If you’re not receiving emails you’re expecting—such as purchase confirmations, password resets, network authorization requests, or responses from the Support team—take a moment to work through the troubleshooting steps below:
- Check your email through the email provider’s web page. If you’re using a mail reader (such as Outlook) or a mobile device (such as a smart phone or tablet), try accessing your email by using a computer web browser to access the provider’s main page.
- Check your Spam, Junk, and Deleted Messages folders. Sometimes email programs will automatically move messages to one of these sub-folders. Make sure to whitelist our official email addresses (listed below) if you find them there.
- If you’re using Gmail, check every tab (such as Social, Promotions, and Updates). Messages in other tabs sometimes bypass the Inbox tab, so be sure to check every folder and tab for the missing emails.
- Set up a filter, add us to your Contacts List, or add us to your email's "Safe Sender" list. This should help ensure that our messages aren’t being diverted or blocked. Here's the official list of email addresses where you'll hear from us:
Guild Wars Support [email@example.com]
Guild Wars 2 Support [firstname.lastname@example.org]
Guild Wars Player Support [email@example.com]
Guild Wars 2 Player Support [firstname.lastname@example.org]
Guild Wars 2 Team [email@example.com]
NOTE: Unfortunately, it is not possible for us to prevent someone from “spoofing” one of our email addresses to disguise a phishing email. As such, we encourage that you use great caution in handling and responding to any inbound email—particularly any that you're not expecting.
For more information about how to guard against phishing attacks, you can visit this article.
- Ensure your account is secure. If your email account has been compromised, it is possible that emails are being deleted from your mail account before you find them. If this is the case, you should take measures to secure both your email and game account.
I worked through all the steps and I'm still not getting ArenaNet emails! What do I do?
If you followed all of the steps outlined above and you're still having trouble receiving official emails, there may be a problem with your email service provider or our sending service. The steps you should take next depend on the type problem you’re having. For example:
If you receive emails from Support but don't receive other official emails...
Take a moment to submit a ticket to our Support team describing which emails you’re not receiving. An agent will work with you to figure out the problem.
If you're not receiving automatic responses from Support after submitting a ticket...
Try submitting a new ticket using an alternate email account. The alternate email should use a different email provider than the one causing you trouble. For example, if the email address you used previously was a @yahoo.com address, try creating a @gmail.com or @hotmail.com mailbox through which to contact support.
When you submit a ticket, be sure to let us know which email address you’re having trouble with and which address we should use to contact you in the future. In addition to this, please include the number of your original ticket (if available) in the subject line of your new ticket, as well as any other information you previously provided.
If all else fails...
If you are not receiving any responses, take a moment to sign in and contact us via the official forum. Be sure to explain your situation with as much detail as possible while omitting any private details such as your full email address.
What should I expect as a response to my support ticket?
When you submit, update, or reply to a support ticket, you can expect one of three kinds of responses:
- An auto-response that confirms receipt of your inquiry. These are usually sent shortly after we receive your initial inquiry.
- A personal response from an agent that arrives after the auto-response. There may be multiple agent responses to a single ticket depending on the complexity of the issue.
- Automatic updates that let you know your request is in the hands of an agent or is being worked on. These are not sent for every ticket, but will often show up for requests that are taking extra time to resolve: such as an account ownership dispute, a hacked account situation, an item replacement or refund request, etc.