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ArenaNet Poster
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#1 -

This thread is intended for you to use to follow up on support issues that have been filed with support but have not been resolved in three days or more or, perhaps, tickets about which you have continuing questions.

Please allow the team time to resolve issues before posting here, so don’t submit a ticket and post, but rather follow-up if the ticket needs a review after it’s been in the queues for five four three days or more.


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ArenaNet Poster
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#14 -

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:

  • Your GW2 Username
  • Your serial code
  • A character name, if any
  • A detailed description of the issue that you’re experiencing
  • Any error code that you are getting

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!


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ArenaNet Poster
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#46 -

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.


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ArenaNet Poster
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#47 -

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.


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#48 -

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.)


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ArenaNet Poster
Target Source
#360 -

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 ) 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.
  • We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.

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ArenaNet Poster
Target Source
#361 -

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.


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#400 -

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.


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ArenaNet Poster
Target Source
#401 -

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.


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#404 -

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?


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ArenaNet Poster
Target Source
#424 -

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 issue

I 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.


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ArenaNet Poster
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#425 -

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 ) 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.
  • 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!


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ArenaNet Poster
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#427 -

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?


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ArenaNet Poster
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#428 -

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!


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ArenaNet Poster
Target Source
#446 -

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.


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ArenaNet Poster
Target Source
#447 -

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.


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ArenaNet Poster
Target Source
#450 -

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.


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ArenaNet Poster
Target Source
#451 -

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.

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.


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ArenaNet Poster
Target Source
#492 -

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.


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ArenaNet Poster
Target Source
#495 -

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.


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ArenaNet Poster
Target Source
#507 -

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.


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ArenaNet Poster
Target Source
#576 -

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?


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ArenaNet Poster
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#584 -

That is dedication! You’re on the review list now.


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ArenaNet Poster
Target Source
#599 -

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?


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ArenaNet Poster
Target Source
#615 -

The account has been re-secured and reinstated.


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ArenaNet Poster
Target Source
#625 -

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.


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ArenaNet Poster
Target Source
#632 -

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


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ArenaNet Poster
Target Source
#636 -

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.


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ArenaNet Poster
Target Source
#720 -

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


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ArenaNet Poster
Target Source
#740 -

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.


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ArenaNet Poster
Target Source
#743 -

Your Recently Submitted Questions
Help with password reset 120907-004743 Duplicate 09/07/2012
Access Restored 120830-012231 Closed 08/30/2012

The 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.


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ArenaNet Poster
Target Source
#744 -

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.


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ArenaNet Poster
Target Source
#745 -

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?


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ArenaNet Poster
Target Source
#747 -

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.


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ArenaNet Poster
Target Source
#841 -

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.


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ArenaNet Poster
Target Source
#847 -

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:

  • Your tickets have been reviewed and the agents involved have offered what help we are able to give. Reading through the two lengthy threads, it appears you are unwilling to accept that assistance but continue to demand refunds, refer to laws that are irrelevant to the issue, and threaten legal action.
  • We cannot and will not refund money that was not paid to us, which you have demanded.
  • We will not “de-activate the cd-keys so that (you) may resell them.” That is a violation of the User Agreement to which you agreed, and is absolutely forbidden.
  • You have full details about how to proceed with legal action if that is your decision.
  • No further discussion of this topic is welcome in the forums.

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ArenaNet Poster
Target Source
#852 -

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.


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ArenaNet Poster
Target Source
#853 -

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 days

Emails 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.


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ArenaNet Poster
Target Source
#854 -

Username:Brutis.5372
Ticket #:120907-008529

Seems to be resolved.


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ArenaNet Poster
Target Source
#855 -

Posting this for someone who is unable to log in:

120907-004304

Thanks.

On today’s list. Hope to hear by tomorrow.


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ArenaNet Poster
Target Source
#856 -

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.


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ArenaNet Poster
Target Source
#858 -

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.


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ArenaNet Poster
Target Source
#860 -

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.


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ArenaNet Poster
Target Source
#862 -

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.


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ArenaNet Poster
Target Source
#863 -

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.


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ArenaNet Poster
Target Source
#865 -

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.


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ArenaNet Poster
Target Source
#869 -

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.;


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ArenaNet Poster
Target Source
#879 -

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.


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ArenaNet Poster
Target Source
#880 -

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.


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ArenaNet Poster
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#883 -

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.


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ArenaNet Poster
Target Source
#887 -

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


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ArenaNet Poster
Target Source
#990 -

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.


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#991 -

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.


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ArenaNet Poster
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#992 -

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.


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ArenaNet Poster
Target Source
#993 -

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 not

Just 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.


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ArenaNet Poster
Target Source
#995 -

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.


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ArenaNet Poster
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#999 -

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.


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#1005 -

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.


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ArenaNet Poster
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#1006 -

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!


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ArenaNet Poster
Target Source
#1007 -

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 #:120907-008529

Seems to be resolved.

to Gaile and the support team

Thank you
Thank you
Thank you
Thank you
Thank you

I 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!


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ArenaNet Poster
Target Source
#1009 -

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!)


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ArenaNet Poster
Target Source
#1010 -

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!


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ArenaNet Poster
Target Source
#1011 -

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


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ArenaNet Poster
Target Source
#1102 -

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.


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ArenaNet Poster
Target Source
#1103 -

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!


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Target Source
#1104 -

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.


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ArenaNet Poster
Target Source
#1116 -

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.


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ArenaNet Poster
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#1119 -

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.


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ArenaNet Poster
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#1120 -

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 working

This scenario is the same from august 27th (date of my first automatically closed ticket)

…please help!

Ticket number, please?


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ArenaNet Poster
Target Source
#1121 -

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.


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ArenaNet Poster
Target Source
#1169 -

*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!


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ArenaNet Poster
Target Source
#1171 -

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: 08/25/2012

Thank 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.


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ArenaNet Poster
Target Source
#1172 -

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.


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ArenaNet Poster
Target Source
#1173 -

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.


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ArenaNet Poster
Target Source
#1177 -

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


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ArenaNet Poster
Target Source
#1219 -

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.


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ArenaNet Poster
Target Source
#1233 -

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 it

Review 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.


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ArenaNet Poster
Target Source
#1234 -

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. After 21 days I’ve pretty much run out of patience!

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)


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Target Source
#1235 -

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?


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ArenaNet Poster
Target Source
#1236 -

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.


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ArenaNet Poster
Target Source
#1237 -

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.


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ArenaNet Poster
Target Source
#1238 -

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?


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ArenaNet Poster
Target Source
#1239 -

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.


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ArenaNet Poster
Target Source
#1240 -

am waiting 10 days for account restored
plis help me

120909-006557 Duplicate
120911-007816 Duplicate
120908-007658 Updated

thank you

Just answered today and I believe you also are set. Please report if needed.


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ArenaNet Poster
Target Source
#1244 -

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.


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ArenaNet Poster
Target Source
#1245 -

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.


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ArenaNet Poster
Target Source
#1246 -

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


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ArenaNet Poster
Target Source
#1248 -

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
120912-005302

My ticket number is 120912-005302

It is on the review list and will be addressed tomorrow, I am sure!


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ArenaNet Poster
Target Source
#1249 -

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.


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ArenaNet Poster
Target Source
#1252 -

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.


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ArenaNet Poster
Target Source
#1255 -

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.


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ArenaNet Poster
Target Source
#1257 -

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.


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ArenaNet Poster
Target Source
#1287 -

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


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ArenaNet Poster
Target Source
#1295 -

Hey I still can’t buy gems I want to give you my money but still no dice
120907-008394
Updated 09/07/2012

I 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 I love the game and want to support it etc and everyday I login hoping to make my gems go from zero to at least 4000 or heck even 12000 but no luck

Oh I understand, Aemris — I apologize for the misunderstanding. Will add to tonight’s list for a review tomorrow.


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ArenaNet Poster
Target Source
#1297 -

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!


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ArenaNet Poster
Target Source
#1298 -

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. After 21 days I’ve pretty much run out of patience!

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 distribution

Great, 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!


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ArenaNet Poster
Target Source
#1322 -

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


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ArenaNet Poster
Target Source
#1324 -

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: 09/16/2012

Sincerely,

Yoshiro.4159

You post every day, but it will not be five days until tomorrow. Please do not post this again until then.


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ArenaNet Poster
Target Source
#1336 -

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.


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ArenaNet Poster
Target Source
#1350 -

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.


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ArenaNet Poster
Target Source
#1351 -

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.


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ArenaNet Poster
Target Source
#1355 -

“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.


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ArenaNet Poster
Target Source
#1356 -

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.


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ArenaNet Poster
Target Source
#1357 -

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.


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ArenaNet Poster
Target Source
#1358 -

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).


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ArenaNet Poster
Target Source
#1360 -

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.


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ArenaNet Poster
Target Source
#1361 -

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


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ArenaNet Poster
Target Source
#1362 -

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.)


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ArenaNet Poster
Target Source
#1364 -

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.


avatar
ArenaNet Poster
Target Source
#1366 -

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.


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ArenaNet Poster
Target Source
#1367 -

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?


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ArenaNet Poster
Target Source
#1368 -

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!


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ArenaNet Poster
Target Source
#1370 -

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.


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ArenaNet Poster
Target Source
#1371 -

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.


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ArenaNet Poster
Target Source
#1372 -

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.


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ArenaNet Poster
Target Source
#1373 -

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.


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ArenaNet Poster
Target Source
#1374 -

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.

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?


avatar
ArenaNet Poster
Target Source
#1376 -

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.


avatar
ArenaNet Poster
Target Source
#1378 -

’’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.


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ArenaNet Poster
Target Source
#1382 -

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.


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ArenaNet Poster
Target Source
#1384 -

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


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ArenaNet Poster
Target Source
#1416 -

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.


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ArenaNet Poster
Target Source
#1417 -

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!


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ArenaNet Poster
Target Source
#1420 -

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?


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ArenaNet Poster
Target Source
#1428 -

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?


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ArenaNet Poster
Target Source
#1439 -

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. After 21 days I’ve pretty much run out of patience!

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 distribution

Great, 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!


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ArenaNet Poster
Target Source
#1454 -

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.


avatar
ArenaNet Poster
Target Source
#1456 -

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. After 21 days I’ve pretty much run out of patience!

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 distribution

Great, 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!


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ArenaNet Poster
Target Source
#1470 -

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.


avatar
ArenaNet Poster
Target Source
#1474 -

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!)


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ArenaNet Poster
Target Source
#1479 -

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.


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ArenaNet Poster
Target Source
#1480 -

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


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ArenaNet Poster
Target Source
#1493 -

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!


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ArenaNet Poster
Target Source
#1494 -

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.


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ArenaNet Poster
Target Source
#1497 -

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.


avatar
ArenaNet Poster
Target Source
#1498 -

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.


avatar
ArenaNet Poster
Target Source
#1499 -

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


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ArenaNet Poster
Target Source
#1505 -

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.


avatar
ArenaNet Poster
Target Source
#1511 -

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


avatar
ArenaNet Poster
Target Source
#1547 -

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.


avatar
ArenaNet Poster
Target Source
#1548 -

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.


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ArenaNet Poster
Target Source
#1556 -

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


avatar
ArenaNet Poster
Target Source
#1568 -

my main ticket concern is this one about my account being hacked that i submitted.
120924-005253

and 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.


avatar
ArenaNet Poster
Target Source
#1569 -

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


avatar
ArenaNet Poster
Target Source
#1583 -

120910-002395 Resolved — We implemented a change just last night that should have corrected this

It is now resolved! Thank you so very much for all of your assistance!

You are very welcome. And thanks so much for updating — it helps to see these notes!


avatar
ArenaNet Poster
Target Source
#1584 -

Update: Friday through Sunday, 4 – 7 October

120922-003995  Resolved with distribution on 3 October
120922-003995 Resolved with distribution on 3 October
120910-002395 Resolved with distribution on 3 October
120926-005208 Resolved
120916-005788 Resolved
120919-000303 Tome of Influence issue; a resolution is under development
120915-001298 Tome of Influence issue; a resolution is under development
120911-004939 Tome of Influence issue; a resolution is under development
120827-006798 Tome of Influence issue; a resolution is under development
121005-003235; duplicate of 120830-006445 Under review by senior agent
120928-003604 Under review by senior agent
120930-003046 Closed. We simply cannot allow the use of an account name that is invalid for Guild Wars 2 account.
120911-003717 Sent an email as a test; please respond if you receive it or post if you do not. In the meantime, we’re investigating your initial issue, as well.


avatar
ArenaNet Poster
Target Source
#1589 -

Thank you very much GaileGray

120916-005788 Resolved

Thank you GaileGray, I appreciate the quick update.

EDIT: 120928-003604 Issue resolved now, thank you.

Sure appreciate these updates. Thanks a bunch!


avatar
ArenaNet Poster
Target Source
#1594 -

Update: Monday through Wednesday, 7 – 10 October

121005-002493 Resolved
121005-002735 Resolved
121005-002735 Resolved
121003-000630 I answered in your ticket
120918-005923 I answered in your ticket
121006-001277; 121006-001219 Under review by a senior agent


avatar
ArenaNet Poster
Target Source
#1597 -

Placed my ticket on the 9th of October as I tried to log in only to find the account I had just bought and paid for a few days prior had been permanently banned! Still have yet to receive an explaination as to what happend and why this action was taken. If the account was hacked, I’m rateful they took steps to stop it, but i’d very much like to know what’s going on and how to resolve this issue ASAP.

Here’s my info below concerning the ticket.

Appeal of Account termination 121010-000361 Updated 10/09/2012

Appeal of Account Termination – Reference #121010-000361 [Incident: 121010-002387]?

I’m sorry, but your ticket is less than 48 hours old, it appears you have created multiple tickets, and you posted hourly on the forums.

Account issues take time to fully research and resolve. Because you’ve been cited for a breach of the UA and RoC, an agent needs to look into this very carefully. Please be patient.


avatar
ArenaNet Poster
Target Source
#1598 -

121003-000630

if you actually read the ticket i said im still having problems and they still closed the support its like speaking to an outsourced call centre in india

basically my 100% is bugged ive been to each area and im still missing 3 hearts and 3 poi’s

I responded to your post about this in the Bugs Forum. I have a suggestion for you that I’d like you to try. It has resolved the problem for other players and I believe it may help you, too. Please do NOT continue to post about this; one post is sufficient. Please respond in that thread in Bugs; I am still actively reviewing this issue for you.


avatar
ArenaNet Poster
Target Source
#1629 -

Update: Friday, 12 October through Tuesday, 16 October

121014-003050 Resolved
120922-003995 Resolved
121011-003044 Resolved
121012-001916  Resolved
121003-002116; 121015-000885 Please update ticket to provide information requested by agent
121005-003376 Please update ticket to provide information requested by agent
121009-001325 Please update ticket to provide information requested by agent
121010-001648; 121011-002003 Please update ticket to provide information requested by agent
121006-001277 Awaiting review by senior agent
121009-002996 Awaiting review by senior agent
121010-000541; 121011-000035 Awaiting review by senior agent
121012-000109  Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121012-001753 Awaiting review by senior agent
121011-000086 Awaiting review by senior agent
121012-001701; 121011-000086 Awaiting review by senior agent
121014-001845 Awaiting review by senior agent; this ticket is just two days old
121007-002799 Account ownership dispute; awaiting review by senior agent
121008-003238 Account ownership dispute; awaiting review by senior agent
121011-000035 Discussing with agent today; I anticipate resolution soon
121004-003039 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121011-003389 Termination upheld after two reviews
121011-000236 Termination upheld after two reviews
121011-000390 Termination upheld after two reviews
121010-000361 Termination upheld after two reviews


avatar
ArenaNet Poster
Target Source
#1635 -

Update: Tuesday, 16 October through Thursday, 18 October

121014-000662 Resolved
121017-000204 Resolved
121004-002047  Account ownership dispute; awaiting review by senior agent


avatar
ArenaNet Poster
Target Source
#1638 -

Update: Friday, 19 October

120921-001242 Resolved
121012-000109 Resolved
121014-001845 Resolved
121009-002996 Agent suggested a remedy for this purchase issue
121003-002116; 121015-000885 Please update ticket to provide requested information
121015-000466 Awaiting review by Technical Support
121012-001753 Awaiting review by senior agent
121016-002257 Awaiting review by agent
121004-002047 You are not the owner of this account; it has been returned to the person who purchased it.
121012-001701; 121011-000086 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121006-001277 Termination upheld after two reviews


avatar
ArenaNet Poster
Target Source
#1665 -

We’ll have updates on several of these issues tomorrow. And of course if you have an update to share — a resolved issue or more info to share — please feel free to post here.

Thanks for your patience!


avatar
ArenaNet Poster
Target Source
#1680 -

Update: Saturday through Tuesday, 19 October through 23 October

121018-000088 Resolved
121011-002278 Received response today
121020-000483 Received response today
121019-000222 Received response yesterday
121017-000321 Final response sent 10/21
121018-002311  Need more information; please update ticket
121020-002032  Need more information; please update ticket
121019-000660 In queue, awaiting review
121019-000881  In queue, awaiting review
121018-000245 In queue, awaiting review
121018-001573 In queue, awaiting review
121018-002905 In queue, awaiting review
121019-001670 In queue, awaiting review
121020-000341 In queue, awaiting review
121020-000350 In queue, awaiting review
121020-000578 In queue, awaiting review
121022-002092 In queue, awaiting review
121018-002082 In queue, awaiting review

Please note that most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.

Please also note that people working for RMT companies — and in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.


avatar
ArenaNet Poster
Target Source
#1696 -

Hello,

In our home, there are five very loyal NCsoft customers. Four switched to Guild Wars 2 and 1 still glued to Aion. We’ve been supporting NCsoft since 2009. We are clean, honest players who do not bot nor dabble in RMT, we do buy NCoins and Gems as support to NCsoft. However, I am disappointed at how NCsoft has rewarded our loyalty and support.

Our family has bought four Guild Wars 2 accounts/games. One was bought physically, three others were bought online because the local retail outlets ran out of stock. My husband and kids could not wait any longer and we had to buy the accounts/games at the bloated price of $75 instead of $58. But supply and demand…

Out of the three accounts bought online, two are active. However on Oct. 14, my daughter’s account(third account that was bought online) has been suspended. No courtesy was paid by sending an email explaining what exactly she was accused of.
—-
Oct. 14, support ticket sent
- complied by providing the serial number, account name(email) and display name.
Oct. 15, escalated to Payment Review by Gabriella, NCsoft account support
- we still don’t know what is wrong with the account, still no explanation to the suspension
Oct.19, here’s what support said
…This Guild Wars 2 game account was closed as a result of a chargeback that was processed by the issuer of the credit or debit card that was used in (a) transaction(s) for this account…
Matt S.
NCsoft Payment Review
Oct. 19, sent screenshots of payments made, Paypal and allcdkey.com, also sent a screenshot of allcdkey.com’s email with the serial number for this particular account.

That was the last we’ve heard from NCsoft support.
—-

We did not ask for a refund/chargeback. My Paypal account still shows that the transaction(s) was completed and there was no reversal, this also was shown on the transaction records of allcdkey.com. $75 did not get credited back to my Paypal account.

My daughter could just sadly watch us – her mom, dad and brother – playing in WvW, dungeons etc. She who did not do anything wrong could not even log in the game. Meanwhile, I can still see groups of ranger bots roaming around and RMT yellers spamming the chat. That’s a huge stinging slap to our faces.

Sure, I could just buy another game. Maybe that’s what this is all about since there are no subscription fees, just terminate random accounts and people who are hooked will buy the game again. But how can I be sure the same thing won’t happen with the new account?

I am hoping that this isn’t the case though. I am hoping for a resolution.
My daughter, she is praying to have her account back.
And the four of us, we are eager to play together in-game once again.

Incident: 121014-000400

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!


avatar
ArenaNet Poster
Target Source
#1698 -

Update — Wednesday, 24 October

121021-001311 Resolved
121020-000624 Resolved
121016-002743  Resolved
121016-002743 Resolved
121020-002032 Received response today
121018-002905 In queue, awaiting review
121019-002985 In queue, awaiting review
121018-000245 In queue, awaiting review
121019-002197 In queue, awaiting review

Notes:

  • Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.

avatar
ArenaNet Poster
Target Source
#1713 -

I Have my account ban for engaging in or assisting with gold or items sales for Real Life Money which i never……. Kindly help…. i didnt break the law and order. I think you guys got the wrong guy……..

ticket no: 121025-000768

I am sure you will be helped, and because this ticket is from today, I will ask that you wait and post only if you still need help after three days. That allows us to focus on those who have been waiting a few days instead of a few hours.

Couple of days and still not solved.

My account banned for gold or items selling and buying. I’m not breaking the rules. I don’t wanna waste my money for nothing. My account is wrongfully banned. 121023-002911

I don’t mean to stand on formality, but please wait for three days.

Incident: 121024-001501
I don’t play in GW2 about three days. After that, I log in game and have a error account. Error code : 45:6:3:2114.
[redacted user name for privacy]
Can anyone help me?Communication is very bad with players. How you can write “someone will contact with you as soon as possible”. It’s possible value minimum 2 days… and i still don’t have answer… I waste my money for nothing? I hope you can help me, supports.

I removed your username to protect your privacy. Please wait for three days before posting here.


avatar
ArenaNet Poster
Target Source
#1714 -

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!

Thank you Gaile Gray for that very swift, helpful and compassionate reply. When I mentioned what you said to my husband and kids at lunch today, you can literally see the bewilderment lift from their faces as they chorused their ’ohhh’s.

Leia.5380, I had the same situation, same account suspension, same message, even from the same handler (Matt S.). Gaile is right, you need to contact your re-seller asap, get your money back and (if you want) buy a new key from a authorized retailer.

I did so, I have a new key that I have linked with my account, now I’m still waiting for support to open my account so I could get back to playing. 8 days and counting since the suspension started… Ticket 121016-002257.

Thank you for your comments. It is comforting to hear about someone who was/is in the same situation and on their way to recovering their account.

With this in mind, I’d like to share my experience to players whose accounts have been suspended for unauthorized (by you) charge-backs/refunds.

The following is a summary of my/our GW2 account suspension saga:
—-
From Oct 14-Oct23
GW2: Suspended
Us: Why? Help please…
GW2 support: Escalating ticket
Us: Why? Help please…
GW2 support: Charge-back
Us: What??? No we didn’t!
GW2 support: ~-.. crickets ..-~

Oct24
Us: Why? We’re innocent. Rant, rant, rant…
Six hours later
Gaile Gray: You didn’t but your retailer may have. Here’s what you can do about it. And here’s what we can do about it.
Us: Ohhhh… ~-.. goes on to contact the retailer ..-~

Much, much better communication wouldn’t you say?
That’s a clinic on how to do customer support.
—-

I have begun communicating about the situation with allcdkey.com
And it has been progressing encouragingly.

It may not be your fault, nor GW2’s. The retailer may even not mean to scam you.
I found out that my retailer has a supplier who is not GW2 directly and therein lies the problem. My retailer is working towards resolving this situation.

I’m positive that my issue will be resolved very soon.
I truly feel ‘supported’ as a customer – first by Gaile Gray and then later on by my retailer.
I am grateful.

Awesome info! I am so glad that your retailer is going to take care of you. I lose sleep at night worrying about folks who buy from the less-honest sellers and never get their money back. But I’m super happy that once someone gets a new code, s/he can get back into the game on the existing account!

I would love for us to be able to give a more informative message. I need to read exactly what it says — but if we’re saying only an accusatory, “You’re a fraudster,” then I feel we should change to say that the key is not valid because (1) you may have been sold a bad/invalid/fraudulently-acquire code or… well… (2) you may have done a bad thing. (I mean, sadly, it does happen.)

Anyway, thanks for your kind words and for your understanding. I hope all of your family enjoys the Halloween event. It is truly splendid!


avatar
ArenaNet Poster
Target Source
#1718 -

Update — Thursday, 25 October

121018-000664 Resolved
121019-000100, 121020-000001 Resolved
121019-001684 We are awaiting more information; please update your ticket
121020-002032 In Appeals Queue, awaiting review
121020-000494 In Appeals Queue, awaiting review
121022-002501 In Appeals Queue, awaiting review
121022-000841, 121022-000907 In Appeals Queue, awaiting review
121020-001238 In Compromised Account queue
121021-001711 In Compromised Account queue
121020-002032 In Compromised Account queue
121018-000460 Under review by Payments Team


avatar
ArenaNet Poster
Target Source
#1720 -

Leadeater.3298:
I submitted a ticket on 10/20 after finding my account was terminated for supposedly assisting in gold sales for real money. Any update on the status of this would be appreciated. 121020-001238
I got the same issue as you. T_T

Same issue.

Edit: Sorry, forgot reference 121024-003346

Please note that this thread is for issues that have not been resolved in 3 days or more. This ticket is less than 24 hours old. I do understand that you are eager for a resolution, but I ask that you please allow the team sufficient time to research the issue and get back to you. Thanks for understanding.


avatar
ArenaNet Poster
Target Source
#1721 -

Thanx for the heads up.

What exactly means “In Appeals Queue, awaiting review”?

In most cases, the appeal queue is where tickets are routed when the serial code is invalid or when the account was involved in disallowed activities. There are a few reasons this may happen:

  • Someone purchased Guild Wars 2 from (an unauthorized) third-party that used a fraudulent credit card to acquire the code.
    • Players learns the serial code is invalid and that he/she needs to seek a refund from the (unauthorized) seller or reseller. The good news in situations like this is that generally, once the player obtains a new serial code, he or she can continue to play on the existing account.
  • Someone used a fraudulent credit card to acquire the code, but is saying he did not do so.
    • They know what they did, but they try to pretend they didn’t, hoping we’ll let them have a free account. (We won’t.)
  • A player’s account was compromised and use for illicit activities such as botting, RMT spam advertisements, etc. The player finds out about this when he or she regains access to the account and finds the account has been blocked for these activities.
    • Once we can verify the facts, we will return access of the account to the owner and will remove the block that was prompted by the account thief’s actions.
  • A RMT worker truly was involved in disallowed activities like botting or selling gold and has gotten caught.
    • They appeal even though they are guilty.

Being in the Appeals Queue doesn’t necessarily mean we’re pointing the finger at someone saying, “You did a bad thing!” What it means is that “This issue needs more research.” When that is the case, specially-trained agents review the incident and make a decision about the next step.


avatar
ArenaNet Poster
Target Source
#1740 -

Is the support team working during weekends?

Yes, the team works 24/7/365. (Some coverage may be a bit light on holidays, but weekends have a significant staff on board.)


avatar
ArenaNet Poster
Target Source
#1741 -

I appreciate the update on 121019-001684, Gaile. Here’s our dilemma: he submitted this ticket through the “ask a question” page without being signed in to a support account, since it was giving him an error when he tried creating one using the e-mail originally associated with his gw2 account. Unless we’re missing something, we can’t find a way to update the ticket now. Should we attempt to create a new ticket while signed into a new support account (using a new e-mail address completely unassociated with his guild wars account) or is there a better way to approach this?

I see that the team asked you for some account verification information on the 19th. If you cannot update the ticket simply by responding to the email that should have been auto-generated, then yes, created a new ticket but be sure to include the first ticket in your message to Support, so they can gather all the info together.


avatar
ArenaNet Poster
Target Source
#1744 -

Update — Friday, 26 October

121017-000323 Resolved
121025-002276 Resolved
120825-026231 and 121025-000056 Resolved
121018-000245 Resolved
121020-000341 Resolved
121018-000245 Resolved
121018-001573 In queue for review
121020-000350 In queue for review
121024-000346  In Appeals Queue, awaiting review
121023-000349 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001252 In Appeals Queue, awaiting review
121019-000660 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-000881  Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-001670 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121018-002905 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002985 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121019-002197 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121020-000578 Final response sent 10/25
121022-002092 Final response sent 10/25


avatar
ArenaNet Poster
Target Source
#1805 -

Update – Saturday through Monday, 26 – 29 October – Part 1

121018-001631 Final response given 10/22
121025-000099 Under review by senior agent
121014-000662 Under review by senior agent
121020-000483 Under review by senior agent
121020-000350 Under review by senior agent
121023-002296  Under review by senior agent
121023-000291 Under review by senior agent
121022-002435 Under review by senior agent
121022-002419, 121025-001807 Fraudulent purchase. Please contact your seller to get a refund so you can purchase a legitimate copy.
121014-000579, 121023-000745 Under review by senior agent


avatar
ArenaNet Poster
Target Source
#1806 -

What does in the queue even mean, there’s no average time for resolving the issues given and there a different types of issues that have come up. I don’t see why they can’t simply revert the bans and then actually compile evidence/information with which to conduct proper bans on the right people.

The update “In queue” is intended to let a player know that the account is still being reviewed. No timeframe is given because each situation is different and the time needed to complete a review varies.

Reverting bans and then developing evidence is not a prudent way to do business. Remember, the evidence already exists, that’s why the account is suspended. The review is intended to give players the benefit of a second look, another check, a gathering of further evidence — if any exists — to help them get back into their account.


avatar
ArenaNet Poster
Target Source
#1807 -

Thank you so much for getting my account back up and running. I was stoked to see that while I did lose everything in my material storage the hacker did not get my gems! Thank you guildies who let me know that they saw my toon hawking gold, if it were not for their quick action I am sure my gems would be gone too!

So glad it worked out. Thanks for letting us know — it helps to see these posts, because then we know you know you’re good to go.


avatar
ArenaNet Poster
Target Source
#1812 -

Updated – Saturday through Monday, 27 – 29 October – Part 2

121022-000841, 121022-000907  Resolved
120918-005162 Resolved
121025-000789 Issue is currently being addressed; awaiting approvel to complete transaction
121021-001711 In Appeals Queue, awaiting review
121027-000347 In Appeals Queue, awaiting review
121025-003179 In Appeals Queue, awaiting review
121024-000499 In Appeals Queue, awaiting review
121018-001631, 121029-000008 In Appeals Queue, awaiting review
121026-000297 In Appeals Queue, awaiting review
121025-002129 In Appeals Queue, awaiting review
121024-003346 In Appeals Queue, awaiting review
121024-001378 In Appeals Queue, awaiting review
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121025-001252 Final response sent 10/29
121020-000799 Awaiting review
121022-002209 Awaiting review
121022-002233 Awaiting review
121020-000350 Awaiting review
121024-001501 Awaiting review
121028-000419 As suggested, we’d appreciate a bug report on this.
120902-015947, 120925-005183 Added to distribution list; should be resolved tomorrow.
121022-002240 Account closed for payment fraud; will not be reinstated.
121026-002028 Account closed for payment fraud; will not be reinstated.
121027-000349 Account closed for payment fraud; will not be reinstated.

For more information, see the Update Thread in this forum.


avatar
ArenaNet Poster
Target Source
#1833 -

Still waiting on my ticket to get answered, been two weeks now and nothing. Getting fed up with Arenanet taking so long to respond.

121016-000454

Is this issue related to Guild Wars or Guild Wars 2? I think your ticket may have been mis-routed.


avatar
ArenaNet Poster
Target Source
#1836 -

Ok, 4 days now from my ticket: 121025-003179

I can’t understand why Anet don’t put top priority in this issue if is obvious a mistake.

So many people banned for the 1 copper spam mail.

Please keep in mind that we are all merely theorizing that this is the issue. We have no solid evidence to support it. Don’t get too carried away now.

No one is being suspended or terminated for a 1 copper mail. If you received such an in-game mail and were suspended or terminated, that is coincidental. We wouldn’t take action on an account based on that single piece of evidence, and in fact it’s really not evidence of wrongdoing, as a player cannot control what mails come into his/her mailbox.


avatar
ArenaNet Poster
Target Source
#1837 -

Hey there! Might I ask why the english forum allows re-asking for tickests after 3 days and in the german one id have to wait 5 days or longer?

May I ask the english support to get a quicker response? Dont want to cause double workload though …

D.

This one has been 5 days, the 4, then 3. I would hazard a guess that it must all correspond to the approximated wait time of tickets being answered. If the wait is 5 days, there are more tickets, and when there are less tickets the wait time goes down.

Fair question, and I apologize for that issue. All players are encouraged to post after three days (previously four, and originally five days.)

I will see if I can venture into those forums and lower that 5 to a 3. Thanks for pointing this out.


avatar
ArenaNet Poster
Target Source
#1841 -

Hi,

I dont have a ticket, since german support refuses(!) to do anything for me anymore.
This is not about beeing unpatient.

If you have contacted Support, you have a support ticket. I don’t know how you can interact with them without a ticket. So please review your emails or your support account on the support.guildwars2.com site and provide that 12-digit number here so I can help you.


avatar
ArenaNet Poster
Target Source
#1842 -

ticket :121026-002028

Account closed for payment fraud; will not be reinstated.

You should be wrong. What fraud, i’m just play in game and get 40 lvl don’t purchase any illegal deals and etc. Can you explain in detail what’s going on. Any history of my illegal operation’s please… i think you understand my feeling that i’m lost my account not on the my fault.

Thank’s for explanation.

You or someone else associated with your credit card filed a charge-back on the credit card used to pay for the game. That means we did not get paid for the game. When that is done, the account is permanently closed.


avatar
ArenaNet Poster
Target Source
#1843 -

[Incident: 121025-001479]

5 Days and still no support.

My ticket isn’t even mentioned in the thread updates with how it’s being handled. What’s going on?

You have had a significant number of responses from the team. And while I understand you are not happy with the answer that they have given, the answer is, in fact, 100% accurate: We do not have the capacity to restore items or characters, nor to “roll back” an account to its pre-compromise state.

We will have this system in the future. From that date, those who are hacked and who qualify for the service will be eligible for the (free) Account Restoration Service. However, with regret, we cannot offer that service now.


avatar
ArenaNet Poster
Target Source
#1853 -

Update – Tuesday, October 30

121027-001356  Resolved
121016-000454 Need more information; please update this ticket. (And we apologize for the delay.)
121026-002028 Sent response today
121026-002979 Sent response today
121030-000854  Sent response today
121019-002985 Sent response today; awaiting review from senior agent
121027-000349 Under review; please continue to discuss with Support
121026-002883 Under review by senior agent
121022-000250 In Appeal Queue; awaiting review
121024-000522 In Appeal Queue; awaiting review
121027-001886 In Appeal Queue; awaiting review
121028-000530 In Appeal Queue; awaiting review
121028-002193 In Appeal Queue; awaiting review
121027-000014 In Appeal Queue; awaiting review
121026-000811 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-001384 Account closed for payment fraud; will not be reinstated.
121027-001488 Account closed for payment fraud; will not be reinstated.
121027-002074 Account closed for payment fraud; will not be reinstated.


avatar
ArenaNet Poster
Target Source
#1901 -

Thanks for the response Gaile. Will they reply on my ticket or will i receive a mail?

They will respond in the ticket, a copy of which will come to you via email.


avatar
ArenaNet Poster
Target Source
#1905 -

Woot Woot !!
My account has been restored
Big thanks to ArenaNet, Gaile Gray,Mexay,Tolunart, Getzzzonked and Zaken.
For the peeps that have the game unlocked.. hope to see ya all in game.
And tha ones who are still waiting, have a little faith… it will all work out.

So Ticket Numer: 121027-001886 can be closed

So glad to hear — thank you so much for your patience!


avatar
ArenaNet Poster
Target Source
#1906 -

I posted that in another threat but will repost here because it concerns quiete some people already. Please read carfully and please let somebody know who can change the current banning of “innocent” players.

There are “many” people having a problem with accouns they unknowingly and without intention purchased at a Reseller that commited credit-card fraud.
Most of us did researches before the purchase so they thought the seller can be trusted.

We did not and didnt mean to commit a fraud. We wanted to save a little money and when I purchased (for example) the website itself didnt sell copies. I dont remember why. But thats why i (we) purchased elsewhere.

We are willing to help to solve the problem.
We are willing to pay again.
We know we didnt do the most intelligent thing.

We just want to continue our game where we left it. Our Story.

If you close our accouts permanently we would have to start over. Many will be not willing to do so. Not because we dont love the game. But because it breaks the immersion. Because it breaks our storyline.

I didnt mean to harm the company in any way. I didnt mean to cause trouble or work.

I want to play my story. In your beautiful game. Even if I did something not so intelligent. Please let me.

Thanks
D. (a player.)

You make a very good point, and I do understand your position. But what do we do about RMTs, who simply apply another fraudulent code and strip off all their ill-gotten goods in the time between the code’s application and the discovery that it is invalid? We really cannot allow that to happen. Also, what about people who get a second fraudulent code — often without them knowing it’s bad — and then have their accounts closed again?

It would be good if we could know the code was good before it was applied, before someone got access. But it can take a bit of time to find out that information, and so giving the option to “add a new code and get right back onto the account” seems to be a risky proposition.

Can you think of alternatives that address player, community, and company needs, with this information in mind?


avatar
ArenaNet Poster
Target Source
#1906 -

Please resolve my incident. I’m waiting for 3 days.

I really want to play this game on weekend. =(

121101-001773

121030-000608

Incident# 121031-000399 Still banned for Botting/Macros still didnt use any of those…still waiting to get my account back that I have barely been able to play[/quote]

These tickets are only 1 day old. Please post again if your issue has not been resolved in 3 days.


avatar
ArenaNet Poster
Target Source
#1911 -

Update – Wednesday and Thursday, October 31 and November 1

121020-000350 Resolved
121024-003346 Resolved
121018-001631, 121029-000008 Resolved
121025-003179 Resolved
121027-001886 Resolved
21022-000528 Resolved
121026-001449 An agent responded on the 26th, but we never heard back. Could you please review the response that we sent you?
121025-001273 In Appeal Queue; awaiting review
121026-003005 In Appeal Queue; awaiting review
121028-000137 In Appeal Queue; awaiting review
121025-000947 Under review as a compromised account; I sent an email this evening to get an update as I do appreciate this has been a long wait!
121027-003455 Under review as a compromised account
121028-001299 Under review as a compromised account
121029-000605 Have asked an agent to review
121023-002139 Have asked an agent to review
121027-002016; 121028-001265; 121031-000937 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy. Please do not create additional tickets but respond to the first one.
121025-001807 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-001488 Account closed for payment fraud; awaiting review
121027-001889 Account closed for payment fraud; awaiting review
121022-002501 Account closed for payment fraud; awaiting review
121027-001447 Account closed for payment fraud; awaiting review
121023-000091 Account closed for payment fraud; awaiting review
121026-003018 Account closed for payment fraud; awaiting review
121026-003093 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121028-003724 Account closed for payment fraud; awaiting review
121026-003012 Account closed for payment fraud; awaiting review
121027-000291; 121020-000483; 121020-000373; 121022-000466 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; you have already been answered four times.
121027-000442 Account closed for payment fraud; will not be reinstated. Do not submit additional tickets; 9 is 8 too many.
121028-001971; 121101-001165; Account closed for payment fraud; awaiting review; Please do not create any more tickets but respond to the first one.


avatar
ArenaNet Poster
Target Source
#2033 -

I don’t want to wait three days before this post

Then why all the questions need to be resolved in three days

If I don’t hurry not to me to solve the problem

121102-000941

121102-001879

Please respect the guidelines in this forum and in our support system:

  • Do not post unless you issue is three days or older.
  • Do not submit multiple tickets.

You will be helped in the proper time.


avatar
ArenaNet Poster
Target Source
#2034 -

thank you anet for helping me get my account back

ticket 121025-000947 can now be closed

Awesome. Thanks for letting us know!


avatar
ArenaNet Poster
Target Source
#2036 -

Update — Friday through Monday, 2 – 5 November

121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-002360, 121102-002944 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-003172; 121102-002765 Resolved (Note: This was delayed because you filed multiple tickets.)
121101-000260, 121031-002997 Resolved. (Note: This was delayed because you filed multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Note: This was delayed because you filed multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758  Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121031-000134 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.

NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.


avatar
ArenaNet Poster
Target Source
#2037 -

Update — Friday through Monday, 2 – 5 November

121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-002360, 121102-002944 Resolved (Note: This was delayed because you filed multiple tickets.)
121031-003172; 121102-002765 Resolved (Note: This was delayed because you filed multiple tickets.)
121101-000260, 121031-002997 Resolved. (Note: This was delayed because you filed multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Note: This was delayed because you filed multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758  Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.

NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.


avatar
ArenaNet Poster
Target Source
#2055 -

Update — Friday through Monday, 2 – 5 November

121031-000134 Resolved
121101-000737 Resolved
121025-001399 Resolved
121028-001299 Resolved
121031-002834 Resolved
121031-002268 Resolved
121031-002163 Resolved
121031-002432 Resolved
121031-003037 Resolved
121031-000399 Resolved
121025-000947 Resolved
121031-002153 Resolved
121031-002834 Resolved
121031-002924 Resolved
121031-002665 Resolved
121030-000301 Resolved
121025-000947 Resolved
121028-001299 Resolved
121027-000347 Resolved
121102-003256, 121104-002166 Resolved (Delayed due to multiple tickets.)
121031-002360, 121102-002944 Resolved (Delayed due to multiple tickets.)
121031-003172; 121102-002765 Resolved (Delayed due to multiple tickets.)
121101-000260, 121031-002997 Resolved. (Delayed due to multiple tickets.)
121031-000139, 121104-000116, 121104-000114 Resolved. (Delayed due to multiple tickets.)
121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.
121026-002578 Account closed due to multiple charge-backs; will not be reinstated.
121102-000941, 121102-001879, 121103-000866 Account closed for gold selling/RMT; will not be reinstated.
121029-001232 Account closed for payment fraud; awaiting review
121026-002883 Account closed for payment fraud; awaiting review
121026-003012, 121104-002769 Account closed for payment fraud; awaiting review
121028-001758  Account closed for payment fraud; awaiting review
121102-000090 Account closed for payment fraud; awaiting review
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000176, 121031-001491 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121102-002329, 121104-000755 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121031-002679, 121103-002333 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121027-000347 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121101-000434 Have requested another review
121030-001048 Have requested another review
121031-000134 Have requested another review
121022-002501 Have requested another review
121027-000014 It appears you purchased a code from outside your region and are unable to register. Support will respond as soon as they are able.

NOTE: When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.


avatar
ArenaNet Poster
Target Source
#2061 -

“121101-002143 Account closed due to a charge-back; will not be reinstated. If the seller is responsible, request a refund.”

Hey Gaile you can send me an email confirming it? The seller need it for make the exchange.

You can pull this information from your ticket, or update your ticket and ask for a final response to send your seller.


avatar
ArenaNet Poster
Target Source
#2063 -

Update – Tuesday, November 6

121105-002670 Resolved, but you’ll serve a suspension for offensive whispers and an unacceptable name.
121102-000774  Resolved
121027-000291 Under review
121031-002268 Under review
121008-003238 Account ownership in dispute. Please continue to discuss with Support.
121102-000090 Account closed for payment fraud; awaiting review
121031-001634 Account closed for payment fraud; awaiting review
121031-000469 Account closed for payment fraud; awaiting review
121030-000078 Account closed for payment fraud; awaiting review
121101-000702 Account closed for payment fraud; awaiting review
121031-000978 Account closed for payment fraud; awaiting review
121030-000854 Account closed for payment fraud; awaiting review
121030-000608 Account closed for payment fraud; awaiting review
121026-002578 Account closed for payment fraud; awaiting review
121030-001699 Account closed for payment fraud; awaiting review
121102-001823 Account closed for payment fraud; awaiting review
121031-001585, 121106-000828 Account closed for payment fraud; awaiting review
121031-002679, 121103-002333 Account closed for payment fraud; awaiting review
121028-001786 Account closed for payment fraud; awaiting review
121101-001296 Account closed for gold selling/RMT; will not be reinstated.
121030-001444 Under review
121029-002397 Under active discussion today


avatar
ArenaNet Poster
Target Source
#2153 -

DONT! do multiple ticket! Jesus … it slows down process for everybody here!

Correct. Thank you!!!


avatar
ArenaNet Poster
Target Source
#2155 -

121102-000090 Account closed for payment fraud; awaiting review

The seller is refusing to work with me on this because of the “awaiting review” in the status update. This was posted a couple of days ago here, but has not updated my support account. Is this the preferred support channel to keep trying to escalate this? Can I get an update on the “awaiting review” or get the account cleared?

If I am reading this in correctly the seller giving you a refund for a fraudulent purchase is completely unrelated to your status on the ticket. If they sold you a bad code they should give you a refund. There is nothing we can do to force this, because they have no relationship with ArenaNet or NCsoft.

Please continue to work with your unauthorized seller to get the refund, and you can discuss the possibility of adding a new code to the account as opposed to starting a new account. Each of these situations is handled on a case-by-case basis.


avatar
ArenaNet Poster
Target Source
#2156 -

My account got banned for gold sale..
How? When I haven’t even been chatting with people?
I think that you have it wrong.. I did not sell anything. So could you please help me get my account back? or atleast tell me what to do. I have been waiting for to long now.

Thanks

If you have been waiting at least 3 full days, post your incident/ticket number here.


avatar
ArenaNet Poster
Target Source
#2158 -

Hi. Guild Wars 2 team.
I have been disappointed. because my account has been blocked.
when i logged in, the message “Your Guild Wars 2 account has been terminated for engaging in or assisting with gold or item sales for real world money, which is a breach of the user agreement and rules of conduct. This action is permanent” is appeared.
but i DO NOT deal with the real-world money!! i just bought the gem through Black lion gate in the game. What happened to my account… I send this situation to the support team about 15 hours ago. but there has Not been the respond until this time….
What should i do….?
ticket
121108-000225
121108-000192
121107-001485

As this thread titles states, this is for tickets that are at least three days old. Also, by submitting three tickets you have substantially slowed the response process. Please wait for assistance on your first ticket.

I’m on Australian time and it’s coming up on 3 days so I’m posting this before I go to bed.
Haven’t heard anything apart from ‘give us your code’.
Really at least just want the reason why so I can get a refund from the retailer if it’s not something trivial, my time is running out on the possibility of a refund.

121108-000060

It hasn’t been 72 hours exactly, but by the time it is, I’d imagine the office would be closed for the weekend, so I’m jumping the gun a little.

121108-000346 is the ticket number. I was transferred to Payment Review team on Wednesday, but haven’t heard anything since. All information is in the ticket, but I am happy to provide more if it helps.

Ticket Number
121108-000720

121108-002163

I have been waiting for 1 day and some hours though, but I need help soon since it’s holiday and I got some free time to play..

Ok, this is getting out of hand. These tickets, and several others in the thread, are only a day or two old. They will not be reviewed at this time. Please give the team time to resolve these and post only if the wait exceeds three full days. If you posted prematurely, you’ll need to post again after my update. Thank you for understanding.


avatar
ArenaNet Poster
Target Source
#2160 -

I bought the game this week, i played only a few hours these days because during the week I dont have much time.
But now the weekend comes, i was so excited to really start to play and surprise surprise. I received the message “Your Guild Wars 2 account has been suspended for an account issue”.
So desappointed =(
I opened the ticket 121109-002219. But as I see here in forum, I will probably not be able to play this weekend write?
The message is not clear about the reason I´m suspended. It´s very frustating.
What is the common reason? Anyone knows? I bought the game from the site and played just fine for a couple of hours during this week.
Thank you for any clarification.
I guess my message doesnt belong here, if it is right, where should i place it?

You should not post in the forums at all at this time. You submitted a ticket: Great! Post in this thread if you still need help after three full days.


avatar
ArenaNet Poster
Target Source
#2163 -

Update – Wednesday through Friday, 7 – 9 November (Part 1)

121106-002448 Resolved
121101-000034 Resolved
121027-000447 Resolved
121028-001758 Sent email to request senior agent review
121029-002397 Apologies for previous message. This account was closed for payment fraud and is awaiting review

More to come!


avatar
ArenaNet Poster
Target Source
#2248 -

Update – Wednesday through Friday, November 7 – 9

121103-000701 Resolved
121105-002200 Resolved
121105-002453 Resolved
121106-000204 Resolved
121106-000468 Resolved
121106-000684 Resolved
121107-000446 Resolved
121107-000540 Resolved
121107-000557, 121107-000196, 121107-000196 Resolved
121107-002316 Resolved
121108-000638 Resolved
121101-001775 Account ownership dispute, investigation is underway
121027-000291 Final response sent 10/26; account will not be reinstated
121102-000090 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121023-002139 Sent response Friday, awaiting your reply now
121028-001786 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121101-000206 Ticket in fraud queue; awaiting review
121101-000769 Ticket in fraud queue; awaiting review
121101-000953 Ticket in fraud queue; awaiting review
121102-001075 Ticket in fraud queue; awaiting review
121103-000852 Ticket in fraud queue; awaiting review
121105-001530 Ticket in fraud queue; awaiting review
121026-003093 Ticket in fraud queue; awaiting review
121030-000689 Ticket in fraud queue; sent response Thursday
121030-001699 Ticket in fraud queue; sent response Thursday
121105-002749 Under additional review
121108-000995 Under additional review
121108-001533 Under additional review
121025-001273, 121101-002527 Under additional review
121025-002761 Under additional review
121026-003005 Under additional review
121027-000014 Updated Friday
121027-000447 Updated Friday; under further review
121027-000536 Updated Wednesday; awaiting further review

Notes:

  • Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.
  • When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.*

avatar
ArenaNet Poster
Target Source
#2252 -

Update — Wednesday through Friday, 7-9 November: Part 2

121101-000034 Resolved
121105-002200 Resolved
121106-002448 Resolved
121106-002475 Resolved
121107-000446 Resolved
121107-000890 Resolved
121107-003046 Resolved
121105-001443 Responded Thursday
121106-002663 Received your response Thursday; issue is awaiting further review
121107-000540 Received your response Thursday; issue is awaiting further review
121105-000621 Received your response Friday; issue is awaiting further review
121107-002036 In appeals queue
121103-000852, 121106-002471  Ticket in fraud queue; awaiting review
121027-001889 Ticket in fraud queue; awaiting review
121029-002397 Ticket in fraud queue; awaiting review
121030-000601 Ticket in fraud queue; awaiting review
121030-003058 Ticket in fraud queue; awaiting review
121031-000469 Ticket in fraud queue; awaiting review
121031-000585 Ticket in fraud queue; awaiting review
121031-000665 Ticket in fraud queue; awaiting review
121104-000820, 121107-000088 Ticket in fraud queue; awaiting review
121105-002756 Compromised account; awaiting review
121105-002749 Under additional review
121104-001163  Under additional review
121106-002477 Under additional review
121106-002590 Under additional review
121106-002884 Under additional review
121106-001081 Account closed; will not be reinstated
121106-001504 Account closed; will not be reinstated

Notes:

  • Most of those awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take a bit of time, because in many cases the account was compromised and used for botting or other disallowed activities. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that people working for RMT companies — who are in extreme breach of the User Agreement and the Rules of Conduct — sometimes submit appeals. We will not reinstate accounts found to be involved in these breaches. If something is listed as “final response” it will not be reviewed again.
  • When you submit duplicate tickets, you slow down the process for you and for everyone else. Please submit only ONE ticket, and if you need to provide additional information, or if you want to get an update, then update that existing ticket. Thank you.*

avatar
ArenaNet Poster
Target Source
#2253 -

Gaile, I just got a response on my ticket saying my code was obtained fraudulently. This while it was directly purchased off your site. They say the buyer used stolen credentials ? My “buyer” would like to contact you guys, preferably through phone to set things straight. Is there any option for him to get in contact within a regular time frame because tickets don’t seem to be a reasonable tool to have a decent conversation. Please let me know,

PS : Asking for elaboration got me a copy-paste message from the same GM. Where on earth is the service ?
Airi

I am confused: Are you saying you purchased directly from us? Or did you purchase from someone who claims to have purchased from our website? If the latter, then it appears whomever originally purchased the code either used a stolen credit card or he issued a charge-back, both of which would invalidate your game code. Alternately, some third parties send out completely bogus codes and they, also, must be rejected.

Ask yourself this: What did you pay for Guild Wars 2? What is the cost from the website? If you paid below the cost on the website, then how in the world did the reseller buy the code legitimately and sell it to you for less than he paid? If you paid the retail price, there still is something wrong with the code that the seller sent you.

We come across these situations all the time, and this is a classic case of fraud. If the situation I’ve described is the one in which you find yourself, your “seller” doesn’t need to speak with our team; your seller needs to give you a complete refund so you can purchase the game directly.

If you purchased directly from us, then please update your ticket to ask for another review.


avatar
ArenaNet Poster
Target Source
#2254 -

121026-003005 Under additional review
And what on earth does that means ? So far i spent more time here on the support waiting to get answeres then ingame. Coud i have atleast a slight clue what are u reviewing for 16 days now ?

Fair question. In your case, the serial code is fraudulent. Where did you purchase the game?


avatar
ArenaNet Poster
Target Source
#2257 -

121109-002852.
I still don´t know why I got suspended account. WTH is that account issue? For kitten. Whats the problem with that company. Let your clients here to talk of your problem all in same topic. If you open another, the moderator have time to move you to here but no one can talk what happen with my account. Thats insane! Im starting become a mad my patience gone. I want any information, any update, anything. And I think no one from support look this topic. ArenaNet have only 58 complaints… only here have more than 9000 in last 3 days. And the ppl who don´t speak english? its so much more than we can imagine. Its not right what Anet doing with us. Why the Hell I was suspended? No one know, no one talk with me. Just the moderator PM me telling he moved my other topics. PUFF! Its time to use that BBB and see what happen.
http://www.bbb.org/western-washington/business-reviews/computer-software-publishers-and-developers/arenanet-in-bellevue-wa-22017235

As you were told, the code that someone sold you is fraudulent. You need to contact the seller and get your money back so you can acquire a legitimate code.


avatar
ArenaNet Poster
Target Source
#2260 -

Hey Gaile! Sorry for offtopic, but if you look in the other threats you will see that many complain they bought on the official site themselves(!) and got banned because of fraudlent code. There seems to be an error in the charging system maybe(?).

Feel free to delete this post after reading ^^

There are a few things that could be going on here:

  1. Someone purchased from our official site but used a fraudulent credit card.
  2. Someone purchased from our official site and then did a charge-back or sought a refund. Accounts are closed once the charge-back or refund is fulfilled. Sometimes people post “part of the story” but neglect to give this very relevant bit of info.
  3. The bank that is operating the credit card has flagged this as fraud within their own system, thereby putting a stop on the funds getting to us. This is particularly frustrating because both the buyer and the seller cannot control this middle-man issue.
  4. Most commonly, someone purchases from someone else who purchased from the official site. The code is disabled when that third-party seller is found to have used a fraudulent CC, or when the seller does a charge-back or obtains a refund.

I am not discounting the possibility that there is some sort of issue within the system, but the system processes thousands upon thousands of transactions a day. If there was a purchase problem, I believe we would see more than the occasional forum post, and Support would see a flood of tickets. Neither is the case. Therefore, I believe that this issue is related to one of the causes above.


avatar
ArenaNet Poster
Target Source
#2263 -

This code was directly bought from your site by my bf , we started playing this game together and I have the confirmation email and everything if needed. He did not use a stolen credit card or file a chargeback. In fact everything was purchased legally and at the same time. I really don’t think you’ll be “stealing a credit card” in the Navy. I’d very much like to know how ArenaNet figures out that a creditcard is “stolen” no reports about it have been made whatsoever because the card was never stolen , it’s his own card..

What he payed for the account is price stated on your website because it was directly purchased from there. To be exact the email says $59.99. Not more, not less. This case can in no way be a fraud unless your own site is “fraudulent”. My “seller” is your website. I’ll update my ticket with additional information. But when I asked for elaboration on the case the GM Copy-pasted his last message. I very much hope the response will actually be read.

That’s very valuable information to have, and thank you for those details. The only thing I can think of is maybe there is some issue between the bank and our system that caused this. Thank you for your continued patience — I know this is frustrating, particularly since you did not commit fraud.

I should note that when I write “fraud” in my line items, I don’t mean “You are a fraudster!” I mean that there is a mark of fraud somewhere in the system: us, the bank, a third-party — the issue is flagged as fraud but we’re not making accusations, just getting the issue to the proper team for review.


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ArenaNet Poster
Target Source
#2394 -

Hello
my guild wars account has banned for 25 days now as I was hacked and ‘permanently terminated for engaging or assisting in real world trading’ I have received emails that my account was logged on in China and North america, and since I live in Australia, this is not me. Could someone please help me as i don’t want to buy the game again and I really enjoyed playing it

My ticket —-001:000643:01120-—

Sorry, this is not a valid ticket number. Could you please repost the correct number?


avatar
ArenaNet Poster
Target Source
#2399 -

Gaile, I just got a response on my ticket saying my code was obtained fraudulently. This while it was directly purchased off your site. They say the buyer used stolen credentials ? My “buyer” would like to contact you guys, preferably through phone to set things straight. Is there any option for him to get in contact within a regular time frame because tickets don’t seem to be a reasonable tool to have a decent conversation. Please let me know,

PS : Asking for elaboration got me a copy-paste message from the same GM. Where on earth is the service ?
Airi

Oddly, I just sent an email to the team asking why our players were getting this message when they purchase from us. Some people are cheated by third-party sellers. Some players do use a fake/fraudulent CC to purchase from us. But the message that some people are getting is sort of mixed up.

I’m sorry for the confusion — for you and for others who got that message — and I’m working on getting things more clearly expressed for everyone.


avatar
ArenaNet Poster
Target Source
#2401 -

Update: Saturday through Monday – November 10 – 12 2012

121111-000376 Resolved
121111-000197 Resolved
121110-002820 Resolved
121110-002795 Resolved
121110-002679 Resolved
121110-002031 Resolved
121110-001949 Resolved
121110-001810 Resolved
121110-000711 Resolved
121110-000597, 121110-001459 Resolved
121110-000574 Resolved
121110 000711 Resolved
121109-002621, 121109-000294 Resolved
121109-001935 Resolved
121109-001925 Resolved
121109-001904 Resolved
121109-001818 Resolved
121109-001390 Resolved
121109-001254 Resolved
121109-000673 Resolved
121109-000580 Resolved
121109-000533 Resolved
121109-000492 Resolved
121109-000304  Resolved
121109-000269 Resolved
121108-002602 Resolved
121108-000995; 121108-000995 Resolved
121107-003043 Resolved
121107-002491 Resolved
121107-002316 Resolved
121107-000620, 121107-001481 Resolved
121107-000446 Resolved
121106-000684 Resolved
121106-000468 Resolved
121106-000204 Resolved
121105-002200 Resolved
121102-000090 Resolved
121030-001688 Resolved
121027-000014 Resolved
121030-000601 Resolved; you may add your new code
121106-002590 Should be able to add a new code soon.
121107-001485 Should be resolved very soon.
121106-002554 Please update your ticket after you obtain a secure email provider. The team has not heard from you since 6 Nov
121109-000310 Please check your ticket; you received an answer yesterday
121105-002749 In appeals queue
121026-003093 Fraudulent purchase; under review
121027-000536 Fraudulent purchase; under review
121103-000852 Fraudulent purchase; under review
121027-001889 Fraudulent purchase; code disabled
121028-001786 Fraudulent purchase; code disabled
121030-000689 Fraudulent purchase; code disabled
121030-001699 Fraudulent purchase; code disabled
121031-001634 Fraudulent purchase; code disabled
121101-000206 Fraudulent purchase; code disabled
121101-000769 Fraudulent purchase; code disabled
121109-001357, 121109-000710, 121109-000692, 121109-001207, 121109-000883 Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121027-000291 (and 7 other tickets) Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost.
121110-002674 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121109-002884 Flagged for fraud, but under review
121026-003005  Flagged for fraud, but under review
121108-000965 Botting. Will not be reinstated. Please do not submit further tickets or repost.
121109-000274 Botting; will not be reinstated
121108-001076, 121109-000601 Botting; will not be reinstated
121109-001016 Botting; will not be reinstated
121110-000383 Botting; will not be reinstated
121108-002146 Botting, under review
121110-000184 Botting, under review
121110-000847 Botting, under review
121109-001736 Appears to have charge-backs; under review
121105-000282 Ticket was closed in error; I reopened it to ask that you get the help you need.
121109-002852 Under review; thanks for contacting PayPal – that should help!
121030-000078 Under review; thank you for the updated information
121101-000953 Under review; thank you for the updated information
121108-001176 Under review; thank you for the updated information
121109-000411 Under review; thank you for the updated information
121109-000532 Under review; thank you for the updated information
121111-002238 Under review; thank you for the updated information
121023-002139 Under review due to updated request
121025-001273, 121101-002527 Under review due to updated request
121102-001075 Under review due to updated request
121025-002761 Under review
121107-002636 Under review
121108-000481 Under review
121108-000720 Under review
121108-001287 Under review
121108-002932 Under review
121109-001543 Under review
121110-000139 Under review
121110-002647 Under review
121110-002727 Under review
121111-000201 Under review
121023-001540 Under review


avatar
ArenaNet Poster
Target Source
#2401 -

Folks — This thread is quite lengthy, and I’m finding when I have an opportunity to do a review, I’m sometimes looking at issues that are fully resolved or have had updates that the player received after s/he asked for help in this thread.

I need to find a way to do these reviews more efficiently, to allow me to help those of you in this thread but also attend to other posts, too, and to attend to my other responsibilities (which extend well beyond the forums). Therefore, I’m going to set my post immediately above as a marker.

If your issue is not on the list above, if the issue is still current, and if it is at least three (3) days old, please re-post briefly here.

I don’t need a lot of details in your post, but I do need to know that the issue is still current and that you haven’t had an final answer from Support.


avatar
ArenaNet Poster
Target Source
#2402 -

Not sure what the protocol is when a topic moves from one subforum to another, but I’m just going to go ahead and repost my ticket number.

121108-000346

I have to tell you, that move of “my” thread from Account Support to Technical Support threw me for a loop! I got it moved back, as you can see, but I was a bit concerned when it disappeared right out from under me.


avatar
ArenaNet Poster
Target Source
#2410 -

121108-000346

Only posting it again because you said you were using your last update as a mark and my ticket number was posted before that post. Sorry if this is unnecessary.

This is precisely correct and thank you. If I have a marker (in my big ol’ post just above) then I know the ones below are more current then going back pages on the forum posts. Thanks for understanding.


avatar
ArenaNet Poster
Target Source
#2456 -

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!


avatar
ArenaNet Poster
Target Source
#2501 -

Hello Gaile,

Still no answer today … :/

If I update my ticket, Will I be put in the last on the queue ?

Here’s the statut of my ticket in your last update :

121103-000852 Fraudulent purchase; under review

If it’s “under review”, Why I don’t have any answers yet ? :/

If updating your ticket moves you to the back of the queue, that is completely stupid. They should just review everyone’s ticket by this section of the number -000852, but they obviously don’t cause my number is like 139 and its going on a week I’ve been banned, and the only thing I’ve been told is “escalated for further review” whatever that is suppose to mean, why couldn’t they just take care of it when they looked at it the first time. I’m probably gonna miss The Lost Shore because of their flawed banning system, I also wouldn’t be surprised if they removed this post. And if I sound angry, sorry it’s not toward you.

Updating does not move you back to the end of the queue, have no fear! BUt please remember to always give me your 12-digit incident number so I can help.


avatar
ArenaNet Poster
Target Source
#2501 -

Update: Wednesday and Thursday, November 14 & 15

121030-000078 Resolved
121105-002749 Resolved
121106-002921, 121113-001761 Resolved
121106-003136, 121111-001909 Resolved
121107-001485 Resolved
121108-002387 Resolved
121109-000618, 121109-001276 Resolved
121110-000139 Resolved
121110-000383 Resolved
121110-002029 Resolved
121110-002355 Resolved
121110-002535 Resolved
121110-002927 Resolved
121110-003034 Resolved
121110-003112 Resolved
121110-003125 Resolved
121111-000222 Resolved
121111-000266 Resolved
121111-000674 Resolved
121111-001561 Resolved
121111-003008 Resolved
121112-000627 Resolved
121112-002293 Resolved
121111-002836 Resolved; could you let me know if you cannot access your account?
121110-002727 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121114-000668 RMT; will not be reinstated
121110-000847 RMT; will not be reinstated. Please do not submit additional tickets.
121107-002636 Under review
121108-000346 Under review
121108-002694 Under review
121109-000954 Under review
121109-001805 Under review
121109-002076 Under review
121111-001023 Under review
121111-002238 Under review
121111-002801 Under review
121112-000042 Under review
121112-000152 Under review
121112-000568 Under review
121112-003153 Under review
121113-000159 Under review
121113-003557  Under review
121108-002427 Under review; I am writing for direct assistance
121028-001758 Under review; I specificially asked for another review
121111-001892 Under review; request received
121108-000371 Under review; thanks for that additional info
121108-002434 Account closed; refund processed
121109-002884 Account closed; refund processed
121110-002751 Account closed; refund processed
121111-002647 Account closed; refund processed
121108-001076 Botting; will not be reinstated
121110-002302 Botting; will not be reinstated
121111-000203 Botting; will not be reinstated
121107-002636 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121109-001805 Charge-backs resulted in closure of account. If you did not charge back this purchase, contact your seller and get a refund.
121009-003053 Charge-backs resulted in refunds and closure of account.
121113-000354 Compromised account; under review
121108-000060 Fraudulent code. Please contact your seller to get a refund so you can purchase a legitimate copy.
121010-002397  Fraudulent purchase; account released
121103-000852  Fraudulent purchase; account released
121031-000469 Refunded and released, if you wish to purchase a new code


avatar
ArenaNet Poster
Target Source
#2578 -

121026-001449

Still no help after countless posts here, as said Gaile, I can’t access the answer you gave me, didn’t receive it via mail and I have issues with creating a Support Account.

Here’s what I see in the ticket — let me know later if this does not work for you:

I see that the last time you have logged in to your Guild Wars account and spoke with Kimmes the Historian was a while ago. Please log in to the game and speak with (living) Kimmes the Historian and check out your monuments. Then log in to Guild Wars 2 and speak with (ghost) Kimmes the Historian and see if he’s got your items for you. If you still don’t have them please let us know so that we may look further in to the issue.


avatar
ArenaNet Poster
Target Source
#2579 -

Update — Friday through Monday, 15 – 19 November

121106-001007  Resolved
121108-002932 Resolved
121109-000618 Resolved
121109-000618 Resolved
121110-002302 Resolved
121111-000203 Resolved
121111-001050 Resolved
121111-002801  Resolved
121112-000042 Resolved
121112-000075 Resolved
121112-002837 Resolved
121112-002964 Resolved
121112-003153 Resolved
121112-003213 Resolved
121113-000110 Resolved
121113-000159 Resolved
121113-000354  Resolved
121113-001461 Resolved
121113-002936 Resolved
121114-002488 Resolved
121115-004025 Resolved
121116-001629 Resolved
121118-004435; 121113-000354 Resolved
121111-001023 Resolved; the team will help you with your purchase issue.
121113-003557 Sent to team for review
121028-001758 Under review
121030-001705 Under review
121107-002636 Under review
121108-000873 Under review
121108-001042 Under review
121109-002852 Under review
121112-000568   Under review
121112-003250 Under review
121113-002345 Under review
121113-002482 Under review
121113-003627  Under review
121113-003712 Under review
121114-000360 Under review
121114-000710 Under review
121114-001555 Under review
121114-002734; 121119-003718 Under review
121114-002750 Under review
121114-002786 Under review
121115-000386 Under review
121115-000565 Under review
121116-000437 Under review
121115-001408 Under review; I added notes to the ticket
121107-001485, 121116-000533 Account closed (potential fraud issues) and refunded
121108-002427 Account closed (potential fraud issues) and refunded
121109-000532 Account closed (potential fraud issues) and refunded
121111-001892 Account closed (potential fraud issues) and refunded
121115-000111 Account closed (potential fraud issues) and refunded
121110-000847 Account closed and refunded; you may add a new code
121110-000763 Botting; will not be reinstated
121110-002383 Botting; will not be reinstated
121115-000034 Botting; will not be reinstated
121108-000346 Fraudulent code. Please contact your seller to get a refund.
121108-000371 Fraudulent code. Please contact your seller to get a refund.
121109-000954 Fraudulent code. Please contact your seller to get a refund.
121109-001805 Fraudulent code. Please contact your seller to get a refund.
121109-002076 Fraudulent code. Please contact your seller to get a refund.
121112-001682 In appeal queue
121111-002238 In queue for refund
121112-000152 In queue for refund
121026-001449 Posted today; let me know if that helps
121112-000714 Requested expedited review; this is a very complicated issue and I’m sorry for the time it is taking
121026-003005 Requesting another review
121113-000059 Please update your ticket; the information you provided is not accurate. Please do not post multiple times in this forum, and keep all personal information off the forums. Thank you.

If you are on today’s list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.


avatar
ArenaNet Poster
Target Source
#2580 -

Nearing the mark of 2 weeks banned. Still no solution or refund made. Ticket : 121108-002427 Will you guys really force me to do a chargeback?

I understand your questions. I encourage you to continue to discuss this with Support. You have been given a refund, so you have the money in hand. Perhaps there is a way for them to allow you to rejoin the game.


avatar
ArenaNet Poster
Target Source
#2595 -

Incident: 121102-001075
(Account: Mikipedia.4732)

My brother’s account was released and he send a new serial code for reactivate it but after 3 days again nothing. He can’t play from 21 days.
Thanks in advance.

Zack, I looked at the ticket. Has your brother tried accessing the account through the Account Management page and adding the new serial code? He may not need to have Support do that; he may be able to do that himself.

Please update if that works. Thanks.


avatar
ArenaNet Poster
Target Source
#2601 -

Update: Tuesday, 20 November

121109-000954 Resolved
121109-002076 Resolved
121112-001682 Resolved
121112-003153 Resolved
121112-000042 Resolved
121028-001758 Resolved – finally! Sorry for the delays!
121109-001805 Resolved — you may add a new code if you wish
121108-002427 The charge authorization failed. You will need to create a new account.
121111-002238 The charge authorization failed. You will need to create a new account.
121108-000346 The charge authorization failed. You will need to create a new account.
121111-001892 The charge authorization failed. You will need to create a new account.
121114-000360 Under review
121116-000437 Under review
121107-002636 We are not able to reinstate accounts involved in any sort of charge-back.
121114-002734 I followed up on this today
121113-003557 I followed up on this today
121112-000568 I followed up on this today
121026-003005 I responded in your ticket

I hope to have more tomorrow!


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ArenaNet Poster
Target Source
#2614 -

My friend ask me to post this.

By karrak.3597

Hi Gaile.
Im here again to ask again any up date on support. It more than 6 days without news, how its going on! I wanna play and support don´t give me a feedback! My ticket number are 121109-002852. And please. Check the payment with paypal… Im not with the money… the payment was sent to NCSoft at 09/10!!! please… check this and let me play again!

Thank you and good job!

This issue involves a charge-back and the account is closed and will not be reinstated. We did not receive the money. The subject is closed (and I’m sorry, but that’s the way it must be).


avatar
ArenaNet Poster
Target Source
#2659 -

i’m posting this for my friend who got his account suspended and we do not know what happened. we already put up a ticket, please fix this.
the account name is:
yotsuba pat.4619

reference number: #121124-000543

This post, as the subject says, is for tickets that are 3 days old or older. The post was made instantly upon submittal of a ticket. Please post on or after November 27 for assistance, if it is still needed at that time.


avatar
ArenaNet Poster
Target Source
#2661 -

My account was banned for fraud payment. My friend contact
with support and they said I can update my account with a new serial code… I bought it and tried but I’ve got error with Invalid Region so tried to contact with Support to get info if they can do something with this, but instead any answer my tickets are automaticly marked as “duplicate” and they dont answer.
My ticket numbers are:
121123-001260
121121-002439
and now tried a new one:
121126-000755
Why its happening ? Why support dont want to help ? :/

Edit:
New ticket is also marked as duplicate… -.-’

Yes, the new tickets are marked as duplicates. Please do not file multiple tickets. You slow down the process of getting you help. Please only update your first ticket.


avatar
ArenaNet Poster
Target Source
#2662 -

Original: 121102-000090
Reopen: 121121-001210

24 days since initial request for support, 5 days after opening a new case because the original problem was closed. Can I get this looked at soon?

You can reopen the first ticket by responding to it. Please do so and close the second ticket yourself, to avoid delaying your response.


avatar
ArenaNet Poster
Target Source
#2663 -

Took me around 5 days to get my account back after being wrongfully banned for botting.

There are previous posts in this thread that taught me to provide as much details as possible in the ticket (eg. account name, character name, last 4 digit of credit card, serial code etc.) , hence reducing the time taken for them to investigate your account. Do check back the older posts to learn more.

Hang in there guys.

Glad you’re ok now. And thanks for this helpful post. Please note that the things you can provide to expedite your ticket are included in the How to Submit a Ticket – Account Issues thread.


avatar
ArenaNet Poster
Target Source
#2664 -

Update: Wednesday through Monday — 21 through 26 November

121111-002402 Resolved
121112-000568 Resolved
121116-000437 Resolved
121117-000650 Account closed (potential fraud issues) and was not charged.
121118-003213  Both accounts were refunded. You will need to create a new account.
121109-002852 Charge-back; will not be reinstated.
121102-000090, 121121-001210 Fraudulent code. Please contact your seller to get a refund.
121121-000735 Fraudulent code. Please contact your seller to get a refund.
121121-001724 Fraudulent code. Please contact your seller to get a refund.
121113-003712 I followed up on this today
121114-000212 I followed up on this today
121114-001375 I followed up on this today
121114-003259 I followed up on this today
121115-000565 I followed up on this today
121115-003771 I followed up on this today
121116-000813 I followed up on this today
121116-002285, 121118-002383 I followed up on this today
121117-003370 I followed up on this today
121118-002786 I followed up on this today
121121-001210 I followed up on this today
121111-001799 RMT — will not be reinstated. Please do not post again or submit other tickets.
121120-001290 RMT — will not be reinstated. Please do not post again or submit other tickets.
121116-000968; 121120-001414  RMT — will not be reinstated. Please do not post again or submit other tickets.
121116-003126 RMT — will not be reinstated. Please do not post again or submit other tickets.
121115-002154 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121119-001647 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121120-002237, 121123-001123 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-000300 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-000642 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-002141 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-002365 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121028-001758 Under review
121109-001736 Under review
121110-000763 Under review
121115-001408 Under review
121116-000556, 121117-000053 Under review
121120-000633 Under review
121120-001710 Under review
121121-002792 Under review
121122-000273 Under review
120917-005761 Updated today

For those issues still under review, please do not post again until Wednesday, to allow the team to answer your tickets. Thank you.


avatar
ArenaNet Poster
Target Source
#2673 -

Hey thanks for getting me an answer Gaile!

121121-000642 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.

I thought that it might be the case. Before I go and create a new account. Just wondering if there is any way at all to keep my character? if not it’s no biggie but it would be nice. Also if I create a new account, will I be able to use the same email address as before and use my (Burto.9803) name? or will this not be possible?

Thanks for getting this sorted out at least.

Burto

Glad to help. I wish I could answer the question about continued play on the account (with a valid code, of course). But each situation is different and I think it would be good for you to update your ticket and ask if they can release your account and allow you to add a new, valid code to it, or if you will need to start a new account. It’s not a simple situation, so it’s best to get the word directly from the team. Thanks!


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ArenaNet Poster
Target Source
#2674 -

Hi Gaile/Team,

Account has been suspended, similar with my friend who has the same fraudulent retailer. His account was reactivated by buying new game keys, so I bought new game keys from the website, linked it then submitted a ticket of reactivating the account.

As of today, my account was still suspended. [Incident: 121125-000598]

I appreciate your actions regarding on this issue. Thank you in advance.

This is only a day old, and the team will probably reply in the next two days. If not, please post in this thread and I’ll look into the matter. Thanks for understanding.


avatar
ArenaNet Poster
Target Source
#2686 -

Update: Tuesday, 27 November

121113-003712 Resolved
121123-001923 Resolved
121102-000090 Account released 11/8; you may add a new, valid code to rejoin the game
121114-000212 Account released; you may add a new, valid code to rejoin the game
121114-001375 Account released; you may add a new, valid code to rejoin the game
121121-000642 Account released; you may add a new, valid code to rejoin the game
121102-000090 Account released; you may add a new, valid code to rejoin the game
121119-003748 I followed up on this today
121125-000598 I followed up on this today
121028-001758 I followed up on this today
121115-002569 I followed up on this today
121118-001985 I followed up on this today
121022-002506 I followed up on this today
121111-001040 I followed up on this today
121119-002879 I followed up on this today; the answers you got weren’t right and I’m sorry
Crevox.5804 Please provide you ticket number
121123-000247 Please follow up in your ticket, which was updated today
121118-002383 Purchase was rejected and you were not charged. Update ticket if you believe otherwise.
121119-002764 RMT — will not be reinstated. Please do not post again or submit other tickets.
121118-000671 RMT — will not be reinstated. Please do not post again or submit other tickets.
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121121-002439 The team has the new info on your original ticket, they will reply as soon as they can
121122-000034 There was a charge-back on this account; as a result it was closed
121123-000829 Under review
121115-001408 Under review
121122-001534 Under review


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ArenaNet Poster
Target Source
#2701 -

Update: Tuesday, 27 November

121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.

Thanks for following up on this, but maybe you can elaborate.

- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?

- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.

The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?

Regards.

Sure, I can explain. You purchased the game, and on trust, you were allowed to create an account and play while the credit card was being processed. However, somewhere in the process, a question arose about the credit card and they order was voided. (The question could be the validity of the card, a mismatch between the card information and the billing address, any number of things that are given a blanket “fraud alert.”)

The important thing: You were never charged for the game. If you check your CC records, you may have seen an “authorization” at the time you purchased, but that authorization request was removed and again, you did not pay for the game.


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ArenaNet Poster
Target Source
#2702 -

@Gaile: I just had been able to log in first time since our “romance” started. Thanks for all those matches and candles you used to get those guy and girls working.
I think im finally donw now. 1 Month exactly

I will remember our candlelit dinners with fondness.

I think you’re aware, but this is finally resolved, and I am very, very sorry for the delay. Add a new code and you’re good to go!


avatar
ArenaNet Poster
Target Source
#2704 -

Updated: Wednesday, 28 November

121119-002879 Resolved
121102-000090 Resolved
121028-001758 Resolved
 121125-000598 Account released; you may add a new, valid code to rejoin the game
121022-002506 Account released; you may add a new, valid code to rejoin the game
121121-000642 Account released; you may add a new, valid code to rejoin the game
121111-001040; 121029-002804 Fraudulent code. Please contact your seller to get a refund.
121121-002141 I followed up on this today
121118-002383 I followed up on this today
121116-001629 I followed up on this today
121121-002828 I followed up on this today
121121-002294 I followed up on this today
121118-001985 It appears you left the guild, and were its only member. If you are still having issues with creating a new guild, please update your ticket.
121119-003748 Senior agent reviewed last night and believes he has a solution; will contact you today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121114-000710 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121116-001561 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121118-002786 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121115-002366 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.
121124-001746 Under review
121127-000236 Under review (but please note this ticket is not three days old)
121022-002506; 121123-001260, 121121-002439, 121126-000755 You should be able to add the code; if you still need help, please update the ticket. (Please note: Submitting many tickets slows the process of resolving issues)


avatar
ArenaNet Poster
Target Source
#2707 -

Update: Tuesday, 27 November

121115-002569 I followed up on this today
121115-002569 The charge authorization failed. You were not charged and will need to create a new account and add a valid code to play.

Thanks for following up on this, but maybe you can elaborate.

- “Charge authorization failed”: I didn’t think there was a monthly fee with this game. That is why I started playing it. When I signed up, I don’t recall being asked for a credit card. So what was being “charge[d]”?

- “Add a valid code to play”: I was playing, hence that should mean the code was valid. But now is not for some reason that isn’t clear to me.

The bottom line: I paid $60 for a game and now I am being told I can’t use it; that if I want to continue to play the game, I have to spend another $60. No way—that is a scam. So who is it that is trying to screw me over and steal my money: Anet or the place I bought the game?

Regards.

Sure, I can explain. You purchased the game, and on trust, you were allowed to create an account and play while the credit card was being processed. However, somewhere in the process, a question arose about the credit card and they order was voided. (The question could be the validity of the card, a mismatch between the card information and the billing address, any number of things that are given a blanket “fraud alert.”)

The important thing: You were never charged for the game. If you check your CC records, you may have seen an “authorization” at the time you purchased, but that authorization request was removed and again, you did not pay for the game.

Gaile – While I appreciate your response, we are apparently talking past one another.

I bought the game in a store. The store charged me for the game. Unless that store gave you my credit card—which I am pretty sure they can’t—then what credit card do you have to verify? At no point in the process of regestering my account was I asked to enter a credit card. Thus, I was charged for the game by the store I bought the game at. I have the receipt and bank statement to prove it.

That is why I keep saying “I already paid $60 the game” and I am not paying another $60 just because your company deemed my purchase fraudulent from a store who has already charged me for the game.

So what you seem to be telling me is that the store screwed me over by selling me a game with a fraudulent serial and I need to raise hell with them. Is that what you are telling me?

Regards.

Oh dang, I totally misread this, and I appreciate your giving me this detailed information. I had, as you surmised, assumed this was a purchase from buy.guildwars2.com. Instead, it’s a purchase from a retailer. What the notes indicate is that the code was invalid. This is not uncommon, I’m sorry to say, with non-authorized vendors. Some are great, but some are buying using fraudulent credit cards, re-selling the codes, and when the code is disabled (because their payment is voided due to fraud) then the customer is left with an invalid code.

If you purchase from a third-party, unauthorized vendor then yes, you should definitely pursue a refund so that you can purchase a legitimate code. I’ve found that many vendors will give a refund, although a certain number require persistence to do so. Others, sadly, are “charge and run” and won’t do so. I wish you the best of luck in getting this sorted, and hope you’re back in the game very soon!


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ArenaNet Poster
Target Source
#2755 -

Okay this is serious i bought the game and have not even seen what it looks like but the loading template, never had a experience like this buy a game and 2 to 3 days and no play. Was i just robbed of my money, i don’t think i’ll ever buy a downloadable game again. No ones wants to refund the money i’m so irritated right now, how you guys sell a defective download… I need answers and soon i dont think i can wait 2 to 3 days i’ll put this in my blog or go to the press or something but i want a refund ASAP.

Please contact Support and they will close the account and issue you a refund IF you purchased the game from us. If you did not, please contact your seller for a refund.


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ArenaNet Poster
Target Source
#2757 -

My freind has not been able to login for over three days and needs a password reset.
His ticket is Incident: [121127-001984] His username is ShinigamiYaiba and what is the status on his ticket so I can inform him?

My friends ticket number is 121127-001984. He has not able to login over three days and needs need a password reset. username is ShinigamiYaiba.6792. Really would appreciate the help. Thanks.

Your friend has asked for a password reset. But we cannot establish that he owns the account, and proper security procedure requires that we must know he owns the account before we give him any assistance. Please tell your friend to update his ticket and answer the questions in it.


avatar
ArenaNet Poster
Target Source
#2758 -

Updates for Thursday and Friday, 29 – 30 November

121116-001629 Resolved
121127-002885 Resolved
121127-000396 Resolved
121113-003712 Resolved (Thanks for confirming!)
121129-000130 Resolved. I have updated your ticket to explain the outcome.
121124-001042 Resolved. Thanks for your support!
121123-001923 Resolved; have your friend update his ticket so we can help him, as well.
121127-000150 Account ownership in dispute; the team will continue this review.
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-001210 Account released; you may add a new, valid code to rejoin the game
121121-002141 Account released; you may add a new, valid code to rejoin the game
121025-001807 Closed for fraudulent code a second time. Please continue to discuss with Support.
121121-001496  Fraudulent code. Please contact your seller to get a refund.
121127-001175 Fraudulent code. Please contact your seller to get a refund.
121121-002792 I followed up on this today.
121114-000212 I followed up on this today.
121115-001578 I followed up on this today.
121118-001530 I followed up on this today.
121118-002383 I followed up on this today.
121122-000034 I followed up on this today.
121123-000247 I followed up on this today.
121123-001644 I followed up on this today.
121126-002710 I followed up on this today.
121128-000072 Not three days old
121130-000631 Not three days old
121128-002416 Not three days old
121127-001984 Please answer the questions that Support sent you. We must establish that you own the account before we can assist you.
121116-002285, 121118-002383 Questions answered by agent
121126-001549 The account owner must discuss this with the team.
121115-002366 The charge authorization failed or did not pass risk reviews. You are not due a refund because you were not charged.
121116-001561  The charge authorization failed or did not pass risk reviews. You were not charged.
121118-001872 The charge authorization failed or did not pass risk reviews. You were not charged.
121122-001534 The charge authorization failed or did not pass risk reviews. You were not charged.
121126-000302 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000329 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000047 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000204 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000234 The charge authorization failed or did not pass risk reviews. You were not charged.
121128-000803, 121115-000847 The charge authorization failed or did not pass risk reviews. You were not charged.
121127-000395 The charge authorization failed or did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121115-001408 This has been reviewed by multiple agents; account will remain closed.
121121-002294 Ticket updated today
121118-002266  Under review
121120-001710 Under review
121121-002828 Under review
121126-002710 Under review
121127-001919 Under review


avatar
ArenaNet Poster
Target Source
#2803 -

Can someone please look into ticket number 121123-001882, this is my husbands account, the game was purchased for him from a friend of ours for his birthday. NC flagged it as a fraudulent purchase but supposedly has since reactivated the account, but my husband no longer has his password and doesn’t remember it and didn’t write it down. Can someone please look into whether the account is active and if so can someone please email him the password or advise how to reset it. A reply in this matter would be greatly appreciated since this ticket has been open since the 23rd. This is the same issue as referenced in ticket 121123-001923

We’ll be happy to help, but your husband needs to update his ticket to get assistance. Thanks!


avatar
ArenaNet Poster
Target Source
#2806 -

Update: Saturday through Monday, 1 – 3 December

121109-002852 Resolved
121114-000212 Resolved
121117-000482 Resolved
121123-000247 Resolved
121123-001923 Resolved
121128-000094 Resolved
121128-002416 Resolved
121128-002607 Resolved
121115-001578 Resolved – thank you for updating your ticket.
121118-001530 Account released; you may add a new, valid code to rejoin the game
121118-002786 Account released; you may add a new, valid code to rejoin the game
121121-002294 Agent responded on Friday.
121102-003339 I followed up on this today
121120-001710 I followed up on this today
121122-002680 I followed up on this today
121125-002472 I followed up on this today
121126-001549 I followed up on this today
121127-001175 I followed up on this today
121128-000829 I followed up on this today
121126-002663 I followed up on this today
121128-000226 Appeal denied — blocked for botting; will not be reinstated.
121121-001210 I believe this was resolved on 11/28 in Ticket 121102-000090
121125-000802 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121128-001928 The charge authorization did not pass risk reviews. You were not charged. Please discuss the release of the account with Support.
121116-001561  The charge authorization did not pass risk reviews. You were not charged.
121128-000047 The charge authorization did not pass risk reviews. You were not charged.
121128-000072 The charge authorization did not pass risk reviews. You were not charged.
121129-001285 The charge authorization did not pass risk reviews. You were not charged.
121127-001984 The team cannot locate the account; please have your friend answer the questions in the ticket.
121130-000631 This purchase was refunded; you should discuss that with your friend.
121110-000448, 121118-001373 Under review
121118-000987 Under review
121118-002383 Under review
121122-000034 Under review
121123-001882 Under review
121124-002202 Under review
121126-000910 Under review
121126-000941 Under review
121127-000150 Under review
121127-001248 Under review
121127-002078 Under review
121127-002763  Under review
121127-002863 Under review
121128-000693 Under review
121128-001054 Under review
121129-000430 Under review
121129-000968 Under review
121203-002074 Under review
121126-000302 Under review – thank you for updating with new information today
121123-001644 Your email account has been compromised; please review suggestions from team.


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ArenaNet Poster
Target Source
#2835 -

121128-000072 The charge authorization did not pass risk reviews. You were not charged.

He just checked his bank records and found out that he was charged twice for his original purchase and then later refunded twice without any notifications made to him. Does he lose his entire account over this mistake or is there some way he can get his account back after buying the game again? Thanks.

Apparently this person had failed to pass anti-fraud measures. This could be for a lot of reasons, but fraud prevention is a very critical part of doing business, and we will decline purchases that appear questionable. Your friend should discuss the issue with Support to learn if the account can be released to him to add a code. Sometimes, the only code that will be acceptable is a retail (box) code, so if that is an option, he should ask about that possibility when discussing with Support.


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ArenaNet Poster
Target Source
#2836 -

What does this mean 121118-000987 Under review? I unlock?

It means that the team needs more time to review this. They will respond as soon as possible.


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ArenaNet Poster
Target Source
#2837 -

[—-001:000305:32512—-] had this ticket for around a week now. Previously had sent emails to no avail.. This is as much info as I have about my account as it was brought for me as a gift by my partner. Who does radio show for Gwen. (Mike Si from Perth Australia)

I would need the actual 12-digit incident number, which begins with 12. Thank you.


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