We will keep you updated on its progress. Thank you for your patience.
We are continuing EU server maintenance related to the earlier issues. We do not currently have an ETA for when maintenance will be completed but will keep you updated.
Maintenance on the Guild Wars 2 EU servers is still progressing. We appreciate your patience as we work on this, and we’ll continue giving you updates as we’re able.
We're continuing work toward re-opening the EU servers and our next step is to do thorough testing. We'll update you as soon as we're ready.
Thank you for your patience. Maintenance has concluded and you should be able to log in to GW2 on EU servers again.
As part of the fix, we have restored all EU player accounts to their standing at roughly 2:40 AM PT on May 11. We're continuing to help players who are still missing items, or who made gem purchases or in-game transactions after that point. Please check your account carefully. If you find that you are still missing items or account progress, submit a ticket and Customer Support will help you as soon as possible.
We apologize for the frustration and inconvenience this incident caused and are exploring ways to make up the downtime to our player community.
Thank you again for your patience and words of support. We'll continue helping restore account progress for players who were impacted by the rollback.
We shut down the EU game servers at approximately 4:10 p.m UTC (9:10 a.m. Pacific Time) on May 11 and restored account progress up to 9:40 a.m. UTC (2:40 a.m Pacific Time) on May 11. Gameplay progress between 9:40 am UTC and 4:10 pm UTC was lost.
Here are all the details on what we're doing to restore account progress during the affected period, and steps you can take yourself right now:
We understand that this has been a frustrating experience, and we'd like to welcome players whose progress was impacted back to the game with a free Curious Creatures Mount Select License. You can use this to select and unlock your favorite mount skin from the newest collection.
Thank you, and we'll continue providing updates as needed. We're very happy to see you back in Tyria again!
We appreciate the support the community has shown toward each other and toward ArenaNet during the incident. Thank you.
Our goal is that players never lose progress in GW2 and in this instance we didn’t live up to that standard. To those who lost progress we gifted the mount select license as a small way to help make that loss up to them.
Another one of our goals is that players can always play GW2 when they want. For the players who were not able to log in during our downtime the Communal Boost Bonfire is something we hope everyone can share with each other.
Items are being distributed in waves. Please allow some time for Customer Support to deliver them.