I have no clue how to contact support, and am not sure this is even the right forum...
I logged on a few minutes ago, and when I tried to log onto my Dervish- it told me I do not have Nightfall. So now not only can I not play on that character, all my NF skills on my prophecies character have been locked.
I do have Nightfall, in fact I purchased it from the GW store 2 months ago and still have the receipt in my e-mail inbox.
Was wondering if gw:en had anything to do with this, since I have never had any problems before & bought gw:en through the GW store earlier.
What the heck do I do? I'm new to the game and didn't know where else to ask for help.
Update:
Issue was resolved on 9/8.
Says I do not have Nightfall anymore...
Divine Starr
shinrinningu
http://www.plaync.com/us/support/doc_214.html?prod=48
Here you go. If I were you, I'd go click on the "ask a question" link and provide all the information you can about the problem. You might want to post images too. I hope you get through to support swiftly. Best wishes!
Here you go. If I were you, I'd go click on the "ask a question" link and provide all the information you can about the problem. You might want to post images too. I hope you get through to support swiftly. Best wishes!
yscff
Hey, my issue is the same as yours.
I purchased Prophecies and Nightfall one month ago.
everything was smooth.
However, I suddenly dont have access to Prophecies and Nightfall.
I have asked NC, and they didnt give me any clear answer.
I suspect if there is a bug in their game.
I purchased Prophecies and Nightfall one month ago.
everything was smooth.
However, I suddenly dont have access to Prophecies and Nightfall.
I have asked NC, and they didnt give me any clear answer.
I suspect if there is a bug in their game.
Imber
The same thing happened to me. My factions and nightfall became disabled sometime around Thursday afternoon. I've been in contact with support and they've said they're working on it but I haven't gotten much in the way of answers. When I ask what happened or when it will be fixed I just get generic replies. Also, I can no longer log into my master account and the store doesn't recognize my pre-order for GW:EN 
My gw account was one of the old ones that was made pre-integration to the master account so I just figured that had something to do with it since I had to integrate it when I bought nightfall and factions, but if you guys are relatively new then I guess that must not be the case. I got factions and nightfall from the online store about a month and a half ago which seems similar to you so that might be the culprit. I just hope they get it fixed because I'm supposed to be playing GWEN with friends this weekend and instead I'm stuck in prophecies with half of my characters and skills disabled!
My gw account was one of the old ones that was made pre-integration to the master account so I just figured that had something to do with it since I had to integrate it when I bought nightfall and factions, but if you guys are relatively new then I guess that must not be the case. I got factions and nightfall from the online store about a month and a half ago which seems similar to you so that might be the culprit. I just hope they get it fixed because I'm supposed to be playing GWEN with friends this weekend and instead I'm stuck in prophecies with half of my characters and skills disabled!
Imber
Here's my update: I haven't heard anything further from support. I assume this is because they're all out for the weekend. However, I just happened to notice that on friday the nc store credited my account for factions, nightfall and the preorder that had been disabled.
There was no email notification or anything that this was going to take place and it seems that since it happened on friday they did it after I was in contact with them. There's a possibility that there was just lag time between the credit and the bank posting it and that the ncstore just randomly decided to charge it back and that's why my expansions were disabled on thursday. I was wondering if you guys had experienced anything like this on your accounts? I'm an adult and the sole owner of my credit card so it's not possible that someone else requested the charge back.
There was no email notification or anything that this was going to take place and it seems that since it happened on friday they did it after I was in contact with them. There's a possibility that there was just lag time between the credit and the bank posting it and that the ncstore just randomly decided to charge it back and that's why my expansions were disabled on thursday. I was wondering if you guys had experienced anything like this on your accounts? I'm an adult and the sole owner of my credit card so it's not possible that someone else requested the charge back.
Divine Starr
I don't think that is what happened with mine, I'm not really sure.
I purchased Nightfall & the Game of the Year upgrade through the Guild Wars in game store 2 months ago.
Purchased GW:EN through the store the day it came out, and the next day Nightfall & the Proph. Game of the Year upgrade were gone from my account. Cannot log onto my NF character, NF skills & hero's are locked on my Prophecies character, and cannot create the bonus items from the upgrade I got either.
But Eye of the North works, so I just have no clue what's going on. It wasn't anything to do with the bank, because what I bought has already been deducted from the bank account.
I purchased Nightfall & the Game of the Year upgrade through the Guild Wars in game store 2 months ago.
Purchased GW:EN through the store the day it came out, and the next day Nightfall & the Proph. Game of the Year upgrade were gone from my account. Cannot log onto my NF character, NF skills & hero's are locked on my Prophecies character, and cannot create the bonus items from the upgrade I got either.
But Eye of the North works, so I just have no clue what's going on. It wasn't anything to do with the bank, because what I bought has already been deducted from the bank account.
Imber
I think that the charge back was probably just the support team crediting me so that I could maybe repurchase the expansions that had become disabled. I really don't think that had anything to do with the initial disabling of my factions and nightfall because those had been purchased from the online guild wars store over a month ago and the money had already been withdrawn from my account and everything. I was just testing a theory but if you hadn't noticed anything hokey going on with getting money back then it was probably part of the solution not the problem.
I think it was just a bug that happened and disabled nightfall and factions for me but not prophecies. I can still play prophecies just fine. Are you able to get logged into your master account? My gw account + password work just fine, but my master account seems to be frozen
I think it was just a bug that happened and disabled nightfall and factions for me but not prophecies. I can still play prophecies just fine. Are you able to get logged into your master account? My gw account + password work just fine, but my master account seems to be frozen
Lord Scro
I'm having the same problem except it was Factions that is missing. Ive contacted support and they act like they've never seen this problem before.
ag3ntblak
I'm having a similar problem, but the only thing that is missing on my account are 4 extra character slots. This is the last email I got from them yesterday:
Hello *******,
I am escalating your ticket to a Senior Support Representative. We assure you that it is our sincerest intent to assist each customer in a timely manner. We thank you for your time and patience as we work to resolve this issue for you. Once we have reviewed your inquiry someone will be in contact with you as soon as possible.
Again, thanks for your time and patience as we work to resolve this issue for you.
Regards,
Guild Wars Account Support
Hello *******,
I am escalating your ticket to a Senior Support Representative. We assure you that it is our sincerest intent to assist each customer in a timely manner. We thank you for your time and patience as we work to resolve this issue for you. Once we have reviewed your inquiry someone will be in contact with you as soon as possible.
Again, thanks for your time and patience as we work to resolve this issue for you.
Regards,
Guild Wars Account Support
Divine Starr
Was just curious if anyone had gotten their like problems resolved yet.
After playing over the past couple of days, I realized I not only lost access to Nightfall- but couldn't create the bonus items from the GW:EN pre order, or the Prophecies Game of the Year upgrade. Seems after I bought GW:EN through the online store, every other purchase I had made there just vanished.
After playing over the past couple of days, I realized I not only lost access to Nightfall- but couldn't create the bonus items from the GW:EN pre order, or the Prophecies Game of the Year upgrade. Seems after I bought GW:EN through the online store, every other purchase I had made there just vanished.
Burn
i contacted support via PlayNC website and i do not have any reply ..
i have the same problem , since i I purchased GWEN i have lost :
- Prophecies game of the year upgrade
- 3 extras characters slots
- GWEN pre-order offer
so 3 slot is missing and the /bonus fot the special items work no more...
i can still have access to prophecies ,factions and nightfall .... thank god these where not my last purchase otherwise i probably have lost them ...
i think it's a bug and they are pulling their hair ... im sure they are a LOTS of people with the same problem.
i have the same problem , since i I purchased GWEN i have lost :
- Prophecies game of the year upgrade
- 3 extras characters slots
- GWEN pre-order offer
so 3 slot is missing and the /bonus fot the special items work no more...
i can still have access to prophecies ,factions and nightfall .... thank god these where not my last purchase otherwise i probably have lost them ...
i think it's a bug and they are pulling their hair ... im sure they are a LOTS of people with the same problem.
BLOODGOAT
Big deal. NF/F were bad anyways.
nechronius
Looks like this problem is starting to come to light.
I had the same thing happen to me. I lost Nightfall, Factions, and game of the year upgrade. My problem started on friday afternoon, at the start of the long weekend, and is still ongoing.
I still retained my extra char slot I bought back in sep 06. Everything else was purchased more recently back in July and later.
I'm sure everybody knows how much it sucked over a long holiday weekend with a crippled account. Yes it sucks tremendously, and I'm sure people are angry and frustrated that they are not getting what they paid for. But on the bright side, at least you're not alone and a problem that appears to be widespread is a problem that will be addressed quicker.
I just really want to know what the heck happened.
I had the same thing happen to me. I lost Nightfall, Factions, and game of the year upgrade. My problem started on friday afternoon, at the start of the long weekend, and is still ongoing.
I still retained my extra char slot I bought back in sep 06. Everything else was purchased more recently back in July and later.
I'm sure everybody knows how much it sucked over a long holiday weekend with a crippled account. Yes it sucks tremendously, and I'm sure people are angry and frustrated that they are not getting what they paid for. But on the bright side, at least you're not alone and a problem that appears to be widespread is a problem that will be addressed quicker.
I just really want to know what the heck happened.
wonderwyrm
same deal for me
nightfall was my first game, i bought factions/gwen/prophecies off the store
now i dont prophecies apparently or factions but i can still go to kaineng city, and apprently i have the prophecies/gwen bundle pack which i never bought
nightfall was my first game, i bought factions/gwen/prophecies off the store
now i dont prophecies apparently or factions but i can still go to kaineng city, and apprently i have the prophecies/gwen bundle pack which i never bought
stefanie
where the fack is my facking agonizing chop!!!!!!!!!!!!!!! 
arenanet support fails again hooray!!!!!!!!
arenanet support fails again hooray!!!!!!!!
Matfei
Quote:
|
Originally Posted by BLOODGOAT
Big deal. NF/F were bad anyways.
|
If you're just gunna troll, piss off.
ultimateg2
I'm having the same problem too (Missing Nightfall) is that any Purchases made in the Guild Wars store from July onwards seem to be missing from the accounts. But my PlayNC account is having a serious issue. I can't even log in even using the password sent by e-mail when you fill out the forgot form
nechronius
Anybody have any luck getting their account restored yet? I'd imagine that a.net has had a full day now to process the problem and hopefully people are recovering...
LumpOfCole
I lost my Nightfall PVP edition, what the hell? I bought that after the Bonus Mission Pack promotion, and now a ton of my heroes are without some key skills. This is totally not cool.
Divine Starr
I didn't receive a response about the issue through e-mail today, so I decided to call the support number that was given. They were no help either. He just said this issue couldn't be resolved through them, and that the issue had been forwarded to a manager.
I understand a lot of people may be having this problem, but support isn't very efficient in letting you know what's going on. The only response I have received from them was a couple days ago asking for the card number I used for verification purposes. Just makes you feel as though you are being looked over when you get no response back. =/
And ultimateg2, I am having the same problem with my master account. Wasn't able to log into it today.
I understand a lot of people may be having this problem, but support isn't very efficient in letting you know what's going on. The only response I have received from them was a couple days ago asking for the card number I used for verification purposes. Just makes you feel as though you are being looked over when you get no response back. =/
And ultimateg2, I am having the same problem with my master account. Wasn't able to log into it today.
Zappa
Although these issues are more serious, problems with the Online Store aren't new.
And the funny thing is that, even when those weren't resolved, they insisted in launching exclusive content to force you people to spend money on that gimmick.
Tsc, tsc.
These things shouldn't happen at all. I'm becoming increasingly afraid of one day logging in and find out that I too have an unpleasant surprise.
Or...
...are they simply claiming what's theirs? :X Lmfao.
I'm curious to see the end of this. *eats popcorn*
And the funny thing is that, even when those weren't resolved, they insisted in launching exclusive content to force you people to spend money on that gimmick.
Tsc, tsc.These things shouldn't happen at all. I'm becoming increasingly afraid of one day logging in and find out that I too have an unpleasant surprise.
Or...
...are they simply claiming what's theirs? :X Lmfao.
I'm curious to see the end of this.
*eats popcorn*
wonderwyrm
well this is interesting, i woke up this morning and now it says I no longer have access to anything except nightfall? wtf is going on?
good thing i used the same card for all of them, time to bust some heads
good thing i used the same card for all of them, time to bust some heads
Imber
The complete lack of communication from support is really getting frustrating to me. Generic automated responses without any details about the specific problem or the progress of the solution are all I've been able to get. I did have a phone support person confirm that the problem with not being able to log into the master account is definitely connected to the issue. I was also changing my password over and over and trying to log in and thinking that it was just me that was broken. That's something that would have been useful in one of the emails from support.
EternalTempest
I think (it's not to excuse them mind you) with EOTN launch they have become swamped.
Keep bugging them.
Keep bugging them.
wonderwyrm
well they asked me for some account info like CC# and my game account name
so hopefully somethings happening
so hopefully somethings happening
Burn
'' Hello,
Thank you for contacting PlayNC & Guild Wars Account Support Team. The issue you have reported is currently being reviewed by the senior staff of the support team. Once that issue has been resolved, you will be notified via this support ticket.
Due the high ticket volume currently being experienced, please allow 2 to 3 business days for an update from the senior support staff. We assure you all support tickets will be addressed as quickly as possible in the order they are received.''
thats the third reply i got from them ... same thing but in different words....
Thank you for contacting PlayNC & Guild Wars Account Support Team. The issue you have reported is currently being reviewed by the senior staff of the support team. Once that issue has been resolved, you will be notified via this support ticket.
Due the high ticket volume currently being experienced, please allow 2 to 3 business days for an update from the senior support staff. We assure you all support tickets will be addressed as quickly as possible in the order they are received.''
thats the third reply i got from them ... same thing but in different words....
LumpOfCole
They asked me for the last four digits of my CC number. Hopefully this will all be neatly taken care of soon. I don't even feel like playing until I know all my hero skills are back
Divine Starr
Hello,
Thank you for contacting PlayNC & Guild Wars Account Support Team. The issue you have reported is currently being reviewed by the senior staff of the support team. Once that issue has been resolved, you will be notified via this support ticket.
Due the high ticket volume currently being experienced, please allow 2 to 3 business days for an update from the senior support staff. We assure you all support tickets will be addressed as quickly as possible in the order they are received.
------------
Well this is what I got this morning. There is still some hope!
<*UPDATE*> Well, everything I have purchased through the GW store that dissapeared has been fully refunded into my checking account. At least that part is fixed now, however I will miss being able to use the GW:EN preorder bonus weapons. I don't suppose there will be a way to get back.
Master account at plaync is still not accessible however.
I haven't received another e-mail stating what they have done, so I will wait before re-ordering what went missing.
Thank you for contacting PlayNC & Guild Wars Account Support Team. The issue you have reported is currently being reviewed by the senior staff of the support team. Once that issue has been resolved, you will be notified via this support ticket.
Due the high ticket volume currently being experienced, please allow 2 to 3 business days for an update from the senior support staff. We assure you all support tickets will be addressed as quickly as possible in the order they are received.
------------
Well this is what I got this morning. There is still some hope!
<*UPDATE*> Well, everything I have purchased through the GW store that dissapeared has been fully refunded into my checking account. At least that part is fixed now, however I will miss being able to use the GW:EN preorder bonus weapons. I don't suppose there will be a way to get back.
Master account at plaync is still not accessible however.
I haven't received another e-mail stating what they have done, so I will wait before re-ordering what went missing.
wonderwyrm
sucky part it, my heroes are pretty much shutdown since they have skills from all campaigns
cant really do much except use my dervish heh
cant really do much except use my dervish heh
ultimateg2
Nice Divine
But I used a credit card how exaclty would I know I got refunded (I dont have online statements)
But I used a credit card how exaclty would I know I got refunded (I dont have online statements)
LumpOfCole
I may have to go bribe/beg my local Gamestop for a physical GW:EN Preorder Bonus box if what happens to Divine happens to me.
Divine Freak
Quote:
|
Originally Posted by Burn
i contacted support via PlayNC website and i do not have any reply ..
i have the same problem , since i I purchased GWEN i have lost : - Prophecies game of the year upgrade - 3 extras characters slots - GWEN pre-order offer so 3 slot is missing and the /bonus fot the special items work no more... |
---
Discussion Thread
Response () 09/05/2007 08:18 AM
Hello,
Thank you for contacting PlayNC & Guild Wars Account Support Team. The issue you have reported is currently being reviewed by the senior staff of the support team. Once that issue has been resolved, you will be notified via this support ticket.
Due the high ticket volume currently being experienced, please allow 2 to 3 business days for an update from the senior support staff. We assure you all support tickets will be addressed as quickly as possible in the order they are received.
If you have not already done so, please provide the following information for verification purposes:
- The last four digits of the credit card used:
- Your Guild Wars game account username/e-mail:
- Your PlayNC master account name:
Thank you for your patience and cooperation as we work to resolve this issue for you.
Kind Regards,
PlayNC & Guild Wars Account Support
---
Hope they get this resolved soon, it's kinda irritating. I'm just glad that I didn't lose access to a whole campaign like some of you guys have, or lose a character since I'm suddenly over my limit with the loss of my spare slots.
nechronius
I figured out that you CAN use skills that are locked, but only under specific terms. Your heroes can use the locked skills, but you can't control when to fire them off, only whether the skill is disabled or not on your hero's skill bar.
Obviously it doesn't allow you to micromanage the skills, but at least my MM necro can still use Flesh Golem when it chooses to use it. At least it's something.
In about four hours it will be five full days since my account was crippled. I've received the same generic responses directly from ncsoft.
Oh, if you can't check your statement online, you can always call them and ask if there have been any credits applied to your account.
Obviously it doesn't allow you to micromanage the skills, but at least my MM necro can still use Flesh Golem when it chooses to use it. At least it's something.
In about four hours it will be five full days since my account was crippled. I've received the same generic responses directly from ncsoft.
Oh, if you can't check your statement online, you can always call them and ask if there have been any credits applied to your account.
nechronius
I just checked my credit card activity online and determined that ncsoft refunded me the $100 or so dollars for expansions two days ago.
And they didn't even bother to drop me a note saying that this had been done. This is so ridiculously irresponsible I don't know if I even want to buy the expansions again. I'm just completely disgusted with them.
And they didn't even bother to drop me a note saying that this had been done. This is so ridiculously irresponsible I don't know if I even want to buy the expansions again. I'm just completely disgusted with them.
Divine Freak
To update my situation concerning my previous post. My online bank statement just updated a few hours earlier. Yesterday NC soft refunded me for my purchases of my four character slots, GOTY upgrade, and GW:EN preorder. NCsoft also charged my credit card for $35 for the purchase of GW:EN that I made a few hours before it went live. I haven't recieved any further updates via email from support. I can only guess that some kind of error either removed or invalidated key codes for already purchased merchandise on some accounts, and that NCsoft is going to proceed with refunds for these purchases on an individual basis. So for anyone out there that is having this problem and hasn't sent a support ticket, I encourage you to do so in order to get your money back. I plan on re-purchasing all that stuff again once I get home, I want my spare mule slots back 
Panix
I have the same issue as most of you all here. My only is for the GWEN pre-order and a slot but I kept my slot. I was playing the other night with 11 of 10 (look here )
but today I noticed a refund on my bank statement from NC Soft but was wondering if we get our GWEN pre orders back and yes I have sent in a ticket hopefully I can have an answer. I mostly just want the Hourglass Staff as it is perfect to create for free and give to a hero as they just need a 20/10 +15 energy weapon plus they look cool with them.
but today I noticed a refund on my bank statement from NC Soft but was wondering if we get our GWEN pre orders back and yes I have sent in a ticket hopefully I can have an answer. I mostly just want the Hourglass Staff as it is perfect to create for free and give to a hero as they just need a 20/10 +15 energy weapon plus they look cool with them.
wonderwyrm
well its good to see shits getting done, so far nothing happening for me though
Divine Freak
So, I'm home now, I logged onto Guild Wars to re-spend my nice little refund from NCsoft to get back the items that disappeared off my account, and I can no longer make any payments to my Guild Wars account. I get a Code=1751073 every time I try. I have tried to use my debit card, my primary credit card that I've used for all my Guild Wars stuff, and my secondary credit card that I've never used for anything from Anet/NCsoft. They all get the exact same code. So while I'm very happy to get my money back, I'm kinda bummed that I can't spend it to recover anything I lost. I've updated my support ticket, hopefully I'll get a response on this new problem soon. Also, in regards to your question Panix, I do NOT have my GW:EN preorder on my account anymore. I have the refund for it back in my account, and the key code from it says it's already in use when I try to add it to my account again (had to try), so I'd be inclined to say that if you lost your GW:EN preorder you won't be able to recover it. If you really want it the only two options that I can see is to wait and pray that NCsoft will somehow bring it back (unlikely if you recieve a refund for it) or you'll hafta go on a scavenger hunt to find somone selling a physical preorder. I intend to start my scavenger hunt tomorrow, since I'm rather fond of that Hourglass Staff too 
LumpOfCole
In all fairness, that code might be a type of temporary 'account hold' to prevent the situation getting more complicated for those involved. In all honesty, I'd wait a couple days or so for everything to get settled, or at least some answers to be communicated.
Burn
yep , that's the bug.
When you buy GWEN at the online store , all your previous purchases from the online store is canceled from your GW account and refunded on your credit card or whatever was used. You keep all the account keys you got elsewhere like a retail key code, key code from a magazine for a mini-pet ... but all the keys obtained online are caceled and refunded.
in my case i have Prophecies , factions , nightfall and GWEN.
i have lost all the stuff at the online store , 3 extra slot , GWEN pre-order , GW edition of the year upgrade.
update : its impossible for me now to log into my master PlayNC account. I think they have stopped everything to prevent more damage.
When you buy GWEN at the online store , all your previous purchases from the online store is canceled from your GW account and refunded on your credit card or whatever was used. You keep all the account keys you got elsewhere like a retail key code, key code from a magazine for a mini-pet ... but all the keys obtained online are caceled and refunded.
in my case i have Prophecies , factions , nightfall and GWEN.
i have lost all the stuff at the online store , 3 extra slot , GWEN pre-order , GW edition of the year upgrade.
update : its impossible for me now to log into my master PlayNC account. I think they have stopped everything to prevent more damage.