Lunalie.6849 Posted May 14, 2018 Share Posted May 14, 2018 Hello !A friend of mine would like to make a reclamation by e-mail, but the e-mail given in the User Agreement Section 1. (m) "support@arena.net" seems to not be working. Is there any other e-mail adress we can contact ArenaNet with ? Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted May 14, 2018 Share Posted May 14, 2018 They'd need to put in a support ticket. Then can do so by going to the main GW2 website and clicking on Support at the top of the page. Once on the Support page, just click on Submit a Ticket at the top of that page. Link to comment Share on other sites More sharing options...
Lunalie.6849 Posted May 14, 2018 Author Share Posted May 14, 2018 Thank you for taking the time to answer RoseofGilead :) However I am not asking about how to send a ticket, but indeed for an e-mail address given in the UA that therefor should normally be working, which is not the case.If anybody knows about it (player or Anet staff member), I'd be thankful for an answer! Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted May 14, 2018 Share Posted May 14, 2018 I understand what you mean about the email being in the User Agreement. But creating a support ticket is the only way to contact support. I imagine the email listed in the User Agreement is just there because it HAS to be there for legal reasons, even though support tickets are actually how support is contacted. Edit: Or just read what the amazing Gaile said below, since she actually knows what's up. :p Link to comment Share on other sites More sharing options...
ArenaNet Staff Gaile Gray.6029 Posted May 14, 2018 ArenaNet Staff Share Posted May 14, 2018 I think I can explain what happens in these cases. The system that receives the e-mail is set up to recognize whether or not we have info in certain fields. When the system detects that those fields are not filled out, it then suggests that the user submit a ticket that will ask for the needed information and expedite the answer. So if someone e-mails the address -- Support@GuildWars2.com -- they should get that auto response so that the maximum available information is provided in a ticket and so that they know the ticket/e-mail was received in the first place. If someone writes the e-mail address and do not get the auto response, then they need to check all their folders -- Deleted, Spam, etc. -- to find it.Here's a detailed bit of info for you: https://en-forum.guildwars2.com/discussion/343/account-support-helping-us-help-you Link to comment Share on other sites More sharing options...
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