URGENT Help plz!Sudden loss of Factions Key only!code 165

I just had the experience of 'losing' my Factions key only!I have a merged account with all 3 campaigns but all my pve characters are Factions and now i can't log in with anyone.Plz someone help.If i lose all equipment and skills i'll definitely leave this game.Thank you(code is 165)

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

I have the same problem. I too have all 3 campaigns. Last week my Factions access key was removed as well. Did you get it resolved? Arenanet support has been totally useless. Check out this email exchange with them. Sorry for th long post.

1st email:
Dear Sirs:
I am hoping you can help me with a problem. Since I am unable to apparently contact you by phone, I will have to use this form. I have all 3 Guild Wars games-Prophecies, Factions, and Nightfall. Unfortunately when I logged on to Guild Wars last week, I was unable to access the Factions areas. Through some unknown means my 25 digit access key to Factions had been removed from my account.
My understanding is that the access keys cannot be removed from an account or even transferred to other accounts. How is it possible that an access key was removed? My account is in good standing and is able to still access the Prophecies and Nightfall areas.
Please clarify how an access key could be removed. You state in order to help, you need the 25 digit access key to help. Unfortunately I has been unable to locate the tiny piece of paper with the original 25 digit key. Do you not have individual records for every account or even backups of all account and game information?
Also, since access keys cannot be removed why would anyone need to keep their key once it was properly entered on their respective account? You should be able to tell on your end that there was a Faction key originally on the account and that through some "glitch" or other issue on your servers, that the key was somehow removed within the past 2 weeks.
This should be a very easy problem to correct by looking through your records. The key was there, then the next time I logged on the 25 digit key was gone. All I need you to do is to reactivate the key on your end. You must keep backups of accounts/characters in the event of server errors or file corruption. As a side note when I logged in and discovered the Factions key gone, my hero characters had of the their skills and equipment changed. So obviously there was some kind of data corruption on your end.

As a last request there is someone I can actually talk to on the phone about this issue. Thank you for your time.

Arenanet response:
01/31/2007 06:49 PM
Greetings Michael,

Thank you for contacting the Guild Wars Support Team.

Unfortunately we cannot assist you with this matter because you purchased a used copy of Guild Wars and are not the original registrant of the access key. The original owner retains all rights to the access key and account created with that key, and access keys and accounts are not meant to be traded, sold, or shared as it is against the User Agreement. Additionally, the Guild Wars game package is printed with "Not for resale by prior owner" and "Not valid for purchase if opened."

In order to "own an account" you will be required to purchase a retail copy through one of our authorized stores. You could also purchase a Guild Wars Access Key alone by using the PURCHASE CODE link in the online Serial Codes section of your PlayNC account management page.

Regards,
The Guild Wars Support Team

My next email:
01/31/2007 09:56 PM
I am the original owner of the account and I purchased all three products new. I have no idea why you think I purchased a
used product. I believe Best Buy is an authorized seller of
Guild Wars:Factions, since they have many copies and I bought a new, sealed copy from there. I do not see how that pertains to a missing access code. You still fail to answer my original question and issue. I have been playing it for two months. Last week I logged onto Guild Wars. The Factions access key has somehow been removed from the account and I can no longer access that part of Guild Wars. HOW CAN A 25 DIGIT ACCESS KEY BE REMOVED ONCE ENTERED CORRECTLY AND PLAYED FOR 2 MONTHS? I do not see how I can ask the question any clearer. Do you not keep records of accounts? The login of the account is:
, If you would please look at your records you could easily see that the access code was present 2 weeks ago and is now somehow mysteriously absent.
Thank you for your time.

Arenanet 2nd response:

02/01/2007 12:16 PM
Hello,

Thank you for your reply..

We understand your concern, but we will be unable to discuss your friend's account with you. We are only able to assist the person who created the account. Please have your friend contact us from their own email address in regards to this issue and we will be more than happy to assist them.

Please let us know if you have any further questions.

My next email:

02/01/2007 12:54 PM
Which part of "I own the account" do you not understand. It is my account. I own three different Guild Wars accounts. Is there some reason you are unable to correct this problem. Is there a supervisor that I can talk with? I am trying not to get upset with this, but this should be a simple problem to correct. Access keys are stored on your servers. They cannot be deleted or removed on the user's end. As a result something has happened on your servers. You still are not answering my questions or helping in any constructive way. All you need to do is go back and look at your records. You will see that the access key was there for 2 months and starting last week the key is gone. Do you not have access to account information? Thank you for your time.

I am waiting for their next response. It is looking like I will have to repurchase Factions at this point since they seem unwilling to look up the information on their servers.

Most likely a computer system responding to your question.

I have one question for you because i accidently did this too. Are you sure that you entered the correct code for Factions and not the buddy code? I accidently enteredthe buddy keycode myself and went through heck til NC-Soft finaly told me to reinstall the original code (thank god I am a pack-rat). If you lost or threw away the code then you are probably out of luck and will have to purchase a new copy of Factions, but if the code was a buddy code that you accidently entered thenyour characters will still be there waiting for you.

Mega Mouse

I don't see how he could have accidentally entered a trial key since he's been using the key for the last 2 months.
And even if he did wouldn't it tell you so if you looked at the manage keys area?