We are aware of an issue that is causing messages to the support@guildwars2.com email to not be correctly received by our ticketing system. This means that replies to in-progress tickets may not be delivered correctly to our team.
To avoid the error, please send your replies via the online ticket form here: https://help.guildwars2.com/hc/requests
If you wish to submit a new ticket via email, please contact us at support@arena.net instead.