Can't contact support about a wrongful account termination!

Hi,

After being somewhat inactive, I started to work on my final 50 points for the Hall of Monuments. After much trading and farming for titles for some weeks, today I got a message during login that my account got terminated.

I immediately tried to contact them but I can't access the web support, I'm getting no reply from emailling support (automated or otherwise), and can't access the forum support. I was able to start a thread in the support forum but now I'm unable to login. I get an indication that I got banned.

I prepurchased GW2 digital deluxe edition on the very first day it was out, and linked it to the now terminated account. Guess what? I'm now unable to access anything from GW2 as well!

This is a nightmare. I've done nothing wrong! I'm not a gold seller. I needed in game gold and ectos to get titles in order to get 50 points. Did I buy stuff with real money? No! I was farming and trading hard in order to reach that goal. The only thing I can remember is that I play from China. I've done so in the past 6 years and I've got my account banned and terminated a few times. I was always able to contact support and get my account back, with an apology. Now, I can't use any of the proper channels at all!

Does someone have any suggestions, please? I don't know what else to do... :'(

The only thing you can do is to try to continue to contact them.

Their online services are barred for me. Is there a phone number?

This is ridiculous. It's like walking on egg shells. Something happens in either GW1 or GW2 and BAM! both games are inaccessible. Account linking is a fricking time bomb! And how can they just terminate an account without recourse? What the heck happened in my trading with others that triggered a damn termination?!?

your first and best recourse is to contact Gaile http://wiki.guildwars.com/wiki/User_talk:Gaile_Gray and work with her to resolve the issue. Make sure you have all your game keys and proof of purchase to hand as these are the first things they will ask for. Also keep your responses calm, logical and professional. My final bit of advice is don't give up and keep trying.

I'm afraid trying to argue your case here won't solve anything, you need to go to Anet(as above)

Maybe you bought a lot of items from latest "dupe" and resold them at profit?

Thanks for the link! I'll do just that.

This thread was and is a call for help. Thanks for the help!

I am upset over this, so some argumentation comes with that state of mind. And, account linking of two games was, in fact, more perilous than good in my case. I'm now barred from either game. I'd think to be a disservice to other players not to alert about this.

Well, I do want to resell at a profit when I trade. That's a good way to make money. How do I know when an item is a "duped" one?

From the latest rash of duping, the items would have had the unusual feature of being Customized, i.e., customized Sapphires, customized (NOT dedicated) miniatures, etc. They were created through an exploit around the Anniversary celebration and temporarily shut down trading due to fears of receiving duped goods.

Your thread says you were identified as a gold seller. It's possible that your location and the very high trade volume raised red flags at ANet and, given your history of previous bans, they decided to go with a full one this time. You may want to preemptively ensure your wife's account will be safe, what with you having used it as a storage and alternate trader.

They seem to be cracking down a bit harder recently. There have been a number of threads on permanent terminations. Either they're trying to clean up in preparation for GW2 or the migration of staff to the new game has changed the administrative reaction to these events.

Also, have you used any sort of third-party program or macro, no matter how innocuous, to help? Say, an auto-clicker for going through a stack of consumables?

Thank you for this information. It was actually my wife who was using my character for trading when this happened. I'll ask her if she bought any customized items. I did get a lot of mini pets to max that area of the Hall of Monuments. :/

First of all don't panic. The message bout account termination is a bit harsh and it's actually on suspension (so if you didn't break any policy's on purpose they can restore things for you). You do however need to contact support to inform bout the reasons for this. If contacting them through the website or the official forum fails you can always sent them an email at [email protected]

Keep in mind it can take up to 2-3 days till you get an answer and might be a subanswer (asking you for more information or saying they need more time to sturdy your case)

Thanks. I did send an email to support but there's usually an automated response with a ticket number and I didn't get that. Either they changed the system, something didn't work well, or my email got blocked. I just don't know.

I had previous issues with my account but was always able to communicate with support. Now I'm not. That's what made me particularly worried.

On the other hand, I got a new HoM reward: account termination! :s

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BTW, I did check with my wife about trading duped items, and neither her or me remember a customized indication in items we traded. But we were not that aware of the issue, which makes it difficult to recall accurately.

24 hours ago, my character was hanging out in the Great Temple of Balthazar doing nothing. Then the character just died and the login screen showed up. Summary execution... great.

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Just noticed you've added more info.

Yes, I have definitely been having more problems with GW recently. I had an on going issue with not being able to use my credit card in GW2, and then GW1 (the same cc I used in the in-game store for years).

I haven't used any sort of programs or macros. A year ago I used a program to be able to use both our accounts in one computer, and then I got banned for "account theft". Since then I haven't used any third party accessories, at all, for fear of account trouble. What is more frustrating is that I actively try not to trigger any intervention from them but, the moment I got more active, there's this termination from hell.

Maybe I should just email support warning them that I'll be more active for the next n days. Or that I'll be traveling to a different country for x days. Geez...

It's also possible that, being in China, I'm sharing my given IP range with actual gold sellers. I could've gotten the termination just by IP association. My first termination (this is the second) was in 2008 because of that issue.

It would be soooo nice if they could create certain precautions for players who play in odd places, but are nevertheless legitimate players who have spent a boatload of money with ArenaNet/NCsoft for 7 years now.

Gaile Gray has responded.

Gaile Gray is the 7th God of Tyria. If something goes wrong, nothing helps and everything seems lost, contact her.

Thanks for the heads up!

Agreed!

@Defense, thank you very much for posting in my forum support thread to warn that I'm no longer able to log in there.

Obrigado. =)

I'm now off to catch a plane for Europe, right after a very stressing work week (I guess this issue was the cherry on top of the 'stress' cake). When/if I get my account back, I'll make sure to warn support that I'm on the other side of the world and not to ban/terminate me for that.

I'll check on things again after about 20 hours.

Cheers.

My thanks to Guild Wars Guru as a communications platform that made possible the retrieval of my account, and also to the players who helped me with information and advise.

Here's what I posted in the support forum:

Glad to hear you ended up with positive attitude and restored access to your account.