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Regional FlagTickets for Review (3 days and older) [merged]Source
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ArenaNet Poster
Target Source
#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.

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
Target Source
#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
Target Source
#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
Target Source
#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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ArenaNet Poster
Target Source
#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
#1555 -

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


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ArenaNet Poster
Target Source
#1566 -

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.


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ArenaNet Poster
Target Source
#1567 -

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


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ArenaNet Poster
Target Source
#1581 -

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!


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ArenaNet Poster
Target Source
#1582 -

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.


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ArenaNet Poster
Target Source
#1587 -

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!


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ArenaNet Poster
Target Source
#1592 -

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


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ArenaNet Poster
Target Source
#1595 -

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.


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ArenaNet Poster
Target Source
#1596 -

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.


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ArenaNet Poster
Target Source
#1627 -

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


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ArenaNet Poster
Target Source
#1633 -

Update: Tuesday, 16 October through Thursday, 18 October

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


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ArenaNet Poster
Target Source
#1636 -

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


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ArenaNet Poster
Target Source
#1663 -

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!


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ArenaNet Poster
Target Source
#1678 -

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.


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ArenaNet Poster
Target Source
#1694 -

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!


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ArenaNet Poster
Target Source
#1696 -

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.

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ArenaNet Poster
Target Source
#1711 -

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.


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ArenaNet Poster
Target Source
#1712 -

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!


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ArenaNet Poster
Target Source
#1716 -

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


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ArenaNet Poster
Target Source
#1718 -

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.


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ArenaNet Poster
Target Source
#1719 -

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.


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ArenaNet Poster
Target Source
#1738 -

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.)


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ArenaNet Poster
Target Source
#1739 -

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.


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ArenaNet Poster
Target Source
#1742 -

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


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ArenaNet Poster
Target Source
#1803 -

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


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ArenaNet Poster
Target Source
#1804 -

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.


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ArenaNet Poster
Target Source
#1805 -

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.


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ArenaNet Poster
Target Source
#1810 -

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.


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ArenaNet Poster
Target Source
#1831 -

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.


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ArenaNet Poster
Target Source
#1834 -

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.


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ArenaNet Poster
Target Source
#1835 -

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.


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ArenaNet Poster
Target Source
#1839 -

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.


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ArenaNet Poster
Target Source
#1840 -

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.


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ArenaNet Poster
Target Source
#1841 -

[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.


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ArenaNet Poster
Target Source
#1851 -

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.


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ArenaNet Poster
Target Source
#1898 -

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?


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ArenaNet Poster
Target Source
#1899 -

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.


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ArenaNet Poster
Target Source
#1903 -

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!


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ArenaNet Poster
Target Source
#1904 -

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.


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ArenaNet Poster
Target Source
#1908 -

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.


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ArenaNet Poster
Target Source
#2031 -

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.


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ArenaNet Poster
Target Source
#2032 -

thank you anet for helping me get my account back

ticket 121025-000947 can now be closed

Awesome. Thanks for letting us know!


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ArenaNet Poster
Target Source
#2034 -

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.


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ArenaNet Poster
Target Source
#2059 -

“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.


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ArenaNet Poster
Target Source
#2061 -

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


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ArenaNet Poster
Target Source
#2149 -

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

Correct. Thank you!!!


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ArenaNet Poster
Target Source
#2151 -

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.


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ArenaNet Poster
Target Source
#2152 -

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.


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ArenaNet Poster
Target Source
#2154 -

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.


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ArenaNet Poster
Target Source
#2156 -

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.


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ArenaNet Poster
Target Source
#2159 -

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!


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ArenaNet Poster
Target Source
#2239 -

Update – Wednesday through Friday, November 7 – 9: Part 1

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.*

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ArenaNet Poster
Target Source
#2243 -

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.*

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ArenaNet Poster
Target Source
#2244 -

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.


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ArenaNet Poster
Target Source
#2245 -

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?


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ArenaNet Poster
Target Source
#2248 -

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
#2251 -

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
#2253 -

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
#2385 -

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?


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ArenaNet Poster
Target Source
#2390 -

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
#2398 -

Incident: 121111-002238

Closing quickly on five days now.

Five days? No, this is just 2 days old. You may post again tomorrow evening, 11/14.

support ticket #121112-000568

Also just a day or two days old.

Ticket # – 121111-000201

No matter what your location, this is still just two days old.

For fairness, I’m not researching tickets newer than three full days in age. Please do not post until your ticket truly is at least 3 days old or older, as the subject line states. Thank you for understanding.


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ArenaNet Poster
Target Source
#2402 -

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