Feedback talk:Gaile Gray/Archive Support Issues/Jan - Mar 2010

Support Issues
Current Support Issues Support FAQs NCMA Security Feature Bot Ban Details Contacting Support Account Security Death Counts Xunlai Tournament House Support Issue Archives Botwatch

Costume UI Issue - Hide option doesn't work

Costumes Issue - Hide option doesn't work

Hello and thank you for all you do;

The new inventory slot for costumes has a "Hide" option. However, this doesn't seem to work. On the inventory screen, when hide is selected, the costtume doesn't show, but it does appear in towns, ouposts, explorable areas and in PvP. Is this a bug or is it a mistake I'm making?

Thanks a lot, Will Dublin (86.150.94.30 13:58, 2 January 2010 (UTC))

Please report these kinds of issues at Feedback:Bug reports/Miscellaneous bugs. Gaile handles support issues, not game bugs. Thanks! -- Wyn talk 02:03, 3 January 2010 (UTC)

Thanks, Wyn.Reporting on the Game Bugs page would be the best and most direct means to report this concern. Thanks for understanding, Will. -- Gaile 03:34, 3 January 2010 (UTC)

Banned = No Miniatures?

Hi Gaile, could you explain the policy of not giving birthday gifts to temporarily banned accounts? I was banned for 3 days over a stupid argument (my first and only temp ban in 3 years), coincidentally the same day all my characters were due to receive their 3rd year birthday presents. I don't understand how a 3 day ban should also equal losing something I waited 3 years for? Isn't the BAN the punishment? Why am I now going to be punished -again- by losing my 3rd year minis on 7 characters? --The preceding unsigned comment was added by 174.112.239.236 (talk).

Are you sure of the date? Also, I'd wait 3 days over the expected birthday, in case the ban somehow stopped the "birthday timer" for the 3 days or something. I've never heard of this before. O_o Rose Of Kali 19:21, 4 January 2010 (UTC)

That is indeed the case, if you are banned, no miniatures. I'd imagine it's something to do with the fact that your account is locked, so nothing can be added to it (how the presents are inserted into your inventory). -- FreedomBound 19:25, 4 January 2010 (UTC)

Wow. I thought the presents were added the next time you login, especially in cases where the target character's inventory is full and you have to relog with an empty slot to get the present. That really sucks, especially on 7 chars all at once. Rose Of Kali 19:32, 4 January 2010 (UTC)

You do not need to log in on your birthday to get your birthday gifts. It's possible that the time spent in suspension does not add to your account age so your "birthday" may happen later than you thought. It's also remotely possible that if you're suspended you do indeed lose your gift -- and I do note that someone posted that as fact on the GWW -- but I don't know whether that truly is the case. I'm following up with our programmer to learn more.

By the way, if you're back in the game, you did not experience a "ban," you experienced a temporary suspension. If you were banned, your account would have been terminated and you would not be rejoining the game on any date. -- Gaile 20:52, 4 January 2010 (UTC)

Hopefully this is not the case... This game especially has a lot of intolerant people who will report for very minor things and you'll end up suspended regardless. Ƹ̵̡Ӝ̵̨̄Ʒ аІiсә ѕνәи Ƹ̵̡Ӝ̵̨̄Ʒ 22:30, 4 January 2010 (UTC)

Yes, my ban was a temporary 71 hour suspension. I'm yet to verify whether or not my minis are missing as I'm still suspended, but like Gaile pointed out, the GWW says that suspended accounts also lose their miniatures. This seems very unfair considering the "extra punishment" can only happen on 1 day of a year on a given character, like a random draw saying "haha, you got double screwed!" to an unlucky few. I appreciate that you're looking into it, Gaile. Thanks so much. -174.112.239.236 22:38, 4 January 2010 (UTC)

That is heinous... Ƹ̵̡Ӝ̵̨̄Ʒ аІiсә ѕνәи Ƹ̵̡Ӝ̵̨̄Ʒ 22:44, 4 January 2010 (UTC)

That is inaccurate. :) I will do a reset and answer more fully. -- Gaile 23:15, 4 January 2010 (UTC)

(Reset indent) According to Joe, our Guild Wars Live Team programmer, "Account suspensions has no effect at all on birthday presents. Birthday presents are handed out based on the difference between the current date and the date of character creation; there’s no reason or code to track the exact amount of active account time." So, once every 365 days, from the date of creation, you get a birthday present. If you're not online, or if you're suspended, you get it when next you log in. -- Gaile 23:17, 4 January 2010 (UTC)

Ah, so that explains why my birthdays move up one day every year. :P Astronomers frown upon you! Rose Of Kali 23:20, 4 January 2010 (UTC)

Phew, this is great news! I've been typing /age all month waiting for the 36th month mark, I was pretty bummed when I thought they'd all been lost because of the temp suspension. I wonder why someone put that blurb into the birthday gift wiki page when it wasn't true. Anyway, thanks so much for your help in clearing this up, Gaile. I really appreciate it! <3 -174.112.239.236 23:21, 4 January 2010 (UTC)

Thank Dwayna! HurrayƸ̵̡Ӝ̵̨̄Ʒ аІiсә ѕνәи Ƹ̵̡Ӝ̵̨̄Ʒ 02:39, 5 January 2010 (UTC)

Support Responses ETA?

I am a new player and this is the second time (in as many days) I have forgoten my characters names. (Making chars and deleting)I have been looking all thru the site to see if there is information on this, support response, but all I can find are the phone support hours. Thanks Question Reference #100102-005170 --The preceding unsigned comment was added by 67.185.55.186 (talk).

You should allow at least 24 hours to get a response from a team member. Given the high volume and the fact you've written on a holiday weekend, quite frankly it may be a bit longer. -- Gaile 03:59, 3 January 2010 (UTC)

ugh- Ok Thank you. --The preceding unsigned comment was added by 67.185.55.186 (talk).

is writing it down on a bit of paper to much to ask? O_o --Neil2250 16:42, 4 January 2010 (UTC)

As was advised previously, look through your screenshots. If you don't have any to show a character name, do take one when you get back into your account for future reference. Considering you said you delete and remake characters, consider using the same name each time you remake one for at least one of them. You can reuse character names as soon as the character was deleted. Rose Of Kali 19:24, 4 January 2010 (UTC)

I'd suggest writing it down as a screen shot... Well, if someone gets into a computer and manages to get information they're looking for. It wouldn't be great to have things they could 'get'. I've deleted most all of my screenshots that deals with any of my characters for security reasons such as this. It would be a good reminder, but only keep in an area you know you'd remember. Just a suggestion that I've done in the past that's worked best for me. -- riyen ♥ 21:32, 4 January 2010 (UTC)

For people who have the ability to hack into your computer, the first thing they will do is definitely not look through your screenshots to find a character name to hack into your account. Although it's probably smart to do so since it's much more likely your "baby" or "cat" will accidentally add an Chinese account hijacker on MSN and send the screenshots to them. Pika Fan 03:08, 5 January 2010 (UTC)

Screenshots are stored locally on your computer. Isn't the chance of an actual computer getting hacked very, very small? Maybe those in a vulnerable situation (living in a dorm, owner of a PLB (Pesky Little Brother), sharing a system) could password the computer itself and never give unauthorized access to the system or their personal partition. For example, all ArenaNet laptops have a complex password so that no one can get even to the OS without the owner's knowledge and consent. Passwording a computer, or the personal partition in an OS, would prevent anyone from viewing screenshots in one's GW Folder. -- Gaile 23:34, 5 January 2010 (UTC)

Support Un-Communicative

Gaile, I don't even know if you can do anything about this, but my account password was changed without my knowledge, and efforts to reset the password haven't worked. I contacted support (Ticket #100104-001469) and provided the information they asked for, but it's been a week and I don't even know if anyone has viewed the information I sent. I know support is busy, but surely they could at least let people know if their issue is being looked at soon? I am simply concerned about 'falling through the cracks'. Thank you, Stephen (I don't have a wiki account, sorry) --The preceding unsigned comment was added by 114.76.73.89 (talk).

They should have at least sent you an automated response, just to let you know they got it. Did you get one of those? Karate Jesus 14:38, 10 January 2010 (UTC)

I did get a response (seven days ago now) asking for more information, which I then provided. Since then, as far as I know, no one has looked at the ticket. This is unusual, since my dealings with support in the past have been good, but it is still frustrating. I was just hoping Gaile could perhaps shed some light on the reason it is taking so long to receive a response. - Stephen 114.76.73.89 04:20, 11 January 2010 (UTC)

Hello. I have looked at the ticket and you definitely do have an NCsoft Master Account. You have provided a good amount of info in the ticket, and I can see that the first agent recorded account info when escalating the ticket to a senior staff member. The team has been extremely busy with tickets, due to the new verification system plus the newly integrated security protocols. I am sorry that they have not been able to answer you yet and I believe you will hear very soon. Why don't you and I set a timeframe that if you do not hear back from a team member by Tuesday, you let me know so that I can investigate further? (This is outside the normal time for response, but because of the volume of tickets it seems reasonable to me.) Thanks for your patience. -- Gaile 06:31, 11 January 2010 (UTC)

Thanks very much for that, Gaile. I'll definitely keep an eye out for their response, and hopefully I will hear back by Tuesday. As I said, support is usually very prompt and keeps in touch throughout the whole process. Again, thank you for looking into this. I appreciate it. =) - Stephen 114.76.73.89 07:47, 11 January 2010 (UTC)

Hi again. I see your updated that ticket with new info. I'm sure the team will find it very valuable in getting you back into your account. If you don't heard tomorrow, why don't you let me know and I'll check the ticket again. -- Gaile 04:05, 13 January 2010 (UTC)

Hi Gaile. It's now the 15th in Australia, and I believe it's about 1am UTC time, also on Friday. I still haven't heard anything from Support, and not only am I a little irritated, I'm getting worried. Do you know whether they believe it's my account or not? I don't know how else to prove it belongs to me, and I'm concerned that someone else could be accessing my account. The password wasn't changed by me, which means either it expired (does that happen?) or someone else changed it. Do you know if Support can see how a password was changed? I do appreciate the help and I know you're doing your best, I'm just getting worried about the outcome of this. Thanks, Stephen. 114.76.73.89 00:56, 15 January 2010 (UTC)

Gaile, an interesting development, not directly related to my issue but certainly similar: a friend of mine (who is staying with me at the moment) has also had his password changed without his knowledge. Are they expiring because they haven't been changed in so long? Or they don't meet the new requirements for passwords? It's certainly odd, since there are 11 accounts in this household right now and our passwords are the only ones to contain punctuation, which doesn't seem to be allowed under the new password rules. We don't have accounts on fan forums, and we don't use third-party programs, either. His support ticket is #100115-000363 in case you wanted to check it out. - Stephen 114.76.73.89 02:16, 15 January 2010 (UTC)

Just wanted to let you know, Gaile, that support got back to both my friend and I at some stage overnight. Thanks for your help and communication during the resolution of this issue. - Stephen 114.76.73.89 01:37, 20 January 2010 (UTC)

Interesting note, Stephen. I'm glad that you and your friend are back in the game. It's true that NCMAs do not allow symbols, where Guild Wars game accounts do. I don't see that as any potential area for breach or account theft, but I'll pass along another request that we look into making password requirements for games and one's NCMA consistent in character sets and length. It's harder to standardize that than one might expect, because we're dealing with multiple studios and a publishing house. But I think it would be a great change, so I'll continue to my *ahem* "gently persistent" advocacy for such a change. :) -- Gaile 04:56, 21 January 2010 (UTC)

Inactive Aion Account Hack

Aion account hacked while subscription was inactive.

This pertains to Aion and not GuildWars directly, but as both are NCSoft games,and the current hacking incidents are occuring in both, I thought this information might be relevant to you. My Aion account was hacked last month and 4 of my characters were stripped of their gear and currency. I am aware of the current investigation concerning the NCMA page, but this goes way beyond that. You see, my account was logged in and stripped while my subscription was inactive. This was verified by NCSoft Support. My incident # is 091222-001044. I asked the GM who restored my items on what date the items were stripped. He responded that it occurred on Dec 19th and 21st, at which time my account was inactive. This clearly indicates that at least SOME of the hacks that are occuring are NOT the fault of the user being keylogged or phished, and are a direct result of a security hole either in NCSoft's servers, or their staff. I am fully willing to forward to you the relevant support ticket from my email if you cannot access it directly, as well as my activation/cancellation emails from NCSOFT. Scayth 03:04, 5 January 2010 (UTC) Scayth

That's interesting, I am very interested in how hackers are able to bypass an inactive subscription to login. Pika Fan 03:13, 5 January 2010 (UTC)

I read of a similar case where the Aion account was inactive when hacked. However, in that case the hackers had actually payed for a month's subscription to access the account. Are you sure this did not happen in this case? --Lensor (talk) 08:20, 5 January 2010 (UTC)

Oh, yes, I forget the hackers are able to chargeback. Pika Fan 09:01, 5 January 2010 (UTC)

Shouldn't this 'Aion' belong with the Aion group/website, etc.? After all, as quoted "This pertains to Aion and not GuildWars directly" even if both are from NCSoft, this is a Guild Wars Wiki and we have little to do with Aion. I don't understand why this is posted here as it's not Guild Wars related. If it's NCSoft, I'd contact NCSoft. -- riyen ♥ 09:15, 5 January 2010 (UTC)

.....If you had bothered to employ some of the comprehension skills that your "South American English teacher" should have taught you, you would have realized that OP is informing Gaile that some of the recent hackings may be due to a security hole in NCSoft servers, and thus OP hoped it might explain why accounts in Guild Wars are getting hacked too, or at least shed some light on another perspective for Gaile to ask the team to look into.

I would say it's so much more relevant and insightful than your little-miss-information(bad pun, I know) on Lena's arbitration page. Pika Fan 10:46, 5 January 2010 (UTC)

pika, i love your omelettes, but u really need to keep your ariyen trolling to either yours or her userspace. it really shouldn't go here. i know you're explaining your opinion, but that last part has no reference at all. --adrin 11:07, 5 January 2010 (UTC)

I agree with Adrin. Let's keep this page focused, valuable, and trolling free. -- Gaile 22:42, 5 January 2010 (UTC)

Lensor, I am not an idiot. I would not have gone through all the trouble to make an account here and write this post if I was not absolutely certain. The NCMA page keeps a record of all transactions, including the 15 day game cards. And thank you Pika, you explained my reasoning perfectly. Scayth 11:35, 5 January 2010 (UTC) Scayth

Nor did I imply that you were. You did not detail how you had confirmed that your account was inactive at the time of the hack, so I offered an explanation I've seen elsewhere in very similar circumstances (inactive Aion account being hacked into), simple as that. Also, are you absolutely sure that the NCMA page retains records of game time that has been charged back by a credit card company? In any case, if no other explanation exist, I agree that this is very disturbing in deed.--Lensor (talk) 11:47, 5 January 2010 (UTC)

I see no reason why any transaction history would auto-delete if a chargeback occurred. In addition, when game time is purchased by credit card an email is auto-generated and sent to the email linked to the account. I should also mention that my NCMA password was not changed, and there is no evidence that it was even accessed by the hacker. Lastly, while I am not positive, I assume that if a chargeback had occurred my account would have been banned. Scayth 12:39, 5 January 2010 (UTC) Scayth

See this thread for a copy/paste of the relevant emails. http://www.guildwarsguru.com/forum/ncsoft-security-hole-aion-account-t10420369.html?p=5005192#post5005192 Scayth 12:49, 5 January 2010 (UTC) Scayth

I still think that if it's an NCSoft problem, it should be handled by the NCSoft people. Not people that deal more so with Guild Wars, than NCSoft it's self. However, it may be prudent to have brought it here as an idea, but I think it would have been better worded differently, making it similar, making it more sense to being here. -- riyen ♥ 18:21, 5 January 2010 (UTC)

You are entitled to your opinion. I am not asking Gaile to "handle" this issue. I am merely supplying her with possibly relevant information. It's up to her to decide what she wants to do with it, not you. Scayth 18:34, 5 January 2010 (UTC) Scayth

Glad you finally clarified that Scayth, because your first paragraph didn't appear that way. Just saying. -- riyen ♥ 20:05, 5 January 2010 (UTC)

Try rereading the first sentence. :) Scayth 20:09, 5 January 2010 (UTC) Scayth

I did, three times or so more, even on guru, but the rest kinda contradicted that first sentence to me. -- riyen ♥ 20:11, 5 January 2010 (UTC)

(Reset indent) While this report is not specifically related to Guild Wars, it's certainly something I appreciate knowing about. I circuled an email last night about midnight with the relevant details about the Aion incident. I heard back early this morning from our security team. They told me that this is being investigated by the Aion Team. Thanks for letting me know. -- Gaile 22:55, 5 January 2010 (UTC)

You're welcome, Gaile. Let me add my thanks as well, for all your hard work on these issues. We appreciate it. Scayth 23:31, 5 January 2010 (UTC) Scayth

You know, for all we know there could be someone working on the inside in NCsoft that is leaking account information to someone intentionally (like to a RMT blackmarket broker). If all these hackings aren't due to mere player negligence, and is indeed from NCsoft's laxed security, that's about the only way it could happen. Someone outside hacking NCsoft's servers will leave a trace unless they purged all the logs (Much much easier said than done+ you need to know where all the logs are stored, and know the network structure before hand). I don't want to sound paranoid or anything but this kind of thing happens relatively often in the business world where corporate espionage can pay large dividends to both the individual leaking the information, and the company that benefits from the information. The RMT blackmarket trade is getting very lucrative due to the popularity of MMO's, and many gangs and mafia groups in south korea now specialize in RMT for their operative revenue. There are entire companies in china that make all their money through the RMT blackmarket, and it wouldn't be surprising if there is a double agent working in NCsoft that is leaking account information.--Lania Elderfire 22:23, 6 January 2010 (UTC)

I absolutely do not believe this could be the case, and there is utterly no evidence pointing in that direction. If you think about it, who is going to jeopardize his job and his livelihood (and his ability to get another job -- that is, potentially his entire future) to give away accounts? RMTs have workers who steal accounts; RMTs don’t need to use to use insiders, and employees are far too wise to get involved in such ill doings. -- Gaile 21:00, 7 January 2010 (UTC)

I was just saying it "could" happen. Double agents and spys don't care about the future with that company or the ability of getting another job later on because their job is corporate espionage. They take on different aliases, resumes, and appearances, and have a lot of documents "cooked" to be the ideal candidate. They are usually extremely intelligent and can learn new skills and knowledge required for the "new" job very quickly. My father's company was infiltrated with one such person who was leaking information to another company such that they can be assured to undercut any bids offered by the competitors (5 companies was working to win the bid for the USPS data management system upgrade, and it was a multi-million dollar bid). After my dad's company lost the bid, an employee mysteriously disappeared and no trace was left. Nothing left on or in the desk, not even finger prints. Also the personnel record including tax information was also mysteriously erased from the company computer and was unrecoverable. They wanted to file a lawsuit but there was nothing left to build a case on. It's as if that employee never existed, and no one ever suspected anything. Basically I'm just saying that IF the RMT blackmarket trade and the virtual economy is lucrative enough, sending someone to sneak in as a very attractive new hire isn't something that's impossible for it to occur. NCsoft has over 3000 employees, it's not that hard for someone to fly under the radar in a company that has that many people. Just for perspective, my dad's company's main headquarter only had 100+ employees at the time, and only 8 people working in that (spy)employee's department. --Lania Elderfire 06:52, 8 January 2010 (UTC)

Lag Spikes?

Is anyone else Still Disconnecting with lag spikes...

I'm very afraid to even log into NCsoft right now (hopefully this is unwarranted but...) so thought I would put this here first, not to mention it is much easier for me what with the lack of sleep I'm still feeling from 2+ weeks of Wintersday. (If I see another Snowflake or Grentch in less than a year it will be too soon) I am experiencing alot of 007 DCs, this appears to be a direct result of the very wide spread mass lag that was occuring around the 29th and 30th (I experienced most of that in EotN Town AD1, server ended in .126, probably 216.107.245.126 but not sure about that) and has continued even after the end of Wintersday.

What is happening: I'm guestimating about 80% of the time that I zone or map to a town or instance my ping goes into the thousands (I do not see the ping but am assuming this because when I do get into the zone the Avg. Ping is over 1000 every time, usually over 4000) and I eventually (a few seconds) DC with 007, occasionally I get the "Attempt to reconnect" dialog and sometimes it works, sometimes it only works enough for me to be seeing the game only to be unable to move and then subsequently 007. I have all 4 parts of the game and this is happening almost everywhere I've gone, I first noticed the high frequency of DCs, when zoning, while trying to run others for free as an end of Wintersday random act of kindness to break the monotony of running the Wintersday Chest. Specifically this has happened in North Kryta, Northern Shiverpeaks, and Vabbi, but was not happening when going into the "Strength of Snow" Quest. I just experienced a lag spike in the middle of an instance (trying to get the Roaring Ether Hearts for this week) just running to the farm, and DCed with the "Attempt to Reconnect" dialog as the result.

I cannot be positive that this is not a result of my ISP, but have heard of others still experiencing this, I know that it is not this computer, it did the same thing on another computer with a full -image, on the same connection. I have not tested this with other accounts that I have access to but will. I would be glad to help with any testing that I'm able to do to resolve this as this is making GWs almost unplayable and down right annoying at the least for me. I am also using ventrilo simultaneously and the ping on it is basically perfect the entire time this is happening. Unlike the original High Ping Days I have not noticed any specific server IP recurring when this would happen.

To All: Please add comments if you are experiencing these issues also, I'm pretty sure it's not just me. --Skekzyz 07:18, 5 January 2010 (UTC)

While I understand your reluctance to log into NCSoft atm, Gaile's page is still not the first place to post regarding support issues. If you don't wish to create a support ticket, your next option should be sending an email request to Support@GuildWars.com They will happily open a ticket for you that way. Thanks! -- Wyn talk 12:09, 5 January 2010 (UTC)

I don't really understand a reluctance to log into NCsoft. Quite frankly, I think such a high level of concern about using a website is unwarranted. However, the choice is and should be yours. I'd like to point out that extra measures have been taken for security while extraordinary levels of testing have taken place, and an experienced team has not been able to establish the existence of any sort of breach in the NCsoft system. But beyond that, if there were a breach, I don't see how using or not using the site would influence one's chances of being hacked. In short, I think you should get in touch with support via whatever method you desire (and some on that link do not involve using the NCsoft site).

Having said that, I have not seen reports of lag issues since the team addressed them during the Wintersday event. I believe that your situation is a system- or ISP-related problem. But Support can surely tell you more if you will get in touch. -- Gaile 22:39, 5 January 2010 (UTC)

Out of curiosity, does the game client have a built-in disconnect mechanism to avoid freezing a users computer? It seems that a lot of people get disconnected when Guild Wars starts choking (on, say, a few hundred people in the same district), so it seems like a logical possibility. ··· Danny Pew Pew

I don't know if it does or not. I haven't heard of the game freezing a user's computer, though. When that happens, it's usually the symptom of a system error -- like I had a freezing issue that was related to a failing power supply, and I know under-spec'd computers can have issues, too. I guess I could ask about such a mechanism, but I'll just do it in passing, if you don't mind. I don't want to keep flooding everyone's email box. :) -- Gaile 20:56, 7 January 2010 (UTC)

Support Issues Update: 5 Jan 2010

After the holiday break, our Support Team is fully staffed in both the NA and EU offices. Team members are resolving tickets as quickly as possible. In addition, the GW Team is getting help from other teams and they hope to improve ticket turn-around time over the next several days.

The support team is exceptionally busy right now looking into a variety of matters. Here are some of the top issues as of today:

• Wintersday Latency & Disconnects: The lag/rubber-banding issue and the disconnect problem were dealt with speedily, but all those tickets still need to be read and responded to.
• Wintersday Hats: Hats failed to drop for some players. Again, the matter was resolved within a matter of hours, plus we've already announced we'll be rerunning the event, but people wrote (in large numbers) and the team needs to respond.
• Password Issues: Players forget their game and/or NCMA password, and ask for help from the team.
• Character Names: We have a tip that a lot of people could use to get their character names. Spread the word, eh? Beyond that, though, quite a lot of players need assistance. Here's an idea: If you or a friend needs to write support about this issue, try to include as much info as you can in your first ticket: Your user name, of course, but add your real name, address, date of birth, GW access key numbers, any partial character names you remember, etc.

I have noticed that some wiki members (or emailers) are sending me their incident number to ask for faster service. Some of these requests come just hours after a ticket is submitted. It is important to check back with the Support Team first if you feel your ticket has not been addressed properly or within a reasonable timeframe. As I have said in the past, I'm not the first recourse for resolution, and the majority of issues don't need my involvement at all.

If you feel you do need to get in touch with me, please wait at least 3 business days before you contact me about a ticket. That should give the team time to get into the ticket, which gives me more info if I do follow up. Now, please note that I am not saying, "If you have not heard after 3 days, please contact me." I'm saying if you need my assistance, please wait at least that long before contacting me. And once again, the fastest means to get information on the status of a support ticket is to contact the Support Team itself. Thanks for understanding. -- Gaile 01:11, 6 January 2010 (UTC)

Account Issue [091218-001648]

Hi Gaile, my support case is without reply from 22.XII, can You do something about it?[Incident: 091218-001648] started 18.12 almost 21 days ago, got answer about my account Ownership, but nothing happend since 22.12 - Best Regards Yod.

I see that your ticket was responded to today, and you're back on your account now. -- Gaile 19:05, 6 January 2010 (UTC)

Hi, Yes thats Right, but can't login to the game: "ID or Password Not Match " - My Aion Account is marked as Playable. I'm able to manage MA and that's all I can do right now for sure can't play :) - Now Waiting for response about login Issue, Rollback and lost playtime. Best Regards Yod.

I am sure the team will get back with you soon and get things fully operational. Thank you for your patience. -- Gaile 20:38, 7 January 2010 (UTC)

This matter also appears to be fully resolved. -- Gaile 03:59, 13 January 2010 (UTC)

Gaile, Sorry but my case is far from "resolved." I can login to my Master Account - its working fine. I have two aion accounts connected to MA. BUT - I can't login to my main AION game account ( prepaided till 25.02.2010, marked as playable), but still get "ID or Password NOT MATCH " anytime I'm trying to log in to the game - and password WAS reset by me.

I can login to my second AION game account - because Automatic charging system get me charged on 1 january 2010 - which is really really weird because I was unable to manage my MA since 18.12.2009 (how can you charge accounts marked as "hacked/banned"??) So, in conclusion 26 days gone wild and rising. My Chars still Naked. Ticket updated , at least 2 times. ~ Yod.

Maintance was over ,so I've changed pass again, now I may login to uk.aiononline.com, so ppbly to the game too. Looks like logins problem's gone - finally starting playing my ranger. Heh finally :) Best Regards, Yod.

Very glad to hear things are finally resolved with your account. Phew! -- Gaile 02:21, 21 January 2010 (UTC)

Return After Termination

So

I've had like a nine month time out, can I come back and play with the other children now, or should I keep playing other games? I'd open a ticket or something, but I think Cykor has sworn to delete anything with my name on it xD -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 02:48, 9 January 2010 (UTC)

I'll even remove all the anti Anet stuff from my pages, an added bonus! -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 03:00, 9 January 2010 (UTC)

I don't recall the details of your situation, but I'm assuming your account was terminated. If it was terminated, and if you discussed the matter in detail with the Support Team at the time, then you already have your answer. "Termination" does not mean "timeout" or even "lengthy time out." When an account is terminated, unless there's a mitigating factor of some kind -- which is rare -- the account remains closed forever.

If you have questions, you sure can contact support. I don't think that the team would ignore your request for information, but I cannot speak for how they will respond to a request for reinstatement. -- Gaile 03:10, 9 January 2010 (UTC)

Mitigating factor as in when lots of people QQ that a title is too hard or something? I should get lots of people to advocate my case. Also, if you think permabanning someone actually does something other than make you (as a company) look bad for focusing on the wrong things, lol. Anyway, it was mostly a trolling post, I didn't expect you to remember or even respond. -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 03:29, 9 January 2010 (UTC)

Well, great -- we agree. On the trolling part, anyway. :) -- Gaile 03:40, 9 January 2010 (UTC)

Account Seller

A Major Problem

→ moved from Feedback_talk:Gaile_Gray

I have one and I hope I did the right thing. I figure this needs immediate attention. Someone with an IGN of Suavae Darkveinn was bugging me to buy a Guild Wars account. He went as far as to give me his cell number, asking if I had one, asking about MySpace page, etc. I did file a support ticket with NCSoft, but I am concerned that he might have hacked someone's account. He claimed the account was his, but I don't like how he changed his story a few times. He originally claimed it was his girls and that he needed to sell it before 4pm when she gets home from work. I am not sure how you guys handle something like this. Besides, as tempted as it might have been, I don't want to get into any trouble with Arena Net or anything to jeopardize my account and I don't want any part of something like that. I am posting my IGN here in case you need it. I hope that this person didn't indeed hack someone. :( Oh, as for where I was when it happened, I was in Kamadan American Dis 2 he started mentioning it sometime before noon EST. Thanks for your time! My IGN - Shiva Eluluu

The best way to get immediate review of a situation is to contact support. They are staffed 24/7 to look into situations like you describe, and they have a means to escalate a given ticket if it requires it. Please don't rely on my being available on an around-the-clock basis but instead submit a ticket and let Support start working on the matter right away. Thank you for understanding. -- Gaile 05:40, 10 January 2010 (UTC)

Blocked for Security

HI first my refrece number is 100108-002632. This is my second questin because ive already told the supprt t hey should unblock my acc,they didnt do anything so i has ask when they finished unblock my account.Nothing happened ,so i make one more email to support i wait now since 4 days but nothing happened can you help me pls?:-) (Code=045 We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been blocked until this matter can be resolved. To restore access to this account, please contact Support and one of our representatives will assist you." I only want have my acc bac ty --The preceding unsigned comment was added by 188.98.103.239 (talk).

The ticket you have referenced is only 2 days old (not 4). Your provided access keys just yesterday. The access keys will help the team verify account ownership, but they need to time to process this ticket. It is too early to contact me about this. I ask that you wait for support to assist you. Thank you for understanding. -- Gaile 05:15, 10 January 2010 (UTC)

I regret that I am unable to read German with fluency, but it appears that you are still engaged in resolving this issue, and that the Support Team on January 22nd provided you with an address to which you can send proof of ownership for the account. I hope that it will work out for you, and if you could kindly let me know the outcome, I would appreciate it. -- Gaile 00:37, 27 January 2010 (UTC)

Account Issue

i have the same problem (as Resoraksh). my number 100108-002632 is pls let me know what you can do for me --The preceding unsigned comment was added by 188.98.103.239 (talk).

Note that this is the same person that created the #Blocked for Security section below. --Silver Edge 12:29, 10 January 2010 (UTC)

Archiving duplicate request. -- Gaile 03:53, 12 January 2010 (UTC)

Security Suggestion

A small login suggestion/and long term security?

Gaile, I fully appreciate the idea of an account character name being asked upon login. Hopefully its the first step in a long process to renew the community's faith in account security, especially with the amount of recent hack attempts. One question however-- Is it possible that the option for remembering the account email and the character name be separate? I believe that this option might better promote some safety, as saving two inputs might be a dangerous option to have. In the short run, perhaps you can make the checkbox options separate for both the email and the character name?

In the long run, I'd like to see some form of protection in the form of a pin system, similar to an teller machine (ATM). Having character names is a small step; however many of the users here have many public character names on their personal wiki pages. Since this wiki is publically accessible I'm not sure how this security question can avoid being exploited in the long run. There are tonnes of crawlers and bots that can search for this information, and IGN names are still being given out on third party sites and are usually similar (if not the same) to GW character names. Given the second form of input that you were able to implement into the login screen, I think maybe a pin number might be more appropriate. Furthermore, hopefully this pin system can be implemented with the storage box so that a further layer of security is added, especially given the amount of theft from hacked accounts. I'm not sure if this option makes for the more permutable combination (between the two security options), but certainly I hope that this isn't the last and only solution Anet is seeking.

Finally, my last concern with security comes with the ease of character deletion. Any donkey that isn't blind and is semi-literate in English can delete a character just by copying a character name alone. To me, this is very disconcerting, and appears to be a very problematic in recent times, especially with the hacker attempts. I don't know what measures Anet is taking in this aspect (or if it is even in their radar/if they are aware of this glaring security issue), but I believe that a security question should be implemented in place, so that it isn't so embarrasingly easy to do so. I'm sure many in the GW community are uncomfortable with knowing that if there is a chance of easy deletion, than all the time, money and effort inputted into a character can be erased with such ease. I know I am uncomfortable fearing the worst, all my armour and time and investment into a character can be deleted with just a simple typing of my character name.

I think most of all we'd like a good amount of faith and assurance that this type of incident is being worked on continually and being addressed. Thanks for bearing with the clumps of text, and happy New Year! --rawr 12:41, 31 December 2009

Increased security, in the current form, will address concerns such a character deletion. As we have said, the new log-in system is merely the first step, and we have many other and even better options coming in the new year. -- Gaile 20:03, 31 December 2009 (UTC)

Some ideas that might make hacking less interesting and accounts safer (I've posted there twice here, as there are multiple security suggestion chapters on this page, sorry):

• After a password has been reset, you cannot trade/drop/salvage/delete items for 24 hours. This gives players time to send in a ticket to support if they receive an email telling them that their password has been reset, and they weren't the one who reset it. Then support will lock the account within these 24 hours, so the hacker can't do anything with yuor stuff.
• Please Anet give us the option to "lock" our characters, so they cannot be deleted. Players could "lock" characters for a certain amount of time with the simple click of a button. If this time is close to expiring, simply click again. This time could be a week or a month.

This goes for GW2 as well :) Sjeng 06:38, 6 January 2010 (UTC)

I would like you to suggest these on the actual Feedback:Suggestion pages so that the Live Team can take a look. I can tell you that both of these suggestions have been made before. -- Gaile 04:03, 12 January 2010 (UTC)

Security Issue

I BEG OF YOU!

If this is even a remote possibility, Gaile, now that full disclosure is public, I am personally scared to death. Please BEG BEG BEG the NCSoft people to immediately shutdown PlayNC until they can AT A MINIMUM implement "enter old password" before changing a game password. I am one who has been fully supportive of your and NCSoft's work at closing these hack problems. If it does turn out to be an NCSoft website issue, not acting now that there is public disclosure would be REALLY bad. Happy New Year and stay sane. --ZeeWabbit 23:41, 1 January 2010 (UTC)

Zee, your suggestion occurred to me, as well. I have relayed it via email to the people who are most actively reviewing this issue. -- Gaile 01:08, 2 January 2010 (UTC)

I don't mean to stoke the fire - but how does the policy on not restoring people's items or compensating them stand if it comes to be that NCSoft itself was the source of the security breach? At least personally, I have easily invested a ballpark $300 on this franchise. If it ends up being NCSoft to blame, at the very least i expect to have my stuff restored. If my stuff cannot be restored, I would fully expect to have my $300 back because I have lost everything I worked so hard to get - Guild Wars is now getting old and I really don't want to spend another 4 years getting back to where I am now. Fred K 01:42, 2 January 2010 (UTC)

Or something significant - I know expecting something like a full refund is somewhat unreasonable, but you can see where I am coming from. Fred K 02:30, 2 January 2010 (UTC)

I'm actually worried as well esp. since I dont logg in everyday anymore. Hoping this gets resolved fully this time and that we get an authenticator/something more for GW2. Its one thing to make mistakes and quite another to repeat them.--SirBoss 02:34, 2 January 2010 (UTC)

Let me share a few details: We do not know that any accounts have been stolen through this reported security weakness. We have not confirmed if there is a weakness; we surely understand the concerns and comments, but we have not had an opportunity to test it. We made the "old password required" change as a conservative measure in the event that research does confirm a potential exploit. In other words, we took proactive measures, which I'm sure players appreciate.

We do know that the vast majority of accounts have been stolen by people who:

• Know the user name
• Know the password
• Do not change the password

This means that getting into the NCMA to access the account isn't the method of choice for the RMT account hackers who have been so active in recent weeks. Fully half of the accounts they're stealing do not have an NCMA at all.

Fred -- your account was stolen by an RMT, as you've been told. As far as we can tell, RMTs have not been involved in the reported security issue with NCMAs. -- Gaile 04:12, 2 January 2010 (UTC)

Phew, I'd better make something clear. Saying "most accounts are not being stolen this way" absolutely does not mean that we're saying "we don't believe any accounts are being stolen this way." Some forum posters seem to feel that we're capable of seeing only one boogieman at a time. Believe you me, we're capable of seeing a mass of boogiemen of all kinds. And we're actively looking for each of them!

Even if the vast majority of accounts are not being stolen through a reported weakness, we're still going to address the cause of even the smaller number of thefts, if we confirm there's an issue. I hope you can see that from the password requirement change made today. -- Gaile 04:51, 2 January 2010 (UTC)

Gaile, that is fine; I am happy to let you guys sort this all out and fix whatever problem(s) are out there. I am just saying that if it turns out that my loss was not by any means a result of my actions, NCSoft should proactively take responsibility, apologize, and makes things right. I do have faith that they will do the right thing, and I know there are some major (conspiracy) theories flying around. Who knows, maybe RMTs somehow leveraged this new found weakness? Incidentally, since I still have no conclusive and tangible explanation as to where or how my account was compromised (aside from stories of some mysterious fan site that was hacked), my ears are open to many possibilities. As always, sorry to be a pain in the butt, I just still feel like I am lacking closure on my whole situation. Fred K 10:02, 2 January 2010 (UTC)

Wouldn't it be possible to create a new account move all info to that account delete the old one and move all info to a new account with the same name as the original one? Lilondra 13:45, 2 January 2010 (UTC)

(Reset indent) Hi Gaile. Thank you SO MUCH for influencing whatever decision-makers it took to make the "enter old password" change. Given that this was accomplished on New Year's day, I, for one, believe this underscores NCSoft's and Anet's commitment to ensuring a quality game-play experience.

I know many people are skeptical but I believe you all are working hard to address these security concerns. I know it would be heartbreaking for me to have my account hacked due to something which was entirely out of my control; I think you can relate to that heartbreak and do your best to communicate the importance of such matters.

If I could be so humble, I'd like to suggest NCSoft and Anet consider, as soon as feasible, alterations that would decrease the attack surface of your gw gaming property. This list is by no means exhaustive and I'm sure both your companies and other players have many alternate and good ideas as well.

Consider: allowing highly complex passwords which include non-alphanumeric characters. Clearly, gw is capable of this (I have an unlinked account and have seen non-alphanumeric characters in your auto-generated passwords) but certain limitations with the NCSoft Master Account system are preventing their use. The longer the allowed password the better as well.

Consider: allowing the change of gw user names. I recognize this change may be complex, but it is well worth the investment ... even if technical limitations restrict the change to the format of an email address. The process of changing a username could be somewhat onerous (that is, require multiple steps or confirmations) both to discourage hackers and to acknowledge it is not expected to be performed frequently.

Consider: allowing players to place "geographical" restrictions on their valid Internet Protocol addresses (IPs). It is possible, generally, to map an IP to a geographic location. Given that I live in Massachusetts and my travel is restricted mostly to the Northeastern U.S., it would be more than reasonable to allow me to enable account restrictions to "no access from non-U.S. IPs" or "no access from outside some region (such as New England) IPs." I suspect such a change would cut down the "foreign hacker" access to many accounts rather dramatically. I am suggesting this be an account option, perhaps by opt-in only, so that it would not negatively impact players. Like changing user names, it's addition or removal could be multi-step (such as using a "click-back" email). I know this is a complex suggestion, but some creative thinking in this area could reap rewards. If you're observing a majority of hack (attempts) arrive from a particular IP region and you enable restrictions as to what accounts that region can access, it may dramatically decrease the attack surface of your property.

Finally, I'd like to encourage Anet/NCSoft to consider enabling the use of third-party security systems such as an RSA SecurID. I, along with many players to which I've spoken, would unquestioningly purchase such an addition to their account as long as the fee was reasonable. I believe I speak for many players in expressing that it is understood that highly enhanced security such as SecurID involves both special steps and additional costs. Anet has pioneered affordable MMORPG gaming and that is widely appreciated. I would pay in a heartbeat for a SecurID to keep my gw account secure.

Gaile, many of us cannot thank you enough for being our advocate. Thanks for giving up your New Year's on our behalf. --ZeeWabbit 17:18, 2 January 2010 (UTC)

I'm surprised no one has ever talked about having a secure on-line connection. I can't tell you how easy it is to hack someone's computer that just uses windows firewall on an open wireless, or ethernet connection with no other firewalls in place. If they find your IP addy through forums etc then they can easily gain full access to your system without you knowing it, and if they are good enough, they can bypass vista's user account control, disable your windows firewall, copy personal information and install keyloggers right under your nose. If you aren't using an secure internet connection, you aren't just putting your game account at risk, that would be the least of your worries. They can steal credit card accounts, if you buy stuff online, your identity and you can end up with a ruined credit history, and possibly even criminal charges against you. Having an secure connection isn't that hard to do.

First, if you are using a home broad-band connection make sure you have a router that is also a hardware firewall that has remote access disabled. If you are using an wireless router/firewall make sure it has a secure password and is encrypted. If you are using a university internet connection then ask your university how secure their connection is, and if they don't tell you then say that you want to feel safe. If the university internet isn't satisfactorily protected, again, buy a router/firewall and connect it to the university Ethernet connection. Next once your connected is routed through a hardware firewall, you need to install a software firewall that is better than windows firewall. There are many reputable free personal firewall (that has an outgoing firewall) that you can use, and one of them that I use is "Comodo Firewall". It is tricky to configure if you don't know much about computers so there are other easier ones out there like zone-alarm etc. The role that a personal firewall will have is to help prevent unauthorized programs like keyloggers from accessing the internet.

Now once you do all that your connection is as secure as it can be without using a Virtual Private Networks etc. But before you feel safe, test it using an online testing tool like a firewall tester[1]. Then run periodic and regular anti-virus scans and anti-malware scans using multiple programs. No one single anti-virus software can detect everything, so use several programs like microsoft security essentials, malware-bytes, spybot search&destroy, adaware, Avast antivirus, etc etc.

Remember, Arenanet and NCsoft can do only so much on their side and they can't do anything about client's computer's open internet connection and their virus, and malware infested hard drives. So stop complaining to arenanet and NCsoft do everything on your side so that you are secure.

So finally a couple of things that people should never ever do. Never connect your computer directly to a cable/dsl/FIOS modem without having that connection go through a router/firewall (There is so much ikyness on an open connection like anonymous pings, port probes, and opportunistic hackers wanting to gain access to the least protected computers on the internet). Never enable remote access on your router. Never leave your wireless router's password on default. Never use public wireless access to do anything that is private, and that includes university wireless internet as well (If you have the option always use an firewall protected Ethernet cable instead of wireless). Also this is just my personal pet-peeve but don't let online-technicians like geeksquad gain remote access on your computer. But if you do need your computer fixed by someone, make sure you wipe cookies, internet history, logged passwords, and any other private information from your computer before taking it in. --Lania Elderfire 18:04, 2 January 2010 (UTC)

While I can appreciate the effort of writing that wall of text, you have completely missed the point. Basic internet and account security have been discussed at length under previous subject headings. The problem here is that logging in/out of your own NCSoft master account can glitch and you end up in someone else's account, with full access, including the password reset feature. There is absolutely nothing the user can do to prevent this from happening, short of not linking their GW account to NCSoft account in the first place. And failing that, asking for a way do unlink. And no this is not just a "rumor", it has been reproduced by several people. Now, the "enter old password" feature has helped a bit as a panic fix for this particular security hole, but it still needs to be fixed for real. And yes, there should be a way to unlink as well as change the GW login email and NCSoft master account names.--Lensor (talk) 21:21, 2 January 2010 (UTC)

I think there needs to be a feature, where if someone resets your password, there is a link sent to your email to approve/disapprove this action. While it may be a headache to some, it may help against those that do get in others accounts and changes the other person's stuff. Also, the place involved would need to investigate to work on getting this from happening. They need to find the errors that is causing it to happen and stop these things from happening. -- riyen ♥ 21:28, 2 January 2010 (UTC)

Like I have and Gaile have said, the NCMA does not appear to be the main point at which hackers gain access despite all the "reports" that claim that their NCMA account was hacked. Most people including me do not know what is happening, and yes I have never ever seen or directly heard of a specific case where someone gained access to someone else's account, so spreading this as if it were fact is damaging to the efforts to combat hacking. I also have never seen any official emails from NCsoft about security holes with the NCMA and no I don't think there is some strange conspiracies going on with NCsoft. The only people who knows how the hackers are gaining access and to see if the NCMA really is a security threat is the people at NCsoft. Even though people don't like it, most of the account hacking takes place because people are careless with their password, account names, and internet security; and most people only think their computer is secure but in reality it is not. So please, stop spreading these "faux facts" (As Gaile has also said) as if they are tested and true all over the net. --Lania Elderfire 00:06, 3 January 2010 (UTC)

Also another thing that is happening on the web is that the volume of malicious code has increased exponentially in 2008 and 2009, and the number of credit card theft and identity theft has also dramatically increased. Guildwars and AION isn't the only thing getting hacked this holiday season, but also a lot of credit and identity theft have been happening too. So basically hacking in general are on the rise and it isn't isolated to games.--Lania Elderfire 00:27, 3 January 2010 (UTC)

Unlike most here I'm not at all worried that my random tat will get stolen from my GuildWars account. That'll just be annoying. NCsoft has my credit card info. I've hit the "remove" button and are praying that it'll do what it says on it. It'll be a long time 'till I hand over my credit card info to NCsoft again. 01:37, 3 January 2010 (UTC)

(Reset indent) I've updated this evening with new info about security enhancements to the NCsoft Master Account system. I think you'll agree that the changes are good news. We are looking into the matter and are taking security concerns very seriously, as proved by the swift additional security measures put in place even before establishing that there genuinely was an issue. We knew that players would prefer an increased level of security in the event the reports were accurate. In the update above, I asked anyone who personally has experienced the "switching NCMAs" issue to get in touch with me, so we can use their report as part of our research. -- Gaile 03:50, 3 January 2010 (UTC)

Oh and Zee -- every one of your suggestions is one I've put forth myself in the past. :) I would love for us to have some of those features in place; I am hopeful we will see them in the future! -- Gaile 05:54, 3 January 2010 (UTC)

"Consider: allowing the change of gw user names." YES PLEASE! I no longer have access to the email I originally used, and losing my ability to change it after adding the PlayNC account has always worried me. I have some programming/database experience and this shouldn't be a complex fix AT ALL. Assuming your database programmer had even the slightest clue what he was doing (and for an MMO, I would certainly hope so) items in database tables should use UIDs. This means that the actual string "myemail@site.com" is only stored once or twice. It's simple enough to replace this and would cause negligible stress on the stack - and even less if you restricted changes to once a month.--72.189.31.85 19:44, 13 January 2010 (UTC)

An informal complaint

(I feel like bugging you about something)

Currently, the Wiki's documentation of the skills pooled in the Codex Arena is rather sadface. Logging in and out and in and out ad nauseam (and daily) is quite a hassle and rather exhaustive. I'd like to ask two things:

1. For the sake of documenting the daily skills, would our using of bots be allowed? (i.e. If we were permabanned for botting, how well would our appeal of "we were using the bots to document the game" work?)
2. If we aren't allowed to use bots, will you please take a look at this?

Thanks in advance.--RIDDLE 02:12, 5 January 2010 (UTC)

It was mentioned to Joe a little while back. (here) He might have forgotten by now, but it would be a nice feature. Not sure what you mean about using a bot to do it. — PmaN  07:18, 5 January 2010 (UTC)

Using macros to collect information has been previously, at the very least, ignored. As long as the "bot" were not running on its own and actually playing the game, it is probably safe to assume ANet would see no reason to ban anyone using such a program. My only question is how you plan to use a bot to do this. Creating bitmaps of every skill in the game and checking for their exact locations would be excessively tedious, and, as Poke has pointed out before, examining the data being transferred between your computer and the server would require massive amounts of research. ··· Danny Pew Pew

The easiest solution seems to be having all the skills show up in the skill window as Joe suggested. It would also be nice if they appeared on the site in some way, possibly like the challenge missions. — PmaN  17:17, 5 January 2010 (UTC)

Danny: Why I'm asking is that I'd hate for someone to take the time to develop the bot, only to get their accout permabanned. --RIDDLE 17:20, 5 January 2010 (UTC)

Well, I'm sure they'd reserve the right to kittenstomp your account at any time for any reason, but I'm also sure they're not going to go out of their way to ban anyone doing such a thing, particularly since they're slow to even do anything about other bots. If anyone actually takes the time to right up such a bot, I'd be more than happy to use/risk one of my accounts to run it. I could even set it up as a task so I'd never have to actually do a single thing. ··· Danny Pew Pew 17:17, 6 January 2010 (UTC)

Phishing Attempt: Aion

I received a phishing email from "NCsoft" concerning my Aion account (which doesn't even exist). Does NCSoft have a department to deal with phishing emails, or should I just send in a support ticket? Jink 15:18, 7 January 2010 (UTC)

Oh yes, please do send in a support ticket as soon as you can. We actively watch for phisherpersons daily, and work on closing sites, when we are able. The chances are the Support Team is already aware of the phishing attempt, but it's better to hear about it twice than not at all! -- Gaile 20:58, 7 January 2010 (UTC)

Gaile I'd like to second that I too have recieved such an email. I did not even open it for fear doing so would cause a security breach (but the title has been screen-shot). I do not have any such Aion account. To whom should I notify about this (and is it even worth it since I refuse to put myself at risk by opening the email in the first place)? If I had to guess the contents of the said email would be exactly like what has been reported here: http://www.guildwarsguru.com/forum/account-hacked-spam-emails-t10420224.html?s=aacf525b6cf9f988b12249fdf5f20ce6&

This is concerning to me, that a phisher would just happen to know that I do play an NCSOFT game (guild wars) and send such a spoof email regarding another NCSOFT game to *one* of my email accounts. Is there some sort of security breach we should be concerned about? How did this person obtain my email address? Aranel Selari 00:58, 8 January 2010 (UTC)

All teams associated with NCsoft games are aware of these phishing attempts. They're poorly written and the link obviously is bogus. Just mouseover it and you'll see it going to a misspelled site created to fool people who are careless about following email links. Which gives me an opportunity to pass along a bit of wisdom originally taught me by Mike O'Brien and Patrick Wyatt of ArenaNet: Never follow a link in an email without making sure it goes precisely where it says it goes. Better still, Patrick suggested copy and paste the email address into an email, rather than clicking a link. (If you did that with the phishing attempt, you'd end up on the NCsoft site -- all is well. If you click that link, you'd end up on the would-be hackers site -- all is decidedly not well with that!)

Anyway, there's is a lot of phishing going on these days. About the time you were posting these messages, I personally received an email allegedly from another game company demanding that I click the link to update my non-existent game account or *gasp* they would close the account I don't own! :)

Trust me, I'm not making light of these attempts, but I want to point out that (1) the phishers generally do not know whether you have such-and-such an account, they're just shooting in the dark and (2) everyone will be super cautious with all emails and exercise great care with embedded links! -- Gaile 03:16, 8 January 2010 (UTC)

I just got another phishing attempt for the same nonexistent account. Proof, I'd say, that the individuals and companies really know nothing about you, they just have an email address and they spam millions of people hoping for a gullible "hit" to their nasty link. Keep yourself safe guys. -- Gaile 06:47, 8 January 2010 (UTC)

Hi again Gaile. Despite constantly marking emails as spam, I keep getting them -- which are now claiming they come from NCSOFT entitled "NCSOFT security risks on your account. Open Immediately." I'm not fooled of course, but if these emails continue i'm sure there will be plenty of unlucky people opening these things. Is there any way some general warning or announcement could be made so that the general public is aware to be more cautious?Aranel Selari 13:14, 12 January 2010 (UTC)

I have gotten about one a day from "NCsoft" myself. :( You make a good point. I think there's a concern that we'll cause problems with too much "hype" or panic about the problem (for instance, make people skeptical of actual ticket responses :) ) but there's also a risk in saying too little. I have a meeting with security and website folks tomorrow -- I will ask them about this at that time. -- Gaile 21:01, 14 January 2010 (UTC)

Actually, I went ahead and sent an email today to learn what our communication plans are for this situation. I believe that most of the phishing attempts are patently fake, and I trust that just about no one playing an on-line game is going to fall victim to them, but obviously, some folks do. :( I will provide more info in the future, if it's possible to do so. -- Gaile 23:08, 14 January 2010 (UTC)

Code 045

Hello Gaile, Nudge Reference #100104-000426 ,hope you had a great christmas and your year started well.Durga Dido 05:46, 5 January 2010 (UTC)

Please read this thread for guidelines on requesting my assistance. This ticket is far too new to request my involvement. -- Gaile 06:45, 6 January 2010 (UTC)

I just checked the ticket again and it is still in the queue, so since it's been sufficient time I sent a follow-up this evening. Please allow at least a couple of days for a response, but I believe you will receive one sooner. -- Gaile 03:52, 13 January 2010 (UTC)

Thank You, have a nice day.Durga Dido 22:25, 13 January 2010 (UTC)

Oh cool! I am looking at the ticket and it appears that all is well. Can you confirm you're back in the game? -- Gaile 23:09, 14 January 2010 (UTC)

Late but still,Yes im in.Durga Dido 17:30, 20 January 2010 (UTC)

Thank goodness! Thank you for letting me know, and thank you, also, for your very kind patience. -- Gaile 02:19, 21 January 2010 (UTC)

Hacked Account + Bann

First of all sorry for my poor english.

One week later I was trying to log into gw and I saw that my account was banned for buy/sell gold....my last login was 2 days before that for see the metagame(I see 1 gvg), the next last login was in halloween (I'm playing AION) and NO RESPONSE from NcSoft support.

Last Sunday my Ncsoft account + AION was hacked, and someone's is "botting" with my char (lvl grow up....) and no response. Also I want to tell that my passwords are uniques, I don't use for email, webs, etc...and I've got antivirus,antispyware, etc... and no malicious software found on my pc (I'm a System Administrator and I've got more security than a "simple user")

hacked account ticket: 100103-001973 Gw bann ticket : 091229-003430

I only want a response ,isn't normal that masive hacked accounts and take a long time from the support for check the info (email,birth date,keys,etc...) reset one password (5 min max for user). Thanks for you attention.

It's distressing to see someone state that a ticket can take "5 min max" to resolve. Honestly, you probably do not realize what it take to resolve a ticket, especially when you look at the verification process that the team has to take to establish account ownership. You currently have two unresolved tickets with the Support Team; please update those tickets to ask the team for the status. In at least one case, the ticket is still new enough that it is working its way to senior staff and I cannot and should not get into the flow of that. If you have not heard by Friday, please let me know. Please read this thread for guidelines on when to contact me for assistance. -- Gaile 06:44, 6 January 2010 (UTC)

Thanks for all I recover my account, no problems with aion account but I lose some objects on Gw....other question, one friend account was hacked about 2/3 weeks ago and no response, his ticket: 091226-002269 thanks & sorry for the issues. -- Vamp

The team is just back from holidays, and it is taking a bit of time to address all the tickets that came in while we were at reduced strength. If your friend is still having issues at the end of Monday, he can get in touch with me (if this is regarding a Guild Wars account). I do need to ask for a few more days to let the team catch up. Thank you. -- Gaile 20:41, 7 January 2010 (UTC)

End Monday and still no response for my friend, he got hacked his NcSoft + GuildWars + Aion accounts, like me. Vamp 23:32, 11 January 2010 (UTC)

Yes, that ticket is still unanswered. (But it's less than 2 weeks old, not 2-3 weeks old. :) ) I have asked our (Spanish-speaking) team lead to take a look. He is very busy, but I know he'll do the best he can to help your friend soon. -- Gaile 00:57, 12 January 2010 (UTC)

(Reset indent) Following up on all the tickets referenced in this thread, I believe all have been resolved. Please let me know if that is not the case and I will see what I can do to help. -- Gaile 03:56, 13 January 2010 (UTC)

Botting

In case you weren't aware, some players in the pvp side of Guild Wars have figured out how to tamper with a .dll file in the GW folder allowing for an ultimate interrupt bot that can easily interrupt 1/4 sec casts, takes notice of fast casts, and can apply this accross a field of 8 opponents. This has been a problem for awhile, however recently a guide on how to make this bot was posted on a popular pvp fan forum, for obvious reasons I won't post which one, however suffice it to say this will become a fairly large problem if not addressed soon. Please pass along this information to whoever it concerns. --Dim 06:20, 6 January 2010 (UTC)

It was posted on teamquitter, and that thread has all ready been linked on Regina's page. --RIDDLE 06:22, 6 January 2010 (UTC)

Posted just three threads above, no? I really don't know if this is a "Support Issue," per se, and I can tell you that I have relayed concerns to other Live Team members, so I think it's safe to say we're well aware of the issue. -- Gaile 06:39, 6 January 2010 (UTC)

Out of curiosity, do you guys think it's funny at all? I thought it was hilarious. Karate Jesus 19:57, 6 January 2010 (UTC)

I find it sad. Needs moar to be funny. ANet might consider hiring these guys, though. Rose Of Kali 20:00, 6 January 2010 (UTC)

I'm just impressed at the amount of work that must've gone into it. ··· Danny Pew Pew 20:01, 6 January 2010 (UTC)

Do these botters deserve to be banned? Loves to Sync 21:53, 7 January 2010 (UTC)

Anet doesn't like rebellion and considering that I counted just short of 30 spike/interrupt bots in obs today, I have a feeling they're going to do something. I think it's great that they're finally getting heard, but I wish it didn't take this in order for it to happen. Karate Jesus 21:42, 8 January 2010 (UTC)

Reset Password

Good Evening Gaile, A couple of months ago a friend of mine stopped playing Guild Wars but got interest in it again recently. When he tried logging in he noticed that he forgot his password, so he used the reset password function. After 24 hours he still haven't received the new password. --MageMontu 20:51, 7 January 2010 (UTC)

Hi MM. Please ask your friend to contact support and they will be happy to help him. -- Gaile 20:53, 7 January 2010 (UTC)

Filled a ticket for him but he's kinda impatient because he wanted to play this evening. Guess will have to wait. Thanks for your help ^^ --MageMontu 20:55, 7 January 2010 (UTC)

MM -- I'm confused. I thought when you reset, you reset. I didn't think you waited for an email. *ponder* I do recognize there are several processes, like unlinked accounts, linked accounts reset through the NCMA, linked accounts reset through the game client, etc. So I'm probably mistaken and he's right to be waiting. Certainly Support can assist your friend and will have all the info! -- Gaile 21:03, 7 January 2010 (UTC)

Usually when you request a reset, you receive an email with the new password but he never received it. He requested the change yesterday at around 20:30 (it's 22:10 at the moment) --MageMontu 21:08, 7 January 2010 (UTC)

Doh, shows what I know! *blush* Thanks for letting me know, and get back with me if there's any problem -- it just takes a bit of time for Support to have an opportunity to respond. :) -- Gaile 22:00, 7 January 2010 (UTC)

Same thign happened to me, i entered in my email to get a new password and never got anything --adrin 03:01, 8 January 2010 (UTC)

Ok, thanks for that report, too. Did you file a ticket? Would either of you (Adrin, MM) be able to send me three pieces of info via email to SupportLiaison@Arena.Net? I need to know:

• User name
• Date of password reset request
• Time of password reset request (and time zone)

I hope it's not a nuisance to remember those things or send a brief email. But you see, when I route it to the team, if they have those details they can check the account and see what happened on the back end that caused the failure. Anyone else who has experienced the same issue is also invited to send me an email. Thanks a bunch. -- Gaile 03:07, 8 January 2010 (UTC)

It was like a week ago, and i didnt file a support ticket. i can try to replicate the problem again though and record the time if that would help? --adrin 03:13, 8 January 2010 (UTC)

Since it happened to you, and it may be related to something specific to certain accounts, I'd certainly be grateful if you test it and let me know. I will look forward to hearing the results, and thanks again. -- Gaile 03:17, 8 January 2010 (UTC)

I've did it twice, I filled it 2 days ago and another yesterday. Submitted a ticket aswell yesterday when I requested the reset. --MageMontu 11:00, 8 January 2010 (UTC)

Could I get those incident numbers? I can then send them over to the team for investigation. I can describe the situation, but they'll get more valuable info in the tickets, I feel. Thank you. -- Gaile 21:39, 8 January 2010 (UTC)

I think I misinterpreted myself. I only submitted 1 ticket and requested a password reset twice through the log-in screen function. Anyway the ticket number is 100107-003335. I've attached digital photos of the game keys to the ticket as well if that helps =) --MageMontu 21:52, 8 January 2010 (UTC)

Tried resetting my password about an hour ago and still haven't received an email with a new password, even though I did browse through a lovely bunch of spam mail just to make sure. Yes, I know I'm supposed to wait for 24 hours, but honestly taking more than 5-10 mins to simply reset a password seems rather arbitrary to me. Too bad that you can't reset your GW password through your NCMA without using your old password anymore. *wink* :) Buttermilk 22:47, 8 January 2010 (UTC)

Same here. Tried to reset but only got an email saying that someone reset it. (Me) After that I could not get it to send another mail. Done25 17:18, 9 January 2010 (UTC)

I have had the same experience, I tried resetting my password via the Password Reset link in GW a week ago, never received an email. Tried again two days ago and still have not received anything. Submitted a ticket to Support in the evening (mtn time) on 1/7/10 and have not heard anything.

Finally! Got a response from Support and got my password reset. Yay! 8 pm, MTN time, 1/9/10

I've submitted a ticket 2 days ago, still haven't heard anything. --MageMontu 21:01, 9 January 2010 (UTC)

(Reset indent) Hi. It's the weekend now and although I sent an email last evening, I do not expect a response until Monday because I sent it out pretty late. Here's what I think is happening: Some people are having difficulty resetting their game password because they are using the in-game "password reset" function even when their game account is linked to an NCsoft Master Account (NCMA). I believe that to enhance account security, some changes were made in password functionality. (I also believe that this may not be clear to players, so I've asked that we consider updating our instructions and our prompts in the near future). My understanding is: Anyone who has an NCMA should make the game password change from the NCMA dashboard rather than using the in-game system. If you're not sure if you have an NCMA, you can try to reset from within the NCMA, and of course feel free to ask for help from support.

I hope that you will try this and let me know if you are successful. If you have an NCMA, try to change your game account password within the NCMA, then try logging into the game with the new password, and let me know if it works. Thanks a lot. -- Gaile 05:03, 10 January 2010 (UTC)

I'm not sure if it's possible to reset the game password through the NCMA, at least I didn't see it. --MageMontu 07:47, 10 January 2010 (UTC)

Since the 'Reset password' option in the game client doesn't work for people with an NCMA, and the NCMA password change requires your current password, it is currently impossible (or atleast rather difficult) for people with an NCMA to reset their passwords for Guild Wars without contacting support. I suppose the recent change to the NCMA password change is somewhat of a double-edged sword... We're awfully lucky aren't we? I trust that it'll be fixed relatively soon. :) Buttermilk 18:25, 10 January 2010 (UTC)

The problem you describe should apply to a very small number of players, no? If you know your game password -- and most people do -- then you can change your game password through the NCMA. If you don't know your game password or your NCMA password, then yes, you need to contact Support. But if you're in your NCMA, you can switch passwords after inputting the old password (as account ownership security) and then choosing a new password.

This new system was put in place to prevent account thefts; it was the direct result of concerns that players expressed about allowing a password change without input of the existing password. Some felt the process was risky and, in examination, we felt that strengthening the requirements would be a good thing. Now, if someone gets into your NCMA, they cannot simply change the game password, they need to know the game password to do it. This is good, I think. (This is not uncommon; I experienced it myself when I did a password change on an unrelated site last week.)

I will be happy to let the team know if there are genuine problems with the system, of course. Please let me know if I am misstating or misunderstanding the process. In the meantime, there is a significant queue of support tickets; apparently quite a few people don't remember their passwords. With our regrets, that means that it may take longer for you to get assistance from an agent. Thanks. -- Gaile 20:40, 10 January 2010 (UTC)

I didn't want to pull info out of the air, so I just tested. I entered my NCsoft Master Account using the NCMA credentials. On the right is a column that shows my game accounts. I chose the game account in question, and that pulled up a screen that offered three choices: Change Password, Upgrade Account, Download PC Client. On that screen, you input your existing game password, right? Then you input your new password and duplicate it for confirmation. Remember that you cannot use symbols through NCsoft and that there's a specific password length for passwords set through NCMAs that is different than that allowed by Guild Wars itself. (We have asked for a change that will make this consistent between game and NCMAs, but as you can imagine, right now that's a somewhat lower priority than getting people immediate help with their accounts.) Anyway, if you follow those parameters, aren't you able to reset through the NCMA? -- Gaile 21:26, 10 January 2010 (UTC)

So, not to drive you guys nuts with TMI... ;) There is a difference between "reset" and "change" for passwords. Those with NCMAs currently cannot reset (from the log-in screen); they must reset through the NCsoft Master Account. But those with NCMAs can change the password, after they log into the game account, as I described above. I think this is a good feature. It presents someone from randomly resetting your password and generating an alarming email for a reset that you did not request. It puts an extra layer of security over the account, as intended.

Please let me know if this is unclear, if you have further questions, or if I'm barking up the wrong tree. :) -- Gaile 21:56, 10 January 2010 (UTC)

Hi Gaile. No worries, you're on the right track. :) The thing is, while it is quite possible for me to change my password through the NCMA as well as the game client, it is not possible to "reset" it. And yes, the recent change to the NCMA system of changing account passwords is good. But while it has gotten more secure, it is no longer possible to "reset" a password (as in not remembering your password). I'm hoping (and I included this in my support ticket) that the password reset for NCMAs will be offered once more (in the game client at least), so that in the future the support team and I can save some time, since I would no longer have to contact them every time I need my password reset. If possible, simply having a new password sent in an email would be much easier, just like in the good old days where you could simply type in your game account email in the game client and have your password reset instantly (and receive it in an email). What I'm saying is: 1. Recent changes to NCMA password "change"=good. 2. No way of "resetting" your password without contacting support=bad. :) Buttermilk 12:04, 11 January 2010 (UTC)

I see that the knowledge base Q&As regarding resetting/changing passwords were updated, and it does say that one should contact support for a password reset if you've got an NCMA. Yay for a great support team! :) (Even though I'm hoping for other options in the future) Buttermilk 16:42, 11 January 2010 (UTC)

Yep, yep. You can't reset, but you can change once logged on. I've asked if we can message that. For example, if we can detect that the account is linked (and I don't see why we couldn't), then say, "This game account is linked to an NCsoft Master Account. Please access your NCMA and reset your password there, or enter your game account now and change the password from within the game." I think that messaging would be very helpful. Do you agree? -- Gaile 23:56, 11 January 2010 (UTC)

Yes, that would be extremely helpful. As it is now, it says you have to wait for 24 hours before contacting support, so I guess changing the message would've saved me a day's wait at least. :) Buttermilk 13:24, 12 January 2010 (UTC)

I still can't understand why a normal password reset for ONLY the game account and NOT the NCMA can't be done. --MageMontu 14:28, 12 January 2010 (UTC)

I believe the improved messaging will be going live very soon. Thanks for your input on the changes. :) -- Gaile 04:00, 13 January 2010 (UTC)

Gaile, is it possible that you take a look at ticket 100107-003335 as I haven't heard anything from support for over three days. Thanks. --MageMontu 08:11, 14 January 2010 (UTC)

No worries, recieved an answer today and the problem has been solved. Thanks :-) --MageMontu 08:49, 15 January 2010 (UTC)

Problem

→ moved from Feedback_talk:Gaile_Gray

Hi i have a problem i wait now for 4 weeks for any message from support because i have a problem. when i want loog in guildwars i read this

We have detected that your account may have been accessed by an unauthorized individual. For your security, further access to the account has been blocked until this matter can be resolved. To restore access to this account, please contact Support and one of our representatives will assist you.

What can i do i dont want to wait any longer :-( pls help me --The preceding unsigned comment was added by 188.98.103.239 (talk).

Post your support ticket number. --Silver Edge 13:33, 9 January 2010 (UTC)

How to find the number? --The preceding unsigned comment was added by 188.98.103.239 (talk).

It should be in the subject of the email you received back from support. -- FreedomBound 14:42, 9 January 2010 (UTC)

Im from germany so it wont help you alot. I became an e-mail from guildwars but it was in Taiwan or something like this :S I only can read my email adress and some letters and a link Guildwars.tawainnc.com or like this

That does not look like a valid adres to me...is it not a scam mail? Watch out! German: Das sieht ja nicht aus wie eine legitimierte adresse vom Guild wars. Pass auf! Didis 21:21, 9 January 2010 (UTC)

"Guild Wars" <account@guildwars.com> this is the adrees ty for translation but i dont need i understand english well^^

You need to speak to the Support Team. Please send an email to Support@GuildWars.com and let them help you. -- Gaile 05:20, 10 January 2010 (UTC)

GWMulti-Launcher

Hey Gaile,

I wanted to ask if the use of GWML is legal, it makes it possible to launch multiple GW instances on 1 computer.

This is what the "developer" said it does (source): "The only change to installation is that it sets the gw registry path to the instance that is currently launching."

I've used it already since it doesn't alter the GW.dat or the GW.exe file and because launching a second instance of GW doesn't work with the NCSoft Launcher, wich gave/gives me the impression that launching multiple instances of any of the NCSoft games is O.K.

So if it only does what he says it does, is it legal then? Just wanna be sure. -- Qaletaqa Hania 18:46, 9 January 2010 (UTC)

I wrote about this to support a few months ago. I was asked for a link to the thread, and a description of how it worked and how I planned to use it. In the end, I was told it was not a bannable offense to use the program.--Pyron Sy 19:26, 9 January 2010 (UTC)

Sweet! I kept wanting to ask the same thing, but forgot every time I made it to Gaile's page. ^_^ Rose Of Kali 21:07, 9 January 2010 (UTC)

I think you can find a fairly comprehensive answer from Gaile on this here. It is a question that has come up repeatedly. @ Rose... WUT? lol check out the link. -- Wyn talk 21:10, 9 January 2010 (UTC)

Um... I don't recall anything ever being said specifically about GW Multi-Launch, that was about GWX2, and was still very generic and roundabout. So I'm glad Pyron got a specific answer about the program I happen to specifically use. WUT? Rose Of Kali 00:17, 10 January 2010 (UTC)

(Reset indent) Please do not ask the Guild Wars, ArenaNet, or NCsoft Team to review and approve third-party programs. We are unwilling to expose our community to the risks that would be inherent in doing so. This means we seldom can say, "Yes, it's fine to use [that program]" although we might occasionally be in a position to say, "Be especially careful of [that other program]." We certainly sometimes can and do say, "That third party 'utility' or 'mod' is a hack and your account is terminated" or "...and it was through its use that your account was stolen."

Because third-party programs so often result in support issues, I've had occasion to address third-party programs in the past. All of us on the Live Team feel the following clearly states our position regarding multi-account programs: "We do not support the use of third-party programs for Guild Wars. This includes programs that allow a player to simultaneously play multiple Guild Wars accounts on a single computer. However, we do not take action against those who do so as long as they do not engage in cheats, exploits, or other breaches of the User Agreement or Rules of Conduct. Keep in mind that the use of third-party programs is strongly discouraged and we cannot offer support if you develop problems as a result of their use." -- Gaile 05:37, 10 January 2010 (UTC)

Thanks for that clarification, Gaile. It has still been a matter of some conjecture in recent times. There are a number of "Multi-loaders" out there, and how they perform the task is always a worry, and whether or not they changes the client in any way is always of some concern. However, the "Guildwarsmagic" multiloader does not. It is simply started prior to opening a second or more account (number of accounts that can be opened is only governed by the power of the PC), once the login screen appears, the Multiloader can be closed until needed again, prior the entry into the game. Blaze 10:48, 11 January 2010 (UTC)

Thanks, Gaile. Thus, the next logical step is to ask the GW team to make an "official" GW multi-launcher, so that we don't need to worry anymore... I already made this suggestion for GW2 in the feedback portal. Should I do the same for GW1? Considering the plethora of third party programs that already do this, it shouldn't be too difficult to make one, and we all know that the demand is quite large. I know everyone is going to laugh and flame if you charge $5 for it, but why not? It would then be up to the players to use a "risky" free one, or to use a "safe" official one. The reason I even mentioned payment is because GW1 is now on a very limited budget as is, with the main financial and developmental focus being on GW2, so at least this would be an incentive to actually do it. I wouln't pay more than $5 for it, though. Rose Of Kali 18:09, 11 January 2010 (UTC)

Wouldn't explicit permission to play with two characters at once be against the whole team-play ideal of Guild Wars? I'm not sure I can see why they'd make one, between that and having so many problems and GW2 to work on.

Then again, I don't understand the motivation for even having more than one account to begin with, much less playing two at once, so I could be way off the mark. --Kyoshi (Talk) 23:50, 11 January 2010 (UTC)

Quite right in what you say, but only to a point. Multiple accounts mean extra storage and the multi-loaders allow you to swap between characters without the risky business of using a third party player to trade though. True, extra slots are a much better alternative, but considering this can only be done by opening a PlayNC Master account, this is not something that many players will do. So the use of a multiloader is the best alternative. My gaming desk has three computers on it, so I don't have the problem, but not too many people have that sort of setup available. I think an Arenanet based multi-loader is an awesome idea. Blaze 10:39, 15 January 2010 (UTC)

Account Issue

Gaile. My account information was changed and i didnt do it. But it was because some one else made a ticket and a gm accidently reset my password and sent my information to him. I was in contact with person who recived and and they forwarded the email to me. which the new password didnt work. So i set up a gm ticket and got a fast response from accoun support steve i think, saying that he made a mistake and the password sent to that email is now invalid. But ive reset the password a few times now and i havent recieved any email, ive made another ticket with support@ncsoft as well and support@guildwars.com also. and still no response. im very conscerned i can forward you all the emails and such. But i would like to know if there is any way you can help me with this issue. again its been very Nerv wracking and scary. Im not sure exactly how to state who i am. (the time is 8:20Pm tuesday estern USA) idk i have to register with Wiki or not but i need some dire assistance if there was an email i could foward the emails from the support teams to you or something. < The Crystal War

Well, first of all, if you're making several tickets, that's only going to confuse the issue. It will take some time to merge those tickets and move forward with a resolution. We have had one known issue of a mis-sent email. Basically, if yours is a legitimate claim, I will try to help. What are your incident numbers? -- Gaile 01:29, 13 January 2010 (UTC)

091202-000098 is one of them that is long since ive been using it and this came up so i reported it via the response area. this is another 100113-000178. 100112-003877 this is the third that involves the fact i dont remeber My plaync info Hope this assists you. As well i forwarded the main ticket and email that the other player sent to me letting me know my info was sent to him. I forwarded it to SupportLiaison@Arena.Net. which should 100% confirm my claim. this is in reguards to the note made at bottom of the page From KJ i also posted on the Guru thread again like i said me and the other player have had contact over emails and MSN messenger to help dismiss the confusion and fear. if you need to confirm it with him as well go ahead. but like i said i sent a copy of the main ticket along with his email.

I have pinged two team leads to look at the tickets. One of the tickets did not come from the account in question, so I'm a bit confused about this. However, the team will have the full records and will be able to sort this out, I'm sure. Please allow a few days for them to research all the tickets and issues and get back to you. -- Gaile 04:16, 13 January 2010 (UTC)

Thank you, as for the one with out the account in question. im not sure what you mean. But this all could be a simple fix if they would send my my NCsoft Information since i have completley forgoten it which one of those report #'s is about getting that back i think..

Maybe you ought to call the NCsoft office and sort this out. You can find contact information above. You've forwarded the email (which did not result in threat to the one game account) on three different tickets, and from what I can tell, one of the tickets isn't even related to the account that was involved. (They let you know they'll help the player directly on that ticket because, again, that account has no connection with the issue.) And please remember, they will need to be sure that any information they give is given only to the person who owns the account.

If I'm confused, they're probably confused, too. Please contact the team directly. -- Gaile 23:19, 14 January 2010 (UTC)

Ticket records indicate that this issue was fully resolved on January 21st, so I will archive this thread now. -- Gaile 00:47, 27 January 2010 (UTC)

How about seven days?

Hello are seven days enough time for me to expect to get my account back,I filled a ticket with your support team Reference #100104-000426.As a new years gift I got a account lock ,which is pretty cool,but im more into getting hand sewn sweaters and underwear.I asked for help earlier this week but someone didn't think I needed help.If you can not help me and I need to instead wait for a month I can understand,your company being so big and such.Durga Dido 18:34, 10 January 2010 (UTC)

I see that you and Support discussed this on the 10th (the day you made this post) and I believe you will get a response very soon. If you have not heard by the end of business on Thursday, please let me know. -- Gaile 06:32, 11 January 2010 (UTC)

My review of ticket records turned up the fact that this issue was fully resolved on January 13th, so I will archive this thread now. -- Gaile 00:50, 27 January 2010 (UTC)

Account Issue

Hi Gaile, I'm probably being a tad bit impatient here but I sent in a support ticket on the 8th January [Incident: 100107-003449] as I am unable to log into my account, been checking my inbox pretty much everyday and today I receive an e-mail from NCSoft asking to do a survey to evaluate the service, when they haven't resolved my ticket so technically no service. I'm pretty much in a tight spot as I can't just dig out my Access Keys (My Game Boxes are stored away in the deepest darkest depths of a cupboard in my room somewhere). From what I can tell my account hasn't been compromised in anyway which is a good thing, so if you could look into it, it'd be appreciated :) AlmightyEis 00:13, 12 January 2010 (UTC)

I can see the ticket was escalated to an agent on a higher level, but that you've not heard back yet. The thing is, the queues are much longer than normal, for reasons I mentioned above in my recent update. Please forgive the delay and check back with me in a couple more full business days, if that proves necessary.

I want to thank you for letting me know about the survey. I think it's pretty bizarre to ask "How did we do?" when we didn't do anything! :) I suspect the system needs a tweak, or maybe just your ticket was somehow mis-flagged to get the survey too early. But I appreciate you pointing it out and I have written to the director of the support teams to ask him about the surveys. -- Gaile 01:07, 12 January 2010 (UTC)

Hi again. I checked into the survey, and the team theorizes that you were active in another support thread and that kicked out the survey in relation to that one. For instance, if you start a second thread -- and here's another reason I say "don't do that" ;) -- and if the threads are merged, you may be sent a survey after XX days in relation to that second, closed thread. Please ignore the survey, and if you could, let me know if you get a survey in relation to the actual resolution of the issue. Thanks! -- Gaile 22:22, 12 January 2010 (UTC)

Welp, I did pursue this, and the ticket was accidentally placed in the wrong queue. A team member moved it over and I anticipate you'll get a response real soon. Why don't you let me know if you haven't heard by, say, close of day on Thursday (US time)? Thanks again for your patience and understanding. -- Gaile 04:07, 13 January 2010 (UTC)

In checking the ticket, the team has asked for a bit of information so that they can help you. If you could update with that info, I'm sure they'll proceed as quickly as they are able. -- Gaile 23:11, 14 January 2010 (UTC)

As of today, January 26th, you had not responded to the support team's request for information. I am sure they are ready, willing, and able to help you, if you would kindly respond to the email they sent (which would simply be a repeat of the update they made in your support ticket) on January 12th. -- Gaile 00:53, 27 January 2010 (UTC)

Account Info Revealed?

Person on Guru receiving a different player's account information

Here's the thread. They were asking that this be posted to you. I don't know if you'll be able to contact the original poster to get more information, but I'll let them know that you'll probably need it. Karate Jesus 17:30, 12 January 2010 (UTC)

Thanks, KJ. Regina posted and asked the OP to write me at my SupportLiaison@Arena.Net address, so that I can follow up on this. We definitely will look into this situation, but right now I don't have enough info to do so. I await an email from the player in question. -- Gaile 22:24, 12 January 2010 (UTC)

I heard from the OP in that thread a short while ago, and I've already forwarded all the info he sent me to Security and members of several other teams. We're on the case! -- Gaile 23:50, 12 January 2010 (UTC)

Thanks, Gaile. I knew you guys would take care of this quickly. Karate Jesus 00:02, 13 January 2010 (UTC)

Here's the wrap-up on this, which I'm sure will be a relief to everyone. I'm emailing the OP of the thread as follows:

Several team members looked into this situation right away. What happened was simply human error, an error that was immediately fixed. Account information was provided to you in error, it’s true, but the instant that happened, the agent changed the account credentials again so that it voided the info that he had sent out. This means there wasn’t a risk that the other player’s account would be subject to unauthorized access.

We’re very sorry for the situation, and the team has a heightened awareness of the care needed when responding to tickets and, of course, how to react in a way that eliminates the possibility of harm in the unlikely event that such a situation should arise again. -- Gaile 01:06, 13 January 2010 (UTC)

Mistakes happen and all that, but this whole situation still leaves a couple of (imo) important questions regarding NCSoft support routines.

1) Did NCSoft themselves inform the person whose account info was sent to the wrong person about the mistake, or did he only hear it from the receiver of said information?

2) Seeing how that person now has his (unchangeable) account name compromised through an NCSoft mistake, is NCSoft going to take steps to re-secure the account?

3) Was there an automatic alert about the mistake, or did the support agent have to discover it "manually"? If the latter, has there been other mistakes that were discovered later or maybe not at all?

4) How is it even physically possible to send the account information to the wrong person? I always imagined support having a computer based ticket system where the agent does not make actual e-mails that he sends though his normal e-mail client, but rather that e-mails are generated and sent from within the ticket system itself.

--Lensor (talk) 09:54, 15 January 2010 (UTC)

NCMA; Ref #100107-001860

Gaile I am sorry to bring this to you but I did not know where else I could get any help so here goes. I have been trying to log into my plaync master account but the password does not work (Knowing me I could be typing it wrong) But also my security questions are not being recognized so I can not change the password, I have sent a support ticket on 07.01.2010 but for some unknown reason i have not had any other responses since the initial couple of replies (which so far) have not helped. So I thought I would come and ask you for help ;) I really hope you can help me... T1Cybernetic 19:52, 13 January 2010 (UTC)

You've been very patient, T1, and I want to thank you for that. You've also updated your ticket with new ownership details, which is very helpful. I just asked a team member to take a look and he is doing so. I do believe you will hear from the team very soon. Please let me know if everything is sorted for you! -- Gaile 20:59, 14 January 2010 (UTC)

As the great Bill and Ted once said: Excellent! [air guitar] Seriously though i just logged in and finished changing my details and everything is well (BIG HUGE Sigh of relief) Thank you very much for your assistance. Party on, dudes!... T1Cybernetic 09:40, 15 January 2010 (UTC)

Really glad to hear things are ok now. Thanks a bunch for letting me know, and *bill and ted voice* Party Onnnn! -- Gaile 08:35, 16 January 2010 (UTC)

045 for nearly 20 days [100112-003837]

Hello Gaile,

Maybe you are the last person who can give me some help.I'm a player from China,and create an account on 26th,DEC,2009.After creating two characters, I just wait the client downloading the rest files by running GW.exe with '–image'. When it's done, only find my account is banned on 29th DEC.

I brought GW Trilogy through in-game store with my own credit card,and didn't move a step in Askalon City.I think the reason for 045 might be very frequently IP changing due to VPN connection,because the IP in my region has been banned for security reasons or else it's impossible for me to login 'NCsoft.com'.But when I appeal for this,GM insist that my behavior was against the User Agreement for being found relate to in-game item-selling network and maybe close further inquiries without response.This makes me very sorrow,because I have done nothing wrong.

Then,I contact the support team again[100112-003837],but there is no relpies until now.Can you help me,please?

BTW,follow the guide on your page,I provide everything I could for this issue: 1 name 2 game account name 3 address 4 telephone number 5 birthday 6 scan of the cdkey 7 the last four digits of the credit card

I need your kindly help,thank you.

Best regards. --Jinyi 01:40, 16 January 2010 (UTC)

Hi Gaile, Sorry to bother you again.But I'm full of disappointment now,because GM sent another auto reply to me a few minutes ago,which I have already seen for many many times:

Hello,

Your account was permanently closed because it was found to be related to networks which sell in-game items for cash or other items with real world value. This action is against our User Agreement, where Section 7 states, "You may not sell or auction any Guild Wars accounts, characters, items, coin or copyrighted material, nor may you assist others in doing so."

Please keep in mind that Guild Wars is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.

http://www.guildwars.com/support/legal/

Regards,

GMLemoncobra

The Guild Wars Support Team

My account has been banned for more than two weeks,but GMs never input anything by their hands.So I think they didn't review my issue with responsibility at all.I know GW is a global game,and your company is also very big,and the support team have always been very busy.So I always try to be patient,but it's seems the patienter we are,the more careless GM deal the matter with.I can do nothing but calling for help from you.Please do something for our trouble.

My reply to GM is as below:

Hi Lemoncobra,

Thanks for your reply again.But I wonder did you read what I write?As declaring before,I have no more actions except creating two characters until the account had been blocked.

Did you block my account just because VPN connection?I think IP is not the key factor on judging me whether related item-selling network or not,this is just the same as you may not simply judge people from what they wear.

Both of my husband and I have been very satisfied with GW since it was introduced into China by 9th City few years ago.It's a shame that GW's closing down in China,but playing together have always been a sweetness memory for us.So we decided to continue the game on global server,and the account XXX has been created.It's came from 'XXX love XXX',our middle names for short.I think you should know this particular meaning of the account name,and then,you should also believe we will never use the account doing anything dirty.

Please don't block our first account on global server,and we don't wanna quite GW full of sorrow and heartbreaking.And please do me a favor not to paste any replies from somewhere else at least ,this behavior makes us feeling abandoned by NCsoft.I have never do this to my customer,so please don't do this to me again.Thank you.

Best regards.

Our heart is true,and I'm not lying.Thank you for reading this,and your attention is really appreciate. Best regards.--Jinyi 01:39, 16 January 2010 (UTC)

Hi Gaile,I recieve another auto reply which comes much faster than usual.Maybe this is your effort,thanks.But everything I write means nothing to the support team,seems they can't understand me at all.I'm sorry,but have to point it out:the worst thing is they don't care the trouble I am suffering.I have reviewed several case for 045 amoung Chinese players these days,some of them had become very angry during appeal.I feel sorry for them,actuation can not solve any problem.I feel quite gloomy for account banned at the moment,because don't even know how to do.I really hope you can help me,thank you.

BTW,I find some information maybe help onError code,Pls kindly know it,my error message is 4th for 045 :'Your Guild Wars has been blocked for an account issue',and it's quite different from others that violate the user agreement.According to the explain on the rightside,I think maybe the system is only doubtful of account hacking for frequently IP changing due to my VPN connecting.I have provide this information to GM,I really hope my issue could be reviewed again.

Best regards.--Jinyi 03:02, 17 January 2010 (UTC)

Gaile,I'am really very sorry to bring this to you.But the new appearl is also Closed by GM reasonless.I think its hopeless,but please trust I dont do anything against the rules,and I dont know what happened.The two tickets,091229-001008 by my husband and 100112-003837 by myself,almost contain everything we could provide,such as ownership information,cdkey,bill,error message,and so on.Please help us,I promise I dont sell anything for cash,and will never do this in the future.Forgive my anxious,and thanks for reading so long again.I really hope you can me,thank you.--Jinyi 02:44, 18 January 2010 (UTC)

Hi,Gaile,wish you have a nice weekend.After reading the message posted by GM Luminary,I know the support team is suffering a little trouble in frighting against RMT these days.Maybe its the reason why there is still no good news for my account,so I asked my friend (who is studying in the USA)to buy a copy of GW for me a few days ago.My new RT has already levelled to 10 ,and everything is OK.Perhaps the new account will not be blocked,I can play GW with new account while appeal for the former one at the same time. --Jinyi 16:48, 23 January 2010 (UTC)

Thank you for letting me know. I hope that you can resolve the issue involving your other account by working with the team. I wish you success with your new account. :) -- Gaile 00:08, 26 January 2010 (UTC)

Hi,Gaile,it's very kind of you to say so.I'm sure the account will be unblock someday,but I have to wait ATM.Thanks for your blessing and good luck to everyone who has the same trouble.:)--Jinyi

Nightfall Bonus Music

Hey Gaile, I have a problem with my Nightfall Bonus music Booklet. I never used it before, but today, don't ask why because i don't know why I decided to try it all of a sudden, I decided to give it a try and get the bonus music, but the link which is found on the booklet doesn't seem to work (http://www.directsong.com/nightfall). I know this is probably due to the site upgrading but was wondering if you know the new link. Thanks very much. --MageMontu 21:43, 16 January 2010 (UTC)

[2] ··· Danny Pew Pew 23:08, 16 January 2010 (UTC)

This not strictly a related matter.

The DirectSong FAQ here contains the information you need. You may try to redeem you code here. Note : you need to create an account at DirectSong's to be able to redeem the code.

It should then offer you a link to download the file. If this fails, you may try to get the file named Guild_Wars_Nightfall_Collectors_Edition_Expansion_Music.zip here. Note : all the the music tracks stored in that directory are still DRM protected and need to be activated through your DirectSong account (see below), so do not bother downloading paks you have no code for or you have not purchased.

You should have little issue activating the files (that is being able to play them in Windows Media Player), but you may experience issues trying to play them ingame depending of your operating system.

Once you got the music files, unzip them in an empty directory, use the script provided with them and double-clic on one music file to start Windows Media Player. On the 1st time, the player will pop up a window allowing you to log in to your DirectSong's account to activate music permanently or temporarly (you'll only be able to play the music for few hours) on your computer. Once done, you should be able to listen to all music files in that pak and if you're lucky it may even work ingame. Every 6 months you will be re-credited 1 activation.

Jaxom 06:10, 17 January 2010 (UTC)

Ok thanks. Managed to get it. --MageMontu 07:41, 17 January 2010 (UTC)

Thanks for helping out, Jaxom. Glad you're sorted out , MM. :) -- Gaile 20:06, 26 January 2010 (UTC)

Alleged Security Email

Is this real?

Recently I got this mail stating thus "When you receive this message when your NCsoft Account means that there are serious security risks. We have evidence to prove your account has been in different countries and regions, several attempts to login. So we have to remind you to enter our web site as soon as possible https://secure.ncsoft.com/cgi-bin/acconutManangment.pl to account verification, otherwise, we will be lock your account. In order to protect your interests.

The NCsoft Team"

The thing is the mail in which I got this has NOTHING whatsoever related to Guild Wars, or to the mail related to my guild wars account, when I get anything of Guild Wars related mail it goes to that one, the one which got this mail has NOTHING to due with NCsoft, so I find this pretty dubious.82.155.203.116 12:35, 20 January 2010 (UTC)CakeAndWaffles

Isn't the fact that it's written in Engrish enough to tip you off? Rose Of Kali 12:37, 20 January 2010 (UTC)

Well yes >_> now that you mention that, I blame the fact on, that I am so used to read Engrish and auto correct it in my head that I tend to miss a feew obvious things, and the fact theres no official Anet Signatures82.155.203.116 12:49, 20 January 2010 (UTC)CakeAndWaffles

Fake. Fake fakeity fake fake. I got one myself. Plus one for a game I do not own. :) Please ignore this phishing attempt, but DO be ever watchful for attempts of this kind. Not all are so blatantly false. -- Gaile 21:30, 20 January 2010 (UTC)

Opposing party bars.

Might want to take a look at this, Gaile. [3] --118.90.56.100 13:04, 20 January 2010 (UTC)

Bleah. I will relay the concern, and thanks for pointing it out to me. Oh hey, feel free to use wiki email in the future, if it's as easy for you. I don't know we want more people looking for this ... fake offering, exploit, trojan-bearing pretend utility, or whatever it is. ;) -- Gaile 21:31, 20 January 2010 (UTC)

Umm, Gaile, I hate to break it to you but this utility does not contain a fake offering/trojan, not even the people who make such exploits/addons are at that low of a level to actually steal accounts.

It is in fact, just an addon to make the game more comfortable to play, believe it or not. It was not developed to give you an advantage over the opposing team, but really only because it provides a much better overview than the default User Interface.

Of course you could argue that the green indicators that show you the weapon set or stance the enemies are in should not be there, but this can be removed if you wish, it's really not a problem to change that.

In other games, like World of Warcraft, these sort of mods are endorsed by Blizzard. There are addons called "Arena Enemy Party Frames", and they are perfectly legit to use and will never get you banned.

Now, I don't know how this is regarded in Guild Wars, but it doesn't really matter in the end, because it exists.

As an anecdote, quite recently, Avira Anti-Virus would detect a similar program as a generic trojan, but upon contacting them, their team of security analysts reviewed the program and confirmed it was a false alarm (of course that program was a bot, so it would be not legit to use it in Guild Wars, but it is just an example to show you even what you call "hackers" are not as evil as RMTs):

--GenericTrojan 04:28, 21 January 2010 (UTC)

Buying Addons etc

Hi again Gaile, I notice the other tread removed. Probably just as well, lol. But I would still like to know if there is any way to purchase on-line upgrades, slots and expansions etc, without creating a PlayNC Master account. Or, if for that matter, PlayNC would consider implementing this at any time in the future? Blaze 10:05, 21 January 2010 (UTC)

It was archived, and no there isn't any way to purchase items from the online store without a NCSoft Master account. I highly doubt they will make it any different after all this time. -- Wyn talk 11:38, 21 January 2010 (UTC)

The questions at the time were answered to the best of my ability, and with a busy page like this, frequent archiving is a necessity. We have no plans to offer such a utility, and all purchases must go through the NCsoft or the In-Game Store. -- Gaile 18:11, 22 January 2010 (UTC)

Account Suspended for Botting

Account Suspended for botting (100119-003614)

Hello, Gaile! My account was banned on Wednesday for using third-party software(aka botting). I'm sure this matter can be resolved under 5 minutes (given the reasons I sent them in my update), but I'm also sure that if I don't push them though you, I'll only get auto replies for the next 2+ weeks, as some other people did(my unlucky title track beats my lucky one...).

I was chest running there because of my exams(outside Boreal Station, it's 10 clicks and no kills...), and had to avoid playing during Wintersday for that reason(Guild Wars really DOES 'kill' exams). I was really looking forward to the Wintersday redux, a second chance for me to finally do some wintersday quests, after 3 years of studying. This chance got ruined because kiddies (probably) sent reports about my repetitive actions, and support used the banhammer first, instead of checking their logs. I have 2 other accounts that I could use for botting, I wouldn't risk my main account to farm Elite tomes on my main account.

Could you possibly help me on this one(speed up things)? I'd like to be able to grab some cash for the upcoming Canthan New Year. Thank you! GoF 10:59, 22 January 2010 (UTC)

As gently as possible, I am not on board to expedite tickets. I am here to help with genuine support issues, such as researching and discussing individual or general problems that cannot be solved by the support team, changing our overall procedures and policies, communicating on general support situations, offering occasional assistance with a mishandled ticket (or one that has been misdirected), and so forth. If everyone who sent a ticket asked me to nudge it along, I would be overwhelmed and unable to deal with actual problems, such as those I've listed above.

I am sorry that you were blocked, and sorrier still if you were undeserving of the suspension. But it would be unacceptable to have this page become the "turbo key" for tickets, no matter how much a player wants to get into the game. I am confident that you will be back in the game -- if that's the appropriate outcome -- well in advance of the Wintersday Rerun, which does not start until the end of next week. If you have not heard back from support by mid-week next week, you can let me know. Before that, all of us ask for your patience in researching and resolving the issue you wrote about. -- Gaile 18:09, 22 January 2010 (UTC)

Hi again, Gaile. I'm so sorry for this! I knew there was a chance you'd have to say that, but still... even a player that took looooooong breaks from the game knows all you've done for the community. I read this page daily, I know about the possible delays... so I took a chance.

Anyway, they ALREADY solved my case, all is well! Sorry again Gaile, have a nice day and happy gaming to all ;) GoF 08:48, 23 January 2010 (UTC)

Oh that's great to hear! And no apology needed. I understand, if you love the game, if you want to play, and even if you've been away for a while, it's very tempting to want to do what you can to expedite getting the help you need. I'm just glad that it went pretty swiftly for you and that all is well. :) -- Gaile 23:55, 25 January 2010 (UTC)

Guild haters.

Lately i've seen a lot of hating against specific guilds, is this any reason to report? Several people have seen others adding to the end of there recruit message [Guild name] Haters R Us. Thanks -- Smerf 05:09, 23 January 2010 (UTC)

So how exactly is this a problem ? I don't want to be rude but couldn't either of you grow up and get over it wich would totally fix the problem and not include bitching at Gaile Gray's Talkpage ? I'm full of silly ideas :) Lilondra 05:28, 23 January 2010 (UTC)

What Lil means is, no, it's probably not a viable reason to report. Vaguely bashing a guild in a recruit message is just barely related to verbal abuse, and so minor it'd likely just be ignored if reported. That's what I think, anyway. --Kyoshi (Talk) 06:44, 23 January 2010 (UTC)

It goes further then that, being PMed with verbal abuse while trying to recruit, etc. Smerf 15:06, 23 January 2010 (UTC)

You just said your answer: report for verbal abuse if that was the case. Rose Of Kali 15:15, 23 January 2010 (UTC)

Alright.. Smerf 15:17, 23 January 2010 (UTC)

Yeah, you didn't mention that before. You're completely justified, then. --Kyoshi (Talk) 15:42, 23 January 2010 (UTC)

Smerf also ment guild being set up as just hater guilds --Nick123 16:09, 23 January 2010 (UTC)

That's silly. I dunno if it qualifies though. --Kyoshi (Talk) 16:29, 23 January 2010 (UTC)

If the guild name is directly inappropriate, you can report that. Individual member harrassment and verbal abuse is also reportable. But otherwise it will be interpreted as guild rivalry, which is allowed. Rose Of Kali 16:47, 23 January 2010 (UTC)

I didn't know Guildwars had a 3+ age rating Lilondra 06:21, 24 January 2010 (UTC)

(Reset indent) Yes, the suggestions here are appropriate. If you are being harassed, and chat records will reflect it's not a "mutual harassment" situation, then by all means submit a ticket. You won't do well using /report for this -- a ticket will be far better. You can send screenshots with the ticket, if you desire. -- Gaile 19:30, 24 January 2010 (UTC)

ty gaile --Nick123 19:34, 24 January 2010 (UTC)

Guild Wars Guru Security Notification

Late Friday night the GuildWarsGuru database was accessed by an unknown third party. We caught it as it happened, but in that short space of time it appears they may have managed to obtain tables of user account information. Read on here http://www.guildwarsguru.com/forum/guild-wars-guru-security-notice-t10423257.html Didis 14:54, 24 January 2010 (UTC)

Yes, we are aware of the situation. As the fansite folks said, everyone should change credentials as soon as possible. And again, as I've been saying for years, never use your Guild Wars user name or password elsewhere. -- Gaile 20:14, 24 January 2010 (UTC)

Indeed. We've also been spreading that message as broadly as possible since account theft became some much more prolific. Luckily it seems to have sunk in, and a majority of users don't seem too concerned. JR- 14:31, 25 January 2010 (UTC)

Just to inform all readers who didn't know it yet. Wartower.de is also hacked. http://www.wartower.de/news/index.php#823420 Didis 18:35, 26 January 2010 (UTC)

Oh dear, that's very sad to hear. :(

To the site admins and staff members working on the issues: I wish all the best you. I know from personal experience how hard it is to perform your tasks, and how disheartening it is that a site intended to benefit other people can be attacked in such a way. Sincere thanks for your time and effort in closing the breaches. -- Gaile 20:12, 26 January 2010 (UTC)

AionSource was also recently hacked.--129.13.72.197 22:46, 26 January 2010 (UTC)

I am very sorry to hear that, and appreciate that you posted the note so I'd be aware of what happened over there. I've sent an email to a few other ArenaNet staff members so that we're all on the same page in awareness about these recent fansite breaches. -- Gaile 00:17, 27 January 2010 (UTC)

Here's the note they posted: http://www.aionsource.com/forum/news-announcements/104226-recent-website-hacks-aimed-gamers-aion-players.html --129.13.72.197 04:57, 27 January 2010 (UTC)

Just out of curiosity, how does "never use your Guild Wars user name or password elsewhere." gel with guru's auction house asking people to post their character name? Won't that complicate the character name security question for the GW login? (Satanael | talk) 20:26, 1 February 2010 (UTC)

Gaile little bit of a problem

a friend of mine has recently lost his account, he has been trying to contact support over it but has had a bit of a problem, he cant seem to find a way to get his account back, he hasnt done anything but it says he is suspoended for selling, but he had actually lost the password and email for that account, due to hacking, his email adress is <email address removed>, he should have an open ticket, thanks =)Mini Lich 19:02, 25 January 2010 (UTC)Mini Lich

Please do not post people's email addresses in public. Use "Email this user" feature to Email Gaile private information. Rose Of Kali 19:05, 25 January 2010 (UTC)

It's really hard to get account back these days.Good luck!--Jinyi

Hello Mini Lich. Please ask your friend to continue to discuss this matter directly with the support team. I do not have enough information to look into the matter, and it's best for him to work directly with the team. -- Gaile 00:59, 27 January 2010 (UTC)

Forgotten Account Credentials

Hi Gaile, I was told by friends that I could get some help here. I have contacted support but I have not gotten an answer in many days. I have not been able to log onto my gw account, so I tried to reset my password but it is linked to NCsoft. Unfortunately I forgot my info for that website, any way you can help me out? My email is <email address removed> if you can contact me.

Hello. First, I moved this to a new topic, as you added it to a topic that is about another player's issue. No harm, but please always add new content to the bottom of the page, and create a new topic unless you're commenting on an existing thread.

Secondly, if you have contacted support, tell me how you did that. If you are in the support system, and it sounds as if you are, then you will have a 12-digit incident number on the response you received from support. Please provide that here so that I can assist you. If you have not contacted Support, or if you did not get a response, then you need to get into the system. To do that, please choose any means on the link in the word "support" immediately above. -- Gaile 00:13, 27 January 2010 (UTC)

Also, please, do not post your Email Address on public pages on the wiki, it is private information and you should keep it secure. It has been removed from this page. Do follow Gaile's advice above. Rose Of Kali 03:03, 27 January 2010 (UTC)

I recently had this same issue. Sadly, most of my account things were lost in various moves during the past 4 years and support didn't seem terribly capable of helping me without the account keys that came in the packaging. After spending more than a year away from the game, I just didnt remember my characters names on all but one of my accounts. While I was able to help myself by recovering my character names from the guild roster which i was able to view through the one account I did remember this information on, I was a little disturbed that these keys are really required when a user is able to provide the user registration information, the credit card information used on the account, the correct email addresses, the approximate last login dates and the NCSoft Master Account that all of the GW accounts are linked to. Whatever we all do as users, it's really very important to remember to clutch onto those account keys regardless of whatever information you give to a game publisher. 24.188.207.20 00:45, 12 February 2010 (UTC)

Gaile Can't access my account

So, Ive decided to dive back into the whole GW thing and started installing GW again. My email and password combination does not work however, and I've already logged this with support. I've tried different emails hoping that maybe I only the wrong account name. Incident: 100127-004014. Anycase, I think my account might have been hacked.

At the time I registered I was doing the big no-no which is using the same password for everywhere I go on the internet. Anycase, I went on GW Guru at IRC to hear for some advise and the guys said that I need to check here on your wiki page or something. Thank you for your time. Hopefully, there is some way to get my account back. :S --The preceding unsigned comment was added by User:Nadz37 (talk).

I just checked the ticket and it doesn't look like you've heard back yet. But I can see you gave solid info about your account, and that info is going to help a lot. The team is still extremely busy, though, because a lot of players can't remember their credentials or have forgotten every character name on their account. Since the support petition was begun just yesterday, I'd like to ask that you wait another business day or two before I get involved. I know there's a weekend coming up, which may have some impact on the ability to investigate, but please let me know if you haven't seen forward movement by end of day on Monday. Thanks for your patience. -- Gaile 05:49, 29 January 2010 (UTC)

Thanks a bunch for responding, amazing thing however is, walked into a shop today and got the GW collector's edition at a sweet price for everything included. (I've got the worst luck in the world and I wont really be surprised if they say that my account is lost on mars or something XD) Installed it and created a new account and this time a proper password. I'll still wait and check to see if my other account can be unlocked, maybe I can keep it as a spare or something. But once again, thanks for the trouble of checking in. --The preceding unsigned comment was added by User:Nadz37 (talk).

I also have just decided to start playing again, I did the same thing as this guy except I don't really want to buy another code if I don't have too. I sent an email to support asking them but so far I've heard nothing, is there anything that can be done? Sorry if I'm not supposed to post here by the way. But yeah if you can help me out then I would be really grateful. - Jason

Unjustly Banned

Unjustly Banned unjustly right before Wintersday part 2

→ moved from Feedback talk:Gaile Gray#Banned unjustly right before Wintersday part 2

I am sorry to bother you but I am very upset and need someone to help me. I have gone thru GW support, incident 100128-001614 already. Last night I was in LA watching trade chat looking for a good deal while I chatted with guildies. Suddenly I was logged off and my acct banned for buying gold. I have played every day almost for 3 years and have never bought gold or broken any GW rules. I love this game and its the only one I play. I am baffled at why I was banned. I made 2 trades yesterday, one in LA (sold my Bow Of The Kinslayer for 100K + 9 ectos), and I went to ToA and spent my 100K on 14 ectos there from another player. I went back to LA to hang out til my friends logged in and BAM suddenly I am banned!!! I am very upset because I swear on my life that I did nothing wrong. I sold my green bow for alot of cash but it was a high-end item and worth alot. I don't want to miss the Friday and Saturday Wintersday events, and I don't want this bad mark on my account for something I am not guilty of. Surely there is a way to go back and check the records and see all that I did yesterday (and every other day for 3 years) and to see that I have never purchased gold in my life!!! I am extremely upset at being not only falsely accused, but banned for no reason. Could someone have seen the 100K and not noticed the bow I traded? Or could they have meant to ban someone next to me and hit my name instead? None of this makes any sense to me. I just need someone to go back thru the files or reports or whatever records the game transactions and see that I have done nothing wrong. I need my acct back, and without bad marks on it that I don't deserve :( Msublime 18:02, 28 January 2010 (UTC)Angie

Hi Angie. I'm sorry about what happened. I can tell you that "false positives" for gold buying are not at all common, but that doesn't really help so much when you're the one who's blocked. :( Because this is only hours old, we need to let the team have the opportunity to read through the appeal. I have every confidence that they will understand the info that you've provided and when that checks out, you'll be back in the game. But I would give them at least a couple of business days to do that research or, if needed, get more info from you that enables them to do so. You can certainly let me know if you haven't had any response by Monday end of day. Best of luck, and again, I'm sorry for the inconvenience. -- Gaile 05:51, 29 January 2010 (UTC)

Gaile I just heard back from Support and all I got was the reply that it appeared I bought gold or real world goods and that the gold or goods were removed from my account. There is no way that a review of the game transactions would show I bought gold because I simply DID NOT. I don't think anyone properly reviewed the game files because they will clearly show that the only two high dollar transactions I made were: (1)selling a Bow Of The Kinslayer for 100K+9 ectos in LA and (2)spending that 100K on 14 ectos from a player in ToA. That's it. Those are the only transactions I have made that are anywhere near the 100K mark. The rest were small trades for dust and iron and such. I had plenty of gold in my chest from playing almost daily for 3 years and saving my gold. I have worked darn hard for all that I have and to build up my 20 characters. I had no need of gold because I have plenty in my chest from 3 yrs of hardcore playing and saving. I feel like crying right now to be honest with you. I don't know how to prove that I did nothing wrong. Surely its ok to sell a green bow with the silverwing skin for over 100K, and surely its ok for me to spend 100K on ectos. And thats ALL that the game records could possibly show. I swear to you on my 9 yr old son's life I DID NOT BUY GOLD. I already have all I need on my account, the last thing I need is more gold. I have worked my rear off to get what I have and am now freaking out wondering what was taken from my account. Is there any way possible that you can review the game records and please tell me what I did wrong. I swear to you and everyone here that I DID NOT BUY GOLD. I love this game and play it everyday with my fiancee, son and close friends. I would never jeopardize my account by breaking any of GW rules. I am innocent and want the marks off of my account and anything that was removed from my account unjustly to be returned. I did nothing wrong, I just don't know how to prove it. I am begging you to please help me. Please tell me what transaction I made that was wrong. As a bow collector yourself you must know the value of the bow I sold and that it was worth the 100K+9ectos I sold it for. Or is buying ectos for 100K against the rules? Because those are the only trades I made that were over 10K or so in quite awhile. Please help me. I don't deserve this. I am a loyal honest Guild Wars player. I feel like crying right now.Msublime 13:34, 29 January 2010 (UTC)Angie

I have looked at the ticket and reviewed the response you were sent. Based on a couple of factors within the data, I have asked the team to review this situation and I believe you will hear back soon. Please keep me informed. -- Gaile 18:39, 29 January 2010 (UTC)

Thank you so much Gaile. This has been a terrible mistake and I just want my account cleared of any wrong doing. Nothing worse than being accused of something you didn't do :( Msublime-Angie

Gaile I can not thank you enough for having the team review my case. I just got the email telling me that my account was blocked in error and am finally able to get back into the game!!! WOOHOO!!! I am so happy I could cry. But they removed the 100K that I made for selling that bow from my acct and am still waiting to hear if I will get it back. Thanks so much for taking the time and for helping me clear this up. I am so relieved and so happy. Thank you from the bottom of my heart! =) MsublimeAngie

Ok just got the 100k back as well and everything is back to normal. Thank you so much for not just dismissing me and for looking into my case. I love you Gaile!!!!!MsublimeAngie

I am very happy to have helped with this. I could see how the error was made when I reviewed the records, so I asked the team to give it another look. One team member reset the account, another was asked to restore the gold that was taken in error. (This was, I must be clear, not generating gold, but restoring gold that was removed through an administrative action. I don't want anyone to mistake the team's ability to undo an administrative action for the ability to generate gold -- such functionality is completely different.)

Welcome back to the game. :) -- Gaile 05:34, 31 January 2010 (UTC)

New Build Broken

New build. Downloaded. Tried to log in. Log in failed. Paniced. Hit Reset password. That worked. NO EMAIL with new password. How long till support gets back to me about this? 98.167.219.46 23:57, 28 January 2010 (UTC)

Update - Using command line parameters allowed me to log in just fine. Including with my OLD password before pressing reset. So it appears that login AND password reset were broken. 98.167.219.46 00:26, 29 January 2010 (UTC)

This also happened to me, any tips, glad that Im not the only one in a way. Smerf 00:12, 29 January 2010 (UTC)

Same here. Error code=227 occurred immediately after update. Account information was correct. Verified via my NCSoft Master Account. Since account name and password were correct, perhaps problem lies in verifying the character name.

Well, I asked on vent, everyone I talked to could not get on after the new update. Smerf 00:23, 29 January 2010 (UTC)

Looks like we wait it out. When some can get on, post here so others will know.

(Reset indent) All is fixed Smerf 00:30, 29 January 2010 (UTC)

I apologize for not being here to respond to the issue right away. (I had a medical appointment and was away, but was following the whole thing on email, much to my doctor's irritation. :) ) I could see the issue was being worked on instantly -- yay for the QA Team! -- and that a new build was soon in the works. It was a short-lived problem, but we're sorry that it caused you distress, 98, just as we regret disturbing anyone else. I sure know and understand that sick feeling when you can't get in the game!). :) -- Gaile 05:55, 29 January 2010 (UTC)

Wintersday Redux

We're aware that the decorations didn't appear for Wintersday. Give us a moment, we'll get that fixed. :) -- Gaile 20:35, 29 January 2010 (UTC)

When will the first Snowball Automated Tournament start? --Setsuna9 21:04, 29 January 2010 (UTC)

my apologies Gaile, are we missing Wintersday Gift Givers from major cities?

Wintersday has what we call a "rolling start." So for instance the Rift Wardens don't show up until Day 2 or Day 3. The same applies to the Gift Givers, I believe, and may apply to the Snowball Arena, as well. Have you guys checked the wiki for information on this? I have not had word of any support issues with the event, so I think the questions you ask are merely a factor of not all things being in place at the start of the event, as designed. -- Gaile 05:30, 31 January 2010 (UTC)

Rift Wardens are in place and the Snowball Arena is open. I will check on the gift givers, but I'm pretty sure they're part of the rolling start, as I remember looking for them in December and having to wait a day or two for them to show up. -- Gaile 05:53, 31 January 2010 (UTC)

Happy Resolution

Hi,Gaile.I receive a reply from the support team this morning, and the account has already been unlocked.We are very happy for this good ending.:)Thank you,--Jinyi 01:40, 30 January 2010 (UTC)

I am very happy to hear that this was resolved to everyone's satisfaction. :) -- Gaile 05:26, 31 January 2010 (UTC)

Lost password after Bugged updates

Hey, Gaile. After the bugged update Thursday, I reset my password via my NCSoft Master Account. When I reset it, I guess I typed it wrong or added a space or cap twice. After the fixed update I tried to log into Guild Wars, only to find that I couldn't. I can't reset through the client because my account is linked to my NCSoft Master Account. I went to try and reset it through the master account but I do not know my "current" password now. I checked my email to make sure no one had hacked me, the password reset success email I received was from my own IP Address, so I know it was me. I sent a support ticket and got an email requesting more info. I gave as much info as possible including my access key numbers and a photo of each of them. I haven't heard back from them though and I was wondering if you could help me. I play GW with my girlfriend and she tried to log on for me, but couldn't either. Was wondering if you could check out my ticket and possibly tell me what's going on. Ticket number is 100129-001942. Any help would be appreciated :) Tidus Cleave 15:13, 30 January 2010 (UTC)

Re-read my message, just wanted to say that me and my girlfriend do not share accounts, we each play on a seperate account linked to different NCSoft Master Accounts :) Tidus Cleave 15:41, 30 January 2010 (UTC)

One thing that might help is that new passwords set via the NCSoft Master Account are shorter than those allowed by the client, so if your intended password was >12 characters (I think that's the limit), it may have silently truncated your password. In other words, if your password was supposed to be 14 characters, try just the first 12. -- FreedomBound 16:15, 30 January 2010 (UTC)

Thank you freedom Bound! Absoloute genius, thanks alot =) Tidus Cleave 16:21, 30 January 2010 (UTC)

Glad I could help, but make sure you let support know to close your ticket, else you might find yourself locked out as a security issue. -- FreedomBound 19:55, 30 January 2010 (UTC)

I am still working on trying to get consistency across passwords for games accounts and the NCMA, but so far, it's not happening. In cases where a password doesn't work, FB's suggestion is very good. Try a shortened variation, as the maximum for NCMAs is 13, where GW has a maximum of 20 characters. -- Gaile 05:27, 31 January 2010 (UTC)

And I don't even want to go into the fact that different password types accept different character sets. (Try to use a symbol in an NCMA and it's a no go; try the same in Guild Wars and it's perfectly fine.) The point is, this is something I'd really, really like to see changed, and I am pursuing it. But progress is difficult because it involves many different games and interfaces. In fact, this may be something that isn't changeable for the present but will, with better communication and cross-team dialogue, be made more consistent in the future. I sure hope so. :) -- Gaile 05:37, 31 January 2010 (UTC)

Is it possible, that the "reset password"-function does not work at all? I have several friends who are unable to login since the login-bug mentioned above. They have tried to get their passwords reseted but did not receive a mail (different mail-providers, no problem there). Will this be fixed or do they have to open a support-ticket?84.61.96.232 09:36, 31 January 2010 (UTC)

Gaile, I would like to ask if it's reasonable for both the GW team and the NCsoft team to put a notice or an FAQ link on the respective pages informing users of the different password restrictions, so that people are more aware of this. It is common knowledge to some of us who frequent your page and some others on the wiki/guru/wherever, but many players are completely oblivious to the differences, and not only scare themselves to death by not being able to login for no apparent reason, but also place unnecessary strain on the support team trying to deal with tickets that really shouldn't exist in the first place, rather than assisting players who genuinely need help. Best of luck in getting this resolved. Rose Of Kali 17:12, 31 January 2010 (UTC)

I have been wondering if the password reset function is having issues myself. I tried resetting my password (via the in game reset), and have yet to receive an email (it's been four days since I've started having this issue...since the bug hit). Though I have contacted support [Incident: 100128-006041], the only thing I have gotten in response is the automated response link to FaQ pages, and being told that the bug should be fixed. Also, I remembered that I bought factions online, so my accounts were linked. When I went to the NCSoft master accoutn to change it, it said my current password was incorrect...and I had just thought to try that yesterday. Anything I am missing here, or is this in the hands of support now and all that is left for me to do is hope that things get sorted out? --Anna 11:15, 1 February 2010 (UTC)--99.63.11.30 10:56, 1 February 2010 (UTC)

(Reset indent) I think the idea of a Password FAQ is very good, and I will be happy to write one. In the meantime, let me see if I can explain how the resets and passwords work.

• First and foremost, resetting the password and changing the password are different.

• If your Guild Wars account is linked to an NCsoft Master Account (NCMA) and if you can access your game account, you can change your password from within the game. The password change is made off of the Character Selection screen, the screen that appears immediately after you log in. You click the "Edit Account" button and make the change you choose.

• If your Guild Wars account is linked to an NCMA and if you can access your game account, you cannot reset your password from within the game. The system will look as if it is processing that request, and you will receive a message saying a new password has been sent, but this is not accurate. But remember, you can change your password from within the game, as detailed above.

• If your Guild Wars account is linked to an NCMA and if you cannot access your game account, you cannot reset your password or change your password from within the game (obviously, because you can’t get in to do so :) ). Instead, you must reset your password through the NCsoft Master Account interface.

• If your Guild Wars accounts is linked to an NCMA and if you cannot access either your game or master account, please contact Support to assist you in resetting your password. But please note the comments above, because you may be able to self-help on this by making sure you’re using the right process for the type of account you have.

• If your Guild Wars game account is not linked to an NCMA and if you can log into your game account, you can trigger a reset on the log-in screen or change your password on the Character Selection screen/Edit Account screen from within the game interface.

• If your Guild Wars game account is not linked to an NCMA and if your email address is no longer one to which you have access (or may be insecure), you should log into the game with your current password, edit the log-in (user) name to a functioning and secure email address, and then reset or change your password, as you desire.

An additional note: There is only one message for log-in failures. If you have the wrong password or if you have the wrong character name, you're going to see the same failure message. A lot of people write Support assuming they have a password issue (or even worrying that they've been hacked) when in fact they're inputting the wrong character name, making a typo on the name, and things of that nature.

I think that those having trouble in this thread, and in a few forum posts I've seen, are trying to "reset" from within the game when they cannot do so because they have a game account linked to an NCMA. What I suggest for them is to simply change from within the game (Character Select/Edit Account) or do the reset through the NCMA, and all should be fine.

Please let me know if this is clear to you, or if you have further questions. Thanks. -- Gaile 23:27, 1 February 2010 (UTC)

If there is only one login error message, it may be good to expand its description to include other common failures such as typos in the character name, not just the password. Users cannot tell if the message is a one size fits all or is specifically trying to tell them that this one exact thing is what they're doing wrong, so it leads to confusion.

This is a nice list. Couple it with an explanation of the differences in allowed password format/length between the game and NCMA and it will make a great FAQ for quick troubleshooting of login problems. Maybe add a short clarification on what is a PW reset vs. change, some players may not know or pay enough attention to realize what it is. Rose Of Kali 02:03, 2 February 2010 (UTC)

The error message currently covers incorrect account name, password, and character name, see code 227 at Error code or just enter incorrect info on the log-in screen to see the message. --Silver Edge 02:36, 2 February 2010 (UTC)

Yes, exactly. And the message is, by intent, quite generic. It does not say "You have misspelled your character name" or "we don't recognize that specific user name." The reason for this vagueness is security: If you tell someone who's trying to hack an account "Well, you're close, but you need XYZ to complete the process," you're putting people at risk. So saying, "There is an error in something that you've input" -- without specifying what property has the error -- is a way to maintain a higher level of security. -- Gaile 05:38, 2 February 2010 (UTC)

Thanks for the helpful information, Gaile. I'm still having a problem with "Instead, you must reset your password through the NCsoft Master Account interface.". How can I do that? I've found the option to change my game account password, but since the latest changes this requires me to enter my current password.

Gaile small question,about the differences in account retreivals,If your GW account is linked to NCMA and you do not have access to your login email, there is no way to change that email, correct?This is one of those things I personally and im sure a bunch of people dont like about linking, if there is a way and I/we just dont know about it, I/we would be very happy to know how its done.Durga Dido 10:27, 2 February 2010 (UTC)

To the person above me, you dont have to change your info from NCMA you instead have to contact support, because you can not access neither GW or NCMA.Gaile said :"If your Guild Wars accounts is linked to an NCMA and if you cannot access either your game or master account, please contact Support to assist you in resetting your password. But please note the comments above, because you may be able to self-help on this by making sure you’re using the right process for the type of account you have."Durga Dido 10:30, 2 February 2010 (UTC)

I think that person can access his/her NCMA. But using the NCMA-interface you can't set a new ingame password without knowing the old one (due to the latest changes to that system).134.147.9.121 12:27, 2 February 2010 (UTC)

Yeah,maybe he could only ask the Support Team to provide some help.--Jinyi 13:28, 2 February 2010 (UTC)

Gaile, is there a chance of getting a "Reset your Password"-Link in the NCMA-Interface? 84.61.9.97 20:54, 3 February 2010 (UTC)

I've been working on this. :) We will be making some modifications to the password change and reset system for NCMA-bound accounts. I think you'll see the update next week. If you have any further comments or questions, please let me know. -- Gaile 01:15, 21 March 2010 (UTC)

Precision shot

Not sure if this is the right place to take it, as you generally deal with user support issues, but it seems like a better place to let an anet staff member know that Regina's page, and linsey's is still locked. During the last update, Precision Shot acquired a bug whereby it removes stances when it lands. This is pretty serious as a ranged, 1/2s attack that removes stances with 6s recharge is pretty overpowered and is kind of counter-productive towards the push Robert seemed to be trying to make away from ranged spike support. Just thought I'd let you know, especially since you're on the wiki atm--TahiriVeila 06:01, 31 January 2010 (UTC)

Well, that's certainly interesting! I'll send an email immediately, and thank you for pointing that out to me! :) -- Gaile 06:11, 31 January 2010 (UTC)

Quickshot is also buggy. It also disables your other attack skills for 2 seconds. This kills the Skill as a whole. 217.235.53.200 16:59, 31 January 2010 (UTC)

Although this is not as important as stated above but there's a discription bug in Reversal of Damage, it says: "The next time target ally would take damage life steal." While it should be: "The next time target ally would take damage or life steal." InfestedHydralisk 17:14, 31 January 2010 (UTC)

Thank you for this information. I will pass it along in correlation with the email I sent about the first post. -- Gaile 19:34, 31 January 2010 (UTC)

Updates are planned for today. -- Gaile 22:04, 1 February 2010 (UTC)

Glad to hear that, even though I'm abusing Precision Shot now. <3 InfestedHydralisk 22:28, 1 February 2010 (UTC)

Shame, Inf, Shame! -- Gaile 22:29, 1 February 2010 (UTC)

thank you --The preceding unsigned comment was added by 77.188.61.235 (talk).

Guild Name

Hey Gaile.

I've got a problem. There is a Guild named Hltler Jugend around. Its german and means Hitler Youth. I've already sent an email to the support with a screen of this Guild Name but it looks like they didn't do anything about it. Secondly, there is guy called "Der Quotenjude". Please, do something about this problem.

Thank you very much, Lyrics. --The preceding unsigned comment was added by 77.188.61.235 (talk).

Hi. Thank you for bringing these names to my attention. Yes, I agree, both are entirely unacceptable. :( But when I checked into them, both of the names did not pull active records. Without taking more time to research them, I can conclude from the lack of current activity records that the people using the names deleted the offensively-named character and guild. In the future, you may be ahead to use the in-game /report system so that the people using such names are reviewed right away. We have people working 24/7 and I'm not on the wiki on a round-the-clock basis so that can be the quickest way to nab them. Thanks again for the alert. -- Gaile 02:23, 2 February 2010 (UTC)

Used accounts??

I recently bought guildwars platinum as an additional account from amazon.com to store some of my extra materials and gold, and now I want to add factions and nightfall on it to get the skills and more variety on my characters. As I was browsing, there are several "used" games for guildwars, and to me that definitely seems like it's against the EULA. Now Amazon.com is using 3rd party merchants to sell copies of guildwars as if it were from amazon.com as in their "featured" merchants. I'm a bit leery of 3rd party merchants cause for all we know it could be used or repackaged to look "new". Is the only really safe way is to get the games directly from the in-game store? The main part that's really appealing is the competitive pricing like it's $15.95 and eligible for super saver shipping from NYC electronics compared to 29.99 from the ingame store. And then others say brand new factory sealed for $8.99... and I'm like, how can this be? Did they hijack a semi's transporting copies of the game? Or are they just used accounts being repackaged to look brand new? --Lania Elderfire 23:17, 2 February 2010 (UTC)

Lania, I've bought a number of different pieces of game software from Amazon 3rd party sellers (including my and my roommate's copies of GW:EotN). Amazon has similar protections to eBay (although not exactly the same), in that if the item is not as described in the seller's description, you can dispute the sale and get your money back. That being said, I suspect that a lot of the "new" GW games sold by 3rd party are truly new, and are simply product which never sold from their brick-and-mortar store. A lot of retailers will post such items on eBay or Amazon in order to reach a larger audience and move their unsold stock off their shelves. Of course, if you're really nervous about the possibility of being scammed, you are right in that buying directly from the in-game store will always be the most secure. :) Good luck! --216.176.94.186 15:36, 3 February 2010 (UTC)

Lania, if it were a repackaged product that was used then as soon as you open it and try the code, GW would tell you that it has already been used and then you would have to file a claim to get reimbursed. The reason that 3rd party sellers may be cheaper is that they could be somebody who got it as a gift and didn't want it or a company just trying to get rid of them. I actually have never bought from Amazon its-self for any computer game and have always got a brand new game that worked fine, in fact I bought EotN for my brother on Amazon or eBay brand new. Check their feedback if you are concerned about there reputation. -- Natalie Black 14:00, 12 February 2010 (UTC)

Missing Miniatures

I just logged on early in the morning and I found 5 of my miniatures to be gone. I don't think I was hacked because if I was they surely would have taken my Miniature Varesh, thank God it wasn't a hack attempt. I was wondering if you could some how retrieve, Gaile because they did take me quite a long time to obtain and my brother only gave me around 60k Platinum and I had to earn the rest of the platinum for the items.

THANK YOU!!! -Praetor

To Answer your question in the same way that Gaile most likely will answer it,The GW team CAN not and WILL not retreive stolen/lost property, they simply do not have the power to do so.You should instead focus your energy on trying to find out how you lost your items.Just because they did not take a mini does not mean it wasnt a "hack".Do you share your account info with your sibiling or best friend,if that is the case that might be how you lost your items, not necciseraly them stealing it, but they could have it written down somewhere and someone else found it.Durga Dido 09:55, 4 February 2010 (UTC)

You could have also misplaced them or left them on another character (which in turn you may have deleted). King Neoterikos 11:16, 4 February 2010 (UTC)

Day-old Account

Over christmasm I accidently bought the platinum edition of guildwars from amizon along with my other purchases. I didnt need it and I didnt feel like another account, so I gave it to a friend. He played for a day and then went to log in and couldnt. Im not sure on the support ticket number or the error code, although I think its claiming a bad username or password. But what Im asking here is, is this a common problem or is it just happening to him? Thanks for reading. --The preceding unsigned comment was added by User:Radthor Dax (talk).

From this info it's impossible to say what the problem could be. It's best if your friend contacts support directly. Rose Of Kali 02:34, 7 February 2010 (UTC)

Upswing in Account Hacks?

Looks like the account hacks are sprouting up again

You might want to look over at guru and these two threads Link1 Link2. Several reports in both threads of being recently hacked. Things seemed to have quieted down for a few weeks, then this.--Lucci Slevin 04:49, 8 February 2010 (UTC)

I really wonder what percentage of people getting hacked had passwords that were extremely obscure, something that a dictionary attack will fail, and a brute random character generator will take years to finish. Something like this : "xD!)kP&n^Jodb4$3Nw". My guess is... probally not that many. In some cases, hackers don't need keyloggers or viruses to compromise your security. If they are good profilers, and know enough about a person they might just guess the password anyway. For example, I'm a cancer biology researcher and just knowing that, you can guess passwords like "metastasis" or "carcinoma" if you know more details about the person, like if you know the person's name, then you can do internet searches and google the person. The more you know the better the chance someone can guess your password. That's why using a completely random password that is not related to anything you do is the best, in addition to using an net alias that is completely different from your real life, but that's not always possible.

Also IMO anti-virus and software firewall gives a false sense of security. There are no single antivirus program that can detect 100% of the threats, and most aren't good at finding root-kits let alone getting rid of them. A lot of computers with active anti-virus are compromised, and the virus or root-kit has modified itself to hide from whatever anti-virus you have installed. You can't ever be 100% sure that you are virus free, no one can claim that. All you "can" do is be 100% sure that there is nothing going on your computer that suggests that there may be viruses. Doing that takes a lot of time, you have to monitor the activity of each running process and module and make sure nothing that isn't authorized isn't being broadcast to the net. You also need some extra software and hardware to monitor all that, and it won't be free. I always advocate multi-layered net security to cover as many bases as you can. --Lania Elderfire 06:34, 8 February 2010 (UTC)

I can unplug my ethernet, format my hard drive, and claim to be 100% virus free. elix Omni 06:40, 8 February 2010 (UTC)

lol, that kinda defeats the purpose eh ;-)? That's the other dilemma in the security community... security at the cost of performance and function is something that no one wants. Thinking like a criminal helps with security greatly... but that's something that you can't really "teach" it only comes from experience observing criminal activity over many many years, something I don't have enough of ^_^. --Lania Elderfire 07:07, 8 February 2010 (UTC)

Question

Actually not trolling this time, ironically. You've heard about the int bots, everyone has. Why isn't any action being taken? How do you think it makes people who were permabanned for botting like me feel when other bots that directly hurt an opposing team of eight, go free? Do you as a company actually plan to do something? If you're going to let GW die, then at least be open about it. Don't try to pretend like you're still concerned with its problems as a whole, when all you have on your mind is the $$ on the horizon from GW2. Feel free to move this to the appropriate Anet staff member's page, as this may not be the place for it. -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 21:40, 11 February 2010 (UTC)

As far as I know, these bots are undetectable unless they begin to scan for .dll's which is supposedly "hard" to do, which is why no action is being taken.

Yet they nerfed the ferver doom spike pretty fast, which wasn't half as bad as the botting... dark chaos 23:50, 11 February 2010 (UTC)

So if some guy obs and he sees the same mesmer int 30 times at the exact same progress what does that tell you ? Lilondra 20:54, 12 February 2010 (UTC)

I wasnt talking about rupt bots specificly, of course humans can tell by the way you mentioned above, but if there are still tons of thoes proph 55 farming monk bots active, something is being done wrong, or not being done at all... dark chaos 07:39, 13 February 2010 (UTC)

I wanted to mention that the issue of bot detection and the action taken against bots is still very much a topic of concern, discussion, and strategizing on the part of the Live Team. -- Gaile 20:23, 24 February 2010 (UTC)

I Need Help!

Hello Gaile, I am in a pickle right now. The event is almost over, and I wanted to attend the even BUT the computer which I regularly play GW on is out of commission for a few days, and I had been using the command line -password to enter in my pw, because I had changed it to something more difficult because of the red text message. I tried logging in using (what I thought was the correct pw) but I wasn't able to exactly remember my pw =( (I know I wrote it down somewhere, but I have yet to find it.)

Then I tried to reset my PW using the GW feature, and it told me I would not get a confirmation email that would give me the new reset PW because my GW acc is linked to my NCsoft acc, is my PW reset? If it is, how can I get it since I won't recieve a confirmation email?

I sent a ticket to support, and I wasn't expecting a reply before the event is over =(. If you are wondering, my ticket # is 100214-002741 begin_of_the_skype_highlighting 100214-002741 end_of_the_skype_highlighting. dark chaos 02:23, 15 February 2010 (UTC)

Gaile is on vacation. You're screwed, bro. elix Omni 02:25, 15 February 2010 (UTC)

Ok, I'll wait then, and also forgot to tell you that I am using a dif computer atm* dark chaos 02:26, 15 February 2010 (UTC)

• Cough*

"Paws to Ponder: Are you on the right page? This page is for casual discussions and chit-chat"

--Neil2250 15:35, 15 February 2010 (UTC)

Ok well it didn't reset my PW like I thought it did, I found where it was written down and it still works. ^^ --dark chaos 00:32, 16 February 2010 (UTC)

Glad to hear that everything worked out ok. :) -- Gaile 20:33, 24 February 2010 (UTC)

Help (ASAP)

I have no idea where to put this question so I just looked for the place that would give me the most advice on the topic >>. I'm writing this for reasons you will see in a sec (I will also not be refering to who my friend is), One of my good friends on GW has been severely harrased via a few different methods for the past couple of days. Has made their time playing the game totally miserable and their is nothing they can do about it. What is happening is a group/guild of people are spamming/abusing/stalking/impersonating my friend and the report function can't really deal with the situation. One incident involved a lure onto vent where again they were abused by a group of people. Suitable SSs have been taken and I just would like anybody to PLEASE help me find where to post this information, I just find it horrible and disgusting and i want these guys dealt with accordingly.--Silven 06:26, 16 February 2010 (UTC)

Report it to NCsoft support, I'm sure they can help.--Lania Elderfire 07:16, 16 February 2010 (UTC)

ok ty so much ^^--Silven 07:35, 16 February 2010 (UTC)

Lania, I fixed your link (external links don't get a |, and only need one set of brackets). For future reference, you can also use the support template ({{support}}). -- FreedomBound 18:53, 16 February 2010 (UTC)

Thanks! I've been away for a while and forgot some of the basic templates and wikia code ^_^--Lania Elderfire 19:23, 16 February 2010 (UTC)

I hope your friend did report the issue to our team. I want to say again that if someone find that the interface is difficult to use, they should consider sending an email to start the ticket process. That address is support@guildwars.com. Thanks. -- Gaile 20:26, 24 February 2010 (UTC)

Oh ty anet! /sarcasm, they did absolutely nothing to people spamming like mad ALMOST EVERYDAY FOR A YEAR....ty soooooo much--220.238.150.101 06:08, 5 March 2010 (UTC)

There are millions, literally millions, of Guild Wars accounts. Some small percentage of people spam. The team takes out a number of those people on an hourly basis. That's 24/7/365. If they miss some spammers -- and they will -- they'll catch them the next day, or the next week, as they're able. Consider the scope of the whole issue and be assured we review every report and react as is appropriate, and that we also have live in-game monitoring and instant blocks, as time and personnel allow. -- Gaile 08:05, 5 March 2010 (UTC)

This is silly, the exact same problem to more of an extent now. ALL the reports to Anet have come back negative while there are clear screenshots showing these people trying to 'sell' one of my friends as a whore. So like am i allowed to go to HA and sell "Gaile Gray cheap"? I'm pretty sure I'd get an instant, perma ban for that. But when it happens to somebody else who cares? right? --Silven 02:03, 20 March 2010 (UTC)

Sup Gaile, I'm looking for a job and I'm willing to bet that the half dozen or so people still working on GW would appreciate someone to share these 24/7/365 Spam Observation Shifts with. Drop me an email if you're interested. -- Armond Warblade{{Bacon}} 21:28, 21 March 2010 (UTC)

@Silven -- please send me the incident number and I will look into the matter. It doesn't matter whose name is used, we would action the incident the same way in every instance. (But please see below.)

@Warblade -- If there's a position, it will show on the Jobs page and you are free to apply. But word to the wise: No one would be happy to be told he or she was going to work with someone who can't restrain himself from making provably inaccurate, denigrating comments about the company and its employees on the official wiki's update notes. No company is going to want to hire such an individual. Foot -- meet shot. ;)

@Everyone -- not every report is genuine. Not ever grievance can be proved. Often -- very, very often -- there's harassment on two sides so action is forestalled in the interests of not summarily tossing a bunch of people out of the game. Remember, too, that not every thing that you feel is unacceptable is, in fact, unacceptable according to UA and the standards of the game. But -- sometimes -- errors are made and we want to own up to those and deal with them. If there's a problem with the resolution of a ticket, you are free to ask me for a review. But please keep in mind that, as a rule, reports of spamming are acted upon within an hour of the report, where those involved in harassment need another level of review and may take a few days to get resolved. And, ultimately, you may not agree with the decision, despite multiple reviews, and that's something that all of us really have to accept.

Again, I will help, but allow the matter several days to resolve before asking, if you would be so kind. -- Gaile 02:13, 22 March 2010 (UTC)

Do I type it here or do I have an email or something to send to? PS. I have a number of screen shots also taken which can further be of help (PPS. It's not my support ticket but my friend's who is getting abused and doesn't want to be named incase they're stalking on here too, just to absolutely clarify that =/).--Silven 07:21, 22 March 2010 (UTC)

Uh, Gaile, I do hope you realize Armond Warblade would die if I were hired. :/ There's a reason every employee at Blizzard, ANet, etc. has a completely different identity when they're working than when they're playing. (Actually, that applies for almost any job, I would think...) And that's not to mention - how would my opinion of the direction the game is being taken affect my ability to find and deal with spammers? -- Armond Warblade{{Bacon}} 15:48, 22 March 2010 (UTC)

@ Silven -- please provide the number here. Doing so does not pose a risk to the confidentiality of the ticket or of the matters under review by the Support Team. I do not need to have you send me the screenshots if they were included in the ticket. Ultimately, I will review, but the Support Team will most likely provide your friend with information about the final outcome of this report. -- Gaile 19:07, 22 March 2010 (UTC)

100318-000495 is the number, and if you're still not convinced i believe there are another 10 screenshots ontop that going back as far as a year of harrassment--Silven 06:23, 23 March 2010 (UTC)

I've read the ticket and I've talked with the team lead. At this point we agree with the Support agent who responded. While it's childish and it's lame to "advertise" that someone is selling another character, is it harassment? I don't really think so. You suggest that someone saying "Want to sell Gaile Gray cheap" would be blocked. Believe me, they've said it! And no, they haven't been blocked. It's rude, it's unfriendly, but it's not literally harassment. And yet, you say that this goes on against your friend for hours and hours, over days or weeks. Now, that's when the lame and the childish can approach something that is actionable. (At least in my opinion, subject to discussion with the Support Team.)

The team feels they need more information, more evidence. If you can have your friend update her support ticket to include more screenshots, and if she can give dates and times for other infractions (like the all chat reference she mentioned in her ticket), that info would help the team pull logs surrounding the time of the incident to see what the other person is doing. The ticket is awaiting further review upon new info and evidence, so please do ask your friend to pursue this. -- Gaile 18:32, 23 March 2010 (UTC)

I'll tell them to upload more but in the meantime, rule number one: While playing Guild Wars, you must respect the rights of others and their rights to play and enjoy the game. To this end, you may not defraud, harass, threaten, or cause distress and/or unwanted attention to other players., so yeah he's CLEARLY broken that rule and to no small extent either, harrassment taking place for around a year ' These verbs mean to trouble persistently or incessantly ', from the online dictionary. So when does persistant start? 2years?? and even from the user-agreement: 6.d)(ix) "stalk" or otherwise harass another member. surely waiting in HA till you get there and displaying the message is stalking? To follow or observe (a person) persistently again ty online dictionary.

Not to mention, rule 10: You may not advertise the intent to or commit the act of buying, selling, trading, sharing, or transferring access to any Guild Wars account for real-world cash or for in-game gold or items. so IF it's not harrassment what is it? clearly if this wasn't harrassment this person would be trying to sell an account NOT ONLY AGAINST THE RULES BUT IT ISN'T EVEN HIS! so you can ignore what's under your nose, but then you'd again have to deal with another offence. Recieving pms for 'How much are you selling for?' and 'lol? you can't sell gw accts' just further proves the breaking of both rules.

So clearly breaking rules 1 AND 10, establishing he has been stalking and harrassing my friend, while trying to sell their account and apparently thats ok?...

--Silven 04:36, 24 March 2010 (UTC)

Now teach John Travolta to dance. elix Omni 04:38, 24 March 2010 (UTC)

You think it's funny that my friend's been, and continues to be, harrassed for a year? How would you feel if it happend to you? and anet claims they "need more information". It's not funny and this actually does fit the literal translation of harrassment, I've had friends be banned for calling me a 'n----r' because that's just how they greet me, and yes that's wrong in itself but when you finally see something completely out of control and unacceptable and then nothing is done about it, you lose all faith in the support team. --Silven 04:55, 24 March 2010 (UTC)

Don't misunderstand. I'm saying there's no point in telling support how to do their jobs. elix Omni 05:16, 24 March 2010 (UTC)

Do I make a diary or something for how many times this guy has been harrassing? because he's still at it you know.--Silven 11:02, 7 April 2010 (UTC)

Major Glitch!

Need help. I think because of all the AFK's there is a major problem with Guild Wars. You are unable to map for long periods of time. It says Re-attempting connection to the server (Code=50) Its happening everywhere. Its happening even in Explorable Areas. I have never seen lag or whatever this bad. Can someone help?! --The preceding unsigned comment was added by 72.82.200.103 (talk).

This has happened to me as well, I was playing in the Japanese districts and kept on getting the same message. I wish I'd logged the IP address... >_< American servers are working fine for me right now though. --Lania Elderfire 22:33, 14 February 2010 (UTC)

I can confirm this as I cannot log in on any character on my account. Could this be caused by a spike on the servers from everyone logging in for the New Year events? I get Error=050 most times. Occasionally I get an Error=007 connection error followed quickly by an Error=050. Any help is appreciated. This puts a crimp in my New Year festivities. Thanks. UPDATE: All of my chars get the error going to Shing Jea. The one I had in the guild hall was eventually able to log in, but then could not access the Monastery. Terryn Deathward 23:08, 14 February 2010 (UTC)

This happened to me as well. The funny thing was, after I kept trying it said: ´Your party is waiting to enter a mission. Do you wish to leave your party?´ Or something along those lines. There was no one else in my party... I was playing on an American server when this happened. OMGWTFBBQCHEESEFRIES 23:18, 14 February 2010 (UTC)

^^Delicious name. Anyway, two of my chars both keep getting err050, one in LA and one in EotN, every time I try them. 11 others are ok. Rose Of Kali 01:01, 15 February 2010 (UTC)

I didn't have it happen during the event surprisingly, but I had it happen when a friend and I were going to Eye of the North and into the Hall of Monuments. Weird...Tender Wolf 01:20, 15 February 2010 (UTC)

Hello, I am running into these errors myself. I have experienced the Code 50 errors in a few different outposts (Not just Shing Jea) and even in explorable areas. I have got the message about waiting to enter a mission an awful lot as well. I have only got that one while I was in an outpost trying to map or go through a gate. It has been happening most of the day today. It seemed like it got really bad this afternoon around 1 pm EST or so. I might be a little off one way or the other. I have gotten disconnected a couple of times as well. I was in quite a few places where various errors have occurred. You might not want me listing them all. (If oyu do need more info, feel free to ask). There is also a glitch (minor of course) that the mini pets get stuck in various places in Shing Jea. I had mine stuck outside the few gates (mainly where the hatchling tagging place is and where you enter and exit the Boardwalk area).Shiva Eluluu

It happens when the event is playing. Atleast, in my epxerience. InfestedHydralisk 01:56, 15 February 2010 (UTC)

I also have encountered the Error=050 problem. I was unable to access the event in Shing Jea. I have been unable to log in on every char that has normal access to the town.Cornelia Deathward 02:17, 15 February 2010 (UTC)

Yup happened to me during event. Was very annoying as it wouldnt let me go to Shing Jea!!! -- Salome 02:18, 15 February 2010 (UTC)

I got an error 50 a few minutes ago. I zoned to Linnok Courtyard from ID10 to open a few lunar fortunes; when I went back to the portal, nothing happened, then I got some orange Error 50 text. After maybe 15 seconds, I zoned to Shing Jea. So I was never actually thrown out of the game. elix Omni 02:20, 15 February 2010 (UTC)

I Have a question. Is it possible that these error messages are caused from the servers being overloaded with people just sitting around on the rings, boosting their titles, and going AFK? If so, I don't think the rest of us should have our events screwed up because of morons going AFK for many hours. Too bad Arena Net couldn't come up with a program to reset Guild Wars after like 2 or 3 hours to kick everyone out so that all the AFK'ers would be kicked out and those of us that were actually online playing, trying to enjoy the event could just log in again and enjoy things.Shiva Eluluu

(Reset indent) I would like to point out that there are many people who cannot be online for the finale, as they have jobs and whatnot. Making it so those people don't get to participate is not something Arena Net wants to do, otherwise they would (likely) have done that a long time ago. Also, I highly doubt it has to do with the AFKes, as the majority of people didn't have this problem. ThrainFile:User Thrain Sig.pngcontribs 03:38, 16 February 2010 (UTC)

This hasn't been much of a problem in previous years, so it's most likely not entirely because of so many people afking since people have been afking this event every year. Besides, Canthan events are designed for afk, so it's really silly to insult people for doing what the festival's designed for. And it was Valentine's Day. I don't think I need to explain why people would afk the event on Valentine's Day. Anyway, like some of the others, I also had the issue with code=50 a few times. It happened during one of the events when I tried to map to Shing Jea, and wouldn't let me enter any district until the event had ended in all districts. I could, however, map to other towns perfectly fine. It also happened once or twice when trying to map to my guild hall. Also, shouldn't this be on the support issues page rather than the normal talk page?--174.130.129.212 18:24, 16 February 2010 (UTC)

I also was unable to attend the event. I was trying to log into the game while on vacation in California, but could not do so. I sent an email to the team to let them know of the issue. This was the first event I've ever missed. :( The team got the issue corrected in a matter of hours, and I am hopeful that most folks did get into the last hours, at any rate.

As I understand it, the team identified the issue and this shouldn't be something that happens again in a future event. -- Gaile 20:21, 24 February 2010 (UTC)

Current Farming Bot Hot Spots?

Hey guys. I review the Botwatch page, but it seems to have fallen off in activity later. I'm going to assume people are using the in-game system, which is just fine. But I have a member of the Support Team who is primed and ready to do some in-game reviews, watching for farming bots.

What maps would you say are the current farm-bot areas of choice? Obviously Bergen Hot Springs is one. BHS is always one. :) Can you suggest other areas that would be worth a little observation? Thanks much! -- Gaile 21:35, 25 February 2010 (UTC)

Jade quarry without a doubt. I know from experience writing scripts myself that it's very easy to write a script (with a simple language like AHK or Java) that checks the top left corner of the screen to see if you're in output and then either clicks enter if you are in outpost or mashes c-space if you aren't. Not sure how well Anet can detect bots that do this, since if you're careful (like I was) and build in random number intervals in between c-spaces and clicking attack skills it should be almost impossible to distinguish from a an actual player at the keyboard--TahiriVeila 21:39, 25 February 2010 (UTC)

If you're interested I can email you a copy of the script I wrote to show you how it works. Live team might be able to use it to help pick out other botters.--TahiriVeila 21:41, 25 February 2010 (UTC)

JQ is a bot spot, but it's not really an item and gold farming bot spot. This particular team member is focusing on the farm bots just now. Thanks for the suggestion, though. -- Gaile 21:43, 25 February 2010 (UTC)

recently mesmers of level 2 or 3 named I Pre Illusion I or similar seem to bot farm teh flowers in pre searin from ashfrod abbey 127.0.0.1 21:44, 25 February 2010 (UTC)

Umm, why isn't it considered an item farming spot? JQ botting is easily one of the fastest ways to accrue balthazar faction in order to gain zaishen keys. Left running for 8 hours my IWAY war script for JQ can net 45-55k balthazar faction = 9-11 zaishen keys = 45-55 plat. Also not that I don't use said bot, I wrote the script and tested it for a week to see if it could be done efficiently without using a .dll forcer to monitor packet transmissions between the server and client. It works and is very easy to do create, I must say =P Anyway if anyone on the live team wants a copy of the script and an explanation of how it functions, drop me a line on talk page or have Regina shoot me an MSN and i can send you a commented copy of my source code. --TahiriVeila 21:48, 25 February 2010 (UTC)

The current bot spots as far as I know from the bots people are releasing:

- Destroyer Cores in Glint's Challenge

- Rata Sum Raptors

- Kurzick Points at Brauer Academy (Quest: Duel of the Houses)

- Byzzr Wingmender outside Lutgardis

- Fort Ranik

- Gates of Kryta

- Sunqua Vale (chest running for Lucky Title)

- Tomb of the Primeval Kings

- Norn Faction Points outside Olafstead with the quest Path to Revelations

- Bergen Hot Springs

- Various Factions Bosses

- Random Arena (Interrupt bot known as "Rupty" and several others)

Check the links for more information about how the bots work:

http://www.xtc-software.eu/board/showthread.php?t=2

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/456508-new-rata-sum-raptor-bot-kknb.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/344826-gwca-goes-open-source.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/470630-beta-next-gen-ex-zk-bot.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/470193-brauer-kurzick-punkte-bot-f-r-jede-klasse-gabba2.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/465305-monk-elite-foli-bot.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/221679-berarbeitet-farben-farm-bot-_-fort-ranik.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/440283-gates-kryta-bot-moqqba-gwca-based.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/451084-sunqua-vale-luckytitle-bot.html

http://www.elitepvpers.de/forum/gw-exploits-hacks-bots-tools-macros/304705-hnfp-bot-again.html

^ You can find alot of info in the elitepvpers forum.

--83.196.78.44 22:16, 25 February 2010 (UTC)

@ TV -- please read my comments again. I said it was a farming spot, but that the farming was of a different nature. Point farming is simply not the focus today, that's all. Oh, and anything that automates gameplay is a bot, .dll injection or not. A dalmatian might be called a "script," but it's still a doggie. :)

@ 83 -- thanks, very helpful! -- Gaile 22:25, 25 February 2010 (UTC)

Jake, faction is not something that can be sold by RMT's. I believe this current anti farm bot campaign is targeting RMT bot accounts, which is why JQ is not on the list. -- Wyn talk 22:26, 25 February 2010 (UTC)

Okay, I get the distinction now. @Gaile, I wasn't claiming that a script is not a bot. I was explaining that I don't use said bot, I simply created it in order to see if it could provide equivalent efficiency to a bot that utilizes packet scanning. A bot that works just as efficiently as a packet scanner by using a scripting language in order to send keystrokes instead will be better to use because a script that sends keystrokes is far more difficult to detect that a program that scans packets. And I wouldn't be offering to give you the source code I wrote for my bot if I weren't trying to help you cut down on bot usage (no matter what form it takes). The bots I write I simply create for the challenge of doing so, not in order to gain an ingame advantage. I like solving puzzles. Once I've got a working bot that's as efficient as possible, I shelve it because I don't care about using it I just enjoy the challenege of creating it =P Also, if you wouldn't mind, could you avoid calling me TV? I much prefer Tahiri or Jake. Thanks!--TahiriVeila 22:53, 25 February 2010 (UTC)

I understand and appreciate your intentions. Remember that when I write on these pages, many eyes will read the response, and that means I need to try to clarify things even beyond what may be necessary for the OP. You know it's a bot. I know it's a bot. But I didn't want someone else to think otherwise. :)

If you want to share the bot code, I'm sure we'd be interested in seeing it. Obviously, though, knowing the security risks, I cannot offer to accept it on my email account. If you could please email this user (me) and send me a contact email address, I can relay that to our test team and ask one of them to contact you about it. Thank you for your willingness to help! -- Gaile 23:17, 26 February 2010 (UTC)

Its been forever since I botted, but the big spots used to be Bergen (ofc), that's where I got caught, and Elona Reach, and someplace in factions that I can't remember that has a few Warden bosses grouped together, iirc. -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 23:25, 26 February 2010 (UTC)

and YOU say your wrongfully banned now if thats not funny 127.0.0.1 23:36, 26 February 2010 (UTC)

Yes, I was. Anything else? Stay on topic. -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 23:41, 26 February 2010 (UTC)

Sent you an email Gaile, glad to help out :) --TahiriVeila 03:32, 28 February 2010 (UTC)

FA glitched

Hey, Gaile. I'd like to draw your attention to this. The turtle that spawns in the purple command point in Fort Aspenwood is bugged. It's always had some occasional problems, but now it just wont move. It either gets stuck when it's first sent out, or stuck at the first gate. I've checked with several guilds and even tested myself, and it appears that the turtle is glitched in almost every match people are doing.

Thanks, and I hope this is an easy fix. Karate Jesus 20:15, 27 February 2010 (UTC)

Actually, let me clarify a bit. The turtle doesn't "always" glitch. It just glitches much more often now. Everything I'm hearing puts it around 3/4 of the time glitching and 1/4 not, and my own research show about the same. And let me also say, that this turtle has been glitched for several years, it just seems to be much more prominent now. Karate Jesus 20:31, 27 February 2010 (UTC)

The carrot must be poisoned. Pika Fan 14:13, 3 March 2010 (UTC)

We gave the turtle a hearty nudge in last night's build. Please let me know your thoughts, but we believe this situation has been corrected. Thanks. -- Gaile 17:47, 3 March 2010 (UTC)

Sorry to bother you, but...

Would you please look at my ticket number 100227-002042? I'd like a response from someone in regards to it, if you don't mind. I would appreciate it. Thank you so very much. Kaisha 11:07, 27 February 2010 (UTC)

ur ticktet... ur account number..bad idea to put that on the interent --The preceding unsigned comment was added by User:Wowufail (talk).

People give gaile their ticket numbers all the time, in fact she asks for them. Kaisha didn't put her account name up. -- Tha Reckoning File:User Tha Reckoning Sig2.jpg 05:00, 2 March 2010 (UTC)

Lol, how ironic, Wow, can I call you by your full name? :P Ticket numbers are basically support case numbers and aren't of any use to anyone besides a support agent. They are the only piece of information that you should give to Gaile, anything else is best submitted directly into the support system with you ticket number so that it's added to your case for any agent to see and stays out of the public eye. Rose Of Kali 09:35, 2 March 2010 (UTC)

Kaisha -- you have asked us to provide you with complete data on every skill in the game, from each skill's original properties through each change, tweak, update, or correction over a period of nearly five years. Unfortunately, that is not information that we will be able to provide. It would take a huge number of hours to put all those details together, and in consulting with my fellow team members, we do not feel it would be reasonable to invest time in putting together that sort of retrospective.

I do have a suggestion for you: If you want to review changes to skills, you can read the Game Update Notes (including their archives) on the official website. We normally post skill changes there, and it seems to me that those resources would give you a lot of data that you seek. -- Gaile 18:13, 3 March 2010 (UTC)

I must correct something I said, with apologies. I reread your ticket (it wasn't scrolling properly) and below your initial comments you noted that you wanted to learn the original design of each skill. Logic tells me that this original data isn't something we could simply pull from the current game code because once changed, the old data is overwritten. And really, I'm not at all sure that we would have the details of each skill readily available in house, but I can ask about that. You may wish to consult some of the Guild Wars Fansites to see if they have the original skill descriptions on file. By the way, we are aware that the details on the official website are greatly out of date because they have not been updated in a couple of years. We will find a way to address that problem, to avoid confusion. -- Gaile 18:30, 3 March 2010 (UTC)

You don't keep backups of the original code? I'de be very surprised if there isn't a copy of the original/launch source code lying around somewhere--TahiriVeila 00:40, 6 March 2010 (UTC)

The question isn't having backups, is dedicating staff time to collect the information. -- Gaile 02:03, 6 March 2010 (UTC)

Prepare to be amazed: http://gw.gamependium.com/tools/skills/. Every single Guild Wars skill, every single version of it after every single patch. :D DarkNecrid 07:46, 9 March 2010 (UTC)

100227-002394

Hi Gaile, I do not think I either got the pleasure of speaking to you prior to your change of Jobs within ArenaNet however I must asked for assistance for gaining access to my account in reference to ticket 100227-002394 which is currently sitting with the account Support.

I have been unable to access my account since the last update to Seeping wound were I could previously access my account. I do not believe and hopefully it's not true that have been hacked in any shape of form but I am finding it strange that I cannot access my account. If you can please ask support to chase up my ticket and come to the conclusion and however reset my password so I can gain access to the game I love to play and will enjoy playing.

Thanks in advance.---188.221.68.0 11:54, 3 March 2010 (UTC)

I am sorry that I missed this. You added to someone else's thread, at the top of the page (new items go at the bottom) and I only spotted it today. I apologize in advance if I have two threads merged into one, as well. It's sort of hard for me to sort this one. :)

Checking the ticket in question -- 100227-002394 -- it appears that it is still on hold. This is because the team needs to have the owner of the account -- I believe that is your father -- contact them for assistance. In fact, someone else responded to the ticket and asked to have a new ticket generated, but the team cannot give access to someone else. Please contact Support and ask them how to proceed. -- Gaile 01:24, 21 March 2010 (UTC)

Case #090901-002187

Dear Gaile, By chance I returned to browse through the Guild Wars wiki and fan forums after several months since my account termination in Sept due to alleged botting, and noticed a spate of security breaches reported by players across the board. Therefore I decided to give my plight another try in hope of a more sympathetic review. I wrote to you on your old email account I believe and did not receive a reply then. Frustrated, I gave up at that point believing it is really impossible to ever get my account back. Now at least, I can put this matter to rest by knowing if there is any possibility at all to the recovery of my account as I believe I have been entirely forthcoming and above the board in my case. I have sent the entire correspondence between me and Support and also the unreplied email I wrote to you to your email here. Hopefully you will be able to tell me if there can be a favourable resolution to the matter either here or via email. I realise it's hard given the time transpired between then but I had try because it's a principled thing to do. Thanks v much in advance. Herng 15:52, 3 March 2010 (UTC)

Hello, Herng. Thanks for getting in touch with me, and for sharing the details of this incident. I asked the team to review the data, because in my research of the matter I noted some oddities that lead me to believe a second look was indeed in order. The team just let me know that an error was made in the interpretation of some data; they will be reinstating your account today. I want to say how sorry we are that this took place -- it is a rare occurrence, but it is always a matter of concern when it does happen and we do take this sort of thing seriously. This means that the team will be reviewing data a bit more carefully to avoid a repeat for someone else.

I appreciate the courtesy that you showed in your interactions with Support and in your inquiries to me. I applaud your patience and I'm delighted that you will be back in the game! -- Gaile 20:02, 4 March 2010 (UTC)

Dear Gaile, I do apologise to have to bother you again. Under normal circumstances I would have no problems whatsoever getting back into the game and am very grateful for the assistance you gave me in getting my account back but it is not to be. After seven months of undeserved suspension, I have forgotten the password to my GW account. Through access on my NCSoft Master Account I attempted a password change since I can't do so now through my email. As you know, new security procedures meant that I had to contact support. I forwarded the exchange to your email. After waiting patiently for 3 business days without any reply, I decided to send them an email hoping to gently remind them of my ticket. To my shock, I discovered that my NCSoft Master Account has been removed. To do this without any notification whatsoever is an utter outrage. I am sad to say I am severely disappointed in the entire affair. Some choice words could have been said about the level of professionalism in your Support Team but I prefer to leave it at that. Please help. PS: I gave the master account another try by resetting the password and I regained my master account back but it seems that I can't contact support because my account has been disabled. At wit's end. Thanks ever so much for your kind assistance. Herng 20:40, 9 March 2010 (UTC)

Hello, Herng. Thank you for making me aware of this situation. Upon receipt of your email and this message, I immediately requested a meeting to sort out what has happened to your account. I know I can confirm that your game account will be (should already have been) reinstated, that's not the issue now. I am curious about the other issues and I will investigate them immediately. Thank you yet again for your patience! -- Gaile 20:59, 9 March 2010 (UTC)

Following up: I have asked the team to reinstate your account and address any issues with the Support Account or the NCsoft Master Account as soon as possible -- hopefully first thing in the morning. I believe you will be reinstated Wednesday morning (US time), but please let me know if that is not the case. -- Gaile 03:10, 10 March 2010 (UTC)

Gaile, just want to let you know that the matter has been resolved to my satisfaction. I can't thank you enough for the invaluable help and for restoring my faith in ANet. Herng 03:14, 11 March 2010 (UTC)

I talked to the team today, just to check, so I knew you'd be hearing. I made a suggestion, which they accepted, and I also mentioned the situation at a team meeting, as well, so that we can be extra watchful for such an occurrence in the future. It's not often it happens, but we want to get that number down to zero. :) Welcome back to the game, and thank you again for your continuing patience and great courtesy throughout! -- Gaile 07:53, 11 March 2010 (UTC)

Need help with RMT ban

Sorry Gaile Gray, I dont know where to add a post. Here? I have BIIIIG Problem. Is there any way to clear ban on GW account? Because I had hacker, and he was selling gold for real money. Now I am with ban, and hope. I was writing to NCSoft Support, but they, GM Adam and Erick, dont reply to me. I am from Poland, so my english isn't too good. Can u help me anyway? Is there way to undone ban? --The preceding unsigned comment was added by User:Revan92 (talk).

I added a header for you. Gaile will need your Support Ticket Number to find your case and look what happened. You can add the ticket number here, but don't give your email or account information, just the ticket number. If you need help with translating something, you can ask me, I speak Polish. Rose Of Kali 14:08, 7 March 2010 (UTC)

Ok, więc cześć. Mój numer to [Incident: 100305-002080] [Incident: 100307-001463] ponieważ wysyłałem dwa maile, pierwszy w sprawie hacka, drugi już w sprawie shackowanego konta i bana. Chciałbym aby załatwione to było jak najszybciej, ponieważ jestem uczciwym graczem i nie handluję złotem. Nawet nigdy nie miałem tego na myśli. Eh jeden haker i tyle kłopotu. --The preceding unsigned comment was added by User:78.8.66.78 (talk).

Translation:

Ok, well hello. My numbers are [Incident: 100305-002080] [Incident: 100307-001463] because I sent out two emails, first regarding the hack, second regarding the hacked account and the ban. I would like this to be taken care of as quickly as possible, because I am an honest player and I don't sell gold. It never even crossed my mind. *sigh* One hacker and this much trouble.

Rose Of Kali 17:45, 7 March 2010 (UTC)

This up, was very good translation of my words. Please Gaile, You are my only hope, except NCSoft Support. Revan92

This ticket appears to be very close to resolution. The team has received your response with the information that you supplied, and I believe you will be hearing from them very shortly. Please check back with me if you have not heard by Thursday evening, your time. Thank you. -- Gaile 21:34, 9 March 2010 (UTC)

Hey Gaile Gray. The problem is now gone. I have my account back. Thank You for all help. I just want to see You in-game once more Gaile. It is possible? Cheers!

hey gaile , this account Blockade

hey ,have a account blockade, # 100306 - 002469 ,plz you see this ,thank you.这个号刚购买就被封了。理由是金钱交易，申诉几次都失败。请问刚申请的CDK是不能在游戏中进行交易的，这个封锁的理由是否妥当？This number has just purchased was sealed. The reason is money transactions, the complainant failed several times. CDK does not just apply to trade in the game, the appropriateness of the reasons for the blockade?--Weillz 14:02, 9 March 2010 (UTC)

This ticket is very new, and the Support Team has not have time to review it. Please allow them to do their review and make an official response to the customer. -- Gaile 21:33, 9 March 2010 (UTC)

thank you.我等你的消息.--Weillz 10:52, 13 March 2010 (UTC)

hey,HOW? --Weillz 14:13, 17 March 2010 (UTC)

My Game Activation Card is wrong

Hi, Gaile,

I have a Guild Wars Prophecies Collector's Edition that comes from Fnac (french video game store) and the Support told me that my code is a Collector's code but that my card is NOT, and that I should bring it back to the store. The box was still sealed and the code unscratched when I got it. Well my problem is now that they don't accept opened boxes and that they aren't even selling this product anymore. My card has a ranger on the front and it says "GAME ACTIVATION CARD", how do you recognize a Collector's card from a normal one? I don't really understand how my card can be a non-Collector's card when the code is a Collector's code and the card came inside my Collector's box with the artbook, headset and everything. There must have been a printing error? Could you give me an address, where I could send the card or even the whole box to you so that you can check it out yourself?--129.13.72.197 21:41, 9 March 2010 (UTC)

What is your Support Incident Number? When and where did you purchase the game? -- Gaile 21:50, 9 March 2010 (UTC)

My Support Number is 100303-001135 and I purchased the game from eBay about a year ago and the vendor bought it from Fnac (he was selling alot of the boxes for about 75€ and got only good feedback). It was still sealed and the code unscratched, it even still had the 25€ promotion sticker on it. This is how my card looks on the front: http://img532.imageshack.us/img532/9236/img3371.jpg --129.13.72.197 21:53, 9 March 2010 (UTC)

Well, you can certainly take this up with the EU Support Team, but I can say that we do not support sales (or resales) through auction resellers. It doesn't matter where the reseller allegedly purchased the item in the first place, we've seen too many problems develop with games sold through third-party sellers. These include having the wrong access key, having a used access key, or having no key at all. (And some of those boxes appear to be factory-sealed.) I'm sure you can appreciate that there's a reason that publishers build a group of "authorized retailers" and why those relationships are so important, and so well supported between publisher and retailer. ArenaNet and NCsoft do not authorize sales or resales through individuals or third parties, nor does our authorized distributor sell to auction site vendors.

One tip: Sellers on auctions sites live by their feedback. I would consider requesting a refund from the reseller and, if that fails, leaving the reseller with accurate (negative) feedback about this situation. I would also file an appeal through the auction site. They will usually take good measures to resolve such issues. I'm very sorry that this situation developed, but believe me, it's not the first time I've heard of something going wrong with a resold copy. It's not even the first time this week. :( -- Gaile 03:56, 10 March 2010 (UTC)

That's very sad to hear.

So you would say the card is a fake?

In my thread on GuildWarsGuru a person replied that there have been problems before with CE editions containing non-CE keys [4], could this possibly be a similar issue?

The card really doesn't look faked but I would like to send it to you so that you can verify (if you can give me an address).

I mean there must be a bigger problem if there have been Collector's Keys printed on non-Collector's cards in Collector's boxes. Especially if these problems are not unheard of, with some keys even being printed twice (as happened in this thread [5]).--129.13.72.197 07:36, 10 March 2010 (UTC)

I didn't mean to pronounce judgment on the key -- not at all. I was just preparing you for the possibility that it's fake, since I've seen so many cases of fake keys, substituted keys, and so forth. :( I already sent an email to the team lead early today; he and I will discuss this tomorrow... err... later today (since it just passed Midnight Pacific -- I lost track of time in Frost Gate :) ).

We'll do the best we can in this situation, and I hope we're able to find a remedy. By the way, did you contact the seller at some point? You said you purchased the game about a year ago, so I wondered if you'd had any discussion with him about this at some time or another. I hope we can help, and we should know more in a day or two. -- Gaile 08:30, 10 March 2010 (UTC)

I tried to contact the seller but I haven't received any reply yet, and he hasn't been active on eBay for 5 months, so I don't know if he still reads his notifications.--129.13.72.197 09:02, 10 March 2010 (UTC)

Hi, I still haven't heard back from the support. Do you have any update on the issue? --82.155.73.115 18:48, 2 April 2010 (UTC)

(Reset indent) This article was copied and reposted on the active talk page. I will replace this content with the reposted material when I do my next archiving. -- Gaile 18:03, 28 April 2010 (UTC)

My Game Activation Card is wrong

→ moved from Feedback_talk:Gaile_Gray

Hi, Gaile,

I have a Guild Wars Prophecies Collector's Edition that comes from Fnac (french video game store) and the Support told me that my code is a Collector's code but that my card is NOT, and that I should bring it back to the store. The box was still sealed and the code unscratched when I got it. Well my problem is now that they don't accept opened boxes and that they aren't even selling this product anymore. My card has a ranger on the front and it says "GAME ACTIVATION CARD", how do you recognize a Collector's card from a normal one? I don't really understand how my card can be a non-Collector's card when the code is a Collector's code and the card came inside my Collector's box with the artbook, headset and everything. There must have been a printing error? Could you give me an address, where I could send the card or even the whole box to you so that you can check it out yourself?--129.13.72.197 21:41, 9 March 2010 (UTC)

What is your Support Incident Number? When and where did you purchase the game? -- Gaile 21:50, 9 March 2010 (UTC)

My Support Number is 100303-001135 and I purchased the game from eBay about a year ago and the vendor bought it from Fnac (he was selling alot of the boxes for about 75€ and got only good feedback). It was still sealed and the code unscratched, it even still had the 25€ promotion sticker on it. This is how my card looks on the front: http://img532.imageshack.us/img532/9236/img3371.jpg --129.13.72.197 21:53, 9 March 2010 (UTC)

Well, you can certainly take this up with the EU Support Team, but I can say that we do not support sales (or resales) through auction resellers. It doesn't matter where the reseller allegedly purchased the item in the first place, we've seen too many problems develop with games sold through third-party sellers. These include having the wrong access key, having a used access key, or having no key at all. (And some of those boxes appear to be factory-sealed.) I'm sure you can appreciate that there's a reason that publishers build a group of "authorized retailers" and why those relationships are so important, and so well supported between publisher and retailer. ArenaNet and NCsoft do not authorize sales or resales through individuals or third parties, nor does our authorized distributor sell to auction site vendors.

One tip: Sellers on auctions sites live by their feedback. I would consider requesting a refund from the reseller and, if that fails, leaving the reseller with accurate (negative) feedback about this situation. I would also file an appeal through the auction site. They will usually take good measures to resolve such issues. I'm very sorry that this situation developed, but believe me, it's not the first time I've heard of something going wrong with a resold copy. It's not even the first time this week. :( -- Gaile 03:56, 10 March 2010 (UTC)

That's very sad to hear.

So you would say the card is a fake?

In my thread on GuildWarsGuru a person replied that there have been problems before with CE editions containing non-CE keys [6], could this possibly be a similar issue?

The card really doesn't look faked but I would like to send it to you so that you can verify (if you can give me an address).

I mean there must be a bigger problem if there have been Collector's Keys printed on non-Collector's cards in Collector's boxes. Especially if these problems are not unheard of, with some keys even being printed twice (as happened in this thread [7]).--129.13.72.197 07:36, 10 March 2010 (UTC)

I didn't mean to pronounce judgment on the key -- not at all. I was just preparing you for the possibility that it's fake, since I've seen so many cases of fake keys, substituted keys, and so forth. :( I already sent an email to the team lead early today; he and I will discuss this tomorrow... err... later today (since it just passed Midnight Pacific -- I lost track of time in Frost Gate :) ).

We'll do the best we can in this situation, and I hope we're able to find a remedy. By the way, did you contact the seller at some point? You said you purchased the game about a year ago, so I wondered if you'd had any discussion with him about this at some time or another. I hope we can help, and we should know more in a day or two. -- Gaile 08:30, 10 March 2010 (UTC)

I tried to contact the seller but I haven't received any reply yet, and he hasn't been active on eBay for 5 months, so I don't know if he still reads his notifications.--129.13.72.197 09:02, 10 March 2010 (UTC)

Hi, I still haven't heard back from the support. Do you have any update on the issue? --82.155.73.115 18:48, 2 April 2010 (UTC)

I still have this issue.--129.13.72.197 17:27, 28 April 2010 (UTC)

Yes, and your issue is with the seller, as you were informed by Support on March 9. You purchased from a reseller and it seems pretty clear he defrauded you. There is absolutely nothing wrong with the key -- no printing or packaging issue was connected with your key -- you were simply sold a standard edition key as a collector's edition key. The situation you're in is similar to others involving used or resold products. For instance, if you buy a used book you cannot go back to the book publisher and ask for compensation for torn or missing pages. If you buy a used movie ticket, you cannot demand that the theatre let you in to watch the movie.

Please pursue this matter with the reseller. If he/she fails to honor your purchase agreement, consider contacting eBay so the reseller is stopped from doing this to other people. eBay may be able to help you in other ways, as well. -- Gaile 17:49, 28 April 2010 (UTC)

Incidentally, please do not copy articles in the archives and repost them on the active talk page. As you will note, the page is presented chronologically, and I now have content from nearly two months ago in the "newest" position. Here's a tip: If you want to update your issue, make a new thread and refer to the older one in the archives, with a link to the archived content.

I will leave this on the active page for a day or two, since that is where you will look for it, but I will then replace the archived content with this larger article. -- Gaile 17:59, 28 April 2010 (UTC)

Sorry but I don't understand why you say this "you were simply sold a standard edition key as a collector's edition key", the Support told me the key *is* indeed a Collector's Edition key but the card where the key is printed on is not. Why would a Collector's Edition key be printed on a non-Collector's Edition card then? This is what the support has told me: "Le numéro de clé correspond à une version collector et la carte ne correspond pas à une carte de version collector."--129.13.72.197 04:37, 29 April 2010 (UTC)

I reread the ticket to review the matter. The brutal fact is, the key is fake. (I'm not going to go into how we have confirmed it's fake, but believe me, it is.) Whether the key is an SE or a CE key, whether someone made a fake key, whether the image is photo-shopped, whatever, the fact remains the key from your purchase is not valid. It is in use; it is void; it is not available to you because it was previously enabled on another account, before you bought it from the third-party reseller. There was no printing error, no publisher mix-up, no packaging glitch. The end result remains: You need to go back to the reseller for any sort of remedy for this situation. -- Gaile 23:33, 29 April 2010 (UTC)

I find it an incredibly stupid accusation to tell me the photo is photoshopped, because I am holding the card in my hands right now. Can you give me an address where I can send the card so that you can determine it is not fake? Oh and the reseller does not exist anymore/does not do business on eBay anymore.--129.13.72.197 08:15, 30 April 2010 (UTC)

You misunderstood Gaile. She did not mean that you photoshopped your photo of the card, but that a conman may have photoshopped the card itself before it was printed. What she means is that the box you got was not "made" by NCSoft, but was assembled by the reseller and contains a card with an invalid key. A possibility (not saying that's the case, but a possibility) is that the original collector's key was sold online as key-only, and the card you got was a photoshopped SE card with the used CE key on it. There are many ways to con a buyer of the coveted collector's edition, and there is nothing ANet or NCSoft can do for you, because what you bought was not from them or their authorized retailer, thus they carry no responsibility for it. Also, since it's been so long since you bought the box, you're likely out of any kind of EBay warranty, and as you mentioned the reseller is inactive. So, you got conned, the seller is gone, and it's not likely you can get your money back a year after the fact. I don't know the details of EBay's warranties (or PayPal, or whatever means you paid with), so you should still check to see if your purchase might be covered, it's your only option for a remedy. Rose Of Kali 18:00, 1 May 2010 (UTC)

Correct. My reference to the access key was strictly neutral, not accusatory. I regret that I may have been unclear, or that you may have misunderstood my intent. I truly am sorry that you received an invalid key, and I hope you understand that NCsoft and/or ArenaNet cannot and should not be expected to remedy this situation. -- Gaile 19:49, 3 May 2010 (UTC)

(Reset indent) The game accepts the key but says it is already in use, I guess that means the key is not fake. I have the game box with the full contents (art book/headphones/game cds/game activation card). How can someone can photoshop a full retail game box? Please tell me how the key can be fake, the box was sealed and the key unscratched! The support said that my key is a collector's edition key that has been printed on a standard edition card, well that assumes the key is real and there has been a manufacturer error. Where can I bring my game box so that you can review that it is legit? --129.13.72.197 10:24, 8 May 2010 (UTC)

When you can tell me that you can somehow prove that that key came in that box, we can talk. But no, you can't, because it didn't. Again: There was no printing error. Again: There was no packaging error. If there was an error, the error took place outside anything over which the company had control. It could be said that there has been a concerted and intentional attempt to deceive throughout this entire incident. Neither an external error nor an issue of deception on the part of anyone involved in this issue will be redressed by the company. Just as someone who buys a knock-off Gucci can't legitimately expect Gucci to "make it right."

The fact you waited a long while -- a year I believe -- to contact Support, the fact you gave the team incomplete and conflicting information, the fact your eBay seller is no longer active on eBay -- all of these things speak volumes. Volumes that we cannot, should not, and will not ignore.

Again, and as politely as I can put it, your only course for redress, if indeed you are entitled to redress, is through contacting the eBay seller. The only manner in which anyone can obtain a CE key is through the purchase of a genuine, sealed, retail version of the Prophecies Collectors Edition and those are rare if not entirely depleted by now. I've been saying for a few years that "caveat emptor" should be the would-be CE owner's watchword -- first, last, and middle -- on a purchase made to fulfill that goal. You must stop asking ArenaNet or NCsoft to give you a free CE key. That will not happen. Truly, this matter is closed. -- Gaile 04:27, 13 May 2010 (UTC)

Odd PVP chtr creation problem

hey there, I am trying to help a friend set up a PVP chtr that requires a superior blood rune. problem is, on the item screen its locked out and its not something this person can get from the priest (its just not an available item as would be normal had it been unlocked...
problem is obviously that its showing as a locked item in pvp equipment, and acting like an item that has been unlocked by the priest of balth and the end result is that you cant use it at all. quite honestly, not sure why its doing this or where to go from here but everyone that i have talked to has said some variant of "thats weird" or "thats not possible you dont know what you're talking about".
help?

you have to unlcok the normal, then next level up then superior rune of that type from the priest. As you unlock 1 the next level becomes avadiable to unlock hope that helps --Nick123 17:30, 13 March 2010 (UTC)

You have to unlock Minor Rune first, then Major and then you can unlock Superior. InfestedHydralisk 00:36, 14 March 2010 (UTC)

To add to what they said, it is also possible to have a Major/Superior version of a rune, without having unlocked the lower tier(s). If you had acquired the rune in PvE (through the identification of a salvage item), you would be able to use that version of the rune, but you will still have to unlock the other levels (Minor, Major/Superior) using either Balthazar faction, or identifying them off of an item in PvE. I hope that helps. ThrainFile:User Thrain Sig.pngcontribs 00:47, 14 March 2010 (UTC)

Hacked

Hi Gaile. My account was hacked two days ago. I sent an email to account support and they have not yet replied. This account has my main character on it, lots of valuables and I am very concerned about its safety. I did give out my account name to a guild member whom I trust dearly. I dont know if he was behind it, but I am greatly hoping I didn't loose my characters. the password was obviously changed, and I requested a reset about 5 times. Thank you. —The preceding unsigned comment was added by 96.231.154.85 (talk • contribs) at 23:54, 14 March 2010 (UTC).

Just so that Gaile can even begin to help you or look at your situation, you need to give her your incident number here. And I sure hope you didn't give your password to that guild member, no matter how dearly you trust him. Rose Of Kali 01:32, 15 March 2010 (UTC)

Sorry about that, here is my number: My account [Incident: 100314-000429]. I didn't give out my password... aren't there programs that can figure the password out?

They can figure it out easily if they sneaked a key logger on your system. --Lania Elderfire 14:26, 15 March 2010 (UTC)

Gaile, I am quite upset about all of this... after reading past account hackings, i found that valuables can't be restored? that seems fairly rediculous! it was in no way our fault, and we should not be punished for what happened by not being able to restore are account to its prior condition. It upsets me and I hope you can do as much as possible to get account the way it was BEFORE the hacking.

It's not a punishment, it's a result of limited resources. They do not take logs of the condition of every account at every moment, because that would be a ridiculous amount of data. --Kyoshi (Talk) 22:30, 15 March 2010 (UTC)

I just wish there could be some way to check status of like last 24 hours or something... I'm not too good with this stuff, just really mad at whoever hacked me.. xD

It would still take too many resources, to track billions of items on millions of players, even for a day. I'm sorry that you lost your account, as I'm sure are Gaile and the support team, but there just isn't much they can reasonably do about it.

As far as not having received a response from support yet, they have quite a bit to go through lately, but they do tend to act quickly upon reports of hackings, even if they don't get back to you at first. I suggest in the meantime you try to log into your account; if it says you've been banned or blocked or something like that, they probably cut off your account so the hackers can't get at it. Of course there's no guarantee that they didn't already get at it, but they do what they can. --Kyoshi (Talk) 00:29, 16 March 2010 (UTC)

Too late for that, password has already been changed. I just hoped my rit is still there, took me a long time to get her where she is now. (titles and stuff)

Update, its day three, and still nothing from the team. Also a different account got blocked (below conversation). Getting a bit nervous this might not work out in my favor.

Don't update every day like a journal. I'm sorry that it's taking so long, but Gaile is not going to get to you any faster if you whine more. --Kyoshi (Talk) 20:05, 16 March 2010 (UTC)

Well excuse me for trying to keep Gaile posted and help her with her job.

All you said is that it's been another day (I'm sure Gaile is aware of this fact) and that you're getting nervous (which, while maybe relevant to you, is not useful). Sorry, but that doesn't really help Gaile with the issue at all. Just wait for a response. --Kyoshi (Talk) 20:27, 16 March 2010 (UTC)

Gaile, updating: The support team are combining this ticket and the bellow ticket onto one ticket: 100313-002988. Thank you!

Checking back on this one, it appears everything was addressed on 17 March. Can you confirm? -- Gaile 01:27, 21 March 2010 (UTC)

Everything has been resolved, however now gold sellers are threatening me to report me to Anet. Not sure how they got my email, but now they're trying to force me to pay them. This is the quote from the email they sent me: "Hello, we are YOYO game store. We have your in game name and that you bought gold before. shall we send the information to GM ?" --The preceding unsigned comment was added by 96.231.154.85 (talk).

I have not seen that one before! Could you kindly forward me the email they sent you? Please send to SupportLiaison@Arena.Net. I'd like to have a copy of this on file. Also, have you made Support aware of this communication? Thanks. -- Gaile 19:51, 3 May 2010 (UTC)

Would it be possible to post original phishing and scam e-mails (with identifiable information removed) here on the wiki or somewhere else so that people have a better idea of what a scam e-mail looks like? This might help with recognition of scams rather than just paraphrasing the contents of a scam e-mail. --Lania Elderfire 20:52, 3 May 2010 (UTC)

Lania, I've thought about doing that, but you know what? I'm a bit afraid I might be giving some unscrupulous person a "blueprint for phishing" if I do. Also, quite often the would-be phisher has errors in the email he sends. If I post it, people might be inclined to point out "this is wrong" or "that should have said (something else)" and that would give the phisher a free edit, meaning he could refine the poor message that he sent to make it look more genuine.

Right now, I'm going to hold off on posting the actual content, but let me check with some colleagues and get their thoughts. I can see some value in publishing the attempt, and I'd like to bounce the idea around with a few fellow staff members. Thanks. -- Gaile 00:18, 4 May 2010 (UTC)

This website has content that I was roughly thinking about [8]. It describes what phishing is and how to protect yourself, and on the bottom are examples to which there is an explanation as to why the e-mail is an phishing attempt. --Lania Elderfire 04:04, 4 May 2010 (UTC)

Unjustly Banned

Unjustly Banned, ticked #100316-002309

Hello Gaile, my ticked number is: 100316-002309. I was unjustly banned for botting about an hour ago. I had JUST purchased the new account, and I am very upset about this. My money was wasted for no reason whatsoever, and the above talk was another account of mine being hacked. I am dissapointed in the speed of ANET's account support team, and I am hoping to get some kind of assistance from you shortly. Thanks! --The preceding unsigned comment was added by 96.231.154.85 (talk).

Gaile usually asks that you let support handle the issues, and only come here if you don't get a response after a few days. The system has to work that way, or she would be overwhelmed (and as you can see, she has little spare time to devote to the wiki as it is). -- FreedomBound 15:31, 16 March 2010 (UTC)

Right sorry, I've already sent a ticket, although the gw community is really impressive assistance wise ^_^ --The preceding unsigned comment was added by 96.231.154.85 (talk).

This ticket was merged with another one -- 100313-002988 -- and the account issue has been fully addressed, as far as I can see. Since this particular ticket was merged (and closed) I'll archive this soon. -- Gaile 01:29, 21 March 2010 (UTC)

Help please!

→ moved from Talk:Gaile Gray

I am sorry to bother you, but I am not sure if there is a glitch or what. I added a guy to my ignore list because he was saying alot of bad things to me and harassing me and so forth a while back. Right now, he is whispering me and he is still on my ignore list. He's on a different name character, but he is still on the same account. How is this possible? I get a message saying I can't add him to my ignore list again because he is already on it. I asked a friend of mine about this, he said he has someone on his ignore list and that person is still able to whisper him too. Anyways, now this person is bothering me yet again. Help or Advice Please so it can stop. :( If you need more info, don't hestitate to ask. I took a screenshot of my ignore list and the message I got when it appeared as I tried to add him again. Thank you for your time. Shiva Eluluu 17:09, 16 March 2010 (UTC)Shiva Eluluu

support would be a better place for your question, but in the meantime, I'd suggest removing him and re-adding him, to see if that works. -- FreedomBound 17:21, 16 March 2010 (UTC)

Yep, remove the old name and add again with the one he is using now. Might be (just a guess) that the old character was deleted and that's causing a weird problem. Rose Of Kali 18:25, 16 March 2010 (UTC)

I know it doesn't work that way for friends. Kind of odd that it would work for blocks. --Kyoshi (Talk) 19:28, 16 March 2010 (UTC)

I have heard of instances where someone is blocked and is still able to whisper the person he's been antagonizing. I believed that was corrected some time ago. If you're being harassed -- whether by whisper or by any other means -- feel free to contact Support. Give them the day, time, time zone, and the parties involved. If you want to send a few screenshots, that's fine, although they can also pull game logs.

In the end, we want the game world experience to be pleasant for everyone, and the team will take measures to look into issues like verbal harassment. Be aware, though, that quite a lot of these issues involve what we call "mutual harassment," and therefore no action is taken. If you're engaging in conversation with him, I encourage you to stop and, if the harassment continues, report him and let the team take a look. Best of luck. -- Gaile 01:13, 21 March 2010 (UTC)

New Phishing Attempt

I just got phished. Well, someone attempted to phish me, but wise guppy that I am, into the bin it went, with yesterday's pizza wrapper. :)

Here's the latest: There's a new email being sent around, subject line "Aion Account Security Warning." It's going out not just to those with Aion accounts, but to other people as well, probably even non-NCsoft customers. It's probably only a matter of time until it is sent around with "Guild Wars" instead of "Aion."

The alleged "sender" is marked "support@ncsoft.com [mailto:support@ncsoft.com]." But any scammer can make a fake "sender" line. In truth, this email came from a bloomin' hotmail account! (Always, if you're not sure, check the properties of your emails, people!) Oh, and the link they wanted me to click to protect my Aion account? It's NCsolt (NCSOLT), not NCsoft (NCSOFT).

Please take care, and let me know if you have any questions. -- Gaile 01:03, 21 March 2010 (UTC)

Yeah I just got one of these bad boys, apparently I will be banned from Aion in the next 72 hours for (I think) stealing accounts. Good thing I don't play Aion. Maybe these people should write in coherent English when attempting to steal things from English speaking people. -- Tha Reckoning 19:18, 5 April 2010 (UTC)

Since I posted this a month or so ago, I've gotten at least a dozen other phishing attempts, including a new spin on the theme that asks you to run a file because "your account has been accessed by someone else." Hey, guys: Be careful out there! -- Gaile 02:47, 28 April 2010 (UTC)

If your email client support displaying the source code of the e-mail, you can definitively tell if it's a phishing email or not if you have even the slightest doubt. If you have trouble reading the source code, then contact someone on any type of security forum, or any IT buddies you know. You can also find the IP address that originated the e-mail, and if you get several from the same IP or from the same domain, you can contact the web provider that phishing emails are originating there. Use something like Domaintools.com see the information about the IP addy. They might do nothing especially if the e-mail originates from china. For the record I have nothing against Chinese people, just that the Chinese government is corrupt. --Lania Elderfire 02:59, 28 April 2010 (UTC)ar

Problem Resetting My Password

Problem resetting my password, Incident 100118-000368

Hi Gaile, sorry to bother you but this really is my last resort.

Unfortunately, Support can be of no more assistance, so I would like to know if anything can be done at all. I've provided all the information I could to the Support Team but still nothing can be done. It's funny because the account is really mine, theoretically the Support Team might be right, but technichally this account was not transfered to me.

So please let me know if there's anything that can be done. I can provide any further information about my account you may need to know, but I really can't lose my account forever after all these hours of gameplay.

Thanks in advance! Nipenthis 14:50, 23 March 2010 (UTC)

Do I need to provide additional information here? I didn't because I think you can read the whole discussion I had with the Support Team, can't you? Nipenthis 14:55, 26 March 2010 (UTC)

What did they say? Do you not have the original access codes for the game? Please also elaborate on "technichally this account was not transfered to me". What do you mean "technically"? --Lania Elderfire 16:49, 26 March 2010 (UTC)

To make a long story short, I need to reset my password but I can't, because the account I'm using was bought for me as a gift by a friend of mine who activated it using his own name, address, etc. He NEVER used it himself, it is my account. In order to reset my password I need to provide the information he had provided at the creation of the account. However we have both moved to different cities and it's very difficult to contact him, and even if I did I doubt he would remember the information I must provide. Nipenthis 20:09, 26 March 2010 (UTC)

You're going to have to track him down and have him contact support with the information that he might have. Here is what's causing me and probably support to get suspicious... if he bought it as a gift, why would he activate it using his name instead of yours? How hard could it be to contact an old friend? he doesn't have e-mail or a phone? --Lania Elderfire 20:16, 26 March 2010 (UTC)

So let me get this right, the problem is that I might have stolen the account? Then why didn't anyone contact support about this? And why did I add Factions, Nightfall, Eye of the North, extra Character Slots and Extra Xunlai Storage Panes to an account that wasn't actually mine? Wouldn't it be too easy to lose the account and along with it all the money I spent on it if it wasn't mine? (I have provided all the codes for the above products to the Support Team.) Obviously my friend has a phone but since we moved we haven't been talking as much as before and he's changed his number. I'm not saying it's impossible to track him down, but I don't understand why all the information I've provided is not enough and I have to undergo all of this to reset my password. You also asked why he used his name. I guess he thought it didn't mean anything and he just wanted to give me the account ready to use, obviously none of us would imagine the situation that I'm in right now. Nipenthis 12:31, 27 March 2010 (UTC)

Unfortunately, the burden of proof is on you. Even if it's not the case, legally, it's like stealing an abandoned car, adding accessories to it and claiming that you own it because you have the receipts for the accessories, and no one reported it stolen. In terms of the EULA accounts are not transferable so, the account still belongs to your friend, since he opened it in his name. That is why he needs to contact support himself. --Lania Elderfire 15:14, 27 March 2010 (UTC)

(Reset indent) I've taken a look at this and will send an email to gather more information. Saying "never, ever let someone else make an account that is intended as a gift" is a little on the side of "barn door and horses" in this situation, but it bears repeating. I'll have the team respond through the ticket if there is an additional finding on this incident. Thanks for your patience. -- Gaile 20:08, 8 April 2010 (UTC)