Ticket Support Times — Guild Wars 2 Forums

Ticket Support Times

cinnawaffles.3729cinnawaffles.3729 Member
edited September 18, 2019 in Account & Technical Support

Howdy! My fiance submitted a support ticket to have his old two factor authentication removed so he could gain access to his account. He submitted it anonymously four days ago, but hasn't yet received a response, so I went ahead and submitted one myself since I have my account. I just wanted to know about how long we could expect to wait! Thanks in advance, and I sincerely apologize if there is something I misunderstood when writing this. Thank you!

Comments

  • sighhh… hey i have the exact issue. my internet provider converted us from old school dsl to fiber.. now i have new ip address. my old number was lost so i cant sign in ingame… and on support website. i can still access this since it doesn't ask for authentication.

    anyway.. i submitted my ticket 4 days ago.. still no response. trying to be patient but im itching to play the game since we got new content

  • Absolute same! I assume they must be bogged down with a lot of tickets at the moment! I've always had really good experiences with Anet, as has my fiance.

  • @cinnawaffles.3729 The CS Team won't help anyone submitting a ticket for another's account. Close your ticket, and have your fiance update his original ticket only by responding to the near-immediate automated reply in his email account.

    Due to high volume, the usual 72-hour response time is longer than usual. Also, some issues, such as owner verification may take longer than others.

    Good luck.

  • heyyyyyy OMGGGG I just got a response.. you'll probably get yours anytime now.

  • Maybe my ticket will be looked at if I post in the Forum too? I asked for a simple update to my phone number for authentication 53 hours ago. No response.

  • Linken.6345Linken.6345 Member ✭✭✭✭

    @Babs.6021 said:
    Maybe my ticket will be looked at if I post in the Forum too? I asked for a simple update to my phone number for authentication 53 hours ago. No response.

    It wont and still they have another 19 hours to respond unless alot of people are swarming em to play the new episode that released 2 days ago.

  • Still no response... but hey, they have 3 hours to meet their minimum standard!

  • That's not the minimum standard.
    Right now there is high volume, and during such times, responses can be significantly delayed.
    Patience, they are only human.
    Good luck.

  • And I got a response.. 76 hours on the nose... well played Arena Net... well played...

  • Are others seeing delayed response time to a ticket too? I submitted one 4 days ago and have not heard back. It's about an accidentally deleted item, not anything vital like "unable to access account," so I understand, but I'm still impatient.

  • Dami.5046Dami.5046 Member ✭✭✭✭

    I had to wait a bit for mine but they E-mailed to apologize and a few hours later my issue was solved. Don't forget they would been bogged down with people demanding a refund on HoT as well as general problems.

  • Yes, I figure there are a lot more tickets than usual because of the new LW episode/prologue, just because anything new seems to lead to issues. My ticket is only about a SUE (Stupid User Error) so I can wait. Thanks for responding.

  • Seth Moonshadow.2710Seth Moonshadow.2710 Member ✭✭
    edited September 21, 2019

    @Linken.6345 said:

    @Babs.6021 said:
    Maybe my ticket will be looked at if I post in the Forum too? I asked for a simple update to my phone number for authentication 53 hours ago. No response.

    It wont and still they have another 19 hours to respond unless a lot of people are swarming em to play the new episode that released 2 days ago.

    Well, it is a launch window and from systems administration I know they can keep developers and some systems administrators on hand 72 before and 72 hours after a launch for bug fixes and other updates / software repairs. That being said I have not had any response since Wednesday. I am suspecting that due to launch and the Reaper Tool + Chef issues AND HoT Refunds they are bogged down a bit and remain mostly hopeful that by next week I should have had some kind of response. I've have really good support in the past so I was disheartened some given the much longer wait this time but forgot about the launch.

    Good Luck all!

  • I thought i was the only one with this problem....48h and still waiting.

  • @Sandbird.3728 said:
    I thought i was the only one with this problem....48h and still waiting.

    At optimum times, the CS Team allows 72 hours for responses. During high volume times, like now, ticket responses can take considerably more time.

    Good luck.

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