Feedback talk:Gaile Gray/Support Issues

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Paws to Ponder: Support IssuesThe first place to seek assistance with matters of a support nature is through our Support System. If after you've worked with Support you feel you require additional assistance, you may post here and I will do my best to help you. Please note that questions, reports, and appeals should first be directed to Support. Please provide your Support Incident/Ticket Number with your comments here so I have a good point of reference. Thanks! ~ Gaile

[edit] How Do I Contact Support?

  • Just click support to start filing a Support Ticket. For the fastest possible service in issues that involve your game or NCsoft Master Account, consider providing as much information from this list as you can:
  • Your name
  • Your game account name(s)
  • Your address
  • Your telephone number
  • Your birth date
  • Your access keys (a scan of the key would be super helpful)
  • The last four digits of the credit card(s) that you used for NCsoft Store or Guild Wars In-Game Store purchases
  • The air-speed velocity of an unburdened swallow. European please. (Ok, we really don't need that last bit. :D )
  • If you still have access to the email account that you used as your game user name, please submit the ticket or send the email using that account. And while the team doesn't require all this info, the more you send from the above list, the more easily the team can address the issue you're writing about. All information is kept confidential.
  • We offer telephone support for billing/account and technical support issues only. We do not offer telephone support for game support issues, bug reports, in-game incident reports, gameplay issues, general inquiries, etc. Contact our Billing/Account or Technical Support Teams as follows:
1-512-225-6359
Mon through Friday
Noon until 5:00 PM, Central time (-5 GMT)
  • If you are unable to submit a support ticket, you may email Support at the following (exact) address: Support@GuildWars.com.
Warning-Logo.png Warning: Please do not give out personal information, such as account names or passwords, on this page.


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[edit] Guild Wars Support Issues Page

This page is intended to offer help to players with issues surrounding their Guild Wars game account(s). Please post after you have contacted Support and have received a response from a Support Team member, or after at least 3 full working days have elapsed. I will need your 12-digit Incident Number to research issues. Thank you for understanding, and I look forward to being of help to you. -- Gaile User gaile 2.png 01:44, 19 January 2011 (UTC)

[edit] Bot Ban Details Page

If you have questions about the bot bans of May 26, 2010, or if you're just curious about how the support process works in a general sense, you may find the new Bot Ban Details FAQ of interest. -- Gaile User gaile 2.png 19:32, 21 June 2010 (UTC)

[edit] Fake Beta Sites

I've said it. We've all said it. But dang if it doesn't break my heart when yet another player loses his account to a thief who gets his mitts on account credentials by offering a pretend, fake, phony, not-gonna-happen, bogus, #*%O&#*@! "Guild Wars 2 beta test position."

As the Community Team has told you, we don't have openings. We aren't accepting applications. We don't have a page or a form or an email address to apply. When we do, it'll be on the official Guild Wars 2 website. Until you see it there, please, please turn your back on the fake offers. Thanks for reading! -- Gaile User gaile 2.png 05:08, 17 February 2011 (UTC)

Thanks for the heads up... I also noticed these kinds of posts on less than reputable game forums, scammy newsfeeds, malicious twitter feeds etc... in addition to being sent as spam as a fake invite for beta test by email. --Lania User Lania Elderfire pinkribbon.jpg23:53, 23 February 2011 (UTC)

(Reset indent) I wanted to refresh this warning because with the increased news about Guild Wars 2, we're seeing an awful lot of scam and phishing sites these days. :( Protect yourself: Don't visit "beta key generator," "beta access," "cheat," or "exploit" sites. -- Gaile User gaile 2.png 20:15, 4 January 2012 (UTC)

I like to point out, if you go onto [www.ISOhunt.com] you will be able to find apparent leaked beta of gw2 and gw1 account generater... I just looked it up for the hell of it and a good laugh. Stressing again, ONLY will hear of gw2 beta on the gw2 page or gw2 wiki and facebook page Ocren 02:30, 28 January 2012 (UTC)
Oh yes, sadly (and irritatingly!) there are dozens of such sites. I'm currently considering our best means of learning about such sites -- perhaps a unique email address to which players can write, I'm not sure yet. In the meantime, please do contact support with a brief note and we will pursue such sites to the best of our ability. -- Gaile User gaile 2.png 19:12, 29 January 2012 (UTC)
I did try using these fake whatever, they didn't work for me... though don't want anyone falling victim to a money scam. Ocren 07:13, 31 January 2012 (UTC)
"Key Generator" is just another term for "Account Theft Mechanism." I've been with ArenaNet for more than 10 years, and I've never seen a single, functional key generator. They're either bogus, aka fake do-nothings, or they're bogus, as in fake steal-your-account somethings. Please take care of your account -- stay far, far away from "key generators" or "cheats" or "ecto generators" or any of that other stuff. -- Gaile User gaile 2.png 03:56, 10 February 2012 (UTC)

[edit] Please Help Us

Hello, Gaile.

I know you're very busy, and I know you're no longer the Customer Relations Manager, but this really falls under both support and customer relations - so I thought I'd go to you.

The impending release of GW2 is top of the priority tree for ANet. I think we all understand that.

But the way things are going in GW, it really feels like nobody actually cares about those of us who will be left behind when GW2 launches.

As it is now, JQ is overrun by bots, as you well know, and nothing seems to get done about it. I see the same bots constantly - bots that get reported constantly. Spend any time at all in JQ lobbies and you'll start hearing the humans complain about the botting that doesn't seem to have anything done about it.

JQ is no longer fun. It's tedious and boring. For over five years GW held my attention and kept me wanting to log in. Now, I come in once a day to go into JQ because I'm so disillusioned over what I see as a sweeping under the carpet of people who - for whatever reason - just don't want to move to GW2. And that makes me not want to bother logging in to GW at all.

The latest example of what appears to be a trend of leaving anyone who doesn't move to GW2 in the dust is the login page.

It used to tell us what was happening in GW. It told us what the weekend event was. It gave us helpful information.

Now it's an ad to buy GW2, and the notice that support for older versions of Windows is being discontinue (this notice being there for weeks).

Do you guys still care about us? Will you care about us when GW2 comes out?

Maybe it's just hectic with GW2 coming. Maybe ANet still cares about GW and the people who still play it, and will continue to after GW2 launches. But honestly? Right now, it's really not feeling that way.

I really hope I'm wrong, and hope you can help at least with the JQ problem. For some of us, we've done everything else and would just really like to earn our titles while having fun. This isn't fun.

Thank you.

~Ubaid Panahasi

A simple solution to prevent bots from entering JQ (and FA and RA) is to implement some sort of CAPTCHA test that has to be answered before one can click the "Enter Mission" button. --24.212.128.151 07:17, 25 April 2012 (UTC)
So the player has to check the game every few minutes to get their bot into a game. Doesn't do much. Besides which, a captcha to enter a mission would get very very annoying for real players after a while. --ஸ Kyoshi User Kyoshi sig2.png 14:00, 25 April 2012 (UTC)
Whoever is this IP that posted the CAPTCHA idea, I totally liked and support it. The 7th Anniversary new pet (crap present) plus the GW2 pre-realese sale don't really bring much of a good vibe. But ANet doing something that "really" feeds...back... to their players pool would be better welcomed. User Yoshida Keiji Signature.jpg Yoshida Keiji talk 14:33, 25 April 2012 (UTC)
I love this idea. It might mean getting into PvP is a little more tedious, but it'd be marginally so - especially when compared to the gameplay improvement of NOT having to deal with bots in a match.
As to the pet being "crap," well, it kind of is if you don't have a ranger (or a ranger secondary) that you can get it on during the "limited edition" run. On the other hand, as a Nuker, it's kind of nice to have my fiery hellhoud out with me doing stuff. I named him Deathy. Deathy: The Hellhound that only loves! LOLOL ~Ubaid Panahasi
By the way, Gaile, since I forgot to put my character's name in the letter, that paper, snail-mail letter sent to Mike O'Brien, with CC's to you and Regina, (re: bots in JQ) was from me. ~Ubaid Panahasi

(Reset indent) We've been able to increase our focus on bots in recent weeks, and there are some changes coming that will help address botting and match manipulation issues, as well. No change is perfect, and some may be perceived as "not enough," but I do like that we're making progress. -- Gaile User gaile 2.png 21:52, 19 June 2012 (UTC)

[edit] My GW2 Account

So i've bought the £130 collectors edition and when i was about to register i remembered that the email for my GW1 account doesn't actually exist. My brother accidentally signed me up for GW1 five years ago with @hotmail.com instead of @hotmail.co.uk and once we found out, we tried contacting support, but to no avail. I thought nothing of it then but now I was hoping somehow that you could pass the message on, or send me somewhere useful as i really need want to link these accounts before friday (when the beta is released!). This is open to anybody else who might have an idea of what to do. Please reply asap <3 --NeilUser Neil2250 sig icon6.png 16:00, 25 April 2012 (UTC)

You should probably try checking with support again. I don't know why they were silent at your last contact, but it's been mentioned that there will be a way to change the email associated with your account. Just be patient, as they'll be replying to a lot of messages with the beta weekend coming up. --ஸ Kyoshi User Kyoshi sig2.png 04:45, 26 April 2012 (UTC)
That is, a way to change the email associated with your GW2 account to one other than the one representing your GW account. I'm not sure about the specifics or other options. --ஸ Kyoshi User Kyoshi sig2.png 15:16, 26 April 2012 (UTC)
Two things first: Thank you for such generous support of Guild Wars 2! Secondly, I'm late to answer, and I apologize. But I'll say again what I've said many times in various media: There's no urgency to link your GW and GW2 accounts. You can do that any time: now, the day of release, a year from now. When you link, all your Hall of Monuments rewards will be in place. And you can continue to gain HoM rewards now and in the future.
We'll be re-enabling a means for you to change your username (email address) in the future, in advance of the launch of Guild Wars 2. At the present time, neither Support nor the player can change a username; this is because there's some back-end programming going on that necessitated that we disable that option for the time being.) -- Gaile User gaile 2.png 22:14, 19 June 2012 (UTC)

[edit] My GW2 Account

Hi, I'm Dee (Big from PvX) and my Guild Wars account was permabanned almost 2 years ago. I've all but given up on getting it back, but I was wondering if there's any way possible that I could link it to my GW2 account. I recently purchased it (Beta FTW), and I am most definitely interested in connecting the accounts. I'm not here to plead for my account back, though that would be wonderful, but I'm here to get some clarification on how to connect the two. I tried emailing support and all I get is an automated response. Thanks ahead of time! -- Dee Strongfist 01:44, 26 April 2012 (UTC)

It's been mentioned that banned accounts can't be connected to a GW2 account, if I remember right. If you've given up on your GW account I assume you've contacted support and such? --ஸ Kyoshi User Kyoshi sig2.png 04:43, 26 April 2012 (UTC)
I keep getting canned, automatic responses. Nothing from a real person, yet. -- Dee Strongfist 05:41, 26 April 2012 (UTC)
They always send an automatic response first. If you haven't received anything you can make a request on Gaile's support issues page for her to look into it. How long has it been since you contacted them? --ஸ Kyoshi User Kyoshi sig2.png 15:14, 26 April 2012 (UTC)
About a day or so now. -- Dee Strongfist 16:28, 26 April 2012 (UTC)
That's all? Support can take about a week to get back to people. If they haven't by then, you should probably post on the link I gave above so Gaile can help you out. --ஸ Kyoshi User Kyoshi sig2.png 23:44, 26 April 2012 (UTC)
Gaile has said that support should respond within three business days (during Pacific Time; this can be appear longer if you live in another time zone). However, the best way to reach her is through the official Support Forums — if it comes to that, post there (I believe even perma-banned can do so) and include the ticket number and a short note.
I read in one of the official FAQs that banned accounts cannot be linked to GW2 (I apologize, I cannot find the specific text right now). In my opinion, the best use of your time would be to either attempt to appeal the original ban or to consider plunking down US$20-25 for Prophecies and EotN (you can reach HoM/30 within a few weeks of highly focused effort, especially if you have help from friends willing to run you). – Tennessee Ernie Ford (TEF) 02:32, 27 April 2012 (UTC)
I want to appeal but I doubt it'll matter at this point. -- Dee Strongfist 21:16, 27 April 2012 (UTC)
It is true that a banned Guild Wars account cannot be linked to a Guild Wars 2 account. You are of course welcome to discuss the situation with support. Be aware that if you feel you're getting "canned responses" or "form letters" the matter is reviewed by an agent before sending a response. For some issues, such as the Mass Bot Banning of May 2010, a detailed and explicit letter of explanation was written so that every player had all the details about that incident. Details [here]. I hope this is helpful information. -- Gaile User gaile 2.png 22:20, 19 June 2012 (UTC)

[edit] How to detect JQ bots

User Yoshida Keiji Botwatch 005.jpg

...without depending exclusively on players reports?

Use a mechanisn alike Isle of the Nameless NPCs, but incorporate it to the Guard Post to function this way:

  • How many times does a same character attack this target.
    • How many battles has it being doing it for?
      • Create a list of character with this pattern and double check by ANet personel.

Can ANet show that they still care about their players base prior GW2 release? User Yoshida Keiji Signature.jpg Yoshida Keiji talk 12:53, 7 May 2012 (UTC)

Apparently, not, given the complete silence from ANet (and Gaile specifically) since I made my original post.
Sad, isn't it? ~Ubaid Panahasi
First, I'm sorry that you feel you've not been heard. I've done my best to explain that I'm focusing most of the time I can invest in public-facing communications on the Guild Wars Support Forums and the Guild Wars 2 Forums (during Beta Weekend Events and other test events). I have responded multiple times to player input about bots here on the wiki. I'm sorry that you haven't seen that, but you can read archives to better understand our position and our progress in dealing with this issue.
Our mechanisms for bot detection include more than 20 parameters, not just the 3 listed. That is what enables us to remove bots on a regular (and recently-increased) basis. While it's nice to have input from players and offers of creative solutions, sometimes the devs are far ahead of what's offered. This is such a case.
If you see someone botting, click the character, type /report in the chat box, and submit as a bot report. Sometimes, the person who is thought to be botting is actually a real player. Sometimes, it's a bot. Reports are reviewed, and bots are removed weekly. -- Gaile User gaile 2.png 22:09, 19 June 2012 (UTC)

[edit] Hello, Gaile Gray. You are my last chance to get back my GW Account and also for my friend.

Dear Gaile Gray I am not sure that you still have a look at this page but I would like to try my last chance to get your help in order to save my GW account, for me and also for my best friend.

At the beginning of April 2012, I would like to play GW again as GW2 will be released soon and I have not played this game since long time. Suddenly I found that my account was banned and got error code 045 which said that I have done the trades for selling in-game items for cash etc. I was surprised because I have not played since long time and I thought that it was a mistake, then I tried to log on my NCsoft account to send the ticket from my NCsoft account and I have found that my NCsoft account is banned too. My best friend who has linked his GW account in my NCsoft account is banned at the same time for same reason.

Then I tried to report it to French Support Team as I am living in France. As there was no response, I tried to get help from US support team. I think because it was GW2 Beta testing period so they are very busy.

In the time being, The GM Thomas from French Support Team has replied me and unlocked my account and also for my friend. I was very glad. Then I replied to US support team to ask them to ignore my request and I just asked one question if the GW account is blocked and it would impact the GW2 account or not. And this time US support team has replied me and they have re-closed my account and my friend's again.

I couldn't understand that and I contacted again the French Support Team to get back the account and another GM replied me and told me that I have participate to the network of selling in-game items for cash as same way as US support team.

I have explained that I was a chinese play who live in France. As GW is not running in China so I have helped my chinese friends to buy this game. I have played GW for more than 5500 hours in 4 years and there was no issue. I have paid attention about trading as I heard too much cases that chinese player who are banned and considered as a gold seller but they were not at all in reality.

I think I was safe because I had France IP which made me less suspect. I earned every thing by myself and I played with my friend to keep him safe. But most 1 year later after stopping playing I got my account blocked and also my friend who played less often too. I think it's because his account is linked to my NCsoft account. so we are banned at same time.

The reason that I have associated several accounts to my NCsoft account it's because of the free storage tab item promotion. The coupon is retrieved only for the game account which is linked to NCsoft account.

So I have helped my friends who didn't know well english to get this. There were friends whose account are ready dead cause of GW1 examination even they were innocent. I think before the launch of GW2, the support team of GW1 have tried to clear the suspect accounts and unfortunately I was punished and also my friend who was still alive.

I have explained all of those to French Support Team and they didn't change their decision.So I gave up and wait to play GW2. After several months of playing GW2. I found the difference between GW1 and GW2 is hugh and I miss my account of GW1. also do my friend.

The mentioned ticket is [Incident: 120429-001131] My account is: maxime_luwei@hotmail.com My friend account is: airfanmidi@hotmail.com

So I came here and beg you. Please help me and trust me what I said.

Thanks in advance I wish you happy new year 2013

Wei

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