xeph.4561 Posted January 22, 2018 Share Posted January 22, 2018 Sorry this is another "how long does it take support to respond to a ticket" post but I have a more specific question. 6 days ago I made a support ticket regarding an in-game currency refund, and a few hours later I encountered another issue and updated my ticket with the second issue (also regarding in-game currency refunds - yes I know, how many times can a person screw up in one day right). And I haven't heard back regarding my ticket since. I was wondering if updating the ticket with a secondary issue might have caused the delay, and if there is a way to somehow delete the updates so support can focus on just the initial issue, as it is more important and more urgent. Does anyone know? Link to comment Share on other sites More sharing options...
Taelac.7036 Posted January 22, 2018 Share Posted January 22, 2018 If you updated the ticket, it should not have caused a delay the same way that submitting a second ticket would. You can update your ticket once to request a status update. You did receive the initial automatic email confirming that your ticket was received, yes? And you've checked your spam folder to make sure no responses were misfiled/whitelisted the support address to ensure proper delivery? Link to comment Share on other sites More sharing options...
xeph.4561 Posted January 22, 2018 Author Share Posted January 22, 2018 @Taelac.7036 said:If you updated the ticket, it should not have caused a delay the same way that submitting a second ticket would. You can update your ticket once to request a status update. You did receive the initial automatic email confirming that your ticket was received, yes? And you've checked your spam folder to make sure no responses were misfiled/whitelisted the support address to ensure proper delivery?Thank you for taking the time to respond! I received the initial confirmation, yes. I also check the ticket page daily for updates, so I'm pretty I would not have missed a response. Link to comment Share on other sites More sharing options...
xeph.4561 Posted January 23, 2018 Author Share Posted January 23, 2018 Update: I just received a response. If this post prompted anyone to help me look into my issue, thank you so much for your help! Link to comment Share on other sites More sharing options...
SleepingDragon.1596 Posted January 23, 2018 Share Posted January 23, 2018 Can Anet have an automated way to get rid of SMS authenticator? I have an account as a hostage from SMS authentication. The phone used was long cancelled and forgot to remove it prior to cancelling line. Internet connection lost and IP address changes so silly SMS authenticator kicks in. Horrible authentication method. Just remove it or have option to click no access to phone during login. And no it isn't this account. Can't use the account that is being held hostage until Anet responds to ticket. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted January 23, 2018 Share Posted January 23, 2018 Then, it would likely be easy for anyone to remove authentication....even those wishing to compromise accounts, no? Link to comment Share on other sites More sharing options...
SleepingDragon.1596 Posted January 23, 2018 Share Posted January 23, 2018 Thanks to Anet support staff. I finally got account back. However, I still think an automated way to temporarily remove the authenticator for SMS is needed. If the method includes you being able to provide your serial number, account name and character in game, I can't see why the system can't authenticate your account and send the authentication to your email account you use instead if SMS to get online. Link to comment Share on other sites More sharing options...
ToraTarou.5290 Posted January 25, 2018 Share Posted January 25, 2018 still no reply here it 1 day 11 hour now. still struck with We have detected that your account may have been accessed by an unauthorized individual. bla blaeven i just purchase gem in morning and got bane in evening and this weekend i can get off from work it would be disappoint if i can't play on weekend. Link to comment Share on other sites More sharing options...
Srgzombie.4951 Posted January 25, 2018 Share Posted January 25, 2018 For me it's going to be my 5th day without response and all I want to do is change my e-mail. They seem to be having a lot of issues on support. Link to comment Share on other sites More sharing options...
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