Use a new serial code for a realeased account

#1 - Nov. 16, 2012, 2:26 p.m.

My friend had a problem, his account was suspended and after he contacted the support that answered this way:

“At this time, we have reviewed your account and have decided to release the account to you. The serial code has been permanently disabled as a result of the purchase using a fraudulent credit or debit card or stolen PayPal account.

In order to regain access to the game, you must re-purchase Guild Wars 2 again and apply a new, valid code to your account. To ensure this does not happen in the future, please purchase the game from one of our authorized retail partners https://buy.guildwars2.com/retailers or purchase directly from our website https://buy.guildwars2.com/. "

The question is: how can he use a new serial code with that account?

Thank you!

Gaile Gray

#2 - Nov. 16, 2012, 3:12 p.m.

Yes, he can. That is why the agent was careful to say the account is “released.” Not all closed accounts can be released; we must take care that people who knowingly defraud the company are not able to add another, probably-sketchy code to continue trying to play. But in the case of your friend, he may have purchased through a third-party seller who was involved in the defrauding. As that is the case, we would welcome your friend back to the game, but naturally he must add a valid serial code.

Edit: Confirmed by Payments Team.

Gaile Gray

#4 - Nov. 18, 2012, 5:42 p.m.

Thanks for this info. The team is going to take a peek at these and see what they can do to open that up for your friends.

Gaile Gray

#5 - Nov. 19, 2012, 4:06 p.m.

Hey guys,

Can you provide the ticket numbers for these issues? We want to help, but we can’t look up their account based on your display name.