Guild Wars Support - Guild Wars Forums

mrflibblehat · Feb 04, 2010, 12:03 AM // 00:03

How long do they usually take to respond?

I need my password reset as I havnt played in about 5 or 6 months and forgot it. Sent a support request 3 days ago and still no reply... I only want a password reset, I sent them all the information they need...They have created a support ticket but havnt responded.

Any other way to contact them as this should only take them 2 minutes when they get around to it?

Hyperventilate · Feb 04, 2010, 12:11 AM // 00:11

I've had them respond same day, I've had to wait a week other times.

Support is definitely lacking. I'd say if you don't hear back from tomorrow to update the ticket (Don't send in a new one) and just see what's up.

Lord Dagon · Feb 04, 2010, 03:47 PM // 15:47

yea updating the ticket is the best thing you can do... they are deffinatley lacking as of late... im srry you've had to wait so long( GW has that effect lol).

Theres nothing us as a community can do but just wait... I know it sucks but you can do it

mrflibblehat · Feb 04, 2010, 07:14 PM // 19:14

Yeah, I updated the ticket 12 hours ago 7am UK times, but still nothing... 4 days and counting now, Hopefully they will sort it before the weekend as I guess they dont work then....

Xenex Xclame · Feb 04, 2010, 08:26 PM // 20:26

Does this help you any?

Quote:

Originally Posted by Gaile Gray

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

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

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

* If your Guild Wars account is linked to an NCMA and if you cannot access your game account, you cannot reset your password or change your password from within the game (obviously, because you can???t get in to do so

). Instead, you must reset your password through the NCsoft Master Account interface.

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

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

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

You may be able to solve the issue yourself if you know where to look, so I thouhgt i would post this.

mrflibblehat · Feb 05, 2010, 02:59 PM // 14:59

Thanks Xenex,

I have looked through the post but still need to contact support, Still waiting though...I have given them 3 updates also.

drem · Feb 05, 2010, 07:35 PM // 19:35

I was warned for saying that ArenaNet has bad support? haha wtf

Hardrock69 · Feb 05, 2010, 07:44 PM // 19:44

Well I've had a few issues with my account through the years and I'll have to say that it's been an overall good experience with the support team. On all 3 occassions mine were resolved within 3-4 days tops. A week to ten days is imo a little lengthy, but I'm sure the ticket count varies from day to day. These guys have my respect tbh.. alot of times this is a totally thankless job.

mrflibblehat · Feb 06, 2010, 12:21 AM // 00:21

Quote:

Originally Posted by drem

I was warned for saying that ArenaNet has bad support? haha wtf

I havnt said they have bad support, Its generally pretty good, I was merely asking if there was another way to contact them. Anyway Issue resolved, one of the support guys sorted out my issue quite quicky after it was picked up (Y)

Feb 04, 2010, 12:03 AM // 00:03	#1
mrflibblehat Ascalonian Squire Join Date: Nov 2008 Location: Swindon Guild: MOO Profession: R/Mo	Guild Wars Support How long do they usually take to respond? I need my password reset as I havnt played in about 5 or 6 months and forgot it. Sent a support request 3 days ago and still no reply... I only want a password reset, I sent them all the information they need...They have created a support ticket but havnt responded. Any other way to contact them as this should only take them 2 minutes when they get around to it?

Feb 04, 2010, 12:11 AM // 00:11	#2
Hyperventilate Krytan Explorer Join Date: Nov 2007 Location: Somewhere in California Guild: I Gots A Crayon [Blue] Profession: Me/Mo	I've had them respond same day, I've had to wait a week other times. Support is definitely lacking. I'd say if you don't hear back from tomorrow to update the ticket (Don't send in a new one) and just see what's up.

Feb 04, 2010, 03:47 PM // 15:47	#3
Lord Dagon Desert Nomad Join Date: Jul 2009 Location: Inside the Oblivion Gate Guild: The Imperial Guards of Istan[TIGE] Profession: E/Me	yea updating the ticket is the best thing you can do... they are deffinatley lacking as of late... im srry you've had to wait so long( GW has that effect lol). Theres nothing us as a community can do but just wait... I know it sucks but you can do it

Feb 04, 2010, 07:14 PM // 19:14	#4
mrflibblehat Ascalonian Squire Join Date: Nov 2008 Location: Swindon Guild: MOO Profession: R/Mo	Yeah, I updated the ticket 12 hours ago 7am UK times, but still nothing... 4 days and counting now, Hopefully they will sort it before the weekend as I guess they dont work then....

Feb 05, 2010, 02:59 PM // 14:59	#6
mrflibblehat Ascalonian Squire Join Date: Nov 2008 Location: Swindon Guild: MOO Profession: R/Mo	Thanks Xenex, I have looked through the post but still need to contact support, Still waiting though...I have given them 3 updates also.

Feb 05, 2010, 07:35 PM // 19:35	#7
drem Pre-Searing Cadet Join Date: Apr 2006	I was warned for saying that ArenaNet has bad support? haha wtf

Feb 05, 2010, 07:44 PM // 19:44	#8
Hardrock69 Pre-Searing Cadet Join Date: Jun 2009 Location: Texas Guild: Hardrock Cafe Profession: R/Mo	Well I've had a few issues with my account through the years and I'll have to say that it's been an overall good experience with the support team. On all 3 occassions mine were resolved within 3-4 days tops. A week to ten days is imo a little lengthy, but I'm sure the ticket count varies from day to day. These guys have my respect tbh.. alot of times this is a totally thankless job.