Where do you go when Support doesn't help? - Guild Wars Forums

dezyr · Oct 30, 2010, 08:23 PM // 20:23

I bought GW between the 1st and 2d expansions, purchased extensively through the online store, including the EotN expansion and after I leveled all of my characters (10) I stopped playing for a couple of years. When I tried to log back in there was a notice to reset password and I attempted to, but alas, never received a new one.

I contacted "support" but after requesting all of my access keys, which I supplied, they then asked for copies of my receipts for the online store, which I again supplied. I was then told that they could not supply a new password and since I'd requested a new password, my old one was no longer applicable. In effect, arena net seems to have appropriated my account for whatever reasons.

My question now is where do I go if "Support" was of no help?

If there is no resolution to this problem then I don't think I'll be buying the new game GW2. I have told my friends (that I'd recommended try GW) about the problem, but most have stopped playing GW now anyway and after hearing about this aren't eager to purchase another game from arena net. I don't know if others have had this problem and I'll do an online search, but it feels like after getting my money for everything in the store, I'm discarded - not a good marketing tool.

I'd question if the account has seen any action since the last login by my former password other then my inquiries to change the password. If there has been any, then I'd say my account was hacked, and if not, then I'd wonder why they disputed my claim.

*Darcy* · Oct 30, 2010, 10:17 PM // 22:17

You can try contacting Gaile Gray who is Support Liaison via her page on the wiki http://wiki.guildwars.com/wiki/User_talk:Gaile_Gray
Perhaps she can help you get things resolved.

arch psyker · Oct 30, 2010, 11:42 PM // 23:42

First, check to make sure you are checking the email that your account was created with.

Second, contact NC Soft directly. I have found ArenaNet support is slow and unreliable some times.

Call by Phone: Phone customer service for billing and technical issues from Monday through Friday, 12 noon to 5 p.m. CT, by calling (512) 225-6359. Phone support for in-game issues is not available.

Even though it says they can't help with in-game issues they have helped every time I had an issue with my account.

Gennadios · Oct 30, 2010, 11:46 PM // 23:46

Quote:

Originally Posted by arch psyker

First, check to make sure you are checking the email that your account was created with.

Second, contact NC Soft directly. I have found ArenaNet support is slow and unreliable some times.

Call by Phone: Phone customer service for billing and technical issues from Monday through Friday, 12 noon to 5 p.m. CT, by calling (512) 225-6359. Phone support for in-game issues is not available.

Even though it says they can't help with in-game issues they have helped every time I had an issue with my account.

^This. As I recall, the password reset was initiated way back when NCSoft wanted to link all Guild Wars accounts with the NCSoft Master Account. It should be your NCSoft master acct that's in limbo, not necessarily your ANet acct.

http://help.ncsoft.com/cgi-bin/ncsof...hp?p_faqid=809

dezyr · Oct 31, 2010, 06:54 PM // 18:54

I did everything they asked except mail in the boxes with the cd's and receipts. I got a form email from gaile gray, saying that they wanted photocopies of my receipts and my access codes after I'd copied and emailed them.

Note please, that the receipt you get for purchasing from the online store is an email one, pretty hard to photocopy that, unless you printed it out, and how would that make it any more valuable then copy/pasting it from my email inbox?

After this was not resolved I had to cancel my credit card in case the account was hacked and that information was also appropriated OR in case it was used for purposes that I didn't initiate if the account had not been hacked.

While I was playing GW I did not use any other game sites, since GW uses a wiki-type site for all things GW. If my account was hacked as many other GW accounts were hacked because, as claimed by Gaile Gray, the GW account info was from a game site that was hacked then it could only have been from GW's own wiki site.

I use only one email account for games, which I've since changed after this episode, although I still maintain the email account associated with GW, I only use it for GW. I kept all of my boxed cd's and receipts, including online receipts and I have no idea what more I could possibly have done to prevent this from happening. From my view, my account was stolen, if not by a hacker then by NCsoft itself. If by a hacker then it was hacked through NCsoft itself.

Support wasn't supportive, I did not receive a password after being requested to select that on the login screen. If I had pre-knowledge that this could happen I would have gone in-game and changed the information there. My mistake was trusting that NCsoft knew what it was doing when it asked that we change our password at the game login screen and follow the link to do it.

I've exhausted all of the avenues suggested here, and I feel that no matter what they ask and I supply, it's never going to be enough. My account is gone.

I do have one final question. Can I reinstall the game, restart it and choose a different email, lose all my characters and at least play the game again? Or, are those access keys forever tied to a stolen account?

Hollygen · Nov 01, 2010, 12:16 AM // 00:16

Access keys are tied to the account. If you want to start afresh, you need to purchace the game again

Ku Ku · Nov 02, 2010, 03:40 PM // 15:40

I suggest opening another support ticket with NcSoft. Entitle it 'Lost GW password'

It sounds that you were unluckly and have given them some details not tied to your account (maybe you used a fake name or something?) or something got lost in communication I dunno but i've managed to get an account back without any of my box codes, master account details and stuff before so you should be able to get your password no trouble!

Include in the email:

Your full name
Your date of birth
Your account email address
The home address you tied to your account
The last 4 numbers of the card that was tied to the account
The names of the characters on the account
The accounts approximate age
The game codes tied to your account.

Mention that you have forgotten the details to your NcSoft master account too (if this is the case)

Theres no reason why you shouldn't be able to get your account back as long as you can prove it was yours!

Oct 30, 2010, 08:23 PM // 20:23	#1
dezyr Pre-Searing Cadet Join Date: Jan 2008	Where do you go when Support doesn't help? I bought GW between the 1st and 2d expansions, purchased extensively through the online store, including the EotN expansion and after I leveled all of my characters (10) I stopped playing for a couple of years. When I tried to log back in there was a notice to reset password and I attempted to, but alas, never received a new one. I contacted "support" but after requesting all of my access keys, which I supplied, they then asked for copies of my receipts for the online store, which I again supplied. I was then told that they could not supply a new password and since I'd requested a new password, my old one was no longer applicable. In effect, arena net seems to have appropriated my account for whatever reasons. My question now is where do I go if "Support" was of no help? If there is no resolution to this problem then I don't think I'll be buying the new game GW2. I have told my friends (that I'd recommended try GW) about the problem, but most have stopped playing GW now anyway and after hearing about this aren't eager to purchase another game from arena net. I don't know if others have had this problem and I'll do an online search, but it feels like after getting my money for everything in the store, I'm discarded - not a good marketing tool. I'd question if the account has seen any action since the last login by my former password other then my inquiries to change the password. If there has been any, then I'd say my account was hacked, and if not, then I'd wonder why they disputed my claim.

Oct 31, 2010, 06:54 PM // 18:54	#5
dezyr Pre-Searing Cadet Join Date: Jan 2008	I did everything they asked except mail in the boxes with the cd's and receipts. I got a form email from gaile gray, saying that they wanted photocopies of my receipts and my access codes after I'd copied and emailed them. Note please, that the receipt you get for purchasing from the online store is an email one, pretty hard to photocopy that, unless you printed it out, and how would that make it any more valuable then copy/pasting it from my email inbox? After this was not resolved I had to cancel my credit card in case the account was hacked and that information was also appropriated OR in case it was used for purposes that I didn't initiate if the account had not been hacked. While I was playing GW I did not use any other game sites, since GW uses a wiki-type site for all things GW. If my account was hacked as many other GW accounts were hacked because, as claimed by Gaile Gray, the GW account info was from a game site that was hacked then it could only have been from GW's own wiki site. I use only one email account for games, which I've since changed after this episode, although I still maintain the email account associated with GW, I only use it for GW. I kept all of my boxed cd's and receipts, including online receipts and I have no idea what more I could possibly have done to prevent this from happening. From my view, my account was stolen, if not by a hacker then by NCsoft itself. If by a hacker then it was hacked through NCsoft itself. Support wasn't supportive, I did not receive a password after being requested to select that on the login screen. If I had pre-knowledge that this could happen I would have gone in-game and changed the information there. My mistake was trusting that NCsoft knew what it was doing when it asked that we change our password at the game login screen and follow the link to do it. I've exhausted all of the avenues suggested here, and I feel that no matter what they ask and I supply, it's never going to be enough. My account is gone. I do have one final question. Can I reinstall the game, restart it and choose a different email, lose all my characters and at least play the game again? Or, are those access keys forever tied to a stolen account? Last edited by dezyr; Oct 31, 2010 at 07:38 PM // 19:38..

Oct 30, 2010, 10:17 PM // 22:17	#2
Darcy Never Too Old Join Date: Jul 2006 Location: Rhode Island where there are no GW contests Guild: Order of First Profession: W/R	You can try contacting Gaile Gray who is Support Liaison via her page on the wiki http://wiki.guildwars.com/wiki/User_talk:Gaile_Gray Perhaps she can help you get things resolved.

Oct 30, 2010, 11:42 PM // 23:42	#3
arch psyker Frost Gate Guardian Join Date: Jun 2006 Location: Cantha Guild: Pantheon Of Shadows [dei] Profession: Rt/	First, check to make sure you are checking the email that your account was created with. Second, contact NC Soft directly. I have found ArenaNet support is slow and unreliable some times. Call by Phone: Phone customer service for billing and technical issues from Monday through Friday, 12 noon to 5 p.m. CT, by calling (512) 225-6359. Phone support for in-game issues is not available. Even though it says they can't help with in-game issues they have helped every time I had an issue with my account.

Nov 01, 2010, 12:16 AM // 00:16	#6
Hollygen Core Guru Join Date: Feb 2007 Location: UK Guild: Blinkie Ponie Armie [bpa] Profession: R/	Access keys are tied to the account. If you want to start afresh, you need to purchace the game again

Nov 02, 2010, 03:40 PM // 15:40	#7
Ku Ku Frost Gate Guardian Join Date: May 2006 Location: England Guild: [MYST] Profession: Rt/R	I suggest opening another support ticket with NcSoft. Entitle it 'Lost GW password' It sounds that you were unluckly and have given them some details not tied to your account (maybe you used a fake name or something?) or something got lost in communication I dunno but i've managed to get an account back without any of my box codes, master account details and stuff before so you should be able to get your password no trouble! Include in the email: Your full name Your date of birth Your account email address The home address you tied to your account The last 4 numbers of the card that was tied to the account The names of the characters on the account The accounts approximate age The game codes tied to your account. Mention that you have forgotten the details to your NcSoft master account too (if this is the case) Theres no reason why you shouldn't be able to get your account back as long as you can prove it was yours!