I bought the game a few days ago via the gw2 site and never Received any emails from them at all with my code so I can get started. (I checked EVERY email folder I have). I submitted a ticket as the site says right after it happened and have heard NOTHING. Not the best way to start out. ...and yes the money already left my bank account.
External link →We will respond within minutes with an auto-response to let you know "Hey, we got your ticket." Then, an agent will get busy on the matter and will update you as soon as possible afterwards. Response times vary depending on the complexity of the issue.
May I point you to a thread I wrote up about this very issue? It has a lot of valuable info (well, I hope it's valuable! ;) ) about which ISPs are giving us fits... ahem... having problems routing our emails properly.
Here's the thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424
The last thing we want to do is block you from playing the game you purchased! :( I am sure your ticket will be answered soon, but if you're not getting our mails, you might want to consider the suggestion of an alternative email point of contact, mentioned in my post tonight. That is a very solid way of working around this regretable situation. (Alternately post your ticket number and we'll give it a peek but if you're not getting our responses, that's not the best option. The alternative mail is best, really!) ~Gaile
We will respond within minutes with an auto-response to let you know "Hey, we got your ticket." Then, an agent will get busy on the matter and will update you as soon as possible afterwards. Response times vary depending on the complexity of the issue.
May I point you to a thread I wrote up about this very issue? It has a lot of valuable info (well, I hope it's valuable! ;) ) about which ISPs are giving us fits... ahem... having problems routing our emails properly.
Here's the thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424
The last thing we want to do is block you from playing the game you purchased! :( I am sure your ticket will be answered soon, but if you're not getting our mails, you might want to consider the suggestion of an alternative email point of contact, mentioned in my post tonight. That is a very solid way of working around this regretable situation. (Alternately post your ticket number and we'll give it a peek but if you're not getting our responses, that's not the best option. The alternative mail is best, really!) ~Gaile
And just for our tracking info: What ISP -- e-mail provider -- are you using? We're finding many people are experiencing problems using Yahoo accounts. Does that happen to be what you're using as well?
I don't know if they work over the weekends and holidays.
https://guildwars2.zendesk.com/home
Is that where you submitted a ticket?
Oh yes, we have agents on the floor (ok, at their desks ;) ) 24/7/365. We can't promise instantaneous response times, but we do have agents on board to help no matter the day or time, so we keep up to date on ticket queues.
devtrackers.gg