011456…? Still getting nothing…
This one may have been mis-queued, and so I’ve sent it over for a review.
lol… This is getting pretty depressing (for one…)…
I know.
’’I expect you will disagree with me, but the team member who wrote you the detailed response was not writing in error. You’ve asked for replacement of an item, and that would involve replacement/refund of used gems, because we do not/cannot spawn items as replacements. So I understand that the language may be unclear, but the request and the response are aligned.
The item did not disappear due to a game issue. It either was accidentally deleted or it was transmuted in error. And neither of those are issues that the CS Team can resolve because there’s no policy or practice that can fix every instance of user error. I’ve accidentally deleted items; I’ve unintentionally sold items. Heck I may have deleted a character in error. But each of those things was my responsibility, because I was not careful. Even though the game has a confirmation process, I skipped over it in my haste and as a result, I lost my items. My fault. My loss. And so it is with any player. I do empathize with the situation.’’
That’s fine. I’m willing to accept that it was human error and that you’re not going to ’’reimburse’’ the item. I’m not so proud as to not being able to admit that I most likely made a mistake during the transmutation which led to the disappearance of the ‘’Krytan breatplate look’‘. However, there is some feedback that I would like to leave which I hope that you can also consider. 1) My petition was closed without any answer after 10 days or so. I know I’m not the only person who’s petition was closed without getting an answer. You seem professional GaileGray so I’m sure that you can agree that whoever closed my petition without feeling the need to answer it was not acting too professional. As a customer, it is upsetting. You are a customer yourself and I’m sure that you can agree that it would of upset you too. 2) As a customer, I do not know that your company cannot make an item and would have to reimburse the full amount of gems. I’m sure that you can see why being answered that my petition to be reimbursed gems for an item bought by error would not make sense to me as it was not an item bought by error and I was not asking for gems back.
I would like to thank you for fully answering my petition on here with the right explanations. It is indeed much appreciated and I can finally feel closure on this issue. It’s too bad that it was not handled like this right away as a lot of frustration and time could of been saved from both ends.
You are absolutely right. In our hurry to get to as many tickets as possible, to review them for queue-setting, categorization, responses, and assignments, there were tickets that just seemed to fall into the void, getting no response at all. And that’s not a good way to operate, and we know it.
I am very sorry that you waited so long, and sorry, too, that what we can do is less than you had hoped. Thank you for your reasonable tone and for sharing your observations about how we could have handled this better, because that will help us do things better in the future.
Gaile—
First, I want to say how much we really appreciate the work your doing to try to help us get these old tickets taken care of.
There is another thread in the game bugs section about the specific guild issues we are having that some of these old tkts are on.
Six days ago (bottom of pg 19 of 29), Anet staff member CameronDunn, put a little blip that the guild issues were being looked into and he would keep us updated… and nothing since.
There has not been any mention of fixes on the game update notes, either.I actually got an email from the guild wars 2 team encouraging me to join a guild for the social aspects.
(One would think they would have held off on sending that email out until the guild issues were fixed, lol— it’s just going to invite more tkts for your overloaded support staff.)Is there anyway you can get us an update on the guild issues fix?
Thank you
Can you give me that link? I’m nose-down right now, and I’d appreciate being able to get there without searching.
Update — Friday, September 21
120826-011765 Resolved
120901-001721 Resolved
120902-005108 Resolved
120907-008394 Resolved
120909-000687, 120920-004803 Resolved
120909-004170, 120909-003417 Resolved
120915-005406 Resolved
120916-006291 Resolved
120912-003177 Resolved
120909-005038 Response sent today; let us know if you still need help
120915-000805 Response sent today; let us know if you still need help
120915-001454 Response sent today; let us know if you still need help
120907-004284 Requested additional information; please update your ticket
120911-007210 Requested additional information; please update your ticket
120915-000563 Reported this as a bug
120916-004076 Known issue; updated ticket
120825-003557 In queue, awaiting resolution
120826-004311 In queue, awaiting resolution
120912-002924 In queue, awaiting resolution
120912-005302 In queue, awaiting resolution
120914-005237 In queue, awaiting resolution
120915-002881 In queue, awaiting resolution
120916-005007 Under review by dev
120903-002278 Unable to fulfill request
120914-001168 Unable to fulfill request
Is there a reason why my previous post (made 4 days ago on page 24) was ignored?
It doesn’t seem fair to me that posts after mine are being resolved while my guild member has been stuck waiting for 2 weeks now.
Your friend has not provided his serial code — an essential component of establishing ownership of an account. The team is working with him on this issue, and he responded with details on Friday that may allow them to resolve this now.
I had not been able to log in until tonight and was excited to see on the forums while at work that you had supposedly fixed my problem. You state that my issue was “Resolved by bug fix”. Nothing has been resolved, I still do not have my items. Please tell me what I need to do and re-open the ticket.
I made a post in the CE/DDE thread about this. If you still do not have your items, please read this. Thanks!
Guild: Tirayjala
Server: Sorrow Furnace
Tag: [TYJ]
Unable to promote player’s , write messages of the day, and can’t spend Influence on guild upgrades only thing i can do is invite players. pliz Help
Hello,
I don’t see a ticket number. Could you please post one so I can review this issue?
Update: Monday, 24 September 2012
Update: Monday, September 24
120917-003642 Resolved
120907-001562 Resolved
120917-004145 Resolved
120825-005940 Resolved
120908-007658 Resolved
120914-002613 Resolved
120917-005163 Resolved
120909-004321,120909-004502 Resolved
120918-000186 Resolved
120914-003281 Update sent today
120916-005117 Update sent today
120916-003020 Update sent today
120915-001298 Update sent today
120912-007045 Two responses sent; may need more time to address issues
120901-001721 Suggestion sent by CS Agent
120917-004917 Agent responded
120920-000802 Agent responded
120917-000444 Agent responded
120913-000767 Agent responded
120905-009534 Agent responded
120916-006054 Agent responded
120919-001486 Agent responded
120920-000802 Agent responded
120916-005007 Agent responded
120826-014247 Agent responded
120915-000081 Answered your question in the ticket
120916-004072 Requires review by senior agent
120907-004183 Requires review by senior agent
120920-001271 Requires review by senior agent
120902-015078 Requires review by senior agent (but I promise — no DNA sample required! )
120825-005940 In queue for distribution
120825-033103 In queue for distribution
120826-001727 In queue for distribution
120829-002627, 120918-005638 In queue for distribution
120919-004264 Bug Report — relayed to team 9/24
120915-000523 Agent responded
120917-000438 Agent responded
120910-005403, 120912-003964, 120913-005411, 120918-003080 It doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!
Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distributionGreat, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!
Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!
I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?
Ticket Number: 120825-035702 STILL AWAITING RESOLUTION
Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!
If players get hacked and lose a month’s work )or more as the game ages) only to be told “tough luck” what percentage of those players will be willing to start all over?
120921-002963
First, please remember, the ARS (Account Restoration Service) is coming quite soon. I do not think there will be situations such as you describe.
Secondly, your ticket should be answered soon. If you have not heard by later tomorrow, kindly post again.
Ticket submitted 25th August, still awaiting solution: 120825-035702
Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.
Still being deafened by the silence from the Guild Wars Support Team.
I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!
Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!
I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.guildwars2.com/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):
I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.
Great — we’ll get to that asap.
That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!
Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)
Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)
Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!
Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distributionGreat, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!
Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!
I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?
Ticket Number: 120825-035702 STILL AWAITING RESOLUTION
Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!
Thank you! I finally received an email to notify me that the items were being re-distributed to my account! Logged in and found the in-game mail with the 3 items waiting for me. Collected the items and immediately placed all 3 items in my bank for safe keeping!
A tiny bit of faith in ArenaNet has been restored!
Thanks for letting me know. I’m so glad that we were able to help you, and apologize sincerely for the delays. See ya in the game!
Update: Tuesday, September 25
120925-003235 Resolved
120919-001486 Resolved
120920-001017 Resolved
120920-001237 Resolved
120918-004454 Resolved
120917-004917 Resolved
120901-001721 Resolved
120918-005364 Resolved
120908-006583 Resolved
120921-002963 Escalated for review by senior
120827-008951 Escalated for review by senior
120904-001280 Escalated for review by senior
120825-009624 In queue; no estimated resolution date yet.
If players get hacked and lose a month’s work )or more as the game ages) only to be told “tough luck” what percentage of those players will be willing to start all over?
120921-002963
First, please remember, the ARS (Account Restoration Service) is coming quite soon. I do not think there will be situations such as you describe.
Secondly, your ticket should be answered soon. If you have not heard by later tomorrow, kindly post again.
Thank you for the update on my ticket.
It being called a service is even more troubling. Does this mean if the TP lags out and crashes again and people lose items or gold again players are going to have to pay a micro-transaction to have things restored?
Please do not worry about the name. That was what we called it in GW and that’s what I’ve been calling it in GW2. It is a service, but it’s part of our customer support and there is no charge for restoring a compromised account. (Sorry for any confusion!)
After a recent transaction of turning Gems > Gold (and loosing both in the process) I submitted a ticket to seek a resolution. 8 Days later I receive a response. It was fairly obvious that this was a generic canned response, blatant that they had not even bothered to read my initial ticket.
I’m more than disappointed with this response. This is the second time this has happened to me now. Presumably I’m going to have to wait another 8 days before someone actually bothers to read my initial ticket.
Not happy.
If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.
There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.
Update: Wednesday, September 26
The team was working on a specific project today, so the list is smaller than usual. We’ll have more updates soon.
120912-007045 Question answered by CS Agent
120920-001271 Question answered by CS Agent
120902-015078 Resolved
I’ve been about as patient as possible with support so far.
I opened my ticket [Incident: 120828-006042] on the 28th of August with the title “Cannot use GW2 CE key” as I was receiving an error message stating I had already applied the key to my account.
I never received my CE items or the Mistfire Wolf skill but I am still able to play the game so I know that some sort of serial code must have been applied.
I updated the ticket after reading about others having trouble with their items/skill and asked for the items to be sent.
The only responses from Arenanet were copy pasted ones which did not help with the problem I was and still am experiencing.
The ticket was then closed by support despite not having been resolved on the 11th of September.
I re-opened the ticket and asked again for my items to be sent and the skill to be activated.
On the 20th of September the ticket had somehow made its way to NCsoft support, this where I received my first human response from what I can only imagine must have been an extremely puzzled man who then put me back into the GW2 support system. This same person also helpfully changed my ticket to title to the slightly inaccurate “Deleted CE/DD items”.
I updated the ticket thanking him for changing the title and waited patiently for a response.
Which brings us to today, where I logged into support intending to update the ticket as I had not been sent the items only to find that someone else from support had changed my ticket’s title to “Serial Code Issue – NOT A CE/DDE Item Deletion Issue”. They did not even bother to send me a message about the change, and I believe this may have been why I was not on the list for being sent the items on Friday.
What I would like is for an actual person to read over the ticket and give me some sort of human response. The ticket has been open for almost a month now and as far as I can tell only one person has actually bothered to read it and they were not in a position to help me.
This actual person has read through the ticket, twice. It’s a really perplexing issue, as you can see from my response in your ticket.
We should have this addressed tomorrow!
Hi, at 06 sep. I opened ticket number 120906-007127 and after three weaks ticket was closed without any answer or resolve =(
Hi. The team sent you an email and asked you to update, but they never heard back from you. I’ve added you to the list.
sorry for repost, this got fixed..but my gear is all lost..no money for traits or repair, can i have it all back please?
We do not have the capacity to roll-back your account or provide you with items. We will have a restoration service in place soon.
If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.
There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.
I’m not here to rant, I don’t rant. I was merely sharing my experiences. That being said, here is my Ticket # : 120922-003023
This was actually posted in the “Gem Store Questions/Issues [merged]” Thread, Clearly that was not the right place.
-Klem
Thanks for the info. And posting in both threads is very helpful, but you had the right place when you posted in the Gem Store thread. This is sort of an “extra” for me to put things under review, but the other is viewed by the gem store team, as well.
Update: 27 September 2012
120825-002870 Resolved
120915-001298 Resolved
120915-004544 Resolved
120916-002529 Resolved
120922-003259 Resolved
120924-000091 Resolved
120826-002212 In queue, awaiting resolution
120826-008185 In queue, awaiting resolution
120828-018645 In queue, awaiting resolution
120919-000303 In queue, awaiting resolution
120926-005208 Thanks for providing that info to the TS Team; they’ll review and get back to you
120912-006875 Under review by team lead
120906-007127 We’ve reviewed this; could you mail box be full? Please clear it and the item mail should appear; update your ticket if that does not happen.
120926-004847 Please verify your email address and you should be fine
Hey guys,
We’re really moving forward on the queues, so this thread is now for tickets that have not been answered for 4 days or more. Naturally, if you’re working with an agent and making progress, there’s no need to post here. This is simply for those posts that may have “fallen through the cracks” or which may need a secondary review.
Update: Friday, 28 September 2012
120914-002059 Resolved
120906-007127 Resolved
120927-003933 Resolved
120922-003023 Resolved
120924-002074 Resolved on 9/24; no update from player so we assume he’s just fine
120928-001275 Agent responded
120918-003049 Agent responded today; please provide info and he will help you
120831-012782 Tome of Influence issue; still under review
120914-000042 Tome of Influence issue; still under review
120916-003964 Guild issue; under review
120922-000473 In queue, awaiting resolution
My GW1 account still isn’t linked to my GW2 account.
$150 for collectors
$140 for gem purchases….Can someone, AN, direct me to the refund department if you guys don’t want to fix this?
Oh I’m so sorry. Can I get a ticket number so I can look into this?
FYI, the system automatically closes tickets after a certain period. This is a double-edges sword: It does remove from the queue issues that would sit there taking up space (and attention) from those who need it. But it also closes tickets that should not be closed, and that’s not good for you or for us.
Anyway, I’ll be happy to take a look at this if you give me your ticket number.
Update: Monday — October 1
120928-001275 Resolved
120921-004194 Resolved
121001-000910 Resolved
120927-003933 Resolved; as explained, we cannot replace your items
120924-002074 Answer sent on 9/24; please have your friend update the ticket if he still needs help
120929-000850 This is in process; I believe you will hear tomorrow
120831-012782 Tome of Influence issue; a resolution has not yet been developed
120825-009624 Tome of Influence issue; a resolution has not yet been developed
120913-003704 Tome of Influence issue; a resolution has not yet been developed
120914-005746 Tome of Influence issue; a resolution has not yet been developed
All other posts since Friday have been added to the review list, if they were not listed above.
Update: Tuesday, October 2
120924-000144 Resolved
120929-000850 Resolved
120901-014256 Resolved
120929-000850 Resolved
120910-002395 Agent responded 9/10; please update if you still need help
120901-001721 Received response today
120924-005472 Received response today
120910-002395 No activity since 9/10
120922-000473 Log-in issue
120920-001075 In queue; we are working on this issue
120921-000605 In queue; we are working on this issue
120921-000948 In queue; we are working on this issue
120919-000950 Tome of Influence issue; a resolution has not yet been developed
120916-001630 Tome of Influence issue; a resolution has not yet been developed
my main ticket concern is this one about my account being hacked that i submitted.
120924-005253and the other the very first simple question about the log-in attempts was never actually answered.
120913-000495
I show the first as answered on 9/26 and access to your account was restored. There’s no update from you since that date, but if you need further assistance please update your ticket.
The second question provided solid information.about how account credentials were harvested on the Internet at large — not through the game system — and it appears to me it was answered in an adequate manner. If you would like more information about account security, please see Mike O’Brien’s article on account security.
Update: Wednesday/Thursday, 3/4 October
120901-001721 Resolved
120922-000473 Resolved
120910-002395 Resolved — We implemented a change just last night that should have corrected this
121003-002477; 120901-024270; 120915-006475 Resolved
120930-002298 Responded today
120926-000240 Responded today; are things ok now?
120916-003964 Ticket is open; will be updated when there is more information
