Boyfriends account locked - No response from support.

[Mawian.2905]

Hello,

My boyfriends account was locked for security purposes and he submitted a ticket a few days ago but has yet to hear from support. The account hasn’t been logged into for two years so it is unusual that he can’t access it. The case number is 8234357. I am making this post in the hope that it helps reach support since he does not have access to the forums. Thank you! 

[TheQuickFox.3826]

Support will communicate with the account owner only as rule of thumb. Support tickets normally can take up to 72 hours to get a first human response, but because End of Dragons just went on pre-purchase there has been an increase in the amount of tickets. So, it may take a bit longer than usual for him to get a reply.

[Furio.9038]

Yah I'm trying to play with a friend who just doesn't receive the two factor authentication message to his phone despite not changing devices since we last played. We got hyped by the trailer. Its been 3 days with no response to their ticket. This is a really bad time for them to have a broken process that requires support intervention and terrible customer service.

[codedbykush.2019]

On 8/4/2021 at 2:38 AM, Mawian.2905 said:

Hello,

My boyfriends account was locked for security purposes and he submitted a ticket a few days ago but has yet to hear from support. The account hasn’t been logged into for two years so it is unusual that he can’t access it. The case number is 8234357. I am making this post in the hope that it helps reach support since he does not have access to the forums. Thank you! 

I had the same problem last Friday. I submitted a ticket and the CS team started answering the ticket on Sunday late at night.

 

And since then they did their best to securely unblock my account. Just give them time. They kept apologizing for the delay and mentioned the high volume of tickets.

 

My advice is to give them time and be patient. With EOD preorder issues, 80 boost issues, gem purchase issues, login server issues are all clogged up.

 

Take a small break. Read some wiki or lore about guild wars 2.

[Furio.9038]

Ok so it took them 4 days to respond. They then asked him to send an email from the address that setup the account with more information. They advised they would be actioning this as a new ticket. This is so they don't breach their SLAs further and artificially boosting their numbers by closing tickets without resolution.

 

So we are looking at a likely 8 days for them to take their broken authenticator off the account (Its the authenticator that is not working. My friends phone hasn't changed.)

 

This should be an automated process. Instead they have setup a system where when it breaks they have to manually intervene. The manual intervention takes 4+ days to action.

 

This is a broken process that is costing them money in service desk effort and the customer dissatisfaction will likely cost them in future purchases of expansions.

[Leynea.2613]

I had the same problem. Haven't logged in for about 2 years and decided to return to the game due to not having fun in WoW or FFXIV anymore, found my account had been locked for security purposes, waited 4 days to get my account back. No idea what really happened or when exactly the account was locked. Worst part was that the password reset is valid only for 24 hours so if I had been away for the weekend like I planned I would be looking at resubmitting my ticket -.-