General rules for submitting feedback[edit]
Feedback may only be posted in the Feedback namespace. When you add to pages within this area, you must attest that you are the sole owner of that submission and assign your intellectual property rights of those submissions to ArenaNet. As a result, you are not allowed to move posts or ideas from the other namespaces (User:, ArenaNet:, ...) that have had any collaborative editing. (This protects both you and ANet from any confusion that might result.)
Game Suggestions[edit]
A Game Suggestion is [definition here]
- You may only post suggestions on your own feedback page; you may not place them within other namespaces.
- Specifically, you may not create suggestions under another user's name.
- Title your pages/subpages descriptively (those titles may not be more than 40 characters in length).
- Suggestions should use formal English and provide enough detail that most readers will understand the main ideas and how it would work in the game. Please avoid 1337-speak and other slang or jargon, as that tends to make the suggestion hard to follow for others.
- Suggesting the same idea multiple times is considered spamming and will make it less likely that your suggestion will be taken seriously.
Consequences for posting in bad faith[edit]
- Administrators reserve the right to de-list or even delete suggestions if they feel the suggestion was not submitted in good faith.
- Misplaced suggestions will be moved or deleted. Suggestions posted under someone else's name will be deleted.
- Users who repeatedly post suggestions incorrectly will be warned and could lose editing priveleges temporarily.
- Administrative decisions can be appealed (and deleted suggestions can be re-instated, as appropriate).
Bug reports and Localization issues[edit]
If you encounter a game-stopping issue, please contact Support before reporting the bug here. For all other bugs, please follow these guidelines to ensure that ANet will be able to respond more easily:
- Find the appropriate page that best categorizes the issue you wish to report.
- Provide as much detailed information in your report as possible.
- Keep all discussion on the talk page, so that the QA team can clearly see the issue.
Support[edit]
The best way to get help from ANet is to open a support ticket. This applies to bugs, technical issues, and appeals of temporary or permanent bans. ANet employees will always ask you for a ticket number when following up on issues. These guidelines will make it easier for ANet to respond in a timely fashion:
Contact Support
- Via the web: Click support to start filing a Support Ticket.
- Via email: You may also use email support to submit the ticket if you still have access to the email addressed used to login to the game.
- Via telephone: phone support is only available for billing/account or technical issues. It is not available for game support, bug reports, in-game incident reports, gameplay issues, general inquiries, etc.
- 1-512-225-6359
- Mon through Friday
- Noon until 5:00 PM, Central time (-5 GMT)
Account, logon, and technical issues
- If the issue involves your copy of the game or NCsoft Master Account, please include this information in the email or web submission:
- 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 helpful)
- The last four digits of the credit card(s) that you used for NCsoft Store or Guild Wars In-Game Store purchases
- The more data you include from the above list, the more easily the team can address the issue you're writing about. All information is kept confidential.
Following up on support tickets
After you have submitted a ticket, you may wish to check on progress or request additional review by ANet:
- You can review the status of the ticket at the [support site address]
- You can request additional review by the [Support Liaison page]
- Include the support ticket number that references your support issue.
- Do not post email addresses, or personal account information.
- Wait patiently for the follow-up you have requested. Be prepared to provide any additional information that may be requested.
- Do not submit an additional ticket for the same issue; that almost always increases the amount of time you have to wait for a reply (as staff members attempt to reconcile the various tickets).
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