JustTrogdor.7892 Posted March 3, 2022 Share Posted March 3, 2022 (edited) It does not affect me but may affect others that have lost their login credentials and seeking support. I just noticed today the "submit a ticket anonymous" option that many of us have suggested for those that can't login for some reason or another has been removed from the page after it was there for years? It is a very recent change like the last few days because I know it was there on EoD launch day. So if someone can't login for some reason how can they submit a ticket? For example the people that got caught in browser loops that failed to login? Maybe that got fixed? I see the Trouble logging in page linked on the support page says to email support@arena.net but that just seems to over complicate things and maybe does not even enter the support ticket system. Just wondering what's up with that and why it was removed? Many of us are glad to help people looking for support and how we can assist them. We are players that do it for free in this mostly player driven support forum to help the GW2 community and hopefully reduce the strain on support staff. The players that take their time to respond with information in this support forum are doing a big part of the support work for you. So in my opinion changes to the system should be shared and explained so we can indeed assist other players with the most up to date information. Thanks. Edit: A look at the wayback machine for the Trouble Logging in page last snapshot was April 2021 and states to submit a ticket for login issues. Where as the recent live version of the page says to email support@arena.net. So did my own homework and I'm guessing the later is what is required now for people that can't login to submit a ticket. Edited March 4, 2022 by JustTrogdor.7892 Link to comment Share on other sites More sharing options...
Sheorajek.9305 Posted March 25, 2022 Share Posted March 25, 2022 This definitely affects people. A friend of mine who hasn't played as long got the good old "this account has been blocked for security purposes" and can't submit a ticket now because THEY CANT LOG IN. They should add this option back. Link to comment Share on other sites More sharing options...
JustTrogdor.7892 Posted March 25, 2022 Author Share Posted March 25, 2022 (edited) 27 minutes ago, Sheorajek.9305 said: This definitely affects people. A friend of mine who hasn't played as long got the good old "this account has been blocked for security purposes" and can't submit a ticket now because THEY CANT LOG IN. They should add this option back. As mentioned apparently they want people that can't login to use support@arena.net now. Not sure why they made the change but maybe that email goes to people that more frequently deal with login issues. Who knows? Edited March 25, 2022 by JustTrogdor.7892 Link to comment Share on other sites More sharing options...
TheQuickFox.3826 Posted March 25, 2022 Share Posted March 25, 2022 A bit curious yeah, but they offer e-mail support as alternative now. I don't know what would work better or quicker for the customer. Link to comment Share on other sites More sharing options...
Healix.5819 Posted March 26, 2022 Share Posted March 26, 2022 16 hours ago, TheQuickFox.3826 said: A bit curious yeah, but they offer e-mail support as alternative now. I don't know what would work better or quicker for the customer. It was via email either way. The big difference is that you're now the one that has to initiate the email chain, meaning you can't give them the wrong address and it should prevent their reply from being marked as junk. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted March 26, 2022 Share Posted March 26, 2022 I'd think it would slow down the ticket resolutions, as the initial correspondence will often no longer contain the requisite information needed. Link to comment Share on other sites More sharing options...
JustTrogdor.7892 Posted March 26, 2022 Author Share Posted March 26, 2022 (edited) 5 hours ago, Inculpatus cedo.9234 said: I'd think it would slow down the ticket resolutions, as the initial correspondence will often no longer contain the requisite information needed. Yeah that is one thing I wondered about The submit anonymous form at least required people to submit some verification information in the form. Now it is just email saying you can't login that is kind of hidden on the Trouble Logging In page. I wonder how many emails they get these days stating something like, "I can't login," with very little other required information for verification. That maybe takes more responses from support to ask for and validate information. I don't know. It just seemed like an odd change to me from, "Fill out this form with as much guided information as possible," to "just email us and please include this info " Anyway I don't work for support so I guess the new version works better for them. My original post was more thinking it would have been nice if Anet updated this part of the forum to note the change instead of us finding it out later by accident and after suggesting the anonymous feature for a very long time, especially how often the topic comes up. Whatever. Side note: I'm done here on the forums, not related to the above at all. I don't even play GW2 much anymore and I have spent more time here over the years than I should have. It is time to move on. I only mention this because my not participating here anymore does not mean I have been banned like some may think, haha. Have fun all and good luck. 😀 Edited March 26, 2022 by JustTrogdor.7892 1 Link to comment Share on other sites More sharing options...
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