Help:Ask an account question/Archive201001-201002

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Help, account under perma ban after being hacked, can it be restored so I can have at least the characters?

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What happens when an account is banned for gold, when the account was hacked when it was banned. Can I still have my account restored, even if everything is lost. I just want my chars. I haven't played my account for 5mo or more, and when I tried to log in, the password was changed, and it took 4hrs to get password changed, then said my account was banned for gold issue. I just installed the trilogy that I received for xmas, and reinstalled eotn, today, but says perma ban. Will they be able to restore me? -- 20:49, 30 December 2009 (UTC)

See ^ above. -- User Ariyen sig icon.gifriyen 20:50, 30 December 2009 (UTC)

thanks. Been trying all day to get someone either on phone, or via email from all the sites, and nothing so far.-- 20:54, 30 December 2009 (UTC)

Just be patient. You can also give Gaile your incident number and she will look into it when she gets a chance. User DrogoBoffin sig icon.png Drogo Boffin 19:41, 31 December 2009 (UTC)
Well, you may have to wait until the holidays are over preferably until the beginning of January as people may be off on vacation, etc. -- User Ariyen sig icon.gifriyen 03:02, 1 January 2010 (UTC)

I had something like that when i used my password on the guildwars main website it worked but i couldn't log on to the game mabye try reinstalling it or something. --The preceding unsigned comment was added by (talk).

Hod do i close my account

How Do I Close My account?? --The preceding unsigned comment was added by (talk).

Contact support. User DrogoBoffin sig icon.png Drogo Boffin 02:02, 1 January 2010 (UTC)

How do I make an account

I downloaded this game from steam so how do i make an account and what do i do about the access key --The preceding unsigned comment was added by (talk).

Here's a fan site thread that should help: on GWGuru. -- FreedomBoundUser Freedom Bound Sig.png 00:12, 7 January 2010 (UTC)

Player needs help badly

Hey, I'm trying to get into my account but my pass wasn't working but when I reset my password it sent an email telling me that someone reset my password (I did it) and nothing else. (Could not get it to send again after that.), I have a Master account but I can't change it from there for some reason because I need the OLD pass to make a NEW one. I couldn't figure out how to change my pass so I sent a ticket to support. But 24 hours later and they have not responded to the ticket and I get the feeling that in a week or so when they finally do bother helping me all my stuff will be gone. Q_Q I really hope that my pass didn't work because I miss typed it and not because someone changed it. >,> Help anyone? D: Done25 23:20, 8 January 2010 (UTC)

Contact support -- Wyn User Wynthyst sig icon2.png talk 23:34, 8 January 2010 (UTC)
Already did over 24 hours ago. No response. Done25 23:46, 8 January 2010 (UTC)
Sorry Done, your only option at this point is to wait for support to respond. There has been a high volume of support requests, what with the holiday event and the new security updates and whatnot. It may take a few days for them to get back to you. Wish I had better news for you. -- FreedomBoundUser Freedom Bound Sig.png 23:51, 8 January 2010 (UTC)
I WAS thinking of getting Guild Wars 2 but with all the rumors I hear of mass account hacking I might just pass. I'll see what happens...thanks for the help anyways. -_- Done25 00:33, 9 January 2010 (UTC)
You've got about a year to wait anyway, I wouldn't hold current issues against them for that long. GW2 looks like it will be an amazing experience. -- Wyn User Wynthyst sig icon2.png talk 00:44, 9 January 2010 (UTC)
It doesn't matter how amazing it is if I am always worried about being hacked out of no where. Done25 00:45, 9 January 2010 (UTC)
That's always a possibility, with any online game. One good thing is that they'll be able to learn from the mistakes that are being made now. Account security is always going to be a race between hackers and game companies, nothing is 100% secure. -- FreedomBoundUser Freedom Bound Sig.png 00:48, 9 January 2010 (UTC)

I know, I just heard some scary stuff about how crazy the hacking had become and all the bugs that made your account vulnerable to the point that there was nothing you could do to stop it from being a target. Like a glitch that would accidentally log you into the wrong master account. Scared the crap out of me when I read about it. Done25 00:57, 9 January 2010 (UTC)

No... you can't fix stupid. This character name entry is the dumbest thing I have ever seen and wouldn't be bad if they didn't take days to respond. --The preceding unsigned comment was added by (talk).
See Feedback talk:Gaile Gray/Support Issues#Does NCsoft have a Security Issue? and Feedback talk:Gaile Gray/Support Issues#Support Issues Update: 5 Jan 2010. --Silver Edge 05:59, 9 January 2010 (UTC)
Finally got a response. Maybe I can start playing again before the week end ends. :D Done25 17:21, 9 January 2010 (UTC)
And start saving money for GW2. ---- Arduin talk 16:25, 10 January 2010 (UTC)
I got sent to one of the people higher up but I never heard from them. >,> Still waiting to get into my account. Done25 16:23, 13 January 2010 (UTC)
You can post your support ticket number at Feedback talk:Gaile Gray/Support Issues and ask Gaile to look into it. --Silver Edge 02:58, 14 January 2010 (UTC)
I got a relpy since I last posted but progress is slow. Guess they need more people on this team. Done25

add the access key to an existing guild wars account

hey i need help to add the access key to an existing guild wars account when i texst may key is say the access key you have entered is in use try entering in another access key what shall i do? plz help me:) --The preceding unsigned comment was added by (talk).

Contact support. Did you buy a used/secondhand access key? --Silver Edge 10:58, 10 January 2010 (UTC)
Also, make sure you're typing it in right. On some of the access keys, a lot of the letters and numbers look very similar, like O and 0, B and 8, etc. I remember one time with one of my Prophecies access keys I had to type it in like 15 times before I got the right letters/numbers typed in. --Dragon Nataku talk to me 16:20, 10 January 2010 (UTC)
Don't you get a different error code when you enter an incorrect access key or an access key that is already in use? He was getting the "already in use" error code. --Silver Edge 21:25, 10 January 2010 (UTC)
Unless someone had already used the code that was a permutation of his actual code. *shrugs* Felt it was worth mentioning. --Dragon Nataku talk to me 17:21, 11 January 2010 (UTC)

Access key

I have a problem, my access key is new and yet when i try to add it to my account the code 102 shows up, saying the key is invalid, now i cant play the game. What should i do? please help --The preceding unsigned comment was added by (talk).

Sounds like you're typing your access key incorrectly, based on the error code you're receiving. Make sure that your zeroes aren't O's, etc. If all else fails, contact support. If you provide them with a digital scan or image of your key, they should be able to assist you more quickly. -- FreedomBoundUser Freedom Bound Sig.png 19:20, 13 January 2010 (UTC)

change password

I reqested a new password an still have not recived it. what to do? --The preceding unsigned comment was added by (talk).

Make sure you check the spam folder in your email. If it's not there, give it a bit of time and eventually it's likely to show up. — Galil Talk page 00:02, 17 January 2010 (UTC)
I had the same problem. Sent a ticket to Support 9-10 days ago and I'm still out of luck. Send that ticket as soon as you can and get ready to WAIT. Done25 03:43, 17 January 2010 (UTC)

Login Issues

i had been playing guild wars for years and now it wont accept my info to logg in. it says wrong info but i have the name of character ande mail, why wont it let me in? --The preceding unsigned comment was added by (talk).

Your password is probably wrong if you have the email and character name. -- My Talk Lacky 04:50, 18 January 2010 (UTC)

Uninstalled game

I uninstalled and removed my game 4-5 years ago when i was under 18 and everything was in my dads email account, now i wanted to play today and i installed it and i typed in my dads info and its wrong plus its been so long since i played and i have forgotten the characters name that it asks. I tried to start a new one with my email address but it asked me for the access key. i put it in and the thing tells me that it is already in use. How do i go about get on this game so i can play because i would hate to have to buy a new whole game when i got one sitting right here. HELP PLEASE!!!!!!!!!!!!!! --The preceding unsigned comment was added by (talk).

You can't reuse an access key, once they're tied to an account, that's it. Now, support should be able to help you retrieve the account, especially since you have the access key. Just explain what happened and provide as much information as you can (including a picture or scan of the access key) the first time you contact them. Be prepared to wait a bit, though, support has been very busy with all of the people that can't remember their character names after the recent security upgrade. -- FreedomBoundUser Freedom Bound Sig.png 19:24, 20 January 2010 (UTC)

Used key

i bought a used guild wars game but i couldn't use the key, no one is using it so what do i do?

Try to get your money back since selling Guild Wars used is a violation of the EULA. You will have to purchase a valid key either by purchasing the game new, or from the online store. -- Wyn User Wynthyst sig icon2.png talk 00:12, 24 January 2010 (UTC)

access key, finding the key?

Ok i played guild wars for a while and then had to quit and i want to start playing again; the only problem is it was so long ago and i have forgotten everything about my account. I still have the access key for the account and thats it. is there a way i can find out my information through my access key??

Contact support -- Wyn User Wynthyst sig icon2.png talk 01:33, 26 January 2010 (UTC)

Login issues

I have been playing for a year, and with all the account issues as of the last update, I'm starting to wonder if I'll be able to get back in.

I requested a password reset, and am about to contact support about this issue (I have not received my reset email). However, I can't seem to locate the access keys I used. I only have the order confirmation number from when I bought Factions (I have all four campaigns on my account - proph, EoTN, Factions, and NF).

Would I be able to use just that order confirmation number, or would I have to figure out how to find all my access keys (and is ther a way to go about that without finding them IRL if I can't log into my account)

-- 02:55, 29 January 2010 (UTC)Mina

You will have to ask support. We are simply players like you and can't give you any official answer. -- Wyn User Wynthyst sig icon2.png talk 02:57, 29 January 2010 (UTC)
I hope that support would be able to help you. I would suggest to try to get what information that you can together and have handy when you respond to them. Kaisha User Kaisha Sig.png 03:27, 29 January 2010 (UTC)

wrong email

i have recently purchased guild wars eye of the north platinum edition and i sent the pass to the wrong email address and if u could give me any info on how to fix this problem i would very much appreciate the time to answer this dire question. Please contact me at <email removed> OR <email removed>. I sent the password to <email removed> and it was <email removed> and im sure that account does not exist so please help me because my access key can not be used twice and I've tried. <phone # removed> --The preceding unsigned comment was added by (talk).

Please do not post personal information (email addresses and phone numbers) on the wiki (for your personal security). We are all just players like yourself, if you need assistance from ArenaNet, please contact support. Thanks! -- Wyn User Wynthyst sig icon2.png talk 04:00, 30 January 2010 (UTC)

log in

on my ncsoft account it says i have guild wars and its playable. but when i try to log on it says account not recognized --The preceding unsigned comment was added by (talk).

The best to do is contact support. Kaisha User Kaisha Sig.png 17:07, 7 February 2010 (UTC)
Please note that your NCSoft account information is not the same as your Guild Wars account information. -- FreedomBoundUser Freedom Bound Sig.png 17:29, 7 February 2010 (UTC)

Access key

Hello I recently bought Guild Wars Eye of North and the access key is only 11 characters long and the option on the guild wars game has more than that and it woun't accept it I don't know what to do. Please respond ASAP! -- 17:15, 9 February 2010 (UTC)Master Levan

That's not your access key. Access keys are 25 characters long. See the link to support on access key for tips on finding your access key. -- FreedomBoundUser Freedom Bound Sig.png 17:24, 9 February 2010 (UTC)

Unable to log in

I recently bought Guild Wars Triligy and got an access key I created my account and played the game for about an hour then logged off but when i tryed to log back on it said wrong information im just wondering is there any way to recover my account using my access key

P.s i enter the right information I know this becauseof my account verifaction I also changed my password --The preceding unsigned comment was added by User:The80smetal (talk).

I would suggest you double check the spelling of your character name required as your Security question on the login screen. If you are still unable to log in, please contact support -- Wyn User Wynthyst sig icon2.png talk 18:48, 10 February 2010 (UTC)

I know account name, account password, and a name of character in my account (100% certain of all three); however it wont let me login.

Hello, as the subject-line says, I know my character name, my account name, and my account password; however, the game still will not allow me to login. I have reset my password, and thus I know both my account and password are correct, so I think that the problem lies with my character name. I have not played the game for about 3 months now, yet I am certain of all my different character names on my account, and none seem to work. Does anyone have any advice or a solution to my problem (I have already contacted support). Thank you very much!

If you don't have any screenshots of your characters that display their name, try contacting a guild mate (if you have any outside contact information) or contact support. -- Wyn User Wynthyst sig icon2.png talk 03:54, 11 February 2010 (UTC)

Is there any chance that my characters name could have been reset, or something like that? I have screen shots, and even those names dont seem to be working : (

It is severely unlikely that could happen; however there is always the possibility that your account was hacked. I would contact support. ThrainUser Thrain Sig.pngcontribs 04:01, 11 February 2010 (UTC)

account reset?

can I reset my account by entering the access key again? how do i reset my account if I forget the information?

I'd contact support to see if they can help you out. --User Wandering Traveler Sig2.png Wandering Traveler 21:52, 13 February 2010 (UTC)

Password Reset

i forgot my password and the reset doesnt work.

Please Contact support. --User Wandering Traveler Sig2.png Wandering Traveler 03:25, 15 February 2010 (UTC)


okay my friend gave me her account she has a new e-mail address and i can remember the old one but not the password i put in reset password but it said it sent it to the old account would i still be able to get it?

Probably not. User Felix Omni Signature.pngelix Omni 04:40, 15 February 2010 (UTC)


why is my password not working even though i have it right and I have changed it already --The preceding unsigned comment was added by (talk).

Try contacting support ThrainUser Thrain Sig.pngcontribs 02:38, 16 February 2010 (UTC)
If you changed it via your NCSoft Master Account, be aware that the number of characters allowed is less than that allowed via in-game methods, and it doesn't warn you if your password is too long. It's either a 12 or 13 character limit via the NCSoft website, so if your password happens to be longer than that, try logging in with a shorter version. -- FreedomBoundUser Freedom Bound Sig.png 02:48, 16 February 2010 (UTC)

I need help?

How do I download my account that I already have to a new computer in a different house? --The preceding unsigned comment was added by (talk).

Just install the game and login with your login information. - J.P.User J.P. sigicon.pngTalk 17:28, 17 February 2010 (UTC)
If you don't have your discs anymore, you can re-download the game here. --Dragon Nataku talk to me 19:34, 17 February 2010 (UTC)
You can also add -image to the shortcut command line if you don't like the loading delays; and let all the files for the game download. You can just remove -image after everything is loaded to play the game. --Lania Elderfire 19:36, 17 February 2010 (UTC)

Error 227

I have problems with my account...code 227 --The preceding unsigned comment was added by (talk).

See error codes. You're entering something wrong with your account credentials, whether it is the email address, password, or character name. -- FreedomBoundUser Freedom Bound Sig.png 18:14, 18 February 2010 (UTC)

Hello - I can't seem to log in

Hello - I can't seem to log in. I thought I just forgot my password so I did the reset and got a new one via email but it still doesn't work.

Aaron 03:37, 24 February 2010 (UTC)

You should contact support as soon as possible. --Lania Elderfire 04:52, 24 February 2010 (UTC)
Also check the character name that you entered to make sure that its correct. User DrogoBoffin sig icon.png Drogo Boffin 05:29, 24 February 2010 (UTC)

Account terminated


I buy GuildWars Nightfall a couple of months (or years) ago but stop to play it. Today, I reinstalled it to play again but I can't login. It says I sold Gold or Items for real money wich is absolutly false. I don't know who told you that or what proof you have but I never ever trade anything for real money with anything related to Guild Wars.à

Please help me with this.

<email removed> --The preceding unsigned comment was added by (talk).

You should fill the ticket at support. - J.P.User J.P. sigicon.pngTalk 11:20, 24 February 2010 (UTC)
Though there has been false positives in the past, it's possible that your account was hacked while you were gone, and was engaged in RMT. In anycase support will be able to check the logs to see if that was the case or not. --Lania Elderfire 15:57, 24 February 2010 (UTC)

lost access code

I didn't get an access code, what do i do besides bring the game back? --The preceding unsigned comment was added by (talk).

Let me see if I understand you correctly. You bought the game and there was no access code in the box? If so you can try taking it back to the store you bought it at. You can also try contacting support and tell them what happened. User DrogoBoffin sig icon.png Drogo Boffin 12:42, 26 February 2010 (UTC)

can't connect

why cant I connect to areanet --The preceding unsigned comment was added by (talk).

Have to be a bit more specific, I'm afraid. -- FreedomBoundUser Freedom Bound Sig.png 15:46, 26 February 2010 (UTC)

Wiki email

Can you send a user wiki email? If so how? - Drakora 23:53, 26 February 2010 (UTC)

You can send a user email through the wiki, if both of you have an email address set in your preferences. Just go to their user page and hit "email this user" in the left pane. -- FreedomBoundUser Freedom Bound Sig.png 00:26, 27 February 2010 (UTC)

just wondering if my account name is my e-mail address if so it is not accepting it --The preceding unsigned comment was added by (talk).

Unless you set it up that way to begin with it won't be. Your account name is separate from the e-mail address. --Lania Elderfire 01:36, 28 February 2010 (UTC)

Completely forgot all my info

I havent played Guild Wars in a long time... I have completely forgot all my info. Is there a way to get my account back? I have my Nightfall Access code but not my Prophecies. --The preceding unsigned comment was added by (talk).

Try contacting support. --Lania Elderfire 18:07, 28 February 2010 (UTC)


Is there a way to reset my account and start from the beggining? --The preceding unsigned comment was added by (talk).

Delete all your characters. –User Balistic B d-dark.pngalistic 19:06, 28 February 2010 (UTC)
You'd still have all your skills, etc. unlocked, wouldn't you? Not really a big deal, but you'd have access to certain skills earlier. Spend $10 and get a new key. -- FreedomBoundUser Freedom Bound Sig.png 23:27, 28 February 2010 (UTC)

Player's name

i have forgot my player's name on guild wars and i need to know it to log in can u help and i will answers and question for facts about the male charter --The preceding unsigned comment was added by User:Mzarron (talk).

Contact support, if the FAQ's tips don't help you locate your character's name. -- FreedomBoundUser Freedom Bound Sig.png 23:27, 28 February 2010 (UTC)