How can I get help with my account?
There are many ways to reach Support:
Web Interface: Use our Knowledge Base or submit a ticket through the NCsoft Web Interface.
Email: If you are unable to submit a support ticket through the Web interface, you may email Support at the following address:
Support@GuildWars.com.
Live Chat: If you have game account or technical support issues, we offer live chat support between the hours of 1:00 PM and 5:00 PM Central time (-4 GMT spring/summer; -5 GMT fall/winter). Please click this link to head to the chat interface.
What information should I provide?
For the fastest possible service regarding issues that involve your game or NCsoft Master Account, consider providing as much information as possible from this list:
Your name
Your game account name(s)
Your address
Your telephone number
Your birth date
Your access keys (a scan of the key would be super helpful)
The last four digits of the credit card(s) that you used for NCsoft Store or Guild Wars In-Game Store purchases
Please note that the team doesn’t require all this info. However, the more details you send the more readily the team can address the issue you’re writing about. All information is kept confidential.
Important Tips for Players with Account Issues
If you are experiencing a game or account issue, we’d like to help you as quickly as possible. Here are a few suggestions that will help make that happen:
Using the Forums: If you have a problem with or question about your Guild Wars account or about a purchase in the Guild Wars In-Game Store, please contact Support first. The Guild Wars Support Forums are here to help you, but it’s usually best to start with a Support ticket and then use the forums to follow up later with questions or concerns. Remember to provide your 12-digit Incident or Ticket Number in your forum post to help us help you.
Multiple Tickets: If you have a support issue, please do not file multiple tickets. Multiple tickets about the same issue must be merged into a single ticket, and that process takes time. That means everyone hears back less quickly, including you!
Email Address: You may have multiple email accounts. It helps greatly if you email from the account that is already associated with your game. Alternately, you should provide the email address(es) associated with your account, such as your Guild Wars username and/or the contact email address on your NCsoft Master Account.
Alternate Contacts: Contacting ArenaNet directly via social media, an alternate telephone number, or a non-support email address will not speed things up but, as explained previously, will actually result in a delay in serving you. So use the methods of contact listed above for the fastest and most efficient assistance
If you have any questions about this information, please create a topic in the Account Issues forum and we’ll be happy to reply.
If you have submitted a ticket, please allow the support team at least three business days before posting in the Support Forum to ask for assistance.
For issues involving an account compromise and possible account restoration, please allow five business days to allow for the extensive research and investigation required in those cases. Thank you.
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