Help Our Support Team Help You!

The purpose of this article is to give you a little insight into our customer support processes, so you can get the help you need as quickly as possible. [Check the TL;DR at the end for the abbreviated version. ]
It’s worth noting that updating your ticket will not push it to the top of the ticket queue. The support team responds to tickets, in order, based on when the original request was received or when you first update an existing request.

How to speed up the process:

  • Provide enough information: When you submit a ticket, provide as much information as possible about your issue. This will reduce the potential back and forth between our support team and you to resolve your issue.
  • Unable to log into the game?: If you can't log into the game, go to this web page and select “I can’t log into the game” as the account issue. To help us process your ticket faster, please log in to your ArenaNet account. If you can't log in you can submit your ticket anonymously.

Security is Key:

More than half of all tickets submitted to customer support are related to account access issues, such as forgotten login details or compromised accounts. Here are some tips to help you protect your account:

  1. Use a unique password.
  2. Secure your account with authentication.
  3. Keep your account information private, including your e-mail address and your password.
    • Consider using a password manager or similar security software.
    • Consider using a unique e-mail address as your Account Name—one that you don't use for any other purpose.
  4. Never share your account or leave it vulnerable to access by others.
    • Log out when you step away.
    • If you live with others or frequently have others in your home, leave the "remember password" field unchecked so that someone doesn't automatically get full access if they open Guild Wars 2.

TL;DR Version

  • Updating your ticket will not push it to the top of the ticket queue. The support team responds to tickets, in order, based on when the original request was received or when you first update an existing request.
  • Provide as much information as possible in your request to help us answer more efficiently and reduce wait times.
  • If you can't log into the game, go to this web page and select “I can’t log into the game” as the account issue. To help us process your ticket faster, please log in to your ArenaNet account. If you can't log in you can submit your ticket anonymously.
  • Follow appropriate security measures to protect your account.