Account Issue Follow-ups – Updated Regularly

Account Issue Follow-ups – Updated Regularly

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Posted by: Gaile Gray

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ArenaNet Support Liaison

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Update — Monday, 10 September

Today, we sent out emails to players who have tickets at least five days old. We want to take care of players who still need help. You can help by closing out resolved tickets or by reopening/re-prioritizing tickets that still need attention.

The emails fell into three categories:

  1. The ticket is about a game issue and it is still open. If the issue you wrote about has been solved, please close the ticket through a link in the email. (Please check out the Guild Wars 2 Game Status Updates for info on recent changes to the game.)
  2. This ticket is about a hacked account or a login issue. Again, the ticket is still open, but if your problem has been solved, you should close the ticket by using the in-mail link.
  3. These tickets may cover any kind of issue, but the ticket has been closed because it appears the issue was resolved. However, if you still need help, you simply click the link in the email and that will reopen and re-prioritize the ticket so we can help you as quickly as possible.

If you received the email, please help us help you (or other players) by clicking the link when appropriate. If you clicked the proper link, you’re good: The ticket is closed or reprioritized, as appropriate.

If your ticket is more than five days old, please post in the Tickets for Review – 5 days and older [merged] thread.

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Account Issue Follow-ups – Updated Regularly

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Update — Tuesday, 11 September

The Support Team has doubled in the last two weeks. Team members are working overtime, and we’re continuing to look at team staffing to improve response time. At the present time, the turn-around on tickets is about five days from submission to resolution. Some take a bit longer, some are resolved much more quickly. And that time is improving with every passing day.

The team is focusing mostly on account access issues, such as compromised accounts, but some team members are assigned to different issues, so no one is essentially at the back of the queue.

If you have a continuing support issue, please do not post on the forums to request a review until the ticket has been active for five days. At that time, we can take a look, but it’s important that we get good visibility into the older tickets, which is why we appreciate not seeing requests for updates for tickets that are just a day or a few days old.

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Wednesday, 12 September

The team is continuing to resolve issues on a steady basis. Some are resolved within a day, but issues like account compromises may take longer. For the best efficiency and in order to help those who have been waiting:

  • Please do not post in the forums when you submit a ticket. This is not the place to follow up on new tickets and having immediate follow-ups clogs the system and slows our responses to those who have been waiting for a while.
  • Please do post in the Tickets for Review – 5 days and older [merged] thread, so that we can review any tickets that are at least 5 days old.

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Update — Thursday, 13 September

Here are the updates for today, all together in one tidy package.

Ticket Updates — 13 September 2012 — Part 1

120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.

Ticket Updates — 13 September 2012 — Part 2

120904-009096 Resolved
120905-009559 Resolved
120906-008535 Resolved
120906-008905 Resolved
120907-003858 Resolved
120907-004050 Resolved
120907-004304 Resolved
120907-005353 Resolved
120907-005707 Resolved
120907-005941 Resolved
120907-006342 Resolved
120907-007801, 120905-009093 Resolved
120910-005075 and 120905-001814 Resolved
120907-005946  Resolved
120907-007982 Resolved
120907-008529 Resolved
120903-004443 Should be fully resolved within 24 hours.
120908-000014 Escalated for review.
120902-005230 Escalated for review.
120906-003683 Escalated for review.
120907-007931 Escalated for review.
120907-002246 Account appears to have been purchased with a fraudulent credit/debit card. You may wish to continue to discuss this with Support.;

Ticket Updates — 13 September 2012 — Part 3

120905-000334 Resolved
120907-005946  Resolved
120901-005179 Resolved
120830-012231 and 120907-004743 Resolved
120902-005108 Escalated 9/11
120827-001121 Asked for a review.
120908-003904 Thanks for providing the serial code; in process

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Friday, 14 September: Part 1

120908-000014 Resolved (at least as far as the refunds are concerned)
120828-001273 Resolved
120830-008691 Resolved
120901-005179 Resolved
120905-010590 Resolved
120906-001074 Resolved
120906-009117 Resolved
120906-009311 Resolved
120907-004368 Resolved
120908-001725 Resolved
120908-001987 Resolved
120908-005767 Resolved
120828-001273 Resolved
120909-001112 Resolved
120909-000661 Resolved
120909-007006 and 120911-004407 Resolved
120903-001548 Resolved; expect conclusions with 24 hours
120825-009727 and 120904-002878 Resolved; second ticket responded to separately
120827-003725 Provided info to allow player to resolve issue
120828-005612 Will be resolved with next distribution of CE items
120906-007244 We have provided info on securing this account
120902-005108 Responded, escalated for review
120901-009025 Escalated to sort out linking issues
120901-018289 In process as of 14 September
120904-011228 Escalated to senior agent
120908-006278 Escalated to sort out linking issues; I believe we are awaiting your response
120908-007060 Reset password; because of the repeated compromises, we’re concerned this email account may be vulnerable
120903-013436 Moved to GW queue
120909-001362 Moved to GW queue

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Friday, 14 September: Part 2

120909-000661 Resolved; cannot restore gold
120829-012281 Resolved
120908-007060 Resolved
120908-005311 Resolved
120909-000661 Resolved
120828-017417 Escalated for a fix
120831-007836 Linking issues appear resolved
120909-003027 Resolved

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Saturday, 15 September

I’m going to gather a bunch of the older ones that still have issues and send them off. Hope to have some info tomorrow on those. The others will be reviewed, as well. I should have a significant-sized update by Monday evening.

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Sunday, 16 September

120904-005888 Resolved
120903-007670 Resolved
120905-001452 Resolved. Looks like a second compromise — do take care!
120901-015507 Resolved
120831-011009 In the correct Billing queue for assistance; I believe you received a reply Friday.
120826-002453 Moved to appropriate queue to process gem refund.
120903-002460 Moved to appropriate queue for assistance with your serial codes.
120828-017417 and 120826-000505 Verified your ticket is in the correct queue for assistance. (Second ticket marked as duplicate, but the first is active.)
120809-002854 Being held by Billing Team Lead pending a review of purchase policies. Apologies for the delay!
120825-007873 This is a second request for items already distributed. We need to discuss if/how to handle these situations, so please hang tight on this.
120831-010210 This is a tech issue and we need the Game Advisor report from you, which an agent requested last night. Once received this will be routed to someone in Tech Support for priority assistance.
120901-010764 Serial code disabled for fradualent charges. Under review by senior agent.
120901-025089 This issue will be reviewed by ArenaNet.

More tomorrow!

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Monday, 17 September: Part 1

120823-005248 Resolved
120831-006932 Resolved
120831-018521 Resolved
120903-006262 Resolved
120904-004130 Resolved
120905-002972 Resolved
120905-003517 Resolved
120906-007794 Resolved
120906-009311  Resolved
120907-004649 Resolved
120907-005479  Resolved
120907-008310 Resolved
120908-000760  Resolved
120908-002648 Resolved
120908-004730  Resolved
120908-004831 Resolved
120908-005767 Resolved
120908-006021 Resolved
120909-001112 Resolved
120909-001482 Resolved
120909-002892 Resolved
120909-003158 Resolved
120909-004741 Resolved
120909-004834 Resolved
120909-006216 Resolved
120825-005264 CE/DDE Item issue — we are working on this one
120825-036680 Linking issue — in review
120902-015078 Linking issue — in review
120903-002460 Linking issue — in review
120904-002200 Linking issue — in review
120826-012867 Possible Linking issue — agent sent response today
120909-004170, 120909-003417 Reopened and requested review
120909-000820 Requested review
120908-004534 Awaiting update on this one

More later!

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Monday, 17 September: Part 2

120911-006605 Resolved
120902-008437 Resolved
120906-007244 I responded to this one in the ticket
120825-004909 I responded to this one in the ticket
120903-013436 Additional info requested on 9/14 – please respond
120911-002506 Friend updated 2 days ago; should hear soon
120912-002664 You updated 2 days ago; this should be answered soon
120905-004000 On yesterday’s review list — I hope to have an answer tomorrow
120909-002932 On yesterday’s review list — I hope to have an answer tomorrow

A few of those on tomorrow’s review list:
120829-012492
120901-030134
120912-004572
120912-005302

If your ticket is at least five days old, and if you still need assistance, please post in the Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Tuesday, 18 September: Part 1

120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505  Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437  Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217  Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046  In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Tuesday, 18 September: Part 2

120824-003258 Resolved
120828-016512 Resolved
120828-017417  Resolved
120907-005097 Resolved
120910-006627 Resolved
120910-007349 Resolved
120906-007794 Resolved
120907-004183  Resolved
120907-004357 Resolved
120908-000014 Resolved
120908-000119 Resolved
120908-001332 Resolved
120908-001593 Resolved
120908-003904 Resolved
120908-004389 Resolved
120908-004763 Resolved
120908-004764 Resolved
120908-004831 Resolved
120908-006278 Resolved
120908-007658  Resolved
120908-008202 Resolved
120909-000687 Resolved
120909-000844 Resolved
120909-000943 Resolved
120909-001341  Resolved
120909-001628 Resolved
120909-002278 Resolved
120909-002315 Resolved
120906-005755 Resolved — you were not blocked and were sent a new password
120907-008203 Resolved — duplicate ticket
120909- 01112 Need more info — incomplete ticket number
120906-004786 In queue, awaiting resolution
120907-006655 In queue, awaiting resolution
120908-002373 In queue, awaiting distribution
120910-006578 In process
120908-002470 Can I get a status on this?
120907-005183 Unable to resolve – game was purchased from an unauthorized retailer who originally obtained using a stolen credit card
120909-002142 Resolved but there are security concerns with this account; please review the ticket for suggestions on how to secure the account

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Wednesday, 19 September

120826-000572 Resolved
120827-009339 Resolved
120901-001721 Resolved
120901-030134  Resolved
120907-001862 Resolved
120909-004499 Resolved
120912-000702  Resolved
120912-004572 Resolved
120908-002770 Resolved
120911-002506 Resolved
120825-003481, 120908-001695 In queue, awaiting resolution
120902-005577 In queue, awaiting resolution
120902-006231 In queue, awaiting resolution
120911-009121 In queue, awaiting resolution
120914-000042 In queue, awaiting resolution
120908-005487 In queue, awaiting resolution
120826-011944 In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120829-012492 Assigned; awaiting response from player
120906-002403 Assigned; awaiting response from player
120906-003323 Assigned; awaiting response from player
120912-005302 Assigned; awaiting response from player
120907-001327, 120907-008394 Unable to refund gems
120824-008715, 120903-001767 Sent suggestions for resolution
120913-005753 Sent suggestions for resolution
120913-006801 Sent suggestions for resolution

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Thursday, 20 September

120914-004764 Resolved
120824-007248 Resolved
120828-017417 Resolved
120831-007724 Resolved
120905-007179 Resolved
120907-004123, 120825-035330 Resolved
120912-001055 Resolved
120912-005259 Resolved
120914-000391 Resolved
120914-004764 Resolved
120825-003557 Question answered
120903-002278 Question answered
120914-003281 Question answered
120915-000309 Question answered
120915-000523 Question answered
120911-002501 Question answered
120825-007873 In queue, awaiting resolution
120904-001280  In queue, awaiting resolution
120904-006754 In queue, awaiting resolution
120907-008394 In queue, awaiting resolution
120908-004534 In queue, awaiting resolution
120911-001259; 120906-003033 In queue, awaiting resolution
120912-005302  In queue, awaiting resolution
120913-000725 In queue, awaiting resolution
120913-000767 In queue, awaiting resolution
120908-002648 Appears to have been resolved on 9/9

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update — Friday, 21 September

120826-011765 Resolved
120901-001721 Resolved
120902-005108 Resolved
120907-008394 Resolved
120909-000687, 120920-004803 Resolved
120909-004170, 120909-003417 Resolved
120915-005406 Resolved
120916-006291 Resolved
120912-003177 Resolved
120909-005038 Response sent today; let us know if you still need help
120915-000805 Response sent today; let us know if you still need help
120915-001454  Response sent today; let us know if you still need help
120907-004284 Requested additional information; please update your ticket
120911-007210 Requested additional information; please update your ticket
120915-000563  Reported this as a bug
120916-004076 Known issue; updated ticket
120825-003557 In queue, awaiting resolution
120826-004311 In queue, awaiting resolution
120912-002924 In queue, awaiting resolution
120912-005302  In queue, awaiting resolution
120914-005237 In queue, awaiting resolution
120915-002881 In queue, awaiting resolution
120916-005007 Under review by dev
120903-002278 Unable to fulfill request
120914-001168 Unable to fulfill request

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update: Monday, 24 September

120917-003642 Resolved
120907-001562 Resolved
120917-004145 Resolved
120825-005940 Resolved
120908-007658  Resolved
120914-002613 Resolved
120917-005163 Resolved
120909-004321,120909-004502 Resolved
120918-000186  Resolved
120914-003281 Update sent today
120916-005117 Update sent today
120916-003020 Update sent today
120915-001298 Update sent today
120912-007045 Two responses sent; may need more time to address issues
120901-001721  Suggestion sent by CS Agent
120917-004917 Agent responded
120920-000802 Agent responded
120917-000444 Agent responded
120913-000767 Agent responded
120905-009534 Agent responded
120916-006054 Agent responded
120919-001486 Agent responded
120920-000802 Agent responded
120916-005007 Agent responded
120826-014247 Agent responded
120915-000081 Answered your question in the ticket
120916-004072 Requires review by senior agent
120907-004183 Requires review by senior agent
120920-001271 Requires review by senior agent
120902-015078 Requires review by senior agent
120825-005940 In queue for distribution
120825-033103  In queue for distribution
120826-001727 In queue for distribution
120829-002627, 120918-005638 In queue for distribution
120919-004264 Bug Report — relayed to team 9/24
120915-000523 Agent responded
120917-000438 Agent responded
120910-005403, 120912-003964, 120913-005411, 120918-003080 It doesn’t appear that you’ve responded to the answers we have provided. Have you tried to log in using the email that Support sent to you?

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update: Tuesday, 25 September

120925-003235 Resolved
120919-001486 Resolved
120920-001017 Resolved
120920-001237 Resolved
120918-004454 Resolved
120917-004917 Resolved
120901-001721 Resolved
120918-005364 Resolved
120908-006583 Resolved
120921-002963 Escalated for review by senior
120827-008951 Escalated for review by senior
120904-001280  Escalated for review by senior
120825-009624 In queue; no estimated resolution date yet.

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update: Wednesday, 26 September

The team was working on a specific project today, so the list is smaller than usual. We’ll have more updates soon.

120912-007045 Question answered by CS Agent
120920-001271 Question answered by CS Agent
120902-015078 Resolved

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update: Thursday, 27 September 2012

120825-002870 Resolved
120915-001298 Resolved
120915-004544 Resolved
120916-002529 Resolved
120922-003259 Resolved
120924-000091 Resolved
120826-002212 In queue, awaiting resolution
120826-008185 In queue, awaiting resolution
120828-018645 In queue, awaiting resolution
120919-000303 In queue, awaiting resolution
120926-005208 Thanks for providing that info to the TS Team; they’ll review and get back to you
120912-006875 Under review by team lead
120906-007127 We’ve reviewed this; could you mail box be full? Please clear it and the item mail should appear; update your ticket if that does not happen.
120926-004847 Please verify your email address and you should be fine

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

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Update: Friday, 28 September 2012

120914-002059 Resolved
120906-007127 Resolved
120927-003933 Resolved
120922-003023 Resolved
120924-002074 Resolved on 9/24; no response from player
120928-001275 Agent responded
120918-003049 Agent responded today; please provide info and he will help you
120831-012782 Tome of Influence issue; still under review
120914-000042  Tome of Influence issue; still under review
120916-003964 Guild issue; under review
120922-000473 In queue, awaiting resolution

If your ticket is at least four days old, and if you still need assistance, please post in the  Tickets for Review – 4 days and older [merged] thread, which is here at the top of this forum.

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Update: Monday, 1 October

120928-001275 Resolved
120921-004194 Resolved
121001-000910 Resolved
120927-003933 Resolved; as explained, we cannot replace your items
120924-002074 Answer sent on 9/24; please have your friend update the ticket if he still needs help
120929-000850 This is in process; I believe you will hear tomorrow
120831-012782 Tome of Influence issue; a resolution has not yet been developed
120825-009624 Tome of Influence issue; a resolution has not yet been developed
120913-003704 Tome of Influence issue; a resolution has not yet been developed
120914-005746 Tome of Influence issue; a resolution has not yet been developed

All other posts since Friday have been added to the review list, if they were not listed above.

If your ticket is at least four days old, and if you still need assistance, please post in the  Tickets for Review – 4 days and older [merged] thread, which is here at the top of this forum.

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Update: Tuesday, 2 October

120924-000144 Resolved
120929-000850 Resolved
120901-014256 Resolved
120929-000850 Resolved
120910-002395 Agent responded 9/10; please update if you still need help
120901-001721 Received response today
120924-005472 Received response today
120910-002395 No activity since 9/10
120922-000473 Log-in issue
120920-001075 In queue; we are working on this issue
120921-000605 In queue; we are working on this issue
120921-000948 In queue; we are working on this issue
120919-000950 Tome of Influence issue; a resolution has not yet been developed
120916-001630 Tome of Influence issue; a resolution has not yet been developed

If your ticket is at least four days old, and if you still need assistance, please post in the  Tickets for Review – 4 days and older [merged] thread, which is here at the top of this forum.

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Update: Wednesday/Thursday, 3/4 October

120901-001721 Resolved
120922-000473 Resolved
120910-002395 Resolved — We implemented a change just last night that should have corrected this
121003-002477; 120901-024270; 120915-006475 Resolved
120930-002298 Responded today
120926-000240 Responded today; are things ok now?
120916-003964 Ticket is open; will be updated when there is more information

If your ticket is at least four days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update: Friday through Sunday, 4 – 7 October

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update: Monday through Wednesday, 7 – 10 October

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
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ArenaNet

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Update: Friday, 12 October through Tuesday, 16 October

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update: Tuesday, 16 October through Thursday, 18 October

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update: Friday, 19 October

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update: Saturday through Tuesday, 19 October through 23 October

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

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

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update — Wednesday, 24 October

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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ArenaNet Support Liaison

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Update — Thursday, October 25

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update — Friday, 26 October

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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

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

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ArenaNet

Account Issue Follow-ups – Updated Regularly

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

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update – Tuesday, October 30

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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in Account Issues

Posted by: Gaile Gray

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ArenaNet Support Liaison

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Update – Wednesday and Thursday, October 31 and November 1

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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in Account Issues

Posted by: Gaile Gray

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ArenaNet Support Liaison

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Update — Friday through Monday, November 2 – 5

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

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Update — Tuesday, November 6

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Support Liaison

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Update – Wednesday through Friday, November 7 – 9

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Update: Saturday through Monday – November 10 – 12 2012

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Update: Wednesday and Thursday, November 14 & 15

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Gaile Gray
Support Liaison
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

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Update — Friday through Monday, 15 – 19 November

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Update: Tuesday, 20 November

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

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Update: Wednesday through Monday — 21 through 26 November

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

Notes:

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

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Update: Tuesday, 27 November

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

Notes:

  • Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.
  • Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessarry. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Updated: Wednesday, 28 November

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

Notes:

  • Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.
  • Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessarry. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Updates for Thursday and Friday, 29 – 30 November

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

Notes:

  • Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.
  • Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessarry. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Update: Saturday through Monday, 1 – 3 December

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

Notes:

  • Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.
  • Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessarry. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent list, please do not post again immediately asking for assistance. Allow at least 24 hours to allow things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

Update: Tuesday and Wednesday, 4 -5 December

121125-002472 Resolved
121120-001710 Should be resolved today
121122-002680 Should be resolved today
121126-001549 Should be resolved today
121127-001175 Should be resolved today
121127-001248 Should be resolved today
121202-001412 Answered today.
121116-000404 Answered yesterday. Take this up with your seller; we will not provide you with the account’s serial code.
121127-001175 I followed up on this today
121128-002636 I followed up on this today
121129-001122 I followed up on this today
121201-000285 I followed up on this today
121201-000356 I followed up on this today
121201-000566 I followed up on this today
121202-001933 I followed up on this today
121128-000546 Under review
121129-000443 Under review
121130-001083 Under review
121201-002553 Under review
121202-002100 Under review
121125-000802 Account released (after accidental refund). You may purchase a new code and rejoin the game
121124-000049 Account released; add a new, valid code to rejoin the game
121128-001722 Account released; add a new, valid code to rejoin the game
121126-000302 Account released; add a new, valid code to rejoin the game
121127-000150 Account ownership is in dispute; please continue to discuss with Support.
121126-001377  Fraudulent code. He should contact the seller to get a refund and ask Support if he can add a new, legitimate code.
121102-003339 Multiple charge-backs. This account is permamently closed.
121126-001549 The credit card authorization did not pass risk reviews. You were not charged.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121130-000171 This is not an account or support issue; forum questions will be handled by the appropriate team.
121130-000631 This was refunded to the credit card holder at his/her request. (I do not know if this is your friend or someone else.)
121204-000130  This thread is for tickets that are at least three days old. Your ticket is one day old. Please allow the team time to answer you.

Notes:

  • Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.
  • Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessarry. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent update list, please do not post again immediately asking for assistance. Allow at least another 24 hours for things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)

Account Issue Follow-ups – Updated Regularly

in Account Issues

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Support Liaison

Next

121201-000285 Resolved
121201-000356 Resolved
121122-000273 I followed on up this one today.
121126-002531 I followed on up this one today.
121203-001887 I followed on up this one today.
121120-002708 Fraudulent code; account released; add a new, valid code to rejoin the game
121128-002636 Fraudulent code; account released; add a new, valid code to rejoin the game
121201-000566 Fraudulent code; account released; add a new, valid code to rejoin the game
121124-000721 Fraudulent code; should seek a refund from the unauthorized seller.
121202-001933 The credit card authorization did not pass risk reviews. You were not charged.
121204-001670 This is an infraction issue (offensive name) and not an account issue. Please wait for an agent to respond
121129-001122 Under review
121130-000261 Under review
121202-000123 Under review
121204-000130 Under review
121128-001928 Under review; Black Friday pricing will not be available if you are able to add a new code.
121130-000171 Again, this is a FORUM question, not an account issue. Write forums@arena.net.
121201-000663, 121203-001221 These are not account issues. Please post in the appropriate forum.

Notes:

  • Many awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.
  • Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.
  • Don’t file duplicate tickets — they slow down your resolution and everyone else’s. Submit ONE ticket and update it if necessary. Thank you.*

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

If you are in the most recent update list, please do not post again immediately asking for assistance. Allow at least another 24 hours for things to progress before you ask for another review.

Gaile Gray
Support Liaison
ArenaNet

(edited by Gaile Gray.6029)