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 five 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 days.
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.
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
120904-008055 Resolved
120905-005360 Resolved
120828-001969 Resolved
120906-011164 Resolved
120904-010727 Resolved
120905-001814 and 120910-005075 Resolved
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?
120905-007504, 120910-007140, 120905-007688 Referred to Guild Wars 1 Team
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 account. 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.
