Innate.8316 Posted May 27, 2020 Share Posted May 27, 2020 I've just come back into GW2 and am trying to update my account email for a bit more security. I've had 3 support tickets in total simply closed without response, what is the deal here? I just made a purchase of the new exapnsions and this run around for a simple update is ridiculous. Does anyone have any tips or ways to get this done quick? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted May 27, 2020 Share Posted May 27, 2020 Don't submit duplicate tickets, as they will be automatically closed.Update the original. Even if it's inadvertently closed. Link to comment Share on other sites More sharing options...
Innate.8316 Posted May 27, 2020 Author Share Posted May 27, 2020 Unfortunately once they're closed there is absolutely no way to reply to them.EDIT: I should mention no way to reply to the ticket itself, however I can reply to the emails obviously. Link to comment Share on other sites More sharing options...
RafCy.2348 Posted May 27, 2020 Share Posted May 27, 2020 I have an 1 week ticket pending as well.. A friend of mine had 1 month old ticked and it just closed because there was no point in answering. They need to do smth about the support system because rn it seems pointless. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted May 27, 2020 Share Posted May 27, 2020 @Innate.8316 said:Unfortunately once they're closed there is absolutely no way to reply to them.EDIT: I should mention no way to reply to the ticket itself, however I can reply to the emails obviously.And, that is your ticket. For many years, there was no support site page that showed the tickets; just the emails that were sent, and responded to. Link to comment Share on other sites More sharing options...
Gravy.7429 Posted May 28, 2020 Share Posted May 28, 2020 I have not been able to log into my main account due to changing my phone and not able to authenticate. No answer after a week. Is this normal? I cant believe after I work so hard on my characters that I can not access my main account. Is there a more efficient way to communicate? All I need is to update to my present phone. Link to comment Share on other sites More sharing options...
zsomer.9547 Posted May 29, 2020 Share Posted May 29, 2020 I have been waiting for 3 whole weeks for an answer. Actually, nevermind, its been automatically closed literally the first day with some automated message being the only answer. Worst support I have ever seen. That was the only ticket I sent about it. Link to comment Share on other sites More sharing options...
Innate.8316 Posted May 29, 2020 Author Share Posted May 29, 2020 So an update to this thread just so its not left dead like most others. While the ticket was closed basically on day 1 of submissoin, I did reply via email and got no response back. Today I woke up to an email from ArenaNet with a link to update my email on my account and this was received on the new email address I requested to change to. It appears the ticket was worked and completed albeit much later than I expected but it seems like some patience and careful instruction following is needed. Link to comment Share on other sites More sharing options...
Ok I Did It.2854 Posted May 29, 2020 Share Posted May 29, 2020 @Gravy.7429 said:I have not been able to log into my main account due to changing my phone and not able to authenticate. No answer after a week. Is this normal? I cant believe after I work so hard on my characters that I can not access my main account. Is there a more efficient way to communicate? All I need is to update to my present phone.I had the same issue, it took them 9 days to get back to me, going from reddit etc thats about the given timeframe for support at the moment 7-10 days, im guessing the full support team is not working due to current world events etc. Link to comment Share on other sites More sharing options...
Vrath.1754 Posted May 29, 2020 Share Posted May 29, 2020 I've had one open for a week now. It's the worst response time I've ever experienced. I recall 4ish years ago I had an issue accessing my account and they resolved it that day. Clearly those times are over. Link to comment Share on other sites More sharing options...
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