Jump to content
  • Sign Up

The EU servers are currently down for maintenance.


Recommended Posts

  • ArenaNet Staff

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.

Link to post
Share on other sites
  • ArenaNet Staff

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:

Account Changes

  • If you created a new Guild Wars 2 account during the affected period, you may encounter an error when trying to log in again. We've already started on a fix, which players should begin seeing the results of in the next few days.

Purchases

  • If you used gems to purchase an item from the Gem Store, those items will be restored automatically, and you don't need to take any action. Please allow time for Customer Support to restore your items.

Gameplay Progress

  • If you sent an item through the in-game mail or placed it in your account bank during the affected period, you'll need to complete the action again.
  • We regret that we can't restore all gameplay progress made during the rollback period, but if you obtained a rare and valuable item during the affected period, such as a legendary precursor, please contact Customer Support for help.

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.

  • All EU server players who logged in to Guild Wars 2 during the affected period (between 9:40 a.m. UTC and 4:10 p.m. UTC) will receive a free Curious Creatures Mount Select License.
  • All EU server players who have logged in to Guild Wars 2 in the past 30 days will receive a free Communal Boost Bonfire.

Thank you, and we'll continue providing updates as needed. We're very happy to see you back in Tyria again!

Link to post
Share on other sites
  • ArenaNet Staff

Hello everyone,

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.

Link to post
Share on other sites
×
×
  • Create New...