ArenaNet Staff Fire Attunement.9835 Posted April 30, 2020 ArenaNet Staff Share Posted April 30, 2020 We're experiencing very high support ticket volumes right now, and a high percentage of those tickets are related to account access issues. While our Customer Support team is working through the queue as quickly as they can, wait times are longer than normal. Please read our support article for tips that will help ensure the speediest possible resolution. . Thank you for your patience! Link to comment Share on other sites More sharing options...
Dreggon.6598 Posted April 30, 2020 Share Posted April 30, 2020 I noticed some of the support staff had names without the GM tag in front of them. Did you get some new people recently? I wasn't sure who they were. Link to comment Share on other sites More sharing options...
DanAlcedo.3281 Posted April 30, 2020 Share Posted April 30, 2020 Thank you for the great work! Link to comment Share on other sites More sharing options...
RyuDun.7489 Posted April 30, 2020 Share Posted April 30, 2020 I bet a large portion are regarding recent server dc\lag. If anet would just recognise the issues people would be happy Link to comment Share on other sites More sharing options...
cherrycola.3127 Posted April 30, 2020 Share Posted April 30, 2020 Thank you support folks, we know you work really hard. Link to comment Share on other sites More sharing options...
TPMN.1483 Posted May 11, 2020 Share Posted May 11, 2020 Keep up the good work - try Air Attunement instead of fire and get Zephyrs Speed for a 25% movement buff to the backlog. Link to comment Share on other sites More sharing options...
Alpharider.7548 Posted May 11, 2020 Share Posted May 11, 2020 I have bough GEMS and with those i bough EXPEDITION CONTRACT WHICH ARE NOW GONE. Can i at least get GEMS BACK? Link to comment Share on other sites More sharing options...
rawspeed.1069 Posted May 11, 2020 Share Posted May 11, 2020 Hi, when is this rollback issue going to be resolved. Link to comment Share on other sites More sharing options...
20B8A813-D238-4C8F-8A64-15 Posted May 11, 2020 Share Posted May 11, 2020 Hopefully not too long. Accounts a mess. Link to comment Share on other sites More sharing options...
Ok I Did It.2854 Posted May 12, 2020 Share Posted May 12, 2020 What sort of times are support having, its been a week now and no reply, some friends on discord are saying they have gone nearly 2 weeks with no reply, i understand things are kind of crazy right now, so just kind of looking for a general time frame, if possible. Link to comment Share on other sites More sharing options...
Akari Kage.1403 Posted May 12, 2020 Share Posted May 12, 2020 We all understand these are difficult times and that you will solve the problems the fast you can! Keep the good work on one of the best MMO ever! Link to comment Share on other sites More sharing options...
alpha gamer ow.3479 Posted May 15, 2020 Share Posted May 15, 2020 Like me i spend 960 gems in living world season 4. Now I lost the gems and the living world have this message "Item is purchased but not enable in your account. Please contact support" I contact and still nothing. Will take what? 4 weeks ? 1 year to resolve? C'mon fix that fast because i bought a thing to play in the moment i pay for it. Not in a month later. Sad, because the only answer i get is this one:"Unfortunately us here in Customer Service do not have any updates on this issue. As the issue has effected a lot of people, the investigation the dev team is conducting make take a little bit of time. Once that has concluded, we will be responding to everyone effected. We thank you for your continued patience. "So in the end i don't know nothing. At least say somehting that show that i will have what i paid and will not lost the money and the game .... Link to comment Share on other sites More sharing options...
Zinedine Longstride.7241 Posted May 15, 2020 Share Posted May 15, 2020 I lost access to my account the day before the rollback. Awful timing Link to comment Share on other sites More sharing options...
CazBandit.8169 Posted May 16, 2020 Share Posted May 16, 2020 Is there any support for GW1 login issues? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted May 17, 2020 Share Posted May 17, 2020 @CazBandit.8169 said:Is there any support for GW1 login issues?There is. Unfortunately, due to high volume, ticket responses are slower than the usual 'within 72 hours'. Link to comment Share on other sites More sharing options...
mynao.5280 Posted May 17, 2020 Share Posted May 17, 2020 Is five days without a answer normal? Seems kinda long even with a high volume of tickets.Guess I just keep waiting... Link to comment Share on other sites More sharing options...
puke.7968 Posted May 17, 2020 Share Posted May 17, 2020 my friend gave me a code for the expansions and i redeemed it successfully about 4 days ago. when i go to overview it says both expansions are active. however when i log in to game i am still encouraged to "Upgrade to Full Account" and am unable to access any content from either expansions. i'm not sure what im waiting on. i've submitted a ticket but yeah, due to the circumstances its still no replies. i enjoy the game a lot, would love a glance at my ticket. stay safe gamers. Link to comment Share on other sites More sharing options...
Alshan.1402 Posted May 19, 2020 Share Posted May 19, 2020 The support page is a joke. no button to submit, click log in and it just reloads the same page.how can such a good game have the worst support page in video game history? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted May 19, 2020 Share Posted May 19, 2020 @Alshan.1402 said:The support page is a joke. no button to submit, click log in and it just reloads the same page.how can such a good game have the worst support page in video game history?You can submit a ticket using the 'anonymous' feature; you can ask the CS Team to fix your log-in issue for Support Tickets, as well. Link to comment Share on other sites More sharing options...
alpha gamer ow.3479 Posted May 19, 2020 Share Posted May 19, 2020 @mynao.5280 said:Is five days without a answer normal? Seems kinda long even with a high volume of tickets.Guess I just keep waiting... Here the same, nobody answer, nobody take care of the problem wtf are you doing ? i don't have the gems neither the Living world season 4 and in the middle of this lost the money and have no game Link to comment Share on other sites More sharing options...
Lyrixx.9571 Posted May 20, 2020 Share Posted May 20, 2020 I just wanted to share the information that my ticket is ~8 days old. This is no complaint which wouldn't change anything anyways. It's just my contribution to have a better estimation on what to expect. Since others also posted about ticket older than five days it doesn't seem to be out of norm and so I'll patiently keep on waiting. Link to comment Share on other sites More sharing options...
Cyanon.1928 Posted May 20, 2020 Share Posted May 20, 2020 My ticket is 11 days old... so u get the idea... Link to comment Share on other sites More sharing options...
mynao.5280 Posted May 21, 2020 Share Posted May 21, 2020 @alpha gamer ow.3479 said:@mynao.5280 said:Is five days without a answer normal? Seems kinda long even with a high volume of tickets.Guess I just keep waiting... Here the same, nobody answer, nobody take care of the problem kitten are you doing ? i don't have the gems neither the Living world season 4 and in the middle of this lost the money and have no game I feel for you buddy.Update - Still no answers on my tickets. i guess we just keep waiting or something lol Link to comment Share on other sites More sharing options...
mathion.8549 Posted May 21, 2020 Share Posted May 21, 2020 @Lyrixx.9571 said:I just wanted to share the information that my ticket is ~8 days old. This is no complaint which wouldn't change anything anyways. It's just my contribution to have a better estimation on what to expect. Since others also posted about ticket older than five days it doesn't seem to be out of norm and so I'll patiently keep on waiting.The problem I have goes back to before February 25th, 2020, the last time known issue tracker was updated. My issue is still listed. It may be annoying, but it's certainly not critical.Considering the global circumstances, especially in Washington State where Anet is located, I don't expect the support and tech staff have the same workplace environment as they're used to, and work-arounds from home aren't always the best option for some of this stuff. Yes, it can be collaborative, but setting up remote connections to the test hardware is probably a nightmare since it's likely in a closed test environment (physically and virtually).So I wouldn't expect a lot of speed in getting technical glitches attended to. They're probably focused on the new expansion and just keeping the game running more or less consistently as they stomp out customer service spot fires as best they can. Link to comment Share on other sites More sharing options...
Gundahar.2765 Posted May 22, 2020 Share Posted May 22, 2020 If the ticket hasn't been solved yet, request it to be redirected to a higher up.I feel that some that send support tickets choose the wrong category, you must be very careful and precise with that, otherwise will result in a denial or delay.It might also have to do with hours and queue.I never had an issue of any kind with support, I got an answer in max 8 hours, wether it was about my account, rewards, lag and performance issues, the support has been quite decent considering the amount of tickets lately.Thumbs up from me. Link to comment Share on other sites More sharing options...
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