Reporting Unauthorized Charges

If you have charges on your billing statement from ArenaNet that you do not recognize, wish to dispute, and would like to be refunded, you can submit a ticket here or send an email to

Charges occur whenever you purchase one of our games, make an in-game purchase, or buy additional content for an existing game account.

Providing the information below will help us locate the charges you are reporting:

  • GW2 email account (if applicable)
  • First & Last Name
  • Zip or Postal Code
  • First 6 digits (BIN) and last 4 digits of the card
  • Card Type (Visa, Mastercard, etc.)
  • Screenshot of your billing statement

A representative will email you back within 24 hours.

Sample billing statements showing charges from us:



Credit Card:

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